A PROJECT REPORT ON

“A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL

REFERENCE TO BIG BAZAAR-KSRTC BANGALORE”

A project report submitted to the Visveswaraiah technological university in

partial fulfillment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION

Submitted by
ROSHAN.R.K RAO
REG. NO.: 1CR08MBA87
Under the guidance of

EXTERNAL GUIDE INTERNAL GUIDE

Name: SANDEEP KHARAKIA A.ANURADHA
Designation: Department manager Lecturer
CMR Institute of Technology
Bangalore Bangalore

SUBMITTED TO
VISVESWARAIAH TECHNOLOGICAL UNIVERSITY
BELGAUM

CMR INSTITUTE OF TECHNOLOGY

#132, AECS Layout, IT Park Road,
BANGALORE - 560 037

Mar 2010/2008-10

C.M.R. INSTITUTE OF TECHNOLOGY

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 132, AECS Layout, IT Park Road

Bangalore – 560037

Department of Management Studies

Certificate

Certified that the project work entitled “A STUDY ON CUSTOMER SATISFACTION WITH
SPECIAL REFERENCE TO BIG BAZAAR KSRTC BANGALORE” is a bonafide work
carried out by ROSHAN.R.K RAO in partial fulfilment for the award of degree of Master of
Business Administration of the Visveswaraiah Technological University, Belgaum in the year
2010. It is certified that all corrections/suggestions indicated for internal assessment have been
incorporated in the report deposited in the department library. The project report has been
approved as it satisfies the academic requirements in respect of project work prescribed for the
award of Master of Business Administration Degree.

Signature of the Guide Signature of the HOD Signature of the Director

Name of Student: ROSHAN.R.K RAO

University Seat Number: 1CR08MBA87

External Viva

Name of Examiners Signature with Date

DECLARATION
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I, ROSHAN.R.K.RAO, third semester, student of the MBA Dept. in C.M.R. Institute Of
Technology, do hereby declare that this project report entitled “A STUDY ON CUSTOMER
SATISFACTION WITH SPECIAL REFERENCE TO BIG BAZAAR KSRTC BANGALORE”,
has been submitted by me in partial fulfilment of the requirement, for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION by the Visveswariah Technology University,
Belgaum, Karnataka.

The project is an independent work and has not been submitted to any other university for the
award of any degree or diploma.

Date: Signature:

Place: Bangalore. Name: Roshan.R.K.Rao

Reg.No: 1CR08MBA87

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 ACKNOWLEDGEMENT

I wish to pledge and reward my deep sense of gratitude for all those who have made this project
come alive.

I am gratefully indebted to my internal faculty guide Prof. A.Anuradha at CMR Institute of

Technology, for encouraging me and for her constant support throughout the course of the
project and helping me complete it successfully.

A special note of gratitude goes to my external guide Mr/Ms Sandeep kharakia for providing
me an opportunity to work in this corporate exposure and for his support and guidance in this
endeavor.

I would like to express my heart-felt gratitude to thank Prof. Bholanath datta for his valuable
suggestions and moral support throughout the course of my project.,

I wish to thank chandrashekar store manager at big bazaar for all that he has done, to help me
work on my project. I finally thank my family and friends for their constant support and
guidance.

Student’s Name

Roshan.R.K.Rao

Table of Index
Serial No Contents Page No.

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 1 PART-A
Executive summary 1

Chapter I 2-
Introduction
1.1 .Industry Profile
1.2. Company Profile
1.2.1. Background and inception of the company
1.2.2. Nature of the business carried.
1.2.3. Vision, Mission & Quality Policy.
1.2.4 Products/service profile
1.2.5. Area of operation – Global / National / Regional.
Advantage to location
1.2.6. Ownership pattern – sole trader/joint
Stock/cooperative/family venture.
1.2.7. Competitors information
1.2.8. Infrastructural facilities
1.2.9. Achievement / Award if any
1.2.10. Work flow model (End to End)
1.2.11. Future growth and prospects

2 Chapter II
Mckensy’s 7S frame work with special reference to
organization under study.

3 Chapter III
SWOT analysis

4 Chapter IV
Analysis of financial statement

5 Chapter V
Learning experience

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 PART-B

7 Chapter VI

Introduction
6.1. Statement of the problem
6.2. Objectives of the study
6.3.Scope of the study
6.4. Methodology
6.4.1. Research Method
6.4.2. Sample size
6.4.3. Sampling technique
6.4.4. Data collection Technique (Primary and Secondary)
6.4.5. Data Analysis Technique
6.4.6. Arrangement of chapters/Chapter scheme/Layout.
7. Limitations of the study (Time, area, respondent’s
biasness, organization/industry related)

8 Chapter VII
Analysis, observations and inferences

9 Chapter –VIII
Findings, Suggestion, Recommendations and Conclusion

10 11. Appendices

11 12 Annexures

12 13. Bibliography

EXECUTIVE SUMMARY

Indian retail sector is witnessing one of the most hectic Marketing activities of all time. The
companies are fighting to win the hearts of customer. There is always a ‘first mover advantage’
in an upcoming sector. In India, that advantage goes to “BIG BAZAAR”. It has brought about
many changes in the buying habits of people. It has created formats, which provide all items

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under one roof at low rates, or so it claims. In this project, we will study its marketing strategies
and promotional activities.

A Study under the title “A STUDY ON THE CUSTOMER SATISFACTION WITH SPECIAL
REFERENCE TO “FUTURE GROUP”- BIG BAZAAR, KSRTC, BANGALORE” was
conducted in face to face interaction with the customers who came to shop at the store and data
filled from 400 customers. This report is based on 20 satisfactory questions. Study was
conducted through sample random population of customers at Big Bazaar. Some of the
customers were kind enough to mail back the filled questionnaire as they were busy at the store.
Some of the questions such as parking service, gift wrapping was left empty as they never used
it. The primary objective was to know the customers satisfaction level and their expectations
from the store. Customer satisfaction has been directly correlated to service quality and
employee satisfaction. Survey has shown that majority of the customers preferred Big Bazaar
over other retail stores, while a very small section of respondent customers preferred other retail
hyper markets over Big Bazaar (92%). A majority of 81% were very much satisfied with the
product and service availability at the store.

Another important objective of the study was to identify the needs and
expectations of the customers visiting the store from the store. A few questions were set to
identify the same. From the study it was revealed that a large number of customers needed ATM
(61%) and a Food Court (31%) and seating arrangements at the store, and many needed some
branded collections at the Clothing section. From the study I came to know that Big Bazaar is
spending more on advertisement as about 90% came to know about Big Bazaar from
advertisement. I understood that the customers are expecting the visit at Big Bazaar to be much
more than a mere shopping. They need convenience, recreation at the store. But overall the
customers are very much happy with the store and its services

CHAPTER I

INDUSTRY PROFILE
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Retail means selling goods and services in small quantities directly to customers.
Retailing consists of all activities involved in marketing of goods and services directly to
consumer for their personnel family and household use.

Retail is India’s largest industry, accounting for over 10 percent of the country’s
GDP and around 8 percent of the employment and the expected annual growth rate is 5%
per annum and remaining share is contributed by the unorganized sector. The main challenge
facing the organized sector is the competition from unorganized sector. Unorganized
retailing has been there in India for centuries, theses are named as mom-pop stores.
The mainadvantage in unorganized retailing is consumer familiarity that runs from
generation to generation. It is a low cost structure, they are mostly operated by owners, has
very low real estate and labor costs and has low taxes to pay. 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. According to A T Kearney, the
organized retailing is expected to be more than $23 billion revenue by 2012.

In organized retailing will grow faster than unorganized sector and the growth speed will be
responsible for its high market share, which is expected to be $ 17 billion by 2010-11.

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Recent trend

➢ Retailing in India is witnessing a huge revamping exercise as can be seen in the graph
➢ India is rated the fifth most attractive emerging retail market: a potential goldmine.
➢ Estimated to be US$ 200 billion, of which organized retailing (i.e. modern trade) makes
up 3 percent or US$ 6.4 billion
➢ As per a report by KPMG the annual growth of department stores is estimated at 24%

The organized sector is expected to grow faster than GDP growth in next few years
driven by favorable demographic patterns, changing lifestyles, and strong income
growth. This organized retail sector mix includes supermarkets, hypermarkets discounted stores
and specialty stores, departmental stores. For example, Spencer network has 69 stores,
which includes seven Spencer hypermarkets, three Spencer super markets and 49
Spencer Daily’s. Now the company is planning to open 20 stores in 10 cities in six
months. The top 10 retailers account only for 2% of total market, today modern retailing is
expected to enter a boom phase, which has major players and these players might
capture 10% of total market, within next five years. The retail sales in India for future are
shown below (data from 2005-2008 is based on estimates)

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 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 average 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. The market size of Indian retail industry is about US $312 billion. India’s
Consumption Cosmos During the past decade, Private Final Consumption Expenditure has been
the key driver of economic growth in India.

