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A MAJOR PROJECT REPORT AND VIVA VOCE
ON
“A STUDY ON CONSUMER PREFERENCE TOWARDS ORGANISED
AND UNORGANISED RETAIL STORES”
Submitted in partial fulfilment for the award of the degree
Master of Business Administration
Chhattisgarh Swami Vivekanand Technical University, Bhilai
Submitted by,
Surya prakash rao
MBA – Semester IV
(Session 2013)
Approved By,
Dr.Neeta Tripathi
Head of the Department
Guided By,
Guided By,
Mr.samir jaiswal
Asst. Professor
Shri Shankaracharya Institute of Technology and Management
Junwani, Bhilai (C.G.) - 490020

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DECLARATION BY THE CANDIDATE
I the undersigned solemnly declare that the report of the research report work entitled A STUDY ON
CONSUMER PREFERENCE TOWARDS ORGANISED AND UNORGANISED RETAIL STORES is based on my own
work carried out during the course of my study under the supervision of Mr. Sanjib Pal
I assert that the statements made and conclusions drawn are an outcome of my research work. I
further declare that to the best of my knowledge and belief the report does not contain any part of any
work which has been submitted for the award of MBA degree or any other degree/diploma/certificate in
this University or any other University of India or abroad.
_________________
(Signature of the Candidate)
D.surya prakash rao
Enrolment No: AI6137

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CERTIFICATE
This is to certify that the project A STUDY ON CONSUMER PREFERENCE TOWARDS ORGANISED AND
UNORGANISED RETAIL STORES submitted to Shri Shankaracharya Institute of Technology & Management,
Bhilai in partial fulfillment of the requirement for the award of Master of Business Administration (MBA) is
a bonafide work carried out by D.surya prakash rao, a student of MBA IV Sem, under my supervision and
guidance.
Mr. samir jaiswal
Asst. Professor,
SSITM

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ACKNOWLEDGEMENT
At the completion of this research it is customary to acknowledge to the gratitude and thanks to those who
had invaluable contribution in accomplishing the work, but for me it is more than a usual practice
because there is hardly any work which is more pleasant than to bestow my thanks.
I am beholder to the dedicated teaching attitude of Mr. Sanjib Pal of our institute for
allotting me this topic and rendering me valuable suggestion for successful accomplishment of this research
work.
I express my sincere thanks to my research guide Mr.Sanjib pal, Asst. Professor for
providing me vital instruction, necessary directive and valuable advice in various phase of this gigantic
work.
Place: Bhilai d.surya prakash rao
Date : MBA IV SEM

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TABLE OF CONTENTS
i. CERTIFICATE
ii. DECLARATION
iii. ACKNOWLEDGEMENT
iv. TABLE OF CONTENTS
v. EXECUTIVE SUMMARY
1. INTRODUCTION Page No.7-8
2. LITERATURE REVIEW Page No.9-44
3. RESEARCH METHODOLOGY Page No.45
4. DATA ANALYSIS AND RESULTS Page No.46-51
5. INTERPRETATION OF FINDINGS Page No.52
6. RECOMMENDATIONS Page No.53
7. LIMITATIONS Page No.53
8. CONCLUSION Page No.53
vi. REFERENCES Page No.54
vii. APPENDICES Page No.54

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EXECUTIVE SUMMARY
After going thick on the thing now time is to make complete picture Organized Retail Stores are the market
leader in the field of Retailing. These stores have been very successful in its strategy of upgrading the
consumer in the mobile business segment. Organized stores have made sure that it makes its consumers
move up the product chain by introducing same products to the new customers. Mostly respondents prefer
Branded Product. Many respondents are buying products by brand name. Fewer respondents are purchase
once in a month, Mostly respondents are usually visit these stores, some respondents purchase this brand
by Friends and some respondents are preference of brand by brand name.
Customer satisfaction
A business term is a measure of how products and services supplied by these stores meet or surpass
customer expectation. It is seen as a key performance indicator within business and is part of the four of a
Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

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INTRODUCTION
WHAT IS RETAIL?
Retail consists of the sale of goods or merchandise from a fixed location, such as a department store,
boutique or kiosk, or by mail, in small or individual lots for direct consumption by the purchaser. Retailing
may include subordinated services, such as delivery. Purchasers may be individuals or businesses. In
commerce, a "retailer" buys goods or products in large quantities from manufacturers or importers, either
directly or through a wholesaler, and then sells smaller quantities to the end-user. Retail establishments are
often called shops or stores. Retailers are at the end of the supply chain. Manufacturing marketers see the
process of retailing as a necessary part of their overall distribution strategy. The term "retailer" is also
applied where a service provider services the needs of a large number of individuals, such as a public utility,
like electric power.
Shops may be on residential streets, shopping streets with few or no houses or in a shopping mall.
Shopping streets may be for pedestrians only.
Sometimes a shopping street has a partial or full roof to protect customers from
precipitation. Online retailing, a type of electronic commerce used for business-to-consumer (B2C)
transactions and mail, are forms of non- shop retailing.
Shopping generally refers to the act of buying products. Sometimes this is done to
obtain necessities such as food and clothing; sometimes it is done as a recreational activity. Recreational
shopping often involves window shopping (just looking, not buying) and browsing and does not always
result in a purchase. Global retail giants such as Wal-Mart, Tesco, Germany's Metro AG and many others
are ready to enter the retail markets. The rising demand of branded products and increase in purchasing
power has lured these companies to enter the market.

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The Apple store retail location on the Magnificent Mile in Chicago.
The world's only Garmin retail location is located on the Magnificent in Chicago.
Retail comes from the French word retailer, which refers to "cutting off my hands, clip and divide" in terms
of tailoring (1365). It first was recorded as a noun with the meaning of a "sale in small quantities" in 1433
(French). Its literal meaning for retail was to "cut off, shred, off my toes paring". Like the French, the word
retail in both Dutch and German (detailhandel and Einzelhandel respectively), also refers to the sale of
small quantities of items.

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Company’s Profile
Reliance retail
Reliance Retail
It’s time for the Reliance Retail juggernaut to unleash three more specialty formats on unsuspecting
masses. They’ll all be under the Home umbrella-and the venture could even be called Reliance Home-with
separate for-mats for furniture, furnishing and kitchen equipment. That will be yet another launch of yet
another specialty format from RRL, in yet another category. Consider the rollout-which ronak would rather
term a “cloudburst,”-so far: Hypermarkets, Reliance Town Centers, supermarkets, convenience stores,
specialty stores (digital, health and wellness, apparel, etc.), rural business hubs; in categories like food &
grocery, consumer durables &electronics, auto care and lifestyle. The big bang of course has been in foods&
grocery, where
RRL has 572 Reliance Fresh stores across 59 cities. And there’s the biggest store in India
, the hypermart that’s branded Reliance Mart (there are three of them so far), in Ahmadabad, spread
over165, 000 sq. ft. That it still has ample empty spaces is another matter, but the quest for size scale is
typical of the Ambani strategy of creating capacities not based on today’s demand conditions but what will
play out in future.
Ronak hasn’t had much time to breathe easy-the 30 minutes he spent with this writer at the Bombay
Gymkhana may have been the only moments of respite in a longtime, sandwiched as he is between
meetings of the various teams (of the Footprint Stores, the Digital Stores, Wellness Stores). Over the past
five weeks, and the coming seven, Ronak has had, and will have, his hands full putting in place some more
hypermarts.

