Consumer Satisfacton In Big Bazzar

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RESEARCHED BY:MR. TUSAR RANJAN KANTHA.

ACKNOWLEDGEMENT First of all I would like to express my profound thanks & gratitude to Prof. SanjyothiV.K for her major contribution & foresights. Her guidance has helped me significantly. I wish to express my cordial appreciation to all the academicians, fellow students, faculty members & the staff of ISBR, who helped in terms of their feed backs which paved way to furnish this project. It of course impossible to finish a project without the support of other people, which is even truer in my case, I take this opportunity to thank them for their immensely warm, vocal and vigorous encouragement deep appreciations to my parents. Finally, I thank Director of ISBR Mr. Amit Gupta providing ample time space and opportunity to complete the project.

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CERTIFICATE

This is to certify that Mr. TUSAR RANJAN KANTHA bearing university Regd. No. 058 has successfully completed the project on the topic “CUSTOMER

SATISFACTION IN BIG BAZzAR ” .

Director (Mr.Amit Gupta)

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ISBR,Bangalore

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CERTIFICATE

This is to certify that Mr. TUSAR RANJAN KANTHA bearing university Regd. No. 058 has successfully completed the project on the topic “CUSTOMER

SATISFACTION IN BIG BAZzAR ” guidance of Prof. Sanjyothi. Under Guidance Prof. Sanjyothi.V.K.

ISBR,Bangalore

under the

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Table of Contents 1. INTRODUCTION TO RETAIL INDUSTRY ……………………………………………………….2 2. PROFILE OF BIG BAZZAR (KORAMANGLA) ………………………………………………………..4 3. SAMPLING ………………………………………………………5 4. QUESTIONNAIRE ………………………………………………………...6 5. FINDINGS AND SUGGESTIONS..…….………………… ………………….41 6. RECCOMENDATIONS AND CONCLUSION ………………………………………………………………49

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INTRODUCTION: RETAIL INDUSTRY IN INDIA India has one of the largest numbers of retail outlets in the world. Of the 12 million retail outlets present in the country, nearly 5 million sell food and related products. Thought the market has been dominated by unorganized players, the entry of domestic and international organised players is set to change the scenario. Organized retail segment has been growing at a blistering pace, exceeding all previous estimates. According to a study by Deloitte Haskins and Sells, organised retail has increased its share from 8 per cent of total retail sales in 2007 to 10 per cent in 2008. The fastest growing segments have been the wholesale cash and carry stores (150 per cent) followed by supermarkets (100 per cent) and hypermarkets (75-80 per cent). Further, it estimates the organised segment to account for 25 per cent of the total sales by 2011. India retail industry is the largest industry in India, with an employment of around 8% and contributing to over 10% of the country's GDP. Retail industry in India is expected to rise 25% yearly being driven by strong income growth, changing lifestyles, and favourable demographic patterns.

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It is expected that by 2016 modern retail industry in India will be worth US$ 175- 200 billion. India retail industry is one of the fastest growing industries with revenue expected in 2008 to amount US$ 350 billion and is increasing at a rate of 5% yearly. A further increase of 7-8% is expected in the industry of retail in India by growth in consumerism in urban areas, rising incomes, and a steep rise in rural consumption. It has further been predicted that the retailing industry in India will amount to US$ 21.5 billion by 2010 from the current size of US$ 7.5 billion. Shopping in India has witnessed a revolution with the change in the consumer buying behaviour and the whole format of shopping also altering. Industry of retail in India which has become modern can be seen from the fact that there are multi- stored malls, huge shopping centres, and sprawling complexes which offer food, shopping, and entertainment all under the same roof. India retail industry is expanding itself most aggressively; as a result a great demand for real estate is being created. Indian retailers preferred means of expansion is to expand to other regions and to increase the number of their outlets in a city. It is expected that by 2010, India may have 600 new shopping centres. India retail industry is progressing well and for this to continue retailers as well as the Indian government will have to make a combined effort.

PROFILE OF BIG BAZZAR

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Big Bazaar is not just another hypermarket. It caters to every need of a family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. At Big Bazaar, one can get the best products at the best prices – that is what they guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise you. And this is just the beginning. Big Bazaar plans to add much more to complete the shopping experience. Food is the main shopped for category in this store.

Parent Company: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. LINES OF BUSINESS OF THE ABOVE STORE:• E-tailing • Food • Fashion • Home Solution • General Merchandise • Leisure and Entertainment • Wellness and Beauty • Books and Music

Sampling:Sample Size – 75 customers/consumers Sample Unit – Consumers in the age group 18 to 50 years

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Scope and Uses: 1.

It will extend to the actual field study of these outlets in Bangalore.

2. It will give information to prospective customers. 3. Help us gain independent knowledge about the consumer perception of the outlets identified. 4. The study can help the companies get additional research information.

5.

It facilitates evaluation of brand name and customer satisfaction.

FORMAT OF THE QUESTIONNAIRE EMPLOYED: Dear Customer, I am a student of ISBR, conducting a study on the customer perception and Satisfaction in retail outlet in Bangalore, viz., Big

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Bazaar. Please fill in the following questionnaire to help me in my survey.

