A Study On Customer Service With Reference To Big Bazaar, Banglore

Internship Report on
A study on Customer Service With Reference to Big Bazaar, Bangalore

BY
Kiran M C
(4PM12MBA16)
Submitted to
VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM
In partial fulfillment of the requirements for the award of the Degree of
MASTER OF BUSINESS ADMINISTRATION
Under the guidance of
Internal Guide External Guide
Mr. D M Arvind Mallik Mr. Kaviyarasu R
Asst. Professor People Officer, HR
P G Dept. of Management Studies Jayanagar,
& Research Centre Bangalore.
P.G. Department of Management Studies and Research Centre
PES INSTITUTE OF TECHNOLOGY AND MANAGEMENT
NH -206, Sagar Road, Shivamogga 577 204
July 2014
BY
Kiran M C
(4PM12MBA16)
Submitted to
July 2014
BY
Kiran M C
(4PM12MBA16)
Submitted to
July 2014
PES Institute of Technology & Management
N H N H 206, Sagar Road, Shivamogga - 577 204 (Karnataka)
Affiliated to Visvesvaraya Technological University, Belgaum Ph. : 08182 233795 / 96, 290144 (Direct)
Approved by A.I.C.T.E., Recognised by Govt. of Karnataka Fax : 08182 233797, 233793 (Direct)
Website : www.pesshivamogga.org
CERTIFICATE
This is to certify that Mr. Kiran M C (4PM12MBA16), is a 4
th
Semester student of
Master of Business Administration, P.G Department of Management Studies and Research
Centre, PESITM, Shivamogga (2012-2014), affiliated to Visvesvaraya Technological
University, Belgaum. Internship report on A Study on Customer Service With
Refernce to Big bazaar, Bangalore is prepared by him under the guidance of Mr. D M
Arvind Mallik, in partial fulfillment of requirement for the award of the degree of Master
of Business Administration of Visvesvaraya Technological University, Belgaum.
Mr. D M Arvind Mallik Dr.R.Nagaraja Dr. Ashok Kumar. T
Asst. professor Prof & HOD. Principal, PESITM
Internal Guide PGDMS & RC
EXTERNAL EXAMINERS
[1]
Signature:.........
Name:
Institution:
[2]
Signature:.........
Name:...
Institution:
DECLARATION
I, Kiran M C, hereby declare that the Internship report entitled A Study on
Customer Service with Reference to Big Bazaar, Bangalore prepared by me under
the guidance of Mr. D M Arvind Mallik, faculty of M B A Department, PESITM,
Shivamogga and external assistance by Mr. Kaviyarasu R, People officer HR, Big Bazaar.
I also declare that this Internship work is toward the partial fulfillment of the
university regulation for the university regulation for the award of degree of Master of
Business Administration by Visvesvaraya Technological University, Belgaum.
I have undergone a summer project for a period of Twelve weeks. I further declare
that this project is based on the original study undertaken by me and has not been submitted
for the award of any degree/diploma from any other University/Institution.
Place: Shivamogga Signature .......
Date: Kiran MC
(USN: 4PM12MBA16)
ACKNOWLEDGEMENT
I, the undersigned, IV Semester student of MBA , P G Department of Management
Studies & Research Centre, PES Institute of Technology & Management, Shivamogga is glad
to express my deep sense of gratitude to all the persons connected with the successful
completion of this project work. This report is obviously not the result of my work alone,
many persons have directly or indirectly involved, without whom this work would not have
been accomplished
I am grateful to the Organization (BEML, Marketing Division KGF complex that
gives me this opportunity I support to carry out this present project work successfully.
I am grateful to Mr. Kaviyarasu R, People officer HR, Jayanagara, Big Bazaar
who was an external guide, encouragement and assistance at every stage of this project work
and also for permitting me to do this project work in Big Bazaar.
I am grateful to Mr. D M. Arvind Mallik, Asst. Prof, P G Department of
Management Studies & Research Centre, PESITM Shivamogga, for his guidance and
continuous untiring support during the course of this project work.
I am thankful to Dr.R.Nagaraja, Professor & HOD, P G Department of Management
Studies & Research Centre, PESITM, Shivamogga
Its my immense gratitude to thank Dr. Ashok Kumar T, Principal, PESITM
Shivamogga for his untiring support
I am also thankful to all the teaching and non teaching staff of PGDMSRC,
PESITM and the student friends & family for their support and co-operation.
Finally, I acknowledge with thanks to the co-operation and support extended to us
by the respondents who helped in successful completion to this project work.
Kiran M C
(4PM12MBA16)
TABLE OF CONTENTS
Sl.
No.
Particulars Page
No.
Executive Summary
1 Introduction 1
1.1 Introduction about the Internship 1
1.2 Topic chosen for the study 1
1.3 Need of the study 1
1.4 Objectives of the study 2
1.5 Scope of the Study 2
1.6 Methodology Adopted 2-4
1.7 Literature Review 4-5
1.8 Limitations of the study 5
2 Industry and Company profile 6
2.1 Industry profile 6-10
2.2 Company profile 11-14
2.3 Promoters (Board of directors) 14-15
2.4 Vision, Mission and Quality Policy 15-16
2.5 Products Profile 16-17
2.6 Area of Operation 17
2.7 Infrastructural Facilities 17-18
2.8 Competitors Information 18-19
2.9 SWOT analysis & Customer service process 19-21
2.10 Future Growth and Prospects of the Company 21
2.11 Analysis of Financial Statements of Coca cola Company 22-26
3 Theoretical background of the study 26-30
4 Data Analysis and Interpretation 31-55
5 Summary of Findings, Suggestions and Conclusion 56-58
Findings 56-57
Suggestions 57
Conclusion 58
Bibliography
Annexure
Table
No
TABLE TITLE
Page No.
4.1
Age Parameter.
4.2
Income level
4.3
Education Qualifications
4.4
Working status
4.5
Customer frequently visit in big bazaar
4.6
Factors influencing you to purchase in big bazaar
4.7
Customer familiar product from Big Bazaar
4.8
How does contact the Customer service experience
4.9
Staff response to customer enquiry
4.10
Customer responding in customer service
4.11
Enough signs in the Store to provide needed information in navigation.
4.12
Store character & importance of Big Bazaar
4.13
Cleanliness of the Store
4.14
Customer which kind of an facility like from Big Bazaar
4.15
Customer like facility from big bazaar
4.16
Quality of customer experience in big bazaar
4.17
Improve on customer service
4.18
Improve quality customer service will expecting way
4.19
Customer expectation from Big Bazaar
4.20
Customer happy with customer service in big bazaar
4.21
Provide future service to customer
LIST OF THE GRAPHS
Table
No.
TABLE TITLE Page
No.
4.1 Age Parameter
4.2
Income level
4.3
Education level
4.4
Working status
4.5
4.6
Factors influencing customer to purchase in big bazaar
4.7
Customer which products more like from big bazaar
4.8
Customer how contact for service with staff
4.9
4.10
Various customers responding in customer service
4.11
4.12
4.13
Cleanliness of the Store.
4.14
Which facility of like from Big Bazaar
4.15
Customer like facility from Big Bazaar
4.16
Recent customer service experience in big bazaar
4.17
Customer service of the staff, facility, store in the big bazaar
4.18
Improve the quality service through in this parameter
4.19
Customer expecting valuable service in big bazaar
4.20
Customer happy with service in big bazaar
4.21 Improve the need of customer service which will help to future.
LIST OF TABLES
Table
No
TABLE TITLE
Page No.
4.1 Age Parameter.
4.2
Income level
4.3
Education Qualifications
4.4
Working status
4.5
4.6
Factors influencing you to purchase in big bazaar
4.7
Customer familiar product from Big Bazaar
4.8
How does contact the Customer service experience
4.9
4.10
Customer responding in customer service
4.11
4.12
4.13
Cleanliness of the Store
4.14
Customer which kind of an facility like from Big Bazaar
4.15
Customer like facility from big bazaar
4.16
Quality of customer experience in big bazaar
4.17
Improve on customer service
4.18
Improve quality customer service will expecting way
4.19
Customer expectation from Big Bazaar
4.20
Customer happy with customer service in big bazaar
4.21
Provide future service to customer
EXECUTIVE SUMMARY
The study undertaken at Jayanagar, Big Bazaar, Bangalore titled A Study on Customer
Service With Reference To Big Bazaar, Bangalore the study comprises of 5 chapters.
In this report the first chapter the introduction about the internship, topic chosen of the of the
study, need for the study, objective for the study, scope of the study, methodology adopted,
literature review and limitation.
The second chapter explains about the industry and company profiles of organization being
study, the board of directors, vision and mission, quality policy, product/ service profile,
areas of operation, infrastructure facilities of the company. Competitors information and
undergone a SWOT analysis that helps to know the companys core competencies, and future
growth and prospects. It is concluded with a brief insight into the financial statement of the
organization.
The third explain about of the theoretical background of the study that elaborate the
information on the subject chosen for better understanding.
The fourth Chapter explains about of the analysis and interpretation of the data collected with
relevant tables and graphs. Results obtained by using statistical tools.
The fifth Chapter explain about of the finding and suggestions are based on the opinion of the
employees and it is concluded with brief.
Customer Service With Reference to Big Bazaar, Bangalore
P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga Page 1
Chapter -1: Introduction
1.1 Introduction about the Internship
The internship program is designed to provide students engaged in a field experience with
an opportunity to share their insights, to explore the links between students' academic
preparation and their field work, and to assist participants in developing and carrying out
the major research project which will serve to culminate their internship experience.
Internships are individualized and tailored to the needs and interests of each student in the
program. As part of the internship experience, students are expected to take an active role
in finding an appropriate internship for themselves. Many students pursue their own
contacts.
