Customer Satisfaction Towards Electronic Bazaar of Big Bazaar

A STUDY ON CUSTOMER SATISFACTION TOWARDS ELECTRONIC BAZAAR
KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 1

Executive Summary



Introduction:

Customer satisfaction: a term frequently used in marketing, is a measure of how products
and services supplied by a company meet or surpass customer expectation. Customer
satisfaction is defined as "the number of customers, or percentage of total customers, whose
reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals."Big bazaar is one of the renowned retail company in India. It is famous for
its low price products. Its punch line itself says Isse sasta aur accha kahin nahi it has its
branches all over India. Koramangala Big bazaar is one of the oldest Big bazaar store and it is
the first store to be opened in Bangalore. The main intention of this project is to know the
satisfaction level of customers towards electronic bazaar which is present in Koramangala big
bazaar.

Project report title:

A study on customer satisfaction towards electronic bazaar at big bazaar koramangala

Need for the project:

The need for this project is that there are a lot of competitors in the market and most of the
electronics stores are located near by the Koramangala region. Most of the stores are giving
tough competition and sales are coming down. So to know the customer satisfaction towards
the electronic bazaar and to know the customer expectations on the electronic bazaar a survey
is conducted and the results are interpreted. The project helps me to apply my marketing
theoretical knowledge in the practical market and it also helps me to understand the consumer
behaviour towards electronic bazaar.



Scope of the study:

This project is undertaking in the Big Bazaar consumer customer group, which is the
popular hypermarket in India. The scope of the study was undertaken in city Bangalore
(Koramangala). This study also aims towards knowing the consumers satisfaction towards
electronic Bazaar of big bazaar. The Questionnaire is filled by the customers who come
inside the store for shopping.

OBJECTIVE:

Primary objective:

To identify the overall satisfaction of customers about electronic
Bazaar for koramangala branch

Secondary objectives:

1) To identify the performance of electronic bazaar.

2) To understand the quality of services maintained in the store.

3) To determine the performance of sales persons and promoters in the electronic
bazaar.

4) To understand the availability of different brands in the electronic bazaar

5) To understand the effectiveness of offers in electronic bazaar.



FINDINGS:

Store performing well in attracting the customers.

Big bazaar provides better shopping experience.

Availability of brands in electronic bazaar is not up to the mark and most of the
customers are not satisfied with the brand availability in electronic bazaar.

Discounts and offers doing well in the store.

In offer days the store management is good.

Home delivery service is going fine but most of the customers are not using the
service.

Product display and signage is good.

Quality in products is not up to the mark.

Location of electronic bazaar is outstanding and needs some more space for product
display.

Cleanliness and hygiene maintained in the store is up to the mark.

The promoters and sales persons are well trained and are doing good sales.

The overall satisfaction of customers towards electronic bazaar is good.



RECOMMENDATIONS:

Create awareness & manage home delivery services properly.

There should be proper assortment of various product categories.

Proper signage should be there so that customer can locate the products easily.

Cleanliness and hygiene should be maintained regularly.

Proper training should be provided to sales person so that they can deal with the
customers more efficiently.

Various schemes and offers can be provided to them and attract new customers.

More numbers of brands should be kept in the electronic bazaar so that customers get
more options for selecting the product.

Quality of the products should be increased i.e.( proper storage of stocks so that no
single product gets damaged).

More space should be allocated for electronic bazaar (the space allocated is very
congested).



Conclusion:

We would conclude the project stating that the customer of Bangalore are satisfied with
offers, and they still needs good offers in future days. And the big bazaar has doing good in
terms of understanding customer expectation and providing them good offers and products in
terms of fulfilling their expectation. During the project I would come to know about differs
offers of big bazaar, what a normal consumer will think before entering into big bazaar. And
the different types of factors which influence customers to visit big bazaar. And what are the
factors which we need focus for increase consumer walk-in big bazaar Bangalore.



INTRODUCTION TO
TOPIC



Projects Details
I considered the Big-Bazaar Koramangala Bangalore for studying the consumer expectation,
and what are the factors that influence the consumer to walk-in, in Big Bazaar.
Consumers now want the cheapest, biggest and the quickest products/services from their
retailers. They are moving towards the eastern model, the changing behavior of the Indian
customers.
The project involves three main aspects namely industry profile, company profile and
analysis part. In industry profile about the retail sector, in company profile history of the
organization, achievements; about different schemes a detailed study has been made. In the
analysis part management problem, research problem, objectives and data collection method,
sampling design, sampling size, sampling method and mainly I have analyzed the collected
primary data using EXCEL, the primary data have been collected through questionnaires.
Finally findings, recommendations, limitations and conclusion are derived.
Customer satisfaction: a term frequently used in marketing, is a measure of how products
and services supplied by a company meet or surpass customer expectation. Customer
satisfaction is defined as "the number of customers, or percentage of total customers, whose
reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses.
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy.
Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability. These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective.


Therefore, it is essential for businesses to effectively manage customer satisfaction. To be
able do this, firms need reliable and representative measures of satisfaction.
In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and
will likely rate their experience as less than satisfying.
The importance of customer satisfaction diminishes when a firm has increased bargaining
power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an
industry that is anoligopoly, where only a few suppliers of a certain product or service exist.
As such, many cell phone plan contracts have a lot of fine print with provisions that they
would never get away if there were, say, a hundred cell phone plan providers, because
customer satisfaction would be way too low, and customers would easily have the option of
leaving for a better contract offer.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.

PURPOSE:
Customer satisfaction provides a leading indicator of consumer purchase intentions and
loyalty. Customer satisfaction data are among the most frequently collected indicators of
market perceptions. Their principal use is twofold.
1. Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the companys goods and services.
2. Although sales or market share can indicate how well a firm is performing currently,
satisfaction is an indicator of how likely it is that the firms customers will make
further purchases in the future. Much research has focused on the relationship
between customer satisfaction and retention. Studies indicate that the ramifications of
satisfaction are most strongly realized at the extremes. On a five-point scale,
individuals who rate their satisfaction level as 5 are likely to become return
customers and might even evangelize for the firm. (A second important metric related
to satisfaction is willingness to recommend. This metric is defined as "The


percentage of surveyed customers who indicate that they would recommend a brand
to friends." When a customer is satisfied with a product, he or she might recommend
it to friends, relatives and colleagues. This can be a powerful marketing advantage.)
Individuals who rate their satisfaction level as 1, by contrast, are unlikely to return.
Further, they can hurt the firm by making negative comments about it to prospective
customers. Willingness to recommend is a key metric relating to customer
satisfaction.



COMPANY PROFILE



Company profile
Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail
formats in both the value and lifestyle segment of the Indian consumer market.
Headquartered in Mumbai (Bombay), the company operates over 10 million square feet of
retail space, has over 1000 stores across 61 cities in India and employs over 30,000 people.
The companys leading formats include Pantaloons, a chain of fashion outlets, 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 like choice, convenience and quality
and Central, a chain of seamless destination malls. Some of its other formats include, Depot,
Shoe Factory, Brand Factory, Blue Sky, Fashion Station, aLL, Top 10, mBazaar and Star and
Sitara. The company also operates an online portal, futurebazaar.com. A subsidiary company,
Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions
store, Collections, 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 Market Retailer of the Year 2007
at the World Retail Congress held in Barcelona.
Pantaloon Retail is the flagship company of Future Group, a business group catering to the
entire Indian consumption space. Pantaloon is not just an organization - it is an institution, a
centre of learning & development. We believe that knowledge is the only weapon at our
disposal and our quest for it is focused, systematic and unwavering.
At Pantaloon, we take pride in challenging conventions and thinking out of the box, in
travelling on the road less traveled. Our corporate doctrine Rewrite Rules, Retain Values is
derived from this spirit.
Over the years, the company has accelerated growth through its ability to lead change.
A number of its pioneering concepts have now emerged as industry standards. For instance,
the company integrated backwards into garment manufacturing even as it expanded its retail
presence at the front end, well before any other Indian retail company attempted this. It was
the first to introduce the concept of the retail departmental store for the entire family through
Pantaloons in 1997. The company was the first to launch a hypermarket in India with Big
Bazaar, a large discount store that it commissioned in Kolkata in October 2001. And the
company introduced the country to the Food Bazaar, a unique 'bazaar' within a hypermarket,


which was launched in July 2002 in Mumbai. Embracing our leadership value, the company
launched aLL in July 2005 in Mumbai, making us the first retailer in India to open a fashion
store for plus size men and women.
Today we are the fastest growing retail company in India. The number of stores is going to
increase many folds year on year along with the new formats coming up. The way we work is
distinctly "Pantaloon". Our courage to dream and to turn our dreams into reality that change
peoples lives, is our biggest advantage. Pantaloon is an invitation to join a place where there
are no boundaries to what you can achieve. It means never having to stop asking questions;
It means never having to stop raising the bar. It is an opportunity to take risks, and it is this
passion that makes our dreams a reality. Come enter a world where we promise you good
days and bad days, but never a dull moment!

