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Customer Satisfaction Towards Electronic Bazaar of Big Bazaar

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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

    KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 2

    Introduction:

    Customer satisfaction: a term frequently used in marketing, is a measure of how productsand services supplied by a company meet or surpass customer expectation. Customer

    satisfaction is defined as "the number of customers, or percentage of total customers, whose

    reported experience with a firm, its products, or its services (ratings) exceeds specified

    satisfaction goals."Big bazaar is one of the renowned retail company in India. It is famous for

    its low price products. Its punch line itself says Isse sasta aur accha kahin nahi it has its

    branches all over India. Koramangala Big bazaar is one of the oldest Big bazaar store and it is

    the first store to be opened in Bangalore. The main intention of this project is to know the

    satisfaction level of customers towards electronic bazaar which is present in Koramangala big

    bazaar.

    Project report title:

    A study on customer satisfaction towardselectronic bazaarat big bazaar koramangala

    Need for the project:

    The need for this project is that there are a lot of competitors in the market and most of the

    electronics stores are located near by the Koramangala region. Most of the stores are giving

    tough competition and sales are coming down. So to know the customer satisfaction towards

    the electronic bazaar and to know the customer expectations on the electronic bazaar a survey

    is conducted and the results are interpreted. The project helps me to apply my marketing

    theoretical knowledge in the practical market and it also helps me to understand the consumer

    behaviour towards electronic bazaar.

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    Scope of the study:

    This project is undertaking in the Big Bazaar consumer customer group, which is the

    popular hypermarket in India. The scope of the study was undertaken in city Bangalore

    (Koramangala). This study also aims towards knowing the consumers satisfaction towards

    electronic Bazaar of big bazaar. The Questionnaire is filled by the customers who come

    inside the store for shopping.

    OBJECTIVE:

    Primary objective:

    To identify the overall satisfaction of customers about electronic

    Bazaar for koramangala branch

    Secondary objectives:

    1) To identify the performance of electronic bazaar.

    2) To understand the quality of services maintained in the store.

    3) To determine the performance of sales persons and promoters in the electronicbazaar.

    4) To understand the availability of different brands in the electronic bazaar

    5) To understand the effectiveness of offers in electronic bazaar.

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    FINDINGS:

    Store performing well in attracting the customers.

    Big bazaar provides better shopping experience.

    Availability of brands in electronic bazaar is not up to the mark and most of thecustomers are not satisfied with the brand availability in electronic bazaar.

    Discounts and offers doing well in the store.

    In offer days the store management is good.

    Home delivery service is going fine but most of the customers are not using theservice.

    Product display and signage is good.

    Quality in products is not up to the mark.

    Location of electronic bazaar is outstanding and needs some more space for productdisplay.

    Cleanliness and hygiene maintained in the store is up to the mark.

    The promoters and sales persons are well trained and are doing good sales.

    The overall satisfaction of customers towards electronic bazaar is good.

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    RECOMMENDATIONS:

    Create awareness & manage home delivery services properly.

    There should be proper assortment of various product categories.

    Proper signage should be there so that customer can locate the products easily.

    Cleanliness and hygiene should be maintained regularly.

    Proper training should be provided to sales person so that they can deal with thecustomers more efficiently.

    Various schemes and offers can be provided to them and attract new customers.

    More numbers of brands should be kept in the electronic bazaar so that customers getmore options for selecting the product.

    Quality of the products should be increased i.e.( proper storage of stocks so that nosingle product gets damaged).

    More space should be allocated for electronic bazaar (the space allocated is verycongested).

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    Conclusion:

    We would conclude the project stating that the customer of Bangalore are satisfied with

    offers, and they still needs good offers in future days. And the big bazaar has doing good in

    terms of understanding customer expectation and providing them good offers and products in

    terms of fulfilling their expectation. During the project I would come to know about differs

    offers of big bazaar, what a normal consumer will think before entering into big bazaar. And

    the different types of factors which influence customers to visit big bazaar. And what are the

    factors which we need focus for increase consumer walk-in big bazaar Bangalore.

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    INTRODUCTION TO

    TOPIC

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    Projects Details

    I considered the Big-Bazaar Koramangala Bangalore for studying the consumer expectation,

    and what are the factors that influence the consumer to walk-in, in Big Bazaar.

    Consumers now want the cheapest, biggest and the quickest products/services from their

    retailers. They are moving towards the eastern model, the changing behavior of the Indian

    customers.

    The project involves three main aspects namely industry profile, company profile and

    analysis part. In industry profile about the retail sector, in company profile history of the

    organization, achievements; about different schemes a detailed study has been made. In the

    analysis part management problem, research problem, objectives and data collection method,

    sampling design, sampling size, sampling method and mainly I have analyzed the collected

    primary data using EXCEL, the primary data have been collected through questionnaires.

    Finally findings, recommendations, limitations and conclusion are derived.

    Customer satisfaction: a term frequently used in marketing, is a measure of how products

    and services supplied by a company meet or surpass customer expectation. Customer

    satisfaction is defined as "the number of customers, or percentage of total customers, whose

    reported experience with a firm, its products, or its services (ratings) exceeds specified

    satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent

    responded that they found a customer satisfaction metric very useful in managing and

    monitoring their businesses.

    It is seen as a key performance indicator within business and is often part of a Balanced

    Scorecard. In a competitive marketplace where businesses compete for customers, customer

    satisfaction is seen as a key differentiator and increasingly has become a key element of

    business strategy.

    Within organizations, customer satisfaction ratings can have powerful effects. They focus

    employees on the importance of fulfilling customers expectations. Furthermore, when these

    ratings dip, they warn of problems that can affect sales and profitability. These metrics

    quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-

    mouth marketing, which is both free and highly effective.

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    Therefore, it is essential for businesses to effectively manage customer satisfaction. To be

    able do this, firms need reliable and representative measures of satisfaction.

