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PROJECT REPORT
ON CONSUMER LOYALTY TOWARDS “BIG BAZAAR”
SUBMITTED BY,
MOHAMMED IJAS
0
DECLARATION
I Mohammed Ijas (Reg. No. 071490328) 3rd year BBM student
of Srinivas Institute of Management Studies, Mangalore hereby declare
that this project report entitled “Customers Loyalty Towards Big Bazaar” is
my original work and has not been previously formed for the basis for degree,
diploma, associate ship, or other similar titles.
This project report is prepared under the guidance and
supervision of Mrs. Annette Sonia Chetan, lecturer in Srinivas Institute of
Management Studies.
PLACE: Mohammed Ijas
DATE:
1
ACKNOWLEDGEMENT
At the outset, I would like to thank almighty and my parents who
have blessed me at every stage of this project work.
I am deeply indebted to Mangalore University and Dr. P.S. Aithal,
Principal of Srinivas Institute of Management Studies for granting
me the permission for carrying out the project work.
The successful and timely completion of this project work has only
been possible because of the valuable guidance and encouragement
rendered by my guide, Mrs. Annette Sonia Chetan, faculty SIMS. She was an
inspiration and foundation of encouragement that has enabled me in
achieving excellence in my project.
I would be failing in my duties if I do not thank Mr. Sathish, H.R.
Manager, Big Bazaar, Mangalore for granting me the permission to
carry out project and his valuable guidance and suggestions for this project
work.
I am also thankful to all the respondents for their cooperation and
support during data collection.
Mohammed Ijas.
2
TABLE OF CONTENT
Chapter Contents Page no.
1.
2.
3.
4.
5.
6.
7.
8.
INTRODUCTION
INDUSTRY PROFILE
ORGANISATION PROFILE
RESEARCH METHODOLOGY
ANALYSIS AND INTERPRETATION
FINDING, SUGESSTIONS AND
CONCLUSIONS
BIBLIOGRAPHY
ANNEXURE
08 – 20
21 – 29
30 – 43
44 – 49
50 – 72
73 – 77
78 – 79
80 - 84
3
INDEX OF TABLES
TABLE
NO.TABLE TITLE PAGE
NO.
1.1 Age of customers 51
2.1 Gender of customers 52
3.1 Marital status of customers 53
4.1 Loyalty of customers of Big Bazaar 54
5.1 Source of information of Big Bazaar 55
6.1 Frequency of visit to Big Bazaar 56
7.1 Frequency of purchase at Big Bazaar 57
8.1 Plan of customers to purchase 58
9.1 Customers preference of Big Bazaar over competitors 59
10.1 Customer visit Big Bazaar because 60
11.1 Customers prefer Big Bazaar because 61
12.1 Period of being customers of Big Bazaar 62
13.1 Rating of customers regarding quality 63
14.1 Rating of customers regarding customer service 64
15.1 Rating of customers regarding pricing factor 65
16.1 Rating of customers regarding variety of products 66
17.1 Rating of customers regarding discount and offers 67
18.1 Rating of customers regarding arrangement and display 68
4
19.1 Standards in terms of customer service in Big Bazaar 69
20.1 Customers repeatedly visit Big Bazaar because 70
21.1 Purchase made by customers with the opinion of 71
22.1 Preference of Big Bazaar as all time retail shop 72
INDEX OF CHARTS
5
CHART
NO.
CHART TITLE PAGE
NO.
1.1 Age of customers 51
2.1 Gender of customers 52
3.1 Marital status of customers 53
4.1 Loyalty of customers of Big Bazaar 54
5.1 Source of information of Big Bazaar 55
6.1 Frequency of visit to Big Bazaar 56
7.1 Frequency of purchase at Big Bazaar 57
8.1 Plan of customers to purchase 58
9.1 Customers preference of Big Bazaar over competitors 59
10.1 Customer visit Big Bazaar because 60
11.1 Customers prefer Big Bazaar because 61
12.1 Period of being customers of Big Bazaar 62
13.1 Rating of customers regarding quality 63
14.1 Rating of customers regarding customer service 64
15.1 Rating of customers regarding pricing factor 64
16.1 Rating of customers regarding variety of products 66
17.1 Rating of customers regarding discount and offers 67
18.1 Rating of customers regarding arrangement and display 68
19.1 Standards in terms of customer service in Big Bazaar 69
6
20.1 Customers repeatedly visit Big Bazaar because 70
21.1 Purchase made by customers with the opinion of 71
22.1 Preference of Big Bazaar as all time retail shop 72
7
INTRODUCTION
CUSTOMER LOYALTY
Customer loyalty describes the tendency of a customer to choose
one business or product over another for a particular need. In the packaged
goods industry, customers may be described as being "brand loyal" because
8
they tend to choose a certain brand of soap more often than others do. Note the
use of the word "choose" though; customer loyalty becomes evident when
choices are made and actions taken by customers. Customers may express high
satisfaction levels with a company in a survey, but satisfaction does not equal
loyalty. Loyalty is demonstrated by the actions of the customer; customers can
be very satisfied and still not be loyal.
Customer Loyalty has become a catch-all term for the end result of
many marketing approaches where customer data is used. You can say
Relationship Marketing or Database Marketing or Permission Marketing or
CRM, and what you are really talking about is trying to increase customer
loyalty - getting customers to choose to buy or visit more. Increased customer
loyalty is the result, the desired benefit of these programs. All of the above
approaches have two elements in common - they increase both customer
retention and the Lifetime Value of customers.
Customer loyalty is the result of well-managed customer retention
programs; customers who are targeted by a retention program demonstrate
higher loyalty to a business. All customer retention programs rely on
communicating with customers, giving them encouragement to remain active
and choosing to do business with a company.
Customer loyalty can be achieved in some cases by offering a
quality product with a firm guarantee. Customer loyalty is also achieved
9
through free offers, coupons, low interest rates on financing, high value trade-
ins, extended warranties, rebates, and other rewards and incentive programs.
The ultimate goal of customer loyalty programs is happy customers who will
return to purchase again and persuade others to use that company's products or
services. This equates to profitability, as well as happy stakeholders.
