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Customer perception a study at Big Bazaar INTRODUCTION

Introduction to retail market:


Todays retail market is facing their toughest competition, that Big Bazaar can outperform the competition. If they can move from a product and sales philosophy to a marketing philosophy. The Big Bazaar can go about winning customers and outperforming competitors by performing a better job of meeting and perceiving customers needs. The ultimate success of any marketing programme depends upon how the customer behaves and weathers his/her behaviour is indicated of the acceptance of the product or service offering from the firms. Today even Big Bazaar is pouring in a lot of money for undertaking researches to have a better understanding of their customer perception. Marketing process begins with customers and ends with customers. care about purchase perception with the loyalty of the customer. Marketing is responsible for driving the rest of the Big Bazaar to be customers oriented and market drives customers care without them, the Big Bazaar ceases to exist. Plans must be laid to acquire and keep customer and because of many malls affect customer perception. Many of which lie outside the scope of marketing department such as delivery, reliability, sales process after sales service. Big Bazaar must work hard to ensure that it delivers as per customer expectations the service required by them. Customers expectations are increasing day by day in case of products life. Products, which are used for daily purpose, involves complex decision making. After sales, service is important in winning the confidence of the customer. Every customer wants to enjoy full benefits of a purchase over the excepted life of the product. perception is very important. RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS To ensure this, Big Bazaar effort towards customer It means

marketing process aims at delivering maximum perception to customer. In doing so, it takes

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Customer perception a study at Big Bazaar

INDUSTRY PROFILE
In India, the retail sector is the second largest employer after agriculture. The retailing sector in India is highly fragmented and consists of predominantly of small, independent, and owner-managed shops. The organised retail sector in India is only 2%. The Proportion of sales through organised retailing is estimated to increase to around 6% by 2010. There are some 12 million retail outlets in India; the retail business in India is expected to reach Rs.19069.3 billion by 2010. Over 50 of the Fortune 500 and 25 of the Asian top 200 companies are retailers.Retail is Indias largest industry; it contributes for over 10 per cent of the countrys GDP and around eight per cent of the employment. Retail industry in India is at the crossroads. It has emerged as one of the most dynamic and fast paced` industries with several players entering the market. But because of the heavy initial investments required, break even is difficult to achieve and many of these players have not tasted success so far. However, the future is promising; the market is growing, government policies are becoming more favorable and emerging technologies are facilitating opertaions.Retailing in India is gradually inching its way toward becoming the next boom industry. The whole concept of shopping has altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. Modern retail has entered India as seen in sprawling shopping centers, multi-storied malls and huge complexes offer shopping, entertainment and food all under one roof. The Indian retailing sector is at an inflection point where the growth of organized retailing and growth in the consumption by the Indian population is going to take a higher growth trajectory. The Indian population is witnessing a significant change in its demographics. A large young working population with median age of 24 years, nuclear families in urban areas, along with increasing working women population an emerging opportunities in the services sector are going to be the key growth drivers of the organized retail sector in India. According to this years Global Retail Development Index, India is positioned as the leading destination for retail investment. This followed from the saturation in eastern retail markets and we find big RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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western retilers like Wal-mart and Tesco entering into Indian market. Indias retail industry accounts for 10 perception a 8 percent at Big Bazaar Customerpercent of its GDP and study of the Employment to reach $17 billion by

2010. There are about 300 new malls, 1.500 supermarkets and 325 departmental stores being in the cities very soon. A shopping revolution is ushering in India where, a large population between 20-34 age groups in the urban regions is boosting demand by 11.1 percent in recent years to an Rs 23,308 purchasing power. This has resaulted in huge international retail investment and a more liberal FDI. India represents an economic opportunity on a massive scale, both as a global base and as a domestic market. Indian Retail sector consists of small family-owned stores, located in residential areas, with a shop floor of less than 500 square feet. At present the organized sector accounts for only 2 to 4% of the total market although this is expected to rise by 20% to 25% year on year basis. Retail growth in the coming five years is expected to be stronger than GDP growth, driven by changing lifestyles and by strong income growth, which in turn will be supported by favorable demographic patterns and the extent to which organized retailers succeed in reaching lower down scale to reach potential consumers towards the bottom of the consumer pyramid. Growing consumer credit will also help in boosting consumer demand. The structure of retailing will also develop rapidly. Shopping malls are becoming increasingly common in large cities, and announced development plans project at least 150 new shopping malls by 2012. The number of department stores is growing much faster than overall retail, at an annual 24%. Supermarkets have been taking an increasing share of general food and grocery trade over the last two decades. However, Distribution continues to imporve, but it still remains a major inefficiency. Poor quality of infrastructure, coupled with poor quality of the distrubtion sector, results in logistics costs that are very high as a proportion of GDP, and inventories, which have to be maintained at an unusually high level. Distribution and marketing is a huge cost in Indian consumer markets. Its a lot easier to cut manufacturing costs than it is to cut distribution and marketing costs. Also, government has relaxed regulatory controls on foreign direct RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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investment (FDI) considerably in recent years, while retailing currently remains closed top FDI. However, the Indian government has indicated in Bazaar Customer perception a study at Big 2005 that liberalization of direct investment retailing is under active consideration. It has allowed 51% FDI in Single Brand

Retail. The next cycle of change in Indian consumer markets will be the arrival of foreign players in consumer retailing. Although FDI remains highly restricted in retailing, most companies believe that will not be for long. Indian companies know Indian markets better, but foreign players will come in and challenge the locals by sheer cash power, the power to drive down prices. Indias vast middle class and its untapped market are the key attractions for the foreign players by changing lifestyle and strong income growth.

