INTRODUCTION

As customer’s tastes and preferences are dynamic in nature, the market

scenario is also changing from time to time. Today’s market scenario is very
different from that of the market scenario before 1990.There have been many
factors responsible for changing market scenario. It is changing tastes and
preferences of customer which has bought in change in the market. Income
level of the people has changed; life styles and social class of people have
completely changed now than that of the golden days. There has been shift in
the market demand in today’s world. Technology is one of the major factors
responsible for this paradigm shift in the mark. New generation people are no
more dependent on the market and far off departmental stores. Today we can
see a new era in market with the opening up of many departmental stores,
hyper market, shopper’s stop, malls,branded retail outlets and specialty
stores. In today’s world shopping is not any more tiresome work rather it’s
pleasant outing phenomenon now.

My study is based on ongoing survey on customers of a hypo market named

Big Bazaar of Future Retail. Big Bazaar is a new type of market which came
into existence in India since 1994.It is a type of market where various kinds of
products are available under one roof. My study is on determining the
customer’s buying behavior of customer’s in Big Bazaar .My study will find out
the current status of big bazaar and determine where it stands in the current
market. This market field survey will help in knowing the present customers
tastes and preferences.It will help me in estimating the customer’s future
needs,wants and demands.

2. Objective of the Study

• To find out the buying behavior of the customers in the Health oil
Section under foodbazar,Big Bazar.
• To determine the deference between other health oils and exotic oils.
• To identify the preferences of the customers on health oil.
• To create awareness about the availability of exotic oils among the new
customers in Big Bazar, Jamshedpur.

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 • To know the satisfaction level of customers in Exotic oil products in Big
Bazar.

3. Scope Of Study
The scope of this research is to identify the buying of customers of Big
Bazar,Jamshedpur.This research is based on primary data and secondary
data.Due to time constraint only limited number of persons contracted.This
study only focuses on urban buying behavior of customers because rural
norms/status/attitude and acceptance of the rural customers differs with
urban customers.The scope of research is limited for urban are like
Jamshedpur.It provides help to further the research for organized retail sector
in urban ares.It aims to understand the skill of the company in the area like
technological advancements,competitive in management.

4. Significance of the Study

The study shows customers buying pattern with Big Bazaar in Jamshedpur
area. It provides guideline for further research in Jamshedpur area for
organized retail. Research says about customer buying behavior towards Big
Bazar, Jamshedpur.The study rate the customer satisfaction level with the Big
Bazar, Jamshedpur Area. The research is also important to identify the market
size, growth and Market potential of Big Bazaar in Jamshedpur. The research
shows the future scenario of Big Bazaar in current perspective .The study
shows opportunities and challenges for Big Bazaar respect of Internal And
external environment, Research says abut main competitors in the field of
organized retail sectors .The study provides guideline to further extension of
Big Bazar.The study Provides help to know the customers satisfaction with Big
Bazaar stores.

5. Limitations of the Study

Although all efforts was taken to make the result of the survey as accurate as
possible, there were certain constraints during the study.

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 • Some customers were not willing to give appointment due to their busy
schedule.
• Due to very large size of the population, only selected samples of
customers were contacted.
• Due to fast pace of life, some customers were unable to justify to the
questionnaire.
• Personal blazes might have come while answering the questionnaire.

6. Research Methodology
Technology, customer’s tastes and preferences play a vital role in today’s
generation .Research Methodology is a set of various methods to be followed
to find out various information regarding market strata of different products
and its position. Research Methodology is required in every industry for
acquiring knowledge of their products and brings changes.

6.1 Area of Study

The syudy is exclusively done in the area of marketing.It is the process
requiring care,sophistication,experience,business,judgement and imagination
for which there can no mechanical substitutes.

6.2 Research Design

Exploratory Research

6.3 Sampling Design

Non probability Sampling- Convenience Sampling

6.4 Sample Size

100 (Customers)

6.5 Data Collection

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Data is collected from various customers through personal
interaction.Structured questionnaire is prepared for collecting data.Data is
collected with mere interactions and formal discussion with different
respondents.Some other relevant information collected through secondary
data

6.6 Tools of Analysis

The market survey about the techniques of marketing and nature of
expenditure is carried out by personally interacting with the customers in Big
Bazaar, Jamshedpur.

7.0 Company Profile (Future Retail Ltd.)

7.1 Future Retail Ltd.

Overview

Future Group is an Indian conglomerate, founded by Kishore Biyani and

headquartered in Mumbai, Maharashtra, India. The company is known for
having a significant prominence in Indian retail and fashion sectors, with
popular supermarket chains like Big Bazaar and Food Bazaar, lifestyle stores
like Brand Factory, Central, etc. The group also has a notable presence in
integrated foods and FMCG manufacturing sectors. Future Retail
Limited and Future Lifestyle Fashions Limited, two operating companies of
Future Group, are among the top retail companies listed in BSE with respect
to assets, and in National Stock Exchange of India to market capitalization.
Future Group is a corporate group and nearly all of its businesses are
managed through its various operating companies based on the target
sectors. For example, retail supermarket/hypermarket chains Big Bazaar,
FBB, Food Bazaar, Food Hall, Hometown, etc. are operated by its retail
division, Future Retail Limited, while its fashion and clothing outlets Brand
Factory, Central, and Planet Sports are operated via another of its subsidiaries,
Future Lifestyle Fashions Limited. Furniture is retailed through HomeTown
stores in major cities and online. With these many fashion outlets and
supermarkets, the group also promotes its fashion and sports brands like
Indigo Nation, Spalding, Lombard, Bare, etc., and FMCGs like Tasty Treat,
Fresh & Pure, Clean Mate, Ektaa, Premium Harvest, Sach, etc.

