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INTRODUTION
NEED FOR THE STUDY
SCOPE OF THE STUDY
Retail industry largest industry, accounting for are 10% of the country's GDP and around 8% of
the employment retail industry in India is at the cross roads. It has emerged as one of the most
dynamic and fast paced industry with several players entering the market, but because of the
heave initial investment required break even is difficult to achieve and many of these players
have not tasted success so far.
However the future is promising; the market is growing, government policies are becoming more
favorable and emerging technologies are facilitating operations. Retailing in India is gradually
inching its way towards becoming the next boom industry. The whole concept of shopping has
altered in terms of format and consumer buying behavior ushering in a revolution in shopping in
India.
SOMEKEY FACTORS
. RETAIL IS India's largest industry accounting for over 10% of the country's GDP and around
8%of the employment.
Retailing in India is gradually inching its way towards become the next boom industry.
A chain of shopping malls in Indian currently with 31 outlets owned by Kishore Biyani
Pantaloon group
Reflects the look and feel of Indian bazaars at their modern outlets
Allover India, Big Bazaar attracts a few thousands customers on any regular day
Services:-
While retail forms the core business activity of Future Group, group subsidiaries are present in
supply chain logistics, learning & development, brand development, retail media and future
ideas.
Finance:-
In the financial space, our group companies offer consumer finance and insurance to customers,
as well as corporate loans and equity investments to companies engaged in consumer businesses.
Our mission, vision and values outline who we are, what we seek to achieve, and how we want
to achieve it. They provide a clear direction for our Company and help ensure that we are all
working toward the same goals.
Our Mission:-
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.
Our Vision:-
Future group shall deliver Everything, Everywhere, Every time for every Indian customer in the
most profitable manner.
Our Values:-
Founders' Board:
Pantaloon's Kishore Biyani has become India's largest retailer, but still has several aces up his
John Miller shirtsleeves
In India's chaotic markets, Ishore Biyani is the unchallenged king of retail. He has the knack of
catching rivals off-guard and striking where it hurts most
And now that he's set himself the task of retaining control of the largest retail space in the
country, he won't let anyone suppliers or international promoters included catch him slacking.
The latest to face the wart of the 43-year-old is South African hyper market Shoprite, which
opened shop in Mumbai (images) last month through a franchise agreement with local company
Normal Lifestyle
The hypermarket began retailing products from big boys Nestle (Get Quote), Unilever and
Procter &Gamble at consumer discounts of 20-30 percent, loweer than even Biyani's his Big
Bazaar Stores
Instead of chewing his nails, Biyani termed confrontationist, asking why the multinationals were
offering Shoprite better prices, even withdrawing Nestle products from his stores when the
company did not respond
Two days later the Nestle products were back, but not before the company had clarified its
stance. Says Biyani, "shoprite is involved in predatory pricing. There are rules against this in
every part of the world."
But as a result of his tough stance, the three MNC's have asked Shoprite to roll back the offers or
face withdrawal of supplies, he says.
Other professionals have wondered where Biyani picked up the tricks of the retailing trade.
Some has learned from his own mistakes, he admits. Others he picked up from the big boys of
international retail
"I read every book on Sam Walton, Macy's, Marks & Spencer and management gurus like Tom
Peters whose book 'Reimagine' impressed me." Even now he reads a management book every
fortnight Stephen Covey, Robert Kaplanor James Collins.
But unusual as it might seem, he also made it a point to stay away from these stores. The reason:
"by going to a Wal-Mart or a Macy's, you could get overwhelmed into thinking that was the best
model and stop learning," he says
Gopikishan Biyani is a commerce graduate and has more than twenty years of experience in the
textile business
Rakish Biyani is a commerce graduate and has been actively involved in category management,
retail stores operations, IT and exports. He has been instrumental in the implementation of the
various new retail formats
V.K Chopra is a fellow member of The Institute of chartered Accountants of India (ICAI) by
profession and is a certified Associate of Indian Institute of Bankers (CAIIB). His banking career
spans over 31 years and he has served senior management position in Central Bank of
Commerce, SIDBI Corporation Bank and SEBI.
