TABLE OF CONTENTS

CHAPTER TITLE
NO
1 CHAPTER -1 INTRODUCTION
1.1 INTRODUCTION
1.2 INDUSTRY PROFILE
1.3 PROFILE OF THE COMPANY
2 CHAPTER -2 REVIEW OF LITERATURE
2.1 REVIEW OF LITERATURE
2.2 RESEARCH REVIEW
3 CHAPTER -3 RESEARCH METHODOLOGY
3.1 RESEARCH DESIGN
3.2 RESEARCH METHOD
3.3 METHOD OF DATA COLLECTION
3.4 SAMPLE SIZE
3.5 DATA ANALYSIS
3.6 TOOLS USED FOR DATA ANALYSIS

4 CHAPTER -4
DATA ANALYSIS AND INTERPRETATION
4.1 ANALTICAL APPROACH PROBLEM SOLVING
4.3 OBSERVATION
4.4 ANALYSIS
4.6 CHECK
5 CHAPTER-5
SUMMARY OF FINDINGS,SUGGESTIONS &
CONCLUSION
5.1 SUMMARY OF FINDINGS
5.1.1 SWOT ANALYSIS
5.2 SUGGESTION
5.3 CONCLUSION
5.4 BIBLIOGRAPHY
5.5 ANNEXURE
 CHAPTER-1

INTRODUCTION
 INTRODUCTION

Defining Customer Satisfaction:

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

organizations products or services are pleased with those products or services.

Customer satisfaction to a company can be defined as:

The company's ability to fulfill the business, emotional, and

psychological needs of its customers;

Quality of service delivery expected by the customers.

An internal drive to satisfy an unsatisfied need of customer.

Providing good service in a pleasant manner and meeting the customer's

expectations;

The measure of the degree to which a product or service meets the

customer's expectations;

Comparison of expectations versus actual experience.

Measuring Customer Satisfaction

Most companies say that they believe in great customer service, but few set up a

system to ensure that they provide it. To deliver excellent customer service takes

both understanding what your customers want and the way to see that they

receive it.
Delighted Customers Are Profitable:

It is widely accepted that it is almost five times more profitable to sell to an

existing customer than to find a new customer. More important, the difference

between satisfied customers and very satisfied customers can make a big

difference in customer repeat business and the profits. Measuring client

satisfaction is very important and distinguishing between degrees of satisfaction

by using customer surveys is crucial.

Measuring Customer Satisfaction

There are several ways to gather input from customers. The simplest way to find

out how customers feel and what they want is to ask them. If you have only 20

customers, you can talk to each one personally. The advantage of this approach

is that you'll get a personal "feel" for each customer.

The disadvantage is that you'll gather different information from each customer

depending on how the conversation goes.

Customer surveys with standardized survey question insure that you will collect

the same information from everyone. Remember that few of your customers

will be interested in "filling out a questionnaire". It's work for them without

much reward. By launching a customer survey as an attempt to find out "how

we can serve you better" -- your customers will feel less put upon.

Here are a few of the possible dimensions that one could measure:

Quality of product
 Pricing

Offers and discounts

Staffs behavior

Complaints or problems

Billing experience

Securitys behavior

Stores ambience & cleanliness

Overall experience in store

Using satisfaction Surveys to achieve a Competitive advantage

Consider these statistics:

Only 4% of all customers with problems complain

The average person with a problem eventually tells 9 other people

Satisfied patients and customers tell 5 other people about their good

treatment

Cost of acquiring a new customer is usually 5-7 times greater than

retaining current ones

Cost of hiring and training a new employee is up to 10 times greater than

retaining current ones.

These facts underscore the need to satisfy your current customers so they

remain with your organization. Ensuring their satisfaction is vital to your long-
term business survival and profitability. The technology available to both you

and your competitors has made it easier to duplicate each others products or

services.

Because of this, it is increasingly difficult to rely on features alone to

differentiate yourself from the competition. Excellent customer satisfaction is

one of the few ways to achieve a sustainable competitive advantage.

