Shivam Big Bazaar Project Report

A

PROJECT REPORTON

“CUSTOMER RELATIONSHIP MANAGEMENT”FOR

(Big Bazaar Allahabad)BY

SHIVAM TIWARI

MBA SEMESTER III

ROLL NO: 1128470019

PROJECT GUIDE BY

"MR. PRASHANT SHUKLA"

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS OF THE

TWO-YEAR FULL-TIME MBA (MASTER OF BUSINESS ADMINISTRATION)

PROGRAMME

OF

UIT(UNITED INSTITUTE OF TECHNOLOGY)

ALLAHABAD

A.Y: 2011 – 2012

ACKNOWLEDGEMENT

I feel very pleased to acknowledge that I have completed my Summer Training from “BIG BAZAR” Allahabad. I was with “FUTURE GROUP” for the past seven weeks and this summer training was an opportunity to observe the organization more closely. It was a great pleasure to be with the organization & learn about its culture, practices, people processes & business activities.

A Project Report is never successfully completed without the guidance from appropriate person. So, now it is the right time to express my sincere gratitude towards all those, who have helped me to complete the project.

I would like to thank Mr.ANIRUDH SINGH   (HR Manager, Training) who has given me the opportunity .whose guidance and support helped me to complete this project successfully. Without their Guidance the work would never have been completed.

And I am greatly to all advisers who helped me knowingly or unknowingly for getting the information and taking interest in my project. I am also thankful to entire faculty and staff of UIT and my guide Mr. PRASHANT SHUKLA, without which this project would be not a successful one. Last but not the least I would like to appreciate my parents who have always motivated me directly and indirectly to do my work with utmost Dedication.      

                                                                                                                  Thanks                

 Date:                                                                                                                                  

SHIVAM TIWARI

DECLARATION

I, here by declare that the Project work entitled “ CUSTOMER RELATIONSHIP

MANAGEMENT” is an authentic record of my own carried out at BIG BAZAAR,

ALLAHABAD as requirement of SEVEN weeks Project for the award of Degree

of “MANAGEMENT OF BUSINESS ADMININSTRATION” IN marketing from

UIT under the guidance of Mr. prashant shukla during 15th June to 31st july, 2012.

                                                                                     (shivam tiwari)

PREFACE

It is said that practice makes a man perfect.  So, professional study is

incomplete without its practical knowledge.  In the field of business, theory brief of

practice holds no good.  Theory provides the fundamental stone for the guidance of

practice, but practice examines the element of truth lying in the theory.  Therefore, a

stand co-ordination between theory and practice is very essential to make an MBA

perfect.

Every organization whether large or small faces a lot of problems in absence of

adequate knowledge of facts about market.  “Marketing research as a tool of

collection and interpretation of data helps marketing management in getting products

more efficiently in the hands of consumers.”

Project work is essential part for the partial fulfillment of the syllabus of M.B.A. 

(Master of Business Administration) course of united institute of technology naini

allahabad affiliated to Gautam Buddh Technical University Lucknow.  Every

management Participants undergoes training for Eight weeks in business organization.

I have prepared this project report during my summer placement at Big Bazar

Allahabad. 

I have conducted my study under the heading, “Customer Relationship

Management” in Big Bazaar Allahabad.

The whole report divided in to eight chapters, each chapter dealing with different

aspect of study.  The report is written in a very comprehensive manner that enables

the busy executives to have a quick grasp of the contents.

The Fifth & Sixth chapter deals with the conclusions and recommendations,

which will certainly be helpful to the company in understanding its strength and

weaknesses and getting an edge over them.

I have tried my best to do justice and be honest in analyzing the topic but “to

error is human” any weakness and shortcoming is unintentional.  Any comment or

suggestion is welcomed.

(shivam tiwari)

TABLE OF CONTENTS

Introduction…………………………………………………………………………………………… 1

Objective…………………………………………………………………… 3

Industry profile…………………………………………………………… 10

Company profile…………………………………………………………… 27

Trade profile……………………………………………………………….. 55

Research Methodology…………………………………………………….. 62

Data Analysis……………………………………………………………… 70

Interpretation of data……………………………………………………. 72

Findings……………………………………………………………………… 96

Conclusion…………………………………………………………………… 98

Recommendation............................................................................................  99

Suggestion……………………………………………………………………. 100

Limitations of study………………………………………………………………….. 101

Appendices……………………………………………………………… 102

Bibliography………………………………………………………….. 104

ABOUT THE CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Changes in customer expectations can be identified throughout the world. Customer relationship

management (CRM) strategies have become increasingly important worldwide due to these

changes in expectations from customers as well as changes in the nature of markets. Changes

have been noted across the world, but opportunities present themselves in South Africa and other

developing countries for CRM strategies. Customer Relationship Management (CRM) is a

managerial philosophy that seeks to build long term relationships with customers. CRM can be

defined as “the development and maintenance of mutually beneficial long-term relationships

with strategically significant customers”. Under certain circumstances it may result in the

termination of relationships It can also be noted that the relationship is developed with

strategically significant customers, and hence it is necessary for the organisation to determine the

nature of the significance. Traditionally this would be done by determining the value of the

customer to the organisation, but other criteria that can be used include whether a customer

serves as a benchmark for other customers or whether the customer inspires change in the

supplier. The implementation of CRM is regarded as desirable by organizations due to the

benefits that accrue from these strategies among their customers, such as greater loyalty and

resulting profits. The focus of a CRM strategy is the acquisition, retention and overall customer

profitability of the specific group of customers.

• Acquisition of customers:

this refers to the need of organization to find new customers for their products. This means they

are required to develop strategies to attract potential customers to purchase the product. The cost

of attracting a new customer is estimated to be five times the cost of keeping a current customer

happy

• Retention of customers:

organization also need to focus on existing customers in order to ensure that they continue

purchasing and continue supporting the product. Organisations can increase their profitability by

between 20% and 125% if they boost their customer retention rate by 5%.

• Profitability:

Customer profitability reflects the financial performance of customers with respect to all the

costs associated with a transaction Profitability in the case of CRM is determined in the light of

the lifetime value of the customer to the organisation, taking account the income andexpenses

associated with each customer and their respective transactions over time. In attempting to

understand the implementation of CRM programmers, it must be borne in mind that economies

differ in terms of their level of development. Two economic criteria can be used in this economic

analysis; population size and per capita income have been incorporated into the calculation of per

capita GNP and per capital GDP This analysis makes it possible to categories economies as

being developed, developing and less-developed. Developed economies are characterized by

political stability, highly educated and literate populations, high levels of innovation and

entrepreneurship as well as high levels of both industrial and information technology. Less-

developed economies (such as Bulgaria, Bangladesh and Ethiopia) have political instability

(sometimes political anarchy), government inefficiency, low standards of living and low levels of

economic wealth. An emerging market (or developing economy) is defined as markets that are in

the process of evolving to becoming developed (i.e. higher income) It is into this category that

South Africa can be placed.

Developing economies have the following characteristics:

• Improving educational standards, literacy and work skills levels

• Relatively efficient technology systems

• Relative political stability and a movement towards market-based economies

• Rapidly expanding financial services.

The characteristics of developing economies as listed above form part of the imperatives for the

implementation of CRM. CRM includes the use of technology in the building of databases and

the use thereofto develop and improve the relationship with the various markets, including the

final consumer. In order to exploit this technology, skills among staff are required. Organisations

within developing markets havecustomer information in databases, though many do not have the

advanced technology or skills to exploit the information that is stored. This indicates that CRM

can be used within developing markets, though organisations will still be required to manage its

implementation with care. The answer to this question has to be no. The reason for this is that not

all organisations have customer information, which makes the implementation of CRM

impossible. Examples of these products include mass products. Further, businesses where there

is a high customer churn (where customers remove their patronage) or where there is a low

Customer Lifetime Value (CLV) which impacts on the profitability of the organisation are not

suitable to the implementation of CRM. These are true, irrespective of the nature of the

economic development within markets. It can thus be said that CRM is appropriate for certain

organisations in emerging markets. Organisations that can implement CRM successfully are

those that have a great deal of information concerning the customer and where there are

differentiated needs among the customers. Financial services meet the criteria for the

implementation of CRM as indicated by Kotler. Financial institutions have a great deal of

information concerning their customers and their needs differ. This means that banks offer

different products to different customers. Some customers require a mortgage bond in addition to

their current account and credit card, while for other customers, vehicle financing is more

important. The financial circumstances of customers differ, resulting in different packages being

offered to customers. It isalso possible for financial institutions to tailor their packages thereby

making them customer specific.

OBJECTIVE OF STUDY

Understand customer needs better

Maintain long term customer relationship

To retain profitable customer.

To create competitive advantage

SIGNIFICANCE OF STUDY

Customer Relationship management is the strongest and the most efficient approach in

maintaining and creating relationships with customers. Customer relationship management is not

only pure business but also ideate strong personal bonding within people. Development of this

type of bonding drives the business to new levels of success.

A CRM system consists of a historical view and analysis of all the acquired or to be

acquired customers. This helps in reduced searching and correlating customers and to

foresee customer needs effectively and increase business.

CRM contains each and every bit of details of a customer, hence it is very easy for track a

customer accordingly and can be used to determine which customer can be profitable and

which not.

In CRM system, customers are grouped according to different aspects according to the

type of business they do or according to physical location and are allocated to different

customer managers often called as account managers. This helps in focusing and

concentrating on each and every customer separately.

