A STUDY ON “CATCHMENT ANALYSIS AND COMPARATIVE STUDY WITH COMPETITORS” OF BIG BAZAAR ZAAR,, VADAPALANI VADAPAL ANI {CHENNAI}
A FINAL PROJECT REPORT SUBMITTED TO THE SRM UNIVERSITY
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION BY
SONALIKA KUMARI (REG NO: 35080583) UNDER THE SUPERVISION AND GUIDANCE OF Mrs.K.Santhanalakshmi Professor
SRM SCHOOL OF MANAGEMENT KATTANKULATHUR, CHENNAICHENNAI- 631 561 MAY 2010
SCHOOL OF MANAGEMENT SRM UNIVERSITY SRM Nagar, Kattankulathur-603203 Phone: 044-27452270, 27417777, Fax: 044-27453903
[email protected], website:www.srmuniv.ac.in
BONAFIDE CERTIFICATE Certified that this Final Project report titled “catchment analysis and comparative
study with competitors” is the bonafide work of SONALIKA KUMARI, Reg. No:-35080583, who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported here in does not form part of any other Project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidate.
PROJECT GUIDE
…………………………… Mrs.K.Santhalakshmi
DEAN
…………………………… DR. (Mrs.) JAYSHREE
DECLARATION
I hereby declared that the project work entitled “catchment analysis and comparative
study with competitors” submitted to the SRM University, Chennai in partial fulfillment of the requirements for the award of Master of Business Administration is a record of original project done by me during the period of time in the SRM University, Chennai under the guidance of Mrs.K.Santhalakshmi, Senior Professor in School of Management, SRM University.
Place: Chennai
Date: Signature of Candidate CHANDAN KUMAR
PREFACE
I am Chandan Kumar students of SRM UNIVERSITY, CHENNAI & are pursuing MBA course. And towards the partial fulfillment of it, I have undergone a Final Project for the period of two months. I have put put my endeavour endeavour to make make the objective accomplished in the stipulated time. Despite all the limitations, obstacles, hurdles and hindrances I have toiled my hand to achieve the goal desired. Being a neophyte in the highly competitive world of business and in cooperate world, I have come across difficulties to make the objective a reality. Anyhow with the kind help and genuine interest formally supported by extreme support of my guide and college authorities, I am presenting this hand carved efforts. The project is done on “catchment analysis and comparative study with competitors” “If anywhere something is found unacceptable or unnecessary to the then you are welcomed with your valuable suggestions.
ABSTRACT
The report is an outcome of the work titled “catchment analysis and comparative
study with competitors” to study the perception of the different brand’s retailers. The major research objective is to suggest to “Retailers” the ways to improve the market share and performance. The sample of 300 customer were respondent for the questionnaire data was collected from the primary source. Respondents were from customer and the present research study aims at finding whether the expectations of customer are met and the quality service are delivered by the company with respect to behavioural levels of the customer towards the product. The study was assigned to find of the motives of customer perception. Data collected has been subjected to detailed analysis and interpretation. Finding and recommendations have been given at the end of the report. This study has been conducted with special reference to retailers in Chennai. It has been conducted at various areas of Chennai like Mount Road, T.Nagar, Adyar & Vadapalani; this study has been conducted using Stratified random sampling method with a sample size of 300 customers. In this study Percentage analysis had been used and several statistical tests were used for analysis and interpretation of data. Based on the analysis, it is represented with suitable charts. It has also been suggested to the Company to provide at most satisfaction to the customers. It is also suggested to extend their facilities like service, Seasonal discount, etc. and complete information provided at the delivery section. It has been suggested to the Company to enhance The Promotion Strategy including advertisement on many source and consumer sales promotion.
ACKNOWLEDGEMENT
Any achievement big or small should have catalyst and a constant encouragement, and advise valuable and noble minds. The satisfaction that accompanies the successful culmination of any task would be incomplete without those who made it possible because success is the epitome of hard work, determination, consultation and dedication. This list of thanks is heartfelt and only begins to acknowledge those people to whom, one way or the other this owes its existence. This report is of my Final Project done at Big Bazaar. It is a great experience for me working in the Retail industry. During my training I learned so many things & had experienced a lot from this experience. I would like to thank all my professors of SRM SCHOOL OF MANGEMENT especially to Dean Dr. Jayashree Suresh & my project guide Mrs.K.Santhalakshmi & lastly to my family to make me what I am.
TABLE OF CONTENTS Chapter No.
Title
Page No.