The 12 week internship has been positioned during 4
th
semester of MBA program as it
serves the twin purpose of providing.
1.2 Topic chosen for the study:
Customer service with reference to big bazaar, Bangalore I studying in this topic
Jayanagar, Bangalore. Here more customers coming for buying the daily needed products.
So at the time big bazaar provides some services for more customer attraction, so I
studying that all services for customer in this big bazaar.
1.3 Need for the study:
Customer service is the experience a customer gets when using products made by the
business. The project title on Study on Customer service with reference to big bazaar,
Jayanagar, Bangalore, helps to understand the practical market. Through this project title I
am going to study, what is customer service and the behaviour of the purchasing,
consumption and evaluating products, services and ideas, which they expect, will satisfy
their needs in which they investment they are interested or no. I have prepared
questionnaire for this purpose taking sample size of 200.
The study of Customer service to understand & predict in the market place.
1.4 Objectives of the study:
1. To study & understand the factors influence in buying behaviour of customer
service at big bazaar.
2. To study various customer service practices by regard of big bazaar.
3. To know the effectiveness of sales service provided by big bazaar
4. To understand the customer feedback about future customer service in Big Bazaar.
1.5 SCOPE OF STUDY:
The scope of this research is to identify the buying behaviour of customers of Big Bazaar.
This research is based on primary data and secondary data. This study only focuses on
urban buying behaviour of customers. The study does not say anything about rural buying
behaviour of customer because rural status/attitude & acceptance of the rural customers
differs with urban customers. It provides help to further the research for organized retail
sector.
1.6 METHODOLOGY ADOPTED:
Sources of data:
a. Primary data
b. Secondary data
a. Primary Data
Primary data is that which is collected fresh and thus happen to be Original in character.
The primary data is collected in the process of questionnaire and interviews of the outlets.
The primary data were derived from the answers respondents gave in the structured
questionnaire prepared by the researcher. A personal interview was conducted with the
help of a Questionnaire. The respondents were asked to give their frank opinion regarding
the concerned matter and respondents have given valuable information.
The various methods of primary data collection which is used in this study are:
Personal or Face to Face method
Questionnaire Method
b. Secondary Data
Secondary data is any data, which have been gathered earlier for some other purpose. Data
that have been previously collected for some project other than the one at hand.
Among the above mentioned types of data was used for the study and analysis of the
objective of this project, also the secondary to data proved to be helping hand in framing
up the industry scenario and also the relevant topics in the entire project report. For
collecting secondary data researcher used internet, news papers and Hand outs.
SAMPLING PLAN
A sample definite design is a definitive plan for obtaining a sample from a given
population. It refers to the technique or the procedure the researched would adopt in
selecting items for the sample design is determined before data are collected. There are
many sample design from researcher can choose.
Here researcher doing convenience sampling. This is also known as purposive or non
probability sampling. This sampling method involves purposive or deliberate selection of
particular units of the universe for constituting a sample which represent the universe.
When population elements are selected for inclusion in the sample based on ease of access.
Since it is not possible to study whole universe, it becomes necessary to take sample from
the universe to know about its characteristics.
1. Sampling Units: Customers of Big bazaar at Jayanagar 9
th
Block Bangalore.
2. Sample Technique: Convenience non probability
3. Research Instrument: Structured Questionnaire includes multi choice answers to be
chosen by the respondents.
SAMPLE SIZE:
The survey is conducted in the city of Bangalore big bazaar, with 200 customers as
respondent.
Tools and Techniques of Data Collection & analysis
Data Analysis procedure
In order to analyze the data gathered from the survey, the weighted mean for each question
item was computed. Weighted mean is the average wherein every quantity to be averaged
has a corresponding weight. These weights represent the significance of each quantity to
be average. To compute for the weighted mean, each value must be multiplied by its
weight. Products should then be added to obtain the total value. The total weight should
also be computed by adding all the weights. The total value is then divided by the total
weight.
Statistically, the weighted mean is calculated using the following formula:
Weighted Mean = (Y1 X 5) + (Y2 X 4) + (Y3X3) + (Y4 X 2) + (Y5 X 1
200
Where Y1, Y2, Y3, Y4, Y5 are the number of respondents that selected the given likert
choices.
Percentage Analysis Method=
1.7 LITERATURE REVIEW:
1. VSRD International Journal of Business and Management Research, Vol. 3 No. 1
January 2013 / 1
E-ISSN: 2231-248X, p-ISSN: 2319-2194 VSRD
International Journals: www.vsrdjournals.com
(Retail service quality and its effect on customer Perception: a study of select supermarket)
Range Interpretation
4.50-5.00 Excellent /strongly agree
3.50-4.49 Good/ agree
2.50-3.49 Average/Mixed
1.50-2.49 Fair/ Disagree
0.00-1.49 Poor/strongly disagree
Number of respondents
Total number of respondents
X 100
2. Journal of Retailing and Consumer Services (J Retailing Consumer Service)
IEEE transactions on systems, man, and cybernetics. Part B,
Cybernetics: a publication of the IEEE S...
ISSN: 1941-0492, Impact factor: 3.01
(The journal is an international and interdisciplinary forum for research and debate in the
rapidly developing - and converging - fields of retailing and services studies. Published
quarterly,)
3.) Journal of Retailing 83 (1, 2007) 14
Six strategies for competing through service: An agenda for future research (Ruth Bolton
1, Dhruv Grewal, Michael Levy b, 2)
W. P. Carey School of Business, Arizona State University, PO Box 874106, Tempe, AZ
85287-4106, United States
(Babson College, Wellesley, MA, United States) Accepted 30 November 2006
4) Author Name: Shikhanloo shima
Publication: online publication on 24 Sep 2013(online ISSN 2249-6270)
Topic: Customer service with reference to big bazaar
1.8 Limitations of the study:
Insecurity limiting access to the population of concern
The lack of time to carry out a survey
The lack of funding necessary to carry out a survey
The lower priority for carrying out a survey because of competing urgent tasks
Due to companys policies certain information is not sharing.
Chapter 2 - INDUSTRY AND COMPANY PROFILE
2.1 Industry profile:
Retail means selling goods and services in small quantities directly to customers. Retailing
consists of all activities involved in marketing of goods and services directly to consumer
for their personnel family and household use.
Types of Retailing:
A. Store retailing: The mode of retailing where a store is essential in a particular location
to do business. Store retailing can be performed in different formats. They are:
1) Specialty store: The stores carry large amount of merchandise but in a limited product
Lines like Textile store or furniture store. For example, Tanishq a jewellery retail store.
2) Department store: In this retail format apparel, home furnishing and consumables goods
and services are sold. Each of the formats is considered as a different department and
Managed in the retail store. For example, Shoppers stop of Raheja group.
3) Supermarkets: According to Philip Kotler supermarkets are a relatively large, low cast,
low margin, high volume, self service operation designed to serve the consumers total
needs for food and house hold products. For example, Food world of RPG group.
4) Convenience store: These stores are very near to customer residence. Usually carry day
today products of high turnover at premium price. For example, Reliance fresh
5) Discount store: These stores sell products at low prices with low margin. The store
achieves their profit by generating high volumes. Subhiksha, a south India based retailer
6) Off price retailers: This type of retailer buys the goods less than wholesale prices. These
products are sold less than retail prices. For example, factory outlets in marathahalli
Bangalore.
7) Super stores: These are very large stores where customer can purchase food and non
food products. The super store includes category killers that carry large merchandise in
Particular category. Another type of super store format exists in India is Hypermarkets.
B. Non store retailing: The mode of retailing where a company uses electronic media or
Direct selling medium to sell their products. For example, direct selling, Telemarketing,
Automatic vending, online retailing and direct marketing.
Follows this format.
The Indian retailing industry is becoming intensely competitive, as more and more players
are serving for the same set of customers. The major retail players are Pantaloon Retail,
Shoppers Stop, Reliance, etc.
Retailing is one of the biggest sectors and it is witnessing revolution in India. The new
entrant in retailing in India signifies the beginning of retail revolution. India's retail market
is expected to grow tremendously in next few years. According to AT Kearney, The
Windows of Opportunity shows that Retailing in India was at opening stage in 1995 and
now it is in peaking stage in 2008. India's retail market is expected to grow tremendously
in next few years. India shows US$330 billion retail market that is expected to grow 10% a
year, with modern retailing just beginning. India ranks first in 2005.
Sector Details:
In India, the most of the retail sector is unorganized. In India, the retail business
contributes around 10 percent of GDP of this, the organized retail sector accounts only for
about 5 percent share, and the expected annual growth rate is 5% per annum and remaining
share is contributed by the unorganized sector. The main challenge facing the organized
sector is the competition from unorganized sector. Unorganized retailing has been there in
India for centuries, theses are named as mom-pop stores.
According to A T Kearney, the organized retailing is expected to be more than $23 billion
revenue by 2010. In organized retailing will grow faster than unorganized sector and the
growth speed will be responsible for its high market share, which is expected to be $ 17
billion by 2010-11.
This organized retail sector mix includes supermarkets, hypermarkets discounted stores
and specialty stores, departmental stores. For example, Spencer network has 69 stores,
which includes seven Spencer hypermarkets, three Spencer super markets and 49 Spencer
Dailys. Now the company is planning to open 20 stores in 10 cities in six months. The
top 10 retailers account only for 2% of total market, today modern retailing is expected to
enter a boom phase, which has major players and these players might capture 10% of total
market, within next five years.
Pantaloon
Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail
formats in both the value and lifestyle segment of the Indian consumer
market. Headquartered in Mumbai (Bombay), the company operates over 7 million square
feet of retail space, has over 1000 stores across 51 cities in India and employs over 25,000
people.
