A A

PROJECT REPORT
ON

CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR

In fulfillment of the requirements for In fulfillment of the requirements for Post Graduate Dip loma in Business Ma nagement (PG DBM) Post Graduate Dip loma in Business Ma nagement (PG DBM) (2009-2011) (2009-2011)

UNDER THE GUIDANCE OF: UNDER THE GUIDANCE OF: Prof. Dr. Seem G!r"# r Prof. Dr. Seem G!r"# r $M r%e&!'( F )*+&, $M r%e&!'( F )*+&, -

SUBMITTED SUBMITTED TO: TO: Prof. Prof. Dr. Dr. Seem Seem G!r"# G!r"# r r $M $M r%e&!'( r%e&!'( F F )*+&,)*+&,-

SUBMITTED SUBMITTED B.: B.: HAR/EEN0AUR HAR/EEN 0AUR Ro++ Ro++ 'o. 'o. 1 1 2332 2334

GURU GURU NANA0 NANA0 INSTITUTE INSTITUTE OF OF MANAGEMENT MANAGEMENT

Ro " 'o. 546 P*'7 8! B (#6 Ne9 De+#!1::33;2 Ro " 'o. 546 P*'7 8! B (#6 Ne9 De+#!1::33;2

CERTIFICATE

This is to certify that Miss. H r+ee' 0 *r , student of Guru Nanak Institute of Management has completed her Project report on WITH REFERENCE TO BIG BAZAAR CUSTOMER SERVICE

in the year 200 !20"" in final

fulfillment of Post Graduate #iploma in $usiness Management %PG#$M&. 'he has successfully completed the project under my constant guidance and support.

S!(' &*re of Pro7e)& G*!"e

$DR. SEEMA GIRDHAR-

DEC/ARATION

I here(y declare that the Project report titled REFERENCE TO BIG BAZAAR

CUSTOMER SERVICES WITH

is my original )ork and has not (een

pu(lished or su(mitted for any degree, diploma or other similar titles else)here. This has (een undertaken for the purpose of partial fulfillment of Post Graduate #iploma in $usiness Management at Guru Nanak Institute of Management.

#ate* -oll no.* .00.

+arleen ,aur

PREFACE

This project report attempts to (ring under one co/er the entire hard )ork and dedication put in (y me in the completion of the project )ork on 0ustomer ser/ices )ith reference to $ig (a1aar. I ha/e e2pressed my e2periences in my o)n simple )ay. I hope )ho goes through it )ill find it interesting and )orth reading. 3ll constructi/e feed(ack is cordially in/ited.

AC0NOW/EDGMENT

It is really a matter of pleasure for me to get an opportunity to thank all the persons )ho contri(uted directly or indirectly for the successful completion of the project report, 40ustomer 'er/ices 5ith reference To $ig $a1aar6. 7irst of all I am e2tremely thankful to my college G*r* N ' % I'<&!&*&e of

M ' (eme'& for pro/iding me )ith this opportunity and for all its cooperation and contri(ution. I also e2press my gratitude to my Project mentor and guide Prof.

Dr. Seem G!r"# r . I am highly thankful to our respected project guide for gi/ing me the encouragement and freedom to conduct my project. I am also grateful to all my faculty mem(ers for their /alua(le guidance and suggestions for my entire study. I )ould also like to thank the $ig $a1aar team for e2tending their /alua(le time and cooperation.

+arleen kaur -oll No.* .00.

INDE=

CONTENTS
". 2. =. ?. B. .. C. D. . "0. "". "2. INT-8#90TI8N 08MP3N: P-87I;< M3-,<TING MI> 09'T8M<- ' <-@I0<' IN $IG $3A33'58T 3N3;:'I' -<'<3-0+ M<T+8#8;8G: #3T3 3N3;:'I' 7IN#ING' 87 T+< -<P8-T 08N0;9'I8N -<08MM<N#3TI8N' $I$;I8G-3P+: 3NN<>9-< * E 9<'TI8NN3I-<

INTRODUCTION

Pantaloon -etail %India& ;imited, is IndiaFs leading retailer that operates multiple retail for mats in (oth the /alue and lifestyle segment of the I ndian consumer marker. +eadGuartered in Mum(ai %$om(ay&, the company operates o/er B million sGuare feet of retail space, has o/er ?B0 stores across ?0 cities in I ndia and emp loys o/er "D,000people. The companyFs leading formats include Pantaloons, a chain of fashion outlets, $ig $a1aar, a uniGuely I ndian hyper market chain, 7ood $a1aar, a super mar ket chain, (lends the look, touch and feel of I ndian (a1aars )ith aspects of moder n retail like choice, con/enience and Guality and 0entral, a chain of seamless destination malls. 'ome of its other for mats include, #epot, 'hoe 7actor y, $rand 7actor y, $lue 'ky, 7ashion 'tation. The company also operates an online portal, future(a1aar.com. 3s customers tastes and preferences are changing, the market scenario is also changing from time to time. It is the changing tastes and preference of customer )hich has (ought in a change in the market. I ncome le/el of the people has changed. Ne) generation people are no more dependent on haat market and far off departmental stores. Today )e can see a ne) era in market )ith the opening up of many departmental stores, hyper market, s hoppers s top, malls, (randed retail outlets and specialty stores. . My s tudy is (ased on a sur/ey done on customers of a hypermarket named (ig (a1aar. $ig (a1aar is a ne) type of market )hich came into e2istence in India since " ?. It is o)ned (y pantaloon r etail India ;td. I t is a type of market )here /arious kinds of products are a/aila(le under one roof. My study is on determining the customers (uying (eha/ior of customers in (ig (a1aar and the satisfaction le/el of customers in (ig (a1aar. My study )ill find out the current status of (ig (a1aar and determine )here it stands in the cur rent

market. This market field sur/ey )ill help in kno)ing the present cus tomers tastes and preferences. It )ill help me in es timating the customers future needs, )ants H demands.

