Project on Big Bazaar Bansankari .Bangalore

RESEARCH PROJECT REPORT ON “A Study on Buying Behavior of Customers in Big Bazaar bansankari” Submitted for partial fulfillment of award of MASTER`S DEGREE IN BUSINESS ADMINISTRATION BY DEBASHISH ROY MBA – l Year, 2nd trimesters 25th November -25th December DAYANANDA SAGAR BUSINESS SCHOOL S M Hills, kumaraswamy layout Bangalore-560078 ACKNOWLEDGEMENT I take this as an opportunity to thank with bottom of my hear all those without whom the journey of doing my project would not have been as pleasant as it has been to me.

Working on my project was a constant learning experience with all sweat and tear which was its due but not without being richly stimulating experience of life time. I am very thankful to Director, Prof. Vijay sarthi for giving me their valuable advice and guidance towards fulfillment of the project Finally I would like to convey my heartiest thanks to all my well wishers for their blessing and co-operation throughout my study. They boosted me up every day to work with a new and high spirit. Debashish Roy DECLARATION I hereby declare that this Research Project entitled, “A Study on Buying

Behavior of Customers in Big Bazaar bansankari “written and submitted by me, under the guidance of Mr. kartik, is my original work and that has not been submitted to any other University / Institute previously DEBASHISH ROY PGDM-2ND TRIMESTER CERTIFICATE This is to certify that the Research Project Report entitled, “A Study on Buying Behavior of Customers in Big Bazaar bansankari” for the award of “POST GRADUATES DIPLOMA IN MANAGEMENT from DAYANANDA SAGAR BUSINESS SCHOOL, BANGALORE, has been carried out by DEBASHISH ROY.

The Report embodies result of original work and studies carried out by the student himself and the contents of the Report do not form the basis for award of any other Degree to the candidate or to anybody else. Dr. VIJAYA SARTHI DIRECTOR Date Dept. PGDM DAYANANDA SAGAR BUSINESS SCHOOL ————————————————- CONTENTS CHAPTER-I1-8 ,, i) Introduction 2 ii) Objectives of the study 4 iii) Scope of the study 5 iv) Importance of study 6 v) Research Methodology 7-8

CHAPTER-II9-33 Theoretical perspective 10-33 , CHAPTER-III34-75 i) Data collection 35-36 ii) Data analysis and interpretations 37-75 CHAPTER-IV76-82 i) Findings of research77-78 ii) Recommendations79-80 iii) Conclusion81-82 CHAPTER-V83-90 Limitations of the study84 Bibliography LIST OF GRAPHS & CHARTS 1. Customer s monthly income38 2. Customers visit Big Bazaar40 3. Apart from Big Bazaar visit retail outlet41 4. Purpose behind visiting big bazaar42 5. Demand for other retail outlets in a mall43 6. Products mostly purchased by customers45 7.

Expenditure pattern of customers coming47 8. Time spent by customers in shopping49 9. Comparison of footfalls in weekdays and weekends51 10. Customers preference of timing to visit big bazaar53 11. List of products and purchasing products on a unplanned basis55 12. Brand preference of customers in big bazaar57 13. Comparison of brand preference on different product category59 14. Mode of payment of customers in big bazaar61 15. Comparison of factors which encourages customers to come63 16. Services of the sales personnel in Big Bazaar65 17. Customers’ mode of transport to big bazaar66 8. Parking space availability in big bazaar68 19. Customers preference towards Kirana store69 20. Comparison of Big bazaar with any Kirana store71 21. Comparison of Big bazaar with others Organized retailers73 CHAPTER – I vi) Introduction vii) Objectives of the study viii) Scope of the study ix) Importance of study Introduction As customer’s tastes and preferences are changing, the market scenario is also changing from time to time. Today’s market scenario is very different from that of the market scenario before 1990. There have been many factors responsible for the changing market scenario.

It is the changing tastes and preference of customer which has bought in a change in the market. Income level of the people has changed; life styles and social class of people have completely changed now than that of olden days. There has been a shift in the market demand in today’s world. Technology is one of the major factors which is responsible for this paradigm shift in the mark. New generation people are no more dependent on haat market and far off departmental stores. Today we can see a new era in market with the opening up of many departmental stores, hyper market, shopper’s stop, malls, branded retail outlets and specialty stores.

In today’s world shopping is not any more tiresome work rather it’s a pleasant outing phenomenon now. My study is based on a survey done on customers of a hypermarket named big bazaar. Big bazaar is a new type of market which came into existence in India since 1994. It is a type of market where various kinds of products are available under one roof. My study is on determining the customer’s buying behavior of customer’s in big bazaar and the satisfaction level of customers in big bazaar. My study will find out the current status of big bazaar and determine where it stands in the current market.

This market field survey will help in knowing the present customers tastes and preferences. It will help me in estimating the customer’s future needs , wants & demands. OBJECTIVES OF THE STUDY 1. To find out the buying behavior of the customers coming in to Big Bazaar in NCR. 2. To determine the current status of Big Bazaar. 3. To find out the customers response towards Big Bazaar. 4. To study the satisfaction level of customers in different attributes of Big Bazaar. 5. To identify main competitors of Big Bazaar. Scope of Study

The scope of this research is to identify the buying behavior of customers of Big Bazaar in bansankari area. This research is based on primary data and secondary data. Due to time constraint only limited number of persons contacted. This study only focuses on urban buying behavior of customers because the research conducted in bansankari area. The study does not say anything about rural buying behavior of customer because rural norms/status/attitude & acceptance of the rural customers differs with urban customers. The scope of research is limited for bansankari area.

It provides help to further the research for organized retail sector in bansankari area. It aim to understand the skill of the company in the area like technological advancement, competition in management. Importance of Study The study shows customers buying pattern with Big Bazaar in bansankari area. Its provide guideline for further research in bansankari area for organized retail. Research says about customer buying behavior towards Big Bazaar in bansankari area. The study rate of customer satisfaction level with Big Bazaar for bansankari area.

The research is also important to identify Market size, growth and Market Potential of Big Bazaar in bansankari area. The research shows future Scenario of Big Bazaar in current perspective. The study shows Opportunities and challenges for Big Bazaar respect of internal & external environment. Research say about main competitors in the field of organized retail sectors. The study provide guideline to further extension of Big Bazaar in bansankari area . The study provide help to know the customers satisfaction with Big Bazaar stores. Research Methodology Technology, customers tastes and preferences play a vital role in today’s generation.

