Chapter No.

– 04
DATA PRESENTATION & DATA ANALYSIS
 Chapter No. – 04

DATA PRESENTATION & DATA ANALYSIS

Data Presentation
The final draft of the questionnaire (see Appendix) was prepared on the basis of the
observations from the pilot study. These were then finally filled by 100 customers, for the
conclusive study.
Finally, the data collected was fed into the data analysis software, to be analyzed using statistical
techniques.

Types of Primary Data collected:

• Socioeconomic Characteristics
Socioeconomic characteristics are sometimes called “states of being” in that they represent
the type of people. The factors on which we are working are occupation. Monthly transaction is
also an important parameter but it is difficult to verify. Although the amount of money that
business unit earns in a month is an absolute, not a relative quantity but it is a sensitive topic in
our society and it is difficult to determine.

• Attitudes/Opinions
Through the questionnaire we have tried to get hold of customers preference, inclination
and requirement. Attitude is an important notion in the marketing literature, since it is generally
thought that the attitudes are related to the behavior of customer.

• Motivation
Through the questionnaire we have tried to find the hidden need or want of customer and
have tried to find if these people can be tapped as the potential customer for Big Bazaar.

• Behavior
Behavior concerns what subjects have done or are doing. Through the questionnaire we
have tried to find out the behavior of the individuals regarding the product and their responses. If
the responses are favorable then the person can be said to be our potential customer. The primary
data serves as an important tool to measure the behavioral trend of the customer. It helps in
answering some of the vital Questions.
a) Obtaining the Primary Data
The data collection was primarily done through communication. Communication involves
questioning respondents to secure the desired information, using a data collection instrument called
questionnaire. The questions were in writing and so were the responses.

b) Versatility
It is the ability of a technique to collect the information on the many types of primary data
of interest to marketers. It has also been found that some of the people do not answer truthfully to
all the questions especially in the case of the personal details

Data Analysis
The tools and methods of data collection identified earlier were employed to gather data
on the consumer perception on Big Bazaar. The data accrued, especially from the interviews and
questionnaires circulated, are tabulated and depicted on graphs in the following pages. The data
thus gathered and tabulated is analyzed. The data is then scrutinized and relevant interpretations
are drawn.
The major objectives of analysis of data are:

1. To evaluate and enhance data quality

2. Examine effects of other relevant factors
3. Customer satisfaction ratio,
4. Level of satisfaction,
5. Causes of dis-satisfaction,
6. Customer responses regarding services.

The data collection plan, including procedures, instruments, and forms, was designed and
pre-tested to maximize accuracy. All data collection activities were monitored to ensure adherence
to the data collection protocol and to prompt actions to minimize and resolve missing and
questionable data. Monitoring procedures were instituted at the outset and maintained throughout
the study, since the faster irregularities can be detected; the greater the likelihood that they can be
resolved in a satisfactory manner and the sooner preventive measures can be instituted.
Q. 1) Age of the respondents?

Age No. of respondents

Below 18 30

18-40 45

40-60 15

60 above 10

Total 100

NO. OF CUSTOMERS AGE WISE

Below 18, 18-40,

30% 45%

60 above,
10% 40-60,
15%

Data:
The first criteria respondents were asked to indicate was the age group they belonged to.
Respondents were asked to choose among four age group categories, viz., below 18, 18-40, 40-60,
60 above years. The age groups were identified as key factors impacting shopping and purchase
decisions of consumers.

Analysis:
From the table, and pie chart depicted above, the distribution of the population under study
is evident. Of the 100 respondents who answered the questionnaire, 45% indicated that their ages
fell in the category 18-40 years 30% indicated below 18, 15% indicated 40-60 year and 10%
indicated 60 above.
Interpretation:
By analyzing the responses to this question, I, as a researcher, as well as companies, can
identify the demographics of the population that visit retail outlets. The highest number of
respondents falls in the age group 18-40. It can be deduced that most of the consumers who visit
retail outlets regularly are the youth. They make up almost more than half of the population who
shop at retail stores.

Q. 2) Gender of the respondents?

Gender No. of respondents

Male 65

Female 35

Total 100

No. of customers gender wise

Male
35% Male
Female
Female
65%

Data:
Consumers were asked to indicate their gender. The object of this question is to understand
the demographics of the population under study.
Analysis:
From the table, and pie chart depicted above, the distribution of the consumers is evident.
Of the 100 respondents who answered the questionnaire, 65 were female and 35 were male. It is
evident from the responses and the subsequent tabulation that the number of female respondents
was higher than that of the male respondents in the population under study. Female are the major
buyers at the Big Bazaar.

