Consumer preference for budget detergent powder/bar inGhazipur City
SURVEY PROJECT REPORT
Submitted to
Veer Bahadur Singh Purvanchal University, Jaunpur In partial fulfillment of the requirements for the degree of
BACHELOR OF BUSINESS ADMINISTRATION
Submitted By: Under the Supervision of:BhupendraYadavMr. KarunendraPratap Singh BBA.4 th Semester Assistant Professor,Roll No.5460058 Dept. of Business Administration
2014
Technical Education & Research Institute Post-Graduate College, Ravindrapuri Ghazipur-233001
Certificate
This is to certify that BhupendraYadav, pursuing BBA4 th semester from this institute, has prepared the survey project report entitled Consumer preference for budget detergent powder/bar in Ghazipur City in partial fulfillment of the requirements of the degree of Bachelor of Business Administration from Veer BahadurSingh Purvanchal University, Jaunpur during the session 2013-2014. This report is based on survey project undertaken by BhupendraYadav under my supervision during the course of fourth semester and fulfills the requirements of regulations relating to the nature and standard of BBA course of V.B.S. PurvanchalUniversity. I recommend that this project report may be sent for evaluation.
Rahul Anand Singh KarunendraPratap Singh Associate Professor & Head, Assistant Professor, Dept. of Business Administration Dept. of Business Administration
Declaration
I, BhupendraYadav, hereby declare that this survey project report entitled Consumer preference for budget detergent powder/bar inGhazipur City has been prepared by me on the basis of survey done during the course of my fourth semester of BBA programme under the supervision of Mr. KarunendraPratap Singh, Assistant Professor, Department of Business Administration, TERI, Ghazipur. This survey project report is my bona fide work and has not been submitted in any form to any University or Institute for the award of any degree or diploma prior to the under mentioned date. I bear the entire responsibility of submission of this project report.
30 May 2014 BhupendraYadav BBA 4 th Semester Department of Business Administration Technical Education & Research Institute P.G. College, Ghazipur
PREFACE The first real insight of an organization for management student comes only during his preparation of project work because student first interacts with real practical work. This is first introduction to industry and its working. This project work synthesize the theoretical concept learn in the class room and its practical orientation in organization. In my project I have studied the Consumer preference for budget detergent powder/bar inGhazipur City. The First chapter deals with the introduction of the topic, it also describes the profile and history of detergent powder/bar industry. In first chapter I have mentioned for detergent powder/bar industryintroduction. The objective and need of research is also mentioned in section of project work. The Second chapter deals with research methodology. The process of carrying out the whole research problem is defined in it. It contains information about the objectives of the research, methods of data collection, sampling and sample design. Third chapter is data analysis and interpretation. This is the most important section of the project work. This section contains the analysis of all the data collected so far and they are interpreted to produce the final conclusion. It contains all the tables and charts which depicts the result. Chapter four contains the finding and recommendation of the research. This is based on the data analyzed and interpreted in the previous chapter. This is the most important section of the research report for a report is evaluated on the validity ad correctness of findings. Chapter five depicted conclusion which concludes the whole report, And later chapters contain bibliography. Which describes the list of sources from where the matter and information is collected? It contains the list of books, authors, web sites use etc.
BhupendraYadav B.B.A. IV Sem.
Acknowledgement
Many thanks to the God, who has sent me on this earth and by mercy of him, I would be able to accomplish this research.
A person who has always encouraged me towards positive and used to say Nothing can be impossible if you are working hard with heart and soul. The Word regard is very small for him and I dont know what word will be appropriate for him, that person is my elder Brother Mr. AmitPandey
I express my deep sense of gratitude and regards to Mrs. FatiShaffat (Lecturer, Dept. of management studies, T.E.R.I., P.G. College affiliated to Veer Bahadur Singh Purvanchal University) under whose guidance I completed this project, I am thankful to her valuable guidance, gentle encouragement and pains she took in guiding me throughout the study.
Some of my Friend, Jyoti and Gauri whose suggestion for what is Right or Wrong has shown my aim and objectives of life. Again, I heartily express my regard to all the above person mentioned and pray to the God May live them long. BhupendraYadav BBA 4 th Sem.
Chapter -1 Introduction
CUSTOMER SATISFACTION
The liberalization and globalization of Indian economy has taken place almost a decade ago, the focus point in any organization is Customer satisfaction. The phase such as Customer is king in our business, service to customer is service to god are no more a myth but turned out to be a reality. Customer satisfaction is the base of any business expansion because of the stiff competition prevalent in the market. Whether the buyer is satisfied after the purchase depends on the offers performance in relation to the buyers expectation. In general; satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance ( or outcome) in relation to his or her expectation. As this definition makes clear, satisfaction is a function of perceived performance and expectation. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations the customer is satisfied.
