Big bazaar

Amity Business School

A Project on CustomerSatisfaction at BIG BAZAAR

Submitted By :

Ankita Sharma 03

Anika Virk 08

Kanishk kaul 35

Rishabh Dugar 46

Submitted To :

Prof. Vandana Gupta

Assignment - 1

Content

Chapter No. Chapter Description Page No.

1. Preface of the Study 2-5

2. Introduction 6-8

3. Company History 9-11

4. Vision and mission 12-14

5. Analysis and Interpretation 15-34

of the Study

6. Findings 35-36

7. Recommendation 37-38

8. Conclusion 39-40

9. Bibliography 41-42

10. Annexures 43-47

PREFACEOF THESTUDY

OBJECTIVES OF THE STUDY

This study has been conducted to achieve and attain the following objectives:-

1. To identify the people who are the customers of Big Bazaar.2. To identify the customer satisfaction level among the customers related to

the product supplied by the Big Bazaar.3. To know about the expectations of the customers regarding any

improvements in a particular area in Big Bazaar.4. To study, access and analyze the overall behavioral pattern of the

consumers of Big Bazaar.5. To identify the consumers’ buying behavior at Big Bazaar.

The study has been conducted and designed through the primary, secondary dataand through a questionnaire which was provided to the customers of Big Bazaar.The questionnaire includes questions related to the satisfaction level of thecustomers and how much they are satisfied with the current position andenvironment at the Big Bazaar. 100 questionnaires were designed and were askedfrom 100 people, who are also the customers of Big Bazaar, to know about theirpreferences, the degree of satisfaction and if they are comfortable with thebuying behavior at the Big Bazaar.

RESEARCH METHODOLOGY

The study has been conducted through a consumer survey with the help of aquestionnaire. The basic information has been gathered from a sample size of 100located in Noida and in New Delhi. The information has been collected through aquestionnaire consisting of questions related to their satisfaction level at BigBazaar which was based on their personal experiences. The information has beencollected only from those people who were present at Big Bazaar and haveshopped from the place at least once. This aspect of the data comprises ourprimary data structure. The secondary data has been collected from thecompany’s website, magazines and the employers of the Big Bazaar.

Sample survey method has been adopted to study the behavioral pattern of thecustomers regarding shopping at Big Bazaar. In this only a few people wereselected at random and questions were asked to them. This method usuallyprovides useful information and the data as the customers are directly in contactwith the person who asks the questions. Yet the one who conducts a survey facesproblems as sometimes it so happens that a person is not willing to answer thequestions and so in order to finish the survey early, they answer the questionsrandomly. To conclude, though quite accurate answers can’t be gathered throughsurveys yet some useful information can be collected that is not much differentfrom the correct estimates.

SAMPLE SIZEThe sample size used in the search work is 100 and the areas covered are BigBazar, Noida and Big Bazar, New Delhi.

LIMITATIONS OF THE STUDY

1. The respondents were not taking proper interests in giving the feedback.They were trying to complete the questionnaire as soon as possible.Different age groups of people were there in the study and not a particulargroup was targeted.

2. The study was conducted only in particular areas i.e. Noida and New Delhiwhereas Big Bazaar is across the country and other people may have otherviews regarding the services provided by the Big Bazaar team and thecustomer satisfaction level.

3. The biased results also fluctuated the study a lot as the some of therespondents were not taking keen interest in answering the questionnaire,they were a little biased.

4. Sometimes there responses may not match with their performances aswhat they say in the questionnaire may not always match with their reallife experiences. Therefore, the quality or reliability of the informationprovided by such surveys is very poor and quite limited.

5. This kind of survey is useful in a short run period as the customers generallyanswer the questionnaire taking the current scenario and not the futureprospective.

6. The survey conducted was time consuming as the sample size was 100 andit was not easy to get the data in one row. It required a lot of time toconduct a survey.

Introduction

FutureGroupFuture Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of the India’sLeading business houses with multiple business spanning across the consumption space.While retail forms the core business activity of future group, group subsidiaries arepresent in consumer finance, capital, insurance, leisure and entertainment, branddevelopment, retail, real estate development, retail media and logistics.