COMPAN. PROFI/E

BIG BAZAAR

B!( B > r is a chain of

hyper marketsin India, )ith more than "00 s tores in operation. It is a 9nited 'tates ! (ased

su(sidiar y of 7uture Group @enture ;tdIs, and follo)s the (usiness model of 5al!Mart.F )!+!&!e< offere" 8, B!( B > r

8nline s hopping* $ig $a1aar has an official

)e(site, 7uture$a1aar.com, )hich is one of the most fa/or ite s ites among people of I ndia for online shopping. 7utur e $a1aar is an online (usiness /enture of 7 uture Group, )hich sells an assortment of products such as fashion, )hich includes merchandise for men and )omen, mo(ile accessor ies, mo(ile handsets and electronics like home theatres, /ideo cameras, digital camera, ;0# T@s, kitchen appliances and many more. #iscounts * 4+fte ka sa(se sasta din )as introduced (y the $ig $a1aar, )herein e2tra and special discounts )ere offered on 5ednesday e/ery )eek, to attract the potential (uyers into their store. 'ecurity check* 3t each e2it of $ig $a1aar, they use alarm systems or <lectronic 3rticle 'ur /eillance s ystem, )hich detects the products that has attached tags or not.

".

B!( B > r is a chain of hyper mar ket in India, )hich caters to e/ery familyFs needs and

reGuirements. 2. $ig $a1aar has released the doors for the fashion )orld, general merchandise like sports

goods, cutlery, crockery, utensils, and home fur nishings etc. at (est economical pr ices. =. $ig $a1aar group offers more than "00 stores all o/er the countr y )ith an amalgamation

of I ndian (a1aarsF feel and touch )ith a con/enience and choice of the modern retail facilities ?. The )or ld)ide countr y chain, $ig $a1aar, is for med (y 0<8 of 7 uture Group, Mr.

,is hore $iyani. Their (asic attraction associated )ith reasona(le pr ices is their 9niGue 'elling Price.

B.

$ig $a1aar has (ecome a mass i/e hit )ith lo)er middle! class and middle class people as

a major client (ase. .. -eflect the look and feel of Indian (a1aar s at their moder n outlets.

GROUP VISION
4To deli/er </er ything, </er y)here, </erytime to </er y Indian 0ons umer in the mos t profita(le manner.6

GROUP MISSION
" 5e share the /ision and (elief that our customers and stakeholders shall (e ser/ed only (y creating and e2ecuting future scenarios in the consumption space leading to economic de/elopment. 2 5e )ill (e the trendsetters in e/ol/ing deli/er y for mats, creating retail realty, making consumption afforda(le for all customer segments J for classes and for masses. = 5e shall infuse I ndian (rands )ith confused and rene)ed am(ition ? 5e shall (e efficient and cost! conscious and committed to Guality in )hate/er )e do.

Bo r" of "!re)&or<
". Managing director Mr kis hore $iyani

2.

5holetime #irector Mr Gopikis han $iyani Mr -akesh $iyani

=.

#irector Mr 'hailes h +ar i(hakti Mr '.#ores)amy Mr #arlie ,oshy Mr 3nil +arish

BIG BAZAAR SUPER CENTER

$ig $a1aar +yper mart chain in India 8utlet Parent Group 7uture Group 8)ner 7ounded 200" +ead Euarter Koges h)ar i, Mum(ai Industr y -etail Tagline Is se sas ta aur accha kahin nahi ,ishore (iyani "?0 8utlets

OBJECTIVES

". 2. =. ?. B.

To analy1e ho) the mi2 influence the customer satisfaction le/el. To deter mine the current status of (ig (a1aar. To study the satisfaction le/el of customers )ith regard of (ig (a1aar. To find out the (uying (eha/ior of the customers coming in to $ig $a1aar. To identify main competitors of $ig $a1aar )ith regard to ser /ices.

IMPORTANCE OF STUD.

Its pro/ide guideline for further research in area for or gani1ed retail. -esearch says a(out customer (uying (eha/ior to)ards $ig $a1aar. The resear ch is also important to identify Market si1e, gro)th and Market Potential of $ig $a1aar. The r esearch sho)s future 'cenar io of $ig $a1aar in current perspecti/e. The study s ho)s 8pportunities and challenges for $ig $a1aar respect of inter nal H e2ternal en/ironment. -es earch say a(out main competitor s in the field of organi1ed retail sectors. The study pro/ide guideline to further e2tension of $ig $a1aar. The study pro/ide help to kno) the customer s satisfaction )ith $ig $a1aar stores.

SCOPE OF STUD.
The scope of this research is to identify the (uying (eha/ior of customers of $ig $a1aar. This research is (ased on pr imary data and secondary data. This study only focuses on ur(an (uying (eha/ior of customers. The study does not say anything a(out r ural (uying (eha/ior of customer (ecause rural normsLstatusLattitude H acceptance of the rural customers differ s )ith ur(an customers. I t pro/ides help to further the research for organi1ed retail sector. It aim to understand the skill of the company in the area like technological ad/ancement, competition in management.

CORE VA/UES " Indianness! 0onfidence in our sel/es 2 ;eadership!To (e leader in thought H (usines s = 8penness!To (e open in H recepti/e to ne) ideas, kno)ledge H infor mation ? 3dapta(ility! To (e fle2i(le H adapta(le, to meet ne) challenges.

