Supreeth Draft

8/9/2019 Supreeth Draft

1/78

78

A PROJECT AT

BIG BAZAAR, MYSORE

TITLE: SERVICE QUALITY AT BIG BAZAAR, MYSOREBY

SUPREETH.S

Reg. No. 1CD08MBA51

Internal Guide External Guide

Prof.Gopalakrishnan Mr. DEEPAK KUMAR Faculty, Department of MBA Marketing manager,

Citech, Bangalore Big Bazaar, Mysore

A Report Submitted to

VISVESVARAYA TECHNOLOGICAL UNIVERSITY,

Belgaum, Karnataka

In fulfillment of MBA Programme.

CAMBRIDGE INSTITUTE OF TECHNOLOGY

K.R.PURAM BANGALORE: 36

(Affiliated to VTU, Belgaum, Approved by AICTE, New Delhi & Govt. of Karnataka)


2/78

78

DECLARATION

I hereby declare that the summer internship report titled SERVICE QUALITY AT

BIG BAZAARis an independent work carried out by me towards the fulfillment of therequirement for the award of degree in MASTER OF BUSINESS ADMINISTRATIONto theVISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUMand not been submittedto any institution, board or universities and previously formed the basis for the award of any

degree, diploma, associate ship, fellowship or any similar titles.

PLACE: BANGALORE

DATE: SUPREETH.S


3/78

78

ACKNOWLEDGEMENT

I am indebted to Mr.Naveen prakash, the Store manager,Big Bazaar Mysore for giving me anopportunity to do my summer internship in Big bazaar.

I would like to thank Mr.Gopalakrishnan Faculty, Cambridge institute of technology, Bangalore

who has always helped me to achieve the best through his words of encouragement.

Special thanks to:

Mr. Deepak Kumar, Marketing manager

Mr. Karthik, HR manager

Mr. Rajeev Ranga, ASM,

Mr. Ravi Shankar, ADM

Mr. Srinidhi, ADM

Mr. Srinivas, CSD

And all the team leaders and team members who helped me out in knowing the grass root

functioning of the store.

Finally, I remain indebted to my parents who helped me throughout the project by giving me

moral support and encouragement.


4/78

78

Contents Part - A

1 Industry profile 62 Company profile 8

a) Background and inception 13b) Nature of business carried 14c) Vision mission and values 15d) Products profile 16

Service profile 20e) Area of operation 21f) Ownership pattern 22g) Competitors information 23h) Infrastructure facility 24

I) Achievements or awards 27j) Work flow model 30k) Future growth and prospects 31

3 McKINSEYS 7s framework 324 SWOT analysis 375 Analysis of financial statements 386 Learning experience 41

Part - B

a General introductionStatement of the problem 42Objectives of the study 42Scope of the study 43Methodology 49Limitations 50

b Analysis of data and charts 51c Findings and observations 72d Conclusions 73e Recommendations 74f Annexure 75g Bibliography 77


5/78


6/78

78

1.1 INDUSTRY PROFILE

Retail is Indias largest industry, according for over 10 per cent of the countrys GDP and around

eight per cent of the employment. Retail industry in India is at the crossroads. It has emerged as

one of the most dynamic and fast paced industries with several players entering the market. But

because of the heavy initial investments required, break even is difficult to achieve and many of

these players have not tasted success so for. However, the future is promising; the market is

growing, government policies are becoming more favorable and emerging technologies are

facilitating operations.

Retailing in India is gradually inching its way toward becoming the next boom industry. The

whole concept of shopping has altered in terms of format and consumer buying behavior,


7/78

78

ushering in a revolution in shopping India. Modern retail has entered India as seen in sprawling

shopping centers, multi-stored malls and huge complexes offer shopping, entertainment and food

all under one roof, the Indian retailing sector is at an inflexion point where the growth of

organized retailing and growth in the consumption by the Indian population is going to take ahigher growth trajectory.

The Indian population is witnessing a significant change in its demographics. A large young

working population with median age of 24 years, unclear families in urban areas, along with

increasing working-women population and emerging opportunities in the service sector are going

to be the key growth drivers of the organized retailer sector in India. The market size of Indian

retail industry is about US $312 billion Organized retailing comprises only 2.8 per cent of the

total retailing market and is estimated at around US$8.7 billion.

Retail and real estate are the two booming sectors of India in the present times. And if industry

experts are to be believed, the prospects of both the sectors are mutually dependent on each other.

Retail, one of Indias largest industries, has presently emerged as one of the most dynamic and

fast paced industries of our times with several players entering the market. Accounting for over 10 per cent of the countrys GDP and around eight per cent of the employment retailing in India is

gradually inching its way toward becoming the next boom industry.

As the contemporary retail sector in India is reflected in sprawling shopping centers, multiplex-

malls and huge complexes offer shopping, entertainment and food all under one roof, the concept

of shopping has altered in terms of format and consumer buying behavior, ushering in a

revolution in shopping in India. This has also contributed to large-scale investments in the real

estate sector with major national and global players investing in developing the infrastructure and

construction of the retailing business. The trends that are driving the growth of the retail sector in

India are

L ow share of organized retailing

Falling real estate prices


8/78

78

Increase in disposable income and customer aspiration

Increase in expenditure for luxury items

Company profile

Future value retail limited is Indias leading retailer that operates multiple retail formats in both

the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai

(Bombay), the company operates over 7 millions square feet of retail space, has over 1045 stores

across 53 cities in India and employs over 28,000 people. The companys leading formats include

Pantaloons, a chain of fashion outlets, Big Bazaar , a uniquely Indian Hypermarket chain, foodBazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of

modern retail like choice, convenience and quality and Central, a chain of seamless destination

malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion

Station, all, Top 10, bazaar and Star and Sitara. The company also operates an online portal,

futurebazaar.com.

Big Bazaar is 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 - thats what they

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. And this is just the beginning. Big Bazaar plans to add much more to complete your

shopping experience.

Big Bazaar is a chain of hyper markets in India, currently with more than 149 stores. It isowned by the Future value Retail Ltd , It follows the business model as Wal-Mart and has
http://en.wikipedia.org/wiki/Hyper_markethttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Pantaloon_Grouphttp://en.wikipedia.org/wiki/Wal-Marthttp://en.wikipedia.org/wiki/Hyper_markethttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Pantaloon_Grouphttp://en.wikipedia.org/wiki/Wal-Mart


9/78

78

considerable success in many Indian cities and small towns. The idea was pioneered by

entrepreneur Kishore Biyani, the CEO of Future Group. Currently Big Bazaar stores are located

only in India. Moreover the customer friendly ambiance and the organized retailing of products

also make Big Bazaar one of the successful retail companies in India.

Big Bazaar: Overview

Big Bazaar, a part of the Future value retail ltd, is a hypermarket offering a huge arrayof goods of good quality for all at affordable prices. Big Bazaar with over 150 outlets in different

parts of India is present in both the metro cities as well as in the small towns. Big Bazaar has no

doubt made a big name in the retail industry of India, moreover shopping here is further made amemorable 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.

Future group manifesto

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

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

create new opportunities and new successes. To strive for a glorious future brings to us our

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

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

the consumer space and facilitate consumption because consumption is development. Thereby,

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

associates and partners.

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

need.

We will not just post satisfactory results, we will write success stories.
http://en.wikipedia.org/w/index.php?title=Kishore_Biyani&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Kishore_Biyani&action=edit&redlink=1


10/78

78

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

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

consumer to their needs of tomorrow.