NAME:

AGE: 58-65

OCCUPATION:

18-28

GENDER:

28-38

Male

38-48

48-58

Female

1) How often do you shop? Once a week month

Fortnightly

Once a

2) Which of the following stores do you shop at? Big Bazaar

Shopper's Stop

Marks & Spencer

others (specify) ____________________________________ 3) What do you mostly shop for at the mentioned stores?

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Clothing Groceries

Accessories

Others (specify) ____________________________________ 4) Why do you prefer to shop in Big Bazzar at the abovementioned store? 5) Rank your preferences for shopping: Proximity

Quality

Brand

Price

Store Layout

One-stop shopping

6) Does advertising and promotion influence your shopping decisions? Yes

No

7) Which form of promotion do you think is most effective? Print

TV

Radio

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8) Indicate your satisfaction level based on the following parameters for the following stores: Unsatisfi Retail Outlet ed Satisfied Big Bazaar

Highly Satisfied

Not Visited

ANALYSIS AND INTERPRETATION: The tools and methods of data collection identified earlier were employed to gather data on the consumer perception on Big Bazaar. The data accrued, especially from the interviews and questionnaires circulated, are tabulated and depicted on graphs in the following pages. The data thus gathered and tabulated is analysed.

The

data

is

then

scrutinized

and

relevant

interpretations are drawn. The major objectives of analysis of data are: 1. To evaluate and enhance data quality 2. Examine effects of other relevant factors 3. CUSTOMER SATISFACTION RATIO,

4. LEVEL OF SATISFACTION, 5. CAUSES OF DISATISFACTION, 6. CUSTOMER RESPONSES REGARDING SERVICES

The data collection plan, including procedures, instruments, and forms, was designed and pre-tested to maximize accuracy. All data collection activities were monitored to ensure adherence to the data collection protocol and to prompt actions to minimize and

resolve

missing

and

questionable

data.

Monitoring

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procedures

were

instituted

at

the

outset

and

maintained

throughout the study, since the faster irregularities can be detected; the greater the likelihood that they can be resolved in a satisfactory manner and the sooner preventive measures can be instituted. Q. 1) Age of the respondents

Age

Total

18-28 28-38 38-48 48-58 58-65

37 16 8 9 5 75

Percentag e 49.33% 21.33% 10.67% 12.00% 6.67% 100%

Age of Respondents 40

37

No of Respondents

35 30 25 20

16

15 10

8

9

38-48

48-58

5

5 0 18-28

28-38

Age

58-65

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Age of Respondents

6.67% 12.00% 18-28 28-38 10.67%

49.33%

38-48 48-58 58-65

21.33%

Data Collected The first criteria respondents were asked to indicate was the age group they belonged to. Respondents were asked to choose among five age group categories, viz., 18-28, 28-38, 38-48, 48-58 and 58-65 years. The age groups were identified as key factors impacting shopping and purchase decisions of consumers. Analysis From the table, bar graph and pie chart depicted above, the distribution of the population under study is evident. Of the 75 respondents who answered the questionnaire, 37 indicated that their ages fell in the category 18-28 years. This accounts for 49.33% of the respondents.

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Of the 75 respondents who answered the questionnaire, only 5 indicated that their ages fell in the category 58-65 years. This accounts for 6.67% of the respondents who fall in this age group. It is evident from the responses and the subsequent tabulation that, on an average, the respondents can be categorized in the following descending order of age groups: 18-28, 28-38, 48-58, 38-48, and 58-65. Interpretation: Of the consumers approached, 75 people agreed to fill in the questionnaire and this specific question. This question is aimed at analyzing the distribution of ages of the population that visit the stores under study. The age groups laid before the respondent have been the result of observation and interview. By analysing the responses to this question, I, as a researcher, as well as companies, can identify the demographics of the population that visit retail outlets. The highest number of respondents falls in the age group 18-28. It can be deduced that most of the consumers who visit retail outlets regularly are the youth. They make up almost half of the population who shop at retail stores. The rest of the population who visit the retail outlets under study can be listed in the following descending order of distribution – the working age group, the older age group, the middle age group, and senior citizens.

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It is not surprising that the youth most frequent malls and retail stores. What is unexpected, however, is the fact that more people who fall into the older age group visit the retail stores than those who fall in the middle age group. Then again, this deduction cannot be applied to the entire population of Bangalore. The disparity can be attributed to the small size of the sample under study.

Q. 2) Gender of the respondents: Gender

Total

Male Female

35 40 75

Percentag e 46.67% 53.33% 100%

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Gender of Respondents 41

40

No of Respondents

40 39 38 37 36 35

35

34 33 32 Male

Female

Gender of Respondents

Female 53.33%

Data Collected

Male 46.67%

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Consumers were asked to indicate their gender. The object of this question is to understand the demographics of the population under study. Analysis From the table, bar graph and pie chart depicted above, the distribution of the consumers is evident. Of the 75 respondents who answered the questionnaire, 40 were female. This accounts for 53.33% of the respondents, almost half of the population under study. Of the 75 respondents who answered the questionnaire, the rest 35 were male. This accounts for 46.67% of the population under study. It is evident from the responses and the subsequent tabulation that the number of female respondents was higher than that of the male respondents in the population under study. Interpretation Of the consumers approached, 75 people agreed to fill in the questionnaire and this specific question. This question is aimed at identifying the distribution between the two genders and how many of them visit the retail stores under study. By analysing the responses to this question, I as ,a researcher, as well as companies, can identify the distribution in the number of men and women who

