A PROJECT REPORT

ON

OPERATION MANAGEMENT
AT
SUBMITTED TO: SUBMITTTED BY:
1
DECLARATION
I,______________, hereby declare that the project entitled Operation
Management at BIG BAAAR!" has been personally done by me under
the guidance of Prof.______________ in partial fulfillment of Post
Graduation Program- during academic year-. All the data represented in this
project is true & correct to the best of my no!ledge & belief. "his !or has
not been submitted for any other degree # diploma e$am else!here.
DATE: #
%
AC$NO%LEDGEMENT
A Project usually falls short of its e$pectation unless guided by the right
person at the right time. &uccess of a project is an outcome of sincere efforts,
channeled in the right direction, efficient super'ision and the most 'aluable
professional guidance.
"his project !ould not ha'e been completed !ithout the direct and indirect
help and guidance of such luminaries. "hey pro'ide me !ith the necessary
recourses and atmosphere conducti'e for healthy learning and training.
At the outset I !ould lie to tae this opportunity to gratefully acno!ledge
the 'ery ind and patient guidance I ha'e recei'ed from my project guide
(r. . )ithout his critical e'aluation and suggestion at e'ery stage of the
project, this report could not ha'e reached its present form. In addition, my
internal guide Prof., *aculty has critically e'aluated my each step in
de'eloping this project report.
+astly, I !ould lie to than all the members of ,IG ,A-AA. and my
colleagues !ho ga'e me fruitful information to finish my project.
/
PRE&ACE
&ummer "raining is business organi0ation in fuse among student a sense of
critical analysis of the real managerial situation to !hich they are e$posed.
"his gins them an opportunity to apply their conceptual theoretical &
imaginati'e sills in a real life situations and to e'aluate the results there of.
,IG ,A-AA. is a name reno!ned name in .etail. ,IG ,A-AA. is no! a
brand image in pri'ate retail sector.
Practical training through e$perts of ,IG ,A-AA. ga'e me actual input to
fulfill my real aim.
"his report is the !ritten account of !hat I learnt through research. I !ish
those going through it !ill not only find it real but also get useful
information.
1
E'ECUTI(E SUMMARY
Tit)e o* t+e Pro,e-t#
Operation Management at BIG BAAAR"
Di**erent o.,e-ti/e .e+in0 -on01-ting t+i2 pro,e-t#
o Mo/ement o* t+e pro01-t at BIG BAAAR!
o C12tomer Orientation to3ar02 pro01-t a/ai)a.)e at BIG
BAAAR!
o Li2ting o* t+e pro01-t pre*eren-e2 at BIG BAAAR!
o Re-ommen0ation *or Imp1)2e B14ing at BIG BAAAR!
2
INTRODUCTION
"he project !as carried out for understanding the mo'ement
of the product at ,IG ,A-AA. and customer beha'ior regarding
different product at ,IG ,A-AA. (umbai ,ranch . ,IG ,A-AA.
!as established in the year %331, they are old player in .4"AI+ sector.
"he ,IG ,A-AA. follo!s 'alues such as 5 Indian ness, +eadership,
.espect and 6umility, 7aluing and 8urturing .elationships, &implicity and
Positi'ity, Adaptability.
"his research helps us in finding out the customers 'ie!
regarding the product and &er'ices offered by the ,IG ,A-AA. and
a!areness by promotion and also identifying the maret potential of
,IG ,A-AA..
S)ogan: Isse sasta aur accha ahin nahi9
:
ABOUT T5E PROJECT
"he project !as carried out in !ith an objecti'e of no!ing
satisfaction le'el of customer at ,ig ,a0aar and do customers are a!are
about the different types product and &er'ices and different offers
pro'ide at ,ig ,a0aar. "he total sample si0e taen !as one hundred
;133< from 'arious customers of (umbai at ,ig ,a0aar. "he research
sho!s that the customer satisfaction at ,ig ,a0aar is 'ery good and so
many customers are not a!are of the product and ser'ices pro'ided by the
,ig ,a0aar !hich are not pro'ided by other .etail stores.
=n the other hand !e ha'e also the e$isting customers of ,ig
,a0aar !ho are satisfied !ith the !oring style of retail store, but !ant
continuous updates about the ne! offers and other products of ,ig
,a0aar. "hey !ant that ,ig ,a0aar should do promotional acti'ity as 5
Ad'ertising. &o that they can be updated !hile seating at home. "he
researcher used the method of >uestionnaire to no! all feedbac !hich
is listed abo'e.
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RESEARC5 MET5ODOLOGY
Data 2o1r-e
Primary @ataA - It is collected through >uestionnaire, direct obser'ation
of customer, inter'ie! .
Samp)ing P)an
&ampling BnitA - All Customers at ,ig ,a0aar
&ampling si0eA - 133 units.
&ampling "echni>ueA -(aret Allocation.
Data -o))e-tion too)2
"he >uestionnaires consisted of
(ultiple choice >uestions and
=pen ended >uestions
D
Ta.)e -ontent
6! 1. Intro01-tion
1.1 *uture Group and its different formats
1.% ,ig-,a0aar

