SERIALNUMBERSTOPICSPAGENUMBERS

1.INTRODUCTION

2.OBJECTIVE

3.SCOPE

4.IMPORTANCE

5.LIMITATION

5.COMPANY PROFILE

6.THEOROTICAL BACKGROUND

7.RERESERCH MATHEDOLOGY

8.ANALYSIS AND INTERPRITATION

9.FINDINGS

10.SUGESSION

11.CONCLUSSION

12.BIBLIOGRAPHY

13.QUESTIONNAIRES

INTRODUCTION If you dont know who your shoppers are, how can you give them what they want? If you dont know where they come from, how can you communicate with them? Finding answers to these questions is vital but catchment analysis can be a time-consuming process. Many centre managers have found that the cost-effective analysis performed gives unrivalled return on their investment. The benefits of catchment Analysis include the power to target promotions and advertise more effectively, and an enhanced understanding of which retailers you need to attract to your centre. At the heart of catchment reports is actual shopper behavior. It combines geography with demographics and lifestyle information places where people live with their underlying characteristics and behavior to create a tool for understanding the different types of people in different areas throughout the country. Researchers also uses postcodes collected from shoppers and other town centre users to identify catchment areas. The resulting data is analyzed to identify differences between centre and in-town shoppers, weekend and weekday shoppers, and seasonal influences. Customer penetration of the catchment area is calculated and the proportions of residents, non-resident workers, students and visitors are identified.

SCOPE OF THE STUDY:

The study made by the researcher helps to provide information relating to the geographic, demographic and economic features of the respondents in and around Thane area. The findings and suggestions given by the researcher . at the end of the study will be helpful for the organization in making market planning and so enrich the sales of the Thane Big Bazaar.

Objectives of the study

To identify the buyer behavior of the customers.

To understand the Geographic, demographic and Economic factors of the customers

To identify the target customers for the store.

To analyze the purchase pattern of the customers

To suggest the exact media for advertisement to attract the target customers.

LIMITATIONS:

The study is conducted in and around thane area only. Hence the results may not be applicable to other geographical areas.

The time period is very short.

The size of the sample is low when compared to the total population.

The study was limited to extend of abilities and willingness of the respondents to answer appropriately to the questions.

RESEARCH METHODOLOGY

RESEARCH DESIGN A research design is purely and simply the frame work or plan for a study that guides in the collection and analysis of the data. There are three types of research designs, they are Exploratory research design Descriptive research design Casual or experimental research designSince this study attempts to describe the demographic, economic &psychographic features of the respondents, it is a descriptive research.

Descriptive research design Descriptive research is one that concerned with describing the characteristics of a particular individual, or of a group. The descriptive study is typically concerned with determining frequency with which something occurs or how two variables vary together. Here the problems are defined and the solutions are provided.

Sample Size of the study The sample unit selected for this study is retail outlets. The sample size for the study is 50.

Sampling Technique For the present study the researcher used the Disproportionate stratified random sampling technique.

Sources of data There are two type of data primary data and secondary data Primary Data Primary data refers to those data that are collected newly and they are not used earlier. The researcher has to gather the primary data freshly for the specific study undertaken by him. The primary data can be collected by three methods namely observation method, experimentation method and survey method. Survey research is the systematic gathering of data from respondents through questionnaires. Secondary Data The secondary data refers to those data which were gathered for some other purpose and are already available in the firms internal records and commercial, trade or government publications.

DATA COLLECTION METHOD

The primary data required for this study is collected through schedules. The schedule method is also like the collection of data through questionnaire, with little difference which lies in the fact that questions are being filled in by the enumerators according to the replies of the respondents for the questions.

Review of literature

This chapter will give an overview of literature and models that are related to theresearch problem presented in the previous chapter. This chapter will introduce the conceptsof customer satisfaction, service quality, relation between customer satisfaction and servicequality, traditional service quality dimensions, online service quality dimensions and servicequality model of online retailing in order to give a clear idea about the research area.

