CUSTOMER SATISFACTION AT BIG BAZAAR

SUBMITTED BY: BISWAJIT MISHRA / ROLL NO: 10MBA640 / MBA-09
DDCE, SAMBALPUR UNIVERSITY 1

(A study to know about the level of Satisfaction of Customers at Big Bazaar)
AREA- BIG BAZAR (PRIL)
(FORUM MART, 89 Kharvel Nagar Unit-iii, BBSR)

Submitted by
Biswajit Mishra
Roll No : 10MBA640
Regd. No. : 23/604/09

Faculty Guide
Satyabrata Sahu
NICE, TALCHER

Corporate Guide
Chirag Gandhi
(Assistant Store Manager, Big Bazaar)

DDCE, SAMBALPUR UNIVERSITY


EXAMINER CERTIFICATE

This summer training report is submitted by Biswajit Mishra of
MBA 1st Year bearing the Roll No. 10MBA640 under DDCE,
Sambalpur University and forwarded for evaluation.

Internal Examiner External Examiner


DECLARATION

I do hereby declare that the project report submitted by me for the partial
fulfillment of the course post graduate program in retail management is genuine
and of my own and it is not submitted to any other institution or published any
where before .

Biswajit Mishra


CERTIFICATE FROM ORGANIZATION

This is to certify that the summer project entitled, Measuring
Customer Satisfaction Index, with Special reference to Big
Bazaar is a Bonafied record of Interim report carried out by
Biswajit Mishra at NICE, TALCHER Bearing Roll No - 10MBA640
of has successfully completed his project for the partial fulfillment
of MBA. He has worked sincerely in this duration and has
completed the summer project successfully.
We wish him all the best in his career.

Mr. Chirag Gandhi
Store Manager,
Big Bazaar


CERTIFICATE OF GUIDE

This is to certify that the summer project entitled, MEASURING
CUSTOMER SATISFACTION INDEX at Big Bazaar, Abids, is a
Bonafied record of Interim report carried out By Biswajit Mishra
at NICE, TALCHER for the partial fulfillment of MBA. The above
summer training report has been prepared under my guidance
and based on the data collected & analysed, it seems that this
work is his own.

Satyabrata Sahu
Faculty, MBA Dept.
NICE, Talcher


ACKNOWLEDGEMENT

Like everyone else, I owe much more than I can ever repay to certain people
who have guided me to make this Summer Internship Project successful. A
Project report is not an outcome of a single person but also a team work. So I am
thankful to all those persons who have imparted their valuable cooperation
throughout the project.

I would like to take this opportunity to convey my thanks to NICE TALCHER who
provided me a golden chance for SIP in BIG BAZAAR, BHUBANESWAR. My
regards to my faculty guide SATYABRATA SAHU for guiding me in every steps
and clarifying the doubts in the area of my project study

I would also like to place an indebted thanks to my corporate guide Chirag
Gandhi (Asst. Store Manager) for sparing their valuable time and showing the
right direction, support and providing the resources data, despite their busy
schedule.

Last but not least, Im very thankful to Big Bazaar (PRIL) and all the employees
of Big Bazaar BHUBANESWAR for helping me in resolving every issue.

Biswajit Mishra


CERTIFICATE OF APPROVAL

This is to certify that the summer training report entitled:
Measuring Customer Satisfaction Index

Submitted by Biswajit Mishra (Enr. No 23/604/09), Sambalpur University, Burla
towards partial fulfillment of the requirements for the award of the degree of Master of
Business Administration (MBA) is a bona fide record of the work carried out by him
under the able guidance of Satyabrata Sahu, Faculty, NICE, TALCHER.

(Approval of the center director)
Center Director


ON THE JOB TRAINING

OBJECTIVE

To be a practical exposure in a corporate as to gain knowledge experience
and skill.

To know actual need and expectation of the customer

To know the satisfaction level of customer at all touch point at big bazaar

To gain knowledge about every section and maintain good relation with
store employee

To generate sales of the store by applying every skill that I have learned
from the institution

LIMITATION

Because we are not the internal employee so all operation procedures are
not provided to us.


Executive summary

Satisfied employees create satisfied customers, and dissatisfied employees
result in negative customer experiences. Because of the immediate, close-up
nature of employee-customer interactions within retail stores, you cannot afford
to have front-line employees that are unmotivated and dissatisfied. With the
proliferation of retail stores in every market, consumers have many choices about
where to shop. At the same time, employees have many choices about where to
work. With soft sales growth in most retail segments, the cost of turnover is
becoming increasingly detrimental to the bottom line.
Methodology is defined as "the analysis of the principles of methods, rules, and
postulates employed by a discipline" which I have adopted it the time of analysis.
Analysis through tabulation, computation and graphical representation of data
collected from questionnaire and survey. As we know that only analysis and
conclusion is not the end of a research, the recommendation part is covered
which are made after a depth study of the analysis part of thesis.
In each of the five chapters as described above, every chapter has been
scheduled in a manner so as to enable the reader to appreciate the contents
easily. The report is supported by figures and data wherever necessary with a
view to assist the reader in developing a clear cut understanding of the topic.
I hope this report will be extremely useful for those it is meant. Constructive and
healthy suggestions for improvements of the report will be great fully appreciated