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It Operates Multiple retail formats in both the hypermarket,
supermarkets of the Indian consumers market including:

Big Bazar- A uniquely Indian hypermarket chain.

Easy day- The convenient neighbourhood store offers refreshing shopping

experience to its customers.

Fashion At Big Bazar-Affordable fashion destinations aimed to make India

Thoda aur Stylish.

Food Bazaar- a supermarket chain that blends the looks and feel of Indian
bazaars with modern retail aspects like choicce,convenience and quality.

Food hall-a premium lifestyle food destination.

Hometown- One stop destination for every need of he aspiration Indian

Home Owner.

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Ezone- it brings to you the latest in electronics at the lowest prices. As
modern retail drives fresh demand and consumption in new categories, our
strategy is based on deep understanding of Indian consumers the products
they want, and making these products available in every city in every store
format. We are in line with our broad objectives of being a catalyst in India’s
Consumption-led growth and being a positive agent of change in the
communities we serve.

7.2 Manifesto
Rewrite Rules. Retain Values.

Our manifesto encourages us to explore unexplored areas and write new rules
to create new opportunities and successes.Our focus in striving for a glorious
future gives us strenghth and the ability to learn,unlearn and re learn our
ability to evolove.At Future Retail we do not wait for the future to unfold itself
but create future scenarios in the consumer space and facilitate consumption
because consumption means socio economic development for our
customers,employees,shareholders,associates and partners.

Our customers will not just get what they need,but also get them where,how
andwhen they need any products and service.

We will not just post satisfactory results,we will write success stories.We will
not just operate efficiently in the Indian economy,we will evolove it.We will
not just spot trends;we will sets trends by marrying our understanding of the
Indian consumer to their needs of tomorrow.

It is this understanding that has underwritten our success and will help us
succeed in the future as well.

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7.3 Group Mission
• We share the vision and behalf that our customers and
stakeholdersshall be served only by creating and executing future
scenarios in the consumption space leading to economic development.
• We will be trendsetters in evolovin delivery formats,creating retail
reality,making consumption affordable for all customers segments- for
classes and for the masses.
• We shall infuse Indian brands with confidence and renewed ambitions.
• We shall be efficient,cost-conscious and commited to quality in
whatever we do.
• We shall ensure that our positive attitude,sincerity,humanity and united
determination shall be driving force to make us successful.

7.4 Core Values

• Indianness: Believing in the Indian way and in oneself
• Leadership: In thought and in the business
• Respect and Humanity: In dealing with everyone within and outside the
organization
• Introspection: For continues learning, self development and personal
excellence
• Openness and Adaptability: Open to new ideas, knowledge and
proactive in meeting challenges emerging from changing business
scenarios
• Valuing and Nurturing Relationships: With customers, business
associates,stakeholders,communities and society
• Simplicity and Positivity: To foster innovation, speed and imagination
• Flow: Learn and be inspired from the universal laws of nature

7.5 Business Profile

RETAIL
Winning the Hearts of Indian Consumers

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Future Retail makes every effort to delight its customers, tailoring store
formats to changing Indian lifestyles and adapting products and services to
their desires. It operates some of India’s most popular hypermarket and
home solutions retail formats. Across value and lifestyles segments, our
multi format retail strategy formats. Across value and lifestyle segments,
our multi format retail strategy caters to various consumption needs of a
wide cross section of Indian consumers.

Future Retail Ltd. Focuses on the hypermarket,supermarket and home

solutions segment.

Its business is well capitalized to propel pure retail growth momentum. It

believes the Indian consumptions story is intact and the combination of
consumption and investment driven growth will power its success. Aim to
maintain its focus on increasing consumption demand through innovative
customer engagement activities.

It also aims to continue on the growth path through combinations of

realization efficiency and space expansion. Aims to maintain the
momentum of top line growth through continuous efforts to increase store
efficiencies and productivity as evident in improved.

HYPERMARKET AND SUPERMARKET-Exposing Indians to anal new

shopping experience

The hypermarket and supermarket business is led by Big Bazaa,fbb,Food

Bazaar and food hall feet, the company operates more than 300 Big
Bazar,fbb and food bazaar stores in over 244 cities across the country.

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Big Bazaar is an Indian retail chain of hypermarkets, discount department
stores, and grocery stores. The retail chain was founded by Kishore
Biyani under his parent organisation Future Group, which is known for having
a significant prominence in Indian retail and fashion sectors. Big Bazaar is also
the parent chain of Food Bazaar, Fashion at Big Bazaar (abbreviated as fbb)
and eZone where at locations it houses all under one roof, while it is sister
chain of retail outlets like Brand Factory, Home Town, Central, eZone, etc.
Founded in 2001, Big Bazaar is one of the oldest and largest hypermarket
chains of India, housing about 250+ stores in over 120 cities and towns across
the country.

