32203854 project report on big bazaar 130217140306 phpapp02

8/10/2019 32203854 Project Report on Big Bazaar 130217140306 Phpapp02

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A PROJECT REPORT ONOPERATION MANAGEMENT

AT

SUBMITTED TO: SUBMITTTED BY:

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DECLARATION

I,______________, hereby declare that the project entitled OperationManagement at BIG BA AAR!" has been personally done by me under theguidance of Prof.______________ in partial fulfillment of Post GraduationProgram- during academic year-. All the data represented in this project is true &correct to the best of my no!ledge & belief. "his !or has not been submittedfor any other degree # diploma e$am else!here.

DATE : #

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AC$NO%LEDGEMENT

A Pro&e't ()(a**+ ,a**) )-ort o, it) e.pe'tation (n*e)) g(i/e/ 0+ t-e rig-t per)on at

t-e rig-t time! S(''e)) o, a pro&e't i) an o(t'ome o, )in'ere e,,ort)1 '-anne*e/ in

t-e rig-t /ire'tion1 e,,i'ient )(per2i)ion an/ t-e mo)t 2a*(a0*e pro,e))iona*

g(i/an'e!

T-i) pro&e't 3o(*/ not -a2e 0een 'omp*ete/ 3it-o(t t-e /ire't an/ in/ire't -e*p

an/ g(i/an'e o, )('- *(minarie)! T-e+ pro2i/e me 3it- t-e ne'e))ar+ re'o(r)e)

an/ atmo)p-ere 'on/('ti2e ,or -ea*t-+ *earning an/ training!

At t-e o(t)et I 3o(*/ *i4e to ta4e t-i) opport(nit+ to grate,(**+ a'4no3*e/ge t-e

2er+ 4in/ an/ patient g(i/an'e I -a2e re'ei2e/ ,rom m+ pro&e't g(i/e Mr! !

%it-o(t -i) 'riti'a* e2a*(ation an/ )(gge)tion at e2er+ )tage o, t-e pro&e't1 t-i)

report 'o(*/ not -a2e rea'-e/ it) pre)ent ,orm! In a//ition1 m+ interna* g(i/e

Pro,!1 5a'(*t+ -a) 'riti'a**+ e2a*(ate/ m+ ea'- )tep in /e2e*oping t-i) pro&e'treport!

I 3o(*/ *i4e to e.ten/ m+ gratit(/e to3ar/) 1 Dire'tor1

1 ,or -er te'-ni'a* an/ mora* )(pport re6(ire/ ,or t-e rea*i7ation o, t-i) pro&e't

report!

La)t*+1 I 3o(*/ *i4e to t-an4 a** t-e mem0er) o, BIG BA AAR an/ m+ 'o**eag(e)

3-o ga2e me ,r(it,(* in,ormation to ,ini)- m+ pro&e't!


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PRE5ACE

S(mmer Training i) 0()ine)) organi7ation in ,()e among )t(/ent a )en)e o, 'riti'a*ana*+)i) o, t-e rea* manageria* )it(ation to 3-i'- t-e+ are e.po)e/! T-i) gin) t-em

an opport(nit+ to app*+ t-eir 'on'ept(a* t-eoreti'a* 8 imaginati2e )4i**) in a rea*

*i,e )it(ation) an/ to e2a*(ate t-e re)(*t) t-ere o,!

BIG BA AAR i) a name reno3ne/ name in Retai*! BIG BA AAR i) no3 a 0ran/

image in pri2ate retai* )e'tor! %-i*e m+ t3o mont- pro&e't1 I 3a) at BIG

BA AAR to ,in/ potentia* o, BIG BA AAR on t-e pre)en'e o, ot-er retai* Store)!

Pra'ti'a* training t-ro(g- e.pert) o, BIG BA AAR ga2e me a't(a* inp(t to ,(*,i**

m+ rea* aim!

T-i) report i) t-e 3ritten a''o(nt o, 3-at I *earnt e.perien'e/ /(ring m+ training!

I 3i)- t-o)e going t-ro(g- it 3i** not on*+ ,in/ it rea* 0(t a*)o get ()e,(*

in,ormation!

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E9ECUTI E SUMMARYTit*e o, t-e Pro&e't #

Operation Management at BIG BA AAR"

Di,,erent o0&e'ti2e 0e-in/ 'on/('ting t-i) pro&e't#

o Mo2ement o, t-e pro/('t at BIG BA AAR!

o C()tomer Orientation to3ar/) pro/('t a2ai*a0*e at BIG BA AAR!

o Li)ting o, t-e pro/('t pre,eren'e) at BIG BA AAR!

o Re'ommen/ation ,or Imp(*)e B(+ing at BIG BA AAR!

INTRODUCTION

T-e pro&e't 3a) 'arrie/ o(t ,or (n/er)tan/ing t-e mo2ement o, t-e pro/('t at BIG

BA AAR an/ '()tomer 0e-a2ior regar/ing /i,,erent pro/('t at BIG BA AAR

A**a-a0a/ Bran'- ! BIG BA AAR 3a) e)ta0*i)-e/ in t-e +ear ;


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ABOUT T?E PROJECT

T-e pro&e't 3a) 'arrie/ o(t in 3it- an o0&e'ti2e o, 4no3ing )ati),a'tion *e2e* o,

'()tomer at Big Ba7aar an/ /o '()tomer) are a3are a0o(t t-e /i,,erent t+pe)

pro/('t an/ Ser2i'e) an/ /i,,erent o,,er) pro2i/e at Big Ba7aar! T-e tota* )amp*e)i7e ta4en 3a) one -(n/re/ @=

A/2erti)ing! So t-at t-e+ 'an 0e (p/ate/ 3-i*e )eating at -ome! T-e re)ear'-er ()e/t-e met-o/ o, 6(e)tionnaire to 4no3 a** ,ee/0a'4 3-i'- i) *i)te/ a0o2e!

RESEARC? MET?ODOLOGY

Data )o(r'e

Primar+ Data: # It i) 'o**e'te/ t-ro(g- 6(e)tionnaire1 /ire't o0)er2ation o,'()tomer1 inter2ie3 !

Samp*ing P*an

Samp*ing Unit: # A** C()tomer) at Big Ba7aarSamp*ing )i7e: # =


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Ta0*e 'ontent

1. 1. Intro/('tion

1.1 *uture Group and its different formats

1.% +ig-+a aar

;! Gro(p 2i)ion an/ Mi))ion

! M+ Contri0(tion

! Re'omen/ation

! Limitation

! %EBLIOGRAP?Y 8 BIBLIOGRAP?Y


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RETAIL INDUSTRY IN INDIA

India has one of the largest numbers of retail outlets in the !orld. f the 1% million retail outlets

present in the country, nearly ( million sell food and related products. "hought the mar et has been

dominated by unorgani ed players, the entry of domestic and international organised players is set to

change the scenario.

rgani ed retail segment has been gro!ing at a blistering pace, e$ceeding all pre/ious estimates.

According to a study by 0eloitte as ins and 2ells, organised retail has increased its share from ( per

cent of total retail sales in %33) to 4 per cent in %33 . "he fastest gro!ing segments ha/e been the

!holesale cash and carry stores 51(3 per cent6 follo!ed by supermar ets 5133 per cent6 andhypermar ets 5 (-43 per cent6. *urther, it estimates the organised segment to account for %( per cent

of the total sales by %311.

India retail industry is the largest industry in India, !ith an employment of around 47 and

contributing to o/er 137 of the country8s G0P. 9etail industry in India is e$pected to rise %(7 yearly

being dri/en by strong income gro!th, changing lifestyles, and fa/ourable demographic patterns.

It is e$pected that by %31) modern retail industry in India !ill be !orth :2; 1 (- %33 billion. Indiaretail industry is one of the fastest gro!ing industries !ith re/enue e$pected in %33 to amount :2;

%3 billion and is increasing at a rate of (7 yearly. A further increase of -47 is e$pected in the

industry of retail in India by gro!th in consumerism in urban areas, rising incomes, and a steep rise in

rural consumption. It has further been predicted that the retailing industry in India !ill amount to :2;

%1.( billion by %313 from the current si e of :2; .( billion.

2hopping in India has !itnessed a re/olution !ith the change in the consumer buying beha/iour and

the !hole format of shopping also altering. Industry of retail in India !hich has become modern can be seen from the fact that there are multi- stored malls, huge shopping centres, and spra!ling

comple$es !hich offer food, shopping, and entertainment all under the same roof.

India retail industry is e$panding itself most aggressi/ely< as a result a great demand for real estate is

being created. Indian retailers preferred means of e$pansion is to e$pand to other regions and to

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increase the number of their outlets in a city.