The companys leading formats include Pantaloons, a chain of fashion outlets, Big
Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends
the look, touch and feel of Indian bazaars with aspects of modern retail like choice,
convenience and quality and Central, a chain of seamless destination malls. Some of its
other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all,
Top 10, Bazaar, Star and Sitara. The company also operates an online portal,
futurebazaar.com.
A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a
large-format home solutions store, Collection , selling home furniture products and E-Zone
focused on catering to the consumer electronics segment. Pantaloon Retail was recently
awarded the International Retailer of the Year 2007 by the US-based National Retail
Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail
Congress held in Barcelona.
Pantaloon Retail is the flagship company of Future Group, a business group catering to the
entire Indian consumption space.
Future Group
Future Group is one of the countrys leading business groups present in retail, asset
management, consumer finance, insurance, retail media, retail spaces and logistics.
The groups flagship company, Pantaloon Retail (India) Limited operates over 7 million
square feet of retail space, has over 1000 stores across 53 cities in India and employs over
25,000 people. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central,
Food Bazaar, Home Town, e-Zone, Depot, Future Money and online retail format,
futurebazaar.com.
Future Group companies includes, Future Capital Holdings, Future Generally India Indus
League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and
Bowling Co. Future Capital Holdings, the groups financial arm, focuses on asset
management and consumer credit. It manages assets worth over $1 billion that are being
invested in developing retail real estate and consumer-related brands and hotels.
The groups joint venture partners include Italian insurance major, Generally French
retailer ETAM group, US-based stationary products retailer, Staples Inc and UK-based Lee
Cooper and India-based Talwalkars, Blue Foods and Liberty Shoes.
Future Groups vision is to, deliver Everything, Everywhere, Every time to Every
Indian Consumer in the most profitable manner. The group considers Indian-nests as a
core value and its corporate credo is - Rewrite rules, Retain values.
Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias
leading business houses with multiple businesses spanning across the consumption space.
While retail forms the core business activity of Future Group, group subsidiaries are
present in consumer finance, capital, insurance, leisure and entertainment, brand
development, retail real estate development, retail media and logistics.
Led by its flagship enterprise, Pantaloon Retail, the group operates over 11 million square
feet of retail space in over 63 cities and towns and 65 rural locations across India.
Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000 people and
is listed on the Indian stock exchanges. The company follows a multi-format retail strategy
that captures almost the entire consumption basket of Indian customers. In the lifestyle
segment, the group operates Pantaloons, a fashion retail chain and Central, a chain of
seamless malls. In the value segment, its marquee brand, Big Bazaar is a hypermarket
format that combines the look, touch and feel of Indian bazaars with the choice and
convenience of modern retail.
In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic expansion of a
hypermarket. The first set of Big Bazaar stores opened in 2001 in Kolkata, Hyderabad and
Bangalore.
The groups specialty retail formats include, books and music chain, Depot, sportswear
retailer, Planet Sports, electronics retailer, E-zone, home improvement chain, Home Town
and rural retail chain, Aadhar, among others. It also operates popular shopping portal,
futurebazaar.com.
Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail
formats in both the value and lifestyle segment of the Indian consumer
market. Headquartered in Mumbai (Bombay), the company operates over 11 million
square feet of retail space, has over 1000 stores across 63 cities in India and employs over
30,000 people.
The companys leading formats include Pantaloons, a chain of fashion outlets, Big
Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends
the look, touch and feel of Indian bazaars with aspects of modern retail like choice,
convenience and quality and Central, a chain of seamless destination malls. Some of its
other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all,
Top 10, bazaars and Star and Sitar. The company also operates an online portal,
futurebazaar.com
2.2 COMPANY PROFILE
Big Bazaar:
Big Bazaar, is the chain of retail stores of the big banner Pantaloon Retail (India) Ltd.,
which in turn is a segment of the Kishore Biyani, regulated Future Group of Companies.
Moreover the customer friendly ambiance and the organized retailing of products also
make Big Bazaar one of the successful retail companies in India.
Big Bazaar a part of the Pantaloon Group, is a hypermarket offering a huge array of goods
of good quality for all at affordable prices. Big Bazaar with over 50 outlets in different
parts of India, is present in both the metro cities as well as in the small towns.
Big Bazaar has no doubt made a big name in the retail industry of India, moreover
shopping here is further made a memorable experience with the varied rates of discounts
on products as well as discount vouchers available in a variety of amounts, like INR 2000,
INR 3000, INR 4000, INR 5000 and INR 10000 on all Big Bazaar products and
accessories.
The variety of product range in Big Bazaar:
This large format store comprise of almost everything required by people from different
income groups. It varies from clothing and accessories for all genders like men, women
and children, playthings, stationary and toys, footwear, plastics, home utility products,
cosmetics, cocker, home textiles, luggage gift items, other novelties, and also food
products and grocery.
The added advantage for the customers shopping in Big Bazaar is that there are all time
discounts and promotional offers going on in the Big Bazaar on its salvable products.
The significant features of Big Bazaar:
Shopping in the Big Bazaar is a great experience as one can find almost everything
under the same roof. It has different features which caters all the needs of the shoppers.
Some of the significant features of Big Bazaar are:
The Food Bazaar or the grocery store with the department selling fruits and
vegetables
There is a zone specially meant for the amusement of the kids
Furniture Bazaar or a large section dealing with furniture
Electronics Bazaar or the section concerned with electronic goods and cellular
phones
Future Bazaar.com or the online shopping portal which makes shopping easier as
one can shop many products of Big Bazaar at the same price from home
Well regulated customer care telecalling services.
Innovations:
Wednesday Bazaar:
Big Bazaar introduced the Wednesday Bazaar concept and promoted it as Hafte Ka Sabse
Sasta Din. It was mainly to draw customers to the stores on Wednesdays, when least
number of customers are observed. According to the chain, the aim of the concept is "to
give homemakers the power to save the most and even the stores in the city a fresh look to
make customers feel that it is their day".
Sabse Sasta Din
Big Bazaar introduced the concept of "Sabse Sasta Din". The idea was to simply create a
day in a year that truly belonged to Big Bazaar. This was launched on January 26, 2006
and the result
was exceptional that police had to come in to control the mammoth crowd. The concept
was such a huge hit that the offer was increased from one day to three days in 2009 (24 to
26 Jan) and to five days in 2011 (22-26 Jan) and 23-27 Jan in 2013.
Maha Bachat
Maha Bachat was started off in 2006 as a single day campaign with attractive promotional
offers across all Big Bazaar stores. Over the years it has grown into a 6 days biannual
campaign. It has attractive offers in all its value formats such as Big Bazaar, Food Bazaar,
Electronic Bazaar and Furniture Bazaar - catering to the entire needs of a consumer
The Great Exchange Offer
On February 12, 2009 Big Bazaar launched "The Great Exchange Offer", through with the
customers can exchange their old goods in for Big Bazaar coupons. Later, consumers can
redeem these coupons for brand new goods across the nation.
STRATEGY:
3-C Theory
According to Kishore Biyani's 3-C theory, Change and Confidence among the entire
population is leading to rise in Consumption, through better employment and income
which in turn is creating value to the agricultural products across the country. Big Bazaar
has divided India into three segments:
India one: Consuming class which includes upper middle and lower middle class (14% of
India's population).
India two: Serving class which includes people like drivers, household helps, office
peons, liftmen, washer men, etc. (55% of India's population) and
India three: Struggling class (remaining 31% of India's population). While Big Bazaar is
targeted at the population across India one and India two segments, Aadhaar Wholesale is
aimed at reaching the population in India three segment. With this, Future Group emerged
as a retail destination for consumers across all classes in the Indian society. Most Big
Bazaar stores are multi-level and are located in stand-alone buildings in city centres as
well as within shopping malls. These stores offer over 200,000 SKUs in a wide range of
categories led primarily by fashion and food products.
Food Bazaar, a supermarket format was incorporated within Big Bazaar in 2002 and is
now present within every Big Bazaar as well as in independent locations. A typical Big
Bazaar is spread across around 50,000 square feet (4,600 m2) of retail space. While the
larger metropolises have Big Bazaar Family centres measuring between 75,000 square feet
and 160,000 square feet, Big Bazaar Express stores in smaller towns measure around
30,000 square feet. Big Bazaar has the facility to purchase products online through its
official web page, and offers free shipping on some of their products.
Work flow model:
Manufacturer
2.3 Promoter:
Mr. Kishore Biyani, Managing Director
Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the
Group Chief Executive Officer of Future Group. He is deciding all things about big bazaar.
Board of directors
1. Managing director
Head office,
Logistics Mumbai
Branch office,
Bangalore
Customers
Mr kishore Biyani
2. Wholetime Director
Mr Gopikishan Biyani
Mr Rakesh Biyani
3. Director
Mr Shailesh Haribhakti
Mr S.Doreswamy
Mr Darlie Koshy
Mr Anil Harish
2.4 Vision, Mission and Quality Policy:
2.4.1 VISION:
To deliver Everything, Everywhere, Every time to Every Indian Customer in the most
Profitable manner.
2.4.2 MISSION:
1 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.
2 We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments for classes and for masses.
2.4.3 QUALITY SERVICE:
Composed of those characteristics and features of a product or service or process which
are needed to satisfy customer needs, or achieves fitness for use . Service Quality : Used in
both customer care evaluations and in technological Evaluations. The quality of service
has to do with measuring the incidence of errors within a process that result in the creation
of issues for an end user. Importance of quality in Service: Understand and improve
operational processes. Identify problems quickly and systematically. Establish valid and
reliable service performance measures. Measure customer satisfaction and other
performance outcomes.
