shivam big bazaar project report
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A
PROJECT REPORTON
“CUSTOMER RELATIONSHIP MANAGEMENT”FOR
(Big Bazaar Allahabad)BY
SHIVAM TIWARI
MBA SEMESTER III
ROLL NO: 1128470019
PROJECT GUIDE BY
"MR. PRASHANT SHUKLA"
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS OF THE
TWO-YEAR FULL-TIME MBA (MASTER OF BUSINESS ADMINISTRATION)
PROGRAMME
OF
UIT(UNITED INSTITUTE OF TECHNOLOGY)
ALLAHABAD
A.Y: 2011 – 2012
ACKNOWLEDGEMENT
I feel very pleased to acknowledge that I have completed my Summer Training from “BIG BAZAR” Allahabad. I was with “FUTURE GROUP” for the past seven weeks and this summer training was an opportunity to observe the organization more closely. It was a great pleasure to be with the organization & learn about its culture, practices, people processes & business activities.
A Project Report is never successfully completed without the guidance from appropriate person. So, now it is the right time to express my sincere gratitude towards all those, who have helped me to complete the project.
I would like to thank Mr.ANIRUDH SINGH (HR Manager, Training) who has given me the opportunity .whose guidance and support helped me to complete this project successfully. Without their Guidance the work would never have been completed.
And I am greatly to all advisers who helped me knowingly or unknowingly for getting the information and taking interest in my project. I am also thankful to entire faculty and staff of UIT and my guide Mr. PRASHANT SHUKLA, without which this project would be not a successful one. Last but not the least I would like to appreciate my parents who have always motivated me directly and indirectly to do my work with utmost Dedication.
Thanks
Date:
SHIVAM TIWARI
DECLARATION
I, here by declare that the Project work entitled “ CUSTOMER RELATIONSHIP
MANAGEMENT” is an authentic record of my own carried out at BIG BAZAAR,
ALLAHABAD as requirement of SEVEN weeks Project for the award of Degree
of “MANAGEMENT OF BUSINESS ADMININSTRATION” IN marketing from
UIT under the guidance of Mr. prashant shukla during 15th June to 31st july, 2012.
(shivam tiwari)
PREFACE
It is said that practice makes a man perfect. So, professional study is
incomplete without its practical knowledge. In the field of business, theory brief of
practice holds no good. Theory provides the fundamental stone for the guidance of
practice, but practice examines the element of truth lying in the theory. Therefore, a
stand co-ordination between theory and practice is very essential to make an MBA
perfect.
Every organization whether large or small faces a lot of problems in absence of
adequate knowledge of facts about market. “Marketing research as a tool of
collection and interpretation of data helps marketing management in getting products
more efficiently in the hands of consumers.”
Project work is essential part for the partial fulfillment of the syllabus of M.B.A.
(Master of Business Administration) course of united institute of technology naini
allahabad affiliated to Gautam Buddh Technical University Lucknow. Every
management Participants undergoes training for Eight weeks in business organization.
I have prepared this project report during my summer placement at Big Bazar
Allahabad.
I have conducted my study under the heading, “Customer Relationship
Management” in Big Bazaar Allahabad.
The whole report divided in to eight chapters, each chapter dealing with different
aspect of study. The report is written in a very comprehensive manner that enables
the busy executives to have a quick grasp of the contents.
The Fifth & Sixth chapter deals with the conclusions and recommendations,
which will certainly be helpful to the company in understanding its strength and
weaknesses and getting an edge over them.
I have tried my best to do justice and be honest in analyzing the topic but “to
error is human” any weakness and shortcoming is unintentional. Any comment or
suggestion is welcomed.
(shivam tiwari)
TABLE OF CONTENTS
Introduction…………………………………………………………………………………………… 1
Objective…………………………………………………………………… 3
Industry profile…………………………………………………………… 10
Company profile…………………………………………………………… 27
Trade profile……………………………………………………………….. 55
Research Methodology…………………………………………………….. 62
Data Analysis……………………………………………………………… 70
Interpretation of data……………………………………………………. 72
Findings……………………………………………………………………… 96
Conclusion…………………………………………………………………… 98
Recommendation............................................................................................ 99
Suggestion……………………………………………………………………. 100
Limitations of study………………………………………………………………….. 101
Appendices……………………………………………………………… 102
Bibliography………………………………………………………….. 104
ABOUT THE CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Changes in customer expectations can be identified throughout the world. Customer relationship
management (CRM) strategies have become increasingly important worldwide due to these
changes in expectations from customers as well as changes in the nature of markets. Changes
have been noted across the world, but opportunities present themselves in South Africa and other
developing countries for CRM strategies. Customer Relationship Management (CRM) is a
managerial philosophy that seeks to build long term relationships with customers. CRM can be
defined as “the development and maintenance of mutually beneficial long-term relationships
with strategically significant customers”. Under certain circumstances it may result in the
termination of relationships It can also be noted that the relationship is developed with
strategically significant customers, and hence it is necessary for the organisation to determine the
nature of the significance. Traditionally this would be done by determining the value of the
customer to the organisation, but other criteria that can be used include whether a customer
serves as a benchmark for other customers or whether the customer inspires change in the
supplier. The implementation of CRM is regarded as desirable by organizations due to the
benefits that accrue from these strategies among their customers, such as greater loyalty and
resulting profits. The focus of a CRM strategy is the acquisition, retention and overall customer
profitability of the specific group of customers.
• Acquisition of customers:
this refers to the need of organization to find new customers for their products. This means they
are required to develop strategies to attract potential customers to purchase the product. The cost
of attracting a new customer is estimated to be five times the cost of keeping a current customer
happy
• Retention of customers:
organization also need to focus on existing customers in order to ensure that they continue
purchasing and continue supporting the product. Organisations can increase their profitability by
between 20% and 125% if they boost their customer retention rate by 5%.
• Profitability:
Customer profitability reflects the financial performance of customers with respect to all the
costs associated with a transaction Profitability in the case of CRM is determined in the light of
the lifetime value of the customer to the organisation, taking account the income andexpenses
associated with each customer and their respective transactions over time. In attempting to
understand the implementation of CRM programmers, it must be borne in mind that economies
differ in terms of their level of development. Two economic criteria can be used in this economic
analysis; population size and per capita income have been incorporated into the calculation of per
capita GNP and per capital GDP This analysis makes it possible to categories economies as
being developed, developing and less-developed. Developed economies are characterized by
political stability, highly educated and literate populations, high levels of innovation and
entrepreneurship as well as high levels of both industrial and information technology. Less-
developed economies (such as Bulgaria, Bangladesh and Ethiopia) have political instability
(sometimes political anarchy), government inefficiency, low standards of living and low levels of
economic wealth. An emerging market (or developing economy) is defined as markets that are in
the process of evolving to becoming developed (i.e. higher income) It is into this category that
South Africa can be placed.
Developing economies have the following characteristics:
• Improving educational standards, literacy and work skills levels
• Relatively efficient technology systems
• Relative political stability and a movement towards market-based economies
• Rapidly expanding financial services.
The characteristics of developing economies as listed above form part of the imperatives for the
implementation of CRM. CRM includes the use of technology in the building of databases and
the use thereofto develop and improve the relationship with the various markets, including the
final consumer. In order to exploit this technology, skills among staff are required. Organisations
within developing markets havecustomer information in databases, though many do not have the
advanced technology or skills to exploit the information that is stored. This indicates that CRM
can be used within developing markets, though organisations will still be required to manage its
implementation with care. The answer to this question has to be no. The reason for this is that not
all organisations have customer information, which makes the implementation of CRM
impossible. Examples of these products include mass products. Further, businesses where there
is a high customer churn (where customers remove their patronage) or where there is a low
Customer Lifetime Value (CLV) which impacts on the profitability of the organisation are not
suitable to the implementation of CRM. These are true, irrespective of the nature of the
economic development within markets. It can thus be said that CRM is appropriate for certain
organisations in emerging markets. Organisations that can implement CRM successfully are
those that have a great deal of information concerning the customer and where there are
differentiated needs among the customers. Financial services meet the criteria for the
implementation of CRM as indicated by Kotler. Financial institutions have a great deal of
information concerning their customers and their needs differ. This means that banks offer
different products to different customers. Some customers require a mortgage bond in addition to
their current account and credit card, while for other customers, vehicle financing is more
important. The financial circumstances of customers differ, resulting in different packages being
offered to customers. It isalso possible for financial institutions to tailor their packages thereby
making them customer specific.
OBJECTIVE OF STUDY
Understand customer needs better
Maintain long term customer relationship
To retain profitable customer.
To create competitive advantage
SIGNIFICANCE OF STUDY
Customer Relationship management is the strongest and the most efficient approach in
maintaining and creating relationships with customers. Customer relationship management is not
only pure business but also ideate strong personal bonding within people. Development of this
type of bonding drives the business to new levels of success.
A CRM system consists of a historical view and analysis of all the acquired or to be
acquired customers. This helps in reduced searching and correlating customers and to
foresee customer needs effectively and increase business.
CRM contains each and every bit of details of a customer, hence it is very easy for track a
customer accordingly and can be used to determine which customer can be profitable and
which not.
In CRM system, customers are grouped according to different aspects according to the
type of business they do or according to physical location and are allocated to different
customer managers often called as account managers. This helps in focusing and
concentrating on each and every customer separately.
