CHAPTER -1

INDUSTRY PROFILE
COMPANY PROFILE

INDUSTRY PROFILE

Retail industry largest industry, accounting for are 10% of the

countrys GDP and around 8% of the employment retail industry in India is
at the cross roads. It has emerged as one of the most dynamic and fast
paced industry with several players entering the market, but because of the
heave initial investment 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 favorable and emerging technologies are
facilitating operations. Retailing in India is gradually inching its way
towards becoming the next boom industry. The whole concept of shopping
has altered in terms of format and consumer buying behavior ushering in a
revolution in shopping in India.

SOMEKEY FACTORS

RETAIL IS Indias largest industry accounting for over 10% of the

countrys GDP and around 8%of the employment.
The market size of the Indian retail industry is about US $312
billion.
Retailing in India is gradually inching its way towards become the
next boom industry.
A large young working population with average age of 24 years

INDIAS CONSUMPTION COSMO

During the past decade, private final consumption expenditure has been the
key driver of economic growth in India.
 Growth
domesti
c
product
$973billi
on

Capital
Governme
Private Formation
nt
final $273
spending
consumpti billion
$108
billion on (29%)
(11%) Expenditu
re (2922
$592billi
on (60%)

Utility payments Fuel

transportation Consumption
Electricity, water spending
communication
Expenditure on $350 billion
medical & education
$242billion

The $ 350 billion consumption spending provides the single biggest

business opportunities in India and is divided into same key categories led
by food, fashion and home products

Fashion Fashion
Accessori Accessori
es 5.5% es 5.5%
$225b $225b
 Consume
r Durable
4%
$14b

Fashion
Accessori
es 5.5% Furniture
$225b Fashion 3.4%
Accessori $12b
es 5.5%
$225b
Fashion
Accessori
es 5.5% Fashion
$225b Accessori
es 5.5%
Fashion $225b
Accessori Fashion
es 5.5% Accessori
$225b es 5.5%
$225b

COMPANY PROFILE

Pantaloon Retail (India) Limited, is Indias leading retailer that

operates multiple retain formats in both the value and lifestyle segment of
the Indian consumer market. Headquartered in Mumbai (Bombay), the
company operates over 12 million square feet of retail, has over 10000
stores across 71 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 choice, convenience and quality and
central, a chain of seamless destination malls. Some of its formats include
brand factory, blue sky, and all top 10 stars. The company also operates an
online portal, futurebazaar.com.

A subsidiary company, Home solutions Retail (India)limited, operate

Home Town, a large format home solutions store, collection I, 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 retain congress held
in Barcelona.

Pantaloon Retail is the flagship company of Future Group, a

business group it catering to the entire Indian consumption space.

THE FUTURE GROUP AS GIVEN BY THE GENERAL

MANAGER:

Future Bazaar.com is owned and operated by Future Bazaar India

Ltd. (FBIL).
 FBIL is a part of the Future Group, Indias largest retain
conglomerate. FBIL is the e-commerce arm of the Future Group. The
company was incorporated in 2006 and began business in 2007.

As part of Indias largest retail chain, we enjoy the benefits of

buying in bulk for the entire group. Our aim is to get you a great range of
products at great prices.

Core competency of the business what makes us

different from other?

A choice of more than 20,000 products.

Delivery across more than 1500 cities and towns in India covering
around 16,000 pin codes.
Fast deliveries tie ups with world leaders in logistics &
transportation services
A dedicated customer care helpline for any queries.
Always offering Manufacturers guarantee as opposed to sellers
guarantee, which most of the other online shopping sites offer.
Aggressive prices FutureBazaar.com has the benefit of
leveraging the sourcing network of the Future Groups retail chains.
This sourcing network straddles a wide range of product
requirements, thus being able to offer us economies of scale thereby
unbelievable prices to its customers.
Unmatched selection of products and Brands - we
have more than 20,000 products which crate the flexibility to offer a
large range of choices to customers. We also have partnerships with
most of the brands available in the country, which allows us to get
the latest in the range to our customers. We have been able to create
some major popularity ripples with our corporate clients with
 products like mobiles, electronics, laptops, MP3 players, T-shirts,
Gift Vouchers and so on.

Seamless end-to-end Logistics solution we pride

ourselves in having built an end-to-end logistics solution, right from
stocking, dispatching, and delivery confirmation up to post-sales
support. Our back-end infrastructure enables us to service around
15,000 pin codes across India.

Dedicated Customer Care for online customers as

well as corporate clients We have a dedicated team
straddling client servicing, sourcing, logistics and customer service
for all our customers.

Our Brand Association Most importantly out parentage &

association with humungous retail brands like Big Bazaar,
Pantaloons, Central and many more, lends tremendous amount of
trust & credibility to our end consumers.

ABOUT FUTURE GROUP

Future Group, led by its founder and Group CEO, Mr.

Kishore Biyani, is one of Indias leading business houses with multiple
business spanning across the consumption space. While retain 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 11 million square feet of retail space in over 63 cities and
towns and 65 rural locations across India. Pantaloon Retail was awarded
the International Retailer of the year 2007, by the US-based National
Retail Federation, the largest retail trade association and the Emerging
Market Retailer of the year 2007 at the World Retail Congress in
Barcelona.

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 Indian news. The groups corporate credo
is, Rewrite rules, Retain values More about Future Group.

The FutureBazaar.com promise as given by the

General Manager:

MANUFACTURERS WARRANTIES ON ALL

PRODUCTS

Future Bazaar sells only original products from authorized

dealers; so all applicable products carry the original manufacturers
warranty. Customers can visit any of the authorized service centers of
the manufacturer if required. The invoice accompanying the product is
your warranty document, so please preserve it.

GUARANTEED DELIVERY

Future bazaar guarantees to deliver the exact product you

selected, without defects. In case you have received a different product,
or if the product was damaged in transit, please let us know and we will
ensure that we replace the product or ensure that your money is
refunded. Please note that delivery times vary according to products to
products 95%of our deliveries take place within the committed time
period. For the occasional delays, we will contact you and update you
about the status.

SECURE PAYMENTS

We are committed to ensuring that no payment misuse

happens, so we work with bank and payment gateways to ensure that
your information is protected. Payments are protected both by us and by
the policies of your bank, and the chances of fraud in these channels are
actually very low.

