A PROJECT REPORT

ON

CUSTOMER PERCEPTION REGARDING BIG BAZAAR SERVICES

Submitted
In Partial fulfillment for the requirement
of Bachelor’s of Business Administration
(2015-2018)

UNDER THE GUIDANCE OF

DR.SUMANYADAV

(ASSISTANT PROFFESOR)

SUBMITTEDBY
PRACHI PANICKAR
ENROLLMENT NO.– 01751401715

[3RDSEMESTER]

FAIRFIELD INSTITUTE OFMANAGEMENT &TECHNOLOGY

Affiliated To Guru Govind Singh Indraprastha University,

FIMT Campus, Kapashera,
Newdelhi-110037
 ACKNOWLEDGEMENT

I take this opportunity to express my heartiest gratitude to Fairfield Institute of Management& Technology for
permitting me to undertake this research and supporting me during this research and otherwise also.

I would like to thank Dr .Suman Yadav who not only played the role of my philosopher and guide but also
mentored me at every stage of my project work. I would like to extend my hearty thanks toentire faculty
members of BBA department for their constant cooperation and support to take decision during the course of
my research .I would also like to thank my parents for their support and blessing without which this project
could not have been completed. Indeed I shall remain ever grateful to them.

I am also thankful to college library and computer centre management staff or their constant support.

The experience I gained during this research project is of immense importance in the academically and more on
professionally.

Prachi panickar

ENROLLMENTNO.-

01751401715
 CERTIFICATE

This is to certify that the project report entitled “CUSTOMER PERCEPTION REGARDING BIGBAZAAR
SERVICES” Submitte by PRACHI PANICKAR is bonafide piece of work conducted under my direct
supervision and guidance. No part of this work has been submittedfor any other degree of any other university.
It may be considered for evaluation in partial fulfillment of the requirement for the award of degree of Bachelors
of Business Administration.

Date:

Dr.Suman Yadav

(Asst. Professor)

Fairfield institute of management of information and technology (kapasshera) new delhi

 TABLE OF CONTENTS

Chapter Chapter Name

ACKNOWLEDGEMNT

CERTIFICATE

1. INTRODUCTION

2. LITERATURE REVIEW

3. RESEARCH METHODOLOGY

OBJECTIVE

SCOPE OF STUDY

SOURCES OF DATA COLLECTION

SAMPLING UNITS

4. DATA ANALYSIS

5. FINDINGS AND CONCLUSION

FINDINGS

LIMITATIONS

SUGGESTIONS

CONCLUSIONS

9. BIBLIOGRAPHY

10. ANNEXURE
 EXECUTIVE SUMMARY

Big Bazaar is a chain of shopping malls in India owned by the Pantaloon Group.Big Bazaar has
democratized shopping in India and is so much more than a hypermarket. Here, you will find
over 170,000 products under one roof that cater to every need of a family, making Big Bazaar
India’s favorite shopping destination. Big Bazaar is the destination where you get products
available at prices lower than the MRP, setting a new level of standard in price, convenience

and quality. It was started in the year 2001 with the slogan “Is se sasta aur achcha kahin nahi”

The title of the project is “Customer perception towards Big Bazaar. The purpose of the study is
to understand how the customers perceive the store and provide suggestions for improvement.
The type of the research design used was the Descriptive Research design and the sampling
procedure that was followed was non probabilistic convenience sampling. The total sample size
for the study is 100 respondents across all the ages, income category, occupation and gender. Bar
charts and other useful tools are used for the analysis of the study Some of the limitations of
the study include the biased responses provided by

the respondents; the sample may not represent the whole population, and most

customers were busy with shopping are some of them. Structured questionnaire

were used to get the responses from the respondents by personally interviewing

them in the store. Some of the suggestions provided by the respondents for

improvement include increasing the efficiency of the billing system in

weekends and during festive seasons, proper arrangement of the products,

reducing too much crowd during festive seasons and improvement in parking
facility. Based on the findings the conclusion was that the overall perception of

the customers towards the store is good. The overall perception was good but

there is still scope of improvement, which are the recommendations given for

the study include priority given on the basis of quantity of purchase in the queue

to complete the billing formalities, proper trimming or arrangement of the

products, making aware and attractive, attracting the customers by conveying

the benefits of visiting the store during off season, improving the ambience and

making sales personnel interaction more effective are some of the

recommendations given for the study.

