LIVE PROJECT REPORT ON

EFFECTIVENESS OF RETAILING MIX IN FOOD

WORLD"

MASTER OF BUSINESS ADMINISTRATION ANNA UNIVERSITY By E.ANBARASI

DECLARATION

I hereby declare that the information presented here is true to the best of my knowledge. Also, the report has not been published any where else.

Acknowledgement
The project of this magnitude would not have been completed singly. Firstly I want to give my hearty thanks to all mighty who made the world and me also. There are many other people without whom the completion of the project would not have been possible. Some have contributed towards this directly while other have provided indirectly. It gives me immense pleasure to thank Mr.Swapline Dutta.(Store Manager) and Mr. Sobhan Banerjee (HR) for providing me training in his reputed organization and giving me a chance to have the experience of actual retail operations. I am indebted to Mr.Bishnath jha (Department Manager)of BIG BAZAAR for his guidance and cooperation in completing this project. Last but not the least I would like to convey my heartiest gratitude to all Members of BIG BAZAAR who helped a lot.

Priti Pranita Khatua

TABLE OF CONTENTS
S.NO. no Contents Page

1 2 3 4 5 6 7 8

COMPANY PROFILE Group vision, mission and values Organization Structure Management style Strategy Department and Products Introduction Research Objective

9-25 26-27 28-29 30 30 31-32 33-40 41-42

9 10 11 12 13 14 15

Research methodology Analysis and Interpretation Findings Recommendations Limitations Bibliography Annexure 64-65

43 44-61 62-63

66-67 68-69 70-72

Company profile
Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai (Bombay), the company operates over 10 million square feet of retail space, has over 1000 stores across 61 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 like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, aLL, Top 10, mBazaar and Star and Sitara. The company also operates an online portal, futurebazaar.com. A subsidiary company,

Home Solutions Retail (India) Limited, operates 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 USbased National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona. Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space. Pantaloon is not just an organization - it is an institution, a centre of learning & development. We believe that knowledge is the only weapon at our disposal and our quest for it is focused, systematic and unwavering. At Pantaloon, we take pride in challenging conventions and thinking out of the box, in travelling on the road less traveled. Our corporate doctrine Rewrite Rules, Retain Values is derived from this spirit. Over the years, the company has accelerated growth through its ability to lead change. A number of its pioneering concepts have now emerged as industry standards. For instance, the company integrated backwards into garment manufacturing even as it expanded its retail presence at the front end, well before any other Indian retail company attempted this. It was the first to introduce the concept of the retail departmental store for the entire family through Pantaloons in 1997. The company was the first to launch a hypermarket in India with Big Bazaar, a large discount store that it commissioned in Kolkata in October 2001. And the company introduced the country to the Food Bazaar, a unique 'bazaar' within a hypermarket, which was launched in July 2002 in Mumbai. Embracing our leadership value, the company launched all in July 2005 in Mumbai, making us the first retailer in India to open a fashion store for plus size men and women. Today we are the fastest growing retail company in India. The number of stores is going to increase many folds year on year along with the new formats coming up. The way we work is distinctly "Pantaloon". Our courage to dream and to turn our dreams into reality that change peoples lives, is our biggest advantage. Pantaloon is an invitation to join a place where there

are no boundaries to what you can achieve. It means never having to stop asking questions; it means never having to stop raising the bar. It is an opportunity to take risks, and it is this passion that makes our dreams a reality.Come enter a world where we promise you good days and bad days, but never a dull moment!

Future Group
Future Group is one of the countrys leading business groups present in retail, asset management, consumer finance, insurance, retail media, retail spaces and logistics. The groups flagship company, Pantaloon Retail (India) Limited operates over 10 million square feet of retail space, has over 1,000 stores and employs over 30,000 people. Future Group is present in 61 cities and 65 rural locations in India. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and online retail format, futurebazaar.com. Future Group companies includes, Future Capital Holdings, Future Generali India Indus League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling Co. Future Capital Holdings, the groups financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels.