History of retailing
Retail concept is old in India. World’s first departmental store started in Rome.
Today’s kirana stores are based on Manusmriti & Kautilya’s arthshastra.
Haats, Melas, Mandis & door to door salesmen are traditional Indian retail.
Retailing and wholeselling consist of many organizations designed to bring goods and
services from the point of production to the point of use. Retailing includes all the activities
involved in selling goods or services directly to final consumers for their personal, non-
business use. Retailers can be classified in terms of store retailers, non-store retailing, and
retail organizations.
Store retailers include many types, such as specialty stores, department stores,
supermarkets, convenience stores, superstores, combination stores, hypermarkets,
discount stores, warehouse stores, and catalog showrooms. These store forms have had
different longevities and are at different stages of the retail life cycle. Depending on the
wheel-of-retailing, some will go out of existence because they cannot compete on a
quality, service, or price basis.

Non-store retailing is growing more rapidly than store retailing. It includes direct selling
(door-to-door, party selling), direct marketing, automatic vending, and buying services. Much
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of retailing is in the hands of large retail organizations such as corporate chains, voluntary
chain and retailer cooperatives, consumer cooperatives, franchise organizations,
and merchandising conglomerates. More retail chains are now sponsoring diversified
retailing lines and forms instead of sticking to one form such as the department
store.
Retailers, like manufacturers, must prepare marketing plans that include decisions on
target markets, product assortment and services, store atmosphere, pricing, promotion, And
place. Retailers are showing strong signs of improving their professional
management and their productivity, in the face of such trends as shortening retail life
cycles, new retail forms, increasing intertype competition, and polarity of retailing, new
retail technologies, and many others. Wholesaling includes all the activities involved in
selling goods or services to those who are buying for the purpose of resale or for business
use. Wholesalers help manufacturers deliver their products efficiently to the many
retailers and industrial users across the nation. Wholesalers perform many functions,
including selling and promoting, buying and assortment-building, bulk-breaking,
warehousing, transporting, financing, risk bearing, supplying market information, and
providing management services and counseling. Wholesalers fall into four groups.
Merchant wholesalers take possession of the goods and include full-service
wholesalers (wholesale merchants, industrial distributors) and limited-service
wholesalers (cash-and- carry wholesalers, truck wholesalers, drop shippers, rack
jobbers, producers' cooperatives, and mail-order wholesalers). Agents and brokers do
not take possession of the goods but are paid a commission for facilitating buying and
selling. Manufacturers' and retailers' branches and offices are wholesaling operations
conducted by non-wholesalers to bypass the wholesalers. Miscellaneous wholesalers
include agricultural assemblers, petroleum bulk plants and terminals, and auction companies.
Wholesalers, too, must make decisions on their target market, product assortment and
services, pricing, promotion, and place. Wholesalers who fail to carry adequate
assortments and inventory and provide satisfactory service are likely to be bypassed by
manufacturers. Progressive wholesalers, on the other hand, are adapting marketing
concepts and streamlining their costs of doing business.

Challenges
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 ➢ Largely urban phenomenon, pace of growth is still slow.
➢ Not being recognized as an industry in India so availability of finance is low to new
market players.
➢ High cost of real estate.

➢ High stamp duties.

➢ Lack of infrastructure.

➢ Multiple & complex taxation system.

➢ Protest against retail sector

COMPANY PROFILE

Future Group Pantaloon Retail (India) Limited is India’s leading retailer that operates
multiple retail formats in both the value and lifestyle segment of the Indian consumer market.
Headquartered in Mumbai, the company operates over 12 million square feet of retail space, has
over 1000 stores across 71 cities in India and employs over 35,000 people.

The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a
uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch

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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, Mobile Bazaar and Star Sitara (Beauty
clinic). The company also operates an online portal, Futurebazaar.com.

A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-
format home solutions store, selling home furniture products and E-Zone focused on catering to
the consumer electronics segment.

Pantaloon Retail was awarded the ‘International Retailer’ of the Year 2007, by the US-based
National Retail Federation, the largest retail trade association and the ‘Emerging Market
Retailer’ of the Year 2007 at the World Retail Congress in Barcelona. Pantaloon Retail is the
flagship company of Future Group, a business group catering to the entire Indian consumption
space.

The group’s subsidiary companies include, Home Solutions Retail India Ltd, Pantaloon
Industries Ltd, Galaxy Entertainment and Indus League Clothing.

CORPORATE GOVERNANCE REPORT

Corporate Governance indicates transparency, accountability and reliability on any organization.

One of the core missions of the organisation is to achieve excellence in all spheres, be it
profitability, growth in market share, superior quality of products and services to the satisfaction
of the stakeholders through an efficient and effective code of governance.

We aim at providing fairness, clarity and transparency in all our dealings and increasing the
value of all stakeholders of the Company.

Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of India’s 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

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finance, capital, insurance, leisure and entertainment, brand development, retail real estate
development, retail media and logistics.

Led by its flagship enterprise, Pantaloon Retail, the group operates over 12 million square feet
of retail space in 71 cities and towns and 65 rural locations across India. Headquartered in
Mumbai (Bombay), Pantaloon Retail employs around 35,000 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. In the value segment,
its marquee brand, Big Bazaar is a hypermarket format that combines the look, touch and feel of
Indian bazaars with the choice and convenience of modern retail.

In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic expansion of a
hypermarket. The first set of Big Bazaar stores opened in 2001 in Kolkata, Hyderabad and
Bangalore.

The group’s speciality retail formats include, books and music chain, Depot, sportswear retailer,
Planet Sports, electronics retailer, Ezone, home improvement chain, Home Town and rural retail
chain, Aadhar, among others. It also operates popular shopping portal, futurebazaar.com.

Future Capital Holdings, the group’s financial arm provides investment advisory to assets worth
over $1 billion that are being invested in consumer brands and companies, real estate, hotels and
logistics. It also operates a consumer finance arm with branches in 150 locations.

Other group companies include, Future Generali, the group’s insurance venture in partnership
with Italy’s Generali Group, Future Brands, a brand development and IPR company, Future
Logistics, providing logistics and distribution solutions to group companies and business partners
and Future Media, a retail media initiative. The group’s presence in Leisure & Entertainment
segment is led through, Mumbai-based listed company Galaxy Entertainment Limited. Galaxy
leading leisure chains, Sports Bar and Bowling Co. and family entertainment centers, F123.
Through its partner company, Blue Foods the group operates around 100 restaurants and food
courts through brands like Bombay Blues, Spaghetti Kitchen, Noodle Bar, The Spoon, Copper
Chimney and Gelato.

Future Group’s joint venture partners include, US-based stationery products retailer, Staples and
Middle East-based Axiom Communications. Future Group believes in developing strong insights

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on Indian consumers and building businesses based on Indian ideas, as espoused in the group’s
core value of ‘Indianness.’ The group’s corporate credo is, ‘Rewrite rules, Retain values.’

Big Bazaar is a chain of department stores in India currently with 123 outlets. It is owned by
Pantaloon Retail India Ltd, Future Group. It works on the same economy model as Wal-Mart and
has been successful in many Indian cities and small towns. The idea was pioneered by
entrepreneur Mr. Kishore Biyani, the CEO of Future Group. Currently Big Bazaar stores are
located only in India. It is the fastest growing chain of department stores and aims at having 350
stores by 2010.

Big Bazaar has democratized shopping in India and is so much more than a hypermarket. Here
you will find over 170,000 products under one roof that cater to every need of a family, making
Big Bazaar India’s favourite shopping destination.

At Big Bazaar, you will get the best products at the best prices—this is our guarantee. From
apparel to general merchandise like plastics, home furnishings, utensils, crockery, cutlery, sports
goods, car accessories, books and music, computer accessories and many more. Big Bazaar is the
destination where you get products available at prices lower than the MRP, setting a new level of
standard in price, convenience and quality. If you are a fashion conscious buyer who wants great
clothes at great prices, Big Bazaar is the place to be. Leveraging on the company’s inherent
strength of fashion, Big Bazaar has created a strong value-for-money proposition for its
customers. This highlights the uniqueness of Big Bazaar as compared to traditional
supermarkets, which principally revolve around food, groceries and general merchandise.

