Consumer behaviour towards Big Bazaar

8/10/2019 Consumer behaviour towards Big Bazaar

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SUMMER INTERNSHIP PROJECT REPORTAT

FUTURE GROUPBIG BAZAAR

A Project Report Submitted In Partial Fulfilment of the RequirementsFor The Award of the

M ASTERS I N BUSI NESS ADM I NI STRATIONTO

M.S.RAMAIAH MANAGEMENT INSTITUTEBY

S ATHAULLAH (13M07742)MBA (UoM) BATCH 2013-15

Under the guidance of

Prof. AVINASH B.M.

GUIDE NAMEProf.AVINASH B.M.

M. S. RAMAIAH MANAGEMENT INSTITUTE

NEW BEL ROAD, BANGALORE-560054


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CERTIFICATE

This is to certify that the Project Report at FUTURE VALUE RETAIL INDIA LTD. submitted

in partial fulfillment of the requirements for the award of the MASTER OF BUSINESS

ADMINISTRATION to M.S.RAMAIAH MANAGEMENT INSTITUTE is a record of bonafide

training carried out under my supervision and guidance and that no part of this report has been

submitted for the award of any other degree/diploma/fellowship or similar titles or prizes.

GUIDE

Signature:

Name:

Qualifications:


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STUDENTS DECLARATION

I hereby declare that the Project Report conducted at FUTURE VALUE RETAIL LIMITED

under the guidance of Prof. AVINASH submitted in partial fulfillment of the requirements for

the MASTER OF BUSINESS ADMINISTRATION (UOM) to M.S. RAMAIAH

MANAGEMENT INSTITUT , is my original work and the same has not been submitted for the

award of any other Degree/Diploma/Fellowship or other similar titles or prizes.

Place: Bangalore (S ATHAULLAH)

Date: Reg. No: 13M07742


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ACKNOWLEDGEMENT

I extend my special gratitude to our beloved Dean Dr. H. Muralidharan and Academic

H ead Prof. V. N arayanan and Program Head Dr. Triveni P. for inspiring me to take up

this project.

I wish to acknowledge my sincere gratitude and indebtedness to my project guide P rof.

AVINASH of M.S. RAMAIAH MANAGEMENT MINSTITUTE, Bangalore for his

valuable guidance and constructive suggestions in the preparation of project report.

STUDENT S NAME

S ATHAULLAH


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TABLE OF CONTENT

Chapter Title Page No

1 INDUSTRY ANALYSIS 2

2 COMPANY ANALYSIS 13

3 DISCUSSION ON TRAINING 25

4 ANALYSIS OF RESEARCH UNDERTAKEN

27


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List of Tables

Table No Table name Page No1 Number of Respondents in Gender 352 Customer Age groups 36

3 Respondents Marital Status 37

4 Respondents Income Level per month 38

5 Respondents frequently visiting Big Bazaar 39

6 Respondents Main purpose of Purchase at Big Bazaar 40

7 Types of products Purchased by Respondents in Big Bazaar 41

8 Respondents reasons behind Purchase in Big Bazaar 42

9 Respondents asking Assistance from staff while Purchase 43

10 Respondents perception towards the pricing of products 44

11 Respondents preference to shop in Big Bazaar 45

12 Respondents most shopping place in City 46

13 Respondents using facilities of Big Bazaar 47

14 Respondents preferred days to shop in Big Bazaar 48

15 Respondents Overall experience in Big Bazaar 49

16 Respondents suggestion to other to shop at Big Bazaar 50

17 Respondents suggestions to attract Customers 51

18 Respondents sources of Awareness about Big Bazaar 52

19 Advertisements attracted respondents towards Big Bazaar 53

20 Source of advertising that can reach easily to Customers 54

21 Respondents Satisfaction levels 55

21.1 Customer satisfaction level for location 56

21.2 Customer satisfaction level for Operating time 57

21.3 Customer satisfaction level for Cleanness of store 58

21.4 Customer satisfaction level for Spacious shop floor 59

21.5 Customer satisfaction level for Easy to locate any product 60

21.6 Customer satisfaction level for Promotion Offers 61

21.7 Customer satisfaction level for Prices of products 62

21.8 Customer satisfaction level for Flexibility in payments 63

21.9 Customer satisfaction level for Services in CSD 64


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EXECUTIVE SUMMARY

The Indian retail industry, one of the fastest growing industries in the country over the past

couple of years is no exception. There is no doubt that the Indian retail scene is booming.

India s retailing boom is the result of rapid globalization and the recognition of being a very

potential market by big giants and foreign companies making the market more competitive.

This has caused existing retailer s tore -tailor their strategies to suit the new landscapes.

This retail industry deals Food Bazaar and various sections which help the society with their

daily needs. After interaction with customers I found that they are more satisfied with the

food bazaar rather than any other products.

While working on this project various topics and concepts came to the knowledge which was

unheard and unknown before. A survey was also conducted for this project which mainly

focuses on the consumer behaviour towards Big Bazaar. It would also help in knowing the

various factors that are influence consumer behaviour and understand consumer behaviour

towards Big Bazaar. Big Bazaar has brought about many changes in the buying habits of

people.

It has created formats, which provide all items under one roof. Big Bazaar has maintainedthat uniqueness& succeeded in attracting customers.

Big Bazaar is not just another hypermarket. It caters to every need of your family. Big Bazaar

scores over other stores is its value for money proposition for Indian Customers. With the

ever-increasing array of private labels, it has opened doors in the world of fashion and

general merchandise, including home furnishings, utensils, crockery, sport goods and much.


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1. INDUSTRY PROFILE


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Retail is the sale of goods and services from individuals or businesses to the end-user. Retailers

are part of an integrated system called the supply chain. A retailer purchases goods or products in

large quantities from manufacturers directly or through a wholesale, and then sells smaller

quantities to the consumer for a profit. Retailing can be done in either fixed locations like stores

or markets, door-to-door or by delivery. Retailing includes subordinated services, such as

delivery. The term "retailer" is also applied where a service provider services the needs of a large

number of individuals, such as for the public. Shops may be on residential streets, streets with

few or no houses or in a shopping mall. Shopping streets may be for pedestrians only. Sometimes

a shopping street has a partial or full roof to protect customers from precipitation. Online

retailing, a type of electronic commerce used for business-to-consumer (B2C) transactions and

mail order, are forms of non-shop retailing.

Shopping generally refers to the act of buying products. Sometimes this is done to obtain

necessities such as food and clothing; sometimes it is done as a recreational activity.

Recreational shopping often involves window shopping (just looking, not buying) and browsing

and does not always result in a purchase Etymology.

Retail comes from the Old French word trailer, which means "to cut off, clip, pare, divide" in

terms of tailoring (1365). It was first recorded as a noun with the meaning of a "sale in small

quantities" in 1433 (from the Middle French retail, "piece cut off, shred, scrap, paring"). [1] Like

in French, the word retail in both Dutch and German also refers to the sale of small quantities of

items.

Types of retail outlets

San Juan de Dios Market in Guadalajara, Jalisco Inside a supermarket in Russia Walnut Market in Katra, Jammu & Kashmir, India


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A marketplace is a location where goods and services are exchanged. The traditional market

square is a city square where traders set up stalls and buyers browse the stores. This kind of

market is very old, and countless such markets are still in operation around the whole world.

In some parts of the world, the retail business is still dominated by small family-run stores, but

this market is increasingly being taken over by large retail chains.

Retail is usually classified by type of products as follows:

Food products

Hard goods or durable goods ("hardliner retailers") - appliances, electronics, furniture, sporting

goods, etc. Goods that do not quickly wear out and provide utility over time.

Soft goods or consumables - clothing, apparel, and other fabrics. Goods that are consumed after

one use or have a limited period (typically under three years) in which you may use them.

There are the following types of retailers by marketing strategy:

Department stores - very large stores offering a huge assortment of "soft" and

"hard goods; often bear a resemblance to a collection of specialty stores. A

retailer of such store carries variety of categories and has broad assortment at

average price. They offer considerable customer service.

Discount stores - tend to offer a wide array of products and services, but they

compete mainly on price offers extensive assortment of merchandise at affordable

and cut-rate prices. Normally retailers sell less fashion-oriented brands.

Warehouse stores - warehouses that offer low-cost, often high-quantity goods

piled on pallets or steel shelves; warehouse clubs charge a membership fee;

Variety stores - these offer extremely low-cost goods, with limited selection;

Demographic - retailers that aim at one particular segment (e.g., high-end

retailers focusing on wealthy individuals).


