A STUDY ON CONSUMER BEHAVIOUR Towards BIG BAZAAR (MAHESWARI MALL) KACHIGUDA, HYDERABAD.

A PROJECT REPORT Submitted in partial fulfillment of the requirement for the Aw ard of the Degree of MASTER OF BUSINESS ADMINISTRATION Project Submitted To

JAVAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY Submitted by Reg. No: 09F11E0036 Under the guidance of

ANANTAPUR K. SIDDAIAH

Mr. M. MURALI KRISHNA REDDY, MBA. Associate professor

DEPARTMENT OF MANAGEMENT STUDIES NARAYANA ENGINEERING COLLEGE, GUDUR. , ANANTAPUR AFFLIATED TO JNTU 2009 2011

Project Completion Certificate This is to certify that Mr.k.siddaiah (HT.No:09F11E0036) who has been assigned a project on consumer Behaviour towards Bb-Maheswari Mall from Narayana Engineering College, Gudur, has successfully completed the above said project on 14.06.2011 . During the course of his project from 14.05.2011 to 18.06.2011his obs ervation on various assignments on Consumer Behaviour at out Big Bazaar Family C enter Maheshwari Mall Kachiguda are highly recognized and his performance was sa tisfactory and taken into consideration for the development of our staff. Maheedhar R. Assistant Manager HR Future Value Retail Limited 1. Regd. Off : Knowledge House, Shyam Nagar, Off Jogeshwari-Vikhroli Link R oad, Jogeshware (East), Mumbai 400 060. T : +91 22 30841300 F : +91 22 66442201 www.futuregroup.in 2. Zonal office : 1st Floor Pasadena, 18/1, 10th Main , Ashoka Pillar Road,

Jayanagar 1st Block, Bangalore 560 011.India T : +91 80 433040000 F : +91 80 26577530 www.pantaloon.com 3. Store Address : Maheswari Parameshwari Towers, Plot No. :4-2-27, Kachigu

da X Roads , Hyderabad 27 DECLARATION I K.SIDDAIAH hereby declare that the project titled CONSUMER BEHAVIOR towards BIGBAZAAR-MAHESWARI MALL(Kachig uda ), Hyderabad submitted by me as part of partial fulfillment for the award of the Masters of Business Administration (MARKETING), at NARAYANA ENGINEERING COL LEGE, GUDUR, NELLORE (Dt), JNTU Anantapur is a record of bonafide work done by m e. I also declare that this report has to my knowledge is my own and is neither sub mitted to any other university nor published any time before.

Date: Place: GUDUR (K.SIDDAIAH)

CERTIFICATION

This is to certify that the Project Report title A STUDY ON CONSUMER BEH AVIOR towards BIG BAZAAR submitted in partial fulfillment for the award of MBA P rogramme of Department of management studies JNTU- Anantapur, was carried out by K. SIDDAIAH under my guidance. This has not been submitted to any other Univer sity or Institution for the award of any degree/diploma/certificate. Name and address of the Guide e Guide M. MURALI KRISHNA REDDY ASSOC. PROFESSOR Signature of th

DEPT OF MANAGEMENT STUDIES NARAYANA ENGINEERING COLLEGE GUDUR.524101. ACKNOWLEDGEMENT I express my sincere thanks to Dr. M. RAMESH KUMAR garu, Principal, NARAYANA ENG INEERING COLLEGE, Gudur, Nellore Dist. for helping me in many ways throughout t he period of my project with his timely suggestions I sincerely owe my respect and gratitude to Dr.p.CHENCHU REDDY garu, HOD, NARAYA NA ENGINEERING COLLEGE, for his continuous and patient encouragement during all times of my project and helped me in completing this study successfully. I express my sincere and heart full thanks to my internal guide Mr. M. MURALI KR ISHNA REDDY garu, Associate professor, Naryana engineering college for his encou ragement and valuable support in bringing the present shape of my work. I express my Special thanks to my organization guide Mr. ASHOK KUMAR Marke ting Manager & also Mr. MAHEDHAR.R (HR Manager) of PANTALOONS RETAIL INDIA LTD, BIG BAZAR, (MAHESWARI MALL) KACHIGUDA, Hyderabad, who extended their kind suppor t to completing my project. I thank every employee of Big Bazaar for his/her help and guidance in co

mpleting my project. I also greatly thank all the customers (The GODS of my Proj ect) without whose feedback this project would stand nothing. I am deeply indebted to my parents and family members for their warm love and su pport throughout my life. In addition I am grateful to all those who helped dire ctly or indirectly for completing this project work successfully.

K.SIDDAIAH ABSTRACT Research in common mans language refers to a search for knowledge. One can also d efine research as a scientific and systematic search for pertinent information o n a specific topic, in fact research is an art of scientific investigation. Research is done to gain familiarity with a phenomenon event / product / service or to determine the frequency with which something occurs, with which is associ ated with something else or to test a hypothesis of casual relationship between variables. In short customer perception research is the objective and formal process of sys tematically obtaining, analyzing and interpreting the data for actionable decisi on making in customer perception towards an organization (Big Bazaar, in my stud y). The basic objective of this study is to analyze the customer perception towards Big Bazaar in Hyderabad, Andhra Pradesh. Research was carried out for Hyderabad customers who were main targets for this study. Customers were asked about their perception towards Big Bazaar

TABLE OF CONTENTS CHAPTERS TOPIC CHAPTER 1

PAGE NO

INTRODUCTION NEED & IMPORTANCE OBJECTIVES RESEARCH METHODOLOGY SCOPE AND PERIOD OF STUDY LIMITATIONS 8 - 21

CHAPTER 2 REVIEWOF LITERATURE 23 31 CHAPTER 3 INDUSTRY PROFILE COMPANY PROFILE 33 47 CHAPTER 4 DATA ANALYSIS & INTERPRETATION

49 76 CHAPTER 5 FINDINGS SUGGESTIONS CHAPTER 6 BIBILIOGRAPHY QUESTIONNAIRE 82 86

78 - 80

INTRODUCTION NEED&IMPORTENCE OBJECTIVES RESEARCH METHODOLOGY SCOPE OF THE STUDY LIMITATIONS

INTRODUCTION: Marketing is the moving and exciting activity in everybody activities. T he sellers, distributors, advertising agencies, consultants, transporters, finan cers, store agencies and every one as a counter are part of the marketing system . Any exchange process be it consumer, goods, intermediary goods, services of id eas, comes under the preview of marketing. It is very often regarded that the de velopment of markets and marketing is synonymous with the economic development o f account. Through marketing is an action discipline. In the ever-growing corpor ate world, marketing is being regarded as a crucial element for the success of a n Enterprise. The marketing discipline is undergoing fresh re aparisal in the light of the vast global, technological, economic and social challenges facing todays com panies and countries. Marketing at its best is about value creation and raising the worlds living standards. Todays winning companies are those who succeed most i n satisfying, indeed delighting their target customers. As quoted by P.P.Drucker Marketing is so basic that it cannot be consider ed a separate function. It is whole business seen from the point of view of its final result, that is, from the customers point of view. Business success is not determined by the producer but by the customer. Philip Kotler has therefore defined marketing as it is a social and manag erial process by which individuals and groups obtain what they need and want thr ough creating, offering and exchanging products of values with others. Many India n companies espouse a satisfied customer philosophy and describe marketing as cu stomer-satisfaction engineering. Since the economy in this country has changed f rom a primary condition of scarcity to gradual and steady stage of affluence, la rgely giving consumers the opportunity to choose among many varied alternatives, satisfaction has become a major concern of business. INTRODUTION TO CONSUMER BEHAVIOR: One thing that we have in common is that we all are consumers. In fact e verybody in this world is a consumer. Every day of our life we are buying and co nsuming an incredible variety of goods and services. However, we all have differ

