Satisfaction Index: An Analysis Of Big Bazaar And Vishal Mega Mart

17. SATISFACTION INDEX On the basis of the responses received on the different parameters, satisfaction index has been prepared both for Big Bazaar and Vishal Mega Mart.
S.No SATISFACTION INDEX OF BIG BAZAAR (X) SATISFACTION INDEX OF VISHAL MEGA MART(Y)
1 27 18
2 30 20
3 25 20
4 29 25
5 28 18
6 18 15
7 19 27
8 25 19
9 21 30
10 16 30
11 23 20
12 24 22
13 28 20
14 20 20
15 24 23
16 16 21
17 22 28
18 27 19
19 24 23
20 22 16
21 22 20
22 24 25
23 23 19
24 26 32
25 22 17
26 22 21
27 25 28
28 17 18
29 30 27
30 24 27
31 23 27
32 29 16
33 28 22
34 25 18
35 22 22
36 34 18
37 27 20
38 22 17
39 19 17
40 17 17
41 25 26
42 25 20
43 21 18
44 25 24
45 25 26
46 26 24
47 24 29
48 26 27
49 20 19
50 22 30
Total 1188 1105
Mean 23.76 22.1
Standard Deviation 3.809547619 4.482391854 …show more content…
Moreover, Standard deviation of Big Bazaar (3.80) is less than Vishal Mega Mart (4.48) which implies that there is less variation in the satisfaction levels of the Customers of Big Bazaar as compare to Vishal Mega Mart’s.

FINDINGS
1. In terms of visit frequency, in the category of twice in a month, Big Bazaar is ahead of Vishal Mega Mart by 6% while in the category of once in a month, Vishal Mega Mart is ahead by 6%.
2. Vishal Mega Mart is ahead of Big Bazaar in the category of more than 5 year old customers by 12%. But in the category of 2-5 years old customer, Big Bazaar is ahead by 4% etc.
3. In Product Range Big Bazaar is a clear winner as 66% buyers rated it as good against 40% in case of Vishal Mega Mart.
4. Big Bazaar is a clear winner in Customer Assistance as 72% buyers rated it good as against 38% buyers who rated it good in case of Vishal Mega Mart.
5. In billing system, Big Bazaar is again ahead of Vishal Mega Mart as 56% buyers rated it as good against 32% in case of Vishal Mega