“STUDY OF CUSTOMER

SERVICE WITH REFERENCE TO

BIG BAZAAR”

PRESENTED BY:
Ankit Tiwari
MBA- 1st year, FCBM (AGI)
INTRODUCTION
 Customer service is the provision of services to
customers before, during and after a purchase.
 According to Turban “Customer service is a series of
activities designed to enhance the level of customer
satisfaction – that is, the feeling that a product or
service has met the customer expectation."
COMPANY PROFILE- BIG BAZAAR
 Big Bazaar is a chain of hypermarkets in India, with
more than 256 stores in operation.
 It is a subsidiary of Future Group Venture Ltd.
 Big Bazaar has an official website, FutureBazaar.com,
which is one of the most favorite sites among people of
India for online shopping.
 sells an assortment of products such as fashion, which
includes merchandise for men and women, mobile
accessories, mobile handsets and electronics like home
theatres, video cameras, digital camera, LCD TVs,
kitchen appliances and many more.
Cont.

 BIG BAZAAR was founded in 2001 by Kishore

Biyani.
 Big Bazaar has become a massive hit with lower
middle-class and middle class people as a major
client base.
KEY PERSONS OFBIG BAZAAR
 Board of directors

 Managing director-
 Mr. Kishore Biyani

 Wholetime Director-

 Mr. Gopikishan Biyani

 Mr. Rakesh Biyani
OBJECTIVES OF THE STUDY

 To study how the marketing mix of BIG BAZAAR

influence the customers .

 To study and understand the strengths, weaknesses and

main competitors of Big Bazaar with regard to
services.

 3.To understand the customer feedback about customer

service of big bazaar.
MARKETING MIX OF BIG BAZAAR
 PRODUCT MIX
 The product in the marketing mix of Big Bazaar can
be classified into the following categories –
Apparels, Food, Farm Produce, Home and Personal
Care and Chill Station.
 Apparels usually comprise denims and T shirts,
fabrics and cut pieces, casual clothing, party
clothing, ethnics wear, accessories, dress materials,
sarees, etc.
Cont.
 Big Bazaar offers food which comprises ready to eats,
ready to cook packages, spices, chilled drinks, tea and
coffee etc.
 Farm products include vegetables, fruits, dairy
products,etc.
 Chill stations are at Big Bazaar offering soft drinks,
packages juices, milk and milk products, frozen foods
and ice creams.
 Other than these Big Bazaar also offers Electronics,
Fashion and Jewellery items and Kids and Child
products.
PRICE MIX

 Psychological Discounting
 Special Event Pricing
 Seasonal offs
 Promotional Pricing
 Big Bazaar also offers certain goods at low interest
rates
PLACE MIX
 Initially Identifies Future/Potential development
areas.
 Acquire such areas at an early phase before the
real estate value booms.
 Located at high traffic areas.
PROMOTION
 “Saal Ke Sabse Saste 3 Din”
 Future Pay Wallet Offers
 Advertising(Print ads, TV Ads, Radio)
 Brand Endorsement by Celebrities
 Exchange Offer
 Weekend Discount
 Paytm Wallet Discount
SWOT ANALYSIS OF BIG BAZAAR
 Strengths
 Everyday low pricing
 Point of purchase
 Experience marketing team executive staff
 Emphasis on providing total customer satisfaction
 Variety of stuff under single roof
 Maintain good employee-employer relationship
WEAKNESSES
 Unable to meet store opening targets on time
 Falling revenue per sq ft
 General perception: ‘Low price = Low quality’
 Overcrowded during offers
 Long lines at billing counters which are time consuming
 Limited only to value offering low price products. A
number of branded products are still missing from Big
Bazaar’s line of products. E.g. Jockey, Van heusen,etc
OPPORTUNITIES
 Population of country is growing where the scope of
market is kept on increasing for retail sector.
 Evolving consumer preference.
 Organized retail presently nearly 5% in India. So
it acts as a great opportunities to the organization
for its growth.
 Increasing mall culture in India.
THREATS
 Competition from other value retail chains.
 Unorganized retail also appears to be a threat to
Big Bazaar’s business. A large population still
prefers to visit local convenient stores for daily
purchases
 International players looking to foray India
RESEARCH METHODOLOGY
 Sources of Data

