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Project Completion Certificate

This is to certify that Mr.k.siddaiah (HT.No:09F11E0036) who has been


assigned a project on consumer Behaviour towards Bb-Maheswari Mall
from Narayana Engineering College, Gudur, has successfully completed the
above said project on 14.06.2011.
During the course of his project from 14.05.2011 to
18.06.2011his observation on various assignments on Consumer Behaviour at
out Big Bazaar Family Center Maheshwari Mall Kachiguda are highly
recognized and his performance was satisfactory and taken into consideration for
the development of our staff.

Maheedhar R.
Assistant Manager HR
Future Value Retail Limited
1.

Regd. Off : Knowledge House, Shyam Nagar, Off Jogeshwari-Vikhroli


Link Road, Jogeshware (East), Mumbai 400 060.
T : +91 22 30841300 F : +91 22 66442201 www.futuregroup.in
2.

Zonal office : 1st Floor Pasadena, 18/1, 10th Main , Ashoka Pillar Road,
Jayanagar 1st Block, Bangalore 560 011.India T : +91 80 433040000 F : +91 80
26577530 www.pantaloon.com

3.

Store Address : Maheswari Parameshwari Towers, Plot No. :4-2-27, Kachiguda


X Roads , Hyderabad 27
DECLARATION

I K.SIDDAIAH hereby declare that the project titled

CONSUMER

BEHAVIOR

towards

BIGBAZAAR-MAHESWARI

MALL(Kachiguda ), Hyderabad submitted by me as part of partial fulfillment


for the award of the Masters of Business Administration (MARKETING), at
NARAYANA ENGINEERING COLLEGE, GUDUR, NELLORE (Dt),
JNTU Anantapur is a record of bonafide work done by me.

I also declare that this report has to my knowledge is my own and is


neither submitted to any other university nor published any time before.

Date:
Place: GUDUR
(K.SIDDAIAH)

CERTIFICATION

This is to certify that the Project Report title A STUDY ON


CONSUMER BEHAVIOR towards BIG BAZAAR submitted in partial
fulfillment for the award of MBA Programme of Department of management
studies JNTU- Anantapur, was carried out by K. SIDDAIAH under my
guidance. This has not been submitted to any other University or Institution for
the award of any degree/diploma/certificate.

Name and address of the Guide


M. MURALI KRISHNA REDDY
ASSOC. PROFESSOR
DEPT OF MANAGEMENT STUDIES
NARAYANA ENGINEERING
COLLEGE GUDUR.524101.

Signature of the Guide

ACKNOWLEDGEMENT
I express my sincere thanks to Dr. M. RAMESH KUMAR garu, Principal,
NARAYANA ENGINEERING COLLEGE, Gudur, Nellore Dist. for helping me
in many ways throughout the period of my project with his timely suggestions
I sincerely owe my respect and gratitude to Dr.p.CHENCHU REDDY
garu, HOD, NARAYANA ENGINEERING COLLEGE, for his continuous and
patient encouragement during all times of my project and helped me in
completing this study successfully.
I express my sincere and heart full thanks to my internal guide Mr. M.
MURALI KRISHNA REDDY garu, Associate professor, Naryana engineering
college for his encouragement and valuable support in bringing the present
shape of my work.

I express my Special thanks to my organization guide Mr. ASHOK KUMAR


Marketing Manager & also Mr. MAHEDHAR.R (HR Manager) of
PANTALOONS RETAIL INDIA LTD, BIG BAZAR, (MAHESWARI MALL)
KACHIGUDA, Hyderabad, who extended their kind support to completing my
project.
I thank every employee of Big Bazaar for his/her help and guidance in
completing my project. I also greatly thank all the customers (The GODS of my
Project) without whose feedback this project would stand nothing.
I am deeply indebted to my parents and family members for their warm love and
support throughout my life. In addition I am grateful to all those who helped
directly or indirectly for completing this project work successfully.

K.SIDDAIAH

ABSTRACT
Research in common mans language refers to a search for knowledge.
One can also define research as a scientific and systematic search for
pertinent information on a specific topic, in fact research is an art of scientific
investigation.
Research is done to gain familiarity with a phenomenon event /
product / service or to determine the frequency with which something occurs,
with which is associated with something else or to test a hypothesis of casual
relationship between variables.
In short customer perception research is the objective and formal
process of systematically obtaining, analyzing and interpreting the data for
actionable decision making in customer perception towards an organization
(Big Bazaar, in my study).
The basic objective of this study is to analyze the customer perception
towards Big Bazaar in Hyderabad, Andhra Pradesh. Research was carried
out for Hyderabad customers who were main targets for this study.
Customers were asked about their perception towards Big Bazaar

TABLE OF CONTENTS
CHAPTERS

TOPIC

PAGE NO

INTRODUCTION
CHAPTER 1

8 - 21

NEED & IMPORTANCE


OBJECTIVES
RESEARCH
METHODOLOGY
SCOPE AND PERIOD
OF STUDY
LIMITATIONS

CHAPTER 2

REVIEWOF

23 31

LITERATURE
CHAPTER 3

INDUSTRY PROFILE

33 47

COMPANY PROFILE
CHAPTER 4

DATA ANALYSIS &


INTERPRETATION

49 76
78 - 80

CHAPTER 5

FINDINGS
SUGGESTIONS

CHAPTER 6

BIBILIOGRAPHY
QUESTIONNAIRE

82 86

INTRODUCTION
NEED&IMPORTENCE
OBJECTIVES
RESEARCH METHODOLOGY
SCOPE OF THE STUDY
LIMITATIONS

INTRODUCTION:
Marketing is the moving and exciting activity in everybody activities. The
sellers, distributors, advertising agencies, consultants, transporters, financers,
store agencies and every one as a counter are part of the marketing system. Any
exchange process be it consumer, goods, intermediary goods, services of ideas,

comes under the preview of marketing. It is very often regarded that the
development of markets and marketing is synonymous with the economic
development of account. Through marketing is an action discipline. In the evergrowing corporate world, marketing is being regarded as a crucial element for
the success of an Enterprise.
The marketing discipline is undergoing fresh re aparisal in the light of the
vast global, technological, economic and social challenges facing todays
companies and countries. Marketing at its best is about value creation and raising
the worlds living standards. Todays winning companies are those who succeed
most in satisfying, indeed delighting their target customers.
As quoted by P.P.Drucker Marketing is so basic that it cannot be
considered a separate function. It is whole business seen from the point of view
of its final result, that is, from the customers point of view. Business success is
not determined by the producer but by the customer.
Philip Kotler has therefore defined marketing as it is a social and
managerial process by which individuals and groups obtain what they need and
want through creating, offering and exchanging products of values with others.
Many Indian companies espouse a satisfied customer philosophy and describe
marketing as customer-satisfaction engineering. Since the economy in this
country has changed from a primary condition of scarcity to gradual and steady
stage of affluence, largely giving consumers the opportunity to choose among
many varied alternatives, satisfaction has become a major concern of business.

INTRODUTION TO CONSUMER BEHAVIOR:

One thing that we have in common is that we all are consumers. In fact
everybody in this world is a consumer. Every day of our life we are buying and
consuming an incredible variety of goods and services. However, we all have
different tastes, likes, dislikes, and adopt different behavior patterns while
making purchase decisions.
The term consumer behavior refers to the behavior that consumers display
in searching for purchasing using evaluation and disposing in searching for
purchasing using evaluating and disposing of products and services that they
exact will satisfy o how individuals make decisions to send their available
resources (time, money and effort) on consumption related items. It includes the
study of What they buy, Why they buy, When they buy it, Where they
buy it, how often they buy it and how often they use.
DEFINITIONS:
Consumer Behavior (or Buyer Behavior) is broadly defined by various
scholars & researchers as:
1. Its the behavior displayed by the consumers during the acquisition,
consumption and disposition of products, services, time and ideas by
decision making units.
2. It is the body of knowledge which studies various aspects of purchase and
consumption of products and services by individuals with various social
and psychological variables at play.
3. The behavior that the consumers display in searching for, purchasing,
using, evaluating and disposing of products and services that they expect
will satisfy their needs.

