Siliguri Institute of Technology

(S.I.T)
Affiliated to M.A.K.A.U.T
Salbari, H.C Road, Siliguri
A Study on Consumer Buying Behavior and satisfaction level of
organized Retailers by Onion Insights based on Shoppers Stop.

SUBMITTED BY

Name : Md. Nurul Islam

Roll No. : 11900915022

Session : 2015-2017

Course : Master of Business Administration

GUIDE BY

Dr.Suvendu Dey (Institute)

Mr. Piyush Kumar (Company)

Declaration
I do hereby declare that, I Md. Nurul Islam, a student of MBA 3rd semester from
Siliguri Institute of Technology, West Bengal, contributed my sincere efforts and
dedication and left no stone unturned while the accomplishment of the project
entitled –

“A Study on Consumer Buying Behavior and satisfaction level of

organized Retailers by Onion Insights based on Shoppers Stop”

The duration of the project is of 8 weeks. This report is solely prepared by me

under the supervision of Dr. Shuvendu Dey, Prof. of M.B.A Department(SIT) &
Mr. Piyush Kumar (Store Manager) of Shoppers Stop Ltd & has not been
submitted to any other institution. However, I shall remain liable for any
misinformation which creeps in without my knowledge.

------------------------

Signature of Student
 ACKNOWLEDGEMENT

Behind every achievement of a student life the unflinching efforts of one’s parents
& teacher without whom the liveliness of hard work could not have been known.

At the very outset I would like to thank Dr. Shuvendu Dey, Prof. of MBA
Department(SIT), for his guidance to undertake this project.

I would also like to express my sincere gratitude towards my training guide Mr.
Piyush Kumar of Shoppers Stop Ltd who gave me valuable information and
data. This report would not been possible without their help.

I am grateful to Mr. Debayan Nandi (Head of the Department,SIT) for allowing me

to undertake this “Summer Project”.

Finally, I wish to express my sincere gratitude to my parents, who has provided me

strong mental and financial support all the time and I would like to thank all other
personnel from various departments of Shopper’s stop who has directly or
indirectly helped me to accomplish my project work.
 PREFACE

The study period of the project contributes significant knowledge that improves the
hidden ability and the talent that an individual really has. Talking specifically in the
practical aspect, project significantly contributes its very best in providing a student
to get an in depth view and knowledge about a concern industry/company. It
facilitates a student to show their talent & skills, and also the basic awareness about
the various latest concepts specifically with their practical utility. It also facilitates
to work in concerned groups, which stood to a basic quality in working with the
corporate individuals.

I dedicated my very best “A Study on Consumer Buying Behavior and satisfaction

level of organized Retailers by Onion Insights based on Shoppers Stop”. During
the study, I was enlightened with many facts and practical aspects, which helped
me a lot in getting a clear view about the market share of Onion Insights Company.

For this project report I collected data & information from the various customers
coming for shopping in the shoppers stop store located in city centre, matigara,
Siliguri & partially from the official website of shoppers stop Ltd.

Date:

Md. Nurul Islam

 CONTENTS

S.NO. CHAPTERS PAGE NO.

I. INTRODUCTION
1 2
INTRODUCTION ABOUT TOPIC

II. METHODOLOGY
RESEARCH DESIGN

STATEMENT OF THE PROBLEM

OBJECTIVES
2 NEED OF THE PROJECT 4-6

SCOPE OF THE PROJECT

TYPE OF THE STUDY

SOURCES OF DATA COLLECTION

LIMITATIONS OF THE STUDY

III.COMPANYPROFILE
INTRODUCTION

3 INDIA RETAIL INDUSTRY 8 - 46

HISTORY OF RETAILING

KEY PLAYERS

4 IV. DATA ANALYSIS& INTERPRETATION 48 - 70

5 V. FINDINGS,CONCLUSIONS &SUGESSTIONS 72 - 74

ANNEXURE
6 QUESTIONNAIRE 76 - 79

BIBILOGRAPHY
 LIST OF TABLES

S.No TITLE PAGE.NO

Gender OfRespondents
1 48
Age OfRespondents
2 49
Occupation OfRespondents
3 50
Marital Status Of Respondents
4 51
Monthly Income Of Respondents
5 52
Respondents How Frequently Visiting Shopper’s stop
6 53
Which Products Respondents More Often Purchasing
7 54
From Which Source Respondents Purchase Products From Shopper’s stop
8 55
Respondents Why Purchase Products From Shopper’s stop
9 56
Respondents response about product categories
10 57
Respondents response about store space for products in Shopper’s stop
11 58
12 Respondents Response On Representative Interaction In Store
59
13 Respondents reaction about shopper’s stop intimating offers in store
60
Respondents Response For Store Customer Service
14 61
15 Shopper’s stop Offer Any Special Discounts For Customers 62
63
15.A Some Of The Store Discounts & Offers
16 Respondents waiting for a long time at the billing section at shopper’s stop 64
17 Respondents prefer food courts & gaming section at shopper’s stop 65
18 Why respondents visit the retail stores 66
19 Respondents purchased any product at Big-Bazaar just by visiting first time 67
20 Respondent‘s intentions to re-inter the store? 68
21 Respondents response about shopper’s stop products quality, quantity 69
Respondents reaction after shopping at shopper’s stop
22 70
CHAPTER-I
INTRODUCTION

1|Page
 INTRODUCTION. ABOUT THE TOPIC

Organized retail is gaining tremendous importance in the recent times. On the other
hand, the retail industry is also facing severe competition and those who are able to retain
their customers are the ones that are able to succeed in the market place.

The retail firms are spending a lot of their marketing resources to keep existing
customers rather than to attract new ones. Customer satisfaction plays a key role in customer
retention and also is a major differentiating factor among retail stores. Delivering satisfaction
to the consumers has become one of the major drivers of profitability.

In this scenario, the firms have to work on what attracts consumers and what will
make them not to shift their choice towards competitors. Working out strategies in this
direction requires a thorough understanding of the preferences of the consumers on the
attributes that are considered of much significance.

This study focuses on analyzing the consumer‘s preferences of the specific attributes
of retail store in CITY CENTRE, SILIGURI. The study starts with reviewing the earlier
works in this area, the objective of the study and the research methodology used is then
delineated.

2|Page
 CHAPTER-II
METHODOLOGY

3|Page
RESEARCH DESIGN
A research design is the arrangement of condition for collection and analysis of the
data in a manner that aims to combine relevance to the research purpose with the economy in
procedure.
In fact the research design is the conceptual structure with in which research is conducted, it
constitutes the blueprint for the collection, measurement and analysis of data.

STATEMENT OF THE PROBLEM:

The study is being conducted for the SHOPPER’S STOP store in CITY CENTRE
SILIGURI to find out the Consumer Buying Behavior and satisfaction level of organized
Retailers in shopper’s stop. It is required to find out the preferences based on certain aspects
(price, Income, levels selection of products satisfaction level of customers).

OBJECTIVES
To study the customer preferences in choosing Shopper’s stop.
To study the factors that is affecting the choice of customers in choosing a retail store.
To study the factors that retain the customers who visit Shopper’s stop

NEED OF THE PROJECT

Now day‘s retail stores facing more competition in retailing business. Good store
design increase the visiting of more customers in to the store and increase the store goodwill,
and price also plays major factor to use the customer giving preference and selection of the
store. And as industry research has shown, there is much need to know the customer
expectations, customer preferences and their store choice‘s(features) and we will find out
solutions for designing effective store which will getting more customers and getting more
profits.

SCOPE OF THE STUDY

The research is applicable in the area of customer decision making process for
purchasing of products at Shopper’s stop. The scope of research also helps in understanding
the preferences of the customers. It would help Shopper’s stop in designing their marketing
promoting sales.

4|Page
TYPE OF STUDY: Descriptive method
This research is completely based on the description of the factors that lead to the
customer decision making process. It is basically valued on the various parameters which
include personal details of customers, their income –level, satisfaction level
Here the need is to find which factor describes the consumer decision making process most
effectively.

SOURCES OF DATA COLLECTION:

The sources of data include both Primary and Secondary data.
Primary data is collected with specific objective, especially to address the research
problem. The data is gathered by distributing a questionnaire to the customers who visit
shopper’s stop and through personal interview.
Secondary data includes books, journals, magazines, news letters of the shopper’s
stop, and internet.

SAMPLING SIZE:
The sample size taken for the study at shopper’s stop was 35.

SAMPLING PROCEDURE:
To obtain the representative sample, a non probability sample can be drawn. In this
study the method of selecting samples is random.

TOOLS:
The tools used for analyzing data are rating method; graphs, pie charts etc.
Questionnaire is distributed to the individual respondents and special care has been taken to
make him/her feel comfortable so that, he/she could answer all the questions. This method is
followed to get unbiased answers.

TECHNIQUES OF ANALYSIS:
The data collected from the customer are transcript to the worksheet in the form of
tally bars and analyzed by statistical tools by drawing tables and graphs, inferences were
drawn on a marketing concept and conversation. Based on the marketing concepts findings of
the research were driven and recommendations are made.

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LIMITATIONS OF THE STUDY:

It is not possible for any market study to make it accurate due to many hurdles in the
collection and computation of data. Some limitations of the study are listed below
 The sampling frame to conduct the study has been restricted to Shopper’s stop, CITY
CENTRE, SILIGURI
 Respondents show reluctance towards giving correctinformation.
 Findings of the study are based on the assumption that respondents have disclosed in
thequestionnaire.
 Time was a majorconstraint.
 The sample was limited to only customers who have made a purchase at bigbazaar.

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 CHAPTER-III
COMPANY PROFILE

9|Page
 Introduction
Retailing consists of those business activities involved in the sale of goods and
services to consumers for their personal, family, or household use. Retailing comprises of
four elements customer orientation, coordinated effort, value-driven, and goal orientation.
The word "Retail" originates from a French-Italian word. Retailer-someone who cuts off or
sheds a small piece from something. Retailing is the set of activities that markets products or
services to final consumers for their own personal or household use. It does this by
organizing their availability on a relatively large scale and supplying them to customers on a
relatively small scale. Retailer is a Person or Agent or Agency or Company or Organization
who is instrumental in reaching the Goods or Merchandise or Services to the End User or
UltimateConsumer.

Indian Retail Industry:

Retailing in India is one of the pillars of its economy and accounts for about 10 percent of its
GDP. The Indian retail market is estimated to be US$ 600 billion and one of the top five retail
markets in the world by economic value. India is one of the fastest growing retail markets in the
world, with 1.2 billion people.

