MAJOR PROJECT REPORT SUBMITTED TOWARDS THE PARTIAL FULFILLMENT

OF

BACHELOR OF BUSINESS ADMINISTRATION

MAJOR PROJECT REPORT ON

A Study on competitive analysis between different retail stores in India

Batch: 2017-2020

Submitted By: Project Guide:

Rashmi Aggarwal Dr. Saranleen Kaur

43120601717 Designation: Assistant

BBA 3rd year

Trinity Institute Of Professional Studies

Affiliated To Guru Gobind Singh Indraprastha University, New Delhi

 DECLARATION

I hereby declare that the following documented project report titled “A study on competitive
analysis between different retail stores in India” is an original and authentic work done by me
for the partial fulfillment of Bachelors of Business Administration degree program.

I hereby certify that all the Endeavour put in the fulfillment of the task are genuine and original
to the best of my knowledge and I have not submitted it earlier elsewhere.

Signature:

Rashmi Aggarwal

BBA 3rd year 1st shift

43120601717
 CERTIFICATE

TO WHOM SO EVER IT MEY CONCERN

This is to certify that the project work “A study on competitive analysis between different
retail stores in India” made by Rashmi Aggarwal, BBA, 3rd year, 43120601717 is an
authentic work carried out by her under guidance and supervision of Dr. Saranleen Kaur.

The project report submitted has been found satisfactory for the partial fulfillment of the degree
of Bachelor of Business Administration.

Project Supervisor

Signatue
Dr. Saranleen Kaur
 ACKNOWLEDGEMENT

It is in particular that I am acknowledging my sincere feeling towards my mentors who

graciously gave me their time and expertise.

They have provided me with the valuable guidance, sustained efforts and friendly approach. It
would have been difficult to achieve the results in such a short span of time without their help.

I deem it my duty to record my gratitude towards Dr. Saranleen Kaur who devoted her precious
time to interact, guide and gave me the right approach to accomplish the task and also helped me
to enhance my knowledge and understanding of the project.

Signature:
Rashmi Aggarwal
43120601717
BBA
3RD year 6th semester 1st shift
 TABLE OF CONTENT

CHAPTER PARTICULARS PAGE

NO.
1. Introduction 1-30
1.1 Introduction about the Industry
1.2 Company profile
1.3 Swot analysis

2. Literature review & Hypothesis 30-35

3. Research Methodology 35-40

3.1 Research objective of the study
3.2 Research design
3.3 Data collection
3.4 Sampling Design
3.5 Sampling Instrument

4. Data processing 40-55

Analysis of the problem study

Interpretation of the result

 Findings 56

 Limitations 57
 Conclusion & Recommendation 58-59

 Bibliography 60

 Annexure 61-63
CHAPTER- 1
INTRODUCTION
1.1 INTRODUCTION ABOUT RETAIL INDUSTRY:-

India has one of the largest numbers of retail outlets in the world. Of the 12 million retail outlets
present in the country, nearly 5 million sell food and related products. Thought the market has
been dominated by unorganized players, the entry of domestic and international organized
players is set to change the scenario.

Organized retail segment has been growing at a blistering pace, exceeding all previous estimates.
According to a study by Deloitte Haskins and Sells, organized retail has increased its share from
5 % of total reytail sales in 2006 to 8%in 2007. The fastest growing segments have been the
wholesale cash and carry stores (150 per cent) followed by supermarkets (100 per cent) and
hypermarkets (75-80 per cent ). Further, it estimates the organized segment to account for 25 per
cent of the total sales by 2011.

India retail industry is the largest industry in India, with an employment of around 8% and
contributing to over 10% of the country’s GDP. Retail industry in India is expected to rise 25%
yearly being driven by strong income growth, changing lifestyles, and favourable demographic
patterns.

It is expected that by 2016 modern retail industry in India will be worth US$ 175-200 billion.
India retail industry is one of the largest growing industries with revenue expected in 2007 to
amount US$ 320 billions and is increasing at a rate of 5% yearly. A further increase of 7-8% is
expected in the industry of retail in India by growth in consumerism in urban areas, rising
incomes, and steep rise in rural consumption. It further been predicted that the retailing industry
in India will amount to US$ 21.5 billion by 2010 from the current size of US$ 7.5 billion.
Shopping in India has witnessed a revolution with the change in the consumer buying behavior
and the whole format of shopping also altering. Industry of retail in India which has become
modern can be seen from the fact that there are multi- stored malls, huge shopping centers, and
sprawling complexes which offer food, shopping, and entertainment all under the same roof.

Driven by changing lifestyles, strong income growth and favourable demographic patterns,
Indian retail is expanding at a rapid pace. The challenges facing the Indian organized retail stores
are various and these are stopping the Indian retail industry from reaching its full potencial.
Trained manpower shotage is a challenge facing the organized retail sector in India. The Indian
government have allowed 51% FDI in the India retail sector to one brand shops only.
1.2 BIG BAZAAR COMPANY PROFILE:-

INTRODUCTION:-

Big Bazaar is the largest hypermarket chain in India. Big Bazaar was launched in September,
2001 with the opening of its first four stores in Kolkatta, Indore, Bangalore and Hyderabad in 22
days. Currently there are 160 stores across 95 cities and towns in India covering around 16
million sq.ft. of retail space. It was started by Kishore Biyani. Big Bazaar was launched mainly
as a fashion format selling apparel, cosmetics, accessories and general merchandise. Over the
years, the retail chain has included in its portfolio a wide range of products and services, ranging
from grocery to electronics.

Big Bazaar is propularly known as the’ Indian Wal-mart’ today. Most Big Bazaar outlets are
multi-leveled stores and are located in stand-alone buildings in city centre as well as within
shopping malls. These stores have more than 2,00,000 stock keeping units (SKU) in a wide range
of categories, led primarily by fashion and food products. The retail space of these stores in the
metros range between 50,000 and 1,60,000 sq.ft.
Big Bazaar has divided India into three segments:-

1. India One:- Consuming class which includes upper middle and lower middle class (14%
of India’s population).
2. India Two:- Serving class which includes people like drivers, household helps, office
peons, liftmen, watchmen, etc. (55% of India’s population).
3. India Three:- Struggling class (remaining 31% of India’s population).

