A Study On Customer Service With Reference To Big Bazaar, Banglore 3s1j1y

Internship Report on “A study on Customer Service With Reference to Big Bazaar, Bangalore” BY Kiran M C (4PM12MBA16)

Submitted to VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM

In partial fulfillment of the requirements for the award of the Degree of

MASTER OF BUSINESS ISTRATION Under the guidance of Internal Guide Mr. D M Arvind Mallik Asst. Professor P G Dept. of Management Studies & Research Centre

External Guide Mr. Kaviyarasu R People Officer, HR

Jayanagar, Bangalore.

P.G. Department of Management Studies and Research Centre PES INSTITUTE OF TECHNOLOGY AND MANAGEMENT NH -206, Sagar Road, Shivamogga – 577 204 July 2014

PES Institute of Technology & Management N H N H 206, Sagar Road, Shivamogga - 577 204 (Karnataka) d to Visvesvaraya Technological University, Belgaum Approved by A.I.C.T.E., Recognised by Govt. of Karnataka

Ph. : 08182 233795 / 96, 290144 (Direct) Fax : 08182 233797, 233793 (Direct) Website : www.pesshivamogga.org

CERTIFICATE This is to certify that Mr. Kiran M C (4PM12MBA16), is a 4th Semester student of Master of Business istration, P.G Department of Management Studies and Research Centre, PESITM, Shivamogga (2012-2014), d to Visvesvaraya Technological University, Belgaum. Internship report on

“A Study on Customer Service With

Refernce to Big bazaar, Bangalore” is prepared by him under the guidance of Mr. D M Arvind Mallik, in partial fulfillment of requirement for the award of the degree of Master of Business istration of Visvesvaraya Technological University, Belgaum.

Mr. D M Arvind Mallik Asst. professor Internal Guide

Dr.R.Nagaraja Prof & HOD. PGDMS & RC

Dr. Ashok Kumar. T Principal, PESITM

EXTERNAL EXAMINERS [1]

[2]

Signature:…………….........

Signature:…………….........

Name:………………………

Name:……………………...

Institution:…………………

Institution:………………

DECLARATION I, Kiran M C, hereby declare that the Internship report entitled “A Study on Customer Service with Reference to Big Bazaar, Bangalore” prepared by me under the guidance of Mr. D M Arvind Mallik, faculty of M B A Department, PESITM, Shivamogga and external assistance by Mr. Kaviyarasu R, People officer HR, Big Bazaar. I also declare that this Internship work is toward the partial fulfillment of the university regulation for the university regulation for the award of degree of Master of Business istration by Visvesvaraya Technological University, Belgaum. I have undergone a summer project for a period of Twelve weeks. I further declare that this project is based on the original study undertaken by me and has not been submitted for the award of any degree/diploma from any other University/Institution.

Place: Shivamogga Date:

Signature ………….………...... Kiran MC (USN: 4PM12MBA16)

ACKNOWLEDGEMENT I, the undersigned, IV Semester student of MBA , P G Department of Management Studies & Research Centre, PES Institute of Technology & Management, Shivamogga is glad to express my deep sense of gratitude to all the persons connected with the successful completion of this project work. This report is obviously not the result of my work alone, many persons have directly or indirectly involved, without whom this work would not have been accomplished I am grateful to the Organization (BEML, Marketing Division – KGF complex that gives me this opportunity I to carry out this present project work successfully. I am grateful to Mr. Kaviyarasu R, People officer HR, Jayanagara, Big Bazaar who was an external guide, encouragement and assistance at every stage of this project work and also for permitting me to do this project work in Big Bazaar. I am grateful to Mr. D M. Arvind Mallik, Asst. Prof, P G Department of Management Studies & Research Centre, PESITM Shivamogga, for his guidance and continuous untiring during the course of this project work. I am thankful to Dr.R.Nagaraja, Professor & HOD, P G Department of Management Studies & Research Centre, PESITM, Shivamogga It’s my immense gratitude to thank Dr. Ashok Kumar T, Principal, PESITM Shivamogga for his untiring I am also thankful to all the teaching and non – teaching staff of PGDMSRC, PESITM and the student friends & family for their and co-operation. Finally, I acknowledge with thanks to the co-operation and extended to us by the respondents who helped in successful completion to this project work. Kiran M C (4PM12MBA16)

TABLE OF CONTENTS Sl. No.

Particulars

Page No.

Executive Summary 1 1.1

Introduction Introduction about the Internship

1 1

1.2

Topic chosen for the study

1

1.3

Need of the study

1

1.4

Objectives of the study

2

1.5

Scope of the Study

2

1.6

Methodology Adopted

2-4

1.7

Literature Review

4-5

1.8

Limitations of the study

5 6

2.1

Industry and Company profile Industry profile

6-10

2.2

Company profile

11-14

2.3

Promoters (Board of directors)

14-15

2.4

Vision, Mission and Quality Policy

15-16

2.5

Product’s Profile

16-17

2.6

Area of Operation

17

2.7

Infrastructural Facilities

17-18

2.8

Competitors Information

18-19

2.9

SWOT analysis & Customer service process

19-21

2.10

Future Growth and Prospects of the Company

2.11

Analysis of Financial Statements of Coca cola Company

22-26

3

Theoretical background of the study

26-30

4

Data Analysis and Interpretation

31-55

5

Summary of Findings, Suggestions and Conclusion

56-58

Findings

56-57

2

Suggestions Conclusion Bibliography Annexure

21

57 58

Table No 4.1

TABLE TITLE

Age Parameter.

4.2 Income level 4.3 Education Qualifications 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18

Working status Customer frequently visit in big bazaar Factors influencing you to purchase in big bazaar Customer familiar product from Big Bazaar How does the Customer service experience Staff response to customer enquiry Customer responding in customer service Enough signs in the Store to provide needed information in navigation. Store character & importance of Big Bazaar Cleanliness of the Store Customer which kind of an facility like from Big Bazaar Customer like facility from big bazaar Quality of customer experience in big bazaar Improve on customer service Improve quality customer service will expecting way

4.19 Customer expectation from Big Bazaar 4.20 4.21

Customer happy with customer service in big bazaar Provide future service to customer

Page No.

LIST OF THE GRAPHS Table No. 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17

TABLE TITLE Age Parameter Income level Education level Working status Customer frequently visit in big bazaar Factors influencing customer to purchase in big bazaar Customer which products more like from big bazaar Customer how for service with staff Staff response to customer enquiry Various customers responding in customer service Enough signs in the Store to provide needed information in navigation. Store character & importance of Big Bazaar Cleanliness of the Store. Which facility of like from Big Bazaar Customer like facility from Big Bazaar Recent customer service experience in big bazaar Customer service of the staff, facility, store in the big bazaar

4.18

Improve the quality service through in this parameter

4.19

Customer expecting valuable service in big bazaar

4.20 4.21

Customer happy with service in big bazaar Improve the need of customer service which will help to future.

Page No.

LIST OF TABLES Table No 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18

TABLE TITLE Age Parameter. Income level Education Qualifications Working status Customer frequently visit in big bazaar Factors influencing you to purchase in big bazaar Customer familiar product from Big Bazaar How does the Customer service experience Staff response to customer enquiry Customer responding in customer service Enough signs in the Store to provide needed information in navigation. Store character & importance of Big Bazaar Cleanliness of the Store Customer which kind of an facility like from Big Bazaar Customer like facility from big bazaar Quality of customer experience in big bazaar Improve on customer service Improve quality customer service will expecting way

4.19 Customer expectation from Big Bazaar 4.20 4.21

Customer happy with customer service in big bazaar Provide future service to customer

Page No.

EXECUTIVE SUMMARY The study undertaken at Jayanagar, Big Bazaar, Bangalore titled “A Study on Customer Service With Reference To Big Bazaar, Bangalore” the study comprises of 5 chapters. In this report the first chapter the introduction about the internship, topic chosen of the of the study, need for the study, objective for the study, scope of the study, methodology adopted, literature review and limitation. The second chapter explains about the industry and company profiles of organization being study, the board of directors, vision and mission, quality policy, product/ service profile, areas of operation, infrastructure facilities of the company. Competitor’s information and undergone a SWOT analysis that helps to know the company’s core competencies, and future growth and prospects. It is concluded with a brief insight into the financial statement of the organization. The third explain about of the theoretical background of the study that elaborate the information on the subject chosen for better understanding. The fourth Chapter explains about of the analysis and interpretation of the data collected with relevant tables and graphs. Results obtained by using statistical tools. The fifth Chapter explain about of the finding and suggestions are based on the opinion of the employees and it is concluded with brief.

Customer Service With Reference to Big Bazaar, Bangalore

Chapter -1: Introduction 1.1 Introduction about the Internship The internship program is designed to provide students engaged in a field experience with an opportunity to share their insights, to explore the links between students' academic preparation and their field work, and to assist participants in developing and carrying out the major research project which will serve to culminate their internship experience.

Internships are individualized and tailored to the needs and interests of each student in the program. As part of the internship experience, students are expected to take an active role in finding an appropriate internship for themselves. Many students pursue their own s. The 12 week internship has been positioned during 4th semester of MBA program as it serves the twin purpose of providing.

1.2 Topic chosen for the study: Customer service with reference to big bazaar, Bangalore” I studying in this topic Jayanagar, Bangalore. Here more customers coming for buying the daily needed products. So at the time big bazaar provides some services for more customer attraction, so I studying that all services for customer in this big bazaar.

