PROJECT REPORT

Bhubr Kendra
ON

A STUDY ON CUSTOMER PREFRENCE

ANALYSIS AND EXPECTATION IN BIG BAZAAR,
ZIRAKPUR
Submitted in the partial fulfillment of the requirements

For the award of the degree in

B.Voc Retail Management

(SESSION 2018-19)

Department of Management Studies

MATA GUJRI COLLEGE, FATEHGARH SAHIB

SUBMITTEDTO: SUBMITTED BY:

Dr.Kamalpreet kaur Ravinder Singh Jaria

Class: B.Voc Sem. 6th

Roll No: 182501

1
 STUDENTS DECLARATION

I here by undertake and declare that this submission is my original work and, to the best of my

knowledge and belief, it contains no material previously published or written by another person nor

material which has been accepted for the award of any other degree or diploma of any Institute or

other University of higher learning, except where due acknowledgment has been made in the text.

2
 CERTIFICATE OF GUIDE

This is to certify that the report entitled:

A Study on Customer preference analysis & expectation in Big
Bazar Submitted by …… towards partial fulfillment of the requirements for the award of the Degree
of …… is a bonafide record of the work carried out by him under my supervision and guidance.

DATE;

PLACE: SIGNATURE OF THE CANDIDATE

3
 ACKNOWLEDGEMENT

This acknowledgement is a way of expressing my heartfelt gratitude towards those who are
working in the organization “BIG BAZAR”, Zirakpur who made the dissertation report an enjoyable
experience, something, which I would cherish forever.

I would also like to thank ………..for their wholehearted support and guidance throughout the
summer training.

4
 CONTENT

CHAPTER PAGE NO.

SL. NO.
Executive Summary 7
1. CHAPTER-1 8
1.1 INTRODUCTION 9
1.2 COMPANY PROFILE 10
1.3 INDUSTRY PROFILE 22
2. CHAPTER-2 24
2.1 NEED FOR THE STUDY 25
2.2 SCOPE OF THE STUDY 25
2.3 OBJECTIVES OF THE STUDY 26
2.4 LIMITATION OF THE STUDY 27
2.5 REVIEW OF LITERATURE 28
3. CHAPTER-3 30
3.1 RESEARCH METHODOLOGY 31
4 CHAPTER-4 32
4.1 DATA ANALYSIS AND INTERPRETATION 32

5 CHAPTER-5 65
5.1 FINDING 66
5.2 SUGGESTION 68
5.3 CONCLUSION 69
5.4 BIBLIOGRAPHY 70
5
5.5 ANNEXURES & QUESTIONNAIRE 71

6
EXECUTIVE SUMMARY
Indian retail sector is witnessing one of the most hectic Marketing activities of all times. The
companies are fighting to win the hearts of customer who is God said by the business tycoons.
There is always a ‘first mover advantage’ in an upcoming sector. In India, that advantage goes to
“BIG BAZAAR”. It has brought about many changes in the buying habits of people. It has
created formats, which provide all items under one roof at low rates, or so it claims. In this
project, we will study its marketing strategies and promotional activities.
The research titled ‘A Study on the customer preference analysis which influences customer
to purchase a product of Big Bazaar’ helps us to understand the effect of customer preference
which is responsible for attracting customer towards big bazaar This study helpful to top level
management to improve the present things of BIG BAZAAR.
The report deals with the impact of customer preference which attracting customer towards big
bazaar.
The research was carried out as per the steps of Marketing Research. The well supportive
objectives were set for the study. To meet the objectives primary research was undertaken. The
data collection approach adopted was experimental research & survey research. The instrument
used for the data collection was observation & questionnaire. The target respondents were the
visitors of BIG BAZAAR, with the sample size of 200 for the study of sales management of the
company. Tables & charts were used to translate responses into meaningful information to get the
most out of the collected data. Based on those the inferences have been drawn with peer
supportive data.

7
CHAPTER-1

8
 INTRODUCTION

Customer preference analysis is really a call to action. By understanding the preference

formation components and the preference expectation evaluations by group or segment of
customers, companies can design response strategies that are truly responsive to vital customer
expectations and that differentiate in the marketplace.

