EXECUTIVE SUMMARY

The project was carried out for understanding the movement of the product at big bazaar and customer behaviour regarding different product at big bazaar. Big bazaar was established in the year 2001, they are old player in retail sector. The big bazaar follows values such as Indianness, Leadership, Respect and Humility, Valuing and Nurturing Relationships, Simplicity and Positivity, Adaptability. This research helps us in finding out the customers view regarding the product and Services offered by the big bazaar and awareness by promotion and also identifying the market potential of big bazaar. The project was carried out in with an objective of knowing satisfaction level of customer at big bazaar and do customers are aware about the different types of product and services and different offers provided at big bazaar. The total sample size taken was one hundred (100) from various customers of new delhiat big bazaar (vasantkunj). The research shows that the customer satisfaction at big bazaar is very good and so many customers are not aware of the product and services provided by the big bazaar which are not provided by other retail stores. On the other hand we have also the existing customers of big bazaar who are satisfied with the working style of retail store, but want continuous updates about the new offers and other products of big bazaar. They want that Big Bazaar should do promotional activity as Advertising. So that they can be updated while seating at home.

CHAPTER-1 INTRODUCTION

Big Bazaar has emerged as one of the leading retail chain stores in India for food, general merchandise and home products. The success mantra for Big Bazaar has been to provide quality products at the cheapest prices. And it depends on its efficient supply chain to squeeze out profits, which it further passes onto the customers. Although Big Bazaar deals with four different categories of supply chains food, fashion, general merchandise and home, the most critical is the food supply chain. Big Bazaar brought revolutionary methods of procurement and distribution in the food supply chain, by directly procuring farm-fresh products from farmers, and distributing them directly to the retail stores. It also maintains a world-class cold-chain infrastructure and highly efficient FMCG supply chain. This paper focuses on the above matters, and gives insight about the food supply chain of Big Bazaar. We have also tried to give a brief insight into the aspects of food supply chain that may arise in the future. Keywords: food supply chain, cold-chain, farm fresh, agro products, logistics, and distribution. Big Bazaar is a chain of hypermarket in India, with more than 100 stores in operation. It is a subsidiary of Future Group Venture Ltd's, and follows the business model of Unites Statebased Wal -Mart.

Big Bazaar is led by Pantaloon Retail, the groups flagship company, and the company operates 120 Big Bazaar stores, 170 Food Bazaar stores, among other formats, in over 70 cities across the country, covering an operational retail space of over 6 million square feet.

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 speciality retail formats include supermarket chain Food Bazaar, sportswear retailer - Planet Sports, electronics retailer - eZone, home improvement chain - Home Town and rural retail chain, Aadhaar, among others.

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 salvable products.

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 Bazar are

The Food Bazar or the grocery store with the department selling fruits and vegetables There is a zone specially meant for the amusement of the kids Furniture Bazar or a large section dealing with furnitures Electronics Bazar 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.

Supply Chain Management Of Big Bazaar

Future Group, which is led by its founder and Group CEO, Mr. Kishore Biyani, was established in 1994 with a vision to provide diverse services in Indian and Global markets
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and is now one of Indias leading business houses with multiple businesses spanning across the consumption space with a net sales from operations of about 5934.37 crores. 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 16 million square feet of retail space in 73 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 the hypermarket format that combines the look, touch and feel of Indian bazaars with the choice and convenience of modern retail.

Objectives Of The Project

1. To know the effectiveness of logistics management of Big Bazaar and to bench mark the organization with respect to the industry 2.To understand role of logistics system in functionality of Big Bazaar 3. To evaluate the image of Big Bazaar in customers mind 4. To find out the customer satisfaction with the existing services

CHAPTER-2 RESEARCH METHODOLOGY Definition :

Research methodology is a process to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. Why a research study has been undertaken, how the research problem has been defined. In what way and why the hypothesis has been formulated, what data have been collected and particular method has been adopted. Why particular technique of analyzing data has been used and a host of similar other questions are usually answered when we talk of research methodology concerning a research problem or study

Introduction:
The objective of this project is to conduct to the study of supply chain management of big bazaar and recording, analyzing and interpreting the wants and experience of customers. For the company, it is essential to know whether customers and retailer are satisfied or not with the products and with its quality and price provided by company.

