Description
This is my own project
A STUDY ON CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR- TIRUPUR.
Submitted by R.ARTHISHEFALI (113AA0398)
Under the guidance and supervision of Mrs.T.G.SHEJO M.COM., M.PHIL., PGDCA.,
A Dissertation Submitted to the Bharathiar University in partial fulfilment of the Requirements for the award of the degree of
MASTER OF COMMERCE
DEPARTMENT OF COMMERCE ST. JOSEPH’S COLLEGE FOR WOMEN
(Affiliated to Bharathiar University) Kangeyam Road, Tirupur-641 604 APRIL-2013
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CERTIFICATE
This is to certify that the dissertation, entitled “A STUDY ON CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR – TIRUPUR” submitted to the Bharathiar University, in partial fulfilment of the requirements for the award of the degree of MASTER OF COMMERCE is a record of original research work done by R.ARTHISHEFALI ( 113AA0398) during the period of 2011-2013 of her study in the DEPATMENT OF COMMERCE at ST.JOSEPH’S COLLEGE FOR WOMEN, TIRUPUR, under my supervision and guidance and the dissertation has not formed the basis for the award of any
Degree/Diploma/Association/Fellowship or other similar title to any candidate of any University.
PLACE: DATE:
SIGNATURE OF THE GUIDE
PRINCIPAL
HEAD OF THE DEPARTMENT
2
DECLARATION
I R.ARTHISHEFALI hereby declare that the dissertation, entitled “ A
STUDY ON CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR – TIRUPUR” submitted to Bharathiar University, in partial fulfilment of the requirement for the award of the degree of MASTER OF COMMERCE is a record of original research work done by me during 20112013 under the supervision and guidance of Mrs.T.G.SHEJO
M.COM.,M.PHIL.,PGDCA., Department of commerce and it has not formed the basis for the award of any Degree/Diploma/Fellowship or the other similar title to any candidate of any University.
PLACE: DATE:
SIGNATURE OF THE CANDIDATE ( R. ARTHISHEFALI) (113AA0398)
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ACKNOWLEDGEMENT
I thank the almighty that has been with us in all critical moments. I am highly indebted to all people who have directly and indirectly contributed a lot towards the successful completion of this dissertation.
I wish to express my deep sense of gratitude and thanks to Rev Sr. NYMPHA MSc., M.Phil., Principal, St.Joseph’s college for women, Tirupur, for allowing me to undertake this Dissertation.
I
also
extent
my
sincere
thanks
to
Mrs.T.G.SHEJO
M.Com.,M.Phil.,PGDCA., Head of the department of commerce, St.Joseph’s college for Women, Tirupur, for her encouragement to do this Dissertation.
I record my heartiest indebtedness to my beloved dissertation guide Mrs.T.G.SHEJO M.Com., M.Phil., PGDCA., for her valuable suggestions and immense help in making my Dissertation work success.
I extend my heartfelt thanks to my friends and beloved family members who supported me in all my way during the project.
(R.ARTHISHEFALI) (113AA0398)
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CONTENTS
TITLE LIST OF TABLES LIST OF CHARTS I INTRODUCTION 1.1 INTRODUCTION TO THE STUDY 1.2 INTRODUCTION TO BIG BAZAAR 1.3 OBJECTIVE OF THE STUDY 1.4 RESEARCH METHODOLOGY 1.5 SCOPE OF THE STUDY 1.6 LIMITATIONS OF THE STUDY 1.7 CHAPTER SCHEME II III IV V REVIEW OF LITERATURE ANALYSIS AND INTERPRETATION FINDINGS AND SUGGESTIONS CONCLUSION BIBLIOGRAPHY ANNEXURE 1 4 9 10 14 15 16 17 22 90 93 PAGE NO
CHAPTER
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LIST OF TABLES
TABLE NO 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16 GENDER EDUCATIONAL QUALIFICATION FREQUENT VISIT FOR BIG BAZAAR PREFERENCE OF DAYS TO VISIT OPINION REGARDING THE SITE AREA OF BIG BAZAAR SPECIFICATION OF THEIR BRANDS VARIETY OF PRODUCTS COMFORTABILITY REGARDING PARKING AREA IN BIG BAZAAR PRODUCT LIST WHILE PURCHASING TIMELY DELIVERY OF PRODUCTS SATISFACTION OF BILLING SYSTEM FREE HOME DELIVERY FACILITY OF BIG BAZAAR REASONS FOR CHOOSING BIG BAZAAR PREFERENCE FOR THE BIG BAZAAR ENTERTAINMENT FACILITY CLEANLINESS OF FLOOR INSIDE THE STORE TITLE PAGE NO 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52
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3.17 3.18 3.19 3.20 3.21 3.22 3.23 3.24 3.25 3.26 3.27 3.28 3.29 3.30 3.31 3.32 3.33
INTERNAL ENVIRONMENT OF THE STORE BEHAVIOR OF STAFF IN BIG BAZAAR FRESHNESS OF PRODUCTS KNOWLEDGE OF STAFF ABOUT PRODUCTS CONSTRUCTIVELY HANDLING OF COMPLAINTS COMMUNICATION SKILL OF STAFF ACCEPTANCE OF CREDIT CARDS QUALITY OF PRODUCTS PRICE STRUCTURE SERVICES BY STAFF TO CUSTOMERS PROVIDING OF NEW ITEMS ACCORDING TO THE CHANGING NEEDS ARRANGEMENTS OF PRODUCTS IN BIG BAZAAR COUPONS/POINTS ON BULK PURCHASING FREE PASSES FOR SPECIAL EVENTS OR SHOWS REST ROOM FACILITIES OVERALL SERVICES OF BIG BAZAAR RELATIONSHIP BETWEEN MONTHLY INCOME AND AMOUNT OF PURCHASE
54 56 58 60 62 64 66 68 70 72 74 76 78 80 82 84 86
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LIST OF CHARTS
CHARTS NO 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 GENDER EDUCATIONAL QUALIFICATION FREQUENT VISIT FOR BIG BAZAAR PREFERENCE OF DAYS TO VISIT OPINION REGARDING THE SITE AREA OF BIG BAZAAR SPECIFICATION OF THEIR BRANDS VARIETY OF PRODUCTS COMFORTABILITY REGARDING PARKING AREA IN BIG BAZAAR PRODUCT LIST WHILE PURCHASING TIMELY DELIVERY OF PRODUCTS SATISFACTION OF BILLING SYSTEM FREE HOME DELIVERY FACILITY OF BIG BAZAAR REASONS FOR CHOOSING BIG BAZAAR PREFERENCE FOR THE BIG BAZAAR ENTERTAINMENT FACILITY CLEANLINESS OF FLOOR INSIDE THE STORE TITLE PAGE NO 23 25 27 29 31 33 35 37
3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16
39 41 43 45 47 49 51 53
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3.17 3.18 3.19 3.20 3.21 S3.22 3.23 3.24 3.25 3.26 3.27
INTERNAL ENVIRONMENT OF THE STORE BEHAVIOR OF STAFF IN BIG BAZAAR FRESHNESS OF PRODUCTS KNOWLEDGE OF STAFF ABOUT PRODUCTS CONSTRUCTIVELY HANDLING OF COMPLAINTS COMMUNICATION SKILL OF STAFF ACCEPTANCE OF CREDIT CARDS QUALITY OF PRODUCTS PRICE STRUCTURE SERVICES BY STAFF TO CUSTOMERS PROVIDING OF NEW ITEMS ACCORDING TO THE CHANGING NEEDS ARRANGEMENTS OF PRODUCTS IN BIG BAZAAR COUPONS/POINTS ON BULK PURCHASING FREE PASSES FOR SPECIAL EVENTS OR SHOWS REST ROOM FACILITIES OVERALL SERVICES OF BIG BAZAAR
55 57 59 61 63 65 67 69 71 73 75
3.28 3.29 3.30 3.31 3.32
77 79 81 83 85
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Chapter I
Introduction
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CHAPTER – I INTRODUCTION 1.1 INTRODUCTION TO THE STUDY
MEANING OF CUSTOMER SERVICE: Customer service is the provision of service to customers before, during and after a purchase. It is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
Customer service plays an important role in an organization's ability to generate income and revenue. It should be included as part of an overall approach to systematic improvement. it is the overall activity of identifying and satisfying customer needs.
DEFINITION: According to Jack Speer “ Customer service is the ability to provide a service or product in the way that it has been promised.” BASIC ELEMENTS FOR CUSTOMER SERVICE: There are five basic elements for good customer service. ? Identify personal and professional qualities and attributes which enhance the effectiveness of customer contact and service. ? Distinguish between professional and unprofessional behaviors in customer contact and service.
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? Determine techniques that will communicate your qualities to customers. ? Identify strategies that turn average service into outstanding service. ? Identify customer service techniques when using the telephone when dealing with clients. INTRODUCTION TO DEPARTMENTAL STORES: A department store is a retail establishment which satisfies a wide range of durable goods and products to the consumer's personal and residential needs.
In our country, departmental stores have emerged as a major and prominentl y-recognized organized retailing channel, especially for Indian and international fashion brands, targeted at the upper middle and higher income segments. FUNCTIONS OF DEPARTMENTAL STORES: ? It is a large scale retail organization. ? It has a wide range of products. ? Each department specializes a particular line of product. ? Its management is centralized. ? It is located in a most central place of big cities. ? It makes extensive use of advertisement to attract people.
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? It meets the requirements of generally rich people. NUMBER OF DEPARTMENTAL STORES IN TIRUPUR: ? Big Bazaar ? Shri kannan Departmental store ? Tulsi retail ? Anantha Departmental store ? Nilgiris super market ? Reliance Fresh ? Sri Selvakumar Departmental store ? Kovai Departmental store ? Akshaya Departmental store ? S.K.S Departmental store ? Senbagam Departmental store ? Royal Roots Bazaar ? Marappa Gounder Maligai ? Nellai Sriram Stores ? Sri Mahalakshmi General Store ? Sri Sakthi Stores ? Nellai raja stores ? Gem Super Market
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Introduction about Big Bazaar
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1.2 INTRODUCTION ABOUT BIG BAZAAR:
? Big Bazaar is a chain of shopping malls in India currently with 214 outlets owned by the pantaloon group. The idea was pioneered by entrepreneur Kishore Biyani, the head of pantaloon retail India ltd. The idea from the very beginning was to make Big Bazaar very comfortable for the Indian customer. That was Kishoreji strength as a retailer. ? Big Bazaar is not just another hypermarket. It caters to every need of your family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. ? Big bazaar all over India attract a few thousand customers on any regular day, and a lot more if they are offering something extra on each buy. Which they normally are! And the sales force at Big Bazaar along with the executives is prepared for them. OBJECTIVES OF BIG BAZAAR: The central objective for earlier businesses of big Bazaar was to bring in stability and consolidation. The new macrodifferentiate can be design. Design is helping companies to sell differentiated experiences and solutions that connect with the consumer emotions. ? Target customers ? Targeting young working class ? Value for money
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VARIETIES OF PRODUCTS IN BIG BAZAAR: Big Bazaar has a wide range of merchandise they have both branded and unbranded products like o Home line items o Electronic items o Mobile Zone o Furniture o Star Sitara o Opticians o Men, ladies and kids wear o Foot wear o Music o Toys o Stationary BRANCHES OF BIG BAZAAR IN ALL OVER INDIA: o Mumbai o Delhi o Pune o Bangalore o Hyderabad o Kolkata o Chennai
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o Coimbatore o Tirupur o Ahmadabad o Allahabad o Chandigar o Cochin o Goa o Jaipur o Ludhiana o Luck now
GROUP VISION: “ To deliver everything, everywhere, every time to every Indian consumer in the most profitable manner.” GROUP MISSION: ? We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development. ? We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segments – for classes and for masses.
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? We shall infuse Indian brands with confused and renewed ambition. ? We shall be efficient and cost- conscious and committed to quality in whatever we do.
BOARD OF DIRECTORS:
Managing director: ? Mr kishore Biyani
Whole time Director:
Mr Gopikishan Biyani Mr Rakesh Biyani
Directors: ? Mr Shailesh Haribhakti ? Mr S.Doreswamy ? Mr Darlie Koshy ? Mr Anil Harish
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BIG BAZAAR SUPER CENTER
Big Bazaar Outlet Parent group Owner Founded Head Quarter Industry Tagline Revenue Employees Website
Hyper mart chain in India 214 Outlets Future group Kishore Biyani 2001 Jogeshwari, Mumbai Retail Is se Sasta aus accha Kahin Nahi Rs. 6000 Crores (in 2011) 36,000 People WWW.bigbazaar.com
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Objectives of the Study
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1.3 OBJECTIVES OF THE STUDY
PRIMARY OBJECTIVES: To find out the customer service with reference to Big Bazaar in Tirupur city.
SECONDARY OBJECTIVES: ? To identify the service rendered by Big Bazaar to customers. ? To identify the customer satisfaction towards Big Bazaar. ? To identify the customer opinion about the discounts and offers given by Big Bazaar. ? To know the customer perception about the quality and price schemes in Big Bazaar. ? To know about the problems faced by the customers.
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Research Methodology
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1.4 RESEARCH METHODOLOGY
Research Methodology is a set of various methods to be followed to find out various information’s regarding market strata of different products. Research Methodology is required in every industry for acquiring knowledge of their products.
MEANING OF RESEARCH:
Research in common parlance refers to a search for knowledge. Once can also define research as a scientific and systematic search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. The Advanced Learner’s Dictionary of Current English lays down the meaning of research as “a careful investigation or inquiry especially through search for new facts in any branch of knowledge.”
DEFINITION: According to Redman and Mory “Research is defined as a Systematized effort to gain new Knowledge.”
