INDUSTRY PROFILE Retail is Indias largest industry, accounting for over 10 percent of the countrys 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 booming 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.

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COMPANY PROFILE

Mr. Kishore Biyani CEO, Future Group.

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Pantaloon Retail (India) Limited, is Indias 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 companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include 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 companys 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, Collections, selling home furniture products and e Zone 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.

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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 Bangalore Kolkata Hyderabad Mumbai Rajkot Ahmadabad Bhubaneswar Delhi Indore Nagpur Surat Allahabad Chennai Durgapur Lucknow Nasik Thane Belgaum Ambala Coimbatore Ghaziabad Kanpur Panipat Asansol Palakkad Gurgaon Mangalore Pune

Thiruvananthapuram etc.

Vishakhapatnam

Big Bazaar is not just another hypermarket. It caters to every need of customers 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 -- thats 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.

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

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ORGANIZATIONAL CHART

Store Manager

Asst Store Manager Dept Manage r Asst DM Team Leader Team Member HR Manage r Visual Mercha ndising Asst DM Adminis tration Mainten ance Houseke eping Marketi ng Sales Manage r Cashier

Info

CSD

Security

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PRODUCT PROFILE
a) NBD (New Business Development) 1) Watches 2) Sunglasses 3) Auto accessories 2) All mobile accessories 4) Car audio systems 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 b) Mobile Bazaar: 1) All kinds of mobile handsets ranging from Rs 1000 to Rs 25000 of different companies.

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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 Cookwares 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

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Apparels Department a) Ladies Wear: 1)Ethnics 2) Accessories 3) Western wears BRANDS 1)DJ&C 2)Spunk 3)Shyla 4)Shristi 5)Lee cooper b) Mens wear 1)Formal 2)Casual 3)Jeans 4)Accessories BRAND 1)Lee cooper 2)Spunk 3)DJ&C 4)Shataranj 5)Knighthood 6)Buffalo

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A) Footwear Department: 1) Sports shoes 2) Casual shoes 3) Formal shoes 4) Mens sandals 5) Ladies sandals 6) Ladies casuals 7) Ladies Fancy slippers 8) Children shoes 9) Children sandals 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

B) Furniture Bazaar: 1) Bedroom Accessories 2) Hall Accessories ( Chairs, Tables etc) 3) Mattresses 4) Dressing Table 5) Wardrobe, Almirah etc

D) Home Decor: 1) Flower Vase 2) Artificial Flowers, 3) Candle stand 4) Umbrellas 5) Photo Frames

4) Carpets, Cushion covers, Razai 6) Frame & Wall Paintings 5) Shopping bags, Fridge covers, Washing machine covers, woven covers, T.V covers, 7) Assorted Color Stones Saree covers, C.D Pouch, Shoe Covers etc BRANDS 1)Bombay Dyeing 2)Dream line 3)easy life 8) Water Falls (artificial) 9) Birthday items

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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. D) Process Dept: 1) Health drinks 2) Ready to eat 3) Corn flakes, Chips E)Confectionaries: 1) All kinds of Chocolates and 2) Cakes and other sweets 4) Soups, Bread items, Pickle 5) Instant mixes 6) Spreads

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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

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AREA OF OPERATION The total area operation of Big Bazaar is 52 sq ft. retailing operation contains 38 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.

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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 organized retail sector. Evolving consumer preference. 4. Threats Competition from organized retail players who are in market and are emerging. Competition from local retailers.

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LEARNING EXPERIENCE
My overall experience was very nice. Big bazaar is a hyper market. I got opportunity to peruse my project. I have learnt lot many things there such as the Corporate Culture, maintaining better customer relationships and quarries. My communication skill has improved the main thing I got to know there about product knowledge.

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PART-B
STATEMENT OF THE PROBLEM:-

CUSTOMER SERVICES WITH REFERENCE TO BIG BAZAAR

Providing a better service to the customers is very important for every business, by providing good services they can keep existing customers as well as increase the number of customers. My job was to study about the services which are provided by big bazaar, and to analyse the customers view regarding the services of big bazaar.

