A

LIVE PROJECT REPORT

ON

“STUDY OF CUSTOMER SERVICE WITH REFERENCE TO

BIG BAZAAR”

Guides-

Mr. Deep Chandra Oli

Mr. K.S.Rawat
 Submitted by –

Ankit Tiwari

PREFACE

This project report attempts to bring under one cover the entire hard work and

dedication put in by me in the completion of the project work on Customer

services with reference to Big bazaar.

I have expressed my experiences in my own simple way. I hope who goes through

it will find it interesting and worth reading. All constructive feedback is cordially

invited.
 INDEX

CONTENTS

1. EXECUTIVE SUMMARY

2. INTRODUCTION

3. OBJECTIVES OF THE STUDY

4. COMPANY PROFILE

5. MARKETING MIX

6. CUSTOMER SERVICES IN BIG BAZAAR

7. SWOT ANALYSIS

8. RESEARCH METHODOLOGY

9. LITERATURE REVIEW

10. DATA ANALYSIS

11. CONCLUSION

12. RECOMMENDATIONS
 EXECUTIVE SUMMARY
The study undertaken at Big Bazaar, Haldwani titled- “ Study on Customer
Service With Reference To Big Bazaar ”.
In this report in the first chapter the introduction about the live project topic
chosen for the study is given along with the importance of study and scope of
study.

The second chapter explains about the company profiles of organization which
is under study, board of directors, vision and mission, product/ service profile,
areas of operation, infrastructure, etc.

Competitors information and swot analysis has been done to know the core
competencies and future growth prospects of the company.

In the next chapter the adopted research methodology has been discussed and
analysis and interpretation of data collected with relevant tables and graphs has
been done.

The last chapter explains about the findings and suggestions of the report and
concluded with brief.
 INTRODUCTION
Customer service is the provision of services to customers before, during and after a

purchase. According to Turban “Customer service is a series of activities designed to enhance

the level of customer satisfaction – that is, the feeling that a product or service has met the

customer expectation."

Its importance varies by product, industry and customer; defective or broken merchandise can be

exchanged, often only with a receipt and within a specified time frame. Big Bazaar will often have

a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform

related functions at the point of sale; the perceived success of such interactions being dependent

on employees "who can adjust themselves to the personality of the guest,"

Customer service plays an important role in an organization's ability to generate income and

revenue. From that perspective, customer service should be included as part of an overall approach

to systematic improvement. A customer service experience can change the entire perception a

customer has of the organization.

Customer support is a range of customer services to assist customers in making cost effective and

correct use of a product. It includes assistance in planning, installation, training, trouble shooting,

maintenance, upgrading, and disposal of a product.

A multitask position drawing on extensive CUSTOMER SERVICE experience to advance a

proven track record for developing and maintaining key accounts and improving departmental

efficiency.
IMPORTANCE OF STUDY

Its provide guideline for further research in area for organized retail. Research says about customer

buying behavior towards Big Bazaar. The research is also important to identify Market size,

growth and Market Potential of Big Bazaar. The research shows future Scenario of Big Bazaar in

current perspective. The study shows Opportunities and challenges for Big Bazaar respect of

internal & external environment. Research say about main competitors in the field of organized

retail sectors. The study provide guideline to further extension of Big Bazaar. The study provide

help to know the customers satisfaction with Big Bazaar stores.

OBJECTIVES OF THE STUDY

1. To study how the marketing mix influence the customer .

2. To study and understand the strengths, weaknesses and main competitors of Big Bazaar
with regard to services.

3. To understand the customer feedback about customer service of big bazaar.

COMPANY

PROFILE
BIG BAZAAR
Big Bazaar is a chain ofhypermarketsin India, with more than 256 stores in operation. It is

asubsidiary of Future GroupVenture Ltd's, and follows the business model ofUnited States-based

Wal-Mart. Big Bazaar has an officialwebsite, FutureBazaar.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 handsets and electronics like home theatres, video

cameras, digital camera, LCD TVs, kitchen appliances and many more.

Discounts: “Hafte 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 that has attached tags or not.

1. Big Bazaar is a chain of hypermarket in India, which caters to every family’s needs and

requirements.

2. 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.

3. Big Bazaar group offers more than 256 stores all over the country with an amalgamation

of Indian bazaars’ feel and touch with a convenience and choice of the modern retail facilities

4. The worldwide country chain, Big Bazaar, is formed by CEO of Future Group, Mr.

Kishore Biyani. Their basic attraction associated with reasonable prices is their Unique Selling

Price.
5. Big Bazaar has become a massive hit with lower middle-class and middle class people as

a major client base.

6. Reflect the look and feel of Indian bazaars at their modern outlets.

GROUP VISION

“To deliver Everything, Everywhere, Everytime to Every

Indian Consumer in the most profitable manner.”

GROUP MISSION

1 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 economic

development.

2 We will be the trendsetters in evolving delivery formats, creating retail realty, making

consumption affordable for all customer segments – for classes and for masses.