RESEARCH DESIGN:
The study undertaken was descriptive in nature as it provides description of the state of affairs, as it exists at present “ A study on customer service with reference to Big Bazaar “.
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SAMPLE DESIGN: A sample design is a definite plan for obtaining a sample from a given population. 100 samples were selected by simple random sampling method. It is one of the probability sampling techniques.
NATURE OF DATA: The data was collected by using both primary and secondary data which is used for the study.
METHOD OF DATA COLLECTION: There are two types of method of data collection used in the study. ? Primary data ? Secondary data
PRIMARY DATA: Data that has been collected from first-hand-experience is known as primary data. Primary data has not been published yet and is more reliable, authentic and objective. Primary data has not been changed or altered by human beings; therefore its validity is greater than secondary data.
Primary data is information collected by the researcher directly through instruments such as surveys, interviews, focus groups or observation.
SECONDARY DATA: Secondary data is the data that have been already collected by and readily available from other sources. Such data are cheaper and more quickly obtainable than the primary data and also may be available when primary data can not be obtained at all.
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TOOLS APPLIED FOR THE RESEARCH:
The table was edited and tabulated using simple percentage analysis and Likert scale analysis. The study was carried out before starting of the main study with the objective of assessing the clarity of question asked and to find whether the questionnaire needs any modification.
ANALYSIS OF TOOLS: It is carried out in the following ways. ? Simple percentage method ? Likert scale method ? Chi-Square method
SIMPLE PERCENTAGE METHOD:
In this method, based on the opinion of the respondents percentage is calculated for the respective scale of each factor.
Formula for simple percentage method:
Number of Respondents replied Simple percentage method = __________________________ x 100
Total number of Respondents
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LIKERT SCALE METHOD:
Likert scale is simply a statement which the respondent is asked to evaluate according to any kind of subjective or objective criteria, generally the level of agreement and disagreement is measured Likert scaling is a bipolar scaling method, measuring either positive or negative response to a statement.
CHI-SQUARE TEST:
A chi-square test is a statistical test commonly used for testing independence and goodness of fit. Testing independence determines whether two or more observations across two populations are dependent on each other (that is, whether one variable helps to estimate the other). Formula for chi-square test:
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Scope of the Study
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1.5 SCOPE OF THE STUDY
The scope of this study is to identify the customer services towards Big Bazaar in Tirupur city. This study is based on primary data and secondary data. This study aims towards knowing the customer opinion about Big Bazaar. Due to time constraints only the hundred customers of Big Bazaar are taken as respondents. This study will help us to understand the customer’s satisfaction level and their expectations from the store and also add knowledge about customer care services to the public.
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Limitations of the study
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1.6 LIMITATIONS OF THE STUDY
? The number of respondents include for the study is limited due to the time constraints. ? All the findings and observations made in this study are purely based on respondents answer, the response may be due to personal factor. ? Since the sample is very small when compared to the universe the findings and suggestions made are not applicable to the universe. ? This study has contained only Tirupur Big Bazaar. ? Some of the respondents were reluctant to share information with the researcher. ? The customer behaviour is changed according to time and technology development.
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Chapter Scheme
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1.7 CHAPTER SCHEME
CHAPTER I : It deals with the introduction to the study and big Bazaar , Research methodology, objective , scope and limitations of the study. CHAPTER II : It reveals the review of literature. CHAPTER III: It deals with the analysis interpretations. CHAPTER IV: It reveals the findings and suggestions. CHAPTER V: It reveals the conclusion to the study.
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Chapter II
Review of literature
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CHAPTER II REVIEW OF LITERATURE
1.Miss.M.Parameshwari (2005): conducted “ A study on customer satisfaction towards Big Bazaar”. The objective of the study was to examine the primary schemes and quality level and customer satisfaction towards it. It was found that the respondents have to buy it for quality and better service. 2.Mr.N.Kathirvel (2006): conducted “ A study on customer satisfaction towards Big Bazaar”. The main objective of the study is determine the factor with which the customers of Big Bazaar are satisfied and to find out the overall feelings of the customer of the Big Bazaar. To study the level of satisfaction , he had surveyed a sample of 200. The study found that 80% of the respondents are satisfied with the Big Bazaar. 3. Mr.C. Sengottiayan (2007): conducted “A study on customer services towards Big Bazaar”. The main objective of the study is determining the factor with the customer service towards the Big Bazaar and find out the overall feelings of the customer. He concluded the study by stating that “to manage a business well as manage its future and to manage the future information”.
Source: 1. Journal of marketing , volume 42, January 2013. 2. www.scribd.com 3. Mr.C. Sengottiayan- “ A study on customer services towards Big Bazaar.” – The Project Magazine.
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4. Mr.S.Jaishankar (2008): conducted “A study on customer satisfaction and services of Big Bazaar in Chennai”. The objective of the study was to identify the awareness among customers with reference to their services. 5. Mr.S.Venkatesh (2010): analysed “A study on customer services towards surf excel with special reference to Erode town”. The objective of the study was to know the satisfaction level of consumers towards the services by the company. 6. Mr.Anuraag Sharma (2010): analysed “A study on consumer shopping behaviour in Big Bazaar” the scope of the study was to analyse consumer behaviour towards consumption of fast food and various products available in Big Bazaar.
Source : 4. www. studymode.com
5. Indian journal of marketing , volume 34, December 2010. 6. Mr.Anuraag Sharma- “A study on consumer shopping behaviour in Big Bazaar.” – 4P’s Business & Marketing
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7. Mr. Pawan Kumar (2009): conducted “A study on customer service and support” the objective of the study was to identify better customer service in all areas and to create more awareness among customers of retail outlets. 8. Mr.Y.M.Ramesh (2012): analysed “A study of customer’s opinion and satisfaction towards hyper market-a case of Big Bazaar, Hubli.” The study shows that customers are very loyal towards big bazaar, hence they want to visit big bazaar again, around 78 % of the customers are satisfied says that they definitely like to visit big bazaar again. This shows that customers are satisfied in shopping at big bazaar. Researcher believed that Big Bazaar has the potential to satisfy its customers and retain them. And it has its brand name to reckon with in the market. 9. Mr.N.Mohammed Nizar (2000): analysed “A study on customer services at BSNL with special reference to Coimbatore city” the study was used to understand the expectations and requirements for customers and can serve them in a better way.
Source : 7. Mr. Pawan Kumar – “ A study on customer service and Support.” – The Times of India.
8. Journal of consumer claim , volume 50, December 2012.
9. www.docsstoc.com
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10. Mr.A.Akshar Ahammed (2012): conducted “A study on effectiveness of advertisement programme in Big Bazaar, Palakkad”. This study is executed to help Big Bazaar to understand the effectiveness of advertisement, discount offer, exchange offer and to suggest effectives various programme.
11. Miss.S.Kumud Sundhari (2002): conducted “A study on operation management at Big Bazaar” the study deals with the customer orientation towards products and recommendation for impulse buying at Big Bazaar.
12. Mr.Harleen Kaur (2011): conducted “A study on customer services with reference to Big Bazaar in Delhi”. The study reveals that the status of Big Bazaar in the city and identifies the main competitors of Big Bazaar with reference to its services.
Source: 10. www.scribd.com 11. Ms. Kumud Sundhari – “ A study on operation management at Big Bazaar.”- Business line.
12. Business Research, Volume 23, November 2011.
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13. Mr.Shivaraj Kumar (2009): analysed “A study on organisation structure of retail outlets with special reference to Big Bazaar”. The objective of the study was to understand the organization structure or hierarchy of the company and to find out the responsibilities and duties carried out by each department.
14.Mr.Harsha .B.N (2011): conducted “A project report on organisation study carried out at Big Bazaar, Bangalore.” The scope of the study was to enable us to gain an insight into the corporate world and aims to understand the skills of the company in the areas like technological advancements and competition in management.
15. Mr. Amit Kumar Gupta (2010):analysed “A study of customer service in reliance fresh , New Delhi.” The study has been concluded with the service of the store to be increased for the full satisfaction of customers.
Source : 13. Journal of management Research, volume 28, October 2009. 14. Mr. Harsha .B.N – “ A project report on organisation study carried out at Big Bazaar, Bangalore.”- Research Update.
15. www.managementparadise.com
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Chapter III
Analysis & Interpretation
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CHAPTER III DATA ANALYSIS & INTERPRETATION
TABLE NO 3.1 TABLE SHOWING GENDER OF THE RESPONDENTS
S. No
Gender
Number of Respondents
Percentage (%) 65 35 100
1. 2.
Male Female Total
65 35 100
Source: Primary Data Interpretation From the above table it shows that 65% of the respondents are male and 35% of the respondents are female.
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CHART NO 3.1 CHART SHOWING THE GENDER OF THE RESPONDENTS
35%
65%
GENDER
Male
Female
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TABLE NO 3.2 TABLE SHOWING THE EDUCATIONAL LEVEL OF THE RESPONDENTS S. No 1. 2. 3. 4. Educational Level Post graduate Under Graduate HSC/SSLC Illiterate Total No. of Respondents 13 57 20 10 100 Percentage (%) 13 57 20 10 100
Source: Primary Data Interpretation This table depicts that 57% of the respondents are educated at Under Graduate level, 20% of the respondents are HSC/SSLC, 13% of the respondents are educated at Post graduate and 10% of the respondents are Illiterate.
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CHART NO 3.2 CHART SHOWING THE EDUCATIONAL LEVEL OF THE RESPONDENTS
57
60 50 40 30 20 10 0
10
20 13
EDUCATION LEVEL
Post graduate
Under graduate
HSC/SSLC
Illiterate
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TABLE 3.3 TABLE SHOWING THE FREQUENT VISIT FOR BIG BAZAAR OF THE RESPONDENTS The Frequent visit for Big Bazaar of the Respondents Twice a week Once in a week During special offers Whenever the need arises Total No of Respondents 07 16 27 50 100 Percentage (%) 07 16 27 50 100
S. No 1. 2. 3. 4.
Source: Primary Data Interpretation The above table shows that out of the total respondents 50% had visit whenever the need arises, 27% of the respondents visit during special offers, 16% of the respondents visit once in a week and 07% of the respondents visit twice in a week.
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CHART 3.3 CHART SHOWING THE FREQUENT VISIT FOR BIG BAZAAR OF THE RESPONDENTS
50 45 40 35 30 25 20 15 10 5 0
50 27
16 7
Frequent Visit
Twice in a week
Once in a week
During Special offers
Whenever the need arises
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TABLE 3.4
TABLE SHOWING THE PREFERENCE OF DAYS TO VISIT BY THE RESPONDENTS
S. No 1. 2.
Preference of days to visit by the Respondents Week Days Weekends Total
No of Respondents 42 58 100
Percentage (%) 42 58 100
Source: Primary Data Interpretation From the above table it shows that out of the total respondents, 42% of the respondents prefer to visit on Week days and the 58% of the
respondents are prefer to visit on Weekends.
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CHART 3.4 CHART SHOWING THE PREFERENCE OF DAYS TO VISIT BY THE RESPONDENTS
58
60 50
42
PERCENTAGE
40 30 20 10 0
VISIT TO BIG BAZAAR
Week days
Weekends
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TABLE 3.5
TABLE SHOWING THE OPINION REGARDING SITE AREA OF BIG BAZAAR Opinion Regarding S. No Site Area of Big Bazaar 1. 2. Yes No Total No of Respondents 75 25 100 Percentage (%) 75 25 100
Source: Primary Data Interpretation This table inhales that out of the total respondents, 75% of the respondents are felt happy with the site area of the big bazaar, 25% of the respondents are not happy with the site area of the big bazaar.
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CHART 3.5 CHART SHOWING THE OPINION REGARDING SITE AREA OF BIG BAZAAR
75
80 70
PERCENTAGE
60 50 40 30 20 10 0
25
Opinion On Site Area
Yes
No
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TABLE 3.6 TABLE SHOWING THE SPECIFICATION OF THEIR BRANDS
S. No 1. 2.
Specification of their Brands Yes No Total
No of Respondents 70 30 100
Percentage (%) 70 30 100
Source: Primary Data Interpretation From the above table it shows that out of the total respondents, 70% of the respondents are find their specific brands in big bazaar and the remaining 30% of the respondents didn’t find their brands in big bazaar.
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CHART 3.6 CHART SHOWING THE SPECIFICATION OF THEIR BRANDS
70
80% 70%
PERCENTAGE
60% 50% 40% 30% 20% 10% 0%
30
Specification of Brands
Yes
No
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TABLE 3.7 TABLE SHOWING THE DIFFERENT VARIETY OF PRODUCTS IN BIG BAZAAR S. No 1. 2. The Different Variety of Products in Big Bazaar Yes No Total No of Respondents 83 17 100 Percentage (%) 83 17 100
Source: Primary Data Interpretation From the above table it shows that out of the total respondents, 83% of the respondents tell that they can find the different variety of products in big bazaar and the remaining 17 % of the respondents can’t find the different variety of products.
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CHART 3.7 CHART SHOWING THE DIFFERENT VARIETY OF PRODUCTS IN BIG BAZAAR
83
90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
PERCENTAGE
17
Variety of Products
Yes
No
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TABLE 3.8 TABLE SHOWING COMFORTABILITY REGARDING PARKING AREA IN BIG BAZZAR
Comfortability S. No Regarding Parking Area in Big Bazaar 1. 2. Yes No Total
No of Respondents 92 08 100
Percentage
92 08 100
Source: Primary Data Interpretation From the above table it indicates that out of the total respondents, 92% of the respondents are felt comfortable with the parking area of the big bazaar and the remaining 08% of the respondents are not comfortable with the parking area of the big bazaar.
