INTRODUCTION

Retailing in India is one of the pillars of its economy and accounts for about 10 percent of its
GDP. The Indian retail market is estimated to be US$ 600 billion and one of the top five retail
markets in the world by economic value. India is one of the fastest growing retail markets in the
world, with 1.2 billion people.
Big Bazaar is an Indian retail chain of hypermarkets, discount department stores, and grocery
stores. The retail chain was founded by Kishor Biyani under his parent organisation Future
Group, which is known for having a significant prominence in Indian retail and fashion sectors.
Big Bazaar is also the parent chain of Food Bazaar, Fashion at Big Bazaar (abbreviated as fbb)
and eZone where at locations it houses all under one roof, while it is sister chain of retail outlets
like Brand Factory, Home Town, Central, eZone, etc.
Big Bazaar is a household name that is used synonymously with ‘retail’ in India. We represent
the requirements of a typical Indian home. Founded in 2001 by Kishore Biyani, we as a retail
chain operate under the parent organisation – Future Group – that holds a significant prominence
in the Indian retail and fashion sectors.
Big Bazaar is one of the oldest hypermarket chains that houses around 250+ stores in the
country. Big Bazaar cover three essential categories in Indian retail: home, food, and fashion.
Popular retail chains – like the Food Bazaar and fbb form an integral part of Big Bazaar’s
identity. The latter (i.e. fbb) has exponentially grown into a major brand that epitomizes fashion
in India.
In spite of covering a wide gamut of consumer essentials at reasonable prices, we are best known
for our understanding of our customers’ evolving needs and comforts. In a fast-paced world, we
are perceived as a thought leader who relies on traditional Indian values of seva or ‘care for the
customer’ while remaining firmly futuristic in taking business decisions that fuel better quality
and efficiency.

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 Indian customers. We
guarantee the best products at the best prices. With the ever-increasing array of in-house brands,
we have opened doors in 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.
My study will find out the current status of Big Bazaar and Retail organisation and determines
where it stands in the current market.
HISTORY

Founded in 2001, Big Bazaar is one of the oldest and largest hypermarket chains of India,
housing about 250+ stores in over 120 cities and towns across the country.Big Bazaars journey
began in October 2001, when the young, first generation entrepreneur Kishore Biyani opened the
countrys first hypermarket retail outlet in Kolkatta (then Calcutta). In the same month, two more
stores were added one each in Hyderabad and Mumbai, thus starting on a successful knock
which began the chapter of organized retailing in India.
Speaking on this momentous occasion and remembering the days of conceptualising the
hypermarket idea Mr. Kishore Biyani said, We initially decided to name the format as Bazaar
because we had designed the store keeping the Indian mandi style in mind. Since the size of the
hypermarket was big than an average mandis, the thought came to name it as Big
Bazaar.However, we had freezed on the punch line Isse Se Sasta Aur Achha Kahi Nahi much
before we met the creative agency to design the final logo of Big Bazaar.

Though, Big Bazaar was started purely as a fashion format including apparel, cosmetics,
accessory and general merchandise, the first Food Bazaar format was added as Shop-In-Shop
within Big Bazaar in the year 2002. Today, Big Bazaar, with its wide range of products and
service offering, reflects the aspirations of millions of Indians.

The journey of Big Bazaar can be divided into two phases one pre and the other post January
26th, 2005, when the company rewrote the retail chapter in India, with the introduction of a
never-before sales campaign Sasbe Sasta Din. In just one day, almost the whole of India
descended at various Big Bazaar stores in the country to shop at their favourite shopping
destination.

Further, what followed was the time and again rewriting of the Indian Retail experience, wherein
understanding of the Indian consumers reflected in the products and services offered, creating
innovative deals, expanding in the tier II and tier III towns, tying up with branded merchandise to
offer exclusive products and services to its customers.

Big Bazaar is present today in 59 cities and occupying over 5 million sq.ft. retail space and
driving over 110 million footfalls into its stores. The format is expecting the number of footfall
in the storesto increase by over 140 million by this financial year. Over the years, Mr. Biyani for
his vision and leadership, and Big Bazaar for its unique proposition to its customers, have
received every prestigious consumer awards both nationally and internationally.