Future Group
Future Group is one of the countrys leading business groups present in retail, asset
management, consumer finance, insurance, retail media, retail spaces and logistics. The
groups flagship company, Pantaloon Retail (India) Limited operates over 10 million square
feet of retail space, has over 1,000 stores and employs over 30,000 people. Future Group is
present in 61 cities and 65 rural locations in India. Some of its leading retail formats include,
Pantaloons,Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and
online retail format, futurebazaar.com.
Future Group companies includes, Future Capital Holdings, Future Generali India Indus
League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling
Co. Future Capital Holdings, the groups financial arm, focuses on asset management and
consumer credit. It manages assets worth over $1 billion that are being invested in developing
retail real estate and consumer-related brands and hotels.
The groups joint venture partners include Italian insurance major, Generali, French retailer
ETAM group, US-based stationary products retailer, Staples Inc and UK-based Lee Cooper
and India-based Talwalkars, Blue Foods and Liberty Shoes. Future Groups vision is to,
deliver Everything, Everywhere, Every time to Every Indian Consumer in the most
profitable manner.
The group considers Indian-ness as a core value and its corporate credo is- Rewrite
rules,Retain values.



Our culture

At Pantaloon, Empowerment is what you acquire and Freedom at Work is what you get. We
believe our most valuable assets are our People. Young in spirit, adventurous in action, with
an average age of 27 years, our skilled & qualified professionals work in an environment
where change is the only constant.
Powered by the desire to create path-breaking practices and held together by values, work in
this people intensive industry is driven by softer issues. In our world, making a difference to
Customers lives is a Passion and performance is the key that makes it possible. Out of the
Box thinking has become a way of life at Pantaloon and living with the change, a habit.
Leadership is a value that is followed by one and all at Pantaloon. Leadership is the quality
that motivates us to never stop learning, stretching to reach the next challenge, knowing that
we will be rewarded along the way. In the quest of creating an Indian model of retailing,
Pantaloon has taken initiatives to launch many retail formats that have come headed for serve
as a benchmark in the industry. Believing in leadership has given us the optimism to change
and be successful at it. We do not predict the future, but create it. At Pantaloon you will get
an opportunity to handle multiple responsibilities, and therein, the grooming to play a larger
role in the future. Work is a unique mix of preserving our core Indian values and yet
providing customers with a service, on par with international standards.
At Pantaloon you will work with some of the brightest people from different spheres of
industry. We believe its a place where you can live your dreams and pursue a career that
reflects your skills and passions.

New discoveries in retail

In the financial year 2006-07, the companys retail businesses discovered new categories
across formats, new sets of consumers and fresher and contemporary merchandise. We have
been able to offer more in the established businesses and gain favourable acceptance with
new concepts. In addition, concerted expansion plans saw retail space increase to over 5.2
million square feet at the end of 2006-07. This expansion mode was characterized by a two
pronged approach. By dominating the cities the company was already present in and by
bringing the benefits of modern retail to towns and cities like Mangalore, Palakkad, Surat,


Indore, Kanpur, Haldia, Agra,Coimbatore, Jaipur and Panipat. The company has also
undertaken significant private label initiatives in food, in general merchandise and in the
consumer durables and electronics categories. Strategic alliances have also been forged with
established domestic and international brands. However, the most significant development
was the internal realignment the company undertook within each of its retail businesses. To
embark on a more detailed approach towards value creation and increasing efficiency, the
company reviewed its business operations and adopted a more focused approach by creating
an integrated support unit or Line of Business.
Augmenting the retail front-end team, Line of Business (LoB) units have been
created in the three most critical businesses food, fashion and general merchandise. Formed
during the second half of 2006-07 these business units focus on introducing optimum
operational efficiencies. Thus, these units ensure that back - end measures are appropriately
taken care of and the right kind of merchandise reaches the stores in the best possible time, at
the right price. These teams focus on product consolidation and suitability, margin
improvement, and vendor
rationalization, thereby ensuring that the sourcing benefits are made available to the front
end team. The companys efforts over the next couple of years would entail a combination of
expansion and process upgradation and implementation.
The emphasis will be on the next discoveries to be made in the retail space that will lead to
expansion. At the same time, there will be an increased focus on micro detailing aspects
including process, product and operational efficiencies thereby contributing positively to the
companys bottom-line.

discovering fresh fashion:

It was the first Pantaloons store in Kolkata that set off a chain of discoveries that have led us
to where we are today. Ten years later, we have launched our largest Pantaloons store in
Kankurgachi in Kolkata. Spread across 85,000 square feet, the store is the first among a series
of large format stores that will be launched across the nation. After consolidating its Fresh
Fashion positioning, Pantaloons embarked on a major expansion during the year 2006-07. In
8 cities,11 Pantaloons stores were opened with 7 of them opening in the single month of
March 2007. The total count of Pantaloons stores as on 30th June 2007 stood at 31 with the
total area under retail


close to 1 million square feet. In order to maintain the top of the mind association with
fashion in India, Pantaloons continued to be the title sponsor for the Femina Miss India 2007
pageant. In addition, Bipasha Basu and Zayed Khan were roped in as brand ambassadors in
the month of August 2006. The success of this initiative was evident in the increased sales for
the Haldi Gulal range as well as the Svayam Utsav summer collection that were endorsed
by Bipasha and Zayed. The private label apparel share during the year was in excess of 70
percent. The year also witnessed categories like Winter-wear and Ethnic Ladies-wear
strengthening their presence in the stores. The increasing success of the store brand is evident
from the fact that the stores loyalty programme, Green Card, added 200,000 new members.
Pantaloons will see a significant expansion during the coming year with an increase of nearly
0.50 million square feet of retail space and an addition of about 15 stores. Pantaloons will
look at dominating cities where it has a first entrant advantage and will scale up sizeably with
larger stores, additional categories and retail formats. The year 2007-08 will witness
considerable focus in the North and East regions. Delhi and the NCR area along with Punjab,
Chandigarh and Ludhiana will see the next stage of expansion. Cities like Ranchi, Guwahati
and Siliguri in the East will also discover Fresh Fashion.

discovering more value

In 2006-2007, more Indians discovered the value of shopping in Big Bazaar. And with the
launch of each store, we discovered more value in terms of operational efficiency. Big
Baazaar launched 27 new stores in 22 cities, covering over 1.40 million square feet. As of
June 2007, there were 56 Big Bazaar stores across 43 cities. While Big Bazaar continued to
expand in the large cities, it also tapped consumption potential in smaller cities like Agra,
Allahabad,Coimbatore, Surat, Panipat, Palakkad, Kanpur and kolhapur.
The year under review also witnessed realigning of business teams with shared
experience in category management, sourcing, front-end operations and business planning. In
addition, separate teams have been formed to look into all aspects of new store launches and
to manage mature stores. This provides more flexibility and focus in expansion plans.The
increase in SKUs in existing categories and the introduction of new categories encouraged
the opening of larger stores or Super Centres, measuring 100,000 square feet or more. There
are now 5 Big Bazaar Super Centres. Considering this scale of expansion, technology plays a
significant facilitating role. The introduction of SAP in 2005-06 and its rollout during the


year, positively impacted the business.Big Bazaar has initiated the process of Auto
Replenishments Systems, thus improving operational efficiencies and productivity. The
company has also rationalized nearly 250 vendors through better vendor management in
terms of potential to expand, and for inclusion and upgradation to the online B2B platform.
The company plans to open over 60 stores across India
in FY 2008, and the opening of the 100th Big Bazaar store will mark the fastestever
expansion by a hypermarket format.

