adi pantaloons project

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A

PROJECT REPORT

ON

Customers Expectations and Feedback Analysis

FOR

BIG BAZAAR

(A Division of Pantaloon Retail (I) Ltd)

BY

SATYA PRAKASH

Under the guidance of

PROF. SUNIL DOKE

Submitted to

"University of Pune"

In partial fulfillment of the requirement for the award of the degree of

Master of Business Administration

(MBA)(2006-2008)

Vishwakarma Institute of Management

Pune-48

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ACKNOWLEDGEMENT

Its great privilege that I have done my project in such a well organized and diversified

organization. I am grateful to all those who helped and supported me in completingthe project in time.

First and foremost I would like to thank Miss Rachaita Parihar (HR Big Bazaar,

Allahabad) and Mr. Amritesh Pratap Singh, (Dept. Manager, home-ware) for

giving me opportunity to work as a summer trainee in Big Bazaar (a division of

Pantaloon Retail India) and there by fulfilling the requirements of our MBA course.

I express my profound gratitude to Mr. Sunil Doke, my project guide who shared

with me his valuable views and ideas and helped me in choosing the topic for my

project and kept me motivated and also helped in solving queries, which I came

across while doing the project.

I would like to extend my gratitude towards Dr. Sharad Joshi, Director,

Vishwakarma Institute of Management, for his technical and moral support

required for the realization of this project report.

I also extend my gratitude to my brother Mr. Om Prakash Singh, working

with Big Bazaar, for providing me with the data required for the compilation of

this project.

Lastly I would like to thank all those people from Big Bazaar staff & my collage

faculties for their valuable contribution in making this project a meaningful one.

Satya Prakash

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To Whomsoever It May Concern

This is to certify that Mr. Satya Prakash is a bonafide student of our institute. He has

successfully carried out his summer project customers expectations and feedback

analysis titled, at Big Bazaar, Allahabad.

This is original study of Mr. Satya Prakash and important sources of data used by

him have been acknowledged in his report.

The report is submitted in partial fulfillment of two years full time course of Masters

in Business Administration 2006-2008 as per the rule.

Mr. Sunil Doke Dr. Shrad Joshi

Project Guide Director Vishwakarma Institute of

Management

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Isse.sasta aurachha kahin nahi!A Division of Pantaloon Retail (India) Ltd.

Atlantis Multiplex. 34 B, Mahatma Gandhi Road, Civil Line, Allahabad. Pin Code - 211001 Tel.: 0532-3011000

Dated: 25/07/2007

TO WHOMESOEVER IT MAY CONCERN

This is to certify that MR. Satya Prakash has done his summer project

in retail marketing from Date 01/06/2007 to 25/07/2007.

Mr. Satya Prakash was designated as Management Trainee and was

based at the Companys Big Bazaar located at Atlantis Multiplex, 34-B,

M.G. Marg Road, Civil Lines, Allahabad 211001.

Yours faithfully,For Pantaloon Retail (India) Limited

Authorised Signatory

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INDEX

5

SERIAL NO. CHAPTER NAME PAGE NO.

1 Executive Summery

2 Introduction

3 Objective of the project

4 Retail Industry

5 Company Profile

6 Research Methodology

7 Analysis

8 Findings

9 Recommendations

10 S.W.O.T. Analysis

11 Questionnaire

12 Bibliography


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Executive Summery

The objective behind making this project is to know the customers expectations andhow effectively the marketing practices are carried out to attract the customers with

their expectations in the Big Bazaar. It takes care of the events and promotions, which

are done to allure the customers to come to the store and increase the bill size of the

organization. There are various branding strategies; discount offers, free parking and

other promotional activities, which are used as a part of the marketing communication

aspect of retail. All these events are communicated to the customers by Print

advertising, via SMS, E-mail, Tele-calling or electronic advertising.

During my internship I was assigned on:

CUSTOMERS FEEDBACK ANALYSIS

Title:

Customers expectations and Feedback Analysis at BIG BAZAAR

Introduction

The study was conducted to increase the footfalls and to take the customer feedback

about their expectations for the offers, variety, quality and service offered by BIG

BAZAAR.

Company profile

In the company profile, the history and current scenario of BIG BAZAAR has been

described.

Objective

To study the customers expectations in BIG BAZAAR

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To check the satisfaction level of existing customers

To study the existing promotional materials by Big Bazaar.

To know about customers preferences

Research methodology

The research methodology used was descriptive research. The sample size was 100.

Questionnaires were get filled by them at BIG BAZAAR, Allahabad. Details about

the data collection methods and sampling units could be seen under the topic research

methodology.

Analysis

Under this part the analysis of the questionnaires data which was collected has been

done.

Analysis of the data collected

The study shows that service provided to the existing customers is at the satisfactory

level.

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S.W.O.T analysis

The S.W.O.T analysis shows that the good reputation of the brand and the products

available.

