A Project Report On

The study on retail operation of BIGBAZAAR- An Analysis of Employee Satisfaction at Big Bazaar outlets.

Submitted to the

S.R.M. SCHOOL OF MANAGEMENT

In partial fulfillment of the requirements in the award of the degree of Master of Business Administration By

Kaushik Podder Reg No. 35080244

Under the guidance of

Dr.Shanthi Venkatesh, MA., Ph.D. Asst. Professor Department of Management Studies

DEPARTMENT OF MANAGEMENT STUDIES, SRM UNIVERSITY KATTANKULATHUR CAMPUS TAMILNADU 603 203

DEPARTMENT OF MANAGEMENT STUDIES SRM UNIVERSITY KATTANKULATHUR CAMPUS

CERTIFICATE
This is to certify that the project report entitled A Study on retail operation of Big Bazaar, Royapuram - Chennai , Submitted by Kaushik Podder (Reg. No: 35080244) in partial fulfillment for the final project in awards of Master of Business Administration of SRM University- Kattankulathur, is a bonafide research work carried out under my supervision and guidance and no part of this project has been submitted for any other degree / diploma.

The assistance and help received during the course of the investigation has been fully acknowledged.

Counter Signed Dr.(Mrs). Jayshree Suresh B.A, M.B.A., Ph.D. Dean

Counter Signed Dr. Shanthi Venkatesh M.A., Ph.D. Asst. Professor & Project Guide

Submitted to the Department of Management Studies, SRM UNIVERSITY (Kattankulathur Campus) for the examination held on __________________.

Internal Examiner

External Examiner

DECLARATION

I, Kaushik Podder, Reg. No: 35080244, hereby declare that the project report titled A Study on retail operation of Big Bazaar, Royapuram - Chennai under the supervision and the guidance of Dr.Shanthi Venkatesh, Asst. Professor, Department of Management Studies, SRM UNIVERSITY (Kattankulathur Campus- Chennai), is the result of the original work done by me and to the best of my knowledge, a similar work has not been submitted earlier to any University or any other Institution.

Place : Date :

Kaushik Podder

ACKNOWLEDGEMENT

In the course of this project, I have received help from a number of people. I would like to take this opportunity to thank them all. I am grateful to our College Administration for giving me an opportunity to do this Project.

It is my great pride and privilege to appreciate our respected Dean Dr.Jayashree Suresh and my beloved project guide Dr. Shanthi Venkatesh, Dept. of Business Administration, S.R.M. School of Management, who have motivated and encouraged me with their tireless guidance and support for the successful completion of this project.

I would also extend my heartfelt gratitude to the Manager Mr.Karthik of Big Bazaar, Royapuram Chennai and my Industrial project guide Mr.Surendar of Big Bazaar, Royapuram Chennai, for their support and valuable time spent to make this project a reality. I am also thankful to the employees of Big Bazaar at Royapuram especially Mr.Surendar for his motivation and care throughout the course of this said project. Last but not the least; I would like to thank the almighty and all our faculty members, friends and family for their support and inspiration.

Kaushik Podder

ABSTRACT

Retailing is emerging as a sunrise Industry in India and is presently the largest employer after agriculture. In the year 2004, the size of Indian organized retail industry was Rs.28,000 Crores, which was only 3% of the total retailing market. Retailing in its present form started in the latter half of 20th century in USA and Europe and today constitutes 20% of US GDP. It is the 3rd largest employer segment in USA.

Organized retailing in India is projected to grow at the rate of 25% - 30% p.a. and is estimated to reach an astounding Rs.1,00,000 Crores by 2010. The contribution of organized retail is expected to rise from 3% - 9% by the end of the decade.

The projection for the current year i.e. 2005 is Rs.35,000 Crores. In India, it has been found out that the top 6 cities contribute for 66% of total organized retailing. With the metros already been exploited the focus has now been shifted towards the tier-II cities. The retail boom, 85% of which has so far been concentrated in the metros is beginning to percolate down to these smaller cities and towns.

The contribution of these tier-II cities to total organized retailing sales is expected to grow to 20 25%. In the year 2004, Rs.28,000 Crores organized retail industry had clothing, textiles & fashion accessories as the highest contributor (39%), where as health & beauty had a contribution of 2%. Food & Grocery contributed to 18% whereas Pharma Retail had a contribution of 2%.

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats, the company operates over 5 million square feet of retail space, has over 450 stores across 40 cities in India and employs over 18,000 people.

