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INDUSTRY PROFILE

Retail is India’s largest industry, accounting for over 10 percent of the country’s GDP

and around 8 percent of the employment. Retail industry in India is at the crossroads. It has

emerged as one of the most dynamic and fast paced industries with several players entering the

market. But because of the heavy initial investments required, break even is difficult to achieve

and many of these players have not tasted success so far. However the future is promising; the

market is growing, government policies are becoming more favorable and emerging technologies

are facilitating operations.

Retailing in India is gradually inching its way toward becoming the next boom industry.

The whole concept of shopping has altered in terms of format and consumer buying behavior,

ushering in a revolution in shopping in India. Modern retail has entered India as seen in

sprawling shopping centers, multi-stored malls and huge complexes offer shopping,

entertainment and food all under one roof. The Indian retailing sector is at an inflexion point

where the growth of organized retailing and growth in the consumption by the Indian population

is going to take a higher growth trajectory. The Indian population is witnessing a significant

change in its demographics. A large young working population with average age of 24 years,

nuclear families in urban areas, along with increasing working-women population and emerging

opportunities in the services sector are going to be the key growth drivers of the organized retail

sector in India.

KLE’S BBA COLLEGE CHIKODI Page 1

COMPANY PROFILE

Mr. Kishore Biyani CEO, Future Group.


Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail

formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in

Mumbai (Bombay), the company operates over 16 million square feet of retail space, has over

1000 stores across 73 cities in India and employs over 30,000 people.

The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a

uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch

and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and

Central, a chain of seamless destination malls. Some of its other formats include Brand Factory,

Blue Sky, AFL, Top 10 and Star and Sitara. The company also operates an online

portal, futurebazaar.com.

Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India)

Limited. This entity has been created keeping in mind the growth and the current size of the

company’s value retail business, led by its format divisions, Big Bazaar and Food Bazaar.

The company operates 152 Big Bazaar stores, 170 Food Bazaar stores, among other formats, in

over 70 cities across the country, covering an operational retail space of over 6 million square

feet. As a focussed entity driving the growth of the group's value retail business, Future Value

Retail Limited will continue to deliver more value to its customers, supply partners, stakeholders

and communities across the country and shape the growth of modern retail in India.

A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-

format home solutions store, Collection i, selling home furniture products and eZone focused on

catering to the consumer electronics segment.

Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire

Indian consumption space.


http://www.futurebazaar.com/

Big Bazaar

Big Bazaar is a chain of shopping malls in India currently with 152 outlets, owned by the

Pantaloon Group. It works on same the economy model as Wal-Mart and has had considerable

success in many Indian cities and small towns. The idea was pioneered by entrepreneur Kishore

Biyani, the head of Pantaloon Retail India Ltd.

Big Bazaar stores in Metros have a gaming area and kids play area for entertainment.

Cities where stores are located

Agra Ahmadabad Allahabad Ambala Asansol

Bangalore Bhubaneswar Belgaum Chennai Coimbatore

Palakkad Kolkata Delhi Durgapur Ghaziabad

Gurgaon Hyderabad Indore Lucknow Kanpur

Mangalore Mumbai Nagpur Nasik Panipat

Pune Rajkot Surat Thane Thiruvananthapuram

Vishakhapatnam

Big Bazaar is not just another hypermarket. It caters to every need of customer’s family.

Where Big Bazaar scores over other stores is its value for money proposition for the Indian

customers.

At Big Bazaar, customer will definitely get the best products at the best prices -- that’s what Big

Bazaar guarantee. With the ever increasing array of private labels, it has opened the doors into

the world of fashion and general merchandise including home furnishings, utensils, crockery,

cutlery, sports goods and much more at prices that will surprise customer. And this is just the

beginning. Big Bazaar plans to add much more to complete customers shopping experience to

find out where customer can shop at the Big Bazaar closest to customer.


VISION & MISSION

VISION

Future group shall deliver everything, everywhere, every time for every Indian consumer

in the most profitable manner.

MISSION

We share the vision and belief that our customers and stakeholders shall be

served only by creating and executing future scenarios in the consumption space leading to the

economic development.

