A Study on customer service with reference to Big Bazaar, Banglore

Internship Intern ship Report on A study on Customer ervice With Reference to Big Bazaar, angalore”

“

BY Kiran M C (4PM12MBA16)

Submitt Subm itted ed to VISVESVARAYA T CHNO CHNOLOGI LOGICAL CAL UNIV UNIVERSITY ERSITY,, BELGAUM

In partial fulfillment f the requirements for the award of the D gree of

MASTER OF BUSINESS ADMINISTRAT ON Under the guidance of

Internal Guide Mr. D M Arvind Mallik Asst. Professor P G Dept Dept.. of Man Manag ageme ement nt S udies & Research Centre

Ex E xternal Guide Mr. aviyarasu R People Officer, HR

Jayanagar, Ban alore.

P.G. Department of Mana anageme ement St Stud udiies and Resear h Centre PES INSTITUTE O TECHNOLOGY AND MANA EMENT NH --2 206, S gar Road, Shivamogga – 577 204 July 2014

PES Institute of Technology & Management N H N H 206, Sag Sagar ar Road, Road, Shi Shivam vamogg oggaa - 57 577 7 204 (Karn (Karnata ataka) ka) Affilia Affi liate ted d to to Vis Visve vesv svar aray ayaa Tec Techn hnol olog ogica icall Uni Unive vers rsity ity,, Be Belg lgau aum m Approved by A.I.C.T.E., Recognised by Govt. of Karnataka

Ph. : 08 Ph. 0818 182 2 233 23379 795 5 / 96, 96, 29 2901 0144 44 (D (Dire irect ct)) Fax : 08182 233797, 233793 (Direct) Website : www.pesshiva www.pesshivamogga.org mogga.org

CERTIFICATE Mr. Kira Kiran n M C (4PM12MBA16), is a 4 This is to certify that Mr.

th

Semes Semester ter studen studentt of

Master of Business Administration, P.G Department of Management Studies and Research Centre, Centre, PESITM, PESITM, Shivamogga Shivamogga (2012-201 (2012-2014), 4), affiliated affiliated to Visvesvaraya Technological University, Belgaum. Internship report on “A Study on Customer Service With Refernce to Big bazaar, Bangalore Bangalore” ” is prepared by him under the guidance of Mr. D M Arvind Mallik, in partial partial fulfillment fulfillment of requireme requirement nt for the award award of the degree of of Master Master

of Business Business Administration 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 Bangalore” ” prepared by me under the the guid guidan ance ce of Mr Mr.. D M Arvi Arvind nd Malli allik k , faculty of M B A Department , PESITM, Kaviyarasu R, People officer HR, HR, Big Bazaar. Shivamogg Shivamoggaa and external assistance assistance by Mr. Kaviyarasu 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 Administration 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 Semester student of MBA MBA , P G Department Department of Management Management Studies & Research Centre, PES Institute Institute of Technology & Management, Shivamogga is glad to express express my deep deep sense sense of gratitu gratitude de to all the the persons persons connect connected ed with with the succes successful sful completion completion of this project project work. This report report is obviously not the result of my work alone, alone, many persons persons have directly or indirectly indirectly involved, involved, without whom 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 support to carry out this present project work successfully. Mr. Kaviya Kaviyaras rasu u R, Peop People le off office icerr HR, HR, Jayan Jayanaga agara, ra, Big Big Baza Bazaar ar I am grateful to Mr. who was an an external external guide, guide, encouragement encouragement and assistance assistance at every stage of this project project work and also for permitting permitting me to do this project work work in Big Bazaar. M. Arvind Ma Mallik, Asst. I am grateful to Mr. D M. Asst. Prof, Prof, P G Depart Departmen mentt of Management Studies & Research Centre, PESITM Shivamogga, for his guidance and continuous continuous untiring support support during the course of this project work. Dr.R.Nagaraja, Professor & HOD, P G Department I am thankful to Dr.R.Nagaraja, Department of of Management Management Studies & Research Centre, PESITM, Shivamogga It’s

Ashok Kumar Kumar T, T, Principal, PESITM my immense gratitude to thank Dr. thank Dr. Ashok

Shivamogga for his untiring support I am also thankful to all the teaching and non – teaching staff of PGDMSRC, PESITM and the student friends & family for their support and co-operation. Finally, Finally, I acknowledge with thanks to the co-operation co-operation and support 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

Introduction

1

1 .1

Introduction about the Internship

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

Sc Scope of the Study

2

1 .6

Methodology Adopted

2-4

1 .7

Literature Review

4-5

1 .8

Limitations of the study

5

Industry and Company profile

6

2 2 .1

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

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 Co C oca cola Company

22-26

3

Theoretical background of the study

26-30

4

Data Analysis and Interpretation

31-55

5

Summary Summary of Finding Findings, s, Suggesti Suggestions ons and Conclu Conclusion sion

56-58

Findings

56-57

Suggestions Conclusion

Bibliography Annexure

17

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 contact the Customer service experience Staff response to customer enquiry Customer responding in customer service Enough signs in the Store to to provide needed information in navigation. 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 Quality of customer customer experience 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 Provide future service 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 influencing customer to purchase in big bazaar Customer which products more like from big bazaar Customer how contact for service with staff Staff response to customer enquiry Various customers responding in customer service Enough signs in the Store to 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 customer service service experience 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 Customer happy with service 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 Customer frequently frequently visit in big bazaar Factors influencing you to purchase in big baza ar Customer familiar product from Big Bazaar How does contact the Customer service experience Staff response to customer enquiry Customer Customer responding responding in customer 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 stud y comprises of 5 chapters. In this report the first chapter chapter the introduction introduction about the internship, 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 competen cies, 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 information on the subject chosen for better understanding. 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 Introduction 1.1 Introduction Introduction about about the Internship Internship The internship internship program is designed designed to provide students engaged 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 contacts. 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 Need for the the study: 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 Customer service to understand & predict in the market market place.

