Contents

DECLARATION ............................................................................. Error! Bookmark not defined.

ACKNOWLEDGEMENT ................................................................. Error! Bookmark not defined.
CHAPTER 1 .................................................................................. Error! Bookmark not defined.
INTRODUCTION ......................................................................................................................4
1.1 ABOUT THE PROJECT....................................................................................................4
1.2 STATEMENT OF PROBLEM ................................................ Error! Bookmark not defined.
1.3 LIMITATIONS OF THE STUDY ............................................. Error! Bookmark not defined.
CHAPTER 2 .................................................................................. Error! Bookmark not defined.
2.1 LITERATURE REVIEW ......................................................... Error! Bookmark not defined.
CHAPTER 3 .................................................................................. Error! Bookmark not defined.
3.1 OBJECTIVES OF THE STUDY ............................................... Error! Bookmark not defined.
3.2 RESEARCH METHODOLOGY .............................................. Error! Bookmark not defined.
CHAPTER 4 .................................................................................. Error! Bookmark not defined.
DATA ANALYSIS AND INTERPRETATION .................................. Error! Bookmark not defined.
4.1 AWARENESS TOWARDS DIGITAL PAYMENT……………………………………………………………16

4.2 USAGE OF DIGITAL PAYMENT APP. ............................... Error! Bookmark not defined.
4.3 DURATION OF USING PAYMENT APP. .......................... Error! Bookmark not defined.
4.4 USAGE OF DIFFERENT PAYMENT APP. .......................... Error! Bookmark not defined.
4.5 LINKAGE OF PAYMENT ACCOUNT TO BANK ACCOUNT.Error! Bookmark not defined.
4.6 FREQUENCY OF USAGE OF PAYTM. .............................. Error! Bookmark not defined.
4.7 PURPOSE OF USING APP. .............................................. Error! Bookmark not defined.
4.8 AVERAGE MONTHELY SPENDING. ................................. Error! Bookmark not defined.
4.9 RATING BASED ON DIFFERENT PARAMETERS. ............. Error! Bookmark not defined.
4.10 ANALYSING OBSTACLES. ............................................. Error! Bookmark not defined.
4.11 PROBLEM ASSOSIATE WHEN PEOPLE USE PAYTM………………………………………………..26

4.12 OVERALL RATING. ....................................................... Error! Bookmark not defined.

4.13 PLACE WHERE PAYTM IS MAINLY USE. ....................... Error! Bookmark not defined.
CHAPTER 5 .................................................................................. Error! Bookmark not defined.
5.1 FINDINGS AND CONCLUSION ............................................ Error! Bookmark not defined.
5.2 SUGGESTIONS ............................................................... Error! Bookmark not defined.
5.3 BIBLIOGRAPHY .............................................................. Error! Bookmark not defined.
5.4 ANNEXURE .................................................................... Error! Bookmark not defined.
QUESTIONNAIRE ................................................................. Error! Bookmark not defined.

Page | 1
 INDEX

Chapter Name: Page Number:

 Abstract 2

 About Retail Big Bazaar 3 to 8

 Introduction to topic 9 to 11

 Scope of the Study 12 to 18

 Objective of Study 19 to 20

 Research Methodology 21 to 23

 Limitation 24 to 25

 Data Analysis & Interpretation 26 to 41

 Suggestion and Conclusion 42 to 446

 Bibliography 47 to 47

Page | 2
  Questionnaire 48 to 48

Abstract

The project “A study on customer’s preference and satisfaction towards big bazaar in Rudrapur”

clearly states that how the customers prefer big bazaar for their purchase. The main objective of the

study is to analyze why the customers prefers the organized retail shop for their purchase instead of

an unorganized retail shops and their satisfaction level. For the purpose of the study a questionnaire

was constructed a survey taken from a 50 respondents as consider them as sample where the total

population was infinite in nature. The collected data is analyzed and interpreted with the help of

suitable statistical tools and accordingly the finding and suggestion are constructed which is consider

to be the important part of the project.