Easyday is an Indian retail brand that runs chains of consumer

retail supermarkets and convenience stores. The brand is wholly owned by
future group Retail Future Enterprise announced its foray into retail in
February 2007 and the first store was opened in Punjab in April 2008. Easy
day presently has 523 stores across 12 states.
Future group Industries that owns and operate Big Bazaar, combined retail
operations with Easy day in May 2015. The merger has created one of India's
biggest retail chains with more than 890 stores in 246 cities in India.
The company made plans to expand zone-wise, starting with the northern
part of India. By November 2008, the company had 12 stores operational and
in the next month, Easyday opened its first medium-sized retail store, labeled
Easyday Market, in Ludhiana, Punjab.
In May 2009, Easyday opened its first store in Delhi NCR. Easyday had its
retail operations running in 70 stores by May 2010 in the states
of Punjab, Haryana, Uttar Pradesh, Rajasthan, among others.

Fashion at Big Bazaar, India’s style hub is redefining affordable fashion since
2008.From elegant office wear to daily essentials, from versatile ethnics
comfortable home wear to stylish new range of all the leisure,fbb curates
exclusive designs for its audience under it’s won private labels. With its

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mission to make India Thoda aur stylish,fbb is a popular youthful brand that
offers refreshing fashion trends at pocket friendly prices. The brand has
strong presence across all 7th metro cities,mini metros and also penetrates
well in tier II cities.

Food bazaar invites you for a shopping experience in a unique ambience. At

Food Bazaar you will find a hit herto unseen blend of a typical Indian bazaar
and international supermarket atmosphere.
Flagged off in April’02,Food Bazaar is a chain of large supermarkets with a
difference where the best of Western and Indian values have been put
together to ensure your satisfaction and comfort while shopping.
The western values of convenience, cleanliness and hygiene are offered
through pre-packed commodities and the Indian values of ‘see touch feel’ are
offered through the bazaar like atmosphere created by displaying staples out
in the open. The best of everything offered with a seal of freshness and purity
will definitely make your final buying decision a lot easier.

Foodhall , A premium lifestyle food superstore, Future Group’s ambitious

venture, is a pure gastronomical delight. Latching on to the love for global
cuisines, Foodhall is an answer hto every foodie’s inner epicure. Launched in
May 2011,Foodhall is one stop destination for a well travelled urban customer
who understands the nuances of gourmet cooking. An eye appealing exotic
store captures the novel concepts from around the world on one plateer.With
an aesthetic mix of Indian flavors with the west, the specialty store is a den of
discovery-of the finest foods and ingredients.
Foodhall appeals to every food connoisseur with its custom made gifts
hampers, monthly thematic festivals, beautiful display of fruits and vegetables,
a spice station, live demo kitchen and fresh sampling of ingredients in the best
possible combinations.

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These make shopping at Foodhall an enriching experience. A perfect blend of
culinary presentation and ingredients in Foodhall is at par with any
international gourmet food store. It has an extensive global variety in every
category- the offerings range from Tomatillo to gluten free breads such as
pizza dough, bagels,to range of super food options such as Greek Yoghurts, fat
free organic milk,Tofu,goumet chocolates,oilsand vinegars, smoked
salmo,mock meats,speciality cold cuts,teas,fresh truffles and various food
delights including a variety of Indian foods. Currently Foodhall is present in
Mumbai,Bengaluru,New Delhi And Gurugraon.
HOME SOLUTIONS- Complete home making solutions
The home solutions segment includes Hometown And Ezone Hometown is a
unique one stop destination for complete home making solutions. Ezone is an
experienced led lifestyle format that brings together the best in national and
international consumer electric and durables brands in a family-centric
environment.

It promises to make homemaking an enjoyable and hassle free experience

with the wide array of products and services. Offering includes a slew of
living room furniture,dining,bedroom furniture and furniture and future
essential,mattresses,modular kitchens,homefurnishing,décor,householdsand
bath luxury. Hometown offers customers a unique, personalized
shoppingexperience,and has grown to be India’s biggest store in homemaking
renovation and décor.
From classy sofas, tasteful décor items, elegant beds, dining sets to kitchen
essentials and artifacts, it houses everything to build and beautify homes. It
was first opened in and currently operates 35 stores in 17 cities and has
developed partnership with online retailers.

Founded in 2002 Ezone is present across India in the form of standalone

stores as well as at Group formats stores such as Big Bazaar, Hometown and

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Central. It houses the best of national and international electronics brands for
a range of products categories such as Audio, Accessories,
Communications,Computing,Home Entertainment, Home and Kitchen
Appliances,Imaging,Personal Entertainment And Gaming.
At Ezone,commited to offering lifestyle solutions depending on the needs of its
customers and offer the best price on the latest products, with the right
buying assistance. Ezone online an online extension of its brick and mortar
stores offering multiple convenient payment options including Cash on
Delivery and free home Delivery/shipping.
Further, services such as Easy Exchange, Extended Warranty, Instant Finance,
asterclass, Data Transfer and more ensure Together Forever.

