Business Corporate - Mahesh

CHAPTER 1-INTRODUCTION
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 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 an
Enterprise.
The marketing discipline is undergoing fresh re aparisal in the light of the vast global,
technological, economic and social challenges facing today’s companies and countries. Marketing
at its best is about value creation and raising the world’s living standards. Today’s winning
companies are those who succeed most in satisfying, indeed delighting their target customers.
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 the
economy in this country has changed from a primary condition of scarcity to gradual and steady
stage of affluence, largely giving consumers the opportunity to choose among many varied
alternatives, 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 a consumer. 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
behavior patterns while making purchase decisions.
The term consumer behavior refers to the behavior that consumers display in 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”, ”Why they buy”, “When they buy it”, “Where they buy
it”, “how often they buy it” and “how often they use.
DEFINITIONS:
Consumer Behavior (or Buyer Behavior) is broadly defined by various scholars &
researchers as:
1. It’s the behavior displayed by the consumers during the acquisition, consumption and
disposition of products, services, time and ideas by decision making units.
2. 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.
3. The behavior that the consumers display in searching for, purchasing, using, evaluating
and disposing of products and services that they expect will satisfy their needs.
4. 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.
5. The activities directly involved in obtaining, consuming, and disposing of products and
services, including the decision processes that precede and follow these actions.
6. The American Marketing Association (AMA) defines consumer behavior as “The
dynamic interaction of cognition, behavior & environmental events by which human
beings conduct the exchange aspect of their lives.
Consumer behavior is helpful in understanding the purchase Behavior 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:
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
companies marketing stimuli in the shape of product, promotion, price and distribution strategy.
Consumer often purchase new products that are associated with a favorable viewed brand name.
The term consumer behavior refers to the behavior that consumer display in searching for
purchasing, using, evaluating and disposing of products and services that they expect will satisfy
these needs. The study of consumer behavior 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”.
CULTURAL FACTORS:
Culture: Culture is the most fundamental determinant of a persons wants and behavior like set
of values, perceptions, preferences and behaviors through his or her family member.
Subculture: social classes are relatively homogeneous and enduring divisions in a society
which are hierarchically ordered and whose members shares similar Values, interest and
behavior and social classes includes upper class, middle class and lower class.
SOCIAL FACTORS:
References Groups: A persons reference groups consist of all the groups that have a direct (face
to face) are indirect influence on the persons altitude or behavior. This group to which the
person, belongs and interacts.
Personal Factors: A consumer decision also influenced by personal characteristics notably the
buyers age & life cycle stage, occupation, economic circumstances, life style and personality
and self concept.
PSYCHOLOGICAL FACTORS:
Motivation: A person has many needs at any given time. Some needs are biogenic. They arise
from psychological states of tension such as hunger, tryst and discomfort.
Perception: Perception is defined as “the process by which an individual selects, organizes,

intercepts, information, inputs to create a meaningful picture of the world.
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.
OBJECTIVES OF THE STUDY:
The main objective is to determine the current consumer behavior levels of the customers
with regards to Big Bazaar.
 To study and analyze consumer shopping behavior towards Big Bazaar.
 To assess the behavior level of different type of customers shopping at Big Bazaar.
 To identify what type of strategies are suitable for the company to reach the targeted
customers.
 To find out the factors which influence the consumption of the products in Big Bazaar.
 To identify effective a advertising sources which are influencing customer purchasing

behavior at Big Bazaar.
 To find out how the consumers spent their incomes, time on the purchasing of the
products.
RESEARCH METHODOLOGY
The survey technique is intended to secure one or more items of information from a
sample of respondents who are representatives of a larger group. The information is recorded on
a form known as questionnaire. As data are gathered by asking questions from persons who are
believed to have desired information, the method is known as questionnaire technique.
REASONS FOR WIDE USE OF THIS METHOD:
 It can secure both quantitative and qualitative information directly from the respondents.
 It is the only method of directly measuring attitudes and motivations.
 It is quite flexible in terms of the types of data to be saaembled, the method of collection
or the timing of research.
Meaning of Research
According to D. Slessinger and M. Stephenson in the Encyclopedia of social sciences

define research as “the manipulation of things, concepts or symbols for the purpose of
generalizing to extend, correct or verify knowledge, whether that knowledge aids in construction
of theory or in the practice of an art”.
TYPES OF RESEARCH
1. Exploratory Research,
2. Descriptive Research.
Exploratory Research:
Exploratory research studies are also termed as formulate research studies. The main
purpose of such studies in that of formulating a problem for more precise investigation or of
developing the working hypothesis forms an operational point of view.
Descriptive Research:
Diagnostic Research studies determine the frequency with something occurs or its
association with something else.
In this project, information pertaining to customer needs satisfaction and their
demographic profile was collected; hence it is a descriptive research.
1) Primary data:
Meaning: Primary sources of data are the data which
needs the personal efforts of collect it and which are not readily available.
Primary source of data are the other type of source through which the data was collected.
Following are few ways in the data was collected:
1. Questionnaires: It isthe set of questions on a sheet of paper was being given to the of fill it,
bases on which the data was interpreted.
2. Direct interviewing: Direct interviewing involved the process where I asked the questions
directly to the customers and I got the feedback.
2) Secondary data:
Secondary sources are the other important sources through which the data was collected.
These are the readily available sources of the data where one had need not put much
effort to collected, because it is already been collected and part in an elderly manner by some
researcher, experts and special.
The secondary sources helpful for the study were
1) Text books like marketing management research methodology

Advertisement and sales promotion etc.
2) Internet was made use for the collection of the data.
3) News papers were also referred.
4) Business magazines were referred.
3) Sample size:
By using judgment random sampling technique 100 respondents are selected for
the purpose of the study.
4) Period of study:
The study is undertaken in the duration of 34 days.
5) Research approach:
The survey method was adopted for collected the primary data. Survey research is
systematic gathering of data from respondent through questionnaire.
6) Research instrument:
The data for this research study was collected by survey technic using interview
method guided by questionnaire.
7) Collection of Data:
Questionnaire and personal interviews are the methods that I have used for collecting
the data.
SCOPE OF THE STUDY