Statements of the problem:

The purpose of conducting this research is to get the actual idea about the experiences of supply chain management in bid bazaar and the factors that influence their decision to buy products. What types of problem they face after purchasing the product. Users were selected and then the analysis was formed regarding the peoples beliefs, satisfaction and expectations about the big bazaar products.

(A) Methodology used for Data Collection

The project is based on primary data as secondary data. Primary data consists of a collection of original primary data collected by the researcher.

Primary sources of data collection -: 1. Data was collected from those who have purchased the products from big bazaar.

Secondary sources of data collection -: 1. Data was collected through surfing different websites and blogs. And also reading different magazines.

(B) Methodology used for Data Analysis -:

1. Questionnaire was used and developed for analysis. 2. Then the questionnaire was analyzed with help of pie charts. So as to understand Data more clearly and precisely.

(C) Theoretical Description: Questionnaire : A questionnaire is a research instrument consisting of a series of questions and other prompts for the purpose of gathering information from respondents. Questionnaires have advantages over some other types of surveys in that they are cheap, do not require as much effort from the questioner as verbal or telephone surveys, and often have

standardized answers that make it simple to compile data. However, such standardized answers may frustrate users. Questionnaires are also sharply limited by the fact that respondents must be able to read the questions and respond to them. Thus, for some demographic groups conducting a survey by questionnaire may not be practical. (i) Pie charts

A pie chart (or a circle graph) is a circular chat divided into sectors, illustrating numerical proportion. In a pie chart, they are length of each sector (and consequently its central angle and area), is proportional to the quantity it represents. While it is named for its resemblance to a pie which has been sliced, there are variations on the way it can be presented. Pie charts are very widely used in the business world and the mass media. However, they have been criticized, and many experts recommend avoiding them, pointing out that research has shown it is difficult to compare different sections of a given pie chart, or to compare data across different pie charts. Pie charts can be replaced in most cases by other plots such as the bar chart. Sampling Plan: Elements: The target population of the study included the general population of every age who enters to the Big Bazaar

Sample size: 100 people.

Survey Sample Size

How many people do I really need to send my survey to? When you're asking "how many survey respondents do I need?", what you're really asking is, "how big does my sample need to be in order to accurately estimate my population?" These concepts are complex, so we've broken the process into 5 steps, allowing you to easily calculate your ideal sample size and ensure accuracy in your survey's results.

5 steps to make sure your sample accurately estimates your population: Step 1 What is Your Population? By population we mean the entire set of people who you want to understand (your sample is going to be the people from this population who end up actually taking your survey).

So, for example, if you want to understand how to market your toothpaste in France, your population would be residents of France. If you're trying to understand how many vacation days people who work for your toothpaste company would like to have, your population would be employees of your toothpaste company.

Regardless of whether it's a country or a company, figuring out what population you're trying to understand is a vital first step. Once you know what your population is, figure out how many people (roughly) make up that population. For example, roughly 65 million people live in France and we're guessing that your toothpaste company has fewer employees than that. Got your number? Okay then let's keep going Step 2 How Accurate Do You Need To Be? Think of this step as an assessment of how much of a risk you're willing to take that the answers you get to your survey will be off by a little bit due to the fact that you're not surveying your entire population. So here are your two questions to answer: 1. How sure do you need to be that the answers reflect the views of your population? This is your margin of error. So if, for example, 90% of your sample likes grape bubble gum. A 5% margin of error would add 5% on either side of that number, meaning that actually 85-95% of your sample likes grape bubble gum. 5% is the most commonly used margin of error, but you may want anywhere from 1-10% for a