Customer loyalty may be a one-time program or incentive, or an
ongoing group of programs to entice consumers. Buy-one-get-one-free
programs are very popular, as are purchases that come with rebates or free gifts.
Another good incentive for achieving customer loyalty is offering a risk free
trial period for a product or service. Also known as brand name loyalty, these
types of incentives are meant to ensure that customers will return, not only to
buy the same product repeatedly, but also to try other products or services
offered by the company.
For example, let us say you look at your most loyal customers and
find on average they buy or visit at least once every 30 days. Therefore, you
begin tracking these customers, and discover 20% of them "skip" their 30-day
activity. In addition, 90% of the 20% who skip never come back. You are
watching the erosion of customer loyalty right before your eyes. In addition, it
is too late to do anything about it, because they are already gone. You will
waste a tremendous amount of money trying to get them back. You have to
develop a way to identify high loyalty customers who are at risk, and take
10
action before they leave you.
Diagrammatic Representation of Customer Loyalty
DEFINITIONS
Customer Loyalty can be defined as, “Feelings or attitudes that
incline a customer either to return to a company, shop or outlet to purchase
there again, or else to re-purchase a particular product, service or brand”.
Customer loyalty is defined as, “when an organization receives the
ultimate reward for the way it interacts with its customers. Loyal customers buy
more, buy longer and tell more people - that's true customer loyalty".
11
According to “www.prenhall.com”, customer’s loyalty is defined
as, “Intended to reward a retailer's best customers, the ones with whom it wants
to form long-lasting relationships”.
According to “ecommerce.etsu.edu/Glossary.htm” customer’s
loyalty is defined as, “The degree of a customer staying with a specific vendor
or brand”.
IMPORTANCE OF CUSTOMERS LOYALTY
Purchase your products and services again and again over time
Increase the volume of their purchases
Buy beyond traditional purchases, across product lines
Refer your company's products and services to others
Become immune to the pull of the competition
Give your company the benefit of the doubt when something goes wrong.
It costs 7-10 times more to recruit a new customer than to keep an
existing one.
A gain in customer loyalty of only 5% can lift lifetime profits per
customer by as much as 95%
An increase in loyalty of just 2% is, in some sectors, equivalent to a 10%
12
cost reduction.
CUSTOMER
A customer is the most important person in any business
A customer is not dependent upon us. We are dependent upon him.
A customer is not an interruption of our work. He is the sole purpose of
it.
A customer does us a favour when he comes in. We aren't doing him a
favour by waiting on him.
A customer is an essential part of our business--not an outsider.
A customer is not just money in the cash register. He is a human being
with feelings and deserves to be treated with respect.
A customer is a person who comes to us with his needs and his wants. It
is our job to fill them.
A customer deserves the most courteous attention we can give him. He is
the lifeblood of this and every business. He pays your salary. Without
him, we would have to close our doors. Don't ever forget it.
LEVELS OF CUSTOMERS
Dissatisfied customer: - Looking for someone else to provide product or
service.
13
Satisfied customer: - Open to the next better opportunity.
Loyal customer: - Returns despite offers by the competition
ADVANTAGES OF CUSTOMER LOYALTY
Customer satisfaction is not an end in itself; it is a means to an end.
And that end is customer loyalty
Distinction between satisfaction and loyalty is important because
"satisfied" or "neither satisfied nor dissatisfied" customers can be easily
lured away by competitors. .
Customer loyalty is so important because of its tremendous effect on
sales and profits.
When loyalty increases, marketing investments become more
efficient. Increasing customer retention by five percent can raise profits
by 50 percent or more.
Loyal customers are also worth more than transients.
In marketing, nothing is worth more than high loyalty.
DISADVANTAGES OF CONSUMER LOYALTY
14
No proper maintenance of customer loyalty.
Maintaining customer loyalty is expensive.
Customer retention is difficult task.
No updation of address and contact details of loyal customers.
Dissatisfaction of customers because of poor service rendered, quality
of products etc.
LOYALTY
In today’s competitive markets, organizations must deliver a
meaning that captures the heart and soul of their customers. Loyalty has to be
driven by a deep connection between customers and their suppliers-not some
feudalistic allegiance or obligation that is founded on inequality between
organizations and their buyers. It is the serious misunderstanding of the loyalty
concept among managers and senior executives, which has been responsible for
the many misguided strategies that have been devised in the name of securing
customer loyalty. Whether you are the leader of a country or a company, loyalty
has to be earned.
DEFINITION
15
Loyalty can be defined as, “The act of binding yourself (intellectually or
emotionally) to a course of action; "his long commitment to public service";
"they felt no loyalty to a losing team"”.
CUSTOMER RETENTION
Customer Retention is the activity that a selling organization
undertakes in order to reduce customer defections. Successful customer
retention starts with the first contact an organization has with a customer and
continues throughout the entire lifetime of a relationship. A company’s ability
to attract and retain new customers, is not only related to its product or services,
but strongly related to the way it services its existing customers and the
reputation it creates within and across the marketplace.
Customer retention is more than giving the customer what they
expect; it is about exceeding their expectations so that they become loyal
advocates for your brand. Creating customer loyalty puts ‘customer value rather
than maximizing profits and shareholder value at the centre of business
strategy’. The key differentiator in a competitive environment is more often
than not the delivery of a consistently high standard of customer service.
16
Diagrammatic Representation of Customer Retention
DEFINITION
According to ‘en.wikipedia.org’, Customer Retention can be
defined as, “the activity that a selling organization undertakes in order to reduce
customer defections”.
According to ICLP – the global loyalty-marketing agency
Customer Retention is defined as, “an imperative in modern business and a
17
strategy whose objective is to keep a company’s customers and to retain their
revenue contribution. Primarily it aims to prevent customers from defecting to
alternative brands / going to the competition”.
BENEFITS OF CUSTOMERS RETENTION
Possibility of repeat business
This is probably the most obvious advantage of customer retention.
Effective services that lead to customer satisfaction will make your customer
coming back to you again, thus giving you repeat business. Repeat business is a
win-win proposition for the business / service provider and the customer. The
business reduces the cost of customer acquisition, while the customer reduces
the cost of finding a reliable vendor and thus saves on costs associated with
switching vendors.
