Big Bazaar Project

A

PROJECT REPORT

ON

“CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR”

In fulfillment of the requirements for

Post Graduate Dip loma in Business Ma nagement (PG DBM)

(2009-2011)

UNDER THE GUIDANCE OF:

Prof. Dr. Seema Girdhar

(Marketing Faculty )

SUBMITTED TO: SUBMITTED BY:

Prof. Dr. Seema Girdhar HARLEEN KAUR

(Marketing Faculty) Roll no. - 6005

GURU NANAK INSTITUTE OF MANAGEMENT

Road no. 75, Punjabi Bagh, New Delhi-110026

A

PROJECT REPORT

ON

“CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR”

In fulfillment of the requirements for

Post Graduate Dip loma in Business Ma nagement (PG DBM)

(2009-2011)

UNDER THE GUIDANCE OF:

Prof. Dr. Seema Girdhar

(Marketing Faculty )

SUBMITTED TO: SUBMITTED BY:

Prof. Dr. Seema Girdhar HARLEENKAUR

(Marketing Faculty) Roll no. - 6006

GURU NANAK INSTITUTE OF MANAGEMENT

Road no. 75, Punjabi Bagh, New Delhi-110026

CERTIFICATE

This is to certify that Miss. Harleen Kaur , student of Guru Nanak Institute of

“CUSTOMER SERVICEManagement has completed her Project report on

WITH REFERENCE TO BIG BAZAAR” in the year 2009-2011 in final

fulfillment of Post Graduate Diploma in Business Management (PGDBM). She has

successfully completed the project under my constant guidance and support.

Signature of Project Guide

(DR. SEEMA GIRDHAR)

DECLARATION

“CUSTOMER SERVICES WITHI hereby declare that the Project report titled

REFERENCE TO BIG BAZAAR” is my original work and has not been

published or submitted for any degree, diploma or other similar titles elsewhere.

This has been undertaken for the purpose of partial fulfillment of Post Graduate

Diploma in Business Management at Guru Nanak Institute of Management.

Date: Harleen Kaur

Roll no.: 6006

PREFACE

This project report attempts to bring under one cover the entire hard work and

dedication put in by me in the completion of the project work on Customer

services with reference to Big bazaar.

I have expressed my experiences in my own simple way. I hope who goes through

it will find it interesting and worth reading. All constructive feedback is cordially

invited.

ACKNOWLEDGMENT

It is really a matter of pleasure for me to get an opportunity to thank all the persons

who contributed directly or indirectly for the successful completion of the project

report, “Customer Services With reference To Big Bazaar”.

First of all I am extremely thankful to my college Guru Nanak Institute of

Management for providing me with this opportunity and for all its cooperation

and contribution. I also express my gratitude to my Project mentor and guide Prof.

Dr. Seema Girdhar . I am highly thankful to our respected project guide for giving

me the encouragement and freedom to conduct my project.

I am also grateful to all my faculty members for their valuable guidance and

suggestions for my entire study.

I would also like to thank the Big Bazaar team for extending their valuable time

and cooperation.

Harleen kaur

Roll No.: 6006

INDEX

CONTENTS

1. INTRODUCTION

2. C POMPANY ROFILE

3. M MARKETING IX

4. C S BUSTOMER ERVICES IN IG BAZAAR

5. SWOT ANALYSIS

6. R MESEARCH ETHODOLOGY

7. D AATA NALYSIS

8. FINDINGS OF THE REPORT

9. CONCLUSION

10. RECOMMENDATIONS

11. BIBLIOGRAPHY

12. A : QNNEXURE UESTIONNAIRE

INTRODUCTION

Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail for mats

in both the value and lifestyle segment of the I ndian consumer marker. Headquartered in

Mumbai (Bombay), the company operates over 5 million square feet of retail space, has over 450

stores across 40 cities in I ndia and emp loys over 18,000people.

The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a

uniquely I ndian hyper market chain, Food Bazaar, a super mar ket chain, blends the look, touch

and feel of I ndian bazaars with aspects of moder n retail like choice, convenience and quality and

Central, a chain of seamless destination malls. Some of its other for mats include, Depot, Shoe

Factor y, Brand Factor y, Blue Sky, Fashion Station. The company also operates an online portal,

futurebazaar.com.

As customers tastes and preferences are changing, the market scenario is also changing from

time to time. It is the changing tastes and preference of customer which has bought in a change

in the market. I ncome level of the people has changed. New generation people are no more

dependent on haat market and far off departmental stores. Today we can see a new era in market

with the opening up of many departmental stores, hyper market, s hoppers s top, malls, branded

retail outlets and specialty stores. . My s tudy is based on a survey done on customers of a

hypermarket named big bazaar. Big bazaar is a new type of market which came into existence in

India since 1994. It is owned by pantaloon r etail India Ltd. I t is a type of market where various

kinds of products are available under one roof. My study is on determining the customers buying

behavior of customers in big bazaar and the satisfaction level of customers in big bazaar. My

study will find out the current status of big bazaar and determine where it stands in the cur rent

market. This market field survey will help in knowing the present cus tomers tastes and

preferences. It will help me in es timating the customers future needs, wants & demands.

