A

PROJECT REPORT
ON

CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR

INDEX

CONTENTS
1.

INTRODUCTION

2.

RESEARCH METHODOLOGY

3.

DATA ANALYSIS

4.

CONCLUSION

5.

RECOMMENDATIONS

6.

BIBLIOGRAPHY

7.

ANNEXURE: QUESTIONNAIRE

INTRODUCTION

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats
in both the value and lifestyle segment of the Indian consumer marker. Headquartered in
Mumbai (Bombay), the company operates over 5 million square feet of retail space, has over 450
stores across 40 cities in India and employs over 18,000people.
The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a
uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch
and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and
Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe
Factory, Brand Factory, Blue Sky, Fashion Station. The company also operates an online portal,
futurebazaar.com.
As 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 which has bought in a change
in the market. Income level of the people has changed. New generation people are no more
dependent on haat market and far off departmental stores. Today we can see a new era in market
with the opening up of many departmental stores, hyper market, shoppers stop, malls, branded
retail outlets and specialty stores. . My study is based on a survey done on customers of a
hypermarket named big bazaar. Big bazaar is a new type of market which came into existence in
India since 1994. It is owned by pantaloon retail India Ltd. It is a type of market where various
kinds of products are available under one roof. My study is on determining the customers buying
behavior of customers in big bazaar and the satisfaction level of customers in big bazaar. My
study will find out the current status of big bazaar and determine where it stands in the current

market. This market field survey will help in knowing the present customers tastes and
preferences. It will help me in estimating the customers future needs, wants & demands.

BIG BAZAAR

RESEARCH
METHODOLGY

Methodology adopted for study

Observing the working of various departments like finance. Human resource, marketing,
purchasing, production.
Discussion with the executives, managers, employees.
Visiting & surfing websites of company.

Meaning
Research Methodology is a set of various methods to be followed to find out various
informations regarding market strata of different products. Research Methodology
is required in every industry for acquiring knowledge of their products.

Area of study
The study is exclusively done in the area of marketing. It is a process requiring care,
sophistication, experience, business judgment, and imagination for which there can be no
mechanical substitutes.

Sources of Data
Primary Source
Secondary Source
Primary Source- The primary data was collected by means of a survey. Questionnaires were
prepared and customers of the big bazaar at two branches were approached to fill up the
questionnaires. The questionnaire contains 20 questions which reflect on the type and quality of
services provided by the Big bazaar to the customers. The response o f the customer is recorded

on a grade scale of strongly disagree, disagree, uncertain, agree and strongly agree for each
question. The filled up information was later analyzed to obtain the required interpretation and
the findings.
Secondary Source- In order to have a proper understanding of the customer service of Big
Bazaar a depth study was done from the various sources such as books, a lot of data is also
collected from the official websites of the Big bazaar and the articles from various search
engines like Google, yahoo search and answers.com.

RESEARCH DESIGN
The research design is exploratory till identification of customer services parameters. Later it
becomes descriptive when it comes to evaluating customer perception of customer service of the
big bazaar.
Descriptive research, also known as statistical research, describes data and characteristics
about the population or phenomenon being studied. Descriptive research answers the questions
who, what, where, when and how.
Although the data description is factual, accurate and systematic, the research cannot describe
what caused a situation. Thus, descriptive research cannot be used to create a causal relationship,
where one variable affects another. In other words, descriptive research can be said to have a low
requirement for internal validity.
The description is used for frequencies, averages and other statistical calculations. Often the best
approach, prior to writing descriptive research, is to conduct a survey investigation. Qualitative

research often has the aim of description and researchers may follow-up with examinations of
why the observations exist and what the implications of the findings are.

RESEARCH SAMPLE
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take sample from the
universe to know about its characteristics.

Sampling Units: Customers of Big bazaar.

Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire.

Contact Method: Personal Interview.

SAMPLE SIZE:
The work is a case of Big bazaar one of the Retail Sector industry together representing great
per cent of the market share of Indian retail sector. The survey was conducted in the city of Delhi
with two branches of big bazaar, with 50 customers as respondent.

RESEARCH LIMITATIONS
The study is only for the big bazaar confined to a particular location and a very small
sample of respondents. Hence the findings cannot be treated as representative of the entire retail
industry.
Respondents may give biased answers for the required data. Some of the respondents did
not like to respond.
Respondents tried to escape some statements by simply answering neither agree nor
disagree to most of the statements. This was one of the most important limitation faced, as it
was difficult to analyse and come at a right conclusion.
In our study we have included 50 customers because of time limit.