ent tastes, likes, dislikes, and adopt different behavior patterns while making purchase decisions. The term consumer behavior refers to the behavior that consumers display in searching for purchasing using evaluation and disposing in searching for pur chasing using evaluating and disposing of products and services that they exact will satisfy o how individuals make decisions to send their available resources (time, money and effort) on consumption related items. It includes the study of W hat they buy, Why they buy, When they buy it, Where they buy it, how often they buy d how often they use. DEFINITIONS: Consumer Behavior (or Buyer Behavior) is broadly defined by various scho lars & researchers as: 1. Its the behavior displayed by the consumers during the acquisition, consu mption and disposition of products, services, time and ideas by decision making units. 2. It is the body of knowledge which studies various aspects of purchase an d consumption of products and services by individuals with various social and ps ychological variables at play. 3. The behavior that the consumers display in searching for, purchasing, us ing, evaluating and disposing of products and services that they expect will sat isfy their needs. 4. The process and activities people engage in when searching for, selectin g, purchasing, using, evaluating, and disposing of products and services so as t o satisfy their needs and desires. 5. The activities directly involved in obtaining, consuming, and disposing of products and services, including the decision processes that precede and foll ow these actions. 6. The American Marketing Association (AMA) defines consumer behavior as The dynamic interaction of cognition, behavior & environmental events by which huma n beings conduct the exchange aspect of their lives. Consumer behavior is helpful in understanding the purchase Behav ior and preferences of different consumers. As consumers, we differ in terms of sex age, education, occupation, income, Family setup, religion, nationality and social status. Because of this different background factors, have different need s and we have only buy those products and services, which we think, will satisfy our needs. A MODEL OF CONSUMER BEHAVIOUR: A consumer decisions to purchase a particular product of service is the result of complex interplay of a number of variables. The starting point of the decision process is provided by the companies marketing stimuli in the shape of product, promotion, price and distribution strategy. Consumer often purchase new products that are associated with a favorable viewed brand name. The term consumer behavior refers to the behavior that consumer display in searching for purchasing, using, evaluating and disposing of products and ser vices that they expect will satisfy these needs. The study of consumer behavior in the study of how individuals make decisions to spend their available resource s (time, money, effort) on consumption related items. It includes the study of wh at they buy, why they buy, when they buy, where they buy, how often they buy and use. MODEL OF CONSUMER BEHAVIOUR Consumer Characteristics Consumer Decision Process Cultural Social Personal Psychological Information

Problem recognition

Search Evaluation Decision post Purchase Behavior. Marketing stimuli Other stimuli Product Price Place Promotion Economic Technological Political cultural Consumer Decisions Product Choice Brand Choice Dealer choice Purchasing Timing Purchasing Amount

DETAILED MODEL OF FACTORS INFLUENCING CONSUMER BEHAVIOR Cultural Factors Culture Sub Culture Social Class Social Factors Reference groups Family Roles & Status Personal Factors Age and Life Cycle Occupation Economic Circumstances Lifestyle P ersonality and Self Concept Psychological Factors Motivation

Perception Learning Beliefs and Attitudes Buyers CULTURAL FACTORS: Culture: Culture is the most fundamental determinant of a persons wants and beha vior like set of values, perceptions, preferences and behaviors through his or h er family member. Subculture: social classes are relatively homogeneous and enduring divisions in a society which are hierarchically ordered and whose members shares similar Val ues, interest and behavior and social classes includes upper class, middle class and lower class. SOCIAL FACTORS: References Groups: A persons reference groups consist of all the groups that hav e a direct (face to face) are indirect influence on the persons altitude or beha vior. This group to which the person, belongs and interacts. Personal Factors: A consumer decision also influenced by personal characteristic s notably the buyers age & life cycle stage, occupation, economic circumstances , life style and personality and self concept. PSYCHOLOGICAL FACTORS: Motivation: A person has many needs at any given time. Some needs are biogenic. They arise from psychological states of tension such as hunger, tryst and discom fort. Perception: Perception is defined ass the process by which an individual selects, organizes, intercepts, information, inputs to create a meaningful picture of th e world.

NEED FOR THE STUDY: Consumer behavior plays a major role for the growth of the company in th e modern market scenario. The basic idea of this study is to find the consumer b ehavior towards Big Bazaar. The needs have to be recognized and necessary steps have to be taken to make the changes. India is growing rapidly and changes are dynamic. People are changing, t he preference and the demand is changing. The market also has to change accordin gly. The purpose of consumer behavior is not only for retaining the customers but also attracting new customers and increasing the sales also creating and ma intenance of brand awareness. In this competitive market the level of consumer satisfaction decides th e success of any product and any company. The night consumers have to be targete d and the right strategy should be implemented at the right time. This will give the desired results.

OBJECTIVES OF THE STUDY: The main objective is to determine the current consumer behavior levels of the c ustomers with regards to Big Bazaar. To study and analyze consumer shopping behavior towards Big Bazaar.

 ar.

To assess the behavior level of different type of customers shopping at Big Baza

To identify what type of strategies are suitable for the company to reach the ta rgeted customers. To find out the factors which influence the consumption of the products in Big B azaar. To identify effective a advertising sources which are influencing customer purch asing behavior at Big Bazaar. To find out how the consumers spent their incomes, time on the purchasing of the products.

RESEARCH METHODOLOGY The survey technique is intended to secure one or more items of informat ion from a sample of respondents who are representatives of a larger group. The information is recorded on a form known as questionnaire. As data are gathered b y asking questions from persons who are believed to have desired information, th e method is known as questionnaire technique. REASONS FOR WIDE USE OF THIS METHOD: It can secure both quantitative and qualitative information directly from the re spondents. It is the only method of directly measuring attitudes and motivations. It is quite flexible in terms of the types of data to be saaembled, the method o f collection or the timing of research. Meaning of Research According to D. Slessinger and M. Stephenson in the Encyclopedia of soci al sciences define research as the manipulation of things, concepts or symbols fo r the purpose of generalizing to extend, correct or verify knowledge, whether th at knowledge aids in construction of theory or in the practice of an art. TYPES OF RESEARCH 1. Exploratory Research, 2. Descriptive Research. Exploratory Research: Exploratory research studies are also termed as formulate research studi es. The main purpose of such studies in that of formulating a problem for more p recise investigation or of developing the working hypothesis forms an operationa l point of view. Descriptive Research: Diagnostic Research studies determine the frequency with something occur s or its association with something else. In this project, information pertaining to customer needs satisfaction a nd their demographic profile was collected; hence it is a descriptive research. 1) Primary data: Meaning: Primary sources of data are the data which needs the personal efforts of collect it and which are not readily available. Primary source of data are the other type of source through which the data was c

ollected. Following are few ways in the data was collected: 1. Questionnaires: It is the set of questions on a sheet of paper was being given to the of fill it, bases on which the data was interpreted. 2. Direct interviewing: Direct interviewing involved the process where I asked t he questions directly to the customers and I got the feedback. 2) Secondary data: Secondary sources are the other important sources through which the data was collected. These are the readily available sources of the data where one had need n ot put much effort to collected, because it is already been collected and part i n an elderly manner by some researcher, experts and special. The secondary sources helpful for the study were 1) Text books like marketing management research methodology Advertisement and sales promotion etc. 2) Internet was made use for the collection of the data. 3) News papers were also referred. 4) Business magazines were referred. 3) Sample size: By using judgment random sampling technique 100 respondents are selected for the purpose of the study. 4) Period of study: The study is undertaken in the duration of 34 days. 5) Research approach: The survey method was adopted for collected the primary data. Survey research is systematic gathering of data from respondent through questionnaire. 6) Research instrument: The data for this research study was collected by survey technic using i nterview method guided by questionnaire. 7) Collection of Data: Questionnaire and personal interviews are the methods that I have used f or collecting the data. SCOPE OF THE STUDY Big Bazaar as six branches in Hyderabad. My scope is limitation to one B ranch (KACHIGUDA). The scope of the study is to identify the consumer behavior t owards Big Bazaar. It is aimed at enlightening the company about different steps to be taken up to increase the share of Big Bazaar with regard other competitor s and also to make the company to provide better customer services. The scope of the study is only confined to the area covered under Hydera bad and only confined in studying about the consumer behavior towads Big Bazaar.

