A STUDY ON CUSTOMER SATISFACTION

WITH REFERENCE TO BIG BAZAAR

A Project
Submitted in partial fulfillment of the requirements for
The award of the Degree of

MASTER OF BUSINESS ADMINSTRATION

By

SHOBHA MEENAKSHI MISHRA

(MBA/40027/11)

DEPARTMENT OF MANAGEMENT
BIRLA INSTITUTE OF TECHNOLOGY
EXTENSION CENTRE, LALPUR
2013
 DECLARATION CERTIFICATE

This is to certify that the work presented in the thesis entitled “A Study on
Customer Satisfaction with Reference to Big Bazaar” in partial
fulfillment of the requirement for the award of Degree of Master of
Business Administration of Birla Institute of Technology Mesra, Ranchi is
an authentic work carried out under my supervision and guidance.

To the best of my knowledge, the content of this project does not form
a basis for the award of any previous Degree to anyone else.

Date: Mrs. Milli Dutta

Department of Management
Birla Institute of Technology
Extension Centre, Lalpur
 CERTIFICATE OF APPROVAL

The foregoing project entitled “A Study on Customer Satisfaction with

Reference to Big Bazaar”, is hereby approved as a creditable project and
has been presented in satisfactory manner to warrant its acceptance as
prerequisite to the degree for which it has been submitted.

It is understood that by this approval, the undersigned do not necessarily

endorse any conclusion drawn or opinion expressed therein, but approve
the project for the purpose for which it is submitted.

(Internal Examiner) (External Examiner)

(Head of the Department)

 ACKNOWLEDGEMENT

At the onset I would like to express my deep sense of gratitude to each and
every person who helped and supported me during my project work
duration.

I am thankful to the department of management, Birla Institute of

Technology, for their support regarding my project work.

I would like to express my sincerest gratitude and heartfelt thanks to my

project guide Mrs. Milli Dutta for guiding me during the course of the
project.

Shobha Meenakshi Mishra

(MBA/40027/11)
 INDEX

Chapter 1 INTRODUCTION

1.1 OBJECTIVE OF THE STUDY

1.2 SCOPE OF THE STUDY

Chapter 2 COMPANY PROFILE

2.1 BIG BAZAAR

Chapter 3 SWOT ANALYSIS

Chapter 4 RESEARCH METHODOLOGY

Chapter 5 DATA ANALYSIS

Chapter 6 FINDINGS OF THE STUDY

Chapter 7 RECOMMENDATIONS

7.1 SUGGESTIONS

Chapter 8CONCLUSION

BIBLIOGRAPHY

ANNEXURE: QUESTIONNAIRE
 Chapter 1. INTRODUCTION

DEFINING CUSTOMER SATISFACTION:

It is a measurement or indicator of the degree to which customers or users

of an organization’s products or services are pleased with those products
or services.

CUSTOMER SATISFACTION TO A COMPANY CAN BE DEFINED AS:

The company's ability to fulfill the business, emotional, and psychological

needs of its customers;

Quality of service delivery expected by the customers.

An internal drive to satisfy an unsatisfied need of customer.

Providing good service in a pleasant manner and meeting the customer's

expectations;

The measure of the degree to which a product or service meets the

customer's expectations;

Comparison of expectations versus actual experience.

WHY AND HOW TO MEASURE CUSTOMER SATISFACTION?

Most companies say that they believe in great customer service, but few
set up a system to ensure that they provide it. To deliver excellent
customer service takes both understanding what your customers want and
the way to see that they receive it.

Delighted Customers Are Profitable:

It is widely accepted that it is almost five times more profitable to sell to an

existing customer than to find a new customer. More important, the
difference between satisfied customers and very satisfied customers can
make a big difference in customer repeat business and the profits.
Measuring client satisfaction is very important and distinguishing between
degrees of satisfaction by using customer surveys is crucial.

MEASURING CUSTOMER SATISFACTION:

There are several ways to gather input from customers. The simplest way
to find out how customers feel and what they want is to ask them. If you
have only 20 customers, you can talk to each one personally. The
advantage of this approach is that you'll get a personal "feel" for each
customer.

The disadvantage is that you'll gather different information from each

customer depending on how the conversation goes.

Customer surveys with standardized survey question insure that you will
collect the same information from everyone. Remember that few of your
customers will be interested in "filling out a questionnaire". It's work for
them without much reward. By launching a customer survey as an attempt
to find out "how we can serve you better" -- your customers will feel less
put upon.

