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As customers taste and preferences are changing, the market scenario is also changing from time to time. Todays 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 customers changing tastes and preference, 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 todays world. Technology is one of the major factors, which is responsible for this paradigm shift in the market. Todays generation people are no more dependent on hat market and far off departmental stores. Today we can see a new era in market with the opening up of many departmental stores, hypermarket, shoppers stop, malls, branded retail outlets and specialty stores. In todays world shopping is not any more tiresome work rather its a pleasant outing phenomenon now.

The 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 in to 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 customers demand for big bazaar and the satisfaction level of customers in big bazaar. The 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 us in knowing the present customers tastes and preferences. It will help in estimating the customers future needs and wants.


Chapter- 1 Introduction

Chapter -2 Company profile (Including SWOT analysis)

Chapter -3 3.1 3.2 Objectives of the project Importance and scope of the project


Literature Review

Chapter-5 5.1 5.2 5.3

Research Methodology

Research Design Data Collection Limitations


Data analysis and interpretation

Chapter-7 2

7.1 7.2 7.3

Findings Conclusion Recommendations & Suggestions






Purchasing, generally defined as a consumers unplanned purchase which is an important part of buyer behavior. It accounts for as much as 62% of supermarket sales and 80% of all sales in certain product categories. Though impulsive purchasing has attracted attention in consumer research. Unfortunately, there is a dearth of research on group-level determinants. This research suggests that the presence of other persons in a purchasing situation is likely to have a normative influence on the decision to make a purchase. The nature of this influence, however, depends on both perceptions of the normative expectations of the individuals who exert the influence and the motivation to comply with these expectations. Peers and family members, are the two primary sources of social influence, often have different normative expectations. Thus, it has been evaluated two factors that are likely to affect the motivation to conform to social norms: a) The inherent susceptibility to social influence and b) The structure of the group Group cohesiveness refers to the extent to which a group is attractive to its members. The theory proposed by Fishbein and Ajzen helps conceptualize these effects. This theory assumes that behavior is a multiplicative function of expectations for what others consider to be socially desirable and the motivation to comply with these expectations.

Factors affecting buying behavior of SHOPING GOODS with special reference to big Bazzar in Meerut region.There are many factors which affect Consumers Behaviour in SHOPING GOODS market but we are only analysing marketers driven factors which are: Buying

Festival season Diwali , Holi, Christmas, Pongal Etc. 5

Introduction of Indian Retail Industries:

Retail is Indias largest industry, accounting for over 10 per cent of the countrys GDP and around eight per cent of the employment. Retail industry in India is at the crossroads. It has emerged as one of the most dynamic and fast paced industries with several players entering the market. But because of the heavy initial investments required, break even is difficult to achieve and many of these players have not tasted success so far. However, the future is promising; the market is growing, government policies are becoming more favorable and emerging technologies are facilitating operations. Retailing in India is gradually inching its way toward becoming the next boom industry. The whole concept of shopping has altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. Modern retail has entered India as seen in Sprawling shopping centers, multi-storied malls and huge complexes offer shopping, entertainment and food all under one roof. The Indian retailing sector is at an inflexion point where the growth of organized retailing and growth in the consumption by the Indian population is going to take a higher growth trajectory. The Indian population is witnessing a significant change in its demographics. A large young working population with median age of 24 years, nuclear families in urban areas, along with increasing working-women population and emerging opportunities in the services sector are going to be the key growth drivers of the organized retail sector in India. Retailing is the final step in the distribution of merchandise -the last link in the Supply Chain -connecting the bulk producers of commodities to the final consumers. Retailing covers diverse products such as foot apparels, consumer goods, financial services and leisure. 7

A retailer, typically, is someone who does not effect any significant change in the product execs breaking the bulk. He/ She are also the final stock point who makes products or services available to the consumer whenever require. Hence, the value proposition a retailer offers to a consumer is easy availabilities of the desired product in the desired sizes at the desired times. In the developed countries, the retail industry has developed into a full-fledged industry where more than three-fourths of the total retail trade is done by the organized sector. Huge retail chains like Wal-Mart, Carr four Group, Sears, K-Mart, McDonalds, etc. have now replaced the individual small stores. Large retail formats, with high quality ambiance and courteous. Retailing is the interface between the producer and the individual consumer buying for personal consumption. This excludes direct interface between the manufacturer and institutional buyers such as the government and other bulk customers. A retailer is one who stocks the producers goods and is involved in the act of selling it to the individual consumer, at a margin of profit. As Such, retailing is the last link that connects the individual consumer with the manufacturing and distribution chain. Retailing is more than selling goods: Retailing consists of the sale of goods or merchandise, from a fixed location such as a department store or kiosk, in small or individual lots for direct consumption by the purchaser. Retailing is a well recognized business function which compromises making available desired product in the desired quantity at the desired time. This creates a time, place and form utility for the consumer. The success of retailing is highly dependent on an efficient supply chain management. A well-developed supply chain reduces wastages and transaction cost thereby reducing the cost of inventories to be maintained by the producers and the traders. A reduction in the cost of inventory management leads to a reduction in the final price to the consumer. Retailing has been identified as a thrust area for promotion of textiles, processed foods, agricultural and horticultural produce. Retail Sector can be divided into organized and unorganized sectors: 8

Unorganized Retail: Unorganized retailing is characterized by a distorted real-estate market, poor infrastructure and inefficient upstream processes, lack of modern technology, inadequate funding and absence of skilled manpower. Therefore, there is a need to promote organized retailing.




First time a Discount Hypermarket opens at a Millanz Mall Pallav Puram Meerut Pantaloon Retail opens 2 Big Bazaars Pantaloon Retail (India) Limited, the countrys leading retailer, opens BIG BAZAARS in Meerut. The two BIG BAZAARS are located at the Wazirpur and Inderlok Metro Stations respectively. This is the first time a discount hypermarket has opened at a station and Big Bazaar is proud to be the first to offer a never-before shopping experience to the metro commuters. The national tally of BIG BAZAAR is now at 20 taking the total tally of BIG BAZAAR in NCR region to 4.Both BIG BAZAAR, PVS & BIG BAZAAR, Millanz have FOOD BAZAARS within the store. This takes the national tally of Food Bazaar to 32 and total tally of Food Bazaar in NCR to 5.