Satisfaction (and dissatisfaction) affects your organizations bottom line

The value of satisfaction is often underestimated. Loyal customers affect an

organizations success, which can be difficult to quantify. Loyal customers

grow your business by increasing market share. Over a lifetime, a loyal

customer purchases more, purchases at a premium (they are less sensitive to

price), costs less to sell to, and refers your business to others.
 INDUSTRY PROFILE

Industry Insight - Indian Retail Industry

The retail sector in India is witnessing a huge revamping exercise as

traditional markets make way for new formats such as departmental stores,

hypermarkets, supermarkets and specialty stores. Western-style malls have

begun appearing in metros and second-rung cities alike introducing the Indian

consumer to a shopping experience like never before.

The Indian Retail Sector

The Indian Retail Sector is at an inflexion point, with changing

demographics driving growth of organized retailing and driving growth in

consumption. With an expanding economy, the countrys overall retail sector

will become a $450 billion (Rs20.85 trillion) business by 2015.

Along the way, the modern retail business will create about 1.6 million

jobs in the next five years acc. to McKinsey. Modern retailers will not only

create employment opportunities but also would help raise Indias overall

economic productivity and could also result in lowering prices of goods. With

changing demographic and economic profile of the Indian population, it is

believed that India is expected to experience accelerated consumption over the

next few years.

Growth in organized retail

In sharp contrast to the global retail sector, retailing in India though

large in terms of size is highly fragmented and unorganized. With close to 12

million retail outlets India has the largest retail density in the world. However,

most of these retail outlets belong to the unorganized sector. The Indian retail

industry is evolving in line with changing customer aspirations across product

groups, with modern formats of retailing emerging. Organized retail derives its

advantages in generating operational efficiencies while simultaneously catering

to rising consumer aspirations. Size drives economies on procurement, and

lowers logistics and marketing costs while delivering better value to customers

in terms of lower price, better quality, greater selection, improved service and in

store ambience.
 COMPANY PROFILE

Future Value Retail Limited is a wholly owned subsidiary of Pantaloon

Retail (India) Limited. Kishore Biyani is the Managing Director of Pantaloon

retail (India) Ltd and the Group Chief Executive Officier of Future Group.

Pantaloons family store, an organized retail sector was opened in 1997. This

was followed by the opening of Big bazaar, a uniquely Indian hypermarket

format that democratized shopping in India.

Big Bazaar was launched in September, 2001 with the opening of its first

four stores in Calcutta, Indore , Bangalore and Hyderabad. Currently, there are

214 stores across 90 cities and towns in India covering around 16 million sq.ft.

of retail space. In Tamil Nadu, Big Bazaar is designed as an agglomeration of

bazaars or Indian markets with clusters offering a wide range of merchandise

including fashion and apparels, food products, general merchandise, furniture,

electronics, books, fast food and leisure and entertainment sections.

Big Bazaar guaranteed that definitely best products offered at the best

prices. Over 1,70,000 products under one roof that cater from apparel to

general merchandise like Plastics, Home Furnishings, Utensils, Crockery,

Cutlery, Sports Goods, Car Accessories, Books and Music, Computer

Accessories and many, many more. Big Bazaar is the destination where

products available at prices lower than the MRP, setting a new level of standard
in price, convenience and quality, making Big Bazaar, India's favourite

shopping destination.

INNOVATIONS:

Wednesday Bazaar -Big Bazaar introduced the Wednesday Bazaar

concept and promoted it as Hafte Ka Sabse Sasta Din. It was mainly to

draw customers to the stores on Wednesdays, when least number of

customers is observed. According to the chain, the aim of the concept is

"to give homemakers the power to save the most and even the stores in

the city don a fresh look to make customers feel that it is their day".

Sabse Sasta Din- With a desire to achieve sales of Rs 26crores in a one

single day, Big Bazaar introduced the concept of "Sabse Sasta Din". The

idea was to simply create a day in a year that truly belonged to Big

Bazaar. This was launched on January 26, 2006 and the result was

exceptional that police had to come in to control the mammoth crowd.

The concept was such a huge hit that the offer was increased from one

day to three days in 2009 (24 to 26 Jan) and to five days in 2011 (22-26

Jan).

Maha Bachat- Maha Bachat was started off in 2006 as a single day

campaign with attractive promotional offers across all Big Bazaar stores.

Over the years it has grown into a 6 days biannual campaign. It has

attractive offers in all its value formats such as Big Bazaar, Food Bazaar,
 Electronic Bazaar and Furniture Bazaar - catering to the entire needs of a

consumer.

