A Study on Buying Behaviour of customers in Big Bazaar

RESEARCH PROJECT REPORT
ON
A Study on Buying Behavior of Customers in
Big Bazaar
1
CONTENTS
CHAPTER-I -!
""
i# Introduction 2
ii# Objectives of the study 4
iii# Scope of the study 5
iv# Importance of study 6
v# Research Methodoloy !"#
CHAPTER-II $-%%
Theoreti&a' (ers(e&tive 1$"%%
&
CHAPTER-III %)-*+
i# 'ata collection %5"%6
ii# 'ata analysis and interpretations %!"!5
CHAPTER-I, *--!.
i# (indins of research !!"!#
ii# Recommendations !)"#$
iii# *onclusion #1"#2
CHAPTER-, !%-$/
0imitations of the study #4
ANNE12RE3S#
+uestionnaire
Bi4'iogra(hy
2
0IST O5 6RAPHS 7 CHARTS
1, *ustomer s monthly income %#
2, *ustomers visit -i -a.aar 4$
%, /part from -i -a.aar visit retail outlet 41
4, 0urpose behind visitin bi ba.aar 42
5, 'emand for other retail outlets in a mall 4%
6, 0roducts mostly purchased by customers 45
!, 12penditure pattern of customers comin 4!
#, 3ime spent by customers in shoppin 4)
), *omparison of footfalls in 4ee5days and 4ee5ends 51
1$, *ustomers preference of timin to visit bi ba.aar 5%
11, 6ist of products and purchasin products on a unplanned basis 55
12, -rand preference of customers in bi ba.aar 5!
1%, *omparison of brand preference on different product cateory 5)
14, Mode of payment of customers in bi ba.aar 61
15, *omparison of factors 4hich encouraes customers to come 6%
16, Services of the sales personnel in -i -a.aar 65
1!, *ustomers7 mode of transport to bi ba.aar 66
1#, 0ar5in space availability in bi ba.aar 6#
1), *ustomers preference to4ards 8irana store 6)
2$, *omparison of -i ba.aar 4ith any 8irana store !1
21, *omparison of -i ba.aar 4ith others Orani.ed retailers !%
%
CHAPTER - I
vi# Introdu&tion
vii# O48e&tives of the study
viii# S&o(e of the study
i9# Im(ortan&e of study
4
Introdu&tion
/s customer7s tastes and preferences are chanin& the mar5et scenario is also
chanin from time to time, 3oday7s mar5et scenario is very different from that of the
mar5et scenario before 1))$, 3here have been many factors responsible for the
chanin mar5et scenario, It is the chanin tastes and preference of customer 4hich
has bouht in a chane in the mar5et, Income level of the people has chaned9 life
styles and social class of people have completely chaned no4 than that of olden
days, 3here has been a shift in the mar5et demand in today7s 4orld, 3echnoloy is one
of the major factors 4hich is responsible for this paradim shift in the mar5, :e4
eneration people are no more dependent on haat mar5et and far off departmental
stores, 3oday 4e can see a ne4 era in mar5et 4ith the openin up of many
departmental stores& hyper mar5et& shopper7s stop& malls& branded retail outlets and
specialty stores, In today7s 4orld shoppin is not any more tiresome 4or5 rather it7s a
pleasant outin phenomenon no4,
My study is based on a survey done on customers of a hypermar5et named bi ba.aar,
-i ba.aar is a ne4 type of mar5et 4hich came into e2istence in India since 1))4, It
is a type of mar5et 4here various 5inds of products are available under one roof, My
study is on determinin the customer7s buyin behavior of customer7s in bi ba.aar
and the satisfaction level of customers in bi ba.aar, My study 4ill find out the
current status of bi ba.aar and determine 4here it stands in the current mar5et,
5
3his mar5et field survey 4ill help in 5no4in the present customers tastes and
preferences, It 4ill help me in estimatin the customer7s future needs & 4ants ;
demands,
6
OB:ECTI,ES O5 THE ST2;<
= 3o find out the buyin behavior of the customers comin in to -i -a.aar in
:*R,
.= 3o determine the current status of -i -a.aar,
%= 3o find out the customers response to4ards -i -a.aar,
)= 3o study the satisfaction level of customers in different attributes of -i -a.aar=
5. 3o identify main competitors of -i -a.aar,
!
S&o(e of Study
3he scope of this research is to identify the buyin behavior of customers of -i
-a.aar in :*R area, 3his research is based on primary data and secondary data, 'ue
to time constraint only limited number of persons contacted, 3his study only focuses
on urban buyin behavior of customers because the research conducted in :*R area,
3he study does not say anythin about rural buyin behavior of customer because
rural norms<status<attitude ; acceptance of the rural customers differs 4ith urban
customers, 3he scope of research is limited for :*R area, It provides help to further
the research for orani.ed retail sector in :*R area, It aim to understand the s5ill of
the company in the area li5e technoloical advancement& competition in manaement,

#
Im(ortan&e of Study
3he study sho4s customers buyin pattern 4ith -i -a.aar in :*R area, Its provide
uideline for further research in :*R area for orani.ed retail, Research says about
customer buyin behavior to4ards -i -a.aar in :*R area, 3he study rate of
customer satisfaction level 4ith -i -a.aar for :*R area, 3he research is also
important to identify Mar5et si.e& ro4th and Mar5et 0otential of -i -a.aar in
:*R area, 3he research sho4s future Scenario of -i -a.aar in current perspective,
3he study sho4s Opportunities and challenes for -i -a.aar respect of internal ;
e2ternal environment, Research say about main competitors in the field of orani.ed
retail sectors, 3he study provide uideline to further e2tension of -i -a.aar in :*R
area ,3he study provide help to 5no4 the customers satisfaction 4ith -i -a.aar
stores,
)
Research Methodology
3echnoloy& customers tastes and preferences play a vital role in today7s eneration,
Research Methodoloy is a set of various methods to be follo4ed to find out various
information7s reardin mar5et strata of different products, Research Methodoloy is
re=uired in every industry for ac=uirin 5no4lede of their products,
/rea of study>
3he study is e2clusively done in the area of mar5etin, It is a process
re=uirin care& sophistication& e2perience& business judment& and imaination for
4hich there can be no mechanical substitutes,
Research 'esin "
12ploratory Research,
Samplin 'esin>
n 0robability samplin" *onvenience samplin
Sample Si.e>
%5$ *ustomers
1$
'ata *ollection > "
'ata is collected from various customers throuh personal interaction,
Specific =uestionnaire is prepared for collectin data, 'ata is collected 4ith mere
interaction and formal discussion 4ith different respondents, Some other relevant
information collected throuh secondary data
3ools of /nalysis > "
3he mar5et survey about the techni=ues of mar5etin and nature of
e2penditure is carried out by personally interactin 4ith the potential customers in
-i -a.aar,
11
CHAPTER-II
3heoretical 0erspective
12
Theoreti&a' Pers(e&tive
Retai'ing
3he Indian consumer could 4ell be cro4ned 8in 4ith all economic indicators in the
riht place, +ueuin up for the coronation ceremony are a multitude of lobal
companies that are loo5in at India as the ne2t consumer mar5et po4erhouse, /nd it
seems to be the retail sector that 4ill ive the desi consumer royal status,
In this study I 4ill try to find out the present scenario of retail mar5et in India, 3his
project 4ill ive focus on the lobal scene to retail industry and 4hat 4ill drive the
ro4th of industry in the future,
Retailin is the final step in the distribution of merchandise& the last lin5 in supply
chain ? connectin the bul5 procedures of commodities to the final consumers,
Retailin in India is thorouhly unorani.ed, 3here is no supply chain manaement
perspective, /ccordin to a survey b y /3 8earney& an over4helmin proportion of
the Rs, 4$$&$$$ crore retail mar5et is @:ORA/:IS1', In fact& only a Rs, 2$&$$$
crore sement of the mar5et is orani.ed,
(rom a si.e of only Rs,2$&$$$ crore& the ORA/:IS1' retail industry 4ill ro4 to
Rs, 16$&$$$ crore by 2$$5, 3he 3O3/6 retail mar5et& ho4ever& as indicated above
4ill ro4 2$ per cent annually from Rs, 4$$&$$$ crore in 2$$$ to Rs, #$$&$$$ crore
by 2$$5
1%
/ study by Mc8insey points out that IndiaBs mar5et for consumer oods can reach a 4
C45$ billion by 2$11 " ma5in it one of the five larest in the 4orld, (urther& 80MA
in a recent report titled D*onsumer Mar5ets in India " the ne2t bi thinEB has said>
FIndia represents an economic opportunity on a massive scale& both as a lobal base
and a domestic mar5et,F 3he report& ho4ever& finds that the ne2t leap in the ro4th of
the consumer mar5et 4ill be spearheaded by the chanin dynamics of the retail
sector, F*ompanies e2pect that the ne2t cycle of chane in Indian consumer mar5ets
4ill be the arrival of forein players in consumer retailin, /lthouh ('I remains