CONTENTS

I ntroduction
Company background
About my topic
Objective of the study
Methodology
Analysis of data
Graphical representation
Analysis table` and findings
Conclusion
Recommendation
Bibliography



Company profile-
Pantaloon Retail (India) Ltd. The Company's principal activity is to operate chain
retails stores in names of Big Bazaar, Food Bazaar, Central and Pantaloons. The
Big Bazaar is the discount store which offers a wide range of products under one
roof. The products include apparels and non-apparels such as utensils, sports
goods and footwear. The Company also has its presence into gold retailing by
launching Gold Bazaar. The Company's Food Bazaar provides a range of food
and grocery products ranging from fresh fruits and vegetables, staples, FMCG
products and ready-to-cook products. The Central offers a chain of stores
including books and music stores, global brands in fashion, sports and lifestyle
accessories, grocery store and restaurants. The Pantaloon retail stores focus
largely apparels and accessories

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple
retail formats in both the value and lifestyle segment of the Indian consumer
marker. Headquartered in Mumbai (Bombay), the company operates over 5
million square feet of retail space, has over 450 stores across 40 cities in India
and employs over 18,000 people.
The companys leading formats include Pantaloons, a chain of fashion outlets,
Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket
chain, blends the look, touch and feel of Indian bazaars with aspects of modern
retail like choice, convenience and quality and Central, a chain of seamless
destination malls. Some of its other formats include, Depot, Shoe Factory, Brand

Factory, Blue Sky, Fashion Station, aLL, Top 10, mBazaar and Star and Sitara.
The company also operates an online portal, futurebazaar.com.
A subsidiary company, Home Solutions Retail (India) Limited, operates Home
Town, a large-format home solutions store, Collection i, selling home furniture
products and E-Zone focused on catering to the consumer electronics segment.
Pantaloon Retail was recently awarded the International Retailer of the Year
2007 by the US-based National Retail Federation (NRF) and the Emerging
Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona.

Pantaloon Retail is the flagship company of Future Group, a business group
catering to the entire Indian consumption space
Future Group
Future Group is Indias leading business group that caters to the entire Indian
consumption space. Led by Mr. Kishore Biyani, the Future Group operates
through six verticals: Retail, Capital, Brands, Space, Media and Logistics.
Apart from Pantaloon Retail, the groups presence in the retail space is
complemented by group companies, Indus League Clothing, which owns leading
apparel brands like Indigo Nation, Scullers and Urban Yoga, and Galaxy
Entertainment Limited that operates Bowling Co, Sports Bar, F123 and Brew
Bar.
The groups joint venture partners include French retailer ETAM group, US-
based stationary products retailer, Staples and UK-based Lee Cooper. Group
company, Planet Retail, owns and operates the franchisee of international
brands like Marks & Spencer, Next, Debenhams and Guess in India. The
groups Indian joint venture partners include, Manipal Healthcare, Talwalkars,
Blue Foods and Liberty Shoes.
Future Capital Holdings, the groups financial arm, focusses on asset
management and consumer credit. It manages assets worth over $1 billion that
are being invested in developing retail real estate and consumer-related brands

and hotels. The group has launched a consumer credit and financial
supermarket format, Future Money and soon plans to offer insurance products
through a joint venture with Italian insurance major, Generali.
The group is currently developing over 50 malls and consumption focusing on
mall management with Singapore-based CapitaLand, one of Asias largest
property companies.
Future Groups vision is to, deliver Everything, Everywhere, Everytime to Every
Indian Consumer in the most profitable manner. The group considers Indian-
ness as a core value and its corporate credo is - Rewrite rules, Retain values
Future 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 customers will not just get what they need, but also get them where, how
and when they need.
We will not just post satisfactory results, we will write success stories.
We will not just operate efficiently in the Indian economy, we will evolve it.
We will not just spot trends, we will set trends by marrying our understanding of
the Indian consumer to their needs of tomorrow.

Group Vision

Future Group shall deliver Everything, Everywhere, Everytime for Every Indian
Consumer in the most profitable manner
Group Mission
We share the vision and belief that our customers and stakeholders shall be
served only by creating and executing future scenarios in the consumption
space leading to economic development We will be the trendsetters in evolving
delivery formats, creating retail realty, making consumption affordable for all
customer segments for classes and for masses.
We shall infuse Indian brands with confidence and renewed ambition.
We shall be efficient, cost- conscious and committed to quality in whatever we
do.
We shall ensure that our positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful
Core Values
Indian ness: 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

