retailing industry ppt-services mgmt (1)

8/2/2019 Retailing Industry Ppt-services Mgmt (1)

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RETAIL INDUSTRY

Lonan Jones 59 Pritha Pujari 60 Pooja Singh 56 Natasha Francis 52 Naomi Rodricks 55


2/25

WELCOME

TO


3/25

INTRODUCTION

Big Bazaar is a chain of hypermarket in India.

Stores across 90 cities & towns in India.

They fashion, apparels, food products, generalmerchandise, furniture, electronics, books, fast food, leisure& entertainment sections.

Big Bazaar has introduced several innovative offers toattract customers. Some of which are: Wednesday Bazaar,Sabse Sasta Din, Maha Bachat, The Great Exchange Offer.


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CHARACTERISTICS OF SERVICES

Perishability Intangibility

HeterogeneitySimultaneousproduction

andconsumption


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No of visits in a month

3 3

2

6 6

0

1

2

3

4

5

6

7

1 2 3 4 >4


6/25

7 PsProduct Pricing

0

1

8

11

00

2

4

6

8

10

12

0 0

2

9 9

0

1

23

4

5

6

7

89

10


7/25

7 PsPlace Promotion

0

7

10

3

00

2

4

6

8

10

12

0

1 1

11

7

0

2

4

6

8

10

12


8/25

7 PsPeople Process

0

3

4

11

2

0

2

4

6

8

10

12

0

5

4

11

00

2

4

6

8

10

12


9/25

7 PsPhysical Evidence

0 0

4

13

3

0

2

4

6

8

10

12

14


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SEARCH, EXPERIENCE & CREDENCE

Combination of Search and Experience


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RATER SCALE

Reliability

Assurance

Tangibles

Empathy

Responsiveness


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Reliability

3

3

2

6

6 Str Disagree

Disagree

Neutral

AgreeStr Agree

Do you think Big Bazaar lives up to the taglineisse sasta aur koi nahi?


13/25

Assurance

Are the staff willing to help queries?

1 1

10

6

2

Str Disagree

Disagree

Neutral

AgreeStr Agree


14/25

Tangibles

Are there adequate trolleys and baskets?

4

10

6 Str Disagree

Disagree

Neutral

Agree

Str Agree


15/25

Tangibles

Is it easy to locate support staff in each section?

0

3

11

6

0

Str Disagree

Disagree

Neutral

Agree

Str Agree


16/25

Empathy

0

3

8

9

0

Str DisagreeDisagree

Neutral

Agree

Str Agree

Are the staff professional and courteous?


17/25

Responsiveness

1

6

4

9

0

Str Disagree

Disagree

Neutral

AgreeStr Agree

Are the staff knowledgeable in terms of products and offers?


18/25

How long are you willing to wait in the billing queue? ()

1

10

9

0

cant wait

upto 5 min

upto 10 min

beyond 10 min

Zone of tolerance


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GAP ANALYSIS

Did you find the product you were looking for?

(gap 1)

0 01

16

3Str Disagree

Disagree

NeutralAgree

Str Agree


20/25

Was there availability of fresh/new stock? (gap 1)

4

15

Str Disagree

Disagree

Neutral

AgreeStr Agree


21/25

Did you find the layout of the store convenient?

(gap 2)

0

4

10

6

0

Str Disagree

Disagree

Neutral

AgreeStr Agree


22/25

Do you find the store overcrowded? (gap 2)

0 0

3

7

10

Str Disagree

Disagree

Neutral

AgreeStr Agree


23/25

Were products available as stated on the racks?

(gap 3)

0 0

4

16

0

Str Disagree

Disagree

Neutral

AgreeStr Agree


24/25

Are the products arranged in order? (gap 3)

14

6 Str Disagree

Disagree

Neutral

AgreeStr Agree


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Do you think Big Bazaar lives up to the taglineisse sasta aur koi nahi? (gap 4)

0 0

1

16

3

Str Disagree

Disagree

Neutral

AgreeStr Agree

retailing industry ppt-services mgmt (1)

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