V ANNEXURE

Questionnaire A STUDY ON CUSTOMER SATISFACTION AT BIG BAZAAR OF SURAT CITY Dear respondent, I am Ruchi Choudhary, a marketing student of BRCM College of Business Administration, undertaking a concurrent project on Customer Satisfaction at Big Bazaar as a part of the BBA curriculum in my final semester. So I kindly request you to co-operate in my research work by providing your responses for the following questionnaire which will help us to evaluate the performances of the store by analyzing the causes of satisfaction and dissatisfaction regarding the services that you have received so far and to serve you better. Your responses will be kept confidential and will be strictly used for academic purpose only. Note: Please tick mark () against the appropriate options. Select only one option at a time. You can select multiple options wherever mentioned. 1. Do you know big bazaar? Yes 2. How frequently do you visit/shop at big bazaar? Weekly Monthly Fortnightly Quarterly On unplanned basis No

3. What types of product do you mostly purchase at big bazaar? (multiple options can be selected) Apparel Food items Home appliances Fashion & jewelry Furniture Farm products Child care & toys Personal care products Electronics Gift items Footwear Music & books Others:

4. What is your purpose behind visiting big bazaar? Shopping Outing Others:

5. Are you happy with the location of big bazaar? Yes No

6. How long (in minutes) do you have to wait to get the trial rooms? 0-5 minutes 5-10 minutes More than 10 minutes

7. How would you rate the parking facility of the store? Excellent Satisfied Not upto expectation

8. Are you satisfied with the available shopping bags & trolleys whenever you shop at the store? Yes No

9. Generally how long do you have to wait at the billing center? I was taken care of immediately within 5 mins Sometimes have to wait for few mins 10. If you have ever used the home delivery system of big bazaar in the case of household and furniture items, then how was your experience? Excellent Good Fair Bad Worse Always have to wait for 5-10 mins More than 10-15 mins

11. Is the behavior of security guards satisfying? Yes, they are polite and keep a tight security. I feel safe. No they are impolite and careless. I feel unsafe. 12. Are you aware about the in-store brands of the store (private labels)? Yes No

If yes, then in which of following sections, in-store brands satisfy you the most in the terms of quality, less price and packaging as compared with the other brands? Food Electronics

Apparel(Shyla, knighthood, shatranj, pink&blue, DJ&C etc)

13. Following are the attributes about the store operations. Please, tick mark on the correct option given below: Attributes Strongly Somewhat Neutral Somewhat Strongly Agree Agree Disagree Disagree

This store has modern-looking equipment and fixtures Store makes it easy for customers to find what they need Store makes it easy for customers to move around the store. Store maintains cleanliness and a healthy atmosphere. This store offers high quality merchandise.

14. Do you find desired items on desired time whenever you go for shopping? Yes Sometimes No

15. How many times do you have to contact the customer care before the problem is solved? Once Twice Thrice More than 3 times

16. Overall how would you rate the quality of customer care services you received so far? Very poor Somewhat unsatisfactory Above average Very satisfactory

17. The following questions pertain to the customer service representative. Please select the appropriate alternative. Attributes The customer service representative was very courteous The customer service representative was very knowledgeable Strongly Agree Agree Neutral Disagree Strongly Disagree

Strongly Agree The waiting time for having my questions addressed was prompt The automated phone system made the customer service experience more satisfying

Agree Neutral Disagree Strongly Disagree

18. Are you satisfied with the following category of products and the available brands within? (Multiple options can be selected) Apparel Food items Home appliances Fashion & jewelry Furniture Farm products Child care & toys Personal care products Electronics Gift items Footwear Music & books Others

If any section you dislike, then what is the reason? Not many varieties of brands available. Product not easily available and is mostly out of stock Deteriorating quality Other: . 19. Which of the following media you find the adequate information in or are more effective? (Multiple options can be selected) News & Print media (magazines, brochure etc) TV & radio Billboards and hoardings Internet Word of mouth (family & friends) Others: ..

20. How did the big bazaar product's price compare to your expectations? Good Fair Poor

21. Which promotional strategy of big bazaar satisfies you the most? Wednesday sabse sasta din Festive/occasional offers (e.g. 26th Jan etc) 22. What do you like about our product/service the most? Please state few of your likings. 23. What did you dislike about our product/service? And please state the improvement that can help us serve you better. Would you purchase our product/service again? Yes May be No Gifts/discounts/coupons Buy one get one free offers

24. Would you recommend our product/service to others? Yes May be No

25. Rate your preferences for the following attributes. Factors Ratings Excellent Availability of products (variety/merchandise) Quality satisfaction Brand Price Offers/discounts Ambience One-stop shopping (all under one roof) Fashion & style Convenience Reliability Good Fair Bad Worse

CUSTOMERS PERSONAL DETAILS

Name: Gender: Age: male female 26-35 housewife 36-45 46-60 service

16-25

Occupation: student Monthly income: Family format:

businessmen/women 20k-40k 40k-60k

below 10,000 nuclear

above 60k

joint

alone

Area of residence:

Thank you for your valuable time and input