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visit the retail outlets and appropriate decisions can be made keeping these numbers in mind. The highest number of respondents were female, as is depicted by the graph and chart presented above. The number of male respondents was less compared to the female respondents. Two deductions can be made from the above data collected: one, more women visit retail outlets than men. Two, more women are willing to fill out questionnaires and take a survey than men. This can help the companies and researchers in undertaking future decisions and studies. Since more women can be inferred to visit retail stores than men, companies can target their offerings and marketing strategies in two areas. Retail outlets can appeal to the women customers by offering more products geared especially towards women. They can provide a shopping experience that women are particularly attracted to. Another way that retail chains can use the above data is to appeal to the men rather than the women. Since, fewer men visit retail stores as against women, the companies have a large base of potential customers. By providing products that are geared towards men and by providing a shopping experience that attracts men, the retail chains can expand their customer base.

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Q. 3)

How often do you shop?

Frequency

Total

Once a week Fortnightly Once a month

14 27 34 75

Percentag e 18.67% 36.00% 45.33% 100%

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How often do you shop? 40 34

No of Respondents

35 30

27

25 20 15

14

10 5 0 Once a week

Fortnightly Frequency

Once a month

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How often do you shop?

18.67%

45.33%

Data Collected

Once a week Fortnightly Once a month

36.00% Consumers approached were asked about their frequency in visits

to shops. The frequency points furnished were: Once a week, Fortnightly, and Once a month. These frequency points were identified by observation and interview as the average times that consumers shop. Analysis From the table, bar graph and pie chart depicted above, the frequency of shopping of the respondents is evident. Of the 75 respondents who answered the questionnaire, 34 indicated that they shopped once a month. This accounts for 45.33% of the respondents, who visit shops including retail stores once a month.

Of the 75 respondents who answered the questionnaire, 14 indicated that they shopped once a week. This accounts for 18.67% of the respondents, who visit shops, malls or retail stores once every week.

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It is evident from the responses and the subsequent tabulation that, on an average, the frequency of shopping among the respondents can be listed in the following descending order: Once a month, Fortnightly, and Once a week. Interpretation Of the consumers approached, 75 people agreed to fill in the questionnaire and this specific question. This question is aimed at understanding how frequently consumers visit shops and buy their products or avail of their services. The frequency points laid before the respondent have been the result of observation and interview. By analysing the responses to this question, I as

a

,researcher, as well as companies, can identify the number of times a customer is likely to shop in a month’s time. The highest responses have been attributed to once a month shopping. It can be deduced that consumers who shop only once a month look to buy groceries and other essentials to last them a month. Therefore, retail outlets have tough customers in those who shop once a month. Such customers look to buy in bulk. Moreover, such customers may not be open to experimenting with new stores. Hence, to capture this market, retail outlets must put in place strategies that attract them. Once they profess a liking to a certain store, they turn out to be very loyal customers.

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Consumers who shop once a week, on the other hand, pose very different challenges to retail stores. Such customers can be presumed to have a high disposable income and may buy more lifestyle or fashion products. Since they shop so frequently, they must continually be entertained and attracted to make repeat purchases at stores. When targeting this segment, companies must be able to get new stock every week, and update their marketing strategies continuously. Q. 4) What do you mostly shop at Big Bazzar ?

Details

Total

Clothing Accessories Groceries Others

33 12 25 3 75

Percentag e 44.00% 16.00% 33.33% 4.00% 100%

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What do you mostly shop for at the abovementioned store? 33

35

No of Respondents

30

25

25 20 15

12

10 3

5 0 Clothing

Accessories

Groceries

Others

Items

Data Collected Consumers approached were asked to indicate the types of products they mostly shopped for at the stores they had selected earlier.

The

types

of

products

presented

were

Clothing,

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Accessories, Groceries and others. These products were identified by observation and interview as the most popular products that consumers shop for frequently. Analysis From the table, bar graph and pie chart depicted above, the products frequently shopped for by consumers is evident. Of the 75 respondents who answered the questionnaire, 33 indicated that they essentially shopped for clothing at the store they had indicated earlier. This accounts for 44.00% of the respondents. Of the 75 respondents who answered the questionnaire, only 3 indicated other products they frequently shop for at the stores indicated earlier. This accounts for 4.00% of the respondents, who gave importance to products such as home furnishings, books, and kitchen appliances.

It is evident from the responses and the subsequent tabulation that consumers, on an average, frequently shop for products in the following descending order: Clothing, Groceries, Accessories, and Others.

Interpretation Of the consumers approached, 75 people agreed to fill in the questionnaire and this specific question. This question is aimed at

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identifying the products consumers shop for frequently at retail outlets. The product categories laid before the respondent are the result of observation and interview. By analysing the responses to this question, we, the researchers, as well as companies, can identify the main attractions of products and services offered. The high number of responses indicate that a large number of consumers

visit

retail

outlets

for

clothes/dresses/apparel.