discovering the new consumer

Based on the companys in-house consumer data and research, and in cognizance with
observations on customer movements and the shopping convenience factor, Food Bazaar has
initiated certain refurbishments and layout design across all stores. The intention is to
continuously change with the times and demands of the evolving Indian consumer .Food
Bazaar also witnessed healthy expansion during the year 2006-07, making its presence felt in
nearly 26 cities and adding 40 stores during the year under review. The total count of Food
Bazaars as on 30th June 2007 stood at 86 stores. The year under review witnessed the
companys private label programme gaining significant traction. The brands have been very
competitive vis-vis the established brands in quality and price terms, and have in fact scored
better than
national or international players in certain categories. The share of private labels as a
percentage of total Food Bazaar revenues has increased significantly and comprises nearly 50
merchandise categories. While Fresh & Pure brand entered categories like cheese slices,
frozen peas, honey, packaged drinking water and packaged tea, the Tasty Treat brand
received a very favourable response in
new categories like namkeens and wafers. In the home care category, Caremate launched
aluminium foil and baby diapers while Cleanmate launched detergent bars and scrubbers.A
new format BB Wholesale Club was launched and 4 such stores have been opened so far.
To be managed by Food Bazaar from the ensuing financial year, this format sells only
multipacks and bulk packs of a select range of fast moving categories and caters to price
sensitive customers and smaller retailers.
The company has also forged tie-ups with established companies like ITC, Adanis, DCM
Group,USAID and other farm groups in Maharashtra and Madhya Pradesh to source directly


from them.These alliances are expected to drive efficiencies as well as bring better products
to consumers.By the end of FY 07-08, the total number of Food Bazaar stores is expected to
be 200.

Future ideas

Discovering new opportunities
Future Ideas is the Innovation, Design & Incubation cell within Pantaloon Retail that stems
from the core proposition - Protecting and preserving the soul of a small business or
enterprise within a large organisation. Future Ideas deals with the whole aspect of idea
creation, scenario planning activities, alternate approaches to an issue, providing varied
outcomes and solutions to a problem and handholding the activity till its success parameters
are satisfied.
A unique initiative in corporate India, Future Ideas rests on a tripod that can
be classified as Innovation driven, Design Management approach and an Incubation chamber,
each with its own uniqueness, yet with common objectives. The Design Management team
looks at each observation made by the Innovation team, and brainstorms by using a
collaborative and holistic approach. The resultant ideas are then nurtured within the
Incubation cell. The Incubation team comprises of business teams, mentored by the
Innovation and Design teams.They are people who are released from their original businesses
or concepts and made part of the
entire ideation process at Future Ideas. They remain at Future Ideas till project completion
stage when the success parameters for running the business are met.
Future Ideas draws inspiration for most of its activities and projects, keeping in mind the new
genre of aspirational Indians. At any point of time Future Ideas would work on about 20
varied projects within the Future Group. Some of the formats that are now being incubated by
this team include Top10, Depot, Star & Sitara and Talwalkars Fit & Active. The team is also
working on ideas around small format nofrills stores, rural retailing, fashion for the masses
and on projects involving women and self-help groups.



Discovering new segments

Depot, in many cities, is the first modern retailer in books and music and the
response has been overwhelming. The core differentiators of Depot are its young, colorful
and vibrant stores, strong regional range, affordability and a private label publishing program
Depot Exclusives. In its first year of operation, Depot has launched 6 stand-alone stores and
50 cut-ins. Along with its expansion in major cities, Depot debuted in smaller towns like
Rajkot, Vadodara,Haldia, Thrissur, Palakkad and Tiruvanantharam.The Depot Exclusives
(released solely inDepot) catalogue expanded rapidly with over 100 titles across genres like
childrens books, cookery, regional literature etc. Reputed authors/ imprints like Nita Mehta
and Sanjeev Kapoor in cookery, Disney in childrens books etc., have been
associated with the company. Depot has also tied-up with the UK based publisher of
childrens books, Small World, to co-publish a series of toddlers interactive books. In FY
2007-08, the total Depot footprint should cross over 100 stores.
The Health, Beauty & Wellness business opened 35 new outlets in the beauty products,
services
and holistic health care formats Multiple formats operate in this segment, including Tulsi, the
pharmacy chain and Star & Sitara, the beauty products cut-ins and Star & Sitara Salons. The
largest format, Beauty Free offers unique combination of products, services and holistic
health
offerings. To capture the increasing consumption spend on wellness and preventive health
care, the joint venture between Pantaloon Retail (I) Limited and Talwalkar Better Value
Fitness opened its first Talwalkars Fit & Active health centre at Orchid City Centre,
Mumbai in April 2007. Spread over 5,200 square feet, it is the countrys first health centre to
offer health, fitness and gym services within a modern retail and consumption environment.
The venture is also looking at innovative value added offerings in the fitness space as well as
developing a Spa model for the Fit & Active brand across the country, by increasing its
presence to nearly 50 such centers in the near future.



Pantaloon Retail (India) Limited, is Indias leading
retailer that operates multiple retail formats in both
the value and lifestyle segment of the Indian
consumer market. Headquartered in Mumbai
(Bombay), the company operates over 16 million
square feet of retail space, has over 1000 stores across
73 cities in India and employs over 30,000 people.

The companys leading formats include Pantaloons, a chain of fashion outlets, 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 like choice, convenience and quality
and Central, a chain of seamless destination malls. Some of its other formats include Brand
Factory, Blue Sky, aLL, Top 10 and Star and Sitara. The company also operates an online
portal,futurebazaar.com.

Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India)
Limited. This entity has been created keeping in mind the growth and the current size of the
companys value retail business, led by its format divisions, Big Bazaar and Food Bazaar.

The company operates 148 Big Bazaar stores, 169 Food Bazaar stores, among other
formats, in over 70 cities across the country, covering an operational retail space of over 6
million square feet. As a focussed entity driving the growth of the group's value retail
business, Future Value Retail Limited will continue to deliver more value to its customers,
supply partners, stakeholders and communities across the country and shape the growth of
modern retail in India.

A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a
large-format home solutions store, Collection i, selling home furniture products and eZone
focused on catering to the consumer electronics segment.

Pantaloon Retail is the flagship company of Future Group, a business group catering to the
entire Indian consumption space



Future Group
Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias
leading business houses with multiple businesses spanning across the consumption space.
While retail forms the core business activity of Future Group, group subsidiaries are present
in consumer finance, capital, insurance, leisure and entertainment, brand development, retail
real estate development, retail media and logistics.

Led by its flagship enterprise, Pantaloon Retail, the group operates over 16 million square
feet of retail space in 73 cities and towns and 65 rural locations across India. Headquartered
in Mumbai (Bombay), Pantaloon Retail employs around 30,000 people and is listed on the
Indian stock exchanges. The company follows a multi-format retail strategy that captures
almost the entire consumption basket of Indian customers. In the lifestyle segment, the group
operates Pantaloons, a fashion retail chain and Central, a chain of seamless malls. In the value
segment, its marquee brand, Big Bazaar is a hypermarket format that combines the look,
touch and feel of Indian bazaars with the choice and convenience of modern retail.

The groups specialty retail formats include supermarket chain - Food Bazaar, sportswear
retailer - Planet Sports, electronics retailer - eZone, home improvement chain -Home Town
and rural retail chain - Aadhaar, among others. It also operates popular shopping portal -
www.futurebazaar.com.

Future Group believes in developing strong insights on Indian consumers and building
businesses based on Indian ideas, as espoused in the groups core value of Indianness. The
groups corporate credo is, Rewrite rules, Retain values.



Future Group Manifesto
Future the word which signifies optimism, growth, achievement, strength, beauty,
rewards and perfection. Future encourages us to explore areas yet unexplored, write rules yet
unwritten; create new opportunities and new successes. To strive for a glorious future brings
to us our strength, our ability to learn, unlearn and re-learn our ability to evolve.
We, in Future Group, will not wait for the Future to unfold itself but create future scenarios in
the consumer space and facilitate consumption because consumption is development.
Thereby, we will effect socio-economic development for our customers, employees,
shareholders, associates and partners.
Our customers will not just get what they need, but also get them where, how and when they
need.
We will not just post satisfactory results, we will write success stories.
We will not just operate efficiently in the Indian economy, we will evolve it.
We will not just spot trends, we will set trends by marrying our understanding of the Indian
consumer to their needs of tomorrow.