hihly restricted in retailin& most companies believe that 4ill not be for lon&F says
'eepan5ar San4al5a& 12ecutive 'irector and Gead " *onsumer Mar5ets& 80MA
India,
('I in retail has once aain beun to appear imminent follo4in 0rime Minister
Manmohan SinhBs recent intervie4 to Mc8insey& in 4hich he e2pressed confidence
that he 4ould be able to et the 6eft parties on board on the matter, 80MA is in fact
oin ahead 4ith its plans to conduct a series of five roadsho4s in the @S and a fe4
countries in 1urope to hold discussions about the opportunities in IndiaBs consumer
mar5ets& especially in retail, /nd the numbers do lend credence to the enthusiasm,
3he 1conomist Intellience @nit H1I@I country briefin on India& 2$$5& estimates the
retail mar5et in India 4ill ro4 from C%)4 billion in 2$$5 to C6$#,) billion in 2$$), In
fact& 80MA finds that the oranised retail sector in India is e2pected to ro4 at a
hiher rate than A'0 ro4th in the ne2t five years& driven by chanin lifestyles&
stron income ro4th and favourable demoraphic patterns, /ccordin to 1I@& India
currently has more than five million retails outlets& out of 4hich )6 per cent are
smaller than 5$$ s=, ft, -ut this scenario is chanin fast, 3he structure of retailin is
14
developin rapidly 4ith malls becomin increasinly common in lare cities& and
development plans bein projected at 15$ ne4 shoppin malls by 2$$#,
Emerging trends in organized retailing
Over the last five years& a number of lare business roups such as 3ata7s& R0A&
Raheja7s and 0iramal7s has set up stores<malls and built businesses 4ithin retail,
3hesem include the Rs1,)bn (ood Jorld " a leadin supermar5et chain set up by
R0A9 the Raheja7s Rs1,#bn Shopper7s Stop " a multi"brand departmental outlet and
the *rossroads Mall set up by the 0iramal7s, Jhile many of these initiatives 4ere
initially driven by the need to use e2istin real estate& they are beinnin to assume
the contours of a serious business today,
(uel retailers& notably -0*6 and G0*6 are also e2pandin their presence from fuel
retail to rocery and convenience stores, Suitability of location& optimal utili.ation of
real estate& diversifyin business to reduce reliance on the commodity nature of fuel
retail business and improve marins are the 5ey factors that has lead fuel majors to
enter into the retailin,
/lso& e2istin family o4ned businesses are e2pandin their businesses, 3he more
successful of them are the :iliris " a -analore base food retailer& Kive5s " a 4$"year
old *hennai based chain sellin consumer durables and :arula7s " the food chain in
rth India,
15
Interestinly& manufacturers are also loo5in for for4ard interation and are buildin
chains around brands, -rands in apparel& foot4ear and durables have driven the
ro4th of specialty chains and upraded e2istin multi"brand outlet,
3heme for a mall
/lthouh the retail sector in India hihly framented and consists predominantly of
small& independent& o4ner"manaed shops& it happens to be the countryBs second
larest employer after ariculture, 3he country is currently 4itnessin a boom in
retailin& than5s mainly on account of an increase in the disposable incomes of
middle and upper"middle class households,
More and more corporate houses& includin lare real estate companies& are no4
enterin the retail business directly or indirectly, One sin of the moderni.ation
of Indian retailin is the rapid ro4th in the number of speciality malls and theme
malls, 3he 0iramals& 3atas& Rahejas& I3*& S, 8umarBs& R0A 1nterprises& /erens&
Oma2e and mea retailers li5e *ross4ords& ShopperBs Stop and 0antaloon have
ta5en the lead in oranised retailin,
16
Emergen&e of s(e&ia'ty retai'ing
3houh oranised retailin is still at a nascent stae " accountin for only around
t4o per cent of the C1#$ billion retail mar5et in India " it is li5ely to touch 1$ per
cent by the end of this decade, (our product cateories have led the oranised
retailin 4ave> foods& apparel& lifestyle products& consumer durables and
electronics, In recent times& several theme malls such as Aold Sou5 Hje4ellery
mallsI& Jeddin Mall& 1lectronic Mall& /uto Mall& etc caterin to specific needs
and occasions have been completed or announced,
Many top developers are no4 toyin 4ith the idea of developin speciality malls,
Speciality malls are already a success in the Jest& 4hereas the concept is in its
infancy in India, One could venture so far as to say speciality and theme based
retailin 4ill drive the ro4th of orani.ed retailin in India,
OR6AINSE; RETAI0IN6
Oranised retailin ot a le up durin 2$$4 4ith the openin of ne4 format stores&
rapid ro4th of e2istin players& start"up of ne4"eneration shoppin malls& the
AovernmentBs intention of allo4in a certain level of forein direct investment in
retail and the formation of a retailersB association, Jith consumer sentiment positive
durin most of 2$$4& it led to substantial spendin across a number of cateories such
as consumer durables& clothin and lifestyle& automobiles and telecom products, /t
the beinnin of this decade& oranised retailin accounted for a mere C2,) billion in
India, 3his is only 1,25 per cent of the estimated total retail mar5et, 3his share has
1!
already ro4n to 2 per cent,Aro4th projections for retail business vary 4idely, Some
studies estimate that by 2$$!& the share of oranised retail in the retail pie 4ill jump
three times to reach 5"6 per cent,
Retail in India larest industry accountin for over 1$L of the country A'0 and
around #L of the employment, Retail industry in India is at the cross road, It has
emered as one of the most dynamic and fast paced industries 4ith several player
enterin the mar5et, 3he future is promisin the mar5et is ro4in overnment
policies are becomin more favorable and emerin technoloy and facilitatin
operations,
Some 5ey facts retail in India larest industry accountin for over 1$L of the country
A'0 and around #L of the employment,
3he mar5et si.e of Indian retail industry is about @S C %12 billion,
1#
Indian &onsum(tion &osmos
'urin past decades private final consumption e2penditure has been the 5ey driver
economic ro4th in India,
3he head=uartered in Mumbai the company operates over 12 million s=uare feet of
retail space as over one thousand stores across !1 cities in India and employees over
%5&$$$ people,
3he companies leadin formats include 0antaloons a chain of fashion outlet& -i
ba.aar& uni=uely Indian hypermar5et chain& food -a.aar a supermar5et chain blends
he loo5& touch and feel of Indian -a.aars 4ith aspects of modern retail li5e choice
convenience and =uality and control a chain of seamless destination malls,
1)
52T2RE 6RO2P
(uture roup& led its founder ; roup *1O Mr, 8ishore -iyani is one of India leadin
business house 4ith multiple business spannin across the consumption space, Jhile
retail firm the core business activity of future roup& roup subsidiaries are present in
consumer finance& capital& insurance& brand development ; entertainment, 3he first
set of -i ba.aar store open in 2$$1 in 8ol5ata& Gyderabad and -analore,
A 'ayout &hart of Big 4azaar 'o&ated at Indra'o>
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21
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;ESCRIPTION
HE0P ;ES? ? /s you can see from the layout& the Gelp 'es5 is located in a place
4here everyone has their first siht that is in front of the entrance, 3his sho4s that
4hen a person enters in to bi ba.aar it can et all information about the stores of bi
ba.aar from the person sittin in the help des5, Gelp 'es5 uses pain service as a
tool for the convenience of its employees and customers,
?I;S SECTION ? 3he 5ids section is located just at the left corner of the
entrance of bi ba.aar, In the 5id7s section 5id7s accessories li5e diapers& trolleys&
suc5ers& 4ater bottles are available in one part, 8id7s jac5ets and baba suits are
available in another part, 8ids casual 4ear Hjeans and shortsI 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 displayin information li5e si.e chart and section description, 3he
apparels are available at a price of Rs5) on4ards,
@ENS SECTION ? :e2t to it is the men7s section that is in the center, It is
divided in to five parts, /t one part men formal shirts are available, In other parts men
trousers& suits and bla.ers& fabrics and ethnics are available respectively, Gere the
price ranes from a minimum of Rs)) to Rs#)),
22
0A;IES SECTION ? :e2t to it is the ladies section that is in the e2treme riht
side, 3he ladies section is sereated in to seven parts, 6adies section starts from
ladies ethnics& ladies 4estern 4ear& ladies formals Hoffice 4earI& ladies accessories ?
