big bazaar survey(2) 2012(research team chitkara)

Chitkara business school. Project made by Maneet, Shivi, Shubham, Manpreet, Naveenjot

STUDY OF

CONSUMER OPINIONS

REGARDING

“BIG BAZAAR – NAYI

INDIA KA NAYA BAZAAR”


ACKNOWLEDGEMENT

We extend our special gratitude to our beloved Dean and Co-ordinator Dr. Sandhir Sharma for

inspiring us to take up this project.

We are highly indebted to our mentors, Mr. Inderpreet Singh and Mr. Abhinav Dhawan for their

guidance and constant supervision as well as for providing necessary information regarding the

project & also for their support in completing the project.

We have taken efforts in this project. However, it would not have been possible without the kind

support and help of many individuals.


METHODOLOGY

This research was conducted over a 17 days period i.e. 21st November to 7th December in the last quarter of

2012 by our Research Team.

Sources of information include:-

Every effort is made to provide accurate information. The information provided is ‘best available’ on the

day the data was gathered.

PRIMARY NATURE

SURVEY METHOD

STRUCTURED QUESTIONS


CONTENT

Acknowledgement Methodology

1. Introduction 2. Objectives of the survey 3. Findings 4. Detailed analysis

Footfall according to age and gender. purpose of visit in the mall footfall according to the location visitors accompanied by

alone

family

friends

frequency of visit awareness about

monthly bachat bazaar

Wednesday bazaar

Rating of FBB apparels Opinion about fashion at Big Bazaar Medium of offer communication Opinion about Big Bazaar on different parameters. Opinion about big bazaar on different parameters (location wise)

5. Visitor’s perception about Big Bazaar(BB analysis)

6. Observations

7. Recommendations


INTRODUCTION

Big bazaar is a retail industry:-

RETAIL: The word retail refers to the sale of goods and services from individuals or businesses to the end

user.

Therefore, big bazaar is the organised sector i.e. organized retailing, in India, refers to trading activities

undertaken by licensed retailers, that is, those who are registered for sales tax, income tax, etc. These

include the publicly traded supermarkets, corporate-backed hypermarkets and retail chains, and also the

privately owned large retail businesses.

Big bazaar is a kind of hypermarket:-

Big bazaar is a kind of hypermarket .i.e. hypermarket provides s variety and huge volume of exclusive

merchandise at low margins. The operating cost is comparatively less than other retail formats.

RETAIL

ORGANISED SECTOR

UNORGANISED SECTOR


OBJECTIVES OF THE SURVEY

To know how frequently the customer visit in big bazaar & reasons of visit.

To study the customer awareness & preferences about the FBB apparels.

To study the perception of visitors regarding Big Bazaar.


FINDINGS

1. The sample size of the visitors in Big Bazaar is 841, out of which 500 are males and 341 are females.

2. According to the survey, we found that the visitors from the age group of 26-30 are more and

followed by 18-25 and 31-35.

3. Number of people visiting to Big Bazaar is from Zirakpur followed by Chandigarh and panchkula.

4. Out of three catchments of Chandigarh region 52.52% of people belong to secondary catchment.

5. On similar basis out of three catchments of panchkula region 54.96% of footfall is from primary

catchment.

6. People from other regions such as rajpura, bannur, nahan, derabassi, baddi, ambala etc. also visited

Big Bazaar and the percentage is 11.65 % (out of sample size 841).

7. It is good to know that 559 visitors out of 841 are exclusively coming for big bazaar followed by

shopping in mall i.e. 21.04%.

8. Even if people are coming for watching movie, eating out and shopping in the mall also visit Big

Bazaar.

9. Big Bazaar is treated as the family destination for shopping. Number of people coming to Big Bazaar

with family is 72.89%. Followed by people coming to Big Bazaar with friends is 16.65%.

10. 32.10% of the footfall to the Big Bazaar is on weekly basis whereas 29.01% of footfall is on monthly

basis.

11. We have found that many people like to come in offer days and festival season.

12. 58.15% people are not aware Wednesday Bazaar.