One thing that we have in common is that we all are consumers. In fact everybody in this world
is a consumer. Every day of our life we are buying and consuming an incredible variety of goods
and services. However, we all have different tastes, likes, dislikes, and adopt different behavior
patterns while making purchase decisions
The term consumer behavior refers to the behavior that consumers display in searching for
purchasing using evaluation and disposing in searching for purchasing using evaluating and
disposing of products and services that they exact will satisfy o how individuals make decisions
to send their available resources (time, money and effort) on consumption related items. It
includes the study of "What they buy", "Why they buy", "When they buy", "Where they buy it",
"how often they buy it" and "how often they use.
DEFINITIONS:
Consumer Behavior (or Buyer Behavior) is broadly defined by various scholars & researchers as:
1. it’s the behavior displayed by the consumers during the acquisition, consumption and
disposition of products, services, time and ideas by decision making units
2. It is the body of knowledge which studies various aspects of purchase and consumption of
products and services by individuals with various social and psychological variables at play.
Culture: Culture is the most fundamental determinant of a person’s wants and behavior like set
of values, perceptions, preferences and behaviors through his or her family member
Subculture: social classes are relatively homogeneous and enduring divisions in a society which
are hierarchically ordered and whose members shares similar Values, interest and behavior and
social classes includes upper class, middle class and lower class
SOCIAL FACTORS:
References Groups: A persons reference groups consist of all the groups that have a direct (face
to face) are indirect influence on the persons altitude or behavior. This group to which the
person, belongs and interacts.
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Personal Factors: A consumer decision also influenced by personal characteristics notably the
buyer’s age & life cycle stage, occupation, economic circumstances, life style and personality
and self concept.
PSYCHOLOGICAL FACTORS:
Motivation: A person has many needs at any given time. Some needs are biogenic. They arise
from psychological states of tension such as hunger, tryst and discomfort.
Perception: Perception is defined ass "the process by which an individual selects, organizes,
intercepts, information, inputs to create a meaningful picture of the world
Problem recognition you realize that something is not as it should be. Perhaps, for example, your
car is getting more difficult to start and is not accelerating well. Information search- what are
some alternative ways of solving the problem? You might buy a new car, buy a used car, take
your car in for repair, ride the bus, ride a taxi, or ride a skateboard to work A customer can
obtain information from several sources Personal sources: family, friends, neighbors etc.
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Public sources: news papers, radio, television, consumer organizations Special magazines.
Evaluation of alternatives: A skateboard is inexpensive, but may be ill-suited for long distances
and for rainy days
Purchase stage, and sometimes a post-purchase stage (eg, you return a product to the store
because you did not find it satisfactory), in reality, people may go back and fourth between the
stages. For example, a person may resume alternative identification during while evaluating
already known alternatives.
Whether to buy?
When to buy?
Note, however, that the role of the decision maker is separate from that of the purchaser. From
the point of view of the marketer, this introduces some problems since the purchaser. can be
targeted by point-of-purchase (POP) marketing a effort that cannot be aimed at the decision
maker. Also note that the distinction between the, purchaser and decision maker be somewhat
blurred the decision maker may have to make a substitution if the desired brand is not in stock,
the purchaser may disregard institutions (by error or deliberately)
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NEED FOR THE STUDY
Consumer behavior plays a major role for the growth of the company in the modern market
scenario. The basic idea of this study is to find the consumer behavior towards Big Bazaar. The
needs have to be recognized and necessary steps have to be taken to make the changes
India is growing rapidly and changes are dynamic. People are changing, the preference and the
demand is changing. The market also has to change accordingly
The purpose of consumer behavior is not only for retaining the customers but also attracting new
customers and increasing the sales also creating and maintenance of brand awareness
In this competitive market the level of consumer satisfaction decides the success of any product
and any company. The night consumers have to be targeted and the right strategy should be
implemented at the right time. This will give the desired results.
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SCOPE OF THE STUDY
The scope of the study is to identify the consumer behavior towards Big Bazaar.
It is aimed at enlightening the company about different steps to be taken up to increase
the share of Big Bazaar with regard other competitor and also to make the company to
provide better consumer services.
The scope of the study is only confined to the area covered under Bathinda and only
confined in studying about the consumer behavior towards Big Bazaar.