The strongest aspect of Customer Relationship Management is that it is very cost-
effective. The advantage of decently implemented CRM system is that there is very less
need of paper and manual work which requires lesser staff to manage and lesser resources
to deal with. The technologies used in implementing a CRM system are also very cheap
and smooth as compared to the traditional way of business.
Efficiently dealing with all the customers and providing them what they actually need
increases the customer satisfaction. This increases the chance of getting more business
which ultimately enhances turnover and profit.
If the customer is satisfied they will always be loyal to you and will remain in business
forever resulting in increasing customer base and ultimately enhancing net growth of
business.
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 7 million square feet of retail space, has
over 1000 stores of its leading retail formats include, Pantaloon, Big Bazaar, Central, Food
Bazaar, Home Town, Ozone, Depot, future Money and online retail format, futurebazaar.com.
Future group includes, Future Capital Holding, Future Generally India Indus league clothing and
Galaxy Entertainment that manages sports Bar, Brew Bar and Bowling Co. Future Capital
Holding, 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, generally. French retailer
ETAM group. Us-based stationery products retailers, 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” as a core value and its corporate
credo is- Rewrite rules, Retain values.
Different Formats of Future Group
Format -1
Pantaloon Retail (India) Limited, is India's leading retail company with presence across multiple
lines of businesses. The company owns and manages multiple retail formats that cater to a wide
cross-section of the Indian society and is able to capture almost the entire consumption basket of
the Indian consumer. Headquartered in Mumbai (Bombay), the company operates through 5
million square feet of retail space, has over 331 stores across 40 cities in India and employs over
17,000 people. The company registered a turnover of Rs. 2,019 crore for FY 2005-06.
Pantaloon Retail forayed into modern retail in 1997 with the launching of fashion retail chain,
Pantaloons in Kolkata. In 2001, it launched Big Bazaar, a hypermarket chain that combines the
look and feel of Indian bazaars, with aspects of modern retail, like choice, convenience and
hygiene. Food Bazaar, food and grocery chain and launch Central, a first of its kind seamless
mall located in the heart of major Indian cities, followed this. Some of its other formats include,
Collection i (home improvement products), E-Zone (consumer electronics), Depot (books,
music, gifts and stationary), all (fashion apparel for plus-size individuals), Shoe Factory
(footwear) and Blue Sky (fashion accessories). It has recently launched its etailing
venture, future bazaar.com
Background: Founded in 1987 as a garment manufacturing company, the company forayed into
modern retail in August 1997 with the launch of its first department store, Pantaloons in Kolkata.
Listing: Pantaloon Retail is a listed company on the Bombay Stock Exchange (BSE, Scrip Code:
523574) and National Stock Exchange (NSE, Symbol: PANTALOONR).
Format-2
CENTRAL
Central, the showcase seamless mall concept is one of the more popular offerings in the lifestyle
segment that celebrates shopping in India. During the year, Central capitalized on its positioning
of being a destination where citizens can just come and unwind, whether it’s for shopping for a
wide range of national and international brands, enjoying their favorite cuisine at the multiple
specialty restaurants and food courts or watching the latest movie releases at the in-house
multiplexes.
The most reputed brands are showcased in Central. It is also emerging as the destination of first
choice for new fashion brands in India. Central assures better visibility, instant recognition, good
quality and commercially viable space on the basis of the optimum space utilization concept,
taking the brand closer to the consumer. With brands within Central competing against the best
brands in the country, it also allows benchmarking for these brands.
The coming year will also witness many new concepts being introduced at allCentral malls.
Some of these concepts include communications (MPort and Gen M), electronics (E-Zone),
furniture and accents (Collection I), fitness equipments and wellness zones, books, music, gifts
& stationery (Depot) and fine dining restaurants etc. Some of the new alliances that the group
has entered into, like Etam, Lee Cooper and Gini&Jony will also share space within all Central
malls.
Format-3
PLANET RETAIL
A young and emerging India is also eager to experience international brands. We sensed this
opportunity some time back and have built a strong portfolio of international brands through our
strategic partnership with Planet Retail Holdings Pvt. Ltd. The alliance with Planet Retail
provides access to international fashion retail chains like Marks & Spencer, with 9 stores at
present; Guess the US brand that has 12 retail stores currently, and the Spanish brand Women’s
Secret which is retailed through 2 outlets. Planet Retail also has a multi-brand international
sportswear format under the brand ‘Planet Sports’. The company is the sole licensee for
sportswear brands such asConverse, Spalding and the Athlete’s Foot the venture has also
launched other formats like Sports Warehouse, Accessorize, Monsoon,
Next, and Debenhams.
Format-4
1. Depot
This largely untapped unorganized market for books and music with very few players, throws up
an enormous opportunity; something that prompted Pantaloon to make its foray through its own
format, Depot in 2005-06. Located as stand-alone stores and within most Pantaloons, Central
and Big Bazaar retail formats, Depot’s vision is to be a one-stop shop where customers will find
an extensive range of books, multimedia, toys, gifts and stationery, thereby transforming the way
books, music, multimedia and gifts are bought, sold and perceived in India. This would be made
possible by the creation of a portfolio of exclusive titles, an Indian experience while shopping
and connecting with the mind and soul through different languages, ideas and tunes.
2. Books, Music and Gifts
Reading as a habit is ingrained into the Indian psyche from time immemorial. However, it is
being increasingly associated with a select few. The company believes that existing formats in
the segment offer an intimidating environment that alienates the masses. The company has
therefore taken this initiative of launching a chain of books, music and gifts stores that will once
again democratize the reading habit in the country. The company believes that with 1.2 billion
people, the habit of reading canbecome a strong business proposition. Depot seeks
toworkwithcommunities in and around the area where it is located and hopes to attract the entire
family to spend quality time together. It is focusing on the introduction of old classics and books
in regional languages with an objective to make these affordable to a mass audience.
Format-5
Fashion Station
Fashion Station, which represents the company’s offering of the latest in fashion for the masses,
has met with reasonable success since its launch in 2004-05. These thematic stores that offer the
most contemporary in fashion and accessories, is another of the value added propositions that
Pantaloon seeks to offer. The aspirational mass of consumers who are bombarded with the latest
in style through media penetration, hedonism and peer emulation, need an outlet that meets their
requirements of trendy, latest and yet affordable fashion. Fashion Station is positioned to meet
their requirements, and thereby take fashion to the masses.
Format-6
Home Improvement
Some of the key factors contributing to growth in the housing sector in India are increasing
purchasing power increasing number of nuclear families, softer interest rates, easy availability of
finance schemes and an overall real estate boom across the country. There is a shortage of more
than 33 million dwelling units. With the average age of a homebuyer reducing from 50 to sub-30,
4 million new homes are being bought annually. With every house, a dream is planted to
decorate the house. And this creates a demand for furniture, electronics and home improvement
products. Modern retail is ideally placed to capture a significant chunk of consumer spend made
by a new homebuyer. The market for home décor and improvement is largely unorganized and
hence a new homeowner has to literally visit several markets and stores for meeting his home
needs. This was the opportunity that Pantaloon perceived and the reason why it entered the Rs.
90,000 crore home solutions market in 2004-05. With its presence in the modern retail and
consumer space, this new concept was an opportunity for the company to leverage its experience
and offer the consumer an alternative solution to canalize his consumption needs.
In the Rs.25000 crore consumer durable industry, which is growing at nearly 6 per cent every
year, E-Zone has already emerged as a force to reckon with. This lifestyle retail format offers a
never experienced before environment for shopping for the best in national and international
consumer electronic and durables brands. It retails products ranging from music systems to
laptops, from the latest plasma television sets to DVD players, from washing machines to air-
conditioners to name a few. Typically in excess of 12,000 square feet in size, E-Zones are
primarily stand-alone concepts, but are also present within the company’s Central malls.
Format-7
COMMUNICATION
With over 2 billion phone users worldwide, mobility has now become an intrinsic part of our
personal and working lives. Mobile operators, cell phone manufacturers, content publishers,
wireless application service providers and many other key players in the mobile industry are all
working to carve out the best position in the value chain, to find the right place from where they
can best serve both their own and their customers’ needs. En route towards 3 billion phones
worldwide, a major shift would occur in consumer interest from carriage to content and from a
verbal to a growing visual world. With more mobile cameras sold in 2005 than digital cameras,
with more music/video players in mobiles than iPods, with more messaging reach than PCs,
convergence with the online world is now very much a reality. In India, the story is no different.
With over 150 million mobile subscribers expected by 2008, there exists a huge potential for all
players in the mobility space. Most of the mobile phones in India are sold through ‘mom and pop
‘stores, and there is a huge grey market that exists.
MBazaar
Pantaloon realized this largely untapped opportunity and intended to be a dominant modern retail
player in the mobile space. This is what prompted the company to set up a new
division ConvergeM in 2005-06 to identify, develop and bring to the market, mobile products
and solutions tailor-made to suit the consumers requirements at competitive prices. ConvergeM
adopts a unique approach of establishing, multi-brand, multi-category, multi-format and
comprehensive solution outlets to lead and exponentially expand the market. As in most other
formats, ConvergeM too operates in the lifestyle and value platforms. Its value
offering, MBazaar is a format that addresses the value seeker’s quest for possessing latest
technologies at lowest prices. Primarily aimed at the replacement market, a typical
MBazaar is located within most Big Bazaar stores as well as stand-alone options. This 250-500
square feet offering retails both GSM and CDMA and landline phones, while providing options
of M Pods, downloads to name a few. The mission for Converge M is to emerge as the largest
organized retailer in the mobile space, while leading innovation in mobile applications and being
the most favored destination for all communication needs.
