BIG BAZAAR

DECLARATION

I Miss Surfia Khatun Student of BBA Declare that this project report is prepared by me& not been previously fo rmed for any award, diploma or

any other degree in Goa University or else where

COURSE: BACHELOR OF BUSINESS ADMINISTRATIVECOLLEGE: S.S DEMPO COLLEGE OF COMMERCE & ECONOMICS

(Affiliated to Goa University, Goa)

Signature:___________ Date:_____________

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ACKNOWLEDGEMENT

In my field of education I have been successfully able to complete my internship program

which is a part of my course line. Hence I would like to take this opportunity to thank all

those who have helped me in achieving success.

Firstly I would like to thank our principal Mrs. Radhika Naik for approving & giving me this

opportunity to take training at Big bazaar, Margao. I would also like to thank our course

coordinator Mrs. Shweta Pinto for her kind support. Besides, we sincerely acknowledge Mrs.

Sharmila Swami for her hard work. She has been a guide not only for our training but for this

entire academic year.

I would like to express my sincere gratitude to Mr. Abhishek, who has provided me all the

necessary information required.

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CONTENTS

Executive Summary 4Objective of the study 5Scope of the study 6Introduction 7Introduction about the company 8Target customers 9Strategy 11Retail industry 13India’s fast growing apparel industry 13Layout chart of big bazaar 15India’s consumption cosmos 16SWOT Analysis 17Data collection 19Data analysis and data interpretation 21Findings 39Suggestions 40Conclusion 41Limitations 42Learning 42

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EXECUTIVE SUMMARY

The study shows customers buying pattern with Big Bazaar in the Goan outlet. It provides

guideline for the further research for the outlet. The study rate of customer satisfaction level

with Big Bazaar. The research is also important to identify market size, growth and market

potential of Big bazaar. The research shows future scenario of big bazaar in current

perspective. The study shows Opportunities and challenges for big bazaar with respect of

internal and external environment. Research says about main competitor in the field of

organised sectors. The study provides guideline to further extension of big bazaar in Goa. The

study also provide help to know the customer satisfaction with the big bazaar store in Goa.

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OBJECTIVE OF THE STUDY

1. To find out the buying behaviour of the customers coming in to Big Bazaar.

2. To determine the current status of Big bazaar.

3. To Study the satisfaction level of customers coming to Big Bazaar.

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SCOPE OF STUDY

The scope of the research is to identify the buying behaviour of customers of Big bazaar. This

research is based on primary data and secondary data. The study only focuses on urban

buying behaviour of customers. The study does not say anything about rural buying

behaviour of customer. The scope of research is limited to the Goan Outlet of Big Bazaar.

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INTRODUCTION

As customers tastes and preferences are changing, the market scenario is also changing from time to time. Today's market scenario is very different from that of the market scenario before 1990. There have been many factors responsible for the changing market scenario. It is the customers changing tastes and preference which has bought in a change in the market. Income level of the people has changed; life styles and social class of people have completely changed now than that of olden days. There has been a shift in the market demand in today's world. Technology is one of the major factors which is responsible for this paradigm shift in the market. Today's generation people are no more dependent on haat market and far off departmental stores. Today we can see a new era in market with the opening up of many departmental stores, hyper market, shopper's stop, malls, branded retail outlets and specialty stores. In today's world shopping is not any more tiresome work rather it's a pleasant outing Phenomenon now.

My study is based on a survey done on customers of a hypermarket named big bazaar. Big bazaar is a new type of market which came in to existence in India since 1994. It is a type of market where various kinds of products are available under one roof. But the store located at Margao has only one category available in it that is Apparel section. y study is on determining the customer's demand for big bazaar and the satisfaction level of customers in big bazaar. My study will find out the current status of big bazaar. This market field survey will help me in knowing the present customers tastes and preferences. It will help me in estimating the customer's future needs and wants.

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INTRODUCTION ABOUT THE COMPANY

BIG BAZAAR

Big Bazaar is a chain of hypermarket in India. As of June 2, 2012 there are 214 stores across 90 cities and towns in India covering around 16 million sq.ft. of retail space. Big Bazaar is designed as an agglomeration of bazaars or Indian markets with clusters offering a wide range of merchandise including fashion and apparels, food products, general merchandise, furniture, electronics, books, fast food and leisure and entertainment sections.

Big Bazaar is part of Future Group, which also owns the Central Hypermarket, Brand Factory, Pantaloons, eZONE, HomeTown, futurebazaar.com, KB's Fair Price to name a few and is owned through a wholly owned subsidiary of Pantaloon Retail India Limited.

Pantaloon Retail India Ltd (PRIL) has emerged as the leading retailer in India with its chain of Pantaloon, Big Bazaar and Food Bazaar stores. With the right mix of management capabilities, high growth product profile, well-developed strategy and extensive IT and logistics capabilities, PRIL has ensured rapid growth. More importantly, while most organized retailers are struggling to be in black, PRIL has demonstrated a consistent track record of profitable growth.

Big Bazaar was launched in September, 2001 with the opening of its first four stores in Calcutta, Indore, Bangalore and Hyderabad in 22 days. Within a span of ten years, there are now 161 Big Bazaar stores in 90 cities and towns across India.