The strongest aspect of Customer Relationship Management is that it is very cost-

effective. The advantage of decently implemented CRM system is that there is very less

need of paper and manual work which requires lesser staff to manage and lesser resources

to deal with. The technologies used in implementing a CRM system are also very cheap

and smooth as compared to the traditional way of business.

Efficiently dealing with all the customers and providing them what they actually need

increases the customer satisfaction. This increases the chance of getting more business

which ultimately enhances turnover and profit.

If the customer is satisfied they will always be loyal to you and will remain in business

forever resulting in increasing customer base and ultimately enhancing net growth of

business.

 Future group

Future group is one of the country’s leading business groups present in retail, asset management,

consumer finance, insurance, retail media, retail spaces and logistics. The group’s flagship

company, pantaloon Retail (India) Limited operates over 7 million square feet of retail space, has

over 1000  stores of its leading retail formats include, Pantaloon, Big Bazaar, Central, Food

Bazaar, Home Town, Ozone, Depot, future Money and online retail format, futurebazaar.com.

Future group includes, Future Capital Holding, Future Generally India Indus league clothing and

Galaxy Entertainment that manages sports Bar, Brew Bar and Bowling Co. Future Capital

Holding, the group ‘s financial arm, focuses on asset management and consumer credit. It

manages assets worth over $1 billion that are being invested in developing retail real estate and

consumer-related brands and hotels.

The group’s joint venture partners include Italian insurance major, generally. French retailer

ETAM group. Us-based stationery products retailers, staples Inc. and UK-based Lee Cooper and

India-based Talwalkar’s, Blue Foods and Liberty Shoes.

Future Group’s vision is to, “deliver Everything, Everywhere, Every time to every Indian

consumer in the most profitable manner.” The group considers” as a core value and its corporate

credo is- Rewrite rules, Retain values.

Different Formats of Future Group

 Format -1

Pantaloon Retail (India) Limited, is India's leading retail company with presence across multiple

lines of businesses. The company owns and manages multiple retail formats that cater to a wide

cross-section of the Indian society and is able to capture almost the entire consumption basket of

the Indian consumer. Headquartered in Mumbai (Bombay), the company operates through 5

million square feet of retail space, has over 331 stores across 40 cities in India and employs over

17,000 people. The company registered a turnover of Rs. 2,019 crore for FY 2005-06.

Pantaloon Retail forayed into modern retail in 1997 with the launching of fashion retail chain,

Pantaloons in Kolkata. In 2001, it launched Big Bazaar, a hypermarket chain that combines the

look and feel of Indian bazaars, with aspects of modern retail, like choice, convenience and

hygiene. Food Bazaar, food and grocery chain and launch Central, a first of its kind seamless

mall located in the heart of major Indian cities, followed this. Some of its other formats include,

Collection i (home improvement products), E-Zone (consumer electronics), Depot (books,

music, gifts and stationary), all (fashion apparel for plus-size individuals), Shoe Factory

(footwear) and Blue Sky (fashion accessories). It has recently launched its etailing

venture, future   bazaar.com

Background: Founded in 1987 as a garment manufacturing company, the company forayed into

modern retail in August 1997 with the launch of its first department store, Pantaloons in Kolkata.

Listing: Pantaloon Retail is a listed company on the Bombay Stock Exchange (BSE, Scrip Code:

523574) and National Stock Exchange (NSE, Symbol: PANTALOONR).

 Format-2

CENTRAL

Central, the showcase seamless mall concept is one of the more popular offerings in the lifestyle

segment that celebrates shopping in India. During the year, Central capitalized on its positioning

of being a destination where citizens can just come and unwind, whether it’s for shopping for a

wide range of national and international brands, enjoying their favorite cuisine at the multiple

specialty restaurants and food courts or watching the latest movie releases at the in-house

multiplexes.

The most reputed brands are showcased in Central. It is also emerging as the destination of first

choice for new fashion brands in India. Central assures better visibility, instant recognition, good

quality and commercially viable space on the basis of the optimum space utilization concept,

taking the brand closer to the consumer. With brands within Central competing against the best

brands in the country, it also allows benchmarking for these brands.

The coming year will also witness many new concepts being introduced at allCentral malls.

Some of these concepts include communications (MPort and Gen M), electronics (E-Zone),

furniture and accents (Collection I), fitness equipments and wellness zones, books, music, gifts

& stationery (Depot) and fine dining restaurants etc. Some of the new alliances that the group

has entered into, like Etam, Lee Cooper and Gini&Jony will also share space within all Central

malls.  

 Format-3

 PLANET RETAIL  

A young and emerging India is also eager to experience international brands. We sensed this

opportunity some time back and have built a strong portfolio of international brands through our

strategic partnership with Planet Retail Holdings Pvt. Ltd. The alliance with Planet Retail

provides access to international fashion retail chains like Marks & Spencer, with 9 stores at

present; Guess the US brand that has 12 retail stores currently, and the Spanish brand Women’s

Secret which is retailed through 2 outlets. Planet Retail also has a multi-brand international

sportswear format under the brand ‘Planet Sports’. The company is the sole licensee for

sportswear brands such asConverse, Spalding and the Athlete’s Foot the venture has also

launched other formats like Sports Warehouse, Accessorize, Monsoon,

Next, and Debenhams.   

  Format-4

1.  Depot

This largely untapped unorganized market for books and music with very few players, throws up

an enormous opportunity; something that prompted Pantaloon to make its foray through its own

format, Depot in 2005-06. Located as stand-alone stores and within most Pantaloons, Central

and Big Bazaar retail formats, Depot’s vision is to be a one-stop shop where customers will find

an extensive range of books, multimedia, toys, gifts and stationery, thereby transforming the way

books, music, multimedia and gifts are bought, sold and perceived in India. This would be made

possible by the creation of a portfolio of exclusive titles, an Indian experience while shopping

and connecting with the mind and soul through different languages, ideas and tunes.

2. Books, Music and Gifts

Reading as a habit is ingrained into the Indian psyche from time immemorial. However, it is

being increasingly associated with a select few. The company believes that existing formats in

the segment offer an intimidating environment that alienates the masses. The company has

therefore taken this initiative of launching a chain of books, music and gifts stores that will once

again democratize the reading habit in the country. The company believes that with 1.2 billion

people, the habit of reading canbecome a strong business proposition. Depot seeks

toworkwithcommunities in and around the area where it is located and hopes to attract the entire

family to spend quality time together. It is focusing on the introduction of old classics and books

in regional languages with an objective to make these affordable to a mass audience.  

Format-5

 Fashion Station

Fashion Station, which represents the company’s offering of the latest in fashion for the masses,

has met with reasonable success since its launch in 2004-05. These thematic stores that offer the

most contemporary in fashion and accessories, is another of the value added propositions that

Pantaloon seeks to offer. The aspirational mass of consumers who are bombarded with the latest

in style through media penetration, hedonism and peer emulation, need an outlet that meets their

requirements of trendy, latest and yet affordable fashion. Fashion Station is positioned to meet

their requirements, and thereby take fashion to the masses.    

Format-6

Home Improvement

Some of the key factors contributing to growth in the housing sector in India are increasing

purchasing power increasing number of nuclear families, softer interest rates, easy availability of

finance schemes and an overall real estate boom across the country. There is a shortage of more

than 33 million dwelling units. With the average age of a homebuyer reducing from 50 to sub-30,

4 million new homes are being bought annually. With every house, a dream is planted to

decorate the house. And this creates a demand for furniture, electronics and home improvement

products. Modern retail is ideally placed to capture a significant chunk of consumer spend made

by a new homebuyer. The market for home décor and improvement is largely unorganized and

hence a new homeowner has to literally visit several markets and stores for meeting his home

needs. This was the opportunity that Pantaloon perceived and the reason why it entered the Rs.

90,000 crore home solutions market in 2004-05. With its presence in the modern retail and

consumer space, this new concept was an opportunity for the company to leverage its experience

and offer the consumer an alternative solution to canalize his consumption needs.

 In the Rs.25000 crore consumer durable industry, which is growing at nearly 6 per cent every

year, E-Zone has already emerged as a force to reckon with. This lifestyle retail format offers a

never experienced before environment for shopping for the best in national and international

consumer electronic and durables brands. It retails products ranging from music systems to

laptops, from the latest plasma television sets to DVD players, from washing machines to air-

conditioners to name a few. Typically in excess of 12,000 square feet in size, E-Zones are

primarily stand-alone concepts, but are also present within the company’s Central malls.

 Format-7

COMMUNICATION  

With over 2 billion phone users worldwide, mobility has now become an intrinsic part of our

personal and working lives. Mobile operators, cell phone manufacturers, content publishers,

wireless application service providers and many other key players in the mobile industry are all

working to carve out the best position in the value chain, to find the right place from where they

can best serve both their own and their customers’ needs. En route towards 3 billion phones

worldwide, a major shift would occur in consumer interest from carriage to content and from a

verbal to a growing visual world. With more mobile cameras sold in 2005 than digital cameras,

with more music/video players in mobiles than iPods, with more messaging reach than PCs,

convergence with the online world is now very much a reality. In India, the story is no different.

With over 150 million mobile subscribers expected by 2008, there exists a huge potential for all

players in the mobility space. Most of the mobile phones in India are sold through ‘mom and pop

‘stores, and there is a huge grey market that exists.  