Led by its flagship enterprise, Pantaloon Retail (India) Limited is India’s leading retailerthat operates multiple retail formats in both the value and lifestyle segment of theIndian consumer market. Headquartered in Mumbai (Bombay), the company operatesover 16 million square feet of retail space, has over 214 stores across 90 cities andemploys more than 36,000 people and is listed on Indian stock exchange. The companyalso operates an online portal Futurebazaar.com.

Future Capitals Holding, the group’s financial arm provides investment advisory toassets worth over $1 billion that are being invested in consumer brands and companies,real estate, hotels and logistics. It also operates a consumer finance arm with branchesin 150 locations. Other group companies include Future Generali, the group’s insuranceventure in partnership with Italy’s Generali Group, Future Brands, a brand developmentand IPR company, Future Logistics, providing logistics and distribution system to groupcompanies and business partners and Future Media, a retail media initiative. Thegroup’s presence in Leisure and Entertainment segment is led through, Mumbai-basedlisted company Galaxy Entertainment Limited, Galaxy leading leisure chains, Sports barand Bowling co. and family entertainment centers.

Future Group believes in developing strong insights on Indian consumers and buildingbusiness based on Indian ideas, as espoused in the group’s core value of “Indianness”.The group’s corporate credo is, “Rewrite rules, Retain values”.

BigBazaarBig Bazaar is a chain of department stores in India currently with 100 outlets. It is ownedby Pantaloon Retail India Ltd, Future Group. It works on the same economic model asWal-Mart and has been successful in many Indian cities and small towns. The idea waspioneered by entrepreneur Mr. Kishore biyani, the CEO of Future Group. Big Bazaaroffers a wide range of products including fashion and apparels, food products, generalmerchandise, furniture, electronics, books, fast food and leisure and entertainmentsections. With its wide product range it fulfils the need of every consumer of differentage group. The idea was pioneered by Kishore Biyani; the head of Pantaloon Retail IndiaLtd. Kishore Biyani follows a 3C theory: Change and Confidence among the entirepopulation is leading to rise in Consumption. With this strategy the company has earnedhuge profits and records a good turnover every year. Big Bazaar has divided India into 3different sectors.

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

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

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

Big Bazaar has tried to focus to make products for these 3 sectors so that everyone canafford the products according to their purchasing power and fortunately, has beensuccessful.

On successful completion of ten years in Indian market, in 2011, Big Bazaar has come upa new logo with a new tag line: ‘Naye India Ka Bazaar’, replacing the earlier one: 'IsseSasta Aur Accha Kahin Nahin’. The company mainly focuses to satisfy its customers withdifferent types of products. That is why it is known as shopping under one roof.Customers find it easy to locate the products of various types with different price rangein one retail outlet. Big Bazaar has satisfied its customers to a good extend.

CompanyHistory

1987 Company incorporated as ‘Manz Wear Private Limited’. Launch of Pantaloonstrouser, India’s first formal trouser brand.

1991 Launch of BARE, the Indian jeans brand.

1992 Initial public offer (IPO) was made in the month of May.

1994 The Pantaloon Shoppe – exclusive menswear store in franchisee format launchedacross the nation. The company starts the distribution of branded garments throughmulti-brand retail outlets across the nation.

1995 John Miller – Formal shirt brand launched.

1997 Company enters modern retail with the launch of the first 8000 square feet store,Pantaloons in Kolkata.

2001 Three Big Bazaar stores launched within a span of 22 days in Kolkata, Bangaloreand Hyderabad.

2002 Food Bazaar, the supermarket chain is launched.

2004 Central - India’s first seamless mall is launched in Bangalore.

2005 Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus LeagueClothing and Planet Retail. Sets up India’s first real estate investment fund Kshitij tobuild a chain of shopping malls.

2006 Future Capital Holdings, the company’s financial is formed to manage over $1.5billion in real estate, private equity and retail infrastructure funds. Plans forays intoretailing of consumer finance products. Home Town, a home building and improvementproducts retail chain is launched along with consumer durables format, Ezone andfurniture chain, Furniture Bazaar. Future Group enters into joint venture agreements tolaunch insurance products with Italian insurance major, Generali. Forms joint ventureswith US office stationery retailer, Staples.