2.5 Products profile:
This large format store comprise of almost everything required by people from different
income groups. It varies from clothing and accessories for all genders like men, women
and children, playthings, stationary and toys, footwear, plastics, home utility products,
cosmetics, crockery, home textiles, luggage gift items, other novelties, and also food
products and grocery. The added advantage for the customers shopping in Big Bazaar is
that there are all time discounts and promotional offers going on in the Big Bazaar on its
saleable products.
Some product least:
Table showing big bazaar product least:
Apparels Food Farm produce Chill station
Home and
personnel care
Denims & tea
Shirts Staples Fruits Soft drinks Shampoos
Fabrics & cut
pieces Ready to eat Vegetables
Packaged
juices Detergents
Formal wear
International
food Imported fruits Milk items Soaps
Casual wear Spices Dairy products Frozen foods Liquid wash
Party wear Imported bazaar Ice creams Creams
Ethnic wear Tea & coffee Deodorants
Accessories Home cleaners
Under
garments Utensils
Night wear Plastics
Dress material Crockery
Saris Sundries
The significant features of Big Bazaar
Shopping in the Big Bazaar is a great experience as one can find almost everything under
the same roof. It has different features which caters all the needs of the shoppers. Some of
the significant features of Big Bazaar are:
The Food Bazaar or the grocery store with the department selling fruits and
vegetables
There is a zone specially meant for the amusement of the kids
Furniture Bazaar or a large section dealing with furnitures
Electronics Bazaar or the section concerned with electronic goods and cellular
phones
FutureBazaar.com or the online shopping portal which makes shopping easier as
one can shop many products of Big Bazaar at the same price from home.
2.6 Area of operation:
Indias top organised retailers including Future Group and Reliance Retail are roping in
local kirana-walas to expand operations and widen product reach, but small traders remain
sceptical of their moves.
While Mukesh Ambani-led Reliance Retail has quietly speeded up expansion of its
wholesale cash-and-carry stores, Kishore Biyani-promoted Future Group is running its Big
Bazaar Direct Programme, under which a small grocery shop owner can become a
franchisee for the big retailer.
Industry analysts say big organised retail stores may not be successful everywhere,
especially in small catchment areas, and therefore, pushing products, especially higher
margin private brands, through other channels such as local trade helps growth.
2.7 Infrastructure facility:
Infrastructure creation Care to be taken to maintain proper inventory levels and the
varieties and offer the customer what is needed rather than offering what is
available.(Brands like Nike, Adidas, Reebok, etc)
Create smarter merchandising and supply networks: Share information, synchronizes
activities, and work more efficiently.
Build smarter operations: Retain the best employees, increase productivity, and streamline
processes. Deliver a smarter shopping experience: Increase brand equity, improve
customer loyalty, and boost profits
Added on facilities like Home Delivery and to an extent credit it plays an important role in
Customer Acquisition and retention programs.
2.8 Competitors information:
RELIANCE FRESH
Reliance Fresh is the convenience store format which forms part of the retail business of of
Reliance Industries of India which is headed by Mukesh Ambani. Reliance plans to invest
in excess of Rs 25000 crores in the next 4 years in their retail division. The company
already has in excess of 560 reliance fresh outlets across the country. These stores sell
fresh fruits and vegetables, staples, groceries, fresh juice bars and dairy products. A typical
Reliance Fresh store is approximately 3000-4000 square. Feet and caters to
a catchment area of 1-2 km Reliance Fresh, Reliance Mart, Reliance Digital, Reliance
rendz,
Reliance Footprint, Reliance Reliance Footprint, Reliance Wellness, Reliance Jewels, Reli
ance Timeout and Reliance Super are various formats that Reliance has rolled out.
SPENCERS RETAIL:
Spencer's Retail is one of Indias fastest growing retail stores. It has multiple formats for
retailing food, apparel, fashion, electronics, lifestyle products, music and books. It is owned by the RPG
Group, a major business house. Established in 1996, Spencers is one of the popular destination
for shoppers in India with supermarkets, hypermarkets and dailies spread all over India.
SUBHIKSHA :
Subhiksha is an Indian retail chain with more than 1400 outlets selling groceries, fruits,
vegetables, medicines and mobile phones. It was started and is managed by R
Subramanian, an IIM Ahmadabad alumni. Subhiksha plans to open 1000 outlets by
December 2008.[1] He also plans to invest Rs.500 crore to increase the number of
outlets to 2000 across the country by 2009.
Aditya Birla Group
The Aditya Birla Group is in the League of Fortune 500. It is anchored by an extraordinary
force of over 120,000 employees belonging to 42 different nationalities. The Group has
been ranked Number 4 in the global 'Top Companies for Leaders' survey and ranked
Number 1 in Asia Pacific for 2011. 'Top Companies for Leaders' is the most
comprehensive study of organisational leadership in the world conducted by Aon Hewitt,
Fortune Magazine, and RBL (a strategic HR and Leadership Advisory firm). The Group
has topped the Nielsen's Corporate Image Monitor 2012-13 and emerged as the Number 1
corporate, the 'Best in Class'
Odyssey (book store)
Odyssey is a chain of bookstores in India, headquartered in Adyar, Chennai. Apart from
books, the stores also sell music, movies, multimedia, stationery, toys and gifts. As of May
2010, Odyssey operates 56 stores across the country Odyssey opened its first bookstore in
Adyar, Chennai in 1995. Since then, the company has opened a number of outlets in more
than a dozen cities across India
2.9 Swot analysis:
1. Strengths
Everyday low pricing
Point of purchase
Experience marketing team executive staff
Emphasis on providing total customer satisfaction
Variety of stuff under single roof
Maintain good employee-employer relationship
2. Weakness
Failing revenue/sq.ft
Unable to meet store targets
Unavailability of popular brands
3. Opportunities
Population of country is growing where the scope of market is kept on increasing
for retail sector.
Evolving consumer preference
Organized retail presently nearly 5% in India. So it acts as a great opportunities to
the organization for its growth.
4. Threats
Competition from organized retail players which are in market and are emerging.
Competition from local retailers.
Big Bazaar uses 8 golden rules to deal with Customer Services.
Answer the phone.
Dont make promise unless you will keep them.
Listen to your customer.
Deal with complaints.
Be helpful.
Train your staff to be always helpful, courteous and knowledgeable.
Take the extra step.
Throw in something extra.
Cusromer service in buying decision process:
The process can be broadly classified into five sections;
Problem recognition:
The buying decision process starts when it recognizes a problem or need. It
can be triggered by internal or external stimuli.
Information search:
Based on the problem or need the consumer is inclined to search for more
information and hence he/she may collect the information from any of the
following sources; Public sources, commercial sources, personal sources and
experimental sources.
Evaluation of alternatives :
Based on the information collected through various sources, the consumer
evaluates them on conscious and rational basis.
Purchase decision:
After evaluating the alternatives available, the customer will be able to
purchase the product with less deliberation.
Post purchase behaviour:
After purchasing the product, marketers must monitor post purchase
satisfaction, post purchase actions and post purchase product uses.
2.10 Future growth & prospects:
Led by its format divisions Big Bazaar and Food Bazaar, Future Value Retail Ltd. is
subsidiary of Future Retail Ltd. that has been created keeping in mind the growth and
current size of the companys value retail business.
Covering an operational retail space of over 9 million square feet, the company operates
163 Big Bazaar stores and 186 Food Bazaar stores, among other formats, in over 95 cities
across the country. As a focused entity driving the growth of the group's value retail
business, Future Value Retail Ltd. will continue to deliver more value to its customers,
supply partners, stakeholders and communities across the country and shape the growth of
modern retail in India from 2015.
2.11 Financial statements:
Profit & loss account for the year 2012-2013
FRL Consolidated P&L Summary
Particulars (p cr.) 31-Mar-12 31-Mar-13
Net Sales 13,655 19,929
Other Operating Income 242 257
Total income from Operations 13,897 20.186
Purchase of stock-in-trade 9,891 13,815
Changes in inventories 11 -808
Gross Profit 3,996 7,179
Gross Margin % 28.80% 35.60%
Employee benefits expense 621 1,131
Other Expenditures 2,431 3,805
Total Operating Expense 3,052 4,937
Other Income 308 130
EBITDA 1,251 2,373
EBITDA Margin % 9.00% 11.80%
Depreciation and amortisation 452 632
EBIT 799 1,740
Finance Costs 726 1,647
PBT before exceptional 73 93
Profit on sale of investment 26 379
PBT after exceptional 99 473
Tax Expenses 4 131
PAT 95 342
Balance sheet for the year 2012-2013
Particulars (p cr.) 31-Mar-12 31-Mar-13
Shareholders Funds 3352 3328
Share Application Money Pending Allotment 2 36
Optionally Fully Convertible Debentures 0 800
Compulsory Convertible Debentures 150 754
Optionally Convertible Debentures 250 0
Minority Interests 90 59
Non-current liabilities
Long-term borrowings 3810 3559
Deferred tax liabilities (Net) 182 220
Long-term provisions & Other long term liabilities 19 426
Total - Noncurrent liabilities 4012 4204
Current liabilities
Short-term borrowings 1420 1872
Trade payables 1469 2383
Other current liabilities & Short-term provisions 1405 1302
Total - Current liabilities 4293 5857
TOTAL - EQUITY AND LIABILITIES 12149 15037
Assets
Fixed assets 4914 5185
Non-current investments 1431 1331
Long-term loans and advances 452 1751
Total - Non current assets 6798 8266
Current Assets
Current Investments 21 60
Inventories 3131 4469
Trade receivables 442 547
Cash and Bank balances 168 201
Short-term loans and advances 1480 1475
Other current assets 109 17
Total - Current assets 5351 6796
TOTAL ASSETS 12149 15037
RATIO ANALYSIS:
Trend analysis shows the trend of current assets, current liabilities and working
capital only. It do not interpret the contribution of each items of working capital in the
trend, whereas, it can be done easily by ratio analysis. The ratio analysis of working capital
can be used by management as a mean of checking upon the efficiency in working capital
management of the company. Financial Analysis of the company can be done with the help
of following mentioned ratios:
Current ratio
Quick ratio
Debt equity ratio
Net profit ratio
Current Ratio:
Current ratio is one of the important ratios used in testing liquidity of a concern.
