deva big baazar final

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RESEARCH PROJECT REPORT

ON

A Study on Buying Behavior of Customers in

Big Bazaar bansankari

Submitted for partial fulfillment of award ofMASTER`S

DEGREE IN BUSINESS ADMINISTRATION

BY

DEBASHISH ROY

MBA l Year, 2 nd trimesters

25th

November -25th

December

DAYANANDA SAGAR BUSINESS SCHOOL

S M Hills, kumaraswamy layout Bangalore-

560078



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ACKNOWLEDGEMENT

I take this as an opportunity to thank with bottom of my hear all those without whom

the journey of doing my project would not have been as pleasant as it has been to

me. Working on my project was a constant learning experience with all sweat and

tear which was its due but not without being richly stimulating experience of life

time.

I am very thankful to Director, Prof. Vijay sarthi for giving me their valuable

advice and guidance towards fulfillment of the project

Finally I would like to convey my heartiest thanks to all my well wishers for their

blessing and co-operation throughout my study. They boosted me up every day to

work with a new and high spirit.

Debashish Roy

DECLARATION

I hereby declare that this Research Project entitled, A Study on Buying

Behavior of Customers in Big Bazaar bansankariwritten and submitted



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by me, under the guidance of Mr. kartik, is my original work and that has not been

submitted to any other University / Institute previously

DEBASHISH ROY

PGDM-2ND TRIMESTER

CERTIFICATE

This is to certify that the Research Project Report entitled, A Study onBuying Behavior of Customers in Big Bazaar bansankari

for the award of POST GRADUATES DIPLOMA IN MANAGEMENT from

DAYANANDA SAGAR BUSINESS SCHOOL, BANGALORE, has been carried

out by DEBASHISH ROY. The Report embodies result of original work and studies

carried out by the student himself and the contents of the Report do not form the basis

for award of any other Degree to the candidate or to anybody else.

Dr. VIJAYA

SARTHI

DIRECTOR

Date Dept. PGDM

DAYANANDA SAGAR BUSINESS

SCHOOL



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CONTENTS

CHAPTER-I

,,

i) Introduction

ii) Objectives of the study

iii) Scope of the study

iv) Importance of study

v) Research Methodology

CHAPTER-II

Theoretical perspective

,

CHAPTER-III

i) Data collection

ii) Data analysis and interpretations

CHAPTER-IV

i) Findings of research



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ii) Recommendations

iii) Conclusion

CHAPTER-V

Limitations of the study

Bibliography

LIST OF GRAPHS & CHARTS

1. Customer s monthly income

2. Customers visit Big Bazaar

3. Apart from Big Bazaar visit retail outlet

4. Purpose behind visiting big bazaar

5. Demand for other retail outlets in a mall

6. Products mostly purchased by customers

7. Expenditure pattern of customers coming

8. Time spent by customers in shopping

9. Comparison of footfalls in weekdays and weekends

10. Customers preference of timing to visit big bazaar

11. List of products and purchasing products on a unplanned basis

12. Brand preference of customers in big bazaar

13. Comparison of brand preference on different product category

14. Mode of payment of customers in big bazaar



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15. Comparison of factors which encourages customers to come

16. Services of the sales personnel in Big Bazaar

17. Customers mode of transport to big bazaar

18. Parking space availability in big bazaar

19. Customers preference towards Kirana store

20. Comparison of Big bazaar with any Kirana store

21. Comparison of Big bazaar with others Organized retailers

CHAPTER - I

i) Introduction



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ii) Objectives of the study

iii) Scope of the study

iv) Importance of study

Introduction

As customers tastes and preferences are changing, the market scenario is also

changing from time to time. Todays market scenario is very different from that of

the market scenario before 1990. There have been many factors responsible for the

changing market scenario. It is the changing tastes and preference of customer which

has bought in a change in the market. Income level of the people has changed; life

styles and social class of people have completely changed now than that of olden

days. There has been a shift in the market demand in todays world. Technology is

one of the major factors which is responsible for this paradigm shift in the mark. New

generation people are no more dependent on haat market and far off departmental

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

departmental stores, hyper market, shoppers stop, malls, branded retail outlets and

specialty stores. In todays world shopping is not any more tiresome work rather its a

pleasant outing phenomenon now.



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

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

1994. It is a type of market where various kinds of products are available under one

roof. My study is on determining the customers buying behavior of customers in big

bazaar and the satisfaction level of customers in big bazaar. My study will find out

the current status of big bazaar and determine where it stands in the current market.

This market field survey will help in knowing the present customers tastes and

preferences. It will help me in estimating the customers future needs , wants &

demands.

OBJECTIVES OF THE STUDY

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

NCR.

2. To determine the current status of Big Bazaar.

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

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

5. To identify main competitors of Big Bazaar.



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Scope of Study

The scope of this research is to identify the buying behavior of customers of Big

Bazaar in bansankari area. This research is based on primary data and secondary

data. Due to time constraint only limited number of persons contacted. This study

only focuses on urban buying behavior of customers because the research conducted

in bansankari area. The study does not say anything about rural buying behavior of

customer because rural norms/status/attitude & acceptance of the rural customers

differs with urban customers. The scope of research is limited for bansankari area. It

provides help to further the research for organized retail sector in bansankari area. It

aim to understand the skill of the company in the area like technological

advancement, competition in management.



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Importance of Study

The study shows customers buying pattern with Big Bazaar in bansankari area. Its

provide guideline for further research in bansankari area for organized retail.

Research says about customer buying behavior towards Big Bazaar in bansankari

area. The study rate of customer satisfaction level with Big Bazaar for bansankari

area. The research is also important to identify Market size, growth and Market

Potential of Big Bazaar in bansankari area. The research shows future Scenario of

Big Bazaar in current perspective. The study shows Opportunities and challenges for

Big Bazaar respect 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 in bansankari area .The study provide help to know

the customers satisfaction with Big Bazaar stores.