Reduced costs for customer acquisition
Acquiring a customer has certain associated costs. These include the
costs associated with advertising, following up, sales demos, travel and meeting
costs etc. Having a repeat customer means that the customer is already aware of
your processes and can predict a certain quality of output, thus minimizing the
costs involved in new customer acquisition. Having a repeat customer also has
18
the potential to open up another channel to advertise your business – word of
mouth. Word of mouth advertising / recommendations are perhaps the most
important outcome of having a satisfied customer.
Fostering greater interaction between business and customer
Today’s markets are increasingly moving away from mass produced
standard products and services, towards a more customized market, where
products and services are tailored to meet customers’ specific requirements.
Having a repeat customer is an opportunity for you to build a more focused
relationship based on your customers’ specific needs and requirements. Being
ensured of having a customer who comes back, you have more confidence to
suggest improvements, provide insights to better understand their needs and
consequently design products and services that are relevant. Having a repeat
business also provides an opportunity for the buyer and the seller to co-create
products and services.
Having more delighted customers
Effective customer retention strategies allow you to move from the
zone of customer satisfaction to customer delight. Studies have shown that
customer delight is achieved only when there is a perfect synergy between the
buyer and seller – when the seller understands exactly what the buyer needs and
the buyer understands what the seller can deliver exactly what he needs. If you
19
are able to delight your customers, you have better chances of them coming
back to you, since they now know why you are different from the rest of
competition.
20
INDUSTRY PROFILE
21
INTRODUCTION
Almost everything we use in our daily lives including the food we
eat, the cloths we wear, and the things we need for our homes or for ourselves
are brought from retail stores. Goods are manufactured all over the world but
are ultimately sold to us through these retail stores. Retailing consists of the sale
of goods or merchandise from a very 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 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.
MEANING OF RETAIL
Retailing consists of all activities involved in the marketing of
goods and services directly to customers for their personal, family or household
22
use. A retailer is any business organization that devices more than half of its
sales retailing. In simple words retail can be said as the sale of goods or to sell
the goods in small quantities directly to customers in retail quantities or at retail
prices.
DEFINITION
According to ‘en.wikipedia.org’, Retail can be defined as,
“Retailing 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 quantities
directly to final consumers”
THE INDIAN RETAIL INDUSTRY
The Indian retail industry is the fifth largest in the world.
Comprising of organized and unorganized sectors, India retail industry is one of
the fastest growing industries in India, especially over the last few years.
Though initially, the retail industry in India was mostly unorganized, however
with the change of tastes and preferences of the consumers, the industry is
getting more popular these days and getting organized as well. With growing
market demand, the industry is expected to grow at a pace of 25-30% annually.
The India retail industry is expected to grow from Rs. 35,000 Crore in 2004-05
to Rs. 109,000 Crore by the year 2010.
23
GROWTH OF RETAIL COMPANYIES IN INDIA
Growth of Retail Companies in India exhibits the boom in the retail
industry in India over the years. The increases in the purchasing power of the
Indian middle classes and the influx of the foreign investments have been
encouraging in the Growth of Retail Companies in India.
Growth of Retail Companies in India is still not yet in a matured
stage with great potentials within this sector still to be explored. Apart from the
retail company like Nilgiri's of Bangalore, most of the retail companies are
sections of other industries that have stepped in the retail sector for a better
business. The Growth of Retail Companies in India is most pronounced in the
metro cities of India; however, the smaller towns are also not lagging behind in
this. The retail companies are not only targeting the four metros in India but
also is considering the second graded upcoming cities like Ahmedabad, Baroda,
Chandigarh, Coimbatore, Cochin, Ludhiana, Pune, Trivandrum, Simla,
Gurgaon, and others. The South Indian zone have adopted the process of
shopping in the supermarkets for their daily requirements and this has also been
influencing other cities as well where many hypermarkets are coming up day to
day.
24
THE FUTURE OF RETAIL INDUSTRY IN INDIA
The retail industry in India is currently growing at a great pace and
is expected to go up to US$ 833 billion by the year 2013. It is further expected
to reach US$ 1.3 trillion by the year 2018 at a CAGR of 10%. As the country
has got a high growth rates, the consumer spending has also gone up and is also
expected to go up further in the future. In the last four year, the consumer
spending in India climbed up to 75%. As a result, the India retail industry is
expected to grow further in the future days. By the year 2013, the organized
sector is also expected to grow at a CAGR of 40%.
CHALLENGES FACED BY RETAIL INDUSTRY IN INDIA
The tax structure in India favours small retail business
Lack of adequate infrastructure facilities
High cost of real estate
Dissimilarity in consumer groups
Restrictions in Foreign Direct Investment
Shortage of retail study options
Shortage of trained manpower
Low retail management skill
25
RETAIL FORMATS IN INDIA
Supermarkets: These are large self-servicing outlets offering products
from a variety of categories.
Mom-and-pop stores : They are family owned business catering to small
sections; they are individually handled retail outlets and have a personal
touch.
Departmental stores : They are general retail merchandisers offering
quality products and services.
Convenience stores : They are located in residential areas with slightly
higher prices goods due to the convenience offered.
Shopping malls : The biggest form of retail in India, malls offers
customers a mix of all types of products and services including
entertainment and food under a single roof.
E-trailers : These are retailers providing online buying and selling of
products and services.
Discount stores : These are factory outlets, which give discount on the
MRP.
Vending : it is a relatively new entry, in the retail sector. Here beverages,
snacks and other small items can be bought via vending machine.
26
Category killers : These are small specialty stores, which offer a variety of
categories. They are known as category killers as they focus on specific
categories, such as electronics and sporting goods. These are also known
as Multi Brand Outlets or MBO's.
Specialty stores : They are retail chains dealing in specific categories and
provide deep assortment. Mumbai's Crossword Book Store and RPG's
Music World is a couple of examples.
