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 INTRODUCTION their personnel family and household use. The Indian retailing industry is becoming intensely competitive, as more and more payers are Vying for the same set of customers. The major retail players are Pantaloon Retail, Shoppers Stop, Reliance, etc., Retailing is one of the biggest sectors and it is witnessing revolution in India. The new entrant in retailing in India signifies the beginning of retail revolution. India's retail market is expected to grow tremendously in next few years. According to AT Kearney, The Windows of Opportunity shows that Retailing in India was at opening stage in 1995 and now it is in peaking stage in 2006. India's retail market is expected to grow tremendously in next few years. India shows US$330 billion retail market that is expected to grow 10% a year, with modern retailing just beginning. India ranks first in 2005. In fact, in 2005 and 2006, India is the most compelling opportunity for retailers, because now India is in peaking stag

OBJECTIVES

Analyse the customer satisfaction in Big Bazaar Understand the consumer perception about Big Bazaar Understand the consumer welfare measurement taken by Big Bazaar RESEARCH METHODOLOGY MEANING OF RESEARCH- Research is an active, diligent, and systematic process of inquiry aimed at discovering, interpreting, and revising facts. This intellectual investigation produces a greater knowledge of events, behaviors, theories, and laws and makes practical applications possible. The term research is also used to describe an entire collection of information about a particular subject, and is usually associated with the output of science and the scientific method SAMPLE SIZE: Three hundred respondents were randomly selected . SAMPLE DESIGN- Simple random method SOURCES OF DATA COLLECTION- Data collected in this project is both collected both from both primary and secondary sources of data collection which are as followsPRIMARY DATA - The Primary data collection is done through a structured questionnaire(open & closed) and interview

SECONDARY DATA - Secondary sources are the other important sources through which the data were collected. Includes internet, websites, journals, articles, and the reports maintained by BIGBAZAR. Limitations Time was the major constraint, which prevented me to put in more effort. Some people left few questions unanswered. Some of the respondents were not ready to fill the questionnaire. Not all the respondents were cooperative thus it was difficult to convince them for filling up the questionnaire. Some of the respondents might have got biased while filling up the questionnaire.

INDUSTRY PROFILE

INTRODUCTION

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. The Indian retailing industry is becoming intensely competitive, as more and more payers are Vying for the same set of customers. The major retail players are Pantaloon Retail, Shoppers Stop, Reliance, etc., Retailing is one of the biggest sectors and it is witnessing revolution in India. The new entrant in retailing in India signifies the beginning of retail revolution. India's retail market is expected to grow tremendously in next few years. According to AT Kearney, The Windows of Opportunity shows that Retailing in India was at opening stage in 1995 and now it is in peaking stage in 2006. India's retail market is expected to grow tremendously in next few years. India shows US$330 billion retail market that is expected to grow 10% a year, with modern retailing just beginning. India ranks first in 2005. In fact, in 2005 and 2006, India is the most compelling opportunity for retailers, because now India is in peaking stage. Sector details 1. Introduction to retail industries. 2. Retail word is derived French word retailer means to cut off a piece. 3. Retailing includes all the activities involved in selling goods or services to the final customer for personnel or non-business use. 4. Supermarket is a retailing of a wide variety of consumer products under one roof, ample stock, stock of several brands & extended business hours.

History of retailing Retail concept is old in India. Worlds first departmental store started in Rome. Todays kirana stores are based on Manusmriti & Kautilyas arthshastra.Haats, Melas, Mandis & door to door salesmen are traditional Indian retail. Vishal Mega Mart is a retail sector, which is providing good quality of products in very reasonable price than its competitors. Retailing and wholesaling 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 (doorto-door, party selling), direct marketing, automatic vending, and buying services. Much 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, bulkbreaking, 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 nonwholesalers 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. CURRENT SCENARIO India rank first in terms of emerging market potential in retail sector. Current retail market is US $ 215 billion. Growth rate of retail sector in India is 8-10% per annum. Near about 12 million retail outlets are spread across India. FDI in retail sector increases from US $ 3.1 billion in 2003 to over US $7.6 billion in 2009.

TYPES OF RETAILERS Retailers are broadly classified into 3 categories Food Retailers. General Merchandise Retailers. Service Retailers. OTHER SERVICES PROVIDED BY RETAILERS Retail not only provides products to the customer but also gives different types of services like: Airlines & travel agents Banks Health clubs Hotel & Restaurants Movie theatres TECHNOLOGIES USED IN RETAILING SECTOR In-store technologiesInteractive kiosks Virtual display case Radio Frequency identification tags Self-scanning & self-checkout system Body scanning Online technologyOnline display of products Online shopping CHALLENGES