AWARDS AND RECOGNITION

National Retail Federation Awards
International Retailer for the Year 2007 Pantaloon Retail (India) Ltd
The National Retail Federation is the worlds largest retail trade association with
over 1.4 million members in the US and across the world. Some of the past
winners of the award include Metro AG (Germany), Carrefour (France), Zara
(Spain), Boticario (Brazil) and Ito Yokado (Japan). The award was presented at
the Retails Big Show held in January 2007 in New York.
World Retail Congress Awards
Emerging Market Retailer of the Year 2007 Pantaloon Retail (India) Ltd
The inaugural World Retail Congress held in Barcelona, Spain in March 2007
attracted over one thousand retail professionals from over sixty countries. The
awards were decided by a multinational Grand Jury. Winners in other categories
included Inditex, Mall of Emirates, Marks & Spencer and IKEA.
Hewitt Best Employers 2007
Best Employers in India (Rank 14th) Pantaloon Retail (India) Ltd
Leading human resources consultancy, Hewitt Associates conducts an annual
survey of the best employers in India, as part of its global initiative. It is based on
CEO interview, People Practices Inventory and Employee Opinion Surveys.
Pantaloon Retail became the only retailer to feature among the twenty-five best
employers in India.
PC World Indian Website Awards
Best Indian Website In The Shopping Category - Futurebazaar.com
PC World, a leading consumer technology magazine selected the best Indian
websites in various categories based on use of technology for delivering
solutions, information being presented in an intuitive and concise manner and
overall experience aided by design.

Readers Digest Trusted Brands Platinum Awards

Trusted Brands Platinum Award (Supermarket Category) Big Bazaar
The Readers Digest awards are based on surveys done among consumers by
independent research agency, Nielsen Media Research. This is the second
consecutive time Big Bazaar has won this award.
Retail Asia Pacific Top 500 Awards
Asia Pacific of the Best Retailers Pantaloon Retail (India) Ltd
Best Retailer in India Pantaloon Retail (India) Ltd
The Retail Asia publication in association with EuroMonitor and KPMG honours
the best retailers in 14 countries across the Asia Pacific region. The awards were
presented in Singapore in October, 2006.
Asiamoney Awards
Best Managed Company in India (Mid-cap) Pantaloon retail (India) Ltd.
The Asiamoney publication conducts a poll among fund manages and investors
and does a quantitative analysis of financial performance to select best managed
companies in Asian countries.
Ernst & Young Entrepreneur of the Year Award
Ernst & Young Entrepreneur of the Year (Services) Kishore Biyani
Considered to be one of the most prestigious business awards in India, a jury
comprising leading names in Indian business selected the winners based on
courage, creativity, passion, endurance and vision
CNBC Indian Business Leaders Awards Kishore Biyani
Organized by CNBC-TV18, the twelve awardees in various categories are
decided by a high profile jury, along with research partners - The University of
Chicago Graduate School of Business, Development Dimensions International
(DDI) and AC Neilson ORG MARG.

Lakshmipat Singhania IIM Lucknow National Leadership Awards

Young Business Leader Kishore Biyani
The award recognizes and honors individuals who have contributed consistently
to the betterment of our country through their pursuit of excellence. The awards
were presented in New Delhi by the Prime Minister Dr. Manmohan Singh in
December, 2006.
Images Retail Awards
Best Value Retail Store Big Bazaar
Best Retail Destination Big Bazaar
Best Food & Grocery Store Food Bazaar
Retail Face of the Year Kishore Biyani
The IRA awards are decided through a nationwide consumer & industry poll and
nominations followed by performance assessment by team of analysts and jury.
Readers Digest Awards
Platinum Trusted Brand Award - Big Bazaar
The Readers Digest awards are based on surveys done among consumers by
independent research agency, Nielsen Media Research.
CNBC Awaaz Consumer Awards
Most Preferred Large Food & Grocery Supermarket Big Bazaar
Conducted in association with AC Nielsen-ORG Marg across 21 major cities,
nearly 10,000 consumers were asked to choose their most preferred brands.
Reid & Taylor Awards for Retail Excellence
Retail Entrepreneur of the Year Kishore Biyani


ABOUT MY TOPIC
Customer Satisfaction is the customers perception of the actual service
received as compared to the service they expected.
Customer Satisfaction lives at the intersection of reality and expectations
The customer is always right. It's a phrase every business owner has
heard. However, must a business owner always admit fault and give away
the store to turn dissatisfied customers into repeat customers
Measuring Customer Satisfaction
Participant Customer Satisfaction
Employer Customer Satisfaction
Customer Satisfaction Not the Same as Customer Service
Customer service is measured by standards set by you or your
agency.
Customer satisfaction is measured by the customers standards
for the services, regardless of whether they make sense.
Characteristics of Firms With High Customer Satisfaction
Customers define quality
Variety of services
Customization of services
Convenience of services
Timeliness of services
Continually identify factors that influence satisfaction
Continually identify expectations and set customer service
standards well above these expectations (to delight customers)


Drivers of Satisfaction
Convenience
Accessibility
Ease of use
Timeliness
Safety
Reliability
Accuracy
Thoroughness
Fairness
Satisfy Your Customers to
Increase Business and
Reduce Losses
Appropriateness
Attractiveness and
cleanliness
Courteous
Professional
Attentive
Friendly
Helpful
Knowledgeable
Prompt
Informative
Honest
Candid

