CONTENTS

Topic

Page No.

Introduction
a. Company profile
Big bazaar
More Mega Store
Reliance Fresh
b. Details of promoters
1.

Objective of study

2.

Scope of study

3.

Research Methodology
Primary data
Secondary data

4.

Data collection and analysis

5.

Comparative study of Big Bazaar

6.

Different formats of future group

7.

Limitations of study

8.

SWOT Analysis

9.

Customers Feedback

10.

Suggestions

11.

Recommendations

12.

Conclusion

13.

Bibliography

INTRODUCTION

"COMPANY PROFILE"

Future Group
Future Group is Indias leading business group that caters to the entire
Indian consumption space. Led by Mr. Kishore Biyani, the Future
Group operates through six verticals: operates through six verticals:
Retail, Capital, Brands, Space, Media and Logistics.
Apart from Pantaloon Retail, the groups presence in the retail space is
complemented by group companies, Indus League Clothing, which
owns leading apparel brands like Indigo Nation, Scullers and Urban
Yoga, and Galaxy Entertainment Limited that operates Bolwing Co,
Sports Bar and Brew Bar and

The groups joint venture partners include French retailer ETAM group,
US-based stationary products retailer, Staples and UK-based Lee
Cooper. Group Company, Planet Retail, owns and operates the
franchisee of international brands like Marks & Spencer, Next,
Debenhams and Guess in India.
The groups Indian joint venture partners include, Manipal Healthcare,
Talwalkars, Blue Foods and Liberty Shoes.
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 group has launched a
consumer credit and financial supermarket format, Future Money and
soon plans to offer insurance products through a joint venture with
Italian insurance major, Generali.

The group is currently developing over 50 malls and consumption

centers across the country and has formed a joint venture company
focusing on mall management with Singapore-based CapitaLand,
one of Asias largest property companies 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.

Future the word which signifies optimism, growth, achievement,

strength, beauty, rewards and perfection. Future encourages us to
explore areas yet unexplored, write rules yet unwritten; create new
opportunities and new successes. To strive for a glorious future brings to
us our strength, our ability to learn, unlearn and re-learn our ability to
evolve.

The motto of Future Group, to not to wait for the Future to unfold itself
but create future scenarios in the consumer space and facilitate
consumption because consumption is development. Thereby, it will
effect socio-economic development for their customers, employees,
shareholders, associates and partners.

Their customers will not just get what they need, but also get them
where, how and when they need. They are not just posting satisfactory
results, they are writing success stories.

About Aurangabad Big Bazaar

Big Bazaar, Aurangabad

Location: Big Bazaar Aurangabad :- Motiwala Complex,
Akashwani Chowk, Jalna Road, Aurangabad - 431005

More.

With the launch of more.MEGASTORE - a hypermarket, in March

2008, Aditya Birla Retail Ltd. expanded its footprint in large format
retailing, which features both food and non-food products.
Hypermarkets are what can be described as a complete destination
shopping area, where one can enjoy a day out with the entire family
because of a simple fact that hypermarket consists of variety of options
under just one roof. The result is a very large retail facility which carries
an enormous range of products like grocery, fruits & vegetables, general
merchandise, electronics, computers, mobile phones, apparel, footwear

sports and FMCG products, with national, international and house

brands all under a single roof.
Currently, eleven hypermarkets operate under the
brand more.MEGASTORE in Mysore, Vadodara, Indore, Mahadevpura
& Old Madras Road (Old Chetan Talkies) in Bengaluru, Mumbai,
Hyderabad, Vashi, Rohini & Kirti Nagar in New Delhi & Nashik.

RELIANCE FRESH

Reliance Fresh is the convenience store format which forms part of the
retail business of Reliance Industries of India which is headed
by Mukesh Ambani. Reliance plans to invest in excess of Rs
25000 crores in the next 4 years in their retail division. The company
already has in excess of 560 reliance fresh outlets across the country.
These stores sell fresh fruits and vegetables, staples, groceries, fresh
juice, bars and dairy products.

Future Group conglomerate

Future Group has six business pillars:

Future Retail
All the retail lines of business like food fashion and home will come
under this vertical.