Here are a few of the possible dimensions that one could measure:

 Quality of product
 Pricing
 Offers and discounts
 Staff’s behavior
 Complaints or problems
 Billing experience
 Security’s behavior
 Store’s ambience & cleanliness
 Overall experience in store
 Using satisfaction Surveys to achieve a Competitive advantage

CONSIDER THESE STATISTICS:

Only 4% of all customers with problems complain

The average person with a problem eventually tells 9 other people

Satisfied patients and customers tell 5 other people about their good
treatment

Cost of acquiring a new customer is usually 5-7 times greater than

retaining current ones

Cost of hiring and training a new employee is up to 10 times greater than

retaining current ones.

These facts underscore the need to satisfy your current customers so they
remain with your organization. Ensuring their satisfaction is vital to your
long-term business survival and profitability. The technology available to
both you and your competitors has made it easier to duplicate each
other’s products or services.

Because of this, it is increasingly difficult to rely on features alone to

differentiate yourself from the competition. Excellent customer satisfaction
is one of the few ways to achieve a sustainable competitive advantage.

Satisfaction (and dissatisfaction) affects your organizations bottom line

The value of satisfaction is often underestimated. Loyal customers affect

an organization’s success, which can be difficult to quantify. Loyal
customers grow your business by increasing market share. Over a
lifetime, a loyal customer purchases more, purchases at a premium (they
are less sensitive to price), costs less to sell to, and refers your business
to others.

An essential part of assessing satisfaction includes identifying

dissatisfaction. Dissatisfied customers often hold the information you need
to succeed. Understanding when and why dissatisfaction occurs, helps
you implement changes to gain and retain future customers. No matter
what type of business you are in, surveys are an important tool to help you
collect the information you need to understand and evaluate satisfaction.
 1.1 OBJECTIVE OF THE STUDY

 To study the satisfaction level of customers with regard of big

bazaar.

 To find out the buying behavior of the customers coming in to Big

Bazaar

 To study how Big Bazaar influences its customers.

 To provide recommendations on how to improve customer services

in Big Bazaar.
 1.2 SCOPE OF STUDY

 The scope of this research is to identify the buying behavior of

customers of Big Bazaar

 This research is based on primary data and secondary data.

 This study only focuses on urban buying behavior of customers.

 Chapter2. COMPANY PROFILE
Future Group
Future Group is India’s leading business group that caters to the entire
Indian consumption space. Led by Mr. Kishore Biyani, the Future Group
operates through six verticals: operates through six verticals: Retail,
Capital, Brands, Space, Media and Logistics.

Apart from Pantaloon Retail, the group’s presence in the retail space is
complemented by group companies, Indus League Clothing, which owns
leading apparel brands like Indigo Nation, Scullers and Urban Yoga, and
Galaxy Entertainment Limited that operates Bolwing Co, Sports Bar and
Brew Bar and

The group’s joint venture partners include French retailer ETAM group,
US-based stationary products retailer, Staples and UK-based Lee Cooper.
Group Company, Planet Retail, owns and operates the franchisee of
international brands like Marks & Spencer, Next, Debenhams and Guess
in India.

The group’s Indian joint venture partners include, Manipal Healthcare,

Talwalkar’s, Blue Foods and Liberty Shoes.

Future Capital Holdings, the group’s financial arm, focuses on asset

management and consumer credit. It manages assets worth over $1
billion that are being invested in developing retail real estate and
consumer-related brands and hotels. The group has launched a consumer
credit and financial supermarket format, Future Money and soon plans to
offer insurance products through a joint venture with Italian insurance
major, Generali.

The group is currently developing over 50 malls and consumption centers

across the country and has formed a joint venture company focusing on
mall management with Singapore-based CapitaLand, one of Asia’s largest
property companies Future Group’s vision is to, “deliver Everything,
Everywhere, Every time to Every Indian Consumer in the most profitable
manner.” The group considers ‘Indian-ness’ as a core value and its
corporate credo is - Rewrite rules, Retain values.
“Future” – the word which signifies optimism, growth, achievement,
strength, beauty, rewards and perfection. Future encourages us to explore
areas yet unexplored, write rules yet unwritten; create new opportunities
and new successes. To strive for a glorious future brings to us our
strength, our ability to learn, unlearn and re-learn our ability to evolve.