We will be the trendsetters in evolving delivery formats, creating retail realty, making

consumption affordable for all customer segments for classes and for

masses.

We shall ensure that our positive attitude, sincerity, humanity and united determination

shall be the driving force in making us a success.


ORGAZATION CHARTS


Store Manager Asst Store Manager Dept ManagerAsst DM Team Leader Team MemberHR ManagerVisual MerchandisingAsst DM Administration MaintenanceHousekeepingInfo SecurityMarketing Sales Manager Cashier CSD

PRODUCT PROFILE

a) NBD (New Business Development)

1) Watches

2) Sunglasses

3) Auto accessories

4) Car audio systems

b) Mobile Bazaar:

1) All kinds of mobile handsets ranging

from Rs 1000 to Rs 25000 of different

companies.

2) All mobile accessories

3) All major prepaid SIM cards

4) All post paid connections

5) Cordless phones & landline phones.

c) Sitara:

1) Cosmetics

2) Fragrances

3) Herbals

4) Pharmaceuticals

d) Star

1) Bangles

2) Jewelry sets

3) Bracelets

4) Hair Accessories

5) Bindies

6) Chins


Plastics, Utensils, Crockery (PUC)

e) Plastics:

1) Buckets

2) Casseroles

3) Containers

4) Boxes

7) Jugs & sippers

8) Bottles & Mugs

f) Utensils:

1) Plates, Bowls, Glasses

2) Non stick Cookware’s

3) Kitchen Tools

4) Tiffin Boxes

g) Crockery:

1) Crockery cutlery

2) Trolleys

3) Dinner sets

4) Wine, Juice Glasses

h) Luggage:

1) Travel bags

2) Trolleys

3) School & College Bags

4) Ladies purse & bags

5) Suitcase


Apparels Department

a) Ladies Wear:

1)Ethnics

2) Accessories

3) Western wear’s

BRANDS

1)DJ&C

2)Spunk

3)Shyla

4)Shisti

5)Lee cooper

b) Men’s wear

1)Formal

2)Casual

3)Jeans

4)Accessories

BRAND

1)Lee cooper

2)Spunk

3)DJ&C

4)Shataranj

5)Knighthood

6)Buffalo


A) Footwear Department:

1) Sports shoes

2) Casual shoes

3) Formal shoes

4) Men’s sandals

5) Ladies sandals

6) Ladies casuals

7) Ladies Fancy slippers

8) Children shoes

9) Children sandals

B) Furniture Bazaar:

1) Bedroom Accessories

2) Hall Accessories ( Chairs, Tables etc)

3) Mattresses

4) Dressing Table

5) Wardrobe, Almirah etc

C)Home Linen Department:

1) Bed sheets, Bed spreads, Pillows, Pillow

covers Blanket etc

2) Towels, Napkins, Yellow duster

3) Curtains, Mats, Table mats, mosquito

nets etc

4) Carpets, Cushion covers, Razai

5) Shopping bags, Fridge covers, Washing

machine covers, woven covers, T.V covers,

Saree covers, C.D Pouch, Shoe Covers etc

BRANDS

1)Ceylon 2) Bombay Dyeing

3)Cozy living 4) Dream line

D) Home Decor:

1) Flower Vase

2) Artificial Flowers,

3) Candle stand

4) Umbrellas

5) Photo Frames

6) Frame & Wall Paintings

7) Assorted Color Stones

8) Water Falls (artificial)

9) Birthday items


Food Bazaar

A) Beverages:

1) Soft drinks

2) Mineral water

3) Health drinks

4) Fruit Juices

5) Frozen items

B) Staples Dept:

1) Dals, Rice, Wheat, Ragi etc,

2) Atta, Rava items, Sugar, Salt etc

3) Cooking Oils, Masala items

4) Dry fruits

5) Ready to cook foods & mixes

6) Spices

7) Breakfast Cereals

C)Fruits & Vegetables:

All kinds of fruits and vegetables at the

lowest prices.

