A
PROJECT REPORT
ON
CUSTOMERS PREFERENCE
OF
BIG BAZAAR
Submitted for the partial fulfillment of the requirement for the
degree
Of BBA IIIrd Year
Under The Guidance- Submitted By-
Mr. AZIZUR REHMAN VANDANA
R!! N-"#"$%%%
Class-BBA IIIrd Year
Islamia Degree College Deoband
( Affiliated to C.C.S. University, Meerut
!"#$-#%
1
DECLARATION
I, VANDANA, student of B.B.A. ISLAMIA DEGREE COLLEGE, Deoband
hereby de!are that "n #ro$et Re%ort on &Customers 'referen(e of Big Ba)aar* "s
&y or"'"na! (or) not been sub&"tted for the A(ard of any other De'ree,
D"%!o&a *o!!o(s+, *e!!o(sh"% or other s"&"!ar t"t!e
VANDANA
BBA IIIrd -ear
Ro!! No,./.0111
+AC,-./01D21M1-3
It (as a 'reat %r"2"!e'e and 'ood e3%er"ene to do the %ro$et on &CUS3.M14S
'415141-C1 .5 BI2 BA6AA4* I a& 2ery than) fu!! to our 4.O.D and &y
5
%ro$et Gu"de Mr. A)i)ur 4e7man for the"r 2a!uab!e 'u"dane and su%%ort
(h"h he!%ed ao&%!"shed &y (or) In &uh better (ay.
Last but not the !east I (ou!d to than)s &y fr"ends, fa&"!y &e&bers and a!!
those he!%ed for the ao&%!"sh"n' dee%er understand"n' of the one%t of
&CUS3.M14S '415141-C1 .5 BI2 BA6AA4*
(8A-DA-A
C.-31-3S
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I. I-34.DUC3I.-
IN6ROD7C6ION ABO76 6O#IC
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II. M139.D.0.2Y
RESEARC4 DESIGN
S6A6EMEN6 O* 64E #ROBLEM
OB8EC6IVES
NEED O* 64E #RO8EC6
SCO#E O* 64E #RO8EC6
6-#E O* 64E S67D-
SO7RCES O* DA6A COLLEC6ION
LIMI6A6IONS O* 64E S67D-
:-;
:
III.C.M'A-Y '4.5I01
IN6ROD7C6ION
INDIA RE6AIL IND7S6R-
4IS6OR- O* RE6AILING
9E- #LA-ERS
s
store ho"e. Loat"ons de"s"ons are harder to han'e beause reta"!ers ha2e to e"ther &a)e
susta"nab!e "n2est&ents to buy and de2e!o% rea! estate or o&&"t to !on' ter& !ease ("th
de2e!o%ers. S , CROSSs arthshastra. 4aats, Me!as,
Mand"s O door to door sa!es&en are trad"t"ona! Ind"an reta"!.
Reta"!"n' and (ho! esa! " n' ons" st of &any or'an";at"ons des"'ned to br"n'
'oods and ser2"es fro& the %o"nt of %rodut"on to the %o"nt of use. Reta"!"n' "n!udes a!!
the at"2"t"es "n2o!2ed "n se!!"n' 'oods or ser2"es d"ret!y to f"na! onsu&ers for the"r
%ersona!, non bus"ness use. Reta"!ers an be !ass"f"ed b"n ter&s of store reta"!ers, non,store
reta"!"n', and reta"! or'an";at"ons. Store reta"!ers "n!ude &any ty%es, suh as s%e"a!ty stores,
De%art&ent stores, su%er&ar)ets, on2en"ene stores, su%erstores, o&b"nat"on stores,
hy%er&ar)ets, d"sount stores, (arehouse stores, and ata!o' sho(roo&s. 6hese store
for&s ha2e had d"fferent !on'e2"t"es and are at d"fferent sta'es of the reta"! !"fe y!e.
De%end"n' on the (hee!,of,reta"!"n', so&e ("!! 'o out of e3"stene beause they
annot o&%ete on a =ua!"ty, ser2"e, or %r"e bas"s.
Non,store reta"!"n' "s 'ro("n' &ore ra%"d!y than store reta"!"n'. It "n!udes d"ret
se!!"n' @Door,to,door, %arty se!!"n'A, d"ret &ar)et"n', auto&at" 2end"n', and buy"n'
ser2"es. Muh of reta"!"n' "s "n the hands of !ar'e reta"! or'an";at"ons suh as or%orate
11
ha"ns, 2o!untary ha"n and reta"!er oo%erat"2es, onsu&er oo%erat"2es,
franh"se or'an";at"ons, and &erhand"s"n' on'!o&erates. More reta"! ha"ns are no(
s%onsor"n' d"2ers"f"ed reta"!"n' !"nes and for&s "nstead of st")"n' to one for& suh
as the de%art&ent store.
Reta"!ers, !")e &anufaturers, &ust %re%are &ar)et"n' %!ans that "n!ude
de"s"ons on tar'et &ar)ets, %rodut assort&ent and ser2"es, store at&os%here, %r""n',
%ro&ot"on, And %!ae. Reta"!ers are sho("n' stron' s"'ns of "&%ro2"n' the"r
%rofess"ona! &ana'e&ent and the"r %rodut"2"ty, "n the fae of suh trends as
shorten"n' reta"! !"fe y!es, ne( reta"! for&s, "nreas"n' "nterty%e o&%et"t"on, and
%o!ar"ty of reta"!"n', ne( reta"! tehno!o'"es, and &any others.
s !ead"n' bus"ness houses ("th &u!t"%!e bus"nesses s%ann"n' aross the onsu&%t"on
s%ae. s s%e"a!ty reta"! for&ats "n!ude, boo)s and &us" ha"n, De%ot,
s%orts(ear reta"!er, #!anet S%orts, e!etron"s reta"!er, E;one, ho&e "&%ro2e&ent ha"n,
4o&e 6o(n and rura! reta"! ha"n, Aadhar, a&on' others. It a!so o%erates %o%u!ar sho%%"n'
%orta!, futureba;aar.o&.
*uture Ca%"ta! 4o!d"n's, the 'rou%>s f"nan"a! ar& %ro2"des "n2est&ent ad2"sory to
assets (orth o2er K1 b"!!"on that are be"n' "n2ested "n onsu&er brands and o&%an"es, rea!
estate, hote!s and !o'"st"s. It a!so o%erates a onsu&er f"nane ar& ("th branhes "n 11/
!oat"ons.
Other 'rou% o&%an"es "n!ude, *uture Genera!", the 'rou%>s "nsurane 2enture "n
%artnersh"% ("th Ita!y>s Genera!" Grou%, *uture Brands, a brand de2e!o%&ent and I#R
o&%any, *uture Lo'"st"s, %ro2"d"n' !o'"st"s and d"str"but"on so!ut"ons to 'rou% o&%an"es
and bus"ness %artners and *uture Med"a, a reta"! &ed"a "n"t"at"2e.
6he 'rou%>s %resene "n Le"sure O Enterta"n&ent se'&ent "s !ed throu'h, Mu&ba",
based !"sted o&%any Ga!a3y Enterta"n&ent L"&"ted. Ga!a3y !ead"n' !e"sure ha"ns, S%orts
Bar and Bo(!"n' Co. and fa&"!y enterta"n&ent enters, *15.. 6hrou'h "ts %artner o&%any,
B!ue *oods the 'rou% o%erates around 1// restaurants and food ourts throu'h brands !")e
Bo&bay B!ues, S%a'hett" 9"then, Nood!e Bar, 6he S%oon, Co%%er Ch"&ney and Ge!ato.
*uture Grou%>s $o"nt 2enture %artners "n!ude, 7S,based stat"onery %roduts reta"!er, Sta%!es
and M"dd!e East,based A3"o& Co&&un"at"ons.
1C
6he 'rou%>s f!a'sh"% o&%any, #anta!oon Reta"! (as a(arded the Internat"ona!
Reta"!er of the -ear 5//?, by the 7S,based Nat"ona! Reta"! *ederat"on, the !ar'est reta"! trade
asso"at"on and the E&er'"n' Mar)et Reta"!er of the -ear 5//? at the s ore 2a!ue of
PInd"anness.> 6he 'rou%>s or%orate redo "s, PRe(r"te ru!es, Reta"n 2a!ues.
A55I0IA31 C.M'A-I1S
4o&e So!ut"ons Reta"! @Ind"aA L"&"ted
*uture Med"a @Ind"aA L"&"ted
*uture Lo'"st" So!ut"ons L"&"ted
*uture A3"o& 6e!eo& L"&"ted
#anta!oon *ood #rodut @Ind"aA L"&"ted
*uture Genera! Ind"a Insurane Co&%any Ltd
*uture Ca%"ta! 4o!d"n's Ltd
*uture Ba;aar Ind"a Ltd
Sta%!es *uture Off"e #roduts #r"2ate Ltd
0I-1S .5 BUSI-1SS .5 391 AB.81 S3.41
E,6a!)"n'
*ash"on
4o&e So!ut"on
Genera! Merhand"se
Le"sure and
Enterta"n&ent
< Co&%any "nor%orated as Man; s f"rst for&a! trouser brand.
#AA# Launh of BARE, the Ind"an $eans brand.
#AA! In"t"a! %ub!" offer @I#OA (as &ade "n the &onth of May.
#AA$ 6he #anta!oon Sho%%e B e3!us"2e &ens(ear store "n franh"see for&at
!aunhed aross the nat"on. 6he o&%any starts the d"str"but"on of branded
'ar&ents throu'h &u!t",brand reta"! out!ets aross the nat"on.
