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TABLE OF CONTENTS

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TABLE OF CONTENTS

S.NO. Contents Page no

1 COMPANY PROFILE 7-25

2 Organization Structure 26-30

3 Management style 28

4 Strategy 28

5 Department and Products 29-30

6 Introduction 31-38

7 Retailing Scenario 39-47

8 Data Analysis 48-58

9 Research Objective 59-60

10 Research methodology 61

11 Analysis and Interpretation 62-79

12 Findings 80-81

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13 Recommendations 82-83

14 Limitations 84-85

15 Bibliography 86-87

16 Annexure 88-90

17 Location 91-92

18 Competitors 93

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COMPANY PROFILE

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Company profile

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 10 million square feet of retail space, has over

1000 stores across 61 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, Depot,

Shoe Factory, Brand Factory, Blue Sky, Fashion Station, aLL, Top 10, mBazaar and Star and

Sitara. The company also operates an online portal, futurebazaar.com. A subsidiary company,

Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions

store, Collection i, selling home furniture products and E-Zone focused on catering to the

consumer electronics segment.

Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the US-

based National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at

the World Retail Congress held in Barcelona.

Pantaloon Retail is the flagship company of Future Group, a business group catering to the

entire Indian consumption space. Pantaloon is not just an organization - it is an institution, a

centre of learning & development. We believe that knowledge is the only weapon at our

disposal and our quest for it is focused, systematic and unwavering.

At Pantaloon, we take pride in challenging conventions and thinking out of the box, in travelling

on the road less traveled. Our corporate doctrine ‘Rewrite Rules, Retain Values’ is derived from

this spirit.

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Over the years, the company has accelerated growth through its ability to lead change. A

number of its pioneering concepts have now emerged as industry standards. For instance, the

company integrated backwards into garment manufacturing even as it expanded its retail

presence at the front end, well before any other Indian retail company attempted this. It was the

first to introduce the concept of the retail departmental store for the entire family through

Pantaloons in 1997. The company was the first to launch a hypermarket in India with Big

Bazaar, a large discount store that it commissioned in Kolkata in October 2001. And the

company introduced the country to the Food Bazaar, a unique 'bazaar' within a hypermarket,

which was launched in July 2002 in Mumbai. Embracing our leadership value, the company

launched aLL in July 2005 in Mumbai, making us the first retailer in India to open a fashion

store for plus size men and women.

Today we are the fastest growing retail company in India. The number of stores is going to

increase many folds year on year along with the new formats coming up. The way we work is

distinctly "Pantaloon". Our courage to dream and to turn our dreams into reality – that change

people’s lives, is our biggest advantage. Pantaloon is an invitation to join a place where there

are no boundaries to what you can achieve. It means never having to stop asking questions; it

means never having to stop raising the bar. It is an opportunity to take risks, and it is this

passion that makes our dreams a reality.Come enter a world where we promise you good days

and bad days, but never a dull moment!

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Future Group

Future Group is one of the country’s leading business groups present in retail, asset management, consumer finance, insurance, retail media, retail spaces and logistics. The group’s flagship company, Pantaloon Retail (India) Limited operates over 10 million square feet of retail space, has over 1,000 stores and employs over 30,000 people. Future Group is present in 61 cities and 65 rural locations in India. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and online retail format, futurebazaar.com.

Future Group companies includes, Future Capital Holdings, Future Generali India Indus League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling Co. Future Capital Holdings, the group’s financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels.

The group’s joint venture partners include Italian insurance major, Generali, French retailer ETAM group, US-based stationary products retailer, Staples Inc and UK-based Lee Cooper and India-based Talwalkar’s, Blue Foods and Liberty Shoes.Future Group’s vision is to, “deliver Everything, Everywhere, Every time to Every Indian Consumer in the most profitable manner.” The group considers ‘Indian-ness’ as a core value and its corporate credo is- Rewrite rules, Retain values.

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Mr. Kishore Biyani

Managing Director(FUTURE GROUP)

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Major Milestones

1987 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser, India’s first formal trouser brand.

1991 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 Pantaloons – India’s family store launched in Kolkata.

2001 Big Bazaar, ‘Is se sastaauracchakahinahin’ - India’s first hypermarket chain launched.

2002 Food Bazaar, the supermarket chain is launched.

2004 Central – ‘Shop, Eat, Celebrate In The Heart Of Our City’ - India’s first seamless mall is launched in Bangalore.

2005 Fashion Station - the popular fashion chain is launched

aLL – ‘a little larger’ - exclusive stores for plus-size individuals is launched

2006 Future Capital Holdings, the company’s financial arm launches real estate funds Kshitij and Horizon and private equity fund Indivision. Plans forays into insurance and consumer credit.

Multiple retail formats including Collection i, Furniture Bazaar, Shoe Factory, EZone, Depot and futurebazaar.com are launched across the nation.

Group enters into joint venture agreements with ETAM Group and Generali.

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Our culture

At Pantaloon, Empowerment is what you acquire and Freedom at Work is what you get. We believe our most valuable assets are our People. Young in spirit, adventurous in action, with an average age of 27 years, our skilled & qualified professionals work in an environment where change is the only constant.

Powered by the desire to create path-breaking practices and held together by values, work in this people intensive industry is driven by softer issues. In our world, making a difference to Customers’ lives is a Passion and performance is the key that makes it possible. Out of the Box thinking has become a way of life at Pantaloon and living with the change, a habit.

Leadership is a value that is followed by one and all at Pantaloon. Leadership is the quality that motivates us to never stop learning, stretching to reach the next challenge, knowing that we will be rewarded along the way. In the quest of creating an Indian model of retailing, Pantaloon has taken initiatives to launch many retail formats that have come headed for serve as a benchmark in the industry. Believing in leadership has given us the optimism to change and be successful at it. We do not predict the future, but create it.

At Pantaloon you will get an opportunity to handle multiple responsibilities, and therein, the grooming to play a larger role in the future. Work is a unique mix of preserving our core Indian values and yet providing customers with a service, on par with international standards.

At Pantaloon you will work with some of the brightest people from different spheres of industry. We believe it’s a place where you can live your dreams and pursue a career that reflects your skills and passions.

NewdiscoveriesinretailIn the financial year 2006-07, the company’s retail businesses discovered new categories across

formats, new sets of consumers and fresher and contemporary merchandise. We have been able

to offer more in the established businesses and gain favourable acceptance with new concepts. In

addition, concerted expansion plans saw retail space increase to over 5.2 million square feet at

the end of 2006-07. This expansion mode was characterized by a twopronged approach. By

dominating the cities the company was already present in and by bringing the benefits of modern

retail to towns and cities like Mangalore, Palakkad, Surat, Indore, Kanpur, Haldia, Agra,

Coimbatore, Jaipur and Panipat. The company has also undertaken significant private label

initiatives in food, in general merchandise and in the consumer durables and electronics

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categories. Strategic alliances have also been forged with established domestic and international

brands. However, the most significant development was the internal realignment the company

undertook within each of its retail businesses. To embark on a more detailed approach towards

value creation and increasing efficiency, the company reviewed its business operations and

adopted a more focused approach by creating an integrated support unit or Line of Business.