Future Brand
Custodian of all the present and future brands that are either developed
or acquired by the group.

Future Space
Will have a presence in property and mall management.

Future Capital
Will provide consumer credit and micro finance services, including
marketing of MFs and insurance policies, and management of real estate
and consumer fund.

Future Media
Will focus on revenue generation through effective selling of retail
media spaces.

Future Logistic
To drive efficiencies across businesses via better storage and
distribution.

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

GROUP MISSION:
Future Group shares the vision and belief that their customers and
stakeholders shall be served only by creating and executing future
scenarios in the consumption space leading to economic development.

They will be the trendsetters in evolving delivery formats, creating retail

realty, making consumption affordable for all customer segments - for
classes and for masses.
They shall infuse Indian brands with confidence and renewed ambition.
They shall be efficient, cost- conscious and committed to quality in
whatever they do.
They shall ensure that their positive attitude, sincerity, humility and
united determination shall be the driving force to make them successful.

CORE VALUES:

 Indianness: Confidence in themselves.

Leadership: To be a leader, both in thought and business.
Respect and Humility: To respect every individual and be humble
in their conduct.
Introspection: Leading to purposeful thinking.
Openness: To be open and receptive to new ideas, knowledge and
information.
Valuing and Nurturing Relationships: To build long-term
relationships.
Simplicity and Positivity: Simplicity and positivity in their
thought, business and action.
Adaptability: To be flexible and adaptable, to meet challenges.
Flow: To respect and understand the universal laws of nature.

DETAILS OF PROMOTERS
BOARD OF DIRECTORS

Mr. Kishore Biyani, Managing Director

Mr. Kishore Biyani is the Chief Executive

Officer of Future Group and Managing
Director, Pantaloon Retail India Ltd.He
started off his entrepreneurial career with
manufacturing and distribution of branded
mens wear products .In 1997 Kishore Biyani led the groups foray into
modern retail with the opening up of the first department store
Pantaloons in Kolkata.In 2001 he created and evolved a pan-Indian,
class-less model Big Bazaar a hyper market chain followed by Food
Bazaar, a super market chain which blended the look ,touch and feel of
Indian Bazaars with western hygiene. This was followed by Central, a
first of its kind seamless mall located in the heart of major Indian cities.

As the CEO of Future Group, Kishore Biyani leads the groups presence
across the Indian consumption space. Kishore Biyani prides in being an
Indian.

Mr. Gopikishan Biyani, Whole Time Director :Gopi Kishan Biyani is Commerce graduate and has more than twenty
years of experience in the Textile Business.

Mr. Rakesh Biyani, CEO Retail :Rakesh Biyani is 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.

Ved Prakash Arya, Independent Director :He is an MBA from IIM-Ahmedabad, AMP from Harvard University
and ESSEC-France. His previous assignments were CEO - Globus,

H&R

Johnson,

Asia

net

Satellite

Communications,

Hathway

Investments.

Mr. Shailesh Haribhakti, Independent Director :Shailesh Haribhakti is a Chartered Accountant, Cost Accountant, and a
Certified Internal Auditor.
He is the Deputy Managing Partner of Haribhakti & Co., Chartered
Accountants and past president of Indian merchant Chambers.
He is on the Board of several Public Limited Companies, including
Indian Petrochemicals Corporation Ltd., Ambuja Cement Eastern Ltd.
etc. He is on the Board of Company since June 1, 1999.

Mr. S.Doreswamy, Independent Director

S.Doreswamy is a former Chairman and Managing Director of Central
Bank of India and serves on the Board of DSP Merrill Lynch Trustee and
Co and Ceat Ltd. among others.
Dr. D.O.Koshy, Independent Director

Dr. D.O.Koshy holds a doctorate from IIT, Delhi and is the Director of
National Institute of Design (NID), Ahmedabad .HE was over 24 year
rich experience in the textiles and garment industry and was
instrumental in setting up of NIFT centers in Delhi, Chennai and
Bangalore.He is renowned consultant specializing in international
marketing and apparel retail management.