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Mom-And-Pop: is a small retail outlet owned and operated by an individual or

family. Focuses on a relatively limited and selective set of products.

Specialty stores: A typical speciality store gives attention to a particular category

and provides high level of service to the customers. A pet store that specializes in

selling dog food would be regarded as a specialty store. However, branded stores

also come under this format. For example if a customer visits a Reebok or Gap

store then they find just Reebok and Gap products in the respective stores.

Boutiques or Concept stores are similar to specialty stores. Concept stores are

very small in size, and only ever stock one brand. They are run by the brand that

controls them. An example of brand that distributes largely through their ownwidely distributed concept stores is L'OCCITANE en Provence. The limited size

and offering of L'OCCITANE's stores are too small to be considered a specialty

store proper.

General store : a rural store that supplies the main needs for the local

community;

Convenience stores: is essentially found in residential areas. They provide

limited amount of merchandise at more than average prices with a speedy

checkout. This store is ideal for emergency and immediate purchases as it often

works with extended hours, stocking every day;

Hypermarkets: provides variety and huge volumes of exclusive merchandise at

low margins. The operating cost is comparatively less than other retail formats.

Supermarkets: is a self-service store consisting mainly of grocery and limited

products on non-food items. They may adopt a Hi-Lo or an EDLP strategy for

pricing. The supermarkets can be anywhere between 20,000 and 40,000 square

feet (3,700 m2). Example: SPAR supermarket.


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Malls: has a range of retail shops at a single outlet. They endow with products,

food and entertainment under a roof.

Category killers or Category Specialist : By supplying wide assortment in a

single category for lower prices a retailer can "kill" that category for other

retailers. For few categories, such as electronics, the products are displayed at the

centre of the store and sales person will be available to address customer queries

and give suggestions when required. Other retail format stores are forced to

reduce the prices if a category specialist retail store is present in the vicinity.

E-tailors: The customer can shop and order through internet and the merchandise

are dropped at the customer's doorstep. Here the retailers use drop shipping

technique. They accept the payment for the product but the customer receives the

product directly from the manufacturer or a wholesaler. This format is ideal for

customers who do not want to travel to retail stores and are interested in home

shopping. However it is important for the customer to be wary about defective

products and non-secure credit card transaction. Example: Amazon, Pennyful and

eBay.

Vending Machines : This is an automated piece of equipment wherein customerscan drop the money in the machine and acquire the products.

Some stores take a no frills approach, while others are "mid-range" or "high end",

depending on what income level they target.

Other types of retail store include:

Automated Retail stores are self-service, robotic kiosks located in airports, malls and grocery

stores. The stores accept credit cards and are usually open 24/7. Examples include ZoomShops

and Redbox. Big-box stores encompass larger department, discount, general merchandise, and

warehouse stores.


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Retailers can opt for a format as each provides different retail mix to its customers based on their

customer demographics, lifestyle and purchase behaviour. A good format will lend a hand to

display products well and entice the target customers to spawn sales.

Global top five retailers

Worldwide Top Five Retailers

Retail Sales Rank Company Country of Origin

1. Walmart US

2. Carrefour France

3. Tesco UK

4. Kroger US

5. Metro AG Germany

Operations

Retail pricing

The pricing technique used by most retailers is cost-plus pricing. This involves adding a markup

amount (or percentage) to the retailer's cost. Another common technique is suggested retail

pricing. This simply involves charging the amount suggested by the manufacturer and usually

printed on the product by the manufacturer.

In Western countries, retail prices are often called psychological prices or odd prices. Often

prices are fixed and displayed on signs or labels. Alternatively, when prices are not clearly

displayed, there can be price discrimination, where the sale price is dependent upon who the


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customer is. For example, a customer may have to pay more if the seller determines that he or

she is willing and/or able to. Another example would be the practice of discounting for youths,

students, or senior citizens.

Staffing Because patronage at a retail outlet varies flexibility in scheduling is desirable. Employee

scheduling software is sold which, using known patterns of customer patronage, more or less

reliably predicts the need for staffing for various functions at times of the year, day of the month

or week, and time of day. Usually needs vary widely. Conforming staff utilization to staffing

needs requires a flexible workforce which is available when needed but does not have to be paid

when they are not, part-time workers; as of 2012 70% of retail workers in the United States were

part-time. This may result in financial problems for the workers, who while they are required to be available at all times if their work hours are to be maximized, may not have sufficient income

to meet their family and other obligations.

Transfer mechanisms

There are several ways in which consumers can receive goods from a retailer:

Counter service , where goods are out of reach of buyers and must be obtained from the seller.

This type of retail is common for small expensive items (e.g. jewelry) and controlled items like

medicine and liquor. It was common before the 1900s in the United States and is more common

in certain countries like India.

Delivery, where goods are shipped directly to consumer's homes or workplaces. Mail order from

a printed catalogue was invented in 1744 and was common in the late 19th and early 20th

centuries. Ordering by telephone was common in the 20th century, either from a catalog,

newspaper, television advertisement or a local restaurant menu, for immediate service (especially

for pizza delivery), remaining in common use for food orders. Internet shopping - a form of

delivery - has eclipsed phone-ordering, and, in several sectors - such as books and music - all

other forms of buying. Direct marketing, including telemarketing and television shopping


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channels, are also used to generate telephone orders. Started gaining significant market share in

developed countries in the 2000s.

Door-to-door sales , where the salesperson sometimes travels with the goods for sale.

Self-service, where goods may be handled and examined prior to purchase.

Digital delivery or Download, where intangible goods, such as music, film, and electronic books

and subscriptions to magazines, are delivered directly to the consumer in the form of information

transmitted either over wires or air-waves, and is reconstituted by a device which the consumer

controls (such as an MP3 player; see digital rights management). The digital sale of models for

3D printing also fits here, as do the media leasing types of services, such as streaming.

Second-hand retail Some shops sell second-hand goods. In the case of a nonprofit shop, the public donates goods to

the shop to be sold. In give-away shops goods can be taken for free.

Another form is the pawnshop, in which goods are sold that were used as collateral for loans.

There are also "consignment" shops, which are where a person can place an item in a store and if

it sells, the person gives the shop owner a percentage of the sale price. The advantage of selling

an item this way is that the established shop gives the item exposure to more potential buyers.

Challenges

To achieve and maintain a foothold in an existing market, a prospective retail establishment must

overcome the following hurdles:

Regulatory barriers including

Restrictions on real estate purchases, especially as imposed by local governments

and against "big-box" chain retailers;

Restrictions on foreign investment in retailers, in terms of both absolute amount

of financing provided and percentage share of voting stock (e.g., common stock)

purchased;


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Unfavourable taxation structures, especially those designed to penalize or keep

out "big box" retailers (see "Regulatory" above);

Absence of developed supply chain and integrated IT management; High competitiveness among existing market participants and resulting low profit

margins, caused in part by Constant advances in product design resulting in

constant threat of product obsolescence and price declines for existing inventory;

Lack of properly educated and/or trained work force, often including

management, caused in part by Lack of educational infrastructure enabling

prospective market entrants to respond to the above challenges.

Sales techniques

Behind the scenes at retail, there is another factor at work. Corporations and independent store

owners alike are always trying to get the edge on their competitors. One way to do this is to hire

a merchandising solutions company to design custom store displays that will attract more

customers in a certain demographic. The nation's largest retailers spend millions every year on

in-store marketing programs that correspond to seasonal and promotional changes. As products

change, so will a retail landscape. Retailers can also use facing techniques to create the look of a perfectly stocked store, even when it is not.

A destination store is one that customers will initiate a trip specifically to visit, sometimes over a

large area. These stores are often used to "anchor" a shopping mall or plaza, generating foot

traffic, which is capitalized upon by smaller retailers.

Customer service

Customer service is the "sum of acts and elements that allow consumers to receive what they

need or desire from your retail establishment." It is important for a sales associate to greet the

customer and make himself available to help the customer find whatever he needs. When a

customer enters the store, it is important that the sales associate does everything in his power to

make the customer feel welcomed, important, and make sure he leaves the store satisfied. Giving


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the customer full, undivided attention and helping him find what he is looking for will contribute

to the customer's satisfaction.[4] For retail store owners, it is extremely important to train

yourself and your staff to provide excellent customer service skills. By providing excellent

customer service, you build a good relationship with the customer and eventually will attract

more new customers and turn them into regular customers. Looking at long term perspectives,

excellent customer skills give your retail business a good ongoing reputation and competitive

advantage.