CONTENTS
Chapter No 1.1 1.2 1.3 1.4 1.5 1.6 1.6.1 1.6.2 1.6.3 1.6.4 1.7 1.8 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.8.1 2.8.2 2.8.3 2.8.4 2.8.5 2.8.6 Topics CHAPTER I- INTRODUCTION Introduction About Retailing The Important of Retailing The Scenario of Retailing In India Introduction About Big Bazaar Company Profile of Big Bazaar Swot analysis Strength Weaknesses Opportunities Threats Objective of Big Bazaar Mission & Vision of Big Bazaar CHAPTER II RETAIL OPERATION Definition of Retail Operation Why Retail Operation is so Important Objective of the Study Limitation of the Study Scope of the Study Organization Structure Store Structure Functions of Various Departments Customer Service Department Human Resources Department Finance Department Sales Department Marketing Department Logistics Department Page No 1 2 2 3 4-5 6 6 6 6 6 7 8 9 9 9 10 10 10 11 11 11 12 12 11-22 23-24 25

CHAPTER III- RESEARCH METHODOLOGY 3.1 3.1.1 3.1.2 3.2 3.3 Data Collection Method Primary Data Collection Secondary Data Survey Method Sources of Data 26 26 27 27 27

Chapter No 3.4 3.4.1 3.4.2 3.4.3

Topics Sampling Methods of sampling Sampling Population Sample size CHAPTER IV - DATA ANALYSIS AND INTERPRETATION LIST OF TABLES Contents How long have you been working for this company My duties and responsibilities are clearly defined Organization provides me better working environment The Senior Management treats employees fairly Paid Fairly for the work I do it the organization. Work timing are comfortable in the organization. How much employees are satisfied with welfare and safety amenities provided in the organization.

Page No 27 27 27 27

Table No 4.1.1 4.1.2 4.1.3 4.1.4 4.1.5 4.1.6 4.1.7

Page No 28 29 30 31 32 33 34

4.1.8

How many employees feel secured and satisfied with their job

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LIST OF CHARTS Chart No 4.1.1 4.1.2 4.1.3 4.1.4 4.1.5 4.1.6 4.1.7 Contents How long have you been working for this company My duties and responsibilities are clearly defined Organization provides me better working environment The Senior Management treats employees fairly Paid Fairly for the work I do it the organization Work timing are comfortable in the organization How much employees are satisfied with welfare and safety amenities provided in the organization. 4.1.8 How many employees feel secured and satisfied with their job 4.2 Suggestion Of Big Bazaar 36 35 Page No 28 29 30 31 32 33 34

CHAPTER V- FINDINGS & SUGGESTIONS Chapter No 5.1 5.2 Findings Suggestion Topics Page No 37 38

CHAPTER VI CONCLUSION Chapter No 6 Conclusion Topics Page No 39

ANNEXURE Bibliography The Questionnaire 40 41-42

CHAPTER I

1.1 INTRODUCTION ABOUT RETAILING Retailing is emerging as a sunrise industry in India and is presently the largest employer after agriculture. In the year 2004, the size of Indian organized retail industry was Rs 28,000 Crores, which was only 3% of the total retailing market. Retailing in its present form started in the latter half of 20th Century in USA and Europe and today constitutes 20% of US GDP. It is the 3rd largest employer segment in USA. Organized retailing in India is projected to grow at the rate of 25%-30% p.a. and is estimated to reach an astounding Rs 1,00,000 Crores by 2010. The contribution of organized retail is expected to rise from 3% to 9% by the end of the decade. The projection for the current year ie 2005 is Rs 35,000 Crores. In India, it has been found out that the top 6 cities contribute for 66% of total organized retailing. With the metros already been exploited, the focus has now been shifted towards the tier-II cities**. The 'retail boom', 85% of which has so far been concentrated in the metros is beginning to percolate down to these smaller cities and towns. The contribution of these tier-II cities to total organized retailing sales is expected to grow to 20-25%. In the year 2004, Rs 28,000 Crores organized retail industry had Clothing, Textiles & fashion accessories as the highest contributor (39%), where as health & beauty had a contribution of 2%. Food & Grocery contributed to 18% whereas Pharma Retail had a contribution of 2%. Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats, the company operates over 5 million square feet of retail space, has over 450 stores across 40 cities in India and employs over 18,000 people. In such a big industry which runs on basis of customer, the customer satisfaction is more important. In this project we have given emphasis on customer satisfaction in retail Industry and have chosen Big Bazaar as the Retail store where we will study the whole scenario of customer satisfaction in a Retail Industry.

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1.2 THE IMPORTANT OF RETAILING Retailing has a tremendous impact on the economy. It involves high annual sales and Employment Retailers participate in the sorting process by collecting and assortment of goods and services from a wide variety of suppliers and offering them for sale. They provide information to consumers through advertising, display and signs and sales personnel. Retailing in a way is the final stage in marketing channels for consumer products. Retailers provide the vital link between the producers and ultimate consumers.

1.3. THE SCENARIO OF RETAILING IN INDIA Retailing is the most active and attractive sector of last decade while the retailing industry itself has been present since ages in our country it is only the recent past that it has witnessed so much dynamism. The emergence of retailing in India has more to do with the increased purchasing power of buyers, especially post liberalization, increase in product variety and increase in economies of scale. The retails sales are at the highest point in history and new technologies are improving retail productivity.

