CONTENTS

S.No. Topic Page no.

1 Executive Summary 2

2 Overviews of industry 3

3 Retail meaning 4-5

4 Industry structure 6

5 Company profile 7-29

6 Objective of study 30

7 Area under field research 31

8 Facts under study in different formats 31-33

9 Some international and Indian retailers 34-48

10 Research methodology 49-54

11 Conclusions 55

12 Questionnaires 56-64

13 Suggestions 65

14 Limitations 64

15 Bibliography 66

1

Executive Summary

India is a undergoing a retail revolution from the unorganized to the organized sector. There are

now modern retail formate such as – hypermarket, supermarket and malls. several international

companies such as Wal-Mart, Carrefour and Tesco are planning their entry and establishment

into the Indian market while several domestic companies are setting up their retail setups,

exclusive showrooms and large formate stores such as Reliance, Vishal, Tata and the whole

2

concept of shopping has altered in terms of formate and consumer buying behavior , ushering in

a revolution in shopping in India.

\These trends indicates that retailing, as an industry has come into its own . According to a study

by confederation of Indian industry organized retail sales in India were a mere Rs.135 billion in

2012 but today with over 15 million outlets that provide employment to over 74 million people

(7% of the population) the size of the retail industry stands at USD 350 billion and it is expected

to grow a compounded 30% over the next 5 years.

Retailing is an important infrastructure perquisite for modernizing India and can facilitate rapid

economic growth . Modernization of all retail services would enable efficient delivery of goods

and value added services to the consumer making a high contribution to the gross domestic

product.

This project focus on taking an in depth analysis of retail scenario and consumer trends as they

are emerging and identify the various retailing models that would work, in the Indian retail

market. The analysis is done by looking at global retail trends vis-à-vis the ones in India . The

Current state of Indian retail industry characteristics and economics drivers of change, to

understand the consumer buying behavior and what it foretails about the nature of the industry .

To predict the kind of retail models that would work in India besides analyzing the existing

ones , the attempt has been to predict to product potentially promising formats.

Introduction

Retail consists of the sale of goods or merchandise from a fixed location, such as a department

store, boutique or kiosk, or by mail, in small or individual lots for direct consumption by the

purchaser. Retailing may include subordinated services, such as delivery. Purchasers may be

3

individuals or businesses. In commerce, a "retailer" buys goods or products in large quantities

from manufacturers or importers, either directly or through a wholesaler, and then sells smaller

quantities to the end-user. Retail establishments are often called shops or stores. Retailers are at

the end of the supply chain. Manufacturing marketers see the process of retailing as a necessary

part of their overall distribution strategy. The term "retailer" is also applied where a service

provider services the needs of a large number of individuals, such as a public utility, like electric

power.

Shops may be on residential streets, shopping streets with few or no houses or in a shopping

mall. Shopping streets may be for pedestrians only.

Sometimes a shopping street has a partial or full roof to protect customers from precipitation.

Online retailing, a type of electronic commerce used for business-to-consumer (B2C)

transactions and mail order, are forms of non-shop retailing.

Shopping generally refers to the act of buying products. Sometimes this is done to obtain

necessities such as food and clothing; sometimes it is done as a recreational activity.

Recreational shopping often involves window shopping (just looking, not buying) and browsing

and does not always result in a purchase.

Retail Meaning

Retail involves the sale of goods from a single point (malls, markets, department stores etc)

directly to the consumer in small quantities for his end use. In a layman’s language, retailing

is nothing but transaction of goods between the seller and the end user as a single unit (piece) or

in small quantities to satisfy the needs of the individual and for his direct consumption.

4

Example- Prashant wanted to purchase a mobile handset. He went to the nearby store and

purchased one for himself.

In the above case, Prashat is the buyer who went to a fixed location (in this case the nearby

store). He purchased a mobile handset (Quantity - One) to be used by him. An example of retail.

The retailers purchase goods in bulk quantities (huge numbers) to be sold to the end-users either

directly from the manufacturers or through a wholesaler.

The Supply chain

Manufacturers - Manufacturers are the ones who are involved in production of goods

with the help of machines, labour and raw materials.

Wholesaler - The wholesaler is the one who purchases the goods from the manufacturers

and sells to the retailers in large numbers but at a lower price. A wholesaler never sells

goods directly to the end users.

5

Manufacturers

Wholesaler

Retailer

Customer/End

consumer

Retailer - A retailer comes at the end of the supply chain who sells the products in small

quantities to the end users as per their requirement and need.

The end user goes to the retailer to buy the goods (products) in small quantities to satisfy

his needs and demands. The complete process is also called as Shopping.

Industry structure

The organizational structure of a retail store will vary by the size and type of the business. Most tasks involved with operating a retail business will be the same. However, small or independent retail stores may combine many sectors together under one division, while larger stores create various divisions for each particular function along with many layers of management.

6

For example, the small specialty shop may have all of its employees under one category called Store Operations. A large department store may have a complete staff consisting of a manager, assistant manager and sales associates for its Sporting Goods department, Home and Garden, Bed and Bath, and each additional department.

In order to define the store's organization, start by specifying all tasks that need to be performed. Then divide those responsibilities among various individuals or channels. Group and classify each task into a job with a title and description. The final step is to develop an organizational chart.

Retailing Structure

The following is a brief outline of some of the divisions in a retail organization.

Owner/CEO or President

Store Operations: Management, Cashier, Sales, Receiving, Loss Prevention

Marketing: Visual Displays, Public Relations, Promotions

Merchandising: Planning, Buying, Inventory Control

Human Relations: Personnel, Training

Finance: Accounting, Credit

Technology: Information Technology

As the store grows and the retail business evolves, the dynamics of the organization's structure will change too. Therefore it is paramount to redesign the store's organizational chart to support the decision-making, collaboration and leadership capabilities that are essential during and after a growth period.

Company profile

Introduction of Vishal Retail ltd

7

Vishal retail Ltd is the largest market retail chain in India with more than 175 stores in 24 states

& 104 cities across India. Retailing, in commerce, consists of buying goods or products in large

quantities from manufacturers or importers, either directly or through a wholesaler, & then

selling individual items or small quantities to the general public or end user customers, usually in

a shop, also called stores. Retailers are at the end of supply chain that link manufacturers,

wholesalers, other suppliers and the final consumers. Marketers see retailing as a part of their

overall distribution strategy. Manufactured goods are worthless until they pass through acid test

of retail distribution

. The Vishal brand is known for great modern style for men, women and children.