Says Rajan Malhotra, President, Strategy & Convergence, Big Bazaar, What is important in our
journey is not the number of stores, but the customers faith in us. Its the India and the Indians,
which have helped us, reach this feat in such a short time span and today our country is creating
a history in the World organized Retail.Rajan Malhotra, who is also the first employee of Big
Bazaar, joining the organization in early 2001 adds, Since beginning, we have kept Big Bazaar as
a soft brand, which reflects the India and the Indianess. We believed in growing with the society,
participating and celebrating all regional and local community festivals, giving customers
preferences above everything else.
Research objective of the study

 To understand the socio economic profile of the respondents.

 To identify the customer perception towards service quality.
 To know the perception of the customer towards service provided by the company.
 To suggest based on the research findings.


Research Methodology

The process used to collect information and data for the purpose of making business decisions.
The methodology may include publication research, interviews, surveys and other research
techniques, and could include both present and historical information.

Research methodology is the specific procedures or techniques used to identify, select, process,
and analyze information about a topic. In a research paper, the methodology section allows the
reader to critically evaluate a study’s overall validity and reliability. The methodology section
answers two main questions: How was the data collected or generated? How was it analyzed?

1.1 What is research?

Research comprises "creative and systematic work undertaken to increase the stock of
knowledge, including knowledge of humans, culture and society, and the use of this stock of
knowledge to devise new applications." It is used to establish or confirm facts, reaffirm the
results of previous work, solve new or existing problems, support theorems, or develop new
theories. A research project may also be an expansion on past work in the field. Research
projects can be used to develop further knowledge on a topic, or in the example of a school
research project, they can be used to further a student's research prowess to prepare them for
future jobs or reports. To test the validity of instruments, procedures, or experiments, research
may replicate elements of prior projects or the project as a whole. The primary purposes of basic
research (as opposed to applied research) are documentation, discovery, interpretation, or the
research and development (R&D) of methods and systems for the advancement of human
knowledge. Approaches to research depend on epistemologies, which vary considerably both
within and between humanities and sciences. There are several forms of research: scientific,
humanities, artistic, economic, social, business, marketing, practitioner research, life,
technological, etc.

Research has been defined in a number of different ways, and while there are similarities, there
does not appear to be a single, all-encompassing definition that is embraced by all who engage in
it. One definition of research is used by the OECD, "Any creative systematic activity undertaken
in order to increase the stock of knowledge, including knowledge of man, culture and society,
and the use of this knowledge to devise new applications." Another definition of research is
given by John W. Creswell, who states that "research is a process of steps used to collect and
analyze information to increase our understanding of a topic or issue". It consists of three steps:
pose a question, collect data to answer the question, and present an answer to the question. The
Merriam-Webster Online Dictionary defines research in more detail as "studious inquiry or
examination; investigation or experimentation aimed at the discovery and interpretation of facts,
revision of accepted theories or laws in the light of new facts, or practical application of such
new or revised theories or laws"

1.2Forms of research

Original research

It is research that is not exclusively based on a summary, review or synthesis of earlier

publications on the subject of research. This material is of a primary source character. The
purpose of the original research is to produce new knowledge, rather than to present the existing
knowledge in a new form (e.g., summarized or classified).Original research can take a number of
forms, depending on the discipline it pertains to. In experimental work, it typically involves
direct or indirect observation of the researched subject(s), e.g., in the laboratory or in the field,
documents the methodology, results, and conclusions of an experiment or set of experiments, or
offers a novel interpretation of previous results. In analytical work, there are typically some new
(for example) mathematical results produced, or a new way of approaching an existing problem.
In some subjects which do not typically carry out experimentation or analysis of this kind, the
originality is in the particular way existing understanding is changed or re-interpreted based on
the outcome of the work of the researcher. The degree of originality of the research is among
major criteria for articles to be published in academic journals and usually established by means
of peer review. Graduate students are commonly required to perform original research as part of
a dissertation.

Scientific research
It is a systematic way of gathering data and harnessing curiosity. This research provides
scientific information and theories for the explanation of the nature and the properties of the
world. It makes practical applications possible. Scientific research is funded by public
authorities, by charitable organizations and by private groups, including many companies.
Scientific research can be subdivided into different classifications according to their academic
and application disciplines. Scientific research is a widely used criterion for judging the standing
of an academic institution, but some argue that such is an inaccurate assessment of the
institution, because the quality of research does not tell about the quality of teaching (these do
not necessarily correlate).