Research Methodology is a set of various methods to be followed to find out various information’s regarding market strata of different products. Research Methodology is required in every industry for acquiring knowledge of their products. Area of study: The study is exclusively done in the area of marketing. It is a process requiring care, sophistication, experience, business judgment, and imagination for which there can be no mechanical substitutes. Research Design – Exploratory Research. Sampling Design: Non Probability sampling- Convenience sampling Data Collection : –

Data is collected from various customers through personal interaction. Specific questionnaire is prepared for collecting data. Data is collected with mere interaction and formal discussion with different respondents. Some other relevant information collected through secondary data Tools of Analysis : – The market survey about the techniques of marketing and nature of expenditure is carried out by personally interacting with the potential customers in Big Bazaar. CHAPTER-II Theoretical Perspective Theoretical Perspective Retailing The Indian consumer could well be crowned King with all economic indicators in the right place.

Queuing up for the coronation ceremony are a multitude of global companies that are looking at India as the next consumer market powerhouse. And it seems to be the retail sector that will give the desi consumer royal status. In this study I will try to find out the present scenario of retail market in India. This project will give focus on the global scene to retail industry and what will drive the growth of industry in the future. Retailing is the final step in the distribution of merchandise, the last link in supply chain – connecting the bulk procedures of commodities to the final consumers. Retailing in India is thoroughly unorganized.

There is no supply chain management perspective. According to a survey by AT Kearney, an overwhelming proportion of the Rs. 400,000 crore retail markets are UNORGANISED. In fact, only a Rs. 20,000 crore segment of the market is organized. From a size of only Rs. 20, 000 crores, the ORGANISED retail industry will grow to Rs. 180,000 crores by 2005. The TOTAL retail market, however, as indicated above will grow 20 per cent annually from Rs. 400,000 crore in 2000 to Rs. 900,000 crores by 2009 A study by McKinsey points out that India’s market for consumer goods can reach a w $450 billion by 2011 – making it one of the five largest in the world.

Further, KPMG in a recent report titled `Consumer Markets in India – the next big thing? ‘ has said: “India represents an economic opportunity on a massive scale, both as a global base and a domestic market. ” The report, however, finds that the next leap in the growth of the consumer market will be spearheaded by the changing dynamics of the retail sector. “Companies expect that the next cycle of change in Indian consumer markets will be the arrival of foreign players in consumer retailing. Although FDI remains highly restricted in retailing, most companies believe that will not be for long,” says Deepankar Sanwalka,

Executive Director and Head – Consumer Markets, KPMG India. FDI in retail has once again begun to appear imminent following Prime Minister Manmohan Singh’s recent interview to McKinsey, in which he expressed confidence that he would be able to get the Left parties on board on the matter. KPMG is in fact going ahead with its plans to conduct a series of five roadshows in the US and a few countries in Europe to hold discussions about the opportunities in India’s consumer markets, especially in retail. And the numbers do lend credence to the enthusiasm.

The Economist Intelligence Unit (EIU) country briefing on India, 2005, estimates the retail market in India will grow from $394 billion in 2005 to $608. 9 billion in 2009. In fact, KPMG finds that the organised retail sector in India is expected to grow at a higher rate than GDP growth in the next five years, driven by changing lifestyles, strong income growth and favourable demographic patterns. According to EIU, India currently has more than five million retails outlets, out of which 96 per cent are smaller than 500 sq. ft. But this scenario is changing fast.

The structure of retailing is developing rapidly with malls becoming increasingly common in large cities, and development plans being projected at 350 new shopping malls by 2012. Emerging trends in organized retailing Over the last five years, a number of large business groups such as Tata’s, RPG, Raheja’s and Piramal’s has set up stores/malls and built businesses within retail. These include the Rs1. 9bn Food World – a leading supermarket chain set up by RPG; the Raheja’s Rs1. 8bn Shopper’s Stop – a multi-brand departmental outlet and the Crossroads Mall set up by the Piramal’s.

While many of these initiatives were initially driven by the need to use existing real estate, they are beginning to assume the contours of a serious business today. Fuel retailers, notably BPCL and HPCL are also expanding their presence from fuel retail to grocery and convenience stores. Suitability of location, optimal utilization of real estate, diversifying business to reduce reliance on the commodity nature of fuel retail business and improve margins are the key factors that has lead fuel majors to enter into the retailing. Also, existing family owned businesses are expanding their businesses.

The more successful of them are the Nilgiris – a Bangalore base food retailer, Viveks – a 40-year old Chennai based chain selling consumer durables and Narula’s – the food chain in North India. Interestingly, manufacturers are also looking for forward integration and are building chains around brands. Brands in apparel, footwear and durables have driven the growth of specialty chains and upgraded existing multi-brand outlet. Theme for a mall Although the retail sector in India highly fragmented and consists predominantly of small, independent, owner-managed shops, it happens to be the country’s second largest employer after agriculture.

The country is currently witnessing a boom in retailing, thanks mainly on account of an increase in the disposable incomes of middle and upper-middle class households. More and more corporate houses, including large real estate companies, are now entering the retail business directly or indirectly. One sign of the modernization of Indian retailing is the rapid growth in the number of speciality malls and theme malls. The Piramals, Tatas, Rahejas, ITC, S. Kumar’s, RPG Enterprises, Aerens, Omaxe and mega retailers like Crosswords, Shopper’s Stop and Pantaloon have taken the lead in organizedretailing.

Emergence of specialty retailing Though organised retailing is still at a nascent stage – accounting for only around two per cent of the $180 billion retail market in India – it is likely to touch 10 per cent by the end of this decade. Four product categories have led the organised retailing wave: foods, apparel, lifestyle products, consumer durables and electronics. In recent times, several theme malls such as Gold Souk (jewellery malls), Wedding Mall, Electronic Mall, Auto Mall, etc catering to specific needs and occasions have been completed or announced.

Many top developers are now toying with the idea of developing speciality malls. Speciality malls are already a success in the West, whereas the concept is in its infancy in India. One could venture so far as to say speciality and theme based retailing will drive the growth of organized retailing in India. ORGAINSED RETAILING Organised retailing got a leg up during 2004 with the opening of new format stores, rapid growth of existing players, start-up of new-generation shopping malls, the Government’s intention of allowing a certain level of foreign direct investment in retail and the formation of a retailers’ association.