MAJOR RETAILERS IN INDIA
Pantaloon:
Pantaloon is one of the biggest retailers in India with more than 450
stores across the country. Headquartered in Mumbai, it has more than 5 million
sq. ft retail space located across the country. It's growing at an enviable pace
and is expected to reach 30 million sq. ft by the year 2010. In 2001, Pantaloon
launched country's first hypermarket ‘Big Bazaar’. It has the following retail
segments:
Food & Grocery: Big Bazaar, Food Bazaar
Home Solutions: Hometown, Furniture Bazaar, Collection-i
Consumer Electronics: e-zone
Shoes: Shoe Factory
27
Books, Music & Gifts: Depot
Health & Beauty Care: Star, Sitara
E-tailing: Futurebazaar.com
Entertainment: Bowling Company
Tata Group:
Tata group is another major player in Indian retail industry with its
subsidiary Trent, which operates Westside and Star India Bazaar. Established in
1998, it also acquired the largest book and music retailer in India ‘Landmark’ in
2005. Trent owns over 4-lakh sq. ft retail space across the country.
RPG Group:
RPG Group is one of the earlier entrants in the Indian retail market,
when it came into food & grocery retailing in 1996 with its retail Foodworld
stores. Later it also opened the pharmacy and beauty care outlets ‘Health &
Glow’.
Reliance Group:
Reliance is one of the biggest players in Indian retail industry. More
than 300 Reliance Fresh stores and Reliance Mart are quite popular in the
Indian retail market. It is expecting its sales to reach Rs. 90,000 crores by 2010.
28
AV Birla Group:
AV Birla Group has a strong presence in Indian apparel retailing. The
brands like Louis Phillipe, Allen Solly, Van Heusen, and Peter England are
quite popular. It is also investing in other segments of retail. It will invest Rs.
8000-9000 crores by 2010.
29
COMPANY PROFILE
30
FUTURE GROUP
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. 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 12 million square feet of retail space in over 71 cities and towns
and 65 rural locations across India. The group owns several leading formats
including Pantaloons, Big Bazaar, Food Bazaar, Home Town, eZone and
Central. Pantaloon Retail was awarded the International Retailer of the Year -
2007, by the US-based National Retail Federation, the largest retail trade
association and the Emerging Market Retailer of the Year 2007 at the World
Retail Congress in Barcelona.
Future Group believes in developing strong insights on Indian
consumers and building businesses based on Indian ideas, as espoused in the
group's core value of 'Indian ness'. The group's corporate credo is, 'Rewrite
rules, Retain values’. The group’s speciality retail formats include supermarket
chain - Food Bazaar, sportswear retailer - Planet Sports, electronics retailer -
eZone, home improvement chain -Home Town and rural retail chain - Aadhaar,
31
among others. It also operates popular shopping portal -www.futurebazaar.com.
PANTALOON RETAIL (India) Ltd.
Pantaloon Retail (India) Limited, is India’s 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 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. Some of its other formats include Brand
Factory, Blue Sky, 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 company’s value retail business, led by its
format divisions, Big Bazaar 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 retail space of over 6 million square feet. As a focussed entity
32
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.
BIG BAZAAR
Big Bazaar is not just another hypermarket. It caters to every
need of your family. Where Big Bazaar scores over other stores is its value for
money proposition for the Indian customers.
At Big Bazaar, you will definitely get the best products at the best
prices - that is what we guarantee. With the ever-increasing array of private
labels, it has opened the doors into the world of fashion and general
merchandise including home furnishings, utensils, crockery, cutlery, sports
goods and much more at prices that will surprise you. In addition, this is just the
beginning. Big Bazaar plans to add much more to complete your shopping
experience.
The company operates 122 Big Bazaar stores 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
33
and shape the growth of modern retail in India.
Big Bazaar has no doubt made a big name in the retail industry
of India. Moreover shopping here are further made a memorable experience
with the varied rates of discounts on products as well as discount vouchers
available in a variety of amounts, like INR 2000, INR 3000, INR 4000, INR
5000 and INR 10000 on all Big Bazaar products and accessories.
THE VARIETY PRODUCT RANGE IN BIG BAZAAR:
This large format store comprise of almost everything required by
people from different income groups. It varies from clothing and accessories for
all genders like men, women and children, playthings, stationary and toys,
footwear, plastics, home utility products, cosmetics, crockery, home textiles,
luggage gift items, other novelties, and also food products and grocery. The
added advantage for the customers shopping in Big Bazaar is that there are all
time discounts and promotional offers going on in the Big Bazaar on its saleable
products.
THE SIGNIFICANT FEATURES OF BIG BAZAAR:
Shopping in the Big Bazaar is a great experience as one can find
almost everything under the same roof. It has different features, which caters all
the needs of the shoppers. Some of the significant features of Big Bazaar are:
34
The Food Bazaar or the grocery store with the department selling fruits and
vegetables
There is a zone specially meant for the amusement of the kids
Furniture Bazaar or a large section dealing with furniture’s
Electronics Bazaar or the section concerned with electronic goods and
cellular phones
FutureBazaar.com or the online shopping portal which makes shopping
easier as one can shop many products of Big Bazaar at the same price from
home
Well regulated customer care telecalling services
BOARD OF DIRECTORS
Mr. Kishore Biyani, Managing Director
Mr. Gopikishan Biyani, Whole time Director
Mr. Rakesh Biyani, Whole time Director
Mr. Ved Prakash Arya Director, Operations & Chief Operating Officer
Mr. Shailesh Haribhakti, Independent Director
Mr. S Doreswamy, Independent Director
Dr. D O Koshy, Independent Director
35
Ms. Anju Poddar, Independent Director
Ms. Bala Deshpande, Independent Director
Mr. Anil Harish, Independent Director
BIG BAZAAR, MANGALORE
A 32,000 square feet of shopping area and 160000 products-
indeed a treat to shoppers! That is what Mangalore's first Big Bazaar outlet
offers. From crockery, grocery to furniture made available under one roof, the
country's leading discount market opened its outlet in the Barath Mall at
KSRTC bus stand in Bejai on Friday April 21, 2006. The fourth Bazaar in
Karnataka, Mangalore's Big Bazaar is the sixth in South India and 27th in India.
A delight to avid shoppers, the hypermarket has the widest range of
products in every category including toys and gifts, fresh fruits and vegetables,
spices, food and grocery diary products, music cassettes and CDs and much
more. The store is a support to the homemaker’s constant effort to save the
maximum, while giving the best to the family.. The Big Bazaar also has a food
bazaar within the store and household items such as grains and provisions, fruits
and vegetables, confectionery, drinks and beverages, kitchen products and ready
to cook and ready to eat products are made available. All products will be
available at prices lower than maximum retail price (MRP) often up to 60 per
cent discount. In addition to this various offers, discounts and promotions will
36
be regularly held at the store. The Mangalore Big Bazaar has 109 employees
which can be divided as follows,
1- Operation Manager.
