a study on consumer satisfaction at big bazaar

1

REPORT

A STUDY ON CONSUMER SATISFACION AT BIG BAZAAR,

MAYUR VIHAR STORE”

SUBMITTED BY:

SHASHI KISHORE

PGDM( 2013-2015)

INDUSTRY MENTOR: FACULTY MENTOR:

AMIT THAKUR (H.R) DR. S. P. SINGH

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ACKNOLWLEDGEMENT

I would like to gratefully acknowledge the contribution of all the people

who took active part and provided valuable support to me during the course of

this project. To begin with, I would like to offer my sincere thanks to Mr. Amit

Thakur, HR for giving me the opportunity to do my summer training at “BIG

BAZAAR”. ‘Without his guidance, support and valuable suggestions during the

research, the project would not have been accomplished.

My heartfelt gratitude also goes to the entire “Big Bazaar team” for their co-

operation and willingness to answer all my queries, and provide valuable

assistance.

I also sincerely thank Dr.S.P. Singh, my faculty mentor at ITS-IM, who

provided valuable suggestions, shared his rich corporate experience, and helped

me script the exact requisites.

Last, but not least. I would like to thank all the employees for sharing their

experience and giving their valuable time to me during the course of my project.

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LETTER OF TRANSMITTAL

I.T.S – Institute of Management, Greater Noida,

Approved by AICTE, Ministry of HRD, Govt. of India,

Equivalent to MBA by AIU.

Date: June, 14, 2014

Mr. Amit Thakur

HR Executive

Big Bazaar

Mayur Vihar

Dear Sir,

Re: Summer Project Report

Attached herewith is a copy of my summer-project report “On the basis of catchment area

analysis finding out below the line promotional strategies for the Private labels of FMCG in

Big Bazaar, Mayur Vihar store”, which I am submitting in order to mark the completion of

my 9-week summer project at your organization. This report was prepared by me using the

best of practices and summarizes the work performed on the project and is being submitted in

partial fulfilment of the requirements for award of diploma.

I would like to mention that the overall experience with the organization was very good, and

helped me to know how work is carried out in real practice with the help of your esteemed

organization. I feel honoured that I got an opportunity to work with FUTURE GROUP,

a company of great repute.

I hope I did justice to the project and added some value to the organization.

Suggestions/comments would be appreciated.

Yours truly,

Shashi Kishore

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LETTER OF AUTHORIZATION

I, Shashi Kishore, a student of ITS- Institute of Management, hereby declare

that I have worked on project titled “A Study On Consumer Satisfaction at Big

Bazaar, Mayur Vihar store” during my summer internship at “BIG BAZAAR”,

in partial fulfilment of the requirement for the Post Graduate Diploma in

Management program.

I guarantee/underwrite my research work to be authentic and original to

the best of my knowledge in all respects of the process carried out during

the project tenure.

My learning experience at BIG BAZAAR, under the guidance of Mr. Amit

Thakur, HR and Dr. S.P. Singh, Associate Prof. has been truly enriching.

June 21, 2014

Shashi Kishor

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CONTENTS

Page

No:

LIST OF TABLES 5

LIST OF FIGURES 6

CHAPTER I: INTRODUCTION 8

CHAPTER II: BIG BAZAAR - AN OVERVIEW 13

CHAPTER III: BIG BAZAAR AND CUSTOMER 14

SATISFACTION

CHAPTER IV: ANALYSIS AND INTERPRETATION 15

OF DATA

CHAPTER V: SUMMARY OF FINDINGS, SUGGESTIONS

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AND CONCLUSION

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LIST OF TABLES

Table No: Title Page No:

4.1 Age Wise Classification 15

4.2 Sex Wise Classification 17

4.3 Analysis of Price of Products 17

4.4 Analysis of Range of Products 19

4.5 Analysis of Quality of Products 20

4.6 Analysis of Availability of Products 21

4.7 Customer Satisfaction of Store Ambience 22

4.8 Qualities of Store Staff 23

4.9 Customer Satisfaction of Navigation 24

4.10 Customer Satisfaction of Product Display

Around the Store 25

4.11 Response towards billing process at the Store 26

4.12 Overall Experience of Customers 27

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LIST OF FIGURES

Figure No: Title Page No:

4.1 Age Wise Classification 16

4.3 Analysis of Price of Products 18

4.4 Analysis of Range of Products 19

4.5 Analysis of Quality of Products 20

4.6 Analysis of Availability of Products 21

4.7 Customer Satisfaction of Store Ambience 22

4.8 Qualities of Store Staff 23

4.9 Customer Satisfaction of Navigation 24

4.10 Customer Satisfaction of Product Display

Around the Store 25

4.11 Response towards billing process at the Store 26

4.12 Overall Experience of Customers 27

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CHAPTER DESIGN

THIS STUDY CONSIST OF FIVE MAJOR CHAPTERS

THEY ARE:

CHAPTER TOPIC

I INTRODUCTION

II BIG BAZAAR AN OVER VIEW

III BIG BAZAAR AND CUSTOMER SATISFACTION

IV ANALYSIS AND INTERPRETATION OF DATA

V SUMMARY OF FINDINGS, SUGGETIONS AND

CONCLUSION

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CHAPTER I

INTRODUCTION

Customer’s taste and preferences are changing day by day. Identification

of these changes is a major factor because the success of a firm depends on the

ability of the firm to adjust with the attitudes of the customers.

Customer satisfaction is an ambiguous and abstract concept and the

actual manifestation of the state of satisfaction will vary from person to person

and product /service to product /service.

The state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behavior such as return and

recommend rate.

Essentially customer satisfaction is the extent to which customers are

happy with the service and products provided by a business. It is an important

concept in business because happy customers those most likely to place repeat

orders and explore the full range of products /services offered.

Severe competition occurs in the field of Multi Level Marketing

companies and therefore existence become very difficult. Customer Satisfaction

is a major factor for existence and in order to satisfy the customer, identification

of major factors influencing customer attitude is necessary.

Big Bazaar is a chain of hypermarket in India. Currently, there are 210

stores across 80 cities and towns in India. Big Bazaar is designed as an

agglomeration of bazaars or Indian markets with clusters offering a wide range

of merchandise including fashion and apparels, food products, general

merchandise, furniture, electronics, books, fast food and leisure and

entertainment sections.

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Big Bazaar is part of Future Group, which also owns the Central

Hypermarket.

Big Bazaar was launched in September, 2001 with the opening of its

first four stores in Calcutta, Indore, Bangalore and Hyderabad in 22 days.

Within a span of ten years, there are now 150 Big Bazaar stores in 80 cities and

towns across India.

Big Bazaar was started by Kishore Biyani, the Group CEO . Though

Big Bazaar was launched purely as a fashion format including apparel,

cosmetics, accessory and general merchandise, over the years Big Bazaar has

included a wide range of products and service offerings under their retail chain.

The current format includes Big Bazaar, Food Bazaar, Electronic Bazaar and

Furniture Bazaar.

Customer Satisfaction Factors:

Technological and engineering or reengineering aspects of product and

services.

Type and quality of response provided by the supplier.

Supplier's capability to commit on deadlines and how efficiently they are

met.

Customer’s service provided by the supplier.

Complaint management.

Cost, quality, performance and efficiency of the product.

Measurement of Customer Satisfaction:

Customer satisfaction can be measured by using survey techniques and

questioners. Questions typically include an element of emotional satisfaction of

customers coupled with an element of behavioral satisfaction, as or loyalty to a

particular product or service.

http://en.wikipedia.org/wiki/Kishore_Biyani

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Benefits of Customer Satisfaction Service:

The benefits of conducting customer’s satisfaction service are significant

and their impact can last long after the result is analyzed. Customer’s

satisfaction service can use to:

Identify area that needs improvement

Increase loyalty

Identify customer satisfaction.

1.1 STATEMENT OF THE PROBLEM:

In this competitive world lot of multi level marketing companies are there

in market and they have variety of products and services line up as well. Some

of them are going successful and few of them are not doing well. This work is

an attempt to study about a store BIG BAZAAR, which is a really successful

branch of future group. But some of the people are unsatisfied with navigation

problem of BIGBAZAAR.

1.2 SCOPE OF THE STUDY:

The success and failure of a company is purely based on customer’s

satisfaction. Globalization and liberalization has opened up high competition

among the business sector. In order to retain the customers and also to attract

the new customer the company has to concentrate more ion service provided to

the customer. It is through adviser that the customers are being highly

influenced. It is an important aspect in ensuring customer satisfaction and

customer retention. Therefore there arises the need for BIGBAZAAR to find out

the customer satisfaction it is this context that the present study is undertaken.