India retail industry is progressing !ell and for this to continue retailers as !ell as the Indian

go/ernment !ill ha/e to ma e a combined effort. It is e$pected that India may ha/e )33 ne! retail

outlet till %313.

Retai* )pa'e

0ri/en by changing lifestyles, strong income gro!th and fa/ourable demographic patterns, Indian

retail is e$panding at a rapid pace. =all space, from a meagre one million s>uare feet in %33%, is

e$pected to touch '3 million s>uare feet by end-%33 and an estimated )3 million s>uare feet by end-

%334, says ?ones @ang @a2alle8s third annual 9etailer 2entiment 2ur/ey-Asia.

Alongside, Indian cities are !itnessing a paradigm shift from traditional forms of retailing into amodern organi ed sector. A report by Images 9etail estimates the number of operational malls to more

than double to o/er '1% !ith %3( million s>uare feet by %313 and further 1( malls by %31(, on the

bac of major retail de/elopments e/en in tier II and tier III cities in India.

C-a**enge) ,a'ing t-e In/ian Organi7e/ Retai* )e'tor

"he challenges facing the Indian organi ed retail sector are /arious and these are stopping the Indian

retail industry from reaching its full potential. "he beha/iour pattern of the Indian consumer hasundergone a major change. "his has happened for the Indian consumer is earning more no!, !estern

influences, !omen !or ing force is increasing, desire for lu$ury items and better >uality. e no!

!ants to eat, shop, and get entertained under the same roof. All these ha/e lead the Indian organi ed

retail sector to gi/e more in order to satisfy the Indian customer.

"he biggest challenge facing the Indian organi ed retail sector is the lac of retail space. ith real

estate prices escalating due to increase in demand from the Indian organi ed retail sector, it is posing a

challenge to its gro!th. ith Indian retailers ha/ing to shell out more for retail space it is effecting

there o/erall profitability in retail.

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"rained manpo!er shortage is a challenge facing the organi ed retail sector in India. "he Indian

retailers ha/e difficultly in finding trained person and also ha/e to pay more in order to retain them.

"his again brings do!n the Indian retailers profit le/els.

"he Indian go/ernment ha/e allo!ed (17 foreign direct in/estment 5*0I6 in the India retail sector to

one brand shops only. "his has made the entry of global retail giants to organi ed retail sector in India

difficult. "his is a challenge being faced by the Indian organi ed retail sector. +ut the global retail

giants li e "esco, al-=art, and =etro AG are entering the organi ed retail sector in India indirectly

through franchisee agreement and cash and carry !holesale trading. =any Indian companies are also

entering the Indian organi ed retail sector li e 9eliance Industries @imited, Pantaloons, and +harti

"elecoms. +ut they are facing stiff competition from these global retail giants. As a result discounting

is becoming an accepted practice.

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"COMPANY INTRODUCTION"

5(t(re Gro(p

*uture Group is IndiaCs leading business group that caters to the entire Indian consumption space.@ed by Mr! $i)-ore Bi+ani1 the *uture Group operates through si$ /erticalsD operates through si$

/erticalsD 9etail, Eapital, +rands, 2pace, =edia and @ogistics.

Apart from Pantaloon 9etail, the groupCs presence in the retail space is complemented by group

companies, Indus @eague Elothing, !hich o!ns leading apparel brands li e Indigo Fation, 2cullers

and :rban oga, and Gala$y Hntertainment @imited that operates +ol!ing Eo, 2ports +ar and +re!

+ar ,

"he groupCs joint /enture partners include *rench retailer H"A= group, :2-based stationary products

retailer, 2taples and : -based @ee Eooper. Group Eompany, Planet 9etail, o!ns and operates the

franchisee of international brands li e =ar s & 2pencer, Fe$t, 0ebenhams and Guess in India. "he

groupCs Indian joint /enture partners include, =anipal ealthcare, "al!al arCs, +lue *oods and

@iberty 2hoes.

*uture Eapital oldings, the groupCs financial arm, focuses on asset management and consumer credit.

It manages assets !orth o/er ;1 billion that are being in/ested in de/eloping retail real estate and

consumer-related brands and hotels. "he group has launched a consumer credit and financial

supermar et format, *uture =oney and soon plans to offer insurance products through a joint /enture

!ith Italian insurance major, Genera*i!

"he group is currently de/eloping o/er (3 malls and consumption centers across the country and

has formed a joint /enture company focusing on mall management !ith 2ingapore-based Eapita@and,

one of AsiaCs largest property companies *uture GroupCs /ision is to, Jdeli/er H/erything, H/ery!here,

H/ery time to H/ery Indian Eonsumer in the most profitable manner.K "he group considers LIndian-

nessC as a core /alue and its corporate credo is - Re3rite r(*e)1 Retain 2a*(e) !

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J*utureK M the !ord !hich signifies optimism, gro!th, achie/ement, strength, beauty, re!ards and

perfection. *uture encourages us to e$plore areas yet une$plored, !rite rules yet un!ritten< create ne!

opportunities and ne! successes. "o stri/e for a glorious future brings to us our strength, our ability to

learn, unlearn and re-learn our ability to e/ol/e.

"he motto of *uture Group, to not to !ait for the *uture to unfold itself but 'reate ,(t(re )'enario) in

the 'on)(mer )pa'e and facilitate consumption because consumption is de/elopment. "hereby, it !ill

effect socio-economic de/elopment for their customers, employees, shareholders, associates and

partners. "heir customers !ill not just get 3-at they nee/ , but also get them 3-ere1 -o3 and 3-en

they need. "hey are not just posting satisfactory results, they are !riting )(''e)) )torie) .

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Future Gr u c n # $erate

*uture Group has si$ business pillarsD

5(t(re Retai*All the retail lines of business li e food fashion and home !ill come under this /ertical.

5(t(re Bran/Eustodian of all the present and future brands that are either de/eloped or ac>uired by the group.

5(t(re Spa'eill ha/e a presence in property and mall management.

5(t(re Capita*ill pro/ide consumer credit and micro finance ser/ices, including mar eting of =*s and insurance

policies, and management of real estate and consumer fund.

5(t(re Me/iaill focus on re/enue generation through effecti/e selling of retail media spaces.

5(t(re Logi)ti'"o dri/e efficiencies across businesses /ia better storage and distribution.

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GROUP %ISION&

Future Gr u sha## 'e#i(er E(er)thin * E(er)+here* E(er) ti$e, r E(er) In'ian C nsu$er in the $ st r ,ita-#e $anner.

GROUP MISSION &*uture Group shares the /ision and belief that their customers and sta eholders shall be ser/ed only by

creating and e$ecuting future scenarios in the consumption space leading to economic de/elopment.

"hey !ill be the trendsetters in e/ol/ing deli/ery formats, creating retail realty, ma ing consumption

affordable for all customer segments - for classes and for masses.

"hey shall infuse Indian brands !ith confidence and rene!ed ambition."hey shall be efficient, cost- conscious and committed to >uality in !hate/er they do.

"hey shall ensure that their positi/e attitude, sincerity, humility and united determination shall be the

dri/ing force to ma e them successful.

CORE %ALUES&In/ian ne)) : Eonfidence in themsel/es.

Lea/er)-ip : "o be a leader, both in thought and business.Re)pe't an/ ?(mi*it+ : "o respect e/ery indi/idual and be humble in their conduct.

Intro)pe'tion : @eading to purposeful thin ing.

Openne)): "o be open and recepti/e to ne! ideas, no!ledge and information.

a*(ing an/ N(rt(ring Re*ation)-ip) : "o build long-term relationships.

Simp*i'it+ an/ Po)iti2it+ : 2implicity and positi/ity in their thought, business and action.

A/apta0i*it+: "o be fle$ible and adaptable, to meet challenges.

5*o3 : "o respect and understand the uni/ersal la!s of nature.

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Ma/ r Mi#est nes=F H Eompany incorporated as =en ear Pri/ate @imited. @aunch of Pantaloons trouser, IndiaCs

first formal trouser brand.

=FF= @aunch of +A9H, the Indian jeans brand.

=FF; Initial public offer 5IP 6 !as made in the month of =ay.

=FF "he Pantaloon 2hoppe M e$clusi/e menCs !ear store in franchisee format launched across the

nation. "he company starts the distribution of branded garments through multi-brand retail

outlets across the nation.

=FF ?ohn =iller M *ormal shirt brand launched.

=FFH Pantaloons M IndiaCs family store launched in ol ata.