13. Yes 27.35% of the people are aware of Monthly Bachat Bazaar.

14. Out of 741 respondents, 342 responded that fashion @ Big Bazaar falls under the category of

Affordable Fashion.

15. 12.55% of the respondents feel that fbb apparels are of good quality. This show that Big Bazaar has

to work on the quality of the quality of Big Bazaar.

16. Newspaper is the most preferred medium by the visitors for receiving information of offers.

17. Moreover, 165 males preferred newspaper as the communication medium in comparison to 116

females.

18. FBB apparels are rated on three parameters:

Quality: 296 respondents say that quality is good.

Price: Large no. of respondents, i.e., 294 people feels prices are good whereas 273 say it is average.

Style: 303 respondents rate style as good.

19. 537 out of 841 respondents agree on the statement that prices at Big Bazaar are competitive.

20. 70.39% of the visitors agree that good quality products are available in Big Bazaar.

21. 49.70% & 19.99% of the footfall agree & strongly agree respectively that whatever they plan before

coming to Big Bazaar, they always get those products.


22. 33.88% say that Big Bazaar staff is helpful and knowledgeable.

23. 55.64% are happy with the billing system of Big Bazaar.

24. 101 respondents out of 841 are not satisfied with billing of Big Bazaar

25. 549 respondents that makes to 65.27% agree on the statement that the product display and offer

communication is simple and easy to understand.


DETAILED

ANALYSIS


FOOT FALL ACCORDING TO AGE AND GENDER

SAMPLE SIZE: 841

INTERPRETATION:

The study found that the sample size of the visitors is 841, out of which 500 are males and 341 are

females.

It is interpreted that 26-30 is the magnificent age group among all, which shows that 127 are males

and 99 are females.

Therefore, according to the above data males are dominating females.

116

127

115

59

51

32

94 99

60

35 38

16

18-25 26-30 31-35 36-40 41-50 >50

MALES FEMALES


PURPOSE OF VISIT TO THE MALL

SAMPLE SIZE: 841

INTERPRETATION:

The study found that 66% of the sample size of visitors specially visited Big Bazaar.

Some of them who came for shopping in mall, watching movie and eating out also visited Big Bazaar

to buy the products.

Therefore, according to the data the preference was given to Big Bazaar.

6%

7%

21%

66%

Watching Movie

Eating out

Shopping

Big Bazaar


FOOT FALL ACCORDING TO LOCATION

SAMPLE SIZE: 841

INTERPRETATION:

The Study found that most of the visitors are from ZIRAKPUR followed by Chandigarh, Panchkula,

Others, Mohali respectively.

11.65 % of the people from other regions such as rajpura, banur, nahan, derabassi, baddi, ambala,

etc. also visited Big Bazaar.

Therefore, more of the residents of zirakpur came to the mall.

Zirakpur Chandigarh Mohali Panchkula Others

TOTAL 288 238 86 131 98

PERCENTAGE 34.24% 28.29% 10.27% 15.55% 11.65%

0

50

100

150

200

250

300

350


VISITORS ACCOMPAINED BY-

SAMPLE SIZE: 841

INTERPRETATION:

The study found that most of the visitors came with their families followed by friends and most of

them came alone.

73% of them came with their families.

Therefore, the number depicts that people prefer coming with their families in the mall.

Alone 10%

Family 73%

Friends 17%


FREQUENCY OF VISIT-

SAMPLE SIZE: 841

INTERPRETATION:

The study found that 32% of the visitors came to the Big Bazaar week before, followed by 29% of

them who visited month ago, 27% of them took more than a month and 12% of them came days

before.

32% of the visitors came to Big Bazaar a week before.

Therefore, it is found that the people who visited Big Bazaar last week, this means most of them

came in Wednesday Bazaar.

Days Before 12%

Week Before 32%

Month Ago 29%

More Than Month

27%


WEDNESDAY BAZAAR

SAMPLE SIZE: 841

INTERPRETATION:

The study found that 58% of the people who came in Big Bazaar were not aware of Wednesday

Bazaar.

