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Retail Sector is the most booming sector in the Indian economy. Some
of the biggest players of the world are going to enter into the industry soon. It is on the
threshold of a big revolution after the IT sector. Although organized retail market is
not as strong as of now, but it is expected to grow manifolds by the year 2012. The
sector contributes 10% of the GDP, and is estimated to show 20% annual growth rate
by the end of the decade. The current growth rate is estimated to be 8.5%.
The retail market is most fragmented in the world and only 2% of the
entire retailing business is in the organized sector. There are about 300 new malls,
1500 supermarkets and 325 departmental stores being built in India very soon.
The Indian retail market, which is the fifth largest retail destination
globally, according to industry estimates is estimated to grow from the US$ 330
billion in 2008 to US$ 427 billion by 2012 and $637 billion by 2015. Simultaneously,
modern retail which presently accounts for 4 per cent of the total market is likely to
increase its share to 22 per cent by 2012.
India tops the AT Kearney's annual Global Retail Development Index
(GRDI) for the third consecutive year, maintaining its position as the most attractive
market for retail investment,
Continuing the robust growth of the organized retail in India,
according to the Credit Rating and Information Services of India, the industry raked in
US$ 25.44 billion turnover in 2007-08 as against US$ 16.99 billion in 2006-07, a
whopping growth rate of -per cent. India has one of the largest numbers of retail
outlets in the world. Of the 12 million retail outlets present in the country, nearly 5
The Economist Intelligence Unit (EIU) estimates the retail market in India
will increase to US$608.9 billion in 2012 from US$394 billion in 2007.
KPMG Report says that the organized retail would grow at a higher rate
than the GDP in the next five years.
The retail sector would generate employment for more than 2.5 million
people by the year 2012, predicts an analysis by Ma Foi Management Consultants Ltd.
Neighborhood stores/convenience
Government supported
Availability/low costs/distribution
• Supermarkets
• Department Stores
• Specialty Chains
• Street Markets
Challenges:
The Indian Retail sector is constantly shacked with cut throat competition. It is
also facing challenges in the form of shortages for management professionals, cash
flow, supply chain management and frauds.
International retailers
Retail Formats :
47 global fortune companies & 25 of Asia's top 200 companies are retailers.
India - 3%
Key Trends:
The existing players like Big Bazaar, Shoppers' Stop, Pyramid 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.
A KPMG report says that the organized retail would grow at a higher
rate than GDP in the next five years.
The retail sector would generate employment for more than 2.5 million
people by the year 2012, says an analysis by Ma Foi Management Consultants Ltd.
Economies of scale would help lower consumer prices and increase the
purchasing power of the consumer.
Company Profile
Future Group:
We, in Future Group, will not wait for the Future to unfold itself but
create future scenarios in the consumer space and facilitate consumption because
Our customers will not just get what they need, but also get them
where, how and when they need.
We will not just post satisfactory results, we will write success stories.
Group Vision :
Group Mission:
We share the vision and belief that our customers and stakeholders shall
be served only by creating and executing future scenarios in the consumption space
leading to economic development.
Core Values:
Company Timelines:
Major Milestones:
Board of Directors:
Fashion:
Big Bazaar is not just another hypermarket. It caters to every need of
your family. Where Big Bazaar scores over other stores is its value for money
proposition for the Indian customers.
At Big Bazaar, you will definitely get the best products at the best
prices - that’s what we guarantee. With the ever increasing array of private labels, it
has opened the doors into the world of fashion and general merchandise including
home furnishings, utensils, crockery, cutlery, sports goods and much more at prices
Orthopaedic Supports.
Dental care.
Health camps.
The aim is to enhance knowledge through the judicious use of relevant and
researched information and thus to empower our readers on their own journey towards
health and wellness. It is intended to inform and educate and is not a replacement for
medical evaluation, advice, diagnosis or treatment by a health care professional.
General Merchandise:
Blue Sky “Watches & Sunglasses “
Blue Sky is a national chain of stores offering a wide selection of
branded and private label sunglasses and watches. Blue Sky has been designed to
address an exciting and growing market for accessories. Customers get a wide and
interesting collection of fashion brands from across the world as well as from the
company’s exciting range of private label watches, namely, Cube, Koenig, RIG,
Lombard & UMM.