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CHART 3.8 CHART SHOWING COMFORTABILITY REGARDING PARKING AREA IN BIG BAZZAR
100 90 80 70 60 50 40 30 20 10 0
92%
8%
Yes
No
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TABLE 3.9 TABLE SHOWING THE PRODUCT LIST WHILE PURCHASING
S. No 1. 2. Yes No
Product List While Purchasing
No of Respondents 42 58
Percentage (%) 42 58 100
Total
100
Source : Primary Data Interpretation The above table depicts that out of the total respondents, 42% of the respondents are making their purchase with the list of products and the remaining 58% of the respondents are not making their purchase with the list of products.
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CHART 3.9 CHART SHOWING THE PRODUCT LIST WHILE PURCHASING
58 42
60 50
40
30 20 10 0
List For Purchase
Yes
No
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TABLE 3.10
TABLE SHOWING THE TIMELY DELIVERY FOR THE PRODUCTS
S. No 1. 2.
Timely Delivery for The Products Yes No Total
No of Respondents 77 23 100
Percentage (%) 77 23 100
Source : Primary Data Interpretation From the above table it indicates that out of the total respondents, 77% of the respondents are saying that they have the timely delivery of their
products and the remaining 23 % are not have their products in timely.
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CHART 3.10 CHART SHOWING THE TIMELY DELIVERY FOR THE PRODUCTS
23
77
TIMELY DELIVERY
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TABLE 3.11
TABLE SHOWING THE SATISFACTION OF BILLING SYSTEM IN BIG BAZAAR
S. No 1. 2.
Satisfaction of Billing System Yes No Total
No of Respondents 85 15 100
Percentage (%) 85 15 100
Source : Primary Data Interpretation From the above table it pinpoints that out of the total respondents, 85% of the respondents are satisfied with the billing system in Big bazaar and the remaining 15% are unsatisfied with the billing system in Big bazaar.
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CHART 3.11 CHART SHOWING THE SATISFACTION OF BILLING SYSTEM IN BIG BAZAAR
85
90
PERCENTAGE
80 70 60 50 40 30 20 10 0
15
Satisfaction On Billing
Yes
No
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TABLE 3.12
TABLE SHOWING THE FREE HOME DELIVERY FACILITY OF BIG BAZAAR S. No 1. 2. The Free Home Delivery Facility of Big Bazaar Yes No Total No of Respondents 95 05 100 Percentage (%) 95 05 100
Source : Primary Data Interpretation The above inhales it shows that out of the total respondents, 95% of the respondents are knows about the free home delivery of big bazaar and the remaining 15% don’t have any knowledge about the free home delivery of big bazaar.
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CHART 3.12 CHART SHOWING THE FREE HOME DELIVERY FACILITY OF BIG BAZAAR
95 100 PERCENTAGE 80 60 40 20 0 5
Free Home Delivery
Yes
No
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TABLE 3.13 TABLE SHOWING THE REASONS FOR CHOOSING BIG BAZAAR
S. No 1. 2. 3. 4.
The Reasons for Choosing Big Bazaar Product variety Quality Low price Location Total
No of Respondents 59 25 10 06 100
Percentage (%) 59 25 10 06 100
Source : Primary Data Interpretation The above table it depicts that out of the total respondents, 59% of the respondents are choosing big bazaar because of the product variety, 25% of the respondents are choosing big bazaar for quality, 10% of the respondents are choosing big bazaar for low price and 06% of the respondents are choosing big bazaar for Location.
64
CHART 3.13 CHART SHOWING THE REASONS FOR CHOOSING BIG BAZAAR
59
60 50 40 30
25 10 6
20
10 0
Reason for Choosing Big Bazaar
Product variety
Quality
Low Price
Location
65
TABLE 3.14 TABLE SHOWING THE PREFERENCE OF THE RESPONDENTS FOR BIG BAZAAR Preference of the S. No Respondents for Big Bazaar 1. 2. 3. Good shopping Good Environment Others Total 30 52 18 100 No of Respondents Percentage (%) 30 52 18 100
Source : Primary Data Interpretation The above table it shows that out of the total respondents, 52% of the respondents are feel the good environment while entering into big bazaar, 30% of the respondents are feel the good shopping while entering into big bazaar, 10% of the respondents feel other things.
66
CHART 3.14 CHART SHOWING THE PREFERENCE OF THE RESPONDENTS FOR BIG BAZAAR
60 50
52
PERCENTAGE
40 30 20 10 0
30
18
Preference for Big Bazaar
Good Shopping
Good Environment
Others
67
TABLE 3.15
TABLE SHOWING THE ENTERTAINMENT FACILITY INSIDE THE BIG BAZAAR WHILE SHOPPING
Entertainment S. No Facility Inside the Big Bazaar 1. 2. 3. 4. 5. It must Good, can be played Sometimes OK It is not needed Irritating Total 10 23 44 9 14 100 No of Respondents
Percentage (%) 10 23 44 9 14 100
Source : Primary Data Interpretation From the above table it pinpoints that out of the total respondents, 44% of the respondents are felt OK with the music, 23% of the respondents are felt good with the music, 14% of the respondents are felt irritating with the music, 10% of the respondents are felt that music is must while shopping and the remaining other 9 % of the respondents are saying that music is not needed while shopping.
68
CHART 3.15 CHART SHOWING THE ENTERTAINMENT FACILITY INSIDE THE BIG BAZAAR WHILE SHOPPING
44 50 40 30 20 10 23
10
9
14
0
Entertainment Facility
It must Sometimes OK Irritating
Good, can be played It is not needed
69
TABLE 3.16
TABLE SHOWING THE CLEANLINESS OF FLOOR INSIDE THE STORE The Cleanliness of Floor Inside The Store Excellent Good Average Fair Poor Total Percentage (%) 35 31 20 9 5 100
S. No
No of Respondents
1. 2. 3. 4. 5.
35 31 20 9 5 100
Source : Primary Data Interpretation From the above table it shows that out of the total respondents, 35% of the respondents felt that the cleanliness of Big Bazaar is Excellent, 31% of the respondents felt that the cleanliness of Big Bazaar is Good, 20% the respondents felt that the cleanliness of Big Bazaar is Average, 9% the respondents felt that the cleanliness of Big Bazaar is Fair and the remaining 5% the respondents felt that the cleanliness of Big Bazaar is Poor.
70
CHART 3.16 CHART SHOWING THE CLEANLINESS OF FLOOR INSIDE THE STORE
35
35 30
31
PERCENTAGE
25 20 15 10 5 0
20
9 5
Cleanliness of Floor
Excellent
Good
Average
Fair
Poor
71
TABLE 3.17
TABLE SHOWING THE INTERNAL ENVIRONMENT OF THE STORE The Internal S. No Environment of the Store 1. 2. 3. 4. 5. Excellent Good Average Fair Poor Total 20 35 15 18 12 100 No of Respondents Percentage (%) 20 35 15 18 12 100
Source : Primary Data Interpretation From the above table it states that out of the total respondents, 20% of the respondents says that the internal environment of Big Bazaar is Excellent, 35% of the respondents says that the internal environment of Big Bazaar is Good, 15% the respondents says that the internal environment of Big Bazaar is Average, 18% the respondents says that the internal environment of Big Bazaar is Fair and the remaining 12% the respondents says that the internal environment of Big Bazaar is Poor.
72
CHART 3.17 CHART SHOWING THE INTERNAL ENVIRONMENT OF THE STORE
35
35 30
20
PERCENTAGE
25
18
20 15 10 5 0
15 12
Internal Environment
Excellent
Good
Average
Fair
Poor
73
TABLE 3.18
TABLE SHOWING THE BEHAVIOUR OF STAFF IN BIG BAZAAR The Behavior of Staff in Big Bazaar Excellent Good Average Fair Poor Total Percentage (%) 22 34 25 13 6 100
S. No
No of Respondents
1. 2. 3. 4. 5.
22 34 25 13 6 100
Source : Primary Data Interpretation From the above table it depicts that out of the total respondents, 22% of the respondents says that the behavior of staff in Big Bazaar is Excellent, 34% of the respondents says that the behavior of staff in Big Bazaar Big Bazaar is Good, 25% the respondents says that the behavior of staff in Big Bazaar is Average, 13% the respondents says that the behavior of staff in Big Bazaar is Fair and the remaining 06% the respondents says that the behavior of staff in Big Bazaar is Poor.
74
CHART 3.18 CHART SHOWING THE BEHAVIOUR OF STAFF IN BIG BAZAAR
34
35 30
22
25
PERCENTAGE
25 20 15 10 5 0
13
6
Behaviour of Staff
Excellent
Good
Average
Fair
Poor
75
TABLE 3.19
TABLE SHOWING THE FRESHNESS OF PRODUCTS IN BIG BAZAAR
The Freshness of S. No Products In Big Bazaar 1. 2. 3. 4. 5. Excellent Good Average Fair Poor Total 42 26 21 5 6 100 No of Respondents
Percentage (%) 42 26 21 5 6 100
Source : Primary Data Interpretation From the above table it inhales that out of the total respondents, 42% of the respondents says that the freshness of products in Big Bazaar is Excellent, 26% of the respondents says that the freshness of products in Big Bazaar is Good, 21% the respondents says that the freshness of products Big Bazaar is Average, 05% the respondents says that the freshness of products in Big Bazaar is Fair and the remaining 06% the respondents says that the freshness of products in Big Bazaar is Poor.
76
CHART 3.19 CHART SHOWING THE FRESHNESS OF PRODUCTS IN BIG BAZAAR
42
45 40
PERCENTAGE
35 30 25 20 15 10 5 0
26 21
5
6
Freshness of Products
Excellent
Good
Average
Fair
Poor
77
TABLE 3.20 TABLE SHOWING THE KNOWLEDGE OF STAFF ABOUT PRODUCT IN BIG BAZAAR Knowledge of Staff About Product Excellent Good Average Fair Poor Total Percentage (%) 32 22 16 22 8 100
S. No
No of Respondents
1. 2. 3. 4. 5.
32 22 16 22 8 100
Source : Primary Data Interpretation From the above table it indicates that out of the total respondents, 32% of the respondents says that the knowledge of staff about products in Big Bazaar is Excellent, 22% of the respondents says that the knowledge of staff about products in Big Bazaar is Good, 16% the respondents says that the knowledge of staff about products Big Bazaar is Average, 22% the respondents says that the knowledge of staff about products in Big Bazaar is Fair and the remaining 08% the respondents says that the knowledge of staff about products in Big Bazaar is Poor.
78
CHART 3.20 CHART SHOWING THE KNOWLEDGE OF STAFF ABOUT PRODUCT IN BIG BAZAAR
32
35 30 25
22 22 16
20 15 10 5 0
8
Knowledge of Staff
Excellent
Good
Average
Fair
Poor
79
TABLE 3.21 TABLE SHOWING THE CONSTRUCTIVELY HANDLING OF COMPLAINTS The constructively Handling of complaints Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
14 39 37 07 03 100
70 156 111 14 3 354
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table pinpoints that the total points obtained from the scale are 354. It is greater than the neutral value of 300.The chart is based on points obtained.
80
CHART 3.21 CHART SHOWING THE CONSTRUCTIVELY HANDLING OF COMPLAINTS IN BIG BAZAAR
160 140
156
111 120 100 80 60 40 70
20
0
14 3
Handling Of Complaints
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
81
TABLE 3.22 TABLE SHOWING THE COMMUNICATION SKILL OF STAFF
S.No
Communication Skill of Staff Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
36 20 15 19 10 100
180 80 45 38 10 353
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table indicates that the total points obtained from the scale are 353. It is greater than the neutral value of 300.The chart is based on points obtained.
82
CHART 3.22 CHART SHOWING THE COMMUNICATION SKILL OF STAFF
180
180 160 140 120 100 80 60 40 20 0
80 45 38
10
Communication Skill of Staff
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
83
TABLE 3.23 TABLE SHOWING THE ACCEPTANCE OF CREDIT CARDS IN BIG BAZAAR The Acceptance of Credit Card In Big Bazaar Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
56 34 05 03 02 100
280 136 15 06 02 439
Source : Primary Data LIKERT SCALE : Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table shows that the total points obtained from the scale are 439. It is greater than the neutral value of 300.The chart is based on points obtained.
84
CHART 3.23 CHART SHOWING THE ACCEPTANCE OF CREDIT CARDS IN BIG BAZAAR
280
300 250 200
136
150 100 50 0
15 6 2
Credit Card Acceptance
Strongly Agree Neither Agree or disagree Strongly Disagree Agree Disagree
85
TABLE 3.24 TABLE SHOWING THE QUALITY OF PRODUCTS IN BIG BAZAAR The Quality of Products in Big Bazaar Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
30 26 19 23 02 100
150 104 57 46 02 359
Source : Primary Data LIKERT SCALE : Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table inhales that the total points obtained from the scale are 359. It is greater than the neutral value of 300.The chart is based on points obtained.
86
CHART 3.24 CHART SHOWING THE QUALITY OF PRODUCTS IN BIG BAZAAR
150
160 140 120 100 80 60 40 20 0
104
57 46
2
Quality of Products
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
87
TABLE 3.25 TABLE SHOWING THE PRICE STRUCTURE IN BIG BAZAAR Price Structure in Big Bazaar Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
42 22 19 12 05 100
210 88 57 24 05 384
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table depicts that the total points obtained from the scale are 384. It is greater than the neutral value of 300.The chart is based on points obtained.
88
CHART 3.25 CHART SHOWING THE PRICE STRUCTURE IN BIG BAZAAR
210
250
200
150
88 57 24 5
100
50 0
Price Structure
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
89
TABLE 3.26 TABLE SHOWING THE SERVICES BY STAFF TO CUSTOMERS The Services by staff to Customer Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
12 15 29 21 23 100
60 60 87 42 23 272
Source : Primary Data LIKERT SCALE : Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table shows that the total points obtained from the scale are 272. It is less than the neutral value of 300.The chart is based on points obtained.