And 42% of them knew about the Wednesday Bazaar, which means most of them are those who

visited a week before.

YES 42%

NO 58%


Monthly Bachat Bazaar

SAMPLE SIZE: 841

INTERPRETATION:

The study found that 73% of the people who came in Big Bazaar were not aware of Monthly Bachat

Bazaar.

And 27% of them knew about Monthly Bachat Bazaar, which means most of them are those who

visited a month ago or more than a month ago.

It means that these 27% of them came into monthly offers.

YES 27%

NO 73%


FBB APPARELS –

SAMPLE SIZE: 841

INTERPRETATION:

The study found that on the likert scale the ratings given to FBB apparels by the visitors on the basis

of quality were good.

44% of the visitors said good about the FBB apparels followed by 36% of them who said average in

the case of apparels, whereas 11% of them said very well followed by 6% who said poor and 3%who

said excellent.

Therefore, it was interpreted that most of them who came to Big Bazaar did shopping in the food

section while others purchased FBB apparels.

Poor 6%

Average 36%

Good 44%

Very Good 11%

Excellent 3% Quality


SAMPLE SIZE : 841

INTERPRETATION:

The study found that on the likert scale the rating given to FBB apparels by the visitors on the basis of

price was good.

About 44% of them said good about the price followed by 41% of them who said average, then poor,

very good and excellent respectively.

Therefore, it has been interpreted that the visitors somewhat rate price of FBB apparels somewhat

good and somewhat average.

Poor 7%

Average 41% Good

44%

Very Good 6%

Excellent 2% Price


SAMPLE SIZE: 841

INTERPRETATION:

Style is the most important factor in everyone life when it comes to dressing. Everyone wants to look

better than the other in this advanced & westernised world. The study found that style of fbb

apparels are rated in the category of good and average.

45% of the people feel that style of fbb apparels is good whereas 33% say it is average.

Visitors to the Big Bazaar feel that more of style in the party wear clothes can be added to the fbb

apparels. So, Big Bazaar can work on this suggestion to attract more customers.

Poor 9%

Average 33%

Good 45%

Very Good 10%

Excellent 3%

Style


SAMPLE SIZE : 841

INTERPRETATION:

The FBB apparels when rated on three parameters, it is found that majority of people rate it in the

category of good followed by the response of average.

296, 294 & 303 respondents said that FBB apparels are good on the parameters of quality, price and

style respectively.

242, 273 & 220 responses were average in regards to quality, price and style.

0

50

100

150

200

250

300

350

Poor Average Good Very Good Excellent

42

242

296

73

17

47

273 294

41 13

57

220

303

70

18

Quality Price Style


OPINION REGARDING FASHION @ BIG BAZAAR –

SAMPLE SIZE: 841

INTERPRETATION:

The study found that the visitors have different opinions about the FBB apparels in Big Bazaar.

About 46% of the people think that the fashion at Big Bazaar is an affordable fashion followed by

clothes available for their and family needs, latest fashion and quality apparel respectively.

Accordingly and through the view point of people , the fashion at Big Bazaar is an affordable fashion

Latest fashion 14%

Affordable fashion 46%

Quality apparel 13%

Clothes For all your needs and entire

Family 27%


COMMUNICATION OF THE OFFERS

SAMPLE SIZE: 841

INTERPRETATION:

The study found that the most convenient method chosen by the visitors for Big Bazaar offers is

newspaper Ad.

Therefore, about 31% of them chose newspaper ad followed by 25% who said television then 22%

who said messages and emails then banners and outdoors respectively

Hence, it has been interpreted that there are more readers of local newspaper through which the

offers can be communicated.

Radio 11%

News Paper 31%

T.V. 25%

Banners 7%

Outdoors. 4%

SMS / EMAIL 22%


CUSTOMER

OPINIONS ABOUT

BIG BAZAAR ON

DIFFERENT

PARAMETERS.


