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This project has been made on the research problem ͞Customer Satisfaction
at Big Bazaar͟.

The objective of this research is to identify the customer satisfaction level.

This is a descriptive research study because this is based on the opinion of
the customer over the products, store, discounts and the services offered .
This is done through customer survey.

Interrogation through personal interview and questionnaire has been used

as a data collection technique. Pie charts were prepared and analyzed to
reach the conclusions.

The survey includes information like ͞satisfaction on products, shopping

environment, customer service and sales persons͟.

A customercsurvey can provide management with valuable input on both

short term and long term decision making. It can offer strategic advantages
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Retailing consists of the sale of goods or merchandise from a very fixed

location, such as a department store, boutique or by mail, in small or
individual lots for direct consumption by the purchaser.

Retailing may include subordinated services, such as delivery. Purchasers

may be individuals or businesses.

A "retailer" buys goods or products in large quantities

from manufacturers or importers, either directly or through a wholesaler,
and then sells smaller quantities to the end-user.

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The Indian retail industry is the fifth largest in the world. Comprising of
organized and unorganized sectors, India retail industry is one of the fastest
growing industries in India, especially over the last few years.

With growing market demand, the industry is expected to grow at a pace of

25-30% annually. The retail industry in India is currently growing at a great
pace and is expected to go up to US$ 833 billion by the year 2013

MAJOR RETAILERS IN INDIA:

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RESEARCH METHODOLOGY

PURPOSE OF RESEARCH:c c

To identify the level of customer satisfaction

RESEARCH DESIGN:

Descriptive ʹ The research is done on the basis of structured questionnaire.

The respondents were interviewed on one to one basis.

Sampling Method: Convenience sampling

Sample size: 50 customers of Big Bazaar.

Data collection Technique: Questionnaire.

Sources of data:

Primary data:

The data is collected through direct communication with respondents. The

information are obtained through questionnaire.

Secondary data:

The data is collected by secondary sources also. The data is collected through
company manual and company website.

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 1)c In a month how many times you visit big bazaar?

A )Ones B)Twice C)More Than Twice D)Occasionally.

Ones Twice More than Occasionally

twice
In Number 11 8 13 18
In % 22 16 26 36
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customers visit to big bazaar

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ccccccc2) Brands and products availability in big bazaar is

A) Bad B) Fair C) Good D) Excellent

Bad Fair Good Excellent

In Number 1 10 31 8
In % 2 20 62 16
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3) How is your overall shopping experience in big bazaar?

Ba Fai Goo Excelle

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In 1 13 22 14
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In % 2 26 44 28

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4)c How do you feel about the discounts and offers
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A) Bad B)Fair C)Good D)Excellent

Bad Fair Good Excellent

In Number 3 17 19 11
In % 6 34 38 22
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5) Product display and signage in the store is!

A) Bad B) Fair C) Good D)Excellent

Bad Fair Good Excellent

In Number 0 15 28 7
In % 0 30 56 14
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6)How do you feel about the sales persons?

A) Bad B)Fair C)Good D)Excellent

Bad Fair Good Excellent

In Number 4 12 25 9
In % 8 24 50 18
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A) Bad B) Fair C) Good D)Excellent

Bad Fair Good Excellent

In Number 4 20 18 8
In % 8 40 36 16
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A) Bad B) Fair C) Good D)Excellent

Bad Fair Good Excellent

In Number 0 12 24 14
In % 0 24 48 28
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9) How likely are you to recommend big bazaar to a friend or relative?

A)cBad B)Fair C)Good D)Excellent

Bad Fair Good Excellent

In Number 1 18 21 10
In % 2 36 42 20
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10) How would you rate your overall satisfaction with us?

A)Very Satisfied B) Somewhat Satisfied C) Somewhat Dissatisfied D)

Very Dissatisfied

Very Somewhat Somewhat Very

satisfied satisfied dissatisfied dissatisfied
In Number 22 23 5 0
In % 44 46 10 0

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