MBazaar

Pantaloon realized this largely untapped opportunity and intended to be a dominant modern retail

player in the mobile space. This is what prompted the company to set up a new

division ConvergeM in 2005-06 to identify, develop and bring to the market, mobile products

and solutions tailor-made to suit the consumers requirements at competitive prices. ConvergeM

adopts a unique approach of establishing, multi-brand, multi-category, multi-format and

comprehensive solution outlets to lead and exponentially expand the market. As in most other

formats, ConvergeM too operates in the lifestyle and value platforms. Its value

offering, MBazaar is a format that addresses the value seeker’s quest for possessing latest

technologies at lowest prices. Primarily aimed at the replacement market, a typical

MBazaar is located within most Big Bazaar stores as well as stand-alone options. This 250-500

square feet offering retails both GSM and CDMA and landline phones, while providing options

of M Pods, downloads to name a few. The mission for Converge M is to emerge as the largest

organized retailer in the mobile space, while leading innovation in mobile applications and being

the most favored destination for all communication needs.    

Format-8

Restaurant, Leisure & Entertainment

Increasing urbanization and rising disposable incomes are characteristics that are common in

emerging economies like India. Estimates suggest a growth in urban consumption at potentially

20% per annum in nominal terms for at least the next 5-7 year period.

The total number of middle to high income households is projected to reach 105 million by 2010,

thereby adding a large number of people to the consuming class. These demographic numbers

represent a young nation, which has an increased propensity to spend in restaurants and other

food service sectors, fuelling growth in the Leisure, Restaurants and Entertainment industries.

The company is using the collaborative approach to strengthen its position in the leisure and

entertainment space. This has helped the company build a complete bouquet of brands that span

from food courts to fine dining. As the shift from high street to malls continues, the restaurant

business is expected to increase significantly. For Indians, shopping comes hand in hand with

eating and celebrating and these formats are being developed keeping this in mind. F123 is

designed as a entertainment zone that can be present in every mall and this business is expectedto

gain traction in the coming year. 

F123, the entertainment zone offering is a leisure solution for all age groups. The focus would be

to offer a wide range of gaming options from bowling and pool, interactive video games to

bumper cars. The entire concept is built around international thinking and gaming knowledge,

with Indian pricing. For the year ending 2005-06, there were three F123’s operational, with the

first one opening in November 2005.

 Format-9

Star and Sitara

1. Delivery Formats Star &Sitara

In the beauty space, the company’s offering, Star &Sitara aims at pampering the beauty

conscious consumer by offering the latest beauty products, ranging from cosmetics, skin and hair

care, aromatherapy and fragrances. Star &Sitara is set to be part of most Big Bazaar and every

Beauty and Health Mall, which the company is in the process of setting up. There were 6 Star

&Sitara operational as on June 2006. 

2. Star &Sitara Beauty Salon

Star &Sitara, the beauty services offering, doubles as a unique parlor and salon for men and

women. Customers will be treated to the best quality hair and skin services at unbelievable

prices. One such store was operational as on the 30th June 2006.

3. Beauty & Health Mall

Pantaloon, will be the first retailer in India to offer health, beauty and wellness products and

services. This will be led through its Beauty & Health Mall format. Typically, of around 25,000

square feet each, these centers will include pharmacies and beauty product zones and a host of

other offerings such as health cafes, gymnasium, healthcare services, retailing fitness

equipments, yoga centers and books on health and fitness etc. The company plans to open at least

three Health & Beauty Malls during the year 2006-07 in Bangalore, Ahmadabad and Mumbai.   

Format-10

E-TAILING

The emergence of a mass base of net savvy Indians is realty today. Access to Internet is no

longer limited to a small segment of young, male urban people. Cutting across age groups,

gender, geography and socio-economic backgrounds, Indians are taking to the net like fish to

water. It is estimated that there are at least 25 million Indians who access the Internet on a

regular basis. Falling prices of personal computers and laptops coupled with increasing

penetration of internet, and broadband services is driving more and more Indians to the Internet.

In fact, Indians are no longer limiting their Internet usage to email and chatting. Online shopping

has finally come of age. As the leading retailer in India, Pantaloon could ill afford to overlook

this emerging segment. There is a sufficiently large segment of online shoppers whose

consumption spends needs to be captured. It’s with this belief that the company started exploring

this area. Pantaloon perceives its online business as yet another delivery format that can

potentially reach out to 25 million customers. Future Bazaar, has modeled itself on a unique

complete retailer platform. Etailing requires extensive sourcing capabilities, warehousing

capacity, buying trends understanding & most importantly a robust & efficient logistic backend.

Future Bazaar leverages the offline brand equity and brick & mortar presence of the group via

multi channel integration to benefit on economy of scales, economy of scope in promotion

&distribution and utilizing the offline learning into online & vice-versa to grow at a faster pace.

As a new delivery format, Future Bazaar can benefit from the learning’s and expertise gathered

in existing formats as well as boost sales at these formats through the online sale of gift vouchers

 Format-11

Liberty Shoes

With fashion being the focus of the company, the intent is to provide a complete wardrobe

experience to the consumer that includes not just apparel but fashion accessories also.

Accessories speak a lot about the personality of the individual and are a reflection of the attitude

of the wearer. Footwear is one such category in the fashion sphere that truly embodies the

phrase-best foot forward.

Footwear as a category has been present in most of the company’s Big Bazaar; Fashion Station,

Pantaloons and Central retail formats. During the year under review, Pantaloon explored the

opportunity to get into branded footwear, by partnering with the well-established footwear

company Liberty Shoes. The joint venture named Foot Mart Retail (India) Limited would

launch branded footwear retail chains in the country under the ‘Shoe Factory’ brand. These

stores would be located within most retail spaces that Pantaloon would be present in, and as

stand alone stores across the country. Shoe Factory stores would be a destination for men,

women and children of all ages, who can choose from a wide variety of quality footwear at

various price points, suiting their budgets. The venture launched its first store in Ahmedabad on

5th May 2006. Spread over nearly 13,000 square feet, this value format houses a wide range of

the latest and trendiest footwear and accessories for all occasions, at unbeatable prices. 

Format-12

GINI&JONY    

 The company recognizes that the organized kids wear category has shown signs of sizeable

growth over the past couple of years. In order to expand and consolidate its presence in this

category, the company entered into a joint venture with the country’s leading kids wear retailer,

Gini&Jony Apparels Pvt. Ltd. This equal joint venture named GJ Future Fashions Limited,

apart from gaining additional visibility within all existing and upcoming Pantaloons stores and

Central malls will set up a chain of exclusive kids wear stores throughout the country, addressing

fashion needs of children in all age groups, from 5 to 15 years. This initiative witnessed the

opening of two stand-alone stores during the year 2005-06 in Indore and Ahmedabad.   

 Format-13

BIG BAZAAR

Issesastaauracchakahinnahi! 

Big Bazaar has clearly emerged as the favorite shopping destination for millions of its

consumers, across the country, it’s success is a true testament to the emotional bonding it has

established with the Indian consumer, on account of its value offerings, aspirational appeal and

service levels.Shop till you drop! Big Bazaar has democratized shopping in India and is so much

more than a hypermarket. Here, you will find over 170,000 products under one roof that cater to

every need of a family, making Big Bazaar India’s favorite shopping destination.

At Big Bazaar, you will get the best products at the best prices from apparel to general

merchandise like plastics, home furnishings, utensils, crockery, cutlery, sports goods, car

accessories, books and music, computer accessories and many, many more. Big Bazaar is the

destination where you get products available at prices lower than the MRP, setting a new level of

standard in price, convenience and quality.

If you are a fashion conscious buyer who wants great clothes at great prices, Big Bazaar is the

place to be. Leveraging on the company’s inherent strength of fashion, Big Bazaar has created a

strong value-for-money proposition for its customers. This highlights the uniqueness of Big

Bazaar as compared to traditional hypermarkets, which principally revolve around food,

groceries and general merchandise.Boasting of an impressive array of private labels, Big Bazaar

is continually striving to provide customers with a ‘complete’ look. So be it men’s wear,

women’s wear, kids wear, sportswear or party wear, Big Bazaar fashions has it all!   

 Format-14

Food Bazaar

Across India, food habits vary according to community, customs and geography. Food Bazaar,

through its multiple outlets addresses this. At the same time it offers best quality products at

wholesale prices to a wide cross section of the India population. Food Bazaar effectively blends

the look, touch and feels of the Indian bazaar with the choice, convenience and hygiene that

modern retail provides. The food and grocery division of the company was launched in 2002-03

and has grown to 47 stores nationwide at the end of the current financial year. Most stores are

located within Big Bazaar, Central and Pantaloons and act as strong footfall generators. There

are separate stand-alone Food Bazaars as well. The business contributed just fewer than 50 per

cent of value retailing, and about 20 per cent to the company’s turnover during 2005-06. Food

Bazaar offers a variety of daily consumption items, which include staples, soaps and detergents,

oils, cereals and biscuits. On the product category side, the primary segregation is done on the

basis of staples, fresh produce, branded foods and home and personal care products. 

COMPANY PROFILE

Future Group understands the soul of Indian consumers. As one of India’s retail pioneers with

multiple retail formats, we connect a diverse and passionate community of Indian buyers, sellers

and businesses. The collective impact on business is staggering: Around 220 million customers

walk into our stores each year and choose products and services supplied by over 30,000 small,

medium and large entrepreneurs and manufacturers from across India. And this number is set to

grow.