Augmenting the retail front-end team, Line of Business (LoB) units have been

created in the three most critical businesses – food, fashion and general merchandise. Formed

during the second half of 2006-07 these business units focus on introducing optimum operational

efficiencies. Thus, these units ensure that back - end measures are appropriately taken care of

and the right kind of merchandise reaches the stores in the best possible time, at the right price.

These teams focus on product consolidation and suitability, margin improvement, and vendor

rationalization, thereby ensuring that the sourcing benefits are made available to the front - end

team.The company’s efforts over the next couple of years would entail a combination of

expansion and process upgradation and implementation.

The emphasis will be on the next discoveries to be made in the retail space that will lead to

expansion. At the same time, there will be an increased focus on micro detailing aspects

including process, product and operational efficiencies thereby contributing positively to the

company’s bottom-line.

discovering fresh fashion

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It was the first Pantaloons store in Kolkata that set off a chain of discoveries that have led us to

where we are today. Ten years later, we have launched our largest Pantaloons store in

Kankurgachi in Kolkata. Spread across 85,000 square feet, the store is the first among a series of

large format stores that will be launched across the nation. After consolidating its Fresh Fashion

positioning, Pantaloons embarked on a major expansion during the year 2006-07. In 8 cities,11

Pantaloons stores were opened with 7 of them opening in the single month of March 2007. The

total count of Pantaloons stores as on 30th June 2007 stood at 31 with the total area under retail

close to 1 million square feet.In order to maintain the top of the mind association with fashion in

India, Pantaloons continued to be the title sponsor for the Femina Miss India 2007 pageant. In

addition, BipashaBasu and Zayed Khan were roped in as brand ambassadors in the month of

August 2006. The success of this initiative was evident in the increased sales for the ‘HaldiGulal’

range as well as the ‘SvayamUtsav’ summer collection that were endorsed by Bipasha and

Zayed.The private label apparel share during the year was in excess of 70 percent. The year also

witnessed categories like Winter-wear and Ethnic Ladies-wear strengthening their presence in

the stores. The increasing success of the store brand is evident from the fact that the store’s

loyalty programme, Green Card, added 200,000 new members.

Pantaloons will see a significant expansion during the coming year with an increase of nearly

0.50 million square feet of retail space and an addition of about 15 stores. Pantaloons will look at

dominating cities where it has a first entrant advantage and will scale up sizeably with larger

stores, additional categories and retail formats. The year 2007-08 will witness considerable focus

in the North and East regions. Delhi and the NCR area along with Punjab, Chandigarh and

Ludhiana will see the next stage of expansion. Cities like Ranchi, Guwahati and Siliguri in the

East will also discover Fresh Fashion.

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discovering more value

In 2006-2007, more Indians discovered the value of shopping in Big Bazaar. And with the

launch of each store, we discovered more value in terms of operational efficiency. Big Baazaar

launched 27 new stores in 22 cities, covering over 1.40 million square feet. As of June 2007,

there were 56 Big Bazaar stores across 43 cities. While Big Bazaar continued to expand in the

large cities, it also tapped consumption potential in smaller cities like Agra, Allahabad,

Coimbatore, Surat, Panipat, Palakkad, Kanpur and olhapur.

The year under review also witnessed realigning of business teams with shared

experience in category management, sourcing, front-end operations and business planning. In

addition, separate teams have been formed to look into all aspects of new store launches and to

manage mature stores. This provides more flexibility and focus in expansion plans.

The increase in SKUs in existing categories and the introduction of new categories encouraged

the opening of larger stores or Super Centres, measuring 100,000 square feet or more. There are

now 5 Big Bazaar Super Centres. Considering this scale of expansion, technology plays a

significant facilitating role. The introduction of SAP in 2005-06 and its roll out during the year,

positively impacted the business.

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Big Bazaar has initiated the process of Auto Replenishments Systems, thus improving

operational efficiencies and productivity. The company has also rationalized nearly 250 vendors

through better vendor management in terms of potential to expand, and for inclusion and

upgradation to the online B2B platform. The company plans to open over 60 stores across India

in FY 2008, and the opening of the 100th Big Bazaar store will mark the fastestever expansion

by a hypermarket format.

discovering the new consumer

Based on the company’s in-house consumer data and research, and in cognizance with

observations on customer movements and the shopping convenience factor, Food Bazaar has

initiated certain refurbishments and layout design across all stores. The intention is to

continuously change with the times and demands of the evolving Indian consumer.

Food Bazaar also witnessed healthy expansion during the year 2006-07, making its presence felt

in nearly 26 cities and adding 40 stores during the year under review. The total count of Food

Bazaars as on 30th June 2007 stood at 86 stores. The year under review witnessed the company’s

private label programme gaining significant traction. The brands have been very competitive vis-

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à-vis the established brands in quality and price terms, and have in fact scored better than

national or international players in certain categories.

The share of private labels as a percentage of total Food Bazaar revenues has increased

significantly and comprise nearly 50 merchandise categories.

While Fresh & Pure brand entered categories like cheese slices, frozen peas, honey,packaged

drinking water and packaged tea, the Tasty Treat brand received a very favorable response in

new categories like namkeens and wafers. In the home care category, Caremate launched

aluminum foil and baby diapers while Cleanmate launched detergent bars and scrubbers.

A new format ‘BB Wholesale Club’ was launched and 4 such stores have been opened so

far. To be managed by Food Bazaar from the ensuing financial year, this format sells only multi-

packs and bulk packs of a select range of fast moving categories and caters to price sensitive

customers and smaller retailers.

The company has also forged tie-ups with established companies like ITC, Adanis, DCM Group,

USAID and other farm groups in Maharashtra and Madhya Pradesh to source directly from them.

These alliances are expected to drive efficiencies as well as bring better products to consumers.

By the end of FY 07-08, the total number of Food Bazaar stores is expected to be 200.

Future ideasDiscovering new opportunities

Future Ideas is the Innovation, Design & Incubation cell within Pantaloon Retail that stems from

the core proposition - ‘Protecting and preserving the soul of a small business or enterprise within

a large organisation.’ Future Ideas deals with the whole aspect of idea creation, scenario planning

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activities, alternate approaches to an issue, providing varied outcomes and solutions to a problem

and handholding the activity till its success parameters are satisfied.

A unique initiative in corporate India, Future Ideas rests on a tripod that can

be classified as Innovation driven, Design Management approach and an Incubation chamber,

each with its own uniqueness, yet with common objectives. The Design Management team looks

at each observation made by the Innovation team, and brainstorms by using a collaborative and

holistic approach. The resultant ideas are then nurtured within the Incubation cell. The

Incubation team comprises of business teams, mentored by the Innovation and Design teams.