5/
#AA% 8ohn M"!!er B for&a! sh"rt brand !aunhed.
#AA< #anta!oons B Ind"a>s fa&"!y store !aunhed "n 9o!)ata.
!""# B"' Ba;aar, PIs se sasta aur aha )ah" nah"n> , Ind"a>s f"rst hy%er&ar)et
ha"n !aunhed.
!""! *ood Ba;aar, the su%er&ar)et ha"n "s !aunhed.
!""$ Centra! B PSho%, Eat, Ce!ebrate In 6he 4eart Of Our C"ty> , Ind"a>s f"rst
sea&!ess &a!! "s !aunhed "n Ban'a!ore.
!""% *ash"on Stat"on , the %o%u!ar fash"on ha"n "s !aunhed
a!! B Pa !"tt!e !ar'er> , e3!us"2e stores for %!us,s";e "nd"2"dua!s "s !aunhed
!""; *uture Ca%"ta! 4o!d"n's, the o&%any>s f"nan"a! "s for&ed to &ana'e o2er
K1.1 b"!!"on "n rea! estate, %r"2ate e=u"ty and reta"! "nfrastruture funds.
#!ans forays "nto reta"!"n' of onsu&er f"nane %roduts.4o&e 6o(n, a
ho&e bu"!d"n' and "&%ro2e&ent %roduts reta"! ha"n "s !aunhed a!on'
("th onsu&er durab!es for&at, E;one and furn"ture ha"n, *urn"ture
Ba;aar. *uture Grou% enters "nto $o"nt 2enture a'ree&ents to !aunh
"nsurane %roduts ("th Ita!"an "nsurane &a$or, Genera!".*or&s $o"nt
2entures ("th *renh reta"!er, E6AM Grou% and 7S off"e stat"onery
reta"!er, Sta%!es.
!""< *uture Grou% rosses K1 b"!!"on turno2er &ar).
S%e"a!";ed o&%an"es "n reta"! &ed"a, !o'"st"s, I#R and brand
de2e!o%&ent and reta"!,!ed tehno!o'y ser2"es beo&e o%erat"ona!.
#anta!oon Reta"! ("ns the Internat"ona! Reta"!er of the -ear at 7S,based
Nat"ona! Reta"! *ederat"on on2ent"on "n Ne( -or) and E&er'"n' Reta"!er
of the -ear a(ard at the s (hat they
'uarantee. s.
A/A4DS A-D 41C.2-I3I.- !""A
C-BC AFas7 Consumer AFards !""A
• Most #referred Mu!t" #rodut Cha"n , B"' Ba;aar
• Most #referred Mu!t" Brand *ood O Be2era'e Cha"n , B"' Ba;aar
.5
Images 5as7ion 5orum !""A
• Most Ad&"red *ash"on Grou% Of 6he -ear , *uture Grou%
• Most Ad&"red #r"2ate Labe! , #anta!oons, the !"festy!e for&at
• Cr"t"s Cho"e *or #"oneer"n' Effort In Reta"! Cone%t Creat"on , Centra!
Co(a-Cola 2olden SDoon AFards !""A
• Most Ad&"red *ood O Groery Reta"!er Of 6he -ear
• Most Ad&"red *ood Court
• Most Ad&"red *ood #rofess"ona!
Indian 4etail 5orum AFards !"">
• Most Ad&"red Reta"! Co&%any of the year , *uture Grou%
• Reta"! *ae of the -ear , Inshore B"nya&"n
• Best Reta"!er Of 6he -ear @ 4y%er&ar)etA , B"' Ba;aar
*uture Grou% (as a(arded the Most Ad&"red Reta"! Co&%any of the year by the
Ind"an Reta"! *oru& at a '!"tter"n' ere&ony or'an";ed "n Mu&ba". Mr. Inshore B"nya&"n
a!so (on Reta"! *ae of the -ear.
Ind"a Reta"! *oru& @IR*A "s a %!atfor& for "nte!!etua! "ns"'hts and "nfor&at"on
e3han'e for the reta"! bus"ness "n the Ind"an subont"nent. 6he foru& %resents the bus"ness
of reta"! "n the re'"on to a '!oba! aud"ene, ("th the e3%ress a"& of fa"!"tat"n'
understand"n' about and enoura'"n' "n2est&ent "n th"s &ass"2e &ar)et%!ae.
B"' Ba;aar, the 2a!ue for&at of *uture Grou% ba''ed the Best Reta"!er of the -ear
@4y%er&ar)etA.
37e I-DIAS3A4 AFard !"">
• *ood Ba;aar+ Best #a)a'"n' Inno2at"on
*ood Ba;aar ba''ed the INDIAS6AR A(ard for Best #a)a'"n' Inno2at"on "n
Ind"a, for "ts %r"2ate !abe! brand *resh and #ure Cha)a Atta.
INDIAS6AR A(ard "s a b"enn"a! e2ent (h"h a"&s to %ro&ote and enoura'e
e3e!!ene "n %a)a'"n' des"'n, "nno2at"on and tehno!o'y. 6he ontest (as estab!"shed "n
1G?5 and "s ons"dered as the &ost %o%u!ar and %re&"er e2ent for Ind"a>s %a)a'"n'
..
fratern"ty. 6h"s year there (ere around .1? entr"es and the %art""%ants had to sub&"t a
sa&%!e of the"r des"'ns for se!et"on.
s s"n'!e &ost "&%ortant '!oba! %!atfor& to %ro&ote (or!d,!ass reta"!
%rat"es. 6hese a(ards are a"&ed at honor"n' the best, "n the As"an Reta"! senar"o. Ind"a
%!ayed host to As"a Reta"! Con'ress 5//C
Images 4etail AFards
Most Ad&"red Reta"! *ae of the -ear+ Inshore B"nya&"n
Most ad&"red reta"!er of the year+ Lar'e for&at, &u!t" %rodut store+ B"' Ba;aar
Most ad&"red reta"!er of the year+ *ood and Groery+ *ood Ba;aar
Most ad&"red reta"!er of the year+ 4o&e O off"e "&%ro2e&ent+ 4o&eto(n
Most ad&"red Reta"! Co&%any of the year+ #anta!oon Reta"! @Ind"aA Ltd.
.:
• I&a'es Reta"! *oru& fo!!o(ed str"t "nternat"ona! benh&ar)s "n de"d"n' the to%
honors for I&a'es Reta"! A(ards >/?, ("th IRIS as )no(!ed'e %artner and '!oba! onsu!t"n'
f"r& A6 9earney as the #roess A%%ro2er.
-ational 4etail 5ederation AFards
Internat"ona! Reta"!er for the -ear 5//? B #anta!oon Reta"! @Ind"aA Ltd
6he Nat"ona! Reta"! *ederat"on "s the (or!d>s !ar'est reta"! trade asso"at"on ("th
o2er 1.: &"!!"on &e&bers "n the 7S and aross the (or!d. So&e of the %ast ("nners of the
a(ard "n!ude Metro AG @Ger&anyA, Carrefour @*raneA, Mara @S%a"nA, Bot"ar"o @Bra;"!A.
/orld 4etail Congress AFards
E&er'"n' Mar)et Reta"!er of the -ear 5//? B #anta!oon Reta"! @Ind"aA Ltd
6he "nau'ura! s D"'est a(ards are based on sur2eys done a&on' onsu&ers by "nde%endent
researh a'eny, N"e!sen Med"a Researh. 6h"s "s the seond onseut"2e t"&e B"' Ba;aar has
(on th"s a(ard
4etail Asia 'a(ifi( 3oD %"" AFards !"";
As"a #a"f" Best of the Best Reta"!ers B #anta!oon Reta"! @Ind"aA Ltd Best Reta"!er "n
Ind"a B #anta!oon Reta"! @Ind"aA Ltd
6he Reta"! As"a %ub!"at"on "n asso"at"on ("th Euro Mon"tor and 9#MG honors the best
reta"!ers "n 1: ountr"es aross the As"a #a"f" re'"on. 6he a(ards (ere %resented "n
S"n'a%ore "n Otober, 5//0
Asia money AFards
Best Mana'ed Co&%any "n Ind"a @M"d,a%A B #anta!oon reta"! @Ind"aA Ltd.
6he As"a &oney %ub!"at"on onduts a %o!! a&on' fund &ana'es and "n2estors and does a
=uant"tat"2e ana!ys"s of f"nan"a! %erfor&ane to se!et best &ana'ed o&%an"es "n As"an
ountr"es.
1rnst = Young 1ntreDreneur of t7e Year AFard
Ernst O -oun' Entre%reneur of the -ear @Ser2"esA B Inshore B"nya&"n Cons"dered
to be one of the &ost %rest"'"ous bus"ness a(ards "n Ind"a, a $ury o&%r"s"n' !ead"n' na&es
"n Ind"an bus"ness se!eted the ("nners based on oura'e, reat"2"ty, %ass"on, endurane and
2"s"on.
C-BC Indian Business 0eaders AFards
6he *"rst Generat"on Entre%reneur of the -ear B Inshore B"nya&"n Or'an";ed by
CNBC,6V1C, the t(e!2e a(ardees "n 2ar"ous ate'or"es are de"ded by a h"'h %rof"!e $ury,
a!on' ("th researh %artners , 6he 7n"2ers"ty of Ch"a'o Graduate Shoo! of Bus"ness,
De2e!o%&ent D"&ens"ons Internat"ona! @DDIA and AC Ne"!son ORG MARG.