Future Group employs 35,000 people directly from every section of our society. We source our

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

empowering local communities and fostering mutual growth.

We believe in the ‘Indian dream’ and have aligned our business practices to our larger objective

of being a premier catalyst in India’s consumption-led growth story. Working towards this end,

we 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 our ethos

even as we rapidly expand our footprints deeper into India.

OUR MISSION:

1. We share the vision and belief that our customers and stakeholders shall be served only by

creating and executing future scenarios in the consumption space leading to economic

development.

2. We will be the trendsetters in evolving delivery formats, creating retail realty, making

consumption affordable for all customer segments – for classes and for masses.

3. We shall infuse Indian brands with confidence and renewed ambition.

4. We shall be efficient, cost- conscious and committed to quality in whatever we do.

5. We shall ensure that our positive attitude, sincerity, humility and united determination shall be

the driving force to make us successful.

OUR VALUE:

Indianans: Confidence in ourselves.

Leadership: To be a leader, both in thought and business.

Respect & Humility: To respect every individual and be humble in our conduct.

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 action.

Adaptability: To be flexible and adaptable, to meet challenges.

Flow: To respect and understand the universal laws of nature.

Executive Committee Board

 Kishore Biyani(Founder and Group CEO, Future Group)

Considered a pioneer of modern retail in India, Kishore’s leadership has led the group’s

transformation into India’s leading player in the consumption sector. Regularly ranked among

India’s most admired CEOs, he is the author of the book ‘It Happened in India’. He has won

multiple awards from government bodies and the private sector in India and abroad and is on the

board of a number of bodies, including the National Innovation Foundation in India and New

York Fashion Board.

AnshumanSingh(Managing Director & CEO, Future Supply Chain Solutions Ltd.)

In a career spanning over 18 years, Anshuman has worked in all aspects of the value chain across

several industry segments such as Discrete Manufacturing, Durables, Textiles, Retail and Supply

Chain with companies like Grasim, H&R Johnson, Bombay Dyeing, and Welspun Retail. He is

responsible for starting the first Home Furnishings Speciality Retail Chain in the country in his

last assignment as the Director and CEO of Welspun Retail Ltd. before rejoining Future Group

where he created Future Supply Chains Ltd. Anshuman is a Mechanical Engineer and an MBA.

B. Anand( Director Finance, Future Group)

A Chartered Accountant by training, Anand has nearly 20 years of experience in corporate

finance and banking across diversified business groups. Before joining Future Group, he was

President-Corporate Finance, Vedanta Resources Group. He has been associated with Motorola

India, Credit Lyonnais, HSBC, IL & FS and Citibank.

Damodar Mall (Director, Integrated Food Strategy, Future Group)

An alumnus of IIT Mumbai and IIM Bangalore, Damodar has over two decades of experience in

the FMCG and food industry. He was a co-founder of D’Mart, a supermarket chain in Western

India, and was associated with Uniliver in India.

Kailash Bhatia (Director & CEO, Pantaloon Retail)

Co-founder of the ColorPlus brand, Kailash has over three decades of valuable experience in the

fashion business and is considered to be a stalwart in the Indian fashion industry. Before joining

Pantaloon Retail, he was associated with Weekender, Arvind Mills and Mafatlal Industries,

among other companies.

K. K. Rathi (CEO, Future Ventures India Ltd.)

A qualified Chartered Accountant and Company Secretary with approximately 24 years of

professional experience in corporate finance, strategic business planning and investment

advisory, Mr. Rathi has worked in organizations such as KEC International, H&R Johnson and

MotilalOswal Private Equity Advisors. He has previously worked as Group CFO with Pantaloon

Retail.

Sanjay Jog (Chief People Officer, Future Group)

Sanjay has over two decade of experience in working with a wide range of companies in the

services sector in India and abroad. A post-graduate from Pune University, he joined Future

Group in July 2005. Before this he worked with companies like DHL Limited, Indian Hotels

Group, Bharti Enterprises and RPG Enterprises.

Santosh Desai (Managing Director & CEO, Future Brands India Ltd.)

An alumnus of IIM Ahmedabad, Santosh has over two decades of experience in advertising. He

was President of McCann-Erickson, India prior to his association with Future Group. A highly

respected figure in the advertising and marketing community in India, Santosh is a columnist

with the Times of India and several other publications and has addressed the global management

boards of several multinationals, including Hershey’s, Microsoft, Philips, Unilever, Coke etc. He

is also the author of the book ‘Mother Pious Lady –  Making Sense of Everyday India’.

SumitDabriwala (Managing Director, Agre Developers Ltd.)

An entrepreneur in his own right and an urban developer, Sumit has 21 years of corporate

experience with significant exposure to the real estate sector. Before joining Future Group, he

was on the Board of Directors of Calcutta Metropolitan Group and Riverbank Holdings.He has

served as a Member of Infrastructure Council in CII, Infrastructure Sub-Committee Chairman,

Regional Council Member and Core Group Retail Chairman in CII (Eastern Region), and as an

Infrastructure Committee Member, Executive Committee Member, and Chairman of Young

Leaders Forum in the Indian Chamber of Commerce.

Ushir Bhatt (Group CIO, CEO, Future Knowledge Services)

Ushir has over 25 years experience in Information Technology across Europe and India in

multiple industries, including construction (Taylor Woodrow), wines and spirits (Allied Domeq),

telecommunications (British Telecom), Retail (Tesco, Kingfisher) and various Internet B2B

companies.

Vibha Rishi (Group Strategy and Consumer Director, Future Group)

Vibha started her career with Tata Administrative Services and later joined the start-up team of

PepsiCo when the company set up shop in India. After having led several advertising campaigns

for the PepsiCo in India, she moved to the global headquarters as marketing leader for all non-

cola brands. She joined Future Group in March 2010 and leads the marketing, communications

and customer strategy across group companies.

V. Vaidyanathan (Vice Chairman and MD of Future Capital Holdings Ltd.)

An alumnus of Birla Institute of Tec

Founders' Board:

Anil Biyani  (Director, Future Group )

RakeshBiyani (Director, Future Group) 

Sunil Biyani (Director, Future Group) 

Vijay Biyani (Director, Future Group) 

STRATEGY OF COMPANY:

Our multi-format retail strategy captures almost the entire consumption basket of Indian

customers. As modern retail drives new demand, efficiency and consumption in new categories,

our strategy is based on our deep understanding of Indian consumers. We understand the varied

buying behaviour of the Indian consumer across regional ethnicities and are constantly

innovating to craft strategies that address the subtle differences.

We believe that modern Indian retail rests on the strength of two pillars – scale and efficiencies.

As front-runners in both areas, we firmly believe our core responsibility lies in providing

protection to customers from the overall rate of inflation. While the scale and size of our

operations helps us improve efficiencies, it also ensures we deliver greater value to our

customers.

Our retail thrust is focussed on four principal verticals of Food, Fashion, General Merchandise

and Home. These four categories together account for nearly 65% of the consumption in the

country and represent mass consumer aspirations. Acknowledging this, we are creating retail

pure play through divestment and demerger of non-retail businesses to concentrate our efforts on

these verticals.

India’s retail boom is being driven by resurgence in the economy. Modern retail still has around

6% share of the total retail spend in the country, that is estimated at around US $ 400 billion.

Thus, the potential for modern retail growth in India is huge. Currently, leading retailers in

mature markets occupy the top three slots by turnover, employment and value creation. As the

Indian economy matures, it is upon us to make the same happen in our country.

ORGANIZATION CHART:

                                                    STORE MANAGER

SWOT Analysis

Strength:

Better understanding of customer helping the company to save them better.

Vast range of product under one roof helping in attracting customer and their family to

shop together and enjoy the experience.

Benefit of early entry into the retail industry.

Diversified business operating all over India in various retail formats.

Ability to get product from customer at discounted price due to the scale of  business.

Weaknesses

High cost of operation due to large cost.

Very thin margin.

Opportunity

Lot of potential in the rural Market.

Can enter into production of various product due to its in depth understanding of

customer test and preferences.

Can expend the business in smaller city as there is the lot of opportunity.

Threat

High business risk involved.

Lot of competitor coming up to tap the market potential.

Margin of business reduce all time.

AWARD:

Indian Retail Forum Awards 2008

Most Admired Retail Group of the year – Future Group

Most Admired Retail Face of the Year - Kishore Biyani

Most Admired Retailer (Hypermarket) – Big Bazaar

The INDIASTAR Award 2008

Food Bazaar: Best Packaging InnovationWith this award, Pantaloon Retail (India)

Limited becomes the first Indian Retailer to win the prestigious INDIASTAR Award.

Retail Asia Pacific 500 Top Awards 2008

Gold Winner - Top Retailer 2008 Asia Pacific

Coca-Cola Golden Spoon Awards 2008

Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani.

Most Admired Food & Grocery Retailer of the Year – Supermarkets: Food Bazaar.

Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big Bazaar.

Most Admired Retailer of the Year - Dynamic Growth in Network Expansion across

Food, Beverages & Grocery: Future Group.

Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big Bazaar.