Service Quality
Measures
Customer Service
Characteristic

Satisfy or Delight
When a customer purchases a product or service from your company, that
customer expects it to perform as advertised or according to specification. There
are also unstated expectations and of performance and reliability. Customer
satisfaction or delight is when the product or service exceeds expectations.
For example, we recently purchased a new, inexpensive Toyota Corolla. After
driving the car, we were delighted with the high gas mileage and various
features of the car that you would expect in a more expensive automobile. To
top it off, the Toyota dealership provide excellent service as a follow-up to the
sale. No wonder Toyota is such a successful manufacturer.
Benefits of customer satisfaction
A satisfied customer will often be a repeat customer. Also, the customer may tell
other people and referred them to your business. This means that you not only
have a source of continuous business, but you also will get new business. This
can save your company money that might be spent on advertising. Repeat
business and word-of-mouth advertising are the best ways of maintaining a
healthy business.
Perhaps you've gone to a restaurant where the service and the food were
excellent. You probably return to that restaurant again and even brought some
friends along.
Companies that do business with other companies can also see the benefits of
customer satisfaction in establishing long-term business relationships.
Dissatisfied customers
When customers are dissatisfied with the quality of the product or its reliability,
they may voice some complaints. In such a case, you can solve a problem and
rectify the situation such that the customer goes away happy. But that type of
customer service will cut into your company's profits.

The greater problem is that only a small percentage of the dissatisfied
customers will actually complain. But they will tell their friends about their
dissatisfaction. It is estimated that an unhappy customer will tell up to 15 other
people of their dissatisfaction. This is a considerable amount of negative
publicity for your company. This is a major reason some businesses fail.
Although a customer may be satisfied with the product received, if the service
that comes along with the product is poor, they may hesitate in recommending
your store or business. If you went to a restaurant that had excellent food, but
the waiters were rude and the service was slow, you would probably not return.
Timeliness is part of the service is provided to customers.
It is customer service, which more and more organizations are discovering as a
critical element in their overall success, especially with increasing global
competition for customers and sales.
Customer service depends on the customer being served. As is so often the
case, each customer will have his or her own definition of customer service. To a
procurement manager at a large corporation, it might mean quality products at
good prices. For a time-challenged entrepreneur, response times may be the
primary criteria. To a traveling business executive, it might revolve around
helpful, knowledgeable staff. They're all right; superior customer service is each
of these things and more.
Regardless of your customer baseand the specific products and services
you're sellingit's absolutely crucial that your organization places a premium on
maintaining the highest customer service levels possible. It's probably the most
important thing you can do to keep customers.
Remember, even if exceptional products first attract customers, it's usually
superior customer service that keeps them around for the long haul.
It is customer service, which more and more organizations are discovering as a
critical element in their overall success, especially with increasing global
competition for customers and sales.

While customer service is a moving target when training and deploying your
staff, there are basic elements to success:
Knowledgeable employees.
Employees dealing directly with customers should be experts on your company
and its products or services. Give them the tools and training needed to
effectively communicate your organizational vision to customers, as well as
responding quickly, accurately and thoroughly to customer questions.
Empowered employees.
Great customer service is impossible when employees don't have authority to
make decisions. Allow them the opportunity to do whatever it takes to keep
customers happyeven if they make a few mistakes as they learn.
Helpful employees.
Train employees to understand the importance of a caring, courteous attitude in
making customers feel valued.
Honest employees.
Show employees that it's O.K. to take responsibility and apologize for mistakes.
Teach them to focus on correcting the mistakeand the proven strategy of
offering wronged customers something of value: a discount, free shipping or
even free a new product, as needed.
Reliable employees.
Maintain a culture where phone calls are promptly returned, appointments are
made and promises are kept.
Human employees.
Great customer service is in the personal detailsaddressing customers by
name, thanking them for choosing you and generally making them feel like the
valuable customers they are.
Every businessjust like every individualmakes mistakes. The key is how
your organization responds to customer-service challenges, turning
dissatisfaction into loyalty and repeat business


OBJECTIVE
To measure customer satisfaction index at all touch point in big bazaar during
the store visit.
METHODOLOGY
Sources of data
Primary data
It was obtained from customers in big bazaar
Methods
1) My communication approach was basically structured questions ,it includes
both open ended and close ended questionnaire
2) observation
3) Sample size.
My sample size for project comprised 100 respondents
It includes all category of respondents regarding their age, gender, income
groups with different areas



1. Do you like shopping? -
(i)Yes (ii) No

Out of 100 respondents ,99% giving their preference for shopping
and 1% does not like shopping.

2. who is taking decision for your shopping?
(I ) Own (ii) friends (iii) family members (iv) others

shopping prefernce
yes. 99
no. 1
0
20
40
60
80
100
120
Series1 99 1
yes no

76% are taking their own decision for shopping, 8% by the friends,14% by family and
2% by others.

3. How frequently you are purchasing from BIG BAZAAR?
(I )Daily (ii)Weekly (iii)Monthly (iv)twice in a month

49% of customers are shopping weekly,38% are purchasing monthly ,6% are daily
And 7% are shopping twice in a month.