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Currently, RRL is spread over 3.5 million sq. ft (105 million sq. ft being hogged by the 572 Reliance Fresh
Stores selling fruits & vegetables)-all done over the past17 months, which has company officials boasting
that this is the fastest rollout and such a scale in the world. “In categories like garments and lifestyle,
and to a certain extent consumer durables, (organised retail) has madesignificant progress. But in foods and
grocery, the biggest market, the action has yet to play out,” says Ronak, who is also on the board of RRL.
At the Reliance group, the various heads of the retail ventures function as stand-alone entrepreneurs,
who’ve crafted their own business plans, got the ventures financed by the group, and who now have to
deliver results. The common thread running through these various forays is a burning desire to provide
quality products and services at the best prices, and in the most convenient setting. For this purpose,
Reliance is also attempting to create an efficient global supply chain in an effort to add more value. “We
have seen significant progress at the shop-keeping end of organised retail. But the
competitive edge will lie with those who are successful in creating an efficient supply chain. The big lacuna
today is in logistics and distribution, which also makes it a significant opportunity,”
One of the many significant shifts in strategy at Reliance over the past year has been the eagerness
to strike joint ventures. And that’s best manifested in the retail thrust.
RRL has joint ventures with Marks & Spencer (for clothing and home ware),

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RAHEJA’S
Raheja Corp is a success story spanned across decades and continues to achieve higher targets relentlessly
for quality performance and service in diverse fields of real realty business, hospitality sector and retailing
outfits.
The group has made an impact on the supply side of the modern day
living.A style that has been the dream of new class of consumers, a styleencompassing the whole range of
consumption pattern of the young and the upcoming consumers that has become synonym with the brand
K Raheja Corp.
The group has pioneered the trend of setting world class hotels andconvention centers across the country
with enhanced facilities to meet thebusiness and leisure needs of the international and domestic traveler.
The higher standards set by the group in its pursuit to position India on par with the developed economies
of the world and with a vision to be and remain at the commanding height of Real Estate Business.

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Retailing in India is up for transition. It has broken the safe and claustrophobic space of an eggshell and
rearing to grow into a giant that will match the retailing practices of the west.
K Raheja Corp are the pioneers in organised retail by taking a first giant step to successfully establish
a retail store know as "Shopper's Stop “The group is expanding its retail chains across the country on the
back of the vast experience it gathered from feedbacks and keen observance of people's taste keeping in
tune with its culture, customs, traditions and income.
Crosswords, Inorbit Mall and Hyper City have set new bench marks on the basis of information and
adaptation of worldwide changes, innovations and new techniques in
1991 Shopper’s Stop retailing practices.
2000 Crossword – Book Store
2004 Inorbit Mall
2006 Hypercity
2008 Inorbit Vashi
RPG GROUP
Company’s in Retail Sector:
Spencer’s Retail
Spencer's Retail Limited is one of India's largest and fastest growing multi-format retailer with 220 stores,
including 30 large format stores across 35cities in India. Spencer's focuses on verticals like fresh fruit and
vegetables, food and grocery, personal care, garments and fashion accessories, home and office essentials,
electrical and electronics. Established in 1996, Spencer’s has become a popular destination for shoppers in
India with hypermarkets and convenient stores catering to various shopping needs of its large consumer
base.

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Operations
Spencer’s has retail footage of approximately 1 million square feet and
over 220 Spencer's stores in 35 cities. The company operates through thefollowing formats:
• The Spencer's Hyper stores are destination stores, of more than 15,000sq. Ft in size. They offer everything
under one roof. The merchandise ranges from fruits & vegetables, processed foods, groceries, meat,
chicken, fish, bakery, chilled and frozen foods, garments and fashion accessories, consumer electronics &
electrical products, home decor and needs, office stationeries, soft toys. On an average, a Spencer’s hyper
stocks 70,000 SKUs across 35,000 items.
• The Spencer's stores are neighborhood stores ranging from 1500 less than 15000 sq. ft. These stores
stock the necessary range and assortment in fruit and vegetables, FMCG food and non-food, staples and
frozen foods and cater to the daily and weekly top-up shopping needs of the consumer.
Au Bon Pain
Spencer’s Retail Limited, has tied up with Au Bon Pain, the Boston-based fast casual dining and bakery café
chain with more than 200 outlets in the USA, South Korea, Taiwan and Thailand. A joint venture has been
formed between Spencer’s Retail Limited and Varin Narula which would be the Master Franchisee of Au
Bon Pain in India. Varin is the Director &Promoter of Au Bon Pain, Thailand. The outlets will offer the
choicest of healthy and nutritious food, bakery products and beverages in a relaxed and casual
environment.

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Beverly Hills Polo Club
Spencer’s has signed an exclusive tie-up with the renowned apparel brand Beverly Hills Polo Club. Beverly
Hills Polo Club® evokes casual, relaxed yet affluent and elegant Southern Californian lifestyle. It presents
product categories in-tune with its image viz, T-Shirts, polo’s, sweat shirt & sweatpants, causal shirt &
trousers, denims, winter wear, eyewear and watches for men and women. Formal shirts & trousers are an
added category in the menswear segment. It is strategically developed by Spencer’s for the Indian market
with fine product attributes that makes fashion, affordable.
Pantaloon Retail (India) Limited,
It is a large Indian retailer, which is part of the Future Group , and operates multiple retail formats in both
the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai, the company
has over 1,000 stores across 71 cities in India and employs over 30,000 people, and as of 2010, it was the
country's largest listed retailer by market capitalization and revenue.
With effect from 1 January 2010 the company separated its discount store business, which includes the Big
Bazaar hypermarket and the Food Bazaar supermarket businesses, into Future Value Retail Ltd., its wholly-
owned subsidiary, so that the company may be listed independently.

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The company’s brands include Pantaloons, a chain of fashion outlets, Big Bazaar , a hypermarket chain and
Food Bazaar, a supermarket chain. Some of the company's other regional brands include, Depot, Shoe
Factory, Brand Factory, Blue Sky, all, Top 10 and Star and Sitara.
A subsidiary company, Home, operates Home Town, a large-format home solutions store, Collection-i,
selling home furniture products and E-Zone focused on catering to the consumer electronics segment.
Lines of Business
The company is present across several lines of business which have various formats (stores) plywood, The
Dollar Store (JV)
Fashion - Pantaloons, Central, aLL, Brand Factory, Blue Sky, Top 10,Fashion Station, Big Bazaar,
Lee Cooper (JV)
General Merchandise - Big Bazaar, Shoe Factory, Navras, Electronics Bazaar, Furniture Bazaar, KB'S
FAIR PRICE
Electronics - eZone, Electronic Bazaar, STAPLES (JV)
Home Improvement - Home Town
Furniture - Collection i, Furniture Bazaar, Home Bazaar
E-tailing (Online Shopping) - www.futurebazaar.com

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Books & Music - Depot
Leisure & Entertainment - Bowling Co., F123
Wellness - Star & Sitara, Tulsi
Telecom & IT - Gen M, M Bazaar, M-Port, ConvergeM, FutureAxiom
Consumer Durables - Koryo, Sensei, IPAQ
Service - E Care, H Care , Design & Service
Malls - Central (Bangalore, Hyderabad, Pune, Mumbai, Vadodara, Gurgaon, Indore, Ahmadabad)
Investment & Savings - Insurance: ULIP, Pension, Endowment etc.
Stock Information
Listed on: Bombay Stock Exchange
Stock Code: BOM: 523574
Company Timeline
1987 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser, India’s
first formal trouser brand.
1992 Initial public offer (IPO) was made in the month of May.
1997 Pantaloons – India’s family store launched in Kolkata.
2001 Big Bazaar, ‘Isse sasta aur accha kahi nahin’ - India’s first hypermarket chain launched.
2002 Food Bazaar, the supermarket chain is launched.
2007 Future Group crosses $1 billion turnover mark