According to Kotler-Customer satisfaction depends on the products perceivedperformance relative to buyers expectations. If the product performance falls short ofexpectations, the customer is dissatisfied. If performance matches expectations, the customeris satisfied. If performance exceeds expectations, the customer is highly satisfied ordelighted.

Outstanding marketing companies go out of their way to keep important customerssatisfied. Highly satisfied customers make a repeat purchases and tell others about their goodexperience with the product. The key is to match customer expectation with companyperformance. Smart companies aim to delight customers by promising only what they candeliver, then delivering more than they promise.

However, although the customer-centered firm seeks to deliver high customersatisfaction relative to competitors, it does not attempt to maximize customer satisfaction.A company can always increase customer satisfaction by lowering its price orincreasing its services. But this may result in lower profits. Thus, the purpose of marketing isTo generate customer value profitability. This requires a very delicate balance: The marketermust continue to generate more customer value and satisfaction but not give away thehouse.

The gulf between satisfied customers and completely satisfied customers can swallow abusiness.

Brief History of the Company

Big bazaar was launched in September, 2001 with the opening of its first fourstores in Calcutta, Indore, Bangalore and Hyderabad in 22 days. Within a span of tenyears, there are 120 Big bazaar stores in 70 cities and towns across India.Big Bazaar was started by Kishore Biyani, the Group CEO And ManagingDirector of Pantaloon Retail.Though Big bazaar was launched purely as a fashionformat including apparel, cosmetics, accessory and general merchandise, over the yearsBig bazaar has included a wide range of products and service offering under theirchain. The current formats include Big bazaar, Food bazaar, Electronic bazaar andFurniture bazaar. The inspiration behind this entire retail format was from saravanastores, a local store in T. Nagar, Chennai.The stores are customized to provide the feel of mandis and melaswhileoffering the modern retail feature like Quality, Choice and convenience. As the modernIndian familys favorite retail store, Big bazaar is popularly known as the Indian WalMart.On successful completion of ten years in Indian retail industry, in 2011, Bigbazaar has come up a new logo with new tag line Naye India ka Bazaar replacing the earlier ones IsseSastaAurAcchaKahinNahin

Industry Profile:

Type : Public Retailing Industry

Head Quarters : Mumbai, Maharashtra, India.

CEO : Kishore Biyani

Parent : Future Group

Website : FutureBazaar.com

Future value Retail limited is a wholly owned subsidiaryof pantaloon Retail (India) Limited. This entity has been cratedkeeping in mind the growth and the current size of thecompanys value retail business, led by its format division, BigBazaar and Food Bazaar.

The company operates 120 Big Bazaar stores, 170 Food Bazaar stores,among other formats, in over 70 cities across the country, covering an operational retailspace of aver 6 million square feet. As a focuses entity driving the growth of thegroups value retail business, Future value Retail Limited (FVRL) will continue todeliver more value to its customers, supply partners, stakeholders and communitiesacross the country and shape the growth of modern retail in India.

Every day, Future group brings multiple products, opportunities and services tomillions of customers in India. Through over 15 million square feet of retail space, itserves customers in 85 cities and 60 rural locations across the country. Most of all, ithelps India shop, save and realize and aspirations to live a better quality of life everyday.Future group understands the soul of Indian customers. As one of Indias retailpioneers with multiple retail formats, it connects a diverse and passionate communityof Indian buyers, sellers and business. The collective impact on business is staggering;around 220 million customers walk into our stores each year and choose products andFuture group employs 35000 people directly from every section of our society.

It source suppliers from enterprises across the country, creating fresh employment,Impacting livelihoods, empowering local communities and fostering mutual growth.Future group believes in the India dream and have aligned its businesspractices to large objective of being a premier catalyst in Indias consumption-ledgrowth story. Working towards this end, future group are ushering positive socioeconomicchange in communities to help the Indian dream fly high and the sonekichidiya soar once again. This approach remains embedded in future group ethos evenas it rapidly expands its footprints deeper into India.

