SUMMER TRAINING PROJECT REPORT

ON

“A STUDY ON BUYING BEHAVIOR OF CUSTOMERS IN BIG

BAZAAR IN NCR REGION”

SUBMITTED IN THE PARTIAL FULFILLMENT OF THE

REQUIREMENTS FOR THE DEGREE OF MASTERS OF BUSINESS
ADMINISTRATION

Submitted to
DEPARTMENT OF MANAGEMENT STUDIES

Submitted by
Akash Singh
Roll No.: 1809170004

JSS ACADEMY OF TECHNICAL EDUCATION, NOIDA

Dr. A.P.J Abdul Kalam Technical University, Lucknow
Batch (2018-2020)

1
 JSS MAHAVIDHYAPEETHA
JSS ACADEMY OF TEHNICAL EDUCATION, NOIDA
DEPARTMENT OF MANAGEMENT STUDIES

DECLARATION

This is to certify that “Akash Singh” has successfully completed the

Summer Training Project Report titled “A study on buying behavior of

customers at Big Bazaar in NCR region” as the partial fulfillment of the

requirement for the award of degree of Masters of Business Administration

(M.B.A.) by Dr A.P.J. Abdul Kalam Technical University, Lucknow during

batch (2018-2020).

2
 CERTIFICATE

Certified that the work contained in the project titled “A study on buying
behavior of customers at Big Bazaar in NCR region” by Akash Singh has
been carried out under my supervision and that this work has not been
submitted elsewhere for a degree.

Dr. Yogendra Singh

Department of Management Studies
JSSATE, NOIDA

3
 PLAGIARISM DECLARATION CERTIFICATE

To the best of my knowledge and belief, this Summer Training Project Report is my own

work, all sources have been properly acknowledged, and the report contains no

plagiarism. I have not previously submitted this work or any version in full or part of it,

for assessment in any other University or institution for any degree or diploma program. I

acknowledge that this Research Project Report may be transferred and stored in a

database for the purposes of data-matching to help detect plagiarism.

AKASH SINGH

4
 ACKNOWLEDGEMENT
I am using this opportunity to express my gratitude to everyone who supported me

throughout the course of this Summer Training Project. I am thankful for their aspiring

guidance, invaluably constructive criticism and friendly advice during the project work. I

am sincerely grateful to them for sharing their truthful and illuminating views on a

number of issues related to the project.

I express my warm thanks to “Alok Srivastav” for their support and guidance at “Big

Bazaar , The Great India Palace, Noida”.

I would also like to thank my HOD, guide and all the people who provided me with the

facilities being required and conductive conditions for my project.

Thank you

Akash Singh

5
 TABLE OF CONTENTS

Project Contents: Page no:

1. Executive Summary 01-03

2. Industry Profile 04-09

3. Organization Profile 10-22

4. Introduction of the topic 23-38

5. Objective of the study 39-50

6. Scope of the study 51-71

7. Research Methodology 72-75

8. Data Analysis and Interpretations 76-91

9. Findings 92-93

10. Suggestions 94

11. Limitations of the study 95

12. Conclusion 96

13. Bibliography

14. Appendices

ANNEXURE-1 QUESTIONNAIRE

6
CHAPTER 1

EXECUTIVE

SUMMARY

7
EXECUTIVE SUMMARY

As per my survey report it is focused on customers behavior, preferences and their choice are

changing at a moment and market scenario is also changing from time to time. Today’s market

scenario is very different from that of the market scenario. There have been many factors

responsible for the changing market scenario.

It is the customers changing tastes and preference which has bought in a change in the market.

Income level of the people has changed; life styles and social class of people have completely

changed now than that of olden days. There has been a shift in the market demand in today’s

world.

Technology is one of the major factors which is responsible for this paradigm shift in the

market. Today’s generation people are no more dependent on haat market and far off

departmental stores. Today we can see a new era in market with the opening up of many

departmental stores, hyper market, shopper’s stop, malls, branded retail outlets and specialty

stores.

In today’s world shopping is not any more tiresome work rather it’s a pleasant outing

phenomenon now. My study is based on a survey done on customers of a hypermarket named

Big Bazaar. Big Bazaar is a new type of market which came into existence in India since 1994.

It is a type of market where various kinds of products are available under one roof.

My study is on determining the customer’s demand for Big Bazaar and the satisfaction level of

customers in Big Bazaar. My study will find out the current status of Big Bazaar and determine

where it stands in the current market. This market field survey will help me in knowing the

present customers tastes and preferences. It will help me in estimating the customer’s future

needs and wants.

8
The Indian retail industry, one of the fastest growing industries in the country over the past

couple of years is no exception. There is no doubt that the Indian retail scene is booming.

India‟s retailing boom is the result of rapid globalization and the recognition of being a very

potential market by big giants and foreign companies making the market more competitive.

This has caused existing retailer‟s tore-tailor their strategies to suit the new landscapes. This

retail industry deals Food Bazaar and various sections which help the society with their daily

needs. After interaction with customers I found that they are more satisfied with the food bazaar

rather than any other products.

While working on this project various topics and concepts came to the knowledge which was

unheard and unknown before. A survey was also conducted for this project which mainly

focuses on the consumer behaviour towards Big Bazaar. It would also help in knowing the

various factors that are influence consumer behaviour and understand consumer behaviour

towards Big Bazaar. Big Bazaar has brought about many changes in the buying habits of

people. It has created formats, which provide all items under one roof. Big Bazaar has

maintained that uniqueness& succeeded in attracting customers. Big Bazaar is not just another

hypermarket. It caters to every need of your family. Big Bazaar scores over other stores is its

value for money proposition for Indian Customers. With the ever-increasing array of private

labels, it has opened doors in the world of fashion and general merchandise, including home

furnishings, utensils, crockery, sport goods and much.

9
CHAPTER 2

INDUSTRY

PROFILE

10
Retail is the sale of goods and services from individuals or businesses to the end-user.
Retailers are part of an integrated system called the supply chain. A retailer purchases
goods or products in large quantities from manufacturers directly or through a wholesale,
and then sells smaller quantities to the consumer for a profit.

Retailing can be done in either fixed locations like stores or markets, door-to-door or by
delivery. Retailing includes subordinated services, such as delivery. The term "retailer" is
also applied where a service provider services the needs of a large number of individuals,
such as for the public.

Shops may be on residential streets, streets with few or no houses or in a shopping mall.
Shopping streets may be for pedestrians only. Sometimes a shopping street has a partial
or full roof to protect customers from precipitation. Online retailing, a type of electronic
commerce used for business-to-consumer (b2c) transactions and mail order, are forms of
non-shop retailing. Shopping generally refers to the act of buying products. sometimes
this is done to obtain necessities such as food and clothing; sometimes it is done as a
recreational activity.
Recreational shopping often involves window shopping (just looking, not buying) and
browsing and does not always result in a purchase etymology. Retail comes from the old
french word trailer, which means "to cut off, clip, pare, divide" in terms of tailoring
(1365). It was first recorded as a noun with the meaning of a "sale in small quantities" in
1433 (from the middle french retail, "piece cut off, shred, scrap, paring") like in french,
the word retail in both dutch and german also refers to the sale of small quantities of
Items.
Types of retail outlets
• San Juan de dios market in Guadalajara, Jalisco
• Nside a supermarket in russia
• Walnut market in Katra, Jammu & Kashmir, India

A marketplace is a location where goods and services are exchanged. The traditional
market square is a city square where traders set up stalls and buyers browse the stores.

11
This kind of market is very old, and countless such markets are still in operation around
the whole world. In some parts of the world, the retail business is still dominated by small
family-run stores, but this market is increasingly being taken over by large retail chains.
Retail is usually classified by type of products as follows:
• Food products
• Hard goods or durable goods ("hardliner retailers"):- Appliances,
electronics, furniture, sporting goods, etc. goods that do not quickly wear out
and provide utility over time.
• Soft goods or consumables:- Clothing, apparel, and other fabrics. Goods that
are consumed after one use or have a limited period (typically under three
years) in which you may use them.

There are the following types of retailers by marketing strategy:

• Department stores - very large stores offering a huge assortment of "soft"

and"hard goods; often bear a resemblance to a collection of specialty stores. A
retailer of such store carries variety of categories and has broad assortment at
average price. They offer considerable customer service.

• Discount stores - tend to offer a wide array of products and services, but
theycompete mainly on price offers extensive assortment of merchandise at
affordable and cut-rate prices. Normally retailers sell less fashion-oriented
brands.

• Warehouse stores - Warehouses that offer low-cost, often high-quantity

goods piled on pallets or steel shelves; warehouse clubs charge a membership
fee;

• Variety stores - These offer extremely low-cost goods, with limited selection;

12
• Demographic - Retailers that aim at one particular segment (e.g., high-end
retailers focusing on wealthy individuals).

• Mom-And-Pop: is a small retail outlet owned and operated by an individual

orfamily. Focuses on a relatively limited and selective set of products.

• Specialty stores: A typical speciality store gives attention to a particular

category and provides high level of service to the customers. A pet store that
specializes in selling dog food would be regarded as a specialty store.
However, branded stores also come under this format. For example if a
customer visits a Reebok or Gapstore then they find just Reebok and Gap
products in the respective stores. Boutiques or Concept stores are similar to
specialty stores. Concept stores arevery small in size, and only ever stock one
brand. They are run by the brand that controls them. An example of brand that
distributes largely through their own widely distributed concept stores is
L'OCCITANE en Provence. The limited size and offering of L'OCCITANE's
stores are too small to be considered a specialty store proper.

• General store -: a rural store that supplies the main needs for the local
community;

• Convenience stores: is essentially found in residential areas. They provide

limited amount of merchandise at more than average prices with a speedy
checkout. This store is ideal for emergency and immediate purchases as it
often works with extended hours, stocking every day;

• Hypermarkets: provides variety and huge volumes of exclusive merchandise

at low margins. The operating cost is comparatively less than other retail
formats.

