DECLARATION

I Tripti Singh the student of “Bachelor of Business Administration” from Raj School of
Management & Sciences Varanasi, affiliated to M.G.K.V.P. University, Varanasi hereby declare that
all the information facts & figure gathered by me are first hand in nature and is actually based on my
study. Any resemblance from existing works is purely coincidental in nature.

Date: TRIPTI SINGH

Place: BBA VI Sem.

Roll No. : 16816430014

1
 PREFACE

This Project report attempt bring under one cover the entire hard work and dedication
put in by me in the completion of the project work on customer service with reference
to BIG BAZAR.

I have expressed my experience in my own simple way. I hope who goes through it will
fine it interesting and worth reading . All constructive feedback is cordially invited.

This report is the written Account of What I Learnt experienced during my Survey. I
wish those going through it will not only fine it real but also get useful information .

TRIPTI SINGH

BBA VI Sem.

Roll No. : 16816430014

2
 ACKNOWLEDGEMENT

The project work is pursued as a part of RAJ SMS, Varanasi. I

would rejoice to express emphatically with profound sense of gratitude and

highest veneration, my sincere thanks to Ms. Pooja Singh for giving me

guidance for this project.

Lastly, I am thankful to all the respondents for their corporation &

patience in filling up the questionnaire and to all those who have directly

and indirectly helped me in completing this survey successfully.

TRIPTI SINGH

BBA VI Sem.

Roll No. : 16816430014

3
 INDEX
CHPATER -1 06-45
 INTRODUCTION
 RETAILER OF INDIA
 RETAIL IN INDIA
 FUTURE GROUP
 FUTURE GROUP MANIFESTO
 GROUP VISION
 GROUP MISSION
 CORE VALUE
 MAJOR MILESTONE
 COMPANY PROFILE
 BIG BAZAAR
 VISION
 MISSION
 STORE STUDY
 LEVELS
 LEVEL
 LAYOUT INDEX
 DESCRIPTION
 BOARD OF DIRECTORS
 INDIAN CONSUMPTION COSMOS
 ORGANIZATIONAL CHART
 OBJECTIVES OF STUDY
 SCOPE OF THE STUDY
 LIMITATION

4
CHPATER -2 46-48
 LITERATURE REVIEW
CHPATER -3 49-53
 RESEARCH METHODOLOGY
CHPATER -4 54-63
 DATA ANALYSIS & INTERPRETATION
 SWOT ANALYSIS OF BIG BAZAAR
CHPATER -5 64-74
 FINDINGS
 CONCLUSION
 SUGGESTIONS
 BIBLIOGRAPHY
 QUESTIONNAIRE

5
CHPATER -1

6
 INTRODUCTION

Retail means selling goods and services in small quantities directly to the customer.
Retailing consists all activities involved in marketing of goods and services directly to
the consumers for their personnel family and household use.The Indian retail market is
the first position on the retail destination globally, has been ranked as the most
attractive emerging market for investing in the retail sector by AT Kearney ninth
annual global retail development index(GRDI) in 2010. With rising consumer demand
and greater disposable income, the US$ 400 billion Indian retail sector is clocking an
annual growth rate 30 percent. It is projected to growth to US$ 700 billion by 2010.
According to a report by global consultancy Northbridge Capital. The organized
business is expected to be 20 percent of the total market by then. In 2008 the share of
organized retail was 7.5 percent or US$ 300 million of the total retail market.A
McKinsey report, ‘The rise of Indian Consumer Market’, estimated that the Indian
consumer market is likely to grow four times by 2025. Commercial real estate services
company. CB Richard Ellis finding state that India’s retail market has moved up to the
39th most preferred retail destination in the world in 2009,up from 44 last year.Banks,
capital goods, engineering, fast moving consumer goods(FMCG), software services,
oil, marketing, power, two wheelers and telecom companies are leading the sales and
profit growth of India inc in the fourth quarter of the year 2009-10. Indian continues to
be among the most attractive countries for the global retailers. Foreign direct
investment (FDI) inflow as on September 2009, in single brand retail trading stood at
approximately US$47.43 million, according to the department of industrial policy and
promotion (DIPP)

India overall retail is expected to rise to US$ 833 billion by 2013 and to US$ 1.3 trillion
by 2018, at a compound annual growth rate (CAGR) of 10 percent. As a democratic
country with high growth rates, consumer spending has risen sharply as the youth
population (more than 33 percent of the country as below the age of 15), as seen a
significant increase in its disposable income. Consumer spending rose an impressive 75
percent in the past four years alone.Also Organised retail, which is pegged at around
US$ 8.14 billion, as expected grow at a CARG of 40 percent to touch US$ 107 billion
by 2013.The organised retail sector, which currently accounts for around 7.5 per cent of
the Indian retail market, is all set to witness maximum number of large format malls

7
and branded retail stores in south India, followed by North, West and the East in the
next to years. Tier ІІ cities like Noida, Amritsar, kochi, and Gurgaon, are emerging as
the favored destination for the retail sector worth their huge growth potential Further,
this sector is expected to invest around US$ 503.2 million in retail technology service
solutions in the current financial yea. This could go further up to US$ 1.26 billion in the
next year , at the CARG of 40 per cent.

8
 RETAILER OF INDIA

1) Pantaloon Retail (India) Ltd.

 Pantaloon
 Big Bazaar
 Food bazaar
 Fashion station
 All
 Blue sky
 E-Zone
 Collection I
 Home Town
 Central Mall

2) K. Raheja Group
 Shopper’s Stop
 Home Stop
 Mother care
 Hyper city
 Crossword
 Planet M

3) Tata Trent
 Westside
 Star India bazaar
 Landmark

RPG Group
 Spencer’s supermarket
 Spencer’s daily
 Spencer’s hypermarket
 Music world

9
1) Landmark Group
 Lifestyle
 Home solution
 Fashion lifestyle
 Value retail (Max)
 Kids international

2) Piramal Group
 TruMart store
 Piraymd megastore’s

3) Bharti Wal-Mart
 Hypermarkets
 Small stores

4) Reliance
 Reliance fresh

5) AV Birla Group
 Trinethra
 More

6) Godrej Group
 Godrej Adhar
 Natural basket

10
 RETAIL IN INDIA

According to this year’s Global Retail Development Index India is positioned as the
leading destination for retail investment. This followed from the saturation in western
retail markets and we find big western retailers like Wal-mart and Tesco entering into
Indian market. India’s retail industry accounts for 10 percent of its GDP and 8 percent
of the employment to reach $17 billion by 2010. There are about 300 new malls, 1,500
supermarkets and 325 departmental stores being built in the cities.

