INTRODUCTION

Company Profile: -

Big Bazaar is a chain of hypermarket in India. As of June 2, 2012 there are 214 stores across 90 cities and towns in India covering around 16.5 million square feet of retail space. Big Bazaar is designed as an agglomeration of bazaars or Indian markets with clusters offering a wide range of merchandise including fashion and apparels, food products, general merchandise, furniture, electronics, books, fast food and leisure and entertainment sections. Big Bazaar is part of Future Group, which also owns the Central Hypermarket, Brand Factory, Pantaloons, eZONE, HomeTown, futurebazaar.com, KB's Fair Price to name a few and is owned through a wholly owned subsidiary of Pantaloon Retail India Limited(BSE: 523574 523574), that is listed on Indian stock exchanges.

Type: - Public Ltd. Industry: - Retailing Founded: - 2001 Headquarters: - Mumbai, Maharashtra, India Revenue: - 6,000 crore rupees in 2011 Employees: - 36,000 Parent Company: - Future Group Divisions: - 100

Customer Satisfaction: Satisfaction is overall psychological state that reflects the evaluation of a relationship with a customer/consumer and a company-environment-product-service. Satisfaction involves one of the three psychological elements: cognitive (thinking/evaluation), affective (emotion/feeling) and behavioral. Expectations are belief that a product/service will produce certain outcomes given certain anticipated levels of performance based on previous cognitive, affective and behavioral experiences. A major goal of any enterprise is to create a ratings system of customer satisfaction, goods and services. It is obvious that the company cannot change what is not measured. In order to get a clearer picture of the preferences of the major consumer groups, this stage should be based on extensive research, including a variety of interviews and surveys. It is necessary to know the key benefits, which determine customer satisfaction in the market segment, of the properties of certain goods and services. It is important to estimate the terms of these preferences from the viewpoint of the client. This article discusses the importance of customer satisfaction, and ways of assessing it.

Customer satisfaction is generally understood as the sense of satisfaction that a consumer feels when comparing his preliminary expectations with the actual quality of the acquired product. Thus, satisfaction is closely linked with the quality of the product (service). The quality of services is extremely difficult to assess, because services is are intangible and heterogeneous. It is not feasible to develop well-defined quality standards that will allow the manufacturer to exercise full control and reject "unsuitable" services before they are sold to the consumer. The direct involvement of consumers in the provision of services leads us to talk about quality not as the recruitment of certain objective characteristics corresponding to stated standards, but as quality conceived by the consumer. Quality = Customer satisfaction = Value/ Cost

This definition of quality implies a close relationship between the product or service and the consumers. In current market conditions, the consumer plays the role of arbiter, so failure will result if customer satisfaction is not taken into account.

OBJECTIVES

To identify and analyze the factors that influences the buyers to visit Big Bazaar. To understand the factors leading to customer satisfaction with respect to Big Bazaar. To critically examine the factors leading to customer satisfaction with respect to Big Bazaar and suggest recommendations, if necessary.

RESEARCH METHODOLOGY

The method of research would be deductive. The nature of data would be both primary and secondary. The data would be collected through the use of questionnaires. The secondary data would include information from books, websites, articles etc. The research technique used would be field study where information would be collected by the use of questionnaires on the topic.

CHAPTERIZATION

1. 2. 3. 4. 5. 6.

Executive Summary Objectives Research Methodology Customer Satisfaction in Retail Sector Big Bazaar Data Tabulation Analysis Conclusion Recommendations

Annexure Limitations (If any) Bibliography

BIBLIOGRAPHY

Books: 1. Kotler Philips, Marketing Management, 11th Edition, Prentice Hall of India, 2002; 2. C.R. Kothari, Research Methodology: Methods and Techniques, 2nd revised Edition, New Age International Publishers, 2008 3. Derek R. Allen, Customer Satisfaction Research Management, ASQ Quality Press, 2004

Articles: -

1. Olga V. Krivobokova, Evaluating Customer satisfaction as an Aspect of Quality Management, 2009

Websites: -

1. en.wikipedia.org/wiki/Big_Bazaar 2. http://www.learnmarketing.net 3. http://www.scribd.com/doc/21349941/Big-Bazaar-Project 4. http://www.qualtrics.com/university/researcsuite/survey-types/marketsurvey/customer-satisfaction-theory