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Continuous Issue - 12 | January - February 2015

A STUDY ON CUSTOMER SATISFACTION - WITH REFERENCE TO BIG BAZAAR

Abstract :

Customer satisfaction is to deviation between customer expectation and an actual performance ofproducer. In simple word satisfaction is a person’s feeling of pleasure or disappointment that resultfrom comparing a product’s perceived performance to their expectation. In this study try tomeasure the satisfaction level of customer while they take visit of Big Bazaar For analysis purposeselect 300 employees who take visit of Big Bazaar to fulfill the objective of the study. The mainobjective of the study was to find out the satisfaction level of customer, with the help of variousquestions regarding customer satisfaction collected from survey method and personal interview of300 selected employee questioners. Researcher used Statistical tools percentage and graphicpresentation for the study.

INTRODUCTION:1.

Whether the buyer is satisfied after purchase depends on the offer’s performance in relationshipto the buyer’s expectations, and whether the buyer interprets any deviations between the two.In simple word satisfaction is a person’s feeling of pleasure or disappointment that result fromcomparing a product’s perceived performance to their expectation. If the performance falls shortof expectation, the customer is dissatisfied. If the performance matches the expectation thecustomer is satisfied. If the performance exceeds expectation the customer highly satisfied ordelighted. Customer analyze of product performance depend on many factor. Customer oftenforms more favorable perception of a product with a brand they already feel positive about.

Singh and Kaur (2011) examined the factors that have an impact on customer satisfaction asregards the working of select Indian universal banks. Researcher uses the survey method by thequestioner. All the data were collected through a questionnaire from selected respondents. Themajor findings of the study show that customer satisfaction is influenced by seven factorsemployee responsiveness, appearance of tangibles, social responsibility, services innovation,positive word of mouth, competence, and reliability.

Binta AbubakarAnalyzed on Customer satisfaction with supermarket retail shopping. Theresearch was analyzed an Australian supermarket chain. The research was selected effective 800respondents. Response rate of 75 % was positive. We investigated the customer ratings ofimportance of several attributes associated with supermarket shopping. Researcher concludedand suggested that since retail formats have become very standardized, corporate reputation israted high and may be a source of sustainable competitive advantage.

RESEARCH METHODOLOGY2.

The study is based mainly on Primary data which is collected from Questionnaire and other datawas directly collected from market visitor of Big Bazaar. Quantitative approach is used. Thepresent study uses exploratory research design and descriptive research design. For the studyselect 300 visitor who take the visit of Big Bazaar. Total sample size divide in 4 categories on thebasis of age like age between 15-25, 26-35, 36-45 and more than 46. The main objective of thestudy is to find out the satisfaction level of customer while they take visit of Big Bazaar. For the

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analysis statistical tools percentage and graphic presentation is used to measure the objective ofthe study.

DATA ANALYSIS AND INTERPITATION3.

In this part try to analyze the objective of the study is to identify customer satisfaction whovisited Big Bazaar.. To find satisfaction level researcher analyzed 10 question regarding customersatisfaction, with the help of statistical tools and graphic presentation.

[3.1] QUESTIONARY ANALYSIS AND RESULT

Q.1 Are u a regular Coustomer of Big Bazar ?

Table:1

Particulars Frequency PercentageYes 206 69 %No 94 31 %

Chart No:1

Above table and chart presented data regarding regular customer of Big Bazaar. From the abovetable no 1 out of 300 selected visitor 206 customer was regular customer, it indicate most ofproduct purchase from big bazaar and 94 visitor are rare visit of the Big Bazaar. In the char itindicate 69 % visitor was regular basis visit the big bazaar mall. here I suggested Big Bazaar tryto attract more and more customer.

Q.2 How many times you take visit of Big Bazr in a month ?

Table:2

Particulars Frequency Percentage1 time 105 35 %2 time 112 37 %3 time 33 11 %

More than 3time

51 17 %

Chart No:2


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Above chart and table exhibited the data regarding How many times you take visit of Big Bazaarin a month. Form the above chart and table, we can analyze 35 % customer was visited 1 timevisit of big bazaar followed by 37 % customers was visited 2 time and 11 % customers wasvisited 11 % and the remaining 17 % customers was visited more than 3 time in the month. Ialso analyze 51 customers was regular customers of big bazaar because this visitors wasfrequently visit of big bazaar. Maximum visitor was visit of big bazaar 2 time in the month.

