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Executive Summary

Retail Sector is the most booming sector in the Indian economy. Some
of the biggest players of the world are going to enter into the industry soon. It is on the
threshold of a big revolution after the IT sector. Although organized retail market is
not as strong as of now, but it is expected to grow manifolds by the year 2012. The
sector contributes 10% of the GDP, and is estimated to show 20% annual growth rate
by the end of the decade. The current growth rate is estimated to be 8.5%.

The retail market is most fragmented in the world and only 2% of the
entire retailing business is in the organized sector. There are about 300 new malls,
1500 supermarkets and 325 departmental stores being built in India very soon.

I considered the Big-Bazaar Banashankari for studying the consumer


expectation, and what are the factors that influence to consumer to walk-in, in Big
Bazaar Banashankari.
Consumers now want the cheapest, biggest and the quickest
products/services from their retailers. They are moving towards the ‘eastern’ model,
the changing behaviour the Indian customers.

The project involves three main aspects namely industry profile,


company profile and analysis part. In industry profile about the retail sector, in
company profile history of the organization, achievements; a detailed study has been
made. In the analysis part, objectives and data collection method, sampling design,
sampling size, sampling method and mainly I have analyzed the collected primary data
using PA, the primary data have been collected through questionnaires. Finally
findings, recommendations, limitations and conclusion are derived.

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Industry Profile
Retail Industry:

The Indian retail market, which is the fifth largest retail destination
globally, according to industry estimates is estimated to grow from the US$ 330
billion in 2008 to US$ 427 billion by 2012 and $637 billion by 2015. Simultaneously,
modern retail which presently accounts for 4 per cent of the total market is likely to
increase its share to 22 per cent by 2012.
India tops the AT Kearney's annual Global Retail Development Index
(GRDI) for the third consecutive year, maintaining its position as the most attractive
market for retail investment,
Continuing the robust growth of the organized retail in India,
according to the Credit Rating and Information Services of India, the industry raked in
US$ 25.44 billion turnover in 2007-08 as against US$ 16.99 billion in 2006-07, a
whopping growth rate of -per cent. India has one of the largest numbers of retail
outlets in the world. Of the 12 million retail outlets present in the country, nearly 5

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million sell food and related products. Even with this large number of outlets,
organized retail accounts for only 4 per cent of the total market, opening huge growth
potential in this segment.

Overview of Indian Retail Sector:


Retail Sector is the most booming sector in the Indian economy. Some
of the biggest players of the world are going to enter the industry soon. It is on the
threshold of bringing the next big revolution after the IT sector. Although organized
retail market is not as strong as of now, it is expected to grow manifolds by the year
2012. The sector contributes 10% of the GDP, and is estimated to show 20% annual
growth rate by the end of the decade as against the current growth rate of 8.5%. A
CRISIL report says that the Indian retail market is the most fragmented in the world
and that only 2% of the entire retailing business is in the organized sector. This
suggests that the potential for growth is immense. There are about 300 new malls,
1500 supermarkets and 325 departmental stores currently being built in the cities
across India.

Estimates and Predictions for Retail Sector:


At present, the industry is estimated to be at more than US$ 400 billion
by a study of McKinsey.

 The Economist Intelligence Unit (EIU) estimates the retail market in India
will increase to US$608.9 billion in 2012 from US$394 billion in 2007.
 KPMG Report says that the organized retail would grow at a higher rate
than the GDP in the next five years.
 The retail sector would generate employment for more than 2.5 million
people by the year 2012, predicts an analysis by Ma Foi Management Consultants Ltd.

Present Players in the Industry:

Archies, Bata India Ltd, Big Bazaar, Crossword, Ebony Retail


Holdings Ltd., Fabmall, Food Bazaar, Globus Stores Pvt. Ltd., Health and Glow,

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Liberty Shoes Ltd., MTR Foods Ltd., Music World Entertainment Ltd., Pantaloon
Retail India Ltd., Shoppers Stop, Style SPA Furniture Ltd, Subhiksha, Titan
Industries, Lifestyle, etc. New entrants entering the market soon will be Reliance
Retail Ltd, Wal-Mart Stores, Carrefour, Tesco, Boots Group, etc.

Evolution of the Sector:

Weekly Markets, Village and Rural Melas


 Source of entertainment

 Rural and historic reach

Convenience stores, Mom-and-pop / Kirana shops

 Neighborhood stores/convenience

 Traditional and pervasive reach

PDS outlets, Khadi stores, Cooperatives

 Government supported

 Availability/low costs/distribution

Exclusive Brand outlets, Hypermarkets and Supermarkets, Department


stores and Shopping malls,
 Shopping experience/ efficiency

 Modern formats/ international

1) Modern Format retailers

• Supermarkets

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• Hypermarkets

• Department Stores

• Specialty Chains

• Company Owned Company Operated

2) Traditional Format Retailers


• Kiranas: Traditional Mom and Pop Stores

• Street Markets

• Exclusive /Multiple Brand Outlets

Challenges:

The Indian Retail sector is constantly shacked with cut throat competition. It is
also facing challenges in the form of shortages for management professionals, cash
flow, supply chain management and frauds.

International retailers

There has been greater influence of brands like Wal-Mart, Tommy


Hilfiger, Carrefour, Marks & Spencer, Nike, etc in the big cities of India for long .

Retail Formats :

Scope of the Retail Sector :

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Retail is clearly the sector that is poised to show the highest growth in
the next five years. The sector is set for a revolution, as both the present players and
new entrants are gearing up to explore the market. This sector contributes 10% of
India's GDP and the current growth rate is 8.5%. The present size of the organized
retailing sector is approximately 3% and is expected to grow to 25-30% by the year
2012. There are about 300 new malls, 1500 supermarkets and 325 departmental stores
currently under construction. Many players are coming up with huge investments, due
to which the present 12 million mom-and-pop shops and kirana stores fear losing their
business. Most predictions say that the sector might reach to US$ 400-600 billion by
the year 2012.
Global retail giants such as Wal-Mart, Tesco, Germany's Metro AG
and many others are ready to enter the retail markets. The rising demands of branded
products and increase in purchasing power have lured these companies to enter the
market.

Leading Indian Retailers:


Bata India Ltd, Big Bazaar, Crossword, Ebony Retail Holdings Ltd.,
Food Bazaar, Globus Stores Pvt. Ltd., Liberty shoes Ltd., Music World Entertainment
Ltd., Pantaloon Retail India Ltd., Shoppers Stop, Subhiksha, Titan Industries, Trent
and the new entrants penetrating the market soon will include Reliance Retail Ltd,
Wal-Mart Stores, Carrefour, Tesco, Boots Group, etc.
Current Scenario:

 One of the world's largest industries exceeding US$ 9 trillion.

 47 global fortune companies & 25 of Asia's top 200 companies are retailers.

 Dominated by developed countries.

 US, EU & Japan constitute 80% of world retail sales.