7.6 BOARD OF DIRECTORS

Mr. Kishore Biyani, Managing Director
Kishore Biyani is an Indian businessman who is the Founder & CEO of Future
Group, one of India's biggest brick-and-mortar retailers. He is also the founder
of retail businesses such as Pantaloon Retail and Big Bazaar.
According to Forbes magazine, he had a net worth of US$1.78 billion in 2019.
Through the Future Group — to which he has attracted talented senior
employees from companies such as ICICI and Reliance Industries – Biyani has
taken an interest in business sectors such as insurance and the media. He has
had stakes in financial services, such as the Future Capital business, and in
agriculture through Future Agrovet, as well as the eZone electronics
retailer. The Big Bazaar and Food Bazaar brands, which have been targeted at
cost-conscious consumers, were compared to Wal-mart.
Mr. Rakesh Biyani, joint Managing Director
Mr. Rakesh Biyani is a Joint Managing Director of Future Retail Limited. He has
been associated with the company for over 20 years.
In his Executive role as a Joint Managing Director,Mr. Rakesh Biyani leads the
Management and expansion of the Company’s flagship formats, Central ,Big
Bazaar and Food Bazaar. Rakesh is actively involved in Category Management;
Retail stores operations and Information Technology.
Rakesh has done an Advanced Management Program course from Harvard
and is a commerce graduate from HR College Bombay.

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Mr. Rajan Bharti Mittal, Non Executive Director
Mr. Rajan Bharti Mittal served as the Managing Director at Bharti Enterprises
limited since April 1, 2007 and served as its group lead director of Wholesale
and Retail Business. Mr. Mittal serves as its Group Lead Director of Wholesale
and Retail Business at Bharti Retail Pvt. Ltd until April, 2007.
MS.Gagan Singh, Independent Director
Ms. Gagan Singh serves as the Chief Executive Officer of Business at Jones Lang
LaSalle India’s Singh serves as a Deputy Chief Executive Officer of Jones Lange.
LaSalle Meghraj .She serves as a Founder Member and Vice President of Youth
Reach. She has a rich expertise in operations and real estate. She served as
Managing Director of Benetton India Private Limited, until May 2007 and
served as its Executive director for four years.
Mr.Ravinder Dhariwal, Independent Director
Mr.Ravinder Dhariwal,also known as Ravi, serves as a senior Advisor of TPG
Growth, Prior to joining TPG.Mr.Dhariwal serves as an Executive Director for
Benet Coleman and Co. Limited. He has 38 years of experience building
consumer businesses all over the world. He served as the Chief Executive
Officer of Bennett Coleman And Co.Limited.He served as a Vice President of
Franchise for SE Asia at PepsiCo International. He worked with PepsiCo for 12
years.
Mr.Shailendra Bhandari, Independent Director
Mr. Shailendra Bhandari holds a Master degree in Management from lIM,
Ahmadabad is a seasoned finance professional having expertise in Banking,
Private Equity and Mutual Funds. He holds a Master degree in Management
from lIM, Ahmadabad. He was the Managing Director & CEO of ING Vysya
Bank Ltd and was a part of lNG's Leadership Group comprising its Top 100
people across all Global businesses.

Currently he is on the Board of Directors of Future Retail Ltd and is also

serving as a Senior Advisor to Gaja Advisors Ltd. a medium sized India focused
Private Equity Fund, active in both Finance and Non-Finance areas.

7.7 Companies of Future Group

• Future Retail(India Ltd)

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 • Home Solutions Retail India Limited
• Future Brands Limited
• Future Media (India) Limited
• Future Supply Chain Solution (Limited)
• Coverage
• Communications (India) Limited
• Future Service Knowledge Services (Limited)
• Future Capital Holdings Limited
• Future Generali India Insurance Company Limited
• Future Generali India Life Insurance Company Limited
• Future Bazaar India Limited
• Winner Sports Private Limited
• Staple Future Office Products Private Poducts Private Limited
• Converage
• Indus League Clothing
• Galaxy Entertainment Corporation Ltd
• Future Consumer Products Ltd
• Foot Mart Retail.

7.8 Products In Big Bazaar

Apparel and Accessories for Men, Women and Children.

Baby Accessories Toys Luggage

Cosmetics Home Textiles Linens
Crockery Household Appliances Utensils And Utilities
Sports Wear And Electrical Accessories Household Plastics
Accessories
Food Items Electronics Home Décor
Home Essentials Footwear Home Needs

7.9 SWOT Analysis

SWOT Analysis Of Big Bazaar with
USP,STP(Segmentation,Trageting,Positioning)-Marketing Analysis

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 Big Bazaar

Parent Company Future Group

Category Retail

Sector Lifestyle And Retail

Tagline/Slogan Is Se Sasta Aur Achcha Kahi Nahi!!!

USP Affordable Lifestyle

STP

Segment Price Sensitive Group

Target Group Uppe Middle Class And Lower Middle Class Group

Positioning Family Favor Retail Store

SWOT Analysis

Strengths 1. Affordability for middle class

2. Quality, choice and convenience
3. Wide range of products and service offerings
4. Strong presence in local markets
5. Attractive promotional offers
6. Large numbers of SKU provided to costumers
7. Good branding and advertising by also roping in
celebrity brand ambassadors.

Weakneses 1. Not known globally and restricted to the Indian

market only
2. No different game plan according to divergent
people, their lifestyles, tastes and budgets in India.