DATA ANALYSIS

Ques. Income

MONTHLY

FREQUENCY

PERCENTAGE

INCOME

CUMULATIVE
PERCENTAGE

Below Rs.10000

Rs.10000

10

20

24

12

24

48

Above Rs.30000

26

52

100

TOTAL

50

100

Rs.20000
Rs.20000
Rs.30000

MONTHLY INCOME
4

20
Below Rs.10000

52

Rs.10000 Rs.20000
24

Rs.20000 Rs.30000
Above Rs.30000

INTERPRETATION
From the table and graph above it can be seen that

4% respondents income are below 10000.

20% respondents income are between 10000 to 20000.

24% respondents age income are between 20000 to 30000.

52% respondents income are above 30000.

Ques. Educational qualifications

CATEGORY

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

UNDER GRADUATE

12

24

24

GRADUATE

26

52

76

POST GRADUATE

12

24

100

TOTAL

50

100

Educational qualifications
30

25
20
15

Educational qualifications

10

5
0
SCHOOL

GRADUATE

POST
GRADUATE

INTERPRETATION
From the table and graph above it can be seen that

12% respondents are Under graduate.

26% respondents are Graduate.

12% respondents are Post graduate.

Ques. 1 How frequently do you visit Big Bazaar.

SCALE

FREQUENCY

Twice in a week

Once in a week

18

During Special offers

15

Whenever the need arises

10

TOTAL

50

How frequently do you visit Big Bazaar.

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

18

15

10
How frequently do you visit Big
Bazaar.

Twice in a
week

Once in a
week

During
Special
offers

Whenever
the need
arises

INTERPRETATION
This is aimed at understanding how frequently customer visit shops & buy their product or avail
their services. The highest responses have been attributed to once a week shopping. Such
customer can be presumed to have high disposal income & may buy more daily & fashion
products. Whereas 15% of them visit during special offers, 18% when need arises, 7% twice in a
month.

Ques. 2 Are you happy with the location of Big Bazaar.

SCALE

FREQUENCY

PERCENTAGE

Yes

33

66

No

17

34

TOTAL

50

100

Are you happy with the location of

Big Bazaar.
34
Yes

66

No

INTERPRETATION
Big Bazaar physical facilities are visually appealing. From this statement I found that 66% of
people are happy with the location of big bazaar as compare to other 34%. It means that big
bazaar is available at most preferred places.

Ques. 3 Staff was available in a timely manner.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

EXCELLENT

18

36

36

GOOD

24

48

84

AVERAGE

90

FAIR

10

100

TOTAL

50

100

Staff was available in a timely

manner.
10%
6%

36%

EXCELLENT
GOOD
AVERAGE

48%

FAIR

INTERPRETATION
Total sample size was 50. Here analysis shows that among the total respondents 48% people
agreed with this statement. They think that Big Bazaar staff was available in a timely manner.

36% people rate this statement as excellent. Also 6% & 10% respondents rate it as average
and fair.

Ques. 4 Staff greeted you and offered to help you.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

EXCELLENT

GOOD

10

20

22

AVERAGE

15

30

52

FAIR

18

36

88

POOR

12

100

TOTAL

50

100

Staff greeted you and offered to help you

20

18
16
14

12
10

Staff greeted you and offered to

help you

8
6

4
2
0
EXCELLENT

GOOD

AVERAGE

FAIR

POOR

INTERPRETATION
Employees in Big bazaar are willing to help you. With this statement more respondent give
weightage to average. Good were 10 people i.e. 20% respondents, 18 people agreed i.e. 36%
respondents agreed .

Ques. 5 Staff answered your questions.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

EXCELLENT

16

16

GOOD

21

42

58

AVERAGE

13

26

84

FAIR

10

94

POOR

100

TOTAL

50

100

Staff answered your questions.

25
20
15
10
5
0

Staff answered your questions.

INTERPRETATION
From my analysis I found that 42% respondents agreed that employees of big bazaar have
complete knowledge to answer their questions. 26% respondents rate it as average to this
statement and only 16% to excellent. 10% to fair % 6% to poor.

Ques. 6 Staff showed knowledge of the products/services.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

EXCELLENT

11

22

22

GOOD

17

34

56

AVERAGE

12

24

80

FAIR

14

94

POOR

100

TOTAL

50

100

Staff showed knowledge of the

products/services.
14

EXCELLENT

22

GOOD
24

AVERAGE
34

FAIR
POOR

INTERPRETATION
Employees of big bazaar understand specific needs and have great knowledge of all product &
services. With this statement most of the respondents were rate this statement good i.e., 34%..
Among the total respondents 24% respondents agreed with average and 22% for excellent, 14%
for fair and 6% for poor.

Ques. 7 Staff was courteous throughout.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

EXCELLENT

GOOD

16

22

AVERAGE

20

40

62

FAIR

17

34

96

POOR

100

TOTAL

50

100

Staff was courteous throughout.

20
15
10
5
0

Staff was courteous throughout.

