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A STUDY ON CONSUMER SATISFACTION AT BIG BAZAAR

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A STUDY ON CONSUMER SATISFACTION AT BIG BAZAAR

  1. 1. REPORT A STUDY ON CONSUMER SATISFACION AT BIG BAZAAR, MAYUR VIHAR STORE” SUBMITTED BY: SHASHI KISHORE PGDM( 2013-2015) INDUSTRY MENTOR: FACULTY MENTOR: AMIT THAKUR (H.R) DR. S. P. SINGH 1
  2. 2. ACKNOLWLEDGEMENT I would like to gratefully acknowledge the contribution of all the people who took active part and provided valuable support to me during the course of this project. To begin with, I would like to offer my sincere thanks to Mr. Amit Thakur, HR for giving me the opportunity to do my summer training at “BIG BAZAAR”. ‘Without his guidance, support and valuable suggestions during the research, the project would not have been accomplished. My heartfelt gratitude also goes to the entire “Big Bazaar team” for their co-operation and willingness to answer all my queries, and provide valuable 2 assistance. I also sincerely thank Dr.S.P. Singh, my faculty mentor at ITS-IM, who provided valuable suggestions, shared his rich corporate experience, and helped me script the exact requisites. Last, but not least. I would like to thank all the employees for sharing their experience and giving their valuable time to me during the course of my project.
  3. 3. LETTER OF TRANSMITTAL I.T.S – Institute of Management, Greater Noida, Approved by AICTE, Ministry of HRD, Govt. of India, Equivalent to MBA by AIU. 3 Date: June, 14, 2014 Mr. Amit Thakur HR Executive Big Bazaar Mayur Vihar Dear Sir, Re: Summer Project Report Attached herewith is a copy of my summer-project report “On the basis of catchment area analysis finding out below the line promotional strategies for the Private labels of FMCG in Big Bazaar, Mayur Vihar store”, which I am submitting in order to mark the completion of my 9-week summer project at your organization. This report was prepared by me using the best of practices and summarizes the work performed on the project and is being submitted in partial fulfilment of the requirements for award of diploma. I would like to mention that the overall experience with the organization was very good, and helped me to know how work is carried out in real practice with the help of your esteemed organization. I feel honoured that I got an opportunity to work with FUTURE GROUP, a company of great repute. I hope I did justice to the project and added some value to the organization. Suggestions/comments would be appreciated. Yours truly, Shashi Kishore
  4. 4. LETTER OF AUTHORIZATION I, Shashi Kishore, a student of ITS- Institute of Management, hereby declare that I have worked on project titled “A Study On Consumer Satisfaction at Big Bazaar, Mayur Vihar store” during my summer internship at “BIG BAZAAR”, in partial fulfilment of the requirement for the Post Graduate Diploma in Management program. I guarantee/underwrite my research work to be authentic and original to the best of my knowledge in all respects of the process carried out during the project tenure. My learning experience at BIG BAZAAR, under the guidance of Mr. Amit Thakur, HR and Dr. S.P. Singh, Associate Prof. has been truly enriching. 4 June 21, 2014 Shashi Kishor
  5. 5. CONTENTS 5 Page No: LIST OF TABLES 5 LIST OF FIGURES 6 CHAPTER I: INTRODUCTION 8 CHAPTER II: BIG BAZAAR - AN OVERVIEW 13 CHAPTER III: BIG BAZAAR AND CUSTOMER 14 SATISFACTION CHAPTER IV: ANALYSIS AND INTERPRETATION 15 OF DATA CHAPTER V: SUMMARY OF FINDINGS, SUGGESTIONS 28 AND CONCLUSION
  6. 6. LIST OF TABLES Table No: Title Page No: 4.1 Age Wise Classification 15 4.2 Sex Wise Classification 17 4.3 Analysis of Price of Products 17 4.4 Analysis of Range of Products 19 4.5 Analysis of Quality of Products 20 4.6 Analysis of Availability of Products 21 4.7 Customer Satisfaction of Store Ambience 22 4.8 Qualities of Store Staff 23 4.9 Customer Satisfaction of Navigation 24 4.10 Customer Satisfaction of Product Display Around the Store 25 4.11 Response towards billing process at the Store 26 4.12 Overall Experience of Customers 27 6
  7. 7. LIST OF FIGURES Figure No: Title Page No: 4.1 Age Wise Classification 16 4.3 Analysis of Price of Products 18 4.4 Analysis of Range of Products 19 4.5 Analysis of Quality of Products 20 4.6 Analysis of Availability of Products 21 4.7 Customer Satisfaction of Store Ambience 22 4.8 Qualities of Store Staff 23 4.9 Customer Satisfaction of Navigation 24 4.10 Customer Satisfaction of Product Display Around the Store 25 4.11 Response towards billing process at the Store 26 4.12 Overall Experience of Customers 27 7
