CUSTOMER SATISFACTION ON

PEPSI SOFT DRINK

A Project Report Submitted
In the Partial Fulfillment of the Requirements
For the Degree of
Bachelor of Business Administration
By
KESHAV OJHA
(Y141805144)
BBA- 4th Semester

Under the Guidance of:

Mr.Lokesh uke
(Assistant Professor)

Department of Business Management

Dr. Hari Singh Gour Central University
Sagar (M.P.), India
Year 2016

PREFACE

The students of B.B.A 3nd semester (19th batch) has to undergo a survey as a part of
their academic course. The project titled Customer satisfaction on Pepsi soft drink.
The main purpose of undergoing such survey is to know the marketing strategy of
Pepsico and knowing company status.

Keshav Ojha
B.B.A (Hons) 4th Sem

DECLARATION
I hereby declare that the project conducted on Customer satisfaction on Pepsi soft
drink (India) under the guidance of Mr. Lokesh uke Assistant Professor, Department of
Business Management Dr. Hari Singh Gour Central University, Sagar (M.P.) is my own
work and the same has not been submitted for the award of any other
Degree/Diploma/fellowship or other similar titles or prizes.

Date
Place: Sagar

CERTIFICATE

This is to certify that Keshav Ojha has worked for her BBA project entitled
Customer satisfaction on Pepsi soft drink (India) in partial fulfillment of the degree
of Bachelor of Business Administration. He has completed his project under my
supervision. His work is original, satisfactory and is not submitted anywhere else for the
award of any degree.
I hereby forward his Project and wish him success in future endeavor.

Guide Signature:
Name:
Program Head Signature:

ACKNOWLEDGEMENT

It is a great opportunity for me to express my sincere thanks to Prof. Y. S. Thakur, Head,

Department of Business Management, and Dr. Hari Singh Gour Central University Sagar
(MP). I would like to pay my special gratitude to Mr. Lokesh uke Assistant professor,
who supervised my work, for his valuable guidance and constant encouragement
throughout my project work.
I am very thankful to the all respected faculty members of the department, who supported
me in the preparation of my project. Finally, I would like to thank my parents, my friends
without whom the completion of the project would not have been possible.

Keshav ojha
Y141805
144

TABLE OF CONTENT
S.NO

CONTENTS

PAGE NO.

Chapter-1
Introduction
1

Soft drink industry in India

1.2

About PepsiCo

1.3

Our mission and vision

3-4

1.4

Pepsi beginning

1.5

Achievements

6-9

1.6

Company product

10

1.7

Global division

11

1.8

PepsiCo leadership

12

1.9

Competitors

13-14

1.10

Review of literature

15-16

Chapter-2
2.1

Research methodology

17-21

Chapter-3
3.1

Data analysis and interpretation

22-34

Chapter-4
4.1

Conclusion, suggestions and bibliography.

35-37

CHAPTER-1
INTRODUCTION
Soft Drink Industry in India:
A soft drink is a non-alcoholic beverage that typically contains carbonated water, a
sweetener, and a flavoring agent. The sweetener may be sugar, high-fructose corn syrup,
or a sugar substitute in the case of diet drinks. Soft drinks are available in glass bottles,
aluminum cans and PET bottles for home consumption. Fountains also dispense them in
disposable containers Nonalcoholic soft drink beverage market can be divided into fruit
drinks and soft drinks. Soft drinks can be further divided into carbonated and noncarbonated drinks. Cola, lemon and oranges are carbonated drinks while mango drinks
come under non carbonated category. The market can also be segmented on the basis of
types of products into cola products and non cola products. Cola products account for
nearly 61-62% of the total soft drinks market. The brands that fall in this category are
Pepsi, Coca- Cola, Thumps Up, diet coke, Diet Pepsi etc. Non-cola segment which
constitutes 36% can be divided into 4 categories based on the types of flavors available,
namely: Orange, Cloudy Lime, Clear Lime and Mango. In 2011, soft drinks registered its
highest off-trade value growth rate for the review period. This growth was helped by high
double-digit volume sales growth in most categories as well as appreciably higher unit
prices in 2011. Sports and energy drinks, bottled water, ready to drink (RTD) tea and
fruit/vegetable juice all maintained bullish growth even as abundant rainfall seemed to
halt the spectacular recovery of carbonates witnessed in 2010.

About Pepsico
PepsiCo products are enjoyed by consumers one billion times a day in more than 200
countries and territories around the world. PepsiCo generated more than $66 billion in net
revenue in 2014, driven by a complementary food and beverage portfolio that includes
Frito-Lay, Gatorade, Pepsi-Cola, Quaker and Tropicana. PepsiCos product portfolio
includes a wide range of enjoyable foods and beverages, including 22 brands that
generate more than $1 billion each in estimated annual retail sales.
At the heart of PepsiCo is Performance with Purposeour goal to deliver top-tier
financial performance while creating sustainable growth and shareholder value. In
practice, Performance with Purpose means providing a wide range of foods and
beverages from treats to healthy eats; finding innovative ways to minimize our impact on
the environment and reduce our operating costs; providing a safe and inclusive workplace
for our employees globally; and respecting, supporting and investing in the local
communities where we operate.