90
CHART 3.26 CHART SHOWING THE SERVICES BY STAFF TO CUSTOMERS
87
90 80 70 60 50 40 30 20 10 0
60
60
42
23
Services By Staff
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
91
TABLE 3.27 TABLE SHOWING THE PROVIDING OF NEW ITEMS ACCORDING TO THE CHANGING NEEDS Providing of New Items S.No According to the Changing Needs 1. 2. 3. 4. 5. Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total 46 24 16 08 06 100 230 96 48 16 06 396 No of Respondents Points Obtained
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table pinpoints that the total points obtained from the scale are 396. It is greater than the neutral value of 300.The chart is based on points obtained.
92
CHART 3.27 CHART SHOWING THE PROVIDING OF NEW ITEMS ACCORDING TO THE CHANGING NEEDS
230
250
200
150
96
100
48
50
16 6
0
Availability of New Items
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
93
TABLE 3.28 TABLE SHOWING THE ARRANGEMENTS OF PRODUCTS IN BIG BAZAAR IN PROPER ORDER Arrangements of Products in Big Bazaar Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
52 29 10 06 03 100
260 116 30 12 03 421
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table inhales that the total points obtained from the scale are 421. It is greater than the neutral value of 300.The chart is based on points obtained.
94
CHART 3.28 CHART SHOWING THE ARRANGEMENTS OF PRODUCTS IN BIG BAZAAR IN PROPER ORDER
260
300 250 200
116
150 100
30
50 0
12 3
Arrangements of Products
Strongly Agree Neither agree or disagree Strongly agree
Agree Disagree
95
TABLE 3.29 TABLE SHOWING ISSUING COUPONS/POINTS ON BULK PURCHASING Coupons/Points on Bulk Purchasing Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
25 19 34 9 13 100
125 76 102 18 13 334
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table indicates that the total points obtained from the scale are 334. It is greater than the neutral value of 300.The chart is based on points obtained.
96
CHART 3.29 CHART SHOWING ISSUING COUPONS/POINTS ON BULK PURCHASING
125
140 120 100
102
76
80 60 40 20 0
18 13
Issuing Coupons/Points
Strongly agree Neither agree or disagree Strongly disagree
Agree Disagree
97
TABLE 3.30 TABLE SHOWING THE PROVIDING FREE PASSES FOR SPECIAL EVENTS OR SHOWS Free Passes for Special Events Or Shows Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
12 24 39 17 08 100
60 96 117 34 08 315
Source : Primary Data LIKERT SCALE : Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table depicts that the total points obtained from the scale are 315. It is greater than the neutral value of 300.The chart is based on points obtained.
98
CHART 3.30 CHART SHOWING THE PROVIDING FREE PASSES FOR SPECIAL EVENTS OR SHOWS
117
120 100 80 60 40 20
96
60
34
8
0
PROVIDING FREE PASSES
Stongly agree Neither agree or disagree Strongly disagree
Agree Disagree
99
TABLE 3.31 TABLE SHOWING THE CONVENIENT PUBLIC AREAS IN BIG BAZAAR The Convenient Public Areas in Big Bazaar Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
52 25 10 06 07 100
260 100 30 12 07 409
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table shows that the total points obtained from the scale are 409. It is greater than the neutral value of 300.The chart is based on points obtained.
100
CHART 3.31 CHART SHOWING THE CONVENIENT PUBLIC AREAS IN BIG BAZAAR
300 250 200 150 100 50 0
260
100
30 12 7
Rest Room Facility
Strongly agree Neither agree or disagree Strongly disagree
Agree Disagree
101
TABLE 3.32 TABLE SHOWING THE OVERALL SERVICES OF BIG BAZAAR TO CUSTOMER IS GOOD The Overall Services of S.No Big Bazaar To Customer is Good 1. 2. 3. 4. 5. Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total 56 20 12 08 04 100 280 80 36 16 04 416 No of Respondents Points Obtained
Source : Primary Data LIKERT SCALE : Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table pinpoints that the total points obtained from the scale are 353. It is greater than the neutral value of 300.The chart is based on points obtained.
102
CHART 3.32 CHART SHOWING THE OVERALL SERVICES OF BIG BAZAAR TO CUSTOMER IS GOOD
280
300
250 200 150 100 50 0
80 36 16 4
Overall Services Of Big Bazaar
Strongly agree Neither agree or disagree Strongly disagree
Agree Disagree
103
CHI-SQUARE TEST NULL HYPOTHESIS Ho = There is no relationship between Monthly income and amount of purchase in Big Bazaar.
ALTERNATIVE HYPOTHESIS Ha = There is A relationship between Monthly income and amount of purchase in Big Bazaar. RELATIONSHIP BETWEEN MONTHLY INCOME AND AMOUNT OF PURCHASE
MONTHLY INCOME
Upto Rs.2,000
Rs. 2,0005,000 6 4 14 6 30
Rs. 5,0008,000 4 9 15 14 42
Above Rs.8000
AMOUNT OF PURCHASE Below Rs.10000 Rs.10000-Rs.25000 Rs.25000-Rs 35000 Above Rs 35000 TOTAL
TOTAL
5 5 4 2 16
4 2 4 2 12
19 20 37 24 100
104
ROW TOTAL X COLUMN TOTAL EXCEPTED FREQUENCY = _______________________________ GRAND TOTAL CALCULATION OF EXCEPTED FREQUENCY
E=R.T*C.T/100 19*16/100 19*30/100 19*42/100 19*12/100 20*16/100 20*30/100 20*42/100 20*12/100 37*16/100 37*30/100 37*42/100 37*12/100 24*16/100 24*30/100 24*42/100 24*12/100
E 3.04 5.70 7.98 2.28 3.20 6.00 8.40 2.40 5.92 11.10 15.54 4.44 3.84 7.20 10.08 2.88
105
O 5 6 4 4 5 4 9 2 4 14 15 4 2 6 14 2
E 3.04 5.70 7.98 2.28 3.20 6.00 8.40 2.40 5.92 11.10 15.54 4.44 3.84 7.20 10.08 2.88
O-E 1.96 0.30 -3.98 1.72 -2.00 0.60 -0.40 -1.92 2.90 -0.54 -0.44 -1.84 -1.84 -1.20 3.92 -0.88 O
(O-E)2 3.84 0.09 15.84 2.95 3.24 4.00 0.36 0.16 3.68 8.41 0.24 0.19 3.39 1.44 15.37 0.77
(O-E)2/E 1.26 0.02 1.98 1.29 1.01 0.67 0.04 0.07 0.62 0.76 0.02 0.04 0.88 0.20 1.52 0.27 ?=9.65
Chi Square = (O-E)2 E =9.65
106
Degree of freedom = (r-1) x (c-1) = (4-1) x (4-1) =3x3 =9 Level of significance = 5% Table value = 16.919
The calculated Chi-square value is (13.4) is lesser than the table value (16.919). Hence the null hypothesis is accepted. So there is no relationship between monthly income and amount of purchase.
107
Chapter IV
Findings & Suggestions
108
CHAPTER IV 4.1 FINDINGS
Simple Percentage: ? It is found that 65% of the respondents are male. ? 57% of the respondents are graduates. ? 50% of the respondents visiting the Big Bazaar whenever the need arises. ? Majority 58% of the respondents are preferred to visit on weekends. ? 75% of the respondents are happy with the site area of Big Bazaar. ? 70% of the respondents mentioned that they could find specific brands in Big Bazaar. ? Majority 83% of the respondents stated that they have found different variety of products in Big Bazaar. ? 58% of the respondents say that they do not go with the list of products for purchase. ? Majority 59% of the respondents purchasing the products for low price. ? 52% of the respondents feels good environment while entering into Big Bazaar. ? 44% of the respondents are feeling ok with the music while shopping. ? 35% of the respondents felt that the cleanliness of Big Bazaar is excellent. ? 35% of the respondents say that the internal environment of Big Bazaar is good. ? 34% of respondents say that the behavior of staff in Big Bazaar is good. ? 42% of the respondents say that the freshness of products in Big Bazaar is excellent.
109
? 32% of the respondents feel the knowledge of staff in Big Bazaar is Excellent. Chi-square test: ? There is no relationship between monthly income and amount of purchase in Big Bazaar. Likert Scale: ? 39% of the respondents are agreed with that their complaints are not constructively handled and scored 156 points. ? 36% of the respondents are strongly agreed with the communication skill of staff is good and scored 180 points. ? 56% of the respondents are strongly agreed with the credit card acceptance in Big Bazaar and scored 280 points. ? 30% of the respondents are strongly agreed that they get quality products in Big Bazaar and scored 150 points. ? 42% of the respondents are strongly agreed with the price structure in Big Bazaar and scored 210 points. ? 34% of the respondents feel average about the coupons/points on bulk purchasing and scored 102 points. ? 56% of respondents are strongly agreed the overall service of Big Bazaar to customer is good and scored 280 points.
110
Suggestions
111
4.2 SUGGESTIONS
? To attract customers situated in all the areas, advertisement can be given through all media. ? The billing and payment facility render by Big Bazaar is to be improved. ? The management should offer low price to its customers. ? Pretty combination with good services should be done to retain customers. ? Various offers can be provided to them to attract new customers. ? Overall it is suggested that the same standard is to be maintained.
112
Chapter V
Conclusion
113
CHAPTER V CONCLUSION
This study has basically helped to know the services rendered by Big bazaar and what influence people to shop at big bazaar. Most of the customers are influenced by the offers in big bazaar. Big bazaar has great offers for their customers that acts as the motivating factor which brings the customers to big bazaar. Most of the customers are satisfied with the big bazaar.
Customers feel that big bazaar have variety of products available in various departments and also feel that shopping with big bazaar is convenient and saves there valuable time. This is due to the proper facility that is available in big bazaar.
The customers are very loyal towards big bazaar, hence they want to visit big bazaar again and says that they definitely like to visit big bazaar again. This shows that customers are satisfied with their service while shopping at big bazaar.
114
Bibliography
115
BIBLIOGRAPHY
BOOKS : ? Kothari C.R : Research Methodology (New Delhi, New age international (p) Limited 2004.) ? Philip Kotler
:
Marketing Management (New Delhi, prentice hall of India Private Limited 1999.)
MAGAZINES: ? The times of India ? Business line ? Research Update
WEBSITE: http://www.bigbazaar.com https://www.managementparadise.com http://www.futuregroup.com
116
Annexure
117
A STUDY ON CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR TIRUPUR. QUESTIONNAIRE CUSTOMER’S NAME GENDER MONTHLY INCOME LEVEL Below Rs 10,000 Rs 10,000- Rs 20,000 Rs 20,000- Rs 30,000 Above Rs 30,000 EDUCATIONAL QUALIFICATION Post graduate Under graduate HSC/ SSLC Illiterate 1.How frequently do you visit Big Bazaar ? ? Twice in a week ? During special offers ? Once in a week ? Whenever the need arises : : : : : : : : : : : : M/F ( ( ?) )
? ? ? ?
? ? ? ?
2.Which day of the week do you prefer to visit Big Bazaar ? ? Week days ? Weekends
3.How much do you spent for shopping? ? Upto Rs. 2,000 ? Rs.5,000-8,000 ? Rs.2,000-5,000 ? Above Rs.8,000
4.Whether you are happy with the site area of Big Bazaar? ? Yes ? No
5. Do you find your specific brand in Big Bazaar? ? Yes ? No
118
6.Can you find different variety of products in Big Bazaar ? ? Yes ? No
7. Are you comfortable with the parking facility in Big Bazaar ? ? Yes ? No
8. Do you go with a planned list of products to be purchased from Big Bazaar ? ? Yes ? No
9. Do you have timely delivery from Big Bazaar ? ? Yes ? No
10. Are you satisfied with the billing system of Big Bazaar ? ? Yes ? No
11. Is there any free home delivery facility? ? Yes ? No
12. Why do you shop at Big Bazaar ? ? Low Price ? Quality ? Product Variety ? Location
13. What do you feel while entering the Big Bazaar ? ? Good Shopping ? Others ? Good Environment
14. How do you feel about playing music inside the store when you are shopping? ? It must ? Sometimes Ok ? Irritating ? Good, can be played ? It is not needed Excellent 15. Cleanliness of floor inside the store 16. Internal environment of the Store 17. Behaviour of staff 18. The freshness of products in the store is 19. The knowledge of staff about the product 119 ? ? ? ? ? Good Average Fair Poor ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?
Strongly Agree Agree 20. Your complaints are constructively handled ? ? ? ? ? ? ? ? ? ? ? ?
Neither Agree nor Disagree ? ? ? ? ? ?
Disagree ? ? ? ? ? ?
Strongly Disagree ? ? ? ? ? ?
21. Communication of the staff
22. Credit card acceptability
23. Quality of products
24. Fair price policy is followed
25. Staff services to the customers
26. Sale of new items according to the changing needs
?
?
?
?
?
27. Arrangements of goods in the store is in Proper order
? ?
? ?
? ?
? ?
? ?
28. Issuing coupons/points on bulk purchasing
29. Free passes for special events or shows
? ?
? ?
? ?
? ?
? ?
30. This store has convenient public areas( Rest rooms)
31. The overall services of Big Bazaar to customer is Good
?
?
?
?
?
120
doc_963494023.docx
This is my own project
A STUDY ON CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR- TIRUPUR.