Interpretation:
By analyzing the responses to this question, I as, a researcher, as well as companies, can
identify the distribution in the number of men and women who visit the retail outlets and
appropriate decisions can be made keeping these numbers in mind.
The highest number of respondents were female, as is depicted by the graph and chart presented
above. The number of male respondents was less compared to the female respondents.
Two decisions can be made from the above data collected:
• one, more women visit retail outlets than men.
• Two, more women are willing to fill out questionnaires and take a survey than men.

Since more women can be inferred to visit retail stores than men, companies can target their
offerings and marketing strategies in two areas. Retail outlets can
appeal to the women customers by offering more products geared especially towards women. They
can provide a shopping experience that women are particularly attracted to.
Another way that retail chains can use the above data is to think new techniques so that they can
appeal to the men rather than the women. Since, fewer men visit
retail stores as against women, the companies have a large base of potential customers. By
providing products that are geared towards men and by providing a shopping experience that
attract men’s they can increase their loyal customers.

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

Source No. of respondents

Electronic media 30
Word of mouth 40
Print media 20
Hoarding 10
Total 100
 Source of knowledge

Hoaring
10%

Electronic
media Electronic media
Print media
30%
20% Word of mouth
Print media
Hoaring
Word of
mouth
40%

Data:
Consumers were asked to indicate the source from where they got information about Big
Bazaar. The object of this question is to understand the source of information of the population
under study.

Analysis:
From the table, and pie chart depicted above, the distribution of the consumers is evident.
Of the 100 respondents who answered the questionnaire, 40% people got information about Big
Bazaar from word of mouth 30% from electronic media ,20% from print media ,10% from
Hoardings.

Interpretation:
By analyzing the responses to this question, I as, a researcher, as well as companies, can
identify the source of the information for the customers from where they got the information about
Big Bazaar.
Appropriate decisions can be made keeping these numbers in mind.
• We should increase the quality of service and which we are providing to customers, so that
we can increase loyal customers so that they can influence more people and our customer base can
be increased.
• Secondly, we can increase our advertisement on electronic media as now days customers
are also influenced by adds on TV, and other electronic media.
Q. 4) How often do you shop?

Frequency No. of respondents

Shopping Frequency
Once a week 45
Fortnightly 30
Once a month 25 Once a
Total 100 month
25% Once a week
Once a week
45% Fortnightly
Once a month
Fortnightly
30%

Data:
Consumers approached were asked about their frequency in visits to shops. The frequency
points furnished were: Once a week, Fortnightly, and Once a month. These frequency points were
identified by observation and interview as the average times that consumers shop.

Analysis:

From the table, and pie chart depicted above, the frequency of shopping of the respondents
is evident. Of the 100 respondents who answered the questionnaire, 45 indicated that they shopped
once a week, 30 indicated that they shopped Fortnightly 25 who visit shops, malls or retail stores
once a month.

Interpretation:

This question is aimed at understanding how frequently consumers visit shops and buy
their products or avail of their services. The frequency points laid before the respondent have been
the result of observation and interview. By analyzing the responses to this question, I the
researchers, as well as companies, can identify the number of times a customer is likely to shop in
a month’s time.
The highest responses have been attributed to once a week shopping. It can be deduced that
consumers who shop only once a week, pose very different challenges to retail stores. Such
customers can be presumed to have a high disposable income and may buy more lifestyle or
fashion products. Since they shop so frequently, they must continually be entertained and attracted
to make repeat purchases at stores. When targeting this segment, companies must be able to get
new stock every week, and update their marketing strategies continuously.
As monthly customers can buy the products in bulk so they can shop during (M.B.B) and other
offer seasons but we can give every week big discounts to customers so it’s more difficult to
increase the customer base of weekly customers. It can be increased if employee handle the
customer well, display of the product, and ambience of the retail outlet is good.
Q.5) Why do you shop at Big Bazaar?

Factors No. of
respondents
Factors effecting buying
Offer 17
Price 23
Easy availability of products35
Quality 25
Quality Offer Offer
25% 17%
Data: Price

Consumers approached were asked Price Easy availability of

about their factors affecting their purchasing 23% products
decision. The factor points furnished were: Easy
availability Quality
Quality, Price, Offer, Availability of product of products
35%
Analysis:
From the table, and pie chart depicted
above, the factors effecting purchasing
decision of consumers is evident. Of the 100 respondents who answered the questionnaire, 35
answered availability of product 25 answered quality, 23 answered price 17 answered offers as
their main factors influencing their buying decision.