 Biggest player in India is Pantaloon Retail India Limited.

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Percentage of Organized Retail:

USA - 85% Taiwan - 81%

Malaysia - 55% Thailand - 40%

Brazil - 36% Indonesia - 30%

Poland - 20% China - 20%

India - 3%
Key Trends:

The existing players like Big Bazaar, Shoppers' Stop, Pyramid are expanding
to smaller towns and cities. Many other business houses are planning to enter the retail
sector either on their own or through partnerships. New entrants like Reliance Retail
Ltd and Wal-Mart are going to enter the market soon. Even rural areas will provide a
huge opportunity to be explored.

Estimates and Predictions :


The industry is estimated to be more than US$ 400 billion by a study of
McKinsey.
 The Economist Intelligence Unit (EIU) estimates the retail market in
India to increase to US$608.9 billion in 2012 from US$394 billion in2007.

 A KPMG report says that the organized retail would grow at a higher
rate than GDP in the next five years.

 The retail sector would generate employment for more than 2.5 million
people by the year 2012, says an analysis by Ma Foi Management Consultants Ltd.

Benefits of FDI in Retail Sector:

 Higher competition would lead to higher quality in products and


services.

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 Better lifestyle as better products would be introduced.

 Exports would increase due to greater sourcing of major players.

 Investment in whole supply chain would increase.

 Technology would be upgraded in terms of logistics, production, and


distribution channels.

 The markets of the sector would flourish and develop.

 Employment would increase and skills & manpower will develop.

 A strong retailing sector would promote tourism.

 Economies of scale would help lower consumer prices and increase the
purchasing power of the consumer.

Company Profile

Pantaloon Retail (India) Limited, is India’s leading retailer that


operates multiple retail formats in both the value and lifestyle segment of the Indian
consumer market. Headquartered in Mumbai (Bombay), the company operates over 7
million square feet of retail space, has over 1000 stores across 53 cities in India and
employs over 25,000 people.

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The company’s 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, ALL, Top 10, M-Bazaar and Star and Sitara. The company also
operates an online portal, futurebazaar.com.

A subsidiary company, Home Solutions Retail (India) Limited,


operates Home Town, a large-format home solutions store, Collection, selling home
furniture products and E-Zone focused on catering to the consumer electronics
segment.

Pantaloon Retail was recently awarded the International Retailer of the


Year 2007 by the US-based National Retail Federation (NRF) and the Emerging
Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona.

Pantaloon Retail is the flagship company of Future Group, a business


group catering to the entire Indian consumption space.

Future Group:

Future Group is one of the country’s leading business groups present


in retail, asset management, consumer finance, insurance, retail media, retail spaces
and logistics. The group’s flagship company, Pantaloon Retail (India) Limited
operates over 7 million square feet of retail space, has over 1000 stores across 53 cities
in India and employs over 25,000 people. Some of its leading retail formats include,
Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future
Money and online retail format, futurebazaar.com.

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Future Group companies includes, Future Capital Holdings, Future
Generali India Indus League Clothing and Galaxy Entertainment that manages Sports
Bar, Brew Bar and Bowling Co. Future Capital Holdings, the group’s financial arm,
focuses on asset management and consumer credit. It manages assets worth over $1
billion that are being invested in developing retail real estate and consumer-related
brands and hotels.
The group’s joint venture partners include Italian insurance major,
Generali, French retailer ETAM group, US-based stationary products retailer, Staples
Inc and UK-based Lee Cooper and India-based Talwalkar’s, Blue Foods and Liberty
Shoes.
Future Group’s vision is to, “deliver Everything, Everywhere,
Everytime to Every Indian Consumer in the most profitable manner.” The group
considers ‘Indian-ness’ as a core value and its corporate credo is - Rewrite rules,
Retain values.
Big Bazaar is a chain of department stores in India, currently with 75
outlets. It is owned by the Pantaloon Retail India Ltd, Future Group. It works on the
same economy model as Wal-Mart and has considerable success in many Indian cities
and small towns. The idea was pioneered by entrepreneur Kishore Biyani, the CEO of
Future Group. Currently Big Bazaar stores are located only in India. It is the biggest
and the fastest growing chain of department store and aims at being 350 stores by the
end of year 2012.
Corporate Statement:
“Future” – the word which signifies optimism, growth, achievement,
strength, beauty, rewards and perfection. Future encourages us to explore areas yet
unexplored, write rules yet unwritten; create new opportunities and new successes. To
strive for a glorious future brings to us our strength, our ability to learn, unlearn and
re-learn our ability to evolve.

We, in Future Group, will not wait for the Future to unfold itself but
create future scenarios in the consumer space and facilitate consumption because

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consumption is development. Thereby, we will effect socio-economic development for
our customers, employees, shareholders, associates and partners.

Our customers will not just get what they need, but also get them
where, how and when they need.
We will not just post satisfactory results, we will write success stories.

 We will not just operate efficiently in the Indian economy, we will


evolve it.
 We will not just spot trends, we will set trends by marrying our
understanding of the Indian consumer to their needs of tomorrow

It is this understanding that has helped us succeed. And it is this that


will help us succeed in the Future. We shall keep relearning. And in this process, do
just one thing.

Group Vision :

Future Group shall deliver Everything, Everywhere, Everytime for Every


Indian Consumer in the most profitable manner.

Group 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.

 We will be the trendsetters in evolving delivery formats, creating retail


realty, making consumption affordable for all customer segments – for classes and for
masses.
 We shall infuse Indian brands with confidence and renewed ambition.

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 We shall be efficient, cost- conscious and committed to quality in
whatever we do.
 We shall ensure that our positive attitude, sincerity, humility and
united determination shall be the driving force to make us successful.

Core Values:

 Indianans: confidence in ourselves.


 Leadership: to be a leader, both in thought and business.
 Respect & Humility: to respect every individual and be humble in our
conduct.

 Introspection: leading to purposeful thinking.

 Openness: to be open and receptive to new ideas, knowledge and


information.

 Valuing and Nurturing Relationships: to build long term relationships.

 Simplicity & Positivity: Simplicity and positivity in our thought,


business and action.

Company Timelines:

Major Milestones:

1987 Company incorporated as Mnz Wear Private Limited. Launch of


Pantaloons trouser, India’s first formal trouser brand.
1991 Launch of BARE, the Indian jeans brand.
1992 Initial public offer (IPO) was made in the month of May.
1994 The Pantaloon Shoppe – exclusive menswear store in franchisee format
launched across the nation. The company starts the distribution of branded garments
through multi-brand retail outlets across the nation.