Opportunities 1. To Expand Globally By Tie Ups

2. Entering into high premium segments
3. Opportunity to expand into financial services to huge

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 segment
4. Increased rural penetration

Threats 1. Competitors global presence

2. Low priced brand perceived to be of low quality in
Indian Consumer Minds

Competition

Competitors 1. Reliance Retail

2. Lifestyle Retail
3. Aditya Birla More
4. Shoppers Stop

8. Theoretical Perspective
The CONCEPT OF RETAIL MANAGEMENT

Retail Management is the process which helps the customers to procure the
desired merchandise form the retail stores for their personal use. It includes

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all the steps required to bring the customers into the store and fulfill their
buying needs.

Retail management saves time and ensures the customers easily locate their
desired merchandise and return home satisfied.

What is retailing?

Retailing is a distribution process, in which all the activities involved in selling

the merchandise directly to the final consumer (i.e. the one who intends to use
the product) are included. It encompasses sale of goods and services from a
point of purchase to the end user, who is going to use that product.

Any business entity which sells goods to the end user and not for business use
or for resale, whether it is a manufacturer, wholesaler or retailer, are said to
be engaged in the process of retailing, irrespective of the manner in which
goods are sold.

Retailer implies any organization, whose maximum part of revenue comes

from retailing. In the supply chain, retailers are the final link between the
manufacturer and ultimate customer.

Types of Retailing

A. Store Retailing: Department store is the best form of store retailing, to

attract a number of customers. The other types of store retailing
includes, speciality store, supermarket, convenience store, catalogue
showroom, drug store, super store, discount store, extreme value store.
Different competitive and pricing strategy is adopted by different store
retailers.
B. Non-store Retailing: It is evident from the name itself, that when the
selling of merchandise takes place outside the conventional shops or
stores, it is termed as non-store retailing. It is classified as under:
1. Direct marketing: In this process, consumer direct channels are
employed by the company to reach and deliver products to the

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 customers. It includes direct mail marketing, catalog marketing,
telemarketing, online shopping etc.
2. Direct selling: Otherwise called as multilevel selling and network
selling, that involves door to door selling or at home sales parties. Here,
in this process the sales person of the company visit the home of the
host, who has invited acquaintances, the sales person demonstrate the
products and take orders.
3. Automatic vending: Vending machines are primarily found in offices,
factories, gasoline stations, large retail stores, restaurants etc. which
offer a variety of products including impulse goods such as coffee, candy,
newspaper, soft drinks etc.
4. Buying service: The retail organization serves a number of clients
collectively, such as employees of an organization, who are authorized to
purchase goods from specific retailers that have contracted to give
discount, in exchange for membership.
5. Corporate Retailing: It includes retail organizations such as corporate
chain store, franchises, retailer and consumer cooperatives and
merchandising conglomerates. There are a number of advantages that
these organizations can achieve jointly, such as economies of scale,
better and qualified employees, wider brand recognition, etc.

Scope of Retailing

Retailing has a very wide scope. It is one of the fastest growing industries in
India and is providing employment opportunities to many people. Retailing
provides employment in two ways. Firstly, it provides entrepreneurship
opportunities to the people and secondly, it provides employment to so many
people who cannot own the retail stores.

With the increase in the purchasing power of the people and the rural reach of
the retailers, the scope of retailing has increased manifold. The scope of
retailing can be viewed from the two viewpoints. One from the retailer’s, i.e.,
the entrepreneur’s perspective and the other from the employee’s
perspective.

The Emerging Sectors in Retailing:

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 • Retailers are changing their business formats, store designs, modes of
communication with customers and ways of handling commercial
dealings.
• Modern retailers are adapting new technology for marketing, retail
operations, and business transactions.
• Forward-thinking retailers are using social media to communicate with
the consumers.
• With the space crunch, modern retailers have learnt how to use every
inch of the floor constructively.
• Apart from opening online retail store, the retailers take the help of
Augmented Reality such as 3D mock-ups to let the customer try the
products on themselves.
• Retailers are working progressively on delivery of orders that
customers placed through online shopping.
• Retailers are bringing something new now and then to charm the
customers. Those places where internet is still not accessible, retailers
are exploiting the power of mobile phones to advertise their products

Modern Retail Formats

Today, the Internet has changed the way products are advertised and the
manner of selling-buying transactions.

Here are some modern innovations in retail −

• Modern retail businesses such as malls, specialty stores, and

hypermarkets are using micro development and contemporary
technology to increase customers’ shopping experience and in turn
generate business revenue.
• Around the year 2000, online retail startups started changing the face of
retail businesses around the world.
• Social media websites such as Facebook changed consumer behavior as
well as made retailers sweat out to take the benefits and develop their
brands.

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 • Modern e-commerce facilities enable faster transactions and allow
purchase on a simple 30-day credit facility.

E-Tailing

It is nothing but E-Retailing. It is the process of selling or purchasing the

products using Internet for B2B or B2C transactions. E-tailing process
includes the customer’s visit to the website, purchasing products by choosing
a mode of payment, product delivery by the retailer and finally, the customer’s
review or feedback.

E-tailing Benefits

• It does not require floor space to display products.