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Research Methodology

Technology, customers tastes and preferences play a vital role in todays generation.

Research Methodology is a set of various methods to be followed to find out various

informations regarding market strata of different products. Research Methodology is

required in every industry for acquiring knowledge of their products.

Area of study:

The study is exclusively done in the area of marketing. It is a process

requiring care, sophistication, experience, business judgment, and imagination for

which there can be no mechanical substitutes.

Research Design -

Exploratory Research.

Sampling Design:

Non Probability sampling- Convenience sampling

Data Collection : -

Data is collected from various customers through personal interaction.

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



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interaction and formal discussion with different respondents. Some other relevant

information collected through secondary data

Tools of Analysis : -

The market survey about the techniques of marketing and nature of

expenditure is carried out by personally interacting with the potential customers in

Big Bazaar.



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CHAPTER-II

Theoretical Perspective



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Theoretical Perspective

Retailing

The Indian consumer could well be crowned King with all economic indicators in the

right place. Queuing up for the coronation ceremony are a multitude of global

companies that are looking at India as the next consumer market powerhouse. And it

seems to be the retail sector that will give the desi consumer royal status.

In this study I will try to find out the present scenario of retail market in India. This

project will give focus on the global scene to retail industry and what will drive the

growth of industry in the future.

Retailing is the final step in the distribution of merchandise, the last link in supply

chain connecting the bulk procedures of commodities to the final consumers.

Retailing in India is thoroughly unorganized. There is no supply chain management

perspective. According to a survey by AT Kearney, an overwhelming proportion of

the Rs. 400,000 crore retail markets are UNORGANISED. In fact, only a Rs. 20,000

crore segment of the market is organized.

From a size of only Rs.20, 000 crores, the ORGANISED retail industry will grow to

Rs. 180,000 crores by 2005. The TOTAL retail market, however, as indicated above



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will grow 20 per cent annually from Rs. 400,000 crore in 2000 to Rs. 900,000 crores

by 2009

A study by McKinsey points out that India's market for consumer goods can reach a

w $450 billion by 2011 - making it one of the five largest in the world. Further,

KPMG in a recent report titled `Consumer Markets in India - the next big thing?' has

said: "India represents an economic opportunity on a massive scale, both as a global

base and a domestic market." The report, however, finds that the next leap in the

growth of the consumer market will be spearheaded by the changing dynamics of the

retail sector. "Companies expect that the next cycle of change in Indian consumer

markets will be the arrival of foreign players in consumer retailing. Although FDI

remains highly restricted in retailing, most companies believe that will not be for

long," says Deepankar Sanwalka, Executive Director and Head - Consumer Markets,

KPMG India.

FDI in retail has once again begun to appear imminent following Prime Minister

Manmohan Singh's recent interview to McKinsey, in which he expressed confidence

that he would be able to get the Left parties on board on the matter. KPMG is in fact

going ahead with its plans to conduct a series of five roadshows in the US and a few

countries in Europe to hold discussions about the opportunities in India's consumer

markets, especially in retail. And the numbers do lend credence to the enthusiasm.

The Economist Intelligence Unit (EIU) country briefing on India, 2005, estimates the

retail market in India will grow from $394 billion in 2005 to $608.9 billion in 2009.

In fact, KPMG finds that the organised retail sector in India is expected to grow at a

higher rate than GDP growth in the next five years, driven by changing lifestyles,



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strong income growth and favourable demographic patterns. According to EIU, India

currently has more than five million retails outlets, out of which 96 per cent are

smaller than 500 sq. ft. But this scenario is changing fast. The structure of retailing is

developing rapidly with malls becoming increasingly common in large cities, and

development plans being projected at 350 new shopping malls by 2012.

Emerging trends in organized retailing

Over the last five years, a number of large business groups such as Tatas, RPG,

Rahejas and Piramals has set up stores/malls and built businesses within retail.

These include the Rs1.9bn Food World - a leading supermarket chain set up by RPG;

the Rahejas Rs1.8bn Shoppers Stop - a multi-brand departmental outlet and the

Crossroads Mall set up by the Piramals. While many of these initiatives were

initially driven by the need to use existing real estate, they are beginning to assume

the contours of a serious business today.

Fuel retailers, notably BPCL and HPCL are also expanding their presence from fuel

retail to grocery and convenience stores. Suitability of location, optimal utilization of

real estate, diversifying business to reduce reliance on the commodity nature of fuel

retail business and improve margins are the key factors that has lead fuel majors to

enter into the retailing.

Also, existing family owned businesses are expanding their businesses. The more

successful of them are the Nilgiris - a Bangalore base food retailer, Viveks - a 40-



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year old Chennai based chain selling consumer durables and Narulas - the food chain

in North India.

Interestingly, manufacturers are also looking for forward integration and are building

chains around brands. Brands in apparel, footwear and durables have driven the

growth of specialty chains and upgraded existing multi-brand outlet.



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Although the retail sector in India highly fragmented and consists predominantly of

small, independent, owner-managed shops, it happens to be the country's second

largest employer after agriculture. The country is currently witnessing a boom in

retailing, thanks mainly on account of an increase in the disposable incomes of

middle and upper-middle class households.

More and more corporate houses, including large real estate companies, are now

entering the retail business directly or indirectly. One sign of the modernization of

Indian retailing is the rapid growth in the number of speciality malls and theme malls.

The Piramals, Tatas, Rahejas, ITC, S. Kumar's, RPG Enterprises, Aerens, Omaxe and

mega retailers like Crosswords, Shopper's Stop and Pantaloon have taken the lead in

organized retailing.