3 We shall infuse Indian brands with confused and renewed ambition

4 We shall be efficient and cost-conscious and committed to quality in whatever we do.

Board of directors

1. Managing director

Mr kishore Biyani

2. Wholetime Director

Mr Gopikishan Biyani

Mr Rakesh Biyani

3. Director

Mr Shailesh Haribhakti

Mr S.Doreswamy

Mr Darlie Koshy

Mr Anil Harish
BIG BAZAAR SUPER CENTER

Big Bazaar Hyper mart chain in India

Outlet 256 Outlets

Parent Group Future Group

Owner Kishore biyani

Founded 2001

Head Quarter Mumbai

Industry Retail

Tagline Is se sasta aur accha kahin nahi

CORE VALUES

1 Indianness-Confidence in ourselves

2 Leadership-To be leader in thought & business

3 Openness-To be open in & receptive to new ideas, knowledge & information

4 Adaptability-To be flexible & adaptable, to meet new challenges.

MARKETING MIX
4 P’S of Big Bazaar
PRODUCT MIX

Apparels Home Care Chill Station Farm Produce

Denims & Shirts Shampoos Soft Drink Fruits

Fabrics Detergents Packaged Juices Vegetables

Imported
Formal Wear Soaps Milk Items Fruits
Dairy
Casual Wear Liquid Wash Frozen Foods Products

PRICE MIX

⮚ Value Pricing (EDLP)

⮚ Promotional Pricing

⮚ Low Interest Financing

⮚ Psychological Discounting

⮚ Special Event Pricing

⮚ Time Pricing

PLACE MIX
●
● Initially Identifies Future/Potential development areas.
●

● Acquire such areas at an early phase before the real estate value booms.
●
● Located at high traffic areas.
●

● Design to look crowded.

PROMOTION MIX

“Saal Ke Sabse Saste 3 Din”

Future Pay Wallet Offers

Advertising(Print ads, TV Ads, Radio)

Brand Endorsement by Celebrities

Exchange Offer

Weekend Discount

Paytm Wallet Discoun

Customer Segmentation of Big Bazaar

Big Bazaar targets higher & upper middle class customers.

The large and growing young working population is a preferred customer segment.

Big Bazaar specially targets working women & home markets who are the primary

decision maker.

Good customer service is the lifeblood of any business. You can offer promotions and slash

prices to bring in as many new customers as you want, but unless you can get some of those

customers to come back, your business won't be profitable for long.

Good customer service is all about bringing customers back. And about sending them away

happy - happy enough to pass positive feedback about your business along to others, who

may then try the product or service you offer for themselves and in their turn become repeat

customers.

Big bazaar use 8 golden rules to deal with Customer Services.

Answer the phone.

Don’t make promise unless you will keep them.

Listen to your customer.

Deal with complaints.

Be helpful.
Train your staff to be always helpful, courteous and knowledgeable.
 Take the extra step.

Throw in something extra.

Customer satisfaction in big bazaar

The degree of customer satisfaction one delivers determines the level

of long- term success he will achieve in business.”

Customer satisfaction their top priority

Don't just make sales. Create customers - satisfied customers. In addition to the

Immediate profit they provide on the first sale, satisfied customers help build

the business in 2 other important ways:

1. They become a reservoir of repeat buyers. For some businesses that

means repeat buyers for more of the same product or service. For every

business, it means buyers for additional products and services.

2. They automatically refer more business to you from their friends and business

contacts. This is highly profitable business for you because it doesn't cost you any time or

money to get it.

Customers services offered by Big Bazaar

 Online shopping: Big Bazaar has an official website, FutureBazaar.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 suc h as fashion, which
Includes merchandise for men and women, mobile accessories, mobile handsets and electronics

like home theatres, video cameras, digital camera, LCD TVs, kitchen appliances and many

more. Discounts: “Hafte 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 that has attached tags or not.

Customer oriented Strategy

Attracting & retaining customers.

Uses Non- Traditional Strategy.

Moving demo-trolley.

Used young population as strategic blessing.

Attractive Design, interior & good atmosphere.

Competitors of Big Bazaar with regard to services

Wal-Mart

Reliance

Vishal mega mart

Local retailers
SWOT ANALYSIS
1. Strengths

Everyday low pricing

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

Failing revenue/sq.ft

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 retail sector.

Evolving consumer preference

Organized retail presently nearly 5% in India. So it acts as a great opportunities to

the organization for its growth.

4. Threats

Competition from organized retail players which are in market and are emerging.
RESEARCH
METHODOLOGY
Meaning
Research Methodology is a set of various methods to be followed to find out various
information regarding market strata of different products. Research Methodology
is required in every industry for acquiring knowledge of their products.

Area of study
The study is exclusively done in the area of marketing. It is a process requiring care,
sophistication, experience, business judgment, and imagination for which there can be no
mechanical substitutes.

Sources of Data

Primary Source

Secondary Source

Primary Source- The primary data was collected by means of a survey. Questionnaires were
prepared and customers of the big bazaar at Haldwani branch were approached to fill up the
questionnaires. The questionnaire contains questions which reflects 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 strongly disagree, disagree, uncertain, agree and strongly agree 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 search and answers.com.