The Great Exchange Offer-On February 12, 2009 Big Bazaar launched

"The Great Exchange Offer", through with the customers can exchange

their old goods in for Big Bazaar coupons. Later, consumers can redeem

these coupons for brand new goods across the nation.

Several promotion schemes practiced at Big Bazaar

Online shopping cash on delivery

Exchange offers like Junk swap offer

Payback card

Future card

Wednesday bazaar

Brand endorsement by Asin and M. S. Dhoni

Advertisement (print ad, radio and TV)

CHAPTER -2

REVIEW OF

LITERATURE
 REVIEW OF LITERATURE

Customer satisfaction

Customer satisfaction is a highly personal assessment that is greatly influenced

by individual expectations. Some definitions are based on the observation that

customer satisfaction or dissatisfaction results from either the confirmation or

disconfirmation of individual expectations regarding a service or product. To

avoid difficulties stemming from the kaleidoscope of customer expectations and

differences, some experts urge companies to concentrate on a goal thats more

closely linked to customer equity.

According to Kotler-Customer satisfaction depends on the products perceived

performance relative to buyers expectations. If the product performance falls

short of expectations, the customer is dissatisfied. If performance matches

expectations, the customer is satisfied. If performance exceeds expectations, the

customer is highly satisfied or delighted.

Outstanding marketing companies go out of their way to keep important

customers satisfied. Highly satisfied customers make a repeat purchases and tell

others about their good experience with the product. The key is to match

customer expectation with company performance. Smart companies aim to

delight customers by promising only what they can deliver, then delivering

more than they promise.

However, although the customer-centered firm seeks to deliver high customer

satisfaction relative to competitors, it does not attempt to maximize customer

satisfaction.

A company can always increase customer satisfaction by lowering its price or

increasing its services. But this may result in lower profits. Thus, the purpose of

marketing is to generate customer value profitability. This requires a very

delicate balance: The marketer must continue to generate more customer value

and satisfaction but not give away the house.

The gulf between satisfied customers and completely satisfied customers

can swallow a business.

Customer

The question of defining who your customers are seems fairly easy particularly

if you have segmented your market properly and understand who you are trying

to satisfy. However subtlety that frequently goes undetected by many firms is

that is that customer set can be divided into two parts, the apparent customer

and the user. The apparent customer is the person or group of people who

decide what product to buy and basically have control over the purse strings.

The user is a person or group who physically uses the product or is the direct

recipient of a service.
Satisfaction

As in defining customer above, defining satisfaction also appears simple.

However as with customer there is a subtlety that needs addressing. Satisfaction

by most definitions simply means meeting the customers requirement.

Customer satisfaction is a concept that more and more companies are putting at

the heart of their strategy, but for this to be successful theyre needs to be clarity

about, what customer satisfaction means and what needs to happen to drive

improvement. Without this, there is a risk that customer satisfaction becomes

little more than a good intention, with confused objectives failing to address the

real issues for customers, one helpful way to look at the problem is to rephrase

the objectives: set the sights on helping the customers meet their goals.

Customer satisfaction can be defined in many different ways. Finding the right

way for a company depends on understanding your customer and on having a

clear vision of the role that customer satisfaction is to play in the strategy. For

example, a focus on customer satisfaction can work alongside existing

segmentations to support revenue generation from high value customers or it

can be a company-wide objective rooted in the brand values. For the former, it

may be sufficient to focus on improving customer service, but for the latter a

broader definition of customer satisfaction is necessary, closer akin to corporate

reputation.
Whatever the strategy for customer satisfaction, it must at least include getting

the basics right. Failing to achieve this can destroy the reputation as well as

losing valuable customers. Every customer, regardless of their economic worth

to the business, has the power to influence positively or negatively a

companys reputation. Once the objectives for the customer satisfaction strategy

are defined there are a number of steps we can take to make sure the focus on

customer satisfaction is effective.

Building a company around Customer Satisfaction

With the increase in customers demands and competition it has become a lot

more important to base the entire company on customer service. When doing

this one must first realize that every member of an organization plays an active

role in customer service. This includes both external customers and internal

customers within a company.

Customer focused organizations focus both on customer satisfaction and profit.

Achieving customer satisfaction generates the profit. In these organizations top

management has frequent contacts with external customers. The top

management uses consultative, participative, and supportive management styles

to get through to the customer. The staff focuses all of its attention on satisfying

the customers needs. However, the managements job is to provide the staff

with support necessary to achieve these goals. The other department and staff in

the organization that do not have direct contact with the external customers deal

exclusively with internal customer satisfaction.

