Dharm project big bazaar

1
A
PROJECT REPORT
ON
“CUSTOMER SATIFACTION & SALES”
(EDM MALL ANAND VIHAR, KAUSHAMBI)
MANGALMAY INSTITUTE
OF
MANAGEMENT & TECHNOLOGY
UNDER THE GUIDENDE OF: - UNDER THE SUPERVISON OF: -
PROF. SANDEEP SHARMA AMIT KUMAR
( DEPARTMENT MANAGER)
SUMMITTED BY: -
DHARMENDRA KUMAR
REG NO:- 12/MBA/021

2
CERTIFICATE
This is to certify that Mr./Ms. DHARMENDRA KUMAR, University Roll No. 1215270019
is a regular Student of MBA IInd
year, full time degree course at our Institute. His /Her
Summer Training project work titled CONSUMER NEED AND SATISFACTION done at
BIG BAZAAR, submitted as part of the curriculum for the award of Master of Business
Administration degree of Mahamaya Technical University, Noida is an original work
done by him /her .
This work has not been submitted earlier in part or full to this or any other institute
/University for any degree or diploma.
Date……………….. Prof(Dr.) Rahal Goyal
Director ,MIMT

3
DECLEARATION
I Dharmendra Kumar bearing reg. no (12/MBA/021) do hereby
declare that the information presented here is true to the best of
my knowledge. Also, the report has not been published anywhere
else.
Place : Greater Noida Dharmendra Kumar
(12/MBA/021)
Date : MIMT GREATER NOIDA

4
PREFACE
MBA is the one of the most reputed professional course in the Field of HUMAN
RESOURCE Management. It includes theory as well as its practical application.
Training is an integral part of MBA Program, for successful completion of this program
requires two month training in an organization.
So in between the second semester each student at Mangalmay Institutes of
management &Technology, Greater Noida need to undergo eight week‘s training in an
organization.
This training serves the purposes of acquainting the student Environment of an
organization in which student have to work hard in future .Only theoretical knowledge is
not enough but its practical application is also required to be learned. I was fortunate
enough to have an opportunity of doing training at BIGBAZAAR, EDM MALL ANAND
VIHAR.

5
In this report, all the important findings of the project are included; over and
Above an overall profile of the company (PANTALOON) is also given. It is
Hoped that this report will make the readers familiar with the store and also
Give the idea about the product and services offered By the Company.

6
ACKNOWLEDGEMENT
The project of this magnitude would not have been completed singly. Firstly I want to
give my hearty thanks to all mighty who made the world and me also.
There are many other people without whom the completion of the project would not
have been possible. Some have contributed towards this directly while other have
provided indirectly. It gives me immense pleasure to thank
Mr. Pankaj Goel (sr. executive HR) BIG BAZAAR, for providing me training in this
reputed organization and giving me a chance to have the experience of actual retail
operations. I am indebted to
Mr. Amit Kumar (Department Manager) of BIG BAZAAR, Anand Vihar for his
guidance and cooperation in completing this project. Last but not the least I would like to
convey my heartiest gratitude to all Members of BIG BAZAAR who helped a lot during
my training.
Dharmendra KUMAR
Dharmendrakmr496@gmail.com

7
Table of contents
Sl. no. particulars page no.
A.) Introduction
Company profile
1. History
2. Strategy
3. Operation
4. Product
5. Advertising Compaigns
B.) Introduction To The Company
Pantaloons
1. Introduction
2. Lines of business
3. Company Timeline
C. ) New discover in retail
1. Food Bazaar
2. Future Idea
3. New Product Segment
D. ) Future Group
1. Introduction
2. Industry Profile
3. Key Players in the Industry
4. The Big Bazaar Promises
5. Company Mission/Value
E. ) Company Director Massage
1. Message

8
2. History
3. Company milestone
F. )Future Group Partner
1. Big Bazaar
2. Pantaloon
G. )Future Brand
1. DJ &C
2. BUFFALO
3. KNIGHTHOOD
H. ) Lines Of Bussiness……
1. C-Central
2. History
I. ) Strength/Weakness
J. ) Research Objectives
1. Methodology
2. Research Period of objective
3. Review
K. ) INTRODUCTION OF MARKETING
1. Definition
2. Segmentation
3. Marketing Mix
4. 4-p
5. Retailing Promotion Mix
6. Introduction own brand
L. ) Research Methodology
1. Research Methodology
2. Data Collation
3. Data Collection Techniques
M. ) Graph
N. ) Conclusion

9
O. ) Annexure
1. Questionnaire
2. Bibliography
COMPANY PROFILE
Type Private
Industry Retailing
Founder(s) Mr. Kishore Biyani (MD & CEO)
Headquarters Mumbai, Maharashtra, India
Products
Discount, grocery and convenience stores,
cash and carry, hypermarkets, financial
services
Employees 35,000[1]
Divisions
Pantaloon Retail, Future Value Retail
Limited
Website www.futuregroup.inwww.futurebazaar.com
Future Group is an Indian privately held corporation that runs chains of large discount
department stores and warehouse Store.

10
HISTORY
2001 to 2010
Big Bazaar was introduced by the Future Group in September 2001 with the opening of
its first four stores in Kolkata, Indore, Bengaluru and Hyderabad within a period of 22
days.
Started by Kishore Biyani, Big Bazaar was launched mainly as a fashion format selling
apparel, cosmetics, accessories and general merchandise. Over the years, the retail
chain has included in its portfolio a wide range of products and services, ranging from
grocery to electronics.
The current retail formats of the Future Group include Big Bazaar, Food Bazaar,
Electronic Bazaar and Furniture Bazaar. According to Kishore Biyani, the inspiration
behind this entire retail format was from Saravana Stores, a local store in T. Nagar,
Chennai. Big Bazaar is popularly known as the ‗Indian Walmart‘ today.
In the second year of operations, Big Bazaar tied up with Indian banking giant ICICI
Bank and launched the Big Bazaar ICICI Bank Card. In the same year, the first Food
Bazaar store was also launched at High Street Phoenix mall in Mumbai, marking the
retailer‘s entry into dedicated food retail.
In 2003, Big Bazaar made its foray into small towns and cities. The first store in this
category was launched that year in Nagpur. The franchise also welcomed its 10
millionth customer at its new store in Gurgaon in the same year.Over the next two
years, Big Bazaar consolidated its position in the Indian retail landscape. This phase of
growth included the setting up of the Mumbai store in Lower Parel, which registered a
record Rs 10 million turnover in a single day on Diwali-eve in 2004. In 2005, the first Big
Bazaar Exchange Offer was launched, which has quickly gained popularity among
customers.
In 2006, further changes in loyalty marketing took place with the launch of the
housewife-centric credit card, Shakti. Jewellery store ‗Navaras‘ was also launched that

11
year within Big Bazaar stores which became the first store-in-store concept to be
launched by the brand. Another dedicated retail format launched in 2006 is Furniture
Bazaar.
In 2007, Big Bazaar partnered with a shopping portal Futurebazaar.com and expanded
its retail footprint to 50 stores.
The following year, 2008, witnessed by far the fastest growth in terms of retail
expansion for Big Bazaar, with the launch of the 101st store. Joining the league of
India‘s Superbrands and voted among the top ten service brands in the country by the
Pitch-IMRB international survey, Big Bazaar became much more than a household
name. The year also saw the launch of the Monthly Bachat Bazaar (Monthly Budget
Market) campaign, which provided significantly low prices and gave discounts on bulk
purchases in the first week of the month.
Over the next two years, Big Bazaar carved its own niche in modern retail and became
the largest brand in the hypermarket format. Capturing one-third of the food and grocery
market in modern retail, celebrity endorsements and tie-ups with other brands allowed it
to enhance its retail footprint. In 2009, Big Bazaar won the CNBC Awaaz Consumer
Awards for the third consecutive year. It was adjudged the Most Preferred Multi Brand
Food & Beverage Chain, Most Preferred Multi Brand Retail Outlet and Most Preferred
Multi Brand One Stop Shop.
2010 to present
On successful completion of 10 years in the Indian retail industry, in 2011, Big Bazaar
came up a new logo with a new tag line: ‗Naye India Ka Bazaar‘(New India‘s Market),
replacing the earlier one: 'Isse Sasta Aur Accha Kahin Nahin' (Nothing is cheaper and
better than here).
In 2012, Big Bazaar signed a multi-million dollar deal with Cognizant Technology
Solutions for the development of an IT infrastructure, encompassing Future Group‘s
entire network of stores, warehousing and data centres.
Recently, Big Bazaar announced its plans to add more retail services to its portfolio
such as grinding, de-seeding and cutting of fruits and vegetables.

12
STRATEGY
3-C Theory
According to Kishore Biyani's 3-C theory, Change and Confidence among the entire
population is leading to rise in Consumption, through better employment and income
which in turn is creating value to the agricultural products across the country.[2]
Big
Bazaar has divided India into three segments:
1. India one: Consuming class which includes upper middle and lower middle class
(14% of India's population).
2. India two: Serving class which includes people like drivers, household helps,
office peons, liftmen, washermen, etc. (55% of India's population) and
3. India three: Struggling class (remaining 31% of India's population).
While Big Bazaar is targeted at the population across India one and India two
segments, Aadhaar Wholesale is aimed at reaching the population in India three
segment. With this, Future Group emerged as a retail destination for consumers across
all classes in the Indian society.
OPERATIONS
Various formats and store concept
Most Big Bazaar outlets are multi-levelled stores and are located in stand-alone
buildings in city centres as well as within shopping malls. These stores have more than
2,00,000 Stock Keeping Units (SKU) in a wide range of categories, led primarily by
fashion and food products. The retail space of these stores in the metros range between
50,000 and 1,60,000 sq. ft.

13
Since its launch in 2001 in metro cities like Kolkata, Bengaluru and Hyderabad, Big
Bazaar is the largest Hypermarket chain with presence in 90 cities and towns across the
country.
CSR activities
As a part of Future Group, Big Bazaar is involved in various social activities that include
green initiatives for the community, blood donation camps, Diwali celebrations with
orphanages, visits to orphanages and other NGOs helping underprivileged children.
These activities usually involve all members of the management as well as staff of Big
Bazaar.
• In September 2011, Future Group signed a strategic partnership with the Himachal
Pradesh Government to directly source, market and promote the state‘s products and
services through its Big Bazaar stores under the brand ‗Himachal‘. The aim of this
partnership is to aid the development of various ‗source-to-market‘ initiatives to enhance
livelihoods for more than 25,000 families in the state.
• Big Bazaar created a platform called Yatra to provide women of self-help groups
across various towns and regions of Maharashtra and Gujarat the opportunity to market
their wide assortment of indigenous food and non-food products. As part of the
programme, women from over 30 regional self-help groups were invited, encouraged
and helped to set up stalls to exhibit their products at Big Bazaar stores.
• Big Bazaar Mysore started offering a free wholesome meal to all its customers, who in
return contribute ‗Shraddha Anussar‘ for a community cause. In other words, the
customers donate any amount for the meal which would be used for a local, regional or
topical cause.

