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Consumer Behaviour Complete Project Report
Consumer Behaviour Complete Project Report
INDUSTRY PROFILE
COMPANY PROFILE
INDUSTRY PROFILE
SOMEKEY FACTORS
During the past decade, private final consumption expenditure has been the
key driver of economic growth in India.
Growth
domesti
c
product
$973billi
on
Capital
Governme
Private Formation
nt
final $273
spending
consumpti billion
$108
billion on (29%)
(11%) Expenditu
re (2922
$592billi
on (60%)
Fashion Fashion
Accessori Accessori
es 5.5% es 5.5%
$225b $225b
Consume
r Durable
4%
$14b
Fashion
Accessori
es 5.5% Furniture
$225b Fashion 3.4%
Accessori $12b
es 5.5%
$225b
Fashion
Accessori
es 5.5% Fashion
$225b Accessori
es 5.5%
Fashion $225b
Accessori Fashion
es 5.5% Accessori
$225b es 5.5%
$225b
COMPANY PROFILE
GUARANTEED DELIVERY
SECURE PAYMENTS
VALUES:
MISSION
Sone Ki Chidiya
When the Mughals first came to India they were drawn by the lure
of her fabulous wealth India was known as the Sone Ki Chidiya,
literally The Golden Bird.
FUTURE VENTURES
Future Ventures, seeks to promote and participate in innovative and
emerging business ventures in India. The company intends to play a role in
powering entrepreneurship, by promoting or participating in diverse
business activities, primarily in consumption-led sectors in the country,
which it defines as sectors whose growth and development will be
determined primarily by the growing purchasing power of Indian
consumers and their changing tastes, lifestyle and spending habits.
And now that hes set himself the task of tetaining control of the
largest retail space in the country, he wont let anyone suppliers or
international promoters included catch him slacking.
The latest to face the wrat of the 43-year-old is South African
hyper market Shoprite, which opened shop in Mumbai (images) last month
through a franchise agreement with local company Normal Lifestyle.
Two days later the Nestle products were back, but not before the
company had clarified its stance. Says Biyani, shoprite is involved in
predatory pricing. There are rules against this in every part of the world.
But as a result of his tough stance, the three MNCs have asked
Shoprite to roll back the offers or face withdrawal of supplies, he says.
He was proved right when the Kolkata Pantaloon store became a raging
success and Biyani stepped on to the turf as a super retailer.
Other professionals have wondered where Biyani picked up the
tricks of the retailing trade. Some has learned from his own mistakes, he
admits. Others he picked up from the big boys of international retail.
I read every book on Sam Walton, Macys, Marks & Spencer and
management gurus like Tom Peters whose book Reimaging impressed
me. Even now he reads a management book every fortnight Stephen
Covey, Robert Kaplanor James Collins.
FOUNDED 2001
INDUSTRY retail
WEBSITE http://www.bigbazaar.com
A LAYOUT CHART OF BIG BAZAAR LOCATED AT INDRALOK
LAYOUT INDEX
1. HELP DESK
2. KIDS ACCESSORIES
3. JACKETS
4. BABA SUITS
5. LADIES TOPS
6. TRIAL ROOM
7. PILLARS USED FOR DISPLAYING INFORMATION (SIZE
CHART, SECTION DESCRIPTION)
8. WOOLEN CLOTHS FOR KIDS
9. WINTER WEAR
10. KIDS CASUAL WEAR
11. KIDS JEANS AND SHORTS
12. INFANT SHIRTS AND T-SHIRTS
13. MEN ACCESSORIES SUNGLASSES, WRIST WATCHES ETC
14. SOFT TOYS
15. HOME DECORATIVE ITEMS
16. MUSIC COUNTER
17. LADIES ETHINIC
18. LADIES WESTERN
19. LADIES FORMALS(OFFICE WEAR)
20. LADIES ACCESSORIES LINGERIES
21. LADIES PERFUMERIES
22. LADIES COSMETICS
23. LUGGAGE
24. FOOTWEAR
25. SPORTS
26. SCHEME BASED PROMOTIONAL ITEMS
27. CASH COUNTER
28. HOME FURNISHING (CURTAIN CLOTHS, CARPETS)
29. MEN FORMAL SHIRTS
30. MEN TROUSERS
31. MEN SUITS AND BLAZERS
32. MEN FABRICS
33. MEN ETHINICS
DESCRIPTION
HELP DESK As you can see from the layout, the Help Desk is
located in a place where everyone has their first sight that is in front of the
entrance. This shows that when a person enters in to big bazaar it can get all
information about the stores of big bazaar from the person sitting in the
help desk. Help Desk uses paging service as a tool for the convenience of
its employees and customers.