Weakness of BIG BAZAAR is limited variety of products. Many of the products are

un-available.

In Allahabad it is the biggest retail mall, so it has a great opportunity to capture the

whole market and build loyal customers.

There is threat from some of the supermarket retailers such as Salasar and few local

retailers but it is mandatory.

FINDINGS

Customers think that the variety and the quality of products in the store were

not good.

The customers faced parking problems.

The offers given to the customers are repeated every time.

Minimum percent of customers came to know about the offers through Tele-

calling.

RECOMMENDATIONS

More distribution of flyers in Newspapers should be there with which the

customers will be able to know the offers.

There should be new offers every time.

Tele-calling should be done to the customers to inform them about the new

offers.

More focus should be given on the advertisements of BIG BAZAAR.

The most important recommendation is the number of BIG BAZAAR

members should be increased. More customers should be converted into BIG

BAZAAR members.

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INTRODUCTION

The main motive of doing this research was to get the feedback from the customers,

analyzing it and finding the weak areas in which BIG BAZAAR is and overcome theweaknesses to give a better service to the existing customers & future prospects. This

company aims to target these customer groups & offer innovative & convenient

service with the help of promotional strategies that will fulfill their needs fast and

efficiently.

The survey has been done at Allahabad on various factors such as variety, quality,

service, promotions, offers and many more.

The sample size was 100. This study aims at creating and analyzing brand awareness

among the target Customers about the service offered to them by BIG BAZAAR.

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OBJECTIVE OF THE PROJECT

Every project report is carried out with some specific objectives in the mind. Objective is

basically the purpose behind conducting a project and unless the objective is certain orspecifically defined it is not understood what data has to be collected. Objectives of the

project are nothing but what is to be learned out of this project report. This 60 days

summer project was carried out in Big Bazaar, Allahabad.

PRIMARY OBJECTIVE:

1. To know about the tastes of the existing customers.

2. To check the satisfaction level of existing customers & future prospects.

3. To know about customer preference.

4. To locate problems, if any.

5. Study of the promotional material by Big Bazaar.

6. Devising the marketing strategy to meet the customers expectations.

SECONDARY OBJECTIVE:

1. To understand the nuances of Indian retail industry.

2. To gain better understanding of formats and processes prevalent in the industry.

3. To understand the needs and expectations of Indian consumers towards the

organized retail sectors.

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Retail Industry

Indian Retail Industry Profile

The size of retail industry in an economy depends on many factors and the level of

consumer spending is the most important among these factors. The retail sector in

India has grown by leaps and bounds in the last five years. The reason behind this

growth has been the synergy of many propellants. However the growth is not always

genuine as there are exaggerations as well. But these exaggerations also have benefits

since they given a feel of growing competition all around. Secondly the present

situation is just a depiction of nascent stage. The future of the trajectory may not be as

steep as it is now or may be even slope downward. 'What will be the future size of the

retail industry' is the mind boggling question. Another moot point that will gain

importance in due time concerns the future of the unorganized retail market which

constitute a significant proportion of the whole industry.

Retailing in India: the present scenario

India has topped the AT Kearneys annual Global Retail Development Index (GRDI)

for the third consecutive year, maintaining its position as the most attractive market

for retail investment.

The Indian retail market -- one of India's fastest growing industries -- is expected to

grow from US$ 350 billion to US$ 427 billion by 2010. According to Euro monitor

International, the Indian Retail market will grow in value terms by a total of 39.6 per

cent between 2006 and 2011, averaging growth of almost 7 per cent a year.

Modern retail accounts for about 4 per cent of the total retail market in India. This

share is expected to increase to about 15 -20 per cent with the entry of a number of

corporate into the segment. Modern retail formats have grown by 25-30 per cent in

India in the last year and could be worth US$ 175-200 billion by 2016.

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Indian Retail: Past Vs Present

Let us compare the image of Indian retailing in 2004-05 to that of its status in 2007-08

in the following table:

Magnification of the Indian Retail Industry

Yardstick Situation in 04-05 Situation in 07-08

Value of retail sales Rs. 10,20,000 crore Rs 12,00,000 crore

Annual growth rate 5% 5.7%

Value of organized market Rs 35,000 crore Rs 55,000 crore

Share of organized market in the sector 3.4% 4.6%

Forecasts (after 5 years) about size of

organized retail market

Over Rs. 1,00,000 crore Rs. 2,00,000 crore

Forecasts about growth rate of organized

retail market

Around 30% Around 40%

The above table clearly shows that the retail market as well as the mindset required

for it has experienced a thorough revisal in the last three years. This is just the

beginning and Indians are sanguine that the sector will see rosy days in the future.

This confidence has helped India acquire the No.1 position among 30 most attractive

retailing destinations in the world according to the Global Retail Development Index

of 2005 (by AT Kearney, India). Among emerging markets, India holds the second

position after China in the list of most favored retail destinations.

