Customer perception towards Big Bazaar, Hubli

Customer perception towards Big Bazaar, Hubli

COMPANY PROFILE:
Big Bazaar, Hubli is hyper market, where its like discount store, value segment.
Where its a retail industry, started by Kishore Biyani, under the parenthood of Pantaloon Retail India Ltd.
Currently there are 132 outlets in India, 32 are in karnataka, and two more to open shortly
Which is meant for one stop shopping at discounted prices.
First Food Bazaar format was added as Shop-In-Shop within Big Bazaar in the year 2002, as first it was only fashion format including apparel, cosmetic, accessory and general merchandise.

There are 8 sections with their respective line of business
Big Bazaar- Fashion, General merchandise-fashion,
General merchandise- home wear, Home fashion,
HSRIL, Food Bazaar, Gold Bazaar, Mobile Bazaar.
There are 11 departments
HR, Administration, Operations, Finance & Accounts ,
Cashing, Materials, CSD, Facility, VM, IT, and
Marketing Department.

FINDINGS:
There are all group of people considered, like groups of income level, occupation, education, qualification, age, and gender.
Everyone among 100 respondents, were aware of the brand called Big Bazaar.
Most of the respondents have positive approach towards Big Bazaar.
All 100 respondents like to shop at Big Bazaar, they like the look of Big Bazaar, they felt that it is better than any other retail stores in the city.
Among 100 respondents, most of them have said that they will get most of the products under one roof and some said they don’t, or rather they are not sure about it and 6% were not satisfied about the services provided to the customers.
Among 100 respondents, 60% of them said that quality of products at Big Bazaar is good, but some didn’t agree to this context.
Among 100 respondents, most of them rated well about discounts, off’s, premiums, lucky draw, bill discount, durability, reliability, up to date, stylish, honest, some said its extremely well, and few said its poor or extremely poor.

Recommendations:
Awareness level of big bazaar is very good thus big bazaar has to maintain this level of awareness in the minds of the customers.
Big Bazaar can build a trust between the customer and the organization by running some events for the loyal customers, i.e. caring out some CRM (customer relation management) practices, like better customer service, consumer service desk etc.
The ambience can be improved in big bazaar, in terms of neatness, proper parking facility, store space, etc.
Big bazaar can have different brands in men’s wear, women’s wear, and kids, especially many customers suggested they look for brands like Pepe Jeans, Levis Strauss, Wrangler etc, where it will build the brand loyalty.
Can strengthen Tulsi (health section) and NBD, where the product range and product line and width is very poor.
There are many sections where the product can be filled on racks where its sign of fresh breath.
Brand Big Bazaar, is like Mercedes Benz where it is been used like some local car

1. JSS Dr. D Veerendra Heggade Institute of Management Studies and Research Vidyagiri , Dharwad-4 (Recognized by AICTE New Delhi & Affiliated to Karnataka University, Dharwad ).  Presentation on Customer perception towards Big Bazaar, Hubli By Pranav Navale  MBA09010024  MBA II Semester   

2. INDUSTRY PROFILE Retail industry in India was mostly unorganized, however with the change of tastes and preferences of the consumers, the industry is getting more popular these days and getting organized as well. The Indian retail industry is the fifth largest in the world. Industry is expected to grow at a pace of 25-30% annually. Expected to grow from Rs. 35,000 crore in 2004-05 to Rs. 109,000 crore by the year 2010. MAJOR PLAYERS Pantaloon, Tata Group, RPG Group, Reliance, AV Birla Group.

3. COMPANY PROFILE Big Bazaar, Hubli is hyper market, where its like discount store, value segment. Where its a retail industry, started by Kishore Biyani , under the parenthood of Pantaloon Retail India Ltd. Currently there are 132 outlets in India, 32 are in karnataka , and two more to open shortly Which is meant for one stop shopping at discounted prices. First Food Bazaar format was added as Shop-In-Shop within Big Bazaar in the year 2002, as first it was only fashion format including apparel , cosmetic, accessory and general merchandise.