linerie7s& ladies perfumeries& and ladies cosmetics respectively, Gere the price of the
apparel ranes from Rs)) to Rs1$$$ appro2,
Promotiona' s&heme ? Jith an add on to the above products there are various
other products 4hich are available 4ith a promotional scheme, 3he various products
under this scheme includes irl t"shirts& infant 4inter 4ear etc,
Non-Promotiona' s&heme ? 3here are various other products available 4ithout
any promotional scheme 4hich includes jeans& infant baba suits& infant t"shirts& 5ids
niht 4ear& 5ids sal4ar suits etc,
S(orts Store ? /t the e2treme corner there is a sports store 4here various 5inds of
sport items are available,
5ood Bazaar ? 3he food ba.aar is in the 1
st
floor of the buildin, Karious 5inds of
food items& fruits and veetables are available there, Sittin arranements are 4ell
made so that people can sit and ta5e tea& coffee or snac5s or any other food item and
can rela2,
Cash Counter ? 3he cash counter is located just near the e2it
2%
BOAR; O5 ;IRECTORS
@r= ?ishore Biyani" @anaging ;ire&tor
8ishore -iyani is the Manain 'irector of 0antaloon Retail HIndiaI 6imited and the
Aroup *hief 12ecutive Officer of (uture Aroup,
@r= 6o(i>ishan Biyani" Aho'etime ;ire&tor
Aopi5ishan -iyani& is a commerce raduate and has more than t4enty years of
e2perience in the te2tile business,
@r= Ra>esh Biyani" Aho'etime ;ire&tor
Ra5esh -iyani& is a commerce raduate and has been actively involved in cateory
manaement9 retail stores operations& I3 and e2ports, Ge has been instrumental in the
implementation of the various ne4 retail formats,
@r= ,ed Pra>ash Arya" ;ire&tor
Ked 0ra5ash /rya& is an enineer by trainin and is a raduate of the Indian Institute
of Manaement& /hmedabad, 0rior to joinin 0antaloon Retail& he 4as the *1O of
Alobus,
@r= Shai'esh Hari4ha>ti" Inde(endent ;ire&tor
Shri Shailesh Garibha5ti& is a *hartered /ccountant& *ost /ccountant& and a *ertified
Internal /uditor, Ge is the 'eputy Manain 0artner of Garibha5ti ; *o,& *hartered
24
/ccountants and past president of Indian merchant *hambers, Ge is on the -oard of
several 0ublic 6imited *ompanies& includin Indian 0etrochemicals *orporation 6td,&
/mbuja *ement 1astern 6td, etc, Ge is on the -oard of *ompany since Mune 1& 1))),
@r= S ;oresBamy" Inde(endent ;ire&tor
S, 'ores4amy& is a former *hairman and Manain 'irector of *entral -an5 of India
and serves on the board of 'S0 Merrill 6ynch 3rustee *o and *eat 6imited
;r= ; O ?oshy" Inde(endent ;ire&tor
', O, 8oshy& holds a doctorate from II3& 'elhi and is the 'irector of :ational
Institute of 'esin H:I'I& /hmedabad, Ge has over 24 years of rich e2perience in the
te2tiles and arment industry and 4as instrumental in the settin up of :I(3 centres
in 'elhi& *hennai and -analore, Ge is a reno4ned consultant speciali.in in
international mar5etin and apparel retail manaement,
@s= An8u Poddar" Inde(endent ;ire&tor
/nju 0oddar& holds a -achelor of 1nineerin from @niversity of O5lahoma and is a
'irector& :I(3& Gyderabad chapter, She also serves on the board of Maharishi
*ommerce 6td and Samay -oo5s 6td&
@s= Ba'a ;esh(ande" Inde(endent ;ire&tor
-ala 'eshpande& is Independent 'irector& 0antaloon Retail HIndiaI 6td, and also
serves on the boards of 'eccan /viation& :aarjuna *onstruction& Jelspun India and
Indus 6eaue *lothin 6td&
25
@r= Ani' Harish" Inde(endent ;ire&tor
/nil Garish& is the partner of 'M Garish ; *o, /ssociates ; Solicitors and an 66M
from @niversity of Miami, Ge also serves on the board of Mahindra Aesco& @nitech&
IndusInd -an5 and Ginduja 3M3&
@a8or @i'estones
? $!* *ompany incorporated as Man. Jear 0rivate 6imited, 6aunch of
0antaloons trouser& India7s first formal trouser brand,
? $$ 6aunch of -/R1& the Indian jeans brand,
? $$. Initial public offer HI0OI 4as made in the month of May,
? $$) 3he 0antaloon Shoppe ? e2clusive mens4ear store in franchisee format
launched across the nation, 3he company starts the distribution of branded
arments throuh multi"brand retail outlets across the nation,
? $$+ Mohn Miller ?(ormal shirt brand launched,
? $$* 0antaloons ? India7s family store launched in 8ol5ata,
? .// -i -a.aar& PIs se sasta aur accha 5ahi nahin7 " India7s first hypermar5et
chain launched,
? .//. (ood -a.aar& the supermar5et chain is launched,
? .//) *entral ? PShop& 1at& *elebrate in the Geart of Our *ity7 " India7s first
seamless mall is launched in -analore,
? .//+ (ashion Station " the popular fashion chain is launched
? .//- (uture *apital Goldins& the company7s financial arm launches real
estate funds 8shitij and Gori.on and private e=uity fund In division, 0lans
forays into insurance and consumer credit, Multiple retail formats includin
*ollection i& (urniture -a.aar& Shoe (actory& 1Oone& 'epot
and futureba.aar,com are launched across the nation, Aroup enters into joint
venture areements 4ith 13/M Aroup and Aenerali,
? .//*" future roup cross C1 billion mar5,
? .//!" future roup holdin becomes the second roup company to ma5e a
successful initial public offerin in the Indian capital mar5et,
26
Future Group
(uture Aroup is one of the country7s leadin business roups present in retail& asset
manaement& consumer finance& insurance& retail media& retail spaces and loistics,
(uture Aroup is present in 61 cities and 65 rural locations, 3he roup7s flaship
company& 0antaloon Retail HIndiaI 6imited operates over 1$&$$$&$$$ s=uare feet
H)%$&$$$ m
2
I of retail space& has over 1&$$$ stores and employs over %$&$$$ people,
Some of its leadin retail formats include 0antaloons& -i -a.aar& *entral& (ood
-a.aar& Gome 3o4n& eOone& 'epot& (uture Money and online retail format
444,futureba.aar,com,
(uture Aroup companies includes& (uture *apital Goldins& (uture Aenerali India&
Indus 6eaue *lothin and Aala2y 1ntertainment 4hich manaes Sports -ar& -re4
-ar and -o4lin *o, (uture *apital Goldins& the roup7s financial arm& focuses on
asset manaement and consumer credit, It manaes assets 4orth over C1 billion that
are bein invested in developin retail real estate and consumer"related brands and
hotels,
3he roup7s joint venture partners include Italian insurance major Aenerali& (rench
retailer 13/M roup& @S"based stationary products retailer Staples Inc and @8"based
6ee *ooper and India"based 3al4al5ar7s& -lue (oods and 6iberty Shoes,
(uture Aroup7s vision is to& Q'eliver 1verythin& 1very4here& 1verytime to 1very
Indian *onsumer in the most profitable manner,R 3he roup considers PIndian"ness7 as
a core value and its corporate credo is " Re4rite rules& Retain values,
2!
