final repoert

PROJECT REPORT

ON CONSUMER LOYALTY TOWARDS “BIG BAZAAR”

SUBMITTED BY,

MOHAMMED IJAS

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DECLARATION

I Mohammed Ijas (Reg. No. 071490328) 3rd year BBM student

of Srinivas Institute of Management Studies, Mangalore hereby declare

that this project report entitled “Customers Loyalty Towards Big Bazaar” is

my original work and has not been previously formed for the basis for degree,

diploma, associate ship, or other similar titles.

This project report is prepared under the guidance and

supervision of Mrs. Annette Sonia Chetan, lecturer in Srinivas Institute of

Management Studies.

PLACE: Mohammed Ijas

DATE:

1

ACKNOWLEDGEMENT

At the outset, I would like to thank almighty and my parents who

have blessed me at every stage of this project work.

I am deeply indebted to Mangalore University and Dr. P.S. Aithal,

Principal of Srinivas Institute of Management Studies for granting

me the permission for carrying out the project work.

The successful and timely completion of this project work has only

been possible because of the valuable guidance and encouragement

rendered by my guide, Mrs. Annette Sonia Chetan, faculty SIMS. She was an

inspiration and foundation of encouragement that has enabled me in

achieving excellence in my project.

I would be failing in my duties if I do not thank Mr. Sathish, H.R.

Manager, Big Bazaar, Mangalore for granting me the permission to

carry out project and his valuable guidance and suggestions for this project

work.

I am also thankful to all the respondents for their cooperation and

support during data collection.

Mohammed Ijas.

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TABLE OF CONTENT

Chapter Contents Page no.

1.

2.

3.

4.

5.

6.

7.

8.

INTRODUCTION

INDUSTRY PROFILE

ORGANISATION PROFILE

RESEARCH METHODOLOGY

ANALYSIS AND INTERPRETATION

FINDING, SUGESSTIONS AND

CONCLUSIONS

BIBLIOGRAPHY

ANNEXURE

08 – 20

21 – 29

30 – 43

44 – 49

50 – 72

73 – 77

78 – 79

80 - 84

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INDEX OF TABLES

TABLE

NO.TABLE TITLE PAGE

NO.

1.1 Age of customers 51

2.1 Gender of customers 52

3.1 Marital status of customers 53

4.1 Loyalty of customers of Big Bazaar 54

5.1 Source of information of Big Bazaar 55

6.1 Frequency of visit to Big Bazaar 56

7.1 Frequency of purchase at Big Bazaar 57

8.1 Plan of customers to purchase 58

9.1 Customers preference of Big Bazaar over competitors 59

10.1 Customer visit Big Bazaar because 60

11.1 Customers prefer Big Bazaar because 61

12.1 Period of being customers of Big Bazaar 62

13.1 Rating of customers regarding quality 63

14.1 Rating of customers regarding customer service 64

15.1 Rating of customers regarding pricing factor 65

16.1 Rating of customers regarding variety of products 66

17.1 Rating of customers regarding discount and offers 67

18.1 Rating of customers regarding arrangement and display 68

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19.1 Standards in terms of customer service in Big Bazaar 69

20.1 Customers repeatedly visit Big Bazaar because 70

21.1 Purchase made by customers with the opinion of 71

22.1 Preference of Big Bazaar as all time retail shop 72

INDEX OF CHARTS

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CHART

NO.

CHART TITLE PAGE

NO.

1.1 Age of customers 51

2.1 Gender of customers 52

3.1 Marital status of customers 53

4.1 Loyalty of customers of Big Bazaar 54

5.1 Source of information of Big Bazaar 55

6.1 Frequency of visit to Big Bazaar 56

7.1 Frequency of purchase at Big Bazaar 57

8.1 Plan of customers to purchase 58

9.1 Customers preference of Big Bazaar over competitors 59

10.1 Customer visit Big Bazaar because 60

11.1 Customers prefer Big Bazaar because 61

12.1 Period of being customers of Big Bazaar 62

13.1 Rating of customers regarding quality 63

14.1 Rating of customers regarding customer service 64

15.1 Rating of customers regarding pricing factor 64

16.1 Rating of customers regarding variety of products 66

17.1 Rating of customers regarding discount and offers 67

18.1 Rating of customers regarding arrangement and display 68

19.1 Standards in terms of customer service in Big Bazaar 69

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20.1 Customers repeatedly visit Big Bazaar because 70

21.1 Purchase made by customers with the opinion of 71

22.1 Preference of Big Bazaar as all time retail shop 72

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INTRODUCTION

CUSTOMER LOYALTY

Customer loyalty describes the tendency of a customer to choose

one business or product over another for a particular need. In the packaged

goods industry, customers may be described as being "brand loyal" because

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they tend to choose a certain brand of soap more often than others do. Note the

use of the word "choose" though; customer loyalty becomes evident when

choices are made and actions taken by customers. Customers may express high

satisfaction levels with a company in a survey, but satisfaction does not equal

loyalty. Loyalty is demonstrated by the actions of the customer; customers can

be very satisfied and still not be loyal.

Customer Loyalty has become a catch-all term for the end result of

many marketing approaches where customer data is used. You can say

Relationship Marketing or Database Marketing or Permission Marketing or

CRM, and what you are really talking about is trying to increase customer

loyalty - getting customers to choose to buy or visit more. Increased customer

loyalty is the result, the desired benefit of these programs. All of the above

approaches have two elements in common - they increase both customer

retention and the Lifetime Value of customers.

Customer loyalty is the result of well-managed customer retention

programs; customers who are targeted by a retention program demonstrate

higher loyalty to a business. All customer retention programs rely on

communicating with customers, giving them encouragement to remain active

and choosing to do business with a company.

Customer loyalty can be achieved in some cases by offering a

quality product with a firm guarantee. Customer loyalty is also achieved

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through free offers, coupons, low interest rates on financing, high value trade-

ins, extended warranties, rebates, and other rewards and incentive programs.

The ultimate goal of customer loyalty programs is happy customers who will

return to purchase again and persuade others to use that company's products or

services. This equates to profitability, as well as happy stakeholders.

Customer loyalty may be a one-time program or incentive, or an

ongoing group of programs to entice consumers. Buy-one-get-one-free

programs are very popular, as are purchases that come with rebates or free gifts.