Submitted by R.ARTHISHEFALI (113AA0398)
Under the guidance and supervision of Mrs.T.G.SHEJO M.COM., M.PHIL., PGDCA.,
A Dissertation Submitted to the Bharathiar University in partial fulfilment of the Requirements for the award of the degree of
MASTER OF COMMERCE
DEPARTMENT OF COMMERCE ST. JOSEPH’S COLLEGE FOR WOMEN
(Affiliated to Bharathiar University) Kangeyam Road, Tirupur-641 604 APRIL-2013
1
CERTIFICATE
This is to certify that the dissertation, entitled “A STUDY ON CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR – TIRUPUR” submitted to the Bharathiar University, in partial fulfilment of the requirements for the award of the degree of MASTER OF COMMERCE is a record of original research work done by R.ARTHISHEFALI ( 113AA0398) during the period of 2011-2013 of her study in the DEPATMENT OF COMMERCE at ST.JOSEPH’S COLLEGE FOR WOMEN, TIRUPUR, under my supervision and guidance and the dissertation has not formed the basis for the award of any
Degree/Diploma/Association/Fellowship or other similar title to any candidate of any University.
PLACE: DATE:
SIGNATURE OF THE GUIDE
PRINCIPAL
HEAD OF THE DEPARTMENT
2
DECLARATION
I R.ARTHISHEFALI hereby declare that the dissertation, entitled “ A
STUDY ON CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR – TIRUPUR” submitted to Bharathiar University, in partial fulfilment of the requirement for the award of the degree of MASTER OF COMMERCE is a record of original research work done by me during 20112013 under the supervision and guidance of Mrs.T.G.SHEJO
M.COM.,M.PHIL.,PGDCA., Department of commerce and it has not formed the basis for the award of any Degree/Diploma/Fellowship or the other similar title to any candidate of any University.
PLACE: DATE:
SIGNATURE OF THE CANDIDATE ( R. ARTHISHEFALI) (113AA0398)
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ACKNOWLEDGEMENT
I thank the almighty that has been with us in all critical moments. I am highly indebted to all people who have directly and indirectly contributed a lot towards the successful completion of this dissertation.
I wish to express my deep sense of gratitude and thanks to Rev Sr. NYMPHA MSc., M.Phil., Principal, St.Joseph’s college for women, Tirupur, for allowing me to undertake this Dissertation.
I
also
extent
my
sincere
thanks
to
Mrs.T.G.SHEJO
M.Com.,M.Phil.,PGDCA., Head of the department of commerce, St.Joseph’s college for Women, Tirupur, for her encouragement to do this Dissertation.
I record my heartiest indebtedness to my beloved dissertation guide Mrs.T.G.SHEJO M.Com., M.Phil., PGDCA., for her valuable suggestions and immense help in making my Dissertation work success.
I extend my heartfelt thanks to my friends and beloved family members who supported me in all my way during the project.
(R.ARTHISHEFALI) (113AA0398)
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CONTENTS
TITLE LIST OF TABLES LIST OF CHARTS I INTRODUCTION 1.1 INTRODUCTION TO THE STUDY 1.2 INTRODUCTION TO BIG BAZAAR 1.3 OBJECTIVE OF THE STUDY 1.4 RESEARCH METHODOLOGY 1.5 SCOPE OF THE STUDY 1.6 LIMITATIONS OF THE STUDY 1.7 CHAPTER SCHEME II III IV V REVIEW OF LITERATURE ANALYSIS AND INTERPRETATION FINDINGS AND SUGGESTIONS CONCLUSION BIBLIOGRAPHY ANNEXURE 1 4 9 10 14 15 16 17 22 90 93 PAGE NO
CHAPTER
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LIST OF TABLES
TABLE NO 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16 GENDER EDUCATIONAL QUALIFICATION FREQUENT VISIT FOR BIG BAZAAR PREFERENCE OF DAYS TO VISIT OPINION REGARDING THE SITE AREA OF BIG BAZAAR SPECIFICATION OF THEIR BRANDS VARIETY OF PRODUCTS COMFORTABILITY REGARDING PARKING AREA IN BIG BAZAAR PRODUCT LIST WHILE PURCHASING TIMELY DELIVERY OF PRODUCTS SATISFACTION OF BILLING SYSTEM FREE HOME DELIVERY FACILITY OF BIG BAZAAR REASONS FOR CHOOSING BIG BAZAAR PREFERENCE FOR THE BIG BAZAAR ENTERTAINMENT FACILITY CLEANLINESS OF FLOOR INSIDE THE STORE TITLE PAGE NO 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52
6
3.17 3.18 3.19 3.20 3.21 3.22 3.23 3.24 3.25 3.26 3.27 3.28 3.29 3.30 3.31 3.32 3.33
INTERNAL ENVIRONMENT OF THE STORE BEHAVIOR OF STAFF IN BIG BAZAAR FRESHNESS OF PRODUCTS KNOWLEDGE OF STAFF ABOUT PRODUCTS CONSTRUCTIVELY HANDLING OF COMPLAINTS COMMUNICATION SKILL OF STAFF ACCEPTANCE OF CREDIT CARDS QUALITY OF PRODUCTS PRICE STRUCTURE SERVICES BY STAFF TO CUSTOMERS PROVIDING OF NEW ITEMS ACCORDING TO THE CHANGING NEEDS ARRANGEMENTS OF PRODUCTS IN BIG BAZAAR COUPONS/POINTS ON BULK PURCHASING FREE PASSES FOR SPECIAL EVENTS OR SHOWS REST ROOM FACILITIES OVERALL SERVICES OF BIG BAZAAR RELATIONSHIP BETWEEN MONTHLY INCOME AND AMOUNT OF PURCHASE
54 56 58 60 62 64 66 68 70 72 74 76 78 80 82 84 86
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LIST OF CHARTS
CHARTS NO 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 GENDER EDUCATIONAL QUALIFICATION FREQUENT VISIT FOR BIG BAZAAR PREFERENCE OF DAYS TO VISIT OPINION REGARDING THE SITE AREA OF BIG BAZAAR SPECIFICATION OF THEIR BRANDS VARIETY OF PRODUCTS COMFORTABILITY REGARDING PARKING AREA IN BIG BAZAAR PRODUCT LIST WHILE PURCHASING TIMELY DELIVERY OF PRODUCTS SATISFACTION OF BILLING SYSTEM FREE HOME DELIVERY FACILITY OF BIG BAZAAR REASONS FOR CHOOSING BIG BAZAAR PREFERENCE FOR THE BIG BAZAAR ENTERTAINMENT FACILITY CLEANLINESS OF FLOOR INSIDE THE STORE TITLE PAGE NO 23 25 27 29 31 33 35 37
3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16
39 41 43 45 47 49 51 53
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3.17 3.18 3.19 3.20 3.21 S3.22 3.23 3.24 3.25 3.26 3.27
INTERNAL ENVIRONMENT OF THE STORE BEHAVIOR OF STAFF IN BIG BAZAAR FRESHNESS OF PRODUCTS KNOWLEDGE OF STAFF ABOUT PRODUCTS CONSTRUCTIVELY HANDLING OF COMPLAINTS COMMUNICATION SKILL OF STAFF ACCEPTANCE OF CREDIT CARDS QUALITY OF PRODUCTS PRICE STRUCTURE SERVICES BY STAFF TO CUSTOMERS PROVIDING OF NEW ITEMS ACCORDING TO THE CHANGING NEEDS ARRANGEMENTS OF PRODUCTS IN BIG BAZAAR COUPONS/POINTS ON BULK PURCHASING FREE PASSES FOR SPECIAL EVENTS OR SHOWS REST ROOM FACILITIES OVERALL SERVICES OF BIG BAZAAR
55 57 59 61 63 65 67 69 71 73 75
3.28 3.29 3.30 3.31 3.32
77 79 81 83 85
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Chapter I
Introduction
10
CHAPTER – I INTRODUCTION 1.1 INTRODUCTION TO THE STUDY
MEANING OF CUSTOMER SERVICE: Customer service is the provision of service to customers before, during and after a purchase. It is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
Customer service plays an important role in an organization's ability to generate income and revenue. It should be included as part of an overall approach to systematic improvement. it is the overall activity of identifying and satisfying customer needs.
DEFINITION: According to Jack Speer “ Customer service is the ability to provide a service or product in the way that it has been promised.” BASIC ELEMENTS FOR CUSTOMER SERVICE: There are five basic elements for good customer service. ? Identify personal and professional qualities and attributes which enhance the effectiveness of customer contact and service. ? Distinguish between professional and unprofessional behaviors in customer contact and service.
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? Determine techniques that will communicate your qualities to customers. ? Identify strategies that turn average service into outstanding service. ? Identify customer service techniques when using the telephone when dealing with clients. INTRODUCTION TO DEPARTMENTAL STORES: A department store is a retail establishment which satisfies a wide range of durable goods and products to the consumer's personal and residential needs.
In our country, departmental stores have emerged as a major and prominentl y-recognized organized retailing channel, especially for Indian and international fashion brands, targeted at the upper middle and higher income segments. FUNCTIONS OF DEPARTMENTAL STORES: ? It is a large scale retail organization. ? It has a wide range of products. ? Each department specializes a particular line of product. ? Its management is centralized. ? It is located in a most central place of big cities. ? It makes extensive use of advertisement to attract people.
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? It meets the requirements of generally rich people. NUMBER OF DEPARTMENTAL STORES IN TIRUPUR: ? Big Bazaar ? Shri kannan Departmental store ? Tulsi retail ? Anantha Departmental store ? Nilgiris super market ? Reliance Fresh ? Sri Selvakumar Departmental store ? Kovai Departmental store ? Akshaya Departmental store ? S.K.S Departmental store ? Senbagam Departmental store ? Royal Roots Bazaar ? Marappa Gounder Maligai ? Nellai Sriram Stores ? Sri Mahalakshmi General Store ? Sri Sakthi Stores ? Nellai raja stores ? Gem Super Market
13
Introduction about Big Bazaar
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1.2 INTRODUCTION ABOUT BIG BAZAAR:
? Big Bazaar is a chain of shopping malls in India currently with 214 outlets owned by the pantaloon group. The idea was pioneered by entrepreneur Kishore Biyani, the head of pantaloon retail India ltd. The idea from the very beginning was to make Big Bazaar very comfortable for the Indian customer. That was Kishoreji strength as a retailer. ? Big Bazaar is not just another hypermarket. It caters to every need of your family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. ? Big bazaar all over India attract a few thousand customers on any regular day, and a lot more if they are offering something extra on each buy. Which they normally are! And the sales force at Big Bazaar along with the executives is prepared for them. OBJECTIVES OF BIG BAZAAR: The central objective for earlier businesses of big Bazaar was to bring in stability and consolidation. The new macrodifferentiate can be design. Design is helping companies to sell differentiated experiences and solutions that connect with the consumer emotions. ? Target customers ? Targeting young working class ? Value for money
15
VARIETIES OF PRODUCTS IN BIG BAZAAR: Big Bazaar has a wide range of merchandise they have both branded and unbranded products like o Home line items o Electronic items o Mobile Zone o Furniture o Star Sitara o Opticians o Men, ladies and kids wear o Foot wear o Music o Toys o Stationary BRANCHES OF BIG BAZAAR IN ALL OVER INDIA: o Mumbai o Delhi o Pune o Bangalore o Hyderabad o Kolkata o Chennai
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o Coimbatore o Tirupur o Ahmadabad o Allahabad o Chandigar o Cochin o Goa o Jaipur o Ludhiana o Luck now
GROUP VISION: “ To deliver everything, everywhere, every time to every Indian consumer in the most profitable manner.” GROUP MISSION: ? We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development. ? We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segments – for classes and for masses.
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? We shall infuse Indian brands with confused and renewed ambition. ? We shall be efficient and cost- conscious and committed to quality in whatever we do.
BOARD OF DIRECTORS:
Managing director: ? Mr kishore Biyani
Whole time Director:
Mr Gopikishan Biyani Mr Rakesh Biyani
Directors: ? Mr Shailesh Haribhakti ? Mr S.Doreswamy ? Mr Darlie Koshy ? Mr Anil Harish
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BIG BAZAAR SUPER CENTER
Big Bazaar Outlet Parent group Owner Founded Head Quarter Industry Tagline Revenue Employees Website
Hyper mart chain in India 214 Outlets Future group Kishore Biyani 2001 Jogeshwari, Mumbai Retail Is se Sasta aus accha Kahin Nahi Rs. 6000 Crores (in 2011) 36,000 People WWW.bigbazaar.com
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Objectives of the Study
20
1.3 OBJECTIVES OF THE STUDY
PRIMARY OBJECTIVES: To find out the customer service with reference to Big Bazaar in Tirupur city.
SECONDARY OBJECTIVES: ? To identify the service rendered by Big Bazaar to customers. ? To identify the customer satisfaction towards Big Bazaar. ? To identify the customer opinion about the discounts and offers given by Big Bazaar. ? To know the customer perception about the quality and price schemes in Big Bazaar. ? To know about the problems faced by the customers.
21
Research Methodology
22
1.4 RESEARCH METHODOLOGY
Research Methodology is a set of various methods to be followed to find out various information’s regarding market strata of different products. Research Methodology is required in every industry for acquiring knowledge of their products.
MEANING OF RESEARCH:
Research in common parlance refers to a search for knowledge. Once can also define research as a scientific and systematic search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. The Advanced Learner’s Dictionary of Current English lays down the meaning of research as “a careful investigation or inquiry especially through search for new facts in any branch of knowledge.”
DEFINITION: According to Redman and Mory “Research is defined as a Systematized effort to gain new Knowledge.”
RESEARCH DESIGN:
The study undertaken was descriptive in nature as it provides description of the state of affairs, as it exists at present “ A study on customer service with reference to Big Bazaar “.