4. The process and activities people engage in when searching for, selecting,
purchasing, using, evaluating, and disposing of products and services so
as to satisfy their needs and desires.
5. The activities directly involved in obtaining, consuming, and disposing of
products and services, including the decision processes that precede and
follow these actions.
6. The American Marketing Association (AMA) defines consumer behavior
as The dynamic interaction of cognition, behavior & environmental
events by which human beings conduct the exchange aspect of their lives.
Consumer behavior is helpful in understanding the purchase Behavior and
preferences of different consumers. As consumers, we differ in terms of sex
age, education, occupation, income, Family setup, religion, nationality and
social status. Because of this different background factors, have different needs
and we have only buy those products and services, which we think, will satisfy
our needs.
A MODEL OF CONSUMER BEHAVIOUR:
A consumer decisions to purchase a particular product of service is the
result of complex interplay of a number of variables. The starting point of the
decision process is provided by the companies marketing stimuli in the shape of
product, promotion, price and distribution strategy. Consumer often purchase
new products that are associated with a favorable viewed brand name.
The term consumer behavior refers to the behavior that consumer display
in searching for purchasing, using, evaluating and disposing of products and
services that they expect will satisfy these needs. The study of consumer
behavior in the study of how individuals make decisions to spend their available
resources (time, money, effort) on consumption related items. It includes the

study of what they buy, why they buy, when they buy, where they buy,
how often they buy and how they use.
Marketing

Other
MODEL OF CONSUMER BEHAVIOUR
stimuli

stimuli

Consumer
Decisions
Product

Product
Price

Economic
Consumer
Technological
Characteristic

Consumer

Choice

Decision

Brand

Process
Problem

Choice

recognition

choice

Social

Information

Purchasing

Personal

Search

Timing

Psychological

Evaluation

Purchasing

Decision

Amount

Place

Political
s
Cultural
Promotion cultural

Dealer

post
Purchase
DETAILED
Behavior. MODEL OF
FACTORS INFLUENCING CONSUMER BEHAVIOR
Cultural Factors
Social Factors
Culture

Sub

Reference
groups

Personal Factors
Age and Life
Cycle
Occupation

Psychological
Factors

Culture

Social
Class

Family

Roles &
Status

Economic
Circumstances
Lifestyle
Personality and
Self Concept

Motivation
Perception
Learning

Buyers

Beliefs and
Attitudes

CULTURAL FACTORS:
Culture: Culture is the most fundamental determinant of a persons wants and
behavior like set of values, perceptions, preferences and behaviors through his or
her family member.

Subculture: social classes are relatively homogeneous and enduring divisions


in a society which are hierarchically ordered and whose members shares similar
Values, interest and behavior and social classes includes upper class, middle
class and lower class.
SOCIAL FACTORS:
References Groups: A persons reference groups consist of all the groups that
have a direct (face to face) are indirect influence on the persons altitude or
behavior. This group to which the person, belongs and interacts.
Personal Factors: A consumer decision also influenced by personal
characteristics notably the buyers age & life cycle stage, occupation, economic
circumstances, life style and personality and self concept.
PSYCHOLOGICAL FACTORS:

Motivation: A person has many needs at any given time. Some needs are
biogenic. They arise from psychological states of tension such as hunger, tryst
and discomfort.
Perception: Perception is defined ass the process by which an individual
selects, organizes, intercepts, information, inputs to create a meaningful picture
of the world.

NEED FOR THE STUDY:


Consumer behavior plays a major role for the growth of the company in
the modern market scenario. The basic idea of this study is to find the consumer
behavior towards Big Bazaar. The needs have to be recognized and necessary
steps have to be taken to make the changes.
India is growing rapidly and changes are dynamic. People are changing,
the preference and the demand is changing. The market also has to change
accordingly.
The purpose of consumer behavior is not only for retaining the customers
but also attracting new customers and increasing the sales also creating and
maintenance of brand awareness.
In this competitive market the level of consumer satisfaction decides the
success of any product and any company. The night consumers have to be

targeted and the right strategy should be implemented at the right time. This will
give the desired results.

OBJECTIVES OF THE STUDY:

The main objective is to determine the current consumer behavior levels of


the customers with regards to Big Bazaar.
To study and analyze consumer shopping behavior towards Big Bazaar.
To assess the behavior level of different type of customers shopping at Big
Bazaar.
To identify what type of strategies are suitable for the company to reach
the targeted customers.
To find out the factors which influence the consumption of the products in
Big Bazaar.
To identify effective a advertising sources which are influencing customer
purchasing behavior at Big Bazaar.
To find out how the consumers spent their incomes, time on the
purchasing of the products.

RESEARCH METHODOLOGY
The survey technique is intended to secure one or more items of
information from a sample of respondents who are representatives of a larger
group. The information is recorded on a form known as questionnaire. As data
are gathered by asking questions from persons who are believed to have desired
information, the method is known as questionnaire technique.

REASONS FOR WIDE USE OF THIS METHOD:


It can secure both quantitative and qualitative information directly from
the respondents.
It is the only method of directly measuring attitudes and motivations.
It is quite flexible in terms of the types of data to be saaembled, the
method of collection or the timing of research.
Meaning of Research
According to D. Slessinger and M. Stephenson in the Encyclopedia of
social sciences define research as the manipulation of things, concepts or
symbols for the purpose of generalizing to extend, correct or verify knowledge,
whether that knowledge aids in construction of theory or in the practice of an
art.
TYPES OF RESEARCH
1.
2.

Exploratory Research,
Descriptive Research.

Exploratory Research:
Exploratory research studies are also termed as formulate research studies.
The main purpose of such studies in that of formulating a problem for more
precise investigation or of developing the working hypothesis forms an
operational point of view.

Descriptive Research:
Diagnostic Research studies determine the frequency with something
occurs or its association with something else.
In this project, information pertaining to customer needs satisfaction and
their demographic profile was collected; hence it is a descriptive research.

1) Primary data:
Meaning: Primary sources of data are the data which
needs the personal efforts of collect it and which are not readily available.
Primary source of data are the other type of source through which the data was
collected.
Following are few ways in the data was collected:
1. Questionnaires: It is the set of questions on a sheet of paper was being
given to the of fill it, bases on which the data was interpreted.
2. Direct interviewing: Direct interviewing involved the process where I asked
the questions directly to the customers and I got the feedback.

2) Secondary data:
Secondary sources are the other important sources through which the data
was collected.

These are the readily available sources of the data where one had need
not put much effort to collected, because it is already been collected and part in
an elderly manner by some researcher, experts and special.
The secondary sources helpful for the study were
1) Text books like marketing management research methodology
Advertisement and sales promotion etc.
2) Internet was made use for the collection of the data.
3) News papers were also referred.
4) Business magazines were referred.
3) Sample size:
By using judgment random sampling technique 100 respondents are
selected for the purpose of the study.
4) Period of study:
The study is undertaken in the duration of 34 days.
5) Research approach:
The survey method was adopted for collected the primary data.
Survey research is systematic gathering of data from respondent through
questionnaire.
6) Research instrument:
The data for this research study was collected by survey technic using
interview method guided by questionnaire.
7) Collection of Data:
Questionnaire and personal interviews are the methods that I have
used for collecting the data.
SCOPE OF THE STUDY
Big Bazaar as six branches in Hyderabad. My scope is limitation to one
Branch (KACHIGUDA). The scope of the study is to identify the consumer

behavior towards Big Bazaar. It is aimed at enlightening the company about


different steps to be taken up to increase the share of Big Bazaar with regard
other competitors and also to make the company to provide better customer
services.
The scope of the study is only confined to the area covered under
Hyderabad and only confined in studying about the consumer behavior towads
Big Bazaar.