The BMI India Retail Report for the third-quarter of 2010, forecasts that the
total retail sales will grow from US$ 353 billion in 2010 to US$ 543.2 billion by 2014.
With the expanding middle and upper class consumer base, there will also be
opportunities in India's tier II and III cities. The greater availability of personal credit
and a growing vehicle population to improve mobility also contribute to a trend
towards annual retail sales growth of 11.4 per cent. Mass grocery retail (MGR) sales in
India are forecast to undergo enormous growth over the forecast period. BMI further
predicts that sales through MGR outlets will increase by 154 per cent to reach US$
15.29 billion by 2014. This is a consequence of India's dramatic, rapid shift from small
independent retailers to large, modern outlets.

BMI forecasts consumer electronic sales at US$ 29.86 billion in 2010, with
over the counter (OTC) pharmaceutical sales at US$ 3.28 billion. The latter is predicted
to be the fastest growing retail sub-sector and BMI forecasts that sales will reach US$
6.18 billion by 2014, an increase of 88.5 per cent.

China and India are predicted to account for almost 91 per cent of regional retail
sales in 2010 and by 2014 their share of the regional market is expected to be more than
92 per cent. Growth in regional retail sales for 2010-2014 is estimated by BMI at 72.2
per cent, an annual average of 14 per cent. India should experience the most rapid rate
of growth in the region, followed by China. For India, its forecast market share of 13.9
per cent in 2010 is expected to increase to 14.3 per cent by 2014.

Moreover, for the 4th time in five years, India has been ranked as the most attractive
nation for retail investment among 30 emerging markets by the US-based global
management consulting firm, A T Kearney in its 8th annual Global Retail Development

11
Index (GRDI) 2009. India remains among the leaders in the 2010 GRDI and presents
major retail opportunities. India's retail market is expected to be worth about US$ 410
billion, with 5 per cent of sales through organised retail, meaning that the opportunity
in India remains immense. Retail should continue to grow rapidly—up to US$ 535
billion in 2013, with 10 per cent coming from organised retail, reflecting a fast-growing
middle class, demanding higher quality shopping environments and stronger brands, the
report added. Bharti Retail strengthened its position in northern India by opening 59
stores, Bharti Wal-Mart is expected to open 10 to 15 wholesale locations in the next
three years, and Marks & Spencer is considering plans to open additional outlets in the
next few years.

Established retailers are tapping into the growing retail market by introducing
innovative store formats. Spencer's Retail, More (owned by Aditya Birla Group) and
Shoppers Stop (owned by K Raheja Group) already plan to expand.

According to a McKinsey & Company report titled 'The Great Indian Bazaar:
Organized Retail Comes of Age in India', organized retail in India is expected to
increase from 5 per cent of the total market in 2008 to 14 - 18 per cent of the total retail
market and reach US$ 450 billion by 2015.

Furthermore, according to a report titled 'India Organized Retail Market 2010',

published by Knight Frank India in May 2010 during 2010-12, around 55 million
square feet (sq ft) of retail space will be ready in Mumbai, national capital region
(NCR), Bangalore, Kolkata, Chennai, Hyderabad and Pune. Besides, between 2010 and
2012, the organized retail real estate stock will grow from the existing 41 million sq ft
to 95 million sq ft.

India continues to be among the most attractive countries for global retailers.
Foreign direct investment (FDI) inflows between April 2000 and April 2010, in single-
brand retail trading, stood at US$ 194.69 million, according to the Department of
Industrial Policy and Promotion (DIPP).

12
 TOP 10 Retail companies in India

 Shoppers' Stop

 Westside (Trent)

 Pantaloon (Big Bazaar)

 Lifestyle

 RPG Retail (Foodworld, Musicworld)

 Crossword

 Wills Lifestyle

 Globus

 Piramals ( Pyramid & Crosswords)

 Ebony Retail Holdings Ltd.

13
 FUTURE GROUP

Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is
one of India’s leading business houses with multiple businesses spanning across the
consumption space. While retail forms the core business activity of Future Group,
group subsidiaries are present in consumer finance, capital, insurance, leisure and
entertainment, brand development, retail real estate development,retail,media and
logistics.Led by its flagship enterprise, Pantaloon Retail, the group operates over 16
million square feet of retail space in 73 cities and towns and 65 rural locations across
India. Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000
people and is listed on the Indian stock exchanges. The company follows a multi-
format retail strategy that captures almost the entire consumption basket of Indian
customers. In the lifestyle segment, the group operates Pantaloons, a fashion retail
chain and Central, a chain of seamless malls. In the value segment, its marquee brand,
Big Bazaar is a hypermarket format that combines the look, touch and feel of Indian
bazaars with the choice and convenience of modern retail.
In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic
expansion of a hypermarket. The first set of Big Bazaar stores opened in
2001inKolkata,Hyderabadand,Bangalore.
The group’s specialty retail formats include supermarket chain – Food
Bazaar, sportswear retailer - Planet Sports, electronics retailer - eZone, home
improvement chain - Home Town and rural retail chain, Aadhaar, among others. It also
operates popular shopping portal futurebazaar.com

Future Capital Holdings, the group’s financial arm provides investment

advisory to assets worth over $1 Billion that are being invested in consumer brands and
companies, real estate, hotels and logistics. It also operates a consumer finance

The group’s presence in Leisure & Entertainment segment is led through,

Mumbai-based listed company Galaxy Entertainment Limited. Galaxy leading leisure
chains, Sports Bar and Bowling Co. and family entertainment centre’s, F123. Through
its partner company, Blue Foods the group operates around 100 restaurants and food

14
courts through brands like Bombay Blues, Spaghetti Kitchen, Noodle Bar, The Spoon,
Copper Chimney and Gelato.

Future Group’s joint venture partners include, US-based stationery products

retailer, Staples and Middle East-based Axiom Communications.Future Group believes
in developing strong insights on Indian consumers and building businesses based on
Indian ideas, as espoused in the group’s core value of ‘Indianness.’ The group’s
corporate credo is, ‘Rewrite rules retain value

Pantaloons Fresh Fashion

aLL, the Fashion Apparel store for plus-size individuals

Big Bazaar, a hypermarket chain

A chain of destination malls

15
Food Bazaar, a food and grocery store

The Fashion Chain

For Fashion Accessories

For Salon and Beauty products

Depot for Books, music, Stationery etc.

