Class Group 2, Project Group 6

Srishti Dudeja                         I019

Parth Ashar                             I008
Tanvi Tibrewala                  H063
Siddharth Maheswari         J043
Neeraj Ghatge                        F021
Ishita Khemka                       J037
Ranvir Bath                               I011
 An Indian retail store that
operates as a chain of
hypermarkets, discount
department stores, and grocery
stores.

Founded in 2001 by Kishore

Biyani under the parent
organization Future Group.

They cover three essential

categories in Indian retail: home,
food, and fashion.

Number of locations: 256 stores

nationwide (August 24, 2017)
 QUALITATIVE
ANALYSIS*

Customers were satisfied with the

price, quality of products and
promotions offered
They had a positive feedback
regarding the layout of store and
range of products
The grievance redressal program
was quick, convenient and reliable
The staff is cordial and responsive
to all the queries, however they
should be more knowledgeable
and proactive
Not all billing counters were
operational at all times

DELIVERHEALTHY.CO
GROUP 6 *Based on interview of 6 participants
WEDELIVERHEALTHY.CO
QUANTITATIVE
ANALYSIS*

BIG BAZAAR

Based on the regression analysis of data collected from survey:

r square value for responsiveness is the lowest which coincides with

the qualitative survey as well suggesting that Big Bazaar has less
manpower, weak queue management system, willingness to provide
prompt service and help customers
r square is highest for empathy, suggesting that the staff is polite,
cordial and store gives exclusive privileges to the customers.
Reliability, Responsiveness and Assurance are two factors for scope
of improvement at Big Bazaar

GROUP 6 *Based on survey data of 28 participants

QUANTITATIVE
ANALYSIS*

RELIANCE FRESH

Based on the regression analysis of data collected from survey:

r square value for responsiveness is the highest which coincides with
the qualitative survey as well suggesting that Reliance Fresh has
adequate manpower, strong queue management system and the staff
is well versed in knowledge and prompt service
r square is lowest for tangibility, suggesting less variety of products,
less attractive display, lack of trolleys, baskets and billing counters.
Reliability and Assurance are two factors for scope of improvement
at Reliance Fresh

GROUP 6 *Based on survey data of 28 participants

 On floor staff count needs to
KEY 1
increased and be trained to
TAKEAWAYS be more proactive
Quality and quantity of
2
merchandise available is
satisfactory
The store is well laid out and
3
products are well placed but
can be improved further 
Big Bazaar should focus on
4
responsiveness dimension of
service quality to improve
the customer satisfaction
Reliance Fresh is better
5
attuned towards prompt
customer service and are
adequately staffed to handle
peak hours

GROUP 6
GROUP 6