1.3 Need for the study: Customer service is the experience a customer gets when using products made by the business. The project title on Study on Customer service with reference to big bazaar, Jayanagar, Bangalore, helps to understand the practical market. Through this project title I am going to study, what is customer service and the behaviour of the purchasing, consumption and evaluating products, services and ideas, which they expect, will satisfy their needs in which they investment they are interested or no.

I have prepared

questionnaire for this purpose taking sample size of 200.

The study of Customer service to understand & predict in the market place.

P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

Page 1


1.4 Objectives of the study: 1. To study & understand the factors influence in buying behaviour of customer service at big bazaar. 2. To study various customer service practices by regard of big bazaar. 3. To know the effectiveness of sales service provided by big bazaar 4. To understand the customer about future customer service in Big Bazaar. 1.5 SCOPE OF STUDY: The scope of this research is to identify the buying behaviour of customers of Big Bazaar. This research is based on primary data and secondary data. This study only focuses on urban buying behaviour of customers. The study does not say anything about rural buying behaviour of customer because rural status/attitude & acceptance of the rural customers differs with urban customers. It provides help to further the research for organized retail sector. 1.6 METHODOLOGY ADOPTED: Sources of data: a. Primary data b. Secondary data

a. Primary Data Primary data is that which is collected fresh and thus happen to be Original in character. The primary data is collected in the process of questionnaire and interviews of the outlets. The primary data were derived from the answers respondents gave in the structured questionnaire prepared by the researcher. A personal interview was conducted with the help of a Questionnaire. The respondents were asked to give their frank opinion regarding the concerned matter and respondents have given valuable information. The various methods of primary data collection which is used in this study are: 

Personal or Face to Face method



Questionnaire Method


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Customer Service With Reference to Big Bazaar, Bangalore b. Secondary Data

Secondary data is any data, which have been gathered earlier for some other purpose. Data that have been previously collected for some project other than the one at hand. Among the above mentioned types of data was used for the study and analysis of the objective of this project, also the secondary to data proved to be helping hand in framing up the industry scenario and also the relevant topics in the entire project report. For collecting secondary data researcher used internet, news papers and Hand outs. SAMPLING PLAN

A sample definite design is a definitive plan for obtaining a sample from a given population. It refers to the technique or the procedure the researched would adopt in selecting items for the sample design is determined before data are collected. There are many sample design from researcher can choose. Here researcher doing convenience sampling. This is also known as purposive or non probability sampling. This sampling method involves purposive or deliberate selection of particular units of the universe for constituting a sample which represent the universe. When population elements are selected for inclusion in the sample based on ease of access. Since it is not possible to study whole universe, it becomes necessary to take sample from the universe to know about its characteristics. 1. Sampling Units: Customers of Big bazaar at Jayanagar 9th Block Bangalore. 2. Sample Technique: Convenience non probability 3. Research Instrument: Structured Questionnaire includes multi choice answers to be chosen by the respondents. SAMPLE SIZE:

The survey is conducted in the city of Bangalore big bazaar, with 200 customers as respondent. Tools and Techniques of Data Collection & analysis Data Analysis procedure In order to analyze the data gathered from the survey, the weighted mean for each question item was computed. Weighted mean is the average wherein every quantity to be averaged has a corresponding weight. These weights represent the significance of each quantity to P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore be average. To compute for the weighted mean, each value must be multiplied by its weight. Products should then be added to obtain the total value. The total weight should also be computed by adding all the weights. The total value is then divided by the total weight. Statistically, the weighted mean is calculated using the following formula:

Weighted Mean = (Y1 X 5) + (Y2 X 4) + (Y3X3) + (Y4 X 2) + (Y5 X 1 200 Where Y1, Y2, Y3, Y4, Y5 are the number of respondents that selected the given likert choices. Range

Interpretation

4.50-5.00

Excellent /strongly agree

3.50-4.49

Good/ agree

2.50-3.49

Average/Mixed

1.50-2.49

Fair/ Disagree

0.00-1.49

Poor/strongly disagree Number of respondents

X 100

Percentage Analysis Method= Total number of respondents

1.7 LITERATURE REVIEW: 1. VSRD International Journal of Business and Management Research, Vol. 3 No. 1 January 2013 / 1 E-ISSN: 2231-248X, p-ISSN: 2319-2194 © VSRD International Journals: www.vsrdjournals.com (Retail service quality and its effect on customer Perception: a study of select supermarket)


Page 4

Customer Service With Reference to Big Bazaar, Bangalore 2. Journal of Retailing and Consumer Services (J Retailing Consumer Service) IEEE transactions on systems, man, and cybernetics. Part B, Cybernetics: a publication of the IEEE S... ISSN: 1941-0492, Impact factor: 3.01 (The journal is an international and interdisciplinary forum for research and debate in the rapidly developing - and converging - fields of retailing and services studies. Published quarterly,) 3.) Journal of Retailing 83 (1, 2007) 1–4 Six strategies for competing through service: An agenda for future research (Ruth Bolton 1, Dhruv Grewal, Michael Levy b, 2) W. P. Carey School of Business, Arizona State University, PO Box 874106, Tempe, AZ 85287-4106, United States (Babson College, Wellesley, MA, United States) Accepted 30 November 2006 4) Author Name: Shikhanloo shima Publication: online publication on 24 Sep 2013(online ISSN 2249-6270) Topic: Customer service with reference to big bazaar

1.8 Limitations of the study: 

Insecurity limiting access to the population of concern



The lack of time to carry out a survey



The lack of funding necessary to carry out a survey



The lower priority for carrying out a survey because of competing urgent tasks



Due to company’s policies certain information is not sharing.


Page 5


Chapter 2 - INDUSTRY AND COMPANY PROFILE 2.1 Industry profile: Retail means selling goods and services in small quantities directly to customers. Retailing consists of all activities involved in marketing of goods and services directly to consumer for their personnel family and household use. Types of Retailing: A. Store retailing: The mode of retailing where a store is essential in a particular location to do business. Store retailing can be performed in different formats. They are: 1) Specialty store: The stores carry large amount of merchandise but in a limited product Lines like Textile store or furniture store. For example, Tanishq a jewellery retail store.

2) Department store: In this retail format apparel, home furnishing and consumables goods and services are sold. Each of the formats is considered as a different department and Managed in the retail store. For example, Shoppers stop of Raheja group.

3) Supermarkets: According to Philip Kotler supermarkets are a relatively large, low cast, low margin, high volume, self service operation designed to serve the consumer’s total needs for food and house hold products. For example, Food world of RPG group.

4) Convenience store: These stores are very near to customer residence. Usually carry day today products of high turnover at price. For example, Reliance fresh

5) Discount store: These stores sell products at low prices with low margin. The store achieves their profit by generating high volumes. Subhiksha, a south India based retailer

6) Off price retailers: This type of retailer buys the goods less than wholesale prices. These products are sold less than retail prices. For example, factory outlets in marathahalli Bangalore. 7) Super stores: These are very large stores where customer can purchase food and non food products. The super store includes category killers that carry large merchandise in Particular category. Another type of super store format exists in India is Hypermarkets. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore B. Non store retailing: The mode of retailing where a company uses electronic media or Direct selling medium to sell their products. For example, direct selling, Telemarketing, Automatic vending, online retailing and direct marketing. Follows this format. The Indian retailing industry is becoming intensely competitive, as more and more players are serving for the same set of customers. The major retail players are Pantaloon Retail, Shoppers Stop, Reliance, etc. Retailing is one of the biggest sectors and it is witnessing revolution in India. The new entrant in retailing in India signifies the beginning of retail revolution. India's retail market is expected to grow tremendously in next few years. According to AT Kearney, The Windows of Opportunity shows that Retailing in India was at opening stage in 1995 and now it is in peaking stage in 2008. India's retail market is expected to grow tremendously in next few years. India shows US$330 billion retail market that is expected to grow 10% a year, with modern retailing just beginning. India ranks first in 2005. Sector Details: In India, the most of the retail sector is unorganized. In India, the retail business contributes around 10 percent of GDP of this, the organized retail sector s only for about 5 percent share, and the expected annual growth rate is 5% per annum and remaining share is contributed by the unorganized sector. The main challenge facing the organized sector is the competition from unorganized sector. Unorganized retailing has been there in India for centuries, theses are named as mom-pop stores. According to A T Kearney, the organized retailing is expected to be more than $23 billion revenue by 2010. In organized retailing will grow faster than unorganized sector and the growth speed will be responsible for its high market share, which is expected to be $ 17 billion by 2010-11. This organized retail sector mix includes supermarkets, hypermarkets discounted stores and specialty stores, departmental stores. For example, Spencer network has 69 stores, which includes seven Spencer hypermarkets, three Spencer super markets and 49 Spencer Daily’s. Now the company is planning to open 20 stores in 10 cities in six months. The P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore top 10 retailers only for 2% of total market, today modern retailing is expected to enter a boom phase, which has major players and these players might capture 10% of total market, within next five years. Pantaloon

Pantaloon Retail (India) Limited, is India’s 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 7 million square feet of retail space, has over 1000 stores across 51 cities in India and employs over 25,000 people. The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, Bazaar, Star and Sitara. The company also operates an online portal, futurebazaar.com. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection , 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. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore Future Group