4.1 Perception
Unlike motivation that requires a reaction to a stimulus, perception relates to the meaning that is assigned to that stimulus as marketers are interested in how buyers perceive and react to products in relation to such matters as quality, aesthetics, price and image, since products not only exist in partial terms but also how they are perceived by consumers in relation need satisfaction. This perception by buyers is affected by the nature of the product itself, by the circumstances of the individual buyer and by the buyers innate situation in terms of how ready they are to make the purchase in terms of needing it at a particular point of time.
4.2 Attitude
Our strongest basic attitudes are implanted in our formative years and these come largely from the influence of our close family group and other social interaction. More refined attitude develops later. In marketing terms, the sum total of our attitudes can be regarded as a set of cognitions that a potential buyer has in relation to a potential purchase or purchasing environment. This is why certain stores or companies go out of their way to engender favorable attitude and it is why manufacturer seek to induce loyalty towards their particular brand or product.
4.3 Learning In the context of marketing, learning is a result of information received through advertising or other publicity or through some reference group or other. In order to have an effect on motives or attitudes, marketing effort should associate the product with positive drives and reinforcing messages.
Detergent is a compound or mixture of components, intended to assist cleaning. They may be: 1) Detergent Soap 2) Detergent Powder
Detergent Chemistry?
To understand what is needed to achieve effective cleaning, it is helpful to have a basic knowledge of soap and detergent chemistry
Water, the liquid commonly used for cleaning, has a property called surface tension. In the body of the water, each molecule is surrounded and attracted by other water molecules. However, at the surface, those molecules are surrounded by other water molecules only on the water side. A tension is created as the water molecules at the surface are pulled into the body of the water. This tension causes water to bead up on surfaces (glass, fabric), which slows wetting of the surface and inhibits the cleaning process. You can see surface tension at work by placing a drop of water onto a counter top. The drop will hold its shape and will not spread
In the cleaning process, surface tension must be reduced so water can spread and wet surfaces. Chemicals that are able to do this effectively are called surface active agents, or surfactants. They are said to make water "wetter." Surfactants perform other important functions in cleaning, such as loosening, emulsifying (dispersing in water) and holding soil in suspension until it can be rinsed away. Surfactants can also provide alkalinity, which is useful in removing acidic soils.
Surfactants are classified by their ionic (electrical charge) properties in water: anionic (negative charge), nonionic (no charge), cationic (positive charge) and amphoteric (either positive or negative charge).
Soap is an anionic surfactant. Other anionic as well as nonionic surfactants are the main ingredients in today's detergents. Now let's look closer at the chemistry of surfactants.
SOAPS Soaps are water-soluble sodium or potassium salts of fatty acids. Soaps are made from fats and oils, or their fatty acids, by treating them chemically with a strong alkali. First let's examine the composition of fats, oils and alkalis; then we'll review the soapmaking process .Fats and Oils The fats and oils used in soapmaking come from animal or plant sources. Each fat or oil is made up of a distinctive mixture of several different triglycerides
In a triglyceride molecule, three fatty acid molecules are attached to one molecule of glycerine. There are many types of triglycerides; each type consists of its own particular combination of fatty acids Fatty acids are the components of fats and oils that are used in making soap. They are weak acids composed of two parts A carboxylic acid group consisting of one hydrogen (H) atom, two oxygen (O) atoms, and one carbon (C) atom, plus a hydrocarbon chain attached to the carboxylic acid group. Generally, it is made up of a long straight chain of carbon (C) atoms each carrying two hydrogen (H) atoms.
Alkali An alkali is a soluble salt of an alkali metal like sodium or potassium. Originally, the alkalis used in soapmaking were obtained from the ashes of plants, but they are now made commercially. Today, the term alkali describes a substance that chemically is a base (the opposite of an acid) and that reacts with and neutralizes an acid.
The common alkalis used in soapmaking are sodium hydroxide (NaOH), also called caustic soda; and potassium hydroxide (KOH), also called caustic potash. How Soaps are Made Saponification of fats and oils is the most widely used soapmaking process. This method involves heating fats and oils and reacting them with a liquid alkali to produce soap and water (neat soap) plus glycerine.
The other major soapmaking process is the neutralization of fatty acids with an alkali. Fats and oils are hydrolyzed (split) with a high-pressure steam to yield crude fatty acids and glycerine. The fatty acids are then purified by distillation and neutralized with an alkali to produce soap and water (neat soap).
When the alkali is sodium hydroxide, a sodium soap is formed. Sodium soaps are "hard" soaps. When the alkali is potassium hydroxide, a potassium soap is formed. Potassium soaps are softer and are found in some liquid hand soaps and shaving creams
The carboxylate end of the soap molecule is attracted to water. It is called the hydrophilic (water-loving) end. The hydrocarbon chain is attracted to oil and grease and repelled by water. It is known as the hydrophobic (water-hating) end.