While Big Bazaar is targeted at the population across India Onr and India Two segments,
Aadhaar Wholesale is aimed at reaching the population in India Three segment. With this, Future
Group emerged as a retail destination for consumers across all classes in the Indian society.
HISTORY:-
Big Bazaar was founded in 2001 by Kishore Biyani, the founder and chief executive officer
(CEO) of the parent company, the Future Group.

Indian actress Asin and the former captain of Indian cricket team, Mahendra Singh Dhoni have
previously endorsed for the fashion vertical of Big Bazaar.

About Big Bazaar Hyper mart

Chain of Retail stores in India
Parent Group Future Group
Outlets Over 100
Founder Kishore Biyani (CEO)
Founded 2001
Headquater Jogeswari, Mumbai
Industry Retail
website www.bigbazaar.com
COMPANY’S VISION:-

“ Future Group shall deliver everything, everywhere and every time for every customer in the
most profitable manner”.

COMPANY’S MISSION:-

 We share the vision and believe that our customers and stakeholders shall be served only
by creating and executing the future scenarios in the consumption space leading to
economic development.
 We will be the trendsetters in evolving delivery formats.
 Creating retail reality.
 Making consumption affordable for all customers segments for classes and for masses.
 We shall infuse Indian brands with confidence and renewed ambition.

TAGLINE:-

“NAYE INDIA KA BAZAAR”

Marketing Techniques used by Big Bazaar:

 Value Pricing (Every Day Low Pricing): Big Bazaar promises consumers the
lowest available price without coupon clipping, waiting for discount promotions, or
comparison shopping.
 Promotional Pricing: Big Bazaar offers financing at low interest rate. The concept of
psychological discounting (Rs. 99, Rs. 49, etc.) is used as promotional tool. Big
Bazaar also caters on Special Event Pricing (Close to Diwali, Gudi Padva, Durga
Pooja, Independence day, Republic day etc.)
 Differentiated Pricing: Time pricing, i.e., difference in rate based on peak and non-
peak hours or days of shopping is also a pricing technique used in Indian retail, which
is aggressively used by Big Bazaar.
 Bundling: Selling combo-packs and offering discount to customers. The combo-
packs add value to customer.
 Brand Image: “Is se sasta aur accha kahin nahi” Nothing captures the spirit of Big
Bazaar better than this one line. It is a simple statement and yet it positioned at the top
of Indian customers mind. It shows that big bazaar was built on the foundation of
entrepreneurship and simplicity. They believe in service and value for the customers.
They consider that it is their only duty to keep customer in mind at every step; they
go that extra mile and buy directly from source in bulk so that they can getbest rates
by keeping the margin low.
  Merchandise:-

Main objective of the store layout is to maximize the interface between customers and
merchandise. It provides easy accessibility to the customers to view the offerings of the store.
Layout of the store has been strategically designed in order to make effective use of
merchandise and passage to draw customers’ attention on store’s offerings Big Bazaar has a
wide range of merchandise they have both branded and unbranded products like -

 Home lien items: Like bed sheets, pillow covers, carpets to kitchen utility items like
steel utensils and crockery and other minor utility items required in a house.
 Electronic items: Like refrigerator, T.V, vacuum cleaner, music system, vacuum
cleaner, washing machine. Etc.
 Mobile Zone: A wide range of mobile phones and accessories is available at lowest
possible price.
 Furniture: All kind of furniture is available that one may require decorating the
house.
 Star Sitara: In this section all kinds of cosmetic items are made available.
 Opticians: In this section all brands and types fashion glasses are available.
 Men Ladies and kids wear: This section includes fashion and casual wear for men
ladies and kids both branded and unbranded.
 Foot wear: In this section footwear for men women and kids is made available.
 Music: A wide collection of CDs DVDs is made available.
 Toys: All kinds of toys for children are available.
 Stationary: All kind of office stationery and stationery forschool going kids is
available

Different Retail Marketing Schemes Offered By Big Bazar:

 Exchange offer: A new offer came in from Big Bazaar, to exchange your old goods
for coupons which one can reimburse with goods.
 Sabse Sasta Din: On the ‘Republic Day’ and ‘Independent Day’ have special offer
for ordinary Indians with Big Bazaar’s mega sales festival, ‘Sabsa Sasta Din’. No
event before had influenced a day’s routine of thousands of people in different parts
of the country like this sales festival.
 Wednesday Bazaar: Big Bazaar has introduced a ‘Wednesday Bazaar’ concept
called “Hafte Ka Sabse Sasta Din”. The aim, according to the chain, is to give
homemakers the power to save the most and even the stores in the city don a fresh
look to make customers feel that it is their day. The Wednesday Bazaar also offers
clothes, accessories and fashion jewellery and personal care products.
 Monthly Bachat Bazaar: Big bazaar has scheme of ‘Monthly Bachat Bazaar’ at the
starting of every month, its start from date 1 to 8, it’s the time when most of the
working people get their salaries, so big bazaar take good advantage of grabbing these
salary by giving this scheme. This offer is on food and beverages. Most of working
people buys food and beverages for whole month during these days.
 Special offer before college or school start: Big Bazaarprovide special offer when
there is time of starting schools, give special offer or discount on stationery items and
for college going students provide special offer on apparel like jeans, t-shirt etc., on
foot ware, bags, etc., In Big bazaar in store offer on different product is going on the
whole year.
 Sampling of new product: Big Bazaar arranges a sampling stall for a new product
coming into market to introduce. Customers can test those new items on free of cost
and if they like it then make purchase of it. In short customers can trail a new product.
Big bazaar has tie up with those products so that this can be possible. Big Bazaar has
provided sampling for Nescafe, nimbooz, 7 up a new product of PepsiCo, act to pop
corn etc.
RELIANCE FRESH COMPANY’S PROFILE:-

Reliance Fresh is the convenience store format which part of the retail business of Reliance
Industries of India which is headed by Mukesh Ambani. Reliance plans to invest in excess of Rs
250000 crores 4 years in their retail division. The company alredy has in excess of 560 reliance
fresh outlets across the country. These stores sell fresh fruits and vegetables, staples, groceries,
fresh juice bars and dairy products.

A typical Reliance Fresh store is approximately 3000-4000 square feet and caters to a catchment
area of 2-3 km. Reliance Fresh was the first foray into retailing by the $ 25 billion behemoth
known as Reliance Industries Limited. There were three basic reasons for Reliance Industries
Limited (RIL) choosing foods and vegetables for entering into retailing.