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A0ARDS

In/ian Retai* 5or(m A3ar/) ;


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1OARD OF DIRECTORS

Mr! $i)-ore Bi+ani1 Managing Dire'tor

Mr! Gopi4i)-an Bi+ani1 %-o*e Time Dire'tor

Mr! Ra4e)- Bi+ani1 CEO > Retai*

e/ Pra4a)- Ar+a1 In/epen/ent Dire'tor

Mr! S-ai*e)- ?ari0-a4ti1 In/epen/ent Dire'tor

Mr! S!Dore)3am+1 In/epen/ent Dire'tor

Dr! D!O!$o)-+1 In/epen/ent Dire'tor

M)! An&( Po//ar1 In/epen/ent Dire'tor

M)!Ba*a De)-pan/e1 In/epen/ent Dire'tor

Mr!Ani* ?ari)-1 In/epen/ent Dire'tor

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Di,,erent F r$ats , Future Gr u

5ormat #=Pantaloon 9etail 5India6 @imited, is India8s leading retail company !ith presence across

multiple lines of businesses. "he company o!ns and manages multiple retail formats

that cater to a !ide cross-section of the Indian society and is able to capture almost the

entire consumption bas et of the Indian consumer. ead>uartered in =umbai

5+ombay6, the company operates through ( million s>uare feet of retail space, has o/er

1 stores across '3 cities in India and employs o/er 1 ,333 people. "he company

registered a turno/er of 9s. %,31B crore for * %33(-3).

Pantaloon 9etail forayed into modern retail in 1BB !ith the launching of fashion retail

chain, Pantaloons in ol ata. In %331, it launched +ig +a aar, a hypermar et chain that

combines the loo and feel of Indian ba aars, !ith aspects of modern retail, li e choice,

con/enience and hygiene. *ood +a aar, food and grocery chain and launch Eentral, a

first of its ind seamless mall located in the heart of major Indian cities, follo!ed this.

2ome of its other formats include, Eollection i 5home impro/ement products6, H-None

5consumer electronics6, 0epot 5boo s, music, gifts and stationary6, all 5fashion apparel

for plus-si e indi/iduals6, 2hoe *actory 5foot!ear6 and +lue 2 y 5fashion accessories6. It

has recently launched its etailing /enture, ,(t(re 0a7aar!'om

Ba'4gro(n/: *ounded in 1B4 as a garment manufacturing company, the company

forayed into modern retail in August 1BB !ith the launch of its first department store,Pantaloons in ol ata.

Li)ting: Pantaloon 9etail is a listed company on the +ombay 2toc H$change 5+2H,

2crip EodeD (% ( '6 and Fational 2toc H$change 5F2H, 2ymbolD PAF"A@ F96.

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5ormat#;

CENTRAL

Eentral, the sho!case seamless mall

concept is one of the more popular offerings in the lifestyle segment that celebrates

shopping in India. 0uring the year, Eentral capitali ed on its positioning of being a

destination !here citi ens can just come and un!ind, !hether itCs for shopping for a !ide

range of national and international brands, enjoying their fa/orite cuisine at the multiple

specialty restaurants and food courts or !atching the latest mo/ie releases at the in-house

multiple$es."he most reputed brands are sho!cased in Eentral. It is also emerging as the destination

of first choice for ne! fashion brands in India. Eentral assures better /isibility, instant

recognition, good >uality and commercially /iable space on the basis of the optimum

space utili ation concept, ta ing the brand closer to the consumer. ith brands !ithin

Eentral competing against the best brands in the country, it also allo!s benchmar ing for

these brands.

"he coming year !ill also !itness many ne! concepts being introduced at all

Eentral malls. 2ome of these concepts include communications 5=Port and Gen =6,

electronics 5H-None6, furniture and accents 5Eollection I6, fitness e>uipments and

!ellness ones, boo s, music, gifts & stationery 50epot6 and fine dining restaurants etc.

2ome of the ne! alliances that the group has entered into, li e Htam, @ee Eooper and

Gini & ?ony !ill also share space !ithin all Eentral malls.

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5ormat#

PLANET RETAIL

A young and emerging India is also eager to e$perience international brands. e sensed

this opportunity some time bac and ha/e built a strong portfolio of international brands

through our strategic partnership !ith P*anet Retai* ?o*/ing) P2t! Lt/! "he alliance !ith

Planet 9etail pro/ides access to international fashion retail chains li e Mar4) 8 Spen'er1

!ith B stores at present< G(e)) the :2 brand that has 1% retail stores currently, and the

2panish brand %omen ) Se'ret !hich is retailed through % outlets. Planet 9etail also has a

multi-brand international sports!ear format under the brand LPlanet 2portsC. "he company

is the sole licensee for sports!ear brands such as Con2er)e1 Spa*/ing and the At-*ete )

5oot the /enture has also launched other formats li e Sport) %are-o()e1 A''e))ori7e1

Mon)oon1 Ne.t1 and De0en-am)!

5ormat#

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Depot

"his largely untapped unorgani ed mar et for boo s and music !ith /ery fe! players,

thro!s up an enormous opportunity< something that prompted Pantaloon to ma e its

foray through its o!n format, Depot in %33(-3). @ocated as stand-alone stores and !ithinmost Pantaloons, Eentral and +ig +a aar retail formats, 0epotCs /ision is to be a one-stop

shop !here customers !ill find an e$tensi/e range of boo s, multimedia, toys, gifts and

stationery, thereby transforming the !ay boo s, music, multimedia and gifts are bought,

sold and percei/ed in India. "his !ould be made possible by the creation of a portfolio of

e$clusi/e titles, an Indian e$perience !hile shopping and connecting !ith the mind and

soul through different languages, ideas and tunes.

Boo4)1 M()i' an/ Gi,t)

9eading as a habit is ingrained into the Indian psyche from time immemorial. o!e/er, it

is being increasingly associated !ith a select fe!. "he company belie/es that e$isting

formats in the segment offer an intimidating en/ironment that alienates the masses. "he

company has therefore ta en this initiati/e of launching a chain of boo s, music and gifts

stores that !ill once again democrati e the reading habit in the country. "he company

belie/es that !ith 1.% billion people, the habit of reading can become a strong business

proposition. 0epot see s to !or !ith communities in and around the area !here it is

located and hopes to attract the entire family to spend >uality time together. It is focusing

on the introduction of old classics and boo s in regional languages !ith an objecti/e to

ma e these affordable to a mass audience.

5ormat#

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5a)-ion Station

*ashion 2tation, !hich represents the

companyCs offering of the latest in fashion for the masses, has met !ith reasonable

success since its launch in %33'-3(. "hese thematic stores that offer the most

contemporary in fashion and accessories, is another of the /alue added propositions that

Pantaloon see s to offer. "he aspirational mass of consumers !ho are bombarded !ith

the latest in style through media penetration, hedonism and peer emulation, need an

outlet that meets their re>uirements of trendy, latest and yet affordable fashion. *ashion

2tation is positioned to meet their re>uirements, and thereby ta e fashion to the masses.

5ormat#

?ome Impro2ement

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2ome of the ey factors contributing to gro!th in the housing sector in India are

increasing purchasing po!er increasing number of nuclear families, softer interest rates,

easy a/ailability of finance schemes and an o/erall real estate boom across the country.

"here is a shortage of more than million d!elling units. ith the a/erage age of ahomebuyer reducing from (3 to sub- 3, ' million ne! homes are being bought annually.

ith e/ery house, a dream is planted to decorate the house. And this creates a demand for

furniture, electronics and home impro/ement products. =odern retail is ideally placed to

capture a significant chun of consumer spend made by a ne! homebuyer. "he mar et

for home dOcor and impro/ement is largely unorgani ed and hence a ne! homeo!ner has

to literally /isit se/eral mar ets and stores for meeting his home needs. "his !as the

opportunity that Pantaloon percei/ed and the reason !hy it entered the 9s. B3,333 crore

home solutions mar et in %33'-3(. ith its presence in the modern retail and consumer

space, this ne! concept !as an opportunity for the company to le/erage its e$perience

and offer the consumer an alternati/e solution to canali e his consumption needs.

In the 9s.%(333 crore consumer durable industry,

!hich is gro!ing at nearly ) per cent e/ery year, H-None has already emerged as a force to rec on !ith. "his lifestyle retail format offers a

ne/er e$perienced before en/ironment for shopping for the best in national and

international consumer electronic and durables brands. It retails products ranging from

music systems to laptops, from the latest plasma tele/ision sets to 0 0 players, from

!ashing machines to air-conditioners to name a fe!. "ypically in e$cess of 1%,333

s>uare feet in si e, H-Nones are primarily stand-alone concepts, but are also present

!ithin the companyCs Eentral malls

5ormat#H

COMMUNICATION

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ith o/er % billion phone users !orld!ide, mobility has no! become an intrinsic part of

our personal and !or ing li/es. =obile operators, cell phone manufacturers, content

publishers, !ireless application ser/ice pro/iders and many other ey players in themobile industry are all !or ing to car/e out the best position in the /alue chain, to find

the right place from !here they can best ser/e both their o!n and their customersC needs.