14
SCHEMES AND INNOVATION
The introduction of ‗Sabse Sasta Din‘ (Cheapest Day) in the year 2005 was a turning
point for the Big Bazaar franchise. As part of this effort, the Republic Day holiday was
used to ensure that consumers visited Big Bazaar outlets across the country in large
numbers to get required household items at cheaper rates.
Taking cue from this highly successful concept, another initiative was introduced,
named the ‗Purana do aur naya lo‘ (give old and get new) scheme. In this scheme,
consumers were asked to bring and sell old clothes, utensils and other household items
in exchange of discount coupons. The concept proved to be a success yet again as
people from across the country responded spontaneously, in spite of the different
preconditions associated with it.
The franchise further inaugurated the concept of ‗Hafte ka sabse sasta din‘ (Cheapest
Day of the Week), wherein Wednesday was designated to be the day when special
discounts were offered to consumers during a week.
Wednesday Bazaar
The concept of Wednesday Bazaar was promoted as ‗Hafte Ka Sabse Sasta Din‘
(Cheapest Day of the Week). Initiated in January 2007, the idea behind this scheme
was to draw customers to stores on Wednesdays, the day when consumer presence is
usually less. According to the chain, the aim of the concept was ‗to give home makers
the power to save the most‘
Sabse Sasta Din

15
Big Bazaar introduced ‗Sabse Sasta Din‘ (Cheapest Day) with the intention of attaining
a sales figure of Rs 26 crore in a single day. The concept became such a hit that the
time period for the offer had to be increased from one day to three days in 2009
(January 24 to 26) and to five days in 2011 (January 22 to 26).
Maha Bachat
The concept of ‗Maha Bachat‘ (Mega Saving) was introduced in the year 2006 as a
single day campaign with attractive promotional offers across the company outlets. Over
the years, the concept has grown to become a six-day biannual campaign. During this
campaign, attractive offers are given in all the value formats including Big Bazaar, Food
Bazaar, Electronic Bazaar and Furniture Bazaar.
Is se sasta aur acha kahin nahin
Big bazaar is the company‘s foray into the world of hypermarket discount stores, the first of its
kind in India. Price and the wide array of products are the USP‘s in Big Bazaar. Close to two
lakh products are available under one roof at prices lower by 2 to 60 per cent over the
corresponding market prices. The high quality of service, good ambience, implicit guarantees
and continuous discount programmers have helped in changing the face of the Indian retailing
industry. A leading foreign broking house compared the rush at Big Bazaar to that of a local
suburban train.
Products available in Big bazaar
Apparel and Accessories for Men, Women and Children.

16
The Great Exchange Offer
Introduced on February 12, 2009, ‗The Great Exchange Offer‘ allows customers to
exchange their old goods for Big Bazaar coupons. The coupons can be redeemed later
for buying brand new goods from Big Bazaar outlets across the nation.
ADVERTISING COMPAIGNS MARKETING INITIATIVES
In view of the increasing competition in the retail market, Big Bazaar has introduced
certain steps to keep itself updated and continue promoting the band.
New Logo
On the occasion of successful completion of 10 years in the Indian retail industry (in
2011) Big Bazaar came up with a new logo for the company with a new tag line that
says: ‗Naye India Ka Bazaar‘ (Market for New India). This replaces the earlier tag line:
‗Isse Sasta Aur Kahin Nahin‘ (Nothing is Cheaper than Here
Baby Accessories.
Cosmetics
Crockery
Dress Materials Suiting &
Shirting
Electrical Accessories
Electronics
Footwear
Toys
Home Textiles
Home Needs
Household Appliances
Household Plastics
Hardware
Home Decor
Luggage
Linens
Sarees
Stationery
Utensils &
Utilities

17
Advertising initiatives
Big Bazaar has recently launched a 360-degree promotion drive covering the three
prime media, television, print and social media, to mark the launch of the new logo. The
entire media campaign was developed by Mudra Communications. Big Bazaar
celebrating April Utsav on 2013. They Offering Rs. 50 off on Rs. 500 or Rs. 100 off on
Rs. 500 or Rs. 200 off on Rs. 500 coupon through missed call
Type Public (BSE: 523574)
Industry Retail
Founded India
Headquarters Mumbai
Area served India
Key people Kishore Biyani, MD & CEO
Products
Discount Stores
Supercenters

18
Revenue 60.190 billion (US$1.1 billion) [1]
Employees 35,000 [2]
Parent Future Group
Website pantaloonretail.in, Pantaloon.com
Pantaloon Retail (India) Limited, is a large Indian retailer, part of the Future Group,
and operates in multiple retail formats in both, value and lifestyle, segments of the
Indian consumer market. Headquartered in Mumbai, the company has over 1,000
stores across 71 cities in India and employs over 35,000 people, and as of 2010, it was
the country's largest listed retailer by market capitalization and revenue.
The company separated its discount store business, which includes the Big Bazaar
hypermarket and the Food Bazaar supermarket businesses, into Future Value Retail
Ltd., its wholly owned subsidiary, so that the company may be listed independently.
The company‘s brands include Pantaloons, a chain of fashion outlets, Big Bazaar, a
hypermarket chain, and Food Bazaar, a supermarket chain. Some of the company's
other regional brands include Depot, Shoe Factory, Brand Factory, Blue Sky, aLL, Top
10 and Star and Sitara.
A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a
large-format home solutions store, Collection i, selling home furniture products and E-
Zone in the consumer electronics segment.
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. Head
quartered in Mumbai (Bombay), the company operates over 10 million square feet of
retail space, has over1000 stores across 61 cities in India and employs over 30,000
people.

19
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, Depot, Shoe Factory, Brand Factory, Blue Sky,
Fashion Station, all, Top 10, Bazaar and Star and Sitar. The company also operates an
online portal, futurebazaar.com. A subsidiary company, Home Solutions Retail (India)
Limited, operates Home Town, a large-format home solutions
Store, Collection in, selling home furniture products and E-Zone focused on catering to
the Consumer electronics segment. Pantaloons Retail was awarded the International
Retailer of the Year 2007 by the US based National Retail Federation (NRF) and the
Emerging Market Retailer in the Year 2007 at
The World Retail Congress held in Barcelona.
Pantaloons Retail is the flagship company of Future Group, a business group catering
to the entire Indian consumption space. Pantaloons are not just an Organization it is an
institution, centric of learning & development. We believe that knowledge is the only
weapon at our disposal and our quest for it is focused, systematic and unwavering. At
Pantaloons, we take pride in challenging conventions and thinking out of the box, in
travelling on the road less traveled. Our corporate doctrine ‗Rewrite Rules, Retain
Values‘ is derived from this spirit.
Over the years, the company has accelerated growth through its ability to lead change.
A number of its pioneering concepts have now emerged as industry standards. For
instance, the company integrated backwards into garment manufacturing even as it
expanded its retail presence at the front end, well before any other Indian retail
company attempted this. It was the First to introduce the concept of the retail
departmental store for the entire family through Pantaloons in 1997. The company was
the first to launch a hypermarket in India with Big Bazaar, a large discount store that it
commissioned in Kolkata in October 2001. And the company introduced the country to
the Food Bazaar, a unique 'bazaar' within a hypermarket, which was launched in July
2002 in Mumbai. Embracing our leadership value, the company launched all in July
2005 in Mumbai, making us the first retailer in India to open a fashion store for plus size

20
men and women. Today we are the fastest growing retail company in India. The number
of stores is going to
Increase many folds year on year along with the new formats coming up. The way we
work is distinctly "Pantaloons". Our courage to dream and to turn our dreams into reality
– that change people‘s lives, is our biggest advantage. Pantaloon Is an invitation to join
a place where there are no boundaries to what you can achieve. It means never having
to stop asking questions; it
Means never having to stop raising the bar. It is an opportunity to take risks, and it is
this passion that makes our dreams a reality. Come enter a world where we promise
you good days and bad days, but never a dull moment!
Lines of Business
The company is present across several lines of business which have various formats
(stores) Plywood, The Dollar Store (JV)
Fashion - Pantaloons, Central, aLL, Brand Factory, Blue Sky, Top 10, Fashion
Station, Big Bazaar, Lee Cooper (JV)
General Merchandise - Big Bazaar, Shoe Factory, Navras, Electronics Bazaar,
Furniture Bazaar, KB'S FAIR PRICE, Food Rite
Electronics - eZone, Electronic Bazzaar, Koryo , Sensei, STAPLES (JV)
Home Improvement - Home Town, Home Town Express
Furniture - Collection i, Furniture Bazaar, Home Bazaar
E-tailing (online shopping) -
Books and music - Depot
Leisure and entertainment - Bowling Co., F123, TGIF (Thank God it's Friday!)
Wellness - Star & Sitara, Tulsi
Telecom and IT - Gen M, M Bazaar, M-Port, ConvergeM, Future Axiom, T 24,
One Mobile (in alliance with TATA Teleservices)
Consumer durables - Koryo, Sensei, IPAQ
Service - E Care, H Care, Design & Service

21
Malls - Central (Bangalore, Hyderabad, Pune, Mumbai,Kochi, Vadodara,
Gurgaon, Indore, Ahmedabad, Thane, Surat)
Investment and savings - Insurance: ULIP, Pension, Endowment, etc.
Company Timeline
1987 Company incorporated as Manz Wear Private Limited, launch of Pantaloons
trouser, India’s first formal trouser brand
1992 An initial public offer (IPO) was made in the month of May.
1997 Pantaloons, India’s family store, launched in Kolkata.
2001Big Bazaar, Is se sasta aur accha kahi nahin, India’s first hypermarket chain,
launched.
2002 Food Bazaar, the supermarket chain, is launched.
2007 Future Group crosses the $1 billion turnover mark.
FUTURE GROUP
Future Group is one of the country‘s leading business groups present in retail, asset
management, consumer finance, insurance, retail media, retail spaces and logistics.
The group‘s flagship company, Pantaloons Retail (India) Limited operates over 10
million square feet of Retail space, has over 1,000 stores and employs over 30,000

22
people. Future Group is present in 61 cities and 65 rural locations in India. Some of its
leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home
Town, e Zone, Depot, Future Money and online retail format, futurebazaar.com.Future
Group companies includes, Future Capital Holdings, Future Generali India Indus
League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and
Bowling Co. FutureCapital Holdings, the group‘s financial arm, focuses on asset
management and consumer credit. It manages assets worth over $1 billion that are
being invested in developing retail real estate and consumer-related brands and hotels.
The group‘s joint venture partners include Italian insurance major, General, French
retailer,ETAM group, US-based stationary products retailer, Staples Inc. and UK-based
Lee Cooper andIndia-based Talwalkar‘s, Blue Foods and Liberty Shoes. Future Group‘s
vision is to, ―deliver Everything, Everywhere, Every time to Every Indian Consumer in
the most profitable manner.‖
The group considers ‗Indian-nesses a core value and its corporate credo is- Rewrite
rules, Retain values.
INDUSTRY PROFILE
―Retailing includes all the activities involved in selling goods or services to the final
consumers for personal, non-business use‖
.
The organized retail sector in India has a very low contribution to the entire retail sector
in the country. Hence there is ample scope for the new players to achieve success.
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 An organization selling
directly to final consumer-whether a manufacturer, wholesaler or retailer is doing
retailing. It does not matter how the goods or services are sold (by person, mail,
telephone, vending machine or internet) or where they are sold (in store, on the street,
or in consumer‘s home).