It is this understanding that has helped us succeed. And it is this that will help us succeed in
the Future. We shall keep relearning. And in this process, do just one thing.Rewrite Rules.
Retain Values.
Group Vision
Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer
in the most profitable manner.

Group Mission
We share the vision and belief that our customers and stakeholders shall be served only by
creating and executing future scenarios in the consumption space leading to economic
development.


We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments for classes and for masses.
We shall infuse Indian brands with confidence and renewed ambition.
We shall be efficient, cost- conscious and committed to quality in whatever we do.
We shall ensure that our positive attitude, sincerity, humility and united determination shall
be the driving force to make us successful.

Core Values
Indianness: confidence in ourselves.
Leadership: to be a leader, both in thought and business.
Respect & Humility: to respect every individual and be humble in our
conduct.
Introspection: leading to purposeful thinking.
Openness: to be open and receptive to new ideas, knowledge and information.
Valuing and Nurturing Relationships: to build long term relationships.
Simplicity & Positivity: Simplicity and positivity in our thought, business and
action.
Adaptability: to be flexible and adaptable, to meet challenges.
Flow: to respect and understand the universal laws of nature.



Major Milestones
1987: Company incorporated as Manz Wear Private Limited. Launch of
Pantaloons trouser, Indias first formal trouser brand.

1991: Launch of BARE, the Indian jeans brand.

1992: Initial public offer (IPO) was made in the month of May.

1994: The Pantaloon Shoppe exclusive menswear store in franchisee
format launched across the nation. The company starts the distribution of
branded garments through multi-brand retail outlets across the nation.

1995: John Miller Formal shirt brand launched.

1997: Company enters modern retail with the launch of the first 8000 square
feet store, Pantaloons in Kolkata.

2001: Three Big Bazaar stores launched within a span of 22 days in Kolkata,
Bangalore and Hyderabad.

2002: Food Bazaar, the supermarket chain is launched.

2004: Central - Indias first seamless mall is launched in Bangalore.

2005: Group moves beyond retail, acquires stakes in Galaxy Entertainment,
Indus League Clothing and Planet Retail. Sets up Indias first real estate
investment fund Kshitij to build a chain of shopping malls.

2006: Future Capital Holdings, the companys financial is formed to manage
over $1.5 billion in real estate, private equity and retail infrastructure funds.
Plans forays into retailing of consumer finance products.


Home Town, a home building and improvement products retail chain is
launched along with consumer durables format, Ezone and furniture chain,
Furniture Bazaar.
Future Group enters into joint venture agreements to launch insurance
products with Italian insurance major, Generali.
Forms joint ventures with US office stationery retailer, Staples.

2007: Future Group crosses $1 billion turnover mark.
Specialized companies in retail media, logistics, IPR and brand development
and retail-led technology services become operational.
Pantaloon Retail wins the International Retailer of the Year at US-based
National Retail Federation convention in New York and Emerging Retailer of
the Year award at the World Retail Congress held in Barcelona.
Futurebazaar.com becomes Indias most popular shopping portal.

2008: Future Capital Holdings becomes the second group company to make a
successful Initial Public Offering in the Indian capital markets.
Big Bazaar crosses the 100-store mark, marking one of the fastest ever
expansion of a hypermarket format anywhere in the world.
Total operational retail space crosses 10 million square feet mark.
Future Group acquires rural retail chain, Aadhar present in 65 rural locations



AFFILIATED COMPANIES

Home Solutions Retail (India) Limited
Home Solutions Retail (India) Limited (HSRIL) offers complete retailing solutions for all
products and services related to home building and home improvement. The key product
categories are Consumer Durable & Electronics (CDE), Furniture, Home furnishing & decor,
Home improvement and Home services. HSRIL operates retail format Collection-i, Furniture
Bazaar, Electronics Bazaar, Home Town and e-zone.
Future Brands Limited
Future Brands Limited (FBL) has been incorporated on November, 2006 and is involved in
the business of creating, developing, managing, acquiring and dealing in consumer-related
brands and IPRs (Intellectual Property Rights).

Future Media (India) Limited
Future Media (India) Limited (FMIL) was incorporated as the Groups media venture, aimed
at creation of media properties in the ambience of consumption and thus offers active
engagement to brands and consumers. FMIL offers relevant engagement through its media
properties like Visual Spaces, Print, Radio, Television and Activation.

Future Supply Chain Solutions Limited
Future Supply Chain Solutions Limited (FSCS) has been incorporated as a separate entity and
is involved in the business of providing logistics, transportation and warehousing services for
all group companies and third-parties.



Future Axiom Telecom Limited
Future Axiom Telecom Limited is a Joint Venture with Axiom Telecom LLC, UAE. The
Company has a 50% stake in Future Axiom Telecom Limited (FATL) which is a joint
venture Company with Axiom Telecom LLC, UAE. The Company would be engaged in
sourcing and wholesale distribution of mobile handsets, accessories and in setting up service
centres for mobile handsets in India.

Pantaloon Food Product (India) Limited
Pantaloon Food Product (India) Limited (PFPIL) was incorporated with the object of
sourcing and backward integration of food business of the Company. PFPIL has sourcing and
distribution bases at all key cities across the country.

Future Knowledge Services Limited
Future Knowledge Services Limited (FKSL) was incorporated on January, 2007 and is
engaged in the business of business process outsourcing and knowledge process outsourcing.

Future Capital Holdings Limited
Future Capital Holdings Limited (FCH) was formed to manage the financial services business
of Pantaloon Retail (India) Limited and other group entities. FCH is one of the fastest
growing financial services company in India, with presence in Asset Advisory, Retail
Financial Services and Proprietary Research. The company operates a consumer finance retail
format, Future Money and manages assets worth over US$ 1 Billion through Indivision,
Kshitij, Horizon and Future Hospitality Funds. FCH subsidiary companies include Kshitij
Investment Advisory Company Ltd., Ambit Investment Advisory Company Ltd., and
Indivision Investment Advisors Ltd.



Future Generali India Insurance Company Limited
Future Generali India Insurance Company Limited (FGIICL) was incorporated on October
30, 2006 to undertake and carry on the business of general insurance. The approval for
carrying on General Insurance Business has been received from the Insurance Regulatory and
Development Authority of India (IRDA) on September 4, 2007.

Future Generali India Life Insurance Company Limited
Future Generali India Life Insurance Company Limited (FGILICL) was incorporated on
October 30, 2006 to establish and conduct the business of life insurance in India, which
comprises of whole life insurance, endowment insurance, double benefit and multiple
benefits insurance etc. The approval for carrying on Life Insurance Business has been
received from the IRDA in September, 2007.

Futurebazaar India Limited
Futurebazaar India Limited (FBIL) is set up as the e-Retailing arm of the Future Group for
providing on-line shopping experience. Futurebazaar.com was launched on January 2, 2007,
and has emerged as one of the most popular online shopping portals in India. It was awarded
with the Best Indian Website award, in the shopping category, by the PC World Indian
Website Awards.