Futurebazaar.com for e-tailing

16
 FUTURE GROUP MANIFESTO

“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.

We in future group, will not wait for the future to unfold itself but create
future scenarios in the consumer space and facilitate consumption because
consumption is development. Thereby, we will effect socio- economic development for
our customers, employees, shareholders, associates and partners Our customer 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 need of
tomorrow. It the 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. Rewrite rules. Retain values.

17
 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.

18
 CORE VALUE

 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 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.

19
 MAJOR MILESTONE

1987:-Company incorporated as manz wear private limited. Launch of pantaloons

trous. India’s first formal trouser brand

1991:- launch of BARE, the Indian jeans Brand

1992:- initial public offer(IPO) was made in month of May

1994:- the pantaloon Shoppe-exclusive menswear store in franchisee format launched

across the nation. The company starts the distribution of branded garments through
multi-brand retail outlet across the nation.

1995:- John Miller – formal shirt brand launched

1997:- company enters modern retail with the launch of the first 8000 square feet store,
pantaloon in Kolkata.

2001:-there big bazaar store launched within a span of 22 days in Kolkata, Bangalore
and Hyderabad

2002:- food bazaar, the supermarket chain is launched.

2004:- central- India’s first seamless mall in launch in Bangalore

2005:- group moved beyond retail, acquires stake in galaxy entertainment, Indus
league clothing and planet retail.Sets up India’s first real estate investment fund kshitij
to build a chain of shopping malls

2006:- Future Capital Holding, the companies financial is formed to manage over $1.5
billion in real estate, private equity and retail infrastructure funds. Plans forays in
retailing of consumer finance product.

20
Home Town, a home building and improvement product retail chain is launched along
with consumer durables format. E-zone and furniture chain, furniture Bazaar.Future
group enters into joint-venture agreements to launch insurance products with Italian
insurance major, generally.Forms joint ventures with US office stationary retailer,
staples.

2007 :- Future Group crosses $1 billion turnover mark.Specialized companies in retail

media, logistics, IPR and brand development and retail-led technology services become
operational.Pantaloon Retail wins the International Retailer of the Year at US-based
National Retail Federation convention in New York and Emerging Retailer of the Year
award at the World Retail Congress held in Barcelona.Futurebazaar.com becomes
India’s most popular shopping portal.

2008 :- Future Capital Holdings becomes the second group company to make a
successful Initial Public Offering in the Indian capital markets.Big Bazaar crosses the
100-store mark, marking one of the fastest ever expansion of a hypermarket format
anywhere in the world.Total operational retail space crosses 10 million square feet
mark.Future Group acquires rural retail chain, Aadhar present in 65 rural locations.

21
 COMPANY PROFILE

Type : Hypermarket

Founded : 2001

Headquarter : Jogeshwari, Mumbai

Industry : Retail

Products : Department, Furniture, grocery

& Fashion Stores.

Promoter : Kishore Biyani

Parent : Pantaloon Retail (India) Ltd.

Punch line : “is se sasta aur accha kahin Nahi

Currently 121 outlets

22
 BIG BAZAAR

Big Bazaar, is the chain of retail stores of the big banner Pantaloon Retail
(India) Ltd., which in turn is a segment of Kishore Biyani, regulated Future Group of
Companies. Moreover the customer friendly ambiance and the organized retailing of
products also makes Big Bazaar one of the successful retail companies in India. The
chain was inspired by Saravana Stores, a hugely popular shop in Chennai which made
huge profits by selling everything under the sun at prices much less than other shops.

Big Bazaar Overview: Big Bazaar, a part of the Pantaloon Group, is a

hypermarket offering a huge array of goods of good quality for all at affordable prices.
Big Bazaar with over 50 outlets in different parts of India, is present in both the metro
cities as well as in the small towns. Big Bazaar has no doubt made a big name in the
retail industry of india, moreover shopping here is further made a memorable
experience with the varied rates of discounts on products as well as discount vouchers
available in a variety of amounts, like INR 2000, INR 3000, INR 4000, INR 5000 and
INR 10000 on all Big Bazaar products and accessories.

23
 VISION

 To delivered everything, everywhere, every time, to every Indian customer in the most
profitable manner.

 One of the core value at Future Group is “india ness” and is corporate credo is –
Rewrite rules. Retain value.

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.

24
 STORE STUDY

Big Bazaar

Orderly Bazar Varanasi

Utta Pradesh 221002

This store is on the Orderly Bazaar Varanasi and divided into 7 level based on
the nature of the product. There are department in the store. And the 110 human
resources employed.

As this store long product range and product depth. Once a customer get inside
the store he will find all kind of products available that may be Food item, Cosmetic,
Electronic, Garments, Furniture etc. Because of this features it has a very good
reputation in the area and the customers who are residing for away and in other areas
they also visit in the store.

25
 LEVELS

1) Apparel

2) Crockery

3) Depot

4) Foods

5) General Merchandise

6) Home life style

7) Home solution

8) NBD (New Business Development)

26
 LEVEL

Department with their sub category and the product and major
Brands.

1) Apparel
 Children wear
 Boyswear
 Girlswaer
 Infantwaer
 Kids Accessories

Major Brands product

 Sach boys T-shirts, jeans, shocks

 Pink & Blue shocks, T-shirts, Top, jeans
 CTee T-shirts , natural infant

Ladies Ethnic

 Ladies Accessories
 Ladies Fabrics
 Ladies MNM
 Ladies Nightwear
 Ladies SalwarKameez
 Sarees

27
 Major Brands products

 Shristi Ladies Kurta, dupatta,

 DJ&C T-shirts, Jeans

Ladies Western

 Ladies Sportswear
 Ladies T-Shirt
 Ladies Western Tops

Major Brands products

 DJ&C T-shirts, Tops, sports wear

 Shristi T-shirts, Tops,

Men’s Casuals

 Men’s Casual Shirts

 Men’s Casual Trousers

Major Brands Products

 DJ&C Shirts, trousers, Shorts,

 Famous Basic Casual Shirts,
 Lee Cooper Original Shirts
 AFL Shirts

28
 Men’s Formals

 Men’s Formal Shirts

 Men’s Formal Trousers
 Men’s Party wear
 Men’s Fabric’s
 Ethnic

Major Brands Products

 Knighthood Shirts, Trousers

 AFL Shirts, Trousers
 Privilege club Shirts, trousers
 NYX shirts, Party wear, Trousers