• It allows the customer having internet access to shop any time, any
place
• It saves time of the customer otherwise spent travelling to a shopping
place in the real world.
• It creates a platform for products from around the world, which are
imported by the e-tailor when the customer places an order.

Characteristics of Retailing:

1. It offers direct interaction with the customers:

None else in the channel comes across the customers as the retailer is the last
point. It is he who gets the feedback from the customers.

2. Small quantity makes large quantity:

A retailer is selling in small quantities through break bulk function. However,
the small quantities become large when aggregated.

3. Customer service:
A retailer provides different services to the customers, like home delivery and
credit facility.

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4. Point of sales promotion:
A manufacturer going in for sales promotion has to provide it to the final point
from where the customer buys. Sale, Point of Purchase display, discounts, etc.
have to be offered at this point only.

5. Different forms:
Retailers have undergone a sea-change. Traditionally retailers were in the
form of Hats, Melas, and Mandies; then the forms changed to mom-and-Pop
stores or Kirana stores, super bazars etc; and now the organised retail is
before us. From brick-and-mortar-stores now there are many forms of non-
store based retailers.

6. Location and Layout being Important:

Location is very important for the retailers; otherwise customer footfalls may
be a problem. Customers are time-poor and hence location is very important.
Apart from location, layout is equally important especially in the new retailing
environment. Ambience, the part of extended marketing mix is the necessity
rather than a luxury. It is because of this reason that most of the mom-and-
pop stores are undergoing interiors.

7. Big Employment Provider:

Retail sector is the second largest employer in India.

History of Retail Management

Barter system is considered as the oldest form of doing business in India.

Then it is Haats, Mandis and Melas are the retail formats that have been a part
of Indian landscape in the medieval period. For centuries, most merchandise
was sold in these retail formats of the local market place that operated
weekly by displaying their produce. As the journey was far and too slow,
consumers were dependent on local sources of supplies for perishable
goods. However for specialty items customers travelled long distances
and traders fetched from

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Abroad. International trade thrived from times immemorial. Other than these
local markets, it is peddlers who travelled long distances to bring products to
locations which were in short supply of goods. They could be termed early
entrepreneurs who saw the opportunity in serving the needs of the customers
for a profit .Even today these formats of retail are still favorable in some
corners of India
At the time of independence in 1947, India was in poverty with low
perception income. Retail was more focused on fulfilling basic necessities
rather than luxury items. Accordingly kirana stores formed the basis for the
emergence of retail in India. These stores catered to the fulfillment of human
needs of the local communities. For many years, retail in India has evolved to
support the unique needs of the diversified population, size and complexity.
Kirana stores were also known as multipurpose departmental stores
located in the residential areas that stocked multiple utility and were with
the purpose of providing convenient buying near door step of the consumer.
The evolution of PDS (Public Distribution System) of Grains in India having its
origin in the rationing system introduced by
The British during World War II. Eventually the government supported the
rural retail and many indigenous franchise stores came up with the help of
Khadi & Village Industries Commission. The economy began to open up in
the 1980s resulting in the change of retailing. Bombay Dyeing, S Kumar's
and Raymond’s are the companies that came with retail chains in textile
sector. Later Titan launched retail showrooms in the organized retail sector.

9. Data Analysis And Interpretation

1. Occupation

Occupation No Of Respondents %
A)Self Employed 17 18%
B)Unemployed 0 0%
C)Student 8 9%
D)Professional 20 21%
E)Retired 35 38%
F)Others 13 14%

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 Respondent's Occupation
0%
14% 9%
Students
Unemployed
18%
21% Self Employed
Retired
Professional

38% Others

Analysis And Interpretation: The Survey conducted with 100

sample(Respondents) of which the highest number of 35 respondents with
38% are Retired and 2nd highest with 20 respondents 21 % are professionals,
followed by 17,13,8 and 0 respondentsi.e 18%,14%,9% and 0% are Self
employed,Others,Students and Unemployed respectively.

The analysis clearly indicates the majority of the customers who comes to
purchase the oil products are Retired people. Thus it can be clearly
understand that maximum customers in oil sections are elderly people. It can
also be understood that the maximum numbers of Exotic oil customers
belongs to age group of 50 years and above followed by professionals.

2. How Do you often visit Big Bazaar, Jamshedpur?

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 Total No. of Visits to Big Bazaar,Jamshedpur

11
5 Once a week
35
Twice or More a week

15 Once a Month
Twice or more a month
Twice or more a year
Rarely
15
19

Analysis And Interpretation: The study shows the majority of the

respondents visit Big Bazar,Jamshedpur once a week with total number of 35
out of 100 followed by customers visiting twice or more a week with total
number of 19.The remaining followed by 15,15,5,11 numbers of respondents
visits Big Bazar,Jamshedpur once a month, twice or more a month, twice or
more a year and rarely respectively.

From the above analysis it can be understood the maximum number of

customers visits Big Bazar, Jamshedpur entertain new/changing customers’ in
a week.

3. Customers Awareness about the availability of Exotic Oil Products

like Olive/Canola.

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 Customers Awareness about the Availability
of Exotic Oil like Olive/Canala Oil

37
YES
NO

63

Analysis And Interpretation: According to the survey, it is found that the

63% of Respondents are aware of the availability of Exotic Oil Products And
the remaining 37% of the respondents are unaware of its availability in Big
Bazaar, Jamshedpur.