Vishal offers high level fashion styling. Since 1986, our name has been synonymous with

quality, value and fashion integrity. We offer an unparalleled collection of clothes for the entire

family. Each garment is hand selected for quality and contemporary styling. Vishal manufactures

majority of its own garments and out sources some under its direct quality supervision. This

enables us to offer the lowest possible and most reasonable price.

Vishal Mega Mart stores offer affordable family fashion at prices to suit every pocket.

The outlet retails Garments, Footwear, Home Furnishing, Household, Food & Non-Food

Products, Ladies Accessories, Lifestyle, Hardware, Car Accessories, Techno & Electricals,

Utensils, Sports & Fitness, Stationery, Toys & Games, Travel Accessories, Furniture, Sanitary

Ware, Crockery, Consumer Durables, FMCG, etc. in almost all price ranges.

8

 What started as a humble one store enterprise in 1986 in Kolkata (erstwhile, Calcutta) is today a

conglomerate encompassing 183 showrooms in 24 states / 110 cities .India’s first hyper-market

has also been opened for the Indian consumer by Vishal. Situated in the national capital Delhi

this store boasts of the single largest collection of goods and commodities sold under one roof in

India.

Vishal is one of fastest growing retailing groups in India. Its outlets cater to almost all price

ranges. The showrooms have over 70,000 products range which fulfills all your household needs,

and can be catered to under one roof. It is covering about 29, 90, 146 ssq. ft. in 24 states across

India. Each store gives you international quality goods and prices hard to match. The cost

benefits that is derived from the large central purchase of goods and services is passed on to the

consumer

. Vishal mart has been fortunate in having very eminent and honest

men of vision and great talent as Board of Directors and Executives. The ever increasing profit

figures of the Vishal depict the efficiency of the management. Discount and several other

developments in and around the organized retail trade (the 3% of the total retail trade) indicate

the changing dynamics of the sector and the way the business will take shape in the years to

come. For Ram Chandra Agarwal, MD, Vishal Mega mart, the discount war is just a component

of the overall evolution process initiated by retailers. “We are concentrating on buying in

volumes through cash purchase which give us an edge. Ultimately, the convenience, value and

variety given to customers will make a difference,” he says. Be it managing a supply chain,

grappling with hundreds of suppliers or handling store inventory — the modern retail industry is

a big affair. Then follow other aspects like positioning of the brand with apt pricing, packaging

and retail experience, understanding the customers, dealing with partners such as

suppliers, mall developers and franchisees. However, the biggest challenge is saving bucks either

through margins or rentals, so that there is profit even after the discounts. Though it reads as a

complete win-win situation, it is surely a tough target to be achieved.

“Though organized retail is at its nascent stage, once the brands are established, the FMCGs will

have to deliver to their expectations. Moreover, if these FMCGs buckle up with retailers, the

country will see a slew of private labels coming in,” says Sahni. He adds, “These private labels

9

will gradually end up carving a niche for themselves even in the unexplored territories, including

rural India.

Minimal advertising or promotional costs will further increase the margins.” The Retailer’s

Association of India (RAI), an association of retailers like Pantaloons, Piramyd, Shoppers’ Stop,

Subhiksha Trading, Food World Supermarkets, Hyper city Retail, Reliance Petro Marketing, etc,

has now asked all Indian FMCG companies to follow a July 1 deadline for barcoding their

products. At present about 25% of Indian companies do not carry barcodes on their products.

Industry experts insist that barcoding is just one of the upgrades that Indian FMCG companies

need to do to cater to the demands of an organized retail scenario.

 

Products available a Vishal mega mart:

Apparel and Accessories for Men, Women and Children, Sarees, Linens,

Baby Accessories,

Cosmetics,

Crockery,

Dress Materials Suiting & Shirting,

Electrical Accessories, Electronics,

Footwear,

Toys,

Home Textiles, Home Needs, Home Decor,

Household Appliances, Household Plastics, Utensils & Utilities

FUNCTIONAL DEPARTMENTS OF VISHAL RETAIL LTD

10

The store operations are divided into various operations which are carried out by the respective

functional departments.

ADMINISTRATION DEPARTMENT

Admin department is divided into following sections:

1. Security services: The security personnel are under contract basis. They are security staff

working for vishal Retail India Ltd. The complete store security and movement tracking

are under their control.

2. House Keeping: Their main duty is to look after the cleanliness and overall hygiene of

the store. The admin manager creates checklists for the cleaning schedules and the team

members work in accordance to those checklists. Checklists include cleaning the floor,

lifts, escalators, staircase, window panes, various shelves and display racks, AC ducts,

Glass walls, trolleys, baskets, parking areas etc.

3. Packers: Proper packing of the sold goods is required before handing it over to the

customer. Helpers to the cashiers are appointed to do this job. Packing the food items,

items to be handled with care and other items all separately is their job.

4. Loaders: Few people are appointed to load and unload merchandise from trucks and

cautiously transfer them to the desired location in the store.

5. Standard operation and procedures: In this section various registers are maintained-

A] Key movement register- The various store keys are maintained by different staff

members. These people have to make entries in their register regarding the keys they

carry.

B] Staff Value declaration register- Every staff member while entering the store has

to declare the amount of cash with him/her. This is done to minimize thefts within the

store.

C] Customer Footfall Report: This register is updated every hour. The total number

of customers that entered the store in that hour are counted and noted down in this

register.

11

D] Staff Purchase Register- Entries are made in this register regarding the purchases

made by the staff members in the store.

6] Staff Grooming Register- Entries regarding the appearance, personal hygiene,

presenting self and dress code of the team members is made. A long checklist

regarding staff grooming is referred to make these entries.

MAINTENANCE AND FACILITIES DEPARTMENT

The functions of this department are-

1) To check the functioning of various items like Escalators, AC’s, Frozen section, Lighting

equipment’s etc.

In case of their malfunctioning, repairs have to be carried out as soon as possible to

ensure proper store operation.

2) To check and note the opening and closing electricity meter readings and prepare a

monthly statement.

3) Ensure safe and consistent power supply at the store.

7) I.T. DEPARTMENT

The software used on Retail Enterprise Manager(REM). In this all the information concerning

the product like, name, category barcode number, MRP, discount rate, net price etc are stored.

Day opening and day closing are the important activities in REM, where REM will allow the

users to start transactions for the day and freeze all document transactions made for the day

respectively. All the incremental stock balances will be loaded into REM at the day opening

activity. The sales and collection data will be posted to the staging server for the Sap at the day

closing activity.