Another good incentive for achieving customer loyalty is offering a risk free

trial period for a product or service. Also known as brand name loyalty, these

types of incentives are meant to ensure that customers will return, not only to

buy the same product repeatedly, but also to try other products or services

offered by the company.

For example, let us say you look at your most loyal customers and

find on average they buy or visit at least once every 30 days. Therefore, you

begin tracking these customers, and discover 20% of them "skip" their 30-day

activity. In addition, 90% of the 20% who skip never come back. You are

watching the erosion of customer loyalty right before your eyes. In addition, it

is too late to do anything about it, because they are already gone. You will

waste a tremendous amount of money trying to get them back. You have to

develop a way to identify high loyalty customers who are at risk, and take

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action before they leave you.

Diagrammatic Representation of Customer Loyalty

DEFINITIONS

Customer Loyalty can be defined as, “Feelings or attitudes that

incline a customer either to return to a company, shop or outlet to purchase

there again, or else to re-purchase a particular product, service or brand”.

Customer loyalty is defined as, “when an organization receives the

ultimate reward for the way it interacts with its customers. Loyal customers buy

more, buy longer and tell more people - that's true customer loyalty".

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According to “www.prenhall.com”, customer’s loyalty is defined

as, “Intended to reward a retailer's best customers, the ones with whom it wants

to form long-lasting relationships”.

According to “ecommerce.etsu.edu/Glossary.htm” customer’s

loyalty is defined as, “The degree of a customer staying with a specific vendor

or brand”.

IMPORTANCE OF CUSTOMERS LOYALTY

Purchase your products and services again and again over time

Increase the volume of their purchases

Buy beyond traditional purchases, across product lines

Refer your company's products and services to others

Become immune to the pull of the competition

Give your company the benefit of the doubt when something goes wrong.

It costs 7-10 times more to recruit a new customer than to keep an

existing one.

A gain in customer loyalty of only 5% can lift lifetime profits per

customer by as much as 95%

An increase in loyalty of just 2% is, in some sectors, equivalent to a 10%

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cost reduction.

CUSTOMER

A customer is the most important person in any business

A customer is not dependent upon us. We are dependent upon him.

A customer is not an interruption of our work. He is the sole purpose of

it.

A customer does us a favour when he comes in. We aren't doing him a

favour by waiting on him.

A customer is an essential part of our business--not an outsider.

A customer is not just money in the cash register. He is a human being

with feelings and deserves to be treated with respect.

A customer is a person who comes to us with his needs and his wants. It

is our job to fill them.

A customer deserves the most courteous attention we can give him. He is

the lifeblood of this and every business. He pays your salary. Without

him, we would have to close our doors. Don't ever forget it.

LEVELS OF CUSTOMERS

Dissatisfied customer: - Looking for someone else to provide product or

service.

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Satisfied customer: - Open to the next better opportunity.

Loyal customer: - Returns despite offers by the competition

ADVANTAGES OF CUSTOMER LOYALTY

Customer satisfaction is not an end in itself; it is a means to an end.

And that end is customer loyalty

Distinction between satisfaction and loyalty is important because

"satisfied" or "neither satisfied nor dissatisfied" customers can be easily

lured away by competitors. .

Customer loyalty is so important because of its tremendous effect on

sales and profits.

When loyalty increases, marketing investments become more

efficient. Increasing customer retention by five percent can raise profits

by 50 percent or more.

Loyal customers are also worth more than transients.

In marketing, nothing is worth more than high loyalty.

DISADVANTAGES OF CONSUMER LOYALTY

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No proper maintenance of customer loyalty.

Maintaining customer loyalty is expensive.

Customer retention is difficult task.

No updation of address and contact details of loyal customers.

Dissatisfaction of customers because of poor service rendered, quality

of products etc.

LOYALTY

In today’s competitive markets, organizations must deliver a

meaning that captures the heart and soul of their customers. Loyalty has to be

driven by a deep connection between customers and their suppliers-not some

feudalistic allegiance or obligation that is founded on inequality between

organizations and their buyers. It is the serious misunderstanding of the loyalty

concept among managers and senior executives, which has been responsible for

the many misguided strategies that have been devised in the name of securing

customer loyalty. Whether you are the leader of a country or a company, loyalty

has to be earned.

DEFINITION

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Loyalty can be defined as, “The act of binding yourself (intellectually or

emotionally) to a course of action; "his long commitment to public service";

"they felt no loyalty to a losing team"”.

CUSTOMER RETENTION

Customer Retention is the activity that a selling organization

undertakes in order to reduce customer defections. Successful customer

retention starts with the first contact an organization has with a customer and

continues throughout the entire lifetime of a relationship. A company’s ability

to attract and retain new customers, is not only related to its product or services,

but strongly related to the way it services its existing customers and the

reputation it creates within and across the marketplace.

Customer retention is more than giving the customer what they

expect; it is about exceeding their expectations so that they become loyal

advocates for your brand. Creating customer loyalty puts ‘customer value rather

than maximizing profits and shareholder value at the centre of business

strategy’. The key differentiator in a competitive environment is more often

than not the delivery of a consistently high standard of customer service.

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Diagrammatic Representation of Customer Retention

DEFINITION

According to ‘en.wikipedia.org’, Customer Retention can be

defined as, “the activity that a selling organization undertakes in order to reduce

customer defections”.

According to ICLP – the global loyalty-marketing agency

Customer Retention is defined as, “an imperative in modern business and a

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strategy whose objective is to keep a company’s customers and to retain their

revenue contribution. Primarily it aims to prevent customers from defecting to

alternative brands / going to the competition”.

BENEFITS OF CUSTOMERS RETENTION

Possibility of repeat business

This is probably the most obvious advantage of customer retention.

Effective services that lead to customer satisfaction will make your customer

coming back to you again, thus giving you repeat business. Repeat business is a

win-win proposition for the business / service provider and the customer. The

business reduces the cost of customer acquisition, while the customer reduces

the cost of finding a reliable vendor and thus saves on costs associated with

switching vendors.

