Big Bazzar Report

Internship Report on
A STUDY ON “CONSUMER SATISFACTION WITH RESPECT TO DIMENSIONS

OF SERVICE QUALITY, BIG BAZAAR, THRISSUR
BY
ISMAIL P.U.
1NH13MBA33
Submitted to
VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM
In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION
Under the guidance of
INTERNAL GUIDE EXTERNAL GUIDE

Mrs. Dr. Sheelan Misra Mr. Ali Pulikkal
HOD, Professor Asst. Store Manager

Future Retail Limited
Department of Management Studies

NEW HORIZONCOLLEGE OF ENGINEERING
Outer Ring Road, Bellandur Post, Near Marathalli, Bangalore-5601032013-2015
2013-2015
ACKNOWLEDGEMENT
I wish to place on record my deep sense of appreciation to all those who made this project
come into existence and guide me from the start to finish. I express my sincere gratitude to
the institution of New Horizon College of Engineering, Bangalore.
I thank the almighty God for the blessing that have been showered upon me to complete the
project successfully.
I express my sincere thanks to Dr. Manjunatha, principal of New Horizon College of
Engineering, Bangalore for giving me the opportunity to prove my caliber by submitting this
project report.
I am grateful to Dr. Sheelan Misra, Head of Department of Management Studies, New
Horizon College of Engineering, Bangalore for her support in the formatting and
completion of this project.
I am indebted to my internal guide Dr. Sheelan Misra for her support from the beginning
till completion of this study.
I extend my sincere gratitude to Mr. Ali Pulikkal, Assistant Store Manager, BIG
BAZAAR, Thrissur, Kerala, for giving me the time and information needed for making this
assignment successful.
I also express thanks to my family members and friends for the love and support that they
gave me during the time of the project.
Place: ISMAIL .P.U

Date: 1NH13MBA33
LIST OF CONTENTS
CHAPTERS PARTICULARS PAGE

NO.
INTRODUCTION
1.1 INTRODUCTION TO THE STUDY 1
1.2 STATEMENT OF THE PROBLEM 1
1.3 NEED FOR THE STUDY 2
CHAPTER 1 1.4 OBJECTIVES OF THE STUDY 2
1.5 SCOPE OF THE STUDY 2-3
1.6 RESEARCH METHODOLOGY 3-4
1.7 LITERATURE REVIEW 5-6
1.8 LIMITATIONS OF THE STUDY 6
INDUSTRY AND COMPANY PROFILE

2.1 INDUSTRY PROFILE 7-11
CHAPTER 2 2.2 COMPANY PROFILE 12-23
CHAPTER 3 THEORETICAL BACKGROUND OF THE STUDY 24-25
CHAPTER 4 DATA ANALYSIS AND INTERPRETATION 26-65
CHAPTER 5 FINDINGS,SUGGESTIONS &CONCLUSION 66-71
BIBILIOGRAPHY
ANNEXTURE
LIST OF TABLES
TABLE NO TABLE DESCRIPTION PAGE NO

4.1 NO.OF RESPONDENTSACCORDING TO THEIR AGE GROUP 26
4.2 NO. OF RESPONDENTS ACCORDING TO THEIR GENDER 28
4.3 HOW FREQUENTLY CONSUMERS SHOPS AT BIG BAZAAR 30
4.4 THE PERCEPTION OF CONSUMERS ABOUT BIG BAZAAR 32
4.5 THE LEVEL OF VISUAL APPEALING OF PHYSICAL FACILITIES 34
AT BIG BAZAAR
4.6 THE TYPE OF PRODUCT PREFERRED 36
4.7 THE SATISFACTION LEVEL OF BIG BAZAAR’S PRODUCT 38
4.7.1 SATISFACTION LEVEL ACCORDING TO PRODUCT RANGE 38
4.7.2 SATISFACTION LEVEL ACCORDING TO PRICE 40
4.7.3 SATISFACTION LEVEL ACCORDING TO QUALITY 41
4.7.4 STISFACTION LEVEL ACCORDING TO AVAILABILITY 42
4.8 SATISFACTION LEVEL WITH DELIVERY OF SERVICE 44
COMPARING WITH PROMISED SERVICE OF BIG BAZAAR
4.9.1 RESPONDENTS RESPONSE ON EMPLOYEES’ RELIABILITY 46
4.9.2 RESPONDENTS RESPONSE ON EMPLOYEES’ ASSURANCE 48
4.9.3 RESPONDENTS RESPONSE ON EMPLOYEES’ EMPATHY 49
4.9.4 RESPONDENTS RESPONSE ON EMPLOYEES’ RESPONSIBILITY 50
4.10 CHANGES WHICH CONSUMER EXPECTS FROM THE 52

BEHAVIOUR OF EMPLOYEES OF BIG BAZAAR
4.11 SATISFACTION LEVEL IN CLEANLINESS&HYGIENE OF STORE 54
4.12 SATISFACTION LEVEL ABOUT AMBIENCE IN BIG BAZAAR 56
4.13 CHANGES EXPEXTED IN THE AMBIENCE OF BIG BAZAAR 58
4.14 THE HOLDERS OF LOYALTY PROGRAM 60
4.15 WHETHER THE LOYALTY PROGRAM IS USEFUL OR NOT 61
4.16 TYPE OF LOYALTY CARD HELD BY RESPONDENTS 62
4.17 OVERALL SATISFACTION WITH BIG BAZAAR 64

LIST OF CHARTS
CHART NO CHART DESCRIPTION PAGE NO

4.1 NO.OF RESPONDENTSACCORDING TO THEIR AGE GROUP 26
4.2 NO. OF RESPONDENTS ACCORDING TO THEIR GENDER 28
4.3 HOW FREQUENTLY CONSUMERS SHOPS AT BIG BAZAAR 30
4.4 THE PERCEPTION OF CONSUMERS ABOUT BIG BAZAAR 32
4.5 THE LEVEL OF VISUAL APPEALING OF PHYSICAL FACILITIES 34
AT BIG BAZAAR
4.6 THE TYPE OF PRODUCT PREFERRED 36
4.7 THE SATISFACTION LEVEL OF BIG BAZAAR’S PRODUCT 38
4.7.1 SATISFACTION LEVEL ACCORDING TO PRODUCT RANGE 39
4.7.2 SATISFACTION LEVEL ACCORDING TO PRICE 40
4.7.3 SATISFACTION LEVEL ACCORDING TO QUALITY 41
4.7.4 STISFACTION LEVEL ACCORDING TO AVAILABILITY 42
4.8 SATISFACTION LEVEL WITH DELIVERY OF SERVICE 44
COMPARING WITH PROMISED SERVICE OF BIG BAZAAR
4.9.1 RESPONDENTS RESPONSE ON EMPLOYEES’ RELIABILITY 47
4.9.2 RESPONDENTS RESPONSE ON EMPLOYEES’ ASSURANCE 48
4.9.3 RESPONDENTS RESPONSE ON EMPLOYEES’ EMPATHY 49
4.9.4 RESPONDENTS RESPONSE ON EMPLOYEES’ RESPONSIBILITY 50
4.10 CHANGES WHICH CONSUMER EXPECTS FROM THE 52

BEHAVIOUR OF EMPLOYEES OF BIG BAZAAR
4.11 SATISFACTION LEVEL IN CLEANLINESS&HYGIENE OF STORE 54
4.12 SATISFACTION LEVEL ABOUT AMBIENCE IN BIG BAZAAR 56
4.13 CHANGES EXPEXTED IN THE AMBIENCE OF BIG BAZAAR 58
4.14 THE HOLDERS OF LOYALTY PROGRAM 60
4.15 WHETHER THE LOYALTY PROGRAM IS USEFUL OR NOT 61
4.16 TYPE OF LOYALTY CARD HELD BY RESPONDENTS 62
4.17 OVERALL SATISFACTION WITH BIG BAZAAR 64

EXECUTIVE SUMMARY
The project titled “CONSUMER SATISFACTION WITH RESPECT TO DIMENSIONS

OF SERVICE QUALITY” is undertaken in Big Bazaar Future Retail is an Indian based
retail group. The Consumer’s satisfaction is essential and which companies should focus on,
in any business that does not thrive in satisfying its customers, there is very high tendency
that the customers may not patronize the business again. Satisfied customers are likely to be
loyal and continue patronizing than dissatisfied customers. If companies have loyal
customers, they do not have to spend too much money for new customers, because the
satisfied customers tend to advertise through the word of mouth.
All business is build based on relationships Understanding customer relationship
management or relationship marketing has become a necessity for understanding how to
manage businesses in the service competition. When building customer relationship or
loyalty it is important to have customer satisfaction Therefore, in order to build customer
loyalty or relationships, businesses have to work hard on customer satisfaction. In a win-win
situation, business focus on profit and happy customers; and customers try to satisfy their
needs.
This project is based on to find out the customer’s satisfaction level and their expectation
toward the service which company or organization is providing. To measure the customer
satisfaction level the research methodology is using through the data collection with the help
of questionnaire by the using of convenience non-portability sampling method.
The secondary aim is to suggest ways of improving the customer’s satisfaction in Big Bazaar.
The results of these findings will be of great use to the company to know how they are
performing in the above mentioned areas. The research problem of the study was How to
improve customer satisfaction in Big Bazaar. Customers’ satisfaction is deliberate often by
determining the experiences and expectations of customers. However, it is difficult because
the products, customer feelings as well as perceptions of equity have effects on satisfaction.
Products and services include some intangible features such as ambience of a store.
For this study the researcher’s area for survey was all over Thrissur city and Big Bazaar
customer. The data collected by researcher through surveys and other sources are analyzed
with the help of statistical tools and techniques for the purpose of getting a final and accurate
findings and conclusions.
CHAPTER 1
INTRODUTION
1.1 INTRODUCTION TO THE STUDY
Consumer or Customer satisfaction is defined as “the number of consumers or percentage of