23
Retail is India‘s largest industry, accounting for 10% of country‘s GDP and around 8
percent of employment. Modern retail has entered India as seen in shopping centers,
multi storied malls and huge complexes offer shopping, entertainment and food all
under one roof. India has seen the concept of hypermarket coming of age. Players like
Wall-mart, metro have established hypermarkets in many countries. In India
hypermarket concept is in nascent stage, retailers like Pantaloons, Tata, and RPG have
started hypermarket operations and they are having plans to expand aggressively to all
the regions of India.
Among all the global retail markets Indian retail market is the most expanding. This is
owing to the absence in restriction at the entry level. So, large foreign companies can
enter in the green retail fields of India.
KEY PLAYERS IN THE INDUSTRY
 BIG BAZAAR
 BHARTI RETAIL
 RELIANCE RETAIL
 STAR BAZAAR
 MORE

24
 MEGA MART
 FOOD WORLD
 SAFAL
 SPENCERS
THE BIG BAZAAR PROMISES:
1. MANUFACTURER’S WARRANTIES ON ALL PRODUCTS:
Big Bazaar promises to sell only the original products from the authorized dealers; so
that all applicable products carry the original manufacturer‘s warranty. To service any
product purchased at Big Bazaar, customer can visit the authorized service center of
the manufacturer. The invoice accompanying the product is the warranty document.
2. GUARANTEED DELIVERY:
Big Bazaar guarantees to deliver the exact product that has selected, without defects.
In case of receiving a different product, or if the product is damaged in transit, the
customer should contact it within the stipulated time period and Big Bazaar will ensure
that it is replaced or refunded.
3. SECURE PAYMENT:

25
It commits to ensure that no payment misuse happens, so we work with banks and
payment gateways to ensure that your information is protected. Payments are
protected both by it and by the policies of customer‘s bank, and the chances of fraud in
these channels are actually very low. Big Bazaar openly publishes its office addresses
and is part of India‘s largest retail company with a presence all over India – so you know
how to contact us in person, if required.
Z
4. OUR SIMPLE 7-DAYS RETURN POLICY:
If customer has purchased something at Future Bazaar and the product did not meet its
expectations or does not fit to his needs, then it can return the product to us; no
questions asked, as long as it is in its original packaging and accompanied by its
invoice. We will even make the return process simple for you – just contact our
customer support and we‘ll arrange to pick up the product from your home. Alternately,
you can drop it off at the nearest Big Bazaar.
5. PROMPT CUSTOMER SUPPORT:
Our customer support is manned by dedicated call center personnel, who can take
decisions and resolve your problems. They are eager to solve your problems and are
aware of the processes and means to handle them. In case they cannot solve the
problem at their end, they will trigger the required action on your behalf or advise you
the best possible method to a successful fulfillment of all your queries/issues. Be
assured that when you call us, your call is being taken seriously.

26
GROUP VISION:
Future Group shall deliver Everything, Everywhere, Every time for Every Indian
Consumer in the most profitable manner.
GROUP 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
economic development.

27
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 infuse Indian brands with confidence and renewed ambition.
We shall be efficient, cost- conscious and committed to quality in whatever we do. We
shall ensure that our positive attitude, sincerity, humility and united determination shall
be the driving force to make us successful.
CORE VALUES:
Indianess: confidence in ourselves. Leadership: to be a leader, both in thought and
business. Respect & Humility: to respect every individual and be humble.
Introspection: leading to purposeful thinking.
Openness: to be open and receptive to new ideas, knowledge and information.Valuing
and Nurturing
Relationships: to build long term relationships.
Simplicity & Positivity: Simplicity and positivity in our thought, business and action.
Adaptability: to be flexible and adaptable, to meet challenges. Flow: to respect and
understand the universal laws of nature.

29
Mr. Kishore Biyani, Managing Director

30
Kishore Biyani is the Managing Director of Pantaloons Retail (India) Limited and the
Group Chief Executive Officer of Future Group.
Mr. Gopikishan Biyani, Whole time Director
Gopikishan Biyani is a commerce graduate and has more than twenty years of
experience in the textile business.Mr. Rakesh Biyani, Whole time Director Rakesh
Biyani is a commerce graduate and has been activelyinvolved in category management;
retail stores operations, IT and exports. He has been instrumental in the implementation
of the various new retail formats.
Mr. Vijay Biyani, Whole time Director Vijay Biyani has more than twenty years of
experiencein manufacturing, textiles and retail industry and has been actively involved
in the financial, audit and corporate governance related issues within the company.
Mr. Vijay Kumar Chopra, Independent Director V.K.Chopra is a fellow member of The
Institute of Chartered Accountants of India (ICAI) by profession and is a Certified
Associate of Indian Institute of Bankers (CAIIB). His banking career spans
Over 31 years and he has served senior management positions in Central Bank of
India, Oriental Bank of Commerce, SIDBI, Corporation Bank and SEBI.
Mr. Shailesh Haribhakti, Independent Director Shri Shailesh Haribhakti is a Chartered
Accountant, Cost Accountant, and a Certified Internal Auditor. He is the Deputy
Managing Partner of Haribhakti & Co., Chartered Accountants and past president of

31
Indian merchant Chambers. He is on the Board of several Public Limited Companies,
including Indian Petrochemicals Corporation Ltd., Ambuja Cement Eastern Ltd. etc. He
is on the Board of Company since June 1, 1999. Mr. S Doreswamy, Independent
Director S. Doreswamy is a former Chairman and Managing Director of Central Bank of
India and serves on the board of DSP Merrill Lynch Trustee Co and Ceat Limited
among others.Dr. D O Koshy, Independent Director. O. Koshy holds a doctorate from
IIT, Delhi and is the Director of National Institute of Design (NID), Ahmedabad. He has
over 24 years of rich experience in the textiles and garment industry and was
instrumental in the setting up of NIFT centres in Delhi, Chennai and Bangalore. He is a
renowned consultant specializing in international marketing and apparel retail
management. MS. Bala Deshpande, Independent Director Bala Deshpande is
Independent Director, Pantaloon Retail (India) Ltd. and also serves on the boards of
Deccan Aviation, Nagarjuna Construction, Wels pun India and Indus League Clothing
Ltd, among others.
Anil Harish, Independent DirectorAnil Harish is the partner of DM Harish & Co.
Associates & Solicitors and an LLM from University of Miami. He also serves on the
board of Mahindra Gesco, Unitech, IndusInd Bank and Hinduja TMT, among other
MAJOR MILESTONES
1987 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons
trouser, India‘s first formal trouser brand.

32
1991 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 Pantaloons – India‘s family store launched in Kolkata.
2001 Big Bazaar, ‗Is se sasta aur accha kahi nahin‘ - India‘s first hypermarket chain
launched.
2002 Food Bazaar, the supermarket chain is launched.
2004 Central – ‗Shop, Eat, Celebrate in the Heart of Our City‘ - India‘s first seamless
mall is launched in Bangalore.
2005 Fashion Station - the popular fashion chain is launched all – ‗a little larger‘ -
exclusive stores for plus-size individuals is launched
2006 Future Capital Holdings, the company‘s financial arm launches real estate funds
Kshitij and Horizon and private equity fund in division. Plans forays into insurance and
consumer credit
.
Multiple retail formats including Collection i, Furniture Bazaar, Shoe Factory, EZone,
Depot and futurebazaar.com are launched across the Nation. Group enters
into joint venture agreements with ETAM Group and Generali.
2007 Future group crosses one billion marks

33
2008 Future group holding becomes the second group company to make successful
initial public offerings in the Indian capital market
Our culture
At Pantaloon & Future Value of retail, Empowerment is what you acquire and Freedom
at Work is what you get. We believe our most valuable assets are our People. Young in
spirit, adventurous in action, with an average age of 27 years, our skilled & qualified
professionals work in an environment where change is the only constant. Powered by
the desire to create path-breaking practices and held together by values, work in this
people intensive industry is driven by softer issues. In our world, making a difference to
Customers‘ lives is a Passion and performance is the key that makes it possible. Out of
the Box thinking has become a way of life at Pantaloon and living with the change, a
habit. Leadership is a value that is followed by one and all at Pantaloon. Leadership is
the quality that
Motivates us to never stop learning, stretching to reach the next challenge, knowing that
we will be rewarded along the way. In the quest of creating an Indian model of retailing,
Pantaloon has taken initiatives to launch many retail formats that have come headed for
serve as a benchmark in the industry. Believing in leadership has given us the optimism
to change and be successful at
it. We do not predict the future, but create it.

