GAGAN KUMAR C-min.pdf

“A STUDY ON THE CUSTOMER PREFERENCE OF CHOOSING

D-MART OVER BIG BAZAAR IN BANGALORE”

Project submitted in partial fulfillment of the

requirement for the Award of the Degree

BACHELOR OF BUSINESS ADMINSTRATION

OF

BANGALORE UNIVERSITY

Submitted by,

GAGAN KUMAR C

(Reg.No.17MFC17)

Under the guidance of

Prof. M. MALARVELZE

ASSISTANT PROFESSOR

SOUNDARYA INSTITUTE OF MANAGEMENT AND SCIENCE

Soundarya Nagar, Sidedahalli, Nagasandra post, Bangalore-560073

2019-20

STUDENT DECLARATION

I GAGAN KUMAR C Reg. No. 17MFC26017 of 6th semester BBA hereby declare

that the project titled a study on “A STUDY ON THE CUSTOMER

PREFERENCE IN CHOOSING D-MART OVER BIG BAZAAR IN

BANGALORE” has been prepared by me during the year 2019-2020, under the

guidance of Prof. M. MALARVELZE, Department of Management, SOUNDARYA

INSTITUTE OF MANAGEMENT AND SCIENCE. This is my original work and

has not been submitted earlier to Bangalore University or to any other institution.

The matter in this report is based on data collected by me at D-MART Under the

guidance of Dr.KARUNAKARAN. The data shall be kept confidential & that I shall

not misuse it for any other purpose.

Date:

Place: Bangalore

GAGAN KUMAR C

17MFC26017

ACKNOWLEDGEMENT

The satisfaction and euphoria that accompany the successful completion of any task

would be incomplete without the mention of people who made it possible, with

constant guidance and encouragement.

I am deeply indebted to D-MART, for providing me an opportunity and also providing

all the necessary facilities to carry out the study.

My sincere thanks to Dr. KARUNAKARAN Manager, D-MART for the help, co-

operation, guidance and assistance during this study.

I express my deep gratitude to our beloved Principal Dr. SURESH C HEGADI, Prof.

Girish S our respected Head of the Department, Department of Business

Administration, and our Project Coordinator Prof. M.MALARVELZE, Soundarya

Institute of Management & Science for giving me an opportunity to do this project.

I am extremely thankful to my internal guide Prof. M. MALARVELZE, faculty, for

providing me excellent guidance, co-operation and encouragement during my project.

Finally, I thank my parents, family, friends and those who gave their co-operation and

help in completing this project work.

Date:

Place: Bangalore

GAGAN KUMAR C

17MFC26017

TABLE OF CONTENTS

TITLE Page No.

CHAPTER 1 – INTRODUCTION

1.1 Introduction

1.2 Various Retail Formats

1.3 Future group

1.4 Avenue Super marts limited

1.5 Histories and Evolution of Retail Industry

1.6 Retail in India: Historical Perspective

1.7 Evolution of Retail in India

1.8 Traditional Retail Format in India

1.9 History of Hypermarket

1.10 Company Profile Of D-mart

1.10.1 Major events and milestones

1.11 Company Profile of Big Bazaar

1.11.1 Major events and milestones

1-17

CHAPTER 2 - RESEARCH DESIGN AND

METHODOLOGY.

18-22

CHAPTER 3 – COMPANY PROFILE.

3.1 Statement of the problem

3.2 Need and Importance of the study

3.3 Objective of the study

3.4 Scope of the study

3.5 Research methodology

3.6 Limitation of the study

3.7 Chapter scheme

23-30

CHAPTER 4 – ANALYSIS AND INERPRETATION. 31-70

CHAPTER 5 – FINDINGS, SUGGESTIONS AND

CONCLUSION.

71-73

BIBLIOGRAPHY 74

ANNEXURE 75-76

LIST OF TABLES

SL.

NO.

TABLE

NO.

TITLES PAGE NO.

1 4.1 Showing the Gender of Respondents. 31

2 4.2 Showing the Age of Respondents 33

3 4.3 Showing the Occupation of Respondents. 35

4 4.4 Showing the marital status of the Respondents 37

5 4.5 Showing the monthly income of Respondents 39

6 4.6 Showing the visit to Big Bazaar 41

7 4.7 Showing the visit to D-Mart 43

8 4.8 Showing what people purchase at Big Bazaar. 45

9 4.9 Showing what people purchase at D-Mart. 47

10 4.10 Showing the source how people came to know about Big-

Bazaar and D-Mart?

49

11 4.11 Showing the responses why people purchase at Big Bazaar. 51

12 4.12 Showing the responses why people purchase at D-Mart. 53

13 4.13 Showing the responses why people choose D-Mart over Big

Bazaar.

55

14 4.14 Showing the responses if big bazaar is intimating the

customers of the discounts and prices.

57

15 4.15 Showing the responses if D-Mart is intimating the customers

of the discounts and prices.

59

16 4.16 Showing the responses of how effective the customer

service department at big bazaar.

61


service department at D-Mart.

63

18 4.18 Showing the responses of how fast the billing section is at

big bazaar.

65


D-Mart.

67

20 4.20 Showing the responses of the quality and quantity is

maintained at Big Bazaar.

69

LIST OF CHARTS

SL.

NO.

TABLE

NO.

TITLES PAGE NO.

1 4.1 Showing the Gender of Respondents. 32

2 4.2 Showing the Age of Respondents 34

3 4.3 Showing the Occupation of Respondents. 36

4 4.4 Showing the marital status of the Respondents 38

5 4.5 Showing the monthly income of Respondents 40

6 4.6 Showing the visit to Big Bazaar 42

7 4.7 Showing the visit to D-Mart 44

8 4.8 Showing what people purchase at Big Bazaar. 46

9 4.9 Showing what people purchase at D-Mart. 48

10 4.10 Showing the source how people came to know about Big-

Bazaar and D-Mart?

50

11 4.11 Showing the responses why people purchase at Big Bazaar. 52

12 4.12 Showing the responses why people purchase at D-Mart. 54

13 4.13 Showing the responses why people choose D-Mart over Big

Bazaar.

56

14 4.14 Showing the responses if big bazaar is intimating the

customers of the discounts and prices.

58

15 4.15 Showing the responses if D-Mart is intimating the customers

of the discounts and prices.

60


service department at big bazaar.

62


service department at D-Mart.

64


big bazaar.

66


D-Mart.

68

20 4.20 Showing the responses of the quality and quantity is

maintained at Big Bazaar.

70

CHAPTER-1

INTRODUCTION

“A Study on the Customer preference in Choosing D-mart over Big Bazaar in Bangalore”

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1.1 INTRODUCTION

Retail markets and shops have a very ancient history, dating back to antiquity. Retailing involves

the process of selling consumer goods or services to customers through multiple channels of

distribution to earn a profit. Retails satisfy demand identified through a supply chain. Some of

the earliest retailers were itinerant peddlers. Modern retailers typically make a variety of strategic

level decisions including the type of store, optimal product assortment, customer service,

supporting services and the stores overall market positioning. Once the strategic retail plan is in

place, retailers devise the retail mix which includes product, price, place, promotion, personnel

and presentation.

In the digital age, an increase number of retailers are seeking to reach broader markets by selling

through multiple channels, including both bricks and mortar and online retailing. Digital

technologies are also changing the way that consumers pay for goods and services. Retailing

support services may also include the provision of credit, delivery services, advisory services,

stylist services and a range of other supporting services. The term “retailer” is typically applied

where a service provider fills the small orders of many individuals, who are end- users, rather

than large orders of a small number of wholesales, corporate or government clientele. Shopping

generally refers to the act of buying products. Sometimes this is done to obtain final goods,

including necessities such as food and clothing; sometimes it takes place as a recreational

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

browsing: it does not always result in a purchase.