Research in the humanities

It involves different methods such as for example hermeneutics and semiotics. Humanities
scholars usually do not search for the ultimate correct answer to a question, but instead, explore
the issues and details that surround it. Context is always important, and context can be social,
historical, political, cultural, or ethnic. Historians use primary sources and other evidence to
systematically investigate a topic, and then to write histories in the form of accounts of the past.
Other studies aim to merely examine the occurrence of behaviours in societies and communities,
without particularly looking for reasons or motivations to explain these. These studies may be
qualitative or quantitative, and can use a variety of approaches, such as queer theory or feminist
theory.

Artistic research

It also seen as 'practice-based research', can take form when creative works are considered both
the research and the object of research itself. It is the debatable body of thought which offers an
alternative to purely scientific methods in research in its search for knowledge and truth.

Historical research

The historical method comprises the techniques and guidelines by which historians use historical
sources and other evidence to research and then to write history. There are various history
guidelines that are commonly used by historians in their work, under the headings of external
criticism, internal criticism, and synthesis. This includes lower criticism and sensual criticism.
Though items may vary depending on the subject matter and researcher, the following concepts
are part of most formal historical research.

 Identification of origin date

 Evidence of localization
 Recognition of authorship
 Analysis of data
 Identification of integrity
 Attribution of credibility

1.3 Steps in conducting research

Research is often conducted using the hourglass model structure of research. The hourglass
model starts with a broad spectrum for research, focusing in on the required information through
the method of the project (like the neck of the hourglass), then expands the research in the form
of discussion and results. The major steps in conducting research are:

 Identification of research problem

 Literature review
 Specifying the purpose of research
 Determining specific research questions
 Specification of a conceptual framework, sometimes including a set of hypothesis.
 Choice of a methodology (for data collection)
 Data collection
 Verifying data
 Analyzing and interpreting the data
 Reporting and evaluating research
 Communicating the research findings and, possibly, recommendation

Most research begins with a general statement of the problem, or rather, the purpose for
engaging in the study. The literature review identifies flaws or holes in previous research which
provides justification for the study. Often, a literature review is conducted in a given subject area
before a research question is identified. A gap in the current literature, as identified by a
researcher, then engenders a research question. The research question may be parallel to the
hypothesis. The hypothesis is the supposition to be tested. The researcher(s) collects data to test
the hypothesis. The researcher(s) then analyzes and interprets the data via a variety of statistical
methods, engaging in what is known as empirical research. The results of the data analysis in
rejecting or failing to reject the null hypothesis are then reported and evaluated. At the end, the
researcher may discuss avenues for further research. However, some researchers advocate for the
reverse approach: starting with articulating findings and discussion of them, moving "up" to
identification of a research problem that emerges in the findings and literature review.

1.4Research methods

There are two major types of empirical research design: qualitative research and quantitative
research. Researchers choose qualitative or quantitative methods according to the nature of the
research topic they want to investigate and the research questions they aim to answer:

Qualitative research

This involves understanding human behavior and the reasons that govern such behavior, by
asking a broad question, collecting data in the form of words, images, video etc that is analyzed,
and searching for themes. This type of research aims to investigate a question without attempting
to quantifiably measure variables or look to potential relationships between variables. It is
viewed as more restrictive in testing hypotheses because it can be expensive and time-consuming
and typically limited to a single set of research subjects. Qualitative research is often used as a
method of exploratory research as a basis for later quantitative research hypotheses.Qualitative
research is linked with the philosophical and theoretical stance of social constructionism.

Quantitative research

This involves systematic empirical investigation of quantitative properties and phenomena and
their relationships, by asking a narrow question and collecting numerical data to analyze it
utilizing statistical methods. The quantitative research designs are experimental, correlational,
and survey (or descriptive). Statistics derived from quantitative research can be used to establish
the existence of associative or causal relationships between variables. Quantitative research is
linked with the philosophical and theoretical stance of positivism.

The quantitative data collection methods rely on random sampling and structured data collection
instruments that fit diverse experiences into predetermined response categories. These methods
produce results that are easy to summarize, compare, and generalizeQuantitative research is
concerned with testing hypotheses derived from theory or being able to estimate the size of a
phenomenon of interest.
Research Design

Research design is defined as a framework of methods and techniques chosen by a researcher to

combine various components of research in a reasonably logical manner so that the research
problem is efficiently handled. It provides insights about “how” to conduct research using a
particular methodology. Every researcher has a list of research questions which need to be
assessed – this can be done with research design.