The motto of Future Group, to not to wait for the Future to unfold itself but
create future scenarios in the consumer space and facilitate consumption
because consumption is development. Thereby, it will effect socio-
economic development for their customers, employees, shareholders,
associates and partners.

Their customers will not just get what they need, but also get them where,
how and when they need. They are not just posting satisfactory results,
they are writing success stories.

FUTURE GROUP CONGLOMERATE:

Future group has six business pillars:

Future Retail

All the retail lines of business like food fashion and home will come under
this vertical.

Future Brand

Custodian of all the present and future brands that are either developed or
acquired by the group.

Future Space

Will have a presence in property and mall management.

Future Capital

Will provide consumer credit and micro finance services, including

marketing of MFs and insurance policies, and management of real estate
and consumer fund.

Future Media

Will focus on revenue generation through effective selling of retail media

spaces.

Future Logistic

To drive efficiencies across businesses via better storage and distribution.

GROUP VISION:

Future Group shall deliver Everything, Everywhere, Every time for Every
Indian Consumer in the most profitable manner.

GROUP MISSION:

Future Group shares the vision and belief that their customers and
stakeholders shall be served only by creating and executing future
scenarios in the consumption space leading to economic development.

They will be the trendsetters in evolving delivery formats, creating retail

realty, making consumption affordable for all customer segments - for
classes and for masses.

They shall infuse Indian brands with confidence and renewed ambition.

They shall be efficient, cost- conscious and committed to quality in

whatever they do.

They shall ensure that their positive attitude, sincerity, humility and united
determination shall be the driving force to make them successful.
MAJOR MILESTONES

1987 Company incorporated as Menz Wear Private Limited. Launch of

Pantaloons trouser, India’s first formal trouser brand.

1991 Launch of BARE, the Indian jeans brand.

1992 Initial public offer (IPO) was made in the month of May.

1994 The Pantaloon Shoppe – exclusive men’s wear store in franchisee

format launched across the nation. The company starts the
distribution of branded garments through multi-brand retail
outlets across the nation.

1995 John Miller – Formal shirt brand launched.

1997 Pantaloons – India’s family store launched in Kolkata.

2001 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first
hypermarket chain launched.

2002 Food Bazaar, the supermarket chain is launched.

2004 Central – ‘Shop, Eat, Celebrate in the Heart of Our City’

India’s first seamless mall is launched in Bangalore.

2005 Fashion Station - the popular fashion chain is launched all – ‘a

little larger’ - exclusive stores for plus-size individuals is launched

2006 Future Capital Holdings, the company’s financial arm launches

real estate funds Kshitij and Horizon and private equity fund in
division. Plans forays into insurance and consumer credit.
 2.1 BIG BAZAAR

Big Bazaar is a chain of hypermarkets in India, with more than 100 stores
in operation. It is a subsidiary of Future Group Venture Ltd's, and follows
the business model of United States-based Wal-Mart. Facilities offered
by Big Bazaar online shopping: Big Bazaar has an official website,
FutureBazaar.com, which is one of the most favorite sites among people
of India for online shopping. Future Bazaar is an online business venture
of Future Group, which sells an assortment of products such as fashion,
which includes merchandise for men and women, mobile accessories,
mobile handsets and electronics like home theatres, video cameras,
digital camera, LCD TVs, kitchen appliances and many more.

Discounts: “Hafte 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.

1. Big Bazaar is a chain of hypermarket 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
furnishings etc. at best economical prices.

3. Big Bazaar group offers more than 100 stores all over the country with
an amalgamation of Indian bazaars’ feel and touch with a convenience
and choice of the modern retail facilities

4. The worldwide country chain, Big Bazaar, is formed by CEO of Future

Group, Mr. Kishore Biyani. Their basic attraction associated with
reasonable prices is their Unique Selling Price

5. Big Bazaar has become a massive hit with lower middle-class and
middle class people as a major client base

6. Reflect the look and feel of Indian bazaars at their modern outlets.
CORE VALUES:

 Indianness: Confidence in themselves.

 Leadership: To be a leader, both in thought and business.
 Respect and Humility: To respect every individual and be humble in
their conduct.
 Introspection: Leading to purposeful thinking.
 Openness: To be open and receptive to new ideas, knowledge and
information.
 Valuing and Nurturing Relationships: To build long-term
relationships.
 Simplicity and Positivity: Simplicity and positivity in their thought,
business and action.
 Adaptability: To be flexible and adaptable, to meet challenges.
 Flow: To respect and understand the universal laws of nature.