We also have a Risk Management team that scrutinizes all payments

to ensure that there are no fraudulent transactions. Our office address is
also available for anyone who wishes to contact us in person. Moreover,
being part of Indias largest retail company with a presence all over
India, we are omnipresent.

OUR SIMPLE 15-DAYS RETURN POLICY NO

QUESTIONS ASKED!

If you have purchased something at FutureBazaar.com ad the product

did not meet your expectations or does not fit your needs, then you can
return the product to us, no questions asked, as long as it is in its
original packaging and accompanied by its invoice. Just contact our
 Customer Care and well arrange to pick up the product from your home
simple.

PROMPT CUSTOMER SUPPORT

Our Customer Care is manned by dedicated personnel, who

can take decisions and resolve your problems. They are empowered to
solve your problems and are aware of the processes and means to handle
them. In case they cannot solve the problem at their end, they will
trigger the required action on your half or advise you the best possible
method to a successful fulfillment of all your queries/issues. Be assured
that when you call us, your call is being taken seriously.

VALUES:

Indian ness: 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.

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.
 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.

Sone Ki Chidiya

When the Mughals first came to India they were drawn by the lure
of her fabulous wealth India was known as the Sone Ki Chidiya,
literally The Golden Bird.

According to economic historian Angus Maddison in his book the

World Economy: A Millennial Perspective, India had the worlds largest
st
economy in the 1 century and 11 th century , with a 33% share of world
st
GDP in the 1 century and 29% in 1000 CE. During 1700 AD, Mughal
era, Indias share was 24%, more than the whole of Western Europe. It
came down to 3.8% in 1950s. Paul Kennedy, in this highly regard book,
The Rise and fall of the Great Powers: Economic Change and Military
conflict from 1500 to 2000 estimates that in 1750.

Indias share o the world trade was nearly 25 percent. It came

down to 0.5% in the 1960s and now stands at around 1.5%.

The Indian economy is once again at the centre of the global

attention. As domestic consumption drives economic growth in India,
Future Group hopes to play a pivotal role in bringing back the Sone Ki
Chidiya.

FUTURE VENTURES
Future Ventures, seeks to promote and participate in innovative and
emerging business ventures in India. The company intends to play a role in
powering entrepreneurship, by promoting or participating in diverse
business activities, primarily in consumption-led sectors in the country,
which it defines as sectors whose growth and development will be
determined primarily by the growing purchasing power of Indian
consumers and their changing tastes, lifestyle and spending habits.

The company will also participate in businesses where it exercises control

or influence, and can add value as active shareholders, by utilizing the
experience and knowledge of the Future Group, and specifically its parent,
pantaloon Retail ltd.

MEET INDIAS KING OF RETAIL

Pantaloons Kishore Biyani has become Indias largest retailer, but

still has several aces up his John Miller shirtsleeves.

In Indias chaotic markets, Ishore Biyani is the unchalleged king of

retail. He has the knack of catchings rivals off-guard and striking where it
hurts most.

And now that hes set himself the task of tetaining control of the
largest retail space in the country, he wont let anyone suppliers or
international promoters included catch him slacking.
 The latest to face the wrat of the 43-year-old is South African
hyper market Shoprite, which opened shop in Mumbai (images) last month
through a franchise agreement with local company Normal Lifestyle.

The hypermarket began retailing products from big boys Nestle

(Get Quote), Unilever and Procter & Gamble at consumer discounts of 20-
30 percent, loweer than even Biyanis his Big Bazaar Stores.

Instead of chewing his nails, Biyani turmed confrontationist,

asking why the multinationals were offering Shoprite better prices, even
withdrawing Nestle products from his stores when the company did not
respond.

Two days later the Nestle products were back, but not before the
company had clarified its stance. Says Biyani, shoprite is involved in
predatory pricing. There are rules against this in every part of the world.

But as a result of his tough stance, the three MNCs have asked
Shoprite to roll back the offers or face withdrawal of supplies, he says.

He was proved right when the Kolkata Pantaloon store became a raging
success and Biyani stepped on to the turf as a super retailer.
 Other professionals have wondered where Biyani picked up the
tricks of the retailing trade. Some has learned from his own mistakes, he
admits. Others he picked up from the big boys of international retail.

I read every book on Sam Walton, Macys, Marks & Spencer and
management gurus like Tom Peters whose book Reimaging impressed
me. Even now he reads a management book every fortnight Stephen
Covey, Robert Kaplanor James Collins.

But unusual as it might seem, he also made it a point to stay away

from these stores. The reason: by going to a Wal-Mart or a Macys, you
could get overwhelmed into thinking that was the best model and stop
learning, he says.

MR.GOPIKISHAN BIYANI, WHOLE TIME DIRECTOR

Gopikishan Biyani is a commerce graduate and has more than

twenty years of experience in the textile business.

MR.RAKESH BIYANI, WHOLE TIME DIRECTOR

Rakish Biyani is a commerce graduate and has been actively involved in

category management; retail stores operations, IT and exports. He has been
instrumental in the implementation of the various new retail formats.

MR.VIJAY KUMER CHOPRA, INDEPENDENT DIRECTOR

V.K Chopra is a fellow member of The Institute of chartered Accountants of

India (ICAI) by profession and is a certified Associate of Indian Institute of
Bankers (CAIIB). His banking career spans over 31 years and he has served
senior management position in Central Bank of Commerce, SIDBI
Corporation Bank and SEBI.
 INTRODUCTION TO BIG BAZAAR

A chain of shopping malls in Indian currently with 31 outlets owned

by Kishore Biyani Pantaloon group.
Big Bazaar is not just hyper market.
Provides the best products at the best price.
Reflects the look and feel of Indian bazaars at their modern outlets.
Allover India, Big Bazaar attracts a few thousands customers on any
regular day.