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• Supermarkets: is a self-service store consisting mainly of grocery and
limited products on non-food items. They may adopt a Hi-Lo or an EDLP
strategy for pricing. The supermarkets can be anywhere between 20,000 and
40,000 square feet (3,700 m2). Example: SPAR supermarket.

• Malls: has a range of retail shops at a single outlet. They endow with
products, food and entertainment under a roof.

• Category killers or Category Specialist: By supplying wide assortment in a

single category for lower prices a retailer can "kill" that category for other
retailers. For few categories, such as electronics, the products are displayed at
the centre of the store and sales person will be available to address customer
queries and give suggestions when required. Other retail format stores are
forced to reduce the prices if a category specialist retail store is present in the
vicinity.

• E-tailors: The customer can shop and order through internet and the
merchandise are dropped at the customer's doorstep. Here the retailers use
drop shipping technique. They accept the payment for the product but the
customer receives the product directly from the manufacturer or a wholesaler.
This format is ideal for customers who do not want to travel to retail stores
and are interested in home shopping. However it is important for the customer
to be wary about defective products and non-secure credit card transaction.
Example: Amazon, Pennyful and eBay.

• Vending Machines: This is an automated piece of equipment wherein

customers can drop the money in the machine and acquire the products.
Some stores take a no frills approach, while others are "mid-range" or "high
end", depending on what income level they target.

14
Other types of retail store include:

Automated Retail stores are self-service, robotic kiosks located in airports,

malls and grocery stores. The stores accept credit cards and are usually open
24/7. Examples include ZoomShops and Redbox. Big-box stores encompass
larger department, discount, general merchandise, and warehouse stores.
Retailers can opt for a format as each provides different retail mix to its
customers based on their customer demographics, lifestyle and purchase
behaviour. A good format will lend a hand to display products well and entice
the target customers to spawn sales.

Global top five retailers

Worldwide Top Five Retailers

15
Operations

Retail pricing the pricing technique used by most retailers is cost-plus pricing. This
involves adding a markup amount (or percentage) to the retailer's cost. Another common
technique is suggested retail pricing. This simply involves charging the amount suggested
by the manufacturer and usually printed on the product by the manufacturer.
In Western countries, retail prices are often called psychological prices or odd prices.
Often prices are fixed and displayed on signs or labels. Alternatively, when prices are not
clearly displayed, there can be price discrimination, where the sale price is dependent
upon who the14 customer is. For example, a customer may have to pay more if the seller
determines that he or she is willing and/or able to. Another example would be the practice
of discounting for youths, students, or senior citizens.

Staffing

Because patronage at a retail outlet varies flexibility in scheduling is desirable. Employee

scheduling software is sold which, using known patterns of customer patronage, more or
less reliably predicts the need for staffing for various functions at times of the year, day
of the month or week, and time of day. Usually needs vary widely. Conforming staff
utilization to staffing needs requires a flexible workforce which is available when needed
but does not have to be paid when they are not, part-time workers; as of 2012 70% of
retail workers in the United States were part-time. This may result in financial problems
for the workers, who while they are required to be available at all times if their work
hours are to be maximized, may not have sufficient income to meet their family and other
obligations.
Transfer mechanisms
There are several ways in which consumers can receive goods from a retailer:

16
Counter service,

Where goods are out of reach of buyers and must be obtained from the seller.
This type of retail is common for small expensive items (e.g. jewelry) and controlled
items like medicine and liquor. It was common before the 1900s in the United States and
is more common in certain countries like India.

Delivery

where goods are shipped directly to consumer's homes or workplaces. Mail order from a
printed catalogue was invented in 1744 and was common in the late 19th and early 20th
centuries. Ordering by telephone was common in the 20th century, either from a catalog,
newspaper, television advertisement or a local restaurant menu, for immediate service
(especially for pizza delivery), remaining in common use for food orders. Internet
shopping - a form of delivery - has eclipsed phone-ordering, and, in several sectors - such
as books and music- all other forms of buying. Direct marketing, including telemarketing
and television shopping channels, are also used to generate telephone orders. Started
gaining significant market share in developed countries in the 2000s.

Door-to-door sales,

where the salesperson sometimes travels with the goods for sale. Self-service, where
goods may be handled and examined prior to purchase. Digital delivery or Download,
where intangible goods, such as music, film, and electronic books and subscriptions to
magazines, are delivered directly to the consumer in the form of information transmitted
either over wires or air-waves, and is reconstituted by a device which the consumer
controls (such as an MP3 player; see digital rights management). The digital sale of
models for 3D printing also fits here, as do the media leasing types of services, such as
streaming. Second-hand retail Some shops sell second-hand goods. In the case of a
nonprofit shop, the public donates goods to the shop to be sold. In give-away shops goods

17
can be taken for free. Another form is the pawnshop, in which goods are sold that were
used as collateral for loans. There are also "consignment" shops, which are where a
person can place an item in a store and if it sells, the person gives the shop owner a
percentage of the sale price. The advantage of selling an item this way is that the
established shop gives the item exposure to more potential buyers.

Challenges
To achieve and maintain a foothold in an existing market, a prospective retail
establishment must overcome the following hurdles:

Regulatory barriers including

 Restrictions on real estate purchases, especially as imposed by local governments
and against "big-box" chain retailers;
 Restrictions on foreign investment in retailers, in terms of both absolute amount
of financing provided and percentage share of voting stock (e.g., common stock)
purchased;
 Unfavourable taxation structures, especially those designed to penalize or keep
out "big box" retailers (see "Regulatory" above);
 Absence of developed supply chain and integrated IT management;
 High competitiveness among existing market participants and resulting low profit
margins, caused in part by Constant advances in product design resulting in
constant threat of product obsolescence and price declines for existing inventory;
 Lack of properly educated and/or trained work force, often including
management, caused in part by Lack of educational infrastructure enabling
prospective market entrants to respond to the above challenges.

Sales techniques
18
Behind the scenes at retail, there is another factor at work. Corporations and independent
store owners alike are always trying to get the edge on their competitors. One way to do
this is to hire a merchandising solutions company to design custom store displays that
will attract more customers in a certain demographic. The nation's largest retailers spend
millions every year on in-store marketing programs that correspond to seasonal and
promotional changes. As products change, so will a retail landscape. Retailers can also
use facing techniques to create the look of a  perfectly stocked store, even when it is not.

A destination store is one that customers will initiate a trip specifically to visit,
sometimes over a large area. These stores are often used to "anchor" a shopping mall or
plaza, generating foot traffic, which is capitalized upon by smaller retailers.

Customer service

Customer service is the "sum of acts and elements that allow consumers to receive what
they need or desire from your retail establishment." It is important for a sales associate to
greet the customer and make himself available to help the customer find whatever he
needs. When a customer enters the store, it is important that the sales associate does
everything in his power to make the customer feel welcomed, important, and make sure
he leaves the store satisfied. Giving the customer full, undivided attention and helping
him find what he is looking for will contribute to the customer's satisfaction.For retail
store owners, it is extremely important to train yourself and your staff to provide
excellent customer service skills. By providing excellent customer service, you build a
good relationship with the customer and eventually will attract more new customers and
turn them into regular customers. Looking at long term perspectives, excellent customer
skills give your retail business a good ongoing reputation and competitive advantage.

Statistics for national retail sales

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  United States The United States retail sector features the largest number of large,
lucrative retailers in the world. A 2012 Deloitte report published in STORES
magazine indicated that of the world's top 250 largest retailers by retail sales
revenue in fiscal year 2010, 32% of those retailers were based in the United
States, and those 32% accounted for 41% of the total retail sales revenue of the
top 250.[6] U.S. Monthly Retail Sales, 1992 – 2010 Since 1951, the U.S. Census
Bureau has published the Retail Sales report every month. It is a measure of
consumer spending, an important indicator of the US GDP. Retail firms provide
data on the dollar value of their retail sales and inventories. A sample of 12,000
firms is included in the final survey and 5,000 in the advanced one. The advanced
estimated data is based on a subsample from the US CB complete retail & food
services sample.
 CE region In 2011 the grocery market in six Central European [disambiguation
needed] (CE) countries was worth nearly €107bn, 2.8% more than the previous
year when expressed in local currencies. The increase was generated foremost by
the discount stores and supermarket segments, and was driven by the skyrocketing
18  prices of foodstuffs. This information is based on the latest PMR report
entitled Grocery retail in Central Europe 2012
 Consolidation Among retailers and retails chains a lot of consolidation has
appeared over the last couple of decades. Between 1988 and 2010, worldwide
40,788 mergers & acquisitions with a total known value of 2.255 trillion USD
have been announced.
 The largest transactions with involvement of retailers in/from the United States
have been: the acquisition of Albertson's Inc. for 17 bill. USD in 2006, [10] the
merger between Federated Department Stores Inc. with May Department Stores
valued at 16.5 bill. USD in 2005[11] - now Macy's, and the merger  between
Kmart Holding Corp and Sears Roebuck & Co with a value of 10.9 bill...

As customer’s tastes and preferences are changing, the market scenario is also changing
from time to time. Today’s market scenario is very different from that of the market

20
scenario before 1990. There have been many factors responsible for the changing market
scenario. It is the changing tastes and preference of customer which has bought in a
change in the market. Income level of the people has changed; life styles and social class
of people have completely changed now than that of olden days. There has been a shift in
the market demand in today’s world. Technology is one of the major factors which is
responsible for this paradigm shift in the mark. New generation people are no more
dependent on haat market and far off departmental stores. Today we can see a new era in
market with the opening up of many departmental stores, hyper market, shopper’s stop,
malls, branded retail outlets and specialty stores. In today’s world shopping is not any
more tiresome work rather it’s a pleasant outing phenomenon now.

My study is based on a survey done on customers of a hypermarket named big bazaar.

