Customer perception on technology intergration in the CRM strategy of big Bazaar, Chennai

Abstract

—As buyer's perceptions and likings are shifting, the market scenario is also changing from time to time. There have been several aspects are accountable for the changes of customers mind set. Revenue level of the customers has reformed lifecycle elegances and societal class of people have completely changed now than that of historic days. There has been a move in the marketplace request in today's world. Technology is one of the major factors which are responsible for this paradigm shift in the mark. The current study is carried out in Big Bazaar at Chennai. The main purposes of the study is to understand the effect of technical CRM of Big Bazaar, to analyze the level of better customer service provided, and to reveal the level of customer satisfaction & customer relationship in Big Bazaar. Descriptive research design is used in this research. The target respondents are customers and the population size is unknown. The total no of sample size is 110. Convenient sampling technique under the non-probability method is used. Both primary and secondary data collection has been utilized to do survey. Chi square test, T-Test, One way anova and correlation analysis used for analysis purpose. To conclude with this study is the overall customer relationship in big bazaar is good. The queries are handled by big bazaar in appropriate manner. Information given by the sales executives are valuable. Customers are satisfied with the offers/discount provided by the company.