customer satisfaction at big bazaar

“A STUDY ON CUSTOMER SATISFACTION IN BIG BAZAAR, ROYAPURAM)”

by

B.NARENDRA RAHUL

(REGISTER NO: 310611631055)

Of

EASWARI ENGINEERING COLLEGE

A PROJECT REPORT Submitted To The

FACULTY OF MANAGEMENT STUDIES

In partial fulfillment of the requirements For the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

ANNA UNIVERSITY

AUG 2012

EASWARI ENGINEERING COLLEGE

DEPARTMENT OF MANAGEMENT STUDIES

BONAFIDE CERTIFICATE

Certified that this project report titled “A STUDY ON CUSTOMER SATISFACTION

AT BIG BAZAAR, ROYAPURAM” is the bonafide work of Mr. B.NARENDRA RAHUL

Registration number 310611631055 who carried out the research under my supervision.

Certified further , that to the best of my knowledge the work reported herein does not form part

of any other project report or dissertation on the basis of which a degree or award was conferred

on an earlier occasion on this or any other candidate.

INTERNAL GUIDE HEAD OF THE DEPARTMENT

INTERNAL EXAMINER EXTERNAL EXAMINER

DECLARATION

I hereby declare that this project entitled “A STUDY OF CUSTOMER

SATISFACTION AT BIG BAZAAR, ROYAPURAM” was sincerely done, during the period

from June 2012. The study has been undertaken in partial fulfillment for the Degree of Master of

Business Administration at Easwari Engineering College, Chennai affiliated to Anna University.

I also declare that this project has not been submitted to any other institutions or

university, for the award of any Degree or Diploma.

Place: Chennai B.NARENDRA RAHUL

ACKNOWLEDGEMENT

In the first instance, I oblige to the Honorable Chairman, Dr. Shivakumar, the principal

Dr.Jothi Mohan Balasubramanian., for their support and encouragement for the completion of

project.

I take this opportunity to convey my sincere thanks to the Head of the Department

Dr.Mu.Subramaniyan, for the cooperation and support given during the course of the project.

I take the privilege to extend my hearty thanks to my Internal Project Guide

Mrs.D.Hemalatha for her valuable and invariable suggestion and encouragement in carrying out

this project successfully.

I take this opportunity to express my deep sense of gratitude and sincere thanks to Mr. C.Dinesh

HR MANAGER and to the management of who spent their valuable time in helping me to

finish the project.

Last but not the least; I would like to thank my parents and friends for providing all the

necessary support throughout the study without which this study would be an

unaccomplished task.

TABLE OF CONTENTS

CHAPTER NO

TITLE PAGE NO

1 CHAPTER -1 INTRODUCTION

1.1 INTRODUCTION 7

1.2 INDUSTRY PROFILE 10

1.3 PROFILE OF THE COMPANY 12

2 CHAPTER -2 REVIEW OF LITERATURE

2.1 REVIEW OF LITERATURE 15

2.2 RESEARCH REVIEW 18

3 CHAPTER -3 RESEARCH METHODOLOGY

3.1 RESEARCH DESIGN 21

3.2 RESEARCH METHOD 21

3.3 METHOD OF DATA COLLECTION 21

3.4 SAMPLE SIZE 22

3.5 DATA ANALYSIS 22

3.6 TOOLS USED FOR DATA ANALYSIS 22

4 CHAPTER -4

DATA ANALYSIS AND INTERPRETATION

4.1 ANALTICAL APPROACH PROBLEM SOLVING 24

4.3 OBSERVATION 24

4.4 ANALYSIS 25

4.6 CHECK 37

5 CHAPTER-5

SUMMARY OF FINDINGS,SUGGESTIONS &

CONCLUSION

5.1 SUMMARY OF FINDINGS 39

5.1.1 SWOT ANALYSIS 40

5.2 SUGGESTION 41

5.3 CONCLUSION 42

5.4 BIBLIOGRAPHY 43

5.5 ANNEXURE 44

CHAPTER-1

INTRODUCTION

INTRODUCTION

Defining Customer Satisfaction:

It is a measurement or indicator of the degree to which customers or users of an organization’s

products or services are pleased with those products or services.

Customer satisfaction to a company can be defined as:

The company's ability to fulfill the business, emotional, and psychological needs of its

customers;

Quality of service delivery expected by the customers.

An internal drive to satisfy an unsatisfied need of customer.