Ms. Anju Poddar, Independent Director

Anju Poddar holds a bachelor of Engineering from university of
Oklahoma and is a Director of, NIFT; Hyderabad chapter .She also
serves on the board of Maharishi commerce Ltd. and Samay Books Ltd
among others.

Ms.Bala Deshpande, Independent Director

Ms.Bala Deshpande is Executive Director ICICI Venture Funds and also
serves on the Boards of Deccan Aviation, Nagarjuna Construction
Welspun India and Shoppers Stop Ltd among others.
Mr.Anil Harish, Independent Director

Anil Harish is the partner of DM Harish & Co. Associates and solicitors
and LLM from university of Miami. He also serves the Board Mahindra
Gesco, Unitech, Induslnd bank and Hinduja TMT, among others.

Different Formats of Future Group

Format -1
Pantaloon Retail (India) Limited, is India's
leading retail company with presence across
multiple lines of businesses. The company owns and manages multiple
retail formats that cater to a wide cross-section of the Indian society
and is able to capture almost the entire consumption basket of the
Indian consumer. Headquartered in Mumbai (Bombay), the company
operates through 5 million square feet of retail space, has over 331
stores across 40 cities in India and employs over 17,000 people. The
company registered a turnover of Rs. 2,019 crore for FY 200809.Pantaloon Retail forayed into modern retail in 1997 with the
launching of fashion retail chain, Pantaloons in Kolkata. In 2001, it
launched Big Bazaar, a hypermarket chain that combines the look and
feel of Indian bazaars, with aspects of modern retail, like choice,
convenience and hygiene.
Food Bazaar, food and grocery chain and launch Central, a first of its
kind seamless mall located in the heart of major Indian cities, followed
this. Some of its other formats include, Collection i (home improvement

products), E-Zone (consumer electronics), Depot (books, music, gifts

and stationary), all (fashion apparel for plus-size individuals), Shoe
Factory (footwear) and Blue Sky (fashion accessories). It has recently
launched its etailing venture, future bazaar.com
Background: Founded in 1987 as a garment manufacturing company,
the company forayed into modern retail in August 1997 with the launch
of its first department store, Pantaloons in Kolkata.
Listing: Pantaloon Retail is a listed company on the Bombay Stock
Exchange (BSE, Scrip Code: 523574) and National Stock Exchange
(NSE, Symbol: PANTALOONR).

Format-2
CENTRAL

Central, the showcase seamless mall concept is one of the more popular
offerings in the lifestyle segment that celebrates shopping in India.
During the year, Central capitalized on its positioning of being a
destination where citizens can just come and unwind, whether its for
shopping for a wide range of national and international brands, enjoying
their favorite cuisine at the multiple specialty restaurants and food courts
or watching the latest movie releases at the in-house multiplexes.
The most reputed brands are showcased in Central. It is also emerging as
the destination of first choice for new fashion brands in India. Central
assures better visibility, instant recognition, good quality and
commercially viable space on the basis of the optimum space utilization
concept, taking the brand closer to the consumer. With brands within
Central competing against the best brands in the country, it also allows
benchmarking for these brands.

The coming year will also witness many new concepts being introduced
at all central malls. Some of these concepts include communications
(MPort and Gen M), electronics (E-Zone), furniture and accents

(Collection I), fitness equipments and wellness zones, books, music,

gifts & stationery (Depot) and fine dining restaurants etc. Some of the
new alliances that the group has entered into, like Etam, Lee Cooper and
Gini & Jony will also share space within all Central malls.

Format-3

BIG BAZAAR
Isse sasta aur accha kahin nahi!

Big Bazaar has clearly emerged as the favorite shopping destination for
millions of its consumers, across the country, its success is a true
testament to the emotional bonding it has established with the Indian
consumer, on account of its value offerings, aspirational appeal and
service levels.
Shop till you drop! Big Bazaar has democratized shopping in India and
is so much more than a hypermarket. Here, you will find over 170,000
products under one roof that cater to every need of a family, making Big
Bazaar Indias favorite shopping destination.
At Big Bazaar, you will get the best products at the best prices 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 you get products available at prices
lower than the MRP, setting a new level of standard in price,
convenience and quality.