Big Bazaar has clearly emerged as the favorite shopping destination for millions of its customers,
across the country, its success is a true testament to the emotional bonding it has established with
the Indian customer , on account of its value offerings, inspirational appeal and service levels.
We believe Big Bazaar is a true pan-Indian model that can enter into most towns in India and
democratize shopping everywhere.

23, 24, 25 and 26 January, 2010... India’s Sabse Sasta Din

The acceptance and loyalty that Big Bazaar has garnered over the years was well evident on 26
January 2010.

On the day India celebrates its Republic Day; the company honoured the consumer by calling it
the ‘Maha Savings Day’. Shoppers at all Big Bazaar and Food Bazaar outlets across the country

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were offered products at prices never heard before in the history of shopping.The offers were
spread across categories from electronics to utensils, from apparel to furniture and food. This
event received tremendous response from the regular and an entirely new set of shoppers, which
resulted in nearly 2 million people visiting the stores on that day.

Major Milestones

1987 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser,
India’s first formal trouser brand.
1991 Launch of BARE, the Indian jeans brand.
1992 Initial public offer (IPO) was made in the month of May.
1994 The Pantaloon Shoppe – exclusive menswear store in franchisee format launched across the
nation. The company starts the distribution of branded garments through multi-brand retail
outlets across the nation.
1995 John Miller – Formal shirt brand launched.
1997 Pantaloons – India’s family store launched in Kolkata.
2001 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first hypermarket chain launched.
2002 Food Bazaar, the supermarket chain is launched.
2004 Central – ‘Shop, Eat, Celebrate in the Heart of Our City’ - India’s first seamless mall is
launched in Bangalore.
2005 Fashion Station - the popular fashion chain is launched
aLL – ‘a little larger’ - exclusive stores for plus-size individuals is launched

2006 Future Capital Holdings, the company’s financial arm launches real estate funds Kshitij and
Horizon and private equity fund Indivision. Plans forays into insurance and consumer credit.
Multiple retail formats including Collection i, Furniture Bazaar, Shoe Factory, EZone, Depot and
futurebazaar.com are launched across the nation.
Group enters into joint venture agreements with ETAM Group and Generali.
2007 Future Group crosses $1 billion turnover mark. Specialized companies in retail media,
logistics, IPR and brand development and retail-led technology services become operational.
2008 Big Bazaar crosses the 100-store mark, marking one of the fastest ever expansion of a
hypermarket format anywhere in the world.

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NATURE OF BUSINESS CARRIED OUT

➢ Manufacturing
➢ Trading
➢ Service

VISSION
“Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in
the most profitable manner”
“To emerge as the best and the most profitable retailer in india”

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”

AWARDS AND RECOGNISION

2009 CNBC Awaaz Consumer Awards 2009, Images Fashion Forum 2009, Coca-Cola Golden
Spoon Awards 2009

2008 Indian Retail Forum Awards 2008, The INDIASTAR Award 2008 , Retail Asia Pacific 500
Top Awards 2008, Coca-Cola Golden Spoon Awards 2008, The Reid & Taylor Awards For
Retail Excellence 2008

2007 Images Retail Awards, National Retail Federation Awards, World Retail Congress Awards,
Hewitt Best Employers 2007, PC World Indian Website Awards
Reader’s Digest Trusted Brands Platinum Awards
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2006 Retail Asia Pacific Top 500 Awards, Asiamoney Awards, Ernst & Young Entrepreneur of
the Year Award, CNBC Indian Business Leaders Awards, Lakshmipat Singhania – IIM
Lucknow National Leadership Awards, Images Retail Awards , Readers’ Digest Awards , CNBC
Awaaz Consumer Awards, Reid & Taylor Awards for Retail Excellence

2005 Images Retail Awards 2005, DAKS London

2004 Images Retail Awards 2004 , Reid & Taylor and DLF Awards

2003 Indian Express Award

Product profile

a) Depot b) NBD (New Business Development)

1) General books 1) Watches

2) Office stationary 2) Fashion Jewellery

3) Children stationary 3) Sunglasses

4) Film VCD’s & DVD 4) Auto accessories

5) Car audio systems

c) Mobile Bazaar: d) Shringar

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1) All kinds of mobile handsets ranging from 1) Bangles
Rs 1000 to Rs 25000 of different company
2) Jewellery sets
2) All mobile accessories
3) Bracelets
3) All major prepaid sim cards
4) Hair Accessories
4) All post paid connections
5) Bindies
5) Cordless phones & landline phones.
6) Chins
e) Plastics, Utensils, Crockery (PUC)

Plastics: Utensils:

1) Buckets 1)Plates, Bowls, Glasses

2) Casseroles 2) Non stick Cookware’s

3) Containers 3) Kitchen Tools

4) Boxes 4) Tiffin Boxes

5) Flasks

6) Bowls

7) Jugs & sippers

8) Bottles & Mugs

Crockery: f) Luggage

1) Crockery cutlery
1)Travel bags
2) Table Materials /Napkins
2) Trolleys
3) Dinner sets
3) School & College Bags
4) Wine, Juice Glasses

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 4) Ladies purse & bags

5) Suitcase

g) Ladies apparels h) Men’s apparels

1) Sarees 1)Formal Shirts & Pants

2) Dress Materials 2) Casual Shirts & Pants

3) Under garments 3) Party Wears

4) Nightwear 4) Fabrics [cut pieces]

5) Western wear’s 5)Other Accessories

6)Suits & Blazers

7) Ties

8) Jeans Pants

9)Belts, Handkerchiefs

10)Ethnic wears

i) Infants Section: j)Toys Department

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1) Shirts, 1)Soft Toys

2) Baniyans, 2) Board games

3) Jhabas 3) Dolls

4) Vests 4) Educational toys

5) Bibs feedings 5) Remote Cars , bikes

6) Bed items 6) Sports items: Cricket bats, balls, badminton

& tennis rackets, hockey bats etc
7) Baba suits, Frocks
7) Cycles
8) Diapers, Pampers

9) Other baby accessories

k) Footwear Department: l)Furniture Bazaar:

1) Sports shoes 1)Dining Table

2) Casual shoes 2) Bedroom Accessories

3) Formal shoes) 3) Hall Accessories (Sofa sets, Chairs, Tables

etc)
4) Men’s sandals
4) Mattresses
5) Ladies sandals
5)Computer Table
6) Ladies casuals
6)Wardrobe, Almirah etc
7) Ladies Fancy slippers

8)Children shoes
m)Food Bazaar

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Beverages: Staples Dept:

1)Soft drinks, 2)Mineral water, 3) Health 1)Dals, Rice, Wheat, Ragi etc
drinks, 4) Fruit Juices
2) Atta, Rava items, Sugar, Salt etc
Fruits & Vegetables:
3) Cooking Oils, Masala items
All kinds of fruits and vegetables at the lowest
price. 4) Dry fruits

5) Ready to cook foods & mixes

n) Process Dept: o)Electronic Bazaar

1)Breakfast Cereals 1)Televisions, DVD Players

2) Ready to eat 2) Home Theatre Systems, Audio Systems

3) Corn flakes, Chips, Soups, Bread items, 3) Refrigerators

Pickle
4) Washing Machines
4) Instant mixes
5) Microwave Owen
6) Spreads
6) Mixers, Irons & Grinders

Area of operation
Big bazaar a vast organization, it has branches all over the country. 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 company’s value retail business,
led by its format divisions, Big Bazaar and Food Bazaar.
The company has corporate Head Office at Mumbai with many regional officers. The company
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operates 123 Big Bazaar stores, 170 Food Bazaar stores, among other formats, in over 70 cities
across the country, covering an operational retail space of over 6 million square feet.
Cities where stores are located

Agra, Ahmadabad, Allahabad, Ambala, Asansol, Bangalore, Mysore, Hubli, Bhubaneshwar, Chennai,
Coimbatore, Palakkad, Kolkata, Delhi, Durgapur, Gajiabad, Gurgaon, Hyderabad, Indore, Lucknow,
Kanpur, Man galore, Mumbai, Nagpur, Nasik, Panipath, Pune, Rajkot, Surat, Thane, Thiruvananthpuram
& Vishakhapatnam.