BIG BAZAAR will provide shoppers with a completely new shopping experience and make available -a range of products for every household need at never before prices Shoppers for the first time will have the widest range of products in every segment Womens Apparel, Mens Apparel, Accessories like belts and bags, Cosmetics, Gold Jewellery, Kids Wear, Stationary and Toys, Footwear, Plastics 11

and Home Dcor products, Utensils & Home Appliances, Gift Articles, food and grocery items.Food Bazaar will offer services like Live Kitchen where customers can get vegetables cut and select gravies of their choice, Golden Harvest providing best quality grain, pulses & spices, Ready to cook and Hungry Kya the ready to eat food sections. In addition, regular Food Bazaar offerings of Grains and Provisions, Farm Fresh Fruits & Vegetables, Drinks & Beverages, Dairy Products, Fabric Care products, Music Cassettes and CDs, Chill Station, Home Care Products, Accessories, Kitchen Linen. On the occasion of the launch, Mr. Kishore Biyani, Managing Director, Pantaloon Retail (India) Ltd., said, We are very proud to open BIG BAZAARS in Meerut. As has been the homemakers experience across the country, the store is a support to the homemakers untiring effort of saving the maximum while giving the best to her family. Our opening of the 2 stores in Meerut after the runaway success of the other stores at Meerut & Ghaziabad shows our commitment to this region. It also reflects the love and affection the people of this region have showered on us! Living up to its motto of Is se sasta aur accha kahin nahin", all products in BIG BAZAAR will be available at prices lower than the MRP, often up to 60% discount. In addition to this, various offers, discounts and promotions will be regularly held at the store. The consumer will experience a new level of standard in price, convenience and comfort, quality, quantity, and store service levels. BIG BAZAAR in its true hypermarket model will offer all of the above for both leading brands as also for its private labels.


Layout chart of Big bazaar located at Millanz




HELP DESK As you can see from the layout, the Help Desk is located in a place where every one has their first sight that is in front of the entrance. This shows that when a person enters in to big bazaar it can get all information about the stores of big bazaar 14

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 just at the left corner of the entrance of big bazaar. In the kids section kids accessories like diapers, trolleys, suckers, water bottles are available in one part. Kids 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 Rs59 onwards.

MENS SECTION Next to it is the mens section that is in the center. It is divided in to five parts. At one part men formal shirts are available. In other parts men trousers, suits and blazers, fabrics and ethnics are available respectively. Here the price ranges from a minimum of Rs99 to Rs899.

LADIES SECTION Next to it is the ladies section that is in the extreme right side. The ladies section is segregated in to seven parts. Ladies section starts from ladies ethnics, ladies western wear, ladies formals (office wear), ladies accessories lingeries, ladies perfumeries, and ladies cosmetics respectively. Here the price of the apparel ranges from Rs99 to Rs1000 approx.


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 At the extreme corner there is a sports store where various kinds of sport items are available.

Food Bazaar The food bazaar is in the 1st 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 and can relax.

Cash Counter The cash counter is located just near the exit


Company profile

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. Headquartered in Mumbai (Bombay), the company operates over 10 million square feet of retail space, has over 1000 stores across 61 cities in India and employs over 30,000 people. The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, aLL, Top 10, mBazaar and Star and Sitara. The company also operates an online portal, A subsidiary company, Home Solutions Retail (India) Limited,

operates Home Town, a large-format home solutions store, Collection i, selling home furniture products and E-Zone focused on catering to the consumer electronics segment. Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the US-based National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona. Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space. Pantaloon is not just an organization - it is an institution, a centre of learning & development. We believe that knowledge is the only weapon at our disposal and our quest for it is focused, systematic and unwavering.


At Pantaloon, we take pride in challenging conventions and thinking out of the box, in travelling on the road less traveled. Our corporate doctrine Rewrite Rules, Retain Values is derived from this spirit. Over the years, the company has accelerated growth through its ability to lead change. A number of its pioneering concepts have now emerged as industry standards. For instance, the company integrated backwards into garment manufacturing even as it expanded its retail presence at the front end, well before any other Indian retail company attempted this. It was the first to introduce the concept of the retail departmental store for the entire family through Pantaloons in 1997. The company was the first to launch a hypermarket in India with Big Bazaar, a large discount store that it commissioned in Kolkata in October 2001. And the company introduced the country to the Food Bazaar, a unique 'bazaar' within a hypermarket, which was launched in July 2002 in Mumbai. Embracing our leadership value, the company launched aLL in July 2005 in Mumbai, making us the first retailer in India to open a fashion store for plus size men and women. Today we are the fastest growing retail company in India. The number of stores is going to increase many folds year on year along with the new formats coming up. The way we work is distinctly "Pantaloon". Our courage to dream and to turn our dreams into reality that change peoples lives, is our biggest advantage. Pantaloon is an invitation to join a place where there are no boundaries to what you can achieve. It means never having to stop asking questions; it means never having to stop raising the bar. It is an opportunity to take risks, and it is this passion that makes our dreams a reality.Come enter a world where we promise you good days and bad days, but never a dull moment!


Future Group
Future Group is one of the countrys leading business groups present in retail, asset management, consumer finance, insurance, retail media, retail spaces and logistics. The groups flagship company, Pantaloon Retail (India) Limited operates over 10 million square feet of retail space, has over 1,000 stores and employs over 30,000 people. Future Group is present in 61 cities and 65 rural locations in India. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and online retail format,

Future Group companies includes, Future Capital Holdings, Future Generali India Indus League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling Co. Future Capital Holdings, the groups financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels. The groups 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 Talwalkars, Blue Foods and Liberty Shoes.Future Groups vision is to, deliver Everything, Everywhere, Every time 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.



Mr. Kishore Biyani Managing Director (FUTURE GROUP)

Major Milestones 1987 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser, Indias first formal trouser brand. 1991 1992 Launch of BARE, the Indian jeans brand. 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 21

company starts the distribution of branded garments through multi-brand retail outlets across the nation. 1995 1997 2001 John Miller Formal shirt brand launched. Pantaloons Indias family store launched in Kolkata. Big Bazaar, Is se sasta aur accha kahi nahin - Indias first hypermarket chain launched. 2002 2004 Food Bazaar, the supermarket chain is launched. Central Shop, Eat, Celebrate In The Heart Of Our City - Indias first seamless mall is launched in Bangalore. 2005 Fashion Station - the popular fashion chain is launched

aLL a little larger - exclusive stores for plus-size individuals is launched


Future Capital Holdings, the companys financial arm launches real estate funds Kshitij and Horizon and private equity fund Indivision. Plans forays into insurance and consumer credit.


