customer satisfaction_big bazaar
TRANSCRIPT
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A PROJECT REPORT ON
“Customer satisfaction
”
A SUMMER INTERNSHIP PROJECT REPORT SUBMITTED TO
OSMANIA UNIVERSITY, HYDERABAD.
IN PARTIAL FULFILLMENT OF THE SUMMER INTERNSHIP PROGRAMME OF
B.Com (Honours) - 3rd year
Submitted By,
Name : -B.Vijay Kumar
Roll No: -1064-10-407-036
BADRUKA COLLEGE OF COMMERCE
(AFFILIATED TO OSMANIA UNIVERSITY)
KACHIGUDA, HYDERABAD – 500027
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A
PROJECT REPORT
ON
Customer Satisfaction
SUBMITTED BY
B.Vijay Kumar
106410407036
BADRUKA COLLEGE OF COMMERCE&ARTS
OSMANIA UNIVERSITY
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RETAILING INTRODUCTION
Retail : consists of the sale of goods or merchandise from a fixed location, such
as a department store, boutique or kiosk, or by mail, in small or individual lots for
direct consumption by the purchaser. Retailing may include subordinated services, such as
delivery. Purchasers may be individuals or businesses. In commerce, a "retailer" buys goods
or products in large quantities from manufacturers or importers, either directly or through
a wholesaler, and then sells smaller quantities to the end-user. Retail establishments are often
called shops or stores. Retailers are at the end of the supply chain. Manufacturing marketers see
the process of retailing as a necessary part of their overall distribution strategy. The term
"retailer" is also applied where a service provider services the needs of a large number of
individuals, such as a public utility, like electric power.
Shops may be on residential streets, shopping streets with few or no houses or in a shopping
mall. Shopping streets may be for pedestrians only. Sometimes a shopping street has a partial or
full roof to protect customers from precipitation. Online retailing, a type of electronic
commerce used for business-to-consumer (B2C) transactions and mail order, are forms of non-
shop retailing.
Shopping generally refers to the act of buying products. Sometimes this is done to obtainnecessities such as food and clothing; sometimes it is done g (just looking, not buying) and
browsing and does not always result in a purchase a recreational activity. Recreational shopping
often involves window shopping
Types of Retail Outlets:
A marketplace is a location where goods and services are exchanged. The traditional market
square is a city square where traders set up stalls and buyers browse the merchandise. This kind
of market is very old, and countless such markets are still in operation around the whole world.
In some parts of the world, the retail business is still dominated by small family-run stores, but
this market is increasingly being taken over by large retail chains.
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Retail is usually classified by type of products as follows
Food products
Soft goods - clothing, apparel, and other fabrics.
Hard goods ("hardline retailers") - appliances, electronics, furniture, sporting goods, etc.
There are the following types of retailers by marketing
strategy:
Supermarkets - sell mostly food products;
Department stores - very large stores offering a huge assortment of "soft" and "hard goods".
Discount stores - tend to offer a wide array of products and services, but they compete
mainly on price.
General merchandise store - a hybrid between a department store and discount store;
Warehouse store - low-cost, often high-quantity goods piled on pallets or steel
shelves; warehouse clubs charge a membership fee.
Variety store or "dollar store" - extremely low-cost goods, with limited selection.
Demographic - retailers that aim at one particular segment (e.g., high-end retailers focusing
on wealthy individuals).
Some stores take a no frills approach, while others are "mid-range" or "high end", depending on
what income level they target.
Other types of retail store include:
General store - a store which sells most goods needed, typically in a rural area.
Convenience store - a small store often with extended hours, stocking everyday or roadside
items.
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Big-box stores encompass larger department, discount, general merchandise, and warehouse
stores.
Automated Retail stores are self service, robotic kiosks located in airports, malls and grocery
stores. The stores accept credit cards and are usually open 24/7. Examples
includeZoomShops and Redbox.
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COMPANY PROFILE
Big Bazar: is the chain of retail stores of the big banner Pantaloon Retail (India) Ltd.,
which in turn is a segment of Kishore Biyani, regulated Future Group of Companies. Moreover the customer friendly ambiance and the organized retailing of products also makes Big Bazar one
of the successful retail companies in India. The chain was inspired by Saravana Stores, a hugely
popular shop in Chennai which made huge profits by selling everything under the sun at prices
much less than other shops.