2007 Future Group crosses $1 billion turnover mark. Specialised companies in retailmedia, logistics, IPR and brand development and retail-led technology services becomeoperational. Pantaloon Retail wins the ‘International Retailer of the Year’ at US basedNational Retail Federation convention in New York and ‘Emerging Retailer’ of the Year

award at the World Retail Congress held in Barcelona. Futurebazaar.com becomesIndia’s most popular shopping portal.

2008 Future Capital Holdings becomes the second group company to make a successfulInitial Public Offering in the Indian capital markets. Big Bazaar crosses the 100-storemark, marking one of the fastest ever expansion of a hypermarket format anywhere inthe world. Total operational retail space crosses 10 million square feet mark. FutureGroup acquires rural retail chain, ‘Aadhar’ present in 65 rural locations.

Vision&Mission

Vision:

“To Deliver Everything, Everywhere, Every time, to EveryIndian Customer in the most profitable manner.”One of the core values at Future Group is, ‘India ness’ and its corporate credo is –“Rewrite rules, Retain values.”

Mission:

We share the vision and belief that our customers andstakeholders shall be served only by creating andexecuting future scenarios in the consumption spaceleading to economic development.

CoreValues Indianness: 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 work.

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

Flow: to respect and understand the universal laws of nature

Analysis

and

Interpretation of

The

Study

How often do you visit Big Bazaar?

Scale Frequency Percentage (%)

mostly 23 23

frequently 69 69

rarely 8 8

Total 100 100

Interpretation :- The first question asked to respondents was how often they visitedbig bazaar and 8 out of 100 people to whom the question was asked said they visited itrarely whereas 69 out of 100 people said they visited big bazaar frequently and 8 out of100 people said they visited the big bazaar most of the times.

Visit to Big Bazaar

Mostly

Frequently

Rarely

Are you satisfied with the information about products which is provided byemployees of big bazaar?

Scale Frequency Percentage (%)

Fully satisfied 20 20

Satisfied 60 60

Neutral 20 20

Total 100 100

Interpretation: - it can be said the most of the customers are satisfied with theperformance of big bazaar as there is a high ratio of people who are either satisfied orfully satisfied with their satisfaction level. There were around 80 % of people who aresatisfied with the information about the product displayed and are very happy to visitBig - Bazaar again and again. There were around 20 % of the respondent who were notmuch satisfied with Big Bazaar and have problem with the information display at BigBazaar.

Satisfaction Scale

Fully Satisfied

Satisfied

neutral

Quality Standards of Big Bazaar products

SCALE FREQUENCY PERCENTAGE (%) CUMMULATIVEFREQUENCY

Very good 11 11% 11

Good 42 42% 53

Ok 23 23% 76

Bad 18 18% 94

Very Bad 6 6% 100

Total 100 100

Interpretation: - Big Bazaar needs to work on the quality of the products as in today’sworld quality is given priority. As we came up with the results of the survey it was foundout 24% of the customers are not satisfied with the quality of the products. So, as toenhance the customer satisfaction level, Big Bazaar should work on the quality of theproducts.

0

5

10

15

20

25

30

35

40

45

Quality Of Product

Very Good

good

Ok

Bad

Very Bad

Do you think Big Bazaar should work on Store Layout which will make it easy forCustomers to find what they need?


Strongly agree 3 3% 3

Agree 8 8% 11

Neutral 38 38% 49

Disagree 14 14% 63

Strongly Disagree 37 37% 100

Total 100 100

Interpretation: - Big bazaar should work on the layout of the stores tremendously. Asthere is a vast number who customers who find it very difficult to search products. Bigbazaar has got all the products available in their store it’s just that the customers arenot aware of the positioning of the products. The recommendations for the same arethat proper direction marks should be carried across the store to guide the customers.There were around 11% of people who would like to suggest Big Bazaar to work on itsStore Customization and around 38% of people were neutral on this question whichmeant that it was neither a No, thus this is a suggestion from most of the people for BigBazaar to work on its Store layout.

Store Layout

Strongly Agree

Agree

Neutral

Disagree

strongly dis agree

How is the billing process?