Future Group understands the soul of Indian consumers. As one of Indians retail pioneers with

multiple retail formats, Future Group connects a diverse and passionate community of Indian

buyers, sellers and businesses. The collective impact on business is staggering. Around 300

million customers walk into the stores each year and choose products and services supplied by

Future Groups 30,000 small, medium and large entrepreneurs and manufacturers from across

India. And this number is set to grow.


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Future Group employs 30,000 people directly from every section of our society. They source

their supplies from enterprises across the country, creating fresh employment, impacting

livelihoods, empowering local communities and fostering mutual growth.

Future Group believes in the ‘Indian dream’ and have aligned our business practices to their

larger objective of being a premier catalyst in India’s consumption-led growth story. Working

towards this end, Future Group are ushering positive socio-economic changes in communities to

help the Indian dream fly high and the ‘Sone Ki Chidiya’ soar once again. This approach remains

embedded in Future Group’s ethos even as they rapidly expand their footprints deeper into India.

Future Group makes every effort to delight its customers, tailoring store formats to changing

Indian lifestyles and adapting products and services to their desires. Future Group operate some

of Indians most popular retail formats. Across value and lifestyle segments, Future Group’s

multi-format retail strategy caters to the complete consumption needs of a wide cross-section of

Indian consumers.

As modern retail drives fresh demand and consumption in new categories, Future Group’s

strategy is based on a deep understanding of Indian consumers, the products they want, and

making these products available in every city, in every store format.


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VALUE

Helping India save

HOME

Building dreams in a new India

DIGITAL

Connecting the youth of India

LIFESTYLE

Style for every occasion


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3 B MODEL MANAGEMENT

STANDARD OPERATING

PROCESS (SOP)

FUTURE GROUP

VALUES/FUTURE GROUP GENE

LEARNING METHOLOGY

1.2 Various Retail Formats

Future group offers innovation offerings at affordable prices tailored to the needs of every Indian

household.

• Pioneer in the India’s retail space, Future Groups formats are household names in more

than 93 cities and 60 rural location across the country

• Future Groups store cover around 17 million square feet of retail space and attract around

300 million customers each year.

• Pantaloons Retail (India) Limited focuses on the lifestyle retail segment led by the

pantaloons and central formats.

• Future value Retail focuses on the value retail segment through the Big Bazaar, Food

Bazaar and KB fair price formats.


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Future Group has divided 4 types:

• 3 B MODEL MANAGEMENT

• VALUES/FUTURE GROUP GENE

• LEARNING METHOLOGY

• STANDARD OPERATING PROCESS (SOP)


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Website http://www.futuregroup.in/

..

Future Consumer Enterprise Ltd., Future University Ltd., Future Supply Chains Ltd.,

Future Brands Ltd., Future Capital Holdings Ltd.

Future Retail Ltd, Future Lifestyle Fashion Ltd., Divisions

Annual turnover 30000 crore as of May 2018

Supermarkets, hypermarkets, discount stores, insurance, logistics, media Services

Integrated foods and other FMCGs Products

Industry Retailing, insurance, logistics, media

Founder Kishore Biyani (CEO)

Headquarters Mumbai, Maharashtra, India

Private Type

FUTURE GROUP

1.3 FUTURE GROUP

http://www.futuregroup.in/


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VISION

“Future group shall deliver everything, everywhere and every time for every customer in the

most profitable manner”.

Mission

• We share the vision & believe that our customers & stakeholders shall be served

only by creating & executing the future scenarios in the consumption space

leading to economic development.

• We will be the trendsetters in evolving

✓ Delivery formats

✓ Creating retail reality

✓ Making consumption affordable for all customers segments for class & for

masses

• We shall infuse Indian brands with Confidence & renewed ambition

• We shall be

✓ Efficient

✓ Cost conscious

✓ Committed to quality in whatever we do.

• We shall ensure that our positive attitude, sincerely, humility & united

determination shall be the driving force to make us successful.


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1.4 AVENUE SUPERMARTS LIMITED

AVENUE SUPERMARTS LIMITED

Type Private

Industry Retailing

Founded 2000

Headquarters Mumbai

Products Integrated foods and other FMCGs

Services Supermarkets

Revenue INR 54,509.4 Million as on 31st December 2018

Division D-Mart

Website www.dmartindia.com

http://www.dmartindia.com/


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Avenue Super marts Limited

Company History:

The company was incorporated as Avenue super marts private limited on May 12, 2000 at

Mumbai, Maharashtra as a private limited company under the Companies Act, 1956.

Subsequently, the name of the Company was changed to Avenue Super marts Limited due to

conversion of private to a public company pursuant to a special resolution passed by the

shareholders at an extraordinary general meeting held on February 1, 2001. Pursuant to the

change of the name, a fresh certificate of incorporation was issued to the Company by the ROC

on May 3, 2011. The Company has 2176 shareholders.

Major events and milestones in relation to the company are:

2001- The Company was incorporated as Avenue Super marts Private Limited

2003- The Company opened its first store in Powai, Mumbai.

2005- The Company entered a scheme of amalgamation for transfer of undertakings of Koop

Consumer Service Private Limited, Amodini Real Estates Private Limited and Shoppers Delight

Private Limited to the Company

2011- The Company opened stores in Andhra Pradesh and Karnataka

2017- The Company opened stores in the National Capital Region and Daman.


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1.5 Histories and Evolution of Retail Industry:

India retail industry is the largest industry in India, with an employment of around 8%

contributing to over 10% of the country’s GDP. Retail industry in India is expected to rise 25%

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

patterns. It is expected that by 2016 modern retail industry in India will be worth US$ 175-200

billion. India retail industry is one of the fastest growing industries with revenue expected in

2007 to amount US$ 320 billion and is increasing at a rate of 5% yearly.

A further increase of 7-8% is expected in the industry of retail in India by growth in

consumerism in urban areas, rising incomes, and a steep rise in rural consumption. It has further

been predicted that the retailing industry in India will amount to US$ 22.5 billion by 2017 from

the current size of US$ 18.5 billion. Shopping in India has witnessed revolution with the change

in the consumer buying behavior and the whole format of shopping also altering. Industry of

retailing in India which has become modern can be seen from the fact that there are multi stored

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

entertainment all under the same roof.

India retail industry is expanding itself most aggressively; as a result, a great demand for

real estate is being created. India retailers preferred means of expansion is to expand to other

region and to increase the number of their outlets in a city. It is expected that by 2017, India may

have 600 new shopping centers. In the Indian retailing industry, food is the most dominating

sector and is growing at the rate of 9% annually. The branded food industry is trying to enter the

Indian retail industry and convert Indian consumers to branded food. Since at present 60% of the

Indian grocery basket consist of non-branded items. Indian retail industry is progressing well and

for this to continue retailers as well as the Indian Government.


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1.6 RETAIL IN INDIA: HISTORICAL PERSPECTIVE:

Retailing provides a crucial link between producers and consumers in a modern market

economy. The performance of this sector has a string influence on consumer welfare. Retailers

not only provide consumers with a wide variety of products, but also a wide range of

complementary services (such as assurance of product delivery), which can lead to more

informed choice and greater convenience in shopping. They also provide producers with much

needed information on consumers demand pattern. Productivity and efficiency in retail

operations lowers price level and reduce distortions in the price structure. Through backward and

forward linkage, performance of retailing services affects the performance of interlinked sectors

such as tourism, recreational and cultural services, manufacturing of consumer’s goods ago-

good producing industries etc.

Retailing is the largest private industry in India and second largest employer after agriculture.

The sector contributes to around 10 per cent of GDP and 6-7 per cent of employment. With over

15million retail outlets, India has the highest retail outlet density in the world. This sector

witnessed significant development in the past 15 years- from small-unorganized family-owned

retail formats to organized retailing. Liberalization of the economy rise in per capita income and

growing consumerism has encourage larger business houses and manufactures to set up retail

formats; real estate companies and venture capitalists are investing in retail infrastructure.

Many foreign retailers have also entered the market through different routes such as

wholesale cash-and-carry, local manufacturing, franchising, test marketing, etc. With the growth

in organized retailing, unorganized retailers are fast changing their business models and

implementing new technologies and modern accounting practices to face competition. The

retailing sector in India has undergone significant transformation in the past 10 years.