BIG BAZAAR LOGO

BIG BAZAAR is se sasta aur accha kahin nahi

TYPE subsidiary of Pantaloon Group

FOUNDED 2001

HEAD QUARTERS Jogeshware, Mumbai, India

INDUSTRY retail

PRODUCTS department stores

PARENTS Future Group

WEBSITE http://www.bigbazaar.com
A LAYOUT CHART OF BIG BAZAAR LOCATED AT INDRALOK

LAYOUT INDEX

1. HELP DESK
2. KIDS ACCESSORIES
3. JACKETS
4. BABA SUITS
5. LADIES TOPS
6. TRIAL ROOM
7. PILLARS USED FOR DISPLAYING INFORMATION (SIZE
CHART, SECTION DESCRIPTION)
8. WOOLEN CLOTHS FOR KIDS
9. WINTER WEAR
10. KIDS CASUAL WEAR
11. KIDS JEANS AND SHORTS
12. INFANT SHIRTS AND T-SHIRTS
13. MEN ACCESSORIES SUNGLASSES, WRIST WATCHES ETC
14. SOFT TOYS
15. HOME DECORATIVE ITEMS
16. MUSIC COUNTER
17. LADIES ETHINIC
18. LADIES WESTERN
19. LADIES FORMALS(OFFICE WEAR)
20. LADIES ACCESSORIES LINGERIES
21. LADIES PERFUMERIES
 22. LADIES COSMETICS
23. LUGGAGE
24. FOOTWEAR
25. SPORTS
26. SCHEME BASED PROMOTIONAL ITEMS
27. CASH COUNTER
28. HOME FURNISHING (CURTAIN CLOTHS, CARPETS)
29. MEN FORMAL SHIRTS
30. MEN TROUSERS
31. MEN SUITS AND BLAZERS
32. MEN FABRICS
33. MEN ETHINICS

DESCRIPTION

HELP DESK As you can see from the layout, the Help Desk is
located in a place where everyone has their first sight that is in front of the
entrance. This shows that when a person enters in to big bazaar it can get all
information about the stores of big bazaar from the person sitting in the
help desk. Help Desk uses paging service as a tool for the convenience of
its employees and customers.

KIDS SECTION The kids section is located just at the left corner of
the entrance of big bazaar. In the kids section kids accessories like diapers,
trolleys, suckers, water bottles are available in one part. Kids jackets and
baba suits are available in another part. Kids casual wear (jeans and shorts)
are placed in one part of it and infant shirts & t-shirts are also placed in
another part. In this section the pillars are used for displaying information
like size chart and section description. The apparels are available at a price
of Rs59 onwards.

MENS SECTION Next to it is the mens section that is in the center.

It is divided in to five parts. At one part men formal shirts are available. In
other parts men trousers, suits and blazers, fabrics and ethnics are available
respectively. Here the price ranges from a minimum of Rs99 to Rs899.

LADIES SECTION Next to it is the ladies section that is in the

extreme right side. The ladies section is segregated in to seven parts. Ladies
section starts from ladies ethnics, ladies western wear, ladies formals (office
wear), ladies accessories lingeries, ladies perfumeries, and ladies
cosmetics respectively. Here the price of the apparel ranges from Rs99 to
Rs1000 approx.

PROMOTIONAL SCHEME With add on to the above products

there are various other products which are available with a promotional
scheme. The various products under this scheme includes girl t-shirts,
infant winter wear etc.

NON-PROMOTIONAL SCHEME There are various other

products available without any promotional scheme which includes jeans,
infant baba suits, infant t-shirts, kids night wear, kids salwar suits etc.

SPORTS STORE At the extreme corner there is a sports store where

various kinds of sport items are available.

Food Bazaar The food bazaar is in the 1st floor of the building.
Various kinds of food items, fruits and vegetables are available there.
Sitting arrangements are well made so that people can sit and take tea,
coffee or snacks or any other food item and can relax.

Cash Counter The cash counter is located just near the exit

PRODUCT LAYOUT CHART

GROUND FLOOR FIRST FLOOR

1. Ladies Western 1Fruits &Vegetables

2. Ladies Ethnic 2. Golden Items
3. Saree and Dress Materials 3. Ready to eat
4. Night wear/Lingerie 4. Ready to cook
5. Boys and Girls 5. Sweets& Fashion
6. Infants 6. Spices
7. Toys 7. Beverage
8. Mens Formals 8. Confectionaries
9. Mens Ethnic 9. Tea and Coffee
10. Mens Casuals 10.Personal Cars
11. Mens Accessories 11.Plastics
12. Mens Party 12.Utensils
13. Denim and T-shirts 13.Crockeries
14. Sportswear 14.Appliances
15. Footwear
16. Home Linen
17. Luggage
18. Sunglasses and Watches
CHAPTER-2
 INTRODUCTION TO
THE TOPIC

INTRODUCTION

Marketing is the moving and exciting activity in everybody

activities. The sellers, distributors, advertising agencies, consultants,
transporters, financers, store agencies and every one as a counter are part of
the marketing system. Any exchange process be it consumer, goods,
intermediary goods, services of ideas, comes under the preview of
marketing. It is very often regarded that the development of markets and
marketing is synonymous with the economic development of account.
Through marketing is an action discipline. In the ever-growing corporate
world, marketing is being regarded as a crucial element for the success of
an Enterprise.

The marketing discipline is undergoing fresh re appraisal in the light

of the vast global, technological, economic and social challenges facing
todays companies and countries. Marketing at its best is about value
creation and raising the worlds living standards. Todays winning
companies are those who succeed most in satisfying, indeed delighting their
target customers.

As quoted by P.P.Drucker Marketing is so basic that it cannot be

considered a separate function. It is whole business seen from the point of
view of its final result, that is, from the customers point of view. Business
success is not determined by the producer but by the customer.

Philip Kotler has therefore defined marketing as it is a social and

managerial process by which individuals and groups obtain what they need
and want through creating, offering and exchanging products of values with
others. Many Indian companies espouse a satisfied customer philosophy
and describe marketing as customer-satisfaction engineering. Since the
economy in this country has changed from a primary condition of scarcity
to gradual and steady stage of affluence, largely giving consumers the
opportunity to choose among many varied alternatives, satisfaction has
become a major concern of business.

INTRODUTION TO CONSUMER BEHAVIOR

One thing that we have in common is that we all are consumers. In

fact everybody in this world is a consumer. Every day of our life we are
buying and consuming an incredible variety of goods and services.
However, we all have different tastes, likes, dislikes, and adopt different
behavior patterns while making purchase decisions.

The term consumer behavior refers to the behavior that consumers

display in searching for purchasing using evaluation and disposing in
searching for purchasing using evaluating and disposing of products and
services that they exact will satisfy o how individuals make decisions to
send their available resources (time, money and effort) on consumption
related items. It includes the study of What they buy, Why they buy,
When they buy it, Where they buy it, how often they buy it and how
often they use.

