Big Bazaar Project FOR BMS
Big Bazaar Project FOR BMS
PROJECT REPORT
ON
INDEX
CONTENTS
1.
INTRODUCTION
2.
RESEARCH METHODOLOGY
3.
DATA ANALYSIS
4.
CONCLUSION
5.
RECOMMENDATIONS
6.
BIBLIOGRAPHY
7.
ANNEXURE: QUESTIONNAIRE
INTRODUCTION
Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats
in both the value and lifestyle segment of the Indian consumer marker. Headquartered in
Mumbai (Bombay), the company operates over 5 million square feet of retail space, has over 450
stores across 40 cities in India and employs over 18,000people.
The companys 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. The company also operates an online portal,
futurebazaar.com.
As customers tastes and preferences are changing, the market scenario is also changing from
time to time. It is the changing tastes and preference of customer which has bought in a change
in the market. Income level of the people has changed. New generation people are no more
dependent on haat market and far off departmental stores. Today we can see a new era in market
with the opening up of many departmental stores, hyper market, shoppers stop, malls, branded
retail outlets and specialty stores. . My study is based on a survey done on customers of a
hypermarket named big bazaar. Big bazaar is a new type of market which came into existence in
India since 1994. It is owned by pantaloon retail India Ltd. It is a type of market where various
kinds of products are available under one roof. My study is on determining the customers buying
behavior of customers in big bazaar and the satisfaction level of customers in big bazaar. My
study will find out the current status of big bazaar and determine where it stands in the current
market. This market field survey will help in knowing the present customers tastes and
preferences. It will help me in estimating the customers future needs, wants & demands.
BIG BAZAAR
RESEARCH
METHODOLGY
Meaning
Research Methodology is a set of various methods to be followed to find out various
informations regarding market strata of different products. Research Methodology
is required in every industry for acquiring knowledge of their products.
Area of study
The study is exclusively done in the area of marketing. It is a process requiring care,
sophistication, experience, business judgment, and imagination for which there can be no
mechanical substitutes.
Sources of Data
Primary Source
Secondary Source
Primary Source- The primary data was collected by means of a survey. Questionnaires were
prepared and customers of the big bazaar at two branches were approached to fill up the
questionnaires. The questionnaire contains 20 questions which reflect on the type and quality of
services provided by the Big bazaar to the customers. The response o f the customer is recorded
on a grade scale of strongly disagree, disagree, uncertain, agree and strongly agree for each
question. The filled up information was later analyzed to obtain the required interpretation and
the findings.
Secondary Source- In order to have a proper understanding of the customer service of Big
Bazaar a depth study was done from the various sources such as books, a lot of data is also
collected from the official websites of the Big bazaar and the articles from various search
engines like Google, yahoo search and answers.com.
RESEARCH DESIGN
The research design is exploratory till identification of customer services parameters. Later it
becomes descriptive when it comes to evaluating customer perception of customer service of the
big bazaar.
Descriptive research, also known as statistical research, describes data and characteristics
about the population or phenomenon being studied. Descriptive research answers the questions
who, what, where, when and how.
Although the data description is factual, accurate and systematic, the research cannot describe
what caused a situation. Thus, descriptive research cannot be used to create a causal relationship,
where one variable affects another. In other words, descriptive research can be said to have a low
requirement for internal validity.
The description is used for frequencies, averages and other statistical calculations. Often the best
approach, prior to writing descriptive research, is to conduct a survey investigation. Qualitative
research often has the aim of description and researchers may follow-up with examinations of
why the observations exist and what the implications of the findings are.
RESEARCH SAMPLE
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take sample from the
universe to know about its characteristics.
SAMPLE SIZE:
The work is a case of Big bazaar one of the Retail Sector industry together representing great
per cent of the market share of Indian retail sector. The survey was conducted in the city of Delhi
with two branches of big bazaar, with 50 customers as respondent.
RESEARCH LIMITATIONS
The study is only for the big bazaar confined to a particular location and a very small
sample of respondents. Hence the findings cannot be treated as representative of the entire retail
industry.
Respondents may give biased answers for the required data. Some of the respondents did
not like to respond.
Respondents tried to escape some statements by simply answering neither agree nor
disagree to most of the statements. This was one of the most important limitation faced, as it
was difficult to analyse and come at a right conclusion.
In our study we have included 50 customers because of time limit.
DATA ANALYSIS
Ques. Income
MONTHLY
FREQUENCY
PERCENTAGE
INCOME
CUMULATIVE
PERCENTAGE
Below Rs.10000
Rs.10000
10
20
24
12
24
48
Above Rs.30000
26
52
100
TOTAL
50
100
Rs.20000
Rs.20000
Rs.30000
MONTHLY INCOME
4
20
Below Rs.10000
52
Rs.10000 Rs.20000
24
Rs.20000 Rs.30000
Above Rs.30000
INTERPRETATION
From the table and graph above it can be seen that
CATEGORY
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
UNDER GRADUATE
12
24
24
GRADUATE
26
52
76
POST GRADUATE
12
24
100
TOTAL
50
100
Educational qualifications
30
25
20
15
Educational qualifications
10
5
0
SCHOOL
GRADUATE
POST
GRADUATE
INTERPRETATION
From the table and graph above it can be seen that
SCALE
FREQUENCY
Twice in a week
Once in a week
18
15
10
TOTAL
50
18
15
10
How frequently do you visit Big
Bazaar.
Twice in a
week
Once in a
week
During
Special
offers
Whenever
the need
arises
INTERPRETATION
This is aimed at understanding how frequently customer visit shops & buy their product or avail
their services. The highest responses have been attributed to once a week shopping. Such
customer can be presumed to have high disposal income & may buy more daily & fashion
products. Whereas 15% of them visit during special offers, 18% when need arises, 7% twice in a
month.