DEPARTMENT STORES

Vishal mart operates in a four floored building and the 2 floors are divided into various sections

called Department Stores.

12

The various department stores are:

1. Food Store

2. Wellness,

3. Customer Service Desk,

4. Plastics - Utensils - Crockery Department,

5. General Merchandise,

6. Mobile Store

7. Apparels,

8. New Business Development,

9. Electronic Store

10.Furniture Store

. CUSTOMER SERVICE DESK(CSD)

Customer service means meeting or exceeding the customer’s expectations and needs. Customer

Service is not a one time activity, it should reflect in each and every activity. Be it the facilities,

layout of the store, communication and interaction or the company policies, all affect the

customer service.

CSD has been formed to take care of customer needs and problems. CSD also provides various

services like -

1. Alterations with respect to apparels

2. Exchanges of merchandise

3. Gift wrappings

4. Baggage counters for safe deposit of customer baggage.

5. Share with us - Customer feed back

6. In-store communication- transferring telephone calls

7. Free gifts

13

8. Sale of gift vouchers

9. Home delivery for food Store

10. Home delivery for electronics and furniture

PRODUCT CLASSIFICATIONS

Products and services fall into two broad classes based on the type of customers that use them:

1. Consumer products

2. Industrial products

1. Consumer products : Consumer products are products and services bought by final

consumers for personal consumption: Marketers usually classify these products and services

further based on how consumers go about buying them. Consumer products include convenience

products, shopping products, speciality products, and unsought products. These products differ in

the ways consumers buy them and therefore in how they are marketed.

Convenience Products : are consumer products and services that the customer usually buys

frequently, immediately, and with a minimum of comparison and buying effort. Examples

include soap, candy, newspapers, and fast food. Convenience products are usually low priced,

and marketers place them in many locations to make them readily available when customers

need them.

Shopping Products: are less-frequently-purchased consumer products and services that

customers compare carefully on suitability, quality, price, and style. When buying shopping

products and services consumers spend much time and effort in gathering information and

14

making comparisons, Examples include furniture, clothing, used cars, major appliances, and

hotel and airline services, shopping products marketers usually distribute their products through

fewer outlets but provide deeper sales support to help customers in their comparison efforts.

Speciality Products : are consumer products and services with unique characteristics or brand

identification for which a significant group of buyers is willing to make a special purchase effort,

Example include specific brands and types of cars, high priced photographic equipment, designer

clothes, and services of medical or legal specialists. A Lamborghini automobile, for example, is a

specialty products because buyers are usually willing to travel great distances to buy one. Buyers

normally do not compare specially products. They invest only the time needed to reach dealer's

carrying the wanted products.

2. Industrial Products: Industrial products are those purchased for further processing or for use

in conducting a business. Thus, the distinction between a consumer product and an industrial

product is based on the purpose for which the product is bought. If the same consumer buys the

same lawn mower for use in a landscaping business, the lawn mower is an industrial product.

The three groups of industrial products and services include

Materials and parts,

Capital items, and

Supplies and services,

Material consist of farm products (wheat, cotton, livestock, fruits, vegetable) etc., and natural

products (fish, lumber, crude petroleum, iron ore). Manufactured materials and parts consist of

15

component materials (iron, yarn, cement, wires) and component parts small motors, tires,

castings.

Marketing strategies for various products:

1. Convenience Products:

Price: convenience products are usually low priced goods.

Distribution/Place: the distribution is widespread and the products are made to be available

easily. Convenient locations are also very essential.

Promotion: the promotion activities are usually mass promotion by the producer.

Examples: toothpaste, magazines.

2. Shopping Products:

Price: shopping products are usually high priced goods.

Distribution/Place: the distribution is selective and there are fewer outlets.

Promotion: the promotion activities are usually advertising and personal selling by both

producer and resellers. Examples: televisions, furniture.

3. Specialty Products:

Price: specialty products are usually high priced goods.

Distribution/Place: the distribution is exclusive and there are fewer outlets per market area.

Promotion: the promotion activities are more carefully targeted these activities are carried on by

both producer and resellers.

Examples: Rolex watches, fine crystal.

CONSUMER BEHAVIOUR TOWARDS VARIOUS PRODUCTS

1. Convenience Products:

16

These products are frequently purchased by the consumer as they are required for daily use.

There is very little planning involved and there are very little comparisons between similar or

subsidiary products. The shopping efforts are also very low and the customer does not involve

himself while shopping.

2. Shopping Products:

These products are purchased less frequently as they are usually durables. There is a lot of

planning involved while shopping and shopping efforts are also high. There is a lot of

comparison between brands, price, quality, style etc. and the consumer may postpone the

purchase to get a better product.

3. Specialty Products:

These products have strong brand preference and brand loyalty. There are special shopping

efforts made by the customer to get these products. There is low comparison of brands and there

is low price sensitivity.

DEPARTMENT STORES

Vishal mega mart operates in a building and they are divided into various sections called

Department Stores.

The various department stores are:

1. Food Mart

2. Plastics - Unsils - Crockery Department,

3. Mobile Mart

4. Apparel

5. Electronic Mart

6. Furniture Mart

Big bazaar

Key Facts

17

Year of Launch: - 2001

No of Stores: - 214

No of Cities with presence: - 90

A total retail space covered:- 16 million sq.ft.

Core Value Model: - Customer Connectivity experimenting with products and services Savings Lowest Price

Focus of Marketing Initiatives: - Engage the customers by adapting to local culture Focus on the lowest price guarantee in all the campaigns

Key Driver of Footfall:- Large Product Mix

Growth rate:- 19%-22%

For the last 12 years Big Bazaar is the brand associated with value for money and convenience. Launched in the year 2001, Brand Big Bazaar wanted to bring affordability, variety and hygiene within the reach of the common man. The big Bazaar growth story is an ideal example of the expansion of the hypermarket format in the Indian subcontinent.

Today, Big Bazaar provides a platform for over 15,000 small, medium and large producers and manufacturers to sell their products to Indian consumers.

In a more recent move Future Group merged its largest business unit, Future Value Retail, which houses Big Bazaar and Food Bazaar, with Pantaloons Retail, a listed company that runs the group’s smaller retail operations. This move is expected to reduce operating costs and restore investor confidence (www.economictimes.indiatimes.com).

But what remains same is the target audience of the brand “the value seeking middle class man, with “Kanjoosi” as his shopping ethos”.