Chapter – 1

INTRODUCTION

The Indian retail industry is the fifth largest in the world. Comprising of organized and
unorganized sectors, India retail industry is one of the fastest growing industries in India,
especially over the last few years. Though initially ,the retail industry in India was mostly
unorganized, however with the change of tastes and preferences of the consumers, the industry is
getting more popular these days and getting organized as well. With growing market demand, the
industry is expected to grow at a pace of 25-30% annually. The India retailindustry is expected to
grow from Rs. 35,000 crore in 2004-05 to Rs. 109,000crore by the year 2010.Growth of Indian
Retail According to the 8th Annual Global Retail Development Index (GRDI) of ATKearney,
India retail industry is the most promising emerging market forinvestment. In 2007, the retail
trade in India had a share of 8-10% in the GDP(Gross Domestic Product) of the country. In
2009,it rose to 12%. It is alsoexpected to reach 22% by 2010.

According to a report by Northbride Capita, the India retail industry is expected

to grow to US$ 700 billion by 2010. By the same time, the organized sector will

be 20% of the total market share. It can be mentioned here that, the share of

organized sector in 2007 was 7.5% of the total retail market.

Major Retailers in India

Pantaloon:

Pantaloon is one of the biggest retailers in India with more than 450 storesacross the country.
Headquartered in Mumbai, it has more than 5 million sq. ft retail space located across the
country. It's growing at an enviable pace and isexpected to reach 30 million sq. ft by the year
2010. In 2001, Pantaloonlaunched country's first hypermarket ‘Big Bazaar’. It has the following
retail segments:

· Food & Grocery: Big Bazaar, Food Bazaar

· Home Solutions: Hometown, Furniture Bazaar, Collection-i

· Consumer Electronics: e-zone

· Shoes: Shoe Factory

· Books, Music & Gifts: Depot

· Health & Beauty Care: Star, Sitara

· E-tailing: Futurebazaar.com
· Entertainment: Bowling Co.

Tata Group

Tata group is another major player in Indian retail industry with its subsidiaryTrent, which
operates Westside and Star India Bazaar. Established in 1998, italso acquired the largest book
and music retailer in India ‘Landmark’ in 2005.Trent owns over 4 lakh sq. ft retail space across
the country.

RPG Group

RPG Group is one of the earlier entrants in the Indian retail market, when itcame into food &
grocery retailing in 1996 with its retail Foodworld stores.Later it also opened the pharmacy and
beauty care outlets ‘Health & Glow’.

Reliance

Reliance is one of the biggest players in Indian retail industry. More than 300Reliance Fresh
stores and Reliance Mart are quite popular in the Indian retailmarket. It's expecting its sales to
reach Rs. 90,000 crores by 2010.

AV Birla Group

AV Birla Group has a strong presence in Indian apparel retailing. The brandslike Louis Phillipe,
Allen Solly, Van Heusen, Peter England are quite popular.It's also investing in other segments of
retail. It will invest Rs. 8000-9000 croresby 2010.

Retail formats in India

Hypermarts/supermarkets: large self-servicing outlets offering products from avariety of

categories.

· Mom-and-pop stores: they are family owned business catering to smallsections; they are
individually handled retail outlets and have a personaltouch.

· Departmental stores: are general retail merchandisers offering qualityproducts and services.
· Convenience stores: are located in residential areas with slightly higherprices goods due to the
convenience offered.

· Shopping malls: the biggest form of retail in India, malls offers customersa mix of all types of
products and services including entertainment andfood under a single roof.

· E-trailers: are retailers providing online buying and selling of productsand services.

· Discount stores: these are factory outlets that give discount on the MRP.

· Vending: it is a relatively new entry, in the retail sector. Here beverages,snacks and other small
items can be bought via vending machine.

· Category killers: small specialty stores that offer a variety of categories.

They are known as category killers as they focus on specific categories,such as electronics and
sporting goods. This is also known as Multi Brand Outlets or MBO's.