First, it wanted to go after the very core of the great Indian retail opportunity. Food accounted for
over two-thirds of the $ 200 billion Indian Retail market and yet, it had seen hardly any
penetration by modern retail so far.

Second, its aim was to build a high-profitability business and food was perhaps the best place to
start.

Third, the grossly inefficient food supply chain provided a well resourced and well managed
organization like RIL with an opportunity to think of amending the flaws which would also make
business sense. In the traditional supply chain in India, there were several intermediaries, who
added their respective profit margin to the cost.

Besides, there was huge wastage in transit. This offered potential for savings and profits and
Reliance Fresh was a step in that direction.
Reliance Fresh is the convenience store format which forms a part of Reliance Retail Ltd (RRL)
of its parent company, Reliance Industries Ltd (RIL). RRL was set up in the year 2006 to lead
Reliance Group's foray into organised retail.
Presently, it has grown into an organisation that caters to millions of customers, thousands of
farmers and vendors. Based on its core growth strategy of backward integration, RRL has made
rapid progress towards building an entire value chain starting from the farmers to the end
consumers.
Reliance Fresh now operates 1,691 stores across the country. These stores sell fresh fruits and
vegetables, staples, groceries, fresh juice, bars and dairy products. In addition, RRL has also
ventured into the retail optics business and has opened about 100 stores in India in a partnership
with GrandVision and it also owns the iStore, which is a one-stop-shop for all Apple products
and services.
HISTORY:-
Reliance fresh started its journey in 2006 with the opening of its first Reliance Fresh store.
Today Reliance Retail operates 621 Reliance Fresh and Reliance Smart stores and sells over 200
metric tonnes of fruits and over 300 metric tonnes of vegetables every day. Reliance Fresh is
India’s leading neighbourhood retail chain, synonymous with freshness and savings. With the
three core promises of fresh Hamesha, Available Hamesha, and Savings Hamesha, Reliance
Fresh is a one-stop-shop for fresh shopping, fresh savings and fresh happiness.
TYPE SUBSIDIARY
Industry Retail
Founded 2006, 14 years ago
Founder Mukesh Ambani
Headqurters Mumbai, India
Area served Worldwide
Parent Reliance Industries Limited
Website Relianceretail.com
COMPANY’ VISION:-

Vision is to generate inclusive growth and prosperity for farmers, vendor parners, small
shopkeepers and consumers, Reliance fresh, a subsidiary of RIL, was set up to lead Reliance
Group’s foray into organized retail.

Since its inception in 2006, Reliance fresh has grown into an organization that caters to
millions of customers, thousands of farmers and vendors. Based on its core growth strategy
of backward integeration, Reliance fresh has made rapid progress towards building an entire
value chain starting from the farmers to the end consumers.

COMPANY’S MISSION:-

Its mission is to delight the customers every visit. Reliance fresh will continue to provide
unprecedented value to customers across all its formats and stores. Its mission is to grow
through value creation.

TAGLINE:-

“Aapki khushi humari khushi”.

 PRODUCT RANGE:-

 Vegetables and fruits: This is the specially of the store as they provide fresh fruits
and vegetables and a lower rate than the market price.
 Household items: In the store one will get all the household items required
sometimes they maybe of a slight higher price but reliance fresh assure quality of
these items.
 Food and Beverages: In this area of product line reliance fresh stocks all the
premium brand of food, and beverages it also sells its own brand of food and
beverages in their stores and also supplies their private label to retail stores.
 Groceries: In this sector reliance fresh is promoting its private label as they are
promoting their own brand and they do the packaging of the product and then labels it
privately and then sells it at a premium as compared to the loose items.
 Dairy products: The dairy products in some location are procured from the farmers
themselves and at some places it is procured by the manufacturer. One can get variety
of dairy products in these stores.
 Refrigerated products: This product line is dominated by the brands available in the
market and very less private labeling is done.
 Non-Food items: Here we get many petty non food items at a premium than market
price.
SHOPPERS STOP COMPANY PROFILE:-

The foundation of Shoppers’ Stop was laid on October 27, 1991 by the K. Raheja group of
companies, one of India’s biggest hospitality and real estate players. The Group crossed yet
another milestone with its lifestyle venture-Shoppers Stop. With its immense expertise in the
service industry and creditability, Shoppers Stop today boasts of 27 retail outlets across the
country and is planning to spread its wings with futuristic expansion plans to meet the challenges
of the retail industry. A benchmark for the Indian retail industry to follow, Shoppers Stop has
progressed from a single brand shop to a Fashion and Lifestyle stores for the families. Soppers
Stop is a household name, known for its superior quality products, services and above all, a
complete shopping experience.

Shoppers Stop was the first to redefine shopping experience and creating a niche for itself in the
service industry. As India’s first specialty chain with outlets in Mumbai, Banglore, Delhi,
Hyderabad, Jaipur, Chennai, Shoppers Stop offers a complete range of garments and accessories
for the entire family. More than 25,000 customers walk into Shoppers Stop everyday to feel the
experience of shopping. Andheri was the first store to be opened I n India. The initiative of this
store was taken by B.S.Nagesh at a time when the concept of retail industry was just coming into
the market. As on today, the current investors in Shoppers Stop are ICICI, IL&FS investments
and Zodiac clothing. Their combined shareholding in Shoppers Stop is 19% while 79% is held
by Raheja Group & balance 2% is held by its employees.
HISTORY:-

Shopper Stop Ltd was incorporated as a private limited company on June 16, 1997 and later was
converted into a public limited company on October 6, 2003 under companies Act. Prior to its
incorporation two of its existing stores at Mumbai and Banglore were run by a division of Ivory
Properties & Hotels Limited (IPHL) under the brand named Shopper’s Stop. Soon after it’s
incorporation, IPHL executed a conducting agreement which give it a right to participate in
running the departmental stores.

Type Public
Industry Retail
Founded 1991
Headquarters Mumbai,India
Area served India
Services Departmental store
Parent K Raheja Group
Website www.shoppersstop.com
COMPANY’S VISION:-

To be a global retailer in India & maintain no. 1 position in Indian market in Department store
category.

COMPANY’S MISSION:-

To strive & achieve nothing but the best in terms of processes, practices & deliverables.