DEFINITIONS

Consumer Behavior (or Buyer Behavior) is broadly defined by

various scholars & researchers as:

1. Its the behavior displayed by the consumers during the acquisition,

consumption and disposition of products, services, time and ideas by
decision making units.
2. It is the body of knowledge which studies various aspects of
purchase and consumption of products and services by individuals
with various social and psychological variables at play.
3. The behavior that the consumers display in searching for,
purchasing, using, evaluating and disposing of products and services
that they expect will satisfy their needs.
4. The process and activities people engage in when searching for,
selecting, purchasing, using, evaluating, and disposing of products
and services so as to satisfy their needs and desires.
5. The activities directly involved in obtaining, consuming, and
disposing of products and services, including the decision processes
that precede and follow these actions.
6. The American Marketing Association (AMA) defines consumer
behavior as The dynamic interaction of cognition, behavior &
environmental events by which human beings conduct the exchange
aspect of their lives.
 Consumer behavior is helpful in understanding the purchase
Behavior and preferences of different consumers. As consumers, we differ
in terms of sex age, education, occupation, income, Family setup, religion,
nationality and social status. Because of this different background factors,
have different needs and we have only buy those products and services,
which we think, will satisfy our needs.

A MODEL OF CONSUMER BEHAVIOUR:

A consumer decisions to purchase a particular product of service is

the result of complex interplay of a number of variables. The starting point
of the decision process is provided by the companys marketing stimuli in
the shape of product, promotion, and price and distribution strategy.
Consumer often purchases new products that are associated with a
favorable viewed brand name.

The term consumer behavior refers to the behavior that consumer

display in searching for purchasing, using, evaluating and disposing of
products and services that they expect will satisfy these needs. The study of
consumer behavior in the study of how individuals make decisions to spend
their available resources (time, money, effort) on consumption related
items. It includes the study of what they buy, why they buy, when
they buy, where they buy, how often they buy and how they use.

MODEL OF CONSUMER BEHAVIOUR

Marketing Other stimuli
stimuli

Product Economic
Price Technological
Place Political
Promotion cultural Consumer
Consumer ConsumerDecisions
Characteristics Decision
Process Product
Cultural Problem Choice
recognitionBrand
Social Information
Choice
DETAILED MODEL Personal Search Dealer
OF Psychological Evaluationchoice
Decision post
Purchasing
FACTORS
Purchase Timing
INFLUENCING
Behavior. Purchasing
CONSUMER
BEHAVIOR Amount

Cultur
al
Factors
Social
Factors
Culture
Referen Personal
ce Factors

Sub groups Age and Psycholo

Culture Life Cycle gical
Occupation
Family Factors
Economic
Motivation
Social Circumstances
Class Lifestyle Perception
Personality
Learning Buyers
Roles & and Self
Status Concept Beliefs and

Attitudes

CULTURAL FACTORS

CULTURE: Culture is the most fundamental determinant of a persons

wants and behavior like set of values, perceptions, preferences and
behaviors through his or her family member.

SUBCULTURE: social classes are relatively homogeneous and

enduring divisions in a society which are hierarchically ordered and whose
members shares similar Values, interest and behavior and social classes
includes upper class, middle class and lower class.

SOCIAL FACTORS

REFERENCES GROUPS: Reference groups consist of all the

groups that have a direct (face to face) and indirect influence on the peoples
altitude or behavior. This group to which the person, belongs and interacts.

PERSONAL FACTORS: A consumer decision also influenced by

personal characteristics notably the buyers age & life cycle stage,
occupation, economic circumstances, life style and personality and self
concept.

PSYCHOLOGICAL FACTORS

MOTIVATION: A person has many needs at any given time. Some

needs are biogenic. They arise from psychological states of tension such as
hunger, tryst and discomfort.

PERCEPTION: Perception is defined ass the process by which an

individual selects, organizes, intercepts, information, inputs to create a
meaningful picture of the world.

CONSUMER BEHAVIOUR

What is consumer behavior?

Activities people involved in when selecting, purchasing, and using

products so as to satisfy needs and desires. Consumer behavior involves the
psychological process that consumers go through in recognizing needs,
finding ways to solve these needs, making purchase decision (e.g., whether
or not to purchase a product and, if so, which brand and where), interpret
information, make plans, and implement these plans (e.g., by engaging in
comparison shopping or actually purchasing a products).

SOURCES OF INFLUENNCE OF THE CONSUMER:

The consumer faces numerous of influence. Often, we take cultural

influences for granted, but they are significant. An American will usually
not bargain with a storeowner. This, however, is common practice in much
of the world. Physical factors also influence our behavior. We are more
likely to buy a soft drink when we are thirsty. For example, and food
manufacturers have found that it is more effective to advertise their
products on radio in the late afternoon when people are getting hungry. A
persons self image will also tend to influence. What he/she will buy? An
upwardly mobile manager may buy a flashy car to project an image of
success. Social factors also influence what the consumers buy-often,
consumers seek to imitate others whom they Admire, and may buy the same
brands, the social environment can include both the mainstream culture
(e.g., Americans are more likely to have corn flakes/ham and eggs for brake
past than to have rice, which is preferred in many Asian countries) and a
sub culture (e.g., rap music often Appeals to a segment within the
population that seeks to distinguish itself from the main stream population).
Thus sneaker manufacturers are eager to have their products worn by
admired athletes. Finally, consumer behavior is influences by learning
you try a hamburger and learn that it satisfies your hunger and tastes good,
and the next time you are hungry, you may consider another hamburger.

DECISION-MAKING INVOLVE SEVERAL STEPS

 1. Need
recognition

5. Purchase
2. Information
evaluation
search

3. Evaluation of
4. Purchase
alternatives
decision

Problem recognition you realize that something is not as it should be.

Perhaps, for example, your car is getting more difficult to start and is not
accelerating well. Information search- what are some alternative ways of
solving the problem? You might buy a new car, buy a used car, take your
car in for repair, ride the bus, ride a taxi, or ride a skateboard to work.

A customer can obtain information from several sources:

Personal sources: family, friends, neighbors etc.

Commercial sources: advertising, sales forces retailers, dealers, packaging,

point-of sale displays.

Public sources: news papers, radio, television, consumer organizations,

special magazines.

Experimental sources: handling, examining, using the product

Internal and external search for information to make a decision

Internal search: Scan memory.

External search: shopping, personal sources, public media, advertisements

Evaluation of alternatives: A skateboard is inexpensive, but may be ill-

suited for long distances and for rainy days.