Chapter 1
Introduction
1.1 1.2 1.3 1.4 1.5 Chapter 2 2.1 2.2 2.3 2.4 2.5 2.6 2.7 Chapter 3 3.1 3.2 3.3 3.4 Chapter 4
Introduction of the study Problem identification Objective of study Scope of study Limitations of the study
5-8 9 10 11 12
Company profile Concern profile Awards and Recognition Company time line Board of director Group vision Group mission Research methodology Research design Data source Sampling Statistical tools Analysis of Data Chi-Square test
14-17 18-21 22-24 25-26 27-29 30 30 32 32 32-33 33 35-59 60-63
Chapter 5 5.1
Findings
65-66
5.2
Suggestion
67
5.3
conclusion
68
Questionnaire
69-70
Bibliography
LIST OF TABLES Table no
Title
Page no
4.1
Gender wise classification
38
4.2
Family size wise classification
39
4.3
Income wise classification
40
4.4
Sources of information about Big Bazaar
41
4.5
News paper reader wise classification
42
4.6
Tamil magazine reader wise classification
43
4.7
Watching T.V. channel
44
4.8
Radio programme listener
45
4.9
Big Bazaar visitor
46
4.10
Service of Big Bazaar
47
4.11
Price of product
48
4.12
Product range in Big Bazaar
49
4.13
Offer expatiated by customer
50
4.14
Customer Service
51
4.15
Product quality
52
4.16
Ambience of big bazaar
53
4.17
Attending on customer
54
4.18
About customer service desk
55
4.19
About billing problem
56
4.20
Resolution of Billing problem
57
4.21
Skill of service person
58
4.22
Delivery time of product
59
4.23
Seasonal discount
60
4.24
Overall service
61
BI-Variant Table
62
LIST OF CHART Chart no
Title
Page no
4.1
Gender wise classification
38
4.2
Family size wise classification
39
4.3
Income wise classification
40
4.4
Sources of information about Big Bazaar
41
4.5
News paper reader wise classification
42
4.6
Tamil magazine reader wise classification
43
4.7
Watching T.V. channel
44
4.8
Radio programme listener
45
4.9
Big Bazaar visitor
46
4.10
Service of Big Bazaar
47
4.11
Price of product
48
4.12
Product range in Big Bazaar
49
4.13
Offer expatiated by customer
50
4.14
Customer Service
51
4.15
Product quality
52
4.16
Ambience of big bazaar
53
4.17
Attending on customer
54
4.18
About customer service desk
55
4.19
About billing problem
56
4.20
Resolution of Billing problem
57
4.21
Skill of service person
58
4.22
Delivery time of product
59
4.23
Seasonal discount
60
4.24
Overall service
61
BI-Variant Table
62
CHAPTER – 1
1.1) INTRODUCTION If you don’t know who your shoppers are, how can you give them what they want? If you don’t know where they come from, how can you communicate with them? Finding answers to these questions is vital but catchment analysis can be a timeconsuming and expensive process. Many centre managers have found that the cost-effective analysis performed by FSP gives unrivalled return on their investment. The benefits include the power to target promotions and advertise more effectively, and an enhanced understanding of which retailers you need to attract to your centre. At the heart of FSP’s catchment reports is actual shopper behavior. Whilst other consultants use theoretical models or drive-time analysis, FSP believes in choosing the most appropriate model for the project and utilizing tools such as actual shopper surveys or the National Survey of Local Shopping Patterns (NSLSP) for larger centers. This national survey, which has been conducted since 1996, draws responses from over 6 million households and has proven to be a robust and reliable guide to locating main shopping venues used by UK shoppers for food, non-food and bulky goods. To enhance its information, FSP has recently added to its toolbox of analysis techniques with the ACORN system of classification (A Classification Of Residential Neighborhoods’). It combines geography with demographics and lifestyle information – places where people live with their underlying characteristics and behavior – to create a tool for understanding the different types of people in different areas throughout the country. FSP also uses postcodes collected from shoppers and other town centre users to identify catchment areas. The resulting data is analyzed to identify differences between centre and in-town shoppers, weekend and weekday shoppers, and seasonal influences. Customer penetration of the catchment area is calculated and the proportions of residents, non-resident workers, students and visitors are identified.
Traditional (4Ps):
The product or service
The price
The place
Promotion
Current Scenario (7Ps):
Product or Service
Price
Promotion
Place
People
Process
Physical Environment
In this new era of business world, Customers are the real owners. So, each and every expectation of customers has to be studied.
ADVANTAGES:
To increase the market share
To remove customer dissatisfaction
To retain the current customers and also gaining by new one through study the customer expectations.
Organizations are increasingly interested in retaining existing customers while Targeting non-customers, measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviours such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed.
1.2) PROBLEM IDENTIFICATION:
1) In a rapidly changing global market, there is tuff competition in market and
competitors are trying sustaining in the market for long run.
2) Customers are not aware enough about the all product range of the company.
3) Big Bazaar is not properly using the Advertisement Strategy which is very necessary
for make customer aware of the products. 4) Customers often face billing problem. They (Big Bazaar) don’t update price & offers.
1.3) OBJECTIVE OF STUDY PRIMARY OBJECTIVE The primary objective is “To research the CATCHMENT ANALYSIS of Big Bazaar.
SECONDARY OBJECTIVE To study about the Customer preference and satisfaction level with the products.
1. To study about the factors that affects the step in to Big Bazaar.
2. To know about the perception of customers about Quality, Price, and how it is affecting the customer satisfaction level compare with other retailer. And how does service matters after sales for next purchase. 3. To identify the opinion of the respondents and their feelings towards the value of the products when compare to other retailer.
4. To find out whether the Big Bazaar is providing satisfactory services to their customers by meeting the identified factors. 5. Study to understand the consumer behaviour. 6. Comparative study among other competitors.
1.4) SCOPE OF STUDY 1. Customer’s expectations change accordingly with time. Customer’s expectations should be studied with great efforts, so that marketers can design the product based on the need of the customers.
2. If the customers need were met then the customer may turn as an asset to the company because they become opinion leader for others. So that the company can increase its market share. 3. It helps the organisation to understand the customer psychology on choosing the product or service so that easily the product can be positioned. 4. It also helps to assess the real opinion and mindset of customers and aids to meet out their expectation in future in turn that will increases the volume of sales. 5. It helps the company to understand the efficiency of dealer service provided to the customers, so that it can create the root for further improvement.
1.5) LIMITATIONS OF THE STUDY 1. The research was conducted only in Chennai city. This may not give a generalized conclusion.
2. The sample size was limited to 300. 3. Only some important questions are dealt with customer satisfaction and other questions are not covered in this study.
4. There may be personal bias of the respondent, which affects the result of the study.
5. Non-response errors due to refusals or inaccuracy in response. Some respondents refused to respond or co-operate during the survey. They feel that the survey is an invasion of their privacy.
6. Time pressure the respondents who initially were reluctant to participate because they were busy. However, when they were persuaded they sometimes were anxious to complete the questionnaire fast which might reduce the quality of data.
7. The views and the preference of the people changes from time to time, hence the result of the project may not be applicable in long run.
CHAPTER – 2
2.1) COMPANY PROFILE
BIG BAZAAR Is see sasta aur achha kahin nahi ABOUT BIG BAZAAR: Big Bazaar Type
Subsidiary of Pantaloon Group
Founded
2001
Headquarters Jogeshwari, Mumbai, India Key people
Kishore Biyani
Industry
Retail
Products
Department store, Grocery store
Own er
Kishore Biyani
Parent
Pantaloon Group
Website
http://bigbazaar.com/
Big Bazaar is a chain of department stores in India, currently with 92 stores. It is owned by the Pantaloon Retail India Ltd , Future Group. It works on the same economy model as Wal-Mart and has considerable success in many Indian cities and small towns. The goods are supplied from the Bangalore branch of Big Bazaar. The Big Bazaar, Chennai branch consists of 200 employees. It has 19 departments.