0aJs7miDat Sing7ania K IIM 0u(JnoF -ational 0eaders7iD AFards
-oun' Bus"ness Leader B Inshore B"nya&"n 6he a(ard reo'n";es and honors
"nd"2"dua!s (ho ha2e ontr"buted ons"stent!y to the better&ent of our ountry throu'h the"r
.0
%ursu"t of e3e!!ene. 6he a(ards (ere %resented "n Ne( De!h" by the #r"&e M"n"ster Dr.
Man&ohan S"n'h "n Dee&ber, 5//0.
Images 4etail AFards
• Best Va!ue Reta"! Store B B"' Ba;aar
• Best Reta"! Dest"nat"on B B"' Ba;aar
• Best *ood O Groery Store B *ood Ba;aar
• Reta"! *ae of the -ear B Inshore B"nya&"n
6he IRA a(ards are de"ded throu'h a nat"on("de onsu&er O "ndustry %o!! and
no&"nat"ons fo!!o(ed by %erfor&ane assess&ent by tea& of ana!ysts and $ury.
4eadersI Digest AFards
#!at"nu& 6rusted Brand A(ard , B"' Ba;aar
6he Reader>s D"'est a(ards are based on sur2eys done a&on' onsu&ers by
"nde%endent researh a'eny, N"e!sen Med"a Researh.
C-BC AFas7 Consumer AFards
Most #referred Lar'e *ood O Groery Su%er&ar)et B B"' Ba;aar Conduted "n
asso"at"on ("th AC N"e!sen,ORG Mart aross 51 &a$or "t"es, near!y 1/,/// onsu&ers
(ere as)ed to hoose the"r &ost %referred brands.
4eid = 3aylor AFards for 4etail 1H(ellen(e
Reta"! Entre%reneur of the -ear B Inshore B"nya&"n
4eaders Digest and AFas7 Consumer AFard
• B"' Ba;aar , Most %referred, !ar'e, *ood and Groery store
4eaders Digest 'latinum 3rusted Brand AFard
• B"' Ba;aar , Earn"n' a trusted #!ae "n the e2eryday !"2es of onsu&ers
Images 4etail AFards !""%
• #RIL B Most ad&"red reta"!er of the year
.?
• *ood Ba;aar , Reta"!er of the year @food and 'roeryA
• B"' Ba;aar B Reta"!er of the year @2a!ue reta"!"n'A
• Centra! B Reta"! !aunh of the year
•
Business today sele(ted '4I0 amongC
• 6o% 5/ o&%an"es "n Ind"a to (ath "n 5//1
• Ind"a>s &ost "n2estor,fr"end!y o&%an"es "n the to% ?1
• Ind"a>s b"''est (ea!th reators "n the to% 1//
Images 4etail AFards !""$
• #RIL B Most ad&"red reta"!er of the year
• *ood Ba;aar , Reta"!er of the year @food and 'roeryA
• B"' Ba;aar B Reta"!er of the year @2a!ue reta"!"n'A
• Centra! B Reta"! !aunh of the year
4eid = 3aylor and D05 AFards
#RIL B Reta"!er of the year !"":
Indian 1HDress AFard
#RIL, Mar)et"n' e3e!!ene and e3e!!ene "n brand bu"!d"n'
5U3U41 24./39 = '4.S'1C3US
Reent!y they are "nterested to e3%and the"r reta"! bus"ness "n Mysore and a!on' ("th
that they are "nterested to estab!"sh t(o reta"! out!ets "n Gu!bar'a D"str"t.
Big Ba)aar 'lans :"" Stores by !"#"-##
5/ May, 5//G, 1?55 hrs IS6, #6I NEt res%ond for none ate'or"es of %roduts
a2a"!ab!e "n one %rodut ate'ory.
3AB01-##
##. 9oF is t7e store sDa(e in Big-Ba)aar for moving around for Drodu(tsL
RESPONSE RESPONDENTS PERCENTAGE
SMALLSPACE 6 7.5%
FREESPACE 58 72.5%
NOTFREE SPACE 13 16.25%
CONGESTED 3 3.75%
10
TOTAL 80 100%
24A'9-##
I-314'413A3I.-C
Abo2e tab!e sho(s that ?5.1I of the usto&ers an free!y &o2"n' around "n store for
%roduts, 10.51I of usto&ers an not free!y &o2"n' around "n store for %roduts,, ?.1I of
the usto&ers an 'et s&a!! s%ae "n store for &o2"n' around for %roduts, ..?1I
res%ondents an 'et on'ested s%ae "n store for &o2"n' around for %roduts.
3AB01-#!
#!. 9oF is t7e re-Dresentatives intera(tion are at Big-Ba)aarL
'NTERACT'ON RESPONDENTS PERCENTAGE
EFFECT'(E 38 !7.5%
NOTEFFECT'(E 30 37.5%
GOOD 10 12.5%
NO'NTERACT'ON 2 2.5%
TOTAL 80 100%
1?
24A'9-#!
I-314'413A3I.-C
*ro& abo2e tab!e sho(s :?.1I of the usto&ers 'ett"n' effet"2e
"nterat"on fro& store re,%re2entat"2es for %roduts. .?.1I of the usto&ers an>t not 'et
effet"2e "nterat"on fro& store re,%re2entat"2es for %roduts. 15.1I of the usto&ers an 'et
Good "nte'rat"on fro& store re,%re2entat"2es for %roduts. 5.1I of the usto&ers annot 'et
"nterat"on fro& store re,%re2entat"2es for %roduts.
3AB01-#:
#:. /ill Big-Ba)aar reminding = intimating t7eir store dis(ounts = Dri(es to all
(ustomers in storeL
RESPONSE RESPONDENTS PERCENTAGE
)ES1CLEAR
'NT'MAT'NG
!3 53.75%
NO CLAR'T)
'NT'MAT'NG
26 32.5%
NO 'NT'MAT'ON AT
ALL
11 13.75%
TOTAL 80 100%
1C
24A'9-#:
I-314'413A3I.-C
Abo2e tab!e sho(s that (e on!ude that the 1..?1I of the usto&ers are 'ett"n'
!ear announe&ent fro& store about store d"sounts, %r"es... .5.1I of the usto&ers are
not 'ett"n' !ear announe&ent fro& store about store d"sounts, %r"es 1..?1I usto&ers
are not 'ett"n' any announe&ent fro& store about store d"sount, %r"es...
3AB01-#$
M#$. 9oF t7e (ustomer servi(e deDartment in store is is effe(tive in Droviding
servi(eL
RESPONSE RESPONDENTS PERCENTAGE
FASTSER('CE 38 !7.5%
SLO+SER('CE 28 35%
NOTSUFF'C'ENT
SER('CE
9 11.25%
NOTGOOD SER('CE 5 6.25%
TOTAL 100%
24A'9-#$
1G
I-314'413A3I.-+
Abo2e tab!e sho(s that (e on!ude that the :?.1I of the usto&ers are 'ett"n' fast
usto&er,ser2"e fro& usto&er ser2"e de%art&ent .1I of the usto&ers are 'ett"n' s!o(,
ser2"e fro& usto&er ser2"e de%art&ent 11.51I of the usto&ers are 'ett"n' not,suff""ent
ser2"e fro& usto&er ser2"e de%art&ent. 0.51I of the usto&ers are 'ett"n' not,'ood
ser2"e fro& usto&er ser2"e de%art&ent.
3AB01-#%
#%. /ill Big-Ba)aar offer any sDe(ial dis(ount Dri(esL
RESPONSE RESPONDENTS PERCENTAGE
)ES 69 86.25%
NO 11 13.75%
TOTAL 80 100%
24A'9-#%
0/
I-314'413A3I.-C
Abo2e tab!e sho(s that (e on!ude that the C0.51I of the usto&ers res%ond store
offer"n' s%e"a! d"sount %r"es.1..?1I of the usto&ers res%ond store d"d not offer s%e"a!
d"sount %r"es..
3AB01C #%.A
If yes, F7at are t7e offers t7at are Drovided by big ba)aarL
OFFERS "
D'SCOUNTS
RESPONDENTS PERCENTAGE
,23 %ne 4e5 %ne
6ree
30 37.5%
50%7 !0%7 60%7
E589
20 25%
,23 %ne 4e5 5:% 10 12.5%
Ge5 5:% 6%r 900 8 10%
,23 %ne 4e5 ;e8%nd
%ne 60% %n er %?er; "
d=;8%2n5;
6 7.5%
TOTAL 80 100%
24A'9-#%.A
I-314'413A3I.-C
Abo2e tab!e sho(s that .?.1I of usto&ers (ere a(are buy one 'et one offer, 51I of
usto&ers (ere a(are 1/I, :/I, 0/I, offer, 15.1I of usto&ers (ere a(are buy one 'et
t(o offers. 1/I of usto&ers (ere a(are 'et t(o G//@e3a&%!eA offer ?.1I (ere usto&ers
(ere a(are buy one 'et seond one 0/I on %r"e O other offers.