4. Brand Awareness (Exotic oil Product Brands of Olive and Canola

Oil)

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 Brand Awareness

Leonardo
26.19% Borges
37.28% Retael Salgado(RS)
Del Monte
10.70%
Bertoli

9.70% 9.70% Figaro

Karmiq
8.60% 15.11% Jivo
13.10% None

7.50%

Data Analysis and Interpretation: The study shows 37 Respondents have

zero knowledge about the availability of Exotic Oil Products and its brands. The
data also shows the maximum respondents who are aware of the availability of
Exotic oil Products are aware mostly of Leonardo brand with 26 respondents and
the least aware about Bertoli brand with7 respondents.

5. Source Of Knowledge about Exotic Oil Products (Olive/Canola)

Sources No. of Respondents %

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TV 14 22%
Magazines/Newspapers 9 14%
Stores 12 19%
Special Issues 5 8%
Peers 20 32%
Other Sources 3 5%

Sources Of Knowledge about Exotic Oil

Products (Oli)

22% TV
32% Magazines/Newspapers
Stores
Special Issues
14%
Peers
8% Other Sources
19%

Analysis And Interpretations: From the above chart it shows majority of

respondents comes to know about the availability of Exotic Oil Products like
Olive And Canola Oil from Peers,Tv,and Stores with 20,14 and 12 respondents
respectively. It clearly indicates peers plays major role as a source of
advertising Exotic oil Products.

6. No. of Exotic Oil Products Users/Non Users

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 No. of Users And Non Users

48 Users

52 Non Users

Analysis And Interpretation: The survey conducted in the oil section of Big
Bazar, Jamshedpur with focal point on Exotic Oil Products results among 100
samples out of which 52 respondents are non-users and 48 are users of Exotic
Oil Products like Olive/Canola.

7. Customers Awareness of Benefits of Exotic Oils

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 Customers Awareness about the benefits of
Exotic Oils
14 13

12 11

10
8
8

6 5 5

4
2
2

0
Better taste Healthier Non-Fattening Nutritious Pure Better for Heart

Analysis And Interpretation: The study shows out of 100 respondents less
than 50% of respondents are aware of its benefits. Out of which majority of
the respondents are aware of its benefits such as ‘Healthier and Non-
Fattening’. It can also be understood most of the users of Exotic Oil Products
consumes such products for such health benefits. On contrary, the majority of
respondents both users and non users are aware of different health benefits
offered by Exotic Oil Products like Olive/Canola.

8. How often do you purchase exotic oil like Olive and Canola?

Answers Respondents
Once a week 7
Twice a week 0

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Once a month 30
Twice a year 0
Rarely 9

No. of Purchases

9 7
0
Once a week
0
Twice a week
Once a month
Twice a year
Rarely

30

Analysis And Interpretation: The above data shows most of the customers
who uses exotic oils like Olive/Canola Oil purchase the oil products once a
month and some group of respondents purchase the products once a week or
rarely. The study also indicates no respondents purchase the products more
than once a week or twice or more a year.

9. In which of food do you use Exotic Oil?

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 Uses

4%
9%
20% Salad
7% Veg Dishes
Non Veg Dishes
Roast
17% 18% Sauces
Dips
Others

25%

Analysis And Interpretation: The data above shows the users of Exotic oil
products (Olive/Canola) use the oil for different cooking purposes. The data
analysis shows maximum number of users purchase the products for use in
Non Veg Dishes with 25% out of 100% of users in the samples followed by
Salad 20%,veg dishes 18%,roast 17 % and follows different other purposes as
shown in the above figure.

10. Quality Vs Price

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 Quality Vs Price
0

23 Agree
Strongly Agree

20 Moderate
Disagree
Strongly Disagree

16

Analysis And Interpretation: The above data shows a group of respondents

falls into the acceptance category of price rating with 23, 16,20 for
Agree,Strongy agree and Moderate respectively. From the above data analysis
we can understand the exotic oil products are offered at standard rate.

11. Factor(s) to consider when choosing oil products

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 a) Brand Image b) Price
c) Quality d) Heath Benefits

Factors to Consider when choosing oil

products

43
60 Quality
Price
Brand Image
Health benefits

32
17

Analysis And Interpretation: The survey on Exotic oil products comes to an

understanding that the majority of respondents consider health benefits
factor with a total response from 60 respondents being conscious of their
health.43, 32 and 17 being conscious of Quality, Price And Brand Image
respectively.

12. For non users: Have you ever thought of using Exotic oil in
future? (Yes/No)

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 19.37%

Yes
No

33.63%

Analysis And Interpretation: The figure shows the total number of non-
users respondents who would like to use the products in future. Out of 52 non
users respondents 33 respondents wishes to use exotic oil products in future
and the remaining 19 respondents are either in certain or will not use exotic
oil products in future.

13. Some Suggestions and Comments from the Respondents

a. Suggest everyone to use it irrespective of age or class,

consumption of Exotic Oil products gives you better health.