Q. 3 How much you spent in a single time visit ?

Table:3

Particulars Frequency Percentage01 to 500 Rs 98 33%

501 to 1000 Rs 107 36%1001 to 5000 Rs 63 21%above 5000 Rs 32 11 %

Chart No:3

Above chart and table presented regarding how much you spent in a single time visit. From theabove data we can analyze 107 visitor was spent Rs 501 to 1000. It was 36 % followed by 98visitor was spent Rs 1 to 500 and the remaining 95 visitor spent Rs 1000 to 5000. It clearlyindicate the major visitor spent Rs. 1 to 1000. It mean 65 % visitor was spent less than 1000Rs.

Q.4 Which Department you prefer most at Big Bazar ?

Table:4

Particulars Frequency PercentageFood Department 70 23 %Home Appliances 60 20 %

Garment Department 91 30 %Electronics 26 09 %


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Food Choupati 23 08 %Food and Garment 15 05 %

Food and HomeAppliances

10 03 %

Food and Electronics 05 02 %

Chart No:4

Above chart and table presented data regarding visitor visit most preferred department. Fromthe above data we can examined maximum number of visitor was visit garment department thatwas 91 out of 300, followed by food department that was 70 visitor. we can also analyze fromthe above data only 5 person visit the food and electronics department but in sense of only fooddepartment was visited frequently. 20 % visitor purchases home appliances from big bazaar. Wecan also analyze customer major visited only two department Food and Garment departmentthat was 23 % and 30% respectively.

Q.5 Do u get the product whatever you want ?

Table:5

Particulars Frequency PercentageYes 228 76 %No 72 24 %

Chart No:5

Above chart and table presented the data regarding availability of product in big bazaar. From theabove data 228 visitor out of 300 say he get the product they want and remaining 72 visitor 24% of total selected respondent was not get the product they want. So here I suggested BigBazaar was try to satisfy of its customer with provide the necessary product what they want.


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Q. 6 what do you think about the store atmosphere?

Table:6

Particulars Frequency PercentageVery Good 107 36 %

Good 143 48 %Fair 38 13 %Bad 9 3 %

Very Bad 3 1 %

Chart No:6

Above chart and table exhibited the data of atmosphere of the Big Bazaar. Form the above chartand table we can analyze 48 % of visitor was satisfied the atmosphere of the mall, 48 %respondent was says the atmosphere of big bazaar was good, followed by 35 % visitor says theatmosphere was very good. It indicate 250 customer out of 300 customer was positive responseabout the atmosphere of the mall. Only 4 % customer says the environment of the big bazaarwas very bad and bad, so from this data we can conclude 83 % customer was say big bazaar wasprovide good environment.

Q.7 Are u satisfied with parking facility ?

Table:7


Good 127 42 %Fair 43 14 %Bad 17 06 %

Very Bad 15 05 %

Chart No:7


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All the data of parking facility in big bazaar was presented in above chart and table. 33 % visitorsays parking facility of big bazaar was very good, followed by 42 % visitor review regardingparking facility was good. Only 6 % and 5 % visitors say big bazaar parking facility was bad andvery bad, So we can conclude overall parking facility was good because 75 % visitors say parkingfacility was good.

Q.8 Are u satisfied with response of employee ?

Table:8


Good 124 41 %Fair 45 15 %Bad 13 04 %

Very Bad 14 05 %

Chart No:8

Above chart and table exhibited data regarding response of employee. Employee response iseffected on customer satisfaction. 35 % visitors say response of the big bazaar employee wasvery good, followed by 41 % visitor say response of employee regarding product and service wasgood So we can conclude 76 % visitor say employee response was good and this policy wasgood from the big bazaar point of view. Only 4 % and 5 % say the response of the employee wasbad and very bad.

Q. 9 how much you like the scheme at the time of MAHA BACHAT DIN, Wednesday bazaar anddaily discounting scheme?


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Table:9


Good 128 43 %Fair 36 12 %Bad 10 03 %

Very Bad 11

Chart No:9

Above chart and table presented data regarding MAHA BACHAT DIN. 115 visitors out of 300 sayMAHA BACHAT DIN wasd a good scheme of big bazaar, followed by 43 % visitors say this type ofscheme was good nad 12 % visitors say this type scheme was fair and only 7 % people say thisscheme was bad. So we can conclude from this chart and table 81 % people was satisfied withthis type of scheme.