Accoutrement is the hottest selling item that any retail outlet can provide. One-third of the respondents indicated that the visit retail outlets to purchase groceries. To the retail stores, the above tabulated responses lead to a very important result. Clothing is the fastest moving consumer good. Retail outlets that provide apparel can see a higher rate of turnover and sales volume. However,

the

above

results

cannot

be

assumed

to

be

representative of the entire population of Bangalore city. The sample

size

consists

of

only

75

respondents,

who

were

approached on a random basis as they visited the retail outlets.

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Q. 5) Why do you choose Big Bazzar ?

Factors

Total

Quality Fashion Affordability Variety All under one roof Brand name Service Store atmosphere Loyalty Proximity

20 5 10 4 10 11 4 3 5 3 75

Percentag e 26.67% 6.67% 13.33% 5.33% 13.33% 14.67% 5.33% 4.00% 6.67% 4.00% 100%

25 20 15 10 5 0

20

xim

ity

lty

3

Pr o

os at m

Lo ya

ph e

re

ice e St or

Factors

5

3

rv Se

e m

Br

an d

na

ro

lu nd

er on e

Va

rie

of

ty

4

Al

ab ilit

y

4

Af fo rd

Fa s

hi on

5

lity

11

10

10

Q ua

No of Respondents

Why do you shop at the above store?

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Why do you shop at the above store? Loyalty, 6.67% Proximity, 4.00% Store atmosphere, 4.00%

Quality, 26.67%

Service, 5.33%

Brand name, 14.67%

All under one roof, 13.33%

Fashion, 6.67%

Affordability, 13.33% Variety, 5.33%

Data Collected Consumers approached were asked an open-ended question to indicate the reasons they select a particular store to shop at as against any other retail outlet. Their responses were recorded and a broad idea of the factors that influence shopping and buying decisions was formed. Analysis The responses of the interviewees and consumers have been broadly categorised into 10 factors that they find impact their shopping decision and result in their choosing one store over another. From the table, bar graph and pie chart depicted above, the influencing factors are evident. The reasons include: Quality,

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Fashion, Affordability, Variety, All products under one roof, Brand name, Service, Store atmosphere, Loyalty, and Proximity. Of the 75 respondents who answered the questionnaire, 20 replied that quality of the products is generally the main reason they choose to shop at specific stores. This accounts for 26.67% of the respondents, who replied saying quality was the reason why they shopped at the store indicated earlier. Of the 75 respondents who answered the questionnaire, 3 answered that store atmosphere contributed to their shopping decision, while another 3 replied that proximity of the store played a big role. This accounts for 4.00% of the respondents, in each case.

Interpretation Of the consumers approached, 75 people agreed to fill in the questionnaire and this specific question. This question is aimed at getting direct customer feedback as to the factors that influence their shopping decision. By analysing the responses to this question, we, the researchers, as well as companies, can identify the biggest factors that influence the consumers in favouring one store over others, direct from the horse’s mouth. If set in descending order of influence as indicated by the consumers, the factors can be listed as: Quality, Brand name,

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Affordability, All products under one roof, Fashion, Loyalty, Service, Variety, Proximity, and Store atmosphere. From the table, graph and chart depicted above, it is evident that customers give value to a great many number of factors when deciding which store to shop at. It would be prudent on the part of the company to identify their strong and weak areas, which attract or drive away customers to/from their stores. Q. 6) Rank your preferences for shopping:

Details

Total

Quality Brand Price Store layout Proximity One-stop shop

23 11 16 6 5 14 75

Percentag e 30.67% 14.67% 21.33% 8.00% 6.67% 18.66% 100%

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Preferences for Shopping

One-stop shop, 18.66% Proximity, 6.67%

Quality, 30.67%

Store layout, 8.00% Price, 21.33%

Brand, 14.67%

Data Collected Consumers approached were asked to rank their preferences on a scale of 1 to 6 of their preferences when choosing to shop at particular stores. The preference points placed before them were ‘Quality, ‘Brand’, ‘Price’, ‘Store Layout’, ‘Proximity’, ‘One-stop shop’. These preference points were identified by observation and interview as the most popular reasons that beget the attraction of consumers and act as inducements to shop at particular stores. Analysis From the table, bar graph and pie chart depicted above, the preference points of consumers is evident.

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Of the 75 respondents who answered the questionnaire, 23 give first importance to quality when choosing which store to shop at. This accounts for 30.67% of the respondents, who gave rank #1 to ‘Quality’. Of the 75 respondents who answered the questionnaire, only 5 gave first importance to proximity of the store when choosing where to shop at. This accounts for 6.67% of the respondents, who gave rank #1 to ‘Proximity’. It is evident from the responses and the subsequent tabulation that consumers, on an average, rank the preference points in the following descending order of attraction: Quality, Price, and Onestop shop, Brand, Store Layout, and Proximity. Interpretation Of the consumers approached, 75 people agreed to fill in the questionnaire and this specific question. This question is aimed at understanding what elements attract the consumer the most. The preference points laid before the respondent have been the result of observation and interview. By analysing the responses to this question, we, the researchers, as well as companies, can identify the biggest factors that influence the consumers in favouring one store over others. The highest responses and the highest ranking have been attributed to quality of the products on sale. When choosing to shop at a particular store, or when favouring one store over the