MAR0ETING MI=

? P@S of B!( B > r

PRODUCT MI=
3pparels +ome 0are 0hill 'tation 7ar m Produce

#enims H 'hirts 'hampoos 7a(r ics

'oft #rink 7ruits

#etergents Packaged Kuices @egeta(les 'oaps M ilk Items I mpor ted 7ruits

7ormal 5ear 0asual 5ear

;iGuid 5ash 7ro1en 7oods #airy Products

PRICE MI=
@alue Pricing % <#;P& Promotional Pr icing ;o) Interest 7 inancing Psychological #iscounting 'pecial </ent P ricing #ifferentiated Pricing Time Pricing $undling

P/ACE MI=

Initially Identifies 7utureLPotential de/elopment ar eas. 3cGuire s uch areas at an ear ly phase (efore the real estate /alue (ooms. ;ocated at high traffic areas. #esign to look cro)ded.

PROMOTION MI=

4'aal ,e 'a(se 'aste = #in6 7uture 0ard%=M#iscount& 3d/ertising%Print ads, T@ 3ds, -adio& $rand <ndorsement (y M.' #+oni <2change 8ffer 5eekend #iscount Point of Purchase Promotion

CUSTOMER SERVICES WITH REFERENCE TO BIG BAZAAR

C*< &ome r < erA!)e is the pro/ision of ser/ices to customer s (efore, dur ing and after a purchase. 3ccording to Tur(an 40ustomer ser /ice is a ser ies of acti/ities designed to enhance the le/el of customer satisfaction J that is, the feeling that a product or ser /ice has met the customer e2pectation.N Its importance /ar ies (y product, industr y and customerO defecti/e or (roken merchandise can (e e2changed, often only )ith a receipt and )ithin a specified time frame. $ig $a1aar )ill often ha/e a desk or counter de/oted to dealing )ith returns, e2changes and complaints, or )ill per form related functions at the point of saleO the percei/ed success of such interactions (eing dependent on employees N)ho can adjust themsel/es to the per sonality of the guest,N 0ustomer ser/ice plays an impor tant role in an organi1ationIs a(ility to generate income and re/enue. 7rom that perspecti/e, customer ser /ice s hould (e included as part of an o/erall approach to systematic impro/ement. 3 customer ser /ice e2per ience can change the entire perception a customer has of the or gani1ation. 0ustomer s upport is a range of customer ser /ices to assist customers in making cost effecti/e and correct use of a product. It includes ass istance in planning, installation, training, trou(le shooting, maintenance, upgrading, and disposal of a product.

3 multi!task position dra)ing on e2tensi/e CUS TOMER SERVICE e2per ience to ad/ance a pro/en track record for de/eloping and maintaining key accounts and impro/ing departmental efficiencies.

O87e)&!Ae< of C*<&omer SerA!)e<

Pro/ide cus tomers and staff )ith clear standards and e2pectations <nsure all customer contact reaches an appropr iate conclus ion M inimi1e incidences of repeat contact 'eek to pro/ide a seamless ser /ice for customers Pro/ide eGual and easy access to our ser /ices at a time, place and channel that meet the needs of residents, (usinesses and other stakeholders 0ater for customers needs irrespecti/e of age, gender, physical or financial a(ility, ethnic or igin, race, religion or geographical location Pro/ide a prompt, courteous and kno)ledgea(le response to all customer enGuir ies. <Guip our staff to pro/ide customers )ith an e2cellent standard of ser /ice <na(le our cus tomers to pro/ide feed(ack eas ily, through complaints, customer s ur/eys, etc 9se customer compliments, comments and complaints to dri/e impro/ements to ser /ice I mpro/e the speed, Guality and consistency of response to enGuiries (y ha/ing our infor mation in a for mat that can (e easily accessed

C*<&omer Se(me'& &!o' of B!( B > r

$ig $a1aar target higher H upper middle class customers. The lar ge and gro)ing young )orking population is a preferred customer segment. $ig $a1aar specially targets )orking )omen H home markets )ho are the pr imar y decision maker.

Good customer ser /ice is the life(lood of any (usiness. :ou can offer promotions and s lash pr ices to (ring in as many ne) customers as you )ant, (ut unless you can get some of those customers to come (ack, your (usiness )onIt (e profita(le for long. Good customer ser /ice is all a(out (ringing cus tomers (ack. 3nd a(out sending them a)ay happy ! happy enough to pass positi/e feed(ack a(out your (usiness along to others, )ho may then tr y the product or ser /ice you offer for themsel/es and in their turn (ecome repeat customers.

B!( 8 > r *<e B (o+"e' r*+e< &o "e + 9!&# C*<&omer SerA!)e<.
3ns)er the phone. #onFt make promis e unless you )ill keep them. ;isten to your customer. #eal )ith complaints. $e helpful. Train your s taff to (e al)ays helpful, cour teous and kno)ledgea(le.

Take the e2tra step. Thro) in something e2tra.

C*<&omer < &!<f )&!o' !' 8!( 8 > r

The degree of cus tomer satisfaction you deli/er deter mines the le/el of long! ter m success you )ill achie/e in (usiness.6

C*<&omer < &!<f )&!o' &#e!r &oC Cr!or!&,

#onIt just make sales. 0reate customers ! satisfied customers. I n addition to the I mmediate profit they pro/ide on the firs t sale, satisfied cus tomers help you (uild your (usiness in 2 other important )ays* ". They (ecome a reser /oir of repeat (uyers. 7or some (usinesses that means repeat (uyers for more of the same product or ser /ice. 7or e/er y (usiness, it means (uyer s for additional products and ser/ices. 2. They automatically refer more (us iness to you from their friends and (usiness contacts. This is highly profita(le (usiness for you (ecause it does nIt cos t you any time or money to get it.