OWNERSHIP PATTERN
The Board consists of a whole time Chairman and Managing Director, three whole time
Directors and six part time Directors holding responsible positions with vast and varied
experience. The whole time directors have more than 20 years of experience in retail,
manufacturing and textile industry. All independent directors have rich experience in various
manufacturing and retail segment.

Board of Directors
Mr. Kishore Biyani, Managing Director

Mr. Gopikishan Biyani, Wholetime Director

Mr. Rakesh Biyani, Wholetime Director

Mr. Vijay Biyani, Wholetime Director

Mr. Vijay Kumar Chopra, Independent Director

Mr. Shailesh Haribhakti, Independent Director

Mr. S Doreswamy, Independent Director

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Dr. D O Koshy, Independent Director

Ms. Bala Deshpande, Independent Director

Mr. Anil Harish, Independent Director

Infrastructural facilities:
Big bazaar has state-of-the-art infrastructure facilities across the country which enhances the
shopping experience of the customers and enriches the working experience of employee. Big
bazaar is a multistoried outlet which has a spacious parking facility, baggage counters, ramp,
water dispensary, rest rooms, trail rooms etc and for employee they have canteen, fun zone
where number of various games and events are conducted for employees, changing room etc.

This store is of 3 flours and divided into 3 levels based on the nature of products. There are 21
departments in this store and 220 Human Resource employed. As this store is big enough with 3
levels and 21 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.

Work flow model (End to End):

1
 start

Develop EOQ base on consumption pattern

Receive request for consumable by 7th of every

month
Feed the requirement in the
system

System verification for stock

Yes no
Send execution Get approval for

No
Send Verification for stock availability at
requirement warehouse

Yes
Dispatch

Inward process at

Update stock Place

end

1
Competitor’s information:
The existing players like Big Bazaar, More Retail outlay, Vishal Mega Mart, Shoppers' Stop,
Piramyd are expanding to smaller towns and cities. Many other business houses are planning to
enter the retail sector either on their own or through partnerships. New entrants like Reliance
Retail Ltd and Wal-Mart are going to enter the market soon. Even rural areas will provide a huge
opportunity to be explored.

Retailer Existing formats Brand Names Total Retail Expansions Plans

Space(‘000 sq
ft)

Pantaloon Retail Department store Pantaloon 1,948 Invest around USD125 mn between
Indian Ltd FY06-FY08. Open 80-100 more
stores across formats.

Hypermarket Big Bazaar N/A Triple total Retail area by FY08 to

6.5 mn Sq. ft.

Supermarkets Food Bazaar N/A Enter into Furniture and home

retailing.

Seamless Malls Central N/A

RPG Retail Hyper markets Spencer’s 480 Open 21 hypermarkets and

supermarkets

Music Stores Music world N/A Open another 100 Music Stores in
FY08.

Super markets Spencer’s N/A

Shopper’s Stop Department Shopper’s 1000 Add 2 mn Sq. Ft. of Retail Space in
Ltd. stores Stop FY08

Books & Music Crosswords N/A Entering Hypermarket format, 18

Stores Stores planned by FY08

Home furnishing Home Stop N/A Setting up Speciality Stores for

Home Solutions.

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 Landmark Department Lifestyle 370 Set up 25 New Departmental stores
Group (Based in Stores by FY08. Invest USD 65mn over
Dubai) next 5 years.

Trent India Ltd Department West side 350 Add 640,000 sq.ft. of Retail Space.
Stores

Hypermarkets Star India N/A Open 17 Stores under the

Bazaar departmental and Hypermarket
formats by FY08.

Books & Music Land Mark N/A

Stores

Future Plans of BIG BAZAAR

Recently they are interested to expand their retail business in Mysore and along with that they
are interested to establish two retail outlets in Gulbarga District. Big Bazaar plans 300 stores by
2010-11.
Kishore Biyani-promoted Future Group's retail chain Big Bazaar is planning to have 300
hypermarkets in the country by 2010-11.
The company is also mulling to increase its annual turnover to Rs 13,000 crore by 2010-
11, up from Rs 3,600 crore last fiscal on the back of its expansion.
"We started with our first store in October 2001 and have now crossed the hundred mark with
three stores opened today in Pune, Cut tack and Delhi. Our plan is to increase the number of our
stores to 300 by end of the 2010-11 fiscal," Big Bazaar Chief Executive Officer Rajan Malhotra
said.
"We are targeting a turnover of Rs 5,000 crore this year and have plans for reaching a figure of
Rs 13,000 crore by 2010-11 fiscal," Malhotra said.
He added that the company would be looking at both the metros and Tier I cities, besides Tier II
and smaller cities, for the expansion.
The Big Bazaar hypermarkets had a footfall of 11 crore last fiscal and the company is aiming for
an increase in the numbers up to 14 crore this year. The size of its hypermarkets on average is
30,000 sq ft to one lakh sq ft

FUNCTIONAL ANALYSIS
1) Human Resource Department

1
The HR department of Big Bazaar is very dynamic. Employees are the biggest strength
and asset of any organization and the HR dept realizes this very well. This is very evident
from the way the HR department handles all its employees. They take utmost care to
select, train, motivate and retain all the employees. They have continuous developmental
programs for all the employees.

Currently Big Bazaar KSRTC is employing……. full time and … part time employees.
There are two shifts for the employees. The first shift employees arrive at 9:30AM in the
morning and leave at 7.30 in the evening, while the second shift employees report at
12.30 in the afternoon and leave at the time of Store closing (10pm).

Sources of Recruitment

The following are the main sources through which Big Bazaar recruits its employees.

a) Consultancy Services: For top level management, employees are recruited through
private consultants. They are usually appointed as Departmental Managers.

b) Walk-ins : This is the main source through which Big Bazaar recruits its employees.
People seeking job usually themselves approach the HR department for job vacancy.
Employees usually selected from this source are appointed at the entry level as team
members.

c) Employee Referrals: This is the other main source through which employees are
selected. Candidates who have given their previous employer as referrals are first
interviewed and from their previous employer, opinion is taken about their behaviour and
performance in the job. If they receive a positive opinion from their previous employer
they are selected.

d) Campus Recruitment: Young people bring new ideas and fresh enthusiasm.
Therefore Big Bazaar visits some of the reputed educational institutions to hire some of
the most talented and promising students as its employees.

Selection Procedure

The following is the selection procedure that the HR department practices to hire its
employees.

i. Interview: For entry level jobs, the candidates are interviewed by a HR person. They
are asked a few basis questions about their education, previous work experience if any,
2
languages known etc. This is done to evaluate the candidate’s ability to communicate
freely and also other skills.

ii. Psychometric Tests: For higher and top level jobs, candidates are asked to answer a
few questions which basically test their sharpness, analytical ability, ability to handle
stress, presence of mind etc. This is done as Managers are required to work under stress
all the time and still maintain a cool head to make some vital decisions.

iii. Group Discussion: In campus recruitment students are involved in a Group

Discussion, where they will be given a topic on which the group has to deliberate, discuss
and arrive at a solution or a decision which is accepted by the whole group. Along with
the G D they are also given a written aptitude test. Finally a formal interview will be
conducted to assess the overall skills of the student.

Induction:

New employees selected will be given a 13 day induction and training program. They
will be given information about the company’s business, different departments etc. They
will be informed of their roles, duties and responsibilities. They will also be informed
about the HR policies and rules of the company. The new employees will be on probation
for a period of 6 months. After this period the HR period along with the department
manager will review the performance of the employee. If the employee’s performance is
good and encouraging, the employee’s services will be confirmed.

Compensation & Rewards:

The employees are rewarded suitably with attractive pay packages.

The salary of an employee includes basic pay. HRA, special allowance, PF,ESI,
Mediclaim etc. Annual bonus will be given at the time of Diwali. The employees and
their dependents are also entitled for medical treatment in recognized hospitals with
cashless hospitalization with whom the company has tie-ups. If a hospital is not
recognized, the amount spent by the employee will be reimbursed.

Along with these all the employees are given a card known as ‘Employee Discount card’
(EDC) through which they can buy any product at Big Bazaar at a special discount of 20-
30 %.

Performance Appraisal:
2
 The HR department conducts performance appraisal of all the employees annually in the
month of April. Based on their performance increments will be given in their pay. In
addition to this if an employee achieves or exceeds the target given to along with their
team members will be provided with attractive cash and other incentives.

Training & Development: Future group has its own training division for all its
employees, known as ‘Future Learning & Development Limited’ (FLDL). All the
employees are given training for 20 days in a year spread over different periods.

‘Gurukul’ which is a part of FLDL gives training to all the employees on various skills
like team work, dedication discipline improving customer service etc to make them more
knowledgeable and productive.

