researchproject (autosaved)

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DEPARTMENT OF MBA

RESEARCH METHODOLOGY PROJECT REPORT

A STUDY ON CUSTOMER SATISFACTION

AT BIG BAZAAR

SUBMITTED BY

RESHMARAVINDRAN

S2 MBA

ROLL NO: 30

SUBMITTED TO:

P.MADHU

FACULTY,

DEPT OF MBA.


2/19

ACKNOWLEDGEMENT

It is indeed a great opportunity for me to pen down a few lines about people towhom my acknowledgement is due.

It gives me immense pleasure to thank Mr. Augustine Nojan N J (Executive HR ,

Big Bazaar, Palakkad ) for providing me this opportunity to make this project.

I also thank all the respondents who supported me without their help project

completion was not possible.


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TABLE OF CONTENTS


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I NTRODUCT I ON

This project has been made on the research problem Customer Satisfactionat Big Bazaar .

The objective of this research is to identify the customer satisfaction level.This is a descriptive research study because this is based on the opinion of the customer over the products, store, discounts and the services offered .This is done through customer survey.

Interrogation through personal interview and questionnaire has been used

as a data collection technique. Pie charts were prepared and analyzed toreach the conclusions.

The survey includes information like satisfaction on products, shoppingenvironment, customer service and sales persons .

A customer survey can provide management with valuable input on bothshort term and long term decision making. It can offer strategic advantagesover the competition.


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I NDUSTRY

RETA I L I NG:

Retailing consists of the sale of goods or merchandise from a very fixedlocation, such as a department store, boutique or by mail, in small orindividual lots for direct consumption by the purchaser.

Retailing may include subordinated services, such as delivery. Purchasersmay be individuals or businesses.

A "retailer" buys goods or products in large quantitiesfrom manufacturers or importers, either directly or through a wholesaler,and then sells smaller quantities to the end-user.

RETAIL INDUSTRY IN INDIA:

The Indian retail industry is the fifth largest in the world. Comprising of organized and unorganized sectors, India retail industry is one of the fastestgrowing industries in India, especially over the last few years.

With growing market demand, the industry is expected to grow at a pace of 25-30% annually. The retail industry in India is currently growing at a greatpace and is expected to go up to US$ 833 billion by the year 2013

MAJOR RETAILERS IN INDIA:

y PANTALOONy TATA GROUPy

RPG GROUPy RELIANCEy AV BIRLA GROUP


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COMPANY PROF I LE:

Pantaloon Retail (India) Limited, is India s leading retailer that operatesmultiple retail formats in both the value and life style segment of the IndianConsumer market .Headquartered in Mumbai ,the company operates over 16million square feet of retail space, has over 1000 stores across 73 cities in Indiaand employs over 30,000 people.

The company s 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.

Pantaloons Retail is the flagship company of Future Group, a business group

catering to the entire Indian Consumption space.

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

India s leading business houses with multiple businesses spanning across the

consumption space.


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Group Vision:

Future Group shall deliver Everything, Everywhere, Every time for Every IndianConsumer in the most profitable manner.

Group 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 delivery formats, creating retail realty,making consumption affordable for all customer segments for classes and formasses.

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.


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RESEARCH METHODOLOGY

PURPOSE OF RESEARCH:

To identify the level of customer satisfaction

RESEARCH DESIGN:

Descriptive The research is done on the basis of structured questionnaire.The respondents were interviewed on one to one basis.

Sampling Method: Convenience sampling

Sample size: 50 customers of Big Bazaar.

Data collection Technique: Questionnaire.

Sources of data:

Primary data:

The data is collected through direct communication with respondents. Theinformation are obtained through questionnaire.

Secondary data:

The data is collected by secondary sources also. The data is collected throughcompany manual and company website.


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1) In a month how many times you visit big bazaar?

A )Ones B)Twice C)More Than Twice D)Occasionally.

Ones Twice More thantwice

Occasionally

In Number 11 8 13 18In % 22 16 26 36

22%

16%

26%

36%

customers visit to big bazaar

Ones

Twice

More than twice

Occasionally


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2) Brands and products availability in big bazaar is

A) Bad B) Fair C) Good D) Excellent

Bad Fair Good ExcellentIn Number 1 10 31 8In % 2 20 62 16

2%

20%

62%

16%

Brands & products availability at bigbazaar

Bad

Fair

Good

Excellent


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3) How is your overall shopping experience in big bazaar?

Bad

Fair

Good

Excellent

InNumber

1 13 22 14

In % 2 26 44 28

2%

26%

44%

28%

Overall shopping experience

Bad

Fair

Good

Excellent


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4) How do you feel about the discounts and offers in big bazaar?

A) Bad B)Fair C)Good D)Excellent


6%

34%

38%

22%

Discounts & Offers at big bazaar

Bad

Fair

Good

Excellent


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5) Product display and signage in the store is!

A) Bad B) Fair C) Good D)Excellent


0%

30%

56%

14%

Product display in the store

Bad

Fair

Good

Excellent


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6)How do you feel about the sales persons?



8%

24%

50%

18%

Opinion about the sales persons

Bad

Fair

Good

Excellent


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7) The quality of the product in the big bazaar is


Bad Fair Good ExcellentIn Number 4 20 18 8

In % 8 40 36 16

8%

40%

36%

16%

Quality of the product

Bad

Fair

Good

Excellent


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8) The hygiene maintained in the big bazaar is



0%

24%

48%

28%

Hygiene maintained in the shop

Bad

Fair

Good

Excellent


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9) How likely are you to recommend big bazaar to a friend or relative?


Bad Fair Good ExcellentIn Number 1 18 21 10

In % 2 36 42 20

2%

36%

42%

20%

Recommend about the shop to afriend

Bad

Fair

Good

Excellent


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10) How would you rate your overall satisfaction with us?

A)Very Satisfied B) Somewhat Satisfied C) Somewhat Dissatisfied D)Very Dissatisfied

Verysatisfied

Somewhatsatisfied

Somewhatdissatisfied

Verydissatisfied

In Number 22 23 5 0In % 44 46 10 0

44%

46%

10%

0%

overall satisfaction of the customer

Very satisfied

Somewhat satisfied

Somewhat dissatisfied

Very dissatisfied


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