 Primary Source-
 The primary data was collected by means of a survey.
 Questionnaires were prepared and customers of the big bazaar at
Haldwani branch were approached to fill up the questionnaires.
 The questionnaire contains questions which reflects the type and
quality of services provided by the Big bazaar to the customers.
 The response of the customer is recorded on a grade scale of
strongly disagree, disagree, uncertain, agree and strongly agree for
each question.
 The filled up information was later analyzed to obtain the required
interpretation and the findings.
Cont.
 Secondary Source- In order to have a proper
understanding of the customer service of Big
Bazaar a depth study was done from the various
sources such as books, a lot of data is also collected
from the official website of the Big bazaar and the
articles from various search engines like Google,
yahoo search and answers.com.
RESEARCH DESIGN

 The research design is exploratory till identification

of customer services parameters. Later it becomes
descriptive when it comes to evaluating customer
perception of customer service of the big bazaar.
RESEARCH SAMPLE

 SAMPLING PLAN:
 Since it is not possible to study whole universe, it
becomes necessary to take sample from the
universe to know about its characteristics.
 Sampling Units: Customers of Big bazaar.
 Sample Technique: Convenience Sampling.
 Research Instrument: Structured Questionnaire.
 Contact Method: Personal Interview.
SAMPLE SIZE
 The work is a case of Big bazaar representing
large per cent of the market share of Indian retail
sector. The survey was conducted in the city of
Haldwani with one branch of big bazaar, with 50
customers as respondent.
DATA COLLECTION TOOL
 Data is collected from various customers through
personal interaction.
 Some other information is collected through
secondary data also.
 Data was collected through a structured
questionnaire, likert technique is used.
 Likert scale is simply a statement which the
respondent is asked to evaluate according to any
kind of subjective or objective criteria, generally the
level of agreement and disagreement is measured.
RESEARCH LIMITATIONS

 The study is only for the big bazaar confined to a particular

location and a very small sample of respondents. Hence the
findings cannot be treated as representative of the entire
retail industry.
 Respondents may give biased answers for the required data.
Some of the respondents did not like to respond.
 Respondents tried to escape some statements by simply
answering “neither agree nor disagree” to most of the
statements. This was one of the most important limitation faced,
as it was difficult to analyse and come at a right conclusion.
 In our study we have included 50 customers because of time
limit.
RESULTS AND FINDINGS
 Most of the cutomers visit Big Bazaar once in a
weak to buy the product and services.Whereas
30% of them visit during special offers, 10 % when
need arises, 8% twice in a month.
 We found that 66% of people are happy with the
location of big bazaar as compared to other 34%.
It means that big bazaar is available at most
preferred place in Haldwani.
Cont.
 Employees in Big bazaar are willing to help you.
With this statement more respondent give
weightage to average. Good were 10 people i.e.
20% respondents.
 From our analysis we have found that 42%
respondents agreed that employees of big bazaar
have complete knowledge to answer their questions.
26% respondents rate it as average to this
statement and only 16% to excellent. 10% to fair
and. 6% to poor
Cont.
 We also found that most of the people were
affected & attracted with offers and schemes.
 Consumer choose malls to shop because they all
want variety and brands. According to customers it
is economical as compared to other places.
SUGGESTIONS
 Advertising is the basic and most prominent tool to increase
the awareness of product. So, Big Bazaar should use this
tool to increase their share in the market.
 Retail business is successful only when they have a good
customer services. Customer loyalty can only be gain by
providing good or satisfied services to the customers.
 Most respondents take on the spot decision of buying
different products because of the various attractive products
displays. So pretty combination with good services should
be done to retain customers.
 A number of branded products are still missing from Big
Bazaar’s line of products. Big Bazaar should include more
popular brands in their stores.
Cont.
 Quality plays a major role because most respondent
said that they want a quality product and that’s also the
one of the reason for most of the respondents sticking
to particular brand. Customers are also very price
conscious they are having many options in the market.
Along with price, quality standards needs to be
maintained.
 Proper training should be provided to the customer so
that they can deal with customer efficiently
 Various offers can be provided to attract new
customers.
CONCLUSION
 As most of the retail industries did market research
before entering into market. Same thing was done
by Big Bazaar. Location, market, consumer
perception analysis was done by big bazaar.
 In one year, much more diversification was done in
it. And to retain customer they use IT techniques.
Cont.
 Big bazaar, a part of future group is a hypermarket
offering a huge array of goods of good quality for all
at affordable prices.
 Working environment is good and also the various
facilities is provided to increase the customer services.
 There exist a healthy & strong relationship between
employees and managers.
 The employees accept their responsibility
wholeheartedly and perform the services.
 We can conclude that Big Bazaar holds a major share
in retail industry in india.
THANK YOU