CHAPTER 1 INDUSTRY PROFILE INTRODUCTION The word "Retail" originates from a French-Italian word.

Retailer-someone who cuts off or sheds a small piece from something. Retailing is the set of activities that markets products or services to final consumers for their own personal or household use. It does this by organizing their availability on a relatively large scale and supplying them to customers on a relatively small scale. Retailer is a Person or Agent or Agency or Company or Organization who is instrumental in reaching the Goods or Merchandise or Services to the End INDIAN RETAIL INDUSTRY: The Q411 India Retail Report forecasts that total retail sales will grow from INR19.74trn (US$411.28bn) in 2011 to INR30.99trn (US$804.06bn) by 2015. Strong underlying economic growth, population expansion, the increasing wealth of individuals and the rapid construction of organised retail infrastructure are key factors behind the forecast growth. As well as an expanding middle and upper class consumer base, there will also be opportunities in Indias second- and third-tier cities. The greater availability of personal credit and a growing vehicle population providing improved mobility also contribute to a trend of 11.9% annual retail sales growth. Tourism is also a major contributor to the Indian retail sector. Tourist arrivals rose by 8% in 2010 to 5.40mn, from 4.99mn in 2009. Foreign exchange earnings from tourism during 2010 were US$13.24bn, up 9.55% from US$12.08bn the year before.

Indias nominal GDP is forecast at US$1.9trn in 2011. Average annual GDP growth of 7.9% is predicted by BMI through to 2015. With the population expected to increase from 1.19bn in 2011 to 1.25bn by 2015, GDP per capita is forecast to rise 86.5% by the end of the forecast period, reaching US$3,050. The growth in the overall retail market will be driven largely by the explosion in the organised retail sector. Domestic retailers such as Reliance Retail and Pantaloon Retail continue to invest heavily in increasing their store networks and improving in-store offerings, and the impact they have on growth will be boosted by the arrival of expansion-oriented multinationals.

Reliance Retail was looking to invest up to INR1.5bn (US$33mn) in new stores by March 2011, adding to its existing 1,050-store network. CEO Bijou Kurien said: Now that the recession is over, several new and stalled projects will get started. We would focus on both value retail as well as specialty, non-food retail stores. Reliance recently opened its 103rd Vision Express optical outlet in India in partnership with Grand Vision.

Mass grocery retail (MGR) sales in India are expected to undergo enormous growth over the forecast period. BMI predicts that sales through MGR outlets will increase by 126% to reach US$59.8bn by 2015.

This is a consequence of Indias dramatic, rapid shift from small independent retailers to large, modern outlets, although it must also be noted that this growth is forecast to come from a very low starting point. BMI forecasts consumer electronic sales at US$29.44bn in 2011, with over-the-counter (OTC) pharmaceutical sales at US$3.10bn. The former sub-sector is expected to show growth of 78.5% between 2011 and 2015,

reaching US$52.55bn, with projected double-digit growth of key products such as notebooks, mobile handsets and TVs. OTC pharmaceuticals, meanwhile, should increase by 88.1% throughout the forecast period, to reach US$5.84bn.

Automotive sales are forecast to increase from 4.07mn units in 2011 to 5.89mn units by 2015, an increase of 44.4%, with the premium segment in particular benefiting from higher levels of personal wealth. Domestic vehicle sales surged by a phenomenal 45.9% year-on-year (y-o-y) in October 2010, driven by a 22.0% increase in commercial credit (the fastest pace since 2008).

Retail sales for the BMI universe of Asian countries in 2011 are a forecast US$3.13trn. China and India are predicted to account for nearly 91% of regional retail sales in 2011, and by 2015 their share of the regional market is expected to be more than 92%. Growth in regional retail sales for 2011-2015 is forecast by BMI at 71.6%, an annual average 14.4%. India should experience the most rapid rate of growth, followed by China. Indias forecast market share of 13.2% in 2011 is expected to increase to 15.0% by 2015.

SCENARIO OF RETAILING IN INDIA Retailing is the most active and attractive sector of last decade. While the retailing industry itself has been present since ages in our country, it is only the recent past that it has witnessed so much dynamism. The emergence of retailing in INDIA has more to do with the increased purchasing power of buyers, especially post-liberalization, increase

in product variety, and increase in economies of scale, with the aid of modern supply and distributions solution. INDIAN retailing today is at an interesting crossroads. The retail sales are at the highest point in history and new technologies are improving retail productivity. though there are many opportunities to start a new retail business, retailers are facing numerous challenges. KEY CHALLENGES: 1) LOCATION: "Right Place, Right choice. Location is the most important ingredient for any business that relies on customers, and is typically the prime consideration in a customers store choice. Locations decisions are harder to change because retailers have to either make sustainable investments to buy and develop real estate or commit to long term lease with developers. When formulating decision about where to locate, the retailer must refer to the strategic plan

2) MERCHANDISE:

The primary goal of the most retailers is to sell the right kind of merchandise and nothing is more central to the strategic thrust of the retailing firm. Merchandising consists of activities involved in acquiring particular goods and services and making them available at a place, time and quantity that enable the retailer to reach its goals. Merchandising is perhaps, the most important function for any retail organization, as it decides what finally goes on shelf of the store.

3) PRICING:

Pricing is a crucial strategic variable due to its direct relationship with a firm's goal and its interaction with other retailing elements. The importance of pricing decisions is growing because today's customers are looking for good value when they buy merchandise and services. Price is the easiest and quickest variable to change.