2. OBJECTIVE OF THE STUDY:1. To analyze how the mix influence the customer satisfaction level. 2. To determine the current status of big bazaar. 3. To study the satisfaction level of customers with regard of big bazaar. 4. To find out the buying behavior of the customers coming in to Big Bazaar. 5. To identify main competitors of Big Bazaar with regard to services.

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LIMITATIONS OF THE STUDY:

The study is only for the big bazaar confined to a particular location and a very small sample of respondents. Hence the findings cannot be treated as representative of the entire retail industry. Respondents may give biased answers for the required data. Some of the respondents did not like to respond.

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3. METHODOLOGY:Sources of Data
Primary Source- The primary data was collected by means of a survey. Questionnaires were Prepared and customers of the big bazaar were approached to fill up the questionnaires. The questionnaire contains 9 questions which reflect on the type and quality of Services provided by the Big bazaar to the customers. The response of the customer is recorded on a grade scale of agree, disagree, Excellent, good, average, fair, poor for each question. The filled up information was later analyzed to obtain the required interpretation and the findings. Secondary Source- In order to have a proper understanding of the customer service of Big Bazaar a depth study was done from the various sources such as books a lot of data is also collected from the official websites of the big bazaar and the articles from various search engines like Google, yahoo.com.

RESEARCH SAMPLE SAMPLING PLAN:

Simple Random Sampling. Research Instrument: Questionnaire.

SAMPLE SIZE:
The survey was conducted in the city of Belgaum at big bazaar, with 100 customers as respondent.

DATA COLLECTION TOOL:

Data is collected from various customers through personal interaction. Some other information is collected through secondary data also. Data was collected through a questionnaire,

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DATA ANALYSIS
1. Staff was available in timely manner? Sl, no 1 Excellent 2 good 3 average 4 fair 5 poor Frequency 22 63 14 1 O Percentage 22% 63% 14% 1% 0%

staff was available in timly manner

1%0% 14% 22% exellent good average poor 63% fair

INTERPPPRETATION:Total sample size was 100. Here analysis shows that among the total respondents 63% people agreed with this statement. They think that Big Bazaar staff was available in a timely manner. 22% people rate this statement as excellent. Also 14% & 1% respondents rate it as average and fair.

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2. Staff greeted you and offered to help you. SI.NO 1.Execellent 2.good 3.average 4.fair 5.poor FREQUENCY 33 43 19 02 03 PERCENTAGE 33% 43% 19% 2% 3%

3% 2% 19%

Chart Title
33% exellent good average

43%

fair poor

INTERPRETATION Employees in Big bazaar are willing to help you. With this statement more respondent give Weightage to good. Good were 43 people i.e. 43% respondents, 33 people i.e. 33% Respondents agreed with excellent, 19% average, 2% and 3% respectively fair and poor.

3. Staff answered your question.

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Si. No. 1.excellent 2.good 3.average 4.fair 5.poor

frequency 32 48 15 04 01

Percentage 32% 48% 15% 4% 1%

answer from staff

excellent good average 1% 4% 15% 32% fair poor

48%

INTERPRETATION:From my analysis I found that 48% respondents agreed that employees of big bazaar have Complete knowledge to answer their questions. 32% respondents rate it as excellent to this Statement and 15% to average, 4% to fair and 1% to poor.

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4. Your complaints are constructively handled? Si. No Agree disagree Frequency 90 10 Percentage 90% 10%

Handling customers complaints

agree disagree

10%

90%

INTERPRETATION:When you have a problem, big bazaar shows most interest in solving it. After analyzing this Statement I found that most of the respondents agreed i.e. 90% and 10% respondents are disagreed. Hence Big Bazaar needs little improvement.