4. Continuation of Company profile There are 8 sections with their respective line of business Big Bazaar- Fashion, General merchandise-fashion, General merchandise- home wear, Home fashion, HSRIL, Food Bazaar, Gold Bazaar, Mobile Bazaar. There are 11 departments HR, Administration, Operations, Finance & Accounts , Cashing, Materials, CSD, Facility, VM, IT, and Marketing Department.

5. RESEARCH DESIGN Sampling was carried under random sampling method, the primary data was collected through asking the questions consisting of following categories. Dichotomous questions. Open-ended questions. Secondary data was collected through company websites, journalism discussions with company guide. The survey data collected during the study it includes the data collected through questionnaire, face-to-face interview. Information was collected directly from the people of the Hubli who visit Big Bazaar.

6. CUSTOMER PERCEPTION TOWARDS THE STORE We often behave on the basis of what we perceive. What we perceive may not always be true. People appraise different aspects of the environment on the basis of their individual experiences and evaluate what they experience in terms of their needs and values. People act as they perceive and different people perceive things differently. People’s perception is determined by their needs. Perception is important dynamite for the manager who wants to avoid making errors when dealing with people and events in the work settings.

7. OBJECTIVES OF THE STUDY This project was undertaken in Big Bazaar, which is the popular hypermarket in India. The scope of the study was undertaken in city Hubli . This study also aims towards knowing the consumers opinion towards Big Bazaar. It will extend to the actual field study It will give information to prospective customers. Help us gain independent knowledge about the consumer perception towards Big Bazaar. The study can help the company get additional research information. It facilitates evaluation of brand. Leveraging knowledge practically in an organization.

8. RESEARCH METHODOLGY The study was made through a survey in Big Bazaar and seeks the opinions and suggestions of the respondents towards Big Bazaar. The process included: Explaining the respondents about the objectives of the project. To make sure that will get the questionnaire filled in most effective manner. Seeking the opinions & suggestions on the various areas where Big Bazaar can improve and build itself much stronger in city. The study includes the collection of data through Questionnaire &Observation.

9. DATA ANALYSIS AND INTERPRETATION Interpretation: From the above graph it can be interpreted that, among 100 respondents, 87% of them like shopping in big bazaar, 8% of them neither like it nor dislike it, 5% highly like it, and none of them dislike it or highly dislike it, by this it can be inferred that, CRM should be implemented that most of people will highly like it than just like it.

10. Interpretation : From the above graph it can be interpreted that, among 100 respondents, 40%of them visit whenever there are new offers in the store, 28 % visit big bazaar monthly, 20% visit weekly, 12% visit on occasion of festivals, by this it can be inferred that most of people visit at occasion of new offers so where new offers should be introduced more often.

11. Interpretation: From the graph it can be interpreted that, among 100 respondents, 58% of them are likely satisfied, 42% of them are fully satisfied, and none among them say that it does not satisfies, by this it can be inferred that Big Bazaar should improve its product quality, image, new arrivals, stock turnover, where people will be fully satisfied.

12. Interpretation: From the above graph it can be interpreted that, among 100 respondents, 90 % of them say medium, 6% says smaller, and 4% say greater, by this it can be inferred that all the desired merchandise of customers are not available, so by this more kind of merchandise should be made available to customers.

13. Interpretation: From the above graph it can be interpreted that, among 100 respondents 69% agreed, 27% strongly agree that big bazaar is unique in its features compared to other retail stores in the city, 4% neither agree nor disagree, and none disagree or strongly disagree, so CRM should be implemented, and it should have more friendly environment.

14. Interpretation: From above it can be interpreted that, among 100 respondents 33% said probably no, 28% said probably yes, 21% said definitely yes, and only 18% of them said definitely no, by this it can be inferred that, who resides near to Big Bazaar come only to Big Bazaar, so there can be more advertisements regarding benefits in shopping at Big Bazaar, where even those who don’t come for every product can come to Big Bazaar.