margin of error depending on your survey. Increasing your margin of error above 10% is not recommended. 2. How sure do you need to be that the sample accurately samples your population? This is your confidence interval. A confidence interval is the likelihood that the sample you picked mattered in the results you got. The calculation is usually done in the following way. If you picked 30 more samples randomly from your population, how often would the results you got in your one sample significantly differ those other 30 samples? A 95% confidence interval means that you would get the same results 95% of the time. 95% is the most commonly used confidence interval but you may want a 90% or 99% confidence interval depending on your survey. Decreasing your confidence interval below 90% is not recommended. Step 3 How Big a Sample Do I Need? Using the chart below, select your approximate target population, then choose your margin of error to estimate the number of completed surveys you'll require. Now that you have your numbers from Step #1 and Step #2 check out this handy chart below to figure out how big a sample you'll need Margin of Error Confidence Interval 10% 5% 1% 90% 95% 99% 100 50 80 99 74 80 88 500 81 218 476 176 218 286 1,000 88 278 906 215 278 400 10,000 96 370 4,900 264 370 623 100,000 96 383 8,763 270 383 660 1,000,000+ 97 384 9,513 271 384 664 Population Note: These are intended as rough guidelines only. Also, for populations of more than 1 million you might want to round up slightly to the nearest hundred. Step 4 How Responsive Will People Be? We're sorry to say that not everybody you send your survey to will fill it out.
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The percentage of people who do actually fill out a survey that they receive is known as the "response rate". Estimating your response rate will help you determine the total number of surveys you'll need to send out to obtain the required number of completed surveys. Response rates vary widely depending on a number of factors such as the relationship with your target audience, survey length and complexity, incentives, and topic of your survey. For online surveys in which there is no prior relationship with recipients, a response rate of between 20-30% is considered to be highly successful. A response rate of 10-15% is a more conservative and a safer guess if you haven't surveyed your population before. Step 5 So How Many People Do I Send It To? This part's easy! Just divide the number you got from Step #3 by the number you got from Step #4. That's your magic number. So, for example, if you need 100 women who use shampoo to fill out your survey and you think about 10% of these shampoo-using women that you send the survey to will actually fill it out, then you need to send it to 100/10% women 1000!

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CHAPTER-3 DATA ANALYSIS AND INTERPRETATION

The tools and methods of data collection identified earlier were employed to gather data on the consumer perception on Big Bazaar. The data accrued, especially from the interviews and questionnaires circulated, are tabulated and depicted on graphs in the following pages. The data thus gathered and tabulated is analyzed. The data is then scrutinized and relevant interpretations are drawn.

The major objectives of analysis of data are:

1. To evaluate and enhance data quality 2. Examine effects of other relevant factors 3. Customer satisfaction ratio, 4. Level of satisfaction, 5. Causes of dis-satisfaction, 6. Customer responses regarding services.

The data collection plan, including procedures, instruments, and forms, was designed and pre-tested to maximize accuracy. All data collection activities were monitored to ensure adherence to the data collection protocol and to prompt actions to minimize

and resolve missing and questionable data. Monitoring procedures were instituted at the outset and maintained throughout the study, since the faster irregularities can be detected; the greater the likelihood that they can be resolved in a satisfactory manner and the sooner preventive measures can be instituted.
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Q. 1) Age of the respondents.

Age
Below 18 18-40 40-60 60 above Total

Total 30 45 15 10 100

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Data :
The first criteria respondents were asked to indicate was the age group they belonged to. Respondents were asked to choose among four age group categories, viz., below 18, 18-40, 40-60, 60 above years. The age groups were identified as key factors impacting shopping and purchase decisions of consumers

Analysis :
From the table, and pie chart depicted above, the distribution of the population under study is evident. Of the 100 respondents who answered the questionnaire, 45% indicated that their ages fell in the category 18-40 years 30% indicated below 18, 15% indicated 40-60 year and 10% indicated 60 above

Interpretation :
By analyzing the responses to this question, I, as a researcher, as well as companies, can identify the demographics of the population that visit retail outlets. The highest number of respondents falls in the age group 18-40. It can be deduced that most of the consumers who visit retail outlets regularly are the youth. They make up almost more than half of the population who shop at retail stores.

