RETAIL INDUSTRY

Lonan Jones 59 Pritha Pujari 60 Pooja Singh 56 Natasha Francis 52 Naomi Rodricks 55

WELCOME TO

Big Bazaar has introduced several innovative offers to attract customers. apparels. books. They fashion. The Great Exchange Offer. general merchandise. leisure & entertainment sections. Sabse Sasta Din. .INTRODUCTION  Big Bazaar is a chain of hypermarket in India. Some of which are: Wednesday Bazaar. food products. Stores across 90 cities & towns in India. Maha Bachat. electronics. furniture. fast food.

CHARACTERISTICS OF SERVICES Perishability Intangibility Heterogeneity Simultaneous production and consumption .

No of visits in a month 7 6 5 4 3 3 3 2 6 6 2 1 0 1 2 3 4 >4 .

7 Ps Product 12 10 8 6 4 2 0 0 1 0 8 11 Pricing 10 9 8 7 9 9 6 5 4 3 2 1 0 0 0 2 .

7 Ps Place 12 10 8 6 4 2 0 0 0 3 7 Promotion 12 11 10 10 8 6 4 2 0 0 1 1 7 .

7 Ps People 12 10 8 6 4 2 0 0 4 3 2 11 Process 12 10 8 6 4 2 0 0 0 5 4 11 .

7 Ps Physical Evidence 14 12 10 8 6 4 2 0 0 0 4 3 13 .

EXPERIENCE & CREDENCE • Combination of Search and Experience .SEARCH.

RATER SCALE • • • • • Reliability Assurance Tangibles Empathy Responsiveness .

Reliability Do you think Big Bazaar lives up to the tagline “isse sasta aur koi nahi”? 3 6 3 2 6 Str Disagree Disagree Neutral Agree Str Agree .

Assurance Are the staff willing to help queries? 2 1 1 Str Disagree Disagree Neutral Agree Str Agree 6 10 .

Tangibles Are there adequate trolleys and baskets? 6 4 Str Disagree Disagree Neutral Agree Str Agree 10 .

Tangibles Is it easy to locate support staff in each section? 0 6 0 3 Str Disagree Disagree Neutral Agree Str Agree 11 .

Empathy Are the staff professional and courteous? 0 0 3 9 Str Disagree Disagree Neutral Agree Str Agree 8 .

Responsiveness Are the staff knowledgeable in terms of products and offers? 0 1 9 6 Str Disagree Disagree Neutral Agree Str Agree 4 .

Zone of tolerance How long are you willing to wait in the billing queue? () 0 1 cant wait upto 5 min upto 10 min beyond 10 min 9 10 .

GAP ANALYSIS Did you find the product you were looking for? (gap 1) 0 3 1 0 Str Disagree Disagree Neutral Agree Str Agree 16 .

Was there availability of fresh/new stock? (gap 1) 4 Str Disagree Disagree Neutral Agree Str Agree 15 .

Did you find the layout of the store convenient? (gap 2) 00 6 4 Str Disagree Disagree Neutral Agree Str Agree 10 .

Do you find the store overcrowded? (gap 2) 00 3 10 7 Str Disagree Disagree Neutral Agree Str Agree .

Were products available as stated on the racks? (gap 3) 0 0 0 4 Str Disagree Disagree Neutral Agree Str Agree 16 .

Are the products arranged in order? (gap 3) 6 14 Str Disagree Disagree Neutral Agree Str Agree .

Do you think Big Bazaar lives up to the tagline “isse sasta aur koi nahi”? (gap 4) 3 00 1 Str Disagree Disagree Neutral Agree Str Agree 16 .

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