0
10
20
30
40
50
60
70
80
no of
response
attributes
decision maker
Series1 76 8 14 2
own friends family others
6%
49%
38%
7%
daily
weekly
monthly
twice in a month

4. How the ambience of BIG BAZAAR is?

(i)Bad (iv)Good (iii)Bette (iv)Satisfactory

Some of the customers are saying we are purchasing only from here because
we are getting all the varieties under one roof

About the ambience of the store 46% are saying good,37% are in
satisfactory,15% are saying better and 2 % about bad. so here ambience is the
puller who pulls customers to the store .
2
46
15
37
0
10
20
30
40
50
bad good better satisfactory
bad
good
better
satisfactory

5. How is the service quality provided by BIG BAZAAR?
(i)Not Good (ii)Good ( iii)Satisfactory (iv)Better

3% are saying ,the service provided by big bazaar is bad,32% are in good,
50% are saying average and15% are in satisfactory. But no one in the
category of better. S o we have to improve our service quality
Service quality refers to an attitude formed by a long-term overall evaluation
of a firms performance .customer satisfaction and service quality are closely
related. it can be said that satisfaction assists consumers In formulating a
revised opinion about the service quality perception.
So here in the store I found service delivery gap is there ,means the quality
standards set for service delivery are not matching with the actual quality of
service delivery
What influences your decision to purchase from BIG BAZAAR?
(i)Price (ii)Quality (iii) Service (iv) Advertisement
(v)Ambience

3
32
50
15
0
0
20
40
60
bad
good
average
satisfactory
better
bad 3
good 32
average 50
satisfactory 15
better 0
1

55% customers are saying that we are coming to the store for the ambience
means they are saying , we are getting all the varieties under one roof, no need
spend more time to purchase the required things for are able to make up our time
in a effective manner.
16% of customer are giving their response that we are coming to the store for the
service which is too less,so we have to improve our service quality for which
company able to gain long term profit
And company should think about the price and quality of the product because
responses is coming 9% each which is too less.
Some of the customers are saying (in the time of interaction) those products
which we bought for mrp 449 before now you have hiked the price to Mrp 999
and giving 50% discount ,what does company think? We are fool. but after all I
make them understand we are not making you fool through my statement.

decision influenced for shopping
0
10
20
30
40
50
60
r
e
s
p
o
n
s
e
price
quality
service
advertsement
ambience
attributes 9 9 16 11 55
price quality service
advertse
ment
ambience

So company should think about the service ,price and quality of the products
for the smooth flow of business process without any hindarances.
Now it is the time to compete with others competitors ,because the retail
revolution is going to start,all are ready to fight . when others competitors will
come and drag the customers by their service with the same ambience which
will create threats for the comany

Do you get any problem to trace out department for necessary items?
(i)Yes (ii)No

For tracing out the department for necessary items also creating problems.51%
are saying we are put in to trouble and 49% are saying no ,problem for tracing
out the items is not arising in our case.
Customers coming frequently for shopping or roaming they are getting problems
to trace out the dept. because they are totally acquainted with the dept. but what
about those customers ,coming twice in a month (or) in a month
49
51
48
50
52
response
S1
attributes
trouble to trace out the items
yes
no
Series1 49 51
yes no

Q-As per your need ,are you getting your desired items in BIG BAZAAR?
(i)Yes (ii)No

BIG problems are arising where stocks are not available in the demand .59%
are dissatisfied with the unavailable of the stock. And rest are satisfied with
the availability of the stock as per their requirement i.e 41%.
Problems arises due to the following factors-
Lack of proper logistics and supply chain management
Inefficient management of inventory
Not standard categorized of product(fast moving, slow moving and fad
,fashion,staple and seasonal)
Negligence of management
Like for fast moving products-
In ladies western formal tops has high demand but not available in the
time of demand by the customers
Toys
Funs school ,kandy doll ,business game,doctor sets
Ladies fabric
Bandhini ,columncari sambalpuri cotton,batik print,tossor cotton etc.
So company should follow the category life cycle mentioned below to
kkep the stock according to the requirement

YES
no
0
10
20
30
40
50
60
70
YES
no
YES 41
no 59
1

9. What is your view about cash counter?
(i)Bad (ii)Good (iii) Average (iv) Excellent

Category lifecycle

62% of respondents are telling good,27% are in favor of average ,8% are in the
fore of excellent and 3% are against of the process
.
In Friday we are providing special discount for senior citizen ,( above age 60) ,in
this age they hesitate to stay for a long time.so company has to think how to
convert average in to good

10. Do you get irritate in exit point ,in the time of checking by security person?
(i)Yes (ii) No

0
10
20
30
40
50
60
70
view about cash counter
bad
good
average
exellent
attributes 3 62 27 8
bad good average exellent

50% of respondents are not happy ,and others have no complain at the exit
point in the time of checking made by security

11. Are you getting any problem in signage for offers and discounts
mentioned in it ?
(I )yes (ii) No

67% of respondents arent happy with the offers and discounts mentioned in
it,33% are happy with that.

irritation at exit point
50
50
0 10 20 30 40 50 60
yes
no
Series1
Series1 50 50
yes no
problem regarding signage
33
67
yes
no
Series1
Series1 33 67
yes no

Most of the customers are coming mothly, they are getting problem in signage.,
they are not seeing the lower portion where offer valid on mrp 399,499 etc. are
mentioned .they are ignoring that and after the bill is being made they get
irritated after seeing the bill which is not expected by them,so they start
screaming in the cash counter that offers mentioned in the section but you are
not providing such.