Blue Sky as the name suggests is designed at providing a soaring
experience, and thus has innovative interiors that will transport one to a world of
Navaras, a fine 22 carat pure gold and diamond jewellery brand, retailed
from Big Bazaar stores, offers nine unique rational benefits to the consumer namely –
BIS Hallmark jewellery, free cleaning and polishing, insurance cover against theft
and burglary, transparent making charges, a buyback if unsatisfied, 0% weight loss if
jewellery is exchanged, diamond certification, free karatmeter check and a range of
designs.
The Navaras product range and store look is in keeping with the needs
of contemporary women. It is emotions and occasions that lead women to buy
jewellery, they buy jewellery to express emotions like pyaar (love), during occasions
like tyohaar (festivals) and as uphaar (gifts). Navaras jewellery has been
conceptualised with this thought - jewellery for all emotions and occasions.
Future Group has revolutionized the Indian jewellery market with the
launch of Navaras, which offers branded, pure and design differentiated jewellery at
competitive prices in a hypermarket set-up in line with the evolving buying behaviour
of consumers. The rationale behind this is that with higher disposable incomes, for
consumers today gold and other jewellery purchases too have become impulsive
buying activities. Hence, Navaras within Big Bazaar.
But, certain criteria still remain constant like carat, price, trust and
purity – all strong deciding factors while purchasing jewellery. Thus, the format’s
brand positioning and offerings have been tailored to suit the modern day consumer.
E-tailling:
Futurebazaar.com
Futurebazaar.com offers the widest range of products at ‘lowest prices –
everyday!’
We are proud to inform you that Future Bazaar has been named as
the Best Indian Website 2007 in the Shopping category by PC World.
Future Bazaar won the top spot after beating other established players
like Rediff, Indiatimes, Sify, ebay, Indiaplaza, Chennai Bazaar and India Mall. The
award was presented to Future Bazaar for its "decent, no-nonsense approach, while
providing a good shopping experience".
Improvements: HomeTown.
The Reid & Taylor Awards for Retail Excellence are an important
feature of the Asia Retail Congress - Asia’s single most important global platform to
promote world-class retail practices - and are aimed at honouring the best, in Asian
Retail scenario. India played host to Asia Retail Congress 2008.
Most admired retailer of the year: Large format, multi product store:
Big Bazaar
Most admired retailer of the year: Food and Grocery: Food Bazaar
Most admired retailer of the year: Home & office improvement:
HomeTown
Most admired Retail Company of the year: Pantaloon Retail (India)
Ltd.
Images Retail Forum followed strict international benchmarks in
deciding the top honours for Images Retail Awards ’07, with IRIS as knowledge
partner and global consulting firm AT Kearney as the Process Approver.
Asia Pacific Best of the Best Retailers – Pantaloon Retail (India) Ltd
Best Retailer in India – Pantaloon Retail (India) Ltd
Asiamoney Awards:
Best Managed Company in India (Mid-cap) – Pantaloon retail (India) Ltd.
The Asiamoney publication conducts a poll among fund manages and
investors and does a quantitative analysis of financial performance to select best
managed companies in Asian countries.
The Images Retail Awards are decided through a nationwide consumer &
industry poll and nominations followed by performance assessment by team of
analysts and jury.
Product/Service Profile
Chill station ( cool drinks, beverages ), Farm Fresh ( vegetables & fruits ),
Imported Bazaar (Toys, food, stationery, T-shirts), Golden harvest ( dal &
pulses, food grains)
Chef zone (International food), Head To Toe (Men’s grooming)
Tulsi (medicine bazaar, crockery bazaar), PUC ( lastics, utensils, crockery’s)
LEVEL-2 (APPARELS):
Men’s apparels, Suits N blazers, Ladies apparels, Night wear, Levis signature,
Foot wear
Kids wear, Kids infant wear, Toys, Tailoring dept, Hyderabad Pearls counter,
Gifts, watches, optician, electronic bazaar, cook and serve, sight and sound,
computer accessories, car accessories, Depot, Luggage, Lamps & lightings,Stationery,
Home furnishing
Sports, Modular kitchen, Furniture bazaar
Research Methodology
As we are now in the era of booming retailing lot of organization are entering
into the retail market. In India Future Group Pantaloon company is one of the greatest
retailing companies with its retail format called Big Bazaar. In my major concurrent
project I’m doing live project, to know “How to increase consumer walk-in, in Big-
Bazaar Banashankari”. And also to know what are the factors which consumer will
think while visiting Big Bazaar.
It will help the Big Bazaar to understand the level of customer happiness,
1 It will help the Big Bazaar to retain the existing customer.
3 It will help the Big Bazaar to know the strength and weakness
of their CRM policy.
