“A STUDY ON CUSTOMER SATISFACTION IN BIG BAZAAR,BAREILLY”

In Partial Fulfillment Of The Requirement For The Degree Of

Master Of Business Administration

SESSION- 2018-19

UNDER THE SUPERVISIONOF : SUBMITTED BY:

PROFF. P.B. SINGH NISHA CHAUHAN

Head And Dean Of MBA(GEN) 4th SEM
Department Of Roll No. : 9409010939
Business Admistration

MAHATMA JYOTIBA PHULE ROHILKHAND UNIVERSITY

BAREILLY , UTTAR PRADESH 243006
 DECLARATION

I hereby declare that this project entitled “A STUDY OF CUSTOMER

SATISFACTION AT BIG BAZAAR, BAREILLY” was sincerely done, during the period from

2019. The study has been undertaken in partial fulfillment for the Degree of Master of Business

Administration at M.J.P.R.U BARILLY.

I also declare that this project has not been submitted to any other institutions or

university.

NISHA CHAUHAN
 ACKNOWLEDGEMENT

It is a great pleasure and honour to express my deep sense to Prof.

P. B SINGH, Head of the department , for allowing me to work in the

field of interest and also my guide who gave his endeavour help and

cooperation in completion of this project.

I express my deep sense to my deep sense to my all faculty member

and co- guides DR. MANJULA SINGH and DR. PRIYANKA RASTOGI

both give me constant encouragement and construction suggestion

whenever required.

There are no words to pay regards to my parents and family

member, friends who took so many difficulties to bring me to this

stage. Without their love and blessing I could not have

accomplishment this task.

Above all, I thank almighty for giving me patience and strength to

overcome the difficulties, which crossed my way in accomplishment

of his endeavour.

NISHA CHAUHAN

MBA (GENERAL) IV TH SEMESTER

 TABLE OF CONTENTS

CHAPTER -1 INTRODUCTION

INTRODUCTION

INDUSTRY PROFILE

PROFILE OF THE COMPANY

CHAPTER -2 REVIEW OF LITERATURE

REVIEW OF LITERATURE

CHAPTER -3 RESEARCH METHODOLOGY

RESEARCH DESIGN

RESEARCH METHOD

METHOD OF DATA COLLECTION

SAMPLE SIZE

DATA ANALYSIS

TOOLS USED FOR DATA ANALYSIS

 CHAPTER -4
DATA ANALYSIS AND INTERPRETATION
ANALTICAL APPROACH PROBLEM SOLVING

OBSERVATION

ANALYSIS

CHECK

CHAPTER-5
SUMMARY OF FINDINGS,SUGGESTIONS &
CONCLUSION
SUMMARY OF FINDINGS

SWOT ANALYSIS

SUGGESTION

CONCLUSION

BIBLIOGRAPHY

ANNEXURE
Big Bazaar ,bareilly
 CHAPTER-1

INTRODUCTION
 INTRODUCTION

Defining Customer Satisfaction:

It is a measurement or indicator of the degree to which customers or users of an organization’s

products or services are pleased with those products or services.

Customer satisfaction to a company can be defined as:

 The company's ability to fulfill the business, emotional, and psychological needs of its
customers;
 Quality of service delivery expected by the customers.
 An internal drive to satisfy an unsatisfied need of customer.
 Providing good service in a pleasant manner and meeting the customer's expectations;
 The measure of the degree to which a product or service meets the customer's
expectations;
 Comparison of expectations versus actual experience.

Measuring Customer Satisfaction

Most companies say that they believe in great customer service, but few set up a system to
ensure that they provide it. To deliver excellent customer service takes both understanding what
your customers want and the way to see that they receive it.