Emergence of specialty retailing

Though organised retailing is still at a nascent stage - accounting for only around two

per cent of the $180 billion retail market in India - it is likely to touch 10 per cent by

the end of this decade. Four product categories have led the organised retailing wave:

foods, apparel, lifestyle products, consumer durables and electronics. In recent times,

several theme malls such as Gold Souk (jewellery malls), Wedding Mall, Electronic

Mall, Auto Mall, etc catering to specific needs and occasions have been completed or

announced.

Many top developers are now toying with the idea of developing speciality malls.

Speciality malls are already a success in the West, whereas the concept is in its



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infancy in India. One could venture so far as to say speciality and theme based

retailing will drive the growth of organized retailing in India.

ORGAINSED RETAILING

Organised retailing got a leg up during 2004 with the opening of new format stores,

rapid growth of existing players, start-up of new-generation shopping malls, the

Government's intention of allowing a certain level of foreign direct investment in

retail and the formation of a retailers' association. With consumer sentiment positive

during most of 2004, it led to substantial spending across a number of categories such

as consumer durables, clothing and lifestyle, automobiles and telecom products. At

the beginning of this decade, organised retailing accounted for a mere $2.9 billion in

India. This is only 1.25 per cent of the estimated total retail market. This share has

already grown to 2 per cent.Growth projections for retail business vary widely. Some

studies estimate that by 2007, the share of organised retail in the retail pie will jump

three times to reach 5-6 per cent.

Retail in India largest industry accounting for over 10% of the country GDP and

around 8% of the employment. Retail industry in India is at the cross road. It has

emerged as one of the most dynamic and fast paced industries with several player

entering the market. The future is promising the market is growing government

policies are becoming more favorable and emerging technology and facilitating

operations.

Some key facts retail in India largest industry accounting for over 10% of the country

GDP and around 8% of the employment.

The market size of Indian retail industry is about US $ 312 billion.



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Indian consumption cosmos

During past decades private final consumption expenditure has been the key driver

economic growth in India.



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The headquartered in Mumbai the company operates over 12 million square feet of

retail space as over one thousand stores across 71 cities in India and employees over

35,000 people.

The companies leading formats include Pantaloons a chain of fashion outlet, Big

bazaar, uniquely Indian hypermarket chain, food Bazaar a supermarket chain blends

he look, touch and feel of Indian Bazaars with aspects of modern retail like choice

convenience and quality and control a chain of seamless destination malls.

FUTURE GROUP

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

leading business house with multiple business spanning across the consumption

space. While retail firm the core business activity of future group, group subsidiaries

are present in consumer finance, capital, insurance, brand development &

entertainment. The first set of Big bazaar store open in 2001 in Kolkata, Hyderabad

and Bangalore.

A layout chart of Big bazaar located at bansankari

LAYOUT INDEX

1. FOOD BAZAAR

2. CROKERY & UTENSILS

3. SOAPS AND DARTERGENT

4. PERFUMES & COSMETIC



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5. MEDECINES

6. DRY FRUITS

7. PILLARS USED FOR DISPLAYING INFORMATION (SIZE CHART,

SECTION DESCRIPTION)

8. KIDS CASUAL WEAR

9. KIDS WINTER WEAR

10. KIDS JEANS AND SHORTS

11. INFANT SHIRTS AND T-SHIRTS

12. ACCESSORIES-SUNGLASSES, WRIST WATCHES ETC.

13. SOFT TOYS

14. SPORTS ITEMS

15. BOOKS FOR KIDS

16. DIFFERENT VIDEO GAMES FOR KIDS

17. LADIES SAREE

18. LADIES WESTERN

19. LADIES ETHINIC

20. LADIES ACCESSORIES LINGERIES

21. GOLD BAZAAR

22. MENS FORMAL

23. MENS WESTERN

24. MENS ETHINIC

25. MENS INNERWEAR

26. FOOT WEAR

27. CASH COUNTER

28. LADIES ACCESSORIES



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29. HOME BAZZAAR

30. BATHROOM FITTINGS

31. ELECTRONIC BAZZAAR

32. HARDWARES

33. MUSIC STORES

34. FOOD COURT

35. FUN ZONE FOR KIDS

DESCRIPTION

HELP DESKAs you can see from the layout, the Help Desk is located in the

first floor. A person can get all information about the stores of big bazaar from the

person sitting in the help desk. Help Desk uses paging service as a tool for the

convenience of its employees and customers.

KIDS SECTION The kids section is located in the first floor of big bazaar. In

the kids section kids accessories like diapers, trolleys, suckers, water bottles are

available in one part. Kids jackets and baba suits are available in another part. Kids

casual wear (jeans and shorts) are placed in one part of it and infant shirts & t-shirts

are also placed in another part. In this section the pillars are used for displaying

information like size chart and section description. The apparels are available at a

price of Rs149 to Rs499 onwards.



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MENS SECTION Next to it is the mens section that is in the first floor . It is

divided in to three parts. At one part men formal shirts (150-799) are available. In

other parts men trousers, suits and blazers (999-2499), fabrics and ethnics (150-2299)

are available respectively.

LADIES SECTION Next to it is the ladies section that is in the extreme right

side. The ladies section is segregated in to three parts. Ladies section starts from

ladies ethnics (299-1199), ladies western wear (149-899),, ladies sarees(149-4999)

ladies accessories lingeries, respectively.

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

other products which are available with a promotional scheme. The various products

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

Non-Promotional scheme There are various other products available without

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

night wear, kids salwar suits etc.

Sports Store Beside the kids section there is a sports store where various kinds

of sport items are available.

Gold bazaar- gold bazaar is located between ladies section and mens section in

the first floor. It the store where the customer can purchase gold of genuine quality.



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Food Bazaar The food bazaar is in the ground floor of the building. Various

kinds of food items, fruits and vegetables are available there. Sitting arrangements are

well made so that people can sit and take tea, coffee or snacks or any other food item.

Food court - At the top floor there is a food court. Where the customer can relax

and can have food also.

Fun zone This section is located at the top floor of the big bazaar with the food

court at the one side and fun zone at one Conner.