 RESEARCH REVIEW

Instead of asking whether customers are satisfied, they encourage companies to

determine how customers hold them accountable

As a potential solution to the factor 10/20 vision system level improvements

have to be made, contrary redesigning individual products or processes

(Weterings and Opschoor 1992; Vergragt and Jansen 1993; von Weizscker,

Lovins et al. 1997; Ryan 1998; Manzini 1999; Brezet, Bijma et al. 2001;

Ehrenfeld and Brezet 2001).

For more than a decade now, a range of studies that address environmentally

sound consumer behaviour, e.g. car use, waste sorting, minimization and

recycling practices have been conducted. However, few studies evaluated

consumer acceptance of the PSS concept a consumption based on non-

ownership of physical products, see, for example, studies on car sharing

schemes (Schrader 1999; Meijkamp 2000), ski rental and washing services

(Hirschl, Konrad et al. 2001).

Besides the information processing perspective, manufacturing analyses

consumer behavior by employing a psychologically grounded concept of

attitudes (Balderjahn 1988; Ronis, Yates et al. 1989; Luzar and Cosse 1998). It

is consumer attitudes that are usually named as the major factor in shaping

consumer behavior and a wealth of studies is available on the topic of how

attitudes can predict behavior.

(Anderson, Fornell and Mazvancheryl, 2004) Therefore a firm should

concentrate on the improvement of service quality and charge appropriate fair

price in order to satisfy their customers who would ultimately help the firm to

retain its customers (Gustafsson, Johnson and Roos, 2005).

It is a common phenomenon that the services a brand offers and the price it

charges actually determine the level of satisfaction among its customers, than

any other measure (Turel et al. 2006).

Customers involvement is also important as when buyer consider the product

important and invests time to seek information then it ultimately enhances the

satisfaction level (Russell-Bennett, McColl Kennedy and Coote, 2007). This

satisfaction may influence the concerned company by repurchase, purchase of

more products, positive word of mouth and willingness of customer to pay more

for the particular brand. Any business is likely to lose market share, customers

and investors if it fails to satisfy customers as effectively and efficiently as its

competitors is doing (Anderson, Fornell, and Mazvancheryl, 2004).

According to Kotler and Armstrong (2010) price is the amount of money

charged for a product or service, or the sum of the values that customers

exchange for the benefits of having or using the product or service while

Stanton, Michael and Bruce (1994) defined price as the amount of money or

goods needed to acquire some combination of another manufacturing and its

companying services.
But the marketing literature showed researchers inclination towards price

fairness in relation with customer satisfaction (Hermann et al., 2007; Kukar-

Kinney, Xia and Monroe, 2007; Martin-Consuegra, Molina and Esteban, 2007).

Price fairness refers to consumers assessments of whether a sellers price is

reasonable, acceptable or justifiable (Xia et al., 2004; Kukar-Kinney, Xia and

Monroe, 2007). Price fairness is a very important issue that leads toward

satisfaction. Charging fair price helps to develop customer satisfaction and

loyalty.

Research has shown that customers decision to accept particular price has a

direct bearing at satisfaction level and loyalty and indirectly (Martin-

Consuegra, Molina and Esteban, 2007). In another study of Herrmann et al.,

(2007), it was concluded that customer satisfaction is directly influenced by

price perceptions while indirectly through the perception of price fairness. The

price fairness itself and the way it is fixed and offered have a great impact on

satisfaction.
 CHAPTER-3

RESEARCH

METHODOLOGY
 RESEARCH METHODOLOGY:

MEANING:

Research also starts with question or problem .its purpose is to find answer to

question through the applicants of scientific method it pursuit of the track

with the help of the study and observation.

3.1 RESEARCH DESIGN:

A frame work or blueprint for conducing for the marketing research project it

details

Of the procedures necessary for attaining the information needed to structure ad

or solving

Marketing research problem

3.2 DESCRIPTIVE RESEARCH:

Descriptive research a type of conclusive research that has as its major objective

The description of something usually mart characteristics or function

3.3 METHOD OF DATA COLLECTION:

3.3.1PRIMARY DATA:

Primary data is newly collecting the data for our purpose.