Price is the main value proposition for Big Bazaar. Prices are usually 5 to 60 percent lower than the market price.

The Average Size of Big Bazaar store is 50,000 sq ft and the Big Bazaar family center is 80,000-120,000 sq. ft.

Stocks 3,000 to 4,000 SKUs (stock-keeping units) of merchandise

18

Food and groceries account for 40% of Big Bazaar’s revenue, whereas fashion and apparel make up for about 30% of the overall revenue. The remaining 30% comes from the other units such as electronics.

Marketing Strategy

3-C Theory

According to Kishore Biryani’s 3-C theory, Change and Confidence among the entire population is leading to rise in Consumption, through better employment and income which in turn is creating value to the agricultural products across the country.[3] Big Bazaar has divided India into three segments:

India one: Consuming class which includes upper middle and lower middle class (14% of India's population).

India two: Serving class which includes people like drivers, household helps, office peons, liftmen, washer men, etc. (55% of India's population) and

India three: Struggling class (remaining 31% of India's population).

Schemes and innovations

Wednesday Bazaar:

The concept of Wednesday Bazaar was promoted as ‘Hafte Ka Sabse Sasta Din’ (Cheapest Day of the Week). Initiated in January 2007, the idea behind this scheme was to draw customers to stores on Wednesdays, the day when consumer presence is usually less. According to the chain, the aim of the concept was ‘to give homemakers the power to save the most’.

Maha Bachat:

The concept of ‘Maha Bachat’ (Mega Saving) was introduced in the year 2006 as a single day campaign with attractive promotional offers across the company outlets. Over the years, the concept has grown to become a six-day biannual campaign. During this campaign, attractive offers are given in all the value formats including Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar.

The Great Exchange Offer:

19

Introduced on February 12, 2009, ‘The Great Exchange Offer’ allows customers to exchange their old goods for Big Bazaar coupons. The coupons can be redeemed later for buying brand new goods from Big Bazaar outlets across the nation.

Advertising campaigns and marketing initiatives

After completing ten years of operation in India Big Bazaar India revamped its logo and appeal with a new brand campaign “Naye India Ka Bazaar”

Big Bazaar Old logo

New Logo

The inspiration for the new ad campaign comes from an ancient Jain custom of ‘Michchami Dukkadam’, which translates into colloquial language as ‘Bhool-chook maaf’ or ‘Please forgive me if I have offended you knowingly or inadvertently’.

In view of the increasing competition in the retail market, Big Bazaar has introduced certain steps to keep itself updated and continue promoting the brand.

20

On the occasion of successful completion of 10 years in the Indian retail industry (in 2011) Big Bazaar came up with a new logo for the company with a new tag line that says: ‘Naye India Ka Bazaar’ (Market for New India). This replaces the earlier tag line: ‘Isse Sasta Aur Kahin Nahin’ (Nothing is Cheaper than Here).

Advertising initiatives

Big Bazaar has recently launched a 360-degree promotion drive covering the three prime media, television, print and social media, to mark the launch of the new logo. The entire media campaign was developed by Mudra Communications.

The band also roped in Cricket Player M. S. Dhoni and Sin as their Brand Ambassadors in year 2009

Big Bazaar is portrayed as a value store and visual merchandising is purposely not done according to International standards. Stores are designed to accommodate heavy crowds and has organized kind of “Chaos” and “Chaotic Layout”Store focusses on using attractive drop down banners and price synagogues.

Another concepts used in Big Bazaar stores are “Bin Baskets” install near the cash counters where any kind of product can be placed be it cosmetics of mobiles. These Bin Baskets accounts for nearly 1%-2% of average store sales .

Best store campaigning has also moved focus to Furniture and electronic items. Television stars Sakshi Tanwar and Ram Kapoor were ropped in to promote Big Bazaar Stylish Home contest in 2013.

Big Bazaar – Home Contest

Big Bazar claims to improve focus on customer experience and make stores more friendly for senior citizens, pregnant women and mothers. Stores across the country will also be rolling out signature community initiatives like ‘Annasantharpane’ and ‘Protsahan’

Big Bazaar store study

Different levels of the store :

Level 1:

21

Departments with their Products: -a) Depot :

1) General books

2) Office stationary

3) Children stationary

4) Film VCD’s & DVD

b) NBD (New Business Development)

1) Watches

2) Fashion Jewelry

3) Sunglasses

4) Auto accessories

5) Car audio systems

c) Gold Bazaar:

Navaras Gold Jewelry

(This is the separate unit not related to Big Bazaar they share profits on percentage basis)

d) Mobile Bazaar:

1) All kinds of Handsets ranging from Rs 1000 to !8000 of different companies

2) Mobile accessories

3) Codeless phones & land line phones

e) Star Sitara:

1) Cosmetics

2) Fragrances

3) Herbals

22

4) Pharmaceuticals

f) Shringar :

1) Bangles

2) Jewelry sets

3) Bracelets

4) Hair Accessories

5) Bidies

6) Chins

Plastics, Utensils, Crockery (PUC)

g) Plastics:

1) Buckets

2) Casseroles

3) Containers

4) Boxes

5) Flasks

6) Bowls

7) Jugs & sippers

8) Bottles & Mugs

h) Utensils:

1) Plates, Bowls, Glasses

2) Non stick Cookware’s

3) Kitchen tools

4) Tiffin Boxes

5) i) Crockery

1) Crockery cutlery

2) Table Materials / Napkins

3) Casseroles

4) Dinner sets

23

5) Wine, Juice Glasses

j) Luggage:

1) Travel bags

2) Trolleys

3) Bags: Schools, Collage Ladies purse

4) Suitcase

Level 2

a) Ladies Department:(SKD)

1) Sarees

2) Dress materials

3) Under garments

4) Nightwear’s

5) Western wear’s

b) Men’s Department:

1) Formals (Shirts & Pants)

2) Casuals (Shirts & pants)

3) Party wears

4) Jeans T-Shirts

5) Others Accessories (Lungi Dhoti etc)

6) Fabrics (Cut pieces)

7) Suits & Blazers

8) Levi’s Signature garments

Level 3

a) Furniture Department:

1) Dining Table

2) Bedroom Accessories

24

3) Hall accessories (Sofa sets, Chairs, Computer table etc)

4) Mattresses

b) Footwear Bazaar :