‘prarabh’ which is a part of FLDL gives training for new employees. In prarabh, new
employees are made familiarized with companies values, vision, product knowledge etc

Cashier training for non cashiers all employee has to be aware of what are the process in
cashiering, how to do billing what are pitfalls in billing etc.

Communication training is for improving the communication skills of employees

2) Finance Department
Finance is the life blood of any business. The South Zone Head office located at
Jayanagar, performs most of the financial functions and therefore the Finance department
of Big Bazaar, KSRTC performs a few basic functions, such as preparing the Store’s
‘Income and Expenditure Statement’ giving full particulars of all items.
It also prepares the budget for expenditure at various levels on different items.
This department is also responsible for deciding and giving the weekly, monthly and
yearly sales targets and the margins for all the departments separately.
The Finance department is also responsible for collecting and depositing the cash
received in the company’s bank account daily.
3) Marketing Department
Marketing concept is a customer orientation backed by integrated marketing aimed at
generating customer satisfaction as the key to satisfying organizational goals. For a firm
in order to implement the marketing concept it has to focus its attention on the consumer,
ascertain his/her needs, wants and requirements.
1
Every Brand appeals to individual customers in different ways. Good customer service is
the life blood of any business. Good customer service is all about attending to existing
and potential customers. Maintaining good relationship with the customers is the key to
business success and hence the concept relationship marketing.

Many experts think it costs anywhere from six to ten times as much, to find a new
customer, than to sell to an existing one. With those financial realities in mind, the
approach makes some sense,

The marketing department has to decide and identify the most effective medium to attract
the customers to Big Bazaar thereby increasing the sales.

The department has to design creative and attractive advertisements through which the
company’s products can be promoted to the customers.

The company has to visit different companies and has to enter in tie-ups for all its
advertisement campaign.

The marketing department at big bazaar also concentrate on what is called as ‘Visual
Merchandising’.

Visual merchandising is an art by which a retailer makes the store talk to its customers.
The colours, signage, lights, look and feel, everything is taken into account. It is very
important to figure out what is the story, the picture, the idea that is being sold to the
customers.

Another concept that was incorporated in Big Bazaar from the beginning was that of
‘Category management’ as opposed to the brand merchandising practice that is followed
by many retailers.

Category management is based on the belief that a customer walks into a store looking
for party shirt or a formal trouser, rather than a particular brand. Therefore the store is
designed according to the categories like men’s formal wear, women’s western wear or a
casual wear, etc. Within the organisation too, teams were divided according to the
categories that they managed, rather than the brands.

Big Bazaar wanted to have a complete bouquet of products in each category at different
price-points, design, fabric, size and colour. The objective was to create ‘traffic drivers’

2
 within the Store rather than make brands compete with each other. Focussing on
categories also helped to achieve a level of perfection within the specific segments.

This department is responsible for the attractive product arrangement in the Store with
respect to their nature. The basic function of this department is it divides the Store into
some departments based on the nature of the product and also within the department it
decides how the products should be arranged keeping in mind the customers taste. It also
arranges the products to attract the customers and also ensure easy availability of
products.

4) Logistics

Logistics is a very important department of Big Bazaar. It is responsible for procuring the
stock of all the products of the different departments.
The logistics department receives the goods from the warehouse.
The Warehouse of Big Bazaar for the entire South zone is located at Hosakote,
Karnataka. The logistics department receives the stock of different goods and verifies the
quantity and quality of the goods with the particulars given in the ‘Goods Received
Statement’ which it receives along with the stock.
Then it checks for any damage in the stock received. If there is no damage in the stock,
after recording it in the ‘Stock Inward Register’ dispatches the goods to the respective
department taking the signature of the Departmental Manager.
On the other hand if there is a damage in the goods or if the goods do not match the
details given in the Goods Received Statement, it enters in the Stock Outward Register
and sends it back to the warehouse along with a Goods Returned Note giving full
information regarding the reason for returning back the goods and the defect or damage
in the goods.
The logistics department receives two truck loads of stock every day. It is the respective
departmental Managers who place an order to the Zonal head office through e-mail for
stock of goods when they feel that the stock has to be replenished. The logistics
departments works in complete coordination with all the other departments to ensure that
the stocks are received and maintained properly for the smooth functioning of Big Bazaar
and avoid any inconvenience to the customers.

2
 CHAPTER II
MCKENSY’S 7S model

SOFT Ss

The 4Ss across the bottom of the model are less tangible, more cultural in nature, and
were termed 'Soft Ss' by McKensy:

Skills: The capabilities and competencies that exist within the company.

Shared values: The values and beliefs of the company. Ultimately they guide employees
towards 'valued' behavior

Staff: the company's people resources and how they are developed, trained and motivated

Style: the leadership approach of top management and the company's overall operating
approach.

HARD Ss’
The 3Ss across the top of the model are described as 'Hard Ss':

Strategy: the direction and scope of the company over the long term.

Structure: the basic organization of the company, its departments, reporting lines, areas of
expertise and responsibility (and how they inter-relate).

2
Systems: formal and informal procedures that govern everyday activity, covering everything
from management information systems, through to the systems at the point of contact with the
customer (retail systems, call centre systems, online systems, etc).

1) Structure:
SOUTH ZONE HEAD

BUSINESS MANAGER UNIT HEAD SUPER CENTER BUSINESS MANAGER

ASST STORE MANAGER

DEPARTMENT MANAGER

ASST DEPT MANAGER

MANAGEMENT TRAINEE

TEAM LEADER

TEAM MEMBER

PROMOTERS

(B) STORE MANAGER /UNIT HEAD

ASST MANAGER FOOD ASST MANAGER APPARERAL ASST MANAGER

ELOCTONICS

Department manager Department manager Department manager

Asst dept manager Asst dept manager Asst dept manager

Team leader Team leader Team leader

Team member Team member Team member

Promoter Promoter Promoter

2
 STORE MANAGER/ UNIT HEAD

ASST MANAGER FOOTWEAR ASST MANGER CRM ASST MANAGER DEPOT

Department manager Team leader Department manager

Asst dept manager Team member Asst dept manager

Team leader Team leader

Team member Team member

ASST MANAGER 0PERATION

Head cashier

Administration manager

Maintenance manager

logistic

2) STRATEGY:
The strategy of big bazaar is to satisfy its customers by providing better products and giving
better shopping experience to its customers. It provides value to its customers by providing
products at a low price. Big bazaar follows every day low pricing strategy where by it make
product available to it’s customer at a comparatively low price than other retailers.

1. Instore strategy

• Apparels –discount and Impulse strategy

• furniture – Display & Derive strategy (for furniture)
• Electronics - demonstration strategy
• G.M – necessity

2.Competion

• Value format
• Offers every month
• Group as a whole

2
 3. Customer

• Connectivity
• Family center
• Value for money
• Service

4.Other

• Profitability (Returns, productivity)

• Service to society (Exchange policy, Old to new offer, demonstration)
• Core values of the organization

3) SYSTEM

STANDARD OPERATING PROCEDURE

Standard operating procedure followed at big bazaar is one of the main system which make big
bazaar very effective in retailing, it follows a clearly well defined system. There are various type
of procedure for different department It contributes to the organization’s effectiveness and
efficiency in achieving its objectives. Every department carries Asst manager, dept manager,
team leader, team member etc to look after the particular department. This make it very easy for
managers to handle work and work done in a systematic way.

All the departments are computerized which helps to interact with one department to another.
The coordination between the staff members is enhanced by this process and this system make
big bazaar unique in it’s own way.

4) STAFF
Their are totally 335 employees or staffs. Out of this, 210 employees are those who work in
different departments and rest staff accounts to 35 securities, 35 housekeeping and 55 promoters.
The coordination between the staff member is good which make the organization effective. This
also helps the store to work in a better way. Every staff knows there work and they do all the
work on time and systematically according to the order of head of department.

2
Classification according to qualification-

MBA/M.com/PGDM 15

B.sc/B.com/BBM/BA 82

PUC/10th 238

1) STYLE

Big bazaars follows both top down and bottom up approach all the major decision is decided in
the head office and the information is sent down and at the same time good ideas and suggestions
is seriously considered during decision making.

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.
Big bazaar mainly follows participative style where every employee can participate in decision
making process of the store.

