“A STUDY ON CUSTOMER SATISFACTION ON BIGBAZZAR,NAYAPALI”

BY

BISWAJIT SWAIN

(REDGISTRATION NO: 1806283035)

OF

RAJDHANI COLLEGE OF ENGINEERING &MANAGEMENT

A REPORT SUBMITTED TOWARDS THE PARTIAL FULFILMENT OF THE
TWO YEAR FULL TIME MBA PROGRAMME 2019

EXTERNAL GUIDE INTERNAL GUIDE

Mr. Arun kumar patra Dr. Amrita Rout

Store manager ,Big Bazzar Associate professor

RAJDHANI COLLEGE OF ENGINEERING & MANAGEMENT

BHUBANESAR
 BONAFIED CERTIFICATE

Certified that this project report titled “A STUDY OF CUSTOMER

SATISFACTION AT BIG BAZZAR,NAYAPALI” is the bonafide work of Mr.
BISWAJIT SWAIN Registration number 1806283035 who carried out
the research under my supervision. Certified further, that to the best of
knowledge the work reported herein does not form part of any other
project report or dissertation on the basis of which a degree or award
was conferred on an earlier occasion on this or any other candidates.

INTERNAL GUIDE HEAD OF THE DEPARTMENT

INTERNAL EXAMINER EXTERNAL EXAMINER

 DECLARATION

I hereby declared that this project entitled, “A STUDY ON CUSTOMER

SATISFACTION AT BIG BAZZAR, NAYAPALI” was sincerely done during
the period from jun 15 to july 31st. The study has undertaken in partial
fulfillment for the Degree of Master In Business Administration at
Rajdhani College Of Engineering & Management , BBSR affiliated under
Biju Patnaik University Of Technology

I also declared that has not been submitted to any other institution
or university , for the award of any Degree or Diploma .

PLACE: NAME:

DATE: REDG NO
 ACKNOWLEDGEMENT
In the first instance, I oblige to the principal Dr. TAPAN KUMAR LENKA,
for their support and encouragement for the completion of my project.
I take this opportunity to convey my sincere thanks to the Head of the
Department MANAS RANJAN MALLICK , for the cooperation and
support given during the course of the project .

I take the privilege to extend my heartly thanks

to my Internal Project Guide Dr. AMRITA ROUT for her valuable and
invariable suggestion and encouragement in carrying out this project
successfully.I take this opportunity to express my deep sense of
gratitude and sincere thanks to Mr. ARUN KUMAR PATRA Store
MANAGER and to the management of who spent their valuable time in
helping me to finish the project.

Last but not the least; I would like to thank my parents and friends for p
roviding all the necessary support throughout the study without which
this study would be an unaccomplished task.

NAME:
REDG. NO:
 TABLES OF CONTENTS

CHAPTER TITILE PAGE

NO NO.

1 CHAPTER- 1 INTRODUCTION
1.1 INTRODUCTION 8
1.2 INDUSTRY PROFILE 13
1.3 PROFILE OF THE COMPANY 15
1.4 BIG BAZZAR E-COMMERCE 18
2 CHAPTER -2 REVIEW OF LITERATURE
2.1 REVIEW OF LITERATURE 23
2.3 RESEARCH REVIEW 27

3 CHAPTER-3 RESEARCH METHODLOGY

3.1 RESEARCH DESIGN 30
3.2 RESEARCH METHOD 30
3.3 METHOD OF DATA COLLECTION 30
3.4 SAMPLE SIZE 31
3.5 DATA ANALYSIS 32
3.6 TOOLS USED FOR DATA ANALYSIS 32
CHAPTER-4

4 DATA ANALYSIS AND INTERPRETAION

4.1 ANALYTICAL APPROACH PROBLEM SOLVING 34
4.3 OBSERVATION 36
4.4 ANALYSIS 36
4.6 CHECK 38
 CHAPTER-5
SUMMARY OF FINDINGS,SUGGESTIONS
5 AND CONCLUSIONS

5.1 SUMARRY OF FINDINGS 45

5.2 SWOT ANALYSIS 45

5.3 SUGGESTION 48

5.4 CONCLUSION 49

5.5 BIBLIOGRAPHY 50
 CHAPTER-1

INTRODUCTION
 INTRODUCTION

Defining Customer Satisfaction:

It is a measurement or indicator of the degree to which customers or

users of an organization’s products or services are pleased with those
products or services.