Traditionally, Indian retail sector has been characterized by the presence of a large number of

small-unorganized retailers. However, in the past decade there has been development of

organized retailing, which has encouraged large private sector player to invest in this sector.

Many foreign players have also entered India through different routes such has test marketing,

franchising, and wholesale cash-and-carry operation. With high GDP growth, increased

consumerism and liberalization of the manufacturing sector, India is being portrayed as an


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attractive destination for foreign direct investment (FDI) in retailing. At present this is one of the

few sectors, which has 51% of FDI in multi-brand retail sector & 100% FDI in single brand. On

one hand farmers will benefit from it but on the other hand small traders feel they will not be able

to withstand the competition. In India, the retail sector is the 2nd largest employer’s after

agriculture. In fact, due to wide network of retailing in India it is known as nation of shopkeepers.

There are about 12 million retail outlets spread across India and the country has the highest

density of shops in the world i.e. one shop for every 20 to 25 families or 11 retail shop for every

1000 persons. While, it is only four shops per 1000 in USA. Retailing in India provides

employment to about 7% of total work force in the country and contributes about14% to GDP of

India.

The Global Retail Development Index developed by A.T Kearney has ranked India first among

the top 30 emerging markets in the world. A look at the landscape of most of the cities in India

shoes the rapid phase of change. This changes in reflection of the4 changes in the Indian

consumer’s lifestyle and habits. Goldman Sachs has estimated that the Indian economic growth

could exceed that of chine by year 2017. It is believed that the country had the potential to

deliver the fast growth over the next 50 years. It took 10 years for the first 2500 organized retail

stores to emerge in India; the next 2500 could easily get added in the next 5 years.

1.7 EVOLUTION OF RETAIL IN INDIA

The origins of retail are old as trade itself. Barter was the oldest form of trade. For

centuries, most merchandise was sold in market place or by peddlers. Medieval markets were

dependent on local sources for supplies of perishable food because Journey was far too slow to

allow for long distance transportation. However, customer did travel considerable distance for

specially items. The peddler, who provided people with the basic goods and necessities that they

could not be self-sufficient in, followed one of the earliest forms of retail trade. Even in

prehistoric time, the peddler travelled long distances to bring products to locations, which were in

short supply. They could be termed as early entrepreneurs who saw the opportunity in serving the

needs of the consumers at a profit. Later retailers opened small shops, stocking them with such

produce.


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1.8 TRADITIONAL RETAIL FORMAT IN INDIA:

It is important that for centuries now, India has been operating within her unique concept of

retailing. Retailing in its initial period was witnessed at the weekly Hats or Gathering in a market

place where vendors put on displays their produce. Off course this practice is still prevalent in

many towns and cities in India: then the market saw the emergence of the local bandies and his

neighborhood Kirani shop. In fact, these were the common local mummy-daddy or multipurpose

departmental store located in the residential areas such shops stocked goods and multipurpose

utility and were with the vision of providing convenience at the doorstep of the consumer.

1.9 HISTORY OF HYPERMARKET:

At the end of 1950’s and at the beginning of 1960’s, many French retailers came to United

States to listen to Bernardo Trujillo, director of the International Management Systems Seminars.

One of his arguments during his seminars on modern retailing was: “No parking, no business”.

Most of these French retailers came back to France very enthusiastic. A new concept then was

launched in the French market: the hypermarket.

The hypermarket was defined as a retail concept with a floor space over 2,500m2. Every

kind of products was supposed to be sold through self-service techniques even though there are

today exceptions. Despite several bank support refusals, the families Fournier, Badin, and

Deforce, native from Switzerland, decided to open the first hypermarket. It was in the Southern

Paris in 1963 under the name Carrefour. Its size was exactly 2,500m2. This first hypermarket was

immediately a big success.

Ten years after, there were more than 250 hypermarkets in France. Today, there are more

than 1,300 hypermarkets in this country. And the group Carrefour, composed of several chains,

is now the second world largest retailer after Wal-Mart. This public company has more than

10,000 stores in the world toady located in more than 30 countries. Carrefour began its

internationalization process very early in the 1970’s. The group is present of course in Europe but

also in South and Central America, and in North Africa. In Asia, Carrefour is very successful in

China and Thailand but not in Japan where they located only four hypermarkets.


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Websitewww.dmartindia.com

Public

Retailing

2002

Mumbai, Maharashtra, India

Supermarket

Avenue Super marts

Type

Industry

Founded

Headquarters

Products

Parent

DMART

1.10 COMPANY PROFILE

COMPANY PROFILE OF DMART

D-Mart is a one-stop supermarket chain that aims to offer customers a wide range of basic home

and personal products under one roof. Each D-Mart store stocks home utility products - including

food, toiletries, beauty products, garments, kitchenware, bed and bath linen, home appliances and

more - available at competitive prices that our customers appreciate. Our core objective is to

offer customers good products at great value.

D-Mart was started by Mr. Radhakrishnan Damani and his family to address the growing needs

of the Indian family. From the launch of its first store in Poway in 2002, D-Mart today has a

well- established presence in 163 locations across Maharashtra, Gujarat, Andhra Pradesh,



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Madhya Pradesh, Karnataka, Telangana, Chhattisgarh, NCR, Tamil Nadu, Punjab and Rajasthan.

With our mission to be the lowest priced retailer in the regions we operate, our business

continues to grow with new locations planned in more cities.

The supermarket chain of D-Mart stores is owned and operated by Avenue Super marts Ltd.

(ASL). The company has its headquarters in Mumbai.

The brands D Mart, D Mart Minim ax, D Mart Premier, D Homes, Dutch Harbor, etc. are brands

owned by ASL.

FOUNDERS

D-Mart is owned and operated by Avenue Super marts Ltd. (ASL) – a company founded by Mr.

Radha kishan Damani. Mr. Radhakrishnan Damani is respected in the business world as an astute

investor in the Indian equity market, he has built a company that constantly strives towards

developing a deep understanding of customer needs and satisfying them with the right products.

A firm believer in core business fundamentals and strong ethical values, Mr. Damani has built D-

Mart into an efficient, large and profitable retail chain that is highly respected by customers,

partners and employees alike.

1.10.1 Major events and milestones in relation to the company are:






2007- The Company opened its first store in Gujarat

2010-The store count of the Company crossed 25 stores the audited consolidated revenue

exceeded Rs. 10,000 million.


2015- The Company opened stores in Madhya Pradesh and Chhattisgarh. The audited

consolidated revenues of the Company exceeded Rs. 50,000 million.



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1.11 C0MPANY PROFILE

BIG BAZAAR

Type Public

Industry Retailing

Founded 2001

Headquarters Mumbai, Maharashtra, India.

Products Hypermarket

Parent Future Group

Website

COMPANY PROFILE OF BIG BAZAAR

Big Bazaar is the largest hypermarket chain in India. As of June 2, 2014, there are 256 stores

nationwide. 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 stores are aimed at providing a local marketplace feel to the shoppers. They offer a

wide variety of household items including retail apparels, food products, general merchandise,

furniture, electronics, books, fast food, etc. several stores also have leisure and entertainment

sections.


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Future Bazaar is an online business venture of Future Group, which sells an assortment of

products such as fashion, which includes merchandise for men and women, mobile handsets and

electronics like home theatres, video cameras, digital camera, LCD TVs, kitchen appliances and

many more.

1.11.1Major events and milestones in relation to the company are:

2001- The Company opened its first four stores in Kolkata, Indore, Bangalore, and Hyderabad

within a period of 22 days

2003- The Company made its foray into small towns and cities.

2004- The Company consolidated its position in the Indian retail landscape and registered a

record Rs. 10 million turnovers in a single day on Diwali-eve.

2005- The first Big Bazaar Exchange Offer was launched, which quickly gained popularity

among customers.

2011- Big Bazaar came up with a new logo and a new tag line: “Nayef India Ka Bazaar”.