This research will be based on primary data. This study will focus on both rural and
urban consumer behavior towards Big Bazaar because the research will be conducted in
Bathinda. The scope of research will be limited for Bathinda area.
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CHAPTER-2
OBJECTIVES OF THE STUDY
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OBJECTIVES OF THE STUDY
The main objective is to determine the current consumer behavior levels of the customers with
regards to Big Bazaar.
To study the consumer behavior regarding purchases products and services to future
retail Bathinda.
To study the effect of reference groups on the customer buying behavior.
To study and analysis consumer shopping behavior towards big bazaar.
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CHAPTER-3
LIMITATIONS
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LIMITATIONS
Time has been a major constraint throughout the study as it has been only for duration of
2 months.
The consumer behavior varies according to different products.
Quality verses price was not taken into the consideration
The project is based on the interview methodology by a stared questionnaire and the
personal skills of the person undertaking the project affect the results.
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CHAPTER-4
RESEARCH METHODOLOGY
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RESEARCH METHODOLOGY
The survey technique is intended to secure one or more items of information from a sample of
respondents who are representatives of a larger group. The information is recorded on a form
known as questionnaire. As data are gathered by asking questions from persons who are believed
to have desired information, the method is known as questionnaire technique
. It can secure both quantitative and qualitative information directly from the respondents
I is quite flexible in terms of the types of data to be assembled, the method of collection or the
timing of research
Meaning of Research
TYPES OF RESEARCH
1 Exploratory Research,
2. Descriptive Research
Exploratory Research:
Exploratory research studies are also termed as formulate research studies. The main purpose of
such studies in that of formulating a problem for more precise investigation or of developing the
working hypothesis forms an operational point of view
Descriptive Research:
Diagnostic Research studies determine the frequency with something occurs or its association
with something else In this project, information pertaining to customer needs satisfaction and
their demographic profile was collected; hence it is a descriptive research
1) Primary data:
Meaning: Primary sources of data are the data which needs the personal efforts of collect it and
which are not readily available Primary source of data are the other type of source through which
the data was collected
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Following are few ways in the data was collected:
1. Questionnaires: It is the set of questions on a sheet of paper was being given to the of fill it,
bases on which the data was interpreted.
2. Direct interviewing: Direct interviewing involved the process where I asked the questions
directly to the customers and I got the feedback
2) Secondary data:
Secondary sources are the other important sources through which the data was collected.
These are the readily available sources of the data where one had need not put much effort to
collected, because it is already been collected and part in an elderly manner by some researcher,
experts and special.
4) Collection of Data:
Questionnaire and personal interviews are the methods that I have used for collecting the data.
Area of study: - The study will exclusively do in the Bathinda area of big bazaar marketing.
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CHAPTER-5
DATA ANALYSIS
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DATA ANALYSIS
Advertisement
Colleagues references
Friends/relatives references
Any other specify
40
38
35
36
30
25
20
15
16
10
10
5
0
Advertisement Colleagues Friends/relatives Any other specify
references references
Interpretation: -
The rendered information states that people who came to know about big bazaar through
advertisement, constituted about 38% and masses who got friends and relatives references were
almost 2% less than the former .However, number of people to whom their colleagues referred
big bazaar , consisted of 16%. The left one - tenth people knew it through any other
specifications
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Q2) How frequently do you visit Big Bazaar?
Once in a week
Twice in a week
Once in every 15 days
Once in a month
26 26 26
22
Interpretation: -
From the given data , it is clear that about 22% people visited big bazaar once in every 15 days
,however, number of people who visited once in a week , twice in a week , once in a month,
constituted 26% each .
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Q3) what is the main purpose of purchase?
60 54
50
40
28
30
18
20
10
0
Personal Usage To Gift Any other pl. Specify
consumption
Interpretation: -
The rendered information reveals that the main purpose for the purchase was for personal
usage which constituted almost half portion of people (50%) ,and, the people purchase to give as
a gift were 28 % and almost 18% of people purchased from big bazaar for any other purposes.
25 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q4) which category of Products do you buy most at Big bazaar?
