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INDUSTRY PROFILE

Retail is India’s largest industry, accounting for over 10 percent of the country’s GDP

and around 8 percent of the employment. Retail industry in India is at the crossroads. It has

emerged as one of the most dynamic and fast paced industries with several players entering

the market. But because of the heavy initial investments required, break even is difficult to

achieve and many of these players have not tasted success so far. However the future is

promising; the market is growing, government policies are becoming more favorable and

emerging technologies are facilitating operations.

Retailing in India is gradually inching its way toward becoming the next booming

industry. The whole concept of shopping has altered in terms of format and consumer buying

behavior, ushering in a revolution in shopping in India. Modern retail has entered India as

seen in sprawling shopping centers, multi-stored malls and huge complexes offer shopping,

entertainment and food all under one roof. The Indian retailing sector is at an inflexion point

where the growth of organized retailing and growth in the consumption by the Indian

population is going to take a higher growth trajectory. The Indian population is witnessing a

significant change in its demographics. A large young working population with average age

of 24 years, nuclear families in urban areas, along with increasing working-women

population and emerging opportunities in the services sector are going to be the key growth

drivers of the organized retail sector in India.

KLE’S BBA COLLEGE CHIKODI

COMPANY PROFILE

Mr. Kishore Biyani CEO, Future Group.


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, AFL, 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 152 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 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.

A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town,

a large-format home solutions store, Collections, selling home furniture products and e Zone

focused on catering to the consumer electronics segment.

Pantaloon Retail is the flagship company of Future Group, a business group catering to the

entire Indian consumption space.


http://www.futurebazaar.com/

Big Bazaar

Big Bazaar is a chain of shopping malls in India currently with 152 outlets, owned by the

Pantaloon Group. It works on same the economy model as Wal-Mart and has had

considerable success in many Indian cities and small towns. The idea was pioneered by

entrepreneur Kishore Biyani, the head of Pantaloon Retail India Ltd.

Big Bazaar stores in Metros have a gaming area and kids play area for entertainment.

Cities where stores are located.

Agra Ahmadabad Allahabad Ambala Asansol

Bangalore Bhubaneswar Chennai Coimbatore Palakkad

Kolkata Delhi Durgapur Ghaziabad Gurgaon

Hyderabad Indore Lucknow Kanpur Mangalore

Mumbai Nagpur Nasik Panipat Pune

Rajkot Surat Thane Thiruvananthapuram

Vishakhapatnam Belgaum etc.

Big Bazaar is not just another hypermarket. It caters to every need of customer’s family.

Where Big Bazaar scores over other stores is its value for money proposition for the Indian

customers.

At Big Bazaar, customer will definitely get the best products at the best prices -- that’s

what Big Bazaar 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 customer. And this

is just the beginning. Big Bazaar plans to add much more to complete customers shopping

experience to find out where customer can shop at the Big Bazaar closest to customer.


VISION

Future group shall deliver everything, everywhere, every time for every Indian

consumer sin the most profitable manner.

MISSION

We share the vision and belief that our customers and stakeholders shall be

served only by creating and executing future scenarios in the consumption space leading to

the economic development.

We will be the trendsetters in evolving delivery formats, creating retail realty, making

consumption affordable for all customer segments for classes and for

masses.

We shall ensure that our positive attitude, sincerity, humanity and united

determination shall be the driving force in making us a success.


ORGANIZATIONAL CHART


Store Manager Asst Store Manager Dept ManagerAsst DM Team Leader Team MemberHR ManagerVisual MerchandisingAsst DM Administration MaintenanceHousekeepingInfo SecurityMarketing Sales Manager Cashier CSD

PRODUCT PROFILE

a) NBD (New Business Development)

1) Watches

2) Sunglasses

3) Auto accessories

4) Car audio systems

b) Mobile Bazaar:

1) All kinds of mobile handsets ranging

from Rs 1000 to Rs 25000 of different

companies.