4) TARGET AUDIENCE: "Consumer the prime mover "Consumer Pull", however, seems to be the most important driving factor behind the sustenance of the industry. The purchasing power of the customers has increased to a great extent, with the influencing the retail industry to a great extent, a variety of other factors also seem to fuel the retailing boom

5) SCALE OF OPERATIONS:

Scale of operations includes all the supply chain activities, which are carried out in the business. It is one of the challenges that the INDIAN retailers are facing. The cost of business operations is very high in INDIA. . TRADITIONAL RETAIL SCENE IN INDIA: INDIA is the country having the most unorganized retail market. Traditionally the retail business is run by Mom & Pop having Shop in the front & house at the back. More than 99% retailers function in less than 500Sq.Ft of area. All the merchandise was purchased as per the test & vim and fancies of the proprietor also the pricing was done on ad hock basis or by seeing at the face of customer. Generally the accounts of trading & home are not maintained separately. Profits were accumulated in slow moving & non-moving stocks which were to become redundant or consumed in-house. Thus profits were vanished without their knowledge. The Manufactures were to distribute goods through C & F agents to Distributors & Wholesalers. Retailers happen to source the merchandise from Wholesalers & reach to end-users. The merchandise price used to get inflated to a great extent till it reaches from Manufacturer to End-user. Selling prices were largely not controlled by Manufacturers. Branding was not an issue for majority of customers. More than 99% customers are price sensitive & not quality or Brand Sensitive at the same time they are Brand conscious also. Weekly Bazaar in many small tows was held & almost all the commodities were on the scene including livestock. Bargaining was the unwritten law of market. Educational qualification level of these retailers was always low. Hence market was controlled by handful of distributors &/or Wholesalers. Virtually there was only one format of retailing & that was mass retail. Retailer to consumer ratio was very low, for all the categories without

exception. Varity in terms of quality, Styles were on regional basis, community based & truly very low range was available at any given single place. Almost all the purchases / (buying) by mass population was need oriented & next turn may be on festivals, Marriages, Birthdays & some specific occasions. Impulsive buying or consumption is restricted to food or vegetables etc. Having extra pair of trousers or Shirts or Casuals & Formals & leisure wear & sports wear & different pair of shoes for occasions is till date is a luxury for majority population except for those Perception living in Metros. Purchasing power of INDAN urban consumer is very low and that of Branded merchandise in categories like Apparels, Cosmetics, Shoes, Watches, Beverages, Food, Jewellery, are slowly seeping into the lifeline of INDIN City folks. However electronic & electrical home appliances do hold appropriate image into the minds of consumers. Brand name does matter in these white goods categories. In the coming times also majority of organized retailers will find it difficult to keep balance with rest of the unbranded retail market which is very huge. Retailing consists of those business activities involved in the sale of goods and services to consumers for their personal, family, or household use. Retailing comprises of four elements customer orientation, coordinated effort, value-driven, and goal orientation Drivers of change in retailing: Changing demographics and industry structure Expanding Computer technology Emphasis on lower cost and prices Emphasis on convenience and service

 Focus on productivity Added experimentation INDIA emerging as most attractive retail market According to AT Kearneys report Emerging Market Priorities for Global Retailers, The 2006 Global Retail Development Index TM, INDIA ranks as the most attractive emerging market as a retail destination. INDIAs retail market has grown by 10% on an average in the past five years. The report attributes the changing retail landscape in the country to the increasing mobility among the middle and upper classes and increasing urbanization Essentials of Retailing Customer orientation- The retailer makes a careful study of the needs of the customer and attempts to satisfy those needs. Perception Goal orientation The retailer has clear cut goal and devises strategies to achieve those goals. Value driven approach- the retailer offers good value to the consumer with merchandise having the price and quality appropriate for the target market. Co-ordinated efforts- Every activity of the firm is aligned to the goal and is designed to maximize its efficiency and deliver value to the consumer. Organized Retail is evolving with changing customer aspirations organized retailing in most economies has typically passed through four distinct phases in its evolution cycle. In the first phase, new entrants create awareness of modern formats and rise consumer expectations. In the second phase consumers demand modern formats as the markets develop thereby leading to strong growth. As with the life cycle in any industry, the high rate of growth would lead to a stage where the market would reach maturity and all the players would strengthen their positions. This will be followed by the final phase where the market would reach saturation, the growth would be limited and for

sustainable growth, retailers would explore new markets as well as evaluate inorganic opportunities. .

CHAPTER 2 Review of literature: The Meaning of Perception Perceptions vary from person to person. Different people perceive different things about the same situation. But more than that, we assign different meanings to what we perceive. And the meanings might change for a certain person. One might change one's perspective or simply make things mean something else. This is a famous picture. Some people see a young lady looking away. Others see an old lady looking down. Depending on how you look at it, part of the picture might be the young woman's nose and eyelash, or it might be a wart on the old woman's nose. What is the young woman's ear might be the old woman's eye. What is the young woman's necklace might be the old woman's mouth. The picture hasn't really changed. You just emphasize different parts of it and assign them different meaning. Look at these two arrows. Which horizontal line is the longest? They are exactly the same size. However the top one looks longer than the bottom one. It is on optical illusion tricking us into assigning a

different meaning to what we see. We fill in a lot of blanks with our minds. If we have incomplete perceptions, which we practically always do to a certain extent, our minds fill in the rest. Are those letters? Or are they just lines and blotches on the paper? How do you know? Do you see a vase or do you see two faces looking at each other? The meaning of something will change when you look at it differently. You can look at anything differently and it will have a different meaning. There is no fixed meaning to anything. You can always change perspectives and change meanings. Why not change them to what you prefer them to be? The Presuppositions of Transformational Processing Transformational Processing is based on certain major presuppositions. This is the foundation that makes processing possible at all. There is no reason to regard these statements as ultimately true. They are simply beliefs that we choose to adhere to. We are not going to attempt to prove them. Their usefulness will be clearly demonstrated to you as you get results with processing. The reason I call these statements presuppositions is that we suppose that they are true before we proceed. Calling them presuppositions rather than axioms or truths affords us a certain honest self-reflection. When later on these rules will be proven to you, you must realize that this is because we started out with them as basis, so they will most naturally be proven when used. We will elaborate more on the framework transformational processing is based on later. It can be explained and structured in more precise detail. At this point it is sufficient that you understand the major ideas. Truth is relative There is no absolute truth. The value of any datum is relative to the person using it, the context it is being used in, and the desired outcome. The "better" truths are the ones that align things in a more useful for the person using them. In process facilitator training we attempt to supply you with the truths that would be most useful