Cash Counter The cash counter is located just near the exit

BOARD OF DIRECTORS

Mr. Kishore Biyani, Managing Director

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

Group Chief Executive Officer of Future Group.

Mr. Gopikishan Biyani, Wholetime Director

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

experience in the textile business.

Mr. Rakesh Biyani, Wholetime Director

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

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

implementation of the various new retail formats.

Mr. Ved Prakash Arya, Director



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

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

Globus.

Mr. Shailesh Haribhakti, Independent Director

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

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

Accountants and past president of Indian merchant Chambers. He is on the Board of

several Public Limited Companies, including Indian Petrochemicals Corporation

Ltd., Ambuja Cement Eastern Ltd. etc. He is on the Board of Company since June 1,

1999.

Mr. S Doreswamy, Independent Director

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

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

Dr. D O Koshy, Independent Director

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

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

textiles and garment industry and was instrumental in the setting up of NIFT centres

in Delhi, Chennai and Bangalore. He is a renowned consultant specializing in

international marketing and apparel retail management.

Ms. Anju Poddar, Independent Director

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

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

Commerce Ltd and Samay Books Ltd,



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Ms. Bala Deshpande, Independent Director

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

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

Indus League Clothing Ltd,

Mr. Anil Harish, Independent Director

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

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

IndusInd Bank and Hinduja TMT,

Major Milestones

1987 Company incorporated as Manz Wear Private Limited. Launch of

Pantaloons trouser, Indias first formal trouser brand.

1991 Launch of BARE, the Indian jeans brand.

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

1994 The Pantaloon Shoppe exclusive menswear store in franchisee format

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

garments through multi-brand retail outlets across the nation.

1995 John Miller Formal shirt brand launched.

1997 Pantaloons Indias family store launched in Kolkata.

2001 Big Bazaar, Is se sasta aur accha kahi nahin - Indias first

hypermarket chain launched.

2002 Food Bazaar, the supermarket chain is launched.



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2004 Central Shop, Eat, Celebrate in the Heart of Our City - Indias first

seamless mall is launched in Bangalore.

2005 Fashion Station - the popular fashion chain is launched

2006 Future Capital Holdings, the companys financial arm launches real

estate funds Kshitij and Horizon and private equity fund In division. Plans

forays into insurance and consumer credit. Multiple retail formats including

Collection i, Furniture Bazaar, Shoe Factory, EZone, Depot

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

venture agreements with ETAM Group and Generali.

2007- future group cross $1 billion mark.

2008- Future group holding becomes the second group company to make a

successful initial public offering in the Indian capital market.

2009- Total operational retail space crosses 10 million sq feet mark. Future

group acquires rural chain. Adhar present in 65 rural location.

2010- Big bazaar crosses the 150 store mark making one of the fastest ever

expansion of a hyper market format anywhere in the world.

Future Group

Future Group is one of the countrys leading business groups present in retail, asset

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

Future Group is present in 61 cities and 65 rural locations. The groups flagship

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

(930,000 m2) of retail space, has over 1,000 stores and employs over 30,000 people.

Some of its leading retail formats include Pantaloons, Big Bazaar, Central, Food



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Bazaar, Home Town, eZone, Depot, Future Money and online retail format

www.futurebazaar.com.

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

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

Bar and Bowling Co. Future Capital Holdings, the groups financial arm, focuses on

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

are being invested in developing retail real estate and consumer-related brands and

hotels.

The groups joint venture partners include Italian insurance major Generali, French

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

based Lee Cooper and India-based Talwalkars, Blue Foods and Liberty Shoes.

Future Groups vision is to, Deliver Everything, Everywhere, Everytime to Every

Indian Consumer in the most profitable manner. The group considers Indian-ness

as a core value and its corporate credo is - Rewrite rules, Retain values.

MAJOR INDIAN RETAILERS

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

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

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

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

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

RPG Retail-Formats: Music World, Books & Beyond, Spencers Hyper, Spencers

Super, Daily & Fresh



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PantaloonRetail-Formats: Big Bazaar, Food Bazaar, Pantaloons, Central, Fashion

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

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

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

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

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

Franchise brand stores.

Pyramid Retail-Formats: Pyramid Megastore, TruMart

Nilgiris-Formats: Nilgiri's supermarket chain

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

Trinethra- Formats: Fabmall supermarket chain and Fabcity hypermarket chain

Vishal Retail Group-Formats: Vishal Mega Mart

BPCL-Formats: In & Out

Reliance Retail-Formats: Reliance Fresh

Reliance ADAG Retail-Format: Reliance World

German Metro Cash & Carry

Shoprite Holdings-Formats: Shoprite Hyper

LITERATURE REVIEW

BY SOUMEN CHATTERJEE

Unique customer perception (UCP): According to soumen, Unique Customer

Perception is what is required by companies instead of Unique Selling Proposition. It

is ultimately that customer look for satisfaction based on the picture of perception

derived from various sources. If these perceptions of customer can be analyzed then



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promotion would be easier for customer centric marketing. This has lead to the

concept - Customer Perception is the Rule and not Customer Satisfaction.

HUAWEI

Satisfy customers perception is the biggest challenge: In meeting customers'

requirements and measuring customers' satisfaction indexes, customer perception

should be definitely a key consideration. Qualified services in the operation execution

layer, technical management layer and business development layer are necessary. It is

more important to understand customer expectations and make efforts to exceed their

expectations. In customer satisfaction management, the biggest challenge is customer

perception management, or customer perception satisfaction. The major

characteristics of service is intangible, hence the core value of services is not like a

physical product but the spiritual experience and perception of customers. The final

aim and ideal effect of service provisioning is to have customers perceive and enjoy

the service. Such perception is both at psychological and behavior levels, and it is the

contents of high quality life in the modern society. Customers are seeking for

material deliverables as well as perceptive enjoyment when purchasing a service

product. Since perceptive enjoyment is a vital service objective, one of the key

service management objectives shall be meeting customers' perceptive enjoyment.