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SAMPLE DESIGN: A sample design is a definite plan for obtaining a sample from a given population. 100 samples were selected by simple random sampling method. It is one of the probability sampling techniques.
NATURE OF DATA: The data was collected by using both primary and secondary data which is used for the study.
METHOD OF DATA COLLECTION: There are two types of method of data collection used in the study. ? Primary data ? Secondary data
PRIMARY DATA: Data that has been collected from first-hand-experience is known as primary data. Primary data has not been published yet and is more reliable, authentic and objective. Primary data has not been changed or altered by human beings; therefore its validity is greater than secondary data.
Primary data is information collected by the researcher directly through instruments such as surveys, interviews, focus groups or observation.
SECONDARY DATA: Secondary data is the data that have been already collected by and readily available from other sources. Such data are cheaper and more quickly obtainable than the primary data and also may be available when primary data can not be obtained at all.
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TOOLS APPLIED FOR THE RESEARCH:
The table was edited and tabulated using simple percentage analysis and Likert scale analysis. The study was carried out before starting of the main study with the objective of assessing the clarity of question asked and to find whether the questionnaire needs any modification.
ANALYSIS OF TOOLS: It is carried out in the following ways. ? Simple percentage method ? Likert scale method ? Chi-Square method
SIMPLE PERCENTAGE METHOD:
In this method, based on the opinion of the respondents percentage is calculated for the respective scale of each factor.
Formula for simple percentage method:
Number of Respondents replied Simple percentage method = __________________________ x 100
Total number of Respondents
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LIKERT SCALE METHOD:
Likert scale is simply a statement which the respondent is asked to evaluate according to any kind of subjective or objective criteria, generally the level of agreement and disagreement is measured Likert scaling is a bipolar scaling method, measuring either positive or negative response to a statement.
CHI-SQUARE TEST:
A chi-square test is a statistical test commonly used for testing independence and goodness of fit. Testing independence determines whether two or more observations across two populations are dependent on each other (that is, whether one variable helps to estimate the other). Formula for chi-square test:
26
Scope of the Study
27
1.5 SCOPE OF THE STUDY
The scope of this study is to identify the customer services towards Big Bazaar in Tirupur city. This study is based on primary data and secondary data. This study aims towards knowing the customer opinion about Big Bazaar. Due to time constraints only the hundred customers of Big Bazaar are taken as respondents. This study will help us to understand the customer’s satisfaction level and their expectations from the store and also add knowledge about customer care services to the public.
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Limitations of the study
29
1.6 LIMITATIONS OF THE STUDY
? The number of respondents include for the study is limited due to the time constraints. ? All the findings and observations made in this study are purely based on respondents answer, the response may be due to personal factor. ? Since the sample is very small when compared to the universe the findings and suggestions made are not applicable to the universe. ? This study has contained only Tirupur Big Bazaar. ? Some of the respondents were reluctant to share information with the researcher. ? The customer behaviour is changed according to time and technology development.
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Chapter Scheme
31
1.7 CHAPTER SCHEME
CHAPTER I : It deals with the introduction to the study and big Bazaar , Research methodology, objective , scope and limitations of the study. CHAPTER II : It reveals the review of literature. CHAPTER III: It deals with the analysis interpretations. CHAPTER IV: It reveals the findings and suggestions. CHAPTER V: It reveals the conclusion to the study.
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Chapter II
Review of literature
33
CHAPTER II REVIEW OF LITERATURE
1.Miss.M.Parameshwari (2005): conducted “ A study on customer satisfaction towards Big Bazaar”. The objective of the study was to examine the primary schemes and quality level and customer satisfaction towards it. It was found that the respondents have to buy it for quality and better service. 2.Mr.N.Kathirvel (2006): conducted “ A study on customer satisfaction towards Big Bazaar”. The main objective of the study is determine the factor with which the customers of Big Bazaar are satisfied and to find out the overall feelings of the customer of the Big Bazaar. To study the level of satisfaction , he had surveyed a sample of 200. The study found that 80% of the respondents are satisfied with the Big Bazaar. 3. Mr.C. Sengottiayan (2007): conducted “A study on customer services towards Big Bazaar”. The main objective of the study is determining the factor with the customer service towards the Big Bazaar and find out the overall feelings of the customer. He concluded the study by stating that “to manage a business well as manage its future and to manage the future information”.
Source: 1. Journal of marketing , volume 42, January 2013. 2. www.scribd.com 3. Mr.C. Sengottiayan- “ A study on customer services towards Big Bazaar.” – The Project Magazine.
34
4. Mr.S.Jaishankar (2008): conducted “A study on customer satisfaction and services of Big Bazaar in Chennai”. The objective of the study was to identify the awareness among customers with reference to their services. 5. Mr.S.Venkatesh (2010): analysed “A study on customer services towards surf excel with special reference to Erode town”. The objective of the study was to know the satisfaction level of consumers towards the services by the company. 6. Mr.Anuraag Sharma (2010): analysed “A study on consumer shopping behaviour in Big Bazaar” the scope of the study was to analyse consumer behaviour towards consumption of fast food and various products available in Big Bazaar.
Source : 4. www. studymode.com
5. Indian journal of marketing , volume 34, December 2010. 6. Mr.Anuraag Sharma- “A study on consumer shopping behaviour in Big Bazaar.” – 4P’s Business & Marketing
35
7. Mr. Pawan Kumar (2009): conducted “A study on customer service and support” the objective of the study was to identify better customer service in all areas and to create more awareness among customers of retail outlets. 8. Mr.Y.M.Ramesh (2012): analysed “A study of customer’s opinion and satisfaction towards hyper market-a case of Big Bazaar, Hubli.” The study shows that customers are very loyal towards big bazaar, hence they want to visit big bazaar again, around 78 % of the customers are satisfied says that they definitely like to visit big bazaar again. This shows that customers are satisfied in shopping at big bazaar. Researcher believed that Big Bazaar has the potential to satisfy its customers and retain them. And it has its brand name to reckon with in the market. 9. Mr.N.Mohammed Nizar (2000): analysed “A study on customer services at BSNL with special reference to Coimbatore city” the study was used to understand the expectations and requirements for customers and can serve them in a better way.
Source : 7. Mr. Pawan Kumar – “ A study on customer service and Support.” – The Times of India.
8. Journal of consumer claim , volume 50, December 2012.
9. www.docsstoc.com
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10. Mr.A.Akshar Ahammed (2012): conducted “A study on effectiveness of advertisement programme in Big Bazaar, Palakkad”. This study is executed to help Big Bazaar to understand the effectiveness of advertisement, discount offer, exchange offer and to suggest effectives various programme.
11. Miss.S.Kumud Sundhari (2002): conducted “A study on operation management at Big Bazaar” the study deals with the customer orientation towards products and recommendation for impulse buying at Big Bazaar.
12. Mr.Harleen Kaur (2011): conducted “A study on customer services with reference to Big Bazaar in Delhi”. The study reveals that the status of Big Bazaar in the city and identifies the main competitors of Big Bazaar with reference to its services.
Source: 10. www.scribd.com 11. Ms. Kumud Sundhari – “ A study on operation management at Big Bazaar.”- Business line.
12. Business Research, Volume 23, November 2011.
37
13. Mr.Shivaraj Kumar (2009): analysed “A study on organisation structure of retail outlets with special reference to Big Bazaar”. The objective of the study was to understand the organization structure or hierarchy of the company and to find out the responsibilities and duties carried out by each department.
14.Mr.Harsha .B.N (2011): conducted “A project report on organisation study carried out at Big Bazaar, Bangalore.” The scope of the study was to enable us to gain an insight into the corporate world and aims to understand the skills of the company in the areas like technological advancements and competition in management.
15. Mr. Amit Kumar Gupta (2010):analysed “A study of customer service in reliance fresh , New Delhi.” The study has been concluded with the service of the store to be increased for the full satisfaction of customers.
Source : 13. Journal of management Research, volume 28, October 2009. 14. Mr. Harsha .B.N – “ A project report on organisation study carried out at Big Bazaar, Bangalore.”- Research Update.
15. www.managementparadise.com
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Chapter III
Analysis & Interpretation
39
CHAPTER III DATA ANALYSIS & INTERPRETATION
TABLE NO 3.1 TABLE SHOWING GENDER OF THE RESPONDENTS
S. No
Gender
Number of Respondents
Percentage (%) 65 35 100
1. 2.
Male Female Total
65 35 100
Source: Primary Data Interpretation From the above table it shows that 65% of the respondents are male and 35% of the respondents are female.
40
CHART NO 3.1 CHART SHOWING THE GENDER OF THE RESPONDENTS
35%
65%
GENDER
Male
Female
41
TABLE NO 3.2 TABLE SHOWING THE EDUCATIONAL LEVEL OF THE RESPONDENTS S. No 1. 2. 3. 4. Educational Level Post graduate Under Graduate HSC/SSLC Illiterate Total No. of Respondents 13 57 20 10 100 Percentage (%) 13 57 20 10 100
Source: Primary Data Interpretation This table depicts that 57% of the respondents are educated at Under Graduate level, 20% of the respondents are HSC/SSLC, 13% of the respondents are educated at Post graduate and 10% of the respondents are Illiterate.
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CHART NO 3.2 CHART SHOWING THE EDUCATIONAL LEVEL OF THE RESPONDENTS
57
60 50 40 30 20 10 0
10
20 13
EDUCATION LEVEL
Post graduate
Under graduate
HSC/SSLC
Illiterate
43
TABLE 3.3 TABLE SHOWING THE FREQUENT VISIT FOR BIG BAZAAR OF THE RESPONDENTS The Frequent visit for Big Bazaar of the Respondents Twice a week Once in a week During special offers Whenever the need arises Total No of Respondents 07 16 27 50 100 Percentage (%) 07 16 27 50 100
S. No 1. 2. 3. 4.
Source: Primary Data Interpretation The above table shows that out of the total respondents 50% had visit whenever the need arises, 27% of the respondents visit during special offers, 16% of the respondents visit once in a week and 07% of the respondents visit twice in a week.
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CHART 3.3 CHART SHOWING THE FREQUENT VISIT FOR BIG BAZAAR OF THE RESPONDENTS
50 45 40 35 30 25 20 15 10 5 0
50 27
16 7
Frequent Visit
Twice in a week
Once in a week
During Special offers
Whenever the need arises
45
TABLE 3.4
TABLE SHOWING THE PREFERENCE OF DAYS TO VISIT BY THE RESPONDENTS
S. No 1. 2.
Preference of days to visit by the Respondents Week Days Weekends Total
No of Respondents 42 58 100
Percentage (%) 42 58 100
Source: Primary Data Interpretation From the above table it shows that out of the total respondents, 42% of the respondents prefer to visit on Week days and the 58% of the
respondents are prefer to visit on Weekends.
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CHART 3.4 CHART SHOWING THE PREFERENCE OF DAYS TO VISIT BY THE RESPONDENTS
58
60 50
42
PERCENTAGE
40 30 20 10 0
VISIT TO BIG BAZAAR
Week days
Weekends
47
TABLE 3.5
TABLE SHOWING THE OPINION REGARDING SITE AREA OF BIG BAZAAR Opinion Regarding S. No Site Area of Big Bazaar 1. 2. Yes No Total No of Respondents 75 25 100 Percentage (%) 75 25 100
Source: Primary Data Interpretation This table inhales that out of the total respondents, 75% of the respondents are felt happy with the site area of the big bazaar, 25% of the respondents are not happy with the site area of the big bazaar.
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CHART 3.5 CHART SHOWING THE OPINION REGARDING SITE AREA OF BIG BAZAAR
75
80 70
PERCENTAGE
60 50 40 30 20 10 0
25
Opinion On Site Area
Yes
No
49
TABLE 3.6 TABLE SHOWING THE SPECIFICATION OF THEIR BRANDS
S. No 1. 2.
Specification of their Brands Yes No Total
No of Respondents 70 30 100
Percentage (%) 70 30 100
Source: Primary Data Interpretation From the above table it shows that out of the total respondents, 70% of the respondents are find their specific brands in big bazaar and the remaining 30% of the respondents didn’t find their brands in big bazaar.
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CHART 3.6 CHART SHOWING THE SPECIFICATION OF THEIR BRANDS
70
80% 70%
PERCENTAGE
60% 50% 40% 30% 20% 10% 0%
30
Specification of Brands
Yes
No
51
TABLE 3.7 TABLE SHOWING THE DIFFERENT VARIETY OF PRODUCTS IN BIG BAZAAR S. No 1. 2. The Different Variety of Products in Big Bazaar Yes No Total No of Respondents 83 17 100 Percentage (%) 83 17 100
Source: Primary Data Interpretation From the above table it shows that out of the total respondents, 83% of the respondents tell that they can find the different variety of products in big bazaar and the remaining 17 % of the respondents can’t find the different variety of products.
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CHART 3.7 CHART SHOWING THE DIFFERENT VARIETY OF PRODUCTS IN BIG BAZAAR
83
90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
PERCENTAGE
17
Variety of Products
Yes
No
53
TABLE 3.8 TABLE SHOWING COMFORTABILITY REGARDING PARKING AREA IN BIG BAZZAR
Comfortability S. No Regarding Parking Area in Big Bazaar 1. 2. Yes No Total
No of Respondents 92 08 100
Percentage
92 08 100
Source: Primary Data Interpretation From the above table it indicates that out of the total respondents, 92% of the respondents are felt comfortable with the parking area of the big bazaar and the remaining 08% of the respondents are not comfortable with the parking area of the big bazaar.