COMPANY

PROFILE

BIG BAZAAR

Big Bazaar is a chain of hyper marketsin India, with more than 100 s tores in operation. It is a

subsidiar y of Future Group Venture Ltd's, and follows the business model of United States - based

Wal-Mart .Facilities offered by Big Bazaar Online s hopping: Big Bazaar has an official

website, FutureBazaar.com, which is one of the most favor ite s ites among people of I ndia for

online shopping. Futur e Bazaar is an online business venture of F uture Group, which sells an

assortment of products such as fashion, which includes merchandise for men and women, mobile

accessor ies, mobile handsets and electronics like home theatres, video cameras, digital camera,

LCD TVs, kitchen appliances and many more.

Discounts : “Hfte ka sabse sasta din was introduced by the Big Bazaar, wherein extra and

special discounts were offered on Wednesday every week, to attract the potential buyers into

their store.

Security check: At each exit of Big Bazaar, they use alarm systems or Electronic Article

Sur veillance s ystem, which detects the products that has attached tags or not.

1. Big Bazaar is a chain of hyper mar ket in India, which caters to every family’s needs and

requirements.

2. Big Bazaar has released the doors for the fashion world, general merchandise like sports

goods, cutlery, crockery, utensils, and home fur nishings etc. at best economical pr ices.

3. Big Bazaar group offers more than 100 stores all over the countr y with an amalgamation

of I ndian bazaars’ feel and touch with a convenience and choice of the modern retail facilities

4. The wor ldwide countr y chain, Big Bazaar, is for med by CEO of F uture Group, Mr.

Kis hore Biyani. Their basic attraction associated with reasonable pr ices is their Unique Selling

Price.

5. Big Bazaar has become a mass ive hit with lower middle- class and middle class people as

a major client base.

6. Reflect the look and feel of Indian bazaar s at their moder n outlets.

GROUP VISION

“To deliver Ever ything, Ever ywhere, Everytime to Ever y

Indian Cons umer in the mos t profitable manner.”

GROUP MISSION

1 We share the vision and belief that our customers and stakeholders shall be served only by

creating and executing future scenarios in the consumption space leading to economic

development.

2 We will be the trendsetters in evolving deliver y for mats, creating retail realty, making

consumption affordable for all customer segments – for classes and for masses.

3 We shall infuse I ndian brands with confused and renewed ambition

4 We shall be efficient and cost- conscious and committed to quality in whatever we do.

Board of directors

1. Managing director

Mr kis hore Biyani

2. Wholetime Director

Mr Gopikis han Biyani

Mr Rakesh Biyani

3. Director

Mr Shailes h Har ibhakti

Mr S.Doreswamy

Mr Darlie Koshy

Mr Anil Harish

BIG BAZAAR SUPER CENTER

Big Bazaar Hyper mart chain in India

Outlet 140 Outlets

Parent Group Future Group

Owner Kishore biyani

Founded 2001

Head Quarter Joges hwar i, Mumbai

Industr y Retail

Tagline Is se sas ta aur accha kahin nahi

OBJECTIVES

1. To analyze how the mix influence the customer satisfaction level.

2. To deter mine the current status of big bazaar.

3. To study the satisfaction level of customers with regard of big bazaar.

4. To find out the buying behavior of the customers coming in to Big Bazaar.

5. To identify main competitors of Big Bazaar with regard to ser vices.

IMPORTANCE OF STUDY

Its provide guideline for further research in area for or ganized retail. Research says about

customer buying behavior towards Big Bazaar. The resear ch is also important to identify Market

size, growth and Market Potential of Big Bazaar. The r esearch shows future Scenar io of Big

Bazaar in current perspective. The study s hows Opportunities and challenges for Big Bazaar

respect of inter nal & external environment. Res earch say about main competitor s in the field of

organized retail sectors. The study provide guideline to further extension of Big Bazaar. The

study provide help to know the customer s satisfaction with Big Bazaar stores.

SCOPE OF STUDY

The scope of this research is to identify the buying behavior of customers of Big Bazaar. This

research is based on pr imary data and secondary data. This study only focuses on urban buying

behavior of customers. The study does not say anything about r ural buying behavior of customer

because rural norms/status/attitude & acceptance of the rural customers differ s with urban

customers. I t provides help to further the research for organized retail sector. It aim to understand

the skill of the company in the area like technological advancement, competition in management.