P G Dep Dept. t. Of Man Manag agem emen entt Stu Studi dies es & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

Page Page 1


1.4 Object Objective ivess of the study: study: 1. To study study & underst understand and the fact factors ors influen influence ce in buying buying behaviou behaviourr of customer customer service at big bazaar. 2. To study study various various customer customer service practices practices by regard of big bazaar. 3. To know know the the effe effecti ctiven veness ess of of sale saless servi service ce provid provided ed by big big bazaa bazaarr 4. To understa understand nd the custome customerr feedback feedback about about future future custome customerr service service in Big Bazaar Bazaar.. 1.5 SCOPE SCOPE OF STUDY: 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 behaviour of customers. customers. The study does not say anything about 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 METHODOLOG METHODOLOGY Y ADOPTED: 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 collected in the process of questionnaire questionnaire and interviews interviews of the outlets. The primary primary data data were were derived derived from from the answe answers rs respond respondents ents gave gave in the struc structure tured d questionnaire questionnaire prepared by the researcher. researcher. A personal interview interview was conducted conducted with the help of a Questionnaire. Questionnaire. The respondents respondents were asked to give their frank opinion regarding 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


Page Page 2

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 particular units of the universe for constituting constituting a sample which which represent the universe. 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. Samplin Sampling g Units: Units: Custom Customers ers of Big Big bazaar bazaar at Jayanag Jayanagar ar 9th Block Bangalore. 2. Sample Sample Tech Techniqu nique: e: Conven Convenienc iencee non proba probabili bility ty 3. Resear Research ch Instrum Instrument: ent: Struc Structure tured d Questionn Questionnaire aire includes includes multi multi choice choice answer answerss to be chosen by the respondents. 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 Dep Dept. t. Of Man Manag agem emen entt Stu Studi dies es & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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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 Weighted Mean = (Y1 X 5) + (Y2 X 4) + (Y3X3) (Y3X3) + (Y4 (Y4 X 2) + (Y5 (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 Percentage Analysis Analysis Method= Total number of respondents

1.7 LITERATURE LITERATURE REVIEW REVIEW::

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


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Customer Service With Reference to Big Bazaar, Bangalore 2. Journal of of Retailing Retailing and and Consumer Consumer Services Services (J Retailing Retailing Consumer 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 rapid rapidly ly devel developi oping ng - and conv converg erging ing - field fieldss of retai retailin ling g and serv service icess studi studies. es. Publi Publishe shed d quarterly,) 3.) Journal Journal of Retai Retailing ling 83 83 (1, 2007) 2007) 1 – 4 Six strategies for competing through service: An agenda for future research (Ruth Bolton 1, Dhruv Grewal, Grewal, Michael Michael Levy Levy b, 2) W. P. Carey School of Business, Arizona State University, PO Box 874106, Tempe, AZ 85287-4106, United States (Babson (Babson College, Wellesley, Wellesley, MA, United States) Accepted 30 November 2006 4) Author Name: Shikhanloo shima

Publication: Publication: online online publication publication on 24 Sep 2013(online ISSN 2249-6270) Topic: Customer Customer service service with reference reference to big bazaar

1.8 Limitat Limitation ionss of the study: 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 priority for carrying out a survey because of competing urgent tasks

•

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


Page Page 5

Customer Service With Reference to Big Bazaar, Bangalore INDUSTRY RY AND COMPANY COMPANY PROFIL PROFILE E Chap Chapte terr 2 - INDUST 2.1 Industry 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 Store retailin retailing g: 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 food and house hold products. products. For For example, example, Food world world of RPG group. group.

4) Convenience store: These stores are very near to customer residence. Usually carry day today products of high turnover at premium 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 Dep Dept. t. Of Man Manag agem emen entt Stu Studi dies es & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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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 selling medium to sell their products. products. For example, direct direct selling, Telemarketing Telemarketing,, Automatic vending, online retailing and direct marketing. Follows Follows this this format. format.

The Indian retailing industry is becoming intensely competitive, as more and more players are serving for the same set of customers. customers. The major retail retail players are Pantaloon 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 India's retail retail market is expected expected to grow tremendously 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 contributes around 10 10 percent of GDP of this, the organized organized retail retail sector sector accounts only 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 According to A T Kearney, the organized retailing 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 organized retail sector mix includes supermarket supermarkets, s, hypermarkets hypermarkets discounted stores 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 is planning to open 20 stores stores in 10 cities in six months. months. The Daily’s. Now the company is P G Dep Dept. t. Of Man Manag agem emen entt Stu Studi dies es & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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Customer Service With Reference to Big Bazaar, Bangalore top 10 retailers account 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 Headquartered in Mumbai (Bombay), (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, look, touch touch and and feel of Indian Indian bazaars bazaars with aspe aspects cts of moder modern n retail retail like choic choice, e, 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 catering to the consumer electronics electronics segment. segment. Pantaloon Pantaloon Retail was 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 Dep Dept. t. Of Man Manag agem emen entt Stu Studi dies es & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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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 millio n

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, Bazaar, Home Town, Town, e-Zone, e-Zone, Depot, Depot, Future Money Money and online retail 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 joint venture partners include Italian insurance major, Generally French

retailer ETAM group, US-based stationary products retailer, Staples Inc and UK-based Lee Cooper and India- based based Talwalkar’s, Blue Foods and Liberty Liberty Shoes. Everywhere, Every Every time to Every Future Group’s vision is to, “deliver Everything, Everywhere, Indian Consumer in the most profitable manner.” The group considers ‘Indian -nests’ as a

core value value and its corporate corporate credo credo is - Rewrite Rewrite rules, Retain values. values. Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of India’s

leading business houses with multiple multiple businesses businesses spanning across across the consumption space. While retail forms the core business activity of Future Group, group subsidiaries are P G Dep Dept. t. Of Man Manag agem emen entt Stu Studi dies es & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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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 Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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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. mats include, books and music chain, Depot, sportswear The group’s specialty retail for mats 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 Headquartered in Mumbai (Bombay), the company operates 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 and Star and and Sitar. The company company also operates operates an online portal, portal, futurebazaar.com 2.2 COMPANY COMPANY PROFILE PROFILE Big Bazaar:

Big Bazaar, Bazaar, is the chain of retail stores stores of the big banner Pantaloon Pantaloon Retail (India) (India) Ltd., which in turn is a segment of the Kishore Biyani, Biyani, regulated regulated Future Group of Companies. 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 Bazaar a part of the Pantaloon Pantaloon Group, is is a hypermarket hypermarket offering a huge 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 Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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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. groups. It varies from clothing clothing and accessories accessories for all genders like men, women 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 Food Bazaar Bazaar or the groce grocery ry store store with with the departm department ent selli selling ng fruits fruits and and vegetables

•

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

•

Furniture Furniture Bazaar or a large section dealing with furniture furniture

•

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

•

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

•

Well regulated regulated customer care telecalling telecalling services. 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 customers are observed. According According to the chain, the aim of the concept concept is "to P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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Customer Service With Reference to Big Bazaar, Bangalore give homemakers homemakers the power to save the most and even the stores in the city a fresh look to make customers customers feel feel that it is their day". 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 truly belonged to Big Bazaar. Bazaar. This was was launched on January 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 was increased from one one day to three days in 2009 (24 to 26 Jan) and to five days in 2011 (22-26 (22-26 Jan) and and 23-27 Jan in in 2013. Maha Bachat