Big Bazaar was started by Kishore Biyani, the Group CEO and Managing Director of Pantaloon Retail India. Though Big Bazaar was launched purely as a fashion format including apparel, cosmetics, accessory and general merchandise, over the years Big Bazaar has included a wide range of products and service offerings under their retail chain. The current formats includes Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar.

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OUR PROMISE

We consider our duty to keep our customers in mind at every step.

We go that extra mile and buy directly from the source and in bulk so that we can get the best rates.

We keep our margin low, so that we can offer you the best price on products that are of outstanding quality. This we believe is the true value and service that you, our customers will appreciate.

With your support, it shall be our effort to further reduce the prices, once our volumes increases.

OUR GUARANTY

“ We guarantee the exchange of any product that you have bought from Fbb and are not satisfied with, you can return the same with cash memo with in 15 days of purchase.

OBJECTIVE OF BIG BAZAAR

To make India Little more stylish

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TARGET CUSTOMERS

Big Bazaar targets higher and upper middle class customers because there has been growth in Indian middle class that has so far been used to buying apparel and groceries from small and cluttered neighborhood market shops is fast realizing the joys of visiting malls that have redefined the freedom to shop and entertain. Such malls are the new temples of leisure and weekend entertainment. India National Council for Applied Economic Research estimates that the nation middle class population currently comprises about 17 million households 90 million people with annual earnings ranging between $4,500 and $22,000 .An additional 287 million could be termed as aspirers or those that hope to join the middle class in the near term. Rising incomes, particularly in the lower and middle-income households, are impacting retail growth in India as these groups tend to spend more on upgrading and diversifying their lifestyles, eating out and moving on to processed and convenience foods.

TARGETING YOUNG WORKING CLASS

The large and growing young working population is a preferred customer segment for Big bazaar. These young people are early adopters of most modern product lines.The ongoing boom in sectors such as information technology and business process outsourcing has created a clientele with high disposable income and a increased demand for lifestyle merchandise such as watches, cosmetics and perfumes. This is a much-travelled and brand-savvy urban population. Interestingly, an estimated 40-50% of the Indian working woman salary is spent on apparel and footwear. Eating out, mobile phones and accessories make up the other leading spending options. Big Bazaar specifically target young, working professionals, home makers who are primary decision maker.

SERVICES

Big Bazaar provides a wide range of services to its customers like Trial rooms , security, baggage counter so that one could shop easily.

They even provide them with after sale services. They always have their outlets in such a location where it is easy to commute.

They have also given major emphasis to convince for customers in which layout has played a major role. The layout of the store is so effective that customers find their way out of what they want. Big Bazaar provides good employee service i.e their salesmen are always redy to provide help. Employee service is often neglected as part of good retail marketing but customer and employee interaction can be used as the significant tool for retail marketing.

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STRATEGY

According to Kishore Biyani's 3-C theory, Change and Confidence among the entire population is leading to rise in Consumption, through better employment and income which in turn is creating value to the agricultural products across the country. [4] Big Bazaar has divided India into three segments:

i. India one: Consuming class which includes upper middle and lower middle class (14% of India's population).

ii. India two: Serving class which includes people like drivers, household helps, office peons, liftmen, washermen, etc. (55% of India's population) and

iii. India three: Struggling class (remaining 31% of India's population).

While Big Bazaar is targeted at the population across India one and India two segments, Aadhaar Wholesale is aimed at reaching the population in India three segment. With this, Future Groupemerged as a retail destination for consumers across all classes in the Indian society.

DIVERSITY OF PRODUCT RANGE WILL ENSURE PROFITABLE VOLUME GROWTH

To achieve better return on retail space, PRIL uses certain product categories as margin managers and certain product categories to generate traffic. The food and groceries business will act as key volume growth driver while high share of apparel (which account for over 80% sales in Pantaloon Stores and 40% in Big Bazaar) will enable PRIL to maintain high margins. The management has demonstrated its ability to improve stock turnovers in both the formats successfully, which has enabled significant margin improvement.

FULLY INTEGRATED VALUE CHAIN AND OWN LABELS GIVE COMPETITIVE EDGE

PRIL has a completely integrated value chain in apparels from fabric manufacturing to apparel manufacturing, branding, distribution to retailing. The company controls the total value chain from yarn to apparel retailing hat gives a competitive edge in terms of speed of delivery, lower inventory carrying costs and better realizations. Also, large part of PRIL'sapparel revenues comes from own private labels. PRIL has developed significant competencies in apparel branding over a period of time and has developed own labels (John Miller, Shrishti, Bare, Annabelle, AFL) in all the apparel product categories. Worldwide, private labels give higher margin to retailers than the national brands. Also growth of private labels is faster as retailer controls shelf space and visibility. Other initiatives such as faster turnover of stocks by introducing 6 seasons in a year (against 2 earlier) has helped in bringing down inventory levels and at the same time providing wider choice to customer and improving frequency of customer visits.

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HIGH SCALABILITY OF BUSINESS MODEL - MULTIPLIER EFFECT WILL SET IN

Size and scale drive economies on procurement and lower logistics costs, which enables a retailer to deliver better value to customers. The hyper-market format has much higher scalability as compared to the pure apparel retailing format. Also, the potential to expand and scale is virtually unlimited in the food & grocery segment, where efficiencies improve dramatically with scale as the multiplier effect sets in. Food constitutes the largest expenditure item (estimated at over 50%) of an averageIndian's monthly personal expenditure. However, the share of modern retail formats in the Rs6700bn Food & Grocery market is a minuscule 0.3%, revealing the high growth potential in the segment.