As of 2003, India's retailing industry was essentially owner manned small shops. In 2010, larger
format convenience stores and supermarkets accounted for about 4 percent of the industry, and
these were present only in large urban centers. India's retail and logistics industry employs about
40 million Indians (3.3% of Indian population).

Until 2011, Indian central government denied foreign direct investment (FDI) in multi-brand
retail, forbidding foreign groups from any ownership in supermarkets, convenience stores or any
retail outlets. Even single-brand retail was limited to 51% ownership and a bureaucratic process.

In November 2011, India's central government announced retail reforms for both multi-brand
stores and single-brand stores. These market reforms paved the way for retail innovation and
competition with multi-brand retailers such as Walmart, Carrefour and Tesco, as well single
brand majors such as IKEA, Nike, and Apple. The announcement sparked intense activism, both
in opposition and in support of the reforms. In December 2011, under pressure from the
opposition, Indian government placed the retail reforms on hold till it reaches a consensus.

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In January 2012, India approved reforms for single-brand stores welcoming anyone in the world
to innovate in Indian retail market with 100% ownership, but imposed the requirement that the
single brand retailer source 30 percent of its goods from India. Indian government continues the
hold on retail reforms for multi-brand stores.

In June 2012, IKEA announced it had applied for permission to invest $1.9 billion in India and
set up 25 retail stores. An analyst from Fitch Group stated that the 30 percent requirement was
likely to significantly delay if not prevent most single brand majors from Europe, USA and Japan
from opening stores and creating associated jobs in India.

On 14 September 2012, the government of India announced the opening of FDI in multi-brand
retail, subject to approvals by individual states. This decision was welcomed by economists and
the markets, but caused protests and an upheaval in India's central government's political
coalition structure. On 20 September 2012, the Government of India formally notified the FDI
reforms for single and multi brand retail, thereby making it effective under Indian law.

On 7 December 2012, the Federal Government of India allowed 51% FDI in multi-brand retail in
India. The government managed to get the approval of multi-brand retail in the parliament
despite heavy uproar from the opposition (the NDA and leftist parties). Some states will allow
foreign supermarkets like Walmart, Tesco and Carrefour to open while other states will not.

KEY CHALLENGES:

 LOCATION:

"Right Place, Right choice" Location is the most important ingredient for any
business that relies on customers, and is typically the prime consideration in a customers
store choice. Locations decisions are harder to change because retailers have to either make
sustainable investments to buy and develop real estate or commit to long term lease with
developers. When formulating decision about where to locate, the retailer must refer to the
strategicplan:

o Investigate alternative tradingareas.

o Determine the type of desirable storelocation
o Evaluate alternative specific storesites

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 MERCHANDISE:

The primary goal of the most retailers is to sell the right kind of merchandise and
nothing is more central to the strategic thrust of the retailing firm. Merchandising consists of
activities involved in acquiring particular goods and services and making them available at a
place, time and quantity that enable the retailer to reach its goals. Merchandising is perhaps,
the most important function for any retail organization, as it decides what finally goes on
shelf of thestore.

 PRICING:

Pricing is a crucial strategic variable due to its direct relationship with a firm's goal
and its interaction with other retailing elements. The importance of pricing decisions is
growing because today's customers are looking for good value when they buy merchandise
and services. Price is the easiest and quickest variable to change

 TARGET AUDIENCE:

"Consumer the prime mover" "Consumer Pull", however, seems to be the most
important driving factor behind the sustenance of the industry. The purchasing power of the
customers has increased to a great extent, with the influencing the retail industry to a great
extent, a variety of other factors also seem to fuel the retailing boo

SCALE OF OPERATIONS:

Scale of operations includes all the supply chain activities, which are carried out in
the business. It is one of the challenges that the Indian retailers are facing. The cost of
business operations is very high inIndia.

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KEY PLAYERS IN THE INDIAN RETAIL SECTOR:
The untapped scope of retailing has attracted superstars like WAL-MART into India,
leaving behind the kiranas that served us for years. Such companies are basically IT based.
The other important participants in the Indian retail sector are BATA , SHOPPER’S STOP ,
CAFÉ COFFEE DAY , KHADIMS , CROSSWORD , BIG BAZAAR , STAR BAZAAR ,
RELIANCE FRESH , SPENCER , GOPALAN MALL to name a few.

RETAILING IN INDIA: A FORECAST

Future of organized retail in India looks bright. According to recent research, it is
projected to grow at a rate of about 37% in 2017 and at a rate of 42% in 2020. It will capture
a share of 10% of the total retailing by the end of 2020.
However to compete in this sector one needs to have up -to-date market information
for planning and decision making. The second most important requirement is to manage costs
widely in order to least normal profits in face of stiff competition.

RETAIL INDUSTRY AND ECONOMY

 Retail business is the largest privateindustry.
 Retail is ahead of finance and engineering and contributes over 8% of GDP in the
western countries.
 Over 50 of the Fortune 500 and about 25 of the Asian top 200 complaints are retailers.
 Today in some developed countries, retail business has shares as large as 40% of the
market.

HISTORY OF RETAILING
Retail concept is old in India. World‘s first departmental store started in Rome.
Today‘s kiranas stores are based on Manuscript & Kautilya‘s arthshastra. Haats, Melas,
Mandis & door to door salesmen are traditional Indian retail.

Retailing and wholesaling consist of many organizations designed to bring

goods and services from the point of production to the point of use. Retailing includes all
the activities involved in selling goods or services directly to final consumers for their
personal, non business use. Retailers can be classified bin terms of store retailers, non-store
retailing and retail organizations. Store retailers include many types such as specialty stores,

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Department stores, supermarkets, convenience stores, superstores,combination stores,
hypermarkets, discount stores, warehouse stores, and catalog showrooms. These store forms
have had different longevities and are at different stages of the retail life cycle. Depending on
the wheel-of-retailing, some will go out of existence because they cannot compete on a
quality, service, or pricebasis.. Non-store retailing is growing more rapidly than store
retailing. It includes direct selling (Door-to-door, party selling), direct marketing, automatic
vending, and buying services. Much of retailing is in the hands of large retail organizations
such as corporate chains, voluntary chain and retailer cooperatives, consumer
cooperatives, franchise organizations, and merchandising conglomerates. More retail chains
are now sponsoring diversified retailing lines and forms instead of sticking to one form
such as the department store.

Retailers, like manufacturers, must prepare marketing plans that include decisions on
target markets, product assortment and services, store atmosphere, pricing, promotion and
place. Retailers are showing strong signs of improving their professional management and
their productivity, in the face of such trends as shortening retail life cycles, new retail forms,
increasing intertype competition, and polarity of retailing, new retail technologies, and
manyothers.

Wholesaling includes all the activities involved in selling goods or services to those
who are buying for the purpose of resale or for business use. Wholesalers help
manufacturers deliver their products efficiently to the many retailers and industrial users
across the nation. Wholesalers perform many functions, including selling and promoting,
buying and assortment-building, bulk-breaking, warehousing, transporting, financing,
risk bearing, supplying market information, and providing management services
and counseling. Wholesalers fall into four groups. Merchant wholesalers take possession
of the goods and include full-service wholesalers (wholesale merchants, industrial
distributors) and limited-service wholesalers (cash-and- carry wholesalers, truck
wholesalers, drop shippers, rack jobbers, producers' cooperatives, and mail-order
wholesalers). Agents and brokers do not take possession of the goods but are paid a
commission for facilitating buying and selling. Manufacturers' and retailers' branches and
offices are wholesaling operations conducted by the non-wholesalers to bypass the
wholesalers.

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Miscellaneous wholesalers include agricultural assemblers, petroleum bulk plants and
terminals, and auction companies.

Wholesalers, too, must make decisions on their target market, product assortment
and services, pricing, promotion, and place. Wholesalers who fail to carry adequate
assortments and inventory and provide satisfactory service are likely to be bypassed by
manufacturers. Progressive wholesalers, on the other hand are adapting marketing concepts
and streamlining their costs of doing business.

COMPANY OVERVIEW

Shoppers Stop is an Indian retailing company promoted by the K Raheja Corp Group, started in
the year 1991 with its first store in Andheri, Mumbai. Shoppers Stop Ltd has been awarded "the
Hall of Fame" and won "the Emerging Market Retailer of the Year Award", by World Retail
Congress at Barcelona, on April 10, 2008. Shoppers Stop is listed on the BSE. As of 2013,
Shoppers Stop has 73 stores in India.

 Shoppers Stop began by operating a chain of department stores under the name
“Shoppers’ Stop” in India. Shoppers Stop has 74 stores across 35 cities in India.

 Specifically, Shoppers Stop stores retails clothing, accessories, handbags, shoes, jewellry,
fragrances, cosmetics, health and beauty products, home furnishing and decor products.

 Shoppers Stop launched its e-store with delivery across major cities in India in 2008. The
website retails all the products available at Shoppers Stop stores, including apparel,
cosmetics and accessories. Shoppers Stop opened stores in Amritsar, Bhopal and
Aurangabad.

 Shoppers Stop also launched its application in February 2016. This completed the first
phase of its omni-channel strategy.

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Marketing

 In April 2008, Shoppers Stop changed its logo and adopted the mantra "Start Something
New".

 Shoppers Stop’s has a loyalty program called First Citizen. They also offer a co-branded
credit card with Citibank called the First Citizen Citibank Titanium Credit Card for their
members.

 In 2012, Shoppers Stop launched the Shoppers Stop Gift Card in association
with Quicksilver Solutions.

Shops

Shoppers Stop's sister stores are

 Crossword Bookstores

Crossword Bookstores is the largest chain of bookstores in India with 83 branches. Shoppers
Stop acquired 100 per cent stake in bookstore chain Crossword. Crossword is positioned as a
lifestyle bookstore with their spacious, well laid out stores which encourage customers ease in
browsing through the merchandise of books, music, stationary and toys.

 HomeStop

HomeStop is premium home furnishings home concept store, which offers products in home
decor, furniture and accessories, bath accessories, bedroom furnishings, mattresses, draperies,
carpets, modular kitchens, body spa, aromatic products and health equipment.

 Brio

Brio has 20 outlets in select cities. Café Coffee Day (CCD), the retail division of Amalgamated
Bean Coffee Trading (ABCTL), has signed an MoU with Shoppers Stop to run its BRIO outlets.