Customer satisfaction to a company can be defined as :

➢ The company's ability to fulfill the business, emotional, and

psychological needs of its customers;

➢ Quality of service delivery expected by the customers.

➢ An internal drive to satisfy an unsatisfied need of customer.

➢ Providing good service in a pleasant manner and meeting the

customer's expectations;

➢ The measure of the degree to which a product or service meets

the customer's expectations;

➢ Comparison of expectations versus actual experience.

Measuring Customer Satisfaction:

Most companies say that they believe in great customer service, but
few set up a system to ensure that they provide it. To deliver excellent
customer service takes both understanding what your customers want
and the way to see that they receive it.

Delighted Customers Are Profitable:

It is widely accepted that it is almost five times more profitable to sell

to an existing customer than to find a new customer. More important,
the difference between satisfied customers and very satisfied
customers can make a big difference in customer repeat business and
the profits. Measuring client satisfaction is very important and
distinguishing between degrees of satisfaction by using customer
surveys is crucial.

Measuring Customer Satisfaction:

There are several ways to gather input from customers. The simplest
way to find out how customers feel and what they want is to ask them.
If you have only 20 customers, you can talk to each one personally. The
advantage of this approach is that you'll get a personal "feel" for each
customer.
The disadvantage is that you'll gather different
information from each customer depending on how the conversation
goes.
Customer surveys with standardized survey question insure
that you will collect the same information from everyone. Remember
that few of your customers will be interested in "filling out a
questionnaire". It's work for them without much reward. By launching a
customer survey as an attempt to find out "how we can serve you
better" -- your customers will feel less put upon.

Here are a few of the possible dimensions that one could measure:

➢ Quality of product

➢ Pricing

➢ Offers and discounts

➢ Staff’s behavior

➢ Complaints or problems

➢ Billing experience

➢ Security’s behavior

➢ Store’s ambience & cleanliness

➢ Overall experience in store

Using satisfaction Surveys to achieve a Competitive advantage

Consider these statistics:

• Only 4% of all customers with problems complain.

• The average person with a problem eventually tells 9 other

people.

• Satisfied patients and customers tell 5 other people about their

good treatment.

• Cost of acquiring a new customer is usually 5-7 times greater than

retaining current ones.

Cost of hiring and training a new employee is up

to 10 times greater than retaining current ones. These facts underscore
the need to satisfy your current customers so they remain
with your organization. Ensuring their satisfaction is vital to your long-
term business survival and profitability. The technology available to
both you and your competitors has made it easier to duplicate each
other’s products or services.

Because of this, it is increasingly difficult to rely on

features alone to differentiate yourself from the competition. Excellent
customer satisfaction is one of the few ways to achieve a sustainable
competitive advantage
.

Satisfaction (and dissatisfaction) affects your organizations bottom line

The value of satisfaction is often underestimated.

Loyal customers affect an organization’s success, which can be difficult
to quantify. Loyal customers grow your business by increasing market
share. Over a lifetime, a loyal customer purchases more, purchases at a
premium (they are less sensitive to price), costs less to sell to, and
refers your business to others.
 INDUSTRY PROFILE

Industry Insight - Indian Retail Industry:

The retail sector in India is witnessing a huge revamping exercise as

traditional markets make way for new formats such as departmental
stores, hypermarkets, supermarkets and specialty stores. Western-style
malls have begun appearing in metros and second-rung cities alike
introducing the Indian consumer to a shopping experience like never
before.

The Indian Retail Sector:

The Indian Retail Sector is at an inflexion point, with changing

demographics driving growth of organized retailing and driving growth
in consumption. With an expanding economy, the country’s overall
retail sector will become a $450 billion (Rs20.85 trillion) business by
2019.