3able-#;
#;. Are you Faiting for a long time at t7e billing se(tion at big ba)aarL
RESPONSE RESPONDENTS PERCENTAGE
)ES 69 86.25%
NO 11 13.75%
TOTAL 80 100%
05
24A'9C #;
I-314'413A3I.-C
Abo2e tab!e sho(s that C0.51I of the usto&ers are (a"t"n' for !on' t"&e "n b"!!"n'
set"on.1..?1I of the usto&ers are not (a"t"n' for !on' t"&e for !on' t"&e at b"!!"n' set"on
at b"' ba;aar
3AB01-#<
#
#>. /7y do you visit t7e retail storesL
CAUSE OF ('S'T'NG RESPONDENTS PERCENTAGE
,U)'NG 'NTREST 73 91.25%
PRODUCT 'NTREST 7 8.75%
'NFORMAT'ON
SEE/'NG
0 0%
0:
GENERAL 'NTREST 0 0%
TOTAL 80 100%
24A'9-#>
I-314'413A3I.-C
Abo2e tab!e sho(s that the G1.51I of the usto&ers are (ent to reta"! stores for
buy"n' "nterest. .C.?1I of the usto&ers "s 'one to reta"! stores for %rodut "nterest. None of
the usto&ers are not 'one to reta"!,stores for "nfor&at"on,see)"n' O 'enera! "nterest.
3AB01-#A
#A. 9ave you Dur(7ased any Drodu(t at Big-Ba)aar Eust by visiting first timeL
RESPONSE RESPONDENTS PERCENTAGE
)ES 18 22.5%
NO 52 65%
NOTF'RST T'ME 9 11.25%
MORE T*AN T+O
T'MES
1 1.25%
TOTAL 80 100%
01
24A'9-#A
I-314'413A3I.-C
Abo2e tab!e sho(s that 01I of the usto&ers are not buy the %roduts for f"rst,t"&e
2"s"t"n' the store. 55.1I of the usto&ers are buy"n' the %roduts $ust by 2"s"t"n' f"rst,t"&e
the store... 11.51I usto&ers are not buy"n' the %roduts $ust by 2"s"t"n' f"rst,t"&e the store.
1.51I usto&ers are buy"n' the %roduts by &ore than 2"s"t"n' 6(o,t"&es.
3AB01-!"
!".. /7at are your intentions to re-inter t7e storeL
'NTENT'ONS RESPONSE PERCENTAGE
Pr%d285 @2#A=53 "
#&#=A#$=A=53
30 37.5%
C2;5%Ber ;er&=8e 9 11.25%
Se#;%n#A %?er; "
d=;8%2n5;
18 22.5%
AB$=en8e 3 3.75%
L%:s "ntent"on "s to re,enter "nto the store
"s %rodut =ua!"ty O a2a"!ab"!"ty. 51I usto&er>s "ntent"on "s to re,enter "nto store "s !o(
%r"es. 55.1I usto&er>s "ntent"on "s to re,enter "n to store "s seasona! offers O d"sounts.
11.51I of the usto&er>s "ntent"on "s to re,enter "nto store "s usto&er ser2"e. ..?1I of the
usto&er>s "ntent"on "s to re,enter "n to the store "s A&b"ene.
3AB01-!#
!#. 9oF is Big-Ba)aar maintaining Drodu(t @UA0I3Y, @UA-3I3Y (omDare to
ot7er retail storesL
RESPONSE RESPONDENTS PERCENTAGE
GOOD 73 91.25%
NORMAL 7 8.75%
NOTGOOD 0 0%
POOR 0 0%
TOTAL 80 100%
24A'9-!#
0?
I-314'413A3I.-+
Abo2e tab!e sho(s that the G1.51I of the usto&ers are res%ond b"',ba;aar &a"nta"n
'ood %rodut =ua!"ty, =uant"ty o&%are to other reta"!,stores C.?1I of the usto&ers are
res%ond b"',ba;aar &a"nta"n nor&a! %rodut =ua!"ty, =uant"ty o&%are to other reta"! stores..
None of the usto&ers an>t res%ond for b"',ba;aar &a"nta"n"n' %oor, not,'ood %rodut
=ua!"ty, =uant"ty o&%are to other reta"!,stores.
3AB01-!!
!!. 9oF do you feel (SA3IS5I1D after S9..'I-2 A3 Big-Ba)aarL
RESPONSE RESPONDENTS PERCENTAGE
SAT'SF'ED 17 21.25%
FEEL(ER)
SAT'SF'ED
63 78.75%
NOTSAT'SF'ED 0 0%
TOTAL 80 100%
24A'9-!!
0C
I-314'413A3I.-C
Abo2e tab!e sho(s that the ?C.?1Iof the usto&ers are res%ond they an fee! 2ery,
sat"sf"ed after sho%%"n' at b"',ba;aar. 51.51I of the usto&ers are res%ond they an fee!
sat"sf"ed after sho%%"n' at b"',ba;aar.. None of the usto&ers ant res%ond they an fee! not,
sat"sf"ed after sho%%"n' at b"',ba;aar
0G
C9A'314-8
%INDIN#
5I-DI-2SC
? G1.51I of usto&ers fee! that the =ua!"ty of %roduts at b"' ba;aar "s better than at
other reta"! stores
? ?C.?1I of usto&ers are sat"sf"ed for sho%%"n' at b"' ba;aar
? 01I of usto&ers (ho 2"s"t B"' Ba;aar fa!! "n the "no&e !e2e! Be!o(,1////F, %er
&onth.
?/
? :/I of usto&ers %refer b"' ba;aar for sho%%"n' beause of !o(,%r"e and 'ood
=ua!"ty %roduts.
? 11I of usto&ers (ere a(are of B"' Ba;aar throu'h ad2ert"se&ents.
? C0.51I of usto&ers e3%et to ha2e food ourt and 'a&"n' set"on "n the b"' ba;aar,
(h"h an !ead to "nrease the sho%%"n' durat"on.
? 01.51I of usto&ers are "n the b"!!"n' set"on, (h"h &a)es the& to (a"t for a !on'
t"&e.
? G1I of usto&ers are 2"s"t"n' B"' Ba;aar for %urhase of %roduts rest of the& "s for
"nfor&at"on see)"n'.
? 0..?1I of usto&ers (ho are 2"s"t"n' B"' Ba;aar are &a!e.
? 1.I of usto&ers (ho are 2"s"t"n' B"' Ba;aar are for *.M.C.G %roduts.
? .?.1I of usto&ers 2"s"t B"' Ba;aar beause of !o(er,%r"es and 55.1I usto&ers
2"s"t due to a2a"!ab"!"ty of !ar'e nu&ber of %roduts.
? ?5.1I of usto&ers are ha%%y about the a2a"!ab"!"ty of free s%ae for d"s%!ay of
%roduts.
S##ESTIONS
?1
SU221S3I.-S
? 6o attrat &ore usto&ers, b"' ba;aar needs to offer &ore brands of %roduts
? Ad2ert"s"n' throu'h te!e2"s"on and *.M rad"o needs to be "&%ro2ed
? S"'n boards (h"h sho( restroo&s and tra"! roo&s shou!d be 2"s"b!e to the usto&ers,
and a!so tr"a! roo&s are to be "nreased.
? Inrease the usto&er b"!!"n' set"on transat"ons "n store. @for fast transat"onsA
?5
? Inrease the food ourt and 'a&e>s set"on at b"' ba;aar to "nrease the usto&er
sho%%"n' durat"on.
? B"' ba;aar an "&%ro2e the"r usto&er sat"sfat"on !e2e!, by %ro2"d"n' better ser2"e
!")e ho&e de!"2ery et.
?.
CONCLSION
C.-C0USI.-C
?:
6he study on!udes that &a$or"ty of the usto&ers %refer sho%%"n' at b"',ba;aar, beause of
%rodut 2ar"ety, =ua!"ty, ser2"e fa"!"ty, reasonab!e %r"es (h"h &a)e the usto&ers fee!
&ore o&fortab!e "n 2"s"t"n' the store a'a"n O a'a"n.
Custo&ers sho% &ore "n the food ba;aar and the &en>s (ear de%art&ent "n B"' Ba;aar.
Custo&ers fee! that B"' Ba;aar has 2ar"ety of %roduts a2a"!ab!e "n 2ar"ous de%art&ents
Cons"der"n' the fat that there are a !ot &"dd!e !ass fa&"!"es "n Ind"a, B"' ba;aar has had a
hu'e "&%at on the &"dd!e !ass set"on of Ind"a, the %r"es, =ua!"ty and sa!es strate'y has
he!%ed "n 'ett"n' the &"dd!e "no&e 'rou%s 'ett"n' attrated to(ards B"' Ba;aar.
B"' ba;aar has been )no(n for "ts 'reat sa!e and 'reat offersO d"sounts. B"' ba;aar has had
!on' !"nes of %eo%!e (a"t"n' to 'et "nto the store for the sa!e. 6herefore, the sa!es that B"'
Ba;aar has had "nreased "n a hu'e (ay due to offers O d"sounts, thus th"s has been one of
the &a"n ad2anta'es of B"' Ba;aar.
?1
A--1?U41
@U1S3I.--AI41
@U1S3I.--AI41
Res%eted S"rFMada&e,
I a& a student, %ursu"n' BBA fro& ISLAMIA DEGREE COLLEGE DEOBAND, I a&
do"n' a %ro$et on LA S67D- ON C7S6OMER #RE*ERENCES C4OOSING A BIG
?0
BAMAARQ.Q I re=uest you to oo%erate "n &y researh study, by )"nd!y f"!!"n' u% the
fo!!o("n' =uest"onna"re.
'ersonal details
-ame+
#. AgeC
V W under 51 V W 51,.1 V W .1,:1 V W :1 O abo2e
!. SeHC V W Ma!e V W *e&a!e.
:. .((uDationC
V W Student V W Se!f,e&%!oyed V W #rofess"ona! V W Ser2"e V W 4ouse("fe.
$. Are youC
V W S"n'!e V W Marr"ed.