total consumers, whose reported experience with a firm, its products, or its services exceeds
specified satisfaction goals”. Consumer satisfaction is how happy a consumer is with a
product or service, both in the producer’s performance as well as the company’s delivery of
the product to the market.
In the midst of shift and fierce competition and increased number of retail outlets providing a
variety of products, customers or consumers have become accustomed to patronizing multiple
outlets. Retailers have recognized this trend and are of the view that customer or consumer
satisfaction plays an important role in the success of business strategies. Therefore it has
become important for retail stores to try and manage customer satisfaction.
This study was thus developed to investigate the satisfaction levels of consumers with respect
to dimensions of service quality in future group retail store “Big Bazaar”.
Data was collected from the consumers or customers of ‘Big Bazaar’ in Thrissur City. The
study examined the importance of overall dimensions and specific elements of customer
satisfaction towards the measurement of satisfaction levels.
1.2 STATEMENT OF THE PROBLEM
The first and the most important step of marketing research is to properly define the problem.
Here the problems are:
 Some consumers are not satisfied with service, new schemes and offers.
 Certain consumers are not satisfied with the service delivery.
 Few numbers of consumers are not satisfied with the products cleanliness and
physical condition of BIG BAZAAR products.
 Consumers are not satisfied with the Loyalty programs of BIG BAZAAR.
The research problem of the study was How to improve consumer satisfaction in BIG
BAZAAR.
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1.3 NEED FOR THE STUDY
The research was undertaken to study and analyze the consumer satisfaction with respect to
dimensions of the service quality towards the Big Bazaar. There are various factors that
adversely affect the consumer’s buying behavior to Big Bazaar. This study helped to identify
the specific factors, which influence the consumers to buy the Big Bazaar’s products and
service.
Consumer satisfaction is how happy a consumer is with a product or service, both in the
product’s performance as well as the company’s delivery of the product to the market. This
study has helped to understand the consumer’s response towards Big Bazaar.
1.4 OBJECTIVES OF THE STUDY
The primary objective of the study is to find out “A study on consumer satisfaction at Big
Bazaar, Thrissur with respect to dimensions of service Quality”. The other specific objective
of the study is:-
 To understand the needs of consumer with respect to range of product

 To understand the perceptions of the consumers.
 To understand the quality of service maintained in the store.
 To understand the effectiveness of Loyalty programs introduced by Big Bazaar,
Thrissur
 To find out the reasons of dissatisfaction, if any.
1.5 SCOPE OF THE STUDY
The present study intends to provide an integrated picture of the level of customer satisfaction
towards BIG BAZAAR, in the Indian market.
The study was conducted in the city of Thrissur, Kerala. Consumers of BIG BAZAAR have
been chosen for the study. The study is also intended to know the level of customer
satisfaction towards the products/service provided by BIG BAZAAR.
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The research also seeks to provide the company with suggestions for improving the services
by them and also provides the information to the company about the rising competition faced
by them. The research of the study will help how to improve customer satisfaction in
throughout service quality of Big Bazaar.
1.6 RESEARCH METHODOLOGY
RESEARCH TYPE
The type of research design used for this study is the descriptive research design. Descriptive
research for fact finding. The major use of descriptive research is the state of affairs, as it
exists present.
DATA COLLECTION & SAMPLING
Sources of data:
Basically there are two types of data i.e.
 Primary data
 Secondary data
PRIMARY DATA
Primary data was collected through a questionnaire and administered to the Big Bazaar
consumers / customers.
SECONDARY DATA
It means data that are already available that is we refer to the data which have already been
collected and analyzed by someone else. It may be published data and unpublished data.
These data classified into internal data and external data. Internal data includes company
manuals, annual reports, brochures etc. External data were current information regarding the
company subject is obtained from online sources, magazines etc.
DATA COLLECTION TOOLS

For this survey, the Researcher has selected a structured questionnaire as for gathering
information from the consumers. Questionnaire, which is used for survey, is consisting of a
number of questions printed or typed in a definite order on a form or set of forms to get
consumers feedback.
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Sampling design:
 Sampling unit
The Researcher has selected customers of Big Bazaar to conduct survey and measure
Satisfaction level.
 Sampling type
 Non probability sampling
a) Judgment sampling
b) Convenience sampling
c) Panel sampling
d) Quota sampling
For this survey the researcher has used Non probability judgment sampling.
Judgment sampling is the selection of universe items by means of expert judgment or
respondents’ feedback. A statistical method of drawing representative data was chosen by
selecting people because of selecting units because of their availability or easy access. The
advantages of this type of sampling are using to obtain more representative sample and
includes more important elements.
The disadvantages are the risk that the researcher may establish foregone conclusions by
including those items in the sample which conform to his preconceived notions.
 Sample size:
The sample size for the project is 150 respondents.
 Sampling Area:
The researcher’s area for survey was all the consumers of Big Bazaar in Thrissur city.
STATISTICAL TOOLS USED FOR ANALIYSIS
Here the data is analyzed through the application of Micro-soft excel and percentage analysis
method. The representation of analysis of data is done by easily understandable graphical
method, bar charts and pie charts.
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1.7 LITERATURE REVIEW
In this chapter of the research, it shows the theoretical background of customer satisfaction
and also explains all the factors which influence the customer satisfaction in a retail store and
described the different dimensions of customer satisfaction. “Customer Satisfaction is an
overall attitude towards a product provider or an emotional reaction to the difference between
what customers expect and what they actually receive regarding the fulfillment of a need”.
Kotler (2000); Hoyer & MacInnis (2001) also define satisfaction as a person’s feelings of
pleasure, excitement, delight or disappointment which results from comparing a products
perceived performance to his or her expectations. Satisfaction means the contentment one
feels when one has fulfilled a desire, need or expectation. Furthermore, Customer satisfaction
can be a measure of how happy customers are with the services and products of a
supermarket. Keeping customers happy is of tremendous benefit to companies. Satisfied
customers are more likely to stay loyal, consume more and are more likely to recommend
their friends to the business.
According to Philip Kotler,/principal of marketing (2005) “consumer satisfaction is a
person’s feeling of pleasure or disappointment resulting from compromising a products
perceived performance or outcome in relation to his or expectations”. At this definition
makes, Consumer satisfaction is the function of perceived performance that meets the
expectations of the consumer.
Ciavolino & Dahlgaard (2007) suggest that “customer satisfaction can be defined as the
overall evaluation of the service performances or utilization” Customer satisfaction can also
be measured using some questions like, considering all your experience of company, how
satisfied are you in general on a scale from completely satisfied to dissatisfied? , Another
question could be to what degree did company fulfill your expectations? On a scale of much
less than expected to much more than expected? (Ryan et al 1995). According to Hoyer &
McInnis (2001) satisfaction can be associated with feelings of acceptance, relief, excitement
and delight.
Since a lot of research has been performed in the field of customer satisfaction, many
definitions have been formulated as to what Customer satisfaction entails. However, for the
purpose of this paper while defining satisfaction, we refer to the customer’s satisfaction with
the stores which they visit often, with respect to shopping.
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According to MCGoldric & Ho (1992); Walters &Knee (1989), store offer comprises of four
dimension which are store merchandise, trading format, customer service and customer
communication each of which is evaluated differently by consumers. They further state that
merchandise refers to quality and price of the products carried by the store. Similarly, the
trading format consists of elements like location, layout and atmosphere. Lastly, customer
service includes the level of assistance provided by the retailer, the speed of service and
friendliness of staff. Customer satisfaction can be achieved by improving service quality.
The University of Michigan’s American consumer / customer satisfaction index (ASCI) is
the scientific standard of consumer satisfaction.
Service is the action of doing something for someone or something. According to the
American Society for Quality Control, “Quality refers to the totality of features and
characteristics of product or service that bear on its ability to satisfy stated or implied needs”.
SERVQUAL or RATER is a service quality framework. Service quality dimensions are
Reliability, Assurance, Tangibles, Empathy, and Responsiveness. If the performance
exceeds the expectations of the consumers, then the delighted. If the performance falls short
expectation, the consumer is satisfied.
1.8 LIMITATIONS OF THE STUDY

All the studies to be made have their own parameter and it is difficult to make a study on
assumption despite all possible efforts to makes this analysis comprehensive, scientific and
accurate. Thus there is bound to be some limitations.
Some of the limitations of the study are:
 Due to time constraints and shortage of other resources such as money, only 150
respondents were selected.
 A few respondents may not have answered entire questionnaire with consistency
and the effect of this would have been greater.
 The sample size was chosen keeping in view the type of products and service.
 Some respondents should have given biased information the effect of this would
have been greater during the analysis part of questionnaire.
 The accuracy of the report depends upon how honestly or sincerely the
respondents have answered.
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CHAPTER 2
INDUSTRY AND
COMPANY PROFILE
RETAIL
 Retail is the sales of goods and services from persons or businesses to the end user.
 A business or person that sells goods to the consumer as opposed to a wholesaler or
supplier, who normally sell their goods to another business.
2.1 INDUSTRY PROFILE
The Indian retail industry has qualified high growth over the last decade with visible shift
towards organized retailing formats. The industry is affecting towards a modern concept of
retailing. The size of India’s retail market was anticipated at IS $ 435 billion in 2010. Of this,
US $414 billion (95% of the market) was traditional retail and US $ 21 billion (5 % of the
market) was structured retail. India’s retail market is estimated to grow at 7 % over the next
10 years, getting a size of US $ 850 billion by 2020.
Traditional retail is projected to grow at 5 % and reach a size of US $ 650 billion (76 %)
which well thought-out retail is predictable to grow at 25 % and reach a size of US $200
billion by 2020. The US- based global management consult firm, AT Kearney, in its Global
Retail Development Index (GRDI) 2011, has ranked India as the Fourth most attractive
nation for retail investment, among 30 promising manners.
As India’s retail industry is aggressively getting higher itself, great demand for real estate is
being formed. The cumulative retail exact for real estate across India is projected to reach 43
million square (sqft0 of retail space for the duration of the fiscal 2011 and booked over a
million sq. ft. of retail space to fructify its growth policy in future.
STATE OF RETAILING IN INDIA