· Specialty stores: are retail chains dealing in specific categories and provide deep assortment.
Mumbai's Crossword Book Store and RPG's Music World are a couple of examples.Challenges
facing Indian retail industry

· The tax structure in India favors small retail business

· Lack of adequate infrastructure facilities

· High cost of real estate

· Dissimilarity in consumer groups

· Restrictions in Foreign Direct Investment

· Shortage of retail study options

· Shortage of trained manpower

· Low retail management skill

TheFuture
The retail industry in India is currently growing at a great pace and is expected to go up to US$
833 billion by the year 2013. It is further expected to reach US$1.3 trillion by the year 2018 at a
CAGR of 10%. As the country has got a high growth rates, the consumer spending has also gone
up and is also expected to goup further in the future. In the last four year, the consumer spending
in India climbed up to 75%. As a result, the India retail industry is expected to grow further in
the future days. By the year 2013, the organized sector is also expected to grow at a CAGR of
40%.
 CHAPTER-2

LITERATURE REVIEWS

COMPANY PROFILE
Company Profile:

Type: Subsidiary of Pantaloon Group.

Founded: 2001.

Headquarters: Mumbai, India.

Industry: Retail.

Parent: Pantaloon Group.

Owner: Kishore Biyani.

Slogan: Is se sasta aur accha kahi nahin.

Big Bazaar is a chain of hypermarket in India, which caters to every family’s needs and
requirements. This retail store is a subsidiary of Future group, Pantaloons Retail India Ltd. and is
an answer to the United States’ Wal-Mart. Big Bazaar has released the doors for the fashion
world, general merchandise like sports goods, cutlery, crockery, utensils, and home furnishings
etc. at best economical prices.

Big Bazaar group offers more than 100 stores all over the country with an amalgamation of
Indian bazaars’ feel and touch with a convenience and choice of the modern retail facilities. The
retail format of the Big Bazaar group includes Aadhar, Rural & Home-Town retail chain, Ezone
home-improvement chain, sportswear retailer, depot and music chain is few among other The
worldwide country chain, Big Bazaar, is formed by CEO of Future Group, Mr. Kishore Biyani.
The group do not promises more than what it delivers. Their basic attraction associated with
reasonable prices is their Unique Selling Price.

Though, the products Big Bazaar stores stocks might not be advanced, but the customers are
assured to avail the worth of the money spent by them. In 2001,the group opened its first store on
the VIP Road, Calcutta, which was the primary departmental store offering regulated services of
parking, steel vessels ,apparel, electronics etc under the one roof at the competitive prices. Big
Bazaar has become a massive hit with lower middle-class and middle class people as a major
client base .At present, the Future Group comprises various formats and brands like Pantaloons,
F123, Copper Chimney, E tam, Staples, One Mobile, Urbana, Brand Factory, Loot Mart, Home
Town and Central. The Big Bazaar has several stores located all over the India, among that
Chennai, Hyderabad, Ahmedabad, Bangalore, Kolkata, Pune, Mumbai and Delhi is those metro
cities where the stores of Big Bazaars are located.
Facilities offered by Big Bazaar
· Online shopping: Big Bazaar has an official website, Future Bazaar.com, which is one of the
most favorite sites among people of India for online shopping. Future Bazaar is an online
business venture of Future Group, which sells an assortment of products such as fashion, which
includes merchandise for men and women, mobile accessories, mobile hand sets and electronics
like home theatres, video cameras, digital camera, LCD tv, kitchen appliances and many more.

· Discounts: “Hfte ka sabse sasta din was introduced by the Big Bazaar, wherein extra and
special discounts were offered on Wednesday every week, to attract the potential buyers into
their store.

· Security check: At each exit of Big Bazaar, they use alarm systems or Electronic Article
Surveillance system, which detects the products tha thas attached tags or not.

Statement of the Problem:

It is very important for any company to know how the customers perceive their products,
services or the organization as a whole. It is the customer’s perception which influences the
products and services of the organization. If the organizations makes an attempt to find the
customers perception then, it can alter its products accordingly and offer to its customers. So
understanding the customer’s perception is a very difficult and vital task for the organizations.
The companies should be dynamic and should update themselves according to the changing
needs of the customer. Coming to our study customer perceptions can give a lot of inputs and
scope for improvement, lots of customers across all the ages, income groups and occupations
visit the store. Different customers have different experiences and perceptions towards the store,
understanding these differences and rendering what the customers need is very vital for the
survival and the growth of the store. In this study we are attempting tounderstand the customer
perceptions so that the store can improve upon in where the customers do not have good
perceptions Ascertaining customer’s perception becomes very complicated when it comes , as it
is a part of service sector. Lot of complications are involved in ascertaining the perception like
firstly, retailing is a service (which is intangible)and secondly, it is very difficult to understand
how the customers perceive. the customer’s perception helps the store to improve itself areas.
 Objectives of the study:
1. To know the overall perception of the customers towards Big Bazaar.