Men’s knits and jeans

 Famous basic jeans

 Men’s jeans
 Men’s T-Shirt
 Men’s Nightwear
 Men’s Sportswear
 Men’s Accessories
 Winter wear

Major Brands Products

 Famous Basic Jeans, T-shirts,

 Lee-cooper Jeans, T-shirts
 Spunk T-shirts
 DJ&C Jeans, T-shirts, accessories
 AFL Jeans, T-shirts

29
 2) Crockery

 Prem Kitchen
 Crockery & glassware

3) Depot

 Stationary
 Stationeries
 Books & Periodicals

4) Food

 Additives & Preservatives

 Baby Foods
 Dairy Products
 Drinks & Beverages
 Health Foods
 Ready To Eat
 Ready To Cook

Major Brands Products

 Cadburys All Kinds of chocolates and confectionaries

 Coca-cola Soft Drinks
 Kenly mineral water
 Tropicana Health juice
 Parle-G Biscuits
 Britannia Biscuits

30
 Fruits & Vegetables

 All Kinds of the Foods and vegetable are available in Big Bazaar

Live Kitchen

 In the live Kitchen are available cakes ,Kharis, bakery items, Indian bread, pickles,
Pizza, Starter etc.

Non Foods

 Personal Care
 Home Care

Majors Brands products

HUL All Soap, skin cream, shampoo

Staples

Basic Staples

Cereals

Cooking Medium

Dry Fruits

31
 Major Products

Atta, Dal, Besan, Maida, other Flour, powders Spices, Ready mixes, Rice,
Ghee, Olive Oil, etc

5) General Merchandise

Footwear:

Major Brands Products

 Reebok Sports Shoes, sandals

 Knighthood Shoes, formal shoes
 Woodland Sports shoes, formal shoes
 Shielding Shoes,

Luggage:

Major Brands Products

 Milestone Bags , Trolley bags

 VIP Bags, Trolley bags, suitcase
 American tourist Bags, Trolley bags, Suitcase, college bags
 Other brands All kinds of bags

Plastics :

 Household Plastic ware

32
 Sports Goods :

 Sports Goods

Toys :

 Toys

Utensils :

 Household Utensils

6) Home Life Style

 Home Linen
 Both Linen
 Bed Linen
 Living Accessories

7) Home solution
 Furniture
 Got it
 Electronic & Hardware

8) NBD (NEW BUSINESS DEVELOPMENT)

This is the department, which is the introduced because the space are available
in the store after making arrangement for other department and this department consists
of the products, which is not introduced and are not regular goods.

 Watches
 Fashion Jewelry
 Sun Glasses

33
 Navaras Gold Bazaar

This is the separate unit not related to Big Bazaar they share profits on percentage
basis.

Mobile bazaar

All kinds of handset ranging are available from 1000 to 25000 Rs of different
companies

Star Sitara:

This is also SIS. In this counter are available

 Cosmetics
 Fragrance
 Herbals
 Pharmaceuticals etc.

Sringar:

 Bangles
 Jewelry sets
 Bracelets
 Chains etc.

34
 LAYOUT INDEX

1. HELP DESK
2. KIDS ACCESSORIES
3. JACKETS
4. BABA SUITS
5. LADIES TOPS
6. TRIAL ROOM
7. PILLARS USED FOR DISPLAYING INFORMATION (SIZE CHART, SECTION
DESCRIPTION)
8. WOOLEN CLOTHS FOR KIDS
9. WINTER WEAR
10. KIDS CASUAL WEAR
11. KIDS JEANS AND SHORTS
12. INFANT SHIRTS AND T-SHIRTS
13. MEN ACCESSORIES – SUNGLASSES, WRIST WATCHES ETC
14. SOFT TOYS
15. HOME DECORATIVE ITEMS
16. MUSIC COUNTER
17. LADIES ETHINIC
18. LADIES WESTERN
19. LADIES FORMALS(OFFICE WEAR)
20. LADIES ACCESSORIES – LINGERIES
21. LADIES PERFUMERIES
22. LADIES COSMETICS
23. LUGGAGE
24. FOOTWEAR
25. SPORTS
26. SCHEME BASED PROMOTIONAL ITEMS
27. CASH COUNTER
28. HOME FURNISHING (CURTAIN CLOTHS, CARPETS)
29. MEN FORMAL SHIRTS

35
30. MEN TROUSERS
31. MEN SUITS AND BLAZERS
32. MEN FABRICS
33. MEN ETHINICS

36
 DESCRIPTION

HELP DESK – As you can see from the layout, the Help Desk is located in a place
where everyone has their first sight that is in front of the entrance. This shows that
when a person enters in to big bazaar it can get all information about the stores of big
bazaar from the person sitting in the help desk. Help Desk uses paging service as a tool
for the convenience of its employees and customers.

KIDS SECTION – The kids section is located just at the left corner of the entrance of
big bazaar. In the kid’s section kid’s accessories like diapers, trolleys, suckers, water
bottles are available in one part. Kid’s jackets and baba suits are available in another
part. Kids casual wear (jeans and shorts) are placed in one part of it and infant shirts &
t-shirts are also placed in another part. In this section the pillars are used for displaying
information like size chart and section description. The apparels are available at a price
of Rs59 onwards.

MENS SECTION – Next to it is the men’s section that is in the center. It is divided in
to five parts. At one part men formal shirts are available. In other parts men trousers,
suits and blazers, fabrics and ethnics are available respectively. Here the price ranges
from a minimum of Rs99 to Rs899.

LADIES SECTION – Next to it is the ladies section that is in the extreme right side.
The ladies section is segregated in to seven parts. Ladies section starts from ladies
ethnics, ladies western wear, ladies formals (office wear), ladies accessories –
lingerie’s, ladies perfumeries, and ladies cosmetics respectively. Here the price of the
apparel ranges from Rs99 to Rs1000 approx.

37
Promotional scheme – With an add on to the above products there are various other
products which are available with a promotional scheme. The various products under
this scheme includes girl t-shirts, infant winter wear etc.

Non-Promotional scheme – There are various other products available without any
promotional scheme which includes jeans, infant baba suits, infant t-shirts, kids night
wear, kids salwar suits etc.

Sports Store – At the extreme corner there is a sports store where various kinds of
sport items are available.

Food Bazaar – The food bazaar is in the 1st floor of the building. Various kinds of food
items, fruits and vegetables are available there. Sitting arrangements are well made so
that people can sit and take tea, coffee or snacks or any other food item and can relax.