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. FUTURE STRATEGY It is projected that up to 2010 retail sector will be worth around US $ 300 billion. FDI is going to increase rapidly, up to 2010 retail sector will become biggest industry in India. Retail sector is expected to create 2 million jobs up to 2010. According to Indian Retail Report top 10 players in modern retail trade are going to invest US $ 18-20 billion in next five years. Sector Details In India, the most of the retail sector is unorganized. In India, the retail business contributes around 10 percent of GDP. Of this, the organized retail sector accounts only for about 5 percent share, 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 main advantage 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. And it also gives 8% Employment to the country annually. In late 1990's the retail sector has witnessed a level of transformation. Retailing is being perceived as a beginner and as an attractive commercial business for organized business i.e. the

pure retailer is starting to emerge now. Organized retail business in India is very small but has tremendous scope. The total in 2005 stood at $225 billion, accounting for about 10% of GDP. In this total market, the organized retail accounts for only $8 billion of total revenue. According to A T Kearney, the organized retailing is expected to be more than $23 billion revenue by 2010. 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. 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 Dailys. 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) The trend in the Industry 1. Low share of organized retailing 2. Falling real estate prices 3. Increase in disposable income and customer aspiration Increase in expenditure for luxury items (CHART) Another credible factor in the prospects of the retail sector in India is the increase in the young working population. In India, hefty pay packets, nuclear families in urban areas, along with increasing working-women population and emerging opportunities in the services sector. These key factors have been the growth drivers of the organized retail sector in India which now boast of retailing almost all the preferences of life - Apparel &

Accessories, Appliances, Electronics, Cosmetics and Toiletries, Home & Office Products, Travel and Leisure and many more. With this the retail sector in India is witnessing rejuvenation as traditional markets make way for new formats such as departmental stores, hypermarkets, supermarkets and specialty stores. Existing competition Reliance fresh. Aditya Birla group. Shoppers Shoppe. Subhiksha. Big bazaar. Mark and Spencers. The untapped scope of retailing has attracted superstores like Wal-Mart into India, leaving behind the kiranas that served us for years. Such companies are basically IT based. The other important participants in the Indian Retail sector are Bata, Big Bazaar, Pantaloons, Archies, Cafe Coffee Day, landmark, Khadims, Crossword, to name a few. Evolution of Indian Retail Industry Indian Retail Industry is standing at its point of inflexion, waiting for the boom to take place. The inception of the retail industry dates back to times where retail stores were found in the village fairs, Melas or in the weekly markets. These stores were highly unorganized. The maturity of the retail sector took place with the establishment of retail stores in the locality for convenience. With the government intervention the retail industry in India took a new shape. Outlets for Public Distribution System, Cooperative stores and Khadi stores were set up. These retail Stores demanded low investments for its establishment. International Brand Outlets, Hyper or Super markets, shopping malls and departmental stores Retailing in India: a forecast

Future of organized retail in India looks bright. According to recent researches it is projected to grow at a rate of about 37% in 2007 and at a rate of 42% in 2008. It will capture a share of 10% of the total retailing by the end of 2010. INDIA: A Hot Spot India retail industry is the largest industry in India, with an employment of around 8% and contributing to over 10% of the country's GDP. Retail industry in India is expected to rise 25% yearly being driven by strong income growth, changing lifestyles, and favorable demographic patterns. It is expected that by 2016 modern retail industry in India will be worth US$ 175- 200 billion. India retail industry is one of the fastest growing industries with revenue expected in 2007 to amount US$ 320 billion and is increasing at a rate of 5% yearly. A further increase of 7-8% is expected in the industry of retail in India by growth in consumerism in urban areas, rising incomes, and a steep rise in rural consumption. It has further been predicted that the retailing industry in India will amount to US$ 21.5 billion by 2010 from the current size of US$ 7.5 billion. Shopping in India has witnessed a revolution with the change in the consumer buying behavior and the whole format of shopping also altering. Industry of retail in India which have become modern can be seen from the fact that there are multi- stored malls, huge shopping centers, and sprawling complexes which offer food, shopping, and entertainment all under the same roof. India retail industry is expanding itself most aggressively; as a result a great demand for real estate is being created. Indian retailers preferred means of expansion is to expand to other regions and to increase the number of their outlets in a city. It is expected that by 2010, India may have 600 new shopping centers. In the Indian retailing industry, food is the most dominating sector and is growing at a rate of 9% annually. The branded food industry is trying to enter the India retail industry and convert Indian

consumers to branded food. Since at present 60% of the Indian grocery basket consists of nonbranded items. As the contemporary retail sector in India is reflected in sprawling shopping centers, multiplexmalls and huge complexes offer shopping, entertainment and food all under one roof, the concept of shopping has altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. This has also contributed to large- scale investments in the real estate sector with major national and global players investing in developing the infrastructure and construction of the retailing business. Growth Drivers Growth drivers in India for retail sector Rising incomes and improvements in infrastructure are enlarging consumer markets and accelerating the convergence of consumer tastes. Liberalization of the Indian economy Increase in spending Per capital Income. Advent of dual income families also helps in the growth of retail sector. Shift in consumer demand to foreign brands like McDonalds, Sony, Panasonic, etc. Consumer preference for shopping in new environs The Internet revolution is making the Indian consumer more accessible to the growing influences of domestic and foreign retail chains. Reach of satellite T.V. Channels are helping in creating awareness about global products for local markets. About 47% of India's population is under the age of 20; and this will increase to 55% by 2015. This young population, which is technology-savvy, watch more than 50 TV satellite channels, and display the highest propensity to spend, will immensely contribute to the growth of the retail sector in the country. Availability of quality real estate and mall management practices Foreign companies' attraction to India is the billion-plus population.