Delighted Customers Are Profitable:

It is widely accepted that it is almost five times more profitable to sell to an existing customer
than to find a new customer. More important, the difference between satisfied customers and
very satisfied customers can make a big difference in customer repeat business and the profits.
Measuring client satisfaction is very important and distinguishing between degrees of
satisfaction by using customer surveys is crucial.
Measuring Customer Satisfaction

There are several ways to gather input from customers. The simplest way to find out how
customers feel and what they want is to ask them. If you have only 20 customers, you can talk to
each one personally. The advantage of this approach is that you'll get a personal "feel" for each
customer.
The disadvantage is that you'll gather different information from each customer depending on
how the conversation goes.
Customer surveys with standardized survey question insure that you will collect the same
information from everyone. Remember that few of your customers will be interested in "filling
out a questionnaire". It's work for them without much reward. By launching a customer survey as
an attempt to find out "how we can serve you better" -- your customers will feel less put upon.

Here are a few of the possible dimensions that one could measure:
 Quality of product
 Pricing
 Offers and discounts
 Staff’s behavior
 Complaints or problems
 Billing experience
 Security’s behavior
 Store’s ambience & cleanliness
 Overall experience in store
Using satisfaction Surveys to achieve a Competitive advantage

Consider these statistics:

 Only 4% of all customers with problems complain

 The average person with a problem eventually tells 9 other people
 Satisfied patients and customers tell 5 other people about their good treatment
 Cost of acquiring a new customer is usually 5-7 times greater than retaining current ones
 Cost of hiring and training a new employee is up to 10 times greater than retaining
current ones.

These facts underscore the need to satisfy your current customers so they remain with your
organization. Ensuring their satisfaction is vital to your long-term business survival and
profitability. The technology available to both you and your competitors has made it easier to
duplicate each other’s products or services.
Because of this, it is increasingly difficult to rely on features alone to differentiate yourself from
the competition. Excellent customer satisfaction is one of the few ways to achieve a sustainable
competitive advantage.
Satisfaction (and dissatisfaction) affects your organizations bottom line

The value of satisfaction is often underestimated. Loyal customers affect an organization’s

success, which can be difficult to quantify. Loyal customers grow your business by increasing
market share. Over a lifetime, a loyal customer purchases more, purchases at a premium (they
are less sensitive to price), costs less to sell to, and refers your business to others.
 INDUSTRY PROFILE

Industry Insight - Indian Retail Industry

The retail sector in India is witnessing a huge revamping exercise as traditional markets make
way for new formats such as departmental stores, hypermarkets, supermarkets and specialty
stores. Western-style malls have begun appearing in metros and second-rung cities alike
introducing the Indian consumer to a shopping experience like never before.

The Indian Retail Sector

The Indian Retail Sector is at an inflexion point, with changing demographics driving growth of
organized retailing and driving growth in consumption. With an expanding economy, the
country‘s overall retail sector will become a $450 billion (Rs20.85 trillion) business by 2015.
Along the way, the modern retail business will create about 1.6 million jobs in the next five years
acc. to McKinsey. Modern retailers will not only create employment opportunities but also
would help raise India‘s overall economic productivity and could also result in lowering prices of
goods. With changing demographic and economic profile of the Indian population, it is believed
that India is expected to experience accelerated consumption over the next few years.

Growth in organized retail

In sharp contrast to the global retail sector, retailing in India – though large in terms of
size – is highly fragmented and unorganized. With close to 12 million retail outlets India has the
largest retail density in the world. However, most of these retail outlets belong to the
unorganized sector. The Indian retail industry is evolving in line with changing customer
aspirations across product groups, with modern formats of retailing emerging. Organized retail
derives its advantages in generating operational efficiencies while simultaneously catering to
rising consumer aspirations. Size drives economies on procurement, and lowers logistics and
marketing costs while delivering better value to customers in terms of lower price, better quality,
greater selection, improved service and in store ambience.
 COMPANY PROFILE

Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India)
Limited. Kishore Biyani is the Managing Director of Pantaloon retail (India) Ltd and the Group
Chief Executive Officier of Future Group. Pantaloons family store, an organized retail sector was
opened in 1997. This was followed by the opening of Big bazaar, a uniquely Indian
hypermarket format that democratized shopping in India.
Big Bazaar was launched in September, 2001 with the opening of its first four stores
in Calcutta,Indore , Bangalore and Hyderabad. Currently, there are 214 stores across 90 cities
and towns in India covering around 16 million sq.ft. of retail space. In Tamil Nadu, Big Bazaar is
designed as an agglomeration of bazaars or Indian markets with clusters offering a wide range of
merchandise including fashion and apparels, food products, general merchandise, furniture,
electronics, books, fast food and leisure and entertainment sections.
Big Bazaar guaranteed that definitely best products offered at the best prices. Over
1,70,000 products under one roof that cater from apparel to general merchandise like Plastics,
Home Furnishings, Utensils, Crockery, Cutlery, Sports Goods, Car Accessories, Books and
Music, Computer Accessories and many, many more.Big Bazaar is the destination where
products available at prices lower than the MRP, setting a new level of standard in price,
convenience and quality, making Big Bazaar, India's favourite shopping destination.

INNOVATIONS:

 Wednesday Bazaar -Big Bazaar introduced the Wednesday Bazaar concept and
promoted it as “HafteKaSabseSasta Din”. It was mainly to draw customers to the stores
on Wednesdays, when least number of customers is observed. According to the chain, the
aim of the concept is "to give homemakers the power to save the most and even the stores
in the city don a fresh look to make customers feel that it is their day".
  SabseSasta Din- With a desire to achieve sales of Rs 26crores in a one single day, Big
Bazaar introduced the concept of "SabseSasta Din". The idea was to simply create a day
in a year that truly belonged to Big Bazaar. This was launched on January 26, 2006 and
the result was exceptional that police had to come in to control the mammoth crowd. The
concept was such a huge hit that the offer was increased from one day to three days in
2018 (24 to 26 Jan) and to five days in 2019 (22-26 Jan).

 MahaBachat- MahaBachat was started off in 2006 as a single day campaign with
attractive promotional offers across all Big Bazaar stores. Over the years it has grown
into a 6 days biannual campaign. It has attractive offers in all its value formats such as
Big Bazaar, ,

Food Section
 Kids Section

Electronic Bazaar Furniture Bazaar - catering to the entire needs of a consumer.

 The Great Exchange Offer-On February 12, 2009 Big Bazaar launched "The Great
Exchange Offer", through with the customers can exchange their old goods in for Big
Bazaar coupons. Later, consumers can redeem these coupons for brand new goods across
the nation.

Several promotion schemes practiced at Big Bazaar

 Online shopping cash on delivery

 Exchange offers like Junk swap offer
 Payback card
 Future card
 Wednesday bazaar
 Brand endorsement by Asin and M. S. Dhoni
 Advertisement (print ad, radio and TV)
 OBJECTIVE OF THE RESEARCH
 To Find Out The Customer Response Towards Big Bazaar.
 To Study The Satisfaction Level Of Customers In Different
Attributes Of Big Bazaar
 Analyse the customer satisfaction in Big Bazaar
 Understand the consumer perception about Big Bazaar
 Understand the consumer welfare measurement taken by Big
Bazaar

Objectives Of Customer Services

 Provide Customer And Staff With Clear Standards And
Expections
 Use Customer Compliments Comments And Complaints To
Drive Improvements To Service
 Minimize Incidences Of Repeat Contact
 Seek To Provide A Seamless Service For Customers
 Ensure All Customer Contact Reaches An Appropriate
Conclusion
 CHAPTER -2
REVIEW OF LITERATURE

REVIEW OF LITERATURE

Customer satisfaction

Customer satisfaction is a highly personal assessment that is greatly influenced by individual

expectations. Some definitions are based on the observation that customer satisfaction or
dissatisfaction results from either the confirmation or disconfirmation of individual expectations
regarding a service or product. To avoid difficulties stemming from the kaleidoscope of customer
expectations and differences, some experts urge companies to “concentrate on a goal that’s more
closely linked to customer equity.”

According to Kotler-Customer satisfaction depends on the product’s perceived performance

relative to buyer’s expectations. If the product performance falls short of expectations, the
customer is dissatisfied. If performance matches expectations, the customer is satisfied. If
performance exceeds expectations, the customer is highly satisfied or delighted.
Outstanding marketing companies go out of their way to keep important customers satisfied.
Highly satisfied customers make a repeat purchases and tell others about their good experience
with the product. The key is to match customer expectation with company performance. Smart
companies aim to delight customers by promising only what they can deliver, then delivering
more than they promise.

