Study of customer satisfaction at Big Bazaar & provide measures for retaining customers. INTRODUCTION Defining Customer Satisfaction: It is a measurement or indicator of the degree to which customers or users of an organizations products or CONCLUSION A highlights of the study on customer satisfaction towards the Big Bazaar, Royapuram product76% people like our product mostly the emr provide small scale industries,80%people accepted our product but some people provide more better sales and services Inferred that % of people strongly agree respondents, % company people agree,% people respondents to /5(24) LITERATURE REVIEW 2. 1 Role of Culture, Cultural Dimensions in Consumer Behaviour Hofstede () refers to culture as the collective programming of the mind which distinguishes the members of one group or category of people from another. Culture refers to a set of values, ideas, artifacts and other meaningful symbols that help individuals to communicate, interpret and evaluate as members of /5(5)
Literature Review of BIG BAZAAR | PDF | Consumer Behaviour | Retail
NARENDRA RAHUL Registration number who carried out the research under my supervision. Certified furtherthat to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree or award literature review on customer satisfaction in big bazaar by scribd conferred on an earlier occasion on this or any other candidate.
The study has been undertaken in partial fulfillment for the Degree of Master of Business Administration at Easwari Engineering College, Chennai affiliated to Anna University. I also declare that this project has not been submitted to any other institutions or university, for the award of any Degree or Diploma. In the first instance, I oblige to the Honorable Chairman, Dr. Shivakumar, the principal Dr.
Jothi Mohan Balasubramanian. I take this opportunity to convey my sincere thanks to the Head of the Department Dr. Subramaniyan, for the cooperation and support given during the course of the project. I take the privilege to extend my hearty thanks to my Internal Project Guide Mrs.
Hemalatha for her valuable and invariable suggestion and encouragement in carrying out this project successfully. I take this opportunity to express my deep sense of gratitude and sincere thanks to Mr. Dinesh HR MANAGER and to the management of who spent their valuable time in helping me to finish the project.
Last but not the least; I would like to thank my parents and friends for providing all the necessary support throughout the study without which this study would be an unaccomplished task. Defining Customer Satisfaction: It is a measurement or indicator of the degree to which customers or users of an organizations products or services are pleased with those products or services. Customer satisfaction to a company can be defined as:. The company's ability to fulfill the business, emotional, and psychological needs of its customers.
Quality of service delivery expected by the customers. An internal drive to satisfy an unsatisfied need of customer. Providing good service in a pleasant manner and meeting the customer's expectations; The measure of the degree to which a product or service meets the customer's expectations. Measuring Customer Satisfaction Most companies say that they believe in great customer service, but few set up a system to ensure that they provide it.
To deliver excellent customer service takes both understanding what your customers want and the way to see that they receive it. Delighted Customers Are Profitable: It is widely accepted that it is almost five times more profitable to sell to an existing customer than to find a new customer. More important, the difference between satisfied customers and very satisfied customers can make a big difference in customer repeat business and the profits. Measuring client satisfaction is very important and distinguishing between degrees of satisfaction by using customer surveys is crucial.
Measuring Customer Satisfaction There are several ways to gather input from customers. The simplest way to find out how customers feel and what they want is to ask them. If you have only 20 customers, you can talk to each one personally. The advantage of this approach is that you'll get a personal "feel" for each customer. The disadvantage is that you'll gather different information from each customer depending on how the conversation goes.
Customer surveys with standardized survey question insure that you will collect the same information from everyone. Remember that few of your customers will be interested in "filling out a questionnaire". It's work for them without much reward. By launching a customer survey as an attempt to find out "how we can serve you better" -- your customers will feel less put upon. These facts underscore the need to satisfy your current customers so they remain with your organization.
Ensuring their satisfaction is vital to your long-term business survival and profitability. The technology available to both you and your competitors has made it easier to duplicate each others products or services. Because of this, it is increasingly difficult to rely on features alone to differentiate yourself from the competition.
Excellent customer satisfaction is one of the few ways to achieve a sustainable competitive advantage. Satisfaction and dissatisfaction affects your organizations bottom line The value of satisfaction is often underestimated.
Loyal customers affect an organizations success, which can be difficult to quantify. Loyal customers grow your business by increasing market share. Over a lifetime, a loyal customer purchases more, purchases at a premium they are less sensitive to pricecosts less to sell to, literature review on customer satisfaction in big bazaar by scribd, and refers your business to others.
Industry Insight - Indian Retail Industry The retail sector in India is witnessing a huge revamping exercise as traditional markets make way for new formats such as departmental stores, hypermarkets, supermarkets and specialty stores. Western-style malls have begun appearing in metros and second-rung cities alike introducing the Indian consumer to a shopping experience like never before.
The Indian Retail Sector The Indian Retail Sector is at an inflexion point, with changing demographics driving growth of organized retailing and driving growth in consumption. Along the way, the modern retail business will create about 1. to McKinsey. Modern retailers will not only create employment opportunities but also would help raise Indias overall economic productivity and could also result in lowering prices of goods.
With changing demographic and economic profile of the Indian population, it is believed that India is expected to experience accelerated consumption over the next few years, literature review on customer satisfaction in big bazaar by scribd.
Growth in organized retail In sharp contrast to the global retail sector, retailing in India though large in terms of size is highly fragmented and unorganized. With close to 12 million retail outlets India has the largest retail density in the world. However, most of these retail outlets belong to the unorganized sector.
The Indian retail industry is evolving in line with changing customer aspirations across product groups, with modern formats of retailing emerging.