Maha Bachat was started off in 2006 as a single day campaign with attractive promotional offers across all Big Bazaar Bazaar stores. Over Over the years it has grown into a 6 days biannual campaign. campaign. It has attractive attractive offers in all its value formats such as Big Bazaar, Bazaar, Food Bazaar, Electronic Electronic Bazaar Bazaar and Furniture Furniture Bazaar Bazaar - catering to the entire needs of a consumer 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 According to Kishore Biyani's Biyani's 3-C theory, Change Change and Confidence Confidence among the 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 India into three three segments: 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 population in India three segment. With With this, Future Group 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 Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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Customer Service With Reference to Big Bazaar, Bangalore well as within shopping shopping malls. These stores stores offer over 200,000 SKUs 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, Lo isti istics cs Mumb Mumbai ai Branch office, Bangalore

Customers 2.3 Promot Promoter: er: 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. Mana Managi ging ng dire direct ctor or P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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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, Vision, Mission Mission and Quality Quality Policy: 2.4.1 2.4.1 VISION VISION::

“To deliver Everything, Everywhere, Every time to Ev ery Indian Customer in the most

Profitable manner”.

2.4.2 2.4.2 MISSIO MISSION: N:

1 We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future future scenarios in the consumption consumption space leading to economic 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 QUALITY SERVIC SERVICE: E:

Composed of those characteristics and features of a product or service or process which are needed to satisfy customer customer needs, or achieves fitness 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 issues for an end user. Importance Importance of quality in Service: Service: Understand and improve improve operational processes. Identify problems quickly and systematically. Establish valid and

P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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

2.5 Produc Products ts profile: profile: This large format format store comprise comprise of almost everything required required by people from different 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, cosmetics, crockery, crockery, home textiles, textiles, luggage luggage gift items, items, other novelties, novelties, and also 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 saleable products 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

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

Soaps

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 different features features which which caters all the needs of the shoppers. shoppers. Some Some of the significant features of Big Bazaar are: 

The Food Bazaar Bazaar or the grocery grocery store with with the department department selling selling fruits 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 Electronics Bazaar or the section concerned 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 Area of operati operation: on: India’s top organised retailers including Future Group and Reliance Retail are roping in

local kirana-walas kirana-walas to expand operations and widen product reach, 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 especially in small catchment catchment areas, areas, and therefore, therefore, pushing products, products, especially especially higher margin private brands, through other channels such as local trade helps growth.

2.7 Infrastructure Infrastructure facility: 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 Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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Customer Service With Reference to Big Bazaar, Bangalore Build smarter operations: operations: Retain the best employees, increase increase productivity, productivity, and streamline streamline processes. processes. Deliver a smarter smarter shopping shopping experience: experience: Increase Increase brand equity, equity, improve improve customer loyalty, and boost profits Added on facilities facilities like Home Delivery Delivery and to an extent credit it plays plays an important 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 Reliance Industries Industries of India which which is headed headed by Mukesh Ambani. Reliance Reliance plans to invest 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 Reliance Fresh store is approximately approximately 3000-4000 square. Feet and caters caters to a catchment catchment area of 1-2 km Reliance Reliance Fresh, Fresh, Reliance Reliance Mart, Reliance Reliance Digital, Digital, Reliance rendz, Relia Relianc ncee Foot Footpri print, nt, Relia Reliance nce Relia Reliance nce Footp Footprin rint, t, Relia Relianc ncee Welln Wellnes ess, s, Relia Relianc ncee Jewel Jewels, s, Reli Reli ance Time Timeout out and Relian Reliance ce Super Super are various various formats formats that that Reliance Reliance has rolled rolled out.

SPENCERS RETAIL: Spencer's Retail is one of India’s fastest growing retail stores. st ores. It has h as multiple for formats ats 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 fo r shop sh oppe pers rs in India with supermarke supermarkets, ts, hypermar hypermarkets kets and dailies dailies spread spread all all over over India. India.

SUBHIKSHA :

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


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Customer Service With Reference to Big Bazaar, Bangalore Aditya Birla Group

The Aditya Birla Group Group is in the League League of Fortune 500. It is anchored by an extraordinary 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 Asia Pacific Pacific for 2011. 'Top 'Top Companies Companies for Leaders' 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 (book store) Odyssey is a chain chain of bookstore bookstoress in India, India, head headquar quartere tered d in Adyar, Adyar, Chennai Chennai.. Apart Apart from from

books, books, the stores stores also also sell sell music, music, movies, movies, multimed multimedia, ia, statione stationery, ry, toys toys and gifts. 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 Swot analysi analysis: s: 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


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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 Organized retail presently presently nearly 5% in India. So it acts as a great opportunities 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 Cusromer service in buying decision decision process: process:

The process can be broadly broadly classified classified into five sections; 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 the product with with less deliberation. deliberation. 

Post purchase purchase behaviour: behaviour:

After purchasing the product, marketers must monitor post purchase satisfaction, post purchase actions and post purchase product uses.

2.10 Future growth & prospects: 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 operational retail retail space of over 9 million square feet, the company operates 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 Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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

31-Mar-12

31-Mar-13

13,655

1 9 ,9 2 9

24 2

2 57

13,897

2 0 .1 8 6

9,891

1 3 ,8 1 5

11

-808

3,996

7,179

28.80%

3 5. 6 0%

62 1

1 ,1 3 1

Other Expenditures

2,431

3 ,8 0 5

Total Operating Expense

3,052

4 ,9 3 7

30 8

1 30

1,251

2,373

9.00%

1 1. 8 0%

Depreciation and amortisation

45 2

6 32

EBIT

79 9

1 ,7 4 0

Finance Costs

72 6

1 ,6 4 7

PBT before exceptional

73

93

Profit on sale of investment

26

3 79

PBT after exceptional

99

4 73

4

1 31

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


Page Page 22


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

31-Mar-12

31-Mar-13

Shareholders’ 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 cu 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, whereas, it can be done easily by ratio analysis. The ratio analysis of working capital 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 Debt equity equity ratio 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 computed by dividing the total total current assets by the total current current liabilities liabilities and is expressed as: Current ratio = (current asset/current liabilities)*100 Table No: 1 table Showing Showing current current ratio

Year

Current asset

Current liabilities

Current ratio

2012-2013

62 96

58 57

1.07

2011-2012

53 51

42 96

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.