Retail reform
The government regulations allow 100 percent FDI in cash and carry through automatic route and 51 percent in single brand. Besides, the franchise route is available for big operators. Now, the Government also proposes further liberalization in the retail sector allowing 51 percent FDI in consumer electronics and sports goods.

The retail road ahead


The Indian retail market is estimated at US$ 350 billion. But organized retail is estimated at only US$ 8 billion. However, the opportunity is hugeby 2010, organized retail is expected to grow to US$ 22 billion. With the growth of organized retiling estimated at 40 percent (CAGR) over the next few years, Indian retiling is clearly at a tipping point. India is currently the ninth largest retail market in the world. And it is names of small towns like Dehardun, Vijayawada, Lucknow and Nasik that will power India up the ranking soon. The main competition for the organized retail industry which at this point of time is 2%-4% comes from the unorganized sector. But this scenario is going to change in the future. The existing players in the market such as LandMark, TATA group, Pantaloon group, RPG group are trying to strengthen thier market. Where as the new entrants like the Reliance group which is trying to enter the market in the most aggressive manner and the some others include the Bharti group with the tie up with the Wal-Mart. RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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As the markets open up for the multi brand retiling then the competition from the unorganized sector will reduce gradually and at Big Bazaar Customer perception a studythe competition among the organized sector will become intense. So in the coming years the retailing is going to drive the economy by

Providing employment in a huge magnitude and thus becoming the major contributor to the GDP of the country. As the western markets are saturated the big global players in retailing are eyeing India, for the other reasons such as growing middle class population and increasing awareness and other changes in the life styles and shopping patterns. At present all the formats are not yet being practicewd in full fledge, once the formats are defined and retailers rollover in full fledges then the patterns will evolve and will be practiced in a proper manner. So in the next five to seven years the industry is going to be intense as big players are entering and eyeing the huge untapped market.

Major Competitors:
1) RPG GroupSpencers 2) Reliance Retail 3) Vishal Group 4) Tata Group 5) Aditya Birla group Reliance Fresh is the retiul chain division of Relaince Industries of India which is headed by Mukesh Ambani. Reliance plans to invest Rs 25000 Crores in the next 4 years in their retail division and plans to begin retail stores in 784 cities across the country. The Reliance Fresh supermarket chain is RILs Rs 2500 crore venture and it plans to add more stores across different, and eventually have a pan- India footprint by year 2011. Vishal Mega Mart is a conglomerate encompassing 100 showroom in 67 cities / 20 states. RPG Group is planning to double its total retailing space from the existing level of 10 lakh sq.ft. Within the next 18 months. RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS
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Retailing encompasses the business activities involved in selling goods and services to consumers for perception a or household Big includes every sale to the final Customertheir personal, family, study at use. ItBazaar consumer.

Characteristics of retailing:
Retailing can be distinguished in various ways from other businesses such as manufacturing. Retailing differs from manufacturing in the following ways: There is direct end-user interaction in retailing. It is the only point in the value chain to provide a platform for promotions. Sales at the retail level are generally in smaller unit sizes. Location is a critical factor in retail business. In most retail businesses services are as important as core products. There are a larger numbers of retail units compared to other members of the value chain. This occurs primarily to meet the requirements of geographical coverage and population density.

For Effective Retail Marketing Strategy we need to focus on


Maintaining consistent branding across different channels. Optimizing the media mix. A Partner to support Marketing Strategies & promotions. Use of Effective Campaign Management Techniques. Managing the relationship with the customers. Increasing the brands share of usage within a household

Classification of Retail Operations: Ownership:RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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Independent Retailers Franchises

Chain Stores Customer perception a study at Big Bazaar

Level of Service:Types of Stores and Their Characteristics:Hypermarket:A hypermarket is a superstore which combines a supermarket and a department store. The result is a gigantic retail facility which carries an enormous range of products under one roof, including full lines of groceries and general merchandise. When they are planned, constructed, and executed correctly, a consumer can ideally satisfy all of his or her routine weekly shopping needs in one trip to the hypermarket. Hypermarkets, like other big-box stores, typically have business models focusing on high-volume, low-margin sales. Due to their large footprints a typical Wal-Mart Supercenter covers 150,000 square feet, a typical Carrefour 210,000 square feet and the need for many shoppers to carry large quantities of goods, many hypermarkets choose suburban or out-of-town locations that are easily accessible by automobile.

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Customer perception a study at Big Bazaar

Statement of the problem:


A Study on customer perception towards Big Bazaar
It is important for any company to know how customer perceives their products, service or the organization as a whole. The understanding of customers perception is a very difficult and vital task for the organization. If the organization makes an attempt to find the customer perception, it is easy to offer the service according to customers.

OBJECTIVES OF STUDY
1. To know the frequency of the customer visiting the stores 2. To understand the customer profile of Big Bazaar. 3. To know the factor influencing the customer purchase decision 4. To know the customer perception towards Big Bazaar 5. To know overall satisfaction of customer.

SCOPE OF STUDY
The scope of the study is limited only to the customers of Big Bazaar (Mysore road) This study helps to know the perception of customers towards Big Bazaar. The study helps to know the customer satisfaction level.