Providing good service in a pleasant manner and meeting the customer's expectations;

The measure of the degree to which a product or service meets the customer's

expectations;

Comparison of expectations versus actual experience.

Measuring Customer Satisfaction

Most companies say that they believe in great customer service, but few set up a system to

ensure that they provide it. To deliver excellent customer service takes both understanding what

your customers want and the way to see that they receive it.

Delighted Customers Are Profitable:

It is widely accepted that it is almost five times more profitable to sell to an existing customer

than to find a new customer. More important, the difference between satisfied customers and

very satisfied customers can make a big difference in customer repeat business and the profits.

Measuring client satisfaction is very important and distinguishing between degrees of

satisfaction by using customer surveys is crucial.

Measuring Customer Satisfaction

There are several ways to gather input from customers. The simplest way to find out how

customers feel and what they want is to ask them. If you have only 20 customers, you can talk to

each one personally. The advantage of this approach is that you'll get a personal "feel" for each

customer.

The disadvantage is that you'll gather different information from each customer depending on

how the conversation goes.

Customer surveys with standardized survey question insure that you will collect the same

information from everyone. Remember that few of your customers will be interested in "filling

out a questionnaire". It's work for them without much reward. By launching a customer survey as

an attempt to find out "how we can serve you better" -- your customers will feel less put upon.

Here are a few of the possible dimensions that one could measure:

Quality of product

Pricing

Offers and discounts

Staff’s behavior

Complaints or problems

Billing experience

Security’s behavior

Store’s ambience & cleanliness

Overall experience in store

Using satisfaction Surveys to achieve a Competitive advantage

Consider these statistics:

Only 4% of all customers with problems complain

The average person with a problem eventually tells 9 other people

Satisfied patients and customers tell 5 other people about their good treatment

Cost of acquiring a new customer is usually 5-7 times greater than retaining current ones

Cost of hiring and training a new employee is up to 10 times greater than retaining

current ones.

These facts underscore the need to satisfy your current customers so they remain with your

organization. Ensuring their satisfaction is vital to your long-term business survival and

profitability. The technology available to both you and your competitors has made it easier to

duplicate each other’s products or services.

Because of this, it is increasingly difficult to rely on features alone to differentiate yourself from

the competition. Excellent customer satisfaction is one of the few ways to achieve a sustainable

competitive advantage.

Satisfaction (and dissatisfaction) affects your organizations bottom line

The value of satisfaction is often underestimated. Loyal customers affect an organization’s

success, which can be difficult to quantify. Loyal customers grow your business by increasing

market share. Over a lifetime, a loyal customer purchases more, purchases at a premium (they

are less sensitive to price), costs less to sell to, and refers your business to others.

INDUSTRY PROFILE

Industry Insight - Indian Retail Industry

The retail sector in India is witnessing a huge revamping exercise as traditional markets

make way for new formats such as departmental stores, hypermarkets, supermarkets and

specialty stores. Western-style malls have begun appearing in metros and second-rung cities

alike introducing the Indian consumer to a shopping experience like never before.

The Indian Retail Sector

The Indian Retail Sector is at an inflexion point, with changing demographics driving

growth of organized retailing and driving growth in consumption. With an expanding economy,

the country‘s overall retail sector will become a $450 billion (Rs20.85 trillion) business by 2015.

Along the way, the modern retail business will create about 1.6 million jobs in the next

five years acc. to McKinsey. Modern retailers will not only create employment opportunities but

also would help raise India‘s overall economic productivity and could also result in lowering

prices of goods. With changing demographic and economic profile of the Indian population, it is

believed that India is expected to experience accelerated consumption over the next few years.

Growth in organized retail

In sharp contrast to the global retail sector, retailing in India – though large in terms of

size – is highly fragmented and unorganized. With close to 12 million retail outlets India has the

largest retail density in the world. However, most of these retail outlets belong to the

unorganized sector. The Indian retail industry is evolving in line with changing customer

aspirations across product groups, with modern formats of retailing emerging. Organized retail

derives its advantages in generating operational efficiencies while simultaneously catering to

rising consumer aspirations. Size drives economies on procurement, and lowers logistics and

marketing costs while delivering better value to customers in terms of lower price, better quality,

greater selection, improved service and in store ambience.