Quic Qu ick k Ratio 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 Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

Page Page 24

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/c -inventories/current urrent liabilities)*100 liabilities)*100 Table No: 2 Table Showing Showing quick quick ratio

Year

Quick asset

Quick liabilities

Quick ratio

2012-2013

3 16 5

58 57

0 .5 4

2011-2012

88 2

42 96

0 .2 0

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 increase its operating efficiency 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

Year 2012-2013 2011-2012

Net profit/loss

Net sales

Net profit ratio

23 73

1 99 29

0 .1 1

12 51

1 36 55

0 .0 9

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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Customer Service With Reference to Big Bazaar, Bangalore 

Debt equity ratio: Debt equity ratio: debt/equity

Table No: 4 table showing showing debt equity equity ratio

Year

Debt

Equity

Debt equity ratio

2012-2013

4 20 4

15 03 7

0 .2 7

2011-2012

4 01 2

12 14 9

0 .3 3

Source: Annual Report Interpretation:

Normally Normally debt equity equity ratio indicates indicates the financial financial structure structure of the 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.


Page Page 26


Chapter-3: Chapter-3: Theoretical Theoretical background background of the study: 1. Th Theor eoreti etica call backg backgrou round nd of the the study 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 international levels. levels. Marketing is clearing clearing the ladder for the company to reach its goals goals or end result. Marketing Marketing is so basis that it cannot cannot be considered as a separate function, 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 Customer service is the provision provision of services services to customers customers before, before, during and and after a purchase. According to Turban “Custom er 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 Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

Page Page 27

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 support 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 multi-ta -task sk posi positi tion on dra drawi wing ng on on exte extensi nsive ve CUST CUSTOM OMER ER SER SERVI VICE CE exper experie ience nce to advance a proven track record record for developing and maintaining maintaining key accounts and improving improving departmental efficiencies. Objectives of Customer Services •

Provide customers and staff with clear standards and expectations

•

Ensure all customer contact reaches an appropriate conclusion

•

Minimize incidences of repeat contact

•

Seek to provide a seamless service for customers

•

Provide equal equal and easy access to our services 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 knowledgeable response to all customer enquiries.

•

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

•

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


Page Page 28

Customer Service With Reference to Big Bazaar, Bangalore •

Use customer customer compliments, compliments, comments comments and complaints complaints to drive improvements 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 to pass positive feedback feedback about about your business business along to others, others, who may then try the product or service you offer for themselves themselves and in their turn become repeat customers. Big Bazaar targets to be achieved

The aim is to increase increase the retail business business to around 35 million million square square feet by 2012 as compared compared to 9 million square square feet of now. now. 1. To become a substantial part of every Indian’s wallet. 2. To get get across 40% of the population population of entire nation nation which which is now just 12%. organized retail retail from 9% to at least 18-20% in next 2 years. 3. To increase organized

Customer oriented Strategy o

Attracting Attracting & retaining customers. customers.

o

Uses NonNon- Traditional Traditional Strategy. Strategy.

o

Moving demo-trolley.

o

Used young population as strategic blessing.

o

Attractive Design, interior & good atmosphere.


Page Page 29

Customer Service With Reference to Big Bazaar, Bangalore Finely this topic has presented the theoretical theoretical associated 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, expectations, perceptions perceptions and service- were undertaken undertaken as part of an overview of the service paradigm, and the SERVQUAL measure of service quality, which from the basis of the study. study. Will be tested tested in the 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 showing Age Parameter Parameter

Age

No. Of customers

Percentage (%)

Below-25

66

33

26-45

1 20

60

Above-46

14

7

Total 200

100

Source: Primary data

ANALYSIS:

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

Chart Chart No.1No.1- Graph Graph showing showing Age Parame Parameter ter

Respondents 70 60 60 50 40 30

Percentage (%)

33

20 10 7 0 Below-25

26-45

Above-46

Sourc Source: e: Tabl Tablee No: No: 1

INTERPRETATION:

From From the survey survey it it is found found that most most of the the custome customers rs who who visit visit Big Bazaa Bazaarr are 26-45 26-45 age of the the custome customer. r. P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

Page Page 31

Customer Service With Reference to Big Bazaar, Bangalore Q. No: No: 2) Inco Income me leve level: l: Table no. 2- Table Showing Showing Income Income Level 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 From the the sur survey vey it can can be be see seen n tha thatt out out of of 200 200 resp respon onde dent ntss sur surve veye yed d 10% 10% (20) (20) respondent’s income are below Rs Rs.1 .1000 0000, 0, 22.5%( 22.5%(45 45)) respondent’s income are between Rs.1 Rs .100 0000 00 to to rs. rs.2000 20000, 0, 45% 45%(90) (90) respondent’s age income are between Rs.20000 to Rs.3000 Rs.30000, 0, 22.5% (45) respondent’s income are above Rs.30000.

Chart Chart No.2No.2- Graph Graph showing showing income income level level

Monthly Income 10% 23%

Below Rs. 10000 22%

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

45%

Source: Source: Table Table No 2

INTERPRETATION:

Above Above graph graph says, says, 90(45%) 90(45%) most of of the Respond Respondents ents income income level level custom customers ers are Rs.20 Rs.20000 000 Rs.30 .30000 000.. It mea means ns 90 (45%) (45%) of resp respond onden ents ts visit visit out out of 200 (100% (100%). ). – Rs P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

Page Page 32

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

Table No.3- Ta Table showing Education Education Qualification Qualificationss Education

No. Of Respondents

Percent ge (%)

Under Graduate

48 48

24

Graduate

92

46

Post Graduate

60 60

30

Total

200

100


ANALYSIS:

From From the above above table table can e seen that, out of 200 respondents of 48(24%) respond respondents ents are under graduate. (92)46% respondents are Graduate,(60)30% res ondents 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: Source: Table Table No: 3

INTERPRETATION:

Out of 200(100%) respond nts qualification qualification 92(46%) of of graduate, graduate,

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

Page 33 33

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

No. Of Customers

Percentage (% ( %)

Business

58

26

Private Employee

71

3 5 .5

Govt. Employee

49

2 4 .5

Student

52

26

Total

200

100


ANALYSIS:

From From the surveye surveyed, d, it is clear clear that out of of 200 Respond Respondents ents 58(26%) 58(26%) of the the told told custom customer er of business business person, person, and private private employee employee 71(35.5 71(35.5%) %) respondent respondents, s, Govt. Employe Employeee 49(24.5%) 49(24.5%) respo responde ndents nts and 52(23% 52(23%)) of studen students. ts.