%. Mont7ly in(omeC
V W Be!o( 1//// V W Rs 1////,5//// V W Rs 5////,://// V W Rs://// O abo2e
; 9oF freGuently do you visit Big Ba)aarL
V W One "n a (ee) V W One "n 11 days
V W One "n a &onth V W One "n 5,. &onths
PROJECT REPORT
ON
CUSTOMERS PREFERENCE
OF
BIG BAZAAR
Submitted for the partial fulfillment of the requirement for the
degree
Of BBA IIIrd Year
Under The Guidance- Submitted By-
Mr. AZIZUR REHMAN VANDANA
R!! N-"#"$%%%
Class-BBA IIIrd Year
Islamia Degree College Deoband
( Affiliated to C.C.S. University, Meerut
!"#$-#%
1
DECLARATION
I, VANDANA, student of B.B.A. ISLAMIA DEGREE COLLEGE, Deoband
hereby de!are that "n #ro$et Re%ort on &Customers 'referen(e of Big Ba)aar* "s
&y or"'"na! (or) not been sub&"tted for the A(ard of any other De'ree,
D"%!o&a *o!!o(s+, *e!!o(sh"% or other s"&"!ar t"t!e
VANDANA
BBA IIIrd -ear
Ro!! No,./.0111
+AC,-./01D21M1-3
It (as a 'reat %r"2"!e'e and 'ood e3%er"ene to do the %ro$et on &CUS3.M14S
'415141-C1 .5 BI2 BA6AA4* I a& 2ery than) fu!! to our 4.O.D and &y
5
%ro$et Gu"de Mr. A)i)ur 4e7man for the"r 2a!uab!e 'u"dane and su%%ort
(h"h he!%ed ao&%!"shed &y (or) In &uh better (ay.
Last but not the !east I (ou!d to than)s &y fr"ends, fa&"!y &e&bers and a!!
those he!%ed for the ao&%!"sh"n' dee%er understand"n' of the one%t of
&CUS3.M14S '415141-C1 .5 BI2 BA6AA4*
(8A-DA-A
C.-31-3S
S.-.. C9A'314S 'A21 -..
.
#
I. I-34.DUC3I.-
IN6ROD7C6ION ABO76 6O#IC
#-!
!
II. M139.D.0.2Y
RESEARC4 DESIGN
S6A6EMEN6 O* 64E #ROBLEM
OB8EC6IVES
NEED O* 64E #RO8EC6
SCO#E O* 64E #RO8EC6
6-#E O* 64E S67D-
SO7RCES O* DA6A COLLEC6ION
LIMI6A6IONS O* 64E S67D-
:-;
:
III.C.M'A-Y '4.5I01
IN6ROD7C6ION
INDIA RE6AIL IND7S6R-
4IS6OR- O* RE6AILING
9E- #LA-ERS
s
store ho"e. Loat"ons de"s"ons are harder to han'e beause reta"!ers ha2e to e"ther &a)e
susta"nab!e "n2est&ents to buy and de2e!o% rea! estate or o&&"t to !on' ter& !ease ("th
de2e!o%ers. S , CROSSs arthshastra. 4aats, Me!as,
Mand"s O door to door sa!es&en are trad"t"ona! Ind"an reta"!.
Reta"!"n' and (ho! esa! " n' ons" st of &any or'an";at"ons des"'ned to br"n'
'oods and ser2"es fro& the %o"nt of %rodut"on to the %o"nt of use. Reta"!"n' "n!udes a!!
the at"2"t"es "n2o!2ed "n se!!"n' 'oods or ser2"es d"ret!y to f"na! onsu&ers for the"r
%ersona!, non bus"ness use. Reta"!ers an be !ass"f"ed b"n ter&s of store reta"!ers, non,store
reta"!"n', and reta"! or'an";at"ons. Store reta"!ers "n!ude &any ty%es, suh as s%e"a!ty stores,
De%art&ent stores, su%er&ar)ets, on2en"ene stores, su%erstores, o&b"nat"on stores,
hy%er&ar)ets, d"sount stores, (arehouse stores, and ata!o' sho(roo&s. 6hese store
for&s ha2e had d"fferent !on'e2"t"es and are at d"fferent sta'es of the reta"! !"fe y!e.
De%end"n' on the (hee!,of,reta"!"n', so&e ("!! 'o out of e3"stene beause they
annot o&%ete on a =ua!"ty, ser2"e, or %r"e bas"s.
Non,store reta"!"n' "s 'ro("n' &ore ra%"d!y than store reta"!"n'. It "n!udes d"ret
se!!"n' @Door,to,door, %arty se!!"n'A, d"ret &ar)et"n', auto&at" 2end"n', and buy"n'
ser2"es. Muh of reta"!"n' "s "n the hands of !ar'e reta"! or'an";at"ons suh as or%orate
11
ha"ns, 2o!untary ha"n and reta"!er oo%erat"2es, onsu&er oo%erat"2es,
franh"se or'an";at"ons, and &erhand"s"n' on'!o&erates. More reta"! ha"ns are no(
s%onsor"n' d"2ers"f"ed reta"!"n' !"nes and for&s "nstead of st")"n' to one for& suh
as the de%art&ent store.
Reta"!ers, !")e &anufaturers, &ust %re%are &ar)et"n' %!ans that "n!ude
de"s"ons on tar'et &ar)ets, %rodut assort&ent and ser2"es, store at&os%here, %r""n',
%ro&ot"on, And %!ae. Reta"!ers are sho("n' stron' s"'ns of "&%ro2"n' the"r
%rofess"ona! &ana'e&ent and the"r %rodut"2"ty, "n the fae of suh trends as
shorten"n' reta"! !"fe y!es, ne( reta"! for&s, "nreas"n' "nterty%e o&%et"t"on, and
%o!ar"ty of reta"!"n', ne( reta"! tehno!o'"es, and &any others.
s !ead"n' bus"ness houses ("th &u!t"%!e bus"nesses s%ann"n' aross the onsu&%t"on
s%ae. s s%e"a!ty reta"! for&ats "n!ude, boo)s and &us" ha"n, De%ot,
s%orts(ear reta"!er, #!anet S%orts, e!etron"s reta"!er, E;one, ho&e "&%ro2e&ent ha"n,
4o&e 6o(n and rura! reta"! ha"n, Aadhar, a&on' others. It a!so o%erates %o%u!ar sho%%"n'
%orta!, futureba;aar.o&.
*uture Ca%"ta! 4o!d"n's, the 'rou%>s f"nan"a! ar& %ro2"des "n2est&ent ad2"sory to
assets (orth o2er K1 b"!!"on that are be"n' "n2ested "n onsu&er brands and o&%an"es, rea!
estate, hote!s and !o'"st"s. It a!so o%erates a onsu&er f"nane ar& ("th branhes "n 11/
!oat"ons.
Other 'rou% o&%an"es "n!ude, *uture Genera!", the 'rou%>s "nsurane 2enture "n
%artnersh"% ("th Ita!y>s Genera!" Grou%, *uture Brands, a brand de2e!o%&ent and I#R
o&%any, *uture Lo'"st"s, %ro2"d"n' !o'"st"s and d"str"but"on so!ut"ons to 'rou% o&%an"es
and bus"ness %artners and *uture Med"a, a reta"! &ed"a "n"t"at"2e.
6he 'rou%>s %resene "n Le"sure O Enterta"n&ent se'&ent "s !ed throu'h, Mu&ba",
based !"sted o&%any Ga!a3y Enterta"n&ent L"&"ted. Ga!a3y !ead"n' !e"sure ha"ns, S%orts
Bar and Bo(!"n' Co. and fa&"!y enterta"n&ent enters, *15.. 6hrou'h "ts %artner o&%any,
B!ue *oods the 'rou% o%erates around 1// restaurants and food ourts throu'h brands !")e
Bo&bay B!ues, S%a'hett" 9"then, Nood!e Bar, 6he S%oon, Co%%er Ch"&ney and Ge!ato.
*uture Grou%>s $o"nt 2enture %artners "n!ude, 7S,based stat"onery %roduts reta"!er, Sta%!es
and M"dd!e East,based A3"o& Co&&un"at"ons.
1C
6he 'rou%>s f!a'sh"% o&%any, #anta!oon Reta"! (as a(arded the Internat"ona!
Reta"!er of the -ear 5//?, by the 7S,based Nat"ona! Reta"! *ederat"on, the !ar'est reta"! trade
asso"at"on and the E&er'"n' Mar)et Reta"!er of the -ear 5//? at the s ore 2a!ue of
PInd"anness.> 6he 'rou%>s or%orate redo "s, PRe(r"te ru!es, Reta"n 2a!ues.
A55I0IA31 C.M'A-I1S
4o&e So!ut"ons Reta"! @Ind"aA L"&"ted
*uture Med"a @Ind"aA L"&"ted
*uture Lo'"st" So!ut"ons L"&"ted
*uture A3"o& 6e!eo& L"&"ted
#anta!oon *ood #rodut @Ind"aA L"&"ted
*uture Genera! Ind"a Insurane Co&%any Ltd
*uture Ca%"ta! 4o!d"n's Ltd
*uture Ba;aar Ind"a Ltd
Sta%!es *uture Off"e #roduts #r"2ate Ltd
0I-1S .5 BUSI-1SS .5 391 AB.81 S3.41
E,6a!)"n'
*ash"on
4o&e So!ut"on
Genera! Merhand"se
Le"sure and
Enterta"n&ent
< Co&%any "nor%orated as Man; s f"rst for&a! trouser brand.
