a study on feedback system adopted at big bazaar shivamogga

A STUDY ON FEEDBACK SYSTEM ADOPTED AT BIG BAZAAR

SHIVAMOGGA

Project Report submitted in partial fulfillment of the requirements for the

award of the Degree of

MASTER OF BUSINESS ADMINISTRATION Of

BENGALURU CENTRAL UNIVERSITY

BY

Name of Student: RAVIKUMAR H S

Reg. No: MB187709

Under the guidance of

Name of Faculty guide: Prof, NAGASUBBA REDDY

Name of the External guide: Mr. PONNESH RAO

Designation of guide; HR

R V INSTITUTE OF MANAGEMENT BENGALURU

2019–2020

DECLARATION

I hereby declare that A STUDY ON FEEDBACK SYSTEM ADOPTED AT BIG

BAZAAR, SHIVAMOGGA is the result of the project work carried out by me under

the guidance of Prof, NAGASUBBA REDDY and Mr. PONNESH RAO in partial

fulfilment for the award of Master’s Degree in Business Administration by

Bengaluru Central University.

I also declare that this project is the outcome of my own efforts and that it has not

been submitted to any other University or Institute for the award of any other degree

or Diploma or Certificate.

Place: Bengaluru Name: RAVIKUMAR H S

Registration Number:-MB187709

ACKNOWLEDGEMENT

I SINCERELY THANK THE MANAGEMENT OF BIG BAZAAR SHIVAMOGGA FOR GIVING ME AN

OPPORTUNITY TO UNDERGO MY PROJECT IN THEIR ESTEEMED COMPANY. MY HEARTY THANKS TO

MR. PONNESH RAO FOR HELPING ME TO CARRY OUT MY PROJECT SUCCESSFULLY AND

PROVIDING ME WITH HIS VALUABLE TIME. I THANK THE ENTIRE STAFF OF BIG BAZAAR

SHIMOGA FOR THEIR CO- OPERATION.

I TAKE THIS OPPORTUNITY TO EXPRESS MY HUMBLE AND DEEP SENSE OF GRATITUDE TO OUR

ESTEEMED PROF NAGASUBBA REDDY, FOR GIVING ME AN OPPORTUNITY TO UNDERGO THIS

PROJECT AND UNDERSTAND THE PRACTICALLY OF BUSINESS.

LASTLY, I WOULD LIKE TO TAKE THE PLEASURE OF BEING GRATEFUL TO MY FAMILY, WHO HAVE

CONSTANTLY BEEN THERE FOR ME AND HAVE MOTIVATED ME TO DO MY WORK WITH AT MOST

SINCERITY AND INTEGRITY.

RAVIKUMAR H S

MB187709

TABLE OF CONTENTS

TITLE PAGE NO

CHAPTER-1 INTRODUCTION

1.2 STATEMENT OF THE PROBLEM

1.3 NEED AND RELEVANCE OF THE STUDY

1-17

CHAPTER-2 METHODOLOGY

2.1 OBJECTIVE OF THE STUDY

2.2 METHODOLOGY

2.3 DATA COLLECTION

2.4 TOOLS FOR DATA ANALYSIS

2.5 LIMITATIONS OF THE STUDY

18-22

CHAPTER-3 SWOC OF THE TOPIC 23-26

CHAPTER-4 OUTCOMES OF THE STUDY

4.1 FISH BONE ANALYSIS

4.2 FINDINGS

4.3 SUGGESTIONS

27-31

CHAPTER-5 EXPERIENCE LEARNINGS AND CONCLUSIONS

5.1 EXPERIENCE AND LEARNINGS

5.2 CONCLUSION

32-34

R V INSTITUTE OF MANAGEMENT Page 1

A STUDY ON FEEDBACK SYSTEM ADOPTED AT BIG BAZAAR, SHIVAMOGGA

Chapter-1

INTRODUCTION



ABOUT THE INDUSTRY:

In the present consumer world customer’s taste and preferences are changing

dynamically. Today’s market scenario is very different from that of market scenario in

1990‟s. There have been many factors responsible for the changing market scenario.