With consumer sentiment positive during most of 2004, it led to substantial spending across a number of categories such as consumer durables, clothing and lifestyle, automobiles and telecom products. At the beginning of this decade, organised retailing accounted for a mere $2. 9 billion in India. This is only 1. 25 per cent of the estimated total retail market. This share has already grown to 2 per cent. Growth projections for retail business vary widely. Some studies estimate that by 2007, the share of organised retail in the retail pie will jump three times to reach 5-6 per cent.

Retail in India largest industry accounting for over 10% of the country GDP and around 8% of the employment. Retail industry in India is at the cross road. It has emerged as one of the most dynamic and fast paced industries with several player entering the market. The future is promising the market is growing government policies are becoming more favorable and emerging technology and facilitating operations. Some key facts retail in India largest industry accounting for over 10% of the country GDP and around 8% of the employment. The market size of Indian retail industry is about US $ 312 billion. Indian consumption cosmos

During past decades private final consumption expenditure has been the key driver economic growth in India. The headquartered in Mumbai the company operates over 12 million square feet of retail space as over one thousand stores across 71 cities in India and employees over 35,000 people. The companies leading formats include Pantaloons a chain of fashion outlet, Big bazaar, uniquely Indian hypermarket chain, food Bazaar a supermarket chain blends he look, touch and feel of Indian Bazaars with aspects of modern retail like choice convenience and quality and control a chain of seamless destination malls.

FUTURE GROUP Future group, led its founder ; group CEO Mr. Kishore Biyani is one of India leading business house with multiple business spanning across the consumption space. While retail firm the core business activity of future group, group subsidiaries are present in consumer finance, capital, insurance, brand development ; entertainment. The first set of Big bazaar store open in 2001 in Kolkata, Hyderabad and Bangalore. A layout chart of Big bazaar located at bansankari LAYOUT INDEX 1. FOOD BAZAAR 2. CROKERY ; UTENSILS 3. SOAPS AND DARTERGENT 4. PERFUMES ; COSMETIC 5. MEDECINES 6.

DRY FRUITS 7. PILLARS USED FOR DISPLAYING INFORMATION (SIZE CHART, SECTION DESCRIPTION) 8. KIDS CASUAL WEAR 9. KIDS WINTER WEAR 10. KIDS JEANS AND SHORTS 11. INFANT SHIRTS AND T-SHIRTS 12. ACCESSORIES-SUNGLASSES, WRIST WATCHES ETC. 13. SOFT TOYS 14. SPORTS ITEMS 15. BOOKS FOR KIDS 16. DIFFERENT VIDEO GAMES FOR KIDS 17. LADIES SAREE 18. LADIES WESTERN 19. LADIES ETHINIC 20. LADIES ACCESSORIES – LINGERIES 21. GOLD BAZAAR 22. MENS FORMAL 23. MENS WESTERN 24. MENS ETHINIC 25. MENS INNERWEAR 26. FOOT WEAR 27. CASH COUNTER 28. LADIES ACCESSORIES 29. HOME BAZZAAR 30. BATHROOM FITTINGS 31. ELECTRONIC BAZZAAR 32.

HARDWARES 33. MUSIC STORES 34. FOOD COURT 35. FUN ZONE FOR KIDS DESCRIPTION HELP DESK – As you can see from the layout, the Help Desk is located in the first floor. A person can get all information about the stores of big bazaar from the person sitting in the help desk. Help Desk uses paging service as a tool for the convenience of its employees and customers. KIDS SECTION – The kids section is located in the first floor of big bazaar. In the kid’s section kid’s accessories like diapers, trolleys, suckers, water bottles are available in one part. Kid’s jackets and baba suits are available in another part.

Kids casual wear (jeans and shorts) are placed in one part of it and infant shirts ; t-shirts are also placed in another part. In this section the pillars are used for displaying information like size chart and section description. The apparels are available at a price of Rs149 to Rs499 onwards. MENS SECTION – Next to it is the men’s section that is in the first floor . It is divided in to three parts. At one part men formal shirts (150-799) are available. In other parts men trousers, suits and blazers (999-2499), fabrics and ethnics (150-2299) are available respectively.

LADIES SECTION – Next to it is the ladies section that is in the extreme right side. The ladies section is segregated in to three parts. Ladies section starts from ladies ethnics (299-1199), ladies western wear (149-899),, ladies sarees(149-4999) ladies accessories – lingerie’s, respectively. Promotional scheme – With an add on to the above products there are various other products which are available with a promotional scheme. The various products under this scheme includes girl t-shirts, infant winter wear etc.

Non-Promotional scheme – There are various other products available without any promotional scheme which includes jeans, infant baba suits, infant t-shirts, kids night wear, kids salwar suits etc. Sports Store – Beside the kids section there is a sports store where various kinds of sport items are available. Gold bazaar- gold bazaar is located between ladies section and men’s section in the first floor. It the store where the customer can purchase gold of genuine quality. Food Bazaar – The food bazaar is in the ground floor of the building. Various kinds of food items, fruits and vegetables are available there.

Sitting arrangements are well made so that people can sit and take tea, coffee or snacks or any other food item. Food court – At the top floor there is a food court. Where the customer can relax and can have food also. Fun zone – This section is located at the top floor of the big bazaar with the food court at the one side and fun zone at one Conner. Cash Counter – The cash counter is located just near the exit 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

Gopikishan Biyani, is a commerce graduate and has more than twenty years of experience in the textile business. Mr. Rakesh Biyani, Wholetime Director Rakesh Biyani, is a commerce graduate and has been actively involved in category management; retail stores operations, IT and exports. He has been instrumental in the implementation of the various new retail formats. Mr. Ved Prakash Arya, Director Ved Prakash Arya, is an engineer by training and is a graduate of the Indian Institute of Management, Ahmedabad. Prior to joining Pantaloon Retail, he was the CEO of Globus. Mr. Shailesh Haribhakti, Independent Director

Shri Shailesh Haribhakti, is a Chartered Accountant, Cost Accountant, and a Certified Internal Auditor. He is the Deputy Managing Partner of Haribhakti ; Co. , Chartered Accountants and past president of Indian merchant Chambers. He is on the Board of several Public Limited Companies, including Indian Petrochemicals Corporation Ltd. , Ambuja Cement Eastern Ltd. etc. He is on the Board of Company since June 1, 1999. Mr. S Doreswamy, Independent Director S. Doreswamy, is a former Chairman and Managing Director of Central Bank of India and serves on the board of DSP Merrill Lynch Trustee Co and Ceat Limited Dr.