2) All mobile accessories

3) All major prepaid SIM cards

4) All post paid connections

5) Cordless phones & landline phones.

c) Sitara:

1) Cosmetics

2) Fragrances

3) Herbals

4) Pharmaceuticals

d) Star

1) Bangles

2) Jewelry sets

3) Bracelets

4) Hair Accessories

5) Bindies

6) Chins


Plastics, Utensils, Crockery (PUC)

e) Plastics:

1) Buckets

2) Casseroles

3) Containers

4) Boxes

7) Jugs & sippers

8) Bottles & Mugs

f) Utensils:

1) Plates, Bowls, Glasses

2) Non stick Cookware’s

3) Kitchen Tools

4) Tiffin Boxes

g) Crockery:

1) Crockery cutlery

2) Trolleys

3) Dinner sets

4) Wine, Juice Glasses

h) Luggage:

1) Travel bags

2) Trolleys

3) School & College Bags

4) Ladies purse & bags

5) Suitcase


Apparels Department

a) Ladies Wear:

1)Ethnics

2) Accessories

3) Western wear’s

BRANDS

1)DJ&C

2)Spunk

3)Shyla

4)Shristi

5)Lee cooper

b) Men’s wear

1)Formal

2)Casual

3)Jeans

4)Accessories

BRAND

1)Lee cooper

2)Spunk

3)DJ&C

4)Shataranj

5)Knighthood

6)Buffalo


A) Footwear Department:

1) Sports shoes

2) Casual shoes

3) Formal shoes

4) Men’s sandals

5) Ladies sandals

6) Ladies casuals

7) Ladies Fancy slippers

8) Children shoes

9) Children sandals

B) Furniture Bazaar:

1) Bedroom Accessories

2) Hall Accessories ( Chairs, Tables etc)

3) Mattresses

4) Dressing Table

5) Wardrobe, Almirah etc

C)Home Linen Department:

1) Bed sheets, Bed spreads, Pillows, Pillow

covers Blanket etc

2) Towels, Napkins, Yellow duster

3) Curtains, Mats, Table mats, mosquito

nets etc

4) Carpets, Cushion covers, Razai

5) Shopping bags, Fridge covers, Washing

machine covers, woven covers, T.V covers,

Saree covers, C.D Pouch, Shoe Covers etc

BRANDS

1)Bombay Dyeing

2)Dream line 3)easy life

D) Home Decor:

1) Flower Vase

2) Artificial Flowers,

3) Candle stand

4) Umbrellas

5) Photo Frames

6) Frame & Wall Paintings

7) Assorted Color Stones

8) Water Falls (artificial)

9) Birthday items


Food Bazaar

A) Beverages:

1) Soft drinks

2) Mineral water

3) Health drinks

4) Fruit Juices

5) Frozen items

B) Staples Dept:

1) Dals, Rice, Wheat, Ragi etc,

2) Atta, Rava items, Sugar, Salt etc

3) Cooking Oils, Masala items

4) Dry fruits

5) Ready to cook foods & mixes

6) Spices

7) Breakfast Cereals

C)Fruits & Vegetables:

All kinds of fruits and vegetables at the

lowest prices.

E)Confectionaries:

1) All kinds of Chocolates and

2) Cakes and other sweets

D) Process Dept:

1) Health drinks

2) Ready to eat

3) Corn flakes, Chips

4) Soups, Bread items, Pickle

5) Instant mixes

6) Spreads


Home Care:

1) Phenyl, Detergents etc

2) Washing powder etc

3) Dish wash, Tissue papers

4) Scratch, Shoe cases, Fresh wrap

Electronic Bazaar

1) Televisions, DVD Players

2) Home Theatre Systems, Audio Systems

3) Refrigerators

4) Washing Machines

5) Microwave Owen

6) Mixers, Irons & Grinders

7) Computers, Laptops, Printers &

Computer accessories

8) Juicers etc


AREA OF OPERATION

The total area operation of Big Bazaar is 52 sq ft. retailing operation contains 38 sq ft.

Most Big Bazaar stores are multi-level and are located in stand-alone buildings in city centers

as well as within shopping malls. These stores offer over 200,000 SKUs in a wide range of

categories led primarily by fashion and food products. Food Bazaar, a supermarket format

was incorporated within Big Bazaar in 2002 and is now present within every Big Bazaar as

well as in independent locations. A typical Big Bazaar is spread across around 50,000 square

feet (4,600 m2) of retail space. While the larger metropolises have Big Bazaar Family centers

measuring between 75,000 square feet (7,000 m2) and 160,000 square feet (15,000 m2), Big

Bazaar Express stores in smaller towns measure around 30,000 square feet (2,800 m2). Big

Bazaar has the facility to purchase products online through its official web page, and offers

free shipping on some of their products.

COMPITITATION INFORMATION

The main competitors for Big Bazaars at Belgaum

Reliance fresh

More

Local retailers.


SWOT ANALYSIS

1. Strengths

Everyday attractive discounts

Point of purchase

Experience marketing team executive staff

Emphasis on providing total customer satisfaction

Variety of stuff under single roof

Maintain good employee-employer relationship

2. Weakness

Unable to meet store targets

Unavailability of popular brands.