Some of the factors are changing tastes and preferences, Income level of people, lifestyle

and societal factors have completely changed. Today we can see a new era in market with

the opening up of many departmental stores, hyper markets, malls, branded retail outlets

and specialty stores.

These above changes have given raise to rapid growth in retail sector. Understanding and

having in depth knowledge about the retail sector would become prime importance to any

management student.

My study is been carried out in hypermarket named BIG BAZAAR of M/S Future Retail.

Big bazaar is a type of hypermarket which came to existence in 2001. This is one of the

major hypermarkets which has contributed to the retail boom in India. The study in this

systematic and prestigious organization would be more essential for any management

student. In this hyper market various kinds of products are available under one roof. My

study in big bazaar is to get introduced to the organization, understand the organization in

various aspects, get exposed to the working culture of the organization, and apply

theoretical concepts in real life situation at the workplace.

BIG BAZAAR is an Indian retail store that operates as a chain of hypermarkets,

department stores and grocery stores. The retail chain was founded by Kishore Biyani

under his parent organization Future group, which is known for having a prominent in

Indian retail and fashion sectors. Big Bazaar is also the parent chain of Food bazaar,

Fashion at Big Bazaar and where at locations it houses all under one premises. It is a sister

Chain of other retail outlets like Brand Factory, Central, and Reliance Fresh etc. Big

Bazaar was founded in 2001 by Kishore Biryani in Mumbai, Maharashtra(India).They

have 256 stores all over nation.



BIG BAZAAR is chain of shopping malls in India, parent organization of Future Group.

They have had considerable success in many Indian cities and small towns .Big bazaar

provides quality items but at an affordable price. It is very innovative idea and this

hypermarket has almost anything under one roof. Like such as Toys, Household and

Furniture’s, Grocery, Clothing and Footwear etc.

At big Bazaar, price was the principal value proposition at these stores. The store sold a

variety of products 5% to 60% lower than the corresponding market price. Apparel, for

instance, was normally cheaper by 25% to 60%. To popularize discounts, Big Bazaar

circulated a Patrika with offer like: “Kanchan frying pan worth Rs. 250/- free with Dawat

premium Basmati rice worth Ds. 310/-” and “Buy two bottles of Haveli pickles, Get the

third free”.



COMPANY PROFILE:

BIG BAZAAR is started in shivamogga on 2014.it is situated in heart of the city. Big bazaar shivamogga

attracted local customers giving low prices for the products. The retail chain was founded by Kishore Biyani

under his parent organization Future group, which is known for having a prominent in Indian retail and fashion

sectors. Big Bazaar is also the parent chain of Food bazaar, Fashion at Big Bazaar and where at locations it

houses all under one premises. It mainly involves customer relative activities like selling and buying activity.

Big bazaar shivamogga has so many products, also it has 75 employees. 1 human resources manager are

included.

Products available in Big Bazaar:-

Apparel and accessories for men, women and children.

Baby accessories

Costmetics

Dress materials and shirtings

Electronics materials

Footwear

Toys

Home Textile

Stationary

Utensils & utilities

Luggage

Household plastics

Hardware

Vegetables and fruits

Cold drinks and ice cream



Big Bazaars core concept is to create a blend of a typical Indian bazaar and international super market

atmosphere with the objective of giving the consumer or the advantages of quality, range & price associated

with the large format stores. It helps to know the western & Indian values. The western values helps to know

the cleanliness and hygiene are offered through pre packed items, etc.

Vision And Mission :-

Vision;-

“To deliver everything, everywhere, every time, to every Indian customer in the most profitable

manner.”

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.

Board of Directors:

Founder:- Kishore Biyani (B.com, PGD)

President and CEO:- Sadashiv Nayak

Director:- Rakesh Biyani



STRUCTURE OF RETAIL INDUSTRY

1. Organised retail :organised to traders/ retails who are licensed for trading

activities and registered to pay tax to the government.

2. Unorganized retail: It consists of authorised small shops – conventional kirana

shops, general stores, corner shops among various other small retail outlets but remain

as the trading force of Indian retail industry.