2012- The Company signed a multi-million-dollar deal with Cognizant Technology Solutions for

the development of an IT infrastructure, encompassing Future Group’s entire network of stores,

warehousing and data centers.

CHAPTER-2

RESEARCH DESIGN AND

METHODOLOGY


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RESEARCH DESIGN

A research Design is the document of the study. The Design of a study defines the study

type and sub-type, research question, independent and dependent variables, experimental

design and data collection methods and statistical analysis plan. Research design is the

framework that has been created to seek answers to research questions.

2.1 STATEMENT OF THE PROBLEM

The study is being conducted for the survey of customer preference in D-Mart over Big

Bazaar store based in BENGALURU city. It is required to find out the preferences based

on certain aspects (price, Income, levels selection of products satisfaction level of

customers).

2.2NEED AND IMPORTANCE OF THE STUDY

Now-a-day’s retail stores facing more competition in retailing business. Good store

design increases the visiting of more customers in to the store and increase the store

goodwill, and price also plays major factor to use the customer giving preference and

selection of the store. And as industry research has shown, there is much need to know

the customer expectations, customer preferences and their store choice’s(features) and we

will find out solutions of how D-Mart is getting more customers and getting more profits

and it is also to do more research and hence the study is been done.

2.3OBJECTIVES OF THE STUDY

• To study the customer preferences in choosing D-Mart or Big Bazaar.

• To study the factors that is affecting the choice of customers in choosing a retail store.

• To study the factors that retain the customers who visit D-Mart and Big Bazaar.


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2.4SCOPE OF THE STUDY

The research is applicable in customer decision making process for purchasing of

products at D-Martand Big Bazaar. The scope of research also helps in understanding the

preferences of the customers. It would help D-Mart and Big Bazaar in designing their

marketing promoting sales.

2.5RESEARCH METHODOLOGY

TYPEOFRESEARCH

This research is an exploratory research to understand customer preference in choosing

D- Mart or Big Bazaar.

TYPE OF DATA:

The data used in this study involves both primary and secondary data through a structure

questionnaire.

SOURCES OF DATA COLLECTION:

The study is primarily based on primary sources of data.

• Primary Data: It is known as the first-hand information. For a study of this

nature primary data is collected through interviews directly from people involved.

Questionnaires were given to customers and necessary feedback will be collected.

• Secondary Data: The secondary data are the data which collected from

different sources that provides the information. It can be through any media,

statistical information from market research reports internet and reference of few

books etc. for this study secondary data has also been used.

DATA COLLECTION INSTRUMENTS:

A structured questionnaire was used to collect the necessary data. It serves as primary

data to answer the research question and objectives pertaining customers choosing a retail

store according to their expenses and investments. The survey questionnaire consists of

29 questions to the study.


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SAMPLE SIZE AND SAMPLING TECHNIQUES:

The target respondents of the study are the customer preference in choosing D-Mart or

Big Bazaar. The conveniences sampling is the sampling used in this study.

STATISTICAL TOOL FOR THE DATA:

For a comparative study between different sets of data tool would be frequency

distribution.

2.6 LIMITATIONS OF THE STUDY:

• The study is only for D-Mart and Big Bazaar confined to a location very small

sample of respondents. Hence the finding cannot be treated as respective of the

entire industry.

• Respondents may give biased answers for the required data. Some of the

respondents did not like to respond.

• In our study we have faced important difficulty by coming to the right conclusion.

2.7 CHAPTER SCHEME:

✓ Introduction

This chapter consists of introduction to customer’s preference in choosing a retail store,

recent development in the industry, industry background and major players in the market.

✓ Review of Literature

This chapter attempts to study the different dimensions of choosing D-mart and

performances satisfaction with the help of reviewing different journals/ articles of

researches. It provides an overview and references on some of the conceptual and

practical undertaken in the areas of customer’s preference in choosing D-mart according

to their financial performance and satisfaction.

✓ Research Design


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This chapter deals with Statement of the problems, Need and importance, Objectives,

Scope, Research Methodology, Source, Sample Size and Sampling techniques,

Limitations and the chapter scheme.

✓ Data Analysis and Interpretation

This chapter deals with the various information received from the performance and from

different sources related to the topic is been analyzed, data analysis tools used for the

tabulation analysis and the data so analyzed will be interpreted and conclusion have been

made.

✓ Findings, Suggestion and Conclusion

This chapter deals with the information received and found regarding the topics been

summarized out of the data that has been collected, suggestions for the improvement

have made and conclusion have been drawn.

✓ Bibliography

CHAPTER-3

COMPANY PROFILE


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Websitewww.dmartindia.com

Public

Retailing

2002

Mumbai, Maharashtra, India

Supermarket

Avenue Super marts

Type

Industry

Founded

Headquarters

Products

Parent

DMART

3.1 COMPANY PROFILE

COMPANY PROFILE OF DMART

D-Mart is a one-stop supermarket chain that aims to offer customers a wide range of basic home

and personal products under one roof. Each D-Mart store stocks home utility products - including

food, toiletries, beauty products, garments, kitchenware, bed and bath linen, home appliances and

more - available at competitive prices that our customers appreciate. Our core objective is to

offer customers good products at great value.

D-Mart was started by Mr. Radhakrishnan Damani and his family to address the growing needs

of the Indian family. From the launch of its first store in Poway in 2002, D-Mart today has a

well- established presence in 163 locations across Maharashtra, Gujarat, Andhra Pradesh,



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Madhya Pradesh, Karnataka, Telangana, Chhattisgarh, NCR, Tamil Nadu, Punjab and Rajasthan.

With our mission to be the lowest priced retailer in the regions we operate, our business

continues to grow with new locations planned in more cities.

The supermarket chain of D-Mart stores is owned and operated by Avenue Super marts Ltd.

(ASL). The company has its headquarters in Mumbai.

The brands D Mart, D Mart Minim ax, D Mart Premier, D Homes, Dutch Harbor, etc. are brands

owned by ASL.

FOUNDERS

D-Mart is owned and operated by Avenue Super marts Ltd. (ASL) – a company founded by Mr.

Radha kishan Damani. Mr. Radhakrishnan Domani is respected in the business world as an

astute investor in the Indian equity market, he has built a company that constantly strives towards

developing a deep understanding of customer needs and satisfying them with the right products.

A firm believer in core business fundamentals and strong ethical values, Mr. Damani has built D-

Mart into an efficient, large and profitable retail chain that is highly respected by customers,

partners and employees alike.

1.1.1 Major events and milestones in relation to the company are:






2007- The Company opened its first store in Gujarat

2010-The store count of the Company crossed 25 stores the audited consolidated revenue

exceeded Rs. 10,000 million.


2015- The Company opened stores in Madhya Pradesh and Chhattisgarh. The audited

consolidated revenues of the Company exceeded Rs. 50,000 million.



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3.2 C0MPANY PROFILE

BIG BAZAAR

Type Public

Industry Retailing

Founded 2001

Headquarters Mumbai, Maharashtra, India.

Products Hypermarket

Parent Future Group

Website

COMPANY PROFILE OF BIG BAZAAR

Big Bazaar is the largest hypermarket chain in India. As of June 2, 2014, there are 256 stores

nationwide. 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 stores are aimed at providing a local marketplace feel to the shoppers. They offer a

wide variety of household items including retail apparels, food products, general merchandise,

furniture, electronics, books, fast food, etc. several stores also have leisure and entertainment

sections.


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Future Bazaar is an online business venture of Future Group, which sells an assortment of

products such as fashion, which includes merchandise for men and women, mobile handsets and

electronics like home theatres, video cameras, digital camera, LCD TVs, kitchen appliances and

many more.

1.2.1Major events and milestones in relation to the company are:

2001- The Company opened its first four stores in Kolkata, Indore, Bangalore, and Hyderabad

within a period of 22 days

2003- The Company made its foray into small towns and cities.

2004- The Company consolidated its position in the Indian retail landscape and registered a

record Rs. 10 million turnovers in a single day on Diwali-eve.