Big Bazaar as six branches in Hyderabad. My scope is limitation to one Branch
(KACHIGUDA). 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 Hyderabad and only
confined in studying about the consumer behavior towads Big Bazaar.
LIMITATIONS:
 Time has been a major constraint throughout the study as it has been only for duration of
2 months.
 As this survey was restricted to Hyderabad 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 stured questionnaire and the
jpersonal skills of the person undertaking the project affect the results.
CHAPTER 2- REVIEW OF LITERATURE
REVIEW OF LITARATURE/CONSUMER BEHAVIOUR:
What is consumer behavior?
Activities people involved in when selecting, purchasing, and using products so as to

satisfy needs and desires. Consumer behavior involves the psychological process that consumers
go through in recognizing needs, finding ways to solve these needs, making purchase decision
(e.g., whether or not to purchase a product and, if so, which brand and where), interpret
information, make plans, and implement these plans (e.g., by engaging in comparison shopping
or actually purchasing a products).
SOURCES OF INFLUENNCE OF THE CONSUMER:
The consumer faces numerous of influence. Often, we take cultural influences for
granted, but they are significant. An American will usually not bargain with a storeowner. This,
however, is common practice in much of the world. Physical factors also influence our behavior.
We are more likely to buy a soft drink when we are thirsty. For example, and food manufacturers
have found that it is more effective to advertise their products on radio in the late afternoon when
people are getting hungry. A person’s self image will also tend to influence. what he/she will
buy. An upwardly mobile manager may buy a flashy car to project an image of success. Social
factors also influence what the consumers buy-often, consumers seek to imitate others whom
they Admire, and may buy the same brands, the social environment can include both the
mainstream culture (e.g., Americans are more likely to have corn flakes/ham and eggs for brake
past than to have rice, which is preferred in many Asian countries) and a sub culture (e.g., rap
music often Appeals to a segment within the population that seeks to distinguish itself from the
main stream population). Thus sneaker manufacturers are eager to have there products worn by
admired athletes. Finally, consumer behavior is influences by learning – you try a hamburger and
learn that it satisfies your hunger and tastes good, and the next time you are hungry, you may
consider another hamburger.
DECISION-MAKING INVOLVE SEVERAL STEPS
1.Need recognition
5.Purchase evaluation
2. Information search
4.Purchase decision 3. Evaluation of alternatives
Problem recognition – you realize that something is not as it should be. Perhaps, for example,
your car is getting more difficult to start and is not accelerating well. Information search- what
are some alternative ways of solving the problem? You might buy a new car, buy a used car, take
your car in for repair, ride the bus, ride a taxi, or ride a skateboard to work.
A customer can obtain information from several sources:
Personal sources: family, friends, neighbors etc.
Commercial sources: advertising, sales forces retailers, dealers,
Packaging, point-of sale displays.
Public sources: news papers, radio, television, consumer organizations,
special magazines.
Experimental sources: handling, examining, using the product
Internal and external search for information to make a decision

Internal search: Scan memory.
External search: shopping, personal sources, public media,
Advertisements
Evaluation of alternatives: A skateboard is inexpensive, but may be ill-suited for long distances
and for rainy days.
Purchase stage, and sometimes a post-purchase stage (e.g., you return a product to the
store because you did not find it satisfactory), in reality, people may go back and fourth between
the stages. For example, a person may resume alternative identification during while evaluating
already known alternatives.
The decision maker(s) have the power to determine issues such as:
Whether to buy?
Which product to buy?
Which brand to buy?
Where to buy it? And
When to buy?
Note, however, that the role of the decision maker is separate from that of the purchaser.
From the point of view of the marketer, this introduces some problems since the purchaser. can
be targeted by point-of-purchase (POP) marketinga effort that cannot be aimed at the decision
maker. Also note that the distinction between the, purchaser and decision maker be somewhat
blurred the decision maker may have to make a substitution if the desired brand is not in stock,
the purchaser may disregard institutions (by error or deliberately).
BUYER BEHAVIOUR –CULTURAL FACTORS
Cultural factors have a significant impact on customer behavior. Cultural is the most
basic cause of a person’s wants and behavior. Growing up, children learn basic values,
perception and wants from the family and other important group. Marketing are always trying to
spot “cultural shift’” which might point to new products that might be wanted by customer or to
increased demand. For example, the cultural shift towards greater concern about health and
fitness has created opportunities (and now industries) servicing customers who wish to buy:
Low calorie foods
Health club memberships
Exercise equipment
Activity or health- related holidays etc.
Similarly the increased desire for “leisure time” has resulted in increased demand for
convenience product and service such as microwave ovens, ready meals and direct marketing
service businesses such as telephone banking and insurance.
Each culture contains “sub-cultures” – groups of people with shared values. Sub-cultures can
include nationalities, religions, racial groups, or group of people sharing the same geographical
location. Sometimes a sub-culture will create a substantial and distinctive market segment of its
own.
BUYER BEHAVIOUR – SOCIAL FACTORS:
Introduction: A customer’s buying behavior is also influenced by social factor, such as the
group to which the customer belongs and social status. Ina group, several individuals may
interact to influence the purchase decision. The typical roles in such a group decision can be
summarized as follows:
Initiator: the people who first suggest or think the idea of buying a particular product or service.
Influence: a person whose view or advice influences the buying decision. Decider: the
individual with the power and/or financial authority to make the ultimate choice regarding which
product to buy.
Buyer: The person who concludes the transaction.
User: The person (persons)who actually uses the product or service.

INDIVIDUAL FACTORS THAT SHAPE BUYER BEHAVIOUR PROCESS
HIGH INVOLVEMENT Extensive problem-solving (EPS)
LOW INVOLVEMENT Limited problem solving (LPS)
Reutilized response behavior (RRB)
The various purchase influence factors are as follows:
Personal
Social Age and life Psychologic
Cultural cycle stage
Reference al
Culture
Sub culture
groups Motivation Buyers
Family Occupation Perception
Social culture
Roles and Learning
status Economic Beliefs and
situation attitudes
Life style
Personality
& self
concept
CULTURAL FACTORS
Cultural factors exert a broad and deep influence on consumer behavior. The marketer
needs to understand the role played by the buyer’s culture, subculture, and social class.
Culture
The set of basic values, perceptions, wants, and behaviours learned by a member of
society from family and other important institutions,
Subculture
A group of people with shared value systems based on common life experiences and
situations.
Social classes
Relatively permanent and ordered divisions in society whose members share similar
values, interests, and behaviors.
SOCIAL FACTORS
A consumer’s behavior also is influenced by social factors, such as the consumer’s small
groups, family, and social roles and status.
Groups
Two or more people who interact or accomplish individual or mutual goals.
Family
A family is a domestic group of people, or a number of domestic groups linked through

descent (demonstrated or stipulated) from blood relation, marriage or adoption.
Roles and status
A person belongs to many groups- family, clubs, organisations. The person’s position in
each group can be defined in terms of both role and status.
PERSONAL FACTORS
A buyer’s decisions also are influenced by personal characteristics such as the buyer’s
age and life cycle stage, Occupation, economic situation, lifestyle, and personality and self-
concept.
Age and life-cycle stage
People change the goods and services they buy over their lifetimes. Tastes and
preferences changes as lift-cycle goes.
Personality and self concept