3. Opportunities

Population of country is growing where the scope of market is kept on increasing for

organized retail sector.

Evolving consumer preference.

4. Threats

Competition from organized retail players who are in market and are emerging.

Competition from local retailers.


LEARNING EXPERIENCE

My overall experience was very nice. Big bazaar is a hyper market. I got opportunity

to peruse my project. I have learnt lot many things there such as the Corporate Culture,

maintaining better customer relationships and quarries. My communication skill has

improved the main thing I got to know there about product knowledge.


PART-B

STATEMENT OF THE PROBLEM:-

CUSTOMER SERVICES WITH REFERENCE TO

BIG BAZAAR

Providing a better service to the customers is very important for every business, by

providing good services they can keep existing customers as well as increase the number of

customers. My job was to study about the services which are provided by big bazaar, and to

analyse the customers view regarding the services of big bazaar.

2. OBJECTIVE OF THE STUDY:-

1. To analyze how the mix influence the customer satisfaction level.

2. To determine the current status of big bazaar.

3. To study the satisfaction level of customers with regard of big bazaar.

4. To find out the buying behavior of the customers coming in to Big Bazaar.

5. To identify main competitors of Big Bazaar with regard to services.


LIMITATIONS OF THE STUDY:

The study is only for the big bazaar confined to a particular location and a very small sample

of respondents. Hence the findings cannot be treated as representative of the entire retail

industry.

Respondents may give biased answers for the required data. Some of the respondents did not

like to respond.


3. METHODOLOGY:-

Sources of Data

Primary Source- The primary data was collected by means of a survey. Questionnaires

were Prepared and customers of the big bazaar were approached to fill up the questionnaires.

The questionnaire contains 9 questions which reflect on the type and quality of Services

provided by the Big bazaar to the customers. The response of the customer is recorded on a

grade scale of agree, disagree, Excellent, good, average, fair, poor for each question. The

filled up information was later analyzed to obtain the required interpretation and the findings.

Secondary Source- In order to have a proper understanding of the customer service

of Big Bazaar a depth study was done from the various sources such as books a lot of data is

also collected from the official websites of the big bazaar and the articles from various search

engines like Google, yahoo.com.

RESEARCH SAMPLE

SAMPLING PLAN:

Sampling Units: Customers of Big bazaar.

Sample Technique: Simple Random Sampling.

Research Instrument: Questionnaire.

Contact Method: Personal Interview.

SAMPLE SIZE:

The survey was conducted in the city of Belgaum at big bazaar, with 100 customers as

respondent.

DATA COLLECTION TOOL:

Data is collected from various customers through personal interaction. Some other

information is collected through secondary data also. Data was collected through a

questionnaire,


DATA ANALYSIS

1. Staff was available in timely manner?

Sl, no Frequency Percentage

1 Excellent 22 22%

2 good 63 63%

3 average 14 14%

4 fair 1 1%

5 poor O 0%

INTERPPPRETATION:-

Total sample size was 100. Here analysis shows that among the total respondents 63%

people agreed with this statement. They think that Big Bazaar staff was available in a timely

manner. 22% people rate this statement as excellent. Also 14% & 1% respondents rate it as

average and fair.


22%

63%

14% 1%

staff was available in timly manner

exellentgood averagepoorfair

2. Staff greeted you and offered to help you.

SI.NO FREQUENCY PERCENTAGE

1.Execellent 33 33%

2.good 43 43%

3.average 19 19%

4.fair 02 2%

5.poor 03 3%

33%

43%

19%2% 3%Chart Title

exellentgoodaveragefairpoor

INTERPRETATION

Employees in Big bazaar are willing to help you. With this statement more respondent give

Weightage to good. Good were 43 people i.e. 43% respondents, 33 people i.e. 33%

Respondents agreed with excellent, 19% average, 2% and 3% respectively fair and poor.

3. Staff answered your question.

Si. No. frequency Percentage


1.excellent 32 32%

2.good 48 48%

3.average 15 15%

4.fair 04 4%

5.poor 01 1%

32%

48%

15%

4% 1%

answer from staffexcellent good average fair poor

INTERPRETATION:-

From my analysis I found that 48% respondents agreed that employees of big bazaar have

Complete knowledge to answer their questions. 32% respondents rate it as excellent to this

Statement and 15% to average, 4% to fair and 1% to poor.


