Report On Service Quality Delivery of Big Bazaar

GLA INSTITUTE OF TECHNOLOGY & MANAGEMENT,
MATHURA
Project Report On
A STUDYON SERVICE QUALITY DELIVERY

OF BIG BAZAAR
Report Submitted Towards the Partial Fulfillment of
Post Graduate Diploma in Management
Submitted by:
AMIT KUMAR
PGDM
Batch 2009-11
Roll No. – 03
Research Supervisor
Dr. Vikas Tripathi
Reader
GLA University
Mathura (U.P.)
PREFACE
Research Project plays an important role in future building of an individual so

that he/she can better understand the real world in which he has to work in
future. The theory greatly enhances our knowledge and provides opportunities
to blend theoretical with the practical knowledge.
I have completed the Research Project on “A STUDY ON SERVICE

QUALITY DELIVERY OF BIG BAZAAR”. I have tried to cover each and
every aspect related to the topic with best of my capability.
I hope research would help many people in the future.

(AMIT KUMAR)
ACKNOWLEDGEMENT
The Project Title “STUDY ON SERVICE QUALITY DELIVERY OF BIG

BAZAAR” has been conducted by me during 27/02/2011 to 22/04/2011 at
GLA INSTITUTE OF TECHNOLOGY AND MANAGEMENT, MATHURA.
I have completed this project, under the guidance of Mr. VIKAS TRIPATHI
(MENTOR).
I hearty thank to my respected Faculty Guide Mr. VIKAS TRIPATHI. Without

his continuous help, the project would not have been materialized in the present
form. His valuable suggestions helped me at every step.
Last but not the least, I feel indebted to all those persons and organizations who
have helped directly or indirectly in the successful completion of this study.
Date _______________ Amit Kumar.

DECLARATION
I hereby declare that the project report titled “Study on service quality delivery
of Big bazaar” is my own work and has been carried out under the guidance of
Mr. Vikas Tripathi, Reader, GLAIBM. All care has been taken to keep this
report error free and I sincerely regret for any unintended discrepancies that
might have crept into this report. I shall be highly obliged if errors (if any) be
brought to my attention.
Thank You.
Amit Kumar
Place: Mathura PGDM 2ND YEAR

EXECUTIVE SUMMARY
It feels greatly encouraged to get such a practical knowledge apart from

theoretical and the good response from customers, during research project. The
present report is a replica of what I have done there during the stay of two
month.
The object of this study is to examine that what type of service is provided by
Big bazaar to its customers.
This project is concern about the service quality delivery of big bazaar.
TABLE OF CONTENT
Topic Page No.
1. Preface
2. Acknowledgement
3. Declaration
4. Executive summary
5. About the topic 1
6. Objective of the study 5
7. Review of literature 7
8. Company profile 9
9. Research methodology 22
 Research
 Research design
 Sampling design
 Data collection
 Tools and technique of data collection
 Survey area
 Sampling size
10.Data analysis and interpretation 27

11.Findings 41
12.Recommendation and suggestion 44
13.Limitation 47
14.Conclusion 49
15.Bibliography 51
16.Annexure 53
ABOUT
THE
TOPIC
About the topic:
‘Quality’ in a service organization is a measure of the extent to which the service delivered meets
customer’s expectations because to the customer, quality is all about Meeting or exceeding their
expectation.
The National quality institute web site defined quality as follows:
Quality is in the eye of the beholder. Yet we all recognize it when we See it …… Quality is when you
are so satisfied with a product or service that you go out of your way to recommend it to other
people”
There is a tendency to think of quality as being upscale, first class and expensive. In fact, quality can
be achieved at all price levels – if the need and desires of the customers are met, and exceeded.
The nature of most services is such that the customer is present in the delivery process. This means
that the perception of quality is influenced not only by the service outcome but also by ‘the service
processes. Reliance fresh is a store, which provides services to the customers. In this project it is
estimated that to what extent the quality service is by reliance fresh and what role does the
marketers play in delivering high quality goods and services to get the target customers. For
research work both primary and secondary data are used. Customer to know their perceptions and
belief fills questionnaire. Then in this report service quality model is explained which highlights the
gaps that cause unsuccessful delivery of service. On the basis of this model five determinants of
service quality are- Reliability, Responsiveness, Assurance, empathy, tangibles.
SERVICE QUALITY MODEL
The model highlights the main requirements for delivering service quality.
It identifies five gaps that cause unsuccessful delivery.
1). Gap between consumer expectation and management perception.
2). Gap between management perception and service quality specification.
3). Gap between service quality specification and service delivery.
4). Gap between service delivery and perceived service.
5). Gap between perceived service and external communication