The groups joint venture partners include Italian insurance major, Generali, French retailer ETAM group, US-based stationary products retailer, Staples Inc and UK-based Lee Cooper and India-based Talwalkars, Blue Foods and Liberty Shoes.Future Groups vision is to, deliver Everything, Everywhere, Every time to Every Indian Consumer in the most profitable manner. The group considers Indian-ness as a core value and its corporate credo is- Rewrite rules, Retain values.

Human Resources

Discovering talent diversity

The company strongly believes that its sustainable competitive advantage lies in the values that it cherishes, the culture that it imbibes and spirit of enterprise that resides within the organization. Talent management therefore continues to be the core focus for the company. Considering the multiple businesses and rapid expansion expected across the business, the company saw merit in taking a fresh guard to the way in which business would run in order to meet the next leg of expansions. During the year 2006-07, the company conducted an extensive review of in-house talent management, which involved mapping every managerial position in the organization for their skill sets, competence and attitudinal aspects as well as taking an inventory check of the existing talent base and addressing their development needs. Development Centres were created with inhouse assessors, which further aided in identifying potential resources and helped chalk out post assessment development plans. Continuing with its policy of strategic alliances, the company is collaborating on joint degree programs with 15 management schools, design institutes and institutes of higher learning in areas like food business, supply chain management, design experience management etc. This Seekho programme for external and internal candidates has ensured a steady stream of mid level, well trained retail professionals every year. The companys Gurukool programme provides the front-end employees an opportunity to imbibe the companys values and a sense of ownership to the company. The company has also created an Employee Growth Trust Fund that was launched during the last financial year for the senior management.

Equal Opportunity
The company believes that in order to build a sustainable business environment, the composition of its talent base needs to reflect the diversity that exists in our country and among its customers. Therefore the company ensures that the proportional representation of different communities in the Indian population is mirrored in its employee profile. The majority of employees in the

company come from socially and economically marginalized sections of the society. Close to 46% of the employees in the organization are women and the average age within the organization is 27 years. The effectiveness of its talent management initiatives is reflected in the fact that the annual rate of attrition is 8.12%, much below industry levels. The company plans to strengthen its employee platform to about 30,000 people by FY 08, from nearly 18,000 people as on FY 07.

Human Resource Initiatives

Pantaloon Retail believes that one of its sustainable competitive advantages will continue to be the people who are part of the organization. Being in service industry, the Company places a lot of focus is placed on attracting, training, incentivising and retaining talent. The vision is "To provide an environment that creates happy people who have a meaningful life and add value to business and society." With over 18000 employees at an average age of 27 years, the Company prides itself on being a young and energetic organization, driven through the 'The Pantaloon People Management System'. This is built on 5 pillars of people based growth, namely - Culture Building, Performance Management through Balanced Scorecard, People Processes, Management Processes and Leadership Brilliance. Training A competent Learning & Development Team is responsible for training employees at all the levels across the countr y, focusing on primary and secondary research into various aspects of retail and assessment of training needs across Knowledge, Skills & Attitude areas. The emphasis is on creating product and process knowledge through well defined programs like Praarambh and Parikrama. For the critical front line staff, the Company's unique outbound residential training program Gurukool focuses on integrating the mind, body and soul and brings about measurable attitudinal and behavioral changes.

The program has covered nearly 4,500 employees. The SMILE initiative for training of new Store Manager's has been created and disseminated to over 100 store managers by this team

Our customers will not just get what they need, but also get them where, how and when they need. We will not just post satisfactory results, we will write success stories. We will not just operate efficiently in the Indian economy, we will evolve it. We will not just spot trends, we will set trends by marrying our understanding of the Indian consumer to their needs of tomorrow.

It is this understanding that has helped us succeed. And it is this that will help us succeed in the Future. We shall keep relearning. And in this process, do just one thing.

Group Vision
Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in the most profitable manner.

Group 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 segments for classes and for masses. 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, humility and united determination shall be the driving force to make us successful.