The functional areas in Big Bazaar are :1. Human resource, 2. Marketing, 3. IT, 4. Admin, 5. Commercial, 6. Tailoring, & 7. Logistics.
The departments are given below:1.
Medicine bazaar (thulasi)
2.
NBD(glasses,watches,car accessories,helmet,cosmetics)
3.
Mobile bazaar
4.
Men’s wear
5.
Women’s wear
6.
Kid’s wear
7.
Foot wear
8.
Luccages
9.
Electronics bazaar
10.
Furnitures
11.
Home linen& Home décor
12.
Depot
13.
Crockery
14.
Utensils
15.
Future money
16.
Plastics
17.
Toys
18.
Food Bazaar
19.
Customer service desk
The sales persons working there are well trained to serve the customers. They are getting promotion as team leader for their best performance with increase in salary and incentives are also given. Employee discount cards are given to every employee for their purchasing in Big Bazaar.
The idea was pioneered by entrepreneur Kishore Biyani, the CEO of Future Group. It is the biggest and the fastest growing chain of department store and aims to have 150 by June 2009 and 350 stores by the end of year 2010. Currently Big Bazaar stores are located only in India. Big Bazaar is not just another hypermarket. It caters to every need of a family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian consumers. At Big Bazaar, we can get the best products at the best prices - that’s what they guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise you. And this is just the beginning. Big Bazaar plans to add much more to complete your shopping experience. Many Big Bazaar stores have a grocery department and vegetable section called the Food Bazaar. Big Bazaar stores in Metros have a gaming area and kids' play area for entertainment. These have proven to be very popular as a hang-out area for people of all age groups.
Cities where stores are located • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • •
Agra Ahmednagar Allahabad Alwar Ambala Anand Asansol Aurangabad Bangalore Baroda Belgaum Bhubaneswar Chennai Coimbatore Cuttack Darjeeling Palakkad Kolkata Delhi Durgapur Ghaziabad Guwahati Gurgaon Gwalior Hubli Hyderabad Indore Lucknow Kalyan Kanpur Mangalore Meerut Mumbai Navi Mumbai Nagpur Nasik Panipat Palakkad Pune Raipur Rajkot Ranchi Surat Sangli Siliguri Thane Thiruvananthapuram Thrissur Udupi Vadodara
• •
Vishakhapatnam Haldia
2.2) CONCERN PROFILE: Pantaloon Retail (India) Limited a future group venture
Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai (Bombay), the company operates over 10 million square feet of retail space, has over 1000 stores across 61 cities in India and employs over 30,000 people. The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, aLL, Top 10, mBazaar and Star and Sitara. The company also operates an online portal, futurebazaar.com. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection i, selling home furniture products and E-Zone focused on catering to the consumer electronics segment.
Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the US-based National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona.
Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space.
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 10 million square feet of retail space, has over 1,000 stores and employs over 30,000 people.
Future Group is present in 61 cities and 65 rural locations in India. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and online retail format, futurebazaar.com. Future Group companies includes, Future Capital Holdings, Future Generali India Indus League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling Co. Future Capital Holdings, 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, General, French retailer ETAM group, US-based stationary products retailer, 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 ‘Indian-ness’ as a core value and its corporate credo is - Rewrite rules, Retain values.
Futurebazaar.com is owned and operated by Future Bazaar India Ltd., a subsidiary of Pantaloon Retail (India) Limited.
LINES OS BUSINESS:
•
E-TAILING
•
FOOD
•
BOOKS/MUSIC
•
FASHION
•
TELECOM/IT
•
HOME/ELECTRONICS
•
GENERAL MERCHANDISE
•
LEISURE/ENTERTAINMENT
About Kishore Biyani:-
Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the Group Chief Executive Officer of Future Group. He has led Pantaloon Retail’s emergence as the India’s leading retailer operating multiple retail formats that now cater to almost the consumption basket of a large section of Indian consumers. Kishore Biyani led the company’s foray into organized retail with the opening up of the Pantaloons family store in 1997. This was followed in 2001 with the launch of Big Bazaar, a uniquely Indian hypermarket format that democratized shopping in India. It blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality. This was followed by a number of other formats including Food Bazaar, Central and Home Town. The year, 2006 marked the evolution of Future Group, that brought together the multiple initiatives taken by group companies in the areas of Retail, Brands, Space, Capital, Logistics and Media. Kishore Biyani advocates ‘Indianness’ as the core value driving the group. The group’s corporate credo is ‘Rewrite Rules, Retain Values.’ Kishore Biyani was awarded the Ernst & Young Entrepreneur of the Year 2006 in the Services Sector and the Lakshmipat Singhania - IIM Lucknow Young Business Leader Award by Prime Minister, Dr. Manmohan Singh in 2006. He was also awarded the CNBC First Generation Entrepreneur of the Year 2006. Kishore Biyani was born in August, 1961 and is married to Sangita and they have two
daughters. He recently authored a book, ‘It Happened In India’ that captures his entrepreneurial journey and the growth of modern retailing in India.
2.3) Awards and Recognition: 2009 Images Fashion Forum 2009
Most Admired Fashion Group Of The Year - Future Group
Most Admired Private Label - Pantaloons, the lifestyle format
Critics Choice Creation - Central
For
Pioneering
Effort
In
Retail
Concept
Coca-Cola Golden Spoon Awards 2009
Most Admired Food & Grocery Retailer Of The Year
Most Admired Food Court
Most Admired Food Professional
2008 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 Coca-Cola Golden Spoon Awards 2008, were given away for the first time as a culmination of the ‘Food Forum India 2008’ – a two day convention which saw the
participation of leading brands, retailers & retail support organizations from across the globe. The awards were presented to honour enterprise, innovation and achievement in the food retailing business as a benchmark of excellence.
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 The Reid & Taylor Awards for Retail Excellence are an important feature of
the Asia Retail Congress - Asia’s single most important global platform to promote world-class retail practices - and are aimed at honouring the best, in Asian Retail scenario. India played host to Asia Retail Congress 2008.