1.3 OBJECTIVES OF THE STUDY:

To find out attributes customer chooses a retail outlets like Big Bazaar.

To find out level of satisfaction from Big Bazaar based on various

parameters.

To find out to understand why customer preferred Big Bazaar.

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1.4 METHODOLOGY:

For conducting the study, both primary and secondary data’s have been used.

The major sources of data were collected from Big Bazaar publications,

websites and interview schedule.

In order to have a better representation, a sample of hundred customers was

selected for the study. Well structured interview schedule was fixed with all the

participants. Printed questionnaire were used to record the response from

respondents.

1.5 PERIOD OF STUDY:

The interviews are held during the period for the month April to June.

1.6 LIMITATIONS:

Some of the respondents were not co operative.

Time was the major constrain to collect the data.

The study does not be able to cover the abnormal factors which are likely

to influence the satisfaction of the customer.

1.7 REVIEW OF LITERATURE:

Usha Raj (2005)"A study on customers satisfaction of Mediclaim

insurance policy" with an objective to study the customers awareness about

mediclaim policy and she also find out the fact that the male headed families are

mere interested in mediclaim policies and she suggested that the issue of

mediclaim insurance policies requires number of formalities and insurance

companies take a lot of procedures .The unnecessary formalities and

procedures create delay in the issue of policy and settlement of claim. This will

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create dissatisfaction among customers so the mediclaim insurance companies

should adopt the customer’s centric approach towards the procedure and

formalities

K.G Manjula (2004) a study on "customer satisfaction Ration shops"

examined the existing system of public distribution system in Kerala, the

consumption pattern of the people at made appropriate suggestion for

improvement. She has found that quality of products bears considerable

significant on customer's satisfaction. She has suggested that quality product at

reasonable price should be offered to needy persons at the right time and due

consideration is to be given to the voice of customers.

Prasanti.S (2004) a study on "customers satisfaction among credit card

holders" with an objective to measure the satisfaction level of credit card

holders regarding the special features of credit cards and she also find out the

fact that more than half of respondents were satisfied with validity period,

security measures, acceptability of credit card etc and she suggested that only

limited number of credit card holders are there in semi urban areas, hence

measure should be adopted to popularize credit card among people in rural and

semi urban areas.

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CHAPTER II

BIG BAZAAR OVERVIEW

Type Public

Industry Retailing

Founded 2001

Headquarters Mumbai, Maharashtra, India

Products Department store

Employees More than 40000 people

Parent Future Group

Divisions ~100

Website www.Bigbazaar.com

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CHAPTER III

3.1BIG BAZAAR AND CUSTOMER SATISFACTION

For the satisfaction of customers Big Bazaar is providing many offers and

loyalty programs. Satisfied customers are the main factors behind the

success of Big Bazaar.

This may not have gone all right.

In all such situations the store gave customers a chance to talk.

3.2 CUSTOMER SATISFACTION

Customer satisfaction a term used in marketing is a measure of how products

and services supplied by a company meet customer expectations.

Customer satisfaction is defined as “The number of customers or percentage of

customers, who’s reported experience with a firm, its products r its services

exceeds.

Within organizations, Customer satisfaction rating can have powerful effects.

They focus employees on the importance of fulfilling customer’s expectations.

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CHAPTER IV

ANALYSIS AND INTRPRETATION OF DATA

This chapter analysis customer feedback based on the data collected

from the sample respondent for the purpose of analysis. The universe of the

study being limited to Mayur Vihar Store. A random sampling model is used to

capture the opinion of the respondents. Factors used for the study are:

Price of product

Quality of product

Assistance of Sales Person

Ambience

Variety of products available

Range of products

Offers at Big Bazaar

Display

Facilities(AC, Trolley)

Queue time at payment

Assistance a delivery point

Availability & charges of parking

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1. Occupation:-

Occupation

Frequency Percent Valid Percent

Cumulative

Percent

Valid home maker 23 .8 23.0 23.0

professional/service 32 1.1 32.0 55.0

self employed/own business 24 .9 24.0 79.0

Student 13 .5 13.0 92.0

Retired 8 .3 8.0 100.0

Total 100 3.6 100.0

Missing System 2705 96.4

Total 2805 100.0

Occupation wise classification reveals that 23% of customer’s come in home

maker, 32% customer’s come at profession/service, 24% in self employed/ own

business, and 13 % come at student and 8% retired.