KIDS SECTION The kids section is located just at the left corner of
the entrance of big bazaar. In the kids section kids accessories like diapers,
trolleys, suckers, water bottles are available in one part. Kids jackets and
baba suits are available in another part. Kids casual wear (jeans and shorts)
are placed in one part of it and infant shirts & t-shirts are also placed in
another part. In this section the pillars are used for displaying information
like size chart and section description. The apparels are available at a price
of Rs59 onwards.
Food Bazaar The food bazaar is in the 1st floor of the building.
Various kinds of food items, fruits and vegetables are available there.
Sitting arrangements are well made so that people can sit and take tea,
coffee or snacks or any other food item and can relax.
Cash Counter The cash counter is located just near the exit
INTRODUCTION
DEFINITIONS
Product Economic
Price Technological
Place Political
Promotion cultural Consumer
Consumer ConsumerDecisions
Characteristics Decision
Process Product
Cultural Problem Choice
recognitionBrand
Social Information
Choice
DETAILED MODEL Personal Search Dealer
OF Psychological Evaluationchoice
Decision post
Purchasing
FACTORS
Purchase Timing
INFLUENCING
Behavior. Purchasing
CONSUMER
BEHAVIOR Amount
Cultur
al
Factors
Social
Factors
Culture
Referen Personal
ce Factors
Attitudes
CULTURAL FACTORS
SOCIAL FACTORS
PSYCHOLOGICAL FACTORS
CONSUMER BEHAVIOUR
5. Purchase
2. Information
evaluation
search
3. Evaluation of
4. Purchase
alternatives
decision
The decision maker(s) have the power to determine issues such as:
Whether to buy?
When to buy?
Note, however, that the role of the decision maker is separate from
that of the purchaser. From the point of view of the marketer, this
introduces some problems since the purchaser. Can be targeted by point-of-
purchase (POP) marketing a effort that cannot be aimed at the decision
maker. Also note that the distinction between the, purchaser and decision
maker be somewhat blurred the decision maker may have to make a
substitution if the desired brand is not in stock, the purchaser may disregard
institutions (by error or deliberately).
Exercise equipment
Similarly the increased desire for leisure time has resulted in increased
demand for convenience product and service such as microwave ovens,
ready meals and direct marketing service businesses such as telephone
banking and insurance.
USER: The person (persons) who actually uses the product or service.
Life style
Personality
& self
CULTURAL FACTORS
concept
CULTURE
SUBCULTURE
SOCIAL CLASSES
GROUPS
FAMILY
PERSONAL FACTORS
People change the goods and services they buy over their lifetimes.
Tastes and preferences changes as life-cycle go.
PERSONALITY AND SELF CONCEPT
PSYCHOLOGICAL FACTORS
MOTIVATION
PERCEPTION
LEARNING
The common tools used to conduct data analysis range from simple
cross tabulations and segmentation analysis to more sophisticated statistical
methods such as multivariate and logistic regression discriminates analysis
and cluster analysis. In the last few years, optimization tools and machine
learning algorithms such as neural networks and genetic algorithms have
also been used to perform advanced data analysis.
To find out how the consumers spent their incomes, time on the
purchasing of the products.
CHAPTER -3
RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY
MEANING OF RESEARCH
TYPES OF RESEARCH
1. Exploratory Research,
2. Descriptive Research.
EXPLORATORY RESEARCH:
1) PRIMARY DATA:
Primary sources of data are the data which needs the personal efforts of
collect it and which are not readily available.