Period of study:

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The study was undertaken during the period of 2011 from 28thJanuary 2011 to 28 Feb. 2011, a total of 4 weeks. Customer perception a study at Big Bazaar

RESEARCH METHODOLOGY
The word method indicates the mode or the way of accomplishing an objective. The study was description type of research as it describes the current market situation.

Sampling:Sampling is simple process of learning about the population on the basis of a sample drawn from it. Thus, in sampling technique instead of every unit of universe only a part of universe is studied and the conclusions are drawn on the basis for the entire universe.

Sample design
In this study simple random sampling method is used to select the respondents. Simple random sampling refers to sampling technique in which each an every unit of the population has an equal opportunity of being related in the sample.

Sample size
The total sample size for the study was 100 respondents.

SOURCES OF DATA
There are two types of data collection methods that are being used in this research: RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS
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a) Primary data b) Secondary data Customer perception a study at Big Bazaar

Collection of primary data:


Primary data is that type of data which includes the first hand information which is being collected from the respondents through observation or through direct communication with respondents in one form or another or through personal interviews. In this research personal interviews were conducted to get primary data.

Collection of secondary data


The secondary data includes data from various external and internal sources of the organisation.

PLAN OF ACTION
Planning the study Devising the question and making the questionnaire Selecting the type of sample Using the questionnaire to obtain the information Organizing the data Making the finished tables and charts RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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Analyzing the findings

Customer perception a study at Big Bazaar


Tools for data collection
The tool used for collecting the data is a structured questionnaire.

Tools used for Analysis:


Percentage analysis Bar charts/pie chart

Limitation of the study:


The limitations of this research are: 1. The opinion of the respondent visiting the store may not represent the whole

population.
2.

Due to the limitation of time, it was unable to cover larger base of respondent

where in sample was limited. 3. The customer opinion might have been biased and may not represent the whole

population opinion.
4.

Most of the customer was busy in shopping they were reluctant to fill the

questionnaire.

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5. Analysis and interpretation of date obtained from the questionnaire was done on the assumption that the data given by the customer was correct and Customer perception a study at Big Bazaar honest.

Company profile

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai (Bombay), the company operates over 10 million square feet of retail space, has over 1000 stores across 61 cities in India and employs over 30,000 people. The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, bazaar and Star and a study at Big Bazaar Customer perceptionSitara. The company also operates an online portal, futurebazaar.com. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, 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 Retail Congress held in Barcelona. Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space. Pantaloon is not just an organization - it is an institution, a centre of learning & development. We believe that knowledge is the only weapon at our disposal and our quest for it is focused, systematic and unwavering. At Pantaloon, we take pride in challenging conventions and thinking out of the box, in travelling on the road less travelled. Our corporate doctrine Rewrite Rules, Retain Values is derived from this spirit. Over the years, the company has accelerated growth through its ability to lead change. A number of its pioneering concepts have now emerged as industry standards. For instance, the company integrated backwards into garment manufacturing even as it expanded its retail presence at the front end, well before

any other Indian retail company attempted this. It was the first to introduce the concept of the retail departmental store for the entire family through Pantaloons in 1997. The company was the first to launch a hypermarket in India with Big Bazaar, a large discount store that it commissioned in Kolkata in October 2001. And the company introduced the country to the Food Bazaar, a unique 'bazaar' within a hypermarket, which was launched in July 2002 in Mumbai. Embracing our leadership value, the company launched all in July 2005 in Mumbai, making us the first retailer in India to open a fashion store for plus size men and women. Today we are the fastest growing retail company in India. The number of stores is going to increase many folds year on year along with the new formats coming up. The way we work is distinctly "Pantaloon". Our courage to dream and to turn our dreams into reality that change peoples lives, is our biggest advantage. Pantaloon is an invitation to join a RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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place where there are no boundaries to what you can achieve. It means never having to stop asking questions; it means never having to stop at Big bar. It is an Customer perception a study raising the Bazaar opportunity to take risks, and it is this passion that makes our dreams a reality. Come enter a world where we promise you good days and bad days, but never a dull moment!

Future Group
Future Group is one of the countrys leading business groups present in retail, asset management, consumer finance, insurance, retail media, retail spaces and logistics. The groups flagship company, Pantaloon Retail (India) Limited operates over 10 million square feet of retail space, has over 1,000 stores and employs over 30,000 people. Future Group is present in 61 cities and 65 rural locations in India. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and online retail format, futurebazaar.com.Future Group companies includes, Future Capital Holdings, Future General India Indus League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling Co. Future Capital Holdings, the groups financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumerrelated brands and hotels. The groups joint venture partners include Italian insurance major, Generally, French retailer ETAM group, US-based stationary products retailer, Staples Inc

and UK-based Lee Cooper and India-based Talwalkars, Blue Foods and Liberty Shoes. Future Groups vision is to, deliver Everything, Everywhere, Every time to Every Indian Consumer in the most profitable manner. The group considers Indian-ness as a core value and its corporate credo is- Rewrite rules, Retain values.

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Customer perception a study at Big Bazaar

Mr. Kishore Biyani Managing Director (FUTURE GROUP)


Major Milestones/ Achievements

1987 Company incorporated as Mens Wear Private Limited. Launch of Pantaloons trouser, Indias first formal trouser brand. 1991 Launch of BARE, the Indian jeans brand. 1992 Initial public offer (IPO) was made in the month of May. 1994 The Pantaloon Shoppe exclusive menswear store in franchisee format launched across the nation. The company starts the distribution of branded garments through multi-

brand retail outlets across the nation. 1995 John Miller Formal shirt brand launched. RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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1997 Pantaloons Indias family store launched in Kolkata.