 Desi Cafe

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Desi Café and their operations have been taken over by Café Coffee Day (CCD), the retail
division of Amalgamated Bean Coffee Trading (ABCTL), has signed a MoU with Shoppers Stop
to run its Desi Café outlets.

 Hyper City

Hyper City offers a contemporary range of products, sourced from both local and international
markets. The product range covers: Foods and Grocery, Home ware, Home Entertainment, Hi-
Tech, Appliances, Furniture, Sports, Toys & Fashion.

 M.A.C.

M.A.C. and Shopper’s Stop Ltd. entered into a non exclusive retail agreement with cosmetics
major Estee Lauder to open up M.A.C. Cosmetics stores in India. M.A.C. Makeup-Art Cosmetics
- the professional brand of choice, is the first brand under the Estee lauder Group of Companies
portfolio to enter the Indian retail market. Currently there are 20 M.A.C. stores operating.

 Arcelia

Arcelia is a new retail concept aiming at the growing accessories and cosmetics segment, and
primarily caters to women shoppers. It retails cosmetics, fragrances, fine jewellery, footwear,
handbags.

 MotherCare

MotherCare and Shoppers Stop stocks a variety of products for mother and babies, toddlers and
children till eight years of age. The UK-based maternity and kids wear brand has nine standalone
and 13 shop-in-shop formats.

 Nuance Group

Nuance Group with Shoppers Stop makes an entry into airport retailing. The alliance is marked
with a joint venture with The Nuance Group AG of Switzerland, the world’s leading airport
retailer. Shopper's Stop Ltd. is handling the retail operations at the duty-free zones in

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international terminals. The joint venture company, called Nuance Group (India) Private Limited
is operating outlets at the International airports at Bengaluru and Hyderabad.

 Hyper City-Argos

Hyper City-Argos and Shoppers Stop, the two retail ventures of K Raheja group had signed a
memorandum of understanding with UK’s leading retail chain Home Retail group to develop the
Argos (retailer) retail format stores in India. Two years later, Shoppers Stop Ltd has informed
Bombay Stock Exchange shall wind down and discontinue its catalogue retail operations under
the Hyper City-Argos brand.

 Timezone

Shoppers Stop forayed into the Entertainment sector by acquiring 45% stake in Timezone
Entertainment Private Limited which is in the business of setting up and operating Family
Entertainment Centres (FECs). It has more than 20 outlets across Indian cities like Ahmadabad,
Chennai, Hyderabad, Kolkata, Navi Mumbai, Mumbai, Bangalore, Pune, Baroda, Raipur, and
Goa.

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THE MILESTONES OF OUR JOURNEY....

THE FOUNDATION OF SHOPPERS STOP was laid on October 27, 1991, by the K. Raheja
Corp. group of comapanies. Being amongst India's biggest hospitality and real estate players, the
Group crossed yet another milestone with its lifestyle venture

FROM INCEPTION, SHOPPERS STOP has progressed from being a single brand shop to
becoming a Fashion & Lifestyle store for the family. Today, Shoppers stop is a household name,
known for its superior quality products, services and above all, for providing a complete
shopping experience.

WITH AN IMMENSE AMOUNT OF EXPERTISE and credibility, Shoppers stop has

become the highest benchmark for the Indian retail industry. In fact, the company's continuing
expansion plans aim to help Shoppers Stop meet the challenges of the retail industry in an even
better manner than it does today.

2016

Shoppers Stop operations expanded to 83 stores in 38 cities viz. Ahmedabad (2), Aurangabad,
Amritsar, Bengaluru (11 stores), Mangalore(2), Bhopal, Chennai (3 stores), Coimbatore, Agra,
Delhi (6 stores), Chandigarh, Durgapur, Gurgaon (2), Ghaziabad (2), Hyderabad (5 stores),
Indore, Jaipur (3 stores), Jalandhar, Ludhiana, Kolkata (5 stores), Kolhapur, Goa, Latur,
Lucknow, Thane, Mumbai (9 stores), Panvel, Meerut, Mysore, Noida (2), Pune (6 stores), Surat,
Siliguri, Vadodara, Vijayawada, Raipur, Raipur Airport and Visakhapatnam.

2015

Shoppers Stop operations expanded to 76 stores in 36 cities viz. Ahmedabad (2), Aurangabad,
Amritsar, Bengaluru (9 stores), Mangalore(2), Bhopal, Chennai (3 stores), Coimbatore, Agra,
Delhi (5 stores), Chandigarh, Durgapur, Gurgaon (2), Ghaziabad (2), Hyderabad (5 stores),
Indore, Jaipur (3 stores), Jalandhar, Ludhiana, Kolkata (5 stores), Kolhapur, Latur, Lucknow,
Thane, Mumbai (9 stores), Meerut, Mysore, Noida, Pune (5 stores), Surat, Siliguri, Vadodara,
Vijayawada, Raipur, Raipur Airport and Visakhapatnam.

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2014

Shoppers Stop operations expanded to 73 stores in 33 cities viz. Ahmedabad (2), Aurangabad,
Amritsar, Bangalore (8 stores), Mangalore, Bhopal, Chennai (4 stores), Coimbatore, Agra, Delhi
(6 stores), Chandigarh, Durgapur, Gurgaon (2), Ghaziabad (2), Hyderabad (5 stores), Indore,
Jaipur (3 stores), Jalandhar, Ludhiana, Kolkata (4 stores), Latur, Lucknow, Thane, Mumbai (9
stores), Mysore, Noida, Pune (5 stores), Surat, Siliguri, Vijayawada, Raipur, Raipur Airport and
Visakhapatnam.

2013

Shoppers Stop operations expanded to 65 stores in 29 cities viz. Ahmedabad, Aurangabad,

Amritsar, Bangalore (8 stores), Bhopal, Chennai (4 stores), Coimbatore, Agra, Delhi (6 stores),
Chandigarh, Durgapur, Gurgaon (2), Ghaziabad, Hyderabad (5 stores), Indore, Jaipur (3 stores),
Jalandhar, Kolkata (3 stores), Latur, Lucknow, Thane, Mumbai (9 stores), Mysore, Noida, Pune
(4 stores), Surat, Siliguri, Vijayawada and Raipur.

2012

Shoppers Stop operations expanded to 55 stores in 24 cities viz. Ahmedabad, Aurangabad,

Amritsar, Bangalore (8 stores), Bhopal, Chennai (3 stores), Coimbatore, Delhi (5 stores),
Durgapur, Gurgaon (2), Ghaziabad, Hyderabad (4 stores), Indore, Jaipur (2 stores), Jalandhar,
Kolkata (3 stores), Latur, Lucknow, Mumbai (8 stores), Mysore, Noida, Pune (5 stores), Siliguri
and Vijayawada.

2011

Shoppers Stop operations expanded to 49 stores in 22 cities viz. Ahmedabad, Aurangabad,

Amritsar, Bangalore (5 stores), Mysore, Bhopal, Chennai (3 stores), Delhi (5 stores), Durgapur,
Gurgaon, Ghaziabad, Hyderabad (4 stores), Indore, Jaipur (2 stores), Kolkata (3 stores), Latur,
Lucknow, Mumbai (9 stores), Noida, Pune (4 stores), Siliguri and Vijayawada ."

2010

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Expanded footprints to new cities like Bhopal, Amritsar and Aurangabad. Shoppers Stop also
added stores in existing cities like Bengaluru, Mumbai and Hyderabad taking store tally to 36
stores .The Company upped its stake in Hypercity Retail (India) Limited to 51%.

2009

Pioneered mascot licensing in the categories through our exclusive tie-up for certain products
with Vodafone for their popular brand mascot Zoozoo.

2008

Shoppers Stop repositioned and reinvented as a bridge to luxury brand with the unveiling of the
new logo and tagline, "START SOMETHING NEW".

Shoppers Stop was awarded the “Emerging market retailer of the Year” at the World Retail
congress in April 2008 .Mr. B.S Nagesh inducted into the World Retail Hall of Fame at the
World Retail Congress in Barcelona.

2007

Gold Shield Award for excellence in Financial reporting for the year 2006 in the category of
"Manufacturing & trading Enterprises" by ICAI .Acquired 19% stake in Hypercity Retail (India)
Ltd.

Signed a 50:50 Joint Venture with the Nuance Group for Airport Retailing .Signed an MOU with
the Home Retail Group of UK to enter into a franchise arrangement for the Argos formats of
catalogue & internet retailing.

2006

Opened out twenty first (Mumbai) and twenty second store in Lucknow .Launched Mothercare in
India and our F & B outlets Brio & Desi Café. Bought 45% of Timezone India

2005

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Company's Initial Public Offering (IPO) oversubscribed overall by 17.25 times. Crossword
becomes a wholly owned subsidiary of the Company.

Opened our seventeenth, eighteenth, nineteenth & twentieth stores in Pune, Juhu – Mumbai,
Bangalore & Ghaziabad .Launched M.A.C & Homestop – our home store.

2004

Opened our fourteenth, fifteenth & sixteenth stores in Malad – Mumbai, Kolkata & Bangalore

2003

Opened the eleventh, twelfth & thirteenth stores in Mulund – Mumbai, Gurgaon & Kolkata

2002

Opened the tenth store in Kandivli – Mumbai In the Year 2002 we have launched co-branded
credit card with Citibank named as First Citizen Citibank Credit Card

2001

Opened our eight & ninth stores in Pune & Bandra

2000

Opened our sixth & seventh stores at Chennai & Chembur – Mumbai.Acquired Crossword –
India's leading retail book chain.

1999

Implemented JDA Retail ERP (a global leader in retail ERP packages).Opened our fourth & fifth
stores in Jaipur & Delhi.

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1998

Opened our third store in Hyderabad.

1997

Launched our co-branded credit card for our loyalty members in association with HSBC.
Shoppers Stop incorporated as a body corporate.

1995

Opened our second store in Bangalore.

1994

Loyalty Program titled First Citizen was launched.

1993

Added Children's & Non-apparel sections.

1992

Ladies wear was introduced.

1991

Opened our first store at Andheri, a suburb in Mumbai, selling only Mens wear

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 VISION

To be an inspirational and trusted brand, transforming customer's lives through fashion and
delightful shopping experience every time

Values that help us in achieving our mission and vision:

 EXCELLENCE - "We will have an environment that encourages development & excellence."
 OPENNESS - "The obligation to dissent and an environment conducive to openness."
 CARE - "We will have a willingness to apologize and forgive."
 INTEGRITY – "We will be fair and not take what is not ours."
 INNOVATIVE – "We will have an environment of innovation and growth."
 SOCIALLY RESPONSIBLE – "We will respect our customers’ rights and be socially
responsible."