A person’s distinguishing psychological characteristics that lead to relatively consisting
and lasting responses to his or her own environment.
PSYCHOLOGICAL FACTORS
A person’s buying choices are further influenced by four major psychological factors:
motivation, perception, learning, and attitudes.
Motivation
A need that is sufficiently pressing to direct the person to seek satisfaction of the need.
Perception
The process by which people select, organize, and interpret information to form a
meaningful picture of the world.
Learning
Changes in an individual’s behavior arise from experience.
Beliefs and attitudes
A descriptive thought that a person holds about something is his/her belief. A person’s
consistently favorable or infavourable evaluations, feeling, and tendencies toward and object or
idea is attitude.
The common tools used to conduct data analysis range from simple cross tabulations and
segmentation analysis to more sophisticated statistical methods such as multivariate and logistic
regressiondiscriminates analysis and cluster analysis. In the last few years, optimization tools and
machine learning algorithms such as neural networks and genetic algorithms have also been used
to perform advanced data analysis.
The study of consumers helps firms and organizations imjprove their marketing strategies by
understanding issues such as
 The psychology of how consumers think, feel, rason, and select between different
alternatives (e.g., brands, products);
 The psychology of how the consumer is influenced by his or her environment (e.g.,
culture, family, signs, media);
 The behavior of consumers while shopping or making other marketing decisions;
Limitations in consumer knowledge or information processing abilities influence decisions and

marketing outcome;
How consumer motivation and decision strategies differ between products that differ in
their level of importance or interest that they entail for th consumer; and How marketers can
adapt and improve their marketing campaigns and marketing strategies to more effectively reach
the consumer.
Understanding these issues helps us adapt our strategies by taking the consumer into
consideration. For example, by understanding that a number of different messages compete for
our potential customers’ attention, we learn that to be effective, advertisements must usually be
repeated extensively. We also learn that consumers will sometimes be persuaded more by logical
arguments, but at other times will be persuaded more by emotional or symbolic appeals. By
understanding the consumer, we will be able to make a more informed decision as to which
strategy to employ.
 Behavior occurs either for the individual, or in the context of a group(e.g., friends
influence what kinds of cloothes a person wears) or an organization (people on the job
make decisions as to which products the firm should use).
 Consumer behavior involves the use and disposal of products as well as the study of how
they are purchased. Product use is often of great interest to the marketer, because this
may influence how a product is best positioned or how we can encourage increased
consumption. Since many environmental problems result from product disposal (e.g.,
motor oil being sent into sewage systems to save the recycling fee, or garbage piling up at
landfills) this is also an area of interest.
 Consumer behavior involves services and ideas as well as tangible products.
 The impact of consumer behavior on society is also of relevance.
CHAPTER 3: INDUSTRY PROFILE & COMPANY PROFILE
INDUSTRY JPROFILE
Retail industry largest industry, accounting for are 10% of the country’s GDP and around
8% of the employment retail industry in India is at the cross roads. It has emerged as one of the
most dynamic and fast paced industry with several players entering the market, but because of
the heave intial investment required break even is difficult to achieve and many of these players
have not tasted success so far.
However the future is promising; the market is growing, government policies are
becoming more favorable and emerging technologies are facilitating operations. Retailing in
India is gradually inching its way towards becoming the next boom industry. The whole concept
of shopping has altered interms of format and consumer buying behavior ushering in a revolution
in shopping in India.
SOMEKEY FACTORS
 RETAIL IS India’s largest industry accounting for over 10% of the country’s GDP and
around 8%of the employment.
 The market size of th Indian retail industry is about US $312 billion.
 Retailing in India is gradually inching its way towards becoment the next boom industry.
 A large young working population with average age of 24 years
INDIA’S CONSUMPTION COSMO
During the past decade, private final consumption expenditure has been the key driver of
economic growth in India.
The $ 350 billion consumption spending provides the single biggest business opportunities in
India and is divided into sa,e key categories led by food, fashion and home products
COMPANY PROFILE
Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retai
formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in
Mumbai (Bombay), the company operates over 12 million square feet of retail, has over 10000
stores across 71 cities in India and employs over 30,000 people.
The company’s leading formats include pantaloons, a chain of fashion outlets, Big
Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look,
touch and feel of Indian bazaars with aspects of modern retail choice, convenience and quality
and central, a chain of seamless destination malls. Some of its formats include brand factory,
blue sky, all top 10 stars and sitara. The company also operates an online portal,
futurebazaar.com.
A subsidiary company, Home solutions Retail (India)limited, operate Home Town, a
large – format home solutions store, collection I, selling home furniture products and e-zone
focused on catering to the consumer electronics segment.
Pantaloon Retail was recently awarded the international retailer of the year 2007 by the
US – based National Retail Federation (NRF) and the Emerging market retailer of the year 2007
at the world retain congress held in Barcelona.
Pantaloon Retail is the flagship company of Future Group, a business group.
Catering to the entire Indian consumption space.
THE FUTURE GROUP AS GIVEN BY THE GENERAL MANAGER:
“Future Bazaar.com is owned and operated by Future Bazaar India Ltd. (FBIL).
FBIL is a part of the Future Group, India’s largest retain conglomerate. FBIL is the e-commerce
arm of the Future Group. The company was incorporated in 2006 and began business in 2007.
As part of India’s largest retail chain, we enjoy the benefits of buying in bulk for the entire
group. Out aim is to get you a great range of products at great prices.
Core competency of the business… what makes us different from other.!!
 A choice of more than 20,000 products.

 Delivery across more than 1500 cities and towns in India covering around 16,000 pin
codes.
 Fast deliveries – tie ups with world leaders in logistics & transportation services
 A dedicated customer care helpline for any queries.
 Always offering Manufacturer’s guarantee as opposed to seller’s guarantee, which most
of the other online shopping sites offer.
 Aggressive prices –FutureBazaar.com has the benefit of leveraging the sourcing network
of the Future Group’s retail chains. This sourcing network straddles a wide range of
product requirements, thus being able to offer us economies of scale thereby –
unbelievable prices to it’s customers.
 Unmatched selection of products an Brands - we have more than 20,000 products
which crates the flexibility to offer a large range of choices to customers. We also have
partnerships with most of the brands available in the country, which allows us to get the
latest in the range to our customers. We have been able to create some major popularity
ripples with our corporate clients with products like mobiles, electronics, laptops, MP3
players, T-shirts, Gift Vouchers and so on.
 Seamless end-to-end Logistics solution – we pride ourselves in having built an end-to-
end logistics solution, right from stocking, dispatching, and delivery confirmation up to
post-sales support. Our back-end infrastructure enables us to service around 15,000 pin
codes across India.
 Dedicated Customer Care for online customers as well as corporate clients – We
have a dedicated team straddling client servicing, sourcing, logistics and customer service
for all our customers.
 “our Brand Association” – Most importantly out parentage & association with
humungous retail brands like Big Bazaar, Pantaloons, Central and many more, lends
tremendous amount of trust jj& credibility to our end consumers.”
ABOUT FUTURE GROUP
Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of
India’s leading business houses with multiple business spanning across the consumption
space. While retai forms the core business activity of Future Group, group subsidiaries are
present in consumer finance, capital, insurance, leisure and entertainment, brand
development, retail, real estate development, retail media and logistics.
Led by its flagship enterprise, Pantaloon Retail, the group operates over 11
million square feet of retail space in over 63 cities and towns and 65 rural locations across
India. Pantaloon Retail was awarded the International Retailer of the year – 2007, by the US-
based National Retail Federation, the largest retail trade association and the Emerging
Market Retailer of the year 2007 at the World Retail Congress in Barcelona.
Future Group believes in developing strong insights on Indian consumers and