Format-8
Restaurant, Leisure & Entertainment
Increasing urbanization and rising disposable incomes are characteristics that are common in
emerging economies like India. Estimates suggest a growth in urban consumption at potentially
20% per annum in nominal terms for at least the next 5-7 year period.
The total number of middle to high income households is projected to reach 105 million by 2010,
thereby adding a large number of people to the consuming class. These demographic numbers
represent a young nation, which has an increased propensity to spend in restaurants and other
food service sectors, fuelling growth in the Leisure, Restaurants and Entertainment industries.
The company is using the collaborative approach to strengthen its position in the leisure and
entertainment space. This has helped the company build a complete bouquet of brands that span
from food courts to fine dining. As the shift from high street to malls continues, the restaurant
business is expected to increase significantly. For Indians, shopping comes hand in hand with
eating and celebrating and these formats are being developed keeping this in mind. F123 is
designed as a entertainment zone that can be present in every mall and this business is expectedto
gain traction in the coming year.
F123, the entertainment zone offering is a leisure solution for all age groups. The focus would be
to offer a wide range of gaming options from bowling and pool, interactive video games to
bumper cars. The entire concept is built around international thinking and gaming knowledge,
with Indian pricing. For the year ending 2005-06, there were three F123’s operational, with the
first one opening in November 2005.
Format-9
Star and Sitara
1. Delivery Formats Star &Sitara
In the beauty space, the company’s offering, Star &Sitara aims at pampering the beauty
conscious consumer by offering the latest beauty products, ranging from cosmetics, skin and hair
care, aromatherapy and fragrances. Star &Sitara is set to be part of most Big Bazaar and every
Beauty and Health Mall, which the company is in the process of setting up. There were 6 Star
&Sitara operational as on June 2006.
2. Star &Sitara Beauty Salon
Star &Sitara, the beauty services offering, doubles as a unique parlor and salon for men and
women. Customers will be treated to the best quality hair and skin services at unbelievable
prices. One such store was operational as on the 30th June 2006.
3. Beauty & Health Mall
Pantaloon, will be the first retailer in India to offer health, beauty and wellness products and
services. This will be led through its Beauty & Health Mall format. Typically, of around 25,000
square feet each, these centers will include pharmacies and beauty product zones and a host of
other offerings such as health cafes, gymnasium, healthcare services, retailing fitness
equipments, yoga centers and books on health and fitness etc. The company plans to open at least
three Health & Beauty Malls during the year 2006-07 in Bangalore, Ahmadabad and Mumbai.
Format-10
E-TAILING
The emergence of a mass base of net savvy Indians is realty today. Access to Internet is no
longer limited to a small segment of young, male urban people. Cutting across age groups,
gender, geography and socio-economic backgrounds, Indians are taking to the net like fish to
water. It is estimated that there are at least 25 million Indians who access the Internet on a
regular basis. Falling prices of personal computers and laptops coupled with increasing
penetration of internet, and broadband services is driving more and more Indians to the Internet.
In fact, Indians are no longer limiting their Internet usage to email and chatting. Online shopping
has finally come of age. As the leading retailer in India, Pantaloon could ill afford to overlook
this emerging segment. There is a sufficiently large segment of online shoppers whose
consumption spends needs to be captured. It’s with this belief that the company started exploring
this area. Pantaloon perceives its online business as yet another delivery format that can
potentially reach out to 25 million customers. Future Bazaar, has modeled itself on a unique
complete retailer platform. Etailing requires extensive sourcing capabilities, warehousing
capacity, buying trends understanding & most importantly a robust & efficient logistic backend.
Future Bazaar leverages the offline brand equity and brick & mortar presence of the group via
multi channel integration to benefit on economy of scales, economy of scope in promotion
&distribution and utilizing the offline learning into online & vice-versa to grow at a faster pace.
As a new delivery format, Future Bazaar can benefit from the learning’s and expertise gathered
in existing formats as well as boost sales at these formats through the online sale of gift vouchers
Format-11
Liberty Shoes
With fashion being the focus of the company, the intent is to provide a complete wardrobe
experience to the consumer that includes not just apparel but fashion accessories also.
Accessories speak a lot about the personality of the individual and are a reflection of the attitude
of the wearer. Footwear is one such category in the fashion sphere that truly embodies the
phrase-best foot forward.
Footwear as a category has been present in most of the company’s Big Bazaar; Fashion Station,
Pantaloons and Central retail formats. During the year under review, Pantaloon explored the
opportunity to get into branded footwear, by partnering with the well-established footwear
company Liberty Shoes. The joint venture named Foot Mart Retail (India) Limited would
launch branded footwear retail chains in the country under the ‘Shoe Factory’ brand. These
stores would be located within most retail spaces that Pantaloon would be present in, and as
stand alone stores across the country. Shoe Factory stores would be a destination for men,
women and children of all ages, who can choose from a wide variety of quality footwear at
various price points, suiting their budgets. The venture launched its first store in Ahmedabad on
5th May 2006. Spread over nearly 13,000 square feet, this value format houses a wide range of
the latest and trendiest footwear and accessories for all occasions, at unbeatable prices.
Format-12
GINI&JONY
The company recognizes that the organized kids wear category has shown signs of sizeable
growth over the past couple of years. In order to expand and consolidate its presence in this
category, the company entered into a joint venture with the country’s leading kids wear retailer,
Gini&Jony Apparels Pvt. Ltd. This equal joint venture named GJ Future Fashions Limited,
apart from gaining additional visibility within all existing and upcoming Pantaloons stores and
Central malls will set up a chain of exclusive kids wear stores throughout the country, addressing
fashion needs of children in all age groups, from 5 to 15 years. This initiative witnessed the
opening of two stand-alone stores during the year 2005-06 in Indore and Ahmedabad.
Format-13
BIG BAZAAR
Issesastaauracchakahinnahi!
Big Bazaar has clearly emerged as the favorite shopping destination for millions of its
consumers, across the country, it’s success is a true testament to the emotional bonding it has
established with the Indian consumer, on account of its value offerings, aspirational appeal and
service levels.Shop till you drop! Big Bazaar has democratized shopping in India and is so much
more than a hypermarket. Here, you will find over 170,000 products under one roof that cater to
every need of a family, making Big Bazaar India’s favorite shopping destination.
At Big Bazaar, you will get the best products at the best prices from apparel to general
merchandise like plastics, home furnishings, utensils, crockery, cutlery, sports goods, car
accessories, books and music, computer accessories and many, many more. Big Bazaar is the
destination where you get products available at prices lower than the MRP, setting a new level of
standard in price, convenience and quality.
If you are a fashion conscious buyer who wants great clothes at great prices, Big Bazaar is the
place to be. Leveraging on the company’s inherent strength of fashion, Big Bazaar has created a
strong value-for-money proposition for its customers. This highlights the uniqueness of Big
Bazaar as compared to traditional hypermarkets, which principally revolve around food,
groceries and general merchandise.Boasting of an impressive array of private labels, Big Bazaar
is continually striving to provide customers with a ‘complete’ look. So be it men’s wear,
women’s wear, kids wear, sportswear or party wear, Big Bazaar fashions has it all!
Format-14
Food Bazaar
Across India, food habits vary according to community, customs and geography. Food Bazaar,
through its multiple outlets addresses this. At the same time it offers best quality products at
wholesale prices to a wide cross section of the India population. Food Bazaar effectively blends
the look, touch and feels of the Indian bazaar with the choice, convenience and hygiene that
modern retail provides. The food and grocery division of the company was launched in 2002-03
and has grown to 47 stores nationwide at the end of the current financial year. Most stores are
located within Big Bazaar, Central and Pantaloons and act as strong footfall generators. There
are separate stand-alone Food Bazaars as well. The business contributed just fewer than 50 per
cent of value retailing, and about 20 per cent to the company’s turnover during 2005-06. Food
Bazaar offers a variety of daily consumption items, which include staples, soaps and detergents,
oils, cereals and biscuits. On the product category side, the primary segregation is done on the
basis of staples, fresh produce, branded foods and home and personal care products.
COMPANY PROFILE
Future Group understands the soul of Indian consumers. As one of India’s retail pioneers with
multiple retail formats, we connect a diverse and passionate community of Indian buyers, sellers
and businesses. The collective impact on business is staggering: Around 220 million customers
walk into our stores each year and choose products and services supplied by over 30,000 small,
medium and large entrepreneurs and manufacturers from across India. And this number is set to
grow.
Future Group employs 35,000 people directly from every section of our society. We source our
supplies from enterprises across the country, creating fresh employment, impacting livelihoods,
empowering local communities and fostering mutual growth.
We believe in the ‘Indian dream’ and have aligned our business practices to our larger objective
of being a premier catalyst in India’s consumption-led growth story. Working towards this end,
we are ushering positive socio-economic changes in communities to help the Indian dream fly
high and the ‘Sone Ki Chidiya’ soar once again. This approach remains embedded in our ethos
even as we rapidly expand our footprints deeper into India.
OUR MISSION:
1. 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.