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

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

Rewrite Rules. Retain Values

About Mysore Big Bazaar

Mysore big bazaar super centre was opened on 26 th September 2008; it is the 96 th Big

Bazaar of Future value Retail Ltd. It has around 250 employees with an occupied space of 82,055

sq.ft and catering to the needs of 13, 00,000 Mysoreans.

Mysoreans at Big Bazaar can definitely get the best product at better price. It sells variety of

merchandise at affordable rates, the price which it claims are lowest in the city. Usually the items

are clubbed together for Offers and it also offers weekend as well as monthly discounts.

Within Mysore Big Bazaar one can a find variety of Departments or formats as shown in

the below.

FOOD BAZAAR

GENERAL MERCHANDISE

APPARELS OR FASHION @ BIG BAZAAR

NEW BUSINESS DEVELOPMENT

DEPOT

HOME BAZAAR

F 1 2 3NAVARAS

These departments are managed by two main departments they are

OPERATOIONAL DEPARTMENT


11/78

78

SUPPORTING DEPARTMENTS

Operational Department

Operation team includes Assistant store managers, Departmental managers, Assistant

departmental managers, Team leaders and Team members. Their job is to enable a store function

smoothly [by virtue of defined process] without any hindrances. These are few functions of

operational department

Supporting Departments

As the name itself suggests this department is for the support of operational department.

Different types of supporting department found in Big bazaar.

MARKETING

HUMAN RESOURCES

CATEGORY

LOGISTICS

VISUAL MERCHANDISECUSTOMER SERVICE DESK

CASH

ADMINSTRATIVE

MAINTENANCE


12/78

78

HOUSEKEEPING

Details about the Founder & Origin of the Company.

Mr. Kishore Biyani, Managing Director


13/78

78

Kishore Biyani is the Managing Director of Future value retail limited and the Chief Executive

Officer of Future Group. A quintessentially Indian experience, it doesnt promise more than itdelivers. Basic worth allied with reasonable pricing is their USP. The store itself and the products

it stocks may not be on the cutting edge of technology or sometimes even retail but the customer

can be assured that he/she is getting their moneys worth. Their first store opened in Calcutta in

2001, on VIP Road, in the ground floor of a residential building. This was the first departmental

store that offered regulated parking services, apparel, steel vessels and electronics under one roof,

and all at the most competitive prices! The format got bigger and better with the introduction of

fresh food and vegetables.

BACKGROUND AND INCEPTION

Major Milestones


14/78

78

1987 Companyincorporated as Manz Wear Private Limited. Launch of Pantaloons trouser,Indias first formal trouser brand.

1991Launch of BARE, the Indian jeans brand.

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

1994The Pantaloon Shoppe exclusive menswear store inFranchisee format launched across the nation. The company

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

1995John Miller Formal shirt brand launched.

1997Pantaloons Indias family store launched in Kolkata.

2001Big Bazaar, Is se sasta aur accha kahi nahin - Indias first hypermarket chain launched.

2002Food Bazaar, the supermarket chain is launched.

2004Central Shop, Eat, Celebrate in the Heart of Our City - Indias first seamless mall islaunched in Bangalore.

2005Fashion Station - the popular fashion chain is launchedaLL a little larger - exclusive stores for plus-size individuals is launched

2006Future Capital Holdings, the companys financial arm launches real estate funds Kshitij andHorizon and private equity fund in division. Plans forays into insurance and consumer credit.

Multiple retail formats including Collections, Furniture Bazaar, Shoe Factory, EZone,


15/78

78

2007Pantaloon Retail wins the International Retailer of the Year at US-based National RetailFederation convention in New York and Emerging Retailer of the Year award at the World Retail

Congress held in Barcelona.

2008Future Capital Holdings becomes the second group company to make a successful InitialPublic Offering in the Indian capital markets.

2009Future group changed itself to that as future value retail ltd in December.

NATURE OF BUSINESS CARRIED

Retailing

Retailing is the most active and attractive sector selling goods or services directly to final of

the last decade. While the retailing industry consumers for personal, non business use itself has

been present through history in our country, it is in the recent past it has witnessed so mush

dynamism Retailing includes all the activities involved in selling products or services directly to

final customers for their personal, non-business use .

Mission & Vision of the Organization


16/78

78

VISIONFuture Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in

the most profitable manner.

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

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

development.

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

consumption affordable for all customer segments for classes and for masses. We shall infuse

Indian brands with confidence and renewed ambition. We shall be efficient, cost- conscious and

committed to quality in whatever we do.

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

the driving force to make us successful.

CORE VALUES Indianess: confidence in ourselves.

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

Introspection: leading to purposeful thinking.

Openness: to be open and receptive to new ideas, knowledge and information.

Valuing and Nurturing Relationships: to build long term relationships.

Simplicity & Positivity: Simplicity and positivity in our thought, business and action.

Adaptability: to be flexible and adaptable, to meet challenges.

Flow: to respect and understand the universal laws of nature.

Products Profile

FOOD


17/78

78

Golden Harvest:Basic staples which includes all types of rice, wheat, cooking mediums likeghee, oils and flours, pulses, spices and dry fruits are available in this department

Chill station: Dairy products, drinks & beverages and frozen foods are available in thisdepartment.

Hungry Key:All types of ready to eat foods like biscuits fall under this category

Chef zone:Ready to cook items like noodles, instant mixes, dessert mixes, soups comes under this department.

Confectioneries & candies:This department includes chock lets and ice creams.

International food:Foods which are imported from other countries fall under this category .

Farm fresh:Fruits and vegetables are available in this department .

Food court: products available which are required to prepare food .

NON FOOD:

Fabrikleen & spick & span:Detergents, laundry heads, fresheners, Insecticides, pet care, pojacare, and shoe care, utensil cleaners are available in this department.

Wellness & head to toe:Personal care, baby care, deos & perfumes, hair care, Medicare products, oral care, sanitary needs, shaving needs, skin care needs are available in this

department

GENERAL MERCHANDISE:


18/78

78

Plastics:Household plastics which includes cleaning articles like brush, cleaners & wipers, dust pin, dust pan and plastic bath ware like mugs, buckets, drums, soap case and, plastic storages,

children articles, kitchen articles etc , are available in this department.

Crockery: Household crockery which includes glass dinner sets, tumblers and kitchenaccessories like jars, bowls, dinner sets, plastic trays, tea sets are available in this department.

Utensils:All types of cookers and pans, tava, fry pan, gas stoves other cooking tools like servingspoons, loose utensils like plates, cooking vessel comes under this category.

Home Decor:Artificial flowers, candle stand, frames and albums, gift item, religious items,vases, wall decor items like wall paintings fall under this category.

Footwear Bazaar:Childrens foot wears, mens foot wears, women foot wears are available inthis department.

Luggage: Bags & travel accessories which includes college and school bags, office bags,overnight bags, travel accessories and trolley and suit case.

Toys & sports:Under toys stuffed animals, teddy bear, electronic toys, non battery operated

toys and board games like puzzles etc. Under sports fitness and bicycles, wooden games, skating,and types of sport goods comes under this department.

APPARALS OR FASHION AT BIG BAZAAR


19/78

78

Mens: casuals, jeans wear, seasonal wear ,sports wears, fabrics which includes shirting, suitingcut pieces and vocational wears, night wears, accessories like belts, cap, inner wears, hand

kerchief, ties comes under mens wear.

Ladies: Ethnic wears which includes mix & match kurta, dupatta ladies western wears, nightwear, seasonal & sports wear, comes under this category.

