DECLARATION:

I hereby declare that the information presented here is true to the best of my knowledge. Also, the report has not been published anywhere else.

Acknowledgement:
The project of this magnitude would not have been completed singly. Firstly I want to give my hearty thanks to all mighty who made the world and me also. There are many other people without whom the completion of the project would not have been possible. It gives me immense pleasure to thank Big bazaar staff for their support. I express special thanks to Prof. Seema Somani. My project guide, who provided his recommendations and suggestions to complete my project successfully. I particularly like to extend my thanks to my seniors and my friends who supported me during the project.

EXECUTIVE SUMMARY:
As customers taste and preferences are changing, the market scenario is also changing from time to time. Todays market scenario is very different from that of the market scenario before 1990. There have been many factors responsible for the changing market scenario. It is the customers changing tastes and preference, which has bought in a change in the market. Income level of the people has changed; life styles and social class of people have completely changed now than that of olden days. Technology is one of the major factors, which irresponsible for this paradigm shift in the market. Today we can see a new era in market with the opening up of many departmental stores, hypermarket, shoppers stop, malls, branded retail outlets and specialty stores. The study is based on a survey done on customers of a hypermarket named big bazaar. Big bazaar is a type of market where various kinds of products are available under one roof. My study is on determining buying behavior pattern of customer in general merchandise (luggage, utensils, plastic, and footwear). The study will find out the current status of big bazaar and determine customer response toward big bazaar.

Introduction:
Big Bazaar is a chain of supermarkets in India, which takes account of every family's needs and requirements. This dealer is a subsidiary of Future Group, trousers Retail India Ltd. and is a response to the U.S. Wal-Mart. Big Bazaar has released its doors to fashion, general merchandise as sports goods, cutlery, crockery, cutlery, and home furnishings, etc. at best economical price.

Big Bazaar Group offers more than 100 stores across the country with a combination of Indian bazaars' feel and touch with one of convenience and choice of modern retail facilities. Retail formats Big Bazaar Group comprises Aadhar, Rural & hometown retail chain, Ezone home-improvement chain, sportswear retailer, custody and music chain are few among others. Big Bazaar is not just another hypermarket ( a bit like a discount store). It caters to every need of your family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. It provides discounts ranging from 8-6 percent to the market.

Promising that nobody seels cheaper and better, than Big Bazaar store, and offers special discounts and offers of up to 60 percent on more than 1,60,000 products 365 days a year.

History of Big Bazaar:

The world-country chain, Big Bazaar, which is formed by the CEO of Future Group, Mr. Kishore Biyani. The Group does not promise more than what it gives. Their basic attraction is linked to affordability, is their Unique Selling Price.

But the products, Big Bazaar stores stocks can not be advanced, but customers are guaranteed to use it worth the money spent on them. In 2001 the group opened its first store on VIP Road, Calcutta, which was the primary departmental store offering regulated services for parking, steel, ships, clothes, electronics, etc. under one roof at competitive prices. Big Bazaar has been a huge hit with the lower middle and middle class people as a large customer base.

At present, Future Group formats and brands such as trousers, F123, Copper Chimney, Etam, Staples, One Mobile, Urbana, Brand Factory, LootMart, Hometown and Central Europe. Big Bazaar has multiple stores located throughout India, including to Chennai, Hyderabad, Ahmadabad, Bangalore, Calcutta, Pune, Mumbai and Delhi are those metro cities where the stores Big Bazaars are located.

Facilities offered by the Big Bazaar:

Online shopping: Big Bazaar has an official website,

FutureBazaar.com, which is one of the most favorite places among people in India for online shopping. Future Bazaar is an online business venture of Future Group, which sells a range of products such as fashion, which includes merchandise for men and women, mobile accessories, mobile phones and electronics like home theater, camcorders, digital cameras, LCD TVs, kitchen appliances and many more.

Discounts: "Hfte ka SABS sasta aur achha kahin nahin your introduction of Big Bazaar in which additional and special discounts was offered Wednesday each week, to attract potential buyers in their shop.

Security Check: At each end of Big Bazaar, use the alarm or electronic goods monitoring system that detects the products which are attached tags or not.

Big Bazaar has 98 stores in the country, including the newly opened store in Mysore September 26, 2008. Following this, Big bazaar will be open three more stores in a single day - namely September 30, 2008, which will take the final count to 101 stores in the country. These three stores to open briefly in Pune (Kalyani Nagar), Cuttack (Darga Bazaar) and Delhi (Rajouri Garden).