3.Online retail: It is the sale of goods and services through the internet , it includes B2B,B2C.

RETAIL BIGGEST CHAIN IN INDIA

Big bazar 256+ stores in India

Reliance retail more than 1000 stores in India

Pantaloons

Spencer 80 small stores in India

D-mart

Shoppers shop 81 stores

More 505stores

Croma 96stores



NATURE OF BUSINESS

Big bazaar is an Indian retail store that operates a chain of hypermarkets, discount department stores,

and grocery stores. The main nature of this organization is that they are into retailing sector and

provide products of all categories under one roof with a low price.

PRODUCT PROFILE

Big Bazaar provides a wide range of products which are in the range starts from apparels, food,

farm products, furniture, child care, toys, etc. Products or goods of all the major brands are available

at Big Bazaar. Also there is an available of many in house brands introduced by Big Bazaar.

Products can be classified as,

FOOD BAZAAR

Ready to eat

HOME &PERSONALCARE

Shampoo

FASHION

Formal wear

Ready to cook Detergent Casual wear

Spices Soap Night wear

Staples Liquid Wash T-shirt

International foods Creams Jeans

Tea and coffee Deodorant Sarees

Bakery Home cleaner Dress material

Ethnic Wear

Party wear

CHILL STATIONEL

ECTRONIC BAZAAR

FURNITURE BAZAAR

Soft drink Television sets Living room

Packaged juice Refrigerator Bed room

Milk items Washing machine Kitchen



Frozen foods Computer Kids table

Ice-creams Microwaves Dining table

Laptops Beanbags

Decorative Items

FARM PRODUCTS

FASHION&JEWELLARY

CHILD CARE&TOYS

Fruits Footwear bazaar Kids wear

Vegetables Beauty care Toy bazaar

Imported fruits Navaratana Stationery

Dairy products Star parivar Child care



MCKINSEY 7S MODEL

HARD ELEMENTS AND SOFT ELEMENTS

1) STRATEGY 1) SHARED VALUES

2) STRUCTURE 2)SKILLS

3) SYSTEMS 3) STAFF

4) STYLE





Strategy:

Strategy is a plan developed by a firm to know the feedback system and successfully compete in the market.

What does a well-aligned strategy mean in 7s McKinsey model? In general, a sound strategy is the one that‟s

clearly articulated, is long-term, helps to achieve competitive advantage and is reinforced by strong vision,

mission and values.

Structure:

Structure represents the way business divisions and units are organized and include the information of who is

accountable to whom. In other words, structure is the organizational chart of the firm. It is also one of the most

visible and easy to change elements of the framework.

Systems:

Systems are the processes and procedures of the adopted system, which reveal business‟ daily activities and how

decisions are made. Systems are the area of the firm that determines how business is done and it should be the

main focus for managers during organizational change.

Skills:

Skills are the abilities that firm‟s employees perform very well. They also include capabilities and competence

for adopting system. During organizational change, the question often arises of what skills the company will

really need to reinforce its new strategy or new structure

Staff:

Staff element is concerned with what type and how many employees an organization will need and how they will

be recruited, trained, motivated and rewarded.

Style:

Style represents the way the company is managed by top-level managers, how they interact, what actions do they

take and their symbolic value. In other words, it is the management style of company‟s leaders

Shared Value:

Shared values are at the core of McKinsey 7s model. They are the norms and standards that guide employee

behaviour and company actions and thus, are the foundation of every organization.



PORTER’S FIVE FORCES MODEL:

Potter‟s Five Forces is an analytical method used for developing effective business strategies. In

1979, Michael E. Porter developed Five Forces theory. He advocated that there are some forces that

act for and against the profitability of an organization. Porter‟s Five Forces model is often used to

assess a company‟s competitiveness and strategic position.