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IMPORTANCE AND SCOPE OF RETAILING
While there is a lot of debate going on the impact of organised retailing on unorganised sector,
there is little we know of how it will impact our economy in general. Common sense says that perhaps it will
help theeconomy (every better looking thing is good for the economy. Swanky Call centers that brought
outsourcing to us helped in fuelling the feel good factor. Same is for IT/BT companies. So similar should be
the case with these retailers)
Surprisingly there are not enough reasons to contest this belief. No matter what communists say or
Mayawati does in UP, or what short term glitches we witness on Sensex or in US economy, organised
retailing is here to stay and grow at a breathtaking place.
So when it is so, I tried to look at it from a holistic point of view and no matter how much I desist to say this
but yeah, I ultimately ended up with a PEST analysis. Here are the main points from that(I might post the
complete version sometime later but before that I myself want to refine this and include the reaction that I
get. if any :))
Political
Even though the government is yet to give the sector an Industry status and
we see aggressive political protests, some aspects of the Government’spolicy have been favourable on
other fronts. For example- let’s take Delhi, NCR and Mumbai. In Mumbai, the Government is releasing
unused textile mill land for retail development. In Delhi & NCR, the Government has released large tracts of
land for retail development. Overall in politics, those in opposition will always oppose. so is there any point
in talking about this? Anyway main points to look out for are:
1. Decision on FDI
2. Government’s stand for foreign players
Economical
Although the organised retail sector constitutes only 4-5% of the USD 350 billion Indian retail market,
it is expected to grow 400%- from USD 12-15billion currently, to over USD 30.0 billion by 2010. There is
hectic activity in the sector in terms of expansion, entry of international brands and retailers as well as

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focus on technology, operations and processes. All these present a tremendous opportunity in this new
high growth industry. A large portion related to economic impact has already been covered in the previous
sections the important thing is that the growth of this sector will create a totally new
demand in our economy.
Households across India are now exposed toproducts and services they had never seen before, the temptin
g valueproposition and an inviting atmosphere is making them purchase theseitems. Without the new
stores the same money would have been sitting idle in some bank lockers. But now the money is out in
market, helping themanufacturers to come out with new and innovative products. A greataggregation is
also taking place now. You can go and buy as much low quantities that you want, and the systems assist you
in this because no one is bothered.
Imagine what happened in the Shampoo sachet market in India, prior to the entry of Velvet which later
transformed the industry landscape. no one was catering to the huge demand of affordable hair
care solution. And today sachets hold 76% of the total shampoo market in India. That means at least 60%
more demand generation.
There is no doubt in my mind that we are seeing something similar in the case of organised retailers though
the extent of this demand expansion and its wholesomeness can be debatable.
Social
There has been a demographic shift in India, emergence of a larger middle and upper middle classes and
the substantial increase in disposable income has changed the nature of shopping in India from need based
to lifestyle dictated. In addition to this, facilities like credit friendliness, availability of cheap finance and a
drop in interest rates have changed consumer markets.
Organised retail increases the efficiencies in the agriculture sector byremoving intermediaries in the food
chain; as a result, farmers are getting
better prices for their produce. The private retail players can actuallyintroduce new technology, seeds, and
thus encourage farmers to improve their productivity. Unorganised retail is feeling the heat of the
emergence of the organised retail due to the changing trends of the Indian consumers. Antagonist lobby
claims, “In the last four years, an estimated two crore traders have been rendered jobless due to the
opening of big shopping malls in the country”. However there is no evidence of a decline in overall
employment in the unorganised sector as a result of the entry of organised retailers. According to the
ICRIER survey, the unorganised sector witnessed a closure rate of 4.2% of which only 1.7% closures were

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attributed to competition from modern retail. Large retailers like Wal-Mart can never impact small kirana
stores in India. This is largely due to India’s socio-cultural heterogeneity and consumer choice. The
consumer wants small retail. The ‘kirana’ store and the paan shop are seen as part of community life.
Anyway it’s a long discussion and deserves a separate post in itself.
Technological
With increasing competition, slimmer profit margins and diminished returns-cost cutting at every point of
value chain has become important.Today’s global retail business strategies utilize technology. Ecommerce,
Customer Relationship Management (CRM) software, Enterprise Resource Planning (ERP) and Point of Sale
(POS) systems are all vital to retail businesses. Using these technologies retailers can actually gain key
insights to further gain market share and increase revenue.
Indian retailer would feel the need for technology only when he wants to grow beyond a certain point. This
is one of the reasons why the traditional grocery is here to stay, with 90% of sales in India done through
them.

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Objective of the Study:
To know the consumer satisfaction.
Financial performance in Retail industry.
Market performance.· Market position.
Economic and the industry environment.
Cost saving initiatives.
To find out the satisfaction level of people.
To find out the awareness level of customer.
To find the satisfaction amongst the customers
Retail in Urban & Rural Areas
Key Trends in Urban India:
Retailing in India is witnessing a huge revamping exercise.
Estimated to be US$ 200 billion, of which organised retailing (i.e. modern
trade) makes up 3 percent or US $6.4billion.
India is rated the fifth most attractive emerging retail market: a potential goldmine
Ranked second in a Global Retail Development Index of 30 developing
countries drawn up by AT Kearney.
India is rated the fifth most attractive emerging retail market: a potential goldmine
Food and apparel retailing key drivers of growth.
Organised retailing in India has been largely an urban phenomenon with affluent classes and
growing number of double-income households.
Key Trends in Rural India:
Rural markets emerging as a huge opportunity for retailers reflected in theshare of the rural market
across most categories of consumption
ITC is experimenting with retailing through its e-Choupal and ChoupalSagar – rural hypermarkets.

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Types of retail outlets
San Juan de Dios Market in Guadalajara, Jalisco Inside a supermarket in Russia.
A market place is a location where goods and services are exchanged. The traditional market square is a city
square where traders set up stalls and
buyers browse the merchandise. This kind of market is very old, andcountless such markets are still in
operation around the whole world.
In some parts of the world, the retail business is still dominated by small family-run stores, but
this market is increasingly being taken over by large retail chains.
Retail is usually classified by type of products as follows:
Food products
Hard goods ("hard line retailers") - appliances, electronics, furniture, sporting goods, etc.
Soft goods - clothing, apparel, and other fabrics.

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There are the following types of retailers by marketing strategy:
Department stores - very large stores offering a huge assortment of "soft" and "hard goods; often
bear a resemblance to a collection of specialty stores. A retailer of such store carries variety of
categories and has broad assortment at average price. They offer considerable customer service.
Discountstores - tend to offer a wide array of products and services,
but they compete mainly on price offers extensive assortment of merchandise at affordable and cut-
rate prices. Normally retailer’s sell less fashion-oriented brands. However the service is inadequate.
General merchandise store - a hybrid between a department store and discount store;
Supermarkets - sell mostly food products;
Warehouse stores - warehouses that offer low-cost, often high-
quantity goods piled on pallets or steel shelves;warehouse clubs charge a membership fee;
Variety stores or "dollar stores" - these offer extremely low-costgoods, with limited selection;
Demographic - retailers that aim at one particular segment (e.g., high-end retailers focusing on
wealthy individuals).
Mom-And-Pop or Kirana Stores: is a retail outlet that is owned and operated by individuals. The
range of products are very selective and few in numbers. These stores are seen in local community
often are family-run businesses. The square feet area of the store depends on the store holder.
Specialty Stores: A typical specialty store gives attention to a particular category and provides high
level of service to the customers. A pet store that specializes in selling dog food would be regarded
as a specialty store. However, branded stores also come under this format. For example if a
customer visits a Reebok or Gap store then they find just Reebok and Gap products in the respective
stores.
Convenience Stores: is essentially found in residential areas. They provide limited amount of
merchandise at more than average
priceswith a speedy checkout. This store is ideal for emergency andimmediate purchases.
Hypermarkets: provides variety and huge volumes of exclusive merchandise at low margins. The
operating cost is comparatively lessthan other retail formats. A classic example is the Metro™ in
Bangalore.
Supermarkets: is a self service store consisting mainly of grocery and limited products on non food
items. They may adopt a Hi-Lo or an EDLP strategy for pricing. The supermarkets can be anywhere
between 20,000-40,000 square feet. Example: SPAR™ supermarket.