Indian Retail Forum Awards 2008
Most Admired Retail Company of the year - Future Group
Retail Face of the Year - Kishore Biyani
Best Retailer Of The Year ( Hypermarket) - Big Bazaar
Future Group was awarded the Most Admired Retail Company of the year by the Indian Retail Forum at a glittering ceremony organised in Mumbai. Mr Kishore Biyani also won Retail Face of the Year. India Retail Forum (IRF) is a platform for intellectual insights and information exchange for the retail business in the Indian subcontinent. The forum presents the business of retail in the region to a global audience, with the express aim of facilitating understanding about and encouraging investment in this massive marketplace. Big Bazaar, the value format of Future Group bagged the Best Retailer Of The Year (Hypermarket).
The INDIASTAR Award 2008 Food Bazaar: Best Packaging Innovation Food Bazaar bagged the INDIASTAR Award for Best Packaging Innovation in
India, for its private label brand Fresh And Pure Chakki Atta. INDIASTAR Award is a biennial event which aims to promote and encourage excellence in packaging design, innovation and technology. The contest was established in 1972 and is considered as the most popular and premier event for India’s packaging fraternity. This year there were around 357 entries and the participants had to submit a sample of their designs for selection. With 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 Retail Asia Publishing Pte, the institutor of these awards, aims to set a platform that appraise, raises and recognizes the development and growth of retailing throughout the Asia Pacific region.
Future Group Manifesto: “Future” – the word which signifies optimism, growth, achievement, strength, beauty, rewards and perfection. Future encourages us to explore areas yet unexplored, write rules yet unwritten; create new opportunities and new successes. To strive for a glorious future brings to us our strength, our ability to learn, unlearn and re-learn our ability to evolve. We, in Future Group, will not wait for the Future to unfold itself but create_future_scenarios in the consumer space and facilitate consumption because
consumption is development. Thereby, we will effect socio-economic development for our customers, employees, shareholders, associates and partners. Our customers will not just get what they need, but also get them where, how and when they need. We will not just post satisfactory results, we will write success stories.
We will not just operate efficiently in the Indian economy, we will evolve it.
We will not just spot trends; we will set trends by marrying our
understanding
of the Indian consumer to their needs of tomorrow. It is this understanding that has helped us succeed. And it is this that will help us succeed in the Future. We shall keep relearning. And in this process, do just one thing.
Rewrite Rules. Retain Values.
2.4) COMPANY TIME LINE MAJOR MILESTONE 1987
Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser, 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 launched across the nation. The company starts the distribution of branded garments through multi-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, Bangalore and 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 League Clothing and Planet Retail.
Sets up India’s first real estate investment fund Kshitij to build a chain of shopping malls.
2006
Future Capital Holdings, the company’s financial is formed to manage over $1.5 billion in real estate, private equity and retail infrastructure funds. Plans forays into retailing of consumer finance products.
Home Town, a 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. Forms joint ventures with US office stationery retailer, Staples.
2007
Future Group crosses $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 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. 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 in the Indian capital markets.
Big Bazaar crosses the 100-store mark, marking one of the fastest ever expansion of a hypermarket format anywhere in the world.
Total operational retail space crosses 10 million square feet mark.
Future Group acquires rural retail chain, Andhra present in 65 rural locations.
2.5) BOARD OF DIRECTOR
Mr. Kishore Biyani, Managing Director Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the Group Chief Executive Officer of Future Group.
Mr. Gopikishan Biyani, Wholetime Director
Gopikishan Biyani, is a commerce graduate and has more than twenty years of experience in the textile business.
Mr. Rakesh Biyani, Wholetime Director
Rakesh Biyani is a commerce graduate and has been actively involved in category management; retail stores operations, IT and exports. He has been instrumental in the implementation of the various new retail formats.
Mr. Vijay Kumar Chopra, Independent Director
V.K.Chopra is a fellow member of The Institute of Chartered Accountants of India (ICAI) by profession and is a Certified Associate of Indian Institute of Bankers
(CAIIB). His banking career spans over 31 years and he has served senior management positions in Central Bank of India, Oriental Bank of Commerce, SIDBI, Corporation Bank and SEBI.
Mr. Shailesh Haribhakti, Independent Director
Shri Shailesh Haribhakti, is a Chartered Accountant, Cost Accountant, and a Certified Internal Auditor. He is the Deputy Managing Partner of Haribhakti & Co., Chartered Accountants and past president of Indian merchant Chambers. He is on the Board of several Public Limited Companies, including Indian Petrochemicals Corporation Ltd., Ambuja Cement Eastern Ltd. etc. He is on the Board of Company since June 1, 1999.
Mr. S Doreswamy, Independent Director
S. Doreswamy, is a former Chairman and Managing Director of Central Bank of India and serves on the board of DSP Merrill Lynch Trustee Co and Ceat Limited among others.
Dr. D O Koshy, Independent Director
D. O. Koshy, holds a doctorate from IIT, Delhi and is the Director of National Institute of Design (NID), Ahmedabad. He has over 24 years of rich experience in the textiles and garment industry and was instrumental in the setting up of NIFT centres in Delhi, Chennai and Bangalore. He is a renowned consultant specializing in international
marketing and apparel retail management.
Ms. Bala Deshpande, Independent Director Bala Deshpande, is Independent Director, Pantaloon Retail (India) Ltd. and also serves on the boards of Deccan Aviation, Nagarjuna Construction, Welspun India and Indus League Clothing Ltd, among others.
Mr. Anil Harish, Independent Director
Anil Harish, is the partner of DM Harish & Co. Associates & Solicitors and an LLM from University of Miami. He also serves on the board of Mahindra Gesco, Unitech, IndusInd Bank and Hinduja TMT, among others.
2.6) Group Vision:
Future Group shall deliver Everything, Everywhere, Every time for
Every
Indian Consumer in the most profitable manner.
2.7) Group Mission: 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. We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segments – for classes and for masses. We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient, cost- conscious and committed to quality in whatever we do. We shall ensure that our positive attitude, sincerity, humility and united determination shall be the driving force to make us successful.
CHAPTER – 3
RESEARCH METHODOLOGY 3.1) Research Design A research design is indispensable for a research project. It is a series to keep on going in the right direction. It is a logical and systematic plan prepared for directing a research study. It specifies the objective, methodology and technique to be adopted for achieving the objective. Without a plan the work become unfocussed and aimless, the study will be difficult, time consuming to make adequate discrimination in the complex interplay of factors.