LIMITATIONS:
Time has been a major constraint throughout the study as it has been only
for duration of 2 months.
As this survey was restricted to Hyderabad this cannot be stated as an in
depth research on this subject.
Enough care is taken in formulating the questionnaire, still some errors
may creep in.
The consumer behavior varies according to different products.
Quality verses price was not taken into the consideration.
The project is based on the interview methodology by a stured
questionnaire and the jpersonal skills of the person undertaking the project
affect the results.

REVIEW OF LITERATURE

REVIEW OF LITARATURE/CONSUMER BEHAVIOUR:


What is consumer behavior?
Activities people involved in when selecting, purchasing, and using
products so as to satisfy needs and desires. Consumer behavior involves the
psychological process that consumers go through in recognizing needs, finding
ways to solve these needs, making purchase decision (e.g., whether or not to
purchase a product and, if so, which brand and where), interpret information,
make plans, and implement these plans (e.g., by engaging in comparison
shopping or actually purchasing a products).
SOURCES OF INFLUENNCE OF THE CONSUMER:
The consumer faces numerous of influence. Often, we take cultural
influences for granted, but they are significant. An American will usually not
bargain with a storeowner. This, however, is common practice in much of the
world. Physical factors also influence our behavior. We are more likely to buy a
soft drink when we are thirsty. For example, and food manufacturers have found
that it is more effective to advertise their products on radio in the late afternoon
when people are getting hungry. A persons self image will also tend to
influence. what he/she will buy. An upwardly mobile manager may buy a flashy
car to project an image of success. Social factors also influence what the
consumers buy-often, consumers seek to imitate others whom they Admire, and
may buy the same brands, the social environment can include both the

mainstream culture (e.g., Americans are more likely to have corn flakes/ham and
eggs for brake past than to have rice, which is preferred in many Asian
countries) and a sub culture (e.g., rap music often Appeals to a segment within
the population that seeks to distinguish itself from the main stream population).
Thus sneaker manufacturers are eager to have there products worn by admired
athletes. Finally, consumer behavior is influences by learning you try a
hamburger and learn that it satisfies your hunger and tastes good, and the next
time you are hungry, you may consider another hamburger.
DECISION-MAKING INVOLVE SEVERAL STEPS

1.Need recognition

5.Purchase evaluation

4.Purchase decision

2. Information search

3. Evaluation of alternatives

Problem recognition you realize that something is not as it should be. Perhaps,
for example, your car is getting more difficult to start and is not accelerating
well. Information search- what are some alternative ways of solving the
problem? You might buy a new car, buy a used car, take your car in for repair,
ride the bus, ride a taxi, or ride a skateboard to work.

A customer can obtain information from several sources:


Personal sources: family, friends, neighbors etc.
Commercial sources: advertising, sales forces retailers, dealers,
Packaging, point-of sale displays.
Public sources: news papers, radio, television, consumer organizations,
special magazines.
Experimental sources: handling, examining, using the product
Internal and external search for information to make a decision
Internal search: Scan memory.
External search: shopping, personal sources, public media,
Advertisements
Evaluation of alternatives: A skateboard is inexpensive, but may be ill-suited for
long distances and for rainy days.
Purchase stage, and sometimes a post-purchase stage (e.g., you return a
product to the store because you did not find it satisfactory), in reality, people
may go back and fourth between the stages. For example, a person may resume
alternative identification during while evaluating already known alternatives.
The decision maker(s) have the power to determine issues such as:
Whether to buy?
Which product to buy?

Which brand to buy?


Where to buy it? And
When to buy?
Note, however, that the role of the decision maker is separate from that of
the purchaser. From the point of view of the marketer, this introduces some
problems since the purchaser. can be targeted by point-of-purchase (POP)
marketing a effort that cannot be aimed at the decision maker. Also note that the
distinction between the, purchaser and decision maker be somewhat blurred the
decision maker may have to make a substitution if the desired brand is not in
stock, the purchaser may disregard institutions (by error or deliberately).
BUYER BEHAVIOUR CULTURAL FACTORS
Cultural factors have a significant impact on customer behavior. Cultural
is the most basic cause of a persons wants and behavior. Growing up, children
learn basic values, perception and wants from the family and other important
group. Marketing are always trying to spot cultural shift which might point to
new products that might be wanted by customer or to increased demand. For
example, the cultural shift towards greater concern about health and fitness has
created opportunities (and now industries) servicing customers who wish to buy:
Low calorie foods
Health club memberships
Exercise equipment
Activity or health- related holidays etc.

Similarly the increased desire for leisure time has resulted in increased
demand for convenience product and service such as microwave ovens, ready
meals and direct marketing service businesses such as telephone banking and
insurance.
Each culture contains sub-cultures groups of people with shared values. Subcultures can include nationalities, religions, racial groups, or group of people
sharing the same geographical location. Sometimes a sub-culture will create a
substantial and distinctive market segment of its own.
BUYER BEHAVIOUR SOCIAL FACTORS:
Introduction: A customers buying behavior is also influenced by social factor,
such as the group to which the customer belongs and social status. In a group,
several individuals may interact to influence the purchase decision. The typical
roles in such a group decision can be summarized as follows:
Initiator: the people who first suggest or think the idea of buying a particular
product or service.
Influence: a person whose view or advice influences the buying decision.
Decider: the individual with the power and/or financial authority to make the
ultimate choice regarding which product to buy.
Buyer: The person who concludes the transaction.
User: The person (persons) who actually uses the product or service.
INDIVIDUAL FACTORS THAT SHAPE BUYER BEHAVIOUR PROCESS
HIGH INVOLVEMENT

Extensive problem-solving (EPS)

LOW INVOLVEMENT

Limited problem solving (LPS)

Reutilized response behavior (RRB)


The various purchase influence factors are as follows:

Personal
Cultural
Culture
Sub culture
Social culture

Social

Age and life cycle stagePsychological

Reference
groups
Occupation
Family
Roles and status
Economic situation

Motivation
Perception
Learning
Beliefs and attitudes

Buyers

Life style
Personality & self concept

CULTURAL FACTORS
Cultural factors exert a broad and deep influence on consumer behavior.
The marketer needs to understand the role played by the buyers culture,
subculture, and social class.
Culture
The set of basic values, perceptions, wants, and behaviours learned by a
member of society from family and other important institutions,
Subculture
A group of people with shared value systems based on common life
experiences and situations.

Social classes
Relatively permanent and ordered divisions in society whose members
share similar values, interests, and behaviors.
SOCIAL FACTORS
A consumers behavior also is influenced by social factors, such as the
consumers small groups, family, and social roles and status.
Groups
Two or more people who interact or accomplish individual or mutual
goals.
Family
A family is a domestic group of people, or a number of domestic groups
linked through descent (demonstrated or stipulated) from blood relation,
marriage or adoption.
Roles and status
A person belongs to many groups- family, clubs, organisations. The
persons position in each group can be defined in terms of both role and status.
PERSONAL FACTORS
A buyers decisions also are influenced by personal characteristics such as
the buyers age and life cycle stage, Occupation, economic situation, lifestyle,
and personality and self-concept.
Age and life-cycle stage

People change the goods and services they buy over their lifetimes. Tastes
and preferences changes as lift-cycle goes.

Personality and self concept


A persons distinguishing psychological characteristics that lead to
relatively consisting and lasting responses to his or her own environment.
PSYCHOLOGICAL FACTORS
A persons buying choices are further influenced by four major
psychological factors: motivation, perception, learning, and attitudes.
Motivation
A need that is sufficiently pressing to direct the person to seek satisfaction
of the need.
Perception
The process by which people select, organize, and interpret information to
form a meaningful picture of the world.
Learning
Changes in an individuals behavior arise from experience.
Beliefs and attitudes
A descriptive thought that a person holds about something is his/her
belief. A persons consistently favorable or in favourable evaluations, feeling,
and tendencies toward and object or idea is attitude.

