PATEL COLLEGEOF SCIENCE &

TECHNOLOGY, INDORE

Synopsis of major research project

Of
Customer satisfaction In Retail Sector Towards
“Big Bazaar”

Guided by Submitted by
Rahul Jain
MBA (3rdsem)
CONTENT
 Introduction

 Review of Literature

 Rational of study

 Objective of study

 Hypothesis

 Research Methodology

 Bibliography
Introduction-

The India Retail Industry is the largest among all the industries, accounting
for over 10 per cent of the country’s GDP and around 8 per cent of the
employment. The Retail Industry in India has come forth as one of the most
dynamic and fast paced industries with several players entering the market.
But all of them have not yet tasted success because of the heavy initial
investments that are required to break even with other companies and
compete with them. The India Retail Industry is gradually inching its way
towards becoming the next boom industry.
The total concept and idea of shopping has undergone an attention
drawing change in terms of format and consumer buying behavior,
ushering in a revolution in shopping in India. Modern retailing has entered
into the Retail market in India as is observed in the form of bustling
shopping centers, multi-storied malls and the huge complexes that offer
shopping, entertainment and food all under one roof.

Big bazar is a place where you can find every thing for your home. Form
grocery items to the electronics items and clothes also.
The prices of the articles in big bazar are no doubt economical but there
are so many things in Big Bazar that you have to buy at MRP and for the
same in local market you can bargain. In big bazar quality of the kitchen
articles is very good and they also offer schemes but if you calculate them
you will find that there is not a very big difference in the amount.
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.

Review of Literature

Profile of big bazaar -

Big Bazaar is not just another hypermarket. It caters

to every need of a family. Where Big Bazaar scores over
other stores is its value for money proposition for the
Indian customers. At Big Bazaar, one can get the best
products at the best prices – that is what they guarantee.
With the ever increasing array of private labels, it has
opened the doors into the world of fashion and general
merchandise including home furnishings, utensils,
crockery, cutlery, sports goods and much more at prices
that will surprise you. And this is just the beginning. Big
Bazaar plans to add much more to complete the shopping
experience. Food is the main shopped for category in this
store.

Parent Company:-
 Pantaloons Retail (India) Limited, is India’s leading
retailer that operates multiple retail formats in both the
value and lifestyle segment of the Indian consumer
market.

LINES OF BUSINESS OF THE ABOVE STORE :-

• Fashion - pantaloons, Central, Brand Factory, Blue
Sky, Top 10, Fashion Station, Big Bazaar, Lee Cooper
(JV)
• General Merchandise - Big Bazaar, Shoe Factory,
Navras, Electronics Bazaar, Furniture Bazaar, KB'S
FAIR PRICE
• Electronics – E-zone, Electronic Bazaar, STAPLES (JV)
• Home Improvement - Home Town
• Furniture - Collection i, Furniture Bazaar, Home
Bazaar
• E-tailing (Online Shopping) - www.futurebazaar.com
• Books & Music - Depot
• Leisure & Entertainment - Bowling Co., F123
• Wellness - Star &Sitara, Tulsi
• Telecom & IT - Gen M, M Bazaar, M-Port, Converge M,
Future Axiom
• Consumer Durables - Koryo, Sensei, IPAQ
 • Service - E Care, H Care , Design & Service
• Malls - Central (Bangalore, Hyderabad, Pune,
Mumbai, Vadodara, Gurgaon, Indore, Ahmedabad)

Sampling-
Sample Size – 80 customers/consumers

Sample Unit – Consumers in the age group 18 to 50 years

S cope and Uses:

It will extend to the actual field study of these outlets in

1.
Bangalore.

2. It will give information to prospective customers.

3. Help us gain independent knowledge about the
consumer perception of the outlets identified.

4. The study can help the companies get additional

research information.

5.It facilitates evaluation of brand name and customer

satisfaction.

Analysis and interpretation-

The tools and methods of data collection identified
earlier were employed to gather data on the consumer
perception on Big Bazaar. The data accrued, especially
from the interviews and questionnaires circulated, are
tabulated and depicted on graphs in the following pages.
The data thus gathered and tabulated is analyzed. The
data is then scrutinized and relevant interpretations are
drawn.