2) SKILLS:

Big bazaar has a highly skilled staffs working together to achieve the organizational goal. From
the day one, each employee is to develop some of the job required behaviour skills such as:
Communication skills, Reporting skills, Learning and listening skills, Leadership skills,
Personality development, Continuous improvement etc there are various methods followed to
enhance the skill of employee such as:

1
 TRAINING METHODS FOLLOWED

ON THE JOB OFF-

THE JOB

Job rotation prarabh(for new employees)

3) SHARED VALUES:
• 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.

CHAPTER III
SWOT ANALYSIS
STRENGTHS

➢ High brand equity in evolving retail market

➢ State-of-the-art infrastructure of big bazaar outlet
➢ Point of purchase promotion to increase the purchase
➢ Variety of stuff under single roof
➢ Increase sales with the help of healthy competition between different department
➢ Maintains good employer-employee relation

2
WEAKNESS

➢ Company is not able to utilize the entire area out of 160000 sq ft they are using 108000 sq ft
➢ No optimum utilization of employees
➢ Unable to meet store opening target
➢ High attrition rate of employee

OPPORTUNITIES
➢ Organized retail is just 4.15% of total pie of Indian retail
➢ Evolving customer preferences in recent year
➢ Growth in income of customers
➢ Increasing population of women
➢ Can expand the business in smaller cities as there is a lot of opportunity

THREATS

➢ Competitors, global big players planning to foray into market

➢ Unorganized retail market of india
➢ Existing players in retail market
➢ Foreign direct investment cause more problems in future because of that many mergers
and acquisition are happening in Indian retail sector

CHAPTER IV
Financial statement

Profit and loss summery

2
1
Balance sheet summery

Cash flow summary

2
 CHAPTER V
MY LEARNING EXPERIENCE

The 10 weeks internship at Big Bazaar helped me gaining insight into the corporate world. This
was my first corporate experience in fact. The business environment at Big bazaar is apt for
fresher’s to learn the basic of the business, how the business works, how the products are
produced, transported, stored, and stock upon the racks. I learnt how Big bazaar priced the
products. I learned about the private labeling at Big bazaar and its uses over other branded
products. I understood about the uses of visual merchandising, importance of lightings at the
store and placement of products and accessories around the store. I was educated about the way
how Big bazaar positioned itself among the customers as haven of offers and also various
strategies they employed to attract the customers from all sections of the society. Another
important learning was during the “Sabse sasta 4 Din” programme when the store could
successfully attract the lower middle class section of the society through aggressive
campaigning. I also could interact with customers from different background, region, language
and attitude and their perception towards Big bazaar. I got a peep into the administration of the
store and how each floor and department has been bifurcated and administered. I learnt about
how employees are made feel happy being at the store by organizing various events like Chess
and carrom competition Rangoli competition and identifying and rewarding employee of the

1
month to keep the employee loyal to the store. These experiences I have gained at the Big
bazaar will last forever and help me grow big in the Business world.

2
 CHAPTER VI
INTRODUCTION
Need of the Project/ Significance:

In today’s market scenario customer is the core reason for the prosperous existence
of any business and it becomes very important for the retailer to analyze the customer
satisfaction level. As there are lot of players in the market everyone is striving for his piece of
market share and to acquire a good market share than the competitors. In today’s non-traditional
retail format where all the products are available under one roof customers always looks for a
better deal through various retailers.
Therefore customer satisfaction is the blood for the growth and survival of business in
the market. Thus proper understanding of the customer satisfaction will provide the organization
with the knowledge of devising strategies for acquiring and retaining the customers more
effectively and this project on customer satisfaction is aimed at knowing and improving the
satisfaction of the customers.
Statement of Problem-
The purpose of the study is to understand the level of customer satisfaction at big Bazaar
thereby understanding the customer base, their perception and their contentment with the service
provided by Big Bazaar.

On the basis of this problem statement, the following specific objectives have been crystallized.
OBJECTIVES:
1. To study the customer insight regarding retail industry
2. To understand customer base of big bazaar
3. To measure the effect of special offer provided by big bazaar
4. To understand the customer perception about big bazaar when compared to other major
retail outlets
5. To identify the additional needs of the customer in regards of Product availability.
6. To gauge the effectiveness of service provided by big bazaar
7. To take efforts and measures to improve the product and service availability to customer

1
SCOPE OF THE STUDY

The study will cover the overall customer opinion survey on customer satisfaction and its
effect on their purchase and the study will be restricted to Big Bazaar (Mysore road)
Bangalore only. The study will be done to analyze the satisfaction level of the customers,
their attitude towards the store, its products and services and its effect on customer purchase
in Big Bazaar and the responses will be related to the project done period only.

METHODOLOGY

A descriptive study will be conducted to understand the level of customer satisfaction at

big bazaar KSRTC bangalore.

The study requires data to be collected from both primary and secondary sources. A
survey will be conducted to collect primary data.

Universe:

In this research, the universe taken is the customers visiting the big bazaar
KSRTC outlet.

Sample Size: A sample size of 400 customers is been selected.

Sampling Technique: Convenience sampling Technique shall be the technique

employed for the selection of sample units from the population.

SOURCES OF DATA

The data required for the analysis will be collected as follows

Primary Data: In order to collect data a structured questionnaire is prepared. In the

questionnaire, questions are presented with exactly same wordings and exactly in the
same order to all respondents in order to elicit the right responses.

2
Secondary Data: This data shall consist of the information collected from the company’s
website and The data is also collected through company records, product brochure, share
with us form etc.

LIMITATIONS

1. Time limit is the major constraint.

2. Some respondents refuse to co-operate.
3. Respondents bias opinion.
4. The study was restricted to only the customers of Big bazaar KSRTC Bangalore
branch.
5. The result and analysis based on the customer survey method and small sample
size has taken only 400.

2
 CHAPTER VII

ANALYSIS, OBSERVATIONS AND INFERENCE

1
 1) Gender base
Table 1
Gender No. of Respondents Percentage
Male 188 47
Female 212 53
Total 400 100

Graph 1

Analysis: The above table shows the number of male and female respondents. The male
respondents constituted 47% of the respondents and the remaining 53% were female
respondents.

Interpretation: The above chart clearly shows that Big bazaar has almost equal customers
regarding gender where the female customers are comparatively more in a total customer base.

1
 2) Age
Table 2

Age No. of Respondents Percentage

18-24 100 25
25-40 144 36
41-60 124 31
Above 60 32 8
Total 400 100

Graph 2

Analysis:. From the bar graph depicted above, the distribution of the population under study is
evident. Of the 400 respondents who answered the questionnaire, 31 percent indicated that
Their ages fell in the category 18-24 years, 36 percent were of age group between 25 to 40, and
25 percent fell in age group of 40 to 60 while the remaining 8 percent were above 60 years of
age.

Interpretation: Majority of the customers who visit the store belongs to the age group of 25 to
40 who are the major decision makers in the family. The next major customer base constitute of
population belonging to the age group of 40 to 60.
3) Your Profession?
Table 3

Profession No. of Respondents Percentage

Student 108 27
Salaried 132 33
Self-employed 40 10
Others 120 30
Total 400 100
1
Group 3

Analysis: The above table and the graph shows the profession of the customer base visiting Big
bazaar which constitute of students , salaried, self-employed etc.

Interpretation: The above data shows that Big bazaar more or less is equally attracting
customers belonging to various professions where majority of the population is salaried,
followed by a large pool of house wives, retired employees which amounts to 30 percent of the
total customers. Students also constitute an equally important part of customer base.

4) What is your qualification?

Table 4

Qualification No. of the Respondents Percentage

Matriculation(10th) 24 6
12th 56 14
U.G. 168 42
P.G. 152 38
Total 400 100

Graph 4

Analysis: The above table and graph shows the various qualification group of Big bazaar
customers which constitute of 10th, 12th, Under graduates and Post graduates.

1
Interpretation: The survey shows that the majority of whom visit the store are undergraduates
followed by Post graduates which shows that the customer base is knowledgeable and very
much aware about their alternatives available.

5) What is your family monthly income?

Table 5

Income Level No. of Respondents Percentage

Less than 20,000 80 20
20,000-30,000 164 41
30,000-40,000 96 24
Above 40,000 60 15
Total 400 100

Graph 5

Analysis: The above table and graph provide us the information about the average monthly
family income of the customers of the store.

Interpretation: The above findings shows that that the majority of the customers average family
monthly income is around Rs.20,000-30,000, which shows that the store attracts large amount of
middle –class customers. Next majority of customer family earns about Rs. 30,000-40,000
followed by 20 percent of families earning below Rs. 20,000. Upper middle class families
constitute to 15 percent of the total customer base.

