A STUDY ON THE CUSTOMER SATISFACTION OF

BIG BAZAAR WITH SPECIAL REFERENCE

TO PAZHAVANGADI STORE

PROJECT REPORT

Submitted to Amrita Vishwa Vidyapeetham, School of Arts & Sciences for fulfillment of the requirement for the award of the Degree of

Bachelor of Business Management.

BY

ASWATHY S PRADEEP

AM.AR.U3BBM 10012

IIIrd Semester BBM

2010 – 2013 Batch

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ACKNOLWLEDGEMENT

I use it as it privilege to thank Mr.Bijith, HR, Big Bazaar Pazhavangadi and Mr.Satheesh.DM of Electronics Department for giving me and guidance to do this project in the organization.

I express my heart full thanks all staff and employees who helped me to do the project work in Big Bazaar.

I would like to express my sincere thanks to do this project under the guidance of Miss.Renjini (Faculty Guide) Amrita School of Arts & Sciences.

I express my sincere thanks to all the persons who kindly responded to my survey.

I also express my thanks to Mr.Mahendran (Recruitment Officer) Amrita Vishwavidyapeetham, Amritapuri campus for acting as a stepping stone to my project.

Above all and thankful to the God almighty who enabled me to complete the work successfully.

ASWATHY S PRADEEP

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DECLERATION

I declare the project report entitled "CUSTOMER SATISFACTION AT BIG BAZAAR" submitted by me for the award of Degree of BBM of Amrita University is my own work.

The report has not been submitted for the award of any other degree of this university or any other university.

Place: Trivandrum ASWATHY S PRADEEP AM.AR.U3BBM10012 IIIrd Semester BBM

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CONTENTS

Page No:

LIST OF TABLES 5

LIST OF FIGURES 6

CHAPTER I: INTRODUCTION 8

CHAPTER II: BIG BAZAAR - AN OVERVIEW 13

CHAPTER III: BIG BAZAAR AND CUSTOMER 14

SATISFACTION

CHAPTER IV: ANALYSIS AND INTERPRETATION 15

OF DATA

CHAPTER V: SUMMARY OF FINDINGS, SUGGESTIONS 28

AND CONCLUSION

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LIST OF TABLES

Table No: Title Page No:

4.1 Age Wise Classification 15

4.2 Sex Wise Classification 17

4.3 Analysis of Price of Products 17

4.4 Analysis of Range of Products 19

4.5 Analysis of Quality of Products 20

4.6 Analysis of Availability of Products 21

4.7 Customer Satisfaction of Store Ambience 22

4.8 Qualities of Store Staff 23

4.9 Customer Satisfaction of Navigation 24

4.10 Customer Satisfaction of Product Display

Around the Store 25

4.11 Response towards billing process at the Store 26

4.12 Overall Experience of Customers 27

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LIST OF FIGURES

Figure No: Title Page No:

4.1 Age Wise Classification 16

4.3 Analysis of Price of Products 18

4.4 Analysis of Range of Products 19

4.5 Analysis of Quality of Products 20

4.6 Analysis of Availability of Products 21

4.7 Customer Satisfaction of Store Ambience 22

4.8 Qualities of Store Staff 23

4.9 Customer Satisfaction of Navigation 24

4.10 Customer Satisfaction of Product Display

Around the Store 25

4.11 Response towards billing process at the Store 26

4.12 Overall Experience of Customers 27

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CHAPTER DESIGN

THIS STUDY CONSIST OF FIVE MAJOR CHAPTERS

THEY ARE:

CHAPTER TOPIC

I INTRODUCTION

II BIG BAZAAR AN OVER VIEW

III BIG BAZAAR AND CUSTOMER SATISFACTION

IV ANALYSIS AND INTERPRETATION OF DATA

V SUMMARY OF FINDINGS, SUGGETIONS AND

CONCLUSION

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CHAPTER I

INTRODUCTION

Customer’s taste and preferences are changing day by day. Identification of

these changes is a major factor because the success of a firm depends on the ability

of the firm to adjust with the attitudes of the customers.

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

product /service to product /service.

The state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behavior such as return and

recommend rate.

Essentially customer satisfaction is the extent to which customers are happy

with the service and products provided by a business. It is an important concept in

business because happy customers those most likely to place repeat orders and

explore the full range of products /services offered.

Severe competition occurs in the field of Multi Level Marketing companies

and therefore existence become very difficult. Customer Satisfaction is a major

factor for existence and in order to satisfy the customer, identification of major

factors influencing customer attitude is necessary.