NEW PRODUCT CATEGORIES AND INNOVATIVE TIE-UPS TO AID GROWTH

PRIL offers large number of products to the customer to give them better choice for selection. Different product categories have different depth and width in merchandise offering. Besides, PRIL has tied up with Shop-in-Shop partners in its Big Bazaar stores. Some product categories where the company does not have core competency or does not want to invest, but would attract customers are catered through these partners. Eventually, in the long run, the Company may manage some of these product categories on its own as volumes grow and it develops competencies in these businesses.Shop-in-Shop partners typically pay a fixed rental for their space and share a part of their profits. By expanding the range of product offerings and retail formats, PRIL today has been able to target a much larger share of the consumer's basket (about 70% as against less than 8% in 1994).PRIL will be adding new product categories to its business in both Pantaloons as well as Big Bazaar stores. Gold, Investment products, White goods and Appliances, Footwear will be the new product categories that will be added. These product categories will help in improving Walk In's into its stores and generate additional business from the existing categories too.

COMPETITION FROM GLOBAL PLAYERS WOULD POSE A MAJOR THREAT

Most global retailing majors have been keen on entering into the huge untapped Indian market. However policy restricts Direct Foreign Investment in the sector. There is a high likelihood of the Government lifting restriction on FDI into the retail sector in the near future. Entry of these foreign giants - with significant experience and skills in retail management would increase competition for PRIL. However, we believe that given the widely dispersed and heterogeneous nature of Indian markets, a foreign entrant would find it extremely difficult to establish a national presence. Pantaloon with its early mover advantage and understanding of local markets is well entrenched to retain high customer share.

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RETAIL INDUSTRY

The indian consumer could well be crowned king with all economic indicators in the right place. Queuing up for the coronation ceremony are a multitude of global companies that are looking at india as the next consumer market powerhouse. And it seems to be the retail sector that will give the desi consumer royal status.

In this study i will try to find out the present scenario of retail market in india. This project will give focus on the global scene to retail industry and what will drive the growth of industry in the future.

Retailing is the final step in the distribution of merchandise, the last link in supply chain - connecting the bulk procedures of commodities to the final consumers.

Retailing in india is thoroughly unorganised. There is no supply chain management perspective. According to a survey b y at kearney, an overwhelming proportion of the rs. 400,000 crore retail market is unorganised. In fact, only a rs. 20,000 crore segment of the market is organised.

From a size of only rs.20,000 crore, the organised retail industry will grow to rs. 160,000 crore by 2005. The total retail market, however, as indicated above will grow 20 per cent annually from rs. 400,000 crore in 2000 to rs. 800,000 crore by 2005

INDIA’S FAST-GROWING APPAREL MARKET

India’s apparel market is in the throes of change. Rapid growth and rising urbanization have spawned a new class of consumers with more money to spend, and a growing passion for fashion. In India’s high-growth, fast-changing retail clothing market, we see significant new growth opportunities for foreign and domestic players.

Indian apparel sales are expected to reach an estimated $25 billion this year, having grown in excess of 10 percent over the past 5 years—a growth rate faster than that of the overall India retail market—and the trajectory is expected to continue [Exhibit 1]. In India, apparel is the second largest retail category (behind food and groceries), representing approximately 10 percent of the total market. This growth is being driven by a number of factors:

Increase in disposable income: By 2005, 21 million of India’s 210 million households already earned more than $4,000 a year, qualifying them for membership in what we call “the consuming class.” Based on McKinsey research, by 2015 the number of consuming class households will likely triple to 64 million. 

New occasions: As the lifestyles of India’s prospering urban consumers have evolved, their clothing needs have broadened, reflecting more varied usage occasions. For men, clothing choices once came primarily in three basic categories: home-wear, work clothes, and special occasionwear. Now, with more “socializing” opportunities, men are buying more sophisticated combinations of outfits: party wear, sports wear, clothes for hanging out at the mall. Not long ago, for example, men from India’s northern regions only

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required a good dark suit or Sherwani, the traditional long coat, to cover big occasions and important celebrations. But over the past several years, men have begun to supplement those staples with expensive Westernstyle jackets, and collared shirts—some in “funky” patterns and cut for a night on the town, others in stripes or checks for casual meetings with important business associates. Today, Indians are more inclined than consumers in other markets to buy apparel for a specific purpose. Indeed, 38 percent of Indian respondents to a recent McKinsey study said they were highly likely to buy apparel for special events—a significantly higher proportion than in Brazil (5 percent), Russia (3 percent) or China (6 percent).2 Family celebrations and weddings continue to eat up an enormous share of Indian consumers’ clothing budgets. 

Growth in the women’s segment: Historically, the men’s apparel market in India has been significantly larger than the women’s apparel market. With only 20 percent of India’s urban women in the workforce, women’s wardrobes have traditionally been limited to home wear and items for special occasions. Now, women are more willing to dress differently when they venture beyond the home—to shop, for example, or visit a school or office. 