C*<&omer< <erA!)e< offere" 8, B!( B > r

8nline s hopping* $ig $a1aar has an official )e(site, 7uture$a1aar.com, )hich is one of the mos t fa/orite sites among people of India for online shopping. 7 utur e $a1aar is an online (us iness /enture of 7 uture Group, )hich sells an assortment of products s uc h as fashion, )hich

includes merchandise for men and )omen, mo(ile accessor ies, mo(ile handsets and electronics like home theatres, /ideo cameras, digital camera, ;0# T@s, kitchen appliances and many more. #iscounts * 4+fte ka sa(se sasta din )as introduced (y the $ig $a1aar, )herein e2tra and special discounts )ere offered on 5ednesday e/er y )eek, to attract the potential (uyers into their store. 'ecurity check* 3t each e2it of $ig $a1aar, they use alarm s ystems or <lectronic 3r ticle 'ur /eillance s ystem, )hich detects the products that has attached tags or not.

C*<&omer or!e'&e" S&r &e(,

3ttracting H retaining customers. 9ses Non! Traditional 'trategy. Mo/ing demo!trolley. 9sed young population as strategic (less ing. 3ttracti/e #esign, interior H good atmosphere.

ComCe&!&or< of B!( B > r 9!&# re( r" &o <erA!)e<

5al!Mart -eliance 'hopper s stop @is hal mega mar t ;ocal retailers

B!( B > r & r(e&< &o 8e )#!eAe" The aim is to increase the retail (usiness to around =0 million sGuare feet (y 20"" as compared to D million sGuare feet of no). To (ecome a su(stantial part of e/ery I ndianFs )allet. To get across =0M of the population of entire nation )hich is no) just DM. To increase organi1ed retail from =M to at least "D!20M in ne2t 2 years.

SWOT ANA/.SIS

:.

S&re'(&#<
</er yday lo) pricing Point of purchase <2per ience marketing team e2ecuti/e staff <mphasis on pro/iding total customer satisfaction @ariety of stuff under single roof Maintain good employee!employer relationship

;.

We %'e<<
7ailing re/enueLsG.ft 9na(le to meet store tar gets 9na/aila(ility of popular (rands

D.

OCCor&*'!&!e<
Population of country is gro)ing )here the scope of market is kept on increasing for

retail sector. </o l/ing consumer preference 8rgani1ed retail presently nearly BM in I ndia. 'o it acts as a great oppor tunities to the organi1ation for its gro)th.

?.

T#re &<
0ompetition from organi1ed retail players )hich are in market and are emerging.

0ompetition from local retailers.

RESEARCH METHODO/G.

Me&#o"o+o(, "oC&e" for <&*",

8(ser/ing the )orking of /ar ious departments like finance. +uman resource, marketing, purchas ing, production. #iscuss ion )ith the e2ecuti/es, managers, employees. @is iting H s urfing )e(s ites of company.

Me '!'(
-esearch Methodology is a set of /arious methods to (e follo)ed to find out /arious infor mationFs r egarding market s trata of different products. -esearch Methodology is reGuired in e/ery industr y for acGuiring kno)ledge of their products.

Are of <&*",
The study is e2clusi/ely done in the area of marketing. It is a process reGuir ing care, sophistication, e2perience, (usiness judgment, and imagination for )hich there can (e no mechanical su(stitutes.

So*r)e< of D &
Pr!m r, So*r)e Se)o'" r, So*r)e Primary 'ource! The primar y data )as collected (y means of a sur/ey. Euestionnaires )ere prepared and customers of the (ig (a1aar at t)o (ranches )ere approached to fill up the Guestionnaires. The Guestionnaire contains 20 Guestions )hich reflect on the type and Guality of ser/ices pro/ided (y the $ig (a1aar to the customers. The response o f the customer is recorded

on a grade scale of s trongly disagree, disagree, uncertain, agree and strongly agree for each Guestion. The filled up infor mation )as later analy1ed to o(tain the reGuired interpretation and the findings. 'econdary 'ource! In order to ha/e a proper understanding of the customer ser/ice of $ig $a1aar a depth study )as done from the /ar ious sources such as (ooks, a lot of data is also collected from the official )e(sites of the $ig (a1aar and the articles from /ar ious sear ch engines like Google, yahoo search and ans)er s.com.

RESEARCH DESIGN
The research design is e2plorator y till identification of customer ser/ices parameters. ;ater it (ecomes descr ipti/e )hen it comes to e/aluating customer perception of customer ser/ice of the (ig (a1aar. De< )r!C&!Ae re< e r)# , also kno)n as <& &!<&!) + re<e r)# , descri(es data and character istics a(out the population or phenomenon (e ing studied. #escr ipti/e resear ch ans)ers the Guestions )ho, )hat, )here, )hen and ho). 3lthough the data description is factual, accurate and systematic, the research cannot descri(e )hat caused a situation. Thus, descripti/e research cannot (e used to cr eate a causal relationship, )here one /aria(le affects another. In other )ords, descr ipti/e research can (e said to ha/e a lo) reGuirement for inter nal /alidity. The description is used for freGuencies, a/erages and other statistical calculations. 8 ften the (est approach, prior to )riting descripti/e research, is to conduct a sur /ey in/es tigation. E ualitati/e

research often has the aim of descr iption and researchers may follo)!up )ith e2aminations of )hy the o(ser /ations e2ist and )hat the implications of the findings are.

RESEARCH SAMP/E
'3MP;ING P;3N * 'ince it is not possi(le to study )hole uni/ers e, it (ecomes necessary to take sample from the uni/erse to kno) a(out its character istics. 'ampling 9nits* 0ustomers of $ig (a1aar. 'ample TechniGue* -andom 'ampling. -esearch Ins trument* ' tructured E uestionnaire. 0ontact Method* Per sonal I nter /ie). '3MP;< 'I A<* The )ork is a case of $ig (a1aar one of the -etail 'ector industr y together representing great per cent of the market share of I ndian retail sector. The sur /ey )as conducted in the city of #elhi )ith t)o (ranches of (ig (a1aar, )ith B0 customers as respondent.