CORE VALUES

1 Indianness- Confidence in our selves

2 Leadership-To be leader in thought & busines s

3 Openness-To be open in & receptive to new ideas, knowledge & infor mation

4 Adaptability- To be flexible & adaptable, to meet new challenges.

MARKETING MIX

4 P’S of Big Bazaar

PRODUCT MIX

Apparels Home Care Chill Station Far m Produce

Denims & Shirts Shampoos Soft Drink Fruits

Fabr ics Detergents Packaged Juices Vegetables

Formal Wear Soaps M ilk Items I mpor ted Fruits

Casual Wear Liquid Wash Frozen Foods Dairy Products

PRICE MIX

Value Pricing ( EDLP)

Promotional Pr icing

Low Interest F inancing

Psychological Discounting

Special Event P ricing

Differentiated Pricing

Time Pricing

Bundling

PLACE MIX

Initially Identifies Future/Potential development ar eas.

Acquire s uch areas at an ear ly phase before the real estate value booms.

Located at high traffic areas.

Design to look crowded.

PROMOTION MIX

“Saal Ke Sabse Saste 3 Din”

Future Card(3%Discount)

Advertising(Print ads, TV Ads, Radio)

Brand Endorsement by M.S DHoni

Exchange Offer

Weekend Discount

Point of Purchase Promotion

CUSTOMER

SERVICES WITH

REFERENCE TO

BIG BAZAAR

Cus tome r s erviceis the provision of services to customer s before, dur ing and after a purchase.

According to Turban “Customer ser vice is a ser ies of activities designed to enhance the level of

customer satisfaction – that is, the feeling that a product or ser vice has met the customer

expectation."

Its importance var ies by product, industr y and customer; defective or broken merchandise can be

exchanged, often only with a receipt and within a specified time frame. Big Bazaar will often

have a desk or counter devoted to dealing with returns, exchanges and complaints, or will

per form related functions at the point of sale; the perceived success of such interactions being

dependent on employees "who can adjust themselves to the per sonality of the guest,"

Customer service plays an impor tant role in an organization's ability to generate income and

revenue. From that perspective, customer ser vice s hould be included as part of an overall

approach to systematic improvement. A customer ser vice exper ience can change the entire

perception a customer has of the or ganization.

Customer s upport is a range of customer ser vices to assist customers in making cost effective

and correct use of a product. It includes ass istance in planning, installation, training, trouble

shooting, maintenance, upgrading, and disposal of a product.

A multi-task position drawing on extensive CUS TOMER SERVICE exper ience to advance a

proven track record for developing and maintaining key accounts and improving departmental

efficiencies.

Objectives of Customer Services

Provide cus tomers and staff with clear standards and expectations

Ensure all customer contact reaches an appropr iate conclus ion

M inimize incidences of repeat contact

Seek to provide a seamless ser vice for customers

Provide equal and easy access to our ser vices at a time, place and channel that meet the needs

of residents, businesses and other stakeholders

Cater for customers needs irrespective of age, gender, physical or financial ability, ethnic

or igin, race, religion or geographical location

Provide a prompt, courteous and knowledgeable response to all customer enquir ies.

Equip our staff to provide customers with an excellent standard of ser vice

Enable our cus tomers to provide feedback eas ily, through complaints, customer s urveys, etc

Use customer compliments, comments and complaints to drive improvements to ser vice

I mprove the speed, quality and consistency of response to enquiries by having our

infor mation in a for mat that can be easily accessed

Customer Segmentation of Big Bazaar

Big Bazaar target higher & upper middle class customers.

The lar ge and growing young working population is a preferred customer segment.

Big Bazaar specially targets working women & home markets who are the pr imar y

decision maker.

Good customer ser vice is the lifeblood of any business. You can offer promotions and s lash

pr ices to bring in as many new customers as you want, but unless you can get some of those

customers to come back, your business won't be profitable for long.

Good customer ser vice is all about bringing cus tomers back. And about sending them away

happy - happy enough to pass positive feedback about your business along to others, who may

then tr y the product or ser vice you offer for themselves and in their turn become repeat

customers.

Big bazaar use 8 golden rules to deal with Customer Services.

Answer the phone.

Don’t make promis e unless you will keep them.

Listen to your customer.

Deal with complaints.

Be helpful.

Train your s taff to be always helpful, cour teous and knowledgeable.

Take the extra step.

Throw in something extra.

Customer satisfaction in big bazaar

The degree of cus tomer satisfaction you deliver deter mines the level of

long- ter m success you will achieve in business.”

Customer satisfaction their top priority

Don't just make sales. Create customers - satisfied customers. I n addition to the

I mmediate profit they provide on the firs t sale, satisfied cus tomers help you build

your business in 2 other important ways:

1. They become a reser voir of repeat buyers. For some businesses that means

repeat buyers for more of the same product or ser vice. For ever y business, it

means buyer s for additional products and services.