The retail industry employs a huge share of the total workforce in India. It is the

second largest employer in India. Presently 7 percent of the total labor force is

employed in the retail sector. It is also the largest employer in the services sector and

maximum growth in the non-agricultural sector has been witnessed by retail trade.

According to market analysts 300 new malls, 1,500 supermarkets and 325

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departmental stores are going to come up in India in the next few days. The shopping

revolution that has led to this retail boom is going to continue and this is good news

for the government as well as those who wish to work in the organized sector.

Major Points:

1. The Retail Sector in India can be split up into two, the organized and the

unorganized. The organized sector whose size is expected to triple by 2010 can be

further split up into departmental stores, supermarkets, shopping malls etc.

2. In terms of value the size of the retail sector in India is $350 billion. The organized

sector contributes about 4.6% to the total trade.

3. The retail sector in India contributes 10% to the Gross Domestic Product and 8% to

the employment of the country.

4. In terms of growth the FMCG retail sector is the fastest growing unit and the retail

relating to household care, confectionery etc, have lagged behind.

5. The foreign retail giants were initially restricted from making investments in India.

But now FDI of 51% is permitted in India only through single branded retail outlets.

Multi brand outlets are still beyond their reach. Again they can only enter the market

through franchisees,. This was how Wal-Mart had entered joining hands with Bharati

Enterprises.

6. On line retailing is still to leave a mark on the customers.

In a nutshell we may conclude that the retail industry in India has a very bright future

prospect. It is expected to enrich the Indian Economy in terms of income and

employment generation.

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COMPANY PROFILE

Company Name: Pantaloon Retail (India) Limited

Corporate Headquarters: Knowledge House, Shyam Nagar, Jogeshwari (East),Mumbai 400 060. India Ph: +91 22 6644 2200

Listing: Pantaloon Retail is a listed company on the Bombay Stock Exchange (BSE,Scrip Code: 523574) and National Stock Exchange (NSE, Symbol: PANTALOONR).

Employee Strength: 17,000

OUR BACKGROUND:

Pantaloon Retail (India) Limited was

incorporated as Manz Wear Private Limited by

Kishor Biyani on 12 October 1987, converted

into a public limited company in September

1991, renamed as Pantaloon Fashion (India)

Limited a year later and thereafter Pantaloon

Retail (India) Limited in July 1999. Thecompany is headquartered in Mumbai and

possesses plants in Tarapur and Mumbai to manufacture garments. The companys

shares are listed on the Mumbai and National Stock Exchange. The promoters, the

Mumbai based Biyani family, hold a near 50 percent equity in the company. The

company has approximately 14000 shareholders.

PIONEERS:

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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 this was attempted by other

Indian retail company. The company was the first to introduce the concept of the

retail department store for the entire family 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 mandi within a Hypermarket, which was launched in July

2002 in Mumbai.

GROWTH:

Pantaloon Retail (India) Limited is a leading retailer with a turnover of Rs. 2,019

crore for the financial year 2005-06

Pantaloon declared its unaudited financial results for the quarter ended December 31,

2006 wherein the gross turnover (Rs.795.48 crore) for the quarter increased by 57 per

cent; net sales/ income from operations (Rs. 752.68 crore) increased by 59.47 per

cent. The company store Big Bazaar a division of Pantaloon Retail (I) Ltd. has

reported a top line CAGR (Company Annualized Growth Rate) of 65 percent over the

last decade. Over this period, the company has evolved from a small manufacturing

concern into India s largest manufacturer-retailer, integrated along the entire value

chain. The company has about 331 stores in over 40 cities across the country,

constituting 5 million square feet of retail space. The company caters to the Lifestyle

segment through its 31 Pantaloons Stores and 4 Central Malls, as well as its other

concepts. In Value retailing it is present through 68 Big Bazaar hypermarkets, 89

Food Bazaars and 7Fashion Stations, and other delivery formats.

BRANDS:

The company s retail presence is market by visible and reputed brands like John

Miller, Oye, Bare, Srishti, HNY, Annabelle, Scotsville, Ajile, Pantalength and

Pantaloon (India s number one trouser).The Company delivers adequate customer

choice by stocking no competing and complementary brands owned by other

manufactures as well.

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OUR PEOPLE:

The biggest strength of the company does not lie in its tangibles but in its people.

Over the years, Pantaloons has selectively recruited form some of the best fashion and

business schools of the country to staff of its design, merchandising, category

management, human resources and finance functions with capable professionals.

INDIAS PREFERRED FAMILY STORE:

Pantaloons introduced, India to a world class shopping experience through a 13,000

square feet store in Kolkata in 1997.Encouraged by its immediate acceptability,

Pantaloons spread to 14 stores and 2.13 lac square feet across Kolkata, Mumbai,

Pune, Chennai, Hyderabad, Nagpur, Ahmedabad and Kanpur over the next few year.