Core Values
Indianness: Confidence in ourselves. Leadership: To be a leader, both in thought and business. Respect & Humility: To respect every individual and be humble in our conduct. Introspection: Leading to purposeful thinki

Openness: To be open and receptive to new ideas, knowledge and information. Valuing and Nurturing Relationships: To build long term relationships. Simplicity & Positivity: Simplicity and positivity in our thought, business and action. Adaptability: To be flexible and adaptable, to meet challenges. Flow: To respect and understand the universal laws of nature.

ORAGANATION STRUTURE

STORE MANAGER ASSISTANT STORE MANAGER

DEPARTMENT MANAGER

ASSISTANT DEPARTMENT MANAGER

TEAM LEADER SALES PERSONS Or PROMOTERS

MANAGEMENT STYLE
The organization structure for Big bazaar is flat in nature. For Big bazaar, the divisions are apparel, non apparel and the new business division, which includes gold, footwear and the shop-in-shops. For Food Bazaar, a separate teem has been created which again works independently.

About 1,800 people work for Big bazaar directly. Support and ancillary services comprise another 400 people. A new trainee is put through a basic three day training program before going on the shop floor. Evaluation is done every six months.

THE STRATEGY
Saving is key to the Indian middle class consumer. The store, which would be created, had to offer value to the consumer. Keeping this in mind, the concept of Big bazaar was created. In India, when a customer needs some thing for the home, a typical thought is to seek it from the bazaar. A bazaar is a place where a complete range of products is always available to the consumer. This is true across India. As the store would offer a large mix of products at a discounted price, the name Big bazaar was finalized. The idea was to re-create a complete bazaar, with a large product offering (at times modified to suit local needs) and to offer a good depth and width in terms of range. The mind to market for the first store was just six months.

Price was the basic value proposition at Big bazaar. The Big bazaar outlets sold a variety of products at prices, which were 5 to 60 percent lower than the market price. The line HIGHER STANDARDS LOWER PRICES emphaised this.

INTRODUCTION

A retailer or retail store is any business enterprise whose sales volume comes primarily from retailing. Retail organizations exhibit great variety and new forms keep emerging. There are store retailers, non store retailers, and retail organizations. Consumers today can shop for goods and services in a wide variety of stores. The best-known type of retailer is the department store. Japanese department stores such as Takashimaya and Mitsukoshi attract millions of shoppers each year. These stores feature art galleries, cooking classes, and childrens playgrounds. A retailer is at the end of the distributive channel. He provides goods and service to the ultimate consumers. This he does through his small organization, with the help of a few personnel. In an individual retail store there is not much scope for organization except in the sense that the shopkeeper has to organize apportions his time and resources. The need for organization becomes essential as soon as he hires people o enters into partnership or takes the help of members of his family in running his store. A retailer deals in an assortment of goods to cater to the needs of consumers. His objective is to make maximum profit out of his enterprise. With that end in view he has to pursue a policy to achieve his objective. This policy is called retailing mix. A retailing mix is the package of goods and services that store offers to the customers for sale. It is the combination of all efforts planned by the retailer and embodies the adjustment of the retail store to the market environment. Retailing mix, a communication mix and a distribution mix. The maximum satisfaction to the customers is achieved by a proper blend of all three. The success of the retail stores, therefore, depends on customers reaction to the retailing mix which influences the profits of the store, its volume of turnover, its share of the market, its image and status and finally its survival.

RETAIL
Retailing is the set of business activities that adds value to the products and services sold to the

consumer for their personal or family use. a "retailer" buys goods or products in large quantities from manufacturers or importers, either directly or through a wholesaler, and then sells smaller quantities to the end-user. Retail establishments are often called shops or stores. Retailers are at the end of the supply chain. Manufacturing marketers see the process of retailing as a necessary part of their overall distribution strategy. The term "retailer" is also applied where a service provider services the needs of a large number of individuals, such as a public utility, like electric power. Retailing is an important institution in our society, Retailing provides considerable value to consumers while giving people opportunities for rewarding and challenging careers. Retail formats and companies are now major factors in the industry. The key to successful retailing is offering the right product, at the right price, in the right place, at the right time, and making a profit. Retailers must understand what customers want and what competitors are offering now and in the future.