Future Group is one of the country’s leading business groups present in retail, asset management, consumer finance, insurance, retail media, retail spaces and logistics. The group’s flagship company, Pantaloon Retail (India) Limited operates over 7 million square feet of retail space, has over 1000 stores across 53 cities in India and employs over 25,000 people. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, e-Zone, Depot, Future Money and online retail format, futurebazaar.com. Future Group companies includes, Future Capital Holdings, Future Generally India Indus League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling Co. Future Capital Holdings, the group’s financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels. The group’s t 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 Talwalkar’s, Blue Foods and Liberty Shoes. Future Group’s vision is to, “deliver Everything, Everywhere, Every time to Every Indian Consumer in the most profitable manner.” The group considers ‘Indian-nests’ as a core value and its corporate credo is - Rewrite rules, Retain values. Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of India’s leading business houses with multiple businesses spanning across the consumption space. While retail forms the core business activity of Future Group, group subsidiaries are P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore 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. Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000 people and is listed on the Indian stock exchanges. The company follows a multi-format retail strategy that captures almost the entire consumption basket of Indian customers. In the lifestyle segment, the group operates Pantaloons, a fashion retail chain and Central, a chain of seamless malls. In the value segment, its marquee brand, Big Bazaar is a hypermarket P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore format that combines the look, touch and feel of Indian bazaars with the choice and convenience of modern retail. In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic expansion of a hypermarket. The first set of Big Bazaar stores opened in 2001 in Kolkata, Hyderabad and Bangalore. The group’s specialty retail formats include, books and music chain, Depot, sportswear retailer, Planet Sports, electronics retailer, E-zone, home improvement chain, Home Town and rural retail chain, Aadhar, among others. It also operates popular shopping portal, futurebazaar.com. Pantaloon Retail (India) Limited, is India’s 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 11 million square feet of retail space, has over 1000 stores across 63 cities in India and employs over 30,000 people. The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, bazaars and Star and Sitar. The company also operates an online portal, futurebazaar.com 2.2 COMPANY PROFILE Big Bazaar: Big Bazaar, is the chain of retail stores of the big banner Pantaloon Retail (India) Ltd., which in turn is a segment of the Kishore Biyani, regulated Future Group of Companies. Moreover the customer friendly ambiance and the organized retailing of products also make Big Bazaar one of the successful retail companies in India. Big Bazaar a part of the Pantaloon Group, is a hypermarket offering a huge array of goods of good quality for all at affordable prices. Big Bazaar with over 50 outlets in different parts of India, is present in both the metro cities as well as in the small towns. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore Big Bazaar has no doubt made a big name in the retail industry of India, moreover shopping here is further made a memorable experience with the varied rates of discounts on products as well as discount vouchers available in a variety of amounts, like INR 2000, INR 3000, INR 4000, INR 5000 and INR 10000 on all Big Bazaar products and accessories. The variety of product range in Big Bazaar: This large format store comprise of almost everything required by people from different income groups. It varies from clothing and accessories for all genders like men, women and children, playthings, stationary and toys, footwear, plastics, home utility products, cosmetics, cocker, home textiles, luggage gift items, other novelties, and also food products and grocery. The added advantage for the customers shopping in Big Bazaar is that there are all time discounts and promotional offers going on in the Big Bazaar on its salvable products. The significant features of Big Bazaar: Shopping in the Big Bazaar is a great experience as one can find almost everything under the same roof. It has different features which caters all the needs of the shoppers. Some of the significant features of Big Bazaar are: 

The Food Bazaar or the grocery store with the department selling fruits and vegetables



There is a zone specially meant for the amusement of the kids



Furniture Bazaar or a large section dealing with furniture



Electronics Bazaar or the section concerned with electronic goods and cellular phones



Future Bazaar.com or the online shopping portal which makes shopping easier as one can shop many products of Big Bazaar at the same price from home



Well regulated customer care telecalling services.

Innovations: Wednesday Bazaar: Big Bazaar introduced the Wednesday Bazaar concept and promoted it as “Hafte Ka Sabse Sasta Din”. It was mainly to draw customers to the stores on Wednesdays, when least number of customers are observed. According to the chain, the aim of the concept is "to P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore give homemakers the power to save the most and even the stores in the city a fresh look to make customers feel that it is their day". Sabse Sasta Din Big Bazaar introduced the concept of "Sabse Sasta Din". The idea was to simply create a day in a year that truly belonged to Big Bazaar. This was launched on January 26, 2006 and the result was exceptional that police had to come in to control the mammoth crowd. The concept was such a huge hit that the offer was increased from one day to three days in 2009 (24 to 26 Jan) and to five days in 2011 (22-26 Jan) and 23-27 Jan in 2013. Maha Bachat Maha Bachat was started off in 2006 as a single day campaign with attractive promotional offers across all Big Bazaar stores. Over the years it has grown into a 6 days biannual campaign. It has attractive offers in all its value formats such as Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar - catering to the entire needs of a consumer The Great Exchange Offer On February 12, 2009 Big Bazaar launched "The Great Exchange Offer", through with the customers can exchange their old goods in for Big Bazaar coupons. Later, consumers can redeem these coupons for brand new goods across the nation. STRATEGY: 3-C Theory According to Kishore Biyani's 3-C theory, Change and Confidence among the entire population is leading to rise in Consumption, through better employment and income which in turn is creating value to the agricultural products across the country. Big Bazaar has divided India into three segments: India one: Consuming class which includes upper middle and lower middle class (14% of India's population). India two: Serving class which includes people like drivers, household helps, office peons, liftmen, washer men, etc. (55% of India's population) and India three: Struggling class (remaining 31% of India's population). While Big Bazaar is targeted at the population across India one and India two segments, Aadhaar Wholesale is aimed at reaching the population in India three segment. With this, Future Group emerged as a retail destination for consumers across all classes in the Indian society. Most Big Bazaar stores are multi-level and are located in stand-alone buildings in city centres as P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore well as within shopping malls. These stores offer over 200,000 SKUs in a wide range of categories led primarily by fashion and food products. Food Bazaar, a supermarket format was incorporated within Big Bazaar in 2002 and is now present within every Big Bazaar as well as in independent locations. A typical Big Bazaar is spread across around 50,000 square feet (4,600 m2) of retail space. While the larger metropolises have Big Bazaar Family centres measuring between 75,000 square feet and 160,000 square feet, Big Bazaar Express stores in smaller towns measure around 30,000 square feet. Big Bazaar has the facility to purchase products online through its official web page, and offers free shipping on some of their products.

Work flow model:

Manufacturer

Head office, Logistics Mumbai Branch office, Bangalore

Customers 2.3 Promoter: Mr. Kishore Biyani, Managing Director Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the Group Chief Executive Officer of Future Group. He is deciding all things about big bazaar. Board of directors 1. Managing director P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore Mr kishore Biyani 2. Wholetime Director Mr Gopikishan Biyani Mr Rakesh Biyani 3. Director Mr Shailesh Haribhakti Mr S.Doreswamy Mr Darlie Koshy Mr Anil Harish

2.4 Vision, Mission and Quality Policy: 2.4.1 VISION: “To deliver Everything, Everywhere, Every time to Every Indian Customer in the most Profitable manner”.

2.4.2 MISSION: 1 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. 2 We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segments – for classes and for masses. 2.4.3 QUALITY SERVICE: Composed of those characteristics and features of a product or service or process which are needed to satisfy customer needs, or achieves fitness for use . Service Quality : Used in both customer care evaluations and in technological Evaluations. The quality of service has to do with measuring the incidence of errors within a process that result in the creation of issues for an end . Importance of quality in Service: Understand and improve operational processes. Identify problems quickly and systematically. Establish valid and


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Customer Service With Reference to Big Bazaar, Bangalore reliable service performance measures. Measure customer satisfaction and other performance outcomes.

2.5 Products profile: This large format store comprise of almost everything required by people from different income groups. It varies from clothing and accessories for all genders like men, women and children, playthings, stationary and toys, footwear, plastics, home utility products, cosmetics, crockery, home textiles, luggage gift items, other novelties, and also food products and grocery. The added advantage for the customers shopping in Big Bazaar is that there are all time discounts and promotional offers going on in the Big Bazaar on its saleable products.

Some product least: Table showing big bazaar product least: Apparels

Food

Farm produce

Chill station

Fruits

Soft drinks

Home and personnel care

Denims & tea Shirts

Staples

Fabrics & cut pieces

Shampoos

Packaged Ready to eat

Vegetables

juices

Detergents

Soaps

International Formal wear

food

Imported fruits

Milk items

Casual wear

Spices

Dairy products

Frozen foods Liquid wash

Party wear

Imported bazaar

Ethnic wear

Tea & coffee

Accessories

Ice creams

Creams Deodorants Home cleaners

Under garments

Utensils

Night wear

Plastics

Dress material

Crockery

Saris

Sundries


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Customer Service With Reference to Big Bazaar, Bangalore The significant features of Big Bazaar Shopping in the Big Bazaar is a great experience as one can find almost everything under the same roof. It has different features which caters all the needs of the shoppers. Some of the significant features of Big Bazaar are:  The Food Bazaar or the grocery store with the department selling fruits and vegetables  There is a zone specially meant for the amusement of the kids  Furniture Bazaar or a large section dealing with furniture’s  Electronics Bazaar or the section concerned with electronic goods and cellular phones  FutureBazaar.com or the online shopping portal which makes shopping easier as one can shop many products of Big Bazaar at the same price from home.