Employment opportunities in retail sector in India India's retail industry is the second largest sector, after agriculture, which provides employment. According to Associated Chambers of Commerce and Industry of India (ASSOCHAM), the retail sector will create 50,000 jobs in next few years. Retail companies are starting retail management courses in partnership with management institutes, roping in talent from other sectors and developing comprehensive career growth and loyalty plans for existing employees. Top players like Pantaloon Retail India Limited, Trent, Shopper's Stop, RPG Group and ebony are virtually on their toes. Consider the plans of largest player, The Pantaloon Retail India Ltd, the company has developed a comprehensive strategy, where in it expects that in 2years, it will not recruit any new managers from outside. "The estimated need is 1 lakh of employees till 2011", said Mr. Sanjoy Jog, HR Head at Pantaloon Retail India Ltd. Pantaloon has the concept of partnership with educational Institute to run retail courses across the entire chain. Trent has also started in-house learning programmers and now goes to under graduate colleges to recruit students. Since, the job market is hugely receptive to this with more and more business schools focusing on the sector and large retailers setting up retail academics. Challenges of Retailing in India In India the Retailing industry has a long way to go, and to become a truly flourishing industry, retailing needs to cross the following hurdles: The first challenge facing the organized retail sector is the competition from unorganized sector. In retail sector, Automatic approval is not allowed for foreign investment. Taxation, which favors small retail businesses.

Developed supply chain and integrated IT management is absent in retail sector. Lack of trained work force. Low skill level for retailing management. Intrinsic complexity of retailing- rapid price changes, threat of product obsolescence and low margins. Organized retail sector has to pay huge taxes, which is negligible for small retail business. Many agencies have estimated differently about the size of organized retail market in 2010. The one thing that is common amongst these estimates is that Indian organized retail market will be very big in 2010. The status of the retail industry will depend mostly on external factors like Government regulations and policies and real estate prices, besides the activities of retailers and demands of the customers also show impact on retail industry. Competition in retail India Retail attempts to capture excitement of Retail Business in India by aggregating the best in news, views, research, analysis, trends, technology, and competition dents retail sector growth. The performance of the retail sector in the last quarter of financial year 2008-09 has been a gloomy one. Not only has the quarter-on-quarter growth declined by 700 basis point, on year-onyear (YoY) basis, sales growth fell drastically from 67.8% to 49.1%. Including the recently listed Koutons and Vishal Retail, all big retailers continue to be on an aggressive expansion mode. This kind of competition is having a negative impact on margins of retailers, as the target audience for all of them, more or less, remains the same. The slowdown has triggered a volume game in the industry. Strategies like promotional campaigns, freebies, promoting private labels and online discounts are just some of the avenues that retailers are looking at to lure customers. According to analysts, this is a knee-jerk reaction by the industry to fight the inflation-induced dent in the purchasing power of customers. As they say, retail is a number game, so, big retailers are trying to push volumes. For some, it comes at the cost of profit. Meanwhile, in contrast to YoY sales growth of 49% for the sector, the interest

cost has registered a whopping 96% growth. Though growing at a lesser 39%, depreciation cost has also been impacting margins. The cost factor too is adding to the woes. For instance, during the quarter, Shoppers Stop opened its new stores in various formats. Provogue and Pantaloon followed soon. The companies are increasing their geographical presence in the wake of increasing competition. Launch of new formats continues to catch the attention of these retailers. In fact, a couple of these new formats are already generating profit at the operating level, thus showing a positive sign towards growth. Like for Shoppers Stop, the average transaction size increased by about 7% for the current quarter over the same quarter in the previous year. Players like Provogue and Pantaloons too have witnessed a similar upward movement. Also, though growth in total expenses as a whole has almost been equivalent to the growth in sales at about 47%, some individual cost items like staff costs, selling and administration costs are under control. On a YoY basis, staff cost has grown at 26% against 44% in the corresponding quarter of the previous year. Nonetheless, raw material cost continues to remain high - it grew by 66% in the last quarter and now is equivalent to 74% of the industry's aggregate net sales. This is the reason why operating margins have reduced to 4.8% of the revenue sale compared with 5.7% during the corresponding quarter of the previous year. Among individual retailers, Pantaloon Retail continues to outgrow the industry it recorded 57% a YoY growth in net sales during March 2008 quarter. Although it is lower compared with the 63% growth recorded during the December quarter, momentum continues to favour the company. New stores drove the growth in value-for-money format - strategies such as KB's Fair Price and online shopping are picking up. Their home store division has also been doing well. Next on growth charts is Provogue, which grew 40% in the last quarter, similar to the previous quarter. In short, setting up of new stores has resulted in higher working capital funding, which has raised the industry's interest outgo. For Pantaloon, interest cost has almost doubled during the current