Along the way, the modern retail business will create

about 1.6 million jobs in the next five years acc. to McKinsey. Modern
retailers will not only create employment opportunities but also would
help raise India’s overall economic productivity and could also result in
lowering prices of goods. With changing demographic and economic
profile of the Indian population, it is believed that India is expected to
experience accelerated consumption over the next few years.
Growth in organized retail:

In sharp contrast to the global retail sector, retailing in

India though large in terms of size is highly fragmented and
unorganized. With close to 12 million retail outlets India has the largest
retail density in the world. However, most of these retail outlets belong
to the unorganized sector. The Indian retail industry is evolving in line
with changing customer aspirations across product groups, with
modern formats of retailing emerging. Organized retail derives its
advantages in generating operational efficiencies while simultaneously
catering to rising consumer aspirations. Size drives economies on
procurement, and lowers logistics and marketing costs while delivering
better value to customers in terms of lower price, better quality,
greater selection, improved service and in store ambience.
 COMPANY PROFILE

Future Value Retail Limited is a wholly owned subsidiary of Pantaloon

Retail (India) Limited. Kishore Biyani is the Managing Director of
Pantaloon retail (India) Ltd and the Group Chief Executive Officer of
Future Group. Pantaloons family store, an organized retail sector was
opened in 1997. This was followed by the opening of Big bazaar, a
uniquely Indian hyper market format that democratized shopping
in India.

Big Bazaar was launched in September, 2001 with the

opening of its first four stores in Calcutta, Indore, Bangalore and
Hyderabad. Currently, there are 214 stores across 90 cities and towns in
India covering around 16 million sq.ft. of retail space. In Tamil Nadu, Big
Bazaar is designed as an agglomeration of bazaars or Indian markets
with clusters offering a wide range of merchandise including fashion
and apparels, food products, general merchandise, furniture,
electronics, books, fast food and leisure and entertainment sections.

Big Bazaar guaranteed that definitely best products offered at the best
prices. Over 1,70,000 products under one roof that cater from apparel
to general merchandise like Plastics ,Home Furnishings, Utensils,
Crockery, Cutlery, Sports Goods, Car Accessories, Books and Music,
Computer Accessories and many, many more. Big Bazaar is the
destinationwhere products available at prices lower than the MRP, setti
ng a new level of standard in price,convenience and quality, making Big
Bazaar, India's favourite shopping destination.
INNOVATIONS:

• Wednesday Bazaar-Big Bazaar introduced the Wednesday Bazaar

concept and promoted it as “Hafte Ka Sabse Sasta Din” . It was
mainly to draw customers to the stores on Wednesdays, when
least number of customers is observed. According to the chain,
the aim of the concept is "to give homemakers the power to save
the most and even the stores in the city don a fresh look to make
customers feel that it is their day".

• Sabse Sasta Din- With a desire to achieve sales of Rs 26crores in a

one single day, Big Bazaar introduced the concept of "Sabse Sasta
Din". The idea was to simply create a day in a year that truly
belonged to Big Bazaar. This was launched on January 26, 2006
and the result was exceptional that police had to come in to
control the mammoth crowd. The concept was such a huge hit
that the offer was increased from one day to three days in2009
(24 to 26 Jan) and to five days in 2011 (22-26 Jan).

• Maha Bachat- Maha Bachat was started off in 2006 as a single day
campaign with attractive promotional offers across all Big Bazaar
stores. Over the years it has grown into a 6 days biannual
campaign. It has attractive offers in all its value formats such as
Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar -
catering to the entire needs of a consumer.
 • The Great Exchange Offer-On February 12, 2009 Big Bazaar launched
"The Great Exchange Offer", through with the customers can
exchange their old goods in for Big Bazaar coupons. Later,
consumers can redeem these coupons for brand new goods
across the nation.

Several promotion schemes practiced at Big Bazaar

• Online shopping cash on delivery

• Exchange offers like Junk swap offer

• Payback card

• Future card

• Wednesday bazaar

• Brand endorsement by Asin and M. S. Dhoni

• Advertisement (print ad, radio and TV)

BIG BAZZAR E-COMMERCE:

Future retail ltd. Which houses sting retail chain formats, has
launched Business-to-consumer (B2B) portal for big bazaar direct. With
it , the company aims to create an e-commerce enabled direct selling
business for its flagship hypermarket Big bazaar.

