PROJECT REPORT
ON
CUSTOMER SATIFACTION & SALES
DECLEARATION
Place : MEERUT
AARTI CHAUDHRY
ACKNOWLEDGEMENT
The project of this magnitude would not have been completed singly. Firstly I
want to give my hearty thanks to all mighty who made the world and me also.
There are many other people without whom the completion of the project would
not have been possible. Some have contributed towards this directly while other
have provided indirectly. It gives me immense pleasure to thank
AARTI CHAUDHRY
PREFACE
Table of contents
Sl. no.
particulars
page no.
A. ) Introduction
Company profile
1. History
2. Strategy
3. Operation
4. Product
5. Advertising Compaigns
B.) Introduction To The Company
Pantaloons
1. Introduction
2. Lines of business
3. Company Timeline
C. ) New discover in retail
1. Food Bazaar
2. Future Idea
3. New Product Segment
D. ) Future Group
1. Introduction
2. Industry Profile
3. Key Players in the Industry
4. The Big Bazaar Promises
5. Company Mission/Value
E. ) Company Director Massage
1. Message
2. History
3. Company milestone
F. )Future Group Partner
1. Big Bazaar
2. Pantaloon
G. )Future Brand
1. DJ &C
2. BUFFALO
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3. KNIGHTHOOD
H. ) Lines Of Bussiness
1. C-Central
2. History
I. ) Strength/Weakness
J. ) Research Objectives
1. Methodology
2. Research Period of objective
3. Review
K. ) INTRODUCTION OF MARKETING
1. Definition
2. Segmentation
3. Marketing Mix
4. 4-p
5. Retailing Promotion Mix
6. Introduction own brand
L. ) Research Methodology
1. Research Methodology
2. Data Collation
3. Data Collection Techniques
M. ) Graph
N. ) Conclusion
O. ) Annexure
1. Questionnaire
2. Bibliography
Executive summary
Retail Sector is the most booming sector in the Indian economy. Some
of the biggest players of the world are going to enter into the industry
soon. It is on the threshold of a big revolution after the IT sector.
Although organized retail market is not as strong as of now, but it is
expected to grow manifolds by the year 2015. The sector contributes
10% of the GDP, and is estimated to show 20% annual growth rate by
the end of the decade. The current growth rate is estimated to be
8.5%.
The retail market is most fragmented in the world and only 2% of the
entire retailing business is in the organized sector. There are about 300
new malls, 1500 supermarkets and 325 departmental stores being
built in the cities very soon.
I considered the Big-Bazaar Hubli for studying the consumer
expectation, and what are the factors that influence to customer to
walk-in, in Big Bazaar Hubli.
Consumers now want the cheapest, biggest and the quickest
products/services from their retailers. They are moving towards
the eastern model, the changing behaviour 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; a
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detailed study has been made. In the analysis part, objectives and data
collection method, sampling design, sampling size, sampling method
and mainly I have analyzed the collected primary data using SPSS,
the primary data have been collected through questionnaires. Finally
findings, recommendations, limitations and conclusion are derived.
COMPANY PROFILE
Type
Private
Industry
Retailing
Founder(s)
Headquarters
Products
Employees
Divisions
Website
36,000
Pantaloon Retail, Future Value Retail
Limited
www.futuregroup.inwww.futurebazaar.com
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Future Group is an Indian privately held corporation that runs chains of large
discount department stores and warehouse Store
HISTORY
Company History - Future Retail Ltd.
2010
- Mr.Kailash Bhatia has been co-opted on the Board and also appointed as
Wholetime Director.
- 'Bring anything old and get anything new' at Big Bazaar's 'The Great Exchange
Offer'.
- Tata Teleservices in Strategic Partnership with Future Group.
- Company Heads walk the ramp for the Pantaloons Style Inc Awards Unveil
Pantaloons Spring Summer Collection 2010.
- Pantaloons Femina Miss India 2010 Finalists Unveil the 'Pantaloons Femina Miss
India 2010 Collection'.
2011
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Retail Limited.
- Future Retail - L&T, General and Future Group sign Non-Binding term sheet for
merger of general insurance businesses.
- Pantaloon Retail (India) Limited has, entered into Share Purchase Agreement
(SPA) with Industrial Investment Trust Limited to sell its part holding in Future
General India Life insurance Company Limited.
2014
- The world's largest online store Amazon and India's largest listed retailer Future
Group have signed a deal to jointly sell goods over the Internet amid growing
friction between online and offline retailers over heavy discounting.