RESEARCH DESIGN

The research design is exploratory till identification of customer services parameters. Later it
becomes descriptive when it comes to evaluating customer perception of customer service of the
big bazaar.

Descriptive research, also known as statistical research, describes data and characteristics
about the population or phenomenon being studied. Descriptive research answers the questions
who, what, where, when and how.
Although the data description is factual, accurate and systematic, the research cannot describe
what caused a situation. Thus, descriptive research cannot be used to create a causal relationship,
where one variable affects another. In other words, descriptive research can be said to have a low
requirement for internal validity.
The description is used for frequencies, averages and other statistical calculations. Often the
best approach, prior to writing descriptive research, is to conduct a survey investigation.
Qualitative research often has the aim of description and researchers may follow-up with
examinations of why the observations exist and what the implications of the findings are .

RESEARCH SAMPLE
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take sample from the
universe to know about its characteristics.

⮚ Sampling Units: Customers of Big bazaar.

⮚ Sample Technique: Random Sampling.

⮚ Research Instrument: Structured Questionnaire.

⮚ Contact Method: Personal Interview.

SAMPLE SIZE:
The work is a case of Big bazaar one of the Retail Sector industry together representing great per
cent of the market share of Indian retail sector. The survey was conducted in the city of Delhi
with two branches of big bazaar, with 50 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 structured questionnaire,
likert technique is used. Likert scale is simply a statement which the respondent is asked to
evaluate according to any kind of subjective or objective criteria, generally the level of
agreement and disagreement is measured.
RESEARCH LIMITATIONS
1. 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.

2. Respondents may give biased answers for the required data. Some of the respondents did
not like to respond.

3. Respondents tried to escape some statements by simply answering “neither agree nor
disagree” to most of the statements. This was one of the most important limitation faced, as it
was difficult to analyse and come at a right conclusion.

4. In our study we have included 50 customers because of time limit.

LITERATURE REVIEW
1 VSRD International Journal of Business and Management Vol.3

2 Journal of Retailing and Consumer Services

Cybernetics a publishers of the IEEE S…

3 Author Name- Shikhanloo Shima

Publication – online publication on 24sep 2013

FINDINGS OF THE REPORT

Big Bazaar is undoubtedly number one retailer in India. It has build very emotional

& cordial relationship with its customers.

They are also intending to build long term relationship with all its stakeholders which

is very essential for successful business venture.

In order to attract customer they should provide good parking facility,Cleanliness and

hygienic environment is also the major concern for big bazaar.Management needs to be

focus on it.

Store layout should also be developed in an efficient manner so that customer can get

things easily.

I found that most of the people were affected & attracted with offers and schemes. So,

Big Bazaar should employ those people who are well trained to provide information to

customer regarding new things to enhance its customer services.

Consumer choose malls to shop because they all want variety and brands. According

to customers it is economical as compared to other places.

We can also say that location, variety conveniences and economical products are not

the only thing which attract the customer but good customer service is one of the

crucial factor that attract customers.

RECOMMENDATIONS

Advertising is the basic and most prominent tool to increase the awareness of product.

So, Big Bazaar should use this tool to increase their share in the market.

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.

Most respondents take on the spot decision of buying different products because of the

various attractive products displays. So pretty combination with good services should be done

to retain customers.

Quality play a major role because most respondent said that they want a quality product and

that’s also the one of the reason for most of the respondents sticking to particular brand.

Customers are very price conscious they are having many options in the market. The following

steps should opt :-

Should follow more of high low pricing rather than everyday low pricing

Should go for a weekly coupon system as it hold more of the loyal customers.

Should provide good customer services so that customer like to visit again.

There should be a proper assortment of various product categories.

Proper training should be provided to the customer so that they can deal with customer

efficiently

Various offers can be provided to them to attract new customers.

Quality in product should be reach up to mark.

CONCLUSION

As most of the retail industries did market research before entering into market. Same thing

was done by Big Bazaar. Location, market, consumer perception analysis was done by big

bazaar.

In one year, much more diversification was done in it. And to retain customers they use

many loyalty programs & IT techniques.

Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good

quality for all at affordable prices. Big bazaar with over 140 outlets in different part of India is

present in both the metro cities as well as in small towns.

Big bazaar can attract more customers by different variety an d assortments.

They can improve customer satisfaction by providing home delivery services.

We can conclude that Big Bazaar has one of the major retail industry in india.

Working environment is good and also the various facilities is provided to increase the

customer services.

There exist a healthy & strong relationship between employees and managers.

The employees accept their responsibility wholeheartedly and perform the services in s
BIBLIOGRAPHY

References
1. Philip Kotler, marketing management,

(Pearson education, 12thedition)

2. Naresh Malhotra marketing research (An applied orientation),

Research design,
(Prentice hall of India pvt. 5th edition)
3. Berman B and Evans J.R, Retail Management

(Pearson education, 10th edition

4. Service Marketing by M.K Rampal
5. Integrated service marketing (4th edition) by Zeithmal

Internet web sites

1 bigbazaar.co.in

2 www.futuregroup.com

3 organizedretail.co.in

5 google.com