It is clear from the below diagram.

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2. GENDER:-

Gender


Cumulative

Percent

Valid male 43 1.5 43.0 43.0

female 57 2.0 57.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

Gender wise classification reveals that 43% of respondents are males and 57%

are females.


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3. AGE:-

Age


Cumulative

Percent

Valid 15-25 20 .7 20.0 20.0

25-35 25 .9 25.0 45.0

35-45 39 1.4 39.0 84.0

45-60 10 .4 10.0 94.0

60 above 6 .2 6.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

Age wise classification reveals that 20% of customer’s belonged to age group of

15- 25, another 25% are in the group of 25-35, 39% are in the group of 35-45

and 10% are in the group of 45-60 and 6% are in the group of 60 above.


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4. HOUSEHOLD INCOME:-

household income


Cumulative

Percent

Valid less than 30000/month 39 1.4 39.0 39.0

30000-60000/month 38 1.4 38.0 77.0

60000-100000/month 18 .6 18.0 95.0

more than 100000 5 .2 5.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

Household income wise classification reveals that 39% of customer’s belonged

to income of less than 30000/month, another 38% are in the income of 30000-

60000/month, 18% are in the income of 60000-100000/month, and 5% are in

the income of more than 100000/month.


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5. MARTIAL STATUS:-

marital status


Cumulative

Percent

Valid married 72 2.6 72.0 72.0

unmarried 28 1.0 28.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

Martial status wise classification reveals that 72% of customer’s married and

28% of customer’s are unmarried.


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6. TYPE OF FAMILY :-

type of family


Cumulative

Percent

Valid nuclear 43 1.5 43.0 43.0

joint family 57 2.0 57.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

Type of family wise classification reveals that 43% of customer’s belonged to

nuclear family and 57% of customer’s belonged to joint family.


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7 . NUMBER OF FAMILY MEMBERS:-

no. of family member


Cumulative

Percent

Valid 2-3 19 .7 19.0 19.0

3-4 32 1.1 32.0 51.0

4-5 31 1.1 31.0 82.0

more than 5 18 .6 18.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

No. of family members wise classification reveals that 19% of customer’s

belonged to no of family group of 2, another 32% are in the group of 2-3, 39%

are in the group of 3-4 and 31% are in the group of 4-5 and 18 % are in the

group of more than 5.


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8 . HOW MANY TIMES DO YOU SHOP FROM BIG BAZAAR:-

how many times do you shop from big bazaar


Cumulative

Percent

Valid once a month 5 .2 5.0 5.0

twice a month 24 .9 24.0 29.0

thrice a month 18 .6 18.0 47.0

more than thrice a month 23 .8 23.0 70.0

on need basis 30 1.1 30.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

Shopping wise classification reveals that 5% of customer’s come to once a

month, 24% customer’s do shopping in twice a month, 18 % customer’s do

shopping in thrice a month and 23% customer’s do shopping in more than thrice

a month and 30% customer’s do shopping on need basis.


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9. ACCORDING TO YOUR PURCHASE LIST WHAT % OF PRODUCT DO YOU

NEARLY GET AT BIG BAZAAR:-

purchase list what percent of product


Cumulative

Percent

Valid <50 3 .1 3.0 3.0

50-75 27 1.0 27.0 30.0

75-90 53 1.9 53.0 83.0

100 17 .6 17.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

It is clear from the above table that 3% of the respondents are in the purchase

list what %of product up to <50, 27% of respondents are in % of product of

50-75, 53% are in % of product of 75-90,17 % are included in the product of

100 .

Hence the majority are from the purchase % of 75-90.


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10. Please rank the following attributes while choosing a retail outlet. The most

important attributes may rank 1, the next imported may be 2 and so on. If necessary

you could give same rank to move than one parameters also:-

Price


Cumulative

Percent

Valid very important 49 1.7 49.0 49.0

least important 51 1.8 51.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

It is found from the above table that 49% of the respondents are satisfied with

price and 51% are satisfied with other least important attributes.


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quality of product


Cumulative

Percent



Total 100 3.6 100.0


Total 2805 100.0


quality of product and 49% are satisfied with other least important attributes.


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Service


Cumulative

Percent



Total 100 3.6 100.0


Total 2805 100.0


service and 50% are satisfied with other least important attributes.