They are people who are released from their original businesses or concepts and made part of the

entire ideation process at Future Ideas. They remain at Future Ideas till project completion stage

when the successparameters for running the business are met.

Future Ideas draws inspiration for most of its activities and projects, keeping in mind the new

genre of aspirational Indians. At any point of time Future Ideas would work on about 20 varied

projects within the Future Group.

Some of the formats that are now being incubated by this team include Top10, Depot, Star

&Sitara and Talwalkars’ Fit & Active. The team is also working on ideas around small format

no-frills stores, rural retailing, fashion for the masses and on projects involving women and self-

help groups.

Discovering new segments

epot, in many cities, is the first modern retailer in books and music and the

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response has been overwhelming. The core differentiators of Depot are its young, colorful and

vibrant stores, strong regional range, affordability and a private label publishing program - Depot

Exclusives. In its first year of operation, Depot has launched 6 stand-alone stores and 50 cut-ins.

Along with its expansion in major cities, Depot debuted in smaller towns like Rajkot, Vadodara,

Haldia, Thrissur, Palakkad and Tiruvanantharam.

The Depot Exclusives (released solely inDepot) catalogue expanded rapidly with over 100 titles

across genres like children’s books, cookery, regional literature etc. Reputed authors/ imprints

like Nita Mehta and SanjeevKapoor in cookery, Disney in children’s books etc., have been

associated with the company. Depot has also tied-up with the UK based publisher of

children’s books, Small World, to co-publish a series of toddlers’ interactive books. In FY 2007-

08, the total Depot footprint should cross over 100 stores.

The Health, Beauty & Wellness business opened 35 new outlets in the beauty products, services

and holistic health care formats Multiple formats operate in this segment, including Tulsi, the

pharmacy chain and Star &Sitara, the beauty products cut-ins and Star &Sitara Salons. The

largest format, Beauty Free offers unique combination of products, services and holistic health

offerings.

To capture the increasing consumption spend on wellness and preventive health care, the joint

venture between Pantaloon Retail (I) Limited and Talwalkar Better Value Fitness opened its first

‘Talwalkars Fit & Active’ health centre at Orchid City Centre, Mumbai in April 2007. Spread

over 5,200 square feet, it is the country’s first health centre to offer health, fitness and gym

services within a modern retail and consumption environment.

The venture is also looking at innovative value added offerings in the fitness space as well as

developing a Spa model for the Fit & Active brand across the country, by increasing its presence

to nearly 50 such centers in the near future.

HumanResources

Discovering talent diversity

The company strongly believes that its sustainable competitive advantage lies in the values that it

cherishes, the culture that it imbibes and spirit of enterprise that resides within the organization.

Talent management therefore continues to be the core focus for the company. Considering the

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multiple businesses and rapid expansion expected across the business, the company saw merit in

taking a fresh guard to the way in which business would run in order to meet the next leg of

expansions.

During the year 2006-07, the company conducted an extensive review of in-house talent

management, which involved mapping every managerial position in the organization for their

skill sets, competence and attitudinal aspects as well as taking an inventory check of the existing

talent base and addressing their development needs. Development Centres were created with in-

house assessors, which further aided in identifying potential resources and helped chalk out post

assessment development plans.

Continuing with its policy of strategic alliances, the company is collaborating on joint degree

programs with 15 management schools, design institutes and institutes of higher learning in areas

like food business, supply chain management, design experience management etc. This ‘Seekho’

programme for external and internal candidates has ensured a steady stream of mid level, well

trained retail professionals every year.

The company’s ‘Gurukool’ programme provides the front-end employees an opportunity to

imbibe the company’s values and a sense of ownership to the company. The company has also

created an Employee Growth Trust Fund that was launched during the last financial year for the

senior management.

Equal Opportunity

The company believes that in order to build a sustainable business environment, the composition

of its talent base needs to reflect the diversity that exists in our country and among its customers.

Therefore the company ensures that the proportional representation of different communities in

the Indian population is mirrored in its employee profile. The majority of employees in the

company come from socially and economically marginalized sections of the society. Close to

46% of the employees in the organization are women and the average age within the

organization is 27 years.

The effectiveness of its talent management initiatives is reflected in the fact that the annual rate

of attrition is 8.12%, much below industry levels. The company plans to strengthen its employee

platform to about 30,000 people by FY 08, from nearly 18,000 people as on FY 07.

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Human Resource InitiativesPantaloon Retail believes that one of its sustainable competitive advantages will continue to be

the people who are part of the organization. Being in service industry, the Company places a lot

of focus is placed on attracting, training, incentivising and retaining talent. The vision is "To

provide an environment that creates happy people who have a meaningful life and add value to

business and society." With over 18000 employees at an average age of 27 years, the Company

prides itself on being a young and energetic organization, driven through the 'The Pantaloon

People Management System'. This is

built on 5 pillars of people based growth, namely - Culture Building, Performance Management

through Balanced Scorecard, People Processes, Management Processes and Leadership

Brilliance. Training A competent Learning & Development Team is responsible for training

employees at all the levels across the countr y, focusing on primary and secondary research into

various aspects of retail and assessment of training needs across Knowledge, Skills & Attitude

areas. The emphasis is on creating product and process knowledge through well defined

programs like Praarambh and Parikrama. For the critical front line staff, the Company's

unique outbound residential training program Gurukoolfocuses on integrating the mind, body

and soul and brings about measurable attitudinal and behavioral changes.

The program has covered nearly 4,500 employees. The SMILE initiative for training of new

Store Manager's has been created and disseminated to over 100 store managers by this team

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.

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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.

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.

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Group Vision Future Group shall deliver Everything, Everywhere, Every time for Every Indian

Consumer in the most profitable manner. 

Group Mission

• We 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

Indianness:

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.

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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.

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ORAGANATION STRUTURE

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STORE MANAGER

ASSISTANTSTORE MANAGER

DEPARTMENTMANAGER

ASSISTANTDEPARTMENT

MANAGER

TEAMLEADER

SALES PERSONSOr

PROMOTERS

ORAGANATION STRUTURE

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MANAGEMENT STYLEThe 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 shop-

in-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.

THE STRATEGYSaving is key to the Indian middle class consumer. The store, which would be created, had to

offer value to the consumer. Keeping this in mind, the concept of Big bazaar was created.

In India, when a customer needs some thing for the home, a typical thought is to seek it from the

bazaar. A bazaar is a place where a complete range of products is always available to the

consumer. This is true across India. As the store would offer a large mix of products at a

discounted price, the name Big bazaar was finalized. The idea was to re-create a complete

bazaar, with a large product offering (at times modified to suit local needs) and to offer a good

depth and width in terms of range. The mind to market for the first store was just six months.