2. To know the frequency of the customers visiting the store.

3. To know the gender, marital status and occupation of the respondents visiting the store.

4. To ascertain and understand the perception towards the prices, product variety, the shopping
experience, parking facility, billing system, promotions offered, interaction of the sales personnel
with the customers and the quality of the products offered at BIG BAZAAR.

5. To know the reasons so as to why the people shop at BIG BAZAAR.

6. Whether customers know the private label product or not.

Scope of the study:

The data was collected from the respondents across all the ages, income groups, occupation and
gender. The total sample size for the study is 100. The study involves ascertaining the customer
perception towards various areas such as price, promotions offered, billing system and parking
facility etc. The study also tries to know why the customers visit and shop at BIG BAZAAR and
get valuable suggestions from them. So the study tried to get the responses almost all kinds of
respondents.
 Type of research design
Meaning: A research design is a method and procedure for acquiring information needed to solve
the problem. A research design is a basic plan that helps in data collection or analysis. It
specifies the type of information to be collected, the source and collection procedure. A good
research decision will ensure that the data collected is relevant to the objectives to be achieved.

Types of Research Design:

1. Exploratory Research

2. Descriptive Research

3. Causal Research Design

• Exploratory research design:

Exploratory research focuses on the discovery of the ideas; the major purpose ofthis study is to
identify the problem. Exploratory study is used in the initial phase of the research. The broad and
vague problem divided into small and precise statements. Exploratory research is intended to
develop initial insight and provide direction for any other further research needed.

• Descriptive research design:

It is a research, having clearly defined objectives and data requirements and is capable of
suggesting a specific course of action to be taken by the decision makers. As the name suggests,
it implies to describe something. It is intended to generate data describing characteristics of the
groups such as consumers ,Salespeople, Market areas; Questionnaires can be used to gather data.

• Causal research design:

The design attempts to specify the nature of functional relationship between two or more variable
factors present in the problem environment. Experimentation is done to find the effect of one
factor on the other. The objective of the causal research includes: to study the Cause-Effect
relationship of factors that affect the market.

Research Method
There are mainly five types of research methods used in a study. They are:

• Observation

• Experimentation

• Survey

• Test Marketing

• Consumer panel

For this study, the survey and observation method were more appropriate then other methods
because the study required the responses from the respondents and survey method suited the
most.

Type of Data
There are mainly two types of data collection method. They are:

1. Primary data 2. Secondary data

Primary data is the data, which is collected at the first hand either by there searcher or by
someone else especially for the purpose of the study .Communication and observation are two
basic means of obtaining primary data. Communication involves the questioning of respondents
to secure the described information using a data collection instrument. Observation does not
involve questioning. Rather it means that the situation of interests is checked and the relevant
facts, actions and behaviour are recorded .The primary data for this study was collected through
questionnaires. This method of data collection is quite popular, particularly in case of big
enquiries. The questionnaire has been used to survey the customers who visit the BIGBAZAAR
store.

Secondary data includes those data, which are collected for some earlier research work and are
applicable in the study, the study researcher has presently undertaken. Efficacious use of
secondary data can both save money and time of the researcher. The researcher using secondary
data must also know the fundamentals of the primary data collection. Secondary data is a
valuable source of data. Though the secondary data is less expensive and can be collected within
a short period of time yet, they do not solve the research problems completely. This may be due
to different units of its measurement, different classes employed to report data, which may
become outdated by the time of its publication, this data may not be adequately processed, it may
not be sufficient and so on.
Sampling Procedure
In the study of this kind primary data plays a vital role. Regardless of the method used to obtain
the primary data (experimentation, observation and survey), the researcher has to decide whether
the data to be obtained from every unit of the population under study or only a representative
portion of the population will be used. The first approach, which is collecting data about each
and every unit of the population, is called census method .The second approach, where only a
few units of population under study are considered for analysis is called sampling method.

Sampling plan
Type of sampling: The sampling is non-probability convenient sampling of customers. The
respondents are chosen according to the convenience of the researcher. The customers who gave
visit to the store during the study they were picked randomly according to the researcher
convenience.

Sample size: The total sample size for the study was 100 respondents.

Research Instrument
The instrument used in the study is – structured questionnaire.