- Future Group and Amazon India have formed a strategic partnership under which
the e-retailer will sell Future Group's merchandise exclusively online. -Future Retail
has announced Rights in the Ratio of 5:8 2015 -Patanjali Ayurved and Future Group
Join Hands -All new Big Bazaar GEN NXT store launched in Noida -Sunburn,
Asia's largest Music Festival Styled by fbb Food hall Launches THE HOUSE OF
TEA -India's Most Trusted Retailer Big Bazaar Announces an Exclusive Tie-up
With Mobi Kwik
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STRATEGY
3-C Theory
According to Kishore Biyani's 3-C theory, Change and Confidence among the
entire population is leading to rise in Consumption, through better employment
and income which in turn is creating value to the agricultural products across
the country. Big Bazaar has divided India into three segments:
India one: Consuming class which includes upper middle and lower middle
class (14% of India's population).
India two: Serving class which includes people like drivers, household helps,
office peons, liftmen, washer men, etc. (55% of India's population) and
India three: Struggling class (remaining 31% of India's population).
While Big Bazaar is targeted at the population across India one and India two
segments, Aadhaar Wholesale is aimed at reaching the population in India three
segment. With this, Future Group emerged as a retail destination for consumers
across all classes in the Indian society.
OPERATIONS
Various formats and store concept
Most Big Bazaar outlets are multi-levelled stores and are located in stand-alone
buildings in city centres as well as within shopping malls. These stores have
more than 2,00,000 Stock Keeping Units (SKU) in a wide range of categories,
led primarily by fashion and food products. The retail space of these stores in
the metros range between 50,000 and 1,60,000 sq. ft.
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Since its launch in 2001 in metro cities like Kolkata, Bengaluru and Hyderabad,
Big Bazaar is the largest Hypermarket chain with presence in 90 cities and
towns across the country.
CSR activities
As a part of Future Group, Big Bazaar is involved in various social activities
that include green initiatives for the community, blood donation camps, Diwali
celebrations with orphanages, visits to orphanages and other NGOs helping
underprivileged children. These activities usually involve all members of the
management as well as staff of Big Bazaar.
In September 2011, Future Group signed a strategic partnership with the
Himachal Pradesh Government to directly source, market and promote the
states products and services through its Big Bazaar stores under the brand
Himachal. The aim of this partnership is to aid the development of various
source-to-market initiatives to enhance livelihoods for more than 25,000
families in the state.
Big Bazaar created a platform called Yatra to provide women of self-help
groups across various towns and regions of Maharashtra and Gujarat the
opportunity to market their wide assortment of indigenous food and non-food
products. As part of the programme, women from over 30 regional self-help
groups were invited, encouraged and helped to set up stalls to exhibit their
products at Big Bazaar stores.
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Big Bazaar Mysore started offering a free wholesome meal to all its
customers, who in return contribute Shraddha Anussar for a community cause.
In other words, the customers donate any amount for the meal which would be
used for a local, regional or topical cause.
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a hit that the time period for the offer had to be increased from one day to three
days in 2009 (January 24 to 26) and to five days in 2011 (January 22 to 26).
Maha Bachat
The concept of Maha Bachat (Mega Saving) was introduced in the year 2006
as a single day campaign with attractive promotional offers across the company
outlets. Over the years, the concept has grown to become a six-day biannual
campaign. During this campaign, attractive offers are given in all the value
formats including Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture
Bazaar.
Is se sasta aur acha kahin nahin
Big bazaar is the companys foray into the world of hypermarket discount
stores, the first of its kind in India. Price and the wide array of products are the
USPs in Big Bazaar. Close to two lakh products are available under one roof at
prices lower by 2 to 60 per cent over the corresponding market prices. The high
quality of service, good ambience, implicit guarantees and continuous discount
programmers have helped in changing the face of the Indian retailing industry.
Toys
Cosmetics
Home Textiles
Luggage
Crockery
Home Needs
Linens
Household
Sarees
Shirting
Appliances
Stationery
Electrical Accessories
Household Plastics
Utensils &
Utilities
Electronics
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Hardware
Footwear
Home Decor
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Advertising initiatives
Big Bazaar has recently launched a 360-degree promotion drive covering the
three prime media, television, print and social media, to mark the launch of the
new logo. The entire media campaign was developed by Mudra
Communications. Big Bazaar celebrating April Utsav on 2013. They Offering
Rs. 50 off on Rs. 500 or Rs. 100 off on Rs. 500 or Rs. 200 off on Rs. 500
coupon through missed call
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Company Timeline:-
Major Milestones
2016
Future Group's People Office team receives ISO 9001: 2015 certification
on Jan 5, 2016.
2015
venture deal with the Mibelle Group, Europe's third largest FMCG brand
company.
Future Group partnered with India's fastest growing ayurvedic company,
Patanjali Ayurved.
Future Consumer Enterprise Limited joined hands with Govt of Rajasthan
company, MobiKwik
The UK based Plymouth City College awarded Future Sharp with a title
T24, Future Group's unique telecom service and loyalty program and of
Conveniently Yours.
2014
Future Group partnered with the Fortune 500 company and one of the
New Delhi.
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Big Bazaar and Ezone were voted as one of the Top 50 Most Trusted
Brands in the country in the Brand Equity Survey 2013 conducted by
Nielson. The survey also revealed that Big Bazaar is the 4th Most Trusted
2013
Kochi.