    In researching satisfaction, firms generally ask customers whether their product or service has

    met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When

    customers have high expectations and the reality falls short, they will be disappointed and

    will likely rate their experience as less than satisfying.

    The importance of customer satisfaction diminishes when a firm has increased bargaining

    power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an

    industry that is anoligopoly, where only a few suppliers of a certain product or service exist.

    As such, many cell phone plan contracts have a lot of fine print with provisions that they

    would never get away if there were, say, a hundred cell phone plan providers, because

    customer satisfaction would be way too low, and customers would easily have the option of

    leaving for a better contract offer.

    There is a substantial body of empirical literature that establishes the benefits of customer

    satisfaction for firms.

    PURPOSE:

    Customer satisfaction provides a leading indicator of consumer purchase intentions and

    loyalty. Customer satisfaction data are among the most frequently collected indicators of

    market perceptions. Their principal use is twofold.

    1. Within organizations, the collection, analysis and dissemination of these data send amessage about the importance of tending to customers and ensuring that they have a

    positive experience with the companys goods and services.

    2. Although sales or market share can indicate how well a firm is performing currently,satisfaction is an indicator of how likely it is that the firms customers will make

    further purchases in the future. Much research has focused on the relationship

    between customer satisfaction and retention. Studies indicate that the ramifications of

    satisfaction are most strongly realized at the extremes. On a five-point scale,

    individuals who rate their satisfaction level as 5 are likely to become return

    customers and might even evangelize for the firm. (A second important metric related

    to satisfaction is willingness to recommend. This metric is defined as "The

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    percentage of surveyed customers who indicate that they would recommend a brand

    to friends." When a customer is satisfied with a product, he or she might recommend

    it to friends, relatives and colleagues. This can be a powerful marketing advantage.)

    Individuals who rate their satisfaction level as 1, by contrast, are unlikely to return.

    Further, they can hurt the firm by making negative comments about it to prospective

    customers. Willingness to recommend is a key metric relating to customer

    satisfaction.

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    COMPANY PROFILE

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    Company profile

    Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail

    formats in both the value and lifestyle segment of the Indian consumer market.

    Headquartered in Mumbai (Bombay), the company operates over 10 million square feet of

    retail space, has over 1000 stores across 61 cities in India and employs over 30,000 people.

    The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a

    uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch

    and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality

    and Central, a chain of seamless destination malls. Some of its other formats include, Depot,

    Shoe Factory, Brand Factory, Blue Sky, Fashion Station, aLL, Top 10, mBazaar and Star and

    Sitara. The company also operates an online portal, futurebazaar.com. A subsidiary company,

    Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions

    store, Collections, selling home furniture products and E-Zone focused on catering to the

    consumer electronics segment.

    Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the US

    based National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007

    at the World Retail Congress held in Barcelona.

    Pantaloon Retail is the flagship company of Future Group, a business group catering to the

    entire Indian consumption space. Pantaloon is not just an organization - it is an institution, a

    centre of learning & development. We believe that knowledge is the only weapon at our

    disposal and our quest for it is focused, systematic and unwavering.

    At Pantaloon, we take pride in challenging conventions and thinking out of the box, in

    travelling on the road less traveled. Our corporate doctrine Rewrite Rules, Retain Values is

    derived from this spirit.

    Over the years, the company has accelerated growth through its ability to lead change.

    A number of its pioneering concepts have now emerged as industry standards. For instance,

    the company integrated backwards into garment manufacturing even as it expanded its retail

    presence at the front end, well before any other Indian retail company attempted this. It was

    the first to introduce the concept of the retail departmental store for the entire family through

    Pantaloons in 1997. The company was the first to launch a hypermarket in India with Big

    Bazaar, a large discount store that it commissioned in Kolkata in October 2001. And the

    company introduced the country to the Food Bazaar, a unique 'bazaar' within a hypermarket,

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    which was launched in July 2002 in Mumbai. Embracing our leadership value, the company

    launched aLL in July 2005 in Mumbai, making us the first retailer in India to open a fashion

    store for plus size men and women.

    Today we are the fastest growing retail company in India. The number of stores is going to

    increase many folds year on year along with the new formats coming up. The way we work is

    distinctly "Pantaloon". Our courage to dream and to turn our dreams into reality that change

    peoples lives, is our biggest advantage. Pantaloon is an invitation to join a place where there

    are no boundaries to what you can achieve. It means never having to stop asking questions;

    It means never having to stop raising the bar. It is an opportunity to take risks, and it is this

    passion that makes our dreams a reality. Come enter a world where we promise you good

    days and bad days, but never a dull moment!

    Future Group

    Future Group is one of the countrys leadingbusiness groups present in retail, asset

    management, consumer finance, insurance, retail media, retail spaces and logistics. The

    groups flagship company, Pantaloon Retail (India) Limited operates over 10 million square

    feet of retail space, has over 1,000 stores and employs over 30,000 people. Future Group is

    present in 61 cities and 65 rural locations in India. Some of its leading retail formats include,

    Pantaloons,Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and

    online retail format, futurebazaar.com.

    Future Group companies includes, Future Capital Holdings, Future Generali India Indus

    League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling

    Co. Future Capital Holdings, the groups financial arm, focuses on asset management and

    consumer credit. It manages assets worth over $1 billion that are being invested in developing

    retail real estate and consumer-related brands and hotels.

    The groups joint venture partners include Italian insurance major, Gene rali, French retailer

    ETAM group, US-based stationary products retailer, Staples Inc and UK-based Lee Cooper

    and India-based Talwalkars, Blue Foods and Liberty Shoes. Future Groups vision is to,

    deliver Everything, Everywhere, Every time to Every Indian Consumer in the most

    profitable manner.

    The group considers Indian-ness as a core value and its corporate credo is- Rewrite

    rules,Retain values.