2.6 Area of operation: India’s top organised retailers including Future Group and Reliance Retail are roping in local kirana-walas to expand operations and widen product reach, but small traders remain sceptical of their moves. While Mukesh Ambani-led Reliance Retail has quietly speeded up expansion of its wholesale cash-and-carry stores, Kishore Biyani-promoted Future Group is running its Big Bazaar Direct Programme, under which a small grocery shop owner can become a franchisee for the big retailer. Industry analysts say big organised retail stores may not be successful everywhere, especially in small catchment areas, and therefore, pushing products, especially higher margin private brands, through other channels such as local trade helps growth.

2.7 Infrastructure facility: Infrastructure creation Care to be taken to maintain proper inventory levels and the varieties and offer the customer what is needed rather than offering what is available.(Brands like Nike, Adidas, Reebok, etc) Create smarter merchandising and supply networks: Share information, synchronizes activities, and work more efficiently. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore Build smarter operations: Retain the best employees, increase productivity, and streamline processes. Deliver a smarter shopping experience: Increase brand equity, improve customer loyalty, and boost profits Added on facilities like Home Delivery and to an extent credit it plays an important role in Customer Acquisition and retention programs. 2.8 Competitors information: RELIANCE FRESH Reliance Fresh is the convenience store format which forms part of the retail business of of Reliance Industries of India which is headed by Mukesh Ambani. Reliance plans to invest in excess of Rs 25000 crores in the next 4 years in their retail division. The company already has in excess of 560 reliance fresh outlets across the country. These stores sell fresh fruits and vegetables, staples, groceries, fresh juice bars and dairy products. A typical Reliance Fresh store is approximately 3000-4000 square. Feet and caters to a catchment area of 1-2 km Reliance Fresh, Reliance Mart, Reliance Digital, Reliance rendz, Reliance Footprint, Reliance Reliance Footprint, Reliance Wellness, Reliance Jewels, Reli ance Timeout and Reliance Super are various formats that Reliance has rolled out.

SPENCERS RETAIL: Spencer's Retail is one of India’s fastest growing retail stores. It has multiple formats for retailing food, apparel, fashion, electronics, lifestyle products, music and books. It is owned by the RPG Group, a major business house. Established in 1996, Spencer’s is one of the popular destination for shoppers in India with supermarkets, hypermarkets and dailies spread all over India.

SUBHIKSHA : Subhiksha is an Indian retail chain with more than 1400 outlets selling groceries, fruits, vegetables, medicines and mobile phones. It was started and is managed by R Subramanian, an IIM Ahmadabad alumni. Subhiksha plans to open 1000 outlets by December 2008.[1] He also plans to invest Rs.500 crore to increase the number of outlets to 2000 across the country by 2009.


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Customer Service With Reference to Big Bazaar, Bangalore Aditya Birla Group The Aditya Birla Group is in the League of Fortune 500. It is anchored by an extraordinary force of over 120,000 employees belonging to 42 different nationalities. The Group has been ranked Number 4 in the global 'Top Companies for Leaders' survey and ranked Number 1 in Asia Pacific for 2011. 'Top Companies for Leaders' is the most comprehensive study of organisational leadership in the world conducted by Aon Hewitt, Fortune Magazine, and RBL (a strategic HR and Leadership Advisory firm). The Group has topped the Nielsen's Corporate Image Monitor 2012-13 and emerged as the Number 1 corporate, the 'Best in Class' Odyssey (book store) Odyssey is a chain of bookstores in India, headquartered in Adyar, Chennai. Apart from books, the stores also sell music, movies, multimedia, stationery, toys and gifts. As of May 2010, Odyssey operates 56 stores across the country Odyssey opened its first bookstore in Adyar, Chennai in 1995. Since then, the company has opened a number of outlets in more than a dozen cities across India

2.9 Swot analysis: 1. Strengths  Everyday low pricing  Point of purchase  Experience marketing team executive staff  Emphasis on providing total customer satisfaction  Variety of stuff under single roof  Maintain good employee-employer relationship

2. Weakness  Failing revenue/sq.ft  Unable to meet store targets P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore  Unavailability of popular brands

3. Opportunities  Population of country is growing where the scope of market is kept on increasing for retail sector.  Evolving consumer preference  Organized retail presently nearly 5% in India. So it acts as a great opportunities to the organization for its growth. 4. Threats  Competition from organized retail players which are in market and are emerging.  Competition from local retailers.

Big Bazaar uses 8 golden rules to deal with Customer Services.  Answer the phone.  Don’t make promise unless you will keep them.  Listen to your customer.  Deal with complaints.  Be helpful.  Train your staff to be always helpful, courteous and knowledgeable.  Take the extra step.  Throw in something extra.


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Customer Service With Reference to Big Bazaar, Bangalore Cusromer service in buying decision process: The process can be broadly classified into five sections;  Problem recognition: The buying decision process starts when it recognizes a problem or need. It can be triggered by internal or external stimuli.  Information search: Based on the problem or need the consumer is inclined to search for more information and hence he/she may collect the information from any of the following sources; Public sources, commercial sources, personal sources and experimental sources.  Evaluation of alternatives : Based on the information collected through various sources, the consumer evaluates them on conscious and rational basis.  Purchase decision: After evaluating the alternatives available, the customer will be able to purchase the product with less deliberation.  Post purchase behaviour: After purchasing the product, marketers must monitor post purchase satisfaction, post purchase actions and post purchase product uses.

2.10 Future growth & prospects: Led by its format divisions Big Bazaar and Food Bazaar, Future Value Retail Ltd. is subsidiary of Future Retail Ltd. that has been created keeping in mind the growth and current size of the company’s value retail business. Covering an operational retail space of over 9 million square feet, the company operates 163 Big Bazaar stores and 186 Food Bazaar stores, among other formats, in over 95 cities across the country. As a focused entity driving the growth of the group's value retail business, Future Value Retail Ltd. will continue to deliver more value to its customers, supply partners, stakeholders and communities across the country and shape the growth of modern retail in India from 2015. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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2.11 Financial statements: Profit & loss for the year 2012-2013 FRL Consolidated ― P&L Summary Particulars (p cr.)

31-Mar-12

31-Mar-13

13,655

19,929

242

257

13,897

20.186

9,891

13,815

11

-808

3,996

7,179

28.80%

35.60%

621

1,131

Other Expenditures

2,431

3,805

Total Operating Expense

3,052

4,937

308

130

1,251

2,373

9.00%

11.80%

Depreciation and amortisation

452

632

EBIT

799

1,740

Finance Costs

726

1,647

PBT before exceptional

73

93

Profit on sale of investment

26

379

PBT after exceptional

99

473

4

131

95

342

Net Sales Other Operating Income Total income from Operations Purchase of stock-in-trade Changes in inventories Gross Profit Gross Margin % Employee benefits expense

Other Income EBITDA EBITDA Margin %

Tax Expenses PAT


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Balance sheet for the year 2012-2013 Particulars (p cr.)

31-Mar-12

31-Mar-13

Shareholders’ Funds

3352

3328

Share Application Money Pending Allotment

2

36

Optionally Fully Convertible Debentures

0

800

Compulsory Convertible Debentures

150

754

Optionally Convertible Debentures

250

0

Minority Interests

90

59

Long-term borrowings

3810

3559

Deferred tax liabilities (Net)

182

220

Long-term provisions & Other long term liabilities

19

426

Total - Noncurrent liabilities

4012

4204

Short-term borrowings

1420

1872

Trade payables

1469

2383

Other current liabilities & Short-term provisions

1405

1302

Total - Current liabilities

4293

5857

TOTAL - EQUITY AND LIABILITIES

12149

15037

Fixed assets

4914

5185

Non-current investments

1431

1331

Long-term loans and advances

452

1751

Total - Non current assets

6798

8266

Current Investments

21

60

Inventories

3131

4469

Trade receivables

442

547

Cash and Bank balances

168

201

Short-term loans and advances

1480

1475

Other current assets

109

17

Total - Current assets

5351

6796

TOTAL – ASSETS

12149

15037

Non-current liabilities

Current liabilities

Assets

Current Assets


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Customer Service With Reference to Big Bazaar, Bangalore RATIO ANALYSIS: Trend analysis shows the trend of current assets, current liabilities and working capital only. It do not interpret the contribution of each items of working capital in the trend, whereas, it can be done easily by ratio analysis. The ratio analysis of working capital can be used by management as a mean of checking upon the efficiency in working capital management of the company. Financial Analysis of the company can be done with the help of following mentioned ratios:  Current ratio  Quick ratio  Debt equity ratio  Net profit ratio

 Current Ratio: Current ratio is one of the important ratios used in testing liquidity of a concern. This is a good measure of the ability of company to maintain solvency over a short run. This is computed by dividing the total current assets by the total current liabilities and is expressed as: Current ratio = (current asset/current liabilities)*100 Table No: 1 table Showing current ratio Year

Current asset

Current liabilities

Current ratio

2012-2013

6296

5857

1.07

2011-2012

5351

4296

1.24

Source: Annual report Interpretation: Current ratio of the firm in the year 2012 was 1.24:1 and in the year 2013 it stood at 1.07:1. Standard current ratio is 2:1 but the company is having in adequate ratio it have to increase its operating efficiency and have to maintained idle ratio.