Indian retail sector is witnessing one of the most hectic Marketing activities of all times. The
companies are fighting to win the hearts of customer who is God said by the business tycoons.
There is always a ‘first mover advantage’ in an upcoming sector. In India, that advantage goes to
“BIG BAZAAR”. It has brought about many changes in the buying habits of people. It has
created formats, which provide all items under one roof at low rates, or so it claims. In this
project, we will study its marketing strategies and promotional activities.
The research titled ‘A Study on the customer preference analysis which influences customer
to purchase a product of Big Bazaar’ helps us to understand the effect of customer preference
which is responsible for attracting customer towards big bazaar This study helpful to top level
management to improve the present things of BIG BAZAAR.
The report deals with the impact of customer preference which attracting customer towards big
bazaar.
The research was carried out as per the steps of Marketing Research. The well supportive
objectives were set for the study. To meet the objectives primary research was undertaken. The
data collection approach adopted was experimental research & survey research. The instrument
used for the data collection was observation & questionnaire. The target respondents were the
visitors of BIG BAZAAR, with the sample size of 200 for the study of sales management of the
company. Tables & charts were used to translate responses into meaningful information to get the
most out of the collected data. Based on those the inferences have been drawn with peer
supportive data.

9
 COMPANY PROFILE

Big Bazaar is an Indian retail chain of hypermarkets, discount department stores, and grocery
stores. The retail chain was founded by Kishore Biyani under his parent organisation Future
Group, Future Retail Ltd., India’s biggest department store chain that gained from the government’s
surprise currency clampdown, still has room to extend the rally that’s more than doubled its market
value this year. The shares of the food-to-fashion retailer are set to rally 22 percent in the next 12
months, according to the average analyst price target compiled by Bloomberg. The stock has surged
128 percent since Jan. 1, beating returns from rivals such as billionaire Kumar Mangalam Birla-
controlled Aditya Birla Fashion and Retail Ltd. and Tata group’s Trent Ltd.
A shortage of cash hit purchases of soaps to cars after Prime Minister Narendra Modi in November
junked high-value currency bills, driving shoppers to large-format stores like Future Retail that accept
credit cards. Sales may jump 25 percent this year as the company adds to its chain of 1,000-plus stores,
India’s biggest, Group Chief Executive Officer Kishore Biyani said in an interview.
“Demonetisation was one big tailwind in recent months and the single goods-and-services tax will be
the next big push,” said Himanshu Nayyar, Mumbai-based analyst at Systematix Shares & Stocks Ltd.,
referring to the sales tax regime that will help retailers buy materials seamlessly from across states after
it is rolled out from July 1. His one-year price target of 345 rupees is 18 percent higher than Monday’s
close.
Investors are warming up to India’s brick-and-mortar retailers at a time when their online rivals face an
intense discount war and eroding valuations. Shares of billionaire Radhakishan Damani-owned Avenue
Supermarts Ltd., which sells staples at knockdown rates, have more than doubled from their IPO price
in March. The stock hasn’t been added to a popular index yet because of its short trading history. Trent,
which sells branded clothes, has advanced 32 percent since Jan. 1. Aditya Birla Fashion has climbed 26
percent. which is known for having a significant prominence in Indian retail and fashion sectors.
Big Bazaar is also the parent chain of Food Bazaar, Fashion at Big Bazaar[4] (abbreviated as fbb)
and eZone where at locations it houses all under one roof, while it is sister chain of retail outlets
like Brand Factory, Home Town, Central, eZone, etc.
Founded in 2001, Future Group’s CEO Kishore Biyani, on Thursday, tweeted about the
cash being dispensed at the Big Bazaars and said that it was the money spent by the