The common tools used to conduct data analysis range from simple cross
tabulations and segmentation analysis to more sophisticated statistical methods
such as multivariate and logistic regression discriminates analysis and cluster
analysis. In the last few years, optimization tools and machine learning
algorithms such as neural networks and genetic algorithms have also been used
to perform advanced data analysis.
The study of consumers helps firms and organizations imjprove their marketing
strategies by understanding issues such as
The psychology of how consumers think, feel, rason, and select between
different alternatives (e.g., brands, products);
The psychology of how the consumer is influenced by his or her
environment (e.g., culture, family, signs, media);
The behavior of consumers while shopping or making other marketing
decisions;
Limitations in consumer knowledge or information processing abilities influence
decisions and marketing outcome;
How consumer motivation and decision strategies differ between products
that differ in their level of importance or interest that they entail for th consumer;
and How marketers can adapt and improve their marketing campaigns and
marketing strategies to more effectively reach the consumer.
Understanding these issues helps us adapt our strategies by taking the
consumer into consideration. For example, by understanding that a number of
different messages compete for our potential customers attention, we learn that
to be effective, advertisements must usually be repeated extensively. We also
learn that consumers will sometimes be persuaded more by logical arguments,

but at other times will be persuaded more by emotional or symbolic appeals. By


understanding the consumer, we will be able to make a more informed decision
as to which strategy to employ.
Behavior occurs either for the individual, or in the context of a group(e.g.,
friends influence what kinds of cloothes a person wears) or an
organization (people on the job make decisions as to which products the
firm should use).
Consumer behavior involves the use and disposal of products as well as
the study of how they are purchased. Product use is often of great interest
to the marketer, because this may influence how a product is best
positioned or how we can encourage increased consumption. Since many
environmental problems result from product disposal (e.g., motor oil
being sent into sewage systems to save the recycling fee, or garbage piling
up at landfills) this is also an area of interest.
Consumer behavior involves services and ideas as well as tangible
products.
The impact of consumer behavior on society is also of relevance.

INDUSTRY PROFILE
COMPANY PROFILE

INDUSTRY JPROFILE
Retail industry largest industry, accounting for are 10% of the countrys
GDP and around 8% of the employment retail industry in India is at the cross
roads. It has emerged as one of the most dynamic and fast paced industry with
several players entering the market, but because of the heave intial investment

required break even is difficult to achieve and many of these players have not
tasted success so far.
However the future is promising; the market is growing, government
policies are becoming more favorable and emerging technologies are facilitating
operations. Retailing in India is gradually inching its way towards becoming the
next boom industry. The whole concept of shopping has altered in terms of
format and consumer buying behavior ushering in a revolution in shopping in
India.
SOMEKEY FACTORS
RETAIL IS Indias largest industry accounting for over 10% of the
countrys GDP and around 8%of the employment.
The market size of th Indian retail industry is about US $312 billion.
Retailing in India is gradually inching its way towards becoment the next
boom industry.
A large young working population with average age of 24 years

INDIAS CONSUMPTION COSMO


During the past decade, private final consumption expenditure has been the key
driver of economic growth in India.

Growth
domestic
product
$973billion

Government spending $108 billion

(11%)
Private final
consumption
Expenditure
$592billion
(60%)

Utility payments Fuel


transportation
Electricity, water
communication
Expenditure on
medical & education
$242billion

Capital Formation $273 billion


(29%)
(2922

Consumption
spending
$350 billion

The $ 350 billion consumption spending provides the single biggest business
opportunities in India and is divided into sa,e key categories led by food, fashion
and home products
Fashion
Accessories
5.5% $225b

Fashion
Accessories
5.5% $225b

Consumer
Durable 4%
$14b

Fashion
Accessories
5.5% $225b
Fashion
Accessories
5.5% $225b
Fashion
Accessories
5.5% $225b

Furniture
3.4%
$12b

Fashion
Accessories
5.5% $225b
Fashion
Accessories
5.5% $225b

Fashion
Accessories
5.5% $225b

COMPANY PROFILE
Pantaloon Retail (India) Limited, is Indias leading retailer that operates
multiple retai formats in both the value and lifestyle segment of the Indian
consumer market. Headquartered in Mumbai (Bombay), the company operates

over 12 million square feet of retail, has over 10000 stores across 71 cities in
India and employs over 30,000 people.
The companys leading formats include pantaloons, a chain of fashion
outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a
supermarket chain, blends the look, touch and feel of Indian bazaars with aspects
of modern retail choice, convenience and quality and central, a chain of seamless
destination malls. Some of its formats include brand factory, blue sky, all top 10
stars and sitara. The company also operates an online portal, futurebazaar.com.
A subsidiary company, Home solutions Retail (India)limited, operate
Home Town, a large format home solutions store, collection I, selling home
furniture products and e-zone focused on catering to the consumer electronics
segment.
Pantaloon Retail was recently awarded the international retailer of the
year 2007 by the US based National Retail Federation (NRF) and the
Emerging market retailer of the year 2007 at the world retain congress held in
Barcelona.
Pantaloon Retail is the flagship company of Future Group, a business
group.
Catering to the entire Indian consumption space.

THE FUTURE GROUP AS GIVEN BY THE GENERAL MANAGER:


Future Bazaar.com is owned and operated by Future Bazaar India Ltd.
(FBIL).

FBIL is a part of the Future Group, Indias largest retain conglomerate.


FBIL is the e-commerce arm of the Future Group. The company was
incorporated in 2006 and began business in 2007.
As part of Indias largest retail chain, we enjoy the benefits of buying in
bulk for the entire group. Out aim is to get you a great range of products at great
prices.
Core competency of the business what makes us different from other.!!
A choice of more than 20,000 products.
Delivery across more than 1500 cities and towns in India covering around
16,000 pin codes.
Fast deliveries tie ups with world leaders in logistics & transportation
services
A dedicated customer care helpline for any queries.
Always offering Manufacturers guarantee as opposed to sellers
guarantee, which most of the other online shopping sites offer.
Aggressive prices FutureBazaar.com has the benefit of leveraging the
sourcing network of the Future Groups retail chains. This sourcing
network straddles a wide range of product requirements, thus being able to
offer us economies of scale thereby unbelievable prices to its
customers.
Unmatched selection of products an Brands - we have more than
20,000 products which crates the flexibility to offer a large range of
choices to customers. We also have partnerships with most of the brands
available in the country, which allows us to get the latest in the range to
our customers. We have been able to create some major popularity ripples
with our corporate clients with products like mobiles, electronics, laptops,
MP3 players, T-shirts, Gift Vouchers and so on.

Seamless end-to-end Logistics solution we pride ourselves in having


built an end-to-end logistics solution, right from stocking, dispatching,
and delivery confirmation up to post-sales support. Our back-end
infrastructure enables us to service around 15,000 pin codes across India.
Dedicated Customer Care for online customers as well as corporate
clients We have a dedicated team straddling client servicing, sourcing,
logistics and customer service for all our customers.
our Brand Association Most importantly out parentage &
association with humungous retail brands like Big Bazaar, Pantaloons,
Central and many more, lends tremendous amount of trust jj& credibility
to our end consumers.

ABOUT FUTURE GROUP


Future Group, led by its founder and Group CEO, Mr. Kishore
Biyani, is one of Indias leading business houses with multiple business
spanning across the consumption space. While retai forms the core business
activity of Future Group, group subsidiaries are present in consumer finance,
capital, insurance, leisure and entertainment, brand development, retail, real
estate development, retail media and logistics.