Big bazaar is a new type of market which came into existence in India since 1994. It is a
type of market where various kinds of products are available under one roof. My study is
on determining the customer’s buying behavior of customer’s in big bazaar and the
satisfaction level of customers in big bazaar. My study will find out the current status of
big bazaar and determine where it stands in the current market.

This market field survey will help in knowing the present customers tastes and
preferences. It will help me in estimating the customer’s future needs , wants & demands.

The origin of retail business in India can be traced with the emergence of kirana stores
and mom-and-pop stores. These stores used to cater to the local people. Gradually the
government started supporting the rural retail and many indigenous franchise stores came
up with the help of khadi and village industries commiswion. The economy began to
open up in the 1980’s resulting in the change of retailing. The first few companies to
come up with retail chains were in textile sector, for example , bomby dyeing, S kumar’s,
Raymonds, etc. Later Titan launched retail showroomsin the organsede retail sector. With
the passage of time new entrants moved on from manufacturing to pure retailing.

21
Today India’s is the fifth laregest in the world in terms of retail industry. Compromising
of organised and unorganised sectors, Indian retail industry is one of the fastest growing
industries, especially over the last few yearsThough intially retail industry was organised
as well. With growing market demand, the industry is expected to grow very fastly.

Indian retail industry is the most promising emerging market for investment. According
to the 8th Annual global Retail Development Index (GRDI) of At Kearney, the Retail
trade in India had a share of 8-10% in the GDP of the country in the year 2007. In 2009,
it rose to 12% in the year 2008 and expected to reach 12% in the coming years. India
ranked first in the global retail development index in year 2018.The total consumption
expenditure on the retail side is expected to reach nearly US$ 3,600 billions by 2020 from
US$ 1,824 billion in year 2017. It accounts for over 10 percent of contry’s Gross
Domestic Product (GD) and around 8 percent of employment. India is the world’s fifth
largest global destination in the retail space.

Market Size
India’s retail market expected to increase by 60 percent to reach US$ 1.1 trillion by 2020.
Factors like rising incomes and lifestyle changes by middle class and incresed digital
connectivity

22
 CHAPTER-3

ORGANIZATION

PROFILE

23
ORGANISATION PROFILE

Future group, led its founder & group CEO Mr. Kishore Biyani is one of India leading

business house with multiple business spanning across the consumption space. While

retail firm the core business activity of future group, group subsidiaries are present in

consumer finance, capital, insurance, brand development & entertainment. The first set of

Big bazaar store open in 2001 in Kolkata, Hyderabad and Bangalore.

Future Group is one of the country’s leading business groups present in retail, asset

management, consumer finance, insurance, retail media, retail spaces and logistics.

Future Group is present in 61 cities and 65 rural locations. The group’s flagship

company, Pantaloon Retail (India) Limited operates over 10,000,000 square feet (930,000

m2) of retail space, has over 1,000 stores and employs over 30,000 people. Some of its

leading retail formats include Pantaloons, Big Bazaar, Central, Food Bazaar, Home

Town, eZone, Depot, Future Money and online retail format www.futurebazaar.com.

Future Group companies includes, Future Capital Holdings, Future Generali India, Indus

League Clothing and Galaxy Entertainment which manages Sports Bar, Brew Bar and

Bowling Co. Future Capital Holdings, the group’s financial arm, focuses on asset

management and consumer credit. It manages assets worth over $1 billion that are being

invested in developing retail real estate and consumer-related brands and hotels.

The group’s joint venture partners include Italian insurance major Generali, French

retailer ETAM group, US-based stationary products retailer Staples Inc and UK-based

Lee Cooper and India-based Talwalkar’s, Blue Foods and Liberty Shoes.Future Group’s

vision is to, “Deliver Everything, Everywhere,

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 *BIG BAZAAR*

HISTORY

 Big Bazaar was introduced by the Future Group in September 2001

with the opening of its firstfour stores in Kolkata, Indore, Bengaluru

and Hyderabad within a period of 22 days.

 Started by Kishore Biyani, Big Bazaar was launched mainly as a

fashion format selling apparel,cosmetics, accessories and general

merchandise. Over the years, the retail chain has included inits

portfolio a wide range of products and services, ranging from grocery

to electronics.

 The current retail formats of the Future Group include Big Bazaar,

Food Bazaar, ElectronicBazaar and Furniture Bazaar. According to

Kishore Biyani, the inspiration behind this entireretail format was

from Saravana Stores, a local store in T. Nagar, Chennai. Big Bazaar

is popularly known as the “Indian Walmart” today.

 In the second year of operations, Big Bazaar tied up with Indian

banking giant ICICI Bank and launched the Big Bazaar ICICI Bank

25
 Card. In the same year, the first Food Bazaar store was also launched

at High Street Phoenix mall in Mumbai, marking the retailer‟s entry

into dedicated food retail.

 In 2003, Big Bazaar made its foray into small towns and cities. The

first store in this category was launched that year in Nagpur. The

franchise also welcomed its 10 millionth customer at its new store in

Gurgaon in the same year.

 Over the next two years, Big Bazaar consolidated its position in the

Indian retail landscape.

 This phase of growth included the setting up of the Mumbai store in

Lower Parel, which registered a record Rs 10 million turnover in a

single day on Diwali-eve in 2004. In 2005, the first Big Bazaar

Exchange Offer was launched, which has quickly gained popularity

among customers.

 In 2006, further changes in loyalty marketing took place with the

launch of the housewife-centric credit card, Shakti. Jewellery store

„Navaras‟ was also launched that year within Big Bazaar stores which

became the first store-in-store concept to be launched by the brand.

26
 Another dedicated retail format launched in 2006 is Furniture

Bazaar.In 2007, Big Bazaar partnered with a shopping portal

Futurebazaar.com and expanded its retail footprint to 50 stores.

 The following year, 2008, witnessed by far the fastest growth in terms

of retail expansion for Big Bazaar, with the launch of the 101st store.

Joining the league of India‟s Super brands and voted among the top

ten service brands in the country by the Pitch-IMRB international

survey, Big Bazaar became much more than a household name. The

year also saw the launch of the Monthly

 Bachat Bazaar (Monthly Budget Market) campaign, which provided

significantly low prices and gave discounts on bulk purchases in the

first week of the month.

 Over the next two years, Big Bazaar carved its own niche in modern

retail and became the largest brand in the hypermarket format.

Capturing one-third of the food and grocery market in modern retail,

celebrity endorsements and tie-ups with other brands allowed it to

enhance its retail footprint. In 2009, Big Bazaar won the CNBC

Awaaz Consumer Awards for the thirdconsecutive year. It was

adjudged the Most Preferred Multi Brand Food & Beverage Chain,

27
 MostPreferred Multi Brand Retail Outlet and Most Preferred Multi

Brand One Stop Shop.

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

28
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

29
 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

kid’s section kid’s accessories like diapers, trolleys, suckers, water bottles are available in

one part. Kid’s 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

30
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.

MENS SECTION

Next to it is the men’s section that is in the center. It is divided in to five parts. At one

part men formal shirts are available. In other parts men trousers, suits and blazers, fabrics

and ethnics are available respectively. Here the price ranges from a minimum of Rs99 to

Rs899.

31
LADIES SECTION

Next to it is the ladies section that is in the extreme right side. The ladies section is

segregated in to seven parts. Ladies section starts from ladies ethnics, ladies western

wear, ladies formals (office wear), ladies accessories – lingerie’s, ladies perfumeries, and

ladies cosmetics respectively. Here the price of the apparel ranges from Rs99 to Rs1000

approx.

32
Promotional scheme – With an add on to the above products there are various other

products which are available with a promotional scheme. The various products under this

scheme includes girl t-shirts, infant winter wear etc.

Non-Promotional scheme – There are various other products available without any

promotional scheme which includes jeans, infant baba suits, infant t-shirts, kids night

wear, kids salwar suits etc.

Sports Store – At the extreme corner there is a sports store where various kinds of

sport items are available.

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.

33
Cash Counter – The cash counter is located just near the exit

BOARD OF DIRECTORS

Mr. Kishore Biyani, Managing Director

Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the

Group Chief Executive Officer of Future Group.

Mr. Gopikishan Biyani, Wholetime Director

Gopikishan Biyani, is a commerce graduate and has more than twenty years of

experience in the textile business.

Mr. Rakesh Biyani, Wholetime Director

34
Rakesh Biyani, is a commerce graduate and has been actively involved in category

management; retail stores operations, IT and exports. He has been instrumental in the

implementation of the various new retail formats.

Mr. Ved Prakash Arya, Director

Ved Prakash Arya, is an engineer by training and is a graduate of the Indian Institute of

Management, Ahmedabad. Prior to joining Pantaloon Retail, he was the CEO of Globus.

Mr. Shailesh Haribhakti, Independent Director

Shri Shailesh Haribhakti, is a Chartered Accountant, Cost Accountant, and a Certified

Internal Auditor. He is the Deputy Managing Partner of Haribhakti & Co., Chartered

Accountants and past president of Indian merchant Chambers.

He is on the Board of several Public Limited Companies, including Indian

Petrochemicals Corporation Ltd., Ambuja Cement Eastern Ltd. etc. He is on the Board of

Company since June 1, 1999.

Mr. S Doreswamy, Independent Director

S. Doreswamy, is a former Chairman and Managing Director of Central Bank of India

and serves on the board of DSP Merrill Lynch Trustee Co and Ceat Limited

Dr. D O Koshy, Independent Director

D. O. Koshy, holds a doctorate from IIT, Delhi and is the Director of National Institute of

Design (NID), Ahmedabad. He has over 24 years of rich experience in the textiles and

35
garment industry and was instrumental in the setting up of NIFT centres in Delhi,

Chennai and Bangalore. He is a renowned consultant specializing in international

marketing and apparel retail management.