LIMITATIONS: Time has been a major constraint throughout the study as it has been only for du ration of 2 months.

As this survey was restricted to Hyderabad this cannot be stated as an in depth research on this subject. Enough care is taken in formulating the questionnaire, still some errors may cre ep in. The consumer behavior varies according to different products. Quality verses price was not taken into the consideration. The project is based on the interview methodology by a stured questionnaire and the jpersonal skills of the person undertaking the project affect the results.

REVIEW OF LITERATURE

REVIEW OF LITARATURE/CONSUMER BEHAVIOUR: What is consumer behavior? Activities people involved in when selecting, purchasing, and using prod ucts so as to satisfy needs and desires. Consumer behavior involves the psycholo gical process that consumers go through in recognizing needs, finding ways to s olve these needs, making purchase decision (e.g., whether or not to purchase a p roduct and, if so, which brand and where), interpret information, make plans, an d implement these plans (e.g., by engaging in comparison shopping or actually pu rchasing a products). SOURCES OF INFLUENNCE OF THE CONSUMER: The consumer faces numerous of influence. Often, we take cultural influe nces for granted, but they are significant. An American will usually not bargain with a storeowner. This, however, is common practice in much of the world. Phys ical factors also influence our behavior. We are more likely to buy a soft drink when we are thirsty. For example, and food manufacturers have found that it is more effective to advertise their products on radio in the late afternoon when p eople are getting hungry. A persons self image will also tend to influence. what he/she will buy. An upwardly mobile manager may buy a flashy car to project an i mage of success. Social factors also influence what the consumers buy-often, con sumers seek to imitate others whom they Admire, and may buy the same brands, the social environment can include both the mainstream culture (e.g., Americans are more likely to have corn flakes/ham and eggs for brake past than to have rice, which is preferred in many Asian countries) and a sub culture (e.g., rap music o ften Appeals to a segment within the population that seeks to distinguish itself from the main stream population). Thus sneaker manufacturers are eager to have there products worn by admired athletes. Finally, consumer behavior is influence s by learning you try a hamburger and learn that it satisfies your hunger and ta

stes good, and the next time you are hungry, you may consider another hamburger. DECISION-MAKING INVOLVE SEVERAL STEPS Problem recognition you realize that something is not as it should be. Perhaps, for example, your car is getting more difficult to start and is not accelerating well. Information search- what are some alternative ways of solving the problem ? You might buy a new car, buy a used car, take your car in for repair, ride the bus, ride a taxi, or ride a skateboard to work. A customer can obtain information from several sources: Personal sources: family, friends, neighbors etc. Commercial sources: advertising, sales forces retailers, dealers, Packaging, point-of sale displays. Public sources: news papers, radio, television, consumer organizations, special magazines. Experimental sources: handling, examining, using the product Internal and external search for information to make a decision Internal search: Scan memory. External search: shopping, personal sources, public media, Advertisements Evaluation of alternatives: A skateboard is inexpensive, but may be ill-suited f or long distances and for rainy days. Purchase stage, and sometimes a post-purchase stage (e.g., you return a product to the store because you did not find it satisfactory), in reality, peop le may go back and fourth between the stages. For example, a person may resume a lternative identification during while evaluating already known alternatives. The decision maker(s) have the power to determine issues such as: Whether to buy? Which product to buy? Which brand to buy? Where to buy it? And When to buy? Note, however, that the role of the decision maker is separate from that of the purchaser. From the point of view of the marketer, this introduces some problems since the purchaser. can be targeted by point-of-purchase (POP) marketi ng a effort that cannot be aimed at the decision maker. Also note that the disti nction between the, purchaser and decision maker be somewhat blurred the decisio n maker may have to make a substitution if the desired brand is not in stock, th e purchaser may disregard institutions (by error or deliberately). BUYER BEHAVIOUR CULTURAL FACTORS Cultural factors have a significant impact on customer behavior. Cultura l is the most basic cause of a persons wants and behavior. Growing up, children l earn basic values, perception and wants from the family and other important grou p. Marketing are always trying to spot cultural shift which might point to new prod ucts that might be wanted by customer or to increased demand. For example, the c ultural shift towards greater concern about health and fitness has created oppor tunities (and now industries) servicing customers who wish to buy: Low calorie foods Health club memberships Exercise equipment Activity or health- related holidays etc. Similarly the increased desire for leisure time has resulted in increased demand f or convenience product and service such as microwave ovens, ready meals and dire ct marketing service businesses such as telephone banking and insurance. Each culture contains sub-cultures groups of people with shared values. Sub-cultur es can include nationalities, religions, racial groups, or group of people shari ng the same geographical location. Sometimes a sub-culture will create a substan tial and distinctive market segment of its own. BUYER BEHAVIOUR SOCIAL FACTORS: Introduction: A customers buying behavior is also influenced by social factor, su ch as the group to which the customer belongs and social status. In a group, sev

eral individuals may interact to influence the purchase decision. The typical ro les in such a group decision can be summarized as follows: Initiator: the people who first suggest or think the idea of buying a particular product or service. Influence: a person whose view or advice influences the buying decision. Decider : the individual with the power and/or financial authority to make the ultimate choice regarding which product to buy. Buyer: The person who concludes the transaction. User: The person (persons) who actually uses the product or service. INDIVIDUAL FACTORS THAT SHAPE BUYER BEHAVIOUR PROCESS HIGH INVOLVEMENT Extensive problem-solving (EPS) LOW INVOLVEMENT Limited problem solving (LPS) Reutilized response behavior (RRB) The various purchase influence factors are as follows: CULTURAL FACTORS Cultural factors exert a broad and deep influence on consumer behavior. The marketer needs to understand the role played by the buyers culture, subcultur e, and social class. Culture The set of basic values, perceptions, wants, and behaviours learned by a member of society from family and other important institutions, Subculture A group of people with shared value systems based on common life experie nces and situations. Social classes Relatively permanent and ordered divisions in society whose members sha re similar values, interests, and behaviors. SOCIAL FACTORS A consumers behavior also is influenced by social factors, such as the co nsumers small groups, family, and social roles and status. Groups Two or more people who interact or accomplish individual or mutual goals . Family A family is a domestic group of people, or a number of domestic groups l inked through descent (demonstrated or stipulated) from blood relation, marriage or adoption. Roles and status A person belongs to many groups- family, clubs, organisations. The perso ns position in each group can be defined in terms of both role and status. PERSONAL FACTORS A buyers decisions also are influenced by personal characteristics such a s the buyers age and life cycle stage, Occupation, economic situation, lifestyle, and personality and self-concept. Age and life-cycle stage People change the goods and services they buy over their lifetimes. Tast es and preferences changes as lift-cycle goes. Personality and self concept A persons distinguishing psychological characteristics that lead to relat ively consisting and lasting responses to his or her own environment. PSYCHOLOGICAL FACTORS A persons buying choices are further influenced by four major psychologic al factors: motivation, perception, learning, and attitudes. Motivation A need that is sufficiently pressing to direct the person to seek satisf action of the need. Perception The process by which people select, organize, and interpret information