7! Gro1p /i2ion an0 Mi22ion
8! M4 Contri.1tion

9! Re-omen0ation
:! Limitation
;! %EBLIOGRAP5Y < BIBLIOGRAP5Y

E
RETAIL INDUSTRY IN INDIA
India has one of the largest numbers of retail outlets in the !orld. =f the 1%
million retail outlets present in the country, nearly 2 million sell food and
related products. "hought the maret has been dominated by unorgani0ed
players, the entry of domestic and international organised players is set to
change the scenario.
=rgani0ed retail segment has been gro!ing at a blistering pace, e$ceeding all
pre'ious estimates. According to a study by @eloitte 6asins and &ells,
organised retail has increased its share from 2 per cent of total retail sales in
%33: to D per cent in %33?. "he fastest gro!ing segments ha'e been the
!holesale cash and carry stores ;123 per cent< follo!ed by supermarets
;133 per cent< and hypermarets ;?2-D3 per cent<. *urther, it estimates the
organised segment to account for %2 per cent of the total sales by %311.
India retail industry is the largest industry in India, !ith an employment of
around DF and contributing to o'er 13F of the countryGs G@P. .etail
industry in India is e$pected to rise %2F yearly being dri'en by strong
income gro!th, changing lifestyles, and fa'ourable demographic patterns.
It is e$pected that by %31: modern retail industry in India !ill be !orth B&H
1?2- %33 billion. India retail industry is one of the fastest gro!ing industries
!ith re'enue e$pected in %33? to amount B&H /%3 billion and is increasing
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at a rate of 2F yearly. A further increase of ?-DF is e$pected in the industry
of retail in India by gro!th in consumerism in urban areas, rising incomes,
and a steep rise in rural consumption. It has further been predicted that the
retailing industry in India !ill amount to B&H %1.2 billion by %313 from the
current si0e of B&H ?.2 billion.
&hopping in India has !itnessed a re'olution !ith the change in the
consumer buying beha'iour and the !hole format of shopping also altering.
Industry of retail in India !hich has become modern can be seen from the
fact that there are multi- stored malls, huge shopping centres, and spra!ling
comple$es !hich offer food, shopping, and entertainment all under the same
roof.
India retail industry is e$panding itself most aggressi'elyI as a result a great
demand for real estate is being created. Indian retailers preferred means of
e$pansion is to e$pand to other regions and to increase the number of their
outlets in a city.
India retail industry is progressing !ell and for this to continue retailers as
!ell as the Indian go'ernment !ill ha'e to mae a combined effort. It is
e$pected that India may ha'e :33 ne! retail outlet till %313.
11
Retai) 2pa-e
@ri'en by changing lifestyles, strong income gro!th and fa'ourable
demographic patterns, Indian retail is e$panding at a rapid pace. (all space,
from a meagre one million s>uare feet in %33%, is e$pected to touch 13
million s>uare feet by end-%33? and an estimated :3 million s>uare feet by
end-%33D, says Jones +ang +a&alleGs third annual .etailer &entiment &ur'ey-
Asia.
Alongside, Indian cities are !itnessing a paradigm shift from traditional
forms of retailing into a modern organi0ed sector. A report by Images .etail
estimates the number of operational malls to more than double to o'er 11%
!ith %32 million s>uare feet by %313 and further ?12 malls by %312, on the
bac of major retail de'elopments e'en in tier II and tier III cities in India.
C+a))enge2 *a-ing t+e In0ian Organi=e0 Retai) 2e-tor
"he challenges facing the Indian organi0ed retail sector are 'arious and these
are stopping the Indian retail industry from reaching its full potential. "he
beha'iour pattern of the Indian consumer has undergone a major change.
"his has happened for the Indian consumer is earning more no!, !estern
influences, !omen !oring force is increasing, desire for lu$ury items and
better >uality. 6e no! !ants to eat, shop, and get entertained under the same
roof. All these ha'e lead the Indian organi0ed retail sector to gi'e more in
order to satisfy the Indian customer.
1%
"he biggest challenge facing the Indian organi0ed retail sector is the lac of
retail space. )ith real estate prices escalating due to increase in demand
from the Indian organi0ed retail sector, it is posing a challenge to its gro!th.
)ith Indian retailers ha'ing to shell out more for retail space it is effecting
there o'erall profitability in retail.
"rained manpo!er shortage is a challenge facing the organi0ed retail sector
in India. "he Indian retailers ha'e difficultly in finding trained person and
also ha'e to pay more in order to retain them. "his again brings do!n the
Indian retailers profit le'els.
"he Indian go'ernment ha'e allo!ed 21F foreign direct in'estment ;*@I< in
the India retail sector to one brand shops only. "his has made the entry of
global retail giants to organi0ed retail sector in India difficult. "his is a
challenge being faced by the Indian organi0ed retail sector. ,ut the global
retail giants lie "esco, )al-(art, and (etro AG are entering the organi0ed
retail sector in India indirectly through franchisee agreement and cash and
carry !holesale trading. (any Indian companies are also entering the Indian
organi0ed retail sector lie .eliance Industries +imited, Pantaloons, and
,harti "elecoms. ,ut they are facing stiff competition from these global
retail giants. As a result discounting is becoming an accepted practice.
1/
>COMPANY INTRODUCTION>
&1t1re Gro1p
*uture Group is IndiaKs leading business group that caters to the entire
Indian consumption space. +ed by Mr! $i2+ore Bi4ani? the *uture Group
operates through si$ 'erticalsA operates through si$ 'erticalsA .etail, Capital,
,rands, &pace, (edia and +ogistics.
Apart from Pantaloon .etail, the groupKs presence in the retail space is
complemented by group companies, Indus +eague Clothing, !hich o!ns
leading apparel brands lie Indigo 8ation, &cullers and Brban Loga, and
Gala$y 4ntertainment +imited that operates ,ol!ing Co, &ports ,ar and
,re! ,ar ,
"he groupKs joint 'enture partners include *rench retailer 4"A( group, B&-
based stationary products retailer, &taples and BM-based +ee Cooper. Group
Company, Planet .etail, o!ns and operates the franchisee of international
brands lie (ars & &pencer, 8e$t, @ebenhams and Guess in India. "he
groupKs Indian joint 'enture partners include, (anipal 6ealthcare,
"al!alarKs, ,lue *oods and +iberty &hoes.
*uture Capital 6oldings, the groupKs financial arm, focuses on asset
management and consumer credit. It manages assets !orth o'er H1 billion
that are being in'ested in de'eloping retail real estate and consumer-related
11
brands and hotels. "he group has launched a consumer credit and financial
supermaret format, *uture (oney and soon plans to offer insurance
products through a joint 'enture !ith Italian insurance major, Genera)i!
"he group is currently de'eloping o'er 23 malls and consumption centers
across the country and has formed a joint 'enture company focusing on mall
management !ith &ingapore-based Capita+and, one of AsiaKs largest
property companies *uture GroupKs 'ision is to, Ndeli'er 4'erything,
4'ery!here, 4'ery time to 4'ery Indian Consumer in the most profitable
manner.O "he group considers PIndian-nessK as a core 'alue and its corporate
credo is - Re3rite r1)e2? Retain /a)1e2!
N*utureO 5 the !ord !hich signifies optimism, gro!th, achie'ement,
strength, beauty, re!ards and perfection. *uture encourages us to e$plore
areas yet une$plored, !rite rules yet un!rittenI create ne! opportunities and
ne! successes. "o stri'e for a glorious future brings to us our strength, our
ability to learn, unlearn and re-learn our ability to e'ol'e.
"he motto of *uture Group, to not to !ait for the *uture to unfold itself but
-reate *1t1re 2-enario2 in the -on21mer 2pa-e and facilitate consumption
because consumption is de'elopment. "hereby, it !ill effect socio-economic
de'elopment for their customers, employees, shareholders, associates and
partners. "heir customers !ill not just get 3+at they nee0, but also get them
3+ere? +o3 and 3+en they need. "hey are not just posting satisfactory
results, they are !riting 21--e22 2torie2.
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&1t1re Gro1p Cong)omerate
*uture Group has si$ business pillarsA
&1t1re Retai)
All the retail lines of business lie food fashion and home !ill come under
this 'ertical.
&1t1re Bran0
Custodian of all the present and future brands that are either de'eloped or
ac>uired by the group.
&1t1re Spa-e
)ill ha'e a presence in property and mall management.
&1t1re Capita)
)ill pro'ide consumer credit and micro finance ser'ices, including mareting
of (*s and insurance policies, and management of real estate and consumer
fund.
&1t1re Me0ia
)ill focus on re'enue generation through effecti'e selling of retail media
spaces.
&1t1re Logi2ti-
"o dri'e efficiencies across businesses 'ia better storage and distribution.
1:
GROUP (ISION:
&1t1re Gro1p 2+a)) 0e)i/er E/er4t+ing? E/er43+ere? E/er4 time *or
E/er4 In0ian Con21mer in t+e mo2t pro*ita.)e manner!
GROUP MISSION:
*uture Group shares the 'ision and belief that their customers and
staeholders shall be ser'ed only by creating and e$ecuting future scenarios
in the consumption space leading to economic de'elopment.
"hey !ill be the trendsetters in e'ol'ing deli'ery formats, creating retail
realty, maing consumption affordable for all customer segments - for
classes and for masses.
"hey shall infuse Indian brands !ith confidence and rene!ed ambition.
"hey shall be efficient, cost- conscious and committed to >uality in !hate'er
they do.
"hey shall ensure that their positi'e attitude, sincerity, humility and united
determination shall be the dri'ing force to mae them successful.
1?
CORE (ALUES:
In0ian ne22: Confidence in themsel'es.
Lea0er2+ip: "o be a leader, both in thought and business.
Re2pe-t an0 51mi)it4: "o respect e'ery indi'idual and be humble in
their conduct.
Intro2pe-tion: +eading to purposeful thining.
Openne22: "o be open and recepti'e to ne! ideas, no!ledge and
information.
(a)1ing an0 N1rt1ring Re)ation2+ip2: "o build long-term
relationships.
Simp)i-it4 an0 Po2iti/it4: &implicity and positi'ity in their thought,
business and action.
A0apta.i)it4: "o be fle$ible and adaptable, to meet challenges.
&)o3: "o respect and understand the uni'ersal la!s of nature.
1D
(ajor (ilestones
6@AB Company incorporated as (en0 )ear Pri'ate +imited. +aunch of
Pantaloons trouser, IndiaKs first formal trouser brand.
6@@6 +aunch of ,A.4, the Indian jeans brand.
6@@7 Initial public offer ;IP=< !as made in the month of (ay.
6@@9 "he Pantaloon &hoppe 5 e$clusi'e menKs !ear store in franchisee
format launched across the nation. "he company starts the
distribution of branded garments through multi-brand retail outlets
across the nation.
6@@: John (iller 5 *ormal shirt brand launched.
6@@B Pantaloons 5 IndiaKs family store launched in Molata.
7CC6 ,ig ,a0aar, DI2 2e 2a2ta a1r a--+a Ea+i na+inF - IndiaKs first
hypermaret chain launched.
7CC7 *ood ,a0aar, the supermaret chain is launched.
1E
7CC9 Central 5 P&hop, 4at, Celebrate in the 6eart of =ur CityK - IndiaKs
first seamless mall is launched in ,angalore.
7CC: *ashion &tation - the popular fashion chain is launched all 5 Pa little
largerK - e$clusi'e stores for plus-si0e indi'iduals is launched
7CC; *uture Capital 6oldings, the companyKs financial arm launches real
estate funds Mshitij and 6ori0on and pri'ate e>uity fund in di'ision.
Plans forays into insurance and consumer credit
(ultiple retail formats including Collection *urniture ,a0aar, &hoe
*actory, 4--one, @epot, and futureba0aar.com and are launched
across the nation. Group enters into joint 'enture agreements !ith
4"A( Group and Generali
%3
A%ARDS
In0ian Retai) &or1m A3ar02 7CCA
T+e INDIASTAR A3ar0 7CCA
Retai) A2ia Pa-i*i- :CC Top A3ar02 7CCA
Co-a#Co)a Go)0en Spoon A3ar02 7CCA
T+e Rei0 < Ta4)or A3ar02 &or Retai) EG-e))en-e 7CCA
P)atin1m Tr12te0 Bran0 A3ar0 Image2 Retai) A3ar0 7CC:?C;
DL& A3ar0 7CC9
%1
BOARD O& DIRECTORS
Mr! $i2+ore Bi4ani? Managing Dire-tor
Mr! GopiEi2+an Bi4ani? %+o)e Time Dire-tor
Mr! RaEe2+ Bi4ani? CEO H Retai)
(e0 PraEa2+ Ar4a? In0epen0ent Dire-tor
Mr! S+ai)e2+ 5ari.+aEti? In0epen0ent Dire-tor
Mr! S!Dore23am4? In0epen0ent Dire-tor