Big Bazaar's journey began in October 2001 when the young, opened the first generation entrepreneur Kishore Biyani its first hypermarket retail outlet in Kolkata (formerly Calcutta). In the same month had two more stores are added - one each in Hyderabad and Mumbai, and thus begin a successful stay that began the chapter of organized retailing in India.

Big Bazaar is present today in 59 cities and holding more than 5 million sq.ft. Open house and driving over 110 million footfalls in its stores. The format is expected that the number of footfall in the stores to increase by 140 million during this financial year. Over the years, Mr. Biyani for his vision and leadership, and Big Bazaar for its unique proposition to its customers "have received every prestigious consumer prices, both nationally and internationally.

Future Group is convinced of the Indian Retail Story. The Group has not slowed its expansion plans despite the fiscal woes of the economy here today. Future Group plans to have 300 stores and expects revenues of Rs13,000crore.

Retail Mix.
A retailer or retail store is any business enterprise whose sales volume comes primarily from retailing. Retail organizations exhibit great variety and new forms keep emerging. There are store retailers, non store retailers, and retail organizations. Consumers today can shop for goods and services in a wide variety of stores. The best-known type of retailer is the department store. Japanese department stores such as Takashimaya and Mitsukoshi attract millions of shoppers each year. These stores feature art galleries, cooking classes, and childrens playgrounds.

A retailer is at the end of the distributive channel. He provides goods and service to the ultimate consumers. This he does through his small organization, with the help of a few personnel. In an individual retail store there is not much scope for organization except in the sense that the shopkeeper has to organize apportions his time and resources. The need for organization becomes essential as soon as he hires people o enters into partnership or takes the help of members of his family in running his store. A retailer deals in an assortment of goods to cater to the needs of consumers. His objective is to make maximum profit out of his enterprise. With that ending view he has to pursue a policy to achieve his objective. This policy is called retailing mix. A retailing mix is the package of goods and services that store offers to the customers for sale. It is the combination of all efforts planned by the retailer and embodies the adjustment of the retail store to the market

environment. Retailing mix, a communication mix and a distribution mix. The maximum satisfaction to the customers is achieved by a proper blend of all three. The success of the retail stores, therefore, depends on customers reaction to the retailing mix which influences the profits of the store, its volume of turnover, its share of the market, its image and status and finally its survival.

RETAIL
Retailing is the set of business activities that adds value to the products and services sold to the consumer for their personal or family use. a "retailer" buys goods or products in large quantities from manufacturers or importers, either directly or through a wholesaler, and then sells smaller quantities to the end-user. Retail establishments are often called shops or stores. Retailers are at the end of the supply chain. Manufacturing marketers see the process of retailing as a necessary part of their overall distribution strategy. The term "retailer" is also applied where a service provider services the needs of a large number of individuals, such as a public utility, like electric power. Retailing is an important institution in our society, Retailing provides considerable value to consumers while giving people opportunities for rewarding and challenging careers. Retail formats and companies are now major factors in the industry.

 The key to successful retailing is offering the right product, at the right price, in the right place, at the right time, and making a profit. Retailers must understand what customers want and what competitors are offering now and in the future.

The World of Organized Retailing Retailers are using sophisticated communications and information systems to manage their business. The use of new technologies helps retailers reduce their operations costs, while better serving their customers. To compete against non-store retailers, stores are now becoming more than just places to buy products. They are offering entertaining and educational experiences for their customers. In this dynamic environment, entrepreneurs are launching new companies and concepts and becoming industry leaders, while traditional firms have had to rethink their business. Retail managers today must make complex decisions on selecting target markets and retail locations, determining what merchandise and services to offer, negotiating with supplier and distributing merchandise to stores, training and motivating sales associates, and deciding how to price, promote and present merchandise.