.
12. o you satisfy with the exchange policy in BIG BAZAAR?
(i)Yes (ii)No

53% of respondents are not happy with the exchange policy and rest of 47%
are happy with that exchange policy.

Customers are dissatisfied with the because of long distance they hesitate to
come to the store, expensive means if a customer will purchase a product which
has mrp 49 after that in his/her home found that some defective in that but
he/she wiil be staying in balasore which is far away from BBSR ,will he come to
exchange it? By spending 200 rupees along with time.

satisfaction level with exchange policy
4
7
5
3
44 46 48 50 52 54
yes
no
Series1
Series1 47 53
yes no

13 If no, in what basis ?
(i)Time factor (ii)Long distance (iii)Expensive (iv)They hesitate to
exchange (v) if any (specify)

Out of 53 dissatisfied customers 23(43.39%) are dissatisfied for the time factors
,due to the time constraint they are not able or put in to trouble to exchange the
defective product in right time.

34% dissatisfied for the expensive which is more than the mrp of the product
,20.75% are for the long distance and 1.89% for staff hesitates to exchange.

14. Do you satisfy with the offers and promotions takes place inside the store?
(i)Yes (ii)no

23
11
18
1
0
5
10
15
20
25
basis of dissatisfaction
time factor
long distance
expensive
staff hesitates
Series1 23 11 18 1
time factor long distance expensive staff hesitates

63% are not happy and 37% have no complaint ,they are satisfied with that.
Promotion like announcement of offers and discounts in the section by the
mike.they feel shame to go there when a sales executive is shouting about the
discounts and offers.

sex

Out of 100 respondents 25% are female and 75% male . so have their different
vies about the above all and the decision varies from person to person.

level of satisfaction regarding offers inside
YES
37%
NO
63%
75
25
0
20
40
60
80
male
female
Series1 75 25
male female

Highest respondents i.e 31% customers are earning 150000-200000, 28% are
in 200000-250000 and18%,10%,10%,1%,2% are earning 100000-150000,
<100000, 250000-300000, 300000-350000, 350000 & above respectively.

ANNUAL INCOME
10
18
31
28
10
1
2
0
5
10
15
20
25
30
35
<
1
0
0
0
0
0
1
0
0
0
0
0
-
1
5
0
0
0
0
1
5
0
0
0
0
-
2
0
0
0
0
0
2
0
0
0
0
0
-
2
5
0
0
0
0
2
5
0
0
0
0
-
3
0
0
0
0
0
3
0
0
0
0
0
-
3
5
0
0
0
0
3
5
0
0
0
0
&
a
b
o
v
e
ANNUAL INCOME
F
R
E
Q
U
E
N
C
Y
Series1

Highest i.e 29% of respondents of each age group 25-30, 30-35 ,24%are in the age group
of 35-40 and 14% are in the age group of 20-25 ..

64% are service holder,27% are business man and 7% are students.

1
14
29 29
24
3
0
10
20
30
respodents
AGE
1 14 29 29 24 3
15-20 20-25 25-30 30-35 35-40 40&Above
7
64
27
2
0 10 20 30 40 50 60 70
student
service holder
business man
any others
occupation
Series1
Series1 7 64 27 2
student service holder business man any others


Comparison table for detail analysis

Measurement of satisfaction index of the
customers for availability of product and view at cash counter
Tab-1.1

Consumption
pattern
Frequencies Q-8 % of
n.g.d.i
View about c.counter
Yes no Bad good avg. excellent % of
views
DAILY 6 1 5 83.33% 0 2 4 0 66.67%
(avg)
WEEKLY 49 13 36 73.47% 2 27 19 1 55.1%
(good)
MONHLY 38 23 15 39.47% 1 28 3 6 73.68%
(good)
TWICE IN
A MONTH
7 4 3 42.8% 0 5 1 1 71.4%
(good)

From the above table I found that customers purchasing daily from the big
bazaar is high possibility of not getting the desired items i.e 83.33% after that it
is declining. The customer purchasing weekly % of not getting the desired items
is 73.47%,then 39.47% for monthly and 42.8% for twice in a month.

But most of customers are shopping weekly from big bazaar i.e 49% out of that
36 (73.47%) are not getting desired items in B.B.less customers prefer to shop
daily but out of 6 customers 5 are not satisfied with the availability of desired at
the right time. Because of to keep the stock for a daily customer is difficult. Stock
may be there but they want more than that ,and their expectation is high by
seeing same kinds of stock everyday. The dissatisfaction level is reducing when
the consumption pattern is increasing i.e daily ,weekly, twice in a month, monthly.
when a customer purchasing the goods monthly (or) twice in a month he/she is
not searching for the new stock stock rotation in a month .when he comes old
stock moves due to time footfall of that customer is too long

About the view at cash counter customers shopping daily are saying average
i.e(66.67%) they want some improvement for fast billing. Those customers who
are purchasing weekly, monthly ,twice in a month ,most of the customers are
giving their view that good i.e 55.1%,73.68% and 71.4% respectively. So they
are some extend satisfied in the time of biling. So we have to concentrate upon
the customers purchasing weekly for which less % of customers are saying good
but most of the customers are purchasing weekly i .e 49%.