Multiple retail formats including Collection i, Furniture Bazaar, Shoe Factory, EZone, Depot and are launched across the nation. Group enters into joint venture agreements with ETAM Group and Generali.

Big Bazaar has initiated the process of Auto Replenishments Systems, thus improving operational efficiencies and productivity. The company has also rationalized nearly 250 vendors through better vendor management in terms of potential to expand, and for inclusion and upgradation to the online B2B platform. The company plans to open over 60 stores across India in FY 2008, and the opening of the 100th Big Bazaar store will mark the fastestever expansion by a hypermarket format.

discovering the new consumer


Based on the companys in-house consumer data and research, and in cognizance with observations on customer movements and the shopping convenience factor, Food Bazaar has initiated certain refurbishments and layout design across all stores. The intention is to continuously change with the times and demands of the evolving Indian consumer. Food Bazaar also witnessed healthy expansion during the year 2006-07, making its presence felt in nearly 26 cities and adding 40 stores during the year under review. The total count of Food Bazaars as on 30th June 2007 stood at 86 stores. The year under review witnessed the companys private label programme gaining significant traction. The brands have been very competitive vis--vis the established brands in quality and price terms, and have in fact scored better than national or international players in certain categories. The share of private labels as a percentage of total Food Bazaar revenues has increased significantly and comprise nearly 50 merchandise categories.


While Fresh & Pure brand entered categories like cheese slices, frozen peas, honey, packaged drinking water and packaged tea, the Tasty Treat brand received a very favorable response in new categories like namkeens and wafers. In the home care category, Caremate launched aluminum foil and baby diapers while Cleanmate launched detergent bars and scrubbers. A new format BB Wholesale Club was launched and 4 such stores have been opened so far. To be managed by Food Bazaar from the ensuing financial year, this format sells only multi-packs and bulk packs of a select range of fast moving categories and caters to price sensitive customers and smaller retailers. The company has also forged tie-ups with established companies like ITC, Adanis, DCM Group, USAID and other farm groups in Maharashtra and Madhya Pradesh to source directly from them. These alliances are expected to drive efficiencies as well as bring better products to consumers. By the end of FY 07-08, the total number of Food Bazaar stores is expected to be 200.



Mr. Kishore Biyani Mr. Gopikishan Biyani Mr. Rakesh Biyani Mrs. Ved Prakash Arya Mr. Shailesh Haribhakti Mr. S Doreswamy Dr. D.O. Koshy Mrs. Anju Poddar Mrs. Bala Deshpande Mr. Anil Harish

Managing Director Whole time Director Whole time Director Director Independent Director Independent Director Independent Director Independent Director Independent Director Independent Director


7.3 About the Pantaloon Retail (India) Limited Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai (Bombay), the company operates over 16 million square feet of retail space, has over 1000 stores across 73 cities in India and employs over 30,000 people. The companys leading formats include Pantaloons, a chain of fashion outlets, BIG BAZAAR, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include Brand Factory, Blue Sky, aLL, Top 10 and Star and Sitara. The company also operates an online portal, Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India) Limited. This entity has been created keeping in mind the growth and the current size of the companys value retail business, led by its format divisions, BIG BAZAAR and Food Bazaar. The company operates 140 BIG BAZAAR stores, 170 Food Bazaar stores, among other formats, in over 73 cities across the country, covering an operational retail space of 27

over 6 million square feet. As a focussed entity driving the growth of the group's value retail business, Future Value Retail Limited will continue to deliver more value to its customers, supply partners, stakeholders and communities across the country and shape the growth of modern retail in India. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection, selling home furniture products and eZone focused on catering to the consumer electronics segment. Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space. 7.4 Future Group Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias leading business houses with multiple businesses spanning across the consumption space. While retail forms the core business activity of Future Group, group subsidiaries are present in consumer finance, capital, insurance, leisure and entertainment, brand development, retail real estate development, retail media and logistics. Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000 people and is listed on the Indian stock exchanges. The company follows a multi-format retail strategy that captures almost the entire consumption basket of Indian customers. In the lifestyle segment, the group operates Pantaloons, a fashion retail chain and Central, a chain of seamless malls. Future Group believes in developing strong insights on Indian consumers and building businesses based on Indian ideas, as espoused in the groups core value of Indianness. The groups corporate credo is, Rewrite rules, Retain values. 28

7.5 Future Group Manifesto Future the word which signifies optimism, growth, achievement, strength, beauty, rewards and perfection. Future encourages us to explore areas yet unexplored, write rules yet unwritten; create new opportunities and new successes.

We, in Future Value Retail Group, will not wait for the Future to unfold itself but create future scenarios in the consumer space and facilitate consumption because consumption is development. Thereby, we will effect socio-economic development for our customers, employees, shareholders, associates and partners.

Our customers will not just get what they need, but also get them where, how and when.

We will not just post satisfactory results, we will write success stories. We will not just operate efficiently in the Indian economy, we will evolve it. We will not just spot trends; we will set trends by marrying our understanding of the Indian consumer to their needs of tomorrow.

7.6 SWOT AnalysisPantaloons Retail India Limited Strengths: Vast range of products under one roof helping in attracting in customer and their family to shop together and enjoy the experience.


Ability to get products from customers at discounted price due to the scale of business. Specialized services give niche advantage to the Company to have better and faster access to the customer needs. Cost control initiatives and frugal culture that is critical in a retail operations business Periodical reviews of the various operations have been done on regular basis. Weaknesses: Increased size of operation has the risk of execution and management. High attrition rate of employees.

Opportunities: Can expand the business in smaller cities as there is a lot of opportunity. Competitive advantage over competitors and also ensuring that the Companys expansion plans on track. Threats: The organized retail business is evolving faster and with the availability of various options from the Company as well as the competitors, the business risk has increased.


In the current environment, for any company the cost of doing business, including costs associated with energy, real estate, people etc and this can have an impact on the margins. With the increase of the size of operation the Company will also have the risk of the execution and management. Margin of business reducing all the time.