1) Sports Shoes

2) Formal Shoes

3) Casual Shoes

4) Mens Sandals

5) ladies Sandals

6) Ladies Casuals

7) Ladies Chappel

8) Ladies fancy Sleepers

9) ladies Sports shoes

c) Home Décor:

1) Flower vase

2) Artificial Flowers

3) Religious gifts

4) Candle stand

5) Umbrellas

6) Photo Frames

7) Assorted color Stones

8) Frame Paintings

9) Water falls (artificial)

10) Birthday items

d) Home line:

1) bed sheets, Pillows , bed spreads

2) Towels, Yellow dust

3) Razai , Carpets, Cushion covers

4) Chair bags

25

e) Toys Dept:

1) Soft toys

2) Educational toys

3) Board games, Action figures

4) Dolls

Kids department

f) Boys section:

1) T-Shirts, Trousers, jeans

2) Cotton shirts, Cargo, Codraw

3) Ethic wears

4) Co ordinates

5) Rain cotes

g) Girls Section:

1) Ethic wears

2) Co- ordinates

3) Cotton frocks

4) Western wears

h) Infants:

1) Jhablas

2) Vests

3) Bibs feedings

4) Bed items

26

5) Baba suits

6) Frocks

Level 4

a) Beverages:

1) Soft drinks

2) Mineral water

3) Juices

4) Health drinks

5) Frozen items

b) Confectionaries:

All kinds of Chocolates & Confectionaries

c) Fruits & Vegetables:

d) Staples Dept:

1) Dal, Rice, Atta, Rava items

2) Oil’s, Masala items

3) Dry fruits

4) Spicy items

5) Ready meals

6) Breakfast cereals

e) Process Dept:

1) Health drinks

2) Ready to eat

3) Corn flaks, Chips

4) Instant mixes

27

5) Soups, Bread items, pickle

6) Spreads

Non-food Deptf) Home care:

1) Phenyl, Detergents

2) Dish wash, Tissue papers, Scratch

3) Shoe cases, Fresh wrap,

g) Personal care:

1) Soaps, tooth paste, Shampoo

2) Deodorants, Body spry

3) Baby food, Talcum powder

4) Men’s apparel

Level 5

Electronic Bazaar:

1) Televisions

2) Sound System

3) Refrigerators

4) Washing machines

5) Microwave

6) Rice cookers

7) Juicers

8) Irons, Mixers & Grinders

Organization Structure of the store

Departmental Managers:

There are 2 departments and 8 assistant department managers in this store like Electronic

dept., Depot dept., NBD dept., Mobile Bazaar Dept, Star sitar Dept, PUC Dept, Ladies

28

Dept, Men’s Dept, Furniture Dept, Footwear Dept, and Home Décor Dept. Each

department will be assigned with targets which has to be achieved within the assigned

period that may be of Daily, Weekly, monthly and yearly.

Each department has a department Manager & Assist DM. Their job is concerned mainly

with sales. They look after customer’s orders delivery post sale service if any etc . All

Dept managers ADM, Team members work under coordination & cooperation.

Administration:

Store administration comes under Store Manager its functions are store maintenance,

House Keeping, Security etc.

Information Technology:

This department is responsible for the maintenance of the systems of the stores. All billing

machines their functioning networking with the master machine etc. If there is any problem

with the machine then this department comes into function.

Cashing Dept:

This department is responsible for the collection of sales amount ie cash sales, Credit

sales, etc under this department all billing machines of the stores comes. The sales

amount collected throughout the day by the cashier’s has to be submitted to this

department.

Marketing Executive:

This dept is responsible for the marketing of the store in different different media like

Television, Newspaper, and Holdings etc. the authorized person has to visit different

companies and has to look after for tie-ups etc.

29

Visual Merchandise:

This department is responsible for the product arrangement at the store with respect to

their nature. The basic function of this dept is it divides the store into some departments

based on the nature of the product and within the department it decides how the products

should be arranged by keeping in mind the customer should not suffer.

HR Executive :

Human Resource executive mainly look after employees mainly their problems. This

department performs the functions like Recruitment, Selection, Training and

development.

CSD (Customer Service Desk):

This is the separate unit, which is mainly focuses on customer service like if the customer

find difficulty in finding any product, Customer complaints any replacement, Customer

assistance etc.

Cities where stores are located

Agra ,Ahmedabad ,Allahabad ,Ambala, Asansol, Bangalore, Bhubaneswar, Chennai,

Coimbatore, Palakkad, Kolkata, Delhi, Durgapur, Ghaziabad, Gurgaon, Hyderabad,

Indore, Hubli, Lucknow, Kanpur, Mangalore, Mumbai, Nagpur, Nasik, Panipat, Pune,

Rajkot, Surat, Thane, Thiruvananthapuram,Udupi, Vishakhapatnam

Objectives of study

30

To know about the retail industry.

To know the awareness of the customers towards Vishal mega mart and Big bazaar.

To know whether the customers are satisfied with present service given by the Vishal mega

mart and Big bazaar

Factors considering while purchasing retail products.

To know the effectiveness of the promotional activities done by Vishal mega mart and Big

bazaar.

To know the strategy to make a customer retention.

Area Under Field Research

We have taken VISHAL MEGA MART and BIG BAZAAR for research. Former is located

in modinarar and later is located in kaushambhi.

31

Both are present in Delhi-NCR regions but both are belongs from different area.Modinagar

is a small city with less population and there is dense population in kaushambhi with metro

connectivity. So the service area of both is different from each other.

Factor under study in different format:

Store layout and division:-

Both VISHAL MEGA MART and BIG BAZAAR follow Z-line in their stores.

Z-Line= z-line Designs has developed a retail gallery program in an effort to leverage the

company's relationship with “Maximum” magazine. Description of the gallery; Price range of

items to be featured in the gallery; Agreement by two major retail chains to install the gallery in

their stores.

32

Vishal mega mart layout

First floor:

33

Big Bazaar layouts.

First floor:-

Indian retailers

34

1. Reliance Retail Limited:

Corporate office – Mumbai, Maharashtra | Establishment – 2006 |

Business –Retail | Website – www.ril.com |

Reliance retail limited was incorporated in 2006, a part of Reliance industries. The

company has been rated among the best retail companies in India. It offers complete

retail solutions such as food items, lifestyle, fashion, consumer electronics products,

home decorative products etc. The company has a total of 1500 outlets in the country.

2. Pantaloons Retail Limited:

Corporate office – Mumbai, Maharashtra | Establishment – 1997 |

Business – Retail | Website – www.pantaloonsfashion.com |

It is a flagship company of Future group and one of the leading retail company in India.