However, although the customer-centered firm seeks to deliver high customer satisfaction
relative to competitors, it does not attempt to maximize customer satisfaction.
A company can always increase customer satisfaction by lowering its price or increasing its
services. But this may result in lower profits. Thus, the purpose of marketing is to generate
customer value profitability. This requires a very delicate balance: The marketer must continue
to generate more customer value and satisfaction but not “give away the house.”

“The gulf between satisfied customers and completely satisfied customers can swallow a
business.

Customer

The question of defining who your customers are seems fairly easy particularly if you have
segmented your market properly and understand who you are trying to satisfy. However subtlety
that frequently goes undetected by many firms is that is that customer set can be divided into two
parts, the apparent customer and the user. The apparent customer is the person or group of people
who decide what product to buy and basically have control over the purse strings. The user is a
person or group who physically uses the product or is the direct recipient of a service.

Satisfaction

As in defining customer above, defining satisfaction also appears simple. However as with
customer there is a subtlety that needs addressing. Satisfaction by most definitions simply means
meeting the customer’s requirement.

Customer satisfaction is a concept that more and more companies are putting at the heart of their
strategy, but for this to be successful they’re needs to be clarity about, what customer satisfaction
means and what needs to happen to drive improvement. Without this, there is a risk that
customer satisfaction becomes little more than a good intention, with confused objectives failing
to address the real issues for customers, one helpful way to look at the problem is to rephrase the
objectives: set the sights on helping the customers meet their goals.

Customer satisfaction can be defined in many different ways. Finding the right way for a
company depends on understanding your customer and on having a clear vision of the role that
customer satisfaction is to play in the strategy. For example, a focus on customer satisfaction can
work alongside existing segmentations to support revenue generation from high value customers
or it can be a company-wide objective rooted in the brand values. For the former, it may be
sufficient to focus on improving customer service, but for the latter a broader definition of
customer satisfaction is necessary, closer akin to corporate reputation.

Whatever the strategy for customer satisfaction, it must at least include getting the basics right.
Failing to achieve this can destroy the reputation as well as losing valuable customers. Every
customer, regardless of their economic worth to the business, has the power to influence –
positively or negatively – a company’s reputation. Once the objectives for the customer
satisfaction strategy are defined there are a number of steps we can take to make sure the focus
on customer satisfaction is effective.
Building a company around Customer Satisfaction

With the increase in customer’s demands and competition it has become a lot more important to
base the entire company on customer service. When doing this one must first realize that every
member of an organization plays an active role in customer service. This includes both external
customers and internal customers within a company.

Customer focused organizations focus both on customer satisfaction and profit. Achieving
customer satisfaction generates the profit. In these organizations top management has frequent
contacts with external customers. The top management uses consultative, participative, and
supportive management styles to get through to the customer. The staff focuses all of its attention
on satisfying the customer’s needs. However, the management’s job is to provide the staff with
support necessary to achieve these goals. The other department and staff in the organization that
do not have direct contact with the external customers deal exclusively with internal customer
satisfaction.

CHAPTER-3
 RESEARCH
METHODOLOGY

RESEARCH METHODOLOGY:

MEANING:
Research also starts with question or problem .its purpose is to find answer to question
through the applicants of scientific method it pursuit of the track with the help of the study and
observation.
Research is an active, diligent, and systematic process of inquiry aimed at discovering,
interpreting, and revising facts. This intellectual investigation produces a greater knowledge of
events, behaviors, theories, and laws and makes practical applications possible. The term
research is also used to describe an entire collection of information about a particular subject,
and is usually associated with the output of science and the scientific method

RESEARCH DESIGN:
A frame work or blueprint for conducing for the marketing research project it details
Of the procedures necessary for attaining the information needed to structure ad or solving
Marketing research problem

DESCRIPTIVE RESEARCH:

Descriptive research a type of conclusive research that has as its major objective
The description of something usually mart characteristics or function