Dr! D!O!$o2+4? In0epen0ent Dire-tor
M2! An,1 Po00ar? In0epen0ent Dire-tor
M2!Ba)a De2+pan0e? In0epen0ent Dire-tor
Mr!Ani) 5ari2+? In0epen0ent Dire-tor
%%
Di**erent &ormat2 o* &1t1re Gro1p
&ormat #6
Pantaloon .etail ;India< +imited, is IndiaGs leading retail company !ith
presence across multiple lines of businesses. "he company o!ns and
manages multiple retail formats that cater to a !ide cross-section of the
Indian society and is able to capture almost the entire consumption baset of
the Indian consumer. 6ead>uartered in (umbai ;,ombay<, the company
operates through 2 million s>uare feet of retail space, has o'er //1 stores
across 13 cities in India and employs o'er 1?,333 people. "he company
registered a turno'er of .s. %,31E crore for *L %332-3:.
Pantaloon .etail forayed into modern retail in 1EE? !ith the launching of
fashion retail chain, Pantaloons in Molata. In %331, it launched ,ig ,a0aar, a
hypermaret chain that combines the loo and feel of Indian ba0aars, !ith
aspects of modern retail, lie choice, con'enience and hygiene. *ood ,a0aar,
food and grocery chain and launch Central, a first of its ind seamless mall
located in the heart of major Indian cities, follo!ed this.
%/
&ome of its other formats include, Collection i ;home impro'ement products<,
4--one ;consumer electronics<, @epot ;boos, music, gifts and stationary<, all
;fashion apparel for plus-si0e indi'iduals<, &hoe *actory ;foot!ear< and ,lue
&y ;fashion accessories<. It has recently launched its etailing 'enture, *1t1re
.a=aar!-om
Ba-Egro1n0: *ounded in 1ED? as a garment manufacturing company, the
company forayed into modern retail in August 1EE? !ith the launch of its
first department store, Pantaloons in Molata.
Li2ting: Pantaloon .etail is a listed company on the ,ombay &toc
4$change ;,&4, &crip CodeA 2%/2?1< and 8ational &toc 4$change ;8&4,
&ymbolA PA8"A+==8.<.
%1
&ormat#7
CENTRAL
Central, the sho!case seamless mall
concept is one of the more popular offerings in the lifestyle segment that
celebrates shopping in India. @uring the year, Central capitali0ed on its
positioning of being a destination !here citi0ens can just come and un!ind,
!hether itKs for shopping for a !ide range of national and international
brands, enjoying their fa'orite cuisine at the multiple specialty restaurants and
food courts or !atching the latest mo'ie releases at the in-house multiple$es.
"he most reputed brands are sho!cased in Central. It is also emerging as the
destination of first choice for ne! fashion brands in India. Central assures
better 'isibility, instant recognition, good >uality and commercially 'iable
space on the basis of the optimum space utili0ation concept, taing the brand
closer to the consumer. )ith brands !ithin Central competing against the best
brands in the country, it also allo!s benchmaring for these brands.
"he coming year !ill also !itness many ne! concepts being introduced at all
Central malls. &ome of these concepts include communications ;(Port and
Gen (<, electronics ;4--one<, furniture and accents ;Collection I<, fitness
e>uipments and !ellness 0ones, boos, music, gifts & stationery ;@epot< and
%2
fine dining restaurants etc. &ome of the ne! alliances that the group has
entered into, lie 4tam, +ee Cooper and Gini & Jony !ill also share space
!ithin all Central malls.
&ormat#8
PLANET RETAIL
A young and emerging India is also eager to e$perience international brands.
)e sensed this opportunity some time bac and ha'e built a strong portfolio of
international brands through our strategic partnership !ith P)anet Retai)
5o)0ing2 P/t! Lt0! "he alliance !ith Planet .etail pro'ides access to
international fashion retail chains lie MarE2 < Spen-er? !ith E stores at
presentI G1e22 the B& brand that has 1% retail stores currently, and the &panish
brand %omenF2 Se-ret !hich is retailed through % outlets. Planet .etail also
has a multi-brand international sports!ear format under the brand PPlanet
&portsK. "he company is the sole licensee for sports!ear brands such as
Con/er2e? Spa)0ing and the At+)eteF2 &oot the 'enture has also launched other
formats lie Sport2 %are+o12e? A--e22ori=e? Mon2oon? NeGt? and
De.en+am2!
%:
&ormat#9
Depot
"his largely untapped unorgani0ed maret for boos and music !ith 'ery fe!
players, thro!s up an enormous opportunityI something that prompted
Pantaloon to mae its foray through its o!n format, Depot in %332-3:.
+ocated as stand-alone stores and !ithin most Pantaloons, Central and ,ig
,a0aar retail formats, @epotKs 'ision is to be a one-stop shop !here customers
!ill find an e$tensi'e range of boos, multimedia, toys, gifts and stationery,
thereby transforming the !ay boos, music, multimedia and gifts are bought,
sold and percei'ed in India. "his !ould be made possible by the creation of a
portfolio of e$clusi'e titles, an Indian e$perience !hile shopping and
connecting !ith the mind and soul through different languages, ideas and
tunes.
BooE2? M12i- an0 Gi*t2
.eading as a habit is ingrained into the Indian psyche from time immemorial.
6o!e'er, it is being increasingly associated !ith a select fe!. "he company
belie'es that e$isting formats in the segment offer an intimidating
en'ironment that alienates the masses. "he company has therefore taen this
initiati'e of launching a chain of boos, music and gifts stores that !ill once
again democrati0e the reading habit in the country. "he company belie'es that
!ith 1.% billion people, the habit of reading can become a strong business
%?
proposition. @epot sees to !or !ith communities in and around the area
!here it is located and hopes to attract the entire family to spend >uality time
together. It is focusing on the introduction of old classics and boos in
regional languages !ith an objecti'e to mae these affordable to a mass
audience.
&ormat#:
&a2+ion Station
*ashion &tation, !hich represents the
companyKs offering of the latest in fashion for the masses, has met !ith
reasonable success since its launch in %331-32. "hese thematic stores that
offer the most contemporary in fashion and accessories, is another of the
'alue added propositions that Pantaloon sees to offer. "he aspirational mass
of consumers !ho are bombarded !ith the latest in style through media
penetration, hedonism and peer emulation, need an outlet that meets their
re>uirements of trendy, latest and yet affordable fashion. *ashion &tation is
positioned to meet their re>uirements, and thereby tae fashion to the masses.
%D
&ormat#;
5ome Impro/ement
&ome of the ey factors contributing to
gro!th in the housing sector in India are increasing purchasing po!er
increasing number of nuclear families, softer interest rates, easy a'ailability of
finance schemes and an o'erall real estate boom across the country. "here is a
shortage of more than // million d!elling units. )ith the a'erage age of a
homebuyer reducing from 23 to sub-/3, 1 million ne! homes are being
bought annually. )ith e'ery house, a dream is planted to decorate the house.
And this creates a demand for furniture, electronics and home impro'ement
products. (odern retail is ideally placed to capture a significant chun of
consumer spend made by a ne! homebuyer. "he maret for home dQcor and
impro'ement is largely unorgani0ed and hence a ne! homeo!ner has to
literally 'isit se'eral marets and stores for meeting his home needs. "his !as
the opportunity that Pantaloon percei'ed and the reason !hy it entered the .s.
E3,333 crore home solutions maret in %331-32. )ith its presence in the
modern retail and consumer space, this ne! concept !as an opportunity for
%E
the company to le'erage its e$perience and offer the consumer an alternati'e
solution to canali0e his consumption needs.
In the .s.%2333 crore consumer durable
industry, !hich is gro!ing at nearly : per cent
e'ery year, 4--one has already emerged as a force to recon !ith. "his
lifestyle retail format offers a ne'er e$perienced before en'ironment for
shopping for the best in national and international consumer electronic and
durables brands. It retails products ranging from music systems to laptops,
from the latest plasma tele'ision sets to @7@ players, from !ashing
machines to air-conditioners to name a fe!. "ypically in e$cess of 1%,333
s>uare feet in si0e, 4--ones are primarily stand-alone concepts, but are also
present !ithin the companyKs Central malls
/3
&ormat#B
COMMUNICATION
)ith o'er % billion phone users !orld!ide, mobility has no! become an
intrinsic part of our personal and !oring li'es. (obile operators, cell phone
manufacturers, content publishers, !ireless application ser'ice pro'iders and
many other ey players in the mobile industry are all !oring to car'e out the
best position in the 'alue chain, to find the right place from !here they can
best ser'e both their o!n and their customersK needs. 4n route to!ards /
billion phones !orld!ide, a major shift !ould occur in consumer interest
from carriage to content and from a 'erbal to a gro!ing 'isual !orld. )ith
more mobile cameras sold in %332 than digital cameras, !ith more
music#'ideo players in mobiles than iPods, !ith more messaging reach than
PCs, con'ergence !ith the online !orld is no! 'ery much a reality. In India,
the story is no different. )ith o'er 123 million mobile subscribers e$pected by
%33D, there e$ists a huge potential for all players in the mobility space. (ost
of the mobile phones in India are sold through Pmom and pop Pstores, and
there is a huge grey maret that e$ists.
/1
MBa=aar
Pantaloon reali0ed this largely untapped opportunity and intended to be a
dominant modern retail player in the mobile space. "his is !hat prompted the
company to set up a ne! di'ision Con/ergeM in %332-3: to identify, de'elop
and bring to the maret, mobile products and solutions tailor-made to suit the
consumers re>uirements at competiti'e prices. Con'erge( adopts a uni>ue
approach of establishing, multi-brand, multi-category, multi-format and
comprehensi'e solution outlets to lead and e$ponentially e$pand the maret.
As in most other formats, Con'erge( too operates in the lifestyle and 'alue
platforms. Its 'alue offering, MBa=aar is a format that addresses the 'alue
seeerKs >uest for possessing latest technologies at lo!est prices. Primarily
aimed at the replacement maret, a typical
(,a0aar is located !ithin most ,ig ,a0aar stores as !ell as stand-alone