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CSD


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Big Bazaar: Is se sasta aur acha kahin nahin

Big bazaar is the companys foray into the world of hypermarket discount stores, the

first of its kind in India. Price and the wide array of products are the USPs in Big

Bazaar. Close to two lakh products are available under one roof at prices lower by 2

to 60 per cent over the corresponding market prices. The high quality of service, good

ambience, implicit guarantees and continuous discount programmes have helped in

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

compared the rush at Big Bazaar to that of a local suburban train.



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Food Bazaar Wholesale prices

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

International supermarket atmosphere with the objective of giving the customer all

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

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

launched an aggressive private label programme with its own brands of tea, salt,

spices, pulses, jams, ketchups etc. With unbeatable prices and vast variety (there are

42 varieties of rice on sale), Food Bazaar has proved to be a hit with customers all

over the country.

Big Bazaar

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

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

success in many Indian cities and small towns. Big Bazaar provides quality items but

at an affordable price. It is a very innovative idea and this hypermarket has almost

anything under one roof.Apparel, Footwear, Toys, Household Appliances and

more. The ambience and customer care adds on to the shopping experience.

Is Se Sasta Aur Accha Kahin Nahin !!



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What's in store for you at Big Bazaar?

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

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

corresponding market price, coupled with an international shopping experience.

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

success for you.

Products available in Big bazaar


Apparel and Accessories for Men, Women and Children.Baby Accessories.

Cosmetics

Crockery

Dress Materials Suiting & Shirting

Electrical Accessories

Electronics

Footwear

Toys

Home Textiles

Home Needs

Household Appliances

Household Plastics

Hardware

Home Decor

Luggage

Linens

Sarees

Stationery

Utensils & Utilities


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Food Bazaarscore concept is to create a blend of a typical Indian Bazaar and

International supermarket atmosphere with the objective of giving the customer all

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

also the comfort to See, Touch and Feel the products.

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

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

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

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

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

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

by June 2003.

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

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

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

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

economical and affordable prices without any compromise on quality. This satisfies

the Indian consumer and comforts her before making her final buying decision. At

other super markets, the consumer is deprived of this factor.

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

kitna Aasaan.

Food Bazaar represents the companys entry into food retail and is



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

provide the much important touch & feel factor which Indian housewives are used

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

grocery, FMCG products, milk products, juices, tea, sugar, pulses, masalas, rice

wheat etc, besides fruits and vegetables. All products are sold in MRP or at discounts

range between 2% to 20%. Fruits and vegetables are sold at prices comparable to

wholesale prices.



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CHAPTER -III

i) Data collection

ii) Data analysis and interpretations



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Data Collection

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

These categories are,

i) Primary data ii) Secondary data

DATA COLLECTION

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

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

data collected.

PRIMARY SOURCES:

Questionnaire

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

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

The language is simple to understand.

Interview

Information was also obtained by conversation with Customers .they were

interviewed personally.

SECONDARY DATA: The second information is taken from company document

available on websites



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The other related journals information and industry associations sites have also been

viewed.

SAMPLING DESIGN

In the backdrop o f ob jec t ive se t , a sample s tudy conduc ted in

Delh i& NCR.

SAMPLE SIZE: 80 CONSUMERS contacted during this research work. The nature

of sampling is NON PROBABITITY CONVINANCE SAMPLING helped in

keeping the path of research in focus throughout the work.

Collection of the questionnaire

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

Problem faced while collecting and filling questionnaire

Some of the respondents were hesitant to answer the questionnaire.

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

unanswered.

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

added they added their own choice or left it unanswered.

Tabulation

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

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



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ANALYSIS

I have done a market field survey on big bazaar. I have surveyed around 80

respondents of big bazaar bansankari who come to visit big bazaar. A specific

questionnaire is prepared for the customers and data is obtained from them by

moving around big bazaar and personally interacting with them. The customers gave

me valuable information regarding their consumption pattern in big bazaar. I

collected all those information and a proper analysis is done.

All the analysis and its interpretations are discussed below. Each of the analysis is

done as per the information obtained from the customers and a serious interpretation

has been done to best of my effort.



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INCOMEGR

OUP

5

%

5

0%

2

0%

2

5%

H

ig

h

e

r

I

n

c

om

e

G

ro

u

p

(

>

R

s.

6

0

0

0

0)

M

id

d

l

e

I

n

c

om

e

G

ro

u

p

(

R

s

.

4

0

0

0

0

-6

0

0

0

0

)

L

ow

e

r

I

n

c

o

me

G

ro

u

p

(

R

s

.

1

00

0

0

-

4

00

0

0

)

N

o

I

n

c

o

m

e

Gr

o

u

p

( Rs.60000 pm) that

constitute only 5%. The lower income level of people coming to big bazaar

constitutes of 20%. 25% of people belong to no income group which mostly consists

of students.

Interpretation: Big bazaar is the hub of shopping for middle level income

group people because of its reasonable price on its each product category. The higher

level income group people dont prefer to do shopping in big bazaar as it doesnt deal

with branded products. The higher level income group people are very status

conscious and their psychology is such type that they dont prefer much to visit big

bazaar as it is a discounted store. The lower income group people come in to big

bazaar as they get goods at a discounted price. Hence big bazaar should include

branded products in its product category which will encourage higher income group

people to come in to big bazaar. Probably not much of lower income group people

come to big bazaar as they dont like to have any shopping experience rather they just

go for nearby store where they can get their necessity goods. Even they purchase

goods on a regular basis on a small quantity. So they dont have much interest to

come to big bazaar and do shopping.



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Customers visit Big Bazaar

Interpretation: From this I interpret that in big bazaar 34% customers visit

monthly, 29% customer visit weekly 23% customers visit quarterly and 14%

customers visit on planned basis , it means mostly customers visit weekly and

monthly basis for purchase their requirements.