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others, it is seen that most consumers make this decision based on the quality of the products on offer. The next criteria that influence the consumers in favouring a particular store over others are (in descending order) – Price, One-stop shop, Brand, Store layout, and Proximity. Although it is said that the most important things in retail are “Location, location, and location”, from the consumers’ point of view, proximity is of little concern. The quality, price and variety of goods play big roles in the decision making process. Q. 7) Do advertisement and promotion influence your shopping decision? Details

Total

Yes No

33 42 75

Data Collected

Percentag e 44.00% 56.00% 100%

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Do advertisement and promotion influence your shopping decision?

No 56.00%

Consumers

approached

Yes 44.00%

were asked

if advertisements

and

promotional activities influence their shopping decisions. This question was answered by 75 consumers. Advertisements refer to those that appear in any/all types of media. Promotional activities refer to sales, coupons, gifts, free products etc. Analysis From the table, bar graph and pie chart depicted above, the influence of advertisements and promotions on the psyche of consumers is evident. Of the 75 respondents who answered the questionnaire, 42 replied that advertisements have little or no effect when deciding where to shop at. This accounts for 56.00% of the respondents, who indicated the choice ‘No’. Of the 75 respondents who answered the questionnaire, 33 replied that advertisements and promotional activities do affect their decision when favouring one store over others. This

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accounts for 44.00% of the respondents, who indicated the choice ‘Yes’. Interpretation Of the consumers approached, 75 people agreed to fill in the questionnaire and this specific question. This question is aimed at understanding the effect of advertisements and promotional activities on the psyche of the consumers. The object is also to analyze how far advertisements, promotions and other marketing strategies have an impact on the shopping and buying behaviour of consumers. By analysing the responses to this question, I as a , the researcher, as well as companies, can identify the effect of advertising and marketing campaigns on the consumers’ minds and how far advertisements translate into sales.

From the tabulated data depicted above and responses of the consumers, it is evident that a slightly higher number of respondents do not give much importance to advertisements and promotional activities. The number of respondents who indicated that advertisements and promotional activities do have an impact on their shopping decisions was slightly lesser. This indicates that although most consumers are aware of the advertisements and promotional campaigns, a slightly higher percentage of consumers are not swayed by the marketing strategies instituted by the companies.

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This is not, however, to say that advertisements and promotional activities have no bearing on the minds of the consumers at all. The responses only indicate that advertisements serve to keep the brand in retention although they do not guarantee sales. The products sold at the stores have the biggest impact on attracting and retaining customers. Q. 8) Which form of advertisement do you think is most effective? Details

Total

Print TV Radio

28 40 7 75

Percentag e 37.33% 53.33% 9.34% 100%

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Which form of advertisement do you think is most effective?

Data Collected Radio 9.34%

Print 37.33%

TV 53.33%

Consumers approached were asked which form of advertisement they thought was most effective. This question was answered by 75 consumers. The methods of advertising were restricted to three – Television, Print and Radio. The options laid before the respondents were the result of observation and interview as being the most popular which the consumers identify as means of advertising. Analysis From the table, bar graph and pie chart depicted above, the effectiveness of the various modes of advertising on the psyche of consumers is evident. Of the 75 respondents who answered the questionnaire, 40 indicated that the television is the most effective means of advertising for a store. This accounts for 53.33% of the respondents, who indicated the choice ‘TV’.

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Of the 75 respondents who answered the questionnaire, only 7 indicated that the radio is an effective means in advertising to the consumers. This accounts for 9.34% of the respondents, who indicated the choice ‘Radio’. It is evident from the graph and chart presented above that, in the minds of the consumers, the effectiveness of the three kinds of media are classified as follows (in the descending order): Television, Print, and Radio. Interpretation Of the consumers approached, 75 people agreed to fill in the questionnaire and this specific question. This question is aimed at understanding

the

effectiveness

of

the

three

means

of

advertising. The object is also to analyze how far advertisements broadcast through these media percolate into the minds of the consumers. By analysing the responses to this question, we, the researchers, as

well

as

companies,

can

identify

the

effectiveness

of

advertisements through the media identified. This helps to understand which media is more influential and attracts more sales. From the tabulated data depicted above and responses of the consumers, it is evident that the majority of the respondents feel that television advertising is the most effective means of

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advertising. This is indicative in spite of large number of commercials that the public is bombarded with.

The respondents give very little credit to radio advertisements. This is indicative of the fact that most of the public ignore radio advertisements or else that radio advertising does not translate into sales. Thus, it can be surmised that when advertising, more effective media to reach the consumer and persuade them to buy are the television and print media, more so than radio advertising.