Statistics for national retail sales

United States

The United States retail sector features the largest number of large, lucrative

retailers in the world. A 2012 Deloitte report published in STORES magazine

indicated that of the world's top 250 largest retailers by retail sales revenue in

fiscal year 2010, 32% of those retailers were based in the United States, and those

32% accounted for 41% of the total retail sales revenue of the top 250.[6]

U.S. Monthly Retail Sales, 1992 2010

Since 1951, the U.S. Census Bureau has published the Retail Sales report everymonth. It is a measure of consumer spending, an important indicator of the US

GDP. Retail firms provide data on the dollar value of their retail sales and

inventories. A sample of 12,000 firms is included in the final survey and 5,000 in

the advanced one. The advanced estimated data is based on a subsample from the

US CB complete retail & food services sample.

CE region

In 2011 the grocery market in six Central European [disambiguation needed] (CE)

countries was worth nearly 107bn, 2.8% more than the previous year when

expressed in local currencies. The increase was generated foremost by the

discount stores and supermarket segments, and was driven by the skyrocketing


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prices of foodstuffs. This information is based on the latest PMR report entitled

Grocery retail in Central Europe 2012[8]

Consolidation

Among retailers and retails chains a lot of consolidation has appeared over the last

couple of decades. Between 1988 and 2010, worldwide 40,788 mergers &

acquisitions with a total known value of 2.255 trillion USD have been announced.

[9] The largest transactions with involvement of retailers in/from the United

States have been: the acquisition of Albertson's Inc. for 17 bill. USD in 2006, [10]

the merger between Federated Department Stores Inc. with May Department

Stores valued at 16.5 bill. USD in 2005[11] - now Macy's, and the merger

between Kmart Holding Corp and Sears Roebuck & Co with a value of 10.9 bill...


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2. COMPANY ANALYSIS


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HISTORY

Big Bazaar was introduced by the Future Group in September 2001 with the opening of its first

four stores in Kolkata, Indore, Bengaluru and Hyderabad within a period of 22 days.

Started by Kishore Biyani, Big Bazaar was launched mainly as a fashion format selling apparel,

cosmetics, accessories and general merchandise. Over the years, the retail chain has included in

its portfolio a wide range of products and services, ranging from grocery to electronics.

The current retail formats of the Future Group include Big Bazaar, Food Bazaar, Electronic

Bazaar and Furniture Bazaar. According to Kishore Biyani, the inspiration behind this entire

retail format was from Saravana Stores, a local store in T. Nagar, Chennai. Big Bazaar is

popularly known as the Indian Walmart today.

In the second year of operations, Big Bazaar tied up with Indian banking giant ICICI Bank and

launched the Big Bazaar ICICI Bank Card. In the same year, the first Food Bazaar store was also

launched at High Street Phoenix mall in Mumbai, marking the retailer s entry into dedicated

food retail.


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In 2003, Big Bazaar made its foray into small towns and cities. The first store in this category

was launched that year in Nagpur. The franchise also welcomed its 10 millionth customer at its

new store in Gurgaon in the same year.

Over the next two years, Big Bazaar consolidated its position in the Indian retail landscape. This

phase of growth included the setting up of the Mumbai store in Lower Parel, which registered a

record Rs 10 million turnover in a single day on Diwali-eve in 2004. In 2005, the first Big

Bazaar Exchange Offer was launched, which has quickly gained popularity among customers.

In 2006, further changes in loyalty marketing took place with the launch of the housewife-centric

credit card, Shakti. Jewellery store Navaras was also launched that year within Big Bazaar

stores which became the first store-in-store concept to be launched by the brand. Another

dedicated retail format launched in 2006 is Furniture Bazaar.In 2007, Big Bazaar partnered witha shopping portal Futurebazaar.com and expanded its retail footprint to 50 stores.

The following year, 2008, witnessed by far the fastest growth in terms of retail expansion for Big

Bazaar, with the launch of the 101st store. Joining the league of India s Super brands and voted

among the top ten service brands in the country by the Pitch-IMRB international survey, Big

Bazaar became much more than a household name. The year also saw the launch of the Monthly

Bachat Bazaar (Monthly Budget Market) campaign, which provided significantly low prices and

gave discounts on bulk purchases in the first week of the month.

Over the next two years, Big Bazaar carved its own niche in modern retail and became the

largest brand in the hypermarket format. Capturing one-third of the food and grocery market in

modern retail, celebrity endorsements and tie-ups with other brands allowed it to enhance its

retail footprint. In 2009, Big Bazaar won the CNBC Awaaz Consumer Awards for the third

consecutive year. It was adjudged the Most Preferred Multi Brand Food & Beverage Chain, Most

Preferred Multi Brand Retail Outlet and Most Preferred Multi Brand One Stop Shop.

ABOUT THE COMPANY:

MARKET SHARE IN RETAIL INDUSTRY


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Various formats and store concept

Most Big Bazaar outlets are multi-levelled stores and are located in stand-alone buildings in city

centres as well as within shopping malls. These stores have more than 2,00,000 Stock Keeping

Units (SKU) in a wide range of categories, led primarily by fashion and food products. The retail

space of these stores in the metros range between 50,000 and 1,60,000 sq. ft.

Since its launch in 2001 in metro cities like Kolkata, Bengaluru and Hyderabad, Big Bazaar is

the largest Hypermarket chain with presence in 90 cities and towns across the country.

CSR activities

As a part of Future Group, Big Bazaar is involved in various social activities that include green

initiatives for the community, blood donation camps, Diwali celebrations with orphanages, visits

to orphanages and other NGOs helping underprivileged children. These activities usually involve

all members of the management as well as staff of Big Bazaar.


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In September 2011, Future Group signed a strategic partnership with the

Himachal Pradesh Government to directly source, market and promote the state s

products and services through its Big Bazaar st ores under the brand Himachal .

The aim of this partnership is to aid the development of various source -to-

market initiatives to enhance livelihoods for more than 25,000 families in the

state.

Big Bazaar created a platform called Yatra to provide women of self-help groups

across various towns and regions of Maharashtra and Gujarat the opportunity to

market their wide assortment of indigenous food and non-food products. As part

of the programme, women from over 30 regional self-help groups were invited,

encouraged and helped to set up stalls to exhibit their products at Big Bazaar

stores.

Big Bazaar Mysore started offering a free wholesome meal to all its customers,

who in return contribute Shraddha Anussar for a community cause. In other

words, the customers donate any amount for the meal which would be used for a

local, regional or topical cause.

Schemes and innovations

The introduction of Sabse Sasta Din (Cheapest Day) in the year 2005 was a turning point for

the Big Bazaar franchise. As part of this effort, the Republic Day holiday was used to ensure that

consumers visited Big Bazaar outlets across the country in large numbers to get required

household items at cheaper rates.

Taking cue from this highly successful concept, another initiative was introduced, named the

Purana do aur naya lo (give old and get new) scheme. In this scheme, consumers were asked to

bring and sell old clothes, utensils and other household items in exchange of discount coupons.

The concept proved to be a success yet again as people from across the country responded

spontaneously, in spite of the different preconditions associated with it.


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The franchise further inaugurated the concept of Hafte ka sabse sasta din (Cheapest Day of the

Week), wherein Wednesday was designated to be the day when special discounts were offered to

consumers during a week.

Wednesday Bazaar The concept of Wednesday Bazaar was promoted as Hafte Ka Sabse Sasta Din (Cheapest Day

of the Week). Initiated in January 2007, the idea behind this scheme was to draw customers to

stores on Wednesdays, the day when consumer presence is usually less. According to the chain,

the aim of the concept was to give homemakers the power to save the most.

Big Bazaar introduced Sabse Sasta Din (Cheapest Day) with t he intention of attaining a sales

figure of Rs 26 crore in a single day. The concept became such a hit that the time period for the

offer had to be increased from one day to three days in 2009 (January 24 to 26) and to five days

in 2011 (January 22 to 26).

Maha Bachat

The concept of Maha Bachat (Mega Saving) was introduced in the year 2006 as a single day

campaign with attractive promotional offers across the company outlets. Over the years, the

concept has grown to become a six-day biannual campaign. During this campaign, attractive

offers are given in all the value formats including Big Bazaar, Food Bazaar, Electronic Bazaar

and Furniture Bazaar.