The World of Organized Retailing

Retailers are using sophisticated communications and information systems to manage their business. The use of new technologies helps retailers reduce their operations costs, while better serving their customers.

To compete against non-store retailers, stores are now becoming more than just places to buy products. customers. They are offering entertaining and educational experiences for their

In this dynamic environment, entrepreneurs are launching new companies and concepts and becoming industry leaders, while traditional firms have had to rethink their business.

Retail managers today must make complex decisions on selecting target markets and retail locations, determining what merchandise and services to offer, negotiating with supplier and distributing merchandise to stores, training and motivating sales associates, and deciding how to price, promote and present merchandise.

RETAIL MIX.
The retail mix is the combination of factors retail used to satisfied customer needs and influences their purchase decision. Its include the type of merchandise and services offered, merchandise pricing, advertising, promotional programs store design merchandise display, assistance to customer provided by salespeople, and convenience of the stores location. Retail mix is the term used to describe the various elements and methods required to

formulate and execute retail marketing strategy. Retail managers must determine the optimum mix of retailing activities and co-

ordinate the elements of the mix. The aim of such coordination is for each store to have a distinct retail image in consumers mind. The mix may vary greatly according to the type of the retailer is in, and the type of

product/services. While many elements may make up a firms retail mix, the essential elements may include:

Store location, merchandise assortments Store ambience, customer service, price, Communication with customer Personal selling Store image

Store design Sales incentives People Process Physical evidence

Composition of retail mix

Place

Product Price Promotion People Process Physical Environment

Key element
1)Place (store location) Target market Channel structure Channel management Retailer image Retail logistics Retail distribution 2)Product (merchandise) Product development Product management Product features and benefits Branding Packaging

3)Price Costs Profitability Value for money Competitiveness Incentives Quality

4)Promotion Developing promotional mixes Advertising management Sales promotion Sales management Public relations Direct marketing 6)Process element Order processing Database management Service delivery Queuing system Standardisation

5)People element Staff capability Efficiency Availability Effectiveness Customer interaction Internal marketing

Retail mix planning

Retail mix plan consists of: Setting objectives Systematic way of identifying a range of options. Formulation of plans for achieving goals Logical sequence of retailing activities.

Importance of Retail mix planning

Hostile and complex retail environment External and internal retail organisation factors interact Maximising revenue Maximising profit Maximising return on investment Minimising costs

Each element has conflicting needs All these variables interact All these variables result in optimum compromise.

Approaches to planning
Top down approach

Retail management sets goals and plans for all levels of management.

Bottom up approach Various units prepare own goals and plans sent up for approval.

It is the effective blending of all the elements of retail mix activities within the retail organization that determines the success of retail management. Discuss this statement and explain with retail examples how the elements of retail mix could be blended to ensure the success of retail operation.

OBJECTIVE
PRIMARY OBJECTIVE :

To study the effectiveness of retailing mix in the store.

SECONDARY OBJECTIVES :

1. To identify the performance of store operations.

2. To understand the quality of services maintained in the store.

3. To determine the performance of sales persons in the store.

4. To understand the availability of products in the store.

5. To identify the effectiveness of atmospherics in the store.

RESEARCH METHODOLOGY
Type of research

Descriptive Type of data

Primary data Data collection method

Data is collected through structured questionnaire. Sampling

Convenient sampling Sample size

100 Data analysis technique

Quantitative

ANALYSIS AND INTERPRETATION

Q1. In a month how many times you visit big bazaar? a) b) c) d) e) Once Twice Thrice More than thrice As per requirement 7 23 8 25 37

40 35 30 25 20 15 10 5 0

37 25

23

Series1

INTERPRETATION:

Out of 100 respondent, 37% people visit the store when they have some requirement and 25% are visited more than thrice, 23% visited two times in month and 7% & 8% people visited one and three times in a month respectively. Most of them regularly visit big bazaar.