Past experience
Word of mouth
communication Personal needs
Expected service
CONSUMER
MARKETER GAP 5
Perceived service
Transaction of perceptions
into service quality
specifications.
External communication
Service delivery GAP 4
Management perceptions of To consumer
Consumer
(Including pre andexpectations
post
contacts)
GAP 1
GAP3
GAP 2
Based on this service quality model, researchers identified the 5 determinants
of service quality, in order of importance.
1). RELIABILITY- The ability to perform the promised service dependably and accurately.
2). RESPONSIVENESS- The willingness to help customers and to provide prompt service.
3). ASSURANCE – The knowledge and courtesy of employees and their ability to convert trust and
confidence.
4). EMPATHY – The provision of caring individualized attention to customers.

5). TANGIBLES – The appearance of physical facilities, equipment, personnel, and communication
materials.
What is customer Satisfaction?
Customer satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four perspective of a balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.
Measuring customer satisfaction
Organization are increasingly interested in retaining existing customer while targeting non
customers; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and /or services to the marketplace.
Work done by Parasuraman,, zeithmal and Berry (Leonard L) between 1985 and 1988 provides the
basis for the measurement of customer satisfaction with a service by using the gap between the
customers’ expectation of performance and their perceived experience of performance. This
provides the measure with a satisfaction “gap” which is objective and quantitative in nature. Work
done by Cronin and Taylor propose the “confirmation” / disconfirmation theory of combining the
“gap” described by parasuraman, Zenithal and Berry as two different measures into a single
measurement of performance according to expectation. According to Garbrand, customer
satisfaction equals perception of performance divided by expectation of performance.
OBJECTIVE
OF THE STUDY
The objectives of the study are
1) To know the level of service quality delivery of Big Bazaar.
2) To know the customers satisfaction with Big Bazaar.
3) To suggest suitable strategies for upgrading the performance of store.

REVIEW OF
LITRATURE
1. Another research was conducted on the topic “ Customer Perception of
private label brands at Big Bazaar. The study mainly aims at identifying
the spending pattern of the public, i.e. the commonly purchased goods
by a customer. The study also throws light on certain areas where they
would like to implement the private brands. The study also helps in
maintaining optimum level of inventory so as to meet the demand. The
objectives of this study were follows-
 To identify and study about various departments within the

organization and its functioning
 To research about the strategy adopted by Big Bazaar to promote
their private label brands.
 To identify various parameters which influence the customer’s
buying behavior.
 To identify other products which could make successful private
label brands.
2. A research was conducted by Archana & Shilpa of Karnataka arts College

Dharwad, Department of Management Studies. The objectives of this
study were as follows-
 The main objective is to study about the “Marketing Department”

by analyzing its process, strategy, & so on.
 To know the company profile includes introduction, brief history,
nature of the company, mission statement of the company.
3. A consumer survey was done for Big bazaar in NCR by having the
objectives like-
 To find out the buying behavior of the customers coming in to Big
Bazaar in NCR.
 To determine the current status of Big Bazaar.
 To find out the customers response regarding service quality
COMPANY
PROFILE
ABOUT BIG BAZAAR
About Big Bazaar Chain of Retail store in India
Out let 132 out lets
Located in India
Parent group Future group
Owner Kishore Biyani (CEO)
Founded 2001
Head quarter Jogeswari , Mumbai
Industry Retail
Website www.bigbazar.com
Tag line Is se sasta aur achha kahin nahi.