Fashion increasingly a form of self-expression: Increasingly, Indian consumers are embracing the idea of fashion for its own sake, as a means of self-expression, and not merely as a functional purchase. Television, movies, advertising and the Internet bombard today’s Indian consumer with new ideas about style, even as American-style shopping malls lure them away from traditional marketplaces. Traditional clothing remains central to the way consumers dress, and the quality and craftsmanship of classic Indian clothing have drawn rave reviews in recent years from some of the world’s leading designers, style magazines, and fashion blogs. In a recent McKinsey survey of Indian consumers, 62 percent said they thought it was important to “keep up with trends.” More than ever, Indian consumers are experimenting with combining styles, as seen in the recent “Indo-fusion,” boom, which mixes the silhouettes of the East with the comfort cut of the West.

Over the next five years, we expect this growth to continue and the size of the market to nearly double. The increase will come partly from continued gains in disposable income, but it’s not just that Indians have more to spend. As they prosper, Indian consumers will naturally continue to spend more of what they earn on what they wear. but the figure is often significantly higher in emerging markets. Besides continued momentum from the trends mentioned above, we see two additional forces that will inject further growth into India’s apparel sector: 

Further urbanization and the comparative youth of India’s population. At present, just 29 percent of India’s population resides in cities, among the lowest urbanization rates of any nation in the world. But that has been changing. Over the next 20 years, we expect the number of Indians living in cities to grow by 300 million, where they will don new styles and fashions to match new lifestyles. A large percentage of these new city dwellers will be in their twenties, and making first-time choices for whole categories of clothing items including denims, shirts, and even shoes. 

Continued rise of “organized retail.” Large, branded store chains where products are systematically stocked and displayed, will speed the transformation of consumer preferences. For now, organized retail accounts for less than 20 percent of all Indian apparel purchases

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A LAYOUT CHART OF BIG BAZAAR LOCATED AT MARGAO

HELP DESKLADIES JEANS, T-SHIRT AND TOPSSALWAR KAMEEZ, KURTA AND CHUDIDARLADIES INNERWEAR AND NIGHTWEARKIDS ASSOSORIESDRESS MATERIALSINFANT APPEREL AND UTILITIESGIRLS WEARBOYS WEAROCCASION WEAR- ETHNIC, PARTY AND SUITSMEN’S- SHIRT AND TROUSERSMEN’S JEANS AND T- SHIRTSWOOLEN CLOTHS FOR KIDSWINTER WEARCASH COUNTERTRIAL ROOMGIFT WRAP CONTER

DESCRIPTION

Help desk - the help desk is located in a place where everyone has their first sight that is in front of the entrance. This shows that when a person enters in to big bazaar it can get all information about the stores of big bazaar from the person sitting in the help desk. Help desk uses paging service as a tool for the convenience of its employees and customers.

Ladies section- ladies section is in the extreme left side. The ladies section is segregated in to seven parts. Ladies section starts from ladies jeans, t-shirt and topssalwar kameez, kurta and chudidar, ladies innerwear and nightwear respectively. Here the price of the apparel ranges from rs99 to rs1000 approx.

Kids section - the kids section is located just at the left corner of the entrance of big bazaar. In the kid's section kid's accessories like diapers, suckers, water bottles are available in one part. Kid's jackets and baba suits are available in another part. Kids casual wear (jeans and shorts) are placed in one part of it and infant shirts & t-shirts are also placed in another part. The apparels are available at a price of Rs. 199 onwards.

Mens section - next to it is the men's section that is in the extreme left. It is divided in to five parts. At one part men formal shirts are available. In other parts men trousers, men’s- shirt and trousersmen’s jeans and t- shirts, winter wear is available

Cash Counter - The cash counter is located just near the exit

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Consumption spending$ 350 billion

FashionAcc. 5.55.5 %

Consumer durable4%

Furniture 3.4%

Health beauty $ Pharama3.8%

Book & music 1.1 %

Food 62%

Fashion9.5%

Entertainment 7.9%

Telephone1.8%

INDIAN CONSUMPTION COSMOS

During past decades private final consumption expenditure has been the key driver economic growth in India.

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SWOT ANALYSIS OF BIG BAZAAR

A SWOT analysis is done to know the strengths, weakness, opportunities and threats of any company. This analysis will explain about tieshe strengths, weakness, opportunities and threats of Big bazaar.

STRENGHTS

Large variety option Cheap price Volume sales

WEAKNESS

Lacks in branded products Low product quality Unable to provide enough parking space to its customers

OPPORTUNITY

To open up more number of Big bazaars in different cities of Big Bazaar To grab the rural market To bring in the customers of other retail outlet by dealing with branded products Add more products to its product category

THREAT

Opening up of other discounted stores like Vishal mega mart Convenience of customers to nearby local stores Availability of products in other retail outlets

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DATA COLLECTION

AND

DATA ANALYSIS AND INTERPRETATION

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DATA COLLECTION

Data can be classified under two categories depending upon the sources utilized.

These categories are,

i. Primary Dataii. Secondary Data

DATA COLLECTION

Data is collected by using various methods. For the purpose of filling the objective of the study and for completing the Research project report, both primary and secondary data collected.

PRIMARY SOURCES

QUESTIONNAIREKeeping in view the objective of study a questionnaire was made with 17 questions each. All questions were small in size and arranged logically. The language is simple and understandable. INTERACTIONInformation was also obtained by conversation with the customers and the staff members.