7.7 STORE STUDYBIG BAZAAR Sahara GANJ Mall, Sahanjaf Road Hazratganj, Lucknow Phone No.- 0522-4007777 This store is of 3 floor and divided into 3 levels based on the nature of products. There are 42 departments in this store and 210 Human Resource employed. As this store is big enough with 3 levels and 42 departments has long product range and product depth. Ones a customer get inside the store he will find all kinds of products available that may be Food item, Cosmetic, Electronic, Garments, Furniture etc. Because of these features it has a very good reputation in that area and customers who are residing far away and in other areas they also visit the store.




Crockery, Plastics

-Buckets, Casseroles, Containers, Boxes, Flasks, Bowls,Jugs & Sippers, Bottles & Mugs, Crockery cutlery, Table Materials/Napkins, Casseroles , Dinner sets, Wine, Juice Glasses. (Brands- Prestige, Milton, Cello, Bharat, Poly set etc.)


- Plates, Bowls, Glasses, Non-stick Cookwares, Kitchen tools, Tiffin Boxes. (Brands- Milton, Dream Line, Cello, Bharat, Poly set, Chetan etc)

Personal Care

- Soaps, Toothpaste, Toothbrash, Shampoo, Deodorants, Body Spry, Hair Oil, Baby food, Talcum Powder, Face Wash, Face Cream (Brands- Colgate, Close Up, Pepsodent, Parachute, ITC products, Lux International, Hamam, Sach, Godrej No.1, Sunsilk, Head & Shoulders, Axe, Nivea, Jo, Oral-B, Ponds, Parachute, Dabur Amla, Bajaj Almond Drops, Hair & Care, Clinic Plus and many more brands)

Home Care, Fabric Care

- Phenyl, Detergents, Dish wash, Tissue papers, Scratch, Shoe cases, Fresh wrap


( Brands- Lysole,P&G {Tide}, HUL {Rin,SurfExcel}, Clean Mate , Nirma, Mr.White, Brite, Ezee, Wipro etc) Ready to Eat - Noodles, Pasta, Ketchup, Cerelac, Soup, Namkeen, Pop Corn etc. ( Brands- Maggi, Smith & Jones, Chings, Kissan, Knorr, Haldiram, Lehar, Heniz, Nestle, Nissin Top Ramen, Tasty Treat, Pasta Treat, Act II etc. ) Ready to Cook - Alurdom, Korma, Sukto, Chap, Paneer Malai, Alu Matter, Tarka, Soyabean, Rajma etc. ( Brands- MTR, Mothers, Aashirvaad, Gits, and many more local brands are available in the store ) Refrigerated Product - All kinds of refrigerated products are available in the store. ( Brands- Green Valley etc. ) Sweet and Farson - All kinds of sweets and farson. For eg. Rasgulla, Barfi, Milk Cake, Samosa, Kaju made sweets, Dhokla etc.) Confectioneries - All kinds of Chocolates & Confectionaries. (Brands- Cadbury, Nestle, Parle, Mr. Brown etc) Candies and Dry Fruits - Cashew, Almond, Kismis, Ground Nut and many more candies and dry fruits are available in the store. Beverages - Soft Drinks, Mineral Water, Health Drinks, Juices (Brands- Coca Cola, Pepsi, Mirinda,7 up, Mountain Dew, 33 Harpic, Domex, Scotch

Sprite, Be Naturals, Tastey Treat, Bisleri, Aquafina, Parle XS, V Fresh, Mazaa, Silce, Thumps Up, Appy Fizz and many more) Fruits and Vegetables - Farm Fresh ( Tomato, Potato, Onion, Garlic, Mint, Ginger, Cauliflower, Apple, Grapes, Mango, Banana, Orange, Strawberry etc. and all types of seasonal Fruits and Vegetables) Staple - Pulses, Rice, Flour, Rava, Oils, Pure Ghee, Spicy items, Soups, Bread items, Pickle, Corn Falks, Wafers, Cookies, Biscuits etc. (Brands- Aashirvaad, Pillsbury, Sunflower, Ashok, Gemini, V Fresh, Fortune, Dhara, MTR, Mr. Brown, Milk made, Kelloggs, Tastey Treat, Smith & Jones, MDH, Everest, Parle, Priya Gold, Tea and Coffee - Red Label, Tazaa, Tajmahal, Gold, Sehatmand, Classic, Instant Coffee . 7.7.2 FIRST FLOORDepartmentsLadies Ethnic - Salwar Kurta, Kurti etc. ( Brands- Sristhi, Kalakruthi etc.) Ladies Western - Jeans,Top,Skirts ( Brands- Bretni, DJ & C, Ruff & Tuff, Famous Basics and many more brands) 34

Ladies Sringar

- Face Cream, Hair Colour, Nail Polish, Nail Polish,Remover etc. ( Brands- Ayur Herbals, Revlon, Joves, VLCC, Lotus, Lakme, Charlie, Shahnaaz Hussain etc. )

Ladies Handbag Ladies Accessories

- All types of Ladies handbags are available. - Bangels, Jewelry Set, Bracelets, HairAccessories, Bindies, Chain

Lingerie and Nightwear

- Bra, Panty, Nightwear etc. ( Brands- Paris Beauty, VIP, AFL etc. )

Sarees and Dress Material - Brands- Sristhi and Riya Ritu etc. Mens Formal and Fabric - Executive Shirts, Paints, Trousers ( Brands- AFL, Knighthood, Privilege Club etc.) Mens Casual -Trousers, Jeans, T-Shirts etc. ( Brands- Levis Signature, DJ & C, Famous Basics, Spunk ) Mens Ethnic - Kurta Paijama, Short Kurta, Sherwani ( Brands- Shatranj and Sultan ) Mens Sportswear - T-Shirts, Shorts, Upper & Lowers etc ( Brands-Spandlings, Spunk etc. ) Mens Accessories - Shaving Cream, Aftershave Lotion, Face Cream, Scissor Deodorants, Razors, Hair Gel, Hair Oil, Perfume, Alum, Comb, Face Wash etc.