Page | 3
 CHAPTER 1

INTRODUCTION

1.1 ABOUT THE PROJECT

Business always starts and closes with customers and hence the customers must be treated as the
King of the market. All the business enhancements, profit, status, image etc of the organization
depends on customers. Hence it is important for all the organizations to meet all the customers’
expectations and identify that they are satisfied customer.

Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall good
relationship with the supplier. In today’s competitive business marketplace, customer satisfaction is
an important performance exponent and basic differentiator of business strategies. Hence, the more
is customer satisfaction; more is the business and the bonding with customer.

Customer satisfaction is a part of customer’s experience that exposes a supplier’s behaviour on

customer’s expectation. It also depends on how efficiently it is managed and how promptly services
are provided. This satisfaction could be related to various business aspects like marketing, product
manufacturing, engineering, quality of products and services, responses customer’s problems and
queries, completion of project, post delivery services, complaint management etc.

Customer satisfaction is the overall essence of the impression about the supplier by the
customers. This impression which a customer makes regarding supplier is the sum total of all the
process he goes through, right from communicating supplier before doing any marketing to post
delivery options and services and managing queries or complaints post delivery. During this process
the customer comes across working environment of various departments and the type of strategies
involved in the organization. This helps the customer to make strong opinion about the supplier
which finally results in satisfaction or dissatisfaction.

Customer’s perception on supplier helps the customer choose among the supplier on basis of
money value and how well the delivered products suit all the requirements. The supplier’s services
never diminishes after the delivery as customer seeks high values post marketing services which
could help them use and customize the delivered product more efficiently. If he is satisfied with the
post marketing services then there are good chances for supplier to retain the customers to enhance
repeated purchases and make good business profits.

It is necessarily required for an organization to interact and communicate with customers on a

regular basis to increase customer satisfaction. In these interactions and communications it is
required to learn and determine all individual customer needs and respond accordingly. Even if the
products are identical in competing markets, satisfaction provides high retention rates. For example,
shoppers and retailers are engaged with frequent shopping and credit cards to gain customer
satisfaction, many high end retailers also provide membership cards and discount benefits on those
cards so that the customer remain loyal to them.

Page | 4
Higher the satisfaction level, higher is the sentimental attachment of customers with the specific
brand of product and also with the supplier. This helps in making a strong and healthy customer-
supplier bonding. This bonding forces the customer to be tied up with that particular supplier and
chances of defection very less. Hence customer satisfaction is very important panorama that every
supplier should focus on to establish a renounced position in the global market and enhance
business and profit.

Current Scenario of Big Bazaar towards Costumer Satisfaction

As customer’s tastes and preferences are changing, the market scenario is also changing from time
to time. Today’s market scenario is very different from that of the market scenario before 1990.
There have been many factors responsible for the changing market scenario. It is the changing
tastes and preference of customer which has bought in a change in the market. Income level of the
people has changed; life styles and social class of people have completely changed now than that of
olden days. There has been a shift in the market demand in today’s world. Technology is one of the
major factors which is responsible for this paradigm shift in the mark. New generation people are
no more dependent departmental stores. Today we can see a new era in market with the opening
up of many departmental stores, hyper market, shopper’s stop, malls, branded retail outlets and
specialty stores. In today’s world shopping is not any more tiresome work rather it’s a pleasant
outing phenomenon now.

My study is based on a survey done on customers of a hypermarket named big bazaar. Big bazaar is
a new type of market which came into existence in India since 1994. It is a type of market where
various kinds of products are available under one roof. My study is on determining the customer’s
satisfaction level of customers in big bazaar.

Vision of Big Bazaar (Future Group)

“Future Group shall deliver Everything, Everywhere, Every time for Every Indian consumer in the
most profitable manner.”

Page | 5
 Mission of Big Bazaar (Future Group)

 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 segment- for classes and for masses.

 We shall infuse Indian brand 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.

Page | 6
 Core Values

 Indianans: 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 thinking.

 Openness: to be open and respective to new ideas, knowledge and information.

