STUDENT UNDERTAKING

This is to certify that I have completed the Project titled Analysis on Customer Service at BIG BAZAAR under the guidance of Ms.Shalini in partial fulfillment of the requirement for the award of Degree of Bachelor of Business Administration at Maharaja Agrasen Institute of Management Studies, Delhi. This is an original piece of work & I have not submitted it earlier elsewhere.

Date: Place:

Signature: Name: University Enrollment No.:

CERTIFICATE

This is to certify that the project titled Analysis on Customer Service at BIG BAZAAR is an academic work done by Prakash Kr. Thakur submitted in the partial fulfillment of the requirement for the award of the degree of Bachelor of Business Administration from Maharaja Agrasen Institute of Management Studies, Delhi, under my guidance & direction. To the best of my knowledge and belief the data & information presented by him in the project has not been submitted earlier.

Signature : Name of the Faculty: Designation:

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ACKNOWLEDGEMENT

Acknowledgement is an art, one can write glib stanzas without meaning a word, and on the other hand one can make simple expression of gratitude.

Though the language is a poor substitute for sentiments, yet there is no way out to recover to it for expressing my profound gratitude, indebtedness and sincere regards to Ms. Shalini, Faculty, MAIMS for being my project guide. It was under his constant guidance that I have been able to complete my project and make it a great learning experience. Last but not the least are my Parents and friends who stood by me during my busy schedule of completing the project and left no stone unturned to provide me an environment of love and affection.

Prakash Kr. Thakur

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EXECUTIVE SUMMARY

Big Bazaar is a future group company. In India first it was started in Mumbai in the year of 1987 and the main branch of Big Bazaar is in Mumbai. Exceptional customer service results in greater customer retention, which in turn results in higher profitability. Customer loyalty is a major contributor to sustainable profit growth. To achieve success, you must make superior service second nature of your organization. A seamless integration of all components in the service-profit chain employee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth links all the critical dynamics of top customer service Sadly, mature companies often forget or forsake the thing that made them successful in the first place: a customer-centric business model. They lose focus on the customer and start focusing on the bottom line and quarterly results. They look for ways to cut costs or increase revenues, often at the expense of the customer. They forget that satisfying customer needs and continuous value innovation is the only path to sustainable growth. This creates opportunities for new, smaller companies to emulate and improve upon what made their bigger competitors successful in the first place and steal their customers. This project focuses on analysis on customer service at Big bazaar, Future group, Pantaloon Retail (India) Ltd..

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