( Brands- Palmolive, Axe, Hair & Care, Navratna, Old Spice, Denim, Barley Cream, Glide, Gillette, Nivea, Fair & Handsome, Garnier, Nomarks, Parachute, Laser and many more brands are available. ) Mens Denim and T-Shirts - Cargo, Denim Jeans, T-Shirt (Brands- Levis Signature, DJ & C, Famous Basics,Spunk) Mens Party wear - Party wear Shirts ( Brands- Studio NYX etc.) Kids wear and Accessories - T-Shirts, Jeans, Cargo, CodRaw, Co-ordinates, Rain Cotes, Frocks, Skirts, Top, Trousers, Shirts, Kurta-Paijama, Jhabals, Baba Suits, Vests and Under wear. ( Brands- Tara Rum Pum, Disney, Pink & Blue, Power Ranges, VIP, Johnson & Johnson etc.) Toys and Sports Good - Soft Toys, Educational Toys, Board Games, Action Figure, Dolls ( Brands- Fun School, Venus, Mitashi, Creative, Unitied) Gold Bazaar - Navaras (This is the separate unit not related to BIG BAZAAR they share profits on percentage basis.) Watches and Mobiles - Brands- Escort, Lumax, Maxima, Fastrack, Nokia, LG, Sumsung, Motorola, Sony, Optima, Baywatch, Virgin etc. Sunglasses Stationery - Fastrack and many more. - Pencils, Cutter, Scale etc. ( Brands- Stick, Park, Cello, Fiber Castle etc. ) 36

7.7.3 SECOND FLOORStationery Book Depot, Natraj, Apasra, Disney, Dictionarys etc. (Brands-Kangaroo, Built, Matrix, 3M, Kores, Stick, Park, Atlas etc. Electronics DVD, CD, Speakers, Digital Camera, Iron, Inventor, Water Heater, Gyer, Washing Machine, Air Conditioners, Toaster, Hair Dresser, Vaccum Cleaner, Fans, Hand Blender, Electric Cattle etc. ( Brands-LG, Sony, Sumsung, Koryo, Philips,Sensei, Remson, Kodak, Luminous, Whirlpool, Bajaj, Symphony, Insala, Toshiba, Eureka Forbes, Omega, Panasonic, Trendy, Kenstar, Prestiage, Maharaja Whiteline, etc.) Furniture Bazaar Beab Bag, Sofa Set, Dining Glass Table, Woardrobe, Bed, Table, Shoe Rack Star Sitar Home Linen Cosmetics, Fragrances, Herbals, Pharmaceuticals. Bed Quilts, Cotton Bath Towel, Terry Bath Towel, Fleece Blanket, Yellow Duster, Jaipuri Razai, Footmates, Kitchen Towel, Chatai, ( Brands- Bombay Dyeing, Cozy Dreams, Million Choice, Easy Life, Sapana Carpets & Mats etc.) Luggage Laptop Bag, Ladies Hand Bag, Strolley, Suitcase, Briefcase, School Bag, Air Bag, CD Case etc.


(Brands- American Tourister, Milestones, Sara, Vogue, President, Star Dargon, VIP Skybags, Safari, D-Tachi, Avon, Genius, etc.) Gifts Key Rings, Crockery, Fountains, Lamps, Painting,

Dreamline Mags ,Dinner Set, Cup & Saucer, Serving Tray, Candles, Photo Foot wear Bazaar Ladies Sandals, Casual Shoes, Sports Shoes, Kids Shoes, Sleepers Auto Accessories Helmets, Seat Cover, Steering Cover, Wheel Covers etc.

7.8 Life Cycle of BIG BAZAAR-




7.10 Marketing Mix of BIG BAZAAR-

1. Product Mix-


2. Pricing

Value pricing 41

Promotional pricing Low interest financing Psychological discounting Special event pricing

Differentiated Pricing Time pricing


7.11 Positioning of BIG BAZAAR-

7.12 Organization Value and Customer Value-


7.13 Future Strategy of BIG BAZAAR7.14 Marketing StrategyActivities Big wish Baby registry and marriage registry Women forum and dress designer will be appoint in all the store Interior decorator Networking through internet Religion Corner Adhar Rural Centric Market Tie up with IPL Improving Quality of product 7.15 Organization Structure:-


Marketing Mix Process Promotion

All the population Married couple, waiting for marriage Women Those customer who are very specific about their decision. All loyal customer, other net user . All the aesthetic people 720 million consumer across 627000 villages. Sports lover Prevailing as well as Prospect customer

Public relation People

E-marketing Product Mix Place Promotion Product

Organization Structure (Zonal) 43

President Vice President

Marketing Manager Head

HR Category Manager Manager

Finance Manager


Marketing Head

HR Head

Category Head

Finance Head

Store Manager


At BIG BAZAAR in Lucknow: Store Structure-

Store Manager

Assist Store Manager

Dept Manager

Human Resource


Info Tech

Visual Merchandise Marketing Assist DM Assistant HR Team Leader Maitanance Security House Keeping Team Members CSD(Customer Service Desk) Cashier Cashing Depot

7.16 SECURITY MEASURES Pantaloon Apparel, food, etc. POS: Home-grown solution SAP Retail BI and Data warehouse: Congos (process of evaluation) handheld scanners at Food Bazaar VPN: Company-wide network linking all the branches 45

They have loss prevention cell (LPC) that will be looking after the safety measures in the organizations. There are 5 members in each store. 7.17 Supply Chain Management-


C & F Agent



Large Retailer

Modern Trade Retailer

Small Retailer






The organization structure for Big bazaar is flat in nature. For Big bazaar, the divisions are apparel, non apparel and the new business division, which includes gold, footwear and the shop-in-shops. For Food Bazaar, a separate teem has been created which again works independently.

About 1,800 people work for Big bazaar directly. Support and ancillary services comprise another 400 people. A new trainee is put through a basic three day training program before going on the shop floor. Evaluation is done every six months.

Saving is key to the Indian middle class consumer. The store, which would be created, had to offer value to the consumer. Keeping this in mind, the concept of Big bazaar was created. In India, when a customer needs some thing for the home, a typical thought is to seek it from the bazaar. A bazaar is a place where a complete range of products is always available to the consumer. This is true across India. As the store would offer a large mix of products at a discounted price, the name Big bazaar was finalized. The idea was to recreate a complete bazaar, with a large product offering (at times modified to suit local needs) and to offer a good depth and width in terms of range. The mind to market for the first store was just six months.

Price was the basic value proposition at Big bazaar. The Big bazaar outlets sold a variety of products at prices, which were 5 to 60 percent lower than the market price. The line Isse sasta aur achha kahin nahin emphaised this.