Scale Frequency Percentage CummulativeFrequency

Good 57 57% 57Ok 39 39% 96Bad 4 4% 100Total 100 100

Interpretation: - Big Bazaar has got very good billing system. There are multiple numberof queues for billing & the billing process is very fast & majority of the customers aresatisfied with the billing process, but around 4 % of the people suggested that theremust be few more payment option that includes payment through Mobile phones andBig Bazaar cards.

Billing Process

Good

Ok

Bad

What about the services could they be improved?

Scale Frequency Percentage Cumulativefrequency

Service can befaster/moreefficient

4 4 4

Service could befriendlier

4 4 8

Staff shouldcommunicate betterwith customers

2 2 10

Stores need to becleaner

39 39 49

The stores needsmore parking space

47 47 96

The location needsto be closer

3 3 99

Others 1 1 100total 100 100

Interpretation: - Big Bazaar should work on parking & cleanliness issues as lot ofcustomers have problem with parking places & cleanliness of the store. They shouldimplement proper cleaning charts & give them to the cleaning staff heads & an hourlyinspection should be done by the supervisors. As according to my analysis about 86% ofthe respondents have a problem either due to parking space or cleanliness of BigBazaar.

0

5

10

15

20

25

30

35

40

45

50

How can service be improved

How can service be improved

Your complaint’s are handled Timely & Constructively


Strongly agree 22 22% 22

Agree 21 21% 43

Neutral 53 53% 96

Disagree 3 3% 99

Strongly Disagree 1 1% 100

Total 100 100

Interpretation: - Most of the respondents are very happy & satisfied with the complainthandling department of big bazaar. It’s a big positive for them. It was found out thatonly 1% customers strongly disagreed with the statement and 3% dis agreed with thestatement, whereas 53% remained neutral. So, we can say that there is scope forimprovement for them.

Complaints Handled

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

Rate the overall Customer Service of Big Bazaar


Excellent 7 7% 7

Good 63 63% 70

Ok 27 27% 97

Bad 3 3% 100

Worst 0 0% 100

Total 100 100

Interpretation: - Most of the respondents agreed with this statement. According to ouranalysis Big Bazaar gives prompt service to its customers. Among the total respondentsagreed respondent rate is 7% excellent, 63% as good, 27% as ok & only mere 3%respondents think that services are bad.

0 10 20 30 40 50 60 70

Excellent

Good

Ok

Bad

Worst

Overall Customer Service

overall customer service

Does the Staff Communicates in the language that you understand


Yes 78 78% 78

No 6 6% 84

Needs Improvement 16 16% 100

Total 100 100

Interpretation: - The respondent were satisfied with the language of the employees ofBig bazaar but there were around 6% who were not at all satisfied with the language ofemployees of Big bazaar and wanted them to drastically change their speaking style andaround 16 5 of the respondent suggested that the employees need improvement andthey can speak lot better. The respondent also mentioned that there was regional tonein the employees language which was not appreciated by some respondent andsuggested to bring some change in it.

0

10

20

30

40

50

60

70

80

90

Yes No Needs improvement

Language of Staff

Language of Staff

How likely are you to Recommend BIG BAZAAR to your Friends and Family?

Scale Frequency Percentage (%) CummulativeFrequency

Very Strongly 72 72% 72

Strongly 14 14% 86

Neutral 12 12% 98

Won’tRecommend

2 02% 100

Total 100 100%

Interpretation:- The respondent were mostly satisfied with Big bazaar and werewilling to recommend there friends and family to visit the store , around 72% ofthem said that they would Strongly Recommend Big Bazaar to their loved onesand 14% of the respondent replied that they would also recommend Big Bazaar.12% of the population were neutral on the topic and didn’t want to take any side.There were 2 people who would not recommend Big Bazaar to their friends andfamily as they think it would be waste of their time and Big Bazaar could not catertheir needs.

0

10

20

30

40

50

60

70

80

Very Strongly Strongly Neutral Won't Recommend

Recommend Big Bazaar

Recommend To Big Bazaar

Findings

FINDINGS OF THE REPORT:-

Big Bazaar is the number retailer in India undoubtedly. It has built a very strongbond with all its customers.