  8. 8. CHAPTER DESIGN THIS STUDY CONSIST OF FIVE MAJOR CHAPTERS THEY ARE: 8 CHAPTER TOPIC I INTRODUCTION II BIG BAZAAR AN OVER VIEW III BIG BAZAAR AND CUSTOMER SATISFACTION IV ANALYSIS AND INTERPRETATION OF DATA V SUMMARY OF FINDINGS, SUGGETIONS AND CONCLUSION
  9. 9. CHAPTER I INTRODUCTION 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 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 210 stores 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. 9
  10. 10. Big Bazaar is part of Future Group, which also owns the Central 10 Hypermarket. 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 . 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 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 loyalty to a particular product or service.
  11. 11. 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. Customer’s satisfaction service can use to:  Identify area that needs improvement  Increase loyalty  Identify customer satisfaction. 1.1 STATEMENT OF THE PROBLEM: In this competitive world lot of multi level marketing companies are there in market and they have variety of products and services line up as well. Some of them are going successful and few of them are not doing well. This work is an attempt to study about a store BIG BAZAAR, which is a really successful branch of future group. But some of the people are unsatisfied with navigation problem of BIGBAZAAR. 1.2 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 competition among the business sector. In 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. 1.3 OBJECTIVES OF THE STUDY:  To find out attributes customer chooses a retail outlets like Big Bazaar.  To find out level of satisfaction from Big Bazaar based on various 11 parameters.  To find out to understand why customer preferred Big Bazaar.
  12. 12. 12 1.4 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. 1.5 PERIOD OF STUDY: The interviews are held during the period for the month April to June. 1.6 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. 1.7 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
  13. 13. create dissatisfaction among customers so the mediclaim insurance companies should adopt the customer’s centric approach towards the procedure and formalities 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. 13
  14. 14. CHAPTER II BIG BAZAAR OVERVIEW 14 Type Public Industry Retailing Founded 2001 Headquarters Mumbai, Maharashtra, India Products Department store Employees More than 40000 people Parent Future Group Divisions ~100 Website www.Bigbazaar.com
  15. 15. CHAPTER III 3.1BIG BAZAAR AND CUSTOMER SATISFACTION  For the satisfaction of customers Big Bazaar is providing many offers and loyalty programs. Satisfied customers are the main factors behind the success of Big Bazaar.  This may not have gone all right.  In all such situations the store gave customers a chance to talk. 3.2 CUSTOMER SATISFACTION Customer satisfaction a term used in marketing is a measure of how products and services supplied by a company meet customer expectations. Customer satisfaction is defined as “The number of customers or percentage of customers, who’s reported experience with a firm, its products r its services exceeds. Within organizations, Customer satisfaction rating can have powerful effects. They focus employees on the importance of fulfilling customer’s expectations. 15
  16. 16. CHAPTER IV ANALYSIS AND INTRPRETATION OF DATA This chapter analysis customer feedback based on the data collected from the sample respondent for the purpose of analysis. The universe of the study being limited to Mayur Vihar Store. A random sampling model is used to capture the opinion of the respondents. Factors used for the study are:  Price of product  Quality of product  Assistance of Sales Person  Ambience  Variety of products available  Range of products  Offers at Big Bazaar  Display  Facilities(AC, Trolley)  Queue time at payment  Assistance a delivery point  Availability & charges of parking 16
  17. 17. 17 1. Occupation:- Occupation Frequency Percent Valid Percent Cumulative Percent Valid home maker 23 .8 23.0 23.0 professional/service 32 1.1 32.0 55.0 self employed/own business 24 .9 24.0 79.0 Student 13 .5 13.0 92.0 Retired 8 .3 8.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 Occupation wise classification reveals that 23% of customer’s come in home maker, 32% customer’s come at profession/service, 24% in self employed/ own business, and 13 % come at student and 8% retired. It is clear from the below diagram.