 Valuing and nurturing relationship: 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.

Page | 7
 Name of Directors

 Mr. Rakesh Biyani - Joint Managing Director of Future Retail Limited.

 Mr. Rajan Mittal - Non-Executive Director.

 Ms. Gagan Singh - Independent Director

 Mr. Ravindra Dhariwalis - Independent Director.

 Mr. Shailendra Bhandari -Independent Director.

 Ms. Sridevi Badiga - Independent Director.

Page | 8
 Introduction
On
Topic
(Customer Satisfaction)

Page | 9
 Introduction

Business always starts and closes with customers and hence the customers must be treated as the
King of the market. All the business enhancements, profit, status, image etc of the organization
depends on customers. Hence it is important for all the organizations to meet all the customers’
expectations and identify that they are satisfied customer.

Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall good
relationship with the supplier. In today’s competitive business marketplace, customer satisfaction is
an important performance exponent and basic differentiator of business strategies. Hence, the more
is customer satisfaction; more is the business and the bonding with customer.

Customer satisfaction is a part of customer’s experience that exposes a supplier’s behaviour on

customer’s expectation. It also depends on how efficiently it is managed and how promptly services
are provided. This satisfaction could be related to various business aspects like marketing, product
manufacturing, engineering, quality of products and services, responses customer’s problems and
queries, completion of project, post delivery services, complaint management etc.

Customer satisfaction is the overall essence of the impression about the supplier by the
customers. This impression which a customer makes regarding supplier is the sum total of all the
process he goes through, right from communicating supplier before doing any marketing to post
delivery options and services and managing queries or complaints post delivery. During this process
the customer comes across working environment of various departments and the type of strategies
involved in the organization. This helps the customer to make strong opinion about the supplier
which finally results in satisfaction or dissatisfaction.

Customer’s perception on supplier helps the customer choose among the supplier on basis of
money value and how well the delivered products suit all the requirements. The supplier’s services
never diminishes after the delivery as customer seeks high values post marketing services which
could help them use and customize the delivered product more efficiently. If he is satisfied with the
post marketing services then there are good chances for supplier to retain the customers to enhance
repeated purchases and make good business profits.

It is necessarily required for an organization to interact and communicate with customers on a

regular basis to increase customer satisfaction. In these interactions and communications it is
required to learn and determine all individual customer needs and respond accordingly. Even if the
products are identical in competing markets, satisfaction provides high retention rates. For example,
shoppers and retailers are engaged with frequent shopping and credit cards to gain customer
satisfaction, many high end retailers also provide membership cards and discount benefits on those
cards so that the customer remain loyal to them.

Higher the satisfaction level, higher is the sentimental attachment of customers with the specific
brand of product and also with the supplier. This helps in making a strong and healthy customer-
supplier bonding. This bonding forces the customer to be tied up with that particular supplier and
chances of defection very less. Hence customer satisfaction is very important panorama that every
supplier should focus on to establish a renounced position in the global market and enhance
business and profit.

Page | 10
 Current Scenario of Big Bazaar towards Costumer Satisfaction

As customer’s tastes and preferences are changing, the market scenario is also changing from time
to time. Today’s market scenario is very different from that of the market scenario before 1990.
There have been many factors responsible for the changing market scenario. It is the changing
tastes and preference of customer which has bought in a change in the market. Income level of the
people has changed; life styles and social class of people have completely changed now than that of
olden days. There has been a shift in the market demand in today’s world. Technology is one of the
major factors which is responsible for this paradigm shift in the mark. New generation people are
no more dependent departmental stores. Today we can see a new era in market with the opening
up of many departmental stores, hyper market, shopper’s stop, malls, branded retail outlets and
specialty stores. In today’s world shopping is not any more tiresome work rather it’s a pleasant
outing phenomenon now.

My study is based on a survey done on customers of a hypermarket named big bazaar. Big bazaar is
a new type of market which came into existence in India since 1994. It is a type of market where
various kinds of products are available under one roof. My study is on determining the customer’s
satisfaction level of customers in big bazaar.