Cash Counter – The cash counter is located just near the exit

38
 BOARD OF DIRECTORS

Mr. Kishore Biyani, Managing Director:

Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the
Group Chief Executive Officer of Future Group.

Mr. Gopikishan Biyani, Wholetime Director:

Gopikishan Biyani, is a commerce graduate and has more than twenty years of
experience in the textile business.

Mr. Rakesh Biyani, Wholetime Director:

Rakesh Biyani, is a 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.

Mr. Ved Prakash Arya, Director:

Ved Prakash Arya, is an engineer by training and is a graduate of the Indian Institute of
Management, Ahmedabad. Prior to joining Pantaloon Retail, he was the CEO of
Globus.

Mr. Shailesh Haribhakti, Independent Director:

Shri 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.

39
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 Co and Ceat Limited

Dr. D O Koshy, Independent Director:

D. O. Koshy, holds a doctorate from IIT, Delhi and is the Director of National Institute
of Design (NID), Ahmedabad. He has over 24 years of rich experience in the textiles
and garment industry and was instrumental in the setting up of NIFT centres in Delhi,
Chennai and Bangalore. He is a 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, NIFT, Hyderabad chapter. She also serves on the board of Maharishi
Commerce Ltd and Samay Books Ltd,

Ms. Bala Deshpande, Independent Director:

Bala Deshpande, is Independent Director, Pantaloon Retail (India) Ltd. and also serves
on the boards of Deccan Aviation, Nagarjuna Construction, Welspun India and Indus
League Clothing Ltd,

Mr. Anil Harish, Independent Director:

Anil Harish, is the partner of DM Harish & Co. Associates & Solicitors and an LLM
from University of Miami. He also serves on the board of Mahindra Gesco, Unitech,
IndusInd Bank and Hinduja TMT,

40
 INDIAN CONSUMPTION COSMOS

During past decades private final consumption expenditure has been the key
driver economic growth in India.

fashion
accessories
5.5%
Telephone consumer
1.8% durable 4%

Enterainm furniture
ent 7.9% 3.4%
consumption
spending
$350 billion

Health,
Fashion beauty &
9.5% pharama
3.8%

Book &
food 62%
music 1.1

41
ORGANIZATIONAL CHART

42
 OBJECTIVES OF STUDY

 To know about the retail industry.

 To know the awareness of the customers towards Vishal mega mart and Big
bazaar.

 To know whether the customers are satisfied with present service given by the
Vishal mega mart and Big bazaar

 Factors considering while purchasing retail products.

 To know the effectiveness of the promotional activities done by Vishal mega

mart and Big bazaar.

 To know the strategy to make a customer retention.

43
 SCOPE OF THE STUDY

The report is the based on the study conducted at big bazaar –Varanasi (U.P.) it
aims at understanding the company’s establishment, organization structure, department,
techniques, marketing strategies and the advantages it is having our the competitors.An
attempt is made to analyze the company performance in comparison to the theoretical
aspect.It aim to understand the skill of the company in the area like technological
advancement, competition and the management.

44
 LIMITATION

 I will have to really upon the information get from secondary sources and given
by respondents, which may not be fully true.

 This study will be limited to only area of Varanasi

 It is only for short period of time.

 The sample size is only 20 so the sample may not be truly representative of
Varanasi population.

45
CHPATER -2

46
 LITERATURE REVIEW

BY SOUMEN CHATTERJEE

Unique customer perception (UCP): According to soumen, Unique Customer

Perception is what is required by companies instead of Unique Selling Proposition. It is
ultimately that customer look for satisfaction based on the picture of perception derived
from various sources. If these perceptions of customer can be analyzed then promotion
would be easier for customer centric marketing. This has lead to the concept -
“Customer Perception is the Rule and not Customer Satisfaction”.

HUAWEI

Satisfy customers perception is the biggest challenge: In meeting customers'

requirements and measuring customers' satisfaction indexes, customer perception
should be definitely a key consideration. Qualified services in the operation execution
layer, technical management layer and business development layer are necessary. It is
more important to understand customer expectations and make efforts to exceed their
expectations. In customer satisfaction management, the biggest challenge is customer
perception management, or customer perception satisfaction. The major characteristics
of service is intangible, hence the core value of services is not like a physical product
but the spiritual experience and perception of customers. The final aim and ideal effect
of service provisioning is to have customers perceive and enjoy the service.

Such perception is both at psychological and behavior levels, and it is the

contents of high quality life in the modern society. Customers are seeking for material
deliverables as well as perceptive enjoyment when purchasing a service product. Since
perceptive enjoyment is a vital service objective, one of the key service management
objectives shall be meeting customers' perceptive enjoyment.

47
 METHODOLOGY ADOPTED FOR THE STUDY

Observing the working of various department like Customers service desk, human
resource, logistics, etc. Discussion with the compact executive, managers and
employees Visiting the surfing websites of the company .

Sources of the data

 Primary data
 Secondary data

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

Secondary data the data is collected by secondary sources also. The data
is collected to the company manual, product brochure, company websites and annual
reports.

48
CHPATER -3

49
 RESEARCH METHODOLOGY

Research methodology is the way to systematically solve the research problem . it may
be understood as a science of studying to how research is done scientifically .In it we
study the various step that are generally adopted by a researcher in studying his
research problem along with the logic behind them .
In research methodology we not only talk of the research methods but also consider the
logic behind the methods we use in the content of our research study and explain why
we are using a particular method and why we are not using others so that research
results are capable of being evaluated either by the researcher himself or by others.
Secondary data are those which have been collected by someone else and which have
already been passed through the stastical process. There are several ways by which
secondary data can be classified.

Research approach:
The research approach for the purpose is secondary research to collect the information.

Research Instruments:
I used direct observation data & survey as research instrument.

Survey Method:
The survey is a non-experimental, descriptive research method. Survey is used
extensively in library and information science to asses‘ attitude and characteristics of a
wide range of subjects, from the quality of user-system interfaces to library user
reading habit.
In a survey, researcher samples a population.

Types of survey:
Survey can be classified into two broad categories:-

1. Questionnaire: -
It is usually paper and pencil instruments that the respondent completes.

2. Interview:

50
- It is completed by the interviewer based on the respondent says.
Sometimes, it is hard to tell difference between a questionnaire and an interview.For
instance, some people think that Questionnaires always ask short closed ended
questions while interviews always ask broad open ended ones. But you see
Questionnaires with open ended questions (although they do tend to be shorter then in
interviews) and there will often be a series of closed ended questions asked in an
interview

Research design
In this project use expletory research design and for data collection fill-up the
questioner from the customer satisfaction, survey of the retail market and some
information collect by interview of the customer as well as staff of VISHAL
MEGAMART and BIG BAZAAR.