First batch of Future India Fellowship program started with 5 selected
fellows across the country. The fellowship aims to create thought leaders
of tomorrow.
Future Group successfully introduced 'Big Bazaar Direct' an assisted
shopping concept where franchises will sell Big Bazaar products through
a catalogue on a 'tablet'.
Future Group introduced brand new fashion format 'I am In' for trendy
2012
On 1st May 2012, the company introduced a new retail initiative Public
Holiday Sale
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Foodhall the premium lifestyle food destination launched its second store
2011
April 2011 KB's Fairprice celebrates opening its 200 stores in India
May 2011 Future Supply Chains becomes ISO certified
2010
Future Group launches its telecom brand T24 in partnership with Tata
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2009
Future Group celebrates its first Shopping Festival across all retail
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, Pantaloons 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, e Zone, Depot, Future Money and
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INDUSTRY PROFILE
Retailing includes all the activities involved in selling goods or services to the
final consumers for personal, non-business use
The organized retail sector in India has a very low contribution to the entire
retail sector in the country. Hence there is ample scope for the new players to
achieve success. 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 An organization selling directly to final consumer-whether a
manufacturer, wholesaler or retailer is doing retailing. It does not matter how
the goods or services are sold (by person, mail, telephone, vending machine or
internet) or where they are sold (in store, on the street, or in consumers home).
Retail is Indias largest industry, accounting for 10% of countrys GDP and
around 8 percent of employment. Modern retail has entered India as seen in
shopping centers, multi storied malls and huge complexes offer shopping,
entertainment and food all under one roof. India has seen the concept of
hypermarket coming of age. Players like Wall-mart, metro have established
hypermarkets in many countries. In India hypermarket concept is in nascent
stage, retailers like Pantaloons, Tata, and RPG have started hypermarket
operations and they are having plans to expand aggressively to all the regions of
India.
Among all the global retail markets Indian retail market is the most expanding.
This is owing to the absence in restriction at the entry level. So, large foreign
companies can enter in the green retail fields of India.
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MEGA MART
FOOD WORLD
SAFAL
SPENCERS
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1. GUARANTTEED DELIVERY
Big Bazaar guarantees to deliver the exact product that has selected, without
defects. In case of receiving a different product, or if the product is damaged in
transit, the customer should contact it within the stipulated time period and Big
Bazaar will ensure that it is replaced or refunded.
2. SECURED PAYMENT
It commits to ensure that no payment misuse happens, so we work with banks
and payment gateways to ensure that your information is protected. Payments
are protected both by it and by the policies of customers bank, and the chances
of fraud in these channels are actually very low. Big Bazaar openly publishes
its office addresses and is part of Indias largest retail company with a presence
all over India so you know how to contact us in person, if required.
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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:
Indians: confidence in ourselves. Leadership: to be a leader, both in thought
and business. Respect & Humility: to respect every individual and be humble.
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.
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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.
BOARD OF DIRECTORS
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board of DSP Merrill Lynch Trustee Co and Ceat Limited among others.Dr. D O
Koshy, Independent Director. O. Koshy holds a doctorate from IIT, Delhi and is
the Director of National Institute of Design (NID), Ahmedabad. He has over 24
years of rich experience in the textiles and garment industry and was
instrumental in the setting up of NIFT centres in Delhi, Chennai and Bangalore.
He is a renowned consultant specializing in international marketing and apparel
retail management. MS. Bala Deshpande, Independent Director Bala Deshpande
is Independent Director, Pantaloon Retail (India) Ltd. and also serves on the
boards of Deccan Aviation, Nagarjuna Construction, Wels pun India and Indus
League Clothing Ltd, among others.
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Our culture
At Pantaloon & Future Value of retail, 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.
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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.
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 ofand 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
up gradation 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
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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 2007stood 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 Famine
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 HaldiGulal range as well as
the Svayam Utsav summer collection that were endorsed by Bipashaand
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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 store loyalty programed, Green Card,
added 200,000 new members.
Pantaloons will see a significant expansion during the coming year with an
increase of nearly0.50 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 sizably 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.
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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 roll out 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 up gradation to the online B2B platform. The
company plans to open over 60 stores across India in FY 2011-12, and the
opening of the 200th Big Bazaar store will mark the fastest ever expansion by a
hypermarket format.
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FOOD BAZAAR
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 2010-11, 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 visaVis 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 very favorable response in new categories like nankeens and wafers. In
the home care category, Care mate launched aluminum foil and baby diapers
while clean mate 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.
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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 11-12, the total number of Food
Bazaar stores is expected to be 200.
Future ideas
Discovering new opportunities
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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 organization. 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
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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, Trissur, Palakkad and Tiruvanantharam.