4. Your complaints are constructively handled?

Si. No Frequency Percentage

Agree 90 90%

disagree 10 10%

90%

10%

Handling customers complaintsagree disagree

INTERPRETATION:-

When you have a problem, big bazaar shows most interest in solving it. After analyzing this

Statement I found that most of the respondents agreed i.e. 90% and 10% respondents are

disagreed. Hence Big Bazaar needs little improvement.


5. Staff communicate in a language that you understand?


Agree 81 81%

disagree 19 19%

81%

19%

Communication of staffagree disagree

INTERPRETATION

According to survey, it has been judged that staff of big bazaar communicates in a language,

Which can be easily understood by the customer, as 81% of respondent are y agree with

this statement and 19% are disagree. They must improve English.


6. Big bazaar accepts most major credit cards.

Si no. frequency Percentage

Agree 92 92%

disagree 08 8%

92%

8%

acceptance of credit cardsagree disagree

INTERPRETATION:-

According to research it has been proved that Big Bazaar accept most major credit cards.

92% of

Respondents agreed to this statement, where as 8% disagree.


7. The behavior of staff makes you feel that you can trust them and have confidence in

them?


Agree 83 83%

disagree 17 17%

83%

17%

Behavior of staffagree disagree

INTERPRETATION:-

The behavior of employees in big bazaar builds confidence in you. Here analysis shows that

most of the people that is 83% are agreed and 17% are disagree.


8. Big bazaar provides plenty of convenient parking for customers?

Si no. frequency Percentage

Agree 36 36%

disagree 64 64%

36%

64%

Parking servise for customersagree disagree

INTERPRETATION:-

From the above data I interpret that there are more number of four wheeler coming to

Big Bazaar than two wheeler. People prefer to visit big bazaar with their families. And people

are not

Satisfied with the parking facility. So parking facility should be good to attract large number

of

Customers. 64% respondents are disagree with the statement & 36% respondents are agree.


9. Overall, how would rate customer service of big bazaar?

Si.no. frequency percentage

1.excellent 17 17%

2.good 61 61%

3.average 21 21%

4.fair 00 0%

5.poor O1 1%

17%

61%

21%

1%

rating of customer serviseexcellent good average fair poor

INTERPRETATION:-

Most of the respondents agreed with this statement. According to my analysis, employees in

big

Bazaars give prompt service. Among the total respondents agreed respondents rate 61% as

Good, 21% as average, 17 excellent & 1% poor.


FINDINGS OF THE REPORT

I found that the parking facility is not satisfying the customers

The staff of big bazaar is always ready to attend the customers and providing them a

good service. But little bit they fail to approach the customers because most of the

employees know only local language.

In big bazaar customers complaints will be handled constructively

Big bazaar accepts the credit cards

According to the research the big bazaar is providing good services to customers.

RECOMMENDATIONS

The parking facility should have to improve.

Proper training should be provided to the employees so that they can deal with

customers efficiently.

Advertisement is necessary for promotion so Big Bazaar should make use of

this tool to increase the sales

Big is providing good customer services but yet they have to increase the

quality of service.

.


CONCLUSIONBig bazaar, a part of future group is a hypermarket offering a huge array of goods of

good quality for all at affordable prices. Retail business is successful only when they have a

good customer services. Customer loyalty can only be gain by providing good or satisfied

services to the customers. And the big bazaar is providing good service but yet they have to

improve it. The employees accept their responsibility wholeheartedly and perform the

services in well manner that satisfied the customers.

They can improve customer satisfaction by providing home delivery services.

We can conclude that Big Bazaar has created an good image in retail sector and it should

maintain it.

BIBLIOGRAPHY

References

1. Philip Kotler, marketing management,

Internet web sites

1.bigbazaar.co.in

2. Google.com

3. www.futuregroup.com


Annexure

Questionnaire sample for customer service with reference to Big Bazaar .

Dear Customer,

NAME:_____________________________OCCUPATION:_____________________

CONTACT No.:_______________________ GENDER: Male, Female

QUESTIONNAIR

Excellent good average fair poor

1)Staff was available in a timely manner.

2) Staff greeted you and offered to help you.

3) Staff answered your questions.

4)Your complaints are constructively handled

5) Overall, how would you rate customer service

of big bazaar?

Agree Disagree

6) Staff communicate in a language that you understand..

7) The behavior of staff makes you feel that you


can trust them and have confidence in them

8) Big bazaar provides plenty of convenient

Parking for customers.

9) Big bazaar accepts most major credit cards


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