Big bazaar uses 8 golden rules to deal with Customers:

 Answer the phone.

 Don’t make promise unless you will keep them.

 Listen to your customer.

 Deal with complaints.

 Be helpful.

 Train your staff to be always helpful, courteous and knowledgeable.

 Take the extra step.

 Throw in something extra.

Customer oriented Strategy

 Attracting & retaining customers.

 Uses Non- Traditional Strategy.

 Moving demo-trolley.

 Used young population as strategic blessing.

 Attractive Design, interior & good atmosphere.

Chapter 3 SWOT ANALYSIS

Strengths

 Everyday low pricing

 Point of purchase

 Experience marketing team executive staff

 Emphasis on providing total customer satisfaction

 Variety of stuff under single roof

 Maintain good employee-employer relationship

Weakness

 Failing revenue/sq.ft

 Unable to meet store targets

 Unavailability of popular brands

Opportunities

 Population of country is growing where the scope of market is kept

on increasing for retail sector.

 Evolving consumer preference

 Organized retail presently nearly 5% in India. So it acts as a great

opportunities to the organization for its growth.

Threats

 Competition from organized retail players which are in market and

are emerging.
 Competition from local retailers.

CHAPTER 4 RESEARCH METHODOLGY

Methodology adopted for study

o Observing the working of various departments like finance.

Human resource, marketing, purchasing, production.
o Discussion with the executives, managers, employees.
o Visiting & surfing websites of company.

Meaning

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

out various information’s regarding market strata of different products.
Research Methodology is required in every industry for acquiring
knowledge of their products.

Area of study

The study is exclusively done in the area of marketing. It is a process

requiring care, sophistication, experience, business judgment, and
imagination for which there can be no mechanical substitutes.

Sources of Data

o Primary Source

o Secondary Source

Primary Source- The primary 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 strongly disagree, disagree,
uncertain, agree and strongly agree for each question. The filled up
information was later analyzed to obtain the required interpretation and
the finding
Secondary Source- In order to have a proper understanding of the
customer service of Big Bazaar a depth study was done from the various
sources such as books, a lot of data is also collected from the official
websites of the Big bazaar and the articles from various search engines like
Google, yahoo search and answers.com.

RESEARCH DESIGN

The research design is exploratory till identification of customer services

parameters. Later it becomes descriptive when it comes to evaluating
customer perception of customer service of the big bazaar. Descriptive
research, also known as statistical research, describes data and
characteristics about the population or phenomenon being studied.
Descriptive research 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 create a causal relationship, where one
variable affects another. In other words, descriptive research can be said to
have a low requirement for internal validity. The description is used for
frequencies, averages and other statistical calculations. Often the best
approach, prior to writing descriptive research, is to conduct a survey
investigation. Qualitative research often has the aim of description and
researchers may follow-up with examinations of why the observations exist
and what the implications of the findings are.

RESEARCH SAMPLE

SAMPLING PLAN: Since it is not possible to study whole universe, it

becomes necessary to take sample from the universe to know about its
characteristics.

o Sampling Units: Customers of Big bazaar.

o Sample Technique: Random Sampling.

o Research Instrument: Structured Questionnaire.

o Contact Method: Personal Interview. SAMPLE SIZE:

The work is a case of Big bazaar one of the Retail Sector industry together
representing great per cent of the market share of Indian retail sector. The
survey 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 structured questionnaire, likert technique is used. Likert
scale is simply a statement which the respondent is asked to evaluate
according to any kind of subjective or objective criteria, generally the level
of agreement and disagreement is measured Likert scaling is a bipolar
measuring either positive or negative response to a statement

The questionnaire consists of two parts. :-

I. The first part consists of three questions concerning the demographic

information of the respondent such as the name, age, educational
qualifications and income.

II. The second part consisting of 18 questions exploring the

respondent’s perception about the customer services of big bazaar

RESEARCH LIMITATIONS

The study is only for the big bazaar confined to a particular location and a
very 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 tried to escape some statements by simply answering

“neither agree nor disagree” to most of the statements. This was one of the
most important limitations faced, as it was difficult to analyze and come at a
right conclusion.
In our study we have included 50 customers because of time limit
CHAPTER 5 DATA ANALYSIS

Demographic Details:

Ques :- Income

MONTHLY FREQUENCY PERCENTAGE 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

4
20

Below Rs.10000
52
Rs.10000 – Rs.20000

24 Rs.20000 – Rs.30000
Above Rs.30000
INTERPRETATION
From the table and graph above it can be seen that
o 4% respondent’s income are below 10000.
o 20% respondent’s income are between 10000 to 20000.
o 24% respondent’s age income are between 20000 to 30000.
o 52% respondent’s income are above 30000.