3- Assistant Store Manager.
1- Department Manager.
6- Assistant Department Manager.
10- Team Leaders.
Rest are Operation Team and Back End Support Group
37
ORGANISATION STUCTURE
BACK END SUPPORT
38
OPERATION MANAGER
ASSISTANT STORE MANAGER
TRAINEE ASSISTANT STORE MANAGER
DEPARTMENT MANAGER
DEPARTMENTDATRAINEE DEPARTMENT MANAGER
ASSISTANT DEPARTMENT MANAGER
TEAM LEADER
OPERATION TEAM
The back end supporters of Big Bazaar are,
Cashiers
Logistics
Visual Merchandising
Human Resource
Administration
Maintenance
Information Technology
Customer Service Desk
MAJOR ACHIVEMENTS OF BIG BAZAAR
CNBC Awaaz Consumer Awards 2009
Most Preferred Multi Product Chain - Big Bazaar
Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar
Coca-Cola Golden Spoon Awards 2009
Most Admired Food & Grocery Retailer Of The Year
Indian Retail Forum Awards 2008
Best Retailer Of The Year ( Hypermarket) - Big Bazaar
Coca-Cola Golden Spoon Awards 2008
Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big
39
Bazaar
Most Admired Food & Grocery Retailer of the Year - Consumer's
Choice: Big Bazaar
Images Retail Awards 2007
Most admired retailer of the year: Large format, multi product store: Big
Bazaar
PC World Indian Website Awards 2007
Best Indian Website in The Shopping Category - Futurebazaar.com
Reader’s Digest Trusted Brands Platinum Awards 2007
Trusted Brands Platinum Award (Supermarket Category) – Big Bazaar
Images Retail Awards 2006
Best Value Retail Store – Big Bazaar
Best Retail Destination – Big Bazaar
Readers’ Digest Awards 2006
Platinum Trusted Brand Award - Big Bazaar
CNBC Awaaz Consumer Awards 2006
Most Preferred Large Food & Grocery Supermarket – Big Bazaar
Images Retail Awards 2005
Big Bazaar-Retailer of the Year(Value Retailing)
40
MILE STONES OF COMPANY
1987:
Company incorporated as Manz Wear Private Limited. Launch of
Pantaloons trouser, India’s first formal trouser brand.
199 l:
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 franchisee format
launched across the nation. The company starts the distribution of
branded garments through multi-brand retail outlets across the nation.
1995:
John Miller – Formal shirt brand launched.
1997:
Company enters modern retail with the launch of the first 8000 square
feet store, Pantaloons in Kolkata.
2001:
41
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 - India’s first seamless mall is launched in Bangalore.
2005:
Group moves beyond retail, acquires stakes in Galaxy Entertainment,
Indus League Clothing and Planet Retail.
2006:
Future Capital Holdings, the company’s financial is formed to manage
over $1.5 billion in real estate, private equity and retail infrastructure
funds. Plans forays into retailing of consumer finance products.
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.
42
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 India’s most popular shopping portal.
2008:
Future Capital Holdings becomes the second group company to make a
successful 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
43
RESEARCH
METHODOLOGY
\
Research methodology
44
Before starting any research, a preliminary plan has to drawn out;
this chapter presents a clear idea of research methodology. The level of research
conducted depending upon proper sampling, collection of data, keen
observation of the existing conditions, classification and interpretation of data
and at the end, suggestions and conclusion.
Title of study
“CUSTOMER LOYALTY TOWARDS BIG BAZAAR”
Objectives of study
Primary Objective
1. To find how consumers are loyal to the store.
2. To find whether the consumers are satisfied or not
Secondary Objective
1. To find how often they purchase
2. To find why do they prefer Big Bazaar.
45
Scope of the study
1. Study deals with the loyalty of consumers.
2. Study helps to understand how much a consumer is aware about the
company.
3. The study helps to know about the relationship between the company and
its customers.
4. The study helps to know about the consumer satisfaction.
5. The study helps the company to know about the preferences of customers.
6. The study helps the company to understand the rating of customers
regarding quality, price, and variety of products, customer service,
discounts and offers and arrangement and display of products.
Location of the study
The location of the study is at Big Bazaar Branch, Mangalore.
Sample design
The respondents of the study are customers of big bazaar.
Therefore, the data collected is flexible enough to get information about loyal
customers. The sample is randomly selected.
46
Sampling size
It refers to the number of customers to be selected from the
universe to constitute a sample size. The sample size considered for this study is
75 different customers of big bazaar.
Sampling method
Simple random sampling
The sampling size is selected randomly. This type of sampling is
also known as chance sampling or probability sampling where every customer
has equal chance of inclusion in the sample. In case of the study in big bazaar
the method used is simple random sampling.
Tools of analysis
The study was made on 75 customers of big bazaar and the data
was displayed in percentages and depicted in the form of tables and charts like
bar graph, pie chart etc...
Data collection method
The information collected was through the means of equal
contribution of primary as well as secondary sources.
47
Primary sources
A field of study was conducted and information was collected from 75
customers of big bazaar, which includes the age group from 15 to 60 and
above.
Questionnaire is a part of the primary method, it is used to know the
customers loyal rate towards big bazaar. The questions asked in
questionnaire was very specific and to the point and never deviated from
topic
Interaction with customers
Personal observation
Secondary sources
It is an alternative source used for conducting data i.e. from
Internet
Marketing related textbooks
Brochures
Company’s annual report and records
Limitation of study
48
The customers above the age group of 60 were not willing to fill the
questionnaire.
The available time for the study is limited.
The customers found it difficult to fill the questionnaire in between of
their purchases.
Customers prefer only to select an option and avoid mentioning
comments.