SECONDARY DATA

The second information is taken from company document available on websites. The other related journal’s information and industry association’s sites have also been viewed.

SAMPLING DESIGN

With the objective set, a sample study was conducted in Goa, Fashion at Big Bazaar, the Margao store.

SAMPLE SIZE:

100 Consumers contacted during this research work.

COLLECTION OF QUESTIONNAIRE

Sufficient time was given to the respondents to answer the questionnaire. The questions were purposely kept short so that people coming in for shopping does not get disturbed.

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ANALYSIS

I have done a market field survey on big bazaar. I have surveyed 100 respondents in Goa who come to visit Big bazaar. A specific questionnaire is prepared for the customers and data is obtained from them by moving around big bazaar and personally interacting with them. The customers gave me valuable information regarding their consumption pattern in big bazaar. I collected all those information and a proper analysis is done.

All the analysis and its interpretation are discussed below. Each of the analysis is done as per the information obtained from the customers and a serious interpretation has been done to the best of my effort.

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1. GENDER

Male 40 %

Female 60 %

40%

60%

male female

ANALYSIS: In the above Pie chart majority of the people who come to Big bazaar are females and 40% respondent were male.

INTERPRETATION: From the above data I can interpret that woman plays a important role in shopping and it was also observed that mostly the male came to shopping with the spouse.

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2. WHICH CITY DO YOU COME FROM?

Margao 69 %Ponda 14 %Panjim 2 %Vasco 2 %Any other 13 %

69%

13%

2%2%

14%

citymargao ponda panjim vasco any other

ANALYSIS: The above diagram shows number of people coming to Big bazaar from different localities. 69% being the highest number of people from Margao than 13% of people from Ponda. Equal number of people 2% each from Panjim and Vasco and 14% of respondent from other cities of Goa

INTERPRETATION: From this I interpret that the maximum number of people who come for shopping in Big bazaar are from the same location where Big bazaar is located. It was also observed that maximum number of people from Ponda and Panjim were unaware about Big bazaar in Margao. Big bazaar should try to advertise more in Ponda and Panjim so that people are aware of the store.

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3. CUSTOMER’S MONTHLY INCOME

Higher income group 9 %Middle income group 16 %Lower income group 34 %No income group 41 %

9%16%

34%

41%

INCOME GROUPhigher income group middle income group lower income group no income group

ANALYSIS: The Above diagram shows the distribution of income level of customers coming in to Big bazaar. Among 100 respondents 34% of customers are from lower income group that is between Rs. 10000- 40000 per month. Least number of customers visiting Big bazaar are the higher income level people (above 60000) that constitute only 9%. The middle income level of people coming to Big bazaar constitutes of 16 %. 41% of people belong to no income group which mostly consist of students and college students.

INTERPRETATION: Big bazaar is the hub of shopping for lower income group people because of its reasonable price on its products. The Higher income level group people don’t prefer to do shopping in Big bazaar as it does not deal with branded products. The higher level income group people are very status conscious and their psychology is such that they don’t prefer much to visit Big bazaar as it is a discounted store. Hence Big bazaar should include branded products which will encourage higher income group people to come to Big bazaar.

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4. CUSTOMER’S VISIT BIG BAZAAR

Weekly 8 %Monthly 33 %Quarterly 14 %On unplanned basis 45 %

8%

33%

14%

45%

weekly monthly quaterly unplanned basis

INTERPRETATION: From this I interpret that in Big bazaar 45 % customers visit on unplanned basis, 33% customers visit monthly, 14% customers visit Quarterly and 8% customers visit weekly, it means mostly customer visit monthly or on unplanned basis for shopping.

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5. APART FROM BIG BAZAAR VISIT RETAIL OUTLET

Yes 88 %

No 12 %

yes no0

10

20

30

40

50

60

70

80

90

100

INTERPRETATION: From this I interpret that 88% customers of Big bazaar visit other retail stores for shopping and 12% customers of Big bazaar generally do not visit other retail stores. It shows that customer satisfaction level is less than an average in Big bazaar.

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6. PURPOSE BEHIND VISITING BIGBAZAAR

Shopping 65 %Outing 2 %Both 33 %

65%2%

33%

shopping outing both

ANALYSIS: Out of 100 respondents 65% of respondents visit Big bazaar for shopping, 2% for outing and 33% visit Big bazaar for both purpose.

INTERPRETATION: From this I interpret that Big bazaar is purely a shopping complex but it also facilitates a certain kind of ambience and decorum to the people that they also visit it for the purpose of outing. People enjoy shopping in Big bazaar.

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7. EXPENDITURE PATTERN AT BIG BAZAAR

Below Rs. 500 2 %Rs. 500 – 1000 35 %Rs. 1000- 1500 36 %Rs. 1500- 2000 15 %More than Rs. 2000 12 %

2%

35%

36%

15%

12%

below Rs. 500 Rs. 500 - 1000 Rs. 1000 - 1500Rs. 1500- 2000 More than Rs. 2000

ANALYSIS: We can clearly see from this graph that majority of the customers spend on average in Big bazaar that is 36% of people spend in the range of Rs. 1000- 1500 in a single visit to Big bazaar. Slightly less than the majority number of people that is 35% of people spend Rs. 500- 1000. 15% of people spend Rs. 1500-2000 in Big bazaar and 12% of people spend more than Rs. 2000 on a single visit whereas only 2% of customers are there who spends less than Rs. 500 in their visit to Big bazaar.