COMPETITIVE PRICES

SAMPLE SIZE: 841

INTERPRETATION:

The study found that the prices at Big Bazaar are competitive in comparison to the other retail store

such as easy day, more and other departmental stores, etc.

About 64% of the visitors agreed that the prices of Big Bazaar are competitive followed by 21% of

those who were neutral about it while 8% of them disagreed and so on.

Therefore, it has been interpreted that the prices of Big Bazaar are competitive.

1%

8%

21%

64%

6% Strongly Disagree

Disagree

Netiher Agree nor disagree

Agree

Strongly Agree


QUALITY OF PRODUCTS –

SAMPLE SIZE: 841

INTEREPRETATION:

The study found about the quality of the products available in Big Bazaar.

About 70% of the visitors agreed that there is good quality products in Big Bazaar followed by 15% of

them who gave the neutral reply then about 11% of them strongly disagreed and so on.

Therefore, it has been interpreted that the availability of the products in Big Bazaar is good.

1%

3%

15%

70%


Disagree


Agree

Strongly Agree


AVALIBILITY OF THE PRODUCT -

SAMPLE SIZE: 841

INTERPRETATION:

The study found that the availability of the product is there in Big Bazaar.

About 50% of them agreed that they got the products whatever they have come to take followed by

20% of them who strongly agreed then 19% of them disagreed and 10% strongly disagreed.

Therefore most of them agreed to the point that each and every product is easily available in Big

Bazaar.

STAFF HELPFUL AND KNOWLEDGABLE –

1%

10%

19%

50%


Disagree


Agree

Strongly Agree


SAMPLE SIZE: 841

INTERPRETATION:

The study found about the opinion of visitors regarding the Big Bazaar staff-if they are helpful and

knowledgeable.

55% of people agreed that the staffs helpful and knowledgeable and only 14 % strongly agree to this

statement.

It has been interpreted that the Big Bazaar staff is helpful but they do not have the exact knowledge

of the product.

PROCESS OF BILLING IS ACCURATE –

SAMPLE SIZE: 841

0%

23%

8%

55%


Disagree


Agree

Strongly Agree


INTERPRETATION:

468 people agree that process of billing is quick and accurate but at the same time 101 people

disagree to this statement.

Lot of complaints have been received regarding the billing process at Big Bazaar.

About 6 people had not replied to this statement because they were first time visitors.

PRODUCT DISPLAY AND OFFER COMMUNICATION IS SIMPLE AND EASY TO

UNDERSTAND –

SAMPLE SIZE: 841

Strongly Disagree

Disagree Netiher Agree nor disagree

Agree Strongly Agree

34

101 87

468

145

Series1


INTERPRETATION:

The study found that the product display and offer communication is simple and easy to understand.

About 55% of the visitors agree that the product display and the offers communicated are easily

understandable to the visitors in Big Bazaar followed by 23% of them who disagree then 14% of them

strongly disagree and 8% of them gave a neutral answer. Therefore , it has been interpreted that the products display is understandable but navigation is

required in some sections

0%

23%

8%

55%


Disagree


Agree

Strongly Agree


OPINION ABOUT BIG BAZAAR ON DIFFERENT PARAMETERS (LOCATION WISE.)

INTERPRETATION:

Out of 841, 537 people agree on the statement that prices in Big Bazaar are competitive.

The classification of 537 people according to different locations:

Cities No. of Respondents

Zirakpur 198

Chandigarh 137

Mohali 51

Panchkula 86

Others 65

4 16

56

198

14 2

23

62

137

14

0 10 14

51

10 2

8

26

86

9 0

9 18

65

6

Strongly disagree Disagree Neither agree nor disagree


Competitivness of prices

Zirakpur Chd. Mohali Panchkula Others


All the respondents from different locations strongly agree to the above statement fall and the range

of response fall into the category of 5-16.

INTERPRETATION:

592 people & 93 people from various locations agree and strongly agree to the above statement

respectively.