COMPANY PROFILE

Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India)

Limited. Kishore Biyani is the Managing Director of Pantaloon retail (India) Ltd and the Group

Chief Executive Officier of Future Group. Pantaloons family store, an organized retail sector was

opened in 1997. This was followed by the opening of Big bazaar, a uniquely Indian

hypermarket format that democratized shopping in India.

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

in Calcutta, Indore , Bangalore and Hyderabad. Currently, there are 214 stores across 90 cities

and towns in India covering around 16 million sq.ft. of retail space. In Tamil Nadu, Big Bazaar is

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

merchandise including fashion and apparels, food products, general merchandise, furniture,

electronics, books, fast food and leisure and entertainment sections.

Big Bazaar guaranteed that definitely best products offered at the best prices. Over

1,70,000 products under one roof that cater 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

products available at prices lower than the MRP, setting a new level of standard in price,

convenience and quality, making Big Bazaar, India's favourite shopping destination.

INNOVATIONS:

Wednesday Bazaar -Big Bazaar introduced the Wednesday Bazaar concept and

promoted it as “Hafte Ka Sabse Sasta Din”. It was mainly to draw customers to the

stores on Wednesdays, when least number of customers is observed. According to the

chain, the aim of the concept is "to give homemakers the power to save the most and

even the stores in the city don a fresh look to make customers feel that it is their day".

Sabse Sasta Din- With a desire to achieve sales of Rs 26crores in a one single day, Big

Bazaar introduced the concept of "Sabse Sasta Din". The idea was to simply create a day

in a year that truly belonged to Big Bazaar. This was launched on January 26, 2006 and

the result was exceptional that police had to come in to control the mammoth crowd. The

concept was such a huge hit that the offer was increased from one day to three days in

2009 (24 to 26 Jan) and to five days in 2011 (22-26 Jan).

Maha Bachat- Maha Bachat was started off in 2006 as a single day campaign with

attractive promotional offers across all Big Bazaar stores. Over the years it has grown

into a 6 days biannual campaign. It has attractive offers in all its value formats such as

Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar - catering to the entire

needs of a consumer.

The Great Exchange Offer-On February 12, 2009 Big Bazaar launched "The Great

Exchange Offer", through with the customers can exchange their old goods in for Big

Bazaar coupons. Later, consumers can redeem these coupons for brand new goods across

the nation.

Several promotion schemes practiced at Big Bazaar

Online shopping cash on delivery

Exchange offers like Junk swap offer

Payback card

Future card

Wednesday bazaar

Brand endorsement by Asin and M. S. Dhoni

Advertisement (print ad, radio and TV)

CHAPTER -2

REVIEW OF LITERATURE

REVIEW OF LITERATURE

Customer satisfaction

Customer satisfaction is a highly personal assessment that is greatly influenced by individual

expectations. Some definitions are based on the observation that customer satisfaction or

dissatisfaction results from either the confirmation or disconfirmation of individual expectations

regarding a service or product. To avoid difficulties stemming from the kaleidoscope of customer

expectations and differences, some experts urge companies to “concentrate on a goal that’s more

closely linked to customer equity.”

According to Kotler-Customer satisfaction depends on the product’s perceived performance

relative to buyer’s expectations. If the product performance falls short of expectations, the

customer is dissatisfied. If performance matches expectations, the customer is satisfied. If

performance exceeds expectations, the customer is highly satisfied or delighted.

Outstanding marketing companies go out of their way to keep important customers satisfied.

Highly satisfied customers make a repeat purchases and tell others about their good experience

with the product. The key is to match customer expectation with company performance. Smart

companies aim to delight customers by promising only what they can deliver, then delivering

more than they promise.

However, although the customer-centered firm seeks to deliver high customer satisfaction

relative to competitors, it does not attempt to maximize customer satisfaction.

A company can always increase customer satisfaction by lowering its price or increasing its

services. But this may result in lower profits. Thus, the purpose of marketing is to generate

customer value profitability. This requires a very delicate balance: The marketer must continue

to generate more customer value and satisfaction but not “give away the house.”

“The gulf between satisfied customers and completely satisfied customers can swallow a

business.”

Customer

The question of defining who your customers are seems fairly easy particularly if you have

segmented your market properly and understand who you are trying to satisfy. However subtlety

that frequently goes undetected by many firms is that is that customer set can be divided into two

parts, the apparent customer and the user. The apparent customer is the person or group of people

who decide what product to buy and basically have control over the purse strings. The user is a

person or group who physically uses the product or is the direct recipient of a service.