TAGLINE:-

“ Start something new”

SHOPPER’S STOP SISTER STORES :-

 CROSSWORD BOOKSTORES:- Crossword Bookstore is a chain of largest bookstores

in India with 52 branches. Shoppers Stop acquired 100 per cent stake in bookstore chain
Crossword. Crossword is positioned as a lifestyle bookstore with their spacious, well laid
out stores which encourages customers ease in browsing through the merchandise of
books, music, stationary and toys.
 HOME STOP:- Home Stop is premium home furnishing home concept store, which
offers products in home décor, furniture and accessories, bath accessories, bedroom
furnishings, mattresses, draperies, carpets, modular litchens and health equipment.
 BRIO:- Brio makes Shoppers Stop Ltd foray into food and beverage which was a step
towards “franchised coffee bars”. Brio – the café bistro is designed provides customers a
place to relax, revive and reflect. It has a classic yet sophisticated ambiance. It has 20
outlets in select cities.
 Desi Café:- Desi Café and their operations have been taken over by Café Coffee Day
(CCD) , the retail division of Amalgamated Bean Coffee Trading (ABCTL), has signed
an MOU with Shoppers Stop to run its Desi Café outlets.
 Hyper City:- Hyper City provides customers a wide variety of range of products for
shopping in a large and modern retail environment. It offers product a contemporary
range of products, sourced from both local and international markets.

 M.A.C:- M.A.C and Shoppers Stop Ltd. entered into a non exclusive retail agreement
with cosmetics major Estee Louder to open up M.A.C. Makeup-Art Cosmetics- the
professional brand of choice, is the first brand under the Estee louder Group of
companies portfolio to enter the Indian retail market.

 Arcelia:- Arcelia is a new retail concept aiming at the growing accessories and cosmetics
segment, with a strong emphasis on experience and indulgence and primarily caters to
discerning women shoppers. It retails cosmetics, fragrances, fine jewelery, footwears,
handbags.

 Mother Care:- Mother care and Shoppers Stop come together to introduce products for
infant and toddler care which stocks a variety of products for mother and babies, toddlers
and children till eight years of age with the focus being on style, function and safety.

 Nuance Group:- Nuance Group with Shoppers Stop makes an entry into airport
retailing. The alliance is marked with a joint venture with The Nuance Group AG of
Switzerland, the world’s leading airport retailer. Shoppers Stop is handling the retail
operations at the duty free zones in international terminals.
1.3 SWOT ANALYSIS
SWOT ANALYSIS OF BIG BAZAAR:-

STRENGTH:-

 Better understanding of customers helping the company to serve them better.

 Vast range of product under one roof helping in attracting customers and their family to
shop together and enjoy the experience.
 Benefit of early entry into the retail industry.
 Diversified business operating all over India in various retail formats.
 Affordability for middle class.
 Quality, choice and convenience.
 Strong presence in local market (high brand equity).
 Attractive promotional offers.
 Good branding and advertising by also roping in celebrity brand ambassadors.
 Good infrastructure.
 One stop shop for variety of products, increasing customers time and available choices.

WEAKNESSES:-

 Not known globally and restricted to the Indian market only.

 No different game plan according to divergent people, their lifestyle, their tastes and
budgets in India.
 High cost of operation due to large fixed costs.
 Very thin margin of profit.
 High attrition rate of employee.
 Low perception among consumers.
 Supply chain Bootlenecks (fragmented markets).
 Less availability of stock.
 Unable to meet store opening target so far.
 Falling revenue per square feet.
 Employees need more training in handling esteemed customers.
Opportunities:-

 Lot of potential in rural market.

 Can expand the business in smaller cities as there is a lot of opportunity.
 Can enter into products due to its in depth understanding of customer’s
tastes and preferences.
 To expand globally by tie-ups.
 Entering into high premium segment.
 Opportunity to expand into financial services catering to huge segment.
 Co-branding and franchising for faster growth.
 ONE STOP concept unknown yet.
 Evolving customer preferences in recent years.

THREATS:-

 High business risk involved.

 Lot of competitors coming up to tap the market potential.
 Margin of business reducing all the time.
 Future Bazaars debt can cause financial problems.
 Low priced brand perceived to be low quality in Indian consumers mind.
 Unorganized retail market.
 Government policies.
 Customers may lose their trust on the company due to supply of sub-
standard products.
SWOT ANALYSIS OF RELIANCE FRESH:-

STRENGTH:-

 Reliance is the first into this unorganized sector of vegetables and fruits. According to
them its intentions to have 100% farm fresh foods in their new retail stores.
 Over 60 per cent of the floor space has been dedicated to fresh fruits and vegetables, the
rest to other food products like staples, spices, bakery, etc.
 Most of the staples are under its own private label brand-‘ Reliance Select’.
 Reliance does contract framing which is beneficial to them.
 Reliance fresh has a network of 1600 channels in the villages from where they directly
purchase the vegetables and fruits.
 Also Reliance fresh has a strong financial back up.
 Ambience of the Reliance fresh is not like the hypermarket in West, which follows liner
layout. It includes a traditional bazaar like environment, where the most Indian feel
comfortable.
 Huge promotional activities undertaken to ensure enough footfall and infrastructure.
 High Brand Equity.
 The customers trust retail chains with equity of the product. They feel food products of
Reliance fresh will have no adulteration. This quality is not assured in a kirana store.

WEAKNESS:-

 There is poor inventory control is not properly managed by the staff

 The staff needs to be more qualified and more aware about the products available in the
store.
 There is no parking area provided by reliance fresh for customers to park their vehicles.
 Staff takes more time in billing.
 The Fruits and vegetables are not always fresh.
 Store unable to meet growing consumer demand, general perception of consumer.
 Depend on distribution channel of brands for products like FMCG.
  Lack of strong supply chain like other big player.
 Perception among consumers

OPPORTUNITIES:-

 Reliance wants to build a high- profitability business and food is, perhaps, the best
venture to start. That is because the Indian food supply chain is grossly inefficient.
 There are several intermediaries, each of whom adds his own profit margin to the cost.
Besides, there is huge wastage in transit. This offers potential for savings and profits.
 The supply chain already has been backed by few hundred farmers the number is
estimated to touch million in next five years. The main aim of the reliance is to eliminate
the intermediaries in sector and reduce the cost.
 Early entry in Indian retail.
 Organized retail and evolving consumer preferences.
 Targeting area more prone to developments and global expansion.
 In-store experience improvements.