Customer perception a study at Indias Bazaar 2001 Big Bazaar, Is se sasta aur accha kahi nahin - Big first hypermarket chain
launched. 2002 Food Bazaar, the supermarket chain is launched. 2004 Central Shop, Eat, Celebrate in the Heart of Our City - Indias first seamless mall is launched in Bangalore. 2005 Fashion Station - the popular fashion chain is launched a LL a little larger exclusive stores for plus-size individuals is launched 2006 Future Capital Holdings, the companys financial arm launches real estate funds Kshitij and Horizon and private equity fund in division. Plans forays into insurance and consumer credit. Multiple retail formats including Collections, Furniture Bazaar, and Shoe Factory, E-Zone, Depot and futurebazaar.com are launched across the nation. Group enters into joint venture agreements with ETAM Group. 2007 Pantaloon Retail wins the International Retailer of the Year at US-based National Retail Federation convention in New York and Emerging Retailer of the Year award at the World Retail Congress held in Barcelona. 2008 Future Capital Holdings becomes the second group company to make a successful Initial Public Offering in the Indian capital markets. Big Bazaar crosses the 100-store mark, marking one of the fastest ever expansion of a hypermarket format anywhere in the world. Total operational retail space crosses 10 million square feet mark. 2009 CNBC Awaaz Consumer Awards 2009 Most Preferred Multi Product Chain - Big Bazaar Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar Images Fashion Forum 2009 Most Admired Fashion Group of the Year - Future Group

Most Admired Private Label - Pantaloons, the lifestyle format Critics Choice for Pioneering Effort in Retail Concept Creation - Central

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Coca-Cola Golden Spoon Awards 2009

Customer perception a study at Big Bazaar Most Admired Food & Grocery Retailer of the Year
Most Admired Food Court, Most Admired Food Professional

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Customer perception a study at Big Bazaar

Our culture

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

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New discoveries in retail

Customer perception a study at Big Bazaar


In the financial year 2006-07, the companys retail businesses discovered new categories across formats, new sets of consumers and fresher and contemporary merchandise. We have been able to offer more in the established businesses and gain favourable acceptance with new concepts. In addition, concerted expansion plans saw retail space increase to over 5.2 million square feet at the end of 2006-07. This expansion mode was characterized by a two pronged approach. By dominating the cities the company was already present in and by bringing the benefits of modern retail to towns and cities like Mangalore, Palakkad, Surat, Indore, Kanpur, Haldia, Agra, Coimbatore, Jaipur and Panipat. The company has also undertaken significant private label initiatives in food, in general merchandise and in the consumer durables and electronics Categories. Strategic alliances have also been forged with established domestic and international brands. However, the most significant development was the internal realignment the company undertook within each of its retail businesses. To embark on a more detailed approach towards value creation and increasing efficiency, the company reviewed its business operations and adopted a more focused approach by creating an integrated support unit or Line of Business.Augmenting the retail front-end team, Line of Business (Lob) units have been created in the three most critical businesses food, fashion and general merchandise. Formed during the second half of 2006-07 these business units focus on introducing optimum operational efficiencies. Thus, these units ensure that back end measures are appropriately taken care of and the right kind of merchandise reaches the stores in the best possible time, at the right price. These teams focus on product consolidation and suitability, margin improvement, and vendor rationalization, thereby ensuring that the

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sourcing benefits are made available to the front - end team. The companys efforts over the

Customer perception combination of expansion and process up gradation and next couple of years would entail a a study at Big Bazaar
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.

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Customer perception a study at Big Bazaar


Discovering fresh fashion

It was the first Pantaloons store in Kolkata that set off a chain of discoveries that have led us to where we are today. Ten years later, we have launched our largest Pantaloons store in Kankurgachi in Kolkata. Spread across 85,000 square feet, the store is the first among a series of large format stores that will be launched across the nation. After consolidating its Fresh Fashion positioning, Pantaloons embarked on a major expansion during the year 200607. In 8 cities, 11 Pantaloons stores were opened with 7 of them opening in the single month of March 2007. The total count of Pantaloons stores as on 30th June 2007 stood at 31 with the total area under retail close to 1 million square feet. In order to maintain the top of the mind association with fashion in India, Pantaloons continued to be the title sponsor for the Femina Miss India 2007 pageant. In addition, Bipasha Basu and Zayed Khan were roped in as brand ambassadors in the month of August 2006. The success of this initiative was evident in the increased sales for the Haldi Gulal range as well as the Svayam Utsav summer collection that were endorsed by Bipasha and Zayed. The private label apparel share during the year was in excess of 70 percent. The year also witnessed categories like Winter-wear and Ethnic Ladies-wear strengthening their presence in the stores. The increasing success of

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Customer is evident from the fact that the stores loyalty programme, the store brand perception a study at Big Bazaar

Green Card,

added 200,000 new members.Pantaloons will see a significant expansion during the coming year with an increase of nearly 0.50 million square feet of retail space and an addition of about 15 stores. Pantaloons will look at dominating cities where it has a first entrant advantage and will scale up sizeably with larger stores, additional categories and retail formats. The year 2007-08 will witness considerable focus in the North and East regions. Delhi and the NCR area along with Punjab, Chandigarh and Ludhiana will see the next stage of expansion. Cities like Ranchi, Guwahati and Siliguri in the East will also discover Fresh Fashion.