THREAT OF NEW COMPANIES IN THE MARKET:

If a business is profitable, many companies will enter the business. Such a market will attract

multiple competitors. This will increase the competitiveness among the companies and at the same

time the profitability will fall down. In the retail sector in India, there are many large companies,

such as Reliance Fresh, More, Tata Hypermarket, Best Buy etc. These companies pose a competitive

threat to BIGBAZAAR

THREAT OF SUBSTITUTES:

When many companies produce similar products, there will be tough competition and fixing price

will be difficult. The market controls the price of the product. If the substitute products and services

are better than the main product, the consumer will choose the substitute products. BIG BAZAAR

also sells its own brands such as Pantaloons, DJ&G etc. As competitors offer a variety of the

substitute brands for cheaper price, Big bazaar also introduced multi brands in all their store in an

attempt to keep the customer happy.

SUPPLIER’S BARGAINING POWER:

Suppliers can also influence the decision in a company. Some decisions from the supplier‟s side such

as price increase, low supply etc. can put pressure on company.

BUYER’S BARGAINING POWER:

Bargaining power of consumers can put pressure on the company to reduce the price or improve the

quality. When there are many choices for the consumers, the brand loyalty will below.

COMPETITIVE RIVALRY:

Tight competition among the existing companies will affect the price, profit and availability of

products and services. When the companies produce similar goods and have similar business

objectives.



SWOT OF BIG BAZAAR:



STRENGTHS

1. Affordability for middle class is provided by Big Bazaar in India

2. Big Bazaar offers quality, choice and convenience

3. Wide range of products and service offerings

4. Strong presence in local market

5. Attractive promotional offers given by Big Bazaar to attract customer

through discounts, sales, exchange offers etc.

6. Large number of stock keeping units to make products available at all times.

7. Good branding and advertising by also roping in celebrity brand

ambassadors also boosted Big Bazaar's presence.

WEAKNESS

1. Big Bazaar is not known globally and restricted to the Indian market only.

2. No different game plan according to divergent people, their lifestyles, their tastes

and budgets in India.

3. Unavailability of popular brands.

4. General perception:‟ Low price = Low quality‟



OPPORTUNITIES

1. A lot of scope in india organization retail as it stands at approximately4%.

2. Entering into high premium segment.

3. Opportunity to expand into financial services catering to huge segment.

4. Increased rural penetration can also benefit Big Bazaar.

THREATS

1. Competitors with a global presence.

2. Online markets can severely affect the market share of Big Bazaar.

3. Low pieced brand perceived to be of low quality in Indian consumer minds.

4 .Taxation policies by government.



COMPETITORS OF BIG BAZAAR:



Backgroud of the problem:

Customer feedback is very necessary practice in marketing because with the help of this, a marketer

can know his customer’s attitudes about their products. By taking customer feedback the marketer can

make necessary improvement in his product according to the requirements of the customers.

Nowadays, it becomes a common practice that every company is taking the customers feedbacks

from any of the methods like through websites or e-mails.

According to planet_customer.com companies like Cadbury India, Godrej Soaps, Voltas, Johnson &

Johnson, Raymond, Eureka Forbes and Dabur etc. have already registered at the site & customers can

send their feedback through to them. Through net customers can communicate with the companies

directly- for complaints, compliments, suggestions and even questions.

1.2 STATEMENT OF THE PROBLEM:

Feedback system adopted at big bazaar is taken up to understand the issue and challenges faced in marketing

of big bazaar. Big bazaar is a very competitive market and it face certain issues while adopting the feedback

system.

1.3 NEED AND RELEVANCE OF THE STUDY:

This study is needed because as a management student we need to know how organizations run their

operations and understand and learn out of that experience. Consumers feedback system is one of the

processes which have a very important role to play in any organization. Proper consumers feedback is

essential to any organization success.

In present scenario it is very essential to know about the consumers feedback it would be better, if we

experience it by working in an organization. By working in organization we can collect primary data and

use it for research. It also helps in reducing errors in report making. It will give better understanding of the

automobile industry and help us understand the factors that affect the sale of cars.



Chapter-2

Methodology



2.1 OBJECTIVE OF THE STUDY:

1. To know the feedback system adopted at big bazaar.

2. To study the attitude of customers towards feedback mechanism.

3. To study issues and challenges.

4. To understand the implemention of porter’s 5 forces model at big bazaar.

5. To understand the retail industry in India.

6. To analyse consumer behavior towards bigbazaar.

7. To analyse Big bazaar through SWOC

.