building businesses based on Indian ideas, as espoused in the group’s core value of ‘Indian
ness’. The groups corporate credo is, ‘Rewrite rules, Retain values’ More about Future
Group.
The FutureBazaar.com’ promise as given by the General Manager:
Manufacturer’s warranties on all products
Future Bazaar sells only original products from authorized dealers; so all
applicable products carry the original manufacturer’s warranty. Customers can visit any of
the authorized service centers of the manufacturer if required. The invoice accompanying the
product is your warranty document, so please preserve it.
Guaranteed Delivery
Future bazaar guarantees to deliver the exact product you selected, without
defects. In case you have received a different product, or if the product was damaged in
transit, please let us know and we will ensure that we replace the product or ensure that your
money is refunded. Please note that delivery times vary according to products to products
95%of our deliveries take place with in the committed time period. For the occasional delays,
we wil contact you and update you about the status.
Secure Payments
We are committed to encuring that no payment misuse happens, so we work with

bank and payment gateways to ensure that your information is protected. Payments are
protected both by us and by the policiesof your bank, and the chances of fraud in these
channels are actually very low.
We also have a Risk Management team that scrutinizes all payments to ensure that there
are no fraudulent transactions. Our office address is also available for anyone who wishes to
contact us in person. moreover, being part of India’s largest retail company with a presence
all over India, we are omnipresent.
Our simple 15-Days Return Policy – No questions asked!

If you have purchased something at FutureBazaar.com ad the product did not
meet your expectations or does not fit your needs, then you can return the product to us, no
questions asked, as long as it is in its original packaging and accompanied by its invoice.
Just contact our Customer Care and we’ll arrange to pick up the product from your home –
simple.
Prompt Customer Support
Our Customer Care is manned by dedicated personnel, who can take decisions
and resolve your problems. They are empowered to solve your problems and are aware of the
processes and means to handle them. In case they cannot solve the problem at their end, they
will trigger the required action on your half or advise you the best possible method to a
successful fulfillment of all your queries/issues. Be assured that when you call us, your call is
being taken seriously.
Values:
o Indian ness: Confidence in ourselves.

o Leadership: To be a leader, both in thought and business
o Respect & Humility: To respect every individual and be humble in our conduct.
o Introspection: Leading to purposeful thinking.
o Openness: To be open and receptive to new ideas, knowledge and information.
o Valuing and Nurturing Relationships: To build longterm relationships.
o Simplicity & positivity: Simplicity and positivity in our thought, business and
action.
o Adaptability: To be flexible and adaptable, to meet challenges.
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 segment.
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, humilityand united determination
shall be the driving force to make us successful.
Sone Ki Chidiya
When the Mughals first came to India they were drawn by the lure of her fabulous
wealth – India was known as the “Sone Ki Chidiya”, literally –“ “The Golden Bird”.
According to economic historian Angus Maddison in his book the World Economy: A
Millennial Perspective, India had the world’s largest economy in the 1 st century and 11 th
century , with a 33% share of world GDP in the 1 st century and 29% in 1000 CE. During 1700
AD, Mughal era, India’s share was 24%, more than the whole of Western Europe. It came down
to 3.8% in 1950s. paul Kennedy, in this highly regardd book, The Rise and Fall of the Great
Powers: Economic Change and Military conflict from 1500 to 2000 estimates that in 1750.
India’s share o the world trade was nearly 25 percent. It came down to 0.5% in the
1960s and now stands at around 1..5%.
The Indian economy is once again at the centre of the global attention. As domestic
consumption drives economic growth in India, Future Group hopes to play a pivotal role in
bringing back the Sone Ki Chidiya.
Future Ventures:
Future Ventures, seeks to promote and participate in innovative and emerging business ventures
in India. The company intends to play a role in powering entrepreneurship, by promoting or
participating in diverse business activities, primarily in “consumption-led” sectors in the country,
which it defines as sectors whose growth and development will be determined primarily by the
growing purchasing power of Indian consumers and their changing tastes, lifestyle and spending
habits.
The company will also participate in businesses where it exercises control or influence, and can
add value as active shareholders, by utilizing the experience and knowledge of the Future Group,
and specifically its parent, pantaloon Retail ltd.
Meet India’s king of Retail
Pantaloon’s Kishore Biyani has become India’s largest retailer, but still has several aces up his
John Miller shirtsleeves.
In India’s chaotic markets, Ishore Biyani is the unchalleged king of retail. He has the knack of
catchings rivals off-guard and striking where it hurts most.
And now that he’s set himself the task of tetaining control of the largest retail space in the
country, he won’t let anyone – suppliers or international promoters included – catch him
slacking.
The latest to face the wrat of the 43-year-old is South African hyper market Shoprite, which
opened shop in Mumbai (images) last month through a franchise agreement with local company
Normal Lifestyle.
The hypermarket began retailing products from big boys Nestle (Get Quote), Unilever and
Procter & Gamble at consumer discounts of 20-30 percent, loweer than even Biyani’s his Big
Bazaar Stores.
Instead of chewing his nails, Biyani turmedconfrontationist, asking why the multinationals were
offering Shoprite better prices, even withdrawing Nestle products from his stores when the
company did not respond.
Two days later the Nestle products were back, but not before the company had clarified its
stance. Says Biyani, “shoprite is involved in predatory pricing. There are rules against this in
every part of the world.”
But as a result of his tough stance, the three MNC’s have asked Shoprite to roll back the offers or
face withdrawal of supplies, he says
and he was proved right when the Kolkata Pantaloon store became a raging success and Biyani
stepped on to the turf as a super retailer.
Other professionals have wondered where Biyani picked up the tricks of the retailing trade.
Some has learned from his own mistakes, he admits. Others he picked up from the big boys of
international retail.
“I read every book on Sam Walton, Macy’s, Marks & Spencer and management gurus like Tom
Peters whose book ‘Reimagine’ impressed me.” Even now he reads a management book every
fortnight – Stephen Covey, Robert Kaplanor James Collins.
But unusual as it might seem, he also made it a point to stay away from these stores. The reason:
“by going to a Wal-Mart or a Macy’s,you could get overwhelmed into thinking that was the best
model and stop learning,” he says.
Mr.Gopikishan Biyani, Whole time Director
Gopikishan Biyani is a commerce graduate and has more than twenty years of experience in the
textile business.
Mr.Rakesh Biyani, Whole time Director
Rakish 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.Vijay Kumer Chopra, Independent Director

V.K Chopra is a fellow member of The Institute of chartered Accountants of India (ICAI) by
profession and is a certified Associate of Indian Institute of Bankers (CAIIB). His banking career
spans over 31 years and he has served senior management position in Central Bank of
Commerce, SIDBI Corporation Bank and SEBI.
INTRODUCTION TO BIG BAZAAR
 A chain of shopping malls in Indian currently with 31 outlets owned by Kishore Biyani
Pantaloon group.
 Big Bazaar is not just hyper market.
 Provides the best products at the best price.
 Reflects the look and feel of Indian bazaars at their modern outlets.
 Allover India, Big Bazaar attracts a few thousands customers on any regular day.
BIG BAZAAR LOGO:
Big Bazaar – is se sasta aur accha kahin nahi
Type – subsidiary of Pantaloon Group
Founded – 2001
Head quarters – Jogeshware, Mumbai, India
Industry – retail
Products – department stores
Parents – Future Group
Website – http://www.bigbazaar.com
CHAPTER 4-
DATA ANALYSIS AND INTERPRETATIONS