3.3.2 SECONDARY DATA:

Secondary data is already exits but make some interpretation of the exit data for

our purpose
3.4 SAMPLING SIZE:

Since the degree of accuracy is directly proportional to the sample size, so I had

taken a sample of 100 customers. And with a population of 500 customers.

Since there are different categories of customers and these are less homogenous

so I had taken a large sample

3.4.1 Sampling technique:

The researcher had used convenient sampling method for this research which

comes under Probability sampling technique. In all forms of research, it would

be ideal to test the entire population, but in most cases, the population is just too

large that it is impossible to include every individual. Many researchers prefer

this sampling technique because it is fast, easy and the subjects are readily

available since it is based on the convenience of the respondents.

3.4.2 Sampling method

The used the Questionnaire method as a tool of collecting the required data from

the samples.

A Questionnaire is a list of questions sent to a number of persons for them to

answer.

The researcher adopted the Questionnaire method for data collection as and all

the respondents are educated and it helps the respondents to give well thought
out answers. In this method the identity of the respondents are kept anonymous

and so the respondents will answer truly.

3.5 DATA ANALYSIS

The data collected will be analyzed by descriptive analysis. The data will then

be presented in a tabular format to be generated by use of SPSS (statistical

package for social sciences) computer program. There will be the use of mean,

percentage and frequency. The mean will give the average of respondents who

agree or disagree. The frequency will show how many times a certain factor

appears and the parentage that agreed or disagrees on various issues. Other

forms of data presentation will be the use of graphs, charts.

3.6 STATISTICAL TOOLS USED:

Chi-square test

3.7 HYPOTHESIS:

Null Hypothesis (Ho): Big Bazaar products and services satisfy its customer.

Alternate Hypothesis (H1): Big Bazaar product and services do not satisfy its

customers.
 CHAPTER 4

DATA ANALYSIS AND

INTERPRETATION
FREQUENCY TABLE :

1. Rating of customer service desk & in-store announcements

MALE FEMALE TOTAL

Excellent 19 20 39
Good 18 5 23
Neutral 7 7 14
Poor 3 3 5
Very poor 10 9 19
Total 57 43 100

Customer service desk & In-store

announcements

5%
19% 23%
Excellent
Good
Neutral
Very poor
14%
Poor
39%
H0 = customer service is independent of gender
H1 = customer service is dependent of gender

Oi Ei Oi-ei (Oi-ei)2 (Oi-ei)2/ei

19 22.2 -3.2 10.2 0.5
20 16.8 4.8 23 1.4
18 13.1 4.9 24 1.8
5 9.9 -4.9 24 2.4
7 8 -1 1 0.1
7 6 1 1 0.2
3 2.9 0.1 0 0
3 2.2 0.8 0.6 0.3
10 10.8 -0.8 0.6 0.1
9 8.2 0.8 0.6 0.1
Total 6.9

Calculated value is = 6.9

The tabulated value is = 9.488

The calculated value is lesser than the tabulated value

INFERENCE: Therefore the customer service is independent of gender.

 2. Rating of big bazaar prices

MALE FEMALE TOTAL

Excellent 8 3 11
Good 27 13 40
Neutral 20 16 36
Poor 3 1 4
Very poor 5 4 9
Total 63 37 100

Big Bazaar Prices

9% 4% 11%
Excellent
Good
Neutral
36% 40% Very poor
Poor
H0 = prices are dependent on gender
H1 = prices are independent on gender

oi Ei Oi-ei (Oi-ei)2 (oi-ei)2/ei

8 6.9 1.1 1.2 0.2
3 4.1 -1.1 1.2 0.3
27 25.2 1.8 3.2 -22
13 14.8 -1.8 3.2 0.2
20 22.7 -2.7 7.3 0.3
16 13.3 2.7 7.3 0.5
3 2.5 0.5 0.3 0.1
1 1.5 -0.5 0.3 0.2
5 5.7 -0.7 0.5 0.1
4 3.3 0.7 0.5 0.2
total -19.9

Calculated value is = -19.9

Tabulated value is = 9.488

The calculated value is lesser than the tabulated value

INFERENCE: Therefore the prices are independent on gender

3. Rating the quality and variety of the product

MALE FEMALE TOTAL

Excellent 30 29 59
Good 3 5 8
Neutral 15 6 21
Poor 3 1 4
Very poor 4 4 8
55 45 100