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Ambiance


Cumulative

Percent



Total 100 3.6 100.0


Total 2805 100.0


ambience and 49% are satisfied with other least important attributes.


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variety of product


Cumulative

Percent



Total 100 3.6 100.0


Total 2805 100.0

It is found from the above table that 61 % of the respondents are satisfied with

variety of product and 39% are satisfied with other least important attributes.


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offers of big bazaar


Cumulative

Percent



Total 100 3.6 100.0


Total 2805 100.0


offers of big bazaar and 31% are satisfied with other least important attributes.


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display of big bazaar


Cumulative

Percent



Total 100 3.6 100.0


Total 2805 100.0


display of big bazaar and 41% are satisfied with other least important attributes.


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facilities(ac, trolley)


Cumulative

Percent



Total 100 3.6 100.0


Total 2805 100.0


facilities (ac, trolley) and 60% are satisfied with other least important attributes.


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11. RATE BIG BAZAAR ON THE BASIS OF FOLLOWING PARAMETERS:-

prices of the products


Cumulative

Percent

Valid highly satisfactory 13 .5 13.0 13.0

Satisfactory 76 2.7 76.0 89.0

neither satisfactory nor

dissatisfactory

10 .4 10.0 99.0

Dissatisfactory 1 .0 1.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 76% are satisfied with price of the products and

13% are highly satisfied, 10% are neither satisfied nor dissatisfied and 1% are

dissatisfied.


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quality of products


Cumulative

Percent


satisfactory 59 2.1 59.0 76.0


dissatisfactory

21 .7 21.0 97.0


highly dissatisfactory 1 .0 1.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 59% are satisfied with quality of products and 17%

are highly satisfied, 21% are neither satisfied nor dissatisfied and 2% are

dissatisfied and 1% highly dissatisfied.


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assistance of sales person


Cumulative

Percent




dissatisfactory

27 1.0 27.0 92.0


Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 51% are satisfied with assistance of sales person and


satisfied.


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Ambience


Cumulative

Percent




dissatisfactory

12 .4 12.0 93.0

dissatisfactory 5 .2 5.0 98.0


Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 67% are satisfied with ambience and 14% are highly

satisfied, 12% are neither satisfied nor dissatisfied and 5% are dissatisfied and

2% highly dissatisfied.


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variety of products available


Cumulative

Percent




dissatisfactory

11 .4 11.0 98.0


Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 61% are satisfied with variety of products available

and 26% are highly satisfied, 11% are neither satisfied nor dissatisfied and 2%

dissatisfied.


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range of products


Cumulative

Percent




dissatisfactory

14 .5 14.0 98.0


Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 71% are satisfied with range of products and 13%

are highly satisfied, 14% are neither satisfied nor dissatisfied and 2% are

dissatisfied.


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offers at big bazaar


Cumulative

Percent




dissatisfactory

14 .5 14.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 62% are satisfied with offers at big bazaar and 24%

are highly satisfied, and 14% are neither satisfied nor dissatisfied.


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Display


Cumulative

Percent




dissatisfactory

16 .6 16.0 98.0


Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 62% are satisfied with display at big bazaar and




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facilities(AC, trolley)


Cumulative

Percent




dissatisfactory

44 1.6 44.0 97.0


Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 38% are satisfied with facilities and 15% are highly

satisfied, 44% are neither satisfied nor dissatisfied and 3% are dissatisfied.


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queue time at payment


Cumulative

Percent




dissatisfactory

29 1.0 29.0 94.0



Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 60% are satisfied with queue time at payment and




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assistance a delivery point


Cumulative

Percent




dissatisfactory

22 .8 22.0 94.0


Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 61% are satisfied with assistance a delivery point

and 11% are highly satisfied, 22% are neither satisfied nor dissatisfied and 6%

are dissatisfied.


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availability and charges of parking


Cumulative

Percent




dissatisfactory

40 1.4 40.0 91.0



Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 36% are satisfied with availability and charge of

parking and 15% are highly satisfied, 40% are neither satisfied nor dissatisfied

and 6% are dissatisfied and 3% highly dissatisfied.


