PANKAJ BAGHEL (B.B.A.

)
FOR ADITYA COLLEGE

PROJECT REPORT
ON

Aditya College
BACHELOR OF
BUSINESS
ADMINISTRATION
2013-15

SUBMITTED TO:

SUBMITTED BY:

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

MS: SUBHASH SHARMA

PANKAJ BAGHEL

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

CERTIFICATE
This is to certify that MR. PANKKAJ BAGHEL, students of
JIWAJI UNIVERSITY GWALIOR

has completed his Project

report on COSTUMER BEHAVIOUR AND DELIGHT In the year

2014-2015 in final fulfillment of BIG BAZAR ADMINISTRATIONS
He has successfully completed the project under my constant
guidance and support.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

DECLARATION
I hereby declare that the Project report titled COSTUMER
BEHAVIOUR AND DELIGHT 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 B.B.A. OF ADITYA COLLEGE (2013-15)

Date: 4TH SEP 2014

PANKAJ BAGHEL
(B.B.A.) (2013-15)

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

COSTUMER BEHAVIOUR AND DELIGHT

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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

DELIGHT

report,

COSTUMER BEHAVIOUR AND

First of all I am extremely thankful to my college ADITYA

COLLEGE (AFFILIATED by JIWAJI UNVERSITY ) for providing me

with this opportunity and for all its cooperation and contribution. I also
express my gratitude to my Project mentor and guide Ms Subhash Sir. 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.
PANKAJ BAGHEL
(B.B.A.) (2013-15)
FOR ADITYA COLLEGE
(AFFILIATED BY JIWAJI UNIVERSITY )

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

INDEX
CONTENTS
1

INTRODUCTION.

COMPANY PROFILE

MARKETING MIX

CUSTOMER SERVICES IN BIG BAZAAR

SWOT ANALYSIS

RESEARCH METHODOLOGY

DATA ANALYSIS

FINDINGS OF THE REPORT

CONCLUSION

10

RECOMMENDATIONS

11

BIBLIOGRAPHY

12

ANNEXURE: QUESTIONNAIRE

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

INTRODUCTION
BIG BAZAR, is Indias leading retailer that operates multiple retail formats
in both the value and lifestyle segment of the Indian 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 India
and employs over 36,000people.
The companys leading formats include Pantaloons, a chain of fashion
outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a
supermarket chain, blends the look, touch and feel of Indian bazaars with
aspects of modern retail like choice, convenience and quality and Central,
a chain of seamless destination malls. Some of its other formats include,
Depot, Shoe Factory, Brand Factory, 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. Income 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,
shoppers stop, malls, branded retail outlets and specialty stores. . My
study 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 retail India Ltd. It is a type of
market where various kinds of products are available under one roof. My

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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 current market.

This market field survey will help in knowing the present customers tastes
and preferences. It will help me in estimating the customers future needs,
wants & demand.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

COMPANY
PROFILE

PANKAJ BAGHEL (B.B.A.)

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BIG BAZAAR

PANKAJ BAGHEL (B.B.A.)

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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: 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 Surveillance system, which detects the products that has
attached tags or not.

1.

Big Bazaar is a chain of hypermarket in India, which caters to every

familys 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

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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.

PANKAJ BAGHEL (B.B.A.)

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GROUP VISION
To deliver Everything, Everywhere, Everytime to Every
Indian Consumer in the most 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 delivery formats, creating retail
realty, making consumption affordable for all customer segments for
classes and for masses.
3 We shall infuse Indian brands with confused and renewed ambition
4 We shall be efficient and cost-conscious and committed to quality in
whatever we do.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

FOOD BAZAR

FASHION

PANKAJ BAGHEL (B.B.A.)

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Board of directors
Managing director
Mr kishore Biyani
Wholetime Director
Mr
Gopikishan
Biyani
Mr Rakesh Biyani
Director
Mr
Shailesh
Haribhakti
Mr S.Doreswamy
Mr Darlie Koshy
Mr Anil Harish
KEY MEMBER OF BIG BAZAAR
STORE MANAGER- MR. RITESH GAUTAM
HR- Ms Anushree
ASM- Pankaj Sharma (Fashion, Electronic,GM Section)
ASM- Sachin Verma (Food, Non Food , Home Fashion, Laguge)
Dm- Sandip (Food, Non Food)