DATA CO//ECTION TOO/

#ata is collected from /arious customers through personal interaction. 'ome other information is collected through secondary data also. #ata )as collected through a str uctured Guestionnaire, liker t techniGue is used. ;ikert scale is simply a statement )hich the respondent is asked to e/aluate according to any kind of su(jecti/e or o(jecti/e criter ia, generally the le/el of agreement and disagreement is measured

;ikert scaling is a (ipolar scaling method , measur ing either positi/e or negati/e response to a statement The Gues tionnaire consists of t)o parts. The fir st part consists of three Guestions concer ning the demographic information of the respondent s uch as the name, age, educational Gualifications and income. The second part consisting of "D Guestions e2ploring the respondentFs perception a(out the customer ser /ices of (ig (a1aar.

RESEARCH /IMITATIONS
The study is only for the (ig (a1aar confined to a par ticular location and a /er y small sample of respondents. +ence the findings cannot (e treated as representati/e of the entire retail industry. -espondents may gi/e (iased ans)ers for the reGuired data. 'ome of the respondents did not like to respond. -espondents tr ied to escape some statements (y simply ans)ering 4neither agree nor disagree6 to most of the statements. This )as one of the most important limitation faced, as it )as difficult to analyse and come at a right conclusion. In our study )e ha/e included B0 customers (ecause of time limit.

DATA ANA/.SIS

Eues. I')ome

MONTH/. INCOME Be+o9 R<.:3333 R<.:3333 F R<.;3333 R<.;3333 F R<.D3333 A8oAe R< .D3333 TOTA/

FREEUENC. PER CENTAGE CUMU/ATIVE PERCENTAGE 2 ? ? "0 20 2?

"2 2? ?D

2. B2 "00 B0 "00

MONTH/. INCOME
? 20 $elo) -s."00 00 -s."000 0 J -s.2 000 0 2? -s.2000 0 J -s.= 000 0 3(o/e -s.= 0000

B2

INTERPR ETATION 7rom the ta(le and graph a(o/e it can (e seen that ?M respondentFs income are (elo) "0000. 20M respondentFs income are (et)een "0000 to 20000. 2?M respondentFs age income are (et)een 20000 to =0000. B2M respondentFs income are a(o/e =0000.

Eues. E"*) &!o' + G* +!f!) &!o'<

CATEGOR . FREEUENC. PER CENTAGE CUMU/ATIVE PERCENTAGE UNDER GRADUATE GRADUATE POS T GRAD UATE TOTA/ "2 2? 2? 2. B2 C. "2 2? "00 B0 "00

E"*) &!o' + G* +!f!) &!o'<

=0 2B 20 "B "0 B 0 '0+88; G-3#93T< P8'T G-3#93T< <ducational Gualifications

INTERPR ETATION 7rom the ta(le and graph a(o/e it can (e seen that "2M respondents are 9nder graduate. 2.M respondents are Graduate. "2M respondents are Post graduate.

Eues. " +o) freGuently do you /is it $ig $a1aar.

SCA/E FREEUENC. T9!)e !' 9ee% O')e !' 9ee% D*r!'( S Ce)! + offer< W#e'eAer &#e 'ee" r!<e< TOTA/ C "D "B "0 B0

Ho9 freG*e'&+, "o ,o* A!<!& B!( B > r.

"00M 0M D0M C0M .0M B0M ?0M =0M 20M "0M 0M

C "D "B "0 +o) freGuently do you /isit $ig $a1aar.

T)ice in a )ee k

8nce in a )e ek

#uring 'pe cial offers

5he ne/er the nee d arises

INTERPR ETATION This is aimed at understanding ho) freGuently customer /isit s hops H (uy their product or a/ail their ser/ices. The highest responses ha/e (een attr i(uted to once a )eek shopping. 'uch customer can (e presumed to ha/e high disposal income H may (uy more daily H fas hion products. 5hereas "BM of them /isit during special offers, "DM )hen need arises, CM t)ice in a month.

Eues. 2 3re you happy )ith the location of $ig $a1aar.

SCA/E FREEUENC. PER CENTAGE .e< No TOTA/ == .. "C =? B0 "00

Are ,o* # CC, 9!&# &#e +o) &!o' of B!( B > r.

=? :es .. No

INTERPR ETATION $ig $a1aar phys ical facilities are /is ually appealing. 7 rom this statement I found that ..M of people are happy )ith the location of (ig (a1aar as compare to other =?M. It means that (ig (a1aar is a/aila(le at most preferr ed places.

Eues. = 'taff )as a/aila(le in a timely manner.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE E=CE//ENT GOOD AVERAGE FAIR TOTA/ "D =. =. 2? ?D D? = . 0 B "0 "00 B0 "00

S& ff 9 < A !+ 8+e !' &!me+, m ''er.

"0M .M =.M <>0<;;<NT G88# 3@<-3G< ?DM 73I-

INTERPR ETATION Total sample si1e )as B0. +ere analys is sho)s that among the total respondents ?DM people agreed )ith this statement. They think that $ig $a1aar staff )as a/aila(le in a timely manner.

=.M people rate this statement as e2cellent. 3lso .M H "0M respondents rate it as a/erage and fair.

Eues. ? 'taff greeted you and offered to help you.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE E=CE//ENT GOOD AVERAGE FAIR POOR TOTA/ " 2 2 "0 20 22 "B =0 B2 "D =. DD . "2 "00 B0 "00

S& ff (ree&e" ,o* '" offere" &o #e+C ,o*

20 "D ". "? "2 "0 D . ? 2 0 <>0<;;<NT G88# 3@<-3G< 73I- P88'taff gree ted you and offered to help you

INTERPR ETATION <mployees in $ig (a1aar are )illing to help you. 5ith this statement more respondent gi/e )eightage to a/erage. Good )ere "0 people i.e. 20M respondents, "D people agreed i.e. =.M respondents agreed .