10
customers being returned to the customers. He said that there was no withdrawal from the
bank. Biyani founded the Big Bazar in 2001. On Tuesday, Biyani had tweeted about providing
the facility to the Big Bazaar customers and said that people could use their debit cards to
withdraw Rs 2,000 from Thursday. He had said that all the customers needed to do were to
swipe their cards at the cash counter and take home up to Rs 2,000.
State Bank of India (SBI) has helped Big Bazaar to activate this facility through the bank’s
cash at POS (point of sale) machines. It should be kept in mind that the cash withdrawal
facility is subject to all applicable restrictions imposed by banks, as per RBIand government
notifications from time to time. This facility is currently available at 258 Big Bazaar and FBB
stores in over 115 cities and towns all over the country. The issuance starts from Thursday,
November 24, 2016.Earlier Biyani had said that they were simply trying to ease the difficulties
faced by customers due to the demonetisation but supported the government’s initiative in
meeting its objective. Biyani went on to welcome the customers and said that they could visit
the stores now that they can withdraw cash there instead of queuing up at the banks and
ATMs. Big Bazaar is one of the oldest and largest hypermarkets chain of India,
housing about 250+ stores in over 120 cities and towns across the country

11
History
Big Bazaar was founded in 2001 by Kishore, the founder and chief executive officer (CEO) of
the parent company, the Future Group.
Indian actress Asin and the former Captain of Indian cricket team, Mahendra Singh Dhoni have
previously endorsed for the fashion vertical of Big Bazaar. Look who’s shopping at Big
Bazaar. Filmfares best debut (female) for 2009 actress and Ghajini star Asin. Its the
affordable fashion in the stores Fashion@Big Bazaar line that has attracted the new
Bollywood sensation here

Asin, who joined youth icon and captain of the Indian cricket team MS Dhoni as the
brand ambassador for this line, said, Im really excited to be associated with this brand
since it is trusted by millions of Indian consumers. It offers great collections at great
bargains. Sanjeev Agrawal, concept head for the inhouse fashion line, agreed,
Fashion@Big Bazaar retails fashion apparel and accessories that appeals to a broad
spectrum of age groups. And with Asin endorsing the brand, it will definitely boost the
appeal of our ready-to-wear womens collection.
The clothes here range from daily wear, college wear, office wear to garments for special
occasions, all at attractive prices. Dont be surprised at the highly competitive prices, this
has been made possible due to bulk buying, which is why the fashion line can offer the
latest trends at the lowest possible prices, a concept almost unheard of in the industry.
The highlights of womens wear include the mix-n-match pin tuck kurtis and knitted
churidaars, available in a wide range of colours, the Rogan Patiyala and dupatta sets and
Kantha embroidered kurtas in ethnic wear. The range in western wear includes printed
long tees, tunic tops and slim fit jeans. For guys, theres bankers shirts, striper tees, crew
neck tees, solid formal shirts, in a range of about 15 colours and classic jeans and
everyday chinos .

12
13
 CHAPTER-2
REVIEW OF LITERATURE

14
15
 NEED FOR THE STUDY

The present study is undertaken to understand the impact of customer services provided by Big
Bazaar. The study will be helpful in finding out the profile, preferences, perception and
satisfaction level of the customers who visit the outlet of Big Bazaar at Zirakpur

SCOPE OF THE STUDY

 The study was aimed at measuring the customer’s satisfaction level towards customer
preference in big bazaar through well designed questionnaires.
 The study may help the company to device new strategies.

 The study will also help the company to know about the demographics of the customers
and their respective choices for products.

 To know the customer’s view and factors related to preference that attracts them to
purchase from the hypermarket.

 The study will help the company to identify its pitfalls and also how to improve them.

16
 CHAPTER-3
RESEARCH METHOLOGY

17
RESEARCH DESIGN
Research design can be thought of as the structure of research. It is the glue that holds all the elements
in a research project together. Research design is a vital part of the research study. It is the logical and
systematic planning and directing of piece of research. It is the master plan and blue print of the entire
study.

DESCRIPTIVE RESEARCH DESIGN: descriptive research design is a scientific method which involves
observing and describing the behavior of a subject without influencing it in any way.

TYPES OF RESEARCH:
Survey Method
In survey method research, participants answer questions administered through interviews or
questionnaires. After participants answer the questions, researchers describe the responses
given. In order for the survey to be both reliable and valid it is important that the questions are
constructed properly. Questions should be written so they are clear and easy to comprehend.

SOURCES OF DATA
Both primary data and secondary data have been used for the research paper. Primary data includes
questionnaire survey of respondents from the study area. Secondary data is collected from various
published articles from journals, books, and internet websites.

The sources of the data are as follows:-

 PRIMARY DATA:-

 Observation.

 Sufficient data collected through feedback forms by the students.