Big Bazaar is not just another hypermarket. It caters to every need of your family. Where Big Bazaar
scores over other stores is its value for money proposition for the Indian customers.
At Big Bazaar, you will definitely get the best products at the best prices - that's what we guarantee.
With the ever increasing array of private labels, it has opened the doors into the world of fashion
and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and
much more at prices that will surprise you. And this is just the beginning. Big Bazaar plans to add
much more to complete your shopping experience.
Big bazaar is the subsidiary of future froup.
About The Future Group
Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of India's leading
business houses with multiple businesses spanning across the consumption space. While retail forms
the core business activity of Future Group, group subsidiaries are present in consumer finance,
capital, insurance, leisure and entertainment, brand development, retail real estate development,
retail media and logistics.
Led by its flagship enterprise, Pantaloon Retail, the group operates over 12 million square feet of
retail space in over 71 cities and towns and 65 rural locations across India. The group owns several
leading formats including Pantaloons, Big Bazaar, Food Bazaar, Home Town, eZone and Central.
Pantaloon Retail was awarded the International Retailer of the Year - 2007, by the US-based National
Retail Federation, the largest retail trade association and the Emerging Market Retailer of the Year
2007 at the World Retail Congress in Barcelona.
Future Group believes in developing strong insights on Indian consumers and building businesses
based on Indian ideas, as espoused in the group's core value of 'Indianness'. The group's corporate
credo is, 'Rewrite rules, Retain values'.
About FutureBazaar.com
FutureBazaar.com is the e-commerce arm of the Future Group. FutureBazaar provides an integrated
shopping site where consumers are able to buy products from our flagship stores including eZone,
Pantaloons and Big Bazaar online and get home delivery of products.
FutureBazaar delivers across more than 1500 cities and towns in India covering 16,000 pin codes.
FutureBazaar carries genuine products and offers manufacturer's warranty (as opposed to Seller's
warranty) which most other sites offer. FutureBazaar offers products where the complete supply
chain is managed by Future Group entities unlike other sites that are marketplaces.
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By the virtue of being a part of Future Group, FutureBazaar is able to offer a wide range of genuine
products at very competitive prices, confidence of buying from a trusted source and the convenience
of returning in our physical stores.
VISION OF BIG BAZAAR-
To deliver everything, everywhere, every time, to every Indian customer in the most profitable
manner.
CUSTOMER SEGMENTATION
•
•
•
Big bazaar targets higher and upper middle class customer.
The large and young working population is a preferred customer segment.
Big bazaar specially targets working women.
7 P’s OR BIG BAZAAR-
7 P Analysis of Big Bazaar

Product
Big Bazaar offers a wide range of products which range from apparels, food,
farm products, furniture, child care, toys, etc. Products of all the major
brands are available at Big Bazaar. Also, there are many in house brands
promoted by Big Bazaar. Big Bazaar sold over 300,000 pairs of jeans, 50,000
DVD-players and 25,000 microwave-ovens. In all, the fashion, electronics
and travel segments made up about 70% of sales. Last year, these
categories made up only about 60%.
Apparels Food Chill station
Denim & t-shirts Staples Soft drinks
Formal wear Ready to eat Packaged juices
Casual wear Ready to cook Milk items
Party wear International food Frozen foods
Sarees Spices Ice creams
Night wear Tea and coffees
undergarments
Farm products Electonic bazaar Furniture bazaar personal care
fruits Tv sets Living room Shampoos
Vegetables Washing machine Bedrooms Soaps
Dairy products Refrigerator Kitchen Creams
Imported fruits Micro waves Dining rooms Home cleaners
Laptops Paintings Deodrants
A.C. Detergents

Child cares &toys Fashion and jewellery Others services
Kids wear Beauty care Bakery
Toy bazaar Foot wear bazaar Mr.right
Stationary Star parivar Tulsi
Child care
BRANDS AT BIG BAZAAR-
PRICING
• The tag-line is “isse sasta aur accha aur kahin nahi”. They work on the model of
economics of scale. There pricing objective is to get “Maximum Market Share”. The
various techniques used at Big Bazaar are: -
• Value Pricing (EDLP - Every Day Low Pricing): Big Bazaar promises consumers the
lowest available price without coupon clipping, waiting for discount promotions, or
comparison shopping.
• Promotional Pricing: Big Bazaar offers financing at low interest rate. The concept of
psychological discounting (Rs. 99, Rs. 49, etc.) is used as promotional tool. Big
Bazaar also caters on Special Event Pricing (Close to Diwali and Durga Pooja).
• Differentiated Pricing: Time pricing, i.e., difference in rate based on peak and non-
peak hours or days of shopping is also a pricing technique used in Indian retail, which
is aggressively used by Big Bazaar.
Place
Number of outlets – 120.
Located in main city – tier I&