  18. 18. 18 2. GENDER:- Gender Frequency Percent Valid Percent Cumulative Percent Valid male 43 1.5 43.0 43.0 female 57 2.0 57.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 Gender wise classification reveals that 43% of respondents are males and 57% are females. It is clear from the below diagram.
  19. 19. 19 3. AGE:- Age Frequency Percent Valid Percent Cumulative Percent Valid 15-25 20 .7 20.0 20.0 25-35 25 .9 25.0 45.0 35-45 39 1.4 39.0 84.0 45-60 10 .4 10.0 94.0 60 above 6 .2 6.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 Age wise classification reveals that 20% of customer’s belonged to age group of 15- 25, another 25% are in the group of 25-35, 39% are in the group of 35-45 and 10% are in the group of 45-60 and 6% are in the group of 60 above. It is clear from the below diagram.
  20. 20. 20 4. HOUSEHOLD INCOME:- household income Frequency Percent Valid Percent Cumulative Percent Valid less than 30000/month 39 1.4 39.0 39.0 30000-60000/month 38 1.4 38.0 77.0 60000-100000/month 18 .6 18.0 95.0 more than 100000 5 .2 5.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 Household income wise classification reveals that 39% of customer’s belonged to income of less than 30000/month, another 38% are in the income of 30000- 60000/month, 18% are in the income of 60000-100000/month, and 5% are in the income of more than 100000/month. It is clear from the below diagram.
  21. 21. 21 5. MARTIAL STATUS:- marital status Frequency Percent Valid Percent Cumulative Percent Valid married 72 2.6 72.0 72.0 unmarried 28 1.0 28.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 Martial status wise classification reveals that 72% of customer’s married and 28% of customer’s are unmarried. It is clear from the below diagram.
  22. 22. 22 6. TYPE OF FAMILY :- type of family Frequency Percent Valid Percent Cumulative Percent Valid nuclear 43 1.5 43.0 43.0 joint family 57 2.0 57.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 Type of family wise classification reveals that 43% of customer’s belonged to nuclear family and 57% of customer’s belonged to joint family. It is clear from the below diagram.
  23. 23. 7 . NUMBER OF FAMILY MEMBERS:- no. of family member Frequency Percent Valid Percent 23 Cumulative Percent Valid 2-3 19 .7 19.0 19.0 3-4 32 1.1 32.0 51.0 4-5 31 1.1 31.0 82.0 more than 5 18 .6 18.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 No. of family members wise classification reveals that 19% of customer’s belonged to no of family group of 2, another 32% are in the group of 2-3, 39% are in the group of 3-4 and 31% are in the group of 4-5 and 18 % are in the group of more than 5. It is clear from the below diagram.