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CHART 3.8 CHART SHOWING COMFORTABILITY REGARDING PARKING AREA IN BIG BAZZAR
100 90 80 70 60 50 40 30 20 10 0
92%
8%
Yes
No
55
TABLE 3.9 TABLE SHOWING THE PRODUCT LIST WHILE PURCHASING
S. No 1. 2. Yes No
Product List While Purchasing
No of Respondents 42 58
Percentage (%) 42 58 100
Total
100
Source : Primary Data Interpretation The above table depicts that out of the total respondents, 42% of the respondents are making their purchase with the list of products and the remaining 58% of the respondents are not making their purchase with the list of products.
56
CHART 3.9 CHART SHOWING THE PRODUCT LIST WHILE PURCHASING
58 42
60 50
40
30 20 10 0
List For Purchase
Yes
No
57
TABLE 3.10
TABLE SHOWING THE TIMELY DELIVERY FOR THE PRODUCTS
S. No 1. 2.
Timely Delivery for The Products Yes No Total
No of Respondents 77 23 100
Percentage (%) 77 23 100
Source : Primary Data Interpretation From the above table it indicates that out of the total respondents, 77% of the respondents are saying that they have the timely delivery of their
products and the remaining 23 % are not have their products in timely.
58
CHART 3.10 CHART SHOWING THE TIMELY DELIVERY FOR THE PRODUCTS
23
77
TIMELY DELIVERY
59
TABLE 3.11
TABLE SHOWING THE SATISFACTION OF BILLING SYSTEM IN BIG BAZAAR
S. No 1. 2.
Satisfaction of Billing System Yes No Total
No of Respondents 85 15 100
Percentage (%) 85 15 100
Source : Primary Data Interpretation From the above table it pinpoints that out of the total respondents, 85% of the respondents are satisfied with the billing system in Big bazaar and the remaining 15% are unsatisfied with the billing system in Big bazaar.
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CHART 3.11 CHART SHOWING THE SATISFACTION OF BILLING SYSTEM IN BIG BAZAAR
85
90
PERCENTAGE
80 70 60 50 40 30 20 10 0
15
Satisfaction On Billing
Yes
No
61
TABLE 3.12
TABLE SHOWING THE FREE HOME DELIVERY FACILITY OF BIG BAZAAR S. No 1. 2. The Free Home Delivery Facility of Big Bazaar Yes No Total No of Respondents 95 05 100 Percentage (%) 95 05 100
Source : Primary Data Interpretation The above inhales it shows that out of the total respondents, 95% of the respondents are knows about the free home delivery of big bazaar and the remaining 15% don’t have any knowledge about the free home delivery of big bazaar.
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CHART 3.12 CHART SHOWING THE FREE HOME DELIVERY FACILITY OF BIG BAZAAR
95 100 PERCENTAGE 80 60 40 20 0 5
Free Home Delivery
Yes
No
63
TABLE 3.13 TABLE SHOWING THE REASONS FOR CHOOSING BIG BAZAAR
S. No 1. 2. 3. 4.
The Reasons for Choosing Big Bazaar Product variety Quality Low price Location Total
No of Respondents 59 25 10 06 100
Percentage (%) 59 25 10 06 100
Source : Primary Data Interpretation The above table it depicts that out of the total respondents, 59% of the respondents are choosing big bazaar because of the product variety, 25% of the respondents are choosing big bazaar for quality, 10% of the respondents are choosing big bazaar for low price and 06% of the respondents are choosing big bazaar for Location.
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CHART 3.13 CHART SHOWING THE REASONS FOR CHOOSING BIG BAZAAR
59
60 50 40 30
25 10 6
20
10 0
Reason for Choosing Big Bazaar
Product variety
Quality
Low Price
Location
65
TABLE 3.14 TABLE SHOWING THE PREFERENCE OF THE RESPONDENTS FOR BIG BAZAAR Preference of the S. No Respondents for Big Bazaar 1. 2. 3. Good shopping Good Environment Others Total 30 52 18 100 No of Respondents Percentage (%) 30 52 18 100
Source : Primary Data Interpretation The above table it shows that out of the total respondents, 52% of the respondents are feel the good environment while entering into big bazaar, 30% of the respondents are feel the good shopping while entering into big bazaar, 10% of the respondents feel other things.
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CHART 3.14 CHART SHOWING THE PREFERENCE OF THE RESPONDENTS FOR BIG BAZAAR
60 50
52
PERCENTAGE
40 30 20 10 0
30
18
Preference for Big Bazaar
Good Shopping
Good Environment
Others
67
TABLE 3.15
TABLE SHOWING THE ENTERTAINMENT FACILITY INSIDE THE BIG BAZAAR WHILE SHOPPING
Entertainment S. No Facility Inside the Big Bazaar 1. 2. 3. 4. 5. It must Good, can be played Sometimes OK It is not needed Irritating Total 10 23 44 9 14 100 No of Respondents
Percentage (%) 10 23 44 9 14 100
Source : Primary Data Interpretation From the above table it pinpoints that out of the total respondents, 44% of the respondents are felt OK with the music, 23% of the respondents are felt good with the music, 14% of the respondents are felt irritating with the music, 10% of the respondents are felt that music is must while shopping and the remaining other 9 % of the respondents are saying that music is not needed while shopping.
68
CHART 3.15 CHART SHOWING THE ENTERTAINMENT FACILITY INSIDE THE BIG BAZAAR WHILE SHOPPING
44 50 40 30 20 10 23
10
9
14
0
Entertainment Facility
It must Sometimes OK Irritating
Good, can be played It is not needed
69
TABLE 3.16
TABLE SHOWING THE CLEANLINESS OF FLOOR INSIDE THE STORE The Cleanliness of Floor Inside The Store Excellent Good Average Fair Poor Total Percentage (%) 35 31 20 9 5 100
S. No
No of Respondents
1. 2. 3. 4. 5.
35 31 20 9 5 100
Source : Primary Data Interpretation From the above table it shows that out of the total respondents, 35% of the respondents felt that the cleanliness of Big Bazaar is Excellent, 31% of the respondents felt that the cleanliness of Big Bazaar is Good, 20% the respondents felt that the cleanliness of Big Bazaar is Average, 9% the respondents felt that the cleanliness of Big Bazaar is Fair and the remaining 5% the respondents felt that the cleanliness of Big Bazaar is Poor.
70
CHART 3.16 CHART SHOWING THE CLEANLINESS OF FLOOR INSIDE THE STORE
35
35 30
31
PERCENTAGE
25 20 15 10 5 0
20
9 5
Cleanliness of Floor
Excellent
Good
Average
Fair
Poor
71
TABLE 3.17
TABLE SHOWING THE INTERNAL ENVIRONMENT OF THE STORE The Internal S. No Environment of the Store 1. 2. 3. 4. 5. Excellent Good Average Fair Poor Total 20 35 15 18 12 100 No of Respondents Percentage (%) 20 35 15 18 12 100
Source : Primary Data Interpretation From the above table it states that out of the total respondents, 20% of the respondents says that the internal environment of Big Bazaar is Excellent, 35% of the respondents says that the internal environment of Big Bazaar is Good, 15% the respondents says that the internal environment of Big Bazaar is Average, 18% the respondents says that the internal environment of Big Bazaar is Fair and the remaining 12% the respondents says that the internal environment of Big Bazaar is Poor.
72
CHART 3.17 CHART SHOWING THE INTERNAL ENVIRONMENT OF THE STORE
35
35 30
20
PERCENTAGE
25
18
20 15 10 5 0
15 12
Internal Environment
Excellent
Good
Average
Fair
Poor
73
TABLE 3.18
TABLE SHOWING THE BEHAVIOUR OF STAFF IN BIG BAZAAR The Behavior of Staff in Big Bazaar Excellent Good Average Fair Poor Total Percentage (%) 22 34 25 13 6 100
S. No
No of Respondents
1. 2. 3. 4. 5.
22 34 25 13 6 100
Source : Primary Data Interpretation From the above table it depicts that out of the total respondents, 22% of the respondents says that the behavior of staff in Big Bazaar is Excellent, 34% of the respondents says that the behavior of staff in Big Bazaar Big Bazaar is Good, 25% the respondents says that the behavior of staff in Big Bazaar is Average, 13% the respondents says that the behavior of staff in Big Bazaar is Fair and the remaining 06% the respondents says that the behavior of staff in Big Bazaar is Poor.
74
CHART 3.18 CHART SHOWING THE BEHAVIOUR OF STAFF IN BIG BAZAAR
34
35 30
22
25
PERCENTAGE
25 20 15 10 5 0
13
6
Behaviour of Staff
Excellent
Good
Average
Fair
Poor
75
TABLE 3.19
TABLE SHOWING THE FRESHNESS OF PRODUCTS IN BIG BAZAAR
The Freshness of S. No Products In Big Bazaar 1. 2. 3. 4. 5. Excellent Good Average Fair Poor Total 42 26 21 5 6 100 No of Respondents
Percentage (%) 42 26 21 5 6 100
Source : Primary Data Interpretation From the above table it inhales that out of the total respondents, 42% of the respondents says that the freshness of products in Big Bazaar is Excellent, 26% of the respondents says that the freshness of products in Big Bazaar is Good, 21% the respondents says that the freshness of products Big Bazaar is Average, 05% the respondents says that the freshness of products in Big Bazaar is Fair and the remaining 06% the respondents says that the freshness of products in Big Bazaar is Poor.
76
CHART 3.19 CHART SHOWING THE FRESHNESS OF PRODUCTS IN BIG BAZAAR
42
45 40
PERCENTAGE
35 30 25 20 15 10 5 0
26 21
5
6
Freshness of Products
Excellent
Good
Average
Fair
Poor
77
TABLE 3.20 TABLE SHOWING THE KNOWLEDGE OF STAFF ABOUT PRODUCT IN BIG BAZAAR Knowledge of Staff About Product Excellent Good Average Fair Poor Total Percentage (%) 32 22 16 22 8 100
S. No
No of Respondents
1. 2. 3. 4. 5.
32 22 16 22 8 100
Source : Primary Data Interpretation From the above table it indicates that out of the total respondents, 32% of the respondents says that the knowledge of staff about products in Big Bazaar is Excellent, 22% of the respondents says that the knowledge of staff about products in Big Bazaar is Good, 16% the respondents says that the knowledge of staff about products Big Bazaar is Average, 22% the respondents says that the knowledge of staff about products in Big Bazaar is Fair and the remaining 08% the respondents says that the knowledge of staff about products in Big Bazaar is Poor.
78
CHART 3.20 CHART SHOWING THE KNOWLEDGE OF STAFF ABOUT PRODUCT IN BIG BAZAAR
32
35 30 25
22 22 16
20 15 10 5 0
8
Knowledge of Staff
Excellent
Good
Average
Fair
Poor
79
TABLE 3.21 TABLE SHOWING THE CONSTRUCTIVELY HANDLING OF COMPLAINTS The constructively Handling of complaints Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
14 39 37 07 03 100
70 156 111 14 3 354
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table pinpoints that the total points obtained from the scale are 354. It is greater than the neutral value of 300.The chart is based on points obtained.
80
CHART 3.21 CHART SHOWING THE CONSTRUCTIVELY HANDLING OF COMPLAINTS IN BIG BAZAAR
160 140
156
111 120 100 80 60 40 70
20
0
14 3
Handling Of Complaints
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
81
TABLE 3.22 TABLE SHOWING THE COMMUNICATION SKILL OF STAFF
S.No
Communication Skill of Staff Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
36 20 15 19 10 100
180 80 45 38 10 353
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table indicates that the total points obtained from the scale are 353. It is greater than the neutral value of 300.The chart is based on points obtained.
82
CHART 3.22 CHART SHOWING THE COMMUNICATION SKILL OF STAFF
180
180 160 140 120 100 80 60 40 20 0
80 45 38
10
Communication Skill of Staff
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
83
TABLE 3.23 TABLE SHOWING THE ACCEPTANCE OF CREDIT CARDS IN BIG BAZAAR The Acceptance of Credit Card In Big Bazaar Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
56 34 05 03 02 100
280 136 15 06 02 439
Source : Primary Data LIKERT SCALE : Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table shows that the total points obtained from the scale are 439. It is greater than the neutral value of 300.The chart is based on points obtained.
84
CHART 3.23 CHART SHOWING THE ACCEPTANCE OF CREDIT CARDS IN BIG BAZAAR
280
300 250 200
136
150 100 50 0
15 6 2
Credit Card Acceptance
Strongly Agree Neither Agree or disagree Strongly Disagree Agree Disagree
85
TABLE 3.24 TABLE SHOWING THE QUALITY OF PRODUCTS IN BIG BAZAAR The Quality of Products in Big Bazaar Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
30 26 19 23 02 100
150 104 57 46 02 359
Source : Primary Data LIKERT SCALE : Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table inhales that the total points obtained from the scale are 359. It is greater than the neutral value of 300.The chart is based on points obtained.
86
CHART 3.24 CHART SHOWING THE QUALITY OF PRODUCTS IN BIG BAZAAR
150
160 140 120 100 80 60 40 20 0
104
57 46
2
Quality of Products
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
87
TABLE 3.25 TABLE SHOWING THE PRICE STRUCTURE IN BIG BAZAAR Price Structure in Big Bazaar Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
42 22 19 12 05 100
210 88 57 24 05 384
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table depicts that the total points obtained from the scale are 384. It is greater than the neutral value of 300.The chart is based on points obtained.
88
CHART 3.25 CHART SHOWING THE PRICE STRUCTURE IN BIG BAZAAR
210
250
200
150
88 57 24 5
100
50 0
Price Structure
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
89
TABLE 3.26 TABLE SHOWING THE SERVICES BY STAFF TO CUSTOMERS The Services by staff to Customer Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
12 15 29 21 23 100
60 60 87 42 23 272
Source : Primary Data LIKERT SCALE : Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table shows that the total points obtained from the scale are 272. It is less than the neutral value of 300.The chart is based on points obtained.