#AA# Launh of BARE, the Ind"an $eans brand.
#AA! In"t"a! %ub!" offer @I#OA (as &ade "n the &onth of May.
#AA$ 6he #anta!oon Sho%%e B e3!us"2e &ens(ear store "n franh"see for&at
!aunhed aross the nat"on. 6he o&%any starts the d"str"but"on of branded
'ar&ents throu'h &u!t",brand reta"! out!ets aross the nat"on.
5/
#AA% 8ohn M"!!er B for&a! sh"rt brand !aunhed.
#AA< #anta!oons B Ind"a>s fa&"!y store !aunhed "n 9o!)ata.
!""# B"' Ba;aar, PIs se sasta aur aha )ah" nah"n> , Ind"a>s f"rst hy%er&ar)et
ha"n !aunhed.
!""! *ood Ba;aar, the su%er&ar)et ha"n "s !aunhed.
!""$ Centra! B PSho%, Eat, Ce!ebrate In 6he 4eart Of Our C"ty> , Ind"a>s f"rst
sea&!ess &a!! "s !aunhed "n Ban'a!ore.
!""% *ash"on Stat"on , the %o%u!ar fash"on ha"n "s !aunhed
a!! B Pa !"tt!e !ar'er> , e3!us"2e stores for %!us,s";e "nd"2"dua!s "s !aunhed
!""; *uture Ca%"ta! 4o!d"n's, the o&%any>s f"nan"a! "s for&ed to &ana'e o2er
K1.1 b"!!"on "n rea! estate, %r"2ate e=u"ty and reta"! "nfrastruture funds.
#!ans forays "nto reta"!"n' of onsu&er f"nane %roduts.4o&e 6o(n, a
ho&e bu"!d"n' and "&%ro2e&ent %roduts reta"! ha"n "s !aunhed a!on'
("th onsu&er durab!es for&at, E;one and furn"ture ha"n, *urn"ture
Ba;aar. *uture Grou% enters "nto $o"nt 2enture a'ree&ents to !aunh
"nsurane %roduts ("th Ita!"an "nsurane &a$or, Genera!".*or&s $o"nt
2entures ("th *renh reta"!er, E6AM Grou% and 7S off"e stat"onery
reta"!er, Sta%!es.
!""< *uture Grou% rosses K1 b"!!"on turno2er &ar).
S%e"a!";ed o&%an"es "n reta"! &ed"a, !o'"st"s, I#R and brand
de2e!o%&ent and reta"!,!ed tehno!o'y ser2"es beo&e o%erat"ona!.
#anta!oon Reta"! ("ns the Internat"ona! Reta"!er of the -ear at 7S,based
Nat"ona! Reta"! *ederat"on on2ent"on "n Ne( -or) and E&er'"n' Reta"!er
of the -ear a(ard at the s (hat they
'uarantee. s.
A/A4DS A-D 41C.2-I3I.- !""A
C-BC AFas7 Consumer AFards !""A
• Most #referred Mu!t" #rodut Cha"n , B"' Ba;aar
• Most #referred Mu!t" Brand *ood O Be2era'e Cha"n , B"' Ba;aar
.5
Images 5as7ion 5orum !""A
• Most Ad&"red *ash"on Grou% Of 6he -ear , *uture Grou%
• Most Ad&"red #r"2ate Labe! , #anta!oons, the !"festy!e for&at
• Cr"t"s Cho"e *or #"oneer"n' Effort In Reta"! Cone%t Creat"on , Centra!
Co(a-Cola 2olden SDoon AFards !""A
• Most Ad&"red *ood O Groery Reta"!er Of 6he -ear
• Most Ad&"red *ood Court
• Most Ad&"red *ood #rofess"ona!
Indian 4etail 5orum AFards !"">
• Most Ad&"red Reta"! Co&%any of the year , *uture Grou%
• Reta"! *ae of the -ear , Inshore B"nya&"n
• Best Reta"!er Of 6he -ear @ 4y%er&ar)etA , B"' Ba;aar
*uture Grou% (as a(arded the Most Ad&"red Reta"! Co&%any of the year by the
Ind"an Reta"! *oru& at a '!"tter"n' ere&ony or'an";ed "n Mu&ba". Mr. Inshore B"nya&"n
a!so (on Reta"! *ae of the -ear.
Ind"a Reta"! *oru& @IR*A "s a %!atfor& for "nte!!etua! "ns"'hts and "nfor&at"on
e3han'e for the reta"! bus"ness "n the Ind"an subont"nent. 6he foru& %resents the bus"ness
of reta"! "n the re'"on to a '!oba! aud"ene, ("th the e3%ress a"& of fa"!"tat"n'
understand"n' about and enoura'"n' "n2est&ent "n th"s &ass"2e &ar)et%!ae.
B"' Ba;aar, the 2a!ue for&at of *uture Grou% ba''ed the Best Reta"!er of the -ear
@4y%er&ar)etA.
37e I-DIAS3A4 AFard !"">
• *ood Ba;aar+ Best #a)a'"n' Inno2at"on
*ood Ba;aar ba''ed the INDIAS6AR A(ard for Best #a)a'"n' Inno2at"on "n
Ind"a, for "ts %r"2ate !abe! brand *resh and #ure Cha)a Atta.
INDIAS6AR A(ard "s a b"enn"a! e2ent (h"h a"&s to %ro&ote and enoura'e
e3e!!ene "n %a)a'"n' des"'n, "nno2at"on and tehno!o'y. 6he ontest (as estab!"shed "n
1G?5 and "s ons"dered as the &ost %o%u!ar and %re&"er e2ent for Ind"a>s %a)a'"n'
..
fratern"ty. 6h"s year there (ere around .1? entr"es and the %art""%ants had to sub&"t a
sa&%!e of the"r des"'ns for se!et"on.
s s"n'!e &ost "&%ortant '!oba! %!atfor& to %ro&ote (or!d,!ass reta"!
%rat"es. 6hese a(ards are a"&ed at honor"n' the best, "n the As"an Reta"! senar"o. Ind"a
%!ayed host to As"a Reta"! Con'ress 5//C
Images 4etail AFards
Most Ad&"red Reta"! *ae of the -ear+ Inshore B"nya&"n
Most ad&"red reta"!er of the year+ Lar'e for&at, &u!t" %rodut store+ B"' Ba;aar
Most ad&"red reta"!er of the year+ *ood and Groery+ *ood Ba;aar
Most ad&"red reta"!er of the year+ 4o&e O off"e "&%ro2e&ent+ 4o&eto(n
Most ad&"red Reta"! Co&%any of the year+ #anta!oon Reta"! @Ind"aA Ltd.
.:
• I&a'es Reta"! *oru& fo!!o(ed str"t "nternat"ona! benh&ar)s "n de"d"n' the to%
honors for I&a'es Reta"! A(ards >/?, ("th IRIS as )no(!ed'e %artner and '!oba! onsu!t"n'
f"r& A6 9earney as the #roess A%%ro2er.
-ational 4etail 5ederation AFards
Internat"ona! Reta"!er for the -ear 5//? B #anta!oon Reta"! @Ind"aA Ltd
6he Nat"ona! Reta"! *ederat"on "s the (or!d>s !ar'est reta"! trade asso"at"on ("th
o2er 1.: &"!!"on &e&bers "n the 7S and aross the (or!d. So&e of the %ast ("nners of the
a(ard "n!ude Metro AG @Ger&anyA, Carrefour @*raneA, Mara @S%a"nA, Bot"ar"o @Bra;"!A.
/orld 4etail Congress AFards
E&er'"n' Mar)et Reta"!er of the -ear 5//? B #anta!oon Reta"! @Ind"aA Ltd
6he "nau'ura! s D"'est a(ards are based on sur2eys done a&on' onsu&ers by "nde%endent
researh a'eny, N"e!sen Med"a Researh. 6h"s "s the seond onseut"2e t"&e B"' Ba;aar has
(on th"s a(ard
4etail Asia 'a(ifi( 3oD %"" AFards !"";
As"a #a"f" Best of the Best Reta"!ers B #anta!oon Reta"! @Ind"aA Ltd Best Reta"!er "n
Ind"a B #anta!oon Reta"! @Ind"aA Ltd
6he Reta"! As"a %ub!"at"on "n asso"at"on ("th Euro Mon"tor and 9#MG honors the best
reta"!ers "n 1: ountr"es aross the As"a #a"f" re'"on. 6he a(ards (ere %resented "n
S"n'a%ore "n Otober, 5//0
Asia money AFards
Best Mana'ed Co&%any "n Ind"a @M"d,a%A B #anta!oon reta"! @Ind"aA Ltd.
6he As"a &oney %ub!"at"on onduts a %o!! a&on' fund &ana'es and "n2estors and does a
=uant"tat"2e ana!ys"s of f"nan"a! %erfor&ane to se!et best &ana'ed o&%an"es "n As"an
ountr"es.
1rnst = Young 1ntreDreneur of t7e Year AFard
Ernst O -oun' Entre%reneur of the -ear @Ser2"esA B Inshore B"nya&"n Cons"dered
to be one of the &ost %rest"'"ous bus"ness a(ards "n Ind"a, a $ury o&%r"s"n' !ead"n' na&es
"n Ind"an bus"ness se!eted the ("nners based on oura'e, reat"2"ty, %ass"on, endurane and
2"s"on.