In this statement also, the majority of footfall from Zirakpur agree & strongly agree with the fact that

quality products are available at Big Bazaar. (i.e. 202 & 33 resp.)

39 people from Zirakpur & 41 people from Chandigarh are neutral in response to this statement.

3 11

39

202

33

1 11

41

162

23

0 1 10

61

14 3 2

21

95

10 1 1

11

72

13

Strongly Disagree Disagree Neither Agree nor disagree


Availability of quality products



INTERPRETATION:

Very few numbers of respondents strongly disagree to this statement.

152 respondents from Zirakpur & 115 people from Chandigarh feels that always get the product you

come to buy.

According to this question, Big Bazaar should target the people coming from Zirakpur so that all their

requirements are taken care of.

2

34

44

152

55

1

21

57

115

42

1

13

31

63

22

1 1

12 12

52

21

Strongly Disagree Disagree Neither agree nor disagree


Always get the product persons come to buy



INTERPRETATION:

There is a mix response of people regarding the staff of Big Bazaar.

It is visible that 192 people from Zirakpur followed by 130 people from Chandigarh agree to this

statement.

Moreover, 58 people from Zirakpur & 63 people from Chandigarh strongly agree that Big Bazaar

staff is helpful and knowledgeable.

People from Mohali, Panchkula & other locations have a very close response in relation to the

parameter of “Strongly Agree” for Big Bazaar statement.

0 11

26

192

58

2

19 23

130

63

0 7 4

55

20

4 12 15

74

25

0 5 11

59

23



Staff Behaviour - Helpful & knowledgeable



INTERPRETATION:

No. of people who disagree regarding this statement:

Cities No. of Respondents

Zirakpur 45

Chandigarh 30

Mohali 4

Panchkula 17

Others 5

Out of the people who agree to above statement, 157 people from Zirakpur feels billing process at

Big Bazaar is quick & accurate.

People are not really happy with the billing process during offer days and festival season.

7

45

33

157

45

10

30 30

121

45

3 4 6

57

15 7

17 13

72

21

7 5 5

61

19

Strongly Disagree Disagree Neither agree nor disagree


Process of Billing- Quick & Accurate



INTERPRETATION:

Mostly people agree & strongly agree to the statement saying that the product

display & offer communication is simple & easy to understand.

60 people out of 192 belonging to Chandigarh region strongly agree to this

statement.

200 people from Zirakpur & 147 people from Chandigarh agree to this

statement.

1 14 20

200

52

1 13 15

147

60

0 2 4

50

30

0 5 8

88

29

1 7 5

64

21


Agree Strongly agree

Understability of Product Display & offer communication



VISITOR’S

PERCEPTION

ABOUT BIG

BAZAAR


PEOPLE VISITED BIG BAZAAR –

EXPLANATION:

It has been analysed that the sample size of the visitors who visited Big Bazaar specifically

was 559.Out of them 327 were male and 232 were female. Therefore, It has been seen that

the number of people who visited Big Bazaar were male.

People Visit to BIG BAZAAR

(559)

MALE 327 FEMALE

232


Visitor’s Visit to Big Bazaar (According to Locality)

EXPLANATION:

If the data is analysed according to the footfall of Big Bazaar, it is shown that majority of the footfall

of BB is from Zirakpur location followed by Chandigarh, Panchkula, Mohali and others respectively.

So, the Big Bazaar is in a good position because it is able to target the population of its locality which

shows that in coming years BB will prosper and more of population living in Zirakpur will visit it.


.

Visitor's Visit BIG BAZAAR (According to Age Groups)

EXPLANATION:

Maximum number of people coming to Big Bazaar is from the age group 26-30 followed by the 18-25

and 31-35 age group. Moreover, it is observed that the kids and the elderly members of the family

are also accompanied by the buyers and they are also the potential customers of Big Bazaar.