options. "his %23-233 s>uare feet offering retails both G&( and C@(A and
landline phones, !hile pro'iding options of ( Pods, do!nloads to name a
fe!. "he mission for Con'erge ( is to emerge as the largest organi0ed retailer
/%
in the mobile space, !hile leading inno'ation in mobile applications and being
the most fa'ored destination for all communication needs.
&ormat#A
Re2ta1rant? Lei21re < Entertainment
Increasing urbani0ation and rising
disposable incomes are characteristics that
are common in emerging economies lie India. 4stimates suggest a gro!th in
urban consumption at potentially %3F per annum in nominal terms for at least
the ne$t 2-? year period.
"he total number of middle to high income households is projected to reach
132 million by %313, thereby adding a large number of people to the
consuming class. "hese demographic numbers represent a young nation,
!hich has an increased propensity to spend in restaurants and other food
ser'ice sectors, fuelling gro!th in the +eisure, .estaurants and 4ntertainment
industries.
"he company is using the collaborati'e approach to strengthen its position in
the leisure and entertainment space. "his has helped the company build a
complete bou>uet of brands that span from food courts to fine dining. As the
shift from high street to malls continues, the restaurant business is e$pected to
increase significantly. *or Indians, shopping comes hand in hand !ith eating
//
and celebrating and these formats are being de'eloped eeping this in mind.
*1%/ is designed as a entertainment 0one that can be present in e'ery mall and
this business is e$pectedto gain traction in the coming year.
*1%/, the entertainment 0one offering is a leisure solution for all age groups.
"he focus !ould be to offer a !ide range of gaming options from bo!ling and
pool, interacti'e 'ideo games to bumper cars. "he entire concept is built
around international thining and gaming no!ledge, !ith Indian pricing. *or
the year ending %332-3:, there !ere three *1%/Ks operational, !ith the first
one opening in 8o'ember %332.
&ormat#@
Star an0 Sitara
De)i/er4 &ormat2 Star < Sitara
In the beauty space, the companyKs offering, Star < Sitara aims at pampering
the beauty conscious consumer by offering the latest beauty products, ranging
from cosmetics, sin and hair care, aromatherapy and fragrances. &tar &
&itara is set to be part of most ,ig ,a0aar and e'ery ,eauty and 6ealth (all,
!hich the company is in the process of setting up. "here !ere : &tar & &itara
operational as on June %33:.
Star < Sitara Bea1t4 Sa)on
/1
&tar & &itara, the beauty ser'ices offering, doubles as a uni>ue parlor and
salon for men and !omen. Customers !ill be treated to the best >uality hair
and sin ser'ices at unbelie'able prices. =ne such store !as operational as on
the /3th June %33:.
Bea1t4 < 5ea)t+ Ma))
Pantaloon, !ill be the first retailer in
India to offer health, beauty and
!ellness products and ser'ices. "his !ill be led through its ,eauty & 6ealth
(all format. "ypically, of around %2,333 s>uare feet each, these centers !ill
include pharmacies and beauty product 0ones and a host of other offerings
such as health cafes, gymnasium, healthcare ser'ices, retailing fitness
e>uipments, yoga centers and boos on health and fitness etc. "he company
plans to open at least three 6ealth & ,eauty (alls during the year %33:-3? in
,angalore, Ahmedabad and (umbai.
/2
&ormat#6C
E#TAILING
"he emergence of a mass base of net sa''y Indians is realty today. Access to
Internet is no longer limited to a small segment of young, male urban people.
Cutting across age groups, gender, geography and socio-economic
bacgrounds, Indians are taing to the net lie fish to !ater. It is estimated
that there are at least %2 million Indians !ho access the Internet on a regular
basis. *alling prices of personal computers and laptops coupled !ith
increasing penetration of internet, and broadband ser'ices is dri'ing more and
more Indians to the Internet. In fact, Indians are no longer limiting their
Internet usage to email and chatting. =nline shopping has finally come of age.
As the leading retailer in India, Pantaloon could ill afford to o'erloo this
emerging segment. "here is a sufficiently large segment of online shoppers
!hose consumption spends needs to be captured. ItKs !ith this belief that the
company started e$ploring this area. Pantaloon percei'es its online business as
/:
yet another deli'ery format that can potentially reach out to %2 million
customers. *uture ,a0aar, has modeled itself on a uni>ue complete retailer
platform. 4tailing re>uires e$tensi'e sourcing capabilities, !arehousing
capacity, buying trends understanding & most importantly a robust & efficient
logistic bacend. *uture ,a0aar le'erages the offline brand e>uity and bric &
mortar presence of the group 'ia multi channel integration to benefit on
economy of scales, economy of scope in promotion & distribution and
utili0ing the offline learning into online & 'ice-'ersa to gro! at a faster pace.
As a ne! deli'ery format, *uture ,a0aar can benefit from the learningKs and
e$pertise gathered in e$isting formats as !ell as boost sales at these formats
through the online sale of gift 'ouchers
/?
&ormat#66
Li.ert4 S+oe2
)ith fashion being the focus of the company, the intent is to pro'ide a
complete !ardrobe e$perience to the consumer that includes not just apparel
but fashion accessories also. Accessories spea a lot about the personality of
the indi'idual and are a reflection of the attitude of the !earer. *oot!ear is
one such category in the fashion sphere that truly embodies the phrase-best
foot for!ard.
*oot!ear as a category has been present in most of the companyKs ,ig ,a0aarI
*ashion &tation, Pantaloons and Central retail formats. @uring the year under
re'ie!, Pantaloon e$plored the opportunity to get into branded foot!ear, by
partnering !ith the !ell-established foot!ear company +iberty &hoes. "he
joint 'enture named &oot Mart Retai) IIn0iaJ Limite0 !ould launch branded
foot!ear retail chains in the country under the DS+oe &a-tor4F brand. "hese
stores !ould be located !ithin most retail spaces that Pantaloon !ould be
present in, and as stand alone stores across the country. &hoe *actory stores
!ould be a destination for men, !omen and children of all ages, !ho can
choose from a !ide 'ariety of >uality foot!ear at 'arious price points, suiting
their budgets. "he 'enture launched its first store in Ahmedabad on 2th (ay
/D
%33:. &pread o'er nearly 1/,333 s>uare feet, this 'alue format houses a !ide
range of the latest and trendiest foo
t!ear and accessories for all occasions, at unbeatable prices.
&ormat#67
GINI < JONY
"he company recogni0es that the organi0ed ids !ear category has sho!n
signs of si0eable gro!th o'er the past couple of years. In order to e$pand and
consolidate its presence in this category, the company entered into a joint
'enture !ith the countryKs leading ids !ear retailer, Gini & Jony Apparels
P't. +td. "his e>ual joint 'enture named GJ &1t1re &a2+ion2 Limite0, apart
from gaining additional 'isibility !ithin all e$isting and upcoming Pantaloons
stores and Central malls !ill set up a chain of e$clusi'e ids !ear stores
throughout the country, addressing fashion needs of children in all age groups,
from 2 to 12 years. "his initiati'e !itnessed the opening of t!o stand-alone
stores during the year %332-3: in Indore and Ahmedabad.
/E
&ormat#68
BIG BAAAR
I22e 2a2ta a1r a--+a Ea+in na+iK
,ig ,a0aar has clearly emerged as the fa'orite shopping destination for
millions of its consumers, across the country, itKs success is a true testament to
the emotional bonding it has established !ith the Indian consumer, on account
of its 'alue offerings, aspirational appeal and ser'ice le'els.
&hop till you drop9 ,ig ,a0aar has democrati0ed shopping in India and is so
much more than a hypermaret. 6ere, you !ill find o'er 1?3,333 products
under one roof that cater to e'ery need of a family, maing ,ig ,a0aar IndiaKs
fa'orite shopping destination.
At ,ig ,a0aar, you !ill get the best products at the best prices from apparel to
general merchandise lie plastics, home furnishings, utensils, crocery,
cutlery, sports goods, car accessories, boos and music, computer accessories
and many, many more. ,ig ,a0aar is the destination !here you get products
a'ailable at prices lo!er than the (.P, setting a ne! le'el of standard in
price, con'enience and >uality.
If you are a fashion conscious buyer !ho !ants great clothes at great prices,
,ig ,a0aar is the place to be. +e'eraging on the companyKs inherent strength
13
of fashion, ,ig ,a0aar has created a strong 'alue-for-money proposition for
its customers. "his highlights the uni>ueness of ,ig ,a0aar as compared to
traditional hypermarets, !hich principally re'ol'e around food, groceries
and general merchandise.
,oasting of an impressi'e array of pri'ate labels, ,ig ,a0aar is continually
stri'ing to pro'ide customers !ith a PcompleteK loo. &o be it menKs !ear,
!omenKs !ear, ids !ear, sports!ear or party !ear, ,ig ,a0aar fashions has it
all9
11
&ormat#69
&oo0 Ba=aar
Across India, food habits 'ary according to community, customs and
geography. *ood ,a0aar, through its multiple outlets addresses this. At the
same time it offers best >uality products at !holesale prices to a !ide cross
section of the India population. *ood ,a0aar effecti'ely blends the loo, touch
and feels of the Indian ba0aar !ith the choice, con'enience and hygiene that
modern retail pro'ides. "he food and grocery di'ision of the company !as
launched in %33%-3/ and has gro!n to 1? stores nation!ide at the end of the
current financial year. (ost stores are located !ithin ,ig ,a0aar, Central and
Pantaloons and act as strong footfall generators. "here are separate stand-
alone *ood ,a0aars as !ell. "he business contributed just fe!er than 23 per
cent of 'alue retailing, and about %3 per cent to the companyKs turno'er during
%332-3:. *ood ,a0aar offers a 'ariety of daily consumption items, !hich
include staples, soaps and detergents, oils, cereals and biscuits. =n the product
category side, the primary segregation is done on the basis of staples, fresh
produce, branded foods and home and personal care products.
1%
Se-tion at Big Ba=aar
B!B &a2+ion
E)e-troni-2
&oo0 Ba=aar
G!M! 5ome -are
Depot
SIS
NA(RAS
5ome &a2+ion
Comm1ni-ation
1/