6) Which store comes to your mind while you think of purchasing a product?

Table 6

Store name No. of Respondents Percentage

Big bazaar 368 92
Tata Star Bazaar 16 4
1
Vishal mega mart 12 3
Other retailers 4 1
Total 400 100

Graph 6:

Analysis: The above table shows the preference of the customer while making a retail purchase.

Interpretation: The above table and graph clearly indicates that the majority of the customers
are interested in Big bazaar than any other retail outlets while making a purchase

1
7) Which other Big bazaar outlet do you visit apart from this?

Table 7:

Store Name No. of Respondents Percentage

Banashankari 52 13
Malleshwaram 20 5
No other stores 328 82
Total 400 100

Graph 7:

Analysis: The majority of the customers preferred K.S.R.T.C. Big bazaar outlet over other
nearby Big bazaar outlets which accounts for 82 percent of the total customer population
followed by 13 percent favored Banashankari outlet and 5 percent opting for newly opened
Malleshwaram branch.

Interpretation: The findings show that the K.S.R.T.C Big bazaar outlet is preferential against
other nearby Big bazaar outlets as this particular outlet has a competitive advantage of location.

8) Which are the services other retailers are giving which is lacking in this store?

Table 8:

Services No. of Respondents Percentage

A.T.M 244 61
Home delivery 88 22
Others 68 17
Total 400 100

Graph 8:

1
Analysis: The graph and the table provides us with the information about the services which
other retail outlets are providing among which ATM service amounts to 61 percent of the
customer opinion succeeded by the need of Home delivery which accounts for 22 percent and
finally other service requirements of about 17 percent.

Interpretation: The major 61 percent of the customers believe that the ATM service has to be
provided adjacent to store and another 22 percent wish for home delivery services to be
provided. And remaining 17 percent urged for seating arrangements, food court and many more
counters at each level during rush hours.

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9) How did you come to know about Big bazaar?

Table 9:

Source No. of Respondents Percentage

Advertisement 360 90
Family members 28 7
Other sources 12 3
Total 400 100

Graph 9:

Analysis: The above chart and table depicts various sources from which the customers came to
know about the Big bazaar which includes 0f 90 percent from advertisement, 7 percent from the
family members and remaining 3 percent from other sources.

Interpretation: The majority of the customers came to know about Big bazaar from
advertisements from various medium of communications like Television, radio, hoardings,
handouts etc and the rest of the members from family members and other sources like friends,
neighbors etc.

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10) How often do you visit Big bazaar?

Table 10:

Frequency of the visit No. of Respondents Percentage

Daily 36 9
Weekly 276 69
Monthly 88 22
Total 400 100

Graph 10:

Analysis: The above findings show the frequency of visit of the customers. 69 percent of the
respondents visit the store weekly, 22 percent visited monthly and 9 percent visited daily.

Interpretation: 69 percent of the respondents visited weekly due to the popular “Wednesday
bazaar” and on weekends. 22 percent visited monthly who makes bulk purchase for entire month.
A very minute 9 percent visited the store daily and these customers are those who stay near to the
store.

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11) Are you satisfied with the availability of the products at the store?

Table 11:

Satisfaction No. of respondents Percentage

Yes 324 81
No 76 19
Total 400 100

Graph 11:

Analysis: The above table and graph shows the satisfaction level of the customers concerning
the availability of the products at the store. 81 percent of the respondents are quite satisfied with
the product availability at the store. A very small fraction of about 19 percent of customers
thinks otherwise.

Interpretation: The survey shows that the majority of the customers that is around 81 percent
are of opinion that the products at the store are sufficient and around 19 percent of the
respondents think that the basic products(such as toilet soaps, tooth pastes etc.) are not available
during the offer periods.

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12) Do you find any difficulty in figuring out the offers being announced at the store?

Table 12

No. of respondents Percentage

Yes 116 29
No 284 71
Total 400 100

Graph 12

Analysis: The above graph and table shows the opinion of the respondents regarding the
announcement made within the store. Around 71 percent of the respondents felt no difficulty in
following the announcement while rest 29 percent were not happy.

Interpretation: The survey shows that the majority of the respondents felt easy in following the
announcement while 29 percent of the respondents were of opinion that the announcement
should be made in regional languages and the quality of the speakers should be improved.

13) How do you locate the staircase, Ramp, Fresh room etc. in the store?

Table 13:

Locating method No. of Respondents Percentage

Using Signage’s 132 33
Through Staff 92 23
By your own 176 44
Total 400 100

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Graph 13:

Analysis: The above table and chart shows the ease with which the respondents locate the stair
case, ramp, fresh room etc. A 44 percent of the respondents felt no difficulty in navigating
through the store to locate the products.33 percent use signages and 23 percent seek the help of
staff.

Interpretation: The survey shows majority of the respondents which is 44 percent helped
themselves, 33 percent used signages in order to locate the products and services at the store.
Remaining 23 percent usually first time visitors seek the help of staff.

14) What do you like more at Big bazaar?

Table 14:

No. of Respondents Percentage

Offers 204 51
Ease to find products 92 23
Price 32 8
Varieties 72 18
Total 400 100

Graph 14:

Analysis: The above table shows various factors that motivate people to visit Big bazaar. Offers
play an important role as a majority 51 percent of the respondents were attracted by the various
offers at Big bazaar. 23 percent preferred Big bazaar because of the ease to find the products, 18
percent liked the varieties and 8 percent are happy with the price.

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Interpretation: 51 percent of the respondents liked the offers at big bazaar as Big bazaar have
successfully positioned itself as haven of offers in the market. 23 persons liked the ease to find
the products, all under one roof.18 percent liked the varieties and only 8 percent liked the price
of the products.

15) What do you shop most at “Food Bazaar”?

Table 15:

Items No. of Respondents Percentage

Fruits and Vegetables 84 21
Rice and pulses(Groceries) 288 72
Biscuit and snacks 28 7
total 400 100

Graph 15:

Analysis: The above table and graph shows what the customer shops most at the food bazaar.72
percent shop groceries, 21 percent purchase fruits and vegetables and remaining 7 percent buy
snacks.

Interpretation: A majority of the respondents shopped the Food bazaar to purchase grocery and
groceries are the most brought item at Food bazaar. 21 percent shopped for vegetables which
show that Big bazaar attracts customers to buy vegetables and fruits apart from groceries. 7
percent had preference for biscuits and snacks. This is because they get the best deal at Big
bazaar, they felt.

16) Are you satisfied with the apparels at ‘fashion @ bazaar’?

Table: 16

Response No. of respondents Percentage

Yes 208 52

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No 192 48
total 400 100

Graph; 16

Analysis: The above table and graph shows the contentment of the respondents with regarding
the apparels at the store. A 52 percent of the respondents were happy with the apparel collection
while the remaining 48 percent were not happy with the apparels at the store.

Interpretation: The satisfaction level of the respondents towards the apparels was almost as
same as dissatisfied level of customers. Many felt the collections were good and trendy while the
remaining 48 percent complained about the apparels as they found it old, and less trendy and low
quality.

17) Are you satisfied with products and service provided at “Electronic bazaar”

Table: 17

Response No of respondents Percentage

Yes 224 56
No 176 44
total 400 100

Graph: 17

Analysis: the above graph and table shows the customer satisfaction with respect to electronic
department. Where about 56 percent of respondents are satisfied with this department and around
44 percent are dissatisfied.

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Interpretation: respondents provided a mixed response toward this department where major
concern and cause of dissatisfaction was after sale service and some sales of private labeled
products and others were very much satisfied with products and offers provided.

18) What according to you is missing in big bazaar?

Table: 18

Response No. of respondents Percentage

Food court 100 31
ATM 228 51
Seating arrangements 60 15
Other facility 12 3
Total 400 100

Graph: 18

Analysis: The above figures show the need of services at the store which they value most. A
majority of 51 percent of the respondents felt the serious need of ATM, 31 percent opted for a
food court at the store.15 percent urge for seating’s throughout store.

Interpretation: Majority of the respondents felt the need of an ATM at the store. This is due to
the absence of any ATM near to the store. Another important need they wanted to be at the store
is a food court. Many of the respondents felt the store badly needs a food court as there are no
good hotels or restaurants nearby. A food court would be a good crowd puller as it increases the
footfall. A small but important section of respondents needed seatings at the store. Others felt the
need of escalators, lift etc.