Page | 11
 Scope
Of
The study

Page | 12
 Scope of the study

The study confines itself in understanding the customers view point of the Marketing Mix Of big
bazaar Rudrapur. The aim of the research is to study the Indian customer satisfaction level and their
choice and preference towards big bazaar.

This research is based on primary data and secondary data. Due to time constraint only limited
number of persons contacted. This study only focuses on urban satisfaction level of customers
because the research conducted in Rudrapur. The study does not say anything about rural
satisfaction level of customer because rural norms/status/attitude & acceptance of the rural
customers differs with urban customers. The scope of research is limited for Rudrapur city.

Page | 13
 Marketing Mix

The basic function of retail is to provide the right goods to the consumer, at the right place and time.
Through the retail marketing mix we can compete with our competitors and achieve the sales target.
The marketing tools that a retail organization uses to pursue its marketing objectives are termed as
the retail marketing mix.

The most channels are:

 Product

 Price

 Place

 Promotion

 Presentation

 Customer Service

 People

Page | 14
 The channels are illustrated in figure given below

Promotion

Place Presentation

Price Customer
Service

Retail

Marketing People
Product

Mix

Page | 15
Channels of Retail Marketing

 Product

One of the main elements of the retail marketing mix is the products and /or services that store
offers to the customer.

Products are also termed as merchandise. The different products that the store offers are together
termed as the merchandise mix.

For example, if we consider the Fashion at department store, the merchandise line comprises:

 Mans wear

 Mans accessory

 Party wear

 Ladies wear

 Kids wear

 Home fashion

 Price

Pricing is an integral part of the retail marketing mix. The price policy that the organization decides
to follow depends on the customer profile of the target audience for its range of products.

Big Bazaar gives the good price to the customer .price makes the good relationship to the customers.

Big Bazaar has a punch line “Isse Sasta Aur Accha Kahin Nahi”

It gives the high discount on the price like; foods products (20%, 25%, 35%), non food products (10%,
20%, 35%), buy one get one free Top Price, buy 3 get one free Park Avenue soap, etc.

Page | 16
Big Bazaar gives many offers to the customer like; the great Indian festival Big Days, Sabse Saste 3
Din, etc. In these types of days it gives the huge discount on the products.

 Place

The location of the retail store was considered to be the most important element of the retail
marketing mix.

Big Bazaar is situated at premier location in Rudrapur, where Levis, Metro city, Industrial area, PVR
and Reebok like stores are situated. It is the best place for Big Bazaar in Rudrapur.

 Promotion

The advertising budget, sales promotion, publicity and the public relations play a very important role
in the competitive world of retailing .these help the store to achieve the short term goals. Promotion
may be price led or occasional led, in which case special merchandise offered by the stores only for
the occasion. Most retail organization run promotions during festival seasons.

Big Bazaar also provides the promotional offers on festival like Diwali, New Year, ID, Valentine day,
etc. Discounts depend on the products.

 Presentation

The manner in which the merchandise is presented at the store level is very important. This aspect
not only deals with the store layout and the ambience created, but also with visual merchandising.

Visual merchandising is the orderly, systematic way of putting stock on display in the retail store.

Big Bazaar presents the store as per the season and occasions like; on Diwali store is decorated with
candles and flowers, on Christmas store is decorated with stars, ribbons, balloons, Christmas tree
and on Independence Day and Republic Day store is decorated with green, orange, and white
balloons, etc. that attract the customers.

 Customer Service

The support services that a retailer offers have become very important today. The credit policies and
the product returns policies need to be clear marketing, buzzwords in the industry today and all
these are aimed at enhancing customer service.

In the Big Bazaar, the product range is good and availability of the products is very easy. Bag Bazaar
provides the low price comparison to the other retailers.

Page | 17
Big Bazaar provides the good services to their customer like; baggage counter, parking, product, help
line, etc.