E)Confectionaries:

1) All kinds of Chocolates and

2) Cakes and other sweets

D) Process Dept:

1) Health drinks

2) Ready to eat

3) Corn flakes, Chips

4) Soups, Bread items, Pickle

5) Instant mixes

6) Spreads


Home Care:

1) Phenyl, Detergents etc

2) Washing powder etc

3) Dish wash, Tissue papers

4) Scratch, Shoe cases, Fresh wrap

Electronic Bazaar

1) Televisions, DVD Players

2) Home Theatre Systems, Audio Systems

3) Refrigerators

4) Washing Machines

5) Microwave Owen

6) Mixers, Irons & Grinders

7) Computers, Laptops, Printers &

Computer accessories

8) Juicers etc


AREA OF OPERATION

The total area operation of Big Bazaar is 52000 sq ft. retailing operation contains 38000

sq ft. Most Big Bazaar stores are multi-level and are located in stand-alone buildings in city

centers as well as within shopping malls. These stores offer over 200,000 SKUs in a wide range

of categories led primarily by fashion and food products. Food Bazaar, a supermarket format was

incorporated within Big Bazaar in 2002 and is now present within every Big Bazaar as well as in

independent locations. A typical Big Bazaar is spread across around 50,000 square feet (4,600

m2) of retail space. While the larger metropolises have Big Bazaar Family centers measuring

between 75,000 square feet (7,000 m2) and 160,000 square feet (15,000 m2), Big Bazaar

Express stores in smaller towns measure around 30,000 square feet (2,800 m2). Big Bazaar has

the facility to purchase products online through its official web page, and offers free shipping on

some of their products

COMPITITATION INFORMATION

The main competitors for Big Bazaars at Belgaum

Reliance fresh

More

Local retailers.


SWOT ANALYSIS

1. Strengths

Everyday attractive discounts.

Point of purchase

Experience marketing team executive staff

Emphasis on providing total customer satisfaction

Variety of stuff under single roof

Maintain good employee-employer relationship

2. Weakness

Unable to meet store targets

Unavailability of popular brands.

3. Opportunities

Population of country is growing where the scope of market is kept on increasing for retail

sector.

Evolving consumer preference.

4. Threats

Competition from organized retail players which are in market and are emerging.

Competition from local retailers.


LEARNING EXPERENCE

The project learning experience in Big Bazaar, my experience was nice well doing project in there. I got to know there product knowledge. I learn time value when I join in the big bazaar for doing project, and I went for bazaar that time I go for very systematically wearing dress codes and id, and my topic is customer satisfaction, I learned how to behave in the organization, how to display the stock for the advertisement, and how to put the label on the product, and how to handle the customer and how to attract them, my communication skill has improved. I had interacted with customer while they having confusion about product knowledge at that time I was present there to help them. And I explained them about product knowledge, such as how to use the product, discounts, offers, etc.


PART-B

CUSTOMER SATISFACTION IN BIG BAZAAR

STATEMENT OF THE STUDY:

Satisfaction is an overall psychological state that reflects the evaluation of a relationship

between the customer/consumer and a company-environment-product-service. Satisfaction

involves one of the following three psychological elements: cognitive (thinking/evaluation),

affective (emotional/feeling), and behavioral. "Satisfaction" itself can refer to a number of

different facts of the relationship with a customer.

Objectives of a Consumers Satisfaction surveying program

In addition to a clear statement defining customer satisfaction, any successful surveying

program must have a clear set of objectives that, once met, will lead to improved performance.

The most basic objectives that should be met by any surveying program include the following:

Understanding the expectations and requirements of all your customers determining how well

your company and its competitors are satisfying these expectations and requirements developing

service and/or product standards based on your findings Examining trends over time in order to

take action on a timely basis Establishing priorities and standards to judge how well you've met

these goals.


Methodology

Sources of Data for Consumers Satisfaction

There are two types of data we have collected: 1. Primary Data & 2. Secondary Data.

Primary Data was collected from the feedback of the customers/consumers of Big Bazaar

with the help of questionnaire.

Secondary Data was collected from Internet.

Research Objectives

1. Primary Objectives:

To identify performance of store operation.

To understanding the buying behavior at Big Bazaar.