Discovering more value

In 2006-2007, more Indians discovered the value of shopping in Big Bazaar. And with the launch of each store, we discovered more value in terms of operational efficiency. Big Bazaar launched 27 new stores in 22 cities, covering over 1.40 million square feet. As of June 2007, there were 56 Big Bazaar stores across 43 cities. While Big Bazaar continued to expand in the large cities, it also tapped consumption potential in smaller cities like Agra, Allahabad, Coimbatore, Surat, Panipat, Palakkad, Kanpur and Kolhapur.The year under review also witnessed realigning of business teams with shared Experience in category management, sourcing, front-end operations and business planning. In addition, separate

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Customer perception aall aspects of new store launches and to manage mature teams have been formed to look into study at Big Bazaar
stores. This provides more flexibility and focus in expansion plans. The increase in SKUs in existing categories and the introduction of new categories encouraged the opening of larger stores or Super Centres, measuring 100,000 square feet or more. There are now 5 Big Bazaar Super Centres. Considering this scale of expansion, technology plays a significant facilitating role. The introduction of SAP in 2005-06 and its 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 2008, and the opening of the 100th Big Bazaar store will mark the fastest ever expansion by a hypermarket format.

Discovering the new consumer

Based on the companys in-house consumer data and research, and in cognizance with observations on customer movements and the shopping convenience factor, Food Bazaar has initiated certain refurbishments and layout design across all stores. The intention is to continuously change with the times and demands of the evolving Indian consumer. Food Bazaar also witnessed healthy expansion during the year 2006-07, making its presence felt in nearly 26 cities and adding 40 stores during the year under review. The total count of Food RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS
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Customer perception a study at Big Bazaar


Bazaars as on 30th June 2007 stood at 86 stores. The year under review witnessed the companys private label programme gaining significant traction. The brands have been very competitive vis--vis the established brands in quality and price terms, and have in fact scored better than national or international players in certain categories. The shares of private labels as a percentage of total Food Bazaar revenues has increased significantly and comprise nearly 50 merchandise categories.While Fresh & Pure brand entered categories like cheese slices, frozen peas, honey, packaged drinking water and packaged tea, the Tasty Treat brand received a very favourable response in new categories like namkeens and wafers. In the home care category, Caremate launched aluminium foil and baby diapers while 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 multi-packs and bulk packs of a select range of fast moving categories and caters to price sensitive customers and smaller retailers. The company has also forged tie-ups with established companies like ITC, Adanis, DCM Group, USAID and other farm groups in Maharashtra and Madhya Pradesh to source directly from them. These alliances are expected to drive efficiencies as well as bring better products to consumers. By the end of FY 07-08, the total number of Food Bazaar stores is expected to be 200. Future ideas Discovering new opportunities

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Customer perception a study at Big Bazaar

Future Ideas is the Innovation, Design & Incubation cell within Pantaloon Retail that stems from the core proposition - Protecting and preserving the soul of a small business or enterprise within a large organisation. Future Ideas deals with the whole aspect of idea creation, scenario planning activities, alternate approaches to an issue, providing varied outcomes and solutions to a problem and handholding the activity till its success parameters are satisfied. A unique initiative in corporate India, Future Ideas rests on a tripod that can be classified as Innovation driven, Design Management approach and an Incubation chamber, each with its own uniqueness, yet with common objectives. The Design Management team looks at each observation made by the Innovation team, and brainstorms by using a collaborative and holistic approach. The resultant ideas are then nurtured within the Incubation cell. The Incubation team comprises of business teams, mentored by the Innovation and Design teams. They are people who are released from their original businesses or concepts and made part of the entire ideation process at Future Ideas. They remain at Future Ideas till project completion stage when the success parameters for running the business are met.Future Ideas draws inspiration for most of its activities and projects, keeping in mind the new genre of inspirational Indians. At any point of time Future Ideas would work on about 20 varied projects within the Future Group. Some of the formats that are now being incubated by this team include Top10, Depot, Star & Sitara and Talwalkars Fit & Active. The team is also working on ideas around small format no-frills stores, rural retailing, and fashion for the masses and on projects involving women and self-help groups. Discovering new segments

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Customer perception a study at Big Bazaar

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, colourful 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 cutins. Along with its expansion in major cities, Depot debuted in smaller towns like Rajkot, Vadodara, Haldia, Thrissur, Palakkad and Tiruvanantharam. The Depot Exclusives (released solely 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 co-publish a series of toddlers interactive books. In FY 2007-08, the total Depot footprint should cross over 100 stores. The Health, Beauty & Wellness business opened 35 new outlets in the beauty products, services and holistic health care formats Multiple formats operate in this segment, including Tulsi, the pharmacy chain and Star & Sitara, the beauty products cut-ins and Star & Sitara Salons. The largest format, Beauty Free offers unique combination of products, services and holistic health offerings.To capture the increasing consumption spend on wellness and preventive health care, the joint venture between Pantaloon Retail (I) Limited and Talwalkar Better Value Fitness opened its first Talwalkars Fit & Active health centre at Orchid City Centre, Mumbai in April 2007. Spread over 5,200 square feet, it is the countrys first health centre to offer health, fitness and gym services within a modern retail and consumption environment.The venture is also looking at innovative value added offerings in the fitness space as well as developing a Spa model for RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS
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the Fit & Active brand across the country, by increasing its presence to nearly 50 such centres in the near future. Customer perception a study at Big Bazaar Human Resources Discovering talent diversity The company strongly believes that its sustainable competitive advantage lies in the values that it cherishes the culture that it imbibes and spirit of enterprise that resides within the organization. Talent management therefore continues to be the core focus for the company. Considering the Multiple businesses and rapid expansion expected across the business, the