for you in helping people. In transformational processing you attempt to leave people with more useful truths than you found them with. Truth is simple more basic, more wide-spanning, or more useful truths are usually more simple. Complexity indicates that one has moved away from basic truths. We will assume that in any complex situation there will be simple truths to find if one digs a little deeper. This process facilitator training will eventually make things very simple for you. One of your jobs as a process facilitator is to make life more simple for your clients. A belief will prove what it assumes Any basic belief that a person holds will prove itself. If you believe people are good, you will find good people. If you believe people are bad, you will find bad people. Therefore there is no absolute truth value that can be assigned to a belief, because they can all be proven. The only real measure of a belief is how useful it is to you. As a process facilitator you would want to choose beliefs that give the best results with your clients. And you would like to help your clients have beliefs that serve them best.

RESEARCH DESIGN: Statement of the problem: Identification of information needed to solve the problem. Selection or development of instruments for gathering the information. Identification of target population and determination of sampling procedure. Design of procedure for information collection. Collection of information. Analysis of information. Generalizations and/or predictions.

OBJECTIVES:

To know the consumer perception towards the apparel brands of Big Bazaar. To measure the awareness about Big Bazaar Private label apparels. To study the purchasing pattern of Big Bazaar consumers. To study the determinants of purchase decision making. To know the customers satisfaction levels regarding Big Bazaar apparels. To measure the expectations of customers about Big Bazaar apparels.

SCOPE OF THE STUDY: The research was conducted relating to apparels among customers in Big Bazaar, Chikkadpally Branch, and Hyderabad. The research was restricted to only one branch. The research is aimed at understanding the following aspects related to consumer perception towards the apparel brands of Big Bazaar and the extent to which they have awareness relating to that. Impression of branding Brand awareness Factors influencing the purchase decisions Satisfaction level of customers Expectations of customers

Research Methodology SAMPLING METHOD: A sample is considered during a research when the size of the population is very large. A set is chosen to represent the whole population; this set is called a sample. A sample is a representative of the population under study. Similarly a sample was chosen for the research and was chosen by a simple random sampling. SAMPLING FRAME: The sampling frame represents the group of Big Bazaar customers who were contacted during the survey. SAMPLING SIZE: The total sample size for the data collection for the research purpose was respondents. DATA COLLECTION METHODS: The sources of data collection were: 1] PRIMARY DATA: The primary data is the first hand information collected during the research. These are the original observations collected from the targeted segment of different methods. The primary data is collected through structured questionnaires and direct interview with customers and with organization people. 2] SECONDARY DATA: The secondary data is collected through the materials given by the organization; books; retail journals and magazines and internet.

TOOLS FOR DATA COLLECTION: Structured Questionnaires were the tools for data collection for the research purpose. The Questionnaire was neatly designed and constructed for the purpose in line with the objectives of the study.

Methodology Type of Research: Descriptive method has been used in this research for the collection of data .As the research is related to the study of impact of advertising, which can more effectively be studied through direct question, experimental research will not be much effective. Also, considering the constraint, descriptive research is the most suitable design for this research. Qualitative research: Qualitative research allows you to explore perceptions, attitudes and motivations and to understand how they are formed. It provides depth of information which can be used in its own right or to determine what attributes will subsequently be measured in quantitative studies. Verbatim quotes are used in reports to illustrate points and this brings the subject to life for the reader. However, it relies heavily on the skills of the moderator, is inevitably subjective and samples are small. Techniques include group

discussions/workshop sessions, paired interviews, individual in-depth interviews and mystery shopping (where the researcher plays the role of a potential student, etc in order to replicate the overall experience).

Quantitative research: Quantitative research is descriptive and provides hard data on the numbers of people exhibiting certain behaviours, attitudes, etc. It provides information in breadth and allows you to sample large numbers of the population.

Descriptive research: Descriptive research is used to obtain information concerning the current status of the phenomena to describe "what exists" with respect to variables or conditions in a situation. The methods involved range from the survey which describes the status quo, the correlation study which investigates the relationship between variables, to developmental studies which seek to determine changes over time. Source of Data: Data which is collected for the first time is called primary data. In the study primary data includes the data which is collected from the customer directly with interaction. The study includes data got with personal interaction. Primary and Secondary Data; The appraiser or market analyst must know what they are and what affects them. All data used in appraisals and market studies should be current, relevant, reliable, accurate, and

conceptually correct. This article presents a discussion of each of these terms and their significance in the context of the data and in the analysis. The article then discusses the nature of potential errors that can affect primary and secondary data. Several categories of errors can exist. The analyst needs to be able to recognize the error, understand its significance and evaluate the applicability of that data in the analysis. Secondary data-Information from secondary sources, i.e., not directly compiled by the analyst; may include published or unpublished work based on research that relies on primary sources of any material other than primary sources used to prepare a written work. Secondary data has been gathered by others for their own purposes, but the data could be useful in the analysis of a wide range of real property. In general, secondary data exists in published sources. Primary and secondary data are used in appraisals, highest and best use studies, market analysis sections of appraisals, and full-scale market studies... A detailed discussion of this relationship appears later in this paper. Methods for Obtaining Primary Data: The analyst can obtain primary data through the process of explicit questioning of people. Observation as a data gathering technique focuses attention on an observable fact or inanimate entity such as a building or on an observable action or behaviour by an animate entity such as a homeowner or shopper. Observation of an inanimate object is the easier of the two activities, but it is not free from error or misinterpretation. Sampling is a process of learning about the population on the basis of which sample is drawn. A sample is a subset of a population unit.

Sample Design: Sampling is a practice a researcher uses to draw data on people, places, or things to study. Sampling allows statisticians to draw conclusions about a whole by examining a part. It enables us to estimates characteristics of a population by openly observing a portion of the entire population. The whole that the researcher wants to know something about is the population is called a sample.