tier city II.
Area 10,000 sq ft – 1,20,00 sq

ft.
High street area of city.
Approachable destinations.
DISTRIBUTION CHANNEL
PROMOTION
 Big Bazaar started many new and innovative cross-sell and up-sell strategies in
Indian retail market. The various promotion techniques used at Big Bazaar include
“saal ke sabse saste teen din”, Future Card (the card offers 3% discount), Shakti
Card, Wednesday bazaar.etc,.
 Brand Endorsement by M. S. Dhoni, Exchange Offer - ‘Junk Swap Offer’, Point-

of-Purchase Promotions.
 Advertising has played a crucial role in building of the brand. Big Bazaar
advertisements are seen in print media, TV, Radio (FM) and road-side bill-boards
PEOPLE
• They are one of the key assets for any organization. The salient features of staff of
Big Bazaar are: -
• Well-trained staffs, the staff employed by Big-Bazaar are well-suited for modern
retail.
• Well-dressed staff improves the overall appearance of store.
• Employees are motivated to think out-of-the-box. Retail sector is in growth stage,

so staff is empowered to take innovative steps.
• Employs close to 10,000 people and recruits nearly 500 people every month.
• Use of technology like scenario planning for decision making.
• Multiple counters for payment, staff at store to keep baggage and security guards
at every gate, makes for a customer-friendly atmosphere
PROCESS
• The goods’ dispatch and purchasing area has certain salient features which
include: -
• Multiple counters with trolleys to carry the items purchased.
• Proper display / posters of the place like (DAL, SOAP, etc.).
• Home delivery counters also started at many places.
PHYSICAL EVIDENCE
It deals with the final deliverable or the display of written facts. This includes the current
system and available facilities.
PORTER’S FIVE FORCE MODEL
1. Our competitors Relience retail,aditya birla group,
vishal retail,Bharti &walmart
2. Threats of entrants International players looking to foray india
Domestic conglomerates looking o retail chains
3. Threats of substitutes Unorganized retail
4.Bargaining power of buyers Consumer are price sensitive
Availability of more choices
5. Bargaining power of suppliers The unorganized sector have dominant position
COMPETITORS
 Vishal Mega Mart
 Reliance Fresh
 Wal-Mart
 More
 Subhiksha
 Spencer
SWOT ANALYSIS
Strengths
 Vast range of products under one roof helping in attracting customer and their
family to shop together and enjoy the experience.
 Benefit of early entry into retail industry.
 Diversified business operating all over India in various retail formats.
 Ability to get products from suppliers at discounted price due to scale of business.
Weakness
 High cost of operation due to large fixed cost.
 Very thin Margin.
 High attrition rate of employees.
\Opportunities
 Lot of potential in the rural market.
 Can expand the business in smaller cities as there is a lot of opportunity.
Threats
 Lot of competitors coming up to tap the market.
 Margin of business reducing all the time.

RESEARCH
METHODOLOGY
Research
Research is a scientific and systematic search for pertinent information on a specific

topic. In fact research is an art of scientific investigation.
Redman and Mory defines research, “As a systematic effort to gain new knowledge”.
According to Clifford Woody research comprises defining and redefining problems,

formulating hypothesis or suggested solution; collecting, organizing and evaluating data;
making deduction and reaching conclusion and at last carefully testing the conclusion to
determine whether they fit the formulating hypothesis.
Research Process
Research process consists of series of actions or steps necessary to effectively carry out
research and the desired sequencing of these steps.
The following order concerning various steps provides a useful procedural guideline
regarding the research process:
1. Formulating the research problem-