The company has more than 1000 outlets across the India and 35000 employees.

Company’s brands include Big Bazaar, food Bazaar Brand factory, Top 10 and Sitara.

3.Provogue India Ltd:

35

Corporate office – Mumbai, Maharashtra | Establishment – 1997 |

Business – Retail and Manufacturing | Website – www.provogue.com |

It is a lifestyle and fashion company which was established in 1997. The company’s

offering include men’s wear, women’s wear, fashion accessories, apparel and numerous

other products. It has over 250 stores all across the country and rated among the top most

trusted brands in India by trust research committee in year 2011.

4. Shoppers Stop:

Corporate office – Mumbai, Maharashtra | Establishment – 1991 |

Business – Retail | Website – www.shoppersstop.com |

Shoppers Stop is a well-known name in retail industry in India and ranked among the top

retail brands in India. The company is operated and managed by K Rhea Corp Group and

was incorporated in year 1991. It has total 61 stores in India and offers national and

international brands of apparel, fashion and lifestyle.

5.ITC –LRBD:

36

Corporate office – Kolkata, West Bengal | Establishment – 1910 |

Business – Retail | Website – www.itcportal.com |

Lifestyle Retailing Business division is a premier clothing retail company in India

branding through Wills Lifestyle and John players. The Company has a diversified range

of business activities in FMCG, Hotels, Paper board, Packaging and Agriculture.

6 | Trent Ltd.:

Corporate office – Mumbai, Maharashtra | Establishment – 1998 |

Business – Retail | Website – www.mywestside.com |

It is a fully owned Tata group company which was incorporated in 1998 operates under

brand name of Westside, Star Bazaar, Fashion yatra and Landmark. The company offers

Men’s & women’s footwear, cosmetics and fashion accessories from their retail store

located in more than 30 cities in the country whereas Landmark store deals in book and

music business.

7. Vishal mega mart:

37

Corporate office – Delhi |

Establishment – 1986(Kolkata)

Business – Manufacturing and Retail

8. Aditya Birla Retail:

Corporate office – Mumbai, Maharashtra | Establishment – 2006 |

Business – | Website – www.adityabirla.com |

Aditya Birla retail limited is a subsidiary of Aditya Birla group established in year 2006

which owns over 500 supermarkets and 15 hypermarkets. The company is rated as top 10

retail companies in India and received prestigious Master brand Award 2012 by World

Brand congress in retail brand category.

9.Titan Industries:

38

Corporate office – Bengaluru, India | Establishment – 1984|

Business – Jewellery and Watch retail| Website – titan.co.in |

Titan is joint venture between Tata group and the Tamil Nadu Industries development

corporation established in year 1984. Titan is dominating the Indian Watch Industry since

then and become global international brand. Titan also has a great retail presence in

jewellery business and its brand Tanishq is one amongst the top jewellery brand in India.

10. Kewel Kiran Clothing Limited:

Corporate office – Mumbai, Maharashtra | Establishment – 1971 |

Business – Clothing Retail | Website – www.kewalkiran.com |

Kewel Kiran is a clothing manufacturing and retail company which was established in

1971. The company’s major brands include killer, Lawman PG3, Integriti and Killer. It

has more than 100 stores in India and it is a well known name in retail industry in India.

39

International retailers

1. Wal-Mart Stores, Inc. (U.S.)

Walmart is an American multinational retail corporation that runs chains of large discount

department stores and warehouse stores. The company is the world's second largest public

corporation, according to the Fortune Global 500 list in 2013, the biggest private employer in the

world with over two million employees, and is the largest retailer in the world. Walmart remains

a family-owned business, as the company is controlled by the Walton family, who own over 50

percent of Walmart. It is also one of the world's most valuable companies.

The company was founded by Sam Walton in 1962, incorporated on October 31, 1969, and

publicly traded on the New York Stock Exchange in 1972. It is headquartered in Bentonville,

Arkansas. Wal-Mart is also the largest grocery retailer in the United States. In 2009, it generated

51 percent of its US$258 billion sales in the U.S. from grocery business. It also owns and

operates the Sam's Club retail warehouses in North America.

40

2. Carrefour S.A ( France)

Carrefour S.A. is a French multinational retailer headquartered in Boulogne Billancourt,

France, in Greater Paris. It is one of the largest hypermarket chains in the world (with 1,452

hypermarkets at the end of 2011), the second largest retail group in the world in terms of revenue

(after Wal-Mart), and the third in profit (after Wal-Mart and Tesco[3][4]). Carrefour operates

mainly in Europe, Argentina, Brazil, China, Dominican Republic, United Arab Emirates, Qatar

and Saudi Arabia, but also has shops in North Africa and other parts of Asia, with most stores

41

being of smaller size than hypermarket or even supermarket. Carrefour means "crossroads" and

"public square" in French.

3. Tesco PLC( U.K.)

Merchandise retailer headquartered in Cheshunt, Hertfordshire, England, United Kingdom. It is

the second-largest retailer in the world measured by profits (after Wal-Mart) and third-largest

retailer in the world measured by revenues (after Walmart and Carrefour). It has stores in 14

countries across Asia, Europe and North America and is the grocery market leader in the UK

(where it has a market share of around 30%), Malaysia, the Republic of Ireland and Thailand.

The company was founded in 1919 by Jack Cohen as a group of market stalls. The Tesco name

first appeared in 1924, after Cohen purchased a shipment of tea from T. E. Stockwell and

combined those initials with the first two letters of his surname, and the first Tesco store opened

in 1929 in Burnt Oak, Middlesex. His business expanded rapidly, and by 1939 he had over 100

Tesco stores across the country. Originally a UK-focused grocery retailer, since the early 1990s

Tesco has increasingly diversified geographically and into areas such as the retailing of books,

42

clothing, electronics, furniture, petrol and software; financial services; telecoms and internet

services; DVD rental; and music downloads. The 1990s saw Tesco reposition itself, from its

perception as a downmarket "pile 'em high, sell 'em cheap" retailer, to one which appeals across

a wide social group, from its Tesco Value to its Tesco Finest ranges.This was successful, and

saw the chain grow from 500 stores in the mid-1990s to 2,500 stores fifteen years later.

Tesco is listed on the London Stock Exchange and is a constituent of the FTSE 100 Index. It had

a market capitalisation of approximately £24.4 billion as of 15 January 2012, the 15th-largest of

any company with a primary listing on the London Stock Exchange.