Maximum number of people visited store frequently.

Q2. Your shopping experience in big bazaar is always! a) b) c) d) e) outstanding Excellent Good Average Bad 1 21 43 32 3

45 40 35 30 25 20 15 10 5 0

43 32 21 Series1 1 3

INTERPRETATION:
Out of 100 respondent, 43% people has good shopping experience in big bazaar,32% has average and 21% people has excellent. But 1% has outstanding shopping experience and 3% has bad shopping experience.

Maximum numbers of people has a better experience of shopping in big bazaar.

Q3. Brands and products availability in big bazaar is ! a) b) c) d) e) outstanding Excellent Good Average Bad 3 28 44 22 3

44 45 40 35 30 25 20 15 10 5 0

28 22 Series1 3 3

INTERPRETATION:
Out of 100 respondents, Over all 31% customer are satisfied by the availability of brand and products in big bazaar,66% customer product availability is average rest said it is bad.

Some people think there is no good brands and products availability in big bazaar. Especially in apparels.

Q4. Ambience & atmosphere inside the store is ! a) b) outstanding Excellent 5 27

c) d) e)

Good Average Bad

41 21 6

45 40 35 30 25 20 15 10 5 0

41

27 21 Series1 5 6

INTERPRETATION:
Out of 100 respondents, Ambience & atmosphere inside the store is good feel by 41% customers, 27% feel it is excellent and only 3% feel outstanding. But 27% customers are not satisfied by the ambience & atmosphere inside the store of big bazaar.

Due to much noisy and unpleasant environment some of the customer irritates. Atmosphere is really good.

Q5. Discounts and offers served in big bazaar is ! a) b) c) d) e) outstanding Excellent Good Average Bad 7 32 36 23 2

40 35 30 25 20 15 10 5 0 7 32

36

23

Series1 2

INTERPRETATION:
Out of 100 respondents, Discounts and offers served in big bazaar is good said by 36% customers, 32% feel it is excellent and only 7% feel outstanding. But 25% customers are not satisfied by Discounts and offers served in the big bazaar.

Maximum Customers are satisfied by Discounts and offers served in the big bazaar.

Discounts and offers served in the big bazaar are excellent.(Especially in Big day)

Q6. Home delivery services of big bazaar is ! a) b) c) d) e) outstanding Excellent Good Average Bad 7 19 38 28 8

40 35 30 25 20 15 10 5 0 7 19

38 28

Series1 8

INTERPRETATION:
Out of 100 respondents, Maximum number of respondent i.e. 64% is satisfied by Home delivery services of big bazaar rest 36% is not satisfied. Some customer never used this facility.

Q7. Location 0f big bazaar in your city is ! a) b) c) d) e) outstanding Excellent Good Average Bad 29 32 22 13 4

35 30 25 20 15 10 5 0

32 29 22 13 Series1 4

INTERPRETATION:
Out of 100 respondents, 61% is highly satisfied with location of big bazaar in city, 22% is satisfied and only 17% is not satisfied.

Location of big bazaar is outstanding. It is situated central business district (CBD).

Q8. Product display and signage in the store is ! a) b) c) d) outstanding Excellent Good Average 8 36 40 14

e)

Bad
40

40 35 30 25 20 15 10 5 0 8

36

14

Series1 2

INTERPRETATION:
Product display and signage in the store is highly satisfactory according to 44% of the respondent, satisfactory according 40% of the respondent rest 16% are not satisfied with it.

Customers are satisfied with Product display and signage in the store

Q9. In offer days the shopping experience in the store is! a) b) c) d) outstanding Excellent Good Average 3 29 39 25

e)

Bad

39 40 35 30 25 20 15 10 5 0 3 4 Series1 29 25

INTERPRETATION:
Out of 100 respondent, 39% people has good shopping experience in big bazaar, 25% has average and 29% people has excellent. But 3% has outstanding shopping experience and 4% has bad shopping experience.