Q. 10 Do u aware about the service of BIG Bazaar ?

Table:10

Particulars Frequency PercentagePay back card 141 47 %

T24 card 124 41 %Both 35 12 %

Chart No:10

Above chart and table presented data regarding service of big bazaar. Big bazaar provide twotype of service that was payback card and T24 card, 141 customer out of selected 300respondent was afraid with pay back card service and 124 visitor afried with T24 Card service.Only 35 visitor out of 300 was afraid with both type of service, So here we suggested big bazaarmanagement should try to afraid to all visitor to this type of service.


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CONCLUSIONS4.

From the above analysis it has been concluded 70 percentage customers was satisfy with the BigBazaar Service and take regular visit to the Big Bazaar. It can be also concluded the averagespent money for purchase of product by the customers was between 100 to 1000 at one timevisit. Garment and food department product was more demanded by the customers. Parkingfacility, atmosphere and response of employee of Big Bazaar was very good and more than 70 %customers were satisfied with them. More than 80 percentage customers was satisfy with MAHABACHAT DIN scheme. Finally conclude from the above analysis Big Bazaar was provide bestservice to the customers and try to more satisfy them.

SUGGESTION5.

Here suggested to Big Bazaar should try to attract more customers with the help of new schemeof discount. It has been also suggested Big Bazaar should try to improve its parking facility.Finally suggestion was Big bazaar try to increase its number of products because 30 % costumernot get the product were they want.

REFERENCES :

Philip Kotler (2009) Marketing Management, Dorling Kindersley (India) Pvt. Ltd. 13th Edition, NewDelhi, pp-120

1.

Singh, J., & Kaur, G. (2011), Customer satisfaction and universal banks: An empirical study,International Journal of Commerce and Management, 21 (4), 327-348.

2.

Pratap Chandra Mandal and Sujoy Bhattacharya (2013) Customer Satisfaction in Indian RetailBanking-A Grounded Theory Approach The Qualitative Report 2013 Volume 18, Article 56, pp1-21

3.

Binta Abubakar, Swinburne University of Technology, Felix Mavondo Clayton Campus, ValClulowSwinburne University of Technology www.researchgate.net

4.

ANNEXTUREQuestioner

Q.1 Are u a regular Coustomer of Big Bazar ?

Yes [ ]a.

No [ ]b.

Q.2 How many times you take visit of Big Bazr in a month ?

1 time [ ]a.

2 time [ ]b.

3 time [ ]c.

Q.3 How you spent in a single time visit ?

01 to 500 Rs [ ]a.

501 to 1000 Rs [ ]b.

1001 to 5000 Rs [ ]c.

above 5000 Rs [ ]d.


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Q.4 Which Department you prefer most at Big Bazar ?

Food Department [ ]a.

Home Appliances [ ]b.

Garment Department [ ]c.

Electronics [ ]d.

Food Choupati [ ]e.

Food and Garment [ ]f.

Food and Home Appliances [ ]g.

Food and Electronics [ ]h.

Q.5 Do u get the product whatever you want ?

Yes [ ]a.

No [ ]b.

Q. 6 What do you think about the store atmosphere ?

Very Good [ ]a.

Good [ ]b.

Fair [ ]c.

Bad [ ]d.

Very Bad [ ]e.

Q.7 Are u satisfied with parking facility ?

Very Good [ ]a.

Good [ ]b.

Fair [ ]c.

Bad [ ]d.

Very Bad [ ]e.

Q.8 Are u satisfied with response of employee ?

Very Good [ ]a.

Good [ ]b.

Fair [ ]c.


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Bad [ ]d.

Very Bad [ ]e.

Q. 9 How much you like the scheme at the time of MAHA BACHAT DIN, Wednesdy bazar and dailydiscounting scheme ?

Very Good [ ]a.

Good [ ]b.

Fair [ ]c.

Bad [ ]d.

Very Bad [ ]e.

Q. 10 Do u aware about the service of BIG Bazar ?

Pay back card [ ]a.

T24 card [ ]b.

Both [ ]c.

***************************************************

Mr. Ankit D. PatelI/C PrincipalAmbaba commerce college, MIBM & DICAAt-Sabargam, Po-Niyol, Tal-Choryasi, Dist-Surat Pin-394325, Gujarat, India

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