SCALE
FREQUENCY
PERCENTAGE
Yes
33
66
No
17
34
TOTAL
50
100
66
No
INTERPRETATION
Big Bazaar physical facilities are visually appealing. From this statement I found that 66% of
people are happy with the location of big bazaar as compare to other 34%. It means that big
bazaar is available at most preferred places.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
18
36
36
GOOD
24
48
84
AVERAGE
90
FAIR
10
100
TOTAL
50
100
36%
EXCELLENT
GOOD
AVERAGE
48%
FAIR
INTERPRETATION
Total sample size was 50. Here analysis shows that among the total respondents 48% people
agreed with this statement. They think that Big Bazaar staff was available in a timely manner.
36% people rate this statement as excellent. Also 6% & 10% respondents rate it as average
and fair.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
GOOD
10
20
22
AVERAGE
15
30
52
FAIR
18
36
88
POOR
12
100
TOTAL
50
100
18
16
14
12
10
8
6
4
2
0
EXCELLENT
GOOD
AVERAGE
FAIR
POOR
INTERPRETATION
Employees in Big bazaar are willing to help you. With this statement more respondent give
weightage to average. Good were 10 people i.e. 20% respondents, 18 people agreed i.e. 36%
respondents agreed .
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
16
16
GOOD
21
42
58
AVERAGE
13
26
84
FAIR
10
94
POOR
100
TOTAL
50
100
INTERPRETATION
From my analysis I found that 42% respondents agreed that employees of big bazaar have
complete knowledge to answer their questions. 26% respondents rate it as average to this
statement and only 16% to excellent. 10% to fair % 6% to poor.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
11
22
22
GOOD
17
34
56
AVERAGE
12
24
80
FAIR
14
94
POOR
100
TOTAL
50
100
EXCELLENT
22
GOOD
24
AVERAGE
34
FAIR
POOR
INTERPRETATION
Employees of big bazaar understand specific needs and have great knowledge of all product &
services. With this statement most of the respondents were rate this statement good i.e., 34%..
Among the total respondents 24% respondents agreed with average and 22% for excellent, 14%
for fair and 6% for poor.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
GOOD
16
22
AVERAGE
20
40
62
FAIR
17
34
96
POOR
100
TOTAL
50
100
INTERPRETATION
According to 40% of people feel that Employees of big bazaar are very much courteous
throughout. Others rate at it as 34% in fair, 16% as good , 6% as excellent.
Ques. 8 Overall, how would you rate customer service of Big Bazaar.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
GOOD
14
28
36
AVERAGE
23
46
82
FAIR
18
100
TOTAL
50
100
5
0
25
19
20
15
Big bazaar accepts most major
credit cards.
10
5
0
NEITHER AGREE
NOR DISAGREE
AGREE
STRONGLY AGREE
INTERPRETATION
According to research it has been proved that Big Bazaar accept most major credit cards. 46% of
respondents strongly agree this statement, whereas 38% agree and 16% are uncertain about this
statement.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
11
22
22
30
efficient .
Service could be
friendlier.
14
44
14
58
11
22
80
16
96
100
TOTAL
50
100
Parking.
The location needs to be
closer.
22
16
22
14
14
RECOMMENDATIONS
Advertising is the basic and most prominent tool to increase the awareness of product.
So, Big Bazaar should use this tool to increase their share in the market.
Retail business is successful only when they have a good customer services. Customer
loyalty can only be gain by providing good or satisfied services to the customers.
Most respondents take on the spot decision of buying different products because of the
various attractive products displays. So pretty combination with good services should be done to
retain customers.
Quality play a major role because most respondent said that they want a quality product
and thats also the one of the reason for most of the respondents sticking to particular brand.
Customers are very price conscious they are having many options in the market. The
following steps should opt :Should follow more of high low pricing rather than everyday low pricing
Should go for a weekly coupon system as it hold more of the loyal customers.
Should provide good customer services so that customer like to visit again.
There should be a proper assortment of various product categories.
Proper training should be provided to the customer so that they can deal with customer
efficiently
Various offers can be provided to them to attract new customers.
Quality in product should be reach up to mark.
CONCLUSION
As most of the retail industries did market research before entering into market. Same
thing was done by Big Bazaar. Location, market, consumer perception analysis was done by big
bazaar.
In one year, much more diversification was done in it. And to retain customers they use
many loyalty programs & IT techniques.
Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good
quality for all at affordable prices. Big bazaar with over 140 outlets in different part of India is
present in both the metro cities as well as in small towns.
Big bazaar can attract more customers by different variety an d assortments.
They can improve customer satisfaction by providing home delivery services.
We can conclude that Big Bazaar has one of the major retail industry in india.
Working environment is good and also the various facilities is provided to increase the
customer services.
There exist a healthy & strong relationship between employees and managers.
The employees accept their responsibility wholeheartedly and perform the services in
well manner that satisfied the customers.
BIBLIOGRAPHY
References
1.
Research design,
(Prentice hall of India pvt. 5th edition)
3.
5.
bigbazaar.co.in
retailseminar.in
organizedretail.co.in
google.com
www.futuregroup.com
QUESTIONNAIRE
Customers Name
Age :
Below Rs.10000
Rs.10000 Rs.20000
Rs.20000 Rs.30000
Above Rs.30000
Educational Qualification:
Under graduate
Graduate
Post Graduate
1)
Twice in a week
Once in a week
2)
Yes
No
Excellent
3)
4)
5)
6)
7)
8)
9)
good
average
fair
poor