Reduced costs for customer acquisition

Acquiring a customer has certain associated costs. These include the

costs associated with advertising, following up, sales demos, travel and meeting

costs etc. Having a repeat customer means that the customer is already aware of

your processes and can predict a certain quality of output, thus minimizing the

costs involved in new customer acquisition. Having a repeat customer also has

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the potential to open up another channel to advertise your business – word of

mouth. Word of mouth advertising / recommendations are perhaps the most

important outcome of having a satisfied customer.

Fostering greater interaction between business and customer

Today’s markets are increasingly moving away from mass produced

standard products and services, towards a more customized market, where

products and services are tailored to meet customers’ specific requirements.

Having a repeat customer is an opportunity for you to build a more focused

relationship based on your customers’ specific needs and requirements. Being

ensured of having a customer who comes back, you have more confidence to

suggest improvements, provide insights to better understand their needs and

consequently design products and services that are relevant. Having a repeat

business also provides an opportunity for the buyer and the seller to co-create

products and services.

Having more delighted customers

Effective customer retention strategies allow you to move from the

zone of customer satisfaction to customer delight. Studies have shown that

customer delight is achieved only when there is a perfect synergy between the

buyer and seller – when the seller understands exactly what the buyer needs and

the buyer understands what the seller can deliver exactly what he needs. If you

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are able to delight your customers, you have better chances of them coming

back to you, since they now know why you are different from the rest of

competition.

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INDUSTRY PROFILE

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INTRODUCTION

Almost everything we use in our daily lives including the food we

eat, the cloths we wear, and the things we need for our homes or for ourselves

are brought from retail stores. Goods are manufactured all over the world but

are ultimately sold to us through these retail stores. Retailing consists of the sale

of goods or merchandise from a very 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.

MEANING OF RETAIL

Retailing consists of all activities involved in the marketing of

goods and services directly to customers for their personal, family or household

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use. A retailer is any business organization that devices more than half of its

sales retailing. In simple words retail can be said as the sale of goods or to sell

the goods in small quantities directly to customers in retail quantities or at retail

prices.

DEFINITION

According to ‘en.wikipedia.org’, Retail can be defined as,

“Retailing 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 quantities

directly to final consumers”

THE INDIAN RETAIL INDUSTRY

The Indian retail industry is the fifth largest in the world.

Comprising of organized and unorganized sectors, India retail industry is one of

the fastest growing industries in India, especially over the last few years.

Though initially, the retail industry in India was mostly unorganized, however

with the change of tastes and preferences of the consumers, the industry is

getting more popular these days and getting organized as well. With growing

market demand, the industry is expected to grow at a pace of 25-30% annually.

The India retail industry is expected to grow from Rs. 35,000 Crore in 2004-05

to Rs. 109,000 Crore by the year 2010.

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GROWTH OF RETAIL COMPANYIES IN INDIA

Growth of Retail Companies in India exhibits the boom in the retail

industry in India over the years. The increases in the purchasing power of the

Indian middle classes and the influx of the foreign investments have been

encouraging in the Growth of Retail Companies in India.

Growth of Retail Companies in India is still not yet in a matured

stage with great potentials within this sector still to be explored. Apart from the

retail company like Nilgiri's of Bangalore, most of the retail companies are

sections of other industries that have stepped in the retail sector for a better

business. The Growth of Retail Companies in India is most pronounced in the

metro cities of India; however, the smaller towns are also not lagging behind in

this. The retail companies are not only targeting the four metros in India but

also is considering the second graded upcoming cities like Ahmedabad, Baroda,

Chandigarh, Coimbatore, Cochin, Ludhiana, Pune, Trivandrum, Simla,

Gurgaon, and others. The South Indian zone have adopted the process of

shopping in the supermarkets for their daily requirements and this has also been

influencing other cities as well where many hypermarkets are coming up day to

day.

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THE FUTURE OF RETAIL INDUSTRY IN INDIA

The retail industry in India is currently growing at a great pace and

is expected to go up to US$ 833 billion by the year 2013. It is further expected

to reach US$ 1.3 trillion by the year 2018 at a CAGR of 10%. As the country

has got a high growth rates, the consumer spending has also gone up and is also

expected to go up further in the future. In the last four year, the consumer

spending in India climbed up to 75%. As a result, the India retail industry is

expected to grow further in the future days. By the year 2013, the organized

sector is also expected to grow at a CAGR of 40%.

CHALLENGES FACED BY RETAIL INDUSTRY IN INDIA

The tax structure in India favours small retail business

Lack of adequate infrastructure facilities

High cost of real estate

Dissimilarity in consumer groups

Restrictions in Foreign Direct Investment

Shortage of retail study options

Shortage of trained manpower

Low retail management skill

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RETAIL FORMATS IN INDIA

Supermarkets: These are large self-servicing outlets offering products

from a variety of categories.

Mom-and-pop stores : They are family owned business catering to small

sections; they are individually handled retail outlets and have a personal

touch.

Departmental stores : They are general retail merchandisers offering

quality products and services.

Convenience stores : They are located in residential areas with slightly

higher prices goods due to the convenience offered.

Shopping malls : The biggest form of retail in India, malls offers

customers a mix of all types of products and services including

entertainment and food under a single roof.

E-trailers : These are retailers providing online buying and selling of

products and services.

Discount stores : These are factory outlets, which give discount on the

MRP.

Vending : it is a relatively new entry, in the retail sector. Here beverages,

snacks and other small items can be bought via vending machine.

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Category killers : These are small specialty stores, which offer a variety of

categories. They are known as category killers as they focus on specific

categories, such as electronics and sporting goods. These are also known

as Multi Brand Outlets or MBO's.

Specialty stores : They are retail chains dealing in specific categories and

provide deep assortment. Mumbai's Crossword Book Store and RPG's

Music World is a couple of examples.

MAJOR RETAILERS IN INDIA

Pantaloon:

Pantaloon is one of the biggest retailers in India with more than 450

stores across the country. Headquartered in Mumbai, it has more than 5 million

sq. ft retail space located across the country. It's growing at an enviable pace

and is expected to reach 30 million sq. ft by the year 2010. In 2001, Pantaloon

launched country's first hypermarket ‘Big Bazaar’. It has the following retail

segments:

Food & Grocery: Big Bazaar, Food Bazaar

Home Solutions: Hometown, Furniture Bazaar, Collection-i

Consumer Electronics: e-zone

Shoes: Shoe Factory

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Books, Music & Gifts: Depot

Health & Beauty Care: Star, Sitara

E-tailing: Futurebazaar.com

Entertainment: Bowling Company

Tata Group:

Tata group is another major player in Indian retail industry with its

subsidiary Trent, which operates Westside and Star India Bazaar. Established in

1998, it also acquired the largest book and music retailer in India ‘Landmark’ in

2005. Trent owns over 4-lakh sq. ft retail space across the country.

RPG Group:

RPG Group is one of the earlier entrants in the Indian retail market,

when it came into food & grocery retailing in 1996 with its retail Foodworld

stores. Later it also opened the pharmacy and beauty care outlets ‘Health &

Glow’.