The Depot Exclusives (released solely in Depot) 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 copublish a series of toddlers interactive books. In FY 2007-08, the total Depot
footprint crossed 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 center at Orchid City Centre, Mumbai in April 2007. Spread over 5,200
square feet, it is the countrys first health center to offer health, fitness and
gym .Services within a modern retail and consumption environment.
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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.
FUTURE GROUP
FUTURE BRANDS
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LINE OF BUSINESS
Line of Business Sub Department under the Brand
BB-Fashion BF-Childrens BIG BAZAAR
BF-Kids Accessories BIG BAZAAR
BF-Ladies BIG BAZAAR
BF-Ladies Accessories BIG BAZAAR
BF-Mens BIG BAZAAR
BF-Mens Accessories BIG BAZAAR
BB-GM-Fashion
Fashion
Accessories BIG BAZAAR
Footwear BIG BAZAAR
GF-Luggage BIG BAZAAR
GF-New Business BIG BAZAAR
GF-Sport Goods BIG BAZAAR
GF-Toys BIG BAZAAR
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DP-Stationery DEPOT
Electronics
EE-Cd&e
Accessories HOME BAZAAR
EE-Computer
&Access HOME BAZAAR
EE-Consumer
Durable HOME BAZAAR
EE-Electronics HOME BAZAAR
EE-Personal
Electro HOME BAZAAR
Food Bazaar FB-Chef Zone FOOD BAZAAR
FB-Chill Station FOOD BAZAAR
FB-Fabricleen FOOD BAZAAR
FB-Fruits &
Vegetable SIS
FB-Golden Harvest FOOD BAZAAR
FB-Head to toe FOOD BAZAAR
FB-Hungry kya FOOD BAZAAR
FB-Spic N Span FOOD BAZAAR
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Central (Hypermarket)
Central brand has malls all over India. It is owned by Pantaloon Retail that also
owns the Indian Big Bazaar supermarket chain.Central has outlets in
Ahmedabad, Bangalore, Cochin, Hyderabad, Pune, Mumbai, Navi mumbai,
Vadodara, Gurgaon, Indore, Jaipur, Surat and Visakhapatnam . It has a food
chain with 3 Amigos, Slambay, Baskin Robbins among many others and has
three main restaurants like Bombay Blues and Copper Chimney. Bangalore
Central is a shopping mall, situated in Bangalore, India. Spread over 120,000
sq ft (11,000 m2)., it is situated on Residency road, off M G Road. Another
Bangalore Central mall was started in 9th Block, Jayanagar. Another Bangalore
Central mall(Soul Space Spirit) was started at Bellandur Junction which was
opened on 24th march 2011, Bellandur
REVIEW OF LITERATURE:
"A study on customers satisfaction of Mediclaim insurance policy" with an
objective to study the customers awareness about mediclaim policy and she also
find out the fact that the male headed families are mere interested in mediclaim
policies and she suggested that the issue of mediclaim insurance policies
requires number of formalities and insurance companies take a lot of procedures
.The unnecessary formalities and procedures create delay in the issue of policy
and settlement of claim. This will create dissatisfaction among customers so the
mediclaim insurance companies should adopt the customers centric approach
towards the procedure and formalities
K.G Manjula (2004) a study on "customer satisfaction Ration shops" examined
the existing system of public distribution system in Kerala, the consumption
pattern of the people at made appropriate suggestion for improvement. She has
found that quality of products bears considerable significant on customer's
satisfaction. She has suggested that quality product at reasonable price should
be offered to needy persons at the right time and due consideration is to be
given to the voice of customers.
Prasanti.S (2004) a study on "customers satisfaction among credit card holders"
with an objective to measure the satisfaction level of credit card holders
regarding the special features of credit cards and she also find out the fact that
more than half of respondents were satisfied with validity period, security
measures, acceptability of credit card etc and she suggested that only limited
number of credit card holders are there in semi urban areas, hence measure
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should be adopted to popularize credit card among people in rural and semi
urban areas.
BBPC Card made a smart choice by becoming a proud member of the esteemed
Big Bazaar PROFIT CLUB. Pay just 10000Rs in the beginning and enjoy
shopping worth 12000Rs over a year. Whats more you can keep earning
PAYBACK points and get T-24 free talk each time you shop at Big Bazaar,
apart from enjoying a host of other benefits. So from now on start shopping
smarter.
Only one Big Bazaar Profit Club Card can be used on a single Invoice.
The Valadity of Big Bazaar Profit Club Card is 18 months from the date
of issue.
The Big Bazaar Profit Club members can deposit an amount 10000Rs on
the card in person across our Big Bazaar, Food Bazaar, FBBFashion@Big Bazaar and Food Right store.
Any purchases made through Big Bazaar Profit Club Card can be
returned as per the stores exchange policy only by issuance of a credit
note.
Big Bazaar Profit Club Card may be restricted on certain purchases, the
list of such restrictions will be updated on the website and can be
modified from time to time.
Usage of Big Bazaar Profit Club Card cannot be clubbed with any other
benefits issued by Future Group through other programs.
