Title of the project: CUSTMOR SATISFACTION LEVEL OF BIG BAZAAR Submitted by: PRIYANKA GORE MMS-2 SEM-4 ROLL

NO.201045 Project guide:Mrs.NALINI VIRA Year of submission: 2012 General Introduction of the project 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. 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. An essential part of assessing satisfaction includes identifying dissatisfaction. Dissatisfied customers often hold the information you need to succeed. Understanding when and why dissatisfaction occurs, helps you implement changes to gain and retain future customers. Objectives of study 1. To determine the customer satisfaction level towards store environment. 2. To analyze how the merchandising mix influence the customer satisfaction level 3. To determine that, Big Bazaar has satisfied Merchandising Mix. 4. To analyze how the store environment can be improved. Scope of Study 1. It will extend to the actual field study of these outlets in Mumbai. 2. It will give information to prospective customers. 3. Also it will help us gain independent knowledge about the consumer perception of outlets identified. 4. The study can help the companies get additional research information. 5. It facilitates evaluation of brand name and customer satisfaction 6. It will also help suggest recommendations for improving the customer retention for the company Review of Literature 1. CUSTOMER SATISFACTION IN BIG BAZAAR India has one of the largest numbers of retail outlets in the world. Of the 12 million retail outlets present in the country, nearly 5 million sell food and related products. Thought the market has been dominated by unorganized players, the entry of domestic and international organized players is set to change the scenario. Organized retail segment has been growing at a blistering pace, exceeding all previous estimates. According to a study by Deloitte Haskins and Sells, organized retail has increased its

share from 8 per cent of total retail sales in 2007 to 10 per cent in 2008. The fastest growing segments have been the wholesale cash and carry stores (150 per cent) followed by supermarkets (100 per cent) and hypermarkets (75-80 per cent). Further, it estimates the organized segment to account for 25 per cent of the total sales by 2011. India retail industry is the largest industry in India, with an employment of around 8% and contributing to over 10% of the country's GDP. Retail industry in India is expected to rise 25% yearly being driven by strong income growth, changing lifestyles, and favorable demographic patterns. It is expected that by 2016 modern retail industry in India will be worth US$ 175- 200 billion. India retail industry is one of the fastest growing industries with revenue expected in 2008 to amount US$ 350 billion and is increasing at a rate of 5% yearly. A further increase of 7-8% is expected in the industry of retail in India by growth in consumerism in urban areas, rising incomes, and a steep rise in rural consumption. It has further been predicted that the retailing industry in India will amount to US$ 21.5 billion by 2010 from the current size of US$ 7.5 billion. Shopping in India has witnessed a revolution with the change in the consumer buying behavior and the whole format of shopping also altering. Industry of retail in India which has become modern can be seen from the fact that there are multi- stored malls, huge shopping centers, and sprawling complexes which offer food, shopping, and entertainment all under the same roof. India retail industry is expanding itself most aggressively; as a result a great demand for real estate is being created. Indian retailers preferred means of expansion is to expand to other regions and to increase the number of their outlets in a city. It is expected that by 2010, India may have 600 new shopping centers. India retail industry is progressing well and for this to continue retailers as well as the Indian government will have to make a combined effort. Reference: http://www.seminarprojects.com/Thread-customer-satisfaction-in-big-bazz-ar#ixzz1kYFVpK8y 2. A Study On Customer Satisfaction With Reference To Big Bazaar Hyderabad DrK.Chokkaiah Gone Rajesh VeldandiRamchanderRao Exceptional customer service results in greater customer retention, which in turn results in higher profitability. Customer loyalty is a major contributor to sustainable profit growth. To achieve success, you must make superior service second nature of your organization. A seamless integration of all components in the serviceprofit chain employee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth links all the critical dynamics of top customer service. Sadly, mature companies often forget or forsake the thing that made them successful in the first place: a customer-centric business model. They lose focus on the customer and start focusing on the bottom line and quarterly results. They look for ways to cut costs or increase revenues, often at the expense of the customer. They forget that satisfying customer needs and continuous value innovation is the only path to sustainable growth. This creates opportunities for new, smaller companies to emulate and improve upon what made their bigger competitors successful in the first place and steal their customers. This paper focuses on customer satisfaction reference to big bazaar a group of future group.

Reference: http://www.oppapers.com/essays/A-Study-On-CustomerSatisfactiOnWith/707922 Research Methodology Formation of problem this project is done to check the satisfaction levels of the customers of Big Bazaar Methods of Collection of data primary through questionnaires Secondary data through websites and journals Research Instrument Questionnaire Sampling Plan 150 customers of Big Bazaar will be questioned to analyze their satisfaction levels on various parameterslike Quality of product Easy accessibility of the products Hygiene of the place Helpfulness of the staff Sampling technique Random sampling Research Limitation Due large geographical extent of the presence of the outlets the area for research considered will be Mumbai only Customer preferences change from individual to individual Bibliography 1. PHILIP KOTLER, MARKETING MANAMENGENT, PEARSON PRENTICE HALL, 13th EDITION,2008. 2. http://www.oppapers.com/essays/A-Study-On-Customer-SatisfactiOnWith/707922 3. http://www.seminarprojects.com/Thread-customer-satisfaction-in-big-baz-zar#ixzz1kYFVpK8y