Interpretation:
This question is aimed at understanding what elements attract the consumer the most. The
preference points laid before the respondent have been the result of observation and interview. By
analyzing the responses to this question, I the researchers, as well as companies, can identify the
biggest factors that influence the consumers in favoring one store over others.
The highest responses and the highest factor have been attributed to availability of products on
sale, when choosing to shop at a particular store.
Although it is said that the most important things in retail are “Location, location, and location”,
from the consumers’ point of view, proximity is of little concern. The quality, price and variety of
goods play big roles in the decision-making process.

Q.6) What do you mostly shop at the Big Bazaar stores?

Detail No. of respondents

Accessories 25 Accessorie
Clothing s
Groceries 32 30% 25%
Others (specify) 13 Accessories
Clothing 30 Others
Groceries Groceries
13%
32%
Others
Clothing

Sharings in different parts

Data:
Consumers approached were asked to indicate the types of products they mostly shopped
at Big Bazaar. The types of products presented were Clothing, Accessories, Groceries and others.
These products were identified by observation and interview as the most popular products that
consumers shop for frequently.

Analysis:
From the table, and pie chart depicted above, the products frequently shopped for by
consumers is evident. Of the 100 respondents who answered the questionnaire, 32% indicated that
they essentially shopped for Groceries, 30% Clothing, 15% others (Luggage, Footwear etc.), and
25% Accessories.
It is evident from the responses and the subsequent tabulation that consumers, on an average,
frequently shop for products in the following descending order: Clothing, Accessories, Others and
Groceries.

Interpretation:
Of the consumers approached, 100 people agreed to fill in the questionnaire and this
specific question. This question is aimed at identifying the products consumers shop for frequently
at retail outlets. The product categories laid before the respondent are the result of observation and
interview. By analyzing the responses to this question, I the researchers, as well as companies, can
identify the main attractions of products and services offered.
The high number of responses indicate that a large number of consumers visit retail outlets for
groceries. Approx. One-third of the respondents indicated that they visit retail outlets to purchase
Clothes.

To the retail stores, the above tabulated responses lead to a very important result. Groceries is the
fastest moving consumer good. Retail outlets that provide groceries and apparels can see a higher
rate of turnover and sales volume.

Q.7) What is the main purpose of Purchase?

Particulars No. of respondents

Personal usage/consumption 71
To Gift 19
Any other pl. Specify 10
Total 100
Interpretation:
No. of respondent
From the above table we
can conclude that the major Personal
uses/consumpti
numbers of respondents of 71% 80
on, 71
personal usage, 19% to gift and 70
remaining 10% any other. 60
50
40
30
To Gift, 19
20
Any other
10
0

Q.8) Who you prefer to go in Big Bazaar with?

Particulars No. of respondents

Family members 28
Spouse 13
Friends 55
Others 4
Total 100

No. of customers
60
Friends , 55
50

40

30 Family members,
No. of customers
28
20
Spouse , 13
10
Others , 4
0
FAMILY MEMBERS SPOUSE FRIENDS OTHERS

Interpretation:
From the above study 28% of respondents from Family, 13% of respondents from Spouse
and 55% of respondents from Friends and remaining 4% are others.
Q.9) Which mall you like the most in the city?

Particulars No. of respondents

Big Bazaar 72
P&M 15
Patna Central 12
UFO 1
Total 100

No. of respondents
80
Big Bazaar
70

60

50

40

30

20 P&M
Patna Central
10
UFO
0
Big Bazaar P&M Patna Central UFO
No. of respondents 72 15 12 1

Interpretation:

From the survey it is observed the 72% of respondents for Big Bazaar, 15% of
respondents for P & M, 12% of respondents for Patna Central and only 1% of respondents are
UFO.
Q.10) How do you rate the pricing of products at Big Bazaar?

Particulars No. of Respondents

Expensive 09
Competitive 21
Affordable 36
Reasonable 34
Total 100

No. of Respondents

Reasonable

Affordable

Competitive

Expensive

0 5 10 15 20 25 30 35 40

Expensive Competitive Affordable Reasonable

No. of Respondents 9 21 36 1.2

Interpretation:

From the above study 09% of respondents from Expensive, 21% of respondents from
Competitive and 36% of respondents from Affordable 34% of respondents from Reasonable.
Q.11) How often do you ask for Assistance from store staff in selecting
you purchase?

Particulars No. of respondents

Almost always 22
Frequently 30
Sometimes 40
Never 8
total 100

NO. OF RESPONDENTS
45
Sometimes, 40
40

35
Frequently, 30
30

25 Almost always, 22
20

15

10 Never, 8

0
Almost always Frequently Sometimes Never
No. of respondents 22 30 40 8

Interpretation:

From the above data, we decide that 22% of the customers take assistance from staff
always, whereas 30% take help frequently, 40% have taken assistance sometimes, and 8% will not
depend on others. From the collected data, we can say that the minority of the customers take
assistance from the store staff sometimes.
Q.12) Are you aware with Big Bazaar own brands?