quarter - as a proportion of sales, it has increased from 2.7% to 3.2% on a YoY basis. Provogue seems to be an exception in this as it recorded the highest increase of 100 basis points in interest cost for March 2008. Overall, the profitability margin has seen a sharp decline. Only Shoppers Stop has registered some profit compared with its performance in the corresponding quarter of the previous year. The company's net profit margin now stands at 0.7% of net sales as compared to -1% in March 2007 quarter. It can be concluded that margins of retail companies seem to have been hit by costs related to their ambitious expansion programmer. Expansion plans for some of them are running behind schedule. It has led to higher interest cost, yet retail companies are trying hard to cut costs by keeping inventory and carrying costs under control. Big retailers at loggerheads with MNCs over brands A serious conflict is brewing between Indian retailers and multinationals over imports of global brands. To stay afloat in the dog-eat-dog world of retail, local retailers have reached arrangements with overseas players to bring in some international brands, rattling many MNCs who manufacture or market these products locally. In some cases, these brands have not yet been introduced in India. Several major MNCs with a long presence in India are invoking the Intellectual Property Rights (imported goods) Enforcement Rules 2007 to stop retailers from importing foreign brands. Hindustan Unilever, LOreal, Lancme Perfumes, Oakley Inc, Nivea and Mico have already registered several brands with the Customs department. Sources said other MNCs are expected to follow suit. Market circles perceive this as a move to prevent Indian retailers from getting first access to these brands. Some of the retailers are debating plans to legally contest the move, since they possess a free sale certificate from the source of import. Retailers like Big Bazaar & Food Bazaar, Reliance Retail, Spencers and Sankalp Retail (MyDollarStore), among others, have

begun importing sizeable consignments of leading consumer brands and their variants for better fill rates, product variety and higher margins. However, the multinationals are not amused, and claim that it leads to loss of business opportunity, unfair competition and product cannibalization. The fundamental issue here, according to analysts, is that the Indian arms of the leading FMCG companies would like to control the way their brands are marketed and sold. They would also like to determine when new products and variants of existing products should be introduced in India. A key reason for retailers to step up imports is bottom lines. Profit margins on imported products are around 20% more than local brands, where producers and retailers are at loggerheads over sharing margins. We are concerned over issues like protecting the properties of our brands, including quality and consumer perception. Such unplanned imports create brand confusion in the minds of consumers, since the properties of an imported brand are completely different from the domestic ones, which are localized to suit the specific regions requirements. An unpleasant experience may work against our brand, said a high-ranking official in a leading multinational, which makes personal care products. Retailers claim they are creating demand in advance for the multinationals, which would otherwise have to invest heavily in marketing and ad spends to promote the brands. Analysts say the developments are the natural effects of a globalize market that India is moving towards, which upsets the conventional distribution and trade practices. State of Competition in the Wholesale and Retail Sector The study assesses the state of competition in the Philippine wholesale and retail sector, focusing on the distribution of specialized goods and pharmaceutical products. It uses the traditional tools of analysis like concentration ratios and price-cost margins in determining the competitive state of the sector. The study also analyzes the other dimensions in retail competition like price,

geographical location, and retail product and retail service. Industry data from the National Statistics Office were used in the analysis, aided by a small-scale survey conducted in the Metro Manila area. The department store and grocery sub sector appears to operate in a competitive environment despite the presence of two big dominating firms in the market. No price or quantity leaderfollower behavior was observed, as validated by the tools used in the analysis. On the other hand, one firm, whose strategic advantages include economies of scope and space, retail image and consumer loyalty, dominates the distribution of pharmaceutical products. Potential market entrants face these forms of challenges-- factors that are not regarded as anti-competitive and are welfare enhancing to the general public. The need for competition policy is recommended to guard against possible merger of the giant firms in the department store and grocery sub sector. Any possible collusion between the big firms could result to a monopolistic outcome. The study observes that the apparent high price of pharmaceutical products is mainly attributed to the manufacturing process, and not at the distribution of these goods. Hence, it is recommended that a study analyzing the state of competitiveness of manufacturing pharmaceutical products be conducted. Thing else that is timely, authentic Electronics retail sector could get new competition Types of Retailing There are several types we can see in Retailing. They are like: Specialty Store: Narrow product line with deep assortment, viz apparel stores, book stores etc. A clothing store would be a single line store, men's clothing store would be limited line store &men's customshirt store would be a super specialty store. Example: The limited, The Body Shop.

Departmental Store: Several products lines-typically clothing, household goods, home furnishings- with each line operated as a separate department managed by specialist buyers or merchandisers. Example: Sears, Bloomingdale's. Supermarkets: Relatively large, low-cost, low-margin, high volume, self-service operation designed to serve total needs for food, laundry & household maintenance products. Example: Kroger, Safeway. Convenience Stores: Relatively small store located near residential area, open long hours, seven days a week and carrying a limited line of high-turnover convenience products at slightly higher prices. Example: 7-Eleven, Circle K. Discount Store: Standard merchandise sold at lower prices with lower margins and higher volumes. True discount stores regularly sell merchandise at lower prices and offer mostly national brands. Example: Wal-Mart, Kmart. Off-price retailer: Merchandise bought at less than regular wholesale prices & sold at less than retail; often leftover goods, overruns and irregulars obtained at reduced prices from manufacturers or other retailers. Factory outlets are owned and operated by manufacturers and normally carry the manufacturer's surplus, discontinued or irregular goods. Example: Mikasa (dinnerware), Dexter (shoes) Independent off-price retailers are owned & run by entrepreneurs or by divisions of larger retail corporations. Example: T.J.Maxx, Filene's Basement.