The online store basically a direct selling platform that

enables to customer to place orders with the company’s franchisees,
post which they will receive their orders in three-seven days. Earlier
this year, the future group launches its franchisees retail model format
under the branding of Big Bazaar Direct, and its targeting 50000
franchisees by the end of 2014.

What’s on offer ?

Accessible on shop.bigbazaardirect.com, the site currently

offers products in a seven categories that include mobiles, electronic,
appliances, luggage and travel, home & living, kitchen & dining and
fashion. Users also can search product via dedicated ‘search bar”,and
filter them according to their category.

However, instead of offering a regular e-commerce site,

the company has added a twist to it. For placing orders, users must
need to login to the site and enter details in the nearest franchisees
while placing the order. Every Big Bazaar direct franchisees is issued a
unique franchise code, and customer can buy products only if the
franchisees has shared his/her code with them.

Note that the franchisees code is only for reference to link your order
with Big Bazaar’s franchisees, and should not be treated as any
discount code.

Currently users have three options to buy from Big Bazaar Direct:

Visit franchisees: you can physically visit a franchisees, place the order
and make payment, post which big bazaar deliver the products at the
address provided.

Book online & pay at franchisees: users can place the order online
using big bazaar direct franchisees code, post which they will receive an
order booking SMS from Big Bazaar Direct. They can then visit the
franchisees and make payment to confirm the order. Once paid goods
will be delivered at the address provided.

Direct online payment: users can place order online ( will required
franchise code) and pay for the same using company’s online payment
option. Once the payment is completed, they will receive an order
confirmation SMS from Big Bazaar Direct, and the goods will be
delivered at the address provided.
Last we checked the company was offering franchisees in 33 country
that include Ajmer, Alwar, Bhilwara, Udaipur, Faridabad, Gandhinagar,
Ghajiabad, Gurgaon, Hydrabad, Jaipur, Jodhpur, Mumbai, Nagpur,
Pune, New Delhi, and Noida among others.

Note that while orders for food product below Rs 1000 can not be
fulfilled, shipping of Non food products Below RS 500 attract a shipping
charge of Rs 50. Also, on some products shipping charges are applicable
and the same is specified on their ‘product description page”. For
deliveries Big Bazaar has partnered with BlueDart, FirstFlight, GoJavas,
Tanvi and FSC.

Launched in September last year Big Bazaar Direct enables wannabe

entrepreneurs or direct seller to sign up by filling a franchisees
application form on BigBazaarDirect.com, after which they will need to
send Know Your Customer (KYC) documents and application fees of Rs
1000. For sealing the deal, an investment of 3 lakh will be have to be
made by the franchisees that includes Rs 1lakh each as non interest
bearing refundable security deposite; initial advance that is to be used
for placing oders; and set up charges from Big Bazaar Direct tablet,
initial branding, one year training, and launch material etc.

In addition, franchisees don’t need to stock deliver goods; Big Bazaar

will handle the same. The company will also provide a dedicated team
for franchisees and customer support; in case of product related issue,
Big Bazaar Direct will arrange the Return pick up. Franchisees will get a
cut of every order placed via their tablets.
 With pure play retailers like Flipkart, Snapdeal and
Amazon fighting out for supremacy of the e-commerce market in india;
it would be interesting to see if Big Bazaars offline to online play can
make a niche for itself. According to the company , the major USP’s of
its platform is the availability of Fast Moving Consumer Goods (FMCG)
products and the delivery time for the orders.

The firm can also potentially retains its regular customers who currently
drives to the stores once a month for shopping. Big Bazaar stores
already faces a challenge , especially during the weekends, with the
rush at the payment counter and the new venture could possibly try
and build revenues without generating as many physical foot falls to its
hypermarkets. According to the company, it currently has around 250
stores across 93 cities in the country, which catered to more than 25
crore customer in 2013.