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Q. 2) Gender of the respondents:

Gender Male Female Total

Total 65 35 100

Data:
Consumers were asked to indicate their gender. The object of this question is to understand the demographics of the population under study.

Analysis :
From the table, and pie chart depicted above, the distribution of the consumers is evident. Of the 100 respondents who answered the questionnaire, 65 were female and 35 were male. It

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isevident from the responses and the subsequent tabulation that the number of female respondents was higher than that of the male respondents in the population under study. Female are the major buyers at the Big Bazaar.

Interpretation :
By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify the distribution in the number of men and women who visit the retail outlets and appropriate decisions can be made keeping these numbers in mind. The highest number of respondents were female, as is depicted by the graph and chart presented above. The number of male respondents was less compared to the female respondents. Two decisions can be made from the above data collected: one, more women visit retail outlets than men. Two, more women are willing to fill out questionnaires and take a survey than men. Since more women can be inferred to visit retail stores than men, companies can target their offerings and marketing strategies in two areas. Retail outlets can appeal to the women customers by offering more products geared especially towards women. They can provide a shopping experience that women are particularly attracted to. Another way that retail chains can use the above data is to think new techniques so that they can appeal to the men rather than the women. Since, fewer men visit retail stores as against women, the companies have a large base of potential customers. By providing products that are geared towards men and by providing a shopping experience that attract mens they can increase their loyal customers

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Data:
Consumers were asked to indicate the source from where they got information about Big Bazaar. The object of this question is to understand the source of information of the population under study

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Analysis :
From the table, and pie chart depicted above, the distribution of the consumers is evident. Of the 100 respondents who answered the questionnaire, 40% people got information about Big Bazaar from word of mouth 30% from electronic media ,20% from print media ,10% from Hoardings.

Interpretation :
By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify the source of the information for the customers from where they got the information about Big Bazaar. Appropriate decisions can be made keeping these numbers in mind. We should increase the quality of service and which we are providing to customers, so that we can increase loyal customers so that they can influence more people and our customer base can be increased. Secondly we can increase our advertisement on electronic media as now days customers are also influenced by adds on TV, and other electronic media.

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Data :
Consumers approached were asked about their frequency in visits to shops. The frequency points furnished were: Once a week, Fortnightly, and Once a month. These frequency points were identified by observation and interview as the average times that consumers shop.

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Analysis :
From the table, and pie chart depicted above, the frequency of shopping of the respondents is evident. Of the 100 respondents who answered the questionnaire, 45 indicated that they shopped once a week, 30 indicated that they shopped Fortnightly 25 who visit shops, malls or retail stores once a month.

Interpretation :
This question is aimed at understanding how frequently consumers visit shops and buy their products or avail of their services. The frequency points laid before the respondent have been the result of observation and interview. By analysing the responses to this question, I the researchers, as well as companies, can identify the number of times a customer is likely to shop in a months time.The highest responses have been attributed to once a week shopping. It can be deduced that consumers who shop only once a week, pose very different challenges to retail stores. Such customers can be presumed to have a high disposable income and may buy more lifestyle or fashion products. Since they shop so frequently, they must continually be entertained and attracted to make repeat purchases at stores. When targeting this segment, companies must be able to get new stock every week, and update their marketing strategies continuously. As monthly customers can buy the products in bulk so they can shop during (M.B.B) and other offer seasons but we can give every week big discounts to customers so its more difficult to increase the customer base of weekly customers. It can be increased if employee handle the customer well, display of the product, and ambience of the retail outlet is good.

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Data :
Consumers were asked to answered that during which offer they shop most at Big Bazaar. The object of this question is to understand the type of offers which effect the sales of Big Bazaar.