The Reid & Taylor Awards for Retail Excellence 2008

Retail Leadership Award: Kishore Biyani

Retail Best Employer of the Year: Future Group

Retailer of The Year: Home Products and Office Improvements: HomeTown

CNBC Awaaz Consumer Awards 2009

Most Preferred Multi Product Chain - Big Bazaar

Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar

Images Fashion Forum 2009

Most Admired Fashion Group Of The Year - Future Group

Most Admired Private Label - Pantaloons, lifestyle format

Critics’ Choice for Pioneering effort in Retail Concept Creation - Central

Images Fashion Awards 2010

Most Admired Large Format National Fashion Retailer of the Year - Central

Titan IFA Most Admired Large Format Retailer of the Year - Central

Coca-Cola Golden Spoon Awards 2010

Most Admired Food & Grocery Retailer of the Year : Large Formats – Big Bazaar

Most Admired Food & Grocery Retailer of the Year : Private Label – Pantaloon Retail

Golden Spoon Awards 2011

- Most Admired Food & Grocery Retailer of the Year : Private Labels – Food Bazaar

MILESTONE:

2006

Future Capital Holdings, the group’s financial arm, is formed to manage over $1.5 billion

in real estate, private equity and retail infrastructure funds.

Home Town, the home building and improvement products retail chain, is launched along

with consumer durables format Ezone and furniture chain Furniture Bazaar.

Future Group enters into joint venture agreements to launch insurance products with

Italian insurance major Generali.

Future Group forms joint ventures with US office stationery retailer Staples.

2007

Future Group crosses the $1 billion turnover mark.

Specialized companies in retail media, logistics, IPR and brand development and retail-

led technology services become operational.

Pantaloon Retail wins the International Retailer of the Year award at US-based National

Retail Federation convention in New York, and Emerging Retailer of the Year award at

the World Retail Congress held in Barcelona.

Online portal Futurebazaar.com becomes India’s most popular shopping portal.

2008

Future Capital Holdings becomes the second group company to make a successful Initial

Public Offering (IPO) in the Indian capital market.

Big Bazaar crosses the 100-store mark, marking one of the fastest expansions of the

hypermarket format anywhere in the world.

Total operational retail space crosses the 10 million square feet mark.

Future Group acquires rural retail chain Aadhar from the Godrej Group, which has a

presence in 65 rural locations.

2009

Future Group celebrates its first Shopping Festival across all retail formats in key Indian

cities.

Future Innoversity starts its campuses in Ahmedabad, Bangalore and Kolkata to offer

degree programs through a tie-up with IGNOU.

Future Group partners with Hong Kong-based Li & Fung Group to strengthen its supply

chain and logistics network across the country.

2010

Future Group launches its telecom brand T24 in partnership with Tata Teleservices to

provide additional loyalty benefits to its customers.

Future Group launches products in key FMCG categories through Sach, a brand co-

created with Sachin Tendulkar.

Future Group connects over 4000 small and medium Indian manufacturers and

entrepreneurs with consumers.

2011

April 2011 – KB’s Fairprice celebrates opening its 200 stores in India

May 2011 – Future Supply Chains becomes ISO certified

2012

DEPARTMENT

1. RETAIL

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

Indian lifestyles and adapting products and services to their desires.We operate some of India’s

most popular retail formats. Across value and lifestyle segments, our 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, our 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. Future Group offers innovative offerings at

affordable prices tailored to the needs of every Indian household.

Pioneers in the India’s retail space, our formats are household names in more than 85

cities and 60 rural locations across the country

Our stores cover around 15 million square feet of retail space and attract around 220

million customers each year

Pantaloon 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

Bazaarand KB’s Fairprice formats

LIFE STYLE

In the lifestyle segment, Future group operates Pantaloons, a fashion retail chain and Central, a

chain of seamless destination malls among others.

VALUES

In the value segment, Future Group’s popular brand Big Bazaar is a hypermarket chain that

combines the look, touch and feel of Indian bazaars with the choice and convenience of modern

retail.

HOME

Launched in 2006, Future Group’s home retail business is among the fastest growing retail

formats.Future Group provides products and services related to home building and home

improvement through Home Town, a large-format home solutions store, along with specialized

formats for home furniture and furnishing through Collection i and Furniture Bazaar

DIGITAL

FutureBazaar.com has seized the e-commerce opportunity as well as other technology-based and

digital means of consumption. An integrated shopping portal, it has enabled consumers to shop

online for home delivery of products from our flagship stores eZone, Pantaloons and Big Bazaar.

Operating in the space of Digital commerce spanning the Internet, phone, store kiosks and other

sales channels, FutureBazaar.com offers a large variety of categories and home delivers products

to more than 16,000 Pin Code addresses in 1,500 cities and towns across India.

FINANCE

Future Group has broadened its finance services portfolio to strengthen its position in the highly

competitive consumer market through user-friendly and dynamic services based on Indian

consumer needs. Our group companies provide consumer finance and insurance to customers

besides offering corporate loans and equity investments to companies engaged in consumer

businesses.

The key aspect of our business model is to provide a unique personalized customer experience to

expand and capture a greater share in the highly competitive finance market and help people

realize the Indian dream.

Financing Dreams:

Future Group’s financial arm - Future Capital Holdings Limited (FCH) is a provider of financial

services across consumer and wholesale businesses, with aspirations to grow into a significant

financial conglomerate.

Conceptualized around a unique positioning of a financial services business, integrated with a

retail chain, Future Capital is establishing financial superstores within the Retail stores of Future

Group such as Big Bazaar, E-zone and Home Town to create India’s first ‘consumer-

centric’ retailer of financial products and services.

Securing Lives:

Future Group’s foray into life and non-life insurance services and products is led through Future

Generali India Life Insurance Company and Future Generali India Insurance Company,

respectively.

These ventures are in partnership with Italy’s Generali Group that is amongst the three largest

insurance companies in Europe and is ranked amongst the Top 50 on the Fortune 500 list.

Enabling Entrepreneurship

Future Ventures promotes and participates in innovative and emerging business ventures in

India. We aim to empower entrepreneurship by focusing on consumption-led sectors in the

country such as Fashion, FMCG, Food Processing, Home Products, Rural Distribution and

Vocational Education.

We also participate in businesses where we can exercise control and add value as an active

shareholder by utilizing the experience and knowledge of Future Group.

SERVICES

1. Logistics and Supply Chain

At Future Group we believe the viability of a retail operation hinges as much on achieving

efficient logistics and supply chain as it does on attaining success at the front end.

A seamless logistics function to move our products from the manufacturer to our store shelves is

at the heart of our retail operations. Our robust presence in logistics and supply chain helps us

move millions of products to customers each day of the year across India in the most efficient

and cost-effective manner

2.  FUTURE SUPLY CHAIN

Future Supply Chains, a specialized subsidiary, offers a strategic, focused and consolidated

approach to meet the group’s large supply chain requirements as well as those of select suppliers

and business partners.

Future Supply Chains provides integrated end-to-end supply chain management, warehousing

and distribution, multi-modal transportation and container freight stations.

Operates 5 major verticals: Warehousing, Transportation, International Logistics, Brand

Distribution and Reverse Logistics

Current warehouse footprint of over 3.5 million square feet with 67 warehouses across 32

locations.

Dedicated fleet of over 400 vehicles and an outsourced fleet of 400 trucks that move

goods across India in the most efficient and cost-effective manner

Li & Fung, the Hong Kong-based largest retail supply chain company, is an investor and

partner of Future Supply Chains.

Learning and Development

Future Group addresses opportunities in the education, learning and skill development space

through Future Learning’s three unique lines of business which leverage the group’s

understanding of the consumer-centric business.

1. FUTURE LEARNING

In 2008, Future Group established Future Learning whose unique strength lies in its rich

experience in the learning and development domain, especially across the retail industry. Future

Learning’s three focused lines of business are Future Lead, Future Innoversity and Future Sharp.

Media

Future Group’s media venture is aimed at the creation of media properties in the ambience of

consumption and offers active engagement to brands and consumers.

FUTURE MIDIA

Future Media (India) Limited (FMIL) offers relevant engagement through its media properties

within Future Group retail spaces.

Visual spaces in the shopping environment include shopping trolleys, carry-bags, elevator doors,

standees, danglers, trial rooms, counters, in-store signage, product displays and facades.

Amongst print properties, Future Media offers My World, a monthly magazine for Future Group

customers. Future Media has also launched Future TV, the first retailer-owned channel in India

that aims to provide a unique audio-visual experience within an in-store environment.

Brands

Future Group has built an attractive portfolio of some of the fastest growing consumer brands in

India. This activity is led through Future Brands India Limited, a specialized subsidiary company

set up to create and build powerful brands that address the aspirations of the new Indian

consumer.

FUTURE BRAND

Future Brands Limited (FBL) is involved in the business of creating, developing, managing,

acquiring and dealing in consumer-related brands and IPRs (Intellectual Property Rights). 

We retail a wide range of products and brands, some of which have been grown and nurtured by

our group companies.

PARTNERSHIP

Valuing and Nurturing Relationships

At Future Group we strongly believe that our vision of serving every Indian consumer is possible

only if we live our value of “Valuing and Nurturing Relationships” with our partners, vendors

and suppliers. Our partnership program aims to create an environment combining our strengths

with our partners to create immense value for customers and, in turn, foster mutual growth.

Future Group is focussed on building partnerships with the three pillars of Collaboration,

Assistance and Synergy.

We combine our strengths to create a unique value proposition by sharing consumer insights and

product knowledge, joint brand building, value engineering and developing new products. With a

proven track record of developing long-term partnership models on a win-win basis, Future

Group is a partner to some of the most reputed speciality retailers from around the world. 

Generally Group:  Generally, (founded 1831) the third largest insurance company in Italy with

a dominant presence in Europe, South-east Asia and China is our partner in the life-insurance

and general insurance space in India.