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1995 John Miller – Formal shirt brand launched.
1997 Pantaloons – India’s family store launched in Kolkata.
2001 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first hypermarket
chain launched.
2002 Food Bazaar, the supermarket chain is launched.
2004 Central – ‘Shop, Eat, Celebrate In The Heart Of Our City’ - India’s first
seamless mall is launched in Bangalore.
2005 Fashion Station - the popular fashion chain is launched ALL – ‘a little
larger’ - exclusive stores for plus-size individuals is launched.
2006 Future Capital Holdings, the company’s financial arm launches real
estate funds Kshitij and Horizon and private equity fund Indivision. Plans forays into
insurance and consumer credit. Multiple retail formats including Collection i,
Furniture Bazaar, Shoe Factory, EZone, Depot and futurebazaar.com are launched
across the nation.

Board of Directors:

Mr. Kishore Biyani, Managing Director

Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited


and the Group Chief Executive Officer of Future Group.
Mr. Gopikishan Biyani, Wholetime Director
Mr. Rakesh Biyani, Wholetime Director
Mr. Ved Prakash Arya, Director
Mr. Shailesh Haribhakti, Independent Director
Ms. Bala Deshpande, Independent Director

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Mr. Anil Harish, Independent Director

Department Wise Report :


Food Bazaar:
Food Bazaar invites you for a shopping experience, unique by its
ambience. At Food Bazaar you will find a hitherto unseen blend of a typical Indian
Bazaar and International supermarket atmosphere.

Flagged off in April’02, Food Bazaar is a chain of large supermarkets


with a difference, where the best of Western and Indian values have been put together
to ensure your satisfaction and comfort while shopping.

The western values of convenience, cleanliness and hygiene are


offered through pre packed commodities and the Indian values of "See-Touch-Feel"
are offered through the “bazaar-like” atmosphere created by displaying staples out in
the open, all at very economical and affordable prices without any compromise on
quality.
The best of everything offered with a seal of freshness and purity will
definitely make your final buying decision a lot easier.

Fashion:
Big Bazaar is not just another hypermarket. It caters to every need of
your family. Where Big Bazaar scores over other stores is its value for money
proposition for the Indian customers.

At Big Bazaar, you will definitely get the best products at the best
prices - that’s what we guarantee. With the ever increasing array of private labels, it
has opened the doors into the world of fashion and general merchandise including
home furnishings, utensils, crockery, cutlery, sports goods and much more at prices

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that will surprise you. And this is just the beginning. Big Bazaar plans to add much
more to complete your shopping experience.

Wellness & Beauty:


Star & Sitara “Salon & Beauty Parlour”
Star & Sitara, a unique beauty salon for men and women, introduces
many new features and products for the first time in India. At Star & Sitara we aim to
democratise salon services for easy access to all and deliver quality service at very
affordable prices
‘Star & Sitara’, evokes a theme of Bollywood and promises to make
you a Star (Sitara in Hindi)! Glamour as a theme is an essential ingredient in the world
of cinema and we do not disappoint you on that note. The space, décor, lighting is
reminiscent of movies and will transport you from the ordinary world to that of the
‘reel’ world.
Star & Sitara provides all skin and hair related beauty service. The
salon is spacious and the atmosphere relaxed. Men, women and children can easily
find a service to cater to their need. But the focal and niche element of our salon is the
affordable and attractive pricing.
You will be wowed by the high quality hair and skin services at
unbelievable prices. The haircuts are priced at Rs.39, hair wash at Rs.39 and hair
streaking starts from Rs.49, gold facial for Rs.499 and Diamond facial for Rs.999 and
doesn’t that leave you speechless!
For the first time in the country, a “Wax Bar” with different flavoured
waxes that promises a painless wax for women is being introduced. The salon uses oil
based wax instead of sugar based to make the experience better than what it is
traditionally done. The ‘wax bar’ also provides for flavors to choose from like
chocolate, almond, green apple, strawberry. This makes sure that you smell good and
look forward to the otherwise painful wax sessions. Surely a mini revolution!

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We also pride ourselves on our expertise in consultation on being able
to find the perfect style to suit you and your lifestyle. Whether you are a dedicated
follower of fashion, fancy a change of style or simply want to enhance your current
style we help in getting you there. We boast of a team of talented stylists and skin
specialists. These beauty consultants also individualize each treatment keeping in
mind that every individual is different.

Tulsi “The Medicine Bazaar”


Tulsi the Medicine Bazaar is a pharmacy housed within Big Bazaars
and Food Bazaars at over 35 locations all over India allowing you to enjoy the
convenience of having your wellness needs fulfilled while you shop.

We aim to offer outstanding professional service from a caring and


friendly environment. We are prepared to go the extra mile or provide that little extra
guidance and to care for your needs through our Healthcare enquiry system. At Tulsi,
our knowledgeable pharmacists will be at your service 7 days a week to fill your
prescriptions, answer your questions, and help you in any way that they can. All
pharmacists are qualified and registered in their respective state pharmacy councils.

Specialty Products and Other Services:


Diabetes care - prescription medicines, alternative medicines, glucometers and
test strips, sweeteners, food products for diabetics
Home diagnostic equipment - BP monitors, weighing scales, thermometers,
test kits
Health food - protein supplements, minerals and vitamins

Orthopaedic Supports.

Over the counter medication.

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Alternative medicine - Ayurveda and Homeopathy.

Dental care.

Health camps.

Specialty Skin Care.

Tulsi the Medicine Bazaar, in association with HELP library offers


free medical advice. You may post any health related queries to us for our advice and
we will be glad to help you. HELP - the Health Education Library for People, the
world's largest patient education library was established in 1997 to empower people by
providing them with the information they need to promote their health, and prevent
and treat medical problems in the family in partnership with their doctor.

The aim is to enhance knowledge through the judicious use of relevant and
researched information and thus to empower our readers on their own journey towards
health and wellness. It is intended to inform and educate and is not a replacement for
medical evaluation, advice, diagnosis or treatment by a health care professional.

General Merchandise:
Blue Sky “Watches & Sunglasses “
Blue Sky is a national chain of stores offering a wide selection of
branded and private label sunglasses and watches. Blue Sky has been designed to
address an exciting and growing market for accessories. Customers get a wide and
interesting collection of fashion brands from across the world as well as from the
company’s exciting range of private label watches, namely, Cube, Koenig, RIG,
Lombard & UMM.
Blue Sky as the name suggests is designed at providing a soaring
experience, and thus has innovative interiors that will transport one to a world of

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flying. From a model Bi-plane hanging from the ceiling to blue-sky effect windows,
the store is an experience that will have shoppers coming back for more.

Navaras ”Jewellery for all emotions and occasions”

Navaras, a fine 22 carat pure gold and diamond jewellery brand, retailed
from Big Bazaar stores, offers nine unique rational benefits to the consumer namely –
BIS Hallmark jewellery, free cleaning and polishing, insurance cover against theft
and burglary, transparent making charges, a buyback if unsatisfied, 0% weight loss if
jewellery is exchanged, diamond certification, free karatmeter check and a range of
designs.

The Navaras product range and store look is in keeping with the needs
of contemporary women. It is emotions and occasions that lead women to buy
jewellery, they buy jewellery to express emotions like pyaar (love), during occasions
like tyohaar (festivals) and as uphaar (gifts). Navaras jewellery has been
conceptualised with this thought - jewellery for all emotions and occasions.