Big Bazar Overview: Big Bazaar, a part of the Pantaloon Group, is a hypermarket offering a
huge array of goods of good quality for all at affordable prices. Big Bazar with over 161 outlets
in different parts of India, is present in both the metro cities as well as in the small towns. Big
Bazar has no doubt made a big name in the retail industry of india, moreover shopping here is
further made a memorable experience with the varied rates of discounts on products as well as
discount vouchers available in a variety of amounts, like INR 2000, INR 3000, INR 4000, INR
5000 and INR 10000 on all Big Bazar products and accessories.
The variety of product range in Big Bazaar: This large format store comprise of almost
everything required by people from different income groups. It varies from clothing and
accessories for all genders like men, women and children, playthings, stationary and toys,
footwear, plastics, home utility products,cosmetics, crockery,home textiles, luggage gift items,other novelties, and also food products and grocery. The added advantage for the customers
shopping in Big Bazar is that there are all time discounts and promotional offers going on in the
Big Bazar on its salable products.
The significant features of Big Bazar: Shopping in the Big Bazar is a great experience as one can
find almost everything under the same roof. It has different features which caters all the needs of
the shoppers. Some of the significant features of Big Bazar are: The Food Bazar or the grocery
store with the department selling fruits and vegetables There is a zone specially meant for the
amusement of the kids. Furniture Bazar or a large section dealing with furnitures. ElectronicsBazar or the section concerned with electronic goods and cellular phones. [FutureBazaar.com] or
the online shopping portal which makes shopping easier as one can shop many products of Big
Bazar at the same price from home Well regulated customer care telecalling services
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The following are few of the sections at Big Bazar:
1. Books
2. Camera’s
3. Computers & Peripherals
4. Electronics
5. Gift Vouchers
6. Health and Fitness
7. Home & Kitchen
8. J ewellery9. Memory & Storage
10. Mobiles Phones
11. Movies & Videos CD
12. Watches
13. Women’s wear
14. Men’s wear
15. Children’s wear
16. Others.
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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 are observed. According to thechain, the aim of the concept is "to give homemakers the power to save the mostand even the stores in the city don a fresh look to make customers feel that it istheir day".
Sabse Sasta Din:
With a desire to achieve sales of Rs 26 Crore in a one single day, Big Bazaar introduced the concept of "Sabse Sasta Din". The idea was to simply create a dayin a year that truly belonged to Big Bazaar. This was launched on January 26, 2006and the result was exceptional that police had to come in to control the mammothcrowd. The concept was such a huge hit that the offer was increased from one dayto 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 a6 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 theentire needs of a consumer.
The Great Exchange Offer:
On February 12, 2009 Big Bazaar launched "The Great Exchange Offer", throughwith 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.
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RETAIL INDUSTRY IN INDIA
Retail is India’s largest industry. It accounts for over 10 per cent of the India's GDP and around
eight per cent of the employment. Retail sector is one of India's fastest growing sectors with a 5
per cent compounded annual growth rate. India's huge middle class base and its untapped retail
industry are key attractions for global retail giants planning to enter newer markets. Driven by
changing lifestyles, strong income growth and favorable demographic patterns, Indian retail is
expected to grow 25 per cent annually. It is expected that retail in India could be worth US$ 175-
200 billion by 2016.
The organized retail industry in India had not evolved till the early 1990s. Until then, the
industry was dominated by the un-organized sector. It was a sellers market, with a limitednumber of brands, and little choice available to customers. Lack of trained manpower, tax laws
and government regulations all discouraged the growth of organized retailing in India during that
period. Lack of consumer awareness and restrictions over entry of foreign players into the sector
also contributed to the delay in the growth of organized retailing. Foundation for organized retail
in India was laid by Kishore Biyani of Pantaloon Retails India Limited (PRIL). Following
Pantaloon's successful venture a host of Indian business giants such as Reliance, Bharti, Birla
and others are now entering into retail sector.
A number of factors are driving India's retail market. These include: increase in the young
working population, hefty pay-packets, nuclear families in urban areas, increasing working-women population, increase in disposable income and customer aspiration, increase in
expenditure for luxury items, and low share of organized retailing. India's retail boom is
manifested in sprawling shopping centers, multiplex- malls and huge complexes that offer
shopping, entertainment and food all under one roof.
But there is a flip side to the boom in the retail sector. It is feared that the entry of global
business giants into organized retail would make redundant the neighbourhood kiryana stores
resulting in dislocation in traditional economic structure. Also, the growth path for organized
retail in India is not hurdle free. The taxation system still favours small retail business. With the
intrinsic complexities of retailing such as rapid price changes, constant threat of productobsolescence and low margins there is always a threat that the venture may turn out to be a loss
making one.