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    Our culture

    At Pantaloon, Empowerment is what you acquire and Freedom at Work is what you get. We

    believe our most valuable assets are our People. Young in spirit, adventurous in action, with

    an average age of 27 years, our skilled & qualified professionals work in an environment

    where change is the only constant.

    Powered by the desire to create path-breaking practices and held together by values, work in

    this people intensive industry is driven by softer issues. In our world, making a difference to

    Customers lives is a Passion and performance is the key that makes it possible. Out of the

    Box thinking has become a way of life at Pantaloon and living with the change, a habit.

    Leadership is a value that is followed by one and all at Pantaloon. Leadership is the quality

    that motivates us to never stop learning, stretching to reach the next challenge, knowing that

    we will be rewarded along the way. In the quest of creating an Indian model of retailing,

    Pantaloon has taken initiatives to launch many retail formats that have come headed for serve

    as a benchmark in the industry. Believing in leadership has given us the optimism to change

    and be successful at it. We do not predict the future, but create it. At Pantaloon you will get

    an opportunity to handle multiple responsibilities, and therein, the grooming to play a larger

    role in the future. Work is a unique mix of preserving our core Indian values and yet

    providing customers with a service, on par with international standards.

    At Pantaloon you will work with some of the brightest people from different spheres of

    industry. We believe its a place where you can live your dreams and pursue a career that

    reflects your skills and passions.

    New discoveries in retail

    In the financial year 2006-07, the companys retail businesses discovered new categories

    across formats, new sets of consumers and fresher and contemporary merchandise. We have

    been able to offer more in the established businesses and gain favourable acceptance with

    new concepts. In addition, concerted expansion plans saw retail space increase to over 5.2

    million square feet at the end of 2006-07. This expansion mode was characterized by a two

    pronged approach. By dominating the cities the company was already present in and by

    bringing the benefits of modern retail to towns and cities like Mangalore, Palakkad, Surat,

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    Indore, Kanpur, Haldia, Agra,Coimbatore, Jaipur and Panipat. The company has also

    undertaken significant private label initiatives in food, in general merchandise and in the

    consumer durables and electronics categories. Strategic alliances have also been forged with

    established domestic and international brands. However, the most significant development

    was the internal realignment the company undertook within each of its retail businesses. To

    embark on a more detailed approach towards value creation and increasing efficiency, the

    company reviewed its business operations and adopted a more focused approach by creating

    an integrated support unit or Line of Business.

    Augmenting the retail front-end team, Line of Business (LoB) units have been

    created in the three most critical businessesfood, fashion and general merchandise. Formed

    during the second half of 2006-07 these business units focus on introducing optimum

    operational efficiencies. Thus, these units ensure that back - end measures are appropriately

    taken care of and the right kind of merchandise reaches the stores in the best possible time, at

    the right price. These teams focus on product consolidation and suitability, margin

    improvement, and vendor

    rationalization, thereby ensuring that the sourcing benefits are made available to the front

    end team. The companys efforts over the next couple of years would entail a combination of

    expansion and process upgradation and implementation.

    The emphasis will be on the next discoveries to be made in the retail space that will lead to

    expansion. At the same time, there will be an increased focus on micro detailing aspects

    including process, product and operational efficiencies thereby contributing positively to the

    companys bottom-line.

    discovering fresh fashion:

    It was the first Pantaloons store in Kolkata that set off a chain of discoveries that have led us

    to where we are today. Ten years later, we have launched our largest Pantaloons store in

    Kankurgachi in Kolkata. Spread across 85,000 square feet, the store is the first among a series

    of large format stores that will be launched across the nation. After consolidating its Fresh

    Fashion positioning, Pantaloons embarked on a major expansion during the year 2006-07. In

    8 cities,11 Pantaloons stores were opened with 7 of them opening in the single month of

    March 2007. The total count of Pantaloons stores as on 30th June 2007 stood at 31 with the

    total area under retail

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    close to 1 million square feet. In order to maintain the top of the mind association with

    fashion in India, Pantaloons continued to be the title sponsor for the Femina Miss India 2007

    pageant. In addition, Bipasha Basu and Zayed Khan were roped in as brand ambassadors in

    the month of August 2006. The success of this initiative was evident in the increased sales for

    the Haldi Gulal range as well as the Svayam Utsav summer collection that were endorsed

    by Bipasha and Zayed. The private label apparel share during the year was in excess of 70

    percent. The year also witnessed categories like Winter-wear and Ethnic Ladies-wear

    strengthening their presence in the stores. The increasing success of the store brand is evident

    from the fact that the stores loyalty programme, Green Card, added 200,000 new members.

    Pantaloons will see a significant expansion during the coming year with an increase of nearly

    0.50 million square feet of retail space and an addition of about 15 stores. Pantaloons will

    look at dominating cities where it has a first entrant advantage and will scale up sizeably with

    larger stores, additional categories and retail formats. The year 2007-08 will witness

    considerable focus in the North and East regions. Delhi and the NCR area along with Punjab,

    Chandigarh and Ludhiana will see the next stage of expansion. Cities like Ranchi, Guwahati

    and Siliguri in the East will also discover Fresh Fashion.

    discovering more value

    In 2006-2007, more Indians discovered the value of shopping in Big Bazaar. And with the

    launch of each store, we discovered more value in terms of operational efficiency. Big

    Baazaar launched 27 new stores in 22 cities, covering over 1.40 million square feet. As of

    June 2007, there were 56 Big Bazaar stores across 43 cities. While Big Bazaar continued to

    expand in the large cities, it also tapped consumption potential in smaller cities like Agra,

    Allahabad,Coimbatore, Surat, Panipat, Palakkad, Kanpur and kolhapur.