Introduced on February 12, 2009, The Great Exchange Offer allows customers to exchange

their old goods for Big Bazaar coupons. The coupons can be redeemed later for buying brand

new goods from Big Bazaar outlets across the nation.


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VISION To deliver everything, everywhere, every time to every Indian customer in the

most possible manner.

One of the core value of future group is Indian ness and is cooperate credo is

rewrite rules retain value.

MISSION


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We Share the vision and belief that our customer and stakeholder shall be served

only by creating and executing future scenario in the consumption space leading

to economic development.

We will be the trendsetter in evolving delivery formats creating retail making

consumption affordable for all customer segment for classes and masses.

We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient and, cost conscious and committed to quality in whatever we

do.

We shall ensure that out positive attitude, sincerity, humility and united

determination shall be the driving force to make us successful.

CORE VALUES Indianans confidence in ourselves. Leadership: to be a leader, both in thought and business. Introspection: leading to purposeful thinking. Openness: to be open and receptive to new ideas, knowledge and information. Valuing and nurturing relationships to build long term relationships.

Simplicity & positivity: simplicity and positivity in our thought business and work. Adaptability: to be flexible and adaptable, to meet new challenges Flow: to respect and understood the universal laws of nature.

ORGANISATIONAL HEIRARCHY

AREA MANAGER

HEAD STORE MANAGER

ASSISTANT STORE MANAGER


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ROLE OF AREA MANAGER

Area Managers are too valuable to be thrown in at the deep end. They need the best initial

training possible. This is the ideal covering the very basics workshop. The focus is on the Area

Manager Function, the tasks required of the job and the qualities required to lead rather than

just manage .

Thinking ahead, analyzing the current situation, and formulating a written business development

strategy is an essential starting point for all newly appointed Area Managers. On completion of

this workshop your area managers will have started formulating a strategic development plan for

their areas and discussed methods of communicating the plan to all managers within their areas

of responsibility .

ROLE OF HEAD STORE MANAGER

HEAD Store managers can be found in all shops as they are the main cog in its running. They

are employed to ensure that the day-to-day operation of the shop is efficient and effective, with

the main aim of bringing in the maximum profit possible. They are responsible for all employeeswithin the store and are present to ensure the shop runs without hitch.

Every shop needs a store manager, making it a very versatile job that is widely in demand. The

retail sector employs around 11% of the UK s total workforce, so there are many opport unities

available in this field

FLOOR MANAGER

ACCOUNT MANAGER


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ASSISTANT STORE MANAGER

Trains store staff by reviewing and revising orientation to products and sales training materials;

delivering training sessions; reviewing staff job results and learning needs with retail store

manager; developing and implementing new product training.

Evaluates competition by visiting competing stores; gathering information such as style,

quality, and prices of competitive merchandise.

Purchases inventory by researching emerging products; anticipating buyer interest;

negotiating volume price breaks; placing and expediting orders; verifying receipt.

Attracts customers by originating display ideas; following display suggestions or

schedules; constructing or assembling prefabricated display properties; producingmerchandise displays in windows and showcases, and on sales floor.

Promotes sales by demonstrating merchandise and products to customers.

Helps customers by providing information; answering questions; obtaining merchandise

requested; completing payment transactions; preparing merchandise for delivery.

Prepares sales and customer relations reports by analyzing and categorizing sales

information; identifying and investigating customer complaints and service suggestions.

FLOOR MANAGER

Retail Floor Manager Jobs have a responsibility for the day-to-day management of a department

or store in accordance with overall company policy.

The main focus of any Retail floor manager jobs is to improve the commercial performance of

the store by increasing its turnover and maximizing profitability. Achieving performance

objectives will require action in one of the main areas of retail activity: store operations; human

resources; finance; buying; customer care; marketing; logistics; information technology; and

administration.


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Major parts of the retail floor manager jobs on a day-to-day basis include managing staff, finding

new ways to improve sales, and meeting customer demand.

ACCOUNT MANAGER

An account manager is a person who works for a company and is responsible for the

management of sales, and relationship with particular customers. The account manager does not

manage the daily running of the account itself. They manage the relationship with the client of

the account(s) they are assigned to. Generally, a client will remain with one account manager

throughout the duration of hiring the company. Account managers serve as the interface between

the customer service and the sales team in a company. They are assigned a company's existing

client accounts. The purpose of being assigned particular clients is to create long termrelationships with the portfolio of assigned clients. The account manager serves to understand the

customer's demands, plan how to meet these demands, and generate sales for the company as a

result.

SWOT ANALYSIS

Strengths:

1. Big Bazaar is one of the largest retail hypermarket in India with 214 stores (as on

June12 ) located all over India.

2. It is owned by Future group, which owns other retail brands like Central

Hypermarket, Brand Factory, Pantaloons, eZONE, Hometown, futurebazaar.com.


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3. It offers a wide range of product category like fashion and apparel, food products,

leisure & entertainment section general merchandise, furniture, electronics, books,

fast food.

4. The customers enjoy better shopping experience and discount offers.5. Big bazaar brings lot of innovation in retail shopping sector by bringing attractive

promotional programs. (Wednesday Bazaar, Sabse Sasta Din, Maha Bachat, The

Great Exchange Offer).

6. Its economy pricing model attracts Indian customers to large extent BIG BAZAR.

Weakness:

1.

Customers face delays in billing services during offer seasons.2. Big bazaar doesn t have wide range of branded products.

3. The customers perceive its products to have low quality due to its economy

pricing strategy like Walmart.

4. Most of the products are sold under its own private labels.

5. There were recent controversies with Big Bazaar for holding expired and

adulterated stocks.

6. Offers are given only for selected brands.

Opportunity:

1. There are lot of opportunities available for expansion to rural and semi-urbanmarkets

2. The volume of organized retailing in India is only 5-7% and players like Big

Bazaar have lot of scope to fill the gaps


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3. The increase in disposable income of Indian middle class families and the

increase in earning youth population have increased the buying potential

4. The consumers are looking for purchasing products in malls and supermarkets

5. People prefer to shop all products in one roof and the consumers shopping

experiences have changed to new dimensions

6. Big Bazaar has partnered with several other players in India and across the world

for joint ventures.

Threats:

1. Availability of space to set up large infrastructure is difficult

2. The government policies keep changing and the foreign players entering into

retail segment may cause threats3. There are other existing players like Sponsors , Aditya Birla s More, Reliance,

Tata, Heritage etc

4. Training staff members and retailing is big challenge for human resources

department

5. The economic slowdown has resulted in job cuts which reduces buying power.


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3. DISCUSSION ON TRAINING

Roles and responsibilities:

To know the perception of customer and their satisfaction level in home fashion. Collect data regarding different product of home fashion. Attending the customer on mahabachat offer day and providing different services.


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Like gift wrapping, home delivery and special offer. Providing services at customer seva desk. Interact with customer regarding awareness of advertisement in local newspaper. Sell profitclub cards to customers.

.


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4. ANALYSIS OF RESEARCH UNDER TAKEN

INTRODUCTION:

Marketing is the moving and exciting activity in everybody activities. The sellers, distributors,

advertising agencies, consultants, transporters, financers, store agencies and every one as a

counter are part of the marketing system. Any exchange process be it consumer, goods,

intermediary goods, services of ideas, comes under the preview of marketing. It is very often


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regarded that the development of markets and marketing is synonymous with the economic

development of account. Through marketing is an action discipline. In the ever-growing

corporate world, marketing is being regarded as a crucial element for the success of an

Enterprise.

The marketing discipline is undergoing fresh re appraisal in the light of the vast global,

technological, economic and social challenges facing today s companies and countries.

Mar keting at its best is about value creation and raising the world s living standards. Todays

winning companies are those who succeed most in satisfying, indeed delighting their target

customers.

As quoted by P.P.Drucker Marketing is so basic that it cannot be considered a separate function.It is whole business seen from the point of view of its final result, that is, from the customer s

point of view. Business success is not determined by the producer but by the customer

Philip Kotler has therefore defined marketing as it is a social and managerial process by which

individuals and groups obtain what they need and want through creating, offering and

exchanging products of values with others. Many Indian companies espouse a satisfied

customer philosophy and describe marketing as customer-satisfaction engineering. Since the

economy in this country has changed from a primary condition of scarcity to gradual and steady

stage of affluence, largely giving consumers the opportunity to choose among many varied

alternatives, satisfaction has become a major concern of business.