Tl- Parbhakar /Anuj Sharma

Dm Manash (Boys Fashion)

Tl Bhupendra

Dm Sandip Gautam (Girl, Kids)

Tl Anuj

Dm- Malik (Hm, Toys, Footwear)

Tl- Satendra

Dm Ram Chandra Tiwari (Electronic)

Dm Anuj Sharma (GM)

Tl - Lalit

Tl Pawan Pal

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

BIG BAZAAR SUPER CENTER

Big Bazaar

Hyper mart chain in India

Outlet

140 Outlets

Parent Group

Future Group

Owner

Kishore biyani

Founded

2001

Head office

Jogeshwari, Mumbai

Industry

Retail

Tagline

Is se sasta aur accha kahin nahi

OBJECTIVES

1.

To analyze how the mix influence the customer satisfaction level.

2.

To determine 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 services.

PANKAJ BAGHEL (B.B.A.)

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IMPORTANCE OF STUDY

Its provide guideline for further research in area for organized retail.
Research says about customer buying behavior towards Big Bazaar. The
research is also important to identify Market size, growth and Market
Potential of Big Bazaar. The research shows future Scenario of Big Bazaar
in current perspective. The study shows Opportunities and challenges for
Big Bazaar respect of internal & external environment. Research say about
main competitors in the field of organized retail sectors. The study provide
guideline to further extension of Big Bazaar. The study provide help to
know the customers 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 primary data and secondary data.
This study only focuses on urban buying behavior of customers. The study
does not say anything about rural buying behavior of customer because
rural norms/status/attitude & acceptance of the rural customers differs with
urban customers. It 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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

CORE VALUES
1 Indianness-Confidence in ourselves
2 Leadership-To be leader in thought & business
3 Openness-To be open in & receptive to new ideas,
knowledge & information
4 Adaptability-To be flexible & adaptable, to meet new
challenges.

PANKAJ BAGHEL (B.B.A.)

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PANKAJ BAGHEL (B.B.A.)

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4. MARKETING MIX
PRODUCT MIX
Fashion
Produce

Denims
Shirts

Non food Care

Food Station

Farm

Shampoos

Fruits

&

Fabrics

Detergents

Soft Drink
Packaged
Juices

Formal Wear

Soaps

Milk Items

Casual Wear

Liquid Wash

Frozen Foods

PRICE MIX
Value Pricing (EDLP)
Promotional Pricing
Low Interest Financing
Psychological Discounting
Special Event Pricing
Differentiated Pricing
Time Pricing

Vegetables
Imported
Fruits
Dairy
Products

PANKAJ BAGHEL (B.B.A.)

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PLACE MIX

Initially Identifies Future/Potential development areas.

Acquire such areas at an early 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(Pay 10000) Of Shopping 12000
Advertising(Print ads, TV Ads, Radio)
Brand Endorsement by M.S DHoni
Exchange Offer
Weekend Discount
Point of Purchase Promotion

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

CUSTOMER
SERVICES WITH
REFERENCE TO
BIG BAZAAR

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Custome r service is the provision of services to customers before, during

and after a purchase.
According to Turban Customer service is a series of activities designed to
enhance the level of customer satisfaction that is, the feeling that a
product or service has met the customer expectation."
Its importance varies by product, industry 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 perform
related functions at the point of sale; the perceived success of such
interactions being dependent on employees "who can adjust themselves to
the personality of the guest,"
Customer service plays an important role in an organization's ability to
generate income and revenue. From that perspective, customer service
should be included as part of an overall approach to systematic
improvement. A customer service experience can change the entire
perception a customer has of the organization.
Customer support is a range of customer services to assist customers in
making cost effective and correct use of a product. It includes assistance in
planning, installation, training, trouble shooting, maintenance, upgrading,
and disposal of a product.

A multi-task position drawing on extensive CUSTOMER SERVICE

experience to advance a proven track record for developing and
maintaining key accounts and improving departmental efficiencies.

PANKAJ BAGHEL (B.B.A.)

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Objectives of Customer Services

Provide customers and staff with clear standards and expectations
Ensure all customer contact reaches an appropriate conclusion
Minimize incidences of repeat contact
Seek to provide a seamless service for customers
Provide equal and easy access to our services 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 origin, race, religion or geographical location
Provide a prompt, courteous and knowledgeable response to all
customer enquiries.
Equip our staff to provide customers with an excellent standard of
service
Enable our customers to provide feedback easily, through complaints,
customer surveys, etc
Use customer compliments, comments and complaints to drive
improvements to service
Improve the speed, quality and consistency of response to
enquiries by having our information in a format that can be
easily accessed

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Customer Segmentation of Big Bazaar

Big Bazaar target higher & upper middle class customers.
The large and growing young working population is a preferred
customer segment.