    The year under review also witnessed realigning of business teams with shared

    experience in category management, sourcing, front-end operations and business planning. In

    addition, separate teams have been formed to look into all aspects of new store launches and

    to manage mature stores. This provides more flexibility and focus in expansion plans.The

    increase in SKUs in existing categories and the introduction of new categories encouraged

    the opening of larger stores or Super Centres, measuring 100,000 square feet or more. There

    are now 5 Big Bazaar Super Centres. Considering this scale of expansion, technology plays a

    significant facilitating role. The introduction of SAP in 2005-06 and its rollout during the

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    year, positively impacted the business.Big Bazaar has initiated the process of Auto

    Replenishments Systems, thus improving operational efficiencies and productivity. The

    company has also rationalized nearly 250 vendors through better vendor management in

    terms of potential to expand, and for inclusion and upgradation to the online B2B platform.

    The company plans to open over 60 stores across India

    in FY 2008, and the opening of the 100th Big Bazaar store will mark the fastestever

    expansion by a hypermarket format.

    discovering the new consumer

    Based on the companys in-house consumer data and research, and in cognizance with

    observations on customer movements and the shopping convenience factor, Food Bazaar has

    initiated certain refurbishments and layout design across all stores. The intention is to

    continuously change with the times and demands of the evolving Indian consumer .Food

    Bazaar also witnessed healthy expansion during the year 2006-07, making its presence felt in

    nearly 26 cities and adding 40 stores during the year under review. The total count of Food

    Bazaars as on 30th June 2007 stood at 86 stores. The year under review witnessed the

    companys private label programme gaining significant traction. The brands have been very

    competitive vis-vis the established brands in quality and price terms, and have in fact scored

    better than

    national or international players in certain categories. The share of private labels as a

    percentage of total Food Bazaar revenues has increased significantly and comprises nearly 50

    merchandise categories. While Fresh & Pure brand entered categories like cheese slices,

    frozen peas, honey, packaged drinking water and packaged tea, the Tasty Treat brand

    received a very favourable response in

    new categories like namkeens and wafers. In the home care category, Caremate launched

    aluminium foil and baby diapers while Cleanmate launched detergent bars and scrubbers.A

    new format BB Wholesale Club was launched and 4 such stores have been opened so far.

    To be managed by Food Bazaar from the ensuing financial year, this format sells only

    multipacks and bulk packs of a select range of fast moving categories and caters to price

    sensitive customers and smaller retailers.

    The company has also forged tie-ups with established companies like ITC, Adanis, DCM

    Group,USAID and other farm groups in Maharashtra and Madhya Pradesh to source directly

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    from them.These alliances are expected to drive efficiencies as well as bring better products

    to consumers.By the end of FY 07-08, the total number of Food Bazaar stores is expected to

    be 200.

    Future ideas

    Discovering new opportun iti es

    Future Ideas is the Innovation, Design & Incubation cell within Pantaloon Retail that stems

    from the core proposition - Protecting and preserving the soul of a small business or

    enterprise within a large organisation. Future Ideas deals with the whole aspect of idea

    creation, scenario planning activities, alternate approaches to an issue, providing varied

    outcomes and solutions to a problem and handholding the activity till its success parameters

    are satisfied.

    A unique initiative in corporate India, Future Ideas rests on a tripod that can

    be classified as Innovation driven, Design Management approach and an Incubation chamber,

    each with its own uniqueness, yet with common objectives. The Design Management team

    looks at each observation made by the Innovation team, and brainstorms by using a

    collaborative and holistic approach. The resultant ideas are then nurtured within the

    Incubation cell. The Incubation team comprises of business teams, mentored by the

    Innovation and Design teams.They are people who are released from their original businesses

    or concepts and made part of the

    entire ideation process at Future Ideas. They remain at Future Ideas till project completion

    stage when the success parameters for running the business are met.

    Future Ideas draws inspiration for most of its activities and projects, keeping in mind the new

    genre of aspirational Indians. At any point of time Future Ideas would work on about 20

    varied projects within the Future Group. Some of the formats that are now being incubated by

    this team include Top10, Depot, Star & Sitara and Talwalkars Fit & Active. The team is also

    working on ideas around small format nofrills stores, rural retailing, fashion for the masses

    and on projects involving women and self-help groups.

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    Discovering new segments

    Depot, in many cities, is the first modern retailer in books and music and the

    response has been overwhelming. The core differentiators of Depot are its young, colorful

    and vibrant stores, strong regional range, affordability and a private label publishing program

    Depot Exclusives. In its first year of operation, Depot has launched 6 stand-alone stores and

    50 cut-ins. Along with its expansion in major cities, Depot debuted in smaller towns like

    Rajkot, Vadodara,Haldia, Thrissur, Palakkad and Tiruvanantharam.The Depot Exclusives

    (released solely inDepot) catalogue expanded rapidly with over 100 titles across genres like

    childrens books, cookery, regional literature etc. Reputed authors/ imprints like Nita Mehta

    and Sanjeev Kapoor in cookery, Disney in childrens books etc., have been

    associated with the company. Depot has also tied-up with the UK based publisher of

    childrens books, Small World, to co-publish a series of toddlers interactive books. In FY

    2007-08, the total Depot footprint should cross over 100 stores.

    The Health, Beauty & Wellness business opened 35 new outlets in the beauty products,

    services

    and holistic health care formats Multiple formats operate in this segment, including Tulsi, the

    pharmacy chain and Star & Sitara, the beauty products cut-ins and Star & Sitara Salons. The

    largest format, Beauty Free offers unique combination of products, services and holistic

    health

    offerings. To capture the increasing consumption spend on wellness and preventive health

    care, the joint venture between Pantaloon Retail (I) Limited and Talwalkar Better Value

    Fitness opened its first Talwalkars Fit & Active health centre at Orchid City Centre,

    Mumbai in April 2007. Spread over 5,200 square feet, it is the countrys first health centre to

    offer health, fitness and gym services within a modern retail and consumption environment.