4. Metro AG(Germany)

Metro Group, is a German global diversified retail and wholesale/cash and carry group based in

Düsseldorf. It has the largest market share in its home market, and is one of the most globalised

retail and wholesale corporations.[citation needed] It is the fifth-largest retailer in the world

measured by revenues (after Wal-Mart, Carrefour, Tesco and Kroger). It was established in 1964

by Otto Beisheim.

43

5.The Kroger Co.( U.S.)

Kroger Company is an American retailer founded by Bernard Kroger in 1883 in Cincinnati,

Ohio. It is the country's largest supermarket chain, second-largest U.S. general retailer by

revenue, fifth-largest retailer in the world, according to Deloitte, and twenty-third largest Fortune

500 company in the world. As of February 2013, Kroger operates, either directly or through its

subsidiaries, 2,424 stores. Kroger's headquarters are in downtown Cincinnati.It maintains

markets in 31 states, with store formats that include supermarkets, superstores, department

stores, convenience stores, and mall jewelry stores. Kroger-branded grocery stores are located

44

throughout the Midwestern and Southern United States. Kroger also is parent to several "banner"

chains, such as Ralphs in California.

As of July 2013, Kroger was the second-largest retailer in the United States behind Walmart,

based on 2012 retail sales.

6.Costco Wholesale Corporation(U.S)

it is the seventh largest retailer in the world and the largest membership warehouse club chain in

the United States. Costco is headquartered in Issaquah, Washington, United States and was

founded in 1976 in San Diego, CA with its first warehouse in Seattle. Founded by James (Jim)

Sinegal and Jeffrey H. Brotman,Costco opened its first warehouse in Seattle, Washington, on

September 15, 1983.

45

7. Schwarz Unternehmens Treuhand KG (Germany )

Lidl Stiftung & Co. KG is a German global discount supermarket chain, based in Neckarsulm,

Baden-Württemberg, Germany, that operates over 10,000 stores across Europe. It belongs to the

holding company Schwarz Gruppe, which also owns the store chains Handel shof and

hypermarket Kaufland.

Lidl is the chief competitor of the similar German discount chain Aldi. The company was

founded in the 1930s by a member of the Schwarz family, and was called Schwarz Lebensmittel-

Sortimentsgroßhandlung (Schwarz Assorted Wholesale Foods). Lidl has since its opening in

1973 established itself in over 20 countries throughout Europe. The name Lidl is the surname of

46

a former business partner of Josef Schwarz's, Ludwig Lidl, a retired schoolteacher, and Josef's

son Dieter Schwarz bought the rights to the name from him for 1,000 German Marks, as he could

not use the name Schwarz Markt; schwarzmarkt means "black market". Lidl is part of the

Schwarz Group, the fifth-largest retailer in the world with sales of $82.4 billion (2011).

8. Aldi Einkauf GmbH & Co. oHG (Germany)

ALDI Einkauf GmbH & Companies, oHG, doing business as about this sound Aldi (help info)

(German pronunciation: [aldiː], short for Albrecht Discount), is a global discount supermarket

chain based in Germany.

The chain is made of two separate groups, Aldi Nord (North, which operates as Aldi Markt),

headquartered in Essen—and ALDI Süd (South, which operates as ALDI Süd), headquartered in

Mülheim an der Ruhr.The two operate independently, each within specific areas.

The individual groups were originally owned and managed by brothers Karl Albrecht and Theo

Albrecht. Karl Albrecht retains ownership of Aldi Süd, and with a personal wealth of €17.2

47

billion, is the richest man in Germany, while the co-owners of ALDI Nord, Berthold and Theo

Albrecht Jr., follow close behind at €16 billion. Dieter Schwarz, owner of Lidl and Kaufland

came in third, with a fortune of €11.5 billion.

9. Walgreen Co.( U.S.)

The Walgreen is the largest drug retailing chain in the United States. As of December 11, 2013,

the company operated 8,582 stores in all 50 states, the District of Columbia, Puerto Rico, and

Guam. It was founded in Chicago, Illinois, in 1901. Walgreens headquarters are in the Chicago

suburb of Deerfield, Illinois.

48

10.The Home Depot, Inc.( U.S)

The Home Depot is an American retailer of home improvement and construction products and

services.

It operates many big-box format stores across the United States.The company is headquartered at

the Atlanta Store Support Center in Cobb County, Georgia, in Greater Atlanta.

49

Research methodology

Details of Research:

Method used: survey method

Type of survey: Interview

Instrument used: Questionnaire

Sample size: 20

Data used: Both primary and secondary

Defining the research problem:

50

A researcher must find the problem and formulate it so that it becomes susceptible to research.

Like a medical doctor, a researcher must examine all the symptoms (observed by him)

concerning a problem before he can diagnose correctly.

And therefore, I have also defined the research problem i.e. consumer satisfaction, structure of

store division, consumer behavior etc.

Research methodology

Research methodology is the way to systematically solve the research problem . it may be understood as a science of studying to how research is done scientifically .In it we study the various step that are generally adopted by a researcher in studying his research problem along with the logic behind them .

In research methodology we not only talk of the research methods but also consider the logic behind the methods we use in the content of our research study and explain why we are using a particular method and why we are not using others so that research results are capable of being evaluated either by the researcher himself or by others.

Secondary data are those which have been collected by someone else and which have already been passed through the stastical process. There are several ways by which secondary data can be classified.

Research approach:

The research approach for the purpose is secondary research to collect the information.

Research Instruments:

I used direct observation data & survey as research instrument.

51

Survey Method:

The survey is a non-experimental, descriptive research method. Survey is used extensively in library and information science to asses’ attitude and characteristics of a wide range of subjects, from the quality of user-system interfaces to library user reading habit.

In a survey, researcher samples a population.

Types of survey:

Survey can be classified into two broad categories:-

1. Questionnaire: - It is usually paper and pencil instruments that the respondent

completes.

2. Interview: - It is completed by the interviewer based on the respondent says.

Sometimes, it is hard to tell difference between a questionnaire and an interview. For instance, some people think that Questionnaires always ask short closed ended questions while interviews always ask broad open ended ones. But you see Questionnaires with open ended questions (although they do tend to be shorter then in interviews) and there will often be a series of closed ended questions asked in an interview

Research design

In this project use expletory research design and for data collection fill-up the questioner from the customer satisfaction, survey of the retail market and some information collect by interview of the customer as well as staff of VISHAL MEGA MART and BIG BAZAAR.