Big Bazaar specially targets working women & home markets who
are the primary decision maker.

Good customer service is the lifeblood of any business. You can offer
promotions and slash prices 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 service is all about bringing customers back. And about
sending them away happy - happy enough to pass positive feedback
about your business along to others, who may then try the product or
service you offer for themselves and in their turn become repeat
customers.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

Answer the phone.
Dont make promise unless you will keep them.
Listen to their customer.
Deal with complaints.
Be helpful.
Train your staff to be always helpful, courteous and knowledgeable.
Take the extra step.
Throw in something extra.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Customer satisfaction in big bazaar

The degree of customer satisfaction you deliver determines the level of
long- term success you will achieve in business.

Customer satisfaction their top priority

Don't just make sales. Create customers - satisfied customers. In addition
to the Immediate profit they provide on the first sale, satisfied customers
help you build your business in 2 other important ways:
1.They become a reservoir of repeat buyers. For some businesses that
means repeat buyers for more of the same product or service. For every
business, it means buyers for additional products and services.
2.They automatically refer more business to you from their friends and
business
contacts. This is highly profitable business for you because it doesn't cost
you any time or money to get it.

Customers services 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 suc h as fashion, which

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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:Wensday 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 Surveillance system, 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 blessing.
Attractive Design, interior & good atmosphere.

PANKAJ BAGHEL (B.B.A.)

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Competitors of Big Bazaar with regard to services

Wal-Mart
Reliance
Shoppers stop
Vishal mega mart
Local retailers
Easyday (Bharti)

Big Bazaar targets to be achieved

The aim is to increase the retail business to around 30 million
square feet by 2013 as compared to 8 million square feet of now.
To become a substantial part of every Indians 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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

SWOT ANALYSIS

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1.

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

2.

Weakness
Failing revenue/sq.ft
Unable to meet store targets
Unavailability of popular brands

3.

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.

PANKAJ BAGHEL (B.B.A.)

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4.

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

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RESEARCH
METHODOLGY

PANKAJ BAGHEL (B.B.A.)

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Methodology adopted for study

Observing the working of various departments like finance. Human
resource, marketing, purchasing, production.
Discussion with the executives, managers, employees.
Visiting & surfing websites of company.

Meaning
Research Methodology is a set of various methods to be followed to find
out various informations 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
Primary Source
Secondary Source

PANKAJ BAGHEL (B.B.A.)

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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 findings.

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.

PANKAJ BAGHEL (B.B.A.)

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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.

PANKAJ BAGHEL (B.B.A.)

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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.
Sampling Units: Customers of Big bazaar.
Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
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

PANKAJ BAGHEL (B.B.A.)

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Likert scaling is a bipolar scaling method, measuring either positive or

negative response to a statement

The questionnaire consists of two parts. The first part consists of three
questions concerning the demographic information of the respondent such
as the name, age, educational qualifications and income. The second part
consisting of 18 questions exploring the respondents 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 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.

PANKAJ BAGHEL (B.B.A.)

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DATA ANALYSIS

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Ques. Income

MONTHLY

FREQUENCY

PERCENTAGE

INCOME

CUMULATIVE
PERCENTAGE

Below Rs.10000 2

Rs.10000

10

20

24

12

24

48

Above Rs.30000 26

52

100

TOTAL

100

Rs.20000
Rs.20000
Rs.30000

50

MONTHLY INCOME
4
20
Below Rs.10000
52

24

Rs.10000Rs.20000
Rs.20000

Rs.30000
Above Rs.30000

PANKAJ BAGHEL (B.B.A.)

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INTERPRETATION
From the table and graph above it can be seen that
4% respondents income are below 10000.
20% respondents income are between 10000 to 20000.
24% respondents age income are between 20000 to 30000.
52% respondents 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

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Educational qualifications
30
25
20
1
5

Educational
qualifications

1
0
5
0

SCHOOL

GRADUATE

POST
GRADUATE

INTERPRETATION
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 visit Big Bazaar.
SCALE

FREQUENCY

Twice in a week

Once in a week

18

During Special offers

15

Whenever the need arises

10

TOTAL

50

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How frequently do you visit Big Bazaar.

