Big Bazaar is part of Future Group, which also owns the Central 10 Hypermarket.

Big Bazaar
was launched in September, 2001 with the opening of its first four stores in Calcutta, Indore,
Bangalore and Hyderabad in 22 days. Within a span of ten years, there are now 150 Big Bazaar
stores in 80 cities and towns across India. Big Bazaar was started by Kishore Biyani, the
GroupCEO . Though Big Bazaar was launched purely as a fashion format including apparel,
cosmetics, accessory and general mercha Cost, quality, performance and efficiency of the
product.

The current format includes Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar.

Real estate development in the country, for example, the construction of mega malls and
shopping malls, is augmenting the growth of the organized retail business.
Indian Consumer : The Indian consumer has undergone a remarkable transformation., the
Indian consumer saved most of his income, purchased the bare necessities and rarely indulged
himself. Today, armed with a higher income, credit cards, exposure to the shopping culture of the
west and a desire to improve his standard of living, the Indian consumer is spending like never
before. Organized retail with its variety of products and multitude of malls and supermarkets is
fueling his addiction. His new mentality, in turn, is fueling the growth of organized retail in
India.
Spending capacity of youth of India: India has a large youth population, which is a conducive
environment to growth of this sector. Indias population is young, very young. Most consumers
have grown up with television, the internet, and have been exposed to the standards of living and
consumer culture abroad. This generation is also making money at a younger age and lots of it,
thanks to call centers and other avenues of employment opening up that cater to students in
college and schools. As a result they are ready to spend most, if not all of their income on
apparel, accessories, and electronics.

Raising incomes and purchasing power: Liberalization of the countrys economy has brought
a number of employments opportunities. With the entry of a number of multinationals and the
expansion of domestic corporations, job prospects in the country are looking up. As a result,
incomes and consumption are projected to increase 390 rapidly over the next couple of years.
This sets the stage for a very exciting and promising retail market in the future. The per capita
income in India has doubled between 2000-01 and 2009-10 resulting in improved purchasing
power.

Changing mindset of customers: The customer mind set is gradually shifting from low price
to better convenience, high value and a better shopping experience.

Easy customer credit: Emergence of concepts such as quick and easy loans, EMIs, loan
through credit cards, has made purchasing possible for Indian consumers, for products such as
consumer durables.

Title of Project
To compare customer satisfaction about service quality with retail stores in South Gujarat and to
serve this purpose I had used SERVPERF model of service quality.
Research Objectives:
1. To compare the customer satisfaction about quality dimension of retail services under stores.

2. To find out the relationship between overall satisfaction and the quality dimensions of service
in store.
3. To find out the main dimensions of the construct quality in relations to stores services in
South Gujarat Region.
4. To make recommendations on enhance customer satisfaction in the retail industry in general.
5. To make recommendations about the SERVPERF model in analyzing service quality and
satisfaction in stores.
Methodology
Research approach: - Qualitative and Quantitative
Types of Research Design: - Exploratory and Conclusive Descriptive Cross Sectional Sample
Survey Research Design
Sampling Design:- Target Population: customer of retail store Sampling unit: customers of
organized retail store
Extent of Research: - South Gujarat Region of India
Sampling Design: - Non probability sampling: convenience sample method
Sample Size: - Total sample size is 1260. The sample taken 210 each for retail store
1. Reliance Fresh-210
2. Dhiraj Sons-210
3. Sahaj Super Store-210
4. Big Bazar-210
5. Star Bazar-210
6. D-Mart-210
Types of Data: - Primary as well as secondary data
Data collection methods: - Face to Face personal interviews methods
Instrument Used in Research:-SERVPERF (proposed by Cronin and Taylor, 1992, 1994) and
Software Used for Data Analysis:-Excel-2007, SPSS-17.0, SYSTAT 13.0
Test performed:-Preliminary Analysis, Chi-square test, kruskalwallis one-way ANOVA
analysis, Factor Analysis, Regression analysis, Weighted Mean
Significance

 Limitation
The study is confined to the Indian scenario and with South Gujarat region as the focal point.
Geo-demographic could have great deal of influence on customer satisfaction. The study also
confined to defined formats and does not cover various formats that exist in the retail sector.
We used limited 21 items to measures customer overall satisfaction. Considering the
questionnaire is too long, people may not will to answer it outside of the stores patiently.