Ms. Anju Poddar, Independent Director

Anju Poddar, holds a Bachelor of Engineering from University of Oklahoma and is a

Director, NIFT, Hyderabad chapter. She also serves on the board of Maharishi

Commerce Ltd and Samay Books Ltd,

Ms. Bala Deshpande, Independent Director

Bala Deshpande, is Independent Director, Pantaloon Retail (India) Ltd. and also serves

on the boards of Deccan Aviation, Nagarjuna Construction, Welspun India and Indus

League Clothing Ltd,

Mr. Anil Harish, Independent Director

36
Anil Harish, is the partner of DM Harish & Co. Associates & Solicitors and an LLM

from University of Miami. He also serves on the board of Mahindra Gesco, Unitech,

IndusInd Bank and Hinduja TMT,

Major Milestones

 1987 Company incorporated as Manz Wear Private Limited. Launch of

Pantaloons trouser, India’s first formal trouser brand.

 1991 Launch of BARE, the Indian jeans brand.

 1992 Initial public offer (IPO) was made in the month of May.

 1994 The Pantaloon Shoppe – exclusive menswear store in franchisee format

launched across the nation. The company starts the distribution of branded

garments through multi-brand retail outlets across the nation.

 1995 John Miller –Formal shirt brand launched.

 1997 Pantaloons – India’s family store launched in Kolkata.

 2001 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first hypermarket

chain launched.

 2002 Food Bazaar, the supermarket chain is launched.

 2004 Central – ‘Shop, Eat, Celebrate in the Heart of Our City’ - India’s first

seamless mall is launched in Bangalore.

 2005 Fashion Station - the popular fashion chain is launched

 2006 Future Capital Holdings, the company’s financial arm launches real estate

funds Kshitij and Horizon and private equity fund In division. Plans forays into

37
 insurance and consumer credit. Multiple retail formats including Collection i,

Furniture Bazaar, Shoe Factory, EZone, Depot

and futurebazaar.com are launched across the nation. Group enters into joint

venture agreements with ETAM Group and Generali.

 2007- future group cross $1 billion mark.

 2008- future group holding becomes the second group company to make a

successful initial public offering in the Indian capital market.

MAJOR INDIAN RETAILERS

The low-intensity entry of the diversified Mahindra Group into retail is unique because it

plans to focus on lifestyle products. The Mahindra group is the fourth large Indian

business group to enter the business of retail after Reliance Industries Ltd, the Aditya

Birla Group, and Bharti Enterprises Ltd. The other three groups are focusing either on

perishables and groceries, or a range of products, or both.

RPG Retail-Formats: Music World, Books & Beyond, Spencer’s Hyper, Spencer’s

Super, Daily & Fresh

38
Pantaloon Retail-Formats: Big Bazaar, Food Bazaar, Pantaloons, Central, Fashion

Station, Brand Factory, Depot, aLL, E-Zone etc.

The Tata Group-Formats: Westside, Star India Bazaar, Steel junction, Landmark, and

Titan Industries with World of Titans showrooms, Tanishq outlets, Chroma.

K Raheja Corp Group-Formats: Shoppers’ Stop, Crossword, Hyper City, In orbit

Lifestyle International-Lifestyle, Home Centre, Max, Fun City and International

Franchise brand stores.

Pyramid Retail-Formats: Pyramid Megastore, TruMart

Nilgiri’s-Formats: Nilgiri's’ supermarket chain

Subhiksha-Formats: Subhiksha supermarket pharmacy and telecom discount chain.

Trinethra- Formats: Fabmall supermarket chain and Fabcity hypermarket chain

Vishal Retail Group-Formats: Vishal Mega Mart

39
ORGANIZATIONAL CHART

40
Big Bazaar: Is se sasta aur acha kahin nahin

Big bazaar is the company’s foray into the world of hypermarket discount stores, the first

of its kind in India. Price and the wide array of products are the USP’s in Big Bazaar.

Close to two lakh products are available under one roof at prices lower by 2 to 60 per

cent over the corresponding market prices. The high quality of service, good ambience,

implicit guarantees and continuous discount programmes have helped in changing the

face of the Indian retailing industry. A leading foreign broking house compared the rush

at Big Bazaar to that of a local suburban train.

Food Bazaar – Wholesale prices

Food Bazaar’s core concept is to create a blend of a typical Indian Bazaar and

International supermarket atmosphere with the objective of giving the customer all the

advantages of Quality, Range and Price associated with large format stores and also the

comfort to See, Touch and Feel the products. The company has recently launched an

aggressive private label programme with its own brands of tea, salt, spices, pulses, jams,

ketchups etc. With unbeatable prices and vast variety (there are 42 varieties of rice on

sale), Food Bazaar has proved to be a hit with customers all over the country.

Big Bazaar

Big Bazaar is a chain of shopping malls in India, owned by the Pantaloon Group and

which work on Wal-Mart type economies of scale. They have had considerable success in

many Indian cities and small towns. Big Bazaar provides quality items but at an

41
affordable price. It is a very innovative idea and this hypermarket has almost anything

under one roof….Apparel, Footwear, Toys, Household Appliances and more. The

ambience and customer care adds on to the shopping experience.

Is Se Sasta Aur Accha Kahin Nahin !!

What's in store for you at Big Bazaar?

1,70,000 products at 6- 60 % discount.

At Big Bazaar, you will get : A wide range of products at 6 – 60 % lower than the

corresponding market price, coupled with an international shopping experience.

If you deal in the categories mentioned there's a big deal of success for you.

Products available in Big bazaar

Apparel and Accessories for Men, Women and Children.

Toys
Baby Accessories.
Home Textiles Luggage
Cosmetics
Home Needs Linens
Crockery
Household Sarees
Dress Materials Suiting &
Appliances Stationery
Shirting
Household Utensils &
Electrical Accessories
Plastics Utilities
Electronics
Hardware
Footwear
Home
42 Decor
Food Bazaar’s core concept is to create a blend of a typical Indian Bazaar and

International supermarket atmosphere with the objective of giving the customer all

the advantages of Quality, Range and Price associated with large format stores and also

the comfort to See, Touch and Feel the products.

'FOOD BAZAAR' a division of Pantaloon Retail India Ltd is a chain of large

supermarkets with a difference. It was flagged off in April'02.With store sizes ranging

from 8,000 sq ft to 15,000 sq. ft. in Mumbai (two stores), Kolkata, Bangalore &

Hyderabad, it is opening more stores at Gurgaon (Delhi), New Bombay & Nagpur. It

currently caters to over 1.2 million customers every day across 4 outlets in India and is

soon set to expand and double this figure across 8 outlets all over the country by June

2003.

Food Bazaar offers the Indian consumer the best of Western and Indian values. The

western values of convenience, cleanliness and hygiene are offered through pre packed

commodities and the Indian values of "See- Touch- Feel" are offered through the

“Mandi” atmosphere created by displaying staples out in the open, all at very economical

and affordable prices without any compromise on quality. This satisfies the Indian

consumer and comforts her before making her final buying decision. At other super

markets, the consumer is deprived of this factor.

Truly the Indian consumer now agrees with Food Bazaar: "Ab Ghar Chalaana kitna

Aasaan”. This positioning platform of Food Bazaar is evident from the higher discounts

and the wholesale price-points which is below MRP.

43
Food Bazaar

represents the company’s entry into food retail and is

targeted across all classes of population. Food Bazaar replicates a local ‘mandi’, to

provide the much important ‘touch & feel’ factor which Indian housewives are used to in

the local bazaar. Food Bazaar has over 50,000 stock keeping units which cover grocery,

FMCG products, milk products, juices, tea, sugar, pulses, masalas, rice wheat etc, besides

fruits and vegetables. All products are sold below MRP and discounts range between 2%

to 20%. Fruits and vegetables are sold at prices comparable to wholesale prices.

44
 Chapter 4

INTRODUCTION

OF THE

TOPIC

INTRODUCTION:

Marketing is the moving and exciting activity in everybody activities. The sellers,
distributors, advertising agencies, consultants, transporters, financers, store agencies and
every one as a counter are part of the marketing system. Any exchange process be it
consumer, goods, intermediary goods, services of ideas, comes under the preview of

45
marketing. It is very often regarded that the development of markets and marketing is
synonymous with the economic development of account. Through marketing is an action
discipline. In the ever-growing corporate world, marketing is being regarded as a crucial
element for the success of anEnterprise.

The marketing discipline is undergoing fresh re appraisal in the light of the vast global,
technological, economic and social challenges facing today‟s companies and countries.
Mar keting at its best is about value creation and raising the world‟s living standards.
Todays winning companies are those who succeed most in satisfying, indeed delighting
their targetcustomers.As quoted by P.P.Drucker Marketing is so basic that it cannot be
considered a separate function.

It is whole business seen from the point of view of its final result, that is, from the
customer’s point of view. Business success is not determined by the producer but by the
customer ´Philip Kotler has therefore defined marketing as it is a social and managerial
process by which individuals and groups obtain what they need and want through
creating, offering and exchanging products of values with others´. Many Indian
companies espouse a satisfied customer philosophy and describe marketing as customer-
satisfaction engineering.

Since theeconomy in this country has changed from a primary condition of scarcity to
gradual and steadystage of affluence, largely giving consumers the opportunity to choose
among many variedalternatives, satisfaction has become a major concern of business.

INTRODUTION TO CONSUMER BEHAVIOR:

One thing that we have in common is that we all are consumers. In fact everybody in this
world is aconsumer. Every day of our life we are buying and consuming an incredible
variety of goods and services.

However, we all have different tastes, likes, dislikes, and adopt different behaviour
patterns while making purchase decisions.The term consumer behaviour refers to the
behaviour that consumers displaying searching for purchasing using evaluation and
disposing in searching for purchasing using evaluating and disposing of products
and services that they exact will satisfy o how individuals make decisions to send their
available resources (time, money and effort) on consumption related items.

It includes the study of What they buy´, ´Whythey buy´, When they buy it´, Where they
buy it´, how often they buy it´ and how often they use. A consumer decisions to purchase
a particular product of service is the result of complex interplay of a number of variables.
The starting point of the decision process is provided by the company‟s marketing
stimuli in the shape of product, promotion, price and distribution strategy.