Staples Inc: US-based $20bn Staples Inc. is our partner for office stationery retailing. Launched

in Bangalore in 2007 as India’s first office stationery chain, it is now a 24-store network.

TRADE PROFILE

Retailing – is the most active and attractive sector selling goods or services directly to final of

the last decade. While the retailing industry consumers for personal, non business use itself has

been present through history in our country, it is in the recent past it has witnessed so mush

dynamism. Retailing one of the largest sectors in the global economy is going through a

transition phase not only in India but the world over.

The study of any subject is made easier by examining it in an organized fashion. There are three

classes of variables involved in understanding consumer behavior, stimulus, response and

intervening variables. Stimulus variables, such as advertisement, products and hunger pangs exist

in both the individuals’ external and internal environment. These generate sensory inputs to

consumers. Responses variables are the resulting mental and/or physical reactions of individual

who are influenced by stimulus variables. For ex: - purchasing a product or forming attitudes

about it could be viewed as responses variables.

Many of the variables affecting consumer (such as personality, learning, and perceptions of

external situations, motives, and so forth) cannot be directly observed therefore, those who want

to learn about the variables affecting consumer must often make inference to determine the

extent to which a given variable is having an influnce

The study of consumer behavior can also be quite complex, because of the many variables

involved and their throw the variables, tendency to interact with and influence each other.

Models of consumer behavior have been developed as a means of dealing. With this

complexity.Models can help organize out thinking about consumers into a coherent into a

coherent whole by identifying relevant variables, describing their basic characteristics, and

specifying how the variables relate to each other.

Consumer decisions Process:

This process consists of the decision process regarding products and services. The major steps in

this process are shown as problem recognition, information search and evaluation, purchasing

processes, and post purchase behavior. Problem recognition occurs when the consumer is

activated by awareness of sufficient difference her actual affairs and her concept of the ideal

situation. This can occurs through activation of a motive such as hunger, by confronting some

external stimulus such as an advertisement, or by being effected by additional variables such as

social or situational influences.

Internal search – a quick and largely unconscious review of memory for stored information and

experiences regarding the problem. The information is in the form of belief and attitudes that

have influenced the consumer’s preference towards bands. Often such a review results in

recognizing a strong brand preference, and a routine purchase occurs. However if an internal

search does not provide sufficient information about products, or how to evaluate them, the

consumer continues with a more involved external search for information. This result exposure

to numerous informational inputs called stimuli, which can arise from a variety of sources,

including advertisement, printed products reviews, and comments from friends.

Any informational stimuli are subjected to information-processing activities, which the consumer

uses to derive meaning from stimuli. The process Involves allocating attention to available

stimuli deriving meaning form these stimuli and holding this meaning in what is termed in what

is termed short term memory where it  can be retained briefly to allow further processing.

Indian retail market scenario

The financial year 2005-06 saw India ride high on the waves of a booming economy. The BSE

sensex scaled new heights by crossing the 1200 points mark early that year. The GDP growth for

2005-06 was about 8.4 % while foreign reserves had crossed the US$ 165 billion mark. India had

shed its tag of a third world country and is being hailed as one of the most rapidly emerging

markets and a popular investment destination.

Between the affluent and the middle class has reduced dramatically. The Indian middle class is

expected to grow from its current share of 22 % to 32 % of the total population by 2010 over the

last few years retail has become one of the fastest growing   sector in the Indian economy. Retail

in India is currently estimated to be a $230 billion industry of which organized retail 3 % or

roughly $ 7 billion. At keamey has identified India as the leading retail destination in their

annual list of most attractive countries for international retail expansion (Global retail

development index 2006). Organized retail is expected to grow at the rate of 25-30% per annum

and is projected to attain a size of $23 billion by 2010.

The booming services sector in India has fueled the growth of a new class of consumer the single

urban youth whose expenses are typically independent of family compulsion. As observed

globally the steady climb in lifestyle and leisure goods is essentially due to disposable income of

this class of consumers. Over the last one year salaries have increased by approximately 15-20%.

The divide

The government has allowed foreign direct investment in real estate since early 2005. This has

led to increased foreign interest and has encouraged joint ventures between Indian and foreign

developer. Considering the vast potential in the retail business 51% FDI in single brand retailing

has also been allowed recently. This move is anticipated to attract foreign investment technology

global best practices and cater to the demand for high quality branded goods in India.Corollary to

the real estate growth retail boom too has percolated to the tier-2 and tier-3 cities of India of the

total 361 mail projects currently underway in India 227 are in the top 7 cities while the rest 134

are distributed over various tier-2 tier3 cities. These statistics reveal the far reaching effect of

positive macro trends

In changing the consumer preferences and shifting mindsets towards organized retail experience

besides new malls close to 35 hypermarket 325 large department stores and over 10000 new

outlets are also under development. Growth in rural population and increase in agricultural

incomes also offers considerable scope for innovative retail formats.

India’s vast middle class and its virtually untapped retail industry are key attraction for global

retail giants wanting to enter new markets. As India continues to get strongly integrated with

global policies the retail sector is bound to grow manifold in the years to come. The depth of the

Indian market and the variations of the consumer profile portend a bright future for the sustained

growth of the Indian retail sector.

Current scenario

Pune has been experiencing a retail boom since the last 2-3 years in 2005 approximately 1.25

mm. sq. ft of new retail space was added to Pune real estate market. This led the current retail

stock of the city to grow to 3.5 mm.sqft growth in commercial activities and the migrant

population of young white collar workers has been the key driver of real estate boom in the city.

With 23 mall projects in the pipeline the city was expected to have a cumulative retail slot of

approximately 4.5 mn.sqft by end 2006 and infusion of new retail space over  the next two years

the total retail stock in Pune by end 2008 is estimated to be about 8.7 mnsq ft.

The city has been witnessing an interesting trend of movie screens being located in large format

mall developments. Another noticeable trend in the retail format is the advent of specialty mall

or niche malls.

Centre locations

The locations where retail developers have flourished traditionally are the high streets of M .G

Road F C road and J. M.  road in the central part of the city these markets have a unique mix of

local brands along with national and international retailers both are known to generate substantial

revenues along with heavy footfalls.

However the development of malls in the neighboring locations is anticipated to affect the

footfalls of these traditional high streets. A case in point is the presence of magnum mall

(175000 sq. ft.)

In the camp area which has created a pull effect on the consumer stronghold of M. G.

road.nucleus mall (200000 sqft ) in camp which became operational in 2005 had shoppers stop

take up space for its second outlet in the city. Another large scale project Pune central a mall by

pantaloon retail on bund garden road has food bazaar as its anchor tenant and caters to the

domestic needs of the bulk of the resident population of central Pune.

These retail market in the central location of the city currently house approximately 1.78 mn.sq.ft

of retail stock a new mall fun n travel (100000 sqft) has been planned in the bund garden region

while two malls ascent (93654 sqft) And one centre port (1240000 sqft) are coming up on the

university road. These developments are slated to enter the market sometime in 2007.

Suburban and peripheral location

While the retail markets in camp an bund garden road continue to mature retail sector activity is

increasingly shifting to suburban and peripheral locations of Aundh, Hadpsarkarve road

kondhwa and yerwadanote worthy mall development sudev axis (350000) will also be

operational in 2007 this micro market is expected to witness a number of large scale mall

developments amounting to approximately 2.3 mnsqft of new retail space by 2008.

RESEARCH METHODOLOGY

Big Bazaar basically means business and in business collection of raw data allows the managers

to see the real scenario and then take a decision as per the data obtained. There are several

implications in this statement: 

They can examine the available information in the form of data to make a decision

They can even get a clear picture of the scenario or potential of Big Bazaar as compared

to other retail stores in the city.

The information can only be gathered by data collection and then analyzing the available

data.

   Therefore, it can be said that the data collection is an important part of the project.  

The projected objectives were considered and as per the requirement a market survey was done. 

Procedure:    

 The procedure that followed can be enlisted as below: 

Reading about the product

Deciding on the objective to proceed.

Developing Survey instruments

Conducting personal interviews of different age-groups, sex, monthly income and

occupation through a Questionnaire.

 Process adopted :  

1. Gaining knowledge about the product at Big Bazaar:

    Reading about the products was the first step undertaken. This gave not only in depth knowledge about what is been offered by other players but also proved useful while developing the questionnaire.

2. Steps in the Development of the Survey Instruments

          The main instruments required for survey was a well-developed questionnaire. The questionnaire development took place in a series of steps as described below: 

3. Customer Survey:

     The people play an important part as a clear perception of people about the product can be estimated and known. Studying the need levels of the people regarding the products can be observed. It was very useful in knowing about the requirements of the people.   

 Research Design:    

 A two stage Research was conducted:  

 2.  Primary Research:

A Primary Research was conducted:

The questionnaire was prepared for the companies and following areas covered:

competing retail stores

Features offered by different stores

Consumer profile

Satisfaction level

Reasons for their purchase.

Desirable features of the product and service.

 Sampling PlanElements:

The target population of the study included the general population of every age who enters to the

Big Bazaar  

Sample size:  

100 people. (100 people are the respondent people)

SYSTEM OF RESEARCH METHODOLOGY

Instrument Used                              Questionnaire

Technique of Survey                        Personal Interview

Sampling Unit                                    Customer and public

Sampling Extent                             Allahabad, Region

Sampling                         Random

Method Used For ResearchSurvey Method

Data Collection  

The final draft of the questionnaire (see Appendix) was prepared on the basis of the observations

from the pilot study.  These were then finally filled by 100 customer, for the conclusive study.