CONSUMER BEHAVIOR QUESTIONAIRE
Q1. How do you come to know about Big Bazaar?
promotion No. of Customers Percentage (%)

Advertisement 80 80
Colleagues references 12 12
Friends/Relatives references 4 4
Any other specify 4 4
Total 100 100
4%
4%
12%
Advertisement
Colleagues references
Friend/Relatives references
Any other
82%
INTERPRETATION:
From the above study 80% of respondents from Advertisement, 12% of respondents from
Colleagues and 4% of respondents from Friends/Relatives Remaining 4% of respondents from
others.
Q2. How frequently do you visit Big Bizaar?
Particulars No. of Customers Percentage (%)
Once in a week 30 30
Twice in a week 43 43
Once in every 15 days 15 15
Once in a month 12 12
Total 100 100
43%
45%
40%
35%
30%
30%
25%
No. of respondents
20%
15%
15% 12%
10%
5%
0%
Once in a week Twice in a week Once in every 15 Once in a month
days
INTERPRETATION:
From the above study,30% of respondents from once in a week, 43% of respondents
from twice in a week and 15% of respondents from every 15 days Remaining 12% of
respondents from every month.
CHI – SQUARE TEST:
The above analysis is also analysed with the chi – square test to find the
dependency between no of visits to Big Bazaar and Goods bought. This test is as follows.
Ho= There is relation between visits and goods bought in Big Bazaar.
Ha = There is relation between no. of visits and goods bought in Big Bazaar.
Caliculation of χ2 has been presented in the table.

Food clothes Electronics furniture others
items
Once in week 10 7 2 5 6 30
Twice in week 5 18 7 12 1 43
Once in 15 days 8 1 3 1 2 15
Once in 30 days 2 6 2 0 1 12
25 33 14 18 10 100
X2= (f-f1)f1 = 24.9456
The degree of freedom for the given problem is
(r-1)(s-1) = 12
There fore the probability ‘P’ nvalue is 0.24 that is around 50% of probability correct to the
hypothesis. There fore it is said that there is no dependency in between the no of visits to Big
Bazaar and the goods bought.
Q3. What is the main purpose of Purchase?x
Particulars No. of respondents Percentage (%)

Personal usage/consumption 71 71
To Gift 19 19
Any other pl. Specify 10 10
Total 100 100
No. of respondents
71%
80%
60%
40% 19%
10%
20% No. of respondents
0%
Personal usage/ To Gift Any other
consumption
INTERPRETATION:
From the above table we can conclude that the major numbers of respondent’s of 71%
personal usage, 19% to gift and remaining 10% any other.
Q4. Which category of products do you buy most at Big Bazaar?
Aspects No. of respondents Percentage

Food items 25 25
Clothes 33 33
Electronics 14 14
Furniture 18 18
Any other pl. Specify 10 10
Total 100 100

No. of respondents
35%
30%
25%

33%
15%
25%
10% 18%
14%
10%
5%
0%
Food items Clothes Electronecs Furniture Any other pl.
Specify
INTERPRITATION:
From the above study 25% of respondents from Food items, 33% of respondents from
Clothes and 14% of respondents from Electronics 18% of respondents from furniture and 10%
others.
Q5. You prefer to go in Big bazaar with?
particulars No. of respondents Percentage (%)

Family members 28 28
Spouse 13 13
Friends 55 55
Others 4 4
Total 100 100
No. of Customers
4% 28%
Family members
Spouse
Friends
Others
55%
13%
INTERPRETATION:
From the above study 28% of respondents from Family, 13% of respondents from
Spouse and 55% of respondents from Friends and remaining 4% are others.
The above analysis is also analysed with the chi – square test to find the relation
between people who accompany and Products bought. This test is as follows.
Ho= There is relation between people who accompany and goods bought in Big Bazaar.
Ha = There is relation between people who accompany and goods bought in Big Bazaar.

items
Family mbrs 12 10 3 2 1 28
Spouse 2 3 4 2 2 13
Friends 11 20 5 13 6 55
Others 0 0 2 1 1 04
25 33 14 18 10 100
X2= (f-f1)f1 = 20.4779
(r-1)(s-1) = 12
There fore the probability ‘P’ nvalue is 0.20 that is around 50% of probability correct to the
hypothesis. There fore it is said that there is no dependency in between the people who
accompany and the goods bought in Big Bazaar.
Q6. Which mall you like the most in the city?

Big bazaar 72 72
Spencer 15 15
City central 12 12
Hyd central 1 1
Total 100 100
No. of respondents
1%
12%
Big Bazaar
Spencer
15% City Central
Hyd Central
72%
INTERPRETATION:
From the survey it is observed the 72% of respondents for Big Bazaar, 15% of respondents for
Spencer, 12% of respondents for City central and only 1% of respondents are hyd central.
Q7. What is the reason behind purchasing in Big Bazaar?
particulars No. of Respondents Percentage (%)

Goo satisfaction over products 10 10
Reasonable prices 78 78
More offers 12 12
Any others 0 0
total 100 100
No. of respondents
80% 78%
70%
60%
50%
30%
20%
10%
10% 12%
0%
0%
Good satisfac-
tion over Reasonable
products prices More Offers
Any others
INTERPRETATION
From the study it is observed that 10% of respondents for Good satisfaction over
products, 78% of respondents for Reasonable prices, 12% of respondents for More offers.
Q8. How do you rate the pricing of products at Big Bazaar?
Particulars No. of Respondents Percentage (%)

Expensive 09 09
Competitive 21 21
Affordable 36 36
Reasonable 34 34
Total 100 100
No. of respondents
9%
21%
Expensive
Competitive
Affordable
Reasonable
36%
120%
INTERPRETATION:
From the above study 09% of respondents from Expensive, 21% of respondents from
Competitive and 36% of respondents from Affordable 34% of respondents from Reasonable.
relationship between price of products in Big Bazaar and Goods bought. This test is as
follows.
Ho= There is relation between prices of the products in Big Bazaar and goods bought in Big
Bazaar.
Ha = There is relation between prices of the products in Big Bazaar and goods bought in Big
Bazaar.

items
Expensive 3 4 1 0 1 09
Competitive 7 5 2 4 3 21
Offerdable 9 13 3 7 4 36
Reasonable 6 11 8 7 2 34
25 33 14 18 10 100
X2= (f-f1)f1 = 8.7773
(r-1)(s-1) = 12
There fore the probability ‘P’value is 0.87 that is around 50% of probability correct to the
hypothesis. There fore it is said that there is no dependency between prices of products and
goods bought inBig Bazaar.
Q9. Why do you prefer to shop in Big Bazaar?
Particulars No. of respondents Percentage