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Big Bazaar is a chain of hypermarket in India. Currently, there are 210 stores across 80 cities and towns in India. 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 is part of Future Group, which also owns the Central Hypermarket, and is owned through a wholly owned subsidiary of Pantaloon Retail India Limited(BSE: 523574 523574), that is listed on Indian stock exchanges.

Big Bazaar was launched in September, 2001 with the opening of its first four stores in Calcutta, Indore, Bangalore and Hyderabad in 22 days. Within a span of ten years, there are now 150 Big Bazaar stores in 80 cities and towns across India.

Big Bazaar was started by Kishore Biyani, the Group CEO and Managing Director of Pantaloon Retail. Though Big Bazaar was launched purely as a fashion format including apparel, cosmetics, accessory and general merchandise, over the years Big Bazaar has included a wide range of products and service offerings under their retail chain. The current format includes Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar.

Customer Satisfaction Factors:

Technological and engineering or reengineering aspects of product and services.

Type and quality of response provided by the supplier. Supplier's capability to commit on deadlines and how efficiently they are

met. Customer’s service provided by the supplier. Complaint management. Cost, quality, performance and efficiency of the product.

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Measurement of Customer Satisfaction:

Customer satisfaction can be measured by using survey techniques and questioners. Questions typically include an element of emotional satisfaction of customers coupled with an element of behavioral satisfaction, as or loyalty to a particular product or service.

Benefits of Customer Satisfaction Service:

The benefits of conducting customer’s satisfaction service are significant and their impact can last long after the result is analyzed. Customer’s satisfaction service can use to:

Identify area that needs improvement Increase loyalty Identify customer satisfaction.

1.1 STATEMENT OF THE PROBLEM:

In this competitive world lot of multy level marketing companies are there in market and they have variety of products and services line up as well. Some of them are going successful and fue of them are not doing well. This work is an attempt to study about a store BIG BAZAAR, which is a really successful branch of future group. But some of the people are unsatisfied with navigation problem of BIGBAZAAR.

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1.2 SCOPE OF THE STUDY:

The success and failure of a company is purely based on customer’s satisfaction. Globalization and liberalization has opened up high competition among the business sector. In order to retain the customers and also to attract the new customer the company has to concentrate more ion service provided to the customer. It is through adviser that the customers are being highly influenced. It is an important aspect in ensuring customer satisfaction and customer retention. Therefore there arises the need for BIGBAZAAR to find out the customer satisfaction it is this context that the present study is undertaken.

1.3 OBJECTIVES OF THE STUDY:

To identify the customer's attitude towards Big Bazaar in Pazhavangadi. To give necessary suggestion on the basis of findings of the study. To identify customer satisfaction of Big Bazaar.

1.4 METHODOLOGY:

For conducting the study, both primary and secondary data’s have been used. The major sources of data were collected from Big Bazaar publications, websites and interview schedule. In order to have a better representation, a sample of hundred customers was selected for the study. Well structured interview schedule was fixed with all the participants. Printed questionnaire were used to record the response from respondents.

1.5 PERIOD OF STUDY:

The interviews are held during the period for the month December to January.

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1.6 LIMITATIONS:

Some of the respondents were not co operative. Time was the major constrain to collect the data. The study does not be able to cover the abnormal factors which are likely to

influence the satisfaction of the customer.

1.7 REVIEW OF LITERATURE:

Usha Raj (2005)"A study on customers satisfaction of Mediclaim insurance policy" with an objective to study the customers awareness about mediclaim policy and she also find out the fact that the male headed families are mere interested in mediclaim policies and she suggested that the issue of mediclaim insurance policies requires number of formalities and insurance companies take a lot of procedures .The unnecessary formalities and procedures create delay in the issue of policy and settlement of claim. This will create dissatisfaction among customers so the mediclaim insurance companies should adopt the customer’s centric approach towards the procedure and formalities

K.G Manjula (2004) a study on "customer satisfaction Ration shops" examined the existing system of public distribution system in Kerala, the consumption pattern of the people at made appropriate suggestion for improvement. She has found that quality of products bears considerable significant on customer's satisfaction. She has suggested that quality product at reasonable price should be offered to needy persons at the right time and due consideration is to be given to the voice of customers.

Prasanti.S (2004) a study on "customers satisfaction among credit card holders" with an objective to measure the satisfaction level of credit card holders regarding the special features of credit cards and she also find out the fact that more than half of respondents were satisfied with validity period, security measures, acceptability of credit card etc and she suggested that only limited number of credit card holders are there in semi urban areas, hence measure should be adopted to popularize credit card among people in rural and semi urban areas.