46
 Consumer often purchase new products that are associated with a favourable viewed
brand name. The term consumer behaviour refers to the behaviour that consumer
displaying searching for purchasing, using, evaluating and disposing of products and
services that they expect will satisfy these needs.

The study of consumer behaviour in the study of how individuals make decisions to
spend their available resources (time, money, effort) on consumption related items. It
includes the study of what they buy´why they buy´, when they buy´, where they buy‟,
how often they buy´ and how they use´

DEFINITIONS:

Consumer Behaviour (or Buyer Behaviour) is broadly defined by various scholars &
researchers as:
 It’s the behaviour displayed by the consumers during the acquisition,
consumption and disposition of products, services, time and ideas by decision
making units.
 It is the body of knowledge which studies various aspects of purchase and
consumption of products and services by individuals with various social and
psychological variables at play.
 The behaviour that the consumers display in searching for, purchasing, using,
evaluating and disposing of products and services that they expect will satisfy
their needs.
 The process and activities people engage in when searching for, selecting,
purchasing, using, evaluating, and disposing of products and services so as to
satisfy their needs and desires.
 The activities directly involved in obtaining, consuming, and disposing of
products and services,including the decision processes that precede and follow
these actions.
 The American Marketing Association (AMA) defines consumer behaviour as The
dynamic interaction of cognition, behaviour & environmental events by which
human beings conduct the exchange aspect of their lives.Consumer behaviour is
helpful in understanding the purchase Behaviour and preferences of different
consumers. As consumers, we differ in terms of sex age, education, occupation,
income, Family setup, religion, nationality and social status. Because of this
different background factors, have different needs and we have only buy those
products and services, which we think, will satisfy our needs.

*A MODEL OF CONSUMER BEHAVIOUR*

47
NEED FOR THE STUDY:

Consumer behavior plays a major role for the growth of the company in the modern
market scenario. The basic idea of this study is to find the consumer behavior towards
Big Bazaar. The needs have to be recognized and necessary steps have to be taken to
make the changes.

India is growing rapidly and changes are dynamic. People are changing, the preference
and the demand is changing. The market also has to change accordingly.
The purpose of consumer behavior is not only for retaining the customers but also
attracting new customers and increasing the sales also creating and maintenance of brand
awareness.

In this competitive market the level of consumer satisfaction decides the success of any
product and any company. The night consumers have to be targeted and the right strategy
should be implemented at the right time. This will give the desired results.

48
 Chapter 5

Objective

Of

Study

OBJECTIVES OF THE STUDY

49
The main objectives of the study are as follows:-

1. To analyze the consumer behaviour in retail industry with reference to Big

Bazaar.

2. To study the current status and consumer attitude toward Big Bazaar in retail
sector.

3. To find out the customers response towards Big Bazaar.

4. To determine the customer satisfaction level and different attributes of Big Bazaar
and other retail companies.

5. To find out the buying behavior of the customers coming in to Big Bazaar in
NCR.

6. To determine the current status of Big Bazaar.

7. To find out the customers response towards Big Bazaar.

8. To study the satisfaction level of customers in different attributes of Big Bazaar.

9. To identify main competitors of Big Bazaar

10. To study and analyze consumer shopping behavior towards Big Bazaar.

11. To assess the behavior level of different type of customers shopping at Big
Bazaar.

12. To identify what type of strategies are suitable for the company to reach the
targeted customers.

13. To find out the factors which influence the consumption of the products in Big
Bazaar.

14. To identify effective advertising sources which are influencing customer

purchasing behavior at Big Bazaar.

50
CHAPTER-6

SCOPE

OF

THE STUDY

51
Scope of study

The scope of this research is to identify the buying behavior of customers of big bazaar in

ncr area. This research is based on primary data and secondary data. Due to time

constraint only limited number of persons contacted. This study only focuses on urban

buying behavior of customers because the research conducted in ncr area. The study does

not say anything about rural buying behavior of customer because rural

norms/status/attitude & acceptance of the rural customers differs with urban customers.

The scope of research is limited for ncr area. It provides help to further the research for

organized retail sector in ncr area. It aim to understand the skill of the company in the

area like technological advancement, competition in management.

My scope is limitation to one branch (The Great India Gate). 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 Noida and only

confined in studying about the consumer behavior towards big bazaar.

52
 CHAPTER-7

RESEARCH

METHODOLOGY

53
METHODOLOGY

Research Design

 The research work is exploratory in nature, and is meant to provide the basic

information required by research objectives. It is a preliminary study based on

primary data and the findings can be consolidated after a detailed conclusive

study has been carried out. Technology and customers tastes and preferences

plays a vital role in today’s generation.

 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 for every industrial service industries for getting acquire

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.

Research Design -

 Expolatory Research.

Sampling Design:

 Non Probability sampling- Convenience sampling

54
Sample Size:

 350 Customers

Data Collection : -

 Data is collected from various customers through personal interaction. Specific

questionnaire is prepared for collecting data. Data is collected with mere

interaction and formal discussion with different respondents. Some other relevant

information collected through secondary data

Tools of Analysis : -

 The market survey about the techniques of marketing and nature of expenditure is

carried out by personally interacting with the potential customers in Big Bazaar.

55
 Data Collection
Data can be classified under two categories depending upon the sources utilized. These

categories are,

i) Primary data ii) Secondary data

DATA COLLECTION

 Data is collected by using various methods. For the purpose of fulfilling the

objective of study and for completing the Research project Report, both primary

and secondary data collected.

PRIMARY SOURCES:

 Questionnaire

 Keeping in view the objective of study a questionnaire (as given Annexure) was

selected there is Twenty in all. All questions are small in size and arranged

logically. The language is simple to understand.

Interview

 Information was also obtained by conversation with Customers .they were

interviewed personally.

56
SECONDARY DATA:

 The second information is taken from company document available on websites

The other related journals information and industry association’s sites have also

been viewed.

S AMP LING DES IG N

 In the backdrop of objective set, a sample study conducted in

Delhi& NCR and especially in The Great India Palace.

SAMPLE SIZE:

 350 CONSUMERS contacted during this research work. The nature of sampling

is NON PROBABITITY –CONVINANCE SAMPLING helped in keeping the

path of research in focus throughout the work.

Collection of the questionnaire

 Sufficient time was given to the respondents to answer the questionnaire.

Problem faced while collecting and filling questionnaire

 Some of the respondents were hesitant to answer the questionnaire.

57
  Some respondents did not want to answer the questionnaire, so they left it

unanswered.

 Where the respondents did not find the relevant answer in his choice provided,

they added they added their own choice or left it unanswered.

Tabulation

 After all the questionnaires were collected back, the responses were tabulated.

 Each answer of the respondent was tabulated to its respective category.

58
 CHAPTER- 8

DATA ANALYSIS

AND

INTERATION

59
ANALYSIS

I have done a market field survey on big bazaar. I have surveyed around 350 respondents
of Delhi & NCR who come to visit big bazaar. A specific questionnaire is prepared for
the customers and data is obtained from them by moving around big bazaar and
personally interacting with them. The customers gave me valuable information regarding
their consumption pattern in big bazaar. I collected all those information and a proper
analysis is done.

All the analysis and its interpretations are discussed below. Each of the analysis is done
as per the information obtained from the customers and a serious interpretation has been
done to best of my effort.

60
 Customer’s monthly income

Higher income Group 5%

Middle Income Group 50%

Lower Income Group 20%

No Income Group 25%

INCOME GROUP

5%
25% Higher Income
Group (>
Rs.60000)
Middle Income
Group (Rs. 40000-60000)
Lower Income
50% Group(Rs.10000-40000)
20% No Income Group
(< Rs.10000)

Analysis: The above diagram shows the distribution of income level of customers
coming in to big bazaar. Among the 350 respondents 50% of customers are of middle
income level that is between Rs10000 – 40000 per month. Least number of customers
visiting Big bazaar are the higher income level people (> Rs.60000 pm) that constitute
only 5%. The lower income level of people coming to big bazaar constitutes of 20%.
25% of people belong to no income group which mostly consists of students.

Interpretation: Big bazaar is the hub of shopping for middle level income group people
because of its reasonable price on its each product category. The higher level income
group people don’t prefer to do shopping in big bazaar as it doesn’t deal with branded
products. The higher level income group people are very status conscious and their

61
psychology is such type that they don’t prefer much to visit big bazaar as it is a
discounted store. The lower income group people come in to big bazaar as they get goods
at a discounted price. Hence big bazaar should include branded products in its product
category which will encourage higher income group people to come in to big bazaar.
Probably not much of lower income group people come to big bazaar as they don’t like to
have any shopping experience rather they just go for nearby store where they can get
their necessity goods. Even they purchase goods on a regular basis on a small quantity.
So they don’t have much interest to come to big bazaar and do shopping.

62
 Customers visit Big Bazaar

Weekly
29%
Monthly
34%
Quarterly
23%
On unplanned basis
14%

14%

17% Weekly
Monthly
Quarterly
58% On a unplanned basis

11%

Interpretation: From this I interpret that in big bazaar 34% customers visit
monthly, 29% customer visit weekly 23% customers visit quarterly and 14% customers
visit on planned basis , it means mostly customers visit weekly and monthly basis for
purchase their requirements.

Apart from Big Bazaar visit retail outlet

63
 Yes 64%
No 36%
70%

60%

50%

40%

64%
30%

20%
36%

10%

0%
yes no

Interpretation: From this I interpret that 64% customers of big bazaar visit other
retail stores for their requirements and 36% customers of big bazaar generally do not visit
other retail stores. It shows that customers satisfaction level is more in big bazaar.

Purpose behind visiting big bazaar

64
 Shopping 60%
Outing 10%
Both 30%

PURPOSE

30%

Shopping
Outing
60% Both

10%

Analysis: Out of the 350 respondents 60% of respondents visit big bazaar for
shopping, 10% for outing and 30% visit big bazaar for both the purposes.