(2004-above).Today, Pantaloons offers a range of Products - trousers, shirts, casual

wear, children clothes, accessories, jewellery, stationary, home items, restaurant,

watches, electronic item, chocolates, toys and cosmetics, among others. As a result,

Pantaloons has emerged as a family store with something for everyone.

BIG BAZAAR

Hypermarket Brand

Is se sasta aur aacha kahin nahin

This is the Hypermarket Discount store initiative of the company, commissioned to

address the discount and bargain hunting tendencies of the Indian Shopper. Big

Bazaar chain houses everything that one may need in house under one roof, at the

lowest prices.

Is se sasta aur achha kahin nahi!

A Division of Pantaloon Retail (India) Ltd

They sell all items either branded or unbranded. This includes clothing, apparel, home

textile and furnishing, white goods, home appliances, electronics, plastics, toys,

kitchen needs, pharmacy, luggage, foods and provisions, sarees etc. it also offer the

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services of an optician and matching center. The merchandise will be either part of

Big Bazaar goods or will be part of the shop-in shop (SIS) Big Bazaar merchandise

includes the following goods; ladies, dress materials western wear, ethnic wear, Men s

garments like shirts, trousers, shorts, blazers, kids were suiting fabrics, home

furnishing, plastic Goods, utensils.

VISION MISSION AND VALUES

VISION:

We shall deliver Everything, Everywhere, Every time for Every Indian Consumer in

the most profitable manner.

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.

VALUES:

Indian-ness

The core value of the company is Indian-ness. I believe in myself. The company is

developing. An Indian customer has unique culture and a value system. Thats why

the company is targeting the family as the customer rather then the individual. It

offers products of Indian taste, a combination of own and shop-in-shop categories and

a mix of big retailer partnering with the smalltime shopkeeper.

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Dedication:

The company is dedicated to customer satisfaction. This is way it has a no questions

asked exchange policy and offers products, which the customer needs. The company

follows an inverse pyramid structure of organization where the board of directors is at

the bottom and the customer service executive is on the top, interacting directly with

the customer.

Leadership:

The Company aims to be a leader and not a follower. The company has taken the

initiatives to achieve this leadership position by launching multiple retail formats that

target all segments of society.

Self-Development:

The company is in the continuous process of self-development through sincere and

hard work towards understanding customers, markets and products. The company had

moved over time form apparel manufacturing to distribution to franchisee retailing to

the departmental format retailing and to the hypermarket format of retailing. As a

result, the company is always in a state of learning.

Respect:

The company respects the individual. For instance, employees are considered as

internal customers, suppliers/vendors are treated as partners in progress. The company

believes in long-term value-driven customer relationships rather than one-off deals.

Introspections:

Introspection is a key corporate value. The company has passed through a number of

in fluctuation points in its short life span and emerged successful. The companys

ability to introspect has helped it to grow over time from the small to large and

multiple formats of retailing the target all the sections of society.

RETAILING PRINCEIPLES:

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To define the core customer and merchandise for the store, its price points, its

assortments and presentation of sales for that target group.

To have consistency of quality in merchandise of the store i.e. same taste and

price points for every merchandise. To always have a unique and exclusive merchandise to differentiate itself from

the competition

To give value for money to the customers

To build people to attract, retain and develop an outstanding team that can

work together to achieve the goals for the company

To upgrade technology, by way of bar coding, computerized reordering

system and to monitor inventories, analyses the customer database for

effective marketing.

To a low cost operator in terms of cost

To build up successful partnership with franchisees

To build up stores through carefully thought out strategies and execution.

Awards:

1. Images Retail Forum Announced most admired retailer of the year 2007:

Large format, multi product store: Big Bazaar

2. National Retail Federation Awards

International Retailer for the Year 2007

3. World Retail Congress Awards

Emerging Market Retailer of the Year 2007

4. Readers Digest Trusted Brands Platinum Awards

Trusted Brands Platinum Award (Supermarket Category) Big Bazaar

5. Hewitt Best Employers 2007

Best Employers in India (Rank 14th) Pantaloon Retail (India) Ltd

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Competitors:

For each line of business, one would face competition from established national and

regional companies. In the fashion segment, Pantaloon probably faces competition

from Shoppers Stop, Trent and Lifestyle. The hypermarket business is relatively new,

being just about five years old in the country. Pantaloon faces competition from the

likes of RPG (Spencers), Trent (Star India Bazaar) and with Shoppers Stop too

indicating their entry into the hypermarket segment. In the Food business, competition

is from Subhiksha, Food World to name a few.

Top Companies: An analysis

Big Bazaar- Big Bazaar is a chain of department stores owned by the Pantaloon

Group (Future Group)and headed by Kishore Biyani and headquartered at Mumbai. It

offers all types of household items such as home furnishing, utensils, fashion products

etc. It has a grocery department and vegetable section known as the Food Bazaar and

its online shopping site is known as FutureBazaar.com. The real estate fund

management company promoted by the Future Group expects to develop more than

50 projects across India covering a combined area of more than 16 million sq. ft. On

April 1 2007, Big Bazaar had to shut its outlets in Mumbai as the 120 retrenched

employees called a strike with the support of Bhartiya Kamgar Sena (the trade Union

wing of Shiv Sena). Later the management agreed to reinstate the sacked workers.