2. We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments – for classes and for masses.
3. We shall infuse Indian brands with confidence and renewed ambition.
4. We shall be efficient, cost- conscious and committed to quality in whatever we do.
5. We shall ensure that our positive attitude, sincerity, humility and united determination shall be
the driving force to make us successful.
OUR VALUE:
Indianans: Confidence in ourselves.
Leadership: To be a leader, both in thought and business.
Respect & Humility: To respect every individual and be humble in our conduct.
Introspection: Leading to purposeful thinking.
Openness: To be open and receptive to new ideas, knowledge and information.
Valuing and Nurturing Relationships: To build long term relationships.
Simplicity & Positivity: Simplicity and positivity in our thought, business and action.
Adaptability: To be flexible and adaptable, to meet challenges.
Flow: To respect and understand the universal laws of nature.
Executive Committee Board
Kishore Biyani(Founder and Group CEO, Future Group)
Considered a pioneer of modern retail in India, Kishore’s leadership has led the group’s
transformation into India’s leading player in the consumption sector. Regularly ranked among
India’s most admired CEOs, he is the author of the book ‘It Happened in India’. He has won
multiple awards from government bodies and the private sector in India and abroad and is on the
board of a number of bodies, including the National Innovation Foundation in India and New
York Fashion Board.
AnshumanSingh(Managing Director & CEO, Future Supply Chain Solutions Ltd.)
In a career spanning over 18 years, Anshuman has worked in all aspects of the value chain across
several industry segments such as Discrete Manufacturing, Durables, Textiles, Retail and Supply
Chain with companies like Grasim, H&R Johnson, Bombay Dyeing, and Welspun Retail. He is
responsible for starting the first Home Furnishings Speciality Retail Chain in the country in his
last assignment as the Director and CEO of Welspun Retail Ltd. before rejoining Future Group
where he created Future Supply Chains Ltd. Anshuman is a Mechanical Engineer and an MBA.
B. Anand( Director Finance, Future Group)
A Chartered Accountant by training, Anand has nearly 20 years of experience in corporate
finance and banking across diversified business groups. Before joining Future Group, he was
President-Corporate Finance, Vedanta Resources Group. He has been associated with Motorola
India, Credit Lyonnais, HSBC, IL & FS and Citibank.
Damodar Mall (Director, Integrated Food Strategy, Future Group)
An alumnus of IIT Mumbai and IIM Bangalore, Damodar has over two decades of experience in
the FMCG and food industry. He was a co-founder of D’Mart, a supermarket chain in Western
India, and was associated with Uniliver in India.
Kailash Bhatia (Director & CEO, Pantaloon Retail)
Co-founder of the ColorPlus brand, Kailash has over three decades of valuable experience in the
fashion business and is considered to be a stalwart in the Indian fashion industry. Before joining
Pantaloon Retail, he was associated with Weekender, Arvind Mills and Mafatlal Industries,
among other companies.
K. K. Rathi (CEO, Future Ventures India Ltd.)
A qualified Chartered Accountant and Company Secretary with approximately 24 years of
professional experience in corporate finance, strategic business planning and investment
advisory, Mr. Rathi has worked in organizations such as KEC International, H&R Johnson and
MotilalOswal Private Equity Advisors. He has previously worked as Group CFO with Pantaloon
Retail.
Sanjay Jog (Chief People Officer, Future Group)
Sanjay has over two decade of experience in working with a wide range of companies in the
services sector in India and abroad. A post-graduate from Pune University, he joined Future
Group in July 2005. Before this he worked with companies like DHL Limited, Indian Hotels
Group, Bharti Enterprises and RPG Enterprises.
Santosh Desai (Managing Director & CEO, Future Brands India Ltd.)
An alumnus of IIM Ahmedabad, Santosh has over two decades of experience in advertising. He
was President of McCann-Erickson, India prior to his association with Future Group. A highly
respected figure in the advertising and marketing community in India, Santosh is a columnist
with the Times of India and several other publications and has addressed the global management
boards of several multinationals, including Hershey’s, Microsoft, Philips, Unilever, Coke etc. He
is also the author of the book ‘Mother Pious Lady – Making Sense of Everyday India’.
SumitDabriwala (Managing Director, Agre Developers Ltd.)
An entrepreneur in his own right and an urban developer, Sumit has 21 years of corporate
experience with significant exposure to the real estate sector. Before joining Future Group, he
was on the Board of Directors of Calcutta Metropolitan Group and Riverbank Holdings.He has
served as a Member of Infrastructure Council in CII, Infrastructure Sub-Committee Chairman,
Regional Council Member and Core Group Retail Chairman in CII (Eastern Region), and as an
Infrastructure Committee Member, Executive Committee Member, and Chairman of Young
Leaders Forum in the Indian Chamber of Commerce.
Ushir Bhatt (Group CIO, CEO, Future Knowledge Services)
Ushir has over 25 years experience in Information Technology across Europe and India in
multiple industries, including construction (Taylor Woodrow), wines and spirits (Allied Domeq),
telecommunications (British Telecom), Retail (Tesco, Kingfisher) and various Internet B2B
companies.
Vibha Rishi (Group Strategy and Consumer Director, Future Group)
Vibha started her career with Tata Administrative Services and later joined the start-up team of
PepsiCo when the company set up shop in India. After having led several advertising campaigns
for the PepsiCo in India, she moved to the global headquarters as marketing leader for all non-
cola brands. She joined Future Group in March 2010 and leads the marketing, communications
and customer strategy across group companies.
V. Vaidyanathan (Vice Chairman and MD of Future Capital Holdings Ltd.)
An alumnus of Birla Institute of Tec
Founders' Board:
Anil Biyani (Director, Future Group )
RakeshBiyani (Director, Future Group)
Sunil Biyani (Director, Future Group)
Vijay Biyani (Director, Future Group)
STRATEGY OF COMPANY:
Our multi-format retail strategy captures almost the entire consumption basket of Indian
customers. As modern retail drives new demand, efficiency and consumption in new categories,
our strategy is based on our deep understanding of Indian consumers. We understand the varied
buying behaviour of the Indian consumer across regional ethnicities and are constantly
innovating to craft strategies that address the subtle differences.
We believe that modern Indian retail rests on the strength of two pillars – scale and efficiencies.
As front-runners in both areas, we firmly believe our core responsibility lies in providing
protection to customers from the overall rate of inflation. While the scale and size of our
operations helps us improve efficiencies, it also ensures we deliver greater value to our
customers.
Our retail thrust is focussed on four principal verticals of Food, Fashion, General Merchandise
and Home. These four categories together account for nearly 65% of the consumption in the
country and represent mass consumer aspirations. Acknowledging this, we are creating retail
pure play through divestment and demerger of non-retail businesses to concentrate our efforts on
these verticals.
India’s retail boom is being driven by resurgence in the economy. Modern retail still has around
6% share of the total retail spend in the country, that is estimated at around US $ 400 billion.
Thus, the potential for modern retail growth in India is huge. Currently, leading retailers in
mature markets occupy the top three slots by turnover, employment and value creation. As the
Indian economy matures, it is upon us to make the same happen in our country.
ORGANIZATION CHART:
STORE MANAGER
SWOT Analysis
Strength:
Better understanding of customer helping the company to save them better.
Vast range of product under one roof helping in attracting customer and their family to
shop together and enjoy the experience.
Benefit of early entry into the retail industry.
Diversified business operating all over India in various retail formats.
Ability to get product from customer at discounted price due to the scale of business.
Weaknesses
High cost of operation due to large cost.
Very thin margin.
Opportunity
Lot of potential in the rural Market.
Can enter into production of various product due to its in depth understanding of
customer test and preferences.
Can expend the business in smaller city as there is the lot of opportunity.
Threat
High business risk involved.
Lot of competitor coming up to tap the market potential.
Margin of business reduce all time.
AWARD:
Indian Retail Forum Awards 2008
Most Admired Retail Group of the year – Future Group
Most Admired Retail Face of the Year - Kishore Biyani
Most Admired Retailer (Hypermarket) – Big Bazaar
The INDIASTAR Award 2008
Food Bazaar: Best Packaging InnovationWith this award, Pantaloon Retail (India)
Limited becomes the first Indian Retailer to win the prestigious INDIASTAR Award.
Retail Asia Pacific 500 Top Awards 2008
Gold Winner - Top Retailer 2008 Asia Pacific
Coca-Cola Golden Spoon Awards 2008
Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani.
Most Admired Food & Grocery Retailer of the Year – Supermarkets: Food Bazaar.
Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big Bazaar.
Most Admired Retailer of the Year - Dynamic Growth in Network Expansion across
Food, Beverages & Grocery: Future Group.
Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big Bazaar.
The Reid & Taylor Awards for Retail Excellence 2008
Retail Leadership Award: Kishore Biyani
Retail Best Employer of the Year: Future Group
Retailer of The Year: Home Products and Office Improvements: HomeTown
CNBC Awaaz Consumer Awards 2009
Most Preferred Multi Product Chain - Big Bazaar
Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar
Images Fashion Forum 2009
Most Admired Fashion Group Of The Year - Future Group
Most Admired Private Label - Pantaloons, lifestyle format
Critics’ Choice for Pioneering effort in Retail Concept Creation - Central
Images Fashion Awards 2010
Most Admired Large Format National Fashion Retailer of the Year - Central
Titan IFA Most Admired Large Format Retailer of the Year - Central
Coca-Cola Golden Spoon Awards 2010
Most Admired Food & Grocery Retailer of the Year : Large Formats – Big Bazaar
Most Admired Food & Grocery Retailer of the Year : Private Label – Pantaloon Retail
Golden Spoon Awards 2011
- Most Admired Food & Grocery Retailer of the Year : Private Labels – Food Bazaar
MILESTONE:
2006
Future Capital Holdings, the group’s financial arm, is formed to manage over $1.5 billion
in real estate, private equity and retail infrastructure funds.