Retailing is the most energetic and striking sector of preceding decade. as the retailing
business itself has been current since age in our country, it is only the recent past that it has
witnessed so to a great extent energy. The appearance of retailing in India has more to do
with the improved purchasing supremacy of buyers, particularly post liberalization, increase
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in product multiplicity, and increase in economics of scale with the aid of modern supply and
distributions clarification.
INDIAN retailing today is a fascinating cross roads. The retail sales are at the maximum
point in history and new technologies are improving retail efficiency though there are many
opportunities to start a new retail business, retailers are in front of numerous challenges.
KEY CHALLENGES
Some of the key challenges faced by the sector are:
1. Scarcity of skilled manpower - Front-end/retail assistant profiles in stores form a
most important percentage of the employment in the retail sector whereas store operations
account for 75-80% of the entire manpower employed in the structured retail sector.
a. Unfortunately, there are very few courses specific to the retail sector and graduates/post
graduates from other streams are recruited. Further, retail training opportunities such as niche
courses for areas like merchandising, supply chain and so on are restricted. The condition is
more distressing in the unorganized sector where the manpower is not prepared with even the
basic level of retail explicit and customer service skills, which adds to their ineffectiveness
vis-à-vis the structured sector.
b. A consistent effort to expand skills within the sector can have a important possible impact
on productivity and competitiveness, both within the sector and on the wider economy.
2. Require of industry status - Due to the nonappearance of ‘industry status’,

organized retail in India faces difficulties in procurement of organized financing and fiscal
incentives. The Government should award the much needed ’industry status’ to the sector so
that the sops that come with it assist promote both big &small retailers.
3. Policy induced barriers – Well thought-out retail in India is managed by both the
Ministries of Commerce &Consumer Affairs. at the same time as the Ministry of Commerce
takes care of the retail policy, the Ministry of Consumer Affairs regulates retailing in
conditions of licenses and legislations.
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There is a require to govern retail operations through a single apex body. A single agency can
take care of retail operations more successfully, particularly with regard to addressing the
grievances of retailers. The progress of the retail sector can take place at a quicker pace if a
widespread legislation is enacted.
4. Real estate - Lack of complicated retail arrangement is another major challenge the
sector faces. Accessible space is easily identical between commercial and retail use. In most
cities, it is difficult to discover suitable properties in central locations for retail, first and
foremost due to fragmented private assets, occasional auctioning of large government owned
vacant lands and litigation disputes between owners.
INDIAN RETAIL TYPES
Convenient stores
Shopping Markets
Super markets
Branded
Formats
Department Stores
Hyper Markets
Specially Stores Discount stores
KEY PLAYERS IN INDIAN RETAIL MARKET

1. Pantaloons Retail Ltd, a Future group venture: Over 12 mm sq. ft. of retail space
widen over 1,000 stores, across 71 cities in India.
2. Shoppers Stop Ltd: Over 1.82 mm sq. ft. of retail space spread over 35 stores, in 15
cities.
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3. Spencer’s Retail, RPG Enterprises: Retail footage of over 1.1 mm sq. ft. with approx.
250 stores, across 66 cities.
4. Lifestyle Retail, Landmark group venture: Has approximately 15 lifestyle stores and 8
Home centers.
Other main domestic players in India are Bharti Retail, Tata Trent, Globus, Aditya Birla
‘More’, and Reliance retail. Some of the major overseas players who have entered the
division in India are:
 Carrefour which opened its first cash-and-carry store in India in New Delhi.
 Germany-based Metro Cash & Carry which opened six wholesale centers in the
country.
 Wal-Mart in a JV with Bharti Retail, owner of Easy Day store—plans to spend

about US$ 2.5 billion over the next five years to put in about 10 million sq.ft. Of retail
space in the country.
 British retailer Tesco Plc (TSCO) in 2008, signed an agreement with Trent Ltd.
(TRENT), the retail arm of India’s Tata Group, to set up cash-and-carry stores.
 Marks &Spencer’s have a JV with Reliance retail.
FINANCE AND ASSISTANCE

The Indian retail sector financial records for 22 per cent of the country's gross domestic
product (GDP) and contribute to 8 per cent of the entire employment. India continues to be
surrounded by the most striking investment propositions for global retailers. Cumulative
foreign direct investment (FDI) inflows in single-brand retail trading, for the period of April
2000 to June 2011, stood at US$ 69.26 million.
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Till now FDI up to 100 per cent was permitted for cash and carry wholesale trading and sell
abroad trading under the automatic route, and FDI up to 51 per cent was acceptable in single-
brand products, with prior government approvals. However, the Government recently agreed
a cabinet note and allowed FDI up to 51% in multiband retailing with prior Government
approval and 100% in single brand retailing thus more liberalizing the sector. This policy
proposal is anticipated to provide further stimulus to the growth of the sector.
MAJOR PART IN INDIAN RETAIL
3%
4%
5%
6%
Food & Grocery
Apareal
Pharmacy
11%
Mobile & Telecom
Food Service
60% Jewellary
8% Other
Sources:- Indian Retail Report 2013, Images Group.