There are two types of research problems viz., those which relate to states of nature
and those which relate to relationship between variables. At the very outset the
researcher must single out the problem he wants to study i.e. he must decide the
general area of interest or aspect of a subject manner that he wants to study.
2. Extensive literature survey-
Once the problem is formulated, a brief summary of it should be written. It is
compulsory for a research worker writing a hypothesis.
At this juncture the researcher should undertake extensive literature summary.
3. Development of working hypothesis-
After second step, researcher should state in clear terms the working hypothesis.
Working hypothesis is tentative assumption made in order to draw out and test its
logical or empirical consequences.
4. Preparing research design-
After developing hypothesis, we prepare the research design according to our
hypothesis of problem.
5. Determining sample design-
The researcher must decide the way of selecting a sample of what is popularly known
as the sample design.
There are different types of sample designs.
 Simple random sampling
 Systematic sampling
 Stratified sampling
 Quota sampling
 Cluster sampling
 Sequential sampling
6. Collecting the data –
After using sampling technique, the researcher should collect the primary and
secondary data.
7. Execution the project-
Execution of the project is very important step in the research process. If the
execution of the project proceeds on correct lines, the data to be collected would be
adequate and dependable. The researcher should see that the project is executed in a
systematic manner and in time.
8. Analysis of data-
After the data have been collected, the researcher turns to the task of analyzing them.
The analysis of data requires a number of closely related operations such as
establishments of categories, the application of these categories to raw data through
coding, tabulation, and then drawing statistical inferences.
9. Hypothesis testing
After analysis of data as stated above, the researcher is in the position to test the
hypothesis.
10. Generalizations and interpretations –
If a hypothesis is tested and upheld several times, it may be possible for the researcher
to arrive as generalization, i.e. to build a theory.
If the researcher had no hypothesis to start with, he might seek to explain his findings
on the basis of some theory. It is known as interpretation.
11. Preparation the report of the thesis-
Finally, the researcher has to prepare the report of what has been done by him.
Research Methodology
Research methodology is a way to systematically solve the research problems. It may be

understood as a science of studying how research is done scientifically.
Research Design
A research design is the arrangement of condition for collection and analysis of data in a
manner that aims to combine relevance to the research purpose with economy in
procedure.
Research design is needed because it facilitates the smooth sailing of the various
research operations, thereby making research as efficient as possible yielding maximal
information with minimal expenditure of effort, time and money.
Types of Research design
There are three types of res design-
1. Exploratory
2. Descriptive
3. Experimental
Descriptive research includes surveys and facts –findings enquiries of different kinds.
The major purpose of descriptive research is description of the state of affairs as it exists
at present.
Objective of Research
The purpose of research is to discover answers to the questions through the application
of scientific procedure. The main aim of research is to find out the truth which is hidden
and which has not been discovered as yet. Each research study has its own specific
purpose, we may think of research objectives as failing into a number of following broad
grouping-
1. To gain familiarity with a phenomenon or to achieve new insight into it

2. To portray accurately the characteristics of a particular individual , situation or a
group
3. To determine the frequency with which something occurs or with which it is
associated with something else
4. To test a hypo of a causal relationship between variables
Sampling Design
Sampling technique is the procedure of selection of respondents from the population.

Types of Sampling
Two types of sampling design is there.
1. Nonprobability – Nonprobability sampling is that procedure which does non afford

any basis for estimating the probability that each item in the population has of being
included in the sample. It is also called as deliberate, purposive, judgments sampling.
2. Probability sampling-
Is also known as random sampling or chance sampling.
Under this design, every item of the universe has an equal chance of inclusion in the
sample.
Data collection
In dealing with any real life problem it is often found that data in hand are inadequate ,
and hence it becomes necessary to collect data that are appropriate .there are several
technique of collecting the data.
Types of data
There are two types of data that has to be collected for completion of any type of
research.
1. Primary data
2. Secondary data
Tools and technique for data collection

Primary data can be collected through observation, personal interview, telephone
interview, questionnaires and schedules.
Secondary data can be collected through the newspaper, journal, existing our research.
Survey area
Survey area is that place from where the samples are drawn for the study.
Sample size
Sample size is the number of samples which are drawn from the population for the
study.
Research methodology for this study:
 Research design – Descriptive Research