Eues. B 'taff ans)ered your Guestions.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE E=CE//ENT GOOD AVERAGE FAIR POOR TOTA/ D ". ". 2" ?2 BD "= 2. D? B "0 ? = . "00 B0 "00

S& ff '<9ere" ,o*r G*e<&!o'<.

2B 20 "B "0 B 0 'taff ans)ered your Guestions.

INTERPR ETATION 7rom my analysis I found that ?2M respondents agreed that employees of (ig (a1aar ha/e complete kno)ledge to ans)er their Gues tions. 2.M respondents rate it as a/erage to this statement and only ".M to e2cellent. "0M to fair M .M to poor.

Eues. . 'taff s ho)ed kno)ledge of the productsLser/ices.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE E=CE//ENT GOOD AVERAGE FAIR POOR TOTA/ "" 22 22 "C =? B. "2 2? D0 C "? ? = . "00 B0 "00

S& ff <#o9e" %'o9+e"(e of &#e Cro"*)&<H<erA!)e<.

"? . 22 <>0<;;<NT G88# 2? =? 3@<-3G< 73IP88-

INTERPR ETATION <mployees of (ig (a1aar unders tand specific needs and ha/e great kno)ledge of all product H ser/ices. 5ith this statement most of the r espondents )ere rate this statement good i.e., =?M.. 3mong the total respondents 2?M respondents agreed )ith a/erage and 22M for e2cellent, "?M for fair and .M for poor.

Eues. C 'taff )as cour teous throughout.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE E=CE//ENT GOOD AVERAGE FAIR POOR TOTA/ = . . D ". 22 20 ?0 .2 "C =? . 2 ? "00 B0 "00

S& ff 9 < )o*r&eo*< &#ro*(#o*&.

20 "B "0 B 0 'taff )as courteous throughout.

INTERPR ETATION 3ccording to ?0M of people feel that <mployees of (ig (a1aar are /ery much courteous throughout. 8thers rate at it as =?M in fair, ".M as good , .M as e2cellent.

Eues. D 8/erall, ho) )ould you rate customer s er/ice of $ig $a1aar.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE E=CE//ENT GOOD AVERAGE FAIR TOTA/ ? D D "? 2D =. 2= ?. D2 "D "00 B0 "00

OAer ++6 #o9 9o*+" ,o* r &e )*<&omer <erA!)e of 8!( 8 > r
2B 20 "B "0 B 0 D & 8/e rall, ho) )ould you rate customer ser/ice of (ig (a1aar

INTERPR ETATION Most of the respondents agreed )ith this statement. 3ccording to my analysis, employees in (ig (a1aar gi/e prompt ser /ice. 3mong the total respondents agreed respondents rate ?.M as a/erage, 2DM as good, "DM fair H DM e2cellent.

Eues. :our complaints are constructi/ely handled.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE STRONG/. DISAGREE DISAGREE NEITHER AGREE NOR DISAGREE AGREE STRONG/. AGREE TOTA/ "0 20 0 B "0 "00 B0 "00 D ". ". ". =2 ?D "" 22 C0

.o*r )omC+ !'&< re )o'<&r*)&!Ae+, # '"+e"

'T-8NG;: 3G-<< 3G-<< N<IT+<- 3G-<< N8- P #I'3G-<< 'T-8NG;: #I'3G-<< 0 B "0 "B 20 D B "0 "" ". & :our complaints are constructi/ely handled

INTERPR ETATION 5hen you ha/e a pro(lem, (ig (a1aar s ho)s little interest in sol/ing it. 3fter analysing this statement I found that most of the respondents agreed i.e. =2M r espondents disagreed. 3lso I found that 22M )ere neutral )ith this statement and 20M )ere committed )ith disagree. There )as "0 strongly disagreed. +ence $ig $a1aar needs little impro/ement.

Eues. "0 'taff deli/ers the appropriate ser /ice as promised.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE DISAGREE NEITHER AGREE NOR DISAGREE AGREE "D "00 C "? "? =? .D D2

TOTA/

B0 "00

S& ff "e+!Aer< &#e CCroCr! &e <erA!)e < Crom!<e"

"D "? #I'3G-<< N<IT+<- 3G-<< N8#I'3G-<< .D 3G-<<

INTERPR ETATION <mployees in the (ig (a1aar tell you e2actly )hen the ser /ices )ill (e perfor med. Major ity of the respondents are neutral or uncertain )ith this statement."DM respondents )ere agree. 3t the same time "?M disagreed.

Eues."" 'taff communicate in a language that you understand.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE STRONG/. DISAGREE DISAGREE 2 ? ? 2 ? D

NEITHER AGREE NOR DISAGREE AGREE STRONG/. AGREE TOTA/

? D ".

"D =. B2 2? ?D "00 B0 "00

S& ff )omm*'!) &e !' + '(* (e &# & ,o* *'"er<& '"
2B 20 "B "0 B 0 22? "D 2?

'T-8NG;: #I'3G-<< #I'3G-<<

N<IT+<- 3G-<< N8- #I'3G-<< 3G-<<

'T-8NG;: 3G-<<

INTERPR ETATION 3ccording to s ur/ey, it has (een judged that staff of (ig (a1aar communicate in a language, )hich can (e easily understood (y the customer. 3s ?DM of respondent are strongly agree )ith this statement, =.M are agree and DM are uncertain.

Eues. "2 The (eha/ior of staff makes you feel that you can tr ust them and ha/e confidence in them.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE STRONG/. DISAGREE DISAGREE NEITHER AGREE NOR DISAGREE AGREE TOTA/ ? D "00 B0 "00 "D "D ". =2 B0 2" ?2 2

T#e 8e# A!or of <& ff m %e< ,o* fee+ &# & ,o* ) ' &r*<& &#em '" # Ae )o'f!"e')e !' &#em.
D "D 'T-8NG;: #I'3G-<< #I'3G-<< ?2 =2 N<IT+<- 3G-<< N8#I'3G-<< 3G-<<

INTERPR ETATION The employees of the (ank are little tr ust)orthy The (eha/ior of employees in (ig (a1aar (uilds confidence in you. +ere analysis sho)s that most of the people that is ?2M are uncertain, =2M are disagree, "DM are strongly disagree and DM are agree.