INTERPRETATION: From this I interpret that, since it is only a garment outlet customers purchase less and lead them to spend on an average. The customers who are spending very less money that is below Rs. 500 are mostly coming in just to move around Big bazaar and spend time. Only few people make purchase more than Rs. 2000. More discounts shall be provided to the people who do bulk purchase. This will encourage people to purchase more products.

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8. TIME SPENT BY CUSTOMER’S IN SHOPPING IN BIG BAZAAR

Less than half an hour 13 %Half an hour to 1 hour 30 %1 to 1 ½ hour 57 %1 ½ hour to 2 hour 0 %

less than half an hour half an hour to 1 hour

1 hour to 1 1/2 hour 1 1/2 to 2 hours0

10

20

30

40

50

60

13

30

57

ANALYSIS: People spend a lot of time in shopping in Big bazaar. Majority of the respondents (57%) said that they spend at least 1 hour to 1 ½ hours in Big bazaar. 30% of respondents said that they approximately take 1 hour for shopping . Only 13% of people said that they spend very little time that is less than half an hour in Big bazaar. And since it is a small outlet, hardly any customer takes 2 hours for shopping there.

INTERPRETATION: As per the given data I interpret that customers are very choosy now a days and that’s why they spend a lot of time in shopping in Big bazaar. Probably customers might even be spending more time in Big bazaar as it provides a very nice ambience and atmosphere for the people to shop in. Hence those person who spend half an hour or less than half an hour in Big bazaar are those persons who just come to purchase limited products and are not very choosy. The sales personnel should focus on the people who take long time in shopping and purchase a lot and provide special kind of service to them as they are the major customers.

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9. COMPARISON OF FOOTFALLS IN WEEKDAYS AND WEEKENDS

Week days 34 %Weekends 66 %

34%

66%

weeks days weekends

ANALYSIS: The above graph shows that more number of people comes to Big bazaar in weekends than that of week days. 34% of people visits Big bazaar in weekdays where as 66% of people visit Big bazaar in weekends.

INTERPRETATION: I can clearly interpret from this that most of the people tend to visit Big bazaar in weekends rather than that of week days. There is more footfalls in Big bazaar in weekends than that of week days. In order to bring in more number of customers in week days Big bazaar should provide some schemes in week days which will encourage people to come in to it in week days also. Since the crowd is more in weekends and Big bazaar should avail more parking spaces for its customers in weekends. It can make some temporary arrangements for parking every weekend.

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10. CUSTOMER’S PREFERENCE OF TIMING TO VISIT BIG BAZAAR

10 AM – 1 PM 46 %1 PM – 3 PM 11 %3 PM – 6 PM 15 %6 PM – 10 PM 28 %

46%

11%15%

28%

10 AM- 1 PM 1 PM- 3 PM 3 PM- 6 PM 6 PM- 10 PM

ANALYSIS: In the above pie chart shows that most of the people prefer to visit Big bazaar in morning time than that of the evening time. Only 28% of people prefer visiting Big bazaar in the evening while 26% of people tend to visit Big bazaar during noon time

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11. BRAND PREFERENCE OF CUSTOMER’S IN BIG BAZAAR

Yes 13 %No 55 %Depends on Category 30 %

15%

55%

30%

yes no depends on category

ANALYSIS: As seen in the above chart it is clearly known that only 15% of people prefer branded cloths in Big bazaar. 55% of people completely deny that they don’t prefer branded cloths. Whereas 30% of people said it depends on the types of cloths they want to purchase.

INTERPRETATION: From this I interpret that customers don’t opt for much brand preference while purchasing products in Big bazaar. A few customers search for brands but depending on the category. Customers probably don’t decide for brands on cloths as there are not much of known branded cloths available at Big bazaar. On product category like cloths, Big bazaar has many local branded cloths. Customers purchase a lot of these as its cheap in price even though its quality is not so good. As most of the customers belong to lower class and middle class income group, they purchase those local branded products as it gives them value for money. Different products of the same category have different prices. Quality and size of the product varies with price. Customers search for brands mostly in apparel section. Big bazaar should include more of the branded cloths in its category so that customers have more options to choose among the brands. This will bring in more number of people to Big bazaar which will definitely increase the sales.

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12. MODE OF PAYMENT BY CUSTOMER’S IN BAZAAR

Cash payment 71 %Credit payment 11 %Debit Payment 18 %

71%

11%

18%

cash payment credit payment debit payment

ANALYSIS: As per my study is concerned, out of the total respondents 71% of people make cash payment in Big bazaar. 11% of them uses credit card as their mode of payment and 18% of the people makes payment in Big bazaar through their debit card.

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13. FACTOR THAT ENCOURAGES THE MOST TO VISIT BIG BAZAAR

Price 26 %Service 3 %Ambience 12 %Product Variety 30 %Product Quality 15 %Convenience 14 %

price service ambience product variety product quality convenience0

5

10

15

20

25

30

ANALYSIS: People are mostly encouraged to come to Big bazaar because of its cheap price and availability of variety of products. Around 30% of the total respondents said they are mostly encouraged to come to Big bazaar as it has variety options. Many customers also said that they feel good about the service and the ambience provided by Big bazaar. Around 14% of customers also said that convenience is also another factor which leads them to come to Big bazaar. Service is rated low as much of it is a self service.