Weekly29%

Monthly34%

Quarterly23%

On unplanned basis14%


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Apart from Big Bazaar visit retail outlet

Interpretation: From this I interpret that 64% customers of big bazaar visit

other retail stores for their requirements and 36% customers of big bazaar generally

do not visit other retail stores. It shows that customers satisfaction level is more in

big bazaar.

Purpose behind visiting big bazaar

Shopping 60%Outing 10%Both 30%


Yes 64%

No 36%


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Analysis:The above graph shows that 65% of people visit garment outlet in a

mall other than that of big bazaar. 30% of people also prefer to visit food court in a

mall other than big bazaar. 20% of the people go to footwear outlet in a mall other

than big bazaar. 20% of people also go to mall for entertainment purpose. Some

people that are 10% each also visit gift corner store and jewellery & watches store in

a mall other than big bazaar.


Garment Outlet 65%

Footwear Outlet 20%

Food Court 30%

Entertainment 20%

Gift Corner 10%

Jewelers and Watches Store 10%


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Interpretation: From this analysis I come to know that most of the people

tend to visit garment outlets in a mall other than big bazaar as it has some exclusive

branded outlets. People also go for footwear stores as malls have branded footwear

stores in it. People go for watching movies to mall for entertainment. Yet a few

people visits gift corners and jewellery stores in a mall. This is of course a threat for

big bazaar that it is not able to attract customers from other retail outlets and retain

them with it. Big bazaar should definitely include more of branded products in its

product category in order to bring in the customers of mall to it and retain them with

it. It can include some of the exclusive branded outlets of cloths and jewellery in it in

order to attract the brand choosy customers.

Products mostly purchased by customers in big bazaar

Clothes 60%

Grocery 70%

Food Item 50%Leather Item 25%

Electronic Item 15%

Gift Item 10%

Any other Item 10%



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0% 20% 40% 60% 80%

Clothes

Grocery

Food Item

Leather Item

Electronic Item

Gift Item

Any other Item

Series1

Analysis: This chart clearly indicates that the demand for grocery that is 70% is

highest by the customers followed by clothes rated 60%. The next highest demand is

for food items that is 50%. 25% demand is for leather items in big bazaar. Electronic

items holds 15% of demand and gift items and other items has a demand of only 10%

by the customers of big bazaar.

Interpretation:From this analysis I interpret that customers demand are high

for grocery and clothes followed by food items in big bazaar. Electronic items have a

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

the customers. I can interpret that clothes, grocery and food items are the major

products which hold maximum number of customers. So big bazaar should maintain

its low pricing and product quality to keep hold of the customers and also it should

keep more qualitative products of gift and leather items so that people would go for

more purchase of these items from it. Big bazaar has many local branded products of



52/88

grocery and cloths and it is successfully selling it. It should also include branded

products so that more sales can take place.

Expenditure pattern of customers coming in to big bazaar

Below Rs.500 /single visit 11%

500-1000 /single visit 16%



More than 2000 /single visit 29%

EXPENDITURE PATTERN

11%

16%

22%22%

29%Below 500

500-1000

1000-1500

1500-2000

More than 2000

Analysis: We can clearly see from this graph that majority of the customers spend

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

big bazaar. Equal number of people that is 22% of people each spend Rs 1000-1500

and Rs 1500-2000 respectively in a visit to big bazaar.16% of people spend Rs 500-



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1000 and only 11% of customers are there who spends less than Rs500 in their visit

to big bazaar.

Interpretation: From this I interpret that most of the customers purchase goods

in bulk which leads them to spend a lot. Volume sales are high in big bazaar.

Customers tend to purchase more goods from big bazaar as it provides goods at a

discounted rate. Probably those persons who spend more in a visit to big bazaar are

purchasing on a monthly basis. Those customers who are spending very less money

that is below Rs 500 are mostly coming in just to move around big bazaar and spend

time. In the process they used to spend money on food items and also purchase some

products while roaming in it. Impulse buying behavior of customers comes in to play

to a large extent. More discounts shall be provided to people who does bulk purchase.

This will encourage people to purchase more products.



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Time spent by customers in shopping in big bazaar

Less than half an hour 10%

Half an hour to 1 hour 15%

1 hour to 1 1/2 hours 35%

1 1/2 hours to 2 hours 22%

More than 2 hours 18%

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

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

22% respondents also said that they spend 1 hours to 2 hours in their visit to big

bazaar. Only 10% of people said that they spend very little time that is less than half

an hour in big bazaar.

Interpretation: As per the given data I interpret that customers are very product

choosy now a days and thats why they spend a lot of time in shopping in big bazaar.

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

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

who spend half an hour or less than half an hour in big bazaar are those persons who

just come to purchase limited products and come only because of low pricing of

products. People also spend much time in it but purchase very few goods. The sales

personnel should focus on the people who take long time in shopping and purchases a

lot and provide special kind of service to them as they are the major customers.



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Comparison of footfalls in weekdays and weekends

FOOTFALLS

40%

60%

Weeks days

Weekends

Analysis: The above graph shows that more number of people comes to big

bazaar in weekends than that of week days .40% of people visits big bazaar in

weekdays where as 60% of people visit big bazaar in weekends.

Interpretation: I can clearly interpret from this that most of the people tend to

visit big bazaar in weekends rather than that of week days. There are more footfalls in

big bazaar in weekends than that of week days. Though there is not much difference

as 40% of people visit big bazaar in week days hence in weekends the footfall


Weeks days 40%

Weekends 60%


57/88

increases by 10%. As people come more in weekends, so big bazaar should keep it

open for more time in week ends. The infrastructure can be changed a bit in week

ends so that customers can see more products clearly and can move around

comfortably. In order to bring in more number of customers in week days big bazaar

should provide some schemes in week days which will encourage people to come in

to it in week days also. Hence the crowd is more in weekends and big bazaar should

avail more parking spaces for its customers in weekends. It can make some

temporary arrangement for parking every weekend. It should not spend much money

in advertising and displaying of products in weekdays rather it should advertise and

display products more in weekends as more number of people comes in weekends.