RETAIL MIX:
The retail mix is the combination of factors retail used to satisfied customer needs and influences their purchase decision. Its include the type of merchandise and services offered, merchandise, pricing, advertising, promotional programs store design merchandise display, assistance to customer provided by salespeople, and convenience of the stores location. Retail mix is the term used to describe the various elements and methods required to formulate and execute retail marketing strategy. Retail managers must determine the optimum mix of retailing activities and coordinate the elements of the mix. The aim of such coordination is for each store to have a distinct retail image in consumers mind. The mix may vary greatly according to the type of the retailer is in, and the type of product/services. While many elements may make up a firms retail mix, the essential elements may include: * Store location, * Merchandise assortments * Store ambience, * Customer service, * Price, * Communication with customer * Personal selling * Store image * Store design * Sales incentives * People

* Process * Physical evidence

Composition of retail mix * Place * Product * Price * Promotion * People * Process * Physical Environment

LINE OF BUSINESS
Line of Business Sub Department BFChildrens BF-Kids Acc BF-Ladies Under the Brand BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG

BB-Fashion

BF-Ladies Acc BF-Mens

BF-Mens Acc BB-GM-Fashion s Footwear Fashion Accessorie

GFLuggage GF-New Business GF-Sport Goods GF-Toys

BAZAAR BB-GM-Home ware GH-Home dcor GHHousehold crockery GHHousehold Plastic GHHousehold utensil SSPersonal Grooming CMAccessories BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR ONE MOBILE

Beauty & health

One Mobile(communicati on )

CMCarriers CMHardware cure &care n CCPrescription DP-Book DPMultimedia DPStationery EE-Cd&e CC-Non Prescriptio

ONE MOBILE ONE MOBILE SIS

SIS DEPOT DEPOT DEPOT HOME

Depot

Electronics

Accessorie s EEComputer &Acces EEConsumer Durable EEElectronics EEPersonal Electro FB-Chef Zone FB-Chill Station FBFabricleen FB-Fruits & Vegetable FB-Golden Harvest FB-Head to toe FB-Hungry kya FB-Spic N Span Furniture FR-

BAZAAR HOME BAZAAR HOME BAZAAR HOME BAZAAR HOME BAZAAR FOOD BAZAAR FOOD BAZAAR FOOD BAZAAR SIS

Food Bazaar

FOOD BAZAAR FOOD BAZAAR FOOD BAZAAR FOOD BAZAAR HOME

Furniture Home Fashion Home Fashion HICarpentry HIElectricals HIImprovement Lootmart Ladies

BAZAAR HOME BAZAAR HOME BAZAAR HOME BAZAAR HOME BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR Navras

Home Improvement

Mens

Mens Accessories Navras NRPrecious Jeweelle BB SIS Fashion Accessorie s

SIS

SIS

Core Values:
* Indian ness: confidence in ourselves. * Leadership: to be a leader, both in thought and business. * Respect & Huminity: to respect every individual and be humble in our conduct. * Introspection: leading to purposeful thinking. * Openness: to be open and receptive to new ideas, knowledge and information. * Valuing and Nurturing Relatonships: to build long term relationships. * Simplicity & Positivity: Simplicity and positivism in our thought, business and action * Adaptability: to be flexible and adaptable, to meet challenges.

Group Mission:
* We share the vision and belief that our customers and stakeholders shall be sered only by creating and executing future scenarios in the consumption space leading to economic development.

* We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segmentsfor classes and for masses.

* We shall infuse Indian brands with confidence and renewed ambition.

* We shall be efficint, cost-conscious and commiitted to quality in whatever we do.

Tricks of the trade:

Saving shelf space. * Deft use of sign ages to help the consumers. * One stops shopping. * To ensure enough pull o snatch away customers from the neighborhood. * Way to deal out unsold stocks. * Plans to have in-store promotion as well slow moving product concept of " Today's Price'-Every day a chosen peoduct is being sold at lower than usual prices.

Challenges...
* Quality * Timely Delivery * After Sale Service * Shopping Experience * Number of orders

Major Milestones:
> 1987 Company incorporated as Men Wear Private Limited. Launch of Pantaloons trouser, Indias first formal trouser brand.

> 1991 Launch of BARE, the Indian jeans brand.

> 1992 Initial public offer (IPO) was made in the month of May. > 1994 The Pantaloon Shoppe exclusive menswear store in franchisee format launched across the nation. The company starts the distribution of branded garments through multi-brand retail outlets across the nation. > 1995 John Miller Formal shirt brand launched. > 1997 Pantaloons Indias family store launched in Kolkata. > 2001 Big Bazaar, Is se sasta aur accha kahi nahin - Indias first hypermarket chain launched.

> 2002 Food Bazaar, the supermarket chain is launched. > 2004 Central Shop, Eat, Celebrate In The Heart Of Our City Indias first seamless mall is launched in Bangalore.