100%
90%
80%
70%
60% 7
50%

18

15

10

Once in a
week

During
Special
offers

Whenever
the need
arises

40%
30%
20%
10%
0%
Twice in a
week

How frequently do you visit

Big
Bazaar.

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.

PANKAJ BAGHEL (B.B.A.)

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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.

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Ques. 3 Staff was available in a timely manner.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

EXCELLENT

18

36

36

GOOD

24

48

84

AVERAGE

90

FAIR

10

100

TOTAL

50

100

Staff was available in a

timely manner.
10%
6%
36%

EXCELLE
NT
GOOD
AVERAG
E
FAIR

48%

PANKAJ BAGHEL (B.B.A.)

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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.
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.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

EXCELLENT

GOOD

10

20

22

AVERAGE

15

30

52

FAIR

18

36

88

POOR

12

100

TOTAL

50

100

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Staff greeted you and offered to help

you
20
18
16
14
12
10
Staff greeted you
offered to help you

and

6
4
2
0
EXCELLENT GOOD
POOR

AVERAGE

FAIR

INTERPRETATION
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 .

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Ques. 5 Staff answered your questions.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

EXCELLENT

16

16

GOOD

21

42

58

AVERAGE

13

26

84

FAIR

10

94

POOR

100

TOTAL

50

100

Staff answered your questions.

25
20
15
10
5
0

Staff
answered
questions.

your

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

14

94

POOR

100

TOTAL

50

100

Staff showed knowledge

of the
products/services.
14

EXCELLE
NT
GOOD
AVERAG
E

22

24
34

FAIR
POOR

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Ques. 7 Staff was courteous throughout.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

EXCELLENT

GOOD

16

22

AVERAGE

20

40

62

FAIR

17

34

96

POOR

100

TOTAL

50

100

Staff was courteous throughout.

20
15
10
5
0

Staff
was
throughout.

courteous

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

GOOD

14

28

36

AVERAGE

23

46

82

FAIR

18

100

TOTAL

50

100

Overall, how would you

rate customer service of
big bazaar
2
5
2
0
1
5

8) Overall, how would

you
rate
customer
service of big bazaar

1
0
5
0

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

16

16

DISAGREE

16

32

48

NEITHER AGREE NOR

11

22

70

AGREE

10

20

90

STRONGLY AGREE

10

100

TOTAL

50

100

DISAGREE

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Your

complaints
are
constructively
handled

STRONGLY
AGREE

AGREE
NEITHER
NOR

10
AGREE
11

DISAGREE

16

STRONGLY
DISAGREE
0

9) Your complaints
are
constructively
handled

8
5

10

15

20

INTERPRETATION
When you have a problem, big bazaar shows little interest in solving it.
After analysing 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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Ques. 10 Staff delivers the appropriate service as promised.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

DISAGREE

14

14

NEITHER AGREE NOR

34

68

82

AGREE

18

100

TOTAL

50

100

DISAGREE

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

STRONGLY DISAGREE

DISAGREE

16

AGREE

18

36

52

STRONGLY AGREE

24

48

100

TOTAL

50

100

NEITHER AGREE NOR

DISAGREE

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Staff communicate in a language

that you understand
25
20
15
10
5
0

24

18
2

STRONGLY
DISAGREE DISAGREE

NEITHER
AGREE
NOR
DISAGREE

AGREE
STRONGL
Y
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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

18

18

DISAGREE

16

32

50

NEITHER AGREE NOR

21

42

92

AGREE

100

TOTAL

50

100

DISAGREE

The behavior of staff makes you feel

that you can trust them and have
confidence in them.
8

STRONGLY
DISAGREE

18

DISAGREE
42
32

NEITHER AGREE
NOR
DISAGREE
AGREE

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

DISAGREE

12

24

30

NEITHER AGREE NOR

11

22

52

AGREE

14

28

80

STRONGLY AGREE

10

20

100

TOTAL

50

100

DISAGREE

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

The store layout at this store makes it

easy for customers to find what
they need.
STRONGLY
AGREE
AGRE
E
NEITHER
DISAGREE

AGREE

The store layout at this

store makes it easy for
customers to find what they
need.