This is a good measure of the ability of company to maintain solvency over a short run.
This is computed by dividing the total current assets by the total current liabilities and is
expressed as:
Current ratio = (current asset/current liabilities)*100
Table No: 1 table Showing current ratio
Year Current asset Current liabilities Current ratio
2012-2013 6296 5857 1.07
2011-2012 5351 4296 1.24
Source: Annual report
Interpretation:
Current ratio of the firm in the year 2012 was 1.24:1 and in the year 2013 it stood
at 1.07:1. Standard current ratio is 2:1 but the company is having in adequate ratio it have
to increase its operating efficiency and have to maintained idle ratio.
Quick Ratio:
The solvency of a company is be Ratio is to enable the financial management of a
company to ascertain that would happen If current creditors press for immediate payment
and either not sales of closing or it id sold, a heavy loss is likely to be suffered. This
problem arises because closing stock is two steps away from the cash and their price more
or less uncertain according to market demand.
The term quick assets include all current assets except inventories and prepaid
expenses. It shows the relationship of quick assets and current liability calculated as
following:
Quick Ratio= (current assets -inventories/current liabilities)*100
Table No: 2 Table Showing quick ratio
Year Quick asset Quick liabilities Quick ratio
2012-2013 3165 5857 0.54
2011-2012 882 4296 0.20
Source: Annual report
Interpretation:
From the above table the quick ratio of the firm 0.54:1 in the year 2013 and 0.20:1 in the
year of 2012. The quick ratio has decreased from 0.20 to 0.54. The ideal quick ratio is 1:1
The Company has to increase its operating efficiency and have to maintained idle ratio.
Net profit ratio:
Net profit ratio= (Net profit/ Net income)*100
Table No: 3 Table showing net profit ratio
Year
Net profit/loss Net sales Net profit ratio
2012-2013
2373 19929 0.11
2011-2012
1251 13655 0.09
Source: Annual Report
Interpretation:
From the above table shows that The profit margin of the company is 0.11% in the
year 2012-2013 & 0.09% in the year 2012-2013.The Net Profit Ratio of the company is
increased in previous year, the company has gain profit it shows that the company is on the
right track of improvement.
Debt equity ratio:
Debt equity ratio: debt/equity
Table No: 4 table showing debt equity ratio
Year Debt Equity Debt equity ratio
2012-2013 4204 15037 0.27
2011-2012 4012 12149 0.33
Source: Annual Report
Interpretation:
Normally debt equity ratio indicates the financial structure of the firm. The company
Debt Equity Ratio is 0.27 in the year 2012-2013 & 0.33 in the year 2012-2013. It is
operating with more debt financing equity funds to finance its assets.
Chapter-3: Theoretical background of the study:
1. Theoretical background of the study
Market As the world Spain into the next millennium, their things are always omnipresent
in the universe. Market is one of them. The role of market is very important to all of us.
Any one, who has need for something, cannot keep away from the influence of the market.
The markets are so intimately connected with day to day and we know the difficulties
when the markets do not operate on a day.
Marketing
Today as we step to the 21st century, marketing as a subject as profession is going more
and more importance. Marketing is very attractive at the company, state, national and
international levels. Marketing is clearing the ladder for the company to reach its goals or
end result. Marketing is so basis that it cannot be considered as a separate function, it is the
whole business seen from the point of its final result that is from the customer point of
view.
The importance of marketing concept is being realized by many organizations. These
organizations are involving themselves in the developing marketing activities to satisfy the
needs and wants of a group of customers. The segmentation concept has helped in the
development of the new products and services and also specialization in selling is being
attained with the development of new markets and new avenues of selling. A wide variety
of consumer and producer goods have been designed for many marketing and has become
a good profession.
Customer service is the provision of services to customers before, during and after a
purchase.
According to Turban Customer service 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."
Its importance varies by product, industry and customer; defective or broken merchandise
can be exchanged, often only with a receipt and within a specified time frame. Big Bazaar
will often have a desk or counter devoted to dealing with returns, exchanges and
complaints, or will perform related functions at the point of sale; the perceived success of
such interactions being dependent on employees "who can adjust themselves to the
personality of the guest,"
Customer service plays an important role in an organization's ability to generate income
and revenue. From that perspective, customer service should be included as part of an
overall approach to systematic improvement. A customer service experience can change
the entire perception a customer has of the organization.
Customer support is a range of customer services to assist customers in making cost
effective and correct use of a product. It includes assistance in planning, installation,
training, trouble shooting, maintenance, upgrading, and disposal of a product.
A multi-task position drawing on extensive CUSTOMER SERVICE experience to
advance a proven track record for developing and maintaining key accounts and improving
departmental efficiencies.
Objectives of Customer Services
Provide customers and staff with clear standards and expectations
Ensure all customer contact reaches an appropriate conclusion
Minimize incidences of repeat contact
Seek to provide a seamless service for customers
Provide equal and easy access to our services at a time, place and channel that meet
the needs of residents, businesses and other stakeholders
Cater for customers needs irrespective of age, gender, physical or financial ability,
ethnic origin, race, religion or geographical location
Provide a prompt, courteous and knowledgeable response to all customer enquiries.
Equip our staff to provide customers with an excellent standard of service
Enable our customers to provide feedback easily, through complaints, customer
surveys, etc
Use customer compliments, comments and complaints to drive improvements to
service
Good customer service is the lifeblood of any business. You can offer promotions and
slash prices to bring in as many new customers as you want, but unless you can get some
of those customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them
away happy - happy enough to pass positive feedback about your business along to others,
who may then try the product or service you offer for themselves and in their turn become
repeat customers.
Big Bazaar targets to be achieved
The aim is to increase the retail business to around 35 million square feet by 2012 as
compared to 9 million square feet of now.
1. To become a substantial part of every Indians wallet.
2. To get across 40% of the population of entire nation which is now just 12%.
3. To increase organized retail from 9% to at least 18-20% in next 2 years.
Customer oriented Strategy
o Attracting & retaining customers.
o Uses Non- Traditional Strategy.
o Moving demo-trolley.
o Used young population as strategic blessing.
o Attractive Design, interior & good atmosphere.
Finely this topic has presented the theoretical associated with the study on past research. A
preliminary model of post choice service is developed as a basis of analysis & dominant
concepts surrounding the model were discussed. A detailed analysis of three dominant
theoretical concepts expectations, perceptions and service- were undertaken as part of an
overview of the service paradigm, and the SERVQUAL measure of service quality, which
from the basis of the study. Will be tested in the final model of post choice service.
The following chapter will discuss the method employed for the study & the preliminary
analysis of the data.
Chapter-4: Data Analysis and interpretation:
Q. No: 1) Age Parameter.
Table No 1- Table showing Age Parameter
Age No. Of customers Percentage (%)
Below-25 66 33
26-45 120 60
Above-46 14 7
Total 200 100
Source: Primary data
ANALYSIS:
From the above table it shows out of 200 Respondents 66(33%) no. Of respondents visit
big bazaar are between age of 0-25, are 66 (33%), 26-45 are between the age 120 (60%)
and above 46 years are 14 (7%).
Chart No.1- Graph showing Age Parameter
Source: Table No: 1
INTERPRETATION:
From the survey it is found that most of the customers who visit Big Bazaar are 26-45 age
of the customer.
33
60
7
0
10
20
30
40
50
60
70
Below-25 26-45 Above-46
Respondents
Percentage (%)
Q. No: 2) Income level:
Table no. 2- Table Showing Income Level
Monthly Income Respondents Percentage
Below Rs. 10000 20 10
Rs.10000-20000 45 22.5
Rs.20000-30000 90 45
Above Rs 30000 45 22.5
Total 200 100
ANALYSIS:
From the survey it can be seen that out of 200 respondents surveyed 10% (20)
respondents income are below Rs.10000, 22.5%(45) respondents income are between
Rs.10000 to rs.20000, 45%(90) respondents age income are between Rs.20000 to
Rs.30000, 22.5%(45) respondents income are above Rs.30000.
Chart No.2- Graph showing income level
Source: Table No 2
INTERPRETATION:
Above graph says, 90(45%) most of the Respondents income level customers are Rs.20000
Rs.30000. It means 90 (45%) of respondents visit out of 200 (100%).
10%
22%
45%
23%
Monthly Income
Below Rs. 10000
Rs.10000-20000
Rs.20000-30000
Above Rs 30000
Q.No:3) Education Qualifications.
Table No.3- Table showing Education Qualifications
Education No. Of Respondents Percentage (%)
Under Graduate 48 24
Graduate 92 46
Post Graduate 60 30
Total 200 100
ANALYSIS:
From the above table can be seen that, out of 200 respondents of 48(24%) respondents are
under graduate. (92)46% respondents are Graduate,(60)30% respondents are Post
graduate.
Chart No.3- Graph showing Education level:
Source: Table No: 3
INTERPRETATION:
Out of 200(100%) respondents qualification 92(46%) of graduate,
0
20
40
60
80
100
Under Graduate
48
Graduate 92 46
Post Graduate 60 30
Total 200 100
ANALYSIS:
graduate.
Source: Table No: 3
INTERPRETATION:
Graduate Post Graduate
92
60
Respondents
No. Of Customers
Graduate 92 46
Post Graduate 60 30
Total 200 100
ANALYSIS:
graduate.
Source: Table No: 3
INTERPRETATION:
No. Of Customers
Q.No:4) Working status.