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 b. “I THINK THE PRICE IS TOO HIGH COMPARED TO OTHER
HEALTH OIL PRODUCTS”.
c. “Excellence cooking oil Products, Everyone should use it”.
d. “Best oil product for healthy Living”.
e. “Good for Cardiac Patients”.
f. “Everyone should choose Exotic Oils Products over other oil
products.”
g. “I would like to tell the non users of Exotic Oil Products to go oil
like Olive oil and other Exotic oil products to enjoy the maximum
health benefits.

10. Findings And Suggestions

10.1 Findings

• Most of the customers in heath oil section of big bazaar purchase

health oil products of Soybean, Sunflower or Mustard.

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• Exotic Oil products available in big bazaar fail to compete with
other oils in sales.
• Everyday offers/cut off prices are given in Exotic Oil Products
create loss in sale or generate minimum profit.
• Most of the users of Exotic Oil Products like Olive and Canola are
satisfied with the products.
• Customers are less informed about the Exotic oil products
available in the market.
• Most of the customers who purchase Exotic oil Products belong to
the age group of 50-70 years or above.
• Majority of Exotic Oil Products uses products in cooking/frying
dishes and less in other items like salads, dips, etc.
• The customers of exotic oil products give much concern on health
benefits which shows their health consciousness in making a
purchase.
• As compound to other Health oil products and other products of
big bazaar in general, lesser importance is given to Exotic Oil
products in terms of Advertisement on contrary to it sale
generation.
• Most of the customers are aware of the availability of the Exotic
Oil Products in Big Bazaar.
• Most of the customers are not aware about the health benefits
offered by Exotic Oils.
• Lesser effort is done by big bazaar to enhance the sales of Exotic
Oil Products.
• Some of the non users of Exotic oil products especially Olive Oil
Products do not purchase due to the high price as compared to
other health oil products.
• Majority Sales of Exotic Oil Products comes from the elderly and
professional people.
• The customer’s source of knowledge about the Exotic oil products
mostly comes from the peers.

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 • The highest sales of these products are generated in Wednesdays,
Saturdays and Sundays.
• Most of the customers buy the requirement in Big Bazaar on the
basis of Weekly and Monthly basis.
• Big Bazaar holds a huge customer base. The majority of customers
belong to middle class family.

10.2 Suggestions/Recommendations

• More measures in terms of advertisement should be taken to

attract more customers to purchase the products.
• Many customers are price sensitive and thereby go for the
products offered at a cheaper rate. Meanwhile Exotic Oil
products are expensive; therefore big bazaar should try to
create an impression about its health benefits through
different types advertising measures like personal
selling,pamphlets,hand-outs,newspaper,etc

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 • Position of Exotic oil products to more visible area where
customers can easily or first see those products. I.e. near the
entrance of food bazaar.
• Number of Discount days on Exotic Oil Products should be
minimised.
• It is suggested to give discount one day offers on Exotic Oils to
attract the new potential customers in big number.
• Salesperson in health oil section should be equipped with
proper and detailed knowledge about different health oil
products available.

11. Conclusion

Big Bazaar is a major shopping complex for today’s customers. It is a place

where customers find variety of products at a reasonable price. Big Bazaar has
a good reputation of itself in the market .It has positioned itself in the market
as a discounted store. It holds a huge customer base. The majority of
customers belong to middle class family. The youth generation also likes
shopping and moving around big bazaar. Volume sales always take place in

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big bazaar. Impulse buying behaviour of customers comes most of the times in
to play most of the time in big bazaar.

Big bazaar is a hypermarket as it provides various kinds of goods like

apparels, grocery, stationary, food items, electronic items , leather items,
watches, jewellery, crockery, decorative items, sport items ,chocolate and
many more. It competes with all the speciality stores of different products
which provide goods at a discounted rate all through the year. It holds large
customers are quite satisfied with big bazaar. As of now there are 34 Big
Bazaars in different cities of India, it seems that there is a vast growth of big
bazaar lying as customers demand is increasing for big bazaars.

Big Bazaar is a hypermarket store where varieties of products are being sold
on different product category. It has emerged as a hub of shopping specially
for middle class people.

Different types of products starting from a baby food to pizzas all are available
under one roof . In Delhi it is the middle class people who mostly do
marketing from big bazaar. Even the most of the people do their monthly
shopping from big bazaar. People not only visit big bazaar to do shopping but
also visit for outing purpose at it provides a very nice ambience to its
customers. As people go to malls they just tend to move around big bazaar
whether it is for shopping purpose or for outing purpose. Grocery, apparels
and food items are the products which are demanded most by the customers
of Jamshedpur in Big Bazaar. The major drawback of big bazaar is that it lacks
in providing enough parking space for its customers. This may discourage the
customers to come to big bazaar and shop as they face difficulty in parking
their vehicles; it is because of the parking space available to them by the mall.
As it is surveyed it seems that the biggest competitors of big bazaar are kirana
stores, discounted speciality stores like Vishal Mega Mart, Delhi Bazaar,
Mumbai Bazaar, Reliance Retail, Kolkata Bazaar, etc

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 12. Bibliography

Books:

• Mathur, U .C (2018), Retail Management: Text and Cases IKBooks,

ISBN10

• Mishra, Anil (2013), Summer Internship Simplified, Dreamtech Press,

ISBN13, ISBN10

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 Nayak P.V. (2005)

Websites:

• www.wikipedia.org
• www.slideshare.net
• www.futuregroups.in

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