INTRODUTION TO CONSUMER BEHAVIOR:

One thing that we have in common is that we all are consumers. In fact everybody in this world is a

consumer. Every day of our life we are buying and consuming an incredible variety of goods and

services. However, we all have different tastes, likes, dislikes, and adopt different behaviour patternswhile making purchase decisions.

The term consumer behaviour refers to the behaviour that consumers displaying searching for purchasing

using evaluation and disposing in searching for purchasing using evaluating and disposing of products

and services that they exact will satisfy o how individuals make decisions to send their available resources


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(time, money and effort) on consumption related items. It includes the study of What they buy, Why

they buy, When they buy it, Where they buy it, how often they buy it and how often they use.

DEFINITIONS:

Consumer Behaviour (or Buyer Behaviour) is broadly defined by various scholars & researchers as:

1. It s the behaviour displayed by the consumers during the acquisition, consumption and disposition of

products, services, time and ideas by decision making units.

2. It is the body of knowledge which studies various aspects of purchase and consumption of products and

services by individuals with various social and psychological variables at play.

3. The behaviour that the consumers display in searching for, purchasing, using, evaluating and disposing

of products and services that they expect will satisfy their needs.

4. The process and activities people engage in when searching for, selecting, purchasing, using,

evaluating, and disposing of products and services so as to satisfy their needs and desires.

5. The activities directly involved in obtaining, consuming, and disposing of products and services,

including the decision processes that precede and follow these actions.

6. The American Marketing Association (AMA) defines consumer behaviour as The dynamic interaction

of cognition, behaviour & environmental events by which human beings conduct the exchange aspect of

their lives.

Consumer behaviour is helpful in understanding the purchase Behaviour and preferences of different

consumers. As consumers, we differ in terms of sex age, education, occupation, income, Family setup,

religion, nationality and social status. Because of this different background factors, have different needs

and we have only buy those products and services, which we think, will satisfy our needs.

A MODEL OF CONSUMER BEHAVIOUR:

A consumer decisions to purchase a particular product of service is the result of complex interplay of a

number of variables. The starting point of the decision process is provided by the company s marketing

stimuli in the shape of product, promotion, price and distribution strategy. Consumer often purchase new

products that are associated with a favourable viewed brand name. The term consumer behaviour refers to


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the behaviour that consumer displaying searching for purchasing, using, evaluating and disposing of

products and services that they expect will satisfy these needs.

The study of consumer behaviour in the study of how individuals make decisions to spend their available

resources (time, money, effort) on consumption related items. It includes the study of what they buy,

why they buy, when they buy, where they buy , how often they buy and how they use

MODEL OF CONSUMER BEHAVIOUR

NEED FOR THE STUDY:

Consumer behavior plays a major role for the growth of the company in the modern market

scenario. The basic idea of this study is to find the consumer behavior towards Big Bazaar. The

needs have to be recognized and necessary steps have to be taken to make the changes.

ConsumerCharacteristics

ConsumerDecisionProcess

Culture

SocialPersonalPsychological

ProblemrecognitionInformationSearchEvaluationDecisionPostPurchaseBehaviour.

ConsumerDecision

ProductChoiceBrandChoiceDealer

ChoicePurchasingTimingPurchasingAmount

MarketingStimuli

Other stimuli

ProductPricePlacePromotion

EconomicTechnologicalPoliticalCultural


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India is growing rapidly and changes are dynamic. People are changing, the preference and the

demand is changing. The market also has to change accordingly.

The purpose of consumer behavior is not only for retaining the customers but also attracting new

customers and increasing the sales also creating and maintenance of brand awareness.

In this competitive market the level of consumer satisfaction decides the success of any product

and any company. The night consumers have to be targeted and the right strategy should be

implemented at the right time. This will give the desired results.

OBJECTIVES OF THE STUDY:

The main objective is to determine the current consumer behavior levels of the customers withregards to Big Bazaar.

To study and analyze consumer shopping behavior towards Big Bazaar.

To assess the behavior level of different type of customers shopping at Big Bazaar.

To identify what type of strategies are suitable for the company to reach the targetedcustomers.

To find out the factors which influence the consumption of the products in Big Bazaar.

To identify effective advertising sources which are influencing customer purchasing behavior at Big Bazaar.

RESEARCH METHODOLOGY

The survey technique is intended to secure one or more items of information from a sample of

respondents who are representatives of a larger group. The information is recorded on a form


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known as questionnaire. As data are gathered by asking questions from persons who are believed

to have desired information, the method is known as questionnaire technique.

REASONS FOR WIDE USE OF THIS METHOD:

It can secure both quantitative and qualitative information directly from the respondents. It is the only method of directly measuring attitudes and motivations. It is quite flexible in terms of the types of data to be assembled, the method of collection

or the timing of research.

Meaning of Research

According to D. Slessinger and M. Stephenson in the Encyclopedia of social sciences define

research as the manipulation of things, concepts or symbols for the purpose of generalizing to

extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in

the practice of art.

TYPES OF RESEARCH

1. Exploratory Research,

2. Descriptive Research,

Exploratory Research:Exploratory research studies are also termed as formulate research studies. The main

purpose of such studies in that of formulating a problem for more precise investigation or of

developing the working hypothesis forms an operational point of view.

Descriptive Research:

Diagnostic Research studies determine the frequency with something occurs or its

association with something else. In this project, information pertaining to customer needs

satisfaction and their demographic profile was collected; hence it is a descriptive research.

1) Primary data: Meaning: Primary sources of data are the data which needs the personal

efforts of collect it and which are not readily available. Primary source of data are the other type

of source through which the data was collected.

Following are few ways in the data was collected:


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My scope is limitation to one Branch (RAJAJI NAGAR). The scope of the study is to identify

the consumer behavior towards Big Bazaar. It is aimed at enlightening the company about

different steps to be taken up to increase the share of Big Bazaar with regard other competitors

and also to make the company to provide better customer services. The scope of the study is only

confined to the area covered under Bangalore and only confined in studying about the consumer

behavior towards Big Bazaar.

LIMITATIONS:

Time has been a major constraint throughout the study as it has been only for duration of

1 months.

As this survey was restricted to Bangalore this cannot be stated as an in depth research on

this subject.

Enough care is taken in formulating the questionnaire, still some errors may creep in.

The consumer behavior varies according to different products.

Quality verses price was not taken into the consideration.

The project is based on the interview methodology by a sutured questionnaire and the personal

skills of the person undertaking the project affect the results.

ANALYSIS AND INTERPRETATION

Q1) Respondents in Gender?


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Table no1 Number of Respondents in Gender

Sample size: 100

ANALYSIS

The above table shows 77% of the respondents are male, 23% of the respondents are

female

Chart No 1 - Showing Respondents in Gender

Sample size: 100

INTERPRETATION

From the above graph we can interpret that majority of the respondents are male and other are

female

Q2) Age groups?

Table No 2 Customers Age groups

77

23

0

10

20

30

40

50

60

70

80

90

Male Female

Genders

Gender No of Customers PercentageMale 77 77%

Female 23 23%


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Sample size: 100

Analysis

Above Table shows 20% of customers belong to income level of less than 10000 per month &

26% of customers belong to 20000-30000 income per month & 25% of customers belong to

30000-40000 income per month & 5% of customers belong to income per month of 40000-

50000 per month and reaming 8% of customers belong to 50000 and above

Chart No4 Showing Respondents Income Level per month

Sample size: 100

INTERPRETATION

From the above graph we can interpret that majority of respondents belong to income level of

10000-20000 per month & 20% belong to less than 10000. Hence we conclude the company

should focus on targeting customers belong to income level of less than 30000

Q5) How frequently do you visit Big Bazaar?

Table No5 Respondents frequently visiting Big Bazaar

0510

15202530

[VALUE]%[VALUE]% 25%

[VALUE]%

[VALUE]%[VALUE]%

Income per Month

Less than 10000 20 20%10000-20000 26 26%20000-30000 25 25%30000-40000 16 16%40000-50000 5 5%

50000 and above 8 8%


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Frequent visit No of Customers PercentageTwice in a week 13 13%Once in a week 30 30%Once in 15days 20 20%Once in month 18 18%

As and when required 25 25%Sample size: 100

Analysis

Above Table shows that 13% of respondent visit twice in a week & 30% of respondents visit

once in a week & 20% visit once in 15days & 18% of respondents visit once in month and

remaining 25% of respondents visit as and when required

Chart No5 Showing Respondents frequently visiting Big Bazaar

Sample size: 100

INTERPRETATION

Above Graph shows that majority of customers visit once in a week & 25% visit as and when

required & 20% visit once in 15days, we conclude that majority of customers visit as and when

required and once in a week. Hence company should increase visitors by providing more

promotion offers and create awareness about the offers to customers

Q6) What is the main purpose of Purchase?