There are players like AramShop, BigBasket, ZopNow, MyGrahak,

LocalBanya, Ekstop which offer online interface for ordering similar to
Big Bazaar.
 CHAPTER-2
REVIEWOF LITERATURE
 REVIEW OF LITERATURE

Customer satisfaction:

Customer satisfaction is a highly personal assessment that is

greatly influenced by individual expectations. Some definitions are
based on the observation that customer satisfaction or dissatisfaction
results from either the confirmation or disconfirmation of individual
expectations regarding a service or product. To avoid difficulties
stemming from the kaleidoscope of customer expectations and
differences, some experts urge companies to “concentrate on a goal
that’s more closely linked to customer equity.”

According to Kotler-Customer satisfaction depends on the

product’s perceived performance relative to buyer’s expectations. If the
product performance falls short of expectations, the customer is
dissatisfied. If performance matches expectations, the customer is
satisfied. If performance exceeds expectations, the customer is highly
satisfied or delighted. Outstanding marketing companies go out of
their way to keep important customers satisfied. Highly satisfied
customers make a repeat purchases and tell others about their good
experience with the product. The key is to match customer expectation
with company performance. Smart companies aim to delight customers
by promising only what they can deliver, then delivering more than
they promise.

However, although the customer-centered firm seeks to deliver high

customer satisfaction relative to competitors, it does not attempt to
maximize customer satisfaction. A company can always increase
customer satisfaction by lowering its price or increasing its services. But
this may result in lower profits. Thus, the purpose of marketing is
to generate customer value profitability. This requires a very delicate
balance: The marketer must continue to generate more customer value
and satisfaction but not “give away the house.”

“The gulf between satisfied customers and completely satisfied customers can
swallow a business.”

Customer:

The question of defining who your customers are seems fairly easy
particularly if you have segmented your market properly and
understand who you are trying to satisfy. However subtlety that
frequently goes undetected by many firms is that is that customer set
can be divided into two parts, the apparent customer and the user. The
apparent customer is the person or group of people who decide what
product to buy and basically have control over the purse strings. The
user is a person or group who physically uses the product or is the
direct recipient of a service.

Satisfaction:

As in defining customer above, defining satisfaction also

appears simple. However as with customer there is a subtlety that
needs addressing. Satisfaction by most definitions simply means
meeting the customer’s requirement.

Customer satisfaction is a concept that more and more companies are

putting at the heart of their strategy, but for this to be successful
they’re needs to be clarity about, what customer satisfaction means
and what needs to happen to drive improvement. Without this, there is
a risk that customer satisfaction becomes little more than a good
intention, with confused objectives failing to address the real issues for
customers, one helpful way to look at the problem is to rephrase the
objectives: set the sights on helping the customers meet their goals.

Customer satisfaction can be defined in many different ways.

Finding the right way for a company depends on understanding your
customer and on having a clear vision of the role that customer
satisfaction is to play in the strategy. For example, a focus on customer
satisfaction can work alongside existing segmentations to support
revenue generation from high value customers or it can be a company-
wide objective rooted in the brand values. For the former, it may be
sufficient to focus on improving customer service, but for the latter a
broader definition of customer satisfaction is necessary, closer akin to
corporate reputation.

Whatever the strategy for customer satisfaction, it must

at least include getting the basics right. Failing to achieve this can
destroy the reputation as well as losing valuable customers. Every
customer, regardless of their economic worth to the business, has the
power to influence– positively or negatively– a company’s reputation.
Once the objectives for the customer satisfaction strategy are defined
there are a number of steps we can take to make sure the focus on
customer satisfaction is effective.
Building a company around Customer Satisfaction:

With the increase in customer’s demands and competition it has

become a lot more important to base the entire
company on customer service. When doing this one must first
realize that every member of an organization plays an active role in
customer service. This includes both external customers and internal
customers within a company.

Customer focused organizations focus both on

customer satisfaction and profit. Achieving customer satisfaction
generates the profit. In these organizations top management has
frequent contacts with external customers. The top management uses
consultative, participative, and supportive management styles to get
through to the customer. The staff focuses all of its attention on
satisfying the customer’s needs. However, the management’s job is to
provide the staff with support necessary to achieve these goals. The
other department and staff in the organization that do not have direct
contact with the external customers deal exclusively with internal
customer satisfaction.
 RESEARCH REVIEW

Instead of asking whether customers are satisfied, they encourage

companies to determine how customers hold them accountable.