    The venture is also looking at innovative value added offerings in the fitness space as well as

    developing a Spa model for the Fit & Active brand across the country, by increasing its

    presence to nearly 50 such centers in the near future.

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    Pantaloon Retail (India) Limited, is Indias leading

    retailer that operates multiple retail formats in both

    the value and lifestyle segment of the Indian

    consumer market. Headquartered in Mumbai

    (Bombay), the company operates over 16 million

    square feet of retail space, has over 1000 stores across

    73 cities in India and employs over 30,000 people.

    The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a

    uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch

    and feel of Indian bazaarswith aspects of modern retail like choice, convenience and quality

    and Central, a chain of seamless destination malls. Some of its other formats include Brand

    Factory, Blue Sky, aLL, Top 10 and Star and Sitara. The company also operates an online

    portal,futurebazaar.com.

    Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India)

    Limited. This entity has been created keeping in mind the growth and the current size of the

    companys value retail business, led by its format divisions, Big Bazaar and Food Bazaar.

    The company operates 148 Big Bazaar stores, 169 Food Bazaar stores, among other

    formats, in over 70 cities across the country, covering an operational retail space of over 6

    million square feet. As a focussed entity driving the growth of the group's value retail

    business, Future Value Retail Limited will continue to deliver more value to its customers,

    supply partners, stakeholders and communities across the country and shape the growth of

    modern retail in India.

    A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a

    large-format home solutions store, Collection i, selling home furniture products and eZone

    focused on catering to the consumer electronics segment.

    Pantaloon Retail is the flagship company of Future Group, a business group catering to the

    entire Indian consumption space

    http://www.futurebazaar.com/http://www.futurebazaar.com/http://www.futurebazaar.com/http://www.futurebazaar.com/
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    Future Group

    Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias

    leading business houses with multiple businesses spanning across the consumption space.

    While retail forms the core business activity of Future Group, group subsidiaries are present

    in consumer finance, capital, insurance, leisure and entertainment, brand development, retail

    real estate development, retail media and logistics.

    Led by its flagship enterprise, Pantaloon Retail, the group operates over 16 million square

    feet of retail space in 73 cities and towns and 65 rural locations across India. Headquartered

    in Mumbai (Bombay), Pantaloon Retail employs around 30,000 people and is listed on the

    Indian stock exchanges. The company follows a multi-format retail strategy that captures

    almost the entire consumption basket of Indian customers. In the lifestyle segment, the group

    operates Pantaloons, a fashion retail chain and Central, a chain of seamless malls. In the value

    segment, its marquee brand, Big Bazaar is a hypermarket format that combines the look,

    touch and feel of Indian bazaars with the choice and convenience of modern retail.

    The groups specialty retail formats include supermarket chain - Food Bazaar, sportswear

    retailer - Planet Sports, electronics retailer - eZone, home improvement chain -Home Town

    and rural retail chain - Aadhaar, among others. It also operates popular shopping portal -

    www.futurebazaar.com.

    Future Group believes in developing strong insights on Indian consumers and building

    businesses based on Indian ideas, as espoused in the groups core valueof Indianness. The

    groups corporate credo is, Rewrite rules, Retain values.

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    Future Group Manifesto

    Future the word which signifies optimism, growth, achievement, strength, beauty,

    rewards and perfection. Future encourages us to explore areas yet unexplored, write rules yet

    unwritten; create new opportunities and new successes. To strive for a glorious future brings

    to us our strength, our ability to learn, unlearn and re-learn our ability to evolve.

    We, in Future Group, will not wait for the Future to unfold itself but create future scenarios in

    the consumer space and facilitate consumption because consumption is development.

    Thereby, we will effect socio-economic development for our customers, employees,

    shareholders, associates and partners.

    Our customers will not just get what they need, but also get them where, how and when theyneed.

    We will not just post satisfactory results, we will write success stories.

    We will not just operate efficiently in the Indian economy, we will evolve it.

    We will not just spot trends, we will set trends by marrying our understanding of the Indian

    consumer to their needs of tomorrow.

    It is this understanding that has helped us succeed. And it is this that will help us succeed in

    the Future. We shall keep relearning. And in this process, do just one thing.Rewrite Rules.

    Retain Values.

    Group Vision

    Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer

    in the most profitable manner.

    Group Mission

    We share the vision and belief that our customers and stakeholders shall be served only by

    creating and executing future scenarios in the consumption space leading to economic

    development.

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    We will be the trendsetters in evolving delivery formats, creating retail realty, making

    consumption affordable for all customer segmentsfor classes and for masses.

    We shall infuse Indian brands with confidence and renewed ambition.

    We shall be efficient, cost- conscious and committed to quality in whatever we do.

    We shall ensure that our positive attitude, sincerity, humility and united determination shall

    be the driving force to make us successful.

    Core Values

    Indianness: confidence in ourselves. Leadership: to be a leader, both in thought and business. Respect & Humility: to respect every individual and be humble in our

    conduct.

    Introspection: leading to purposeful thinking. Openness: to be open and receptive to new ideas, knowledge and information. Valuing and Nurturing Relationships: to build long term relationships. Simplicity & Positivity: Simplicity and positivity in our thought, business and

    action.

    Adaptability: to be flexible and adaptable, to meet challenges. Flow: to respect and understand the universal laws of nature.

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    Major Milestones

    1987: Company incorporated as Manz Wear Private Limited. Launch ofPantaloons trouser, Indias first formal trouser brand.

    1991: Launch of BARE, the Indian jeans brand.

    1992: Initial public offer (IPO) was made in the month of May.

    1994: The Pantaloon Shoppe exclusive menswear store in franchiseeformat launched across the nation. The company starts the distribution of

    branded garments through multi-brand retail outlets across the nation.

    1995: John MillerFormal shirt brand launched.