A perfect business model for retail is still in evolutionary stage. Procurement is very vital
cog in the retail wheel. The retailer has to fight issues like fragmented sourcing, unpredictable
availability, unsorted food provisions and daily fluctuating prices as against consumer
expectations of round-the-year steady prices, sorted and cleaned food and fresh stock at all
times.
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Trained human resource for retail is another big challenge. The talent base is limited and with
the entry of big giants there is a cat fight among them to retain this talent. This has resulted in big
salary hikes at the level of upper and middle management and thereby eroding the profit margin
of the business. All the companies have laid out ambitious expansion plans for themselves and
they may be hampered due lack of requisite skill manpower.
But retail offers tremendous for the growth of Indian economy. If all the above challenges are
tackled prudently there is a great potential that retail may offer employment opportunities to
millions living in small town and cities and in the process distributing the benefits of economic
boom and resulting in equitable growth.
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Top 10 Retailers in India:
The Indian retail industry is valued at $270 billion, with organized retail cornering 4.5 %.
organized pie is expected to see a growth at a CAGR of 37 % (India Retail Report 2012)
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Top players:1. Pantaloon Retail:
It is headquartered in Mumbai with 450 stores across the country employing more than 18,000 people. It can boast of launching the first hypermarket Big Bazaar in India in 2001. An all-Indiaretail space of 5 million sq. ft. which is expected to reach 30 mn by 2010. It is not only thelargest retailer in India with a turnover of over Rs. 20 billion but is present across most retailsegments - Food & grocery ( Big bazaar, Food bazaar ), Home solutions ( Hometown, furniture
bazaar, collection-i), consumer electronics (e-zone), shoes ( shoe factory), Books: music & gifts( Depot ), Health & Beauty care services (Star, Sitara and Health village in the pipeline), e-tailing( Futurbazaar.com), entertainment ( Bowling co.)
One of their recent innovations include e-commerce’ hybrid format of ’small’ shops , the area
for these stores will be 150 sq. ft. fitted with 40 digital screens. Customers will be encouraged to browse through the entire range of products on digital screen. They will be able to place theorder, the delivery of which will be arranged by the shop to their homes within a few hours.
2. K Raheja Group: They forayed into retail with Shopper’s Stop, India’s first departmental store in 2001. It is the
only retailer from India to become a member of the prestigious Intercontinental Group of Departmental Stores (IGDS). They have signed a 50:50 joint venture with the Nuance Group for Airport Retailing. Shoppers Stop has 7, 52, 00 sq ft of retail space with a turnover of Rs 6.75 billion.
The first Hypercity opened in Mumbai in 2006 with an area of 1, 20,000 sq. ft. clocking grosssales of Rs. 1 billion in its first year.
Crossword brand of book stores, Homes stop a store for home solutions, Mother care a conceptstocking merchandise related to childcare are also owned by them. Recently, Raheja’s have
signed an MoU with the Home Retail Group of UK to enter into a franchise arrangement for the
Argos formats of catalogue & internet retailing.
The group has announced plans to establish a network of 55 hypermarkets across India with salesexpected to cross the US$100 million mark by 2010.
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3. Tata group: Established in 1998, Trent - one of the subsidiaries of Tata Group - operates Westside, a lifestyle
retail chain and Star India Bazaar - a hypermarket with a large assortment of products at thelowest prices. In 2005, it acquired Landmark, India's largest book and music retailer. Trent hasmore than 4 lakhs sq. ft. space across the country. Westside registered a turnover of Rs 3.58million in 2006.
Tata’s has also f ormed a subsidiary named Infiniti retail which consists of Croma, a consumer electronics chain. It is a 15000-17000 sq. ft. format with 8 stores as of September 2012.
Another subsidiary, Titan Industries, owns brands like “Titan”, the watch of India has 200
exclusive outlets the country and Tanishq, the jewellery brand, has 87 exclusive outlets. Their combined turnover is Rs 6.55 billion.
Trent plans to open 27 more stores across its retail formats adding 1.5 million sq ft of space inthe next 12 DLF malls.
4. RPG group:
One of the first entrants into organised food & grocery retail with Foodworld stores in 1996 andthen formed an alliance with Dairy farm International and launched health & glow (pharmacy &
beauty care) outlets. Now the alliance has dissolved and RPG has Spencer’s Hyper, Super, Dailyand Express formats and Music World stores across the country.