Purchase stage, and sometimes a post-purchase stage (e.g., you

return a product to the store because you did not find it satisfactory), in
reality, people may go back and forth between the stages. For example, a
person may resume alternative identification during while evaluating
already known alternatives.

The decision maker(s) have the power to determine issues such as:

Whether to buy?

Which product to buy?

Which brand to buy?

Where to buy it? And

When to buy?

Note, however, that the role of the decision maker is separate from
that of the purchaser. From the point of view of the marketer, this
introduces some problems since the purchaser. Can be targeted by point-of-
purchase (POP) marketing a effort that cannot be aimed at the decision
maker. Also note that the distinction between the, purchaser and decision
maker be somewhat blurred the decision maker may have to make a
substitution if the desired brand is not in stock, the purchaser may disregard
institutions (by error or deliberately).

BUYER BEHAVIOUR CULTURAL FACTORS

 Cultural factors have a significant impact on customer behavior.
Cultural is the most basic cause of a persons wants and behavior. Growing
up, children learn basic values, perception and wants from the family and
other important group. Marketing are always trying to spot cultural shift
which might point to new products that might be wanted by customer or to
increased demand. For example, the cultural shift towards greater concern
about health and fitness has created opportunities (and now industries)
servicing customers who wish to buy:

Low calorie foods

Health club memberships

Exercise equipment

Activity or health- related holidays etc.

Similarly the increased desire for leisure time has resulted in increased
demand for convenience product and service such as microwave ovens,
ready meals and direct marketing service businesses such as telephone
banking and insurance.

Each culture contains sub-cultures groups of people with shared values.

Sub-cultures can include nationalities, religions, racial groups, or group of
people sharing the same geographical location. Sometimes a sub-culture
will create a substantial and distinctive market segment of its own.

BUYER BEHAVIOUR SOCIAL FACTORS

A customers buying behavior is also influenced by social factor, such as

the group to which the customer belongs and social status. In a group,
several individuals may interact to influence the purchase decision. The
typical roles in such a group decision can be summarized as follows:
INITIATOR: the people who first suggest or think the idea of buying a
particular product or service.

INFLUENCE: a person whose view or advice influences the buying

decision.

DECIDER: the individual with the power and/or financial authority to

make the ultimate choice regarding which product to buy.

BUYER: The person who concludes the transaction.

USER: The person (persons) who actually uses the product or service.

INDIVIDUAL FACTORS THAT SHAPE BUYER

BEHAVIOUR PROCESS

HIGH INVOLVEMENT Extensive problem-solving (EPS)

LOW INVOLVEMENT Limited problem solving (LPS)

Reutilized response behavior (RRB)

The various purchase influence factors are as follows:

 Personal
Social Psychologic
Age and life
Cultural cycle stage
al
Reference
Motivation
Buyers
Culture groups

Sub culture Family Occupation Perception

Social culture Roles and Learning

status
Economic Beliefs and
situation attitudes

Life style

Personality
& self
CULTURAL FACTORS
concept

Cultural factors exert a broad and deep influence on consumer

behavior. The marketer needs to understand the role played by the buyers
culture, subculture, and social class.

CULTURE

The set of basic values, perceptions, wants, and behaviours learned

by a member of society from family and other important institutions,

SUBCULTURE

A group of people with shared value systems based on common life

experiences and situations.

SOCIAL CLASSES

Relatively permanent and ordered divisions in society whose

members share similar values, interests, and behaviors.
SOCIAL FACTORS

A consumers behavior also is influenced by social factors, such as

the consumers small groups, family, and social roles and status.

GROUPS

Two or more people who accomplish or interact individual or mutual

goals.

FAMILY

A family is a domestic group of people, or a number of domestic

groups linked through descent (demonstrated or stipulated) from blood
relation, marriage or adoption.

ROLES AND STATUS

A person belongs to many groups- family, clubs, organizations. The

persons position in each group can be defined in terms of both role and
status.

PERSONAL FACTORS

A buyers decisions also are influenced by personal characteristics

such as the buyers age and life cycle stage, Occupation, economic
situation, lifestyle, and personality and self-concept.

AGE AND LIFE-CYCLE STAGE

People change the goods and services they buy over their lifetimes.
Tastes and preferences changes as life-cycle go.
PERSONALITY AND SELF CONCEPT

A persons distinguishing psychological characteristics that lead to

relatively consisting and lasting responses to his or her own environment.

PSYCHOLOGICAL FACTORS

A persons buying choices are further influenced by four major

psychological factors: motivation, perception, learning, and attitudes.

MOTIVATION

A need that is sufficiently pressing to direct the person to seek

satisfaction of the need.

PERCEPTION

The processes by which people select, organize, and interpret

information to form a meaningful picture of the world.

LEARNING

Changes in an individuals behavior arise from experience.

BELIEFS AND ATTITUDES

A descriptive thought that a person holds about something is his/her

belief. A persons consistently favorable or in favorable evaluations,
feeling, and tendencies toward and object or idea is attitude.

The common tools used to conduct data analysis range from simple
cross tabulations and segmentation analysis to more sophisticated statistical
methods such as multivariate and logistic regression discriminates analysis
and cluster analysis. In the last few years, optimization tools and machine
learning algorithms such as neural networks and genetic algorithms have
also been used to perform advanced data analysis.

The study of consumers helps firms and organizations improve their

marketing strategies by understanding issues such as

The psychology of how consumers think, feel, rason, and select

between different alternatives (e.g., brands, products);
The psychology of how the consumer is influenced by his or her
environment (e.g., culture, family, signs, media);
The behavior of consumers while shopping or making other
marketing decisions;

Limitations in consumer knowledge or information processing abilities

influence decisions and marketing outcome;

How consumer motivation and decision strategies differ between

products that differ in their level of importance or interest that they entail
forth consumer; and How marketers can adapt and improve their marketing
campaigns and marketing strategies to more effectively reach the consumer.

Understanding these issues helps us adapt our strategies by taking

the consumer into consideration. For example, by understanding that a
number of different messages compete for our potential customers
attention, we learn that to be effective, advertisements must usually be
repeated extensively. We also learn that consumers will sometimes be
persuaded more by logical arguments, but at other times will be persuaded
more by emotional or symbolic appeals. By understanding the consumer,
we will be able to make a more informed decision as to which strategy to
employ.
 Behavior occurs either for the individual, or in the context of a group
(e.g., friends influence what kinds of clothes a person wears) or an
organization (people on the job make decisions as to which products
the firm should use).
Consumer behavior involves the use and disposal of products as well
as the study of how they are purchased. Product use is often of great
interest to the marketer, because this may influence how a product is
best positioned or how we can encourage increased consumption.
Since many environmental problems result from product disposal
(e.g., motor oil being sent into sewage systems to save the recycling
fee, or garbage piling up at landfills) this is also an area of interest.
Consumer behavior involves services and ideas as well as tangible
products.
The impact of consumer behavior on society is also of relevance.