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1.4 INTRODUCTION ABOUT BIG BAZAAR Big Bazaar is Indian personification of retail. Its like an Indian bazaar or mandi or mela, the environment created by traders to give shoppers a sense of moment. Its personality is of being an entity away from fancy or pretty and being authentically "no-frills". Kishore Biyani never hired any foreign consultant for Big Bazaar which is evident from Indian-specific personality of the brand. The brands personality is self-explanatory by its tag-line only. This statement places Big Bazaar at the top of customers mind. It reflects that entrepreneurship and simplicity are the essence of character of Big Bazaar. To use predatory pricing is not in the personality of Big Bazaar, they never sell goods below the price they have purchased it. Big Bazaar, the "Indian Wal-Mart", is the modern Indian family's favorite store. Big Bazaar symbolizes modern retail, the business which isnt looked up to in our country, is now in the eyes of many multi-national biggies. Big Bazaar has shown a robust growth in recent years. Big Bazaar, is the chain of retail stores of the big banner Pantaloon Retail (India) Ltd., which in turn is a segment of the Kishore Biyani, regulated Future Group of Companies. Moreover the customer friendly ambiance and the organized retailing of products also make Big Bazaar one of the successful retail companies in India. Big Bazaar, a part of the Pantaloon Group, is a hypermarket offering a huge array of goods of good quality for all at affordable prices. Big Bazaar with over 80 outlets in different parts of India is present in both the metro cities as well as in the small towns. 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 Big Bazaar is that there are all time discounts and promotional offers going on in the Big Bazaar on its salable products.

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1.5 COMPANY PROFILE OF BIG BAZAAR Pantaloon Retail (India) Limited, is Indias 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 16 million square feet of retail space, has over 1000 stores across 73 cities in India and employs over 30,000 people. The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, 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 Brand Factory, Blue Sky, all, Top 10 and Star and Sitara. The company also operates an online portal, futurebazaar.com Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India) Limited. This entity has been created keeping in mind the growth and the current size of the companys value retail business, led by its format divisions, Big Bazaar and Food Bazaar. The company operates 120 Big Bazaar stores, 170 Food Bazaar 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. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection, selling home furniture products and eZone

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focussed on catering to the consumer electronics segment. Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space.

Future Group Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias leading business houses with multiple businesses spanning across the consumption space. While retail forms the core business activity of Future Group, group subsidiaries are present in consumer finance, capital, insurance, leisure and entertainment, brand development, retail real estate development, retail media and logistics. Led by its flagship enterprise, Pantaloon Retail, the group operates over 16 million square feet of retail space in 73 cities and towns and 65 rural locations across India. Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000 people and is listed on the Indian stock exchanges. The company follows a multi-format retail strategy that captures almost the entire consumption basket of Indian customers. In the lifestyle segment, the group operates Pantaloons, a fashion retail chain and Central, a chain of seamless malls. In the value segment, its marquee brand, Big Bazaar is a hypermarket format that combines the look, touch and feel of Indian bazaars with the choice and convenience of modern retail. The groups speciality retail formats include supermarket chain - Food Bazaar, sportswear retailer - Planet Sports, electronics retailer - eZone, home improvement chain Home Town and rural retail chain - Aadhaar, among others. Future Group believes in developing strong insights on Indian consumers and building businesses based on Indian ideas, as espoused in the groups core value of Indianness. The groups corporate credo is, Rewrite rules, Retain values. Future Group shall deliver Everything, Everywhere, Everytime for Every Indian Consumer in the most profitable manner.

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1.6 SWOT ANALYSIS: 1.6.1Strength Better understanding of customer helping the company to serve them better. Vast range of products under one roof helping in attracting customer and their family to shop together and enjoy the experience. Benefit of early entry into the retail industry. Diversified business operating all over India in various retail formats. Ability to get products from customers at discounted price due to the scale of business. 1.6.2 Weaknesses High cost of operation due to large fixed costs. Very thin margin High attrition rate of employee 1.6.3 Opportunities Lot of potential in the rural market Can enter into production of various products due to its in depth understanding of customers tastes and preferences. Can expand the business in smaller cities as there is a lot of opportunity. 1.6.4. Threats High business risk involved Lot of competitors coming up to tap the market potential. Margin of business reducing all the time.

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1.7 OBJECTIVE OF BIG BAZAAR

The central objective for earlier businesses of Big Bazaar was to bring in stability and consolidation. They were built to enforce order. However, in the new era where nothing remains constant, the dominant theme for businesses needs to be speed and imagination. The new macro-differentiator can be design. Design is helping companies to sell differentiated experiences and solutions that connect with the consumers emotions. Its no longer about selling products and services alone. Nor is it just about completing transactions. Every time a customer walks in, it is an opportunity to build a relationship and invite the customer to become a part of the transformational scenario. Design management is helping us position the customer at the center of every decision we take and also operate with true entrepreneurial spirit.

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1.8 MISSION & VISION OF BIG BAZAAR VISION: Future group shall deliver everything everywhere, every time for Indian Consumer in the most profitable manner.

