To,

The AIMA-CME New Delhi

Subject: To get approval of attached Synopsis to start project work

Dear Sir/Maam. This is to state that I am student of 4th Module of Post Graduate Diploma in Operations and registration number is 420810003. The title of my project is A Study on Service Quality Delivery of Big Bazaar. I am submitting this synopsis of the said project and I kindly request you to please approve so that I can go ahead with the project.

Thanking you

Yours obediently Ganesh Kumar Reg. No. 420810003 Address for Correspondence: Near New Bust Stop Street No. 2 VPO Dharuhera, Distt. Rewari Haryana -123106 Email: ganes_us2006@rediffmail.com Contact: +91 - 9718506130

Synopsis Contents

1. Working Title 2. Purpose Of The Research 3. Aim 4. Objective 5. Key Questions 6. Outline Of Research Methodology 7. Proposed Content

Working titleA study on Service Quality Delivery of Big Bazaar PurposeThere is a tendency to think of quality as being upscale, first class and expensive. In fact, quality can be achieved at all price levels if the need and desires of the customers are met, and exceeded. The nature of most services is such that the customer is present in the delivery process. This means that the perception of quality is influenced not only by the service outcome but also by the service processes. This report will highlight the successful delivery of services and gaps that cause unsuccessful delivery of services of Big Bazaar AimAim of the study is to analyze quality of services being delivered by Big Bazaar and level of customer satisfaction and expectation ObjectivesThe objectives of the study are 1) To know the level of service quality delivery of Big Bazaar. 2) To know the customers satisfaction with Big Bazaar. 3) To suggest suitable strategies for upgrading the performance of store Key Questionsy y

Do Big Bazaars physical facilities are visually appealing? Do materials associated with the store service such as (Carrying Bags) are visually appealing at Big Bazaar?

Whether the store layout makes it easier for the customers to find what they need?

y y y

Can customers move freely around? Do store works on error free sales transactions and records? Do employees in the store have enough knowledge to answer the questions?

y y y y

Do employees in Big Bazaar store are consistently polite to customers? Do the behavior of the employees makes confidence in the customers? Do store willing to handle returns and exchange Do store accepts major credit card?

Research Methodologyy y y y y y y y y y y

Formulating the research problem Extensive literature survey Development of working hypothesis Preparing research design Determining sample design Collecting the data Execution the project Analysis of data Hypothesis testing Generalizations and interpretations Preparation the report of the thesis

Proposed Contentsy y y y y y y y y y y

About the topic Objective of the study Review of literature Company profile Research methodology Data analysis and interpretation Findings Recommendation and suggestion Limitation Conclusion Bibliography