@A:OR IN;IAN RETAI0ERS
3he lo4"intensity entry of the diversified Mahindra Aroup into retail is uni=ue
because it plans to focus on lifestyle products, 3he Mahindra roup is the fourth lare
Indian business roup to enter the business of retail after Reliance Industries 6td& the
/ditya -irla Aroup& and -harti 1nterprises 6td, 3he other three roups are focusin
either on perishables and roceries& or a rane of products& or both,
RP6 Retai'-5ormats> Music Jorld& -oo5s ; -eyond& Spencer7s Gyper& Spencer7s
Super& 'aily ; (resh
Panta'oon Retai'"5ormats> -i -a.aar& (ood -a.aar& 0antaloons& *entral& (ashion
Station& -rand (actory& 'epot& a66& 1"Oone etc,
The Tata 6rou(-5ormats> Jestside& Star India -a.aar& Steel junction& 6andmar5&
and 3itan Industries 4ith Jorld of 3itans sho4rooms& 3anish= outlets& *hroma,
? Rahe8a Cor( 6rou(-5ormats> Shoppers7 Stop& *ross4ord& Gyper *ity& In orbit
6ifestyle International"6ifestyle& Gome *entre& Ma2& (un *ity and International
(ranchise brand stores,
Pyramid Retai'-5ormats> 0yramid Meastore& 3ruMart
Ni'giriCs-5ormats> :iliriBs7 supermar5et chain
Su4hi>sha-5ormats> Subhi5sha supermar5et pharmacy and telecom discount chain,
Trinethra- 5ormats> (abmall supermar5et chain and (abcity hypermar5et chain
,isha' Retai' 6rou(-5ormats> Kishal Mea Mart
BPC0-5ormats> In ; Out
Re'ian&e Retai'-5ormats> Reliance (resh
Re'ian&e A;A6 Retai'-5ormat> Reliance Jorld
2#
6erman @etro Cash 7 Carry
Sho(rite Ho'dings-5ormats> Shoprite Gyper
0ITERAT2RE RE,IEA
B< SO2@EN CHATTER:EE
2niDue &ustomer (er&e(tion 32CP#E /ccordin to soumen& @ni=ue *ustomer
0erception is 4hat is re=uired by companies instead of @ni=ue Sellin 0roposition, It
is ultimately that customer loo5 for satisfaction based on the picture of perception
derived from various sources, If these perceptions of customer can be analy.ed then
promotion 4ould be easier for customer centric mar5etin, 3his has lead to the
concept " Q*ustomer 0erception is the Rule and not *ustomer SatisfactionR,
H2AAEI
Satisfy &ustomers (er&e(tion is the 4iggest &ha''engeE In meetin customersB
re=uirements and measurin customersB satisfaction inde2es& customer perception
should be definitely a 5ey consideration, +ualified services in the operation e2ecution
layer& technical manaement layer and business development layer are necessary, It is
more important to understand customer e2pectations and ma5e efforts to e2ceed their
e2pectations, In customer satisfaction manaement& the biest challene is customer
perception manaement& or customer perception satisfaction, 3he major
characteristics of service is intanible& hence the core value of services is not li5e a
physical product but the spiritual e2perience and perception of customers, 3he final
aim and ideal effect of service provisionin is to have customers perceive and enjoy
the service, Such perception is both at psycholoical and behavior levels& and it is the
2)
contents of hih =uality life in the modern society, *ustomers are see5in for material
deliverables as 4ell as perceptive enjoyment 4hen purchasin a service product,
Since perceptive enjoyment is a vital service objective& one of the 5ey service
manaement objectives shall be meetin customersB perceptive enjoyment,
OR6ANIFATIONA0 CHART
%$
Big BazaarE Is se sasta aur a&ha >ahin nahin
%1
-i ba.aar is the company7s foray into the 4orld of hypermar5et discount stores& the
first of its 5ind in India, 0rice and the 4ide array of products are the @S07s in -i
-a.aar, *lose to t4o la5h products are available under one roof at prices lo4er by 2 to
6$ per cent over the correspondin mar5et prices, 3he hih =uality of service& ood
ambience& implicit uarantees and continuous discount prorammes have helped in
chanin the face of the Indian retailin industry, / leadin forein bro5in house
compared the rush at -i -a.aar to that of a local suburban train,
%2
5ood Bazaar G Aho'esa'e (ri&es
(ood -a.aar7s core concept is to create a blend of a typical Indian -a.aar and
International supermar5et atmosphere 4ith the objective of ivin the customer all the
advantaes of +uality& Rane and 0rice associated 4ith lare format stores and also
the comfort to See& 3ouch and (eel the products, 3he company has recently launched
an aressive private label proramme 4ith its o4n brands of tea& salt& spices& pulses&
jams& 5etchups etc, Jith unbeatable prices and vast variety Hthere are 42 varieties of
rice on saleI& (ood -a.aar has proved to be a hit 4ith customers all over the country,
-i -a.aar
-i -a.aar is a chain of shoppin malls in India& o4ned by the 0antaloon Aroup and
4hich 4or5 on Jal"Mart type economies of scale, 3hey have had considerable
success in many Indian cities and small to4ns, -i -a.aar provides =uality items but
at an affordable price, It is a very innovative idea and this hypermar5et has almost
anythin under one roofS,/pparel& (oot4ear& 3oys& Gousehold /ppliances and more,
3he ambience and customer care adds on to the shoppin e2perience,
%%
Is Se Sasta Aur Accha Kahin Nahin !!
What's in store for you at Big Bazaar?
1&!$&$$$ products at 6" 6$ L discount,
/t -i -a.aar& you 4ill et > / 4ide rane of products at 6 ? 6$ L lo4er than the
correspondin mar5et price& coupled 4ith an international shoppin e2perience,
If you deal in the categories mentioned there's a ig deal of
success for you.
!roducts a"ailale in Big azaar
#ood Bazaar$s core concept is to create a blend of a typical Indian -a.aar and
International supermar5et atmosphere 4ith the objective of ivin the customer all
%4
/pparel and /ccessories for Men& Jomen and *hildren,
-aby /ccessories,
*osmetics
*roc5ery
'ress Materials Suitin ; Shirtin
1lectrical /ccessories
1lectronics
(oot4ear
3oys
Gome 3e2tiles
Gome :eeds
Gousehold /ppliances
Gousehold 0lastics
Gard4are
Gome 'ecor
6uae
6inens
Sarees
Stationery
@tensils ; @tilities
the advantaes of +uality& Rane and 0rice associated 4ith lare format stores and
also the comfort to See& 3ouch and (eel the products,
'#%%& BA'AA(' a division of 0antaloon Retail India 6td is a chain of lare
supermar5ets 4ith a difference, It 4as flaed off in /prilB$2,Jith store si.es ranin
from #&$$$ s= ft to 15&$$$ s=, ft, in Mumbai Ht4o storesI& 8ol5ata& -analore ;
Gyderabad& it is openin more stores at Auraon H'elhiI& :e4 -ombay ; :apur, It
currently caters to over 1,2 million customers every day across 4 outlets in India and
is soon set to e2pand and double this fiure across # outlets all over the country by
Mune 2$$%,
(ood -a.aar offers the Indian consumer the best of Jestern and Indian values, 3he
4estern values of convenience& cleanliness and hyiene are offered throuh pre
pac5ed commodities and the Indian values of FSee" 3ouch" (eelF are offered throuh
the QMandiR atmosphere created by displayin staples out in the open& all at very
economical and affordable prices 4ithout any compromise on =uality, 3his satisfies
the Indian consumer and comforts her before ma5in her final buyin decision, /t
other super mar5ets& the consumer is deprived of this factor,
3ruly the Indian consumer no4 arees 4ith (ood -a.aar> )A *har +halaana
,itna Aasaan-. 3his positionin platform of (ood -a.aar is evident from the
hiher discounts and the 4holesale price"points 4hich is belo4 MR0,
(ood -a.aar represents the company7s entry into food retail and is
tareted across all classes of population, (ood -a.aar replicates a local Pmandi7& to
provide the much important Ptouch ; feel7 factor 4hich Indian house4ives are used to
in the local ba.aar, (ood -a.aar has over 5$&$$$ stoc5 5eepin units 4hich cover
%5
rocery& (M*A products& mil5 products& juices& tea& suar& pulses& masalas& rice 4heat
etc& besides fruits and veetables, /ll products are sold belo4 MR0 and discounts
rane bet4een 2L to 2$L, (ruits and veetables are sold at prices comparable to
4holesale prices,
%6
CHAPTER -III
iii# 'ata collection
iv# 'ata analysis and interpretations
%!
;ata Co''e&tion
'ata can be classified under t4o cateories dependin upon the sources utili.ed,
3hese cateories are&
iI 0rimary data iiI Secondary data
DATA COLLECTION
'ata is collected by usin various methods, (or the purpose of fulfillin the objective
of study and for completin the Research project Report& both primary and secondary
data collected,
PRI@AR< SO2RCESE
+uestionnaire
8eepin in vie4 the objective of study a =uestionnaire Has iven /nne2ureI 4as
selected there is 34enty in all, /ll =uestions are small in si.e and arraned loically,
3he lanuae is simple to understand,
IntervieB
Information 4as also obtained by conversation 4ith *ustomers ,they 4ere
intervie4ed personally,
SECON;AR< ;ATAE 3he second information is ta5en from company document
available on 4ebsites
3he other related journals information and industry association7s sites have also been
vie4ed,
%#
SAMPLI NG DESI GN
I n t he bac5dr op of obj ect i ve s et & a s ampl e s t udy conduct ed i n
'el hi ; :*R,
SA@P0E SIFEE %5$ *O:S@M1RS contacted durin this research 4or5, 3he nature
of samplin is :O: 0RO-/-I3I3N ?*O:KI:/:*1 S/M06I:A helped in
5eepin the path of research in focus throuhout the 4or5,
*ollection of the =uestionnaire
Sufficient time 4as iven to the respondents to ans4er the =uestionnaire,
0roblem faced 4hile collectin and fillin =uestionnaire
Some of the respondents 4ere hesitant to ans4er the =uestionnaire,
Some respondents did not 4ant to ans4er the =uestionnaire& so they left it
unans4ered,
Jhere the respondents did not find the relevant ans4er in his choice provided& they
added they added their o4n choice or left it unans4ered,
Ta4u'ation
/fter all the =uestionnaires 4ere collected bac5& the responses 4ere tabulated,
1ach ans4er of the respondent 4as tabulated to its respective cateory,
%)
ANA0<SIS
I have done a mar5et field survey on bi ba.aar, I have surveyed around %5$
respondents of 'elhi ; :*R 4ho come to visit bi ba.aar, / specific =uestionnaire is
prepared for the customers and data is obtained from them by movin around bi
ba.aar and personally interactin 4ith them, 3he customers ave me valuable
information reardin their consumption pattern in bi ba.aar, I collected all those
information and a proper analysis is done,
/ll the analysis and its interpretations are discussed belo4, 1ach 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,
4$
Customer s month'y in&ome
Higher income Group 5%
Middle Income Group 5%
!o"er Income Group #%
$o Income Group #5%
Ana'ysisE 3he above diaram sho4s the distribution of income level of customers
comin in to bi ba.aar, /mon the %5$ respondents 5$L of customers are of middle
income level that is bet4een Rs1$$$$ ? 4$$$$ per month, 6east number of customers
visitin -i ba.aar are the hiher income level people HT Rs,6$$$$ pmI that constitute
only 5L, 3he lo4er income level of people comin to bi ba.aar constitutes of 2$L,
25L of people belon to no income roup 4hich mostly consists of students,
41
INCOME GROUP5
5%5
5%#
#%#
#5%H
Higher IncomeG
Group %& Rs'()M
Middle IncomeG
Group %Rs' *-()!