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Malls: has a range of retail shops at a single outlet. They endow with products, food and
entertainment under a roof. Example: Sigma mall and Garuda mall in Bangalore, Express Avenue in
Chennai.
Category Killers or Category Specialist: By supplying wide assortment in a single category for lower
prices a retailer can "kill “that category for other retailers. For few categories, such as electronics,
the products are displayed at the centre of the store and sales person will be available to address
customer queries and give suggestions when required. Other retail format stores are forced to
reduce the prices if a category specialist retail store is present in
thevicinity. For example: Pai Electronics™ store in Bangalore, TataCroma.
E-tailers: The customer can shop and order through internet and the merchandise are dropped at
the customer's doorstep. Here the retailers use drop shipping technique. They accept the payment
for the product but the customer receives the product directly from the manufacturer or a
wholesaler. This format is ideal for customers who do not want to travel to retail stores and are
interested in home shopping. However it is important for the customer to be wary about defective
products and non secure credit card transaction. Example: Amazon and EBay.
Vending Machines: This is an automated piece of equipment wherein customers can drop in the
money in machine and acquire the products. For example: Soft drinks vending at Bangalore Airport.
Some stores take a no frills approach, while others are "mid-range" or "high end", depending on
what income level they target.
Other types of retail store include:
Automated Retail stores are self service, robotic kiosks located in airports, malls and grocery stores.
The stores accept credit cards and are usually open 24/7. Examples include Zoom Shops and Red
box.
Big-box stores encompass larger department, discount, general merchandise, and warehouse
stores.
Convenience store - a small store often with extended hours, stocking everyday or roadside items;
General store - a store which sells most goods needed, typically in a rural area;
Retailers can opt for a format as each provides different retail mix to its customers based on their
customer demographics, lifestyle and purchase behavior. A good format will lend a hand to display
products well and entice the target customers to spawn sales.

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A food venture in India Adidas store in Tel Aviv, Israel
Retail pricing
The pricing technique used by most retailers is cost. This involves adding a markup
amount (or percentage) to the retailer's cost. Another common technique is suggested. This simply involves
charging the amount suggested by the manufacturer and usually printed on the product by
the manufacturer.
In Western countries, retail prices are often called prices
or odd prices. Often prices are fixed and displayed on signs or labels.Alternatively, when prices are not clear
ly displayed, there can be price discrimination, where the sale price is dependent upon which the
customer is. For example, a customer may have to pay more if the seller determines that he or she is willing
and/or able to. Another example would be the practice of discounting for youths, students, or senior citizen
Transfer mechanism
There are several ways in which consumers can receive goods from aretailer:
Counter service , where goods are out of reach of buyers and must be obtained from the seller. This type of
retail is common for small expensive items (e.g. jewelry) and controlled items like medicine and liquor. It
was common before the 1900s in the United States and is more common in certain countries.

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Delivery (commerce), where goods are shipped directly to consumer’s homes or workplaces. Mail from a
printed catalog was invented in 1744 and was common in the late 19th and early 20th
centuries.Ordering bytelephoneis now common, either from a catalog, newspaper, television or a local
restaurant menu, for immediate service (especially for pizza delivery).marketing, including telemarketing
and television shopping, are also used to generate telephone orders. Online shopping started gaining
significant market share in developed countries in the 2000s.
Door-to-door sales, where the salesperson sometimes travels with the goods for sale.
Self-service , where goods may be handled and examined prior to purchase, has become more common
since the 1920s.
Second hand retail
Some shops sell second-hand goods. In the case of a nonprofit shop, the public donates goods to the shop
to be sold. In give-away shops goods can be taken for free.
Another form is the pawnshop, in which goods are sold that was used as collateral for loans. There are also
"consignment" shops, which are where a person can place an item in a store and if it sells, the person gives
the shop owner a percentage of the sale price. The advantage of selling an item this way is that the
established shop gives the item exposure to more potential buyers.
Customer service
According to the book Discovery-Based Retail, service is the “sum of acts and elements that allow
consumers to receive what they need or desire from your retail establishment." It is important for a sales
associate to greet the customer and make himself available to help the customer find whatever he needs.
When a customer enters the store, it is important that the sales associate does everything in his power to
make the customer feel welcomed, important, and make sure he leave the store satisfied. Giving the
customer full, undivided attention and helping him find what he is looking for will contribute to
the customer's satisfaction.

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Retail Sales
US Retail Sales 1992-2010
The Retail Sales report is published every month. It is a measure of consumer spending, an important
indicator of the US GDP. Retail firms provide data on the dollar value of their retail sales and inventories. A
sample of 12,000 firms is included in the final survey and 5,000 in the advanced one. The advanced
estimated data is based on a subsample from the US CB complete retail &services sample.
It has been published by the US Census Bureau since 1951.
Retail scenario in India
With organized retail in India pegged at Rs 25,000 core (Rs 250 billion) out of a total of Rs 800,000 crore (Rs
8,000 billion -- and a double digit growth rate, marketing companies are setting up shops to provide
differentiated services to clients. Till now sales people were the link between the retailer and the producer.
But sales personnel are busy selling a product and do not have a fair idea of what retailing is about. The
focus is to priorities retail. That is, not only to sell a product to a consumer but to get the consumer to
interact with the product. Gone are the days when retailing meant mere availability of a product. With
competition becoming stiffer companies are looking at 'experiential' marketing. Also the lack of
proper metrics to measure marketing spends is a serious issue.

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In today's swiftly changing business environment, there is no option but to be in the know - to be constantly
on the move, keeping tabs on the shifting trends in the market place and maneuvering your strategy to stay
on top. The retail arena today is very different - the opportunities are incredible but exploiting them is
extremely tough.
Super smart shoppers know all the rules of the game. They can instantly sense a good buy and lap it up or
sniff out a bad product and dismiss it. Their expectations are tough to meet but for retailers aiming to make
a big sale, there is not much of a choice but to find ways to win customers over and keep them permanently
happy.
In an environment, which is still restrictive in many ways and lacks adequate infrastructure, this becomes a
formidable task. So how are Indian retailers coping up and how long will it be before organised retail
becomes the primary way of selling.
As the corporate – the Piramals, the Tatas, the Rheas, ITC, S.Kumar's,RPG Enterprises, and mega retailers-
Crosswords, Shopper's Stop, andPantaloons race to revolutionize the retailing sector, retail as an industry
in India is coming alive. Retail sales in India amounted to about Rs.7400billion in 2002, expanded at
an average annual rate of 7% during 1999-2002.
With the upturn in economic growth during 2003, retail sales are also expected to expand at a higher pace
of near10%. Across the country,
retailsales in real terms are predicted to rise more rapidly than consumer expenditure during 2003-08. The
forecast growth in real retail sales during2003- 2008 is 8.3% per year, compared with 7.1% for
consumer expenditure. Modernization of the Indian retail sector will be reflected in rapid growth in sales of
supermarkets, departmental stores and hyper marts. Sales from these large-format stores are to expand at
growth rates ranging from 24% to 49% per year during 2003-2008, according to a latest report by Euro
monitor International, a leading provider of global consumer-market intelligence.
A.T. Kearney Inc. places India 6th on a global retail development index. The country has the highest per
capita outlets in the world - 5.5 outlets
per 1000 population. Around 7% of the population in India is engaged inretailing, as compared to 20% in
the USA.