 Sampling design – Simple Random Sampling (Probability Sampling)
 Sample size – 100
 Primary data collection tool - Questionnaire
 Secondary data collection tool – Websites, News papers
 Scaling Technique – Likert Scale
DATA ANALYSIS
AND
INTERPRETATION
1. Big bazaar physical facilities are visually appealing.
Strongly agree 20
Agree 52
Neither agree nor disagree 14
Disagree 12
Strongly disagree 2
2%
20%
SD
A
12% NAND
52%
D
14% SA
INTERPRETATION:
The physical facilities attract the customers towards store. It is found that in
Big bazaar 72% customers are agreed with the physical facilities.
2. Store keeps the promise of low price claims.
Strongly agree 14
Agree 54
Disagree 18
Strongly disagree 4
4%
14%
SD
A
18% NAND
54% D
10% SA
INTERPRETATION:-
In Big bazaar68% customers believe that Big bazaar stores keep its promise of
low price claims.
3. Materials associated with the store service such as (Carrying Bags) are
visually appealing at Big Bazaar.
Strongly agree 6
Agree 30
Disagree 28
Strongly disagree 4
4% 6%
SA
28% A
30%
NAND
D
SA
32%
INTERPRETATION:
Materials such as carrying bags, trolleys associated with any store makes the
customers more cool and convenient for doing shopping. The materials
associated with store should be visually appealing. 34% of the customers are
agreed with the materials associated with Big bazaar.
4. Whether the store layout makes it easier for the customer to find what
they need.
Strongly agree 14
Agree 60
Disagree 18
Strongly disagree 4
4%
14%
SD
A
18% NAND
D
60%
SA
4%
INTERPRETATION:-
Store should be designed in such a way that the customer find themselves easy
to search the item they need. In Big bazaar 74% of the customers are agreed
with the store layout.
5. Customers can move freely around.
Strongly agree 14
Agree 58
Disagree 10
Strongly disagree 6
6%
14%
SD A
10%
NAND D
12%
58%
SA
INTERPRETATION:-
The restrictions of moving freely in any of the stores should not be there
because if the customers will not move freely in the store how could they
select the product, which they desire. In Big bazaar 72% customers believes
that they can move freely in the store.
6. Store has merchandise available when customer needs.
Strongly agree 4
Agree 56
Disagree 10
Strongly disagree 2
4% 2%
10%
SD
A
46% NAND
38% D
SA
INTERPRETATION:-
50% customers in Big bazaar believes that merchandise availability is

appropriate.
7. The Store provides quality merchandise.
Strongly agree 6
Agree 70
Disagree 4
Strongly disagree 4
4%
4% 6%
SD
16% A
NAND
D
SA
70%
INTERPRETATION: -
In Big bazaar76% customers believe that store provides them quality
merchandise.
8. Store works on error free sales transaction and records.
Strongly agree 8
Agree 66
Disagree 16
Strongly disagree 2
2%
8%
SD
16%
A
NAND
8%
D
66%
SD
INTERPRETATION:-
Employees in the stores must be knowledgeable enough to manage error free

sales and transactions record so that customer cannot switch away. In Big
bazaar 74% customers believes that store provides service with error free
transactions and records.
9. Employees in the store have the knowledge to answer the questions.
Strongly agree 8
Agree 74
Neither agree nor 8
disagree
Disagree 6
Strongly disagree 4
4%
8%
6%
8%
SD A
NAND D
SA
74%
INTERPRETATION:-
In Big bazaar82% customers believe that the employees present in Big bazaar
are knowledgeable enough to answer the questions.
10. The behavior of the employees makes confidence in the customer.
Strongly agree 8
Agree 48
Disagree 4
Strongly disagree 4
4%
4% 8%
SD
A
NAND
36% 48%
D
SA
INTERPRETATION:-
Employees present in the store must make the confidence in the customers so
that the customers can become satisfied. In Big bazaar 56% customers are
making with confidence by the behaviour of employees.
11. Employees in Big bazaar store are consistently courteous to you.
Strongly agree 2
Agree 36
Disagree 28
Strongly disagree 2
2% 2%
28%
36%
SD A NAND
D SA
32%
INTERPRETATION:-
In Big bazaar 38% of the customers are satisfied with the polite nature of the
employees.
12. Store willing to handle returns and exchange.

Strongly agree 4
Agree 4
Disagree 30
Strongly disagree 4
4% 4% 4%
SD
A
NAND
50% 38%
D
SA
INTERPRETATION:-
In Big bazaar 8% believe that stores handle returns and exchange.
13. Store accepts major credit card.