Our Mission and Vision

At PepsiCo we believe that business and society can thrive together. We are guided by
Performance with Purpose: delivering top-tier results in a way that sustains and respects
business, society and the planet.

Our Mission
As one of the largest food and beverage companies in the world, our mission is to provide
consumers around the world with delicious, affordable, convenient and complementary
foods and beverages from wholesome breakfasts to healthy and fun daytime snacks and
beverages to evening treats. We are committed to investing in our people, our company
and the communities where we operate to help position the company for long-term,
sustainable growth.

Our Vision
At PepsiCo, we're committed to achieving business and financial success while leaving a
positive imprint on society delivering what we call Performance with Purpose.
In practice, Performance with Purpose means providing a wide range of foods and
beverages from treats to healthy eats; finding innovative ways to minimize our impact on
the environment and reduce our operating costs; providing a safe and inclusive workplace
for our employees globally; and respecting, supporting and investing in the local
communities where we operate.
Wherever we do business, Performance with Purpose is our guide. We believe that
delivering for our consumers and customers, protecting the environment, sourcing with
integrity and investing in our employees are not simply good things to do, but that these
actions fuel our returns and position PepsiCo for long-term, sustainable growth.

Guiding Principles
To advance our mission and vision with honesty, fairness and integrity, we are committed
to six guiding principles. When conducting business around the world, we must always
strive to:
Care for our customers, our consumers and the world we live in.
We are driven by the intense, competitive spirit of the marketplace, but we direct this
spirit toward solutions that benefit both our company and our constituents. We see our
success as inextricably linked to that of our customers, consumers and communities.
Sell only products we can be proud of.
The true test of our standards is our own consumption and endorsement of the products
we sell. Without reservation. Our confidence helps ensure the quality of our products,
from the moment we purchase ingredients to the moment it reaches the consumer's hand.
Speak with truth and candor.
We tell the whole story, not just what's convenient to our individual goals. In addition to
being clear, honest and accurate, we are responsible for ensuring our communications are
understood.
Win with diversity and inclusion.
We embrace people with diverse backgrounds, traits and ways of thinking. Our diversity
brings new perspectives into the workplace and encourages innovation, as well as the
ability to identify new market opportunities.
Balance short-term and long-term.
In every decision, we weigh both short-term and long-term risks and benefits.
Maintaining this balance helps sustain our growth and ensures our ideas and solutions are
relevant both now and in the future.
Respect others and succeed together.

Our mutual success depends on mutual respect, inside and outside the company. It
requires people who are capable of working together as part of a team or informal
collaboration .While our company is built on individual excellence, we also recognize the
importance and value of teamwork in turning our goals into accomplishments.

Pepsis beginning
Pepsi Co, inc was established through the merger of Pepsi-cola and Fritto- lays, Pepsicola was created in the late 1890s by Caleb brad Ham.a new Bern N.C. pharmacists
Fritto lays INC. was formed by the 1961 merger of the Fritto company founded by Elmer
Doolin in 1932and the HW.lays company founded by something W.lays also in 1932
human lay, former chairmen and CEO of Fritto lays was chairman of the board of
directors of the new Company. Donald. N.Kenders former president and chief executive
officer. The new company reports sales of $510 million and has 19000 Employees .major
products of the new companies arePepsi-cola company: Pepsi-cola(formulated in 1898) diet Pepsi 1964 and mountain
introduced by tip corporation in 1948.

Pepsi is a hundred-year-old brand loved by over 200 million people worldwide.

Pepsi is ubiquitous on just about every social occasion.

Youngistaan loves it. 200 million people worldwide love it. But what has made
Pepsi the single largest selling soft drink brand in India is actually a formula
concocted a century ago in a faraway continent.

1886, the US. Caleb Bradman, a man with a plan formulated a blockbuster of a
digestive drink and decided to call it Brads drink. The potion was to become
Pepsi Cola in 1898, and eventually, Pepsi in 1903.

Since its inception, Pepsi has always been at the forefront of the beverage industry
and has come up with revolutionary concepts such as Diet Pepsi, 2l bottles,
recyclable plastic cola bottles and the enviable My Can.