11
&OOD BAAAR
A. G+ar C+a)aana $itna Aa2aan
*ood ,a0aar in'ites you for a shopping e$perience, uni>ue by its ambience.
At &oo0 Ba=aar 4o1 3i)) *in0 a +it+erto 1n2een .)en0 o* a t4pi-a) In0ian
Ba=aar an0 International supermaret atmosphere.
*lagged off in AprilK3%, *ood ,a0aar is a chain of large supermarets !ith a
difference, !here the best of )estern and Indian 'alues ha'e been put
together to ensure your satisfaction and comfort !hile shopping.
"he !estern 'alues of con'enience, cleanliness and hygiene are offered
through pre paced commodities and the Indian 'alues of R&ee-"ouch-*eelR
are offered through the Nba0aar-lieO atmosphere created by displaying staples
out in the open, all at 'ery economical and affordable prices !ithout any
compromise on >uality.
"he best of e'erything offered !ith a seal of freshness and purity !ill
definitely mae your final buying decision a lot easier.
12
1:
RESEARC5 MET5ODOLOGY

Big Ba=aar .a2i-a))4 mean2 .12ine22 an0 in .12ine22 -o))e-tion o* ra3
0ata a))o32 t+e manager2 to 2ee t+e rea) 2-enario an0 t+en taEe a 0e-i2ion
a2 per t+e 0ata o.taine0! T+ere are 2e/era) imp)i-ation2 in t+i2 2tatement:
T+e4 -an eGamine t+e a/ai)a.)e in*ormation in t+e *orm o* 0ata to
maEe a 0e-i2ion
T+e4 -an e/en get a -)ear pi-t1re o* t+e 2-enario or potentia) o* Big
Ba=aar a2 -ompare0 to ot+er retai) 2tore2 in t+e -it4!
T+e in*ormation -an on)4 .e gat+ere0 .4 0ata -o))e-tion an0 t+en
ana)4=ing t+e a/ai)a.)e 0ata!
T+ere*ore? it -an .e 2ai0 t+at t+e 0ata -o))e-tion i2 an important part
o* t+e pro,e-t!
T+e pro,e-te0 o.,e-ti/e2 3ere -on2i0ere0 an0 a2 per t+e reL1irement a
marEet 21r/e4 3a2 0one!
1?
Data
Ra3 n1m.er2
In*ormation
Pro-e01re:
T+e pro-e01re t+at *o))o3e0 -an .e en)i2te0 a2 .e)o3:
Rea0ing a.o1t t+e pro01-t
De-i0ing on t+e o.,e-ti/e to pro-ee0!
De/e)oping S1r/e4 in2tr1ment2
Con01-ting per2ona) inter/ie32 o* 0i**erent age#gro1p2? 2eG? mont+)4
in-ome an0 o--1pation t+ro1g+ a M1e2tionnaire!
Pro-e22 a0opte0:
6! Gaining Eno3)e0ge a.o1t t+e pro01-t at Big Ba=aar:
Rea0ing a.o1t t+e pro01-t2 3a2 t+e *ir2t 2tep 1n0ertaEen! T+i2 ga/e
not on)4 in 0ept+ Eno3)e0ge a.o1t 3+at i2 .een o**ere0 .4 ot+er
p)a4er2 .1t a)2o pro/e0 12e*1) 3+i)e 0e/e)oping t+e L1e2tionnaire!
2. Steps in the Development of the Survey Instruments
T+e main in2tr1ment2 reL1ire0 *or 21r/e4 3a2 a 3e))#0e/e)ope0
L1e2tionnaire! T+e L1e2tionnaire 0e/e)opment tooE p)a-e in a 2erie2
o* 2tep2 a2 0e2-ri.e0 .e)o3:
1D
1E
Re2ear-+ o.,e-ti/e2 are .eing
tran2*orme0 into in*ormation o.,e-ti/e2!
T+e Appropriate 0ata -o))e-tion met+o02 +a/e
.een 0etermine0
T+e in*ormation reL1ire0 .4 ea-+ o.,e-ti/e i2
.eing 0etermine0!
Spe-i*i- M1e2tion2NS-a)e Mea21rement *ormat i2
0e/e)ope0!
M1e2tionNS-a)e Mea21rement2 i2 .eing
e/a)1ate0!
23
Re2ear-+ o.,e-ti/e2 are .eing
tran2*orme0 into in*ormation o.,e-ti/e2!
T+e n1m.er o* in*ormation nee0e0 i2 .eing
0etermine0!
T+e L1e2tionnaire an0 )a4o1t i2 .eing e/a)1ate0!
Re/i2e t+e L1e2tionnaire )a4o1t i* nee0e0!
T+e M1e2tionnaire *ormat i2 .eing *ina)i=e0!
8! C12tomer S1r/e4:
T+e peop)e p)a4 an important part a2 a -)ear per-eption o* peop)e
a.o1t t+e pro01-t -an .e e2timate0 an0 Eno3n! St104ing t+e nee0
)e/e)2 o* t+e peop)e regar0ing t+e pro01-t2 -an .e o.2er/e0! It 3a2
/er4 12e*1) in Eno3ing a.o1t t+e reL1irement2 o* t+e peop)e!
Re2ear-+ De2ign:
A t3o 2tage Re2ear-+ 3a2 -on01-te0:
1. Se-on0ar4 Re2ear-+:
Data 3a2 -o))e-te0 *rom 3e.2ite2 an0 -ata)og1e2 to 1n0er2tan0 t+e
pro01-t o* t+e 0i**erent p)a4er2