34
At Pantaloon you will get an opportunity to handle multiple responsibilities, and therein,
the
Grooming to play a larger role in the future. Work is a unique mix of preserving our core
Indian
Values and yet providing customers with a service, on par with international standards.
At Pantaloon you will work with some of the brightest people from different spheres of
industry. We believe it‘s a place where you can live your dreams and pursue a career
that reflects your skills and passions.
NEW DISCOVERIES IN RETAIL
In the financial year 2006-07, the company‘s retail businesses discovered new
categories acrossformats, new sets of consumers and fresher and contemporary
merchandise. We have been ableto offer more in the established businesses and gain
favorable acceptance with new concepts. Inaddition, concerted expansion plans saw
retail space increase to over 5.2 million square feet at
the end of 2006-07. This expansion mode was characterized by a twopronged
approach. By dominating the cities the company was already present in and by bringing
the benefits of modern retail to towns and cities like Mangalore, Palakkad, Surat, Indore,
Kanpur, Haldia, Agra, Coimbatore, Jaipur and Panipat. The company has also
undertaken significant privatelabel initiatives in food, in general merchandise and in the
consumer durables and electronicscategories. Strategic alliances have also been forged
with established domestic and international Brands. However, the most significant
development was the internal realignment the company undertook within each of its
retail businesses. To embark on a more detailed approach towards value creation and
increasing efficiency, the company reviewed its business operations and adopted a
more focused approach by creating an integrated support unit or Line of Business.
Augmenting the retail front-end team, Line of Business (LoB) units have been created in
the three most critical businesses – food, fashion and general merchandise. Formed
during the second half of 2006-07 these business units focus on introducing
optimumoperationalefficiencies. Thus, these units ensure that back - end measures are

35
appropriately taken care ofand the right kind of merchandise reaches the stores in the
best possible time, at the right price.
These teams focus on product consolidation and suitability, margin improvement, and
vendor rationalization, thereby ensuring that the sourcing benefits are made available to
the front – end team. The company‘s efforts over the next couple of years would entail a
combination of Expansion and process up gradation and implementation.
The emphasis will be on the next discoveries to be made in the retail space that will
lead to expansion. At the same time, there will be an increased focus on micro detailing
aspects including process, product and operational efficiencies thereby contributing
positively to the company‘s bottom-line, discovering fresh fashion

36
It was the first Pantaloons store in Kolkata that set off a chain of discoveries that have
led us to where we are today. Ten years later, wehavelaunchedourlargestPantaloons
store in Kankurgachi in Kolkata. Spread across 85,000 square feet, the store is the first
among a series of
Large format stores that will be launched across the nation. After consolidating its Fresh
Fashion Positioning, Pantaloons embarked on a major expansion during the year 2006-
07. In 8 cities, 11 Pantaloons stores were opened with 7 of them opening in the single
month of March 2007. The total count of Pantaloons stores as on 30th June 2007stood
at 31 with the total area under retail close to 1 million square feet. In order to maintain
the top of the mind association with fashion in India, Pantaloons continued to be the title
sponsor for the Famine Miss India 2007 pageant. In addition, BipashaBasu and Zayed
Khan were roped in as brand ambassadors in the month of August 2006. The success
of this initiative was evident in the increased sales for the ‗HaldiGulal‘ range as well as
the ‗Svayam Utsav‘ summer collection that were endorsed by Bipashaand Zayed. The
private label apparel share during the year was in excess of 70 percent. The year
Also witnessed categories like Winter-wear and Ethnic Ladies-wear strengthening their
presence in the stores. The increasing success of the store brand is evident from the
fact that the store loyalty programme, Green Card, added 200,000 new members.
Pantaloons will see a significant expansion during the coming year with an increase of
nearly0.50 million square feet of retail space and an addition of about 15 stores.
Pantaloons will look at dominating cities where it has a first entrant advantage and will
scale up sizably with larger stores, additional categories and retail formats. The year
2007-08 will witness considerable focus in the North and East regions. Delhi and the
NCR area along with Punjab, Chandigarh and Ludhiana will see the next stage of
expansion. Cities like Ranchi, Guwahati and Siliguri in the East will also discover Fresh
Fashion.

37
In 2010-2011, more Indians discovered the value of shopping in Big Bazaar. And with
the launch of each store, we discovered more value in terms of operational efficiency.
Big Bazaar launched 27 new stores in 22 cities, covering over 1.40 million square feet.
As of June 2010, there were planning to have 300 Big Bazaar stores across 100 cities.
While Big Bazaar continued to expand in the large cities, it also tapped consumption
potential in smaller cities like Agra, Allahabad, Coimbatore, and Surat, Panipat,
Palakkad, Kanpur and Kolhapur.
The year under review also witnessed realigning of business teams with shared
experience in category management, sourcing, front-end operations and business
planning. In addition, separate teams have been formed to look into all aspects of new
store launches and to manage mature stores. This provides more flexibility and focus in
expansion plans.
The increase in SKUs in existing categories and the introduction of new categories
encouraged the opening of larger stores or Super Centres, measuring 100,000

38
Square feet or more. There are now 5 Big Bazaar Super Centres. Considering this scale
of expansion, technology plays a significant facilitating role. The introduction of SAP in
2005-06 and its roll out during the year positively impacted the business. Big Bazaar
has initiated the process of Auto Replenishments Systems, thus improving
Operational efficiencies and productivity. The company has also rationalized nearly 250
vendors through better vendor management in terms of potential to expand, and for
inclusion and up gradation to the online B2B platform. The company plans to open over
60 stores across India in FY 2011-12, and the opening of the 200th Big Bazaar store will
mark the fastest ever expansion by a hypermarket format.

39
FOOD BAZAAR
Based on the company‘s in-house consumer data and research, and in cognizance with
observations on customer movements and the shopping convenience factor, Food
Bazaar has initiated certain refurbishments and layout design across all stores. The
intention is to continuously change with the times and demands of the evolving Indian
consumer.
Food Bazaar also witnessed healthy expansion during the year 2010-11, making its
presence felt in nearly 26 cities and adding 40 stores during the year under review. The
total count of Food
Bazaars as on 30th June 2007 stood at 86 stores. The year under review witnessed the
company‘s private label programme gaining significant traction. The brands have been
very competitive visa-
Vis the established brands in quality and price terms, and have in fact scored better
than national or international players in certain categories.

40
The share of private labels as a percentage of total Food Bazaar revenues has
increased significantly and comprises nearly 50 merchandise categories.
While Fresh & Pure brand entered categories like cheese slices, frozen peas, honey,
packaged drinking water and packaged tea, the Tasty Treat brand received very
favorable response in new categories like nankeens and wafers. In the home care
category, Care mate launched aluminum foil and baby diapers while clean mate
launched detergent bars and scrubbers.
A new format ‗BB Wholesale Club‘ was launched and 4 such stores have been opened
so far. To be managed by Food Bazaar from the ensuing financial year, this format sells
only multipacks
And bulk packs of a select range of fast moving categories and caters to price sensitive
customers and smaller retailers.
The company has also forged tie-ups with established companies like ITC, Adanis,
DCM Group, USAID and other farm groups in Maharashtra and Madhya Pradesh to
source directly from them.
These alliances are expected to drive efficiencies as well as bring better products to
consumers .By the end of FY 11-12, the total number of Food Bazaar stores is expected
to be 200.

41
Future ideas
Discovering new opportunities

42
Future Ideas is the Innovation, Design & Incubation cell within Pantaloon Retail that
stems from the core proposition - ‗Protecting and preserving the soul of a small
business or
Enterprise within a large organization.‘ Future Ideas deals with the whole aspect of idea
creation, scenario planning activities, alternate approaches to an issue, providing
Varied outcomes and solutions to a problem and handholding the activity till its success
parameters are satisfied.
A unique initiative in corporate India, Future Ideas rests on a tripod that can be
classified as Innovation driven, Design Management approach and an Incubation
chamber, each with its own uniqueness, yet with common objectives. The Design
Management team looks at each observation made by the Innovation team, and
brainstorms by using a collaborative and holistic approach. The resultant ideas are then
nurtured within the Incubation cell. The
Incubation team comprises of business teams, mentored by the Innovation and Design
teams.
They are people who are released from their original businesses or concepts and made
part of the entire ideation process at Future Ideas. They remain at Future Ideas till
project completion stage
When the success parameters for running the business are met.
Future Ideas draws inspiration for most of its activities and projects, keeping in mind the
new genre of aspirational Indians. At any point of time Future Ideas would work on
about 20 varied
Projects within the Future Group.
Some of the formats that are now being incubated by this team include Top10, Depot,
Star & Sitara and Talwalkars‘ Fit & Active. The team is also working on ideas around
small format nofrills
Stores, rural retailing, fashion for the masses and on projects involving women and self-
help groups.

43
Future Group plans 900 KB's Fair Price
Future Group is planning to open about 850 to 900 KB‘s Fair Price shops. The locations
have yet not been finalized, but the retailer shall expand in the same market clusters it
has a presence in. In an exclusive interview with India Retailing, Damodar Mall, group
customer director at Future Group stated, "We will expand KB‘s Fair Price shops in
select towns. First, it will be a concentrated approach in the markets we are already
present in — Delhi, Mumbai and Bangalore."
Denying recent media reports on closure of a number of KB‘s Fair Price stores, Mall
stated, "The report was incorrect. KB‘s Fair Price is a business model where, we will
keep churning old localities and getting into new ones. If we have closed one store in a
locality, we have opened another in the same catchment."
"We have mapped 850 to 900 KB's Fair Price shops. The model is low-cost and
revenues from these stores have been the highest among all the modern trade players
in the neighborhood space. The model is viable and a part of our expansion plans," Mall
informed.
Further informing on Future Group's plans on its format — Big Bazaar — Mall informed

44
that the company is targeting a total number of 350 Big Bazaar stores, although the
timeline is not yet decided. At present there are around 120 Big Bazaar stores in India,
present across 67 cities of the country.
Discovering new segments

45
Depot, in many cities, is the first modern retailer in books and music and the response
has been overwhelming. The core differentiators of Depot are its young, colorful and
vibrant stores, strong regional range, affordability and a private label publishing program
– Depot Exclusives. In its first year of operation, Depot has launched 6 stand-alone
stores and 50 cut-ins.