Sampling:
I used random sampling because from a finite population refers to that method of
sample selection which gives each of possible sample of combination an equal
probability of being picked up and each item in the entire population to have an equal
chance of being included in the sample.

Sample design:
A sample design is a definite plan for obtaining a sample from a given population
sample design may as well lay down the number of items to be to be included in the
sample is the size of sample,

(I) Types of universe

The first step in developing any sample design is to clearly define the set of objects,
technically called the universe to be studied. The universe is infinite as the number of
customer is unlimited.
(ii) Sampling unit: A decision has to be taken concerning a sampling unit before
selecting sample. Sampling unit may be a geographical one such as state, district,
village, etc., or a construction unit such as house, flat, etc., or it may be a social unit

51
such as family, club, school, etc., or it may be an individual. The researcher will have to
decide one or more of such units that he has to select for his study.

(iii) Size of the samples

As the universe is infinite so the number of consumer will be limited. Hence sample
size is of 20 consumers belong to various level of society.

Data collection:
Data is the key activity of marketing research. The design of the data collecting method
is backbone of research design.
Data constitute the foundation of statistical analysis and interpretation. Hence the first
step in statistical work is to obtain data.
Data is detained from two important sources, namely:
1. Primary data
2. Secondary data

Primary Data:
Primary data are gathered from the specific purpose or for a specific research project,
consists of original information for the fulfillment of original objective.
When the data are required for the particular study can be found neither in the internal
record of the enterprise nor in published source, in some cases it may become necessary
to collect original data.
Primary data can be collected in four ways:-
1. Observation
2. Focus
3. Survey
4. Experiment

Secondary Data:
Secondary data are the data, which already exists somewhere. Secondary data provide
starting point of research and after that the advantage of low cost and ready availability.
Secondary data can be divided into two types:

52
1. Internal Data
2. External Data
When researcher use the data that has already been collected by other data is collected
is called Secondary Data. Secondary data can be obtained from journals i.e. internal
sources report. Government publications and books, professional bodies etc.
Internal data are reports and memos generated within an organization to facilitate its
operations. External data are those specially produce for outside consumption.
Sources from which I have taken the secondary data are as under:
1. Direct observation
2. VISHAL and BIG BAZAAR website
3. C.R KOTHARI
4. Survey and customer data &report as well as staff of the store

53
 CHPATER -4

DATA ANALYSIS & INTERPRETATION

54
 CUSTOMERS VISIT BIG BAZAAR

Weekly 29%

Monthly 34%

Quarterly 23%

On unplanned basis 14%

14%
29%
Weekly
Monthly
23%
Quarterly
On a unplanned basis

34%

Interpretation: From this I interpret that in big bazaar 34% customers visit monthly,
29% customer visit weekly 23% customers visit quarterly and 14% customers visit on
planned basis , it means mostly customers visit weekly and monthly basis for purchase
their requirements.

55
Products mostly purchased by customers in big bazaar

Clothes 60%

Grocery 70%

Food Item 50%

Leather Item 25%

Electronic Item 15%

Gift Item 10%

Any other Item 10%

Any other Item

Gift Item

Electronic Item

Leather Item Series1

Food Item

Grocery

Clothes

0% 20% 40% 60% 80%

Analysis: This chart clearly indicates that the demand for grocery that is 70% is
highest by the customers followed by clothes rated 60%. The next highest demand is
for food items that is 50%. 25% demand is for leather items in big bazaar. Electronic
items holds 15% of demand and gift items and other items has a demand of only 10%
by the customers of big bazaar.

56
Interpretation: From this analysis I interpret that customers demand are high for
grocery and clothes followed by food items in big bazaar. Electronic items have a little
demand by the customers. Gift items and other items are not much in demand by the
customers. I can interpret that clothes, grocery and food items are the major products
which hold maximum number of customers. So big bazaar should maintain its low
pricing and product quality to keep hold of the customers and also it should keep more
qualitative products of gift and leather items so that people would go for more purchase
of these items from it. Big bazaar has many local branded products of grocery and
cloths and it is successfully selling it. It should also include branded products so that
more sales can take place.

57
 Comparison of footfalls in weekdays and weekends

Weeks days 40%

Weekends 60%

FOOTFALLS

40%
Weeks days
Weekends
60%

Analysis: The above graph shows that more number of people comes to big bazaar in
weekends than that of week days .40% of people visits big bazaar in weekdays where
as 60% of people visit big bazaar in weekends.
Interpretation: I can clearly interpret from this that most of the people tend to visit big
bazaar in weekends rather than that of week days. There are more footfalls in big
bazaar in weekends than that of week days. Though there is not much difference as
40% of people visit big bazaar in week days hence in weekends the footfall increases
by 10%. As people come more in weekends, so big bazaar should keep it open for more
time in week ends. The infrastructure can be changed a bit in week ends so that
customers can see more products clearly and can move around comfortably. In order to
bring in more number of customers in week days big bazaar should provide some
schemes in week days which will encourage people to come in to it in week days also.
Hence the crowd is more in weekends and big bazaar should avail more parking spaces
for its customers in weekends. It can make some temporary arrangement for parking
every weekend. It should not spend much money in advertising and displaying of
products in weekdays rather it should advertise and display products more in weekends
as more number of people comes in weekends.

58
 Customers preference of timing to visit big bazaar

10 A.M - 1 P.M 8%
1 P.M – 3 P.M 17%
3 P.M – 6 P.M 35%
6 P.M – 10 P.M 40%

8%

17% 10 A.M - 1 P.M

40%
1 P.M – 3 P.M
3 P.M – 6 P.M
6 P.M – 10 P.M

35%

Analysis: The above pie chart shows that most of the people prefer to visit big bazaar
in evening time than that of the day time. Only 25% of people tend to visit big bazaar
during day time while 75% of people tend to visit big bazaar during after noon time.
Interpretation: From the above analysis I interpret that evening time is the peak time
for big bazaar and day time is the off peak time for big bazaar. There is more number of
people found in big bazaar during evening time than that of day time. Probably more of
products are being sold during evening time in big bazaar than that of day time. Big
bazaar shall provide some special offerings during day time so that more people should
come in during day time. It could offer some special kind of product in daytime which
will be not available during evening time. In this way it will bring in more number of
people during day time for getting the special kind of products but along with that it
will be able to sale other products as people do a lot of impulse buying at big bazaar.

