Contents of Synopsys

Title of project“CUSTOMER SERVICE OF FMCG SECTOR WITH REFERENCE TO

BIG BAZAAR” Introduction to topic

Fast Moving Consumer Goods (FMCG) can be defined as packed goods that are consumed or

sold at regular and small intervals. The prices of the FMCG are relatively less and profits earned through such sales are more volume based. The organized FMCG retailing in India is a new concept and is fast catching up in urban and semi-urban India.

The FMCG Sector in India has witnessed a range of recent developments. Tax deductions on various items, rise in the penetration levels and per capita consumption are some of the major

developments in FMCG. The FMCG Sector in India is the fourth largest sector in the Indian economy. As per the reports of the 2005-06 financial years, the market size of the sector was registered as USD 13.1 billion. The FMCG Sector in India involves a strict competition between the organized and unorganized sectors of consumer durables. India offers an abundance raw materials (Some product categories such as jams, toothpaste, skin care products, hair care products, etc have experienced a low per capital consumption as per a report presented in 2006,low-priced labour costs, and also has a presence across the entire value chain.

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 like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station. The company also operates an online portal, futurebazaar.com.

SignificanceIts provide guideline for further research in area for organized retail. Research says about customer buying behavior towards Big Bazaar. The research is also important to identify Market size, growth and Market Potential of Big Bazaar. The research shows future Scenario of Big Bazaar in current perspective. The study shows Opportunities and challenges for Big Bazaar espect of internal & external environment. Research say about main competitors in the field of organized retail sectors. The study provide guideline to further extension of Big Bazaar. The study provide help to know the customers satisfaction with Big Bazaar stores.

Scope of StudyThe scope of this research is to identify the buying behavior of customers of Big Bazaar. Thisresearch is based on primary data and secondary data. This study only focuses on urban buying behavior of customers. The study does not say anything about rural buying behavior of customer because rural norms/status/attitude & acceptance of the rural customers differs with urban customers. It provides help to further the research for organized retail sector. It aim to understand the skill of the company in the area like technological advancement, competition in management.

Literature ReviewFor the survey of existing literature, the research papers published in Journals, Reference books, Magazine, internet, government report etc were referred. The observation and findings presented in this section are based on this literature review. Feinberg, Sheffler, Meoli and Rummel (1989) considered the social stimulation provided by malls, finding that the mall served as an outlet for social behavior. Further examination of this issue was made by Lotz, Eastlick and Shim (2000), who studied the similarities and differences between mall entertainment seekers and mall shoppers. Their results supported hypotheses that there are different motivations for individuals who visit a mall for entertainment activities versus those who visit for shopping purposes. Roy (1994) in his study considered several characteristics of shoppers - such as functional shopping motivation, deal proneness, recreational shopping motivation, age, income and family size, to be a significant influence on mall shopping frequency.

Objectives of Study1. To analyze how the mix influence the customer satisfaction level.

2. To determine the current status of big bazaar.

3. To study the satisfaction level of customers with regard of big bazaar.

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

5. To identify main competitors of Big Bazaar with regard to services.

Proposed Research MethodologyMethodology adopted for studyObserving the working of various departments like finance. Human resource, marketing, purchasing, production.

Discussion with the executives, managers, employees. Visiting & surfing websites of company.

Sources of Data Primary Source Secondary Source

Primary Source- The primary data will collect by means of a survey. Questionnaires were prepared and customers of the big bazaar at two branches were approached to fill up the questionnaires. The questionnaire contains 20 questions which reflect on the type and quality of services provided by the Big bazaar to the customers. The response of the customer is recorded on a grade scale of strongly disagree, disagree, uncertain, agree and strongly agree for each question. The filled up information was later analyzed to obtain the required interpretation and the findings.

Secondary Source- In order to have a proper understanding of the customer service of Big Bazaar a depth study was done from the various sources such as books, a lot of data is also collected from the official websites of the Big bazaar and the articles from various search engines like Google, yahoo search and answers.com.

Expected Research OutcomeIndia is one of the world’s biggest producers of a number of FMCG products but the country’s exports account for a very small proportion of the overall output. Food-processing Industry: With 200 mn people expected to shift to processed and packaged food, India needs around USD 30 bn of investment in the food processing industry.

The growth of the FMCG sector has also been facilitated by the modern formats of retailing. Additionally rising income levels in both rural and urban India are expected to further boost the sales of fast moving consumer goods. Industry prospects are definitely looking bright for domestic and foreign retailers, manufacturers and wholesalers.The food segment is expected to outperform all the other FMCG segments. On an average, Indian consumers spend around 36% of their income on food, hence why the food industry plays a major role in the country’s economy.India also faces an acute crisis of malnutrition, with millions of people going without food. The Highest number of diabetes cases are also seen here. However this can also be seen as a great opportunity for companies manufacturing food, particularly in the health foods segment.The fast moving consumer goods sector is also penetrating the rural market, which is growing at a fast rate. With more awareness, people in rural India have developed a taste for more contemporary food, which further suggests the scope and potential this sector offers.

Tentative Chapter outline

As most of the retail industries did market research before entering into market. Same thing was done by Big Bazaar. Location, market, consumer perception analysis was done by big bazaar.

In one year, much more diversification was done in it. And to retain customers they use many loyalty programs & IT techniques.

Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good quality for all at affordable prices. Big bazaar with over 140 outlets in different part of India is present in both the metro cities as well as in small towns.

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

They can improve customer satisfaction by providing home delivery services.

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

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

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

The employees accept their responsibility wholeheartedly and perform the services in well manner that satisfied the customers.