Bharti Retail, a wholly owned subsidiary of Bharti Enterprises. has announced two

joint ventures (JV)with the international retailing behemoth, Wal-Mart. The first JV

ensures cash and carry business, in which 100 percent FDI is permitted and it can sell

only to retailers and distributors. The second JV concerns the franchise arrangement.

Sunil Mittal, Chairman of the Bharti Group assured that the ventures will use low

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prices every day and best practices for the satisfaction of the customer. Processed

foods and vegetables will be delivered by Bharti Field Fresh, Bharti's JV with

Rothschild. Bharti Retail aims to foray every city with a population exceeding 1

million. It has plans to come up with an investment of more than $2 billion in

convenience stores, supermarkets and hypermarkets spread over an aggregate 10

million sq. ft. The expansion drive looks ambitious but analysts are worried that

Bharti may face stiff competition from Pantaloon and Reliance as they too have

sanguine plans to flood the markets with thousands of retail outlets in the coming five

years. Bharti Telecom also has plans to offer all its fixed and mobile telecom products

and services from a single window to the SMB (Small and Medium Business)

enterprises under the Bharti Infotel division..

Reliance Retail- Reliance claimed last year to start a retail chain that will be unique

in size and spread, will lead to the welfare of one and all ranging from Indian farmers,

manufacturers and ultimately consumers. It is known as Reliance Retail Ltd.(RRL)

and is a 100 percent subsidiary of Reliance industries Ltd.(RIL). Soon after the

Bharti-Wal Mart tie up, there was the news that RIL (Reliance Industries Ltd.)

Chairman Mukesh Ambani met Commerce Minister Kamal Nath to discuss the

apprehension of cheap imports from China. Reliance Retail has plans to open 4,000

outlets across 1,500 towns for an investment of $5.6 billion. Reliance is not away

from agro-business. According to Buddhadeb Bhattacharjee, Chief Minister of West

Bengal, Reliance will hold demonstration farming, produce good quality seeds and

give inputs to farmers. Its most significant participation has been in the food

procurement business in Madhya Pradesh and Punjab. This has in fact compelled the

government to import wheat this year. Reliance Retail has also been reported to have

entered into an agreement with footwear manufacturer Bata India Ltd. so that they

will involve in selling each other's products.

DLF Shopping Malls- DLF Retail Developers Ltd. is one of the troikas of the DLF

Group. Besides being India's largest real estate developer, DLF is also of the leaders

in innovating shopping malls in India. It caught public eye when it launched the

2,50,000 sq ft. shopping mall in Gurgaon. It has brought a dramatic change in the

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lifestyles and entertainment with its City Centres and DT Cinemas. DLF has plans to

invest Rs. 2000-3000 crore in all the emerging areas from metros to A class cities in

the next two years. Till last year the company was involved in building 18 malls out

of which 10 were in the NCR region. Future plans of DLF involve opening up of 100

malls(speciality malls, big box retailing and integrated malls) across 60 cities in next

8-10 years. They are slowly transforming into 'lease' and 'revenue share' models.

Local players like ITC, the A.V. Birla Group and Tatas have given the hints to enter

organised retail. Frances Carrefour SA and Britains Tesco too were recently in news

for their future plans to explore the Indian retail market.

Retailing in India: (a forecast)

Future of organized retail in India looks bright. According to recent researches it is

projected to grow at a rate of about 37% in 2007 and at a rate of 42% in 2008. It will

capture a share of 10% of the total retailing by the end of 2010.

The organized retail sector is expected to grow to a value of Rs. 2, 00,000 crore

(US$45 billion) and may generate 10 to15 million jobs in next 5 years. This can

happen in two forms- 2.5 million of these people may be associated directly with

retailing and the rest 10 million people may be gainfully employed in related sectors

that will be pulled up through the strong forward and backward linkage effects.

However to compete in this sector one needs to have up-to-date market information

for planning and decision making. The second most important requirement is to

manage costs widely in order to earn at least normal profits in face of stiff

competition.

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Major Milestones

1987 Company incorporated as Manz Wear Private Limited. Launch of

Pantaloons trouser, Indias 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.

1997Pantaloons Indias family store launched in Kolkata.

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

chain launched.

2002Food Bazaar, the supermarket chain is launched.

2004 Central Shop, Eat, Celebrate In The Heart Of Our City - Indias 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 companys financial arm launches real estatefunds 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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About Future Group:

Future Group is positioned to cater to the entire Indian consumption space. It operates

through six verticals: Future Retail (encompassing all lines of retail business), Future

Capital (financial products and services), Future Brands (all brands owned or

managed by group companies), Future Space (management of retail real estate),

Future Logistics (management of supply chain and distribution) and Future Media

(development and management of retail media spaces).