!o"er IncomeG
Group%Rs'+-*)$
$o Income Group
%, Rs'+)
Inter(retationE -i ba.aar is the hub of shoppin for middle level income
roup people because of its reasonable price on its each product cateory, 3he hiher
level income roup people don7t prefer to do shoppin in bi ba.aar as it doesn7t deal
4ith branded products, 3he hiher level income roup people are very status
conscious and their psycholoy is such type that they don7t prefer much to visit bi
ba.aar as it is a discounted store, 3he lo4er income roup people come in to bi
ba.aar as they et oods at a discounted price, Gence bi ba.aar should include
branded products in its product cateory 4hich 4ill encourae hiher income roup
people to come in to bi ba.aar, 0robably not much of lo4er income roup people
come to bi ba.aar as they don7t li5e to have any shoppin e2perience rather they just
o for nearby store 4here they can et their necessity oods, 1ven they purchase
oods on a reular basis on a small =uantity, So they don7t have much interest to come
to bi ba.aar and do shoppin,
42
Customers visit Big Bazaar
Jee5ly
#-%
Monthly
.*%
+uarterly
#.%
On unplanned basis
+*%
4%
Inter(retationE (rom this I interpret that in bi ba.aar %4L customers visit
monthly& 2)L customer visit 4ee5ly 2%L customers visit =uarterly and 14L
customers visit on planned basis & it means mostly customers visit 4ee5ly and
monthly basis for purchase their re=uirements,
A(art from Big Bazaar visit retai' out'et
/es (*%
$o .(%
44
Inter(retationE (rom this I interpret that 64L customers of bi ba.aar visit
other retail stores for their re=uirements and %6L customers of bi ba.aar enerally
do not visit other retail stores, It sho4s that customers satisfaction level is more in
bi ba.aar,

Pur(ose 4ehind visiting 4ig 4azaar
0hopping (%
1uting +%
2oth .%

Ana'ysisE Out of the %5$ respondents 6$L of respondents visit bi ba.aar for
shoppin& 1$L for outin and %$L visit bi ba.aar for both the purposes,
45
Inter(retationE (rom this I interpret that bi ba.aar is purely a shoppin
comple2 but it also facilitates a certain 5ind of ambience and decorum to the people
that they also visit it for the purpose of outin, 3he infrastructure and ambience of bi
ba.aar is so that people even li5e to o there even also they don7t have to purchase
anythin, 0eople enjoy doin shoppin in bi ba.aar, 3his is very nice for it as often
customers,
;emand for other retai' out'ets in a ma''
Ana'ysisE 3he above raph sho4s that 65L of people visit arment outlet in a
mall other than that of bi ba.aar, %$L of people also prefer to visit food court in a
mall other than bi ba.aar, 2$L of the people o to foot4ear outlet in a mall other
46
Garment 1utlet (5%
3oot"ear 1utlet #%
3ood Court .%
Entertainment #%
Gi4t Corner +%
5e"elers and 6atches 0tore +%
than bi ba.aar, 2$L of people also o to mall for entertainment purpose, Some
people that are 1$L each also visit ift corner store and je4ellery ; 4atches store in a
mall other than bi ba.aar,
Inter(retationE (rom this analysis I come to 5no4 that most of the people tend
to visit arment outlets in a mall other than bi ba.aar as it has some e2clusive
branded outlets, 0eople also o for foot4ear stores as malls have branded foot4ear
stores in it, 0eople o for 4atchin movies to mall for entertainment, Net a fe4 people
visits ift corners and je4ellery stores in a mall, 3his is of course a threat for bi
ba.aar that it is not able to attract customers from other retail outlets and retain them
4ith it, -i ba.aar should definitely include more of branded products in its product
cateory in order to brin in the customers of mall to it and retain them 4ith it, It can
include some of the e2clusive branded outlets of cloths and je4ellery in it in order to
attract the brand choosy customers,
4!
Produ&ts most'y (ur&hased 4y &ustomers in 4ig 4azaar
Clothes (%
Grocery 7%
3ood Item 5%
!eather Item #5%
Electronic Item +5%
Gi4t Item +%
Any other Item +%

Ana'ysisE 3his chart clearly indicates that the demand for rocery that is !$L is
hihest by the customers follo4ed by clothes rated 6$L, 3he ne2t hihest demand is
for food items that is 5$L, 25L demand is for leather items in bi ba.aar, 1lectronic
items holds 15L of demand and ift items and other items has a demand of only 1$L
by the customers of bi ba.aar,
Inter(retationE (rom this analysis I interpret that customers demand are hih
for rocery and clothes follo4ed by food items in bi ba.aar, 1lectronic items have a
4#
little demand by the customers, Aift items and other items are not much in demand by
the customers, I can interpret that clothes& rocery and food items are the major
products 4hich hold ma2imum number of customers, So bi ba.aar should maintain
its lo4 pricin and product =uality to 5eep hold of the customers and also it should
5eep more =ualitative products of ift and leather items so that people 4ould o for
more purchase of these items from it, -i ba.aar has many local branded products of
rocery and cloths and it is successfully sellin it, It should also include branded
products so that more sales can ta5e place,
4)
E9(enditure (attern of &ustomers &oming in to 4ig 4azaar
2elo" Rs'5 8single 9isit ++%
5-+ 8single 9isit +(%
+-+5 8single 9isit ##%
+5-# 8single 9isit ##%
More than # 8single 9isit #-%
Ana'ysisE Je can clearly see from this raph that majority of the customers spend
a lot in bi ba.aar that is 2)L of people spend more than Rs2$$$ in a sinle visit to
bi ba.aar, 1=ual number of people that is 22L of people each spend Rs 1$$$"15$$
and Rs 15$$"2$$$ respectively in a visit to bi ba.aar,16L of people spend Rs 5$$"
1$$$ and only 11L of customers are there 4ho spends less than Rs5$$ in their visit to
bi ba.aar,
5$
Inter(retationE (rom this I interpret that most of the customers purchase oods
in bul5 4hich leads them to spend a lot, Kolume sales are hih in bi ba.aar,
*ustomers tend to purchase more oods from bi ba.aar as it provides oods at a
discounted rate, 0robably those persons 4ho spend more in a visit to bi ba.aar are
purchasin on a monthly basis, 3hose customers 4ho are spendin very less money
that is belo4 Rs 5$$ are mostly comin in just to move around bi ba.aar and spend
time, In the process they used to spend money on food items and also purchase some
products 4hile roamin in it, Impulse buyin behavior of customers comes in to play
to a lare e2tent, More discounts shall be provided to people 4ho does bul5 purchase,
3his 4ill encourae people to purchase more products,
51
Time s(ent 4y &ustomers in sho((ing in 4ig 4azaar
!ess than hal4 an hour +%
Hal4 an hour to + hour +5%
+ hour to + +8# hours .5%
+ +8# hours to # hours ##%
More than # hours +:%
Ana'ysisE 0eople spend a lot of time in shoppin in bi ba.aar, Majority of the
respondents H%5LI said that they spend at least 1 hour to 1 U hours in bi ba.aar, 22L
respondents also said that they spend 1 U hours to 2 hours in their visit to bi ba.aar,
Only 1$L of people said that they spend very little time that is less than half an hour
in bi ba.aar,
52
Inter(retationE /s per the iven data I interpret that customers are very product
choosy no4 a days and that7s 4hy they spend a lot of time in shoppin in bi ba.aar,
0robably customers miht even be spendin more time in bi ba.aar as it provides a
very nice ambience and atmosphere for the people to shop in, Gence those persons
4ho spend half an hour or less than half an hour in bi ba.aar are those persons 4ho
just come to purchase limited products and come only because of lo4 pricin of
products, 0eople also spend much time in it but purchase very fe4 oods, 3he sales
personnel should focus on the people 4ho ta5e lon time in shoppin and purchases a
lot and provide special 5ind of service to them as they are the major customers,
5%
Com(arison of footfa''s in Bee>days and Bee>ends

Ana'ysisE 3he above raph sho4s that more number of people comes to bi ba.aar
in 4ee5ends than that of 4ee5 days ,4$L of people visits bi ba.aar in 4ee5days
4here as 6$L of people visit bi ba.aar in 4ee5ends,
Inter(retationE I can clearly interpret from this that most of the people tend to
visit bi ba.aar in 4ee5ends rather than that of 4ee5 days, 3here are more footfalls in
bi ba.aar in 4ee5ends than that of 4ee5 days, 3houh there is not much difference
as 4$L of people visit bi ba.aar in 4ee5 days hence in 4ee5ends the footfall
increases by 1$L, /s people come more in 4ee5ends& so bi ba.aar should 5eep it
open for more time in 4ee5 ends, 3he infrastructure can be chaned a bit in 4ee5
ends so that customers can see more products clearly and can move around
54
6ee;s days *%
6ee;ends (%
comfortably, In order to brin in more number of customers in 4ee5 days bi ba.aar
should provide some schemes in 4ee5 days 4hich 4ill encourae people to come in
to it in 4ee5 days also, Gence the cro4d is more in 4ee5ends and bi ba.aar should
avail more par5in spaces for its customers in 4ee5ends, It can ma5e some temporary
arranement for par5in every 4ee5end, It should not spend much money in
advertisin and displayin of products in 4ee5days rather it should advertise and
display products more in 4ee5ends as more number of people comes in 4ee5ends,
55
Customers (referen&e of timing to visit 4ig 4azaar
56
+ A'M - + P'M :%
+ P'M < . P'M +7%
. P'M < ( P'M .5%
( P'M < + P'M *%
Ana'ysisE 3he above pie chart sho4s that most of the people prefer to visit bi
ba.aar in evenin time than that of the day time, Only 25L of people tend to visit bi
ba.aar durin day time 4hile !5L of people tend to visit bi ba.aar durin after noon
time,
5!