THREATS:-

 This model is engineered to clock a faster turnover of inventory- Reliance expects

consumers to visit the store at least twice a week for their top-up groceries.
 Unlike global retailers who operates on thin margins, Reliance retail is looking at a fairly
high-margin business model.
 They also have a threat from the existing supermarkets which provides all the services to
its customers. For example Big Bazaar and Sahakari bhandar also operation cost of these
retail stores is too high.
 Government policies like complex sales and excise policies.
 Unorganized retail and lowering margins.
 Burgeoning real estate prices which leads to high rentals.
SHOPPERS STOP SWOT ANALYSIS:-

STRENGTH:-

 It has strong domestic presence with 50+ stores in India.

 Shoppers Stop has become highest benchmark for retail industry.
 Loyal customer base with more than 750,000 first citizen members.
 Increasing footfalls and conversion rates.
 Management team is strongly established as well as skilled labor force.

WEAKNESSES:-

 It has lesser promotional strategies on both ATL and BTL level compared to global
leaders.
 It always follows low risk strategy in business or entering into new segment.

OPPERTUINTIES:-

 Big opportunity to enter into new geographies nationally.

 Foreign players see it as preferred partner for making investment in India.
 It could enter into Hypercity- high retail value category.

THREATS:-

 Due to global slowdown consumers purchase power has reduced for top high value
brands.
 Increasing brand awareness among consumers across all socio-economic classes.
 CHAPTER-2

LITERATURE REVIEW AND HYPOTHESIS

LITERATURE REVIEW :-

Indian retail sector has become one of the most powerful and fast growing markets in the world.
This growth influences the attitude of the Indian customers and marketing approach of the
companies. These features have been discussed in this section.

Barry Berman and Joel R Evans gave an overview on the impact of Retailing on the economy
.They stated that retailing is a major part of U.S. and world commerce. According to them Retail
sales and employment are vital economic contributors and retail trends often mirror trends in a
nation‘s overall economy. According to the Department of Commerce, annual U.S. retail store
sales exceed $4 trillionrepresenting one-third of the total economy. Telephone and mail-order
sales by non store retailers, vending machines, direct selling, and Web generate hundreds of
billions of dollars in addition to yearly revenues, and apart from this the other services like
personal consumption expenditures on financial, medical, legal, educational etc account for
another several hundred billion dollars in annual retail revenues. Outside the United States, retail
sales are several trillions of dollars per year.

Michael Levy and Barton Weitz in the book ‗Retailing Management‘ have tried to know how
retailing has become an important economic activity. The book titled ‗Retailing Management‘ is
definitely a different form of commentary on ‗Retailing Operations‘ especially in the modern
and the Western World. The book discusses different facets of retailing strategies as they are
useful for developing the retail markets especially in a growing economy. In this book the
authors have tried to find out the reasons of growth of modern retailing, different retail format,
and multichannel retailing as a method of operating in a competitive market. From the author‘s
point of view there is a great change in the consumer behaviour which isinfluencing the pattern
of retailing and their strategies. The consumers have changed not only in terms of perception,
choices and ideas and identities but also their modes of buying have significantly varied. These
changes in the formats of retailing cannot convince the consumers as to why they should buy the
particular product from a particular retail outlet. The change in the formats of branding i.e. from
manufacturing brand to retail branding or private labeling has also proved to be of a limited
impact. Therefore new methods of promotion especially attracting and retaining consumer,
changes in the POP display system are being introduced. The buying system have changed, so
does the buying methods and promotional methods also have changed. The retailers have tried to
introduce new pricing strategy and the retail communication has become a more important aspect
of retail management in the modern world.

Dunne M. Patrick and Lufsch F. Robert gave a analyzed view that Customer Services include
the activities the retailer performs that influence 1. The case with which a potential customer can
shop or learn about the store‘s offerings 2. The case with which a transaction can be completed
once the customer attempts to make a purchase 3. The customer‘s satisfaction with the product
after the purchase. These three elements are the pre-transaction, transaction, post-transaction
components of customer services.
 HYPOTHESIS

HYPOTHESIS-1

H1- There is a significant difference between age of the respondents and preference towards
shopping from retail stores.
H0- There is no significant difference between age of the respondent and preference towards
shopping from retail stores.

Correlations
age- Can_you_prefer
of_the_respond _shopping_from
ents _Retail_stores
age-of_the_respondents Pearson Correlation 1 .570**
Sig. (2-tailed) .000
N 50 50
Can_you_prefer_shopping_f Pearson Correlation .570** 1
rom_Retail_stores Sig. (2-tailed) .000
N 50 50
**. Correlation is significant at the 0.01 level (2-tailed).

There is positive correlation between age of the respondent and preference of consumers
towards retail stores. The value of level of significance is 0.01 which is less than 5%. Hence
it is an alternate hypothesis and there exists a relationship between variable and the
research.

HYPOTHESIS-2

H1- There is a significant difference between gender of the respondents and frequency of visiting
a retail stores.
H0- There is no significant difference between gender of the respondent and frequency of
visiting a retail stores.
 One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
gender_of_the_respondents 50 1.6400 .48487 .06857
frequency_of_visiting_a_reta 50 1.6200 .85452 .12085
il_store

One-Sample Test
Test Value = 0
95% Confidence Interval of the
Difference
t df Sig. (2-tailed) Mean Difference Lower Upper
gender_of_the_respondents 23.917 49 .000 1.64000 1.5022 1.7778
frequency_of_visiting_a_retail 13.405 49 .000 1.62000 1.3771 1.8629
_store

There is a positive correlation between gender of the respondents and frequency of

consumers to visit a retail store. The value of level of significance is 0.00 which is less than
5%, hence we accept alternate hypothesis and reject null hypoyhesis.
 CHAPTER-3

RESEARCH METHODOLOGY
 3.1 OBJECTIVE OF THE STUDY:-
 To find out how retail stores work in India.
 To analyze the market performance of retail stores in India.
 To know the consumer preference towards the retail stores.
 To find out strategies of different retail stores to attract customers.
 To understand competition analysis among different retail stores in India.
3.2 RESEARCH DESIGN:-

Type of Research Design:-

It is a Descripitive Research because this type of research comprises of surveys and

fact findings. The main purpose of this research does description of state of affairs already
exists.