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12.YOU GO TO BIG BAZAAR TO PURCHASE:-

you go to big bazaar to purchase


Cumulative

Percent

Valid food and grocery 23 .8 23.0 23.0

Apparels 13 .5 13.0 36.0

home and personal care 9 .3 9.0 45.0

all product 55 2.0 55.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

Majority of customers are satisfied with purchase all the product. The above

table shows that 55% are satisfied with all products and 23% are satisfied with

food and grocery, 13% are satisfied with apparels and 9% are satisfied with

home and personal care.


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13. PLEASE GIVE YOUR VIEW ON BIG BAZAAR FOR THE FOLLOWING

ASPECTS:-

big bazaar is convenient


Cumulative

Percent

Valid strongly agree 10 .4 10.0 10.0

agree 86 3.1 86.0 96.0

neither agree nor disagree 4 .1 4.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 86% are agree with big bazaar is convenient and

10% are strongly agree, 4% are neither agree nor disagree.


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big bazaar is fashionable


Cumulative

Percent

Valid strongly agree 31 1.1 31.0 31.0

agree 57 2.0 57.0 88.0


Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 57% are agree with big bazaar is fashionable and

31% are strongly agree, 12% are neither agree nor disagree.


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big bazaar is able to provide new , latest and unique products


Cumulative

Percent

Valid Strongly agree 6 .2 6.0 6.0

agree 57 2.0 57.0 63.0

neither agree nor disagree 31 1.1 31.0 94.0

disagree 5 .2 5.0 99.0

strongly disagree 1 .0 1.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 57% are agree with big bazaar is able to provide

new, latest and unique products and 6% are strongly agree, 31% are neither

agree nor disagree and 5% are disagree and 1% strongly disagree.


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is a good place to see and follow trends that are coming for the new season


Cumulative

Percent

Valid Strongly agree 14 .5 14.0 14.0

agree 55 2.0 55.0 69.0


disagree 5 .2 5.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 55% are agree with is a good place to see and follow

trends that are coming for the new season and 14% are strongly agree, 26% are

neither agree nor disagree and 5% are disagree.


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is a good place to meet my overall requirements in one go


Cumulative

Percent

Valid strongly agree 14 .5 14.0 14.0

agree 66 2.4 66.0 80.0


strongly disagree 1 .0 1.0 100.0

Total 100 3.6 100.0


Total 2805 100.0

The above table shows that 66% are agree with is a good place to meet my

overall requirements in one go and 14% are strongly agree, 19% are neither

agree nor disagree and 1% strongly disagree.


53

CHAPTER V

SUMMARY OF FINDINGS, SUGGESTIONS AND

CONCLUSION

The study is an attempt to understand the customer satisfaction of

Big Bazaar, Mayur Vihar.

5.1 Summary of Findings:

1. 32% Professional/ services come in big bazaar.

2. Gender wise classification reveals that 43% of respondents are males and

57% are females

3. Age wise classification reveals that 20% of customer’s belonged to age

group of 15- 25, another 25% are in the group of 25-35, 39% are in the

group of 35-45 and 10% are in the group of 45-60 and 6% are in the group

of 60 above.

4. Household income wise classification reveals that 39% of customer’s

belonged to income of less than 30000/month, another 38% are in the

income of 30000-60000/month, 18% are in the income of 60000-

100000/month, and 5% are in the income of more than 100000/month.

5. Martial status wise classification reveals that 72% of customer’s married

and 28% of customer’s are unmarried.

6. Type of family wise classification reveals that 43% of customer’s belonged

to nuclear family and 57% of customer’s belonged to joint family.

54

7. No. of family members wise classification reveals that 19% of customer’s

belonged to no of family group of 2, another 32% are in the group of 2-3,

39% are in the group of 3-4 and 31% are in the group of 4-5 and 18 % are

in the group of more than 5.

8. Shopping wise classification reveals that 5% of customer’s come to once a

month, 24% customer’s do shopping in twice a month, 18 % customer’s do

shopping in thrice a month and 23% customer’s do shopping in more than

thrice a month and 30% customer’s do shopping on need basis.

9. It is clear from the above table that 3% of the respondents are in the

purchase list what %of product up to <50, 27% of respondents are in % of

product of 50-75, 53% are in % of product of 75-90,17 % are included in

the product of 100 . 10. Majority of the customers are satisfied with the offers of big bazaar.

11. It was clear that most of the customers are satisfied with price of the

product.

12. It was clear that 62% are satisfied with display at big bazaar.

13. It was evident from the study that 71% of customers are satisfied with range

of the products.