Inter(retationE (rom the above analysis I interpret that evenin time is the pea5
time for bi ba.aar and day time is the off pea5 time for bi ba.aar, 3here is more
number of people found in bi ba.aar durin evenin time than that of day time,
0robably more of products are bein sold durin evenin time in bi ba.aar than that
of day time, -i ba.aar shall provide some special offerins durin day time so that
more people should come in durin day time, It could offer some special 5ind of
product in daytime 4hich 4ill be not available durin evenin time, In this 4ay it 4ill
brin in more number of people durin day time for ettin the special 5ind of
products but alon 4ith that it 4ill be able to sale other products as people do a lot of
impulse buyin at bi ba.aar,
5#
Com(arison of &ustomers (ur&hasing Bith ('anned 'ist of
(rodu&ts and (ur&hasing (rodu&ts on un('anned 4asis
E9er +%
Ana'ysisE /s sho4n in the raph out of my total respondents of %5$& 5$L of
customers come to bi ba.aar 4ith a planned list of products, 4$L of people come in
to bi ba.aar 4ithout any planned list of products to be purchased from bi ba.aar,
5)
/es 5%
$o *%
Inter(retationE /s per the data obtained from the customers of bi ba.aar I
interpret that most of the customers comes in to bi ba.aar 4ith a planned list of
products, (e4 customers come to bi ba.aar 4ithout any planned list of products and
purchases products dependin on their selection, 3hese people basically come to the
mall and hence et in to bi ba.aar, 'ependin on the product cateory and brand and
=uality of products they purchases oods, Some couples come to mall and o to food
ba.aar to have food toether and to have chit chat amon them, 3he customer 4ho
comes 4ith a planned list of products purchases more products than that of the
customers 4ho comes 4ithout any planned list of products, So bi ba.aar should
provide more variety and essential oods so that more number of people should come
in 4ith a planned list of products,
6$
Brand (referen&e of &ustomers in 4ig 4azaar
/es +%
$o 5%
=epends on category *%

Ana'ysisE /s seen in the above chart it is clearly 5no4n that only 1$L of people
come in to bi ba.aar 4ith a list of brands in advance, 5$L of people completely deny
that they don7t prepare in list of brand in advance, 4$L of people told that they
prepare a list of brand dependin on the product cateory,
Inter(retationE (rom this I interpret that customers don7t opt for much brand
preference 4hile purchasin products in bi ba.aar, / fe4 customers search for
brands but dependin on the product cateory, *ustomers probably don7t decide for
brands on products as there are not much of 5no4n branded products available at bi
ba.aar, On product cateories li5e rocery and clothes& bi ba.aar has many local
branded products, *ustomers purchase a lot of these as its cheap in price even thouh
its =uality is not so ood, /s most of the customers belon to lo4er class and middle
61
class people& they purchase those local branded products as it ives them value for
money, 'ifferent products of the same cateory have different prices, +uality of
products varies 4ith the price, 3his enables customi.ation of products for various
types of customers, *ustomers search for brands mostly in apparel section, Some
customers also pre decides the brand on the local manufactured rocery and food
products of bi ba.aar, -i ba.aar should include more of the branded products in its
each cateory so that customers have more options to choose amon the brands, 3his
4ill brin in more number of people to bi ba.aar 4hich 4ill definitely increase the
sales,
Com(arison of 4rand (referen&e on different (rodu&t &ategory
62

Ana'ysisE 3his raph sho4s that cloths and rocery are the only t4o items on
4hich customers mostly prefer the brands that is 4$L each, %%L brand preference is
on ift items and 25L is on electronic items, -rand preference on leather items is 2L
and 12L on any other item,
6%
Cloths 40%
Grocery 40%
Gift Items 33%
Electroic Items !"%
Le#ther Items !%
Ay Other Item $!%
Inter(retationE (rom this I interpret that some of the products brand are pre
decided in advance and for some of the products customers don7t at all pre decide any
brand, /s per electronic oods are concerned customers pre decide the brand as many
branded electronic products are available in bi ba.aar, 3he customers pre decides
brands on cloths and rocery most as bi ba.aar produces much of local brands and
also have some 4ell 5no4n branded products of clothes 4ith it li5e flyin machine
jeans,
64
@ode of (ayment of &ustomers in 4ig 4azaar
Cash Payment 55%
Credit Card +-%
=e>it Card #(%
65
Ana'ysisE /s per my study is concerned& out of the total respondents 55L of
people ma5e cash payment in bi ba.aar, 1)L of them uses credit card as their mode
of payment and 26L of the people ma5es payment in bi ba.aar throuh their debit
card,
Inter(retationE /s per the obtained data I interpret that more number of people
ma5es cash payment in bi ba.aar, / fraction of people uses their credit card for
payment in bi ba.aar and a very fe4 people uses their debit card for payment, I can
interpret that =uic5 e2chane of money for oods is done in bi ba.aar as most of the
people mode of payment is cash payment, Gence sometimes bi ba.aar has to 4ait for
a short time period as some of the customers ma5e their payment throuh credit and
debit card,
66
Com(arison of fa&tors Bhi&h en&ourages &ustomers to &ome in to 4ig
4azaar
6!