Sampling:

I used random sampling because from a finite population refers to that method of sample selection which gives each of possible sample of combination an equal probability of being

52

picked up and each item in the entire population to have an equal chance of being included in the sample.

Sample design:

A sample design is a definite plan for obtaining a sample from a given population sample design may as well lay down the number of items to be to be included in the sample is the size of sample,

(I) Types of universe

The first step in developing any sample design is to clearly define the set of objects, technically called the universe to be studied. The universe is infinite as the number of customer is unlimited.

(ii) Sampling unit: A decision has to be taken concerning a sampling unit before selecting sample. Sampling unit may be a geographical one such as state, district, village, etc., or a construction unit such as house, flat, etc., or it may be a social unit such as family, club,school, etc., or it may be an individual. The researcher will have to decide one or more of such units that he has to select for his study.

(iii) Size of the samples

As the universe is infinite so the number of consumer will be limited. Hence sample size is of 20 consumers belong to various level of society.

Data collection:

Data is the key activity of marketing research. The design of the data collecting method is backbone of research design.

Data constitute the foundation of statistical analysis and interpretation. Hence the first step in statistical work is to obtain data.

Data is detained from two important sources, namely:

1. Primary data

2. Secondary data

Primary Data:

53

Primary data are gathered from the specific purpose or for a specific research project, consists of original information for the fulfillment of original objective.

When the data are required for the particular study can be found neither in the internal record of the enterprise nor in published source, in some cases it may become necessary to collect original data.

Primary data can be collected in four ways:-

1. Observation

2. Focus

3. Survey

4. Experiment

Secondary Data:

Secondary data are the data, which already exists somewhere. Secondary data provide starting point of research and after that the advantage of low cost and ready availability. Secondary data can be divided into two types:

1. Internal Data

2. External Data

When researcher use the data that has already been collected by other data is collected is called Secondary Data. Secondary data can be obtained from journals i.e. internal sources report. Government publications and books, professional bodies etc.

Internal data are reports and memos generated within an organization to facilitate its operations. External data are those specially produce for outside consumption.

Sources from which I have taken the secondary data are as under:

1. Direct observation

2. VISHAL and BIG BAZAAR website

3. C.R KOTHARI

4. Survey and customer data & report as well as staff of the store

54

Conclusion

After completing this research we come to know that BIG BAZAAR is ahead of VISHAL

MEGAMART because of its prime location and higher product range.

Advertising, consumer satisfaction is an important factor of getting sales promotion.

Both have conversed a large number of Indian retail market and have equal opportunities to spread its business in Indian market in upcoming times.

After viewing the company’s advertisement a significant proportion (40%) think of buying the company’s product.

55

Questionnaires

1. How often do you visit the store?

a. Once in a week

b. Twice in a week

c. Once in a month

d. Twice in month

e. Once in a year.

Result : from the survey it is concluded that maximum visit of respondent are twice in a

month.

56

Q2.Are you satisfied with the customer service offered?a. Goodb. Average c. To an extentd. Need to be improved.

57

Result: From the survey it is conducted that maximum number of respondent are assuming that the customer service offered here is average .

Q3. Main reason for coming to the store?

a. Value of money

b. Discount

c. Product range offered

d. Saving of time

58

Result : From the the survey it is conducted that maximum number of respondents are coming

to the store because it is near to their home.

Q4. Distance covered while coming to store?

a. 0-5 kms.

b. 5-10 kms.

c. 10-15 kms.

d. More than 15 kms.

59

Result : As per responses about 90 respondents stay 0-5 kms. From the store.

Q5. What medium of advertisement do you respond to?

a. Magazine

b. TV (local channel )

c. Local news paper

60

d. Radio

e. Relative /friends

f. Visuals

Result : From the survey it is conducted that maximum number of respondents

knows about the store through local newspaper.

6.How much ratting will you give to this store?

a. Average

b. Very good

c. Excellent

61

d. Can’t say

Result : As per responses about 23% respondents said that its rating is excellent.

Q7. Which section of the store does you like the most?

a. Food mart.b. Home ware.c. House hold.d. Kids.

62

e. Jewel mart.

Result : As per responses about 8 respondents like the house hold .

Q8.Where did you purchase before coming to this outlet

a. Local Karana’s shop

b. food world

63

c. Nilgiris

d . Hyper Markets, specify

e) Any other

Q9. What is the amount of expenditure you spend in this store each time?

a.Less than Rs. 1000 b. Rs. 1000 – Rs. 2000 c. Rs. 2000 – Rs. 3000 d. Rs. 3000 – Rs 4000 e. Rs. 4000 – Rs 5000 f. Rs. 5000 – Rs 6000 g. more than Rs. 6000

Q10. What can we do to make our store more appealing?

Limitation

64

I will have to really upon the information get from secondary sources and given

by respondents, which may not be fully true.

This study will be limited to only area of Modinagar and Kaushambi (Delhi-NCR)

It is only for short period of time.

The sample size is only 20 so the sample may not be truly representative of

Modinagar population.

Suggestion

65

Company need to spend a lot on advertising and promotion to create brand image

of its product.

Make frequent advertisement in both print and electronic media.

Making stalls in corporate melas like trade fair, may be beneficial to create brand

image of its product.

Need to provide additional offer and discount as per customer requirements.

Need to include varieties of similar item.

Provide more discount on FMCG products.

Provide better customer service .

Maintain proper display to create impulse .(it is assume that near about 70%of

sales comes from impulse marketing and if proper display is not maintained

impulse can not be created).

Better if we provide filtered information about VISHAL.

Bibliography

Books:

1.Kotler and Lane Keller (2012), Marketing management, United states, Pearson education

66

2. Kothari (2004) ,Research methodology, New Delhi , Bangalore , Chennai , cochin ,

Guwahati , Hyderabad , Jalandhar , Kolkata , Lucknow , Mumbai ,& Ranchi , New Age

International(p) Ltd

3. Dr.Harjit Singh (2009), Retail management, S. Chand& company ltd

ONLINE RESOURCE

1. https://plus.google.com/112112887113928597005/about?gl=in&hl=en

2. http://economictimes.indiatimes.com/vishal-retail-ltd/stocks/companyid-15509.cms

3. http://info.shine.com/company/Vishal-Retail-Ltd/1794.aspx

4. http://info.shine.com/company/Vishal-Retail-Ltd/1794.aspx

5. http://en.wikipedia.org/wiki/Big_Bazaar

67

68