    1997: Company enters modern retail with the launch of the first 8000 squarefeet store, Pantaloons in Kolkata.

    2001: Three Big Bazaar stores launched within a span of 22 days in Kolkata,Bangalore and Hyderabad.

    2002: Food Bazaar, the supermarket chain is launched.

    2004: Central - Indias first seamless mall is launched in Bangalore.

    2005: Group moves beyond retail, acquires stakes in Galaxy Entertainment,Indus League Clothing and Planet Retail. Sets up Indias first real estate

    investment fund Kshitij to build a chain of shopping malls.

    2006: Future Capital Holdings, the companys financial is formed to manageover $1.5 billion in real estate, private equity and retail infrastructure funds.

    Plans forays into retailing of consumer finance products.

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    Home Town, a home building and improvement products retail chain is

    launched along with consumer durables format, Ezone and furniture chain,

    Furniture Bazaar.

    Future Group enters into joint venture agreements to launch insurance

    products with Italian insurance major, Generali.

    Forms joint ventures with US office stationery retailer, Staples.

    2007: Future Group crosses $1 billion turnover mark.Specialized companies in retail media, logistics, IPR and brand development

    and retail-led technology services become operational.

    Pantaloon Retail wins the International Retailer of the Year at US-based

    National Retail Federation convention in New York and Emerging Retailer of

    the Year award at the World Retail Congress held in Barcelona.

    Futurebazaar.com becomes Indias most popular shopping portal.

    2008: Future Capital Holdings becomes the second group company to make asuccessful Initial Public Offering in the Indian capital markets.

    Big Bazaar crosses the 100-store mark, marking one of the fastest ever

    expansion of a hypermarket format anywhere in the world.

    Total operational retail space crosses 10 million square feet mark.

    Future Group acquires rural retail chain, Aadhar present in 65 rural locations

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    AFFILIATED COMPANIES

    Home Solutions Retail (India) Limited

    Home Solutions Retail (India) Limited (HSRIL) offers complete retailing solutions for all

    products and services related to home building and home improvement. The key product

    categories are Consumer Durable & Electronics (CDE), Furniture, Home furnishing & decor,

    Home improvement and Home services. HSRIL operates retail format Collection-i, Furniture

    Bazaar, Electronics Bazaar, Home Town and e-zone.

    Future Brands Limited

    Future Brands Limited (FBL) has been incorporated on November, 2006 and is involved in

    the business of creating, developing, managing, acquiring and dealing in consumer-related

    brands and IPRs (Intellectual Property Rights).

    Future Media (India) Limited

    Future Media (India) Limited (FMIL) was incorporated as the Groups media venture, aimed

    at creation of media properties in the ambience of consumption and thus offers active

    engagement to brands and consumers. FMIL offers relevant engagement through its media

    properties like Visual Spaces, Print, Radio, Television and Activation.

    Future Supply Chain Solutions Limited

    Future Supply Chain Solutions Limited (FSCS) has been incorporated as a separate entity and

    is involved in the business of providing logistics, transportation and warehousing services for

    all group companies and third-parties.

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    Future Axiom Telecom Limited

    Future Axiom Telecom Limited is a Joint Venture with Axiom Telecom LLC, UAE. The

    Company has a 50% stake in Future Axiom Telecom Limited (FATL) which is a joint

    venture Company with Axiom Telecom LLC, UAE. The Company would be engaged in

    sourcing and wholesale distribution of mobile handsets, accessories and in setting up service

    centres for mobile handsets in India.

    Pantaloon Food Product (India) Limited

    Pantaloon Food Product (India) Limited (PFPIL) was incorporated with the object of

    sourcing and backward integration of food business of the Company. PFPIL has sourcing and

    distribution bases at all key cities across the country.

    Future Knowledge Services Limited

    Future Knowledge Services Limited (FKSL) was incorporated on January, 2007 and is

    engaged in the business of business process outsourcing and knowledge process outsourcing.

    Future Capital Holdings Limited

    Future Capital Holdings Limited (FCH) was formed to manage the financial services business

    of Pantaloon Retail (India) Limited and other group entities. FCH is one of the fastest

    growing financial services company in India, with presence in Asset Advisory, Retail

    Financial Services and Proprietary Research. The company operates a consumer finance retail

    format, Future Money and manages assets worth over US$ 1 Billion through Indivision,

    Kshitij, Horizon and Future Hospitality Funds. FCH subsidiary companies include Kshitij

    Investment Advisory Company Ltd., Ambit Investment Advisory Company Ltd., and

    Indivision Investment Advisors Ltd.

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    Future Generali India Insurance Company Limited

    Future Generali India Insurance Company Limited (FGIICL) was incorporated on October

    30, 2006 to undertake and carry on the business of general insurance. The approval for

    carrying on General Insurance Business has been received from the Insurance Regulatory and

    Development Authority of India (IRDA) on September 4, 2007.

    Future Generali India Life Insurance Company Limited

    Future Generali India Life Insurance Company Limited (FGILICL) was incorporated on

    October 30, 2006 to establish and conduct the business of life insurance in India, which

    comprises of whole life insurance, endowment insurance, double benefit and multiple

    benefits insurance etc. The approval for carrying on Life Insurance Business has been

    received from the IRDA in September, 2007.

    Futurebazaar India Limited

    Futurebazaar India Limited (FBIL) is set up as the e-Retailing arm of the Future Group for

    providing on-line shopping experience. Futurebazaar.com was launched on January 2, 2007,

    and has emerged as one of the most popular online shopping portals in India. It was awarded

    with the Best Indian Website award, in the shopping category, by the PC World Indian

    Website Awards.

    Staples Future Office Products Private Limited

    Staples Future Office Products Private Limited (SFOPPL) was incorporated on January, 2007

    and is involved in the business of dealing in all kinds of office supplies, office equipments

    and products. SFOPPL is a joint venture between the Company and Staples Asia Investment

    Limited (a subsidiary of Staples Inc USA). The companys first retail outlet opened in

    Bangalore in December, 2007

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    AWARDS & RECOGNITION.