Analysis:
From the table, and pie chart depicted above, the distribution of the consumers is evident. Of the 100 respondents who answered the questionnaire, 50% customers purchase decision are effected by M.B.B(Monthly Bacaht Bazaar ) 30% are influenced by
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Wednesday Bazaar and only 20% got influenced by weekend offers.

Interpretation:
By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify the offers which influence the customers most while purchasing at Big Bazaar. Appropriate decisions can be made keeping these numbers in mind. We should increase the no. of offers days as we can give fortnightly offers, and other additional discounts which are not available outside of Big Bazaar, so that we can increase loyal customers so that they can influence more people and our customer base can be increased. Secondly we can increase our advertisement on electronic media as now days customers are also influenced by adds on TV, and other electronic media, about different offers as many customers are not aware of different offers going on at Big Bazaar.

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Q.6) What do you mostly shop at the Big Bazaar stores?

Data :
Consumers approached were asked to indicate the types of products they mostly shopped at Big Bazaar. The types of products presented were Clothing, Accessories, Groceries and others. These products were identified by observation and interview as the most popular products that consumers shop for frequently.

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Analysis :
From the table, and pie chart depicted above, the products frequently shopped for by consumers is evident. Of the 100 respondents who answered the questionnaire, 32% indicated that they essentially shopped for Groceries, 30% Clothing, 15% others (Luggage, Footwear etc), and 25% Accessories . It is evident from the responses and the subsequent tabulation that consumers, on an average, frequently shop for products in the following descending order: Clothing, Accessories, Others and Groceries.

Interpretation :
Of the consumers approached, 100 people agreed to fill in the questionnaire and this specific question. This question is aimed at identifying the products consumers shop for frequently at retail outlets. The product categories laid before the respondent are the result of observation and interview. By analysing the responses to this question, I the researchers, as well as companies, can identify the main attractions of products and services offered. The high number of responses indicate that a large number of consumers visit retail outlets for groceries. Approx One-third of the respondents indicated that they visit retail outlets to purchase Clothes. To the retail stores, the above tabulated responses lead to a very important result. Groceries is the fastest moving consumer good. Retail outlets that provide groceries and apparels can see a higher rate of turnover and sales volume

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Q.7) Are you aware with Big Bazaar own brands?

Data :
Consumers approached were asked if they were aware about the Big Bazaar own brands as Food Bazaar, Tasty treat, Dj&C etc.

Analysis :
From the table, and pie chart depicted above, the awareness about big bazaar own brands in the consumers is evident. Of the 100 respondents who answered the questionnaire, 40 replied that they were aware about Food Bazaar 25 were aware about Tasty treat and 35 were aware about Dj& C brand.

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Interpretation :
This question is aimed at the awareness in customers about the Big Bazaar own brands. The object is also to analyze how to increase awareness about the Big Bazaar own Brands among consumers. By analysing the responses to this question, I the researchers, as well as companies, can identify the awareness about the big bazaar own brands among consumers. This indicates that although most consumers are aware about the big bazaar brands Food Bazaar brands are more popular then other brands.

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Data :
Consumers approached were asked about their satisfaction level with the Big Bazaar own Brands. This question was answered by 100 consumers

Analysis :
From the table, and pie chart depicted above, the satisfaction level among the customers about Big Bazaar own brands Of the 100 respondents who answered the questionnaire, 65 replied yes that they were satisfied with the big bazaar brands and there were 35 people who were not satisfied with big bazaar brands.

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Interpretation :
Of the consumers approached, 100 people agreed to fill in the questionnaire and this specific question. This question is aimed at satisfaction level among the customers for big bazaar brand. By analysing the responses to this question, I the researchers, as well as companies, can identify that many customers are satisfied with the own brand of big bazaar.From the tabulated data depicted above and responses of the consumers, we can see that to promote own brand we should advertise more and packaging can be made more attractive.