The major objectives of analysis of data are:

1. To evaluate and enhance data quality

2. Examine effects of other relevant factors
3. Customer satisfaction ratio
4. Level of satisfaction,
5. causes of satisfaction,
6. Customer response regarding services

Age of respondents-
Age Total Percentage(
%)
18-28 37 49.33
28-38 16 21.33
38-48 8 10.67
48-58 9 12
58-65 5 6.67
Total 75 100%
Age of respondents –
 Age
Age of respondents-
ageof respondents

7%
12% 58-65
48-58
49% 11% 38-48
28-38

21% 18-28

Analysis –
 From the table, bar graph and pie chart depicted
above, the distribution of the population under study is
evident. Of the 75 respondents who answered the
questionnaire, 37 indicated that their ages fell in the
category 18-28 years. This accounts for 49.33% of the
respondents.

the 75 respondents who answered the questionnaire,

only 5 indicated that their ages fell in the category 58-65
years. This accounts for 6.67% of the respondents who
fall in this age group. It is evident from the responses and
the subsequent tabulation that, on an average, the
respondents can be categorized in the following
descending order

Interpretation –
The consumers approached, 75 people agreed to fill
in the questionnaire and this specific question. This
question is aimed at analyzing the distribution of ages of
the population that visit the stores under study. The age
groups laid before the respondent have been the result of
observation and interview. By analyzing the responses to
this question, I, as a researcher, as well as companies,
can identify the demographics of the population that visit
retail outlets. The highest number of respondents falls in
the age group 18-28. It can be deduced that most of the
consumers who visit retail outlets regularly are the youth.
They make up almost half of the

Population who shop at retail stores. The rest of the

population who visit the retail outlets under study can be
listed in the following descending order of distribution –
the working age group, the older age group, the middle
age group, and senior citizens.
Gender of respondents-

Gender Total Percentag

e
Male 35 46.67
Female 40 53.33
Total 75 100
Data collected-
Consumers were asked to indicate their
gender. The object of this question is to understand
the demographics of the population under study.
Finding and suggestion –

In the surveys, interviews and study conducted

above, I came across many factors that influence the
consumers’ perception of a store and their subsequent
shopping and buying decisions. Here, I present the
findings gathered and the suggestions we offer to
companies based on the data gathered and analyzed.

Respondents were asked to choose among five age

groupcategories, viz., 18-28, 28-38, 38-48, 48-58 and 58-
65 years. Theage groups were identified as key factors
impacting shopping andpurchase decisions of consumers.
By analyzing the responses tothis question, I as, a
researcher, as well as companies, canidentify the
demographics of the population that visit retailoutlets.The
highest number of respondents falls in the age group 18-
28.It can be deduced that most of the consumers who
visit retailoutlets regularly are the youth. The rest of the
population whovisit the retail outlets under study can be
listed in the followingdescending order of distribution –
the working age group, theolder age group, the middle
age group, and senior citizens.It is not surprising that the
youth most frequent malls and retailstores. What is
unexpected, however, is the fact that more peoplewho
fall into the older age group visit the retail stores than
thosewho fall in the middle age group.
Recommendation and conclusion –

1. Variety: Big Bazaar offers a wide variety of products

of different prices and different qualities satisfying most
of its customers.

2. Quality: Providing quality at low prices and having

different types of products for different income customers
is another advantage.

3. Price: As noted the prices and offers in Big Bazaar

have been one of the main attractions and reasons for its
popularity. The price ranges and the products offered are
very satisfying to the customers.

4. Location: The location of Big Bazaar has been mainly

in the heart of the city or in the out skirts giving a chance
to both the City and the people living outside the city to
shop.

5. Advertisements: Big bazaar has endorsed very

popular figure like
M S Dhoni and other famous personalities which has
attracted a lot of customers. This has resulted in increase
of sale and the outdoor advertising techniques have also
helped Big Bazaar.

6. Middle class appeal: Considering the fact that there

are a lot middle class families in India, Big bazaar has had
a huge impact on the middle class section of India, the
prices, quality and sales strategy has helped in getting
the middle income groups getting attracted towards Big
Bazaar.

7. Attractive sales: Big bazaar has been known for its

great sale and great offers. Big bazaar has had long lines
of people waiting to get into the store for the sale.
Therefore, the sales that Big Bazaar has had has
increased sales in a huge way due to the sales and offers,
thus this has been one of the main advantages of Big
Bazaar.