C-BC Indian Business 0eaders AFards
6he *"rst Generat"on Entre%reneur of the -ear B Inshore B"nya&"n Or'an";ed by
CNBC,6V1C, the t(e!2e a(ardees "n 2ar"ous ate'or"es are de"ded by a h"'h %rof"!e $ury,
a!on' ("th researh %artners , 6he 7n"2ers"ty of Ch"a'o Graduate Shoo! of Bus"ness,
De2e!o%&ent D"&ens"ons Internat"ona! @DDIA and AC Ne"!son ORG MARG.
0aJs7miDat Sing7ania K IIM 0u(JnoF -ational 0eaders7iD AFards
-oun' Bus"ness Leader B Inshore B"nya&"n 6he a(ard reo'n";es and honors
"nd"2"dua!s (ho ha2e ontr"buted ons"stent!y to the better&ent of our ountry throu'h the"r
.0
%ursu"t of e3e!!ene. 6he a(ards (ere %resented "n Ne( De!h" by the #r"&e M"n"ster Dr.
Man&ohan S"n'h "n Dee&ber, 5//0.
Images 4etail AFards
• Best Va!ue Reta"! Store B B"' Ba;aar
• Best Reta"! Dest"nat"on B B"' Ba;aar
• Best *ood O Groery Store B *ood Ba;aar
• Reta"! *ae of the -ear B Inshore B"nya&"n
6he IRA a(ards are de"ded throu'h a nat"on("de onsu&er O "ndustry %o!! and
no&"nat"ons fo!!o(ed by %erfor&ane assess&ent by tea& of ana!ysts and $ury.
4eadersI Digest AFards
#!at"nu& 6rusted Brand A(ard , B"' Ba;aar
6he Reader>s D"'est a(ards are based on sur2eys done a&on' onsu&ers by
"nde%endent researh a'eny, N"e!sen Med"a Researh.
C-BC AFas7 Consumer AFards
Most #referred Lar'e *ood O Groery Su%er&ar)et B B"' Ba;aar Conduted "n
asso"at"on ("th AC N"e!sen,ORG Mart aross 51 &a$or "t"es, near!y 1/,/// onsu&ers
(ere as)ed to hoose the"r &ost %referred brands.
4eid = 3aylor AFards for 4etail 1H(ellen(e
Reta"! Entre%reneur of the -ear B Inshore B"nya&"n
4eaders Digest and AFas7 Consumer AFard
• B"' Ba;aar , Most %referred, !ar'e, *ood and Groery store
4eaders Digest 'latinum 3rusted Brand AFard
• B"' Ba;aar , Earn"n' a trusted #!ae "n the e2eryday !"2es of onsu&ers
Images 4etail AFards !""%
• #RIL B Most ad&"red reta"!er of the year
.?
• *ood Ba;aar , Reta"!er of the year @food and 'roeryA
• B"' Ba;aar B Reta"!er of the year @2a!ue reta"!"n'A
• Centra! B Reta"! !aunh of the year
•
Business today sele(ted '4I0 amongC
• 6o% 5/ o&%an"es "n Ind"a to (ath "n 5//1
• Ind"a>s &ost "n2estor,fr"end!y o&%an"es "n the to% ?1
• Ind"a>s b"''est (ea!th reators "n the to% 1//
Images 4etail AFards !""$
• #RIL B Most ad&"red reta"!er of the year
• *ood Ba;aar , Reta"!er of the year @food and 'roeryA
• B"' Ba;aar B Reta"!er of the year @2a!ue reta"!"n'A
• Centra! B Reta"! !aunh of the year
4eid = 3aylor and D05 AFards
#RIL B Reta"!er of the year !"":
Indian 1HDress AFard
#RIL, Mar)et"n' e3e!!ene and e3e!!ene "n brand bu"!d"n'
5U3U41 24./39 = '4.S'1C3US
Reent!y they are "nterested to e3%and the"r reta"! bus"ness "n Mysore and a!on' ("th
that they are "nterested to estab!"sh t(o reta"! out!ets "n Gu!bar'a D"str"t.
Big Ba)aar 'lans :"" Stores by !"#"-##
5/ May, 5//G, 1?55 hrs IS6, #6I NEt res%ond for none ate'or"es of %roduts
a2a"!ab!e "n one %rodut ate'ory.
3AB01-##
##. 9oF is t7e store sDa(e in Big-Ba)aar for moving around for Drodu(tsL
RESPONSE RESPONDENTS PERCENTAGE
SMALLSPACE 6 7.5%
FREESPACE 58 72.5%
NOTFREE SPACE 13 16.25%
CONGESTED 3 3.75%
10
TOTAL 80 100%
24A'9-##
I-314'413A3I.-C
Abo2e tab!e sho(s that ?5.1I of the usto&ers an free!y &o2"n' around "n store for
%roduts, 10.51I of usto&ers an not free!y &o2"n' around "n store for %roduts,, ?.1I of
the usto&ers an 'et s&a!! s%ae "n store for &o2"n' around for %roduts, ..?1I
res%ondents an 'et on'ested s%ae "n store for &o2"n' around for %roduts.
3AB01-#!
#!. 9oF is t7e re-Dresentatives intera(tion are at Big-Ba)aarL
'NTERACT'ON RESPONDENTS PERCENTAGE
EFFECT'(E 38 !7.5%
NOTEFFECT'(E 30 37.5%
GOOD 10 12.5%
NO'NTERACT'ON 2 2.5%
TOTAL 80 100%
1?
24A'9-#!
I-314'413A3I.-C
*ro& abo2e tab!e sho(s :?.1I of the usto&ers 'ett"n' effet"2e
"nterat"on fro& store re,%re2entat"2es for %roduts. .?.1I of the usto&ers an>t not 'et
effet"2e "nterat"on fro& store re,%re2entat"2es for %roduts. 15.1I of the usto&ers an 'et
Good "nte'rat"on fro& store re,%re2entat"2es for %roduts. 5.1I of the usto&ers annot 'et
"nterat"on fro& store re,%re2entat"2es for %roduts.
3AB01-#:
#:. /ill Big-Ba)aar reminding = intimating t7eir store dis(ounts = Dri(es to all
(ustomers in storeL
RESPONSE RESPONDENTS PERCENTAGE
)ES1CLEAR
'NT'MAT'NG
!3 53.75%
NO CLAR'T)
'NT'MAT'NG
26 32.5%
NO 'NT'MAT'ON AT
ALL
11 13.75%
TOTAL 80 100%
1C
24A'9-#:
I-314'413A3I.-C
Abo2e tab!e sho(s that (e on!ude that the 1..?1I of the usto&ers are 'ett"n'
!ear announe&ent fro& store about store d"sounts, %r"es... .5.1I of the usto&ers are
not 'ett"n' !ear announe&ent fro& store about store d"sounts, %r"es 1..?1I usto&ers
are not 'ett"n' any announe&ent fro& store about store d"sount, %r"es...
3AB01-#$
M#$. 9oF t7e (ustomer servi(e deDartment in store is is effe(tive in Droviding
servi(eL
RESPONSE RESPONDENTS PERCENTAGE
FASTSER('CE 38 !7.5%
SLO+SER('CE 28 35%
NOTSUFF'C'ENT
SER('CE
9 11.25%
NOTGOOD SER('CE 5 6.25%
TOTAL 100%
24A'9-#$
1G
I-314'413A3I.-+
Abo2e tab!e sho(s that (e on!ude that the :?.1I of the usto&ers are 'ett"n' fast
usto&er,ser2"e fro& usto&er ser2"e de%art&ent .1I of the usto&ers are 'ett"n' s!o(,
ser2"e fro& usto&er ser2"e de%art&ent 11.51I of the usto&ers are 'ett"n' not,suff""ent
ser2"e fro& usto&er ser2"e de%art&ent. 0.51I of the usto&ers are 'ett"n' not,'ood
ser2"e fro& usto&er ser2"e de%art&ent.
3AB01-#%
#%. /ill Big-Ba)aar offer any sDe(ial dis(ount Dri(esL
RESPONSE RESPONDENTS PERCENTAGE
)ES 69 86.25%
NO 11 13.75%
TOTAL 80 100%
24A'9-#%
0/
I-314'413A3I.-C
Abo2e tab!e sho(s that (e on!ude that the C0.51I of the usto&ers res%ond store
offer"n' s%e"a! d"sount %r"es.1..?1I of the usto&ers res%ond store d"d not offer s%e"a!
d"sount %r"es..
3AB01C #%.A
If yes, F7at are t7e offers t7at are Drovided by big ba)aarL
OFFERS "
D'SCOUNTS
RESPONDENTS PERCENTAGE
,23 %ne 4e5 %ne
6ree
30 37.5%
50%7 !0%7 60%7
E589
20 25%
,23 %ne 4e5 5:% 10 12.5%
Ge5 5:% 6%r 900 8 10%
,23 %ne 4e5 ;e8%nd
%ne 60% %n er %?er; "
d=;8%2n5;
6 7.5%
TOTAL 80 100%
24A'9-#%.A
I-314'413A3I.-C
Abo2e tab!e sho(s that .?.1I of usto&ers (ere a(are buy one 'et one offer, 51I of
usto&ers (ere a(are 1/I, :/I, 0/I, offer, 15.1I of usto&ers (ere a(are buy one 'et
t(o offers. 1/I of usto&ers (ere a(are 'et t(o G//@e3a&%!eA offer ?.1I (ere usto&ers
(ere a(are buy one 'et seond one 0/I on %r"e O other offers.