Price was the basic value proposition at Big bazaar. The Big bazaar outlets sold a variety of

products at prices, which were 5 to 60 percent lower than the market price. The line

“Issesastaaurachhakahinnahin”emphaised this.

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LINE OF BUSINESSLine of Business Sub Department Under the Brand BB-Fashion BF-Children’s BIG BAZAAR

BF-Kids Acc BIG BAZAARBF-Ladies BIG BAZAARBF-Ladies Acc BIG BAZAARBF-Men’s BIG BAZAARBF-Men’s Acc BIG BAZAAR

BB-GM-Fashion Fashion Accessories BIG BAZAARFootwear BIG BAZAARGF-Luggage BIG BAZAARGF-New Business BIG BAZAARGF-Sport Goods BIG BAZAARGF-Toys BIG BAZAAR

BB-GM-Home ware GH-Home décor BIG BAZAARGH-Household crockery BIG BAZAARGH-Household Plastic BIG BAZAARGH-Household utensil BIG BAZAAR

Beauty & health SS-Personal Grooming BIG BAZAAROne Mobile(communication) CM-Accessories ONE MOBILE

CM-Carriers ONE MOBILECM-Hardware ONE MOBILE

cure &care CC-Non Prescription SISCC-Prescription SIS

Depot DP-Book DEPOTDP-Multimedia DEPOTDP-Stationery DEPOT

Electronics EE-Cd&e Accessories HOME BAZAAREE-Computer &Acces HOME BAZAAREE-Consumer Durable HOME BAZAAREE-Electronics HOME BAZAAREE-Personal Electro HOME BAZAAR

Food Bazaar FB-Chef Zone FOOD BAZAARFB-Chill Station FOOD BAZAARFB-Fabricleen FOOD BAZAARFB-Fruits & Vegetable SISFB-Golden Harvest FOOD BAZAAR

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FB-Head to toe FOOD BAZAARFB-Hungry kya FOOD BAZAARFB-Spic N Span FOOD BAZAAR

Furniture FR-Furniture HOME BAZAARHome Fashion Home Fashion HOME BAZAARHome Improvement HI-Carpentry HOME BAZAAR

HI-Electricals HOME BAZAARHI-Improvement HOME BAZAAR

Lootmart Ladies BIG BAZAARMens BIG BAZAARMens Accessories BIG BAZAAR

Navras NR-Precious Jeweelle Navras

SISBB SIS Fashion Accessories SIS

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INTRODUCTION

A retailer or retail store is any business enterprise whose sales volume comes primarily from

retailing. Retail organizations exhibit great variety and new forms keep emerging. There are

store retailers, non store retailers, and retail organizations. Consumers today can shop for goods

and services in a wide variety of stores. The best-known type of retailer is the department store.

Japanese department stores such as Takashimaya and Mitsukoshi attract millions of shoppers

each year. These stores feature art galleries, cooking classes, and children’s playgrounds.

A retailer is at the end of the distributive channel. He provides goods and service to the

ultimate consumers. This he does through his small organization, with the help of a few

personnel. In an individual retail store there is not much scope for organization except in the

sense that the shopkeeper has to organize apportions his time and resources. The need for

organization becomes essential as soon as he hires people o enters into partnership or takes the

help of members of his family in running his store. A retailer deals in an assortment of goods to

cater to the needs of consumers. His objective is to make maximum profit out of his enterprise.

With that end

in view he has to pursue a policy to achieve his objective. This policy is called retailing

mix. A retailing mix is the package of goods and services that store offers to the customers for

sale. It is the combination of all efforts planned by the retailer and embodies the adjustment of

the retail store to the market environment. Retailing mix, a communication mix and a distribution

mix. The maximum satisfaction to the customers is achieved by a proper blend of all three.

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The success of the retail stores, therefore, depends on customers’ reaction to the retailing

mix which influences the profits of the store, its volume of turnover, its share of the market, its

image and status and finally its survival.

RETAIL

Retailing is the set of business activities that adds value to the products and services sold to the

consumer for their personal or family use.

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.

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• Retailing is an important institution in our society,

• Retailing provides considerable value to consumers while giving people opportunities for rewarding and challenging careers.

• Retail formats and companies are now major factors in the industry.

• The key to successful retailing is offering the right product, at the right price, in the right place, at the right time, and making a profit.

• Retailers must understand what customers want and what competitors are offering now and in the future.

The World of Organized Retailing

• Retailers are using sophisticated communications and information systems to manage

their business. The use of new technologies helps retailers reduce their operations costs,

while better serving their customers.

• To compete against non-store retailers, stores are now becoming more than just places to

buy products. They are offering entertaining and educational experiences for their

customers.

• In this dynamic environment, entrepreneurs are launching new companies and concepts

and becoming industry leaders, while traditional firms have had to rethink their

business.

• Retail managers today must make complex decisions on selecting target markets and

retail locations, determining what merchandise and services to offer, negotiating with

supplier and distributing merchandise to stores, training and motivating sales associates,

and deciding how to price, promote and present merchandise.

31

RETAIL MIX .

The retail mix is the combination of factors retail used to satisfied customer needs and influences

their purchase decision. Its include the type of merchandise and services offered, merchandise

pricing, advertising, promotional programs store design merchandise display, assistance to

customer provided by salespeople, and convenience of the store’s location.

Retail mix is the term used to describe the various elements and methods required to

formulate and execute retail marketing strategy.

Retail managers must determine the optimum mix of retailing activities and co-ordinate

the elements of the mix.

The aim of such coordination is for each store to have a distinct retail image in

consumers’ mind.

The mix may vary greatly according to the type of the retailer is in, and the type of

product/services.

While many elements may make up a firm’s retail mix, the essential elements may include:

Store location,

merchandise assortments

Store ambience,

customer service,

price,

Communication with customer

32

Personal selling

Store image

Store design

Sales incentives

People

Process

Physical evidence

Composition of retail mix

Place

Product

Price

Promotion

People

Process Physical Environment

Key element

1)Place (store location) 2)Product (merchandise)

Target market  Product development

Channel structure    Product management

Channel management  Product features and benefits

33

Retailer image  Branding 

Retail logistics  Packaging

Retail distribution

3)Price 4)Promotion

Costs  Developing promotional mixes

Profitability  Advertising management

Value for money  Sales promotion

Competitiveness  Sales management

Incentives  Public relations

Quality  Direct marketing

Status

After-sales services

5)People element 6)Process element

Staff capability  Order processing

Efficiency  Database management

Availability  Service delivery

Effectiveness  Queuing system

Customer interaction  Standardisation

Internal marketing

34

Retail mix planning

Retail mix plan consists of:

Setting objectives

Systematic way of identifying a range of options.

Formulation of plans for achieving goals

Logical sequence of retailing activities.