14. Majority of the customers are satisfied with the quality of the products.

15. Majority of customers are satisfied with purchase all the product. The above

table shows that 55% are satisfied with all products and 23% are satisfied

with food and grocery, 13% are satisfied with apparels and 9% are satisfied

with home and personal care.

16. Majority of customers are satisfied with store ambience.

17. It was also found that only %of customers are highly satisfied with the

product display, majority are not satisfied with product display.

18. Majority of customers are satisfied with billing process.

19. Overall experience of customers was good.37% of customers is highly

satisfied.46% is satisfied and 23% are dissatisfied.

55

5.2SUGGESTIONS

The company can carry out more promotional activities.

Facilities given to the customers can be increased.

New technologies can be implemented in all departments.

Can implement an auto display as in Wal-Mart, about the product to help

the customers.

5.3 CONCLUSION

The concept of everything under one umbrella and competitive price brings

more customers to the store. From that we can understand that BIG

BAZAAR provides quality products at low price and thus it justify the

statement ‘Is se sasta aur accha kahin nahi !’

The only problem which can be solved easily is about availability & facilities

(AC, trolley).

The customers are a little bit unsatisfactory that availability & facilities (AC,

trolley) are not up to their expectation.

56

BIBLIOGRAPHY

Feedback forms

www.Futurebazaar.com

www.Google.com

www.Wikipedia.com

57

INTERVIEW SHEDULE

A Study on Consumer Satisfaction at Big Bazaar

Questionnaire

( I am a student of post graduate diploma in management at I.T.S-Institute of Management, greater Noida, I am

collecting data pertaining to a project of our course work on Business Research Methods. Kindly provide

your valuable time to fill up the questionnaire and this will be used only for academic purpose )

1. Occupation:

a. Home maker b. Professional /Service c. Self employed/Own Business d. Student

e. Retired

2. Gender: a. Male __________ b. Female __________

3. Age: a. 15-25 b. 25-35 c. 35-45 d. 45- 60 e. 60 above

4. Household Income: a. Less than 30,000/month b. 30,000- 60,000/month c. 60,000-

1,00,000 per month d. More than 1,00,000

5. Martial status: a. Married __________ b. Unmarried __________

6. Type of family: a. Nuclear b. Joint family

7. Number of family members:

a. 2 b. 2 - 3 c. 3 - 4 d. 4 - 5 e. More than 5

8. How many times do you shop from Big Bazaar ?

a. once a month b. Twice a month c. Thrice a month d. More than thrice a month

e. On need basis

9. According to your purchase list what percent of product do you nearly get at Big Bazaar

a. <50 b. 50 - 75 c. 75 - 90 d. 100

10. Please rank the following attributes while choosing a retail Outlet. The most important attributes may

be ranked 1, the next imported may be ranked 2 and so on. If necessary you could give same rank to

more than one parameter also.

Attributes Rank

Price

Quality of product

Service

Ambiance

Variety of product

Offers of Big Bazaar

Display of Big Bazaar

Facilities (AC, Trolley)

58

11. Rate Big Bazaar on the basis of following parameters.

Parameters Highly

Satisfactory

Satisfactory Neither

Satisfactory nor

Dissatisfactory

Dissatisfactory Highly

Dissatisfa

ctory

a. Prices of the

Products

b. Quality of

products

c. Assistance of

Sales person

d. Ambience

e. Variety of

products

available

f. Range of

products

g. Offers at Big

Bazaar

h. Display

i. Facilities

(AC, Trolley)

j. Queue Time

at Payment

k. Assistance a

Delivery

Point

l. Availability

& charges of

Parking

12. You go to Big Bazaar to purchase

a. Food and Grocery

b. Apparels

c. Home and personal care

d. Electronics

e. Furniture and Furnishing

f. All products

59

13. Please give your view on Big Bazaar for the following aspects.

Statements Strongly

Agree

Agree Neither Agree

nor Disagree

Disagree Strongly

Disagree

a. Big Bazaar is

convenient

b. Big Bazaar is

fashionable

c. Big Bazaar is

able to provide

new, latest and

unique products

d. Is a good place to

see and follow

trends that are

coming for the

new season

e. Is a good place to

meet my overall

requirements in

one go

14. Any suggestion (s) you would like to give to serve you better in future.

ANSWER: _____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

THANK YOU VERY MUCH FOR PROVIDING YOUR VALUABLE TIME