 Quick Ratio: The solvency of a company is be Ratio is to enable the financial management of a company to ascertain that would happen If current creditors press for immediate payment and either not sales of closing or it id sold, a heavy loss is likely to be suffered. This P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore problem arises because closing stock is two steps away from the cash and their price more or less uncertain according to market demand. The term quick assets include all current assets except inventories and prepaid expenses. It shows the relationship of quick assets and current liability calculated as following: Quick Ratio= (current assets -inventories/current liabilities)*100 Table No: 2 Table Showing quick ratio Year

Quick asset

Quick liabilities

Quick ratio

2012-2013

3165

5857

0.54

2011-2012

882

4296

0.20

Source: Annual report Interpretation: From the above table the quick ratio of the firm 0.54:1 in the year 2013 and 0.20:1 in the year of 2012. The quick ratio has decreased from 0.20 to 0.54. The ideal quick ratio is 1:1 The Company has to increase its operating efficiency and have to maintained idle ratio.

 Net profit ratio: Net profit ratio= (Net profit/ Net income)*100

Table No: 3 Table showing net profit ratio Net profit/loss

Net sales

Net profit ratio

2012-2013

2373

19929

0.11

2011-2012

1251

13655

0.09

Year

Source: Annual Report

Interpretation: From the above table shows that The profit margin of the company is 0.11% in the year 2012-2013 & 0.09% in the year 2012-2013.The Net Profit Ratio of the company is increased in previous year, the company has gain profit it shows that the company is on the right track of improvement.


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 Debt equity ratio: Debt equity ratio: debt/equity

Table No: 4 table showing debt equity ratio Year

Debt

Equity

Debt equity ratio

2012-2013

4204

15037

0.27

2011-2012

4012

12149

0.33

Source: Annual Report Interpretation: Normally debt equity ratio indicates the financial structure of the firm. The company Debt Equity Ratio is 0.27 in the year 2012-2013 & 0.33 in the year 2012-2013. It is operating with more debt financing equity funds to finance its assets.


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Chapter-3: Theoretical background of the study: 1. Theoretical background of the study Market As the world Spain into the next millennium, their things are always omnipresent in the universe. Market is one of them. The role of market is very important to all of us. Any one, who has need for something, cannot keep away from the influence of the market. The markets are so intimately connected with day to day and we know the difficulties when the markets do not operate on a day.

Marketing Today as we step to the 21st century, marketing as a subject as profession is going more and more importance. Marketing is very attractive at the company, state, national and international levels. Marketing is clearing the ladder for the company to reach its goals or end result. Marketing is so basis that it cannot be considered as a separate function, it is the whole business seen from the point of its final result that is from the customer point of view. The importance of marketing concept is being realized by many organizations. These organizations are involving themselves in the developing marketing activities to satisfy the needs and wants of a group of customers. The segmentation concept has helped in the development of the new products and services and also specialization in selling is being attained with the development of new markets and new avenues of selling. A wide variety of consumer and producer goods have been designed for many marketing and has become a good profession. Customer service is the provision of services to customers before, during and after a purchase. According to Turban “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Big Bazaar will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale; the perceived success of P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore such interactions being dependent on employees "who can adjust themselves to the personality of the guest," Customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization. Customer is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.

A multi-task position drawing on extensive CUSTOMER SERVICE experience to advance a proven track record for developing and maintaining key s and improving departmental efficiencies. Objectives of Customer Services 

Provide customers and staff with clear standards and expectations



Ensure all customer reaches an appropriate conclusion



Minimize incidences of repeat



Seek to provide a seamless service for customers



Provide equal and easy access to our services at a time, place and channel that meet the needs of residents, businesses and other stakeholders



Cater for customers needs irrespective of age, gender, physical or financial ability, ethnic origin, race, religion or geographical location



Provide a prompt, courteous and knowledgeable response to all customer enquiries.



Equip our staff to provide customers with an excellent standard of service



Enable our customers to provide easily, through complaints, customer surveys, etc


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Customer Service With Reference to Big Bazaar, Bangalore 

Use customer compliments, comments and complaints to drive improvements to service

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy - happy enough to positive about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. Big Bazaar targets to be achieved The aim is to increase the retail business to around 35 million square feet by 2012 as compared to 9 million square feet of now. 1. To become a substantial part of every Indian’s wallet. 2. To get across 40% of the population of entire nation which is now just 12%. 3. To increase organized retail from 9% to at least 18-20% in next 2 years.

Customer oriented Strategy o Attracting & retaining customers. o Uses Non- Traditional Strategy. o Moving demo-trolley. o Used young population as strategic blessing. o Attractive Design, interior & good atmosphere.


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Customer Service With Reference to Big Bazaar, Bangalore Finely this topic has presented the theoretical associated with the study on past research. A preliminary model of post choice service is developed as a basis of analysis & dominant concepts surrounding the model were discussed. A detailed analysis of three dominant theoretical concepts – expectations, perceptions and service- were undertaken as part of an overview of the service paradigm, and the SERVQUAL measure of service quality, which from the basis of the study. Will be tested in the final model of post – choice service. The following chapter will discuss the method employed for the study & the preliminary analysis of the data.


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Chapter-4: Data Analysis and interpretation: Q. No: 1) Age Parameter. Table No 1- Table showing Age Parameter Age

No. Of customers

Percentage (%)

Below-25

66

33

26-45

120

60

Above-46

14

7

Total 200

100

Source: Primary data

ANALYSIS: From the above table it shows out of 200 Respondents 66(33%) no. Of respondents visit big bazaar are between age of 0-25, are 66 (33%), 26-45 are between the age 120 (60%) and above 46 years are 14 (7%).

Chart No.1- Graph showing Age Parameter

Respondents 70 60 60 50 40 30

Percentage (%)

33

20 10 7 0 Below-25

26-45

Above-46

Source: Table No: 1

INTERPRETATION: From the survey it is found that most of the customers who visit Big Bazaar are 26-45 age of the customer. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore Q. No: 2) Income level: Table no. 2- Table Showing Income Level Monthly Income

Respondents

Percentage

Below Rs. 10000

20

10

Rs.10000-20000

45

22.5

Rs.20000-30000

90

45

Above Rs 30000

45

22.5

Total

200

100


ANALYSIS: From the survey it can be seen that out of 200 respondents surveyed 10% (20) respondent’s income are below Rs.10000, 22.5%(45) respondent’s income are between Rs.10000 to rs.20000, 45%(90) respondent’s age income are between Rs.20000 to Rs.30000, 22.5% (45) respondent’s income are above Rs.30000.

Chart No.2- Graph showing income level

Monthly Income 10% 23%

Below Rs. 10000 22%

Rs.10000-20000 Rs.20000-30000 Above Rs 30000

45%

Source: Table No 2

INTERPRETATION: Above graph says, 90(45%) most of the Respondents income level customers are Rs.20000 – Rs.30000. It means 90 (45%) of respondents visit out of 200 (100%). P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore Q.No:3) Education Qualifications.

Table No.3- Table showing Education Qualifications Education

No. Of Respondents

Percentage (%)

Under Graduate

48

24

Graduate

92

46

Post Graduate

60

30

Total

200

100


ANALYSIS: From the above table can be seen that, out of 200 respondents of 48(24%) respondents are under graduate. (92)46% respondents are Graduate,(60)30% respondents are Post graduate.

Chart No.3- Graph showing Education level:

Respondents 92

100 80 60

60 48 No. Of Customers

40 20 0 Under Graduate

Graduate

Post Graduate

Source: Table No: 3

INTERPRETATION: Out of 200(100%) respondents qualification 92(46%) of graduate,


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Customer Service With Reference to Big Bazaar, Bangalore Q.No:4) Working status. Table no.4- Table showing working status: Working Status

No. Of Customers

Percentage (%)

Business

58

26

Private Employee

71

35.5

Govt. Employee

49

24.5

Student

52

26

Total

200

100


ANALYSIS: From the surveyed, it is clear that out of 200 Respondents 58(26%) of the told customer of business person, and private employee 71(35.5%) respondents, Govt. Employee 49(24.5%) respondents and 52(23%) of students.

Chart No. 4- Graph showing working status

Respondents 80 70

71

60 50

58 49

40

52 No. Of customers

30 20 10 0 Business

private Employee Govt.Employee

Student

Source: Table No 4 INTERPRETATION: From the survey it is found that 71(35.5%) of private employee of the customers visits Big Bazaar respondents. Followed by business customers and students also came to big bazaar for buying the fashion products. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore Q. No: 5) How frequently do you visit big Bazaar? Table No.5- Table showing customer frequently visit in big bazaar: Scale

Respondents

Percentage (%)

Twice in a week

28

14

Once in a week

72

36

During special offers

60

30

Whenever the need arises

40

20

Total Source: Primary data

200

100

ANALYSIS: This is aimed at understanding how frequently customer visit shops & buy their product or avail their services. The highest responses have been attributed to once a week shopping 72 (36%). Such customer can be presumed to have high disposal income & may buy more daily

& fashion products. Whereas 60 (30%) respondents of them visit during special

offers, 40 (20%) respondents when need arises, 28(14%) twice in a week and 72(36%) respondents of once in a week. Graph No.5- Graph showing customer frequently visit in big bazaar

Respondents 80 70 60 50 40 30 20 10 0

72 60 40 28

twice in a week

once in a week

During special offers

whenever the need arises

Source: Table No: 5 INTERPRETATION: The highest responses have been attributed to once a week shopping. Such customer can be presumed to have high disposal income & may buy more daily & fashion products.