0

20

40

60

80

100

120

140

160

18 - 25 26-30 31-35 36-40 41-50 < 50

No. Of Respondents 118 154 117 71 63 37


MALE (According to Different Age Groups)

SAMPLE SIZE: 559

EXPLANATION:

Males of the age group 26-30 are more inclined towards the visit to the Big Bazaar that is 27%

followed by 23% of people belonging to the age group 31-35. So it can be interpreted that more of

young population are the visitor of Big Bazaar.

19%

27%

23%

14%

10%

7%

No. Of Males

18 - 25 26-30 31-35 36-40 41-50 < 50


FEMALE (According to Different Age Groups)

SAMPLE SIZE: 559

EXPLANATION:

As we have seen in the case of males, in the same way 29% of females belonging to

the age group 26-30 visit to Big Bazaar followed by the females belonging to the age group 18-25 and only 6% of the females from the age group more than 50 come to Big Bazaar.

24%

29% 18%

11%

12%

6%

No. Of Females

18 - 25 26-30 31-35 36-40 41-50 < 50


EXPLANATION:

Out of the 559 people visiting to the Big Bazaar, data shows that majority visitors are accompanied

by their families.

Very few visitors visit alone or with their friends.

63 •Alone

419 •Family

77 •Friends


FBB APPARELS RATING:

SAMPLE SIZE: 559

EXPLANATION:

Out of 559 visitors of Big Bazaar, the quality is being rated as good and average by 44% and 36% of

respondents respectively. Only 3% feels that quality is excellent.

Poor 6%

Average 36%

Good 44%

Very Good 11%

Excellent 3%

QUALITY


SAMPLE SIZE: 559

EXPLANATION:

25% of the Big Bazaar visitors feel that the prices of FBB apparels are poor and 37% responded the

prices to be good and 32% as average.

Poor 25%

Average 32%

Good 37%

Very Good 5% Excellent

1%

PRICE


SAMPLE SIZE: 559

EXPLANATION:

44% of the respondents of Big Bazaar have the opinion that the style and clothing section is good

and 33% felt that it was average.

Poor 9%

Average 33%

Good 44%

Very Good 12%

Excellent 2%

STYLE


FASHION @ BIG BAZAAR

Latest Affordable Quality Clothes For needs

71 232 61 136

EXPLANATION:

Fashion at Big Bazaar is characterised under different categories. Hence, it has been found through

study that the fashion at Big Bazaar is the affordable fashion.


BIG BAZAAR

_Days Before Week Before Month Ago More than a Month

71 191 157 141

_ Days Before

13%

Week Before 34%

Month Ago 28%

More Than Ago 25%


Monthly Bachat Bazaar: SAMPLE SIZE: 559

Wednesday Bazaar:

Yes 28%

No 72%

Yes 43%

No 57%


Communicate Our Offers : SAMPLE SIZE: 559

Prices at Big Bazaar are competitive:

Radio 11%

News Paper 32%

T.V. 26%

Banner 5%

Others 4%

SMS/E-Mail 22%

Strongly disagree 1%

Disagree 7%

neutral 20%

Agree 66%

strongly agree 6%


Availability good quality products: SAMPLE SIZE: 559

Always get the product you come to buy :


Disagree 6%

Neutral 13%

Agree 69%

Strongly agree 11%


Disagree 9%

Neutral 18%

Agree 51%

Strongly agree 21%


Big bazaar Staff:

SAMPLE SIZE: 559

Billing Process:


Disagree 6%

Neutral 7%

Agree 62%

Strongly agree 25%


Disagree 12%

Neutral 9%

Agree 57%

Strongly agree 18%


Product Display and offer Communication:

SAMPLE SIZE: 559


Disagree 6% Neutral

6%

Agree 64%

Strongly agree 24%


Observations

1. Big bazaar is place where we get everything at one doorstep.

2. More of Males are still dominating the process of shopping in the families as seen from the survey of

the Big Bazaar.

3. Big Bazaar is able to attract large population from Zirakpur whose all areas are included in primary

catchment.