If you are a fashion conscious buyer who wants great clothes at great
prices, Big Bazaar is the place to be. Leveraging on the companys
inherent strength of fashion, Big Bazaar has created a strong value-formoney proposition for its customers. This highlights the uniqueness of
Big Bazaar as compared to traditional hypermarkets, which principally
revolve around food, groceries and general merchandise.
Boasting of an impressive array of private labels, Big Bazaar is
continually striving to provide customers with a complete look. So be it
mens wear, womens wear, kids wear, sportswear or party wear, Big
Bazaar fashions has it all!

Format-4

Fashion Station
Fashion Station, which represents the companys offering of the latest in
fashion for the masses, has met with reasonable success since its launch
in 2004-05. These thematic stores that offer the most contemporary in
fashion and accessories, is another of the value added propositions that
Pantaloon seeks to offer. The aspirational mass of consumers who are
bombarded with the latest in style through media penetration, hedonism
and peer emulation, need an outlet that meets their requirements of
trendy, latest and yet affordable fashion. Fashion Station is positioned to
meet their requirements, and thereby take fashion to the masses.

Format-5
Food Bazaar
Across India, food habits vary according to community, customs and
geography. Food Bazaar, through its multiple outlets addresses this. At

the same time it offers best quality products at wholesale prices to a

wide cross section of the India population. Food Bazaar effectively
blends the look, touch and feels of the Indian bazaar with the choice,
convenience and hygiene that modern retail provides. The food and
grocery division of the company was launched in 2002-03 and has
grown to 47 stores nationwide at the end of the current financial year.
Most stores are located within Big Bazaar, Central and Pantaloons and
act as strong footfall generators. There are separate stand-alone Food
Bazaars as well. The business contributed just fewer than 50 per cent of
value retailing, and about 20 per cent to the companys turnover during
2005-06. Food Bazaar offers a variety of daily consumption items,

which include staples, soaps and detergents, oils, cereals and biscuits.
On the product category side, the primary segregation is done on the
basis of staples, fresh produce, branded foods and home and personal
care products.

Format-6
Electronic zone
In the Rs.25000 crore consumer durable industry, which is growing at
nearly 6 per cent every year, E-Zone has already emerged as a force to
reckon with. This lifestyle retail format offers a never experienced
before environment for shopping for the best in national and

international consumer electronic and durables brands. It retails

products ranging from music systems to laptops, from the latest plasma
television sets to DVD players, from washing machines to airconditioners to name a few. Typically in excess of 12,000 square feet in
size, E-Zones are primarily stand-alone concepts, but are also present
within the companys Central malls. During the year 2005-06, the
company had two stand-alone E-Zones operational at Indore and
Bangalore, coupled with another two E-Zones within the Bangalore and
Pune Central Malls. The company has earmarked significant expansion
in this format for the coming year, with nearly 20 more E-Zones coming
up across the country.

Format-7
HEALTH BEAUTY & WELLNESS
Beauty, appearance and health consciousness is on the rise across socioeconomic segments in the country. With rising disposable incomes

matched by a spurt in lifestyle-induced illnesses, people are more than

willing to experiment and spend on health, beauty and wellness. The
Indian consumer spends almost 8 per cent of his wallet share on health,
beauty and wellness, translating into a tremendous opportunity for this
nascent sector. It is estimated that the Indian consumers spend nearly US
$ 9 billion currently on wellness, health and beauty and this will go up to
US $ 13 billion by the end of the decade. A growing emphasis on holistic
and preventive healthcare has led to a boom in the fitness and wellness
industry.

Delivery Formats Star & Sitara

In the beauty space, the companys
offering, Star & Sitara aims at
pampering the beauty conscious consumer by offering the latest beauty
products, ranging from cosmetics, skin and hair care, aromatherapy and

fragrances. Star & Sitara is set to be part of most Big Bazaar and every
Beauty and Health Mall, which the company is in the process of setting
up. There were 6 Star & Sitara operational as on June 2006.

Star & Sitara Beauty Salon

Star & Sitara, the beauty services offering,
doubles as a unique parlor and salon for men and women. Customers
will be treated to the best quality hair and skin services at unbelievable
prices. One such store was operational as on the 30th June 2006.