Table no.4- Table showing working status:
Working Status No. Of Customers Percentage (%)
Business 58 26
Private Employee 71 35.5
Govt. Employee 49 24.5
Student 52 26
Total 200 100
ANALYSIS:
From the surveyed, it is clear that out of 200 Respondents 58(26%) of the told customer of
business person, and private employee 71(35.5%) respondents, Govt. Employee 49(24.5%)
respondents and 52(23%) of students.
Chart No. 4- Graph showing working status
Source: Table No 4
INTERPRETATION:
From the survey it is found that 71(35.5%) of private employee of the customers visits Big
Bazaar respondents. Followed by business customers and students also came to big bazaar
for buying the fashion products.
58
71
49
52
0
10
20
30
40
50
60
70
80
Business private Employee Govt.Employee Student
Respondents
No. Of customers
Q. No: 5) How frequently do you visit big Bazaar?
Table No.5- Table showing customer frequently visit in big bazaar:
Scale Respondents Percentage (%)
Twice in a week 28 14
Once in a week 72 36
During special offers 60 30
Whenever the need arises 40 20
Total 200 100
ANALYSIS:
This is aimed at understanding how frequently customer visit shops & buy their product or
avail their services. The highest responses have been attributed to once a week shopping
72 (36%). Such customer can be presumed to have high disposal income & may buy more
daily & fashion products. Whereas 60 (30%) respondents of them visit during special
offers, 40 (20%) respondents when need arises, 28(14%) twice in a week and 72(36%)
respondents of once in a week.
Graph No.5- Graph showing customer frequently visit in big bazaar
Source: Table No: 5
INTERPRETATION:
The highest responses have been attributed to once a week shopping. Such customer can
be presumed to have high disposal income & may buy more daily & fashion products.
28
72
60
40
0
10
20
30
40
50
60
70
80
twice in a week once in a week During special offers whenever the need
arises
Respondents
Q. No: 6) what are the factors influencing you to purchase in big bazaar.
Table No.6- Table showing factors influencing you to purchase in big bazaar:
Response No. Of Customers Percentage (%)
Price 40 20
Quality 52 26
Brand image 74 37
Easy availability 34 17
Total 200 100
Source: primary data
ANALYSIS:
From this statement found that 40(20%) respondents of people are Price, 52(26%)
respondents of Quality factors, 74(37%) respondents of Brand image and 34(17%)
respondents of Easy availability of big bazaar influenced to customer for buying the big
bazaar products.
Chart No.6- Graph showing factors influencing customer to purchase in big bazaar
Source: Table No: 6
INTERPRETATION
According to graph says 37% (74) respondents like Brand image of the Big bazaar, it
means out of 100%of 37% like brand image.
40
52
74
34
0
10
20
30
40
50
60
70
80
price quality brand image easy availability
Respondents
No. Of Customers
Q. No: 7) mention what type of products do you purchase from Big Bazaar.
Table no.7-Table showing customer familiar product from Big Bazaar:
Products No. Of Customers Percentage (%)
Electronics items 45 22.5
Fashion items 65 32.5
Vegetables 50 25
Kitchen items 40 20
Total 200 100
ANALYSIS:
Out of 200 respondents (22.5%) of 45 customers selecting Electronics items, 65 customers
(32.5%) said as Fashion items, 50 customers (25%) said as Vegetables and 40 customers
(20%) said Kitchen products in Big Bazaar.
Chart No.7- Graph showing customer which products more like from big bazaar
Source: Table No: 7
INTERPRETATION:
From the surveyed that graph it can be seen the price of overall products of Big Bazaar is
65(35.5%) like there Fashion items, because of more less mid age customers is shown by
the response.
22.5
32.5
25
20
0
5
10
15
20
25
30
35
Elecrtonics items Fashion items Vegetables Kitchen items
Respondents
Percentage(%)
Q. No: 8) In your most Customer service experience, how did you contact the staff?
Table No.8-Table showing how does contact the Customer service experience
Contact way Respondents Percentage (%)
In person 40 20
Telephone 54 27
Direct meeting 66 33
Internet 40 20
Total 200 100
ANALYSIS:
From the surveyed it can be seen that out of 200 respondents 40(20%) they have contacted
the staff through In person, 54(27%) respondents through Telephone, (33%) 66
respondents through Direct Meeting and (20%) 40 respondents through Internet of become
aware of Big Bazaar.
Chart No.8- Graph t showing customer how contact for service with staff;
Source: Table No: 8
INTERPRETATION:
From the above graph we can infer that 66(33%) of the customer came to know about Big
Bazaar through Direct Meeting.
40
54
66
40
0
10
20
30
40
50
60
70
In person Telephone Direct meeting Internet
Respondents
Respondents
Q.No:9) Overall how would you rate big bazaar staff response to customer enquiry?
Table No.9- Table showing staff response to customer enquiry
Response Respondents Percentage (%)
Excellent 42 21
Good 72 36
Average 64 32
Fair 16 8
Poor 6 3
Total 200 100
ANALYSIS:
From the survey of question out of 200 respondents are (42)21% respondents said
Excellent for staff responding to customer enquiry and 72 (36%) respondents said Good,
64 (32%) respondents said Average, 8% respondents said Fair and 6(3%)respondents of
Poor service for responding to staff enquiry.
Chart No.9- Graph showing High rate big bazaar staff response to customer enquiry
Source: Table No: 9
INTERPRETATION:
From analyse the above graph it can be seen the Staff responding to customer enquiry of
Big Bazaar is good as it is shown by the response 36%(72) of the customer.
42
72
64
16
6
0
10
20
30
40
50
60
70
80
excellent good Average fair Poor
Respondents
Respondents
Q.No:10) Please tick the Following parameter of customer responding in customer service.
(5 - Highest, 1 Lowest)
Table No. 10- Table showing customer responding in customer service
Respondents
SI
NO
Parameter Excellent
(5)
Good
(4)
Average
(3)
Fair
(2)
Poor
(1)
WMS Rate
1 Friendliness staff 114 70 10 4 2 4.45 1
570 280 30 8 2
2 staff delivers the
appropriate service as
promised
26 132 38 2 3 3.895 2
130 528 114 4 3
3 Knowledgeable staff 44 90 58 8 1 3.855 4
220 360 174 16 1
4 communicating
information provided
34 116 40 10 2 3.88 3
170 464 120 20 2
5 Available in a timely
manner
40 80 70 6 4 3.73 7
200 320 210 12 4
6 Staff greeted & offered
to help you
52 76 66 6 0 3.87 5
260 304 198 12 0
7 Behaviour of staff
makes you feel that u
can trust
36 100 58 6 0 3.83 6
180 400 174 12 0
ANALYSIS:
From the above table can seen that out of 200 respondents of 114 respondents gave 1
st
rank
to friendliness staff whose WMS is 4.45, 132 respondents gave 2
nd
rank to staff delivers
the appropriate service as promised whose WMS is 3.895, 116 respondents gave 3
rd
rank
to communicating information provided whose WMS is 3.855, 90 respondents gave rank
4
th
to knowledgeable staff whose WMS is 3.855, 76 respondents gave rank 5
th
to staff
greeted & offered to help you whose WMS is 3.87, 100 respondents gave rank 6
th
to
behaviour of staff makes you feel that you can trust whose WMS is 3.83, 80 respondents
gave rank 7
th
to availability in a timely manner whose WMS is 3.73.
Chart No.10- Graph showing various customers responding in customer service
Source: Table No: 10
INTERPRETATION:
From the graph and table can seen that out of 200 respondents 114 respondents gave rank
1
st
to friendliness staff whose WMS is 4.45 in big bazaar.
4.45
3.895
3.855
3.88
3.73
3.87
3.83
3.2
3.4
3.6
3.8
4
4.2
4.4
4.6
Respondents
Average
Q.No:11) Do you think there enough signs in the Store to provide needed information in
navigation.
Table No.11- Table showing there enough signs in the Store to provide needed
information in navigation.
Responding Respondents Percentage (%)
Yes 142 71
No 58 29
Total 200 100
ANALYSIS:
From the surveyed of out of 200 respondents 142(71%) respondents said Yes provide
needed service for information, 58(29%) respondents said No to giving information at big
bazaar as its customers opinion.
Chart No.11- Graph showing enough signs in the Store to provide needed
information in navigation.
INTERPRETATION:
From the graph says out of 200 respondents are 142(71%) of the respondents yes, whether
customers are taking enough signs in the store to provide needed information in navigation
in big bazaar.
142
58
0
20
40
60
80
100
120
140
160
Yes No
Respondents
Respondents
Q. No: 12) Please rate according to you store character & importance of Big Bazaar.
Table No.12- Table Showing store character & importance of Big Bazaar
(Highest- 5: Lowest -1)
SI
NO
Respondents
Parameter Strongly
Agree
Agree Neither
Agree
Strongly
DisAgree
Dis
Agree
WMS RAT
E
1 Flexible
place
available is
there
68 122 10 0 0
4.29
1
340 488 30 0 0
2 Less
crowded
30 60 68 34 8
3.35
4
150 240 204 68 8
3 Store layout
is nicer
32 100 64 4 0
3.8
2
160 400 192 8 0
4 It easy for
customer to
find what
they needed
20 70 88 20 2
3.43
3
100 280 264 40 2
ANALYSIS:
According to customers out of 200 respondents 4.29 WMS said for flexible place available
is there, 3.35 WMS of less crowded, 3.8 WMS Store layout is nicer and It easy for
customer to find what they needed of 3.43 WMS is agree.
Chart No.12- Graph showing store character & importance of Big Bazaar
INTERPRETATION:
From the graph can seen that of out of 200 respondents of 4.29 WMS of flexible place
available is there of Good opinion for Agree to store importance & character of Big
Bazaar.