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17 | P a g e
18 | P a g e
19 | P a g e
AREA OF OPERATION

The company operates 120 Shopper’s stop stores, among other formats, in over 70
cities across the country, covering an operational retail space of over 6 million square feet.
As a focussed entity driving the growth of the group's value retail business, Future Value
Retail Limited will continue to deliver more value to its customers, supply partners,
stakeholders and communities across the country and shape the growth of modern retail in
India.

Cities where stores are located:

Hydrabad,
Kolkata,
Banglore,
Mumbai,
Gurgaon,
Nagpur
Ahmedabad
Bhubaneshwar
Ghaziabad
Durgapur
Sangi
Vizag
Aurangabad
Hubli
Darjeeling
Alwar
Siliguri
Ahmednagar
Baroda
Mysore
NCR
Indore
Lucknow

20 | P a g e
Pune
Chennai
Trivandum
Ludhiana
Allahabad
Rajkot
Mangalore
Kanpur
Thrissur
Ambala
Vijayawada
Belgaum
Cuttack
Dhanbad
Jaipur
Chandigarh
Nashik
Tinsukia
Meerut
Agra
Palakkad
Haldia
Noida
Surat
Coimbatore
Panipat
Burdwan
Kolhapur
Raipur
Anand
Kharapur
Udupi

21 | P a g e
 OWNERSHIP PATTERN
Future Value Retail Limited is aentity which has been created keeping in
mind the growth and the current size of the company‘s value retail business, led by its format
divisions, Shopper’s stop and Food Bazaar.

ABOUT THE SHOPPER’S STOP:

 Total Number of Outlets –250
 Number of Cities covered –40
 Retail space under use 3 million squarefeet
 Footfalls - 12 crore peryear
 Conversion rate –50%
 Average bill per customer –700Rs
 Employee Strength –12000
 Investment planned –Rs500crore
 Targeted sales turnover – Rs 10000 by2010
 Retail space available – 10million sqft by2010
 Employee strength – 100000 by2010

PRODUCT PROFILE
Level 1
Food Bazaar
Fruits & Vegetables
Bakery Items
Stainless Steel Utensils
Plastics
Crockery
Mobiles
Cosmetics
Herbal
Confectionery
Non-Food Dept

22 | P a g e
 Level 2
A. Department
General Books
Children Stationary
Office Stationary
Games VCD's &DVD's

B. NBD(New BusinessDevelopment)
Gift items
Car & Motor Cycle Covers
Helmets
Scents & Perfumes
Home Decor
Auto accessories

C. Toys and sportsDept

Soft Toys
Hard Toys

D. HomeLine
Bed Sheets, Pillows, Bed Spreads
Towels, Yellow dust
Carpets, Cushion Covers
Chair Bags

E. FootwearBazaar

F. LadiesAccessories

G. ClothesDept
Ladies saris
Girls Dress Materials
Kids Wear
23 | P a g e
 Level 3

Furniture Dept
Men‘s Formals & Casuals Wears
Men‘s Accessories
Luggage
Electronic Products
Home Appliances

Board of Directors:

Mr. Kishore Binyamin, Managing Director

Mr. Gopikishan Binyamin, Whole time Director

Mr. Rakish Binyamin, Whole time Director

Mr. Vijay Kumar Chopra, Director

Mr. Sails Haribhakti, Independent Director

Mr. S Doorway, Independent Director

Dr. D O Cushy, Independent Director

Ms. Baal Desponded, Independent Director

Mr. Anil Harish, Independent Director

24 | P a g e
 Shopper’s stop:
At Shopper’s stop Super center, CITY CENTRE Sevok roadcustomers can definitely
get the best product at better price. It sells variety of merchandise at affordable rates; the
prices which it claims are lowest... Usually, the items are clubbed together for offers to
customers and it also offers weekend as well as monthlydiscounts.

At Shopper’s stop Super center one can a find variety of Departments as shown below.

 FOODBAZAAR

 GENERALMERCHANDISE

 APPARELS OR FASHION @ BIGBAZAAR

 NEW BUSINESSDEVELOPMENT

 DEPOT

 HOMEBAZAAR

 NAVARAS

 ELECTRONICS

These departments are managed by two departments. They are

 OPERATOIONALDEPARTMENT

 SUPPORTINGDEPARTMENTS

Shopper’s stop, a part of the future Group, is a hypermarket offering a huge array of
Goods of good quality for all at affordable prices. Shopper’s stop with over 140 outlets in a
different part of India is present in both the metro cities as well as in the small towns.
Shopper’s stop has no doubt made a big name in the retail industry of India, moreover
Shopping here is further made a memorable experience with the varied rates of discounts on
products as well as discount vouchers available in a variety of amounts, like INR 2000, INR
3000, INR 4000, INR 5000 and INR 10000 on all Shopper’s stop products and Accessories.

25 | P a g e
The variety of product range in Shopper’s stop Super center:

This large format store comprise of almost everything required by people from
Different income groups. It varies from clothing and accessories for all genders like men,
Women and children, playthings, stationary and toys, footwear, plastics, home utility
Products, cosmetics, crockery, home textiles, luggage gift items, other novelties, and also
Food products and grocery. The added advantage for the customers shopping in Shopper’s
stop is that there are all time discounts and promotional offers going on in the Shopper’s stop
on its salvable products.

Future group (India) Limited, is India‘s leading retailer that operates multiple retail
formats in both the value and lifestyle segment of the Indian consumer market.
Headquartered in Mumbai (Bombay), the company operates over 7 millions square feet of
retail space, has over 1000 stores across 53 cities in India and employs over 25,000 people.

The company‘s leading formats include Pantaloons, a chain of fashion outlets,

Shopper’s stop a uniquely Indian Hypermarket chain, food Bazaar, a supermarket chain,
blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice,
convenience and quality and Central, a chain of seamless destination malls. Some of its other
formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10,
bazaar and Star and Sitar. The company also operates an online portal
Futurebazaar.com.Shopper’s stop is not just another hypermarket. It caters to every need of
your family. Where Shopper’s stop scores over other stores is its value for money proposition
for the Indian customers. At Shopper’s stop, you will definitely get the best products at the
best prices - that‘s what they guarantee. With the ever increasing array of private labels, it
has opened the doors into the world of fashion and general merchandiseincluding

Home furnishings, utensils, crockery, cutlery, sports goods and much more at prices
that will surprise you. And this is just the beginning. Shopper’s stop plans to add much more
to complete your shopping experience.

Shopper’s stop is a chain of hyper markets India, currently with more than 100 stores.
It isownedbytheFutureretailIndialtd,FutureGroup.Itfollowsthebusinessmodelas

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WallMartand has considerable success in many Indian cities and small towns. The idea was
pioneered by entrepreneur Kishore Binyamin, the CEO of FutureGroup.

Currently Shopper’s stop stores are located only in India. Moreover the customer
friendly ambiance and the organized retailing of products also make Shopper’s stop one of
the successful retail companies in India…

ORGANIZATION STRUCTURE

Following is organizational hierarchy in Shopper’s stop

Store manager

Asst. store manager

Dept.mgr Mkt. mgr HR Mgr Administration Info

Visual merchandising Sales Mgr

Asst. Deptmgr Maintenance

CSD Security
Asst. Dm
Team leader House keeping Cashiers

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1. Storemanager
This is the highest position in the store. He is the father and head of the family. He is
the decision maker for the store. The store manager is the responsible for both the top line
responsibility is sales and the bottom line responsibility is profit.

Role of Store Manager involves—

 Ensuring smooth operations of thestore.
 Making plans to ensure highest profit for thestore.
 Proper execution ofplans.
 Deciding on offer/deals for clearance ofproducts.
 Conducting meeting for proper communicationflow.

2. Assistant storemanager
There are three ASM‘s in the store. Each ASM looks after 1 to 2 department of the
store. The main function of the ASM is to assist the SM in his targets and help achieve him
the same.

3. Departmentmanager
This designation is present for both functional departments as well as the store
department. A definite sales target is set for each department and it is responsibility of each
DM to achieve the same. The DM‘s of the functional department are responsibility of the
smooth operation of their respective departments. There are 5 DM‘s in the store.

4. Assistant departmentmanager
As the name suggests, the main role of the ADM‘s is to assist the DM‘s in
their work. There are 8 ADM‘s in thestore.

5. TeamLeader
Sometimes department is divided into sections and there are different teams appointed
to look after these sections. Team leaders are the heads of such teams. There are total 105
TM‘s and TL‘s in the store.

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6. TeamMembers
These comprise of almost 80% of total staff. They are the actual customer facing
members and their key role is to provide best service to the customer. Pleasing personality,
good communication skills and overall product knowledge are the main requirement for this
post.

COMPETITORS INFORMATION
Shopper‘s Stop
Westside
Lifestyle
RPG Retail
Crossword
Primal
Copeland Mal
Tate Star
Bazaar More
Reliance Fresh
Spencer‘s.

AWARDS AND RECOGNITION 2009

CNBC Awash Consumer Awards 2009
 Most Preferred Multi Product Chain - BigBazaar
 Most Preferred Multi Brand Food & Beverage Chain - BigBazaar
Images Fashion Forum 2009
 Most Admired Fashion Group Of The Year - FutureGroup
 Most Admired Private Label - Pantaloons, the lifestyleformat
 Critics Choice For Pioneering Effort In Retail Concept Creation -Central
Coca-Cola Golden Spoon Awards 2009
 Most Admired Food & Grocery Retailer Of TheYear
 Most Admired FoodCourt
 Most Admired FoodProfessional

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Indian Retail Forum Awards 2008
 Most Admired Retail Company of the year - FutureGroup
 Retail Face of the Year - InshoreBinyamin
 Best Retailer Of The Year ( Hypermarket) - BigBazaar
Future Group was awarded the Most Admired Retail Company of the year by the
Indian Retail Forum at a glittering ceremony organized in Mumbai. Mr. Inshore Binyamin
also won Retail Face of the Year.

India Retail Forum (IRF) is a platform for intellectual insights and information
exchange for the retail business in the Indian subcontinent. The forum presents the business
of retail in the region to a global audience, with the express aim of facilitating
understanding about and encouraging investment in this massivemarketplace.