3.2) Data Source The data has been collected through primary sources.
PRIMARY SOURCES: It refers to data collected fresh and recorded for the first time. They are collected through questionnaire and direct interview. It thus happen original in nature, in this study data was collected through structured questionnaire.
3.3) Sampling a) Sampling Plan Sampling is a procedure to draw conclusion about larger population by studying a small of the universe.
b) Sampling units In this study the researcher has addressed questionnaire to the Sample Respondents.
c) Sample Size :In this study the sample was 300. d) Sampling Techniques Sampling technique were only which were used to select the respondents to get the result for the questionnaire was adopted because of the huge number of people.
e) Sampling method The sampling method may be classified into two generic types a) Random sampling. b) Non-random sampling. “R andom sampling” is being used in this study.
f) Analysis of the data The data collected through questionnaires have been tabulated. By using the above mentioned statistical tools, the data have been analyzed. Interpretations have been drawn based on the analysis. The findings and observations are the result and outcome of the interpretations made during the course of analysis.
3.4) Statistical tools The methods used for the data analysis are a) Percentage analysis method b) Diagram graph method c) Bi-Variant Analysis d) Chi‐Square Test
CHAPTER:-4
ANALYSIS OF DATA Table:-4.1
GENDER WISE CLASSIFICATION
Gender Male Female Total Sources- primary data
Chart:-4.1
No. of Respondent
Percentage
198
66
102
34
300
100
INFERENCE (4.1):‐ From the above table it shows that 66% respondents are male and 34% are female.
Table:-4.2
FAMILY SIZE WISE CLASSIFICATION FAMILY SIZE TWO THREE FOUR FIVE SIX TOTAL Sources- primary data
No. of Respondent
Percentage
42 42 150 54 12 300
14 14 50 18 4 100
Chart:-4.2
INFERENCE (4.2): ‐ From the above table it shows that 14% respondent has two members, 14% respondent has three members, 50% respondent has four members, 18% respondent has five members, 4% respondent has six members in their family.
Table:-4.3
INCOME PER ANNUM) WISE CLASSIFICATION Income slab(in lakh) LESS THAN 1 1-2 2-3 3-4 4-5 5-6
No. of Respondent
Percentage
18 78 66 24 30 18
6 26 22 8 10 6
6-7 ABOVE 7 NOT DISCLOSED TOTAL
0 18 48 300
0 6 16 100
Sources- primary data
Chart:-4.3
INFERENCE(4.3):‐ From the above table it shows that 6% respondent has less than 1 lack, 26% respondent has 1‐2 lack, 22% respondent has 2‐3 lacks , 8% respondent has 3‐4lacks, 10% respondent has 4‐5 lacks income, 6% respondent has 5‐6 lacks,0% respondents has 6‐ 7lacks,6% respondent has above 7 lacks income, and 16% respondent not disclosed their income. Table:-4.4
USING NEWSPAPER WISE CLASSIFICATION NEWSPAPER The times of India The Hindu Dinathanthi Dina Karan Deccan Chronicle TOI & Hindu
No. of Respondent
Percentage
60 138 30 06 12 24
20 46 10 02 04 08
Hindu & Dina Karan TOTAL
24 300
08 100
Sources- primary data
Chart:-4.4
INFERENCE(4.4):‐ From the above table it shows that 20% respondent Times of India, 46% respondent The Hindu, 10% respondent Dinathanthi, 2% respondent Dinakaran, 4% respondent Deccan chronicle, 8% respondent both
Times of India & The Hindu, and
8%respondents reads both Hindu and Dinakaran. Table:-4.5
USING TAMIL MAGAZINE WISE CLASSIFICATION TAMIL MAGAZINE Kumudan Aval vigadan Junior vigadan Kumkum KumKum & Junior
No. of Respondent
Percentage
60 12 30 24 12
20 04 10 08 04
vigadan Don’t Use TOTAL
162 300
54 100
Sources- primary data
Chart:-4.5
INFERENCE(4.5): From the above table it shows that 20% respondent reads Kumudan, 4% respondent reads Aval Vigadan, 10% respondent reads Junior Vigadan, 8% respondent reads Kumkum,4% respondents reads kumkum & junior vigadan and 54% respondent doesn’t read any magazine.
Table:-4.6
WATCHING TAMIL TV CHENNAL WISE CLASSIFICATION TAMIL TV CHENNAL
No. of Respondent
Percentage
SUN TV
162
54
SURYA TV
36
12
KALAIGNAR TV
30
10
SURYA & SUN TV
42
14
KALAIGNAR & SUN TV
30
10
TOTAL
300
100
Sources- primary Data
Chart:-4.6
INFERENCE (4.6): From the above table it shows that 54% respondent watches Sun TV, 12% respondent watches Surya TV, 10% respondent watches Kalaignar TV, 14% respondent watches both surya TV & Sun TV, 10% respondent watches kalaignar & sun TV.
Table:-4.7
Listening radio program wise classification Radio program Radio march Radio cine 91.1 91.9 FM 101.4 FM Rainbow
No. of Respondent 132 12 54 6
Percentage 44 04 18 02
Others None
24 72 300
Total
08 24 100
Sources- primary data
44
50 40
24
30
18
20
8
4
10
2
0 Radio mirchi
Radio 91.9 FM 101.4 FM cine 91.1 Rainbow
Others
Radio mirchi
Radio cine 91.1
91.9 FM
101.4 FM Rainbow
Others
None
None
Chart:-4.7
INFERENCE (4.7): From the above table it shows that 44% respondent listen Radio Mirchi, 4% respondent
Radio cine 99.1, 18% respondent
91.1FM, 2% respondent 101.4FM
rainbow, 8% respondent listen other radio programs, 24% respondent not listen any radio program.
Table:-4.8
REASION TO KNOW ABOUT BIG BAZAAR REASION
No. of Respondent
Percentage
NEWS PAPER
72
24
TV
66 12
11 04
ABOVE ALL
84 36
28 12
OTHERS
30
10
TOTAL
300
100
RADIO BANNERS & HORDINGS
Sources- primary data
Chart:-4.8
INFERENCE (4.8):‐from the above table it is shown that 24%respondents from news paper,11%from TV, 4% from radio,28% from banners & hoardings ,12% from above all, and 10% from other source know about Big Bazaar.