4.29
3.35
3.8
3.43
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Flexible place
available is there
Less croweded Store layout is nicer It easy for customer
to find what they
needed
Respondents
Average
Q.No:13) Overall please rate the Cleanliness of the Store.
Table No.13- Table showing Cleanliness of the Store.
Responding Respondents Percentage (%)
Excellent 55 27.5
Good 88 44
Average 45 22.5
Fair 12 6
Poor 0 0
Total 200 100
ANALYSIS:
From the above table surveyed out of 200 respondents 55(27.5%) respondents said
Excellent for Cleanliness of big bazaar store, (44%)88 respondents said Good, (22.5%)45
respondents said Average, then (6%)12 respondents said Fair and none of them Poor.
Chart No. 13- Graph showing Cleanliness of the Store.
INTERPRETATION:
From the above graph it can be seen that out of 200 respondents 44%(88) respondents
gives good opinion for store cleanliness of Big Bazaar, as it is shown by the response of
the customer.
27.5
44
22.5
6 0
0
5
10
15
20
25
30
35
40
45
50
Excellent Good Average Fair Poor
Parameter
Percantage
Q.No:14) What kind of an facility do you like from Big Bazaar.
Table No.14- Table showing customer which kind of an facility like from Big Bazaar.
Facilities No. Of Customers Percentage (%)
24*7 Opening service 54 27
Discount offer 61 30.5
Online Shopping 67 33.5
Easy carrying of buying 18 9
Total 200 100
ANALYSIS:
From the analysed of customers opinion out of 200 respondents 54(27%) respondents said
24*7 Opening service in Big Bazaar, 30%(61) respondents like Discount offer facility in
big bazaar, 67(34%) respondents said Online Shopping service and (9%)18 respondents
said Easy carrying of buying facility in big bazaar.
Chart No.14- Graph showing Which facility of like from Big Bazaar.
INTERPRETATION:
From the above graph it can be seen that out of 200 respondents 30% said big bazaar
facility Online shopping is good as it is shown by the response out of 200 customers of 67
of the customer.
54
61
67
18
0
10
20
30
40
50
60
70
80
24*7 Opening service Discount offer Online Shopping Easy carrying of
buying
Respondents
Q. No: 15) Please tick the according to you about Big Bazaar facility.
Table No.15- Table showing Customer like facility from big bazaar.
(5 Highest: 1 Lowest)
SI
NO
Parameter Excellent Good Average Fair Poor WMS RANK
1 Cleanliness 112 76 10 2 0 4.49 1
560 304 30 4 0
2 Presentation of
facility
28 140 28 4 0 3.96 5
140 560 84 8 0
3 Feeling of safe
environment
36 90 64 10 0 3.76 8
180 360 192 20 0
4 Parking facility 74 76 42 8 0 4.08 2
370 304 126 16 0
5 Providing ATM
nearby Big Bazaar
78 76 38 6 2 4.25 4
390 304 144 12 0
6 Lift & Escalator 64 82 40 12 2 3.96 6
320 328 120 24 0
7 Rest room & Trail
room
56 74 56 6 8 3.78 7
280 296 168 12 0
8 Trolley facility 70 84 36 10 0 4.07 3
350 336 108 20 0
Source: Primary Data
ANALYSIS:
From the above table can seen that out of 200 respondents of 112 respondents gave 1
st
rank
to cleanliness whose WMS is 4.49, 76 respondents gave 2
nd
rank to parking facility whose
WMS is 4.08, 70 respondents gave rank 3
rd
to trolley facility whose WMS is 4.07, 78
respondents gave rank 4
th
to Providing ATM nearby Big Bazaar whose WMS is 4.25, 140
respondents gave 5
th
rank to presentation of facility whose WMS is 3.96, 82 respondents
gave 6
th
rank to lift & Escalator whose WMS is 3.96, 74 respondents gave 7
th
rank to Rest
room & Trail room whose WMS is 3.78, 90 respondents gave 8
th
rank to feeling of safe
environment whose WMS is 3.76.
Chart No.15- Graph showing customer like facility from Big Bazaar.
INTERPRETATION:
From the data analysis and graph can seen that out of 200 respondents said 4.45 WMS rate
1
st
of good rank for store cleanliness, and 3.895 for security to customers, and this graph
says all the parameter is good facility. And each parameter of 4.07 of WMS is excellent.
4.49
3.96
3.76
4.08
4.25
3.96
3.78
4.07
3.2
3.4
3.6
3.8
4
4.2
4.4
4.6
P
e
r
c
e
n
t
a
g
e
Respondents
Q.No:16) In your recent experience with company how do you rate the quality of customer
service you received.
Table No.16- Table showing quality of customer experience in big bazaar.
Parameter No. Of Customers Percentage (%)
Excellent 53 26.5
Good 87 43.5
Average 54 27
Fair 6 3
Poor 0 0
Total 200 100
ANALYSIS:
From the survey of this table out of 200 respondents 53(26%) respondents said Excellent
of customer service in Big Bazaar, 87(44%)respondents of Good service, with 54(27%)
respondents of average, 6(3%)respondents said of Fair opinion about service, and non of
the above poor service in big bazaar.
Chart No.16- Graph showing recent customer service experience in big bazaar
INTERPRETATION:
From the above graph it can be seen that out of 200 respondents of 87(43.5%) respondents
said the big bazaar service is good, as it is shown by the response of the customer opinion
about the big bazaar service is satisfied that customers.
26.5
43.5
27
3 0
0
5
10
15
20
25
30
35
40
45
50
Excellent Good Average Fair Poor
Respondents
Percentage(%)
Q. No: 17) To improve upon big bazaar customer service, please rate the following 1-3.
Table No.17- Table showing improve on customer service
(1- Highest: 3- Lowest)
SI NO Factors
Ranking
WMS Rank
1 2 3
1 Staff
126 54 20
126 108 60 1.47 2
2 Facility
100 80 20
100 160 60 1.6 1
3 Store
140 26 34
140 52 102 1.47 2
ANALYSIS:
From the above this graph can seen that about staff 1.47WMS for given rank 2
nd
, facility
are 1.6 WMS are given the 1
st
rank, finally store 1.47WMS of the 2
nd
rank
Chart No.17- Graph showing customer service of the staff, facility, store in the big
bazaar.
INTERPRETATION:
From the above table & graph can seen that out of 200 respondents gave 2
nd
rank is the
staff & facility of the factors, and 1
st
rank gave to facility of the big bazaar
126
54
20
100
80
20
140
26
34
0
20
40
60
80
100
120
140
160
Rate 1 Rate 2 Rate 3
A
v
e
r
a
g
e
Rate
Respondings
Staff
Facility
Store
Q. No: 18) To improve quality customer service. Which service you expect will add more
value for future.
Table No.18- Table showing improve quality customer service will expecting way.
Parameter No. Of customer Percentage (%)
By SMS 79 39.5
by E Mail 42 21
By Person 36 18
All the above 43 21.5
Total 200 100
ANALYSIS:
Survey conducted it has been observed future service quality of customer service more
expected in this way. Because 39% are using By SMS, 21% are By Email, 18% are
through By Person and 22% are using all the above.
Chart No. 18- Graph showing improve the quality service through in this parameter.
INTERPRETATION:
From the above graph can be seen that out of 200 respondents are 79(39.5%) respondents
of through By SMS to provide quality service.
79
42
36
43
0
10
20
30
40
50
60
70
80
90
By SMS by E Mail By Person All the above
No. Of customer
Q.No:19) please rate what according to your expectation from Big Bazaar.
Table No.19- Table showing customer expectation from Big Bazaar
Expectation No. Of Customer Percentage (%)
Trust & Care 82 41
Professional service quality 36 18
Immediate response 72 36
Others 10 5
Total 200 100
ANALYSIS:
According to responding for expectation of customer service from big bazaar customer
said out of 200 respondents of 82(41%) respondents expect Trust & Care, 36(18%) of
professional Service equality, 72(36%) respondents of expects immediate response from
big bazaar and only 10(5%) respondents of expect other service from big bazaar.
Chart No.19- Graph showing customer expecting valuable service in big bazaar
INTERPRETATION:
From the above table & graph says out of 200 respondents of 82(41%) respondents more
expect from big bazaar of Trust & care is always good expectation.
82
36
72
10
0
10
20
30
40
50
60
70
80
90
Trust & Care Professional
service quality
Immedaite
response
others
Respondents
No. Of Customer
Q. No: 20) According to your experience are you happy with customer service at Big
Bazaar.
Table No.20- Table showing customer happy with customer service in big bazaar.
Responding No of customer Percentage (%)
Yes 176 88
No 24 12
Total 200 100
Source: Data analysis
ANALYSIS:
From the above table can seen that out of 200 respondents are (176)88% respondents said
Yes, it is highly happy service have purchased at Big Bazaar, and other 12% respondents
said No for service satisfied/unhappy service in Big Bazaar.
Chart No.20- Graph showing customer happy with service in big bazaar
Source: Table no: 20
INTERPRETATION:
This question was asked to understand how many customers are happy to for big bazaar
service. Out of 200 respondents are 176(88%)respondents said Yes, and some customer
said No also because in big bazaar customers says, no communicate with customer.
0
20
40
60
80
100
120
140
160
180
200
Yes No
a
v
e
r
a
g
e
Respondings
No of customer
Q. No: 21) To improve the need of customer, we come up with innovative customer
service which will help to chose the but, please rate your interest level.