Big Bazaar attracts most of its customers due to its economical products & worth.But the most crucial factor that attracts most of the customers is its customerservices.

According to the research it was found out that most of the customers wereaffected due to its schemes & promotions that it promotes on independence day,republic day etc.

Big Bazaar has to work on its store layout, so as the customers can get theproducts easily without any problem. As for now it’s a big issue for the customers.

There is a vast majority of customers of big bazaar who came to big bazaar to buyproducts for marriage purposes as they find it very economical to give to theirdaughters.

Cleanliness & hygienic conditions are a big issue for the management in its food& vegetable section.

Location, variety conveniences, economical products play a big role in sales ofBig Bazaar.

Recommendations

RECOMMENDATIONS:-

A product becomes a hit when the customer is aware about the product. Theprominent tool to increase awareness of product is advertising. Big Bazaarshould use advertising as a tool to increase its market share.

Big Bazaar should promote various new offers to attract new customers.

They shouldn’t compromise with the quality of the product as quality is thefirst most priority of the customers.

The employees should be given proper training to deal with the customers.

To increase the share of its loyal customers Big Bazaar should promote couponsystem & should distribute weekly coupons to regular customers.

Most of the customers go for on the spot buying just because of attractivedisplays. So, proper eye catchy combinations should be carried out across thestores to attract customers to buy those things.

The back bone of retail business is good customer services. Customer loyaltycan only be earned by providing satisfactory & excellent services to thecustomers.

Conclusion

Thus this report gave us lots of learning and collecting data about thecompany helped us to analyze the consumers thinking and thought about thecompany.

A part of the future group, Big Bazaar is a hypermarket which offers allkinds of goods of good quality at affordable prize under one roof. BigBazaar has over more than 140 outlets in different parts of the country inboth the metro cities as well as the small towns.

Big Bazaar has a very healthy working environment & follows very goodstrategies for employee motivation.

In Big Bazaar the bond between the employees & managers is very strong &healthy. All the employees work as a team & perform their duties wholeheartedly & in such a manner that satisfies the customer the most.

Big Bazaar attracts most of its customers through a very good Adcampaigns.

Big Bazaar can improve the level of customer satisfaction by providing themfree home delivery.

With the introduction of F.D.I. in the retail sector Big Bazaar will have toface tough competition from the global giants like wall mart.

Till now As Big Bazaar has very less competition, it can be concluded thatBig Bazaar is one of the major retail industry in India.

Bibiliography

Serial No Text Title Author and PublicationDetail

1. Marketing Kotler, PhilipManagement 10th edition,1999

2. Marketing Ramaswamy,V.S &Management Namakumari

2nd edition

3. Principles of Kotler,Philip &Marketing Armstrong,Gary

8th edition

Other Sources :

1. Wikipedia.com2. Futurebazaar.com3. Big Bazaar Bouchers

Annextures

QUESTIONNAIRE

Name: __________________________________________________

Occupation: ______________________________________________

Sex:

Male Female

Age:

10-20 20-30 30-40 40 and above

1. How often do you Visit Big Bazaar?

Mostly

Frequently

Rarely

2. Are you satisfied with the information about products which is provided byemployees of big bazaar?

Fully Satisfied

Satisfied

Neutral

3. Quality Standards of Big Bazaar products

Very Good

Good

Ok

Bad

Very Bad

4. Do you think Big Bazaar should work on Store Layout which will make it easy

for Customers to find what they need?

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

5. How is the billing process?

Good

Ok

Bad

6. What about the services could they be improved?

Service can be faster/more efficient

Service could be friendlier

Staff should communicate better with customers

Stores need to be cleaner

The Store needs more Parking Place

The location needs to be closer

7. Your complaint’s are handled Timely & Constructively

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

8. Rate the overall Customer Service of Big Bazaar

Excellent

Good

Ok

Bad

Worst

9. Does the Staff Communicates in the language that you understand

Yes

No

Needs Improvement

10.How likely are you to Recommend BIG BAZAAR to your Friends and Family?

Very Strongly

Strongly

Neutral

Won’t Recommend