Ques. Educational qualifications

CATEGORY FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

UNDER
GRADUATE 12 24 24

GRADUATE 26 52 76

POST GRADUATE 12 24 100

TOTAL 50 100
 Educational qualifications

30
25
20

1
5
Educational
1 qualification
0 s
5

SCHOOL GRADUATE POST

GRADUATE

INTERPRETATION
o From the table and graph above it can
be seen that
o 12% respondents are Under graduate.
o 26% respondents are Graduate.
o 12% respondents are Post graduate.

Ques. 1 how frequently do you

visit Big Bazaar.

SCALE FREQUENCY

Twice in a week 7

Once in a week 18

During Special offers 15

Whenever the need arises 10

TOTAL 50
 How frequently do you visit Big Bazaar.

100%
90%
80%
70%
60% 7 18 15 10
50%
40% How frequently do you visit Big
30% Bazaar.
20%
10%
0%
Twice in a Once in a During Whenever
week week Special the need
offers arises

INTERPRETATION

This is aimed at understanding how frequently customer visit shops & buy
their product or avail their services. The highest responses have been
attributed to once a week shopping. Such customer can be presumed to
have high disposal income & may buy more daily & fashion 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 PERCENTAGE

Yes 33 66

No 17 34

TOTAL 50 100

Are you happy with the location of

Big Bazaar.

34

Yes
66 No

INTERPRETATION

Big Bazaar physical facilities are visually appealing. From 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
preferred places.
Ques. 3 Staff was available in a timely manner.

FREQUENC PERCENTAG
SCALE Y E CUMULATIVE
PERCENTAGE

EXCELLENT 18 36 36

GOOD 24 48 84

AVERAGE 3 6 90

FAIR 5 10 100

TOTAL 50 100

Staff was available in a

timely manner.

10%
6% EXCELLENT
36%
GOOD
AVERAGE
FAIR
48%

INTERPRETATION

Total sample size was 50. Here analysis shows that among the total
respondents 48% people agreed with this statement. They think that Big
Bazaar staff was available in a timely manner
Ques. 4 Staff greeted you and offered to help you.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

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
10
Staff greeted
8 you and offered
6 to help you
4
2
0
EXCELLENT GOOD AVERAGE
FAIR POOR

INTERPRETATION

Employees in Big bazaar are willing to help you.

With this statement more respondent give weight
age to average. Good were 10 people i.e. 20%
respondents, 18 people agreed i.e. 36%
respondents agreed.
Ques. 5 Staff answered your questions.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

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
5 Staff answered your questions.
0

INTERPRETATION

From my analysis I found that 42% respondents agreed that

employees of big bazaar have complete knowledge to answer their
questions. 26% respondents rate it as average to this statement and
only 16% to excellent. 10% to fair % 6% to poor.
Ques. 6 Staff showed knowledge of the products/services.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

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

the products/services.

14 6 22 EXCELLENT
GOOD
24 AVERAGE
34 FAIR
POOR

INTERPRETATION

Employees of big bazaar understand specific needs and have great

knowledge of all product & services. With this statement most of the
respondents 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 courteous throughout.

FREQUENC PERCENTAG
SCALE Y E CUMULATIVE

PERCENTAGE

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

5 Staff was courteous throughout.

0
INTERPRETATION

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 service of Big

Bazaar.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

EXCELLENT 4 8 8

GOOD 14 28 36

AVERAGE 23 46 82

FAIR 9 18 100

TOTAL 50 100

Overall, how would you rate customer service of

big bazaar

25
20
15
10 8) Overall, how would you rate customer service of big
5 bazaar
0
INTERPRETATION

Most of the respondents agreed with this statement. According to my

analysis, employees in big bazaar give prompt service. Among the total
respondents agreed respondents rate 46% as average, 28% as good,
18% fair & 8% excellent.