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Leave the customer if he not filling the form of BBPC Card, first give
them time for shopping in mall. Because at shopping time only he will
consider about the BBPC policy.
After that you will see the another customers in a mall. Mostly attend the
customers at billing Counter because mostly customers convert at that
time only.
Those Customers that You have giving time for Shopping then attend that
customers at billing counter and clear them all the doubt of Big Bazaar
Profit Club Membership Card.
Tell the Customers if they will invest 10000 Rs in bank that they will not
use the money per month but in Big Bazaar Profit Club Card they will
easily shop 1000 per month in any Big Bazaar in the Country.
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By this way only mostly customers will easily convert for making the Big
Bazaar Profit Club Card Membership.
Two Months I have focus for selling the Big Bazaar Profit Club Membership
Card by this way only I have get the practical knowledge of Marketing in field.
INTRODUCTION TO MARKETING
THE MARKET
The concept of market is very important in marketing. P.Kotler defines a market
as an area for potential exchanges. Thus a market is a group of buyers and
sellers interested in negotiating the terms of purchase or sale of goods or
services.
MARKETING:
Marketing consists of a set of principles for choosing target markets, identifying
consumer needs developing wants, satisfying products and services and
delivering value to customers and profit to the company.
Thus marketing comprises an integrated system of business activities in order to
plan, price, promote, and distribute goods and services to meet consumer needs
within the limit of society.
Definition of marketing:
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Importance of marketing:
Marketing is recognized as the most significant activity in our society. Our life
styles are continuously affected by a wide range of marketing activities.
Marketing alone can put goods and services we want and need at our doorsteps.
Marketing is a vital connecting link between producers and consumers.
Marketing is directly responsible to maintain the equilibrium between mass
production and mass consumption.
MARKETING STRATEGY
PROCESS FOLLOWED
Segmentation, targeting and positioning together comprise a three stage
process.
A. Determine which kinds of customers exist,
b. Select which ones we are best off trying to serve,
c. Implement our segmentation by optimizing our products/services for that
segment and communicating that we have made the choice to distinguish
ourselves that way.
1. SEGMENTATION:
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How well are existing segments served by other manufacturers? It will be more
difficult to appeal to a segment that is already well served than to one whose
needs are not currently being served well.
Secondly:
How large is the segment, and how can we expect it to grow?
Thirdly:
Do we have strengths as a company that will help us appeal particularly to one
group of consumers?
1. Big Bazaar targets higher & middle class customers.
2. Big Bazaar specifically targets working women and home makers
who are the primary decisions maker. It is part of Big Bazaars new
Guerrilla Marketing Strategy.
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MARKETINGMIX
Main Aspects of Marketing Mix:
The easiest way to understand the main aspects of marketing is through its more
famous synonym of "4Ps of Marketing". The classification of four Ps of
marketing includes marketing strategies of product, price, placement and
promotion. The following diagram is helpful in determining the main
ingredients of the four Ps in a marketing mix.
PRODUCT:
In simpler terms, product includes all features and combination of goods and
related services that a company offers to its customers.
Product is the most important aspect of marketing mix for manufacturers
because products are the market expression of the company's productive
capabilities and determine its ability to link with consumers. So product policy
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PLACEMENT:
Placement under marketing mix involves all company activities that make the
product available to the targeted customer while planning placement strategy
under marketing mix analysis, companies consider six different channel
decisions
Customer Solution
Price
Customer Cost
Placement
Convenience
Promotion
Communication
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RETAILING:
Retailing includes all the activities involved in selling goods or services to the
final consumers for personal, non-business use.
-Philip Kotler
RETAIL STORE:
This is a place where all the things are available under a one roof in an
organized manner according to consumer needs.
1 Merchandise assortment
The company was looking for a solution that would bring all of its businesses
and processes together. After a comprehensive evaluation of different options
and software companies, the management at Pantaloon decided to go in for
SAP.
Some of the qualities of SAP retail solutions are that it supports product
development, which includes ideation, trend analysis, and collaboration with
partners in the supply chain; sourcing and procurement, which involves working
with manufacturers to fulfill orders according to strategic merchandising plans
and optimize cost, quality, and speedvariables that must be weighted
differently as business needs, buying plans, and market demand patterns
change; managing the supply chain, which involves handling the logistics of
moving finished goods from the source into stores and overseeing global trade
and procurement requirements; selling goods across a variety of channels to
customers, which requires marketing and brand management; managing markdowns and capturing customer reactions, analyzing data, and using it to
optimize the next phase of the design process.
2. Visual merchandising
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sales
retail strategies
communicates with customers
communicates image
supports retailing trends.
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B. Benefits of Advertisements:
1. Advertisement helps in creating awareness among the customer about the
existence, price, and availability of product.
2. Increases the utility of existing products.
3. It educates customer about new product and their diverse uses.
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C. Types of advertising:
Informative Advertising:
Purchases of durable products are generally erratic and often too expensive to
buy, so the retailer spends a huge amount on informative advertising.