Future Group has revolutionized the Indian jewellery market with the
launch of Navaras, which offers branded, pure and design differentiated jewellery at
competitive prices in a hypermarket set-up in line with the evolving buying behaviour
of consumers. The rationale behind this is that with higher disposable incomes, for
consumers today gold and other jewellery purchases too have become impulsive
buying activities. Hence, Navaras within Big Bazaar.

But, certain criteria still remain constant like carat, price, trust and
purity – all strong deciding factors while purchasing jewellery. Thus, the format’s
brand positioning and offerings have been tailored to suit the modern day consumer.

Navaras offers a complete fine jewellery shopping experience, despite


being within the confines of a hyper market. This is ensured by the segregation of the
Navaras section via glazed glass walls to provide a comfortable and secluded

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ambience. The sit-down arrangement, as opposed to stand alone counters, further
ensures that shoppers try out the Navaras products in a peaceful and comfortable
environment before they make their final shopping decision.

E-tailling:

Futurebazaar.com
Futurebazaar.com offers the widest range of products at ‘lowest prices –
everyday!’

Having pioneered the retailing business in India, PRIL has now


decided to revolutionize the consumer e-commerce business in India. It intends to
provide customers with a streamlined, efficient and world class personalized
shopping experience, which will be supported with the best technology platform.

Buying products is a 3 step simple process. All one has to do is


Search, Register and Buy. Here you can expect a shopping experience akin to
shopping at an actual bazaar but with added simplicity & everyday low prices and an
assurance of 'your product' will be delivered within 7 days of purchase.

We are proud to inform you that Future Bazaar has been named as
the Best Indian Website 2007 in the Shopping category by PC World.

Future Bazaar won the top spot after beating other established players
like Rediff, Indiatimes, Sify, ebay, Indiaplaza, Chennai Bazaar and India Mall. The
award was presented to Future Bazaar for its "decent, no-nonsense approach, while
providing a good shopping experience".

Book and Music:

Depot “Books, Music & Gifts”

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Depot is one of the youngest brands from the Pantaloon stable and is a
tribute to our freedom of thought, speech and expression shared in a novel fashion
with customers as books, multimedia, toys, stationary and gifts.
Depot is all about freedom and democracy and this is reflected in the
relaxed manner in which products are displayed, the affordable pricing, the strong
local flavour, the young, lively and interactive store experience, that are all designed
in a way to liberate these categories and transform the way they are bought, sold and
perceived in India.
At Depot, book lovers are offered a range of books that meet the needs
and preference of every age group. From fiction to general reference, management and
children’s material, you will find it all at Depot.
Music buffs are invited to select from a wide category of music CDs
and cassettes spanning all genres like Rock, Pop, Hindi, Indipop and more. For the
movie enthusiasts out there, we have a great selection of home videos (VCD and
DVD) and multimedia (CD-ROMs).
Depot Store also has an attractive selection of gifts (candles, mugs,
photo frames, themed packs) toys and stationery (office, children’s and fancy
stationery) ensuring this is a one-stop shop for everyone and anyone who plans to gift
their loved ones.
At Depot we endeavour to give our customers an Indian experience
where we celebrate and give due importance to regional literature and music. In this
regard, Depot aims to become a strong member of the local communities it operates in
through a variety of events, engagements and social initiatives and we will be happy to
keep you posted on these activities from time to time.

Depot is a lively, colorful, vibrant and happy retail space, which we


hope you will visit in the near future. Inviting Reading Corners where you can be
comfortable with a book of your choice and an Interactive Zone where you get to try
out new board games, read new books, check out new toys and browse at the
Interactive kiosk, await you at Depot.

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Awards and Recognition 2008:

 The Reid & Taylor Awards For Retail Excellence 2008


 Retail Leadership Award: Kishore Biyani

 Retail Best Employer of the Year: Future Group

 Retailer of The Year: Home Products and Office.

 Improvements: HomeTown.

The Reid & Taylor Awards for Retail Excellence are an important
feature of the Asia Retail Congress - Asia’s single most important global platform to
promote world-class retail practices - and are aimed at honouring the best, in Asian
Retail scenario. India played host to Asia Retail Congress 2008.

2007 Images Retail Awards :

 Most Admired Retail Face of the Year: Kishore Biyani

 Most admired retailer of the year: Large format, multi product store:
Big Bazaar

 Most admired retailer of the year: Food and Grocery: Food Bazaar
 Most admired retailer of the year: Home & office improvement:
HomeTown
 Most admired Retail Company of the year: Pantaloon Retail (India)
Ltd.
 Images Retail Forum followed strict international benchmarks in
deciding the top honours for Images Retail Awards ’07, with IRIS as knowledge
partner and global consulting firm AT Kearney as the Process Approver.

National Retail Federation Awards:

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International Retailer for the Year 2007 – Pantaloon Retail (India) Ltd
The National Retail Federation is the world’s largest retail trade association with over
1.4 million members in the US and across the world. Some of the past winners of the
award include Metro AG (Germany), Carrefour (France), Zara (Spain), Boticario
(Brazil) and Ito Yokado (Japan). The award was presented at the Retail’s Big Show
held in January 2007 in New York.

World Retail Congress Awards:


Emerging Market Retailer of the Year 2007 – Pantaloon Retail (India) Ltd
The inaugural World Retail Congress held in Barcelona, Spain in
March 2007 attracted over one thousand retail professionals from over sixty countries.
The awards were decided by a multinational Grand Jury. Winners in other categories
included Inditex, Mall of Emirates, Marks & Spencer and IKEA.

Hewitt Best Employers 2007:

Best Employers in India (Rank 14th) – Pantaloon Retail (India) Ltd

Leading human resources consultancy, Hewitt Associates conducts an


annual survey of the best employers in India, as part of its global initiative. It is based
on CEO interview, People Practices Inventory and Employee Opinion Surveys.
Pantaloon Retail became the only retailer to feature among the twenty-five best
employers in India.

PC World Indian Website Awards:

Best Indian Website In The Shopping Category - Futurebazaar.com

PC World, a leading consumer technology magazine selected the best


Indian websites in various categories based on use of technology for delivering
solutions, information being presented in an intuitive and concise manner and overall
experience aided by design.

BIET-MBA PROGRAMME, Davangere - 22 -


Reader’s Digest Trusted Brands Platinum Awards:

Trusted Brands Platinum Award (Supermarket Category) – Big Bazaar.


The Reader’s Digest awards are based on surveys done among consumers by
independent research agency, Nielsen Media Research. This is the second consecutive
time Big Bazaar has won this award.

2006 Retail Asia Pacific Top 500 Awards:

Asia Pacific Best of the Best Retailers – Pantaloon Retail (India) Ltd
Best Retailer in India – Pantaloon Retail (India) Ltd

The Retail Asia publication in association with EuroMonitor and


KPMG honours the best retailers in 14 countries across the Asia Pacific region. The
awards were presented in Singapore in October, 2006.