The group's flagship enterprise, Pantaloon Retail, is India's leading retail company

with presence in food, fashion and footwear, home solutions and consumer

electronics, books and music, health, wellness and beauty, general merchandise,

communication products, E-tailing and leisure and entertainment.

Future Group's vision is-

Deliver Everything, Everywhere, Every time to Every Indian Consumer in the most

profitable manner.

One of the core values at Future Group is- Indian-ness'

Its corporate credo is Rewrite Rules, Retain Values.

Future Group

Future Group is Indias leading business group that caters to the entire Indian

consumption space. Led by Mr. Kishore Biyani, the Future Group operates through

six verticals: Retail, Capital, Brands, Space, Media and Logistics.

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Apart from Pantaloon Retail, the groups presence in the retail space is complemented

by group companies, Indus League Clothing, which owns leading apparel brands like

Indigo Nation, Scullers and Urban Yoga, and Galaxy Entertainment Limited that

operates Bowling Co, Sports Bar, F123 and Brew Bar.

Future Bazaar

Futurebazaar.com is owned and operated by Future Bazaar India Ltd., a subsidiary of

Pantaloon Retail (India) Limited. As part of Indias largest retail chain, we enjoy the

benefits of buying in bulk for the entire group and keep our margins low, so you get a

great range of products at great prices. We pass these benefits on to you, so our prices

are the lowest we can make every day. About our parent company Pantaloon Retail

(India) Limited led by Kishore Biyani is the country's largest retailer. It owns and

operates multiple retail formats including Pantaloons, Big Bazaar, Food Bazaar,

Central, E-Zone, Fashion Station, Depot and many others. Headquartered in Mumbai,

Pantaloon Retail is listed on BSE and NSE with a turnover of Rs 2,018 crores for

financial year ended 2005-06.

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RESEARCH METHODOLOGY

Meaning of research

Research in common parlance refers to a search for knowledge. One can also define

research as a scientific and systematic search for pertinent information on a specific

topic. In fact, research is an art of scientific investigation. The advanced learners

dictionary of current English lays down the meaning of research as a careful

investigation or inquiry specially through search for new facts in any branch of

knowledge.

Objective

The purpose of research is to discover answers to questions through the application of

scientific procedures. Though each research study has its own scientific purpose, we

may think of research objectives as falling into a number of following groups:

1. To gain familiarity with a phenomenon or to achieve new insights

2. To portray accurately the characteristics of a particular individual, situation or

a group

3. To determine the frequency with which something occurs or with which it is

associated with something else.

4. To test a hypothesis of a casual relationship between variables

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Research methodology

Research methodology is a way to systematically solve a research problem. It may be

understood as a science of studying how research is done scientifically. In it we study

various steps that are generally adopted by a researcher in studying his research

problem along with logic behind them.

Research process

Before embarking on the details of research methodology and techniques, it seems

appropriate to present a brief overview of the research process. Research process

consists of series of actions or steps necessary to effectively carry out research and the

desired sequencing of these steps.

Formulating the research problem

Extensive literature survey

Development of working hypothesis

Preparing the research design

Determining the research design

Deliberate sampling

Simple random sampling

Systematic sampling

Stratified sampling

Collecting the data

By observation

Through personal interview

Through telephone interviews

By questionnaires

Execution of the project

Analysis of data

Hypothesis-testing

Generalization and interpretation

Preparation of the report

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Types of research

Descriptive research

Analytical research

Applied research

Fundamental research

Quantitative research

Qualitative research

Conceptual research

Empirical research

The above mentioned are the various types of research which a researcher can apply

in order to achieve one s desired objective. Therefore to achieve the objectives of my

research I have used descriptive research.

This is based on proper research design to meet the objectives of the study.

Sampling plan for the project

Geographical/sample area: Allahabad

Sampling unit: BIG BAZAAR, Allahabad

Sample size: 100 questionnaires

Data collection

The data was collected by going in the store personally and getting the questionnaires

filled form the customers when they are shopping. The main motive in doing this

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study was to get the feedback from the customers to give them better service by

knowing how they rate the store in all the parameters.

a. Types of data

i. Primary data: Data observed and recorded or collected directly from respondents.

ii. Secondary data: Data complied both inside and outside the organization for same

purpose.

iii. Other than the current investigation.

Internal Sources of Secondary Data

Daily, weekly, and annual sales reports, which may be broken down by geographical

area, by product line, or even by product, accounting information, such as expenses and

profits, Competitive information gathered by the sales force.

External Sources of Secondary Data: Trade associations, Industry publications and

databases.

Government databases (e.g. bureau of the Census)

Sales, volume and brand market share measurement system (e.g. ACNilsen Company and

information Resources, Inc.)