2005- The first Big Bazaar Exchange Offer was launched, which quickly gained popularity

among customers.

2011- Big Bazaar came up with a new logo and a new tag line: “Naye India Ka Bazaar”.

2012- The Company signed a multi-million-dollar deal with Cognizant Technology Solutions for

the development of an IT infrastructure, encompassing Future Group’s entire network of stores,

warehousing and data centers.

REVIEW OF LITERATURE

FDI in Retail Sector, India - Academic Foundation, New Delhi

Arpita Mukherjee, Nitish Patel (2005) This study analyses the current retail

marketplace in India, investigating current and projected growth across different

segments of retail and evaluating the impact of allowing foreign-direct investment (FDI),

currently not allowed in India. India's retail sector is positioned to transform from mostly

small, family-owned businesses to large-scale chain retail, and man international brands

are investigating how to enter India's retail market. The study of the structural, regulatory,

fiscal and other barriers affecting the performance of retail trade suggests reforms for the

removal of such barriers and provides a timeframe in which of the Indian government can

open its retail segment to FDI and the conditions that might be forced on outside retailers

if FDI is permitted.


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Research, JULY (2013) S. Pugalanthi an essential part of the current financial situation

in India is the development of sorted out retail. There has been significant development in

sorted out retailing business lately and it is balanced for substantially quicker

development later. Major mechanical houses have entered this territory and have reported

exceptionally driven future extension designs. Transnational enterprises are additionally

trying to come to India and set up retail chains as a team with huge Indian organizations.

Be that as it may, suppositions are separated on the effect of the development of

composed retail in the nation. This paper endeavors at giving a retailing situation in India

and degree for future research around there.

Customer Service with Reference to Big Bazaar - International Journal of Social

and Economic Research, Shirkhanloo Shima (2013) the study is based on a survey

conducted on customers of a hyper market named Big Bazaar. It is a type of market where

various kinds of product are available under one roof. The study was conducted for

determining the customers buying behavior and their satisfaction level at Big Bazaar. The

study finds out the status of Big Bazaar and determines where its and since the current

market. It will help in estimating the customer’s future needs, wants and demands.

Youth Customer Perception of Brand Big Bazaar: An Empirical Investigation –

Research Analysis and Evaluation. Ankita Srivastava and Sanjay Shankar Mishra

(2013) Big Bazaar of India needs to focus more on its responsiveness attribute to improve

the satisfaction level of youth customers, whereas the gap is minimum least for the

tangibility shows better emphasis on this factor as compared to the. Big Bazaar should

emphasize on improving its rating as this is a very important parameter for performance.

RATER dimensions. It shows that Big Bazaar is not focusing equal on every factor which

is important for customers as suggested by the high difference in scores on certain

dimensions. It shows that Big Bazaar needs to make substantial effort like training,

motivation etc. to improve their score on responsiveness dimension as it is an important

criterion for customer service.

Retail Industry Indian – Its Growth, Challenges and Opportunities M.

Dhanabhakyam and. Shanthi (2014) - This investigation gives data about the


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development of retailing industry in India. It inspects the developing mindfulness and

brand cognizance among individuals crosswise over various financial classes in India and

how the urban and semi-urban retail showcases are seeing critical development. It

explores the role of the Government of Indian the industries growth and the need for

further reforms. In India the huge white-collar class and its relatively undiscovered retail

industry are the key appealing powers for worldwide retail man months needing to go

into more up to date advertise, which thus will enable the India. To retail Industry to

become speeder. The investigation incorporates development of retail part in India,

methodologies, quality and chances of retail locations, retail design in India, late patterns,

and openings and difficulties. It likewise finishes up with the reasonable effect of the

section of worldwide players into the Indian retailing industry. It additionally features the

difficulties Looked by the business in close future.

A study on customer relationship management (CRM) with reference to Big Bazaar

in Bilaspur City - International Journal of Management, IT and Engineering,

Pandey Sanjaya Nd Henry Amit Sieve (2013) This study entails the strategy that Big

Bazaar follows in context with CRM practices. The Big Bazaar first tries to determine

likely prospects i.e. the people who have a strong potential interest in the product and

ability to pay for it. The Big Bazaar hopes to convert many of its qualified prospect into

first time customers and then to convert those first-time customers into repeat customers.

Then the Big Bazaar tries to convert these repeat customers into clients – they are those

people who buy only from the Big Bazaar in the relevant product categories. The next

challenge for the Big Bazaar is to convert these clients into advocates. Advocates are

those clients who praise the Big Bazaar and encourage others to buy from it. The ultimate

challenge is to convert these advocates into partners where the customers and the clients

work actively together to discover ways of getting mutual benefit. Thus, in CRM the key

performance figure is not just current market share but share of life time value by

converting customers into partners. In CRM the Big Bazaar identified that small

percentage of key account holders whose contribution to the Big Bazaar revenues is high.

So, from this point of view, CRM is also known as key account management.

A Study on Consumer’s Behavior Towards Retail Outlet with Reference to Big

Bazaar- Excel International Journal of Multidisciplinary Management Studies,


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S. Poongavanam, V. Chandrasegarn, Sundar Arumugham and Siva Sankar (2013)

In meeting client’s necessities and estimating consumer loyalty's records, client

observation ought to be unquestionably a key thought. Qualified services in the operation

execution, technical management and business development are necessary. It is more

important to understand customer expectations and make efforts to exceed their

expectations. In customer satisfaction management, the biggest challenge is customer

perception management, or customer perception satisfaction. The major characteristics of

service is intangible; hence the core value of services is not like a physical product but the

spiritual experience and perception of customers. The final aim and ideal effect of the

service provisioning is to have customers perceive and enjoy the service. Such perception

is both at psychological and behavior levels, and it is the contents of high quality in the

modern society. Customers are seeking for materials deliverables as well as perceptive

enjoyment when purchasing a service product. Since perceptive enjoyment is a vital

service objective, one of the key service management objectives shall be meeting

customer’s perceptive enjoyment.

An Analysis of Consumer Perception towards Retail Brands in Big Bazaar, Chennai

-

Indian Journal of Applied Research M. Raja and M. I. Saifil Ali (2014) Retailing

Occupies a pre – eminent position in all economies. Retailing incorporates each one of

those exercises that include the offer of products and enterprises to extreme customers for

individual, family and family utilize. Changes in Indian retailing have been constant, but

the pace of development is fast over past few years. One such change is the emergence of

private labels on the shelves of retailers which becomes the integral part of retailing.

Organized retail is a big revolution to Indian economy, which not only contribute national

brands and private label brands. So, it is necessary to understand the customer perception

towards private label brands in a retail store. This paper throws lights on the factors

which influence the customer perception towards private labels and to analyze the

customer expectation towards private labels using Big Bazaar as a platform.

Perception of Consumers towards Shopping Mall -A Case Study with Reference to

Aligarh and Mathura City – VSRD International Journal of Business and

Management Research Satendra Bhardwaj, Rajeev Sharma and Jyoti Agarwal


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(2011) In India there have been a great successful brand both national as well as foreign

brands and again it has been realized that brands are sustaining power to stay in the

competitions. If we defined the customer satisfaction we can say “a qualitative measure

of performance as defined by customer, which meet their basic requirements and

standard.” Customer satisfaction is defined as “measure or determination that a product or

services meet a customer’s expectation, considering requirement of both quality and

service.”

“Profile and Perception of Retail Consumers – An Empirical Study in Palakkad

District” G. Haritharan (2008) According to are port compiled, there are 5million retail

outlets all sizes and styles. The retail market is likely to increase by 200 per cent

annually. This means that India per capita retailing space is about 5 square feet compared

to 16 square feet in 1999 in Mumbai. Next a structural questionnaire was used to collect

primary data. Convenient random sample of 120 respondents (40 from Big Bazaar, 40

from Spencer’s and 40 from Reliance Fresh) were asked to fill the questionnaire

consisting of both open ended and closed questions. Respondents were randomly

intercepted in the shopping malls and information elicited from the co-operative one’s

five point likes scale was used to record and measure the satisfaction level.