Beauty & Health Mall

Pantaloon, will be the first retailer in
India to offer health, beauty and
wellness products and services. This will be led through its Beauty &

Health Mall format. Typically, of around 25,000 square feet each, these
centers will include pharmacies and beauty product zones and a host of
other offerings such as health cafes, gymnasium, healthcare services,
retailing fitness equipments, yoga centers and books on health and
fitness etc. The company plans to open at least three Health & Beauty
Malls during the year 2006-07 in Bangalore, Ahmedabad and Mumbai.

Format-8
Liberty Shoes
With fashion being the focus of the company, the intent is to provide a
complete wardrobe experience to the consumer that includes not just
apparel but fashion accessories also. Accessories speak a lot about the
personality of the individual and are a reflection of the attitude of the

wearer. Footwear is one such category in the fashion sphere that truly
embodies the phrase-best foot forward.
Footwear as a category has been present in most of the companys Big
Bazaar; Fashion Station, Pantaloons and Central retail formats. During
the year under review, Pantaloon explored the opportunity to get into
branded footwear, by partnering with the well-established footwear
company Liberty Shoes. The joint venture named Foot Mart Retail
(India) Limited would launch branded footwear retail chains in the
country under the Shoe Factory brand.

These stores would be located within most retail spaces that Pantaloon
would be present in, and as stand alone stores across the country.
Shoe Factory stores would be a destination for men, women and children
of all ages, who can choose from a wide variety of quality footwear at
various price points, suiting their budgets. The venture launched its first
store in Ahmedabad on 5th May 2006. Spread over nearly 13,000 square

feet, this value format houses a wide range of the latest and trendiest
footwear and accessories for all occasions, at unbeatable prices.

Format-9
GINI & JONY

The company recognizes that the organized kids wear category has
shown signs of sizeable growth over the past couple of years. In order to
expand and consolidate its presence in this category, the company
entered into a joint venture with the countrys leading kids wear retailer,
Gini & Jony Apparels Pvt. Ltd. This equal joint venture named GJ
Future Fashions Limited, apart from gaining additional visibility
within all existing and upcoming Pantaloons stores and Central malls
will set up a chain of exclusive kids wear stores throughout the country,
addressing fashion needs of children in all age groups, from 5 to 15
years.

Format-10
PLANET RETAIL

A young and emerging India is also eager to experience international

brands. We sensed this opportunity some time back and have built a
strong portfolio of international brands through our strategic partnership
with Planet Retail Holdings Pvt. Ltd. The alliance with Planet Retail
provides access to international fashion retail chains like Marks &
Spencer, with 9 stores at present; Guess the US brand that has 12 retail
stores currently, and the Spanish brand Womens Secret which is retailed

through 2 outlets. Planet Retail also has a multi-brand international

sportswear format under the brand Planet Sports.
The company is the sole licensee for sportswear brands such as Converse,
Spalding and the Athletes Foot the venture has also launched other

formats like Sports Warehouse, Accessorize, Monsoon, Next, and

Debenhams.

More.

With the launch of more.MEGASTORE - a hypermarket, in March

2008, Aditya Birla Retail Ltd. expanded its footprint in large format
retailing, which features both food and non-food products.
Hypermarkets are what can be described as a complete destination
shopping area, where one can enjoy a day out with the entire family
because of a simple fact that hypermarket consists of variety of options
under just one roof. The result is a very large retail facility which carries
an enormous range of products like grocery, fruits & vegetables, general
merchandise, electronics, computers, mobile phones, apparel, footwear
sports and FMCG products, with national, international and house
brands all under a single roof.

Currently, eleven hypermarkets operate under the

brand more.MEGASTORE in Mysore, Vadodara, Indore, Mahadevpura
& Old Madras Road (Old Chetan Talkies) in Bengaluru, Mumbai,
Hyderabad, Vashi, Rohini & Kirti Nagar in New Delhi & Nashik.