MISSION: We shall infuse Indian Brands with confidence & renewed ambition. We shall be efficient, cost conscious and committed to quality in whatever we do We shall ensure that our positive attitude, sincerity, humility and united, determination shall be the driving force to make us successful. We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development.

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CHAPTER II
2. RETAIL OPERATION 2.1 DEFINITION OF RETAIL OPERATION Retail operation involves managing the day to day function of retail establishments like department stores, grocery stores and specialty shop. Retail operations professionals manage retail establishments on a daily basis and are responsible for maximizing store profits.

2.2 WHY RETAIL OPERATION IS SO IMPORTANT Retail operation is important because through retail operation we can understand the functions of various departments and also helps to know how the stock will go to the floor and how to put the stock order to the vendor. Retail operation depends largely on two dimension, margin and turnover. Margin and turnover depends essentially on the type of business and the style and scale of the operation.

2.3 OBJECTIVE OF THE STUDY To identify the performance of retail operation of big bazaar To understand the quality of services maintained in the store To determine the performance of sales person in the store To understand the availability of products in the store To understand the working of various departments To indentify the effectiveness of atmosphere in the store The study is aimed at understanding how an organization practically works in the real situation.
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2.4 LIMITATION OF THE STUDY The research was conducted only in Royapuram Chennai city. This may not give a generalized conclusion It is difficult to meet with the managerial people to get sufficient information The reply of the respondents may vary under different situation 2.5 SCOPE OF THE STUDY It aims at understanding the company establishment, organizational structure, department techniques, marketing strategies and the supporting activities which give them an edge over the competitor. Major part of the population in this locality are low income, lower middle income. Average monthly income of this area is approximately Rs.3650/Average age group of potential customer base is from 25-45 years

2.6 ORGANIZATION STRUCTURE

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2.7. STORE STRUCTURE

2.8 FUNCTIONS OF VARIOUS DEPARTMENTS 1. Customer Service Department 2. Human Resources Department 3. Finance Department 4. Marketing Department 5. Logistics Department 6. Sales Department 2.8.1 CUSTOMER SERVICE DEPARTMENT Customer Service department is responsible for entire customer satisfaction and solving customer problems and customer retention and customer engagement activities to create excitement for customer during shopping period.

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2.8.2. HUMAN RESOURCES DEPARTMENT: Man power planning is based on the square foot area, HR department also take care of training and development needs, employee welfare and motivation. CORE ACTIVITIES OF HR: i. Personal file maintenance ii. Leave cards and comp of slips iii. Employee issue handling iv. Conflict management (If there is any conflict between the team members or employees, the HR department handle the situation) v. Counseling 2.8.3. FINANCE DEPARTMENT Department wise (Sq. ft) floor area 7897 4117 5626 1727 803 20170 Sales Contribution (Dept./T.S x 100) 4629.897 22.29019 5797.016 14788.48 9669.948 607.721 8132.306 14.55009 50.72286 10.18115 2.255704 100

Department Apparels GM Food Bazaar Electronics Furniture Total Sales

Sales (Given) 36562295 23866316 83200000 16700000 3700000 164028612

Sales per Sq.ft

2.8.4. SALES DEPARTMENT: Food Bazaar: It is divided into three types i. FMCG Food Eatable Items. It is categorized into twelve types 1. Ready to eat 2. Ready to cook 3. Ready to fry 4. Noodles
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5. Jams 6. Pickles 7. Sauce 8. Tea 9. Coffee 10. Desert Mix 11. Detergent bar 12. Detergent powder ii. FMCG Non Food Items: It is divided into three parts 1. Spick and Spain - Detergent powder that clean all utensils products 2. Fabric Clean detergent powder that clean all household products 3. Head to toe all body wash products like shampoo, soap. iii. GROSSERY: It is split into seven types 1. Rice 2. Pulse 3. Sugar 4. Masala & Spices 5. Cooking Medium (oil, ghee) 6. Salt 7. Cereals 8. Flours BEVERAGES: i. Chilled station a. Water b. Soda c. Concentrated powder d. Concentrated drinks e. Juices f. Dairy products g. Butter & curd
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ELECTRONICS ITEMS: It is divided into three sections 1. Sight & Sound Television LCD DVD player Home theatre Music system

2. Cool & Clean Refrigerator Washing Machine AC & Fan Air cooler

3. Cook & Serve Mixture machine Micro oven Juicer machine Grinder machine Food processor Electric rice cooker

Stock in warding: It means getting the stock from the warehouse, category will sent ware house stock list. In that we sent our stock request, the category will approve & make a purchase order, after approving the purchase order the warehouse people will send the stock to the store.

Home delivery process: After the Customer select the product the customer will get the product within one or two days.

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Customer Booking: If the stock is not available in the warehouse, minimum one weak or fifteen days to book the product. Once the booking are over, the customer booking list will sent to category and the category will arrange the stock from the concerned brand.

After sales in the floor: After selling the product to the customer if there is any customer complaints regarding the products, the products is rectified within 24 hours.