D O Koshy, Independent Director D. O. Koshy, holds a doctorate from IIT, Delhi and is the Director of National Institute of Design (NID), Ahmedabad. He has over 24 years of rich experience in the textiles and garment industry and was instrumental in the setting up of NIFT centres in Delhi, Chennai and Bangalore. He is a renowned consultant specializing in international marketing and apparel retail management. Ms. Anju Poddar, Independent Director Anju Poddar, holds a Bachelor of Engineering from University of Oklahoma and is a Director, NIFT, Hyderabad chapter.

She also serves on the board of Maharishi Commerce Ltd and Samay Books Ltd, Ms. Bala Deshpande, Independent Director Bala Deshpande, is Independent Director, Pantaloon Retail (India) Ltd. and also serves on the boards of Deccan Aviation, Nagarjuna Construction, Welspun India and Indus League Clothing Ltd, Mr. Anil Harish, Independent Director Anil Harish, is the partner of DM Harish ; Co. Associates ; Solicitors and an LLM from University of Miami. He also serves on the board of Mahindra Gesco, Unitech, IndusInd Bank and Hinduja TMT, Major Milestones * 1987 Company incorporated as Manz 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. * 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 * 2006 Future Capital Holdings, the company’s financial arm launches real estate funds Kshitij and Horizon and private equity fund In division. 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.

Group enters into joint venture agreements with ETAM Group and Generali. * 2007- future group cross $1 billion mark. * 2008- Future group holding becomes the second group company to make a successful initial public offering in the Indian capital market. * 2009- Big bazaar crosses the 100 store mark making one of the fastest ever expansion of a hyper market format anywhere in the world. 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. Future Group is present in 61 cities and 65 rural locations.

The group’s flagship company, Pantaloon Retail (India) Limited operates over 10,000,000 square feet (930,000 m2) of retail space, has over 1,000 stores and employs over 30,000 people. Some of its leading retail formats include Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and online retail format www. futurebazaar. com. Future Group companies includes, Future Capital Holdings, Future Generali India, Indus League Clothing and Galaxy Entertainment which 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.

MAJOR INDIAN RETAILERS The low-intensity entry of the diversified Mahindra Group into retail is unique because it plans to focus on lifestyle products. The Mahindra group is the fourth large Indian business group to enter the business of retail after Reliance Industries Ltd, the Aditya Birla Group, and Bharti Enterprises Ltd. The other three groups are focusing either on perishables and groceries, or a range of products, or both. RPG Retail-Formats: Music World, Books ; Beyond, Spencer’s Hyper, Spencer’s Super, Daily ; Fresh Pantaloon Retail-Formats: Big Bazaar, Food Bazaar,

Pantaloons, Central, Fashion Station, Brand Factory, Depot, aLL, E-Zone etc. The Tata Group-Formats: Westside, Star India Bazaar, Steel junction, Landmark, and Titan Industries with World of Titans showrooms, Tanishq outlets, Chroma. K Raheja Corp Group-Formats: Shoppers’ Stop, Crossword, Hyper City, In orbit Lifestyle International-Lifestyle, Home Centre, Max, Fun City and International Franchise brand stores. Pyramid Retail-Formats: Pyramid Megastore, TruMart Nilgiri’s-Formats: Nilgiri’s’ supermarket chain Subhiksha-Formats: Subhiksha supermarket pharmacy and telecom discount chain.

Trinethra- Formats: Fabmall supermarket chain and Fabcity hypermarket chain Vishal Retail Group-Formats: Vishal Mega Mart BPCL-Formats: In & Out Reliance Retail-Formats: Reliance Fresh Reliance ADAG Retail-Format: Reliance World German Metro Cash & Carry Shoprite Holdings-Formats: Shoprite Hyper LITERATURE REVIEW BY SOUMEN CHATTERJEE Unique customer perception (UCP): According to soumen, Unique Customer Perception is what is required by companies instead of Unique Selling Proposition. It is ultimately that customer look for satisfaction based on the picture of perception derived from various sources.

If these perceptions of customer can be analyzed then promotion would be easier for customer centric marketing. This has lead to the concept – “Customer Perception is the Rule and not Customer Satisfaction”. HUAWEI Satisfy customers perception is the biggest challenge: In meeting customers’ requirements and measuring customers’ satisfaction indexes, customer perception should be definitely a key consideration. Qualified services in the operation execution layer, technical management layer and business development layer are necessary. It is more important to understand customer expectations and make efforts to exceed their expectations.

In customer satisfaction management, the biggest challenge is customer perception management, or customer perception satisfaction. The major characteristics of service is intangible, hence the core value of services is not like a physical product but the spiritual experience and perception of customers. The final aim and ideal effect of service provisioning is to have customers perceive and enjoy the service. Such perception is both at psychological and behavior levels, and it is the contents of high quality life in the modern society.

Customers are seeking for material deliverables as well as perceptive enjoyment when purchasing a service product. Since perceptive enjoyment is a vital service objective, one of the key service management objectives shall be meeting customers’ perceptive enjoyment. ORGANIZATIONAL CHART CSD Big Bazaar: Is se sasta aur acha kahin nahin Big bazaar is the company’s foray into the world of hypermarket discount stores, the first of its kind in India. Price and the wide array of products are the USP’s in Big Bazaar. Close to two lakh products are available under one roof at prices lower by 2 to 60 per cent over the corresponding market prices.

The high quality of service, good ambience, implicit guarantees and continuous discount programmes have helped in changing the face of the Indian retailing industry. A leading foreign broking house compared the rush at Big Bazaar to that of a local suburban train. Food Bazaar – Wholesale prices Food Bazaar’s core concept is to create a blend of a typical Indian Bazaar and International supermarket atmosphere with the objective of giving the customer all the advantages of Quality, Range and Price associated with large format stores and also the comfort to See, Touch and Feel the products.

The company has recently launched an aggressive private label programme with its own brands of tea, salt, spices, pulses, jams, ketchups etc. With unbeatable prices and vast variety (there are 42 varieties of rice on sale), Food Bazaar has proved to be a hit with customers all over the country. Big Bazaar Big Bazaar is a chain of shopping malls in India, owned by the Pantaloon Group and which work on Wal-Mart type economies of scale. They have had considerable success in many Indian cities and small towns. Big Bazaar provides quality items but at an affordable price.