Sampling Technique: The sampling technique used in the study includes both simple random sampling as well as judgment sampling. Respondent Size: 100 Tool for data collection: Structured questionnaire Geographical area: Hyderabad Data collection instrument the primary data collection instrument for the survey is self administrated and structured questionnaire which consists of preference and scaling questions. This method of data collection is quite popular, particularly in case of big enquires. The questionnaire consists of close-ended and open ended questionnaire. The analysis of the research was carried out with the help of various tables, charts, graphs, etc. to interpret the data collected. For the purpose of data analysis, data analysis tools such as pie charts, table, bar graph was made use of whenever needed. The statistical tools used are:

STATISTICAL TOOLS AND TECHNIQUE: Percentage Analysis:

Percentage refers to a special kind of ratio used in making comparison between two or more series of data. Percentage is used to describe relationships and can also be used to compare the relative terms as well as the distribution of two or more series of data.

Percentage of respondents = No. Of respondents/ Total no. of respondents*100

Chi -Square Test:

In a situation when it is not possible to make any assumption about the distribution of the population from which samples are drawn, non-parametric tests are used. ChiSquare ( ) test is a non- parametric test.

test is a statistical test, which tests the significance of difference between observed frequencies and the corresponding expected frequencies of a distribution, without any assumption about the distribution of the population

CHI- SQUARE TEST FORMULA:

= (O-E) / E

LIMITATIONS OF THE STUDY:

 Time constrain has prohibited from going deep into the subject. The information obtained or the collection of data is limited The study is purely academic The inexperience makes analysis less precise when compared to professional analysis. Due to time constraints study is restricted to Hyderabad only. Only the customers of big bazaar were considered as respondents.

CHAPTER 3 COMPANY PROFLE Future Group is Indias leading business group that caters to the entire Indian consumption space. Led by Mr. Kishore Biyani, Rajah of Retail the Future Group operates through six verticals: Retail, Capital, Brands, Space, Media and Logistics. Apart from Pantaloon Retail, the groups presence in the retail space is complemented by group companies, Indus League Clothing, which owns leading apparel brands like Indigo Nation, Cullers and Urban Yoga, and Galaxy Entertainment Limited that operates Bowling Co, Sports Bar, The groups joint venture partners include French retailer ETAM group, US- based stationary products retailer, Staples and UK-based Lee

Cooper. Group Company, Planet Retail, owns and operates the franchisee of international brands like Marks & Spencer, Next, Debenhams and Guess in India. The groups Indian joint venture partners include, Manipal Healthcare, Talwalkars, Blue Foods and Liberty Shoes. Future Capital Holdings, the groups financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels. The group has launched a consumer credit and financial supermarket format, Future Money and soon plans to offer insurance products through a joint venture with Italian insurance major, Generali. The group is currently developing over 50 malls and consumption centers across the country and has formed a joint venture company focusing on mall management with Singapore-based Capital and, one of Asias largest property companies. Future Group Manifesto 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 consumption is development. Thereby, we will effect socioeconomic 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. Rewrite Rules. Retain Values. PANTALOON RETAIL (INDIA) LIMITED In the year 1989, Kishore Biyani established Menz Wear Pvt.Ltd first jeans outlet by the company. On September 25, 1992, the name Menz wear pvt.Ltd was changed to Pantaloons Fashions India Ltd [PFIL].In the year 1993 PFIL launched its first formal shirt brand John 8000 Sq.ft was opened at Gariahat in kolkatta. And the name PFIL was changed to PRIL [Pantaloon Retail India Limited]. Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer marker. Headquartered in Mumbai (Bombay), the company operates over 16 million square feet of retail space, has over 214 stores across 90 cities in India and employees over 36,000 people. The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, . A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection, selling home furniture products and EZone 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. PRIL

is tied up with Arvind mills a leading manufacturer of fabric & apparel in India. PRIL brands are John Miller, Annabelli, AFL, Indigo Nation, Provogue, Jockey, Ajile, Wranglers, and Menz Chillers and so on.

BIG BAZAAR: Big Bazaar- Isse Sasta aur accha kahin nahin On October 12, 2001, the company launched its Big Bazaar with 30,000 Sq.ft. in Kolkatta as its offering in the value retailing segment. By removing inefficiencies from the distribution chain we are able to unleash attractive savings which are passed on to the consumer. Big Bazaar is Indias first hypermarket in the discount store format. Big Bazaar provides more than 2,00,000 items- food, grocery, utensils, kitchen needs, home needs, bath needs, toys, stationery, electronics and white goods which are sold. .Perception discount to the maximum retail price. Price is the principal value proposition at these stores. A big driver at Big Bazaar is the product variety. This is achieved by selling a wide range of products and through the Shop-in-Shop format. As a result, a typical Big Bazaar comprises shops that stock medicines, optical accessories, camera rolls, bakery products, dry fruits, crockery, glassware, health and

beauty products, ladies accessories, electronics, infant necessities, watches, clocks, computer accessories, food and beverages, stationery, readymade garments, household appliances, home furnishings, luggage. We believe this is a win- win situation as the customer is assured of product availability, the shop owner can benefit of the infrastructure and we enjoy assured income without needing to stock inventory. Also the Shop-in-Shop offering is able to increase the customer traffic into the stores. The Big Bazaar has been positioned to the customer as a place where the customer can shop for each and everything for which it goes to a market. Mr. Kishore Biyani made a observation that some retail shops had a restrictive atmosphere and kept out the common folk. So he launched the hypermarket, Big Bazaar by welcoming one and all with a smile. This has made common people throng Big Bazaar with hope and expectations of getting a fair and attractive deal. No one will deny that this strategy is a very unique strategy and very Indian in its approach-the whole country became a Big Bazaar for Biyani The Big Bazaar has emerged as a classless destination where everyone from the society comes together without any fear or inhibition .NEW TAG LINE OF BIG BAZAAR IN 2011: NAYE INDIA KA BAZAAR- has proved as great crowd puller. The tagline promises that it would offer good quality products at the cheapest price in the town. This one liner message in the local language also proved to be very effective to pull the crowds and for advertisers it is something revealingly potent.