Kids: trousers, jeans, shorts, jackets, t-shirts comes under boys section. Girls wear includestops, jeans, night wear, t-shirts and infant apparel includes bath utility, feeding utility, and

accessories includes inner wears, belts, cap, ties, handkerchief etc

Home linen: Bath linen which includes bath accessories, hand loom towels, terry towels and bedcovers, bed shits comes under bed linen. Table linen includes table mats, covers etc comes under

home linen.

NEW BUSINESS DEVELOPMENT

Auto accessories includes car covers and mats, car decorative, perfumes, helmets and watches

and sun glasses includes umbrellas and watches. Star & Sitara provides all skin and hair related

beauty service. The salon is spacious and the atmosphere relaxed. Men, women and children can

easily find a service to cater to their need. But the focal and niche element of salon is the

affordable and attractive pricing.

DEPOT

Depot is one of the youngest brands from the Pantaloon stable and is a tribute to our freedom of

thought, speech and expression shared in a novel fashion with customers as books, multimedia,

toys, stationary and gifts.

Depot Store also has an attractive selection of gifts (candles, mugs, photo frames, themed packs)

toys and stationery (office, childrens and fancy stationery) ensuring this is a one-stop shop for

everyone and anyone who plans to gift their loved ones.

HOME BAZAAR


20/78

78

Home Bazaar, is a satellite version of its national home making and improvement retail brandHome Town . Home Bazaar is an amalgamation of the value-lifestyle so appears eminentlyapproachable to the budget-buyer, the aspirational customer as well as the lifestyle driven

customer.Home Bazaar will provide consumers with all that goes into building a house and everything to

make it a Home. Home Bazaar offers consumers choice and variety under one roof with expert

Home Bazaar will have displays of various room settings such as living room, dining room,

bedroom, kids' room, kitchen & bathroom. Customers will get to select from a range of products

like sofa sets, dining tables, beds, kids furniture, electronics, kitchen fittings, bathroom fittings,

furnishings, mattresses, paints, tiles, electrical fittings, decor lighting, plywood, etc.

F123An entertainment zone, F 123 is a leisure solution for all age groups.

F 123 offers a wide range of gaming options which includes interactive video games to bumper

Bikes.

F 123 aims to put an end to the value seekers quest for leisure and entertainment. The sheer

number of entertainment options offered at F 123, will make you keep coming back for more.

NAVARAS

Navaras, a fine 22 carat pure gold and diamond jewellery brand, retailed from Big Bazaar stores,

offers nine unique rational benefits to the consumer namely BIS Hallmark jewellery, free

cleaning and polishing, insurance cover against theft and burglary, transparent making charges, a

buyback if unsatisfied, 0% weight loss if jewellery is exchanged, diamond certification, free

karatmeter check and a range of designs.

SERVICE PROFILE


21/78

78

3 Ways by which customers can register their feedback Share with Us Book available at the Store

Share with Us Forms available at the StoreE-Mail

Use SignagesTo Encourage Customers for Sharing Their Experiences

To Inform them About Various Medium of Communication

At CSD Counters and also At Prominent Locations in Store

Of 2x 2 Dimension.

Lead Time for ComplaintsAll complaints to be resolved within 24 hours

For severe issues, it might get extended to 48 hours

AREA OF OPERATION


22/78

78

Big Bazaar is operating nation wide , there are almost over 159 retail outlets situated all over the

nation it has been able to capture the mass all over which has mainly led to the success of the

store and its expansion . Also big bazaar is planning to open 300 more stores within 2011.

Head Quarter = Jogeshwari Mumbai

8 Top Cities Tier one and Tier two towns

Mumbai Sangali

Delhi NCR Durgapur

Kolkata Bhubaneswar

Chennai Nasik

Bangalore Nagpur

Pune Vizag

Ahmadabad Thissur

Hyderabad Kochi

Surat

Calicut

Mangalore

MysoreHubli

Belgaum and many more

OWNERSHIP PATTERN


23/78

78

Future value retail limited is Indias leading retailer that operates multiple retail formats in both

the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai

(Bombay), the company operates over 7 millions square feet of retail space, has over 1045 stores

across 53 cities in India and employs over 28,000 people. The companys leading formats includePantaloons, a chain of fashion outlets, Big Bazaar , a uniquely Indian Hypermarket chain, foodBazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of

modern retail like choice, convenience and quality and Central, a chain of seamless destination

malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion

Station, all, Top 10, bazaar and Star and Sitara. The company also operates an online portal,

futurebazaar.com.

Name Designation

Mr. Kishore Biyani Managing Director

Mr. Gopikishan Biyani Whole time Director

Mr. Rakesh Biyani Whole time Director

Mr. Shailesh Haribhakti Director

Mr. S. Doreswamy Director

Rakesh Biyani CEO Retail

Anshuman Singh CEO Future logistics

Chandra Prakash Toshniwal CFO

Hans Udeshi CEO General merchandising

Sadhashiva Kumar CEO BIG BAZAAR

COMPETATORS INFORMATION

Reliance Retail- Reliance claimed last year to start a retail chain that will be unique in size andspread, will lead to the welfare of one and all ranging from Indian farmers, manufacturers and


24/78

78

ultimately consumers. It is known as Reliance Retail Ltd.(RRL) and is a 100 percent subsidiary of

Reliance industries Ltd.(RIL).

DLF Shopping Malls- DLF Retail Developers Ltd. is one of the troikas of the DLF Group.Besides being India's largest real estate developer, DLF is also of the leaders in innovating

shopping malls in India. It caught public eye when it launched the 2, 50,000 sq ft. shopping mall

in Gurgaon. It has brought a dramatic change in the lifestyles and entertainment with its City

Centres and DT Cinemas. DLF has plans to invest Rs. 2000-3000 crore in all the emerging areas

from metros to A class cities in the next two years.

Westside- The company has a turnover of Rs. 357.6 crores (FY 2005-2006) and currentlyoperates 36 stores in the major metros and mini metros of India. An international shopping

experience, a perception of values, and offering the latest styles, has created a loyal following for

Westside's own brand of merchandiseWestside was named the 'Most Admired Large Format

Retail Chain of the Year' by the Lycra Images Fashion Awards 2005

Marks & Spencer- Marks & Spencer (M&S) is a major British retailer, with over 885 stores inmore than 40 territories around the world, over 600 domestic and 285 international.[1][2] It is the

largest clothing retailer in the United Kingdom, as well as being a food retailer, and as of 2008,

the 43rd largest retailer in the world.[3] Most of its domestic stores sell both clothing and food,

and since the turn of the century it has started expanding into other ranges such as homewares,


25/78

78

furniture and technology. In 1998 it became the first British retailer to make a pre-tax profit of

over 1 billion,[4] though a few years later it plunged into a crisis which lasted for several years.