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5. Staff communicate in a language that you understand? Si. No. Agree disagree frequency 81 19 Percentage 81% 19%

Communication of staff
agree disagree

19%

81%

INTERPRETATION According to survey, it has been judged that staff of big bazaar communicates in a language, Which can be easily understood by the customer, as 81% of respondent are y agree with this statement and 19% are disagree. They must improve English.

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6. Big bazaar accepts most major credit cards. Si no. Agree disagree frequency 92 08 Percentage 92% 8%

acceptance of credit cards

agree disagree

8%

92%

INTERPRETATION:According to research it has been proved that Big Bazaar accept most major credit cards. 92% of Respondents agreed to this statement, where as 8% disagree.

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7. The behavior of staff makes you feel that you can trust them and have confidence in them? Si. No. Agree disagree frequency 83 17 Percentage 83% 17%

Behavior of staff
agree disagree

17%

83%

INTERPRETATION:The behavior of employees in big bazaar builds confidence in you. Here analysis shows that most of the people that is 83% are agreed and 17% are disagree.

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8. Big bazaar provides plenty of convenient parking for customers? Si no. Agree disagree frequency 36 64 Percentage 36% 64%

Parking servise for customers

agree disagree

36%

64%

INTERPRETATION:From the above data I interpret that there are more number of four wheeler coming to Big Bazaar than two wheeler. People prefer to visit big bazaar with their families. And people are not Satisfied with the parking facility. So parking facility should be good to attract large number of Customers. 64% respondents are disagree with the statement & 36% respondents are agree.

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9. Overall, how would rate customer service of big bazaar? Si.no. 1.excellent 2.good 3.average 4.fair 5.poor frequency 17 61 21 00 O1 percentage 17% 61% 21% 0% 1%

rating of customer servise

excellent good average fair poor 0% 1% 17%

21%

61%

INTERPRETATION:Most of the respondents agreed with this statement. According to my analysis, employees in big Bazaars give prompt service. Among the total respondents agreed respondents rate 61% as Good, 21% as average, 17 excellent & 1% poor.

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FINDINGS OF THE REPORT

I found that the parking facility is not satisfying the customers The staff of big bazaar is always ready to attend the customers and providing them a good service. But little bit they fail to approach the customers because most of the employees know only local language. In big bazaar customers complaints will be handled constructively Big bazaar accepts the credit cards According to the research the big bazaar is providing good services to customers.

RECOMMENDATIONS

The parking facility should have to improve. Proper training should be provided to the employees so that they can deal with customers efficiently. Advertisement is necessary for promotion so Big Bazaar should make use of this tool to increase the sales Big is providing good customer services but yet they have to increase the quality of service.

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CONCLUSION
Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good quality for all at affordable prices. Retail business is successful only when they have a good customer services. Customer loyalty can only be gain by providing good or satisfied services to the customers. And the big bazaar is providing good service but yet they have to improve it. The employees accept their responsibility wholeheartedly and perform the services in well manner that satisfied the customers. They can improve customer satisfaction by providing home delivery services. We can conclude that Big Bazaar has created an good image in retail sector and it should maintain it.

BIBLIOGRAPHY References 1. Philip Kotler, marketing management,

Internet web sites 1.bigbazaar.co.in 2. Google.com 3. www.futuregroup.com

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Questionnaire sample for customer service with reference to Big Bazaar . Dear Customer, NAME:_____________________________OCCUPATION:_____________________ CONTACT No.:_______________________ GENDER: Male, Female

Annexure
QUESTIONNAIR Excellent 1)Staff was available in a timely manner. good average fair poor

2) Staff greeted you and offered to help you.

3) Staff answered your questions.

4)Your complaints are constructively handled

5) Overall, how would you rate customer service of big bazaar?

Agree 6) Staff communicate in a language that you understand..

Disagree

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7) The behavior of staff makes you feel that you can trust them and have confidence in them 8) Big bazaar provides plenty of convenient Parking for customers.

9) Big bazaar accepts most major credit cards

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