%. Primar4 Re2ear-+:
A Primar4 Re2ear-+ 3a2 -on01-te0:
T+e L1e2tionnaire 3a2 prepare0 *or t+e -ompanie2 an0 *o))o3ing
area2 -o/ere0:
-ompeting retai) 2tore2
&eat1re2 o**ere0 .4 0i**erent 2tore2
Con21mer pro*i)e
Sati2*a-tion )e/e)
Rea2on2 *or t+eir p1r-+a2e!
De2ira.)e *eat1re2 o* t+e pro01-t an0 2er/i-e!
Samp)ing P)an:E)ement2:T+e target pop1)ation o* t+e 2t104 in-)10e0 t+e
genera) pop1)ation o* e/er4 age 3+o enter2 to t+e Big Ba=aar
21
Samp)e 2i=e: 6CC peop)e!
Data Co))e-tion

"he final draft of the >uestionnaire ;see Appendi$< !as prepared on the basis
of the obser'ations from the pilot study. "hese !ere then finally filled by 133
customer, for the conclusi'e study.
*inally the data collected !as fed into the data analysis soft!are- &P&&, to be
analy0ed using statistical techni>ues.
"ypes of Primary @ata collectedA
&ocioeconomic CharacteristicsA

&ocioeconomic characteristics are sometimes called Nstates of beingO in
that they represent the type of people. "he factors on !hich !e are
!oring are occupation. (onthly transaction is also an important
parameter but it is difficult to 'erify. Although the amount of money that
business unit earns in a month is an absolute, not a relati'e >uantity but it
is a sensiti'e topic in our society and it is difficult to determine.
Attitudes#=pinionsA
"hrough the >uestionnaire !e ha'e tried to get hold of customers
preference, inclination and re>uirement. Attitude is an important notion in
the mareting literature, since it is generally thought that the attitudes are
related to the beha'ior of customer.
2%
(oti'ationA
"hrough the >uestionnaire !e ha'e tried to find the hidden need or !ant
of customer and ha'e tried to find if these people can be tapped as the
potential customer for ,ig ,a0aar.

,eha'iorA
,eha'ior concerns !hat subjects ha'e done or are doing. "hrough
the >uestionnaire !e ha'e tried to find out the beha'ior of the
indi'iduals regarding the product and their responses. If the
responses are fa'orable then the person can be said to be our
potential customer. "he primary data ser'es as an important tool to
measure the beha'ioral trend of the customer. It helps in ans!ering
some of the 'ital Suestions.
=btaining the Primary @ataA
"he data collection !as primarily done through communication.
Communication in'ol'es >uestioning respondents to secure the desired
information, using a data collection instrument called >uestionnaire. "he
>uestions !ere in !riting and so !ere the responses.
7ersatilityA
It is the ability of a techni>ue to collect the information on the many types
of primary data of interest to mareters. It has also been found that some of
the people do not ans!er truthfully to all the >uestions especially in the case
of the personal details
2/
Data Ana)42i2
"he tools and methods of data collection identified earlier !ere employed to
gather data on the consumer perception on ,ig ,a0aar. "he data accrued,
especially from the inter'ie!s and >uestionnaires circulated, are tabulated and
depicted on graphs in the follo!ing pages. "he data thus gathered and
tabulated is analy0ed. "he data is then scrutini0ed and rele'ant interpretations
are dra!n.
"he major objecti'es of analysis of data areA
1. "o e'aluate and enhance data >uality
%. 4$amine effects of other rele'ant factors
/. Customer satisfaction ratio,
1. +e'el of satisfaction,
2. Causes of dis-satisfaction,
:. Customer responses regarding ser'ices.
"he data collection plan, including procedures, instruments, and forms, !as
designed and pre-tested to ma$imi0e accuracy. All data collection acti'ities
!ere monitored to ensure adherence to the data collection protocol and to
prompt actions to minimi0e
and resol'e missing and >uestionable data. (onitoring procedures !ere
instituted at the outset and maintained throughout the study, since the faster
irregularities can be
detectedI the greater the lielihood that they can be resol'ed in a satisfactory
manner and the sooner pre'enti'e measures can be instituted.

21
M! 6J Age o* t+e re2pon0ent2!


Age "otal
,elo! 1D /3
1D-13 12
13-:3 12
:3 abo'e 13
"otal 133
22
Data :
"he first criteria respondents !ere ased to indicate !as the age
group they belonged to. .espondents !ere ased to choose
among four age group categories, 'i0., belo! 1D, 1D-13, 13-:3, :3 abo'e
years. "he age groups !ere identified as ey factors impacting shopping and
purchase decisions of consumers.
2:
Ana)42i2
*rom the table, and pie chart depicted abo'e, the distribution of the
population under study is e'ident. =f the 133 respondents !ho ans!ered the
>uestionnaire, 12F indicated that their ages fell in the category 1D-13 years
/3F indicated belo! 1D, 12F indicated 13-:3 year and 13F indicated :3
abo'e.


Interpretation :
,y analy0ing the responses to this >uestion, I, as a researcher, as !ell as
companies, can identify the demographics of the population that 'isit retail
outlets. "he highest number of respondents falls in the age group 1D-13. It can
be deduced that most of the consumers !ho 'isit retail outlets regularly are
the youth. "hey mae up almost more than half of the population !ho shop at
retail stores.

2?
M! 7J Gen0er o* t+e re2pon0ent2:
Gen0er Tota)
(ale :2
*emale /2
"otal 133
Data:
Consumers !ere ased to indicate their gender. "he object of this >uestion is
to understand the demographics of the population under study.
Ana)42i2:
2D
*rom the table, and pie chart depicted abo'e, the distribution of the
consumers is e'ident. =f the 133 respondents !ho ans!ered the
>uestionnaire, :2 !ere female and /2 !ere male. It is e'ident from the
responses and the subse>uent tabulation that the number of female
respondents !as higher than that of the male respondents in the population
under study. *emale are the major buyers at the ,ig ,a0aar.
Interpretation:
,y analy0ing the responses to this >uestion, I as ,a researcher, as !ell as
companies, can identify the distribution in the number of men and !omen
!ho
'isit the retail outlets and appropriate decisions can be made eeping these
numbers in mind.
"he highest number of respondents !ere female, as is depicted by the graph
and chart presented abo'e. "he number of male respondents !as less
compared to the female respondents.
"!o decisions can be made from the abo'e data collectedA
one, more !omen 'isit retail outlets than men.
"!o, more !omen are !illing to fill out >uestionnaires and tae a
sur'ey than men.