Items No.
Food Bazaar 40 Dj & C Food
Tasty Treat 25 35% Bazaar
40%
Dj & C 35
Total 100 Tasty
Treat Food Bazaar
25%
Tasty Treat
Dj & C

Data: Awareness about Big

Consumers approached were asked if they
were aware about the Big Bazaar own brands as
Bazaar own Brands
Food Bazaar, Tasty treat, Dj &C etc.

Analysis:
From the table, and pie chart depicted above, the awareness about big bazaar own brands
in the consumers is evident. Of the 100 respondents who answered the questionnaire, 40 replied
that they were aware about Food Bazaar 25 were aware about Tasty treat and 35 were aware about
Dj & C brand.

Interpretation:
This question is aimed at the awareness in customers about the Big Bazaar own brands.
The object is also to analyze how to increase awareness about the Big Bazaar own Brands among
consumers. By analyzing the responses to this question, I the researchers, as well as companies,
can identify the awareness about the big bazaar own brands among consumers. This indicates that
although most consumers are aware about the big bazaar brands Food Bazaar brands are more
popular than other brands.
Q.13) Are you satisfied with Big Bazaar own brands (e.g. Tasty
Treat)?

Details No. of respondents Satisfaction with Big Bazaar brands

YES 65
NO 35

NO 35
Data:
Consumers approached were 65
YES
asked about their satisfaction level
0 10 20 30 40 50 60 70
with the Big Bazaar own Brands. This
question was answered by 100 consumers.

Analysis:

From the table, and pie chart depicted above, the satisfaction level among the customers
about Big Bazaar own brands of the 100 respondents who answered the questionnaire, 65 replied
yes that they were satisfied with the big bazaar brands and there were 35 people who were not
satisfied with big bazaar brands.

Interpretation:

Of the consumers approached, 100 people agreed to fill in the questionnaire and this
specific question. This question is aimed at satisfaction level among the customers for big bazaar
brand. By analyzing the responses to this question, I the researchers, as well as companies, can
identify that many customers are satisfied with the own brand of big bazaar.

From the tabulated data depicted above and responses of the consumers, we can see that to promote
own brand we should advertise more and packaging can be made more attractive.
Q.14) How is your overall experience in Big Bazaar?

Particulars No. of respondents

Excellent 63
No. of respondence
Good 27
Poor 10
Poor
Total 100 10%

Excellent
Good Good
27%
Excellent Poor
Interpretation: 63%

From the above data, we decide that

63%of the customers overall experience in Big
Bazaar is excellent, 27% of the customers
overall experience is Good and only 10% of customers overall experience is poor. From this we
can decide that, the overall customer satisfaction level is good.

Q.15) Would you visit Big Bazaar again?

Particulars No. of respondents

Sure 85 No. of respondents
May be, Never, 3%,
May be 12 12%,
Never 3
Total 100 Sure
May be
Never
Interpretation:
Sure, 85%,
From the above table we can conclude
that the major numbers of respondents 85% of
the respondents say sure, 12% of the respondents say May be, 3% of the respondents say Never.
Q.16) Do you suggest any one to shop at Big Bazaar?

Particulars No. of respondents

Yes 85
No 15
Total 100

85
90
80
70
60
yes
50
40 No
30 15
20
10
0
suggest any one to shop at big bazaar
yes 85
No 15

Interpretation:

From the above table we can conclude that the major numbers of respondents Yes, 85%,
which comprises of 15% of the No.
Q.17) In which area of operation at Big Bazaar improvement is
needed?
Area of improvement in operations
Detail No.
Cashier Speed 45
Staff Knowledge 45
30
Waiting Time Management 25
Total 100
30
25

Data:

Consumers were asked to answered that

0
in which operation they want improvement at CASHIER SPEED STAFF KNOWLEDGE WAITING TIME
MANAGEMENT
Big Bazaar. The objective of this question is to
understand the improvement area at Big Bazaar.

Analysis:

From the table, and pie chart depicted above, the distribution of the consumers is evident.
Of the 100 respondents who answered the questionnaire,45% customers need improvement in
Cashier speed 30% are not satisfied with the staff knowledge about the product 25% thought
waiting process management is not good at Big Bazaar.

Interpretation:

By analyzing the responses to this question, I as, a researcher, as well as companies, can
identify the improvement areas in operations at Big Bazaar.

Appropriate decisions can be made keeping these numbers in mind.

• We should increase the no. of cashiers at least on Wednesday Bazaar, Weekends, Monthly
Bachat Bazaar.