According to INDIAN RETAIL REPORT 2013, Image Group, the contribution of
Organized Retail are 8% and Unorganized Retail are 92% of the total retail in India.
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2.2 COMPANY PROFILE
FUTURE GROUP
Future group is India’s chief business group that caters to the entire Indian consumption
space led by Mr. Kishore Biyani. “Rajah of Retail” The future group drive through six
verticals Retail, capital, Brands, space, media and Logistics.
Future group understands the soul of Indian Consumers. As one of India’s retail pioneers
with various retail formats, it connects a diverse and loving community of Indian buyers,
sellers and businesses. The collective impact on business is incredible: Around 300 million
customers walk into our stores each year and select products and services supplied by over
30,000 small, medium and large entrepreures and manufactures from across India. And this
number is situating to grow.
Future Group employs 30,000 people directly from every part of our society. It sources our
supplies from enterprises from corner to corner the country, creating fresh employment s
impacting, livelihoods, empowering local community and developing mutual growth consider
in the : Indian dream” and have associated our business particles to our larger objective of
being a premier catalyst in India’s consumption led growth storey. Functioning towards this
end, we are ushering positive socio- economic changes in communities to help the Indian
dream fly high and the “Some Ki Chidhiya” rise once again. This approach remains
surrounded in our ethos even as we rapidly develop our footprints deeper into India.
Future Group strategy to invest Rs. 100 crore over next 18 months to give consumers a
‘single view’ of its many brands across physical and digital channels. It is targeting 30
percent increase in business once its Omni channel platform becomes operational. It is
recently announced a tie up with hybrid technology to roll out its Omni- channel stage.
Every day future Group brings several products, opportunities and services of millions of
consumers in India. Through over 16 million square feet of retail space, we provide
consumers in 95 cities across the country. Most of all, we assist India shop, save and realize
dreams and aspirations to survive better quality of life every day.
Future Group’s businesses focal point on developing and operating modern retail, brands and
distribution network for the utilization sector in India. Built over more than two decades, the
group’s flagship companies spotlight on three distinct businesses hypermarket business
operated by Future Retail Limited, an incorporated Life style fashion business operated by
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Future Lifestyle Fashion Limited and an FMCG and food distribution business operated by
the Future consumer Enterprise Limited.
While retail forms our core business action, our groups subsidiaries are there in consumer,
insurance, brand development, real estate development, retail media and Logistics. We have
associated our business opportunities with the broad objective of being a means in India’s
consumption- led growth. In line with foremost retailers of the world, Future Group aspires to
capture an important section of India’s consumption and contribute to a significant amount of
our GDP. As the Indian economy matures it is upon us to lead India’s consumption story,
achieving comprehensive and profitable growth with sustainable value creation.
BIG BAZAAR
BIG BAZAAR
Type Public Company
Industry Retailing
Founded 2001
Head quarters Mumbai, Maharashtra, India
Products Hypermarket
Revenue $110 billion (US $ 1.8 billion) crores (in 2012) (Big
Bazaar and food Bazaar combined)
Employees 36000 People
Owner Kishore Biyani CEO
Division 214
Parent Future group
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BIG BAZAAR is a series of hypermarket India. As of June 2, 2012 there are 214 stores
across 95 cities and towns India covering around 16 million sqft. of retail space. Big Bazaar
offers broad series of products comprise fashion and apparels, food products, furniture,
electronics, books, fast food and leisure and entertainment sections.
Big Bazaar is division of future Group, which also owns the Central Hypermarket, Brand
factory, eZONE, Home Town, Future bazaar.com, and in recent times the acquired retail
business.
History
Big Bazaar was launched in September 2001 with the opening of its first four stores in
Calcutta, Indore, Bangalore, and Hyderabad in 22 days inside span of ten years, there are 161
Big Bazaar stores in 95 cities and towns across India.
Big Bazaar was started by Kishore Biyani, the Group CEO and Managing Director of
Pantaloon Retail India. Through Big Bazaar was launched simply as a fashion format
together with apparel, Cosmetics, accessory and general merchandise, over the years Big
Bazaar has incorporated a wide range of products and service offerings under their retail
chain. The present formats comprise Big Bazaar, Food Bazaar, Electronic bazaar, Furniture
Bazaar (Home Fashion) and Fashion at Big Bazaar. The motivation behind this whole retail
format was from Saravana Stores, A local stores in T. Nagar, Chennai.
The Stores are modified to provide the feel of Mandis and Melas which offering the modern
retail features like quality, choice and convenience. While the modern Indian family’s
favorite retail store, Big Bazaar is commonly known as the “Indian Wall – Mart”.
On unbeaten competition of ten years in Indian retail industry in 2011, Big Bazaar has come
up a new logo with a latest tag line: “Naye India kaa Bazaar”, replacing the earlier one:
‘Isse Sasta Aur Acha Kahin Nahin’
14
ORGANIZATION STRUCUTRE OF BIG BAZAAR
Store Manager
Asst. Store Manager
Dept. Sales
Manager Mana
Informa-
-ger
Visual tion
merchandising
Asst.
Cash-
dept. Security iers
Manager Asst. Dm
Customer
Service Human Market -
Team Dept. Resources ing
Manager Administration
leader
Maintenance
Team
Member
Housekeeping
15
MISSION
 We share the vision and belief that our customers and stakeholders shall be served
only by creating and executing future scenarios in the consumption space leading to
economic development.
 We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments – for classes and for masses.
 We shall infuse Indian brands with confidence and renewed ambition.
 We shall be efficient, cost- conscious and committed to quality in whatever we do.
 We shall ensure that our positive attitude, sincerity, humility and united determination
shall be the driving force to make us successful.
CORE VALUES
 Indianans: Confidence in ourselves.
 Leadership: To be a leader, both in thought and business.
 Respect & Humility: To respect every individual and be humble in our conduct.
 Introspection: Leading to purposeful thinking.
 Openness: To be open and receptive to new ideas, knowledge and information.
 Valuing and Nurturing Relationships: To build long term relationships.
 Simplicity & Positivity: Simplicity and positivity in our thought, business and action.
 Adaptability: To be flexible and adaptable, to meet challenges.
 Flow: To respect and understand the universal laws of nature.
VISION
Future Group shall deliver Everything, Everywhere, Every time for Every Indian
Consumer’ in the most profitable manner”.
16
INNOVATIONS OF BIG BAZAAR
 Wednesday Bazaar
Big Bazaar introduced the Wednesday Bazaar idea and promoted it as “ Hafte ka Sabse
Sasta Din”. It was mostly to sketch customers to the stores on Wednesdays, when last
numbers of customers are experiential. According to the series, the aspire of the concept
is “ to give homemakers the influence to keep the the majority and still the stores in the
city put on a fresh seem to make customers sense that it is their day”.
 Sabse Sasta Din
With a wish to attain sales of Rs 26 crore in one single day, Big Bazaar introduced the
notion of “Sabse Sasta Din” (Big day). The scheme was to simply make a day in a year
that accurately belonged to Big Bazaar. This was launched on January 26, 2006 and the
result was outstanding that police had to come into manage the mammoth crowd.
 Maha Bachat
Maha Bachat was ongoing off in 2006 as a single day movement with striking
promotional offers across all Big Bazaar stores over the years it has grown into a 6 days
biannual promotion. It has eye-catching offers in all its value formats such as Big Bazaar,
and furniture Bazaar Catering to the whole wants of a consumer.
 The Great Exchange Offer
On February 12, 2009 Big Bazaar launched “The Great Exchange Offer”, through with
the customers can exchange their old merchandise in for Big Bazaar coupons. Later,
consumers can use these coupons for brand new goods across the nation.
LOYALTY PROGRAMMES
1. PAYBACK CARD
PAYBACK is Europe’s main customer loyalty program, headquartered in Germany, with a
total of 25.5 million lively cardholders in Germany and Poland. Inside India, PAYBACK
consolidated its spot after captivating a major stake in I-Mint. Today, with more than 30
associates with 1,500 outlets and 10 million card members, it’s the only agenda which
workings with market principal pan-India players from the banking, travel, petroleum and
online sectors such as ICICI Bank, HPCL, Universal, Book MyShow and MakeMyTrip.
17
At the present that Future Group has grow to be a part of this bandwagon, customers are jump
to make points at every step from formats like Big Bazaar, Food Bazaar, Pantaloons, Central,
Home Town, eZone, Brand Factory and Future Bazaar.
At Future Group, we consider in structure long-lasting relationships with customers. We give
confidence do again customer visits through our exceptional offers and special sale days.
Future Group has taken the entire concept of customer loyalty to the next level by
combination hands with PAYBACK, PAYBACK is India’s biggest and one of Europe’s
most victorious muilti-partner loyalty programs. With PAYBACK, customers can shop, save
and obtain rewarded. This program enables consumers to gather millions of points across
online and offline partners- with just a single card. Customers can build up points across
Future Group formats, thereby creating “shopping rewarding”.
Our formats Big Bazaar, Food Bazaar, Pantaloons, Central, Home Town, eZone, Brand
Factory and Future Bazaar are a component of the PAYBACK Loyalty program.
2. T24
T24 will give customers with a twin advantage all 24 hours of the day—‘Shop More, Talk
More’ and ‘Talk More, Shop More’. Shopping and talking on our mobile phones are among
the two desired activities for all of us in India. With T24, we have been able to expand a
unique customer value intention that combines these interests of the aspirational Indian.
Customers will get shopping benefits for talking and talk-time benefits each time they shop.
They consider that with our partners, Tata Teleservices Limited, we have been able to build
up a differentiated offering in the crowded telecom space and also raise the loyalty we enjoy
among the millions of customers who support our stores.
T24 (Talk 24) tariff plans reveal the aggressive per-second rates being offered for pre-paid
customers on Tata Teleservices Limited’s GSM network. In totaling, customers will be
satisfied with free talk-time for each purchase at Future Group Stores starting at Rs.10 to a
maximum of Rs.350. Plans will remain developing to offer ever-more eye-catching options to
the customer.
3. Big Bazaar Profit Club Card
At all times Big Bazaar have tried accepting our customer’s better keeping in mind their love
for better bargains and receiving maximum value out of every rupee they spend. This has
always pressed us to think imaginatively and striving to continuously giving our customers
additional reasons to shop. Times are hard and we recognize with that this is the time when
we need to position by our customers. Big Bazaar PROFIT CLUB is the for the most part
18
innovative product that the Indian Retail Market has ever witnessed. It offers and unequaled
value proposition to its customers. A exceptional membership program where one can pay
Rs. 10,000 and can shop for Rs. 1000 per month for the next 12 months i.e. Rs 12,000 over a
period of 12 months.
The Big Bazaar PROFIT CLUB Card can be used as a Gift Card for your friends and family,
like children existing away from home or parents residing in other cities etc. The Big Bazaar
PROFIT CLUB Card can also serves as an excellent Employee Incentive plan for your
employees. It can also be comprehensive to your business partners as a gift.
PRODUCT PROFILE
Apparels
 Denim & T- Shirts
 Fabrics & Cut piece
 Formal wear
 Casual wear
 Party wear
 Ethnic wear
 Accessories
 Under garments
 Night wear
 Dress materials
Food
 Staples
 Ready to eat
 Ready to cook
 International food
 Spices
 Imported bazaar
 Tea & coffee
Farm Products
 Fruits
19
 Vegetables
 Imported fruits
Chill Station
 Soft drinks
 Packaged Juices
 Milk items
 Frozen food
 Ice creams
Home & Personal Care

 Shampoos
 Detergents
 Soaps
 Liquid wash
 Creams
 Deodorant
 Home cleaners
 Utensils
 Plastics
 Crockery
 Sundries
Electronic Bazaar
 TV Sets
 Washing Machines
 Refrigerators
 Personal Care Products
 M Bazaar
 Microwaves
 Small appliances
Fashion & Jewellary
 Footwear Bazaar
20
 Beauty Care
 Navaras
 Star Parivar
Furniture Bazaar
 Living Room
 Bed Room
 Kitchen
 Dining hall
 Kids room
 Bean Bags
 Paintings
 Decorative items
Child Care & Toys

 Kids wear
 Toys Bazaar
 Stationery
 Child care
OPERATION
The majority of Big Bazaar stores are multi-level and are situated in separate buildings in
city centers as well as inside shopping malls. These stores offer over 200,000 SKUs in a great
range of categories led principally by fashion and food products.
Food Bazaar, a supermarket format was included within Big Bazaar in 2002 and is now
present within every Big Bazaar as well as in self-regulating locations. A typical Big Bazaar
is extending across around 50,000 square feet (4,600 m2) of retail space.
Even as the large metropolises have Big Bazaar Family centers measuring between 75,000
square feet (7000 m2) and 160,000 square feet (15,000 m2), Big Bazaar Express stores in
smaller towns assess around 30,000 square feet (2800 m2).
Big Bazaar has the competence to purchase products online from side to side its official web
page , and offers free shipping on some of their products.
21
SWOT ANALYSIS
SWOT Analysis is a tactical planning method used to assess to the Strengths, Weaknesses,
Opportunities and Threats concerned in a project or in a business venture. It involves
specifying the intention of the business venture or project and identifying the internal and
external factor that are positive and unfavorable to achieving that intention. The method is
recognized to Albert Humphrey, who led a research project at Stanford University in the year
of 1960 and 1970 with data from Fortune 500 companies.
 Strengths: distinctiveness of the business or project that give it an advantage over

others.
 Weaknesses: characteristics that place the business or project at a disadvantage

relative to others.
 Opportunities: elements that the project could utilize to its advantage.
 Threats: elements in the environment that could cause problem for the business or
project.
STRENGTHS
 Value, variety and convenience

 Spacious range of products and service offerings
 Strong existence in local market
 Affordability for middle class
 Eye-catching promotional offers
 EDLP (Every Day Low Pricing
WEAKNESS
 Not known internationally and restricted to the Indian market only

 Unable to meet store opening targets.
 High attrition rate of employees.
22
OPPORTUNITY
 To develop worldwide by tie-ups