Interpretation: From this I interpret that big bazaar is purely a shopping complex
but it also facilitates a certain kind of ambience and decorum to the people that they also
visit it for the purpose of outing. The infrastructure and ambience of big bazaar is so that
people even like to go there even also they don’t have to purchase anything. People enjoy
doing shopping in big bazaar. This is very nice for it as often customers.

Demand for other retail outlets in a mall

65
 Garment Outlet 65%
Footwear Outlet 20%
Food Court 30%
Entertainment 20%
Gift Corner 10%
Jewelers and Watches Store 10%

70%

60%

50%

40%

30%

20%

10%

0%
Jewellery and Watch...
Garment Outlet

Footwear Outlet

Entertainment
Food Court

Gift Corner

Analysis:
The above graph shows that 65% of people visit garment outlet in a mall other than that
of big bazaar. 30% of people also prefer to visit food court in a mall other than big

66
bazaar. 20% of the people go to footwear outlet in a mall other than big bazaar. 20% of
people also go to mall for entertainment purpose. Some people that are 10% each also
visit gift corner store and jewellery & watches store in a mall other than big bazaar.

Interpretation:
From this analysis I come to know that most of the people tend to visit garment outlets in
a mall other than big bazaar as it has some exclusive branded outlets. People also go for
footwear stores as malls have branded footwear stores in it. People go for watching
movies to mall for entertainment. Yet a few people visits gift corners and jewellery stores
in a mall. This is of course a threat for big bazaar that it is not able to attract customers
from other retail outlets and retain them with it. Big bazaar should definitely include
more of branded products in its product category in order to bring in the customers of
mall to it and retain them with it. It can include some of the exclusive branded outlets of
cloths and jewellery in it in order to attract the brand choosy customers.

Products mostly purchased by customers in big bazaar

Clothes 60%

67
 Grocery 70%
Food Item 50%
Leather Item 25%
Electronic Item 15%
Gift Item 10%
Any other Item 10%

Any other Item

Gift Item

Electronic Item

Leather Item Series1

Food Item

Grocery

Clothes

0% 20% 40% 60% 80%

Analysis:

This chart clearly indicates that the demand for grocery that is 70% is highest by the

customers followed by clothes rated 60%. The next highest demand is for food items that

is 50%. 25% demand is for leather items in big bazaar. Electronic items holds 15% of

demand and gift items and other items has a demand of only 10% by the customers of big

bazaar.

Interpretation:

68
From this analysis I interpret that customers demand are high for grocery and clothes

followed by food items in big bazaar. Electronic items have a little demand by the

customers. Gift items and other items are not much in demand by the customers. I can

interpret that clothes, grocery and food items are the major products which hold

maximum number of customers. So big bazaar should maintain its low pricing and

product quality to keep hold of the customers and also it should keep more qualitative

products of gift and leather items so that people would go for more purchase of these

items from it. Big bazaar has many local branded products of grocery and cloths and it is

successfully selling it. It should also include branded products so that more sales can take

place.

Expenditure pattern of customers coming in to big bazaar

Below Rs.500 /single visit 11%

500-1000 /single visit 16%

69
 1000-1500 /single visit 22%
1500-2000 /single visit 22%
More than 2000 /single visit 29%

EXPENDITURE PATTERN

11%
29%
Below 500
16%
500-1000
1000-1500
1500-2000
More than 2000
22%
22%

Analysis:

We can clearly see from this graph that majority of the customers spend a lot in big

bazaar that is 29% of people spend more than Rs2000 in a single visit to big bazaar.

Equal number of people that is 22% of people each spend Rs 1000-1500 and Rs 1500-

2000 respectively in a visit to big bazaar.16% of people spend Rs 500-1000 and only

11% of customers are there who spends less than Rs500 in their visit to big bazaar.

Interpretation:

From this I interpret that most of the customers purchase goods in bulk which leads them

to spend a lot. Volume sales are high in big bazaar. Customers tend to purchase more

70
goods from big bazaar as it provides goods at a discounted rate. Probably those persons

who spend more in a visit to big bazaar are purchasing on a monthly basis. Those

customers who are spending very less money that is below Rs 500 are mostly coming in

just to move around big bazaar and spend time. In the process they used to spend money

on food items and also purchase some products while roaming in it. Impulse buying

behavior of customers comes in to play to a large extent. More discounts shall be

provided to people who does bulk purchase. This will encourage people to purchase more

products.

Time spent by customers in shopping in big bazaar

Less than half an hour 10%

Half an hour to 1 hour 15%
1 hour to 1 1/2 hours 35%
1 1/2 hours to 2 hours 22%

71
 More than 2 hours 18%

35%

30%

25%

20%
35%
Series 1
15%
22%
10% 18%
15%
10%
5%

0%
Less than half Half an hour 1 hour to 1 1 1/2 hours More than 2
an hour to 1 hour 1/2 hours to 2 hours hours

Analysis: People spend a lot of time in shopping in big bazaar. Majority of the

respondents (35%) said that they spend at least 1 hour to 1 ½ hours in big bazaar. 22%

respondents also said that they spend 1 ½ hours to 2 hours in their visit to big bazaar.

Only 10% of people said that they spend very little time that is less than half an hour in

big bazaar.

Interpretation: As per the given data I interpret that customers are very product
choosy now a days and that’s why they spend a lot of time in shopping in big bazaar.

Probably customers might even be spending more time in big bazaar as it provides a very

nice ambience and atmosphere for the people to shop in. Hence those persons who spend

half an hour or less than half an hour in big bazaar are those persons who just come to

72
purchase limited products and come only because of low pricing of products. People also

spend much time in it but purchase very few goods. The sales personnel should focus on

the people who take long time in shopping and purchases a lot and provide special kind

of service to them as they are the major customers.

Comparison of footfalls in weekdays and weekends

Weeks days 40%

Weekends 60%

73
 FOOTFALLS

40%
Weeks days
Weekends
60%

Analysis: The above graph shows that more number of people comes to big bazaar in
weekends than that of week days .40% of people visits big bazaar in weekdays where as

60% of people visit big bazaar in weekends.

Interpretation: I can clearly interpret from this that most of the people tend to visit
big bazaar in weekends rather than that of week days. There are more footfalls in big

bazaar in weekends than that of week days. Though there is not much difference as 40%

of people visit big bazaar in week days hence in weekends the footfall increases by 10%.

As people come more in weekends, so big bazaar should keep it open for more time in

week ends. The infrastructure can be changed a bit in week ends so that customers can

see more products clearly and can move around comfortably. In order to bring in more

number of customers in week days big bazaar should provide some schemes in week days

which will encourage people to come in to it in week days also. Hence the crowd is more

in weekends and big bazaar should avail more parking spaces for its customers in

weekends. It can make some temporary arrangement for parking every weekend. It

should not spend much money in advertising and displaying of products in weekdays

74
rather it should advertise and display products more in weekends as more number of

people comes in weekends.

Customers preference of timing to visit big bazaar

75
 10 A.M - 1 P.M 8%
1 P.M – 3 P.M 17%
3 P.M – 6 P.M 35%
6 P.M – 10 P.M 40%

8%

17%
40%
10 A.M - 1 P.M
1 P.M – 3 P.M
3 P.M – 6 P.M
6 P.M – 10 P.M

35%

Analysis: The above pie chart shows that most of the people prefer to visit big bazaar
in evening time than that of the day time. Only 25% of people tend to visit big bazaar
during day time while 75% of people tend to visit big bazaar during after noon time.

76
Interpretation: From the above analysis I interpret that evening time is the peak
time for big bazaar and day time is the off peak time for big bazaar. There is more

number of people found in big bazaar during evening time than that of day time. Probably

more of products are being sold during evening time in big bazaar than that of day time.

Big bazaar shall provide some special offerings during day time so that more people

should come in during day time. It could offer some special kind of product in daytime

which will be not available during evening time. In this way it will bring in more number

of people during day time for getting the special kind of products but along with that it

will be able to sale other products as people do a lot of impulse buying at big bazaar.

77
 Comparison of customers purchasing with planned list of

products and purchasing products on unplanned basis

E
Yes 50%
v e
No 40%
r

10%

10%

yes
no
50%
ever

40%

78
Analysis: As shown in the graph out of my total respondents of 350, 50% of

customers come to big bazaar with a planned list of products. 40% of people come in to

big bazaar without any planned list of products to be purchased from big bazaar.

Interpretation: As per the data obtained from the customers of big bazaar I

interpret that most of the customers comes in to big bazaar with a planned list of

products. Few customers come to big bazaar without any planned list of products and

purchases products depending on their selection. These people basically come to the mall

and hence get in to big bazaar. Depending on the product category and brand and quality

of products they purchases goods. Some couples come to mall and go to food bazaar to

have food together and to have chit chat among them. The customer who comes with a

planned list of products purchases more products than that of the customers who comes

without any planned list of products. So big bazaar should provide more variety and

essential goods so that more number of people should come in with a planned list of

products.

79
 Brand preference of customers in big bazaar
Yes 10%
No 50%
Depends on category 40%

BRAND PREFERENCE

10% Yes

40%
No

50% Depends on
category

Analysis: As seen in the above chart it is clearly known that only 10% of people

come in to big bazaar with a list of brands in advance. 50% of people completely deny

that they don’t prepare in list of brand in advance. 40% of people told that they prepare a

list of brand depending on the product category.

Interpretation: From this I interpret that customers don’t opt for much brand

preference while purchasing products in big bazaar. A few customers search for brands

but depending on the product category. Customers probably don’t decide for brands on

products as there are not much of known branded products available at big bazaar. On

product categories like grocery and clothes, big bazaar has many local branded products.

Customers purchase a lot of these as its cheap in price even though its quality is not so

good.