Asiamoney Awards:
Best Managed Company in India (Mid-cap) – Pantaloon retail (India) Ltd.
The Asiamoney publication conducts a poll among fund manages and
investors and does a quantitative analysis of financial performance to select best
managed companies in Asian countries.

Ernst & Young Entrepreneur of the Year Award:

Ernst & Young Entrepreneur of the Year (Services) – Kishore Biyani.

Considered to be one of the most prestigious business awards in India,


a jury comprising leading names in Indian business selected the winners based on
courage, creativity, passion, endurance and vision.

CNBC Indian Business Leaders Award:

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The First Generation Entrepreneur of the Year – Kishore Biyani

Organized by CNBC-TV18, the twelve awardees in various categories are


decided by a high profile jury, along with research partners - The University of
Chicago Graduate School of Business, Development Dimensions International (DDI)
and AC Neilson ORG MARG.

Lakshmipat Singhania – IIM Lucknow National Leadership Award:

Young Business Leader – Kishore Biyani

The award recognizes and honors individuals who have contributed


consistently to the betterment of our country through their pursuit of excellence. The
awards were presented in New Delhi by the Prime Minister Dr. Manmohan Singh in
December, 2006.

Images Retail Award:

 Best Value Retail Store – Big Bazaar


 Best Retail Destination – Big Bazaar
 Best Food & Grocery Store – Food Bazaar
 Retail Face of the Year – Kishore Biyani

The Images Retail Awards are decided through a nationwide consumer &
industry poll and nominations followed by performance assessment by team of
analysts and jury.

Readers’ Digest Award:

Platinum Trusted Brand Award - Big Bazaar

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The Reader’s Digest awards are based on surveys done among consumers by
independent research agency, Nielsen Media Research.

CNBC Awaaz Consumer Award:

Most Preferred Large Food & Grocery Supermarket – Big Bazaar

Conducted in association with AC Nielsen-ORG Marg across 21 major cities,


nearly 10,000 consumers were asked to choose their most preferred brands.

Product/Service Profile

LEVEL-1 (FOOD BAZAAR):

Chill station ( cool drinks, beverages ), Farm Fresh ( vegetables & fruits ),
Imported Bazaar (Toys, food, stationery, T-shirts), Golden harvest ( dal &
pulses, food grains)
Chef zone (International food), Head To Toe (Men’s grooming)
Tulsi (medicine bazaar, crockery bazaar), PUC ( lastics, utensils, crockery’s)

LEVEL-2 (APPARELS):

Men’s apparels, Suits N blazers, Ladies apparels, Night wear, Levis signature,
Foot wear
Kids wear, Kids infant wear, Toys, Tailoring dept, Hyderabad Pearls counter,

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Fashion jewellary, Cosmetics & Hair accessories, Navaras (gold),Customer
service desk
Gift wrapping, Announcement, Toilet, Cash counter.

LEVEL-3 (HOME LINE)

Gifts, watches, optician, electronic bazaar, cook and serve, sight and sound,
computer accessories, car accessories, Depot, Luggage, Lamps & lightings,Stationery,
Home furnishing
Sports, Modular kitchen, Furniture bazaar

LEVEL-4 (FOOD STOP)

Star & Sittara,F123 ( game )

Research Methodology

Statement of the Problem:

As we are now in the era of booming retailing lot of organization are entering
into the retail market. In India Future Group Pantaloon company is one of the greatest
retailing companies with its retail format called Big Bazaar. In my major concurrent
project I’m doing live project, to know “How to increase consumer walk-in, in Big-
Bazaar Banashankari”. And also to know what are the factors which consumer will
think while visiting Big Bazaar.

Scope of the Study:

It will help the Big Bazaar to understand the level of customer happiness,
1 It will help the Big Bazaar to retain the existing customer.

BIET-MBA PROGRAMME, Davangere - 26 -


2 It will help the Big Bazaar to attract new customers.

3 It will help the Big Bazaar to know the strength and weakness
of their CRM policy.

4 It will reveal the customer attitude towards BB.

Need for the Study:


Big Bazaar has newly established its Banshanakari store in 2005. The Big
Bazaar has done analyzing of projects to know the consumer expectation, consumer
satisfaction level and now the Big Bazaar has gained good grip on the Srinivas Nagar,
Vidya Peeta circle, N.R colony, Hanumantha Nagar, Bank colony, Hosakere Halli(Pes
IT College), Shri Nagar, K.R Road, AGS Layout, Padmanab Nagar(Deve Gowda
petrol Bunk), Kadirena Halli, BDA complex, Katriguppe market but still want to
increase the walk-in in Big Bazaar. So the main need for the study is to know how to
increase the walk-in Big Bazaar.
Objective of the Study:

• To know the quality of service

• To analyze the existing strategy of big bazaar

• To analyze the customer satisfaction level

• To assess the effectiveness of existing CRM strategy.

• To analyze the CSD (customer service desk)

• To analyze the customer attitude towards big bazaar.

• To analyze employee ability to handle the customer.

• To measure the parameters such as store, location, employee, product etc.

• To suggest the better strategy to improve the customer relation.

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Research Design:
The research will be Descriptive Research.

Sampling technique:- Convenient Sampling.


Sampling unit:- Big Bazaar Customers.
Sampling size:-130.

Entire population:- Srinivas Nagar, Vidya Peeta circle, N.R colony,


Hanumantha Nagar, Bank colony, Hosakere Halli(Pes IT College), Shri Nagar, K.R
Road, AGS Layout, Padmanab Nagar(Deve Gowda petrol Bunk), Kadirena Halli,
BDA complex, Katriguppe.

Methods of Data Collection:


1) Primary data:
The primary or the first hand data has been collected through questionnaires
to the customers. And it is also collected through participant observation method.

2) Secondary data:
The major source of secondary or supporting data will be internet, and
company profile of Big Bazaar as whole. And Big Bazaar books and journals, are the
source of information.
Survey method .
The related data or information will be obtained by personal administration of
questionnaire,

Tools used for the Data Collection:


“Statistical tools used for data analysis”.

Limitation of the Study:

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1) The survey took in to consideration only 130 customers.

2) Convenient sampling method was adopted, so the entire population may not
be captured with a high degree of accuracy.

3) The analysis is based on the information gathered from questionnaires,


which can be affected by the perception of the questions, willingness to take time to
complete the questionnaires and the seriousness with which the questions were
regarded.

4) The recommendation which is obviously based on data is restricted to the


limited area (Bangalore) only.