FUNCTIONAL DEPARTMENT: Board of Directors Managing Director Head Risk Retail Head Management Business Projects Operations Head Chief-Finance Head Human Head

Store manager Asst store manager Dept manager Sales manager Asst dept, manager Cashier Team leader Service dept merchandising Team member Human Asst Deputy manager Marketing resource manager Administration Maintenance and House keeping.

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. 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.

Group Vision:
Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in the most profitable manner. CORE VALUES: Leadership: to be a leader, both in thought and business. Respect & Humility: to respect every individual and be humble in our conduct.

 action.

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

Adaptability: to be flexible and adaptable, to meet challenges. Flow: to respect and understand the universal laws of nature.

Pantaloons trouser, Indias 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. 1995-John Miller Formal shirt brand launched 1997-Pantaloons Indias family store launched in Kolkata. 2001-Big Bazaar, Is se sasta aur accha kahi nahin - Indias first hypermarket chain launched. 2002-Food Bazaar, the supermarket chain is launched 2004-Central Shop, Eat, Celebrate In The Heart Of Our City Indias first seamless mall is launched in Hyderabad. 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 companys financial arm launches real estate funds. 2007-The 50th BIG BAZAAR STORE, Multiple retail formats including Collection 2008-BIG BAZAAR becomes the fastest growing hypermarket format in the world with the launch of its 101st store within 7year of launch,2009-BIG BAZAAR announced the launch of The great exchange offer, 2010-BIG BAZAAR connects over 30,000

small and medium Indian manufactures and entrepreneurs with around 200 million customers visiting its stores,2011 BIG BAZAAR has come up a new logo Naye India ka bazaar, Furniture Bazaar, Shoe Factory, E -Zone, Depot and futurebazaar.com are launched across the nation. .

COMPETITORS:
The main competitors in the Hypermarket segment for Big Bazaar are: SPAR SPENCERS HYPERMARKET [RPG GROUP] RELIANCE MARKET [RELIANCE MARKET] STAR INDIA BAZAAR [TATA GROUP] HYPERCITY [RAHEJE GROUP]

PRODUCT and SERVICE PROFILE: APPARELS: Denim & T-shirts Fabrics & cut piece Formal wear Casual wear

 Party wear Ethnic wear Accessories under garments Night wear Dress materials Sarees FOOD: Staples Ready to eat International food Spices Imported bazaar Tea & coffee FARM PRODUCTS: Fruits Vegetables Imported fruits Dairy products

CHILL STATION: Soft Drinks Packaged Juices Milk items Frozen Food Ice Creams HOME & PERSONAL CARE: Shampoos Detergents Soaps Liquid wash Creams Deodorants Home cleaners Utensils Plastics Crockery Sundries

ELECTRONICS BAZAAR: TV sets Washing machines Refrigerators Personal care products Micro waves Small appliances Laptops Computer appliances FASHION & JEWELLARY: Foot wear Bazaar Beauty care Navaras Star parivar

FURNITURES Living Room Bed Room

 Kitchen Dinning hall Kids Room Bean Bags Paintings Decorative items CHILD CARE & TOYS Kids wear Toy Bazaar Stationery Child care SWOT ANALYSIS;Strengths: High brand equity EDLP [Every Day Low Pricing] Point of Purchase promotions Strong emphasis on brand building Professional management Project management capabilities

 Good employee-employer relationship. Variety of stuffs under single roof State-of-art-infrastructure Weakness: Failing revenue/ Sq.ft Unable to meet store opening targets. General perception. Opportunities: Population of the country is growing where the scope of market is kept on increasing for the retail sector. Organized Retail, presently nearly 5% in India so it acts as a great opportunity to the organization for its growth. Evolving consumer preferences. Economy is developing as the employment opportunities are increasing and the income of the people is also increasing which increases life standards of people. Threats: Stiff Competition from foreign retail sectors. Continuous improvement in technology. Changes in government policies and regulations. Unorganized Retail sectors.

DATA ANANYSIS AND INTERPRETATION: Table-1 Table showing age respondents Age Below 20 yrs 21-30 No of respondents 10 33 percentage 10 33

31-40 41& above

27 30

27 30

The graph showing age of respondents

Analysis: As it can be observed from the above table, the portion of sample 10 % is constituted of people in the age group below 20- years, and Also a portion of sample i.e. 33 % of respondent are in the age group Between 21-30 years, 27% of the respondent are in the age group above 31-40 Years and the rest 30% of the respondent are in the age group of above 41 & above years.

Interpretation: It can be observed from the above table, the majority of respondents are in the age group of 21-30 yrs.

TABLE-2 Table showing gender of respondents No Gender Male Female of Percenta ge 44 56

respondents 44 56

The graph showing gender of respondents

Analysis: As observed from the given table and Graph the sample constitutes of 44% male respondents and 66% female respondents.

Interpretation: There is a quite a lot of difference between the number of males and females in the sample. In near future the percentage will definitely increase with the increase In the male interest.

TABLE 3 Table showing marital status Marital status Single Married No of Percenta ge 42 58

respondents 42 58

Graph showing marital status

Analysis: As given in the above table shows that 42% of single respondents,58% of married respondents,their is slight difference between single and married respondents. Interpretation: The no of married respondents are intersted to shopping at big bazaar.

TABLE 4 Table showing Occupation of respondents Occupatio n Business Employed Professional Others No of Percenta ge 13 35 12 40

respondents 13 35 12 40

Graph showing Occupation of respondents

Analysis: As seen from the above table and chart, majority of the respondent 13 Percent Business, 35percent are engaged in Employed. 12 percent are employees of various sectors like IT Professionals Charted Accountants, Lawyers, College Professor. 31 percent are others constituting Housewives & children. Interpretation: It can be seen above from table that no of respondents from employees field, the big bazaar hypermarket is good for middle level families.