A retailer or retail store is any business enterprise whose sales volume comes primarily from retailing. Retail organizations exhibit great variety and new forms keep emerging. There are store retailers, non store retailers, and retail organizations. Consumers today can shop for goods and services in a wide variety of stores. The best-known type of retailer is the department store. Japanese department stores such as Takashimaya and Mitsukoshi attract millions of shoppers each year. These stores feature art galleries, cooking classes, and childrens playgrounds. A retailer is at the end of the distributive channel. He provides goods and service to the ultimate consumers. This he does through his small organization, with the help of a few personnel. In an individual retail store there is not much scope for organization except in the sense that the shopkeeper has to organize apportions his time and resources. The need for organization becomes essential as soon as he hires people o enters into partnership or takes the help of members of his family in running his store. A retailer deals in an assortment of goods to cater to the needs of consumers. His objective is to make maximum profit out of his enterprise. With that end in view he has to pursue a policy to achieve his objective. This policy is called retailing mix. A retailing mix is the package of goods and services that store offers to the customers for sale. It is the combination of all efforts planned by the retailer and 50

embodies the adjustment of the retail store to the market environment. Retailing mix, a communication mix and a distribution mix. The maximum satisfaction to the customers is achieved by a proper blend of all three. The success of the retail stores, therefore, depends on customers reaction to the retailing mix which influences the profits of the store, its volume of turnover, its share of the market, its image and status and finally its survival.

Retailing is the set of business activities that adds value to the products and services sold to the consumer for their personal or family use.

a "retailer" buys goods or products in large quantities from manufacturers or importers, either directly or through a wholesaler, and then sells smaller quantities to the end-user. Retail establishments are often called shops or stores. Retailers are at the end of the supply chain. Manufacturing marketers see the process of retailing as a necessary part of their overall distribution strategy. The term "retailer" is also applied where a service provider services the needs of a large number of individuals, such as a public utility, like electric power.


Retailing is an important institution in our society, Retailing provides considerable value to consumers while giving people opportunities for rewarding and challenging careers. Retail formats and companies are now major factors in the industry. The key to successful retailing is offering the right product, at the right price, in the right place, at the right time, and making a profit. Retailers must understand what customers want and what competitors are offering now and in the future.

The World of Organized Retailing

Retailers are using sophisticated communications and information systems to manage their business. The use of new technologies helps retailers reduce their operations costs, while better serving their customers. To compete against non-store retailers, stores are now becoming more than just places to buy products. They are offering entertaining and educational

experiences for their customers. In this dynamic environment, entrepreneurs are launching new companies and concepts and becoming industry leaders, while traditional firms have had to rethink their business. Retail managers today must make complex decisions on selecting target markets and retail locations, determining what merchandise and services to offer, negotiating with supplier and distributing merchandise to stores, training and


motivating sales associates, and deciding how to price, promote and present merchandise.

The retail mix is the combination of factors retail used to satisfied customer needs and influences their purchase decision. Its include the type of merchandise and services offered, merchandise pricing, advertising, promotional programs store design merchandise display, assistance to customer provided by salespeople, and convenience of the stores location.

Retail mix is the term used to describe the various elements and methods

required to formulate and execute retail marketing strategy. Retail managers must determine the optimum mix of retailing activities

and co-ordinate the elements of the mix. The aim of such coordination is for each store to have a distinct retail

image in consumers mind. The mix may vary greatly according to the type of the retailer is in, and

the type of product/services. While many elements may make up a firms retail mix, the essential elements may include:

Store location, merchandise assortments 53

Store ambience, customer service, price, Communication with customer Personal selling Store image Store design Sales incentives People Process Physical evidence

Composition of retail mix


Product Price Promotion People Process Physical Environment


Key element
1)Place (store location) 2)Product (merchandise)

Target market Channel structure Channel management benefits

Product development Product management Product features and

Retailer image Retail logistics Retail distribution

Branding Packaging



Costs mixes



Profitability Value for money Competitiveness Incentives Quality Status After-sales services

Advertising management Sales promotion Sales management Public relations Direct marketing


5)People element

6)Process element

Staff capability Efficiency Availability Effectiveness Customer interaction Internal marketing

Order processing Database management Service delivery Queuing system Standardisation

Retail mix planning

Retail mix plan consists of:

Setting objectives Systematic way of identifying a range of options. Formulation of plans for achieving goals Logical sequence of retailing activities.

Importance of Retail mix planning

Hostile and complex retail environment External and internal retail organisation factors interact 56

Maximising revenue Maximising profit Maximising return on investment Minimising costs

Each element has conflicting needs All these variables interact All these variables result in optimum compromise.

Approaches to planning
Top down approach

Retail management sets goals and plans for all levels of management.

Bottom up approach

Various units prepare own goals and plans sent up for approval.

It is the effective blending of all the elements of retail mix activities within the retail organization that determines the success of retail management. Discuss this statement and explain with retail examples how the elements of retail mix could be blended to ensure the success of retail operation.


Product Layout Chart

Ground Floor First Floor

1. Ladies Western 2. Ladies Ethnic 3. Saree and Dress Materials 4. Night wear/Lingerie 5. Boys and Girls 6. Infants 7. Toys 8. Mens Formals 9. Mens Ethnic 10. Mens Casuals 11. Mens Accessories 12. Mens Party 13. Denim and T-shirts 14. Sportswear 15. Footwear 16. Home Linen 17. Luggage 18. Sunglasses and Watches

1. Fruits and Vegetables 2. Golden Items 3. Ready to eat 4. Ready to cook 5. Sweets and Farson 6. Spices 7. Beverage 8. Confectionaries 9. Tea and Coffee 10.Personal Cars 11.Plastics 12.Utensils 13.Crockeries 14.Appliances




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 near by 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





There was a study conducted by Sales & Customer Service Department of Bigbazaar. According to this study the researchers find the tips to increase the impulsive sales of the flowers. The findings of the study were: Tips for Boosting Sales: Creating variety in the department with frequent changes of display and movement of regularly sold merchandise also entices customers. Recognizing items that typically make a minimal contribution to sales and replacing them with items that create "sales appeal" increases the likelihood of sales. Displays that tie in with a national slogan or storewide theme generate interest, as do displays that highlight special products and services. Tip 1: use color to create original, eye-catching displays. Tip 2: use themes to create interest in unusual products and renew interest in everyday items. Tip 3: keep undecorated plants available to attract consumers who are buying for themselves. Tip 4: create displays that emphasize special products or services. Tip 5: change stock and displays often so consumers are drawn into the department each week. Tip 6: be flexible enough to change an item or arrangement that isnt selling. Tip 7: have a person on hand to provide information and assistance at all times. Tip 8: create a friendly, comfortable atmosphere with accessible displays that encourage browsing. Tip 9: offer only quality plants and floral arrangements. Tip 10: situate the department so that customers know where it is and can see it from most areas of the store.