Maximum numbers of people has a better experience of shopping in offer days.

Some customer do not enter in store due to heavy rush.

Q10. How do you feel about sales persons and promoters? a) b) c) d) e) Outstanding Excellent Good Average Bad 4 21 49 23 3

49 50 45 40 35 30 25 20 15 10 5 0

21

23 Series1

INTERPRETATION:

74% of the respondents are satisfied by the sales persons and promoters in the store rest 26% respondents are not satisfied by the sales persons and promoters in the store Sales persons and promoters behave well with customer.

Q11.The parking facility in bag bazaar is! a) b) c) d) e) outstanding Excellent Good Average Bad 17 29 32 17 5

35 30 25 20 15 10 5 0 17

32 29

17 Series1 5

INTERPRETATION:
78% of the respondents are satisfied by the parking facility in bag bazaar, rest 22% respondents are not satisfied by the parking facility in bag bazaar.

Maximum customer satisfied with the parking facility in bag bazaar

Q12. The quality of the product served by big bazaar is! a) b) c) d) e) outstanding Excellent Good Average Bad 3 19 47 26 5

50 45 40 35 30 25 20 15 10 5 0

47

26 19 Series1 3 5

INTERPRETATION:
21% of the respondents are highly satisfied with the quality of the products at big bazaar, rest 74%

are said the quality of the products in big bazaar is averaged, only 5% said its not good. Maximum number of people is not satisfied with quality of the product.

Q13. The cleanliness and hygiene maintained in the store is ! a) b) c) d) e) outstanding Excellent Good Average Bad 13 41 28 13 5

45 40 35 30 25 20 15 10 5 0

41

28

13

13 5

Series1

INTERPRETATION:
According to maximum number of respondent i.e. 82% feels that cleanliness and hygiene maintained in the store is up to the mark rest 18% feel it is not up to the mark.

Cleanliness and hygiene maintained in the store is up to the mark.

Q14. Are you satisfied with the billing facility at the store? a) b) YES NO 72 28

28

YES 72 NO

INTERPRETATION:
72% of the respondents are satisfied by the billing facility in the store, rest 28 % are not satisfied.

Some customer are not satisfied by billing facility(Especially in offer day and rush hours ).

Q15. Is it easy to move with the trolley in the store? a) b) YES NO 74 26

26

YES 74 NO

INTERPRETATION:
According to 74% of the respondents it is easy to move in the store with trolley only 26% said it is not. The space management in the store is up to mark.

Q16. Do you feel that shopping in big bazaar has made you a more knowledgeable conscious and aware customer? a) b) YES NO 63 37

37 YES NO

63

INTERPRETATION:
According to 63% of the respondents they feel that shopping in big bazaar has made more knowledgeable conscious and aware customer, and 37% they are already knowledgeable conscious and aware customer. Big bazaar has made customer a more knowledgeable conscious and aware customer

Q17.Do you feel that big bazaar provide you value for money? a) b) YES NO 85 15

15

YES NO 85

INTERPRETATION:
Out of 100 respondent, 85% of the respondents feel that big bazaar provide you value for money, 15% feel not.

discovering more value

The above statement is true spotted by the above data.

FINDINGS

Store performing well in attracting the customers. Big bazaar provides better shopping experience. Brands and products availability in big bazaar is not up to the mark. Especially in apparels.

 Noisy and unpleasant environment is irritates customer. Air conditioning is really good. Discounts and offers doing well in the store. In offer days the store management is good. Home delivery services are not used by customer. Product display and signage is good. Quality in products is not up to the mark. Location of big bazaar is outstanding. It is situated central business district (CBD) Parking facility in big bazaar is good. Cleanliness and hygiene maintained in the store is up to the mark

discovering more value

The above statement is true spotted by the above data.