80
 Amost of the customers belong to lower class and middle class people, they

purchase those local branded products as it gives them value for money. Different

products of the same category have different prices. Quality of products varies with the

price. This enables customization of products for various types of customers. Customers

search for brands mostly in apparel section. Some customers also pre decides the brand

on the local manufactured grocery and food products of big bazaar. Big bazaar should

include more of the branded products in its each category so that customers have more

options to choose among the brands. This will bring in more number of people to big

bazaar which will definitely increase the sales.

Comparison of brand preference on different product category

81
 Cloths 40%
Grocery 40%
Gift Items 33%
Electronic Items 25%
Leather Items 2%
12%

Any Other Item

45%
40%
35%
30%
25%
Series1
20%
15%
10%
5%
0%

Analysis: This graph shows that cloths and grocery are the only two items on which
customers mostly prefer the brands that is 40% each. 33% brand preference is on gift

items and 25% is on electronic items. Brand preference on leather items is 2% and 12%

on any other item.

Interpretation: From this I interpret that some of the products brand are pre

decided in advance and for some of the products customers don’t at all pre decide any

82
brand. As per electronic goods are concerned customers pre decide the brand as many

branded electronic products are available in big bazaar. The customers pre decides brands

on cloths and grocery most as big bazaar produces much of local brands and also have

some well known branded products of clothes with it like flying machine jeans.

Mode of payment of customers in big bazaar

83
 Cash Payment 55%
Credit Card 19%
Debit Card 26%

26%

Cash Payment
Credit Card
Debit Card
55%

19%

Analysis: As per my study is concerned, out of the total respondents 55% of people
make cash payment in big bazaar. 19% of them uses credit card as their mode of payment

and 26% of the people makes payment in big bazaar through their debit card.

Interpretation: As per the obtained data I interpret that more number of people

makes cash payment in big bazaar. A fraction of people uses their credit card for payment

in big bazaar and a very few people uses their debit card for payment. I can interpret that

quick exchange of money for goods is done in big bazaar as most of the people mode of

payment is cash payment. Hence sometimes big bazaar has to wait for a short time period

as some of the customers make their payment through credit and debit card.

84
85
Comparison of factors which encourages customers to come in to big

bazaar

Price 60%
Service 40%
Ambience 50%
Product Variety 65%
Product Quality 20%
Convenience 35%

70%

60%

50%

40%
65%
60%
30% 50%
40%
20% 35%
20%
10%

0%
Price Service Ambience Product Product Convenience
Variety Quality

86
Analysis: People are mostly encouraged to come to big bazaar because of its cheap

price and availability of variety of products. Around 65% of the total respondent said

they are mostly encouraged to come to big bazaar as it has variety options. Even most of

the customers said that they get goods there in a discounted price and so they come in to

it. Many customers also said that they feel good about the service and ambience provided

by big bazaar. Around 35% of customers also said that convenience is also another factor

which leads them to come to big bazaar. Product quality is rated at very low that is only

20% which encourages the customers to come to big bazaar.

Interpretation: From this analysis I interpret that big bazaar is a well known for its
variety options. People mostly come to big bazaar as they get various kinds of products

under one roof. It is also clearly known that big bazaar sales its goods at a discounted

price as compared to the market. Even it provides a good service and ambience to its

customers which encourages them to visit big bazaar more and more times. I can also

interpret from this that big bazaar has located itself in a good place from where it is able

to attract customers. As a hypermarket which is to be located far off the city, big bazaar

has located itself in a good place from where it is convenient for people to visit big

bazaar. Big bazaar should try and produce more qualitative products so that customers

can get more satisfaction and would never think of not doing shopping in big bazaar.

87
 Services of the sales personnel in Big Bazaar

Very good 17%

Good 29%

Ok 36%

Poor 13%

Very poor 5%

40%

35%

30%

25%

20% 36%

15% 29%

10% 17%
13%
5% 5%
0%
Very good Good Ok Poor Very poor

88
Interpretation: From this I interpret that 36% customers realize service of sale

personnel in Big Bazaar is OK, 29% realize good, 17% realize Very Good, 13% realize

Poor and 5% customers is very dissatisfied with sales personnel’s in Big Bazaar.

Customers’ mode of transport to big bazaar

Hired Vehicle 10%

Two-wheeler 40%
Four-wheeler 35%
Any Other 15%

15% 10%

Hired Vehicle
Two-wheeler
Four-wheeler
40% Any Other
35%

Analysis: Around 40% of the total respondent of comes in to big bazaar with their

own two wheelers. The second majority of people consist of people riding four wheeler

89
and coming in to big bazaar. Only 15% of people of the total respondent visits big bazaar

on hired vehicles. 10% customers of the total respondent comes in any other mode of

transport.

Interpretation: From the above data I interpret that there are more number of four
wheelers coming found in big bazaar than that of two wheelers. People prefer more to go

to big bazaar in four wheelers than that of two wheelers. A few people are found who

comes in to big bazaar with a hire vehicle. Probably they might be the tourists.

90
 Parking space availability in big bazaar

Less than adequate 45%

Adequate 45%
More than adequate 10%

AVAILABILITY OF PARKING SPACE

10%

Less than
adequate
45% Adequate

More than
45%
adequate

Analysis: As it is shown in pie chart most of the people say big bazaar does not

provide adequate parking space. Equal number of people also says that adequate space is

provided for parking big bazaar. Only 10% of people say that more than adequate space

is available for parking in big bazaar.

91
Interpretation: Analyzing the above data, I interpret that customers are not

satisfied with the parking space availability provided by big bazaar. Hence it’s a threat

for big bazaar as it may loose its customers because of less parking space availability.

Customers preference towards Kirana store

Even though many customers say adequate space is available for parking in big bazaar

but also it is a threat for big bazaar as it is seen more number of people are expected to

come in to big bazaar. In holidays probably it will be very difficult for customers to park

their vehicle in big bazaar.

92
 Yes 65%

No 35%

35%

yes
no

65%

Analysis: Out of my total respondent of 350 customers, 65% of them says they go to
their nearby kirana store and 35% said that they don’t at all go to any kirana store. This

shows that majority of people go to kirana store even though they visit big bazaar. But

some customers are there who never goes to any kirana store.

93
Interpretation: As per the given data I analyze that most number of people tend to
purchase goods from nearby kirana store even if they come to big bazaar. I can conclude

from this that a kirana store is a competitor of big bazaar. Some customers never go for

shopping in kirana store as of it does not have much variety option available with it.

Probably they are more interested in having a shopping experience rather than to just go

and purchase goods from kirana store.

94
 Comparison of Big bazaar with any Kirana store

Convenienc Shopping

Price Service Variety Quality e Experience Ambience

Big bazaar 70% 50% 100% 40% 25% 90% 95%

Kirana store 30% 50% 0% 60% 75% 10% 5%

120
100 100 95
90
80 75
70 Big bazaar
60 60
50 Kirana store
40 40
30 25
20
10 5
0 0

95
Analysis: The above graph shows the comparison of different factors between big

bazaar and a nearby kirana store. 70% of people say big bazaar provides goods at a

cheaper price as compared to that of a kirana store. 50% of people say big bazaar

provides better service and another 50% of them say kirana store provides better service.

Each and every customer that is 100% agrees that there are more variety of products

available at big bazaar than that of kirana store. As per quality of goods is concerned 60%

of the customer say kirana store provides better qualitative products while 40% of the

customers say big bazaar also provides qualitative products. 75% people say it is more

convenient for them to go to a kirana store while 25% of them say going to big bazaar is

more convenient for them. 90% of respondents said it is a good shopping experience at

big bazaar while 105 of them said that they also have a good shopping experience at

kirana store. As per ambience is concerned 95% of customers said big bazaar provides

much nice ambience than big bazaar while 5% of them said that ambience provided by

kirana store is also equivalent to that of big bazaar.

Interpretation: I interpreted from this that a kirana store is one of the competitor of

big bazaar. It is a threat for big bazaar as some of the attributes of a kirana store provides

more satisfaction to customers. Big bazaar should try to improve on each of its attributes

and out compete the kirana store so that it can convert the customers of kirana store to be

the customers of big bazaar.

96
 Comparison of Big bazaar with others Organized retailers
based on following points

Convenienc Shopping
Price Service Variety Quality e Experience Ambience

Big bazaar 45% 50% 55% 52% 54% 46% 58%

O. Org. Retails 55% 50% 45% 48% 46% 54% 42%

60

55

50

45

40 Big bazaarO. Org. Retails

Column1
35

30
ice ice ty
ali
ty ce ce ce
pr erv ar ie u i en r ien i en
s v q en e b
nv exp am
co
ng
o pi
sh

Interpretation: I interpreted from this that other organized stores is another

competitors of big bazaar. It is a threat for big bazaar as some of the attributes of other

97
organized stores store provides more satisfaction to customers. Big bazaar should try to
improve on each of its attributes and out compete the other organized stores.

98
 SWOT ANALYSIS OF BIG BAZAAR

A SWOT analysis is done to know the strengths, weaknesses, opportunities and threats of

any company. This analysis will explain about the strengths, weaknesses, opportunities

and threats of big bazaar.

Strengths of Big bazaar

 Large variety option

 Cheap price

 Huge customer Base

 Volume sales

Weaknesses of Big bazaar

 Lacks in branded products

 Low in product quality

 Unable to provide enough parking space to its customers

Threats for Big bazaar

 Opening up of other discounted stores like Vishal mega mart

 Convenience of customers to nearby kirana stores

 Availability of products in other retail outlets

99
Opportunities for Big bazaar

 To open up more and more number of big bazaars in different cities

of the country.

 To grab the rural market

 To bring in the customers of other retail outlet by dealing with

branded products.

 Add more products to its product category

100
CHAPTER-9

FINDING

101
 FINDINGS

1. Most of the customers buy their requirement in Big Bazaar on the basis of Weekly and
monthly basis. Customers realized that Big Bazaar stores provide qualitative
products/service with reasonable price.

2. At present time Big Bazaar provide different types of product assortments to the
customers.

3. Continuously opening of Big Bazaar chains in different major cities, increasing

quantities of the customers & profit show that Big Bazaar most accepted name in
organized retail chain in India.