Chart Chart No. No. 4- Graph Graph showing showing working working statu statuss

Respondents 80 70

71

60 50

58 49

40

52 No. Of customers

30 20 10 0 Business

private Employee Govt.Employee

Student

Sourc Source: e: Table Table No 4 INTERPRETATION:

From the survey it is found found that 71(35.5%) 71(35.5%) of private employee employee of the customers customers visits Big Big Bazaar respondents. respondents. Followed Followed by business customers customers and and students students also also came came to big bazaar bazaar for buying the fashion products. P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

Page Page 34

Customer Service With Reference to Big Bazaar, Bangalore Q. No: No: 5) How How freque frequentl ntly y do you you visit visit big big Baza Bazaar? ar? 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. services. The highest responses responses have been attributed attributed to once a week shopping 72 (36%). Such customer can be presumed to have high disposal income & may buy more daily daily

& fashi fashion on prod product ucts. s. Whe Where reas as 60 (30% (30%)) respo responde ndents nts of them them vis visit it duri during ng spe specia ciall

offer offers, s, 40 (20%) (20%) respon responde dents nts when when need need arise arises, s, 28(14% 28(14%)) twic twicee in a week week and and 72(36% 72(36%)) respondents respondents of once in a week. week. Graph No.5No.5- Graph showing custom customer er frequently frequently visit in in big bazaar bazaar

Respondents 80 70

72

60

60

50 40

40

30 20

28

10 0

twice in a week

once in a week

During special offers

whenever the need arises

Source: Source: Table Table No: 5 INTERPRETATION:

The highest highest responses have been been attributed to once a week shopping. shopping. Such customer customer can be presumed presumed to have high disposal income & may may buy more daily & fashion products. products.


Page Page 35

Customer Service With Reference to Big Bazaar, Bangalore Q. No: No: 6) what are the factors influencing influencing you to purchase purchase in in big bazaar. Table No.6- Table showin showing g factors influencing influencing you to purchase purchase in big bazaar: bazaar: Response

No. Of Customers

Percentage (%)

Price

40

20

Quality

52

26

Brand image Easy availability

74 34

37 17

Total

200

100

Source: Source: primary primary data ANALYSIS:

From From this this state stateme ment nt found found that that 40(20% 40(20%)) respo responde ndents nts of peopl peoplee are are Price Price,, 52(26% 52(26%)) respond respondents ents of Qualit Quality y factor factors, s, 74(37%) 74(37%) respon respondent dentss of Brand Brand image image and 34(17%) 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 influencing customer customer to purchase purchase in big bazaar

Respondents 80 70

74

60 50

52

40 30

No. Of Customers

40 34

20 10 0

price

quality

brand image

easy availability

Source: Source: Table Table No: 6 INTERPRETATION

Accord According ing to graph graph says says 37% (74) responde respondents nts like like Brand Brand image image of of the Big Big bazaar, bazaar, it means out of 100% 100% of 37% like brand brand image.


Page Page 36

Customer Service With Reference to Big Bazaar, Bangalore Q. No: No: 7) menti mention on what what type type of produ product ctss do you you purcha purchase se from from Big Big Bazaa Bazaar. r. 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

Sourc Source: e: prima primary ry data data ANALYSIS:

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

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

Respondents 35 30

32.5

25 20

25 22.5 20

15

Percentage(%)

10 5 0 Elecrtonics items

Fashion items

Vegetables

Kitchen items

Sourc Source: e: Tabl Tablee No: No: 7 INTERPRETATION:

From the surveyed surveyed that graph it can be seen the price of overall products products of Big Bazaar is 65(35.5% 65(35.5%)) like like there there Fashion Fashion item items, s, because because of more more less less mid age age custom customers ers is shown shown by the response. P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

Page Page 37

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

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

Respondents

Percentage (%)

In person

40

20

Telephone

54

27

Direct meeting

66

33

Internet

40

20

Total

200

100

Source: Source: primary primary data ANALYSIS:

From From the surveyed surveyed it can can be seen seen that that out of of 200 responde respondents nts 40(20%) 40(20%) they have contact contacted ed the sta staff throug ough In person, son, 54( 54(27% 27%) respon ponden dents thro hrough Telephon phonee, (33% 33%) 66 respond respondents ents throug through h Direct Meetin Meeting g and (20%) (20%) 40 responde respondents nts through through Intern Internet et of become become aware of Big Bazaar.

Chart No.8No.8- Graph t showing custome customerr how contact contact for service service with staff; staff;

Respondents 70 66

60 50

54

40 40

40

30

Respondents

20 10 0 In person

Telephone

Direct meeting

Internet


INTERPRETATION:

From the the above graph graph we can can infer that that 66(33%) 66(33%) of the customer customer came came to know know about Big Bazaar through Direct Meeting Meeting.. P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

Page Page 38

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

Table No.9- Table showing showing staff response response to to custome customerr enquiry enquiry Response

Respondents

Percentage (%)

Excellent

42

21

Go o d

72

36

Average

64

32

Fair

16

8

P oo r

6

3

Total

200

100

Source: primary data

ANALYSIS:

From From the survey survey of questi question on out of 200 respo respond ndent entss are are (42) (42)21% 21% respon responde dents nts said said Excellent Excellent for staff responding responding to customer customer enquiry and 72 (36%) respondents respondents said Good, 64 (32% (32%)) respon responden dents ts said said Averag Average, e, 8% respon responden dents ts said said Fair Fair and and 6(3%) 6(3%)re respo sponde ndent ntss of Poor service service for responding responding to staff enquiry. enquiry. Chart No.9No.9- Graph showing High rate big big bazaar bazaar staff response response to to customer customer enquiry enquiry

Respondents 80 70

72

60

64

50 40

42

Respondents

30 20 16

10

6

0 excellent

good

Average

fair

Poor


From From analyse analyse the above above graph graph it can can be seen seen the the Staff Staff respon responding ding to custom customer er enqui enquiry ry of Big Bazaar Bazaar is good good as it is shown by the response response 36%(72) of the customer. customer.


Page Page 39

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

Table No. 10- Table showing showing customer customer respondi responding ng in customer customer service service

Respondents SI NO 1

2

3

4 5

6

Parameter

Friendliness staff staff delivers the appropriate service as promised Knowledgeable staff

communicating information provided Available in a timely manner Staff gr greeted ted & offered to help you

7

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

Excellent Good Average Fair Poor WMS (5) (4) (3) (2) (1) 1 14 70 10 4 2 4.45

5 70

28 0

30

8

2

26

13 2

38

2

3

1 30

52 8

11 4

4

3

44

90

58

8

1

2 20

36 0

17 4

16

1

34

11 6

40

10

2

1 70

46 4

12 0

20

2

40

80

70

6

4

2 00

32 0

21 0

12

4

52

76

66

6

0

2 60

30 4

19 8

12

0

36

10 0

58

6

0

1 80

40 0

17 4

12

0

Rate

1

3 .8 9 5

2

3 .8 5 5

4

3.88

3

3.73

7

3.87

5

3.83

6

ANALYSIS:

From the above table can can seen seen that out of 200 respondents respondents of 114 respondents respondents gave 1st rank to friendliness staff whose WMS is 4.45, 132 respondents gave 2nd rank to staff delivers the appropriate appropriate service as promised promised whose WMS is is 3.895, 116 respondents respondents gave 3rd rank to communi communicati cating ng informa information tion provided provided whose whose WMS is 3.855, 3.855, 90 respond respondents ents gave gave rank 4th to knowl knowledg edgeabl eablee staff staff whose whose WMS is 3.855, 3.855, 76 76 respon responden dents ts gave gave rank rank 5th to staff greeted & offered to help you whose WMS is 3.87, 100 respondents gave rank 6 th to behaviour of staff staff makes you feel that you can trust whose WMS WMS is 3.83, 80 respondents gave rank 7th to availability in a timely manner whose WMS is 3.73.


