A SUMMER PROJECT WORK REPORT ON A STUDY THE IMPACT OF STORE ENVIRONMENT ON CUSTOMERS OF BIG BAZAAR SUBMITTED TO UNIVERSITY OF PUNE

TOWORDS FULLFILLMENT OF MASTERS DEGREE IN MARKETING MANAGEMENT SUBMITTED BY SWAPNIL TARTE (MMM-II) UNDER THE GUIDANCE PROJECT GUIDE MISS. SAPNA MATHURE FROM J.D.C BYTCO INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH, NASHIK-5 [2011-12]

TEAM OF MANAGEMENT TRAINEES OF BIG BAZAAR

TOTAL MTS TEAM OF BIG BAZAAR MTS TEAM OF COLLEGE ROAD

ACKNOWLEDGEMENT

I take this opportunity to thank all those who have helped me to make this summer project work a reality.First and foremost, I would like to express to sincere thanks to, Dr. Mrs. A. A. Verulkar (Principal J.D.C. Bytco Institute of Management Studies and Research, Nasik) for giving me this unique opportunity. To undergo summer project work at Big Bazaar, Nashik. I am specially indebted to my Project Guide, Miss. Sapna Mathure for providingme guidance and help in my efforts. I wish to thank Mr. Mehtab Shaikh, & Mr.Jagdish Chavan, For their continuous guidance and help in realizing this Summer project work . Last but not the least I would like to thank each and every one who gave me support and helped me compiles my project during the entire period.

INDEX

CHAPTERS

DESCRIPTION

PAGE.NO FROM TO

* 1 2 3 4 5 6 7 8 * *

Executive summary Introduction to project Industry profile Company profile Research Methodology Data analysis & Interpretation Findings Suggestion Conclusion References Annexure

GRAPH INDEX

CHAPTER 1

DESCRIPTION Graph 5.1 :- Graph depicting Customer Visit Times in a month at Big Bazaar. Graph 5.2 :- Graph depicting Reasons for Shop at Big Bazaar . Graph 5.3 :- Graph depicting Time Spending for shopping at Big Bazaar. Graph 5.4 :- Graph depicting agriness about that this store has modern looking equipment & fixtures. Graph 5.5 :- Graph depicting agriness about the store arrangement or layout at this store makes it easy for customer to find what they need. Graph 5.6 :- Graph depicting Experience about Billing Counter Process at Big Bazaar. Graph 5.7 :- Graph depicting Response of Sales representative at Big Bazaar. Graph 5.8 :- Graph depicting Rating the Big Bazaar Internal Store environment Factors ( 1 represents Excellent, 2 Good, 3 Neutral, 4 Poor, 5 Very Poor). Graph 5.9 :- Graph depicting Rating the Big Bazaar Internal Store environment Factors ( 1 represents Excellent, 2 Good, 3 Neutral, 4 Poor, 5 Very Poor). Graph 5.10 :- Graph depicting Rating the Big Bazaar External Store environment Factors ( 1 represents Excellent, 2 Good, 3 Neutral, 4 Poor, 5 Very Poor).

PAGE NO.

10

11

Graph 5.11 :- Rate the importance of Store Environment factors which is Influencing to customers for purchase the products. ( 1 represents very important, to 5 Not at all important. Graph 5.12 :- Rate the importance of Store Environment factors which is Influencing to customers for purchase the products. ( 1 represents very important, to 5 Not at all important.

12

INTRODUCTION TO PROJECT Why store Design& Good Store Environment is Important?

It tells the customer what the store is all about. It creates an image in the minds of customers. It is the starting point of all marketing effort. For a customer store needs to be easy to navigate, it must appeal to his sensory perceptions and must create a sense of belonging, sense of relationship. The environment created in the retail store is a combination of exterior look, store interiors, the atmosphere in the store and the events promotions and themes which form a part of retail store.

Elements of store environment

Store image

Store atmosphere

Store themes

Exterior design
It is a function of location of the store site and other facilities like parking ease of access Store front is another important factor, it should be inviting and it should have good lighting and other facilities in total it should entice potential customers into the store. It has got a spacious parking lot also It has got massive appeal, exterior look justifies its name THE BIG BAZAAR

Interior store design

It is a function of aesthetics within the store, the merchandise sold within, the space used, and the overall layout of the store Space planning the amount of space allocated within the store 1.Location of various departments. 2. Creation of planogram. 3. Relationship of space to profitability.

Space planning
Floor plan. It is a schematic that shows: where merchandise and customer service departments are located, how customers circulate through the store, and how much space is dedicated to each department.

EXECUTIVE SUMMARY
The above mentioned study attempt to A study of the Impact of Store Environment on Customers of Big Bazaar, in Nashik city. Following Research Methodology was used:Type of Research Type of Data sources Research approach Research instrument Sampling type Sample size Sampling unit Types of Universe Type of Questionnaire Descriptive Primary and Secondary Observation and survey Questionnaire Simple random sampling 100 Customers of Big Bazaarin Nasik city All the customer who have purchase products in Big Bazaar store. Structured

For the purpose of study a Questionnaire was prepared to get first hand information From the customers of Big Bazaar in Nashik city. The above mentioned objective can be further classified into the following detailed objective for the purpose of study :-

Primary objective :1. To study the impact of store environment on customers of Big Bazaar.

Secondary Objective :1. To study the customer perception & expectation about store environment. 2. To Study The SWOT of store environment. 3. To Study the factors of store environment which influence to customers in purchase decision of. 4. To analyse how the store environment can be improved. 5. To study the opinions of customers about store environment.

Scope of the study :Store environment is critical to a retailer, because it directly affects consumers'' total shopping experience. It is also a determining factor in affecting consumers'' store choice decision for shopping. Hence, the management of the physical environment is considered as an important element in contributing to retail financial success and a valuable shopping experience for the customer. The store ''atmosphere'' is defined as the effort to design buying environments to produce specific emotional effects in the buyer than enhancing purchase probability. In- store environment stimuli are positively related to the level of pleasure experienced in the store. Pleasure refers to the degree to which the consumer feels good and satisfied in the store environment. Satisfaction can help consumers to identify that a store is worthy of their loyalty. There is no doubt that shoppers nowadays want to gain enjoyment and satisfaction when spending their shopping; retailers should therefore acquire a better understanding of customers'' expectation regarding a stores environment. Ambient and social elements in the store environment are more likely to affect consumers to make inferences about merchandise and service quality. The ambient factors of a store refer to the background character of the environment that tends to influence consumers at a subconscious level, This includes elements such as temperature, lighting, music etc. Ambient conditions are especially noticeable to consumers. Undesirable ambient conditions can cause dissatisfaction if the attention of the consumer is heightened. The store design factor such as functional elements that include layout, merchandise display, architecture, materials and colors can contribute to customers purchase decision. The social factor also plays an important role where ''service manners of sales people'' as well as ''number of people in the store'' are considered important.