company saw merit in taking a fresh guard to the way in which business would run in order to meet the next leg of expansions. During the year 2006-07, the company conducted an extensive review of in-house talent management, which involved mapping every managerial position in the organization for their skill sets, competence and attitudinal aspects as well as taking an inventory check of the existing talent base and addressing their development needs. Development Centres were created with in-house assessors, which further aided in identifying potential resources and helped chalk out post assessment development plans. Continuing with its policy of strategic alliances, the company is collaborating on joint degree programs with 15 management schools, design institutes and institutes of higher learning in areas like food business, supply chain management, design experience management etc. This Seekho programme for external and internal candidates has ensured a steady stream of mid level, well trained retail professionals every year.The companys Gurukool programme provides the front-end employees an opportunity to imbibe the companys values and a sense of ownership to the company. The company has also created an Employee Growth Trust Fund that was launched during the last financial year for the senior management. Equal Opportunity The company believes that in order to build a sustainable business environment, the composition of its talent base needs to reflect the diversity that exists in our country and among its customers. Therefore the company ensures that the proportional representation of different communities in the Indian population is mirrored in its employee profile. The RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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majority of employees in the company come from socially and economically marginalized sections of the society. Close to 46% the employees in the organization Customer perception aofstudy at Big Bazaar are women and the average age within the organization is 27 years.The effectiveness of its talent management initiatives is reflected in the fact that the annual rate of attrition is 8.12%, much below industry levels. The company plans to strengthen its employee platform to about 30,000 people by FY 08, from nearly 18,000 people as on FY 07.

Human Resource Initiatives Pantaloon Retail believes that one of its sustainable competitive advantages will continue to be the people who are part of the organization. Being in service industry, the Company Places a lot of focus is placed on attracting, and training, incentivising and retaining talent. The vision is "To provide an environment that creates happy people who have a meaningful life and add value to business and society." With over 18000 employees at an average age of 27 years, the Company prides itself on being a young and energetic organization, driven through the 'The Pantaloon People Management System'. This is Built on 5 pillars of people based growth, namely - Culture Building, Performance Management through Balanced Scorecard, People Processes, Management Processes and Leadership Brilliance. Training A competent Learning & Development Team is responsible for training employees at all the levels across the country, focusing on primary and secondary research into various aspects of retail and assessment of training needs across Knowledge, Skills & Attitude areas. The emphasis is on creating product and process knowledge through well defined programs like Praarambh and Parikrama. For the critical front line staff, the Company's unique outbound residential training program Gurukool focuses on integrating the mind, body and soul and brings about measurable attitudinal and behavioural changes.The program has covered nearly 4,500 employees. The SMILE initiative for training of new Store Manager's has been created and disseminated to over 100 store managers by this team RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS
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Group Vision

Customer perceptionEverything, Everywhere, Bazaar for Every Indian Future Group shall deliver a study at Big Every time
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 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. Flow: To respect and understand the universal laws of nature.

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Customer perception a study at Big Bazaar

ANALYSIS OF DATA
Table No.1.1:-Showing classification of respondents based on which source they Come to know about Big Bazaar. Particulars News papers. Magazines. Friends/word of mouth Internet Other Total No of respondent 49 10 25 3 13 100 % Of Respondent 49 10 25 3 13 100

Analysis:From the above table it is clear that majority of the respondents came to know about Big Bazaar with the help of News Papers. This shows that Big Bazaar is giving importance for advertisement to attract customers. Chart-1.1:-Respondents based on which sources they come to know about Big Bazaar:RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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Customer perception a study at Big Bazaar

Table No 1.2:- Showing frequency of customer visiting stores Particulars Twice in a week Once in a week Once in a fortnight Once in a month Special occasion First time Total No of respondent 13 18 22 17 24 06 100 % Of Respondent 13 18 22 17 24 06 100

Analysis:From the above table maximum no. of respondents visited the stores in special occasion. This shows that Big Bazaar is giving discounts or offers during festivals and public holidays. Chart-1.2:-Frequency of customer visit Big Bazaar:-

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Customer perception a study at Big Bazaar

Table No1.3:- Showing classification of customers with whom they would like to shop. Particulars Alone with friends With family With spouse Any others No of respondent 12 38 44 06 00 % Of Respondent 12 38 44 06 00

Analysis:From the above table it is found that majority of respondents like to do shopping in Big Bazaar with family rather than visiting with friends. This shows that they are maintaining good environment. Chart-1.3: showing the customers with whom they would like shop:-

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Customer perception a study at Big Bazaar

Table No 1.4:- showing classification of respondents based on distance from Big Bazaar to their residence. Particulars Less than 1km 1-3 Km 3-5 Km More Than 5 Km Total No of respondent 10 38 43 09 100 % Of Respondent 10 38 43 09 100

Analysis:From the above table it shows that majority of respondents have their residence near to Big Bazaar. So they are visiting frequently and get all the products in one place.