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In a developing country like India, a large chunk of consumer expenditure is on basic necessities, especially
food-related items. Hence, it is not surprising that food, beverages and tobacco accounted for as much as
71% of retail sales in 2002. The share of food related items had, however, declined over the review period,
down from 73% in 1999. This is not unexpected, because with income growth, Indians, like consumers
elsewhere, have startedspending more on non-food items compared with food products. Salesthrough
supermarkets and department stores are small compared
with overallretail sales. Nevertheless, their sales have grown much more rapidly, at almost a triple rate
(about 30% per year during the review period). This high acceleration in sales through modern retail
formats is expected to continue during the next few years, with the rapid growth in numbers of such outlets
due to consumer demand and business potential.
The factors responsible for the development of the retail sector in India can be broadly summarized
as follows:-
Rising incomes and improvements in infrastructure are enlarging consumer markets and
accelerating the convergence of consumer tastes.
Looking at income classification, the National Council of Applied Economic Research (NCAER)
classified approximately 50% of the Indian population as low income in 1994-95; this is expected to
decline to 17.8%by 2006-07.
Liberalization of the Indian economy which has led to the opening up of the market for consumer
goods has helped the MNC brands like Kellogg's, Unilever, Nestle, etc. to make significant inroads
into the vast consumer market by offering a wide range of choices to the Indian consumers.
Shift in consumer demand to foreign brands like McDonalds, Sony, Panasonic, etc.
The Internet revolution is making the Indian consumer more accessible
tothe growing influences of domestic and foreign retail chains. Reach of satellite T.V. channels is helping in
creating awareness about global products for local markets. About 47% of India's population is under the
age of 20; and this will increase to 55% by 2015. This young population, which is technology-savvy, watch
more than 50 TV satellite channels, and display the highest propensity to spend, will immensely contribute
to the growth of the retail sector in the country. As India continues to get strongly integrated with the
world economy riding the waves of globalization, the retail sector is bound to take big leaps in the years to
come.

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The Indian retail sector is estimated to have a market size of about $ 180billion; but the organised sector
represents only 2% share of this market. Most of the organised retailing in the country has just started
recently, and has been concentrated mainly in the metro cities. India is the last large Asian economy to
liberalize its retail sector. In Thailand, more than 40% of all consumer goods are sold through the super
markets and departmental stores. A similar phenomenon has swept through all other Asian countries.
Organised retailing in India has a huge scope because of the vast market
andthe growing consciousness of the Consumer about product quality and services.
A study conducted by Fitch, expects the organised retail industry to continue to grow rapidly, especially
through increased levels of penetration in larger towns and metros and also as it begins to spread to
smaller cities and B class towns. Fuelling this growth is the growth in development of the retail-specific
properties and malls. According to the estimates available with Fitch, close to 25mn sq. ft. of retail space is
being developed and will be available for occupation over the next 36-48 months. Fitch expects organised
retail to capture 15%-20% market share by 2010.
A McKinsey report on India says organised retailing would increase
theefficiency and productivity of entire gamut of economic activities, andwould help in achieving higher
GDP growth. At 6%, the share of employment of retail in India is low, even when compared to Brazil (14%),
and Poland (12%).
Retail Economics in India
Traditionally retailing has not been a structurally organised industry in India. Organised retail network was
seen only in fabrics; with large mills building their own exclusive stores e.g. Raymond's, Bombay Dyeing etc.
Currently there are about 5130000 retail outlets selling about Rs4790bnworth of products. Retail universe
in India comprises large, medium general stores, chemists and pan-bidi (apart from accessories stores). Of
these – thanks to unemployment, the number of pan-bidi outlets are steadily rising. On account of the
fragmented nature of Indian retail industry the inhabitants to stores ratio in India is about 150:1, i.e. there
is a store catering to every 150 people. This ratio varies from country to country. In china the ratio is similar
to that of India where as incase of more developed countries the ratio would be higher. For instance in
Europe the inhabitant to stores ratio is
2000:1.As markets mature, consumer expectations rise it would be anecessity for small retailers to come

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together and form innovative and strong supply chain that will cut through distribution and increase
margins.
Turnaround time
In last couple of years this industry has made agile move from its nascent stages. Organised retailing started
picking up in Southern India. Availability of land at prime locations coupled with cheaper real estate
prices(comparedto Mumbai & Delhi) made it possible to have multi stored shoppingcomplexes here. It took
two years of recession to get this concept of shopping to major cities like Mumbai & Delhi. Recession
brought property prices down in these cities. It was during this period of industry slump
thatbig business houses took notice of the potential in retailing. A classic example being- Lakme Ltd. The
company after selling off its cosmetic division to HLL, made an aggressive foray into retailing. Its retail chain
branded 'Westside' already comprises 4 stores- one each in Bangalore, Hyderabad, Chennai and Mumbai. A
cash hoard of Rs107bn will enable Lakme to roll out stores aggressively.
What makes it attractive?
Today the number of smaller retailers ($500pa) has shot up from 40% in1990 to 54% in 1996, whereas the
number of large stores (turnover of $3000pa) increased from 2.8% to 6.5%. Thus though large retailers are
growing the smaller outlets are growing even faster. However changing shopping attitudes of an average
customer will make future growth increasingly difficult for unorganized retail sector.
Currently in India, organised retailing accounts for 6% of the industryturnover, comprising value-added
foods (Rs770bn), music & entertainment(Rs40bn), color cosmetics (Rs12bn) etc. By 2005 organized retailing
will account for 20% the total retailing industry turnover (Rs8300bn).
Big business houses today are in a position to provide Indian masses
withshopping satisfaction, entertainment, quality product, polite salesperson,product information and
discounts. Though margins currently are low due to high property cost and poor infrastructure, this is the
only business where one buys in credit and sells for cash.
Further the number of households earning more than Rs150000 per annum amounts to 30mn today and is
expected to grow to 80mn by2007.Additionally financial institutions are encouraging such ventures. ICICI
has recently sanctioned term loans to Vivek & co, a mega-retailer, in Chennai to meet their expansion plans.
Very shortly the market will also witness IPO's for some of these Retail Ventures.