2. They automatically refer more bus iness to you from their friends and business

contacts. This is highly profitable business for you because it does n't cos t you any time or money

to get it.

Customers services offered by Big Bazaar

Online s hopping: Big Bazaar has an official website, FutureBazaar.com, which is one of

the mos t favorite sites among people of India for online shopping. F utur e Bazaar is an online

bus iness venture of F uture Group, which sells an assortment of products s uc h as fashion, which

includes merchandise for men and women, mobile accessor ies, mobile handsets and electronics

like home theatres, video cameras, digital camera, LCD TVs, kitchen appliances and many more.

Discounts : “Hfte ka sabse sasta din was introduced by the Big Bazaar, wherein extra and

special discounts were offered on Wednesday ever y week, to attract the potential buyers into

their store.

Security check: At each exit of Big Bazaar, they use alarm s ystems or Electronic Ar ticle

Sur veillance s ystem, which detects the products that has attached tags or not.

Customer oriented Strategy

Attracting & retaining customers.

Uses Non- Traditional Strategy.

Moving demo-trolley.

Used young population as strategic bless ing.

Attractive Design, interior & good atmosphere.

Competitors of Big Bazaar with regard to services

Wal-Mart

Reliance

Shopper s stop

Vis hal mega mar t

Local retailers

Big Bazaar targets to be achieved

The aim is to increase the retail business to around 30 million square feet by 2011 as

compared to 8 million square feet of now.

To become a substantial part of every I ndian’s wallet.

To get across 30% of the population of entire nation which is now just 8%.

To increase organized retail from 3% to at least 18-20% in next 2 years.

SWOT ANALYSIS

1. Strengths

Ever yday low pricing

Point of purchase

Exper ience marketing team executive staff

Emphasis on providing total customer satisfaction

Variety of stuff under single roof

Maintain good employee-employer relationship

2. Weakness

Failing revenue/sq.ft

Unable to meet store tar gets

Unavailability of popular brands

3. Opportunities

Population of country is growing where the scope of market is kept on increasing for

retail sector.

Evo lving consumer preference

Organized retail presently nearly 5% in I ndia. So it acts as a great oppor tunities to the

organization for its growth.

4. Threats

Competition from organized retail players which are in market and are emerging.

Competition from local retailers.

RESEARCH

METHODOLGY

Methodology adopted for study

Observing the working of var ious departments like finance. Human resource, marketing,

purchas ing, production.

Discuss ion with the executives, managers, employees.

Vis iting & s urfing webs ites of company.

Meaning

Research Methodology is a set of various methods to be followed to find out various

infor mation’s r egarding market s trata of different products. Research Methodology

is required in every industr y for acquiring knowledge of their products.

Area of study

The study is exclusively done in the area of marketing. It is a process requir ing care,

sophistication, experience, business judgment, and imagination for which there can be no

mechanical substitutes.

Sources of Data

Primary Source

Secondary Source

Primary Source- The primar y data was collected by means of a survey. Questionnaires were

prepared and customers of the big bazaar at two branches were approached to fill up the

questionnaires. The questionnaire contains 20 questions which reflect on the type and quality of

services provided by the Big bazaar to the customers. The response o f the customer is recorded

on a grade scale of s trongly disagree, disagree, uncertain, agree and strongly agree for each

question. The filled up infor mation was later analyzed to obtain the required interpretation and

the findings.

Secondary Source- In order to have a proper understanding of the customer service of Big

Bazaar a depth study was done from the var ious sources such as books, a lot of data is also

collected from the official websites of the Big bazaar and the articles from var ious sear ch

engines like Google, yahoo search and answer s.com.

RESEARCH DESIGN

The research design is explorator y till identification of customer services parameters. Later it

becomes descr iptive when it comes to evaluating customer perception of customer service of the

big bazaar.

Des criptive res earch, also known as statistical research , describes data and character istics

about the population or phenomenon be ing studied. Descr iptive resear ch answers the questions

who, what, where, when and how.

Although the data description is factual, accurate and systematic, the research cannot describe

what caused a situation. Thus, descriptive research cannot be used to cr eate a causal relationship,

where one variable affects another. In other words, descr iptive research can be said to have a low

requirement for inter nal validity.

The description is used for frequencies, averages and other statistical calculations. O ften the best

approach, prior to writing descriptive research, is to conduct a sur vey inves tigation. Q ualitative

research often has the aim of descr iption and researchers may follow-up with examinations of

why the obser vations exist and what the implications of the findings are.

RESEARCH SAMPLE

SAMPLING PLAN :

Since it is not possible to study whole univers e, it becomes necessary to take sample from the

universe to know about its character istics.

Sampling Units: Customers of Big bazaar.

Sample Technique: Random Sampling.

Research Ins trument: S tructured Q uestionnaire.

Contact Method: Per sonal I nter view.