Q. 9) Indicate your satisfaction level based on the given parameters for the Big Bazzar:

Stor e

Big Bazz ar

Unsatisfie d T % otal 20

26.67 %

Satisfied T otal

%

43

57.33 %

Highly Satisfied T % otal 10

13.33 %

Never Visited T % otal 2

2.67 %

Total T otal 75

% 1 00%

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Satisfaction level Satisfaction Levels with Big Bazaar

Highly Satisfied, 13.33%

Never Visited, 2.67% Unsatisfied, 26.67%

Satisfied, 57.33%

Data Collected

Consumers approached were asked about their satisfaction with the three stores covered in this study. This question was answered by 75 consumers. The satisfaction scale comprised of four ranks – Unsatisfied, Satisfied, Highly Satisfied and Never Visited. Analysis From the table, bar graph and pie chart depicted above, satisfaction levels with the above 75 respondents who answered the questionnaire, 43 indicated a satisfactory response towards Big Bazaar, and 2 had not visited the store. Interpretation Of the consumers approached, 75 people agreed to fill in the questionnaire and this specific question. This question is aimed at understanding the satisfaction levels of the consumers under

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study – Big Bazzar. The object is also to analyze how far the marketing strategies, brand image, advertisements, layout, quality

etc.,

contribute

towards

consumer

perception

and

satisfaction. By analysing the responses to this question, we, the researchers, as

well

as

companies,

can

identify

the

effectiveness

of

advertisements, location, brand, price, promotion, product variety etc., on the target consumers. This helps to understand the current

consumer

perception

about

Big

Bazzar

and

the

corresponding satisfaction levels. From the tabulated data depicted above and responses of the consumers, it is evident that a good number of target consumers are satisfied with the stores at large. However, there are those who are unsatisfied or who have never visited the store at all. Such consumers form the potential market that the companies must strive to attract. There are also quite a few respondents who were highly satisfied with the retail chains. It is imperative for the stores to find out why this is so. They can modify and apply the same attractions towards the consumers who are less satisfied. The above table and graph give a worm’s eye-view of the consumer perception about Big Bazzar. This can help the marketers understand how effective their strategies have been. Analysis

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From the pie chart depicted above, satisfaction levels with Big Bazaar are evident. Of the 75 consumers who answered this question, 57.33% indicate that they are satisfied with Big Bazaar.

Of the 75 respondents, who indicated their satisfaction levels with Big Bazaar, 26.67% indicated that they are unsatisfied with Big Bazaar. Of the total number of respondents, 13.33% indicated that they were highly satisfied with Big Bazaar. And 2.67% indicated that they had not visited the store up to the date of filling in this questionnaire.

Interpretation: Of

the

consumers

approached,

75

agreed

to

fill

in

the

questionnaire and answer the above question. The aim of this question is to understand the level of satisfaction that consumers feel with regards to the retail chain Big Bazaar.

As is evident from the pie chart presented above, a little more than half of the respondents indicated that they are satisfied with Big Bazaar, while almost one-eighth indicated that they are highly satisfied with the store. However, almost one-fourth of the

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number of respondents indicated that they were unsatisfied with Big Bazaar.

This goes to show that although Big Bazaar may have an overall goodwill from the consumers, there are still some things that they are not doing right. Big Bazaar must identify exactly what the problem areas are and must address them quickly and swiftly.

The above pie chart shows that almost 30% of the respondents fall into the category of potential customers. Big Bazaar must take effective steps to attract these consumers.

FINDINGS AND SUGGESTIONS In the surveys, interviews and study conducted above, I came across many factors that influence the consumers’ perception of a store and their subsequent shopping and buying decisions. Here, I present the findings gathered and the suggestions we offer to companies based on the data gathered and analyzed.

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Respondents were asked to choose among five age group categories, viz., 18-28, 28-38, 38-48, 48-58 and 58-65 years. The age groups were identified as key factors impacting shopping and purchase decisions of consumers. By analysing the responses to this question, I as, a researcher, as well as companies, can identify the demographics of the population that visit retail outlets. The highest number of respondents falls in the age group 18-28. It can be deduced that most of the consumers who visit retail outlets regularly are the youth. The rest of the population who visit the retail outlets under study can be listed in the following descending order of distribution – the working age group, the older age group, the middle age group, and senior citizens. It is not surprising that the youth most frequent malls and retail stores. What is unexpected, however, is the fact that more people who fall into the older age group visit the retail stores than those who fall in the middle age group. Then again, this deduction cannot be applied to the entire population of Bangalore. The disparity can be attributed to the small size of the sample under study. Consumers were also asked to indicate their gender. The object of this question is to understand the demographics of the population under study. By analysing the responses to this question, we, the researchers, as well as companies, can identify the distribution in the number of men and women who visit the retail outlets and appropriate decisions can be made keeping these numbers in mind.

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The highest number of respondents were female, as is depicted by the graph and chart presented above. The number of male respondents was less compared to the female respondents. Two deductions can be made from the above data collected: one, more women visit retail outlets than men. Two, more women are willing to fill out questionnaires and take a survey than men. This can help the companies and researchers in undertaking future decisions and studies. Since more women can be inferred to visit retail stores than men, companies can target their offerings and marketing strategies in two areas. Retail outlets can appeal to the women customers by offering more products geared especially towards women. They can provide a shopping experience that women are particularly attracted to.