Shopping was never more interesting and easy!! Now no more shop
hopping from one shop to another, just to get your weekly shopping
done, shopping for your various requirements are easily available at just
one stop at more.MEGASTORE
Products
Covering large and spacious area, more.MEGASTORE offers you a
wide range of products spanning across grocery, fruits & vegetables,
general merchandise, electronic products, computers & accessories,
mobile phones & accessories, apparels, footwear, sports and FMCG
products and more at amazing prices and offers.
Please refer to the table below for the product categories available in
our stores:

Apparels - Men/ Women

Infant & Children's

Apparels

Audio & Video (A & V)

Bakery

Beverages

Books and Audio & Video

Information Technology
Products

Large White Appliances

Luggage

Products

Mobile Phone & Accessories

Computer & Accessories

Do it yourself & Auto

Accessories

Personal Care & Cosmetics

Processed Food

Ready to Cook/Prepared

Electronics

FMCG Products

Small White Appliances

Footwear

Sporting Goods

Frozen & Dairy Products

Fruits & Vegetables

Stationery

Furniture

Sun Glasses & Fine

Food

Jewellery

General Merchandise
Home Care Products

Home Decor Products

Home Needs & Home

Upkeep

Services

Staples

Two Wheelers

Toys

For your additional benefit, Consumer Finance on electronics products

such as: Audio & Video and Large White Appliance are available
at more.MEGASTORE
Friendly Return & Exchange Policy

Hassle free Return & Exchange policy at more.MEGASTORE

In case you change your mind, we at more.MEGASTORE would

be pleased to exchange the same for you - no questions asked, as long as
it is in its original packaging and accompanied by its invoice.

In case, an exchange is not required, you will be issued a gift card

equal to the billed value, which can be utilized within the store as per
your convenience.

Can't decide on the right gift? Run out of time? Let your friends
and family get exactly what they want !
Pick the perfect gift with - more.MEGASTORE Gift Card smart,
practical, and truly appreciated. Our gift cards are always the perfect gift
which can be used at themore.MEGASTORE by the recipient to
purchase any gift of his/her choice any time.
Our Gift Cards easily available at the Customer Support Help Desk
located atmore.MEGASTORE

Our destination hypermarket caters to your monthly, weekly and special

occasion-based shopping requirements. more.MEGASTORE is a onestop shopping destination for your entire family, where we offer you a
top-notch experience by giving you a wide spectrum of products, while
making shopping affordable for you and your family.
more.MEGASTORE aims to bring international standards and
operations on par with the rest of the global retailers, while following
stringent quality norms for our private labels, all our manufacturer and
partners are the best in their class.
Weekend getaway destination for the entire family

Whether it's shopping for your daily / weekly household needs, checking
out the latest in technology, trying out the bakery for freshly baked
goodies, or simply relaxing at the caf more. with your friends and
family, more.MEGASTORE has it all. From our wide array of new
gadgets and latest fashion offered by our private label brand, as well as
national & international brands, more.MEGASTORE offers you a
extensive selection to choose from.

Our goal at more.MEGASTORE is to ensure that you get an

exceptional value for money, with great savings from our everyday low
prices, and offers with megabuy, and our private label's promotional
offers from maha.saver, freya, essentials, pebble rock andbig feet there are always plenty of reasons to have a good time
at more.MEGASTORE
For our latest offers and promotional activities, visit our stores or write
in to

RELIANCE FRESH

Reliance Fresh is the convenience store format which forms part of the
retail business of Reliance Industries of India which is headed
by Mukesh Ambani. Reliance plans to invest in excess of Rs
25000 crores in the next 4 years in their retail division. The company
already has in excess of 560 reliance fresh outlets across the country.
These stores sell fresh fruits and vegetables, staples, groceries, fresh
juice, bars and dairy products.

History
After launch, in a dramatic shift in its positioning and mainly due to the
circumstances prevailing in UP, West Bengal and Orissa, it was
mentioned recently in news dailies that Reliance Retail is moving out of
stocking fruits and vegetables. Reliance Retail has decided to minimise
its exposure in the fruit and vegetable business.
The company may not stock fruit and vegetables in some states. Though
Reliance Fresh is not exiting the fruit and vegetable business altogether,
it has decided not to compete with local vendors partly due to political
reasons, and partly due to its inability to create a robust supply chain.
This is quite different from what the firm had originally planned.