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Customer Service With Reference to Big Bazaar, Bangalore Q. No: 6) what are the factors influencing you to purchase in big bazaar. Table No.6- Table showing factors influencing you to purchase in big bazaar: Response Price Quality Brand image Easy availability Total Source: primary data

No. Of Customers 40 52 74 34 200

Percentage (%) 20 26 37 17 100

ANALYSIS: From this statement found that 40(20%) respondents of people are Price, 52(26%) respondents of Quality factors, 74(37%) respondents of Brand image and 34(17%) respondents of Easy availability of big bazaar influenced to customer for buying the big bazaar products. Chart No.6- Graph showing factors influencing customer to purchase in big bazaar

Respondents 80 70

74

60 50 40 30

52 40

34

No. Of Customers

20 10 0 price

quality

brand image

easy availability

Source: Table No: 6 INTERPRETATION According to graph says 37% (74) respondents like Brand image of the Big bazaar, it means out of 100% of 37% like brand image.


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Customer Service With Reference to Big Bazaar, Bangalore Q. No: 7) mention what type of products do you purchase from Big Bazaar. Table no.7-Table showing customer familiar product from Big Bazaar: Products

No. Of Customers

Percentage (%)

Electronics items

45

22.5

Fashion items

65

32.5

Vegetables

50

25

Kitchen items

40

20

Total

200

100

Source: primary data ANALYSIS: Out of 200 respondents (22.5%) of 45 customers selecting Electronics items, 65 customers (32.5%) said as Fashion items, 50 customers (25%) said as Vegetables and 40 customers (20%) said Kitchen products in Big Bazaar.

Chart No.7- Graph showing customer which products more like from big bazaar

Respondents 35 30

32.5

25 20

25 22.5 20

15

Percentage(%)

10 5 0 Elecrtonics items

Fashion items

Vegetables

Kitchen items

Source: Table No: 7 INTERPRETATION: From the surveyed that graph it can be seen the price of overall products of Big Bazaar is 65(35.5%) like there Fashion items, because of more less mid age customers is shown by the response. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore Q. No: 8) In your most Customer service experience, how did you the staff?

Table No.8-Table showing how does the Customer service experience way

Respondents

Percentage (%)

In person

40

20

Telephone

54

27

Direct meeting

66

33

Internet

40

20

Total

200

100

Source: primary data ANALYSIS: From the surveyed it can be seen that out of 200 respondents 40(20%) they have ed the staff through In person, 54(27%) respondents through Telephone, (33%) 66 respondents through Direct Meeting and (20%) 40 respondents through Internet of become aware of Big Bazaar.

Chart No.8- Graph t showing customer how for service with staff;

Respondents 70 66

60 54

50 40

40

40

30

Respondents

20 10 0 In person

Telephone

Direct meeting

Internet

Source: Table No: 8

INTERPRETATION: From the above graph we can infer that 66(33%) of the customer came to know about Big Bazaar through Direct Meeting. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

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Customer Service With Reference to Big Bazaar, Bangalore Q.No:9) Overall how would you rate big bazaar staff response to customer enquiry?

Table No.9- Table showing staff response to customer enquiry Response

Respondents

Percentage (%)

Excellent

42

21

Good

72

36

Average

64

32

Fair

16

8

Poor

6

3

Total

200

100

Source: primary data

ANALYSIS: From the survey of question out of 200 respondents are (42)21% respondents said Excellent for staff responding to customer enquiry and 72 (36%) respondents said Good, 64 (32%) respondents said Average, 8% respondents said Fair and 6(3%)respondents of Poor service for responding to staff enquiry. Chart No.9- Graph showing High rate big bazaar staff response to customer enquiry

Respondents 80 70

72

60

64

50 40

42

Respondents

30 20 16

10

6

0 excellent

good

Average

fair

Poor

Source: Table No: 9 INTERPRETATION: From analyse the above graph it can be seen the Staff responding to customer enquiry of Big Bazaar is good as it is shown by the response 36%(72) of the customer. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

Page 39

Customer Service With Reference to Big Bazaar, Bangalore Q.No:10) Please tick the Following parameter of customer responding in customer service. (5 - Highest, 1 – Lowest)

Table No. 10- Table showing customer responding in customer service Respondents SI Parameter NO 1 Friendliness staff 2

3 4 5 6

staff delivers the appropriate service as promised Knowledgeable staff communicating information provided Available in a timely manner Staff greeted & offered to help you

7

Behaviour of staff makes you feel that u can trust Source: primary data

Excellent Good Average Fair Poor WMS (5) (4) (3) (2) (1) 114 70 10 4 2 4.45 570

280

30

8

2

26

132

38

2

3

130

528

114

4

3

44

90

58

8

1

220

360

174

16

1

34

116

40

10

2

170

464

120

20

2

40

80

70

6

4

200

320

210

12

4

52

76

66

6

0

260

304

198

12

0

36

100

58

6

0

180

400

174

12

0

Rate

3.895

2

3.855

4

3.88

3

3.73

7

3.87

5

3.83

6

ANALYSIS: From the above table can seen that out of 200 respondents of 114 respondents gave 1st rank to friendliness staff whose WMS is 4.45, 132 respondents gave 2nd rank to staff delivers the appropriate service as promised whose WMS is 3.895, 116 respondents gave 3rd rank to communicating information provided whose WMS is 3.855, 90 respondents gave rank 4th to knowledgeable staff whose WMS is 3.855, 76 respondents gave rank 5th to staff greeted & offered to help you whose WMS is 3.87, 100 respondents gave rank 6th to behaviour of staff makes you feel that you can trust whose WMS is 3.83, 80 respondents gave rank 7th to availability in a timely manner whose WMS is 3.73.


1

Page 40

Customer Service With Reference to Big Bazaar, Bangalore Chart No.10- Graph showing various customers responding in customer service

Respondents 4.6 4.4 4.2 4 3.8 3.6 3.4 3.2

4.45

3.895

3.855

3.88

3.73

3.87

3.83 Average

Source: Table No: 10

INTERPRETATION: From the graph and table can seen that out of 200 respondents 114 respondents gave rank 1st to friendliness staff whose WMS is 4.45 in big bazaar.


Page 41

Customer Service With Reference to Big Bazaar, Bangalore Q.No:11) Do you think there enough signs in the Store to provide needed information in navigation. Table No.11- Table showing there enough signs in the Store to provide needed information in navigation. Responding

Respondents

Percentage (%)

Yes

142

71

No

58

29

Total

200

100

Source: Primary data ANALYSIS: From the surveyed of out of 200 respondents 142(71%) respondents said Yes provide needed service for information, 58(29%) respondents said No to giving information at big bazaar as its customers opinion.

Chart No.11- Graph showing enough signs in the Store to provide needed information in navigation.

Respondents 160 140 120

142

100 80 Respondents

60 58

40 20 0 Yes

No

Source: Table No: 11 INTERPRETATION: From the graph says out of 200 respondents are 142(71%) of the respondents yes, whether customers are taking enough signs in the store to provide needed information in navigation in big bazaar.


Page 42

Customer Service With Reference to Big Bazaar, Bangalore Q. No: 12) Please rate according to you store character & importance of Big Bazaar.

Table No.12- Table Showing store character & importance of Big Bazaar (Highest- 5: Lowest -1) SI NO

Respondents Parameter

Strongly

Agree

Agree 1

2

3

4

Flexible place available is there Less crowded Store layout is nicer It easy for customer to find what they needed

Neither Strongly

Dis

Agree

Agree

DisAgree

WMS

68

122

10

0

0

340

488

30

0

0

30

60

68

34

8

150

240

204

68

8

32

100

64

4

0

160

400

192

8

0

20

70

88

20

2

RAT E

4.29

3.35

4

3.8

2

3 3.43

100

280

264

40

2


ANALYSIS: According to customers out of 200 respondents 4.29 WMS said for flexible place available is there, 3.35 WMS of less crowded, 3.8 WMS Store layout is nicer and It easy for customer to find what they needed of 3.43 WMS is agree.


1

Page 43

Customer Service With Reference to Big Bazaar, Bangalore Chart No.12- Graph showing store character & importance of Big Bazaar

Respondents 5 4.5 4

4.29 3.8

3.5 3.35

3

3.43

2.5 2

Average

1.5 1 0.5 0 Flexible place available is there

Less croweded

Store layout is nicer It easy for customer to find what they needed


INTERPRETATION: From the graph can seen that of out of 200 respondents of 4.29 WMS of flexible place available is there of Good opinion for Agree to store importance & character of Big Bazaar.


Page 44

Customer Service With Reference to Big Bazaar, Bangalore Q.No:13) Overall please rate the Cleanliness of the Store. Table No.13- Table showing Cleanliness of the Store. Responding

Respondents

Percentage (%)

Excellent

55

27.5

Good

88

44

Average

45

22.5

Fair

12

6

Poor

0

0

Total

200

100


ANALYSIS: From the above table surveyed out of 200 respondents 55(27.5%) respondents said Excellent for Cleanliness of big bazaar store, (44%)88 respondents said Good, (22.5%)45 respondents said Average, then (6%)12 respondents said Fair and none of them Poor.

Chart No. 13- Graph showing Cleanliness of the Store.