Another way that retail chains can use the above data is to appeal to the men rather than the women. Since, fewer men visit retail stores as against women, the companies have a large base of potential customers. By providing products that are geared towards men and by providing a shopping experience that attracts men, the retail chains can expand their customer base. Consumers approached were asked about their frequency in visits to shops. The frequency points furnished were: Once a week, Fortnightly, and Once a month. By analysing the responses to this question, we, the researchers, as well as companies, can identify the number of times a customer is likely to shop in a month’s time. The highest responses have been attributed to once a month shopping. It can be deduced that consumers who shop only once a month look to buy groceries and other essentials to last them a month. Therefore, retail outlets have tough

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customers in those who shop once a month. Such customers look to buy in bulk. Moreover, such customers may not be open to experimenting with new stores. Hence, to capture this market, retail outlets must put in place strategies that attract them. Once they profess a liking to a certain store, they turn out to be very loyal customers. Consumers who shop once a week, on the other hand, pose very different challenges to retail stores. Such customers can be presumed to have a high disposable income and may buy more lifestyle or fashion products. Since they shop so frequently, they must continually be entertained and attracted to make repeat purchases at stores. When targeting this segment, companies must be able to get new stock every week, and update their marketing strategies continuously. Consumers approached were asked which stores they shopped at frequently. The retail store brands placed before them were Big Bazaar, Shoppers’ Stop, Marks & Spencer, and others. By analysing the responses to this question, I as, a researcher, as well as companies, can identify customer preferences among the varied choices of stores, and can calculate how much market share they hold. The highest number of responses has been attributed to Big Bazaar. Big Bazaar attracts people of many income groups, and offers products that appeal to a wide array of consumers. The other stores can be ranked in descending order of preference or frequency of visits as: Shoppers’ Stop, Others, and Marks & Spencer. It can be deduced from the above figures that the category ‘Others’ was indicated by more number of respondents than those who indicated they frequent Marks & Spencer. This may be because Marks & Spencer targets only the elite classes in a city where a higher percentage of the population belong to the middle income group.

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In analyzing the other stores that consumers frequent, outlets such as Westside, Monday to Sunday, More, Central etc., featured. This indicates that more people frequent stores that cater to the middle income group. This is not to say that Marks & Spencer has no customer base. However, they may be unable to generate a high volume of repeat sales. Consumers approached were asked to indicate the types of products they mostly shopped for at the stores they had selected earlier. The types of products presented were Clothing, Accessories, Groceries and others. By analysing the responses to this question, we, the researchers, as well as companies, can identify the main attractions of products and services offered. The high number of responses indicate that a large number of consumers visit retail outlets for clothes/dresses/apparel. Accoutrement is the hottest selling item that any retail outlet can provide. One-third of the respondents indicated that the visit retail outlets to purchase groceries. To the retail stores, the above tabulated responses lead to a very important result. Clothing is the fastest moving consumer good. Retail outlets that provide apparel can see a higher rate of turnover and sales volume. However, the above results cannot be assumed to be representative of the entire population of Bangalore city. The sample size consists of only 75 respondents, who were approached on a random basis as they visited the retail outlets. Consumers approached were asked an open-ended question to indicate the reasons they select a particular store to shop at as against any other retail outlet. By analysing the responses to this question, we, the researchers, as well as companies, can identify the biggest factors that influence the consumers in favouring one store over others, direct from the horse’s mouth.

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If set in descending order of influence as indicated by the consumers, the factors can be listed as: Quality, Brand name, Affordability, All products under one roof, Fashion, Loyalty, Service, Variety, Proximity, and Store atmosphere. From the table, graph and chart depicted above, it is evident that customers give value to a great many number of factors when deciding which store to shop at. It would be prudent on the part of the company to identify their strong and weak areas, which attract or drive away customers to/from their stores. Consumers approached were asked to rank their preferences on a scale of 1 to 6 of their preferences when choosing to shop at particular stores. The preference points placed before them were ‘Quality, ‘Brand’, ‘Price’, ‘Store Layout’, ‘Proximity’, ‘One-stop shop’. By analysing the responses to this question, we, the researchers, as well as companies, can identify the biggest factors that influence the consumers in favouring one store over others. The highest responses and the highest ranking have been attributed to quality of the products on sale. When choosing to shop at a particular store, or when favouring one store over the others, it is seen that most consumers make this decision based on the quality of the products on offer. The next criteria that influence the consumers in favouring a particular store over others are (in descending order) – Price, One-stop shop, Brand, Store layout, and Proximity. Although it is said that the most important things in retail are “Location, location, and location”, from the consumers’ point of view, proximity is of little concern. The quality, price and variety of goods play big roles in the decision making process.