When the first Reliance Fresh store opened in Hyderabad last October,
not only did the company say the stores main focus would be fresh
produce like fruits and vegetables at a much lower price, but also spoke
at length about its farm-to-fork" theory. The idea the company spoke
about was to source from farmers and sell directly to the consumer,
removing middlemen out of the way.
Reliance Fresh, Reliance Mart, Reliance Digital, Reliance Trendz,
Reliance Footprint, Reliance Wellness, Reliance Jewels, Reliance
Timeout and Reliance Super are various formats that Reliance has rolled
out.

OBJECTIVE OF THE STUDY:

With the help of this research I will check:

How Big Bazaar satisfies its customers

How they implement their policies to satisfy them

To understand the organization structure or hierarchy of the

company.

To understand the working of the various departments.

To enable us to gain an insight into the corporate world.

To understand the various responsibilities and duties carried out by

each department.

Scope of the Study

 This report is based on the study conducted at Big Bazaar, Aurangabad.

It aims at understanding the companys establishment, organization

structure, departments, techniques, marketing strategies and the
advantages it is having over the competitors.

An attempt is made to analyze the companys performance in

comparison to the theoretical aspects.

It aims to understand the skills of the company in the areas like

technological advancements, competition and in management.

Research Methodology

 Observing the working of various departments like finance, safety,

human resource, production, purchasing etc.

Discussion with the company executives, managers and employees.

Visiting and surfing websites of the company.

Sources of Data

Primary data

Secondary data

Primary Data

The data collected for the first time through observation and interview
method. The data is collected by observing the working of various
departments and also by interviewing the managers of all the
departments. It is also obtained by the help of staff members.

This phase involved preliminary investigation of the various factors

which possibly affects the customers preferences towards the various
available brands. The secondary data gathered was analyzed to
understand the current market scenario, brands available & USPs of
different brands.

Secondary Data

The data is collected by secondary sources also. The data is collected

through company manual, product brochure, company website and
annual report.

PROBLEMS AND RESEARCH QUESTIONS:

1.

Whether customers of different categories are equally satisfied?

2.

What are the various customer satisfaction techniques applied by

the Big Bazaar management.

RESEARCH DESIGN

Sample Information
I have used Random sampling method because it assures that I will be
able to represent not only the overall population, but also key subgroups
of the population, especially small minority groups.

Size of sample
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.

DATA COLLECTION AND INTERPRETTION

1. Do you frequently shop at Big Bazaar ?

shop at big bazaar

every week

once in a 2 week

once in a 3 week

once in a month

20%
33%
13%

33%

2. What comes to your mind when you find about big bazaar?

about big bazaar

discount

product variety

quality

free offer

brands

13%
13%

47%

20%
7%

3. Do you feel that you find different & variety of products?

variety
Yes

No

28%

72%

4. Do you find specific brands that you look in the big bazaar ?

brands do you look

Yes

No

20%

80%

5. In which section do you spend more time while shopping?

Sales
house hold

daily products

food bazaar

other section

20%
33%

27%
20%

6. The cleanliness, hygiene & maintenance in the store?

cleanliness & hygiene

excellent

good

ok

17%

bad

25%

33%

25%

7. Product display in the store?

product display
excellent

good

ok

bad

15%
15%

46%

23%

8. Location of the big bazaar in city?

location
near

long

average

others

11%
36%
27%

27%

9. Is the store layout to move around the store?

layout
strong disagree

some what disagree

some what agree

strongly agree

10%

25%

16%
8%
41%

natural

10. Through which promotional source you come to know about big
bazaar?

source
print media

electronic media

15%

word of mouth

magazine

15%

31%

38%

11. Which of the following services you have used most frequently?

services mostly used

home delivery

exchange

gift hamper

baggage counter

parking

helping

alteration

other

13%

5% 15%
13%

15%
18%

18%
5%

Questionnaire

Name __________ _
Age ____________
Contact no: ____________

1. Do you frequently shop at Big Bazaar ?

Yes No

2. What comes to your mind when you find about big bazaar?
Discount Product variety

Brands

Quality

Free offer

3. Do you feel that you find different & variety of products?

Yes No

4. Do you find specific brands that you look in the big bazaar ?
Yes

No

5. In which section do you spend more time while shopping?

House hold

Daily products

Food Bazaar

Other section

6. The cleanliness, hygiene & maintenance in the store?

Excellent Good

Ok

Bad

7. Product display in the store?

Excellent Good

Ok

Bad

8. Location of the big bazaar in city?

Near Long

Average

Others

9. Is the store layout to move around the store?

Strongly disagree

Some what disagree

Some what Agree

Strongly Agree

10.