Home Town, the home building and improvement products retail chain, is launched along
with consumer durables format Ezone and furniture chain Furniture Bazaar.
Future Group enters into joint venture agreements to launch insurance products with
Italian insurance major Generali.
Future Group forms joint ventures with US office stationery retailer Staples.
2007
Future Group crosses the $1 billion turnover mark.
Specialized companies in retail media, logistics, IPR and brand development and retail-
led technology services become operational.
Pantaloon Retail wins the International Retailer of the Year award at US-based National
Retail Federation convention in New York, and Emerging Retailer of the Year award at
the World Retail Congress held in Barcelona.
Online portal Futurebazaar.com becomes India’s most popular shopping portal.
2008
Future Capital Holdings becomes the second group company to make a successful Initial
Public Offering (IPO) in the Indian capital market.
Big Bazaar crosses the 100-store mark, marking one of the fastest expansions of the
hypermarket format anywhere in the world.
Total operational retail space crosses the 10 million square feet mark.
Future Group acquires rural retail chain Aadhar from the Godrej Group, which has a
presence in 65 rural locations.
2009
Future Group celebrates its first Shopping Festival across all retail formats in key Indian
cities.
Future Innoversity starts its campuses in Ahmedabad, Bangalore and Kolkata to offer
degree programs through a tie-up with IGNOU.
Future Group partners with Hong Kong-based Li & Fung Group to strengthen its supply
chain and logistics network across the country.
2010
Future Group launches its telecom brand T24 in partnership with Tata Teleservices to
provide additional loyalty benefits to its customers.
Future Group launches products in key FMCG categories through Sach, a brand co-
created with Sachin Tendulkar.
Future Group connects over 4000 small and medium Indian manufacturers and
entrepreneurs with consumers.
2011
April 2011 – KB’s Fairprice celebrates opening its 200 stores in India
May 2011 – Future Supply Chains becomes ISO certified
2012
DEPARTMENT
1. RETAIL
Future Group makes every effort to delight its customers, tailoring store formats to changing
Indian lifestyles and adapting products and services to their desires.We operate some of India’s
most popular retail formats. Across value and lifestyle segments, our multi-format retail strategy
caters to the complete consumption needs of a wide cross-section of Indian consumers.As
modern retail drives fresh demand and consumption in new categories, our strategy is based on a
deep understanding of Indian consumers, the products they want, and making these products
available in every city, in every store format. Future Group offers innovative offerings at
affordable prices tailored to the needs of every Indian household.
Pioneers in the India’s retail space, our formats are household names in more than 85
cities and 60 rural locations across the country
Our stores cover around 15 million square feet of retail space and attract around 220
million customers each year
Pantaloon Retail (India) Limited focuses on the lifestyle retail segment led by
the Pantaloons and Central formats
Future Value Retail focuses on the value retail segment through the Big Bazaar, Food
Bazaarand KB’s Fairprice formats
LIFE STYLE
In the lifestyle segment, Future group operates Pantaloons, a fashion retail chain and Central, a
chain of seamless destination malls among others.
VALUES
In the value segment, Future Group’s popular brand Big Bazaar is a hypermarket chain that
combines the look, touch and feel of Indian bazaars with the choice and convenience of modern
retail.
HOME
Launched in 2006, Future Group’s home retail business is among the fastest growing retail
formats.Future Group provides products and services related to home building and home
improvement through Home Town, a large-format home solutions store, along with specialized
formats for home furniture and furnishing through Collection i and Furniture Bazaar
DIGITAL
FutureBazaar.com has seized the e-commerce opportunity as well as other technology-based and
digital means of consumption. An integrated shopping portal, it has enabled consumers to shop
online for home delivery of products from our flagship stores eZone, Pantaloons and Big Bazaar.
Operating in the space of Digital commerce spanning the Internet, phone, store kiosks and other
sales channels, FutureBazaar.com offers a large variety of categories and home delivers products
to more than 16,000 Pin Code addresses in 1,500 cities and towns across India.
FINANCE
Future Group has broadened its finance services portfolio to strengthen its position in the highly
competitive consumer market through user-friendly and dynamic services based on Indian
consumer needs. Our group companies provide consumer finance and insurance to customers
besides offering corporate loans and equity investments to companies engaged in consumer
businesses.
The key aspect of our business model is to provide a unique personalized customer experience to
expand and capture a greater share in the highly competitive finance market and help people
realize the Indian dream.
Financing Dreams:
Future Group’s financial arm - Future Capital Holdings Limited (FCH) is a provider of financial
services across consumer and wholesale businesses, with aspirations to grow into a significant
financial conglomerate.
Conceptualized around a unique positioning of a financial services business, integrated with a
retail chain, Future Capital is establishing financial superstores within the Retail stores of Future
Group such as Big Bazaar, E-zone and Home Town to create India’s first ‘consumer-
centric’ retailer of financial products and services.
Securing Lives:
Future Group’s foray into life and non-life insurance services and products is led through Future
Generali India Life Insurance Company and Future Generali India Insurance Company,
respectively.
These ventures are in partnership with Italy’s Generali Group that is amongst the three largest
insurance companies in Europe and is ranked amongst the Top 50 on the Fortune 500 list.
Enabling Entrepreneurship
Future Ventures promotes and participates in innovative and emerging business ventures in
India. We aim to empower entrepreneurship by focusing on consumption-led sectors in the
country such as Fashion, FMCG, Food Processing, Home Products, Rural Distribution and
Vocational Education.
We also participate in businesses where we can exercise control and add value as an active
shareholder by utilizing the experience and knowledge of Future Group.
SERVICES
1. Logistics and Supply Chain
At Future Group we believe the viability of a retail operation hinges as much on achieving
efficient logistics and supply chain as it does on attaining success at the front end.
A seamless logistics function to move our products from the manufacturer to our store shelves is
at the heart of our retail operations. Our robust presence in logistics and supply chain helps us
move millions of products to customers each day of the year across India in the most efficient
and cost-effective manner
2. FUTURE SUPLY CHAIN
Future Supply Chains, a specialized subsidiary, offers a strategic, focused and consolidated
approach to meet the group’s large supply chain requirements as well as those of select suppliers
and business partners.
Future Supply Chains provides integrated end-to-end supply chain management, warehousing
and distribution, multi-modal transportation and container freight stations.
Operates 5 major verticals: Warehousing, Transportation, International Logistics, Brand
Distribution and Reverse Logistics
Current warehouse footprint of over 3.5 million square feet with 67 warehouses across 32
locations.
Dedicated fleet of over 400 vehicles and an outsourced fleet of 400 trucks that move
goods across India in the most efficient and cost-effective manner
Li & Fung, the Hong Kong-based largest retail supply chain company, is an investor and
partner of Future Supply Chains.
Learning and Development
Future Group addresses opportunities in the education, learning and skill development space
through Future Learning’s three unique lines of business which leverage the group’s
understanding of the consumer-centric business.
1. FUTURE LEARNING
In 2008, Future Group established Future Learning whose unique strength lies in its rich
experience in the learning and development domain, especially across the retail industry. Future
Learning’s three focused lines of business are Future Lead, Future Innoversity and Future Sharp.
Media
Future Group’s media venture is aimed at the creation of media properties in the ambience of
consumption and offers active engagement to brands and consumers.
FUTURE MIDIA
Future Media (India) Limited (FMIL) offers relevant engagement through its media properties
within Future Group retail spaces.
Visual spaces in the shopping environment include shopping trolleys, carry-bags, elevator doors,
standees, danglers, trial rooms, counters, in-store signage, product displays and facades.
Amongst print properties, Future Media offers My World, a monthly magazine for Future Group
customers. Future Media has also launched Future TV, the first retailer-owned channel in India
that aims to provide a unique audio-visual experience within an in-store environment.
Brands
Future Group has built an attractive portfolio of some of the fastest growing consumer brands in
India. This activity is led through Future Brands India Limited, a specialized subsidiary company
set up to create and build powerful brands that address the aspirations of the new Indian
consumer.
FUTURE BRAND
Future Brands Limited (FBL) is involved in the business of creating, developing, managing,
acquiring and dealing in consumer-related brands and IPRs (Intellectual Property Rights).
We retail a wide range of products and brands, some of which have been grown and nurtured by
our group companies.
PARTNERSHIP
Valuing and Nurturing Relationships
At Future Group we strongly believe that our vision of serving every Indian consumer is possible
only if we live our value of “Valuing and Nurturing Relationships” with our partners, vendors
and suppliers. Our partnership program aims to create an environment combining our strengths
with our partners to create immense value for customers and, in turn, foster mutual growth.
Future Group is focussed on building partnerships with the three pillars of Collaboration,
Assistance and Synergy.
We combine our strengths to create a unique value proposition by sharing consumer insights and
product knowledge, joint brand building, value engineering and developing new products. With a
proven track record of developing long-term partnership models on a win-win basis, Future
Group is a partner to some of the most reputed speciality retailers from around the world.