Reliance Group:

Reliance is one of the biggest players in Indian retail industry. More

than 300 Reliance Fresh stores and Reliance Mart are quite popular in the

Indian retail market. It is expecting its sales to reach Rs. 90,000 crores by 2010.

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AV Birla Group:

AV Birla Group has a strong presence in Indian apparel retailing. The

brands like Louis Phillipe, Allen Solly, Van Heusen, and Peter England are

quite popular. It is also investing in other segments of retail. It will invest Rs.

8000-9000 crores by 2010.

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COMPANY PROFILE

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FUTURE GROUP

Future Group, led by its founder and Group CEO, Mr. Kishore

Biyani, is one of India's leading business houses with multiple businesses

spanning across the consumption space. While retail forms the core business

activity of Future Group, group subsidiaries are present in consumer finance,

capital, insurance, leisure and entertainment, brand development, retail real

estate development, retail media and logistics.

Led by its flagship enterprise, Pantaloon Retail, the group

operates over 12 million square feet of retail space in over 71 cities and towns

and 65 rural locations across India. The group owns several leading formats

including Pantaloons, Big Bazaar, Food Bazaar, Home Town, eZone and

Central. Pantaloon Retail was awarded the International Retailer of the Year -

2007, by the US-based National Retail Federation, the largest retail trade

association and the Emerging Market Retailer of the Year 2007 at the World

Retail Congress in Barcelona.

Future Group believes in developing strong insights on Indian

consumers and building businesses based on Indian ideas, as espoused in the

group's core value of 'Indian ness'. The group's corporate credo is, 'Rewrite

rules, Retain values’. The group’s speciality retail formats include supermarket

chain - Food Bazaar, sportswear retailer - Planet Sports, electronics retailer -

eZone, home improvement chain -Home Town and rural retail chain - Aadhaar,

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among others. It also operates popular shopping portal -www.futurebazaar.com.

PANTALOON RETAIL (India) Ltd.

Pantaloon Retail (India) Limited, is India’s leading retailer that

operates multiple retail formats in both the value and lifestyle segment of the

Indian consumer market. Headquartered in Mumbai (Bombay), the company

operates over 16 million square feet of retail space, has over 1000 stores across

73 cities in India and employs over 30,000 people.

The company’s leading formats include Pantaloons, a chain of

fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar,

a supermarket chain, blends the look, touch and feel of Indian bazaars with

aspects of modern retail like choice, convenience and quality and Central, a

chain of seamless destination malls. Some of its other formats include Brand

Factory, Blue Sky, Top 10 and Star, and Sitara. The company also operates an

online portal, futurebazaar.com.

Future Value Retail Limited is a wholly owned subsidiary of

Pantaloon Retail (India) Limited. This entity has been created keeping in mind

the growth and the current size of the company’s value retail business, led by its

format divisions, Big Bazaar and Food Bazaar.

The company operates 120 Big Bazaar stores, 170 Food Bazaar

stores, among other formats, in over 70 cities across the country, covering an

operational retail space of over 6 million square feet. As a focussed entity

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driving the growth of the group's value retail business, Future Value Retail

Limited will continue to deliver more value to its customers, supply partners,

stakeholders and communities across the country and shape the growth of

modern retail in India.

BIG BAZAAR

Big Bazaar is not just another hypermarket. It caters to every

need of your family. Where Big Bazaar scores over other stores is its value for

money proposition for the Indian customers.

At Big Bazaar, you will definitely get the best products at the best

prices - that is what we guarantee. With the ever-increasing array of private

labels, it has opened the doors into the world of fashion and general

merchandise including home furnishings, utensils, crockery, cutlery, sports

goods and much more at prices that will surprise you. In addition, this is just the

beginning. Big Bazaar plans to add much more to complete your shopping

experience.

The company operates 122 Big Bazaar stores in over 70 cities

across the country, covering an operational retail space of over 6 million square

feet. As a focussed entity driving the growth of the group's value retail business,

Future Value Retail Limited will continue to deliver more value to its

customers, supply partners, stakeholders and communities across the country

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and shape the growth of modern retail in India.

Big Bazaar has no doubt made a big name in the retail industry

of India. Moreover shopping here are 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 Bazaar products and accessories.

THE VARIETY 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 Bazaar is that there are all

time discounts and promotional offers going on in the Big Bazaar on its saleable

products.

THE SIGNIFICANT FEATURES OF BIG BAZAAR:

Shopping in the Big Bazaar 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 Bazaar are:

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The Food Bazaar or the grocery store with the department selling fruits and

vegetables

There is a zone specially meant for the amusement of the kids

Furniture Bazaar or a large section dealing with furniture’s

Electronics Bazaar 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 Bazaar at the same price from

home

Well regulated customer care telecalling services

BOARD OF DIRECTORS

Mr. Kishore Biyani, Managing Director

Mr. Gopikishan Biyani, Whole time Director

Mr. Rakesh Biyani, Whole time Director

Mr. Ved Prakash Arya Director, Operations & Chief Operating Officer

Mr. Shailesh Haribhakti, Independent Director

Mr. S Doreswamy, Independent Director

Dr. D O Koshy, Independent Director

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Ms. Anju Poddar, Independent Director

Ms. Bala Deshpande, Independent Director

Mr. Anil Harish, Independent Director

BIG BAZAAR, MANGALORE

A 32,000 square feet of shopping area and 160000 products-

indeed a treat to shoppers! That is what Mangalore's first Big Bazaar outlet

offers. From crockery, grocery to furniture made available under one roof, the

country's leading discount market opened its outlet in the Barath Mall at

KSRTC bus stand in Bejai on Friday April 21, 2006. The fourth Bazaar in

Karnataka, Mangalore's Big Bazaar is the sixth in South India and 27th in India.