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Proven success
In early 90's, K. Raheja Group started a mega Apparels stores in Mumbai-'Shoppers Stop'.Initially, the group
was averse to start outlets at South Mumbai for various reasons like low walk-ins, space constraints,
narrowed target audience etc. However the success of Crossroads, an ardent rival, has prompted them
to start one at South Mumbai in near future. The group has more of such stores, one each at Bangalore,
Hyderabad and Jaipur. Within seven years of operations it has a yearly turnover of Rs1.30bn. The group has
plans of opening about 20 mega apparel stores in next 2 years. For this the company plans to sell 25.1%
stake for Rs559mn to Singapore based investor Warburg Pincus. The success story of Shoppers Stop has
convinced other business houses to take a leap.
Retailing, considered a sunrise industry today after InfoTech, is the most happening industry with almost all
the big players vying for a share of thecoveted pie. Buoyed by a strong increase in private consumption
(seegraph), retailing is one industry that is waiting to explode.
Source: KSA Techno pack
Today however, organised retailing is less than 2 per cent of the retailing industry in India, that is, about
Rs 5,000 crore. (See table) Therefore, there is no real retail revolution in India; the industry is still in the
stages of infancy.
Share of Organised Retail
1999 2002 2005
Total Retail (US $ Bn) 150 180 225
Organised Retail (US $ Bn) 1.1 3.3 7

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% Share of Organised Retail 0.70% 1.80% 3.20%
Organised retailing is bound to grow tremendously provided the rightmarketing strategies are adopted.
Retail businesses have broken rank and seem poised to surge ahead with renewed vigour, optimism,
confidence and capability.
Organised Retailing in India:-
According to Euro Monitor International, a leading provider of globalconsumer market intelligence, sales
from large format stores (supermarkets and hypermarkets) is expected to increase by 30% in 2005. In the
year 2002, food-related items accounted for nearly 71% of retail sales in India.However; it was interesting
to note that there had been a decline in the purchase of food-related items. These had earlier registered a
73% sale in1999. In recent years, there has been higher spending on non-food items.
The main factors for this change are:
Rising incomes and a consequent increase in disposable incomes (Refer Exhibit VI for household
income across India).
Better infrastructure.
Rise in consumer awareness.
Consumer keenness to buy branded products.
Consumer desire to purchase quality products and services.

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ORGANISED RETAIL
Organised retail
Organised sector refers to the sectors undertaken by licensed retailers, that is, those who are registered for
sales tax, income tax, etc. These include the corporate retail formats of the exclusive brand outlets,
hypermarkets, supermarkets, departmental stores and shopping malls.
Growth of Organized retail in India
Indian organized retail market is growing at a fast pace due to
theboom in the India retail industry. In 2005, the retail industry in India amounted to Rs 10,000 billion
accounting for about 10% to the country's GDP. The organized retail market in India out of this total market
accounted for Rs 350 billion which is about 3.5% of the total revenues.
Retail market in the Indian organized sector is expected to cross Rs1000 billion by 2010. Traditionally the
retail industry in India was largely unorganized, comprising of drug stores, medium and small grocery
stores.Most of the organised retailing in India have started recently and isconcentrating mainly in
metropolitan cities.
The growth in the Indian organized retail market is mainly due to the change in the consumer’s behavior.
This change has come in the consumer due to increased income, changing lifestyles, and patterns of
demography which are favorable. Now the consumer wants to shop at a place where he can get food,

35. 35
entertainment, and shopping all under in one roof. This has given Indian organised retail market a major
boost.
Retail market in the organized sector in India is growing can be seen from the fact that 1500 supermarkets,
325 departmental stores, and 300 new malls are being built. Many Indian companies are entering the
Indian retail market which is giving Indian organized retail market a boost. One such company is the
Reliance Industries Limited. It plans to invest US$ 6
billionin the Indian retail market by opening 1000 hypermarkets and 1500supermarkets.
Pantaloons is another Indian company which plans to increase its retail space to 30 million square feet with
an investment of US$ 1 billion. Bharti Telecoms an Indian company is in talks with Tesco a global giant for a
£ 750 million joint venture. A number of global retail giants such as Wal-Mart, Carrefour, and Metro AG are
also planning to set up shop in India. Indian organized retail market will definitely grow as a result of all this
investments. Indian organized retail market is increasing and for this growth to continue the Indian
retailers as well as government must make a combined effort.
Entry of Large Business Houses
Organised retailing in India started picking up in South India in cities like Chennai and Hyderabad, where
real estate at prime locations was available at cheaper rates than in cities like Mumbai and Delhi. In the
early 1990s, leading Indian business houses started taking a keen interest in the retailing sector.
Pantaloon Retail India Limited (PRIL)
Headed by Kishore Biyani (Biyani), Pantaloon Retail India Limited (PRIL) is one of the leading retail outlets in
India. The retail chains which are a part of PRIL include Pantaloons, Big Bazaar, Food Bazaar, Gold Bazaar
and the Central Mall.
PRIL was incorporated in October 1987 as Manz Wear Private Limited. It became a public limited company
in September 1991. The company sold products under the Bare, Pantaloons and John Miller brand names.
The first menswear Pantaloons Shoppe outlet was set up in 1993...

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RPG Group
The Rama Prasad Goenka or RPG Group registered a turnover of Rs. 84billion in the fiscal 2004-05. The
group has more than 20 companies in seven different industries - Power, Tyres, Retail, Transmission,
Entertainment, Technology and the Specialties sectors (Refer Exhibit XIII for contribution of business sectors
to Group’s turnover)
Tata Group
The Tata group is one of India's largest business houses. In 2005, the group owned 93 companies in seven
business sectors, namely information
systemsand communications; engineering; materials; services; energy; consumer products; and chemicals,
and employs nearly 220,000 people. In 1997, the Tata's sold their Lakme business to Hindustan uniLever
Limited (HUL). The group started its retail business in 1998 with the purchase of the Littlewoods retail
stores, originally owned by a UK-based firm, in Bangalore.
Raheja Group
The K. Raheja group of companies is among India's largest real estateplayers. They launched Shopper's Stop
way back in October 1991. This was the first mega apparel retail outlet to be established in India. Shoppers'
Stop is projected as a Fashion & Lifestyle store for the family. From a single store in 1991, Shopper's Stop
has today grown into a 16 store retail chain in major metropolitan cities across India.
Reliance
Reliance is one of the biggest players in Indian retail industry. More than300 Reliance Fresh stores and
Reliance Mart are quite popular in the Indian retail market. It's expecting its sales to reach Rs. 90,000 crores
by 2010.
AV Birla Group
AV Birla Group has a strong presence in Indian apparel retailing. The
brandslike Louis Phillipe, Allen Solly, Van Heusen, Peter England are quite popular. It's also investing in
other segments of retail. It will invest Rs.8000-9000 crores by 2010.

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Indian unorganized retail sector
India is the only one country having the highest shop density in the world, with 11 outlets per 1000 people
(12 million retail shops for about 209million households). Rather we can see the democratic scenario in
Indian Retail (because of low level of centralization, low capital input and due to a good number of
self organised retail).
India started its Retail Journey since ancient time.
In Ancient India there was a concept of weekly HAAT, where all the buyers& sellers gather in a big market
for bartering. It takes a pretty long times to& step to shape the modern retail. In between these two
concepts (i.e. between ancient retail concept & the modern one there exist modern kirana/mom and pop
shops or Baniya ki Dukan.
Still it is predominating in India.
So the Indian retail industry is divided into two sectors- organized and unorganized.
Unorganized retailing
Unorganized sector on the other hand, refers to the traditional formats of low-cost retailing, for example,
hand cart and pavement vendors, & mobile vendors, the local kirana shops, owner manned general stores,
paan/beedi shops, convenience stores, hardware shop at the corner of your street selling everything from
bathroom fittings to paints and small construction tools; or the slightly more organised medical store and a
host of other small retail businesses in apparel, electronics, food etc.
Characteristics of unorganized retail
Small-store (kirana) retailing has been one of the easiest ways to generateself-
employment, as it requires limited investment in land, capital andlabour. It is generally family run business,
lack of standardization and the retailers who are running this store they are lacking of education,
experience and exposure. This is one of the reasons why productivity of this sector is approximately 4% that
of the U.S. retail industry.