Shopper’s stop, the value format of Future Group bagged the Best Retailer of the
Year (Hypermarket).

The INDIASTAR Award 2008

 Food Bazaar: Best PackagingInnovation
Food Bazaar bagged the INDIASTAR Award for Best Packaging Innovation in
India, for its private label brand Fresh and Pure Chaka Atta.

INDIASTAR Award is a biennial event which aims to promote and encourage

excellence in packaging design, innovation and technology. The contest was established in
1972 and is considered as the most popular and premier event for India‘s packaging
fraternity. This year there were around 357 entries and the participants had to submit a
sample of their designs for selection.

With this award, Pantaloon Retail (India) Limited becomes the first Indian Retailer
to win the prestigious INDIASTAR Award.

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Retail Asia Pacific 500 Top Awards 2008

 Gold Winner -Top Retailer 2008 AsiaPacific

Retail Asia Publishing Pet, the institutor of these awards, aims to set a platform that
appraise raises and recognizes the development and growth of retailing throughout the Asia
Pacific region.

The Reid & Taylor Awards for Retail Excellence 2008

 Retail Leadership Award: InshoreBinyamin
 Retail Best Employer of the Year: FutureGroup
 Retailer of The Year: Home Products and Office Improvements: Hometown
The Reid & Taylor Awards for Retail Excellence are an important feature of the Asia Retail
Congress, Asia‘s single most important global platform to promote world-class retail
practices. These awards are aimed at honoring the best, in the Asian Retail scenario. India
played host to Asia Retail Congress 2008

Images Retail Awards

Most Admired Retail Face of the Year: Inshore Binyamin

Most admired retailer of the year: Large format, multi product store: Shopper’s

stop Most admired retailer of the year: Food and Grocery: Food Bazaar

Most admired retailer of the year: Home & office improvement: Hometown

Most admired Retail Company of the year: Pantaloon Retail (India) Ltd.

 Images Retail Forum followed strict international benchmarks in deciding the

top honors for Images Retail Awards ‘07, with IRIS as knowledge partner and global
consulting firm AT Kearney as the ProcessApprover.

National Retail Federation Awards

International Retailer for the Year 2007 – Pantaloon Retail (India) Ltd

The National Retail Federation is the world‘s largest retail trade association with
over 1.4 million members in the US and across the world. Some of the past winners of the
award include Metro AG (Germany), Carrefour (France), Zara (Spain), Boticario (Brazil).

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World Retail Congress Awards
Emerging Market Retailer of the Year 2007 – Pantaloon Retail (India) Ltd

The inaugural World Retail Congress held in Barcelona, Spain in March 2007 attracted over
one thousand retail professionals from over sixty countries. The awards were decided by a
multinational Grand Jury. Winners in other categories included Indicted, Mall of Emirates,
Marks & Spencer and IKEA.

Hewitt Best Employers 2007

Best Employers in India (Rank 14th) – Pantaloon Retail (India) Ltd

Leading human resources consultancy, Hewitt Associates conducts an annual survey of the
best employers in India, as part of its global initiative. It is based on CEO interview, People
Practices Inventory and Employee Opinion Surveys. Pantaloon Retail became the only
retailer to feature among the twenty-five best employers in India.

PC World Indian Website Awards

Best Indian Website In The Shopping Category – Futurebazaar.com PC World, a
leading consumer technology magazine selected the best Indian websites in various
categories based on use of technology for delivering solutions, information being presented
in an intuitive and concise manner and overall experience aided by design.

Reader‟s Digest Trusted Brands Platinum Awards

Trusted Brands Platinum Award (Supermarket Category) – Shopper’s stop

The Reader‘s Digest awards are based on surveys done among consumers by independent
research agency, Nielsen Media Research. This is the second consecutive time Shopper’s stop
has won thisaward

Retail Asia Pacific Top 500 Awards 2006

Asia Pacific Best of the Best Retailers – Pantaloon Retail (India) Ltd Best Retailer in
India – Pantaloon Retail (India) Ltd
The Retail Asia publication in association with Euro Monitor and KPMG honors the best
retailers in 14 countries across the Asia Pacific region. The awards were presented in
Singapore in October, 2006

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Asia money Awards
Best Managed Company in India (Mid-cap) – Pantaloon retail (India) Ltd.

The Asia money publication conducts a poll among fund manages and investors and does a
quantitative analysis of financial performance to select best managed companies in Asian
countries.

Ernst & Young Entrepreneur of the Year Award

Ernst & Young Entrepreneur of the Year (Services) – Inshore Binyamin Considered
to be one of the most prestigious business awards in India, a jury comprising leading names
in Indian business selected the winners based on courage, creativity, passion, endurance and
vision.

CNBC Indian Business Leaders Awards

The First Generation Entrepreneur of the Year – Inshore Binyamin Organized by
CNBC-TV18, the twelve awardees in various categories are decided by a high profile jury,
along with research partners - The University of Chicago Graduate School of Business,
Development Dimensions International (DDI) and AC Neilson ORG MARG.

LakshmipatSinghania – IIM Lucknow National Leadership Awards

Young Business Leader – Inshore Binyamin The award recognizes and honors
individuals who have contributed consistently to the betterment of our country through their
pursuit of excellence. The awards were presented in New Delhi by the Prime Minister Dr.
Manmohan Singh in December, 2006.

Images Retail Awards

 Best Value Retail Store – BigBazaar
 Best Retail Destination – BigBazaar
 Best Food & Grocery Store – FoodBazaar
 Retail Face of the Year – InshoreBinyamin
The IRA awards are decided through a nationwide consumer & industry poll and
nominations followed by performance assessment by team of analysts and jury.

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Readers‟ Digest Awards
Platinum Trusted Brand Award - Shopper’s stop

The Reader‘s Digest awards are based on surveys done among consumers by
independent research agency, Nielsen Media Research.

CNBC Awash Consumer Awards

Most Preferred Large Food & Grocery Supermarket – Shopper’s stop Conducted in
association with AC Nielsen-ORG Mart across 21 major cities, nearly 10,000 consumers
were asked to choose their most preferred brands.

Reid & Taylor Awards for Retail Excellence

Retail Entrepreneur of the Year – Inshore Binyamin

Readers Digest and Awash Consumer Award

 Shopper’s stop - Most preferred, large, Food and Grocerystore

Readers Digest Platinum Trusted Brand Award

 Shopper’s stop - Earning a trusted Place in the everyday lives ofconsumers

Images Retail Awards 2005

 PRIL – Most admired retailer of theyear
 Food Bazaar - Retailer of the year (food andgrocery)
 Shopper’s stop – Retailer of the year (valueretailing)
 Central – Retail launch of theyear


Business today selected PRIL among:

 Top 20 companies in India to watch in2005
 India‘s most investor-friendly companies in the top75
 India‘s biggest wealth creators in the top100

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Images Retail Awards 2004
 PRIL – Most admired retailer of theyear
 Food Bazaar - Retailer of the year (food andgrocery)
 Shopper’s stop – Retailer of the year (valueretailing)
 Central – Retail launch of theyear

Reid & Taylor and DLF Awards

PRIL – Retailer of the year 2003

Indian Express Award

PRIL- Marketing excellence and excellence in brand building

FUTURE GROWTH & PROSPECTUS

Recently they are interested to expand their retail business in Mysore and along with
that they are interested to establish two retail outlets in Gulbarga District.

Shopper’s stop Plans 300 Stores by 2010-11

20 May, 2009, 1722 hrs IST, PTI NEW-DELHI

 Inshore Binyamin-promoted Future Group's retail chain Shopper’s stop

is planningtohave300hypermarketsinthecountryby2010-11.

 The company is also mulling to increase its annual turnover to Rs

13,000 crore by 2010-11, up from Rs 3,600 crore last fiscal on the back of its
expansion.
"We started with our first store in October 2001 and have now crossed the hundred
marks with three stores opened today in Pune Cut tack and Delhi. Our plan is to increase
the number of our stores to 300 by end of the 2010-11 fiscal," Shopper’s stop Chief
Executive Officer Raja Amphora said.

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  He said the company would have another 35 odd stores by end of its
fiscal in June 2009 to take the total number to135.
"We are targeting a turnover of Rs 5,000 core this year and have plans for reaching
a figure of Rs 13,000 core by 2010-11 fiscal," Amphora said.
 He added that the company would be looking at both the metros and
TierIcities,besidesTierIIandsmallercities,fortheexpansion.
 The Shopper’s stop hypermarkets had a footfall of 11 core last
fiscal andthecompanyisaimingforanincreaseinthenumbersupto14coresthisyear.
 The size of its hypermarkets on average is 30,000 sqft to one laky
sq ft.
The company is also launching a special festive season 'One in a Lifetime' offers
across all its stores on October 1-5. The offer would run in all Shopper’s stop format stores
on apparels, footwear, accessories and general merchandise, he added.

ORGANISATIONAL DEPARTMENT

1. StoreManager
This is the highest position in the store. He is the father & head of the family. He is
decision maker for the store. The store Manager is responsible fro both the top line
responsibility is sales & the bottom line responsibility is profit.
Role of SM involves:
Ensuring smooth operations of the store.
Making plans to ensure highest profit for the store.
Proper execution of plans.
Deciding on offers or deals for clearance of products.

2. Assistant StoreManager
There is an only one ASM in the store. ASM looks after 1 to 2 department of the
store. The main function of the ASM is to assist the SM in his targets & help achieve him the
same.

3. DepartmentManager
This designation is present for both the functional departments as well as the store
department. A definite sales target is set for each department & it is responsibility of each

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DM to achieve the same. The DMs of the functional department are responsibility of the
smooth operation of their respective departments. There are five DMs in the store.

4. Assistant DepartmentManager
As the name suggest the main role of ADMs is to assist the DMs in their work. There are 8
ADMs in the store

5. TeamLeader
Sometimes a department is divided into sections & there are different teams appointed
to look after these sections. TLs are the heads of such teams. There are total 25 team leaders
in thestore.

6. TeamMembers
These comprise of almost 80% of total staff. They are the actual customer facing
members & their key role is to provide best service to the customer. Pleasing personality,
good communication skills & overall product knowledge are the main requirement for this
post.

FUNCTIONAL DEPARTMENT
The store operations are divided into various operations which are carried out by the
respective functional departments.

