A Major Project Report

A STUDY ON CUSTOMER PREFERENCE

TOWARDS BIG BAZAAR
Submitted in partial fulfillment of the requirements for the award of
the degree of Bachelor of Business Administration (GEN)
programme of Guru Gobind Singh Indraprastha University, Delhi.

Submitted To:

Submitted by:

Mrs. Harwinder Kaur

Keshav Khanduri
05212201712

Delhi College of Advanced Studies

B-7,Shanker Garden, Vikaspuri
New Delhi 110018
Batch (2012-2015)
DECLARATION
I hereby declare that the major project report, entitled A Study on Customer
Preference towards Big Bazaarbased on my original study and has not been
submitted earlier for award of any degree or diploma to any institute or university.

The work of other author(s), wherever used, has been acknowledged at appropriate
place(s).

Place: New Delhi

Candidates Signature
Keshav Khanduri

Date:

05212201712

Countersigned

Name: Harwinder KaurSupervisor

Delhi College of Advanced Studies

ACKNOWLEDGEMENT
An independent project is a contradiction in terms. Every project involves
contribution of many people. This project also bears the imprints of many people and
it is a pleasure for me to acknowledge and thank all of them.

I also thank Prof.(Dr.)M.S.Chaudhary Director of Delhi College of Advanced

Studies, for providing an opportunity of doing this project under his leadership.
I am deeply indebted to Mrs. Harwinder Kaur who acted as a mentor and guide,
providing knowledge and giving me his valuable time out of his busy schedule, at
every step throughout the project. It is only because of his this project came into
being.
I also take the opportunity to express my sincere gratitude to each and every person,
who directly or indirectly helped me throughout the project and without anyone of
them this project would not have been possible.
The immense learning from this project would be indelible forever.

KapilSharma

Executive Summary

TABLE OF CONTENTS
S.No.

Topic

Page No

1.

Declaration

2.

Acknowledgement

ii

3.

Executive Summary

iii

4.

List of Tables

iv

5.

List of Figures

6.

Chapter-1: Introduction

Overview of Industry as a whole

Profile of the organization

History of the Organization

Competitors Information

S.W.O.T Analysis of the Organization

Objectives of the study

Scope of the study

7.

Methodology
Chapter-II: Conceptual Framework

Conceptual Framework
Need of Customer Satisfaction
Various Theories of Customer Satisfaction
Business Techniques of Customer Satisfaction
Improving Customer Satisfaction
Total Customer Satisfaction
Steps of Customer Satisfaction
Three Cs of Customer Satisfaction

Foods products of Nestle

Factors which attracts customers

Models of Customer Satisfaction

8.

Chapter-IV: Data and Interpretation

9.

Chapter-III: Summary & Conclusion

Result of the study

Limitations

Suggestions and Recommendations

10.

Bibliography

11.

Appendix

LIST OF TABLES
Table No.

Title

Competitors Information

Gender of all 50 Respondents

Age group of all Respondent

Occupation of all Respondent

Income of all Respondent

Using Nestle Product

Frequency of using nedtle product

Rating by Pespondent

Satisfaction with Product

Reasonable Rates

Products likely Most

Appearance of Nestle Stores

Using the Product in Future

Aspect which is likely Most

10

Aspect which is dislike most

11

Comparison

12

Improvement

13

Duplication

14

Complaint handling

15

Expectations with products

Page No.

LIST OF FIGURES
Table No.

Title

ii

Marketing Strategies

iii

Kinds of Promotion

Gender of all 50 Respondents

Age group of all Respondent

Occupation of all Respondent

Income of all Respondent

Using Nestle Product

Frequency of using nestle product

Rating by Pespondent

Satisfaction with Product

Reasonable Rates

Products likely Most

Appearance of Nestle Stores

Using the Product in Future

Aspect which is likely Most

10

Aspect which is dislike most

11

Comparison

12

Improvement

13

Duplication

14

Complaint handling

15

Expectations with products

Page No.