Strongly agree 26
Agree 42
Disagree 14
Strongly disagree 2
2%
26%
SD A
42%
NAND D
SA
14%
16%
INTERPRETATION:-
Credit card makes the shopping easier for the customers. In Big bazaar
68%customers believes that store accepts major credit card.
FINDINGS
Findings:
The findings of my study are as follows-
1. 20% were strongly agree while 52% were agree and only 14% were
neither agree nor disagree and 12% respondent were disagree and 02%
were strongly disagree with the statement that Big bazaar physical
facilities are visually appealing
were strongly disagree with the statement that Store keeps the promise of
low price claims.
were strongly disagree with the statement that Materials associated with
the store service such as (Carrying Bags) are visually appealing at Big
bazaar.
4. 18% respondents were disagree and 04% were strongly disagree with the
statement that the store layout makes it easier for the customer to find
what they need.
5. 06% respondent were disagree and 04% were strongly disagree with the
statement that Employees in the store have the knowledge to answer the
questions.
were strongly disagree with the statement that the behaviour of the
employees makes confidence in the customer
were strongly disagree with the statement that Employees in Big bazaar
store are consistently courteous to you
were strongly disagree with the statement that Store willing to handle
returns and exchange
were strongly disagree with the statement that customers can move
freely around
10.26% were strongly agree while 42% were agree and only 16% were
were strongly disagree with the statement that Store accepts major
credit cards.
were strongly disagree with the statement that Store has merchandise
available when customers need.
were strongly disagree with the statement that Store provides quality
merchandise.
were strongly disagree with the statement that Store works on error
free sales and transaction records.
RECOMMENDATIO
N AND
SUGGESTION
Recommendation:
Berry, Paraguayan, and Zenithal offered 10 essential lessons for improving

service quality across service industries.
1). Listening – Understand what customers really want through continuous

learning about the expectations and perceptions of customers and no
customers (for instance, by means of a service-quality information system).
2). Reliability – Reliability is the single most important dimension of service

quality and must be a services priority.
3). Basic service – Service companies must deliver the basics and do what they
are supposed to do – keep promises, use common sense, listen to customers,
keep customers informed, and be determined to deliver value to customers.
4). Service design – Develop a holistic view of the service while managing its
many details.
5). Recovery – To satisfy customers who encounter a service problem, service

companies should encourage customers to complain (and make it easy for
them to do so) respond quickly and personally and develop a problem-
resolution
6). Surprising Customers – Although reliability is the most important in meeting
customers’ service expectations, process dimensions such as assurance
responsiveness, and empathy are most important in exceeding customer
expectations for example by surprising them with uncommon swiftness, grace,
courtesy competence, commitment and understanding
7). Fair Play – Service companies must make special efforts to be fair and to
demonstrate fairness, to customers and by improving
8). Teamwork – Teamwork is what enables large organizations to deliver

service with care and attentiveness by improving employee motivation and
capabilities
9). Employee Research – marketers should conduct research with employee to

reveal why services problems occur and what companies must do to solve
problems
10). Servant Leadership – Quality services comes from inspired leadership

throughout the origination from excellent service system design; from the
effective use of information and technocrat and tech-force called corporate
culture.
SUGGESTION:
After completion of project on “service quality delivery of Big bazaar, I would

like to give suggestions so that the company can meet the customer
satisfaction and provide them service quality by taking following measures-
1. Management should be polite and courteous.
2. Selling of expired product should be avoided.
3. Product should be weighed properly.
4. Store should work on return and exchange of damages goods.
LIMITATIONS
Limitations
Some of the limitations observed during the project study can be summed up
as:
 The study is totally based on the responses given by the respondents,

who share different beliefs and intellectual levels. So biasness is bound
to affect.
 Every respondent don’t have uniform interest during answering of
questionnaire.
 Secondary data taken from websites and documents, which may not be
correct or manipulated/distorted by someone.
 The study was restricted to Jaipur region so it is difficult to generalize the
interpretation made out of findings.
CONCLUSION
CONCLUSION:-
The project was very satisfying experience for me, not only practically and
academically but it also helped me in developing my communication skill and
enriched my knowledge also.
BIBLIOGRAPHY
Bibliography
The data has been collected from the following sources .
1. Kothari, C.R., “Research Methodology, Second Revised Edition, New age International
Publishers, 2004, New Delhi.
2. Malhotra, Naresh K., “Marketing Research”, Fifth Edition, Pearson Education,

2008, New Delhi
WEB SITES
www.google.com
www.futuregroup.com
www.bigbazaar.com
www.scribd.com
ANNEXURE
QUESTIONNAIRE
Respected Sir/Madam,
I, Amit Kumar, am going to conduct a research
on “STUDY ON SERVICE QUALITY DELIVERY OF BIG BAZAAR”. I want your
precious time and support for completion of this project. I will be thankful to
you if you will support me to do so. Please fill the questions of the
questionnaire given below.
NAME……………………………………………………………………...
A. Big Bazaar’s physical facilities are visually appealing.
1). Strongly Agree 2) agree 3) Neither agree nor disagree 4).