Importance of Retail mix planning

Hostile and complex retail environment

External and internal retail organisation factors interact

– Maximising revenue

– Maximising profit

– Maximising return on investment

– Minimising costs

Each element has conflicting needs

All these variables interact

All these variables result in optimum compromise.

Approaches to planning

Top down approach

35

Retail management sets goals and plans for all levels of management.

Bottom up approach

Various units prepare own goals and plans sent up for approval.

It is the effective blending of all the elements of retail mix activities within the retail

organization that determines the success of retail management. Discuss this statement and

explain with retail examples how the elements of retail mix could be blended to ensure the

success of retail operation.

36

RETAILING SCENARIO

RETAILING SCENARIO - INDIA

37

Indian retail market is the fifth largest retail destination; globally and owns the credit of being ranked as an

attractive market for retail investment by AT Kearneys eighth annual Global Retail Development Index (GRDI).

Retail industry is the largest segment in India, employing about 8% of the workforce, and contributing more than

10% of the countrys GDP. During the past decade, retail industries have built up strong lifestyle brands positioning

themselves to cater to the tastes and preferences of their consumers and utilizing the increasing income of the end

users. With the economy recovering faster than anticipated, there is a drastic change in the consumer spending

patterns

The retail industry is divided into organised and unorganised sectors. Over 12 million outlets

operate in the country and only 4% of them being larger than 500 sq ft (46 m2) in size. Organised

retailing refers to trading activities undertaken by licensed retailers, that is, those who are

registered for sales tax, income tax, etc. These include the corporate-backed hypermarkets and

retail chains, and also the privately owned large retail businesses. Unorganised retailing, on the

other hand, refers to the traditional formats of low-cost retailing, for example, the

local kirana shops, owner manned general stores, beedi shops, convenience stores, hand cart and

pavement vendors, etc.In India, a shopkeeper of such kind of shops is usually known as

a dukandar.

Most Indian shopping takes place in open markets and millions of independent grocery shops

called kirana. Organized retail such supermarkets accounts for just 4% of the market as of 2010.

India considered by many as the country of shopkeepers is true to a large extent because India has 5.5

outlets per 1000 people, which puts India in a unique position of having the maximum number of outlets in

comparison to any other country in the world. Small independent outlets currently are dominating Indian scenario, in

fact they contribute as much as 96% of the total retail sales. But with increasing number of nuclear families, working

women, greater work pressure and increased commuting time; consumers are looking for convenience. And,

convenience is defined as having everything under one roof and multiplicity of choice. This offers an excellent

opportunity for organised retailers in the country. Growth & development of organised retailing in India will be

mainly influenced by two factors: Price & benefits the consumers can't resist. Economies of Scale will drive down

the cost of the supply chain and increases benefits offered to the customer interface.

Organized Retail Formats in India

Here is a comprehensive list of Retailers in India across various segments.

HYPER MARKET: Big Bazaar, Spencers, Vishal Retail, Magnet, Star India Bazaar, Shop Rite.

38

DEPARTMENT STORES: Shoppers’ Stop, Pantaloons, Pyramid Mega Store, Lifestyle, Globus, Westside and

Central Mall.

CONVENIENCE STORES: Trumart, Nilgiris, Food World, Subhishka, Reliance Fresh, Tirtenthra, Spencers Daily

and Spinach.

SPECIALITY STORES: M.A.C, Titan, Bata and Tanishq.

SPECIALITY FORMATS: Archies, Depot, Landmark, Crossword and Planet M

FURNITURE RETAILING: Concept, Living Room, Style Spa and Tangent

CONSUMER DURABLE CHAINS: Viveks, Tata Croma, Vijay Sales, Sumaria

Analysis of Growth by ASSOCHAM

Organized retail growing at estimated 25%

It is expected that retail in India could be worth US$ 175-200 billion by 2016.

2007-08 Total retails contribution to GDP is between 8% which would further jump up to nearly 12% in

next few years. By 2011, retails contribution to national GDP in totality is likely to be 22%.

Opening 10 to 15 outlets by 2015, it plans to employ about 5,000 people selling groceries, consumer goods,

fruits and vegetables. India's retail industry is worth $300bn (£148bn)

Eg: Bharti is expected to invest 60 Billion with the largest retail Walmart

39

Growth of Indian Retail Sector

.

40

41

42

RETAIL STORES SURVEYED:RETAIL STORES SURVEYED:

EbonyEbony

BBeing a complete and grand departmental store Ebony appears to be one amongst the top

priorities when thought of departmental stores.

The store offers a huge range of products, in order to meet the needs of most of the segments of

the society, including all high-class brands and fabricated products, most of which are high

priced too, and become affordable by the middle income group only in the season of discounts

and offers, thereby giving an opportunity to the store to tap more segments into its customer

category. This also brings me to conclude that ebony targets mostly the elite top class of the

society, who are fairly well educated, and have a taste and preference for good quality stuff, and

who belongs to the upper or upper-middle classes of the society.

Some of the exclusive brands for different categories of apparels available in the store are

Zodiac, Park Avenue, Rock Port, Indigo Nation etc. for shirts, TNG, Parx, Lee Cooper etc. for

jeans, Nike, Adidas, Bentley, Liberty, Revlon. Shehnaz, L’Oreal, Swatch, etc.

Visiting one of the Ebony outlets in Delhi, i.e. at South-Extension, I could identify one thing

which is not common among any other departmental store is the existence of an exclusive

section for books and CD’s both of educative and leisure interests.

As per the manager, Mr. SanjeevSood (branch manager), and also through my observation I

could conclude the Ebony indulges in large-scale advertising in order to tap its (target)

customers. It also announces discount sales and other promotional offers at least twice to thrice

in a year, in order to induce the non-regular buyers to come to the store, having an implicit

motive of stock clearance too.

Besides this, the store also takes care of it loyal customer base, by sending them greeting on

important days of their own lives, as that of their B’ Days, Anniversaries, etc. which acts as a

EVP (Extra Value Proposition), to the store.

The sales staff is trained in such a manner so as to assist and help the customers while buying,

and not interfere or disturb them when they are in the process of making a purchase.

43

Shoppers’ StopShoppers’ Stop

Pioneers in organized retailing in India, Shoppers' Stop Ltd., was started by the Rahejas, with the

very first outlet being in Mumbai (a retail area of 4500 sq. ft.) in 1991. It now holds around 1,

95,000 sq. ft. of retail space from Shoppers' Stop alone. It also has chain of stores in other

formats, with Cross words and Shoppersstop.Com under its wings

Shoppers' Stop, is a specialty chain of garment and accessory retail stores with outlets in

Mumbai, Bangalore, Hyderabad, Jaipur, and New Delhi.

Crosswords is a specialty chain of books, music and gifts retail stores with outlets in

Mumbai, Bangalore, Ahmedabad, Delhi, Pune, Nasik, Goa and Vadodara.