  24. 24. 8 . HOW MANY TIMES DO YOU SHOP FROM BIG BAZAAR:- how many times do you shop from big bazaar Frequency Percent Valid Percent 24 Cumulative Percent Valid once a month 5 .2 5.0 5.0 twice a month 24 .9 24.0 29.0 thrice a month 18 .6 18.0 47.0 more than thrice a month 23 .8 23.0 70.0 on need basis 30 1.1 30.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 Shopping wise classification reveals that 5% of customer’s come to once a month, 24% customer’s do shopping in twice a month, 18 % customer’s do shopping in thrice a month and 23% customer’s do shopping in more than thrice a month and 30% customer’s do shopping on need basis. It is clear from the below diagram.
  25. 25. 9. ACCORDING TO YOUR PURCHASE LIST WHAT % OF PRODUCT DO YOU NEARLY GET AT BIG BAZAAR:- purchase list what percent of product Frequency Percent Valid Percent 25 Cumulative Percent Valid <50 3 .1 3.0 3.0 50-75 27 1.0 27.0 30.0 75-90 53 1.9 53.0 83.0 100 17 .6 17.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 It is clear from the above table that 3% of the respondents are in the purchase list what %of product up to <50, 27% of respondents are in % of product of 50-75, 53% are in % of product of 75-90,17 % are included in the product of 100 . Hence the majority are from the purchase % of 75-90. It is clear from the below diagram.
  26. 26. 10. Please rank the following attributes while choosing a retail outlet. The most important attributes may rank 1, the next imported may be 2 and so on. If necessary you could give same rank to move than one parameters also:- 26 Price Frequency Percent Valid Percent Cumulative Percent Valid very important 49 1.7 49.0 49.0 least important 51 1.8 51.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 It is found from the above table that 49% of the respondents are satisfied with price and 51% are satisfied with other least important attributes. It is clear from the below diagram.
  27. 27. quality of product Frequency Percent Valid Percent 27 Cumulative Percent Valid very important 51 1.8 51.0 51.0 least important 49 1.7 49.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 It is found from the above table that 51% of the respondents are satisfied with quality of product and 49% are satisfied with other least important attributes. It is clear from the below diagram.
  28. 28. 28 Service Frequency Percent Valid Percent Cumulative Percent Valid very important 50 1.8 50.0 50.0 least important 50 1.8 50.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 It is found from the above table that 50% of the respondents are satisfied with service and 50% are satisfied with other least important attributes. It is clear from the below diagram.
  29. 29. 29 Ambiance Frequency Percent Valid Percent Cumulative Percent Valid very important 51 1.8 51.0 51.0 least important 49 1.7 49.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 It is found from the above table that 51% of the respondents are satisfied with ambience and 49% are satisfied with other least important attributes. It is clear from the below diagram.
  30. 30. variety of product Frequency Percent Valid Percent 30 Cumulative Percent Valid very important 61 2.2 61.0 61.0 least important 39 1.4 39.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 It is found from the above table that 61 % of the respondents are satisfied with variety of product and 39% are satisfied with other least important attributes. It is clear from the below diagram.
  31. 31. offers of big bazaar Frequency Percent Valid Percent 31 Cumulative Percent Valid very important 69 2.5 69.0 69.0 least important 31 1.1 31.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 It is found from the above table that 69% of the respondents are satisfied with offers of big bazaar and 31% are satisfied with other least important attributes. It is clear from the below diagram.
  32. 32. display of big bazaar Frequency Percent Valid Percent 32 Cumulative Percent Valid very important 59 2.1 59.0 59.0 least important 41 1.5 41.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 It is found from the above table that 59% of the respondents are satisfied with display of big bazaar and 41% are satisfied with other least important attributes. It is clear from the below diagram.
  33. 33. facilities(ac, trolley) Frequency Percent Valid Percent 33 Cumulative Percent Valid very important 40 1.4 40.0 40.0 least important 60 2.1 60.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 It is found from the above table that 40% of the respondents are satisfied with facilities (ac, trolley) and 60% are satisfied with other least important attributes. It is clear from the below diagram.