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

Shoppers Stop- Shoppers Stop is an Indian department stores promoted by the K Raheja CorpGroup (Chandru L Raheja Group), started in the year 1991 with its first store in Andheri, Mumbai

Shoppers Stop Ltd has been awarded "the Hall of Fame" and won "the Emerging Market Retailer

of the Year Award", by World Retail Congress at Barcelona, on April 10, 2008. Shoppers Stop is

listed on the BSE. With the launch of the Navi Mumbai departmental store, Shoppers Stop has 27

stores in 12 cities in India

INFRASTRUCTURAL FACILITIES

Parking area

Mothers room

Umbrellas

Trial rooms

Wheel chairs

Lifts/elevators

Store ambience

Drinking water

Restrooms

Customer seating arrangements

PARKING AREA1. Clear directions to parking area

2. Parking assistance to be always present

3. If necessary attendant with umbrella to escort customer from parking area to store


26/78

78

UMBRELLAS

1. Sufficient large umbrellas to be available at the store

2. Use of umbrella to escort customer from parking to store

WHEELCHAIR SERVICE

1. Store to provide at least one wheelchair

2. Signage regarding availability of wheelchair at entrance and csd

3. Ensured neatness and working condition

STORE AMBIENCE1. Music will be played continuously at the store

2. Licensed music will be played

3. Music will not be loud nor disturbing

4. Pleasant temperature not too cold or too hot

5. An odorless and fragment environment

6. No bad odor or stinks

7. Bright lighting

DRINKING WATER

1. Drinking water facility at the store both normal and cold water

2. Clear signages and directions to drinking water

3. Dispenser and water cooler area being clean


27/78

78

RESTROOM S

1. Proper and clear directions to restrooms using signages

2. Separate ladies and gents restrooms available at each level

3. Each booth having trash can

4. Very much clean and hygiene

MOTHER ROOM FACILITY

1. Private room provided for mothers with new born babies for changing and feeding

2. Signage being located to direct towards mother room

3. Comfortable sofa and changing table present in the room

4. Female security present at the door

TRIAL ROOMS

1. Proper signages being present to direct

2. Maximum of 6 garments can be taken in

3. Security guard being present

LIFT/ESCALLATOR

1. Provide with proper working condition

2. Very much cleaned and fragment all time

3. Signage of safety instructions inside the lift

4. Signage of max people allowed

CUSTOMER SEATING ARRANGEMENTS


28/78

78

1. Every store with seating facility

2. Adequate seats available

ACHIEVMENT/AWARD

Achievement2003 Indian Express Award(PRIL Marketing Excellence and Excellence in Brand Building)

Indus land Bank (PRIL - Excellence in Brand Building)

2004 Images Retail Awards 2004

(PRIL- Most Admired Retailer of the Year)(Food Bazaar- Retailer of the Year(Food and Grocery)(Big Bazaar-Retailer of the Year-Value Retailing)(Central-Retail Launch of the Year) Reid & Taylor and DLF Awards(PRIL - Retailer of the year)

2005 Images Retail Awards 2005(PRIL- Most Admired Retailer of the Year )

(Food Bazaar- Retailer of the Year(Food and Grocery)

(Big Bazaar-Retailer of the Year(Value Retailing)

(Central-Retail Launch of the Year)


29/78

78

Voted by Business Today magazine as one of the(Top 20 Companies in India to watch in 2005)

(Indias most investor-friendly companies in the top 75)

(Indias Biggest wealth creators in the top 100) DAKS London(PRIL- Brand Builder of the Year)

2006 Retail Asia Pacific Top 500 Awards(Asia Pacific Best of the Best Retailers Pantaloon Retail (India) Ltd)

(Best Retailer in India Pantaloon Retail (India) Ltd)

Ernst & Young Entrepreneur of the Year Award(Ernst & Young Entrepreneur of the Year (Services) Kishore Biyani)

CNBC Indian Business Leaders Awards(The First Generation Entrepreneur of the Year Kishore Biyani)

Images Retail Awards(Best Value Retail Store Big Bazaar)

(Best Retail Destination Big Bazaar)

(Best Food & Grocery Store Food Bazaar)(Retail Face of the Year Kishore Biyani)

Readers Digest Awards(Platinum Trusted Brand Award - Big Bazaar)

CNBC Awaaz Consumer Awards(Most Preferred Large Food & Grocery Supermarket Big Bazaar)

2007 Images Retail Awards(Most Admired Retail Face of the Year: Kishore Biyani)

(Most admired retailer of the year: Large format, multi product store: Big Bazaar)

(Most admired retailer of the year: Food and Grocery: Food Bazaar)

(Most admired retailer of the year: Home & office improvement: HomeTown)


30/78

78

(Most admired Retail Company of the year: Pantaloon Retail (India) Ltd.)

National Retail Federation Awards(International Retailer for the Year 2007 Pantaloon Retail (India) Ltd)

PC World Indian Website Awards(Best Indian Website In The Shopping Category - Futurebazaar.com)

Readers Digest Trusted Brands Platinum Awards2008 Indian Retail Forum Awards 2008(Most Admired Retail Company of the year - Future Group)

(Best Retailer Of The Year ( Hypermarket) - Big Bazaar)

The INDIASTAR Award 2008(Food Bazaar: Best Packaging Innovation) Retail Asia Pacific 500 Top Awards 2008(Gold Winner -Top Retailer 2008 Asia Pacific)

Coca-Cola Golden Spoon Awards 2008(Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani)

(Most Admired Food & Grocery Retailer of the Year Supermarkets: Food Bazaar)

(Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big Bazaar)

(Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big Bazaar) The Reid & Taylor Awards For Retail Excellence 2008(Retail Best Employer of the Year: Future Group)

(Retailer of The Year: Home Products and Office Improvements: Hometown)

2009 Images Fashion Forum 2009(Most Admired Fashion Group Of The Year - Future Group)

(Most Admired Private Label - Pantaloons, the lifestyle format)

(Critics Choice For Pioneering Effort In Retail Concept Creation Central)

Coca-Cola Golden Spoon Awards 2009(Most Admired Food & Grocery Retailer Of The Year)(Most Admired Food Court)


31/78

78

(Most Admired Food Professional)

WORK FLOW MODEL

STORE

ASSISTANT STORE

Dept Salesmanage

Customerservice desk

Asst dept,

Team

Humanresource

Visual

Asst Dm

Administratio

Inf

Securit

Marketi

Cashie

Team

Maintenan


32/78

78

FUTURE GROWTH AND PROSPECTS

1. The Kishore Biyani-led Future Group is all set to foray into real estate business for building

ready-to-move-in houses. The company has informed that it has signed 50:50 joint ventures with

Kolkata-based developer Sumit Dabriwal, to incorporate FH Residencies, for 'branded apartments'

that would be available at an 'affordable' cost. The latest move was considered as a part of the

company's strategy to achieve a turnover o f Rs 13,000 crore by July 2011.

2. For one, the Future value Group's retail chain Big Bazaar is itself is planning to have 300

Hypermarkets in the country by 2010-11. The company may also increase its annual turnover to

Rs 13,000 crore by 2010-11, up from Rs 3,600 crore last fiscal on the back of its expansion.

They had reported begun with their first store in October 2001 and till date have crossed the 100-store mark.

3. Big Bazaar, the largest retail chain of Future Group, is eyeing a turnover of Rs 8,000 crore by

the next financial year. Speaking on the sidelines of Images Fashion Forum in Mumbai, Kishore

Biyani, CEO, Future value retail said, We want to introduce new value culture, manage

operating costs better and boost profitability of Big Bazaar. However, to fund our expansion, we

are not looking at listing Big Bazaar. Recently, future Retail, the groups listed entity, decided

to hire off four business divisions, including Big Bazaar and Food Bazaar, into separate

companies. The company is now looking at openining a total of 300 Big Bazaar stores and has

introduced the neighborhood concept of retail, opening stores in residential areas.