 Set of potential in the rural market
 Entering into high premium segment
THREATS
 Competitors universal presence

 Future bazaar under liability can cause financial problems
 Low priced brand perceived to be of low quality in Indian consumer minds
COMPETITORS
 Lifestyle Retail
 Reliance retail
 Aditya Birla More
 Shoppers stops
23
CHAPTER 3
THEORETICAL BACKGROUND OF
THE STUDY
Consumer satisfaction
Today, companies look their toughest opposition ever. Touching from a product and sales
philosophy to a marketing philosophy, though, gives a company a improved chance of out-
performing opposition. And the keystone of well-conceived marketing point of reference is
well-built customer or consumer relationships. Companies should attach with customers –
informing, appealing, and maybe even stimulating them in the process.
Consumers are more central for business. It is no longer sufficient to make happy consumers /
customers. Business is required to pleasure them. Satisfaction is a person emotion of delight
or displeasure resulting from comparing the products to comparing products established
performance is or (outcome) in relation to his or her potential.
As this definition makes simple satisfaction is a function of expected performance and
potential. With the performance falls sharp outlook, the customer is dissatisfied. If the
performance matches the outlook the customer is satisfied. With the performance exceeds
outlook, the customer is highly satisfied or pleased.
Whether the consumer is satisfied following purchase depends on the offer’s performance in
relation to the consumer’s anticipation. In common, consumer satisfaction is feeling of
pleasure or disappointment resulting from comparing a product’s supposed performance (or
outcome) in relation to his or her hope. If the performance falls short of hope, the consumer is
dissatisfied. If the performance matches the hope, the consumer is satisfied. If the
performance exceeds the past, the consumer is highly satisfied or overjoyed.
According to Philip Kotler & Kevin Lane Keller “consumers or customers are value-
maximizes. They sketch an prospect of value and act going on it. They will purchase from the
firm that they recognize to propose the uppermost consumer –delivered significance, defined
at the same time as the differentiation between total consumer value and total cost”.
PRODUCT AND SERVICE QUALITY
Consumer satisfaction will furthermore depend on product and service quality. What
accurately is quality? Different experts have defined it as “fitness for use,” “conformance to
requirements,” “freedom from variation,” and as a result on. We can make use of the
American Society for Quality Control’s definition: Quality is the totality of features and
characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
This is consumer –centered definition. We can say that the retailer has delivered quality
whenever you like the product or service; it meets or exceeds the consumer expectations.
24
Service quality of firm is experienced at each one service encounter .If retail clerks are
uninterested, cannot react easy questions, or visiting with each other smooth as consumer or
customer is waiting, they will be a sign of twice about doing business again with that seller.
SERVICE QUALITY DIMENSIONS

Service Quality viewed at the same time as a multi-dimensional model. Consumers consider
and assess a number of factors or dimensions. SERVQUAL or RATER is a service quality
structure. SERVQUAL was initially premeditated on 10 aspects of service quality–
reliability, responsiveness, competence, access, courtesy, communication, credibility,
security, accepting the consumer and tangibles. By near the beginning nineties the authors
had highly developed the model to the supportive short form RATER:
1) Reliability: Reliability is defined at the same time as the ability to perform the
promised service dependably and accurately.
2) Assurance: Assurance is defined at the same time as employees’ knowledge and
courtesy and the ability of the firm and its employee to inspire trust and confidence.
3) Tangibles: These are the appearance of physical facilities, equipment, personnel, and
communication resources.
4) Empathy: Empathy is defined the same as the caring, individualized attention the
firms provide to customers.
5) Responsiveness: Responsiveness is willingness to help consumers and to provide
prompt service. It emphasizes alternatives and speed in dealing by means of
consumer/customer requests, questions, complaints and problems. It is communicated
to consumers by the length of time they have to wait for assist, answers to questions
or awareness to problems.
These dimensions situate for how consumers arrange information about service quality in
their minds. These dimensions are applicable for banking, insurance, appliance and
maintenance, securities brokerage, long-distance telephone service, automobile repair
examine and others. These are also suitable to retail and business services, and logic suggests
they would be significant for inside service as well.
25
CHAPTER 4
DATA ANALYSIS &
INTERPRETATION
Table No4.1
Showing no. of respondent according to their age groups.
Age No. of Respondents Percentage
0-25 24 16
25-35 69 46
35-45 16 10.67
45-55 11 7.33
55-65 18 12
< 65 12 8
Total 150 100
Source: Questionnaire
Chart No.4.1
80
69
70
60
50 46
40 No. of Respondents
Percentage
30
24
20 18
16 16
10.67 11 12 12
10 7.33 8
0
0-25 25-35 35-45 45-55 55-65 < 65
Source: Table
26
Analysis:
The above table and chart graph indicates that 12 % of respondents are lies between 55-65
age group, 8% are more than 65 age, 7.33% of respondents are in between 45-55 age group,
10.67 % of respondents are in between 35-45, age group 46% of respondents are in between
25-35 age group, and 16% of respondents are in between 0-25 age group.
Inference:
From the above graph, it can be inferred that mostly respondents are lies in between
25-35 age group (69) i.e. 46 % of the total population.
27
Table No. 4. 2
Showing number of respondent according to their gender.
Gender No. of Respondents Percentage
Male 85 56.67
Female 65 43.33
Total 150 100
Chart No. 4. 2
90 85
80
70 65
60 56.67
50
43.33 Male
40 Female
30
20
10
0
No. of Respondents Percentage
28
Analysis:
The above table indicates the number of male respondents 85 i.e. 56.67 % and number of
female respondents are 65 i.e. 43.33 % of the total respondents.
Inference:
From the above graph, it is clearly identify the number of male respondents are more than the
number of female respondents in the total population.
29
Table No. 4. 3
Showing that how frequently customers shops at Big Bazaar
Particulars No. of Respondents Percentage
Every week 38 25.33
Once in 2 week 51 34
Once in Month 42 28
Occasionally 19 12.67
Total 150 100
(Source: Questionnaire)
Chart No. 4. 3
60
51
50
42
40 38
34
30 28
25.33
No. of Respondents
19
20 Percentage
12.67
10
0
0
Every week Once in 2 Once in Occasionally Other
week Month
(Source: Table)
30
Analysis:
From the above table and chart graph indicates the frequency of shopping of the respondents,
38 respondents shopped once in Two week i.e. 34 %, 42 respondents shopped once in month
i.e. 28 % of the total respondents. 12.67 % of the respondents shopped occasionally.
Inference:
From the above graph, it can be inferred that highest respondents have been attributed to once
in 2 week shopping (51) 34% of the total population.
31
Table No. 4.4
Showing the perception of consumers about Big Bazaar
a. Discount 36 24
b. Product Variety 28 18.67
c. Brand 16 10.67
d. Quality 30 20
e. Offers 40 26.66
Total 150 100
Chart 4.4
45
40
40
36
35
30
30 28
26.66
24
25
20
20 18.67
15 Percentage
10.67
10
5
0
0
Discount Product Brand Quality Offer Others
Variety
(Source: Table)
32
Analysis:
The number of respondents choose Big Bazaar because of Discount are 36 i.e. 24%, Because
of product variety 28 i.e. 18.67 %, Because of brand 16 i.e. 10.67%, Because of Quality 30
i.e. 20%, and Because of offers 40 i.e. 26.66 % of total respond coming to consumers.
Inference:
The number of consumer who has choose Big Bazaar Because of offers are highest
than other i.e. 40 (26.66%)
33
Table No. 4.5
Showing the level of visual appealing of physical facilities at Big Bazaar
Poor 7 04.67
Average 37 24.66
Good 63 42.00
V Good 33 22.00
Excellent 10 06.67
Total 150 100.00
Chart No. 4. 5
70
63
60
50
42
40 37
33
30
24.66
22
20
10
10 7 6.67
4.67
0
Poor Average Good V Good Excellent
(Source: Table)
34
Analysis:
The above table and chart graph is showing the number of respondents are satisfied with the
visual appealing of physical facilities of Big Bazaar. These are classified as poor 7 i.e. 04.67
%, fair 37 i.e. 24.66 %, good 63 i.e. 42 %, Very good 33 i.e. 22 % and Excellent 10 i.e. 06.67
% of the total population.
Inference:
In the following data it is showing that the visual appearing of physical facilities of Big
Bazaar are highest rank by the respondents are good ( 63 i.e. 42 %) of the total population. It
shows that Big Bazaar has to improve the visual appeal or Visual merchandise and Display
and physical facilities.
35
Table No. 4.6
Showing the type of product preferred
Food items 78 52.00
Electronics 12 08.00
Home Fashion 20 13.33
Non- food items 15 10.00
FBB (Garments) 25 16.67
Total 150 100.00
Chart No. 4. 6
90
80 78
70
60
52
50
No. of Respondents
40
Percentage
30 25
20
20 15 16.67
12 13.33
10
10 8
0
Food items Home Non- food FBB
Electronics Fashion items (Garments)
(Source: Table)
36
Analysis:
From the above table and chart graph indicates that consumer preference points from the
range of product. The number of respondents preferred for food items are 78 i.e. 52%,
Preferred for Electronics 12 i.e. 8%, Preferred for Home fashion 20 i.e. 13.33 %, Preferred
for non –food items 15 i.e. 10% and Preferred for FBB (garments) 25 i.e. 16.67 % of total
respondents.
Inference:
In the following data it is showing that the large number of consumers visit Big Bazaar for
food items than other (78 i.e. 52% of total population) next highest responses indicate that
consumers for FBB Garments ( 25 i.e. 16.67 % of total population). Big Bazaar has to
improve the performance of range of other products.
37
Table No.4.7
Showing the satisfaction level of Big Bazaar’s product
Particulars No. of Respondents Total
Excellent Very Good Average Poor
Good
a. Range 18 30 59 27 16 150
b. Price 15 29 56 38 12 150
c. Quality 12 33 61 37 07 150
d. Availability 14 26 53 45 11 150
Table No. 4. 7.1