Primary source of data are the other type of source through which the data
was collected.
2) SECONDARY DATA:
Secondary sources are the other important sources through which
the data was collected.
These are the readily available sources of the data where one had
need not put much effort to collected, because it is already been collected
and part in an elderly manner by some researcher, experts and special.
3) SAMPLE SIZE:
By using judgment random sampling technique 100
respondents are selected for the purpose of the study.
4) PERIOD OF STUDY:
The study is undertaken in the duration of 34 day.
5) RESEARCH APPROACH:
The survey method was adopted for collected the primary data.
Survey research is systematic gathering of data from respondent
through questionnaire.
6) RESEARCH INSTRUMENT:
The data for this research study was collected by survey technic
using interview method guided by questionnaire.
7) COLLECTION OF DATA:
Questionnaire and personal interviews are the methods that I
have used for collecting the data.
SCOPE OF THE STUDY
Big Bazaar as six branches in Hyderabad. My scope is limitation to one
Branch The scope of the study is to identify the consumer behavior
towards Big Bazaar. It is aimed at enlightening the company about
different steps to be taken up to increase the share of Big Bazaar with
regard other competitors and also to make the company to provide better
customer services.
The scope of the study is only confined to the area covered under
and only confined in studying about the consumer behavior towards Big
Bazaar.
LIMITATIONS:
Time has been a major constraint throughout the study as it has been
only for duration of 2 months.
INTERPRETATION:
INTERPRETATION:
INTERPRETATION:
From the above table we can conclude that the major numbers of
respondents of 71% personal usage, 19% to gift and remaining 10% any
other.
From the above study 25% of respondents from Food items, 33% of
respondents from Clothes and 14% of respondents from Electronics 18% of
respondents from furniture and 10% others.
From the survey it is observed the 72% of respondents for Big Bazaar,
15% of respondents for Spencer, 12% of respondents for City central and
only 1% of respondents are had central.
10. what more facility would you like to get at Big Bazaar?
Q11. How often do you ask for Assistance from store staff in selecting
you purchase?
From the above data, we decide that 22% of the customers take
assistance from staff always, whereas 30% take help frequently, 40% have
take assistance sometimes, and 8% will not depend on others. From the
collected data, we can say that the manority of the customers take
assistance from the store staff sometimes.
From the above data, we decide that 63%of the customers overall
experience in Big Bazaar is excellent, 27% of the customers overall
experience is Good and only 10% of customers overall experience is poor.
From this we can decide that , the overall customer satisfaction level is
good
From the above table we can conclude that the major numbers of
respondents 85% of the respondents say sure, 12% of the respondents say
May be, 3% of the respondents say Never.
From the above table we can conclude that the major numbers of
respondents Yes, 85%, which comprises of 15% of the No.
1. Highly satisfied
2. Satisfied
3. Neither satisfied nor dissatisfied
4. Dissatisfied
5. Highly dissatisfied
Elements 1 2 3
4
1. Location ( ) ( ) ( )
( )
2. Operating time ( ) ( ) ( )
( )
3. Parking facility ( ) ( ) ( )
( )
4. Cleanness of store ( ) ( ) ( )
(
5. Spacious shop floor ( ) ( ) ( ) ( )
6. Easy to locate product ( ) ( ) ( )
( )
7. Quality product ( ) ( ) ( )
( )
8. promotion offers ( ) ( ) ( )
( )
9. price fo the product ( ) ( ) ( ) ( )
10. staff helpfulness ( ) ( ) ( )
( )
11. flexibility in payment
mode ( ) ( ) ( )
( )
12. return of value for
money ( ) ( ) ( ) ( )
FINDINGS
SUGGESTIONS
From the responses of 100 customers the findings can be listed as:
As per the findings, all are having the awareness of Big Bazaar. We
can say that Big Bazaar have good place in the minds of the
customers.
As per the findings 60% of male customers are come to Big Bazaar
for shopping.
The customers who were mainly age guoup of 26- 35 years are
shopping at Big Bazaar.