to form a meaningful picture of the world. Learning Changes in an individuals behavior arise from experience. Beliefs and attitudes A descriptive thought that a person holds about something is his/her bel ief. A persons consistently favorable or in favourable evaluations, feeling, and tendencies toward and object or idea is attitude. The common tools used to conduct data analysis range from simple cross t abulations and segmentation analysis to more sophisticated statistical methods s uch as multivariate and logistic regression discriminates analysis and cluster a nalysis. In the last few years, optimization tools and machine learning algorith ms such as neural networks and genetic algorithms have also been used to perform advanced data analysis. The study of consumers helps firms and organizations imjprove their marketing st rategies by understanding issues such as The psychology of how consumers think, feel, rason, and select between different alternatives (e.g., brands, products); The psychology of how the consumer is influenced by his or her environment (e.g. , culture, family, signs, media); The behavior of consumers while shopping or making other marketing decisions; Limitations in consumer knowledge or information processing abilities influence decisions and marketing outcome; How consumer motivation and decision strategies differ between products that differ in their level of importance or interest that they entail for th con sumer; and How marketers can adapt and improve their marketing campaigns and mar keting strategies to more effectively reach the consumer. Understanding these issues helps us adapt our strategies by taking the c onsumer into consideration. For example, by understanding that a number of diffe rent messages compete for our potential customers attention, we learn that to be effective, advertisements must usually be repeated extensively. We also learn th at consumers will sometimes be persuaded more by logical arguments, but at other times will be persuaded more by emotional or symbolic appeals. By understanding the consumer, we will be able to make a more informed decision as to which stra tegy to employ. Behavior occurs either for the individual, or in the context of a group(e.g., fr iends influence what kinds of cloothes a person wears) or an organization (peopl e on the job make decisions as to which products the firm should use). Consumer behavior involves the use and disposal of products as well as the study of how they are purchased. Product use is often of great interest to the market er, because this may influence how a product is best positioned or how we can en courage increased consumption. Since many environmental problems result from pro duct disposal (e.g., motor oil being sent into sewage systems to save the recycl ing fee, or garbage piling up at landfills) this is also an area of interest. Consumer behavior involves services and ideas as well as tangible products. The impact of consumer behavior on society is also of relevance.

INDUSTRY PROFILE COMPANY PROFILE

INDUSTRY JPROFILE Retail industry largest industry, accounting for are 10% of the countrys GDP and around 8% of the employment retail industry in India is at the cross roa ds. It has emerged as one of the most dynamic and fast paced industry with sever al players entering the market, but because of the heave intial investment requi red break even is difficult to achieve and many of these players have not tasted success so far. However the future is promising; the market is growing, government polic ies are becoming more favorable and emerging technologies are facilitating opera tions. Retailing in India is gradually inching its way towards becoming the next boom industry. The whole concept of shopping has altered in terms of format and consumer buying behavior ushering in a revolution in shopping in India. SOMEKEY FACTORS RETAIL IS Indias largest industry accounting for over 10% of the countrys GDP and around 8%of the employment. The market size of th Indian retail industry is about US $312 billion. Retailing in India is gradually inching its way towards becoment the next boom i ndustry. A large young working population with average age of 24 years INDIAS CONSUMPTION COSMO During the past decade, private final consumption expenditure has been the key d river of economic growth in India.

The $ 350 billion consumption spending provides the single biggest business oppo rtunities in India and is divided into sa,e key categories led by food, fashion and home products

COMPANY PROFILE Pantaloon Retail (India) Limited, is Indias leading retailer that operate s multiple retai formats in both the value and lifestyle segment of the Indian c onsumer market. Headquartered in Mumbai (Bombay), the company operates over 12 m illion square feet of retail, has over 10000 stores across 71 cities in India an d employs over 30,000 people. The companys leading formats include pantaloons, a chain of fashion outl ets, 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 choice, convenience and quality and central, a chain of seamless destina tion malls. Some of its formats include brand factory, blue sky, all top 10 star s and sitara. The company also operates an online portal, futurebazaar.com. A subsidiary company, Home solutions Retail (India)limited, operate Home Town, a large format home solutions store, collection I, selling home furniture products and e-zone focused on catering to the consumer electronics segment. Pantaloon Retail was recently awarded the international retailer of the year 2007 by the US based National Retail Federation (NRF) and the Emerging mark et retailer of the year 2007 at the world retain congress held in Barcelona. Pantaloon Retail is the flagship company of Future Group, a business gro up. Catering to the entire Indian consumption space.

THE FUTURE GROUP AS GIVEN BY THE GENERAL MANAGER: Future Bazaar.com is owned and operated by Future Bazaar India Ltd. (FBIL ). FBIL is a part of the Future Group, Indias largest retain conglomerate. F BIL is the e-commerce arm of the Future Group. The company was incorporated in 2 006 and began business in 2007. As part of Indias largest retail chain, we enjoy the benefits of buying i n bulk for the entire group. Out aim is to get you a great range of products at great prices. Core competency of the business what makes us different from other.!! A choice of more than 20,000 products. Delivery across more than 1500 cities and towns in India covering around 16,000 pin codes. Fast deliveries tie ups with world leaders in logistics & transportation servic es A dedicated customer care helpline for any queries. Always offering Manufacturers guarantee as opposed to sellers guarantee, which mo t of the other online shopping sites offer. Aggressive prices FutureBazaar.com has the benefit of leveraging the sourcing net work of the Future Groups retail chains. This sourcing network straddles a wide r ange of product requirements, thus being able to offer us economies of scale the reby unbelievable prices to its customers. Unmatched selection of products an Brands - we have more than 20,000 products w hich crates the flexibility to offer a large range of choices to customers. We a lso have partnerships with most of the brands available in the country, which al lows us to get the latest in the range to our customers. We have been able to cr eate some major popularity ripples with our corporate clients with products like mobiles, electronics, laptops, MP3 players, T-shirts, Gift Vouchers and so on. Seamless end-to-end Logistics solution we pride ourselves in having built an end -to-end logistics solution, right from stocking, dispatching, and delivery confi rmation up to post-sales support. Our back-end infrastructure enables us to serv

ice around 15,000 pin codes across India. Dedicated Customer Care for online customers as well as corporate clients We hav e a dedicated team straddling client servicing, sourcing, logistics and customer service for all our customers. our Brand Association Most importantly out parentage & association with humungo retail brands like Big Bazaar, Pantaloons, Central and many more, lends tremendo us amount of trust jj& credibility to our end consumers.

ABOUT FUTURE GROUP Future Group, led by its founder and Group CEO, Mr. Kishore Biya ni, is one of Indias leading business houses with multiple business spanning acro ss the consumption space. While retai 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, r etail media and logistics. Led by its flagship enterprise, Pantaloon Retail, the group oper ates over 11 million square feet of retail space in over 63 cities and towns and 65 rural locations across India. Pantaloon Retail was awarded the International Retailer of the year 2007, by the US-based National Retail Federation, the larg est retail trade association and the Emerging Market Retailer of the year 2007 a t the World Retail Congress in Barcelona. Future Group believes in developing strong insights on Indian co nsumers and building businesses based on Indian ideas, as espoused in the groups core value of Indian ness. The groups corporate credo is, Rewrite rules, Retain val ues More about Future Group.

The FutureBazaar.com promise as given by the General Manager: Manufacturers warranties on all products Future Bazaar sells only original products from authorized deale rs; so all applicable products carry the original manufacturers warranty. Custome rs can visit any of the authorized service centers of the manufacturer if requir ed. The invoice accompanying the product is your warranty document, so please pr eserve it. Guaranteed Delivery Future bazaar guarantees to deliver the exact product you select ed, without defects. In case you have received a different product, or if the pr oduct was damaged in transit, please let us know and we will ensure that we repl ace the product or ensure that your money is refunded. Please note that delivery times vary according to products to products 95%of our deliveries take place wi th in the committed time period. For the occasional delays, we wil contact you a nd update you about the status. Secure Payments We are committed to encuring that no payment misuse happens, so we work with bank and payment gateways to ensure that your information is protec ted. Payments are protected both by us and by the policies of your bank, and the chances of fraud in these channels are actually very low. We also have a Risk Management team that scrutinizes all payments to ens ure that there are no fraudulent transactions. Our office address is also availa ble for anyone who wishes to contact us in person. moreover, being part of Indias largest retail company with a presence all over India, we are omnipresent.