1. HUMAN RESOURCEDEPARTMENT
Human resource development deals with the following:
A. Manpowerrecruitment:
Recruitment for the position of team members, TLs &some times even ADMs is
done at the store by the HR head, SM & ASMs. However for the recruitment for the higher
posts like DMs, ASMs & SM, the selection is done at the zonaloffice.
All candidates have to undergo a selection process. This process comprises of the
return test followed by group discussion, role play & the final interview.

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 B. Manpower Training &Development:
The main idea behind this program is to develop knowledge skill & attitude required
by an individual to perform adequately a given task. This training program has been
successfully improving the performance of the employee & which in turn has enhanced the
organizational performance. Various training programs along with the written test at each of
the training levels have been designed. They are cashier training, group philosophy, training
on retail business, values, sales training, policies, product knowledgeetc

C. Maintaining EmployeeRecords:
The personal information of the each employee is maintained in the SAP. Information
related to leaves, provident fund, gratuity, ESI, bonus, salary, personal loans, etc is
maintained by HRdept.

D. Deciding salary andwages:

The salary is finalized considering following factors
1. Current salarylevel
2. Qualification andexperience
3. Level at which the job isoffered
4. Existing salary levels in theorganization.
5. Markettrends
Various levels are available to the employees like casual leaves, sick leaves, earned
leaves, maternity leaves, all purpose leaves, paid holiday, compensatory off and weak off.

E. EmployeeWelfare:
Every organization conducts welfare activities for its employees. The welfare
activities in shopper’s stop are unique by themselves.
Following are the welfare activities in the shopper’s stop
1. Award to staff that help in the pointingpilferage
2. Cultural activities to provide scope for their hiddentalents
3. Birthdaycelebrations
4. Long-term serviceawards

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2. LOGISTICDEPARTMENT
The inventory levels of the store have to be maintained to avoid any stock outs. LD is
mainly concerned with the stock management in the store. They maintain supply flow of
required stock. The focus of LD in on removing inefficient in fulfilling customer demand in
the real time.
The role of the LD:
A. Safe & reliable transport in as much low price aspossible
B. maintains contact with distribution teams (Trucks, Trains ...) and track where the
materialis.
C. partnership with transportation firm so that cost and transport can be shared does
not occupy the whole truckspace
D. Merchandise received from the central warehouse or vendors are taken to the
stores after undergoing the inward process. The excess merchandise displayed on the floor
gets sold out. It refers to effective and cautious way of moving the merchandise from store
warehouse to respective section inside the store where they have to be displayed and sold to
thecustomers.

3. VISUALMERCHANDISING
Visual merchandising Department helps in educating the customer about the
product/Service in an effective and creative way while enabling a successful selling process.
Effective visual merchandising helps in the drawing attention of the customers and helps
them to match theirneeds.
Duties and responsibilities:
1. Communicate with the manager of the dept stores to workout floor layout and
display points as well as how and what items are to bedisplayed.
2. Design window or internal displays based on a theme style or trend ofadvertising.
3. Dress mannequins & use appropriate lightning to display merchandise for the best
presentationpossible.
4. Arrange signage and taking down the display afterpromotion.
This department not only deals with the promotional displays inside the adore but also
outside the store. Putting hoardings, which are very large boards of advertisements usually
found b y roadside or putting window displays, which are setting the scenes of what the
customer will find inside the store is also under the scope of usual merchandising dept.

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4. COMMERCEDEPARTMENT
The role of the commerce dept refers to cashiering. Their functions include cash
management & cash trouble shooting.
Cashier Process: It includes accepting the merchandise from the customer, scanning it,
creating the bill, accepting the payment & finally packing the merchandise for the customer.
The cashier should count total number of merchandise & compare it with the bill. Then that
number has to be noted on the bill copy.

The cashier accepts the payment for the bill in the form of cash, cards & gift
vouchers. Through point of sales software, total sales at point can be determined. At the
closing time the cashier hand over the cash, credit notes, gift vouchers to the headcashier.

He verifies the amount with the sale amount & in case of any difference he balances
the amount to respective cashier salary. Hence it is a job of great responsibility for the
cashiers. The next morning the cash is deposited in the bank.

5. ADMINISTRATIONDEPARTMENT
This is divided into following sections
Security Services: The security personal is under contract basis. They are security
staff working for pantaloons retail India ltd (PRIL). The complete store security &
movement tracking are under their control.
House-Keeping: Their man duty is to look after the cleanliness, & overall
Hygiene of the store. The admin manager creates checklists for the cleaning
schedules & the team member‘s work in accordance to thosechecklists.
Packers: Proper packing of the sold goods is required before handling it over to
the customer. Helpers to the cashiers are appointed to do this job. Packing the
food items to be handled with care & other items all separately is theirjob.
Loaders: Few people are appointed to load & unload merchandise from trucks &
cautiously transfer them to desired location in the store.
Standard Operation Procedure: In this section various registers are maintained
 Key movement register: the various store key are mentioned by different staff
members. These people have to make entries in their register regarding the
keys theycarry.

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  Staff Value Declaring Register: Every staff members while entering the store
has to declare the amount of cash with them. This is done to minimize thefts
within thestore.
 Customer Foot-fall Report: This register is updated every hour. The total
umber of customers that entered the store in that hour are counted & noted
down in thisregister.
 Staffs Purchase Register: Entries are made in the register regarding the
purchases made by the staff members in thestore.
 Staff grooming register: Entries regarding the appearance, personal hygiene,
presenting self & dress code of the team members aremade.

6. MAINTAINENCE & FACILITIESDEPARTMENT

The functions of this dept are:
 To check functioning of various items like escalators, ACS, frozen section, lightning
equipmentsetc.
 In case of their malfunctioning, repairs have to be carried out as soon as possible to
ensure proper storeoperation.

7. ITDEPARTMENT
The software used on PRIL showroom in retail enterprise manager (REM). In this all
the information concerning the product like name, category, bar code number, MRP, discount
rate, net price etc are store.

SWOT ANALYSIS:

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STRENGTHS
 High brand-Equity in evolving retailmarkets.
 State of art infrastructure of the Shopper’s stopoutlets.
 Point of purchase promotions to increase thepurchase.
 Variety of stuff under single roof increasing customer time and available
choices.
 Lowprice
 Customer servicedesk.
 Advertisement.
WEAKNESSES
 Unable to meet store openingtargets.
 Falling of revenue per squarefeet.
 Less storespace.
 Unavailability of brandeditems.
OPPORTUNITY
 Organized retail is just 8% of total pie of Indianmarket.
 Evolving consumer preference in recentyears.
 Huge complexes offershopping.
THREATS
 Competitors, Global big players planning to foray into themarkets.
 Government policies are not well-defined in emerging markets likeIndia.
 Unorganized retail market ofIndia.

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CHAPTER-IV
DATA ANALYSIS &
INTERPREATION

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 TABLE-1

1. SEX

SEX RESPONDENTS PERCENTAGE

MALE 51 63.75%
FEMALE 29 36.25%
TOTAL 80 100%

GRAPH-I

RESPONDENTS

FEMALE MALE
36% FEMALE

MALE
64%

INTERPRETATION:
Above table shows that 63.75% % of the customers are male, and 36.25 % of the
respondents are female.

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 TABLE-2

2. AGE

AGE RESPONDENTS PERCENTAGE

Under-25 28 35%
25-35 22 27.5%
35-45 24 30%
45&above 06 7.5%
TOTAL 80 100%

GRAPH-2

RESPONDENTS
30

25

20

15

10

0
Under-25 25-35 35-45 45&above

RESPONDENTS

INTERPRETATION:
Above table shows that 35% of the respondents fall under the age group of below under
25. 30% of the respondents fall under the age group of 35-45 years, 27.5% % of the
respondents fall under the age group of 25-35 years of age, 7.5 %of the respondents are 45
and above years of age group.

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 TABLE-3

3. OCCUPATION

OCCUPATION RESPONDENTS PERCENTAGE

PROFESSIONAL 20 25%
SERVICE 04 5%
SELF-EMPLOYED 08 10%
STUDENT 28 35%
HOUSE-WIFE 20 25%
TOTAL 80 100%

GRAPH-3

OCCUPATION

90
Numberofrespondents

80
70
60
50 Series2
40 Series1
30 28
20 20 20
10 8
4
0
25% 5% 10% 35% 25%

SELF- HOUSE-WIFE
SERVICEEMPLOYEDSTUDENT
PROFESSIONAL

INTERPRETATION:
Above table shows that 35 % of the respondents are students, 25% of the customers
are professional, 25 % of the respondents are house-wife, 10 % of the customers are self-
employed and, 5 % of the customers are service employees.

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 TABLE-4

4. MARTIALSTATUS

MARTIAL-STATUS RESPONDENTS PERCENTAGE

SINGLE 28 35%
MARRIED 52 65%
TOTAL 80 100%

GRAPH-4

MARTIALSTATUS

80
80
70
60
50 52

NUMBER OF Series1
RESPONDENTS 40 Series2
30 28
20
10
0 35% 65% 100%

SINGLE MARRIED TOTAL

INTERPRETATION:
Above table shows that 65 % of the respondents are married and 35% of the respondents
aresingle.

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 TABLE-5

5. INCOMELEVEL

INCOME RESPONDENTS PERCENTAGE

BELOW-10000 48 60%
10000-20000 12 15%
20000-40000 10 12.5%
40000&ABOVE 10 12.5%
TOTAL 80 100%

GRAPH-5

RESPONDENTS
BELOW-10000 10000-20000 20000-40000 40000&ABOVE

13%

13%

60%
15%

INTERPRETATION:
Above table shows that 60% of the respondents fall under the income group of below
10000 Rs. 15% of the customers fall under the income group of Rs.10000-20000, 12.5%
percent of respondents fall under income group of Rs.20000-40000 and 12.5% of the
respondents fall under income group of 40000 and above.

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 TABLE-6

6. How frequently do you visitBig-Bazaar?

FREQUENCY RESPONDENTS PERCENTAGE

ONCE IN WEEK 16 20%
ONCE IN 15 DAYS 15 18.75%
ONCE IN MONTH 47 58.75%
ONCE IN 2-3 MONTH 2 2.5%
TOTAL 80 100%

GRAPH-6

RESPONDENTS
50
45
40
35
30
25
20
15
10
5
0

RESPONDENTS

INTERPRETATION:
The above table shows that 58.75% of the customers visit ONCE IN A MONTH,
20% of the customers visit ONCE IN WEEK, 18.75% of the customers visit ONCE IN 15
DAYS, 2.5% of the customers visit ONCE IN 2-3MONTHS.