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FURNITURE: It is divided into four types 1. Bed room concept Cot & ward rope Dressing table Night stand

2. Dining Dining table

3. Living room Sofa set Center table Wall unit A.V. trolley

4. Essential Additional decoration in the room like book self, DVD rack, CD rack, hanger rack

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GENERAL MERCHANDISING: It is divided into two parts 1. General merchandising home ware Plastics will contribute 35% to the GM home sale and utensils will contribute around 45% and 20% crockery (1083 square feet for plastics ) Utensils Gas stove, pressure cooker and non-stick ware contributes high revenue to the utensils portion. In aluminum, pressure cooker will be classified as capacity wise, it will start from 2 litres to 12 litres (870 square feet only for utensils). Crockery It is divides into Five classes a. Melamine ware plate, bowls, trays, dinner sets b. Opal ware Dinner sets, plates & Bowls c. Bone chinaware Only dinner sets, coffee mug d. Glass glass tumbler sets, glass desert sets, glass dinner sets

2. General merchandising fashion Foot wear, luggage, toys & sports and new business development Foot wear: Mens formals, casuals Ladies - sports Kids shoes & sandals

Luggage: Hard trolleys Soft trolleys Back packs School bags Laptop bags Ladies hand bags Wallets & pouchers

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APPARELS: Apparels means clothing and fashion something that covers or adorns especially outer garments or clothing. It is divided into 8 parts: Mix And Match -Relating to a variety of clothes and accessories in styles and colors that permit different parts to be readily interchanged.

Salwar Kamish Duppatta Shalwar kamees is the dress worn by women in northern South Asia and Central Asia.

Table Display- Table display means where you keep all the dress materials in the tables.

Bin Bin is kept near the cash counters for impulse purchase, very low price point products are kept.

Alligator Alligator is the big iron rack where you put stock of socks. Tower Display It is a big ware you display a maniquene with new fashion. Step Table - Step Table means the more number of rack where you keep all the dress materials for both man and women. Gondolla - Gondolla means a very big rack where you keep all the dress materials in the store.

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2.8.5. MARKETING DEPARTMENT:

Marketing is the process of planning and executing the conception, pricing , promotion and distribution of ideas, goods & services to create exchange that satisfy individual and organization objectives.

Marketing department is responsible for promoting the product and the store. It looks after the promotion and offers. Marketing can also be done by hoardings and banners in the entire locality to create awareness of the customer and it also done by talking with media people and giving pamphlets and advertisement to the newspaper.

Marketing Mix

Product

Price

4p's

Promotion

Place

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Product Product refers to the merchandise i.e the range of clothes. Supplementary services included a component of fashion, life style and ambient shopping as an addition to the core product.

Pricing Pricing means Most widely used technique to price apparels.

Place Location Approachable Parking Promotion Print medium In store visual merchandising Loyalty programs

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2.8.6. LOGISTICS DEPARTMENT; Logistics means sale officers will give the indent to the buyers(stock requirements) as per the sales Buyers will raise the purchase order to the vendor. Then the vendor will give the stock as per the purchase order through sales tax invoice (tax invoice means 2.5% vat is raised by vendors) The invoice and purchase order will be received by security officers. Security officer will raise the inward register number and the stock will be received by European article number After receiving the stock, we will made goods received note By good received notes, the stock will be updated in SAP, then the stock will go to the floor and the customer will use the stock and at last the stock will be invoiced by cashier. Stock transfer category needs to raise stock transfer order. As per the stock transfer order, store warehouse will make stock transfer note. After giving the purchase order number, automatically purchase order will display in the system

Order creation: Vendor will get the requisition order from the concerned department Vendor will visit the section pertaining to their categories to discuss the requirements to the food bazaar Record the expiry date (date by which items needs to be delivered) Signing of purchase order: Final purchase order to be taken to the assistant store manager Warehouse in charge / assistant store manager to sign the purchase order
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CHAPTER - III
3. RESEARCH METHODOLOGY: Research Methodology is a way to systematically solve the research problem. It guides the researcher to do the research scientifically. It contains of different steps that are generally adopted by a researcher to study his research problem along with the logic behind them. Data become information only when a proper methodology is adopted. The research methodology includes the logic behind the methods we use in the content of our research study.

3.1 DATA COLLECTION METHOD: There are two types of datas that is 1. Primary data 2. Secondary data.

3.1.1PRIMARY DATA COLLECTION: Primary data is a data collected for the first time through field survey. The primary data was collected through an administrated questionnaire. The questionnaire consisted of a variety of questions that lay consistent with the objective of the research.

Source of primary data: 1. Experimentation 2. Observation 3. Questionnaire schedule We have the questionnaire source of primary data to collect information related to the project.

3.1.2. SECONDARY DATA: The websites of the service providers and various other researchers done in this area along with the websites. Besides these the availability of documents, files, notes and brochures provided by the big bazaar served as an additional secondary data for this research work.

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3.2. SURVEY METHOD: One of the most common and widely used primary data collection methods is used in the survey. With the survey, we can gather a wide range of valuable information.