Eues. "= The store layout at this store makes it easy for customers to find )hat they need.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE STRONG/. DISAGREE DISAGREE NEITHER AGREE NOR DISAGREE AGREE STRONG/. AGREE TOTA/ "? 2D D0 "0 20 "00 B0 "00 = . . "2 2? =0 "" 22 B2

T#e <&ore + ,o*& & &#!< <&ore m %e< !& e <, for )*<&omer< &o f!'" 9# & &#e, 'ee".
'T-8NG;: 3G-<< 3G-<< N<IT+<- 3G-<< N8- #I'3G-<< The store layout at this store make s it easy for custome rs to find )hat they need.

#I'3G-<< 'T-8NG;: #I'3G-<< 0 B "0 "B

INTERPR ETATION $ig (a1aar has modern! looking and hi! tech eGuipments sys tem that clear ly sho)s customer, the product they )ant. They ha/e )ell designed s ystem. 2DM of respondent are agree )ith this statement, 2?M are disagree, 22M are uncertain, and 20M are strongly agree.

Eues. "? The store layout at this store makes it easy for customers to mo/e around the store.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE STRONG/. DISAGREE DISAGREE "B =0 =0 "D ?D

NEITHER AGREE NOR DISAGREE AGREE STRONG/. AGREE TOTA/

"2 2? C2

. "2 D? D ". "00 B0 "00

T#e <&ore + ,o*& & &#!< <&ore m %e< !& e <, for )*<&omer< &o moAe ro*'" &#e <&ore.
"00M 0M D0M C0M .0M B0M ?0M =0M 20M "0M 0M

"B "2 . D The store layout at this store make s it e asy for customers to mo/e around the store.

INTERPR ETATION 3ccording to research, it has (een o(ser /ed that store layout is not up to the mark as des ire (y the customer. $ecause =0M are strongly disagree, 2?M are uncertain, "DM are disagree and ".M are strongly agree.

Eues. "B $ig (a1aar pro/ides plenty of con/enient parking for cus tomers.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE STRONG/. DISAGREE DISAGREE NEITHER AGREE NOR DISAGREE AGREE STRONG/. AGREE TOTA/ B "0 . 2 ? "00 B0 "00 "D =. =. "B =0 .. "0 20 D.

B!( 8 > r CroA!"e< C+e'&, of )o'Ae'!e'& C r%!'( for )*<&omer<

'T-8NG;: #I'3G-<< "0 ? 20 N<IT+<- 3G-<< N8#I'3G-<< =0 3G-<< 'T-8NG;: 3G-<< =. #I'3G-<<

INTERPR ETATION 7rom the a(o/e data I interpret that there are more num(er of four )heeler coming to $ig $a1aar than t)o )heeler. People prefer to /isit (ig (a1aar )ith their families. 3nd people are not satisfied )ith the parking facility. 'o parking facility should (e good to attract lar ge num(er of customers.

Eues. ". $ig (a1aar accepts most major credit cards.

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE NEITHER AGREE NOR DISAGREE AGREE STRONG/. AGREE TOTA/ " =D B? 2= ?. "00 B0 "00 D ". ".

B!( 8 > r ))eC&< mo<& m 7or )re"!& ) r"<.

2B " 20 "B "0 B 0 N<IT+<- 3G-<< N8- #I'3G-<< 3G-<< 'T-8NG;: 3G-<< D $ig (a1aar acce pts most major cre dit cards. 2=

INTERPR ETATION 3ccording to research it has (een pro/ed that $ig $a1aar accept mos t major credit cards. ?.M of respondents strongly agree this statement, )hereas =DM agree and ".M are uncertain a(out this statement.

Eues. "C 5hat a(out the ser /ice could (e impro/edQ

SCA/E FREEUENC. PER CENTAGE CUMU/ATIVE PER CENTAGE SerA!)e ) ' 8e f <&erHmore eff!)!e'& . SerA!)e )o*+" 8e fr!e'"+!er. ? D =0 "" 22 22

S& ff < #o*+" )omm*'!) &e 8e&&er 9!& # )*<&omer. S&ore 'ee"< &o 8e )+e 'er. T#e +o) &!o' 'ee"< P r%!'(. T#e +o) &!o' 'ee"< &o 8e )+o<er. O& #er C+e <e <Ce)!f,. TOTA/

C "? ??

C "? BD "" 22 D0

D ". .

2 ? "00 B0 "00

W# & 8o*& &#e <erA!)e )o*+" 8e !mCroAe"

? ". 22 'er/ice can (e fasterLmore efficient . 'er/ice could (e friendlie r. 'taff should communicate (etter )ith customer. 'tore nee ds to (e cleaner. D 22 "? "? The location needs Parking. The location needs to (e closer.

8ther please specify.

INTERPR ETATION $y analy1ing the responses to this Guestion, I as a researcher, can identify the impro/ement ar eas in operations at $ig $a1aar. 3ppropr iate decis ions can (e made keeping these num(er s in mind. 5e should increase the space for parking H per for m ser/ices faster. 5e should clean the store regularly so that customer feel hygienic in the store. ;ess percentage is gi/en to (eha/ior, their communication and location.