Analysis and Interpretation

Table 1

Table Title: Income level of respondent

Income level (Rs.) Respondents Percentage


<10000 48 36.92

10001-20000 36 27.69
20001-30000 24 18.46
30001 & above 16 12.30
Others 6 4.61
Total 130 100

Graph 1

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36.9

27.6

18.4

12.3

4.6

Inference:

From the above graph it is clear that: -

Out of 130-sample size surveyed, 48 respondents are earning


less than Rs10,000, which amounts to 36.9% as a whole.
• 36 respondents are earning between Rs10,001 to Rs20,000, which
amounts to 27.6% as a whole.

• 24 respondents are earning between Rs20,001 to Rs30,000, which


amounts to 18.4% as a whole.

• 16 respondents are earning between Rs30,001 and above, which


amounts to 12.3% as a whole.

• 6 respondents are not earning, which amounts to 4.6% as a whole.

These data shows that most of sample population purchased products at


Big Bazaar.

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Table 2

Table title : a) Do you shop at Big Bazaar Banashankari Super Centre.

Frequenc
Opinion y Percentage

YES 114 88

NO 16 12

Graph 2

Inference:

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From the above graph it is clear that: -

Out of 130-sample size surveyed, 114 said they have shopped at Big
Bazaar Banashankari, which amounts to 88% as a whole.

14 people said they have not shopped at Big Bazaar Banashankari,


which amounts to 12% as a whole.

These data shows that most of sample population purchased products at


Big Bazaar.

Table 3

Table title: How often do you shop in Big Bazaar Banashankari Super Centre.

Cat. Name Frequency Percentage


Daily 4 3.5
Weekly 34 29.8
Monthly 52 45.6
Occasionally 24 21.1
Total 114 100

Graph 3

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Inference:

From the above graph it is clear that: -

Out of 130-sample size surveyed, 4 of them prefer to visit Big Bazaar


at daily basis, which amount to 3.5% as a whole.

34 people prefer to visit Big Bazaar weekly, which amount to 29.8% as


a whole.

52 people prefer to visit Big Bazaar monthly, which amounts 45.6% as


a whole.

24 people prefer to visit Big Bazaar occasionally, which amounts


21.1% as a whole

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These data shows that most of the sample population prefers to visit Big
Bazaar at monthly and weekly basis.

Table 4
Table title: You come to Big Bazaar Banashankari Super Centre, because:

Opinion Frequency Percentage


Very Good 16 14.0
Good 66 57.9
Average 30 26.3
Bed 2 1.8
Very Bad 0 0
Total 114 100

Graph 5

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Inference:

From the above graph it is clear that: -

Out of 130-sample size surveyed, 16 of them told that discount


and offer at Big Bazaar is very good, which amounts to 14% as a whole.
• 66 of them told that discount and offer at Big Bazaar is good, which
amounts to 57.9% as a whole.

• 30 of them told that discount and offer at Big Bazaar is average, which
amounts to 26.3% as a whole.

• 2 of them told that discount and offer at Big Bazaar is bed, which
amounts to 1.8% as a whole.

• None of them told that big bazaar is very bed.

These data shows that most of the sample population overall satisfied with
discounts and offers at Big Bazaar.

Table 6

Table title: Do you feel that your waiting time at cash counter was?

Opinion Frequency Percentage


Less than expacted 12 10.5
Reasonable 50 43.9
Too long 52 45.6
Total 114 100
Graph 6

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Inference:

Out of 130-sample size surveyed, 12 of them told that waiting


time at cash counter is less than expected, which amounts to 10.5% as a whole.
• 50 of them told waiting time at cash counter is reasonable, which
amounts to 43.9% as a whole.

• 52 of them told that waiting time at cash counter is too long, which
amounts to 45.6% as a whole.

Majority of respondents think that service at cash counter is not good.

Table 7
Table title: a) Store is conveniently located.

Fre Per
Opinion quency centage
Agree 96 84.2
Disagree 14 12.3
Can't say 4 3.5
Total 114 100

Graph 7

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Inference:
Out of 130-sample size surveyed, 96 of them felt that Store is
conveniently located, which amounts to 84.2% as a whole.
• 14 of them felt that Store is not conveniently located, which amounts to
12.3% as a whole.

• 4 of them were in dilemma, which amounts to 3.5% as a whole.

Since majority of respondents belong to catchment area of the big bazaar so


store is conveniently located for them.
Table 8
Table title: b) Store hours are convenient for my shopping needs.

Opinion Frequency Percentage


Agree 109 95.6
Disagree 3 2.6
Can't say 2 1.8
Total 114 100

Graph 8

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Inference:

Out of 130-sample size surveyed, 109 of them felt that Store


hours are convenient for their shopping needs, which amounts to 95.6% as a whole.
• 3 of them felt that Store hours are not convenient for their shopping
needs, which amounts to 2.6% as a whole.

• 2 of them were in dilemma, which amounts to 1.8% as a whole.

These data shows that most of the sample population feels Store hours are
convenient for their shopping needs.
Table 9
Table title: c) Store atmosphere and decor are appealing.

Opinion Frequency Percentage


Agree 88 77.2
Disagree 18 15.8
Can't say 8 7.0
Total 114 100

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Graph 9

Inference:

Out of 130-sample size surveyed, 88 of them felt that Store


atmosphere and decor are appealing, which amounts to 77.2% as a whole.
• 18 of them felt that Store atmosphere and decor are appealing, which
amounts to 15.8% as a whole.

• 8 of them were in dilemma, which amounts to 7% as a whole.

These data shows that most of the sample population feels Store
atmosphere and decor are appealing.

Table 10

Table title: d) Store has the lowest price in the area.

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Opinion Frequency Percentage
Agree 58 50.9
Disagree 26 22.8
Can't say 30 26.3
Total 114 100

Graph 10

Inference:
Out of 130-sample size surveyed, 58 of them accepted that Store
has the lowest price in the area, which amounts to 50.9% as a whole.
• 26 of them did not accept that Store has the lowest price in the area,
which amounts to 22.8% as a whole.

• 30 of them were in dilemma, which amounts to 26.3% as a whole.

These data shows that most of the sample population feels accepted that
Store has the lowest price in the area.

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Table 11

Table title: e) Merchandise displays are attractive.

Opinion Frequency Percentage


Agree 86 75.4
Disagree 12 10.5
Can't say 16 14.0
Total 114 100

Graph 11

Inference:

Out of 130-sample size surveyed, 86 of them told that


Merchandise displays are attractive, which amounts to 75.4% as a whole.
• 12 of them told that Merchandise displays are not attractive, which
amounts to 10.5% as a whole.

• 16 of them were in dilemma, which amounts to 14% as a whole.

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These data shows that most of the sample population feels that
Merchandise displays are very much attractive at this store.

Table 12

Table title: a) Employee cared about and understood my needs and concerns.

Opinion Frequency Percentage


Exceed my
expectation 38 33.3
Met my
expectation 58 50.9
Did not meet my
expectation. 18 15.8
Total 114 100

Graph 13

Inference:

Out of 130-sample size surveyed, 38 of them delighted with


employee care about their needs and concerns, which amounts to 33.3% as a whole.