Natural

Through which promotional source you come to know

about big bazaar?

Print Media

Magazine

Electronic Media

Word of Mouth

11.

Which of the following services you have used most

frequently?
Home delivery

Exchange

Baggage counter
Alteration

Parking
Other

Gift Hamper
Helping

Thank you for your valuable time!!

COMPARATIVE STUDY OF BIG BAZAAR

Defining Customer Satisfaction:

It is a measurement or indicator of the degree to which customers or
users of an organizations 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.

Why and how to measure 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
Staffs behavior
Complaints or problems
Billing experience
Securitys behavior
Stores 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
others 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 organizations 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. An essential part of assessing satisfaction includes identifying

dissatisfaction. Dissatisfied customers often hold the information you
need to succeed. Understanding when and why dissatisfaction occurs,
helps you implement changes to gain and retain future customers. No
matter what type of business you are in, surveys are an important tool to
help you collect the information you need to understand and evaluate
satisfaction.

LIMITATIONS OF THE STUDY:

In plant training period is short.
Employees and management were busy and were less responsive.
The data collected is subject to variations.
The study is mainly based on the available printed and published
information and opinion of the officers and employees of the
company.

 Non-availability of adequate and essential information due to

complex nature of the study.

SWOT ANALYSIS

STRENGTHS
It is the largest retail store with good ambience in Allahabad.
It has goodwill of being a format of Future Group, which has pan
India presence.
It is located in mall, which usually ensures regular walk-ins.
It stores up to 160000 SKUs, which is in itself the biggest offering
under one roof for customers.

 It has a unique Sabse sasta image, which acts as its USP.

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

Located in upcoming mall, which is future destination for

Allahabad crowd.
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.
Competitors like Vishal & Salasar are at more accessible locations.
Allahabad Customers are less brand conscious & price sensitive on
large.

CUSTOMERS FEEDBACK
Problems are solved in very less time at CSD.
The staff is trained
The vegetables and fruits are not fresh.
Big Bazaar is helping to make Allahabad a modern city
The announcements are not audible.
Some goods are at very high price mostly Food Bazaar items.

 Lack of employees in the store.

The merchandise is good but display is not good.

SUGGESTIONS
Entry gate guards should get more training on behaviour.
Increase the range of other company product, especially in apparels
and food items.
Do not put rotten vegetables and fruits.
There should be some refreshment inside the store.
Increase the sound of announcements more than songs so that one
can hear clearly the offers.

 Make some arrangements at any new schemes or offers such as

queue system so that the crowed can be controlled.
Increase footwear variety.
Big Bazaar should appoint better staff.

RECOMMENDATIONS

Delivery & baggage counter should be outside the store.

There should be a carpet on the floor of the gift section so that the
probability of breaking of fragile items may decrease.
There should be no security hassles before entering the store.
Home delivery should provide with area limitations.
Billing should be hassle free.

 There should be a delivery desk so that Customer receives the

goods from delivery desk and does not have to carry the same.
Dont seal the poly bags as it can be reused
There should be a customer care number to solve any problems
faced by customers.
Allow the carrying of water bottles in the store.

Conclusion
Cross promotion with Club Mahindra.
Auto Branding for promoting Wednesday Bazaar
Promoting schemes via Pamphlets on regular intervals.
Coordination with other functions such as operations, VM, IT,
CSD etc.
Learning about various aspects of CSD

 Problem solving by personal meeting of aggrieved customers at

their doorsteps.

BIBLIOGRAPHY

www.futurebytes.com

www.pantaloon.com

www.retailindia.com

 www.google.com

Principles of Marketing management (Philip Kotler)

Marketing Research