Staples Future Office Products Private Limited
Staples Future Office Products Private Limited (SFOPPL) was incorporated on January, 2007
and is involved in the business of dealing in all kinds of office supplies, office equipments
and products. SFOPPL is a joint venture between the Company and Staples Asia Investment
Limited (a subsidiary of Staples Inc USA). The companys first retail outlet opened in
Bangalore in December, 2007



AWARDS & RECOGNITION.
CNBC Awaaz Consumer Awards
Images Fashion Forum 2009
Coca-Cola Golden Spoon Awards 2009
Indian Retail Forum Awards 2008
The INDIASTAR Award 2008
Coca-Cola Golden Spoon Awards 2008
The Reid & Taylor Awards for Retail Excellence 2008
World Retail Congress Awards
Hewitt Best Employers 2007
PC World Indian Website Awards
Readers Digest Trusted Brands Platinum Awards
Retail Asia Pacific Top 500 Awards
Asiamoney Awards
Ernst & Young Entrepreneur of the Year Award
CNBC Indian Business Leaders Awards
The First Generation Entrepreneur of the Year Kishore Biyani
Images Retail Awards
CNBC Awaaz Consumer Awards
Reid & Taylor and DLF Awards
Indian Express Award



ORGANISATION STRUCTURE

CEO

MANAGING
DIRECTOR

BRANCH
MANAGER

MARKETING
MANAGER

SALES
MANAGER

FINANCE
MANAGER

ACCOUNTS
EXECUTIVE

LOGISTICS
MANAGER

HR MANAGER

HR
EXECUTIVE

MARKETING
EXECUTIVE

LOGISTICS
EXECUTIVE

SALES
EXECUTIVE

SUPPORT
STAFF

SUPPORT
STAFF

SUPPORT
STAFF

SUPPORT
STAFF

SUPPORT
STAFF


BOARD OF DIRECTORS
Mr. Kishore Biyani, Managing Director
Kishore Biyani is the Managing Director of Pantaloon Retail (India)
Limited and the Group Chief Executive Officer of Future Group. He has
led Pantaloon Retails emergence as the Indias leading retailer operating
multiple retail formats that now cater to almost the consumption basket
of a large section of Indian consumers.
Kishore Biyani led the companys foray into organised retail with the opening up of the
Pantaloons family store in 1997. This was followed in 2001 with the launch of Big Bazaar, a
uniquely Indian hypermarket format that democratized shopping in India. It blends the look,
touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and
quality. This was followed by a number of other formats including Food Bazaar, Central and
Home Town.
The year, 2006 marked the evolution of Future Group, that brought together the multiple
initiatives taken by group companies in the areas of Retail, Brands, Space, Capital, Logistics
and Media.
Kishore Biyani advocates Indianness as the core value driving the group. The groups
corporate credo is Rewrite Rules, Retain Values.
Kishore Biyani was awarded the Ernst & Young Entrepreneur of the Year 2006 in the
Services Sector and the Lakshmipat Singhania - IIM Lucknow Young Business Leader
Award by Prime Minister, Dr. Manmohan Singh in 2006. He was also awarded the CNBC
First Generation Entrepreneur of the Year 2006.

Kishore Biyani was born in August, 1961 and is married to Sangita and they have two
daughters. He recently authored a book, It Happened In India that captures his
entrepreneurial journey and the growth of modern retailing in India.



Mr. Gopikishan Biyani, Director

Mr. Rakesh Biyani, Wholetime Director

Mr. Vijay Biyani, Wholetime Director

Mr. Kailash Bhatia, Wholetime Director

Mr. Vijay Kumar Chopra, Independent Director

Mr. Shailesh Haribhakti, Independent Director

Mr. S Doreswamy, Independent Director

Dr. D O Koshy, Independent Director

Ms. Bala Deshpande, Independent Director

Mr. Anil Harish, Independent Director



REGISTERED OFFICE & CORPORATE OFFICE:
Knowledge House, Shyam Nagar
Off Jogeshwari Vikhroli Link Road
Jogeshwari (East)
Mumbai 400 060
Tel no. : +91 22 6644 2200
Fax no. : +91 22 6644 2201



ABOUT ELECTRONIC BAZAAR

CATEGORIES

1) Electronics

Audio Systems
AmplifiersAV ReceiversCar Audio SystemsMore DVD Players

iPods & MP3 Players Home Theatres

iPod & MP3 Player AccessoriesiPodsMP3 Players



TV & Flat Screens Digital Cameras
Flat TelevisionsLCDsPlasmas Digital SLR CamerasPoint &
Shoot CamerasVideo Cameras

Desktop Computers Camera Accessories
Adapters & ChargersBags & CasesMore

Laptops Printers & Scanners



Computer Accessories Storage Devices
Blank CDs & DVDsHard DrivesMemory CardsPendrives

2) Home appliances

Air Conditioners Air Coolers

Fans Geysers & Heaters



Irons Vacuum Cleaners

Washing Machines Water Purifiers

Personal Care Devices
Body Care DevicesHealth Care Devices More Home Appliances



3) Kitchen appliances

Blenders Food Processors

Hobs & Chimneys
ChimneysCooking RangesCooktops Mixers & Grinders

OTGs Ovens



Refrigerators Rice Cookers

Sandwich Makers Toasters

More Kitchen Appliances



BRANDS AVAILABLE:

Whirlpool
Philips
Sensei
LG
Samsung
Koryo
Bajaj
Microsoft
Panasonic
Mitashi
Akai
Onida
Morphy Richards
Sony



INDUSTRY PROFILE



Industry profile:

Retail is Indias largest industry, accounting for over 10 percent of the countrys GDP and
around 8 percent of the employment. Retail industry in India is at the crossroads. It has
emerged as one of the most dynamic and fast paced industries with several players entering
the market. But because of the heavy initial investments required, 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 policies are becoming more favourable and
emerging technologies are facilitating operations. Retailing in India is gradually inching its
way toward becoming the next boom industry. The whole concept of shopping has altered in
terms of format and consumer buying behaviour, ushering in a revolution in shopping in
India. Modern retail has entered India as seen in sprawling shopping centres, multi-storeyed
malls and huge complexes offer shopping, entertainment and food all under one roof. The
Indian retailing sector is at an inflexion point where the growth of organized retailing and
growth in the consumption by the Indian population is going to take a higher growth
trajectory. The Indian population is witnessing a significant change in its demographics. A
large young working population with average age of 24 years, nuclear families in urban areas,
along with increasing working-women population and emerging opportunities in the services
sector are going to be the key growth drivers of the organized retail sector in India. Some Key
Facts:
Retail is Indias largest industry accounting for over 10 percent of the countrys GDP and
around 8 percent of the employment
The market size of Indian retail industry is about US $312 billion. Indias Consumption
Cosmos During the past decade, Private Final Consumption Expenditure has been the key
driver of economic growth in India.
The $350 Billion Consumption spending provides the single biggest business opportunity in
India and is divided into some key categories led by food, fashion and home products.

RETAIL INDUSTRY IN INDIA


The retail industry in India is of late often being hailed as one of the sunrise sectors in
the economy. AT Kearney, the well-known international management consultancy, recently
identified India as the second most attractive retail destination globally from among thirty
emergent markets. It has made India the cause of a good deal of excitement and the cynosure
of many foreign eyes. With a contribution of 14% to the national GDP and employing 7% of
the total workforce (only agriculture employs more) in the country, the retail industry is
definitely one of the pillars of the Indian economy.
Retailing is one of the pillars of the economy in India and accounts for 13% of GDP.
The retail industry is divided into organized and unorganized sectors. Over 12 million outlets
operate in the country and only 4% of them being larger than 500 sq ft (46 m
2
) in size.
Organized retailing refers to trading activities undertaken by licensed retailers, that is, those
who are registered for sales tax, income tax, etc. These include the corporate-backed
hypermarkets and retail chains, and also the privately owned large retail businesses.
Unorganized retailing, on the other hand, refers to the traditional formats of low-cost
retailing, for example, the local kirana shops, owner manned general stores, paan/beedi
shops, convenience stores, hand cart and pavement vendors, etc.
Most Indian shopping takes place in open markets and millions of independent
grocery shops called kirana. Organized retail such supermarkets accounts for just 4% of the
market as of 2008. Regulations prevent most foreign investment in retailing. Moreover, over
thirty regulations such as "signboard licenses" and "anti-hoarding measures" may have to be
complied before a store can open doors. There are taxes for moving goods to states, from
states, and even within states.
Growth
An increasing number of people in India are turning to the services sector for
employment due to the relative low compensation offered by the traditional agriculture and
manufacturing sectors. The organized retail market is growing at 35 percent annually while
growth of unorganized retail sector is pegged at 6 percent.
The Retail Business in India is currently at the point of inflection. Rapid change with
investments to the tune of US $ 25 billion is being planned by several Indian and
multinational companies in the next 5 years. It is a huge industry in terms of size and


according to management consulting firm Technopak Advisors Pvt. Ltd., it is valued at about
US $ 350 billion. Organized retail is expected to garner about 16-18 percent of the total retail
market (US $ 65-75 billion) in the next 5 years.
India has topped the A.T. Kearneys annual Global Retail Development Index (GRDI)
for the third consecutive year, maintaining its position as the most attractive market for retail
investment. The Indian economy has registered a growth of 8% for 2007. The prediction for
2008 is 7.9%. The enormous growth of the retail industry has created a huge demand for real
estate. Property developers are creating retail real estate at an aggressive pace.
According to the Icrier report, the retail business in India is estimated to grow at 13%
from $322 billion in 2006-07 to $590 billion in 2011-12. The unorganized retail sector is
expected to grow at about 10% per annum with sales expected to rise from $ 309 billion in
2006-07 to $ 496 billion in 2011-12.