NEED FOR THE STUDY:

Consumer behavior plays a major role for the growth of the

company in the modern market scenario. The basic idea of this study is to
find the consumer behavior towards Big Bazaar. The needs have to be
recognized and necessary steps have to be taken to make the changes.

India is growing rapidly and changes are dynamic. People are

changing, the preference and the demand is changing. The market also has
to change accordingly.

The purpose of consumer behavior is not only for retaining the

customers but also attracting new customers and increasing the sales also
creating and maintenance of brand awareness.

In this competitive market the level of consumer satisfaction decides

the success of any product and any company. The night consumers have to
be targeted and the right strategy should be implemented at the right time.
This will give the desired results.

OBJECTIVES OF THE STUDY:

The main objective is to determine the current consumer behavior levels

of the customers with regards to Big Bazaar.

To study and analyze consumer shopping behavior towards Big

Bazaar.

To assess the behavior level of different type of customers shopping

at Big Bazaar.

To identify what type of strategies are suitable for the company to

reach the targeted customers.

To find out the factors which influence the consumption of the

products in Big Bazaar.

To identify effective a advertising sources which are influencing

customer purchasing behavior at Big Bazaar.

To find out how the consumers spent their incomes, time on the
purchasing of the products.
 CHAPTER -3
RESEARCH
METHODOLOGY

RESEARCH METHODOLOGY

The survey technique is intended to secure one or more items of

information from a sample of respondents who are representatives of a
larger group. The information is recorded on a form known as
questionnaire. As data are gathered by asking questions from persons who
are believed to have desired information, the method is known as
questionnaire technique.

REASONS FOR WIDE USE OF THIS METHOD:

It can secure both quantitative and qualitative information directly

from the respondents.
It is the only method of directly measuring attitudes and motivations.
It is quite flexible in terms of the types of data to be sambaed, the

method of collection or the timing of research.

MEANING OF RESEARCH

According to D. Slessinger and M. Stephenson in the Encyclopedia

of social sciences define research as the manipulation of things, concepts
or symbols for the purpose of generalizing to extend, correct or verify
knowledge, whether that knowledge aids in construction of theory or in the
practice of an art.

TYPES OF RESEARCH

1. Exploratory Research,
2. Descriptive Research.

EXPLORATORY RESEARCH:

Exploratory research studies are also termed as formulate research

studies. The main purpose of such studies in that of formulating a problem
for more precise investigation or of developing the working hypothesis
forms an operational point of view.
DESCRIPTIVE RESEARCH:

Diagnostic Research studies determine the frequency with something

occurs or its association with something else.

In this project, information pertaining to customer needs satisfaction

and their demographic profile was collected; hence it is a descriptive
research.

1) PRIMARY DATA:

Primary sources of data are the data which needs the personal efforts of
collect it and which are not readily available.

Primary source of data are the other type of source through which the data
was collected.

FOLLOWING ARE FEW WAYS IN THE DATA

WERE COLLECTED:

QUESTIONNAIRES: It is the set of questions on a sheet of paper

was being given to fill it, bases on which the data was interpreted.

DIRECT INTERVIEWING: Direct interviewing involved the

process where I asked the questions directly to the customers and I got the
feedback.

2) SECONDARY DATA:
 Secondary sources are the other important sources through which
the data was collected.

These are the readily available sources of the data where one had
need not put much effort to collected, because it is already been collected
and part in an elderly manner by some researcher, experts and special.

The secondary sources helpful for the study were

Text books like marketing management research methodology

Advertisement and sales promotion etc.
Internet was made use for the collection of the data.
News papers were also referred.
Business magazines were referred.

3) SAMPLE SIZE:
By using judgment random sampling technique 100
respondents are selected for the purpose of the study.

4) PERIOD OF STUDY:
The study is undertaken in the duration of 34 day.
5) RESEARCH APPROACH:
The survey method was adopted for collected the primary data.
Survey research is systematic gathering of data from respondent
through questionnaire.

6) RESEARCH INSTRUMENT:
The data for this research study was collected by survey technic
using interview method guided by questionnaire.

7) COLLECTION OF DATA:
Questionnaire and personal interviews are the methods that I
have used for collecting the data.
 SCOPE OF THE STUDY
Big Bazaar as six branches in Hyderabad. My scope is limitation to one
Branch The scope of the study is to identify the consumer behavior
towards Big Bazaar. It is aimed at enlightening the company about
different steps to be taken up to increase the share of Big Bazaar with
regard other competitors and also to make the company to provide better
customer services.
The scope of the study is only confined to the area covered under
and only confined in studying about the consumer behavior towards Big
Bazaar.

LIMITATIONS:
Time has been a major constraint throughout the study as it has been
only for duration of 2 months.

As this survey was restricted to Hyderabad this cannot be stated as

an in depth research on this subject.

Enough care is taken in formulating the questionnaire, still some

errors may creep in.

The consumer behavior varies according to different products.

Quality verses price was not taken into the consideration.

The project is based on the interview methodology by a stared

questionnaire and the personal skills of the person undertaking the
project affect the results.
 CHAPTER-4
DATA ANALYSIS
INTERPRETATIONS
 CONSUMER BEHAVIOR QUESTIONAIRE

Q1. How do you come to know about Big Bazaar?

Promotion No. of Customers Percentage (%)

Advertisement 80 80
Colleagues references 12 12
Friends/Relatives references 4 4
Any other specify 4 4
Total 100 100

INTERPRETATION:

From the above study 80% of respondents from Advertisement, 12% of

respondents from Colleagues and 4% of respondents from
Friends/Relatives Remaining 4% of respondents from others.
Q2. How frequently do you visit Big Bizaar?

Particulars No. of Customers Percentage (%)

Once in a week 30 30
Twice in a week 43 43
Once in every 15 days 15 15
Once in a month 12 12
Total 100 100

INTERPRETATION:

From the above study,30% of respondents from once in a week,

43% of respondents from twice in a week and 15% of respondents from
every 15 days Remaining 12% of respondents from every month.