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• 58 of them satisfied with employee care about their needs and
concerns, which amounts to 50.9% as a whole.

• 18 of them dissatisfied with employee care about their needs and


concerns, which amounts to 15.8% as a whole.

These data shows that most of the sample population is happy with
employee care about their needs and concerns.

Table 14

Table title: b) Service delivery was timely and responsive.

Opinion Frequency Percentage


Exceed my
expectation 6 5.3
Met my expectation 18 15.8
Did not meet my
exptn. 90 78.9
Total 114 100

Graph 14

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Inference:

Out of 130-sample size surveyed, 6 of them delighted with service


delivery, which amounts to 5.3% as a whole.
• 18 of them satisfied with service delivery, which amounts to 15.8% as a
whole.

• 90 of them dissatisfied with service delivery, which amounts to 78.9%


as a whole.

These data shows that most of the sample population is unhappy with
service delivery.

Table 15

Table title: c) Employee was able to assist me or direct me to appropriate source.

BIET-MBA PROGRAMME, Davangere - 44 -


Opinion Frequency Percentage

Exceed my expectation 18 15.8

Met my expectation 70 61.4


Did not meet my
expectation 26 22.8

Total 114 100

Graph 15

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Inference:

Out of 130-sample size surveyed, 18 of them delighted with


employee assistance, which amounts to 15.8% as a whole.
• 70 of them satisfied with employee assistance, which amounts to 61.4%
as a whole.

• 26 of them dissatisfied with employee assistance, which amounts to


22.8% as a whole.

These data shows that most of the sample population is happy with
employee assistance.

Table 16

Table title: d) Employee was courteous and friendly.

BIET-MBA PROGRAMME, Davangere - 46 -


Opinion Frequency Percentage
Exceed my
expectation 34 29.8
Met my
expectation 66 57.9
Did not meet
my expectation 14 12.3
Total 114 100

Graph 16

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Inference:

Out of 130-sample size surveyed, 34 of them delighted with


employee courtesy and friendliness, which amounts to 29.8% as a whole.
• 66 of them satisfied with employee courtesy and friendliness, which
amounts to 57.9% as a whole.

• 14 of them dissatisfied with employee courtesy and friendliness, which


amounts to 12.3% as a whole.

These data shows that most of the sample population is happy with
employee courtesy and friendliness.

Table 17

BIET-MBA PROGRAMME, Davangere - 48 -


Table title: e) Employee was qualified, knowledgeable and well-informed.

Opinion Frequency Percentage


Exceed my
expectation 16 14.0
Met my expectation 24 21.1
Did not meet my
expectation 74 64.9
Total 114 100

Graph 17

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Inference:

Out of 130-sample size surveyed, 16 of them very satisfied with employee


knowledge, which amounts to 14% as a whole.
• 24 of them satisfied with employee knowledge, which amounts to
21.1% as a whole.

• 74 of them dissatisfied with employee knowledge, which amounts to


64.9% as a whole.

These data shows that most of the sample population is not happy with
employee knowledge.

Table 18
Table title: Customer service representative was knowledgeable & courteous.

BIET-MBA PROGRAMME, Davangere - 50 -


Frequ Percen
Category Name ency tage
Exceed my expectation 22 19.3
Met my expectation 82 71.9
Did not meet my expectation 10 8.8
Total 114 100

Graph 18

Inference:
Out of 130-sample size surveyed, 22 of them very satisfied with knowledge
and courtesy of CSR, which amounts to 19.3% as a whole.
• 82 of them satisfied with knowledge and courtesy of CSR, which
amounts to 71.9% as a whole.

• 10 of them dissatisfied with knowledge and courtesy of CSR, which


amounts to 8.8% as a whole.

These data shows that most of the sample population is happy with
knowledge & courtesy of customer service representative.

Table 19

Table title: Policy and processes were easy to follow and clearly explained.

BIET-MBA PROGRAMME, Davangere - 51 -


Opinion Frequency Percentage
Exceed my expectation 30 26.3

Met my expectation 74 64.9


Did not meet my
expectation 10 8.8
Total 114 100

Graph 19

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Inference:

Out of 130-sample size surveyed, 30 of them very satisfied with policies and
processes of this store, which amounts to 26.3% as a whole.
• 74 of them satisfied with policies and processes of this store, which
amounts to 64.9% as a whole.

• 10 of them dissatisfied with policies and processes of this store, which


amounts to 8.8% as a whole.

These data shows that most of the sample population thinks that
policies & processes of this store were easy to follow and clearly explained.

Table 20

Table title: Accessibility (facility, staff, hours of operation)

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Freq Perce
Opinion uency ntage
Exceed my expectation 32 28.1
Met my expectation 68 59.6
Did not meet my expectation 14 12.3
Total 114 100

Graph 20

Inference:
Out of 130-sample size surveyed, 32 of them very satisfied with accessibility at
this store, which amounts to 28.1% as a whole.
• 68 of them satisfied with accessibility at this store, which amounts to
59.6% as a whole.

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• 14 of them dissatisfied with accessibility at this store, which amounts to
12.3% as a whole.

These data shows that most of the sample population is happy with
accessibility at this store.

Table 21

Table title: Based upon your most recent service, how would you rate your
overall satisfaction with Big bazaar BSK.

Freque Percent W
Opinion ncy age eight
Excellent 4 4 8
Good 74 65 74
Average 26 23 0
Fair 8 7 -8
Poor 2 2 -4
Total 114 100 70

Graph 21

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Inference:

From the above graph it is clear that: -

Out of 130-sample size surveyed, 4 of them told that overall


satisfaction with Big Bazaar is excellent, which amounts to 3% as a whole.
• 74 of them told that overall satisfaction with Big Bazaar is good, which
amounts to 65% as a whole.

• 26 of them told that overall satisfaction with Big Bazaar is average,


which amounts to 23% as a whole.

• 8 of them told that overall satisfaction with Big Bazaar is fair,


which amounts to 7% as a whole.

• 2of them told that overall satisfaction with Big Bazaar is fair,
which amounts to 2% as a whole.

These data shows that most of the sample population overall satisfied with Big Bazaar

BIET-MBA PROGRAMME, Davangere - 56 -


Table 22

Table title: How likely are you to recommend shop at this centre to your
friend?
Opinion Frequency Percentage
Definitely will
recommend 80 70
Probably will
recommend 30 26
Might or might not
recommend 4 4
Probably will not
recommend 0 0
Definitely will
recommend 0 0
Total 114 100
Graph 22

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Inference:

From the above graph it is clear that: -

Out of 130-sample size surveyed, 80 of them told that they will


definitely recommend to their friend to shop at Big Bazaar BSK, which amounts to
70% as a whole.
• 30 of them told that they probably will recommend to their friend to
shop at Big Bazaar BSK, which amounts to 26% as a whole.

• 4 of them told they may or may not recommend to their friend to shop
at Big Bazaar BSK, which amounts to 4% as a whole.