2.2 METHODOLODY:

Methodology is the systematic, theoretical analysis of the methods applied to a field of study.

It is comprises the theoretical analysis of the body method and principles associated with a

branch of knowledge. Methodology used to collect information is interview method.

2.3 DATA COLLECTION:

Data collection is a technique of gathering and measuring information on variables, in a longtime

systematic fashion that enables one to answer stated research questions and compare

consequences.

Types of statistics collection are as follows:

Primary data collection

Secondary data collection

Primary data collection it is collected directly from respondents and it was not available

before, it is also known as raw data

Sources of primary data is direct interview



Secondary data series: The formerly recorded data about an event could be very vital in finding

the answer of similar form of problem. This available records is called secondary information.

Sources of secondary data are:

Annual reviews

Books

Websites

Company statements.

2.4 TOOLS FOR DATA ANALYSIS:

SWOC analysis

Fish bone analysis.

SWOC (strengths, weaknesses, opportunities, and challenges) analysis is a framework

used to evaluate a agency's competitive function and to increase strategic planning.

SWOC analysis assesses inner and outside factors, as well as contemporary and destiny

capability.

A SWOC evaluation is designed to facilitate a sensible, fact-based, records-driven study

the strengths and weaknesses of an corporation, its projects, or an enterprise. The

employer needs to hold the evaluation correct by using keeping off pre-conceived

beliefs or gray regions and as an alternative focusing on real-existence contexts.

Companies need to use it as a manual and not always as a prescription.

Strengths describe what an company excels at and what separates it from the

competition: a sturdy emblem, loyal patron base, a robust stability sheet, specific

technology, and so on. For example, a hedge fund may have developed a proprietary

trading method that returns market-beating effects. It ought to then decide the way to

use the ones consequences to draw new buyers.



Weaknesses forestall an organisation from performing at its most reliable stage. They

are areas in which the commercial enterprise desires to enhance to stay aggressive: a

vulnerable logo, better-than-average turnover, high ranges of debt, an insufficient

supply chain, or lack of capital.

Opportunities talk over with favorable external elements that might give an corporation

a competitive advantage. For instance, if a rustic cuts price lists, a vehicle manufacturer can

export its vehicles into a new marketplace, increasing sales and market share.

The final step in SWOC analysis is acknowledging challenges. This is how SWOC and

SWOT evaluation range due to the fact SWOT analysis specializes in threats.

Challenges are much like threats however have the hazard of being triumph over.

Threats have the potential to harm a firm, however challenges frequently exist already

and need to be handled accurately. This step is vital. If you’ve already examined the

strengths, weaknesses, and opportunities however pass assessing demanding situations,

you will be on the route to failure. Challenges can greatly undermine any progress

you’ve made, so with the aid of ignoring this step, you’ve opened yourself up to

capability failure.

Ishikawa diagrams it is also referred to as as fishbone diagrams, purpose-and-impact

diagrams, or ishikawa created via Kaoru Ishikawa (1968) that suggests the motives of

a particular occasion.It is going to be in fishbone form, showing elements of Equipment,

Process, People, Materials, Environment and Management, all affecting the general

hassle. Smaller arrows join the sub-reasons to essential motives. Common uses of the

Ishikawa diagram are Product layout and first-rate illness prevention, to choose out out

capacity factors inflicting an not unusual impact. Each cause or cause for imperfection

is a supply of variant. Causes are commonly grouped into number one classes to become

aware about the ones sources of model. The instructions usually consist of:



People: Anyone worried with the manner.

Methods: How the way is completed and the specific requirements for doing it, such

as pointers, strategies, tips, tips and felony suggestions

Machines: Any tool, computers, equipment, and so on. Required to carry out the

interest

Materials: Raw substances, factors, pens, paper, and many others. Used to deliver the

very last product

Measurements: Data generated from the machine which might be used to evaluate its

exquisite

Environment: The conditions, which includes vicinity, time, temperature, and way of

lifestyles wherein the device operates.