Showing the satisfaction level of Big Bazaar’s product according to product
Range
Particular No. of Respondents Percentage
Excellent 18 12
V Good 30 20
Good 59 39.33
Average 27 18
Poor 16 10.67
Total 150 100
38
Chart No.4. 7.1
70
59
60
50
39.33
40
30 27
Percentage
20
20 18 18
16
12 10.67
10
0
Excellent V Good Good Average Poor
(Source: Table)
Analysis:
The above graph shows the satisfaction level of big bazaar customers based on product range.
It is clear that 39.33% of customers rated their satisfaction on product range as good.
Whereas 12% of respondents gave a rating of excellent and 10.67% are very unhappy with
the product range.
Inference:
So majority of the customers are happy about the product range i.e. around 70% of
respondents rated the product range as good whereas a minor percentage of respondents rated
it as poor and are unhappy with the product range.
39
Table No.4 7.2
Showing the satisfaction level of Big Bazaar’s product according to Price
Excellent 15 10
V Good 29 19.33
Good 56 37.33
Average 38 25.34
Poor 12 8
Total 150 100
Chart No. 4.7.2
60 56
50
40 37.33 38
29
25.34
Percentage
19.33
20 15
12
10
10 8
0
(Source: Table)
Analysis:
The above chart and table shows the customer satisfaction on the price of big bazaar
products. 37.33% of respondents rated the prices as good and 10% rated it as excellent.
Whereas 8% of respondents are found to be highly dissatisfied with the prices of products.
Inference:
It is evident that people are happy with the pricing of big bazaar products. Around 67% are
happy with the pricing. Big bazaar is often known for its affordable prices.
40
Table No. 4.7.3
Showing the satisfaction level of Big Bazaar’s product according to Quality
Excellent 12 8
V Good 33 22
Good 61 40.67
Average 37 24.66
Poor 07 4.67
Total 150 100
Chart No. 4. 7.3
70
61
60
50
40.67
40 37
30 24.66
22 Percentage
20
12
8 7
10 4.67
0
(Source: Table)
Analysis:
The analysis on quality of products shows that 8% of respondents gave excellent rating on the
quality of products where as 4.67% gave a poor rating. 40.67% gave good rating.22% of
respondents gave rating of very good and 24.66 gave rating of average.
Inference:
The analysis shows that most of the respondents are happy with the quality of products. A
very few respondents showed slight dissatisfaction i.e. around 5%.
41
Table No .4. 7.4
Showing the satisfaction level of Big Bazaar’s product according to
Availability
Excellent 14 9.33
V Good 26 17.33
Good 54 36
Average 45 30
Poor 11 7.33
Total 150 100
Chart No. 4. 7.4
60
54
50 45
40 36
30
30 26 No. of Respondents
Percentage
20 17.33
14
11
9.33
10 7.33
0
(Source: Table)
42
Analysis:
The above result shows the customers satisfaction on the availability of goods in Big Bazaar.
36% of respondents gave a rating of good on the availability of products. 7.33 % of
respondents were highly dissatisfied and gave rating of very poor.
Inference:
It is evident and proved that majority of the customers are highly satisfied with the
availability of products in big bazaar.
43
Table No. 4.8
Showing the satisfaction level with delivery of service comparing with
promised service of Big Bazaar.
Highly satisfied 28 18.67
Satisfied 62 41.33
Neutral 30 20
Dissatisfied 24 16
Highly
dissatisfied 6 4
Total 150 100
Chart No. 4. 8
70
62
60
50
41.33
40
28 30
18.67 20
20 16 Percentage
10 6 4
(Source: Table)
44
Analysis:
From the above table and chart graph is showing the number of respondents are satisfied with
delivery of service comparing with promised service. These are classified as highly satisfied
28 i.e. 18.67%, Satisfied 62 i.e. 41.33 %, Neutral 30 i.e. 20 %, Dissatisfied 24 i.e. 16% and
highly dissatisfied 6 i.e. 4% of total population.
Inference:
In the following data it shows that the service delivery comparing with promised service of
Big Bazaar are ranked highest by the respondents and are satisfied (62 i.e. 41.33 %). Big
Bazaar has to rethink their promises and Communication to the consumers.
45
Table No. 4.9
Showing the feedback on Employees
No. of Respondents
Particulars Highly Satisfied Neutra Dissatisfied H. Total
satisfie l Dissatisfied
d
a. Reliability 13 66 52 16 03 150
b. Assurance 10 49 58 26 07 150
c. Empathy 18 70 57 05 00 150
d. Responsibility 06 59 63 12 10 150
Table No. 4. 9.1

Showing the respondents response on Employees’ Reliability
Satisfied 66 44.00
Neutral 52 34.67
Dissatisfied 16 10.66
Highly Dissatisfied 03 2.00
Total 150 100

46
Chart No. 4.9.1
70 66
60 52
50 44
40 34.67
30
20 13 16
10.66 No. of Respondents
8.67
10 3 2
Percentage
0
(Source: Table)
Analysis:
The above table shows the response of customers on reliability of employees. 44% of
respondents are satisfied with the reliability of big bazaar employees. 10.36% are dissatisfied
and says that the employees are not reliable.
Inference:
The study shows that the respondents are not that happy with the reliability of employees. A
major section of respondents kept a neutral state.
47
Table No. 4. 9.2
Showing the respondents response on Employees’ Assurance
Satisfied 49 32.67
Neutral 58 38.67
Total 150 100
Chart No. 4. 9.2
70
58
60
49
50
38.67
40 32.67
30 26
17.33 No. of Respondents
20
10 Percentage
10 6.66 7 4.67
(Source: Table)
Analysis:
When the assurance dimension of employees are analyzed, its seen that 32.67% of
respondents are satisfied with the employees assurance about the company and products.
38.67% of respondents stood in neutral stand. 17.33% of respondents are highly dissatisfied
on this aspect.
Inference:
It is seen that majority of respondents stood a neutral stand and nearly 32.67% re satisfied
with the employees.
48
Table No. 4. 9.3
Showing the respondents response on Employees’ Empathy
Highly satisfied 18 12
Satisfied 70 46.67
Neutral 57 38
Highly Dissatisfied 00 -
Total 150 100
Chart No. 4. 9.3

80
70
70
57
60
50 46.67
38
40
30
20 12 Percentage
10 5 3.33
0 0
0
(Source: Table)
Analysis:
When the employees empathy towards the customers are considered 46.67% are satisfied and
12% are highly satisfied. Whereas 38% stood a neutral stand and 3.33% was highly
dissatisfied.
Inference:
The analysis shows that majority of respondents are happy with the employees when empathy
is considered. The analysis also shows that a part of respondents stood a neutral stand.
49
Table No.4. 9.4
Showing the respondents response on Employees’ Responsibility
Highly satisfied 06 04
Satisfied 59 39.33
Neutral 63 42
Dissatisfied 12 08
Total 150 100
Chart No. 4. 9.4

70 63
59
60
50 42
39.33
40
30
No. of Respondents
20 12
8 10 Percentage
10 6 4 6.67
(Source: Table)
50
Analysis:
The above table shows the customers view and response towards employees regarding their
responsibility or dedication.39% of respondents are satisfied with the employees’
responsibilities and 42% are satisfied with it. Around 15% are highly dissatisfied with the
employees.
Inference:
It is clear that a good portion of respondents are happy with the employees’ responsibility
level whereas a small portion of respondents stood a neutral stand. This maybe because the
customers haven’t much interacted with the employees.
51
Table No.4.10
Showing the changes which consumer expects from the behavior of
employees of Big Bazaar

Courteousness 58 38.67
Grooming 41 27.33
Efficiency& 51 34
Knowledge
Total 150 100
Chart No.4.10
70
60 58
51
50
41
38.67
40
34
No. of Respondents
30 27.33
Percentage
20
10
0
Courteousness Grooming Efficiency &
Knowledge
(Source: Table)
52
Analysis:
The above chart analyzes that the change the customers would prefer in the behavior of
employees of big bazaar. 38.67% wants the employees to be more courteous to the
customers whereas 34% wants the employees to have more efficiency and knowledge about
the products and services.27.33% believes that the employees have to be groomed properly as
to impress the customers.
Inference:
The much needed change is required in the behavior of employees. They should be more
courteous and efficient.
53
Table No.4.11
Showing the satisfaction level of respondents in respect to cleanliness &
hygiene of physical store

Poor 12 8
Average 39 26
Good 44 29.33
Very good 47 31.33
Excellent 8 5.34
Total 150 100
Chart No.4. 11
50 47
44
45
39
40
35
31.33
29.33
30
26
Percentage
20
15 12
10 8 8
5.34
5
0
Poor Average Good Very good Excellent
(Source: Table)
54
Analysis:
From the above table and chart graph, it shows that number of respondent satisfied with
cleanliness and hygiene of physical store. These are classified as poor 12 i.e. 8%, Average 39
i.e. 26%, good 44 i.e. 29.33%, very good 47 i.e. 31.33, and Excellent 8 i.e 5.33 of total
population.
Inference:
From the above graph it indicates that the cleanliness and hygiene of physical store is ranked
highest by the respondents and are very good (47 i.e. 31.33% of total population).
55
Table No. 4.12
Showing the satisfaction level about ambience in Big Bazaar.
Yes 81 54
No 69 46
Total 150 100
Chart No. 4.12