Generally Group: Generally, (founded 1831) the third largest insurance company in Italy with
a dominant presence in Europe, South-east Asia and China is our partner in the life-insurance
and general insurance space in India.
Staples Inc: US-based $20bn Staples Inc. is our partner for office stationery retailing. Launched
in Bangalore in 2007 as India’s first office stationery chain, it is now a 24-store network.
TRADE PROFILE
Retailing – is the most active and attractive sector selling goods or services directly to final of
the last decade. While the retailing industry consumers for personal, non business use itself has
been present through history in our country, it is in the recent past it has witnessed so mush
dynamism. Retailing one of the largest sectors in the global economy is going through a
transition phase not only in India but the world over.
The study of any subject is made easier by examining it in an organized fashion. There are three
classes of variables involved in understanding consumer behavior, stimulus, response and
intervening variables. Stimulus variables, such as advertisement, products and hunger pangs exist
in both the individuals’ external and internal environment. These generate sensory inputs to
consumers. Responses variables are the resulting mental and/or physical reactions of individual
who are influenced by stimulus variables. For ex: - purchasing a product or forming attitudes
about it could be viewed as responses variables.
Many of the variables affecting consumer (such as personality, learning, and perceptions of
external situations, motives, and so forth) cannot be directly observed therefore, those who want
to learn about the variables affecting consumer must often make inference to determine the
extent to which a given variable is having an influnce
The study of consumer behavior can also be quite complex, because of the many variables
involved and their throw the variables, tendency to interact with and influence each other.
Models of consumer behavior have been developed as a means of dealing. With this
complexity.Models can help organize out thinking about consumers into a coherent into a
coherent whole by identifying relevant variables, describing their basic characteristics, and
specifying how the variables relate to each other.
Consumer decisions Process:
This process consists of the decision process regarding products and services. The major steps in
this process are shown as problem recognition, information search and evaluation, purchasing
processes, and post purchase behavior. Problem recognition occurs when the consumer is
activated by awareness of sufficient difference her actual affairs and her concept of the ideal
situation. This can occurs through activation of a motive such as hunger, by confronting some
external stimulus such as an advertisement, or by being effected by additional variables such as
social or situational influences.
Internal search – a quick and largely unconscious review of memory for stored information and
experiences regarding the problem. The information is in the form of belief and attitudes that
have influenced the consumer’s preference towards bands. Often such a review results in
recognizing a strong brand preference, and a routine purchase occurs. However if an internal
search does not provide sufficient information about products, or how to evaluate them, the
consumer continues with a more involved external search for information. This result exposure
to numerous informational inputs called stimuli, which can arise from a variety of sources,
including advertisement, printed products reviews, and comments from friends.
Any informational stimuli are subjected to information-processing activities, which the consumer
uses to derive meaning from stimuli. The process Involves allocating attention to available
stimuli deriving meaning form these stimuli and holding this meaning in what is termed in what
is termed short term memory where it can be retained briefly to allow further processing.
Indian retail market scenario
The financial year 2005-06 saw India ride high on the waves of a booming economy. The BSE
sensex scaled new heights by crossing the 1200 points mark early that year. The GDP growth for
2005-06 was about 8.4 % while foreign reserves had crossed the US$ 165 billion mark. India had
shed its tag of a third world country and is being hailed as one of the most rapidly emerging
markets and a popular investment destination.
Between the affluent and the middle class has reduced dramatically. The Indian middle class is
expected to grow from its current share of 22 % to 32 % of the total population by 2010 over the
last few years retail has become one of the fastest growing sector in the Indian economy. Retail
in India is currently estimated to be a $230 billion industry of which organized retail 3 % or
roughly $ 7 billion. At keamey has identified India as the leading retail destination in their
annual list of most attractive countries for international retail expansion (Global retail
development index 2006). Organized retail is expected to grow at the rate of 25-30% per annum
and is projected to attain a size of $23 billion by 2010.
The booming services sector in India has fueled the growth of a new class of consumer the single
urban youth whose expenses are typically independent of family compulsion. As observed
globally the steady climb in lifestyle and leisure goods is essentially due to disposable income of
this class of consumers. Over the last one year salaries have increased by approximately 15-20%.
The divide
The government has allowed foreign direct investment in real estate since early 2005. This has
led to increased foreign interest and has encouraged joint ventures between Indian and foreign
developer. Considering the vast potential in the retail business 51% FDI in single brand retailing
has also been allowed recently. This move is anticipated to attract foreign investment technology
global best practices and cater to the demand for high quality branded goods in India.Corollary to
the real estate growth retail boom too has percolated to the tier-2 and tier-3 cities of India of the
total 361 mail projects currently underway in India 227 are in the top 7 cities while the rest 134
are distributed over various tier-2 tier3 cities. These statistics reveal the far reaching effect of
positive macro trends
In changing the consumer preferences and shifting mindsets towards organized retail experience
besides new malls close to 35 hypermarket 325 large department stores and over 10000 new
outlets are also under development. Growth in rural population and increase in agricultural
incomes also offers considerable scope for innovative retail formats.
India’s vast middle class and its virtually untapped retail industry are key attraction for global
retail giants wanting to enter new markets. As India continues to get strongly integrated with
global policies the retail sector is bound to grow manifold in the years to come. The depth of the
Indian market and the variations of the consumer profile portend a bright future for the sustained
growth of the Indian retail sector.
Current scenario
Pune has been experiencing a retail boom since the last 2-3 years in 2005 approximately 1.25
mm. sq. ft of new retail space was added to Pune real estate market. This led the current retail
stock of the city to grow to 3.5 mm.sqft growth in commercial activities and the migrant
population of young white collar workers has been the key driver of real estate boom in the city.
With 23 mall projects in the pipeline the city was expected to have a cumulative retail slot of
approximately 4.5 mn.sqft by end 2006 and infusion of new retail space over the next two years
the total retail stock in Pune by end 2008 is estimated to be about 8.7 mnsq ft.
The city has been witnessing an interesting trend of movie screens being located in large format
mall developments. Another noticeable trend in the retail format is the advent of specialty mall
or niche malls.
Centre locations
The locations where retail developers have flourished traditionally are the high streets of M .G
Road F C road and J. M. road in the central part of the city these markets have a unique mix of
local brands along with national and international retailers both are known to generate substantial
revenues along with heavy footfalls.
However the development of malls in the neighboring locations is anticipated to affect the
footfalls of these traditional high streets. A case in point is the presence of magnum mall
(175000 sq. ft.)
In the camp area which has created a pull effect on the consumer stronghold of M. G.
road.nucleus mall (200000 sqft ) in camp which became operational in 2005 had shoppers stop
take up space for its second outlet in the city. Another large scale project Pune central a mall by
pantaloon retail on bund garden road has food bazaar as its anchor tenant and caters to the
domestic needs of the bulk of the resident population of central Pune.
These retail market in the central location of the city currently house approximately 1.78 mn.sq.ft
of retail stock a new mall fun n travel (100000 sqft) has been planned in the bund garden region
while two malls ascent (93654 sqft) And one centre port (1240000 sqft) are coming up on the
university road. These developments are slated to enter the market sometime in 2007.
Suburban and peripheral location
While the retail markets in camp an bund garden road continue to mature retail sector activity is
increasingly shifting to suburban and peripheral locations of Aundh, Hadpsarkarve road
kondhwa and yerwadanote worthy mall development sudev axis (350000) will also be
operational in 2007 this micro market is expected to witness a number of large scale mall
developments amounting to approximately 2.3 mnsqft of new retail space by 2008.
RESEARCH METHODOLOGY
Big Bazaar basically means business and in business collection of raw data allows the managers
to see the real scenario and then take a decision as per the data obtained. There are several
implications in this statement:
They can examine the available information in the form of data to make a decision
They can even get a clear picture of the scenario or potential of Big Bazaar as compared
to other retail stores in the city.
The information can only be gathered by data collection and then analyzing the available
data.
Therefore, it can be said that the data collection is an important part of the project.
The projected objectives were considered and as per the requirement a market survey was done.
Procedure:
The procedure that followed can be enlisted as below:
Reading about the product
Deciding on the objective to proceed.
Developing Survey instruments
Conducting personal interviews of different age-groups, sex, monthly income and
occupation through a Questionnaire.
Process adopted :
1. Gaining knowledge about the product at Big Bazaar:
Reading about the products was the first step undertaken. This gave not only in depth knowledge about what is been offered by other players but also proved useful while developing the questionnaire.
2. Steps in the Development of the Survey Instruments
The main instruments required for survey was a well-developed questionnaire. The questionnaire development took place in a series of steps as described below:
3. Customer Survey:
The people play an important part as a clear perception of people about the product can be estimated and known. Studying the need levels of the people regarding the products can be observed. It was very useful in knowing about the requirements of the people.
Research Design:
A two stage Research was conducted:
2. Primary Research:
A Primary Research was conducted:
The questionnaire was prepared for the companies and following areas covered:
competing retail stores
Features offered by different stores
Consumer profile
Satisfaction level
Reasons for their purchase.
Desirable features of the product and service.
Sampling PlanElements:
The target population of the study included the general population of every age who enters to the
Big Bazaar
Sample size:
100 people. (100 people are the respondent people)
SYSTEM OF RESEARCH METHODOLOGY
Instrument Used Questionnaire
Technique of Survey Personal Interview
Sampling Unit Customer and public
Sampling Extent Allahabad, Region
Sampling Random
Method Used For ResearchSurvey Method
Data Collection
The final draft of the questionnaire (see Appendix) was prepared on the basis of the observations
from the pilot study. These were then finally filled by 100 customer, for the conclusive study.