NOR

DISAGREE
STRONGLY DISAGREE
0

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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

18

48

NEITHER AGREE NOR

DISAGREE

12

24

72

AGREE

12

84

STRONGLY AGREE

16

100

TOTAL

50

100

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

The store layout at this store makes it

easy for customers to move around
the store.
100
%
90
%

80%
70
%

60%

15

50
%

40%
30
%
20
%
10
%
0
%

12

The store layout at this

store makes it easy for
customers to move around
the store.

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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

AGREE

10

96

STRONGLY AGREE

100

TOTAL

50

100

DISAGREE

Big

bazaar provides plenty of

convenient
parking
for
customers
10

STRONGLY DISAGREE

4
36

DISAGR
EE

20
NEITHER AGREE NOR
DISAGREE
30

AGRE
E
STRONGLY AGREE

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

16

16

AGREE

19

38

54

STRONGLY AGREE

23

46

100

TOTAL

50

100

DISAGREE

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Big bazaar accepts most major credit cards.

23

25
19
20
15

Big bazaar accepts most

major
credit cards.

10
5
0

NEITHER AGREE AGREE

NOR DISAGREE

STRONGLY AGREE

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
faster/more

be
11

22

22

30

efficient .
Service could be
friendlier.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Staff should communicate 7

14

44

Store needs to be cleaner. 7

14

58

The location needs

11

22

80

16

96

Other please specify.

100

TOTAL

50

100

better with customer.

Parking.
The location needs to be
closer.

What about the service could be improved

Service
can
faster/more
efficient .
Service
could
friendlier.

4
22

16

be

be

Staff should communicate

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

22
14
14

The location needs to be

closer.
Other please specify.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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.
We should increase the space for parking & perform 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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

FINDINGS OF THE REPORT

Big Bazaar is undoubtedly number one retailer in India. It has build very
emotional & cordial relationship with its customers.
They are also intending to build long term relationship 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 concern 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 should 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 customer but good
customer service is one of the crucial factor that attract customers.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

RECOMMENDATIONS
Advertising is the basic and most prominent tool to increase the
awareness of product. So, Big Bazaar should use this tool to increase their
share in the market.
Retail business is successful only when they have a good customer
services. Customer loyalty can only be gain by providing good or satisfied
services 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 most respondent said that they want
a quality product and thats also the one of the reason for most of the
respondents sticking to particular brand.
Customers are very price
conscious they are having many options in the market. The following steps
should opt :Should follow more of high low pricing rather than everyday low
pricing
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 visit
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 attract new customers.
Quality in product should be reach up to mark.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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.
Big bazaar can attract more customers by different variety an d
assortments.
They can improve customer satisfaction by providing home delivery
services.
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.

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

BIBLIOGRAPHY
References
1.

Philip

Kotler,

marketing

management,

(Pearson

education,

12thedition)
2.

Naresh Malhotra marketing research (An applied orientation),

Research design,
(Prentice hall of India pvt. 5th edition)
3.

Berman B and Evans J.R, Retail Management (Pearson education,

10th edition
4.

Service Marketing by M.K Rampal

5.

Integrated service marketing (4th edition) by Zeithmal

Internet web sites

1

bigbazaar.co.in

literature review on bigbazaar.com

retailseminar.in

organizedretail.co.in

google.com

www.futuregroup.com

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

QUESTIO
NNAIRE
Respected Sir/Madam
I am student of Institute Of Management
& Research Ghaziabad, conducting
survey on customer service with
reference to big bazaar. All the data will
be kept confidential and will be used just
for analysis of the project. I request you to
tick the option which in your opinion
believes to be true.

Customers Name

Age :
M/F

Monthly Income Level:

Rs.10000

Gender:

Below

Rs.10000 Rs.20000
Rs.20000 Rs.30000
Above Rs.30000

Educational Qualification:
graduate
Graduate

Under

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

Post Graduate

2)

Are you happy with the location of

Big Bazaar

Yes

No

Excellent good average fair

poor

3)
Staff was available in a timely
manner.
yes
4)
Staff greeted you and offered to help
you. yes
5)

Staff answered your questions.

yes

7)

Staff was courteous throughout.

yes

8)

Overall, how would you rate

customer service
of big bazaar?

yes

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

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

PANKAJ BAGHEL (B.B.A.)

FOR ADITYA COLLEGE

THANK YOU