TABLE 5 Table showing Annual income of respondents Annual No of Percenta ge 8 32 29 31

income respondents Less than 1 lakh 1-3 lakh 3-5 lakh 5 lakh above 8 32 29 & 31

Graph showing Annual income of respondents

Analysis: As seen from the above table 8% respondent of the annul income is less than 1 lakh,32% respondent annual income is 1-3 lakh,29% respondent of the annual income is 3-5 lakh,31% respondent annual is 5 lakh and above. Interpretation: It can be seen from above table that no of respondents shop at big bazaar whose income is between 3-5lakh which middle level families shop at big bazaar.

TABLE6 Table showing no of respondents visit to big bazaar No of Percenta ge 16

Column1 respondents Once in a 16

week Twice in a week 30 Once in 15 days Once month 14 in a 40 40 30 14

Graph showing no of respondents visit to big bazaar

Analysis: As given in the above table 16% of the respondents visit once in a week,30% of the respondents visit twice in week,14% of the repondents visit once in a 15 days,40% of the respondents visit once in a month. Intrepretation: It can be observed from above table , majority of respondents visit once in a month to big bazaar,this indicates that most of respondents are interested in shopping in malls.

TABLE 7 Table showing media influnce of respondents No Medias Hoardings News paper Brochures FM TV of percenta ge 14 26 32 10 14

respondents 14 26 32 10 14

Graph showing media influnce of respondents

Analysis: As given in the above table 14% of the respondents influence by hoardings,26% of respondents infs influence by new paper,32% of respondents influence by T V,10% of respondents influence by brochurs,14% of respondents influence by FM.

Intrepretation: From above table , it can be observed that most of respondents are influenced by the T.V.,they can improve other medias by adding an attractive factors to influence the respondents.

TABLE 8 Table showing no of respondents influence by advertising and promotion No Media Yes No TOTAL of percenta ge 70 30 100

respondents 70 30 100

Graph showing no of respondents influence by advertising and promotion

Analysis:

As given in the above graph 70% of respondents influence by advertising and promotion,30% of respondents influence by advertising and promotion. Interpretation: It can be observed from above table, majority of respondents are influenced by

advertising and promotion,here advertising and promotion are latest trends that influences most of respondents

TABLE 9 Table showing customer assistance process No Column1 Good Satisfied Average Poor of Percenta ge 40 32 20 8

respondents 40 32 20 8

Graph showing customer assistance process

Analysis: As given in the above table 40% of the respondents good satisfied with assistance process in big bazaar,20% of the respondents average satisfied with assistance process in big bazaar,8% of the respondents poor satisfied with assistance process in big bazaar. Intrepretation: From above table, it can be observed that the respondents are happy with customer assistance given by the big bazaar, they are also happy with assistance process of big bazaar.

TABLE 10 Table showing respondents about products

No Column1 Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

of Percenta ge 20 44 18 8 10

respondents 20 44 18 8 10

Graph showing respondents about products

Analysis: As given in the above table 20% of the respondents are highly satisfied with information provided by employees, 44% of the respondents are satisfied with information provided by employees,18% of the respondents are neutral satisfied with information provided by employees, 8% of the respondents are dissatisfied with information provided by employees, 10% of the respondents are highly dissatisfied with information provided by employees,

Intreptretation: It can be observed from above table , majority of respondents are satisfied with information provided by the employees of big bazaar.,which indicates the commitment of employees towards the big bazaar. TABLE 11 Table showing the no of respondents towards service offered in big bazaar No Column1 Yes No Total of Percenta ge 80 20 100

respondents 80 20 100

Graph showing the no of respondents towards service offered in big bazaar

Analsis: As given in the above table 80% of the respondens are satisfied with service offered by big bazaar, 20% of the respondens are satisfied with service offered by big bazaar,

Intrepretation From above table , most of the respondents are happy and satisfied with services offered by big bazaar .

TABLE 12 Table showing the respondents about store layout No of Percenta ge 20 56 10 6 8

Column1 respondents Strongly agree 20 Agree 56 Neither Agree Nor disagree Strongly disagree Disagree 10 6 8

Graph showing the respondents about store layout

Analysis: As given in the above graph 20% of the respondents are strongly agree with the store layout for what they need, 56% of the respondents are agree with the store layout for what they need, 10% of the respondents are niether agree nor disagree with the store layout for what they need,6 % of the respondents are disagree with the store layout for what they need, 8% of the respondents are strongly disagree with the store layout for what they need, Interpretation: It can be seen from above table that no of respondents are agree with the store layout to what they need and it helps to customer to puchase immediately. TABLE 13 Table showing the respondents satisfied with the offered in big bazaar No Column1 Highly of Percenta ge 20

respondents 20

costly Costly 40 Less costly 30 In par with others 10

40 30 10

Graph showing the respondents satisfied with the offered in big bazaar

Analysis: As given in the above table 20% of respondents are choose highly costly products, 40% of respondents are choose costly products, 30% of respondents are choose less costly products, 10% of respondents are choose in par with other products, Intrepretation: From above table, it can be observed that majority of respondents chosen the products of big bazaar which are reasonable and fair.

TABLE 14 Table showing the respondents encourage to purchase in big bazaar No Column1 Quality Price Offers Location Facilities Good brand Convenient of Percenta ge 30 20 12 8 12 4 14

respondents 30 20 12 8 12 4 14

Graph showing the respondents encourage to purchase in big bazaar

Analysis: As given in the above table 30% of the respondents purchase quality products, 20% of the respondents are price oriented, 12% of the respondents purchase offer related products, 8% of the respondents purchase products because of location,12% of the

respondents purchase products because of good facilities,4% of respondents purchase product because of good brand,14% of respondents convinient with the store. Intrepretation From above table , we can say that most of the respondents are happy and satisfied with quality products that are offered by big bazaar which make them purchase the product many times.