Food items
Clothes
Electronics
Any other pl. Specify
40 40
40
35
30
25
20
15 10 10
10
0
Food items Clothes Electronics Any other pl.
Specify
Interpretation: -
The given information states that food items and clothes were most bought products at big bazaar
by 40% of people. The remaining products, electronics and any other products were bought by
20% people (10% each).
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Q5) you prefer to go in big bazaar with
Family members
Spouse
Friends
Others
48
36
10
6
Interpretation: -
The rendered information shows that almost half of the proportion (48%) prefers to go to big
bazaar with their friends and 36% people like to go with their family members. However, 6%
proportion likes to go with their spouses and the remaining 10% with others.
27 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q6) which mall you like the most in the city
Big bazaar
The peninsula mall
Reliance mall
Stella complex
Stella
comple
x,8
Reliance mall, 18
Interpretation: -
The given information shows that majority of people which 62% is like to visit big bazaar and
reliance mall is visited by 18% .People who likes to visit peninsula mall constituted 12% and the
least preference is given by people to Stella complex (8%).
28 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q7) what is the reason behind purchasing in Big Bazaar?
Any others, 4
Good
satisfaction over
products, 22
More offers, 44
Reasonable
prices, 30
Interpretation: -
The given information shows that because of more offers about 44% people like to visit big
bazaar and 30% visit because of reasonable prices. However, 22% people purchased due to good
satisfaction over products and remaining 4 % purchased due to any other reason.
29 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q8) how do you rate the pricing of products at Big Bazaar?
Expensive
Competitive
Affordable
Reasonable
Reasonable, 18 Expensive, 20
Competitive, 24
Affordable, 38
Interpretation: -
The given information states that about 28% people buy from big bazaar because it is affordable
while 24% people think price is competitive however, 20% think it is expensive and remaining
18% people think price is reasonable.
30 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q9) why do you prefer to shop in Big Bazaar?
Variety of Availability of
products, 12 adequate stock,
6
Convenience of
location and
timing, 32
Offers and
discounts, 50
Interpretation: -
the given information shows that half proportion of people prefer shopping in big bazaar because
of offers and discounts, while, 32% shop from here because of convenience of location and
timing, however, 12% prefer due to availability of variety of products, and 6% shop because
adequate stock is available .
31 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q10) what more facility would you like to get at Big Bazaar?
Membership Card
Discount Card
Free packing Offers
Lucky draw Offer
Discount Card 34
Membership Card 44
0 10 20 30 40 50
Interpretation: -
The given information shows that 44% people like to get amenity of membership card and , 34%
people like to get discount card, whilst 14% prefer service of free packing , and 8% people want
lucky draw offers.
32 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q11) how often do you ask for Assistance from store staff in selecting you Purchase?
Almost Always
Frequently
Sometimes
Never
10
Never
24
Sometimes
48
Frequently
38
Almost Always
Interpretation: -
It is clear from the given information that almost half of proportion (48%) frequently ask
for assistance from store staff while 24% people sometimes ask for help, however, people
who almost always ask constituted about 38% proportion and one- tenth of people never
asked for help.
33 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q12) how is your overall experience in Big Bazaar?
Excellent
Good
Poor
2
Poor
48
Good
50
Excellent
0 10 20 30 40 50
Interpretation: -
The rendered information states that half of the people had an excellent experience at big
bazaar an48% people says that the experience was good while 2% people thought it to be
poor.
34 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q13) would you visit Big Bazaar again?
Sure
May be
Never
18
Never
40
May be
42
Sure
0 10 20 30 40 50
Interpretation: -
The given information shows that 42% people wanted to surely visit big bazaar again, while,
40% says the might visit again, and 18% people says they will never visit again.
35 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q14) Do you suggest any one to shop at Big Bazaar?
Yes
No
22
No
78
Yes
Interpretation: -
the given information show that 78% people like to suggest other people to shop at big bazaar,
but 22% refuse to do so.
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Q15) How, do you suggest to Big Bazaar management to making present Big Bazaar to more
attractive?
Convenience, 12 To maintain
quality products,
22
Giving more
offers and
discounts, 36
Reasonable
prices, 30
Interpretation: -
the given information show that 22% people suggest that big bazaar should maintain quality of
products, 30% people give suggestion for reasonable price, 36% people want more offers and
discounts , and 12% people suggest big bazaar should be more convenient.