Method of data collection

The data was collected by personally interviewing all the respondents.

Limitations of the study

Every research is carried under some boundaries and this research is not an exception.

The limitations of this research are:

· The opinion of the respondents visiting the BIG BAZAAR store may not represent the whole
population.

· Due to the limitations of time, a larger respondent base could not be covered and was limited to
a sample size of 100 respondents.
· There might have been tendencies among the respondents to filter their responses under the
given conditions.

· The customer’s opinion might have been biased and may not represent the whole population of
the city.

· Most customers were busy and pre-occupied with shopping.

· Analysis of data obtained from the questionnaire was done on the assumption that honest and
correct information had been given by the respondents.

Options Respondens Percentage %

male 53 53%
female 47 47%
total 100 100%

Table No.1 shows Gender of respondents

Series 1
54
53
53

52

51

50

49
Series 1
48
47
47

46

45

44
male female

Fig 1
Table no. 2 : showing the Frequency of Respondents visiting Big Bazaar stores

options respondents percentage %

once in a week 16 16%
Twice in a week 10 10%
once in a month 25 25%
occasionally 49 49%

Sales

16%

10%
49% once in a week
twice in aweek
once in a month
ocassionaly
25%

Fig. 2
 Analysis and Interpretation:
About 16% of the respondents would like to visit the store once in a week; thisday will be mostly
weekend’s .i.e. Saturdays and Sundays. Very fewrespondents would like to visit twice in a week
that are 10%. About 25% of therespondents would find it ideal to visit once in a month, which is
second highestfrequency of visiting the stores. And at last only 49% of the respondents would
like to visit occasionally as most of them do not want to miss the experience ofor due to need
that arise for the products and promotional offer.

Table No.3 shows the Customers perception of prices offered

option respondents percentage %

Economical 25 25%
competitive 40 40%
Satisfied 100 100%
high 5 5%
 5
4.5
4.5 4.3

4
3.5
3.5

3
2.5
2.5
Series 1
2

1.5

0.5

0
economical compitetive satisfied unsatisfied

Fig.3

Analysis and Interpretation:

About 25% of the respondents feel that a price of the products at “Big Bazaar”is economical i.e.
they are not too high and not too low. About 40% of therespondents feel that the prices are
competitive and 5% of the respondents feelthe prices are high and they are unsatisfied price of
the product in Big Bazaar.The above table shows that 100% of the respondents feel the prices at
the storeare affordable and price of the product do not bother much while making apurchase
decision.

Table No.4 shows the Customer perception of product variety

 options respondents percentage
%
Narrow (poor) 7 7%
Average 13 13%
Broad (good) 80 80%
total 100 100%

90%

80%
80%

70%

60%

50%

Series 1
40%

30%

20%
13%
10% 7%

0%
broad average narrow

Fig.4

Analysis and Interpretation:

The above chart show that 7% of the respondents say that product variety in BigBazaar is
narrow. And 13% say that it is average. But 80% of the respondentsfeel that productsvariety is
broad in Big Bazaar.
Table No. 5 shows the Customer perception towards shopping experience

options respondents percentage %

Delighted 25 25%
Satisfied 70 70%
Unsatisfied 5 5%
total 100 100%

80%
70%
70%

60%

50%

40% Series 1

30% 25%

20%

10% 5%

0%
unsatisfied satisfied delighted

Fig.5

Analysis and Interpretation:

More than half of the respondents fell that the shopping experience at “BigBazaar” is followed
by 70% who feel that they are satisfied and 25% of the respondent have delighted shopping
experience. But 5% have unsatisfied (Poor)experience.

Table No.6 shows the Customer perception towards parking facility

options respondents percentage %

 Poor 40 40%
Average 45 45%
Good 15 15%
Total 100 100%

50%
45%
45%
40%
40%

35%

30%

25%
Series 1
20%
15%
15%

10%

5%

0%
good poor average

Fig.6

Analysis
The above table shows that 45% of the respondents say that the parking facilityis average and
15% of the respondents say its good, and finally 40% of therespondents feel that the parking
facility is poor. The capacity of the parkingfacility is about 100 to 50 vehicles. On the weekends
customers face difficulty offinding parking place .i.e. both two wheeler and four wheeler vehicle
owners.So from the above table it is clear that majority of the respondents perceive the parking
facility provided as average followed by the options good and poor.