49
ANALYSIS AND
INTERPRETATION
1. Age of customers
50
Particulars No. of respondents Percentage
15 – 25 50 66.67
26 – 40 17 22.67
41 – 60 08 10.67
60 and above 0 0
Table 1.1
15 - 25
26 - 40
41 - 60
61 and above
0 10 20 30 40 50 60 70
66.67
22.67
10.67
0
AGE
Percentage
Age
Figure 1.1
From the above graphical representation 1.1, we can see that most
of the customers are aged from 15 – 25 (66.67%), that means most of the
customers are teenagers.
51
2. Gender of customer
Particulars No. of respondents Percentage
Male 47 62.67
Female 28 37.33
Table 2.1
MALE
FEMALE
0 10 20 30 40 50 60 70
62.67
37.33
GENDER
Percentage
Gen
der
Figure 2.1
From the above figure 2.1, we can notice that most of the
customers are male (62.67%) compared to female (37.33%).
52
3. Marital status of customers
Particulars No. of respondents Percentage
Single 53 70.67
Married 22 29.33
Table 3.1
SINGLE
MARRIED
0 10 20 30 40 50 60 70 80
70.67
29.33
MARITAL STATUS
Percentage
Mar
ital s
tatu
s
Figure 3.1
Here in this graphical representation 3.1, we can notice that most of
the customers as we noticed in age table are teenager’s therefore, here we can
notice that the unmarried customers (70.67%) is more compared to married
customers (29.33%)
53
4. Loyalty of customers of Big Bazaar
Particulars No. of respondents Percentage
Yes 49 65.33
No 26 34.67
Table 4.1
65.33
34.67
YESNO
Figure 4.1
Figure 4.1, shows the loyalty of customers where we can notice
that most of the customers (65.33%) are satisfied and repeatedly visiting to the
store to the store.
54
5. Source of information of Big Bazaar
Particulars No. of respondents Percentage
Media 27 36
Friends 38 50.67
Family 10 13.33
Others 0 0
Table 5.1
Media
Friends
Family
Others
0 10 20 30 40 50 60
36
50.67
13.33
0
SOURCE OF INFORMATION
Percentage
Sour
ce o
f inf
orm
atio
n
Figure 5.1
From the above 5.1, we can say that most of the customers are
aware of the store through friends (50.67%), and then from media (36%) and
only 13.33% of customers are aware from family.
6. Frequency of visit to Big Bazaar
55
Particulars No. of respondents Percentage
Daily 04 5.33
Once in a week 19 25.33
Twice a week 07 9.33
Once in fortnight 11 14.67
Once in month 34 45.33
Table 6.1
Daily Once in a week
Twice a week Once in fortnight
Once in month
0
5
10
15
20
25
30
35
40
45
50
5.33
25.33
9.33
14.67
45.33
VISITING
Days
Percen
tage
Figure 6.1
From the above graphical representation 6.1, we can notice that
most of the customers (45.33%) visit store once in a month and around 25.33%
customers visit once in a week.
56
7. Frequency of purchases at Big Bazaar
Particulars No. of respondents Percentage
Daily 02 2.67
Weekly 12 16
Fortnightly 09 12
Monthly 52 69.33
Table 7.1
Daily
Weekly
Fortnightly
Monthly
0 10 20 30 40 50 60 70
2.67
16
12
69.33
PURCHACING
Percentage
Day
s
Figure 7.1
Above figure 7.1, reveals that most of the customers purchase
monthly (69.33%), 16% and 12% of customers purchase weekly and fortnightly
respectively.
8. Plan of customers to purchase
57
Particulars No. of respondents Percentage
Plan with certain budget 31 41.33
Plan without thinking of price 13 17.33
Without planning 31 41.33
Table 8.1
41.33
17.33
41.33
Plan with certain budget Plan without thinking of priceWithout planning
Figure 8.1
From the above graphical representation 8.1, we can notice that
41.33% of customers plan purchase with certain budget, and again 41.33% of
customers plan purchase without thinking of price and only 17.33% of
customers purchase without any planning.
58
9. Customers preference of Big Bazaar over competitors
Particulars No. of respondents Percentage
Yes 25 33.33
No 18 24
Can’t say 32 42.67
Table 9.1
YES
NO
CAN'T SAY
0 5 10 15 20 25 30 35 40 45
33.33
24
42.67
PREFER OVER OTHER SHOPS
Percentage
Pre
fera
nce
Figure 9.1
From the above graph 9.1, we can see that customers are not sure
about preference over the competitors and they are unable to tell about it. In
addition, we can see that around 42.67% people opted for can’t say and rest
33.33% and 24% are yes and no respectively.
59
10. Customers visit Big Bazaar because
Particulars No. of respondents Percentage
To make purchase 43 57.33
Just for window shopping 27 36
Any other 05 6.67
Table 10.1
57.3336
6.67
Make purchaseWindow shoppingAny other
Figure 10.1
From the above figure 10.1, we can notice that 57.33% customers
visit store for purchasing and 36% of customers visit just for window-shopping
and only 6.67% customer’s visit just for time pass.
60
11. Customers prefer Big Bazaar because
Particulars No. of respondents Percentage
Good customer service 17 22.67
Reasonable prices 23 30.67
Quality products 24 32
Location 10 13.33
Any other 01 1.33
Table 11.1
Good customer service
Reasonable prices
Quality product
Location
Any other
0 5 10 15 20 25 30 35
22.67
30.67
32
13.33
1.33
PREFER BECAUSE
Percentage
Pre
fera
nce
Figure 11.1
Here in this graphical representation 11.1, clearly states why
customers mostly visit Big Bazaar. Here in this table we can see that 32% of
customers visit because of quality product and other two reasons why customers
prefer Big Bazaar because of reasonable price and good customer service i.e.
30.67% and 22.67% respectively.
61
12. Period of being customers of Big Bazaar
Particular No. of respondents Percentage
From 1 month 02 2.67
From 6 months 08 10.67
From 1 year 19 25.33
From 2 years 28 37.33
From commencement year 18 24
Table 12.1
From 1 month
From 6 months
From 1 year
From 2 year
From commencement
0 5 10 15 20 25 30 35 40
2.67
10.67
25.33
37.33
24
PERIOD OF BEING CUSTOMERS
Percentage
Yea
r
Figure 12.1
From the above figure 12.1, we clearly get the detail about people
of sample being customer of Big Bazaar. Here we can notice that 37.33% of the
peoples are being customers from 2years and 25.33% and 24 % are from 1year
and year of commencement respectively.