RPG has 6 lakh sq. ft. of retail space and has registered a turnover of Rs 4.5 billion in 2006.
It is planning to venture into books retail, with the launch of its own bookstores “Book s andBeyond” by the end of 2012. An IPO is also in the offering, with expansion to 450+MusicWorld, 50+ Spencer's hyper outlets covering 4 million sq. ft. by 2010.
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5. Landmark group: were launched in 1998 in India. Lifestyle is spread across six cities, covering 4.6 lakhs sq. ft.
with a turnover of Rs 3.5 billion in 2005. A new division named Lifestyle International hasemerged for their international brands business comprising Bossino, Kappa and Springfield intheir portfolio.
Their retail mix includes Home solutions (Home centre), fashion (lifestyle, landmark International), value retailing (max retail), hypermarkets & supermarkets (Max), kidsentertainment (Funcity).
They plan to invest Rs. 300 crores in the next two years to expand on Max chain, and Rs 100crores on Citymax 3 star hotel chain. They have already instituted a separate company christenedCitymax Hotels (India).
6. Piramal Group:
In September 1999, Piramal Enterprises announced their arrival into retail with the launch of three retail concepts: India's first true shopping mall of international standards, calledCrossroads; a lifestyle department store named Piramyd Megastore; and a family entertainment
centre known as Jammin. Piramyd Megastore and Jammin were anchor tenants for Crossroads(recently sold to Pantaloon for Rs 4 billion). In 2001, the group entered the business of food &grocery retail with the launch of TruMart supermarkets in Pune.
They have around 18 TruMart stores covering 1.90 lakh sq. ft. registering a turnover of Rs 37.6mn in 2005. Piraymd Megatsore’s contributes more than 70 % to their retail mix with a turnover
of Rs 112.8 mn. They plan to open 150 stores covering 75 mn sq ft of retail space in the next 5years.
7. Subhiksha Subhiksha is a Chennai-based, decade old, no frills, food, grocery, pharma and telecom, discountretail chain. ICICI Venture Capital holds 24% in the equity capital of Subhiksha. It has morethan 500 stores across the country covering a retail space of more than 1 million sq ft with aregistered turnover of Rs 3.34 bn in 2006. It has a planned investment of Rs.300 crores to rampup its operations to 1200 stores by 2008.
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New But Potential BIG Players
8. Bharti-Wal-Mart: Their plans include US$ 7 Billion investment in creating retail network in the country including100 hypermarkets and several hundred small stores. They have signed a 50:50 percent jointventure agreement with Wal-Mart. Wal-Mart will do the cash & carry while Bharti will do thefront-end.
9. Reliance: India’s most ambitious retail plans are by reliance, with investments to the tune of Rs. 30,000crores to set up multiple formats with expected sales of Rs 90,000 corers by 2012-13.
There are already more than 300 Reliance Fresh stores and the first Reliance Mart Hyper marthas opened in Ahmadabad. The next ones are slated to open at Jamnagar, followed by marts in
Delhi / NCR, Hyderabad, Vijayawada, Pune and Ludhiana.
10. AV Birla Group: They have a strong presence in apparel retailing through Madura garments which is subsidiary of Aditya Birla Nuvo Ltd. They own brands like Louis Phillipe, Van Heusen, Allen Solly, Peter England, Trouser town.
In other segments of retail, AV Birla Group has announced investment plans of Rs 8000 - 9000
crores in the first 3 years till 2012.
The acquisition of Trinethra (food & grocery) chain in the south has moved their tally to 400stores in the country. Their “More” range of 15 supermarkets are slated to open atHyderabad, Nashik, Pune and other tier II cities in Western India in 2012
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BIG BAZAAR AT AMEERPETHYDERABAD
STORE LOCATION
Big Bazaar :) HYDERABADAddress : MCH Number 8-3-949/1, GS 24, Old Gold Spot Building, Ameerpet,
Pin code : 500073State : Andhra PradeshPhone : 040 24618008
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BIG BAZAAR AT ABIDS,HYDERABAD
Big Bazaar
Address : MPM Shopping mall,AbidsPincode : 500012State : Andhra PradeshPhone : 040 - 6627 830/33
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BIG BAZAAR AT KACHIGUDA,
HYDERABAD
Big Bazaar :Kachiguda Address : Maheshwari Parmeshwari Shopping mall,
Pincode : 50007
State : Andhra PradeshPhone : 040 - 6627 830/33
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BIG BAZAAR AT,
Ahmadabad
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MERCHANDISE AT BIG BAZAAR, HYDERABAD
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DATA ANALYSIS
1. This store has modern-looking equipment and fixtures.
Basis Percentage
Strongly disagree 3
Somewhat disagree 6
Neutral 3
Somewhat agree 24
Strongly agree 63
Interpretation: As per the concern about the above chart that more than
4/5 th part of the respondent are strongly agree or somewhat agree that
this store has modern looking equipment and fixtures and approximately
half of the one part are neutral or disagree about the fact that this store
has modern-looking equipment and fixtures.