Availability of adequate stock 16 16
Convenience of location and timing 21 21
Offers and discounts 36 36
Variety of products 27 27
Total 100 100
No. of respondents
40% 36%
35%
30% 27%
25% 21%
20% 16%
15%
10%
0%
cts
ts
on
ck
du
ng
isc
sto
ro
mi
dd
fp
ate
d ti
an
o
qu
ty
an
ers
de
rie
on
Off
fa
Va
ati
yo
loc
ilit
of
ab
ce
ail
ien
Av
en
nv
Co
INTERPRETATION:
From the above study 16% of respondents from Availability of adequate stock, 21% of
respondents from Convenience of location and timing, and 36% of respondents from offers and
discounts, 27% of respondents from variety of products.
dependency between preference to shop and Goods bought. This test is as follows.
Ho= There is relation between preference to shop and goods bought in Big Bazaar.
Ha = There is relation between preference to shop and goods bought in Big Bazaar.

items
Stock available 6 4 1 2 3 30
Convenience 4 9 5 3 0 43
Offer&discounts 10 13 6 2 5 15
Variety prdts 5 7 2 11 2 12
25 33 14 18 10 100
X2= (f-f1)f1 = 21.7921
(r-1)(s-1) = 12
There fore the probability ‘P’ value is 0.21 that is around 50% of probability correct to the
hypothesis. There fore it is said that there is no dependency between preference to shop and the
goods bought in Big Bazaar.
10. what more facility would you like to get at Big Bazaar?
facilities No. of respondents Percentage (%)

Membership card 18 18
Discount card 53 53
Free parking offers 9 9
Lucky draw 20 20
Total 100 100
No.of respondents
18%
53% Membership card

Discount card
Free parking offers
Lucky draw
120%
9%
INTERPRETATION:
From the data specified, 18% of customers are interested in membership card, whereas
9% are interested in parking offers, 20% are interested in lucky draw but more than half are
interested in discount card i.e.53% by this we can say that most of the customers prefers to
having discount cards at Big Bazaar.
Q11. How often do you ask for Assistance from store staff in selecting you purchase?

Almost always 22 22
Frequently 30 30
Sometimes 40 40
Never 8 8
total 100 100
No. of respondents
40%
40%
35%
30%
30%
25% 22%
15%
10%
8%
5%
0%
Almost always
Frequently
Sometimes
Category 4
INTERPRETATION:
From the above data, we decide that 22% of the customers take assistance from staff
always, whereas 30% take help frequently, 40% have take assistance sometimes, and 8% will not
depend on others. From the collected data, we can say that the manority of the customers take
assistance from the store staff sometimes.
Q12. How is your overall experience in Big Bazaar?

Excellent 63 63
Good 27 27
Poor 10 10
Total 100 100
No. of respondents
70% 63%
60%
50%
40%
No. of respondents
30% 27%
20%
10%
10%
0%
Excellent
Good
Poor
INTERPRETATION:
From the above data, we decide that 63%of the customers overall experience in Big Bazaar is
excellent, 27% of the customers overall experience is Good and only 10% of customers overall
experience is poor. From this we can decide that , the overall customer satisfaction level is good
Q13. Would you visit Big Bazaar again?

Sure 85 85
May be 12 12
Never 3 3
Total 100 100
No. of respondents
15%
Sure
May be
Never
85%
INTERPRETATION:
From the above table we can conclude that the major numbers of respondents 85% of the
respondents say sure, 12% of the respondents say May be, 3% of the respondents say Never.
Q14. Do you suggest any one to shop at Big Bazaar?

Yes 85 85
No 15 15
Total 100 100
85
90
80
70
60 yes
50 No
40
30 15
20
10
0
suggest any one to shop at big bazaar
INTERPRETATION:
From the above table we can conclude that the major numbers of respondents Yes, 85%,
which comprises of 15% of the No.
Q15. How do you suggest to Big Bazaar Management to making present Big Bazaar to
more attractive?

To maintain quality products 45 45
Reasonable prices 25 25
Giving more offers and discounts 25 25
convenience 5 5
Total 100 100
No. of respondents
5%
25%
To maintain quality products
45%
Reasonable prices
Giving more offers and discounts
Convenience
25%
INTERPRETATION:
From the study it is observed that 45% of respondents for To maintain quality products,
25% of respondents Reasonable Prices, 10% of respondents in Every month, 25% of respondents
for Giving more of offers and discounts, 5% respondents for convenience.
Q17. Mention your satisfaction level for following elements
1. Highly satisfied
2. Satisfied
3. Neither satisfied nor dissatisfied
4. Dissatisfied
5. Highly dissatisfied
Elements 1 2 3 4
1. Location ( ) ( ) ( ) ( )
2. Operating time ( ) ( ) ( ) ( )
3. Parking facility ( ) ( ) ( ) ( )
4. Cleanness of store ( ) ( ) ( ) (
5. Spacious shop floor ( ) ( ) ( ) ( )
6. Easy to locate product( ) ( ) ( ) ( )
7. Quality product ( ) ( ) ( ) ( )
8. promotionoffers ( ) ( ) ( ) ( )
9. price fo the product ( ) ( ) ( ) ( )
10. staff helpfulness ( ) ( ) ( ) ( )
11. flexibility in payment
mode ( ) ( ) ( ) ( )
12. return of value for
money ( ) ( ) ( ) ( )
1. LOCATION:
Satisfaction level No. of respondents Percentage (%)
Highly satisfied 25 25
Satisfied 10 10
Neither satisfied nor dissatisfied 60 60
Dissatisfied 5 5
Highly dissatisfied 0 0
Total 100 100
Satisfaction level based on Location
5
25
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Satisfied
Highly dissatisfied
10
60
INTERPRETATION:
From the above data, we decide that 25% of the customers satisfaction level is highly
satisfied on the basis of location of Big Bazaar, 10% of the customers satisfaction level is
satisfied on the basis of location of Big Bazaar, 60% of the customers satisfaction level is neither
satisfied nor dissatisfied, 5% of the customers satisfaction level is dissatisfied and in the
customers no one’s satisfaction level is highly dissatisfied.
2. OPERATING TIME:
Satisfaction level No. of customers Percentage (%)

Satisfied 50 50
Dissatisfied 10 10
100 100
Satisfaction level based on Operating time
3%
10% 10%
Highly satisfied
Satisfied
27% Dissatisfied
Highly dissatisfied
50%
INTERPRETATION:
from the data above specified, 10% of customers are highly satisfied, 50% of the
customers are satisfied, 27% of the customers are neither satisfied nor dissatisfied, 10% of the
customers are dissatisfied ,3% of the customers are highly dissatisfied on the basis of operating
time.
3. PARKING FACILITY:

Satisfied 56 56
Dissatisfied 7 7
100 100
Satisfaction level based on Parking facility

60% 56%
50%
40%
30%
30%
20%
7% Satisfaction level based on Parking
10% 6% facility
1%
0%
d
ed
ed
d
ed
fie
fie
sfi
sfi
sfi
tis
tis
ati
ati
ati
Sa
sa
ss
ss
iss
Di
di
ly
rd
gh
ly
no
gh
Hi
Hi
d
fie
tis
sa
er
ith
Ne
INTERPRETATION:
customers are satisfied, 6% of the customers are neither satisfied nor dissatisfied , 7% of the
customers are dissatisfied , 1% of the customers are highly dissatisfied on the basis of parking
facility.
4.CLEANNESS OF STORE:
Satisfied 22 22
Dissatisfied 12 12
100 100
Satisfaction level based on Cleanness of store