Page Page 40

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

Respondents 4.6 4.4 4.2

4.45

4 3.8 3.6

3.895

3.855

3.88

3.87 3.73

3.83

3.4 3.2

Average

Source: Table No: 10

INTERPRETATION:

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


Page Page 41

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

Respondents

Percentage (%)

Yes

14 2

71

No

58

29

Total

200

100

Source: Primary data ANALYSIS:

From From the surveyed surveyed of out out of 200 responde respondents nts 142(71% 142(71%)) responde respondents nts said said Yes Yes provide provide needed service service for informati information, on, 58(29%) respondents respondents said No to giving giving information information at at big bazaar as its customers customers opinion. opinion.

Char Chartt No.1 No.111- Gr Grap aph h show showin ing g enou enough gh sig signs ns in in the the St Stor oree to pro provi vide de nee neede ded d information in navigation.

Respondents 160 140 120

142

100 80

Respondents

60 58

40 20 0

Yes

No


From the graph says says out of 200 respondents respondents are are 142(71%) of the respondents respondents yes, whether customers are taking enough signs in the store to provide needed information in navigation in big bazaar.


Page Page 42

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

Table No.12No.12- Table Showing Showing store character character & importance importance of Big Bazaar (Hig (H ighe hest st-- 5: Lowe Lowest st -1) -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

1 22

10

0

0

340

488

30

0

0

30

60

68

34

8

150

240

204

68

8

32

1 00

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


1

Page Page 43

Customer Service With Reference to Big Bazaar, Bangalore Chart Chart No.12No.12- Graph Graph showing showing store store characte characterr & importa importance nce of Big Big Bazaar 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 Less crow crowed eded ed

Stor Storee lay layou outt is is nic nicer er It easy easy for for cus custo tom mer to find what they needed


INTERPRETATION:

From the the graph can seen that of out of 200 respondents respondents of 4.29 WMS of flexible flexible place availabl availablee is there there of Good opinio opinion n for Agree Agree to store store importa importance nce & charac character ter of Big Big Bazaar.


Page Page 44

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

Respondents

Percentage (%)

Excellent

55

27.5

Go o d

88

44

Average

45

22.5

Fair

12

6

P oo r

0

0

Total

200

100

Source: Source: primary primary data

ANALYSIS:

From From the above above table table survey surveyed ed out of 200 respon responde dents nts 55(27. 55(27.5% 5%)) res respon ponde dents nts said said Excellen Excellentt for Clean Cleanline liness ss of big bazaar bazaar store, store, (44%)88 (44%)88 respon respondent dentss said said Good, (22.5%) (22.5%)45 45 respond respondents ents said Average, Average, then (6%)12 (6%)12 respo respondent ndentss said said Fair Fair and none of of them them Poor. Poor.

Chart Chart No. No. 13- Graph Graph showing showing Cleanl Cleanline iness ss of of the the Store 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 gives good good opinion opinion for store store cleanlin cleanliness ess of Big Big Bazaar, Bazaar, as it is shown shown by the respon response se of the customer. P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

Page Page 45

Customer Service With Reference to Big Bazaar, Bangalore Q.No:14) Q.No:14) What kind of an facility do you like from Big Bazaar. Bazaar. Table No.14No.14- Table showing showing customer customer which which kind of an facility facility like from Big Big Bazaar. 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 the analysed analysed of customers customers opinion opinion out of 200 responden respondents ts 54(27%) respondents respondents said 24*7 Opening Opening service service in Big Bazaar, 30%(61) respondents respondents like Discount offer facility facility in big bazaar, bazaar, 67(34%) 67(34%) responde respondents nts said said Onlin Onlinee Shopp Shopping ing service service and (9%)18 (9%)18 responde respondents nts said Easy carrying of buying facility in big bazaar.

Chart Chart No.14No.14- Graph Graph showing showing Which Which facil facility ity of like like from Big Bazaa Bazaarr.


60 61

50

54

40 30 20 18

10 0

24*7 Opening service

Discount offer

Online Shopping

Easy carrying of buying


INTERPRETATION:

From From the the above above grap graph h it can can be see seen n that that out out of 200 200 respo responde ndents nts 30% said said big bazaa bazaarr facility Online shopping shopping is good as it is shown by the response response out of 200 customers customers of 67 of the customer.


Page Page 46

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

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

Parameter

Excellent

Cleanliness

11 2

76

560

Presentation of facility Feeling of safe environment Parking facility Providing ATM nearby nearby Big Bazaa Bazaarr Lift & Escalator Rest room & Trail room Trolley facilit y

Good Average

Fair

Poor

10

2

0

304

30

4

0

28

1 40

28

4

0

140

560

84

8

0

36

90

64

10

0

180

360

192

20

0

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

WMS RANK

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 seen that out of 200 respondents respondents of 112 respondents gave gave 1st rank to cleanliness cleanliness whose WMS is is 4.49, 76 respondents respondents gave 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 Providi Providing ng ATM ATM nearby nearby Big Bazaar Bazaar whose whose WMS is 4.25, 4.25, 140 respondents gave 5th rank to presentation of facility whose WMS is 3.96, 82 respondents gave 6th rank to lift & Escalator Escalator whose WMS is 3.96, 74 respondents respondents gave 7th rank to to Rest room & Trail Trail room whose whose WMS WMS is 3.78, 3.78, 90 responde respondents nts gave gave 8th rank to feeling of safe environment environment whose WMS is 3.76.


Page Page 47

Customer Service With Reference to Big Bazaar, Bangalore Chart Chart No.15No.15- Graph Graph showing showing custome customerr like facili facility ty from Big Big Bazaar. Bazaar.