46
Along with its expansion in major cities, Depot debuted in smaller towns like Rajkot,
Vadodara, Haldia, Trissur, Palakkad and Tiruvanantharam.
The Depot Exclusives (released solely in Depot) catalogue expanded rapidly with over
100 titles
Across genres like children‘s books, cookery, regional literature etc. Reputed authors/
imprints like Nita Mehta and Sanjeev Kapoor in cookery, Disney in children‘s books etc.,
have been associated with the company. Depot has also tied-up with the UK based
publisher of children‘s books, Small World, to co-publish a series of toddlers‘ interactive
books. In FY 2007-08, the total Depot footprint crossed over 100 stores.
The Health, Beauty & Wellness business opened 35 new outlets in the beauty products,
services and holistic health care formats Multiple formats operate in this segment,
including Tulsi, the pharmacy chain and Star & Sitara, the beauty products cut-ins and
Star & Sitara Salons. The largest format, Beauty Free offers unique combination of
products, services and holistic health
Offerings. To capture the increasing consumption spend on wellness and preventive
health care, the joint venture between Pantaloon Retail (I) Limited and Talwalkar Better
Value Fitness opened its first‗ Talwalkars Fit & Active‘ health center at Orchid City
Centre, Mumbai in April 2007. Spread over 5,200 square feet, it is the country‘s first
health center to offer health, fitness and gym .Services within a modern retail and
consumption environment.
The venture is also looking at innovative value added offerings in the fitness space as
well as developing a Spa model for the Fit &Active brand across the country, by
increasing its presence to nearly 50 such centers in the near future.
Future Group

47
Future Brands
LINE OF BUSINESS
Line of Business Sub Department under the Brand

48
BB-Fashion BF-Children‘s BIG BAZAAR
BF-Kids Accessories BIG BAZAAR
BF-Ladies BIG BAZAAR
BF-Ladies Accessories BIG BAZAAR
BF-Men‘s BIG BAZAAR
BF-Men‘s Accessories BIG BAZAAR
BB-GM-Fashion
Fashion
Accessories BIG BAZAAR
Footwear BIG BAZAAR
GF-Luggage BIG BAZAAR
GF-New Business BIG BAZAAR
GF-Sport Goods BIG BAZAAR
GF-Toys BIG BAZAAR
BB-GM-Home ware GH-Home décor BIG BAZAAR
GH-Household
Crockery BIG BAZAAR
GH-Household
Plastic BIG BAZAAR
GH-Household
Utensil BIG BAZAAR
Beauty & health
SS-Personal
Grooming BIG BAZAAR
One Mobile (communication)
CM-Accessories ONE MOBILE
CM-Carriers ONE MOBILE
CM-Hardware ONE MOBILE
Cure &care
CC-Non
Prescription SIS
CC-Prescription SIS
Depot DP-Book DEPOT
DP-Multimedia DEPOT

49
DP-Stationery DEPOT
Electronics
EE-Cd&e
Accessories HOME BAZAAR
EE-Computer
&Access HOME BAZAAR
EE-Consumer
Durable HOME BAZAAR
EE-Electronics HOME BAZAAR
EE-Personal
Electro HOME BAZAAR
Food Bazaar FB-Chef Zone FOOD BAZAAR
FB-Chill Station FOOD BAZAAR
FB-Fabricleen FOOD BAZAAR
FB-Fruits &
Vegetable SIS
FB-Golden Harvest FOOD BAZAAR
FB-Head to toe FOOD BAZAAR
FB-Hungry kya FOOD BAZAAR
FB-Spic N Span FOOD BAZAAR
Furniture FR-Furniture HOME BAZAAR
Home Fashion Home Fashion HOME BAZAAR
Home Improvement HI-Carpentry HOME BAZAAR
Central (Hypermarket)
Logo of central market
Central brand has malls all over India. It is owned by Pantaloon Retail that also owns
the Indian Big Bazaar supermarket chain.[1]
Central has outlets in Ahmedabad,

50
Bangalore, Cochin, Hyderabad, Pune, Mumbai, Navi mumbai, Vadodara, Gurgaon,
Indore, Jaipur, Surat and Visakhapatnam . It has a food chain with 3 Amigos, Slambay,
Baskin Robbins among many others and has three main restaurants like Bombay Blues
and Copper Chimney. Bangalore Central is a shopping mall, situated in Bangalore,
India. Spread over 120,000 sq ft (11,000 m2
).[citation needed]
, it is situated on Residency
road, off M G Road. Another Bangalore Central mall was started in 9th Block,
Jayanagar. Another Bangalore Central mall(Soul Space Spirit) was started at Bellandur
Junction which was opened on 24th march 2011, Bellandur
Central Mall in Bund Garden, Pune

51
SWOT Analysis
STRENGTHS
 Thorough understanding of the needs of Indian consumers.
 Vast range of products under one roof.
 Benefit of being pioneer in the Indian retail industry.
 Superior quality goods are available at reasonable prices.
 Fast growing Indian middle class with reasonably good purchasing power.
 It has a good brand name.

52
WEAKNESSES
 High cost of operation due to large fixed costs.
 Very thin margin of profit
 High attrition rate of employees.
 Stiff competition from traditional (unorganized sector)
OPPORTUNITIES
 Potential rural markets.
 Can enter into production of various products due to its in depth understanding of
customer‘s taste and preferences
 Scope of expansion in smaller cities as there is a lot of opportunities.
 There remains a large future scope for the retail industry in India, as incomes rise
and consumption increases

53
 The opportunity for widening the business all over India because Big Bazaar
opens new stores in untapped markets, such as smaller or second tiercities such
as Sangre, Belgaum and Mysore.
THREATS
 Government Policies encouraging the unorganized sector will affect adversely
the big players.
 High taxes in India suppress consumption
 Smaller specialty shops and informal shops are sometimes able to avoid taxes,
offering lower total prices to customers.
 CONSUMER NEEDS & SATISFACTION AT BIG BAZAAR
 Customer‘s taste and preferences are changing day by day. Identification of
these changes is a major factor because the success of a firm depends on the
ability of the firm to adjust with the attitudes of the customers.
Customer satisfaction is an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction will vary from person to person and
product /service to product /service.
The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behavior such as return and
recommend rate.
Essentially customer satisfaction is the extent to which customers are happy
 with the service and products provided by a business. It is an important concept
in business because happy customers those most likely to place repeat orders

54
and explore the full range of products /services offered.
Severe competition occurs in the field of Multi Level Marketing companies and
therefore existence become very difficult. Customer Satisfaction is a major
factor for existence and in order to satisfy the customer, identification of major
factors influencing customer attitude is necessary.
Big Bazaar is a chain of hypermarket in India. Currently, there are 210stores
across 80 cities and towns in India. Big Bazaar is designed as an
agglomeration of bazaars or Indian markets with clusters offering a wide range
of merchandise including fashion and apparels, food products, general
merchandise, furniture, electronics, books, fast food and leisure and
entertainment sections.
Big Bazaar is part of Future Group, which also owns the Central Hypermarket,
and is owned through a wholly owned subsidiary of Pantaloon Retail India
Limited(BSE: 523574 523574), that is listed on Indian stock exchanges.
Big Bazaar was launched in September, 2001 with the opening of its first four
stores in Calcutta, Indore, Bangalore and Hyderabad in 22 days. Within a span
of ten years, there are now 150 Big Bazaar stores in 80 cities and towns across
India.
Big Bazaar was started by Kishore Biyani, the Group CEO and Managing
Director of Pantaloon Retail. Though Big Bazaar was launched purely as a
fashion format including apparel, cosmetics, accessory and general
merchandise, over the years Big Bazaar has included a wide range of products
and service offerings under their retail chain. The current format includes Big
Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar.
Customer Satisfaction Factors:
• Technological and engineering or reengineering aspects of product and

55
services.
• Type and quality of response provided by the supplier.
• Supplier's capability to commit on deadlines and how efficiently they are met.
• Customer‘s service provided by the supplier.
• Complaint management.
• Cost, quality, performance and efficiency of the product.
Measurement of Customer Satisfaction:
Customer satisfaction can be measured by using survey techniques and
questioners. Questions typically include an element of emotional satisfaction of
customers coupled with an element of behavioral satisfaction, as or
loy.Benefits of Customer Satisfaction Service:
The benefits of conducting customer‘s satisfaction service are significant and
their impact can last long after the result is analyzed.
SCOPE OF THE STUDY:
The success and failure of a company is purely based on customer‘s
satisfaction. Globalization and liberalization has opened up high cIn order to
retain the customers and also to attract the new customer the company has to
concentrate more ion service provided to the customer. It is through adviser
that the customers are being highly influenced. It is an important aspect in
ensuring customer satisfaction and customer retention. Therefore there arises
the need for BIGBAZAAR to find out the customer satisfaction it is this context
that the present study is undertaken.
OBJECTIVES OF THE STUDY:
• To identify the customer's attitude towards Big Bazaar in
Pazhavangaompetition. •To give necessary suggestion on the basis of findings
of the study.
• To identify customer satisfaction of Big Bazaar.

56
METHODOLOGY:
For conducting the study, both primary and secondary data‘s have been used.
The major sources of data were collected from Big Bazaar publications,
websites and interview schedule.
In order to have a better representation, a sample of hundred customers was
selected for the study. Well structured interview schedule was fixed with all the
participants. Printed questionnaire were used to record the response from
respondents.
PERIOD OF STUDY:
The interviews are held during the period for the month December to January.
LIMITATIONS:
• Some of the respondents were not co operative.
• Time was the major constrain to collect the data.
• The study does not be able to cover the abnormal factors which are likely to
influence the satisfaction of the customer.
REVIEW OF LITERATURE:
Usha Raj (2005)"A study on customers satisfaction of Mediclaim insurance
policy" with an objective to study the customers awareness about mediclaim
policy and she also find out the fact that the male headed families are mere
interested in mediclaim policies and she suggested that the issue of mediclaim
insurance policies requires number of formalities and insurance companies
take a lot of procedures .The unnecessary formalities and procedures create
delay in the issue of policy and settlement of claim. This will create
dissatisfaction among customers so the mediclaim insurance companies
should adopt the customer‘s centric approach towards the procedure and
formalities

57
K.G Manjula (2004) a study on "customer satisfaction Ration shops" examined
the existing system of public distribution system in Kerala, the consumption
pattern of the people at made appropriate suggestion for improvement. She
has found that quality of products bears considerable significant on customer's
satisfaction. She has suggested that quality product at reasonable price should
be offered to needy persons at the right time and due consideration is to be
given to the voice of customers.
Prasanti.S (2004) a study on "customers satisfaction among credit card
holders" with an objective to measure the satisfaction level of credit card
holders regarding the special features of credit cards and she also find out the
fact that more than half of respondents were satisfied with validity period,
security measures, acceptability of credit card etc and she suggested that only
limited number of credit card holders are there in semi urban areas, hence
measure should be adopted to popularize credit card among people in rural
and semi urban areas.

58
(My work in Big Bazaar to sell the Big Bazaar Profit
Club Card in the store because Iam a student of
Marketing.)
(Big Bazaar Profit Club Card terms and conditions )
What is BBPC Card?
BBPC Card made a smart choice by becoming a proud member of the
esteemed Big Bazaar PROFIT CLUB. Pay just 10000Rs in the beginning and
enjoy shopping worth 12000Rs over a year. What‘s more you can keep
earning PAYBACK points and get T-24 free talk each time you shop at Big
Bazaar, apart from enjoying a host of other benefits. So from now on start
shopping smarter.
A few must-know about Big Bazaar Profit Club Membership:
1. Carrying a Big Bazaar Profit Club Card during each transaction is
mandatory.
2. Only one Big Bazaar Profit Club Card can be used on a single Invoice.
3. The Valadity of Big Bazaar Profit Club Card is 18 months from the date of
issue.
4. The Big Bazaar Profit Club members can deposit an amount 10000Rs on
the card in person across our Big Bazaar, Food Bazaar, FBB-
Fashion@Big Bazaar and Food Right store.
5. Amount unsued after 18 months of the enrollment date will be returned
after proper customer verification. However the refund will be applicable
only for amount deposited by customer which is balance in the card at the
time of such refund.