Ques. 9 Your complaints are constructively handled.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

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 constructively
handled

STRONGLY AGREE 5

AGREE 10

NEITHER AGREE NOR … 11 9) Your complaints are

constructively handled
DISAGREE 16

STRONGLY DISAGREE 8

0 5 10 15 20

INTERPRETATION

When you have a problem, big bazaar shows little interest in solving it.
After analyzing this statement I found that most of the respondents
agreed i.e. 32% respondents 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 service as promised.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

DISAGREE 7 14 14

NEITHER AGREE NOR 34 68 82

DISAGREE

AGREE 9 18 100

TOTAL 50 100
 Staff delivers the appropriate
service as promised

18 14
DISAGREE

NEITHER AGREE NOR

DISAGREE
68 AGREE

INTERPRETATION

Employees in the big bazaar tell you exactly when the services will be
performed. Majority 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.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY DISAGREE 2 4 4

DISAGREE 2 4 8

NEITHER AGREE NOR 4 8 16

DISAGREE

AGREE 18 36 52

STRONGLY AGREE 24 48 100

TOTAL 50 100
 Staff communicate in a language
that you understand
25
24
20
18
15
10
2
5 2 4
0
STRONGLY
DISAGREE DISAGREE
NEITHER AGREE
NOR DISAGREE AGREE
STRONGLY
AGREE

INTERPRETATION

According to survey, 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
trust them and have confidence in them.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY DISAGREE 9 18 18

DISAGREE 16 32 50

NEITHER AGREE NOR 21 42 92

DISAGREE

AGREE 4 8 100

TOTAL 50 100

The behavior of staff makes you feel

that you can trust them and have
confidence in them.

8 18 STRONGLY DISAGREE

DISAGREE
42
32 NEITHER AGREE NOR
DISAGREE
AGREE
INTERPRETATION

The employees of the bank are little trustworthy 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.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY DISAGREE 3 6 6

DISAGREE 12 24 30

NEITHER AGREE NOR 11 22 52

DISAGREE

AGREE 14 28 80

STRONGLY AGREE 10 20 100

TOTAL 50 100
The store layout at this store makes it easy
for customers to find what they need.

S
T
R
O
N
G
L
Y
The store
A layout at this
G
R store makes it
E easy for
E customers to
find what they
need.
AGREE

NEITHER
AGREE NOR
DISAGREE

DISAGREE

STRONGLY DISAGREE

0 5 10 15

INTERPRETATION

Big bazaar has modern- looking and hi- tech

equipments system that clearly shows
customer, the product they want. They have
well designed system. 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.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY DISAGREE 15 30 30

DISAGREE 9 18 48

NEITHER AGREE NOR 12 24 72

DISAGREE

AGREE 6 12 84

STRONGLY AGREE 8 16 100

TOTAL 50 100
 The store layout at this store makes it easy for
customers to move around the store.

100%
90%
80%
70%
60%
50% 15 9 12 6 8
40%
30% The store layout at this store makes it easy for
20%
10% customers to move around the store.
0%

INTERPRETATION

According to research, it has been observed that store layout is not up to the
mark as desire 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
customers.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY DISAGREE 18 36 36

DISAGREE 15 30 66

NEITHER AGREE NOR 10 20 86

DISAGREE

AGREE 5 10 96

STRONGLY AGREE 2 4 100

TOTAL 50 100

Big bazaar provides plenty of convenient

parking for customers
STRONGLY DISAGREE
4
10
36 DISAGREE
20
NEITHER AGREE NOR

DISAGREE
30 AGREE

STRONGLY AGREE
INTERPRETATION

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 large number of customers.

Ques. 16 Big bazaar accepts most major credit cards.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

NEITHER AGREE NOR 8 16 16

DISAGREE

AGREE 19 38 54

STRONGLY AGREE 23 46 100

TOTAL 50 100
 Big bazaar accepts most major credit cards.

23
25
19
20

15
Big bazaar accepts most major
8
10 credit cards.

0
NEITHER AGREE AGREE STRONGLY AGREE
NOR DISAGREE

INTERPRETATION

According to research it has been proved that Big Bazaar accept most
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 service could be improved?

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

Service can be
faster/more 11 22 22

efficient .

Service could be 4 8 30

friendlier.

Staff should
communicate 7 14 44
better with 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.

Other please specify. 2 4 100

TOTAL 50 100
 What about the service could be improved

Service can be faster/more

4 efficient .

16 22 Service could be friendlier.