Led by its flagship enterprise, Pantaloon Retail, the group operates


over 11 million square feet of retail space in over 63 cities and towns and 65
rural locations across India. Pantaloon Retail was awarded the International
Retailer of the year 2007, by the US-based National Retail Federation, the
largest retail trade association and the Emerging Market Retailer of the year
2007 at the World Retail Congress in Barcelona.
Future Group believes in developing strong insights on Indian
consumers and building businesses based on Indian ideas, as espoused in the
groups core value of Indian ness. The groups corporate credo is, Rewrite
rules, Retain values More about Future Group.

The FutureBazaar.com promise as given by the General Manager:


Manufacturers warranties on all products
Future Bazaar sells only original products from authorized dealers;
so all applicable products carry the original manufacturers warranty.
Customers can visit any of the authorized service centers of the manufacturer
if required. The invoice accompanying the product is your warranty
document, so please preserve it.

Guaranteed Delivery
Future bazaar guarantees to deliver the exact product you selected,
without defects. In case you have received a different product, or if the
product was damaged in transit, please let us know and we will ensure that
we replace the product or ensure that your money is refunded. Please note
that delivery times vary according to products to products 95%of our
deliveries take place with in the committed time period. For the occasional
delays, we wil contact you and update you about the status.
Secure Payments
We are committed to encuring that no payment misuse happens, so
we work with bank and payment gateways to ensure that your information is
protected. Payments are protected both by us and by the policies of your
bank, and the chances of fraud in these channels are actually very low.
We also have a Risk Management team that scrutinizes all payments to
ensure that there are no fraudulent transactions. Our office address is also
available for anyone who wishes to contact us in person. moreover, being part
of Indias largest retail company with a presence all over India, we are
omnipresent.
Our simple 15-Days Return Policy No questions asked!
If you have purchased something at FutureBazaar.com ad the
product did not meet your expectations or does not fit your needs, then you
can return the product to us, no questions asked, as long as it is in its
original packaging and accompanied by its invoice. Just contact our

Customer Care and well arrange to pick up the product from your home
simple.
Prompt Customer Support
Our Customer Care is manned by dedicated personnel, who can
take decisions and resolve your problems. They are empowered to solve your
problems and are aware of the processes and means to handle them. In case
they cannot solve the problem at their end, they will trigger the required
action on your half or advise you the best possible method to a successful
fulfillment of all your queries/issues. Be assured that when you call us, your
call is being taken seriously.
Values:
o Indian ness: Confidence in ourselves.
o Leadership: To be a leader, both in thought and business
o Respect & Humility: To respect every individual and be humble in
our conduct.
o Introspection: Leading to purposeful thinking.
o Openness: To be open and receptive to new ideas, knowledge and
information.
o Valuing and Nurturing Relationships: To build long term
relationships.
o Simplicity & positivity: Simplicity and positivity in our thought,
business and action.
o Adaptability: To be flexible and adaptable, to meet challenges.
Mission;
We share the vision and belief that our customers and stakeholders
shall be served only by creating and executing future scenarios in the

consumption space leading to economic development. We will be the


trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segment.
We shall infuse Indian brands with confidence and renewed
ambition. We shall be efficient, cost conscious and committed to quality in
whatever we do.
We shall ensure that our positive attitude, sincerity, humilityand united
determination shall be the driving force to make us successful.
Sone Ki Chidiya
When the Mughals first came to India they were drawn by the lure of her
fabulous wealth India was known as the Sone Ki Chidiya, literally The
Golden Bird.
According to economic historian

Angus Maddison in his book the

World Economy: A Millennial Perspective, India had the worlds largest


economy in the 1 st century and 11 th century , with a 33% share of world GDP
in the 1 st century and 29% in 1000 CE. During 1700 AD, Mughal era, Indias
share was 24%, more than the whole of Western Europe. It came down to 3.8%
in 1950s. paul Kennedy, in this highly regardd book, The Rise and Fall of the
Great Powers: Economic Change and Military conflict from 1500 to 2000
estimates that in 1750.
Indias share o the world trade was nearly 25 percent. It came down to
0.5% in the 1960s and now stands at around 1..5%.

The Indian economy is once again at the centre of the global attention.
As domestic consumption drives economic growth in India, Future Group hopes
to play a pivotal role in bringing back the Sone Ki Chidiya.
Future Ventures:
Future Ventures, seeks to promote and participate in innovative and emerging
business ventures in India. The company intends to play a role in powering
entrepreneurship, by promoting or participating in diverse business activities,
primarily in consumption-led sectors in the country, which it defines as sectors
whose growth and development will be determined primarily by the growing
purchasing power of Indian consumers and their changing tastes, lifestyle and
spending habits.
The company will also participate in businesses where it exercises control or
influence, and can add value as active shareholders, by utilizing the experience
and knowledge of the Future Group, and specifically its parent, pantaloon Retail
ltd.

Meet Indias king of Retail

Pantaloons Kishore Biyani has become Indias largest retailer, but still
has several aces up his John Miller shirtsleeves.

In Indias chaotic markets, Ishore Biyani is the unchalleged king of


retail. He has the knack of catchings rivals off-guard and striking where it hurts
most.
And now that hes set himself the task of tetaining control of the largest
retail space in the country, he wont let anyone suppliers or international
promoters included catch him slacking.
The latest to face the wrat of the 43-year-old is South African hyper
market Shoprite, which opened shop in Mumbai (images) last month through a
franchise agreement with local company Normal Lifestyle.
The hypermarket began retailing products from big boys Nestle (Get
Quote), Unilever and Procter & Gamble at consumer discounts of 20-30 percent,
loweer than even Biyanis his Big Bazaar Stores.
Instead of chewing his nails, Biyani turmed confrontationist, asking why
the multinationals were offering Shoprite better prices, even withdrawing Nestle
products from his stores when the company did not respond.
Two days later the Nestle products were back, but not before the
company had clarified its stance. Says Biyani, shoprite is involved in predatory
pricing. There are rules against this in every part of the world.
But as a result of his tough stance, the three MNCs have asked Shoprite
to roll back the offers or face withdrawal of supplies, he says.

and he was proved right when the Kolkata Pantaloon store became a raging
success and Biyani stepped on to the turf as a super retailer.
Other professionals have wondered where Biyani picked up the tricks of
the retailing trade. Some has learned from his own mistakes, he admits. Others
he picked up from the big boys of international retail.
I read every book on Sam Walton, Macys, Marks & Spencer and
management gurus like Tom Peters whose book Reimagine impressed me.
Even now he reads a management book every fortnight Stephen Covey, Robert
Kaplanor James Collins.
But unusual as it might seem, he also made it a point to stay away from
these stores. The reason: by going to a Wal-Mart or a Macys, you could get
overwhelmed into thinking that was the best model and stop learning, he says.
Mr.Gopikishan Biyani, Whole time Director
Gopikishan Biyani is a commerce graduate and has more than twenty
years of experience in the textile business.
Mr.Rakesh Biyani, Whole time Director
Rakish Biyani is a commerce graduate and has been actively involved in
category management, retail stores operations, IT and exports. He has been
instrumental in the implementation of the various new retail formats.

Mr.Vijay Kumer Chopra, Independent Director


V.K Chopra is a fellow member of The Institute of chartered
Accountants of India (ICAI) by profession and is a certified Associate of Indian
Institute of Bankers (CAIIB). His banking career spans over 31 years and he has
served senior management position in Central Bank of Commerce, SIDBI
Corporation Bank and SEBI.
INTRODUCTION TO BIG BAZAAR
A chain of shopping malls in Indian currently with 31 outlets owned by

Kishore Biyani Pantaloon group.


Big Bazaar is not just hyper market.
Provides the best products at the best price.
Reflects the look and feel of Indian bazaars at their modern outlets.
Allover India, Big Bazaar attracts a few thousands customers on any
regular day.