“A Study on the Challenges and Opportunities Faced by Organized Retail Players

in Bangalore”, Mihirdasha, has discussed that even though Indian retailing is hailed as

a In developed and other India only in the late 1990’s, and there are a number of

challenge factors huge sector in India, in reality, it is not so rosy when compared to the

retail scenario in developing countries. Indian retail is still in the infancy stage, with the

retail revolution gaining momentum which needs to be overcome 43 and several

opportunity factors which need to be leverage dup on, if organized retailing is to flourish

the way it ideally should. This investigation spins around the chances and difficulties

looked by sorted out retail players in Bangalore.

“A Study on the Changing Consumer Perceptions and Preferences towards

Organized Retailing from Unorganized Retailing”. M. Guruswamy and N. Prabha

has revealed the facts regarding the most prioritized attributes of the retail stores which

attract the consumers towards them. The research has revealed that the consumers had

opined that traditional stores are good on the parameters of quality and convenience only


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where organized formats like upper markets, Departmental Stores and so on are seen to

be great as far as quality, assortment, consistency, comfort, administration and

cleanliness. Cost is the main factor where client see sorted out retailers as expensive. The

investigation demonstrates that clients are especially on edge towards sorted out retailing

and they expect assortment as an essential trait from retailers. It likewise demonstrates

that clients anticipate that quality next will assortment as the essential components to

shop in the sorted-out arrangements.

The consumption pattern of Indian consumers: Choice between traditional and

organized retail Mridula Mishra in her study tried to explore the way organized retail

has dramatically changed not only the Indian traditional retailing structure but also the

consumption behavior. The results of the study showed that for consumers, the shopping

mall or variant of organized retail format is the preferred type of retail store, due to

convenience and variety.

Models of Consumer Behavior in Mall Culture – Indian Journal of Marketing

Panandikar and Rajiv Gupta asserted that the malls have revolutionized the concept of

Retailing and they pose a serious competition to their conventional counterparts in terms

of service, ambience, price, access to the brands, etc. and have created a niche in the

minds of consumers through a perception of innovation, style and status.

Lumpkin (1984) and Schiff Man et al (2001): They hovel so studied purchase behavior

reached the conclusion that store are patronized. Further the outcome of their studies

reflects that regarding activities, interests and opinions (Ala) in the context of various

products. They respondents were very conscious about price and quality/guarantee of the

products Kai Kristensen, Hans JornJhul & OstergaardPeder (2001): Customer

satisfaction and customer loyalty were becoming increasingly important factors in

modern retailing a market characterized by slow growth and intense competition. In this

paper researcher have explained that European retailing was changing rapidly, developers

were concentrating on increase in store size and ownership. Store chains were

increasingly being branded to increase differentiation between chains, subsequently

increasing store loyalty. Private labels have obtained a more dominant role within the last

few years

CHAPTER-4

DATA ANALYSIS AND

INTERPRETATION


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Table 4.1: Showing the Gender of Respondents.

Particulars No of Respondents Percentage (%)

Male 56 37.3

Female 94 62.7

Total 150 100

Analysis: The above table shows that 37.3% (56) of the respondents were males while 62.7%

(94) of them were females.


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Male Female

50

40

30

20

10

0

56 60

100 94

90

80

70

Chart 4.1: Representing the Gender of respondents

Interpretation: The above chart shows the gender of the respondents and female respondents

are more interested in filling the questionnaire and shopping.


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Table 4.2: Showing the Age of Respondents

Particulars Respondents Percentages

under25 132 88

25-35 16 10.7

35-45 2 1.3

TOTAL 150 100

Analysis: The above table shows that 88% (132) of the respondents belonged to the age group

of less than 25 years, 10.7% (16) of the respondents belonged to the age group of 25-35 years

and 1.3% (2) belonged to the age group of 35-45 years and above.


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Count of Age

140 132 120 100

80

60

40

20 16

2

0

25-35 35-45 under 25

Chart 4.2: Representing Age group of respondents

Interpretation: It is interpreted that majority of the respondents are aged under 25, which tells

that they are more willing to purchase.


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Table 4.3 Showing the Occupation of Respondents.

Particulars No of Respondents Percentage (%)

Student 112 74.7

Self-employed 9 6

Professional 20 13.3

Service 3 2

Housewife 6 4

Total 150 100

Analysis: The above table shows that74.7% (112) respondents are students and 6% (9) of them

are self-employed and 13.3% (20) of the respondents are professional and 2% (3) of them are in

service and 4% (6) of the respondents are housewife.


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Student Service Professional Self-employed Housewife

0

3 9 6

Count of Occupation

120 112

100

80

60

40

20 20

Chart 4.3: Chart showing the occupation of respondents

Interpretation: It is interpreted that most of the respondents are students and they are willing to

purchase.


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Table 4.4 showing the marital status of the Respondents

Particulars No of Respondents Percentages (%)

Single 141 94

Married 9 6

Total 150 100

Analysis: The above data shows the marital status of the respondents. It shows that out of 150

respondents 94% (141) are single, 6% (9) of the respondents are married.


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160

141 140

120

100

80

60

40

20

0

Married Single

Chart No. 4.4: Chart showing the marital status of the respondents

9

Interpretation: It is interpreted that most of the respondents are single and are interested in

purchasing the products.


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Table 4. 5 Showing the monthly income of Respondents

Particulars Respondents Percentage (%)

Below 10000 97 64.7

Rs. 10000-20000 26 17.3

Rs. 20000-40000 20 13.3

Rs. 40000 and above 7 4.7

Total 150 100

Analysis: The above data shows the monthly income of the respondents. 64.7% (97) earn less

than Rs 10000 per month, 17.3% (26) of them earn Rs 10000-20000 per month and 13.3% (20)

of the respondents earn Rs 20000-40000 per month and rest of them earn more than 40000 a

month.


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120 100 80 60 40 20 0

97 Below 10000

26 Rs 10000-20000

20 Rs 20000-40000

7 Rs 40000 and above

Count of Monthly income

Chart 4.5: Chart showing the monthly income of the respondents.

Interpretation: The above chart shows that most of the the respondent’s income is below 10000

and 7 respondents income level is 40000 and above.


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Table 4.6 Showing the visit to Big Bazaar


Once in a week 10 6.7

Once in 15 days 17 11.3

Once in a month 37 24.7

Once in 2-3 months 86 57.3

Total 150 100

Analysis: The above data shows the respondents visit towards big bazaar. 6.7% (10) of the

respondents visit once in a week and 11.3% (17) of them visit once in 15 days and 24.7% (37) of

the respondents visit once in a month and 57.3% (86) of the respondents visit once in 2-3 months

to the store.


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Count of How frequently do you visit Big Bazaar?

Once in a week 10

Once in a month 37

Once in 2-3 months 86

Once in 15 days 17

0 20 40 60 80 100

Chart 4.6: Chart showing the visit to big bazaar.

Interpretation: From the above analysis, it is interpreted that majority of the respondents visit

Big Bazaar once in 2-3 months and 10 respondents visit once in a week.


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Table 4.7 Showing the visit to D-mart


Once in a week 9 6

Once in 15 days 19 12.7

Once in a month 43 28.7

Once in 2-3 months 79 52.7

Total 150 100

Analysis: The above data shows the respondents visit towards D-Mart. 6% (9) of the respondents

visit once in a week and 12.7% (19) of them visit once in 15 days and 28.7% (43) of the

respondents visit once in a month and 52.7% (79) of the respondents visit once in 2-3 months to

the store.


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Count of How frequently do you visit D-Mart?

Once in a week 9

Once in a month 43

Once in 2-3 months 79

Once in 15 days 19

0 10 20 30 40 50 60 70 80 90

Chart 4.7: Chart showing the visit to D-Mart.

Interpretation: From the above analysis, it is interpreted that majority of the respondents visit

D-Mart once in 2-3 months and 9 respondents visit once in a week.