&ince more !omen can be inferred to 'isit retail stores than men, companies
can target their offerings and mareting strategies in t!o areas. .etail outlets
can
appeal to the !omen customers by offering more products geared especially
to!ards !omen. "hey can pro'ide a shopping e$perience that !omen are
particularly attracted to.
2E
Another !ay that retail chains can use the abo'e data is to thin ne!
techni>ues so that they can appeal to the men rather than the !omen. &ince,
fe!er men 'isit
retail stores as against !omen, the companies ha'e a large base of potential
customers. ,y pro'iding products that are geared to!ards men and by
pro'iding a shopping e$perience that attract menKs they can increase their
loyal customers.
M!8J 5o3 4o1 -ame to Eno3 a.o1t Big Ba=aar!
So1r-e Tota)
4lectronic media /3
)ord of mouth 13
Print media %3
6oarding 13
"otal 133
:3
Data:
Consumers !ere ased to indicate the source from !here they got information
about ,ig ,a0aar. "he object of this >uestion is to understand the source of
information of the population under study.
Ana)42i2:
:1
*rom the table, and pie chart depicted abo'e, the distribution of the
consumers is e'ident. =f the 133 respondents !ho ans!ered the
>uestionnaire, 13F people got information about ,ig ,a0aar from !ord of
mouth /3F from electronic media ,%3F from print media ,13F from
6oardings.
Interpretation:
,y analy0ing the responses to this >uestion, I as ,a researcher, as !ell as
companies, can identify the source of the information for the customers from
!here they got the information about ,ig ,a0aar.
Appropriate decisions can be made eeping these numbers in mind.
)e should increase the >uality of ser'ice and !hich !e are pro'iding to
customers, so that !e can increase loyal customers so that they can
influence more people and our customer base can be increased.
&econdly !e can increase our ad'ertisement on electronic media as no!
days customers are also influenced by adds on "7, and other electronic
media.
M! 9J 5o3 o*ten 0o 4o1 2+opO
&reL1en-4 Tota)
=nce a !ee 12
*ortnightly /3
=nce a month %2
Tota) 6CC
:%
Data:
Consumers approached !ere ased about their fre>uency in 'isits to shops.
"he fre>uency points furnished !ereA =nce a !ee, *ortnightly, and =nce a
month. "hese fre>uency points !ere identified by obser'ation and inter'ie!
as the a'erage times that consumers shop.
Ana)42i2
*rom the table, and pie chart depicted abo'e, the fre>uency of shopping of the
respondents is e'ident. =f the 133 respondents !ho ans!ered the
>uestionnaire, 12 indicated that they shopped once a !ee, /3 indicated that
:/
they shopped *ortnightly %2 !ho 'isit shops, malls or retail stores once a
month.
Interpretation
"his >uestion is aimed at understanding ho! fre>uently consumers 'isit
shops and buy their products or a'ail of their ser'ices. "he fre>uency points
laid before the respondent ha'e been the result of obser'ation and inter'ie!.
,y analysing the responses to this >uestion, I the researchers, as !ell as
companies, can identify the number of times a customer is liely to shop in a
monthKs time.

"he highest responses ha'e been attributed to once a !ee shopping. It can be
deduced that consumers !ho shop only once a !ee, pose 'ery different
challenges to retail stores. &uch customers can be presumed to ha'e a high
disposable income and may buy more lifestyle or fashion products. &ince they
shop so fre>uently, they must continually be entertained and attracted to mae
repeat purchases at stores. )hen targeting this segment, companies must be
able to get ne! stoc e'ery !ee, and update their mareting strategies
continuously.
As monthly customers can buy the products in bul so they can shop during
;(.,.,< and other offer seasons but !e can gi'e e'ery !ee big discounts to
customers so its more difficult to increase the customer base of !eely
:1
customers. It can be increased if employee handle the customer !ell, display
of the product, and ambience of the retail outlet is good .
M!:J%+4 0o 4o1 2+op at Big Ba=aarO
&a-tor2 Tota)
=ffer 1?
Price %/
4asy A'ailability of
Product
/2
Suality %2
:2
Data:
Consumers approached !ere ased about their factors effecting their
purchasing decision. "he factor points furnished !ereA Suality, Price, =ffer,
A'ailability of product
Ana)42i2
*rom the table, and pie chart depicted abo'e, the factors effecting purchasing
decision of consumers is e'ident. =f the 133 respondents !ho ans!ered the
>uestionnaire, /2 ans!ered a'ailability of product %2 ans!ered >uality, %/
ans!ered price 1? ans!ered offers as their main factors influencing their
buying decision.
Interpretation
"his >uestion is aimed at understanding !hat elements attract the consumer
the most. "he preference points laid before the respondent ha'e been the result
of obser'ation and inter'ie!. ,y analysing the responses to this >uestion, I the
researchers, as !ell as companies, can identify the biggest factors that
influence the consumers in fa'ouring one store o'er others.
"he highest responses and the highest factor ha'e been attributed to
a'ailability of products on sale, !hen choosing to shop at a particular store.
::
Although it is said that the most important things in retail are N+ocation,
location, and locationO, from the consumersK point of 'ie!, pro$imity is of
little concern. "he >uality, price and 'ariety of goods play big roles in the
decision maing process.
M!;J D1ring 3+i-+ o**er 4o1 2+op mo2tO
&a-tor2 No!
)ednesday ,a0aar /3
(onthly ,achat ,a0aar 23
)eeend offers %3
Tota) 6CC
Data:
:?
Consumers !ere ased to ans!ered that during !hich offer they shop most at
,ig ,a0aar. "he object of this >uestion is to understand the type of offers
!hich effect the sales of ,ig ,a0aar.
Ana)42i2:
*rom the table, and pie chart depicted abo'e, the distribution of the
consumers is e'ident. =f the 133 respondents !ho ans!ered the
>uestionnaire, 23F customers purchase decision are effected by
(.,.,;(onthly ,acaht ,a0aar < /3F are influenced by )ednesday ,a0aar
and only %3F got influenced by !eeend offers.
Interpretation:
,y analy0ing the responses to this >uestion, I as ,a researcher, as !ell as
companies, can identify the offers !hich influence the customers most !hile
purchasing at ,ig ,a0aar.
Appropriate decisions can be made eeping these numbers in mind.
)e should increase the no. of offers days as !e can gi'e fortnightly
offers, and other additional discounts !hich are not a'ailable outside of
,ig ,a0aar, so that !e can increase loyal customers so that they can
influence more people and our customer base can be increased.
&econdly !e can increase our ad'ertisement on electronic media as no!
days customers are also influenced by adds on "7, and other electronic
media, about different offers as many customers are not a!are of
different offers going on at ,ig ,a0aar.

:D
M!BJ %+at 0o 4o1 mo2t)4 2+op at t+e Big Ba=aar 2tore2O
Detai) No!
Accessories %2
Groceries /%
=thers ;specify< 1/
Clothing /3
Data Co))e-te0
Consumers approached !ere ased to indicate the types of products they
mostly shopped at ,ig ,a0aar. "he types of products presented !ere
Clothing, Accessories, Groceries and others. "hese products !ere identified
by obser'ation and inter'ie! as the most popular products that consumers
shop for fre>uently.
Ana)42i2
:E
*rom the table, and pie chart depicted abo'e, the products fre>uently shopped
for by consumers is e'ident. =f the 133 respondents !ho ans!ered the
>uestionnaire, /%F indicated that they essentially shopped for Groceries,
/3F Clothing, 12F others ;+uggage, *oot!ear etc<, and %2F Accessories .
It is e'ident from the responses and the subse>uent tabulation that consumers,
on an a'erage, fre>uently shop for products in the follo!ing descending orderA
Clothing, Accessories, =thers and Groceries.
Interpretation
=f the consumers approached, 133 people agreed to fill in the >uestionnaire
and this specific >uestion. "his >uestion is aimed at identifying the products
consumers shop for fre>uently at retail outlets. "he product categories laid
before the respondent are the result of obser'ation and inter'ie!. ,y analysing
the responses to this >uestion, I the researchers, as !ell as companies, can
identify the main attractions of products and ser'ices offered.
"he high number of responses indicate that a large number of consumers 'isit
retail outlets for groceries. Appro$ =ne-third of the respondents indicated that
they 'isit retail outlets to purchase Clothes.
"o the retail stores, the abo'e tabulated responses lead to a 'ery important
result. Groceries is the fastest mo'ing consumer good. .etail outlets that
pro'ide groceries and apparels can see a higher rate of turno'er and sales
'olume.
AJ Are 4o1 a3are 3it+ Big Ba=aar o3n .ran02O
?3
Item2 No!
*ood ,a0aar 13
"asty "reat %2
@j & C /2
Tota) 6CC