The sketch of how research should be conducted can be prepared using research design. Hence,
the market Research study will be carried out on the basis of research design.

The design of a research topic is used to explain the type of research

(experimental, survey, correlational, semi-experimental, review) and also its sub-type
(experimental design, research problem, descriptive case-study). There are three main sections of
research design: Data collection, measurement, and analysis.

The type of research problem an organization is facing will determine the research design and
not vice-versa. Variables, designated tools to gather information, how will the tools be used to
collect and analyze data and other factors are decided in research design on the basis of a
research technique is decided.

Types of research design

A researcher must have a clear understanding of the various types of research design to select
which type of research design to implement for a study. Research design can be broadly
classified into quantitative and qualitative research design.

Qualitative Research Design:Qualitative research is implemented in cases where a relationship

between collected data and observation is established on the basis of mathematical calculations.
Theories related to a naturally existing phenomenon can be proved or disproved using
mathematical calculations. Researchers rely on qualitative research design where they are
expected to conclude “why” a particular theory exists along with “what” respondents have to say
about it.

Quantitative Research Design: Quantitative research is implemented in cases where it is

important for a researcher to have statistical conclusions to collect actionable insights. Numbers
provide a better perspective to make important business decisions. Quantitative research design
is important for the growth of any organization because any conclusion drawn on the basis of
numbers and analysis will only prove to be effective for the business.

Further, research design can be divided into five types –

 1. Descriptive Research Design: In a descriptive research design, a researcher is solely interested
in describing the situation or case under his/her research study. It is a theory-based research
design which is created by gather, analyze and presents collected data. By implementing an in-
depth research design such as this, a researcher can provide insights into the why and how of
research.

2. Experimental Research Design: Experimental research design is used to establish a

relationship between the cause and effect of a situation. It is a causal research design where the
effect caused by the independent variable on the dependent variable is observed. For example,
the effect of an independent variable such as price on a dependent variable such as customer
satisfaction or brand loyalty is monitored. It is a highly practical research design method as it
contributes towards solving a problem at hand. The independent variables are manipulated to
monitor the change it has on the dependent variable. It is often used in social sciences to observe
human behavior by analyzing two groups – affect of one group on the other.

3. Correlational Research Design: Correlational research is a non-experimental research design

technique which helps researchers to establish a relationship between two closely connected
variables. Two different groups are required to conduct this research design method. There is no
assumption while evaluating a relationship between two different variables and statistical
analysis techniques are used to calculate the relationship between them.

Correlation between two variables is concluded using a correlation coefficient, whose value
ranges between -1 and +1. If the correlation coefficient is towards +1, it indicates a positive
relationship between the variables and -1 indicates a negative relationship between the two
variables.

4. Diagnostic Research Design: In the diagnostic research design, a researcher is inclined

towards evaluating the root cause of a specific topic. Elements that contribute towards a
troublesome situation are evaluated in this research design method.

There are three parts of diagnostic research design:

 Inception of the issue

 Diagnosis of the issue
 Solution for the issue

5. Explanatory Research Design: In exploratory research design, the researcher’s ideas and
thoughts are key as it is primarily dependent on their personal inclination about a particular topic.
Explanation about unexplored aspects of a subject is provided along with details about what,
how and why related to the research questions.
Data collection
Data collection is the process of gathering and measuring information on targeted variables in an
established system, which then enables one to answer relevant questions and evaluate outcomes.
Data collection is a component of research in all fields of study including physical and social
sciences, humanities,[2] and business. While methods vary by discipline, the emphasis on
ensuring accurate and honest collection remains the same. The goal for all data collection is to
capture quality evidence that allows analysis to lead to the formulation of convincing and
credible answers to the questions that have been posed.
Data collection is the systematic approach to gathering and measuring information from a variety
of sources to get a complete and accurate picture of an area of interest. Data collection enables a
person or organization to answer relevant questions, evaluate outcomes and make
predictions about future probabilities and trends.

Sources of data collection

Normally we can gather data from two sources namely primary and secondary. Data gathered
through perception or questionnaire review in a characteristic setting are illustrations of data
obtained in an uncontrolled situation. Secondary data is the data acquired from optional sources
like magazines, books, documents, journals, reports, the web and more. The chart below
describes the flow of the sources of data collection.