Parameter 50 45 40 35 30 25 20 15 10 5 0

44

27.5

Percantage

22.5

Excellent

Good

Average

6

0

Fair

Poor


INTERPRETATION: From the above graph it can be seen that out of 200 respondents 44%(88) respondents gives good opinion for store cleanliness of Big Bazaar, as it is shown by the response of the customer. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

Page 45

Customer Service With Reference to Big Bazaar, Bangalore Q.No:14) What kind of an facility do you like from Big Bazaar. Table No.14- Table showing customer which kind of an facility like from Big Bazaar. Facilities

No. Of Customers

Percentage (%)

24*7 Opening service

54

27

Discount offer

61

30.5

Online Shopping

67

33.5

Easy carrying of buying

18

9

Total

200

100

Source: primary data ANALYSIS: From the analysed of customers opinion out of 200 respondents 54(27%) respondents said 24*7 Opening service in Big Bazaar, 30%(61) respondents like Discount offer facility in big bazaar, 67(34%) respondents said Online Shopping service and (9%)18 respondents said Easy carrying of buying facility in big bazaar.

Chart No.14- Graph showing Which facility of like from Big Bazaar.

Respondents 80 70 60

61

50

67

54

40 30 20 18

10 0 24*7 Opening service

Discount offer

Online Shopping

Easy carrying of buying


INTERPRETATION: From the above graph it can be seen that out of 200 respondents 30% said big bazaar facility Online shopping is good as it is shown by the response out of 200 customers of 67 of the customer.


Page 46

Customer Service With Reference to Big Bazaar, Bangalore Q. No: 15) Please tick the according to you about Big Bazaar facility.

Table No.15- Table showing Customer like facility from big bazaar. (5 – Highest: 1 – Lowest) SI NO 1 2 3 4 5 6 7 8

Parameter

Excellent Good Average Fair Poor WMS RANK

Cleanliness Presentation of facility

112

76

10

2

0

560

304

30

4

0

28

140

28

4

0

140

560

84

8

0

Feeling of safe environment

36

90

64

10

0

180

360

192

20

0

Parking facility

74

76

42

8

0

370

304

126

16

0

78

76

38

6

2

390

304

144

12

0

64

82

40

12

2

320

328

120

24

0

56

74

56

6

8

280

296

168

12

0

70

84

36

10

0

350

336

108

20

0

Providing ATM nearby Big Bazaar Lift & Escalator Rest room & Trail room Trolley facility

4.49

1

3.96

5

3.76

8

4.08

2

4.25

4

3.96

6

3.78

7

4.07

3

Source: Primary Data

ANALYSIS: From the above table can seen that out of 200 respondents of 112 respondents gave 1 st rank to cleanliness whose WMS is 4.49, 76 respondents gave 2nd rank to parking facility whose WMS is 4.08, 70 respondents gave rank 3rd to trolley facility whose WMS is 4.07, 78 respondents gave rank 4th to Providing ATM nearby Big Bazaar whose WMS is 4.25, 140 respondents gave 5th rank to presentation of facility whose WMS is 3.96, 82 respondents gave 6th rank to lift & Escalator whose WMS is 3.96, 74 respondents gave 7th rank to Rest room & Trail room whose WMS is 3.78, 90 respondents gave 8th rank to feeling of safe environment whose WMS is 3.76.


Page 47

Customer Service With Reference to Big Bazaar, Bangalore Chart No.15- Graph showing customer like facility from Big Bazaar.

Respondents 4.6 Percentage

4.4 4.2

4.49 4.25

4 3.8 3.6

4.08

3.96 3.76

4.07

3.96 3.78

3.4 3.2


INTERPRETATION: From the data analysis and graph can seen that out of 200 respondents said 4.45 WMS rate 1st of good rank for store cleanliness, and 3.895 for security to customers, and this graph says all the parameter is good facility. And each parameter of 4.07 of WMS is excellent.


Page 48

Customer Service With Reference to Big Bazaar, Bangalore Q.No:16) In your recent experience with company how do you rate the quality of customer service you received. Table No.16- Table showing quality of customer experience in big bazaar. Parameter

No. Of Customers

Percentage (%)

Excellent

53

26.5

Good

87

43.5

Average

54

27

Fair

6

3

Poor

0

0

Total

200

100

Source: Primary data ANALYSIS: From the survey of this table out of 200 respondents 53(26%) respondents said Excellent of customer service in Big Bazaar, 87(44%)respondents of Good service, with 54(27%) respondents of average, 6(3%)respondents said of Fair opinion about service, and non of the above poor service in big bazaar. Chart No.16- Graph showing recent customer service experience in big bazaar

Respondents 50 45 40 35 30 25 20 15 10 5 0

43.5

27

26.5

Excellent

Good

Average

Percentage(%)

3

0

Fair

Poor

Source: Table No: 16 INTERPRETATION: From the above graph it can be seen that out of 200 respondents of 87(43.5%) respondents said the big bazaar service is good, as it is shown by the response of the customer opinion about the big bazaar service is satisfied that customers.


Page 49

Customer Service With Reference to Big Bazaar, Bangalore Q. No: 17) To improve upon big bazaar customer service, please rate the following 1-3. Table No.17- Table showing improve on customer service (1- Highest: 3- Lowest) SI NO

Ranking

Factors

1

Staff

2

Facility Store

3

WMS

1 126 126

2 54 108

3 20 60

100

80

20

100

160

60

140

26

34

140

52

102

Rank

1.47

2

1.6

1

1.47

2


ANALYSIS: From the above this graph can seen that about staff 1.47WMS for given rank 2nd, facility are 1.6 WMS are given the 1st rank, finally store 1.47WMS of the 2nd rank

Chart No.17- Graph showing customer service of the staff, facility, store in the big bazaar.

Respondings 160 140 Average

120 100

140

126 100

80

Staff

80

60 40

Facility

54

20

26

0 Rate 1

Rate 2

20

20

34

Store

Rate 3

Rate


INTERPRETATION: From the above table & graph can seen that out of 200 respondents gave 2nd rank is the staff & facility of the factors, and 1st rank gave to facility of the big bazaar P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

Page 50


Q. No: 18) To improve quality customer service. Which service you expect will add more value for future. Table No.18- Table showing improve quality customer service will expecting way. Parameter

No. Of customer

Percentage (%)

By SMS

79

39.5

by E Mail

42

21

By Person

36

18

All the above

43

21.5

Total

200

100


ANALYSIS: Survey conducted it has been observed future service quality of customer service more expected in this way. Because 39% are using By SMS, 21% are By Email, 18% are through By Person and 22% are using all the above.

Chart No. 18- Graph showing improve the quality service through in this parameter. 90 80 70

79

60 50 40

43

42

36

30 20 10 0 By SMS

by E Mail

By Person

All the above

No. Of customer


INTERPRETATION: From the above graph can be seen that out of 200 respondents are 79(39.5%) respondents of through By SMS to provide quality service. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

Page 51

Customer Service With Reference to Big Bazaar, Bangalore Q.No:19) please rate what according to your expectation from Big Bazaar. Table No.19- Table showing customer expectation from Big Bazaar Expectation

No. Of Customer

Percentage (%)

Trust & Care

82

41

Professional service quality

36

18

Immediate response

72

36

Others

10

5

Total

200

100


ANALYSIS: According to responding for expectation of customer service from big bazaar customer said out of 200 respondents of 82(41%) respondents expect Trust & Care, 36(18%) of professional Service equality, 72(36%) respondents of expects immediate response from big bazaar and only 10(5%) respondents of expect other service from big bazaar.

Chart No.19- Graph showing customer expecting valuable service in big bazaar

Respondents 90 80 70 60 50 40 30 20 10 0

82 72

No. Of Customer

36 10 Trust & Care

Professional service quality

Immedaite response

others


INTERPRETATION: From the above table & graph says out of 200 respondents of 82(41%) respondents more expect from big bazaar of Trust & care is always good expectation.


Page 52

Customer Service With Reference to Big Bazaar, Bangalore Q. No: 20) According to your experience are you happy with customer service at Big Bazaar. Table No.20- Table showing customer happy with customer service in big bazaar. Responding

No of customer

Percentage (%)

Yes

176

88

No

24

12

Total

200

100

Source: Data analysis

ANALYSIS: From the above table can seen that out of 200 respondents are (176)88% respondents said Yes, it is highly happy service have purchased at Big Bazaar, and other 12% respondents said No for service satisfied/unhappy service in Big Bazaar.

Chart No.20- Graph showing customer happy with service in big bazaar 200 180 160 average

140 120 100 80

No of customer

60 40 20 0 Yes

No Respondings

Source: Table no: 20

INTERPRETATION: This question was asked to understand how many customers are happy to for big bazaar service. Out of 200 respondents are 176(88%)respondents said Yes, and some customer said No also because in big bazaar customers says, no communicate with customer.


Page 53

Customer Service With Reference to Big Bazaar, Bangalore Q. No: 21) To improve the need of customer, we come up with innovative customer service which will help to chose the but, please rate your interest level.

Table No.21- Table showing provide future service to customer: SI NO 1

2

3

4

5

6

7

Future service Providing cool drinks

Floor helper Providing home delivery Kids care Digital price indicator for every dept. Hospitality greeting/workshop Every floor billing service

Excellent

Good Average Fair Poor WMS RANK

134

24

40

2

0

670

96

120

4

0

12

164

22

2

0

60

656

66

4

0

64

52

78

6

0

320

208

234

12

0

34

68

66

30

2

170

272

188

60

2

36

104

42

16

2

180

416

126

32

2

36

64

84

10

6

180

256

252

20

6

50

66

52

30

2

250

264

156

60

2

4.45

1

3.93

2

3.87

3

3.46

7

3.78

4

3.57

6

3.66 5


ANALYSIS: Form The above table says out of 200 respondents of 134 respondents gave 1st rank to providing cool drinks whose WMS is 4.45, 164 respondents gave 2nd rank to floor helper whose WMS is 3.93, 78 respondents gave 3rd rank to providing home delivery whose WMS is 3.87, 104 respondents gave rank 4th to Digital price indicator for every dept. Whose WMS is 3.78,66 respondents gave rank 5th to Every floor billing service whose WMS is 3.66, 84 respondents gave rank 6th to Hospitality greeting/workshop whose WMS is 3.57, 68 respondents gave rank 7th to Kids care whose WMS is 3.46.