Superstore: Averages 35,000 square feet of selling space traditionally aimed at meeting consumers' total needs for routinely purchased food and non-food items. Usually offer services such as laundry, dry cleaning, shoe repair, check cashing & bill paying. A new group called "category killers" carries a deep assortment in a particular category & a knowledgeable staff. Example: Borders books & Music, IKEA. Combination stores are a diversification of the supermarket store into the growing drug andprescription field. Combination food & drug stores average 55,000 square feet of selling space. Example: Jewel & Osco stores. Hypermarkets range between 80,000 and 220,000 square feet and combine supermarket, discount & warehouse retailing principles. Product assortment goes beyond routinely purchased goods & includes furniture, large & small appliances, clothing items and many other items. Bulk display & minimum handling by store personnel with discounts offered to customers who are willing to carry heavy appliances and furniture out of the store. Hypermarkets originated in France. Example: Carrefour and Casino (France), Pyrca, Continente and Alcampo (Spain). Emerging trends in Indian organized retail sector BPO industry in India BPO (Business Process outsourcing) is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry in India. Business Process Outsourcing refers to the delegation of one or more IT-intensive business process to an external provider that in turn owns administers and manages the selected process based on defined and measurable performance criteria. The Indian BPO industry is constantly growing and a lot of fortune 500 companies are outsourcing services to India. There are several reasons for Indias emergence as one of leading outsourcing destinations. India is very rich in educated and talented human resource. India is one of the pioneers in software development. India has an excellent technical facilities and infrastructure for setting up call centers. Time zone difference between India and

America has also worked to the advantage of Indian BPO industry. India has an 8-12 hour time zone difference with respect to the US and other developed markets. Most of the Indian cell centers servicing American customers have timings between 5:30 pm to 9:30 am this time zone difference allows Indian companies BPOs to service American clients by working in the nights. last but not the least India has huge pool of English speaking workforce that provides excellent voice based services at extremely competitive costs resulting in huge savings for companies. Some of the leading BPO companies in India are GE capital. Converges Wipro Spectra mind. Dell ICICI One Source MphasiS. Inflation in India Inflation in India is at an acceptable level and remains much lower than in many other developing countries. But off late prices of essential commodities such as food grain, edible oil, vegetables etc have risen sharply and in the process driving up the inflation rate. Inflation is defined as a sustained increase in the general level of prices for goods and services. It is measured as an annual percentage increase. As inflation rises the value of currency goes down. The current rise in inflation has its roots in supply-side factors. There was shortfall in domestic production vis--vis domestic demand and hardening of international pieces, prices of primary commodities, mainly food items. Wheat, pulses, edible oils, fruits and vegetables, and condiments and spices have been the major contributors to the higher inflation rate of primary articles. The inflation was also accompanied by buoyant growth of money and credit. While GDP growth zoomed to 9.0 per cent per annum, the board money (M3) grew by more than 20 per cent.

Inflation is calculated on the bases of Wholesale Price Index (WPI) while in other countries it is calculated on Consumer Price Index (CPI). The emerging trends in the Indian organized retail sector would help the economic growth in India. There is a fantastic rise in the Indian organized retail sector in a very short period of time between 2001 and 2006. Eventually, out of the shadows of the unorganized retail sector, India has a chance of tremendous economic growth, both in India and abroad. The emerging trends in the Indian organized retail sector are also adding up to the development of the Indian organized retail sector. The relaxation by the government on regulatory controls on foreign direct investments has added to the process of the growth of the Indian organized retail sector. The infrastructure of the retail sector will evolve radically in the recent future. The emergences of shopping malls are increasing at a steady pace in the metros and there are further plans of expansion which would lead to 150 new ones coming up in India by 2008. As the count of super markets is going up much faster than rate of growth in retail sector, it is taking the lions share in food trade. The growth of the Indian organized retail sector is anticipated to be heavier than the growth of the gross domestic product. Alterations in people's lifestyle, growth in income levels, and encouraging conventions of demography are proving favorable for the new emerging trends in the Indian organized retail sector. The success of this retail sector would also lie in the degree of penetration into the lower income strata to tap the possible customers in the lowest levels of society. The demands of the buyers would also be enhanced by more access to credit facilities. With the arrival of the Transnational Companies (TNC), the Indian retail sector will undergo a transformation. At present the Foreign Direct Investments (FDI) is not encouraged in the Indian organized retail sector but once the

TNC'S get in they inevitably try to oust their Indian counterparts. This would be challenging to the retail sector in India. The trends to follow in the future: The Indian Organized retail sector will grow up to 10% of total retailing by 2010. No one single format can be assumed, as there is a huge difference in cultures regionally. The most encouraging format now would be the hyper marts. The hyper mart format would be further encouraged with the entry of the MNCs Current Scenario A glimpse of the International Retail One of the world's largest industries exceeding US$ 9 trillion 47 global fortune companies & 25 of Asia's top 200 companies are retailers Dominated by developed countries US, EU & Japan constitute 80% of world retail sales. Biggest player in India is Pantaloon Retail India Limited. Percentage of Organized Retail USA - 85% Taiwan - 81% Malaysia - 55% Thailand - 40% Brazil - 36% Indonesia - 30% Poland - 20% China - 20% India - 3%

Key players The existing players like Big Bazaar, More Retail outlay, Vishal Mega Mart, 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.