3.3 SOURCES OF DATA COLLECTION:-

Two types of data were taken into consideration i.e., primary data and secondary data.
But major emphasis was given on gathering primary data. The secondary data was used
only to supplement the primary and make things clear.
1) Primary Data :- The collection of data for this source includes personal interview of
people by the filling of questionnaire.
2) Secondary Data :- In this study the secondary data is collected from the
following:

Sources:

 Primary data
Questionnaire
 Secondary data
Website, Magzines, Journals etc.
3.4 SAMPLING DESIGN:-

Population:-
The population interviewed in the research is general public who buys product from retail
stores in Delhi.
Sample Size:-
The sample size covered during the research is of 50 respondents.
Sampling Area:-
The sampling element of the research is public who buys products from retail stores in
New Delhi only.
Sampling Technique:-
suitability for the availability of information and which has a substantial share in the
stores in India.
3.5 SAMPLING INSTRUMENT:-
Questionnaire is used for collecting data from respondents.
Number of Questions:-
Questionnaire consists of 18 questions.
Types of Questions:-
 Open ended questions
 MCQ questions
 Rating scale
 CHAPTER- 4

DATA ANALYSIS AND INTERPRETATION

 Table no.4.1

gender_of_the_respondents
Cumulative
Frequency Percent Valid Percent Percent
Valid Male 18 36.0 36.0 36.0
Female 32 64.0 64.0 100.0
Total 50 100.0 100.0


Data Interpretation :-

In the above table it is clear that 36% of the respondents are male whereas 64% of the respondents are
females .

 


 Table no.4.2

age-of_the_respondents
Cumulative
Frequency Percent Valid Percent Percent
Valid Below 25 12 24.0 24.0 24.0
25-45 20 40.0 40.0 64.0
46-65 12 24.0 24.0 88.0
Above 65 6 12.0 12.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 24% of the respondents are below 25 years of age, 40% of respondents are
between 25-45, 24% are between 46-65, whereas 12% of the respondents are above 65 years of age .
 Table no.4.3

maritial_status_of_the_respondents
Cumulative
Frequency Percent Valid Percent Percent
Valid Married 29 58.0 58.0 58.0
Unmarried 19 38.0 38.0 96.0
Other 2 4.0 4.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 58% of the respondents are married, 38% of respondents are unmarried,
whereas 4% of the respondents are from other category.
 Table no.4.4

Can_you_prefer_shopping_from_Retail_stores
Cumulative
Frequency Percent Valid Percent Percent
Valid Yes 35 70.0 70.0 70.0
No 15 30.0 30.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 70% of the respondents prefer to go to retail stores for shopping, whereas
30% of the respondents did not prefer to go to retail stores for shopping.
 Table no.4.5

frequency_of_visiting_a_retail_store
Cumulative
Frequency Percent Valid Percent Percent
Valid Once in a month 29 58.0 58.0 58.0
Once in fifteen days 13 26.0 26.0 84.0
Once in a week 6 12.0 12.0 96.0
Regularly 2 4.0 4.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 58% of the respondents visit a retail store once in a month, whereas 26% of
the respondents visit once in a week, 12% of the respondents visit once in fifeteen days and 4% of the
respondents visit regularly.
 Table no.4.6
from_which_retail_store_you_prefer_to_shop
Cumulative
Frequency Percent Valid Percent Percent
Valid Big Bazaar 20 40.0 40.0 40.0
Shopper Stop 9 18.0 18.0 58.0
Reliance Fresh 16 32.0 32.0 90.0
Any other 5 10.0 10.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 40% of the respondents prefer to shop from Big Bazaar, whereas 18% prefer
to shop from Shopper Stop and 32% prefer to shop from Reliance Fresh and 10%of the respondents prefer to
shop from other stores.
 Table no.4.7

What_attracts_you_more_to_visit_retail_store
Cumulative
Frequency Percent Valid Percent Percent
Valid Price 10 20.0 20.0 20.0
Product Offerings 18 36.0 36.0 56.0
Product Quality 13 26.0 26.0 82.0
Employee Behaviour 4 8.0 8.0 90.0
others 5 10.0 10.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 20% of the respondents visit a retail store because of its price, whereas 36%
of the respondents visit because of product offering, 26% because of product quality, 8% because of employee
behaviour and 10% of the respondents visit a retail store because of some other reasons.
 Table no.4.8
type_of_product_usually_purchase_in_retail_stores
Cumulative
Frequency Percent Valid Percent Percent
Valid Vegetables & Fruits 10 20.0 20.0 20.0
Groceries 16 32.0 32.0 52.0
Household items 15 30.0 30.0 82.0
Dairy Products 2 4.0 4.0 86.0
Food & Beverage 7 14.0 14.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 20% of the respondents go to retail stores for purchasing vegetab les & fruits,
whereas 32% of the respondents go to purchase groceries, 30% of the respondents go to purchase household
items, 4% go to purchase dairy products, and 14% of the respondents go to purchase food & beverages.
 Table no.4.9
retail_stores_having_wide_range_of_products
Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly Agree 10 20.0 20.0 20.0
Agree 16 32.0 32.0 52.0
Neutral 16 32.0 32.0 84.0
Disagree 5 10.0 10.0 94.0
Strongly Disagree 3 6.0 6.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 20% of the respondents strongly agree that retail stores have wide range of
products, whereas 32% of the respondents agree, 32% of the respondents are neutral, 10% are diagree and 6%
of the respondents are strongly disagree that retail stores have wide range of products.
 Table no.4.10
what_time_you_prefer_to_go_to_Retail_store
Cumulative
Frequency Percent Valid Percent Percent
Valid Morning 14 28.0 28.0 28.0
Evening 13 26.0 26.0 54.0
Night 23 46.0 46.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 28% of the respondents prefer to go to retail stores in the morning hours,
whereas 26% of the respondents prefer to go in the evening hours, and 46% of the respondents prefer to go to
retail stores in the night.
 Table no.4.11
availability_of_product_in_retail_stores_are_good
Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly Agree 10 20.0 20.0 20.0
Agree 15 30.0 30.0 50.0
Neutral 19 38.0 38.0 88.0
Disagree 4 8.0 8.0 96.0
Strongly Disagree 2 4.0 4.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 20% of the respondents strongly agree that availability of products are good in
retail stores , whereas 30 % of the respondents agree, 38% of the respondents are neutral, 8% are diagree and
4% of the respondents are strongly disagree that retail stores have availability of products.
 Table no 4.12
retail_stores_having_good_performance_and_quality
Cumulative
Frequency Percent Valid Percent Percent
Valid Big Bazaar 21 42.0 42.0 42.0
Shopper Stop 8 16.0 16.0 58.0
Reliance Fresh 17 34.0 34.0 92.0
Other 4 8.0 8.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 42% of the respondents feels that Big Bazaar have good performance and
quality , whereas 16% of the respondents feels that Shopper Stop have good performance and qualty, 34% of
the respondents feel that Reliance Fresh have good performance and quality, and 8% of the respondents feels
that other stores have good performance and quality.
 Table no.4.13
retail_store_having_more_reasonable_prices
Cumulative
Frequency Percent Valid Percent Percent
Valid Big Bazaar 17 34.0 34.0 34.0
Shopper Stop 8 16.0 16.0 50.0
Reliance Fresh 21 42.0 42.0 92.0
Other 4 8.0 8.0 100.0
Total 50 100.0 100.0