RECOMMENDATIONS

Create awareness & manage home delivery services properly. There should be proper assortment of various product categories. Proper signage should be there so that customer can locate the products easily. Cleanliness and hygiene should be maintained regularly. Proper training should be provided to sales person so that they can deal with the customer efficiently. Various schemes and offers can be provided to them and attract new customers (Use pull strategy). No. of cash counter needs to be increased keeping in view customer traffic intensity.

 Quality in products should be increased up to mark.

Limitations of the study

1. Time limit is the major constraint. 2. Some respondents refuse to co-operate. 3. Some respondents replied half heartedly. 4. Some respondents gave incomplete information.

5. The survey was conducted in very general way as no other variable such as their education
level, occupation and sex.

BIBLIOGRAPHY
BOOK REFERRED: Research methodology (C.R. Kothari)

Retailing Management (Levy & weitz)

WEB SITES: www.pantaloon.com

QUESTIONNAIRE
PERSONAL INFORMATION Dear sir/ Madam, I Priti Pranita Khatua conducting a survey on Effectiveness of retailing mix in Big Bazaar This survey is a part of my partial fulfillment of PGDM (RM) course. Please provide relevant information by filling this questionnaire to make my survey more comprehensive. All details from your part will be kept confidential. Name:- ..

Sex:-

a) Male

b) Female

Contact no.:-

Q1. In a month how many times you visit big bazaar ?

a) Ones

b) twice

c) Thrice

d) more than thrice

e) As per requirement

Q2. Your shopping experience in big bazaar is always!

a) Outstanding

b) Excellent

c) Good

d) Average

e) Bad

Q3. Brands and products availability in big bazaar is !

a) Outstanding

b) Excellent

c)Good

d) Average

e) Bad

Q4. Ambience & atmosphere inside the store is !

a) Outstanding

b) Excellent

c)Good

d) Average

e) Bad

Q5. Discounts and offers served in big bazaar is !

a) Outstanding

b) Excellent

c)Good

d) Average

e) Bad

Q6. Home delivery services of big bazaar is !

a) Outstanding d) Average

b) Excellent e) Bad

c)Good

Q7. Location 0f big bazaar in your city is !

a) Outstanding

b) Excellent

c)Good

d) Average

e) Bad

Q8. Product display and signage in the store is !

a) Outstanding

b) Excellent

c)Good

d) Average

e) Bad

Q9. In offer days the shopping experience in the store is!

a) Outstanding

b) Excellent

c)Good

d) Average

e) Bad

Q10. Is it easy to move with the trolley in the store?

a) Yes

b) No

Q11. How do you feel about sales persons and promoters ?

a) Outstanding

b) Excellent

c)Good

d) Average

e) Bad

Q12. Are you satisfied with the billing facility at the store ?

a) Yes

b) No

Q13.The parking facility in bag bazaar is!

a) Outstanding

b) Excellent

c)Good

d) Average

e) Bad

Q14. The quality of the product served by big bazaar is !

a) Outstanding

b) Excellent

c)Good

d) Average

e) Bad

Q15. The cleanliness and hygiene maintained in the store is !

a) Outstanding

b) Excellent

c)Good

d) Average

e) Bad

Q16. Do you feel that shopping in big bazaar has made you a more knowledgeable conscious and aware customer?

a) Yes

b) no

Q17.Do you feel that bag bazaar provide you value for money?

a)yes

b)No

LOCATION

Big Bazaar, Jail road Buxi Bazaar

Pin : 753005 Phone : 06813052032

Zonal Office : Pantaloon Retail (India) Limited, 03-097,Fourth Floor,Block No - BG, Plot No.5, Action Area - 1B, Block By Block Shopping Mall, P.O. - New Town, (Near Indian Oil Petrol Pump) Kolkata - 700 156 Tel: +91 033-3091 7500/51 Fax: +91 033-3091 7502 e-mail: east.region@pantaloon.com

Regd. Office : Knowledge House, Shayam Nagar, Off. Jogeshwari-Vikhroli Link Road, Jogeshwari East, Mumbai 400060. India Ph +91 22 66442200, Fax +91 22 66442201