Chart-1.4:-The respondents based on distance from Big Bazaar to their residence:-

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Customer perception a study at Big Bazaar

Table No 1.5:- Showing opinion of respondent about prices of products in big bazaar when compared to other retail stores. Particulars High Affordable Low Total No of respondent 46 39 15 100 % of respondent 46 39 15 100

Analysis:From the above table it is clear that maximum no.of respondents said that the price of products in Big Bazaar is high when compared to other retail stores. Chart-1.5:-The opinion of respondent about prices of products in big bazaar when compared to other retail stores.

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Customer perception a study at Big Bazaar

Hence majority of customers have the favourable opinion towards Big Bazaar prices.

Table No1.6:-Showing no of respondents rate the product quality of big bazaar when compared to other retail stores Particulars 5 4 3 2 1 Total No of respondent 8 25 51 10 6 100 % of respondent 8 25 51 10 6 100

Analysis:From the above table it is said that more no. of respondents experienced that quality of products in Big Bazaar is average when compared to other retail stores. Chart-1.6:-No of respondents rate the product quality of big bazaar when compared to other retail stores:

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Customer perception a study at Big Bazaar

Table No1.7:-Showing comparison of brand big bazaar with other retail stores Particulars Value for money Quality of products Wide variety of product Good shopping experience Any other Total No of respondent 26 12 37 14 1 100 % of respondent 26 12 37 14 1 100

Analysis:From the above table it is clear that majority of respondents said that wide variety of products are more when compared to other retail stores. This shows that Big Bazaar is giving importance to more number of brands when compared to other retail stores. Chart-1.7:-Comparison of brand big bazaar with other retail stores:

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Customer perception a study at Big Bazaar

Table No 1.8:-Showing opinion about discount offered by the Big Bazaar when compared to other retailers. Particulars Very good Good Fair Satisfied Bad Total No of respondent 5 34 55 6 00 100 % of respondent 5 34 55 6 00 100

Analysis:
From the above table it shows that maximum number of respondents said the discount offered by Big Bazaar was fair when compared to other retailers. This shows that Big Bazaar is giving importance to price to attract customers. Chart-1.8:-Opinion about discount offered by the Big Bazaar when compared to other retailers:-

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Customer perception a study at Big Bazaar

Table No 1.9:- Showing no of respondent purchasing product in Big Bazaar. Particulars Apparels &Accessories Food & Beverages Home durables Electronic goods Personal care &Cosmetics All of the above Total No of respondent 21 31 8 24 10 6 100 % of respondent 21 31 8 24 10 6 100

Analysis:From the above table it is clear that majority of respondents said food and beverages were purchased more when compared to other item. This shows that Big Bazaar is giving importance to food and beverages when compared to other items.

Chart-1.9:-No of respondent purchasing product in Big Bazaar:

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Customer perception a study at Big Bazaar

Table No 2:-Showing no of respondent are satisfied with the billing system of big bazaar. Particulars Yes No Need to be improved Total No of respondent 56 14 30 100 % of respondent 56 14 30 100

Analysis:
From the above table it shows that maximum number of respondents said that the billing system of Big Bazaar is satisfied but it needs to be improvement. Billing counter should be increased. Chart-2:- No of respondent are satisfied with the billing system of big bazaar:RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS
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Customer perception a study at Big Bazaar

Table No 2.1:-Showing composition of factors in which they will shop in big bazaar Particulars Availability of products Convenience of location Shopping experience Reasonable price Parking facility Other Total No of respondent 40 14 18 25 3 00 100 % of respondent 40 14 18 25 3 00 100

Analysis:From the above table it shows that majority of respondents said that the availability of products is more when compared to other composition. This shows that they are giving more importance for products rather than location, price and parking facility. Chart-2.1:-Composition of factors in which they will shop in big bazaar:-

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Customer perception a study at Big Bazaar

Table No 2.2:- Showing composition of factors influencing the respondent purchasing decision. Particulars Price Quality Brand Usage Any other Total No of respondent 23 30 22 25 00 100 % of respondent 23 30 22 25 00 100

Analysis:From the above table it is clear that maximum number of respondents said that the quality of products is good when it comes to the matter of purchasing decision. This shows that product quality is tested and other factors are not justified. Chart-2.3:-Composition of factors influencing the respondent purchasing decision:-

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Customer perception a study at Big Bazaar

Table No 2.3:- Showing no of respondent satisfied with service of a big bazaar. Particulars 5 4 3 2 1 Total No of respondent 3 29 42 16 10 100 % of respondent 3 29 42 16 10 100

Analysis:From the above table it is clear that majority of the respondents are highly satisfied with the service provided by Big Bazaar. This shows that Big Bazaar is providing good service.

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Chart-2.3:-No of respondent satisfied with service of a big bazaar:-

Customer perception a study at Big Bazaar

Table No 2.4:- Showing classification of respondent no the basis of age group. Particulars Less than 20 years 20 to 30 years 30 to 40 years Above 40 years Total No of respondent 3 59 28 10 100 % of respondent 3 59 28 10 100

Analysis:
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From the above table it is said that the maximum number of respondents come to visit Big Bazaar perception a This shows that average aged peoples are aware Customer are all at the of 20-30.study at Big Bazaar of Big Bazaar products and discounts when compared to others. Chart-2.4:-Classification of respondent on the basis of age group:-

Table No 2.5:- Showing composition of respondent gender. Particulars Male Female Total No of respondent 60 40 100 % of respondent 60 40 100

Analysis:-

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From the above table it is clear that majority of them are males visiting Big Bazaar when compared perception a study at Big Bazaar Customer to ladies. This shows that males are interested to do shopping in this retail store may be due to price discounts. Chart-2.5:-Composition of respondent gender:-