4. They are also planning to open 58 new big bazaars in Maharashtra.

House


33/78

78

5. Big Bazaar is planning to have 300 hypermarkets in the country by 2010-11. The company

may also increase its annual turnover to Rs. 13,000 crore by 2010-11, up from Rs. 3,600 crore

last fiscal on the back of its expansion. To achieve this they are targeting a turnover of Rs. 5,000crore in the current fiscal year and have formulated plans for reaching a figure of Rs. 13,000

crore by 2010-11 fiscal. The average size of a Big Bazaar hypermarket is 30,000 sq ft to one lakh

sq ft

McKINSEYS 7s FRAME WORK .

The 7-S-Model is better known as Mc Kinseys 7S. This is because the two person who

developed this model. TOM peter & Robert waterman have been consultants at Mc Kinseys &

Co at that time. They published their Books The Art of Japanese management and In search of

the difficulties of organization changes. The model shows that the organizational immune

systems and many interconnected variables involved makes change Complex and therefore an

effective change effort must address many of these issues simultaneously.

What is 7-S-Model?The seven-Ss are a framework for analyzing organization and their effectiveness. It looks

at the seven key elements that make the organizations successful, or not. i.e., Structures, Skills,Style, Strategy, Systems, Staff & Shared values.

A Systematic approach to improving organization:The 7-S Model is a tool for managerial analysis and action that provides a structure with

which to consider a company as a whole, so that the organizations problems may be diagnosed

and a strategy may be developed and implemented.

Those seven elements are distinguished in so called hard Ss and soft Ss. The hard

elements are feasible and easy to identity. They can be found in strategy statements, corporate

plans, organizational charts and other documentation.


34/78

78

Work for Analyzing and improving organizations.Seven-S formula- A comprehensive guide is to analyze the Culture and Behavior of

Corporations.

Those seven elements are distinguished in so called hard Ss and soft Ss. The hard elements

(green circles) are feasible and easy to identify. They can be found in strategy statements,

corporate plans, organizational charts and other documentations.

The four soft Ss however, are hardly feasible. They are difficult to describe since capabilities,

values and elements of corporate culture are continuously developing and changing. They are

highly determined by the people at work in the organization. Therefore it is much more difficult

to plan or to influence the characteristics of the soft elements. Although the soft factors are below

the surface, they can have a great impact of the hard Structures, Strategies and Systems of the

organization.

Strategy Customer oriented Employee oriented

1. Attracting and retaining customers 1. Consider biggest assets

2. Uses non-traditional marketing strategy 2. Employee welfare trust

3. Behavioral psychology 3. Employee growth /training

programs

4. Moving demo-trolley 4. PRERNA the employee plan

5. Used young population as strategic blessings 5. Standardization of staff room

6. Movie centric promotions 6. Up gradation for education


35/78

78

7. Regular interesting offers/discounts 7. Internal publications- Pragati

8. Spot discounts

9. Night shopping culture

10. Occasions based services11. Babys day out promo

12. More organized floors

STYLE:

The Big bazaar practices the both method of decision making i.e. the bottom up approach

and Top down approach.

If the problem is minor then decision taken at lower level and the problem solved at low-

level management and they have authority to make the decision. E.g.: If there is problem for a

offer updation and item not found then decision will be taken at low level management and the

problem will be solved and if the problem is major. For e.g.: If there is problem with goods and

has to be replaced than that will be informed to top level management than at top level decisions

are made to replace that goods or to solve any other problem.

STRUCTURE:In general structure is referred as the framework in which the activities of the

organizations members are coordinated. The four basic structural forms are the functional form,

divisional structure, matrix structure and network

The organization structure for Big bazaar is flat in nature. For Big bazaar, the divisions are

apparel, non apparel and the new business division, which includes gold, footwear and the

shopin- shops. For Food Bazaar, a separate teem has been created which again works

independently. About 1,800 people work for Big bazaar directly. Support and ancillary services

comprise another 400 people. A new trainee is put through a basic three day training program before going on the shop floor. Evaluation is done every six months.

3.2 SKILLS:


36/78

78

Skills refer to the fact that employees have the skills needed to carry out the companys strategy.

Skills can be acquired by Experience, Training and Development it ensures people known how

to work and stay update with the latest techniques.

Certain standard skills are required in employees in order to perform or carry out the company

strategy. Big bazaar gives more stress on quality service and delivery time. In order to maintain

better quality there will be two sessions for continues improvement for the skill up gradation.

main intension is continues improvement in products and processes.

Following are the different skills, which the employee should possess at different levels

in big bazaar:

Basic Skills: Active learning, Listening, Speaking, writing, Critical thinking and for Monitoring.

Complex Problem solving Skills:Developed capacities used to solve ill-defined problemsin complex, real-world settings for the purpose of Complex problem solving at the store.

Resource Management Skills:Developed capacities used to allocate resource efficiently for the purpose of Management of Financial, Personal and Material Resources and Time

Management

Social Skills:Developed capacities used to Work with people to achieve Goals for the purpose of Coordination, Instructing, Negotiation, Persuasion, service orientation and social

perceptiveness.

System Skills:Developed capacities used to understand, monitor and improve socio-technical system for the purpose of Judgment and decision making, System analysis and

Evaluation .

Technical Skills: Developed capacities used to Design, set-up, operate and correctmalfunctions involving Equipment Maintenance, Selection, Installation, operation Monitoring and

Analysis, Programming, Repairing, Trouble shooting and Technology Design.

Training:


37/78

78

According to Flippo Training is as act of increasing the knowledge and skills of anemployee for doing a particular Job

ON THE JOB TRAINING: For Fire Fighting, customer approach, problem solving, behavior,

language using, approaching managers, how to make paging.

OFF THE JOB TRAINING: For Effective communication, housekeeping, handling storageand preservation, manufacturing strategy and communication skill, supplier development.

3.5 SYSTEMS:

In general systems in big bazaar refers to The formal and informal procedure, includinginnovation systems, compensation systems, management information systems and Capital

allocation systems that govern everyday activity in big bazaar and these are the main strengths

that govern the day basis transactions .

3.6 STAFF:

Staff means a group or team formed to carry out a particular function or a task. that the company

has hired able people trained them well and assigned them to the right jobs this is done by the

process of selection, training, reward, and recognition, retention, motivation, and assigning to

appropriate work are all key issues .

Here in the BIG BAZAAR Mysore there are 220 permanent employees and 60 temporaryemployees, and are classified by giving grades on the basis of the seniority and superiority in the

company.

3.7 SHARED VALUES:

Shared values are what engender Trust and link an organization together. Shared values are also

the identity by which an organization is known throughout its business areas. Thus, some of the


38/78

78

values that are shared by both the employees and the management at big bazaar are as

follows:

Product and service quality

Productive efficiency

Team work concept

Customer satisfaction

TPM (Total Productivity Management)

2.4 SWOT Analysis of the BIG BAZAAR Strengths

High brand equity in evolving retail markets.

State of art infrastructure at big bazaar outlets.

Point of purchase promotions to increase the purchase.

Variety of stuff under single roof.

Quality goods are available at reasonable prices.

Large percentage of customers from the growing Indian middle class.

Good security system.

Weaknesses

Unable to meet the store opening target till now.

Falling revenue per square feet.

Specific items not consistently available.

Opportunities

Evolving customer preferences in recent years.


39/78

78

There remains a large future scope for the retail industry in India, as incomes rise and

consumption increases.

The opportunity for widening the business all over India because Big Bazaar opens new

stores in untapped markets, such as smaller or second tier cities such as Sangre,Belgaum and Hubli.

Threats

Competition from current Indian retail companies like Shoppers Stop, Trent, More,

Lifestyle, and Subhiksha.

Possible future competition from international retail companies like Wal-Mart.

High taxes in India suppress consumption.