As a potential solution to the factor 10/20 vision system level

improvements have to be made, contrary redesigning individual
products or processes (Weterings and Opschoor 1992; Vergragt and
Jansen 1993; von Weizsäcker, Lovins et al. 1997; Ryan 1998; Manzini
1999; Brezet, Bijmaet al. 2001; Ehrenfeld and Brezet 2001).

For more than a decade now, a range of studies that address

environmentally sound consumer behavior , e.g. car use, waste sorting,
minimization and recycling practices have been conducted. However,
few studies evaluated consumer acceptance of the PSS concept– a
consumption based on non-ownership of physical products, see, for
example, studies on car sharing schemes(Schrader 1999; Meijkamp
2000), ski rental and washing services (Hirschl, Konrad et al. 2001).

Besides the information processing perspective, manufacturing

analyses consumer behavior by employing a psychologically grounded
concept of attitudes (Balderjahn 1988; Ronis, Yates et al.1989; Luzar
and Cosse 1998). It is consumer attitudes that are usually named as the
major factor in shaping consumer behavior and a wealth of studies is
available on the topic of how attitudes can predict behavior.
(Anderson, Fornell and Mazvancheryl, 2004) Therefore a
firm should concentrate on the improvement of service quality and
charge appropriate fair price in order to satisfy their customers who
would ultimately help the firm to retain its customers (Gustafsson,
Johnson and Roos, 2005).
 It is a common phenomenon that the services a brand offers and
the price it charges actually determine the level of satisfaction among
its customers, than any other measure (Turel et al.2006).

Customer’s involvement is also important as when

buyer consider the product important and invests time to seek
information then it ultimately enhances the satisfaction level (Russell-
Bennett, McColl Kennedy and Coote, 2007). This satisfaction may
influence the concerned company by repurchase, purchase of more
products, positive word of mouth and willingness of customer to pay
more for the particular brand. Any business is likely to lose market
share, customers and investors if it fails to satisfy customers as
effectively and efficiently as its competitors is doing (Anderson, Fornell,
and Mazvancheryl, 2004).

According to Kotler and Armstrong (2010) price is

the amount of money charged for a productor service, or the sum of
the values that customers exchange for the benefits of having or
usingthe product or service while Stanton, Michael and Bruce (1994)
defined price as the amount of money or goods needed to acquire
some combination of another manufacturing and its companying
services.
 CHAPTER-3

RESEARCH METHODLOGY
 RESEARCH METHODOLOGY

MEANING:

Research also starts with question or problem .its

purpose is to find answer to question through the applicants of
scientific method it pursuit of the track with the help of the study and
observation.

3.1 RESEARCH DESIGN :

A frame work or blueprint for conducing for the

marketing research project it details Of the procedures necessary for
attaining the information needed to structure ad or solving Marketing
research problem.

3.2 DESCRIPTIVE RESEARCH:

Descriptive research a type of conclusive research that has

as its major objective The description of something usually mart
characteristics or function.

3.3 METHOD OF DATA COLLECTION:

3.3.1PRIMARY DATA:

Primary data is newly collecting the data for our purpose.

3.3.2 SECONDARY DATA: Secondary data is already exits but make

some interpretation of the exit data for our purpose.
3.4 SAMPLING SIZE:

Since the degree of accuracy is directly proportional to the

sample size, so I had taken a sample of 100 customers. And with a
population of 500 customers. Since there are different categories of
customers and these are less homogenous so I had taken a large
sample.

3.4.1 Sampling technique:

The researcher had used convenient sampling

method for this research which comes under Probability sampling
technique. In all forms of research, it would be ideal to test the
entire population, but in most cases, the population is just too large tha
t it is impossible to includeevery individual. Many researchers prefer
this sampling technique because it is fast, easy and the subjects are
readily available since it is based on the convenience of the
respondents.