SURFACTANTS IN DETERGENTS <>A detergent is an effective cleaning product because it contains one or more surfactants. Because of their chemical makeup, the surfactants used in detergents can be engineered to perform well under a variety of conditions. Such surfactants are less sensitive than soap to the hardness minerals in water and most will not form a film
Detergent surfactants were developed in response to a shortage of animal and vegetable fats and oils during World War I and World War II. In addition, a substance that was resistant to hard water was needed to make cleaning more effective. At that time, petroleum was found to be a plentiful source for the manufacture of these surfactants. Today, detergent surfactants are made from a variety of petrochemicals (derived from petroleum) and/or oleochemicals (derived from fats and oils). Petrochemicals and Oleochemicals Like the fatty acids used in soapmaking, both petroleum and fats and oils contain hydrocarbon chains that are repelled by water but attracted to oil and grease in soils. These hydrocarbon chain sources are used to make the water-hating end of the surfactant molecule. Other Chemicals Chemicals, such as sulfur trioxide, sulfuric acid and ethylene oxide, are used to produce the water- loving end of the surfactant molecule Alkalis As in soapmaking, an alkali is used to make detergent surfactants. Sodium and potassium hydroxide are the most common alkalis
How Detergent Surfactants Are Made Anionic Surfactants The chemical reacts with hydrocarbons derived from petroleum or fats and oils to produce new acids similar to fatty acids. A second reaction adds an alkali to the new acids to produce one type of anionic surfactant molecule. Nonionic Surfactants
Nonionic surfactant molecules are produced by first converting the hydrocarbon to an alcohol and then reacting the fatty alcohol with ethylene oxide. HOW SOAPS AND DETERGENTS WORK
These types of energy interact and should be in proper balance. Let's look at how they work together. Let's assume we have oily, greasy soil on clothing. Water alone will not remove this soil. One important reason is that oil and grease present in soil repel the water molecules. Now let's add soap or detergent. The surfactant's water-hating end is repelled by water but attracted to the oil in the soil. At the same time, the water-loving end is attracted to the water molecules. These opposing forces loosen the soil and suspend it in the water. Warm or hot water helps dissolve grease and oil in soil. Washing machine agitation or hand rubbing helps pull the soil free.
Marketing means understanding and responding to customer needs, a pre-requisite (condition) for any organization success. According to American marketing association, marketing is concerned with people and the activities involved in the flow of goods and serves from the producer to the consumer. According to W.J. Santan, marketing is a total system of business activities designed to plan, prices, promise and distribute want satisfying goods and services to present and potential customer.
NEED WANTS PRODUCT SERVICE DESIGN PRODUTION SALES SATISFACTION DETERGENT MARKET IN INDIA The Indian fabric wash products market was a highly fragmented one. There was a sizeable unorganized sector. Of the 23 lakh-tonne market, laundry soaps and bars made from vegetable oils accounted for around seven lakh tonnes with synthetic detergents making up the rest. Detergent cakes accounted for 40% of the synthetic detergent used, while powder accounted for the rest. Washing powders were categorized into four segments - economy (selling at less than Rs.25 per kg), mid-priced (Rs.25 - Rs. 90 per kg), premium (Rs. 90 - Rs. 120 per kg) and compact (selling at over Rs. 120 per kg). The compact, premium and medium priced segments together accounted for 20% of the volume share and 35% of the value share. The economy segment made up the remaining lion's share of the market. The fabric wash industry in India was characterized by low per capita consumption, especially in rural markets. The major players in the Indian detergent market were HLL, P&G, Nirma and Henkel (through its joint venture with SPIC, a leading petrochemical company based in the south Indian city of Chennai).
MARKET SHARE
Major Players:
Ghari Rin Wheel Tide Nirma
NIRMA NIRMA is one of the few names - which is instantly recognized as a true Indian brand, which took on mighty multinationals and rewrote the marketing rules to win the heart of princess, i.e. the consumer. Nirma, the proverbial Rags to Riches saga of Dr. Karsanbhai Patel, is a classic example of the success of Indian entrepreneurship in the face of stiff competition. Starting as a one-man operation in 1969, today, it has about 14, 000 employee-base and annual turnover is above Rs. 25, 00 crores.India is a one of the largest consumer economy, with burgeoning middle class pie. In such a widespread, diverse marketplace, Nirma aptly concentrated all its efforts towards creating and building a strong consumer preference towards its value-for-money products. Now, the year 2004 sees Nirmas annual sales touch 800,000 tones, making it one of the largest volume sales with a single brand name in the world. Looking at the FMCG synergies, Nirma stepped into toilet soaps relatively late in 1990 but this did not deter it to achieve a volume of 100,000 per annum. This makes Nirma the largest detergent and the second largest toilet soap brand in India with market share of 38% and 20% respectively.
SURF EXCEL
Surf Excel is currently running two campaigns riding on the popularity of the "Daag Ache Hain" ( Dirt is good) campaign.The new campaign too strikes a chord with the consumers. Continuing with the earlier campaign, the new ad features two kids taking a Puddle fight to distract their fighting parents fighting over a car collision. The voice over says " ifsome thing good happens because of dirt then Dirt is Good". According to a report in agencyfaqs, the creative team had a tough task in continuing a classic campaign and no doubt they have been very successful. The second campaign takes a cue from the World cup. The ad features a group of kids preparing for World Cup 2015.