A delight to avid shoppers, the hypermarket has the widest range of

products in every category including toys and gifts, fresh fruits and vegetables,

spices, food and grocery diary products, music cassettes and CDs and much

more. The store is a support to the homemaker’s constant effort to save the

maximum, while giving the best to the family.. The Big Bazaar also has a food

bazaar within the store and household items such as grains and provisions, fruits

and vegetables, confectionery, drinks and beverages, kitchen products and ready

to cook and ready to eat products are made available. All products will be

available at prices lower than maximum retail price (MRP) often up to 60 per

cent discount. In addition to this various offers, discounts and promotions will

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be regularly held at the store. The Mangalore Big Bazaar has 109 employees

which can be divided as follows,

1- Operation Manager.

3- Assistant Store Manager.

1- Department Manager.

6- Assistant Department Manager.

10- Team Leaders.

Rest are Operation Team and Back End Support Group

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ORGANISATION STUCTURE

BACK END SUPPORT

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OPERATION MANAGER

ASSISTANT STORE MANAGER

TRAINEE ASSISTANT STORE MANAGER

DEPARTMENT MANAGER

DEPARTMENTDATRAINEE DEPARTMENT MANAGER

ASSISTANT DEPARTMENT MANAGER

TEAM LEADER

OPERATION TEAM

The back end supporters of Big Bazaar are,

Cashiers

Logistics

Visual Merchandising

Human Resource

Administration

Maintenance

Information Technology

Customer Service Desk

MAJOR ACHIVEMENTS OF BIG BAZAAR

CNBC Awaaz Consumer Awards 2009

Most Preferred Multi Product Chain - Big Bazaar

Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar

Coca-Cola Golden Spoon Awards 2009

Most Admired Food & Grocery Retailer Of The Year

Indian Retail Forum Awards 2008

Best Retailer Of The Year ( Hypermarket) - Big Bazaar

Coca-Cola Golden Spoon Awards 2008

Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big

39

Bazaar

Most Admired Food & Grocery Retailer of the Year - Consumer's

Choice: Big Bazaar

Images Retail Awards 2007

Most admired retailer of the year: Large format, multi product store: Big

Bazaar

PC World Indian Website Awards 2007

Best Indian Website in The Shopping Category - Futurebazaar.com

Reader’s Digest Trusted Brands Platinum Awards 2007

Trusted Brands Platinum Award (Supermarket Category) – Big Bazaar


Best Value Retail Store – Big Bazaar

Best Retail Destination – Big Bazaar

Readers’ Digest Awards 2006

Platinum Trusted Brand Award - Big Bazaar

CNBC Awaaz Consumer Awards 2006

Most Preferred Large Food & Grocery Supermarket – Big Bazaar


Big Bazaar-Retailer of the Year(Value Retailing)

40

MILE STONES OF COMPANY

1987:

Company incorporated as Manz Wear Private Limited. Launch of

Pantaloons trouser, India’s first formal trouser brand.

199 l:

Launch of BARE, the Indian jeans brand.

1992:

Initial public offer (IPO) was made in the month of May.

1994:

The Pantaloon Shoppe – exclusive menswear store in franchisee format

launched across the nation. The company starts the distribution of

branded garments through multi-brand retail outlets across the nation.

1995:

John Miller – Formal shirt brand launched.

1997:

Company enters modern retail with the launch of the first 8000 square

feet store, Pantaloons in Kolkata.

2001:

41

Three Big Bazaar stores launched within a span of 22 days in Kolkata,

Bangalore and Hyderabad.

2002:

Food Bazaar, the supermarket chain is launched.

2004:

Central - India’s first seamless mall is launched in Bangalore.

2005:

Group moves beyond retail, acquires stakes in Galaxy Entertainment,

Indus League Clothing and Planet Retail.

2006:

Future Capital Holdings, the company’s financial is formed to manage

over $1.5 billion in real estate, private equity and retail infrastructure

funds. Plans forays into retailing of consumer finance products.

Home Town, a 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.

Forms joint ventures with US office stationery retailer, Staples.

42

2007:

Future Group crosses $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 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.

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 in the Indian capital markets.

Big Bazaar crosses the 100-store mark, marking one of the fastest ever

expansion of a hypermarket format anywhere in the world.

Total operational retail space crosses 10 million square feet mark.

Future Group acquires rural retail chain, Aadhar present in 65 rural

locations

43

RESEARCH

METHODOLOGY

\

Research methodology

44

Before starting any research, a preliminary plan has to drawn out;

this chapter presents a clear idea of research methodology. The level of research

conducted depending upon proper sampling, collection of data, keen

observation of the existing conditions, classification and interpretation of data

and at the end, suggestions and conclusion.

Title of study

“CUSTOMER LOYALTY TOWARDS BIG BAZAAR”

Objectives of study

Primary Objective

1. To find how consumers are loyal to the store.

2. To find whether the consumers are satisfied or not

Secondary Objective

1. To find how often they purchase

2. To find why do they prefer Big Bazaar.

45

Scope of the study

1. Study deals with the loyalty of consumers.

2. Study helps to understand how much a consumer is aware about the

company.

3. The study helps to know about the relationship between the company and

its customers.

4. The study helps to know about the consumer satisfaction.

5. The study helps the company to know about the preferences of customers.

6. The study helps the company to understand the rating of customers

regarding quality, price, and variety of products, customer service,

discounts and offers and arrangement and display of products.

Location of the study

The location of the study is at Big Bazaar Branch, Mangalore.

Sample design

The respondents of the study are customers of big bazaar.

Therefore, the data collected is flexible enough to get information about loyal

customers. The sample is randomly selected.

46

Sampling size

It refers to the number of customers to be selected from the

universe to constitute a sample size. The sample size considered for this study is

75 different customers of big bazaar.

Sampling method

Simple random sampling

The sampling size is selected randomly. This type of sampling is

also known as chance sampling or probability sampling where every customer

has equal chance of inclusion in the sample. In case of the study in big bazaar

the method used is simple random sampling.

Tools of analysis

The study was made on 75 customers of big bazaar and the data

was displayed in percentages and depicted in the form of tables and charts like

bar graph, pie chart etc...