BIG BAZAAR is a chain of hypermarket in India. Currently there are 120stores across 70 cities and towns in India. Big Bazaar id designed as an agglomerationof bazaar or Indian market with clusters offering a wide range of merchandiseincluding fashion and apparels, food products, general merchandise, furniture,electronics, book, fast food and leisure and entertainment section.

PRODUCT PROFILE The product profile of Big Bazaar is as follows. They are dealing with various types of products and so they had divided them into various departments for the customers convenience. The departments are FOOD BAZAAR HOME CARE PRODUCTS HEAD TO TOE FIT & HEALTHY BOOKS & STATIONARIES APPARELS & GARMENTS MEN & WOMEN ACCESSORIES KIDS ACCESSORIES CROCKERY & PLASTIC ITEMS UTENSILS HOME DECORS HOME LINEN GIFTS BAGS & TRALLIES FURNITURES ELECTRONIC GOODS FOOT WEARS

Innovations of Big BazaarWednesday Bazaar

Big Bazaar introduced the Wednesday Bazaar concept and promoted it asHafteKaSabseSasta Din. It was mainly to draw customers to the stores onWednesdays, when least number of customers is observed. According to the chain, theaim of the concept is "to give homemakers the power to save the most and even theStores in the city don a fresh look to make customers feel that it is their day".

SabseSasta Din

With a desire to achieve sales of Rs 26 Crore in a one single day, Big Bazaarintroduced the concept of "SabseSasta Din". The idea was to simply create a day in ayear that truly belonged to Big Bazaar. This was launched on January 26, 2006 and theresult was exceptional that police had to come in to control the mammoth crowd. Theconcept was such a huge hit that the offer was increased from one day to three days in2009 (24 to 26 Jan) and to five days in 2011 (22-26 Jan).

MahaBachat

MahaBachat was started off in 2006 as a single day campaign with attractivepromotional offers across all Big Bazaar stores. Over the years it has grown into a 6days biannual campaign. It has attractive offers in all its value formats such as BigBazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar - catering to the entireneeds of a consumer.

The Great Exchange Offer

On February 12, 2009 Big Bazaar launched "The Great Exchange Offer",through with the customers can exchange their old goods in for Big Bazaar coupons.Later, consumers can redeem these coupons for brand new goods across the nation.

Achievements and Awards

2004

Big Bazaar wins its first award and national recognition. Big Bazaar and FoodBazaar awarded the countrys most admired retailer award in value retailing andfood retailing segment at the India Retail Forum.

A day before Diwali, the store at Lower Parel becomes the first to touch Rs 10million turnover on a single day.

2005

Launches a unique shopping program: the Big Bazaar Exchange Offer, invitingcustomers to exchange household junk at Big Bazaar.

Electronic Bazaar and Furniture Bazaar are launched.

Big Bazaar and ICICI Bank launched ICICI Bank-Big Bazaar Gold credit cardprogram to reward its loyal customers.

2006

Big Bazaar launches Shakti, Indias first credit card program tailored forhousewives.

Navaras the jewelers store launched within Big Bazaar stores.

2007

Big Bazaar partners with Futurebazaar.com to launch India's most popularshopping portal.

Big Bazaar initiates the "Power of One" campaign to help raise funds for theSave The Children India Fund.

Pantaloon Retail wins the International Retailer of the Year at US-basedNational Retail Federation convention in New York and Emerging Retailer ofthe Year award at the World Retail Congress held in Barcelona.

2008

Big Bazaar becomes the fastest growing hypermarket format in the world withthe launch of its 101st store within 7 years of launch. Big Bazaar dons a new look with a fresh new section, Fashion@Big Bazaar

Big Bazaar joins the league of Indias Business Super brands. It is voted amongthe top ten service brands in the country in the latest Pitch-IMRB internationalsurvey.

Big Bazaar initiated the Mega Saving "Monthly Bachat Bazaar" campaign, toprovide exceptional deals on groceries and food items during the first week ofevery month.