0
10
20
30
40
50
60
70
Strongly
disagree
Somewhat
disagree
Neutral Somewhat
agree
Strongly
agree
Percentage
Percentage
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2. Materials associated with this store’s service ( such as shoppingbags, catalogs, or statements ) are visually appealing.
Basis Percentage
Strongly disagree 0
Somewhat disagree 3
Neutral 33
Somewhat agree 39
Strongly agree 25
Interpretation: This pie chart shows that more than 3/5 th part of the
respondent are strongly agree or somewhat agree that material associated with this
store’s service (such as shopping bags, catalogs or statements) are visually
appealing. And 2/5 th part of the respondents has neutral or negative thought.
0
5
10
15
20
25
30
35
40
45
Strongly
disagree
Somewhat
disagree
Neutral Somewhat
agree
Strongly
agree
Percentage
Percentage
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3. The store layout at this store makes it easy for customers to find
what they need.
Basis Percentage
Strongly disagree 3
Somewhat disagree 6
Neutral 9
Somewhat agree 50
Strongly agree 32
Interpretation: This graph shows that maximum number of customers (more
than 4/5 th ) are satisfied with the store layout and they find out according to their
need but there are very few customers who are not satisfied with the store layout at
this store.
0
10
20
30
40
50
60
Strongly
disagree
Somewhat
disagree
Neutral Somewhat
agree
Strongly
agree
Percentage
Percentage
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4. The store layout at this store makes it easy for customers to move
around the store.
Basis Percentage
Strongly disagree 3
Somewhat disagree 9
Neutral 3
Somewhat agree 63
Strongly agree 22
Interpretation: According to above pie chart this is clear that maximum number
of customers who find proper space in this store to move around but not so much.
But some of them find that the particular outlet has enough space to move around
and they can find every product easily.
3%9% 3%
63%
22%
Percentage
Strongly disagree Somewhat disagree Neutral Somewhat agree Strongly agree
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5. This store provides plenty of convenient parking for customers.
Basis Percentage
Strongly disagree 12
Somewhat disagree 27
Neutral 9
Somewhat agree 21
Strongly agree 31
Interpretation: This graph shows that more than there are maximum number of
customers who are satisfied with the fact that this store provides plenty of
convenient parking for customers and approximately half of the respondents has
neutral and negative thinking about it.
0
5
10
15
20
25
30
35
Strongly
disagree
Somewhat
disagree
Neutral Somewhat
agree
Strongly
agree
Percentage
Percentage
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6. Employees in this store has the knowledge to answer customers
question.
Basis Percentage
Strongly disagree 6
Somewhat disagree 6
Neutral 24
Somewhat agree 54
Strongly agree 10
Interpretation: This graph shows that there are more than 60 % respondents
who are agree that employees in this store have knowledge to give answer to the
customers questions. And about 1/3 rd of the respondents are disagree or has
neutral thought
0
10
20
30
40
50
60
Strongly
disagree
Somewhat
disagree
Neutral Somewhat
agree
Strongly
agree
Percentage
Percentage
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7. The behavior of employees in this store instills confidence in
customers.
Basis Percentage
Strongly disagree 0
Somewhat disagree 15
Neutral 10
Somewhat agree 45
Strongly agree 30
Interpretation: The graph shows that there are maximum numbers of customers
who are happy with the behavior of the employees of the store but not so much as
sometimes the response of the employees doesn’t come according to their
expectation. There are some customers who are happy with the behavior of
employees in the store.
0
5
10
15
20
25
30
35
40
45
50
Strongly
disagree
Somewhat
disagree
Neutral Somewhat
agree
Strongly
agree
Percentage
Percentage
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8. Employees in the store give prompt service to the
customers.