3.4.2 Sampling method:

The used the Questionnaire method as a tool of collecting the required

data from the samples. “A Questionnaire is a list of questions sent to a
number of per sons for them to answer. The researcher adopted the
Questionnaire method for data collection as and all the respondents
are educated and it helps the respondents to give well thought out
answers. In this method the identity of the respondents are kept
anonymous and so the respondents will answer truly.
3.5 DATA ANALYSIS:

The data collected will be analyzed by descriptive

analysis. The data will then be presented in a tabular format to be
generated by use of SPSS (statistical package for social sciences)
computer program. There will be the use of mean, percentage and freq
uency. The mean will give theaverage of respondents who agree or
disagree. The frequency will show how many times a certain factor
appears and the parentage that agreed or disagrees on various issues.
Other forms of data presentation will be the use of graphs, charts.

3.6 STATISTICAL TOOLS USED:

Chi-square test

3.7 HYPOTHESIS:

Null Hypothesis (Ho): Big Bazaar products and services

satisfy its customer .Alternate Hypothesis (H1): Big Bazaar product
and services do not satisfy its customers.
 CHAPTER-4
DATA ANALYSIS AND
INTERPRETATION
FREQUENCY TABLE:

1.HOW is the customer service department in store, is it effective in

providing service ?

MALE FEMALE TOTAL

VERY MUCH 19 7 26
EFFECTIVE
RARE 22 11 33
EFFECTIVE 12 12 24
SOMETIMES
NOT EFFECTIVE 10 9 19

35
30
25
20
15
10
5
0

very much
effective
rare

effective
sometimes
not effective
2.what is your intention to re-enter the store ?

MALE FEMALE TOTAL

Less price good 9 12 21
quality
Better customer 4 4 8
service
Brand value 1 3 4
Variety of product 7 11 18

FEEDBACK
25

20

15

10

0 FEEDBACK

LESS PRICE
GOOD BETTER
QUALITY CUSTOMER BRAND
SERVICE VALUE VARIETY OF
PRODUCT
3.why customer visiting to big bazzar ?

MALE FEMALE TOTAL

FOR PURCHASING 19 8 27
TO ATTACH WITH 1 23 24
THE BRAND
FOR CONTAINING 3 3 6
LOYALTY
FOR SPENDING TIME 1 11 12

30
25
20
15
10
MALE
5
0 TOTAL FEMALE

FEMALE TOTAL

MALE
4.How is big bazaar maintaining product quality, quantity compare to
other retail store ?

MALE FEMALE TOTAL

EXCELLENT 6 10 16
AVERAGE 7 6 13
GOOD 10 10 20
BAD 1 5 6

20
18
16
14 MALE
12 FEMALE
10 TOTAL

8
6
4 TOTAL
FEMALE
2
MALE
0
EXECELLENT AVERAGE GOOD BAD
5.WAS YOUR SOLUTION DELIVERED IN A TIMELY MANNER ?

MALE FEMALE TOTAL

YES 18 11 29
NO 5 9 14
SOMETIMES 1 3 4
MANNER

FEEDBACK

YES
NO
SOMETIMES MANNER
6.DID YOU STAFF COMMUNICATE IN A TIMELY MANNER ?

MALE FEMALE TOTAL

YES 7 8 15
NO 10 9 19
SOMETIMES 8 3 11
MANNER
POOR 5 5 10
COMMUNICATION

16
14
12
MALE
10
8
6 FEMALE
4
TOTAL
2
0 FEMALE TOTAL

MALE
7. OVERALL DID YOU FEEL THAT YOUR STAFF WAS KNOWLEDGEABLE
ABOUT THE PRODUCT/COMPANY?