Data collection method

The information collected was through the means of equal

contribution of primary as well as secondary sources.

47

Primary sources

A field of study was conducted and information was collected from 75

customers of big bazaar, which includes the age group from 15 to 60 and

above.

Questionnaire is a part of the primary method, it is used to know the

customers loyal rate towards big bazaar. The questions asked in

questionnaire was very specific and to the point and never deviated from

topic

Interaction with customers

Personal observation

Secondary sources

It is an alternative source used for conducting data i.e. from

Internet

Marketing related textbooks

Brochures

Company’s annual report and records

Limitation of study

48

The customers above the age group of 60 were not willing to fill the

questionnaire.

The available time for the study is limited.

The customers found it difficult to fill the questionnaire in between of

their purchases.

Customers prefer only to select an option and avoid mentioning

comments.

49

ANALYSIS AND

INTERPRETATION

1. Age of customers

50

Particulars No. of respondents Percentage

15 – 25 50 66.67

26 – 40 17 22.67

41 – 60 08 10.67

60 and above 0 0

Table 1.1

15 - 25

26 - 40

41 - 60

61 and above

0 10 20 30 40 50 60 70

66.67

22.67

10.67

0

AGE

Percentage

Age

Figure 1.1

From the above graphical representation 1.1, we can see that most

of the customers are aged from 15 – 25 (66.67%), that means most of the

customers are teenagers.

51

2. Gender of customer


Male 47 62.67

Female 28 37.33

Table 2.1

MALE

FEMALE

0 10 20 30 40 50 60 70

62.67

37.33

GENDER

Percentage

Gen

der

Figure 2.1

From the above figure 2.1, we can notice that most of the

customers are male (62.67%) compared to female (37.33%).

52

3. Marital status of customers


Single 53 70.67

Married 22 29.33

Table 3.1

SINGLE

MARRIED

0 10 20 30 40 50 60 70 80

70.67

29.33

MARITAL STATUS

Percentage

Mar

ital s

tatu

s

Figure 3.1

Here in this graphical representation 3.1, we can notice that most of

the customers as we noticed in age table are teenager’s therefore, here we can

notice that the unmarried customers (70.67%) is more compared to married

customers (29.33%)

53

4. Loyalty of customers of Big Bazaar


Yes 49 65.33

No 26 34.67

Table 4.1

65.33

34.67

YESNO

Figure 4.1

Figure 4.1, shows the loyalty of customers where we can notice

that most of the customers (65.33%) are satisfied and repeatedly visiting to the

store to the store.

54

5. Source of information of Big Bazaar


Media 27 36

Friends 38 50.67

Family 10 13.33

Others 0 0

Table 5.1

Media

Friends

Family

Others

0 10 20 30 40 50 60

36

50.67

13.33

0

SOURCE OF INFORMATION

Percentage

Sour

ce o

f inf

orm

atio

n

Figure 5.1

From the above 5.1, we can say that most of the customers are

aware of the store through friends (50.67%), and then from media (36%) and

only 13.33% of customers are aware from family.

6. Frequency of visit to Big Bazaar

55


Daily 04 5.33

Once in a week 19 25.33

Twice a week 07 9.33

Once in fortnight 11 14.67

Once in month 34 45.33

Table 6.1

Daily Once in a week

Twice a week Once in fortnight

Once in month

0

5

10

15

20

25

30

35

40

45

50

5.33

25.33

9.33

14.67

45.33

VISITING

Days

Percen

tage

Figure 6.1

From the above graphical representation 6.1, we can notice that

most of the customers (45.33%) visit store once in a month and around 25.33%

customers visit once in a week.

56

7. Frequency of purchases at Big Bazaar


Daily 02 2.67

Weekly 12 16

Fortnightly 09 12

Monthly 52 69.33

Table 7.1

Daily

Weekly

Fortnightly

Monthly

0 10 20 30 40 50 60 70

2.67

16

12

69.33

PURCHACING

Percentage

Day

s

Figure 7.1

Above figure 7.1, reveals that most of the customers purchase

monthly (69.33%), 16% and 12% of customers purchase weekly and fortnightly

respectively.

8. Plan of customers to purchase

57


Plan with certain budget 31 41.33

Plan without thinking of price 13 17.33

Without planning 31 41.33

Table 8.1

41.33

17.33

41.33

Plan with certain budget Plan without thinking of priceWithout planning

Figure 8.1

From the above graphical representation 8.1, we can notice that

41.33% of customers plan purchase with certain budget, and again 41.33% of

customers plan purchase without thinking of price and only 17.33% of

customers purchase without any planning.

58

9. Customers preference of Big Bazaar over competitors


Yes 25 33.33

No 18 24

Can’t say 32 42.67

Table 9.1

YES

NO

CAN'T SAY

0 5 10 15 20 25 30 35 40 45

33.33

24

42.67

PREFER OVER OTHER SHOPS

Percentage

Pre

fera

nce

Figure 9.1

From the above graph 9.1, we can see that customers are not sure

about preference over the competitors and they are unable to tell about it. In

addition, we can see that around 42.67% people opted for can’t say and rest

33.33% and 24% are yes and no respectively.

59

10. Customers visit Big Bazaar because


To make purchase 43 57.33

Just for window shopping 27 36

Any other 05 6.67

Table 10.1

57.3336

6.67

Make purchaseWindow shoppingAny other

Figure 10.1

From the above figure 10.1, we can notice that 57.33% customers

visit store for purchasing and 36% of customers visit just for window-shopping

and only 6.67% customer’s visit just for time pass.

60

11. Customers prefer Big Bazaar because


Good customer service 17 22.67

Reasonable prices 23 30.67

Quality products 24 32

Location 10 13.33

Any other 01 1.33

Table 11.1

Good customer service

Reasonable prices

Quality product

Location

Any other

0 5 10 15 20 25 30 35

22.67

30.67

32

13.33

1.33

PREFER BECAUSE

Percentage

Pre

fera

nce

Figure 11.1

Here in this graphical representation 11.1, clearly states why

customers mostly visit Big Bazaar. Here in this table we can see that 32% of

customers visit because of quality product and other two reasons why customers

prefer Big Bazaar because of reasonable price and good customer service i.e.

30.67% and 22.67% respectively.