Table No6 Respondents main purpose of Purchase at Big Bazaar

[VALUE]%

[VALUE]%

[VALUE]%

[VALUE]%

25%

Visitors to Bigbazaar

Twice in a week Once in a week Once in 15 days

Once in Month As and when required


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Purpose of Purchase No of Customers PercentagePersonal usage 55 44%

To Gift 16 13%Regular home Usage 50 39%

Events and Celebrations 5 4%Sample size: 100

Analysis

Above Table shows that 44% respondents purchase for personal usage & 13% to gift & 39% purchase for regular home usage and remaining 4% purchase for events and celebrations

Chart No6 Showing Main purpose of Purchase at Big Bazaar

Sample size: 100

INTERPRETATION

From the above Graph we can see that 44% of the respondents purchase for personal usage &

39% purchase for regular home usage and remaining to gift & events and celebrations, we

conclude majority of customer purchase for personal and home usage.

Q7) Which type of products do you Purchase more in Big Bazaar?

Table No7 Types of products Purchased by Respondents in Big Bazaar

0

10

20

30

40

50

percentage

[VALUE]%

[VALUE]%

39%

[VALUE]%

Purpose of purchase

Personal Usage To Gift Regular home usage Events and Celebrat ions


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48

Types of Products No of Customers PercentageProcess food and staples 40 21%

Clothing/Fashion 60 32%Home fashion 20 11%

Vegetables and fruits 42 23%

Electronics 19 10%Utensils and Crockery 6 3%

Sample size: 100

ANALYSIS

The above table shows that 21% of respondents purchase process food and staples & 32%

purchase clothing/fashion & 11% purchase home fashion & 23% purchase vegetables and fruits

& 10% purchase electronics and remaining 3% purchase utensils and crockery

Chart No7 Showing Types of products Purchased by Respondents in Big Bazaar

Sample size: 100

INTERPRETATION

From the above Graph we can see that majority 32% of customers purchase clothing/

Fashion & 21%-23% of customers purchase process food, staples, vegetables and fruits and

remaining purchase home fashion, electronics, utensils and crockery

Q8) What is the reasons behind Purchase in Big Bazaar?

Table No8 Respondents reasons behind Purchase in Big Bazaar

[VALUE]%

[VALUE]%[VALUE]%

[VALUE]%

[VALUE]%[VALUE]%Products Purchased more

Process food and Staples

Clothing/Fashion

Home Fashion

Vegatables and Fruits

Electronics

Utensils and Crockery


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Reasons of Purchase No of Customers PercentageSatisfaction of Products 16 11%

Reasonable price 39 27%More and good Offers 65 46%

Extra facilities provided by Big Bazaar 23 11%

Sample size: 100

ANALYSIS

The above table shows that 11% of respondents say they purchase because of satisfaction of

products & 27% because of reasonable price & 46% for more and good offers and remaining

11% purchase because of extra facilities

Chart No8 Showing Reasons behind Purchase in Big Bazaar

Sample size: 100

INTERPRETATION

From the above Graph we can see that majority of the respondents purchase because of more

and good offers & 27% purchase because of reasonable price and remaining purchase because of

extra facilities and satisfaction of products

Q9) How often do you ask for Assistance from staff while purchase?

Table No9 Respondents asking Assistance from staff while purchase

Assistance from staff No of Customers Percentage

11%

[VALUE]%

[VALUE]%

16%

0 10 20 30 40 50

Satisfaction of Products

Reasonable Price

More and good Offers

Extra Facilities

Reasons behind Purchase


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Almost always 9 9%Frequently 25 25%Sometimes 54 54%

Never 12 12%Sample size: 100

ANALYSIS

The above table shows that 9% of customers take assistance from staff almost always & 25%

take frequently & 54% of customers take assistance some times and remaining 12% never

Chart No9 Showing Customers Assistance from staff while purchase

Sample size: 100

INTERPRETATION

From the above Graph we decide that 9% of the customers take assistance from staff always &

where as 25% take help frequently & 54% have taken assistance sometimes and 12% will not

depend on others. From the collected data, we can say that the minority of customers take

assistance from the store staff sometimes

Q10) How do you feel the pricing of products in Big Bazaar?

Table No10 Respondents perception towards the pricing of products in Big Bazaar

Pricing of Big Bazaar No of Customers Percentage

0

10

20

30

40

50

60

Almost Always Frequently Sometimes Never

[VALUE]%

[VALUE]%

[VALUE]%

[VALUE]%

ASSISTANCE FROM STAFF


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Expensive 5 5%Competitive 16 16%Affordable 38 38%Reasonable 41 41%

Sample size: 100 ANALYSIS

The above table shows that 5% of respondents said they feel prices are expensive & 16% said as

competitive & 38% as affordable and remaining 41% as reasonable

Chart No10 Showing Customer Perception towards the pricing of products in Big Bazaar

Sample size: 100

INTERPRETATION

From the above Graph we can see that majority of customers feel prices as reasonable & 38% as

affordable and remaining as competitive and expensive. Hence we conclude majority of

customers have good perception toward the pricing of the products

Q11) Why do you prefer to shop in Big Bazaar?

Table No11 Respondents preference to shop in Big Bazaar

Prefer to shop No of Customers Percentage

[VALUE]%

[VALUE]%

[VALUE]%

41%

Pricing of Bigbazaar

Expensive Competitive Affordable Reasonable


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Availability of adequate stock 7 5%Convenience of location and timing 11 8%

Offers and discounts 69 49%Variety of products 54 38%

Sample size: 100

ANALYSIS

The above table shows that 5% of respondents prefer to shop because of availability of adequate

stock & 8% shop because of convenience of location and timing & 49% for offers and discounts

and remaining 38% shop for variety of products

Chart No11 Showing Customer preference to shop in Big Bazaar

Sample size: 100

INTERPRETATION

From the above Graph we can see that 49%-38% customers prefer to shop because of offers,

discounts & variety of products and remaining 5%-8% shop because of availability of adequate

stock and convenience of location & timing. Hence we conclude that Majority of customers

prefer to shop because of offers & discounts and availability variety of products

Q12) Which place you like the most for shopping in the City and why?

Table No12 Respondents most shopping place in City

Shopping places No of Customers Percentage

[VALUE]%[VALUE]%

[VALUE]%

[VALUE]%

0

10

20

30

40

50

60

PERCENTAGE

Prefer to shopAvailability of adequatestock

Convenience of locationand timing

Offers and discounts

Variety of products


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Big Bazaar 88 58%Star Bazaar 9 6%Reliance trend/fresh 11 8%Malls 15 9%Preferred Showrooms 30 19%

Sample size: 100

ANALYSIS

The above table shows that 58% of respondents shop at Big Bazaar & 6% shop at Star Bazaar &

8% at Reliance trend/fresh & 9% at Malls and remaining 19% at Preferred Showrooms

Chart No12 Showing Customers shopping place in City

Sample size: 100

INTERPRETATION

From the above Graph we can see that 58% customers shop at big bazaar & 19% at preferred

showrooms and remaining at malls, star bazaar and reliance trend/fresh. Hence we conclude that

majority of customers preferred to shop at big bazaar and big bazaar is facing competition with

showrooms

Q13) Which of the facilities are you making use of in Big Bazaar?

Table No13 Respondents using facilities of Big Bazaar

Facilities of Big Bazaar No of Customers Percentage

[VALUE]%

[VALUE]%

[VALUE]%

[VALUE]%

[VALUE]%

Places More shopped

Bigbazaar

Starbazaar

Reliance trends/Fresh

Malls

Preferred Showrooms


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Membership Card 20 15%Payback Card 76 58%Gift Vouchers 11 8%T24 Mobile currency offer 25 19%

Sample size: 100

ANALYSIS

The above table shows that 15% of respondents use membership card & 58% of payback card &

8% gift vouchers and remaining 19% of them use T24 mobile currency offer

Chart No13 Showing Customers using facilities of Big Bazaar

Sample size: 100

INTERPRETATION

From the above Graph we can see that 15% of customers are interested in membership card &

whereas 8% are interested in gift vouchers & 19% are interested in T24 mobile currency but

more than half are interested in payback card i.e. 58% by this we can say that most of the

customers prefers to having payback card at Big Bazaar

Q14) Which offer days do you prefer to shop in Big Bazaar?