40%
35%
30%
25%
20% 36% 32%
15% 22%
10% 12% Satisfaction level based on
5% Cleanness of store
0%
0%
ed
ed
d
ed
d
sfi
fie
fie
sfi
sfi
ati
tis
tis
ati
ati
iss
sa
Sa
ss
ss
rd
ly
di
Di
gh
no
ly
Hi
gh
d
Hi
fie
tis
sa
er
ith
Ne
INTERPRETATION:
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Cleanness
of store.
5.SPACIOUS SHOP FLOOR:

Satisfied 25 25
Dissatisfied 20 20
100 100
Satisfaction level based on Spacious shop floor
40%
40%
35% 25%
30% 20%
25%
20%
9%
15% 6%
10% Satisfaction level based on
5% Spacious shop floor
0%
d
ed
d
ed
ed
fie
fie
sfi
sfi
sfi
tis
tis
ati
ati
ati
Sa
Sa
ss
ss
iss
ly
Di
di
rd
gh
ly
Hi
no
gh
Hi
d
fie
tis
sa
er
ith
Ne
INTERPRETATION:
customers are dissatisfied , 6% of the customers are highly dissatisfied on the basis of Spacious
shop floor.
6.EASY TO LOCATE PRODUCT:

Satisfied 8 8
Dissatisfied 9 9
100 100
Satisfaction level based on Easy to locate
product
3% 9%
Highly satisfied
8% Satisfied
Dissatisfied
Highly dissatisfied
80%
INTERPRETATION:
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Easy to
locate the product.
7.QUALITY OF PRODUCTS:

Satisfied 80 80
Dissatisfied 8 8
100 100
Satisfaction level based on quality of products
80%
80%
70%
60%
50%
40%
30%
20% 10% 8% Satisfaction level based on quality
2% 0% of products
10%
0%
d
ed
d
ed
ed
fie
fie
sfi
sfi
sfi
tis
tis
ati
ati
ati
Sa
sa
ss
ss
iss
ly
Di
di
rd
gh
ly
Hi
no
gh
Hi
d
fie
tis
sa
er
ith
Ne
INTERPRETATION:
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Quality of
products.
8.PROMOTION OFFERS;

Satisfied 60 60
Dissatisfied 2 2
100 100
Satisfaction level based on Promotion ofers
60%
60%
50%
40%
30% 20% 18%
20%
Satisfaction level based on Promo-
10% 2% 0% tion ofers
0%
d
ed
d
ed
ed
fie
fie
sfi
sfi
sfi
tis
tis
ati
ati
ati
Sa
sa
ss
ss
iss
ly
Di
Di
rd
gh
ly
Hi
no
gh
Hi
d
fie
tis
sa
er
ith
Ne
INTERPRETATION:
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Promotion
Offers.
9.PRICE OF THE PRODUCT:

Satisfied 90 90
Dissatisfied 0 0
100 100
Satisfaction level based on Price of the product
90%
90%
80%
70%
60%
50%
40%
30%
20% 4% Satisfaction level based on Price of
3% 0% 3% the product
10%
0%
d
ed
d
ed
ed
fie
fie
sfi
sfi
sfi
tis
tis
ati
ati
ati
Sa
sa
ss
ss
iss
ly
Di
Di
rd
gh
ly
Hi
no
gh
Hi
d
fie
tis
sa
er
ith
Ne
INTERPRETATION:
customers are dissatisfied , 3% of the customers are highly dissatisfied on the basis of Price of
the product.
10.STAFF HELPFULNESS:

Satisfied 8 8
Dissatisfied 12 12
100 100
Satisfaction level based on Staff helpfullness
3%
12%
Highly satisfied
Satisfied
Dissatisfied
Highly Dissatisfied
52%
25%
8%
INTERPRETATION:
customers are dissatisfied , 3% of the customers are highly dissatisfied on the basis of staff
helpfulness.
11.FLEXIBILITY IN PAYMENT MODE:

Satisfied 80 80
Dissatisfied 3 3
100 100
Satisfaction level based on Flexibility in
payment mode
3%
7% 10%
Highly satisfied
Satisfied
Dissatisfied
Highly dissatisfied
80%
INTERPRETATION:
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Flexibility
in Payment mode.
12.RETURN OF VALUE FOR MONEY:

Satisfied 60 60
Dissatisfied 0 0
100 100
Satisfaction level based on Return of value of
money
5%
35%
Highly satisfied
Satisfied
Dissatisfied
Highly Dissatisfied
60%
INTERPRETATION:
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Return of
Value for Money.
CHAPTER 5- FINDINGS & SUGGESTIONS
From the responses of 100 customers the findings can be listed as:
 As per the findings, all are having the awareness of Big Bazaar. We can say that Big
Bazaar have good place in the minds of the customers.
 As per the findings 60% of male customers are come to Big Bazaar for shopping.
 The customers who were mainly age guoup of 26- 35 years are shopping at Big Bazaar.
 It has been found that the Majority of the Respondents come to know about the Big
Bazaar through Friends/Relatives References and Advertisements only. So we can say
that the word of mouth and advertisements are plays a very important role when
customers shopping at Big Bazaar.
 As per findings, Majority of the Respondents are visits Big Bazaar twice in a week. By
this, we can say that most of the customers are coming to Big Bazaar regularly.
 As per findings, Majority of the Respondents are purchasing for the Purpose of Personal
use/consumption only.
 As per findings, Majority of the respondents are interested to shopping at Clothes.
 Most of customers are prefer to come to Big Bazaar with friends, and customers are
motivates by them at purchase.
 Majority of the respondents are interested to visit Big Bazaar when compare to other
malls.
 As per the findings, majority of the customers choose the Big Bazaar for availability of
products as well as reasonable prices.
 Majority of the customers are rate for affordable pricing in Big Bazaar.
 As per findings, most of the customers prefer to shop in Big Bazaar for offers &
discounts.
 As per findings, most of the respondents are taking assistance from the store staff during
purchase period. We can say that customers take assistance from store staff when they
shopping in Big Bazaar.
 As per the findings, majority of the customers are satisfied with the value of their money
provided by Big Bazaar.
 As per findings, overall experience of the respondents is found to be Excellence as started
by 12% of the Respondents, and Good by 60% of the Respondents, Very few rated as
poor.
 As per findings, most of the customer’s opinion is to revisit the Big Bazaar.
 As per findings, Majority of the Respondents are recommended to others for shopping in
Big Bazaar.
 As per findings, as much as 45% of the Respondents to suggest the Big Bazaar to
maintain good quality in products.
RECOMMENDATIONS
An attempt has been made to suggest to the Big Bazaar a few measures. These suggestions have
been made within the preview of the data available.
1) The company must go for some more promotional activities rather than TV,
advertisement, hoarding and news papers.
2) The company has to conduct the periodical meetings with customers and take their
valuable suggestions.
3) The company may adopt policy of discounts cards and gifts to customers while
purchasing the products.
4) Innovative efforts must be launched to improve the position through better marketing
strategies.
5) Innovative packaging can give a company an advantage over competitors.
6) The store staff should be trained adequately so as to “convince” the Potential buyers,
because his performance on jobs has great impact on sale of a product.
7) Most of the customers belongs to age group of 17-27 years. So, company has to
concentrate more on those people to enhance the sales.
8) Moreover, the company has to concentrate more on the customers of age group of 28-37
years to enhance the sales.
CHAPTER 6- QUESTIONNAIRE & BIBLIOGRAPHY
QUESTIONNAIRE
(Theinformation furnished by the respondent is strictly for Academic purpose only)
Dear Respondent, as a part of research, a survey is taken up to study the Consumer Behavior
towards the Big Bazaar. Kindly provide the following information.
Name: Location:
Age: Occupation:
Gender M/F: Education;
Income for month:
Q1) How did you come to know about Biz Bazaar?
a) Advertisement
b) Colleagues references
c) Friends/relatives references
d) Any other specify
Q2) How frequently do you visit Big Bazaar?
a) Once in a week
b) Twice in a week
c) Once in every 15 days
d) Once in a month
Q3) what is the main purpose of purchase?
a) Personal Usage / consumption