• Secondly, we can increase sources of entertainment to manage the waiting process

management, we can play good songs so that customers are not irritated during waiting.
Q.18) How do you suggest to Big Bazaar Management to making
present Big Bazaar to more attractive?

Particulars No. of respondents

To maintain quality products 45
Reasonable prices 25
Giving more offers and discounts 25
convenience 5
Total 100

Convenience No. of respondents

5%

Giving more offers To maintain

and discounts quality products
25% 45% To maintain quality products
Reasonable prices
Giving more offers and discounts
Convenience
Reasonable prices
25%

Interpretation:

From the study it is observed that 45% of respondents for to maintain quality products,
25% of respondents Reasonable Prices, 10% of respondents in Every month, 25% of respondents
for Giving more of offers and discounts, 5% respondents for convenience.
Q.19) Mention your satisfaction level for following elements
1. Highly satisfied
2. Satisfied
3. Neither satisfied nor dissatisfied
4. Dissatisfied
5. Highly dissatisfied

Elements 1 2 3 4 5

1. Location ( ) ( ) ( ) ( ) ( )
2. Operating time ( ) ( ) ( ) ( ) ( )
3. Parking facility ( ) ( ) ( ) ( ) ( )
4. Cleanness of store ( ) ( ) ( ) ( ) ( )
5. Spacious shop floor ( ) ( ) ( ) ( ) ( )
6. Easy to locate product ( ) ( ) ( ) ( ) ( )
7. Quality product ( ) ( ) ( ) ( ) ( )
8. Promotion offers ( ) ( ) ( ) ( ) ( )
9. Price of the product ( ) ( ) ( ) ( ) ( )
10.Staff helpfulness ( ) ( ) ( ) ( ) ( )
11.Flexibility in payment
mode ( ) ( ) ( ) ( ) ( )
12.Return of value for
money ( ) ( ) ( ) ( ) ( )
1. Location:

Satisfaction level No. of respondents

Highly satisfied 25
Satisfied 10
Neither satisfied nor dissatisfied 60
Dissatisfied 4
Highly dissatisfied 1
Total 100

Satisfaction level based on Location

70
60
60

50

40

30 25
Satisfaction level based on Location
20
10
10 4
1
0
HIGHLY SATISFIED NEITHER SATISFIED HIGHLY
SATISFIED SATISFIED DISSATISFIED
NOR
DISSATISFIED

Interpretation:
From the above data, we decide that 25% of the customers satisfaction level is highly
satisfied on the basis of location of Big Bazaar, 10% of the customers satisfaction level is satisfied
on the basis of location of Big Bazaar, 60% of the customers satisfaction level is neither satisfied
nor dissatisfied, 5% of the customers satisfaction level is dissatisfied and in the customers no one’s
satisfaction level is highly dissatisfied.

2. Operating time:
Satisfaction level No. of customers
Highly satisfied 10
Satisfied 50
Neither satisfied nor dissatisfied 27
Dissatisfied 10
Highly dissatisfied 3
 SATISFACTION LEVEL BASED ON OPERATING TIME
Highly dissatisfied, Highly satisfied,
3% 10%
Dissatisfied, 10%

Neither satisfied
nor dissatisfied,
27%

Satisfied, 50%

Interpretation:
From the data above specified, 10% of customers are highly satisfied, 50% of the customers
are satisfied, 27% of the customers are neither satisfied nor dissatisfied, 10% of the customers are
dissatisfied, 3% of the customers are highly dissatisfied on the basis of operating time.

3. Parking facility:
Satisfaction level No. of customers
Highly satisfied 30
Satisfied 56
Neither satisfied nor dissatisfied 6
Dissatisfied 7
Highly dissatisfied 1
Total 100
 Satisfaction level based on Parking facility
60% 56%

50%

40%
30%
30%
Satisfaction level based on
20% Parking facility

10% 6% 7%
1%
0%
Highly Satisfied Neither Dissatisfied Highly
satisfied satisfied nor dissatisfied
dissatisfied

Interpretation:
from the data above specified, 30% of customers are highly satisfied, 56% of the customers
are satisfied, 6% of the customers are neither satisfied nor dissatisfied, 7% of the customers are
dissatisfied, 1% of the customers are highly dissatisfied on the basis of parking facility.

4. Cleanness of Store:
Satisfaction level No. of customers
Highly satisfied 36
Satisfied 22
Neither satisfied nor dissatisfied 32
Dissatisfied 12
Highly dissatisfied 0
Total 100
 Satisfaction level based on Cleanness of store
40%
35%
30%
25%
20% 36%
32%
15%
22% Satisfaction level based on
10%
12% Cleanness of store
5%
0% 0%

Interpretation:
from the data above specified, 36% of customers are highly satisfied, 22% of the customers
are satisfied, 32% of the customers are neither satisfied nor dissatisfied, 12% of the customers are
dissatisfied, 0% of the customers are highly dissatisfied on the basis of Cleanness of store.