59
6. On withdrawl from Big Bazaar Profit Club programe the members is
entitled only to refund of balance amount deposited by the member and
available on the card during such cancellation.
7. Refund will be given at FVRL outlets in which programe is applicable.
8. An original Photo ID Verification of Customer is mandatory for refund.
Details given during issuance of card will be verified.
9. Any purchases made through Big Bazaar Profit Club Card can be
returned as per the stores exchange policy only by issuance of a credit
note.
10.Big Bazaar Profit Club Card may be restricted on certain purchases, the
list of such restrictions will be updated on the website and can be modified
from time to time.
11.Usage of Big Bazaar Profit Club Card cannot be clubbed with any other
benefits issued by Future Group through other programs.
How to Convert a customers for take a membership in Big
Bazaar Profit Club Card?
1. First when a customer enter in the store then at that time only tell about
policy of BBPC Card and its benefits.
2. Leave the customer if he not filling the form of BBPC Card, first give
them time for shopping in mall. Because at shopping time only he will
consider about the BBPC policy.

60
3. After that you will see the another customers in a mall. Mostly attend
the customers at billing Counter because mostly customers convert at
that time only.
4. Those Customers that You have giving time for Shopping then attend
that customers at billing counter and clear them all the doubt of Big
Bazaar Profit Club Membership Card.
5. Tell the Customers if they will invest 10000 Rs in bank that they will not
use the money per month but in Big Bazaar Profit Club Card they will
easily shop 1000 per month in any Big Bazaar in the Country.
By this way only mostly customers will easily convert for making the Big
Bazaar Profit Club Card Membership.
Two Months I have focus for selling the Big Bazaar Profit Club
Membership Card by this way only I have get the practical knowledge of
Marketing in field.
Two Months in Big Bazaar I have also conducting a survey on Assesing Consumer
Needs & Satisfaction at Big Bazaar. At that time I have attend 120 customers for filling
the feedback form.

61
INTRODUCTION TO MARKETING
THE MARKET
The concept of market is very important in marketing. P.Kotler defines a market as an
area for potential exchanges. Thus a market is a group of buyers and sellers interested
in negotiating the terms of purchase or sale of goods or services.
MARKETING:
Marketing consists of a set of principles for choosing target markets, identifying
consumer needs developing wants, satisfying products and services and delivering
value to customers and profit to the company.
Thus marketing comprises an integrated system of business activities in order to plan,
price, promote, and distribute goods and services to meet consumer needs within the
limit of society.
Definition of marketing:

62
Philip Kotler defines marketing as a set of human activities directed at facilitating and
consummating exchanges. The essence of marketing is exchange of products and the
transaction is to satisfy human needs and wants.
Importance of marketing:
Marketing is recognized as the most significant activity in our society. Our life styles are
continuously affected by a wide range of marketing activities. Marketing alone can put
goods and services we want and need at our doorsteps.
Marketing is a vital connecting link between producers and consumers. Marketing is
directly responsible to maintain the equilibrium between mass production and mass
consumption.
MARKETING STRATEGY
PROCESS FOLLOWED
Segmentation, targeting and positioning together comprise a three stage process.
A. Determine which kinds of customers exist,
b. Select which ones we are best off trying to serve,
c. Implement our segmentation by optimizing our products/services for that segment
and communicating that we have made the choice to distinguish ourselves that way.

63
1. SEGMENTATION:
Segmentation involves finding out what kinds of consumers with different needs exist.
In the auto market, for example, some consumers demand speed and performance,
while others are much more concerned about roominess and safety. In general, it holds
true that ―You can‘t be all things to all people,‖ and experience has demonstrated that
firms that specialize in meeting the needs of one group of consumers over another tend
to be more profitable.
Several different kinds of variables can be used for segmentation:-
1. Demographic variables essentially refer to personal statistics such as income,
gender, education, location (rural vs. urban, East vs. West), ethnicity, and family size.
Campbell‘s soup, for instance, has found that Western U.S. consumers on the average
prefer spicier soups—thus, you get a different product in the same cans at the East and
West coasts.
2. Another basis for segmentation is behavior. Some consumers are ―brand loyal‖—i.e.
they tend to stick with their preferred brands even when a competing one is on sale.
3. One can also segment on benefits sought, essentially bypassing demographic
explanatory variables. Some consumers, for example, like scented soap

64
(a segment likely to be attracted to brands such as Irish Spring), while others prefer the
―clean‖ feeling of unscented soap (the ―Ivory‖ segment). Some consumers use
toothpaste primarily to promote oral health, while another segment is more interested in
breathe freshening.
2. TARGETING:
In the next step, we decide to target one or more segments. Our choice should
generally depend on several factors:-
First:
How well are existing segments served by other manufacturers? It will be more difficult
to appeal to a segment that is already well served than to one whose needs are not
currently being served well.
Secondly:
How large is the segment, and how can we expect it to grow?
Thirdly:
Do we have strengths as a company that will help us appeal particularly to one group of
consumers?

65
1. Big Bazaar targets higher & middle class customers.
2. Big Bazaar specifically targets working women and home makers who are the
primary decisions maker. It is part of Big Bazaar‘s new Guerrilla Marketing Strategy.
MARKETINGMIX
Main Aspects of Marketing Mix:
The easiest way to understand the main aspects of marketing is through its more
famous synonym of "4Ps of Marketing". The classification of four Ps of marketing
includes marketing strategies of product, price, placement and promotion. The following
diagram is helpful in determining the main ingredients of the four Ps in a marketing mix.

66
PRODUCT:
In simpler terms, product includes all features and combination of goods and related
services that a company offers to its customers.
Product is the most important aspect of marketing mix for manufacturers because
products are the market expression of the company's productive capabilities and
determine its ability to link with consumers. So product policy and strategy are of prime
importance to an enterprise, and product decisions dictate the scope and

67
Direction of company activity. Moreover, the market indicators such as profits, sales,
image, market share, reputation and stature are also dependent on them.
PRICING:
Pricing is basically setting a specific price for a product or service offered. In a simplistic
to the concept of price as the amount of money that customers have to pay to obtain the
product. Setting a price is not something simple. Normally it has been taken as a
general law that a low price will attract more customers. It is not a valid argument as
customers do not respond to price alone; they respond to value so a lower price does
not necessarily mean expanded sales if the product is not fulfilling the expectation of the
customers
Generally pricing strategy under marketing mix analysis is divided into two parts: price
determination and price administration.
Price determination is referred to as the processes and activities employed to arrive at a
price for a product including consideration of relative prices of products within the same
line, and differences in price for similar products of differing grades and qualities.

68
Price administration is referred to as the activities involved in fitting basic prices to
particular sales situations such as geographic locale, functions performed by customers,
position of distribution channel members or special sales situations.
PLACEMENT:
Placement under marketing mix involves all company activities that make the product
available to the targeted customer while planning placement strategy under marketing
mix analysis, companies consider six different channel decisions

69
including choosing between direct access to customers or involving middlemen,
choosing single or multiple channels of distributions, the length of the distribution
channel, the types of intermediaries, the numbers of distributors, and which
intermediary to use based on the quality and reputation .
PROMOTION:
Promotional strategies include all means through which a company communicates the
benefits and values of its products and persuades targeted customers to buy them. The
best way to understand promotion is through the concept of the marketing
communication process. Promotion is the company strategy to cater for the marketing
communication process that requires interaction between two or more people or groups,
encompassing senders, messages, media and receivers.
Limitation of Marketing Mix Analysis (4Ps of Marketing)
Despite the fact that marketing mix analysis is used as a synonym for the 4Ps of
Marketing, it is criticized on the point that it caters seller's view of market analysis not
customers view. To tackle this criticism, attempted to match 4 Ps of marketing with 4 Cs
of marketing to address consumer views:

70
Product : Customer Solution
Price : Customer Cost
Placement : Convenience
Promotion : Communication
RETAILING:
―Retailing includes all the activities involved in selling goods or services to the final
consumers for personal, non-business use‖.
-Philip Kotler
RETAIL STORE:
This is a place where all the things are available under a one roof in an organized
manner according to consumer needs.
1. Merchandise assortment
The company was looking for a solution that would bring all of its businesses and
processes together. After a comprehensive evaluation of different options and software
companies, the management at Pantaloon decided to go in for SAP.

71
Some of the qualities of SAP retail solutions are that it supports product development,
which includes ideation, trend analysis, and collaboration with partners in the supply
chain; sourcing and procurement, which involves working with manufacturers to fulfill
orders according to strategic merchandising plans and optimize cost, quality, and
speed–variables that must be weighted differently as business needs, buying plans, and
market demand patterns change; managing the supply chain, which involves handling
the logistics of moving finished goods from the source into stores and overseeing global
trade and procurement requirements; selling goods across a variety of channels to
customers, which requires marketing and brand management; managing mark-downs
and capturing customer reactions, analyzing data, and using it to optimize the next
phase of the design process.
2. Visual merchandising
Visual merchandising supports:-
A. sales
B. retail strategies
C. communicates with customers
D. communicates image
E. supports retailing trends.

72
Visual merchandising includes:-
A. Interior merchandising
It includes danglers, signage, standees, distribution of pamphlets, which gives details
about the offers.
Display, point of purchase, fixture, equipment and furnishing of store layout
Products packaging and label
B. Exterior merchandising
Advertisement on popular entertainment channels like Star Plus, Sony, Set Max, and
Star One.
Road shows carried out by the Big Bazaar staff with announcements about the offer to
make people aware.
Newspaper ads in almost all the local dailies like The Times of India, on different
days during the period of the offer.

73
RETAIL PROMOTION MIX
ADVERTISING:
Advertising is recognized as an indispensable tool of promotion. It has acquired a lot of
significance in the national and international markets. With the advent of globalization
and liberalization its imperativeness in the Indian retail sector has increased as a result
of competition, latest technologies, and the rapidly changing consumer‘slifestyle.
A. Objectives of Advertising:
Fundamental objective: To sell something –a product, service or an idea.
Major Objectives:
1. To promote a new product.
2. To warn the public against imitationof the retailer‘s product.
3. To manage competition in the market.