3.3. SOURCES OF DATA: The data regarding the retail operation was collected from Big Bazaar Royapuram, Chennai with the use of questionnaire sources or primary data.

3.4. SAMPLING: Primary data can also be collected with the help of sampling method. Sampling is not something which is followed only is statistics, is used in everyday life. Sampling as a method is also used in research.

3.4.1. Methods of Sampling: 1. Random or Probability sampling 2. Non Random or Non Probability sampling

3.4.2. Sampling Population: The Big Bazaar, Royapuram Company is having more than 120 employees and the questionnaire was given to the workers and employees of the company.

3.4.3. Sample size: Out of more than 120 workers and employees of Big Bazaar in Royapuram, Chennai have successfully completed 120 samples, 120 workers and employees of the company has conveyed us the level of employee satisfaction obtained from the company.

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CH HAPTER R IV
ATA ANAL LYSIS AND INTERPRE ETATION: : 4. DA Table 4.1.1 Table e showing H How long ha ave you bee en working for this com mpany S Sl.No 1 2 3 4 T Total Criteria a Below 6 Mo onths 6 Month to o1 Year 1 year to 2 years y Above 2 Years No. of Res spondent 45 5 35 5 25 5 15 5 120 Chart 4.1.1 Chart t showing How long ha ave you bee en working for f this com mpany P Percentage 37.5% 29.17% 20.83% 12.5% 100%

Howlo onghaveyo oubeenworkingforthis scompany

40. .00% 35. .00% 30. .00% 25. .00% 20. .00% 15. .00% 10. .00% 5. .00% 0. .00% 37.5 50% 29.17 7% 20.83% % 12.50% Pe ercentage

Below w6 6Month hto 1yearto2 Above2 Mont ths 1Year r years Years

rence: Out of 120 samples, 37.5% is s Below 6 Months, M 29.17 7% 6 Month to 1 Year, 20.83% 1 Infer year to t 2 years an nd 12.5% is above 2 yea ar.
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Table 4.1.2 Table e showing My duties and responsi ibilities are clearly defi ined

Sl.No S 1 2 3 4 5 T Total

Criteria a Strongly Ag gree Agree Neither N agre ee nor disagree e Disagree e Strongly S Dis sagree

No. of Res spondent 20 0 35 5 40 0 15 5 10 0 120 Chart 4.1.2

Percentage P 16.67% 29.17% 33.33% 12.5% 8.33% 100%

Chart t showing M My duties and a responsi ibilities are clearly defi ined

Myduties d andre esponsibilitiesareclearlydefined

35.00 0% 30.00 0% 25.00 0% 20.00 0% 15.00 0% 10.00 0% 5.00 0% 0.00 0% 29.17% 7% 16.67 12 2.50% 8.33 3% Percentage 33.33%

Strongly Agree

Agree

N Neither Disa agree Strongl ly ag greenor Disagre ee d disagree

rence: Out of o 120 emplo oyees, 16.67 7% Strongly Agree, 29.1 17% agree, 33.33% 3 Neith her agree Infer nor disagree, d 12.5 5% Disagree e, 8.33% Strongly Disag gree.

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Table 4.1.3 Table e Showing th he organization provid des me better working environmen nt.

Sl.No S 1 2 3 4 5 T Total

Criteria a Strongly Ag gree Agree Neither N agre ee nor disagree e Disagree e Strongly S Dis sagree

No. of Res spondent 35 5 45 5 20 0 15 5 5 120 Chart 4.1.3

Percentage 29.17% 37.5% 16.67% 12.5% 4.16% 100%

Chart t showing th he organiza ation provid des me bette er working environmen nt

Organiz zationprovid desmebette erworkingenvironmen e nt

40 0.00% 35 5.00% 30 0.00% 25 5.00% 20 0.00% 15 5.00% 10 0.00% 5.00% 5 0.00% 0 37.50% 29.17% 16.67% 12.50% 4.16% Pe ercentage

Strong gly Agree Agree e

Neither Disag gree Strongly agree Disagree nor d disagree

Infer rence : Out of 120 employees, 29.17% Strongly y Agree, 37. .5% agree, 16.67% Neith her agree nor disagree, d 12.5 5% Disagree e, 4.16% Strongly Disag gree.

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Table 4.1.4

Table e showing T The Senior Management treats em mployees fai irly

Sl. No S 1 2 3 4 5 T Total

Criteria a Strongly Ag gree Agree Neither N agre ee nor disagree e Disagree e Strongly S Dis sagree

No. of Res spondent 40 0 30 0 25 5 15 5 10 0 120 Chart 4.1.4

Percentage P 33.33% 25.1% 20.83% 12.5% 8.33% 100%

Chart t Showing The Senior Manageme ent treats em mployees fai irly

TheSeniorMan nagementtreatsemp ployeesfairly

35 5.00% 30 0.00% 25 5.00% 20 0.00% 15 5.00% 10 0.00% 5.00% 5 0.00% 0 33.33% 25.10% 20.83% 12.50% 8.33% Pe ercentage

Strong gly Agree Agree e

Neither Disag gree Strongly agree Disagree nor d disagree

rence: Out of 120 empl loyees, 33.33 3% Strongly y Agree, 25.1% agree, 20.83% 2 Neith her agree Infer nor disagree, d 12.5 5% Disagree e, 8.33% Strongly Disag gree.