Table No14 Respondents preferred days to shop in Big Bazaar

15%

58%

8%

19%

Facilites Used from Bigbazaar

Membership Card

Payback Card

Gifit Vouchers

T24 Mobile CurrencyOffer


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Offers days No of Customers PercentageWednesday 72 66%Maha Bachat 25 23%Exchange offer day 12 11%

Sample size: 100

ANALYSIS

The above table shows that 66% of respondents prefer to shop on Wednesday & 23% of them on

Maha bachat and remaining 11% at Exchange offer days

Chart No14 Showing days preferred by Customer to shop in Big Bazaar

Sample size: 100

INTERPRETATION

From the above Graph we can see that 66% of customers prefer to shop on Wednesday & 23%

on Maha bachat and remaining 11% on Exchange offer day. Hence we conclude that majority of

customer prefer to shop on Wednesday

Q15) How is your Overall experience in Big Bazaar?

Table No15 Respondents Overall experience in Big Bazaar

0

20

40

60

80

WEDNESDAY MAHA BACHAT EXCHANGE OFFER DAY

[VALUE]%

[VALUE]%11%

Days prefer to Shop


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Experience in Big Bazaar No of Customers PercentageExcellent 43 43%Good 47 47%Average 6 6%Poor 4 4%

Sample size: 100

ANALYSIS

The above table shows that 43% of respondents say that overall experience in Big Bazaar is

excellent & 47% of them said as good & 6% as average and remaining 4% as poor

Chart No15 Showing Customers Overall Experience in Big Bazaar

Sample size: 100

INTERPRETATION

From the above Graph we decide that 43% of the customers overall experience in Big Bazaar is

excellent & 47% of the customers overall experience is good & 6% as average and only 4% of

customers overall experience is poor. Hence we decide that the overall customer satisfaction

level is good

Q16) Do you suggest any one to shop at Big Bazaar? If NO why?

Table No16 Respondents suggestion to other to shop at Big Bazaar

Excellent43%

Good47%

Average6%

Poor4%

OVERALL EXPERIENCE IN BIGBAZAAR


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Suggest to others to shop No of Customers PercentageYes 96 96%

No 4 4%Sample size: 100

ANALYSIS

The above table shows that 96% of respondents will suggest to shop and 4% as No

Chart No16 Showing Customer Suggestion to shop in Big Bazaar

Sample size: 100

INTERPRETATION

From the above Graph we see that 96% of customers will suggest to shop at Big Bazaar and

remaining 4% as No. Hence we conclude that majority number customer will suggest to shop

Q17) How Big Bazaar Management can attract Customers?

Table No17 Respondents suggestions to attract Customers

[VALUE]%

[VALUE]%

0

20

40

60

80

100

120

Yes No

Suggest to shop


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Suggestions No of Customers PercentageBy maintaining quality products 17 12%Reasonable Prices on products 36 26%

Giving more offers and discounts 76 56%

By providing extra facilities 8 6%Sample size: 100

ANALYSIS

The above table shows that 12% of respondent suggest Big Bazaar to maintain quality products

& 26% of suggest to charge reasonable prices on products & 56% as to increase offers and

discounts and remaining 6% to provide extra facilities

Chart No17 Showing Customers suggestions to attract Customers

Sample size: 100

INTERPRETATION

From the above Graph we see that 12% of customer suggest to maintain quality products & 26%

to charge reasonable price and 56% to give more offers and discounts and remaining to provide

extra facilities. Hence we conclude that Big Bazaar can attract customers by providing more

offers and discounts

Q18) How did you come to know about Big Bazaar?

12%

26%

56%

6%

Suggestions to Attract Customers

By maintaining quality products Reasonable Prices on products

Giving more offers and discounts By providing extra facilities


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Table No18 Respondents sources of Awareness about Big Bazaar

Sources of Awareness No of Customers PercentageAdvertisement 80 58%

Colleague s references 11 9%

Friends 31 22%Relatives 16 11%Sample size: 100

ANALYSIS

The above table shows that 58% of respondent said that they are aware of Big Bazaar by

advertisement & 9% from colleague s references & 22% from friends and 11% from relatives

Chart No18 Showing Customers sources of Awareness about Big Bazaar

Sample size: 100

INTERPRETATION

From the above Graph we see that 58% of customers come to know about Big Bazaar from

advertisement & 9% from colleague s reference & 22% from friends and remaining from

relatives. Hence we conclude that advertisement is a effective source for Big Bazaar to reach

customers

Q19) Which sources of advertisements made you to purchase / attracted you to Big

Bazaar?

0%10%20%30%40%50%60%

Advertisements Colleague'sreferences

Friends Relatives

58%

9%

22%

11%

Known About Bigbazaar


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Table No19 Advertisements attracted respondents towards Big Bazaar

Advertisement sources No of Customers PercentageTV-ads 81 58%

Newspapers 45 33%Radio 1 1%Internet popups 9 6%

Prints 3 2%Sample size: 100

ANALYSIS

The above table shows that 58% of respondents attracted to purchase at Big Bazaar because Of

TV-ads & 33% because of Newspapers & 1% attracted by Radio & 6% by internet popups and

remaining 2% by prints

Chart No19 Showing Sources of Advertisements attracted Customers towards Big Bazaar

Sample size: 100

INTERPRETATIONFrom the above Graph we see that majority of 58% of customers are attracted by Tv-ads & 33%

with Newspapers and remaining with Radio, Internet popups and Prints. Hence we conclude that

majority of customers are attracted by Tv-ads

Q20) Which sources of adverting do you think that can reach easily to Customers?

58%

33%

1%

6%

2%

0% 10% 20% 30% 40% 50% 60% 70%

TV-ADS

NEWSPAPERS

RADIO

INTERNET POPUPS

PRINTS

Advertisement made to purchase


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Table No20 Sources of advertising that can reach easily to Customers

Sources of Advertising No of Customers PercentageTV-ads 80 57%

Newspapers 36 26%Internet 17 11%Mobile 9 6%

Sample size: 100

ANALYSIS

The above table shows that 57% responds said that TV-ads can reach them easily & 26% of them

said Newspaper can reach customers easily & 11% by Internet and9% suggest Mobile

Chart No20 Showing sources of advertising that can reach easily to Customers

Sample size: 100

INTERPRETATION

From the above Graph we see that majority of 57% suggested TV-ads can reach them easily &

26% said as Newspapers and remaining with Internet & Mobile. Hence we conclude that Big

Bazaar should go through TV-ads and Newspaper

Q21) Mention your satisfaction levels of following elements?

57%26%

11%6%

Advertising to reach customers

Tv-ads

NewspapersInternet

Mobile


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Elements Highly satisfied Satisfied Dissatisfied None

Location ( ) ( ) ( ) ( )

Operating time ( ) ( ) ( ) ( )

Cleanness of store ( ) ( ) ( ) ( )

Spacious shop floor ( ) ( ) ( ) ( )

Easy to locate any product ( ) ( ) ( ) ( )

Promotion Offers ( ) ( ) ( ) ( )

Prices of Products ( ) ( ) ( ) ( )

Flexibility in payments ( ) ( ) ( ) ( )

Services in customer Seva desk ( ) ( ) ( ) ( )

Table No21 Respondents Satisfaction levels

Elements Highly satisfied Satisfied Dissatisfied None

Location 40 60 - -

Operating time 32 67 1 -

Cleanness of store 41 57 2 -Spacious shop floor 40 56 4 -

Easy to locate any product 28 58 13 1

Promotion Offers 22 72 5 1

Prices of Products 22 75 2 1

Flexibility in payments 17 56 22 5

Services in Customer Seva desk 17 43 29 11

Sample size: 100

Table No21.1 Customer satisfaction levels for location


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Satisfaction level No of respondents PercentageHighly satisfied 40 40%Satisfied 60 60%Dissatisfied 0 0