Methods of collecting Primary Data

Sampling

Population consists of all the elements, Units or an individual of interest to researchers for

specific study. Sample is a limited number of units chosen to represent the characteristics

of a total population.

Types of sampling

Probability - each element has a know chance for study.

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Random-each element has an equal chance for study.

Stratified-study populations divided into like groups.

Non-probability: elements likelihood of study is unknown.

Quota: Population is grouped and elements are arbitrarily chosen.

Basic Survey Methods

Mail survey

Telephone survey

Online survey

Personal interview survey

In home (door-to-door) interview

Focus- group interview

Telephone depth interview

Shopping mall intercepts interviews

On-site computer interviews

DATA COLLECTION TOOL

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The data collection tool that I have used is Questionnaire. I have selected

questionnaire as a data collection tool primarily because of descriptive nature of

sampling & secondly it was the most suitable tool that could help in achieving all the

objectives of the study & to do the analysis deeply and effectively.

ANALYSIS

1. How often do you shop at Big Bazaar?

Shopping Frequency Weekly Fortnightly monthly quarterly half yearly

No. of respondents 47 18 30 4 1

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Shoping Frequency

4% 1%

47%

18%

30%

Weekly fortnightly monthlyquarterly half yearly

Interpretation:

The more number of customers visit Big Bazaar weekly and monthly. Only 18 percent

of respondents visit fortnightly.

2. Are you a Big Bazaar member?

Membership Yes No

No. of respondents 30 70

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Membership

30%

70%

Yes No

Interpretation:

Only 30 percent of respondents are the members of Big Bazaar. Rest 70 percents are

not the members of Big Bazaar.

3. How do you find the quality of the products?

Product Quality Excellent Good Average Poor

No. of respondents 22 74 3 1

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Interpretation:

Maximum number of respondents, (96%), responded that the quality of the product is

satisfactory. Few were there who were expecting more than the current quality level.

4. How did you find the variety of products?

Product Variety Excellent Good Average Poor

No. of

respondents

14 78 8 0

34

Product Quality

22%

74%

1%3%

excellent Good Average Poor


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Product Variety

78%

8%0%

14%

Excellent Good Average Poor

Interpretation:

Maximum number of respondents, 92%, responded that the variety of the product is

good. Only 8% rated it average.

5. Did you come across any difficulty while purchasing or billing?

Difficulty while Shopping Yes No

Number Of respondents 4 96

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Difficulty while Shopping

96%

4%

Yes No

Interpretation:

Only 4% respondents responded negatively. They felt problem during billing,

carrying trolley, etc. Others 96% faced no problem during their shopping.

6. Do you wish any products to be added in our store?

New product desire Yes No

Number of respondents 43 57

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New Product desire

43%

57%

Yes No

Interpretation:

Approximately 43% customers are expecting more product variation in the form of

new product or variety improvement in current products. Remaining 57% responded

that they are happy with the current products in Big Bazaar.

7. Was the store clean?

Neatness of the store Yes No

Number of Respondents 100 0

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Neatness of the store

100%

0%

Yes No

Interpretation:

All the respondents were satisfied with the neatness of the store. All said that the store

was neat and clean.

8. Was the parking space provided to you appropriate?

Availability of enough Parking Yes No

Number of respondents 78 22

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Availability of Parking

78%

22%

Yes No

Interpretation:

Approximately 1/4th of the respondents responded that the parking space is not

enough for their vehicles. Remaining said that parking is having enough space.

9. How was the overall appearance of the crew members? (Hair, dressing, body

language, communication skill)

Appearance of the crew members Excellent Average Good Poor

Number of Respondents 20 10 70 0

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Appearance of the crew members

70%

10%

20%

0%


Interpretation:

Most of the customers told that the appearance of the crew members is good.

Approximately 70% responded that appearance is good, 20% said its excellent, 10%

said its average and no one said its poor.

10. Were the signages informative?

Effectiveness of signages Yes No

Number of responded 57 43

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Usefulness of signage

43%

57%

Yes No

Interpretation:

Signages for different departments and places are displayed inside the mall. 57%

customers responded that signages are very informative but 43% said that the

signages are not informative, sometimes they create confusion. Use of English

language was the main reason to create confusion among the local (rural) customers.

11. How was the visibility and shelf space arrangement of the store?

Shelf space arrangement Excellent Good Average Poor

Number of Respondents 25 75 0 0

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shelf and space arrangement

25%

75%

0%0%


Interpretation:

75% customers said that visibility and shelf space arrangement is good and 25% said

that it is excellent. No one said that space arrangement either average or poor.

12. How did you come to know about the offers?

Methods to know the offers Flyers Mouth Publicity News paper Tele-calling

Number of respondents 33 23 39 5

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Way to know offers

23%

39%

5%

33%

Flyers Mouth Publicity News Paper Telecalling

Interpretation:

Customers become aware about the offers mostly by news paper. There are very few

who come to know about Tele-calling. 39% know about the offers by news

paper.33% by flyers and 23% by mouth publicity. Only 5% were there who come to

know the offers by Tele-calling.