Basis Percentage
Strongly disagree 3
Somewhat disagree 9
Neutral 6
Somewhat agree 48
Strongly agree 34
Interpretation: This graph shows that most of the customers are satisfied with
the services which are provided by the employees of this store immediately what
they want but sometimes they don’t get the service on time due to the lack of
availability of the products or some other reasons. But many of the customers
always gets the service on time according to their need.
0
10
20
30
40
50
60
Strongly
disagree
Somewhat
disagree
Neutral Somewhat
agree
Strongly
agree
Percentage
Percentage
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9. This store gives customers individual attention.
Basis Percentage
Strongly disagree 12
Somewhat disagree 24
Neutral 18
Somewhat agree 36
Strongly agree 10
Interpretation: This graph shows that the employees of the store give
attention to the customers individually and most of the customers are satisfied with
the behavior and attention of the employees of the store to, but sometimes it
becomes impossible for employees to give attention to every individual and some
of the customers are not satisfied with the service delivered by the employees.
Thus one should give the customer the required attention.
0
5
10
15
20
25
30
35
40
Strongly
disagree
Somewhat
disagree
Neutral Somewhat
agree
Strongly
agree
Percentage
Percentage
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10. The store offers high quality merchandise.
Basis Percentage
Strongly disagree 0
Somewhat disagree 9
Neutral 6
Somewhat agree 30
Strongly agree 55
Interpretation: The above pie chart shows that maximum number of customers
are satisfied with the merchandising of the particular store as they find every
product of every brand offering a high end quality merchandise. The effect of this
merchandise had created a important impact on the store efficiency.
0%
9%
6%
30%55%
Percentage
Strongly disagree Somewhat disagree Neutral Somewhat agree Strongly agree
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11. This store accepts most major credit cards.
Basis Percentage
Strongly disagree 3
Somewhat disagree 0
Neutral 24
Somewhat agree 10
Strongly agree 63
Interpretation:This above graph shows that maximum number of customers
use their credit cards in this store for transaction to get the services. But there are
some customers who don’t use credit cards, as they get the service in the store by
cash so they have no knowledge or interest.
0
10
20
30
40
50
60
70
Strongly
disagree
Somewhat
disagree
Neutral Somewhat
agree
Strongly
agree
Percentage
Percentage
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QUESTIONNAIRE
Respected Sir/Madam,
We are the student of Badruka college of commerce&Arts, Kachiguda doing a survey on customer services provided
by big bazaar, Kachiguda, Hyderabad.
This questionnaire is a part of survey being conducted to understand the services provided by Big Bazaar to their
customers.
Name : Age :
Gender Male Female
Marital status : Married Single
Strongly somewhat Neutral somewhat strongly
Disagree disagree agree agree 1. This store has modern-looking equipment __ __ __ __ __
and fixtures.
2. Materials associated with this store’s service __ __ __ __ __
(such as shopping bags, catalogs, or statements )
are visually appealing.
3. The store layout at this store makes it easy for __ __ __ __ __
customers to find what they need.
4. The store layout at this store makes it easy for __ __ __ __ __
customers to move around the store.
5. This store provides plenty of convenient parking __ __ __ __ __
for customers.
6. Employees in this store has the knowledge to answer __ __ __ __ __
customers question.
7. The behavior of employees in this store instills __ __ __ __ __
Confidence in customers.
8. Employees in the store give prompt service to the __ __ __ __ __
customers.
9. This store gives customers individual attention. __ __ __ __ __
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10. The store offers high quality merchandise. __ __ __ __ __
11. This store accepts most major credit cards. __ __ __ __ __
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CONCLUSION
1. There are many customers who are satisfied with the modern-looking equipments and fixtures
but there are 1/4 th customers who are not much satisfied. There are many customers who agree
with the materials provided by outlet.
2. There are 2/4 th customers who don’t find everything in the particular outlet always but more
than 1/4 th customers always find everything in the store.
3. There are many customers who find the proper space in the outlet to move and most of the
customers are satisfied with the parking facility.
4. There are many customers who are satisfied with the answers of the employees regarding their problems and there are not much satisfied with the behavior of employees.
5. There are maximum customers who are highly satisfied with their transaction in the store but
sometimes they find some faults. There are customers who agree that employees in the store give
prompt services but there are many customers who are not happy with the services provided by
the store.
6. There are many customers who find the individual attention of the employees but sometimes
they are not satisfied with the services and the behavior of the employees in the store.
7. There are maximum customers who are satisfied with the merchandising of the store and theyfind every product of brand in each category and shelf according to their choices.