Types of Primary Data collected:
Socioeconomic Characteristics:Socioeconomic characteristics are sometimes called “states of
being” in that they represent the type of people. The factors on which we are working are
occupation. Monthly transaction is also an important parameter but it is difficult to verify.
Although the amount of money that business unit earns in a month is an absolute, not a relative
quantity but it is a sensitive topic in our society and it is difficult to determine.
Attitudes/Opinions:Through the questionnaire we have tried to get hold of customers
preference, inclination and requirement. Attitude is an important notion in the marketing
literature, since it is generally thought that the attitudes are related to the behavior of customer.
Motivation:Through the questionnaire we have tried to find the hidden need or want of
customer and have tried to find if these people can be tapped as the potential customer for Big
Bazaar.
Behavior:Behavior concerns what subjects have done or are doing. Through the questionnaire
we have tried to find out the behavior of the individuals regarding the product and their
responses. If the responses are favorable then the person can be said to be our potential customer.
The primary data serves as an important tool to measure the behavioral trend of the customer. It
helps in answering some of the vital Questions.
Obtaining the Primary Data: The data collection was primarily done through communication.
Communication involves questioning respondents to secure the desired information, using a data
collection instrument called questionnaire. The questions were in writing and so were the
responses.
Versatility: It is the ability of a technique to collect the information on the many types of
primary data of interest to marketers. It has also been found that some of the people do not
answer truthfully to all the questions especially in the case of the personal details
Data Analysis
The tools and methods of data collection identified earlier were employed to gather data on the
consumer perception on Big Bazaar. The data accrued, especially from the interviews and
questionnaires circulated, are tabulated and depicted on graphs in the following pages. The data
thus gathered and tabulated is analyzed. The data is then scrutinized and relevant interpretations
are drawn.
The major objectives of analysis of data are:
1. To evaluate and enhance data quality
2. Examine effects of other relevant factors
3. Customer satisfaction ratio,
4. Level of satisfaction,
5. Causes of dis-satisfaction,
6. Customer responses regarding services.
The data collection plan, including procedures, instruments, and forms, was designed and pre-
tested to maximize accuracy. All data collection activities were monitored to ensure adherence to
the data collection protocol and to prompt actions to minimizeand resolve missing and
questionable data. Monitoring procedures were instituted at the outset and maintained throughout
the study, since the faster irregularities can bedetected; the greater the likelihood that they can be
resolved in a satisfactory manner and the sooner preventive measures can be instituted.
Q. 1) Age of the respondents.
Age Total
Below 18 30
18-40 45
40-60 15
60 above 10
Total 100
Data:
The first criteria respondents were asked to indicate was the age
group they belonged to. Respondents were asked to choose
among four age group categories, viz., below 18, 18-40, 40-60, 60 above years. The age groups
were identified as key factors impacting shopping and purchase decisions of consumers.
Analysis
From the table, and pie chart depicted above, the distribution of the population under study is
evident. Of the 100 respondents who answered the questionnaire, 45% indicated that their ages
fell in the category 18-40 years 30% indicated below 18, 15% indicated 40-60 year and 10%
indicated 60 above.
Interpretation:
By analyzing the responses to this question, I, as a researcher, as well as
companies, can identify the demographics of the population that visit retail outlets. The highest
number of respondents falls in the age group 18-40. It can be deduced that most of the consumers
who visit retail outlets regularly are the youth. They make up almost more than half of the
population who shop at retail stores.
Q. 2) Gender of the respondents:
Gender Total
Male 65
Female 35
Total 100
Data:
Consumers were asked to indicate their gender. The object of this question is to understand the
demographics of the population under study.
Analysis:
From the table, and chart depicted above, the distribution of the consumers is evident. Of the 100
respondents who answered the questionnaire, 65 were female and 35 were male. It is evident
from the responses and the subsequent tabulation that the number of female respondents was
higher than that of the male respondents in the population under study. Female are the major
buyers at the Big Bazaar.
Interpretation:
By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify
the distribution in the number of men and women whovisit the retail outlets and appropriate
decisions can be made keeping these numbers in mind.
The highest number of respondents were female, as is depicted by the graph and chart presented
above. The number of male respondents was less compared to the female respondents.
Two decisions can be made from the above data collected:
one, more women visit retail outlets than men.
Two, more women are willing to fill out questionnaires and take a survey than
men.
Since more women can be inferred to visit retail stores than men, companies can target their offerings and marketing strategies in two areas. Retail outlets can
appeal to the women customers by offering more products geared especially towards women.
They can provide a shopping experience that women are particularly attracted to.
Another way that retail chains can use the above data is to think new techniques so that they can
appeal to the men rather than the women. Since, fewer men visit
retail stores as against women, the companies have a large base of potential customers. By
providing products that are geared towards men and by providing a shopping experience that
attract men’s they can increase their loyal customers.
Q.3) How you came to know about Big Bazaar.
Source Total
Electronic media 30
Word of mouth 40
Print media 20
Hoarding 10
Total 100
Data:
Consumers were asked to indicate the source from where they got information about Big Bazaar.
The object of this question is to understand the source of information of the population under
study.
Analysis:
From the table, and chart depicted above, the distribution of the consumers is evident. Of the 100
respondents who answered the questionnaire, 40% people got information about Big Bazaar
from word of mouth 30% from electronic media ,20% from print media ,10% from Hoardings.
Interpretation:
By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify
the source of the information for the customers from where they got the information about Big
Bazaar.
Appropriate decisions can be made keeping these numbers in mind.
We should increase the quality of service and which we are providing to customers, so
that we can increase loyal customers so that they can influence more people and our
customer base can be increased.
Secondly we can increase our advertisement on electronic media as now days customers
are also influenced by adds on TV, and other electronic media.
Q. 4) How often do you shop?
Frequency Total
Once a week 45
Fortnightly 30
Once a month 25
Total 100
Data:
Consumers approached were asked about their frequency in visits to shops. The frequency points
furnished were: Once a week, Fortnightly, and Once a month. These frequency points were
identified by observation and interview as the average times that consumers shop.
Analysis
From the table, and chart depicted above, the frequency of shopping of the respondents is
evident. Of the 100 respondents who answered the questionnaire, 45 indicated that they shopped
once a week, 30 indicated that they shopped Fortnightly 25 who visit shops, malls or retail stores
once a month.
Interpretation
This question is aimed at understanding how frequently consumers visit shops and buy their
products or avail of their services. The frequency points laid before the respondent have been the
result of observation and interview. By analysing the responses to this question, I the researchers,
as well as companies, can identify the number of times a customer is likely to shop in a month’s
time.
The highest responses have been attributed to once a week shopping. It can be deduced that
consumers who shop only once a week, pose very different challenges to retail stores. Such
customers can be presumed to have a high disposable income and may buy more lifestyle or
fashion products. Since they shop so frequently, they must continually be entertained and
attracted to make repeat purchases at stores. When targeting this segment, companies must be
able to get new stock every week, and update their marketing strategies continuously.
As monthly customers can buy the products in bulk so they can shop during (M.B.B) and other
offer seasons but we can give every week big discounts to customers so its more difficult to
increase the customer base of weekly customers. It can be increased if employee handle the
customer well, display of the product, and ambience of the retail outlet is good .
Q.5) Why do you shop at Big Bazaar?
Factors Total
Offer 17
Price 23
Easy Availability of Product 35
Quality 25
Data:
Consumers approached were asked about their factors effecting their purchasing decision. The
factor points furnished were: Quality, Price, Offer, Availability of product
Analysis
From the table, and chart depicted above, the factors effecting purchasing decision of consumers
is evident. Of the 100 respondents who answered the questionnaire, 35 answered availability of
product 25 answered quality, 23 answered price 17 answered offers as their main factors
influencing their buying decision.
Interpretation
This question is aimed at understanding what elements attract the consumer the most. The
preference points laid before the respondent have been the result of observation and interview.
By analysing the responses to this question, I the researchers, as well as companies, can identify
the biggest factors that influence the consumers in favouring one store over others.
The highest responses and the highest factor have been attributed to availability of products on
sale, when choosing to shop at a particular store.
Although it is said that the most important things in retail are “Location, location, and location”,
from the consumers’ point of view, proximity is of little concern. The quality, price and variety
of goods play big roles in the decision making process.
Q.6) During which offer you shop most?
Factors No.
Wednesday Bazaar 30
Monthly Bachat Bazaar 50
Weekend offers 20
Total 100
Data:
Consumers were asked to answered that during which offer they shop most at Big Bazaar. The
object of this question is to understand the type of offers which effect the sales of Big Bazaar.
Analysis:
From the table, and chart depicted above, the distribution of the consumers is evident. Of the
100 respondents who answered the questionnaire, 50% customers purchase decision are
effected by M.B.B(Monthly Bacaht Bazaar ) 30% are influenced by Wednesday Bazaar and
only 20% got influenced by weekend offers.
Interpretation:
By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify
the offers which influence the customers most while purchasing at Big Bazaar.
Appropriate decisions can be made keeping these numbers in mind.
We should increase the no. of offers days as we can give fortnightly offers, and other
additional discounts which are not available outside of Big Bazaar, so that we can
increase loyal customers so that they can influence more people and our customer base
can be increased.