WASHING POWDER and CAKE
Sr. Name of the Product Multi National Company Indian Substitute 01. Aril, Tide Proctor and Gamble India Ltd. Nirma, 02. Surf-Ultra Hindustan Lever Ltd. Plus, 03. Rin Hindustan Lever Ltd. 555, 501, 255 04. Wheel Hindustan Lever Ltd. Chabi 05. Wheel(cake) Hindustan Lever Ltd. Ghadi 06. Sunlight Hindustan Lever Ltd. Doctor 07. Sunlight(cake) Hindustan Lever Ltd. Hipolin 08. Surf-Ultra (powder) Hindustan Lever Ltd. Fena 09. Check (powder) Henkel Spic India Ltd. Dhara 10. White (powder) Rebit and Colman India Ltd. Date 11. Vim(powder) Hindustan Lever Ltd. Dot 12. Harpic Rebit and Colman of India Ltd. Superfine,Vimal 13. Colin Rebit and Colmen India Ltd. some of the soaps 14. Bricks Henkel Spic India Ltd. of the local industries.
MARKRTING STRATEGIES OF ALL THE MAJOR PLAYERS.
When Procter& Gamble India (P&G) entered the detergent ,market of India at the beginning of the 1990s, the market had just calmed down after a decade long battle between HLLs Surf and Nirma of Nirma Chemicals. Though there were many detergent brands in the market Det, Key, Pont, Chase, Vimal, Vijay, Adhunik, Plus, Hipolene, Tej, Mazda ,Sanzar , etc Surf remained the leader and Nirma the challenger. Choosing the price conscious, lower segment as its market and taking advantage of the concessions as an SSI unit, Nirma Chemicals offered a low-priced brand and promoted it aggressively. HLL had to defend Surf with all its might. The company stepped up its promotion of Surf, relying heavily on aspects like quality and value for money. In addition, HLL introduced a low priced brand, Wheel, and positioned it directly against Nirma in the same segment. HLL also introduced Sunlight detergent powder, a brand extension of its Sunlight washing soap taking advantage of its time tested brand image. Yet, within a few years, Nirma garnered a share of 35 per cent of the market and literally shook Hindustan Lever. The latter had been the market leader for years without any significant challenge whatsoever. Also, by then the detergents market of India had grown into aRs 1,800 crore market. It was into this market that P&G entered with its Ariel as a direct contestant against Surf. In fact, the P&G-HLL battle finally turned out to be one of the major marketing encounters of the 1990s. P&G and Lever, the rivals around the world, were now combating on Indian ground. How did P&G go about marketing Ariel? What marketing strategy did P&G employ? P&G Seeks leadership position in the industry: P&G laid down its marketing strategy in respect of Ariel: P&G aims at making Ariel the leading detergent brand of India, squarely confronting the exiting market leader, Hindustan Lever, and its leading brand, Surf. Our marketing strategy will be centered around this major theme. The company will stick to this plan even if it means sacrificing profits in the short run. P&G put Ariel on the Indian market in 1990, positioning it directly against HLLs Surf.
DETERGENTS UNDER SCRUTINY
The virtually unregulated use of pollutant chemicals in the Indian detergent industry is a situation that needs to be quickly reversed, says Toxics Link.
October 2002 - Cleanliness has been an important consideration for human beings from time immemorial, but the relation between personal and environmental cleanliness is a less obvious one. Soap making dates back to about 1500 BC, the earliest records indicate that a combination of animal and vegetable oils with alkaline salts was used to form a soap-like material. In ancient India too, people used soap preparations made from plant or animal fats. Modern technology has provided synthetic detergents that have slowly replaced soaps. The first detergents were used chiefly for hand dishwashing and fine fabric laundering. This was followed by the development of all-purpose laundry detergents introduced in the U.S. in 1946. Today, India has a diverse range of detergents available off the shelf. The annual consumption of detergents in India ranges to hundreds of thousands of tonnes. The formal sector with its increasing ability to influence consumers via advertisements is expanding its market share aggressively. The detergent market has evolved into a highly competitive one where a myriad brands vie with each other to get the customers' attention. Each brand claims to clean whiter, boasting of technologically dubious terms such as fighting granules, power pearls, etc. Detergents and health
Detergents are household chemical cleaning compounds used for laundering and dishwashing. They contain wetting agents and emulsifiers, based on non-soap synthetic surfactants. Synthetic detergent powders consist of surface-active agents, builders and fillers. In addition they have additives like anti re-deposition agents, optical fibre brighteners (whitening agents), bluing agents, bleaching agents, foam regulators, organic sequestering agents, enzymes, perfumers, and substances that regulate the density and assure crispness of the material they are used on. A study done to understand the Indian consumers knowledge of harmful effects of detergents on health and environment, showed that 77.6 percent of respondents had experienced some kinds of skin irritation due to detergents. Of these the majority comprised of dhobis and rural women. Conventional laundry detergents leave chemical residues on the clothes. These residues enter our bodies either through the skin or through the lungs. They cause many common health problems including allergies, skin infections and in rare cases, cancer. The fragrances used in laundry detergents can prove allergic and be highly irritating to lungs, causing serious health effects to people with asthma or chronic heart problems. The usual result of a continuous and excessive exposure of the skin to detergents is drying, fissuring and dotting of the keratin layer leading to increased permeability that causes sensitization, which may develop into dermatitis. Elderly people are more susceptible to infections that may lead to developing eczema.