Q3. What is the main purpose of Purchase?

Particulars No. of respondents Percentage (%)

Personal usage/consumption 71 71
To Gift 19 19
Any other pl. Specify 10 10
Total 100 100

INTERPRETATION:

From the above table we can conclude that the major numbers of
respondents of 71% personal usage, 19% to gift and remaining 10% any
other.

Q4. Which category of products do you buy most at Big Bazaar?

Aspects No. of respondents Percentage

Food items 25 25
Clothes 33 33
Electronics 14 14
Furniture 18 18
Any other pl. Specify 10 10

Total 100 100

INTERPRITATION:

From the above study 25% of respondents from Food items, 33% of
respondents from Clothes and 14% of respondents from Electronics 18% of
respondents from furniture and 10% others.

Q5. You prefer to go in Big bazaar with?

particulars No. of respondents Percentage (%)

Family members 28 28
Spouse 13 13
Friends 55 55
Others 4 4
Total 100 100
INTERPRETATION:

From the above study 28% of respondents from Family, 13% of

respondents from Spouse and 55% of respondents from Friends and
remaining 4% are others.

Q6. Which mall you like the most in the city?

Particulars No. of respondents Percentage (%)

Big bazaar 72 72
Spencer 15 15
City central 12 12
Hyd central 1 1
Total 100 100
INTERPRETATION:

From the survey it is observed the 72% of respondents for Big Bazaar,
15% of respondents for Spencer, 12% of respondents for City central and
only 1% of respondents are had central.

Q7. What is the reason behind purchasing in Big Bazaar?

particulars No. of Respondents Percentage (%)

Goo satisfaction over 10 10
products
Reasonable prices 78 78
More offers 12 12
Any others 0 0
total 100 100
INTERPRETATION

From the study it is observed that 10% of respondents for Good

satisfaction over products, 78% of respondents for Reasonable prices, 12%
of respondents for more offers.

Q8. How do you rate the pricing of products at Big Bazaar?

Particulars No. of Respondents Percentage (%)

Expensive 09 09
Competitive 21 21
Affordable 36 36
Reasonable 34 34
Total 100 100
INTERPRETATION:

From the above study 09% of respondents from Expensive, 21% of

respondents from Competitive and 36% of respondents from Affordable
34% of respondents from Reasonable.

Q9. Why do you prefer to shop in Big Bazaar?

Particulars No. of respondents Percentage

Availability of adequate stock 16 16
Convenience of location and timing 21 21
Offers and discounts 36 36
Variety of products 27 27
Total 100 100
INTERPRETATION:

From the above study 16% of respondents from Availability of

adequate stock, 21% of respondents from Convenience of location and
timing, and 36% of respondents from offers and discounts, 27% of
respondents from variety of products.

10. what more facility would you like to get at Big Bazaar?

facilities No. of respondents Percentage (%)

Membership card 18 18
Discount card 53 53
Free parking offers 9 9
Lucky draw 20 20
Total 100 100
INTERPRETATION:

From the data specified, 18% of customers are interested in

membership card, whereas 9% are interested in parking offers, 20% are
interested in lucky draw but more than half are interested in discount card
i.e.53% by this we can say that most of the customers prefers to having
discount cards at Big Bazaar.

Q11. How often do you ask for Assistance from store staff in selecting
you purchase?

particulars No. of respondents Percentage (%)

Almost always 22 22
Frequently 30 30
Sometimes 40 40
Never 8 8
total 100 100
INTERPRETATION:

From the above data, we decide that 22% of the customers take
assistance from staff always, whereas 30% take help frequently, 40% have
take assistance sometimes, and 8% will not depend on others. From the
collected data, we can say that the manority of the customers take
assistance from the store staff sometimes.

Q12. How is your overall experience in Big Bazaar?

particulars No. of respondents Percentage (%)

Excellent 63 63
Good 27 27
Poor 10 10
Total 100 100
INTERPRETATION:

From the above data, we decide that 63%of the customers overall
experience in Big Bazaar is excellent, 27% of the customers overall
experience is Good and only 10% of customers overall experience is poor.
From this we can decide that , the overall customer satisfaction level is
good

Q13. Would you visit Big Bazaar again?

Particulars No. of respondents Percentage (%)

Sure 85 85
May be 12 12
Never 3 3
Total 100 100
INTERPRETATION:

From the above table we can conclude that the major numbers of
respondents 85% of the respondents say sure, 12% of the respondents say
May be, 3% of the respondents say Never.

Q14. Do you suggest any one to shop at Big Bazaar?

Particulars No. of respondents Percentage (%)

Yes 85 85
No 15 15
Total 100 100
INTERPRETATION:

From the above table we can conclude that the major numbers of
respondents Yes, 85%, which comprises of 15% of the No.

Q15. How do you suggest to Big Bazaar Management to making

present Big Bazaar to more attractive?

Particulars No. of respondents Percentage (%)

To maintain quality products 45 45
Reasonable prices 25 25
Giving more offers and 25 25
discounts
convenience 5 5
Total 100 100
INTERPRETATION:

From the study it is observed that 45% of respondents for To

maintain quality products, 25% of respondents Reasonable Prices, 10% of
respondents in Every month, 25% of respondents for Giving more of offers
and discounts, 5% respondents for convenience.

Q16. Mention your satisfaction level for following elements

1. Highly satisfied
2. Satisfied
3. Neither satisfied nor dissatisfied
4. Dissatisfied
5. Highly dissatisfied

Elements 1 2 3
4
1. Location ( ) ( ) ( )
( )
2. Operating time ( ) ( ) ( )
( )
3. Parking facility ( ) ( ) ( )
( )
4. Cleanness of store ( ) ( ) ( )
(
5. Spacious shop floor ( ) ( ) ( ) ( )
6. Easy to locate product ( ) ( ) ( )
( )
7. Quality product ( ) ( ) ( )
( )
8. promotion offers ( ) ( ) ( )
( )
9. price fo the product ( ) ( ) ( ) ( )
10. staff helpfulness ( ) ( ) ( )
( )
11. flexibility in payment
mode ( ) ( ) ( )
( )
12. return of value for
money ( ) ( ) ( ) ( )
 FINDINGS
SUGGESTIONS

From the responses of 100 customers the findings can be listed as:

As per the findings, all are having the awareness of Big Bazaar. We
can say that Big Bazaar have good place in the minds of the
customers.
As per the findings 60% of male customers are come to Big Bazaar
for shopping.
The customers who were mainly age guoup of 26- 35 years are
shopping at Big Bazaar.
It has been found that the Majority of the Respondents come to
know about the Big Bazaar through Friends/Relatives References
and Advertisements only. So we can say that the word of mouth and
advertisements are plays a very important role when customers
shopping at Big Bazaar.
 As per findings, Majority of the Respondents are visits Big Bazaar
twice in a week. By this, we can say that most of the customers are
coming to Big Bazaar regularly.
As per findings, Majority of the Respondents are purchasing for the
Purpose of Personal use/consumption only.
As per findings, Majority of the respondents are interested to
shopping at Clothes.
Most of customers are prefer to come to Big Bazaar with friends,
and customers are motivates by them at purchase.
Majority of the respondents are interested to visit Big Bazaar when
compare to other malls.
As per the findings, majority of the customers choose the Big Bazaar
for availability of products as well as reasonable prices.
Majority of the customers are rate for affordable pricing in Big
Bazaar.
As per findings, most of the customers prefer to shop in Big Bazaar
for offers & discounts.
As per findings, most of the respondents are taking assistance from
the store staff during purchase period. We can say that customers
take assistance from store staff when they shopping in Big Bazaar.
As per the findings, majority of the customers are satisfied with the
value of their money provided by Big Bazaar.
As per findings, overall experience of the respondents is found to be
Excellence as started by 12% of the Respondents, and Good by 60%
of the Respondents, Very few rated as poor.
As per findings, most of the customers opinion is to revisit the Big
Bazaar.
As per findings, Majority of the Respondents are recommended to
others for shopping in Big Bazaar.
As per findings, as much as 45% of the Respondents to suggest the
Big Bazaar to maintain good quality in products.
 RECOMMENDATIONS

RECOMMENDATIONS
An attempt has been made to suggest to the Big Bazaar a few measures.
These suggestions have been made within the preview of the data available.
1) The company must go for some more promotional activities rather
than TV, advertisement, hoarding and news papers.
2) The company has to conduct the periodical meetings with customers
and take their valuable suggestions.

3) The company may adopt policy of discounts cards and gifts to

customers while purchasing the products.

4) Innovative efforts must be launched to improve the position through

better marketing strategies.

5) Innovative packaging can give a company an advantage over

competitors.

6) The store staff should be trained adequately so as to convince the

Potential buyers, because his performance on jobs has great impact
on sale of a product.

7) Most of the customers belongs to age group of 17-27 years. So,

company has to concentrate more on those people to enhance the
sales.

8) Moreover, the company has to concentrate more on the customers of

age group of 28-37 years to enhance the sales.
 QUESTIONNAIRE
BIBLIOGRAPHY

QUESTIONNAIRE

Dear Respondent, as a part of research, a survey is taken up to study the

Consumer Behavior towards the Big Bazaar. Kindly provide the following
information.

Name: Location:

Age: Occupation:

Gender M/F: Education;

Income for month:

Q1) How did you come to know about Biz Bazaar?

a) Advertisement
b) Colleagues references
c) Friends/relatives references
d) Any other specify

Q2) How frequently do you visit Big Bazaar?

a) Once in a week
b) Twice in a week
c) Once in every 15 days
d) Once in a month

Q3) what is the main purpose of purchase?

a) Personal Usage / consumption

b) To Gift
c) Any other pl. Specify

Q4) Which category of Products do you buy most at Big bazaar?

a) Food items
b) Clothes
c) Electronics
d) Any other pl. Specify

Q5) You prefer to go in Big bazaar with

a) Family members
b) Spouse
c) Friends
d) Others

Q6) Which mall you like the most in the city

a) Big bazaar
b) Spencer
c) City central
d) Hyd central
Q7) What is the reason behind purchasing in Big Bazaar?

a) Good satisfaction over products

b) Reasonable prices
c) More offers
d) Any others

Q8) How do you rate the pricing of products at Big Bazaar?

a) Expensive
b) Competitive
c) Affordable
d) Reasonable

Q9) Why do you prefer to shop in Big Bazaar?

a) Availability of adequate stock

b) Convenience of location and timing
c) Offers and discounts
d) Variety of products

Q10) What more facility would you like to get at Big Bazaar?

a) Membership Card
b) Discount Card
c) Free packing Offers
d) Lucky draw Offer

Q11) How often do you ask for Assistance from store staff in selecting your
Purchase?

a) Almost Always
b) Frequently
c) Sometimes
d) Never

Q12) How is your overall experience in Big Bazaar?

 a) Excellent
b) Good
c) Poor

Q13) Would you visit Big Bazaar again?

a) Sure
b) May be
c) Never

Q14) Do you suggest any one to shop at Big Bazaar?

a) Yes
b) No

Q15) How, do you suggest to Big Bazaar management to making present

Big Bazaar to more attractive?

a) To maintain quality products

b) Reasonable prices
c) Giving more offers and discounts
d) Convenience

Q16) Please give your valuable suggestions regarding Big Bazaar over all
functioning_________________________________________________

Mention your satisfaction level for following elements

1) Highly satisfied
2) Satisfied
3) Neither satisfied nor dissatisfied
4) Dissatisfied

Elements 1 2 3
4
1. Location ( ) ( ) ( )
( )
2. Operating time ( ) ( ) ( )
( )
3. Parking facility ( ) ( ) ( )
( )
4. Cleanness of store ( ) ( ) ( )
(
5. Spacious shop floor ( ) ( ) ( ) ( )
6. Easy to locate product ( ) ( ) ( )
( )
7. Quality product ( ) ( ) ( )
( )
8. promotion offers ( ) ( ) ( )
( )
9. price fo the product ( ) ( ) ( ) ( )
10. staff helpfulness ( ) ( ) ( )
( )
11. flexibility in payment
mode ( ) ( ) ( )
( )
12. return of value for
money ( ) ( ) ( ) ( )
BIBLIOGRAPHY

Text Books

Consumer Behavior: Albert J. Dells Bittas

Consumer Behavior: David L. Loudon

Principles of Marketing: Philip Kotler

Marketing Management: Philip Kotler

Websites:

www.consumerbehavior.com

www.bigbazaar.com

www.panthalone.com

www.futuregroup.com