Respondents 4.6 4.4 e g a t n e c r e P

4.49

4.2

4.25

4 3.8 3.6

4.08 3.96

4.07

3.96 3.76

3.78

3.4 3.2


INTERPRETATION:

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


Page Page 48

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

No. Of Customers

Percentage (%)

Excellent

53

26.5

Good

87

43.5

Average

54

27

Fair

6

3

P oo r

0

0

Total

200

100

Source: Primary data ANALYSIS:

From From the survey survey of this this table table out of 200 respo respondent ndentss 53(26%) 53(26%) responde respondents nts said Excellen Excellentt of custome customerr service service in Big Big Bazaar, Bazaar, 87(44 87(44%)re %)respon spondent dentss of Good Good service service,, with with 54(27%) 54(27%) respond respondents ents of averag average, e, 6(3%)re 6(3%)respon spondent dentss said said of Fair Fair opinion opinion about about service service,, and non of of the above poor service in big bazaar. Chart No.16No.16- Graph showing recent recent customer customer service service experience experience in big bazaar


43.5

35 30 25 20

27

26.5

Percentage(%)

15 10 5

3

0

Fair

Poor

0

Excellent

Good

Average

Sourc Source: e: Tabl Tablee No: No: 16 INTERPRETATION:

From the above graph it can be seen that out of 200 respondents of 87(43.5%) respondents respondents said the big bazaar bazaar service service is good, as it is shown shown by the the response response of the the customer customer opinion about the big bazaar service is satisfied that customers.


Page 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 showing improve on customer customer service (1(1- Highe Highest st:: 3- Lowes Lowest) t) SI NO

Ranking

Factors

1

Staff

2

Facility

3

Store

WMS

1 1 26 1 26

2 54 1 08

3 20 60

1 00

80

20

1 00

1 60

60

1 40

26

34

1 40

52

1 02

Rank

1.47

2

1.6

1

1.47

2

Source: primary data

ANALYSIS:

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

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

Respondings 160 140 120 e g a r e v A

100 80

140 126 100

Staff

80

60

Facility

40

54

20

26

20

20

34

Store

0

Rate 1

Rate 2

Rate 3

Rate


INTERPRETATION:

From From the the above above table table & graph graph can seen that that out of 200 200 responde respondents nts gave gave 2nd rank is the staff staff & facili facility ty of the the facto factors rs,, and and 1st rank gave to facility of the big bazaar P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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Q. No: 18) To impro improve ve qualit quality y custo customer mer service service.. Which Which servic servicee you you expect expect will will add add more more value for future. Table No.18- Table showing showing improve quality customer customer service will expecting way. Parameter

No. Of customer

Percentage (%)

B y S MS

79

39.5

by E Mail

42

21

By Person

36

18

All the above

43

21.5

Total

200

100

Sourc Source: e: Prim Primary ary data data

ANALYSIS:

Survey conducted conducted it has been observed observed future service service quality of customer customer service 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 Chart No. No. 18- Gr Grap aph h show showing ing imp improv rovee the the qu quali ality ty servi service ce thro throug ugh h in this this parame paramete ter. r. 90 80 70

79

60 50 40

43

42

30

36

20 10 0 By SMS

by E Mail

By Person

All the above

No. Of customer


INTERPRETATION:

From the the above graph graph can be seen seen that out out of 200 respondents respondents are 79(39.5%) 79(39.5%) respondents respondents of through through By By SMS SMS to provide provide quali quality ty servi service. ce. P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

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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 showing customer expectation 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

Source: Primary Data

ANALYSIS:

According to responding for expectation of customer service from big bazaar customer said out of of 200 respond respondents ents of 82(41% 82(41%)) responde respondents nts expect expect Trus Trustt & Care Care,, 36(18%) 36(18%) of profe professi ssiona onall Servi Service ce equal equality ity,, 72( 72(36% 36%)) resp respond ondent entss of expec expects ts imme immedia diate te resp respons onsee from from big bazaar bazaar and only 10(5%) 10(5%) respondents respondents of expect expect other other service service from from big bazaar.

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


82 72

60 50 40 30

No. Of Customer

36

20 10

10

0

Trust & Care

Professional service quality

Immedaite response

others


INTERPRETATION:

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


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

No of customer

Percentage (%)

Yes

17 6

88

No

24

12

Total

200

100

Source: Data analysis

ANALYSIS:

From the above above table table can seen seen that out of 200 respondents respondents are (176)88% (176)88% respondents respondents said 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 customer happy happy with with service service in big big bazaar bazaar 200 180 160 140 e g a r e v a

120 100 80

No of customer

60 40 20 0 Yes

No Respondings

Source: Source: Table Table no: 20

INTERPRETATION:

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


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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 showing provide future 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

1 34

24

40

2

0

6 70

96

1 20

4

0

12

16 4

22

2

0

60

65 6

66

4

0

64

52

78

6

0

3 20

20 8

2 34

12

0

34

68

66

30

2

1 70

27 2

1 88

60

2

36

10 4

42

16

2

1 80

41 6

1 26

32

2

36

64

84

10

6

1 80

25 6

2 52

20

6

50

66

52

30

2

2 50

26 4

1 56

60

2

WMS RANK

4 .4 5

1

3 .9 3

2

3 .8 7

3

3 .4 6

7

3 .7 8

4

3 .5 7

6

3.66 5

Sourc Source: e: Prim Primary ary Data Data

ANALYSIS:

Form Form The The above above tabl tablee says says out of 200 200 respo responde ndents nts of 134 134 resp respond onden ents ts gave gave 1st rank to providing cool drinks drinks whose whose WMS WMS is 4.45, 164 respondent respondentss 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 Digital price indicator for every every dept. dept. Whose WMS is 3.78,66 respondents gave rank 5th to Ever Every y flo floor or bill billin ing g ser servi vice ce whos whosee WMS is 3.66, 84 respondents gave rank 6th to Hospita Hospitality lity greetin greeting/w g/works orkshop hop whose whose WMS is 3.57, 68 respondents gave rank 7th to Kids Kids care care whose whose WMS WMS is is 3.46. 3.46.


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Customer Service With Reference to Big Bazaar, Bangalore Chart No.21- Graph showing improve improve the need of of customer customer service service which which will 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 provid providing ing cool cool drinks drinks as a innovati innovative ve customer service to improve the need of the customer followed by home delivery service, every floor billing service and floor helper.


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ChapterChapter- 5: Findings, Findings, Suggestions Suggestions and Conclus Conclusion: ion: 5.1 Findings: 1. 60% of of the resp responden ondents ts fall fall in 26-45 26-45 years years category category 2. 90 (45%) (45%) of of total total respon responde dents nts Inco Income me leve levell are are Rs.20 Rs.20000 000 – Rs.30000. 3. 46% of the responde respondents nts are Graduate Graduate.. 4. 35.5 35.5 % (71) (71) of the the respo responde ndents nts are are privat privatee emplo employe yees es 5. 36 % (72) (72) of the respo responde ndents nts visit visit big big bazaa bazaarr once once in a wee week. k. 6. 37% (74) (74) respondents respondents are are influenced influenced by the Brand Brand image of the Big Big bazaar bazaar followed by Quality, Price 7. (35.5%) (35.5%) 65 of the the responde respondents nts like like there there Fashion Fashion items. items. 8. 36% (72) (72) of the respon respondent dent rate rate good good for the custom customer er respons response. e. 9. (71%)142 (71%)142 of the the responde respondents nts yes, yes, whether whether custome customers rs are are taking taking enoug enough h signs signs in the the store to provide needed information in navigation 10. Respondents Respondents have have given given 1st rank for friendliness staff parameter as factor for customer to respond to customer service. 11. 44% (88) of the responde respondents nts gave gave good opini opinion on for for store store cleanl cleanline iness ss of Big Big Bazaar Bazaar..