COMPANY PROFILE

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai (Bombay), the company operates over 10 million square feet of retail space, has over 1000 stores across 61 cities in India and employs over 30,000 people. The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, m Bazaar and Star and Sitara. 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, Collection i, selling home furniture products and E-Zone focused on catering to the consumer electronics segment. Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the USbased National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona. Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space. Future Group is one of the countrys leading business groups present in retail, asset management, consumer finance, insurance, retail media, retail spaces and logistics. The groups flagship company, Pantaloon Retail (India) Limited operates over 10 million square feet of retail space, has over 1,000 stores and employs over 30,000 people. Future Group is present in 61 cities and 65 rural locations in India. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, e Zone, Depot, Future Money and online retail format, futurebazaar.com Future Group companies includes, Future Capital Holdings, Future Generally India Indus League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling Co. Future Capital Holdings, the groups financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels.

The groups joint venture partners include Italian insurance major, Generally, French retailer ETAM group, US-based stationary products retailer, Staples Inc and UK-based Lee Cooper and India-based Talwalkars, Blue Foods and Liberty Shoes. Future Groups vision is to, deliver Everything, Everywhere, Every time to Every Indian Consumer in the most profitable manner. The group considers Indian-ness as a core value and its corporate credo is - Rewrite rules, Retain values. Futurebazaar.com is owned and operated by Future Bazaar India Ltd., a subsidiary of Pantaloon Retail (India) Limited. Future Group Manifesto: Future the word which signifies optimism, growth, achievement, strength, beauty, rewards and perfection. Future encourages us to explore areas yet unexplored, write rules yet unwritten; create new opportunities and new successes. To strive for a glorious future brings to us our strength, our ability to learn, unlearn and re-learn our ability to evolve. We, in Future Group, will not wait for the Future to unfold itself but create_futurescenarios in the consumer space and facilitate consumption because consumption is development. Thereby, we will effect socio-economic development for our customers, employees, shareholders, associates and partners. Our customers will not just get what they need, but also get them where, how and when they need. We will not just post satisfactory results, we will write success stories. We will not just operate efficiently in the Indian economy, we will evolve it. We will not just spot trends; we will set trends by marrying our consumer to their needs understanding of the Indian of tomorrow. It is this understanding that has helped us succeed. And it is this that will help us succeed in the Future. We shall keep relearning. And in this process, do just one thing. Rewrite Rules and Retain Values Group Vision:

Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in the most profitable manner. Group Mission: We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development. We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segments for classes and for masses. We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient, costconscious and committed to quality in whatever we do. We shall ensure that our positive attitude, sincerity, humility and united determination shall be the driving force to make us successful. Core 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. Flow: to respect and understand the universal laws of nature. Lines of Business E-TAILING FOOD BOOKS/MUSIC FASHION

TELECOM/IT HOME/ELECTRONICS GENERAL MERCHANDISE LEISURE/ENTERTAINMENT Stock Information Listed on: Bombay Stock Exchange Stock Code: BOM:523574 Company Timeline Major Milestones 1987: Company incorporated as Manz wear Private Limited. Launch of Pantaloons, Indias 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 an exclusive mens wear store in franchise 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: Company enters modern retail with the launch of the first 8000 square feet store, Pantaloons in Kolkata. 2001: Three Big Bazaar stores launched within a span of 22 days in Kolkata, Bangalore and Hyderabad. 2002: Food Bazaar, the supermarket chain was launched. 2004: Central Indias first seamless mall was launched in Bangalore. 2005 :Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus League Clothing and Planet Retail. Sets up Indias first real estate investment fund Kshitij to build a chain of shopping malls.

2006; Future Capital Holdings, the companys financial is formed to manage over $ 1.5 billion in real estate, private equity and retail infrastructure funds. Plans forays into retaining of consumer finance products. Home Town, a home building and improvement products retail chain was launched along with consumer durables format, E zone and furniture chain, Furniture Bazaar. Future group enters into joint venture agreements to launch insurance products with Italian insurance major, Generali. Forms joint ventures with US office stationery retailer, staples. 2007 Future Group crosses $1billion mark. Specialized companies in retail media, logistics, IPR, and brand development and retailed technology services become operational. Pantaloon retail wins the International retailer of the year at US- based National Retail Federation convention in New York and Emerging Retailer of the year award at the World Retain Congress held in Barcelona. Futurebazaar.com becomes Indias most popular shopping portal. 2008 Future Capital Holdings becomes the second group company to make a successful Initial Public Offering in the Indian capital markets. Big Bazaar crosses the 100 store mark, marking one of the fastest ever expansion of a Hypermarket anywhere in the world. Total operational retail space crosses 10 million square feet mark. Future Group acquires rural retail chain, Aadhar present in 65 rural locations Big Bazaar: Big Bazaar is a chain of department stores in India, currently with 92 stores. It is owned by the Pantaloon Retail India Ltd, Future Group. It works on the same economy model as Wal-Mart and has considerable success in many Indian cities and small towns. The goods are supplied from the Bangalore branch of Big Bazaar. The Big Bazaar, Chennai branch consists of 200 employees. It has 19 departments. The functional areas in Big Bazaar are Human resource, marketing, IT, admin, commercial, tailoring and logistics.