Types of Primary Data collected:  

Socioeconomic Characteristics:Socioeconomic characteristics are sometimes called “states of

being” in that they represent the type of people. The factors on which we are working are

occupation. Monthly transaction is also an important parameter but it is difficult to verify.

Although the amount of money that business unit earns in a month is an absolute, not a relative

quantity but it is a sensitive topic in our society and it is difficult to determine. 

Attitudes/Opinions:Through the questionnaire we have tried to get hold of customers

preference, inclination and requirement. Attitude is an important notion in the marketing

literature, since it is generally thought that the attitudes are related to the behavior of customer.   

 Motivation:Through the questionnaire we have tried to find the hidden need or want of 

customer and have tried to find if these people can be tapped as the potential customer for Big

Bazaar.

Behavior:Behavior concerns what subjects have done or are doing. Through the questionnaire

we have tried to find out the behavior of the individuals regarding the product and their

responses. If the responses are favorable then the person can be said to be our potential customer.

The primary data serves as an important tool to measure the behavioral trend of the customer. It

helps in answering some of the vital Questions. 

Obtaining the Primary Data:   The data collection was primarily done through communication.

Communication involves questioning respondents to secure the desired information, using a data

collection instrument called questionnaire. The questions were in writing and so were the

responses. 

Versatility:   It is the ability of a technique to collect the information on the many types of

primary data of interest to marketers. It has also been found that some of the people do not

answer truthfully to all the questions especially in the case of the personal details 

Data Analysis

The tools and methods of data collection identified earlier were employed to gather data on the

consumer perception on Big Bazaar. The data accrued, especially from the interviews and

questionnaires circulated, are tabulated and depicted on graphs in the following pages. The data

thus gathered and tabulated is analyzed. The data is then scrutinized and relevant interpretations

are drawn.

The major objectives of analysis of data are: 

1. To evaluate and enhance data quality

2. Examine effects of other relevant factors

3. Customer satisfaction ratio,

4. Level of satisfaction,

5. Causes of dis-satisfaction,

6. Customer responses regarding services. 

The data collection plan, including procedures, instruments, and forms, was designed and pre-

tested to maximize accuracy. All data collection activities were monitored to ensure adherence to

the data collection protocol and to prompt actions to minimizeand resolve missing and

questionable data. Monitoring procedures were instituted at the outset and maintained throughout

the study, since the faster irregularities can bedetected; the greater the likelihood that they can be

resolved in a satisfactory manner and the sooner preventive measures can be instituted.

Q. 1) Age of the respondents.

Age Total

Below 18 30

18-40 45

40-60 15

60 above 10

Total 100

Data: 

The first criteria respondents were asked to indicate was the age

group they belonged to. Respondents were asked to choose

among four age group categories, viz., below 18, 18-40, 40-60, 60 above years. The age groups

were identified as key factors impacting shopping and purchase decisions of consumers.  

Analysis 

From the table, and pie chart depicted above, the distribution of the population under study is

evident. Of the 100 respondents who answered the questionnaire, 45% indicated that their ages

fell in the category 18-40 years 30% indicated below 18, 15% indicated 40-60 year and 10%

indicated 60 above. 

Interpretation: 

By analyzing the responses to this question, I, as a researcher, as well as

companies, can identify the demographics of the population that visit retail outlets. The highest

number of respondents falls in the age group 18-40. It can be deduced that most of the consumers

who visit retail outlets regularly are the youth. They make up almost more than half of the

population who shop at retail stores.

Q. 2) Gender of the respondents: 

Gender Total

Male 65

Female 35

Total 100

Data:  

Consumers were asked to indicate their gender. The object of this question is to understand the

demographics of the population under study. 

Analysis:  

From the table, and chart depicted above, the distribution of the consumers is evident. Of the 100

respondents who answered the questionnaire, 65 were female and 35 were male. It is evident

from the responses and the subsequent tabulation that the number of female respondents was

higher than that of the male respondents in the population under study. Female are the major

buyers at the Big Bazaar. 

Interpretation: 

By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify

the distribution in the number of men and women whovisit the retail outlets and appropriate

decisions can be made keeping these numbers in mind.  

The highest number of respondents were female, as is depicted by the graph and chart presented

above. The number of male respondents was less compared to the female respondents. 

Two decisions can be made from the above data collected:

one, more women visit retail outlets than men.

Two, more women are willing to fill out questionnaires and take a survey than

men.

 Since more women can be inferred to visit retail stores than men, companies can target their offerings and marketing strategies in two areas. Retail outlets can

appeal to the women customers by offering more products geared especially towards women.

They can provide a shopping experience that women are particularly attracted to. 

Another way that retail chains can use the above data is to think new techniques so that they can

appeal to the men rather than the women. Since, fewer men visit

retail stores as against women, the companies have a large base of potential customers. By

providing products that are geared towards men and by providing a shopping experience that

attract men’s they can increase their loyal customers.  

Q.3) How you came to know about Big Bazaar.

Source Total

Electronic media 30

Word of mouth 40

Print media 20

Hoarding 10

Total 100

Data:

Consumers were asked to indicate the source from where they got information about Big Bazaar.

The object of this question is to understand the source of information  of the population under

study.  

 Analysis:

From the table, and chart depicted above, the distribution of the consumers is evident. Of the 100

respondents who answered the questionnaire, 40%  people got information about Big Bazaar

from word of mouth 30% from electronic media ,20% from print media ,10% from Hoardings.

Interpretation:

By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify

the source of the information for the customers from where they got the information about Big

Bazaar.  

Appropriate decisions can be made keeping these numbers in mind.

We should increase the quality of service and which we are providing to customers, so

that we can increase loyal customers so that they can influence more people and our

customer base can be increased.

Secondly we can increase our advertisement on electronic media as  now days customers

are also influenced by adds on TV, and other electronic media. 

Q. 4) How often do you shop?

Frequency Total

Once a week 45

Fortnightly 30

Once a month 25

Total 100 

Data:

Consumers approached were asked about their frequency in visits to shops. The frequency points

furnished were: Once a week, Fortnightly, and Once a month. These frequency points were

identified by observation and interview as the average times that consumers shop.  

Analysis

From the table, and chart depicted above, the frequency of shopping of the respondents is

evident. Of the 100 respondents who answered the questionnaire, 45 indicated that they shopped

once a week, 30 indicated that they shopped Fortnightly 25 who visit shops, malls or retail stores

once a month. 

Interpretation  

 This question is aimed at understanding how frequently consumers visit shops and buy their

products or avail of their services. The frequency points laid before the respondent have been the

result of observation and interview. By analysing the responses to this question, I the researchers,

as well as companies, can identify the number of times a customer is likely to shop in a month’s

time.

The highest responses have been attributed to once a week shopping. It can be deduced that

consumers who shop only once a week, pose very different challenges to retail stores. Such

customers can be presumed to have a high disposable income and may buy more lifestyle or

fashion products. Since they shop so frequently, they must continually be entertained and

attracted to make repeat purchases at stores. When targeting this segment, companies must be

able to get new stock every week, and update their marketing strategies continuously.

As monthly customers can buy the products in bulk so they can shop during (M.B.B) and other

offer seasons but we can give every week big discounts to customers so its more difficult to

increase the customer base of weekly customers. It can be increased if employee handle the

customer well, display of the product, and ambience of the retail  outlet is good .

Q.5) Why do you shop at Big Bazaar?

Factors Total

Offer 17

Price 23

Easy  Availability of Product 35

Quality 25

Data:  

Consumers approached were asked about their factors effecting their purchasing decision.  The

factor points furnished were: Quality, Price, Offer, Availability of product  

Analysis

From the table, and chart depicted above, the factors effecting purchasing decision of consumers

is evident. Of the 100 respondents who answered the questionnaire, 35 answered availability of

product 25 answered quality, 23 answered price 17 answered offers as their main factors

influencing their buying decision. 

Interpretation  

 This question is aimed at understanding what elements attract the consumer the most. The

preference points laid before the respondent have been the result of observation and interview.

By analysing the responses to this question, I the researchers, as well as companies, can identify

the biggest factors that influence the consumers in favouring one store over others.

The highest responses and the highest factor have been attributed to availability of products on

sale, when choosing to shop at a particular store.

Although it is said that the most important things in retail are “Location, location, and location”,

from the consumers’ point of view, proximity is of little concern. The quality, price and variety

of goods play big roles in the decision making process.

Q.6) During which offer you shop most? 

Factors No.

Wednesday Bazaar                  30

Monthly Bachat  Bazaar 50

Weekend offers 20

Total 100

 Data:

Consumers were asked  to answered that during which offer they shop most at  Big Bazaar. The

object of this question is to understand the type of offers which effect  the sales of Big Bazaar. 

Analysis:

From the table,  and chart depicted above, the distribution of the consumers is evident. Of the

100 respondents who answered the questionnaire, 50%  customers  purchase decision are

effected by M.B.B(Monthly Bacaht Bazaar  ) 30% are influenced by Wednesday Bazaar and

only 20% got influenced by weekend offers.

Interpretation:

By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify

the offers which influence the customers most while purchasing at Big Bazaar.  

Appropriate decisions can be made keeping these numbers in mind.