The Indian Retail Market
Indian market has high complexities in terms of a wide geographic spread and distinct
consumer preferences varying by each region necessitating a need for localization even
within the geographic zones. India has highest number of outlets per person (7 per thousand)
Indian retail space per capita at 2 sq ft (0.19 m
2
)/ person is lowest in the world Indian retail
density of 6 percent is highest in the world. 1.8 million Households in India have an annual
income of over 45 lakh.
Delving further into consumer buying habits, purchase decisions can be separated into
two categories: status-oriented and indulgence-oriented. CTVs/LCDs, refrigerators, washing
machines, dishwashers, microwave ovens and DVD players fall in the status category.
Indulgence-oriented products include plasma TVs, state-of-the-art home theatre systems,
iPods, high-end digital cameras, camcorders, and gaming consoles. Consumers in the status
category buy because they need to maintain a position in their social group. Indulgence-
oriented buying happens with those who want to enjoy life better with products that meet


their requirements. When it comes to the festival shopping season, it is primarily the status-
oriented segment that contributes largely to the retailers cash register.
While India presents a large market opportunity given the number and increasing
purchasing power of consumers, there are significant challenges as well given that over 90%
of trade is conducted through independent local stores. Challenges include: Geographically
dispersed population, small ticket sizes, complex distribution network and little use of IT
systems, limitations of mass media and existence of counterfeit goods.

Major Indian Retailers
Indian apparel retailers are increasing their brand presence overseas, particularly in
developed markets. While most have identified a gap in countries in West Asia and Africa,
some majors are also looking at the US and Europe. Arvind Brands, Madura Garments,
Spykar Lifestyle and Royal Classic Polo are busy chalking out foreign expansion plans
through the distribution route and standalone stores as well. Another denim wear brand,
Spykar, which is now moving towards becoming a casual wear lifestyle brand, has launched
its store in Melbourne recently. It plans to open three stores in London by 2008-end.
The low-intensity entry of the diversified Mahindra Group into retail is unique
because it plans to focus on lifestyle products. The Mahindra Group is the fourth largest
Indian business group to enter the business of retail after Reliance Industries Ltd, the Aditya
Birla Group, and Bharti Enterprises Ltd. The other three groups are focusing either on
perishables and groceries, or a range of products, or both.

Next retail India Ltd (Consumer Electronics) (www.next.co.in)
Vivek Limited Retail Formats: Viveks, Jainsons, Viveks Service Centre, Viveks Safe
Deposit Lockers
PGC Retail -T-Mart India, Switcher , Respect India , Grand India Bazaar ,etc.,
REI AGRO LTD Retail-Formats:6TEN Hyper & 6TEN Super
RPG Retail-Formats: Music World, Books & Beyond, Spencers Hyper, Spencers Super,
Daily & Fresh


Pantaloon Retail-Formats: Big Bazaar, Food Bazaar, Pantaloons, Central, Fashion
Station, Brand Factory, Depot, aLL, E-Zone etc.
Marks & Spencer: Clothing, lifestyle products, etc.
The Tata Group-Formats: Westside, Star India Bazaar, Steel junction, Landmark, Titan
Industries with World of Titans showrooms, Tanishq outlets, Croma.
K Raheja Corp Group-Formats: Shoppers Stop, Crossword, Hyper City, Inorbit Mall
Lifestyle International-Lifestyle, Home Centre, Max, Fun City and International
Franchise brand stores.
Pyramid Retail-Formats: Pyramid Megastore, TruMart
Nilgiris-Formats: Nilgiris supermarket chain
Subhiksha-Formats: Subhiksha supermarket pharmacy and telecom discount chain.
Trinethra- Formats: Fabmall supermarket chain and Fabcity hypermarket chain
Vishal Retail Group-Formats: Vishal Mega Mart
BPCL-Formats: In & Out
Reliance Retail-Formats: Reliance Fresh
Reliance ADAG Retail-Format: Reliance World
Aditya Birla Group - more Outlets



Entry of MNCs
The world's largest retailer by sales, Wal-Mart Stores Inc and Sunil Mittal's Bharti
Enterprises have entered into a joint venture agreement and they are planning to open 10 to
15 cash-and-carry facilities over seven years. The first of the stores, which will sell groceries,
consumer appliances and fruits and vegetables to retailers and small businesses.
Carrefour, the worlds second largest retailer by sales, is planning to setup two
business entities in the country one for its cash-and-carry business and the other a master
franchisee which will lend its banner, technical services and know how to an Indian company
for direct-to-consumer retail.
The worlds fifth largest retailer by sales, Costco Wholesale Corp (Costco) known for
its warehouse club model is also interested in coming to India and waiting for the right
opportunity.
Opposition to the retailers' plans has argued that livelihoods of small scale and rural
vendors would be threatened. However, studies have found that only a limited number of
small vendors will be affected and that the benefits of market expansion far outweigh the
impact of the new store



RESEARCH
METHODOLOGY:



Methodology :

Type of research
Descriptive

Type of data
Primary data

Data collection method
Primary data: Survey through structured questionnaire
Secondary data: Company literature, internet.

Sampling
Non probability, Convenient sampling

Research place
Koramangala (Bangalore)

Sample size
200

Data analysis technique
Quantitative

Data analysis done through
Microsoft Excel, Microsoft Word



ANALYSIS AND
INTERPRETATION



Shopping experience in electronic bazaar is
Outstanding 2
Excellent 43
Good 86
Average 63
Bad 6

FIG.1

Source: primary data (collected on august 2011)

INTERPRETATION:

Out of 200 respondent, 43% people has good shopping experience in electronic bazaar,32%
has average and 21% people has excellent. But 1% has outstanding shopping experience and
3% has bad shopping experience.

Maximum numbers of people have a better experience of shopping in electronic bazaar
and most of them have appreciated the pricing and ambiance inside the store and the
atmosphere inside the store make customers feel happy.
2
43
86
63
6
Outstanding
Excellent
Good
Average
Bad


FIG.2


INTERPRETATION:

85% of the respondents are not satisfied by the brands available in electronic bazaar, rest 15
% are satisfied.

Most of the customers are not satisfied by the availability of brands in electronic
bazaar. Electronic bazaar has got a very few selected brands and the store should keep
variety of brands for customers.
Yes
No
Different variety of brands
1) Yes 31
2) No 169


Satisfaction towards Discounts and offers served in electronic bazaar
Outstanding 15
Excellent 64
Good 71
Average 47
Bad 3

FIG.3

INTERPRETATION:

Out of 200 respondents, Discounts and offers served in electronic bazaar is good said by
36%customers, 32% feel it is excellent and only 7% feel outstanding. But 25% customers are
not satisfied by Discounts and offers served in the electronic bazaar.

Maximum Customers are satisfied by Discounts and offers. Bib bazaar is known for its
offers and discounts so most of them like the offers and
discounts served in the electronic bazaar. Discounts and offers served in the electronic
bazaar are excellent. (Especially in Big day)
15
64
71
47
3
Outstanding
Excellent
Good
Average
Bad


Home delivery services of electronic bazaar
Outstanding 18
Excellent 37
Good 75
Average 57
Bad 13

FIG.4

Source: primary data(collected on august 2011)
INTERPRETATION:

Out of 200 respondents, Maximum number of respondent i.e. 64% is satisfied by Home
delivery services of electronic bazaar rest 36% is not satisfied.

Most of them are satisfied with the home delivery facility of electronic bazaar. The big
bazaar should provide awareness to customers about the home delivery service
provided by them. As of now the home delivery service is good but in offer days most of
the customers are not satisfied with the service.
18
37
75
57
13
Outstanding
Excellent
Good
Average
Bad


Location of electronic bazaar inside big bazaar
Outstanding 59
Excellent 63
Good 44
Average 26
Bad 8

FIG.5

INTERPRETATION:

Out of 200 respondents, 61% is highly satisfied with location of electronic bazaar inside big
bazaar, 22% is satisfied and only 17% is not satisfied.