Table No.7 shows the Customer perception towards billing system

 options respondents percentage %

Average 40 40%

Good 27 27%

Poor 33 33%

Total 100 100%

45%

40%
40%

35% 33%

30%
27%

25%

Series 1
20%

15%

10%

5%

0%
good poor average

Fig.7

Analysis and Interpretation:

The above table indicates that 40% of the respondents perceive that the billingsystem is average
followed by 27% of the respondents perceiving as good and33% as poor. Customers find it
difficult with the long Billing counters duringThe weekends as compared to the week days. The
above table clearly indicatesthat the perception towards the functioning of the billing counter is
average andneeds to function more efficiently.

Table No 8: shows the Customer perception towards the promotions

options respondents percentage %

Less 32 32%
interaction
More 68 68%
interaction
Total 100 100%

80%

70% 68%

60%

50%

40%
Series 1
32%
30%

20%

10%

0%
more interacton less interaction

Fig.8

Table No.9 shows the Customer perception towards quality of the products Offered

options respondents percentage %

Poor 2 2%
Average 27 27%
 Good 71 71%
Total 100 100%

80%
71%
70%

60%

50%

40%
Series 1

30% 27%

20%

10%
2%
0%
poor average good

fig.9

Analysis and Interpretation:

From the above table it is clear that only 2% of the respondents feel that thequality of the
products offered at the store is poor, which is negligible. Andabout 27% of the respondents
saying that the quality of the products offered areaverage followed by 71% of the respondents
expressing that the quality of theproducts is good. So from the above table it is clear that the
respondents arepretty much comfortable with the quality of the products offered at the store.

options respondents percentage %

Good 2 2%
ambience
It is one 66 66%
stop shop
Easy 10 10%
accessibility
 of store
Reasonable 8 8%
Table no.10 show price why do customers
Good 9 9%
shop at BigBazaar.
quality of
products
All of them 5 5%

Sales
70% 66%

60%

50%

40%

30% Sales

20%
10% 9%
10% 8%
5%
2%
0%
it is one stop easy accessibility goog quality of reasonable price all of them good ambience
shop of store products

Fig.10

Analysis and Interpretation:

From the above table it is clear that most of the customers shop at Big Bazaarbecause it offers
reasonable prices, about 8% of the customers shop due to thisreason. And about 66% of the
customers, which is most force to shop becausethe store is one stop shop and 9% of the
customers shop due to the good qualityof the products offered in the store followed by 10% of
the customers becauseof easy accessibility of the stores and 2% of the customers because of
goodambience at the store. Only 5% of the customers come to Big Bazaar becauseall of them.

Table no. 11 show brand prefer by customers.

 options respondents percentage %
Local brand 10 10%
Store brand 42 42%
Branded 48 48%
total 100 100%

60%

50% 48%

42%
40%

30%
Series 1

20%

10%
10%

0%
local brand store brand branded

Fig.11

Analysis and Interpretation:

Most of the respondents use the branded product. 61% of the respondents usebranded products
and 36% of the customers use the store/private label brand.Only 3%of the respondents use local
brandsSo, here we analysis that most of the customers use the branded products as well private
label product.
Table no. 12 show the satisfaction of the customers towards Big Bazaar.
options respondents percentage %
yes 92 92%
No 8 8%
Total 100 100%

100%
92%
90%

80%

70%

60%

50%

40%

30%

20%

10% 8%

0%
yes no

Fig.12

Analysis and Interpretation:

Most of the respondents say that they are satisfied with products which areoffered by Big Bazaar.
92% of the respondents say they are satisfied and only 8% of the customers unsatisfied and they
reply they are not satisfied.
 Conclusion
The overall perception of the BIG BAZAAR store is good except in some areaslike billing
system during the weekends, and parking facility. The target marketfor the BIG BAZAAR hyper
market is the growing middle class segment.Customers found the prices are affordable with a
good variety of the productsavailable under one roof.Customers responded positively to the
promotions offered at the store, with thesales during the weekends and festive seasons picking up
nicely. The quality ofthe products offered at the store was also very well accepted by the
customers,and customers also enjoyed the food offered at the food stop.Reasonable price of the
products at the store was the driving factor for thecustomers to shop in the store. Most of the
customers found it convenient tovisit the store once in a week.So we can conclude that the
overall perception of the customers towards thestore is positive and are satisfied with the way the
store is managed.
 Recommendation
• The problem of the billing system comes into picture during the weekends andduring the
festive seasons, where in it takes a lot of time for the customers tocomplete the billing
formalities. So the store should take certain steps where thecustomers without any difficulty pays
the bill and comes out of the queue assoon as possible. For this the store can give priority for the
customers whosepurchases are bulky and allow that customer to come out of the queue as soon
as possible because of the bulk purchases made by that customer. In this way byintroducing
certain flexibility the problems can be reduced.