Satisfaction

As in defining customer above, defining satisfaction also appears simple. However as with

customer there is a subtlety that needs addressing. Satisfaction by most definitions simply means

meeting the customer’s requirement.

Customer satisfaction is a concept that more and more companies are putting at the heart of their

strategy, but for this to be successful they’re needs to be clarity about, what customer satisfaction

means and what needs to happen to drive improvement. Without this, there is a risk that

customer satisfaction becomes little more than a good intention, with confused objectives failing

to address the real issues for customers, one helpful way to look at the problem is to rephrase the

objectives: set the sights on helping the customers meet their goals.

Customer satisfaction can be defined in many different ways. Finding the right way for a

company depends on understanding your customer and on having a clear vision of the role that

customer satisfaction is to play in the strategy. For example, a focus on customer satisfaction can

work alongside existing segmentations to support revenue generation from high value customers

or it can be a company-wide objective rooted in the brand values. For the former, it may be

sufficient to focus on improving customer service, but for the latter a broader definition of

customer satisfaction is necessary, closer akin to corporate reputation.

Whatever the strategy for customer satisfaction, it must at least include getting the basics right.

Failing to achieve this can destroy the reputation as well as losing valuable customers. Every

customer, regardless of their economic worth to the business, has the power to influence –

positively or negatively – a company’s reputation. Once the objectives for the customer

satisfaction strategy are defined there are a number of steps we can take to make sure the focus

on customer satisfaction is effective.

Building a company around Customer Satisfaction

With the increase in customer’s demands and competition it has become a lot more important to

base the entire company on customer service. When doing this one must first realize that every

member of an organization plays an active role in customer service. This includes both external

customers and internal customers within a company.

Customer focused organizations focus both on customer satisfaction and profit. Achieving

customer satisfaction generates the profit. In these organizations top management has frequent

contacts with external customers. The top management uses consultative, participative, and

supportive management styles to get through to the customer. The staff focuses all of its attention

on satisfying the customer’s needs. However, the management’s job is to provide the staff with

support necessary to achieve these goals. The other department and staff in the organization that

do not have direct contact with the external customers deal exclusively with internal customer

satisfaction.

RESEARCH REVIEW

Instead of asking whether customers are satisfied, they encourage companies to determine how

customers hold them accountable

As a potential solution to the factor 10/20 vision system level improvements have to be made,

contrary redesigning individual products or processes (Weterings and Opschoor 1992; Vergragt

and Jansen 1993; von Weizsäcker, Lovins et al. 1997; Ryan 1998; Manzini 1999; Brezet, Bijma

et al. 2001; Ehrenfeld and Brezet 2001).

For more than a decade now, a range of studies that address environmentally sound consumer

behaviour, e.g. car use, waste sorting, minimization and recycling practices have been conducted.

However, few studies evaluated consumer acceptance of the PSS concept – a consumption based

on non-ownership of physical products, see, for example, studies on car sharing schemes

(Schrader 1999; Meijkamp 2000), ski rental and washing services (Hirschl, Konrad et al. 2001).

Besides the information processing perspective, manufacturing analyses consumer behavior by

employing a psychologically grounded concept of attitudes (Balderjahn 1988; Ronis, Yates et al.

1989; Luzar and Cosse 1998). It is consumer attitudes that are usually named as the major factor

in shaping consumer behavior and a wealth of studies is available on the topic of how attitudes

can predict behavior.

(Anderson, Fornell and Mazvancheryl, 2004) Therefore a firm should concentrate on the

improvement of service quality and charge appropriate fair price in order to satisfy their

customers who would ultimately help the firm to retain its customers (Gustafsson, Johnson and

Roos, 2005).

It is a common phenomenon that the services a brand offers and the price it charges actually

determine the level of satisfaction among its customers, than any other measure (Turel et al.

2006).

Customer’s involvement is also important as when buyer consider the product important and

invests time to seek information then it ultimately enhances the satisfaction level (Russell-

Bennett, McColl Kennedy and Coote, 2007). This satisfaction may influence the concerned

company by repurchase, purchase of more products, positive word of mouth and willingness of

customer to pay more for the particular brand. Any business is likely to lose market share,

customers and investors if it fails to satisfy customers as effectively and efficiently as its

competitors is doing (Anderson, Fornell, and Mazvancheryl, 2004).