59
 Customers’ mode of transport to big bazaar

Hired Vehicle 10%

Two-wheeler 40%

Four-wheeler 35%

Any Other 15%

15% 10%

Hired Vehicle

40% Two-wheeler
35%
Four-wheeler
Any Other

Analysis: Around 40% of the total respondent of comes in to big bazaar with their own
two wheelers. The second majority of people consist of people riding four wheeler and
coming in to big bazaar. Only 15% of people of the total respondent visits big bazaar
on hired vehicles. 10% customers of the total respondent comes in any other mode of
transport.

Interpretation: From the above data I interpret that there are more number of four
wheelers coming found in big bazaar than that of two wheelers. People prefer more to
go to big bazaar in four wheelers than that of two wheelers. A few people are found
who comes in to big bazaar with a hire vehicle. Probably they might be the tourists.

60
 Comparison of Big bazaar with any Kirana store

Price Service Variety Quality Convenience Experience Ambience

Bigbazaar 70% 50% 100% 40% 25% 90% 95%
Kirana store 30% 50% 0% 60% 75% 10% 5%

120
100 100 95
90
80 75
70 Big bazaar
60 60
50 Kirana store
40 40
30 25
20
10 5
0 0
e
ice rv ice riety a lity enc enc e enc e
Pr e a u ni ri i
S V Q
n ve x pe Amb
Co ing E
p
hop
S

Analysis: The above graph shows the comparison of different factors between
big bazaar and a nearby kirana store. 70% of people say big bazaar provides goods at a
cheaper price as compared to that of a kirana store. 50% of people say big bazaar
provides better service and another 50% of them say kirana store provides better
service. Each and every customer that is 100% agrees that there are more variety of
products available at big bazaar than that of kirana store. As per quality of goods is
concerned 60% of the customer say kirana store provides better qualitative products
while 40% of the customers say big bazaar also provides qualitative products. 75%
people say it is more convenient for them to go to a kirana store while 25% of them say
going to big bazaar is more convenient for them. 90% of respondents said it is a good
shopping experience at big bazaar while 105 of them said that they also have a good
shopping experience at kirana store. As per ambience is concerned 95% of customers
said big bazaar provides much nice ambience than big bazaar while 5% of them said
that ambience provided by kirana store is also equivalent to that of big bazaar.
Interpretation: I interpreted from this that a kirana store is one of the competitor of
big bazaar. It is a threat for big bazaar as some of the attributes of a kirana store
provides more satisfaction to customers.
Big bazaar should try to improve on each of its attributes and out compete the kirana
store so that it can convert the customers of kirana store to be the customers of big
bazaar.

61
 SWOT ANALYSIS OF BIG BAZAAR

A SWOT analysis is done to know the strengths, weaknesses, opportunities and

threats of any company. This analysis will explain about the strengths, weaknesses,
opportunities and threats of big bazaar.

Strengths of Big bazaar

 Large variety option

 Cheap price
 Huge customer Base
 Volume sales

Weaknesses of Big bazaar

 Lacks in branded products

 Low in product quality
 Unable to provide enough parking space to its customers

Threats for Big bazaar

 Opening up of other discounted stores like Vishal mega mart

 Convenience of customers to nearby kirana stores
 Availability of products in other retail outlets

62
 Opportunities for Big bazaar

 To open up more and more number of big bazaars in different cities of the
country.
 To grab the rural market
 To bring in the customers of other retail outlet by dealing with branded products.
 Add more products to its product category

63
CHPATER -5

64
 FINDINGS

1. Most of the customers buy their requirement in Big Bazaar on the basis of Weekly
and monthly basis. Customers realized that Big Bazaar stores provide qualitative
products/service with reasonable price.

2. At present time Big Bazaar provide different types of product assortments to the
customers.

3. Continuously opening of Big Bazaar chains in different major cities, increasing

quantities of the customers & profit show that Big Bazaar most accepted name in
organized retail chain in India.

4. Big Bazaar mainly deal with middle income group people who want qualitative
product with reasonable cost.

5. Big bazaar has a good reputation of itself in the market.

6. Big bazaar has positioned itself in the market as a discounted store.

7. Big bazaar holds a huge customer base. The majority of customers belong to middle
class family.

8. Impulse buying behavior of customers comes in to play most of the times in big
bazaar.

9. There are more than 120 big bazaars in different cities of India, it seems that there is
a vast growth of big bazaar lying as customers demand is increasing for big bazaars.

10. Big bazaar is a hypermarket as it provides various kinds of goods like apparels,
grocery, stationary, food items, electronic items, leather items, watches, jewellery,
crockery, decorative items, sport items, chocolates and many more. It competes with all
the specialty stores of different products which provide goods at a discounted rate all
through the year.

11. The major players in retail industries are Big bazaar, The Tata Groups (Croma),
Vishal Retail Group, Reliance Retail, Kirana stores & Sabka Bazaar etc.

65
 CONCLUSION

Big bazaar is a major shopping complex for today’s customers. It is a place

where customers find variety of products at a reasonable price. Big bazaar has a good
reputation of itself in the market. It has positioned itself in the market as a discounted
store. It holds a huge customer base. The majority of customers belong to middle class
family. The youth generation also likes shopping and moving around big bazaar.
Volume sales always take place in big bazaar. Impulse buying behavior of customers
comes in to play most of the times in big bazaar.
Big bazaar is a hypermarket as it provides various kinds of goods like apparels,
grocery, stationary, food items, electronic items, leather items, watches, jewellery,
crockery, decorative items, sport items, chocolates and many more. It competes with all
the specialty stores of different products which provide goods at a discounted rate all
through the year. It holds a large customer base and it seemed from the study that the
customers are quite satisfied with big bazaar. As of now there are 34 big bazaars in
different cities of India, it seems that there is a vast growth of big bazaar lying as
customers demand is increasing for big bazaars.
Big bazaar is a hypermarket store where varieties of products are being sold on
different product category. It has emerged as a hub of shopping specially for middle
class people.
Different types of products starting from a baby food to pizzas all are available
under one roof. In Delhi it is the middle class people who mostly do marketing from
big bazaar. Even most of the people do their monthly shopping from big bazaar. People
not only visit big bazaar to do shopping but also visit for outing purpose as it provides a
very nice ambience to its customers. As people go to malls they just tend to move
around big bazaar whether it is for shopping purpose or for outing purpose. Grocery,
apparels and food items are the products which are demanded most by the customers of
Delhi in big bazaar. The major drawback of big bazaar is that it lacks in providing
enough parking space for its customers. This may discourage the customers to come to
big bazaar and shop as they face difficulty in parking their vehicles. Even though some
customers say that they don’t feel problem in parking their vehicle, it is because of the
parking space available to them by the mall. As it is surveyed it seems that the biggest
competitors of big bazaar are the kirana stores, discounted specialty stores like Vishal
mega mart, Delhi bazaar Big bazaar, The Tata Groups (Croma), Reliance Retail, &
Sabka Bazaar etc.