Limitation of the study :1. The shortage of time is the constrain for the study. 2. There may be error due to bias of respondents. 3. Lack of cooperation from some customers was one of the hurdles in collecting data. 4. The sample was restricted to 100 customers, which may restrict the scope and completion of study.

INDUSTRY PROFILE INTRODUCTION :Retailing is one of the pillars of the economy in India and accounts for 13% of GDP. The retail industry is divided into organised and unorganised sectors. Over 12 million outlets operate in the country and only 4% of them being larger than 500 sq ft (46 m2) in size. Organised retailing refers to trading activities undertaken by licensed retailers, that is, those who are registered for sales tax, income tax, etc. These include the corporate-backed hypermarkets and retail chains, and also the privately owned large retail businesses. Unorganised retailing, on the other hand, refers to the traditional formats of low-cost retailing, for example, the local kirana shops, owner manned general stores, paan/beedi shops, convenience stores, hand cart and pavement vendors, etc. Most Indian shopping takes place in open markets and millions of independent grocery shops called kirana. Organized retail such supermarkets accounts for just 4% of the market as of 2008.[3] Regulations prevent most foreign investment in retailing. Moreover, over thirty regulations such as "signboard licences" and "anti-hoarding measures" may have to be complied before a store can open doors. There are taxes for moving goods to states, from states, and even within states.

GROWTH :-

An increasing number of people in India are turning to the services sector for employment due to the relative low compensation offered by the traditional agriculture and manufacturing sectors. The organized retail market is growing at 35 percent annually while growth of unorganized retail sector is pegged at 6 percent. The Retail Business in India is currently at the point of inflection. Rapid change with investments to the tune of US $ 25 billion is being planned by several Indian and multinational companies in the next 5 years. It is a huge industry in terms of size and according to management consulting firm Technopak Advisors Pvt. Ltd., it is valued at about US $ 350 billion. Organised retail is expected to garner about 16-18 percent of the total retail market (US $ 65-75 billion) in the next 5 years. India has topped the A.T. Kearneys annual Global Retail Development Index (GRDI) for the third consecutive year, maintaining its position as the most attractive market for retail investment. The Indian economy has registered a growth of 8% for 2007. The predictions for 2008 is 7.9%.[5] The enormous growth of the retail industry has created a huge demand for real estate. Property developers are creating retail real estate at an aggressive pace and by 2010, 300 malls are estimated to be operational in the country. With over 1,000 Hypermarkets and 3,000 Supermarkets projected to come up by 2011, India will need additional retail space of 700,000,000 sq ft (65,000,000 m2) as compared to today. Current projections on construction point to a supply of just 200,000,000 sq ft (19,000,000 m2), leaving a gap of 500,000,000 sq ft (46,000,000 m2) that needs to be filled, at a cost of US$1518 billion. According to the Icrier report, the retail business in India is estimated to grow at 13% from $322 billion in 2006-07 to $590 billion in 2011-12. The unorganized retail sector is expected to grow

at about 10% per annum with sales expected to rise from $ 309 billion in 2006-07 to $ 496 billion in 2011-12.

The Indian Retail Market :-

Indian market has high complexities in terms of a wide geographic spread and distinct consumer preferences varying by each region necessitating a need for localization even within the geographic zones. India has highest number of outlets per person (7 per thousand) Indian retail space per capita at 2 sq ft (0.19 m2)/ person is lowest in the world Indian retail density of 6 percent is highest in the world. 1.8 million households in India have an annual income of over 45 lakh (US$100,350). Delving further into consumer buying habits, purchase decisions can be separated into two categories: status-oriented and indulgence-oriented. CTVs/LCDs, refrigerators, washing machines, dishwashers, microwave ovens and DVD players fall in the status category. Indulgence-oriented products include plasma TVs, state-of-the-art home theatre systems, iPods, high-end digital cameras, camcorders, and gaming consoles. Consumers in the status category buy because they need to maintain a position in their social group. Indulgence-oriented buying happens with those who want to enjoy life better with products that meet their requirements. When it comes to the festival shopping season, it is primarily the status-oriented segment that contributes largely to the retailers cash register. While India presents a large market opportunity given the number and increasing purchasing power of consumers, there are significant challenges as well given that over 90% of trade is conducted through independent local stores. Challenges include: Geographically dispersed

population, small ticket sizes, complex distribution network, little use of IT systems, limitations of mass media and existence of counterfeit goods.

Major Indian Retailers

FutureGroup:PantaloonisoneofthebiggestretailersinIndiawithmorethan 450storesacrossthecountry.HeadquarteredinMumbai,ithasmorethan5millionsq.ftret ail spacelocatedacrossthecountry.It'sgrowingatanenviablepace andisexpectedto

reach30millionsq.ft bytheyear2010.

TataGroup:TatagroupisanothermajorplayerinIndianretailindustrywithits subsidiaryTrent,whichoperatesWestsideandStarIndiaBazaar.Establishedin 1998,italsoacquiredthelargestbookandmusicretailerinIndiaLandmarkin 2005.Trentownsover4lakhsq.ftretailspaceacrossthe country. RPGGroup:RPGGroupisoneoftheearlierentrantsintheIndianretailmarket,whenitca meintofood &groceryretailingin1996withitsretailFoodworld stores.Laterit alsoopenedthepharmacyandbeautycareoutletsHealth&Glow. Reliance:RelianceisoneofthebiggestplayersinIndianretailindustry.More than300RelianceFreshstoresandRelianceMartarequitepopularintheIndianretailmarket.It'sexp ectingitssalestoreachRs. 90,000croresby2010. AV Birla Group:AV Birla Group has a strong presence in Indian

apparelretailing.Thebrands likeLouisPhillipe,AllenSolly,VanHeusen,andPeterEnglandarequitepopular.It'salsoinvestingi nothersegmentsofretail.ItwillinvestRs.8000-9000croresby2010. Next retail India Ltd (Consumer Electronics)(www.next.co.in) Vivek Limited Retail Formats: Viveks, Jainsons, Viveks Service Centre, Viveks Safe Deposit Lockers PGC Retail -T-Mart India [3], Switcher , Respect India , Grand India Bazaar ,etc., REI AGRO LTD Retail-Formats:6TEN Hyper & 6TEN Super RPG Retail-Formats: Music World, Books & Beyond, Spencers Hyper, Spencers Super, Daily & Fresh Pantaloon Retail-Formats: Big Bazaar, Food Bazaar, Pantaloons, Central, Fashion Station, Brand Factory, Depot, aLL, E-Zone etc. Marks & Spencer: Clothing, lifestyle products, etc.