> 2005 Fashion Station - the popular fashion chain is launched aLL a little larger - exclusive stores for plus-size individuals is launched > 2006 Future Capital Holdings, the companys financial arm launches real estate funds Kshitij and Horizon and private equity fund Indivision. Plans forays into insurance and consumer credit. Multiple retail formats including Collection i, Furniture Bazaar, Shoe Factory, EZone, Depot and futurebazaar.com are launched across the nation. Group enters into joint venture agreements with ETAM Group and General.

Strategic Direction:
With a wide range of private labels, at different price points, Fashion Station will continue to provide the customers an alternative option to latest fashion that was hitherto not addressed in modern retail environment. With more stores lined up in the coming year, across cities and towns, this concept would cater to a larger mass of customers and also improve the company's bottom- line.

Across India, food habits vary according to community, customs and geography. Food Bazaar, through its multiple outlets addresses this. At the same time,it offers best quality products at wholesale prices to a wide cross section of the Indian population. Food bazar effectively blends the look,touch and feel of the Indian bazar with the choice,convenience and hygiene that modern retail

provides. Most stores are located within Big Bazaar,Central and Pantaloon and act as strong footfall generators. These are separated stand alone Food Bazaar as well. The business contributed just under 50% of value retailing and 30% to the company;s turnover during 2009-10.Food Bazar offers a variety of daily consumption items,which includes staples,soaps and detergents,oils,cereals and biscuits. On the product category side , the primary segregation is done on the basis of staples,fresh products,branded foods,home and personal care products.

Changing Food Preferences:

Food Bazaar talks to the housewives of India and constantly learns from them and it is at the forefront of changing preferences. Some of the trends that were noticed during year were increased consumption of processed food category and ready to eat concepts. Besides an increasing number of working women are experimenting lot with their cooking habits and this is opening up of new food categories.

Restaurant Business:
While consumers in the West spend nearly 46% of their food expenditure on away from home meals, Indian consumers spend only about 3% of their food expenditure in hotels and restaurants. However a significant trend noticed in this group is that almost 8% of their wallet share is spent on eating on at either a restaurant or a fast food joint, as compared to other forms of entertainment.

FINANCIAL PERFORMANCES: The growth in the retail sector was reflected in the financial results of PRIL for 2005-06. For the year ended june 30, 2006, PRIL reported atotal income of Rs.38.72 billion in 2008-09 pantaloon Retail (India) Limited declared its unaudited financial result for the quarter ended December 31, 2009 wherein the Net profit ( Rs 50.67 crore) increased by51.1 percent for the quarter ; income from operation (Rs 1912.84 crore )increased by 25.4 per cent ; and PBDIT ( Rs 205.46 crore ) increased by29.4 per cent. GROWTH

OBJECTIVE
PRIMARY OBJECTIVE : To study the effectiveness of retailing mix in the store. SECONDARY OBJECTIVES : 1. To identify the performance of store operations. 2. To understand the quality of services maintained in the store. 3. To determine the performance of sales persons in the store. 4. To understand the availability of products in the store. 5. To identify the effectiveness of atmospherics in the store.

ANALYSIS AND INTERPRETATION:

Q1. In a month how many times you visit big bazaar? a) Once 7 b) Twice 23 c) Thrice 8 d) More than thrice 25 e) As per requirement 37

INTERPRETATION: Out of 100 respondent, 37% people visit the store when they have some requirement and 25% are visited more than thrice, 23% visited two times in month and 7% & 8% people visited one and three times in a month respectively. Most of them regularly visit big bazaar.

Q2. Your shopping experience in big bazaar is always! a) outstanding 1 b) Excellent 21 c) Good 43 d) Average 32 e) Bad 3

INTERPRETATION: Out of 100 respondent, 43% people has good shopping experience in big bazaar,32% has average and 21% people has excellent. But 1% has outstanding shopping experience and 3% has bad shopping experience.

Q3. Discounts and offers served in big bazaar is ! a) outstanding 7 b) Excellent 32 c) Good 36 d) Average 23 e) Bad 2 INTERPRETATION: Out of 100 respondents, Discounts and offers served in big bazaar is good said by 36% customers, 32% feel it is excellent and only 7% feel outstanding. But 25% customers are not satisfied by Discounts and offers served in the big bazaar. Maximum Customers are satisfied by Discounts and offers served in the big bazaar.