BIG BAZAAR LOGO:

Big Bazaar is se sasta aur accha kahin nahi


Type subsidiary of Pantaloon Group
Founded 2001
Head quarters Jogeshware, Mumbai, India

Industry retail
Products department stores
Parents Future Group
Website http://www.bigbazaar.com

DATA ANALYSIS
INTERPRETATIONS

CONSUMER BEHAVIOR QUESTIONAIRE


Q1. How do you come to know about Big Bazaar?
promotion
Advertisement
Colleagues references
Friends/Relatives references
Any other specify
Total

No. of Customers
80
12
4
4
100

Percentage (%)
80
12
4
4
100

4% 4%
12%
Advertisement
Colleagues references
Friend/Relatives references
Any other
80%

IN
TERPRETATION:
From the above study 80% of respondents from Advertisement, 12% of
respondents from Colleagues and 4% of respondents from Friends/Relatives
Remaining 4% of respondents from others.
Q2. How frequently do you visit Big Bizaar?
Particulars

No. of Customers

Percentage (%)

Once in a week

30

30

Twice in a week

43

43

Once in every 15 days

15

15

Once in a month

12

12

Total

100

100

43%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

30%

15%

on
th
m

da
ys
O
nc
e

in

15
O
nc
e

in

Tw
ic
e

ev
er
y

in

we
ek

we
ek

No. of respondents

in
O
nc
e

12%

INTERPRETATION:
From the above study,30% of respondents from once in a week, 43% of
respondents from twice in a week and 15% of respondents from every 15 days
Remaining 12% of respondents from every month.

CHI SQUARE TEST:


The above analysis is also analysed with the chi square test to find
the dependency between no of visits to Big Bazaar and Goods bought. This
test is as follows.
Ho= There is relation between visits and goods bought in Big Bazaar.
Ha = There is relation between no. of visits and goods bought in Big Bazaar.
Caliculation of 2 has been presented in the table.

Once in week
Twice in week
Once in 15 days
Once in 30 days

Food

clothes Electronics furniture others

items
10
5
8
2
25

7
18
1
6
33

2
7
3
2
14

5
12
1
0
18

6
1
2
1
10

30
43
15
12
100

X2 = (f-f1)f1 = 24.9456
The degree of freedom for the given problem is
(r-1)(s-1) = 12
There fore the probability P nvalue is 0.24 that is around 50% of probability
correct to the hypothesis. There fore it is said that there is no dependency in
between the no of visits to Big Bazaar and the goods bought.

Q3. What is the main purpose of Purchase?x


Particulars
Personal usage/consumption
To Gift
Any other pl. Specify
Total

No. of respondents
71
19
10
100

Percentage (%)
71
19
10
100

No. of respondents
71%

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

19%

10%

An
y

ot
he
r

G
ift
To

Pe
rs
on
al
us
ag
e/
co
ns
um

pt
io
n

No. of respondents

INTERPRETATION:
From the above table we can conclude that the major numbers of
respondents of 71% personal usage, 19% to gift and remaining 10% any other.

Q4. Which category of products do you buy most at Big Bazaar?


Aspects
Food items
Clothes
Electronics
Furniture
Any other pl. Specify

No. of respondents
25
33
14
18
10

Percentage
25
33
14
18
10

Total

100

100

No. of respondents

33%
No. of respondents

18%

pe
ci
fy

10%

An
y

El
ec
tro
ne
cs

Fo
od

ite
m

14%

pl
.S

25%

ot
he
r

35%
30%
25%
20%
15%
10%
5%
0%

INTERPRITATION:
From the above study 25% of respondents from Food items, 33% of
respondents from Clothes and 14% of respondents from Electronics 18% of
respondents from furniture and 10% others.
Q5. You prefer to go in Big bazaar with?
particulars
Family members
Spouse
Friends
Others
Total

No. of respondents
28
13
55
4
100

Percentage (%)
28
13
55
4
100

No. of Customers

4%

28%

Family members
Spouse

55%

Friends
13%

Others

INTERPRETATION:
From the above study 28% of respondents from Family, 13% of
respondents from Spouse and 55% of respondents from Friends and remaining
4% are others.

CHI SQUARE TEST:


The above analysis is also analysed with the chi square test to find
the relation between people who accompany and Products bought. This test
is as follows.
Ho= There is relation between people who accompany and goods bought in Big
Bazaar.
Ha = There is relation between people who accompany and goods bought in Big
Bazaar.

Caliculation of 2 has been presented in the table.


Food
Family mbrs
Spouse
Friends
Others

items
12
2
11
0
25

clothes Electronics furniture others


10
3
20
0
33

3
4
5
2
14

2
2
13
1
18

1
2
6
1
10

28
13
55
04
100

X2 = (f-f1)f1 = 20.4779
The degree of freedom for the given problem is
(r-1)(s-1) = 12
There fore the probability P nvalue is 0.20 that is around 50% of probability
correct to the hypothesis. There fore it is said that there is no dependency in
between the people who accompany and the goods bought in Big Bazaar.
Q6. Which mall you like the most in the city?
Particulars
Big bazaar
Spencer
City central
Hyd central
Total

No. of respondents
72
15
12
1
100

Percentage (%)
72
15
12
1
100

No. of respondents

12%

1%
Big Bazaar
Spencer

15%

City Central
Hyd Central
72%

INTERPRETATION:
From the survey it is observed the 72% of respondents for Big Bazaar, 15% of
respondents for Spencer, 12% of respondents for City central and only 1% of
respondents are hyd central.

Q7. What is the reason behind purchasing in Big Bazaar?


particulars
Goo satisfaction over products
Reasonable prices
More offers
Any others
total

No. of Respondents
10
78
12
0
100

Percentage (%)
10
78
12
0
100

No. of respondents
78%

10%

12%
No. of respondents

ov
er
pr
od
Re
uc
as
ts
on
ab
le
pr
ic
es
M
or
e
O
fe
rs
An
y
ot
he
rs

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

G
oo
d

sa
tis
fa
ct
io
n

0%

INTERPRETATION
From the study it is observed that 10% of respondents for Good
satisfaction over products, 78% of respondents for Reasonable prices, 12% of
respondents for More offers.

Q8. How do you rate the pricing of products at Big Bazaar?


Particulars
Expensive
Competitive
Affordable
Reasonable
Total

No. of Respondents
09
21
36
34
100

Percentage (%)
09
21
36
34
100

No. of respondents

5%

11%

Expensive
Competitive
Afordable

19%

Reasonable

65%

INTERPRETATION:
From the above study 09% of respondents from Expensive, 21% of
respondents from Competitive and 36% of respondents from Affordable 34% of
respondents from Reasonable.

CHI SQUARE TEST:


The above analysis is also analysed with the chi square test to find
the relationship between price of products in Big Bazaar and Goods bought.
This test is as follows.
Ho= There is relation between prices of the products in Big Bazaar and goods
bought in Big Bazaar.
Ha = There is relation between prices of the products in Big Bazaar and goods
bought in Big Bazaar.

Caliculation of 2 has been presented in the table.

Expensive
Competitive
Offerdable
Reasonable

Food

clothes Electronics furniture others

items
3
7
9
6
25

4
5
13
11
33

1
2
3
8
14

0
4
7
7
18

1
3
4
2
10

09
21
36
34
100

X2 = (f-f1)f1 = 8.7773
The degree of freedom for the given problem is
(r-1)(s-1) = 12
There fore the probability P value is 0.87 that is around 50% of probability
correct to the hypothesis. There fore it is said that there is no dependency
between prices of products and goods bought in Big Bazaar.

Q9. Why do you prefer to shop in Big Bazaar?