62
13. Rating of customers regarding quality
Particulars No. of respondents Percentage
Very good 08 10.67
Good 41 54.67
Average 23 30.67
Below average 0 0
Poor 03 4
Table 13.1
Very good Good Average Below average Poor0
10
20
30
40
50
60
10.67
54.67
30.67
04
QUALITY
Rate
Per
cen
tage
Figure 13.1
Here in this graph 13.1, we can see that 54.67% customers say that
the quality is good, 30.67% customers say its average, and only 10.67%
customers say it is very good but some dissatisfied customers say it is poor.
63
14. Rating of customers regarding customer service
Particulars No. of respondents Percentage
Very good 21 28
Good 37 49.33
Average 14 18.67
Below average 01 1.33
Poor 02 2.67
Table 14.1
Very good Good Average Below average Poor0
10
20
30
40
50
60
28
49.33
18.67
1.33 2.67
CUSTOMER SERVICE
Rate
Per
cen
tage
Figure 14.1
From the above graph 14.1, it is clear that customer service is good
according to the 49.33% of customers and 28% customers says its very good
and 18.67% customers say its average and 1.33% and 2.67% of dissatisfied
customers say its below average and poor respectively.
64
15. Rating of customers regarding price factor
Particulars No. of respondents Percentage
Very good 08 10.67
Good 30 40
Average 31 41.33
Below average 05 6.67
Poor 01 1.33
Table 15.1
Very good Good Average Below average Poor0
5
10
15
20
25
30
35
40
45
10.67
40 41.33
6.671.33
PRICING FACTOR
Rate
Per
cen
tage
Figure 15.1
Here in this figure 15.1, 41.33% of customers rate average and
40% of customers rate good and 10.67% of customer’s rate very good and
6.67% and 1.33% of customer’s rate below average and poor for price factor.
65
16. Rating of customers regarding variety of products
Particulars No. of respondents Percentage
Very good 16 21.33
Good 45 60
Average 12 16
Below average 01 1.33
Poor 01 1.33
Table 16.1
Very good Good Average Below average Poor0
10
20
30
40
50
60
70
21.33
60
16
1.33 1.33
VARIETY OF PRODUCTS
Rate
Per
cen
tage
Figure 16.1
From the above figure 16.1, we can say that 60% of customers
prefer as good and 21.33% and 16% of customers prefer as very good and
average respectively, and 1.33% of customers prefer for both below average and
poor respectively for variety of products.
66
17. Rating of customers regarding discounts and offers
Particulars No. of respondents Percentage
Very good 17 22.67
Good 34 45.33
Average 22 29.33
Below average 01 1.33
Poor 01 1.33
Table 17.1
Very good Good Average Below average Poor0
5
10
15
20
25
30
35
40
45
50
22.67
45.33
29.33
1.33 1.33
DISCOUNTS & OFFERS
Rate
Per
cen
tage
Figure 17.1
According to graph 17.1, we can notice that 45.33% of customers
say discount and offers are good and 29.33% of customers say it is average and
22.67% of customers say that it is very good and only 1.33% of customers say it
is below average and poor respectively.
67
18. Rating of customers regarding arrangement and display of
products
Particulars No. of respondents Percentage
Very good 26 34.67
Good 41 54.67
Average 08 10.67
Below average 0 0
Poor 0 0
Table 18.1
Very good Good Average Below average
Poor0
10
20
30
40
50
60
34.67
54.67
10.67
0 0
ARRANGEMENT AND DISPLAY
Rate
Per
cen
tage
Figure 18.1
Here in this figure 15.1, 54.67% of customer’s rate as good and
34.67% of customer’s rate as very good and 10.67% of customer’s rate average
for arrangement and display and none of the customers dissatisfied by
arrangement and display.
19. Standards in terms of customer service at Big Bazaar
68
Particulars No. of respondents Percentage
Increased 14 18.67
Its improving 47 62.67
It’s the same 13 17.33
Decreased 01 1.33
Table 19.1
18.67
62.67
17.33
1.33
IncreasedIts improvingIt’s the sameDecreased
Figure 19.1
From above graph 19.1, 62.67% of customers say that standard in
terms of customer satisfaction is improving and 18.67% and 17.33% of
customers say increased and it’s the same respectively and only 1.33% of
customers say it’s decreased.
69
20. Customers repeatedly visit Big Bazaar because
Particulars No. of respondents Percentage
Good customer service 15 20
Reasonable prices 20 26.67
Quality products 20 26.67
Offers 14 18.67
Any other 06 8
Table 20.1
Good customer service
Reasonable prices
Quality products
Offers
Any other
0 5 10 15 20 25 30
20
26.67
26.67
18.67
8
REPEATED VISIT
Percentage
Pre
fera
nce
Figure 20.1
From the above figure 20.1, it is clear that 26.67% of customers
visit Big Bazaar repeatedly because of quality products and reasonable price
and 20% of customers visit because of good customer service. Only 18.67% of
customers visit because of offers and only 8% of them visit for other reasons
like location environment etc.
70
21. Purchases made by customers with the opinion of
Particulars No. of respondents Percentage
Family 17 22.67
Friends 45 60
Colleagues 09 12
Others 04 5.33
Table 21.1
22.67
60
125.33
FamilyFriendsColleaguesOthers
Figure 21.1
From the above figure 21.1, we can see that 60% of customers
purchase with the opinion of friends, 22.67% of customers purchase with the
opinion of family members, 12% customers purchase with the opinion of
colleagues and 5.33% of customers purchase without anyone’s opinion.
22. Preference of Big Bazaar as all time retail shop
71
Particulars No. of respondents Percentage
Yes 38 50.67
No 13 17.33
Can’t say 24 32
Table 22.1
50.67
17.33
32
YESNOCAN'T SAY
Figure 22.1
From the above graphical representation 22.1, 50.67% of
customers are satisfied and they say Big Bazaar will be their all time retail shop
and32% of customers are not sure of it and 17.33% of customers say Big Bazaar
wont be theirs all time retail shop.
