SYNOPSIS REPORT ON

CONSUMER SATISACTION TOWARD BIG BAZAR

AT KANGRA & DHARAMSHALA

SUBMITTED IN THE PARTIAL FULFILLMENT OF THE

REQUIREMENTS FOR THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATIVE

(SESSION 2017-2019)

SUBMITTED TO: SUBMITTED BY:

DEPARTMENT OF MBA UMESH THAKUR

Exam Roll No 17MBA0121

GOVERNMENT POST GRADUATE COLLEGE DHARAMSHALA (176215)

 INDUSTRY PROFILE

Introduction

The Indian retail industry has emerged as one of the most dynamic and fast-paced industries
due to the entry of several new players. Total consumption expenditure is expected to reach
nearly US$ 3,600 billion by 2020 from US$ 1,824 billion in 2017. It accounts for over 10 per
cent of the country’s Gross Domestic Product (GDP) and around 8 per cent of the
employment. India is the world’s fifth-largest global destination in the retail space.

Market Size

India’s retail market is expected to increase by 60 per cent to reach US$ 1.1 trillion by 2020,
on the back of factors like rising incomes and lifestyle changes by middle class and increased
digital connectivity. Online retail sales are forecasted to grow at the rate of 31 per cent year-
on-year to reach US$ 32.70 billion in 2018.

India is expected to become the world’s fastest growing e-commerce market, driven by robust
investment in the sector and rapid increase in the number of internet users. Various agencies
have high expectations about growth of Indian e-commerce markets.

Luxury market of India is expected to grow to US$ 30 billion by the end of 2018 from US$
23.8 billion 2017 supported by growing exposure of international brands amongst Indian
youth and higher purchasing power of the upper class in tier 2 and 3 cities, according to
Assocham.
Big Bazaar is an Indian retail store that open by sarvesh a chain of hypermarkets, discount
department stores, and grocery stores. The retail chain was founded by Kishore Biyani under
his parent organisation Future Group, which is known for having a significant prominence in
Indian retail and fashion sectors. Big Bazaar is also the parent chain of Food Bazaar, Fashion
at Big Bazaar (abbreviated as fbb) and eZone where at locations it houses all under one roof,
while it is sister chain of retail outlets like Brand Factory, Home Town, Central, eZone, etc.

Founded in 2001 Big Bazaar is one of the oldest and largest hypermarkets chain of India,
housing about 250+ stores in over 120 cities and towns across the country.

History

Big Bazaar was founded in 2001 by Kishore, the founder and chief executive officer (CEO)
of the parent company, the Future Group.

Indian actress Asin and the former Captain of Indian cricket team, Mahendra Singh Dhoni
have previously endorsed for the fashion vertical of Big Bazaar.
 INTRODUCTION TO THE TOPIC

Defining Customer satisfaction :

Need and Importance of the study

To find out the quality of service in terms of transmission coverage, clarity in the reception
and connectivity of the various services that are being offered by BIG BAZAAR.

RESEARCH OBJECTIVES

1. To study the ‘satisfaction’ levels of “BIG BAZAAR” customers.

2. To make suggestions for improvement of their products & their services from the
customer’s point of view based on this research to fulfill customer’s needs.
 3. To find out the quality of service in terms of transmission coverage, clarity in the
reception and connectivity of the various services that are being offered by BIG
BAZAAR.

REVIEW OF LITERATURE

RESEARCH METHODOLOGY

Research in common pursuance refers to a search for knowledge in a scientific and

systematic way for pursuant information on a specified topic. Once the objective is identified
that next step is to collect the data which is relevance to the problem identified and analyze
the collected data in order to find out the hidden reasons for the problem. There are two types
of data namely.

1. Primary Data

2. Secondary Data

Primary data: Primary data refers to data that is collected afresh and recorded for the first time.
Primary data are those data i.e. collected by the researcher himself. It thus happens to be original
in nature. The various methods of collecting primary data are performing surveys through
observation or through correct communication with respondents. But basic manner of primary
data collection is survey method. The primary data for the study was collected through
questionnaire and informal interviews.

Collection of primary data

There are several methods of collecting primary data particularly in surveys and descriptive
researches. Important ones are as follows:

1. Observation Method

2. Interview Method

3. Questionnaire

1) OBSERVATION METHOD: It is the most commonly used methods especially in studies

relating to behavioral sciences. This method implies the collection of information by way of
investigators own observation, without interviewing the respondents. The information obtained
relates to what is currently happening and is not complicated by either the past behavior or future
intentions or attitudes of respondents.

2) INTERVIEW METHOD The interview method of collecting data involves presentation of

oral, verbal stimuli and reply in terms of oral-verbal responses. This method can be used through
personal interview and, if possible, through telephone interview.

Personal Interview - The method of collecting information through personal interview is usually
carried out in a structured way. As such we call this interview as structured interviews. Such
interviews involve the use of a set of predetermined questions and of highly standardized
techniques of recording. Thus, the interviewer in a structured interview follows a rigid procedure
laid down, asking questions in a given format and the order prescribed. As against it, the
unstructured interviews are characterized by flexibility of approach to questioning. Unstructured
interviews do not follow a system of predetermined questions and standardized techniques of
recording information.

3) QUESTIONNAIRE The researcher and the respondents do come in contact with each other if
this method of survey is adopted. Questionnaires are mailed to the respondents with a request to
return after completing the same. It is the most extensively used method in various economic and
business surveys & research. Questionnaire to be used must be prepared very carefully so that it
may prove to be effective in collecting the relevant information

Secondary Data: Secondary data refers to that which has already been collected by someone
else. Secondary data for the study was collected from:
  Company published data and broachers
 Internet
 Books

SAMPLING AREA: Kangra & Dharamshala

SAMPLE SIZE: 200

LIMITATION OF THE STUDY

1) The present research is restricted to the twin cities of Kangra & Dharamshala only.

2) The sample size taken is only 200 and as such is very small as compared to the universe,
this is due to the constraints of time and effort, and as such may not be enough to generalize
to the entire population, however it is presumed that the sample represents the universe.

3) Respondents might have responded with the actual feelings of facts while giving responses
to the questionnaire.

SCOPE OF THE STUDY

1. The scope of project work is to get the opinions from respondents on the issues mentioned
earlier.

2. It is limited to the twin cities of Kangra and Dharamshala and is confined to the urban
areas as the respondents are the subscribers of BIG BAZAAR services is one form or the
other.