66
 SUGGESTIONS

 Big bazaar should include more of branded products its product category so as to attract
the brand choosy people to come in to big bazaar.

 Big bazaar should provide large parking space for its customers so that they can easily
park their vehicles.

 It should make different cash counters for different customers. Cash counter and credit
card payment counter should be placed differently in order to reduce the rush and save
the customer’s time. This will be a kind of motivator for the customers of big bazaar.

 The service of the sales person is needed to be improved. Personal care should be taken
by the sales person for the customers so that the customers feel good.

 During the off peak hour’s big bazaar should provide some offers to its customers so
that people would be encouraged to come to big bazaar during off peak hours. The
customers who are present in the mall during the off peak hours of big bazaar will
definitely go in to big bazaar if surprise offers are made at that time.

 Customer care department is needed to take proper care of customer complaints and
queries. The person sitting at the help desk of big bazaar should be able to provide all
necessary information to the customers whenever it is required.

 The infrastructure is needed to be changed a bit during weekends as heavy crowd

comes in to big bazaar during those days.

67
 BIBLIOGRAPHY

Books:
1. Kotler and Lane Keller (2012), Marketing management, United states, Pearson
education
2. Kothari (2004) ,Research methodology, New Delhi , Bangalore , Chennai ,
cochin , Guwahati, Hyderabad , Jalandhar , Kolkata , Lucknow, Varanasi
Mumbai ,& Ranchi , New Age International(p) Ltd
3. Dr. Harjit Singh (2009), Retail management, S. Chand& company ltd

ONLINE RESOURCE
 https://plus.google.com/112112887113928597005/about?gl=in&hl=en 2.
 http://economictimes.indiatimes.com/vishal-retail-ltd/stocks/companyid-
15509.cms 3.
 http://info.shine.com/company/Vishal-Retail-Ltd/1794.aspx 4.
 http://info.shine.com/company/Vishal-Retail-Ltd/1794.aspx
 http://en.wikipedia.org/wiki/Big_Bazaar

68
 QUESTIONNAIRE

PART-1

1. Name: -
2. Age: -
3. Gender: -
4. Address: -
5. Qualification: -
6. Profession: -
7. Ph.
8. What’s your monthly income?
a) Below 10,000
b) 20,000 – 40,000
c) 40,000 – 60,000
d) More than 60,000

PART-2

1.How frequently do you visit Big Bazaar?

a) Weekly
b) Monthly
c) Quarterly
d) On unplanned basis

69
 2.Apart from Big Bazaar do you intend to visit any other retail outlet in a Mall?

a) Yes b) No

2.(a). If yes then what are the other retail outlets do you intend to visit in a mall?

e) Garment Outlet
f) Footwear Outlet
g) Food Court
h) Entertainment
i) Gift Corner
j) Jewellery and Watches store

2.What is the purpose behind visiting Big Bazaar?

k) Shopping
l) Outing
m) Others

3.What type of products do you mostly purchase in Big Bazaar?

n) Cloths
o) Grocery
p) Food Item
q) Leather Item
r) Electronic Item
s) Gift Item
t) Any other Item

4.On an average how much amount of money do you spend in a visit to Big Bazaar?
u) Below 500
v) 500 – 1000
w) 1000 – 1500
x) 1500 – 2000
y) More than 2000

70
 5.How much time do you spend in a visit to Big Bazaar?
z) Less than half an hour
aa) Half an hour to 1 hour
bb) 1 hour to 1 ½ hours
cc) 1 ½ hours to 2 hours
dd) More than 2 hours

6.Which days of the week do you prefer to visit Big Bazaar?

ee) Week days
ff) Weekends

7.Which time of the day do you mostly prefer to visit Big Bazaar?
gg) 10am – 1pm
hh) 1pm - 3pm
ii) 3pm-6pm
jj) 6pm – 10pm

10.Do you go with a planned list of products to be purchased from Big Bazaar?

a) Yes b) No c)some time

11.Do you prepare a list of brands in advance when you visit to Big Bazaar?

a) Yes b) No c) Depends on category

12.In which categories of products do you pre-decide the brands?

a) Cloths
b) Leather Items
c) Electronic Items
d) Grocery
e) Gift Items

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f) Any other Item

13.What is your mode of payment in Big Bazaar?

a) Cash payment b) Credit Card c)Debit Card

14.What encourages you to visit Big Bazaar?

a. Price
b. Service
c. Ambience
d. Product Variety
e. Product Quality
f. Convenience

15.How would you rate the services of the sales personnel in Big Bazaar on a 1 – 5
scale?
Very good

Good

Ok

Poor

Very poor

16.Which type of your convenience to Big Bazaar?

a) Hired vehicle
b) Two-wheeler
c) Four-wheeler
d) Any other

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 17.How is the parking space availability in Big Bazaar?
e) Less than adequate
f) Adequate
g) More than adequate
18.Do you go to Kirana store?
a) Yes b) No

19.Compare your nearest Kirana store with Big Bazaar.

h) Price
I. Kirana store II. Big Bazaar
i) Service
1. Kirana store II. Big Bazaar
j) Variety
1. Kirana store II. Big Bazaar
k) Quality
1. Kirana store II. Big Bazaar
l) Convenience
1. Kirana store II. Big Bazaar
m) Shopping Experience
1. Kirana store II. Big Bazaar
n) Ambience
1. Kirana store II. Big Bazaar

20.Compare others organized retail stores with Big Bazaar on the following
parameters.
a) Price
1.Big Bazaar II. Others Organized Retailer

b) Service

1.Big Bazaar II. Others Organized Retailer

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 c) Variety

1.Big Bazaar II. Others Organized Retailer

d) Quality
1.Big Bazaar II. Others Organized Retailer

e) Convenience
1.Big Bazaar II. Others Organized Retailer

f) Shopping Experience
1.Big Bazaar II. Others Organized Retailer

g) Ambience
1.Big Bazaar II. Others Organized Retailer

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