The Tata Group-Formats: Westside, Star India Bazaar, Steeljunction, Landmark, Titan Industries with World of Titans showrooms, Tanishq outlets, Croma. K Raheja Corp Group-Formats: Shoppers Stop, Crossword, Hyper City, Inorbit Mall Lifestyle International-Lifestyle, Home Centre, Max, Fun City and International Franchise brand stores. Pyramid Retail-Formats: Pyramid Megastore, TruMart Nilgiris-Formats: Nilgiris 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 Paritala stores bazar: honey shine stores Aditya Birla Group - more Outlets Kapas- Cotton garment outlets

FORMAT EXPECTED BY 2011

Entry of MNCs :The world's largest retailer by sales, Wal-Mart Stores Inc and Sunil Mittal's Bharti Enterprises have entered into a Joint venture agreement and they are planning to open 10 to 15 cash-and-carry facilities over seven years. The first of the stores, which will sell groceries, consumer appliances and fruits and vegetables to retailers and small businesses, is slated to open in north India by the end of 2008.Carrefour, the worlds second largest retailer by sales, is planning to setup two business entities in the country one for its cash-and-carry business and the other a master franchisee which will lend its banner, technical services and know how to an Indian company for direct-to-consumer retail. The worlds fifth largest retailer by sales, Costco Wholesale Corp (Costco) known for its warehouse club model is also interested in coming to India and waiting for the right opportunity. Opposition to the retailers' plans have argued that livelihoods of small scale and rural vendors would be threatened. However, studies have found that only a limited number of small vendors will be affected and that the benefits of market expansion far outweigh the impact of the new stores. Tesco Plc., plans to set up shop in India with a wholesale cash-and-carry business and will help Indian conglomerate Tata group to grow its hypermarket business.

Challenges :To become a truly flourishing industry, retailing needs to cross the following hurdles: Automatic approval is not allowed for foreign investment in retail. Regulations restricting real estate purchases, and cumbersome local laws. Taxation, which favours small retail businesses. Absence of developed supply chain and integrated IT management. Lack of trained work force. Low skill level for retailing management. Lack of Retailing Courses and study options Intrinsic complexity of retailing rapid price changes, constant threat of product obsolescence and low margins.

One very important measure to overcome some of the challenges faced by retail, is for companies to invest heavily in training and recruitment, using up to date cost efficient services. One of the leading retail training companies in India is Metamorph Learning Pvt. Ltd, a Bangalore-headquartered, pan-India company which specialises in e-learning, content

development as well as blended training (classroom+virtual training) to cater to retail and other companies across India. Also, the country is developing a support infrastructure in form of specialised retail schools. One such skill development initiative has been taken by TKWs Group. Its TKWs Retail School has already training over a thousand students and retail professionals for different retail skills. TKWs Retail School is also associated with government projects like enhancing retail experience of foreign tourists, improving retail of handicraft and local produce, skill development of village youth.

COMPANY PROFILE INTRODUCTION :Big Bazaar is not just another hypermarket. It caters to every need of a family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. At Big Bazaar, one can get the best products at the best prices that is what they guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise you. And this is just the beginning. Big Bazaar plans to add much more to complete the shopping experience. Food is the main shopped for category in this store.

Parent Company:Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market.

Board of Director of Future Group

Mr. Kishore Biyani (Managing director) Mr. Gopikishan Biyani (Wholetime Director) Mr. Rakesh Biyani (Wholetime Director) Mr. Shailesh Haribhakti (Director) Mr. S. Doreswamy(Director) Dr. Darlie Koshy(Director) Mr. Anil Harish(Director) Mr. Bala Deshpande(Director) Mr. Vijay Kumar Chopra (Director)

GROUP VISION
Future Group shall deliver Everything, Everywhere, Everytime for Every Indian Consumer in the most profitable manner.

GROUP MISSION
We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development. We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segments for classes and for masses. We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient, cost- conscious and committed to quality in whatever we do. We shall ensure that our positive attitude, sincerity, humility and united determination shall be the driving force to make us successful.

CORE VALUE Indianness:- confidence in ourselves. Leadership:- to be a leader, both in thought and business. Respect & Humility:- to respect every individual and be humble in our conduct. Introspection:- leading to purposeful thinking. Openness:- to be open and receptive to new ideas, knowledge and information. Valuing and Nurturing Relationships:- to build long term relationships.

Simplicity & Positivity:- Simplicity and positivity in our thought, business and action. Adaptability:- to be flexible and adaptable, to meet challenges. Flow:- to respect and understand the universal laws of nature.

Timeline
2001

Three Big Bazaar stores launched within a span of 22 days in Kolkata, Bangalore and Hyderabad[1]

2002

Big Bazaar - ICICI Bank Card is launched. Food Bazaar becomes part of Big Bazaar with the launch of the first store in Mumbai at High Street Phoenix

2003

Big Bazaar enters Tier II cities with the launch of the store in Nagpur Big Bazaar welcomes its 10 million-th customer at its new store in Gurgaon

2004

Big Bazaar wins its first award and national recognition. Big Bazaar and Food Bazaar awarded the countrys most admired retailer award in value retailing and food retailing segment at the India Retail Forum A day before Diwali, the store at Lower Parel becomes the first to touch Rs 10 million turnover on a single day

2005

Initiates the implementation of SAP and pilots a RFID project at its central warehouse in Tarapur Launches a unique shopping program: the Big Bazaar Exchange Offer, inviting customers to exchange household junk at Big Bazaar Electronic Bazaar and Furniture Bazaar are launched

2006

Mohan Jadhav sets a national record at Big Bazaar Sangli with a Rs 1,37,367 shopping bill. The Sangli farmer becomes Big Bazaars largest ever customer.