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 TABLE-7

7. Which products do you purchase more often atBig-Bazaar?

PRODUCTS RESPONDENTS PERCENTAGE

CLOTHES 30 37.5%
FOOD-BAZAAR 26 32.5%
ELECTRONICS 12 15%
PLASTIC-ITEMS 9 11.25%
ACCESSORIES 3 3.75%
TOTAL 80 100%

GRAPH-7

Moreoftenlypurchasing

90
80
70
60
Numberofrespondents

50
40
30 Series1
20 Series2 Series3
10
0

1234567

INTERPRETATION:
Above Table shows that 37.5 % of the customers are purchasing Clothes at fashion
bazaar, 32.5% of the customers purchased food bazaar items, 15% of the customers
purchased electronic teems. 11.25% of the customers purchased home products. 3.75% of the
customers are purchasedaccessories.

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 TABLE-8

8. Which source made you to buy products fromBig-Bazaar?

SOURCE RESPONDENTS PERCENTAGE

F.M RADIO 2 2.5%
TELE-VISION 10 12.5%
NEWS PAPER 48 60%
FRIENDS/OTHERS 20 25%
TOTAL 80 100%

GRAPH-8

RESPONDENTS

3%
13%
25%
F.M RADIO
TELE-VISION
NEWS PAPER
FRIENDS/OTHERS

60%

INTERPRETATION:
Above table shows that 60 %of the customers are buy products by source of news-
papers, 25% of the customers are buy products by source (influenced by) of Friends & others,
12.5%of the customers are buy products by source of Televisions. 2.5% of the customers are
buy products by source of F.M radio

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 TABLE-9

9. Why do you make purchase of products fromBig-Bazaar?

REASON RESPONDENTS PERCENTAGE

GOOD QUALITY 32 40%
AFFORTABLE-PRICE 30 37.5%
RECOGNISED BRAND 12 15%
WONDERFUL DISCOUNTS 6 7.5%
TOTAL 80 100%

GRAPH-9

Reason of purchasingproducts

90
80 100%
NUMBEROFRESPONDENTS

70
60
50
40
30 Series2
20 Series1
10 40% 80
37.50%
0

32 30 15%
7.50%
12
6
WONDERFUL DISCOUNT
GOOD AFFORTABLE RECOGNISED TOTAL
QUALITY PRICE BRANDS

INTERPRETATION:
Above table shows that 40% of the customers approached Shopper’s
stop due to BETTER-QUALITY, 37.5% of the customers approached due to LOW-PRICE of
products 15% of the customers approached due to VARIETY OF PRODUCTS, 7.5% of the
customers approached due to availability VARIOUS BRANDS

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 TABLE-10

10. Is Big-Bazaar provide more type of company products in one product

category?
RESPONSE RESPONDENTS PERCENTAGE
YES 55 68.75%
NO 11 13.75%
NOT-MANY 14 17.5%
NONE 0 0%
TOTAL 80 100%

GRAPH-10

RESPONDENTS

18%
YES
NO
NOT-MANY
14% NONE

69%

INTERPRETATION:
Above table shows that we conclude that the 68.75 customers are
getting more products in one category. 17.5% of the customers are not getting too-many
products in one category... 13.75% of the customers are not getting more products in one
product category. NONE of the customers can‘t respond for none categories of products
available in one product category.

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 TABLE-11

11. How is the store space in Big-Bazaar for moving around forproducts?

RESPONSE RESPONDENTS PERCENTAGE

SMALL-SPACE 06 7.5%
FREE-SPACE 58 72.5%
NOT-FREE SPACE 13 16.25%
CONGESTED 03 3.75%
TOTAL 80 100%

GRAPH-11

STORE SPACE
NUMBEROFRESPONDENTS

90 80
80
70
60 58
50 Series1
40 Series2
30
20 3
10 13
6 16.25% 3.75%
0 72.50% 100%
7.50%

TOTAL
CONGESTED
SMALL-SPACEFREE-SPACE
NOT-FREE SPACE

INTERPRETATION:
Above table shows that 72.5% of the customers can freely moving around in store for
products, 16.25% of customers can not freely moving around in store for products,, 7.5% of
the customers can get small space in store for moving around for products, 3.75%
respondents can get congested space in store for moving around for products.

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 TABLE-12

12. How is the representatives interaction are atBig-Bazaar?

INTERACTION RESPONDENTS PERCENTAGE

EFFECTIVE 38 47.5%
NOT-EFFECTIVE 30 37.5%
GOOD 10 12.5%
NO-INTERACTION 2 2.5%
TOTAL 80 100%

GRAPH-12

RE-PRESENTATIVES INTERACTION
NUMBEROFRESDPONDENTS

90 80
80
70
60
50 Series2
40 38 Series1
30 30
20
10 10
2
0 47.50%37.50% 12.50% 2.50% 100%

GOOD TOTAL
EFFECTIVE NO-INTERACTION
NOT-EFFECTIVE

INTERPRETATION:
From above table shows 47.5% of the customers getting effective
interaction from store re-preventatives for products. 37.5% of the customers can‘t not get
effective interaction from store re-preventatives for products. 12.5% of the customers can get
Good integration from store re-preventatives for products. 2.5% of the customers cannot get
interaction from store re-preventatives for products.

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 TABLE-13

13. Is Big-Bazaar reminding & intimating their store discounts & prices to all
customers instore?

RESPONSE RESPONDENTS PERCENTAGE

YES/CLEAR INTIMATING 43 53.75%
NO CLARITY INTIMATING 26 32.5%
NO INTIMATION AT ALL 11 13.75%
TOTAL 80 100%

GRAPH-13

Reminding-offersandprices

100%
TOTAL 80

13.7 %
NO INTIMATION AT ALL 5 1 Series2
1 Series1
32.5 %
NO CLARITY INTIMATING 0 26

53.7 %
YES/CLEAR INTIMATING 5 43

020406080100
number of respondents

INTERPRETATION:
Above table shows that we conclude that the 53.75% of the customers are getting
clear announcement from store about store discounts, prices... 32.5% of the customers are
not getting clear announcement from store about store discounts, prices 13.75% customers
are not getting any announcement from store about store discount,prices...

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 TABLE-14

`14. How the customer service department in store is effective in providing service?

RESPONSE RESPONDENTS PERCENTAGE

FAST-SERVICE 38 47.5%
SLOW-SERVICE 28 35%
NOT-SUFFICIENT SERVICE 9 11.25%
NOT-GOOD SERVICE 5 6.25%
TOTAL 100%

GRAPH-14

RESPONDENTS
6%

11%

48%

35%

FAST-SERVICE SLOW-SERVICE
NOT-SUFFICIENT SERVICE NOT-GOOD SERVICE

INTERPRETATION:
Above table shows that we conclude that the 47.5% of the customers are getting fast
customer-service from customer service department 35% of the customers are getting slow-
service from customer service department 11.25% of the customers are getting not-sufficient
service from customer service department. 6.25% of the customers are getting not-good
service from customer service department.

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 TABLE-15

15. Will Big-Bazaar offer any special discountprices?

RESPONSE RESPONDENTS PERCENTAGE

YES 69 86.25%
NO 11 13.75%
TOTAL 80 100%

GRAPH-15

RESPONDENTS

NO

YES

0 10 20 30 40 50 60 70 80

RESPONDENTS

INTERPRETATION:
Above table shows that we conclude that the 86.25% of the customers respond store
offering special discount prices.13.75% of the customers respond store did not offer special
discount prices..

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 TABLE: 15.A

If yes, what are the offers that are provided by shopper’s stop?

OFFERS & DISCOUNTS RESPONDENTS PERCENTAGE

Buy one get one free 30 37.5%
50%, 40%, 60%, Etc… 20 25%
Buy one get two 10 12.5%
Get two for 900 8 10%
Buy one get second one 6 7.5%
60% on price
Other offers & discounts 6 7.5%
TOTAL 80 100%

GRAPH-15.A

RESPONDENTS
8%
8%

38%
10%

13%

25%

Buy one get one free 50%, 40%, 60%, Etc…

Buy one get two Get two for 900
Buy one get second one 60% on price Other offers & discounts

INTERPRETATION:
Above table shows that 37.5% of customers were aware buy one get one offer, 25%
of customers were aware 50%, 40%, 60%, offer, 12.5% of customers were aware buy one get
two offers. 10% of customers were aware get two 900(example) offer 7.5% were customers
were aware buy one get second one 60% on price & otheroffers.

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 Table-16

16. Are you waiting for a long time at the billing section at bigbazaar?

RESPONSE RESPONDENTS PERCENTAGE

YES 69 86.25%

NO 11 13.75%

TOTAL 80 100%

GRAPH: 16

90
80 80
70
69
60
Numberofrespondents

50
40
30
20
10
0

11
86.25% 13.75% 100%

YESNOTOTAL

INTERPRETATION:
Above table shows that 86.25% of the customers are waiting for long time in billing
section.13.75% of the customers are not waiting for long time for long time at billing section
at shopper’s stop

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 TABLE-17

17. DO you prefer food court at bigbazaar?

RESPONSE RESPONDENTS PERCENTAGE

YES 49 61.25%
NO 31 38.75%
TOTAL 80 100%

GRAPH: 17

60

50 49
Numberofrespondents

40
31
30

20

10
61.25% 38.75%
0
YES NO

INTERPRETATION:
Above table shows that 61.25% of the customers want food & gaming
section at store.38.7% of the customers don‘t want Food Gaming section at Shopper’s stop

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 TABLE-18

18. Why do you visit the Bigbazzarstores?

CAUSE OF VISITING RESPONDENTS PERCENTAGE

BUYING INTREST 73 91.25%
PRODUCT INTREST 07 8.75%
INFORMATION SEEKING 00 0%
GENERAL INTREST 00 0%
TOTAL 80 100%

GRAPH-18

cause of visiting

90 80
Numberofrespondents

73
80
70
60 Series1
50 Series2
40
30 7
20 .25% 8.75% 00% 00%
91 10 0%
10
0

BUYING GENERAL TOTAL

INFORMATION
INTREST PRODUCT INTREST
INTREST SEEKING

INTERPRETATION:
Above table shows that the 91.25% of the customers are went to retail stores for
buying interest. .8.75% of the customers is gone to retail stores for product interest. None of
the customers are not gone to retail-stores for information-seeking & general interest.