TABLE 15 Table showing the respondents related to selling offer provided by big bazaar No Column1 Discount of Percenta ge 56 16 20 8

respondents

offer 56 Coupons 16 Free gifts 20 Pay back cards 8

Graph showing the respondents related to selling offer provided by big bazaar

Analysis: As given in the above table 56% of the respondents are satisfied with the discount offer,16 % of the respondents are satisfied with the coupans, 20% of the respondents are satisfied with the freegifts, 8% of the respondents are satisfied with the pay back cards. Intrepretation: It can be observed from above table , majority of respondents are satisfied with discount offer given by the big bazaar and it stimules continuis buying.

TABLE 16 Table showing the respondends related back ground music played inside the store

No Column1 Highly satisfied Satisfied Dissatisfied Highly dissatisfied

of Percenta ge 38 32 12 8

respondents 38 42 12 8

Graph showing the respondends related back ground music played inside the store

Analysis: As given in the above table 38% highly satisfied with the back ground music played inside the store,42% satisfied with the back ground music played inside the store,12% disatisfied with the back ground music played inside the store, table 8% highly dissatisfied with the back ground music played inside the store, Interpretation:

It can be observed from above table that no of respondets are highly satisfied with the back ground music played inside the shop and it does not make bored to purchase.

TABLE 17 Table showing the respondents shop at big bazaar No Column1 Clothing Accessories Groceries Electronics Others of percenta ge 20 16 32 12 20

respondents 20 16 32 12 20

Graph showing the respondents shop at big bazaar

Analsis:

As given in the above table 20% of the respondents shoping clothing, 16% of the respondents shoping accessories,32% of the respondents shoping groceries,12% of the respondents shoping electronics,20% of the respondents shoping others. Interpretation: It can be seen from above table that no of respondents are purchase groceries because it need for regular life, many house hold are intersted to purchase fmcg products.

TABLE 18 Table showing the respondents related to food quality No of percenta ge 18 42 24 10 6

Column1 respondents Highly satisfied 18 Satisfied 42 Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied 24 10 6

Graph showing the respondents related to food quality

As given in the above table 18% of the respondents are highly satisfied with food quality,42% of the respondents are satisfied with food quality,24% of the respondents are nithier satisfied nor dissatisfied with food quality,10% of the respondents are dissatisfied with food quality,6% of the respondents are highly dissatisfied with food quality, Interpretation: It can be seen from above table that no of respodents are highly satisfied with the food quality in big bazaar,food is only a product which need regularly.

TABLE 19 Table showing the respondents related to Wednesday bazaar No Column1 Highly satisfied satisfied of Percenta ge 42 36

respondents 42 36

Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied 16 4 2 16 4 2

Table showing the respondents related to Wednesday bazaar

Analysis: As given in the above graph 42% of respondents are highly satisfied with the Wednesday bazaar,36% of respondents are satisfied with the Wednesday bazaar, 16% of respondents are nithier satisfied nor dissatisfied with the Wednesday bazaar, 4% of respondents are dissatisfied with the Wednesday bazaar,2% of respondents are highly dissatisfied with the Wednesday bazaar, Interpretation: It can be seen from above table that no of respondents are highly satisfied with the Wednesday bazaar because Wednesday is cheaper rate compare to other day. TABLE 20

Table showing billing system of big bazaar No Column1 Yes No Total of Percenta ge 40 60 100

respondents 40 60 100

Graph showing billing system of big bazaar

Analysis: As given in the above table 60% of the respondents are satiedsfied with the billing system of big bazaar,40% of respondents are distisfied with the billing system of big bazaar. Interpretation: It can be seen from above table that no of respondents are dissatisfied with the billing system of big bazaar due to less computerised machine.

TABLE 21 Table showing the respondents related to parking facility No Column1 Yes No Total of Percenta ge 80 20 100

respondents 80 20 100

Graph showing the respondents related to parking facility

Analysis: As given in the above table 80% respondents are satisfied with parking facility,remaining 20% are dissatisfied with the parking facility.

Interpretation: It can be seen from above table that no of respondents are satisfied with the parking facility which is the main problem in cities.

TESTING OF HYPOTHESIS

Hypothesis Testing :
Question 15: Are you satisfied with the food quality in food bazaar?
Observe Expect ed 20 20 20 20 20 O-E -2 22 4 -10 -16 (OE)2 4 484 16 100 256 860

Column1 Highly satisfied satisfied neither satisfied dissatisfied Dissatisfied Highly dissatisfied

d 18 42 nor 24 10 6

Level of significance; = 5% Degree of freedom:

Df = (n-1) = 5-1 = 4

Chi Square Test Formula:

= (O-E) / E

Calculation:

= (O-E) E
= (860)2/100

=8.6 Chi- Square calculated value, cal =8.6 Chi- Square Table value, tab = 9.488 cal < tab

Conclusion: We accept Ho only if cal value is less than tab value.Since the cal is less than the tab we accept Ho and reject H1

Therefore, employees are satisfied with the food quality in food bazaar

Chapter 4

Findings and suggestions Findings:

BIG BAZAAR provides better shopping experience. Products availability in big bazaar is in good quality. Most of the customers are influenced by the advertisement. Customer assistance is highly satisfied in big bazaar. In offers days the store management is good. The information provided to the customer is good. Discount offer doing well in the store. Location of the big bazaar is outstanding. Billing system is not up to the mark. The relationship between employees and management is good.

SUGGESTIONS:
The following suggestion can be given to Big bazaar,

Keep the brands like Stanza, Wrangler, and Adidas in the store. In the ladies apparels increase the new trendy clothes and branded clothes In the electronic section increase different type of product like mp3 players, Ipods, new audio released CDs, some good brands in mixer, iron box etc.

Store environment like hygienic should be increase. The restrooms, fitting rooms should be still more improved. External environment like parking area should be increase as most of customer refuse to visit to the store mainly because of parking problem.