90
81
80
69
70
60 54
50 46
No. of Respondents
40
Percentage
30
20
10
0
0
Yes No
(Source: Table)
56
Analysis:
From the above table and chart graph, it shows that the number of respondents accept
the ambience of Big Bazaar as satisfied are 81 i.e. 54% and the ambience of Big Bazaar not
satisfied 69 i.e. 46 % of total respondents.
Inference:
From the above graph, it can be inferred that large number of respondents are slightly
satisfied with ambience of Big Bazaar (81 i.e. 54% of Total population). It shows that Big
Bazaar has to improve and to change the ambience of store.
57
Table No. 4.13
Showing changes expected in the ambience of Big Bazaar

Calm 29 19.34
With background music 48 32
Service Quality 71 47.33
Others 2 01.33
Total 150 100
Chart No. 4.13

80
71
70
60
50 48 47.33
40
32
29
30
19.34
20
10
2 1.33
0
Calm With background Service Quality Others
music
(Source: Table)
58
Analysis:
From the above table and graph, it shows that respondents expect a change in service quality.
47.33% wants big bazaar to improve their service quality. 32% wants the store to have
background music and 20% wants the store to maintain more calmness.
Inference:
The much needed change in the physical store is to improve more service quality and they
prefer playing suitable background music as to maintain calmness.
59
Table No. 4.14
Showing the holders of loyalty programmes
Yes 98 65.33
No 52 34.67
Total 150 100
Chart No. 4.14

120
98
100
80
65.33
Percentage
40 34.67
20
0
0
Yes No
(Source: Table)
Analysis:
From the above table and chart graph it shows the number of respondents are possessing or
holding loyalty membership card 98 i.e. 65.33 % and not possessing or holding loyalty
membership card is 52 i.e. 34.67 % of the total population.
Inference:
From the above graph, it can be inferred that the large number of customers or consumers are
holding or possessing loyalty membership card that is 98, (65% of total population)
60
Table No. 4.15
Showing whether the loyalty program is useful or not
Yes 83 55.33
No 67 44.67
Total 150 100
Chart No. 4.15

90 83
80
67
70
60 55.33
50 44.67
No. of Respondents
40
Percentage
30
20
10
0
0
Yes No
(Source: Table)
Analysis:
From the above table and chart graph, it shows that the number of respondents who satisfied
with loyalty member ship card is 83 i.e. 55.33 % and not satisfied with loyalty membership
card is 67 i.e. 44.67 % of total respondents.
Inference:
From the above graph, it is clearly showing that large number of consumers are satisfied with
loyalty membership card (83 i.e. 55.33 of total population) it shows that 44.67% of total
population are not satisfied with loyalty membership card. It means that they think that it is
not useful to them.
61
Table No. 4.16
Showing the type of loyalty membership card held by respondents
Payback Card 62 41.33

T24 33 22.00
Profit Club 25 16.67
Both above 30 20
Total 150 100
Chart No. 4.16

70
62
60
50
41.33
40
33
30 25
22 Percentage
20
20 16.67
10
0
0
Payback T24 Profit Club Both
Card above
(Source: Table)
62
Analysis:
The number of respondents holding processing pay-back card are 62 i.e. 41.33% possessing
T24 are 33 i.e. 22% and possessing profit club are 25 i.e 16.67 % of total respondents. 30
respondents are possessed both pay back card, T24, and profit club card i.e. 20% of the total
population.
Inference:
The number of respondents who possess the payback card are high that is 62 i.e. 41.33% of
the total population. It shows that the Big Bazaar has to improve other loyalty membership
programs.
63
Table No. 4.17
Showing the overall satisfaction with Big Bazaar
Poor 2 1.33
Average 23 15.33
Good 65 43.34
V Good 48 32.00
Excellent 12 8
Total 150 100
Chart No. 4. 17
70
65
60
50 48
43.34
40
30 Percentage
23
20
15.33
12
10 8
2 1.33
0
Poor Average Good V Good Excellent
(Source: Table)
64
Analysis:
The above table and chart showing the number of respondents with their overall satisfaction
to Big Bazaar product and services these are poor 02 i.e. 1.33%, fair 23 i.e. 15.33%, good 65
i.e. 43.34%, very good 48 i.e. 32% and excellent 12 i.e. 8% of the total population.
Inference:
Through the above data it is showing that the most of customer are ranked good (65 i.e.
43.34%) and very good (48 i.e. 32%) of the total population. It is not enough for improving
the services of Big Bazaar
65
CHAPTER 5
FINDINGS, SUGGESTION &
CONCLUSION
FINDINGS
The survey and analysis of questionnaire has revealed the following findings according to
objectives and important feedback for “BIG BAZAAR”
1. To understand the needs of consumer with respect to range of product
 The study shows that the most of the respondents (52%) visit Big Bazaar
for Food Items and 16.67% visit for FBB (garments).small number of
respondents (8%) visit for Electronics ,10% visit for Non-Food items and
13.33 % visit for Home Fashion.
 The study shows that the frequency of shopping of the consumers is highest
in once in 2 week that is 34%.
 36% of respondents gave a rating of good on the availability of products.
7.33 % of respondents were highly dissatisfied and gave rating of very
poor.
 39.33% of customers rated their satisfaction on product range as good.
Whereas 12% of respondents gave a rating of excellent.
 44% of respondents are satisfied with the reliability of big bazaar
employees.
2. To understand the perceptions of the consumers.
 38.67% of respondents expect courteousness from the behavior of
employees and 27.33% respondents wants to change the grooming of
employees and 34% of respondents expect more efficiency &
knowledge of employees.
 47.33% wants big bazaar to improve their service quality. 32% wants
the store to have background music and 20% wants the store to
maintain more calmness.
 26.66% of customers are selects Big Bazaar products and services
because of Offers and 24% prefer Big Bazaar because of discounts.

3. To understand the quality of service maintained in the store.
 8% of respondents gave excellent rating on the quality of products
where as 4.67% gave a poor rating. 40.67% gave good rating.22% of
respondents gave rating of very good and 24.66 gave rating of average.
66
 42% of respondents say that visual appealing of physical facilities of
Big Bazaar is ‘good’ and helps in products and services selection. .
 41.33% of respondents are satisfied with delivery of services and
services on promised schedule i.e. no delay on delivery.
 39% of respondents are satisfied with the employees’ responsibilities
and 42% are satisfied with it.
 When the assurance dimension of employees are analyzed, its seen that
32.67% of respondents are satisfied with the employees assurance about
the company and products. 17.33% of respondents are highly
dissatisfied on this aspect.
 29.33% of respondents rated the cleanliness and physical condition of
products in Big Bazaar as good and 31.33% of respondents given very
good in the cleanliness and physical condition of products in Big Bazaar
i.e. indicates that the most of the customer are satisfied with the
cleanliness and physical condition of products
4. To understand the effectiveness of Loyalty programs introduced by Big Bazaar,
Thrissur
 The study shows that 65% of respondents are loyalty membership
program holders and 55.33% of respondents got advantages from loyalty
membership programs and 41.33% respondents are holding pay-back card
and 20 % of respondents are possessing both programs.
5. To find out the reasons of dissatisfaction, If any.
 37.33% of respondents rated the prices as good and 10% rated it as
excellent. Whereas 8% of respondents are found to be highly dissatisfied
with the prices of products.
 10.67% are very unhappy with the product range.
 The study shows that 16% of the respondents have faced delay in the
delivery of products and services on promised services.
67
 Around 15% are highly dissatisfied with the employees.
 46% of consumers are not satisfied with ambience of Big Bazaar.
 10.36% are dissatisfied and says that the employees are not reliable.

Other findings are following:
 The survey shows that most of the respondents are fall in the age of 25-35 i.e. 69
(46%).
 It is also observed that most of the respondents are male 85 i.e. 56.67% of the total
population.
 Lastly it shows that the 43.34% respondents rated the overall satisfaction as good and
32% of respondents rated it very good. This shows that in overall customers are happy
with the Big Bazaar
68
SUGGESTIONS
This chapter focuses on feasible future prospects of customer satisfaction measurement
within Big Bazaar store. The aim is to give my recommendations for how the store
administration could progress current customer satisfaction.
The staff should have awareness of the products & services. And also they should have
courteousness toward consumers .This is a very important matter when trying to sell a
product. The customer feels more safe and willing to move toward Big Bazaar.
When hiring new staff and when introducing new products and services provide proper
training and suggestion to sales people.
Customers also had their own views and suggestions in the unlock ended questions in which
some talked of the enhanced delivery of products and to proper communication with
customer, also faster delivery of services (replacement), information about products, most of
the customer repeated comments is to communicate in appropriate way and attend customer
calls in customer care.
The satisfaction level of all the respondents is high but still I would like to recommend the
following
There are four key elements that affect the satisfaction level of customer these are:
 Variety and availability of product
 Customer satisfaction oriented service process
 High quality service
 Keep the delivery schedule on time
1. Big Bazaar should try to improve on the quality and availability of products/service.
2. Big Bazaar should concentrate on other range of products like non-food items,
electronic items etc.
3. High quality service can be represented by speedy work, dependable servicing and
honest attitude to the customer.
4. All these can be achieved by:
 Trained service staff functioning in an organized work shop.
 Training should be provided to staffs with latest updates.
69
 Before making delivery schedule make sure the quality and quantity of
products.
 For all time observe the warehouse and logistics for the better understanding
of products and services accessibility in store.
5. Maintain the delivery of service with promised service of Big Bazaar
6. Big Bazaar should increase the number of cash counters and should focus on the
cashiers’ interaction to the consumers or customers.
7. Big Bazaar should market the advantages of loyalty membership programs to the
consumers or customers.
8. The most of customers are saying about the no proper communication with the Big
Bazaar staff and member, so Big Bazaar should improve the communication system
with customer before and after delivery of products and services.
9. The customers prefer calm atmosphere with better service quality and may be suitable
background music so that it wouldn’t bore them.
10. They can also introduce visual merchandise and make the store more attractive and
lively.
11. Make the good available every time through a continuous demand study.
12. The store must be more clean and the goods has to be arranged in a convenient and
easy manner.
13. The employees have to be groomed well. They should be trained to be more courteous
and should be trained in a better way so that they can communicate and impress the
customers.
14. The employees are to attend and give their maximum service to the customers.
15. Bring in more varieties of product range in various range of prices with better quality
that can attract more customers and meet their demand.
70
CONCLUSION
Today the consumer / customer drive economy, all firm are occupied in a rat race to catch the
attention of customers and construct a long term relationship with their faithful customer. The
input to customer loyalty is through customer satisfaction. A satisfied customer will act as a
representative of the company’s product, and get in more buyers. So marketers have to make sure
customer value satisfaction. For this they have to ensure.
 Products are developed to meet up customer requirements.
 Brands are positioned so as to communicate distinctiveness.
 Delivery to reinforce the promptness in making existing to the consumers a value added
products. Relationship is built to offer lifetime customer value to facilitate the consumer
to experience value satisfaction.
 The appropriate communication with customer is very necessary to retention of