MALE FEMALE TOTAL

25% 2 5 7
50% 6 7 13
75% 12 11 23
100% 4 9 13

25

20

15
MALE

10 FEMALE
TOTAL
5 TOTAL

0 FEMALE
25% MALE
50%
75%
100%
8. WHY DO YOU MAKE PURCHASE OF PRODUCT FROM BIG BAZZAR ?

MALE FEMALE TOTAL

GOOD QUALITY 7 4 11
EFFECTIVE PRICE 12 7 19
PRODUCT 5 7 12
AFTER SALE SERVICE 0 1 1

40

35

30

25
TOTAL
20 FEMALE

15 MALE

10

0
GOOD EFFECTIVE PRODUCT Category 4
QUALITY PRICE
9. WHAT DO YOU FEEL ABOUT STAFF BEHAVIOUR ?

MALE FEMALE TOTAL

PLEASANT 3 6 9
EFFECTIVE 5 11 16
GOOD 10 7 17
EXCELLENT 5 5 10

40

35 TOTAL

30

25 FEMALE

20
MALE
15

10

0
PLEASANT EFFECTIVE GOOD EXCELLENT
10. HOW DO YOU SATISFY AFTER SHOPPING AT BIG BAZZAR ?

MALE FEMALE TOTAL

25% 2 5 7
50% 10 11 21
75% 10 2 12
100% 2 2 4

45
40
35
30
25
20
15
10
5
0
25% 50% 75% 100%

MALE FEMALE TOTAL

 CHAPTER-5

FINDING, SUGGESTION
AND CONCLUSION
 FINDINGS

➢ Inferred that 34% of the people says the customer service desk
and the in store announcements are excellent and 14% are
satisfied.

➢ Inferred that 11% of the people say the prices are excellent and
36% are satisfied.

➢ Inferred that 59% of the people say the quality and variety of the
product are excellent and 21% are satisfied.

➢ Inferred that 47% of the people says that the offers and discounts
are excellent and only5% of the people says its poor .

➢ Inferred that 18% of the people says the overall experience in the
store was Neutral and21% people says its good.

➢ Factors of customer satisfaction are independent with the type

of gender of the customers.
 5.1.1 SWOT ANALYSIS

STRENGTHS:

• It is the largest retail store with good ambience in

BHUBANESWAR.

• It has goodwill of being a format of Future Group, which has pan

India presence.

• It stores up to 160000 SKU’s, which is in itself the biggest offering

under one roof for customers..

• Huge parking space as compared to competitors

.
WEAKNESS:

• No electronic items & furniture to complete the offerings.

• High perishable items like vegetables are kept.

• Security & staff are new and need more experience.

• Cashiering is not up to the mark.

• Cleanliness & hygiene is not up to the standard

OPPORTUNITY:

• TG demands segregation of crowd, as there are few places where

they can go, Big Bazaar has a opportunity to be a outing
destination.

• Huge potential for entertainment in the city e.g. F-123, Sports bar,
E-Zone etc can do amazing business
.

• Mood of optimism is creeping in the mind of consumers

regarding facilities.

THREATS:

• A larger mall is coming up in the heart of the city.

• Location is a bit far away from the main city.

• Strong local market with home delivery facility to compete. BBSR

Customers are less brand conscious & price sensitive on large
 5.2 SUGGESTIONS

• The overall sales satisfaction index from the study reveals

that the company is performing very well and customers
buying are much satisfied with the service given to them.

The only couple problem noticed are:

• Some of the customers have complained about the slack in

the delivery process and timings.

• Therefore, this is the area which is recommend to the

showroom to focus a little bit more. It needs to improve its
delivery process and time.

• Need to become little quick and fast. Some of the customers

have also complained about the after purchase services
provided by the showroom.

Even though the complaints are minor, the showroom needs to resolve
the customer after purchase service issues in order to achieve
customer satisfaction
 5.3 CONCLUSION

A highlights of the study on customer satisfaction towards the Big

Bazaar,bhubaneswar product76% people like our product mostly the e
mr provide small scale industries,80%peopleaccepted our product but
some people provide more better sales and services Inferred that
37.8%of people strongly agree respondents , 37.4% company people
agree,20.7% people respondents to satisfy after sales and services Find
out analyzing table mostly 62% the service provide small scale
Industries17% Company have a problem.
 5.4 BIBLOGRAPHY

BOOKS:
Balderjahn, I. (1988). "Personality Variables and Environmental
Attitudes as Predictors of Ecologically Responsible Consumption
Patterns." Journal of Business Research 17(1): 51-56.

Mont, O. (2000). Product-Service Systems. Stockholm, Swedish EPA,

AFR-report288: 83.

Marketing research (sixth edition)-Naresh k.malkotra

Principles of Marketing management (Philip Kotler)

Marketing Research