Organized retail derives its advantages in generating operational efficiencies while simultaneously catering to rising consumer aspirations. Size drives economies on procurement, literature review on customer satisfaction in big bazaar by scribd lowers logistics and marketing costs while delivering better value to customers in terms of lower price, better quality, greater selection, improved service and in store ambience.
COMPANY PROFILE Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail India Limited. Kishore Biyani is the Managing Director of Pantaloon retail India Ltd and the Group Chief Executive Officier of Future Group. Pantaloons family store, an organized retail sector was opened in This was followed by the opening of Big bazaar, a uniquely Indian hypermarket format literature review on customer satisfaction in big bazaar by scribd democratized shopping in India.
Big Bazaar was launched in September, with the opening of its first four stores in Calcutta, IndoreBangalore and Hyderabad. Currently, there are stores across 90 cities and towns in India covering around 16 million sq. of retail space. In Tamil Nadu, Big Bazaar is designed as an agglomeration of bazaars or Indian markets with clusters offering a wide range of merchandise including fashion and apparels, food products, general merchandise, furniture, electronics, books, fast food and leisure and entertainment literature review on customer satisfaction in big bazaar by scribd. Big Bazaar guaranteed that definitely best products offered at the best prices.
Over 1,70, products under one roof that cater from apparel to general merchandise like Plastics, Home Furnishings, Utensils, Crockery, Cutlery, Sports Goods, Car Accessories, Books and Music, Computer Accessories and many, many more. Big Bazaar is the destination where products available at prices lower than the MRP, setting a new level of standard in price, convenience and quality, making Big Bazaar, India's favourite shopping destination. Wednesday Bazaar -Big Bazaar introduced the Wednesday Bazaar concept and promoted it as Hafte Ka Sabse Sasta Din.
It was mainly to draw customers to the stores on Wednesdays, when least number of customers is observed. According to the chain, the aim of the concept is "to give homemakers the power to save the most and even the stores in the city don a fresh look to make customers feel that it is their day". Sabse Sasta Din- With a desire to achieve sales of Rs 26crores in a one single day, Big Bazaar introduced the concept of "Sabse Sasta Din".
The idea was to simply create a day in a year that truly belonged to Big Bazaar. This was launched on January 26, and. the result was exceptional that police had to come in to control the mammoth crowd.
The concept was such a huge hit that the offer was increased from one day to three days in 24 to 26 Jan and to five days in Jan. Maha Bachat- Maha Bachat was started off in as a single day campaign with attractive promotional offers across all Big Bazaar stores.
Over the years it has grown into a 6 days biannual campaign. It has attractive offers in all its value formats such as Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar - catering to the entire needs of a consumer. The Great Exchange Offer-On February 12, Big Bazaar launched "The Great Exchange Offer", through with the customers can exchange their old goods in for Big Bazaar coupons.
Later, consumers can redeem these coupons for brand new goods across the nation. Several promotion schemes practiced at Big Bazaar Online shopping cash on delivery Exchange offers like Junk swap offer Payback card Future card Wednesday bazaar Brand endorsement by Asin and M. Dhoni Advertisement print ad, radio and TV. Customer satisfaction is a highly personal assessment that is greatly influenced by individual expectations.
Some definitions are based on the observation that customer satisfaction or dissatisfaction results from either the confirmation or disconfirmation of individual expectations regarding a service or product. To avoid difficulties stemming from the kaleidoscope of customer expectations and differences, some experts urge companies to concentrate on a goal thats more closely linked to customer equity.
According to Kotler-Customer satisfaction depends on the products perceived performance relative to buyers expectations. If the product performance falls short of expectations, the customer is dissatisfied. If performance matches expectations, the customer is satisfied. If performance exceeds expectations, the customer is highly satisfied or delighted. Outstanding marketing companies go out of their way to keep important customers satisfied.
Highly satisfied customers make a repeat purchases and tell others about their good experience with the product, literature review on customer satisfaction in big bazaar by scribd. The key is to match customer expectation with company performance. Smart companies aim to delight customers by promising only what they can deliver, literature review on customer satisfaction in big bazaar by scribd, then delivering more than they promise.
However, although the customer-centered firm seeks to deliver high customer satisfaction relative to competitors, it does not attempt to maximize customer satisfaction. A company can always increase customer satisfaction by lowering its price or increasing its services. But this may result in lower profits. Thus, literature review on customer satisfaction in big bazaar by scribd, the purpose of marketing is to generate customer value profitability.
This requires a very delicate balance: The marketer must continue to generate more customer value and satisfaction but not give away the house. The gulf between satisfied customers and completely satisfied customers can swallow a business.
What is Customer Satisfaction? - Definition and How to Measure Customer Satisfaction
, time: 4:05Customer Satisfaction at Big Bazaar | Customer Satisfaction | Retail
LITERATURE REVIEW 2. 1 Role of Culture, Cultural Dimensions in Consumer Behaviour Hofstede () refers to culture as the collective programming of the mind which distinguishes the members of one group or category of people from another. Culture refers to a set of values, ideas, artifacts and other meaningful symbols that help individuals to communicate, interpret and evaluate as members of /5(5) Study of customer satisfaction at Big Bazaar & provide measures for retaining customers. INTRODUCTION Defining Customer Satisfaction: It is a measurement or indicator of the degree to which customers or users of an organizations products or Aug 04, · Customer Satisfaction in Big Bazaar - Free download as Word Doc .doc /.docx), PDF File .pdf), Text File .txt) or read online for free. TRTY
No comments:
Post a Comment