Table No.21- Table showing provide future service to customer:
SI
NO Future service Excellent Good Average Fair Poor WMS RANK
1 Providing cool drinks
134 24 40 2 0
4.45 1
670 96 120 4 0
2 Floor helper
12 164 22 2 0
3.93 2
60 656 66 4 0
3
Providing home
delivery
64 52 78 6 0
3.87 3
320 208 234 12 0
4 Kids care
34 68 66 30 2
3.46 7
170 272 188 60 2
5
Digital price indicator
for every dept.
36 104 42 16 2
3.78 4
180 416 126 32 2
6
Hospitality
greeting/workshop
36 64 84 10 6
3.57 6
180 256 252 20 6
7
Every floor billing
service
50 66 52 30 2
3.66
5 250 264 156 60 2
ANALYSIS:
Form The above table says out of 200 respondents of 134 respondents gave 1
st
rank to
providing cool drinks whose WMS is 4.45, 164 respondents gave 2
nd
rank to floor helper
whose WMS is 3.93, 78 respondents gave 3
rd
rank to providing home delivery whose
th
to Digital price indicator for every dept.
Whose WMS is 3.78,66 respondents gave rank 5
th
to Every floor billing service whose
th
to Hospitality greeting/workshop whose WMS
is 3.57, 68 respondents gave rank 7
th
to Kids care whose WMS is 3.46.
Chart No.21- Graph showing improve the need of customer service which will help to
future.
Source: Table no: 21
INTERPRETATION:
Out of 200 Respondents have rated rank 1
st
for providing cool drinks as a innovative
customer service to improve the need of the customer followed by home delivery service,
every floor billing service and floor helper.
4.45
3.93
3.87
3.46
3.78
3.57
3.66
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Respondings
WAM
Chapter- 5: Findings, Suggestions and Conclusion:
5.1 Findings:
1. 60% of the respondents fall in 26-45 years category
2. 90 (45%) of total respondents Income level are Rs.20000 Rs.30000.
3. 46% of the respondents are Graduate.
4. 35.5 %(71) of the respondents are private employees
5. 36 %(72) of the respondents visit big bazaar once in a week.
6. 37% (74) respondents are influenced by the Brand image of the Big bazaar
followed by Quality, Price
7. (35.5%) 65 of the respondents like there Fashion items.
8. 36% (72) of the respondent rate good for the customer response.
9. (71%)142 of the respondents yes, whether customers are taking enough signs in the
store to provide needed information in navigation
10. Respondents have given 1
st
rank for friendliness staff parameter as factor for
customer to respond to customer service.
11. 44%(88) of the respondents gave good opinion for store cleanliness of Big Bazaar.
12. 67% of the respondents are interested in online shopping as one among the
facilities looking out with Big Bazaar
13. 40% of the respondents like the SMS service which can improve the quality
customer service provided by the big bazaar.
14. 82(41%) of the respondents expecting trust and care from the Big Bazaar.
15. 88%(176) of the respondents are happy with the service provided by big bazaar.
16. 126 respondents gave 2
nd
rank is the staff & facility of the factors.
17. 176(88%) respondents happy with customer service in big bazaar.
18. Respondents have rated rank 1
st
for providing cool drinks as a innovative customer
service to improve the need of the customer followed by home delivery service,
every floor billing service and floor helper.
5.2 Suggestion:
1) Providing ATM facility nearby big bazaar.
2) Retail business is successful only when they have a good customer services.
Customer loyalty can only be gain by providing good or satisfied services to the
customers.
3) Most respondents take on the spot decision of buying different products because of
the various attractive products displays. So visual appealing store interiors can
concentrate on increasing its aesthetics
4) Most of the respondents are interested in online shopping so the company can take
the orders online
5) Most of the respondents are expecting the future services like providing cool
drinks, floor helper and providing home delivery from the Big Bazaar so they can
provide future service to the customers.
6) To enhance the staff efficacy Proper training should be provided to the staff so that
they can deal with customer efficiently
7) Various offers can be provided to them to attract new customers like
Follow everyday low pricing strategy (EDLP).
They can opt for weekly coupon system as it holds more of the loyal
customers.
5.3 Conclusion:
Big bazaar, a part of future group is a hypermarket offering a huge array of goods of
good quality for all at affordable prices. Big bazaar with over 140 outlets in different part
of India is present in both the metro cities as well as in small towns.
From the research, we can conclude that Big Bazaar has one of the major retail industries
in India which has good Working environment and also the various facilities have been
provided to increase the customer services. The employees accept their responsibility
wholeheartedly and perform the services in well manner that satisfied the customers and
accept that it is their responsibilities to carry out a part of the activities of the company
which has created a healthy & strong relationship between employees and managers
The study has helped me to understand the various Customer service in Big Bazaar and
an opportunity to redefine them to meet organisational objectives. So far the overall
customer service of the Big Bazaar is good. In order to maximise Big Bazaar reach
ability amongst different customers and beat the competition customers have given
positive opinion for providing cool drinks, Home delivery concept, Online shopping as a
innovative customer service to improve the need of customers which may boost its
reputation among rivals
BIBILOGRAPHY:
BOOKS
1. Philip Kotler, marketing management, (Pearson education, 12thedition, Prentice hall of
India pvt.)
3. Berman B and Evans J.R, Retail Management (Pearson education, 10th edition
4. Service Marketing by M.K Rampal 4
th
edition
5. Integrated service marketing (4th edition) by Zeithmal
JOURNALS:
1. VSRD International Journal of Business and Management Research, Vol. 3 No. 1
January 2013 / 1
E-ISSN: 2231-248X, p-ISSN: 2319-2194 VSRD
International Journals: www.vsrdjournals.com
2. Journal of Retailing 83 (1, 2007) 14
Six strategies for competing through service: An agenda for future research (Ruth Bolton
1, Dhruv Grewal, Michael Levy b, 2)
WEBSITES:
1. http://www.ibef.org/industry/retail-india.aspx
2. http://www.futureretail.co.in/businesses/big-bazaar.html
3. http://www.angelbroking.com/Company/CompanyDetails.aspx?id=523574&menu=BS
QUESTIONNAIRE
Respected Sir/Madam
I am student of PESITM, Shivamogga, and conducting survey on Customer service
with reference to Big Bazaar, Bangalore. All the data will be kept confidential and will
be used just for analysis of the project. I request you to tick the option which in your
opinion believes to be true.
1) Customers Name: .................................................
2) Age:
a) Bellow 25 b) 26-45 c) Above 46
3) Monthly Income Level:
a) Below Rs.10000
b) Rs.10000 Rs.20000
c) Rs.20000 Rs.30000
d) Above Rs.30000
4) Educational Qualification:
a) Under graduate
b) Graduate
c) Post Graduate
5) Working status:
a) Business b) Private employee
c) Govt. Employee d) Student
6) How frequently do you visit Big Bazaar.
a) Twice in a week c) Once in a week
b) During Special offers d) Whenever the need arises
7) What are the factors influencing you to purchase in Big Bazaar.
a) Price b) Quality
c) Brand Image d) Easy Availability
8) Mention what type of products do you purchase from Big bazaar.
a) Electronics Items b) Fashion Items
c) Vegetables d) Kitchen Items
Staff
9) In your most recent customer service experience, how did you contact the representative
or staff?
a) In Person b) Telephone
c) Direct Meeting d) Internet
10) Overall, how would you rate Big Bazaar staff response to customer enquiry
a) Excellent b) Good c) Average d) Fair e)Poor
11) Please Tick The Following Parameter Of Staff Responding In Customer Service
Particulars Excellent Good Average Fair Poor
Friendliness Staff
Staff delivers the appropriate service as
promised
Knowledgeable Staff
Communicating Information Provided
Available in a timely manner
Staff greeted & offered to help you
Behaviour of staff makes you feel that u
can trust
Store layout
12) Do you think there were enough signs in the store to provide needed information in
navigation?
a) Yes b) No
13) Please rate according to you store character & importance of Big Bazaar?
Particulars Strongly
Agree
Agree Neither
Agree
Strongly
Dis
Agree
Dis
Agree
Specific/Flexible Place Available Is
There
Less Crowed
Store Layout Is Nicer
It Easy For Customer To Find What
They Needed
14) Overall, please rate the cleanliness of the store
a) Excellent b) Good c) Average d) Fair e) Poor
Facility
15) What kind of an facilities do you like from Big Bazaar?
a) 24*7 opening service b) Discount offer
c) Online shopping d) Easy carrying of buying
16) Please tick the according to you about Big Bazaar facility?
Parameter Excellent Good Average Fair Poor
Cleanliness
Presentation Of Facility
Feeling Of Safe Environment/Security
Parking facility
Providing ATM near by Big Baazer
Lift & Escalator
Rest room & Trail room
Trolley facility
17) In your recent experience with company how do you rate the quality of customer
service you received?
a) Excellent b) Good c) Average d) Fair e) Poor
18) To improve upon big bazaar customer service please rate the following 1-3
(1 Highest: 3- least)
a) Staff b) Facility c) Store layout
19) To Improve quality customer service. Which service you expect will add more value
for future
a) By SMS c) By Email
b) By person d) All of the above
20) Please rate what according to your expectation from Big Bazaar.
a) Trust & care b) Professional service quality
c) Immediate response d) Other specify....................
21) According to your experience are you happy with customer service at Big Bazaar.
a) Yes b) No
If No, why- price value is high
Staff no response to customer
No communicate with customer
No parking system
Some products produce by big bazaar
All of the above
22) To improve the need of customer, we come up with innovative customer service which
will help you to choose the but. Please rate your interest level.
Particulars Excellent Good Average Fair Poor
Providing cool drinks
Floor helper
Providing home delivery service
Kids care
Digital price indicator for every department
Hospitality greeting/workshop
Every floor billing service
23) Any suggestion
..................................................................................................................................................
..................................................................................................................................................
..................................................................................................................................................
.........................................................................
Thanking you
Signature:
Phone No:

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