Disagree 5) Strongly disagree
B. Store keeps the promise of low price claims.
1). Strongly Agree 2) agree 3) Neither agree nor disagree 4). Disagree
5) Strongly disagree
C. Materials associated with the store service such as (Carrying Bags) are
visually appealing at Big Bazaar.
D. whether the store layout makes it easier for the customer to find what they
need.
E. Customers can move freely around.

F. Store has merchandise available when customer needs.

G. The Store provides quality merchandise. .

H. Store works on error free sales transactions and records .

Disagree 5) strongly disagree
I. Employees in the store have the knowledge to answer the questions.
1). Strongly Agree 2) agree 3) Neither agree nor disagree 4)

J. The behaviour of the employees makes confidence in the customers.

K. Employees in Big Bazaar store are consistently polite to you.

L. Store willing to handle returns and exchange.

M. Store accepts major credit card. .
1). Strongly Agree 2) agree 3) Neither agree nor disagree 4). Disagree 5)
Strongly disagree
I am thankful to you to give me your precious time.

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What is the study about?

What is the study about?

What research methodology was used?

What research methodology was used?

GLA INSTITUTE OF TECHNOLOGY & MANAGEMENT,

A STUDYON SERVICE QUALITY DELIVERY

Report Submitted Towards the Partial Fulfillment of

Post Graduate Diploma in Management

Research Project plays an important role in future building of an individual so

I have completed the Research Project on “A STUDY ON SERVICE

I hope research would help many people in the future.

The Project Title “STUDY ON SERVICE QUALITY DELIVERY OF BIG

I hearty thank to my respected Faculty Guide Mr. VIKAS TRIPATHI. Without

Date _______________ Amit Kumar.

Place: Mathura PGDM 2ND YEAR

It feels greatly encouraged to get such a practical knowledge apart from

Topic Page No.

10.Data analysis and interpretation 27

The National quality institute web site defined quality as follows:

It identifies five gaps that cause unsuccessful delivery.

1). Gap between consumer expectation and management perception.

2). Gap between management perception and service quality specification.

3). Gap between service quality specification and service delivery.

4). Gap between service delivery and perceived service.

5). Gap between perceived service and external communication

Based on this service quality model, researchers identified the 5 determinants

of service quality, in order of importance.

4). EMPATHY – The provision of caring individualized attention to customers.

What is customer Satisfaction?

In a competitive marketplace where businesses compete for customers, customer satisfaction is

Measuring customer satisfaction

1) To know the level of service quality delivery of Big Bazaar.

2) To know the customers satisfaction with Big Bazaar.

3) To suggest suitable strategies for upgrading the performance of store.

 To identify and study about various departments within the

2. A research was conducted by Archana & Shilpa of Karnataka arts College

 The main objective is to study about the “Marketing Department”

About Big Bazaar Chain of Retail store in India

Out let 132 out lets

Owner Kishore Biyani (CEO)

Head quarter Jogeswari , Mumbai

Tag line Is se sasta aur achha kahin nahi.

Big bazaar is the subsidiary of future froup.

About The Future Group

VISION OF BIG BAZAAR-

7 P’s OR BIG BAZAAR-

7 P Analysis of Big Bazaar

Apparels Food Chill station

Denim & t-shirts Staples Soft drinks

Formal wear Ready to eat Packaged juices

Casual wear Ready to cook Milk items

Party wear International food Frozen foods

Sarees Spices Ice creams

Night wear Tea and coffees

fruits Tv sets Living room Shampoos

Vegetables Washing machine Bedrooms Soaps

Dairy products Refrigerator Kitchen Creams

Imported fruits Micro waves Dining rooms Home cleaners