5. Spacious Shop Floor:

Satisfaction level No. of customers

Highly satisfied 9
Satisfied 25
Neither satisfied nor40
dissatisfied
Dissatisfied 20
Highly dissatisfied 6
Total 100
 Satisfaction level based on Spacious shop
floor

40%
40%
25%
30% 20%
20% 9% 6%
10%
Satisfaction level based on
0% Spacious shop floor

Interpretation:
From the data above specified, 9% of customers are highly satisfied, 25% of the customers
are satisfied, 40% of the customers are neither satisfied nor dissatisfied, 20% of the customers are
dissatisfied, 6% of the customers are highly dissatisfied on the basis of Spacious shop floor.

6. Easy to Locate Product:

Satisfaction level No. of customers

Highly satisfied 80
Satisfied 8
Neither satisfied nor dissatisfied 3
Dissatisfied 9
Highly dissatisfied 0
Total 100
 Satisfaction level based on Easy to locate
product
0%
3%
9%

8% Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied
80%

Interpretation:

From the data above specified, 80% of customers are highly satisfied, 8% of
the customers are satisfied, 3% of the customers are neither satisfied nor dissatisfied,
9% of the customers are dissatisfied, 0% of the customers are highly dissatisfied on
the basis of Easy to locate the product.

7. Quality of Products:

Satisfaction level No. of customers

Highly satisfied 2
Satisfied 80
Neither satisfied nor dissatisfied 10
Dissatisfied 8
Highly dissatisfied 0
Total 100
 Satisfaction level based on quality of
products
80%
80%
70%
60%
50%
40%
30%
20% 10% 8% Satisfaction level based on
10% 2% 0% quality of products
0%

Interpretation:
From the data above specified, 2% of customers are highly satisfied, 80% of the customers
are satisfied, 10% of the customers are neither satisfied nor dissatisfied, 8% of the customers are
dissatisfied, 0% of the customers are highly dissatisfied on the basis of Quality of products.

8. Promotion Offers:

Satisfaction level No. of customers

Highly satisfied 20
Satisfied 60
Neither satisfied nor dissatisfied 18
Dissatisfied 2
Highly dissatisfied 0
100
 Satisfaction level based on Promotion offers
70% 60%
60%
50%
40%
30% 20% 18%
20% Satisfaction level based on
Promotion ofers
10% 2% 0%
0%

Interpretation:
From the data above specified, 20% of customers are highly satisfied, 60% of the customers
are satisfied, 18% of the customers are neither satisfied nor dissatisfied, 2% of the customers are
dissatisfied, 0% of the customers are highly dissatisfied on the basis of Promotion Offers.

9. Price of The Product:

Satisfaction level No. of customers

Highly satisfied 4
Satisfied 90
Neither satisfied nor dissatisfied 3
Dissatisfied 0
Highly dissatisfied 3
Total 100
 Satisfaction level based on Price of the
product
90%
90%
80%
70%
60%
50%
40%
30%
20% Satisfaction level based on Price
4% 3% 0 3%
10% of the product
0%

Interpretation:
From the data above specified, 4% of customers are highly satisfied, 90% of the customers
are satisfied, 3% of the customers are neither satisfied nor dissatisfied, 0% of the customers are
dissatisfied, 3% of the customers are highly dissatisfied on the basis of Price of the product.

10. Staff Helpfulness:

Satisfaction level No. of customers

Highly satisfied 52
Satisfied 8
Neither satisfied nor dissatisfied 25
Dissatisfied 12
Highly dissatisfied 3
Total 100
 Satisfaction level based on Staff helpfullness
HIGHLY DISSATISFIED 3%

DISSATISFIED 12%

NEITHER SATISFIED NOR

DISSATISFIED
25%

SATISFIED 8%

HIGHLY SATISFIED 52%

0% 10% 20% 30% 40% 50% 60%

Interpretation:

From the data above specified, 52% of customers are highly satisfied, 8% of
the customers are satisfied, 25% of the customers are neither satisfied nor
dissatisfied, 12% of the customers are dissatisfied, 3% of the customers are highly
dissatisfied on the basis of staff helpfulness.