Classified Advertising:
It refers to messages, which are placed under specific headings and columns in
various magazines and newspapers.
2. PROMOTION:
Promotion can be loosely classified as "above the line" and "below the line"
promotion.
The promotional activities carried out through mass media like television, radio,
newspaper etc. is above the line promotion.
The terms below-the-line-promotion refers to forms of non-media
communication, even non-media advertising.
Some of the examples of BTL promotions are by exhibitions, sponsorship
activities, public relations and sales promotions like giving free gifts with
goods, trade discounts given to dealers and customers, reduced price offers on
products, giving coupons which can be redeemed later etc.
DISCOUNT DAYS:To increase the sale retail stores has started various
discount offer days. As big bazaar is concern it has big days, PAHLI TARIKH,
Wednesday Bazaar, monthly saving bazaar, power of ten.
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3. PERSONAL SELLING:
Persuasive communication between a representative of the company or
promoter and one or more prospective customers, designed to influence the
person's or group's purchase decision.
4. PUBLICITY OF PRODUCT:
Publicity non-personal communication in news story form about an
organization, its products or both, that is transmitted through a mass medium at
no charge.
5. PUBLIC RELATION:
Public relation is the planned and sustained effort to establish and maintain
goodwill and mutual understanding between an organization and its target
customers
INTRODUCTION TO THE OWN BRANDS
There are various kind of product which are available in the Big Bazaar store
around the country the product range are very good which has been appreciated
by the customer of various class creed and culture, apart from the product which
is available in the store big bazaar processes a very wide range of product of
variety of range for the customers, basically this product are the own product of
the big bazar.
These product does not differentiate from the best players of that category in the
market the prices of this product are relatively low as compare to the other
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competitors in the market also the quality is up to the mark to challenge the best
players in the market this product are ,
TASTY TREAT
CLEAN MATE
CARE MATE
SACH
JOHN MILLER
DISNEY
PREMIUM HARVEST
EKTAA
This is the basic own product which a normal big bazar store possesses.
Apart from having a wide range of product with a relatively low price with a
improve quality to match the standard of the competitors in the market still the
sales of own brand contribution in the overall sales figure is just 5 to 6 %.
While you take the example of Wal-Mart which is not yet present in the Indian
market have a very high contribution of their own product in there sales figure it
is almost 7080 %.
PROBLEM FACING FOR THE OWN BRAND PROMOTION
customer awarness
lack of promotional activity
lack of knowledge of the promoters and the staffs
attractive packaging
in effective use of the csd announcement
customer knowledge regurding the product
poor in store display
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Advertisements
The organization should also concentrate upon the Advertisement
strategies and should come up with the innovative ads.
Name recall amongst the Consumer Categories is low because of less
frequency of the TV advertisements.
The organization should have customer data base so that information
about offers can be conveyed to the customer and customer segregation
can also be done.
The Retailing industry is booming. In order to tap the potential market,
the Company can advertise in a magazine named like Daily news
record. This will help in showcasing the products of the magazine. This
can add an extra spice to sales
In store display and the use of the colours full display of the product
should be increase
Big bazar have a very good plus point regarding the place that the store
contains compare to the other stores in the city the effective use of the
store should be done effectively ,by using some portion of the place for
fun activity and regarding the fun and game it will also help to promote
the own brand .
Example the game should me in the name of tasty treat or clean mate or
care mate it helps the customer to know the product.
PLACE
The place of the big bazar consists of 50,000 square feet will is quite
good compare the other stores of big bazaar in the town the place
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CUSTOMER SERVICES
On the weekends mostly, there is long queue for the billing which takes a
huge time so there should be an increment in the number of cash
counters.
From the analysis it is clear that more than 50% customers live within
5km area, so if it possible big bazaar should increase its home delivery
distance.
On the business days again it is seen that there is a queue in front of lift
so there is a need to solve the problem by using escalator or big size lifts
because due to this customer do not want to go on the above floor and
these floor are having high value product.
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RESEARCH METHODOLOGY
Technology and customers tastes and preferences play a vital role in todays
generation. Research Methodology is a set of various methods to be followed to
find out various information regarding market strata of different products.
Research Methodology is required for every industrial service industries for
getting acquire knowledge of their products.
PERIOD OF STUDY:
This study has been carried out for a maximum 30 days.
AREA OF STUDY:
The study is exclusively done in the area of marketing. It is a process requiring
care, sophistication, experience, business judgment and imagination for which
there can be no mechanical substitutes.
This study was done in big bazaar which is situated In PVS MALL MEERUT .
DATA:
The term data refers to groups of information that represent the qualitative or
quantitative attributes of a variable or set of variables. Data are typically the
results of measurements and can be the basis of graphs, images, or observations
of a set of variables. Data are often viewed as the lowest level of abstraction
from which information and knowledge are derived. Raw data refers to a
collection of numbers,
Characters, images or other outputs from devices that collect information to
convert physical quantities into symbols that are unprocessed.
