customer satisfaction towards electronic bazaar of big bazaar

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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

    KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 2

    Introduction:

    Customer satisfaction: a term frequently used in marketing, is a measure of how productsand services supplied by a company meet or surpass customer expectation. Customer

    satisfaction is defined as "the number of customers, or percentage of total customers, whose

    reported experience with a firm, its products, or its services (ratings) exceeds specified

    satisfaction goals."Big bazaar is one of the renowned retail company in India. It is famous for

    its low price products. Its punch line itself says Isse sasta aur accha kahin nahi it has its

    branches all over India. Koramangala Big bazaar is one of the oldest Big bazaar store and it is

    the first store to be opened in Bangalore. The main intention of this project is to know the

    satisfaction level of customers towards electronic bazaar which is present in Koramangala big

    bazaar.

    Project report title:

    A study on customer satisfaction towardselectronic bazaarat big bazaar koramangala

    Need for the project:

    The need for this project is that there are a lot of competitors in the market and most of the

    electronics stores are located near by the Koramangala region. Most of the stores are giving

    tough competition and sales are coming down. So to know the customer satisfaction towards

    the electronic bazaar and to know the customer expectations on the electronic bazaar a survey

    is conducted and the results are interpreted. The project helps me to apply my marketing

    theoretical knowledge in the practical market and it also helps me to understand the consumer

    behaviour towards electronic bazaar.

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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

    KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 3

    Scope of the study:

    This project is undertaking in the Big Bazaar consumer customer group, which is the

    popular hypermarket in India. The scope of the study was undertaken in city Bangalore

    (Koramangala). This study also aims towards knowing the consumers satisfaction towards

    electronic Bazaar of big bazaar. The Questionnaire is filled by the customers who come

    inside the store for shopping.

    OBJECTIVE:

    Primary objective:

    To identify the overall satisfaction of customers about electronic

    Bazaar for koramangala branch

    Secondary objectives:

    1) To identify the performance of electronic bazaar.

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

    3) To determine the performance of sales persons and promoters in the electronicbazaar.

    4) To understand the availability of different brands in the electronic bazaar

    5) To understand the effectiveness of offers in electronic bazaar.

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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

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    FINDINGS:

    Store performing well in attracting the customers.

    Big bazaar provides better shopping experience.

    Availability of brands in electronic bazaar is not up to the mark and most of thecustomers are not satisfied with the brand availability in electronic bazaar.

    Discounts and offers doing well in the store.

    In offer days the store management is good.

    Home delivery service is going fine but most of the customers are not using theservice.

    Product display and signage is good.

    Quality in products is not up to the mark.

    Location of electronic bazaar is outstanding and needs some more space for productdisplay.

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

    The promoters and sales persons are well trained and are doing good sales.

    The overall satisfaction of customers towards electronic bazaar is good.

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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

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    RECOMMENDATIONS:

    Create awareness & manage home delivery services properly.

    There should be proper assortment of various product categories.

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

    Cleanliness and hygiene should be maintained regularly.

    Proper training should be provided to sales person so that they can deal with thecustomers more efficiently.

    Various schemes and offers can be provided to them and attract new customers.

    More numbers of brands should be kept in the electronic bazaar so that customers getmore options for selecting the product.

    Quality of the products should be increased i.e.( proper storage of stocks so that nosingle product gets damaged).

    More space should be allocated for electronic bazaar (the space allocated is verycongested).

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    Conclusion:

    We would conclude the project stating that the customer of Bangalore are satisfied with

    offers, and they still needs good offers in future days. And the big bazaar has doing good in

    terms of understanding customer expectation and providing them good offers and products in

    terms of fulfilling their expectation. During the project I would come to know about differs

    offers of big bazaar, what a normal consumer will think before entering into big bazaar. And

    the different types of factors which influence customers to visit big bazaar. And what are the

    factors which we need focus for increase consumer walk-in big bazaar Bangalore.

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    A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR

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    INTRODUCTION TO

    TOPIC

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    Projects Details

    I considered the Big-Bazaar Koramangala Bangalore for studying the consumer expectation,

    and what are the factors that influence the consumer to walk-in, in Big Bazaar.

    Consumers now want the cheapest, biggest and the quickest products/services from their

    retailers. They are moving towards the eastern model, the changing behavior of the Indian

    customers.

    The project involves three main aspects namely industry profile, company profile and

    analysis part. In industry profile about the retail sector, in company profile history of the

    organization, achievements; about different schemes a detailed study has been made. In the

    analysis part management problem, research problem, objectives and data collection method,

    sampling design, sampling size, sampling method and mainly I have analyzed the collected

    primary data using EXCEL, the primary data have been collected through questionnaires.

    Finally findings, recommendations, limitations and conclusion are derived.

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

    and services supplied by a company meet or surpass customer expectation. Customer

    satisfaction is defined as "the number of customers, or percentage of total customers, whose

    reported experience with a firm, its products, or its services (ratings) exceeds specified

    satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent

    responded that they found a customer satisfaction metric very useful in managing and

    monitoring their businesses.

    It is seen as a key performance indicator within business and is often part of a Balanced

    Scorecard. In a competitive marketplace where businesses compete for customers, customer

    satisfaction is seen as a key differentiator and increasingly has become a key element of

    business strategy.

    Within organizations, customer satisfaction ratings can have powerful effects. They focus

    employees on the importance of fulfilling customers expectations. Furthermore, when these

    ratings dip, they warn of problems that can affect sales and profitability. These metrics

    quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-

    mouth marketing, which is both free and highly effective.

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    Therefore, it is essential for businesses to effectively manage customer satisfaction. To be

    able do this, firms need reliable and representative measures of satisfaction.

    In researching satisfaction, firms generally ask customers whether their product or service has

    met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When

    customers have high expectations and the reality falls short, they will be di