Hn route to!ards billion phones !orld!ide, a major shift !ould occur in consumer

interest from carriage to content and from a /erbal to a gro!ing /isual !orld. ith more

mobile cameras sold in %33( than digital cameras, !ith more music#/ideo players in

mobiles than iPods, !ith more messaging reach than PEs, con/ergence !ith the online

!orld is no! /ery much a reality. In India, the story is no different. ith o/er 1(3 million

mobile subscribers e$pected by %334, there e$ists a huge potential for all players in the

mobility space. =ost of the mobile phones in India are sold through Lmom and pop

Lstores, and there is a huge grey mar et that e$ists.

MBa7aar

%


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Pantaloon reali ed this largely untapped opportunity and intended to be a dominant

modern retail player in the mobile space. "his is !hat prompted the company to set up a

ne! di/ision Con2ergeM in %33(-3) to identify, de/elop and bring to the mar et, mobile

products and solutions tailor-made to suit the consumers re>uirements at competiti/e prices. Eon/erge= adopts a uni>ue approach of establishing, multi-brand, multi-category,

multi-format and comprehensi/e solution outlets to lead and e$ponentially e$pand the

mar et. As in most other formats, Eon/erge= too operates in the lifestyle and /alue

platforms. Its /alue offering, MBa7aar is a format that addresses the /alue see erCs >uest

for possessing latest technologies at lo!est prices. Primarily aimed at the replacement

mar et, a typical

=+a aar is located !ithin most +ig +a aar stores as !ell as stand-alone options. "his

%(3-(33 s>uare feet offering retails both G2= and E0=A and landline phones, !hile

pro/iding options of = Pods, do!nloads to name a fe!. "he mission for Eon/erge = is

to emerge as the largest organi ed retailer in the mobile space, !hile leading inno/ation

in mobile applications and being the most fa/ored destination for all communication

needs.

5ormat#

Re)ta(rant1 Lei)(re 8 Entertainment

%


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Increasing urbani ation and rising disposable incomes are characteristics that are

common in emerging economies li e India. Hstimates suggest a gro!th in urban

consumption at potentially %37 per annum in nominal terms for at least the ne$t (- year

period."he total number of middle to high income households is projected to reach 13( million

by %313, thereby adding a large number of people to the consuming class. "hese

demographic numbers represent a young nation, !hich has an increased propensity to

spend in restaurants and other food ser/ice sectors, fuelling gro!th in the @eisure,

9estaurants and Hntertainment industries.

"he company is using the collaborati/e approach to strengthen its position in the leisure

and entertainment space. "his has helped the company build a complete bou>uet of

brands that span from food courts to fine dining. As the shift from high street to malls

continues, the restaurant business is e$pected to increase significantly. *or Indians,

shopping comes hand in hand !ith eating and celebrating and these formats are being

de/eloped eeping this in mind. *1% is designed as a entertainment one that can be

present in e/ery mall and this business is e$pected

to gain traction in the coming year.

*1% , the entertainment one offering is a leisure solution for all age groups. "he focus

!ould be to offer a !ide range of gaming options from bo!ling and pool, interacti/e

/ideo games to bumper cars. "he entire concept is built around international thin ing and

gaming no!ledge, !ith Indian pricing. *or the year ending %33(-3), there !ere three*1% Cs operational, !ith the first one opening in Fo/ember %33(.

5ormat#F

Star an/ Sitara

%


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De*i2er+ 5ormat) Star 8 Sitara

In the beauty space, the companyCs offering, Star 8 Sitara aims at pampering the beauty

conscious consumer by offering the latest beauty products, ranging from cosmetics, s in

and hair care, aromatherapy and fragrances. 2tar & 2itara is set to be part of most +ig+a aar and e/ery +eauty and ealth =all, !hich the company is in the process of setting

up. "here !ere ) 2tar & 2itara operational as on ?une %33).

Star 8 Sitara Bea(t+ Sa*on

2tar & 2itara, the beauty ser/ices offering, doubles as a uni>ue parlor and salon for men

and !omen. Eustomers !ill be treated to the best >uality hair and s in ser/ices at

unbelie/able prices. ne such store !as operational as on the 3th ?une %33).

Bea(t+ 8 ?ea*t- Ma**

Pantaloon, !ill be the first retailer in India to

offer health, beauty and !ellness products and

ser/ices. "his !ill be led through its +eauty &

ealth =all format. "ypically, of around %(,333 s>uare feet each, these centers !ill

include pharmacies and beauty product ones and a host of other offerings such as health

cafes, gymnasium, healthcare ser/ices, retailing fitness e>uipments, yoga centers and

boo s on health and fitness etc. "he company plans to open at least three ealth &

+eauty =alls during the year %33)-3 in +angalore, Ahmedabad and =umbai.

5ormat#=ue complete retailer platform.

Htailing re>uires e$tensi/e sourcing capabilities, !arehousing capacity, buying trends

understanding & most importantly a robust & efficient logistic bac end. *uture +a aar

le/erages the offline brand e>uity and bric & mortar presence of the group /ia multi

channel integration to benefit on economy of scales, economy of scope in promotion &

distribution and utili ing the offline learning into online & /ice-/ersa to gro! at a faster

pace. As a ne! deli/ery format, *uture +a aar can benefit from the learningCs and

e$pertise gathered in e$isting formats as !ell as boost sales at these formats through the

online sale of gift /ouchers

5ormat#==

Li0ert+ S-oe)

%


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ith fashion being the focus of the company, the intent is to pro/ide a complete

!ardrobe e$perience to the consumer that includes not just apparel but fashion

accessories also. Accessories spea a lot about the personality of the indi/idual and are a

reflection of the attitude of the !earer. *oot!ear is one such category in the fashionsphere that truly embodies the phrase-best foot for!ard.

*oot!ear as a category has been present in most of the companyCs +ig +a aar< *ashion

2tation, Pantaloons and Eentral retail formats. 0uring the year under re/ie!, Pantaloon

e$plored the opportunity to get into branded foot!ear, by partnering !ith the !ell-

established foot!ear company @iberty 2hoes. "he joint /enture named 5oot Mart Retai*

@In/ia Limite/ !ould launch branded foot!ear retail chains in the country under the

S-oe 5a'tor+ brand. "hese stores !ould be located !ithin most retail spaces that

Pantaloon !ould be present in, and as stand alone stores across the country. 2hoe *actory

stores !ould be a destination for men, !omen and children of all ages, !ho can choose

from a !ide /ariety of >uality foot!ear at /arious price points, suiting their budgets. "he

/enture launched its first store in Ahmedabad on (th =ay %33). 2pread o/er nearly

1 ,333 s>uare feet, this /alue format houses a !ide range of the latest and trendiest foo

t!ear and accessories for all occasions, at unbeatable prices.

5ormat#=;

GINI 8 JONY

%


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"he company recogni es that the organi ed ids !ear category has sho!n signs of

si eable gro!th o/er the past couple of years. In order to e$pand and consolidate its

presence in this category, the company entered into a joint /enture !ith the countryCs

leading ids !ear retailer, Gini & ?ony Apparels P/t. @td. "his e>ual joint /enture named

GJ 5(t(re 5a)-ion) Limite/ , apart from gaining additional /isibility !ithin all e$isting

and upcoming Pantaloons stores and Eentral malls !ill set up a chain of e$clusi/e ids

!ear stores throughout the country, addressing fashion needs of children in all age

groups, from ( to 1( years. "his initiati/e !itnessed the opening of t!o stand-alone

stores during the year %33(-3) in Indore and Ahmedabad.

5ormat#=

BIG BA AAR

I))e )a)ta a(r a''-a 4a-in na-iK

3


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+ig +a aar has clearly emerged as the fa/orite shopping destination for millions of its

consumers, across the country, itCs success is a true testament to the emotional bonding it

has established !ith the Indian consumer, on account of its /alue offerings, aspirational

appeal and ser/ice le/els.2hop till you dropQ +ig +a aar has democrati ed shopping in India and is so much more

than a hypermar et. ere, you !ill find o/er 1 3,333 products under one roof that cater

to e/ery need of a family, ma ing +ig +a aar IndiaCs fa/orite shopping destination.