Particulars
Availability of adequate stock
Convenience of location and timing
Offers and discounts
Variety of products
Total

No. of respondents
16
21
36
27
100

Percentage
16
21
36
27
100

No. of respondents
36%

40%
35%
30%
25%
20%
15%
10%
5%
0%

27%
16%

21%

di
sc
on
ts
an
d
O
fe
rs

Av
ai
la
bi
lit
y

of
ad
eq
ua
te

st
oc
k

No. of respondents

INTERPRETATION:
From the above study 16% of respondents from Availability of adequate
stock, 21% of respondents from Convenience of location and timing, and 36%
of respondents from offers and discounts, 27% of respondents from variety of
products.

CHI SQUARE TEST:


The above analysis is also analysed with the chi square test to find
the dependency between preference to shop and Goods bought. This test is
as follows.
Ho= There is relation between preference to shop and goods bought in Big
Bazaar.

Ha = There is relation between preference to shop and goods bought in Big


Bazaar.
Caliculation of 2 has been presented in the table.

Stock available
Convenience
Offer&discount
s
Variety prdts

Food

clothes Electronic

furnitur

others

items
6
4
10

4
9
13

s
1
5
6

e
2
3
2

3
0
5

30
43
15

5
25

7
33

2
14

11
18

2
10

12
100

X2 = (f-f1)f1 = 21.7921
The degree of freedom for the given problem is
(r-1)(s-1) = 12
There fore the probability P value is 0.21 that is around 50% of probability
correct to the hypothesis. There fore it is said that there is no dependency
between preference to shop and the goods bought in Big Bazaar.

10. what more facility would you like to get at Big Bazaar?
facilities
Membership card
Discount card
Free parking offers
Lucky draw
Total

No. of respondents
18
53
9
20
100

Percentage (%)
18
53
9
20
100

No.of respondents

9%

Membership card
27%

Discount card
Free parking ofers

60%
5%

Lucky draw

INTERPRETATION:
From the data specified, 18% of customers are interested in membership
card, whereas 9% are interested in parking offers, 20% are interested in lucky
draw but more than half are interested in discount card i.e.53% by this we can
say that most of the customers prefers to having discount cards at Big Bazaar.
Q11. How often do you ask for Assistance from store staff in selecting you
purchase?
particulars
Almost always
Frequently
Sometimes
Never
total

No. of respondents
22
30
40
8
100

Percentage (%)
22
30
40
8
100

No. of respondents
40%

40%
35%
30%
25%
20%
15%
10%
5%
0%

30%
22%
No. of respondents

4
Ca
te
go
ry

es
et
im
So
m

Fr
eq
ue
nt
ly

Al
m

os
t

al
wa
ys

8%

INTERPRETATION:
From the above data, we decide that 22% of the customers take
assistance from staff always, whereas 30% take help frequently, 40% have take
assistance sometimes, and 8% will not depend on others. From the collected
data, we can say that the manority of the customers take assistance from the
store staff sometimes.
Q12. How is your overall experience in Big Bazaar?
particulars
Excellent
Good
Poor
Total

No. of respondents
63
27
10
100

Percentage (%)
63
27
10
100

No. of respondents
70%

63%

60%
50%
40%

No. of respondents
27%

30%
20%
10%

10%

0%
Excellent

Good

Poor

INTERPRETATION:
From the above data, we decide that 63%of the customers overall experience in
Big Bazaar is excellent, 27% of the customers overall experience is Good and
only 10% of customers overall experience is poor. From this we can decide that ,
the overall customer satisfaction level is good

Q13. Would you visit Big Bazaar again?


Particulars
Sure
May be
Never
Total

No. of respondents
85
12
3
100

Percentage (%)
85
12
3
100

No. of respondents

15%
Sure
May be
Never

85%

INTERPRETATION:
From the above table we can conclude that the major numbers of
respondents 85% of the respondents say sure, 12% of the respondents say May
be, 3% of the respondents say Never.

Q14. Do you suggest any one to shop at Big Bazaar?


Particulars
Yes
No
Total

No. of respondents
85
15
100

Percentage (%)
85
15
100

85
90
80
70
60

yes

50

No

40
15

30
20
10
0

suggest any one to shop at big bazaar

INTERPRETATION:
From the above table we can conclude that the major numbers of
respondents Yes, 85%, which comprises of 15% of the No.

Q15. How do you suggest to Big Bazaar Management to making present Big
Bazaar to more attractive?
Particulars
To maintain quality products
Reasonable prices
Giving more offers and discounts
convenience
Total

No. of respondents
45
25
25
5
100

Percentage (%)
45
25
25
5
100

No. of respondents

To maintain quality
products

5%
25%

Reasonable prices

45%

Giving more ofers and


discounts

25%

Convenience

INTERPRETATION:
From the study it is observed that 45% of respondents for To maintain
quality products, 25% of respondents Reasonable Prices, 10% of respondents in
Every month, 25% of respondents for Giving more of offers and discounts, 5%
respondents for convenience.
Q17. Mention your satisfaction level for following elements
1.
2.
3.
4.
5.

Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

Elements
1. Location

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2. Operating time
3. Parking facility
4. Cleanness of store
5. Spacious shop floor
6. Easy to locate product
7. Quality product
8. promotion offers
9. price fo the product
10.staff helpfulness
11.flexibility in payment
mode
12.return of value for
money

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1. LOCATION:
Satisfaction level

No. of respondents

Percentage (%)

Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied
Total

25
10
60
5
0
100

25
10
60
5
0
100

Satisfaction level based on Location

Highly satisfied

Satisfied

25

Neither satisfied nor


dissatisfied
Satisfied

10

Highly dissatisfied

60

INTERPRETATION:
From the above data, we decide that 25% of the customers satisfaction
level is highly satisfied on the basis of location of Big Bazaar, 10% of the
customers satisfaction level is satisfied on the basis of location of Big Bazaar,
60% of the customers satisfaction level is neither satisfied nor dissatisfied, 5%
of the customers satisfaction level is dissatisfied and in the customers no ones
satisfaction level is highly dissatisfied.

2. OPERATING TIME:
Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
10
50
27
10
3
100

Percentage (%)
10
50
27
10
3
100

Satisfaction level based on Operating time

10%

3%

Highly satisfied

10%

Satisfied
Neither satisfied nor
dissatisfied

27%
50%

Dissatisfied
Highly dissatisfied

INTERPRETATION:
from the data above specified, 10% of customers are highly satisfied, 50%
of the customers are satisfied, 27% of the customers are neither satisfied nor
dissatisfied , 10% of the customers are dissatisfied , 3% of the customers are
highly dissatisfied on the basis of operating time.

3. PARKING FACILITY:
Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
30
56
6
7
1
100

Percentage (%)
30
56
6
7
1
100

Satisfaction level based on Parking facility


56%

60%
50%
40%
30%

30%
Satisfaction level based on
Parking facility

20%
10%

7%

6%

1%
at
is
fie
d
di
ss

at
is
fie
d
H
ig
hl
y

D
is
s

H
ig
hl
y

sa
tis
fie
d

0%

INTERPRETATION:
from the data above specified, 30% of customers are highly satisfied, 56%
of the customers are satisfied, 6% of the customers are neither satisfied nor
dissatisfied , 7% of the customers are dissatisfied , 1% of the customers are
highly dissatisfied on the basis of parking facility.

4.CLEANNESS OF STORE:
Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
36
22
32
12
0
100

Percentage (%)
36
22
32
12
0
100

Satisfaction level based on Cleanness of store

36%

Satisfaction level based on


Cleanness of store

32%
22%
12%

at
is
fie
d

H
ig
hl
y

di
ss

at
is
fie
d

0%

D
is
s

H
ig
hl
y

sa
tis
fie
d

40%
35%
30%
25%
20%
15%
10%
5%
0%

INTERPRETATION:
from the data above specified, 36% of customers are highly satisfied, 22%
of the customers are satisfied, 32% of the customers are neither satisfied nor
dissatisfied , 12% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Cleanness of store.