Unorganized retail market of India.

Government policies not well defined in emerging markets like India .

PROFIT AND LOSS STATEMENT (in crores)Particulars June-09 June-08 YOY INDEC

Percentage of sales

June-09 June-08Netsales/incomeFrom operation

6342 5049 25.6 100 100

Other income 6 4 61.3 0.1 0.1PBDIT 674 404 45.3 10.6 9.2

Depreciation 140 83 67.9 2.2 1.7PBIT 534 381 40.3 8.4 7.5Interest 318 185 71.8 5 3.7

PBT 216 196 10.5 3.4 3.9TAX 76 70 8.6 1.2 1.4PAT 141 126 11.6 2.2 2.5

Cash profit 281 209 34 4.4 4.1


40/78


41/78

78

As per above balance sheet in 2008 the firm had over all source of funds upto 4106 crores which

has been increased to 5252 crores in 2009 where there has been an increase in net worth upto 423

crores and a bit increase in loans and tax too when it comes to application of funds the overall

increase is from fixed and current assets and the increase in day to day capital .

LEARNING EXPERIENCE

Project training created a sensory impression in my mind putting across what actually is

an organization. This sensory impression guide in relating theoretical concepts which have been

converted in past and which is being converted in future also. Management concepts were

difficult to analyze. But, after plant training I felt empowered with confidence and understood

different management concepts in pragmatic manner.

I came to know the importance of different management functions such as planning,

organizing, staffing, directing and controlling which guide the organization in facing stiff

competition from competitors.

I got to know how centralized structure is doing through others and with others work and

things.

The In-plant training helped me in knowing the importance of group effort when

compared to individual effort in organization. Also importance of human relations was known

which help in getting things done through others.

Through this training I was able to understand company is having sufficient number of

employee/ workers with different skills, talents, abilities, attitudes etc and how they are being

utilized in optimum manner in achieving organization goals.


42/78

78

I learnt the importance of leadership traits which guide in achieving personal as well as

organization goals.

I came to know how individual should be dynamic in corporate sector which guides incareer planning and development.

I manage to know how information technology and various systems have reduced the

time of an activity and documentation also.

The marketing department bridges the gap between organization and customer by various

promotion tools as well as regular feed back from customers.

I came across the importance of time management, which helps the entire organization in

meeting delivery dates of customers.

I learnt how quality control and assurance guide the entire organisation in providing

quality service to customers thereby improving loyalty from their side.

MAJOR OBSERVATIONS

Impact on banking sector

Annasantarpane programmes held every month only at big bazaar Mysore store

Contributions to ngos

Celebration of every cultural festivals in the store

Various programmes being conducted every week and winners awarded .


43/78

78

At last, I feel that the project study has shaped my personal skill, talent, ability, attitude etc that

guide me in contributing to organization as well as nation by working efficiently and effectively.

STATEMENT OF THE PROBLEM:

To study the quality of service provided at big bazaar

OBJECTIVES OF STUDY:

To determine how many customers are visiting the store for the first time.

To determine the customer satisfaction level towards service environment.

To analyze how the quality of service influence the satisfaction level of the customer.

To determine that, Big Bazaar has satisfied and being best in quality service.

To analyze how the service level and quality can be improved.

To determine which section in the Big Bazaar has excellent service.

NEED FOR THE STUDY:

Customer is one for whom you satisfy a want or need in return for some of payment. The

payment may be money, may be time, or may be goodwill but there is some form of payment.

Satisfaction is the level of person felt state by comparing products perceived in relation to the

persons expectations.

Satisfaction level is function of the difference between perceived performance and

expectations. If the performance falls short of expectations, the customer is not satisfied. If the


44/78

78

performance matches the expectations the customers are highly satisfied. If the performance is

beyond his expectations the customer is thrilled.

Customer satisfaction is customers positive or negative feeling about the value that was

perceived as a result of using particular organizations offering in specific used reaction to a series

of use situation experience. According to peter F. Ducker, the purpose of business is to create and

then retain a satisfied customer. A society supports business because they serve its members by

catering to their needs and leave them satisfied. If the business dissatisfied its customers and not

only these customers stop availing service , but society at large will condemn the firm and may

even penalize it to the point of its extinction.

SCOPE OF THE STUDY:

The study is limited to the customers of Big Bazaar, J.L.B road, Mysore.

The respondents include customers who enter the store.

The loyal customers to the store.

SERVICE IS ANY

Act or performance

Transferred from one party to another

Whose performance is essentially intangible

Does not result in ownership of any factor of production

Either may be tied to physical product.


45/78

78

CHARECTERISTICS OF SERVICE

Intangibility

Perishability

Inseparability

Simultaneity

Variability

Why Quality in Service?

To understand and improve operational processes.

To identify problems quickly and systematically.

To establish valid and reliable service performance measures.

To measure customer satisfaction and other performance outcomes.

SERVICE DELIVERY

The delivery of a service typically involves six factors:

The accountable service provider and his service suppliers (e.g. the people)

Equipment used to provide the service (e.g. vehicles, cash registers, technical systems, computer

systems)

The physical facilities (e.g. buildings, parking, waiting rooms)

The requesting service consumer


46/78

78

Other customers at the service delivery location

Customer contact.

Gap model of service quality

The Gap model of service quality was developed by Parasuraman, Berry and Zeithaml (1985),

and more recently described in Zeithaml and Bitner (2003). It has served as a framework for

research in services marketing, including hospitality marketing, for over two decades. The model

identifies four specific gaps leading to a fifth overall gap between customers expectations and

perceived service


47/78

78

What does SERVQUAL mean?

The SERVQUAL model was developed by A. Parasuraman and colleges in the USA.

SERVQUAL is based on the expectations disconfirmation approach known as disconfirmation paradigm.

The model of service quality, which they made, identifies the reasons for any gaps between

customer expectations and perceptions (see the chart ABOVE). Gap 5 is the product of gaps 1,2, 3 and 4. The gaps are as follows.

Gap 1: Not Knowing what customers expect

Gap 2: Not selecting right service design and standards


48/78

78

Gap 3: Not delivering as per service design and standards

Gap 4: Not matching performance to promises

Gap 5: Difference between customer expectations and perceptions

Reasons for GAP 1 Reasons for GAP 2

Inadequate marketing research Poor service design

Lack of upward communication Absence of customer-driven standards

Insufficient relationship focus Inappropriate physical evidence

Inadequate service recovery.

Reasons for GAP 3 Reasons for GAP 4

Deficiencies in human resource policies Lack of integrated marketing communications

Customers who do not fulfill roles Ineffective management of customer expectations

Problems with service intermediaries Overpromising

Failure to match supply and demand. Inadequate horizontal communications.

Gap 1 Prescription :

Learn What Customers Expect

Get a better understanding of customer expectations through research, complaint analysis,

customer panels, etc.

Increase direct interactions between managers and customers to improve understanding


49/78

78

Improve upward communication from contact personnel

Turn information and insights into action.


Establish the Right S Q Standards

Top management ongoing commitment to quality

Translation by middle management

Train managers

Standardize repetitive work - consistency & reliability

Establish clear S. Q. goals

Employees should prioritize tasks

Employees must understand and accept goals and priorities

Reward managers and employees for attaining quality goals.


Ensure Service Performance Meets Standards

Clarify employee roles

Provide technical training

Match employees to jobs

Develop innovative recruitment and retention methods


50/78

78

Enhance employee performance

Teach employees about customer expectations, perceptions, and problems

Train employees in interpersonal skills

Eliminate role conflict

Treat customers as partial employees.