SAMPLING SIZE:
Since the degree of accuracy is directly proportional to the sample size, so I had taken a sample
of 100 customers. Since there are different categories of customers and these are less
homogenous so I had taken a large sample

Sampling technique:
The researcher had used convenient sampling method for this research which comes under
Probability sampling technique. In all forms of research, it would be ideal to test the entire
population, but in most cases, the population is just too large that it is impossible to include
every individual. Many researchers prefer this sampling technique because it is fast, easy and the
subjects are readily available since it is based on the convenience of the respondents.
Sampling method
The used the Questionnaire method as a tool of collecting the required data from the samples.
“A Questionnaire is a list of questions sent to a number of persons for them to answer.
The researcher adopted the Questionnaire method for data collection as and all the respondents
are educated and it helps the respondents to give well thought out answers. In this method the
identity of the respondents are kept anonymous and so the respondents will answer truly.

SOURCES OF DATA COLLECTION- Data collected in this project is both collected both
from both primary and secondary sources of data collection which are as follows-

PRIMARY DATA - The Primary data collection is done through a structured

questionnaire(open & closed) and interview

SECONDARY DATA - Secondary sources are the other important sources through which the
data were collected. Includes internet, websites, journals, articles, and the reports maintained by
BIGBAZAR.

DATA ANALYSIS
The data collected will be analyzed by descriptive analysis. The data will then be presented in a
tabular format to be generated by use of SPSS (statistical package for social sciences) computer
program. There will be the use of mean, percentage and frequency. The mean will give the
average of respondents who agree or disagree. The frequency will show how many times a
certain factor appears and the parentage that agreed or disagrees on various issues. Other forms
of data presentation will be the use of graphs, charts.

STATISTICAL TOOLS USED:

Chi-square test

HYPOTHESIS:
Null Hypothesis (Ho): Big Bazaar products and services satisfy its customer.
Alternate Hypothesis (H1): Big Bazaar product and services do not satisfy its customers.
 CHAPTER – 4

DATA ANALYSIS AND

INTERPRETATION

FREQUENCY TABLE :

Gender:
 male
female

1. How do you rate Big bazaar price?

%
Excellent 24
Good 66
fair 8
poor 2
Total 100

poor
2%
fair
8%
excellent
24%

good
66%
 2.How do you rate quality &variety of product?

%
Excellent 29
Good 64
fair 4
poor 3
Total 100

fair poor
4% 3% 0%

Excellent
29%

Good
64%
3. How do you rate Big Bazaar offer & discounts?

%
Excellent 16
Good 35
fair 11
poor 6
Very good 32
total 100

fair
11% poor
6%

Good
35% Other
very good
38%
32%

Excellent
16%

0%
4. How do you Rate staff’s behavior?

%
Excellent 34
Good 55
fair 11
poor 0
Total 100

poor fair
0% 11% 0%

Excellent
34%

Good
55%
5. How do you Rate store’s ambience & cleanliness?

%
Excellent 42
Good 51
fair 5
poor 2

Total 100

poor
2% fair 0%
5%

Excellent
42%

Good
51%

6. How do you rate Big Bazaar’s customer service desk and store announcements?

%
Excellent 29
Good 64
fair 4
poor 3
Total 100
 ,0
Excellent, 18.9
verry good, 37.5

Good, 32.4

poor, 3.1
fair, 8.1

7. Are you satisfied with the billing of Big Bazaar?

%
Yes 89.5
No 10.5
total 100

100 yes, 89.5

50

no, 10.5
0

yes Column1
no
8. How do you rate security’s behaviour?

%
Excellent 29
Good 64
Fair 4
Poor 3
Total 100

poor fair
2% 5% 0%

Excellent
40%

Good
53%

9. Which type of product you mostely like to purchase from Big bazaar store?

home others
appliances 5%
20%
clothes
25%

grocery
50%
 CHAPTER -5
FINDINGS , SUGGESTIONS
AND CONCLUSION
 FINDINGS

 Inferred that 37% of the people says the customer service desk and the in store
announcements are very good and 32.4% are satisfied
 Inferred that 24% of the people say the prices are excellent and 67% are satisfied
 Inferred that 29% of the people say the quality and variety of the product are excellent
and 65% are satisfied
 Inferred that 16% of the people says that the offers and discounts are excellent and only
35% of the people says its good
 Inferred that 34.7% of the people says that staff behavior is excellent in the store and
12% wasNeutral and 53.3% people says its good
 Factors of customer satisfaction are independent with the type of gender of the customers
 SWOT ANALYSIS

STRENGTHS

 It is the largest retail store with good ambience in BAREILLY.