The Kano et al. (1996) model of customer satisfaction classifies product attributes based on how they are perceived by customers and their effect on customer satisfaction (Kano, Serakuet al. 1996). According to the model, there are three types of product attributes that fulfil customer satisfaction to a different degree: 1) basic or expected attributes, 2) performance or spoken attributes, and 3) surprise and delight attributes.

A competitive product meets basic expected attributes, maximises performances attributes, and includes as many excitement attributes as financially feasible. In the model, the customer strives to move away from having unfulfilled requirements and being dissatisfied

The performance or spoken attributes (the central line of the model) are those expressed by customers when asked what they want from the product. Depending on the level of their fulfilment by a product or a service these requirements can satisfy or dissatisfy consumers.

The basic or expected attributes (lower curve in the model) are basic attributes, which customers take for granted and they are so obvious that they are not worth mentioning. While the presence of these attributes is not taken into account, their absence is very dissatisfying. The surprise and delight attributes (upper curve in the model) lay beyond customers expectations. If they are present they excite the customer, but their absence does not dissatisfy, as customers do not expect them.

A successful combination of expected and exciting attributes provides a company with an opportunity to achieve competitive advantage. A successful company will correctly identify the requirements and attributes and use them to document raw data, user characteristics, and important service or product attributes.


To make information about the identified requirements about attributes understandable and useful for designers, a so-called Quality Function Deployment (QFD) approach is often being used. The goal of QFD is to assure that the product development process meets and exceeds customer needs and wants and that customer requirements are propagated throughout the life cycle of the product. The approach uses a number of matrices, which help translating customer requirements into engineering or design parameters, specifying product features, manufacturing operations and specific instructions and cont rols. QFD allows for the minimising of errors and the maximising of product quality for customers. The approach is probably the only existing quality system with such strong orientation to customer satisfaction.

Innovation framework

The process of adopting new products has also been studied within innovation adoption literature, and in particular the Rogers (1995) innovation framework. The framework suggests five steps, through which an adopter goes to the adoption of a new product or a service (Rogers 1995: 36):

first knowledge of an innovation forming an attitude toward the innovation decision to adopt or reject implementation of the new idea confirmation of this decision Rogers model closely resembles the customer satisfaction model by Engel et al. (1995), see (Figure 3). The first knowledge is acquired when an individual is provided with the information about the innovation. The attitude is formed evaluating the features of innovation and a resolution on accepting or rejecting the product follows. Implementation corresponds to the consumption and confirmation refers to the need to reaffirm the decision about the innovation adoption.

Rogers also maintained that people accept innovation differently, depending on their personality, their innovativeness, and interpersonal communication, and according to this could be classified into innovators, early adopters, early majority, late majority, and 66

laggards (Figure 6). Innovators seek newness and value the time period that is passed since the product launch. Laggards seek reassurance and confirmation about product or service qualities through interpersonal communication and word-of-mouth. A large number of studies have analysed the differences between earlier and later adopters based on socio-economic, demographic, cultural, or psychological criteria (Tornatsky, Eveland et al. 1983), (Gatignon and Robertson 1985), (Frank, Sundqvist et al. 2001),

Economists, for example, suggest that for social innovation to take place, innovators should first accept innovation and then create institutional framework that would trigger the acceptance of new practices. For the laggards to join in another mechanism the desire not to be left out of the group can be used to speed up dissemination of more sustainable practices. Besides adopter categories, Rogers also identified a range of factors affecting the rate of adoption:




Research methodology
Research methodology

Research means a search for knowledge or gain some new knowledge and methodology can properly refer to the theoretical analysis of the methods appropriate to a field of study or to the body of methods and principles particular to a branch of knowledge. Research Design : A research design is the arrangement of conditions for the collections and analysis of data in a manner that aims to Once to research purpose with economy in procedure. Universe Descriptive Research Design:-

Descriptive research studies are those studies which are concerned with described the characteristics of particular individual. In descriptive as well as in diagnostic studies, the researcher must find be able to definite clearly, what he wants to measure and must find adequate methods for measuring it along with a clear cut definition of population he wants to study. Since the aim is to obtain complete and accurate information in the said studies, the procedure to be used must be carefully planned. The research design must make enough provision for protection against bias and must maximize reliability, with due concern for the economical completion of the research study.

I have choosen descriptive research descriptive research design which is well structured. The objectives of such is to answer the who, what, when and how of the subject under investigation. 69

The universe of the study is Meerut. Sample Unit The sample unit pertaining to the study is 100 respondents of Meerut.

Sample Size The sample size of 100 served the purpose of the study. Sample Method The sampling method used is non-probability convenience sampling

Methods of data collection

Data collection
The word data means any raw information, which is either quantitative or qualitative in nature, which is of practical or theoretical use. The task of data collection begins after a research problem has been defined and research design chalked out. While deciding about the method of data collection, the researcher should keep in mind that there are two types of data primary and secondary. Primary data

This is those, which are collected afresh and for the first Time, and thus happen to be original in character. There are many ways of data collection of primary data like 70

observation method, interview method, through schedules, pantry Reports, distributors audit, consumer panel etc. The Team Managers and employees of both the Department were consulted to get information about procedure of both the online and off line share trading. But the method used by us for the primary data collection was through questionnaires. Questionnaire method For the collection of primary data I used questionnaire method. A formal list of questions, which are to be asked, is prepared in a questionnaire and questions are asked on those bases. There are some merits and demerits of this method. These as under: Merits: 1. Low cost even when universe is large. 2. It is free from bias of interviewer. 3. Respondents have proper time to answer. 4. Respondents who are not easily approachable can also be reachable. 5. Large samples can be made. Secondary data These are those data, which are not collected afresh and are used earlier also and thus they cannot be considered as original in character. There are many ways of data collection of secondary data like publications of the state and central government, reports prepared by researchers, reports of various associations connected with business, Industries, banks etc. And the method, which was used by us, was with the help of reports of the company. Sample Size 71

I have met 100 people, to know about their perception regarding companies and there policies after that I have taken 25 People they have fill up the questionnaire and given response.