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RESEARCH METHODOLOGY
INTRODUCTION
2.
It indicated the present future trend of industry and point out how the
companies affairs are being turned up.
3.
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Questionnaire should be such that the respondent would have free hand in
responding and let the designed information filter through lengthy discussion.
Both open-ended question and closed ended question is selected for the above
purpose.
FIELD WORK : The questionnaire prepared by researcher and the researcher
himself also filled these whole interviewing the respondent.
SECONDARY SOURCE: The source of information already
gathered for some other purpose are available, is called secondary
data.
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Survey Method.
2.
Observation Method.
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Methodology undertaken
Marketing research is done by taking the information from distributors as
Devyani Beverages Pvt. Ltd. & Hindustan Coca Cola Ltd., is a concern,
which marketing its products having different brands.
Thus a survey method of marketing research is essentially exploratory in
nature.
COLLECTION of DATA
The information required determined by the objectives of the research and the
situation leading to the research. In this case an exploratory study is needed for
a potential opportunity
In this the schedule is used to gather the information.
Schedule should be such that the respondent would have free hand in
responding and let the designed information filter through lengthy discussion.
Both open-ended question and closed ended question is selected for the above
purpose.
For interview of retailer schedule is prepared the language is used which they
can understand clearly such as English.
SAMPLING UNIT: Meerut
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Retailers
Distributors
SAMPLING SIZE: Sample Frame is 2 and in this 213 respondents are taken.
DATA SOURCE
1. PRIMARY SOURCE: In case of above study the primary
source was- Schedule for retailer
2. SECONDARY SOURCE: With regard to my study
secondary data of my study is collected as:
Analysis of sales records of products of company distributors.
Analysis of signage and chilling aid of products of company
distributors.
Magazines, Newspapers
Companys websites
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METHODOLOGY:
For conducting the study, both primary and secondary datas have been used.
The major sources of data were collected from Big Bazaar publications,
websites and interview schedule.
In order to have a better representation, a sample of hundred customers was
selected for the study. Well-structured interview schedule was fixed with all the
participants. Printed questionnaire were used to record the response from
respondents.
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ANALYSIS
1. WHICH NATIVE STATE DO YOU BELONG?
NUMBE
REGION
NO. OF
PERCENTAGE
R
1
ANAND PURI
RESPOND
45
45%
LAXMI
12
12%
NAGAR
3
DELHI ROAD
20
20%
PALLAV
15
15%
8%
PUAM
5
PRIT VIHAR
50
45
40
35
30
25
20
Column1
15
NO. OF RESPOND
10
5
0
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CATOGERY
NO OF
RESPONSE
1
Once in a week
10
10
Twice in a week
15
15
1 in 15 days
30
30
1 in a mount
43
43
Every day
45
40
35
30
25
20
Series 3
15
10
5
0
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH
5. JOHN MILLER
6. DISNEY
7. PREMIUM HARVEST
8. EKTAA
9. PUNYAA
10. FRESH AND PURE
11. DJ & C
12. BUFFALO
13. SPUNK
14. KNIGHTHOOD
15. UMM
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CATEGORY
NO OF
QUALITY
PRISE
PACKAGING
IN STORE
RESPONSE
10
70
15
5
10
70
15
5
DISPLAY
NO
PRODUCT
NO OF
RESPONSE
2
JOHN
20
20
MILLER
TASTY
45
15
TREAT
CLEAN
15
14
MATE
CARE
MATE
PREMIUM
HARVEST
EKTAA
10
SACH
DISNEY
10
FRESH
AND PURE
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CUSTOMER PREFERENCE
JOHN MILLER
TASTY TREATE
CLEAN MATE
CARE MATE
PREMIUM HARVEST
EKTAA
SACH
DISNEY
FRESH AND PURE
8.
WHICH ONE OF THESE YOU WILL LIKE TO SEE FURTHER
IMPROVEMENT?
1. QUALITY
2. PRICE
3. PACKAGING
4. IN STORE DISPLAY
N CATEGORY
NO OF RESPONSE
70
10
15
70
10
15
O
1
2
3
QUALITY
PRISE
PACKAGING
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IN STORE
DISPLAY
80
70
60
50
40
30
20
10
0
Series 3
Series 2
Series 1
Findings
Generally youth and womens are the main customers at Big Bazaar.
Due to availability of all products under one roof and near by their
house helps customers to shop weekly and shop fresh every time.
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Groceries are the main items purchased by the customers and they
are aware about big bazaar brands and mostly are satisfied with
them.
All the customers want that their time should not waste after
shopping, number of cashiers should be increased ,waiting process
management should be made good.
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Recomendation
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SWOT Analysis
STRENGTHS
power.
It has a good brand name.
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WEAKNESSES
OPPORTUNITIES
Potential rural markets.