Big Bazaar launches Shakti, Indias first credit card program tailored for housewives Navaras the jewellery store launched within Big Bazaar stores

2007

The 50th Big Bazaar store is launched in Kanpur Big Bazaar partners with Futurebazaar.com to launch India's most popular shopping portal Big Bazaar initiates the Power of One campaign to help raise funds for the Save The Children India Fund Pantaloon Retail wins the International Retailer of the Year at US-based National Retail Federation convention in New York and Emerging Retailer of the Year award at the World Retail Congress held in Barcelona.

2008

Big Bazaar becomes the fastest growing hypermarket format in the world with the launch of its 101st store within 7 years of launch Big Bazaar dons a new look with a fresh new section, Fashion@Big Bazaar Big Bazaar joins the league of Indias Business Superbrands. It is voted among the top ten service brands in the country in the latest Pitch-IMRB international survey

2009

Big Bazaar opens its second store in Assam at Tinsukia Big Bazaar initiates Maha Annasantarpane program at its stores in South India a unique initiative to offer meals to visitors and support local social organisations Big Bazaar captures almost one-third share in food and grocery products sold through modern retail in India

2010

Future Value Retail Limited is formed as a specialised subsidiary to spearhead the groups value retail business through Big Bazaar, Food Bazaar and other formats. Big Bazaar wins CNBC Awaaz Consumer Awards for the third consecutive year. Adjudged the most preferred Most Preferred Multi Brand Food & Beverage Chain, Most Preferred Multi Brand Retail Outlet and Most Preferred Multi Brand One Stop Shop Big Bazaar connects over 30,000 small and medium Indian manufacturers and entrepreneurs with around 200 million customers visiting its stores

AWARDS

Indian Retail Forum Awards 2008

Most Admired Retail Company of the year - Future Group Retail Face of the Year - Kishore Biyani Best Retailer Of The Year ( Hypermarket) - Big Bazaar

Future Group was awarded the Most Admired Retail Company of the year by the Indian Retail Forum at a glittering ceremony organised in Mumbai. Mr Kishore Biyani also won Retail Face of the Year. India Retail Forum (IRF) is a platform for intellectual insights and information exchange for the retail business in the Indian subcontinent. The forum presents the business of retail in the region to a global audience, with the express aim of facilitating understanding about and encouraging investment in this massive marketplace. Big Bazaar, the value format of Future Group bagged the Best Retailer Of The Year ( Hypermarket). The INDIASTAR Award 2008

Food Bazaar: Best Packaging Innovation

Food Bazaar bagged the INDIASTAR Award for Best Packaging Innovation in India, for its private label brand Fresh And Pure Chakki Atta.

Food Bazaar: Best Packaging Innovation

With this award, Pantaloon Retail (India) Limited becomes the first Indian Retailer to win the prestigious INDIASTAR Award.

Retail Asia Pacific 500 Top Awards 2008

Gold Winner - Top Retailer 2008 Asia Pacific Retail Asia Publishing Pte, the institutor of these awards, aims to set a platform that appraise, raises and recognizes the development and growth of retailing throughout the Asia Pacific region.

Coca-Cola Golden Spoon Awards 2008

Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani.

Most Admired Food & Grocery Retailer of the Year Supermarkets: Food Bazaar. Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big Bazaar. Most Admired Retailer of the Year - Dynamic Growth in Network Expansion across Food, Beverages & Grocery: Future Group. Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big Bazaar.

The Coca-Cola Golden Spoon Awards 2008, were given away for the first time as a culmination of the Food Forum India 2008 - a two day convention which saw the participation of leading brands, retailers & retail support organizations from across the globe. The awards were presented to honour enterprise, innovation and achievement in the food retailing business as a benchmark of excellence.

CNBC Awaaz Consumer Awards 2009

Most Preferred Multi Product Chain - Big Bazaar Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar.

Images Fashion Forum 2009

Most Admired Fashion Group Of The Year - Future Group Most Admired Private Label - Pantaloons, the lifestyle format Critics Choice For Pioneering Effort In Retail Concept Creation Central.

Coca-Cola Golden Spoon Awards 2009

Most Admired Food & Grocery Retailer Of The Year Most Admired Food Court Most Admired Food Professional.

SWOT Analysis 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 free parking space to its customers

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

Threats for Big bazaar

High business risk involved. Convenience of customers to near by kirana stores Lot of competitors coming up to tap the market paotential like MORE (Aditya birla group) Margin of business reducing all the time.

COMPETITORS:
Big Bazaar faces competition from others retailers of similar product and services. This includes stand alone stores in the organized and unorganized sectors, as well as other chains of stores including department stores. Big Bazaar focus on offering customers a vast variety of products and services catering to there to divers requirements and needs. It is because of this and the service and ambience that Big Bazaar offers, that Big Bazaar believes Big Bazaar have been able to create a differentiation in the mind of the customer vis--vis our competitors where similar products and brands are available.

Competitors For Big Bazaar:

1. Food World. 2. Reliance Fresh.(Reliance Group) 3. More. (Aditya Birla Group) 4. Others Store like Nilesh supermarket, BMS supermarket,

Following Research Methodology was used:Type of Research Type of Data sources Research approach Research instrument Sampling type Sample size Sampling unit Types of Universe Type of Questionnaire Descriptive Primary and Secondary Observation and survey Questionnaire Simple random sampling 100 Customers of Big Bazaarin Nasik city All the customer who have purchase products in Big Bazaar store. Structured

For the purpose of study a Questionnaire was prepared to get first hand information From the customers of Big Bazaar in Nashik city.

Research Design & Sample Size :

The success of the analysis mostly depends on the methodology on which it is carried out. The appropriate methodology will improve the validity of the findings.

Research Design:
Descriptive Research: Descriptive research includes survey and fact-findings enquire of different kinds. The major purpose of descriptive research is description of the state affairs, as

it exists at present.

Type of Research Used

Descriptive Research

Data Collection: Primary Data: Survey Method

Tools: Questionnaire

Techniques: Interviews, personal interviews. An interview schedule was designed to collect primary data from various Big Bazaar customers.

Secondary Data:
Secondary data was collected from journals, magazines, web sites, books.

Sample Size:
Sample means a specimen or pattern, testing a part of whole, sample is one of number. Sampling may be defined as the selection of part of group or an aggregate with a view in obtaining information about the whole.

Sample sizes of 100 customers was selected for the purpose of the study. Sampling unit:
Who is to be surveyed? Youngsters, businessmen and housewives, employees were selected to conduct survey. For this purpose non probability convinience sampling was used.