[Questionnaires].

 SECONDRAY DATA:-

 Magazines, journals, brochures , etc.

 Earlier researches on similar topic.

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POPULATION: All students of Mata Gujri college.

SAMPLE DESIGN
However the researchers have selected 100 respondents from big bazzar.. Due to limitations of time and
cost the questionnaires were collected through judgment sampling method. A total of 100 cases were
considered for the analysis.

SAMPLE SIZE
The sample size taken from 100respondents from BIG BAZZAR.

SAMPLING TECHNIQUE: Judgment sampling

JUDGMENT SAMPLING: Judgment sample, or Expert sample, is a type of random sample that is selected
based on the opinion of an expert. Results obtained from a judgment sample are subject to some degree
of bias, due to the frame and population not being identical.

SAMPLING UNIT: All respondents from BIG BAZZAR FROM PATIALA.

ANALYSIS TOOLS: Data analysis is a process of inspecting, cleansing, transforming, and

modeling data with the goal of discovering useful information, informing conclusions, and
supporting decision-making. The term data analysis is sometimes used as a synonym for data
modeling.
GRAPH: The process of investigating phenomena, especially economic phenomena, in a
systematic manner using diagrams and graphs.
TABLE: Information Analyzer that is used to analyze data from a table perspective.

FREQUENCY: Frequency analysis is based on the fact that, in any given stretch of written
language, certain letters and combinations of letters occur with varying frequencies.

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 LIMITATION OF THE STUDY

 The survey was limited only to the customers of Big Bazaar outlet at Zirakpur stores in
Zirakpur.
 A sample size of only 200 respondents could be taken.

 Time is the major limiting factor as the available time for survey was only three months.

 The accuracy of the findings is trusted by the accuracy of the statistical tools used for
analysis.

Few respondents were reluctant while answering the questions due to their busy schedule

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 CHAPTER-4
DATA ANALYSIS AND
INTERPERTATION

21
 1. GENDER

TABLE: 1 TABLE SHOWING THE GENDER OF RESPONDENTS

GENDER No. of respondent Percent

Male 81 40.5
Female 119 59.5

CHART: 1. CHART SHOWING THE GENDER

22
Inference:

From the above table it is clear that 40.5% of respondent were male and 59.5% of respondent
were female

2. AGE

TABLE: 2. TABLE SHOWING AGE OF RESPONDENTS

Age group No. of respondent Percent

18-20 37 18.5

21-30 82 41

31-50 68 34

Above 50 13 6.5

CHART: 2. CHART SHOWING AGE OF RESPONDENTS

23
Inference:

From the above table it is clear that 18.5% of respondent belongs to the age group of 18-20, 41%
of respondent belongs to the age 21-30, 34% of respondent belongs to the age 31-50 and 6.5%
of respondent belongs to the age 50 above.

3. NO.OF FAMILY MEMBERS

TABLE: 3.TABLE SHOWING NO. OF FAMILY MEMBERS

No. of member No. of respondent Percent

2 14 7

3 40 20

4 53 26.5

Above 5 93 46.5

CHART: 3. CHART SHOWING NO. OF FAMILY MEMBERS

24
Inference:

From the above table it is clear that the highest no. of family size is about 46.5%, next come the
family size is 26.5%, than 20% family size of respondent and the minimum family size of
respondent is 7%.

4. BUY PRODUCT FROM BIG BAZAAR

TABLE: 4. TABLE SHOWING BUY PRODUCT TO BIG BAZAAR

25
Reasons No. of respondent Percent

Myself 71 35.5

Family 122 61

Office 7 3.5

CHART: 4. CHART SHOWING BUY PRODUCT TO BIG BAZAAR

Inference:

From the above table it is clear that the highest no. of respondent buy product by family is about
61%, the next is to whom the respondent buy the product is myself is about 35.5%, and the
minimum to whom the respondent buy the product is office about 3.