Data Co))e-te0
Consumers approached !ere ased if they !ere a!are about the ,ig ,a0aar
o!n brands as *ood ,a0aar, "asty treat, @j &C etc.
?1
Ana)42i2
*rom the table, and pie chart depicted abo'e, the a!areness about big ba0aar
o!n brands in the consumers is e'ident. =f the 133 respondents !ho
ans!ered the >uestionnaire, 13 replied that they !ere a!are about *ood
,a0aar %2 !ere a!are about "asty treat and /2 !ere a!are about @j & C
brand.
Interpretation
"his >uestion is aimed at the a!areness in customers about the ,ig ,a0aar
o!n brands. "he object is also to analy0e ho! to increase a!areness about
the ,ig ,a0aar o!n ,rands among consumers. ,y analysing the responses to
this >uestion, I the researchers, as !ell as companies, can identify the
a!areness about the big ba0aar o!n brands among consumers.
"his indicates that although most consumers are a!are about the big ba0aar
brands *ood ,a0aar brands are more popular then other brands.
?%
@J Are 4o1 2ati2*ie0 3it+ Big Ba=aar o3n .ran02 Ie!g Ta2t4 TreatJO
Detai)2 No!
Les :2
8o /2
Tota) 6CC
Data Co))e-te0
Consumers approached !ere ased about their satisfaction le'el !ith the ,ig
,a0aar o!n ,rands. "his >uestion !as ans!ered by 133 consumers.
?/
Ana)42i2
*rom the table, and pie chart depicted abo'e, the satisfaction le'el among the
customers about ,ig ,a0aar o!n brands =f the 133 respondents !ho
ans!ered the >uestionnaire, :2 replied yes that they !ere satisfied !ith the
big ba0aar brands and there !ere /2 people !ho !ere not satisfied !ith big
ba0aar brands.
Interpretation
=f the consumers approached, 133 people agreed to fill in the >uestionnaire
and this specific >uestion. "his >uestion is aimed at satisfaction le'el among
the customers for big ba0aar brand. ,y analysing the responses to this
>uestion, I the researchers, as !ell as companies, can identify that many
customers are satisfied !ith the o!n brand of big ba0aar.
*rom the tabulated data depicted abo'e and responses of the consumers, !e
can see that to promote o!n brand !e should ad'ertise more and pacaging
can be made more attracti'e.
?1
6CJ In 3+i-+ area o* operation at Big Ba=aar impro/ement i2 nee0e0O
Detai) No!
Cashier &peed 9:P
&taff Mno!ledge 8CP
)aiting "ime (anagement 7:P
Tota)
Data:
Consumers !ere ased to ans!ered that in !hich operation they !ant
impro'ement at ,ig ,a0aar. "he objecti'e of this >uestion is to understand
the impro'ement area at ,ig ,a0aar.
?2
Ana)42i2:
*rom the table, and pie chart depicted abo'e, the distribution of the
consumers is e'ident. =f the 133 respondents !ho ans!ered the
>uestionnaire,12F customers need impro'ement in Cashier speed /3F are
not satisfied !ith the staff no!ledge about the product %2F thought !aiting
process management is not good at ,ig ,a0aar.
Interpretation:
,y analy0ing the responses to this >uestion, I as ,a researcher, as !ell as
companies, can identify the impro'ement areas in operations at ,ig ,a0aar.
Appropriate decisions can be made eeping these numbers in mind.
)e should increase the no. of cashiers atleast on )ednesday ,a0aar,
)eeends, (onthly ,achat ,a0aar.
&econdly !e can increase sources of entertainment to manage the
!aiting process management ,!e can play good songs so that customers
are not irritated during !aiting.
?:
&in0ing2
Generally youth and !omenKs are the main customers at ,ig ,a0aar.
4lectronic media has an great impact on customers they are getting
a!are about ne! products and related offers.
@ue to a'ailability of all products under one roof and near by their
house helps customers to shop !eely and shop fresh e'ery time.
Groceries are the main items purchased by the customers and they
are a!are about big ba0aar brands and mostly are satisfied !ith
them.
All the customers !ant that their time should not !aste after
shopping, number of cashiers should be increased ,!aiting process
management should be made good.
??
Con-)12ion
"he report re'eals that there is huge scope for the gro!th of organi0ed
retailing and impro'ement of ,ig ,a0aar &tore in mumbai city.
)ith the changing lifestyle, moderni0ation and !esterni0ation there
e$ists a huge scope for the gro!th of ,ig ,a0aar store and is therefore a
threat to unorgani0ed retailing.
,ig ,a0aar store are able to pro'ide almost all categories of items
related to food, health, beauty products, clothing & foot!ear, durable
goods so it become >uite easier for the customer to buy from one shop
and hence is a con'inient !ay of shopping !hen compared to
unorgani0ed retailing.
Aggressi'e (areting is the ey to increasing the maret share in this
area, since the maret has a lot of potential both in terms of untapped
maret .
?D
Re-omen0ation
"o increase more footfalls more promotional acti'ities must be
carried out. *or this ,IG ,A-AA. can either offer more
discounts or increase their ad'ertisements. Increase in the number
of footfalls !ill lead to increase in sales.
.
Allo!ing more space bet!een the entrance of a store and a
product gi'es it more time in the shopperKs eye as he or she
approaches it. It builds a little 'isual anticipation.
"he number of trial rooms a'ailable at ,IG ,A-AA. is 'ery less
as compared to the number of people coming. "his usually results
in long >ueues and !aiting by customers.
Install more full length mirrors inside the store so as to assist the
customers to mae better purchase decisions.
Play light music inside the store to mae the shopping a
pleasurable e$perience.
"hey can also e$hibit their ne! line of clothing through e'ents
lie fashion sho!s.
,asets should be scattered throughout the store, !here'er
shoppers might need them. (any customers donKt begin seriously
considering merchandise until they ha'e bro!sed a bit.
Limitation2
?E
"his research has a number of limitations that must be acno!ledged.
*irst, the sample used for this study consisted mostly of college
students. "herefore, these results may not be applicable to the
!ider population in general.
&econdly, the results of this study are limited to a specialty retail
branded purchasing conte$t.
+astly, it must be acno!ledged that there may be numerous
other 'ariables that contribute to the de'elopment of customer
satisfaction, customer loyalty, and !ord of mouth communication
!hich are briefly touched upon belo!.
"o con'ince the people for a proper inter'ie!ing process is also
difficult.
"he figures ha'e been taen as appro$imations.
%EBLIOGRAP5Y < BIBLIOGRAP5Y
D3
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.esearch (ethodology
by (.7. Mularni

D1
ANNE'URE
NAME: OCCUPATION:
AG4A ,elo! 1D 1D-13 13-:3 Abo'e :3

G48@4.A (ale *emale
1< 6o! you came to no! about ,ig ,a0aarT
4lectronic media )ord of mouth Print media 6oarding
%< 6o! often do you shopT
=nce a !ee *ortnightly =nce a
month

/< )hy do you shop at ,ig ,a0aarT
Suality =ffer Price
4asy A'ailability of Product
1< @uring !hich offer you shop mostT
)ednesday ,a0aar (onthly ,achat ,a0aar
)eeend offers.
2< )hat do you mostly shop at the ,ig ,a0aar storesT
Clothing Accessories Groceries
=thers ;specify< ____________________________________
:< Are you a!are of ,ig ,a0aar o!n brandsT
*ood ,a0aar "asty "reat @j &C

D%
?< Are you satisfied !ith ,ig ,a0aar o!n brands ;e.g "asty "reat<T
Les 8o
D< In !hich area of operation at ,ig ,a0aar impro'ement is neededT
Cashier &peed &taff Mno!ledge )aiting "ime (anagement
@ateUUU &ignatureUUU.
D/