74
B. Benefits of Advertisements:
1. Advertisement helps in creating awareness among the customer about the existence,
price, and availability of product.
2. Increases the utility of existing products.
3. It educates customer about new product and their diverse uses.
C. Types of advertising:
Informative Advertising:
Purchases of durable products are generally erratic and often too expensive to buy, so
the retailer spends a huge amount on informative advertising.
Classified Advertising:
It refers to messages, which are placed under specific headings and columns in various
magazines and newspapers.
2. PROMOTION:
Promotion can be loosely classified as "above the line" and "below the line" promotion.
The promotional activities carried out through mass media like television, radio,
newspaper etc. is above the line promotion.

75
The terms ‗below-the-line-promotion‘ refers to forms of non-media communication, even
non-media advertising.
Some of the examples of BTL promotions are by exhibitions, sponsorship activities,
public relations and sales promotions like giving free gifts with goods, trade discounts
given to dealers and customers, reduced price offers on products, giving coupons which
can be redeemed later etc.
DISCOUNT DAYS:To increase the sale retail stores has started various discount offer
days. As big bazaar is concern it has big days, PAHLI TARIKH, Wednesday Bazaar,
monthly saving bazaar, power of ten.
3. PERSONAL SELLING:
Persuasive communication between a representative of the company or promoter and
one or more prospective customers, designed to influence the person's or group's
purchase decision.
4. PUBLICITY OF PRODUCT:
Publicity non-personal communication in news story form about an organization, its
products or both, that is transmitted through a mass medium at no charge.
5. PUBLIC RELATION:
Public relation is the planned and sustained effort to establish and maintain goodwill
and mutual understanding between an organization and its target customers

76
INTRODUCTION TO THE OWN BRANDS
There are various kind of product which are available in the Big Bazaar store around the
country the product range are very good which has been appreciated by the customer
of various class creed and culture, apart from the product which is available in the store
big bazaar processes a very wide range of product of variety of range for the customers,
basically this product are the own product of the big bazar.
These product does not differentiate from the best players of that category in the market
the prices of this product are relatively low as compare to the other competitors in the
market also the quality is up to the mark to challenge the best players in the market this
product are ,
TASTY TREAT
CLEAN MATE
CARE MATE
SACH
JOHN MILLER
DISNEY
PREMIUM HARVEST
EKTAA
PUNYA

77
This is the basic own product which a normal big bazar store possesses.
Apart from having a wide range of product with a relatively low price with a improve
quality to match the standard of the competitors in the market still the sales of own
brand contribution in the overall sales figure is just 5 to 6 %.
While you take the example of Wal-Mart which is not yet present in the Indian market
have a very high contribution of their own product in there sales figure it is almost 70–80
%.
PROBLEM FACING FOR THE OWN BRAND PROMOTION
CUSTOMER AWARNESS
LACK OF PROMOTIONAL ACTIVITY
LACK OF KNOWLEDGE OF THE PROMOTERS AND THE STAFFS
ATTRACTIVE PACKAGING
IN EFFECTIVE USE OF THE CSD ANNOUNCEMENT
CUSTOMER KNOWLEDGE REGURDING THE PRODUCT
POOR IN STORE DISPLAY
LACK OF INTERACTION REGARDING THE COMPLAIN OF THE CUSTOMER
FEED BACK OF THE CUSTOMER REGARDING THE PRODUCT QUALITY
THE LIKE AN DISLIKE REGARDING THE PRODUCT

78
RESEARCH METHODOLOGY
Technology and customers tastes and preferences play a vital role in today‘s
generation. Research Methodology is a set of various methods to be followed to find out
various information regarding market strata of different products. Research
Methodology is required for every industrial service industries for getting acquire
knowledge of their products.
PERIOD OF STUDY:
This study has been carried out for a maximum 30 days.
AREA OF STUDY:
The study is exclusively done in the area of marketing. It is a process requiring care,
sophistication, experience, business judgment and imagination for which there can be
no mechanical substitutes.
This study was done in big bazaar which is situated In EDM MALL ANAND VIHAR.
DATA:
The term data refers to groups of information that represent the qualitative or
quantitative attributes of a variable or set of variables. Data are typically the results of
measurements and can be the basis of graphs, images, or observations of a set of
variables. Data are often viewed as the lowest level of abstraction from which
information and knowledge are derived. Raw data refers to a collection of numbers,

79
Characters, images or other outputs from devices that collect information to convert
physical quantities into symbols that are unprocessed.
DATA COLLECTION:
PRIMARY DATA:
Data is collected from various customers through personal interaction. Data is collected
by survey, formal discussion and observation with different respondents.
SURVEY METHOD: Data are usually collected through the use of questionnaires. The
data is collected by mean of simple survey done in the retail store of the customers.
OBSERVATION OF CONSUMER: Observation of customers is often a powerful tool.
Looking at how consumers select products may yield insights into how they make
decisions and what they look for. Observing consumers, tells about:-
What is he looking in the product?
Is the brand loyal?
Is the brand more or less price sensitive?
Is the brand more interested in packaging, manufacturing, etc.
Observation may help us determine how much time consumers spend comparing
prices, or whether nutritional labels are being consumer.

80
SECONDARY DATA:
Secondary data was collected through internet sources, research papers, and published
reports by various institutions.
RESEARCH DESIGN –
The research work is exploratory in nature, and is meant to provide the basic
information required by research objectives. It is a preliminary study based on primary
data and the findings can be consolidated after a detailed conclusive study has been
carried out.
LIMITATION
Preparation of a project report and concluding a research is a whole process which is
carried out in a number of steps. Therefore throughout the whole process of research
there are a number of difficulties encountered by researcher, at every step. In the
present study we may assume following limitation.
 Data don‘t represent entire population behavior.
 It is very difficult to measure perception by means of mathematical calculation.
 This research was done in Bangalore city only hence this Conclusion is valid only
for Bangalore.
 It was assumed that respondent have the knowledge about big bazaar but if he
do not have proper knowledge then result may come wrong.
 The respondent view point on the study/questionnaire purely judgmentand may
be induced by other reasons also.

81
ANALYSIS
1. WHICH NATIVE STATE DO YOU BELONG?
NUMBER REGION NO. OF
RESPOND
PERCENTAGE
1 ANAND VIHAR 45 45%
2 LAXMI NAGAR 12 12%
3 KAUSHAMBI 20 20%
4 VAISHALI 15 15%
5 PRIT VIHAR 8 8%
0
10
20
30
40
50
60
ANAND VIHAR LAXMI NAGAR KAUSHAMBI VAISHALI PRIT VIHAR
Series 3
Series 2
Series 1

82
2. HOW MANY TIMES YOU WISIT BIG BAZAAR?
NO CATOGERY NO OF
RESPONSE
%
1 Once in a week 10 10
2 Twice in a week 15 15
3 1 in 15 days 30 30
4 1 in a mount 43 43
5 Every day 2 2
0
5
10
15
20
25
30
35
40
45
once in a
week
twice in a
week
1 in 15 days 1 in a
mounth
every day
Series 3
Series 2
Series 1

83
3. ARE YOU AWARE OF THE FOLLOWING BRANDS?
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH
5. JOHN MILLER
6. DISNEY
7. PREMIUM HARVEST
8. EKTAA
9. PUNYAA
10. FRESH AND PURE
11. DJ & C
12. BUFFALO
13. SPUNK
14. KNIGHTHOOD
15. UMM

84
4. HAVE YOU BROUGHT ANY OF THE PRODUCTS BEFORE?
TASTY TREAT
CLEAN MATE
CARE MATE
SACH
JOHN MILLER
DINEY
AWARENESS OF THE PRODUCT
DON’T KNOW
TASTY TREATE
CLEAN MATE
SACH
JOHN MILLER
DISNEY
PREMIUM HARVEST
EKTAA
PUNYA
FRESH AND PURE

85
PREMIUM HARVEST
EKTAA
PUNYAA
FRESH AND PURE
DJ &C
KNIGHTHOOD
PURCHASE OF THE PRODUCT
NO
JOHN MILLER
TASTY TREATE
4thCLEAN MATE Qtr
CARE MATE
PREMIUM HARVEST
EKTAA
SACH
DISNEY
FRESH AND PURE
DJ & C

86
NO PRODUCT NO OF
RESPONSE
%
1 DON’T
KNOW
47 47
2 JOHN
MILLER
21 21
3 TASTY
TREAT
10 16
4 CLEAN
MATE
9 9
5 CARE
MATE
3 3
6 PREMIUM
HARVEST
4 4
7 EKTAA 4 4
8 SACH 3 3
9 DISNEY 2 2
10 FRESH
AND
PURE
1 1

87
5. WHICH ONE OF THESE YOU LIKE?
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH
5. JOHN MILLER
6. DINEY
7 .PREMIUM HARVEST
8 EKTAA
9. PUNYAA
10. FRESH AND PURE

88
NO PRODUCT NO OF
RESPONSE
%
1 DON’TLIKE 40 30
2 JOHN MILLER 20 20
3 TASTY TREAT 15 20
4 CLEAN MATE 14 13
5 CARE MATE 3 3
6 PREMIUM
HARVEST
4 4
7 EKTAA 4 4
8 SACH 3 3
9 DISNEY 2 2
10 FRESH AND
PURE
1 1

89
ACKNOWLEDGEMENT OF THE PRODUCT
DON’T LIKE
JOHN MILLER
TASTY TREATE
CLEAN MATE
CARE MATE
PREMIUM HARVEST
EKTAA
SACH
DISNEY
FRESH AND FURE

90
6. WHAT ATTRACT YOU TO BUY THE PRODUCT?
1. QUALITY
2. PRICE
3. PACKAGING
4. IN STORE DISPLAY

91
NO CATEGORY NO OF RESPONSE %
1 QUALITY 10 10
2 PRISE 70 70
3 PACKAGING 15 15
4 IN STORE DISPLAY 5 5
0
10
20
30
40
50
60
70
80
90
QUALITY PRISE PACKAGING IN STORE
DISPLAY
Series 3
Series 2
Series 1

92
7. WHICH ONE OF THESE YOU WILL LIKE TO PUSCHASE AGAIN?
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH
5. JOHN MILLER
6. DISNEY
7. PREMIUM HARVEST
8. EKTAA
9. PUNYAA
10. FRESH AND PURE

93
NO PRODUCT NO OF
RESPONSE
%
2 JOHN MILLER 20 20
3 TASTY TREAT 45 15
4 CLEAN MATE 15 14
5 CARE MATE 3 3
6 PREMIUM
HARVEST
4 4
7 EKTAA 10 4
8 SACH 3 3
9 DISNEY 2 2
10 FRESH AND
PURE
3 1
CUSTOMER PREFERENCE
JOHN MILLER
TASTY TREATE
CLEAN MATE
CARE MATE
PREMIUM HARVEST
EKTAA
SACH
DISNEY