Quality & Variety of Product

8% 4% 8% Excellent
21% Good
Neutral
Very poor
59% Poor
H0 = the quality and variety of the product are independent on gender
H1 = the quality and variety of the product are dependent on gender

Oi ei Oi-ei (Oi-ei)2 (Oi-ei)2/ei

30 32.5 -2.5 6.3 0.2
29 26.6 2.4 5.8 0.2
3 4.4 -1.4 2 0.5
5 3.6 1.4 2 0.6
15 11.6 3.4 11.6 1
6 9.5 -3.5 12.3 1.3
3 2.2 0.8 0.6 0.3
1 1.8 -0.8 0.6 0.3
4 4.4 -0.4 0..2 0
4 3.6 0.4 0.2 0
Total 4.4

Calculated value = 4.4

Tabulated value = 9.488

The calculated value is lesser than the tabulated value

INFERENCE: Therefore the quality and variety of the product are independent on gender
 4. Rating of offers and discounts

MALE FEMALE TOTAL

Excellent 31 16 47
Good 4 6 10
Neutral 16 8 24
Poor 4 1 5
Very poor 7 7 14
Total 62 38 100

Of fers & Discounts

5% 10%
14%
Excellent
Good
Neutral
Very poor
24% 47% Poor
H0 = the offers and discounts is independent on the gender
H1 = the offers and discounts is dependent on the gender

Oi Ei Oi-ei (Oi-ei)2 (Oi-ei)2/ei

31 29.1 1.9 3.6 0.1
16 17.8 -1.8 3.2 0.1
4 6.2 -2.2 4.8 0.7
6 3.8 2.2 2.8 0.7
16 14.8 1.2 1.4 0
8 9.1 -1.1 1.2 0
4 3.1 0.9 0.8 0.1
1 1.9 -0.9 0.8 0.4
7 8.6 -1.6 2.5 0.2
7 5.3 1.7 2.8 0.5
Total 2.8

Calculated value = 2.8

Tabulated value = 9.488

The calculated value is lesser than the tabulated value

INFERENCE : the offers and discounts are independent on gender

5. Rating of staffs behavior

MALE FEMALE TOTAL

Excellent 31 27 58
Good 3 4 7
Neutral 8 6 14
poor 1 2 3
Very poor 9 9 18
Total 52 48 100

Staffs behavior

18% 3% 7% Excellent
Good
Neutral
14% Very poor
58%
Poor
H0 = staffs behavior is independent upon the gender
H1 = staffs behavior is dependent upon the gender

oi Ei Oi-ei (Oi-ei)2 (Oi-ei)2/ei

31 30.1 0.9 0.8 0
27 27.8 -0.9 0.8 0
3 3.64 -0.6 0.3 0
4 3.3 0.7 0.4 0.1
8 7.2 0.8 0.6 0
6 6.7 -0.7 0.7 0.1
1 1.5 -0.5 0.2 0.1
2 1.4 0.6 0.3 0.2
9 9.3 -0.3 0 0
9 8.6 0.4 0.1 0
Total 0.6

Calculated value = 0.6

Tabulated value = 9.488

The calculated value is lesser than the tabulated value

INFERENCE: Therefore the staffs behavior is independent upon the gender

 6. Rating of stores ambience & cleanliness

MALE FEMALE TOTAL

Excellent 40 19 59
Good 13 11 24
Neutral 5 4 9
Poor 1 1 2
Very poor 3 3 6
62 38 100

Stores Ambience & Cleanliness?

6% 2%
9% 24%
Excellent
Good
Neutral
Very poor
Poor
59%
 7. Rating of billing experience

MALE FEMALE TOTAL

Excellent 19 21 40
Good 5 4 9
Neutral 12 23 35
Poor 3 1 4
Very poor 6 6 12
45 55 100

Billing Experience

12% 4% 9% Excellent
Good
Neutral
40% Very poor
35%
Poor
 8. Rating of securitys behavior

MALE FEMALE TOTAL

Excellent 20 21 41
Good 3 1 4
Neutral 19 3 22
Poor 10 7 17
Very poor 8 8 16
60 40 100

Securitys Behavior?