Page 54

Customer Service With Reference to Big Bazaar, Bangalore Chart No.21- Graph showing improve the need of customer service which will help to future.

Respondings 5 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0

4.45 3.93

3.87

3.46

3.78

3.57

3.66

WAM

Source: Table no: 21

INTERPRETATION: Out of 200 Respondents have rated rank 1st for providing cool drinks as a innovative customer service to improve the need of the customer followed by home delivery service, every floor billing service and floor helper.


Page 55


Chapter- 5: Findings, Suggestions and Conclusion: 5.1 Findings: 1. 60% of the respondents fall in 26-45 years category 2. 90 (45%) of total respondents Income level are Rs.20000 – Rs.30000. 3. 46% of the respondents are Graduate. 4. 35.5 % (71) of the respondents are private employees 5. 36 % (72) of the respondents visit big bazaar once in a week. 6. 37% (74) respondents are influenced by the Brand image of the Big bazaar followed by Quality, Price 7. (35.5%) 65 of the respondents like there Fashion items. 8. 36% (72) of the respondent rate good for the customer response. 9. (71%)142 of the respondents yes, whether customers are taking enough signs in the store to provide needed information in navigation 10. Respondents have given 1st rank for friendliness staff parameter as factor for customer to respond to customer service. 11. 44% (88) of the respondents gave good opinion for store cleanliness of Big Bazaar.

12. 67% of the respondents are interested in online shopping as one among the facilities looking out with Big Bazaar 13. 40% of the respondents like the SMS service which can improve the quality customer service provided by the big bazaar.

14. 82(41%) of the respondents expecting trust and care from the Big Bazaar. 15. 88% (176) of the respondents are happy with the service provided by big bazaar. 16. 126 respondents gave 2nd rank is the staff & facility of the factors. P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga

Page 56

Customer Service With Reference to Big Bazaar, Bangalore 17. 176(88%) respondents happy with customer service in big bazaar. 18. Respondents have rated rank 1st for providing cool drinks as a innovative customer service to improve the need of the customer followed by home delivery service, every floor billing service and floor helper.

5.2 Suggestion: 1) Providing ATM facility nearby big bazaar. 2) Retail business is successful only when they have a good customer services. Customer loyalty can only be gain by providing good or satisfied services to the customers. 3) Most respondents take on the spot decision of buying different products because of the various attractive products displays. So visual appealing store interiors can concentrate on increasing its aesthetics 4) Most of the respondents are interested in online shopping so the company can take the orders online 5) Most of the respondents are expecting the future services like providing cool drinks, floor helper and providing home delivery from the Big Bazaar so they can provide future service to the customers. 6) To enhance the staff efficacy Proper training should be provided to the staff so that they can deal with customer efficiently 7) Various offers can be provided to them to attract new customers like  Follow everyday low pricing strategy (EDLP).  They can opt for weekly coupon system as it holds more of the loyal customers.


Page 57


5.3 Conclusion: Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good quality for all at affordable prices. Big bazaar with over 140 outlets in different part of India is present in both the metro cities as well as in small towns. From the research, we can conclude that Big Bazaar has one of the major retail industries in India which has good Working environment and also the various facilities have been provided to increase the customer services. The employees accept their responsibility wholeheartedly and perform the services in well manner that satisfied the customers and accept that it is their responsibilities to carry out a part of the activities of the company which has created a healthy & strong relationship between employees and managers The study has helped me to understand the various Customer service in Big Bazaar and an opportunity to redefine them to meet organisational objectives. So far the overall customer service of the Big Bazaar is good. In order to maximise Big Bazaar reach ability amongst different customers and beat the competition customers have given positive opinion for providing cool drinks, Home delivery concept, Online shopping as a innovative customer service to improve the need of customers which may boost its reputation among rivals


Page 58

Customer Service With Reference to Big Bazaar, Bangalore BIBILOGRAPHY: BOOKS 1. Philip Kotler, marketing management, (Pearson education, 12thedition, Prentice hall of India pvt.) 3. Berman B and Evans J.R, Retail Management (Pearson education, 10th edition 4. Service Marketing by M.K Rampal 4th edition 5. Integrated service marketing (4th edition) by Zeithmal

JOURNALS: 1. VSRD International Journal of Business and Management Research, Vol. 3 No. 1 January 2013 / 1 E-ISSN: 2231-248X, p-ISSN: 2319-2194 © VSRD International Journals: www.vsrdjournals.com

2. Journal of Retailing 83 (1, 2007) 1–4 Six strategies for competing through service: An agenda for future research (Ruth Bolton 1, Dhruv Grewal, Michael Levy b, 2)

WEBSITES: 1. http://www.ibef.org/industry/retail-india.aspx 2. http://www.futureretail.co.in/businesses/big-bazaar.html 3. http://www.angelbroking.com/Company/CompanyDetails.aspx?id=523574&menu=BS


Page 59

Customer Service With Reference to Big Bazaar, Bangalore QUESTIONNAIRE

Respected Sir/Madam

I am student of PESITM, Shivamogga, and conducting survey on “Customer service with reference to Big Bazaar, Bangalore”. All the data will be kept confidential and will be used just for analysis of the project. I request you to tick the option which in your opinion believes to be true.

1) Customers Name: .................................................

2) Age: a) Bellow 25

b) 26-45

c) Above 46

3) Monthly Income Level: a) Below Rs.10000 b) Rs.10000 – Rs.20000 c) Rs.20000 – Rs.30000 d) Above Rs.30000

4) Educational Qualification: a) Under graduate b) Graduate c) Post Graduate

5) Working status: a) Business

b) Private employee

c) Govt. Employee

d) Student

6) How frequently do you visit Big Bazaar. a) Twice in a week

c) Once in a week

b) During Special offers

d) Whenever the need arises


Page 60

Customer Service With Reference to Big Bazaar, Bangalore 7) What are the factors influencing you to purchase in Big Bazaar. a) Price

b) Quality

c) Brand Image

d) Easy Availability

8) Mention what type of products do you purchase from Big bazaar. a) Electronics Items c) Vegetables

b) Fashion Items d) Kitchen Items

Staff 9) In your most recent customer service experience, how did you the representative or staff? a) In Person

b) Telephone

c) Direct Meeting

d) Internet

10) Overall, how would you rate Big Bazaar staff response to customer enquiry a) Excellent

b) Good

c) Average

d) Fair

e)Poor

11) Please Tick The Following Parameter Of Staff Responding In Customer Service Particulars Excellent Friendliness Staff Staff delivers the appropriate service as promised Knowledgeable Staff Communicating Information Provided Available in a timely manner

Good

Average

Fair

Poor

Staff greeted & offered to help you Behaviour of staff makes you feel that u can trust


Page 61


Store layout 12) Do you think there were enough signs in the store to provide needed information in navigation? a) Yes

b) No

13) Please rate according to you store character & importance of Big Bazaar? Particulars

Strongly Agree Neither Strongly Dis Agree Agree Dis Agree Agree

Specific/Flexible Place Available Is There Less Crowed Store Layout Is Nicer It Easy For Customer To Find What They Needed 14) Overall, please rate the cleanliness of the store a) Excellent

b) Good

c) Average

d) Fair

e) Poor

Facility 15) What kind of an facilities do you like from Big Bazaar? a) 24*7 opening service b) Discount offer c) Online shopping d) Easy carrying of buying

16) Please tick the according to you about Big Bazaar facility? Parameter Excellent Good Average Fair Cleanliness Presentation Of Facility Feeling Of Safe Environment/Security Parking facility Providing ATM near by Big Baazer Lift & Escalator Rest room & Trail room Trolley facility


Poor

Page 62

Customer Service With Reference to Big Bazaar, Bangalore 17) In your recent experience with company how do you rate the quality of customer service you received? a) Excellent b) Good c) Average d) Fair e) Poor

18) To improve upon big bazaar customer service please rate the following 1-3 (1 – Highest: 3- least) a) Staff b) Facility c) Store layout

19) To Improve quality customer service. Which service you expect will add more value for future a) By SMS

c) By Email

b) By person

d) All of the above

20) Please rate what according to your expectation from Big Bazaar. a) Trust & care

b) Professional service quality

c) Immediate response

d) Other specify....................

21) According to your experience are you happy with customer service at Big Bazaar. a) Yes If No, why-

b) No price value is high Staff no response to customer No communicate with customer No parking system Some products produce by big bazaar All of the above


Page 63

Customer Service With Reference to Big Bazaar, Bangalore 22) To improve the need of customer, we come up with innovative customer service which will help you to choose the but. Please rate your interest level. Particulars

Excellent Good

Average Fair

Poor

Providing cool drinks Floor helper Providing home delivery service Kids care Digital price indicator for every department Hospitality greeting/workshop Every floor billing service

23) Any suggestion .................................................................................................................................................. .................................................................................................................................................. .................................................................................................................................................. ......................................................................... Thanking you Signature: Phone No:


Page 64

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