Startpage Ofbigbazar.docx

A General Project on

‘The study of customer relationship management in retail sector of Big Bazaar’ Submitted in partial fulfillment for the award of the degree of Master of Management Studies (MMS) (under University of Mumbai)

Submitted by

Miss Harshita Karkera (Roll No.: 44)

Under The Guidance of

(Prof.Mrs. DipanitaBarua)

2018-19

Rajiv Gandhi College Of Management Studies (Plot No.1, Sector 8, Ghansoli, Navi Mumbai)

CERTIFICATE This is to certify that the Project titled “The study of customer relationship management in retail sector of Big bazaar” , is successfully completed by Miss Harshita Karkera during the IV Semester, in the partial fulfillment of the Master’s Degree in Management Studies recognized by the University of Mumbai for the academic year 2017-18 through Rajeev Gandhi college of Management Studies, Ghansoli. This project work is original and not submitted earlier for the award of any degree/diploma or associateship of any other University/Institution.

Name: Date:

(Signature of External Examiner)

(Signature of The Director)

(Signature of the Guide)

DECLARATION

I hereby declare that this Project Report submitted by me to Rajeev Gandhi college of Management Studies is a bonafide work undertaken by me and it is not submitted to any other University or Institution for award of any Degree/Diploma Certificate or published any time before.

Name: Roll No.:

(Signature of the Student)

ACKNOWLEDGEMENT

I, Miss Harshita Karkera of Master Of Management Studies (Semester IV) of Rajeev Gandhi college of Management Studies (RGMS), hereby acknowledge profusely my guide Prof. Mrs. Dipanita Barua and Director, Dr. Anil Matkar for all the help and guidance extended to me in the completion of my project on “The study of customer relationship management in retail sector of Big Bazaar” in the Academic Year (2018-19).

Date:

Harshita Nityanand Karkera

(Roll No.: 44)

Table of Content

Serial No.

Chapter

Page

1

Introduction

3

2

Literature Review

9

3

Objectives

11

4

Trends in retail market

13-15

5

Customer relationship Management

15-20

6

Customer satisfaction in big bazaar

22-26

7

Customer service of big bazaar

28 & 29

8

Process of Customer relationship

31-35

management 9

Swot analysis

37 & 38

10

Data Analysis

40- 54

11

Findings and recommendations

56-57

12

Conclusion

59 & 60

13

Bibliography

61