It is a very innovative idea and this hypermarket has almost anything under one roof…. Apparel, Footwear, Toys, Household Appliances and more. The ambience and customer care adds on to the shopping experience. Is Se Sasta Aur Accha Kahin Nahin !! What’s in store for you at Big Bazaar? 1,70,000 products at 6- 60 % discount. At Big Bazaar, you will get : A wide range of products at 6 – 60 % lower than the corresponding market price, coupled with an international shopping experience. If you deal in the categories mentioned there’s a big deal of success for you. Products available in Big bazaar

Apparel and Accessories for Men, Women and Children. | Baby Accessories. Cosmetics Crockery Dress Materials Suiting ; Shirting Electrical Accessories Electronics Footwear | Toys Home Textiles Home Needs Household Appliances Household Plastics Hardware Home Decor | Luggage Linens Sarees Stationery Utensils ; Utilities | Food Bazaar’s core concept is to create a blend of a typical Indian Bazaar and International supermarket atmosphere with the objective of giving the customer all the advantages of Quality, Range and Price associated with large format stores and also the comfort to See, Touch and Feel the products. FOOD BAZAAR’ a division of Pantaloon Retail India Ltd is a chain of large supermarkets with a difference. It was flagged off in April’02. With store sizes ranging from 8,000 sq ft to 15,000 sq. ft. in Mumbai (two stores), Kolkata, Bangalore ; Hyderabad, it is opening more stores at Gurgaon (Delhi), New Bombay ; Nagpur. It currently caters to over 1. 2 million customers every day across 4 outlets in India and is soon set to expand and double this figure across 8 outlets all over the country by June2003. Food Bazaar offers the Indian consumer the best of Western and Indian values.

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 “Mandi” atmosphere created by displaying staples out in the open, all at very economical and affordable prices without any compromise on quality. This satisfies the Indian consumer and comforts her before making her final buying decision. At other super markets, the consumer is deprived of this factor. Truly the Indian consumer now agrees with Food Bazaar: “Ab Ghar Chalaana kitna Aasaan”.

Food Bazaar represents the company’s entry into food retail and is targeted across all classes of population. Food Bazaar replicates a local ‘mandi’, to provide the much important ‘touch & feel’ factor which Indian housewives are used to in the local bazaar. Food Bazaar has over 50,000 stock keeping units which cover grocery, FMCG products, milk products, juices, tea, sugar, pulses, masalas, rice wheat etc, besides fruits and vegetables. All products are sold in MRP or at discounts range between 2% to 20%. Fruits and vegetables are sold at prices comparable to wholesale prices. CHAPTER -III ii) Data collection iv) Data analysis and interpretations ————————————————- ————————————————- ————————————————- ————————————————- ————————————————- ————————————————- ————————————————- ————————————————- Data Collection ————————————————- Data can be classified under two categories depending upon the sources utilized.

These categories are, ————————————————- i) Primary data ii) Secondary data DATA COLLECTION Data is collected by using various methods. For the purpose of fulfilling the objective of study and for completing the Research project Report, both primary and secondary data collected. PRIMARY SOURCES: Questionnaire Keeping in view the objective of study a questionnaire (as given Annexure) was selected there is Twenty in all. All questions are small in size and arranged logically. The language is simple to understand. Interview

Information was also obtained by conversation with Customers . they were interviewed personally. SECONDARY DATA: The second information is taken from company document available on websites The other related journals information and industry association’s sites have also been viewed. SAMPLING DESIGN In the backdrop of objective set, a sample study conducted in Delhi& NCR. SAMPLE SIZE: 80 CONSUMERS contacted during this research work. The nature of sampling is NON PROBABITITY –CONVINANCE SAMPLING helped in keeping the path of research in focus throughout the work. Collection of the questionnaire

Sufficient time was given to the respondents to answer the questionnaire. Problem faced while collecting and filling questionnaire Some of the respondents were hesitant to answer the questionnaire. Some respondents did not want to answer the questionnaire, so they left it unanswered. Where the respondents did not find the relevant answer in his choice provided, they added they added their own choice or left it unanswered. Tabulation After all the questionnaires were collected back, the responses were tabulated. Each answer of the respondent was tabulated to its respective category. ANALYSIS I have done a market field survey on big bazaar.

I have surveyed around 80 respondents of big bazaar bansankari who come to visit big bazaar. A specific questionnaire is prepared for the customers and data is obtained from them by moving around big bazaar and personally interacting with them. The customers gave me valuable information regarding their consumption pattern in big bazaar. I collected all those information and a proper analysis is done. All the analysis and its interpretations are discussed below. Each of the analysis is done as per the information obtained from the customers and a serious interpretation has been done to best of my effort.

Customer s monthly income Higher income Group| 5%| Middle Income Group| 50%| Lower Income Group| 20%| No Income Group| 25%| INCOME GROUP 5% 50% 20% 25% Higher Income Group (> Rs. 60000) Middle Income Group (Rs. 40000-60000) Lower Income Group(Rs. 10000-40000) No Income Group (< Rs. 10000) Analysis: The above diagram shows the distribution of income level of customers coming in to big bazaar. Among the 80 respondents 50% of customers are of middle income level that is between Rs10000 – 40000 per month. Least number of customers visiting Big bazaar are the higher income level people (> Rs. 0000 pm) that constitute only 5%. The lower income level of people coming to big bazaar constitutes of 20%. 25% of people belong to no income group which mostly consists of students. Interpretation: Big bazaar is the hub of shopping for middle level income group people because of its reasonable price on its each product category. The higher level income group people don’t prefer to do shopping in big bazaar as it doesn’t deal with branded products. The higher level income group people are very status conscious and their psychology is such type that they don’t prefer much to visit big bazaar as it is a discounted store.

The lower income group people come in to big bazaar as they get goods at a discounted price. Hence big bazaar should include branded products in its product category which will encourage higher income group people to come in to big bazaar. Probably not much of lower income group people come to big bazaar as they don’t like to have any shopping experience rather they just go for nearby store where they can get their necessity goods. Even they purchase goods on a regular basis on a small quantity. So they don’t have much interest to come to big bazaar and do shopping. Customers visit Big Bazaar Weekly| 29%|

Monthly| 34%| Quarterly| 23%| On unplanned basis| 14%| Interpretation: From this I interpret that in big bazaar 34% customers visit monthly, 29% customer visit weekly 23% customers visit quarterly and 14% customers visit on planned basis , it means mostly customers visit weekly and monthly basis for purchase their requirements. Apart from Big Bazaar visit retail outlet Yes| 64%| No | 36%| | | | | Interpretation: From this I interpret that 64% customers of big bazaar visit other retail stores for their requirements and 36% customers of big bazaar generally do not visit other retail stores. It shows that customers atisfaction level is more in big bazaar. Purpose behind visiting big bazaar Shopping| 60%| Outing| 10%| Both| 30%| Analysis: Out of the 80 respondents 60% of respondents visit big bazaar for shopping, 10% for outing and 30% visit big bazaar for both the purposes. Interpretation: From this I interpret that big bazaar is purely a shopping complex but it also facilitates a certain kind of ambience and decorum to the people that they also visit it for the purpose of outing. The infrastructure and ambience of big bazaar is so that people even like to go there even also they don’t have to purchase anything.