Shoppersstop.Com (India) Pvt. Ltd, is 100percent subsidiary of Shoppers' Stop Ltd. It

has been floated with the intention of breaking down location barriers and helping customers

from around the world to "Feel the Shoppers' Stop shopping experience", online.

They offer their customers a range of the finest national and international brands, and a quality

and price assurance that is backed by their guarantee, stamped on every bill: "We are responsible

for the goods we sell."

Ask the staff what their USP is, and the reply comes lightening quick : Quality merchandise, supported by clean and

ambient surroundings, and warm and well-trained customer care associates.

As per the Asst. Marketing Manager Mr. PransanjeetDuttBarua, at Shopper’s Stop (AnsalPlaza), what makes

Shopper’s Stop different from other stores is the entire experience of shopping, that a customer goes through while

shopping at Shopper’s Stop.

To ensure its reach to its target audience Shopper’s Stop engages in advertising on the net, through news papers, TV,

radio, banners, hoardings, outdoor displays etc.

BigJo’s

OOne of the top stores on the priority list of a Delhi – based shopping spree seems to have top of the mind awareness,

due to successful advertising and cashing on the credit earned over the years, in terms of good quality merchandise

available in large variety.

Bigjo’s started under the aegis of JAINSON’S outfit is today a standard, that the connoisseurs of fine taste swear by

from men’s, women’s, kids fashion wear to every conceivable fashion accessories to the most wanted home

accessories. It has that entire customer needs in our everyday life.

44

Existing on 2 prime shopping locations - South Extension and C.P. adds to its advantages to capture its target

customers, who, belong to the relatively high-income category.

The store deals mostly in fabricated products, and sells mostly its own branded products. Like others store, Big Jo’s

too cares for its loyal customers base through loyalty programs using loyalty cards and special occasion greetings. It

also announces discount sales and other promotional offers at least twice to thrice in a year, in order to induce the

non-regular buyers to come to the store, having an implicit motive of stock clearance too

.

Pantaloon Retail ( India ) Limited

Pantaloon is among the leading players in the Indian retail market place. The Company has three formats –

departmental stores, hypermarkets and supermarkets. The departmental stores are christened

PantaloonStores,while.TheBiyani family controls the management of Pantaloon and is involved in the day-to-day

operations of the business. The family entered the business of textile manufacturing in the second half of 1980s. The

Group has a weaving plant for producing trouser lengths, which are sold under the brand name Pantaloon. The

Company entered retailing in the late 1980s with the introduction of Pantaloon shops across the country, using

franchisee formats. In the late 1990s, the Company forayed into the departmental store format. Pantaloon

Departmental Stores were amongst the first stores, which capitalized on the private label advantages. Almost 75

percent of the merchandise sold in the stores is private label, which gives higher profitability. Like others store,

pantaloons too cares for its loyal customers base through loyalty programs using loyalty cards and special occasion

greetings. It also announces discount sales and other promotional offers at least twice to thrice in a year, in order to

induce the non-regular buyers to come to the store, having an implicit motive of stock clearance too.

45

DATA ANALYSIS

46

1. Awareness of shopping malls in Delhi

Shoppers stop - 35/50

Pantaloon - 28/50

Ebony - 15/50

Big Jos - 12/50

None - 03/50

2. How frequently do you visit a shopping mall?

Shoppers stop Pantaloon Ebony BigJo's None0

5

10

15

20

25

30

35

35

28

1512

3

47

Once in two month - 11/50

Once a month - 22/50

Twice in a month - 15/50

Once a week or more - 09/50

None - 04/50

On patterns of visit - 12/50

3. Which day in a week normally do you prefer going to a mall?

Sunday - 28/50

Once in 2 months

once a month

Twice in a month

Once a week or more

Own patterns of visit

0 2 4 6 8 10 12 14 16 18 20

15

18

12

6

15

48

Monday - 05/50

Tuesday - 02/50

Wednesday - 0

Thursday - 0

Friday - 05/50

Saturday - 21/50

No specific day - 06/50

Sunday Monday Tuesday Wednesday Friday Saturday No specific day

0

5

10

15

20

25

30

49

4. When you visit a mall, you go

Alone - 02/50

With family - 20/50

With friends - 40/50

50

5. What are the timings during which you usually make these visits?

Between 10am - 12pm - 02/50

12 am - 3pm - 06/50

3pm - 10pm - 30/50

Between 10 am - 12 am

12 am - 3 pm 3 pm - 10 pm0

5

10

15

20

25

30

Alone With family With friends

0

5

10

15

20

25

30

35

40

51

6. What do you make generally purchase from malls?

Apparel - 32/50

Accessories - 24/50

Utility - 25/50

Jewellery - 0/50

Cosmetics - 14/50

Books - 20/50

Consumer durables - 7/50

Apparel Accessories Utility Jewellery Cosmetics Books Consumer durable

0

5

10

15

20

25

30

35

52

7. Age Group ( in years )

15-25 - 35/50

25-35 - 13/50

35-45 - 02/50

15-25 25-35 35-45

0

5

10

15

20

25

30

35

53

8.Gender Ratio

Male - 31/50

Female - 19/50

Male Female0

5

10

15

20

25

30

35

54

9. Family income (per month in rupees) :

Upto 15000 - 17/50

15000-30000 - 13/50

30000-50000 - 12/50

50000 and above - 8/50

Upto15000 15000-30000 30000-50000 50000 and above0

2

4

6

8

10

12

14

16

18

55

Please rate the factors given below that influence you visit to a shopping mall.

Not at all

important

Some what

important

Important Extremely

important

Discount 10 82 26 40

Display 11 29 47 37

Location 13 27 43 38

Packing space 16 28 41 52

Food joints 17 33 61 52

Ambience 9 25 56 35

Service - 13 39 73

Personnel - 16 40 33

Referrals 21 37 17 25

Playing arena for

kids

24 30 49 06

Membership

privilege

21 63 45 14

56

OBJECTIVE

57

OBJECTIVE

PRIMARY OBJECTIVE :

To study the effectiveness of retailing mix in the store.

To study the Technology, customers tastes and preferences in today’s generation.

To find out various information’s regarding market stratagy of different products.

To study the area of marketing in retailing mix and indian retail market.

To find out the process requiring care, sophistication, experience, business

judgment, and imagination for retail product.

To find out the customers response towards Big Bazaar.

To study the satisfaction level of customers in different attributes of Big Bazaar.

To identify main competitors of Big Bazaar.

To find out the future possibilities in retail market india and across india, like FDI.

To find out the coming consumers and competitor in retail sector like FDI.

58

SECONDARY OBJECTIVES :

1. To identify the performance of store operations.

2. To understand the quality of services maintained in the store.

3. To determine the performance of sales persons in the store.

4. To understand the availability of products in the store.

5. To identify the effectiveness of atmospherics in the store.

6. To find out the buying behavior of the customers coming in to Big Bazaar in 

NCR.

7.To determine the current status of Big Bazaar.