15. Interpretation: From the above graph it can be interpreted, among 100 respondents 70% says probably yes, that prices are cheaper in big bazaar compared to other retail store, 28% says definitely yes, 2% says probably no, and none among them say that products are not cheaper comparing to other retail stores, by this it can be interpreted that, both branded and non branded both should be encountered in the stores, where all level of people can be entertained, and price low on main core products.

16. Interpretation: From the above graph it can be interpreted that, among 100 respondents 59% among them say everything is available under single roof of Big Bazaar, 22% of them say no, 19% of them are not sure about it, where a good stores fill rate should be about 85%, where Big Bazaar to see that it should always restrain 85% of fill rate.

17. Interpretation: From the above graph it can be interpreted that, among 100 respondents 94% of them say yes, and only 6% among them say no, by this it can be interpreted that, all should be personal attention, and strive hard, by this customer retention rate will improve. And even more motivational programs should be conducted where employee will do better.

18. FINDINGS There are all group of people considered, like groups of income level, occupation, education, qualification, age, and gender. Everyone among 100 respondents, were aware of the brand called Big Bazaar. Most of the respondents have positive approach towards Big Bazaar. All 100 respondents like to shop at Big Bazaar, they like the look of Big Bazaar, they felt that it is better than any other retail stores in the city. Among 100 respondents, most of them have said that they will get most of the products under one roof and some said they don’t, or rather they are not sure about it and 6% were not satisfied about the services provided to the customers. Among 100 respondents, 60% of them said that quality of products at Big Bazaar is good, but some didn’t agree to this context. Among 100 respondents, most of them rated well about discounts, off’s, premiums, lucky draw, bill discount, durability, reliability, up to date, stylish, honest, some said its extremely well, and few said its poor or extremely poor.

19. CONTINUATION 98% among 100 respondents agreed that price at Big Bazaar is cheaper compared to that of the other retail stores in Big Bazaar, 2% of them said it might not be true. Some respondents are not happy with parking space, maintenance of over crowd, sitting arrangements, and AC. Customer service desk operations are very slow, like gift wrapping, issuing of extra gift items etc. It has been found that, many of the customers would like to visit again which is a good symbol to serve them. Big Bazaar provides adequate services but it does not satisfy the customers. The majority of respondent i.e. 59% have said everything is available in the store but remaining 22% and 19% are not same and said no that everything is not available in the store. At the outset the overall performance of Big Bazaar completely satisfy the respondent needs.

20. Recommendations Awareness level of big bazaar is very good thus big bazaar has to maintain this level of awareness in the minds of the customers. Big Bazaar can build a trust between the customer and the organization by running some events for the loyal customers, i.e. caring out some CRM (customer relation management) practices, like better customer service, consumer service desk etc. The ambience can be improved in big bazaar, in terms of neatness, proper parking facility, store space, etc. Big bazaar can have different brands in men’s wear, women’s wear, and kids, especially many customers suggested they look for brands like Pepe Jeans, Levis Strauss, Wrangler etc, where it will build the brand loyalty. Can strengthen Tulsi (health section) and NBD, where the product range and product line and width is very poor. There are many sections where the product can be filled on racks where its sign of fresh breath. Brand Big Bazaar, is like Mercedes Benz where it is been used like some local car, so it will give better performance if it is been used like Mercedes Benz.  

21. Conclusion This study has basically helped to know the customer perception towards Big bazaar and what influence people to shop at Big Bazaar. Most of the customers feel that big bazaar satisfies almost all their needs. Customers are very satisfied with product availability. The merchandise are all of good quality, and people trust Big Bazaar. The merchandise are all up to date, the out dated merchandise will be liquidated with much margin of discounts and offers to customers. There will be motivational programs held for employee and they will be trained in zonal office about how to give affluent services to the customers. And about grooming standards and they will be helped to improve their attitude towards customers and undesired situations. Customers feel that Big Bazaar has variety of products available in various departments. Customers feel that shopping with Big Bazaar is convenient and saves their valuable time. This is due to the proper facility that is available at the store. Customer is loyal to Big Bazaar and also they are proud to be a customer of Big Bazaar. The study concluded that on an average it satisfies individual needs and the respondent’s over all opinion towards Big Bazaar is good.