  34. 34. 11. RATE BIG BAZAAR ON THE BASIS OF FOLLOWING PARAMETERS:- prices of the products Frequency Percent Valid Percent 34 Cumulative Percent Valid highly satisfactory 13 .5 13.0 13.0 Satisfactory 76 2.7 76.0 89.0 neither satisfactory nor dissatisfactory 10 .4 10.0 99.0 Dissatisfactory 1 .0 1.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 76% are satisfied with price of the products and 13% are highly satisfied, 10% are neither satisfied nor dissatisfied and 1% are dissatisfied. It is clear from the below diagram.
  35. 35. quality of products Frequency Percent Valid Percent 35 Cumulative Percent Valid highly satisfactory 17 .6 17.0 17.0 satisfactory 59 2.1 59.0 76.0 neither satisfactory nor dissatisfactory 21 .7 21.0 97.0 Dissatisfactory 2 .1 2.0 99.0 highly dissatisfactory 1 .0 1.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 59% are satisfied with quality of products and 17% are highly satisfied, 21% are neither satisfied nor dissatisfied and 2% are dissatisfied and 1% highly dissatisfied. It is clear from the below diagram.
  36. 36. 36 assistance of sales person Frequency Percent Valid Percent Cumulative Percent Valid highly satisfactory 14 .5 14.0 14.0 Satisfactory 51 1.8 51.0 65.0 neither satisfactory nor dissatisfactory 27 1.0 27.0 92.0 Dissatisfactory 8 .3 8.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 51% are satisfied with assistance of sales person and 14% are highly satisfied, 27% are neither satisfied nor dissatisfied and 8% are satisfied. It is clear from the below diagram.
  37. 37. Ambience Frequency Percent Valid Percent 37 Cumulative Percent Valid highly satisfactory 14 .5 14.0 14.0 satisfactory 67 2.4 67.0 81.0 neither satisfactory nor dissatisfactory 12 .4 12.0 93.0 dissatisfactory 5 .2 5.0 98.0 highly dissatisfactory 2 .1 2.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 67% are satisfied with ambience and 14% are highly satisfied, 12% are neither satisfied nor dissatisfied and 5% are dissatisfied and 2% highly dissatisfied. It is clear from the below diagram.
  38. 38. variety of products available Frequency Percent Valid Percent 38 Cumulative Percent Valid highly satisfactory 26 .9 26.0 26.0 satisfactory 61 2.2 61.0 87.0 neither satisfactory nor dissatisfactory 11 .4 11.0 98.0 dissatisfactory 2 .1 2.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 61% are satisfied with variety of products available and 26% are highly satisfied, 11% are neither satisfied nor dissatisfied and 2% dissatisfied. It is clear from the below diagram.
  39. 39. range of products Frequency Percent Valid Percent 39 Cumulative Percent Valid highly satisfactory 13 .5 13.0 13.0 satisfactory 71 2.5 71.0 84.0 neither satisfactory nor dissatisfactory 14 .5 14.0 98.0 dissatisfactory 2 .1 2.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 71% are satisfied with range of products and 13% are highly satisfied, 14% are neither satisfied nor dissatisfied and 2% are dissatisfied. It is clear from the below diagram.
  40. 40. offers at big bazaar Frequency Percent Valid Percent 40 Cumulative Percent Valid highly satisfactory 24 .9 24.0 24.0 satisfactory 62 2.2 62.0 86.0 neither satisfactory nor dissatisfactory 14 .5 14.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 62% are satisfied with offers at big bazaar and 24% are highly satisfied, and 14% are neither satisfied nor dissatisfied. It is clear from the below diagram.
  41. 41. Display Frequency Percent Valid Percent 41 Cumulative Percent Valid highly satisfactory 20 .7 20.0 20.0 Satisfactory 62 2.2 62.0 82.0 neither satisfactory nor dissatisfactory 16 .6 16.0 98.0 Dissatisfactory 2 .1 2.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 62% are satisfied with display at big bazaar and 20% are highly satisfied, 16% are neither satisfied nor dissatisfied and 2% are dissatisfied and 2% highly dissatisfied. It is clear from the below diagram.