 People

Retailers operate in a unique environment. The retail industry is characterized by a large number of
inexperienced workers, who need to put in long hours of work. Most of the time, these employees
are in direct contact with the customer and may face irate or unreasonable customer.

The people who work at the front-end of a retail organization are very important, as they are the
manners and products knowledge plays a very important role in building long –term relations with
the customer.

Page | 18
Objective
Of
The Study

Page | 19
 Objective of the study

 To find out with whom people prefer to visit BIG BAZAR.

 To find out how much time usually they spend in big bazar.

 To examine the satisfaction level of consumer at big bazar.

Buying Behaviour- (why people prefer Big Bazaar)

 Buying product with more discount.

 Good Pricing.
 All necessary products in one roof.
 Good facility and services.

Customer Response-

 Good quality with affordable price.

 All necessary products available in same place.

Satisfaction Level-

 If we discuss about satisfaction level by income of costumer, then middle and top level
people are very satisfy with Big Bazaar because they provide branded and good quality
product with good price and good discount on festival and seasonal wise.

Expectation-

Human things always expect more and more it cannot be fulfil by any one because their need and
want will be change according their status and income.

Example:

 Looking for free parking.

 Looking for more discounts.
 Always looking for new fashionable products.

Page | 20
Competitors in Rudrapur-

 Vishal Mega mart mall.

 Gurdas collection.
 Other super market and retail store.

Research
Methodology

Page | 21
 Research Methodology

Period of study has been 2 weeks. Area of study is done in the area of marketing. “Convenience
Sampling” is used in this study. Sample Size of the study is 50 respondents. Data Collection is done
from various customers through personal interaction. Questionnaire is prepared for collecting data.

Majority questions in the Questionnaire were close ended questions and a few open ended
questions.

The study was made through a survey in Big Bazaar and seeks the opinions and Suggestions of the
respondents towards Big Bazaar.

The process included

 Explaining the respondents about the objectives of the project

 Get the respondent’s fill the questionnaire in the most effective manner
 Seeking the opinions & suggestions of customers on the various areas where Big Bazaar can
improve and build itself much stronger in city.
 The research design is descriptive in nature as the study includes the collection of data
through Questionnaire.

Page | 22
 Methods of Data Collection

Primary Data:

The primary data was collected with the help of handing out the questionnaires for the survey and
also through conducting group discussions in the Big Bazaar. The respondents were asked how they
feel about the Big Bazaar. And there shopping experience and the satisfaction level and what are the
things that need improvement were also discussed in length at the discussions.

Secondary Data:

The major source of secondary data is Internet, Big Bazaar documents and journals etc. The
information on Retail industry and company profile of Big Bazaar as whole and the brand was
collected from the Internet, books, journals etc.

Sampling Method:

The sample will be selected based on non-probability method. The sampling is based on the age
group, 25% of the respondents are from age group under 25, 53% of the respondents are from the
age group 26-40, 19% of the respondents are from the age group 41-55, 3% of the respondents are
from the age group 55 & above. Select the sample: The research study was carried out with in Big
Bazaar Hubli.

Sampling Plan

Sampling Unit: Customers

Sampling Method: Convenience Sampling.

Sampling Size: 50 Customers.

Sample Area: Big Bazaar, Rudrapur

Page | 23
Limitation

Of

Study

Page | 24
 Limitation of the study

 The result and findings are based on the opinion of the customers of Rudrapur City and it
cannot be generalized.
 The sample size has been restricted to 50 customers.
 The respondents view and opinion may hold good for the time being and may vary in future.
 Prejudice of some of the customer may mislead the survey

Page | 25
Data Collection

Page | 26
 Data Collection
Data can be classified under two categories depending upon the sources utilized. These categories
are,

i) Primary data ii) Secondary data

Data Collection

Data is collected by using various methods. For the purpose of fulfilling the objective of study and for
completing the Research project Report, both primary and secondary data collected.

Primary sources:

Questionnaire

Keeping in view the objective of study a questionnaire (as given Annexure) was selected there is Ten
in all. All questions are small in size and arranged logically. The language is simple to understand.