2) Secondary data:
The major source of secondary or supporting data will be internet, and
company profile of Big Bazaar as whole. And Big Bazaar books and journals, are the
source of information.
Survey method .
The related data or information will be obtained by personal administration of
questionnaire,
2) Convenient sampling method was adopted, so the entire population may not
be captured with a high degree of accuracy.
Table 1
10001-20000 36 27.69
20001-30000 24 18.46
30001 & above 16 12.30
Others 6 4.61
Total 130 100
Graph 1
27.6
18.4
12.3
4.6
Inference:
Frequenc
Opinion y Percentage
YES 114 88
NO 16 12
Graph 2
Inference:
Out of 130-sample size surveyed, 114 said they have shopped at Big
Bazaar Banashankari, which amounts to 88% as a whole.
Table 3
Table title: How often do you shop in Big Bazaar Banashankari Super Centre.
Graph 3
Table 4
Table title: You come to Big Bazaar Banashankari Super Centre, because:
Graph 5
• 30 of them told that discount and offer at Big Bazaar is average, which
amounts to 26.3% as a whole.
• 2 of them told that discount and offer at Big Bazaar is bed, which
amounts to 1.8% as a whole.
These data shows that most of the sample population overall satisfied with
discounts and offers at Big Bazaar.
Table 6
Table title: Do you feel that your waiting time at cash counter was?
• 52 of them told that waiting time at cash counter is too long, which
amounts to 45.6% as a whole.
Table 7
Table title: a) Store is conveniently located.
Fre Per
Opinion quency centage
Agree 96 84.2
Disagree 14 12.3
Can't say 4 3.5
Total 114 100
Graph 7
Graph 8
These data shows that most of the sample population feels Store hours are
convenient for their shopping needs.
Table 9
Table title: c) Store atmosphere and decor are appealing.
Inference:
These data shows that most of the sample population feels Store
atmosphere and decor are appealing.
Table 10
Graph 10
Inference:
Out of 130-sample size surveyed, 58 of them accepted that Store
has the lowest price in the area, which amounts to 50.9% as a whole.
• 26 of them did not accept that Store has the lowest price in the area,
which amounts to 22.8% as a whole.
These data shows that most of the sample population feels accepted that
Store has the lowest price in the area.
Graph 11
Inference:
Table 12
Table title: a) Employee cared about and understood my needs and concerns.
Graph 13
Inference:
These data shows that most of the sample population is happy with
employee care about their needs and concerns.
Table 14
Graph 14
These data shows that most of the sample population is unhappy with
service delivery.
Table 15
Graph 15
These data shows that most of the sample population is happy with
employee assistance.
Table 16
Graph 16
These data shows that most of the sample population is happy with
employee courtesy and friendliness.
Table 17
Graph 17
These data shows that most of the sample population is not happy with
employee knowledge.
Table 18
Table title: Customer service representative was knowledgeable & courteous.
Graph 18
Inference:
Out of 130-sample size surveyed, 22 of them very satisfied with knowledge
and courtesy of CSR, which amounts to 19.3% as a whole.
• 82 of them satisfied with knowledge and courtesy of CSR, which
amounts to 71.9% as a whole.
These data shows that most of the sample population is happy with
knowledge & courtesy of customer service representative.
Table 19
Table title: Policy and processes were easy to follow and clearly explained.
Graph 19
Out of 130-sample size surveyed, 30 of them very satisfied with policies and
processes of this store, which amounts to 26.3% as a whole.
• 74 of them satisfied with policies and processes of this store, which
amounts to 64.9% as a whole.
These data shows that most of the sample population thinks that
policies & processes of this store were easy to follow and clearly explained.
Table 20
Graph 20
Inference:
Out of 130-sample size surveyed, 32 of them very satisfied with accessibility at
this store, which amounts to 28.1% as a whole.
• 68 of them satisfied with accessibility at this store, which amounts to
59.6% as a whole.
These data shows that most of the sample population is happy with
accessibility at this store.
Table 21
Table title: Based upon your most recent service, how would you rate your
overall satisfaction with Big bazaar BSK.
Freque Percent W
Opinion ncy age eight
Excellent 4 4 8
Good 74 65 74
Average 26 23 0
Fair 8 7 -8
Poor 2 2 -4
Total 114 100 70
Graph 21
• 2of them told that overall satisfaction with Big Bazaar is fair,
which amounts to 2% as a whole.