4. Big Bazaar mainly deal with middle income group people who want qualitative
product with reasonable cost.

5. Big bazaar has a good reputation of itself in the market.

6. Big bazaar has positioned itself in the market as a discounted store.
7. Big bazaar holds a huge customer base. The majority of customers belong to middle
class family.
8. Impulse buying behavior of customers comes in to play most of the times in big
bazaar.
9. There are more than 50 big bazaars in different cities of India, it seems that there is a
vast growth of big bazaar lying as customers demand is increasing for big bazaars.

10. Big bazaar is a hypermarket as it provides various kinds of goods like apparels,
grocery, stationary, food items, electronic items, leather items, watches, jewellery,
crockery, decorative items, sport items, chocolates and many more. It competes with all
the specialty stores of different products which provide goods at a discounted rate all
through the year.

102
11. The major players in retail industries are Big bazaar, The Tata Groups (Croma),
Vishal Retail Group, Reliance Retail, Kirana stores & Sabka Bazaar etc.

CHAPTER-10

SUGGESTIONS

103
 SUGGESTIONS

• Big bazaar should include more of branded products its product category so as to

attract the brand choosy people to come in to big bazaar.

• Big bazaar should provide large parking space for its customers so that they can

easily park their vehicles.

• It should make different cash counters for different customers. Cash counter and

credit card payment counter should be placed differently in order to reduce the rush and

save the customer’s time. This will be a kind of motivator for the customers of big

bazaar.

• The service of the sales person is needed to be improved. Personal care should be

taken by the sales person for the customers so that the customers feel good.

• During the off peak hour’s big bazaar should provide some offers to its customers

so that people would be encouraged to come to big bazaar during off peak hours. The

customers who are present in the mall during the off peak hours of big bazaar will

definitely go in to big bazaar if surprise offers are made at that time.

104
• Customer care department is needed to take proper care of customer complaints

and queries. The person sitting at the help desk of big bazaar should be able to provide all

necessary information to the customers whenever it is required.

• The infrastructure is needed to be changed a bit during weekends as heavy crowd

comes in to big bazaar during those days.

105
 CHAPTER-11

LIMITATION

OF

STUDY

LIMITATIONS OF THE STUDY :

106
 The company at Noida does not set the major strategies but is the

follower of the head branch, so I was restricted to look at its plans of

managerial strategies. Information gathered from retailer may not fulfill

because no retailer shows their weakness.

 No much data from past was available but had to frame by project based

on the information given by the company and my personal observation

on the issues.

 Time period for the study was also limited to make any further add on .

 Inadequate disclosure of tactical information’s by retailers is also the

problem.

 Lack of retailer knowledge about modern consumer behaviour concept.

 Time has been a major constraint throughout the study as it has been only

for duration of 1 month.

 As this survey was restricted to Noida this cannot be stated as an in depth

research on this subject.

 Enough care is taken in formulating the questionnaire, still some errors

may creep in.

 The consumer behavior varies according to different products.

 Quality verses price was not taken into the consideration.

 The project is based on the interview methodology by a sutured

questionnaire and the personal skills of the person undertaking the

project affect the results.

107
 CHAPTER-12

CONCLUSION

CONCLUSION

108
Big bazaar is a major shopping complex for today’s customers. It is a place where

customers find variety of products at a reasonable price. Big bazaar has a good

reputation of itself in the market. It has positioned itself in the market as a

discounted store. It holds a huge customer base. The majority of customers belong

to middle class family. The youth generation also likes shopping and moving around

big bazaar. Volume sales always take place in big bazaar. Impulse buying behavior

of customers comes in to play most of the times in big bazaar.

Big bazaar is a hypermarket as it provides various kinds of goods like apparels,

grocery, stationary, food items, electronic items, leather items, watches, jewellery,

crockery, decorative items, sport items, chocolates and many more. It competes with

all the specialty stores of different products which provide goods at a discounted

rate all through the year. It holds a large customer base and it seemed from the

study that the customers are quite satisfied with big bazaar. As of now there are 34

big bazaars in different cities of India, it seems that there is a vast growth of big

bazaar lying as customers demand is increasing for big bazaars.

Big bazaar is a hypermarket store where varieties of products are being sold on

different product category. It has emerged as a hub of shopping specially for middle

class people.

109
Different types of products starting from a baby food to pizzas all are available

under one roof. In Delhi it is the middle class people who mostly do marketing from

big bazaar. Even most of the people do their monthly shopping from big bazaar.

People not only visit big bazaar to do shopping but also visit for outing purpose as it

provides a very nice ambience to its customers. As people go to malls they just tend

to move around big bazaar whether it is for shopping purpose or for outing

purpose. Grocery, apparels and food items are the products which are demanded

most by the customers of Delhi in big bazaar. The major drawback of big bazaar is

that it lacks in providing enough parking space for its customers. This may

discourage the customers to come to big bazaar and shop as they face difficulty in

parking their vehicles. Even though some customers say that they don’t feel

problem in parking their vehicle, it is because of the parking space available to them

by the mall. As it is surveyed it seems that the biggest competitors of big bazaar are

the kirana stores, discounted specialty stores like Vishal mega mart, Delhi bazaar

Big bazaar, The Tata Groups (Croma), Reliance Retail, & Sabka Bazaar etc.

110
ANNEXURE(S)

111
 Questionnaire

PART-1

1. Name: -

2. Age: -

3. Gender: -

4. Address: -

5. Qualification: -

6. Profession: -

7. Ph.

8. What’s your monthly income?

a) Below 10,000

b) 20,000 – 40,000

c) 40,000 – 60,000

d) More than 60,000

PART-2

1.How frequently do you visit Big Bazaar?

a) Weekly

b) Monthly

c) Quarterly

d) On unplanned basis

112
2.Apart from Big Bazaar do you intend to visit any other retail outlet in a Mall?

a) Yes b) No

2.(a). If yes then what are the other retail outlets do you intend to visit in a mall?

e) Garment Outlet

f) Footwear Outlet

g) Food Court

h) Entertainment

i) Gift Corner

j) Jewellery and Watches store

2. What is the purpose behind visiting Big Bazaar?

a) Shopping

b) Outing

c) Others

3. What type of products do you mostly purchase in Big Bazaar?

a) Cloths

b) Grocery

113
 c) Food Item

d) Leather Item

e) Electronic Item

f) Gift Item

g) Any other Item

4. On an average how much amount of money do you spend in a visit to Big Bazaar?

a) Below 500

b) 500 – 1000

c) 1000 – 1500

d) 1500 – 2000

e) More than 2000

5. How much time do you spend in a visit to Big Bazaar?

a) Less than half an hour

b) Half an hour to 1 hour

c) 1 hour to 1 ½ hours

d) 1 ½ hours to 2 hours

e) More than 2 hours

114
6.Which days of the week do you prefer to visit Big Bazaar?

a) Week days

b) Weekends

7. Which time of the day do you mostly prefer to visit Big Bazaar?

a) 10am – 1pm

b) 1pm - 3pm

c) 3pm-6pm

d) 6pm – 10pm

10. Do you go with a planned list of products to be purchased from Big Bazaar?

a) Yes b) No c)some time

11. Do you prepare a list of brands in advance when you visit to Big Bazaar?

a) Yes b) No c) Depends on category

12. In which categories of products do you pre-decide the brands?

a) Cloths

b) Leather Items

c) Electronic Items

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 d) Grocery

e) Gift Items

f) Any other Item

13. What is your mode of payment in Big Bazaar?

a) Cash payment b) Credit Card c)Debit Card

14. What encourages you to visit Big Bazaar?

a. Price

b. Service

c Ambience

c. Product Variety

d. Product Quality

e. Convenience

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15. How would you rate the services of the sales personnel in Big Bazaar on a 1 – 5

scale?

Very good

Good

Ok

Poor

Very poor

16. Which type of your convenience to Big Bazaar?

a) Hired vehicle

b) Two-wheeler

c) Four-wheeler

d) Any other

17. How is the parking space availability in Big Bazaar?

a) Less than adequate

b) Adequate

c) More than adequate

18. Do you go to Kirana store?

a) Yes b) No

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 19. Compare your nearest Kirana store with Big Bazaar.
a) Price
I. Kirana store II. Big Bazaar
b) Service
1. Kirana store II.
Big Bazaar
c) Variety
1. Kirana store II.
Big Bazaar
d) Quality
1. Kirana store II.
Big Bazaar
e) Convenience
1. Kirana store II.
Big Bazaar
f) Shopping Experience
1. Kirana store II.
Big Bazaar
g) Ambience
1. Kirana store II.
Big Bazaar

20. Compare others organized retail stores with Big Bazaar on the following
parameters.
a) Price
1.Big Bazaar II. Others Organized Retailer
b) Service
1.Big Bazaar II. Others Organized Retailer
c) Variety
1.Big Bazaar II. Others Organized Retailer
d) Quality
1.Big Bazaar II. Others Organized Retailer
e) Convenience
1.Big Bazaar II. Others Organized Retailer
f) Shopping Experience
1.Big Bazaar II. Others Organized Retailer
g) Ambience
1.Big Bazaar II. Others Organized Retailer

THANKING YOU

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BIBLIOGRAPHY

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BOOKS
► Kotler Philip, marketing management, (Pearson education, 12th edition)
► Malhotra K. Naresh, marketing research (An applied orientation), Research design,
(Prentice hall of India pvt. 5th edition)
► Berman B and Evans J.R, Retail Management (Pearson education, 10th edition)
► Louden D.L. & bitta delia consumer behavior ( tata Mc. Graw hill, 4th edition )
► Newman A.J. and Cullen P,Retailing,Environment and operations(Vikas,1st Ed.)

INTERNET WEB PAGE

 Bigbazaar.co.in
 Organizedretail.co.in
 Retail seminar. In
 Literature review on Big Bazaar.com
 Retailing.co.in

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