SAMPLE SI ZE:

The work is a case of Big bazaar one of the Retail Sector industr y together representing great

per cent of the market share of I ndian retail sector. The sur vey was conducted in the city of Delhi

with two branches of big bazaar, with 50 customers as respondent.

DATA COLLECTION TOOL

Data is collected from various customers through personal interaction. Some other information is

collected through secondary data also. Data was collected through a str uctured questionnaire,

liker t technique is used. Likert scale is simply a statement which the respondent is asked to

evaluate according to any kind of subjective or objective criter ia, generally the level of

agreement and disagreement is measured

Likert scaling is a bipolar scaling method, measur ing either positive or negative response to a

statement

The ques tionnaire consists of two parts. The fir st part consists of three questions concer ning the

demographic information of the respondent s uch as the name, age, educational qualifications and

income. The second part consisting of 18 questions exploring the respondent’s perception about

the customer ser vices of big bazaar.

RESEARCH LIMITATIONS

The study is only for the big bazaar confined to a par ticular location and a ver y small

sample of respondents. Hence the findings cannot be treated as representative of the entire retail

industry.

Respondents may give biased answers for the required data. Some of the respondents did

not like to respond.

Respondents tr ied to escape some statements by simply answering “neither agree nor

disagree” to most of the statements. This was one of the most important limitation faced, as it

was difficult to analyse and come at a right conclusion.

In our study we have included 50 customers because of time limit.

DATA ANALYSIS

Ques. Income

MONTHLY FREQUENCY PER CENTAGE CUMULATIVE

INCOME PERCENTAGE

Below Rs.10000 2 4 4

Rs.10000 – 10 20 24

Rs.20000

Rs.20000 – 12 24 48

Rs.30000

Above Rs .30000 26 52 100

TOTAL 50 100

MONTHLY INCOME

420

Below Rs.100 0052

Rs.1000 0 – Rs.2 000 0

Rs.2000 0 – Rs.3 000 024

Above Rs.3 0000

INTERPR ETATION

From the table and graph above it can be seen that

4% respondent’s income are below 10000.

20% respondent’s income are between 10000 to 20000.

24% respondent’s age income are between 20000 to 30000.

52% respondent’s income are above 30000.

Ques. Educational qualifications

CATEGOR Y FREQUENCY PER CENTAGE CUMULATIVE

PERCENTAGE

UNDER GRADUATE 12 24 24

GRADUATE 26 52 76

POS T GRAD UATE 12 24 100

TOTAL 50 100

Educational qualifications

30

25

20

15Educational qualifications

10

5

0

SCHOOL GRADUATE POST

GRADUATE

INTERPR ETATION

From the table and graph above it can be seen that

12% respondents are Under graduate.

26% respondents are Graduate.

12% respondents are Post graduate.

Ques. 1 How frequently do you vis it Big Bazaar.

SCALE FREQUENCY

Twice in a week 7

Once in a week 18

During S pecial offers 15

Whenever the need arises 10

TOTAL 50

How frequently do you visit Big Bazaar.

100%

90%80%

70%60%

7 18 15 1050%How frequently do you visit Big40%Bazaar.30%

20%10%

0%

Twice in a Once in a During Whe never

wee k we ek Spe cial the nee d

offers arises

INTERPR ETATION

This is aimed at understanding how frequently customer visit s hops & buy their product or avail

their services. The highest responses have been attr ibuted to once a week shopping. Such

customer can be presumed to have high disposal income & may buy more daily & fas hion

products. Whereas 15% of them visit during special offers, 18% when need arises, 7% twice in a

month.

Ques. 2 Are you happy with the location of Big Bazaar.

SCALE FREQUENCY PER CENTAGE

Yes 33 66

No 17 34

TOTAL 50 100

Are you happy with the location ofBig Bazaar.

34

Yes

66 No

INTERPR ETATION

Big Bazaar phys ical facilities are vis ually appealing. F rom this statement I found that 66% of

people are happy with the location of big bazaar as compare to other 34%. It means that big

bazaar is available at most preferr ed places.

Ques. 3 Staff was available in a timely manner.

SCALE FREQUENCY PER CENTAGE CUMULATIVE

PER CENTAGE

EXCELLENT 18 36 36

GOOD 24 48 84

AVERAGE 3 6 90

FAIR 5 10 100

TOTAL 50 100

Staff was available in a timelymanner.

10%

6%EXCELLENT

36%GOOD

AVERAGE

FAIR48%

INTERPR ETATION

Total sample size was 50. Here analys is shows that among the total respondents 48% people

agreed with this statement. They think that Big Bazaar staff was available in a timely manner.

36% people rate this statement as excellent. Also 6% & 10% respondents rate it as average

and fair.

Ques. 4 Staff greeted you and offered to help you.