Sampling Area:
The research area for survey was consisting of : Nashik Road Big Bazaar. College Road Big Bazaar. City Center Big Bazaar.

Objective of Study Primary objective :1. To study the impact of store environment on customers of Big Bazaar.

Secondary Objective :2. To study the customer perception & expectation about store environment. 3. To Study The SWOT of store environment. 4. To Study the factors of store environment which influence to customers in purchase decision of. 5. To analyse how the store environment can be improved. 6. To study the opinions of customers about store environment.

Scope of the study :Store environment is critical to a retailer, because it directly affects consumers'' total shopping experience. It is also a determining factor in affecting consumers'' store choice decision for shopping. Hence, the management of the physical environment is considered as an important element in contributing to retail financial success and a valuable shopping experience for the customer. The store ''atmosphere'' is defined as the effort to design buying environments to produce specific emotional effects in the buyer than enhancing purchase probability. In- store environment stimuli are positively related to the level of pleasure experienced in the store. Pleasure refers to the degree to which the consumer feels good and satisfied in the store environment. Satisfaction can help consumers to identify that a store is worthy of their loyalty. There is no doubt that shoppers nowadays want to gain enjoyment and satisfaction when spending their shopping; retailers should therefore acquire a better understanding of customers'' expectation regarding a stores environment. Ambient and social elements in the store environment are more likely to affect consumers to make inferences about merchandise and service quality. The ambient factors of a store refer to the background character of the environment that tends to influence consumers at a subconscious level, This includes elements such as temperature, lighting, music etc. Ambient conditions are especially noticeable to consumers. Undesirable ambient conditions can cause dissatisfaction if the attention of the consumer is heightened. The store design factor such as functional elements that include layout, merchandise display, architecture, materials and colors can contribute to customers purchase decision. The social factor also plays an important role where ''service manners of sales people'' as well as ''number of people in the store'' are considered important.

Limitation of the study :1. The shortage of time is the constrain for the study. 2. There may be error due to bias of respondents. 3. Lack of cooperation from some customers was one of the hurdles in collecting data. 4. The sample was restricted to 100 customers, which may restrict the scope and completion.

Analysis of Customer Visit Times at Big Bazaar.

Factors Once Twice Thrice More than Thrice Occasionally Total No. of % Respondents 30% 27% 14% 12% 17% 100%

Table: 5.1 No. of % Respondents

17% 30% 12% 14% 27%

Once Twice Thrice More than Thrice Occasionally

Graph 5.1 :- Graph depicting Customer Visit Timesin a month at Big Bazaar.
Interpretation:Out of 100% respondents, 30% of respondentsvisit Big Bazaar in a month ONCE time, 27% of respondents visit TWICE, 14% of respondents visit THRICE, 12% of respondents visit MORE THAN THRICE, 17% of respondents visit OCCASIONALLY. It means most of the respondents visit Big Bazaar in month ONCE time.

Analysis of Reasons for Shop at Big Bazaar.

Factors Value for Money Product Variety Quality Brand One Stop Shopping Better Offering Customer Service Other Specify Total No. of % Respondents 14% 18% 12% 10% 24% 10% 6% 6% 100%

Table: 5.2

No. of % Respondents
30% 25% 20% 15% 10% 5% 0%

24% 18%

14%

12%

10%

10% 6% 6% No. of % Respondents

Graph 5.2 :- Graph depicting Reasons for Shop at Big Bazaar .

Interpretation:Out of 100% respondents, by customer told the reason of shop at Big Bazaar, 14% of respondents told VALUE FOR MONEY, 18% of respondents told PRODUCT VARIETY, 12% of respondents told QUALITY, 10% of respondents BRAND, 24% of respondents told ONE STOP SHOPPING, 10% of respondents told BETTER OFFERING, 6% of respondents told CUSTOMER SERVICE, 6% of respondents told OTHER REASON like some Ladies told Good Trial Room, some MENS told comparison in between product range. It means most of the respondents gives weight-age to VALUE FOR MONEY, PRODUCT VARIETY, ONE STOP SHOPPING.

Analysis of Time Spending for shopping at Big Bazaar.

Factors 10-20 Minutes 20-40 Minutes 40-60 Minutes 1-2 Hours 2-3 Hours Total No. of % Respondents 19% 34% 24% 13% 10% 100%

Table: 5.3 No. of % Respondents

10% 13%

19%

10-20 Minutes 20-40 Minutes 40-60 Minutes 1-2 Hours

24%

34%

2-3 Hours

Graph 5.3 :- Graph depicting Time Spending for shopping at Big Bazaar.
Interpretation:Out of 100% respondents, 19% of respondentsspend 10-20 MINUTES for shopping at Big Bazaar, 34% of respondents spend 20-40 MINUTES, 24% of respondents spend 40-60 MINUTES, 13% of respondentsspend 1-2 HOURS, 10% of respondents 2-3 HOURS. It means most of the respondents shop at Big Bazaar 20 to 40 minutes.

Analysis of Agriness about that this store has modern looking equipment & fixtures.
Factors Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree Total No. of % Respondents 28% 37% 19% 8% 8% 100%

Table: 5.4 No. of % Respondents

40% 35% 30% 25% 20% 15% 10% 5% 0% Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree

37% 28% 19% No. of % Respondents 8% 8%

Graph 5.4 :- Graph depicting agriness about that this store has modern looking equipment & fixtures.
Interpretation:Out of 100% respondents, 28% of respondents are STRONGLY AGREE about Big Bazaar has modern looking equipment & fixtures, 37% of respondents are SOMEWHAT AGREE, 19% of respondents are NEUTRAL, 8% of respondents are SOMEWHAT DISAGREE,8% of respondents are STRONGLY DISAGREE. It means most of the respondents are agree about at the Big Bazaar store has modern looking equipment & fixtures.

Analysis of agriness about the store arrangement or layout at this store makes it easy for customer to find what they need.
Factors Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree Total No. of % Respondents 25% 25% 29% 12% 9% 100%

Table: 5.5 No. of % Respondents

35% 30% 25% 20% 15% 10% 5% 0% Strongly Agree Somewhat Agree Neutral Somewhat Disagree Strongly Disagree

29% 25% 25%

12% 9%

No. of % Respondents

Graph 5.5 :- Graph depicting agriness about the store arrangement or layout at this store makes it easy for customer to find what they need.
Interpretation:Out of 100% respondents, 25% of respondents are STRONGLY AGREE about Big Bazaar store arrangement & layout of the store, 25% of respondents are SOMEWHAT AGREE, 29% of respondents are NEUTRAL, 12% of respondents are SOMEWHAT DISAGREE, 9% of respondents are STRONGLY DISAGREE. It means that most of the respondents are agree about Big Bazaar store arrangemnt & their layout make it easy for customer to find what they need.