2009

Big Bazaar captures almost one-third share in food and grocery products soldthrough modern retail in India

Mahendra Singh Dhoni and Asin, youth icons of India, were chosen as thebrand ambassadors of Big Bazaar

Big Bazaar announced the launch of 'The Great Exchange Offer'

2010

Big Bazaar wins CNBC Awaaz Consume r Awards for the third consecutiveyear. Adjudged the Most Preferred Multi Brand Food & Beverage Chain, MostPreferred Multi Brand Retail Outlet and Most Preferred Multi Brand One StopShop.

Big Bazaar connects over 30,000 small and medium Indian manufacturers andentrepreneurs with around 200 million customers visiting its stores.

VidyaBalanwas chosen as the brand ambassador of Big Bazaar's PriceChallenge exercise

2011

For the convenience of the online customers, Big Bazaar has started freeshipping on all orders above Rs. 1000.

2012

Big Bazaar entered into a five year multi-million dollar deal with CognizantTechnology Solutions for IT infrastructure services that support Future Group'snetwork of stores, warehouses, offices, and data centers.

Facilities Offered By Big Bazaar

Online shopping: Big bazaar has an official website FutureBazaar.com, which is oneof the most favorite sites among people of India for online shopping. Future bazaar isan online business venture of Future group, which sells an assortment of products suchas fashion, which includes merchandise for men and women, mobile handsets andelectronics like home theatres, video cameras, digital cameras, LCD TVs, kitchenappliances and many more.

Discounts: Hftekasabsesasta din was introduced by Big Bazaar, wherein extraand special discounts were offered on Wednesday every week, to attract the potentialbuyers into their store.

Security check: At each exit of Big Bazaar, they use alarm system or electronic articlesurveillance system, which detects the problem that has attached tags or not.Future value retail on the value retail segments through the Big Bazaar, FoodBazaar and KBs fair price formats.

In a highly competitive retail marketplace with changing consumer preference,different formats and large geographical spread, retail logistic is a critical businessactivity.

At Future Group we believe the viability of a retail operation hinges as much onachieving efficient logistic and supply chain as it does on attaining success at the frontend.

A seamless logistic function to move our products from the manufacturer to ourstore shelves is at the heart of our retail operation. Our robust presence in logistic andsupply chain helps us move million of products to customers each day of the yearacross India in the most efficient and cost-efficient manner.

.Strategy of Big Bazaar

According to Kishore Biyanis 3-C theory, change and confidence among theentire population is leading to rise in consumption, through better employment andincome which in turn is creating value to agriculture products across country.

Vision:

To deliver Everything, Everywhere, Every time for Every time for Every Indianconsumer in the most profitable manner.

Indias transformation into the legendary SonekiChidiya (golden bird),taking wings once again to reach greater heights

Mission:

We share the vision and belief that our customers and stakeholders shall beserved only by creating and executing future scenarios in the consumptionspace leading to economic development.

We will be the trendsetters in evolving formats, creating retail reality, makingconsumption affordable for all customer segments for 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 wedo.

We shall ensure that our positive attitude, sincerity, humility and uniteddetermination shall be the driving force to make us successful.

SWOT Analysis

Strengths

Benefit of early entry into the retail industry.

Frequent offers for customer. (EDLP Every Day Least Price)

Point Of Purchase promotion

It has goodwill of being a format of Future Group, which has pan India presence.

Vast range of products under one roof helping in attracting customer and theirExperience.

Own products.

Cleanliness & hygiene is up to the standard.

Diversified business operating all over India in retail industry

Weakness

No furniture to complete the offerings.

Very thin margin.

High perishable items like vegetables are kept.

Unavailability of popular Brand item with regards to clothing

Opportunity

Lots of potential in the rural markets.

Mood of optimism is creeping in the mind of consumers regarding facilities.

Can expand the business in smaller cities as there is lot of opportunity

Threats

High business risk involved.