    CNBC Awaaz Consumer Awards

    Images Fashion Forum 2009

    Coca-Cola Golden Spoon Awards 2009

    Indian Retail Forum Awards 2008

    The INDIASTAR Award 2008

    Coca-Cola Golden Spoon Awards 2008

    The Reid & Taylor Awards for Retail Excellence 2008

    World Retail Congress Awards

    Hewitt Best Employers 2007

    PC World Indian Website Awards

    Readers Digest Trusted Brands Platinum Awards

    Retail Asia Pacific Top 500 Awards

    Asiamoney Awards

    Ernst & Young Entrepreneur of the Year Award

    CNBC Indian Business Leaders Awards

    The First Generation Entrepreneur of the YearKishore Biyani

    Images Retail Awards

    CNBC Awaaz Consumer Awards

    Reid & Taylor and DLF Awards

    Indian Express Award

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    ORGANISATION STRUCTURE

    CEO

    MANAGING

    BRANCH

    MARKETING

    SALES

    FINANCE

    ACCOUNTS

    LOGISTICSHR MANAGER

    HR MARKETING LOGISTICS

    SALES

    SUPPORT SUPPORT SUPPORT SUPPORT

    SUPPORT

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    BOARD OF DIRECTORS

    Mr. Kishore Biyani, Managing Director

    Kishore Biyani is the Managing Director of Pantaloon Retail (India)

    Limited and the Group Chief Executive Officer of Future Group. He has

    led Pantaloon Retails emergence as the Indias leading retailer operating

    multiple retail formats that now cater to almost the consumption basket

    of a large section of Indian consumers.

    Kishore Biyani led the companys foray into organised retail with the opening up of the

    Pantaloons family store in 1997. This was followed in 2001 with the launch of Big Bazaar, a

    uniquely Indian hypermarket format that democratized shopping in India. It blends the look,

    touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and

    quality. This was followed by a number of other formats including Food Bazaar, Central and

    Home Town.

    The year, 2006 marked the evolution of Future Group, that brought together the multiple

    initiatives taken by group companies in the areas of Retail, Brands, Space, Capital, Logisticsand Media.

    Kishore Biyani advocates Indianness as the core value driving the group. The groups

    corporate credo is Rewrite Rules, Retain Values.

    Kishore Biyani was awarded the Ernst & Young Entrepreneur of the Year 2006 in the

    Services Sector and the Lakshmipat Singhania - IIM Lucknow Young Business Leader

    Award by Prime Minister, Dr. Manmohan Singh in 2006. He was also awarded the CNBC

    First Generation Entrepreneur of the Year 2006.

    Kishore Biyani was born in August, 1961 and is married to Sangita and they have two

    daughters. He recently authored a book, It Happened In India that captures his

    entrepreneurial journey and the growth of modern retailing in India.

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    REGISTERED OFFICE & CORPORATE OFFICE:

    Knowledge House, Shyam Nagar

    Off Jogeshwari Vikhroli Link Road

    Jogeshwari (East)

    Mumbai400 060

    Tel no. : +91 22 6644 2200

    Fax no. : +91 22 6644 2201

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    ABOUT ELECTRONIC BAZAAR

    CATEGORIES

    1) Electronics

    Audio Systems

    AmplifiersAV ReceiversCar Audio SystemsMore DVD Players

    iPods & MP3 Players Home Theatres

    iPod & MP3 Player AccessoriesiPodsMP3 Players

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    TV & Flat Screens Digital Cameras

    Flat TelevisionsLCDsPlasmas Digital SLR CamerasPoint &

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    Desktop Computers Camera Accessories

    Adapters & ChargersBags & CasesMore

    Laptops Printers & Scanners

    http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+%26+Flat+Screens/1003924http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/1003926http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/1003926http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+%26+Flat+Screens/Flat+Televisions/1004250http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+%26+Flat+Screens/Plasmas/1004248http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+%26+Flat+Screens/Plasmas/1004248http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/Digital+SLR+Cameras/1004254http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/Point+%26+Shoot+Cameras/1004252http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/Point+%26+Shoot+Cameras/1004252http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Desktop+Computers/1003930http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/Adapters+%26+Chargers/1004264http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Laptops/1003934http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Laptops/1003934http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Printers+%26+Scanners/1003936http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Printers+%26+Scanners/1003936http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Printers+&+Scanners/1003936http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Laptops/1003934http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Desktop+Computers/1003930http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/1003926http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+&+Flat+Screens/1003924http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Printers+&+Scanners/1003936http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Laptops/1003934http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Desktop+Computers/1003930http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/1003926http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+&+Flat+Screens/1003924http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Printers+&+Scanners/1003936http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Laptops/1003934http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Desktop+Computers/1003930http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/1003926http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+&+Flat+Screens/1003924http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Printers+&+Scanners/1003936http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Laptops/1003934http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Desktop+Computers/1003930http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/1003926http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+&+Flat+Screens/1003924http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Printers+&+Scanners/1003936http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Laptops/1003934http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Desktop+Computers/1003930http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/1003926http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+&+Flat+Screens/1003924http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Printers+&+Scanners/1003936http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Laptops/1003934http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Desktop+Computers/1003930http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/1003926http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+&+Flat+Screens/1003924http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Printers+%26+Scanners/1003936http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Laptops/1003934http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/Adapters+%26+Chargers/1004264http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/Adapters+%26+Chargers/1004264http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Camera+Accessories/1003928http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Desktop+Computers/1003930http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/Point+%26+Shoot+Cameras/1004252http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/Point+%26+Shoot+Cameras/1004252http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/Digital+SLR+Cameras/1004254http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/Digital+SLR+Cameras/1004254http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+%26+Flat+Screens/Plasmas/1004248http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+%26+Flat+Screens/Flat+Televisions/1004250http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+%26+Flat+Screens/Flat+Televisions/1004250http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/Digital+Cameras/1003926http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Electronics/TV+%26+Flat+Screens/1003924
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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

    KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 37

    Irons Vacuum Cleaners

    Washing Machines Water Purifiers

    Personal Care Devices

    Body Care DevicesHealth Care Devices More Home Appliances

    http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Irons/1003952http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Irons/1003952http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Vacuum+Cleaners/1003954http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Vacuum+Cleaners/1003954http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Washing+Machines/1003956http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Washing+Machines/1003956http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Water+Purifiers/1003958http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Water+Purifiers/1003958http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/1003960http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/1003960http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/Body+Care+Devices/1004314http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/Body+Care+Devices/1004314http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/More+Home+Appliances/1003962http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/More+Home+Appliances/1003962http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/More+Home+Appliances/1003962http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/1003960http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Water+Purifiers/1003958http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Washing+Machines/1003956http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Vacuum+Cleaners/1003954http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Irons/1003952http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/More+Home+Appliances/1003962http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/1003960http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Water+Purifiers/1003958http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Washing+Machines/1003956http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Vacuum+Cleaners/1003954http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Irons/1003952http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/More+Home+Appliances/1003962http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/1003960http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Water+Purifiers/1003958http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Washing+Machines/1003956http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Vacuum+Cleaners/1003954http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Irons/1003952http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/More+Home+Appliances/1003962http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/1003960http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Water+Purifiers/1003958http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Washing+Machines/1003956http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Vacuum+Cleaners/1003954http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Irons/1003952http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/More+Home+Appliances/1003962http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/1003960http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Water+Purifiers/1003958http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Washing+Machines/1003956http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Vacuum+Cleaners/1003954http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Irons/1003952http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/More+Home+Appliances/1003962http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/1003960http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Water+Purifiers/1003958http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Washing+Machines/1003956http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Vacuum+Cleaners/1003954http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Irons/1003952http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/More+Home+Appliances/1003962http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/Body+Care+Devices/1004314http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/Body+Care+Devices/1004314http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Personal+Care+Devices/1003960http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Water+Purifiers/1003958http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Washing+Machines/1003956http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Vacuum+Cleaners/1003954http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Home+Appliances/Irons/1003952
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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

    KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 38

    3) Kitchen appliances

    Blenders Food Processors

    Hobs & Chimneys

    ChimneysCooking RangesCooktops Mixers & Grinders

    OTGs Ovens

    http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Blenders/1003964http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Blenders/1003964http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Food+Processors/1003966http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Food+Processors/1003966http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+%26+Chimneys/1003968http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+%26+Chimneys/1003968http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+%26+Chimneys/Chimneys/1004322http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+%26+Chimneys/Cooktops/1004318http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+%26+Chimneys/Cooktops/1004318http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Mixers+%26+Grinders/1003972http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Mixers+%26+Grinders/1003972http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/OTGs/1003974http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/OTGs/1003974http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Ovens/1003976http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Ovens/1003976http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Ovens/1003976http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/OTGs/1003974http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Mixers+&+Grinders/1003972http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+&+Chimneys/1003968http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Food+Processors/1003966http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Blenders/1003964http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Ovens/1003976http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/OTGs/1003974http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Mixers+&+Grinders/1003972http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+&+Chimneys/1003968http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Food+Processors/1003966http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Blenders/1003964http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Ovens/1003976http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/OTGs/1003974http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Mixers+&+Grinders/1003972http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+&+Chimneys/1003968http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Food+Processors/1003966http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Blenders/1003964http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Ovens/1003976http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/OTGs/1003974http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Mixers+&+Grinders/1003972http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+&+Chimneys/1003968http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Food+Processors/1003966http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Blenders/1003964http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Ovens/1003976http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/OTGs/1003974http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Mixers+&+Grinders/1003972http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+&+Chimneys/1003968http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Food+Processors/1003966http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Blenders/1003964http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Ovens/1003976http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/OTGs/1003974http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Mixers+&+Grinders/1003972http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+&+Chimneys/1003968http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Food+Processors/1003966http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Blenders/1003964http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Ovens/1003976http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/OTGs/1003974http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Mixers+%26+Grinders/1003972http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+%26+Chimneys/Cooktops/1004318http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+%26+Chimneys/Chimneys/1004322http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+%26+Chimneys/Chimneys/1004322http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Hobs+%26+Chimneys/1003968http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Food+Processors/1003966http://bigbazaar.futurebazaar.com/Catalog/Electronic+Bazaar/Kitchen+Appliances/Blenders/1003964
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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

    KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 39

    Refrigerators Rice Cookers

    Sandwich Makers Toasters

    More Kitchen Appliances

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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

    KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 40

    BRANDS AVAILABLE:

    Whirlpool

    Philips

    Sensei

    LG

    Samsung

    Koryo

    Bajaj

    Microsoft

    Panasonic

    Mitashi

    Akai

    Onida

    Morphy Richards

    Sony

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    KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 41

    INDUSTRY PROFILE

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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

    KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 42

    Industry profile:

    Retail is Indias largest industry, accounting for over 10 percent of the countrys GDP and

    around 8 percent of the employment. Retail industry in India is at the crossroads. It has

    emerged as one of the most dynamic and fast paced industries with several players entering

    the market. But because of the heavy initial investments required, break even is difficult to

    achieve and many of these players have not tasted success so far. However the future is

    promising; the market is growing, government policies are becoming more favourable and

    emerging technologies are facilitating operations. Retailing in India is gradually inching its

    way toward becoming the next boom industry. The whole concept of shopping has altered in

    terms of format and consumer buying behaviour, ushering


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