8. To study the furure completion with coming big marketers (FDI)

59

RESEARCH METHODOLOGY

Technology, customers tastes and preferences play a vital role in today’s

generation. Research Methodology is a set of various methods to be followed to

find out various information’s regarding market strata of different products.

Research Methodology is required in every industry for acquiring knowledge of

their products.

Area of methodology:

The study is exclusively done in the area of marketing. It is a process

requiring care, sophistication, experience, business judgment, and imagination for

which there can be no mechanical substitutes.

The methodology shows customers buying pattern with Big Bazaar in NCR area.

Its provide guideline for further research in NCR area for organized retail.

Research says about customer buying behavior towards Big Bazaar in NCR area.

The study rate of customer satisfaction level with Big Bazaar for NCR area. The

research is also important to identify Market size, growth and Market Potential of

Big Bazaar in NCR area. The research shows future Scenario of Big Bazaar in

60

current perspective. The study shows Opportunities and challenges for Big Bazaar

respect of internal & external environment. Research say about main competitors

in the field of organized retail sectors. The study provide guideline to further

extension of Big Bazaar in NCR area .The study provide help to know the

customers satisfaction with Big Bazaar stores.

61

• Type of research

Descriptive

• Type of data

Primary data

• Data collection method

Data is collected through structured questionnaire.

• Sampling

Convenient sampling

• Sample size

100

• Data analysis technique

Quantitative

• Data analysis tool

Bar charts,pie charts.

62

ANALYSIS AND INTERPRETATION

63

ANALYSIS AND INTERPRETATION

Q1. In a month how many times you visit big bazaar?

a) Once 7

b) Twice 23

c) Thrice 8

d) More than thrice 25

e) As per requirement 37

Once

Twice

Thrice

More than thrice

As per requirement

0

5

10

15

20

25

30

35

40

7

23

8

25

37

Series1

INTERPRETATION:

Out of 100 respondent, 37% people visit the store when they have some requirement and 25% are visited more than thrice, 23% visited two times in month and 7% & 8% people visited one and three times in a month respectively. Most of them regularly visit big bazaar.

Maximum number of people visited store frequently.

64

Q2. Your shopping experience in big bazaar is always!

a) outstanding 1

b) Excellent 21

c) Good 43

d) Average 32

e) Bad 3

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

40

45

1

21

43

32

3

Series1

INTERPRETATION:

Out of 100 respondent, 43% people has good shopping experience in big bazaar,32% has average and 21% people has excellent. But 1% has outstanding shopping experience and 3% has bad shopping experience.

Maximum numbers of people has a better experience of shopping in big

bazaar.

65

Q3. Brands and products availability in big bazaar is !

a) outstanding 3

b) Excellent 28

c) Good 44

d) Average 22

e) Bad 3

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

40

45

3

28

44

22

3

Series1

INTERPRETATION:

Out of 100 respondents,Over all 31% customer are satisfied by the availability of brand and products in big bazaar,66% customer product availability is average rest said it is bad.

Some people think there is no goodbrands and products availability in big bazaar. Especiallyin apparels.

66

Q4. Ambience & atmosphere inside the store is !

a) outstanding 5

b) Excellent 27

c) Good 41

d) Average 21

e) Bad 6

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

40

45

5

27

41

21

6

Series1

INTERPRETATION:

Out of 100 respondents, Ambience & atmosphere inside the store is good feel by 41% customers, 27% feel it is excellent and only 3% feel outstanding. But 27% customers are not satisfied by the ambience & atmosphere inside the store of big bazaar.

Due to much noisy and unpleasant environment some of the customer irritates.Atmosphere is really good.

67

Q5. Discounts and offers served in big bazaar is !

a) outstanding 7

b) Excellent 32

c) Good 36

d) Average 23

e) Bad 2

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

40

7

32

36

23

2

Series1

INTERPRETATION:

Out of 100 respondents,Discounts and offers served in big bazaar isgood said by 36% customers, 32% feel it is excellent and only 7% feel outstanding. But 25% customers are not satisfied by Discounts and offers served in thebig bazaar.

Maximum Customers are satisfied by Discounts and offers served in thebig bazaar.

Discounts and offers served in thebig bazaar are excellent.(Especially in Big day)

68

Q6. Home delivery services of big bazaar is !

a) outstanding 7

b) Excellent 19

c) Good 38

d) Average 28

e) Bad 8

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

40

7

19

38

28

8

Series1

INTERPRETATION:

Out of 100 respondents, Maximum number of respondent i.e. 64%is satisfied by Home delivery services of big bazaar rest 36% is not satisfied.Some customer never used this facility.

69

Q7. Location 0f big bazaar in your city is !

a) outstanding 29

b) Excellent 32

c) Good 22

d) Average 13

e) Bad 4

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

29

32

22

13

4

Series1

INTERPRETATION:

Out of 100 respondents, 61%is highly satisfied with location of big bazaar in city, 22% is satisfied and only 17% is not satisfied.

Location of big bazaar is outstanding. It is situated central business district (CBD).

70

Q8. Product display and signage in the store is !

a) outstanding 8

b) Excellent 36

c) Good 40

d) Average 14

e) Bad 2

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

40

8

36

40

14

2

Series1

INTERPRETATION:

Product display and signage in the store is highlysatisfactory according to 44% of the respondent, satisfactory according 40% of the respondent rest 16% are not satisfied with it.

Customers are satisfied with Product display and signage in the store.

71

Q9. In offer days the shopping experience in the store is!

a) outstanding 3

b) Excellent 29

c) Good 39

d) Average 25

e) Bad 4

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

40

3

29

39

25

4

Series1

INTERPRETATION:

Out of 100 respondent, 39% people has good shopping experience in big bazaar, 25% has average and 29% people has excellent. But 3% has outstanding shopping experience and 4% has bad shopping experience.

Maximum numbers of people has a better experience of shopping in offer

days. Some customer do not enter in store due to heavy rush.

72

Q10. How do you feel about sales persons and promoters?

a) Outstanding 4

b) Excellent 21

c) Good 49

d) Average 23

e) Bad 3

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

40

45

50

4

21

49

23

3

Series1

INTERPRETATION:

74% of the respondents are satisfied by the sales persons and promoters in the store rest 26% respondents are not satisfied by the sales persons and promoters in the store.

Sales persons and promoters behave well with customer.

73

Q11.The parking facility in bag bazaar is!

a) outstanding 17

b) Excellent 29

c) Good 32

d) Average 17

e) Bad 5

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

17

29

32

17

5

Series1

INTERPRETATION:

78% of the respondents are satisfied by the parking facility in bag bazaar, rest 22% respondents are not satisfied by the parking facility in bag bazaar.

Maximum customer satisfied with the parking facility in bag bazaar.