These data shows that most of the sample population overall satisfied with Big Bazaar
Table title: How likely are you to recommend shop at this centre to your
friend?
Opinion Frequency Percentage
Definitely will
recommend 80 70
Probably will
recommend 30 26
Might or might not
recommend 4 4
Probably will not
recommend 0 0
Definitely will
recommend 0 0
Total 114 100
Graph 22
• 4 of them told they may or may not recommend to their friend to shop
at Big Bazaar BSK, which amounts to 4% as a whole.
Findings
The consumer walk-in, in big bazaar is very high during the offer periods.
It is found that most of the sample population prefers to visit Big Bazaar at
monthly and weekly basis.
From this survey, it is found that most of the sample population overall
satisfied with discounts and offers at Big Bazaar.
It is found that most of the sample population feels Store hours are convenient
for their shopping needs.
50.9% of the respondents feels that store has the lowest price
in the area. feels that Merchandise displays are very much attractive at this
store.
Most of the respondents feels that Merchandise displays are very much
attractive at this store.
50.9% of respondents are happy with employee care about their needs and
concerns.
The data shows that 82% of the respondents are overall satisfied with the Big
Bazaar.
The data shows that on an average all category of people visit to Big Bazaar.
The overall project is mainly of how to increase consumer walk-in in Big Bazaar. In
this project the major recommendations are as follows.
The Big Bazaar has to maintain the same strategy in terms providing offers to
customers,
The big bazaar has to make sure that customer should not feel that selected
product is not available in the store.
In terms of overall satisfaction the Big Bazaar has to maintain same services in
future.
To increase walk-in, in Big Bazaar need to come with the different services
which are expected by customers, like in-side small restaurant. Separate room
for mothers to feeding milk to babies, etc.
During festivals Big Bazaar has to give some innovate promotion, to attract
customers.
This study has basically helped in knowing, how to increase consumer walk-in in
Big Bazaar and what influence people to shop at big bazaar. Most of the customers
feels that Big bazaar satisfies their needs.
Customers feels that Big Bazaar is very much trustable retail store in the
Banashankari, Bangalore. Most of the customers are satisfied with the Big Bazaar.
People across the Banashankari are aware of the brand called Big Bazaar. Big Bazaar
is up to date in its products varieties customers carry a pleasant shopping experience
from big bazaar. Customer feel that the prices of the products in Big Bazaar is much
cheaper compared to the out side market. And the quality is also good for the
merchandising Big Bazaar.
Customers feel that Big Bazaar have variety of products available in various
departments. Customers feel that shopping with Big bazaar is convenient and saves
there valuable time. This is due to the proper facility that is available in Big Bazaar.
Customer is loyal to Big Bazaar and also they are proud to be a customer of Big
Bazaar.
I believe that Big Bazaar has the potential to satisfy its customers and retain them.
And it have its brand name to reckon with in the market and I offer my best wishes for
the same and hope that my work will be of some use for the company.
Questionnaires
Name ……………………………….
Income level
Below 10,000[ ] 10,001-20,000[ ] 20,001-30,000[ ] 30,001-
above [ ]
4) According to you, compare to other retail outlets discounts and offers at BB is,
Very good [ ] Good [ ] Average [ ] Bad [ ]
Very bad [ ]
7) How would you rate Big Bazaar Banashankari store performance in the
following areas?
Exceeded
Did not
my Met my
meet my
expectatio expectation
expectation
n
Employee cared about and understood my needs and
concerns.
Service delivery was timely and responsive.
Employee was able to assist me or direct me to
appropriate source.
Employee was courteous and friendly.
Employee was qualified, knowledgeable and well-
informed.
Customer service representative was knowledgeable
& courteous
Policies and processes were easy to follow and/or
clearly explained.
Accessibility (facility, staff, hours of operation).
8) Based upon your most recent service, how would you rate your overall
satisfaction with BB?
Excellent [ ] Good [ ] Average [ ] Fair [ ]Poor [ ]
9) How likely are you to recommend shop at this centre to your friend?
10) Do you know about Big Day (Sabse Sasta 3 Din Offer), which will happen on
24th, 25th and 26th at Big Bazaar, BSK?
Yes ( ) No ( )
Any Suggestion:
…………………………………………………………………………………………
…...
…………………………………………………………………………………………
…………………………………………………………………………………………
……………………………………………………
Thank you
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BIBILIOGRAPHY
• Marketing Management
• Marketing research
Webliography:
• www.pantaloon.com
• www.google.com