13. 70% of the customers were male shoppers out of 100

Gender Of the customers Male Female

Number 70 30

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Gender of the studied customers

30%

70%

Male Female

Interpretation:

From the total observed customers (100) there were 70 males and only 30 female.Ratio of female customers in comparison with males was very less.

Findings

From the analysis of the data I collected during the study I present following

Findings:

Customers think that the variety and the quality of products in the store should

be improved.

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At Big Bazaar the customers faced parking problems.

The offers given to the customers are repeated every time.

Minimum percentage of the customers came to know about the offers through

Tele-calling.

Most of the customers have come to know about the offers through News

papers and Flyers.

Satisfaction level of existing customers is satisfactory, however for the future

prospects more changes and efforts have to be taken.

There is a huge potential of Big Bazaar as they do not have even a single competitor

in Allahabad.

Recommendations

From the analysis of the data I collected during the study I present following

Recommendations:

Customers think that the variety and the quality of products in the store should

be improved.

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More distribution of flyers in Newspapers should be there with which the

customers will be able to know the offers.

The offers given to the customers are repeated every time. There should be

new offers every time.

Minimum percent of customers came to know about the offers through Tele-

calling. Tele-calling should be done to the customers to inform them about the

new offers.

Hoardings should be put up in the key areas of the city.

More promotions to be made to attract new customers.

In-store buzz should also be conducted at Big Bazaar.

The most important recommendation is the number of Big Bazaar members

should be increased. More customers should be converted into Big Bazaar

members.

SWOT ANALYSIS

STRENGTH

Limited competition

Good reputation of the company (Pantaloon Retail India ltd.)

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Quality of service

Highly cooperative and efficient staff & crew members

Exclusive Products

Use of modern technology like credit card billing & loyalty programs

Wide range of products to suit all customer segments

Maximum number of branches

Membership loyalty programs

WEAKNESS

Target customer base very small

No presence in semi urban sector

Promotional campaigns are nearly absent.

Less advertising efforts

At many times products are out of stock

Offers are repeated commonly.

Less number of Big Bazaar members.

OPPORTUNITIES

Can build a strong distribution network to tap the untouched market

Customer education will improve the customer base.

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Increasing awareness will result in increase in customer base.

None of the supermarkets have a branch in Allahabad.

No of competitor is increasing very fast, especially In Allahabad.

By making some good promotional efforts Big Bazaar can gain more number

of customers who will be loyal.

THREATS

Competition with big giants like Reliance Retail and Spencer s daily.

Challenges posed by other retailers in the market.

Customer may shift to other supermarket.

Lower customer base may hinder prompt service.

QUESTIONNAIRE

Dear Customer,

In an effort to serve you better, we request you to fill in the following

questionnaire.

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1. How often do you shop at Big Bazaar?

(Weekly / fortnightly / monthly / quarterly/ half yearly)

2. Are you a Big Bazaar member?

(Yes/No)

3. How do you find the quality of the products?

(Excellent / good / average / poor)

4. How did you find the variety of products?


5. Did you come across any difficulty while purchasing or billing?

(Yes /No)

Reason: _________________________________________

_________________________________________.

6. Do you wish any products to be added in our store?

(Yes /No)

Which: __________________________________________

7. Was the store clean?

(Yes /No)

8. Was the parking space provided to you appropriate?

(Yes /No)

9. How was the overall appearance of the crew members? (Hair, dressing, body

language, communication skill)


10. Were the signages informative?

(Yes/No)

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11. How was the visibility and shelf space arrangement of the store?

(Excellent/ good / average / poor)

12. How did you come to know about the offers?

(Flyers / mouth publicity / news paper / Tele-calling)

Other: ___________________________________________.

13. Any other observations:

_______________________________________________

_______________________________________________

______________________________________________.

14. Any other suggestions:

_______________________________________________

_______________________________________________

______________________________________________.

Personal information:

Name: __________________________________________.

Age: ________.

Sex: (Male / Female)

Address: __________________________________________

_________________________________________.

Contact no. : ________________. Mobile: _____________.

BIBLIOGRAPHY

1) E. Green, Paul & Tull, S. Donald & Albaum, Gerald (2000), Research forMarketing Decisions Fifth Indian, Prentice Hall of India

2) Philip Kotler, Marketing Management, Person education 11th Edition, pp. 72-75

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3) Philip Kotler, Marketing Management, Person education 11th Edition, pp. 61-65

Websites:

www.retailyatra.com

www.indiainfoline.com

www.bcgindia.com/home.html

www.acnielson.com

www.Org-marg.com/index1024.htm

www.icraindia.com

www.pantaloon.com/html/bigbazaar_index.htm

www.ficci.com/ficci/index.htm

adi pantaloons project

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