At +ig +a aar, you !ill get the best products at the best prices from apparel to general

merchandise li e plastics, home furnishings, utensils, croc ery, cutlery, sports goods, car

accessories, boo s and music, computer accessories and many, many more. +ig +a aar is

the destination !here you get products a/ailable at prices lo!er than the =9P, setting a

ne! le/el of standard in price, con/enience and >uality.

If you are a fashion conscious buyer !ho !ants great clothes at great prices, +ig +a aar

is the place to be. @e/eraging on the companyCs inherent strength of fashion, +ig +a aar

has created a strong /alue-for-money proposition for its customers. "his highlights the

uni>ueness of +ig +a aar as compared to traditional hypermar ets, !hich principally

re/ol/e around food, groceries and general merchandise.

+oasting of an impressi/e array of pri/ate labels, +ig +a aar is continually stri/ing to

pro/ide customers !ith a LcompleteC loo . 2o be it menCs !ear, !omenCs !ear, ids !ear,

sports!ear or party !ear, +ig +a aar fashions has it allQ

5ormat#=

5oo/ Ba7aar

1


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Across India, food habits /ary according to community, customs and geography. *ood

+a aar, through its multiple outlets addresses this. At the same time it offers best >uality

products at !holesale prices to a !ide cross section of the India population. *ood +a aar

effecti/ely blends the loo , touch and feels of the Indian ba aar !ith the choice,con/enience and hygiene that modern retail pro/ides. "he food and grocery di/ision of

the company !as launched in %33%-3 and has gro!n to ' stores nation!ide at the end

of the current financial year. =ost stores are located !ithin +ig +a aar, Eentral and

Pantaloons and act as strong footfall generators. "here are separate stand-alone *ood

+a aars as !ell. "he business contributed just fe!er than (3 per cent of /alue retailing,

and about %3 per cent to the companyCs turno/er during %33(-3). *ood +a aar offers a

/ariety of daily consumption items, !hich include staples, soaps and detergents, oils,

cereals and biscuits. n the product category side, the primary segregation is done on the

basis of staples, fresh produce, branded foods and home and personal care products.

A0o(t A**a-a0a/ Big Ba7aar

Big Ba7aar1 At*anti) M(*tip*e.1 #B1M!G!Marg Roa/1 Ci2i* Line)1 A**a-a0a/#;==


33/79

Cat'-ment) area) :

J-(n)iA**a-ap(rDaragan&Go2in/p(rSa*oriMan,or/gan&Ba*ramp(r -o()eA)-o4 NagarCi2i* LinePritam Nagar$-(*/a0a/$are*i$e/gan&

Mirap(rC-oo4 Dari+a0a/Nani

T(rn o2er o, Big Ba7aar A**a-a0a/+ig +a aar- +ig +a aar turn o/er in ;


34/79

%ee4 Sa*e %ee4 Sa*e

1 41 (B %B 'B( (3% ( ' 3 1%B13331

) B '4 1 113(%44)

' ) )1)% % 3%3)34( 4)) (B )(4% 13) ''413% ' )3)41)%

%%3 13'% ( )(%( %44 (3B (%' ) BB( ' BB )'433'B ))43 %

13 )')''B 4 ()4(4%)11 '% %B B (4 B( 11% )% 3%' '3 ))' 31%1 (44)3 1 '1 14) 431' 11% %)1% '% )' 1 1)

1( '4'1B1 ' )'(%4 (1) )(4'(( '' 4 3)% %1 14) )4B '( 1 '14 131' 1(4 ') ) %)' 41B % ))% ' ))'BB4%3 3 ) %B '4 ) ((3%1 4''(( 'B ) %()%%% )1) %) (3 1) 4B1% ) ''4 (1 '1)1'3B%' ) 43'' (%%( )( 4' (

%) 41 '( '% 444 1 1%4 )41B)%)

'


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(


36/79

Se'tion at Big Ba7aar

B!B 5a)-ion E*e'troni')

5oo/ Ba7aar

G!M! ?ome 'are

Depot

SIS NA RAS

?ome 5a)-ion

Comm(ni'ation

)


37/79

5OOD BA AAR

A0 G-ar C-a*aana $itna Aa)aan

*ood +a aar in/ites you for a shopping e$perience, uni>ue by its ambience. At 5oo/Ba7aar +o( 3i** ,in/ a -it-erto (n)een 0*en/ o, a t+pi'a* In/ian Ba7aar an/International supermar et atmosphere.

*lagged off in AprilC3%, *ood +a aar is a chain of large supermar ets !ith a difference,!here the best of estern and Indian /alues ha/e been put together to ensure your satisfaction and comfort !hile shopping.

"he !estern /alues of con/enience, cleanliness and hygiene are offered through pre pac ed commodities and the Indian /alues of R2ee-"ouch-*eelR are offered through the

Jba aar-li eK atmosphere created by displaying staples out in the open, all at /eryeconomical and affordable prices !ithout any compromise on >uality.

"he best of e/erything offered !ith a seal of freshness and purity !ill definitely ma eyour final buying decision a lot easier.


38/79

WEEKLY SALES REPORT FOOD BAZAAR (IN LAKHs)23 th +eek M n'a) Tues'a) 0e'nes'a) Thurs'a) Fri'a) Satur'a) Sun'a) T ta#

Sa#es

Tar et 5.41 4.96 7.22 4.96 5.41 8.12 9.02 45.1Achie(e$ent 5.59 4.91 6.91 5.62 5.98 7.37 7.56 43.94

24 th +eek

Tar et 4.13 3.82 5.72 3.5 3.82 4.45 6.36 31.8Achie(e$ent 5.01 4.73 6.42 3.67 3.91 5.13 6.72 35.59

25 th +eek

Tar et 3.83 3.51 5.1 3.51 3.83 5.74 6.38 31.89Achie(e$ent 4.87 4.92 6.09 3.92 4.2 5.46 6.38 35.84

26 th +eek

Tar et 4.29 3.9 6.24 3.9 4.29 7.8 8.58 39Achie(e$ent 3.86 4.04 5.88 4.08 4.33 6.12 8.63 36.94

27 th +eek

Tar et 6 5.5 8 5.5 6 9 10 50Achie(e$ent 5.89 5.48 8.28 5.49 4.8 6.62 7.76 44.32

38th

+eek

Tar et 5.66 5.22 6.97 5.22 5.22 7.4 7.84 43.54Achie(e$ent 5 5.24 7.22 4.39 4.6 7.04 7.16 40.65

39 st +eek

Tar et 4.48 4.48 5.97 4.11 4.48 6.34 6.34 37.32Achie(e$ent 4.58 4.58 6.88 4.93 4.79 5.84 6.98 38.58

3:n'

Tar et 4.48 4.11 5.97 4.11 4.48 6.72 7.47 37.33Achie(e$ent 4.43 4.07 5.97 4.32 4.44 6.80 7.70 37.73

4


39/79

B


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WEEKLY SALES REPORT CHEF ZONE (IN LAKHs)

23 th +eek M n'a) Tues'a) 0e'nes'a) Thurs'a) Fri'a) Satur'a) Sun'a) T ta#Sa

Tar et 0.31 0.27 0.41 0.27 0.31 0.44 0.49 2.52Achie(e$en

t0.33 0.32 0.42 0.36 0.35 0.37 0.53 2.69

24 th +eek

Tar et 0.31 0.28 0.42 0.26 0.28 0.33 0.47 2.35Achie(e$en

t0.31 0.29 0.39 0.22 0.31 0.37 0.44 2.33

25 th +eek

Tar et 0.29 0.26 0.38 0.26 0.29 0.43 0.48 2.39Achie(e$en

t0.27 0.29 0.44 0.28 0.28 0.37 0.55 2.47

26 th +eek

Tar et 0.29 0.26 0.42 0.26 0.29 0.52 0.57 2.6Achie(e$en

t

0.26 0.28 0.39 0.31 0.31 0.36 0.58 2.48

27 th +eek

Tar et 0.35 0.32 0.47 0.32 0.35 0.53 0.59 2.94Achie(e$en

t0.36 0.39 0.56 0.36 0.31 0.47 0.52 2.97

38 th +eek

Tar et 0.33 0.3 0.4 0.3 0.3 0.43 0.45 2.5

Achie(e$ent

0.33 0.35 0.52 0.28 0.31 0.53 0.48 2.8

39 st +eek

Tar et 0.33 0.33 0.44 0.31 0.33 0.47 0.56 2.78Achie(e$en

t0.29 0.33 0.53 0.33 0.31 0.42 0.52 2.73

'3


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3: n' +eek

Tar et 0.33 0.31 0.44 0.31 0.33 0.5 0.56 2.78Achie(e$en

t

0.28 0.28 0.35 0.29 0.29 0.38 0.48 2.35

'1


42/79

'%


43/79

RESEARC? MET?ODOLOGY

Big Ba7aar 0a)i'a**+ mean) 0()ine)) an/ in 0()ine)) 'o**e'tion o, ra3 /ata a**o3) t-e

manager) to )ee t-e rea* )'enario an/ t-en ta4e a /e'i)ion a) per t-e /ata o0taine/! T-ereare )e2era* imp*i'ation) in t-i) )tatement:

T-e+ 'an e.amine t-e a2ai*a0*e in,ormation in t-e ,orm o, /ata to ma4e a /e'i)ion T-e+ 'an e2en get a '*ear pi't(re o, t-e )'enario or potentia* o, Big Ba7aar a)

'ompare/ to ot-er retai* )tore) in t-e 'it+! T-e in,ormation 'an on*+ 0e gat-ere/ 0+ /ata 'o**e'tion an/ t-en ana*+7ing t-e

a2ai*a0*e /ata!