Location of electronic bazaar is outstanding. It is situated at the first floor to the left
corner of the store. The place is ideal and it should not be changed but some renovation
should be made so that the electronics department should look attractive.
59
63
44
26
8
Outstanding
Excellent
Good
Average
Bad


Product display and signage in the electronic bazaar
Outstanding 17
Excellent 72
Good 81
Average 28
Bad 4

FIG.6

INTERPRETATION:
Product display and signage in the store is highly satisfactory according to 44% of the
respondents, satisfactory according to 40% of the respondents, rest 16% are not satisfied with
it.

Customers are satisfied with Product display and signage in the electronic bazaar. The
signage of every product is checked every day before the store is opened and each
display items are cleaned every day. If any new item is arrived it is kept for display.
17
72
81
28
4
Outstanding
Excellent
Good
Average
Bad


In offer days the shopping satisfaction is
Outstanding 5
Excellent 59
Good 78
Average 49
Bad 9

FIG.7

INTERPRETATION:

Out of 200 respondent, 39% people has good shopping experience in electronic bazaar, 25%
has average and 29% people has excellent. But 3% has outstanding shopping experience and
4% has bad shopping experience.
Maximum numbers of people has a better experience of shopping in offer days. Some
customers do not visit electronic bazaar due to heavy rush. In offer days the prices are
reduced to attract the customers so most of the customers like do shopping during offer
days.
5
59
78
49
9
Outstanding
Excellent
Good
Average
Bad


How do you feel about sales persons and promoters
Outstanding 9
Excellent 42
Good 99
Average 45
Bad 5

FIG.8


INTERPRETATION:

74% of the respondents are satisfied by the sales persons and promoters in the store rest 26%
respondents are not satisfied by the sales persons and promoters in the electronic bazaar.

Sales persons and promoters behave well with customer and give correct product details
to the customers. Each sales person and promoter is given training every month and
each of them should attend the training. So most of the times customers are happy with
the promoters and sales persons.
9
42
99
45
5
Outstanding
Excellent
Good
Average
Bad


The quality of the product served by electronic bazaar
Outstanding 6
Excellent 38
Good 94
Average 53
Bad 9

FIG.9


INTERPRETATION:

21% of the respondents are highly satisfied with the quality of the products at electronic
bazaar, rest 74% are said the quality of the products in electronic bazaar is average, only 5%
said its not good.

Some of people are not satisfied with quality of the product. The reason may be due to
the poor quality of products given by suppliers or due to improper
handling of products while delivering.
6
38
94
53
9
Outstanding
Excellent
Good
Average
Bad


The cleanliness and hygiene maintained in the store
Outstanding 25
Excellent 83
Good 57
Average 26
Bad 9

FIG.10


INTERPRETATION:

According to maximum number of respondent i.e. 82% feels that cleanliness and hygiene
maintained in the store is up to the mark rest 18% feel it is not.

Cleanliness and hygiene maintained in the store is up to the mark.As the store is cleaned
and maintained every day there are no queries about the cleanliness and hygiene
maintained in the store.

25
83
57
26
9
Outstanding
Excellent
Good
Average
Bad


Electronic bazaar provide you value for money
To a great extent 148
Somewhat 34
Very little 16
Not at all 2

FIG.11


INTERPRETATION:

Out of 200 respondent, 74% of the respondents feel that electronic bazaar provide you value
for money,17% are ok with the statement and rest 9% does not feel that electronic bazaar
provides value for money.

Most of the customers are very satisfied with the prices given in big bazaar and most of
them feel that big bazaar provides value for money. So the statement given by big
bazaar discovering more value is found true
discovering more value
The above statement is true spotted by the above data.
148
34
16
2
To a great extent
Somewhat
Very little
Not at all


The electronic bazaar offers the best prices for the products
Strongly disagree 6
Disagree 15
Somewhat agree 30
Agree 59
Strongly agree 90
FIG.12


INTERPRETATION:

Out of 200 respondents, 45% of the respondents are highly satisfied with the prices offered
for the products and 30% agree that the prices offered are great and rest 10% does not feel
that electronic bazaar provides best prices for the products for.

Most of the customers are satisfied with the prices offered by electronic bazaar. The
price in electronic bazaar is very reasonable compared with other competitors so most
of the customers buy electronic items in big bazaar.
In offer days the gets reduced and customers get more discounts in festival seasons.

6
15
30
59
90
Strongly disagree
Disagree
Somewhat agree
Agree
Strongly agree


Rate the overall satisfaction.
Not at all satisfied 4
Slightly satisfied 23
Somewhat satisfied 40
Very satisfied 103
Extremely satisfied 30

FIG.13

INTERPRETATION:

Out of 200 respondents, 15% of the respondents are extremely satisfied with the overall
performance of electronic bazaar and 52% of the respondents are very satisfied and around
14% of the respondents satisfaction level is low.

Overall satisfaction level of most of the customers towards electronic bazaar is very
good and has a positive feedback. This is due to the prices fixed in the store and offers
given to the customers and also the ambience inside the store which feels more
comfortable for customers to shop.
4
23
40
103
30
Not at all satisfied
Slightly satisfied
Somewhat satisfied
Verysatisfied
Extremely satisfied


FINDINGS



Findings:

Store performing well in attracting the customers.(The visual management team is
performing well in attracting the customers).

Big bazaar provides better shopping experience. The reason may be because of the
attractive offers and the ambience maintained inside the store.

Availability of brands in electronic bazaar is not up to the mark and most of the customers
are not satisfied with the brand availability in electronic bazaar. The reason may be because
the organisation keeps only those brands which give more margin and also it is concentrating
on promoting its own brands like (Koryo and Sensei).

Discounts and offers doing well in the store . Big bazaar is known for its exciting offers
and the organisation is successful in attracting the customers.

In offer days the store management is good. The reason is that each member of the store is
assigned his tasks and duties well in advance and by this way the sales persons and promoters
get more time to prepare themselves for the offer days.

Home delivery services is going fine but most of the customers are not using the service.
This is because most of the people are unaware that home delivery is provided by big bazaar .

Product display and signage is good. The department managers are doing well and their
task is to look after the whole departments and make look the store attractive.


Quality in products is not up to the mark. The reason may be due to rough handling of
goods while delivering.

Location of electronic bazaar is outstanding and needs some more space for product
display. It is located at first floor besides foot wear department and near the entrance to
apparels department.

Cleanliness and hygiene maintained in the store is up to the mark. The maintenance
department should look after the whole departments cleanliness and hygiene.

The promoters and sales persons are well trained and are doing good sales. The sales
persons and promoters are given training every month on new launched products.

The overall satisfaction of customers towards electronic bazaar is good. Most of the
customers feel that Big bazaar provides value for money and the prices are very attractive.



RECOMMENDATIONS



Recommendations:

Create awareness & manage home delivery services properly. Most of the customers
not satisfied with the home delivery service on offer days. In normal days the home
delivery is effective and the goods are delivered at right time. The organisation should
manage the home delivery service properly in offer days.

There should be proper assortment of various product categories. The appearance of
the product in the shelves should look attractive. Each category of products should
have different shelves and the product display should be neat.

Proper signage should be there so that customer can locate the products easily. Each
product should be displayed in their respective category. And each product should
have proper signage and specification like price, star rating and features.

Cleanliness and hygiene should be maintained regularly. Everyday floors should be
cleaned and air conditioning should be checked regularly. The main task is to
maintain a healthy and hygiene environment.

Proper training should be provided to sales person so that they can deal with the
customers more efficiently. A training session should be conducted to all the sales
persons and promoters on the newly launched product and a brief description on all
the products should be explained to them.

Various schemes and offers can be provided to them and attract new customers. As of
now the offers provided by big bazaar is appreciated by the customers and on every
week Wednesday bazaar offers are given to the customers and more offers and
discounts should be provided to the customers in the upcoming days.

More numbers of brands should be kept in the electronic bazaar so that customers get
more options for selecting the product. The big bazaar is having selected brands and
the number of available brands is less some well-known brands such as Apple, Dell,
Toshiba, Transcend are not available.


Quality of the products should be increased i.e.( proper storage of stocks so that no
single product gets damaged). The stock receivers should check the quality of the
product and then accept the lot of goods.