Analysis of Experience about Billing Counter Process at Big Bazaar.

Factors Very Good Good Average Poor Very Poor Total No. of % Respondents 10% 20% 21% 35% 14% 100%

Table: 5.6 No. of % Respondents

14%

10% Very Good 20% Good Average Poor

35%

21%

Very Poor

Graph 5.6 :- Graph depicting Experience about Billing Counter Process at Big Bazaar.
Interpretation:Out of 100% respondents, 10% of respondents are told VERY GOOD about Big Bazaar Billing counter process, 20% of respondents are told GOOD, 21% of respondents are told AVERAGE, 35% of respondents are told POOR, 14% of respondents are told VERY POOR. It means that most of the respondents are experienced about at Big Bazaar Billing counter process is poor.

Analysis of Response of Sales representative at Big Bazaar.

Factors Very Good Good Average Not at all Good Worst Total No. of % Respondents 10% 17% 35% 26% 12% 100%

Table: 5.7

No. of % Respondents
12% 10%

Very Good
17% Good Average

26%

Not at all Good

Worst 35%

Graph 5.7 :- Graph depicting Response of Sales representative at Big Bazaar.

Interpretation:Out of the 100 respondents, 10% of respondents are told VERY GOOD about the Response of Sales Representative of Big Bazaar store, 17% of respondents are told GOOD, 35% of respondents are AVERAGE, 26% of respondents are told NOT AT ALL GOOD, 12% of respondents are told WORST. It means that most of the respondents told the response of Sales Representative at Big Bazaar is AVERAGE & NOT AT ALL GOOD.

INTERNAL STORE ENVIRONMENT FACTORS

EXTERNAL STORE ENVIRONMENT FACTORS

Analysis of Rating the Big Bazaar Internal Store environment Factors ( 1 represents Excellent, 2 Good, 3 Neutral, 4 Poor, 5 Very Poor). Internal Factors
Cleanliness/ Hygiene Attractiveness Convenience Space Planning

Excellent
30% 29% 19% 26%

Good
36% 39% 30% 29%

Neutral
18% 18% 34% 23%

Poor
9% 6% 10% 15%

Very Poor
7% 8% 7% 7%

Table: 5.8
45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Cleanliness/ Hygiene Attractiveness Convenience Space Planning 9% 7% 6% 8% 18% 18% 19% 15% 10% 7% 7% 39% 36% 30% 29% 34% 30% 29% 26% 23% Excellent Good Neutral Poor Very Poor

Graph 5.8 :- Graph depicting Rating the Big Bazaar Internal Store environment Factors ( 1 represents Excellent, 2 Good, 3 Neutral, 4 Poor, 5 Very Poor).
Interpretation:In the overall graph, out of the 100% respondents, 36% respondents are gives 2 rank- Good to Cleanliness/Hygiene at this store, 39% respondents are gives 2 rank- Good to Attractiveness at this store, 34% respondents are gives 2 rank- Good to Convenience at this store, 29% respondents are gives 2 rank- Good to Space Planning at this store. It means that most of the respondents are satisfied about these all 4Internal factors is Cleanliness/Hygiene, Attractiveness, Convenience, & Space Planning.

Analysis of Rating the Big Bazaar Internal Store environment Factors ( 1 represents Excellent, 2 Good, 3 Neutral, 4 Poor, 5 Very Poor). Internal Factors
Employee Interaction Toilet & Drinking Water Facility Trolly Movement

Excellent
10% 14% 15%

Good.
14% 18% 23%

Neutral
24% 16% 27%

Poor
32% 31% 22%

Very Poor
20% 21% 13%

Table: 5.9
35% 30% 25% 20% 15% 10% 10% 5% 0% 14% 14% 24% 20% 21% 18% 16% 15% 23% 32% 31% 27% 22%

Excellent Good
13%

Neutral Poor Very Poor

Employee Interaction

Toilet & Drinking Water Facility

Trolly Movement

Graph 5.9 :- Graph depicting Rating the Big Bazaar Internal Store environment Factors ( 1 represents Excellent, 2 Good, 3 Neutral, 4 Poor, 5 Very Poor).
Interpretation:In the overall graph, out of the 100% respondents, 32% respondents are gives 4rank- Poorto Employee Interaction at this store, 31% respondents are gives 4rank- Poorto Toilet & Drinking Facility at this store, 27% respondents are gives 3 rank- Neutralto Trolley Movement at this store. It means that most of the respondents are not satisfied about these all 3 Internal Factors is Employee Interaction, Toilet & Drinking Water Facility, Trolley Movement.

Analysis of Rating the Big Bazaar External Store environment Factors ( 1 represents Excellent, 2 Good, 3 Neutral, 4 Poor, 5 Very Poor). External Factors
Frontage & Entrance Parking Facility

Excellent
26% 13%

Good
25% 19%

Neutral
30% 13%

Poor
12% 36%

Very Poor
7% 19%

Table: 5.10
40% 35% 30% 30% 25% 20% 15% 10% 5% 0% 12% 7% 13% 19% 13% 19% 26% 25% 36%

Excellent Good Neutral Poor Very Poor

Frontage & Entrance

Parking Facility

Graph 5.10 :- Graph depicting Rating the Big Bazaar External Store environment Factors ( 1 represents Excellent, 2 Good, 3 Neutral, 4 Poor, 5 Very Poor).
Interpretation:In the overall graph, out of the 100% respondents, 30% respondents are gives 3 rank- Neutralto Frontage & Entrance at this store, 36% respondents are gives 4rank- Poor to Parking Facility at this store. It means that most of the respondents aresatisfied about the External Store Environment Factors is Frontage & Entrance , & Most of the customers are not satisfied about the External Store Environment Factorsis Parking Facility.