Our simple 15-Days Return Policy No questions asked! If you have purchased something at FutureBazaar.com ad the produ ct did not meet your expectations or does not fit your needs, then you can retur n the product to us, no questions asked, as long as it is in its original packag ing and accompanied by its invoice. Just contact our Customer Care and well arran ge to pick up the product from your home simple. Prompt Customer Support Our Customer Care is manned by dedicated personnel, who can take decisions and resolve your problems. They are empowered to solve your problems and are aware of the processes and means to handle them. In case they cannot sol ve the problem at their end, they will trigger the required action on your half or advise you the best possible method to a successful fulfillment of all your q ueries/issues. Be assured that when you call us, your call is being taken seriou sly. Values: o Indian ness: Confidence in ourselves. o Leadership: To be a leader, both in thought and business o Respect & Humility: To respect every individual and be humble in our con duct. o Introspection: Leading to purposeful thinking. o Openness: To be open and receptive to new ideas, knowledge and informati on. o Valuing and Nurturing Relationships: To build long term relationships. o Simplicity & positivity: Simplicity and positivity in our thought, busin ess and action. o Adaptability: To be flexible and adaptable, to meet challenges. Mission; We share the vision and belief that our customers and stakeholde rs shall be served only by creating and executing future scenarios in the consum ption space leading to economic development. We will be the trendsetters in evol ving delivery formats, creating retail realty, making consumption affordable for all customer segment. We shall infuse Indian brands with confidence and renewed ambiti on. We shall be efficient, cost conscious and committed to quality in whatever w e do. We shall ensure that our positive attitude, sincerity, humilityand unite d determination shall be the driving force to make us successful. Sone Ki Chidiya When the Mughals first came to India they were drawn by the lure of her fabulous wealth India was known as the Sone Ki Chidiya, literally The Golden Bird. According to economic historian Angus Maddison in his book the World Ec onomy: A Millennial Perspective, India had the worlds largest economy in the 1 st century and 11 th century , with a 33% share of world GDP in the 1 st century a nd 29% in 1000 CE. During 1700 AD, Mughal era, Indias share was 24%, more than t he whole of Western Europe. It came down to 3.8% in 1950s. paul Kennedy, in this highly regardd book, The Rise and Fall of the Great Powers: Economic Change and Military conflict from 1500 to 2000 estimates that in 1750. Indias share o the world trade was nearly 25 percent. It came down to 0.5 % in the 1960s and now stands at around 1..5%. The Indian economy is once again at the centre of the global attention. As domestic consumption drives economic growth in India, Future Group hopes to p lay a pivotal role in bringing back the Sone Ki Chidiya. Future Ventures: Future Ventures, seeks to promote and participate in innovative and emerging bus iness ventures in India. The company intends to play a role in powering entrepre neurship, by promoting or participating in diverse business activities, primaril y in consumption-led sectors in the country, which it defines as sectors whose gro wth and development will be determined primarily by the growing purchasing power of Indian consumers and their changing tastes, lifestyle and spending habits. The company will also participate in businesses where it exercises control or in

fluence, and can add value as active shareholders, by utilizing the experience a nd knowledge of the Future Group, and specifically its parent, pantaloon Retail ltd. Meet Indias king of Retail

Pantaloons Kishore Biyani has become Indias largest retailer, but still ha s several aces up his John Miller shirtsleeves. In Indias chaotic markets, Ishore Biyani is the unchalleged king of retai l. He has the knack of catchings rivals off-guard and striking where it hurts mo st. And now that hes set himself the task of tetaining control of the largest retail space in the country, he wont let anyone suppliers or international promo ters included catch him slacking. The latest to face the wrat of the 43-year-old is South African hyper ma rket Shoprite, which opened shop in Mumbai (images) last month through a franchi se agreement with local company Normal Lifestyle. The hypermarket began retailing products from big boys Nestle (Get Quote ), Unilever and Procter & Gamble at consumer discounts of 20-30 percent, loweer than even Biyanis his Big Bazaar Stores. Instead of chewing his nails, Biyani turmed confrontationist, asking why the multinationals were offering Shoprite better prices, even withdrawing Nestl e products from his stores when the company did not respond. Two days later the Nestle products were back, but not before the company had clarified its stance. Says Biyani, shoprite is involved in predatory pricing . There are rules against this in every part of the world. But as a result of his tough stance, the three MNCs have asked Shoprite to roll b ack the offers or face withdrawal of supplies, he says.

and he was proved right when the Kolkata Pantaloon store became a raging success and Biyani stepped on to the turf as a super retailer. Other professionals have wondered where Biyani picked up the tricks of t he retailing trade. Some has learned from his own mistakes, he admits. Others he picked up from the big boys of international retail. I read every book on Sam Walton, Macys, Marks & Spencer and management gur us like Tom Peters whose book Reimagine impressed me. Even now he reads a managemen t book every fortnight Stephen Covey, Robert Kaplanor James Collins. But unusual as it might seem, he also made it a point to stay away from these stores. The reason: by going to a Wal-Mart or a Macys, you could get overwhe lmed into thinking that was the best model and stop learning, he says. 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 Rakish Biyani is a commerce graduate and has been actively involved in c ategory management, retail stores operations, IT and exports. He has been instru mental in the implementation of the various new retail formats. Mr.Vijay Kumer 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 o f Bankers (CAIIB). His banking career spans over 31 years and he has served seni or management position in Central Bank of Commerce, SIDBI Corporation Bank and S

EBI. INTRODUCTION TO BIG BAZAAR A chain of shopping malls in Indian currently with 31 outlets owned by Kishore B iyani Pantaloon group. Big Bazaar is not just hyper market. Provides the best products at the best price. Reflects the look and feel of Indian bazaars at their modern outlets. Allover India, Big Bazaar attracts a few thousands customers on any regular day. BIG BAZAAR LOGO:

Big Bazaar is se sasta aur accha kahin nahi Type subsidiary of Pantaloon Group Founded 2001 Head quarters Jogeshware, Mumbai, India Industry retail Products department stores Parents Future Group Website http://www.bigbazaar.com

DATA ANALYSIS INTERPRETATIONS

CONSUMER BEHAVIOR QUESTIONAIRE Q1. How do you come to know about Big Bazaar? promotion No. of Customers Percentage (%) Advertisement 80 80 Colleagues references 12 12 Friends/Relatives references 4 4 Any other specify 4 4 Total 100 100 INTERPRETATION: From the above study 80% of respondents from Advertisement, 12% of respondents f rom Colleagues and 4% of respondents from Friends/Relatives Remaining 4% of resp ondents from others. Q2. How frequently do you visit Big Bizaar? Particulars No. of Customers Percentage (%) Once in a week 30 30 Twice in a week 43 43 Once in every 15 days 15 15 Once in a month 12 12

Total

100

100

INTERPRETATION: From the above study,30% of respondents from once in a week, 43% of resp ondents from twice in a week and 15% of respondents from every 15 days Remaining 12% of respondents from every month. CHI SQUARE TEST: The above analysis is also analysed with the chi square test to find th e dependency between no of visits to Big Bazaar and Goods bought. This test is a s follows. Ho= There is relation between visits and goods bought in Big Bazaar. Ha = There is relation between no. of visits and goods bought in Big Bazaar. Caliculation of 2 has been presented in the table. Food items lothes Ele troni s furniture others On e in week 10 7 2 5 6 30 Twi e in week 5 18 7 12 1 43 On e in 15 days 8 1 3 1 2 15 On e in 30 days 2 6 2 0 1 12 25 33 14 18 10 100 X2 = (f-f1)f1 = 24.9456 The degree of freedom for the given problem is (r-1)(s-1) = 12 There fore the probability P nvalue is 0.24 that is around 50% of probability orr e t to the hypothesis. There fore it is said that there is no dependen y in betw een the no of visits to Big Bazaar and the goods bought. Q3. What is the main purpose of Pur hase?x Parti ulars No. of respondents Per entage (%) Personal usage/ onsumption 71 71 To Gift 19 19 Any other pl. Spe ify 10 10 Total 100 100