b) To Gift
c) Any other pl. Specify
Q4) Which category of Products do you buy most at Big bazaar?
a) Food items
b) Clothes
c) Electronics
d) Any other pl. Specify
Q5) You prefer to go in Big bazaar with
a) Family members
b) Spouse
c) Friends
d) Others
Q6) Which mall you like the most in the city
a) Big bazaar
b) Spencer
c) City central
d) Hyd central
Q7) What is the reason behind purchasing in Big Bazaar?
a) Good satisfaction over products

b) Reasonable prices
c) More offers
d) Any others
Q8) How do you rate the pricing of products at Big Bazaar?
a) Expensive
b) Competitive
c) Affordable
d) Reasonable
Q9) Why do you prefer to shop in Big Bazaar?
a) Availability of adequate stock

b) Convenience of location and timing
c) Offers and discounts
d) Variety of products
Q10) What more facility would you like to get at Big Bazaar?
a) Membership Card
b) Discount Card
c) Free packing Offers
d) Lucky draw Offer
Q11) How often do you ask for Assistance from store staff in selecting your Purchase?
a) Almost Always
b) Frequently
c) Sometimes
d) Never
Q12) How is your overall experience in Big Bazaar?
a) Excellent
b) Good
c) Poor
Q13) Would you visit Big Bazaar again?
a) Sure
b) May be
c) Never
Q14) Do you suggest any one to shop at Big Bazaar?
a) Yes
b) No
Q15) How, do you suggest to Big Bazaar management to making present Big Bazaar to more
attractive?
a) To maintain quality products

b) Reasonable prices
c) Giving more offers and discounts
d) Convenience
Q16) Please give your valuable suggestions regarding Big Bazaar over all functioning-
_________________________________________________
Mention your satisfaction level for following elements
1) Highly satisfied
2) Satisfied
3) Neither satisfied nor dissatisfied
4) Dissatisfied
Elements 1 2 3 4
1. Location ( ) ( ) ( ) ( )
2. Operating time ( ) ( ) ( ) ( )
3. Parking facility ( ) ( ) ( ) ( )
4. Cleanness of store ( ) ( ) ( ) (
5. Spacious shop floor ( ) ( ) ( ) ( )
6. Easy to locate product( ) ( ) ( ) ( )
7. Quality product ( ) ( ) ( ) ( )
8. promotionoffers ( ) ( ) ( ) ( )
9. price fo the product ( ) ( ) ( ) ( )
10. staff helpfulness ( ) ( ) ( ) ( )
11. flexibility in payment
mode ( ) ( ) ( ) ( )
12. return of value for
money ( ) ( ) ( ) ( )
Thank you
BIBLIOGRAPHY
Text Books
Consumer Behavior: Albert J. Dells Bittas
Consumer Behavior: David L. Loudon
Principles of Marketing: Philip Kotler
Marketing Management: Philip Kotler
Websites:
www.consumerbehavior.com
www.bigbazaar.com
www.panthalone.com
www.futuregroup.com

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CHAPTER 1-INTRODUCTION

As quoted by P.P.Drucker “Marketing is so basic that it cannot be considered a separate

INTRODUTION TO CONSUMER BEHAVIOR:

Consumer behavior is helpful in understanding the purchase Behavior and preferences of

A MODEL OF CONSUMER BEHAVIOUR:

A consumer decisions to purchase a particular product of service is the result of complex

Perception: Perception is defined as “the process by which an individual selects, organizes,

NEED FOR THE STUDY:

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

 To identify effective a advertising sources which are influencing customer purchasing

REASONS FOR WIDE USE OF THIS METHOD:

According to D. Slessinger and M. Stephenson in the Encyclopedia of social sciences

Meaning: Primary sources of data are the data which

Following are few ways in the data was collected:

The secondary sources helpful for the study were

1) Text books like marketing management research methodology

SCOPE OF THE STUDY

What is consumer behavior?

Activities people involved in when selecting, purchasing, and using products so as to

SOURCES OF INFLUENNCE OF THE CONSUMER:

4.Purchase decision 3. Evaluation of alternatives

A customer can obtain information from several sources:

Personal sources: family, friends, neighbors etc.

Commercial sources: advertising, sales forces retailers, dealers,

Packaging, point-of sale displays.

Public sources: news papers, radio, television, consumer organizations,

Experimental sources: handling, examining, using the product

Internal and external search for information to make a decision

External search: shopping, personal sources, public media,

Which product to buy?

Which brand to buy?

Where to buy it? And

BUYER BEHAVIOUR –CULTURAL FACTORS

Low calorie foods

Health club memberships

Activity or health- related holidays etc.

BUYER BEHAVIOUR – SOCIAL FACTORS:

Buyer: The person who concludes the transaction.

User: The person (persons)who actually uses the product or service.

HIGH INVOLVEMENT Extensive problem-solving (EPS)

LOW INVOLVEMENT Limited problem solving (LPS)

Reutilized response behavior (RRB)

The various purchase influence factors are as follows:

Two or more people who interact or accomplish individual or mutual goals.

A family is a domestic group of people, or a number of domestic groups linked through

Roles and status

Age and life-cycle stage

Personality and self concept

Changes in an individual’s behavior arise from experience.

Beliefs and attitudes

Limitations in consumer knowledge or information processing abilities influence decisions and

INDIA’S CONSUMPTION COSMO

Pantaloon Retail is the flagship company of Future Group, a business group.

Catering to the entire Indian consumption space.

THE FUTURE GROUP AS GIVEN BY THE GENERAL MANAGER:

Core competency of the business… what makes us different from other.!!

 A choice of more than 20,000 products.

ABOUT FUTURE GROUP