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Consumers approached were asked if advertisements and promotional activities influence their shopping decisions. By analysing the responses to this question, we, the researchers, as well as companies, can identify the effect of advertising and marketing campaigns on the consumers’ minds and how far advertisements translate into sales. From the tabulated data depicted above and responses of the consumers, it is evident that a slightly higher number of respondents do not give much importance to advertisements and promotional activities. The number of respondents who indicated that advertisements and promotional activities do have an impact on their shopping decisions was slightly lesser. This indicates that although most consumers are aware of the advertisements and promotional campaigns, a slightly higher percentage of consumers are not swayed by the marketing strategies instituted by the companies. This is not, however, to say that advertisements and promotional activities have no bearing on the minds of the consumers at all. The responses only indicate that advertisements serve to keep the brand in retention although they do not guarantee sales. The products sold at the stores have the biggest impact on attracting and retaining customers. Consumers approached were asked which form of advertisement they thought was most effective. The methods of advertising were restricted to three – Television, Print and Radio. By analysing the responses to this question, I as, a the researcher, as well as companies, can identify the effectiveness of advertisements through the media identified. From the tabulated data depicted above and responses of the consumers, it is evident that the majority of the respondents feel that television advertising is the

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most effective means of advertising. This is indicative in spite of large number of commercials that the public is bombarded with. The respondents give very little credit to radio advertisements. This is indicative of the fact that most of the public ignore radio advertisements or else that radio advertising does not translate into sales. Thus, it can be surmised that when advertising, more effective media to reach the consumer and persuade them to buy are the television and print media, more so than radio advertising. Consumers approached were asked about their satisfaction covered in this study. The

satisfaction scale of Big Bazzar comprised of four ranks – Unsatisfied,

Satisfied, Highly Satisfied and Never Visited. The object is also to analyze how far the marketing strategies, brand image, advertisements, layout, quality etc., contribute towards consumer perception and satisfaction.

By analysing the responses to this question, we, the researchers, as well as companies, can identify the effectiveness of advertisements, location, brand, price, promotion, product variety etc., on the target consumers. This helps to understand the current consumer perception of the three stores identified and the corresponding satisfaction levels. From the tabulated data depicted above and responses of the consumers, it is evident that a good number of target consumers are satisfied with the stores at large. However, there are those who are unsatisfied or who have never visited the store at all. Such consumers form the potential market that the companies must strive to attract.

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There are also quite a few respondents who were highly satisfied with the retail chains. It is imperative for the stores to find out why this is so. They can modify and apply the same attractions towards the consumers who are less satisfied. The above table and graph give a worm’s eye-view of the consumer perception of the three stores. This can help the marketers understand how effective their strategies have been. A little more than half of the respondents indicated that they are satisfied with Big Bazaar, while almost one-eighth indicated that they are highly satisfied with the store. However, almost one-fourth of the number of respondents indicated that they were unsatisfied with Big Bazaar. This goes to show that although Big Bazaar may have an overall goodwill from the consumers, there are still some things that they are not doing right. Big Bazaar must identify exactly what the problem areas are and must address them quickly and swiftly. The above pie chart shows that almost 30% of the respondents fall into the category of potential customers. Big Bazaar must take effective steps to attract these consumers.

RECOMMENDATIONS AND CONCLUSION BIG BAZAAR Pros: 1.

Variety: Big Bazaar offers a wide variety of products of different prices and different qualities satisfying most of its customers.

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Quality: Providing quality at low prices and having different types of products for different income customers is another advantage.

3.

Price: As noted the prices and offers in Big Bazaar have been one of the main attractions and reasons for its popularity. The price ranges and the products offered are very satisfying to the customers.

4.

Location: The location of Big Bazaar has been mainly in the heart of the city or in the out skirts giving a chance to both the City and the people living outside the city to shop.

5.

Advertisements: Big bazaar has endorsed very popular figure like M S Dhoni and other famous personalities which has attracted a lot of customers. This has resulted in increase of sale and the outdoor advertising techniques have also helped Big Bazaar.

6.

Middle class appeal: Considering the fact that there are a lot middle class families in India, Big bazaar has had a huge impact on the middle class section of India, the prices, quality and sales strategy has helped in getting the middle income groups getting attracted towards Big Bazaar.

7.

Attractive sales: Big bazaar has been known for its great sale and great offers. Big bazaar has had long lines of people waiting to get into the store for the sale. Therefore, the sales that Big Bazaar has had has increased sales in a huge way

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due to the sales and offers, thus this has been one of the main advantages of Big Bazaar. Disadvantages: 1.

Store layout: The store layout and the assortment of goods is not the best at Big Bazaar, as the quantity of goods sold is more the arrangement and assortment of goods in the store is the greatest. Hence at times customers find it hard to find what they require, this leads to dissatisfaction of customers.

2.

Lower quality of goods: As Big bazaar aims more toward the middle income group, the quality of goods is not of the highest quality, and this is sometimes a disadvantage as some would prefer better quality to the price, making customers to search for different places.

3.

Does not appeal to the elite: As mentioned above, the main customers are middle income and a few high income groups, The elite do not like to shop at Big Bazaar as the quality of goods is lower and they would prefer a higher price and get a better brand, this decreases sales from the elite class

4.

Not acclaimed for very good service: Big Bazaar is not known for high class service. The staff recruited is not very well trained and the billing queues take a long time to move, this irritates customers which makes them visit the store more seldom

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Lower quality of goods: As the sore is trying to concentrate on the middle income group the type of products used is not of the most superior quality and most of the times nor branded, this may dissatisfy certain customers

6.

Consumer satisfaction: Long queues and lower quality leads to dissatisfaction of customers. Due to factors mentioned above Big Bazaar shoppers are not always satisfied, this is not a positive for the store.