People enjoy doing shopping in big bazaar. This is very nice for it as often customers. Demand for other retail outlets in a mall Garment Outlet | 65%| Footwear Outlet | 20%| Food Court | 30%| Entertainment | 20%| Gift Corner | 10%| Jewelers and Watches Store | 10%| Analysis: The above graph shows that 65% of people visit garment outlet in a mall other than that of big bazaar. 30% of people also prefer to visit food court in a mall other than big bazaar. 20% of the people go to footwear outlet in a mall other than big bazaar. 20% of people also go to mall for entertainment purpose.

Some people that are 10% each also visit gift corner store and jewellery & watches store in a mall other than big bazaar. Interpretation: From this analysis I come to know that most of the people tend to visit garment outlets in a mall other than big bazaar as it has some exclusive branded outlets. People also go for footwear stores as malls have branded footwear stores in it. People go for watching movies to mall for entertainment. Yet a few people visits gift corners and jewellery stores in a mall. This is of course a threat for big bazaar that it is not able to attract customers from other retail outlets and retain them with it.

Big bazaar should definitely include more of branded products in its product category in order to bring in the customers of mall to it and retain them with it. It can include some of the exclusive branded outlets of cloths and jewellery in it in order to attract the brand choosy customers. Products mostly purchased by customers in big bazaar Clothes| 60%| Grocery | 70%| Food Item| 50%| Leather Item | 25%| Electronic Item | 15%| Gift Item| 10%| Any other Item | 10%| Analysis: This chart clearly indicates that the demand for grocery that is 70% is highest by the customers followed by clothes rated 60%.

The next highest demand is for food items that is 50%. 25% demand is for leather items in big bazaar. Electronic items holds 15% of demand and gift items and other items has a demand of only 10% by the customers of big bazaar. Interpretation: From this analysis I interpret that customers demand are high for grocery and clothes followed by food items in big bazaar. Electronic items have a little demand by the customers. Gift items and other items are not much in demand by the customers. I can interpret that clothes, grocery and food items are the major products which hold maximum number of customers.

So big bazaar should maintain its low pricing and product quality to keep hold of the customers and also it should keep more qualitative products of gift and leather items so that people would go for more purchase of these items from it. Big bazaar has many local branded products of grocery and cloths and it is successfully selling it. It should also include branded products so that more sales can take place. Expenditure pattern of customers coming in to big bazaar Below Rs. 500 /single visit| 11%| 500-1000 /single visit| 16%| 1000-1500 /single visit| 22%| 1500-2000 /single visit| 22%|

More than 2000 /single visit| 29%| Analysis: We can clearly see from this graph that majority of the customers spend a lot in big bazaar that is 29% of people spend more than Rs2000 in a single visit to big bazaar. Equal number of people that is 22% of people each spend Rs 1000-1500 and Rs 1500-2000 respectively in a visit to big bazaar. 16% of people spend Rs 500-1000 and only 11% of customers are there who spends less than Rs500 in their visit to big bazaar. Interpretation: From this I interpret that most of the customers purchase goods in bulk which leads them to spend a lot.

Volume sales are high in big bazaar. Customers tend to purchase more goods from big bazaar as it provides goods at a discounted rate. Probably those persons who spend more in a visit to big bazaar are purchasing on a monthly basis. Those customers who are spending very less money that is below Rs 500 are mostly coming in just to move around big bazaar and spend time. In the process they used to spend money on food items and also purchase some products while roaming in it. Impulse buying behavior of customers comes in to play to a large extent. More discounts shall be provided to people who does bulk purchase.

This will encourage people to purchase more products. Time spent by customers in shopping in big bazaar Less than half an hour| 10%| Half an hour to 1 hour | 15%| 1 hour to 1 1/2 hours | 35%| 1 1/2 hours to 2 hours | 22%| More than 2 hours | 18%| Analysis: People spend a lot of time in shopping in big bazaar. Majority of the respondents (35%) said that they spend at least 1 hour to 1 ? hours in big bazaar. 22% respondents also said that they spend 1 ? hours to 2 hours in their visit to big bazaar. Only 10% of people said that they spend very little time that is less than half an hour in big bazaar.

Interpretation: As per the given data I interpret that customers are very product choosy now a days and that’s why they spend a lot of time in shopping in big bazaar. Probably customers might even be spending more time in big bazaar as it provides a very nice ambience and atmosphere for the people to shop in. Hence those persons who spend half an hour or less than half an hour in big bazaar are those persons who just come to purchase limited products and come only because of low pricing of products. People also spend much time in it but purchase very few goods.

The sales personnel should focus on the people who take long time in shopping and purchases a lot and provide special kind of service to them as they are the major customers. Comparison of footfalls in weekdays and weekends Weeks days| 40%| Weekends | 60%| Analysis: The above graph shows that more number of people comes to big bazaar in weekends than that of week days . 40% of people visits big bazaar in weekdays where as 60% of people visit big bazaar in weekends. Interpretation: I can clearly interpret from this that most of the people tend to visit big bazaar in weekends rather than that of week days.

There are more footfalls in big bazaar in weekends than that of week days. Though there is not much difference as 40% of people visit big bazaar in week days hence in weekends the footfall increases by 10%. As people come more in weekends, so big bazaar should keep it open for more time in week ends. The infrastructure can be changed a bit in week ends so that customers can see more products clearly and can move around comfortably. In order to bring in more number of customers in week days big bazaar should provide some schemes in week days which will encourage people to come in to it in week days also.

