1. INTRODUCTION:



Whether the buyer is satisfied after purchase depends on the offer’s performance in relationship to the buyer’s expectations, and whether the buyer interprets any deviations between the two. In simple word satisfaction is a person’s feeling of pleasure or disappointment that result from comparing a product’s perceived performance to their expectation. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectation the customer is satisfied. If the performance exceeds expectation the customer highly satisfied or delighted. Customer analyze of product performance depend on many factor. Customer often forms more favorable perception of a product with a brand they already feel positive about.

Singh and Kaur (2011) examined the factors that have an impact on customer satisfaction as regards the working of select Indian universal banks. Researcher uses the survey method by the questioner. All the data were collected through a questionnaire from selected respondents. The major findings of the study show that customer satisfaction is influenced by seven factors employee responsiveness, appearance of tangibles, social responsibility, services innovation, positive word of mouth, competence, and reliability.

Binta AbubakarAnalyzed on Customer satisfaction with supermarket retail shopping. The research was analyzed an Australian supermarket chain. The research was selected effective 800 respondents. Response rate of 75 % was positive. We investigated the customer ratings of importance of several attributes associated with supermarket shopping. Researcher concluded and suggested that since retail formats have become very standardized, corporate reputation is rated high and may be a source of sustainable competitive advantage.

2. RESEARCH METHODOLOGY



The study is based mainly on Primary data which is collected from Questionnaire and other data was directly collected from market visitor of Big Bazaar. Quantitative approach is used. The present study uses exploratory research design and descriptive research design. For the study select 300 visitor who take the visit of Big Bazaar. Total sample size divide in 4 categories on the basis of age like age between 15-25, 26-35, 36-45 and more than 46. The main objective of the study is to find out the satisfaction level of customer while they take visit of Big Bazaar. For the analysis statistical tools percentage and graphic presentation is used to measure the objective of the study.

3. DATA ANALYSIS AND INTERPITATION

In this part try to analyze the objective of the study is to identify customer satisfaction who visited Big Bazaar.. To find satisfaction level researcher analyzed 10 question regarding customer satisfaction, with the help of statistical tools and graphic presentation.




[3.1] QUESTIONARY ANALYSIS AND RESULT

Q.1 Are u a regular Coustomer of Big Bazar ?

Table:1

Particulars	Frequency	Percentage
Yes	206	69 %
No	94	31 %

Chart No:1



Above table and chart presented data regarding regular customer of Big Bazaar. From the above table no 1 out of 300 selected visitor 206 customer was regular customer, it indicate most of product purchase from big bazaar and 94 visitor are rare visit of the Big Bazaar. In the char it indicate 69 % visitor was regular basis visit the big bazaar mall. here I suggested Big Bazaar try to attract more and more customer.

Q.2 How many times you take visit of Big Bazr in a month ?

Table:2

Particulars	Frequency	Percentage
1 time	105	35 %
2 time	112	37 %
3 time	33	11 %
More than 3 time	51	17 %

Chart No:2



Above chart and table exhibited the data regarding How many times you take visit of Big Bazaar in a month. Form the above chart and table, we can analyze 35 % customer was visited 1 time visit of big bazaar followed by 37 % customers was visited 2 time and 11 % customers was visited 11 % and the remaining 17 % customers was visited more than 3 time in the month. I also analyze 51 customers was regular customers of big bazaar because this visitors was frequently visit of big bazaar. Maximum visitor was visit of big bazaar 2 time in the month.

Q. 3 How much you spent in a single time visit ?

Table:3

Particulars	Frequency	Percentage
01 to 500 Rs	98	33%
501 to 1000 Rs	107	36%
1001 to 5000 Rs	63	21%
above 5000 Rs	32	11 %

Chart No:3



Above chart and table presented regarding how much you spent in a single time visit. From the above data we can analyze 107 visitor was spent Rs 501 to 1000. It was 36 % followed by 98 visitor was spent Rs 1 to 500 and the remaining 95 visitor spent Rs 1000 to 5000. It clearly indicate the major visitor spent Rs. 1 to 1000. It mean 65 % visitor was spent less than 1000 Rs.

Q.4 Which Department you prefer most at Big Bazar ?

Table:4

Particulars	Frequency	Percentage
Food Department	70	23 %
Home Appliances	60	20 %
Garment Department	91	30 %
Electronics	26	09 %
Food Choupati	23	08 %
Food and Garment	15	05 %
Food and Home Appliances	10	03 %
Food and Electronics	05	02 %

Chart No:4



Above chart and table presented data regarding visitor visit most preferred department. From the above data we can examined maximum number of visitor was visit garment department that was 91 out of 300, followed by food department that was 70 visitor. we can also analyze from the above data only 5 person visit the food and electronics department but in sense of only food department was visited frequently. 20 % visitor purchases home appliances from big bazaar. We can also analyze customer major visited only two department Food and Garment department that was 23 % and 30% respectively.

Q.5 Do u get the product whatever you want ?