11. Flexibility in Payment Mode:

Satisfaction level No. of customers

Highly satisfied 10
Satisfied 80
Neither satisfied nor dissatisfied 7
Dissatisfied 3
Highly dissatisfied 0
Total 100
 Satisfaction level based on Flexibility in payment
Highly dissatisfied mode Dissatisfied
0% 3%
Neither satisfied nor Highly satisfied
dissatisfied 10%
7%

Satisfied
80%

Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied

Interpretation:
From the data above specified, 10% of customers are highly satisfied, 80% of the customers
are satisfied, 7% of the customers are neither satisfied nor dissatisfied, 3% of the customers are
dissatisfied, 0% of the customers are highly dissatisfied on the basis of Flexibility in Payment
mode.

12. Return of Value for Money:

Satisfaction level No. of customers

Highly satisfied 5
Satisfied 60
Neither satisfied nor dissatisfied 35
Dissatisfied 0
Highly dissatisfied 0
Total 100
 Satisfaction level based on Return of value of
money
70%
60%
60%
50%
40% 35%

30% Satisfaction level based on

20% Return of value of money
5%
10%
0% 0%
0%
Highly Satisfied Neither Dissatisfied Highly
satisfied satisfied nor Dissatisfied
dissatisfied

Interpretation:
From the data above specified, 5% of customers are highly satisfied, 60% of the customers
are satisfied, 35% of the customers are neither satisfied nor dissatisfied, 0% of the customers are
dissatisfied, 0% of the customers are highly dissatisfied on the basis of Return of Value for Money.
Chapter No. – 05
CONCLUSION
Chapter No. – 05

CONCLUSION

 The report reveals that there is huge scope for the growth of organized retailing and
improvement of Big Bazaar Store in Patna city.

 With the changing lifestyle, modernization and westernization there exists a huge scope
for the growth of Big Bazaar store and is therefore a threat to unorganized retailing.

 Big Bazaar store are able to provide almost all categories of items related to food, health,
beauty products, clothing & footwear, durable goods so it become quite easier for the
customer to buy from one shop and hence is a convenient way of shopping when compared
to unorganized retailing.

 Aggressive Marketing is the key to increasing the market share in this area, since the market
has a lot of potential both in terms of untapped market.

Findings:
From the responses of 100 customers the findings can be listed as:

 As per the findings, all are having the awareness of Big Bazaar. We can say that Big Bazaar
have good place in the minds of the customers.
 As per the findings 65% of male customers are come to Big Bazaar for shopping.
 The customers who were mainly age group of 18-40 years are shopping at Big Bazaar.
 It has been found that the Majority of the Respondents come to know about the Big Bazaar
through Friends/Relatives References and Advertisements only. So, we can say that the
word of mouth and advertisements are plays a very important role when customers
shopping at Big Bazaar.
 As per findings, Majority of the Respondents are visits Big Bazaar once in a week. By this,
we can say that most of the customers are coming to Big Bazaar regularly.
 As per findings, Majority of the Respondents are purchasing for the Purpose of Personal
use/consumption only.
 As per findings, Majority of the respondents are interested to shopping at Groceries.
 Most of customers are prefer to come to Big Bazaar with friends, and customers are
motivating by them at purchase.
 Majority of the respondents are interested to visit Big Bazaar when compare to other malls.
  As per the findings, majority of the customers choose the Big Bazaar for availability of
products as well as reasonable prices.
 Majority of the customers are rate for affordable pricing in Big Bazaar.
 As per findings, most of the customers prefer to shop in Big Bazaar for offers & discounts.
 As per findings, most of the respondents are taking assistance from the store staff during
purchase period. We can say that customers take assistance from store staff when they
shopping in Big Bazaar.
 As per the findings, majority of the customers are satisfied with the value of their money
provided by Big Bazaar.
 As per findings, overall experience of the respondents is found to be Excellence as started
by 12% of the Respondents, and Good by 60% of the Respondents, very few rated as poor.
 As per findings, most of the customer’s opinion is to revisit the Big Bazaar.
 As per findings, Majority of the Respondents are recommended to others for shopping in
Big Bazaar.
 As per findings, as much as 45% of the Respondents to suggest the Big Bazaar to maintain
good quality in products.

Suggestions:
An attempt has been made to suggest to the Big Bazaar a few measures. These suggestions
have been made within the preview of the data available.
 The company must go for some more promotional activities rather than TV, advertisement,
hoarding and newspapers.

 The company has to conduct the periodical meetings with customers and take their valuable
suggestions.

 The company may adopt policy of discounts cards and gifts to customers while purchasing
the products.

 Innovative efforts must be launched to improve the position through better marketing
strategies.

 Innovative packaging can give a company an advantage over competitors.

 The store staff should be trained adequately so as to “convince” the Potential buyers,
because his performance on jobs has great impact on sale of a product.