INTERPRETATION
According to 40% of people feel that Employees of big bazaar are very much courteous
throughout. Others rate at it as 34% in fair, 16% as good , 6% as excellent.

Ques. 8 Overall, how would you rate customer service of Big Bazaar.

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

EXCELLENT

GOOD

14

28

36

AVERAGE

23

46

82

FAIR

18

100

TOTAL

50

100

Overall, how would you rate

customer service of big bazaar
25
20
15
10

5
0

8) Overall, how would you

rate customer service of
big bazaar

Big bazaar accepts most major credit cards.

23

25

19
20

15
Big bazaar accepts most major
credit cards.

10
5
0

NEITHER AGREE
NOR DISAGREE

AGREE

STRONGLY AGREE

INTERPRETATION
According to research it has been proved that Big Bazaar accept most major credit cards. 46% of
respondents strongly agree this statement, whereas 38% agree and 16% are uncertain about this
statement.

Ques. 9 What about the service could be improved?

SCALE

FREQUENCY

PERCENTAGE

CUMULATIVE
PERCENTAGE

Service can be faster/more

11

22

22

30

efficient .
Service could be
friendlier.

Staff should communicate

14

44

Store needs to be cleaner.

14

58

The location needs

11

22

80

16

96

Other please specify.

100

TOTAL

50

100

better with customer.

Parking.
The location needs to be
closer.

What about the service could be improved

Service can be faster/more
efficient .

22

16

Service could be friendlier.

Staff should communicate
better with customer.

Store needs to be cleaner.

8
The location needs Parking.

22
14

14

The location needs to be closer.

Other please specify.

RECOMMENDATIONS

Advertising is the basic and most prominent tool to increase the awareness of product.
So, Big Bazaar should use this tool to increase their share in the market.
Retail business is successful only when they have a good customer services. Customer
loyalty can only be gain by providing good or satisfied services to the customers.
Most respondents take on the spot decision of buying different products because of the
various attractive products displays. So pretty combination with good services should be done to
retain customers.
Quality play a major role because most respondent said that they want a quality product
and thats also the one of the reason for most of the respondents sticking to particular brand.
Customers are very price conscious they are having many options in the market. The
following steps should opt :Should follow more of high low pricing rather than everyday low pricing
Should go for a weekly coupon system as it hold more of the loyal customers.
Should provide good customer services so that customer like to visit again.
There should be a proper assortment of various product categories.
Proper training should be provided to the customer so that they can deal with customer
efficiently
Various offers can be provided to them to attract new customers.
Quality in product should be reach up to mark.

CONCLUSION

As most of the retail industries did market research before entering into market. Same
thing was done by Big Bazaar. Location, market, consumer perception analysis was done by big
bazaar.
In one year, much more diversification was done in it. And to retain customers they use
many loyalty programs & IT techniques.
Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good
quality for all at affordable prices. Big bazaar with over 140 outlets in different part of India is
present in both the metro cities as well as in small towns.
Big bazaar can attract more customers by different variety an d assortments.
They can improve customer satisfaction by providing home delivery services.
We can conclude that Big Bazaar has one of the major retail industry in india.
Working environment is good and also the various facilities is provided to increase the
customer services.
There exist a healthy & strong relationship between employees and managers.
The employees accept their responsibility wholeheartedly and perform the services in
well manner that satisfied the customers.

BIBLIOGRAPHY
References
1.

Philip Kotler, marketing management,

(Pearson education, 12thedition)

2.

Naresh Malhotra marketing research (An applied orientation),

Research design,
(Prentice hall of India pvt. 5th edition)
3.

Berman B and Evans J.R, Retail Management

(Pearson education, 10th edition

4.

Service Marketing by M.K Rampal

5.

Integrated service marketing (4th edition) by Zeithmal

Inte rnet web sites

1

bigbazaar.co.in

literature review on bigbazaar.com

retailseminar.in

organizedretail.co.in

google.com

www.futuregroup.com

QUESTIONNAIRE

Customers Name

Age :

Monthly Income Level:

Below Rs.10000

Rs.10000 Rs.20000
Rs.20000 Rs.30000
Above Rs.30000

Educational Qualification:

Under graduate

Graduate
Post Graduate

1)

How frequently do you visit Big Bazaar

Twice in a week

Once in a week

During Special offers

Whenever the need arises

2)

Are you happy with the location of Big Bazaar

Yes

No
Excellent

3)

Staff was available in a timely manner.

4)

Staff greeted you and offered to help you.

5)

Staff answered your questions.

6)

Staff showed knowledge of the products/services.

7)

Staff was courteous throughout.

8)

Overall, how would you rate customer service

of big bazaar?

9)

What about the service could be improved?

Service can be faster/more efficient
Staff could be friendlier
Staff should communicate better with customers
Store needs to be cleaner
The location needs parking
The location needs to be closer

good

average

fair

poor