More space should be allocated for electronic bazaar (the space allocated is very
congested). The electronic bazaar is allocated with less space and some more space
should be given so that the arrangement of products are done properly.



LIMITATION



Limitations of the study

Time limit is the major constraint.

Some respondents refuse to co-operate.

Some respondents replied half-heartedly.

Some respondents gave incomplete information.

The survey was conducted in very general way as no other variable such as their

education level, occupation and age are not considered.



Conclusion



Conclusion:

We would conclude the project stating that the customer of Bangalore are satisfied with
offers, and they still needs good offers in future days. And the big bazaar has doing good in
terms of understanding customer expectation and providing them good offers and products in
terms of fulfilling their expectation. During the project I would come to know about differs
offers of big bazaar, what a normal consumer will think before entering into big bazaar. And
the different types of factors which influence customers to visit big bazaar. And what are the
factors which we need focus for increase consumer walk-in big bazaar Bangalore.



SWOT Analysis



SWOT ANALYSIS
MEANING
Relative dimensions of a firms resource strengths and weaknesses and its external
opportunities and treats, commonly known as SWOT (Strength, Weakness, Opportunity,
Threats) analysis, provides a good overview of whether a firms business position is
fundamentally healthy or unhealthy. SWOT analysis is grounded in the basic principle that
strategy making efforts must aim at producing a good fit between a companys resources
capability (as reflected by its balance of resource strengths and weaknesses) and its external
situation (as reflected by industry and competitive conditions, the companys own market
opportunities, and specific external threats to the companys profitability and market
standing)

STRENGTHS
Strengths are the internal capabilities of an organization which cab is used to gain
competitive advantage over its competitors. It also includes ability of the organization to
perform certain activities better than its competitors.



.

SWOT ANALYSIS OF FUTURE VALUE RETAIL LTD.
STRENGTHS
Better understanding of customers helping the company to serve them better.
Vast range of products under one roof helping in attracting customer and their family to shop
together and enjoy the experience.
Benefit of early entry into the retail industry.
STRENGTHS
Strengths are the internal
capabilities of an organization
which cab is used to gain
competitive advantage over its
competitors. It also includes ability
of the organization to perform
certain activities better than its
competitors.
WEAKNESSES
Weaknesses refer to limitations or
constraints which tend to decrease
the competencies of the organization
particularly in relation to its
competitors
OPPORTUNITY
Opportunities are favorable
conditions in the organization which
help an organization strengthen its
position.

THREATS
Environmental Threats are the
major unfavorable conditions in the
organization which may pose a risk
or damage the firms position in
comparison to its competitors.



Diversified business operating all over India in various retail formats.
Ability to get products from customers at discounted price due to the scale of business.
High brand equity enjoyed by Big Bazaar.
State of the art infrastructure.
Everyday low prices, which attract customers.
Maximum percent of footfalls converted in sales.
Huge investment capacity.
Biggest value retail chain in India.
It offers a family shopping experience, where entire family can visit together.
Available facilities such as online booking and delivery of goods.
Brand equity and early mover advantage;
Entrepreneur led, professionally managed by an experienced team;
Project execution and operations capabilities;
Vast range of lifestyle and value retail products and services;
Experienced and capable workforce, talented employees in key areas
Low overall costs,
Strong focus on systems and processes;
Strong distribution and logistics network and supply chain
Strong distribution and logistics network, with 21 distribution centers covering.
Large base of customers.
Fruitful collaborative partnerships with suppliers and marketing allies.
Market share leadership.



WEAKNESS
High cost of operation due to large fixed costs.
Very thin margin.
High attrition rate of employees Opportunities.
Lot of potential in the rural market.
Unable to meet store opening targets on time.
Falling revenue per sq ft.
General perception: Low price = Low quality.
Overcrowded during offers.
Long lines at billing counters which are time consuming.
Limited only to value offering low price products. A number of branded products are still
missing from Big Bazaars line of products. E.g. Apple, Toshiba.
The success of our business is dependent on supply chain management
Failure to manage the integration of the businesses or facilities we acquire may cause our
profitability to suffer.
Our business plans may need substantial capital and additional financing in the form of debt
and/or equity to meet our requirements
Any inability to manage our rapid growth could disrupt our business
Competition may impede our ability to renew leases or licenses entered into by us. Further,
we may not be able to attract concessionaires, which may affect our concessionaire income.
The success of our business is substantially dependent on our management team, our inability
to retain them could adversely affect our businesses
Our indebtedness could adversely affect our financial condition and results of operations


We have a number of contingent liabilities, and our profitability could be adversely affected
if any of these contingent liabilities materialize
There may not be an active or liquid market for our Equity Shares, which may cause the price
of the Equity Shares to fall and may limit your ability to sell the Equity Shares.
Future issues or sales of our Equity Shares may significantly affect the trading price of our
Equity Shares
We have broad discretion in the use of the net proceeds of this Issue and you may not
necessarily agree with how we use such proceeds.
We continue to launch new formats as divisions, subsidiaries or through joint ventures with
partners. A lower than anticipated customer response to such formats, or the inability of our
joint venture to successfully meet customer requirements can adversely impact us.
There is a possibility of a conflict of interest with the entities forming part of the promoter
group of the Company.

OPPORTUNITIES
Can enter into production of various products due to its in depth understanding of customers
tastes and preferences.
Can expand the business in smaller cities as there is a lot of opportunity
Lot of potential in the rural market
A lot of scope in Indian organized retail as it stands at approximately 4%.
Increasing mall culture in India.
More people these days prefer to visit big stores where they can find large variety under one
roof.



THREATS
High business risk involved.
Lot of competitors coming up to tap the market potential.
Margin of business reducing all the time.
Competition from other value retail chains such as Shoprite, Reliance (Fresh and trends) and
Hypercity.
Unorganized retail also appears to be a threat to Big Bazaars business. A large population
still prefers to visit local convenient stores for daily purchases
Changing Government policies International players looking to foray India.



Bibliography



Books:

a) Marketing Research by
Malhotra and Dash(an applied orientation)

b) Marketing Management by
Philip.Kotler

URL:

www.Futuregroup.com

www.Bigbazaar.com



ANNEXURE



QUESTIONNAIRE

Resp no PERSONAL I NFORMATI ON

Dear sir/ Madam,
I Sanket V Bellad student of KLES IMSR, Hubli conducting a
Survey on customer satisfaction towards electronic bazaar of Big Bazaar
This survey is a part of my partial fulfilment of MBA course. Please provide relevant
information by filling this questionnaire to make my survey more accurate. All details from
your part will be kept confidential.

Name:- ..
Gender:- a) Male b) Female

Q1. Your shopping experience in electronic bazaar is always
1) Outstanding 2) Excellent 3) Good
4) Average 5) Bad

Q2. Do you feel that you find different variety of brands in big bazaar?
1) Yes 2) No

Q3.Your satisfaction towards Discounts and offers served in electronic bazaar is
5) Average 4) Bad

Q4. Home delivery services of electronic bazaar is
4) Average 5) Bad



Q5. Location of electronic bazaar inside big bazaar is
4) Average 5) Bad

Q6. Product display and signage in the electronic bazaar is
4) Average 5) Bad

Q7. In offer days the shopping satisfaction in the electronic bazaar is
4) Average 5) Bad

Q8. How do you feel about sales persons and promoters?
4) Average 5) Bad

Q9. The quality of the product served by electronic bazaar is
4) Average 5) Bad

Q10. The cleanliness and hygiene maintained in the store is
4) Average 5) Bad

Q11.Do you feel that electronic bazaar provide you value for money?
1) To a Great Extent
2) Somewhat


3) Very Little
4) Not at All

Q12.The electronic bazaar offers the best prices for the products.
1) Strongly Disagree
2) Disagree
3) Somewhat agree
4) Agree
5) Strongly agree

Q13. Rate the overall satisfaction of electronic bazaar.
1) Not at all satisfied
2) Slightly satisfied
3) Somewhat satisfied
4) Very satisfied
5) Extremely satisfied

Thanking you for filling the questionnaire



COMPITATORS

VISHAL MEGA MART

RELENCE MART & FRESH

CROMA

STAR BAZAAR

SPAR HYPER MARKET

SOME LOCAL STROES TOO



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KLES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Page 1

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