5. FREQUENCY OF VISIT TO BIG BAZAAR

TABLE: 5. TABLE SHOWING FREQUENCY OF VISIT IN BIG BAZZAR

26
Period No. of respondent Percent
Once in a week 42 21
Once in a month 87 43.5
Once in two month 53 26.5
Rare 18 9

CHART: 5. CHART SHOWING FREQUENCY OF VISIT IN BIG BAZZAR

Inference:

From the above table it is clear that around 43.5% respondent visit big bazaar once in a month,
26.5% of them visit once in two month, 21% visit once in a week and remaining 9% visit rarely
in big bazaar

6. CHOOSE BIG BAZAAR FOR SHOPPING

27
TABLE: 6. TABLE SHOWING CHOOSE BIG BAZAAR FOR SHOPPING.

Reason No. of respondent Percent

Quality of product 23 11.5
Price 70 35
Availability of all product in 47 23.5
one Floor
Convenient for shopping 33 16.5
Customer service 27 13.5

CHART: 6. CHART SHOWING CHOOSE BIG BAZAAR FOR SHOPPING.

Inference:

From the above table it is clear that the 35% of respondent prefer big bazaar for the price of the
product, 23.5% prefer big bazaar for the availability of all product under one roof, 16.5% prefer
for the convenient shopping , 13.5% prefer for the customer service of big bazaar and remaining
11.5 prefer product for their quality.

7. SECTION LIKE MOST

TABLE: 7. TABLE SHOWING SECTION LIKE MOST.

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Section No. of respondent Percent
Home and kitchen items 14 34.5
Bags & luggage 15 7.5
Mobiles & camera 7 3.5
Electronic goods 54 27
Garments 41 20.5

CHART: 7. CHART SHOWING SECTION LIKE MOST.

Inference:

From the above table it is clear that the 34.5% of respondent would like to purchase home and
kitchen appliances more, 27% prefer to purchase electronic goods from big bazaar, 20.5% prefer
to purchase garments, 7.5% prefer to purchase bags and luggages, and remaining 3.5% prefer
mobiles and camera.

8. RANKING THE SECTION OF BIG BAZAAR

TABLE: 8. TABLE SHOWING RANK OF SECTION.

Section Highly Satisfied Neither Dissatisfied Highly

satisfied satisfied nor dissatisfied

29
 dissatisfied

Home & 22 88 61 21 8
kitchen items
Bags & 67 51 52 25 5
luggage
Toys & games 49 50 81 12 8

Mobiles & 15 22 39 83 41
camera
Electronics 25 51 57 37 30
items

CHART: 8. CAHRT SHOWING RANK OF SECTION.

Inference:

From the above table it is clear that the most of the respondent are satisfied to home and kitchen
items .

9. PREFER THE SHOP APART FROM BIG BAZAAR

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 TABLE: 9.TABLE SHOWING SHOP APART BIG BAZAAR

Views No. of respondent Percent

Yes 166 83

No 34 17

CHART: 9.CHART SHOWING SHOP APART BIG BAZAAR

Inference:

From the above table it is clear that 83% of respondent were prefer other shop apart big bazaar
and 17% not prefer any other shop apart big bazaar.

10. PREFER OTHER THAN BIG BAZAAR

31
TABLE: 10. TABLE SHOWING PREFER OTHER THAN BIG BAZAAR.

Shop name No. of respondent Percent

Reliance fresh 68 34
Vishal mega mart 40 20
More 21 10.5
Shoppers stop 16 8
Others 55 27.5

CHART: 10.CHART SHOWING PREFER OTHER THAN BIG BAZAAR.

Inference:

From the above table it is clear that the 34% of the respondent prefer to purchase product from
the reliance fresh , 27% from other shop, 20% from vishal mega mart, 10.5% prefer more, and
remaining 8% from the shoppers stop.

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 11. COME TO KNOW ABOUT BIG BAZAAR

TABLE: 11. TABLE SHOWING COME TO KNOW ABOUT BIG BAZAAR.

Sources No. of respondent Percent

Advertisement 157 78.5
Friends 33 16.5
Internet 45 22.5
Others 13 6.5

CHART: 11. CHART SHOWING COME TO KNOW ABOUT BIG BAZAAR.

Inference:

From the above table it is clear that a majority of respondent are aware about big bazaar through
the various newspaper, t.v. advertisement about 78.5%, 22.5% through the internet, 16.5%
through their friends and remaining 6.5% come to know through others.

12. KNOWLEDGE ABOUT BIG BAZAAR

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TABLE: 12. TABLE SHOWING KNOLEDGE ABOUT BIG BAZAAR.