T-ere,ore1 it 'an 0e )ai/ t-at t-e /ata 'o**e'tion i) an important part o, t-e pro&e't!

T-e pro&e'te/ o0&e'ti2e) 3ere 'on)i/ere/ an/ a) per t-e re6(irement a mar4et )(r2e+ 3a)/one!

Pro'e/(re:

T-e pro'e/(re t-at ,o**o3e/ 'an 0e en*i)te/ a) 0e*o3:

Rea/ing a0o(t t-e pro/('t De'i/ing on t-e o0&e'ti2e to pro'ee/! De2e*oping S(r2e+ in)tr(ment) Con/('ting per)ona* inter2ie3) o, /i,,erent age#gro(p)1 )e.1 mont-*+ in'ome an/

o''(pation t-ro(g- a (e)tionnaire!

'

DataRa3 n(m0er) In,ormation


44/79

Pro'e)) a/opte/:

=! Gaining 4no3*e/ge a0o(t t-e pro/('t at Big Ba7aar: Rea/ing a0o(t t-e pro/('t) 3a) t-e ,ir)t )tep (n/erta4en! T-i) ga2e not on*+ in

/ept- 4no3*e/ge a0o(t 3-at i) 0een o,,ere/ 0+ ot-er p*a+er) 0(t a*)o pro2e/ ()e,(*3-i*e /e2e*oping t-e 6(e)tionnaire!

2. Steps in the Development of the Survey Instruments T-e main in)tr(ment) re6(ire/ ,or )(r2e+ 3a) a 3e**#/e2e*ope/ 6(e)tionnaire! T-e

6(e)tionnaire /e2e*opment too4 p*a'e in a )erie) o, )tep) a) /e)'ri0e/ 0e*o3:

''

Re)ear'- o0&e'ti2e) are 0eing

tran),orme/ into in,ormation o0&e'ti2e) !

T-e Appropriate /ata 'o**e'tion met-o/) -a2e0een /etermine/

The information required by eachobjective is being determined.

Spe'i,i' (e)tion) S'a*e Mea)(rement ,ormat i)/e2e*ope/ !

(e)tion S'a*e Mea)(rement) i) 0einge2a*(ate/!


45/79

'(

Re)ear'- o0&e'ti2e) are 0eing

tran),orme/ into in,ormation o0&e'ti2e)!

T-e n(m0er o, in,ormation nee/e/ i) 0eing/etermine/!

T-e 6(e)tionnaire an/ *a+o(t i) 0eing e2a*(ate/!

Re2i)e t-e 6(e)tionnaire *a+o(t i, nee/e/!

The Questionnaire format is beingnalized.


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! C()tomer S(r2e+: T-e peop*e p*a+ an important part a) a '*ear per'eption o, peop*e a0o(t t-e pro/('t'an 0e e)timate/ an/ 4no3n! St(/+ing t-e nee/ *e2e*) o, t-e peop*e regar/ing t-epro/('t) 'an 0e o0)er2e/! It 3a) 2er+ ()e,(* in 4no3ing a0o(t t-e re6(irement) o, t-e

peop*e!

Re)ear'- De)ign: A t3o )tage Re)ear'- 3a) 'on/('te/:

1. Se'on/ar+ Re)ear'-:Data 3a) 'o**e'te/ ,rom 3e0)ite) an/ 'ata*og(e) to (n/er)tan/ t-e pro/('t o, t-e/i,,erent p*a+er)

%. Primar+ Re)ear'-:A Primar+ Re)ear'- 3a) 'on/('te/: T-e 6(e)tionnaire 3a) prepare/ ,or t-e 'ompanie) an/ ,o**o3ing area) 'o2ere/:

competing retail stores 5eat(re) o,,ere/ 0+ /i,,erent )tore) Con)(mer pro,i*e Sati),a'tion *e2e* Rea)on) ,or t-eir p(r'-a)e! De)ira0*e ,eat(re) o, t-e pro/('t an/ )er2i'e!

Samp*ing P*an:E*ement):T-e target pop(*ation o, t-e )t(/+ in'*(/e/ t-e genera*pop(*ation o, e2er+ age 3-o enter) to t-e Big Ba7aar

Samp*e )i7e: =


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Data Collection

"he final draft of the >uestionnaire 5see Appendi$6 !as prepared on the basis of theobser/ations from the pilot study. "hese !ere then finally filled by 133 customer, for theconclusi/e study.*inally the data collected !as fed into the data analysis soft!are- 2P22, to be analy edusing statistical techni>ues.

"ypes of Primary 0ata collectedD

2ocioeconomic EharacteristicsD 2ocioeconomic characteristics are sometimes called Jstates of beingK in that theyrepresent the type of people. "he factors on !hich !e are !or ing are occupation.=onthly transaction is also an important parameter but it is difficult to /erify.Although the amount of money that business unit earns in a month is an absolute,not a relati/e >uantity but it is a sensiti/e topic in our society and it is difficult todetermine.

Attitudes# pinionsD

"hrough the >uestionnaire !e ha/e tried to get hold of customers preference,inclination and re>uirement. Attitude is an important notion in the mar etingliterature, since it is generally thought that the attitudes are related to the beha/ior of customer.

=oti/ationD

"hrough the >uestionnaire !e ha/e tried to find the hidden need or !ant of customer and ha/e tried to find if these people can be tapped as the potentialcustomer for +ig +a aar.

'


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+eha/iorD

+eha/ior concerns !hat subjects ha/e done or are doing. "hrough the>uestionnaire !e ha/e tried to find out the beha/ior of the indi/idualsregarding the product and their responses. If the responses are fa/orable thenthe person can be said to be our potential customer. "he primary data ser/es asan important tool to measure the beha/ioral trend of the customer. It helps inans!ering some of the /ital Suestions.

btaining the Primary 0ataD

"he data collection !as primarily done through communication. Eommunication

in/ol/es >uestioning respondents to secure the desired information, using a datacollection instrument called >uestionnaire. "he >uestions !ere in !riting and so!ere the responses.

ersatilityD

It is the ability of a techni>ue to collect the information on the many types of primarydata of interest to mar eters. It has also been found that some of the people do notans!er truthfully to all the >uestions especially in the case of the personal details

'4


49/79

Data Ana*+)i)"he tools and methods of data collection identified earlier !ere employed to gather dataon the consumer perception on +ig +a aar. "he data accrued, especially from theinter/ie!s and >uestionnaires circulated, are tabulated and depicted on graphs in thefollo!ing pages. "he data thus gathered and tabulated is analy ed. "he data is thenscrutini ed and rele/ant interpretations are dra!n."he major objecti/es of analysis of data areD

1. "o e/aluate and enhance data >uality%. H$amine effects of other rele/ant factors. Eustomer satisfaction ratio,

'. @e/el of satisfaction,(. Eauses of dis-satisfaction,). Eustomer responses regarding ser/ices.

"he data collection plan, including procedures, instruments, and forms, !as designed and pre-tested to ma$imi e accuracy. All data collection acti/ities !ere monitored to ensureadherence to the data collection protocol and to prompt actions to minimi eand resol/e missing and >uestionable data. =onitoring procedures !ere instituted at theoutset and maintained throughout the study, since the faster irregularities can bedetected< the greater the li elihood that they can be resol/ed in a satisfactory manner and

the sooner pre/enti/e measures can be instituted.

'B


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Q. 1) Age of the respondents.