2.5 Limitations of the study:

The limitations of the examine are those traits of layout or method that impacted or stimulated the

interpretation of the findings out of your studies. They are the restrictions on generalizability,

applications to exercise, and/or application of findings that are the result of the ways in that you first

of all chose to design the examine or the method used to establish internal and external validity or

the end result of unanticipated challenges that emerged at some stage in the study.

Few limitations of the study are:

Companies restrictions in giving data to interns.

Limited sample size.

Single method of fish bone analysis is used.

Time restrictions of the study.

Findings of the study can be subjective.

Limited research done on the topic.



CHAPTER-3

SWOC OF THE TOPIC



SWOC OF THE TOPIC



Strengths:

The research has the potential to take feedback.

It has a simple approach to research of the topic.

Sample size is small.

More accurate research results.

Big bazaar is the biggest store in India, plenty of secondary data available to

collect the information.

The store can benefit from the research

Weakness:

Companies restrictions in giving data to interns.

Limited sample size.

Single method of fish bone analysis is used.

Time restrictions of the study.

Findings of the study can be subjective.

Limited research done on the topic.

One month study may not be taken seriously by the company.

Employees bias in giving straight answers.



Opportunity:

The research topic can be expanded to cover more topics.

Has e-commerce is gaining more importance it will be helpful in maintaining

stores relevance.

Find ways to improve feedback from customers.

It will find companies weakness which could be improved to better feedback.

Challenges:

Research was conducted for a period of one month.

Time constraint is main challenge.

Company’s unwillingness to disclose important data.

Employees were busy and less time to answer the questions

Limited resource to conduct research.

Changing market conditions.



CHAPTER-4

OUTCOMES OF THE STUDY



adopting feedbak

4.1 FISH BONE ANAYLSIS:

Time factor

Gender Age

challenges while

Ettiquate of data

Disappointed

customers

Language barriers

Literacy rate Adopting feedback

Fish Bone analysis of the problem.

1. TIME FACTOR:

One of the biggest things happening in the big bazaar that's perplexing feedback reporting

teams is that customers are changing the way that they buy products. Dealerships used to be

where the buyer’s journey started. For many, the dealership has now become the last step in

the journey after doing research on financing,reliability,warranty,maintenance,



2. GENDER:

Consumer mobility behavior is also changing it is hard for taking feedback to influence

customers into buying products in shivamogga. But the cities poor public transport

infrastructure helps a bit in convincing a family to buy products.

3. AGE:

Big bazaar have good competition. They have key competiteors like dmart vishal

mart,,Smart,etc. If the stores is untidy and not properly managed the customers would prefer to

visit other stores.

4. DISAPPOINTED CUSTOMERS:

Price is the most effective element of advertising mix that produces revenue. All the other factors

that is product, location and manufacturing technique and so forth. Pricing composition is the first

problem going through the marketing executive.

5. LANGUAGE BARRIERS:

The store located in bus stand in shivamogga is in prime locality. The customers who enter the

store come from various backgrounds. There cannot be one marketing method for all the

customers. It should be customer eccentric. The issues faced in handling customers understand

the financial background of the customers and their preferences. Each customer is unique and

presents a challenge to market the products.

6. LITERACY RATE:

Big bazaar do not have sufficient advertising strategies in place to promote their products. They

do not market their stores through digital marketing. They call potential customers and try to

convince them in visiting the stores. Good after sales service is very important to improve brand

image. If a customer is satisfied with store service and periodic service then s/he would

recommend ten other friends. Mouth of word marketing is a underutilized but highly effective

tool.



4.2 FINDINGS:

It is being observed that there are many issues while adopting the feedback system at

big bazaar

The location of the stores does favour them in selling their productss.

They are having strong financial support to adopt feedback system.

They have sufficient human resources..

Customers happiely give feedback.

Digital marketing is limited by the company.

Pricing of the productss is the key factor in selling the productss. Big bazaar have

good pricing strategy.

The stores has good ambience and is well maintained.

Customer relationship management is handled by many employees it is easy to take

feedback.