Level parking can be installed. The billing time should be reduced. To advertise more of Wednesday bazaar The sign boards to show restrooms and trail rooms should be visible good. and customers wants more trail rooms,

CONCLUSIONS: Advantages:
Attractive sales: Big bazaar has been known for its great sale and great offers. Big bazaar has had long lines of people waiting to get into the store for the sale. Therefore, the sales that Big Bazaar has had has increased sales in a huge way due to the sales and offers, thus this has been one of the main advantages of Big Bazaar. Middle class appeal: Considering the fact that there are a lot middle class families in India, Big bazaar has had a huge impact on the middle class section of India, the prices, quality and sales strategy has helped in getting the middle income groups getting attracted towards Big Bazaar.

Advertisements: Big bazaar has endorsed very popular figure like M S Dhoni and other famous personalities which has attracted a lot of customers. This has resulted in increase of sale and the outdoor advertising techniques have also helped Big Bazaar. Location: The location of Big Bazaar has been mainly in the heart of the city or in the out skirts giving a chance to both the City and the people living outside the city to shop. Price: As noted the prices and offers in Big Bazaar have been one of the main attractions and reasons for its popularity. The price ranges and the products offered are very satisfying to the customers. Quality: Providing quality at low prices and having different types of products for different income customers is another advantage. Variety: Big Bazaar offers a wide variety of products of different prices and different qualities satisfying most of its customers.

Disadvantages:
Consumer Satisfaction: Long queues and lower quality leads to dissatisfaction of customers. Due to factors mentioned above Big Bazaar shoppers are not always satisfied, this is not a positive for the store.

Not acclaimed for very good service: Big Bazaar is not known for high class service. The staff recruited is not very well trained and the billing queues take a long time to move, this irritates customers which makes them visit the store more seldom Does not appeal to the elite: As mentioned above, the main customers are middle income and a few high income groups, The elite do not like to shop at Big Bazaar as the quality of goods is lower and they would prefer a higher price and get a better brand, this decreases sales from the elite class Lower quality of goods: As Big bazaar aims more toward the middle income group, the quality of goods is not of the highest quality, and this is sometimes a disadvantage as some would prefer better quality to the price, making customers to search for different places. Store layout: The store layout and the assortment of goods is not the best at Big Bazaar, as the quantity of goods sold is more the arrangement and assortment of goods in the store is the greatest. Hence at times customers find it hard to find what they require, this leads to dissatisfaction of customers. . We conclude that Big Bazaar has attracting more number with their product variety and they also improve the satisfaction level of the customer. To improve the store environment and product verity, good merchandising mix inside the big bazaar, to attract the customer, its helps to increase the sales, to improve the good relationship between the employee and consumer, to provide the good service to the customer and in the apparels section to increase the branded goods its also increase the sales.

ANNEXTURE: RESPECTED SIR/MADAM,

I, RAVINDRA REDDY, student of final year M.B.A of M.S.RAMAIAH COLLEGE OF ARTS, SCIENCE & COMMERCE. I am conducting a survey on CUSTOMER PERCEPTION ON BIG BAZAAR. I request you to fill this questionnaire. [ in the applicable box]

NAME:ADDRESS:1) AGE:Below 20 years 21-30 31-40

MOB:EMAIL ID:-

41 & above

2) GENDER:Male Female

3) MARITAL STATUS:Single Married

4) OCCUPATION:Business Employed Professional Others(please specify)

5) ANNUAL INCOME:Less than 1 lakh 1-3 lakh 3-5 lakh 5 lakh & above

6) How often do u visit big bazaar? a) Once in a week b) Twice in a week c) Once in a 15 days d) Once in a month

7) Which media influence you to buy from big bazaar? a) Hoardings b) News paper c) T V d) Brochures e) FM

8) Do advertisement and promotion influence your shopping decision? a) Yes b) No

9) How is the customer assistance process in big bazaar? a) Good b) Satisfied c) Average d) Poor 10) Are you satisfied with the information about products which is provided by employees? a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

11) Do you think that the service offered by big bazaar attracts you for buying? a) Yes b) No

12) The store layout is makes easy for customers to find out what they need? A) Strongly agree b) Agree c) Neither agree or nor disagree d) Strongly disagree e) Disagree

13) Do you feel the goods offered in big bazaar are costlier as compared to other

shopping? Malls a) Highly costly b) Costly c) Less costly d) In par with others

14) Which are the following features/aspects that encourage your purchase in big bazaar? a) Quality goods b) Price c) Promotional tool used d) Location e) Facilities f) Good brand g) Convenient

15) Which selling offer do you expect from big bazaar? a) Discount offer b) Coupons c) Free gifts d) Pay back cards

16) How satisfied are you with the background music played inside the store when you are shopping?

a) Highly Satisfied b) Satisfied c) Highly Dissatisfied d) Dissatisfied

17) What do you mostly shop at big bazaar? a) Clothing b) Accessories c) Groceries d) Electronics e) Others

18) Are you satisfied with the food quality in food bazaar? a) Highly satisfied b) Satisfied c) Neither satisfied nor dissatisfied d) Dissatisfied e) Highly dissatisfied

19) Are you satisfied with the Wednesday bazaar? a) Highly satisfied b) Satisfied c) Neither satisfied nor dissatisfied d) Dissatisfied e) Highly dissatisfied

20) Are you satisfied with the billing system of big bazaar? a) Yes b) No

21) Do you think that the store has good parking facility? a) Yes b) No

BIBLIOGRAPHY:
BOOKS: 1). PHILIP KOTLER, The principles of marketing, Tata Mc Grew-Hill 2). Willian.D.perreault, Jr. Basic Marketing 3). A.SIVAKUMAR Retail Marketing Excel books publication, 4). C.R.KOTHARI, Research Methodology New age international publication, Web sites: Google Search. www.pantaloon.com www.Futurebazaar.com