INTERPRETATION: From this I interpret that Big bazaar is well known for its variety options. Even it provides good service and ambience to its customers which encourages them to visit Big bazaar more and more times. I can also interpret that Big bazaar has located itself in a good place from where it is able to attract customers. Big bazaar has located itself in a good place from where it is convenient for the people to visit Big bazaar. Big bazaar should try and produce more qualitative products so that customers

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can get more satisfaction and would never think of not doing shopping in Big bazaar.

14. SERVICES OF THE SALES PRSONNEL IN BIG BAZAAR

Very good 17 %Good 29 %Ok 36 %Poor 13 %Very poor 5 %

INTERPRETATION: From this I interpret that 36% customers realize service of sales personnel in Big bazaar is OK, 29% realize good, 17% realise very good, 13% realise poor and 5% customers is very dissatisfied with sales personnel’s in Big bazaar.

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very good good ok poor very poor0

5

10

15

20

25

30

35

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15. CUSTOMER’S MODE OF TRANSPORT TO BIG BAZAAR

Hired Vehicle 2 %Two wheeler 67 %Four wheeler 24 %Any other 7 %

2%

67%

24%

7%

hired vehicle two wheeler four wheeler any other

ANALYSIS: Around 67% of the total respondent comes to Big bazaar with their own two wheelers. The second majority of people consist of people riding four wheeler and coming to Big bazaar. Only 2% of people of the total respondent visit Big bazaar on hired vehicles. 7% customers of the total respondent comes in any other mode of transport.

INTERPRETATION: from the above data I interpret that there are more number of two wheelers coming found in Big bazaar than that of four wheelers. People prefer more to go to Big bazaar in two wheelers than that in four wheeler. Probably because of the parking space availability. A very few number of people are found who comes to Big bazaar with a hire vehicle. Probably they might be the tourists.

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16. PARKING SPACE AVAILABILITY IN BIG BAZAAR

Less than adequate 74 %Adequate 23 %More than adequate 3 %

74%

23%3%

less than adequate adequate more than adequate

ANALYSIS: As it is shown in the pie chart a very huge number of people say Big bazaar does not provide adequate parking space. Small number of people also say that adequate space is provided for parking Big bazaar. Only 3% of people say that more than adequate space is available for parking in Big bazaar.

INTERPRETATION: Analyzing the above data, I interpret that customers are very much dissatisfied with the parking space availability provided by Big bazaar. Hence it is a threat for Big bazaar as it may lose its customers because of less parking space availability. Even though few customers say adequate space is available for parking but also it is a threat for it as it is seen more number of people are expected to come on to Big bazaar. In holidays probably it will be very difficult for customers to park their vehicle in Big bazaar.

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17. CUSTOMER’S PREFERNCE TOWARDS LOCAL STORES

Yes 65 %No 35 %

ANALYSIS: Out of my total respondent of 100 customers, 85% of them says they go to their nearby local store and 15% said that they don’t at all go to any other local stores. This shows that majority of people go to local stores even though they visit Big bazaar. But some customers are there who never go to other local stores.

INTERPRETATION: As per the given data I analyze that most number of people tend to purchase cloths from the local stores even if they come to Big bazaar. I can conclude from this that a local store is a competitor of Big bazaar. Some customers never go for shopping in local stores as of it does not have much variety option

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85%

15%

yes no

displayed at once. Probably they are more interested in having a shopping experience rather than to just go and purchase goods from local stores.

FINDINGS

SUGGESTIONS

CONCLUSION

LIMITATIONS

LEARNINGS

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FINDINGS

1. Most of the customers come to big bazaar for shopping that too largely on unplanned basis and monthly basis since the outlet provides only one product category with qualitative service and reasonable price.

2. A large number of customers also prefer going to other outlets as it does not provide product variety.

3. Many customers coming to big bazaar also expect other product varieties to come under the outlet, especially footwear and fashion accessories as shopping under one roof would be convenient.

4. Parking space provided by big bazaar is also less than adequate, which can make a customer think twice before coming to big bazaar.

5. There is lot of demand for branded cloths.

6. At present time Big bazaar provide only one type of product assortment, that is apparel, to the customers.

7. Charging on plastic bags created a dissatisfaction among the customers.

8. Big Bazaar mainly deal with Middle and lower income group people who want qualitative product with reasonable cost.

9. Big bazaar holds a huge customer base. The majority of customers belong to middle class family.

10. Impulse buying behaviour of customers comes into play most of the times in big bazaar.

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11. There are more than 50 big bazaar in different cities of India, it seems that there is a vast growth of big bazaar lying as customers demand is increasing for big bazaar.

SUGGESTIONS

Big Bazaar should include more of branded products in its apparel product category so as to attract people to come in to big bazaar.

Big bazaar should provide large or at least adequate parking space for its customers so they can easily park their vehicles.

Or at least manage to get temporary parking place during weekends as lot of people visit big bazaar in weekends.

Big bazaar can change the layout and add footwear to its product category as there is lot of demand for the footwear.

Cash counter and credit card payment counter be placed differently in order to reduce the rush and save the customer’s time. This will be a kind of motivator for the customers of big bazaar.