FINDINGS OF THE REPORT

$ig $a1aar is undou(tedly num(er one retailer in I ndia. It has (uild /er y emotional H cordial relationship )ith its customers. They are also intending to (uild long ter m relations hip )ith all its stakeholders )hich is /ery essential for successful (usiness /enture. In order to attract customer they should pro/ide good parking facility 0leanliness and hygienic en/ironment is also the major concer n for (ig (a1aar. Management needs to (e focus on it. 'tore layout should also (e de/eloped in an efficient manner so that customer can get things easily. 3ccording to research I found that most of the people )ere affected H attracted )ith offers and schemes. 'o, $ig $a1aar s hould employ those people )ho are )ell trained to pro/ide information to customer regarding ne) things to enhance its customer ser/ices. 0onsumer choose malls to shop (ecause they all )ant /ariety and (rands. 3ccording to customers it is economical as compared to other places. 5e can also say that location, /ariety con/eniences and economical products are not the only thing )hich attract the cus tomer (ut good customer ser /ice is one of the cr ucial factor that attract customers.

RECOMMENDATIONS

3d/ertising is the (asic and most prominent tool to increas e the a)areness of product. 'o, $ig $a1aar should use this tool to increase their s har e in the market. -etail (usiness is successful only )hen they ha/e a good cus tomer ser /ices. 0us tomer loyalty can only (e gain (y pro/iding good or satisfied ser /ices to the customers. Most respondents take on the spot decision of (uying different products (ecause of the /arious attracti/e products displays. 'o pretty com(ination )ith good ser/ices should (e done to retain customers. Euality play a major role (ecause mos t respondent said that they )ant a Guality product and thatF s also the one of the reason for mos t of the respondents s ticking to particular (rand. 0ustomers are /ery pr ice conscious they are ha/ing many options in the market. The follo)ing steps should opt *! 'hould follo) more of high lo) pricing rather than e/er yday lo) pr icing 'hould go for a )eekly coupon system as it hold more of the loyal customers. 'hould pro/ide good customer ser/ices so that customer like to /is it again. There should (e a proper assortment of /arious product categories. Proper training should (e pro/ided to the customer so that they can deal )ith customer efficiently @arious offers can (e pro/ided to them to attr act ne) customers. Euality in product should (e reach up to mark.

CONC/USION

3s most of the retail industries did market research (efore enter ing into market. 'ame thing )as done (y $ig $a1aar. ;ocation, market, consumer perception analys is )as done (y (ig (a1aar. In one year, much more di/er sification )as done in it. 3nd to retain customer s they us e many loyalty programs H I T techniGues. $ig (a1aar, a part of future group is a hyper market offering a huge array of goods of good Guality for all at afforda(le prices. $ig (a1aar )ith o/er "?0 outlets in different part of India is present in (oth the metro cities as )ell as in small to)ns. $ig (a1aar can attract more cus tomers (y differ ent /ariety an d assortments. They can impro/e customer satisfaction (y pro/iding home deli/ery ser /ices. 5e can conclude that $ig $a1aar has one of the major retail industry in india. 5orking en/ironment is good and also the /ar ious facilities is pro/ided to increase the customer ser /ices. There e2ist a healthy H strong relations hip (et)een employees and managers. The employees accept their responsi(ility )holehear tedly and per for m the ser/ices in )ell manner that satisfied the customers.

BIB/IOGRAPH.
Refere')e< ". Philip ,otler, marketing management,

%Pearson education, "2thedition& 2. Naresh Malhotra marketing research %3n applied or ientation&,

-esearch design, %Prentice hall of India p/t. Bth edition& =. $erman $ and </ans K.-, -etail Management

%Pearson education, "0 th edition ?. 'er/ice Marketing (y M., -ampal B. Integrated ser/ice marketing %?
th

edition& (y Aeithmal

I'&e r'e& 9e8 < !&e< " 2 = ? B . (ig(a1aar.co.in literature re/ie) on (ig(a1aar.com retailseminar.in organi1edretail.co.in google.com ))).futuregroup.com

EUESTIONNAIRE
-espected 'irLMadam I am student of G*r* N ' % I'<&!&*&e Of M ' (e me'& , conducting s ur/ey on 4)*<&omer <erA!)e 9!& # refere')e &o 8!( 8 > r . 3ll the data )ill (e kept confidential and )ill (e used just for analysis of the project. I reGuest you to tick the option )hich in your opinion (elie/es to (e tr ue.

0ustomers Name

3ge *

Monthly Income ;e/el* -s."0000 J -s.20000 -s.20000 J -s.=0000 3(o/e -s.=0000

$elo) -s."0000

<ducational E ualif ication* Graduate Post Graduate

9nder graduate

"&

+o) freGuently do you /isit $ig $a1aar 8nce in a )eek 5hene/er the need arises

T)ice in a )eek

#ur ing 'pecial offers

2& :es
<2cellent

3re you happy )ith the location of $ig $a1aar No

g ood a/erag e fair p oor

=& ?& B& .& C& D&

'taff )as a/aila(le in a timely manner. 'taff greeted you and offered to help you. 'taff ans)ered your Guestions. 'taff sho)ed kno)ledge of the pr oductsLser /ices. 'taff )as courteous throughout. 8/erall, ho) )ould you rate customer ser /ice

of (ig (a1aarQ

'trongly #isagree neither agree #isagree Nor disagree 3gree

3gree

'trongly

& "0& ""& "2&

:our complaints are constr ucti/ely handled. 'taff deli/ers the appropriate ser /ice as promised. 'taff communicate in a language that you unders tand.. The (eha/ior of staff makes you feel that you

can trus t them and ha/e confidence in them.

"=&

The store layout at this store makes it easy

for customer s to find )hat they need. "?& The store layout at this store makes it easy

for customer s to mo/e around the store. "B& $ig (a1aar pro/ides plenty of con/enient

parking for customers. ".& $ig (a1aar accepts most major credit cards.

"C&

5hat a(out the ser/ice could (e impro/edQ 'er/ice can (e fasterLmore efficient 'taff could (e friendlier 'taff should communicate (etter )ith cus tomers 'tore needs to (e cleaner The location needs parking The location needs to (e closer