3able-#;
#;. Are you Faiting for a long time at t7e billing se(tion at big ba)aarL
RESPONSE RESPONDENTS PERCENTAGE
)ES 69 86.25%
NO 11 13.75%
TOTAL 80 100%
05
24A'9C #;
I-314'413A3I.-C
Abo2e tab!e sho(s that C0.51I of the usto&ers are (a"t"n' for !on' t"&e "n b"!!"n'
set"on.1..?1I of the usto&ers are not (a"t"n' for !on' t"&e for !on' t"&e at b"!!"n' set"on
at b"' ba;aar
3AB01-#<
#
#>. /7y do you visit t7e retail storesL
CAUSE OF ('S'T'NG RESPONDENTS PERCENTAGE
,U)'NG 'NTREST 73 91.25%
PRODUCT 'NTREST 7 8.75%
'NFORMAT'ON
SEE/'NG
0 0%
0:
GENERAL 'NTREST 0 0%
TOTAL 80 100%
24A'9-#>
I-314'413A3I.-C
Abo2e tab!e sho(s that the G1.51I of the usto&ers are (ent to reta"! stores for
buy"n' "nterest. .C.?1I of the usto&ers "s 'one to reta"! stores for %rodut "nterest. None of
the usto&ers are not 'one to reta"!,stores for "nfor&at"on,see)"n' O 'enera! "nterest.
3AB01-#A
#A. 9ave you Dur(7ased any Drodu(t at Big-Ba)aar Eust by visiting first timeL
RESPONSE RESPONDENTS PERCENTAGE
)ES 18 22.5%
NO 52 65%
NOTF'RST T'ME 9 11.25%
MORE T*AN T+O
T'MES
1 1.25%
TOTAL 80 100%
01
24A'9-#A
I-314'413A3I.-C
Abo2e tab!e sho(s that 01I of the usto&ers are not buy the %roduts for f"rst,t"&e
2"s"t"n' the store. 55.1I of the usto&ers are buy"n' the %roduts $ust by 2"s"t"n' f"rst,t"&e
the store... 11.51I usto&ers are not buy"n' the %roduts $ust by 2"s"t"n' f"rst,t"&e the store.
1.51I usto&ers are buy"n' the %roduts by &ore than 2"s"t"n' 6(o,t"&es.
3AB01-!"
!".. /7at are your intentions to re-inter t7e storeL
'NTENT'ONS RESPONSE PERCENTAGE
Pr%d285 @2#A=53 "
#&#=A#$=A=53
30 37.5%
C2;5%Ber ;er&=8e 9 11.25%
Se#;%n#A %?er; "
d=;8%2n5;
18 22.5%
AB$=en8e 3 3.75%
L%:s "ntent"on "s to re,enter "nto the store
"s %rodut =ua!"ty O a2a"!ab"!"ty. 51I usto&er>s "ntent"on "s to re,enter "nto store "s !o(
%r"es. 55.1I usto&er>s "ntent"on "s to re,enter "n to store "s seasona! offers O d"sounts.
11.51I of the usto&er>s "ntent"on "s to re,enter "nto store "s usto&er ser2"e. ..?1I of the
usto&er>s "ntent"on "s to re,enter "n to the store "s A&b"ene.
3AB01-!#
!#. 9oF is Big-Ba)aar maintaining Drodu(t @UA0I3Y, @UA-3I3Y (omDare to
ot7er retail storesL
RESPONSE RESPONDENTS PERCENTAGE
GOOD 73 91.25%
NORMAL 7 8.75%
NOTGOOD 0 0%
POOR 0 0%
TOTAL 80 100%
24A'9-!#
0?
I-314'413A3I.-+
Abo2e tab!e sho(s that the G1.51I of the usto&ers are res%ond b"',ba;aar &a"nta"n
'ood %rodut =ua!"ty, =uant"ty o&%are to other reta"!,stores C.?1I of the usto&ers are
res%ond b"',ba;aar &a"nta"n nor&a! %rodut =ua!"ty, =uant"ty o&%are to other reta"! stores..
None of the usto&ers an>t res%ond for b"',ba;aar &a"nta"n"n' %oor, not,'ood %rodut
=ua!"ty, =uant"ty o&%are to other reta"!,stores.
3AB01-!!
!!. 9oF do you feel (SA3IS5I1D after S9..'I-2 A3 Big-Ba)aarL
RESPONSE RESPONDENTS PERCENTAGE
SAT'SF'ED 17 21.25%
FEEL(ER)
SAT'SF'ED
63 78.75%
NOTSAT'SF'ED 0 0%
TOTAL 80 100%
24A'9-!!
0C
I-314'413A3I.-C
Abo2e tab!e sho(s that the ?C.?1Iof the usto&ers are res%ond they an fee! 2ery,
sat"sf"ed after sho%%"n' at b"',ba;aar. 51.51I of the usto&ers are res%ond they an fee!
sat"sf"ed after sho%%"n' at b"',ba;aar.. None of the usto&ers ant res%ond they an fee! not,
sat"sf"ed after sho%%"n' at b"',ba;aar
0G
C9A'314-8
%INDIN#
5I-DI-2SC
? G1.51I of usto&ers fee! that the =ua!"ty of %roduts at b"' ba;aar "s better than at
other reta"! stores
? ?C.?1I of usto&ers are sat"sf"ed for sho%%"n' at b"' ba;aar
? 01I of usto&ers (ho 2"s"t B"' Ba;aar fa!! "n the "no&e !e2e! Be!o(,1////F, %er
&onth.
?/
? :/I of usto&ers %refer b"' ba;aar for sho%%"n' beause of !o(,%r"e and 'ood
=ua!"ty %roduts.
? 11I of usto&ers (ere a(are of B"' Ba;aar throu'h ad2ert"se&ents.
? C0.51I of usto&ers e3%et to ha2e food ourt and 'a&"n' set"on "n the b"' ba;aar,
(h"h an !ead to "nrease the sho%%"n' durat"on.
? 01.51I of usto&ers are "n the b"!!"n' set"on, (h"h &a)es the& to (a"t for a !on'
t"&e.
? G1I of usto&ers are 2"s"t"n' B"' Ba;aar for %urhase of %roduts rest of the& "s for
"nfor&at"on see)"n'.
? 0..?1I of usto&ers (ho are 2"s"t"n' B"' Ba;aar are &a!e.
? 1.I of usto&ers (ho are 2"s"t"n' B"' Ba;aar are for *.M.C.G %roduts.
? .?.1I of usto&ers 2"s"t B"' Ba;aar beause of !o(er,%r"es and 55.1I usto&ers
2"s"t due to a2a"!ab"!"ty of !ar'e nu&ber of %roduts.
? ?5.1I of usto&ers are ha%%y about the a2a"!ab"!"ty of free s%ae for d"s%!ay of
%roduts.
S##ESTIONS
?1
SU221S3I.-S
? 6o attrat &ore usto&ers, b"' ba;aar needs to offer &ore brands of %roduts
? Ad2ert"s"n' throu'h te!e2"s"on and *.M rad"o needs to be "&%ro2ed
? S"'n boards (h"h sho( restroo&s and tra"! roo&s shou!d be 2"s"b!e to the usto&ers,
and a!so tr"a! roo&s are to be "nreased.
? Inrease the usto&er b"!!"n' set"on transat"ons "n store. @for fast transat"onsA
?5
? Inrease the food ourt and 'a&e>s set"on at b"' ba;aar to "nrease the usto&er
sho%%"n' durat"on.
? B"' ba;aar an "&%ro2e the"r usto&er sat"sfat"on !e2e!, by %ro2"d"n' better ser2"e
!")e ho&e de!"2ery et.
?.
CONCLSION
C.-C0USI.-C
?:
6he study on!udes that &a$or"ty of the usto&ers %refer sho%%"n' at b"',ba;aar, beause of
%rodut 2ar"ety, =ua!"ty, ser2"e fa"!"ty, reasonab!e %r"es (h"h &a)e the usto&ers fee!
&ore o&fortab!e "n 2"s"t"n' the store a'a"n O a'a"n.
Custo&ers sho% &ore "n the food ba;aar and the &en>s (ear de%art&ent "n B"' Ba;aar.
Custo&ers fee! that B"' Ba;aar has 2ar"ety of %roduts a2a"!ab!e "n 2ar"ous de%art&ents
Cons"der"n' the fat that there are a !ot &"dd!e !ass fa&"!"es "n Ind"a, B"' ba;aar has had a
hu'e "&%at on the &"dd!e !ass set"on of Ind"a, the %r"es, =ua!"ty and sa!es strate'y has
he!%ed "n 'ett"n' the &"dd!e "no&e 'rou%s 'ett"n' attrated to(ards B"' Ba;aar.
B"' ba;aar has been )no(n for "ts 'reat sa!e and 'reat offersO d"sounts. B"' ba;aar has had
!on' !"nes of %eo%!e (a"t"n' to 'et "nto the store for the sa!e. 6herefore, the sa!es that B"'
Ba;aar has had "nreased "n a hu'e (ay due to offers O d"sounts, thus th"s has been one of
the &a"n ad2anta'es of B"' Ba;aar.
?1
A--1?U41
@U1S3I.--AI41
@U1S3I.--AI41
Res%eted S"rFMada&e,
I a& a student, %ursu"n' BBA fro& ISLAMIA DEGREE COLLEGE DEOBAND, I a&
do"n' a %ro$et on LA S67D- ON C7S6OMER #RE*ERENCES C4OOSING A BIG
?0
BAMAARQ.Q I re=uest you to oo%erate "n &y researh study, by )"nd!y f"!!"n' u% the
fo!!o("n' =uest"onna"re.
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