Detergents and water pollution
Most laundry detergents in India are phosphate based. Phosphates are a major source of water pollution that has become the direct cause of 42 per cent of human and animal diseases. In India, per capita consumption of detergents in 1994 was 2.8 kg per annum. This is projected to rise to over 4 kg/capita by 2005. In rural areas the use of detergent bars is expected to grow 7-8 per cent annually. The figures are of concern because high quality detergents have as much as 35 per cent STPP in them. According to Prof Narinder K. Kauschik, Professor emeritus for environmental biology at the CanadianUniversity of Guelph, "the main problem is that of phosphate-based detergents promoting eurtrophication of aquatic environments." Eutrophication or Nutrient pollution is a process by which water bodies gradually age and become more productive. Any natural process like this might take thousands of years to progress but human activities accelerate this process tremendously. The presence of excessive plant nutrients causes pollution of water bodies. These plant nutrients are supplied primarily in the form of phosphorus, nitrogen and carbon to water bodies in various ways. Sewage perhaps is a particular source of phosphorus when detergents containing large amounts of phosphates are drained during washing. The algal boom leads to consumption of the oxygen dissolved in water, creating hypoxic, and at times, near anoxic situation. This can lead to excessive eutrophication that kills the fish, cause odour and increase pathogenic animals.
Seasonal impacts
Run-off of phosphates into water streams is not only due to detergents, but also due to fertilizers and manures. Findings show that during the dry seasons when the run-off from agriculture is virtually zero, and manure run-off is down to one fifth of the total annual rate, detergents are responsible for additional loadings of rivers by about 7.3 per cent which poses significant eutrophication impact risks. In India, it is not uncommon to see ponds, lakes and part of rivers choking with algae or other aquatic plants. In the Indian context, this is a grim situation since these water bodies are the primary sources of water for a large section of the population.
The Detergent Industry
Detergent industry refuses to take any action due to a lack of mandatory legislations. As a proactive response to environment risks as result of increasing levels of phosphates, the industry needs to reduce the perilously high phosphate levels of 30 per cent to far lower numbers. Industry representatives have declined to do so on grounds that the amount of phosphate used in northern countries is higher as compared to that in India. The fact is that India relies only on Sewage Treatment Plants (STPs) which are not fully functional even in metropolitan cities unlike northern countries where STPs are installed for every few households. Industry ought to label its products voluntarily for containing phosphate so that it can be left to the consumer to decide. According to Prof. Kaushick strict regulations in North America and Europe makes it mandatory for the multinational detergent industry to produce detergents with nominal phosphate content (or even phosphate-free detergent). The same industry absolves itself of this responsibility in India, where it manufactures detergents with a high phosphate content. The industry vehemently opposes any regulation of phosphate use in detergents. It is not prepared to indicate the percentage phosphate content on detergent packages.
An environmentally superior detergent is the one that makes use of lesser chemical ingredients. The toxicity of detergents decreases by non-addition of additives like perfumes, colour and brightening agents. Minimal packaging can also reduce environmental harm substantially. Synthetic surfactants may be replaced by non-petrochemical surfactants or vegetable oil soaps; builders like phosphates can be replaced by sodium citrate and sodium bicarbonate; dyes and fragrances can be eliminated or minimized. For a simple formula to make your own detergent, write to Toxics Link. Detergent use can never be a totally non-polluting activity. The consumer needs to be informed that the smaller detergent products can also be the least polluting ones. Consumers must press for implementation of labeling standards and regulation so that they may avail of environmentally friendly choices. Using 'green detergents' that do not contain non-essential additives like perfumes, colour and brightening agents in minimal packaging will go a long way in ensuring a cleaner and healthier environment.
Objective
Importance
Scope
Chapter -2 Research Methodology
Research Methodology
Research methodology is a scientific way to solve research problem. It may be understood as a science of studying how research is doing scientifically. In it we study various steps that are generaly adopted by researchers in studying their research problem.
Research design Plan for a study that is used as a guide in collecting and analyzing of data. Research design mainly following types 1. Exploratory research 2. Descriptive research 3. Experimental research
1. Exploratory research It is preliminary study of an unfamiliar problem about which the researcher has title or no knowledge. it is similar to a doctors initial investigation of patient suffering from and unfamiliar melody for getting some clues for identifying it. 2. Descriptive research Descriptive research is a fact-finding investigation with adequate interpretation. It is simplest type of research. It is more specific than an exploratory study as it has focus on particular aspects or dimensions of problem studied. It is designed to gather descriptive information provides information for formulating more sophisticated studies. 3. Experimental research There are various phenomena such as motivation, productivity, development and operational efficiency which is influenced by various variable on a phenomenon. This need has given rise to experimental research. Note- I have use the descriptive study in this research.