Income wise distribution of customers coming to big bazaar


5% 25% Higher Income Group Middle Income Group 50% 20% Lower Income Group No Income Group


The above diagram shows the distribution of income level of customers

coming in to big bazaar. Among the 100 respondents 50% of customers are of middle income level that is between Rs20000 60000. Least number of customers visiting Big bazaar are the higher income level people 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 dont prefer to do shopping in big bazaar, as it doesnt deal with branded products. The higher-level income group people are very status conscious and their psychology is such type that they dont 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 dont like to have any shopping experience rather they just go for near by store where they can get their necessity goods. Even they purchase goods on a regular basis on a small quantity. So they dont have much interest to come to big bazaar and do shopping.


Purpose behind visiting big bazaar

Festival Shopping Outing Both

60 10 30


30% Shopping Outing 60% 10% Both


Out of the 200 respondents 60% of respondents visit big bazaar for

shopping, 10% for outing and 30% visit big bazaar for both the purposes.


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 dont have to purchase anything. People enjoy doing shopping in big bazaar. This is very nice for it as often customers purchase some goods while moving I the building. 76

1. How frequently do you visit Big Bazaar in Festival Season?


23 32 20 25


Hence Customer visit frequently to market as customer has to purchase many items during festival season


2. Apart from Big Bazaar do you intend to visit any other retail outlet in a Mall during
festival season? a) Yes b) No

yes no

75 25

yes no

Hence 75 % mean majority of the customer like visit other retail outlet also so during festival season it is nor necessary that all customer will come to big bazaar only


3. If yes then what are the other retail outlets do you intend to visit in a mall?
a) Garment Outlet b) Footwear Outlet c) Food Court d) Entertainment e) Gift Corner f) Jeweler and Watches store Garment Outlet Footwear Outlet Food Court Entertainment Gift Corner g) Jewellery and Watches store

20 5 10 10 10 45

garment footwear entertainment gift jewellary

Hence it is obvious that customer all item in festival season but jewellary and gift item are purchase more by them.


6. What is the purpose behind visiting Big Bazaar During Festival Season? Festival Shopping Outing Dating

70 23 7

70 60 50 Festival Shopping 40 30 20 10 0 Response Outing


Interpretation: Hence above chart show that most of the customers have single object to purchase for festival.


7. On an average how much amount of money do you spend in a visit to Big Bazaar During Festival Season? Below 500 500 1000 1000 1500 1500 2000 More than 2000

12 20 10 30 28

below 50 500-1000 1500-2000 more than 2000

Interpretation: Hence above chart show that most of the customers have do high purchasing at festival season..


6. Do you purchase goods because of heavy discount in festival season

yes no

70 30



Interpretation: Hence above chart show that customers are attracted by discount sale during festival season




. After analysis data collected by me at big bazaar mall this is clear that foot fall of customers is more because of discounts and

festival buying. All age group of people visit big bazaar. More and more people do heavy buying during festival season
Big bazaar is a major shopping complex for todays customers. It is a place where customers find variety of products at a reasonable price. Big bazaar has a good reputation of itself in the market. It has positioned itself in the market as a discounted store. It holds a huge customer base. The majority of customers belong to middle class family. The youth generation also likes shopping and moving around big bazaar. Volume sales always take place in big bazaar. Impulse buying behavior of customers comes in to play most of the times in big bazaar.

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. It holds a large customer base and it seemed from the study that the customers are quite satisfied with big bazaar. As of now there are 34 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.


Big bazaar is a hypermarket store where varieties of products are being sold on different product category. It has emerged as a hub of shopping specially for middle class people. Different types of products starting from a baby food to pizzas all are available under one roof. In Meerut it is the middle class people who mostly do marketing from big bazaar. Even most of the people do their monthly shopping from big bazaar.


Festivals are important part of Indian people. People celebrate many festivals like Holi , Dewali and EID etc. During festival people get together with their family and visit market and purchase things they have planed whole year. People do heavy buying during festival season so retail store like big bazaar should planned their products and discounts before festival so that publicity can attract more and more foot falls during festival.


Recommendation & Suggestions

Big bazaar should provide large parking space for its customers so that they can easily park their vehicles.

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.

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 customers 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.



Limited time available for interviewing the respondents. As a result of this it was not possible to gather full information about the respondents.

When I interviewed children and teenagers, sometimes they use to give answers under the influence of their parents or elders.

As summer training is going under summer season so sometimes people are less interested in filling up questionnaire.

Sometimes the problem which I face is language problem for which I have to make them understand.

Non-cooperative approach and rude behavior of the respondents.


If the respondents answer does not falls between amongst the options given then it will turn up to be a biased answer.


BIBLIOGRAPHY BOOKS: Kotler, Philip (2004) Marketing Management, Eleventh Edition (New Delhi: Prentice Hall of India) Kothari, C.R (1999) Research Methodology (Delhi: Global Business press) S.L. Gupta and V.V. Ratna (2004) Advertising and Sales Promotion Management, First Edition (New Delhi: Sultan Chand & Sons)

JOURNALS/ MAGAZINES: Indian Journal of Marketing Volume xxxiv (Oct 2007) Indian Journal of Management Volume xxxv (March 2009) Survey of Indian Industries The Hindu (2007)

NEWSPAPER: Times of India (March 1, 2009) Times of India (March 9, 2009)






Personal Query 1. Name: 2. Age: 3. Sex: 4. Location/Address: 5. Qualification: 6. Profession: 7. Whats your monthly income? a) Below 10,000 b) 10,000 20,000 c) 20,000 40,000 d) 40,000 60,000 e) More than 60,000


Questionnaire prepared for customers of Big Bazaar to sasfy my objectives

8. Apart from Big Bazaar do you intend to visit any other retail outlet in a Mall during festival season? a) Yes b) No

9. If yes then what are the other retail outlets do you intend to visit in a mall? a. Garment Outlet b. Footwear Outlet c. Food Court d. Entertainment e. Gift Corner f. Jewellery and Watches store

10. What is the purpose behind visiting Big Bazaar During Festival Season? a. Festival Shopping b. Outing c. Dating

11. On an average how much amount of money do you spend in a visit to Big Bazaar During Festival Season? a. Below 500 b. 500 1000 c. 1000 1500 d. 1500 2000 e. More than 2000


12. Do you go with a planned list of products to be purchased from Big Bazaar During Festival Season? a) Yes b) No

13. Do you purchase goods because of heavy discount in festival season (a) Yes ( b) No