Hence the crowd is more in weekends and big bazaar should avail more parking spaces for its customers in weekends. It can make some temporary arrangement for parking every weekend. It should not spend much money in advertising and displaying of products in weekdays rather it should advertise and display products more in weekends as more number of people comes in weekends. Customers preference of timing to visit big bazaar 10 A. M – 1 P. M | 8%| 1 P. M – 3 P. M | 17%| 3 P. M – 6 P. M| 35%| 6 P. M – 10 P. M| 40%| | |

Analysis: The above pie chart shows that most of the people prefer to visit big bazaar in evening time than that of the day time. Only 25% of people tend to visit big bazaar during day time while 75% of people tend to visit big bazaar during after noon time. Interpretation: From the above analysis I interpret that evening time is the peak time for big bazaar and day time is the off peak time for big bazaar. There is more number of people found in big bazaar during evening time than that of day time. Probably more of products are being sold during evening time in big bazaar than that of day time.

Big bazaar shall provide some special offerings during day time so that more people should come in during day time. It could offer some special kind of product in daytime which will be not available during evening time. In this way it will bring in more number of people during day time for getting the special kind of products but along with that it will be able to sale other products as people do a lot of impulse buying at big bazaar. Comparison of customers purchasing with planned list of products and purchasing products on unplanned basis Yes| 50%|

No| 40%| Ever 10% Analysis: As shown in the graph out of my total respondents of 80, 50% of customers come to big bazaar with a planned list of products. 40% of people come in to big bazaar without any planned list of products to be purchased from big bazaar. Interpretation: As per the data obtained from the customers of big bazaar I interpret that most of the customers comes in to big bazaar with a planned list of products. Few customers come to big bazaar without any planned list of products and purchases products depending on their selection.

These people basically come to the mall and hence get in to big bazaar. Depending on the product category and brand and quality of products they purchases goods. Some couples come to mall and go to food bazaar to have food together and to have chit chat among them. The customer who comes with a planned list of products purchases more products than that of the customers who comes without any planned list of products. So big bazaar should provide more variety and essential goods so that more number of people should come in with a planned list of products.

Brand preference of customers in big bazaar Yes | 10%| No| 50%| Depends on category | 40%| Analysis: As seen in the above chart it is clearly known that only 10% of people come in to big bazaar with a list of brands in advance. 50% of people completely deny that they don’t prepare in list of brand in advance. 40% of people told that they prepare a list of brand depending on the product category. Interpretation: From this I interpret that customers don’t opt for much brand preference while purchasing products in big bazaar. A few customers search for brands but depending on the product category.

Customers probably don’t decide for brands on products as there are not much of known branded products available at big bazaar. On product categories like grocery and clothes, big bazaar has many local branded products. Customers purchase a lot of these as its cheap in price even though its quality is not so good. As most of the customers belong to lower class and middle class people, they purchase those local branded products as it gives them value for money. Different products of the same category have different prices. Quality of products varies with the price.

This enables customization of products for various types of customers. Customers search for brands mostly in apparel section. Some customers also pre decides the brand on the local manufactured grocery and food products of big bazaar. Big bazaar should include more of the branded products in its each category so that customers have more options to choose among the brands. This will bring in more number of people to big bazaar which will definitely increase the sales. Comparison of brand preference on different product category Cloths| 40%| Grocery| 40%| Gift Items| 33%| Electronic Items| 25%|

Leather Items| 2%| Any Other Item| 12%| Analysis: This graph shows that cloths and grocery are the only two items on which customers mostly prefer the brands that is 40% each. 33% brand preference is on gift items and 25% is on electronic items. Brand preference on leather items is 2% and 12% on any other item. Interpretation: From this I interpret that some of the products brand are pre decided in advance and for some of the products customers don’t at all pre decide any brand. As per electronic goods are concerned customers pre decide the brand as many branded electronic products are available in big bazaar.

The customers pre decides brands on cloths and grocery most as big bazaar produces much of local brands and also have some well known branded products of clothes with it like flying machine jeans. Mode of payment of customers in big bazaar Cash Payment| 55%| Credit Card| 19%| Debit Card| 26%| Analysis: As per my study is concerned, out of the total respondents 55% of people make cash payment in big bazaar. 19% of them uses credit card as their mode of payment and 26% of the people makes payment in big bazaar through their debit card.

Interpretation: As per the obtained data I interpret that more number of people makes cash payment in big bazaar. A fraction of people uses their credit card for payment in big bazaar and a very few people uses their debit card for payment. I can interpret that quick exchange of money for goods is done in big bazaar as most of the people mode of payment is cash payment. Hence sometimes big bazaar has to wait for a short time period as some of the customers make their payment through credit and debit card. Comparison of factors which encourages customers to come in to big bazaar Price| 60%|

Service | 40%| Ambience | 50%| Product Variety | 65%| Product Quality | 20%| Convenience | 35%| Analysis: People are mostly encouraged to come to big bazaar because of its cheap price and availability of variety of products. Around 65% of the total respondent said they are mostly encouraged to come to big bazaar as it has variety options. Even most of the customers said that they get goods there in a discounted price and so they come in to it. Many customers also said that they feel good about the service and ambience provided by big bazaar.

Around 35% of customers also said that convenience is also another factor which leads them to come to big bazaar. Product quality is rated at very low that is only 20% which encourages the customers to come to big bazaar. Interpretation: From this analysis I interpret that big bazaar is a well known for its variety options. People mostly come to big bazaar as they get various kinds of products under one roof. It is also clearly known that big bazaar sales its goods at a discounted price as compared to the market. Even it provides a good service and ambience to its customers which encourages them to visit big bazaar more and more times.

I can also interpret from this that big bazaar has located itself in a good place from where it is able to attract customers. As a hypermarket which is to be located far off the city, big bazaar has located itself in a good place from where it is convenient for people to visit big bazaar. Big bazaar should try and produce more qualitative products so that customers can get more satisfaction and would never think of not doing shopping in big bazaar. Services of the sales personnel in Big Bazaar Very good17% Good29% Ok36% Poor13% Very poor5%

Interpretation: From this I interpret that 36% customers realize service of sale personnel in Big Bazaar is OK, 29% realize good, 17% realize Very Good, 13% realize Poor and 5% customers is very dissatisfied with sales personnel’s in Big Bazaar. Customers’ mode of transport to big bazaar Hired Vehicle | 10%| Two-wheeler| 40%| Four-wheeler| 35%| Any Other | 15%| Analysis: Around 40% of the total respondent of comes in to big bazaar with their own two wheelers. The second majority of people consist of people riding four wheeler and coming in to big bazaar.