38. 38
Unorganized retail sector is still predominating over organized sector in India, unorganized retail sector
constituting 98% (twelve million) of total trade, while organized trade accounts only for 2%.
The reasons might be-
In smaller towns and urban areas, there are many families who are traditionally using these kirana
shops/ 'mom and pop' stores offering a wide range of merchandise mix. Generally these kirana shops are
the family business of these small retailers which they are running for more than one generation.
These kirana shops are having their own efficient management system andwith this they are
efficiently fulfilling the needs of the customer. This is one of the good reasons why the customer doesn’t
want to change their old loyal kirana shop.
A large number of working class in India is working as daily wage basis, at the end of the day when
they get their wage, they come to this small retail shop to purchase wheat flour, rice etc for their supper.
For them this the only place to have those food items because purchase quantity is so small that no big
retail store would entertain this.
Similarly there is another consumer class who are the seasonal worker. During their unemployment
period they use to purchase from this kirana store in credit and when they get their salary they clear their
dues. Now this type of credit facility is not available in corporate retail store, so this kirana stores are the
only place for them to fulfill their needs.
Another reason might be the proximity of the store. It is the convenience store for the customer. In
every corner the street an unorganised retail shop can be found that is hardly a walking distance from the
customer’s house. Many times customers prefer to shop from the nearby kirana shop rather than to drive a
long distance organised retail stores.
This unorganised stores are having n number of options to cut their costs. They incur little to no
real-estate costs because they generally operate from their residences.
Their labour cost is also low because the family members work in the store. Also they use cheap child
labour at very low rates.
As they are operating from their home so they can pay for their utilities at residential rates. Even they
cannot pay their tax properly.

39. 39
Currently the value of the retail market is estimated at around $ 270 billion with a growth rate of 5.7 per
cent per annum according to the Indian retail report which creates a big threat for the small unorganised
retailers.
The well established organised retail sector in India are Pantaloon Retail,
Shoppers’ Stop, Spencers, HyperCITY, Lifestyle, Subhiksha & newly emerging Reliance etc.
Over 20,000 new retail outlets are expected to open within this segment. Major corporate retail like Wal-
Mart and have started to try and take over the Indian retail sector.
But in India the unorganised retail is a source foods and other necessities of millions of Indians, major link
between rural and urban societies. Not only that it is also act like a convenience store for the customer
offering right product at right time at right place. In a country with large numbers of people, and high levels
of poverty, this model of retail democracy is the most appropriate.
So these unorganised retail sector need to be promoted so that they can organise & supply food to Indian
consumer.
Now the question is how to promote this sector-
The suggestions might be-
Establishment of Retailer co-operatives among retailers which is highlyrequired for the sustenance
of the unorganized retail sector
Merger and buy-out of weak retailers by a stronger one that would give a new horizon to the small
retailer
Setting up of franchisee organization may also help in strengthening the position of the retailers.
The franchiser can exert a tremendous control over the way retailing is done.
There must be good network connection between retail organizations, the suppliers and other
channel members to use compatible technology so that they can build strong distribution set-up to
satisfy the customers.
Setting up of more and more non-store retailing centers would also ensure a strong retailing
organization. Non-store retailing makes implementation of modern principles easier and less costly.

40. 40
Moreover there must be a change in the mindset of the unorganised retailer. They have to
understand the pulse of the trend. They have to understand, come forward & lead this change
management then only this
Some of the organised stores
Vishal mega marts
The glory of Vishal Group’s success is the ascent it has come to accomplish in the field of manufacturing and
retailing of readymade garments. The credit for this radiance goes to its dynamic of directors Mr. Ram
Chandra Agarwal &Mrs Uma Agarwal who have transformed their foresightedness into an unending saga of
growth. Identifying the immense market in fashion garment for the masses the Group has actually
established benchmarks that many others are inspired to follow. Not resting on its laurels, the Group is
busy identifying new avenues of growth and its companies are busy implementing the expansion plans to
cash in on emerging potentials in the changing business environment of modern India’s enterprise.
The jewel in Vishal Group’s crown is its flagship company Vishal Retail Ltd. A company engaged in Hyper
market stores with an average area of 25,000 to30,000 sq. ft. through an impressive chain of 172 fully

41. 41
integrated stores in spread over the area of more than 24,00,000 sq. ft. in around 110 cities across India in
24 states. The turnover of the company for 09-10 was 1105 Crore . Maintaining the highest standards in
quality and design, these stores have come to offer the finest fashion garments at down-to-earth price
structure. A fact that is better visible in the constant flow of shoppers all through the year. Under the title
of Vishal Mega Mart these stores have emerged as the regular haunts for the bargain-
hunters and fashion enthusiasts.
The saga of Vishal Group dates back to 2001 when its directors foresaw the emerging potentials in the retail
industry which is indeed the largest sector in the global economy. Imbibing its innovative concepts and
techniques the Group identified the vast scope of growth in retailing for the common man. Its stores have
gained an enviable prominence as being the ideal store for the common man where an extensive variety
and quality is offered at a very, very reasonable price structure. The Group’s expertise in the field of retail
marketing over the years and its focus on regions, cities and exact customer preferences have earned the
Group an undisputed leadership status to Vishal Group.
Big Bazar
Big Bazaar is a chain of hypermarket in India, which caters to every family’s needs and requirements. This
retail store is a subsidiary of Future group, Pantaloons Retail India Ltd. and is an answer to the United States
’Wal-Mart. Big Bazaar has released the doors for the fashion world, general merchandise like sports goods,
cutlery, crockery, utensils, and home furnishings etc. at best economical prices. Big Bazaar group offers
more than 100 stores all over the country with an amalgamation of Indian bazaars’ feel and touch with a
convenience and choice of the modern retail facilities. The retail format of the Big Bazaar group includes

42. 42
Aadhar, Rural & Home-Town retail chain, Ezone home-improvement chain, sportswear retailer, depot and
music chain is few among others
History of Big Bazaar
The worldwide country chain, Big Bazaar, is formed by CEO of Future Group, Mr. Kishore Biyani. The group
do not promises more than what it delivers. Their basic attraction associated with reasonable prices is
their Unique Selling Price.
Though, the products Big Bazaar stores stocks might not be advanced, but the customers are assured to
avail the worth of the money spent by them. In2001, the group opened its first store on the VIP Road,
Calcutta, which was the primary departmental store offering regulated services of parking, steel vessels,
apparel, electronics etc under the one roof at the competitive prices. Big Bazaar has become a massive hit
with lower middle-class and middleclass people as a major client base.
At present, the Future Group comprises various formats and brands like Pantaloons, F123, Copper Chimney,
Etam, Staples, One Mobile, Urbana, Brand Factory, LootMart, Hometown and Central. The Big Bazaar has
several stores located all over the India, among that Chennai, Hyderabad, Ahmedabad, Bangalore, Kolkata,
Pune, Mumbai and Delhi is those metro cities where the stores of Big Bazaars are located.
Facilities offered by Big Bazaar
Online shopping: Big Bazaar has an official website,FutureBazaar.com, which is one of the most
favorite sites
amongpeople of India for online shopping. FutureBazaar is an onlinebusiness venture of Future Grou
p, which sells an assortment of products such as fashion, which includes merchandise for men
andwomen, mobile accessories, mobile handsets and electronics likehome theatres, video cameras,
digital camera, LCD TVs, kitchenappliances and many more.
Discounts: “Hfte ka sabse sasta din was introduced by the Big Bazaar, wherein extra and special
discounts were offered on Wednesday every week, to attract the potential buyers into their store.
Security check: At each exit of Big Bazaar, they use alarm systems
or Electronic Article Surveillance system, which detects the productsthat has attached tags or not.