Sampling Techniques Or Methods Sampling techniques of method is classified into two types 1. Probability sampling 2. Non-probability sampling
1- Probability sampling The probability sampling is the based on the theory of probability. It is also known as random sampling. It provide known non-zero chance of selection for each population it element. In the probability sampling every population has equal chance of being selected.
2- Non-probability sampling It is not based on the theory of probability it is also called non random sampling. This sampling does not provide a chance of selection of each population element the only merits of this type of sampling are simplicity, convenience and low cost.
Note- We adopt the probability sampling techniques in this research
Data Collection Techniques 1. Primary data 2. Secondary data 1. Primary Data Primary data are directly collected by the researcher from their original sources. In this case, researcher can collect the required data precisely according to the research needs, he can collect them when he wants them and in the form of he needs them. But collection of primary data is costly and time consuming. There are various sources of primary data observation, interviewing, mail survey, experimentation etc. 2. Secondary Data Secondary data are those data which have been already collected and analysed by some earlier agency for its own use, and later the same data and are used by a different agency. Its sources are may be classified as internal source and external source.
Note- I have use the primary data in our survey. Sampling size- The sampling size of the study of 100 units. I.
B) DATA COLLECTION METHOD
PRIMARY SECONDARY
Direct personal Interview Indirect personal Interview
Information from correspondents Govt. publication Mailed questionnaire Report Committees & Commissions Question filled by enumerators. Private Publication Research institute
Published Sources Unpublished Sources
Chapter -3 Data Analysis & Interpretation
Q-1. Do you user of detergent or bar?
Particular No of respondent Percentage Yes 100 100% No 00 00% Total 100 100%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Yes No 100% 0% User of detergent or bar Analysis After the survey the researcher found that 100% respondent use detergent and bar. Interpretation The above analysis shows that all of the respondents use detergent and bar.
Q-2. Which product generally you use?
Particular No of respondent Percentage Detergent 38 38% Bar 22 22% Both 40 40% Total 100 100%
0% 5% 10% 15% 20% 25% 30% 35% 40% Detergent Bar Both 38% 22% 40% Product generally you use
Analysis After the survey the researcher found that 38% respondent use detergent and 22% respondents use bar and 40% respondents use both. Interpretation The above analysis shows that most of the respondents use both detergent and bar..
Q-3. Which Brand of washing powder/bar do you use?
Particular No of respondent Percentage Ghari 22 22% Rin 18 18% Wheel 20 20% Tide 17 17% Other 23 23% Total 100 100%
0% 5% 10% 15% 20% 25% Ghari Rin Wheel Tide Other 22% 18% 20% 17% 23% Brand of washing powder/bar do you use
Analysis After the survey the researcher found that 22% respondent use Ghari Brand of washing powder/bar, 18% respondent use Rin Brand of washing powder/bar, 20% respondent use wheel Brand of washing powder/bar, 17% respondent use Tide Brand of washing powder/bar, and 23% respondent use other Brand of washing powder/bar
Interpretation The above analysis shows that most of the respondents use other Brand of washing powder/bar.
Q-4. From which source you get the information about detergent/bar?
Particular No of respondent Percentage . Television 43 43% Newspaper 13 13% Shopkeeper 15 15% Friends 10 10% Other 19 19% Total 100 100%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% . Television Newspaper Shopkeeper Friends Other 43% 13% 15% 10% 19% Information source about detergent/bar
Analysis After the survey the researcher found that 43% respondent get information from T.V., 13% respondent get information from Newspaper, 15% respondent get information from Shop keeper, 10% respondent get information from Friends and 19% respondent get information from Other sources. Interpretation The above analysis shows that most of the respondents get information from T.V.
Q-5. Which companies provide more variety and schemes?
Particular No of respondent Percentage Ghari 12 22% Rin 32 32% Wheel 20 20% Tide 17 17% Other 23 23% Total 100 100%
0% 5% 10% 15% 20% 25% 30% 35% 22% 32% 20% 17% 23%
Analysis After the survey the researcher found that 22% respondent say Ghari Company provide more variety and schemes, 32% respondent say Rin Company provide more variety and schemes, 20% respondent say wheel Company provide more variety and schemes, 17% respondent say Tide Company provide more variety and schemes, and 23% respondent say Other Company provide more variety and schemes,
Interpretation The above analysis shows that most of the respondent say Rin Company provide more variety and schemes.
Q-6. In what quantity do you buy washing powder/bar?
Particular No of respondent Percentage 100 G.g. 22 22% 250 G.m. 18 18% 500 G.m 20 20% 1 K.g. 17 17% 2 K.g. 23 23% Other 00 00 Total 100 100%
0% 5% 10% 15% 20% 25% 22% 18% 20% 17% 23% 0
Analysis After the survey the researcher found that 22% respondent 100 gram quantity buy washing powder/bar, 18% respondent 250 gram quantity buys washing powder/bar, 20% respondent 500 gram quantity buys washing powder/bar, 17% respondent 1 K.G. quantity buys washing powder/bar, 23% respondent 2 K.G. quantity buys washing powder/bar, 00% respondent other quantity buys washing powder/bar.