Age "otal+elo! 14 3

14-'3 '(

'3-)3 1(

)3 abo/e 13"otal 133

(3


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ata !

"he first criteria respondents !ere as ed to indicate !as the agegroup they belonged to. 9espondents !ere as ed to chooseamong four age group categories, /i ., belo! 14, 14-'3, '3-)3, )3 abo/e years. "he age

groups !ere identified as ey factors impacting shopping and purchase decisions ofconsumers.

Analysis

(1


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*rom the table, and pie chart depicted abo/e, the distribution of the population understudy is e/ident. f the 133 respondents !ho ans!ered the >uestionnaire, '(7 indicatedthat their ages fell in the category 14-'3 years 37 indicated belo! 14, 1(7 indicated'3-)3 year and 137 indicated )3 abo/e.

"nterpretation ! +y analy ing the responses to this >uestion, I, as a researcher, as !ell ascompanies, can identify the demographics of the population that /isit retail outlets. "hehighest number of respondents falls in the age group 14-'3. It can be deduced that mostof the consumers !ho /isit retail outlets regularly are the youth. "hey ma e up almostmore than half of the population !ho shop at retail stores.

(%


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Q. #) $ender of the respondents!

$ender Total

Male 65

Female 35

Total 100

Data:

Eonsumers !ere as ed to indicate their gender. "he object of this >uestion is tounderstand the demographics of the population under study.

Analysis!

*rom the table, and pie chart depicted abo/e, the distribution of the consumers ise/ident. f the 133 respondents !ho ans!ered the >uestionnaire, )( !ere female and (

(


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!ere male. It is e/ident from the responses and the subse>uent tabulation that the number of female respondents !as higher than that of the male respondents in the populationunder study. *emale are the major buyers at the +ig +a aar.

"nterpretation!

+y analy ing the responses to this >uestion, I as ,a researcher, as !ell as companies, canidentify the distribution in the number of men and !omen !ho/isit the retail outlets and appropriate decisions can be made eeping these numbers inmind.

"he highest number of respondents !ere female, as is depicted by the graph and chart presented abo/e. "he number of male respondents !as less compared to the femalerespondents.

"!o decisions can be made from the abo/e data collectedD one, more !omen /isit retail outlets than men. "!o, more !omen are !illing to fill out >uestionnaires and ta e a sur/ey than

men. 2ince more !omen can be inferred to /isit retail stores than men, companies can target

their offerings and mar eting strategies in t!o areas. 9etail outlets can

appeal to the !omen customers by offering more products geared especially to!ards!omen. "hey can pro/ide a shopping e$perience that !omen are particularly attracted to.

Another !ay that retail chains can use the abo/e data is to thin ne! techni>ues so thatthey can appeal to the men rather than the !omen. 2ince, fe!er men /isitretail stores as against !omen, the companies ha/e a large base of potential customers.+y pro/iding products that are geared to!ards men and by pro/iding a shoppinge$perience that attract menCs they can increase their loyal customers.

('


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! ?o3 +o( 'ame to 4no3 a0o(t Big Ba7aar!

So(r'e Tota*Hlectronic media 3ord of mouth '3Print media %3oarding 13"otal 133

((


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Data:

Eonsumers !ere as ed to indicate the source from !here they got information about +ig+a aar. "he object of this >uestion is to understand the source of information of the

population under study.

Ana*+)i):

()


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*rom the table, and pie chart depicted abo/e, the distribution of the consumers ise/ident. f the 133 respondents !ho ans!ered the >uestionnaire, '37 people gotinformation about +ig +a aar from !ord of mouth 37 from electronic media ,%37 from

print media ,137 from oardings.

Interpretation:

+y analy ing the responses to this >uestion, I as ,a researcher, as !ell as companies, canidentify the source of the information for the customers from !here they got theinformation about +ig +a aar.

Appropriate decisions can be made eeping these numbers in mind. e should increase the >uality of ser/ice and !hich !e are pro/iding to customers,

so that !e can increase loyal customers so that they can influence more people andour customer base can be increased.

2econdly !e can increase our ad/ertisement on electronic media as no! dayscustomers are also influenced by adds on " , and other electronic media.

! ?o3 o,ten /o +o( )-op

5re6(en'+ Tota*nce a !ee '(*ortnightly 3nce a month %(Tota* =


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Data:

Eonsumers approached !ere as ed about their fre>uency in /isits to shops. "he

fre>uency points furnished !ereD nce a !ee , *ortnightly, and nce a month. "hese

fre>uency points !ere identified by obser/ation and inter/ie! as the a/erage times that

consumers shop.

Analysis

*rom the table, and pie chart depicted abo/e, the fre>uency of shopping of the

respondents is e/ident. f the 133 respondents !ho ans!ered the >uestionnaire, '(

indicated that they shopped once a !ee , 3 indicated that they shopped *ortnightly %(

!ho /isit shops, malls or retail stores once a month.

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"nterpretation

"his >uestion is aimed at understanding ho! fre>uently consumers /isit shops and buy

their products or a/ail of their ser/ices. "he fre>uency points laid before the respondentha/e been the result of obser/ation and inter/ie!. +y analysing the responses to this

>uestion, I the researchers, as !ell as companies, can identify the number of times a

customer is li ely to shop in a monthCs time.

"he highest responses ha/e been attributed to once a !ee shopping. It can be deduced

that consumers !ho shop only once a !ee , pose /ery different challenges to retailstores. 2uch customers can be presumed to ha/e a high disposable income and may buy

more lifestyle or fashion products. 2ince they shop so fre>uently, they must continually

be entertained and attracted to ma e repeat purchases at stores. hen targeting this

segment, companies must be able to get ne! stoc e/ery !ee , and update their

mar eting strategies continuously.

As monthly customers can buy the products in bul so they can shop during 5=.+.+6 and

other offer seasons but !e can gi/e e/ery !ee big discounts to customers so its more

difficult to increase the customer base of !ee ly customers. It can be increased if

employee handle the customer !ell, display of the product, and ambience of the retail

outlet is good .

%-+ /o +o( )-op at Big Ba7aar

5a'tor) Tota*ffer 1Price % Hasy A/ailability ofProduct

(

Suality %(

(B


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Data:

Eonsumers approached !ere as ed about their factors effecting their purchasing

decision. "he factor points furnished !ereD Suality, Price, ffer, A/ailability of product

Analysis

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*rom the table, and pie chart depicted abo/e, the factors effecting purchasing decision of

consumers is e/ident. f the 133 respondents !ho ans!ered the >uestionnaire, (

ans!ered a/ailability of product %( ans!ered >uality, % ans!ered price 1 ans!ered

offers as their main factors influencing their buying decision.

"nterpretation

"his >uestion is aimed at understanding !hat elements attract the consumer the most.

"he preference points laid before the respondent ha/e been the result of obser/ation and

inter/ie!. +y analysing the responses to this >uestion, I the researchers, as !ell ascompanies, can identify the biggest factors that influence the consumers in fa/ouring one

store o/er others.

"he highest responses and the highest factor ha/e been attributed to a/ailability of

products on sale, !hen choosing to shop at a particular store.

Although it is said that the most important things in retail are J@ocation, location, and

locationK, from the consumersC point of /ie!, pro$imity is of little concern. "he >uality,

price and /ariety of goods play big roles in the decision ma ing process.

! D(ring 3-i'- o,,er +o( )-op mo)t

5a'tor) No!ednesday +a aar 3=onthly +achat +a aar (3

)1


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ee end offers %3Tota* =


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Ana*+)i):

*rom the table, and pie chart depicted abo/e, the distribution of the consumers ise/ident. f the 133 respondents !ho ans!ered the >uestionnaire, (37 customers

purchase decision are effected by =.+.+5=onthly +acaht +a aar 6 37 are influenced by ednesday +a aar and only %37 got influenced by !ee end offers.

Interpretation:

+y analy ing the responses to this >uestion, I as ,a researcher, as !ell as companies, canidentify the offers !hich influence the customers most !hile purchasing at +ig +a aar.

Appropriate decisions can be made eeping these numbers in mind. e should increase the no. of offers days as !e can gi/e fortnightly offers, and

other additional discounts !hich are not a/ailable outside of +ig +a aar, so that !ecan increase loyal customers so that they can influence more people and ourcustomer base can be increased.

2econdly !e can increase our ad/ertisement on electronic media as no! dayscustomers are also influenced by adds on " , and other electronic media, aboutdifferent offers as many customers are not a!are of different offers going on at +ig+a aar.