Interview

Information was also obtained by conversation with Customers .they was interviewed personally.

Secondary sources:

 The second information is taken from company document available on websites.

 The other related journals information and industry association’s sites have also been
viewed.

SAMPLE SIZE: 50 CONSUMERS contacted during this research work. The nature of sampling is NON
PROBABITITY –CONVINANCE SAMPLING helped in keeping the path of research in focus throughout
the work.

 Collection of the questionnaire

 Sufficient time was given to the respondents to answer the questionnaire.
 Problem faced while collecting and filling questionnaire
 Some of the respondents were hesitant to answer the questionnaire.

Page | 27
 Tabulation

 After all the questionnaires were collected back, the responses were tabulated.
 Each answer of the respondent was tabulated to its respective category.

Page | 28
Data Analysis

Page | 29
 Analysis

I have done a market field survey on big bazaar. I have surveyed around 50 respondents of Rudrapur
who come to visit big bazaar. A specific questionnaire is prepared for the customers and data is
obtained from them by moving around big bazaar and personally interacting with them. The
customers gave me valuable information regarding their consumption pattern in big bazaar. I
collected all those information and a proper analysis is done.

All the analysis and its interpretations are discussed below. Each of the analysis is done as per the
information obtained from the customers and a serious interpretation has been done to best of my
effort.

Page | 30
 Data

Interpretation

Page | 31
 Data Interpretation

1. Do you Visit Big Bazaar?

 Yes 50
 No 0

Pie Chart
No
0%

Yes
100%

Page | 32
2. With whom you prefer to visit BIG BAZAAR?

 Friends 41
 Colleague 17
 Alone 2

Alone
4%
Chart

Colleague
28%

Friends
68%

Page | 33
3. How much time do you usually spend time in BIG BAZAAR?

 An Hour 12
 1-2 Hour 28
 More than 3 Hour 10

Chart
An Hour 1-2 Hour More than 3 Hour

20% 24%

56%

Page | 34
4. Do you visit BIG BAZAAR by advertisement influence?

 Yes 38
 No 4
 Can’t say 8

Chart

Can't say
16%
No
8%

Yes
76%

Page | 35
5. Does the person with whom you visit?

 Yes 43
 No 7

Chart

No
14%

Yes
86%

Page | 36
6. Why do you choose Big Bazaar.

 Less Time 6
 Variety 16
 All under one 28

Chart

Less time
12%

All under one Variety

56% 32%

Page | 37
7. How Customers are satisfied to the payment of Big Bazaar?

 Credit Card 14
 Debit Card 9
 Cash Payment 27

Chart

Credit Card
28%

Cash Payment
54%
Debit Card
18%

Page | 38
8. Why are you satisfying Big Bazaar price of products?

 Good Price 24
 Discounts 8
 Offers 18

Chart

Offers
36%
Good price
48%

Discount
16%

Page | 39
9. Are you happy with the arrangement of Big Bazaar?

 Display 7
 Helping Staff 3
 Good Services 40

Chart

Display
Helping staff
14%
6%

Good Service
80%

Page | 40
10. Are you satisfied with Biz Bazaar’s Parking facilities?

 Yes 46
 No 4

Chart

No
8%

Yes
92%

Page | 41
Suggestion
And
Conclusion

Page | 42
 Suggestion

The following suggestions could be made for the better performance of Big Bazaar, Rudrapur:-

 Review of everyday discounts/offers at signage whether they are updated properly or not.

 More security gadgets and checks should be there to control thefts and employees working.

 Availability of products in each size should be at the floor.

 At least 4 to 6 cash counter should remain open every day to avoid crowd at cash counter.

 Increase the number of supporting staff (team members) on the floor of Food Bazaar to pay
proper attention to the customers.

 Increase the brand and products range in the Food Bazaar to increase the sale.

 Interaction should be there between employees and customers.

 Sitting arrangement and drinking water facilities on the floor for customers should be
maintained regularly.