Q4. How do you feel about sales persons and promoters? a) Outstanding 4 b) Excellent 21 c) Good 49 d) Average 23 e) Bad 3

INTERPRETATION: 74% of the respondents are satisfied by the sales persons and promoters in the store rest 26% respondents are not satisfied by the sales persons and promoters in the store. Sales persons and promoters behave well with customer.

Q5. Are you satisfied with the billing facility at the store? a) YES 72 b) NO 28

INTERPRETATION: 72% of the respondents are satisfied by the billing facility in the store, rest 28 % are not satisfied. Some customer are not satisfied by billing facility(Especially in offer day and rush hours ).

SWOT ANALYSIS OF BIG BAZAAR:

A SWOT analysis is done to know the strengths, weaknesses, opportunities and threats of any company. This analysis will explain about the strengths, weaknesses, opportunities and threats of GM at big bazaar.

Strength: * Large variety of product available in GM * Discounts and offers * Huge customer Base * Availability of branded product

Weakness: * Unable to tap the entire region across Chinchwad and Pimpri. * Unavailability of separate cash counter in GM department * Customers negative perception about the private level brand

Threat: * Opening up of other discounted stores like shoes express, D mart, local retail store , Reebok, Addidas, woodland etc. * Convenience of customers to nearby retail shop. * Availability of products in other retail outlets

Opportunity: * MIDC region has largest density of population * Private level brand like spunk, milestone are becoming popular * To bring in the customers of other retail outlet by dealing with branded products * Increase in standard of living of people and preference

FINDING AND SUGGESTIONS:

1. Generally youth and women are the main customers at big bazaar. 2. Electronic media has a great impact on customers. Electronic media help in making people aware about new products and offers 3. The availability of all products under one roof of GM and nearby their house helps customer to shop weekly and shop fresh every time. 4. Mega events like great Indian shopping festival has great impact in attracting customer to purchase more and more. 5. Customer are more attracted toward discount and offer including gift 6. Signage and display helps in attracting customer to purchase more and more. 7. Offers and promotional scheme helps in add on sales. 8. Availability of branded and private level brand like milestone, spunk, Dreamline helps in catering every section of people. 9. Big bazaar follow rule of GAPACT G- Greeting the customer A-approach the customer P-purpose about the product A-Add on sales C- closing the deal T-thanks

SUGGESTION 1. General merchandise constitute number of departments so cash counter should be added up in the section to reduce problem of billing. 2. Queue process management should be made good. 3. During weekend customer often feel problem of trolleys so trolley should be properly managed to get rid of trolly problem. 4. Damaged product should be replaced because it gives bad impact to other product kept on the shelf. 5. Big bazaar should include more of branded products in its product category so as to attract the brand choosy people to come in to big bazaar. 6. Employee should be given training time to time. The service of the sales person is needed to be improved. Personal care should be taken by the sales person for the customers so that the customers feel good. 7. It was observed most of the customers were not aware about the offer and scheme going in the store .so proper communication should be made to mke customer aware about the offer and discount. 8. Customer often face problem of unavailability of product like shoes, folder, different size of pressure cooker etc. so product should be made available in stock so that customer should not face problem of stock out.

CONCLUSION: Big bazaar is a major shopping complex for todays customers. It is a place where customers find variety of products at a reasonable price. Big bazaar has a good reputation of itself in the market. It has positioned itself in the market as a discounted store. It holds a huge customer base. The majority of customers belong to middle class family. The youth generation also likes shopping and moving around big bazaar. Volume sales always take place in big bazaar. Impulse buying behaviour of customers comes in to play most of the times in big bazaar. GM department of big bazaar provides various kinds of goods like stationary, luggage, footwear, toys, plastic and utensils leather items, crockery, decorative items, sport items, many more. It competes with all the specialty stores of different products which provide goods at a discounted rate all through the year. It holds a large customer base and it seemed from the study that the customers are quite satisfied with Big bazaar. Private brand like Milestone, Dreamline, Spunk are accepted by consumer due to good quality and reasonable price. The report reveals that there is huge scope for the growth of organized retailing and improvement of big bazaar P.C.M.C in Pune. Target achieved every week show that movement of product is good. Aggressive marketing is the key to increase market share in this area. Since market is still untapped. Big bazaar uses SAP, DOT, REM, RFID technology. Discount and scehme decision are taken by the headquarters and new product is added time to time by the direction of category management. GM department should manage their

merchandise in such a way that they must be accepted by customer.