None 0 0

Sample size: 100

ANALYSIS

The above table shows 40% of respondents are highly satisfied with the location & 60% of

respondents are satisfied with the location & 0% are dissatisfied and 0% none

Chart No21.1 Showing Customer Satisfaction levels for Location

Sample size: 100

INTERPRETATION

From the above graph we can decide that 40% of the customers satisfaction level is highly

satisfied on the basis of location of Big Bazaar & 60% of the customers satisfaction level issatisfied on the basis of location and customers no One s satisfaction level is dissatisfied are

none

Table No21.2 Customer satisfaction levels for Operating time

40%

60%

0%0%

0%

20%

40%

60%

80%

Highly Satisfied Satisfied Dissatisfied None

Satisfaction level based on Loaction

Location


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Satisfaction level No of respondents PercentageHighly satisfied 32 32%Satisfied 67 67%Dissatisfied 1 1%

None 0 0

Sample size: 100

ANALYSIS

The above table shows 32% of respondents are highly satisfied with the operating time & 67% of

respondents are satisfied with the operating time & 1% are dissatisfied and 0% none

Chart No21.2 Showing Customer Satisfaction levels for Operating time

Sample size: 100

INTERPRETATION

From the above graph that 32% of customers are Highly satisfied with operating time of Big

Bazaar & 67% of customers are satisfied with operating time & 1% of are dissatisfied and no oneof customers are none. Hence we conclude that customers are satisfied with operating time of

Big Bazaar

Table No21.3 Customer satisfaction levels for Cleanness of store

32%

67%

1%

0%

HIGHLY SATISFIED

SATISFIED

DISSATISFIED

NONE

0% 10% 20% 30% 40% 50% 60% 70% 80%

Satisfaction level based onOperating time


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None 0 0

Sample size: 100

ANALYSIS

The above table shows 40% of respondents are highly satisfied with the spacious shop floor &

56% of respondents are satisfied with the cleanness of the store 4% are dissatisfied and 0% none

Chart No21.4 Showing Customer Satisfaction levels for Easy to locate any product

Sample size: 100

INTERPRETATION

From the above graph that 40% of customers are Highly satisfied with spacious shop floor at

Big Bazaar & 56% of customers are satisfied with spacious shop floor at Big Bazaar & 4% of are

dissatisfied and no one of customers are none. Hence we conclude that customers are satisfied

with spacious shop floor of Big Bazaar

Table No21.5 Customer satisfaction levels for Easy to locate any product

40%

56%

4%

0%

0% 10% 20% 30% 40% 50% 60%

Highly Satisfied

Satisfied

Dissatisfied

None

Satisfaction level Based on Spaciousshop floor


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None 1 1%

Sample size: 100

ANALYSIS

The above table shows 28% of respondents are highly satisfied with the Easy to locate any

product & 58% of respondents are satisfied with the Easy to locate any product & 13% are

dissatisfied and 1% none

Chart No21.5 Showing Customer Satisfaction levels for Easy to locate any product

Sample size: 100

INTERPRETATION

From the above graph that 28% of customers are highly satisfied with easy to locate any product

at Big Bazaar & 58% of customers are satisfied with easy to locate product at Big Bazaar & 13%

of are dissatisfied and remaining 1% of customers are none. Hence we conclude that customers

are satisfied with Easy to locate any product of Big Bazaar

Table No21.6 Customer satisfaction levels for Promotion Offers

28%

58%

13% 1%0%

10%

20%

30%

40%

50%

60%

70%

Highly Satisfied Satisfied Dissatisfied None

Satisfaction level based onlocate any product


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None 1 1%

Sample size: 100

ANALYSIS

The above table shows 22% of respondents are highly satisfied with the promotion offers & 72%

of respondents are satisfied with the Easy to promotion offers & 5% are dissatisfied and 1% none

Chart No21.6 Showing Customer Satisfaction levels for Prices of Products

Sample size: 100

INTERPRETATION

From the above graph that 22% of customers are Highly satisfied with promotion offers given by

Big Bazaar & 72% of customers are satisfied with promotion offers given by Big Bazaar & 5%

of are dissatisfied and 1% none. Hence we conclude that customers are satisfied with promotion

offers given by Big Bazaar

Table No21.7 Customer satisfaction levels for Prices of products

22%

72%

5% 1%

Satisfaction level based onPromotion Offers

Highly Satisfied

Satisfied

Dissatisfied

None


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None 5 5%

Sample size: 100

ANALYSIS

The above table shows 17% of respondents are highly satisfied with the flexibility in payment &

56% of respondents are satisfied with the flexibility in payment & 22% are dissatisfied and 5%

none

Chart No21.8 Showing Customer Satisfaction levels for Flexibility in payment

Sample size: 100

INTERPRETATION

From the above graph we can interpret that 17% of customers are Highly satisfied with

flexibility in payment at Big Bazaar & 56% of customers are satisfied with flexibility in payment

at Big Bazaar & 22% of are dissatisfied and remaining 5% customers none. Hence we conclude

that majority of customers are satisfied with flexibility at Big Bazaar

Table No21.9 Customer satisfaction levels for Services in customer Seva desk

17%

56%

22%

5%

Satisfaction level based onFlexibility in payments

Highly Satisfied

Satisfied

Dissatisfied

None


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None 11 11%

Sample size: 100

ANALYSIS

The above table shows 17% of respondents are highly satisfied with the services in customerseva desk & 43% of respondents are satisfied with the services in customer seva desk & 29% aredissatisfied and 11% none

Chart No21.9 Showing Customer Satisfaction levels for Services in customer Seva desk

Sample size: 100

INTERPRETATION

From the above graph we can interpret that 17% of customers are Highly satisfied with the

services in customer seva desk at Big Bazaar & 43% of customers are satisfied with the services

in customer seva desk at Big Bazaar & 29% of are dissatisfied and remaining 11% customers

none. Hence 29% of customers are dissatisfied we conclude that Big Bazaar should improve the

services at customer seva desk

Questionnaire

0

10

20

30

40

50

HighlySatisfied

Satisfied Dissatisfied None

17

43

29

11

Satisfaction level based onServices in customer


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Dear Sir/Madam,

I, Mr. Athaullah, perusing 2 nd year MBA in M.S. Ramaiah Management Institute, conducting aresearch survey on study of Consumer behavior towards Big Bazaar as part of partialfulfilment of my MBA course. I request you to spare few minutes of valuable time in filling the

questionnaire. Your response in this regard shall be of great input for the act of which I shall bethankful to you.

Q1) Name: .. Gender: Male( ) Female( )

Phone No: . E-mail Id:

Q2) Age:

(a) Less than 25 (b) 25 - 35 (c) 36 - 45 (d) 46 55(e) 56 and above

Q3) Marital Status:

(a) Married (b) Unmarried

Q4) Income:

(a) Less than 10000 (b) 10000-20000 (c) 20000-30000

(d) 30000-40000 (e) 40000-50000 (f) 50000 and above

Q5) How frequently do you visit Big Bazaar?

(a) Twice in a week (b) Once in a week (c) Once in every 15days

(d) Once in month (e) As and when required

Q6) What is the main purpose of Purchase?

(a) Personal usage (b) To Gift (c) Regular home usage(d) Events and Celebrations

Q7) Which type of products do you Purchase more in Big Bazaar?

(a) Process food and staples (b) clothing /fashion (c) Home fashion

(d) Vegetables and fruits (e) Electronics (E-Zone) (f) Utensils and Crockery


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(g) Any Other, Please specify .

Q8) What is the reason behind Purchasing in Big Bazaar?

(a) Satisfaction of products (b) Reasonable price (c) More and good Offers

(d) Extra facilities provided by Big Bazaar (Free home delivery, Delivery on call, free

cutting of fruits and vegetables)

Q9) How often do you ask for Assistance from staff while purchasing?

(a) Almost always (b) Frequently (c) Sometimes (d) Never

Q10) How do you feel the pricing of products in Big Bazaar?

(a) Expensive (b) Competitive (c) Affordable (d) Reasonable

Q11) Why do you prefer to shop in Big Bazaar?

(a) Availability of adequate stock (b) Convenience of location and timing

(c) Offers and discounts (d) Variety of products

Q12) Which place you like the most for shopping in the City and why?

(a) Big Bazaar (b) Star Bazaar (c) Reliance trends/fresh

(d) Malls (e) Preferred Showrooms

Q13) Which of the facilities are you making use of in Big Bazaar?

(a) Membership Card (b) Payback Card (c) Gift Vouchers

(d) T24 Mobile currency offer

Q14) Which offer days do you prefer to shop in Big Bazaar

Consumer behaviour towards Big Bazaar

Documents