Table:5

Particulars	Frequency	Percentage
Yes	228	76 %
No	72	24 %

Chart No:5



Above chart and table presented the data regarding availability of product in big bazaar. From the above data 228 visitor out of 300 say he get the product they want and remaining 72 visitor 24 % of total selected respondent was not get the product they want. So here I suggested Big Bazaar was try to satisfy of its customer with provide the necessary product what they want.

Q. 6 what do you think about the store atmosphere?

Table:6

Particulars	Frequency	Percentage
Very Good	107	36 %
Good	143	48 %
Fair	38	13 %
Bad	9	3 %
Very Bad	3	1 %

Chart No:6



Above chart and table exhibited the data of atmosphere of the Big Bazaar. Form the above chart and table we can analyze 48 % of visitor was satisfied the atmosphere of the mall, 48 % respondent was says the atmosphere of big bazaar was good, followed by 35 % visitor says the atmosphere was very good. It indicate 250 customer out of 300 customer was positive response about the atmosphere of the mall. Only 4 % customer says the environment of the big bazaar was very bad and bad, so from this data we can conclude 83 % customer was say big bazaar was provide good environment.

Q.7 Are u satisfied with parking facility ?

Table:7

Particulars	Frequency	Percentage
Very Good	97	33 %
Good	127	42 %
Fair	43	14 %
Bad	17	06 %
Very Bad	15	05 %

Chart No:7



All the data of parking facility in big bazaar was presented in above chart and table. 33 % visitor says parking facility of big bazaar was very good, followed by 42 % visitor review regarding parking facility was good. Only 6 % and 5 % visitors say big bazaar parking facility was bad and very bad, So we can conclude overall parking facility was good because 75 % visitors say parking facility was good.

Q.8 Are u satisfied with response of employee ?

Table:8

Particulars	Frequency	Percentage
Very Good	104	35 %
Good	124	41 %
Fair	45	15 %
Bad	13	04 %
Very Bad	14	05 %

Chart No:8



Above chart and table exhibited data regarding response of employee. Employee response is effected on customer satisfaction. 35 % visitors say response of the big bazaar employee was very good, followed by 41 % visitor say response of employee regarding product and service was good So we can conclude 76 % visitor say employee response was good and this policy was good from the big bazaar point of view. Only 4 % and 5 % say the response of the employee was bad and very bad.

Q. 9 how much you like the scheme at the time of MAHA BACHAT DIN, Wednesday bazaar and daily discounting scheme?




Table:9

Particulars	Frequency	Percentage
Very Good	115	38 %
Good	128	43 %
Fair	36	12 %
Bad	10	03 %
Very Bad	11

Chart No:9



Above chart and table presented data regarding MAHA BACHAT DIN. 115 visitors out of 300 say MAHA BACHAT DIN wasd a good scheme of big bazaar, followed by 43 % visitors say this type of scheme was good nad 12 % visitors say this type scheme was fair and only 7 % people say this scheme was bad. So we can conclude from this chart and table 81 % people was satisfied with this type of scheme.

Q. 10 Do u aware about the service of BIG Bazaar ?

Table:10

Particulars	Frequency	Percentage
Pay back card	141	47 %
T24 card	124	41 %
Both	35	12 %

Chart No:10



Above chart and table presented data regarding service of big bazaar. Big bazaar provide two type of service that was payback card and T24 card, 141 customer out of selected 300 respondent was afraid with pay back card service and 124 visitor afried with T24 Card service. Only 35 visitor out of 300 was afraid with both type of service, So here we suggested big bazaar management should try to afraid to all visitor to this type of service.

4. CONCLUSIONS



From the above analysis it has been concluded 70 percentage customers was satisfy with the Big Bazaar Service and take regular visit to the Big Bazaar. It can be also concluded the average spent money for purchase of product by the customers was between 100 to 1000 at one time visit. Garment and food department product was more demanded by the customers. Parking facility, atmosphere and response of employee of Big Bazaar was very good and more than 70 % customers were satisfied with them. More than 80 percentage customers was satisfy with MAHA BACHAT DIN scheme. Finally conclude from the above analysis Big Bazaar was provide best service to the customers and try to more satisfy them.

5. SUGGESTION



Here suggested to Big Bazaar should try to attract more customers with the help of new scheme of discount. It has been also suggested Big Bazaar should try to improve its parking facility. Finally suggestion was Big bazaar try to increase its number of products because 30 % costumer not get the product were they want.

REFERENCES :

1. Philip Kotler (2009) Marketing Management, Dorling Kindersley (India) Pvt. Ltd. 13th Edition, New Delhi, pp-120
2. Singh, J., & Kaur, G. (2011), Customer satisfaction and universal banks: An empirical study, International Journal of Commerce and Management, 21 (4), 327-348.
3. Pratap Chandra Mandal and Sujoy Bhattacharya (2013) Customer Satisfaction in Indian Retail Banking-A Grounded Theory Approach The Qualitative Report 2013 Volume 18, Article 56, pp 1-21
4. Binta Abubakar, Swinburne University of Technology, Felix Mavondo Clayton Campus, ValClulow Swinburne University of Technology www.researchgate.net