PER CENTAGE

EXCELLENT 1 2 2

GOOD 10 20 22

AVERAGE 15 30 52

FAIR 18 36 88

POOR 6 12 100

TOTAL 50 100

Staff greeted you and offered to help you

20

18

16

14

12

10Staff gree ted you and offered to

help you8

6

4

2

0

EXCELLENT GOOD AVERAGE FAIR POOR

INTERPR ETATION

Employees in Big bazaar are willing to help you. With this statement more respondent give

weightage to average. Good were 10 people i.e. 20% respondents, 18 people agreed i.e. 36%

respondents agreed .

Ques. 5 Staff answered your questions.


PER CENTAGE

EXCELLENT 8 16 16

GOOD 21 42 58

AVERAGE 13 26 84

FAIR 5 10 94

POOR 3 6 100

TOTAL 50 100

Staff answered your questions.

25

20

15

10

Staff answered your questions.5

0

INTERPR ETATION

From my analysis I found that 42% respondents agreed that employees of big bazaar have

complete knowledge to answer their ques tions. 26% respondents rate it as average to this

statement and only 16% to excellent. 10% to fair % 6% to poor.

Ques. 6 Staff s howed knowledge of the products/services.


PER CENTAGE

EXCELLENT 11 22 22

GOOD 17 34 56

AVERAGE 12 24 80

FAIR 7 14 94

POOR 3 6 100

TOTAL 50 100

Staff showed knowledge of theproducts/services.

EXCELLENT2214 6

GOOD

24 AVERAGE

34FAIR

POOR

INTERPR ETATION

Employees of big bazaar unders tand specific needs and have great knowledge of all product &

services. With this statement most of the r espondents were rate this statement good i.e., 34%..

Among the total respondents 24% respondents agreed with average and 22% for excellent, 14%

for fair and 6% for poor.

Ques. 7 Staff was cour teous throughout.


PER CENTAGE

EXCELLENT 3 6 6

GOOD 8 16 22

AVERAGE 20 40 62

FAIR 17 34 96

POOR 2 4 100

TOTAL 50 100

Staff was courteous throughout.

20

15

10

Staff was courteous throughout.5

0

INTERPR ETATION

According to 40% of people feel that Employees of big bazaar are very much courteous

throughout. Others rate at it as 34% in fair, 16% as good , 6% as excellent.

Ques. 8 Overall, how would you rate customer s ervice of Big Bazaar.


PER CENTAGE

EXCELLENT 4 8 8

GOOD 14 28 36

AVERAGE 23 46 82

FAIR 9 18 100

TOTAL 50 100

Overall, how would you ratecustomer service of big bazaar

25

20

15

10 8 ) Ove rall, how would you

rate customer service of5big bazaar

0

INTERPR ETATION

Most of the respondents agreed with this statement. According to my analysis, employees in big

bazaar give prompt ser vice. Among the total respondents agreed respondents rate 46% as

average, 28% as good, 18% fair & 8% excellent.

Ques. 9 Your complaints are constructively handled.


PER CENTAGE

STRONGLY DISAGREE 8 16 16

DISAGREE 16 32 48

NEITHER AGREE NOR 11 22 70

DISAGREE

AGREE 10 20 90

STRONGLY AGREE 5 10 100

TOTAL 50 100

Your complaints are constructivelyhandled

5STRONGLY AGREE

10AGREE

11NEITHER AGREE NOR … 9) Your complaints are

constructively handled16DISAGREE

8STRONGLY DISAGREE

0 5 10 15 20

INTERPR ETATION

When you have a problem, big bazaar s hows little interest in solving it. After analysing this

statement I found that most of the respondents agreed i.e. 32% r espondents disagreed. Also I

found that 22% were neutral with this statement and 20% were committed with disagree. There

was 10 strongly disagreed. Hence Big Bazaar needs little improvement.

Ques. 10 Staff delivers the appropriate ser vice as promised.


PER CENTAGE

DISAGREE 7 14 14


DISAGREE

AGREE 9 18 100

TOTAL 50 100

Staff delivers the appropriate service aspromised

1418DISAGREE

NEITHER AGREE NOR

DISAGREE

68 AGREE

INTERPR ETATION

Employees in the big bazaar tell you exactly when the ser vices will be perfor med. Major ity of

the respondents are neutral or uncertain with this statement.18% respondents were agree. At the

same time 14% disagreed.

Ques.11 Staff communicate in a language that you understand.


PER CENTAGE


DISAGREE 2 4 8


DISAGREE

AGREE 18 36 52


TOTAL 50 100

Staff communicate in a language that youunderstand

2524

2018

15

102 2 4

5

0

STRONGLY

DISAGREE DISAGREENEITHER AGREE

NOR DISAGREE AGREESTRONGLY

AGREE

INTERPR ETATION

According to s urvey, it has been judged that staff of big bazaar communicate in a language,

which can be easily understood by the customer. As 48% of respondent are strongly agree with

this statement, 36% are agree and 8% are uncertain.