! %-at /o +o( mo)t*+ )-op at t-e Big Ba7aar )tore)

Detai* No!Accessories %(

Groceries %thers 5specify6 1

)


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Elothing 3

Data Co**e'te/

Eonsumers approached !ere as ed to indicate the types of products they mostly shopped

at +ig +a aar. "he types of products presented !ere Elothing, Accessories, Groceries and

others. "hese products !ere identified by obser/ation and inter/ie! as the most popular

products that consumers shop for fre>uently.

Analysis

*rom the table, and pie chart depicted abo/e, the products fre>uently shopped for by

consumers is e/ident. f the 133 respondents !ho ans!ered the >uestionnaire, %7

indicated that they essentially shopped for Groceries, 37 Elothing, 1(7 others

5@uggage, *oot!ear etc6, and %(7 Accessories .

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It is e/ident from the responses and the subse>uent tabulation that consumers, on an

a/erage, fre>uently shop for products in the follo!ing descending orderD Elothing,

Accessories, thers and Groceries.

"nterpretation

f the consumers approached, 133 people agreed to fill in the >uestionnaire and this

specific >uestion. "his >uestion is aimed at identifying the products consumers shop for

fre>uently at retail outlets. "he product categories laid before the respondent are the

result of obser/ation and inter/ie!. +y analysing the responses to this >uestion, I the

researchers, as !ell as companies, can identify the main attractions of products andser/ices offered.

"he high number of responses indicate that a large number of consumers /isit retail

outlets for groceries. Appro$ ne-third of the respondents indicated that they /isit retail

outlets to purchase Elothes.

"o the retail stores, the abo/e tabulated responses lead to a /ery important result.

Groceries is the fastest mo/ing consumer good. 9etail outlets that pro/ide groceries and

apparels can see a higher rate of turno/er and sales /olume.

Are +o( a3are 3it- Big Ba7aar o3n 0ran/)

Item) No!*ood +a aar '3

)(


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"asty "reat %(0j & E (Tota* =


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replied that they !ere a!are about *ood +a aar %( !ere a!are about "asty treat and (

!ere a!are about 0j & E brand.

"nterpretation "his >uestion is aimed at the a!areness in customers about the +ig +a aar o!n brands.

"he object is also to analy e ho! to increase a!areness about the +ig +a aar o!n

+rands among consumers. +y analysing the responses to this >uestion, I the researchers,

as !ell as companies, can identify the a!areness about the big ba aar o!n brands among

consumers.

"his indicates that although most consumers are a!are about the big ba aar brands *ood+a aar brands are more popular then other brands.

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Are +o( )ati),ie/ 3it- Big Ba7aar o3n 0ran/) @e!g Ta)t+ Treat

Detai*) No!es )(

Fo (Tota* =


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*rom the table, and pie chart depicted abo/e, the satisfaction le/el among the customers

about +ig +a aar o!n brands f the 133 respondents !ho ans!ered the >uestionnaire,

)( replied yes that they !ere satisfied !ith the big ba aar brands and there !ere (

people !ho !ere not satisfied !ith big ba aar brands.

"nterpretation

f the consumers approached, 133 people agreed to fill in the >uestionnaire and this

specific >uestion. "his >uestion is aimed at satisfaction le/el among the customers for big

ba aar brand. +y analysing the responses to this >uestion, I the researchers, as !ell as

companies, can identify that many customers are satisfied !ith the o!n brand of big ba aar.

*rom the tabulated data depicted abo/e and responses of the consumers, !e can see that

to promote o!n brand !e should ad/ertise more and pac aging can be made more

attracti/e.

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H In 3-i'- area o, operation at Big Ba7aar impro2ement i) nee/e/

Detai* No!Eashier 2peed

2taff no!ledge uestion is to understand the impro/ement area at +ig+a aar.

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Ana*+)i):

*rom the table, and pie chart depicted abo/e, the distribution of the consumers ise/ident. f the 133 respondents !ho ans!ered the >uestionnaire,'(7 customers needimpro/ement in Eashier speed 37 are not satisfied !ith the staff no!ledge about the

product %(7 thought !aiting process management is not good at +ig +a aar.

Interpretation:

+y analy ing the responses to this >uestion, I as ,a researcher, as !ell as companies, canidentify the impro/ement areas in operations at +ig +a aar.

Appropriate decisions can be made eeping these numbers in mind. e should increase the no. of cashiers atleast on ednesday +a aar, ee ends,

=onthly +achat +a aar. 2econdly !e can increase sources of entertainment to manage the !aiting process

management ,!e can play good songs so that customers are not irritated during!aiting.

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5in/ing)

Generally youth and !omenCs are the main customers at +ig +a aar.

Hlectronic media has an great impact on customers they are getting a!areabout ne! products and related offers.

0ue to a/ailability of all products under one roof and near by their house

helps customers to shop !ee ly and shop fresh e/ery time.

Groceries are the main items purchased by the customers and they are a!areabout big ba aar brands and mostly are satisfied !ith them.

All the customers !ant that their time should not !aste after shopping,number of cashiers should be increased ,!aiting process management should

be made good.

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Con'*()ion

"he report re/eals that there is huge scope for the gro!th of organi ed retailing and

impro/ement of +ig +a aar 2tore in Allahabad city.

ith the changing lifestyle, moderni ation and !esterni ation there e$ists a huge

scope for the gro!th of +ig +a aar store and is therefore a threat to unorgani ed

retailing.

+ig +a aar store are able to pro/ide almost all categories of items related to food,

health, beauty products, clothing & foot!ear, durable goods so it become >uite

easier for the customer to buy from one shop and hence is a con/inient !ay of

shopping !hen compared to unorgani ed retailing.

Aggressi/e =ar eting is the ey to increasing the mar et share in this area, since

the mar et has a lot of potential both in terms of untapped mar et .


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Re'omen/ation

"o increase more footfalls more promotional acti/ities must be carried out.

*or this +IG +ANAA9 can either offer more discounts or increase their

ad/ertisements. Increase in the number of footfalls !ill lead to increase in

sales..

Allo!ing more space bet!een the entrance of a store and a product gi/es it

more time in the shopperCs eye as he or she approaches it. It builds a little

/isual anticipation. "he number of trial rooms a/ailable at +IG +ANAA9 is /ery less as

compared to the number of people coming. "his usually results in long

>ueues and !aiting by customers. Install more full length mirrors inside the store so as to assist the customers

to ma e better purchase decisions. Play light music inside the store to ma e the shopping a pleasurable

e$perience. "hey can also e$hibit their ne! line of clothing through e/ents li e fashion

sho!s. +as ets should be scattered throughout the store, !here/er shoppers might

need them. =any customers donCt begin seriously considering merchandise

until they ha/e bro!sed a bit.

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Limitation)

"his research has a number of limitations that must be ac no!ledged.

*irst, the sample used for this study consisted mostly of college students."herefore, these results may not be applicable to the !ider population ingeneral.

2econdly, the results of this study are limited to a specialty retail branded purchasing conte$t.

@astly, it must be ac no!ledged that there may be numerous other

/ariables that contribute to the de/elopment of customer satisfaction,customer loyalty, and !ord of mouth communication !hich are brieflytouched upon belo!.

"o con/ince the people for a proper inter/ie!ing process is also difficult.

"he figures ha/e been ta en as appro$imations.

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%EBLIOGRAP?Y 8 BIBLIOGRAP?Y

www.futurebytes.com

www.pantaloon.com

www.retailindia.com

www.google.com

Research Methodology

by M.V. Kulkarni

)
http://www.futurebytes.com/http://www.pantaloon.com/http://www.retailindia.com/http://www.google.com/http://www.futurebytes.com/http://www.pantaloon.com/http://www.retailindia.com/http://www.google.com/


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ANNEXURE


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NAME: OCCUPATION:

AGHD +elo! 14 14-'3 '3-)3 Abo/e )3 GHF0H9D =ale *emale

16 o! you came to no! about +ig +a aarT Hlectronic media ord of mouth Print media oarding

%6 o! often do you shopT

nce a !ee *ortnightly nce a month

6 hy do you shop at +ig +a aarTSuality ffer Price

Hasy A/ailability of Product

'6 0uring !hich offer you shop mostTednesday +a aar =onthly +achat +a aar ee end offers.

(6 hat do you mostly shop at the +ig +a aar storesTElothing Accessories Groceriesthers 5specify6 ____________________________________

)6 Are you a!are of +ig +a aar o!n brandsT *ood +a aar "asty "reat 0j &E

6 Are you satisfied !ith +ig +a aar o!n brands 5e.g "asty "reat6T es Fo

46 In !hich area of operation at +ig +a aar impro/ement is neededTEashier 2peed 2taff no!ledge aiting "ime =anagement

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