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Table 4.1.5 Table e showing P Paid Fairly for the wor rk I do it the e organizati ion.

Sl. No S 1 2 3 4 5 T Total

Criteria a Strongly Ag gree Agree Neither N agre ee nor disagree e Disagree e Strongly S Dis sagree

No. of Res spondent 8 22 2 45 5 25 5 20 0 120 Chart 4.1.5

Percentage P 6.67% 18.33% 37.5% 20.83% 16.67% 100%

Chart t Showing Paid Fairly y for the wor rk I do it the organization.

PaidFa airlyforthe eworkIdo oittheorg ganization n

40 0.00% 35 5.00% 30 0.00% 25 5.00% 20 0.00% 15 5.00% 10 0.00% 5.00% 5 0.00% 0 37.50%

18.33% 6.67 7%

20.83%

16.67% Pe ercentage

Strong gly Agree Agree e

Neither Disag gree Strongly agree Disagree nor d disagree

rence: Out of 120 emp ployees, 6.67 7% Strongly y Agree, 18.3 33% agree, 37.5% Neith her agree Infer nor disagree, d 20.8 83% Disagre ee, 16.67% Strongly S Dis sagree.

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Table 4.1.6 Table e showing Work timin ng are comf fortable in the organiza ation.

Sl. No S 1 2 3 4 5 T Total

Criteria a Strongly Ag gree Agree Neither N agre ee nor disagree e Disagree e Strongly S Dis sagree

No. of Res spondent 38 8 42 2 8 22 2 10 0 120 Chart 4.1.6

Percentage P 31.67% 35.% 6.67% 18.33% 8.33% 100%

Chart t Showing W Work timin ng are comf fortable in th he organiza ation.

Work ktimingarecomfortable eintheorga anization

35 5.00% 30 0.00% 25 5.00% 20 0.00% 15 5.00% 10 0.00% 5.00% 5 0.00% 0 31.67% 35.00%

18.33% 6.67% 8.33% Pe ercentage

Strong gly Agree Agree e

Neither Disag gree Strongly agree Disagree nor d disagree

rence: Out of o 120 employees, 31.67 7% Strongly y Agree, 35% % agree, 6.67 7% Neither agree nor Infer disag gree, 18.33% % Disagree, 8.33% 8 Strong gly Disagree e.

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Table 4.1.7

Table e showing H How much employees are a satisfied d with welfa are and safe ety amenitie es provi ided in the organization.

Sl. No S 1 2 3 4 5 T Total

Criteria a Strongly Ag gree Agree Neither N agre ee nor disagree e Disagree e Strongly S Dis sagree

No. of Res spondent 52 2 38 8 9 11 1 10 0 120 Chart 4.1.7

Percentage 43.33% 31.67% 7.5% 9.17% 8.33% 100%

Chart t Showing How much employees are satisfied d with welfa are and safe ety amenitie es provi ided in the organization.

Howmuchemployeesaresatisf fiedwithwe elfareand safety yamenitiesprovidedin ntheorganiz zation.

43.3 33% 45 5.00% 40 0.00% 35 5.00% 30 0.00% 25 5.00% 20 0.00% 15 5.00% 10 0.00% 5.00% 5 0.00% 0 31.67%

7.50%

17% 9.1

8.33% Pe ercentage

Strong gly Agree Agre ee

Neither Disag gree Strongly agree Disagree nor d disagree

rence: Out of 120 emp ployees, 43.3 33% Strongly Agree, 31.67% agree, , 7.5% Neith her agree Infer nor disagree, d 9.17 7% Disagree e, 8.33% Strongly Disag gree.

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Table 4.1.8 Table e Showing How many y employees feel secured and satisf fied with the eir job

Sl. No S 1 2 3 4 5 T Total

Criteria a Strongly Ag gree Agree Neither N agre ee nor disagree e Disagree e Strongly S Dis sagree

No. of Res spondent 50 0 25 5 15 5 18 8 12 2 120 Chart 4.1.8

Percentage 41.67% 20.83% 12.5% 15% 10% 100%

Chart t Showing How many y employees feel secured d and satisf fied with the eir job

How w manyem mployeesfeel f secure edandsati isfied

withth heirjob
60.0 00% 40.00% 20. .00% 0.00% Strongly Agree Agree Neither Disag gree a agree nor dis sagree 7% 41.67 20.83% 12.50% 5% 15 10% Pe ercentage Strongly ee Disagre

rence: Out of 120 empl loyees, 41.67 7% Strongly y Agree, 20.83% agree, 12.5% Neith her agree Infer nor disagree, d 15% % Disagree, 10% Strongly Disagree.