 Most of the customers belongs to age group of 18-40 years. So, company has to concentrate
more on those people to enhance the sales.

 Moreover, the company has to concentrate more on the customers of age group of 22-37
years to enhance the sales.
 Allowing more space between the entrance of a store and a product gives it more time in
the shopper’s eye as he or she approaches it. It builds a little visual anticipation.
 The number of trial rooms available at BIG BAZAAR is very less as compared to the
number of people coming. This usually results in long queues and waiting by customers.
 Install more full-length mirrors inside the store so as to assist the customers to make better
purchase decisions.
 Play light music inside the store to make the shopping a pleasurable experience.
 They can also exhibit their new line of clothing through events like fashion shows.
 Baskets should be scattered throughout the store, wherever shoppers might need them.
Many customers don’t begin seriously considering merchandise until they have browsed a
bit.
BIBLIOGRAPHY

Text Books

Consumer Behavior: Albert J. Dells Bittas

Consumer Behavior: David L. Loudon

Principles of Marketing: Philip Kotler

Marketing Management: Philip Kotler

Research Methodology: M.V. Kulkarni

Websites:

www.consumerbehavior.com

www.bigbazaar.com

www.panthalone.com

www.futuregroup.com

www.futurebytes.com

www.pantaloon.com

www.retailindia.com
 APPENDIX

Questionnaire:

(The information furnished by the respondent is strictly for Academic purpose only)
Dear Respondent, as a part of research, a survey is taken up to study the Consumer
Behavior towards the Big Bazaar. Kindly provide the following information.

NAME: OCCUPATION:

AGE: Below 18 18-40 40-60 Above 60

GENDER: Male/ Female EDUCATION: LOCATION:

1) How you came to know about Big Bazaar?

a) Electronic media
b) Word of mouth
c) Print media
d) Hoarding

2) How often do you shop?

a) Once a week
b) Fortnightly
c) Once a month

3) Why do you shop at Big Bazaar?

a) Quality
b) Offer
c) Price
d) Easy Availability of Product
4)What do you mostly shop at the Big Bazaar stores?
a) Clothing
b) Accessories
c) Groceries
d) Others (specify)
5) what is the main purpose of purchase?
a) Personal Usage / consumption
b) To Gift
c) Any other

6) You prefer to go in Big bazaar with

a) Family members
b) Spouse
c) Friends
d) Others

7) Which mall you like the most in the city

a) Big Bazaar
b) P &M
c) Patna Central
d) UFO

8) How do you rate the pricing of products at Big Bazaar?

a) Expensive
b) Competitive
c) Affordable
d) Reasonable

9) How often do you ask for Assistance from store staff in selecting your Purchase?
a) Almost Always
b) Frequently
c) Sometimes
d) Never

10) Are you aware of Big Bazaar own brands?

a) Food Bazaar
b) Tasty Treat
c) Dj &C

11) Are you satisfied with Big Bazaar own brands (e.g Tasty Treat)?

a) Yes
b) No

12) How is your overall experience in Big Bazaar?

a) Excellent
b) Good
c) Poor

13) Would you visit Big Bazaar again?

a) Sure
b) May be
c) Never

14) Do you suggest any one to shop at Big Bazaar?

a) Yes
b) No

15) In which area of operation at Big Bazaar improvement is needed?

a) Cashier Speed
b) Staff Knowledge
c) Waiting Time Management

16) How, do you suggest to Big Bazaar management to making present Big Bazaar
to more attractive?
a) To maintain quality products
b) Reasonable prices
c) Giving more offers and discounts
d) Convenience

17) Mention your satisfaction level for following elements

1. Highly satisfied
2. Satisfied
3. Neither satisfied nor dissatisfied
4. Dissatisfied
5. Highly dissatisfied

Elements 1 2 3 4 5

1. Location ( ) ( ) ( ) ( ) ( )
2. Operating time ( ) ( ) ( ) ( ) ( )
3. Parking facility ( ) ( ) ( ) ( ) ( )
4. Cleanness of store ( ) ( ) ( ) ( ) ( )
5. Spacious shop floor ( ) ( ) ( ) ( ) ( )
6. Easy to locate product ( ) ( ) ( ) ( ) ( )
7. Quality product ( ) ( ) ( ) ( ) ( )
8. Promotion offers ( ) ( ) ( ) ( ) ( )
9. Price of the product ( ) ( ) ( ) ( ) ( )
10. Staff helpfulness ( ) ( ) ( ) ( ) ( )
11. Flexibility in payment
mode ( ) ( ) ( ) ( ) ( )
12. Return of value for
money ( ) ( ) ( ) ( ) ( )

Date……… Signature……….

Thank you