Ques. 12 The behavior of staff makes you feel that you can tr ust them and have confidence in

them.


PER CENTAGE


DISAGREE 16 32 50


DISAGREE

AGREE 4 8 100

TOTAL 50 100

The behavior of staff makes you feel thatyou can trust them and have confidence in

them.

8 18 STRONGLY DISAGREE

DISAGREE

42

32 NEITHER AGREE NOR

DISAGREE

AGREE

INTERPR ETATION

The employees of the bank are little tr ustworthy The behavior of employees in big bazaar builds

confidence in you. Here analysis shows that most of the people that is 42% are uncertain, 32%

are disagree, 18% are strongly disagree and 8% are agree.

Ques. 13 The store layout at this store makes it easy for customers to find what they need.


PER CENTAGE


DISAGREE 12 24 30


DISAGREE

AGREE 14 28 80


TOTAL 50 100

The store layout at this store makes it easy forcustomers to find what they need.

STRONGLY AGREE

AGREE

The store layout at this storeNEITHER AGREE NOR DISAGREE

make s it easy for custome rs to

find what they need.

DISAGREE

STRONGLY DISAGREE

0 5 10 15

INTERPR ETATION

Big bazaar has modern- looking and hi- tech equipments sys tem that clear ly shows customer, the

product they want. They have well designed s ystem. 28% of respondent are agree with this

statement, 24% are disagree, 22% are uncertain, and 20% are strongly agree.

Ques. 14 The store layout at this store makes it easy for customers to move around the store.


PER CENTAGE


DISAGREE 9 18 48


DISAGREE

AGREE 6 12 84


TOTAL 50 100

The store layout at this store makes it easyfor customers to move around the store.

100%90%80%70%60%

15 9 12 6 850%40%30% The store layout at this store20% make s it e asy for customers to10%

move around the store.0%

INTERPR ETATION

According to research, it has been obser ved that store layout is not up to the mark as des ire by

the customer. Because 30% are strongly disagree, 24% are uncertain, 18% are disagree and 16%

are strongly agree.

Ques. 15 Big bazaar provides plenty of convenient parking for cus tomers.


PER CENTAGE


DISAGREE 15 30 66


DISAGREE

AGREE 5 10 96


TOTAL 50 100

Big bazaar provides plenty of convenientparking for customers

STRONGLY DISAGREE

10 436 DISAGREE

20

NEITHER AGREE NOR

DISAGREE

30 AGREE

STRONGLY AGREE

INTERPR ETATION

From the above data I interpret that there are more number of four wheeler coming to Big Bazaar

than two wheeler. People prefer to visit big bazaar with their families. And people are not

satisfied with the parking facility. So parking facility should be good to attract lar ge number of

customers.

Ques. 16 Big bazaar accepts most major credit cards.


PER CENTAGE


DISAGREE

AGREE 19 38 54


TOTAL 50 100

Big bazaar accepts most major credit cards.

2325

19

20

15

Big bazaar acce pts most major8

cre dit cards.10

5

0

NEITHER AGREE AGREE STRONGLY AGREE

NOR DISAGREE

INTERPR ETATION

According to research it has been proved that Big Bazaar accept mos t major credit cards. 46% of

respondents strongly agree this statement, whereas 38% agree and 16% are uncertain about this

statement.

Ques. 17 What about the ser vice could be improved?


PER CENTAGE

Service can be faster/more 11 22 22

efficient .

Service could be 4 8 30

friendlier.

Staff s hould communicate 7 14 44

better wit h customer.

Store needs to be cleaner. 7 14 58

The location needs 11 22 80

Parking.

The location needs to be 8 16 96

closer.

Ot her please specify. 2 4 100

TOTAL 50 100

What about the service could be improved

Service can be faster/more4 efficient .

22 Service could be friendlie r.16

Staff should communicate

better with customer.

Store nee ds to be cleaner.

8

The location needs Parking.22

The location needs to be closer.14

Other please specify.14

INTERPR ETATION

By analyzing the responses to this question, I as a researcher, can identify the improvement ar eas

in operations at Big Bazaar.

Appropr iate decis ions can be made keeping these number s in mind.

We should increase the space for parking & per for m services faster.

We should clean the store regularly so that customer feel hygienic in the store.

Less percentage is given to behavior, their communication and location.

FINDINGS OF THE REPORT

Big Bazaar is undoubtedly number one retailer in I ndia. It has build ver y emotional &

cordial relationship with its customers.

They are also intending to build long ter m relations hip with all its stakeholders which is

very essential for successful business venture.

In order to attract customer they should provide good parking facility

Cleanliness and hygienic environment is also the major concer n for big bazaar.

Management needs to be focus on it.

Store layout should also be developed in an efficient manner so that customer can get

things easily.