INTERPRETATION: From the above table we an on lude that the major numbers of responden ts of 71% personal usage, 19% to gift and remaining 10% any other. Q4. Whi h ategory of produ ts do you buy most at Big Bazaar? Aspe ts No. of respondents Per entage Food items 25 25 Clothes 33 33 Ele troni s 14 14 Furniture 18 18 Any other pl. Spe ify 10 10 Total 100 100

INTERPRITATION: From the above study 25% of respondents from Food items, 33% of responde nts from Clothes and 14% of respondents from Ele troni s 18% of respondents from furniture and 10% others. Q5. You prefer to go in Big bazaar with? parti ulars No. of respondents Per entage (%)

Family members Spouse 13 Friends Others 4 Total 100

28 13 55 4 100

28 55

INTERPRETATION: From the above study 28% of respondents from Family, 13% of respondents from Spouse and 55% of respondents from Friends and remaining 4% are others. CHI SQUARE TEST: The above analysis is also analysed with the hi square test to find th e relation between people who a ompany and Produ ts bought. This test is as fol lows. Ho= There is relation between people who a ompany and goods bought in Big Bazaa r. Ha = There is relation between people who a ompany and goods bought in Big Baza ar. Cali ulation of 2 has been presented in the table. Food items lothes Ele troni s furniture others Family mbrs 12 10 3 2 1 28 Spouse 2 3 4 2 2 13 Friends 11 20 5 13 6 55 Others 0 0 2 1 1 04 25 33 14 18 10 100 X2 = (f-f1)f1 = 20.4779 The degree of freedom for the given problem is (r-1)(s-1) = 12 There fore the probability P nvalue is 0.20 that is around 50% of probability orr e t to the hypothesis. There fore it is said that there is no dependen y in betw een the people who a ompany and the goods bought in Big Bazaar. Q6. Whi h mall you like the most in the ity? Parti ulars No. of respondents Per entage (%) Big bazaar 72 72 Spen er 15 15 City entral 12 12 Hyd entral 1 1 Total 100 100 INTERPRETATION: From the survey it is observed the 72% of respondents for Big Bazaar, 15% of re spondents for Spen er, 12% of respondents for City entral and only 1% of respon dents are hyd entral. Q7. What is the reason behind pur hasing in Big Bazaar? parti ulars No. of Respondents Per entage (%) Goo satisfa tion over produ ts 10 10 Reasonable pri es 78 78 More offers 12 12 Any others 0 0 total 100 100 INTERPRETATION From the study it is observed that 10% of respondents for Good satisfa t ion over produ ts, 78% of respondents for Reasonable pri es, 12% of respondents for More offers.

INTERPRETATION: From the above study 09% of respondents from Expensive, 21% of responden ts from Competitive and 36% of respondents from Affordable 34% of respondents fr om Reasonable. CHI SQUARE TEST: The above analysis is also analysed with the hi square test to find th e relationship between pri e of produ ts in Big Bazaar and Goods bought. This te st is as follows. Ho= There is relation between pri es of the produ ts in Big Bazaar and goods bou ght in Big Bazaar. Ha = There is relation between pri es of the produ ts in Big Bazaar and goods bo ught in Big Bazaar. Cali ulation of 2 has been presented in the table. Food items lothes Ele troni s furniture others Expensive 3 4 1 0 1 09 Competitive 7 5 2 4 3 21 Offerdable 9 13 3 7 4 36 Reasonable 6 11 8 7 2 34 25 33 14 18 10 100 X2 = (f-f1)f1 = 8.7773 The degree of freedom for the given problem is (r-1)(s-1) = 12 There fore the probability P value is 0.87 that is around 50% of probability orre t to the hypothesis. There fore it is said that there is no dependen y between pri es of produ ts and goods bought in Big Bazaar. Q9. Why do you prefer to shop in Big Bazaar? Parti ulars No. of respondents Per entage Availability of adequate sto k 16 16 Convenien e of lo ation and timing 21 21 Offers and dis ounts 36 36 Variety of produ ts 27 27 Total 100 100 INTERPRETATION: From the above study 16% of respondents from Availability of adequate st o k, 21% of respondents from Convenien e of lo ation and timing, and 36% of res pondents from offers and dis ounts, 27% of respondents from variety of produ ts . CHI SQUARE The e dependen y s. Ho= There is TEST: above analysis is also analysed with the hi square test to find th between preferen e to shop and Goods bought. This test is as follow relation between preferen e to shop and goods bought in Big Bazaar.

Q8. How do you Parti ulars Expensive Competitive Affordable Reasonable Total 100

rate the pri ing of produ ts at Big Bazaar? No. of Respondents Per entage (%) 09 09 21 21 36 36 34 34 100

Ha = There is relation between preferen e to shop and goods bought in Big Bazaar . Cali ulation of 2 has been presented in the table. Food items lothes Ele troni s furniture others Sto k available 6 4 1 2 3 30 Convenien e 4 9 5 3 0 43 Offer&dis ounts 10 13 6 2 5 15 Variety prdts 5 7 2 11 2 12 25 33 14 18 10 100 X2 = (f-f1)f1 = 21.7921 The degree of freedom for the given problem is (r-1)(s-1) = 12 There fore the probability P value is 0.21 that is around 50% of probability orre t to the hypothesis. There fore it is said that there is no dependen y between preferen e to shop and the goods bought in Big Bazaar.

INTERPRETATION: From the above data, we de ide that 22% of the ustomers take assistan e from staff always, whereas 30% take help frequently, 40% have take assistan e s ometimes, and 8% will not depend on others. From the olle ted data, we an say that the manority of the ustomers take assistan e from the store staff sometime s. Q12. How is your overall experien e in Big Bazaar? parti ulars No. of respondents Per entage (%) Ex ellent 63 63 Good 27 27 Poor 10 10 Total 100 100 INTERPRETATION: From the above data, we de ide that 63%of the ustomers overall experien e in Bi g Bazaar is ex ellent, 27% of the ustomers overall experien e is Good and only 10% of ustomers overall experien e is poor. From this we an de ide that , the overall ustomer satisfa tion level is good

INTERPRETATION: From the data spe ified, 18% of ustomers are interested in membership ard, whereas 9% are interested in parking offers, 20% are interested in lu ky dr aw but more than half are interested in dis ount ard i.e.53% by this we an say that most of the ustomers prefers to having dis ount ards at Big Bazaar. Q11. How often do you ask for Assistan e from store staff in sele ting you pur h ase? parti ulars No. of respondents Per entage (%) Almost always 22 22 Frequently 30 30 Sometimes 40 40 Never 8 8 total 100 100

10. what more fa ility fa ilities No. of Membership ard 18 Dis ount ard 53 Free parking offers Lu ky draw 20 Total 100 100

would you like to get at Big Bazaar? respondents Per entage (%) 18 53 9 9 20

INTERPRETATION: From the above table we an on lude that the major numbers of responden ts 85% of the respondents say sure, 12% of the respondents say May be, 3% of the respondents say Never. Q14. Do you suggest any one to shop at Big Bazaar? Parti ulars No. of respondents Per entage (%) Yes 85 85 No 15 15 Total 100 100 INTERPRETATION: From the above table we an on lude that the major numbers of responden ts Yes, 85%, whi h omprises of 15% of the No.