Table:-4.9
Area wise classification
Area Vadapalani Ashok Nagar K. k Nagar virgambakam kodambakam Total
No. of Respondent
Percentage
75 135 36 24 30 300
25 45 12 8 10 100
Sources- primary data
Chart:-4.9
INFERENCE(4.9):‐From the above table it shows that 25% respondents are belongs to the vadapalani,45% from Ashok Nagar, 21.33% from
k.k.nagar,18% respondents are from
virgambakam,10% from Kodambakam, 10.67% respondents are from Balesharbakam used to come to the Big Bazaar.
Table:-4.10
REASION FOR COME TO BIG BAZAAR
Comment Quality Service Price Range Price & Range TOTAL
No. of Respondent 72 30 132 48 18 300
Percentage 24 10 44 16 06 100
Sources- primary data
Chart:-4.10
INFERENCE (4.10): From the above table it is shown that 24% respondents due to quality, 10% due to service, 44% due to price, 16% due to range, 6% due to price & range,
Table:-4.11
OPINION ABOUT SERVICE OF BIG BAZAAR
Comment
No. of Respondent
Percentage
Excellent
12
4
Very Good
60
20
Good
174
58
Fair
54
18
Poor
0
0
Total
300
100
Chart:-4.11
INFERENCE(4.11): From the above table it is shown that 4% customer said excellent,20% customer said very good, 58% customer said good, 18% customer said fair, 0% customer said poor about service of Big of Big Bazaar.
Table:-4.12
OPINION ABOUT PRICE OF PRODUCT IN BIG BAZAAR
Comments
No. of Respondent
Percentage
Excellent
18
06
Very Good
78
26
Good
15 0
50
Fair
54
18
Poor
0
00
Total
300
100
Sources- primary data
Chart:-4.12
INFERENCE (4.12): From above table it is shown that 6% respondents said excellent 26% respondents said very good, 50% respondents said good, 18% respondents said fair, and 0% respondents said poor of price of price of product of product in Big Bazaar.
Table:-4.13
OPINION ABOUT PRODUCT RANGE IN BIG BAZZAR
Comments Excellent
No. of Respondent 48
Percentage 16
Very Good
108
36
Good
96
32
Fair
42
14
Poor
6
2
Total
300
100
Sources- primary data
Chart:-4.13
INFERENCE(4.13):‐ From the above table it is shown that 16% respondents said excellent,36% respondents said very good,32%respondents said good 14% customer said fair and 2 % customer said poor of product of product range in Big Bazaar.
Table:-4.14
OFFER EXPECTED BY THE CUSTOMER OFFER
No. of Respondent
Percentage
B1G1
72
24
B1G2
12
4
FLAT 50%
174
58
SLAB OFFER
35
11.67
B1G1 & SLAB OFFER
7
2.33
Total
300
100
Sources- primary data
Chart:-4.14
INFERENCE(4.14):‐From the above table it is shown that 24% customers wants B1G1, 4% customers wants B1G2,58% customers wants flat 50%,11.67% customers wants slab offer, and 2.33% customers wants B1G1 & slab offer both from Big Bazaar.
Table:-4.15
OPINION ABOUT THE CUSTOMER SERVICE OF BIGBAZAAR SATISFACTION LEVEL Highly satisfied
No. of Respondent
Percentage
12
4
Satisfied
174
58
Somewhat satisfied
108
36
Dissatisfied
6
2
Total
300
100
Sources- primary data
Chart:-4.15
INFERENCE (4.15): from the above table it is shown that 4% respondents are highly satisfied, 58% respondents are satisfied,36% respondents are somewhat respondents are dissatisfied with the customer service of Big Bazaar.
Table:-4.16
satisfied and 2%
OPINION ABOUT PRODUCT QUALITY OF BIG BAZAAR
Satisfaction level
No. of Respondent
Percentage
Highly Satisfied
42
14
Satisfied
210
70
Somewhat satisfied
48
16
Dissatisfied
0
0
Total
300
100
Sources- primary data
Table:-4.16
INFERENCE (4.16): from the above table it is shown that 14% respondents are highly satisfied, 70% respondents are satisfied, 16% respondents are somewhat satisfied and 0% respondent is dissatisfied with the product quality of Big Bazaar.
Table:-4.17
OPINION ABOUT THE AMBIENCE OF BIG BAZAAR Satisfaction Level
No. of Respondent
Percentage
Highly Satisfied
84
28
Satisfied
180
60
Somewhat satisfied
36
12
Dissatisfied
00
00
Total
300
100
Sources- primary data
Chart:-4.17
INFERENCE (4.17): From the above table it is shown that28% respondent are highly satisfied 60% respondents are satisfied, 12% respondents are somewhat satisfied and 0% respondent is dissatisfied with the ambiance of Big Bazaar.
Table:-4.18
OPINION ABOUT STAFF ATTENDENCE IN BIG BAZAAR Comment
No. of Respondent
Percentage
Highly Satisfied
24
08
Satisfied
132
44
Somewhat satisfied
120
40
Dissatisfied
24
08
300
100
Total Sources- primary data
Chart:-4.18
INFERENCE (4.18): From the above table it is shown that 8% respondents are highly satisfied, 44% respondents are satisfied, 40% respondents are somewhat satisfied and 8% respondents are dissatisfied with the staff attendance in Big Bazaar.
Table:-4.19
OPINION ABOUT THE CUSTOMER SERVICE DESK OF BIG BAZAAR Comments Highly Satisfied
No. of Respondent
Percentage
42
14
Satisfied
174
58
Somewhat satisfied
78
26
Dissatisfied
00
00
Don’t use
06
01
Total
300
100
Sources- primary data
Chart:-4.19
INFERENCE(4.19): From the above table it is shown that 14% respondents are highly satisfied, 58%respondents are satisfied,26%respondents are somewhat satisfied and 0% respondent is dissatisfied with the customer service desk and 1% respondents are didn’t use that desk in Big Bazaar.
Table:-4.20
OPINION ABOUT BILLING PROBLEM IN BIG BAZAAR
Comments Always Some time Not yet Total
No. of Respondent 12 90 198 300
Percentage 04 30 66 100
Sources- primary data
Chart:-4.20
INFERENCE (4.20): from the above table it is shows that 4% customers are always, 30% customers are sometime facing the billing problem. And 66% customers are not yet face billing problem in Big Bazaar.