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4.2 SUGGESTION OF BIG BAZAAR Billing speed should be increased. Improve the quality in own brands specially electronics.

The employee should get good salary and compensation.

Good development class should be given to the team members to improve their knowledge.

Proper customer service should be done so that it can be easily explain and encourage in particular sale in the customer side.

Proper communication skill should be there so that the customer do not face and problem while communicating the employees or team members.

Proper advertisement should be given in media.

Air condition facilities should be there in logistics department.

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CHAPTER V
Findings and suggestion 5.1Findings Most of the employees are working for this company. The survey shows that 37.5% of the employee are working for this company below 6 months, 29.17% of the employees are working for 6 months to 1 year, 20.83% of the employees are working for 1-2 years and 12.50% of the employees are working for above in the company. Most of the employees think that my duties & responsibilities of this company are clearly defined. The survey shows that 16.67% of the employees strongly agree that my duties and responsibilities are clearly defined, 12.5% of the employees disagree and 8.33% of the employees strongly disagree that my duties and responsibilities of the company are clearly defined. The survey shows that 33.33% of the employees strongly agree that the senior management treat employees fairly and 12.50% of the employees disagree and 8.33% of the employees strongly disagree that the senior management treat employees fairly. According to the survey we can find out 31.67% of the employees say strongly agree that work timings are comfortable in the organization, 35% of the employees say agree, 18.33% of the employees say disagree and 8.33% of the employees say strongly disagree that work timings are comfortable in the organization. According to the survey, we can find out that 43.33% say strongly agree that the employees are satisfied with welfare and safety amenities provided in the organization, 31.67% say agree , 9.17% say disagree and 8.33% strongly disagree that the employees are satisfied with welfare and safety amenities provided in the organization.

According to the survey, we can find out that 41.67% say strongly agree that the
employees feel secured and satisfied with their job, 20.83% say agree, 15% say disagree and 10% say strongly disagree that the employees feel secured and satisfied with their job.
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5.2 Suggestion of Employees Satisfaction Employees can be provided with EMI card through which they can get discount on all items of big Bazaar. They should be provided with good working atmosphere in the organization. Employees can be given good wages and salary with incentives. They should be given full appreciation of work that is done by them. Employee should be given job security while they are working in the organization. Proper job satisfaction, decent salary and convenient work timings should be given to the employees. Employees can be provided with interesting work so that they feel interesting while doing the work. It is a number one company in retail open exposure in industry in Hyper Market.

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CHAPTER VI
Conclusion: Indian retail sector is witnessing one of the most hectic marketing activities of all times. The companies are fighting to win the hearts of customer who is god said by the business tycoon. There is always a first mover advantage in an changes in the buying habits of people. It has created formats, which provide all items less than one roof at low rates.

The consumers preferences are changing & they are moving from traditional Kirana stores to modern retails outlet. Its the main challenge to the modern retail outlets to attract the customers towards them form that of competitors. To attract more customers companies have to carry out the promotional activates in unique way. BIG BAZZAR has maintained that uniqueness & has succeeded to attracting customers.

The promotional activity of the company, which famous as less price than others as it says Nobody Sells Cheaper and Better is made its place in minds of customer. As the competition is becoming stiff in the market the activities conducted by the company are unique that have brought fruitful result to the company. Among them sales promotions is one of the leading activity or unique among all other activities & has high influence on the customer walkin.

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ANNEXURE
BIBLIOGRAPHY Text Books: 1. Marketing management by Philip kotler 2. Retailing Management by Ajay Pandit and Michael Levy 3. Advertising and promotion by George E.Belch and Michael A. Belch.

Website: 1. www.google.com 2. www.futuregroup.com 3. www.retailindustryabout.com 4. www.pantaloon.com

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Name Age

:.. Gender

:.. Qualification:.

Designation:... Department:. 1. Howlonghaveyoubeenworkingforthiscompany? Below6months 6monthsto1year 1Yearto2Year Above2Year 2. Mydutiesandresponsibilitiesareclearlydefined Stronglyagree Agree Disagree

Neitheragreenordisagree Stronglydisagree

3. Theorganizationprovidesmebetterworkingenvironment Stronglyagree Agree Neitheragreenordisagree Disagree Stronglydisagree 4. Seniormanagementtreatsemployeesfairly. Stronglyagree Agree Neitheragreenordisagree Disagree Stronglydisagree 5. IampaidfairlyfortheworkIdointheorganization Stronglyagree Agree Neitheragreenordisagree Disagree Stronglydisagree 6. Worktimingarecomfortableintheorganization Stronglyagree Agree Neitheragreenordisagree Disagree Stronglydisagree

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7. Iamsatisfiedwithwelfareandsafetyamenitiesprovidedinthe organization. Stronglyagree Agree Neitheragreenordisagree Disagree Stronglydisagree 8. Ifeelsecuredandsatisfiedwithmyjob Stronglyagree Agree Neitheragreenordisagree Disagree Stronglydisagree 9. Suggestionsifanytotheorganizationtodevelopmentfurther. .Thankingyou.

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