It has been found that the Majority of the Respondents come to
know about the Big Bazaar through Friends/Relatives References
and Advertisements only. So we can say that the word of mouth and
advertisements are plays a very important role when customers
shopping at Big Bazaar.
As per findings, Majority of the Respondents are visits Big Bazaar
twice in a week. By this, we can say that most of the customers are
coming to Big Bazaar regularly.
As per findings, Majority of the Respondents are purchasing for the
Purpose of Personal use/consumption only.
As per findings, Majority of the respondents are interested to
shopping at Clothes.
Most of customers are prefer to come to Big Bazaar with friends,
and customers are motivates by them at purchase.
Majority of the respondents are interested to visit Big Bazaar when
compare to other malls.
As per the findings, majority of the customers choose the Big Bazaar
for availability of products as well as reasonable prices.
Majority of the customers are rate for affordable pricing in Big
Bazaar.
As per findings, most of the customers prefer to shop in Big Bazaar
for offers & discounts.
As per findings, most of the respondents are taking assistance from
the store staff during purchase period. We can say that customers
take assistance from store staff when they shopping in Big Bazaar.
As per the findings, majority of the customers are satisfied with the
value of their money provided by Big Bazaar.
As per findings, overall experience of the respondents is found to be
Excellence as started by 12% of the Respondents, and Good by 60%
of the Respondents, Very few rated as poor.
As per findings, most of the customers opinion is to revisit the Big
Bazaar.
As per findings, Majority of the Respondents are recommended to
others for shopping in Big Bazaar.
As per findings, as much as 45% of the Respondents to suggest the
Big Bazaar to maintain good quality in products.
RECOMMENDATIONS
RECOMMENDATIONS
An attempt has been made to suggest to the Big Bazaar a few measures.
These suggestions have been made within the preview of the data available.
1) The company must go for some more promotional activities rather
than TV, advertisement, hoarding and news papers.
2) The company has to conduct the periodical meetings with customers
and take their valuable suggestions.
QUESTIONNAIRE
Name: Location:
Age: Occupation:
a) Advertisement
b) Colleagues references
c) Friends/relatives references
d) Any other specify
a) Once in a week
b) Twice in a week
c) Once in every 15 days
d) Once in a month
a) Food items
b) Clothes
c) Electronics
d) Any other pl. Specify
a) Family members
b) Spouse
c) Friends
d) Others
a) Big bazaar
b) Spencer
c) City central
d) Hyd central
Q7) What is the reason behind purchasing in Big Bazaar?
a) Expensive
b) Competitive
c) Affordable
d) Reasonable
Q10) What more facility would you like to get at Big Bazaar?
a) Membership Card
b) Discount Card
c) Free packing Offers
d) Lucky draw Offer
Q11) How often do you ask for Assistance from store staff in selecting your
Purchase?
a) Almost Always
b) Frequently
c) Sometimes
d) Never
a) Sure
b) May be
c) Never
a) Yes
b) No
Q16) Please give your valuable suggestions regarding Big Bazaar over all
functioning_________________________________________________
1) Highly satisfied
2) Satisfied
3) Neither satisfied nor dissatisfied
4) Dissatisfied
Elements 1 2 3
4
1. Location ( ) ( ) ( )
( )
2. Operating time ( ) ( ) ( )
( )
3. Parking facility ( ) ( ) ( )
( )
4. Cleanness of store ( ) ( ) ( )
(
5. Spacious shop floor ( ) ( ) ( ) ( )
6. Easy to locate product ( ) ( ) ( )
( )
7. Quality product ( ) ( ) ( )
( )
8. promotion offers ( ) ( ) ( )
( )
9. price fo the product ( ) ( ) ( ) ( )
10. staff helpfulness ( ) ( ) ( )
( )
11. flexibility in payment
mode ( ) ( ) ( )
( )
12. return of value for
money ( ) ( ) ( ) ( )
BIBLIOGRAPHY
Text Books
Websites:
www.consumerbehavior.com
www.bigbazaar.com
www.panthalone.com
www.futuregroup.com