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CHAPTER II

BIG BAZAAR OVERVIEW

Type Public

Industry Retailing

Founded 2001

Headquarters Mumbai, Maharashtra, India

Products Department store

Employees More than 40000 people

Parent Future Group

Divisions ~100

Website www.Bigbazaar.com

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CHAPTER III

3.1BIG BAZAAR AND CUSTOMER SATISFACTION

For the satisfaction of customers Big Bazaar is providing many offers and

loyalty programs. Satisfied customers are the main factors behind the

success of Big Bazaar.

This may not have gone all right.

In all such situations the store gave customers a chance to talk.

3.2 CUSTOMER SATISFACTION

Customer satisfaction a term used in marketing is a measure of how products and

services supplied by a company meet customer expectations.

Customer satisfaction is defined as “The number of customers or percentage of

customers, who’s reported experience with a firm, its products r its services

exceeds.

Within organizations, Customer satisfaction rating can have powerful effects. They

focus employees on the importance of fulfilling customer’s expectations.

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CHAPTER IV

ANALYSIS AND INTRPRETATION OF DATA

This chapter analysis customer feedback based on the data collected from the sample respondent for the purpose of analysis. The universe of the study being limited to Pazhavangadi Store. A random sampling model is used to capture the opinion of the respondents. Factors used for the study are:

Price Range Quality Availability Store Ambience Qualities of Store Staff Billing process Navigation

4.1 Age Wise Analysis of Respondents

Class No. of Respondents Percentage (%)

Up to 25 13 13

Between 25 & 35 32 32

Between 35 & 45 26 26

Between 45 & 55 22 22

Above 55 7 7

Total 100 100

Source: Primary Data

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It is clear from the above table that 13% of the respondents are in the age group up to 25years, 32% of respondents are in the age group of 26-35, 26% are in the age of 36-45,22% are included in the age group of 46-55,and only 7% of respondents belongs to the age group of above 55. Hence the majority are from the age group of 26-35 years.

13%

32%

26%

22%

7%

Figure 4.1

Upto 25 26-35

36-45 46-55

Above 56

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4.2 Sex Wise Classification

Category No of respondents Percentage

Male 58 58

Female 42 42

Total 100 100

Source: Primary Data

58% of respondents are Males and 42% are Female. So it is evident that majority of respondents are Male in this study.

4.3 Analysis of Price of Products

Scales Opinion (%)

Good 32

Ok 45

Bad 23

Total 100

Source: Primary Data

It is found from the above table that 32% of the respondents are highly satisfied with the price and 45 % are satisfied and 23 % are dissatisfied.

It is clear from the below diagram.

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32%

45%

23%

Figure 4.3

Good Ok

Bad

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4.4 Range of Big Bazaar Products

Scales Opinion (%)

Good 56

Ok 32

Bad 12Total 100

Source: Primary Data

It is found from the above table that 56% of the respondents are highly satisfied with the range and 32% are satisfied and 12% is dissatisfied.

It is clear from the below diagram.

Figure 4.4

Good

Ok

Bad

4.5 Customer Attitude towards the Quality of Products

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Source: Primary Data

The above table shows that 36% of customers are highly satisfied with quality of products and 41% are satisfied and 23% are dissatisfied.

It is clear from the below diagram.

Good36%

Ok41%

Bad23%

Figure 4.5

4.6 Availability of Products in Big Bazaar

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Scales Opinion (%)

Good 36

Ok 41

Bad 23

Total 100

Scales Opinion (%)

Good 27

Ok 52

Bad 21

Total 100

Source: Primary Data

It is found from the above table that 27% are highly satisfied with availability of products and 52% are satisfied and 21% are dissatisfied.

It is clear from the below diagram.

Good27%

Ok52%

Bad21%

Figure 4.6

4.7 Customer Satisfaction towards Store Ambience

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Scales Opinion (%)

Good 22

Ok 44

Bad 34

Total 100

Source: Primary Data

The above table shows that 22% are highly satisfied with ambience and 44% are satisfied and 34% are dissatisfied.

It is clear from the below diagram.

22%

44%

34%

Figure 4.7

GoodOkBad

4.8 Customer’s response towards Qualities of Staffs

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Scales Opinion (%)

Good 26

Ok 52

Bad 21

Total 100

Source: Primary Data

The above table shows that 26% are highly satisfied with quality of staffs and 52% are satisfied and 21% are dissatisfied.