Sources No. of respondent Percent

Leaflets 27 13.5
Newspaper 111 55.5
Banner 26 13
Auto announcement 26 13
Others 10 5

CHART: 12. CHART SHOWING KNOLEDGE ABOUT BIG BAZAAR.

Inference:

From the above table it is clear that the highest no. of respondent get knowledge about big bazaar
through newspaper about 55.5%, 13.5% through leaflets, 13% through banner and auto
announcement, remaining 5% through others.

13. AGREE WITH PUNCH LINE

34
TABLE: 13.TABLE SHOWING AGREE WITH PUNCH LINE.

Agree No. of respondent Percent

Yes 113 56.5

No 87 43.5

CHART: 13. CHART SHOWING AGREE WITH PUNCH LINE.

Inference:

From the above table it is clear that the 56.5% majority of respondent agree with the punch line
and 43.5% not agree with big bazaar punch line.

14. RATE OF ACTIVITIES

TABLE: 14. TABLE SHOWING RATE OF ACTIVITIES.

35
Work Highly Satisfied Neither dissatisfied Highly
satisfied satisfied nor dissatisfied
dissatisfied
Activity 44 39 61 40 16
Advertisement 86 53 48 8 5
Punch line 56 62 77 4 1
Offers 88 67 32 13 0
Discount 96 34 63 7 0

Arrangement 33 51 96 20 0
of product

CHART: 14. CHART SHOWING RATE OF ACTIVITIES.

Inference:

From the above table it is clear that most of the people are highly satisfied to discount, offers and
advertisement of the big bazaar

15. SERVICE OFFERED BY BIG BAZAAR

36
TABLE: 15.TABLE SHOWING SERVICE OFFERED BY BIG BAZAAR.

Section Highly Satisfied Neither Dissatisfied Highly

satisfied satisfied nor dissatisfied
dissatisfied
Service 12 37 73 46 32
Quality 22 29 39 68 42
Price 89 63 34 11 3
Availability 112 53 32 3 0
of product
Billings rules 12 30 61 40 57
Display of 33 51 96 20 0
product
Customer 26 45 116 10 3
service

CHART: 15. CHART SHOWING SERVICE OFFERED BY BIG BAZAAR.

Inference:

From the above table it is clear that the most of the people highly satisfied with the availability of
product and price in big bazaar

37
 Chapter 5
Findings and conclusion

FINDING:
38
 59.5% WERE ARE FEMALE RESPONDENT

 AGE GROUP OF BETWEEN 21-30 VISIT MORE IN BIG BAZAAR

 HIGHEST RESPONDENDENT FAMLIY SIZE IS MORE THAN 5 AND MINIMUM IS

2.

 BIG BAZAAR PRODUCT BOUGHT BY THE FAMILY MEMBER MORE THAN THE
MYSELF AND OFFICE

 MOST OF PEOPLE VISIT IN THE BIG BAZAAR ONCE IN A MONTH.

 MOST OF PEOPLE PREFER BIG BAZAAR DUE TO AVAILABILITY OF ALL

PRODUCT IN ONE FLOOR AND SOME PEOPLE IGNORE DUE TO QUALITY OF
PRODUCT

 MAXIMUM NO. OF PEOPLE LIKE ELECTRONICS GOODS SECTION AND THAN

GARMENTS SECTION.

 PEOPLE HIGHLY SATISFIED TO BAGS AND LUGGAGES AND HIGHLY

DISSATISFIED TO TOYS AND GAMES.

 83% PEOPLE PEFER OTHER SHOP APART BIG BAZAAR.

 PEOPLE PREFER RELIANCE MORE APART BIG BAZAAR AND PREFER LESS
SHOPPER STOP.

 MOST OF THE PEOPLE AWARE AND GOT KNOWLEDGE ABOUT THE BIG
BAZAAR THROUGH NEWSPAPER AND T.V.

 AMONG 200 PEOPLE ONLY 113 PEOPLE AGREE TO THE PUNCH LINE OF BIG
BAZAAR i.e. “ ISSE ACHA AUR SASTA KAHIN NAHIN”.