Lots of competitors coming up to tap the market potential (stiff competition)

Unorganized Retail sectors

1. How frequently do you visit big bazaar. Sr.no. Options Rating

a) Twice in a day 2

b) Once in a day 13

c) During special offer 35

Interpretation:The data reveals that 70% customer visit big bazaar when there is an special offer, 26% of respondent visiting big bazaar once In a day, and 4% of respondent visiting big bazaar twice in a day

2)Are you happy with the location of Big Bazaar Sr.no. Options Rating

a) YES 36

b) NO 14

Interpretation: The data reveals that 72% of respondent are happy with the location of big bazaar and 28% of respondent are not happy with the location of big bazaar.

3) Staff was available on time manner

Sr. no. Options Rating

a) YES 25

b) NO 25

Interpretation: 50% of respondent told that staff was available on time and 50% of respondent told staff was not available on time manner.

4) Staff answered your questions

Sr. no, OptionsRating

a) YES 35

b) NO 15

Interpretation: 70%of respondent answered my question and 30% of them not responded my question

5) Staff shows knowledge of the product or services

Sr. no. Options Rating

a) YES 27

b) NO 23

Interpretation:54% of them told yes, that the staff had provided knowledge about product and 46% and,46% of them told No, that no proper information was provided about the product.

6) Your complaints are constructively handled

Sr.no. Options Rating

a) YES 35

b) NO 15

Interpretation:70% told yes, and 30%of them told No, their complaint was not handled properly.

7) Staff communicate in a language that you under stood

Sr. no. Options Rating

a) YES 38

b) NO 12

Interpretation 76%of them told yes,staff were responding in the language they understood and 24% of them told No effective communication was there.

8) The store layout at this store make easy for customers to move around the store

Sr.no. Options Rating

a) YES39

b) NO11

Interpretation:78% of them told Yes, and 22% of them told No, there was some problem in layout faced by them while moving around the store

9) Big bazaar provides plenty of convenient parking for customer

Sr.no. Options Rating

a) YES 27

b) NO 23

Interpretation:54%of them told Yes, there is enough space for parking and 46%of them told No, more place should be provided for parking.

10 Big bazaar accept most credit cards

Sr.no. Options Rating

a) YES39

b) NO11

Interpretation: 78%of them told Yes, credit card system was widely accepted in Big Bazar and 22%of them told No.

11. what about the services could be change

Sr.no.

Options Rating

a)

Service can be faster11

b)Staff could be friendlier.10

c)Staff should communicate better with customer13

d)Store need to be cleaner9

e)The location need parking11

f)The location need to be closer5

Interpretation: 11 respondent told that, service can be more faster or should be improved. 10 respondent out of 50, told that staff should behave more friendly

13 and most of the people told that the, staff should communicate in a better way,9 of them told store should be clean11 respondent told that the location needs proper parking,5 of them told that the location need to be closer as per their convenience

12 The merchandise which consumer wants available in Big Bazaar

Sr.no. Options

Rating

a)YES

41

b) NO 9

Interpretation:82% of them told Yes that all merchandise they needed was available at Big Bazaar, and very less that is 18% of them told that merchandise was Not available as per their need

13The Big Bazaar provide any kinds of schemes to customer

Sr.no. Options

Rating

a) YES

42

b) NO

8

Interpretation:84% of them told No, no schemes were provided to them at Big Bazaar ,and 16%of them told that some type of schemes were provided to them.

14 Overall how you rate customer service of Big Bazaar

FINDINGS Most of the customers i.e. about 13%were visiting to Big Bazaar during special offer,13% once in a day and 2% twice a day Most of the people are happy with the location; staffs were showing proper responsiveness to customers Major problems was found that staffs were not available on time, and no proper knowledge was provided about the product Sufficient layout or space was there to move around the store for customer ,and customer were enjoying the credit card facility.

SuggestionsFollowing suggestions should be made to improve the services provided by Big Bazaar:- Proper training should be provided to staff, so that they can communicate in a better way and handle the complaints of customers. The service provided by Big Bazaar should be more faster and quick Staff should come forward to help the customer and should show willingness to provide knowledge of the product and services Mainly, at the time of festival and occasions there should be excess staff available to handle the crowd properly Big Bazaar should introduce more special offers or discounts for customers to attract them