customers.
 Sales people should have the proper training and skills which increase the Big Bazaar
customer level of satisfaction.
All the hard work of the marketers at trying to recognize buying motives, organizing buying
behavior and working out proper promotional strategy to suit the consumer behavior is to
guarantee consumer satisfaction. In today’s competitive environment, where companies are
adopting various process to who the potential consumers, marketers have to make all effort to
identify with all the complexities which go into the buying behavior.
71
BIBLIOGRAPHY
Reference Books
1. Philip Kotler& Gary Armstrong “MARKETING MANAGEMENT”, Prentice -Hall,

7/e 2012.
2. Philip Kotler & Kevin Lane Keller “MARKETING MANAGEMENT”, Prentice-
Hall, 12/e 2006
3. Christopher Lovelock, JochenWirtz&Jayanta Chatterjee “SERVICE
MARKETING”, Prentice Hall, 6/e 2010.
4. Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D.Gremler & Ajay Pandit “
SERVICES MARKETING”, Mc Graw Hill , 5/e 2011
5. Suja. R. Nair “CONSUMER BEHAVIOR”, HPH Edition 2003.
6. J K Sharma “OPERATIONS RESEARCH”, Macmillan, 3/e 2007.
7. C R Kothari & Gourav Garg “RESRARCH METHODLOGY” , New Age
International, 3/e 2014
Websites
 www.futuregroup.in
 www.google.com
 www.wikipidea.org/wiki/central(Hypermarkets)
 www.wikipidea.org/wiki/BigBazaar
 www.indianretailer.com
 www.futurebites.com
 www.acadamia.edu
 www.futureretail.co.in
 www.theglobaljournals.com
 www.business-standard.com
 www.shop.bigbazaarfranchisee.com
Magazines
 Indian Retail Report 2013, Images Group
Retailer
 Indian Management (The Journal of AIMA), January 2015
ANNEXURE
QUESTIONNAIRE
I ISMAIL P U Pursuing MBA at NEW HORIZON COLLEGE OF ENGINEERING studies

Bangalore conducting this survey for the fulfillment of my MBA project regarding “A
STUDY ON CONSUMERS SATISAFCTION WITH RESPECT TO DIMENSIONS OF
SERVICE QUALITY ”. I request you to spend a few minutes of your valuable time for
completion of this questionnaire.
PERSONAL INFORMATION:-
Name:-
Age:- 0-25 25-35 35-45 45-55 55-65 Above 65
Sex:- Male Female
Occupation:- ……………………………………………………………..
1. How frequently do you shop at big bazaar?

a) Every week b) Once in 2 week c) Once in month d) occasionally
e) Others, please specify ……………………
2. What comes to your mind when you think about Big Bazaar ?
a) Discount b) Product variety c) Brand d) Quality e) Offers
f) Others, specify ……………………….

3. What is your rating for visual appealing of physical facilities at Big Bazaar, Thrissur?
(1 -Poor, 2- Average, 3- Good, 4- Very good, 5- Excellent)
1 2 3 4 5
4. What types of product do you prefer from the under mention range of products?
a) Food items b) Electronics c) Home fashion
d) Non- food items e) FBB(Garments) f) others
5. How would you rate the following in our products?
No Parameters Excellent Very good Good Average Poor
1 Range
2 Price
3 Quality
4 Availability
6. How do you rate your satisfaction level with delivery of service comparing with
promised service of Big Bazaar?
a) Highly Satisfied b) Satisfied c)Neutral d)Dissatisfied e) Highly
dissatisfied
7. How would you rate the following in employees at Big Bazaar?

1) Highly satisfied 2) satisfied 3) Neutral 4) Dissatisfied 5) Highly dissatisfied
No Dimensions 1 2 3 4 5
1 Reliability
2 Assurance
3 Empathy
4 Responsibility
8. What type of changes you are expecting from the behavior of employees at Big
Bazaar?
a) Courteousness b) Grooming c) Efficiency & knowledge
9. How do you rate the cleanliness & hygiene of physical store at Big Bazaar?
(1 - Poor, 2- Average, 3- Good, 4- Very good, 5- Excellent)
1 2 3 4 5
10. Are you satisfied with the ambience of Big Bazaar?

a) Yes b) No
11. What type of changes do you expect/suggest the ambience of Big Bazaar?
a) Calm b) with background music c) Service Quality d) Others please
specify…..
12. Do you possess any loyalty membership card?

a) Yes b) No
13. If you possess such loyalty membership card, do you think it is useful to you?
a) Yes b) No
14. Which type of loyalty membership card do you possess from the following in our
loyalty programs?
a) Payback card b)T24 c)Profit Club Card
d) All of the above
15. Overall satisfaction

a) Poor b) Average c) Good d) V. good e) Excellent

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Internship Report on

A STUDY ON “CONSUMER SATISFACTION WITH RESPECT TO DIMENSIONS

In partial fulfillment of the requirements for the award of the degree of

INTERNAL GUIDE EXTERNAL GUIDE

HOD, Professor Asst. Store Manager

Department of Management Studies

Place: ISMAIL .P.U

CHAPTERS PARTICULARS PAGE

INDUSTRY AND COMPANY PROFILE

CHAPTER 3 THEORETICAL BACKGROUND OF THE STUDY 24-25

CHAPTER 4 DATA ANALYSIS AND INTERPRETATION 26-65

CHAPTER 5 FINDINGS,SUGGESTIONS &CONCLUSION 66-71

TABLE NO TABLE DESCRIPTION PAGE NO

4.9.3 RESPONDENTS RESPONSE ON EMPLOYEES’ EMPATHY 49

4.9.4 RESPONDENTS RESPONSE ON EMPLOYEES’ RESPONSIBILITY 50

4.10 CHANGES WHICH CONSUMER EXPECTS FROM THE 52

4.12 SATISFACTION LEVEL ABOUT AMBIENCE IN BIG BAZAAR 56

4.13 CHANGES EXPEXTED IN THE AMBIENCE OF BIG BAZAAR 58

4.14 THE HOLDERS OF LOYALTY PROGRAM 60

4.15 WHETHER THE LOYALTY PROGRAM IS USEFUL OR NOT 61

4.16 TYPE OF LOYALTY CARD HELD BY RESPONDENTS 62

4.17 OVERALL SATISFACTION WITH BIG BAZAAR 64

CHART NO CHART DESCRIPTION PAGE NO

4.9.3 RESPONDENTS RESPONSE ON EMPLOYEES’ EMPATHY 49

4.9.4 RESPONDENTS RESPONSE ON EMPLOYEES’ RESPONSIBILITY 50

4.10 CHANGES WHICH CONSUMER EXPECTS FROM THE 52

4.12 SATISFACTION LEVEL ABOUT AMBIENCE IN BIG BAZAAR 56

4.13 CHANGES EXPEXTED IN THE AMBIENCE OF BIG BAZAAR 58

4.14 THE HOLDERS OF LOYALTY PROGRAM 60

4.15 WHETHER THE LOYALTY PROGRAM IS USEFUL OR NOT 61

4.16 TYPE OF LOYALTY CARD HELD BY RESPONDENTS 62

4.17 OVERALL SATISFACTION WITH BIG BAZAAR 64

The project titled “CONSUMER SATISFACTION WITH RESPECT TO DIMENSIONS

Consumer or Customer satisfaction is defined as “the number of consumers or percentage of

1.2 STATEMENT OF THE PROBLEM

 Certain consumers are not satisfied with the service delivery.

1.4 OBJECTIVES OF THE STUDY

 To understand the needs of consumer with respect to range of product

1.5 SCOPE OF THE STUDY

1.6 RESEARCH METHODOLOGY

DATA COLLECTION TOOLS

STATISTICAL TOOLS USED FOR ANALIYSIS

1.8 LIMITATIONS OF THE STUDY

Some of the limitations of the study are:

2.1 INDUSTRY PROFILE

STATE OF RETAILING IN INDIA

2. Require of industry status - Due to the nonappearance of ‘industry status’,

INDIAN RETAIL TYPES

Specially Stores Discount stores

KEY PLAYERS IN INDIAN RETAIL MARKET

 Wal-Mart in a JV with Bharti Retail, owner of Easy Day store—plans to spend

 Marks &Spencer’s have a JV with Reliance retail.

FINANCE AND ASSISTANCE

MAJOR PART IN INDIAN RETAIL

Sources:- Indian Retail Report 2013, Images Group.

Head quarters Mumbai, Maharashtra, India

Employees 36000 People

Owner Kishore Biyani CEO

Parent Future group

Asst. Store Manager

 Leadership: To be a leader, both in thought and business.

 Introspection: Leading to purposeful thinking.

 Openness: To be open and receptive to new ideas, knowledge and information.

 Valuing and Nurturing Relationships: To build long term relationships.