According to Kotler and Armstrong (2010) price is the amount of money charged for a product

or service, or the sum of the values that customers exchange for the benefits of having or using

the product or service while Stanton, Michael and Bruce (1994) defined price as the amount of

money or goods needed to acquire some combination of another manufacturing and its

companying services.

But the marketing literature showed researchers’ inclination towards price fairness in relation

with customer satisfaction (Hermann et al., 2007; Kukar-Kinney, Xia and Monroe, 2007; Martin-

Consuegra, Molina and Esteban, 2007). Price fairness refers to consumers’ assessments of

whether a seller’s price is reasonable, acceptable or justifiable (Xia et al., 2004; Kukar-Kinney,

Xia and Monroe, 2007). Price fairness is a very important issue that leads toward satisfaction.

Charging fair price helps to develop customer satisfaction and loyalty.

Research has shown that customer’s decision to accept particular price has a direct bearing at

satisfaction level and loyalty and indirectly (Martin- Consuegra, Molina and Esteban, 2007). In

another study of Herrmann et al., (2007), it was concluded that customer satisfaction is directly

influenced by price perceptions while indirectly through the perception of price fairness. The

price fairness itself and the way it is fixed and offered have a great impact on satisfaction.

CHAPTER-3

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY:

MEANING:

Research also starts with question or problem .its purpose is to find answer to question

through the applicants of scientific method it pursuit of the track with the help of the study and

observation.

3.1 RESEARCH DESIGN:

A frame work or blueprint for conducing for the marketing research project it details

Of the procedures necessary for attaining the information needed to structure ad or solving

Marketing research problem

3.2 DESCRIPTIVE RESEARCH:

Descriptive research a type of conclusive research that has as its major objective

The description of something usually mart characteristics or function

3.3 METHOD OF DATA COLLECTION:

3.3.1PRIMARY DATA:

Primary data is newly collecting the data for our purpose.

3.3.2 SECONDARY DATA:

Secondary data is already exits but make some interpretation of the exit data for our purpose

3.4 SAMPLING SIZE:

Since the degree of accuracy is directly proportional to the sample size, so I had taken a sample

of 100 customers. And with a population of 500 customers. Since there are different categories

of customers and these are less homogenous so I had taken a large sample

3.4.1 Sampling technique:

The researcher had used convenient sampling method for this research which comes under

Probability sampling technique. In all forms of research, it would be ideal to test the entire

population, but in most cases, the population is just too large that it is impossible to include every

individual. Many researchers prefer this sampling technique because it is fast, easy and the

subjects are readily available since it is based on the convenience of the respondents.

3.4.2 Sampling method

The used the Questionnaire method as a tool of collecting the required data from the samples.

“A Questionnaire is a list of questions sent to a number of persons for them to answer.

The researcher adopted the Questionnaire method for data collection as and all the respondents

are educated and it helps the respondents to give well thought out answers. In this method the

identity of the respondents are kept anonymous and so the respondents will answer truly.

3.5 DATA ANALYSIS

The data collected will be analyzed by descriptive analysis. The data will then be presented in a

tabular format to be generated by use of SPSS (statistical package for social sciences) computer

program. There will be the use of mean, percentage and frequency. The mean will give the

average of respondents who agree or disagree. The frequency will show how many times a

certain factor appears and the parentage that agreed or disagrees on various issues. Other forms

of data presentation will be the use of graphs, charts.

3.6 STATISTICAL TOOLS USED:

Chi-square test

3.7 HYPOTHESIS:

Null Hypothesis (Ho): Big Bazaar products and services satisfy its customer.

Alternate Hypothesis (H1): Big Bazaar product and services do not satisfy its customers.

CHAPTER – 4

DATA ANALYSIS AND INTERPRETATION

Customer service desk & In-store announcements

23%

39%

14%

19%5%

ExcellentGoodNeutralVery poorPoor

FREQUENCY TABLE :

1. Rating of customer service desk & in-store announcements

MALE FEMALE TOTALExcellent 19 20 39Good 18 5 23Neutral 7 7 14Poor 3 3 5Very poor 10 9 19Total 57 43 100

H0 = customer service is independent of genderH1 = customer service is dependent of gender

Oi Ei Oi-ei (Oi-ei)2 (Oi-ei)2/ei19 22.2 -3.2 10.2 0.520 16.8 4.8 23 1.418 13.1 4.9 24 1.85 9.9 -4.9 24 2.47 8 -1 1 0.17 6 1 1 0.23 2.9 0.1 0 03 2.2 0.8 0.6 0.310 10.8 -0.8 0.6 0.19 8.2 0.8 0.6 0.1

Total 6.9

Calculated value is = 6.9The tabulated value is = 9.488

The calculated value is lesser than the tabulated value

INFERENCE: Therefore the customer service is independent of gender.