Table:-4.21
OPINION ABOUT THE RESOLUTION OF BILLING PROBLEM IN BIG BAZAAR
Comments
No. of Respondent
Percentage
Highly Satisfied
18
O6
Satisfied
174
58
Somewhat satisfied
78
26
Dissatisfied
00
00
Total
300
100
Sources- primary data
Chart:-4.21
INFERENCE (4.21): From the above table it is shows that 6% respondents are highly satisfied, 58%respondents are satisfied, 26% respondents are somewhat satisfied, and 0% respondent is dissatisfied resolution of billing problem in Big Bazaar.
Table:-4.22
OPINION ABOUT THE SKILLS OF SERVICE PERSONS IN BIG BAZAAR Comments Highly Satisfied
No. of Respondent 24
Percentage 08
Satisfied
126
42
Somewhat satisfied
120
40
Dissatisfied
30
10
Highly dissatisfied
00
00
Total
300
100
Sources- primary data
Chart:-4.22
INFERENCE (4.22):‐ From the above table it is shows that 8% respondents are highly satisfied, 42% respondents are satisfied, 40% respondents are somewhat satisfied, 10%respondents are dissatisfied and 0% respondent is highly dissatisfied with the skills of service on Big Bazaar.
Table:-4.23
OPINION ABOUT THE DELIVERY PERIOD OF PRODUCT Comment Highly Satisfied
No. of Respondent 48
Percentage 16
Satisfied
186
62
Neutral
42
14
Dissatisfied
24
08
Highly Dissatisfied
00
00
Total
300
100
Sources- primary data
Chart:-4.23
INFERENCE(4.23): From the above table it is shows that 16%respondents is highly satisfied,62% respondents are satisfied, 14% respondents are neutral,8%respondents are dissatisfied, and 0% respondents are highly dissatisfied with the delivery period of product in big Bazaar.
Table:-4.24
OPINION ABOUT THE SEASIONAL DISCOUNT
Comments Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
No. of Respondent 66 204 23 07 00 300
Percentage 22 68 7.66 2.33 0 100
Sources- primary data
Chart:-4.24
INFERENCE (4.24):‐ From the above table it is shows that 22% respondents are highly satisfied, 68%respondents are satisfied,8% respondents are neutral,0%respondent is dissatisfied and22%respondents are highly satisfied with the seasonal discount provided by Big Bazaar.
Table:-4.25
OPINION ABOUT OVERALL SERVICE OF BIG BAZAAR:-
Satisfaction level
No. of Respondent
Percentage
Highly Satisfied
42
14
Satisfied
210
70
Somewhat satisfied
48
16
Dissatisfied
0
0
Total
300
100
Sources- primary data
Chart:-4.25
INFERENCE (4.25): from the above table it is shown that 14% respondents are highly satisfied, 70% respondents are satisfied, 16% respondents are somewhat satisfied and 0% respondent is dissatisfied with the product quality of Big Bazaar.
Bi-Variant Table (Q.16-Q.27) Make you to step in Big-Bazaar Customer satisfied by Big-Bazaar
Quality
Service
Price
Range
Price and Range
Frequency
Highly satisfied
10
4
19
7
2
42
Satisfied
51
21
92
34
12
210
Somewhat satisfied
11
5
21
7
4
48
Dissatisfied
0
0
0
0
0
0
Frequency
72
30
132
48
18
300
INFERENCE: - From above table we observe that quality of the product, Price, Range are equally influence the customer to step in to big bazaar.
Chi-Square Test (Q.16-Q.27)
The chi-square test is one of the simplest and most widely used non-parametric tests in statistical work. The symbol x2 describes the magnitude of the discrepancy between theory and observation. It is defined as:-
2
2
X = ∑ (o‐E) /E
x (Satisfaction)
42
210
48
0
0
300
y (Reason)
72
30
132
48
18
300
Total
114
240
180
48
18
600 TOTAL
Observed Value:-
57
120
90
24
9
57
120
90
24
9
In this chi square test it is analyzed that weather is there any significant relationship between satisfaction level of the customer and product quality and services. So assumed that with assumption (hypothesis) there is no significant relationship between Sales and consumer Sales promotion Let X: Respondents of the satisfied customer. Y: respondents of Reason to Step in to big bazaar.
We assume that Ho = there is no relationship between satisfaction level and provided services. H1 = there is relationship between satisfaction level and provided.
2
2
O(observed value)
E(Expected value)
(O-E)
(O-E)
(O-E) ÷E
42
57
-15
225
3.947
72
57
15
225
3.947
210
120
90
8100
67.5
30
120
-90
8100
67.5
48
90
-42
1764
19.6
132
90
42
1764
19.6
0
24
-24
576
24
48
24
24
576
24
0
9
-9
81
9
18
9
9
81
9 2
∑ (O‐E) /E=248.094
Hence Calculated Value = 248.094 Table Value = (R-1) * (C-1) = (2-1) * (5-1) =1*4=4
NOW Level Of Significance = 5% = .05 T.V = 9.49 Therefore C.V. Is greater than T.V. Therefore the Hypothesis is rejected.
Conclusion:-
After typical study we observed that, here calculated value is greater than table value .So as we know that in this case we can’t accept null hypothesis. Hence here we are accepting alternative hypothesis. So based on conclusion we can say that there is relationship existing relationship among customer satisfaction and provided services, price of product, quality of product, and range of product.
CHAPTER:-5
5.1) Findings •
•
•
From the study it was found that 56.34% respondents are male where as 43.67% respondents are female. It was found that 36.67% respondents are the age of 36-45 whether 28% respondents are of 26-35 , 23% respondents are of 45 and above and only 12.34% respondents are the age of 18-25. It was found that 26.34% respondent has 1-2 lack income, 22.67% respondent has 2-3 lacks income compare to the other categories and 12% respondent didn’t disclosed their income.