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 TABLE-19

19. Have you purchased any product at Big-Bazaar just by visiting firsttime?

RESPONSE RESPONDENTS PERCENTAGE

YES 18 22.5%
NO 52 65%
NOT-FIRST TIME 09 11.25%
MORE THAN TWO-TIMES 01 1.25%
TOTAL 80 100%

GRAPH-19

Respondentspurchasingatstore

90 80
80
Numberofrespondents

70
60
50 52
40 Series2
Series1

30
20 18
10 9
0 1
22.50% 65% 11.25% 1.25% 100%
YESNONOT- MORE TOTAL
FIRST TIME THAN
TWO- TIMES

INTERPRETATION:
Above table shows that 65% of the customers are not buy the products for first-time
visiting the store. 22.5% of the customers are buying the products just by visiting first-time
the store... 11.25% customers are not buying the products just by visiting first-time the store.
1.25% customers are buying the products by more than visiting Two-times.

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 20. What are your intentions to re-inter the store?

INTENTIONS RESPONSE PERCENTAGE

Product quality & 30 37.5%
availability
Customer service 09 11.25%
Seasonal offers & 18 22.5%
discounts
Ambience 03 3.75%
Low-prices 20 25%
TOTAL 80 100%

GRAPH: 20
NUMBEROFRESPONDENTS

90 80
80
70
Series1
60
Series2
50 30
40 18 20
30 9 25%100%
20 37.50%11.25%22.50%33.75%
10
0
Ambience Low-prices TOTAL
Customer
Product quality& availability service
Seasonal offers & discounts

INTERPRETATION:
Above table shows that 37.5% of the customer‘s intention is to re-enter into the store
is product quality & availability. 25% customer‘s intention is to re-enter into store is low
prices. 22.5% customer‘s intention is to re-enter in to store is seasonal offers & discounts.
11.25% of the customer‘s intention is to re-enter into store is customer service. 3.75% of the
customer‘s intention is to re-enter in to the store isAmbience.

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 TABLE-21

21. How is Big-Bazaar maintaining product QUALITY, QUANTITY compare to

other retailstores?

RESPONSE RESPONDENTS PERCENTAGE

GOOD 73 91.25%
NORMAL 07 8.75%
NOT-GOOD 00 0%
POOR 00 0%
TOTAL 80 100%

GRAPH-21

Product quality instore

90 80
80 73
70
Numberofrespondents

60
50
40 Series2
30 Series1
20
10
0
7
91.25% 8.75% 0 0
0% 0% 100%

GOOD NORMAL NOT- POOR TOTAL

GOOD

INTERPRETATION:
Above table shows that the 91.25% of the customers are respond big-bazaar maintain
good product quality, quantity compare to other retail-stores 8.75% of the customers are
respond big-bazaar maintain normal product quality, quantity compare to other retail stores..
None of the customers can‘t respond for big-bazaar maintaining poor, not-good product
quality, quantity compare to other retail-stores.

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 TABLE-22

22. How do you feel (SATISFIED) after SHOPPING ATBig-Bazaar?

RESPONSE RESPONDENTS PERCENTAGE

SATISFIED 17 21.25%
FEEL-VERY SATISFIED 63 78.75%
NOT-SATISFIED 0 0%
TOTAL 80 100%

GRAPH-22

Respondents Satisfaction level

SATISFIED
SATISFIED,
17, 11% FEEL-VERY SATISFIED
NOT-SATISFIED
TOTAL,80,
FEEL-VERY
50%
SATISFIED, TOTAL
NOT- 63, 39%
SATISFIED, 0, 0%

INTERPRETATION:
Above table shows that the 78.75%of the customers are respond they can feel very-
satisfied after shopping at big-bazaar. 21.25% of the customers are respond they can feel
satisfied after shopping at big-bazaar.. None of the customers cant respond they can feel not-
satisfied after shopping at big-bazaar

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CHAPTER-V
FINDING, SUGGESTIONS
& CONCLUSION

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 FINDINGS:

 91.25% of customers feel that the quality of products at shopper’s stop is better than
at other retailstores
 78.75% of customers are satisfied for shopping at bigbazaar
 61% of customers who visit Shopper’s stop fall in the income level Below-10000/-
per month.
 40% of customers prefer shopper’s stop for shopping because of low-price and good
qualityproducts.
 51% of customers were aware of Shopper’s stop throughadvertisements.
 86.25% of customers expect to have food court and gaming section in the shopper’s
stop, which can lead to increase the shoppingduration.
 61.25% of customers are in the billing section, which makes them to wait for a long
time.
 91% of customers are visiting Shopper’s stop for purchase of products rest of them is
for informationseeking.
 63.75% of customers who are visiting Shopper’s stop aremale.
 53% of customers who are visiting Shopper’s stop are for F.M.C.Gproducts.
 37.5% of customers visit Shopper’s stop because of lower-prices and 22.5%
customers visit due to availability of large number ofproducts.
 72.5% of customers are happy about the availability of free space for display of
products.

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 SUGGESTIONS

 To attract more customers, shopper’s stop needs to offer more brands ofproducts

 Advertising through television and F.M radio needs to beimproved

 Sign boards which show restrooms and trail rooms should be visible to the customers,
and also trial rooms are to beincreased.

 Increase the customer billing section transactions in store. (for fasttransactions)

 Increase the food court and game‘s section at shopper’s stop to increase the customer
shoppingduration.

 Shopper’s stop can improve their customer satisfaction level, by providing better
service like home deliveryetc.

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 CONCLUSION:

The study concludes that majority of the customers prefer shopping at big-bazaar, because of
product variety, quality, service facility, reasonable prices which make the customers feel
more comfortable in visiting the store again & again.

Customers shop more in the food bazaar and the men‘s wear department in Shopper’s stop.
Customers feel that Shopper’s stop has variety of products available in various departments

Considering the fact that there are a lot middle class families in India, Shopper’s stop has had
a huge impact on the middle class section of India, the prices, quality and sales strategy has
helped in getting the middle income groups getting attracted towards Shopper’s stop.

Shopper’s stop has been known for its great sale and great offers& discounts. Shopper’s stop
has had long lines of people waiting to get into the store for the sale. Therefore, the sales that
Shopper’s stop has had increased in a huge way due to offers & discounts, thus this has been
one of the main advantages of Shopper’s stop.

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ANNEXURE
QUESTIONNAIRE
BIBILOGRAPHY

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 QUESTIONNAIRE

Respected Sir/Madame,
I am a student, pursuing BBA from North Bengal St. Xavier’s College. I am doing
a project on AN EMPIRICALSTUDYON CUSTOMER PREFERENCES CHOOSING A
SHOPPER’S STOP. I request you to cooperate in my research study, by kindly filling up the
following questionnaire.

Personal details

Name:
1. Age:
[ ]under25 [] 25-35 [ ] 35-45 [ ] 45 &above

2. Sex: [ ] Male [ ]Female.

3. Occupation:
[ ] Student [ ] Self-employed [ ] Professional [ ] Service [ ] Housewife.

4. Areyou:
[ ]Single [ ]Married.

5. Monthlyincome:
[ ] Below 10000 [ ] Rs 10000-20000 [ ] Rs 20000-40000 [ ] Rs40000 & above

6 How frequently do you visit Shopper’s stop?

[ ] Once inaweek [ ] Once in 15days
[ ] Once inamonth [ ] Once in 2-3months

7. Which products do you purchase more often in BigBazaar?

[ ] Clothes and Footware [ ] FoodBazaar [ ]Electronics [ ]plactic-items

[ ] Accessories

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8. Which source made you to buy product fromBig-Bazaar

[ ]Newspaper [ ]F.Mradio [ ]Newspaper [ ]Friends/Others

9. Why do you make purchase of products from BigBazaar?

[ ] Good-Quality [ ] Affortable-price [ ] Recognised Brands [ ]Wonderful

Discount

10. Is Shopper’s stop provide more type of company products in one product
category?

[]yes []no [ ]not many [ ]none

11. How is the store space in B.BAZAAR for moving around for products?

[ ] Smallspace [ ] notfreespace [ ] free space[ ] congested

12. How are the re-preventatives interactions are at bigbazaar?

[ ]effective [ ]noteffective [] Good [ ] noInteraction

13. Is shopper’s stop reminding & intimating their store discounts & prices
to all customers instore?

[ ] YEScleanlyintimating [ ] NOclarityintimating[ ] NO intimation atall

14. How is the customer service department in store, is it effective in

providing service?

[ ]fastservice [ ]slowservice [ ] notsufficientservice [ ] not goodservice

15. Does shopper’s stop offer any special, discount onprices?

[ ] yes seasonwiseservice [ ] no specialoffers

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(A) IF YES… WHAT ARETHEY

(a) Buy oneGetone (b) 50% off,40%,off60%off (c) Buy oneget two
(d)Get two for900 (example) (e) Buy one get second one 60% off on price
(f) others discounts.

16. Are you waiting for a long time at the billing section at bigbazaar?

A []YES B [ ]NO

17. DO you prefer food courts & gaming section at bigbazaar?

A []YES B [ ]NO

18. Why customers visiting (went) to retailstores

[ ]generalinterest [ ]productinterest [ ] buyinginterest[ ]
informationseeking
19. Have you purchased any product at SHOPPER’S STOP just by visiting
firsttime?
[]yes [ ]no [ ] not firsttime [ ]more than two times(visiting)
20. What are your intentions to re-enter thestore?
[ ]Low prices [ ] product quality&availability [ ]customerservice
[ ] seasonal offers&discounts [ ]Ambience

21. How is SHOPPER’S STOP maintaining product QUALITY, QUANTITY

compare to other retailstores?
[]Good []normal [ ]Notgood [ ]poor

22. How do you feel (satisfied) after shopping at BigBazaar?

[ ] feelverysatisfied [ ]satisfied [ ] notsatisfied

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 BIBILOGRAPHY

BOOKS:

1. Consumer Behaviour by LG. Schiffman, Kanuk and Kumar, Peason, Tenth Edition.

2. Consumer Behaviour by Suja Nair.

3. Marketing Management by K.S.Chandrasekhar, McGraw Hill publication.

4. Marketing Management by Dr. R.B.Rudani, S.Chand& Co.

WEBSITES:

 FutureBazaar(www.futurebazaar.com)
 Future Brands(www.futurebrands.co.in)
 Future Group(www.futuregroup.in)
 Googlesearch
 Scribd.com
 Wikipedia.com

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