Price (%
0er9ice *%
Am>ience 5%
Product ?ariety (5%
Product @uality #%
Con9enience .5%
Ana'ysisE 0eople are mostly encouraed to come to bi ba.aar because of its
cheap price and availability of variety of products, /round 65L of the total
respondent said they are mostly encouraed to come to bi ba.aar as it has variety
options, 1ven most of the customers said that they et oods there in a discounted
price and so they come in to it, Many customers also said that they feel ood about the
service and ambience provided by bi ba.aar, /round %5L of customers also said that
convenience is also another factor 4hich leads them to come to bi ba.aar, 0roduct
=uality is rated at very lo4 that is only 2$L 4hich encouraes the customers to come
to bi ba.aar,
Inter(retationE (rom this analysis I interpret that bi ba.aar is a 4ell 5no4n for
its variety options, 0eople mostly come to bi ba.aar as they et various 5inds of
products under one roof, It is also clearly 5no4n that bi ba.aar sales its oods at a
discounted price as compared to the mar5et, 1ven it provides a ood service and
6#
ambience to its customers 4hich encouraes them to visit bi ba.aar more and more
times, I can also interpret from this that bi ba.aar has located itself in a ood place
from 4here it is able to attract customers, /s a hypermar5et 4hich is to be located far
off the city& bi ba.aar has located itself in a ood place from 4here it is convenient
for people to visit bi ba.aar, -i ba.aar should try and produce more =ualitative
products so that customers can et more satisfaction and 4ould never thin5 of not
doin shoppin in bi ba.aar,
Servi&es of the sa'es (ersonne' in Big Bazaar
Kery ood 1!L
Aood 2)L
O5 %6L
0oor 1%L
Kery poor 5L
6)
Inter(retationE (rom this I interpret that %6L customers reali.e service of sale
personnel in -i -a.aar is O8& 2)L reali.e ood& 1!L reali.e Kery Aood& 1%L
reali.e 0oor and 5L customers is very dissatisfied 4ith sales personnel7s in -i
-a.aar,
CustomersC mode of trans(ort to 4ig 4azaar
Hired ?ehicle +%
T"o-"heeler *%
3our-"heeler .5%
Any 1ther +5%
!$
Ana'ysisE /round 4$L of the total respondent of comes in to bi ba.aar 4ith their
o4n t4o 4heelers, 3he second majority of people consist of people ridin four
4heeler and comin in to bi ba.aar, Only 15L of people of the total respondent
visits bi ba.aar on hired vehicles, 1$L customers of the total respondent comes in
any other mode of transport,
Inter(retationE (rom the above data I interpret that there are more number of
four 4heelers comin found in bi ba.aar than that of t4o 4heelers, 0eople prefer
more to o to bi ba.aar in four 4heelers than that of t4o 4heelers, / fe4 people are
found 4ho comes in to bi ba.aar 4ith a hire vehicle, 0robably they miht be the
tourists,
!1
Par>ing s(a&e avai'a4i'ity in 4ig 4azaar
!ess than adeAuate *5%
AdeAuate *5%
More than adeAuate +%
!2
Ana'ysisE /s it is sho4n in pie chart most of the people say bi ba.aar does not
provide ade=uate par5in space, 1=ual number of people also says that ade=uate
space is provided for par5in bi ba.aar, Only 1$L of people say that more than
ade=uate space is available for par5in in bi ba.aar,
Inter(retationE /naly.in the above data& I interpret that customers are not
satisfied 4ith the par5in space availability provided by bi ba.aar, Gence it7s a threat
for bi ba.aar as it may loose its customers because of less par5in space availability,
1ven thouh many customers say ade=uate space is available for par5in in bi
ba.aar but also it is a threat for bi ba.aar as it is seen more number of people are
e2pected to come in to bi ba.aar, In holidays probably it 4ill be very difficult for
customers to par5 their vehicle in bi ba.aar,
Customers (referen&e toBards ?irana store
!%
Ana'ysisE Out of my total respondent of %5$ customers& 65L of them says they o
to their nearby 5irana store and %5L said that they don7t at all o to any 5irana store,
!4
/es (5%
$o .5%
3his sho4s that majority of people o to 5irana store even thouh they visit bi
ba.aar, -ut some customers are there 4ho never oes to any 5irana store,
Inter(retationE /s per the iven data I analy.e that most number of people tend
to purchase oods from nearby 5irana store even if they come to bi ba.aar, I can
conclude from this that a 5irana store is a competitor of bi ba.aar, Some customers
never o for shoppin in 5irana store as of it does not have much variety option
available 4ith it, 0robably they are more interested in havin a shoppin e2perience
rather than to just o and purchase oods from 5irana store,
!5
Com(arison of Big 4azaar Bith any ?irana store
Price Ser%ice &#riety '(#lity Co%eiece
Sho))i*
E+)eriece Am,iece
-i* ,#.##r 7% 5% +% *% #5% -% -5%
/ir## store .% 5% % (% 75% +% 5%
!6
Ana'ysisE 3he above raph sho4s the comparison of different factors bet4een bi
ba.aar and a nearby 5irana store, !$L of people say bi ba.aar provides oods at a
cheaper price as compared to that of a 5irana store, 5$L of people say bi ba.aar
provides better service and another 5$L of them say 5irana store provides better
service, 1ach and every customer that is 1$$L arees that there are more variety of
products available at bi ba.aar than that of 5irana store, /s per =uality of oods is
concerned 6$L of the customer say 5irana store provides better =ualitative products
!!
4hile 4$L of the customers say bi ba.aar also provides =ualitative products, !5L
people say it is more convenient for them to o to a 5irana store 4hile 25L of them
say oin to bi ba.aar is more convenient for them, )$L of respondents said it is a
ood shoppin e2perience at bi ba.aar 4hile 1$5 of them said that they also have a
ood shoppin e2perience at 5irana store, /s per ambience is concerned )5L of
customers said bi ba.aar provides much nice ambience than bi ba.aar 4hile 5L of
them said that ambience provided by 5irana store is also e=uivalent to that of bi
ba.aar,
Inter(retationE I interpreted from this that a 5irana store is one of the competitor
of bi ba.aar, It is a threat for bi ba.aar as some of the attributes of a 5irana store
provides more satisfaction to customers, -i ba.aar should try to improve on each of
its attributes and out compete the 5irana store so that it can convert the customers of
5irana store to be the customers of bi ba.aar,
!#
Com(arison of Big 4azaar Bith others Organized retai'ers
4ased on fo''oBing (oints
Price Ser%ice &#riety '(#lity Co%eiece
Sho))i*
E+)eriece Am,iece
-i* ,#.##r *5% 5% 55% 5#% 5*% *(% 5:%
O0 Or*0 Ret#ils 55% 5% *5% *:% *(% 5*% *#%
Inter(retationE I interpreted from this that other orani.ed stores is another
competitors of bi ba.aar, It is a threat for bi ba.aar as some of the attributes of other
orani.ed stores store provides more satisfaction to customers, -i ba.aar should try
to improve on each of its attributes and out compete the other orani.ed stores,
!)
SAOT ANA0<SIS O5 BI6 BAFAAR
/ SJO3 analysis is done to 5no4 the strenths& 4ea5nesses& opportunities and
threats of any company, 3his analysis 4ill e2plain about the strenths& 4ea5nesses&
opportunities and threats of bi ba.aar,
Strengths of Big 4azaar
• 0arge variety o(tion
• Chea( (ri&e
• Huge &ustomer Base
• ,o'ume sa'es
Aea>nesses of Big 4azaar
• 0a&>s in 4randed (rodu&ts
• 0oB in (rodu&t Dua'ity
• 2na4'e to (rovide enough (ar>ing s(a&e to its &ustomers
Threats for Big 4azaar
• O(ening u( of other dis&ounted stores 'i>e ,isha' mega mart
• Convenien&e of &ustomers to near4y >irana stores
• Avai'a4i'ity of (rodu&ts in other retai' out'ets
#$

O((ortunities for Big 4azaar
• To o(en u( more and more num4er of 4ig 4azaars in different
&ities of the &ountry=
• To gra4 the rura' mar>et
• To 4ring in the &ustomers of other retai' out'et 4y dea'ing Bith
4randed (rodu&ts=
• Add more (rodu&ts to its (rodu&t &ategory
#1
CHAPTER-I?
(indins

#2
5IN;IN6S
1, Most of the customers buy their re=uirement in -i -a.aar on the basis of Jee5ly
and monthly basis, *ustomers reali.ed that -i -a.aar stores provide =ualitative
products<service 4ith reasonable price,
2, /t present time -i -a.aar provide different types of product assortments to the
customers,
%, *ontinuously openin of -i -a.aar chains in different major cities& increasin
=uantities of the customers ; profit sho4 that -i -a.aar most accepted name in
orani.ed retail chain in India,
4, -i -a.aar mainly deal 4ith middle income roup people 4ho 4ant =ualitative
product 4ith reasonable cost,
5, -i ba.aar has a ood reputation of itself in the mar5et,
6, -i ba.aar has positioned itself in the mar5et as a discounted store,
!, -i ba.aar holds a hue customer base, 3he majority of customers belon to
middle class family,
#, Impulse buyin behavior of customers comes in to play most of the times in bi
ba.aar,
), 3here are more than 5$ bi ba.aars in different cities of India& it seems that there is
a vast ro4th of bi ba.aar lyin as customers demand is increasin for bi ba.aars,
1$, -i ba.aar is a hypermar5et as it provides various 5inds of oods li5e apparels&
rocery& stationary& food items& electronic items& leather items& 4atches& je4ellery&
croc5ery& decorative items& sport items& chocolates and many more, It competes 4ith
#%
all the specialty stores of different products 4hich provide oods at a discounted rate
all throuh the year,
11, 3he major players in retail industries are -i ba.aar& 3he 3ata Aroups H*romaI&
Kishal Retail Aroup& Reliance Retail& 8irana stores ; Sab5a -a.aar etc,
#4
S266ESTIONS
• -i ba.aar should include more of branded products its product cateory so as
to attract the brand choosy people to come in to bi ba.aar,
• -i ba.aar should provide lare par5in space for its customers so that they
can easily par5 their vehicles,
• It should ma5e different cash counters for different customers, *ash counter
and credit card payment counter should be placed differently in order to
reduce the rush and save the customer7s time, 3his 4ill be a 5ind of motivator
for the customers of bi ba.aar,
• 3he service of the sales person is needed to be improved, 0ersonal care should
be ta5en by the sales person for the customers so that the customers feel ood,
• 'urin the off pea5 hour7s bi ba.aar should provide some offers to its
customers so that people 4ould be encouraed to come to bi ba.aar durin
off pea5 hours, 3he customers 4ho are present in the mall durin the off pea5
hours of bi ba.aar 4ill definitely o in to bi ba.aar if surprise offers are
made at that time,
#5
• *ustomer care department is needed to ta5e proper care of customer
complaints and =ueries, 3he person sittin at the help des5 of bi ba.aar
should be able to provide all necessary information to the customers 4henever
it is re=uired,
• 3he infrastructure is needed to be chaned a bit durin 4ee5ends as heavy
cro4d comes in to bi ba.aar durin those days,
#6
Con&'usion
-i ba.aar is a major shoppin comple2 for today7s customers, It is a place 4here
customers find variety of products at a reasonable price, -i ba.aar has a ood
reputation of itself in the mar5et, It has positioned itself in the mar5et as a discounted
store, It holds a hue customer base, 3he majority of customers belon to middle class
family, 3he youth eneration also li5es shoppin and movin around bi ba.aar,
Kolume sales al4ays ta5e place in bi ba.aar, Impulse buyin behavior of customers
comes in to play most of the times in bi ba.aar,
-i ba.aar is a hypermar5et as it provides various 5inds of oods li5e apparels&
rocery& stationary& food items& electronic items& leather items& 4atches& je4ellery&
croc5ery& decorative items& sport items& chocolates and many more, It competes 4ith
all the specialty stores of different products 4hich provide oods at a discounted rate
all throuh the year, It holds a lare customer base and it seemed from the study that
the customers are =uite satisfied 4ith bi ba.aar, /s of no4 there are %4 bi ba.aars in
different cities of India& it seems that there is a vast ro4th of bi ba.aar lyin as
customers demand is increasin for bi ba.aars,
-i ba.aar is a hypermar5et store 4here varieties of products are bein sold on
different product cateory, It has emered as a hub of shoppin specially for middle
class people,
'ifferent types of products startin from a baby food to pi..as all are available under
one roof, In 'elhi it is the middle class people 4ho mostly do mar5etin from bi
ba.aar, 1ven most of the people do their monthly shoppin from bi ba.aar, 0eople
#!