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Q.9) In which area of operation at Big Bazaar improvement is needed?

Data :
Consumers were asked to answered that in which operation they want improvement at Big Bazaar. The objective of this question is to understand the improvement area at Big Bazaar.

Analysis :
From the table, and pie chart depicted above, the distribution of the consumers is evident. Of the 100 respondents who answered the questionnaire,45% customers need improvement in Cashier speed 30% are not satisfied with the staff knowledge about the
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product 25% thought waiting process management is not good at Big Bazaar.

Interpretation : By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify the improvement areas in supply chain management operations at Big Bazaar. Appropriate decisions can be made keeping these numbers in mind. We should increase the no. of cashiers atleast on Wednesday Bazaar, Weekends, Monthly Bachat Bazaar. Secondly we can increase sources of entertainment to manage the waiting process management ,we can play good songs so that customers are not irritated during waiting.

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CHAPTER-4 FINDINGS AND CONCLUSIONS

FINDINGS :
Generally youth and womens are the main customers at Big Bazaar.

Electronic media has an great impact on customers they are getting aware about new products and related offers.

Due to availability of all products under one roof and near by their house helps customers to shop weekly and shop fresh every time.

Groceries are the main items purchased by the customers and they are aware about big bazaar brands and mostly are satisfied with them.

All the customers want that their time should not waste after shopping, number of cashiers should be increased ,waiting process management should be made good.

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CONCLUSIONS :
The report reveals that there is huge scope for the growth of organized retailing and improvement of Big Bazaar Store in Allahabad city.

With the changing lifestyle, modernization and westernization there exists a huge scope for the growth of Big Bazaar store and is therefore a threat to unorganized retailing.

Big Bazaar store are able to provide almost all categories of items related to food, health, beauty products, clothing & footwear, durable goods so it become quite easier for the customer to buy from one shop and hence is a convinient way of shopping when compared to unorganized retailing.

Aggressive Marketing is the key to increasing the market share in this area, since the market has a lot of potential both in terms of untapped market

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RECOMENDATION
To increase more footfalls more promotional activities must be carried out. For this BIG BAZAAR can either offer more discounts or increase their advertisements. Increase in the number of footfalls will lead to increase in sales.

Allowing more space between the entrance of a store and a product gives it more time in the shoppers eye as he or she approaches it. It builds a little visual anticipation.

The number of trial rooms available at BIG BAZAAR is very less as compared to the number of people coming. This usually results in long queues and waiting by customers.

Install more full length mirrors inside the store so as to assist the customers to make better purchase decisions.

Play light music inside the store to make the shopping a pleasurable experience.

They can also exhibit their new line of clothing through events like fashion shows.

Baskets should be scattered throughout the store, wherever shoppers might need them. Many customers dont begin seriously considering merchandise until they have browsed a bit.
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LIMITATIONS
This research has a number of limitations that must be acknowledged.

First, the sample used for this study consisted mostly of college students. Therefore, these results may not be applicable to the wider population in general.

Secondly, the results of this study are limited to a specialty retail branded purchasing context.

Lastly, it must be acknowledged that there may be numerous other variables that contribute to the development of customer satisfaction, customer loyalty, and word of mouth communication which are briefly touched upon below.

To convince the people for a proper interviewing process is also difficult.

The figures have been taken as approximations.

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BIBLIOGRAPHY/REFERENCES
Websites referred are as follows:

www.pantaloon.com www.retailindia.com www.slideshare.com www.scribd.com www.e-book.com

Books:

Kishore Biyani (2007), It Happened In India (1 ' Edition), Rupa Publications.

Stephen Covey (1994), The Seven Habits Of Highly Effective People (6' Edition), Simon & Schuster UK Ltd.

Anthony Robbins (1992), Awaken The Giant Within You (I" Edition), Simon & Schuster UK Ltd. Robbins, Stephen P. (2004), Organizational Behavior OW Edition), Prentice-Hall India

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