94
8. WHICH ONE OF THESE YOU WILL LIKE TO SEE FURTHER IMPROVEMENT?
1. QUALITY
2. PRICE
3. PACKAGING
4. IN STORE DISPLAY
N
O
CATEGORY NO OF RESPONSE %
1 QUALITY 70 70
2 PRISE 10 10
3 PACKAGING 15 15
4 IN STORE
DISPLAY
5 5

95
0
10
20
30
40
50
60
70
80
QUALITY PRISE PACKAGING IN STORE DISPLAY
Series 3
Series 2
Series 1

96
CONCLUSION AND RECOMMENDATIONS
Conclusions followed by recommendations form the basis of the report more solid. The
conclusion proves the analysis that is carried out in the report and on the basis of these
conclusions, recommendations are given.
During the course of the study it was found that big bazaar is lacking popularity due to
the less concentration on the management of customer data base.
In the survey and analysis it was found that the Buying Behavior of the customers
depends on variety of factors like Need, Cost, Quality, Durability, Product range and
some other factors.
Advertisements
 The organization should also concentrate upon the Advertisement strategies
and should come up with the innovative ads.
 Name recall amongst the Consumer Categories is low because of less
frequency of the TV advertisements.
 The organization should have customer data base so that information about
offers can be conveyed to the customer and customer segregation can also be
done.
 The Retailing industry is booming. In order to tap the potential market, the
Company can advertise in a magazine named like ‗Daily news record‘. This will
help in showcasing the products of the magazine. This can add an extra spice to
sales

97
 In store display and the use of the colours full display of the product should be
increase
 Koramangla Big bazar have a very good plus point regarding the place that the
store contains compare to the other stores in the city the effective use of the
store should be done effectively ,by using some portion of the place for fun
activity and regarding the fun and game it will also help to promote the own
brand .
Example the game should me in the name of tasty treat or clean mate or care
mate it helps the customer to know the product.
 Using of clown of the name of the product this will help in the awareness of the
customer in the product this will help to increase the awareness regarding the
product
 Giving free samples in the place of fun and game
PLACE
 The place of the koramangla big bazar consists of 50,000 square feet will is
quite good compare the other stores of big bazaar in the town the place
management of the store and there display has to be done systematically that is
the entrance the crowded place should be effectively manage .
 The display of the own brand must be in proper place to be get notice by the
customers .In place of the entrance in crowded place to get the proper view by
the customers
 The back side of the bill should be used for the purpose of the promotion of the
own brand promotion

98
 The plastic carry bag of the big bazar should also be used for the promotional
activity of the home product
 Effective use of the csd for announcement of the name of the product to get
notice by the customers
 Separate card in the name of (MAGIC CARD) for the purchase of own brand
product only
PRODUCT
 Though the products of the big bazaar is relatively good compare to the leading
product players in the market people are not will to take it because of their poor
packaging and poor display in the store and also the awareness by the customer
PRISE
 Company should focus on their Price. It should know the competitors price and
according to that there should be a proper action to decide the price and discount
offers.
 Though the prize of the product is relatively less compare to the other brand but
people are not willing to buy because of the lack of knowledge by the customer.
CUSTOMER SERVICES
 On the weekends mostly, there is long queue for the billing which takes a huge
time so there should be an increment in the number of cash counters.
 From the analysis it is clear that more than 50% customers live within 5km area,
so if it possible big bazaar should increase its home delivery distance.
 On the business days again it is seen that there is a queue in front of lift so there
is a need to solve the problem by using escalator or big size lifts because due to
this customer do not want to go on the above floor and these floor are
havinghigh value product.

99
QUESTIONNAIRE
(I am a student of Dharmendra Kumar MIMT Collage Greater Noida & I am
conducting a survey on Assessing Consumer Needs & Satisfaction at Big Bazaar
Anand Vihar(ISBT).)
1. Name___________________________________________________________________
Gender . () Male______ () Female________ Age______________
Mobile No___________________________
2. Whether this is 1st
visit to Big Bazaar or Otherwise.
1st
visit ______ 2nd
Visit______
3rd
visit______ 4th
visit________ & beyond______
3. What is the reason for shopping at Big Bazaar Aditya Mall?
_______________________________________________
4. How did you hear about the Big Bazaar?
Newspaper Advertisment 1 Passing by 6
Newspaper Leaflets 2 Banners 7
Hoardings 3 Radio 8
Through Family & Friends4 Others (Pls specify) 9
SMS 5
5. Which News paper you often read?
(1) Hindustan times (2) TOI (3)Danik Jagran (4) Amar ujjala (5) Punjab
Kessari (6) Navbharat times (7) Others

100
6What products you feel should be available at Big Bazaar outlets under “Best Deals”. Pls
Tick your choices.
A. ELECTRONICS
LED____MOBILE____A/C_____REFRIGERATOR____MICROWAVE____CAMER
A IT____ MIXERGRINDER____
B. FASHION
JEANS___T-SHIRTS___SHIRTS___ETHNIC WEAR___KIDSWEAR___LADIES
SANDALS___SPORTS SHOES___
C. FOOD
DAAL/AATA/SUGAR___RICE/OIL/GHEE___BISCUITS & NAMKEENS___JUICE
& SOFT
DRINKS___FRUITS/VEGETABLES___SHAMPOOS/SOAPS___DETERGENTS___
D. HOME FASHION
BEDSHEETS___PILLOWS____TOWELS____CARPETS___CURTAINS___
E. HOME NEEDS
GAS STOVE___INDUCTION COOKTOP___TAVA & FRYING PAN___DINNER
SET/GLASSWARE___COOKER___UTENSILS___PLASTIC CONTAINERS
F. LUGGAGE
TROLLEY BAGS___DUFFLE BAGS___LAPTOP BAGS___BACK PACK___
G. FURNITURE
SOFA___BED___WARDROBE___DINING TABLE
6. Will coupons/pamphlets in printed media (newspaper) giving additional discounts on their
products at store excite/ affect your shopping decision?
(1) Yes____ (2) No_____

101
7. How would you rate the following in our Store Ambience? (GOOD/OK/BAD)
Music_____ _____ _____
Temperature_____ _______ _______
Lighting_____ ______ ______
Cleanliness_____ ______ _____
8. How did you find the following qualities of our store staff? (GOOD/OK/BAD)
Courteousness_____ ______ _______
Grooming______ _______ _________
Efficiency & Knowledge______ ______ ______
9. How would you rate the following in our products? (GOOD/OK/BAD)
Range____ ____ ____
Prices____ _____ ____
Quality____ ____ _____
Availability____ _____ _____
10. Around the store(GOOD/OK/BAD)
Navigation____ _____ _____
Ease of moving around the store_____ _____ _____
Product Displays & signages______ ______ _______
Ease of finding a products______ ______ _________
Ease of finding a trolley/basket_____ ______ ______
11. How did you find the billing process at our store?(GOOD/OK/BAD)
Cashier Interaction_____ _____ ______
Cashier Speed______ ________ ______
Chekout Counter_____ ______ _______
12.How was your overall experience? (Excellent/Good/Satisfactory/Not satisfaction/No
comment)
________________________________

102
13. Would you visit our store again?
Sure_____ Maybe______ Never______
14.Have you utilized any of our other services as listed below?
Please share your experiences/suggestions.
1.Home Delivery___2. Exchange___ 3.Gift Wrapping___ 4.Baggage
5.Counter___6.Parking___7.Alteration____8.Helpline____9.Other-Please specify_____
15. Anything else you would like to share with us?
________________________________________________________________________
________________________________________________________________________
my Questionnaire which I have conducting a survey over Customers.
---------------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------------

103
BIBLIOGRAPHY
BOOKS
KOTLER PHILLIP,KELLER KELVIN
INTERNET
WWW.WEKIPEDIA.COM
WWW.GOOGLE.COM
WWW.YAHOOBUISNESS.COM
WWW.REDIFFBUISNESS.COM
http://www.business-standard.com/india/news/future-retail-to-open-60-
stores-in-next-18-months/104621/on
http://economictimes.indiatimes.com/news/news-by-
industry/services/retailing/Future-Retail-to-open-60-stores-in-next-18-
months/articleshow/6287575.cms
http://www.big-bazaar.co.in/

104
APENDICES
QUESTIONNAIRES
AWARENESS REGARDING THE OWN PRODUCT
DHARMENDRA KUMAR
MANGALMAY INSTITUE OF MANAGEMENT & TECHNOLOGY
QUESTIONNAIRES
1. WHICH NATIVE (STATE) DO YOU BELONG?
A. KARNATAKA B. TAMIL NADU C. A.P D. KERALA
E. NORTH INDIA
2. HOW MANY TIMES YOU VISIT IN BIG BAZAR?
ONCE IN A WEEK TWICE IN A WEEK 1 IN 15 DAY
1 IN A MOUNTH EVERY DAY
3. ARE YOU AWARE OF THE FOLLOWING BRANDS?
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH
5. JOHN MILLER
6. DISNEY
7. PREMIUM HARVEST
8. EKTAA
9. PUNYA
10. FRESH AND PURE
4. HAVE YOU BROUGHT ANY OF THE PRODUCTS BEFORE?
A
N
D

105
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH
5. JOHN MILLER
6. DISNEY
7. PREMIUM HARVEST
8. EKTAA
9. PUNYA
10. FRESH AND PURE
5. WHICH ONE OF THOSE YOU LIKE?
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH
5. JOHN MILLER
6. DISNEY
7. PREMIUM HARVEST
8. EKTAA
9. PUNYA
10. FRESH AND PURE
6. WHAT ATTRACT YOU TO BUY THE PRODUCT?
7. WHICH ONE OF THOSE YOU WOULD LIKE TO PURCHASE AGAIN?
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH

106
5. JOHN MILLER
6. DISNEY
7. PREMIUM HARVEST
8. EKTAA
9. PUNYA
10. FRESH AND PURE
8. WHICH ONE OF THESE YOU WILL LIKE TO SEE FURTHER IMPROVEMENT?
9 )TELL US A LITTLE MORE ABOUT YOUR SELF
NAME…………………………………………. AGE……… SEX:
M/F……………………. MOB NO…………………................
OCCUPATION………………………….............................
EMAIL ………………………………
10 ANY SUGGESTION?
……………………………………………………………………………………….

Dharm project big bazaar

More Related Content

What's hot (20)

Viewers also liked (20)

Similar to Dharm project big bazaar (20)

Recently uploaded (20)

Dharm project big bazaar