90
CHART 3.26 CHART SHOWING THE SERVICES BY STAFF TO CUSTOMERS
87
90 80 70 60 50 40 30 20 10 0
60
60
42
23
Services By Staff
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
91
TABLE 3.27 TABLE SHOWING THE PROVIDING OF NEW ITEMS ACCORDING TO THE CHANGING NEEDS Providing of New Items S.No According to the Changing Needs 1. 2. 3. 4. 5. Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total 46 24 16 08 06 100 230 96 48 16 06 396 No of Respondents Points Obtained
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table pinpoints that the total points obtained from the scale are 396. It is greater than the neutral value of 300.The chart is based on points obtained.
92
CHART 3.27 CHART SHOWING THE PROVIDING OF NEW ITEMS ACCORDING TO THE CHANGING NEEDS
230
250
200
150
96
100
48
50
16 6
0
Availability of New Items
Strongly Agree Neither Agree or disagree Strongly Disagree
Agree Disagree
93
TABLE 3.28 TABLE SHOWING THE ARRANGEMENTS OF PRODUCTS IN BIG BAZAAR IN PROPER ORDER Arrangements of Products in Big Bazaar Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
52 29 10 06 03 100
260 116 30 12 03 421
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table inhales that the total points obtained from the scale are 421. It is greater than the neutral value of 300.The chart is based on points obtained.
94
CHART 3.28 CHART SHOWING THE ARRANGEMENTS OF PRODUCTS IN BIG BAZAAR IN PROPER ORDER
260
300 250 200
116
150 100
30
50 0
12 3
Arrangements of Products
Strongly Agree Neither agree or disagree Strongly agree
Agree Disagree
95
TABLE 3.29 TABLE SHOWING ISSUING COUPONS/POINTS ON BULK PURCHASING Coupons/Points on Bulk Purchasing Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
25 19 34 9 13 100
125 76 102 18 13 334
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table indicates that the total points obtained from the scale are 334. It is greater than the neutral value of 300.The chart is based on points obtained.
96
CHART 3.29 CHART SHOWING ISSUING COUPONS/POINTS ON BULK PURCHASING
125
140 120 100
102
76
80 60 40 20 0
18 13
Issuing Coupons/Points
Strongly agree Neither agree or disagree Strongly disagree
Agree Disagree
97
TABLE 3.30 TABLE SHOWING THE PROVIDING FREE PASSES FOR SPECIAL EVENTS OR SHOWS Free Passes for Special Events Or Shows Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
12 24 39 17 08 100
60 96 117 34 08 315
Source : Primary Data LIKERT SCALE : Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table depicts that the total points obtained from the scale are 315. It is greater than the neutral value of 300.The chart is based on points obtained.
98
CHART 3.30 CHART SHOWING THE PROVIDING FREE PASSES FOR SPECIAL EVENTS OR SHOWS
117
120 100 80 60 40 20
96
60
34
8
0
PROVIDING FREE PASSES
Stongly agree Neither agree or disagree Strongly disagree
Agree Disagree
99
TABLE 3.31 TABLE SHOWING THE CONVENIENT PUBLIC AREAS IN BIG BAZAAR The Convenient Public Areas in Big Bazaar Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total
S.No
No of Respondents
Points Obtained
1. 2. 3. 4. 5.
52 25 10 06 07 100
260 100 30 12 07 409
Source : Primary Data LIKERT SCALE: Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table shows that the total points obtained from the scale are 409. It is greater than the neutral value of 300.The chart is based on points obtained.
100
CHART 3.31 CHART SHOWING THE CONVENIENT PUBLIC AREAS IN BIG BAZAAR
300 250 200 150 100 50 0
260
100
30 12 7
Rest Room Facility
Strongly agree Neither agree or disagree Strongly disagree
Agree Disagree
101
TABLE 3.32 TABLE SHOWING THE OVERALL SERVICES OF BIG BAZAAR TO CUSTOMER IS GOOD The Overall Services of S.No Big Bazaar To Customer is Good 1. 2. 3. 4. 5. Strongly agree Agree Neither agree or disagree Disagree Strongly Disagree Total 56 20 12 08 04 100 280 80 36 16 04 416 No of Respondents Points Obtained
Source : Primary Data LIKERT SCALE : Strongly agree Agree Neither agree or disagree Disagree Strongly disagree = 100*5=500 = 100*4=400 = 100*3=300 = 100*2=200 = 100*1=100
The above table pinpoints that the total points obtained from the scale are 353. It is greater than the neutral value of 300.The chart is based on points obtained.
102
CHART 3.32 CHART SHOWING THE OVERALL SERVICES OF BIG BAZAAR TO CUSTOMER IS GOOD
280
300
250 200 150 100 50 0
80 36 16 4
Overall Services Of Big Bazaar
Strongly agree Neither agree or disagree Strongly disagree
Agree Disagree
103
CHI-SQUARE TEST NULL HYPOTHESIS Ho = There is no relationship between Monthly income and amount of purchase in Big Bazaar.
ALTERNATIVE HYPOTHESIS Ha = There is A relationship between Monthly income and amount of purchase in Big Bazaar. RELATIONSHIP BETWEEN MONTHLY INCOME AND AMOUNT OF PURCHASE
MONTHLY INCOME
Upto Rs.2,000
Rs. 2,0005,000 6 4 14 6 30
Rs. 5,0008,000 4 9 15 14 42
Above Rs.8000
AMOUNT OF PURCHASE Below Rs.10000 Rs.10000-Rs.25000 Rs.25000-Rs 35000 Above Rs 35000 TOTAL
TOTAL
5 5 4 2 16
4 2 4 2 12
19 20 37 24 100
104
ROW TOTAL X COLUMN TOTAL EXCEPTED FREQUENCY = _______________________________ GRAND TOTAL CALCULATION OF EXCEPTED FREQUENCY
E=R.T*C.T/100 19*16/100 19*30/100 19*42/100 19*12/100 20*16/100 20*30/100 20*42/100 20*12/100 37*16/100 37*30/100 37*42/100 37*12/100 24*16/100 24*30/100 24*42/100 24*12/100
E 3.04 5.70 7.98 2.28 3.20 6.00 8.40 2.40 5.92 11.10 15.54 4.44 3.84 7.20 10.08 2.88
105
O 5 6 4 4 5 4 9 2 4 14 15 4 2 6 14 2
E 3.04 5.70 7.98 2.28 3.20 6.00 8.40 2.40 5.92 11.10 15.54 4.44 3.84 7.20 10.08 2.88
O-E 1.96 0.30 -3.98 1.72 -2.00 0.60 -0.40 -1.92 2.90 -0.54 -0.44 -1.84 -1.84 -1.20 3.92 -0.88 O
(O-E)2 3.84 0.09 15.84 2.95 3.24 4.00 0.36 0.16 3.68 8.41 0.24 0.19 3.39 1.44 15.37 0.77
(O-E)2/E 1.26 0.02 1.98 1.29 1.01 0.67 0.04 0.07 0.62 0.76 0.02 0.04 0.88 0.20 1.52 0.27 ?=9.65
Chi Square = (O-E)2 E =9.65
106
Degree of freedom = (r-1) x (c-1) = (4-1) x (4-1) =3x3 =9 Level of significance = 5% Table value = 16.919
The calculated Chi-square value is (13.4) is lesser than the table value (16.919). Hence the null hypothesis is accepted. So there is no relationship between monthly income and amount of purchase.
107
Chapter IV
Findings & Suggestions
108
CHAPTER IV 4.1 FINDINGS
Simple Percentage: ? It is found that 65% of the respondents are male. ? 57% of the respondents are graduates. ? 50% of the respondents visiting the Big Bazaar whenever the need arises. ? Majority 58% of the respondents are preferred to visit on weekends. ? 75% of the respondents are happy with the site area of Big Bazaar. ? 70% of the respondents mentioned that they could find specific brands in Big Bazaar. ? Majority 83% of the respondents stated that they have found different variety of products in Big Bazaar. ? 58% of the respondents say that they do not go with the list of products for purchase. ? Majority 59% of the respondents purchasing the products for low price. ? 52% of the respondents feels good environment while entering into Big Bazaar. ? 44% of the respondents are feeling ok with the music while shopping. ? 35% of the respondents felt that the cleanliness of Big Bazaar is excellent. ? 35% of the respondents say that the internal environment of Big Bazaar is good. ? 34% of respondents say that the behavior of staff in Big Bazaar is good. ? 42% of the respondents say that the freshness of products in Big Bazaar is excellent.
109
? 32% of the respondents feel the knowledge of staff in Big Bazaar is Excellent. Chi-square test: ? There is no relationship between monthly income and amount of purchase in Big Bazaar. Likert Scale: ? 39% of the respondents are agreed with that their complaints are not constructively handled and scored 156 points. ? 36% of the respondents are strongly agreed with the communication skill of staff is good and scored 180 points. ? 56% of the respondents are strongly agreed with the credit card acceptance in Big Bazaar and scored 280 points. ? 30% of the respondents are strongly agreed that they get quality products in Big Bazaar and scored 150 points. ? 42% of the respondents are strongly agreed with the price structure in Big Bazaar and scored 210 points. ? 34% of the respondents feel average about the coupons/points on bulk purchasing and scored 102 points. ? 56% of respondents are strongly agreed the overall service of Big Bazaar to customer is good and scored 280 points.
110
Suggestions
111
4.2 SUGGESTIONS
? To attract customers situated in all the areas, advertisement can be given through all media. ? The billing and payment facility render by Big Bazaar is to be improved. ? The management should offer low price to its customers. ? Pretty combination with good services should be done to retain customers. ? Various offers can be provided to them to attract new customers. ? Overall it is suggested that the same standard is to be maintained.
112
Chapter V
Conclusion
113
CHAPTER V CONCLUSION
This study has basically helped to know the services rendered by Big bazaar and what influence people to shop at big bazaar. Most of the customers are influenced by the offers in big bazaar. Big bazaar has great offers for their customers that acts as the motivating factor which brings the customers to big bazaar. Most of the customers are satisfied with the big bazaar.
Customers feel that big bazaar have variety of products available in various departments and also feel that shopping with big bazaar is convenient and saves there valuable time. This is due to the proper facility that is available in big bazaar.
The customers are very loyal towards big bazaar, hence they want to visit big bazaar again and says that they definitely like to visit big bazaar again. This shows that customers are satisfied with their service while shopping at big bazaar.
114
Bibliography
115
BIBLIOGRAPHY
BOOKS : ? Kothari C.R : Research Methodology (New Delhi, New age international (p) Limited 2004.) ? Philip Kotler
:
Marketing Management (New Delhi, prentice hall of India Private Limited 1999.)
MAGAZINES: ? The times of India ? Business line ? Research Update
WEBSITE: http://www.bigbazaar.com https://www.managementparadise.com http://www.futuregroup.com
116
Annexure
117
A STUDY ON CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR TIRUPUR. QUESTIONNAIRE CUSTOMER’S NAME GENDER MONTHLY INCOME LEVEL Below Rs 10,000 Rs 10,000- Rs 20,000 Rs 20,000- Rs 30,000 Above Rs 30,000 EDUCATIONAL QUALIFICATION Post graduate Under graduate HSC/ SSLC Illiterate 1.How frequently do you visit Big Bazaar ? ? Twice in a week ? During special offers ? Once in a week ? Whenever the need arises : : : : : : : : : : : : M/F ( ( ?) )
? ? ? ?
? ? ? ?
2.Which day of the week do you prefer to visit Big Bazaar ? ? Week days ? Weekends
3.How much do you spent for shopping? ? Upto Rs. 2,000 ? Rs.5,000-8,000 ? Rs.2,000-5,000 ? Above Rs.8,000
4.Whether you are happy with the site area of Big Bazaar? ? Yes ? No
5. Do you find your specific brand in Big Bazaar? ? Yes ? No
118
6.Can you find different variety of products in Big Bazaar ? ? Yes ? No
7. Are you comfortable with the parking facility in Big Bazaar ? ? Yes ? No
8. Do you go with a planned list of products to be purchased from Big Bazaar ? ? Yes ? No
9. Do you have timely delivery from Big Bazaar ? ? Yes ? No
10. Are you satisfied with the billing system of Big Bazaar ? ? Yes ? No
11. Is there any free home delivery facility? ? Yes ? No
12. Why do you shop at Big Bazaar ? ? Low Price ? Quality ? Product Variety ? Location
13. What do you feel while entering the Big Bazaar ? ? Good Shopping ? Others ? Good Environment
14. How do you feel about playing music inside the store when you are shopping? ? It must ? Sometimes Ok ? Irritating ? Good, can be played ? It is not needed Excellent 15. Cleanliness of floor inside the store 16. Internal environment of the Store 17. Behaviour of staff 18. The freshness of products in the store is 19. The knowledge of staff about the product 119 ? ? ? ? ? Good Average Fair Poor ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?
Strongly Agree Agree 20. Your complaints are constructively handled ? ? ? ? ? ? ? ? ? ? ? ?
Neither Agree nor Disagree ? ? ? ? ? ?
Disagree ? ? ? ? ? ?
Strongly Disagree ? ? ? ? ? ?
21. Communication of the staff
22. Credit card acceptability
23. Quality of products
24. Fair price policy is followed
25. Staff services to the customers
26. Sale of new items according to the changing needs
?
?
?
?
?
27. Arrangements of goods in the store is in Proper order
? ?
? ?
? ?
? ?
? ?
28. Issuing coupons/points on bulk purchasing
29. Free passes for special events or shows
? ?
? ?
? ?
? ?
? ?
30. This store has convenient public areas( Rest rooms)
31. The overall services of Big Bazaar to customer is Good
?
?
?
?
?
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