61

12. Period of being customers of Big Bazaar

Particular No. of respondents Percentage

From 1 month 02 2.67

From 6 months 08 10.67

From 1 year 19 25.33

From 2 years 28 37.33

From commencement year 18 24

Table 12.1

From 1 month

From 6 months

From 1 year

From 2 year

From commencement

0 5 10 15 20 25 30 35 40

2.67

10.67

25.33

37.33

24

PERIOD OF BEING CUSTOMERS

Percentage

Yea

r

Figure 12.1

From the above figure 12.1, we clearly get the detail about people

of sample being customer of Big Bazaar. Here we can notice that 37.33% of the

peoples are being customers from 2years and 25.33% and 24 % are from 1year

and year of commencement respectively.

62

13. Rating of customers regarding quality


Very good 08 10.67

Good 41 54.67

Average 23 30.67

Below average 0 0

Poor 03 4

Table 13.1

Very good Good Average Below average Poor0

10

20

30

40

50

60

10.67

54.67

30.67

04

QUALITY

Rate

Per

cen

tage

Figure 13.1

Here in this graph 13.1, we can see that 54.67% customers say that

the quality is good, 30.67% customers say its average, and only 10.67%

customers say it is very good but some dissatisfied customers say it is poor.

63

14. Rating of customers regarding customer service


Very good 21 28

Good 37 49.33

Average 14 18.67

Below average 01 1.33

Poor 02 2.67

Table 14.1


10

20

30

40

50

60

28

49.33

18.67

1.33 2.67

CUSTOMER SERVICE

Rate

Per

cen

tage

Figure 14.1

From the above graph 14.1, it is clear that customer service is good

according to the 49.33% of customers and 28% customers says its very good

and 18.67% customers say its average and 1.33% and 2.67% of dissatisfied

customers say its below average and poor respectively.

64

15. Rating of customers regarding price factor


Very good 08 10.67

Good 30 40

Average 31 41.33


Poor 01 1.33

Table 15.1


5

10

15

20

25

30

35

40

45

10.67

40 41.33

6.671.33

PRICING FACTOR

Rate

Per

cen

tage

Figure 15.1

Here in this figure 15.1, 41.33% of customers rate average and

40% of customers rate good and 10.67% of customer’s rate very good and

6.67% and 1.33% of customer’s rate below average and poor for price factor.

65

16. Rating of customers regarding variety of products


Very good 16 21.33

Good 45 60

Average 12 16


Poor 01 1.33

Table 16.1


10

20

30

40

50

60

70

21.33

60

16

1.33 1.33

VARIETY OF PRODUCTS

Rate

Per

cen

tage

Figure 16.1

From the above figure 16.1, we can say that 60% of customers

prefer as good and 21.33% and 16% of customers prefer as very good and

average respectively, and 1.33% of customers prefer for both below average and

poor respectively for variety of products.

66

17. Rating of customers regarding discounts and offers


Very good 17 22.67

Good 34 45.33

Average 22 29.33


Poor 01 1.33

Table 17.1


5

10

15

20

25

30

35

40

45

50

22.67

45.33

29.33

1.33 1.33

DISCOUNTS & OFFERS

Rate

Per

cen

tage

Figure 17.1

According to graph 17.1, we can notice that 45.33% of customers

say discount and offers are good and 29.33% of customers say it is average and

22.67% of customers say that it is very good and only 1.33% of customers say it

is below average and poor respectively.

67

18. Rating of customers regarding arrangement and display of

products


Very good 26 34.67

Good 41 54.67

Average 08 10.67

Below average 0 0

Poor 0 0

Table 18.1

Very good Good Average Below average

Poor0

10

20

30

40

50

60

34.67

54.67

10.67

0 0

ARRANGEMENT AND DISPLAY

Rate

Per

cen

tage

Figure 18.1

Here in this figure 15.1, 54.67% of customer’s rate as good and

34.67% of customer’s rate as very good and 10.67% of customer’s rate average

for arrangement and display and none of the customers dissatisfied by

arrangement and display.

19. Standards in terms of customer service at Big Bazaar

68


Increased 14 18.67

Its improving 47 62.67

It’s the same 13 17.33

Decreased 01 1.33

Table 19.1

18.67

62.67

17.33

1.33

IncreasedIts improvingIt’s the sameDecreased

Figure 19.1

From above graph 19.1, 62.67% of customers say that standard in

terms of customer satisfaction is improving and 18.67% and 17.33% of

customers say increased and it’s the same respectively and only 1.33% of

customers say it’s decreased.

69

20. Customers repeatedly visit Big Bazaar because


Good customer service 15 20

Reasonable prices 20 26.67

Quality products 20 26.67

Offers 14 18.67

Any other 06 8

Table 20.1

Good customer service

Reasonable prices

Quality products

Offers

Any other

0 5 10 15 20 25 30

20

26.67

26.67

18.67

8

REPEATED VISIT

Percentage

Pre

fera

nce

Figure 20.1

From the above figure 20.1, it is clear that 26.67% of customers

visit Big Bazaar repeatedly because of quality products and reasonable price

and 20% of customers visit because of good customer service. Only 18.67% of

customers visit because of offers and only 8% of them visit for other reasons

like location environment etc.

70

21. Purchases made by customers with the opinion of


Family 17 22.67

Friends 45 60

Colleagues 09 12

Others 04 5.33

Table 21.1

22.67

60

125.33

FamilyFriendsColleaguesOthers

Figure 21.1

From the above figure 21.1, we can see that 60% of customers

purchase with the opinion of friends, 22.67% of customers purchase with the

opinion of family members, 12% customers purchase with the opinion of

colleagues and 5.33% of customers purchase without anyone’s opinion.

22. Preference of Big Bazaar as all time retail shop

71


Yes 38 50.67

No 13 17.33

Can’t say 24 32

Table 22.1

50.67

17.33

32

YESNOCAN'T SAY

Figure 22.1

From the above graphical representation 22.1, 50.67% of

customers are satisfied and they say Big Bazaar will be their all time retail shop

and32% of customers are not sure of it and 17.33% of customers say Big Bazaar

wont be theirs all time retail shop.