Only 15% of people of the total respondent visits big bazaar on hired vehicles. 10% customers of the total respondent comes in any other mode of transport. Interpretation: From the above data I interpret that there are more number of four wheelers coming found in big bazaar than that of two wheelers. People prefer more to go to big bazaar in four wheelers than that of two wheelers. A few people are found who comes in to big bazaar with a hire vehicle. Probably they might be the tourists. Parking space availability in big bazaar Less than adequate | 45%| Adequate | 45%|

More than adequate | 10%| Analysis: As it is shown in pie chart most of the people say big bazaar does not provide adequate parking space. Equal number of people also says that adequate space is provided for parking big bazaar. Only 10% of people say that more than adequate space is available for parking in big bazaar. Interpretation: Analyzing the above data, I interpret that customers are not satisfied with the parking space availability provided by big bazaar. Hence it’s a threat for big bazaar as it may loose its customers because of less parking space availability.

Even though many customers say adequate space is available for parking in big bazaar but also it is a threat for big bazaar as it is seen more number of people are expected to come in to big bazaar. In holidays probably it will be very difficult for customers to park their vehicle in big bazaar. Customers preference towards Kirana store Yes | 65%| No| 35%| Analysis: Out of my total respondent of 80 customers, 65% of them says they go to their nearby kirana store and 35% said that they don’t at all go to any kirana store. This shows that majority of people go to kirana store even though they visit big bazaar.

But some customers are there who never goes to any kirana store. Interpretation: As per the given data I analyze that most number of people tend to purchase goods from nearby kirana store even if they come to big bazaar. I can conclude from this that a kirana store is a competitor of big bazaar. Some customers never go for shopping in kirana store as of it does not have much variety option available with it. Probably they are more interested in having a shopping experience rather than to just go and purchase goods from kirana store.

Comparison of Big bazaar with any Kirana store | Price| Service| Variety| Quality| Convenience| Shopping Experience| Ambience| Big bazaar| 70%| 50%| 100%| 40%| 25%| 90%| 95%| Kirana store| 30%| 50%| 0%| 60%| 75%| 10%| 5%| Analysis: The above graph shows the comparison of different factors between big bazaar and a nearby kirana store. 70% of people say big bazaar provides goods at a cheaper price as compared to that of a kirana store. 50% of people say big bazaar provides better service and another 50% of them say kirana store provides better service.

Each and every customer that is 100% agrees that there are more variety of products available at big bazaar than that of kirana store. As per quality of goods is concerned 60% of the customer say kirana store provides better qualitative products while 40% of the customers say big bazaar also provides qualitative products. 75% people say it is more convenient for them to go to a kirana store while 25% of them say going to big bazaar is more convenient for them. Around 90% of respondents said it is a good shopping experience at big bazaar while 10 of them said that they also have a good shopping experience at kirana store.

As per ambience is concerned 95% of customers said big bazaar provides much nice ambience than big bazaar while 5% of them said that ambience provided by kirana store is also equivalent to that of big bazaar. Interpretation: I interpreted from this that a kirana store is one of the competitor of big bazaar. It is a threat for big bazaar as some of the attributes of a kirana store provides more satisfaction to customers. Big bazaar should try to improve on each of its attributes and out compete the kirana store so that it can convert the customers of kirana store to be the customers of big bazaar.

Comparison of Big bazaar with others Organized retailers based on following points | Price| Service| Variety| Quality| Convenience| Shopping Experience| Ambience| Big bazaar| 45%| 50%| 55%| 52%| 54%| 46%| 58%| O. Org. Retails| 55%| 50%| 45%| 48%| 46%| 54%| 42%| Interpretation: I interpreted from this that other organized stores is another competitors of big bazaar. It is a threat for big bazaar as some of the attributes of other organized stores store provides more satisfaction to customers. Big bazaar should try to improve on each of its attributes and out compete the other organized stores.

SWOT ANALYSIS OF BIG BAZAAR A SWOT analysis is done to know the strengths, weaknesses, opportunities and threats of any company. This analysis will explain about the strengths, weaknesses, opportunities and threats of big bazaar. Strengths of Big bazaar * Large variety option * Cheap price * Huge customer Base * Volume sales Weaknesses of Big bazaar * Lacks in branded products * Low in product quality * Unable to provide enough parking space to its customers Threats for Big bazaar * Opening up of other discounted stores like Vishal mega mart * Convenience of customers to nearby kirana stores Availability of products in other retail outlets Opportunities for Big bazaar * To open up more and more number of big bazaars in different cities of the country. * To grab the rural market * To bring in the customers of other retail outlet by dealing with branded products. * Add more products to its product category CHAPTER-IV Findings FINDINGS 1. Most of the customers buy their requirement in Big Bazaar on the basis of Weekly and monthly basis. Customers realized that Big Bazaar stores provide qualitative products/service with reasonable price. 2.

At present time Big Bazaar provide different types of product assortments to the customers. 3. Continuously opening of Big Bazaar chains in different major cities, increasing quantities of the customers & profit show that Big Bazaar most accepted name in organized retail chain in India. 4. Big Bazaar mainly deal with middle income group people who want qualitative product with reasonable cost. 5. Big bazaar has a good reputation of itself in the market. 6. Big bazaar has positioned itself in the market as a discounted store. 7. Big bazaar holds a huge customer base. The majority of customers belong to middle class family. . Impulse buying behavior of customers comes in to play most of the times in big bazaar. 9. There are more than 168 big bazaars in different cities of India; it seems that there is a vast growth of big bazaar lying as customers demand is increasing for big bazaars. 10. Big bazaar is a hypermarket as it provides various kinds of goods like apparels, grocery, stationary, food items, electronic items, leather items, watches, jewellery, crockery, decorative items, sport items, chocolates and many more. It competes with all the specialty stores of different products which provide goods at a discounted rate all through the year. 1. The major players in retail industries are Big bazaar, The Tata Groups (Croma, Westside), Vishal Retail Group, Reliance Retail, & Sabka Bazaar etc. SUGGESTIONS * Big bazaar should include more of branded products its product category so as to attract the brand choosy people to come in to big bazaar. * Big bazaar should provide large parking space for its customers so that they can easily park their vehicles. * It should make different cash counters for different customers. Cash counter and credit card payment counter should be placed differently in order to reduce the rush and save the customer’s time.

This will be a kind of motivator for the customers of big bazaar. * The service of the sales person is needed to be improved. Personal care should be taken by the sales person for the customers so that the customers feel good. * During the off peak hour’s big bazaar should provide some offers to its customers so that people would be encouraged to come to big bazaar during off peak hours. The customers who are present in the mall during the off peak hours of big bazaar will definitely go in to big ba