Q15. How do you suggest to Big Bazaar Management to making present Big Bazaar to more attra tive? Parti ulars No. of respondents Per entage (%) To maintain quality produ ts 45 45 Reasonable pri es 25 25 Giving more offers and dis ounts 25 25 onvenien e 5 5 Total 100 100 INTERPRETATION: From the study it is observed that 45% of respondents for To maintain qu ality produ ts, 25% of respondents Reasonable Pri es, 10% of respondents in Ever y month, 25% of respondents for Giving more of offers and dis ounts, 5% responde nts for onvenien e. Q17. Mention your satisfa tion level for following elements 1. Highly satisfied 2. Satisfied 3. Neither satisfied nor dissatisfied 4. Dissatisfied 5. Highly dissatisfied Elements 4 1. Lo ation ( ) 2. Operating time ( ) 3. Parking fa ility ( ) 4. Cleanness of store ( 1 ( ( ) ( ( ) ) ) ( ) ( ( ) ) 2 ( ) ( ) ( ( ) )

Q13. Would you Parti ulars Sure 85 May be 12 Never 3 Total 100

visit Big Bazaar again? No. of respondents Per entage (%) 85 12 3 100

3 ( )

Easy to lo ate produ t ( Quality produ t promotion offers pri e fo the produ t staff helpfulness flexibility in payment ( return of value for ( )

1. LOCATION: Satisfa tion level No. of respondents Per entage (%) Highly satisfied 25 25 Satisfied 10 10 Neither satisfied nor dissatisfied 60 60 Dissatisfied 5 5 Highly dissatisfied 0 0 Total 100 100 INTERPRETATION: From the above data, we de ide that 25% of the ustomers satisfa tion level is h ighly satisfied on the basis of lo ation of Big Bazaar, 10% of the ustomers sat isfa tion level is satisfied on the basis of lo ation of Big Bazaar, 60% of the ustomers satisfa tion level is neither satisfied nor dissatisfied, 5% of the u stomers satisfa tion level is dissatisfied and in the ustomers no ones satisfa t ion level is highly dissatisfied. Per entage (%) 27

INTERPRETATION: from the data above spe ified, 10% of ustomers are highly satisfied, 50 % of the ustomers are satisfied, 27% of the ustomers are neither satisfied nor dissatisfied , 10% of the ustomers are dissatisfied , 3% of the ustomers are highly dissatisfied on the basis of operating time.

2. OPERATING TIME: Satisfa tion level No. of ustomers Highly satisfied 10 10 Satisfied 50 50 Neither satisfied nor dissatisfied 27 Dissatisfied 10 10 Highly dissatisfied 3 3 100 100

5. ( ) 6. ( ) 7. ( ) 8. ( ) 9. ( ) 10. ( ) 11. mode ( ) 12. money

Spa ious shop floor

) ) ) ( )

( ( (

) ) ) ( )

( ( (

) ) ) ( )

) ( ) ( ) )

) ( )

) ( )

) ( )

) ( )

Per entage (%) 6

INTERPRETATION: from the data above spe ified, 30% of ustomers are highly satisfied, 56% of the ustomers are satisfied, 6% of the ustomers are neither satisfied nor dissatis fied , 7% of the ustomers are dissatisfied , 1% of the ustomers are highly dis satisfied on the basis of parking fa ility. 4.CLEANNESS OF STORE: Satisfa tion level No. of ustomers Highly satisfied 36 36 Satisfied 22 22 Neither satisfied nor dissatisfied 32 Dissatisfied 12 12 Highly dissatisfied 0 0 100 100

Per entage (%) 32

INTERPRETATION: from the data above spe ified, 36% of ustomers are highly satisfied, 22% of the ustomers are satisfied, 32% of the ustomers are neither satisfied nor dissati sfied , 12% of the ustomers are dissatisfied , 0% of the ustomers are highly d issatisfied on the basis of Cleanness of store. 5.SPACIOUS SHOP FLOOR: Satisfa tion level No. of ustomers Highly satisfied 9 9 Satisfied 25 25 Neither satisfied nor dissatisfied 40 Dissatisfied 20 20 Highly dissatisfied 6 6 100 100

Per entage (%) 40

INTERPRETATION: from the data above spe ified, 9% of ustomers are highly satisfied, 25% of the ustomers are satisfied, 40% of the ustomers are neither satisfied nor dissatis fied , 20% of the ustomers are dissatisfied , 6% of the ustomers are highly di ssatisfied on the basis of Spa ious shop floor. 6.EASY TO LOCATE PRODUCT: Satisfa tion level No. of ustomers Highly satisfied 80 80 Satisfied 8 8 Neither satisfied nor dissatisfied 3 Dissatisfied 9 9 Highly dissatisfied 0 0 100 100

Per entage (%) 3

3. PARKING FACILITY: Satisfa tion level No. of ustomers Highly satisfied 30 30 Satisfied 56 56 Neither satisfied nor dissatisfied 6 Dissatisfied 7 7 Highly dissatisfied 1 1 100 100

INTERPRETATION: from the data above spe ified, 80% of ustomers are highly satisfied, 8% of the ustomers are satisfied, 3% of the ustomers are neither satisfied nor dissatisf ied , 9% of the ustomers are dissatisfied , 0% of the ustomers are highly diss atisfied on the basis of Easy to lo ate the produ t. 7.QUALITY OF PRODUCTS: Satisfa tion level No. of ustomers Highly satisfied 2 2 Satisfied 80 80 Neither satisfied nor dissatisfied 10 Dissatisfied 8 8 Highly dissatisfied 0 0 100 100

Per entage (%) 10

INTERPRETATION: from the data above spe ified, 2% of ustomers are highly satisfied, 80% of the ustomers are satisfied, 10% of the ustomers are neither satisfied nor dissatis fied , 8% of the ustomers are dissatisfied , 0% of the ustomers are highly dis satisfied on the basis of Quality of produ ts. 8.PROMOTION OFFERS; Satisfa tion level No. of ustomers Highly satisfied 20 20 Satisfied 60 60 Neither satisfied nor dissatisfied 18 Dissatisfied 2 2 Highly dissatisfied 0 0 100 100

Per entage (%) 18

INTERPRETATION: from the data above spe ified, 20% of ustomers are highly satisfied, 60% of the ustomers are satisfied, 18% of the ustomers are neither satisfied nor dissati sfied , 2% of the ustomers are dissatisfied , 0% of the ustomers are highly di ssatisfied on the basis of Promotion Offers. 9.PRICE OF THE PRODUCT: Satisfa tion level No. of ustomers Highly satisfied 4 4 Satisfied 90 90 Neither satisfied nor dissatisfied 3 Dissatisfied 0 0 Highly dissatisfied 3 3 100 100

Per entage (%) 3

INTERPRETATION: from the data above spe ified, 4% of ustomers are highly satisfied, 90% of the ustomers are satisfied, 3% of the ustomers are neither satisfied nor dissatisf ied , 0% of the ustomers are dissatisfied , 3% of the ustomers are highly diss atisfied on the basis of Pri e of the produ t.

Per entage (%) 25

INTERPRETATION: from the data above spe ified, 52% of ustomers are highly satisfied, 8% of the ustomers are satisfied, 25% of the ustomers are neither satisfied nor dissatis fied , 12% of the ustomers are dissatisfied , 3% of the ustomers are highly di ssatisfied on the basis of staff helpfulness. 11.FLEXIBILITY IN PAYMENT MODE: Satisfa tion level No. of ustomers Highly satisfied 10 10 Satisfied 80 80 Neither satisfied nor dissatisfied 7 Dissatisfied 3 3 Highly dissatisfied 0 0 100 100 Per entage (%) 7

INTERPRETATION: from the data above spe ified, 10% of ustomers are highly satisfied, 80% of the ustomers are satisfied, 7% of the ustomers are neither satisfied nor dissatis fied , 3% of the ustomers are dissatisfied , 0% of the ustomers are highly dis satisfied on the basis of Flexibility in Payment mode. Per entage (%) 35

INTERPRETATION: from the data above spe ified, 5% of ustomers are highly satisfied, 60% of the ustomers are satisfied, 35% of the ustomers are neither satisfied nor dissatis fied , 0% of the ustomers are dissatisfied , 0% of the ustomers are highly dis satisfied on the basis of Return of Value for Money.