Big Bazaar Prices

11%

40%36%

9% 4%Excellent

Good

Neutral

Very poor

Poor

2. Rating of big bazaar prices


H0 = prices are dependent on genderH1 = prices are independent on gender

oi Ei Oi-ei (Oi-ei)2 (oi-ei)2/ei8 6.9 1.1 1.2 0.23 4.1 -1.1 1.2 0.327 25.2 1.8 3.2 -2213 14.8 -1.8 3.2 0.220 22.7 -2.7 7.3 0.316 13.3 2.7 7.3 0.53 2.5 0.5 0.3 0.11 1.5 -0.5 0.3 0.25 5.7 -0.7 0.5 0.14 3.3 0.7 0.5 0.2

total -19.9

Calculated value is = -19.9Tabulated value is = 9.488


INFERENCE: Therefore the prices are independent on gender

Quality & Variety of Product

8%

59%

21%

8% 4% ExcellentGoodNeutralVery poorPoor

3. Rating the quality and variety of the product

MALE FEMALE TOTALExcellent 30 29 59Good 3 5 8Neutral 15 6 21Poor 3 1 4Very poor 4 4 8

55 45 100

H0 = the quality and variety of the product are independent on gender

H1 = the quality and variety of the product are dependent on gender

Oi ei Oi-ei (Oi-ei)2 (Oi-ei)2/ei30 32.5 -2.5 6.3 0.229 26.6 2.4 5.8 0.23 4.4 -1.4 2 0.55 3.6 1.4 2 0.615 11.6 3.4 11.6 16 9.5 -3.5 12.3 1.33 2.2 0.8 0.6 0.31 1.8 -0.8 0.6 0.34 4.4 -0.4 0..2 04 3.6 0.4 0.2 0

Total 4.4

Calculated value = 4.4Tabulated value = 9.488


INFERENCE: Therefore the quality and variety of the product are independent on gender

4. Rating of offers and discounts

Offers & Discounts

10%

47%24%

14%5%

Excellent

Good

Neutral

Very poor

Poor


H0 = the offers and discounts is independent on the genderH1 = the offers and discounts is dependent on the gender

Oi Ei Oi-ei (Oi-ei)2 (Oi-ei)2/ei31 29.1 1.9 3.6 0.116 17.8 -1.8 3.2 0.14 6.2 -2.2 4.8 0.76 3.8 2.2 2.8 0.716 14.8 1.2 1.4 08 9.1 -1.1 1.2 04 3.1 0.9 0.8 0.11 1.9 -0.9 0.8 0.47 8.6 -1.6 2.5 0.27 5.3 1.7 2.8 0.5

Total 2.8



INFERENCE : the offers and discounts are independent on gender

5. Rating of staff’s behavior

Staff’s behavior

7%

58%14%

18% 3% Excellent

Good

Neutral

Very poor

Poor

MALE FEMALE TOTALExcellent 31 27 58Good 3 4 7Neutral 8 6 14poor 1 2 3Very poor 9 9 18Total 52 48 100

H0 = staff’s behavior is independent upon the gender

H1 = staff’s behavior is dependent upon the gender

oi Ei Oi-ei (Oi-ei)2 (Oi-ei)2/ei31 30.1 0.9 0.8 027 27.8 -0.9 0.8 03 3.64 -0.6 0.3 04 3.3 0.7 0.4 0.18 7.2 0.8 0.6 06 6.7 -0.7 0.7 0.11 1.5 -0.5 0.2 0.12 1.4 0.6 0.3 0.29 9.3 -0.3 0 09 8.6 0.4 0.1 0

Total 0.6



INFERENCE: Therefore the staff’s behavior is independent upon the gender

6. Rating of store’s ambience & cleanliness

Store’s Ambience & Cleanliness?

24%

59%

9% 6% 2%Excellent

GoodNeutralVery poorPoor


62 38 100

7. Rating of billing experience

Billing Experience

9%

40%35%



45 55 100

8. Rating of security’s behavior

Security’s Behavior?