Gap 4 Prescription :Ensure That Delivery Matches Promises

Seek inputs from operations personnel when new advertising programmes are being created

Develop advertising featuring real employees

Preview advertisements before release

Develop internal education

Ensure that consistent standards of service are delivered across multiple locations

Manage customers expectations by letting them know what is and is not possible and the

reasons why

Identify and explain uncontrollable reasons for shortcomings in service performance.

METHODOLOGY (OR) TYPE OF RESEARCH:

Descriptive method has been used in this research for the collection of data .As the research is

related to the study of consumer behavior and satisfaction level, which can more effectively bestudied through direct question; experimental research will not be much effective

Qualitative research:


51/78

78

Qualitative research allows to explore perceptions, attitudes and motivations and to

understand how they are formed. It provides depth of information which can be used in its own

right or to determine what attributes will subsequently be measured in quantitative studies.

Quantitative research:

Quantitative research is descriptive and provides hard data on the numbers of people

exhibiting certain behaviors, attitudes, etc. It provides information in breadth and allows you to

sample large numbers of the population.

Descriptive research:

Descriptive research is used to obtain information concerning the current status of the phenomena to describe "what exists" with respect to variables or conditions in a situation. The

methods involved range from the survey which describes the status quo, the correlation study

which investigates the relationship between variables, to developmental studies which seek to

determine changes over time

Statement of the problem

Identification of information needed to solve the problem

Selection or development of instruments for gathering the information

Identification of target population and determination of sampling procedure

Design of procedure for information collection

Collection of information

Analysis of information

Generalizations and/or predictions

LIMITATIONS

Limited area:-


52/78


53/78

78

Here an attempt has been made to know the Customers view regarding the level of

service quality being provided by BIG BAZAAR Supercentre, Mysore.

1. Are you visiting the store for the first time?

PARTICULARS NO OF RESPONDANTS % OF RESPONDANTSYes 14 7%

No 186 93%TOTAL 200 100%

Inference:

According to the survey done, 93% of the customers say that they have visited the store many

times whereas rest 7% of the customers say they are visiting the store for the first time.

2. How often do you visit BIG BAZAAR?

PARTICULARS NO OFRESPONDANTS

% OF RESPONDANTS

Once in a week 48 24%Once in a fortnight 52 26%


54/78


55/78


56/78

78

Inference:

According to the survey done, 28% of the customers feel that the ambient conditions in the store

is average, 27% feel its very poor , 24% of the respondents say it is poor whereas 16% of the

respondents feel it is very good and expect more and rest 5% say the conditions provided is

excellent and to keep going .

5. Physical layout of the various sections/ store?


% OF RESPONDANTS

Very poor 10 5%Poor 30 15%Average 78 39%Very good 58 29%Excellent 24 12% TOTAL 200 100%


57/78

78

Inference:

According to the survey done, 39% of the respondents feel that the physical layout of the store is

average ,whereas 29% feel the layout and physical structure of the store is very good and among

the rest respondents 15% of the total feel the layout of the store is poor and 12% say its excellent

the rest 5% of the crowd say its very poor .

6. Cleanliness


% OF RESPONDANTS



58/78

78

Inference:

As per the survey done, 29% of the respondents feel the store is not so clean and its poor where

as 27% of the crowd believe that store is very much clean an good to look ,24% of respondents

view towards cleanliness is average and 10% say its very poor and other 10% say its excellent and

maintain the same .

7. Visually appealing signs and boards


% OF RESPONDANTS



59/78

78

Inference:

As per the data collected believe 38% of the respondents say the visually appealing signs and

boards are up to mark mean to say its average and 20% say its very good, 18% of the total

respondents say its very poor and 17% feel the signs and boards being displayed is excellent rest

7% say its very poor .

8. Neat and professional appearance of employees


% OF RESPONDANTS



60/78

78

Inference:

According to the survey done30% of the respondents say the appearance of the employees is

average , same way 30% say its very good and 24% of the crowd believe the appearance is not

up to the mark and therefore poor and 10% of them say its excellent finally the rest 6% say very

poor .

9. Employees willingness to help customers


% OF RESPONDANTS



61/78

78

Inference:

As shown in above graph among the total respondents 44% of the respondents say the

employees courtesy and willingness is average , 28% of them say very good whereas 15%

opinion is excellent , 11% of the respondents say poor and rest 2% opinion is very poor .

10. Use of customers feedback to improve service standards


% OF RESPONDANTS

Very poor 50 25%Poor 30 15%

Average 64 32%Very good 38 19%Excellent 18 9% TOTAL 200 100%


62/78

78

Inference:

As per the above graph among the total respondents 32% of the respondents say the use of

customers feedback is average , 25% of them say very poor whereas 19% opinion is very good ,

15% of the respondents say poor and rest 9% of the total believe feedback is taken well and used

up to mark .

11. Provision of reliable information


% OF RESPONDANTS



63/78

78

Inference:

According to the survey done, 43% of the customers feel that the information provided is

average , 28% feel its very good , 21% of the respondents say it is poor whereas 4% of the

respondents feel it is very poor and rest 4% say the information provided is excellent.

12. Diversity and range of goods of goods / services


% OF RESPONDANTS

Very poor 24 12%Poor 46 23%

Average 56 28%Very good 46 23%Excellent 28 14% TOTAL 200 100%


64/78

78

Inference:

As per the survey done, 28% of the customers feel that the range of goods available in the store

is average, 23% feel its very good , 23% of the respondents say it is poor whereas 14% of the

respondents feel it is excellent and expect more and rest 12% say that the goods in the store is not

up to the mark and very poor .

13. Service innovation (offers, tie-ups, promotional campaigns)


% OF RESPONDANTS



65/78

78

Inference:

According to the survey done,38% of the customers feel that the innovations offers and tie upsin the store is average, 27% feel its very good, 18% of the respondents say it is poor whereas

10% of the respondents feel it is excellent and expect more and rest 7% say that innovations and

tie ups is very poor .

14. Convenience of operating hours and days


% OF RESPONDANTS


Inference:

0

10

20

30

40

50

60

70

80

very poor poor average very good excellent

Innovations offers tieup

0

10

20

30

40

50

60

7080

very poor poor average very good excellent

Convenience of operating hour


66/78

78

According to the survey done, 38% of the customers feel that the operating hours of the store is

very good , 28% feel its average ,21% of the respondents say it is poor whereas 10% of the

respondents feel it is excellent and expect more and rest 3% say to extent the operating schedule .

15. Safety and security


% OF RESPONDANTS


Inference:

According to the survey done, 25% of the customers feel that the store safety and security is very

good,25% feel its average , 24% of the respondents say it is excellent whereas 18% of the

respondents feel it is poor and expect more and rest 8% say the security is very poor and improve

on it .


67/78

78

16. Lifts /escalator services


% OF RESPONDANTS


Inference:

As per the survey done, 35% of the customers feel that lift service provided in the store is

average, 25% feel its poor and dangerous, 15% of the respondents say it is very good whereas

15% of the respondents feel it is very poor and expect more and rest 10% say the service

provided is excellent and to keep going .


68/78

78

17. Rest room services


% OF RESPONDANTS


Inference:

According to the survey done, 31% of the customers feel that the rest room in the store is

average, 30% feel its very good and tidy ,19% of the respondents say it is poor whereas 10% of

the respondents feel it is very poor and expect more and rest 10% say the rest room provided is

excellent and to keep going .