The service of the sales person is needed to be improved. Personal care should be taken by the sales person for the customers so that the customers feel good.

Price charged on the plastic bags should be already included in the MRP of the products.

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CONCLUSION

Big bazaar is a major shopping complex for today's customers. It is a place where customers find variety of products at a reasonable price. Big bazaar has a good reputation of itself in the market. It has positioned itself in the market as a discounted store. It holds a huge customer base. The majority of customers belong to middle and lower class family. The youth generation also likes shopping and moving around big bazaar. Volume sales always take place in big bazaar. Impulse buying behavior of customers comes in to play most of the times in big bazaar.

Big bazaar is a hypermarket as it provides various kinds of goods like apparels, grocery, stationary, food items, electronic items, leather items, watches, jewellery, crockery, decorative items, sport items, chocolates and many more. Right now it has come with only one outlet in Goa with only one product quality. It is planning to come with more number of big bazaar in different cities of the state. It competes with all the specialty stores of different products which provide goods at a discounted rate all through the year. It holds a large customer base and it seemed from the study that the customers are quite satisfied with big bazaar.

People not only visit big bazaar to do shopping but also visit for outing purpose as it provides a very nice ambience to its customers. As people go to malls they just tend to move around big bazaar whether it is for shopping purpose or for outing purpose. The major drawback of big bazaar is that it lacks in providing enough parking space for its customers. This may discourage the customers to come to big bazaar and shop as they face difficulty in parking their vehicles. As it is surveyed it seems that the biggest competitors of big bazaar are the local stores and the discounted specialty stores like Vishal mega mart, Big G etc.

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LIMITATION OF THE STUDY

Certain limitations do creep in a research study due to constraints of the time, money and human efforts, the present study is also not free from certain limitation, which were unavoidable.

Although all efforts were taken to make the result of the work as accurate as possible as survey but the survey have following constraints.

Due to fast pace of life, some customers were not able to do justification to the questionnaire.

Personal biases might have come while answer the questionnaire. As per company rule many information was not disclosed as the manager are busy in

their daily schedule. It was not possible for me to spend more time in interaction with them.

LEARNINGS OF THE STUDY

As my project involved interacting with customers, it gave me an opportunity to know why people visit big bazaar. Thereby it gave me wide exposure to know various kind of people. It gave me an opportunity to study different criteria people look for when making a purchase. Also gave me a real time experience of dealing with different people. Above all I learnt to be patient & the persuasive skill to get people to interact with me despite their busy schedule

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1. GENDER MALE FEMALE

2. WHICH CITY DO YOU COME FROM?MargaoPondaPanjimVascoAny other ______________

3. YOUR MONTHLY INCOME?Higher income group (more than Rs.60000)Middle income group (Rs. 40000-60000)Lower income group (Rs. 10000-40000)No income group (less than Rs. 10000)

4. HOW OFTEN DO YOU VISIT BIG BAZAAR?WeeklyMonthlyQuarterlyOn unplanned basis

5. DO YOU VISIT ANYOTHER OUTLET APART FROM BIG BAZAAR?YesNo

6. WHAT IS YOUR PURPOSE BEHIND VISITING BIG BAZAAR?ShoppingOutingBoth

7. WHAT IS YOUR APPROXIMATE EXPENDITURE PATTERN WHEN COMING TO BIG BAZAAR?Below Rs. 500Rs. 500-1000Rs. 1000-1500Rs. 1500-2000More than 2000

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8. HOW MUCH TIME DO YOU SPEND IN BIG BAZAAR FOR SHOPPING PURPOSE?Less than half an hourHalf an hour to 1 hour1 hour to 1 ½ hour1 ½ hour to 2 hours

9. WHEN DO YOU MOSTLY PREFER TO VISIT BIG BAZAAR?Week daysWeekends

10. YOUR PREFERENCE OF TIMING TO VISIT BIG BAZAAR?10 AM- 1 PM1 PM- 3 PM3 PM- 6 PM6 PM- 10 PM

11. DO YOU PREFER BRANDED CLOTHS IN BIG BAZAAR?YesNoDepends on category

12. WHAT MODE OF PAYMENT DO YOU MAKE?Cash PaymentCredit PaymentDebit Payment

13. HOW DO YOU FIND THE SERVICE OF THE SALES PERSONNEL IN BIG BAZAAR?Very goodGoodOKPoor Very poor

14. WHICH OF THE FOLLOWING FACTOR ENCOURAGES YOU TO COME TO BIG BAZAAR? RATE 1-6 (1 being the highest and 6 being the least)PriceServiceAmbienceProduct VarietyProduct QualityConvenience

15. YOUR MODE OF TRANSPORT TO BIG BAZAAR?Hired VehicleTwo wheelerFour WheelerAny other

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16. PARKING SPACE AVAILABILITY IN BIG BAZAAR?Less than adequateAdequateMore than adequate

17. DO YOU PREFER OTHERSECTIONS LIKE HOME UTENSILS, FOOT WEAR UNDER BIG BAZAAR?

BIBLIOGRAPHY

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http://www.bigbazaar.com/

http://en.wikipedia.org/wiki/Big_Bazaar

http://www.asklaila.com/search/Goa/-/big%20bazaar%20supermarket/?searchNearby=false

http://timescity.com/goa/events/offer-at-big-bazaar/39565

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