Findings

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The overall project is mainly of how to increase consumer walk-in in Big Bazaar. In
this project the major findings are as follows.

 The consumer walk-in, in big bazaar is very high during the offer periods.

 88% of customers of Banashankari, Bangalore prefer to visit big bazaar.

 It is found that most of the sample population prefers to visit Big Bazaar at
monthly and weekly basis.

 From this survey, it is found that most of the sample population overall
satisfied with discounts and offers at Big Bazaar.

 46.5% of respondents think that service at cash counter is not good.

 84.2% of respondents belong to catchments area of the big bazaar so store is


conveniently located for them.

 It is found that most of the sample population feels Store hours are convenient
for their shopping needs.

 77.2% of respondents feels that store atmosphere and decor are


appealing.

 50.9% of the respondents feels that store has the lowest price
in the area. feels that Merchandise displays are very much attractive at this
store.

 Most of the respondents feels that Merchandise displays are very much
attractive at this store.

 50.9% of respondents are happy with employee care about their needs and
concerns.

 78.9% of respondents are unhappy with service delivery.

BIET-MBA PROGRAMME, Davangere - 59 -


 57.9% of respondents are satisfied with employee courtesy and friendliness.

 The data shows that 82% of the respondents are overall satisfied with the Big
Bazaar.

 The data shows that on an average all category of people visit to Big Bazaar.

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Suggestions:

The overall project is mainly of how to increase consumer walk-in in Big Bazaar. In
this project the major recommendations are as follows.

 The Big Bazaar has to maintain the same strategy in terms providing offers to
customers,

 Looking towards the competition they need to provide competitive offers to


customers.

 During offers period’s Big Bazaar has to provide transportation facilities to


increase customer walk-in to Big Bazaar.

 The big bazaar has to make sure that customer should not feel that selected
product is not available in the store.

 In terms of overall satisfaction the Big Bazaar has to maintain same services in
future.

 To increase walk-in, in Big Bazaar need to come with the different services
which are expected by customers, like in-side small restaurant. Separate room
for mothers to feeding milk to babies, etc.

 During festivals Big Bazaar has to give some innovate promotion, to attract
customers.

BIET-MBA PROGRAMME, Davangere - 61 -


Conclusion

This study has basically helped in knowing, how to increase consumer walk-in in
Big Bazaar and what influence people to shop at big bazaar. Most of the customers
feels that Big bazaar satisfies their needs.

Customers feels that Big Bazaar is very much trustable retail store in the
Banashankari, Bangalore. Most of the customers are satisfied with the Big Bazaar.
People across the Banashankari are aware of the brand called Big Bazaar. Big Bazaar
is up to date in its products varieties customers carry a pleasant shopping experience
from big bazaar. Customer feel that the prices of the products in Big Bazaar is much
cheaper compared to the out side market. And the quality is also good for the
merchandising Big Bazaar.

Customers feel that Big Bazaar have variety of products available in various
departments. Customers feel that shopping with Big bazaar is convenient and saves
there valuable time. This is due to the proper facility that is available in Big Bazaar.
Customer is loyal to Big Bazaar and also they are proud to be a customer of Big
Bazaar.

I believe that Big Bazaar has the potential to satisfy its customers and retain them.
And it have its brand name to reckon with in the market and I offer my best wishes for
the same and hope that my work will be of some use for the company.

Questionnaires

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Dear Respondent,

I Nitesh D P student of MBA IV semester from BIET-MBA Programme, Davangere.


As a part of our academic curriculum, I am under taking Major Concurrent Project on
“How to increase consumer walk-in, in Big-Bazaar Banashankari , Bangalore ”. I
kindly request you to co-operate in my research work by responding to the
questionnaire provided to you. The information provided to you will be strictly
utilized for academic purpose only.

Name ……………………………….

Date of birth………………………... Gender: M ( ) F ( )


Address …………………... ………. Contact No:…………………
……………………………………….

Income level
Below 10,000[ ] 10,001-20,000[ ] 20,001-30,000[ ] 30,001-
above [ ]

If other, please specify………………

1) Do you Shop at Big Bazaar Banashankari Super Centre?


Yes ( ) No ( ),
If no, a) If don’t shop in Big Bazaar then which Outlet you go for shopping,
Subhiksha ( ) Reliance fresh ( )
More ( ) Food world ( )
Mega Mart ( ) Spar ( )
Loot Mart ( ) Others ……………………
If yes,
2) How often do you shop in Big bazaar Banashankari Super Centre?
Daily [ ] Weekly [ ] Monthly [ ] Occasionally [ ]

3) You come to Big bazaar Banashankari Super Centre, because


Wide range of product [ ] Offers [ ] Price [ ]
Quality [ ] Location [ ] Service [ ]

4) According to you, compare to other retail outlets discounts and offers at BB is,
Very good [ ] Good [ ] Average [ ] Bad [ ]
Very bad [ ]

5) Do you feel that your waiting time at cash counter was?

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Less than expected [ ] Reasonable [ ] Too long [ ]

6) Please indicate your opinions about each of the following statements.


Agree Disagree Can’t say
Store is conveniently located.
Store hours are convenient for my shopping
needs.
Store atmosphere and decor are appealing.
Store has the lowest prices in the area.
Merchandise displays are attractive.

7) How would you rate Big Bazaar Banashankari store performance in the
following areas?
Exceeded
Did not
my Met my
meet my
expectatio expectation
expectation
n
Employee cared about and understood my needs and
concerns.
Service delivery was timely and responsive.
Employee was able to assist me or direct me to
appropriate source.
Employee was courteous and friendly.
Employee was qualified, knowledgeable and well-
informed.
Customer service representative was knowledgeable
& courteous
Policies and processes were easy to follow and/or
clearly explained.
Accessibility (facility, staff, hours of operation).

8) Based upon your most recent service, how would you rate your overall
satisfaction with BB?
Excellent [ ] Good [ ] Average [ ] Fair [ ]Poor [ ]
9) How likely are you to recommend shop at this centre to your friend?

BIET-MBA PROGRAMME, Davangere - 64 -


Definitely will recommend ( )
Probably will recommend ( )
Might or might not recommend ( )
Probably will not recommend ( )
Definitely will not recommend ( )

10) Do you know about Big Day (Sabse Sasta 3 Din Offer), which will happen on
24th, 25th and 26th at Big Bazaar, BSK?

Yes ( ) No ( )

Any Suggestion:
…………………………………………………………………………………………
…...
…………………………………………………………………………………………
…………………………………………………………………………………………
……………………………………………………

I am grateful for your valuable time.

Thank you
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BIBILIOGRAPHY

BIET-MBA PROGRAMME, Davangere - 65 -


• Company Brochures

• Marketing Management

- By, Philip kotler .

• Marketing research

• By, D.D. Sharma & G.C.Beri.

Webliography:

• www.pantaloon.com
• www.google.com

BIET-MBA PROGRAMME, Davangere - 66 -