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CUSTOMER SATISFACTION AT BIG BAZAR

Supervised by

SHEETAL CHADDA

PROFESSOR (MARKETING DEPARTMENT)

Submitted

By

RAKESH KUMAR SAMARIYA

PGDM(RM) Roll No.-6078

Guru Nanak Institute of Management, Punjabi Bagh, New Delhi


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C ONTENT

Introduction

Problem Recognition

Scope of the study

Objective of the study

Data and Research Methodology

Tentative chapter plan

Limitation of study

Bibliography

Questionnaire


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INTRODUCTION

The word "Retail" originates from a French-Italian word. Retailer is someone who

cuts off or sheds a small piece from something. Retailing is the set of activities that

markets products or services to final consumers for their own personal or

household use. It does this by organizing their availability on a relatively large

scale and supplying them to customers on a relatively small scale. Retailer is a

Person or Agent or Agency or Company or Organization who is instrumental in

reaching the Goods or Merchandise or Services to the End User or Ultimate

Consumer.


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Indian Retail Industry:

Indian retail industry is the largest industry in India, contributing to over 13% of

the country's GDP. Organized retail industry in India is expected to rise 35%

yearly being driven by strong income growth, changing lifestyles, and favorable

demographic patterns. It is expected that by 2011-12 modern retail industry in

India will be worth US$ 590 billion. It has further been predicted that the retailing

industry in India will amount to US$ 833 billion by 2013 and US$ 1.3 trillion by

2018. Shopping in India has witnessed a revolution with the change in theconsumer buying behavior and the whole format of shopping also altering.

Industry of retail in India which has become modern can be seen from the fact that

there are huge shopping centers, malls and sprawling complexes which offer food,

shopping, and entertainment all under the same roof. Indian retail industry is


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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.

Big Bazaar has already plotted its own identity in the world retail. Big Bazzar is

retail chain of hypermarket in india that reaches to the customers with every needs

at a reasonable prices. This retail store is the subsidiary of the Future group. There

are 121 stores of Big Bazaar in India. This shopping store mainly attracts middle

class and lower-middle class with the discounted pricing and lucrative offers at

different products. In the year 2002, Big Bazaar introduces Food Bazaar as a Shop-

In-Shop pattern.

Objective of study.

The primary objective of the study remains to evaluate of impact of service quality

as provided by retail stores. The study covers the overall perspective to cover the

following objective:

1. To analyse the basic concept and history of the retail store.

2. To know what is service quality provided by the retail store.

3. How to attract the customer towards their products.


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4. To analyze the awareness of the retail store regarding the response of the

customer.

5. To analyze step what step should be taken in crisis.

6. To generate the suggestion , for the information providing extra quality of

services.

The need to study the of customer satisfaction at BIG BAZAR. The retail store

faces many of the problems in providing the services to the customer

1. The staff at the retail stores does not use the goods they sell and have no

enough information about the product.

2. In the retail store there are many brand products. The brand owner hasnt

educated the sale person about the philosophy of what their services are.

3. The orientation should be services and not sales because sales precedes great

service automatically sooner or later.

Data and methodology

The report customer satisfaction at BIG BAZAR aims to assimilate data about

customer services customer perception towards for it. The data for the study will

be collected by using both, primary as well as secondary sources. Under secondary


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research a detailed study was done from the various books, journals, magazines

written on customer services and their disbursement procedure through retailing

store to obtain the required information and to have precise idea of the services of

retail.

Primary Data: The primary data was collected by means of a survey.

Questionnaires were prepared and customer of the Big bazar were approached to

fill up the questioners. The questionnaire contains 15 questions which reflect on

the type and quality of services provided by the banks to the customers. The

response of the customer is recorded on a grade scale of 1 to 5 for question. The

filled up information was later analyzed to obtain the required interpretation and

the findings.

Secondary Data: Secondary data will constitute an integral part of study and it

will assimilated in following areas:

Data regarding services website.

Other data, news, articles and publications relating to services

and impact on customers.

Secondary data will be collected through extensive literature survey and sources

will include newspapers, internet,

Tentative chapter plan

1. Introduction of customer satisfaction.


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2. Importance of satisfaction.

3. Profile of Big Bazaar

4. Analysis of retailer for providing services.

5. Analysis of customer satisfaction towards the retail store.

6. summary

7. suggestion.

8. Conclusion,

9. Limitation

10.Bibliography


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BIBLIOGRAPHY

Books

1. Retail Management ( A strategic approach) by Barry Esrac & Joel Evios

2. Retail Management by Srivastav

3. Marketing management by Philip kotler.

4. Marketing management by Tapan K Panda.5. Marketing services through Quality by Leonard L Berry.

6. Marketing mastermind

7. Advertising express

8. 4 Ps

9. Business world

10.Business standards

11.Times of india

12.Hindustan times of india


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Websites

1. www.bigbazar.com

2. www.google.com

3. www.springlink.com

4. www.oppapers.com

Questionnaire

Name

Age

Gender- M ( ) F ( )

Mobile No -

Date- Occupation-

1. a) Do you frequently shop at big bazaar?

A). Yes ( ) B). No ( )

b) How frequently do you shop at big bazaar?
http://www.google.com/http://www.springlink.com/http://www.google.com/http://www.springlink.com/


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A) Every week ( ) B). Once in two week ( )

C). once in three week ( ) D). Once in a month ( )

2. a) What comes to your mind when you mean about big bazaar?

A). Discount ( ) B). Product variety ( ) C). Brand ( )

D). Quality ( ) E). Free offer ( ) F). Others ( )

3. In which section do you spend more time while shopping?

A). Food bazaar ( ) B). Apparels ( )

C). Household utensils ( ) D). Other section ( )

4. Do you think, this store has good parking facilities?

A). Yes ( ) B). No ( )

5. How is the ambiance of floor inside the store?

A). Excellent ( ) B). Good ( ) C).Ok ( ) D). Bad ( )

6. How do you feel about sales persons and promoters?

A). Excellent ( ) B).Good ( ) C).Average ( ) D). Bad ( )


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7. How is billing process?

A). Excellent ( ) B). Good ( ) C). Average ( ) D). Bad ( )

8. Do you feel that Big Bazaar provide you value for money?

A). Yes ( ) B). No ( )

9. The cleanliness and hygiene maintained in the store is-

A). Excellent ( ) B).Good ( ) C). Ok ( ) D). Bad ( )

10. Product display and signage in the store is-

A). Excellent ( ) B).Good( ) C). Ok ( ) D). Bad ( )

11. Location of Big Bazaar in your city is-

A). Excellent ( ) B).Good( ) C). Ok ( ) D). Bad ( )

12. The store layout at this store makes it easy for customers to move around the

store and find what they want?

A) Strongly Disagree ( ) B) Somewhat Disagree ( )


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C) Neutral ( ) D) Somewhat Agree ( )

E) Strongly Agree ( )

13. Through which promotional source you come to know about Big Bazaar?

A). Print Media ( ) B). Electronic Media ( )

C). Word of Mouth ( ) D). Magazine ( )

14. Which type of media appeals you more for purchasing from Big Bazaar?

A). Print Media ( ) B). Electronic Media ( )

C). Word of Mouth ( ) D). Magazine ( )

15. Which of the following service you have used most frequently?

A). Home Delivery ( ) B).Exchange ( )

C). Gift hampers ( ) D) Alteration ( )

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