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Table4.8 Showing what people purchase at Big Bazaar.


Groceries 80 53.3

Electronic Goods 9 6

Apparels 45 30

Others 16 10.7

Total 150 100

Analysis: The above data shows what the respondents purchase at big bazaar. 53.3% (80) of the

respondents purchase groceries, 6% (9) of them purchase electronic goods and 30% (45) of the

respondents purchase apparels and the rest of them 10.7% (16) purchase other needs.


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Respondents

16

45 80

9

Groceries Electronic Goods Apparels Others

Chart 4.8: Chart showing the goods purchased at big bazaar.

Interpretation: From the above analysis it is interpreted that majority of the respondents

purchase groceries more than electronics goods and apparels in Big Bazaar.


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Table 4.9Showing what people purchase at D-Mart?


Groceries 99 66

Electronic Goods 15 10

Apparels 24 16

Others 12 8

Total 150 100

Analysis: The above data shows what the respondents purchase at big bazaar. 66% (99) of the

respondents purchase groceries, 10% (15) of them purchase electronic goods and 16% (24) of the

respondents purchase apparels and the rest of them 8% (12) purchase other needs.


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Respondents

12

24

15

99

Groceries Electronic Goods Apparels Others

Chart 4.9: Chart showing the goods purchased at D-Mart.


purchase groceries more than electronics goods and apparels in D-Mart.


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Table 4.10 showing the source how people came to know about Big-Bazaar

and D-Mart?


Newspaper 24 16

F.M radio 5 3.3

Social Media 26 17.3

Friends/others 95 63.3

Total 150 100

Analysis: The above table shows the source of how people came to know about D-Mart and big

bazaar. Out of 150 respondents 16% (24) of them knew it by newspapers, 3.3% (5) of them

knew by F.M Radio and 17.3% (26) of the respondents found in social media and 63.3% (95) of

the respondents were aware by friends and others.


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100

80

60

40

20

0

Count of Which source made you to buy product from Big-Bazaar and D-Mart?

95

24 26

5

F.M radio Friends/others News paper Social media

Chart 4.10: Chart showing the source of people know the stores.

Interpretation: From the above analysis it is interpreted that, majority of the respondents knew

Big Bazaar and D-Mart by Friends/others were as 5 respondents knew by F.M radio and 26

respondents by Social media.


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Table 4.11Showing the responses why people purchase at Big Bazaar.


Low price 36 24

Better quality 51 34

Variety of products 34 22.7

Various brands 29 19.3

Total 150 100

Analysis: The above data shows why people purchase in big bazaar. 24% (36) of the respondents

purchase for its low price, 34% (51) of the respondents purchase for the availability of better

quality and 22.7% (34) of them purchase for the variety of products and 19.3% (29) of the

respondents purchase for the availability of variety of brands.


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60 50 40 30 20 10 0

51 Better Quality

36 Low price

34 Variety of products

29 Various Brands

Count of Why do you make purchase of products from Big Bazaar?

Chart No. 4.11: Chart showing the responses of why people purchase at big bazaar.


purchase for better quality products in Big Bazaar.


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Table 4.12Showing the responses why people purchase at D-Mart.


Low price 63 42

Better quality 39 26

Variety of products 33 22

Various brands 15 10

Total 150 100

Analysis: The above data shows why people purchase in big bazaar. 42% (63) of the respondents

purchase for its low price, 26% (39) of the respondents purchase for the availability of better

quality and 22% (33) of them purchase for the variety of products and 10% (15) of the

respondents purchase for the availability of variety of brands.


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Respondents

Various brands 15

Variety of products 33

Better quality 39

Low price 63

0 10 20 30 40 50 60 70

Chart 4.12: Chart showing the responses of why people purchase at D-Mart.


purchase for the low price of the products at D-Mart.


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Table 4.13Showing the responses why people choose D-Mart over Big Bazaar.


Availability of products

you need

31 20.7

Variety of products you

need

35 23.3

Discounts/special offers 81 54

Others 3 2.3

Total 150 100

Analysis: The above data shows why people choose D-Mart over big bazaar. Out if 150

respondents 20.7 % (31) of them choose for availability of the needed products and 54 % (81) of

the respondents choose for its discounts and special offers and the rest of the respondents choose

for other reasons.


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Availability of products you need Variety of products you need

Discounts/special offers Others

35 81

31 3

Respondents

Chart 4.13: Chart showing why people choose D-Mart over Big Bazaar.

Interpretation: From the above analysis it is interpreted that majority of the respondents choose

D-Mart for the discounts/ special offers which are offered, and 35 respondents purchase for

variety of products which they need.


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Table 4.14Showing the responses if big bazaar is intimating the customers of

the discounts and prices.


YES, cleanly intimating 79 52.7

NO clarity intimating 62 41.3

NO intimation at all 9 6

Total 150 100

Analysis: The above data shows the responses of the store are intimating the customers of the

discounts and prices in big bazaar. 52.7 % (79) of the respondents said YES, its cleanly

intimating, 41.3 % (62) of the respondents said there is NO clarity intimation and 6% (9) of them

said there is NO intimation at ll.


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NO intimation at all NO clarity intimating YES, cleanly intimating

79 62

9

Chart 4.14: Chart showing if big bazaar is intimating the customers.

Interpretation: From the above analysis it is interpreted that majority of the respondents (79)

agree that Big Bazaar intimates cleanly about discounts and prices and (9) respondents responded

that there is no intimation at all.


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Table 4.15Showing the responses if D-Mart is intimating the customers of the

discounts and prices.


YES, cleanly intimating 90 60

NO clarity intimating 46 30.7

NO intimation at all 14 9.3

Total 150 100

Analysis The above data shows the response of the store is intimating the customers of the

discounts and prices in big bazaar. 60% (90) of the respondents said YES, its cleanly intimating,

30.7% (46) of the respondents said there is NO clarity intimation and 9.3% (14) of them said

there is NO intimation at ll.


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NO intimation at all NO clarity intimating YES, cleanly intimating

90

46

14

Respondents

Chart 4.15: Chart showing if D-Mart is intimating the customers.


agree that D-Mart intimates cleanly about discounts and prices and (14) respondents responded

that there is no intimation at all.


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Table4.16Showing the responses of how effective the customer service

department at big bazaar.


Fast service 73 48.7

Slow service 40 26.7

Not enough service 28 18.7

Not good service 8 5.3

Moderate service 1 0.7

Total 150 100

Analysis: The above data shows how effective the customer service department at big bazaar.

48.7% (73) of the respondents said that there is fast service and 26.7% (40) of them said it is

slow service and 18.7% (28) of them said that the service is not enough and 5.3% (8) of them

said the service is not good and 0.7% (1) person responded of moderate service.


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Not good service Moderate service

Not enough service Slow service Fast service

40

73

Respondents

1

8

28

Chart 4.16: Chart showing the effective work of service department at big bazaar.


agree that the service department provides fast service in Big Bazaar and (40) responded that it

provides slow service.


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Table 4.17Showing the responses of how effective the customer service

department at D-Mart.


Fast service 89 59.3

Slow service 36 24

Not enough service 15 10

Not good service 10 6.7

Total 150 100

Analysis: The above data shows how effective the customer service department at big bazaar.

59.3 % (89) of the respondents said that there is fast service and 24 % (36) of them said it is slow

service and 10 % (15) of them said that the service is not enough and 6.7 % (10) of them said the

service is not good.


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Not good service Not enough service Slow service Fast service

89 36

15

10

Respondents

Chart 4.17: Chart showing the effective work in service department at D-Mart.


agree that the service department provides fast service in D-Mart and (36) responded that it

provides slow service.


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Table 4.18Showing the responses of how fast the billing section is at big

bazaar.


Fast 42 28

Not fast 108 72

Total 150 100

Analysis: The above data shows the responses of how fast the billing section is at big bazaar.

Out of 150 respondents 28 % (42) said it is fast and 72% (108) said it is not fast.