72

FINDING, SUGGESTIONS

AND CONCLUSION

FINDINGS

73

1) First of all, most of the customers are loyal to the ‘Big Bazaar’

2) Most of the customers get information about the ‘Big Bazaar’ by friends

and some of them by media and some by family members,

3) Customers prefer to visit and purchase once in a month from ‘Big

Bazaar’.

4) Most of the customers do not plan before purchasing.

5) Many numbers of customers are not sure about their preference of ‘Big

Bazaar’ over competitors.

6) By this study we understand that, all most 60% of customers come to

purchase at ‘Big Bazaar’. Moreover, around 35% of customers come to

store just to roam or time pass.

7) Some customers prefer to visit ‘Big Bazaar’ because they almost get all

items under one roof.

8) As per the study, most of the customers prefer to purchase fashion

products and footwear items.

9) Most of the married women prefer to visit ‘Big Bazaar’ to purchase home

appliances and grocery items.

10) An average number of customers visit ‘Big Bazaar’ to purchase items like

stationary, electronics, gamming materials etc.

11) A large number of customers visit ‘Big Bazaar’ because of quality

products and reasonable prices.

12) At an average, all are aware of ‘Big Bazaar’ for more than 2 years.

74

13) Most of the customers are satisfied with the all the factors like customer

service, price, variety of products, arrangement and display, quality,

discounts and offers but some feel ‘Big Bazaar’ charges high price and

provide not quality products.

14) As per the study it is clear that, large number of customers feel ‘Big

Bazaar’ is, improving in its customer’s service compared to past days.

15) Customers are highly satisfied with reasonable prices and quality of

products, so they wish to visit ‘Big Bazaar’ repeatedly.

SUGGESTIONS

75

1) Although customers are satisfied with the all factors like customer

service, price, variety of products, arrangement and display, quality,

discounts and offers, then too the company has to improve more in all

factors so that company can retain dissatisfied customers.

2) It is true that study says, more number of customers loyal to the store, in

addition to this company has to try to retain the customers who are not

loyal to the store.

3) Customers prefer to visit the store repeatedly because of quality products

and reasonable prices, so company has to try to improve on it.

4) Company should provide some special offers etc to retain dissatisfied

customers and make them loyal to the store.

CONCLUSION

76

By concluding, it can be said as ‘Big Bazaar’ has created its name

in the minds of large number of customers not only in Mangalore but also in

every part of India. The study on consumer loyalty towards ‘Big Bazaar’ has

given lots of knowledge about the topic. Because of the study, I got more

knowledge about ‘Big Bazaar’, which would have never interested to notice

about it. At last, I can just say that, I got wide knowledge about the topic and I

would not have come across such large number of customers in my lifetime.

77

BIBLIOGRAPHY

BOOKS REFERED

78

A

B

C

FROM INTERNET

www.futurebazaar.com

www.pantaloon.com

www.bigbazaar.com

www.google.com

www.enwikipedia.org

www.prenhall.com

www.mangalore.com

79

http://www.prenhall.com/

http://www.google.com/

http://www.bigbazaar.com/

ANNEXURE

QUESTIONNAIRE

Respected sir/madam,

80

I am Mohammad Ijas, 3 rd year student of BBM from Srinivas Institute of management studies. I am conducting a study on “customer loyalty towards Big Bazaar” as a part of our curriculum. Kindly request you to spare some time in filling up this questionnaire, wherever boxes provided put a mark , wherever there are blank lines kindly fill the blanks with your comment. I assure you that all the data collected will be kept strictly confidential and will be used for academic purpose only.

AGE15 – 25 26 – 40 41 – 60 61 and Above

GENDERMALE FEMALE

MARITAL STATUSSINGLE MARRIED

1. Are you a loyal customer of “Big Bazaar”?YES NO

2. How did you come to know about “Big Bazaar”?Media Friends

Family Others (please specify) ____________

3. How often do you visit “Big bazaar”?Daily Once in a weekTwice a week Once in fortnightOnce in a month

4. How often do you purchase at “Big Bazaar”?Daily WeeklyFortnightly Monthly

5. How do you plan your purchase at “Big Bazaar”?Do you plan with certain budget?Do you plan of product without thinking of price?Make a purchase without planning

6. Do you prefer “Big Bazaar” over other shops?

81

Yes (Please comment why) ________________________________________________________________________________________________________________________________

NoCan’t say

7. You visit “Big Bazaar” because,To make purchase Just for window-shoppingAny other (Please mention)

________________________________________________________________________________________________________________________________

8. What type of product do you prefer in “Big Bazaar”? (Choose any no.)Home appliances GroceryFashion ElectronicsGamming material StationaryAny other (Please mention)

________________________________________________________________________________________________________________________________

9. You prefer “Big Bazaar” because of,Good customer service Reasonable pricesQuality product LocationAny other (Please mention)

________________________________________________________________________________________________________________________________

10. Which product you specifically buy from “Big Bazaar” and why?________________________________________________________________________________________________________________________________________________________________________________________________

11. For how long you have been the customer of “Big Bazaar”?From 1month From 6 months From 1 year From 2 yearsFrom the year of commencement

82

12. How would you rate the ‘quality’ provided at “Big Bazaar”?Very good GoodAverage Below averagePoor

13. How would you rate the ‘customer service’ provided at “Big Bazaar”?Very good GoodAverage Below averagePoor

14. How would you rate the ‘pricing factor’ of “Big Bazaar”?Very good Good Average Below averagePoor

15. How would you rate ‘variety of products’ provided by “Big Bazaar”?Very good GoodAverage Below averagePoor

16. How would you rate ‘discounts and offers’ provided at “Big Bazaar”?Very good GoodAverage Below averagePoor

17. How would you rate ‘arrangement and display of products’ at “Big Bazaar”?Very good GoodAverage Below averagePoor

18. Do you think “Big Bazaar” has raised its standards in terms of customer service?

Increased It is improvingIt is the same Decreased

83

19. What makes you to visit “Big Bazaar” repeatedly?Good customer serviceReasonable pricesQuality productsOffers Any other (Please mention)

________________________________________________________________________________________________________________________________

20. You prefer to purchase at “Big Bazaar” by seeking the opinion of,Family FriendsColleaguesOthers (Please mention)

________________________________________________________________________________________________________________________________

21. Will “Big Bazaar” be my ‘All Time’ retail shop to make purchase?Yes NoCan’t say

Thank you for your cooperation.

84

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