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
It was found that 52.34% respondent has four members on compare to two, three, five members and only 2.67% respondent has above six members in their family. It was found that 40.34% respondents used to read The Hindu and 24% used to read The Times of India on compare to other Newspapers. It was found that 21.67% respondents used to read Kumudan on compare to other magazines like Kumkum, Aval Vigadan and Junior Vigadan and 53.67% respondent doesn’t prefer any magazine. It was found that 54% respondent watches Sun TV on compare to other Tamil TV channels. It was found that 44% respondents used to listen Radio mirchi on compare to other radio program and 25.67% respondent doesn’t listen any radio program. It was found that 50.34% respondents celebrate their weekend as family get together and 20.67% respondent used to go for shopping. It was found that 28% respondent knows about Big Bazaar from their friends 22% from TV channels and 24% from the Newspaper. It was found that 45% customer coming from Ashok Nagar, 25% from Vadapalani, 12% from K.K. Nagar,10% from Kodambakam,and 8% customer from Virgambakam. It was found that 52.67% respondents come to Big Bazaar twice in a month and 21.67% comes monthly to the Big Bazaar. It was found that 57.34% respondent said that store location is not convenient for them and 42.67% said it’s convenient. It was found that 42.67% respondents step into Big Bazaar due to price and only 2.34% respondents due to the service of Big Bazaar. It was found that only 15.67% respondents prefer to buy the food product from Big Bazaar compare to Reliance fresh, More for U and others. It was found that 53.67% respondents somewhat satisfied and only 14% respondents are satisfied with the price of rice in Big Bazaar. It was found that only 12.67% respondents are satisfied and 39.67% respondents are dissatisfied from the price of sugar & pulse in Big Bazaar. It was found that only 8% respondents are satisfied and 59.34% respondents are dissatisfied with the price of Fruits & Vegetables. It was found that 45% respondents are highly satisfied and 39.34% respondents are dissatisfied with the discount rate on food product in Food Bazaar
•
•
•
•
•
It was found that only 23.33% respondents are used to buy electronic product from Big Bazaar. It was found that 43.33% respondents are satisfied and 10% respondents are dissatisfied with the price of refrigerator & other products. It was found that 38.34% respondents are satisfied and 13.34% respondents are dissatisfied with the price of TV in Big Bazaar. It was found that 40% respondents are satisfied and 15% respondents are dissatisfied with the range of electronic product in Big Bazaar. It was found that 42.33% respondents are satisfied and 11.33% are somewhat satisfied and only 5% respondents are dissatisfied with the overall service of Big Bazaar.
5.2) Suggestion •
It is suggested that Big Bazaar should advertise more because many people don’t know about the Big Bazaar.
•
It should increase the customer service inside the store.
•
They should give more offers on food products to increase the sale.
•
They should provide at least two days more discount (flat 50%, B1G1) instead of only Saturday and Sunday.
•
They should provide some entertaining facilities for the kids & ladies to attract the customer to the Big Bazaar so that they can celebrates their weekend as get together
•
They should reduce the cost of sugar & pulse.
•
They should keep more quality and price range of rice.
•
They should increase in the range of electronics products.
•
They should reduce the cost of fruits & vegetables.
5.3) Conclusion Customer’s awareness is one of the most important things for any company to sustain in market for long run. The company follows the best practices at Quality to ensure smooth, efficient and effective operations. In conclusion it can be said that organization has a very good reputation in retailing with high quality and sales.
The major aspect that serves to this success are:•
Effective use quality
•
Awareness of customer
•
Performance of the products
•
Skill of service person
•
Delivery period etc.
Questionnaire. 1. Name: - ………………………. 2. Age :A. 18-25
B. 26-35
C. 36-45
D. 45 and above.
3. Sex:A. Male B. Female. 4. Monthly Income: - ………………………………….
5. Family Size:-………………… 6. Which area you belongs...................................... 7. What news paper do you read? A. The Times of India B. The Hindu C. Dinathanthi D. Dina Karan 8. What Tamil Magazine do you read? A. Kumudam B. Aval vigadam C. junior vigadam D. Kumkum 9. What TV channel do you watch? A. Surya TV B. Kalaignar TV C. Sun TV D. Raj TV. 10. What Radio Programs do you listen? A. 11. Where do you celebrate your weekend? A. Cinema B. visiting mall C. Beach D. Shopping E. Family get together 12. Are you aware of the Big Bazaar? A. Yes B. No. 13. How do you know about Big Bazaar? A. Radio B. TV C. Hoardings & Banner D. Friends. 13. Have you been to Big Bazaar? A. Yes B. No 14. How frequent do you visit to big Bazaar? A. Weekly B. twice in a month. C. Monthly D. once in a six month 15. Do you feel store location is convenient from your premises? A. Yes B. No 16. What makes you to step in to Big Bazaar? A. Quality B. Services C. Price D. Range
Food Bazaar
17. Do you purchase ever food product from food bazaar? A. Yes B. No 18. Are you satisfied with the price of rice with the comparison of Reliance fresh, more for you , etc. A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied. 19. Are you satisfied with the price of sugar& pulse with the comparison of Reliance fresh, more for you , etc.
A. Highly satisfied
B. Satisfied C. Somewhat Satisfied D. Dissatisfied 20. Are you satisfied with the price of fruit & vegetable with the comparison of Reliance fresh, more for you , etc. A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied 21. Are you satisfied with the Discount rate given by Food bazaar ? A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied Electronics
22. Where you used to buy Electronics product? A. Big Bazaar B. Vivek Electronics C. General Shop D. Other 23. Are you satisfied with the price of refrigerator & other product with the comparison of vivek electronics , general shop , etc. A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied 24. Are you satisfied with the price of TV with the comparison of vivek electronics , general shop , etc. A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied 25. Are you satisfied with the Ranges of Product with the comparison of vivek electronics , general shop , etc. C. Somewhat Satisfied D. Dissatisfied A. Highly satisfied B. Satisfied 26. Are you satisfied with the Discount rate given by Big Bazaar on Electronics product ? C. Somewhat Satisfied D. Dissatisfied A. Highly satisfied B. Satisfied 27. On the overall are you satisfied with Big Bazaar Product & Services? C. Somewhat Satisfied D. Dissatisfied A. Highly satisfied B. Satisfied Suggestions, if any: ______________________________________________________________________ ________________________________________________________
Bibliography
¾
Primary data (survey)
¾
Secondary data
¾
Marketing management (Philip Kotler)