not only visit bi ba.aar to do shoppin but also visit for outin purpose as it provides
a very nice ambience to its customers, /s people o to malls they just tend to move
around bi ba.aar 4hether it is for shoppin purpose or for outin purpose, Arocery&
apparels and food items are the products 4hich are demanded most by the customers
of 'elhi in bi ba.aar, 3he major dra4bac5 of bi ba.aar is that it lac5s in providin
enouh par5in space for its customers, 3his may discourae the customers to come
to bi ba.aar and shop as they face difficulty in par5in their vehicles, 1ven thouh
some customers say that they don7t feel problem in par5in their vehicle& it is because
of the par5in space available to them by the mall, /s it is surveyed it seems that the
biest competitors of bi ba.aar are the 5irana stores& discounted specialty stores li5e
Kishal mea mart& 'elhi ba.aar -i ba.aar& 3he 3ata Aroups H*romaI& Reliance
Retail& ; Sab5a -a.aar etc,

##
+.A!/0( 1 2
!IMITATI1$0 13 0TB=/
#)
!imitations o4 study
*ertain limitations do creep in a research study due to constraints of the time& money
and human efforts& the present study is also not free from certain limitation& 4hich
4ere unavoidable,
/lthouh all effort 4ere ta5en to ma5e the result of the 4or5 as accurate as possible
as survey but the survey have follo4in constraints,
I" Some customers 4ere not 4illin to ive appointment due to their busy schedule,
II" 'ue to very lare si.e of the population& only a selected sample of customer could
be contacted,
III" 'ue to time constraint and other imperative 4or5 load durin the t period it could
not be made possible to e2plore more area of concern pertainin to study,
IK" /lso impossible for company to prove information is confidential,
K"'ue to fast pace of life& some customers 4ere not able to do justification to the
=uestionnaire,
KI"0ersonal biases miht have come 4hile ans4er the =uestionnaire,
KII"/s per company rule many information 4as not disclose as the manaer are busy
in their daily schedule, It is not possible for us to spend more time in interaction 4ith
them,
)$
ANN034(05S6
Huestionnaire
PART-
1, :ame> "
2, /e> "
%, Aender> "
4, /ddress> "
5, +ualification> "
6, 0rofession> "
!, 0h,
#, Jhat7s your monthly incomeE
aI -elo4 1$&$$$
bI 2$&$$$ ? 4$&$$$
cI 4$&$$$ ? 6$&$$$
dI More than 6$&$$$
PART-.
1,Go4 fre=uently do you visit -i -a.aarE
aI Jee5ly
bI Monthly
cI +uarterly
dI On unplanned basis
2,/part from -i -a.aar do you intend to visit any other retail outlet in a MallE
aI Nes bI

2,HaI, If yes then 4hat are the other retail outlets do you intend to visit in a mallE
eI Aarment Outlet
fI (oot4ear Outlet
I (ood *ourt
hI 1ntertainment
)1
iI Aift *orner
jI Me4ellery and Jatches store
2, Jhat is the purpose behind visitin -i -a.aarE
aI Shoppin
bI Outin
cI Others
%, Jhat type of products do you mostly purchase in -i -a.aarE
aI *loths
bI Arocery
cI (ood Item
dI 6eather Item
eI 1lectronic Item
fI Aift Item
I /ny other Item
4, On an averae ho4 much amount of money do you spend in a visit to -i -a.aarE
aI -elo4 5$$
bI 5$$ ? 1$$$
cI 1$$$ ? 15$$
dI 15$$ ? 2$$$
eI More than 2$$$
5, Go4 much time do you spend in a visit to -i -a.aarE
aI 6ess than half an hour
bI Galf an hour to 1 hour
cI 1 hour to 1 U hours
dI 1 U hours to 2 hours
eI More than 2 hours
)2
6,Jhich days of the 4ee5 do you prefer to visit -i -a.aarE
aI Jee5 days
bI Jee5ends
!, Jhich time of the day do you mostly prefer to visit -i -a.aarE
aI 1$am ? 1pm
bI 1pm " %pm
cI %pm"6pm
dI 6pm ? 1$pm
1$, 'o you o 4ith a planned list of products to be purchased from -i -a.aarE
aI Nes bI cIsome time
11, 'o you prepare a list of brands in advance 4hen you visit to -i -a.aarE
aI Nes bI cI 'epends on cateory
12, In 4hich cateories of products do you pre"decide the brandsE
aI *loths
bI 6eather Items
cI 1lectronic Items
dI Arocery
eI Aift Items
fI /ny other Item
1%, Jhat is your mode of payment in -i -a.aarE
aI *ash payment bI *redit *ard cI'ebit *ard
)%
14, Jhat encouraes you to visit -i -a.aarE
a, 0rice
b, Service
c /mbience
c, 0roduct Kariety
d, 0roduct +uality
e, *onvenience
15, Go4 4ould you rate the services of the sales personnel in -i -a.aar on a 1 ?
5 scaleE
Kery ood
Aood
O5
0oor
Kery poor
16, Jhich type of your convenience to -i -a.aarE
aI Gired vehicle
bI 34o"4heeler
cI (our"4heeler
dI /ny other
1!, Go4 is the par5in space availability in -i -a.aarE
aI 6ess than ade=uate
bI /de=uate
cI More than ade=uate
1#, 'o you o to 8irana storeE
aI Nes bI
)4
1), *ompare your nearest 8irana store 4ith -i -a.aar,
aI 0rice
I, 8irana store II, -i -a.aar
bI Service
1, 8irana store II,
-i -a.aar
cI Kariety
1, 8irana store II,
-i -a.aar
dI +uality
1, 8irana store II,
-i -a.aar
eI *onvenience
1, 8irana store II,
-i -a.aar
fI Shoppin 12perience
1, 8irana store II,
-i -a.aar
I /mbience
1, 8irana store II,
-i -a.aar
2$, *ompare others orani.ed retail stores 4ith -i -a.aar on the follo4in
parameters,
aI 0rice
1,-i -a.aar II, Others Orani.ed Retailer
bI Service
1,-i -a.aar II, Others Orani.ed Retailer
cI Kariety
1,-i -a.aar II, Others Orani.ed Retailer
dI +uality
1,-i -a.aar II, Others Orani.ed Retailer
eI *onvenience
1,-i -a.aar II, Others Orani.ed Retailer
fI Shoppin 12perience
1,-i -a.aar II, Others Orani.ed Retailer
I /mbience
1,-i -a.aar II, Others Orani.ed Retailer
)5
3G/:8I:A NO@
Bi4'iogra(hy
BOO?S
V 8otler 0hilip& mar5etin manaement& H0earson education& 12
th
editionI
V Malhotra 8, :aresh& mar5etin research H/n applied orientationI& Research desin&
H0rentice hall of India pvt, 5
th
editionI
V -erman - and 1vans M,R& Retail Manaement H0earson education& 1$
th
editionI
V 6ouden ',6, ; bitta delia consumer behavior H tata Mc, Ara4 hill& 4
th
edition I
V :e4man /,M, and *ullen 0&Retailin&1nvironment and operationsHKi5as&1
st
1d,I
I:31R:13 J1- 0/A1
• -iba.aar,co,in
• Orani.edretail,co,in
• Retail seminar, In
• 6iterature revie4 on -i -a.aar,com
• Retailin,co,in
)6
)!

doc_663441591.doc