19) Rate the following

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Table: 19

Response No. of respondents Percentage

Music Lighting Fragrance Hygiene Music Lighting Fragrance Hygiene

Very 28 16 52 80 7 4 13 20
good
Good 172 156 188 220 43 39 47 55
Average 124 188 120 120 31 47 30 30
Poor 76 40 40 24 19 10 10 6
Total 400 400 400 400 100 100 100 100
Graph: 19

Analysis: Majority of the respondents were happy with the lightings, music, fragrance and
cleanliness at the store. 43 percent of the respondents were happy with the music, while 19
percent felt otherwise. 47 percent of respondents rated lightings average, 47 percent liked
fragrance and 55 percent liked the cleanliness at the store.

Interpretation: Majority of the respondents were happy with the ambience at the store. But
many complained that multiple music being played at the store simultaneously. Many
complained the lightings at the 2nd and 3rd floor were dull at times. Cleanliness was most rated
good by the respondents.

20) Have you ever encountered any unacceptable behavior from the part of big bazaar employee?

Table: 20

Response No. of respondents Percentage

Yes 8 2
No 392 98
Total 400 100

Graph: 20

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Analysis: The above table shows the behavior of the employees towards the customers at the
store. 98 percent of the respondents were happy with the employees while a minimum 2 percent
were disappointed.

Interpretation: Almost every respondent were happy with the employees and their approach
with the customers. Many said the employees are truly helpful when they needed help and a very
minute section felt employees were unaware of the options being announced and some didn’t
knew where some of the products can be found.

21) Have you ever faced any of these problems during billing?

Table 21

Response No. of respondents Percentage

No bar code 60 12
Offers not updated 168 36
Price mismatch 124 24
No problem 48 28
Total 400 100
Graph: 21

Analysis: The above table and graph shows the type of billing errors occurring while making the
purchase. 28 percent felt no problems during billing, 36 percent had problem with offers not
being updated on database, 24 percent had price mismatch, 12 percent with bar code related
problems.

Interpretation: Respondents who faced problems at least once were considered in this study. Of
these Offers properly being not updated is the major problem and this problem occurred mostly
during rush days, while some of the respondents felt the same problem even during when there
were less footfalls.24 percent had problem with the price mismatch between the billing system

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and the price on the product. 12 percent had problem with bar code errors and the remaining had
no problem at billing which accounts for 28 percent.

22) How do you feel about the service provided at Big bazaar?

Table 22

Respons No. of respondents Percentage

e

Parkin Alteratio Gift exchang Parkin Alteratio Gift Exchang

g n wrappin e g n wrappin e
g g
Very 64 36 52 44 16 9 13 11
Good
Good 160 204 252 196 40 51 63 49
Average 152 132 76 128 38 33 19 32
Poor 24 28 20 32 6 7 5 8
Total 400 400 400 400 100 100 100 100
Graph 22

Analysis: the above table and graph shows the level of satisfaction towards the extra services
like parking, alteration, gift wrapping and exchange etc. A 40 percent of the respondents were
happy with the parking, 51 percent of the respondents were happy with the alteration, and 63
percent happy with the gift wrapping and 49 percent happy with exchange of purchased
products.

Interpretation: Majority of the respondents were happy with the parking facility. But many
faced problem during the weekends and during Wednesday s. People were quite happy with the
alteration

23) Do you feel customer service desk is effective in handling customer grievances?

Table 23:

Response No. of respondents percentage

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Yes 388 97
No 12 3
total 400 100

Graph 23:

Analysis: the above table and graph shows that the respondents are satisfied with customer
service desk. Where about 97 percent of the respondents provide positive response regarding
service desk and 3 percent said otherwise.

Interpretation: the investigation shows that greater parts of the respondents are satisfied with
the customer service desk and majority of the concerning issues were handled effectively and
help in maintaining customer satisfaction.

CHAPTER VIII
SUMMARY OF FINDINGS

Retail supremacy can be achieved only through an in depth knowledge of the customer needs,
wants and mainly their satisfaction. A study was conducted to evaluate the level of consumer
satisfaction in retail industry with reference to Big Bazaar KSRTC, Bangalore. The summary of
findings can be stated based on the study as follows:

1. The customer base of the Big Bazaar KSRTC constitute of almost equal amount of male
and female customers, majority of which comes into age group of 25 to 40.
2. The respondents who filled the questionnaire were well educated and have a moderate
family income.

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3. The survey shows that the large number respondents who visit big bazaar KSRTC do not
shop in any of the other big bazaar outlet in the city and few respondents like to visit
Banashankari and Malleshwaram branch.
4. Advertisement activities of Big bazaar was very effective as it was found that majority of
the customers came to know about Big bazaar through advertisement.
5. A large no. of the customers visits the store once in a week, as a result of crowd-pulling
weekly events like ‘Wednesday Bazaar’ and ‘Weekend Mela’.
6. The study revealed that a majority of the customers were satisfied with the product
availability at the store.
7. There was a mixed response towards the apparels at ‘Fashion at Bazaar’.
8. Large number of customers expressed their desire for A.T.M. service and a Food court at
the store which indicates that the customers are expecting additional services.
9. There is a mixed response towards the ambience of the store where music and fragrance
pleased them while the customers were discontented about the lighting at the store.
10. The study discovered that, during billing, a major pie of customers faced problem such
as offers being not updated, price mismatch, and slow billing. However, these problems
normally occurred during the initial days of new offers.
11. Customers are satisfied by the services provided by the Big bazaar such as Parking,
alterations, Gift wrapping etc.
12. Another interesting fact that was revealed during the study is that the respondents were
happy with the behavior of the employees but some complained that the employees were
unaware of the latest offers.
13. The Customer Service Desk was found to be very much helpful in solving the grievance
of the customer.
14. The study also showed that the customers were able to navigate through the stores using
signage’s and mostly helped themselves as they were familiar with the store.
15. After a detailed and careful study it is found that the customers have a favorable opinion
about Big bazaar.

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 RECOMMENDATIONS:
1) Since most of the customer look for the additional services such as ATM and Food
Court. Nearby hyper markets such as Gopalan mall and newly opened Tata Star Bazaar and
Malleshwaram Big bazaar Community centre have various recreation centers at the store and
could easily eat away majority of the customers. So it is recommended to incorporate a Food
court and other recreations at the store which will satisfy the existing customer and attract new
customers.
2) Pleasant fragrance should be used in the store which will enhance their shopping
experience and add on to the customer satisfaction.
3) It is observed that the employees are not well aware of the latest offers at the store.
Therefore a separate session should be conducted briefing about the offers so that
they can deal with the customer efficiently.
4) As certain section of customers wish the announcement of offers to be made in
Regional language, a thought should be given on this issue.
5) Today majority of the customers are brand conscious A major portion of the customers were
unhappy with the apparels, particularly with the quality and private labeled apparels. So it is
recommended to bring in some well known brands
6) During the survey it was found that customers were apprehensive about purchasing electronic
items due to unfamiliar branded items and lack of after sales service. Therefore effort should be
made to set up an after sales service division.
7) Extended warranty schemes can be introduce for certain products so that the
customers can be satisfied and profitability can be increased.

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 CONCLUSION

Pantaloon Retail India is undoubtedly the number one retailer in India. An important aspect of
current economic scenario in India is the emergence of Organized retailing. There has been a
considerable growth in organized retail business in recent years and it is poised for much faster
growth in future.

The companies are fighting to win the hearts of customers their by customer satisfaction has
become important facet to excel. There is always a ‘first mover advantage’ in an upcoming
sector. In India, that advantage goes to “BIG BAZAAR”. It has brought about many changes in
the buying habits of people. Big bazaar has maintained that uniqueness & has succeeded in
attracting customers. The survey had many positive indications from the customers as they are
satisfied with the products and services provided by Big bazaar. And they also provided hint for
the additional services desired by the customer there by favoring employees’ behavior and there
interaction with the customers.

This project has helped me understand the importance and significance of consumer satisfaction
and has given me exposure to the practical side of retailing and at the same time enhanced my
knowledge by applying theory learnt in class to practice.

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BIBLIOGRAPHY
Reference Books

Marketing Management: Philip Kotler 12th/e pearson PHI

Retail Management: Swapna pradhan, 2/e. TMH

Business Research Methodology: S.N. Murthy/ U.Bhojanna, excel books/2e

Consumer Behavior: Leon G. Schiffman/Leslie Lazar Kanuk 8th/e PHI

Websites
www.bigbazaar.com
www.foodbazaar.com
www.google.com
www.pantaloonretail.com
www.wikipedia.com
www.timesofindia.com