We should increase the no. of offers days as we can give fortnightly offers, and other

additional discounts which are not available outside of Big Bazaar, so that we can

increase loyal customers so that they can influence more people and our customer base

can be increased.

Secondly we can increase our advertisement on electronic media as  now days customers

are also influenced by adds on TV, and other electronic media, about different offers as

many customers are not aware of different offers going on at Big Bazaar.

Q.7) what do you mostly shop at the Big Bazaar stores? 

Detail No.

Accessories   25

Groceries 32

Others (specify) 13

Clothing 30

Total 100

Data

Consumers approached were asked to indicate the types of products they mostly shopped at Big

Bazaar. The types of products presented were Clothing, Accessories, Groceries and others. These

products were identified by observation and interview as the most popular products that

consumers shop for frequently.  

Analysis

From the table, and pie chart depicted above, the products frequently shopped for by consumers

is evident. Of the 100 respondents who answered the questionnaire, 32% indicated that they

essentially shopped for Groceries, 30% Clothing, 15% others (Luggage, Footwear etc), and 25%

Accessories. It is evident from the responses and the subsequent tabulation that consumers, on an

average, frequently shop for products in the following descending order: Clothing, Accessories,

Others and Groceries. 

Interpretation

Of the consumers approached, 100 people agreed to fill in the questionnaire and this specific

question. This question is aimed at identifying the products consumers shop for frequently at

retail outlets. The product categories laid before the respondent are the result of observation and

interview. By analysing the responses to this question, I the researchers, as well as companies,

can identify the main attractions of products and services offered. 

The high number of responses indicate that a large number of consumers visit retail outlets for

groceries. Approx One-third of the respondents indicated that they visit retail outlets to purchase

Clothes. 

To the retail stores, the above tabulated responses lead to a very important result. Groceries is the

fastest moving consumer good. Retail outlets that provide groceries and apparels can see a higher

rate of turnover and sales volume.   

Q.8) Are you aware with Big Bazaar own brands?  

Items No.

Food Bazaar 40

Tasty Treat 25

Dj& C 35

Total 100

Data Collected

Consumers approached were asked if they were aware about the Big Bazaar own brands as Food

Bazaar, Tasty treat, Dj&C etc.  

 Analysis

From the table, and chart depicted above, the awareness about big bazaar own brands in the

consumers is evident. Of the 100 respondents who answered the questionnaire, 40 replied that

they were aware about Food Bazaar 25 were aware about Tasty treat and 35 were aware about

Dj& C brand.   

Interpretation  

 This question is aimed at the awareness in customers about the Big Bazaar own brands. The

object is also to analyze how to increase awareness about the Big Bazaar own Brands among

consumers. By analysing the responses to this question, I the researchers, as well as companies,

can identify the awareness about the big bazaar own brands among consumers.

This indicates that although most consumers are aware about the big bazaar brands Food Bazaar

brands are more popular then other brands. 

Q.9) Are you satisfied with Big Bazaar own brands (e.g Tasty Treat)?  

Details No.

Yes 65

No 35

Total 100

Data Collected

Consumers approached were asked about their satisfaction level with the Big Bazaar own

Brands. This question was answered by 100 consumers.  

Analysis

From the table, and pie chart depicted above, the satisfaction level among the customers about

Big Bazaar own brands  Of the 100 respondents who answered the questionnaire, 65 replied yes

that they were satisfied with the big bazaar brands and there were 35 people who were not

satisfied with big bazaar brands.  

Interpretation

Of the consumers approached, 100 people agreed to fill in the questionnaire and this specific

question. This question is aimed at satisfaction level among the customers for big bazaar brand.

By analysing the responses to this question, I the researchers, as well as companies, can identify

that many customers are satisfied with the own brand of big bazaar.

From the tabulated data depicted above and responses of the consumers, we can see that to

promote own brand we should advertise more and packaging can be made more attractive.    

Q.10) In which area of  operation at Big Bazaar improvement is needed? 

Detail No.

Cashier Speed  45

Staff Knowledge    30

Waiting Time Management 25

Total 100

Data:

Consumers were asked  to answered that in which operation they want improvement at  Big

Bazaar. The objective of this question is to understand the improvement area at Big Bazaar.  

 Analysis:

From the table,  and pie chart depicted above, the distribution of the consumers is evident. Of the

100 respondents who answered the questionnaire,45%  customers  need improvement in Cashier

speed  30% are not satisfied with the staff knowledge about the product 25% thought waiting

process management is not good at Big Bazaar.

Interpretation:

By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify

the improvement areas in operations  at Big Bazaar.  

Appropriate decisions can be made keeping these numbers in mind.

We should increase the no. of cashiers atleast on Wednesday Bazaar, Weekends, Monthly

Bachat Bazaar.

Secondly we can increase sources of entertainment to manage the waiting process

management ,we can play good songs so that customers are not irritated during waiting

Findings

Generally youth and women’s are the main customers at Big Bazaar. 

Electronic media has an great impact on customers they are getting aware about new

products and related offers.

Due to availability of all products under one roof and near by their house helps customers

to shop weekly and shop fresh every time.

Groceries are the main items purchased by the customers and they are aware about big

bazaar brands and mostly are satisfied with them.

All the customers want that their time should not waste after shopping, number of

cashiers should be increased ,waiting process management should be made good.

Conclusion    

The report reveals that there is huge scope for the growth of organized retailing and

improvement of Big Bazaar Store in Allahabad city.

With the changing lifestyle, modernization and westernization there exists a huge scope

for the growth of Big Bazaar store and is therefore a threat to unorganized retailing.

Big Bazaar store are able to provide almost all categories of items related to food, health,

beauty products, clothing & footwear, durable goods so it become quite easier for the

customer to buy from one shop and hence is a convinient way of shopping when

compared to unorganized retailing.

Aggressive Marketing is the key to increasing the market share in this area, since the

market has a lot of potential both in terms of untapped market .

Recommendations  

To increase more footfalls more promotional activities must be carried

out. For this BIG BAZAAR  can either offer more discounts or increase

their advertisements. Increase in the number of footfalls will lead to

increase in sales.

Allowing more space between the entrance of a store and a product gives

it more time in the shopper’s eye as he or she approaches it. It builds a

little visual anticipation.

The number of trial rooms available at BIG BAZAAR is very less as

compared to the number of people coming. This usually results in long

queues and waiting by customers.

Install more full length mirrors inside the store so as to assist the

customers to make better purchase decisions.

Play light music inside the store to make the shopping a pleasurable

experience.

They can also exhibit their new line of clothing through events like

fashion shows.

Baskets should be scattered throughout the store, wherever shoppers might

need them. Many customers don’t begin seriously considering

merchandise until they have browsed a bit.

Limitations  

This research has a number of limitations that must be acknowledged.

First, the sample used for this study consisted mostly of college students. Therefore, these

results may not be applicable to the wider population in general.

Secondly, the results of this study are limited to a specialty retail branded purchasing

context.

Lastly, it must be acknowledged that there may be numerous other variables that

contribute to the development of customer satisfaction, customer loyalty, and word of

mouth communication which are briefly touched upon below.

To convince the people for a proper interviewing process is also difficult.

The figures have been taken as approximations.

The study is confined only to a small segment of the entire population due to monetary

and time constraints and hence the results are applicable only to the city of Allahabad.

Financial problem is also there in completing this project in a proper way.

QUESTIONAIR

NAME:  ------------------------------------------------------------------     

ADRESS: _____________________________________________ 

OCCUPATION: ----------------------------------------------------------

CONTACT no: ______________________________________________

EMAIL ID:__________________________________________________

 AGE:     (a)Below 18   [  ]        (b)18-40[  ]      (c)    40-60     [  ]        (d)   Above 60    [   ] 

GENDER:   (a)  Male       [  ]               ( b) Female       [   ]

1) How you came to know about Big Bazaar? 

(a) Electronic media   [   ]     (b) Word of mouth   [   ]       (c)Print media   [   ]  (d)  Hoarding  [   ]

2) How often do you shop?

(a) daily [  ]       (b) Once aweek   [   ]    ( c)  Fortnightly[   ]    (d)   Once a month[  ]            

3) Why do you shop at Big Bazaar?

(a)  Quality [  ]               (b) Offer [   ]          (c)  Price   [  ]         (d)Easy Availability of Product

[   ] 

4) During which offer you shop most?

(a) Wednesday Bazaar [  ]           (b) Monthly Bachat  Bazaar      (c) Weekend offers [  ]

5) What do you mostly shop  at the Big Bazaar stores?

 (a)Clothing [   ]          (b) Accessories [  ]           (c)   Groceries [   ] 

(d)Others (specify) ____________________________________

6) Are you aware of Big Bazaar own brands? 

(a) Food Bazaar [  ]        (b)  Tasty Treat [  ]       (c) Dj&C [    ]

7) Are you satisfied with Big Bazaar own brands (e.g Tasty Treat)?   

(a)   Yes [  ]                         (b)   No []

8) In which area of operation at Big Bazaar improvement is needed?

 (a)Cashier Speed [  ]        (b) Staff Knowledge [  ]    (c)  Waiting Time Management [   ] 

9) Problem which you face in Big Bazar…………………………………………………..

10) Any suggestion about Big Bazar………………………………………………………. 

Date:__________________

Signature:__________________

BIBILIOGRAPHY

Kishore biyani(2007) it happened in India(1st edition ) Rupa publication

Stephen covey (1994), the Seven Habits Of Highly Effective People.

C.R. Kothari (Research Methadology)

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