To analyze how the merchandising mix influences consumer satisfaction level.

To analyze how active Big Bazaar’s Marketing Strategies & how they attract customers.

To understand how Big Bazaar converts ‘Customers’ in ‘Consumers’.

2. Secondary Objectives:

To understand the quality of service maintained in the store.

To determine the performance of sales persons in the store.

To find out reasons of dis-satisfaction.

.


LIMITATION OF STUDY

This project report has some limitation. This report does not have any meaning over this

limitation.

The limitations are follows

1 .This report based on some selected questionnaires only and only some Customers feedback

were analyzed here.

2. This report based on the only 1 shopping mall of Belgaum.

3. This report may change with Social, Economical, and Political etc parameters.

4. This report may also change with budget constraints, market changes.


DATA ANALYSIS AND INTERPRETATION

Sampling for Consumers Satisfaction Analysis

Sample Size – 100 customers/consumers

Sample Unit – Consumers in the age group 18 to 50 years

1) Do you frequently shop at big bazaar?

Yes 92 92%No 08 08%

92%

8%

Frequency of Customer ShoppingYes No

INTERPRETATION:

Total sample size was 100. Analysis shows that among the total respondent 92% people

said that they visit and frequently shop at Big Bazaar. And 8% peoples do not frequently shop at

Big Bazaar.


2. How frequently you shop at Big Bazaar?

Sr.No Frequency PercentageEvery week 19 19%Once in 2 weeks 17 17%Once in 3 week 17 17%Once in a month 47 47%

19%

17%

17%

47%

Frequency of Shopping

Every weekOnce in 2 weeksOnce in 3 weekOnce in a month

INTERPRETATION:-

Here 47% of the customers are able to visit the Big Bazaar once in a month, 19% of the customers are visit every week, then 17%&17% respectively visit once in 2 weeks& 1week able to visit Big Bazaar.


3:-what comes to your mind when you think about Big Bazaar?

Sr.No Frequency Percentage

Discount 26 17%

Product variety 38 25%

Brand 24 16%

Quality 27 18%

Offers 32 21%

Others 5 3%

17%

25%

16%18%

21%3%

Thinking about Big Bazaar

discountproduct varietybrandqualityoffersothers

INTERPPRITATION:

Hence the customer will think about Big Bazaar majority 25% customer agree with product variety, then 21% customer think about offers, then 18% customer think about Big Bazaar quality products, then 17% &16% respectively customer thinking about discount & brands, and then 3% customers thinking about others.


4. Do you feel that different product variety in Big Bazaar?


Yes 86 86%

No 14 14%

INTERPRITATION:-

This analysis part shows us that maximum consumers were satisfied with variety of

products in Big Bazaar. 86% customer satisfied with product in Big Bazaar, and 14% customer

has not satisfied the variety of product in Big Bazaar.


86%

14%

diffrent product verity in Big Bazaar

yesNo

5. Do you find the specific brand that you look in the Big Bazaar?


Yes 61 61%

No 39 39%

61%

39%

specific brands

yesno

INTERPRITATION:-

The customer find the specific brand in Big Bazaar, that they find a 61% & 39% customer does not find the specific brand in Big Bazaar.


6. In which section you spend more time while shopping?


Food Bazaar 53 37%

Apparels 22 15%

Kitchen-Section 16 11%

Electronic-Section 15 10%

Children & Toys Section 9 6%

Sports Section 14 10%

Others 16 11%

37%

15%11%

10%

6%

10% 11%

depaartments

Food bazaarapparels Kichen-sectionElectronics-sectionChildern & toys SectionSports SectionOthers

INTERPRETATION:-

From this analysis part we can understand the popular section of big bazaar. Food Bazaar 37%, Apparels15%, Kitchen section11% is more popular while others sections are not so popular. Researchers may use this analysis part to make popular those other section, and continuous improvements of popular section to increase more footfalls and more satisfaction.


7. Are you satisfied with your product?


Yes 93 93%

No 7 7%

93%

7%

product satiafaction

yesno

INTEPRETATION:-

This analysis part shows directly the consumers satisfaction level related to the Product or Product Quality in Big-Bazaar. Result shows that maximum consumers are satisfied e,s. 93% with their product and 7% consumers are not satisfied.