Analysis of Rate the importance of Store Environment factors which is Influencing to customers for purchase the products. ( 1 represents very important, to 5 Not at all important. Influencing Factors
Furniture, Fixture arrangements Displaying Products/ Signages Fragrance Background Music

Very Not so Not at all Important Neutral Important Important Important

31% 51% 22% 40% 37% 31% 32% 33% 19% 8% 27% 13% 6% 5% 9% 9% 7% 5% 10% 5%

Table: 5.11
60% 51% 50% 40% 30% 20% 10% 0% 19% 6%7% 8% 5%5% 37% 31% 40% 31% 32% 27% 22% 10% 9% 33%

Very Important Important Neutral Not so Important Not at all Important

13% 9% 5%

Furniture, Fixture arrangements

Displaying Products/ Signages

Fragrance

Backgroung Music

Graph 5.11 :-Rate the importance of Store Environment factors which is Influencing to customers for purchase the products. ( 1 represents very important, to 5 Not at all important.
Interpretation:In the overall graph, out of the 100% respondents, 37% respondents are gives 2 rankImportantto Furniture Fixture Arrangement at this store, 51% respondents are gives 2 rankImportantto Displaying Products Signages at this store, 32% respondents are gives 2 rankImportantto Fragrance at this store, 40% respondents are gives 1rank- Very Importantto Background Music at this store. It means that most of the respondents says about these all 4factors are Furniture Fixture Arrangement, Displaying Products/Signages, Frangrance, Bacground Music. Is Important factors to create Good Store Environment & also create Impact on customer mind.

Analysis of Rate the importance of Store Environment factors which is Influencing to customers for purchase the products. ( 1 represents very important, to 5 Not at all important. Influencing Factors
Lighting Air Conditioning Colour Walls, Pillars, Space, Carpet Floor Planning

Very Important Important

52% 50% 37% 41% 24% 28% 34% 29%

Neutral
13% 10% 15% 13%

Not so Important
6% 6% 8% 11%

Not at all Important

5% 6% 6% 6%

Table: 5.12
60% 50% 40% 30% 20% 10% 0% 24% 13% 6%5% 28% 15% 10% 6%6% 8%6% 37% 34% 52% 50% 41% 29% 13% 11% 6%

Very Important Important Neutral Not so Important

Not at all Important

Lighting Air Colour Walls, Floor Planning Conditioning Pillars, Space, Carpet

Graph 5.12 :-Rate the importance of Store Environment factors which is Influencing to customers for purchase the products. ( 1 represents very important, to 5 Not at all important.
Interpretation:In the overall graph, out of the 100% respondents, 52% respondents are gives 1rank- Very Important to Lighting at this store, 50% respondents are gives 1rank- Very Important to Air Conditioning at this store, 37% respondents are gives 1rank- Very Important to Colour Walls, Pillars, Space, Carpet at this store, 41% respondents are gives 1rank- Very Important to Floor Planning at this store. It means that most of the respondents says about these all 4factors are Lighting, Air Conditioning, Colour Walls Pillars Space Carpet, Floor Planning . Is Important factors to create Good Store Environment & also create Impact on customer mind.

FINDINGS
Finding No. 1 :- Out of 100% respondents, 30% of respondents visit Big Bazaar in a month ONCE time, 27% of respondents visit TWICE, 14% of respondents visit THRICE, 12% of respondents visit MTHAN THRICE, 17% of respondents visit OCCASIONALLY. It means that most of the respondents visit Big Bazaar in month ONCE time. Finding No. 2 :-Out of 100% respondents, by customer told the reason of shop at Big Bazaar, 14% of respondents told VALUE FOR MONEY, 18% of respondents told PRODUCT VARIETY, 12% of respondents told QUALITY, 10% of respondents BRAND, 24% of respondents told ONE STOP SHOPPING, 10% of respondents told BETTER OFFERING, 6% of respondents told CUSTOMER SERVICE, 6% of respondents told OTHER REASON like some Ladies told Good Trial Room, some MENS told comparison in between product range. It means that most of the respondents gives weight-age to VALUE FOR MONEY, PRODUCT VARIETY, ONE STOP SHOPPING. Finding No. 3 :-Out of 100% respondents, 19% of respondents spend 10-20 MINUTES for shopping at Big Bazaar, 34% of respondents spend 20-40 MINUTES, 24% of respondents spend 40-60 MINUTES, 13% of respondents spend 1-2 HOURS, 10% of respondents 2-3 HOURS. It means that most of the respondents shop at Big Bazaar 20 to 40 minutes. Finding No. 4 :- Out of 100% respondents, 28% of respondents are STRONGLY AGREE about Big Bazaar has modern looking equipment & fixtures, 37% of respondents are SOMEWHAT AGREE, 19% of respondents are NEUTRAL, 8% of respondents are SOMEWHAT DISAGREE, 8% of respondents are STRONGLY DISAGREE. It means that most of the respondents are agree about at the Big Bazaar store has modern looking equipment & fixtures. Finding No. 5 :-Out of 100% respondents, 25% of respondents are STRONGLY AGREE about Big Bazaar store arrangement & layout of the store, 25% of respondents are SOMEWHAT AGREE, 29% of respondents are NEUTRAL, 12% of respondents are SOMEWHAT DISAGREE, 9% of respondents are STRONGLY DISAGREE. It means that most of the respondents are agree about Big Bazaar store arrangemnt & their layout make it easy for customer to find what they need. Finding No. 6 :-Out of 100% respondents, 10% of respondents are told VERY GOOD about Big Bazaar Billing counter process, 20% of respondents are told GOOD, 21% of respondents are told AVERAGE, 35% of respondents are told POOR, 14% of respondents are told VERY POOR. It means that most of the respondents are experienced about at Big Bazaar Billing counter process is poor. Finding No. 7 :-Out of the 100 respondents, 10% of respondents are told VERY GOOD about the Response of Sales Representative of Big Bazaar store, 17% of respondents are told GOOD,