74

Q12. The quality of the product served by big bazaar is!

a) outstanding 3

b) Excellent 19

c) Good 47

d) Average 26

e) Bad 5

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

40

45

50

3

19

47

26

5

Series1

INTERPRETATION:

21% of the respondents are highly satisfied with the quality of the products at big bazaar, rest 74% are said the quality of the products in big bazaar is averaged, only 5% said its not good.

Maximum number of people is not satisfied with quality of the product.

75

Q13. The cleanliness and hygiene maintained in the store is !

a) outstanding 13

b) Excellent 41

c) Good 28

d) Average 13

e) Bad 5

outstanding Excellent Good Average Bad0

5

10

15

20

25

30

35

40

45

13

41

28

13

5

Series1

INTERPRETATION:

According to maximum number of respondent i.e.82% feels that cleanliness and hygiene maintained in the store is up to the mark rest 18% feel it is not up to the mark.

Cleanliness and hygiene maintained in the store is up to the mark.

76

Q14. Are you satisfied with the billing facility at the store?

a) YES 72

b) NO 28

72

28

YESNO

INTERPRETATION:

72% of the respondents are satisfied by the billing facility in the store, rest 28 % are not satisfied.

Some customer are not satisfied by billing facility(Especially in offer day and rush hours ).

77

Q15. Is it easy to move with the trolley in the store?

a) YES 74

b) NO 26

74

26

YESNO

INTERPRETATION:

According to 74% of the respondents it is easy to move in the store with trolley only 26% said it is not.

The space management in the store is up to mark.

78

Q16. Do you feel that shopping in big bazaar has made you a more knowledgeable conscious and aware customer?

a) YES 63

b) NO 37

63

37

YESNO

INTERPRETATION:

According to 63% of the respondents they feel that shopping in big bazaar has made more knowledgeable conscious and aware customer, and 37% they are already knowledgeable conscious and aware customer.

“Big bazaar has made customer a more knowledgeable conscious and aware customer”

79

Q17.Do you feel that big bazaar provide you value for money?

a) YES 85

b) NO 15

85

15

YESNO

INTERPRETATION:

Out of 100 respondent, 85% of the respondents feel that big bazaar provide you value for money,15% feel not.

“discovering more value”The above statement is true spotted by the above data.

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FINDINGS

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FINDINGS

Store performing well in attracting the customers.

Big bazaar provides better shopping experience.

Brands and products availability in big bazaar is not up to the mark. Especially in

apparels.

Noisy and unpleasant environment is irritates customer. Air conditioning is really good.

Discounts and offers doing well in the store.

In offer days the store management is good.

Home delivery services are not used by customer.

Product display and signage is good.

Quality in products is not up to the mark.

Location of big bazaar is outstanding. It is situated central business district (CBD)

Parking facility in big bazaar is good.

Cleanliness and hygiene maintained in the store is up to the mark

“discovering more value”

The above statement is true spotted by the above data.

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RECOMMENDATIONS

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RECOMMENDATIONS

Create awareness & manage home delivery services properly.

There should be proper assortment of various product categories.

Proper signage should be there so that customer can locate the products easily.

Cleanliness and hygiene should be maintained regularly.

Proper training should be provided to sales person so that they can deal with the customer

efficiently.

Various schemes and offers can be provided to them and attract new customers (Use pull

strategy).

No. of cash counter needs to be increased keeping in view customer traffic intensity.

Quality in products should be increased up to mark.

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LIMITATION

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Limitations of the study

1. Time limit is the major constraint.

2. Some respondents refuse to co-operate.

3. Some respondents replied half heartedly.

4. Some respondents gave incomplete information.

5. The survey was conducted in very general way as no other variable such as their

education level, occupation and sex.

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BIBLIOGRAPHY

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BIBLIOGRAPHY

BOOK REFERRED:

Research methodology (C.R. Kothari)

Retailing Management (Levy &weitz)

WEB SITES:

www.pantaloon.com

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ANNEXURE

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QUESTIONNAIREPERSONAL INFORMATION

Name:- …………………………………………………………..

Sex:- a) Male b) Female

Contact no.:-…………………………………………………………

Q1. In a month how many times you visit bigbazaar ?

a) Ones b) twicec) Thrice

d) more than thrice e) As per requirement

Q2. Your shopping experience in bigbazaar is always!

a) Outstanding b) Excellent c) Good

d) Average e) Bad

Q3. Brands and products availability in bigbazaar is !

a) Outstanding b) Excellent c)Good

d) Average e) Bad

Q4. Ambience & atmosphere inside the store is !

a) Outstanding b) Excellent c)Good

d) Average e) Bad

Q5. Discounts and offers served in bigbazaar is !

a) Outstanding b) Excellent c)Good

d) Average e) Bad

Q6. Home delivery services of big bazaar is !

a) Outstanding b) Excellent c)Goodd) Average e) Bad Q7. Location 0f bigbazaar in your city is !

a) Outstanding b) Excellent c)Good

d) Average e) Bad

Q8. Product display and signage in the store is !

a) Outstanding b) Excellent c)Good

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d) Average e) Bad

Q9. In offer days the shopping experience in the store is!

a) Outstanding b) Excellent c)Good

d) Average e) Bad

Q11. How do you feel about sales persons and promoters ?

a) Outstanding b) Excellent c)Good

d) Average e) Bad

Q13.The parking facility in bag bazaar is!

a) Outstanding b) Excellent c)Good

d) Average e) Bad

Q14. The quality of the product served by big bazaar is !

a) Outstanding b) Excellent c)Good

d) Average e) Bad

Q15. The cleanliness and hygiene maintained in the store is !

a) Outstanding b) Excellent c)Good

d) Average e) Bad

Q12. Are you satisfied with the billing facility at the store ?

a) Yes b) No

Q10. Is it easy to move with the trolley in the store?

a) Yes b) No

Q16. Do you feel that shopping in big bazaar has made you a more knowledgeable conscious and aware customer?

a) Yes b) no

Q17.Do you feel that bag bazaar provide you value for money?

a)yes b)No

(Signature)

Thanking you for filling up this questionnaire

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LOCATION

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LOCATION

Delhi0ffice :Edm, AnandVihar

Kaushambi, New Delhi, DL0124 300 1300

Zonal Office :Pantaloon Retail (India) Limited,

03-097,Fourth Floor,Block No - BG, Plot No.5, Action Area - 1B, Block By Block Shopping Mall,P.O. - New Town, (Near Indian Oil Petrol Pump)

New DelhiTel:  +91 033-3091 7500/51

Fax: +91 033-3091 7502e-mail: east.region@pantaloon.com

Regd. Office :Knowledge House, Shayam Nagar,

Off. Jogeshwari-Vikhroli Link Road,Jogeshwari East, Mumbai 400060. India

Ph +91 22 66442200, Fax +91 22 66442201

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COMPITATORS

VISHAL MEGA MART

RELENCE MART & FRESH

SOME LOCAL STROES TOO

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