They have sufficient amount of display products for customers to touch and feel.

They also maintain a good stock.

All products are available which helps to customers to give feedback.



4.3 SUGGESTIONS:

1. They should use the suggestion box to know feedback system

2. Chocolate counter should be displayed near the Toy section so that it can easily attract

the attention of Kids.

3. Sometimes the shelfes remain empty, after customers feedback management should know

that, it is the task of salesperson to put all the products, which are lacking on the shelf or

which have been finished on the shelf.

4. The section containing curtain fabric should be removed from the household

section because of very less sales and turnover. It also occupies lot of shelf space in

the section.

5. There should be some sitting arrangements in Big bazaar, as the old people &

children get tired & wanted to sit somewhere.

6. The quality of Garments & Plastics should be improved. Means some good brands

should also maintained in Big bazaar.



Chapter-5

EXPERIENCE, LEARNINGS

AND CONCLUSION



5.1 LEARNINGS AND EXPERINCE

Learning:

A project work carried at big bazzar was of 4 weeks in shivamogga it was very useful and gave

me a good experience to know about the organization. It helps to know the feedback system

adopted at big bazaar. Also Project helped to know the intrinsic of marketing in retail industry

and what are the challenges faced in marketing retail industry. Study assisted in understanding

the various factors that influence the sale of product. Through this study it helped to gain

practical knowledge

Experience:

This project was very helpful in learning most of the management skills and supervision skills. A

good place to learn about customer relationship. The very first industrial exposure on a real field

experience was provided. Interns are treated similar to employees and are provided with huge

knowledge and experience. It was a great exposure to the market and understanding customer

queries and replacing the product. In this project, being patient, solving queries and treating every

customer politely and working with all people there, gave a good experience of the market



5.2 CONCLUSION

There are many factors that affect the feedback system at big bazaar Pricing, Product,

place and promotion play important role in customer feedback for big bazaar. Big bazaar

stores in India is a competitive market. Companies try various steps to take customers

feedback in order to meet sale targets.

Big bazaar face various issues and challenges in taking their feedback from customers.

There were a large percentage of customers who are highly satisfied with the price level.

They feel reasonable prices in Big Bazaar as well as in food bazaar. But some people didn’t

agree with the slogan ‘Sasta Price’ in Big Bazaar as they feel the prices are quite similar to

that of the market price. As what I have observed that middle class families are highly

satisfied with the price level.

According to my survey a great number of population are very much satisfied with the

availability & accessibility of products in Big Bazaar. But there are many complaints

regarding the quality of Plastics & Garments In Big Bazaar. Customers found most of the

items in Plastics were damaged &told that they are not long lasting. But the purchasing of

Plastics was in bulk as they are cheaper than other items. So purchasing percentage of

Plastics were more.



BIBLIOGRAPHY

Book: Kotler Philip, “Marketing Management”, 14th Ed, Prentice Hall, NJ, 2014.

Websites:

Ragavendra Kamath, “Big Bazaar: Bigger and

Better” Retrieved 10/08/2019.www.business-

standard.com

Rashmi Prathap, “Big bazaar complete integration of Easy day stores"

Retrieved 12/08/2019.www.thehindubusinessline.com

Strength, Weakness, Opportunity, and Threat (SWOT) Analysis, viewed on

16/08/2019. https://www.investopedia.com/terms/s/swot.asp.

McKinsey 7-S Framework, viewed on 16/08/2019.

https://www.mindtools.com/pages/article/newSTR_91.htm.

Ishikawa diagram, viewed on 18/08/2019.

http://www.qualitysupervision.eu/qa/tools/cause_en.htm.

http://www.business-standard.com/

http://www.business-standard.com/

http://www.thehindubusinessline.com/

https://www.investopedia.com/terms/s/swot.asp

https://www.mindtools.com/pages/article/newSTR_91.htm

https://www.mindtools.com/pages/article/newSTR_91.htm

http://www.qualitysupervision.eu/qa/tools/cause_en.htm

http://www.qualitysupervision.eu/qa/tools/cause_en.htm


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