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CHAPTER-6
FINDINGS
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FINDINGS
From the responses of 100 customers the findings can be listed as:
1. It was found that mostly 17-46 age group people come in big bazaar.
2. 38% people know about the big bazaar with the through of advertisement.
3. Mostly people come in big bazaar once in a week.
4. Mostly people purchase products in big bazaar foe personal usage consumption.
5. Mostly people buy only food, clothes products in big bazaar.
6. Mostly people prefer to go in big bazaar with friends.
7. In to 100 peoples 62 peoples like big bazaar mall in Bathinda city.
8. Mostly consumer purchasing reason in big bazaar is that offers which provided by big
bazaar.
9. Mostly people like membership card facility in big bazaar.
10. 50 % peoples experience in big bazaar is excellent.
11. 78 % peoples like to suggest any one to shop in bag bazaar.
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CHAPTER-7
SUGGESTIONS
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SUGGESTIONS
An attempt has been made to suggest to the Big Bazaar a few measures. These suggestions have
been made within the preview of the data available
1) The company must go for some more promotional activities rather than TV, advertisement,
hoarding and news papers.
2) The company has to conduct the periodical meetings with customers and take their valuable
suggestions
3) Mostly people suggest the problem faces at the time of billing should be improved.
4) Mostly people suggest some times we are confused at time of product searching so the
products should be at proper place.
5) Some customers suggest the price of the products sometimes very high so price should be less.
6) Some customers suggest the quality of the clothes very lesser. So quality of clothes should be
high
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CHAPTER-8
CONCLUSION
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CONCLUSION
We conclude that most of people are favors in the big bazaar. The reviews of the customers are
positive. Customers are satisfied with the product and services of the big bazaar. The behavior of
customers is positive related with the services and the products. Mostly joint family persons visit
in the big bazaar and buy the products for the purpose of the monthly shopping. Mostly the some
customers visit in a big bazaar many times in one month. Mostly people are liked purchasing at
big bazaar. Some customers faced the problem at the time of billing but rarely. Customers are
satisfied with the range and product price. Customers are satisfied with behavior of employees.
Most of the people come in the big bazaar and buy the products with self reference generally in
the case of fashion accessories. And the most of customers buy the buy the fashion accessory one
time in a month. The rating of customers related the products quality or employees behavior are
very positive. Many of people time spend in big bazaar. One thing more the customers when buy
the products in the big bazaar the purpose is that the product be in the offer price. The customers
liked the offer which going on in the big bazaar. Mostly are customers happy to big bazaar.
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CHAPTER-9
Appendices
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QUESTIONNAIRE
(The information furnished by the respondent is strictly for Academic purpose only)
Dear Respondent, as a part of research, a survey is taken up to study the Consumer Behavior
towards the Big Bazaar. Kindly provide the following Information.
Name: - Location: -
Age: - Occupation: -
Advertisement
Colleagues references
Friends/relatives references
Any other specify
Once in a week
Twice in a week
Once in every 15 days
Once in a month
Food items
Clothes
Electronics
Any other pl. Specify
45 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q5) you prefer to go in big bazaar with
Family members
Spouse
Friends
Others
Big bazaar
The peninsula mall
Reliance mall
Stella complex
Expensive
Competitive
Affordable
Reasonable
Q10) what more facility would you like to get at Big Bazaar?
Membership Card
Discount Card
Free packing Offers
Lucky draw Offer
46 | c o n s u m e r b e h a v i o r t o w a r d s b i g b a z a a r
Q11) how often do you ask for Assistance from store staff in selecting you Purchase?
Almost Always
Frequently
Sometimes
Never
Excellent
Good
Poor
Sure
May be
Never
Yes
No
Q15) How, do you suggest to Big Bazaar management to making present Big Bazaar to more
attractive?
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CHAPTER-10
BIBLIOGRAPHY
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BIBLIOGRAPHY
Websites:
www.consumerbehavior.com
www.bigbazaar.com
www.panthalone.conm
www.futuregroup.com
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