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Customers preference of timing to visit big bazaar

Analysis: The above pie chart shows that most of the people prefer to visit big

bazaar in evening time than that of the day time. Only 25% of people tend to visit big

bazaar during day time while 75% of people tend to visit big bazaar during after noon

time.

Interpretation: From the above analysis I interpret that evening time is the

peak time for big bazaar and day time is the off peak time for big bazaar. There is

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

time. Probably more of products are being sold during evening time in big bazaar

than that of day time. Big bazaar shall provide some special offerings during day time

so that more people should come in during day time. It could offer some special kind


10 A.M - 1 P.M 8%

1 P.M 3 P.M 17%3 P.M 6 P.M 35%

6 P.M 10 P.M 40%


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of product in daytime which will be not available during evening time. In this way it

will bring in more number of people during day time for getting the special kind of

products but along with that it will be able to sale other products as people do a lot of

impulse buying at big bazaar.

Comparison of customers purchasing with planned list of

products and purchasing products on unplanned basis



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Ever 10%

Analysis: As shown in the graph out of my total respondents of 80, 50% of

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

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

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

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

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

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

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

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

food bazaar to have food together and to have chit chat among them. The customer

who comes with a planned list of products purchases more products than that of the

customers who comes without any planned list of products. So big bazaar should

provide more variety and essential goods so that more number of people should come

in with a planned list of products.


Yes 50%

No 40%


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Brand preference of customers in big bazaar

Yes 10%

No 50%

Depends on category 40%

BRAND PREFERENCE

10%

50%

40%

Yes

No

Depends on

category

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

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

deny that they dont prepare in list of brand in advance. 40% of people told that they

prepare a list of brand depending on the product category.



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Interpretation:From this I interpret that customers dont opt for much brand

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

brands but depending on the product category. Customers probably dont decide for

brands on products as there are not much of known branded products available at big

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

branded products. Customers purchase a lot of these as its cheap in price even though

its quality is not so good. As most of the customers belong to lower class and middle

class people, they purchase those local branded products as it gives them value for

money. Different products of the same category have different prices. Quality of

products varies with the price. This enables customization of products for various

types of customers. Customers search for brands mostly in apparel section. Some

customers also pre decides the brand on the local manufactured grocery and food

products of big bazaar. Big bazaar should include more of the branded products in its

each category so that customers have more options to choose among the brands. This

will bring in more number of people to big bazaar which will definitely increase the

sales.



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Comparison of brand preference on different product category


Cloths 40%

Grocery 40%

Gift Items 33%

Electronic Items 25%

Leather Items 2%

Any Other Item 12%


65/88

0%

5%

10%15%

20%

25%

30%

35%

40%

45%

Cloths

Leathe

rIte

ElectronicIte

m

Grocery

GiftItem

s

AnyO

therIte

Series1

Analysis: This graph shows that cloths and grocery are the only two items on

which customers mostly prefer the brands that is 40% each. 33% brand preference is

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

and 12% on any other item.

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

decided in advance and for some of the products customers dont at all pre decide any

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

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

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

also have some well known branded products of clothes with it like flying machine

jeans.



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Mode of payment of customers in big bazaar

Analysis: As per my study is concerned, out of the total respondents 55% of

people make cash payment in big bazaar. 19% of them uses credit card as their mode

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

card.

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

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

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

interpret that quick exchange of money for goods is done in big bazaar as most of the

people mode of payment is cash payment. Hence sometimes big bazaar has to wait

for a short time period as some of the customers make their payment through credit

and debit card.


Cash Payment 55%

Credit Card 19%

Debit Card 26%


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Comparison of factors which encourages customers to come in to big

bazaar

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

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

respondent said they are mostly encouraged to come to big bazaar as it has variety

options. Even most of the customers said that they get goods there in a discounted

price and so they come in to it. Many customers also said that they feel good about

the service and ambience provided by big bazaar. Around 35% of customers also said

that convenience is also another factor which leads them to come to big bazaar.

Product quality is rated at very low that is only 20% which encourages the customers

to come to big bazaar.


Price 60%

Service 40%

Ambience 50%

Product Variety 65%Product Quality 20%

Convenience 35%


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Interpretation:From this analysis I interpret that big bazaar is a well known

for its variety options. People mostly come to big bazaar as they get various kinds of

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

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

ambience to its customers which encourages them to visit big bazaar more and more

times. I can also interpret from this that big bazaar has located itself in a good place

from where it is able to attract customers. As a hypermarket which is to be located far

off the city, big bazaar has located itself in a good place from where it is convenient

for people to visit big bazaar. Big bazaar should try and produce more qualitative

products so that customers can get more satisfaction and would never think of not

doing shopping in big bazaar.

Services of the sales personnel in Big Bazaar

Very good 17%

Good 29%

Ok 36%

Poor 13%

Very poor 5%

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

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

realize Poor and 5% customers is very dissatisfied with sales personnels in Big

Bazaar.



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Customers mode of transport to big bazaar

Hired Vehicle 10%

Two-wheeler 40%

Four-wheeler 35%

Any Other 15%

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

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

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

visits big bazaar on hired vehicles. 10% customers of the total respondent comes in

any other mode of transport.

Interpretation: From the above data I interpret that there are more number of

four wheelers coming found in big bazaar than that of two wheelers. People prefer

more to go to big bazaar in four wheelers than that of two wheelers. A few people are



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

tourists.