  42. 42. facilities(AC, trolley) Frequency Percent Valid Percent 42 Cumulative Percent Valid highly satisfactory 15 .5 15.0 15.0 Satisfactory 38 1.4 38.0 53.0 neither satisfactory nor dissatisfactory 44 1.6 44.0 97.0 Dissatisfactory 3 .1 3.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 38% are satisfied with facilities and 15% are highly satisfied, 44% are neither satisfied nor dissatisfied and 3% are dissatisfied. It is clear from the below diagram.
  43. 43. queue time at payment Frequency Percent Valid Percent 43 Cumulative Percent Valid highly satisfactory 5 .2 5.0 5.0 satisfactory 60 2.1 60.0 65.0 neither satisfactory nor dissatisfactory 29 1.0 29.0 94.0 dissatisfactory 5 .2 5.0 99.0 highly dissatisfactory 1 .0 1.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 60% are satisfied with queue time at payment and 5% are highly satisfied, 29% are neither satisfied nor dissatisfied and 5% are dissatisfied and 1% highly dissatisfied. It is clear from the below diagram.
  44. 44. assistance a delivery point Frequency Percent Valid Percent 44 Cumulative Percent Valid highly satisfactory 11 .4 11.0 11.0 Satisfactory 61 2.2 61.0 72.0 neither satisfactory nor dissatisfactory 22 .8 22.0 94.0 Dissatisfactory 6 .2 6.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 61% are satisfied with assistance a delivery point and 11% are highly satisfied, 22% are neither satisfied nor dissatisfied and 6% are dissatisfied. It is clear from the below diagram.
  45. 45. availability and charges of parking Frequency Percent Valid Percent 45 Cumulative Percent Valid highly satisfactory 15 .5 15.0 15.0 satisfactory 36 1.3 36.0 51.0 neither satisfactory nor dissatisfactory 40 1.4 40.0 91.0 dissatisfactory 6 .2 6.0 97.0 highly dissatisfactory 3 .1 3.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 36% are satisfied with availability and charge of parking and 15% are highly satisfied, 40% are neither satisfied nor dissatisfied and 6% are dissatisfied and 3% highly dissatisfied. It is clear from the below diagram.
  46. 46. 12.YOU GO TO BIG BAZAAR TO PURCHASE:- you go to big bazaar to purchase Frequency Percent Valid Percent 46 Cumulative Percent Valid food and grocery 23 .8 23.0 23.0 Apparels 13 .5 13.0 36.0 home and personal care 9 .3 9.0 45.0 all product 55 2.0 55.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 Majority of customers are satisfied with purchase all the product. The above table shows that 55% are satisfied with all products and 23% are satisfied with food and grocery, 13% are satisfied with apparels and 9% are satisfied with home and personal care. It is clear from the below diagram.
  47. 47. 13. PLEASE GIVE YOUR VIEW ON BIG BAZAAR FOR THE FOLLOWING ASPECTS:- big bazaar is convenient Frequency Percent Valid Percent 47 Cumulative Percent Valid strongly agree 10 .4 10.0 10.0 agree 86 3.1 86.0 96.0 neither agree nor disagree 4 .1 4.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 86% are agree with big bazaar is convenient and 10% are strongly agree, 4% are neither agree nor disagree. It is clear from the below diagram.
  48. 48. big bazaar is fashionable Frequency Percent Valid Percent 48 Cumulative Percent Valid strongly agree 31 1.1 31.0 31.0 agree 57 2.0 57.0 88.0 neither agree nor disagree 12 .4 12.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 57% are agree with big bazaar is fashionable and 31% are strongly agree, 12% are neither agree nor disagree. It is clear from the below diagram.