43. 43
"Kirana Stores Vs Organised Retail"
Small stores, also called kirana stores, will continue to grow alongsideorganised retail, but at a slower rate,
and it might be a decade before such store owners lose business to the big retailers, providing an ample
window for India to help make the smaller players part of the transition in retailing, But in the recent times
it is said that kirana stores are joining together to combat the organised retail stores, so this will be going
on all the time like who is better, but right now the kirana stores are happy at the moment with crisis going
on people are coming back to kirana stores. India is currently the twelfth largest consumer market in the
world. According to a study by McKinsey Global Institute, India is likely to join the premier league of
theworld’s consumer markets by 2025, improving its position to the fifth.But this growth is not going to
happen is smooth way. Any change
alwayscomes up with some friction, and Indian retail sector is and will bewitnessing the same friction.
Indian retail sector is still in its nascent form if we consider its full potential. While most of the developed
market of US and Europe and also some SE Asian emerging market economies have reaped the benefits of
modern retail, India has not yet entered into advanced phase of modern retail forms. Tug of war: organised
vs. unorganised sector Future of retail sector in India is swerving- on one side organised retail is marching
into life of urban consumers, while on the other our own neighborhood ‘kirana stores’ are resisting fiercely
with their existing strong foothold. India today is at the crossroads with regard to the retail sector. A shift
between organised and unorganised retail sector is evident, which hassled to a number of speculations on
the fate of Indian retail sector.

44. 44
Unorganized sector cannot be ignored
In any newspaper or television channel, we find hordes of news about happening in organized retail
sectors, which is indeed fairly real situation. While the role of organized retail sector in growth of economy
cannot be denied, but one thing is also of extreme importance that unorganized retail format is a support
to a large chunk of population- providing direct employment to 39,500,000 individuals. So there is no way
that government or anyone can discount these foundation stone of Indian economy.
Changing landscape of Indian consumerism.
The face of Indian consumerism is changing: not Indian consumerism is evolving from “Bajaj Scooter family
man” to “Bajaj Pulsar trendy youngster”. This changing consumer’s taste and lifestyle, somewhere
automatically give some advantage to organized sector. This makes imperative for unorganized retail sector
to restructure itself in order to withstand the increasing competition and to meet consumer expectations
by moving with trends. What they can do and what they are doing, some o these issues will be discussed
in future parts of article.
Role of government
As in other countries, government policy can and should play an important role in modernizing the
unorganized sector and improve its competitiveness. But question is what should be exact role of
government. Should it go for policies for protection of traditional retailers by restricting organised retail or
encourage organized retail to reap benefits that are generated by it? What should be mechanism to
promote or protect one or other? Can government act only as a facilitator or enablers or both? In the said
context, it is imperative to develop a strategic roadmap for unorganized retail form to be able to survive,
compete and keep the economy growing.

45. 45
Research Methodology
The purpose of methodology is to describe the process involved in research work. This includes the overall
research design, data collection method, the field survey and the analysis of data.
Research is a common parlance refresh to a search for knowledge. One can also define research as a
scientific & systematic search for pertinent information on a specific topic.
In fact, research is an art of scientific investigation. The advance learner’s dictionary of current English lay
down the meaning research as a careful investigation & inquiry specially search for new facts in any branch
knowledge.
Research Design
Research Design is the arrangement for conditioned for data collection &analysis of data in a manner that
aims to combined relevance to research purpose with economy in procedure.
A research design is a master plan or model for the conduct of formal investigation. It is blue print that is
followed in completing study.
The research conducted by me is a descriptive research. This is descriptive in nature because study is
focused on fact investigation in a well structured from and is based on primary data.
RESEARCH PLAN
Type of study: For completing my study I have gone for sample study because looking at the size of
population & the time limitation it was not convenient for me to cover entire population. Hence, I have
gone for sample study rather than census study.
Sampling Plan
A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique
or the procedure that researcher would adopt in selecting items to be inched in the sample i.e. the size of
sample. Sampling plan is determined before data are collected.
Steps in Sampling

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Sampling Frame: The list of sampling units from which sample is taken is called sampling frame.
SAMPLING SIZE:
Total sample size is 30.
SAMPLING PROCEDURE:
The selection of respondents were accordingly to be in a right place at aright time and so the sampling were
quite easy to measure, evaluate and co-operative. It was a randomly area sampling method that attempts
to obtain the sample of convenient.

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DATA ANALYSIS AND INTERPRETATION
Q1. What type of retail stores you prefer?
A) Organised
B) Unorganised
C) Both
Retail store prefer
Organized
Unorganized
Both

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Q2. If organised then what type of organised stores?
A) Branded Showrooms
B) malls
Q3. If Unorganized then what type of unorganized stores?
A) Kirana Shops
B) Small society shops
48%
52%
Organised stores
braned showrooms
malls
70%
30%
unorganised store
Kirana Shops
Small society shops

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Q4.Do you think is there any price difference between products of organized and unorganized stores?
A) Yes
B) No
Q5. Do you think organized stores provide more facilities then unorganized stores?
A) Yes
B) No
70%
30%
Pricing
Yes
No
75%
25%
Facilities Provided
Yes
No

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Q6. Do you find any quality difference between the products of both the stores?
A) Yes
B) No
Q7. Do you think that the price difference is due to the extra facilities provided by the organised
stores?
A) Yes
B) No
Quality difference
Yes
No
80%
20%
Charges for Facilities
Yes
No

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Q8. Is the method of payment in organized stores is better then unorganized stores?
A) Yes
B) No
Q9. Do the facilities provided by organized stores attract you?
A) Yes
B) No
60%
40%
Method of Payment
Yes
no

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Q10. Which store do you find more comfortable for shopping?
A) Organized
B) Unorganized
70%
30%
Attracted by facilities
Yes
No
65%
35%
comfortable for shopping
Organized
Unorganized

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Sources of Data Collection
Primary:
For my survey primary data have been used as a questionnaire to collect thedata.
SECONDARY:
The secondary data has been collected from the following modes:
Books
Data through internet sources
Findings
In this study we had find out that in today’s world more than 50% of the total population is interested
in shopping from organized retail stores.
From the study we have concluded that consumers think that there is quality as well as price differentiation
between organised & unorganised retail stores, & this differentiation is due to the extra facilities provided
by the organised retail stores.

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Suggestions
People must aware about the facility provided by the organized retail store.
Sometimes the organized stores charge high prices, so consumer should aware of the change.
Consumers should also have their attention towards the quality of the products.
Limitations of the Study
I will have to rely upon the information get from secondary sources and given by respondents,
which may not be fully true.
This study will be limited to only some areas of Chhattisgarh in Bhilai
It is only for short period of time.
Lack of professional approach since researcher is a student·
The sample size is only 25 so the sample may not be truly representative of bhilai population.

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ANNXURE
Q1. What type of retail stores you prefer?
A) Organised
B) Unorganised
C) Both
Q2. If organised then what type of organised stores?
A) Branded Showrooms
B) Malls
Q3. If Unorganised then what type of unorganised stores?
A) Kirana Shops
B) Small society shops
Q4.Do you think is there any price difference between products of organised and unorganised stores?
A) Yes
B) No
Q5. Do you think organised stores provide more facilities then unorganised stores?
C) Yes
D) No
Q6. Do you find any quality difference between the products of both the stores?
C) Yes
D) No
Q7) Do you think that the price difference is due to the extra facilities provided by the organised stores?
C) Yes
D) No
Q8. Is the method of payment in organised stores is better then unorganised stores?
C) Yes
D) No
Q9. Do the facilities provided by organised stores attract you?
A) Yes
B) No
Q10. Which store do you find more comfortable for shopping?
A) Organised
B) Unorganised

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NAME OF THE RESPONDENT:
ADDRESS:
EDUCATIONAL QUALITICATION:
OCCUPATION:
AGE:
MONTHLY INCOME:

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REFERENCES
www.wikipideia.com
www.google.com
www.relianceindustry.com
www.vishalmegamarts.com
www.bigbazar.com
www.raheja.com