Parking space availability in big bazaar

AVAILABILITY OF PARKING SPACE

45%

45%

10%

Less than

adequate

Adequate

More than

adequate


Less than adequate 45%

Adequate 45%

More than adequate 10%


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

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

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

adequate space is available for parking in big bazaar.

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

satisfied with the parking space availability provided by big bazaar. Hence its a

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

availability. Even though many customers say adequate space is available for parking

in big bazaar but also it is a threat for big bazaar as it is seen more number of people

are expected to come in to big bazaar. In holidays probably it will be very difficult for

customers to park their vehicle in big bazaar.



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Comparison of Big bazaar with any Kirana store

Price Service Variety Quality

Convenienc

e

Shopping

Experience Ambience

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

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



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70

50

100

40

25

9095

30

50

0

60

75

1050

20

40

60

80

100

120

Price

Service

Varie

ty

Quality

Con

venie

n

Sho

ppingEx

perie

Ambie

nc

Big bazaar

Kirana store

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

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

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

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

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



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products available at big bazaar than that of kirana store. As per quality of goods is

concerned 60% of the customer say kirana store provides better qualitative products

while 40% of the customers say big bazaar also provides qualitative products. 75%

people say it is more convenient for them to go to a kirana store while 25% of them

say going to big bazaar is more convenient for them. Around 90% of respondents

said it is a good shopping experience at big bazaar while 10 of them said that they

also have a good shopping experience at kirana store. As per ambience is concerned

95% of customers said big bazaar provides much nice ambience than big bazaar

while 5% of them said that ambience provided by kirana store is also equivalent to

that of big bazaar.

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

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

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

its attributes and out compete the kirana store so that it can convert the customers of

kirana store to be the customers of big bazaar.

Comparison of Big bazaar with others Organized retailers

based on following points

Price Service Variety Quality

Convenienc

e

Shopping

Experience Ambience



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

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

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

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

other organized stores store provides more satisfaction to customers. Big bazaar

should try to improve on each of its attributes and out compete the other organized

stores.



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SWOT ANALYSIS OF BIG BAZAAR

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

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

opportunities and threats of big bazaar.

Strengths of Big bazaar

Large variety option

Cheap price

Huge customer Base

Volume sales

Weaknesses of Big bazaar

Lacks in branded products

Low in product quality

Unable to provide enough parking space to its customers

Threats for Big bazaar

Opening up of other discounted stores like Vishal mega mart

Convenience of customers to nearby kirana stores

Availability of products in other retail outlets



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Opportunities for Big bazaar

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

cities of the country.

To grab the rural market

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

branded products.

Add more products to its product category



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CHAPTER-IV

Findings



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FINDINGS

1. Most of the customers buy their requirement in Big Bazaar on the basis of Weekly

and monthly basis. Customers realized that Big Bazaar stores provide qualitative

products/service with reasonable price.

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

customers.

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

quantities of the customers & profit show that Big Bazaar most accepted name in

organized retail chain in India.

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

product with reasonable cost.

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

6. Big bazaar has positioned itself in the market as a discounted store.

7. Big bazaar holds a huge customer base. The majority of customers belong to

middle class family.

8. Impulse buying behavior of customers comes in to play most of the times in big

bazaar.

9. There are more than 168 big bazaars in different cities of India; it seems that there

is a vast growth of big bazaar lying as customers demand is increasing for big

bazaars.

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

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



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

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

all through the year.

11. The major players in retail industries are Big bazaar, The Tata Groups (Croma,

Westside), Vishal Retail Group, Reliance Retail, & Sabka Bazaar etc.

SUGGESTIONS



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

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

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

can easily park their vehicles.

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

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

reduce the rush and save the customers time. This will be a kind of motivator

for the customers of big bazaar.

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

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

During the off peak hours big bazaar should provide some offers to its

customers so that people would be encouraged to come to big bazaar during

off peak hours. The customers who are present in the mall during the off peak

hours of big bazaar will definitely go in to big bazaar if surprise offers are

made at that time.

Customer care department is needed to take proper care of customer

complaints and queries. The person sitting at the help desk of big bazaar



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should be able to provide all necessary information to the customers whenever

it is required.

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

crowd comes in to big bazaar during those days.

Conclusion



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Big bazaar is a major shopping complex for todays customers. It is a place where

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

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

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

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

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

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

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

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

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

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

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

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

in different cities of India, it seems that there is a vast growth of big bazaar lying as

customers demand is increasing for big bazaars.

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

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

class people.

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

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

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

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

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



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

Grocery, apparels and food items are the products which are demanded most by the

customers of bansankari in big bazaar. The major drawback of big bazaar is that it

lacks in providing enough parking space for its customers. This may discourage the

customers to come to big bazaar and shop as they face difficulty in parking their

vehicles. Even though some customers say that they dont feel problem in parking

their vehicle, it is because of the parking space available to them by the mall. As it is

surveyed it seems that the biggest competitors of big bazaar are the kirana stores,

discounted specialty stores like Vishal mega mart, Delhi bazaar Big bazaar, The Tata

Groups (Croma), Reliance Retail, & Sabka Bazaar etc.



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CHAPTER V

LIMITATIONS OF STUDY



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Limitations of study

Certain limitations do creep in a research study due to constraints of the time, money

and human efforts, the present study is also not free from certain limitation, which

were unavoidable.

Although all effort were taken to make the result of the work as accurate as possible

as survey but the survey have following constraints.

I- Some customers were not willing to give appointment due to their busy schedule.

II- Due to very large size of the population, only a selected sample of customer could

be contacted.

III- Due to time constraint and other imperative work load during the period it could

not be made possible to explore more area of concern pertaining to study.

IV- Also impossible for company to prove information is confidential.

V-Due to fast pace of life, some customers were not able to do justification to the

questionnaire.

VI-Personal biases might have come while answer the questionnaire.

VII-As per company rule many information was not disclose as the manager are busy

in their daily schedule. It is not possible for us to spend more time in interaction with

them.



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