The departments are given below. Medicine bazaar (thulasi) NBD(glasses,watches,car accessories,helmet,cosmetics) Mobile bazaar Mens wear Womens wear Kids wear Foot wear Luggages Electronics bazaar Furnitures Home linen& Home dcor Depot Crockery Utensils Future money Plastics Toys Food Bazaar Customer service desk The sales persons working there are well trained to serve the customers. They are getting promotion as team leader for their best performance with increase in salary and incentives are also given. Employee discount cards are given to every employee for their purchasing in Big Bazaar. The idea was pioneered by entrepreneur Kishore Biyani, the CEO of Future Group. It is the biggest and the fastest growing chain of department store and aims to have 150 by June 2009 and 350 stores by the end of year 2010. Currently Big Bazaar stores are located only in India. Big Bazaar is not just another hypermarket. It caters to every need of a family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian consumers.

At Big Bazaar, we can get the best products at the best prices - thats what they guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise you. And this is just the beginning. Big Bazaar plans to add much more to complete your shopping experience. Many Big Bazaar stores have a grocery department and vegetable section called the Food Bazaar. Big Bazaar stores in Metros have a gaming area and kids' play area for entertainment. These have proven to be very popular as a hang-out area for people of all age groups. Board of Directors: Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the Group Chief Executive Officer of Future Group. He has led Pantaloon Retails emergence as the Indias leading retailer operating multiple retail formats that now cater to almost the consumption basket of a large section of Indian consumers. Kishore Biyani led the companys foray into organized retail with the opening up of the Pantaloons family store in 1997. This was followed in 2001 with the launch of Big Bazaar, a uniquely Indian hypermarket format that democratized shopping in India. It blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality. This was followed by a number of other formats including Food Bazaar, Central and Home Town. The year, 2006 marked the evolution of Future Group, that brought together the multiple initiatives taken by group companies in the areas of Retail, Brands, Space, Capital, Logistics and Media. Kishore Biyani advocates Indianness as the core value driving the group. The groups corporate credo is Rewrite Rules, Retain Values. Kishore Biyani was awarded the Ernst & Young Entrepreneur of the Year 2006 in the Services Sector and the Lakshmipat Singhania - IIM Lucknow Young Business Leader Award by Prime Minister, Dr. Manmohan Singh in 2006. He was also awarded the CNBC First Generation Entrepreneur of the Year 2006. Kishore Biyani was born in August, 1961 and is married to Sangita and they have two

daughters. He recently authored a book, It Happened In India that captures his entrepreneurial journey and the growth of modern retailing in India. Mr. Gopikishan Biyani Wholetime Director Mr. Rakesh Biyani Wholetime Director Mr. Ved Prakash Arya Director Mr. Shailesh Haribhakti Independent Director Mr. S. Doreswamy Independent Director Dr. D.O. Koshy Independent Director Ms. Anju Poddar Independent Director Ms. Bala Deshpande Independent Director Mr. Anil Harish Independent Director Awards and Recognition: Coca-Cola Golden Spoon Awards 2008 Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani Most Admired Food & Grocery Retailer of the Year Supermarkets: Food Bazaar Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big Bazaar Most Admired Retailer of the Year - Dynamic Growth in Network Expansion across Food, Beverages & Grocery: Future Group Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big Bazaar Coca-Cola Golden Spoon Awards 2008, were given away for the first time as a culmination of the Food Forum India 2008 a two day convention which saw the participation of leading brands, retailers & retail support organizations from across the globe. The awards were presented to honour enterprise, innovation and achievement in the food retailing business as a benchmark of excellence. The Reid & Taylor Awards For Retail Excellence 2008

Retail Leadership Award: Kishore Biyani Retail Best Employer of the Year: Future Group Retailer of The Year: Home Products and Office Improvements: HomeTown The Reid & Taylor Awards for Retail Excellence are an important feature of the Asia Retail Congress - Asias 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.