Can enter into production of various products due to its in depth
understanding of customers taste and preferences
Scope of expansion in smaller cities as there is a lot of opportunities.
There remains a large future scope for the retail industry in India, as
incomes rise and consumption increases
The opportunity for widening the business all over India because Big
Bazaar opens new stores in untapped markets, such as smaller or second
tier cities such as Sangre, Belgaum and Mysore.
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THREATS
Government Policies encouraging the unorganized sector will affect
adversely the big players.
High taxes in India suppress consumption
Smaller specialty shops and informal shops are sometimes able to avoid
taxes, offering lower total prices to customers.
CONSUMER NEEDS & SATISFACTION AT BIG BAZAAR
LIMITATION
Preparation of a project report and concluding a research is a whole process
which is carried out in a number of steps. Therefore throughout the whole
process of research there are a number of difficulties encountered by researcher,
at every step. In the present study we may assume following limitation.
Data dont represent entire population behavior.
It is very difficult to measure perception by means of mathematical
calculation.
This research was done in Bangalore city only hence this Conclusion is
valid only for Bangalore.
It was assumed that respondent have the knowledge about big bazaar but
if he do not have proper knowledge then result may come wrong.
The respondent view point on the study/questionnaire purely judgment
and may be induced by other reasons also.
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Conclusion
The report reveals that there is huge scope for the growth of organized
retailing and improvement of Big Bazaar Store in Allahabad city.
Big Bazaar store are able to provide almost all categories of items related
to food, health, beauty products, clothing & footwear, durable goods so it
become quite easier for the customer to buy from one shop and hence is a
convinient way of shopping when compared to unorganized retailing.
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QUESTIONNAIRE
B. TAMIL NADU
C. U.P.
E. NORTH INDIA
TWICE IN A WEEK
1 IN 15 DAY
EVERY DAY
TASTY TREAT
CLEAN MATE
CARE MATE
SACH
JOHN MILLER
DISNEY
PREMIUM HARVEST
EKTAA
PUNYA
FRESH AND PURE
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH
5. JOHN MILLER
6. DISNEY
7. PREMIUM HARVEST
8. EKTAA
9. PUNYA
10. FRESH AND PURE
5. WHICH ONE OF THOSE YOU LIKE?
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH
5. JOHN MILLER
6. DISNEY
7. PREMIUM HARVEST
8. EKTAA
9. PUNYA
10. FRESH AND PURE
6. WHAT ATTRACT YOU TO BUY THE PRODUCT?
QUALITY
PRISE
PACKAGING
IN STORE
DISPLAY
7. WHICH ONE OF THOSE YOU WOULD LIKE TO PURCHASE AGAIN?
1. TASTY TREAT
2. CLEAN MATE
3. CARE MATE
4. SACH
5. JOHN MILLER
6. DISNEY
7. PREMIUM HARVEST
8. EKTAA
9. PUNYA
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PRISE
PACKAGING
IN STORE
DISPLAY
2nd Visit______
3rd visit______
Passing by
1
Newspaper Leaflets 2
Hoardings
3
Through Family & Friends4
SMS
5
Banners
Radio
Others (Pls specify)
7
8
9
(2) TOI
(3)Danik Jagran
(7) Others
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(5)
13.What products you feel should be available at Big Bazaar outlets under Best
Deals. Pls Tick your choices.
ELECTRONICS
LED____MOBILE____A/C_____REFRIGERATOR____MICROWAVE____C
AMERA IT____ MIXERGRINDER____
FASHION
JEANS___T-SHIRTS___SHIRTS___ETHNIC
WEAR___KIDSWEAR___LADIES SANDALS___SPORTS SHOES___
FOOD
DAAL/AATA/SUGAR___RICE/OIL/GHEE___BISCUITS &
NAMKEENS___JUICE & SOFT
DRINKS___FRUITS/VEGETABLES___SHAMPOOS/SOAPS___DETERGE
NTS___
HOME FASHION
BEDSHEETS___PILLOWS____TOWELS____CARPETS___CURTAINS___
HOME NEEDS
GAS STOVE___INDUCTION COOKTOP___TAVA & FRYING
PAN___DINNER
SET/GLASSWARE___COOKER___UTENSILS___PLASTIC CONTAINERS
LUGGAGE
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FURNITURE
SOFA___BED___WARDROBE___DINING TABLE
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BIBLIOGRAPHY
BOOKS
KOTLER PHILLIP,KELLER KELVIN
INTERNET
WWW.WEKIPEDIA.COM
WWW.YAHOOBUISNESS.COM
WWW.REDIFFBUISNESS.COM
http://www.business-standard.com/india/news/future-retail-to-open-60-storesin-next-18-months/104621/on
http://economictimes.indiatimes.com/news/news-byindustry/services/retailing/Future-Retail-to-open-60-stores-in-next-18months/articleshow/6287575.cms
http://www.big-bazaar.co.in/
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THANK YOU
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