It is clear from the below diagram.

26%

53%

21%

Figure 4.8

GoodOkBad

4.9 Customer Satisfaction towards Navigation at Big Bazaar

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Scales Opinion (%)

Good 22

Ok 33

Bad 45

Total 100

Source: Primary Data

The above table shows that 22% are highly satisfied with navigation and 33% are satisfied and 45% are dissatisfied.

It is clear from the below diagram.

22%

33%

45%

Figure 4.9

Good Ok

Bad

4.10 Customer Satisfaction on Product Display

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Scales Opinion (%)

Good 17

Ok 26

Bad 57

Total 100

Source: Primary Data

The above table shows that 17% are highly satisfied with product display and 26% are satisfied and 57% are dissatisfied.

It is clear from the below diagram.

Good17%

Ok26%

Bad57%

Figure 4.10

4.11Customer Satisfaction towards Billing Process

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Scales Opinion (%)

Good 37

Ok 41

Bad 22

Total 100

Source: Primary Data

The above table shows that 37% are highly satisfied with billing process and 41% are satisfied and 22% are dissatisfied.

It is clear from the below diagram.

37%

41%

22%

Figure 4.11

GoodOkBad

4.12 Overall Experience of Customers

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Scales Opinion (%)

Good 31

Ok 46

Bad 23

Total 100

Source: Primary Data

The above table shows that 31% are highly satisfied with Big Bazaar and 46% are satisfied and 23% are dissatisfied.

It is clear from the below diagram.

31%

46%

23%

Figure 4.12

GoodOkBad

CHAPTER V

SUMMARY OF FINDINGS, SUGGESTIONS AND CONCLUSION

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The study is an attempt to understand the customer satisfaction of Big Bazaar, Pazhavangadi.

5.1 Summary of Findings:

1. Age wise classification reveals that 13% of customer’s belonged to age group

up to 25, another 32% are in the group of 26-35, 26% are in the group of

46-55 and 7% are in the group of above 56.

2. Sex wise classification reveals that 58% of respondents are males and 42% are

females.

3. It was clear that most of the customers are satisfied with price of the product.

4. It was evident from the study that 56% of customers are satisfied with range of

the products.

5. Majority of the customers are satisfied with the quality of the products.

6. It was clear that 36% of the customers are highly satisfied with availability of

products and 41% are satisfied with that.

7. Majority of customers are satisfied with store ambience.

8. 26% of customers are highly satisfied with the qualities of store staff and 52%

are satisfied with that.

9. It is found that only 22% of customers are satisfied with the navigation in the

store.

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10. It was also found that only 17%of customers are highly satisfied with the

product display, majority are not satisfied with product display.

11. Majority of customers are satisfied with billing process.

12. Overall experience of customers was good.37% of customers is highly

satisfied.46% is satisfied and 23% are dissatisfied.

5.2SUGGESTIONS

The company can carry out more promotional activities.

Facilities given to the customers can be increased.

New technologies can be implemented in all departments.

Can implement an auto display as in Wal-Mart, about the product to help the

customers.

5.3 CONCLUSION

The concept of everything under one umbrella and competitive price brings

more customers to the store. From that we can understand that BIG BAZAAR

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provides quality products at low price and thus it justify the statement

‘Is se sasta aur accha kahin nahi !’

The only problem which can be solved easily is about Navigation & Display.

The customers are a little bit unsatisfactory that navigation and display are not up

to their expectation.

BIBLIOGRAPHY

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Feedback forms

www.Futurebazaar.com

www.Google.com

www.Wikipedia.com

INTERVIEW SHEDULE

Name:Age:Sex:

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Tel No:Email ID:

Good Ok Bad 1. How would you rate the following in our Store Ambience?

MusicTemperatureLightingCleanliness

2. How did you find the following qualities of our Store Staff?Courteousness Grooming Efficiency & Knowledge

3. How would you rate the following in our Products?Range PricesQualityAvailability

4. Around the Store ……… Navigation- Ease of moving around the store.

Product Display & signages- Ease of finding a product

Ease of finding a trolley/basket

5. How did you find the billing process at our Store?Cashier Interaction

Cashier Speed

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Checkout Counter

6. How was your overall experience?

7. Would you visit our Store again? Yes No

8. Have you utilized any of our other services before?Home Delivery

Exchange

Gift Wrapping

Baggage Counter

Parking

Alteration

Helpline

9. Anything else you would like to share with us?

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