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Respondents

120 108

100

80

60

42

40

20

0

Fast Not fast

Chart 4.18: Chart showing the effective work in the billing section at big bazaar.

Interpretation: From the above analysis it is interpreted that most of the respondents

(108) agree that the billing section is not fast in Big Bazaar and (42) responded it is fast.


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Table 4.19 Showing the responses of how fast the billing section is at D-Mart.


Fast 55 36.7

Not fast 95 63.3

Total 150 100

Analysis: The above data shows the responses of how fast the billing section is at big bazaar.

Out of 150 respondents 36.7 % (55) said it is fast and 63.3% (95) said it is not fast.


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100

90

80

70

60

50

40

30

20

10

0

Respondents 95

55

Fast Not fast

Chart 4.19: Chart showing the effective work in the billing section at D-Mart.

Interpretation: From the above analysis it is interpreted that most of the respondents (95) agree

that the billing section is not fast in D-Mart and (55) responded it is fast.


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Table 4.20 Showing the responses of the quality and quantity is maintained at

Big Bazaar.


Good 81 54

Normal 64 42.7

Not good 4 2.6

Poor 1 0.7

Total 150 100

Analysis: The above data shows the responses of the quality and quantity maintained at big

bazaar. 54 % (81) of them said it is good, 42.7 % (64) it is normal, 2.6% (4) of them said it is not

good and 0.7% (1) respondent said it is poor.


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Respondents

90 81

80

70

60

64

50

40

30

20

10

0

4 1

Good Normal Not good Poor

Chart 4.20: Chart showing the quality and quantity maintained at big bazaar.


agree that the product quality and quantity is maintained good at Big Bazaar and (4) respondents

responded it is not good.

CHAPTER-5

FINDINGS, SUGGESTIONS

AND CONCLUSIONS


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FINDINGS:

The following are my findings on “A STUDY ON THE CUSTOMER PREFERENCE

IN CHOOSING D-MART OVER BIG BAZAAR IN BENGALURU”.

• The study shows that customers from all age group go to Big Bazaar and D-Mart,

but majority of them are of the age group under 25 and most of them are students

and salaried persons.

• From the survey it is evident that most of the people visit D-Mart and Big Bazaar

once in 2-3 months to the store.

• The study shows that most of the customers are influenced by discounts, offers

and a wide range of products offered at D-Mart

• The survey reflects that most of the customers purchase groceries more in D-Mart

and Big Bazaar.

• The survey shows that most of the customers make purchases in Big Bazaar of its

better-quality products.

• From the survey it is evident that customers purchase products in D-Mart because

of the low price and offers of the products.

• It is evident that D-Mart cleanly intimates the customers about the discounts and

offers.

• The study shows that the customer service department provides fast service in D-

Mart and Big Bazaar.

• From the survey it is evident that the quality and the quantity of the product is

maintained highly in D-Mart and Big Bazaar.

• The survey shows that the store space is free while moving around in the store in

D-Mart and Big Bazaar.

• It is evident from the survey that the availability of different types of products are

high in D-Mart.


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SUGGESTIONS:

The main objective of the study is to know why customers choose D-Mart over Big Bazaar for

purchasing their needs. Following are some of the suggestions gives to both the retail sectors

improving the services provided by them.

• Big Bazaar should offer more promotional schemes to attract shoppers from different

categories.

• They should offer more qualitative and branded products which will help them to have

standard customers.

• They should improve their promotion tactics to initiate more customers to the stores,

advertisement is the basic and most prominent tool to increase the awareness about

product.

• Majority of the customers visit D-Mart and Big Bazaar once in 2-3 months. It can be

increased by providing more discounts and good services so that customers wish to visit

again.

• Retail business is successful only when they have a good customer’s service. Customer’s

loyalty can be gained by providing good services to the customers.

• It is advisable that D-Mart must improve its customer relations and staffing by hiring

good and qualified staffs comparing to Big Bazaar.

• They should also do their promotional activities on social media to know about the stores

in their locality.


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CONCLUSION:

This project is conducted with finding out customer preference in choosing D-Mart and Big

Bazaar

This study has basically helped us to know the performance in D-Mart and Big Bazaar, most of

the performance are done by the discounts, offers and wide range of products offered at D-Mart.

Most of the customers are satisfied with D-Mart. This shows the customer satisfaction towards

the prices provided in D-Mart.

The customers are very loyal for both Big Bazaar and D-Mart, hence they want to visit Big

Bazaar and D-Mart again and say that they are better than other retail stores. This shows that

customers are well serviced while shopping at D-Mart and Big Bazaar.

BIBLIOGRAPHY


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BIBLIOGRAPHY

Ali, M. R. (2014). An Analysis of Consumer Perception towards Retail Brands in

Big Bazaar, Chennai.

Arpita Mukherjee, N. P. (2005). FDI in Retail Sector, India - Academic

Foundation, New Delhi.

Gupte, P. a. Models of Consumer Behavior in Mall Culture – Indian Journal of

Marketing.

Haritharan, G. (2008). “Profile and Perception of Retail Consumers. Palakad

District.

WEBSITES:

✓ http://www.bigbazaar.com

✓ http://www.futuregroup.com

✓ www.indianretailing.com

✓ www.dmartindia.com

✓ www.retailstores.com

http://www.bigbazaar.com/

http://www.futuregroup.com/

http://www.indianretailing.com/


http://www.retailstores.com/

ANNEXURE


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QUESTIONNAIRE

The survey will be done for finding the data for the topic: “A study on the customer preference in

choosing d-mart over big bazaar in Bengaluru”. I would be thankful if you spare a little of your

precious time to fill this questionnaire. Responses provided would be strictly used for academic

purpose.

1. Gender:

Male () Female ()

2. Age group:

Under 25 () 25-35 () 35-45 ()

3. Occupation:

Students () Self-employed () Professional () Service () Housewife ()

4. Marital Status:

Single () Married ()

5. Monthly Income:

Below Rs 10000 () Rs 10000-20000 () Rs 20000-40000 () Rs 40000 and above ()

6. How frequently do you visit Big Bazaar?

Once in a week () Once in 15 days () Once in a month () Once in 2-3 months ()

7. How frequently do you visit D-Mart?

Once in a week () Once in 15 days () Once in a month () Once in 2-3 months ()

8. Which products do you purchase more often in Big Bazaar?

Groceries () Electronic Goods () Apparels () Clothes ()

9. Which products do you purchase more often in D-Mart?

Groceries () Electronic Goods () Apparels () Clothes ()

10. Which source made you to buy product from Big-Bazaar and D-Mart?

Newspaper () F.M radio () Social media () Friends/others ()

11. Why do you make purchase of products from Big Bazaar?

Low price () Better Quality () Variety of products () various brands


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12. Why do you make purchase of products from D-Mart?

Low price () Better Quality () Variety of products () various brands

13. Do you feel shopping at D-Mart is a good place to buy clothes/household items than Big

Bazaar? Yes/No if yes, then is it because of.

Availability of products you need () Variety of the products you need ()

Discount/Special offer () others ()

14. Is big bazaar reminding and intimating their store discounts and prices to all Customers

in store.

YES, cleanly intimating () NO clarity intimating () NO intimation at all ()

15. Is D-Mart reminding and intimating their store discounts and prices to all customers in

store.

YES, cleanly intimating () NO clarity intimating () NO intimation at all ()

16. How the customer service department in store is, is it effective in providing Service in

big bazaar?

Fast service () Slow service () Not enough service () Not good service ()

17. How the customer service department in store is, is it effective in providing Service in D-

Mart?

Fast service () Slow service () Not enough service () Not good service ()

18. Are you waiting for a long time at the billing section at big bazaar?

Yes () No ()

19. Are you waiting for a long time at the billing section at D-Mart?

Yes () No ()

20. How is BIG BAZAAR maintaining product QUALITY, QUANTITY compare to other

retail stores?

Good () normal () Not good () poor ()

GAGAN KUMAR C-min.pdf

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