  49. 49. big bazaar is able to provide new , latest and unique products Frequency Percent Valid Percent 49 Cumulative Percent Valid Strongly agree 6 .2 6.0 6.0 agree 57 2.0 57.0 63.0 neither agree nor disagree 31 1.1 31.0 94.0 disagree 5 .2 5.0 99.0 strongly disagree 1 .0 1.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 57% are agree with big bazaar is able to provide new, latest and unique products and 6% are strongly agree, 31% are neither agree nor disagree and 5% are disagree and 1% strongly disagree. It is clear from the below diagram.
  50. 50. is a good place to see and follow trends that are coming for the new season Frequency Percent Valid Percent 50 Cumulative Percent Valid Strongly agree 14 .5 14.0 14.0 agree 55 2.0 55.0 69.0 neither agree nor disagree 26 .9 26.0 95.0 disagree 5 .2 5.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 55% are agree with is a good place to see and follow trends that are coming for the new season and 14% are strongly agree, 26% are neither agree nor disagree and 5% are disagree. It is clear from the below diagram.
  51. 51. is a good place to meet my overall requirements in one go Frequency Percent Valid Percent 51 Cumulative Percent Valid strongly agree 14 .5 14.0 14.0 agree 66 2.4 66.0 80.0 neither agree nor disagree 19 .7 19.0 99.0 strongly disagree 1 .0 1.0 100.0 Total 100 3.6 100.0 Missing System 2705 96.4 Total 2805 100.0 The above table shows that 66% are agree with is a good place to meet my overall requirements in one go and 14% are strongly agree, 19% are neither agree nor disagree and 1% strongly disagree. It is clear from the below diagram.
  52. 52. 52
  53. 53. CHAPTER V SUMMARY OF FINDINGS, SUGGESTIONS AND CONCLUSION The study is an attempt to understand the customer satisfaction of Big Bazaar, Mayur Vihar. 53 5.1 Summary of Findings: 1. 32% Professional/ services come in big bazaar. 2. Gender wise classification reveals that 43% of respondents are males and 57% are females 3. Age wise classification reveals that 20% of customer’s belonged to age group of 15- 25, another 25% are in the group of 25-35, 39% are in the group of 35-45 and 10% are in the group of 45-60 and 6% are in the group of 60 above. 4. Household income wise classification reveals that 39% of customer’s belonged to income of less than 30000/month, another 38% are in the income of 30000-60000/month, 18% are in the income of 60000- 100000/month, and 5% are in the income of more than 100000/month. 5. Martial status wise classification reveals that 72% of customer’s married and 28% of customer’s are unmarried. 6. Type of family wise classification reveals that 43% of customer’s belonged to nuclear family and 57% of customer’s belonged to joint family.
  54. 54. 7. No. of family members wise classification reveals that 19% of customer’s belonged to no of family group of 2, another 32% are in the group of 2-3, 39% are in the group of 3-4 and 31% are in the group of 4-5 and 18 % are in the group of more than 5. 8. Shopping wise classification reveals that 5% of customer’s come to once a month, 24% customer’s do shopping in twice a month, 18 % customer’s do shopping in thrice a month and 23% customer’s do shopping in more than thrice a month and 30% customer’s do shopping on need basis. 9. It is clear from the above table that 3% of the respondents are in the purchase list what %of product up to <50, 27% of respondents are in % of product of 50-75, 53% are in % of product of 75-90,17 % are included in the product of 100 . 10. Majority of the customers are satisfied with the offers of big bazaar. 11. It was clear that most of the customers are satisfied with price of the 54 product. 12. It was clear that 62% are satisfied with display at big bazaar. 13. It was evident from the study that 71% of customers are satisfied with range of the products. 14. Majority of the customers are satisfied with the quality of the products. 15. Majority of customers are satisfied with purchase all the product. The above table shows that 55% are satisfied with all products and 23% are satisfied with food and grocery, 13% are satisfied with apparels and 9% are satisfied with home and personal care. 16. Majority of customers are satisfied with store ambience. 17. It was also found that only %of customers are highly satisfied with the product display, majority are not satisfied with product display. 18. Majority of customers are satisfied with billing process. 19. Overall experience of customers was good.37% of customers is highly satisfied.46% is satisfied and 23% are dissatisfied.