Secondly we can increase our advertisement on electronic media as now days customers
are also influenced by adds on TV, and other electronic media, about different offers as
many customers are not aware of different offers going on at Big Bazaar.
Q.7) what do you mostly shop at the Big Bazaar stores?
Detail No.
Accessories 25
Groceries 32
Others (specify) 13
Clothing 30
Total 100
Data
Consumers approached were asked to indicate the types of products they mostly shopped at Big
Bazaar. The types of products presented were Clothing, Accessories, Groceries and others. These
products were identified by observation and interview as the most popular products that
consumers shop for frequently.
Analysis
From the table, and pie chart depicted above, the products frequently shopped for by consumers
is evident. Of the 100 respondents who answered the questionnaire, 32% indicated that they
essentially shopped for Groceries, 30% Clothing, 15% others (Luggage, Footwear etc), and 25%
Accessories. It is evident from the responses and the subsequent tabulation that consumers, on an
average, frequently shop for products in the following descending order: Clothing, Accessories,
Others and Groceries.
Interpretation
Of the consumers approached, 100 people agreed to fill in the questionnaire and this specific
question. This question is aimed at identifying the products consumers shop for frequently at
retail outlets. The product categories laid before the respondent are the result of observation and
interview. By analysing the responses to this question, I the researchers, as well as companies,
can identify the main attractions of products and services offered.
The high number of responses indicate that a large number of consumers visit retail outlets for
groceries. Approx One-third of the respondents indicated that they visit retail outlets to purchase
Clothes.
To the retail stores, the above tabulated responses lead to a very important result. Groceries is the
fastest moving consumer good. Retail outlets that provide groceries and apparels can see a higher
rate of turnover and sales volume.
Q.8) Are you aware with Big Bazaar own brands?
Items No.
Food Bazaar 40
Tasty Treat 25
Dj& C 35
Total 100
Data Collected
Consumers approached were asked if they were aware about the Big Bazaar own brands as Food
Bazaar, Tasty treat, Dj&C etc.
Analysis
From the table, and chart depicted above, the awareness about big bazaar own brands in the
consumers is evident. Of the 100 respondents who answered the questionnaire, 40 replied that
they were aware about Food Bazaar 25 were aware about Tasty treat and 35 were aware about
Dj& C brand.
Interpretation
This question is aimed at the awareness in customers about the Big Bazaar own brands. The
object is also to analyze how to increase awareness about the Big Bazaar own Brands among
consumers. By analysing the responses to this question, I the researchers, as well as companies,
can identify the awareness about the big bazaar own brands among consumers.
This indicates that although most consumers are aware about the big bazaar brands Food Bazaar
brands are more popular then other brands.
Q.9) Are you satisfied with Big Bazaar own brands (e.g Tasty Treat)?
Details No.
Yes 65
No 35
Total 100
Data Collected
Consumers approached were asked about their satisfaction level with the Big Bazaar own
Brands. This question was answered by 100 consumers.
Analysis
From the table, and pie chart depicted above, the satisfaction level among the customers about
Big Bazaar own brands Of the 100 respondents who answered the questionnaire, 65 replied yes
that they were satisfied with the big bazaar brands and there were 35 people who were not
satisfied with big bazaar brands.
Interpretation
Of the consumers approached, 100 people agreed to fill in the questionnaire and this specific
question. This question is aimed at satisfaction level among the customers for big bazaar brand.
By analysing the responses to this question, I the researchers, as well as companies, can identify
that many customers are satisfied with the own brand of big bazaar.
From the tabulated data depicted above and responses of the consumers, we can see that to
promote own brand we should advertise more and packaging can be made more attractive.
Q.10) In which area of operation at Big Bazaar improvement is needed?
Detail No.
Cashier Speed 45
Staff Knowledge 30
Waiting Time Management 25
Total 100
Data:
Consumers were asked to answered that in which operation they want improvement at Big
Bazaar. The objective of this question is to understand the improvement area at Big Bazaar.
Analysis:
From the table, and pie chart depicted above, the distribution of the consumers is evident. Of the
100 respondents who answered the questionnaire,45% customers need improvement in Cashier
speed 30% are not satisfied with the staff knowledge about the product 25% thought waiting
process management is not good at Big Bazaar.
Interpretation:
By analyzing the responses to this question, I as ,a researcher, as well as companies, can identify
the improvement areas in operations at Big Bazaar.
Appropriate decisions can be made keeping these numbers in mind.
We should increase the no. of cashiers atleast on Wednesday Bazaar, Weekends, Monthly
Bachat Bazaar.
Secondly we can increase sources of entertainment to manage the waiting process
management ,we can play good songs so that customers are not irritated during waiting
Findings
Generally youth and women’s are the main customers at Big Bazaar.
Electronic media has an great impact on customers they are getting aware about new
products and related offers.
Due to availability of all products under one roof and near by their house helps customers
to shop weekly and shop fresh every time.
Groceries are the main items purchased by the customers and they are aware about big
bazaar brands and mostly are satisfied with them.
All the customers want that their time should not waste after shopping, number of
cashiers should be increased ,waiting process management should be made good.
Conclusion
The report reveals that there is huge scope for the growth of organized retailing and
improvement of Big Bazaar Store in Allahabad city.
With the changing lifestyle, modernization and westernization there exists a huge scope
for the growth of Big Bazaar store and is therefore a threat to unorganized retailing.
Big Bazaar store are able to provide almost all categories of items related to food, health,
beauty products, clothing & footwear, durable goods so it become quite easier for the
customer to buy from one shop and hence is a convinient way of shopping when
compared to unorganized retailing.
Aggressive Marketing is the key to increasing the market share in this area, since the
market has a lot of potential both in terms of untapped market .
Recommendations
To increase more footfalls more promotional activities must be carried
out. For this BIG BAZAAR can either offer more discounts or increase
their advertisements. Increase in the number of footfalls will lead to
increase in sales.
Allowing more space between the entrance of a store and a product gives
it more time in the shopper’s eye as he or she approaches it. It builds a
little visual anticipation.
The number of trial rooms available at BIG BAZAAR is very less as
compared to the number of people coming. This usually results in long
queues and waiting by customers.
Install more full length mirrors inside the store so as to assist the
customers to make better purchase decisions.
Play light music inside the store to make the shopping a pleasurable
experience.
They can also exhibit their new line of clothing through events like
fashion shows.
Baskets should be scattered throughout the store, wherever shoppers might
need them. Many customers don’t begin seriously considering
merchandise until they have browsed a bit.
Limitations
This research has a number of limitations that must be acknowledged.
First, the sample used for this study consisted mostly of college students. Therefore, these
results may not be applicable to the wider population in general.
Secondly, the results of this study are limited to a specialty retail branded purchasing
context.
Lastly, it must be acknowledged that there may be numerous other variables that
contribute to the development of customer satisfaction, customer loyalty, and word of
mouth communication which are briefly touched upon below.
To convince the people for a proper interviewing process is also difficult.
The figures have been taken as approximations.
The study is confined only to a small segment of the entire population due to monetary
and time constraints and hence the results are applicable only to the city of Allahabad.
Financial problem is also there in completing this project in a proper way.
QUESTIONAIR
NAME: ------------------------------------------------------------------
ADRESS: _____________________________________________
OCCUPATION: ----------------------------------------------------------
CONTACT no: ______________________________________________
EMAIL ID:__________________________________________________
AGE: (a)Below 18 [ ] (b)18-40[ ] (c) 40-60 [ ] (d) Above 60 [ ]
GENDER: (a) Male [ ] ( b) Female [ ]
1) How you came to know about Big Bazaar?
(a) Electronic media [ ] (b) Word of mouth [ ] (c)Print media [ ] (d) Hoarding [ ]
2) How often do you shop?
(a) daily [ ] (b) Once aweek [ ] ( c) Fortnightly[ ] (d) Once a month[ ]
3) Why do you shop at Big Bazaar?
(a) Quality [ ] (b) Offer [ ] (c) Price [ ] (d)Easy Availability of Product
[ ]
4) During which offer you shop most?
(a) Wednesday Bazaar [ ] (b) Monthly Bachat Bazaar (c) Weekend offers [ ]
5) What do you mostly shop at the Big Bazaar stores?
(a)Clothing [ ] (b) Accessories [ ] (c) Groceries [ ]
(d)Others (specify) ____________________________________
6) Are you aware of Big Bazaar own brands?
(a) Food Bazaar [ ] (b) Tasty Treat [ ] (c) Dj&C [ ]
7) Are you satisfied with Big Bazaar own brands (e.g Tasty Treat)?
(a) Yes [ ] (b) No []
8) In which area of operation at Big Bazaar improvement is needed?
(a)Cashier Speed [ ] (b) Staff Knowledge [ ] (c) Waiting Time Management [ ]
9) Problem which you face in Big Bazar…………………………………………………..
10) Any suggestion about Big Bazar……………………………………………………….
Date:__________________
Signature:__________________
BIBILIOGRAPHY
Kishore biyani(2007) it happened in India(1st edition ) Rupa publication
Stephen covey (1994), the Seven Habits Of Highly Effective People.
C.R. Kothari (Research Methadology)
WWW.PANTALOON.COM
WWW.FUTUREBYTES.COM
WWW.RETAILINDIA.COM
WWW.GOOGLE. COM
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