According to research I found that most of the people were affected & attracted with

offers and schemes. So, Big Bazaar s hould employ those people who are well trained to provide

information to customer regarding new things to enhance its customer services.

Consumer choose malls to shop because they all want variety and brands. According to

customers it is economical as compared to other places.

We can also say that location, variety conveniences and economical products are not the

only thing which attract the cus tomer but good customer ser vice is one of the cr ucial factor that

attract customers.

RECOMMENDATIONS

Advertising is the basic and most prominent tool to increas e the awareness of product.

So, Big Bazaar should use this tool to increase their s har e in the market.

Retail business is successful only when they have a good cus tomer ser vices. Cus tomer

loyalty can only be gain by providing good or satisfied ser vices to the customers.

Most respondents take on the spot decision of buying different products because of the

various attractive products displays. So pretty combination with good services should be done to

retain customers.

Quality play a major role because mos t respondent said that they want a quality product

and that’ s also the one of the reason for mos t of the respondents s ticking to particular brand.

Customers are very pr ice conscious they are having many options in the market. The

following steps should opt :-

Should follow more of high low pricing rather than ever yday low pr icing

Should go for a weekly coupon system as it hold more of the loyal customers.

Should provide good customer services so that customer like to vis it again.

There should be a proper assortment of various product categories.

Proper training should be provided to the customer so that they can deal with customer

efficiently

Various offers can be provided to them to attr act new customers.

Quality in product should be reach up to mark.

CONCLUSION

As most of the retail industries did market research before enter ing into market. Same

thing was done by Big Bazaar. Location, market, consumer perception analys is was done by big

bazaar.

In one year, much more diver sification was done in it. And to retain customer s they us e

many loyalty programs & I T techniques.

Big bazaar, a part of future group is a hyper market offering a huge array of goods of good

quality for all at affordable prices. Big bazaar with over 140 outlets in different part of India is

present in both the metro cities as well as in small towns.

Big bazaar can attract more cus tomers by differ ent variety an d assortments.

They can improve customer satisfaction by providing home delivery ser vices.

We can conclude that Big Bazaar has one of the major retail industry in india.

Working environment is good and also the var ious facilities is provided to increase the

customer ser vices.

There exist a healthy & strong relations hip between employees and managers.

The employees accept their responsibility wholehear tedly and per for m the services in

well manner that satisfied the customers.

BIBLIOGRAPHY

References

1. Philip Kotler, marketing management,

(Pearson education, 12thedition)

2. Naresh Malhotra marketing research (An applied or ientation),

Research design,

(Prentice hall of India pvt. 5th edition)

3. Berman B and Evans J.R, Retail Management

(Pearson education, 10 editionth

4. Service Marketing by M.K Rampal

5. Integrated service marketing (4 edition) by Zeithmalth

Inte rnet web s ites

1 bigbazaar.co.in

2 literature review on bigbazaar.com

3 retailseminar.in

4 organizedretail.co.in

5 google.com

6 www.futuregroup.com

QUESTIONNAIRE

Respected Sir/Madam

I am student of Guru Nanak Institute Of Manage ment , conducting s urvey on “customer

service wit h reference to big bazaar” . All the data will be kept confidential and will be usedjust for analysis of the project. I request you to tick the option which in your opinion believes tobe tr ue.

Customers Name

Age :

Monthly Income Level: Below Rs.10000

Rs.10000 – Rs.20000

Rs.20000 – Rs.30000

Above Rs.30000

Educational Q ualif ication: Under graduate

Graduate

Post Graduate

1) How frequently do you visit Big Bazaar

Twice in a week Once in a week

Dur ing Special offers Whenever the need arises

2) Are you happy with the location of Big Bazaar

Yes No

Excellent g ood averag e fair p oor

3) Staff was available in a timely manner.

4) Staff greeted you and offered to help you.

5) Staff answered your questions.

6) Staff showed knowledge of the pr oducts/ser vices.

7) Staff was courteous throughout.

8) Overall, how would you rate customer ser vice

of big bazaar?

Strongly Disagree neither agree Agree Strongly

Disagree Nor disagree Agree

9) Your complaints are constr uctively handled.

10) Staff delivers the appropriate ser vice as promised.

11) Staff communicate in a language that you unders tand..

12) The behavior of staff makes you feel that you

can trus t them and have confidence in them.

13) The store layout at this store makes it easy

for customer s to find what they need.

14) The store layout at this store makes it easy

for customer s to move around the store.

15) Big bazaar provides plenty of convenient

parking for customers.

16) Big bazaar accepts most major credit cards.

17) What about the service could be improved?

Service can be faster/more efficient

Staff could be friendlier

Staff should communicate better with cus tomers

Store needs to be cleaner

The location needs parking

The location needs to be closer

Big Bazaar Project

Documents

Transcript of Big Bazaar Project