Data Interpretation :-

In the above table it is clear that 42% of the respondents feels that Big bazaar have more reasonable prices,
whereas 16% of the respondents feels that Shopper Stop have more reasonable prices, 42% of the respondents
feels that Reliance fresh have more reasonable prices,and 8% of the respondents feels that others have more
reasonable prices.
 Table no.4.14
retail_store_providing_more_convenience_for_shopping
Cumulative
Frequency Percent Valid Percent Percent
Valid Big Bazaar 21 42.0 42.0 42.0
Shopper Stop 7 14.0 14.0 56.0
Reliance Fresh 17 34.0 34.0 90.0
Other 5 10.0 10.0 100.0
Total 50 100.0 100.0

Data Interpretation :-
In the above table it is clear that 42% of the respondents feels that Big bazaar provides more convenience for
shopping needs, whereas 14% of the respondents feels that Shopper Stop provides more convenience for
shopping, 34% of the respondents feels that Reliance fresh provides more convenience for shopping,and 10%
of the respondents feels that others provides more convenience for shopping.
 Table no.4.15
retail_store_having_satisfactory_employee_behaviour
Cumulative
Frequency Percent Valid Percent Percent
Valid Big Bazaar 21 42.0 42.0 42.0
Shopper Stop 7 14.0 14.0 56.0
Reliance Fresh 17 34.0 34.0 90.0
Other 5 10.0 10.0 100.0
Total 50 100.0 100.0

Data Interpretation :-
In the above table it is clear that 42% of the respondents feels that Big bazaar have more satisfactory employee
behaviour, whereas 14% of the respondents feels that Shopper Stop have more satisfactory employee
behaviour , 34% of the respondents feels that Reliance fresh have more satisfactory employee behaviour ,and
10% of the respondents feels that others provides have more satisfactory employee behaviour .
 Table no.4.16
recommend_others_to_shop_from_retail_stores
Cumulative
Frequency Percent Valid Percent Percent
Valid Yes 30 60.0 60.0 60.0
No 20 40.0 40.0 100.0
Total 50 100.0 100.0

Data Interpretation :-
In the above table it is clear that 30% of the respondent recommend others to shop from a particular retail store
, whereas 20% of the respondents did not recommend others to shop from a particular retail store.
 Table no.4.17
retail_stores_having_more_knowledgable_and_experienced_staff
Cumulative
Frequency Percent Valid Percent Percent
Valid Big Bazaar 20 40.0 40.0 40.0
Shopper Stop 10 20.0 20.0 60.0
Reliance Fresh 15 30.0 30.0 90.0
Other 5 10.0 10.0 100.0
Total 50 100.0 100.0

Data Interpretation :-
In the above table it is clear that 40% of the respondents feels that Big bazaar have more knowlegable and
experienced staff, whereas 10% of the respondents feels that Shopper Stop have more knowlegable and
experienced staff , 30% of the respondents feels that Reliance fresh have more knowledgable and experienced
staff,and 10% of the respondend feels that others have more knowledgable and experienced staff .
 Table no.4.18
retail_store_providing_more_personal_attention_to_the_customers_
Cumulative
Frequency Percent Valid Percent Percent
Valid Big Bazaar 17 34.0 34.0 34.0
Shopper Stop 9 18.0 18.0 52.0
Reliance Fresh 20 40.0 40.0 92.0
Other 4 8.0 8.0 100.0
Total 50 100.0 100.0

Data Interpretation :-
In the above table it is clear that 34% of the respondents feels that Big bazaar provides more personal attention
to the customers, whereas 18% of the respondents feels that Shopper Stop provides more personal attention ,
40% of the respondents feels that Reliance fresh Stop provides more personal attention ,and 8% of the
respondend feels that other provides more personal attention to the customers .
 FINDINGS
 36% of the respondents are male whereas 64% of the respondents are females .
 24% of the respondents are below 25 years of age, 40% of respondents are between 25-45, 24% are
between 46-65, whereas 12% of the respondents are above 65 years of age.
 58% of the respondents are married, 38% of respondents are unmarried, whereas 4% of the respondents
are from other category.
 70% of the respondents prefer to go to retail stores for shopping, whereas 30% of the respondents did
not prefer to go to retail stores for shopping.
 58% of the respondents visit a retail store once in a month, whereas 26% of the respondents visit once
in a week, 12% of the respondents visit once in fifeteen days and 4% of the respondents visit
regularly.
 40% of the respondents prefer to shop from Big Bazaar, whereas 18% prefer to shop from Shopper
Stop and 32% prefer to shop from Reliance Fresh and 10%of the respondents prefer to shop from
other stores.
 20% of the respondents visit a retail store because of its price, whereas 36% of the respondents visit
because of product offering, 26% because of product quality, 8% because of employee behaviour and
10% of the respondents visit a retail store because of some other reasons.
 20% of the respondents go to retail stores for purchasing vegetab les & fruits, whereas 32% of the
respondents go to purchase groceries, 30% of the respondents go to purchase household items, 4% go
to purchase dairy products, and 14% of the respondents go to purchase food & beverages.
 20% of the respondents strongly agree that retail stores have wide range of products, whereas 32% of
the respondents agree, 32% of the respondents are neutral, 10% are diagree and 6% of the respondents
are strongly disagree that retail stores have wide range of products.
 28% of the respondents prefer to go to retail stores in the morning hours, whereas 26% of the
respondents prefer to go in the evening hours, and 46% of the respondents prefer to go to retail stores
in the night.
 20% of the respondents strongly agree that availability of products are good in retail stores , whereas 30
% of the respondents agree, 38% of the respondents are neutral, 8% are diagree and 4% of the
respondents are strongly disagree that retail stores have availability of products.
 42% of the respondents feels that Big Bazaar have good performance and quality , whereas 16% of the
respondents feels that Shopper Stop have good performance and qualty, 34% of the respondents feel
that Reliance Fresh have good performance and quality, and 8% of the respondents feels that other
stores have good performance and quality.

