Dear Respondent, We, the students of …. studying in the 1st year MBA are conducting a survey on “An Empirical study of drivers of customer satisfaction and loyalty in Indian retail Big Bazaars”. We request you to spare a few minutes of your valuable time in responding to the questions mentioned below. The information disclosed will be strictly used for academic purpose only. A. Personal Details Name ……………………………………………. Place……………………………………………. Age – Less than 18 19-25 26-40 41-55 56-70 Above 70 Gender – Male Female
Occupation – Student Housewife Salaried Business others B. Questions on Study 1. Have you experienced shopping at a Big Bazaar? (Please tick ? one) a) Yes ( ) b) No ( ) 2. How often do you visit the Big Bazaar? a) Daily ( ) b) Weekly ( ) c) Monthly ( ) d) 1st time visitor( ) 3. How did you know about Big Bazaar? a) Family( ) b) Friends( ) c) Advertisements( ) d) Others( ) 4. What brings to you to the Big Bazaar? a) Price and Promotion ( ) b) Service ( ) c) Quality ( ) )Convenience ( ) e) Other ……………. On a scale of 1-5, please mark the following question. 1- Strongly Agree 2- Agree 3- Neither Disagree Nor Agree 4- Disagree 5. Strongly Disagree 4. How do you rate the Shopping convenience in Big Bazaar 1 2 3 4 5 5. How do you rate the cleanliness of the Big Bazaar 1 2 3 4 5 6. How do you rate the Big Bazaar infrastructure 1 2 3 4 5 7. How do you rate the Personnel Service in Big Bazaar 1 2 3 4 5 . How do you rate the Post purchase service provided by the Big Bazaar 1 2 3 4 5 9. How do you rate the Price and promotion in Big Bazaar 1 2 3 4 5 10. How do you rate the availability of goods in Big Bazaar 1 2 3 4 5 11. Which great experiences should a Retailer focus on in order to drive customer loyalty? a) Brand Experience b) Core offering c) Satisfaction d) The market place 12. Are you ready to recommend your friends about the Big Bazaar, where you usually do shopping? a) Yes b) No 13.
In Big Bazaars there will be access to merchandise and customers will be able to touch and feel the product without the help of the shopkeeper. This phenomenon is likely to attract you to Big Bazaars. (Please tick ? one) ? strongly agree ? Agree ? neither agree or disagree ? Disagree ? strongly disagree 14. terms of entertainment/socializing and added value services the facility of restaurants, coffee shops, etc. pulls you towards Big Bazaars ? strongly agree ? Agree ? neither agree or disagree ? Disagree ? strongly disagree ? definitely would draw my interest ? probably would draw my interest ?
Might or might not draw my interest ? probably would not draw my interest ? definitely would not draw my interest 15. Which type of store is most commonly used by you for grocery shopping? (Please tick ? the most appropriate options) ? Kirana Stores (Small corner shop) ? Big Bazaars ? both Other (Please specify) ___________________________ 16. Would you like to see any changes in Big Bazaar? ……………………………………………………………………………………………………………………………………………………………………………………………………………… THANK YOU We appreciate your time and generosity Yours sincerely xxx