  55. 55. 55 5.2SUGGESTIONS  The company can carry out more promotional activities.  Facilities given to the customers can be increased.  New technologies can be implemented in all departments.  Can implement an auto display as in Wal-Mart, about the product to help the customers. 5.3 CONCLUSION The concept of everything under one umbrella and competitive price brings more customers to the store. From that we can understand that BIG BAZAAR provides quality products at low price and thus it justify the statement ‘Is se sasta aur accha kahin nahi !’ The only problem which can be solved easily is about availability & facilities (AC, trolley). The customers are a little bit unsatisfactory that availability & facilities (AC, trolley) are not up to their expectation.
  56. 56. BIBLIOGRAPHY 56  Feedback forms  www.Futurebazaar.com  www.Google.com  www.Wikipedia.com
  57. 57. INTERVIEW SHEDULE A Study on Consumer Satisfaction at Big Bazaar Questionnaire ( I am a student of post graduate diploma in management at I.T.S-Institute of Management, greater Noida, I am collecting data pertaining to a project of our course work on Business Research Methods. Kindly provide your valuable time to fill up the questionnaire and this will be used only for academic purpose ) 57 1. Occupation: a. Home maker b. Professional /Service c. Self employed/Own Business d. Student e. Retired 2. Gender: a. Male __________ b. Female __________ 3. Age: a. 15-25 b. 25-35 c. 35-45 d. 45- 60 e. 60 above 4. Household Income: a. Less than 30,000/month b. 30,000- 60,000/month c. 60,000- 1,00,000 per month d. More than 1,00,000 5. Martial status: a. Married __________ b. Unmarried __________ 6. Type of family: a. Nuclear b. Joint family 7. Number of family members: a. 2 b. 2 - 3 c. 3 - 4 d. 4 - 5 e. More than 5 8. How many times do you shop from Big Bazaar ? a. once a month b. Twice a month c. Thrice a month d. More than thrice a month e. On need basis 9. According to your purchase list what percent of product do you nearly get at Big Bazaar a. <50 b. 50 - 75 c. 75 - 90 d. 100 10. Please rank the following attributes while choosing a retail Outlet. The most important attributes may be ranked 1, the next imported may be ranked 2 and so on. If necessary you could give same rank to more than one parameter also. Attributes Rank Price Quality of product Service Ambiance Variety of product Offers of Big Bazaar Display of Big Bazaar Facilities (AC, Trolley)
  58. 58. 11. Rate Big Bazaar on the basis of following parameters. 58 Parameters Highly Satisfactory Satisfactory Neither Satisfactory nor Dissatisfactory Dissatisfactory Highly Dissatisfa ctory a. Prices of the Products b. Quality of products c. Assistance of Sales person d. Ambience e. Variety of products available f. Range of products g. Offers at Big Bazaar h. Display i. Facilities (AC, Trolley) j. Queue Time at Payment k. Assistance a Delivery Point l. Availability & charges of Parking 12. You go to Big Bazaar to purchase a. Food and Grocery b. Apparels c. Home and personal care d. Electronics e. Furniture and Furnishing f. All products
  59. 59. 13. Please give your view on Big Bazaar for the following aspects. 59 Statements Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree a. Big Bazaar is convenient b. Big Bazaar is fashionable c. Big Bazaar is able to provide new, latest and unique products d. Is a good place to see and follow trends that are coming for the new season e. Is a good place to meet my overall requirements in one go 14. Any suggestion (s) you would like to give to serve you better in future. ANSWER: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ THANK YOU VERY MUCH FOR PROVIDING YOUR VALUABLE TIME

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