 42% of the respondents feels that Big bazaar have more reasonable prices, whereas 16% of the
respondents feels that Shopper Stop have more reasonable prices, 42% of the respondents feels that
Reliance fresh have more reasonable prices,and 8% of the respondents feels that others have more
reasonable prices.
 42% of the respondents feels that Big bazaar provides more convenience for shopping needs, whereas
14% of the respondents feels that Shopper Stop provides more convenience for shopping, 34% of the
respondents feels that Reliance fresh provides more convenience for shopping,and 10% of the
respondents feels that others provides more convenience for shopping.

 42% of the respondents feels that Big bazaar have more satisfactory employee behaviour, whereas
14% of the respondents feels that Shopper Stop have more satisfactory employee behaviour , 34% of
the respondents feels that Reliance fresh have more satisfactory employee behaviour ,and 10% of the
respondents feels that others provides have more satisfactory employee behaviour .
 30% of the respondent recommend others to shop from a particular retail store , whereas 20% of the
respondents did not recommend others to shop from a particular retail store.

 40% of the respondents feels that Big bazaar have more knowlegable and experienced staff, whereas
10% of the respondents feels that Shopper Stop have more knowlegable and experienced staff , 30%
of the respondents feels that Reliance fresh have more knowledgable and experienced staff,and 10%
of the respondend feels that others have more knowledgable and experienced staff .
 34% of the respondents feels that Big bazaar provides more personal attention to the customers,
whereas 18% of the respondents feels that Shopper Stop provides more personal attention , 40% of the
respondents feels that Reliance fresh Stop provides more personal attention ,and 8% of the respondend
feels that other provides more personal attention to the customers .
 LIMITATIONS

 Limited area is covered for doing this research work.

 Respondents were giving answer to the questions that were written on the questionnaire, but
efforts were made to get more and more information.
 The respondents were not paying proper attention while filling the questionnaire.
 Some of the respondents were not aware about some questions, so they were not to present
their views.
 There were some time constraints, as people were busy in their own work.
 CONCLUTION

From the research we can conclude that retail stores in India have very vast scope and people prefer
to buy products from retail stores. Most of the activities carried out at retail stores are very important
to attract customers, make pleasant environment, make the shopping experience satisfactory. Retail
stores in India have very wide range of products and have different types of offerings that attracts
customers to visit the retail stores. According to my research customer preference towards Big
Bazaar is more as comparision to Shoppers Stop,Reliance Fresh and other stores. Consumers mostly
prefer to shop in retail stores and that to mostly in night hours. Among Big Bazaar, Shopper Stop and
Reliance fresh and other stores the netter employee behaviour, quality of product and performance
are maintained properly. Availability of products are also good in each retail stores but Big Bazaar
did better than other competitive stores and that’s why prefered by most of the consumers.

Retail stores in India is doing a great job and have a scope to do much better in near future as
well . It is very clear from the research that if consumers are satisfied with the employee
behavior and other facilities provided by the retail stores they recommend others to buy product
from that particular store. Convienence is also one of the major aspects that attract consumers to
come to the store again and again. There is a scope and need to improve some of the criteria of
retail stores in India.
 BIBLIOGRAPHY

www.wikipidea.com

www.academia.edu

http://www.scribd.com
ANNEXURE
 QUESTIONNAIRE

Name (optional):

Gender:

(a)Male (b)female

Educational Qualification:-

Age:-

a)Below 25 b) 25-45 c) 46-65 d) Above 65

Maritial status:

a) Married b) Unmarried c) other

1) Can you prefer shopping from retail stores:

a) YES b) NO

2) What is your frequency to visit a retail store:

a) Once in a month b) Once in fifteen days c) Once in a week d) Regularly

3) From which retail store do you prefer to shop more:

a) Big Bazaar b) Shopper Stop c) Reliance Fresh d) Any other

4) What attracts you more to visit retail stores:

a) Price b) Product offerings c) Product quality d) Employee Behaviour e) other

5) What type of products do you usually purchase in retail stores:

a) Vegetables & fruits b) Groceries c) Household items d) Dairy products

e) Food & beverages

6) Retail stores have wide range of products:

a) Strongly Agree b)Agree c) Neutral d) Disagree e)Strongly Disagree

7) At what time do you prefer to go to retail stores:

a)Morning b)Evening c) Night

8) Do you think that availability of products in retail stores are good:

a) Strongly Agree b) Agree c) Neutral d) Disagree e) Strongly Disagree

9) Which retail store meets your expectations in terms of performance and quality:

a) Big Bazaar b) Shoppers Stop c) Reliance Fresh d) other

10) According to you which retail store provide more reasonable prices:

a) Big Bazaar b) Shopper Stop c) Reliance Fresh d) other

11) Which one from retail store provide more convience for all your shopping needs:

a) Big Bazaar b) Shoppers stop c) Reliance Fresh d) other

12) Which retail store’s employee behavior is more satisfactory:

a) Big Bazaar b) Shopper Stop c) Reliance Fresh d) other

13) Would you recommend others to shop from retail stores:

a) YES b) NO
14) Which retail stores staff have more knowledge and experience in terms of their products:

a) Big Bazaar b) Shopper Stop c) Reliance Fresh d) Other

15) Which retail store provides more personal attention to the customers:

a) Big Bazaar b) Shoppers Stop c) Reliance Fresh d) Other