Staff should communicate

better with customer.
Store needs to be cleaner.
8
The location needs Parking.
22

The location needs to be closer.

14

14 Other please specify.

INTERPRETATION

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

the improvement areas in operations at Big Bazaar.

Appropriate decisions can be made keeping these numbers in mind.

o We should increase the space for parking & perform services

faster.

o We should clean the store regularly so that customer feel

hygienic in the store.

o Less percentage is given to behavior, their communication and

location
 CHAPTER 6 FINDINGS OF THE REPORT

o Big Bazaar is undoubtedly number one retailer in India. It has build

very emotional & cordial relationship with its customers.

o They are also intending to build long term relationship with all its
stakeholders which is very essential for successful business
venture.

o In order to attract customer they should provide good parking facility

o Cleanliness and hygienic environment is also the major

concern for big bazaar. Management needs to be focus on it.

o Store layout should also be developed in an efficient manner so

that customer can get things easily.

o According to research I found that most of the people were affected

& attracted with offers and schemes. So, Big Bazaar should employ
those people who are well trained to provide information to customer
regarding new things to enhance its customer services.

o Consumer choose malls to shop because they all want variety and
brands. According to customers it is economical as compared to
other places.

o We can also say that location, variety conveniences and economical

products are not the only thing which attract the customer but good
customer service is one of the crucial factor that attract customers.
 Chapter 7 RECOMMENDATIONS

 Delivery & baggage counter should be outside the store.

 There should be a carpet on the floor of the gift section so that the
probability of breaking of fragile items may decrease.

 There should be no security hassles before entering the store.

 Home delivery should provide with area limitations.

 Billing should be hassle free.

 There should be a delivery desk so that Customer receives the

goods from delivery desk and does not have to carry the same.

 Don’t seal the poly bags as it can be reused.

 There should be a customer care number to solve any problems

faced by customers.

 Allow the carrying of water bottles in the store.

 7.1 SUGGESTIONS

 Entry gate guards should get more training on behavior.

 Increase the range of other company product, especially in apparels

and food items.

 Do not put rotten vegetables and fruits.

 There should be some refreshment inside the store.

 Increase the sound of announcements more than songs so that one

can hear clearly the offers.

 Make some arrangements at any new schemes or offers such as

queue system so that the crowed can be controlled.

 Increase footwear variety.

 CHAPTER 8 CONCLUSION

As most of the retail industries did market research before entering into
market. Same thing was done by Big Bazaar. Location, market,
consumer perception analysis was done by big bazaar.

In one year, much more diversification was done in it. And to retain
customers they use many loyalty programs & IT techniques.

Big bazaar, a part of future group is a hypermarket 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.

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

Working environment is good and also the various facilities is provided

to increase the customer services.

There exist a healthy & strong relationship between employees and

managers.

The employees accept their responsibility wholeheartedly and perform

the services in well manner that satisfied the customers.
 BIBLIOGRAPHY

Websites:

 www.futurebytes.com

 www.pantaloon.com

 www.retailindia.com

 www.google.com

Books:

 Philip Kotler, marketing management, (Pearson education, 12thedition)

 Marketing research (An applied orientation), Research design, (Prentice hall of

India Pvt. 5th edition)
 QUESTIONNAIRE
DEMOGRAPHIC DETAILS:

Customers Name:
Age:

Monthly Income Level:

Below Rs.10000

Rs.10000 – Rs.20000

Rs.20000 – Rs.30000

Above Rs.30000

Educational Qualification:

Under graduate

Graduate

Post Graduate

1) How frequently do you visit Big Bazaar

Twice in a week Once in a week

During Special offers Whenever the need arises

2) Are you happy with the location of Big Bazaar

Yes No

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 products/services.

7) Staff was courteous throughout.

8) Overall, how would you rate customer service

of big bazaar?
Strongly Disagree neither agree Agree Strongly
Disagree Nor disagree Agree

9) Your complaints are constructively handled.

10) Staff delivers the appropriate service as promised.

11) Staff communicate in a language that you understnd..

12) The behavior of staff makes you feel that you

can trust them and have confidence in them.

13) The store layout at this store makes it easy for customers to find what they

need.

14) The store layout at this store makes it easy for customers to move around

the store.

15) Big bazaar provides plenty of convenient parking for customers.

16) Big bazaar accepts 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 customers
Store needs to be cleaner
The location needs parking
The location needs to be closer