 PEOPLE HIGHLY SATISFIED WITH THE OFFERS OF BIG BAZAAR.

 PEOPLE HIGHLY SATISFIED TO THE AVAILABILITY OF PRODUCT AND

HIGHLY DISSATISFIED TO THE BILLING PROCESS OF BIG BAZAAR.

SUGGESTIONS

39
  Customer service should be improved.

 Proper training should be given to employees as to how to attract more customers and

how to retain them.

 Seating facilities could be provided since there are aged people visiting the store.
 Price of products could be reduced inorder to attract more valuable customers.
 More branded products could be introduced.
 All the billing counters should be kept opened even during the week days.
 Variety of products with good quality should be brought in.
 Improve the billing process.

CONCLUSION

The research work is done with a very definite proposition of finding the customer satisfaction

and expectation in Big bazaar, Zirakpur Zirakpur. People prefer more branded and variety of

products with good quality. Customers also feel that there should be proper customer service. As

customer satisfaction plays a vital role, it has to be concentrated on seriously. In conclusion,

matching customer expectation and satisfaction through proper service of marketing activities

will improve company reputation and create loyal customers.

40
 BIBLIOGRAPHY

BOOKS

1. C.R.Kothari ‘Research Methodology Methods and techniques’, Revised 2 nd Edition, New

Age International Publishers, 2004

2. Philip Kotler, ‘Marketing Management’, Revised Edition, Prentice Hall of India, New
Delli, 2006.

3. Philip Kotler and Kevin Lane Keller, ‘Marketing Management’, Dorling Kinersley(India)
Pvt Ltd, 2007
Websites

41
1.www.bigbazaar.com

2.www.pantaloon.com

3.www.workforce.com

QUESTIONNAIRE

A STUDY ON CUSTOMERS PREFERENCE FOR BIG BAZAAR AT

ZIRAKPUR

Name: - _______________________________________________________

Gender: - □ Male □ Female

Age: - 18 – 20yr □ 21 – 30yr □ 30 -50yr □ 50 above

1. No. of Family Members: a) 2 b) 3 c) 4 d) 5 and above

2. Whom do you buy products for from big bazaar?

a) Myself b) Family c) Office

42
3. What is the frequency of your visit to Big Bazaar?

a) Once in a Week b) Once in a Month c) Once in Two Months d) Rare

4. What made you choose big bazaar for shopping?

a) Quality of the products b) Price c) Availability of all products in one place

d) Convenient for shoppinge) Customer service

5. Which section you like most?

a) Home and Kitchen items b) Bags and Luggagec) Toys and Games d) Mobiles
and Cameras

e) Electronic Goods

6. Rank the various sections of Big Bazaar

Sections 1 2 3 4 5
Home and
Kitchen items
Bags and
Luggage
Toys and Games
Mobiles and
Cameras
Electronic
Goods

43
7. Rate your satisfaction level for the services offered by Big Bazaar

Services 1 2 3 4 5
Quality

Price

Availability
of products
Billing
facilities
Display of
products
Customer
Service

1 – Highly satisfied

2- Satisfied

3 – Neither satisfied nor dissatisfied

4 – Dissatisfied

5 – Highly dissatisfied

8. Do you prefer any other shop apart from big bazaar?

a) Yes b) No

9. If yes, specify the reason____________________

10. Which of the following you prefer other than Big Bazaar?

□ Reliance Fresh □ Vishal Mega Mart

44
 □ Subhiksha □ Shoppers Stop

□ Others: - ___________________________

11. How did you come to know about Big Bazaar?

a) Advertisements b) Friends c) Internet d) Others, Specify _______________

12. Are you aware of the offers from Big Baazar?

a) Yes b) No

13. Which of the following means was most helpful in increasing your knowledge about big
bazaar and its product?

Leaflets Newspaper
Banner Auto announcement
Other…………….

14. Big bazaar punch line is “ isse acha aur sasta kahin nahin” do you agree with this?

a) Yes b)No

15. Rate the following:

Activity 1 2 3 4 5
Advertisements
Punch Line
Offers

45
Discounts
Arrangement
of products

1 – Highly satisfied

2- Satisfied

3 – Neither satisfied nor dissatisfied

4 – Dissatisfied

5 – Highly dissatisfied

46