DATA ANALYSIS AND INTERPRETATION

No of respondent 228 72 INTERPRETATION Among the 300 respondents 76% are male and 24% are female.

gender male female

Demographic information
percentage 76 24

2. Age age 16-25 No of respondent 26-35 60 percentage 36-45 72 20 INTERPRETATION Above 46 300 respondent 32% are aged between 36-45, 24% between 26-35, 24% between 96 24 Among the 72 32 above 46 and 20% between 16-25. 24

3. monthly income level income Below 10000 No of respondent 10000-20000 126 percentage 20000-30000 108 42 INTERPRETATION Above 30000 respondens 42% has 42 income of less than 10000, 36% between 10000-20000, 36 Among the 300 an 24 an income of more than 30000. 14 14% between 20000-30000 and 8% has 8

Educational qualification qualification sslc No of respondent puc 30 degree 78 INTERPRETATION pg 132 Among the 300 respondens 64% are highly educated. phd 30 Un educated 12 18

percentage 10 26 44 10 4 6

Questions 1. Vehicles options Two wheeler Four wheeler

No of respondent 216 percentage 42 84 INTERPRETATION 16 Among the 300 respondens 84% owns two wheeler and 16% owns four wheeler.

2. How did you know about big bazaar? options friends No of respondent family 66 percentage advertisement 60 22 INTERPRETATION spouse the 300 respondens 48% came to know about big bazaar through advertisement, 22% 144 20 Among 30 10% through spouse. 48 through friends, 20% through family and 10

3. In which news paper do you buy? options hindu No of respondent Times of india 114 percentage Daily thandhi 36 38 INTERPRETATION dhinakaran 300 respondens 52% reads english news paper , 38% reads tamil news paper and 60 12 Among the Dailyare unsubscribers of any news paper. malar 48 20 10% DC 6 16 Not purchasing 6 2 30 2 10

4. Which form of promotions do you think is most effective? options t.v No of respondent print 198 percentage radio 84 66 INTERPRETATION 18 28 Among the 300 respondens 66% expressed that promotions through T.V are most effective, 28% 6 suggested that print media is effective and only 6% agree that radio is effective.

5. Do you understand the concept of advertisement? options yes No of respondent no 258 percentage 42 86 INTERPRETATION 14 Among the 300 respondens 86% understands the concept of advertisement.

6. What do you prefer most in the shop? options clothing No of respondent accessories 60 percentage groceries 96 20 INTERPRETATION 144 groceries, 32% purchases accessories and only 20% 32 Among the 300 respondens 48% purchases 48 selects clothings.

7. How do you rate the following purchase based on? options outstanding No of respondent excellent 18 percentage good 42 6 INTERPRETATION average the 300 respondens 38% expressed as good, 34% says that it is average, 14% agrees that 114 14 Among bad excellent, 6% responded as outstanding and 8% of respondents says that it is very bad. 102 38 it is 24 34 8

8. Based on quality packing availability options excellent No of respondent good 66 percentage average 192 22 INTERPRETATION bad 42 good, 22% excellent and 14% agree with average. 64 Among the 300 respondens 64% told that 0 14 0

9. options Door delivery Daily purchase

based on modes of purchase No of respondent 42 percentage 258 14 INTERPRETATION 86 Among the 300 respondens 86% likes daily purchase and 14% likes door delivery.

10) do you wait for the offer to make purchase? options yes No of respondent no 144 156 INTERPRETATION Among the 300 respondens 52% never waits offer for their purchase.

percentage 48 52

11) in which offer do you like most? options 5 days maha savings No of respondent Lowest price 3 days 24 percentage Wednesday bazaar 72 8 INTERPRETATION Monthlythe 300 respondens 58% prefer monthly saving bazaar, 24% likes 24 puchase in the savings bazaar 30 Among to 174 10 lowest price three days, 10% selects Wednesday bazaar for tier shopping and 8% prefer 5 days 58 maha savings.

12) do you feel that big bazaar provide value for money? options yes No of respondent no 204 percentage 96 68 INTERPRETATION 32 Among the 300 respondens 68% are agrees that big bazaar providing value for their money.

13) how frequently do you come? options weekly monthly occasionally

No of respondent 102 percentage 114 34 INTERPRETATION 84monthly, 34% visits weekly and 28% visits occassionally. 38 Among the 300 respondens 38% visits 28

14) evry customer is valuable. Big Bazar follow it? options yes no No of respondent 276 percentage 24 92 INTERPRETATION 8 Among the 300 respondens 92% says that big bazaar considering the customers are valuable.

FINDINGS customers are male Majority of the

Most of the people visiting big bazaar comes the age of between 36-45 The highest numbers of people have less than an income of 10000. Majority of the people are highly educated Most of the respondents own a two wheeler. The highest number of people came to know about big bazaar through advertisement Majority of the people read English news paper Most of the people likes promotion through television Most of the respondents are able to understand the concept of advertisement. The highest number of people purchasing groceries from big bazaar Most of the people rate big bazaar as a good retail shop Most of the respondents likes interactive purchase Majority of the respondents never waits for offer to make purchase Large number of people likes the monthly savings bazaar. The highest number of people agrees that big bazaar providing value for their money Most of the people visits big bazaar on a monthly basis Majority of the consumers are satisfied by the service provided by big bazaar.

SUGGESTIONS Increase the advertisement

Include route map to big bazaar Royapuram in pamphlets, hoardings and boards. Reduce the price of apparels and include more models Include some branded products especially in apparels Encourage the customer service Convey the offers regularly to customers and provoke them to visit the store regularly Arrange a bus stop in front of the store, because the nearest bus stops are too far from the store.