Measuring satisfaction level of the customers in
exchange policy taken by BIG BAZAAR

Tab-1.2
Satisfaction level in E. policy Res. Basis of
dissatisfaction
Percentage of
dissatisfaction
Yes NO
Responses 47 53 53
Cus. Staying far
away from store(35)
7 28 (28 ) 52.8%
Nearer to store or in
BBSR(65)
40 25 (25) 47.16%
Time factor 23 5 14 43.4% 56%
Long distance 11 9 3
Expensive 18 14 7 50%
Staff hesitates to
exchange
1 0 1

From the above analysis table 53% are not satisfied with exchange policy taken
by big bazaar and rest 47% are satisfied with the exchange policy. out of 53
responses 28(52.8%) are staying outside or far away from the store and
25(47.1%) are staying nearer to store.


Out of 53 respondents who are not satisfied with the exchange policy 23 (43.4%)
are dissatisfied for the time factor because they dont have the time to come to
store ,11 for the long distance,18 for the expensive and 1 for the staffs
hesitation.
Out of 35 customers staying far away from store 28 are dissatisfied i.e 80% and
out of 65 customers staying nearer to the store 25 are dissatisfied i.e 38.46%.
Out of 28 respondents who are belonging to that category staying far away from
the store 5 are dissatisfied for the time factor ,9 for the long distance, 14 (50%)
of respondents are saying that fare cost is more expensive than the product .
Out of 25 respondents those are staying nearer to the store (38.46%) i.e 25/65
,56% of respondents are dissatisfied for the time factor, 3 are for long distance
,7 are for expensive. Being nearer to the store they hesitate to come to the store
due to the lack of time they are unable to come and exchange the product.


Measurement of satisfaction level regarding promotion inside the
store

Tab-1.3
Age YES NO DIS. In female
(19)
Dis in male(44)
37 63
15-20 0 1 1 3
20-25 9 24.3% 5 7.9% 2 10.5% 11 25%
25-30 13 35.1% 16 25.39% 6 31.57% 12 27.2%
30-35 8 21.6% 21 33.33% 9 47.36% 5 11.33%
35-40 7 18.9% 17 26.98% 1 3
40&above 0 3 0 0
FEMALE(25) 6 19 76%
MALE(75) 31 44 58.67%

From the above analysis table I found that at the age group of 30 to 35 have
maximum percentage of respondent are dissatisfied with the offers and
promotions which are taken place in the section inside the store that is 33.33% .
at the age of 20 to 25 less respondent s are dissatisfied in comparison to all age
groups i.e 7.9% and at the age group 25-30 ,35-40 25.39% , 26.98 %
dissatisfied respectively and almost all respondents are dissatisfied at the age
group 40 &above .
From the female group ,out of 25 , 19 (76%) are dissatisfied with the promotion
inside the store at the section and out of 75 male 44 (58.67%) are dissatisfied .
Out of 19 dissatisfied respondents of female 47.36% of respondents are belongs
to the age group of 30-35 and 31.57% are belongs to age group of 25-30.

In the male category out of 44 responses highest % i.e 27.2% are belongs to
25-30 age group and 20-25 age group are not satisfied with the promotion taken
place in the section
Problem regarding offers and discounts mentioned in signage
TAB-1.4

Fre.of
purchase
Frequencies Responses % of
negative
response
Yes no
Daily 6 0
6
100%
Weekly 49 11
38
77.56%
Monthly 38 19 19 50%
Twice in a
month
7 3
4
57.1%

From the above table it is cleared that those customers are
purchasing their required items weekly and daily they have no problems
regarding signage when it increases to twice in a month and monthly then
problems increasing.
Like-
Daily-0%
Weekly-22.44%
Twice in a month-42.9%
Monthly-50%


Measurement of decision influenced to purchase from BIG BAZAAR
Tab-1.5

Fre. Of
purchase
response price quality service advertisement ambience % abt.
Importance

Daily 6 0 0 0 1
5
83.3%
Weekly 49 2 2 10 8
27
55.1%
Monthly 38 6 7 5 2
18
47.36%
Twice in
a month
7 1 0 1 1
4
57.1%

From the above table decision influenced to purchase from big bazaar for which
customers are dragged to the store . The reason is that ambience which has
scored higher than all attributes

Daily- 83%
Weekly-55%
Twice in a month-57%
Monthly-47.3%

But one importance thing is that very less customers are coming for the price
and quality. In that area we have to think about it ,how product price should be
kept low with maintaining the proper and desired quality,to which the customers
searching for in the competition era.

About the service we have to improve that area also which hasnt got the good
response from the customers ,because wished-for level of service quality that
customer believes can and should be delivered to gain customer loyalty which
will give long term benefit to retail organization.