69/78

78

18. Parking facilities


% OF RESPONDANTS


Inference:

According to the survey done, 43% of the customers feel that the parking facilities in the store is

average, 30% feel its poor , 15% of the respondents say it is very poor whereas 8% of the

respondents feel it is very good and expect more and rest 4% say the parking provided is excellent.

19. Customers services desk (csd)


% OF RESPONDANTS


70/78

78


Inference:

According to the survey done, 32% of the customers feel that the customer service desk in the

store is average, 30% feel its excellent , 20% of the respondents say it is average whereas 11%

of the respondents feel its poor and expect much more and rest 7% say the conditions provided

is very poor .

20. Overall how satisfied are you with the customer service experience?


% OF RESPONDANTS

Very satisfied 96 48%Somewhat satisfied 84 42%


71/78


72/78

78

TOTAL 200 100%

Inference:

According to the survey done, 36% of the customers say that the store can be rated as very good

and 36% of them say its good whereas 18% of the respondents say average and the rest of them

vote for excellent .

FINDINGS AND OBSERVATIONS

1. Almost every person contacted or interviewed said that he/she has visited the store,

Maximum number of respondents said they are aware of service being provided.

2. It has been found out that most of the people in Mysore city visit big bazaar for shopping,

refreshment and enjoy.


73/78

78

3. Consumers choose big bazaar to shop because they want all under one roof, variety and

brands according to the consumers is economic as compared to shopping at other places.

4. Advertising plays a very crucial part in the consumer decision making process.

5. Most of the respondents take on the spot decision of buying different products because of the

various attractive product displays and pretty combination which the store tries on the

mannequins is mostly dependent by the customers, show that most of the consumers are attracted

towards different fancy displays.

6. For most of the respondents quality plays a very important role because most of the

respondents said that they want quality service to be provided and thats also one reason for most

of the respondents sticking to particular store.

7. We can also say that location, variety convenience and economical products are not the only

things which attract the customer but there are some other factors which play a major role in

attracting the customers as mentioned.

8. Also various ambient conditions as noise, music, physical layout cleanliness, safety andsecurity parking facilities are the major Determinants which respondents use to decide the level

of service quality provided by the store .

9. Finally many customers feel the surrounding and entrance of the store very much untidy and

not always cleaned so many customers feel and want entrance to be good and clean.

CONCLUSION


74/78

78

Consumers behaviour is often studied because certain decisions are significantly affected by

their behaviour or expected actions. For this reason consumer behaviour is said to be applied

discipline.

1. In a general sense, the most important reason for studying consumer behaviour is the

significant role it plays in our lives. Much of our time is spent directly in the market place, eating

or engaging in other activities. A large amount of additional time is spent thinking about products

and services, talking to friends about them, and seeing or hearing advertisements about them. In

addition, the goods people eat and the manner in which they use them significantly influence how

they live their daily lives. These general concerns alone are enough to justify our study of

consumer behaviour. However, many seek to understand the behaviour of consumers for what are

thought to be more immediate and tangible reasons.

2. The main reason behind this project was to find out the level of quality service being

provided at big bazaar Mysore by the data collected one can clearly say that most of the

customers vote for average to that of most of the questions and finally among the whole around

67% of them feel the store is good .

RECOMMENDATIONS


75/78

78

Customers are becoming price conscious they are having many options in the market considering

the consumer buying behavior the store should take certain definite steps like retaining customers

by giving more quality service to the customers to match their expectations.

The trend today has been to combine shopping with various offerings for ex apart from

shopping a customer enjoys food courts, games and many others services which competitors

provide.

Shopping has made people spend not just on their requirements of goods to be bought but to look

on the totality of the experience have a experience of quality service enjoy the fun zone have a

nice time listening to music air temperature etc finally everything should be in such a way that

ALL UNDER ONE ROOF

The benefits of this totality offering are that many vendors get to have people patronized their

offerings while the shopping experience i.e. being enhanced more business is got by the stores at

the venue. Shopping is no longer a onetime agenda for people. Various options are opening up.

During the analysis it was found that customers become loyal to few shops or department stores

and visit them often as compared to other. Although it was found all of them keep approximately

same kinds of brands and products and the same pleasing environment. All this in mind we need

to differentiate our store from others in the city to build up our own set of customers. It was foundthat the major problem faced by the customers is the crowed at the cash counter. The life of

todays generation has become very fast. They dont want to wait in a queue for a longer period.

Thus we must provide better service by speeding up the billing in the cash counters.

One advantage is that there is only one store in the city where as others are the department stores.

So enhance it and make it better to make it different i.e. by having special attraction like body spa,

Gym in the store. There should be a provision for ATMs in the store too.

ANNEXURE:


76/78

78

SERVICE QUALITY AT BIG BAZAAR, MYSORE.

Dear sir/ Madam,

I SUPREETH .Sstudent of Cambridge institute of technology, Bangalore conducting aSurvey on Service Quality at Big Bazaar

This survey is a part of my partial fulfillment of MBA course. Please provide relevant

Information by filling this questionnaire to make my survey more comprehensive. All details

from your part will be kept very much confidential.

RESPONDENT PROFILE

NAME: __________________

GENDER : Male / Female

AGE: ________ years

OCCUPATION: [ ] Industry (Product / Service) [ ] Not Working[ ] Government (Central / State) [ ] Self Employed

[ ] Retired (Voluntary / Superannuation)

AVERAGE MONTHLY PERSONAL INCOME:[ ] Up to Rs. 10,000 [ ] Rs. 10,001 Rs. 20,000

[ ] Above Rs. 20,000 [ ] No income 1) Are you visiting the store for the first time?

Yes ---- No ----


77/78

78

2) How oftendo you visit BIG BAZAAR ?[ ] Once in a week [ ] Once in a fortnight

[ ] Once in a month [ ] When ever need arises

3) To what extent were your complaintsresolved at Big Bazaar?

[ ] Well [ ] Very well

[ ] Cant say [ ] Bad

Rate the following attributes of big bazaar by just TICKING ( ) theAppropriate Column.

7) Overall, how satisfied are you with the customer service experience?

VeryPoor

Poor Average Very good Excellent

Ambient conditions such as

temperature, noise, ventilation,

odour prevailing in the

premises

Physical layout of the various

sections/store.

Cleanliness

Visually appealing signs and

boards

Neat and professional

appearance of employees

Employees willingness to

help customers

Very Poor Poor Average Very good Excellent

Use of customer feedback to

improve service standards

Provision of reliable

information

Diversity and range of goods /

services

Service innovation (offers,

tie-ups, promotional

campaigns)

Convenience of operating

hours and days

Safety and security

Lift/ escalator services

Rest Room services

Parking facilities

Customer service desk

(CSD)


78/78

[ ] Very satisfied [ ] somewhat satisfied

[ ] Very dissatisfied [ ] somewhat dissatisfied

8) How do you rate the store?

Average --- Good--- Very good--- Excellent---

BIBLIOGRAPHY

BOOKS:

1) PHILIP KOTLER, The principles of marketing, Tata Mc Grew-Hill Publishing 13TH

EDITION, 2005

2) RAJENDRA NARGUNDKAR, Marketing Research, -TMH, 2/e, 2004

3) CHETAN BAJAJ, Retail Management-OXFORD

WEBSITES:

www.google.com

www.futurebytes.com

www.futuregroup.com
http://www.google.com/http://www.futurebytes.com/http://www.futuregroup.com/http://www.google.com/http://www.futurebytes.com/http://www.futuregroup.com/

Documents

Supreeth Draft