Introduction To The Problem Of Consumer And Customer Satisfaction In BIG Bazaar

CHAPTER 1

INTRODUTION

1.1 INTRODUCTION TO THE STUDY

Consumer or Customer satisfaction is defined as “the number of consumers or percentage of total consumers, whose reported experience with a firm, its products, or its services exceeds specified satisfaction goals”. Consumer satisfaction is how happy a consumer is with a product or service, both in the producer’s performance as well as the company’s delivery of the product to the market.

In the midst of shift and fierce competition and increased number of retail outlets providing a variety of products, customers or consumers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer or consumer satisfaction plays

Here the problems are:

• Some consumers are not satisfied with service, new schemes and offers.

• Certain consumers are not satisfied with the service delivery.

• Few numbers of consumers are not satisfied with the products cleanliness and physical condition of BIG BAZAAR products.

• Consumers are not satisfied with the Loyalty programs of BIG BAZAAR.

The research problem of the study was How to improve consumer satisfaction in BIG BAZAAR.

1.3 NEED FOR THE STUDY

The research was undertaken to study and analyze the consumer satisfaction with respect to dimensions of the service quality towards the Big Bazaar. There are various factors that adversely affect the consumer’s buying behavior to Big Bazaar. This study helped to identify the specific factors, which influence the consumers to buy the Big Bazaar’s products and service.

Consumer satisfaction is how happy a consumer is with a product or service, both in the product’s performance as well as the company’s delivery of the product to the market. This study has helped to understand the consumer’s response towards Big

• A business or person that sells goods to the consumer as opposed to a wholesaler or supplier, who normally sell their goods to another business.

2.1 INDUSTRY PROFILE The Indian retail industry has experienced high growth over the last decade with noticeable shift towards organized retailing formats. The industry is moving towards a modern concept of retailing. The size of India’s retail market was estimated at IS $ 435 billion in 2010. Of this, US $414 billion (95% of the market) was traditional retail and US $ 21 billion (5 % of the market) was organized retail. India’s retail market is expected to grow at 7 % over the next 10 years, reaching a size of US $ 850 billion by 2020.

Traditional retail is expected to grow at 5 % and reach a size of US $ 650 billion (76 %) which organized retail is expected to grow at 25 % and reach a size of US $200 billion by 2020. The US- based global management consulting firm, AT Kearney, in its Global Retail Development Index (GRDI) 2011, has ranked India as the Fourth most attractive nation for retail investment, among 30 emerging