Sources of data collection

Primary data
As the name suggests, are first-hand information collected by the surveyor. The data so collected are
pure and original and collected for a specific purpose. They have never undergone any statistical
treatment before. The collected data may be published as well. The Census is an example of primary
data.
Methods of primary data collection:

1. Personal investigation: The surveyor collects the data himself/herself. The data so collected is
reliable but is suited for small projects.
2. Collection Via Investigators: Trained investigators are employed to contact the respondents to
collect data.
3. Questionnaires: Questionnaires may be used to ask specific questions that suit the study and
get responses from the respondents. These questionnaires may be mailed as well.
4. Telephonic Investigation: The collection of data is done through asking questions over the
telephone.to give quick and accurate information.
Secondary data
Secondary data are opposite to primary data. They are collected and published already (by some
organization, for instance). They can be used as a source of data and used by surveyors to collect
data from and conduct the analysis. Secondary data are impure in the sense that they have
undergone statistical treatment at least once.

Methods of secondary data collection:

1. Official publications such as the Ministry of Finance, Statistical Departments of the

government, Federal Bureaus, Agricultural Statistical boards, etc. Semi-official sources
include State Bank, Boards of Economic Enquiry, etc.
2. Data published by Chambers of Commerce and trade associations and boards.
3. Articles in the newspaper, from journals and technical publications.

Sampling design
A sample design is the framework, or road map, that serves as the basis for the selection of a
survey sample and affects many other important aspects of a survey as well. In a broad context,
survey researchers are interested in obtaining some type of information through a survey for
some population, or universe, of interest. One must define a sampling frame that represents the
population of interest, from which a sample is to be drawn. The sampling frame may be identical
to the population, or it may be only part of it and is therefore subject to some undercoverage, or
it may have an indirect relationship to the population (e. g. the population is preschool children
and the frame is a listing of preschools). ...
Population/Universe
The population or universe represents the entire group of units which is the focus of the study.
Thus, the population could consist of all the persons in the country, or those in a particular
geographical location, or a special ethnic or economic group, depending on the purpose and
coverage of the study. A population could also consist on non-human units such as farms, houses
or business establishments.

Sampling unit

A sampling unit can refer to any single person, animal, plant, product or ‘thing’ being researched
In the context of market research, a sampling unit is an individual person.The term sampling unit
refers to a singular value within a sample database. For example, if you were conducting
research using a sample of university students, a single university student would be a sampling
unit.Another example of a sampling unit could be if you were conducting online research with 50
households, one household would be a singular sampling unit.Sampling units are taken from an
entire population, such as a country, customer database or region, and put into a smaller group to
form a research sample. This group of units is then used to research,

Sample size
Sample size is a count the of individual samples or observations in any statistical setting, such
as a scientific experiment or a public opinion survey. Though a relatively straightforward
concept, choice of sample size is a critical determination for a project. Too small a sample
yields unreliable results, while an overly large sample demands a good deal of time and
resources.

Sampling area
Area sampling is a method of sampling used when no complete frame of reference is available.
The total area under investigation is divided into small sub-areas which are sampled at random or
according to a restricted process (stratification of sampling). Each of the chosen sub-areas is then
fully inspected and enumerated, and may form the basis for further sampling if desired.
Sampling technique
A sampling technique is the name or other identification of the specific process by which the
entities of the sample have been selected.

There are lot of sampling techniques which are grouped into two categories as

 Probability Sampling

 Non- Probability Sampling

The difference lies between the above two is whether the sample selection is based on
randomization or not. With randomization, every element gets equal chance to be picked up and
to be part of sample for study.

Probability Sampling

This Sampling technique uses randomization to make sure that every element of the population
gets an equal chance to be part of the selected sample. It’s alternatively known as random
sampling.

Simple Random Sampling

Stratified sampling

Systematic sampling

Cluster Sampling

Multi stage Sampling

Non-Probability Sampling

It does not rely on randomization. This technique is more reliant on the researcher’s ability to
select elements for a sample. Outcome of sampling might be biased and makes difficult for all the
elements of population to be part of the sample equally. This type of sampling is also known as
non-random sampling.

Convenience Sampling

Purposive Sampling

Quota Sampling

Referral /Snowball Sampling