• During the festive seasons and weekends the store will be too crowded andcustomers do not
find it comfortable to shop. So it is important that there will besmooth flow of the customers
within the store and the customer finds it easy toshop during this period. For this reason the store
can covey the benefits ofvisiting the store during the off season to the customer. The same
strategy canbe used by the store to reduce the problem of parking during the weekends
andfestivals.

• The sales personnel in the store also play a very vital role in influencing thecustomer
perception towards the store. As sales people in the store are the onewho face the customers and
interact with them on the consistent basis theyshould posses a descent knowledge about the
products in which they areinvolved in selling and make sure that they behave in a right way with
thecustomers.

• The store should not focus only on one or two areas to improve the customerperception towards
the store instead, the organization should involve itself inimproving all the customer influencing
areas and try to improve the overallcustomer perception towards the store.

• The tidiness of the store also helps in enhancing the image of the store. The employees should
make sure that the floors of the store are clean and no dustshould be found on the products.
These small things should be taken care of regularly and should not be ignored thinking that
these are small things.

• The ambience within the store also plays a very important role in influencingthe customer
perception towards the store. The ambience, such as the lighting inthe store, the music that is
being played etc. should be taken care of. Goodambience for shopping improves the customer
perception.

• One bad instance in the store can disappoint the customers. So the employeesin the store should
make sure that, no bad instance is faced by the customerswhile shopping. Practicing this
enhances the customer perception towards thestore.

• Last and not the least all the employees should work as a team to provide abetter shopping
experience to the customers. At the end of the day what countsis, what is that the customers have
taken away from the store. So all theemployees should work as a team and provide a good
shopping experience tothe customers so that the customers visit the store frequently.
 BIBLIOGRAPHY
· Internet Google And Wikipedia.Com

· Marketing Management T.N. Chabra

· Reeder Robart R. Indutrial Marketing Analysis, Planning And Control Englewood Chils, new
Jersay Prentice Hallinc. 1991

· Vitale , Business To Business Marketing, Thomsan Learning Mumbai

· Havaldar, Krishna K . Industrial Marketing, Tmh , New Delhi

· Gross . Ac. Business Marketing Boston, Houghton Mifflin 1993

· Hill,Richard, Etc. Industrial Marketing. Homewood Illinois, Richard D. Irwan, 1975

 QUESTIONNAIR
Name…………………………

Contact no:

· Gender: Male Female

· Marital status: Married Unmarried

· Occupation : Student Business Man

Employee Others

Sir/Madam

I am a student of Fairfield Institute of Management & Technology(kapeshera) doing a study on

consumer perception towards Big Bazaar.Kindly answer the question listed below. Responses
provided would be strictlyused for academic purpose.

1. How frequently do you visit Big Bazaar?

Once in a week Twice in a week

Once in a month Occasionally

2. How do you perceive the price offered at Big Bazaar?

Economical Competitive Satisfied

3. The product variety at Big Bazaar is?

Narrow (Poor) Average Broad (Good)

4. The shopping experience at Big Bazaar is?

Delighted Satisfied Unsatisfied

5. The parking facility at Big Bazaar is?

Poor Average Good

6. How is the billing system at Big Bazaar?

Poor Average Good

7. The promotion offers by Big Bazaar are?

Poor Average Good

8. The interaction of sales people with the customer in the store is?

Less interaction Much Interaction

9. The quality of the product offered at Big Bazaar is?

Poor Average Goods

10. Do you think the facilities provided by the Big Bazaar, are much betterthan the other retail
stores?

Yes No

11. You shop at Big Bazaar because of

Good ambience it is one stop shop easy accessibility of store

Reasonable price Good quality of product All of above

12. Do you know about the private labeling products?

Yes No

13. Which type of brand you prefer while doing shopping?

Local Store brand private label Branded

14. Are you satisfied with products which are offered by Big Bazaar?

Yes No

15. Have you faced any problem while shopping at Big Bazaar?

Please write………………………………..............................................