Interpretation The above analysis shows that most of the respondent 2 K.G. quantity buys washing powder/bar.
Q-7. How often you buy washing powder/bar?
Particular No of respondent Percentage Daily 22 22% Weekly 18 18% Monthly 60 60% Total 100 100%
0% 10% 20% 30% 40% 50% 60% 22% 18% 60%
Analysis After the survey the researcher found that 22% respondent daily buy washing powder/bar, 18% respondent weekly buy washing powder/bar, and 60% respondent monthly buy washing powder/bar. Interpretation The above analysis shows that most of the respondents monthly buy washing powder/bar.
Q-8. What quantity of detergent powder and bar generally you consumes/use in a month?
Analysis After the survey the researcher found that 40% respondent use 12 ,100gram detergent powders and 0-6 bar, 30% respondent use 5 ,250gram detergent powders and 6-9 bar, 20% respondent use 5 ,500gram detergent powders and 9-12 bar, and 10% respondent use 1,1 K.G. detergent powders and 12-15 bar. Interpretation The above analysis shows that most of the respondent use 12 ,100gram detergent powders and 0- 6 bar.
Q-9. From where do you like to buy your washing powder?
Particular No of respondent Percentage Hyper market 22 22% Retail store in sopping 18 18% Kirana store 40 40% Home delivery 12 12% Other 8 8% Total 100 100%
0% 5% 10% 15% 20% 25% 30% 35% 40% 22% 18% 40% 12% 8% Analysis After the survey the researcher found that 22% respondent like to buy washing powder from hyper market, 18% respondent like to buy washing powder from retail store, 40% respondent like to buy washing powder from kirana store, 12% respondent like to buy washing powder from home delivery, and 8% respondent like to buy washing powder from other way.
Interpretation The above analysis shows that most of the respondent like to buy washing powder from kirana store.
Analysis After the survey the researcher found that18% respondent say regarding price factor preference detergent/bar, 22% respondent say regarding quality factor preference detergent/bar, 8% respondent say regarding scheme factor preference detergent/bar, 12% respondent say regarding other factor preference detergent/bar, and 40% respondent say regarding advertisement factor preference detergent/bar. Interpretation The above analysis shows that most of the respondent says regarding advertisement factor preference detergent/bar.
Q-11.Rate your preference regarding detergent/bar?
Particular No of respondent Percentage Price 2 22% Quality 1 40% Safety 3 18% Nose 5 8% Availability 4 12% Total 100 100%
0% 5% 10% 15% 20% 25% 30% 35% 40% 22% 40% 18% 8% 12% Analysis After the survey the researcher found that 22% respondent ranked 2 nd for the price of detergent/bar, 40% respondent ranked 1 st for the quality of detergent/bar, 18% respondent ranked 3 rd for the safety of detergent/bar, 8% respondent ranked 5 th for the nose of detergent/bar, and 12% respondent ranked 4 th for the availability of detergent/bar. Interpretation The above analysis shows that most of the respondent ranked 1 st for the quality of detergent/bar
Q-12.What is the satisfaction level of with your prefer brand?
Particular No of respondent Percentage Highly Satisfied
Analysis After the survey the researcher found that22% respondent Highly Satisfied with prefer brand, 50% respondent Satisfied with prefer brand, 18% respondent dissatisfied with prefer brand, and 8% respondent highly dissatisfied with prefer brand. Interpretation The above analysis shows that most of the respondent Satisfied with prefer brand.