MEASUREMENT OF ANNOYANCE LEVEL OF CUSTOMER AT EXIT POINT
Tab-1.6
`
Fre. Of
shopping
Responses Annoyance AGE of annoyance
yes No 15-
20
20-
25
25-
30
30-
35
35-
40
40&above % of
annoyance
Daily 6 0 6 0 0 0 0 0 0
Weekly 49 19 30 0 3 4
6
5 1 31.57%
Monthly 38 24 14 0 0
10
7 5 2 41.67%
Twice in
a month
7 4 3 0 0 0
3
2 2 42.86%

From the above analysis table I found that those customers are coming daily
have no problems regarding checking made by security person,they are
acquainted with the norms which is followed in big bazaar. But the annoyance is
increasing with th increase of shopping pattern i.e-daily,weekly, twice in a
month and monthly.
As the increase of frequencies of shopping the % of annoyance also increasing
i.e-31%-42.86% as on .
yes
yes
yes
yes
no
no
no
no
0 10 20 30 40
6
49
38
7
f
r
e
.

o
f

s
h
o
p
p
p
i
n
g
responses of annoyance
no
yes

Maximum % of annoyance is coming from those customers purchasing monthly
and twice in a month at the age group30-35, 25-30 and for twice of a month 30-
35. and for weekly at the age group of 30-35.
The importance of consumer dissatisfaction, rather than satisfaction, is the fact
that a negative experience leads people to want to go and talk it," The above
analysis revealed differences in dissatisfaction by age, with older shoppers
reporting fewer problems. The average number of problems experienced per
consumer is highest among those 25-35 years old. Shoppers under 30 were
more likely to be ignored by store staff or by salespeople they perceive to be
more interested in making a sale than actually helping the customer.
Because they are less patient or have higher expectations, or older people are
just worn down and don't expect as much., who are above 40&above and the
younger people typically have less loyalty to stores and are highly demanding
consumers.



CONCLUSION
Our goal in business should be that your customers are satisfied and even
delighted with what you have provided them. Satisfying your customers results in
repeated business and referrals for new business. Dissatisfied customers can
result in complaints, returns and negative publicity, causing you to lose money
and have fewer customers in the future
Many organizations agree that customer satisfaction is difficult to measure.
There are a number of tests and programs available on the market to try to
understand customer satisfaction levels; one of the most popular is a customer
satisfaction survey. Unfortunately many of the customer satisfaction surveys
distributed by organizations never make it back to the organization, and if they
do, they are obsolete because they are outdated and do not represent current
customer satisfaction levels



RECOMMENDATION
Retailing success is tied with the ability to satisfy the dissatisfy
customer and sustain & maintain the cash conversion cycle with
the help of logistic and supply chain management by which inventory
rotation will increase and replenishment of products should be in
time to the floor for which we will able to maintain the customers
retention by providing the product at the time of demand as well as
enhance the growth of the company by increasing sales volume. So
when customer will get the varieties according to their choices and
expectation they will be satisfied in the terms of price, quality,
varieties and service .In 11-15
th
august problems of s.c.m were
arised which affects upon the sales.
Rather than dissatisfied customer to complain ,the company should
actively seek both positive and negative perceptions of the
customers in advance o complain.
There should be significant emphasis on the importance of consumers
desire for convenience and the value of time.
Consumers perceived expenditure of time and effort should match to
their perceptions of service convenience
Consumers overall convenience are likely to affect their satisfaction
with the service as well as their loyalty to the organization. So we
have to improve our sevice quality
Management should changes their policy to set up discounts and
offers like when the day of hapte ka sabse sasta dini.e
Wednesday, will come the offers should be more in comparision to
others normal day.

Store should provide Service convenience which extends to all
types of convenience that reduce consumers time or effort in
shopping, including operating hours, credit availability, user friendly
service
Use problem solving approach employee should Pay attention to
the customer then the goods


AT THE END TOUCH-

3 Important Points

The Most Important Goal is CREATE & KEEP THE CUSTOMER
Not To sell Help Them To buy
People love to buy Hate to be sold
Why customer Buy
Good feeling
Solution to problem
Problem = What customer want What we Have
They will buy much more when they buy us
Point to boost customer image open emotional account with
our customer
Recognize & praise people Hair dye & looking young
Use humor- hence people laugh they listen More
Let them know what you are thinking about them.


CREARS FORMULA FOR SATISFACTION-
BE RELIABLE- consistent performance is what customer wants
from us
BE CREDIBLE- if the customer buy the product, he wants to safe
and guaranteed.
BE ATTRACTIVE- body language
BE RESPONSIVE accessible, available and willing to help
customer whenever the customer has a problem.
BE EMPATHIC- to be in customers shoes and grasp his point of
view



BIBLIOGRAPHY

CONSOMER SERVI CE STANTARDS( pgprm)
Consumer behavior Ninth edition,
By-leon G.schiffman &leslie lazar kanuk
It happened in India, 1
st
edition - 2006
by - Kishore Biani (CEO,Future group )
Webliography:
http://www.pantaloons.com
http://www.futuregroup.com
http://www.google.com
http://www.yahoosearch.com

CUSTOMER SATISFACTION AT BIG BAZAAR

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SUBMITTED BY: BISWAJIT MISHRA / ROLL NO: 10MBA640 / MBA-09

DDCE, SAMBALPUR UNIVERSITY 1

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