12. 67% of the respondents respondents are interested interested in online shopping as one among among the facilities looking out with Big Bazaar 13. 40% of the the respon responden dents ts like like the the SMS SMS serv service ice whic which h can can impr improve ove the the quali quality ty customer customer service provided by the the big bazaar.

14. 82(41%) of the respondents respondents expecting expecting trust and and care from the the Big Bazaar. Bazaar. 15. 88% (176) of the respondent respondentss are happy with with the service provided by big bazaar. bazaar. 16. 126 respondents respondents gave 2nd rank is the staff & facility of the factors. P G Dep Dept. t. Of Mana Manage geme ment nt Stud Studie iess & res resea earc rch h Cen Centr tre, e, PESI PESITM TM.. Shi Shiva vamo mogg ggaa

Page Page 56

Customer Service With Reference to Big Bazaar, Bangalore 17. 176(88%) respondents respondents happy with customer customer service in big bazaar. 18. Respondents Respondents have rated rank 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 Suggest Suggestion ion:: 1) Providi Providing ng ATM ATM facility facility near nearby by big bazaa bazaar. r. 2) Retail business is successful successful only only when they have a good customer customer services. services. Customer loyalty can only be gain by providing good or satisfied services to the customers. 3) Most respondents respondents take on the spot decision decision of buying buying different different products products because because of the various attractive attractive products products displays. displays. So visual appealing appealing store interiors interiors can concentrate on increasing its aesthetics 4) Most of the respondents respondents are are interested interested in online shopping shopping so the company company can take the orders online 5) Most of the respondents respondents are are expecting expecting the future services services like like providing providing cool drinks, floor floor helper and providing providing home delivery delivery from the Big Bazaar Bazaar so they can provide future service to the customers. 6) To enhanc enhancee the staff staff effica efficacy cy Proper Proper train training ing shoul should d be provided provided to to the staff staff so that that they can deal with with customer customer efficiently efficiently 7) Various Various offer offerss can be provi provided ded to them them to attrac attractt new custom customers ers like like •

Follow everyday low pricing pricing strategy (EDLP). (EDLP).

•

They They can can opt for weekly weekly coupo coupon n syste system m as as it it hold holdss more more of the loyal loyal

customers.


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5.3 Conclu Conclusio sion: n: 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, research, we can conclude that Big Bazaar has one of the major retail industries in India which which has good Working environment environment and also the various various facilities facilities have been provided to increase increase the customer customer services. services. The The employees employees accept accept their responsibility responsibility wholeheartedly wholeheartedly and perform perform the services in well manner manner that satisfied satisfied the customers and accept that it is their responsibilities to carry out a part of the activities of the company which has created created a healthy healthy & strong relationship relationship between between employees employees and managers managers The study study has helped helped me to unders understand tand the the various various Customer Customer serv service ice in Big Bazaa Bazaarr and an opportunity opportunity to redefine redefine them to meet meet organisational organisational objectives. objectives. So far the overall overall custo custome merr servic servicee of the the Big Big Baz Bazaa aarr is good. good. In In order order to maxi maximi mise se Big Big Bazaa Bazaarr reac reach h ability ability amongst amongst diffe different rent custom customers ers and and beat the compe competiti tition on customer customerss have given given positive opinion for providing 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 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 Rampal 4th edition 5. Integrated service marketing (4th edition) by Zeithmal

JOURNALS:

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

2. Journ Journal al of Ret Retai ailin ling g 83 (1, (1, 2007) 2007) 1 – 4 Six strategies for competing through service: An agenda for future research (Ruth Bolton 1, Dhruv Grewal, Grewal, Michael Michael Levy Levy b, 2)

WEBSITES:

1.

http://w http://www. ww.ibef ibef.or .org/i g/indust ndustry/ ry/reta retail-in il-india. dia.aspx aspx

2.

http://w http://www. ww.futu futurer reretai etail.co l.co.in/ .in/busi business nesses/b es/big-b ig-bazaa azaar.h r.html tml

3. http://www.ang http://www.angelbroking. elbroking.com/Com com/Company/C pany/CompanyD ompanyDetails.a etails.aspx?id=52357 spx?id=523574&men 4&menu=BS u=BS


Page Page 59

Customer Service With Reference to Big Bazaar, Bangalore QUESTIONNAIRE

Respected Sir/Madam

I am student of PESITM, Shivamo Shivamogga gga,, and conduct conducting ing survey on “ Customer service with reference to Big Bazaar, Bangalore 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 Customers Name: ........... ................ .......... .......... .......... .......... .......... .......... ........ ...

2) Age: Age: a) Bellow 25

b) 26-45

c) Above 46

3) Monthly Income Level: a) Below elow Rs.10 s.1000 000 0 b) Rs.10000 – Rs.20000 c) Rs.20000 – Rs.30000 d) Above bove Rs. Rs.30 3000 000 0

4) Educational Educational Qualification: Qualification: a) Unde Underr grad gradua uate te b) Gradua duate c) Post Post Gra Gradu duat atee

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) Wh W henever the need arises


Page Page 60

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

b) Quality

c) Brand Image

d) Easy Availability

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

b) Fashion Items d) Kitchen Items

Staff 9) In your your most recent customer service experience, experience, how did you you contact contact the representati representative ve 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) G o o d

c) Average

d) Fair

e)Poor

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

Excellent

Good

Average

Fair

Poor

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


Page Page 61


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

b ) No

13) Please rate according according to you store character & importance 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 Easy For Custome Customerr To Find Find What What They Needed

14) Overall, Overall, please rate the cleanliness cleanliness of the store store a) Excellent

b) Go Good

c) Av Average

d) Fair

e ) P o or

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

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


Poor

Page Page 62

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

18) To improve upon big bazaar customer service please rate the following 1-3 (1 – Highest Highest:: 3- least) 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 B y 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 According to your experience are you happy with customer service service at Big Bazaar. a) Yes If No, No, why why-

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


Page 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 choose the but. Please rate your your interest level. 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 Page 64

A Study on customer service with reference to Big Bazaar, Banglore

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