35% of respondents are AVERAGE, 26% of respondents are told NOT AT ALL GOOD, 12% of respondents are told WORST. It means that most of the respondents told the response of Sales Representative at Big Bazaar is AVERAGE & NOT AT ALL GOOD. Finding No. 8 :-In the overall graph, out of the 100% respondents, 36% respondents are gives 2 rank- Good to Cleanliness/Hygiene at this store, 39% respondents are gives 2 rank- Good to Attractiveness at this store, 34% respondents are gives 2 rank- Good to Convenience at this store, 29% respondents are gives 2 rank- Good to Space Planning at this store. It means that most of the customers are satisfied about these all 4Internal factors is Cleanliness/Hygiene, Attractiveness, Convenience, & Space Planning. Finding No. 9 :- In the overall graph, out of the 100% respondents, 32% respondents are gives 4rank- Poor to Employee Interaction at this store, 31% respondents are gives 4rank- Poor to Toilet & Drinking Facility at this store, 27% respondents are gives 3 rank- Neutral to Trolley Movement at this store. It means that most of the respondents are not satisfied about these all 3 Internal Factors is Employee Interaction, Toilet & Drinking Water Facility, Trolley Movement. Finding No. 10 :-In the overall graph, out of the 100% respondents, 30% respondents are gives 3 rank- Neutral to Frontage & Entrance at this store, 36% respondents are gives 4rank- Poor to Parking Facility at this store. It means that most of the respondents are satisfied about the External Store Environment Factors is Frontage & Entrance , & Most of the customers are not satisfied about the External Store Environment Factors is Parking Facility. Finding No. 11 :-In the overall graph, out of the 100% respondents, 37% respondents are gives 2 rank- Important to Furniture Fixture Arrangement at this store, 51% respondents are gives 2 rank- Important to Displaying Products Signages at this store, 32% respondents are gives 2 rank- Important to Fragrance at this store, 40% respondents are gives 1rank- Very Important to Background Music at this store. It means that most the respondents says about these all 4factors are Furniture Fixture Arrangement, Displaying Products/Signages, Fragrances, Background Music. Is Important factors to create Good Store Environment & also create Impact on customer mind. Finding No. 12 :-In the overall graph, out of the 100% respondents, 52% respondents are 1rank- Very Important to Lighting at this store, 50% respondents are gives 1rankImportant to Air Conditioning at this store, 37% respondents are gives 1rankImportant to Colour Walls, Pillars, Space, Carpet at this store, 41% respondents are 1rank- Very Important to Floor Planning at this store. gives Very Very gives

It means that most of the respondents says about these all 4factors are Lighting, Air Conditioning, Colour Walls Pillars Space Carpet, Floor Planning . Is Important factors to create Good Store Environment & also create Impact on customer mind.

SUGGESTION

1. The respondents were asked about the Billing Counter Process at Big Bazaar it was found
that out of 100% respondents 36% respondents told the Billing Counter Process is POOR these process takes more time, hence for good Billing Counter Process increase Billing Counter & Improve the Billing Counter Process Speed.

2. The respondents were asked about the Response of Sales Representative at Big Bazaar it
was found that out of 100% respondents 35% & 26% respondents told the Response of Sales Representative is AVERAGE & NOT AT ALL GOOD , hence work on that point & improve his skills.

3. The respondents were asked about the Parking Facility at Big Bazaar College Road &
City Center it was found that Out of 100% respondents 36% & 19% respondents told the Parking Facility at this store is chargeable & very Poor as compare Nasik road store, hence Provide Free & Good Parking Facility.

4. The respondents were asked about the Air Conditioning System at this Big Bazaar store it
was found that Most of the customer told the Air Conditioning is most of the time switched off, they faces sweating problem hence work on that point.

CONCLUSION
1. Impact of Store Environment depends upon various factors like Furniture Fixture arrangement. Displaying Products or Signages, Floor Planning, Air Conditioning, Response of Sales Representative, hence maintaining the all points is very essential. 2. Impact of Store Environment has Direct Relationship with customer product purchasing decision, hence create create Themes is very essential. 3. Impact of Store Environment is affected by poor services. at Big Bazaar services Billing Counter Process, Air Conditioning System, Parking Facility, Response of Sales Representative are poor, hence customer get diverted to competitors services & their chance of losing the customers. Good Store atmosphere, Store Arrangement, & Store

BIBLIOGRAPHY :RESEARCH METHODOLOGY ( C. R. KOTHARI). MARKETING MANAGEMENT (PHILIP KOTLER 12th EDITION). KISHORE BIYANI

WEBSITES :1. 2. 3. 4. 5. www.scribd.com www. Slideshare.com www. Futurebazaar.com www.wikipedia.com www.bigbazaar.com

ANNEXURE

SUBJECT : TO STUDY THE IMPACT OF STORE ENVIRONMENT ON CUSTOMERS OF BIG BAZAAR

PERSONAL INFORMATION :Name :- . Gender :- Male Female Income :- ....................

Contact no.:- .. Age :- .. QUESTIONNARIE 1) In a month, how many times do you visit Big Bazaar ? 1) Once 2) Twice 3) Thrice 5) Occasionally

4) More than thrice

2)

Why do you shop at Big Bazaar? ( You can choose more than 1 option) 1) Value for money 2) Product variety 3) Quality 4) Brand 5) One stop shopping 6)Better Offering 7) Customer Service 8) Other specify () How much time do you spend while shopping at Big Bazaar? 1) 10-20 minutes 2) 20-40 minutes 4) 1-2 hours 5) 2-3 hours

3)

3) 40-60 minutes

4)

Do you agree that this store has modern looking equipment & fixture ? 1) Strongly Agree 2) Somewhat agree 3) Neutral 4) Somewhat disagree 5) Strongly disagree Do you agree the store arrangement or layout at this store makes it easy for customer to find what they need ? 1) Strongly Agree 2) Somewhat agree 3) Neutral 4) Somewhat disagree 5) Strongly disagree What is your experience about billing counter process of Big Bazaar? 1) Very Good 2) Good 3) Average 4) Poor 5) Very Poor How is the response of sales representative in Big Bazaar? 1) Very Good 2) Good 3) Average 4) Not at all Good 5) worst

5)

6)

7)

8)

Rate Big Bazaar on the following factors on scale of 5 where (1 represents - Excellent , 2 Good , 3 Neutral , 4 - Poor , 5 - Very poor ). Sr.No. Rating Internal Factors 1 2 3 4 5 1. Cleanliness /Hygiene 2. Attractiveness 3. Convenience 4. Space Planning 5. Employee Interaction 6. Toilet & drinking water facility 7. Trolly movement Sr.No. 1. 2. External Factors 1 Frontage & Entrance Parking Facility 2 Rating 3

9)

Please rate the importance of following store environment factors which influences customers for purchase of products where (1 represents - Very important , 2 - Important , 3 Neutral 4 - Not so Important 5 - Not at all important ). Sr.No. Rating Factors 1 2 3 4 5 1. Furniture, fixture arrangements (shelf, Table, Racks) 2. Displaying product or signages 3. Fragrance 4. Background music 5. Lighting 6. Air Conditioning 7. Colour walls, pillars, space, carpet 8. Floor planning

10)

Any Suggestions : _________________________________________________________ ________________________________________________________________________

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