8. Do you think this store has good parking facility?

Sr.No Frequency PercentageYes 79 79%NO 21 21%

79%

21%

parking facility

yesno

INTERPRETATION:-

Parking facility is an important one to attract customers and provide them full satisfaction while they are in Big-Bazaar. Here we can see that maximum customers e,s 79% are satisfied with parking facility and 21% customers are dis- satisfied.


9. How was your overall experience?

Sr.No Frequency PercentageGood 45 43%Ok 54 52%Bad 5 5%

43%

52%

5%

overall experince

goodokbad

INTREPRETATION:-

After analysis we can see 52% customers experience was ok, 43% says good and 5% says it’s bad.


10. Would you like to visit again Big Bazaar?

Sr.No Frequency PercentageSure 67 66%May be 28 28%Never 6 6%

66%

28%

6%

visiting to Big Bazaar

surmay benever

INTERPRITATION:-

This analysis part directly indicates the customer’s satisfaction level and most of them fully satisfied with Big-Bazaar. 66% responant says sure they will visit again, 28% may be and 6% never.


Findings Payable parking is not desirable.

Big Bazaar offers a wide verity of products of different prices and different qualities

satisfying the most of the costumer.

Customers were satisfied with product verity in Big Bazaar.

Customers feel good, while they shopping in Big Bazaar.

Most of the customers are purchase product and food in the Big Bazaar.

Suggestion and Recommendations of customer satisfaction

. Should have to improve the Parking facility.

Need to attract the costumer to other than food bazaar department.

Should have to provide better services to satisfy the customers.


Conclusions & Recommendations for Consumers Satisfaction

As per the retail Industries did the market research before entering the market. At the same

thing Big Bazaar was also did it. Now Big Bazaar was get many of loyalty from customers. In

same way it maintaining the loyalty of customer. It towards the product verity, Quality, Price &

Promotional offers at Big Bazaar. Then the many of customers are satisfied with the all

department in Big Bazaar.

BibliographyReferences

1. Philip Kotler, marketing management,

2. Service marketing by M.K Rampal.

3. Integerited service marketing (4th edition) by Zeithmal.

4. Naresh Malhotra Marketing Research (An applied orientation), Research design,

(Prentice hall of India Pvt .5th edition)

Internet web sites

1. Bigbazaar.co.in

2. Google.com

3. www.futuregroup.com


http://www.futuregroup.com/

ANNEXURY

Questionnaire Sample for Consumers Satisfaction Analysis

Dear Customer,

NAME:_______________________________ OCCUPATION:_____________________

CONTACT No.:________________________

AGE: 18-28 28-38 38-48 48-58 58-65

GENDER: Male, Female

Respected Sir/Madam,

I am student of BBA COLLEGE CHIKODI, conducting survey on “Consumers Satisfaction at

big bazaar”. All the data will be kept confidential and will be used just for analysis of the project. I

request you to tick the option which in your opinion believes to be true.

1. Do You Frequently Shop @ Big-Bazaar?

(Options: Yes/No)

2. How Frequently You Shop @ Big-Bazaar?

(Options: every week/once in 2 week/s once in 3week/once in a month.)

3. What comes to your mind when you think about Big-Bazaar?

(Options: Discount/Product Variety/Brand/Quality/Offers/Others)

4. Do you feel you find different product variety in Big-Bazaar?

(Options: Yes/No)


5.Do you find the specific brand that you look in the Big-Bazaar?

(Options: Yes/No)

6. In which section you spend more time while shopping?

(Options: Food-Bazaar/Apparels/Kitchen-Section/Electronics-Section/

Children & Toys Section/Sports Section/Others).

7.Are you satisfied with you product?

(Options: Yes/No)

8. Do you think this store has good parking facility?

(Options: Yes/No)

9. How was your overall experience?

(Options: Good/ok/Bad)

10. Would you visit Big-Bazaar again?

(Options: Sure/May be/Never).


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