4%

41%

22%

17%

16% ExcellentGoodNeutralVery poorPoor


60 40 100

Overall Experience in Store

18%

43%

21%


9. Rating of overall experience in store


55 45 100

CHAPTER -5FINDINGS , SUGGESTIONS

AND CONCLUSION

FINDINGS

Inferred that 34% of the people says the customer service desk and the in store

announcements are excellent and 14% are satisfied

Inferred that 11% of the people say the prices are excellent and 36% are satisfied

Inferred that 59% of the people say the quality and variety of the product are excellent

and 21% are satisfied

Inferred that 47% of the people says that the offers and discounts are excellent and only

5% of the people says its poor

Inferred that 18% of the people says the overall experience in the store was Neutral and

21% people says its good

Factors of customer satisfaction are independent with the type of gender of the customers

5.1.1 SWOT ANALYSIS

STRENGTHS

It is the largest retail store with good ambience in Royapuram.

It has goodwill of being a format of Future Group, which has pan India presence.

It stores up to 160000 SKU’s, which is in itself the biggest offering under one roof for

customers..

Huge parking space as compared to competitors.

WEAKNESS

No electronic items & furniture to complete the offerings.

High perishable items like vegetables are kept.

Security & staff are new and need more experience.

Cashiering is not up to the mark.

Cleanliness & hygiene is not up to the standard

OPPORTUNITY

TG demands segregation of crowd, as there are few places where they can go, Big

Bazaar has a opportunity to be a outing destination.

Huge potential for entertainment in the city e.g. F-123, Sports bar, E-Zone etc. can do

amazing business.

Mood of optimism is creeping in the mind of consumers regarding facilities.

THREATS

A larger mall is coming up in the heart of the city.

Location is a bit far away from the main city.

Strong local market with home delivery facility to compete..

Royapuram Customers are less brand conscious & price sensitive on large

5.2 SUGGESTIONS

The overall sales satisfaction index from the study reveals that the company is

performing very well and customers buying are much satisfied with the service given to

them.

The only couple problem noticed are:

Some of the customers have complained about the slack in the delivery process and

timings.

Therefore, this is the area which is recommend to the showroom to focus a little bit more.

It needs to improve its delivery process and time.

Need to become little quick and fast. Some of the customers have also complained about

the after purchase services provided by the showroom.

Even though the complaints are minor, the showroom needs to resolve the customer after

purchase service issues in order to achieve customer satisfaction

5.3 CONCLUSION

A highlights of the study on customer satisfaction towards the Big Bazaar, Royapuram

product76% people like our product mostly the emr provide small scale industries,80%people

accepted our product but some people provide more better sales and services Inferred that 37.8%

of people strongly agree respondents , 37.4% company people agree,20.7% people respondents

to satisfy after sales and services Find out analyzing table mostly 62% the service provide small

scale Industries17% Company have a problem

5.4 BIBLOGRAPHY

BOOKS:

Balderjahn, I. (1988). "Personality Variables and Environmental Attitudes as

Predictors of Ecologically Responsible Consumption Patterns." Journal of

Business Research 17(1): 51-56.

Mont, O. (2000). Product-Service Systems. Stockholm, Swedish EPA, AFR-report

288: 83.

Marketing research (sixth edition)-naresh k.malkotra

Principles of Marketing management (Philip Kotler)

Marketing Research

WEBSITES:

www.futurebytes.com

www.pantaloon.com

www.retailindia.com

www.google.com

5.5 ANNEXURE

http://www.google.com/

http://www.retailindia.com/

http://www.pantaloon.com/

http://www.futurebytes.com/

Questionnaire:

Name _________

1. How do you rate Big Bazaar Prices?

Excellent Good Neutral Very poor

Poor

2. How do you rate quality & variety of product?


Poor

3. How do you rate our offers & discounts?


Poor

4. How do you rate staff’s behavior?


Poor

5. How do you rate store’s ambience & cleanliness?


Poor

6. How do you rate our customer service desk & in-store announcements?


Poor

7. How was your billing experience?


Poor

8. How do you rate security’s behavior?


Poor

9. How was your overall experience in store?


Poor

10.Would you like to provide any suggestions -

___________________________________________________________________________

___________________________________________________________________________

customer satisfaction at big bazaar

Documents