 It has goodwill of being a format of Future Group, which has pan India presence.
 It stores up to 160000 SKU’s, which is in itself the biggest offering under one roof for
customers..

 Huge parking space as compared to competitors.

WEAKNESS

 No electronic items & furniture to complete the offerings.

 High perishable items like vegetables are kept.
 Security & staff are new and need more experience.
 Cashiering is not up to the mark.
 Cleanliness & hygiene is not up to the standard

OPPORTUNITY

 TG demands segregation of crowd, as there are few places where they can go, Big
Bazaar has a opportunity to be a outing destination.
 Huge potential for entertainment in the city e.g. F-123, Sports bar, E-Zone etc.can do
amazing business.
 Mood of optimism is creeping in the mind of consumers regarding facilities.

THREATS

 A larger mall is coming up in the heart of the city.

 Location is a bit far away from the main city.
 Strong local market with home delivery facility to compete..
BAREILLYCustomers are less brand conscious & price sensitive on large
SUGGESTIONS

 The overall sales satisfaction index from the study reveals that the company is
performing very well and customers buying are much satisfied with the service given to
them.

The only couple problem noticed are:

 Some of the customers have complained about the slack in the delivery process and
timings.
 Therefore, this is the area which is recommend to the showroom to focus a little bit more.
It needs to improve its delivery process and time.
 Need to become little quick and fast. Some of the customers have also complained about
the after purchase services provided by the showroom.

Even though the complaints are minor, the showroom needs to resolve the customer after
purchase service issues in order to achieve customer satisfaction
 CONCLUSION

A highlights of the study on customer satisfaction towards the Big Bazaar, BAREILLY
product76% people like our product mostly the provide small scale industries,80%people
accepted our product but some people provide more better sales and services Inferred that 37.8%
of people strongly agree respondents , 37.4% company people agree,20.7% people respondents
to satisfy after sales and services Find out analyzing table mostly 62% the service provide small
scale Industries17%Company have a problem
 BIBLOGRAPHY

BOOKS:
Balderjahn, I. (1988). "Personality Variables and Environmental Attitudes as
Predictors of Ecologically Responsible Consumption Patterns." Journal of
Business Research 17(1): 51-56.

Mont, O. (2000). Product-Service Systems. Stockholm, Swedish EPA, AFR-report

288: 83.
Marketing research (sixth edition)-nareshk.malkotra
Principles of Marketing management (Philip Kotler)
Marketing Research

WEBSITES:

 www.futurebytes.com

 www.pantaloon.com

 www.retailindia.com

 www.google.com
 5.5 ANNEXURE

Questionnaire:

Name _________

1. How do you rate Big Bazaar Prices?

Excellent  Good  Neutral Very poor 

Poor 

2. How do you rate quality & variety of product?

Excellent  Good  Neutral Very poor 

Poor 

3. How do you rate big bazaar offers & discounts?

Excellent  Good  Neutral Very poor 

Poor 

4. How do you rate staff’s behavior?

Excellent  Good  Neutral Very poor 

 Poor 

5. How do you rate store’s ambience & cleanliness?

Excellent Good  Neutral Very poor

Poor 

6. How do you rate Big bazaar’ customer service desk & in-store announcements?

Excellent  Good  Neutral Very poor

Poor 

7. Are you satisified with the billing of big bazaar?

yes no

8. How do you rate security’s behavior?

Excellent Good  Neutral Very poor

Poor 

9._Whichtype of product you mostely like to purchase from Big bazaar store?

Clothes  Grocery  Home Appliances 

Other
___________________________________________________________________________
_________________________________________________________________