Table No 2.6:-Showing composition of marital status of the respondent. Particulars Single Married Total No of respondent 58 42 100 % of respondent 58 42 100

Analysis:-

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From the above table it shows that maximum number of respondents visiting Big Bazaar is unmarried. This shows that study at Big willing to Customer perception a unmarried persons areBazaardo shopping may be due to the availability of variety of brands in all products.
Chart-2.6:- Composition of marital status of the respondent:-

Table No 2.7:-showing composition of respondent occupation Particulars Student Professional Business man Home maker Govt employee Other Total No of respondent 33 28 21 7 7 4 100 % of respondent 33 28 21 7 7 4 100

Analysis:-

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From the above table it shows that majority of respondents visiting big bazaar are students when compared to professionals, and others. This Bazaar Customer perception a study at Bigshows that students are aware about this retail store when compared to others. Chart 2.7:-Composition of respondent occupation:-

Table No 2.8:- Showing composition on annual income of respondent Particulars Less than 15000 1.5 lakh-3 lakh 3lakh-5 lakh More than 5 lakh None Total No of respondent 23 30 14 3 30 100 % of respondent 23 30 14 3 30 100

Analysis:-

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From the above table it is clear that majority of respondents annual income is 1.53 lakh.This shows that middle income study at Big Bazaar Customer perception a group people are willing to do shopping in Big Bazaar. Chart 2.8:-Composition on annual income of respondent:-

FINDINGS FROM THE STUDY

Majority of the respondents felt that the billing system needs to be

improved, as during weekends and in other occasions it takes a very long time for the customers to complete the billing procedures.

Majority of respondents felt that the parking facility was not enough during

the weekends and during other festive seasons. Some of the respondents also raised thier concern regarding the

arrangement of the products within the product category, some respondents found

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it difficult to find the products which they require immediately, it took a lot of time for them perception a study they required. Customer to search for the products which at Big Bazaar Some respondents did not find much space to shop during the weekends

and in other festive seasons because the store will be crowded during these periods. So respondents found it uncomfortable to shop during the weekends and festive seasons.

Some of the respondents also raised their concern regarding the seating

arrangement; drinking water facility priority should be given towards these issues. Majority of the respondent are asking about the branded products, the store

does not have so much of branded products.

CONCLUSION
The overall perception of the BIG BAZAAR store is good except in some areas like billing system during the festival time, proper arrangements of the products, parking facility and seating arrangement. The target customer for the BIG BAZAAR is the middle class segment is growing due to high disposal income. Customers found the prices are affordable with a good variety of the products available less than one roof.

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Customers responded positively to the promotions offered at the store, with the sales during the weekends and festive seasons picking at Big The quality Customer perception a study up nicely. Bazaar of the products offered at the store was also very well accepted by the customers. Reasonable price of the products at the store is the driving factor for the customers to shop in the store. Most of the customers found it convenient to visit the store once in a week. So we can conclude that the overall perception of the customers towards the store is positive and are satisfied with the way the store is well managed.

SUGGESTIONS

The problem of the billing system comes into picture during the weekends and

during the festive seasons, where in it takes a lot of time for the customers to complete the billing processors. So the store should take certain steps where the customers without any difficulty pays the bill and comes out of the queue as soon as possible. For this the store RR COLLEGE OF MANAGEMENT STUDIES AND COMPUTER APPLICATIONS

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can give priority for the customers whose purchases are bulky and allow that customer to come out of the perception a study at Big Bazaar Customer queue as soon as possible because of the balk purchases made by those customers. In this way by introducing certain flexibility the problems can be reduced. Some customers in the store finds it difficult to get the products within the product

category, this consumes the time of the customers. So the store should properly arrange the products, so that the customer finds it easy to pick up the product. So the store should involve itself in proper arrangement and trimming up of the products.

During the festive seasons and weekends the store will be too crowded and

customers do not find it comfortable to shop. So it is important that there will be smooth flow of the customers within the store and the customer finds it easy to shop during this period. For this reason the store can convey the benefits of visiting the store during the off season to the customer. The same strategy can be used by the store to reduce the problem of parking during the weekends and festivals.

The sales personnel in the store also play a very vital role in influencing the

customer perception towards the store. As sales people in the store are the one who face the customers and interact with them on a consistent basis they should possess good knowledge about the products in which they are involved in selling and make sure that they behave in a right way with the customers.

The store should not focus only on one or two areas to imporve the customer

perception towards the store instead the organization should involve itself in improving the overall customer perception of the store. The tidiness of the store also helps in enhancing the image of the store. The

employees should make sure that the floors of the store are clean and no dust should be found on the products. These small things should be taken care of regularly and should not be ignored thinking that these are small things.

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The ambience within the store also plays a very important role in influencing the

customer perception towards the store. The ambience, such as the lighting Customer perception a study at Big Bazaar in the store, the music that is being played etc., should be taken care of. Good ambience for shopping improves the customer perception.

The store does not have facility such as star sitar, food court, etc., and

entertainment for childrens. These facilities are very important to attract all ages of customer. One bad instance in the store can disappoint the customers. So the employees in

the store should make sure that, no bad instance is faced by the customers while shopping. Practicing this enhances the customer perception towards the store. Last and not the least all the employees should work as a team to provide a better

shopping experience to the customers. At the end of the day what counts is , what is that the customers have taken away from the store. So all the employees should work as a team and provide a good service to the customers so that the customers visit the store frequently.

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