12.RETURN OF VALUE FOR MONEY: Satisfa tion level No. of ustomers Highly satisfied 5 5 Satisfied 60 60 Neither satisfied nor dissatisfied 35 Dissatisfied 0 0 Highly dissatisfied 0 0 100 100

10.STAFF HELPFULNESS: Satisfa tion level No. of ustomers Highly satisfied 52 52 Satisfied 8 8 Neither satisfied nor dissatisfied 25 Dissatisfied 12 12 Highly dissatisfied 3 3 100 100

FINDINGS SUGGESTIONS

From the responses of 100 ustomers the findings an be listed as: As per the findings, all are having the awareness of Big Bazaar. We an say that Big Bazaar have good pla e in the minds of the ustomers. As per the findings 60% of male ustomers are ome to Big Bazaar for shopping. The ustomers who were mainly age guoup of 26- 35 years are shopping at Big Baza ar. It has been found that the Majority of the Respondents ome to know about the Bi g Bazaar through Friends/Relatives Referen es and Advertisements only. So we an say that the word of mouth and advertisements are plays a very important role w hen ustomers shopping at Big Bazaar. As per findings, Majority of the Respondents are visits Big Bazaar twi e in a we ek. By this, we an say that most of the ustomers are oming to Big Bazaar regu larly. As per findings, Majority of the Respondents are pur hasing for the Purpose of P ersonal use/ onsumption only. As per findings, Majority of the respondents are interested to shopping at Cloth es. Most of ustomers are prefer to ome to Big Bazaar with friends, and ustomers a re motivates by them at pur hase. Majority of the respondents are interested to visit Big Bazaar when ompare to o ther malls. As per the findings, majority of the ustomers hoose the Big Bazaar for availab ility of produ ts as well as reasonable pri es. Majority of the ustomers are rate for affordable pri ing in Big Bazaar. As per findings, most of the ustomers prefer to shop in Big Bazaar for offers & dis ounts. As per findings, most of the respondents are taking assistan e from the store st aff during pur hase period. We an say that ustomers take assistan e from store staff when they shopping in Big Bazaar. As per the findings, majority of the ustomers are satisfied with the value of t heir money provided by Big Bazaar. As per findings, overall experien e of the respondents is found to be Ex ellen e as started by 12% of the Respondents, and Good by 60% of the Respondents, Very few rated as poor. As per findings, most of the ustomers opinion is to revisit the Big Bazaar. As per findings, Majority of the Respondents are re ommended to others for shopp ing in Big Bazaar. As per findings, as mu h as 45% of the Respondents to suggest the Big Bazaar to maintain good quality in produ ts.

RECOMMENDATIONS An attempt has been made to suggest to the Big Bazaar a few measures. These sugg estions have been made within the preview of the data available. 1) The ompany must go for some more promotional a tivities rather than TV, advertisement, hoarding and news papers. 2) The ompany has to ondu t the periodi al meetings with ke their valuable suggestions.

3) The ompany may adopt poli y of dis ounts ards and gifts to ustomers w hile pur hasing the produ ts. 4) Innovative efforts must be laun hed to improve the position through bett er marketing strategies. 5) Innovative pa kaging an give a ompany an advantage over

ompetitors.

6) The store staff should be trained adequately so as to onvin e the Potenti al buyers, be ause his performan e on jobs has great impa t on sale of a produ t . 7) Most of the ustomers belongs to age group of 17-27 years. So, ompany h as to on entrate more on those people to enhan e the sales. 8) Moreover, the ompany has to on entrate more on the ustomers of age gr oup of 28-37 years to enhan e the sales.

QUESTIONNAIRE BIBLIOGRAPHY

QUESTIONNAIRE (The information furnished by the respondent is stri tly for A ademi purpose on ly) Dear Respondent, as a part of resear h, a survey is taken up to study the Consum er Behavior towards the Big Bazaar. Kindly provide the following information. Name: Lo ation: Age: O upati on:

ustomers and ta

Gender M/F: In ome for month: Q1) How did you ome to know about Biz Bazaar? a) Advertisement b) Colleagues referen es ) Friends/relatives referen es d) Any other spe ify Q2) How frequently do you visit Big Bazaar? a) On e in a week b) Twi e in a week ) On e in every 15 days d) On e in a month Q3) what is the main purpose of pur hase? a) Personal Usage / onsumption b) To Gift ) Any other pl. Spe ify Q4) Whi h ategory of Produ ts do you buy most at Big bazaar? a) Food items b) Clothes ) Ele troni s d) Any other pl. Spe ify Q5) You prefer to go in Big bazaar with a) Family members b) Spouse ) Friends d) Others Q6) Whi h mall you like the most in the ity a) Big bazaar b) Spen er ) City entral d) Hyd entral Q7) What is the reason behind pur hasing in Big Bazaar? a) Good satisfa tion over produ ts b) Reasonable pri es ) More offers d) Any others Q8) How do you rate the pri ing of produ ts at Big Bazaar? a) Expensive b) Competitive ) Affordable d) Reasonable Q9) Why do you prefer to shop in Big Bazaar? a) Availability of adequate sto k b) Convenien e of lo ation and timing ) Offers and dis ounts d) Variety of produ ts

Edu ation;

Q10) What more fa ility would you like to get at Big Bazaar? a) Membership Card b) Dis ount Card ) Free pa king Offers d) Lu ky draw Offer Q11) How often do you ask for Assistan e from store staff in sele ting your Pur hase? a) Almost Always b) Frequently ) Sometimes d) Never Q12) How is your overall experien e in Big Bazaar? a) Ex ellent

b) Good ) Poor Q13) Would you visit Big Bazaar again? a) Sure b) May be ) Never Q14) Do you suggest any one to shop at Big Bazaar? a) Yes b) No Q15) How, do you suggest to Big Bazaar management to making present Big Bazaar t o more attra tive? a) To maintain quality produ ts b) Reasonable pri es ) Giving more offers and dis ounts d) Convenien e Q16) Please give your valuable suggestions regarding Big Bazaar over all fun tio ning_________________________________________________ Mention your satisfa tion level for following elements 1) Highly satisfied 2) Satisfied 3) Neither satisfied nor dissatisfied 4) Dissatisfied Elements 1 2 4 1. Lo ation ( ) ( ( ) 2. Operating time ( ) ( ) ( ) 3. Parking fa ility ( ) ( ( ) 4. Cleanness of store ( ) ( ( 5. Spa ious shop floor ( ) ( ) ( ) 6. Easy to lo ate produ t ( ) ( ) ( ) 7. Quality produ t ( ) ( ) ( ) 8. promotion offers ( ) ( ( ) 9. pri e fo the produ t ( ) ( ) ( ) 10. staff helpfulness ( ) ( ( ) 11. flexibility in payment mode ( ) ( ) ( ) 12. return of value for money ( ) ( ) (

3 ) ( ) ) ( ( ( ) ( ) ( ) ) ( ) ) ( ) ) ) ) ( ) ) ( ( ) ) ( )

Thank you BIBLIOGRAPHY Text Books Consumer Behavior: Consumer Behavior: Prin iples of Marketing:

Albert J. Dells Bittas David L. Loudon Philip Kotler

Marketing Management: Websites: www. onsumerbehavior. om www.bigbazaar. om www.panthalone. om www.futuregroup. om

Philip Kotler