FINDINGS
After the survey the researcher found that 100% respondent use detergent and bar. After the survey the researcher found that 38% respondent use detergent and 22% respondents use bar and 40% respondents use both. After the survey the researcher found that 22% respondent use Ghari Brand of washing powder/bar, 18% respondent use Rin Brand of washing powder/bar, 20% respondent use wheel Brand of washing powder/bar, 17% respondent use Tide Brand of washing powder/bar, and 23% respondent use other Brand of washing powder/bar After the survey the researcher found that 43% respondent get information from T.V., 13% respondent get information from Newspaper, 15% respondent get information from Shop keeper, 10% respondent get information from Friends and 19% respondent get information from Other sources. After the survey the researcher found that 22% respondent say Ghari Company provide more variety and schemes, 32% respondent say Rin Company provide more variety and schemes, 20% respondent say wheel Company provide more variety and schemes, 17% respondent say Tide Company provide more variety and schemes, and 23% respondent say Other Company provide more variety and schemes, After the survey the researcher found that 22% respondent 100 gram quantity buy washing powder/bar, 18% respondent 250 gram quantity buys washing powder/bar, 20% respondent 500 gram quantity buys washing powder/bar, 17% respondent 1 K.G. quantity buys washing powder/bar, 23% respondent 2 K.G. quantity buys washing powder/bar, 00% respondent other quantity buys washing powder/bar. After the survey the researcher found that 22% respondent daily buy washing powder/bar, 18% respondent weekly buy washing powder/bar, and 60% respondent monthly buy washing powder/bar. After the survey the researcher found that 22% respondent like to buy washing powder from hyper market, 18% respondent like to buy washing powder from retail store, 40% respondent like to buy washing powder from kirana store, 12% respondent like to buy washing powder from home delivery, and 8% respondent like to buy washing powder from other way. After the survey the researcher found that18% respondent say regarding price factor preference detergent/bar, 22% respondent say regarding quality factor preference detergent/bar, 8% respondent say regarding scheme factor preference detergent/bar, 12% respondent say regarding other factor preference detergent/bar, and 40% respondent say regarding advertisement factor preference detergent/bar. After the survey the researcher found that 22% respondent ranked 2 nd for the price of detergent/bar, 40% respondent ranked 1 st for the quality of detergent/bar, 18% respondent ranked 3 rd for the safety of detergent/bar, 8% respondent ranked 5 th for the nose of detergent/bar, and 12% respondent ranked 4 th for the availability of detergent/bar. After the survey the researcher found that22% respondent Highly Satisfied with prefer brand, 50% respondent Satisfied with prefer brand, 18% respondent dissatisfied with prefer brand, and 8% respondent highly dissatisfied with prefer brand. After the survey the researcher found that 40% respondent use 12 ,100gram detergent powders and 0-6 bar, 30% respondent use 5 ,250gram detergent powders and 6-9 bar, 20% respondent use 5 ,500gram detergent powders and 9-12 bar, and 10% respondent use 1,1 K.G. detergent powders and 12-15 bar.
CONCLUSION The liberalization and globalization of Indian economy has taken place almost a decade ago, the focus point in any organization is Customer satisfaction. The phase such as Customer is king in our business, service to customer is service to god are no more a myth but turned out to be a reality. Customer satisfaction is the base of any business expansion because of the stiff competition prevalent in the market. Whether the buyer is satisfied after the purchase depends on the offers performance in relation to the buyers expectation. In general; satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance ( or outcome) in relation to his or her expectation. As this definition makes clear, satisfaction is a function of perceived performance and expectation. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations the customer is satisfied.
According the survey of my project that is the conclusions:-
The above analysis shows that all of the respondents use detergent and bar.
The above analysis shows that most of the respondents use both detergent and bar.
The above analysis shows that most of the respondents use other Brand of washing powder/bar.
The above analysis shows that most of the respondents get information from T.V.
The above analysis shows that most of the respondent say Rin Company provide more variety and schemes.
The above analysis shows that most of the respondent 2 K.G. quantity buys washing powder/bar.
The above analysis shows that most of the respondents monthly buy washing powder/bar.
The above analysis shows that most of the respondent like to buy washing powder from kirana store. The above analysis shows that most of the respondent says regarding advertisement factor preference detergent/bar.
The above analysis shows that most of the respondent ranked 1 st for the quality of detergent/bar
The above analysis shows that most of the respondent Satisfied with prefer brand.
The above analysis shows that most of the respondent use 12, 100gram detergent powders and 0-6 bar.
QUESTIONAIRE Dear Respondent, Myself BhupendraYadav pursuing B.B.A. at T.E.R.I. P.G. GHAZIPUR. I seek your responses and kind co-operation for the purpose of my survey project report.
THANK YOU BhupendraYadav B.B.A.4 th sem T.E.R.I. P.G. College Ghazipur Name.Occupation. AgeGender Education.Income.. Q-1. Do you user of detergent or bar? a.yes b.No Q-2. Which product generally you use? a. Detergent b. Bar c. Both Q-3. Which Brand of washing powder/bar do you use? a. Ghari b.Rin c. Wheel d.Tide e. Other Q-4. From which source you get the information about detergent/bar? a. Television b.Newspaper c. Shopkeeper d. Friends e. Other Q-5. Which company provide more variety and schemes? a. Ghari b.Rin c. Wheel d.Tide e. Other Q-6. In what quantity do you buy washing powder/bar? a. 100 G.g. b.250 G.m. c. 500 G.m. d.1 K.g. e. 2 K.g. f. Other Q-7. How often you buy washing powder/bar? a. Daily b. Weekly c. Monthly Q-8. What quantity of detergent powder and bar generally you consumes/use in a month? Powder Using Bar Using 100 G.m 0-6 250 G.m 6-9 500 G.m 9-12 1 K.g. 12-15
Q-9. From where do you like to buy your washing powder? a. Hayper market b. Retail store in sopping c. Kirana store d. Home delivery e. Other Q-10.Which factor youre regarding preference detergent/bar? a. Price b. Quality c. Advertisement d. Schemes e. Other Q-11.Rate your preference regarding detergent/bar? Price Quality Safety Nose Availability
Q-12.What is the satisfaction level of with your prefer brand? a. Highly Satisfied b. Satisfied c. Highly dissatisfied d. Dissatisfied Q-11.You suggestion if any?