16% 4% Excellent
Good
17% 41%
Neutral
Very poor
22% Poor
 9. Rating of overall experience in store

MALE FEMALE TOTAL

Excellent 30 13 43
Good 10 8 18
Neutral 6 15 21
Poor 3 1 4
Very poor 6 8 14
55 45 100

Overall Experience in Store

14% 4% 18% Excellent

Good
Neutral
21% Very poor
43% Poor
 CHAPTER -5
FINDINGS ,
SUGGESTIONS AND
CONCLUSION
 FINDINGS

Inferred that 34% of the people says the customer service desk and the in

store announcements are excellent and 14% are satisfied

Inferred that 11% of the people say the prices are excellent and 36% are

satisfied

Inferred that 59% of the people say the quality and variety of the product

are excellent and 21% are satisfied

Inferred that 47% of the people says that the offers and discounts are

excellent and only 5% of the people says its poor

Inferred that 18% of the people says the overall experience in the store

was Neutral and 21% people says its good

Factors of customer satisfaction are independent with the type of gender

of the customers
 5.1.1 SWOT ANALYSIS

STRENGTHS

It is the largest retail store with good ambience in Royapuram.

It has goodwill of being a format of Future Group, which has pan India

presence.

It stores up to 160000 SKUs, which is in itself the biggest offering under

one roof for customers..

Huge parking space as compared to competitors.

WEAKNESS

No electronic items & furniture to complete the offerings.

High perishable items like vegetables are kept.

Security & staff are new and need more experience.

Cashiering is not up to the mark.

Cleanliness & hygiene is not up to the standard

OPPORTUNITY

TG demands segregation of crowd, as there are few places where they

can go, Big Bazaar has a opportunity to be a outing destination.

Huge potential for entertainment in the city e.g. F-123, Sports bar, E-

Zone etc. can do amazing business.

 Mood of optimism is creeping in the mind of consumers regarding

facilities.

THREATS

A larger mall is coming up in the heart of the city.

Location is a bit far away from the main city.

Strong local market with home delivery facility to compete..

Royapuram Customers are less brand conscious & price sensitive on large
 5.2 SUGGESTIONS

The overall sales satisfaction index from the study reveals that the

company is performing very well and customers buying are much

satisfied with the service given to them.

The only couple problem noticed are:

Some of the customers have complained about the slack in the delivery

process and timings.

Therefore, this is the area which is recommend to the showroom to focus

a little bit more. It needs to improve its delivery process and time.

Need to become little quick and fast. Some of the customers have also

complained about the after purchase services provided by the showroom.

Even though the complaints are minor, the showroom needs to resolve the

customer after purchase service issues in order to achieve customer satisfaction

 5.3 CONCLUSION

A highlights of the study on customer satisfaction towards the Big Bazaar,

Royapuram product76% people like our product mostly the emr provide small

scale industries,80%people accepted our product but some people provide more

better sales and services Inferred that 37.8% of people strongly agree

respondents , 37.4% company people agree,20.7% people respondents to

satisfy after sales and services Find out analyzing table mostly 62% the service

provide small scale Industries17% Company have a problem

 5.4 BIBLOGRAPHY

BOOKS:

Balderjahn, I. (1988). "Personality Variables and Environmental Attitudes as

Predictors of Ecologically Responsible Consumption Patterns." Journal of

Business Research 17(1): 51-56.

Mont, O. (2000). Product-Service Systems. Stockholm, Swedish EPA, AFR-

report

288: 83.

Marketing research (sixth edition)-naresh k.malkotra

Principles of Marketing management (Philip Kotler)

Marketing Research

WEBSITES:

www.futurebytes.com

www.pantaloon.com

www.retailindia.com

www.google.com
 5.5 ANNEXURE

Questionnaire:

Name _________

1. How do you rate Big Bazaar Prices?

Excellent Good Neutral Very poor

Poor

2. How do you rate quality & variety of product?

Excellent Good Neutral Very poor

Poor

3. How do you rate our offers & discounts?

Excellent Good Neutral Very poor

Poor

4. How do you rate staffs behavior?

Excellent Good Neutral Very poor

Poor

5. How do you rate stores ambience & cleanliness?

Excellent Good Neutral Very poor

Poor

6. How do you rate our customer service desk & in-store announcements?
 Excellent Good Neutral Very poor

Poor

7. How was your billing experience?

Excellent Good Neutral Very poor

Poor

8. How do you rate securitys behavior?

Excellent Good Neutral Very poor

Poor

9. How was your overall experience in store?

Excellent Good Neutral Very poor

Poor

10.Would you like to provide any suggestions -

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