72
FINDING, SUGGESTIONS
AND CONCLUSION
FINDINGS
73
1) First of all, most of the customers are loyal to the ‘Big Bazaar’
2) Most of the customers get information about the ‘Big Bazaar’ by friends
and some of them by media and some by family members,
3) Customers prefer to visit and purchase once in a month from ‘Big
Bazaar’.
4) Most of the customers do not plan before purchasing.
5) Many numbers of customers are not sure about their preference of ‘Big
Bazaar’ over competitors.
6) By this study we understand that, all most 60% of customers come to
purchase at ‘Big Bazaar’. Moreover, around 35% of customers come to
store just to roam or time pass.
7) Some customers prefer to visit ‘Big Bazaar’ because they almost get all
items under one roof.
8) As per the study, most of the customers prefer to purchase fashion
products and footwear items.
9) Most of the married women prefer to visit ‘Big Bazaar’ to purchase home
appliances and grocery items.
10) An average number of customers visit ‘Big Bazaar’ to purchase items like
stationary, electronics, gamming materials etc.
11) A large number of customers visit ‘Big Bazaar’ because of quality
products and reasonable prices.
12) At an average, all are aware of ‘Big Bazaar’ for more than 2 years.
74
13) Most of the customers are satisfied with the all the factors like customer
service, price, variety of products, arrangement and display, quality,
discounts and offers but some feel ‘Big Bazaar’ charges high price and
provide not quality products.
14) As per the study it is clear that, large number of customers feel ‘Big
Bazaar’ is, improving in its customer’s service compared to past days.
15) Customers are highly satisfied with reasonable prices and quality of
products, so they wish to visit ‘Big Bazaar’ repeatedly.
SUGGESTIONS
75
1) Although customers are satisfied with the all factors like customer
service, price, variety of products, arrangement and display, quality,
discounts and offers, then too the company has to improve more in all
factors so that company can retain dissatisfied customers.
2) It is true that study says, more number of customers loyal to the store, in
addition to this company has to try to retain the customers who are not
loyal to the store.
3) Customers prefer to visit the store repeatedly because of quality products
and reasonable prices, so company has to try to improve on it.
4) Company should provide some special offers etc to retain dissatisfied
customers and make them loyal to the store.
CONCLUSION
76
By concluding, it can be said as ‘Big Bazaar’ has created its name
in the minds of large number of customers not only in Mangalore but also in
every part of India. The study on consumer loyalty towards ‘Big Bazaar’ has
given lots of knowledge about the topic. Because of the study, I got more
knowledge about ‘Big Bazaar’, which would have never interested to notice
about it. At last, I can just say that, I got wide knowledge about the topic and I
would not have come across such large number of customers in my lifetime.
77
BIBLIOGRAPHY
BOOKS REFERED
78
A
B
C
FROM INTERNET
www.futurebazaar.com
www.pantaloon.com
www.bigbazaar.com
www.google.com
www.enwikipedia.org
www.prenhall.com
www.mangalore.com
79
ANNEXURE
QUESTIONNAIRE
Respected sir/madam,
80
I am Mohammad Ijas, 3 rd year student of BBM from Srinivas Institute of management studies. I am conducting a study on “customer loyalty towards Big Bazaar” as a part of our curriculum. Kindly request you to spare some time in filling up this questionnaire, wherever boxes provided put a mark , wherever there are blank lines kindly fill the blanks with your comment. I assure you that all the data collected will be kept strictly confidential and will be used for academic purpose only.
AGE15 – 25 26 – 40 41 – 60 61 and Above
GENDERMALE FEMALE
MARITAL STATUSSINGLE MARRIED
1. Are you a loyal customer of “Big Bazaar”?YES NO
2. How did you come to know about “Big Bazaar”?Media Friends
Family Others (please specify) ____________
3. How often do you visit “Big bazaar”?Daily Once in a weekTwice a week Once in fortnightOnce in a month
4. How often do you purchase at “Big Bazaar”?Daily WeeklyFortnightly Monthly
5. How do you plan your purchase at “Big Bazaar”?Do you plan with certain budget?Do you plan of product without thinking of price?Make a purchase without planning
6. Do you prefer “Big Bazaar” over other shops?
81
Yes (Please comment why) ________________________________________________________________________________________________________________________________
NoCan’t say
7. You visit “Big Bazaar” because,To make purchase Just for window-shoppingAny other (Please mention)
________________________________________________________________________________________________________________________________
8. What type of product do you prefer in “Big Bazaar”? (Choose any no.)Home appliances GroceryFashion ElectronicsGamming material StationaryAny other (Please mention)
________________________________________________________________________________________________________________________________
9. You prefer “Big Bazaar” because of,Good customer service Reasonable pricesQuality product LocationAny other (Please mention)
________________________________________________________________________________________________________________________________
10. Which product you specifically buy from “Big Bazaar” and why?________________________________________________________________________________________________________________________________________________________________________________________________
11. For how long you have been the customer of “Big Bazaar”?From 1month From 6 months From 1 year From 2 yearsFrom the year of commencement
82
12. How would you rate the ‘quality’ provided at “Big Bazaar”?Very good GoodAverage Below averagePoor
13. How would you rate the ‘customer service’ provided at “Big Bazaar”?Very good GoodAverage Below averagePoor
14. How would you rate the ‘pricing factor’ of “Big Bazaar”?Very good Good Average Below averagePoor
15. How would you rate ‘variety of products’ provided by “Big Bazaar”?Very good GoodAverage Below averagePoor
16. How would you rate ‘discounts and offers’ provided at “Big Bazaar”?Very good GoodAverage Below averagePoor
17. How would you rate ‘arrangement and display of products’ at “Big Bazaar”?Very good GoodAverage Below averagePoor
18. Do you think “Big Bazaar” has raised its standards in terms of customer service?
Increased It is improvingIt is the same Decreased
83
19. What makes you to visit “Big Bazaar” repeatedly?Good customer serviceReasonable pricesQuality productsOffers Any other (Please mention)
________________________________________________________________________________________________________________________________
20. You prefer to purchase at “Big Bazaar” by seeking the opinion of,Family FriendsColleaguesOthers (Please mention)
________________________________________________________________________________________________________________________________
21. Will “Big Bazaar” be my ‘All Time’ retail shop to make purchase?Yes NoCan’t say
Thank you for your cooperation.
84