5.SPACIOUS SHOP FLOOR:


Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
9
25
40
20
6
100

Percentage (%)
9
25
40
20
6
100

Satisfaction level based on Spacious shop floor


40%

40%
35%
30%

25%
20%

25%
20%
15%

9%

6%

10%
5%

Satisfaction level based on


Spacious shop floor

fie
d
D
is
sa
tis

H
ig
hl
y

Sa
tis
fie
d

0%

INTERPRETATION:
from the data above specified, 9% of customers are highly satisfied, 25%
of the customers are satisfied, 40% of the customers are neither satisfied nor
dissatisfied , 20% of the customers are dissatisfied , 6% of the customers are
highly dissatisfied on the basis of Spacious shop floor.

6.EASY TO LOCATE PRODUCT:


Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
80
8
3
9
0
100

Percentage (%)
80
8
3
9
0
100

Satisfaction level based on Easy to locate product

3%

Highly satisfied

9%

Satisfied

8%

Neither satisfied nor


dissatisfied
Dissatisfied
Highly dissatisfied
80%

INTERPRETATION:
from the data above specified, 80% of customers are highly satisfied, 8%
of the customers are satisfied, 3% of the customers are neither satisfied nor
dissatisfied , 9% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Easy to locate the product.

7.QUALITY OF PRODUCTS:
Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
2
80
10
8
0
100

Percentage (%)
2
80
10
8
0
100

Satisfaction level based on quality of products


80%

Satisfaction level based on


quality of products

at
is
fie
d

0%

di
ss

at
is
fie
d

8%

H
ig
hl
y

H
ig
hl
y

10%

D
is
s

2%

sa
tis
fie
d

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

INTERPRETATION:
from the data above specified, 2% of customers are highly satisfied, 80%
of the customers are satisfied, 10% of the customers are neither satisfied nor
dissatisfied , 8% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Quality of products.

8.PROMOTION OFFERS;
Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
20
60
18
2
0
100

Percentage (%)
20
60
18
2
0
100

Satisfaction level based on Promotion ofers


60%
60%
50%
40%
30%

20%

18%

Satisfaction level based on


Promotion ofers

20%
2%

10%

at
is
fie
d

D
is
s

at
is
fie
d

0%

H
ig
hl
y

D
is
s

H
ig
hl
y

sa
tis
fie
d

0%

INTERPRETATION:
from the data above specified, 20% of customers are highly satisfied, 60%
of the customers are satisfied, 18% of the customers are neither satisfied nor
dissatisfied , 2% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Promotion Offers.

9.PRICE OF THE PRODUCT:


Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
4
90
3
0
3
100

Percentage (%)
4
90
3
0
3
100

Satisfaction level based on Price of the product


90%

Satisfaction level based on


Price of the product
3%

at
is
fie
d

D
is
s

at
is
fie
d

0%

H
ig
hl
y

H
ig
hl
y

3%

D
is
s

4%

sa
tis
fie
d

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

INTERPRETATION:
from the data above specified, 4% of customers are highly satisfied, 90%
of the customers are satisfied, 3% of the customers are neither satisfied nor
dissatisfied , 0% of the customers are dissatisfied , 3% of the customers are
highly dissatisfied on the basis of Price of the product.

10.STAFF HELPFULNESS:
Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
52
8
25
12
3
100

Percentage (%)
52
8
25
12
3
100

Satisfaction level based on Staff helpfullness

12%

Highly satisfied

3%

Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied

52%

25%

Highly Dissatisfied
8%

INTERPRETATION:
from the data above specified, 52% of customers are highly satisfied, 8%
of the customers are satisfied, 25% of the customers are neither satisfied nor
dissatisfied , 12% of the customers are dissatisfied , 3% of the customers are
highly dissatisfied on the basis of staff helpfulness.

11.FLEXIBILITY IN PAYMENT MODE:

Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
10
80
7
3
0
100

Percentage (%)
10
80
7
3
0
100

Satisfaction level based on Flexibility in payment mode

7% 3%

Highly satisfied

10%

Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied
Highly dissatisfied

80%

INTERPRETATION:
from the data above specified, 10% of customers are highly satisfied, 80%
of the customers are satisfied, 7% of the customers are neither satisfied nor
dissatisfied , 3% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Flexibility in Payment mode.

12.RETURN OF VALUE FOR MONEY:


Satisfaction level
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied

No. of customers
5
60
35
0
0
100

Percentage (%)
5
60
35
0
0
100

Satisfaction level based on Return of value of money

Highly satisfied

5%

Satisfied

35%

Neither satisfied nor


dissatisfied
60%

Dissatisfied
Highly Dissatisfied

INTERPRETATION:
from the data above specified, 5% of customers are highly satisfied, 60%
of the customers are satisfied, 35% of the customers are neither satisfied nor
dissatisfied , 0% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Return of Value for Money.

FINDINGS
SUGGESTIONS

From the responses of 100 customers the findings can be listed as:
As per the findings, all are having the awareness of Big Bazaar. We can
say that Big Bazaar have good place in the minds of the customers.

As per the findings 60% of male customers are come to Big Bazaar for
shopping.
The customers who were mainly age guoup of 26- 35 years are shopping
at Big Bazaar.
It has been found that the Majority of the Respondents come to know
about the Big Bazaar through Friends/Relatives References and
Advertisements only. So we can say that the word of mouth and
advertisements are plays a very important role when customers shopping
at Big Bazaar.
As per findings, Majority of the Respondents are visits Big Bazaar twice
in a week. By this, we can say that most of the customers are coming to
Big Bazaar regularly.
As per findings, Majority of the Respondents are purchasing for the
Purpose of Personal use/consumption only.
As per findings, Majority of the respondents are interested to shopping at
Clothes.
Most of customers are prefer to come to Big Bazaar with friends, and
customers are motivates by them at purchase.
Majority of the respondents are interested to visit Big Bazaar when
compare to other malls.
As per the findings, majority of the customers choose the Big Bazaar for
availability of products as well as reasonable prices.
Majority of the customers are rate for affordable pricing in Big Bazaar.
As per findings, most of the customers prefer to shop in Big Bazaar for
offers & discounts.
As per findings, most of the respondents are taking assistance from the
store staff during purchase period. We can say that customers take
assistance from store staff when they shopping in Big Bazaar.
As per the findings, majority of the customers are satisfied with the value
of their money provided by Big Bazaar.

As per findings, overall experience of the respondents is found to be


Excellence as started by 12% of the Respondents, and Good by 60% of
the Respondents, Very few rated as poor.
As per findings, most of the customers opinion is to revisit the Big
Bazaar.
As per findings, Majority of the Respondents are recommended to others
for shopping in Big Bazaar.
As per findings, as much as 45% of the Respondents to suggest the Big
Bazaar to maintain good quality in products.

RECOMMENDATIONS
An attempt has been made to suggest to the Big Bazaar a few measures. These
suggestions have been made within the preview of the data available.
1) The company must go for some more promotional activities rather than
TV, advertisement, hoarding and news papers.
2) The company has to conduct the periodical meetings with customers and
take their valuable suggestions.

3) The company may adopt policy of discounts cards and gifts to customers
while purchasing the products.
4) Innovative efforts must be launched to improve the position through better
marketing strategies.
5) Innovative packaging can give a company an advantage over competitors.
6) The store staff should be trained adequately so as to convince the
Potential buyers, because his performance on jobs has great impact on sale
of a product.
7) Most of the customers belongs to age group of 17-27 years. So, company
has to concentrate more on those people to enhance the sales.
8) Moreover, the company has to concentrate more on the customers of age
group of 28-37 years to enhance the sales.

BIBLIOGRAPHY

BIBLIOGRAPHY
Text Books
Consumer Behavior:

Albert J. Dells Bittas

Consumer Behavior:

David L. Loudon

Principles of Marketing:

Philip Kotler

Marketing Management:

Philip Kotler

Websites:
www.consumerbehavior.com
www.bigbazaar.com
www.panthalone.com
www.futuregroup.com