 The arrangement of merchandise should be proper on the floor.

 Increase more fashionable dress range.

Page | 43
The following suggestions could be made for the better performance of Big
Bazaar, Rudrapur:-

 People mostly visit with friends, Colleague and then family or alone.(68% with friends, 28%
with colleague & 4% with family or alone)

 Usually person spend one to two hour time in big bazar.(56% 1-2 Hour,24% 1 Hour, 20% 3
hour)

 Most of the person visit big bazar by influence of advertisement. ( 76% by Ad, 8% no and 16%
they don’t know)

 Most of the people prefer big bazar by the reason of availability of resource (56% all in one
roof, 16% less time, 32% variety)

 Most of the person prefer cash to pay.(54% cash, 18% Debit card, 28% Credit card)

 Most of the person happy with price of goods.( 48% with price, 36% offer, 16% discount)

 People like big bazar by the reason of service.(80% good service, 14% display, 4% staff)

 Most of the person happy with parking facility.( 92% happy with parking, 8% unhappy)

Page | 44
 Conclusion

 From all the available results this can be concluded that people have huge expectations from
the company. They not only want all the things they are getting from other companies but in
addition they also want some other benefits which in turn can give them security of being a
part of Big Bazaar as a customer in long run.
 Big Bazaar has many brands in Food Bazaar such as Nestle, HUL, Cadbury, Amul, Tata, Parle,
Bikaji, Marico, Adani’s Suffola, etc. but after that they do not have the large product range of
these brands that is why they are losing their customers. Since many customers have
different brand preferences.
 In Food Bazaar they have big brands as mentioned above but many times they do not
achieve the target due to the arrangements of merchandise is not good and employees
interaction with customers are very less.
 However, Food Bazaar contributes almost 50% of daily sale of the store. But sometimes in
normal days, Food Bazaar does not achieve the target. In fact, during festival offers and Big
Days, Food Bazaar has the major contribution in attracting customers and increasing the
store sale.
 So we can say that customers want huge offers and discounts. If Big Bazaar gives huge
discount and offers, it will definitely increase its sales.

All the customers know about the Big Bazaar that is:

“Isse Sasta Aur Achha Kahin Nahi!”

 Although Big Bazaar provides many services yet there are many areas where customers
demand for more than what they should get and which is beyond company policy like, free
servicing, additional free gifts and extra term benefits.

 Company also facing some problems from its previous customer’s side that had some bad
experience about the company product and service. It is due to the less attention of team
members to the customers and not giving them complete information about the products.
Big Bazaar also needs good service at CSD for their customers. In brief, the organization is
working on all these aspects continuously by filling feedback forms from customers and
conducting market research on products range and customers’ preferences.

Page | 45
 Bibliography

This project required a lot of literature survey before it can into this form. Following reference was
made.

Book Name:

 HRM- VSP Rao

 HRM- K Ashwthappa
 Personal Management-S.V Gankar

Websites:

 WWW.google.com
 www.managementparadise.com
 www.bigbazar.com
 www.Wikipedia.com
 www.slideshare.com

Page | 46
 Annexure

Name: ________________________________________________________

Age: ________________________________________________________

Gender: Male: Female:

1. Do you visit big Bazaar?

Yes No

2. With whom you prefer to visit Big Bazaar?

Friends Colleague Alone

3. How much time do you usually spend in a Big Bazaar?

An Hour 1 to 2 Hour More than 3 hour

4. Do you visit the Big Bazaar by advertisement influence?

Yes No can’t say

5. Does the person with whom you visit?

Yes No

6. Why do you choose Big Bazaar?

Less time Variety All under one

7. How customers are satisfied to the payment of Big Bazaar?

Credit Card Debit Card Cash Payment

8. Why are you satisfying Big Bazaar price of products?

Good price Discount Offers

9. Are you happy with the arrangement of Big Bazaar?

Display Helping Staff Good Services

10. Are you satisfied with Big Bazaar’s parking facilities?

Yes No

Page | 47
Page | 48