4. People prefer to visit to Big Bazaar with their families or friends.

5. There is a need to make people aware of Wednesday Bazaar & Monthly Bachhat Bazaar.

6. Big Bazaar has to work on the quality, style & price of FBB apparels.

7. People mostly come to Big Bazaar for the purchase of food products or clothes.

8. It is noticed that the number of customers coming to purchase other products like electronic, home

fashion, cosmetics, etc. is very less.

9. The staff members are not very well informed about the product in various sections. Even if they

know about the product in the section they are appointed, they don’t have information about the

products of other section. Moreover, they are not aware of the technical terms.

10. The customers say that they have to call the staff member to ask for help, they don’t come by

themselves.

11. Branded products like Samsung, LG, Haier, IFB, Philips, etc. should be included in the electronic

section.

12. People don’t like Korean products in the electronic section.

13. Bills are not straight they are difficult to understand because of the coding used.

14. All the billing counters are not opened every day. So, people face problems and lot of rush is created

around opened counters and it consumes lot of time of buyers.

15. Very less people visit this section. Even if they visit, it is just to have a look not actual purchasing.

Style also required.

16. Because of the hectic schedule of today’s life people are available with less time. so that is why they

prefer going to a place where they can get everything under one roof

17. Offers are not valid till the last day of the offer period.


Recommendations

1) Big Bazaar must look forward to maintain the current quality of services provided to its customers as its

far better than its competitors

2) In the long run, it is recommended to move towards the wholesale concept as it is appreciated more by

each and every segment of the consumers.

3) High-end brands can be included in the product line, esp. at FBB, as availability of low level brands may

diminish the quality-wise image of Big Bazaar. To establish as a best service provider, Big Bazaar can

collaborate with high-end brand names.

4) To improve the variety and quality of FBB apparels, collaboration with fashion-designers is advised.

However, for a cost advantage and for the sake of CSR, tri-city based designers, recently passed out students

of designing institutions, etc. can be given a chance to join and serve for Big Bazaar.

5) Majority of consumers faced problems at the billing section. It is advised to minimize the technical errors

and the human errors at billing section.

6) The number of billing counters must be increased especially at weekends and in the festival season. This

will directly help in reducing the human error at the billing counters.

7) It was observed that a 'Saturday Bazaar' or 'Weekend Bazaar' would get an equal or perhaps a far better

response than the Wednesday Bazaar. So, it is recommended to organize a 'Saturday Bazaar' for more

footfall, esp. for the working segment. It can also be done to establish FBB as a brand name by providing

huge discounts on apparels, only on Saturday or weekends. 8) It is recommended to add more variety at electronics section esp. in the mobile phones by introducing

more high-end electronics' brands.

9) The sufficient sitting space for customers at different points in the store is required.

10) The staff must be well-trained, congenial, patient, co-operative and helpful to the customers. There

were cases of being misguided by the staff, so staff training is the need of the hour.

11) Offer communication must be done in a better and more clear way to the customers. For this, different

measures of promotion can be used. One of the way is the use of social networking sites in this technically

advanced world.

12) It is highly recommended to make available the staff for dropping the purchased stuff at customer

vehicles in the parking area.

13) Customers complain about the hidden prices on offers and manipulative offers which they get to know

only at the billing counters. So, it is better not to indulge in such practices as it diminishes the image of Big

Bazaar in Customers' mind.

14) For some of the customers, the store was very congested. So, it is recommended to improve the use of

space and make the ambiance more congenial for customers.

15) It is advised to change the product display from time to time esp. at FBB section.


16) It is recommended to add sitting space by putting chairs at the eating section and make shopping more

comfortable for the customers.

17) It is highly recommended to re-introduce the car accessories at Big Bazaar.

18) Extreme care must be taken while putting price tags on the products. Customers feel betrayed when

they get to know the real price of the product at billing counters.

19) A lot of re-work is required to change the general perception of customers about the products with

offers available at Big Bazaar.

20) Prices of the products available at Big Bazaar should be matched with the prices of the products in the

market. It is seen that prices are high in Big Bazaar in many commodities.

big bazaar survey(2) 2012(research team chitkara)

Business