Over all business achievement

Fortune's World
Named among Fortune's World's Most Admired Companies (2015)
Barron's World
Ranked 33rd on Barron's World's Most Respected Companies list (2014)
Financial Times Bowen Craggs Index

Included in Financial Times Bowen Craggs Index of corporate online effectiveness (2014)
Best Global Brands
Ranked 22nd in Best Global Brands by Interbrand (2013)

CoreBrand
Ranked 2nd on CoreBrand's list of Most Respected Companies (2014)
Fortune 500
Ranked 43rd on the Fortune 500 list (#1 in Food Consumer Products category) (2014)
New York Stock Exchange (NYSE)
Awarded Best Governance, Risk and Compliance Program
(Large-Cap Company) by the NYSE Governance Services' (2014)

Corporate Secretary Magazine

Awarded Best Overall Governance, Compliance and Ethics Program (Large Cap Category
2013)
Corporate Secretary Magazine
Awarded Best Shareholder Engagement at Corporate Governance Awards (2014)

Dow Jones
Included on the Dow Jones Sustainability North
America Index for 9th consecutive year and the World Index for 8th
consecutive year (2014)
Carbon Disclosure Project (CDP)
Recognized by the Carbon Disclosure Project (CDP) for a 94 percent carbon disclosure score
(2013)
Ethisphere's World
Named among Ethisphere's World's Most Ethical Companies for 10th consecutive year
(2016)
Corporate Responsibility Magazine
Named among Corporate Responsibility magazine's World's 100 Best Corporate Citizens
(2014)
Newsweek
Named among the top U.S. and global companies on Newsweek's Green Rankings (2014)

Interbrand
Ranked 30th in Best Global Green Brands by Interbrand (2014)
Energy Star
Awarded the Energy Star Partner of the Year for Sustained Excellence (2014)
Stockholm Industry
Awarded the Stockholm Industry Water Award in recognition of the company's innovative
and outstanding water stewardship initiatives (2012)
U.S. Water Alliance
Recipient of the U.S. Water Prize from the U.S. Water Alliance (2012)

Corporate Equality Index

Scored 100 percent on the Corporate Equality Index for the Human Rights Campaign for our
LGBT efforts (2016)
Working Women
Named among Working Mothers Best Companies for Multicultural Women (2014)
LatinStyle
Named among LatinaStyles 50 Companies for Latinas (2014)

Black Enterprise
Acknowledged by Black Enterprise as one of the Best 40 Companies for Diversity (2013)
Hispanic Business
Ranked 10th on Hispanic Business' Best Companies for Diversity (2014)
Women Business Enterprise National Council (WBENC)
Named among the America's Top Corporations for Women's Business Enterprises by the
Women Business Enterprise National Council (WBENC) (2014)
Diversity Business
Named 17th on Diversity Business list America's Top Organizations for Multicultural
Business Opportunities (2014)

Company products
Foods
PepsiCos foods division Frito-Lay is the leader in the branded salty snack market. All
its products are free of trans-fat and MSG. It manufactures Lays potato
chips, Cheetos extruded snacks, Uncle Chipps and traditional snacks under
the Kurkure and Lehar brands. The companys high-fibre breakfast cereal, Quaker
Oats and low-fat and roasted snack options like Aliva increase the number of healthy
choices available to consumers.

Cheetos

Kurkure
Lays
Lehar Namkeen
Quaker Oats
Uncle Chipps

Beverages
PepsiCo Indias expansive portfolio includes iconic refreshment
beverages Pepsi, 7UP, Nimbooz, Mirinda, Slice and Mountain Dew, in addition to
low-calorie options such as Diet Pepsi, hydrating and nutritional beverages such
as Aquafina drinking water, isotonic sports drink Gatorade and fruit juices such
as Tropicana and Tropicana 100%.

7UP
Aquafina
Duke's
Gatorade
Mirinda
Mountain Dew
Nimbooz
Pepsi
Slice
Tropicana

Global Divisions

PepsiCo's food and beverage products are sold around the world. Our six global
divisions, either independently or in conjunction with third parties, make, market,
distribute and sell a wide variety of food and beverages in our diverse product portfolio,
drive innovation, and are focused on delivering Performance with Purpose - our goal to
position PepsiCo for long-term, sustainable growth by aligning what is good for our
business with what is good for society and the planet.

North America Beverages (NAB)

The roots of North America Beverages (NAB), which includes all of our beverage
businesses in the United States and Canada (North America), go back to 1898, when
Caleb Bradham, an innovative entrepreneur from New Bern, North Carolina created
Pepsi-Cola, offered it to his pharmacy customers, and started a movement that would
quench consumers thirst for generations to come.
Today, after decades of new product innovation, partnerships and strategic acquisitions,
PepsiCos diversified portfolio of iconic beverages are enjoyed all over the world. NAB
offers 11 billion-dollar brands that span carbonated soft drinks, juices and juice drinks,
ready-to-drink teas and coffees, sports drinks, and bottled waters.
NAB also manufactures and distributes certain brands licensed from Dr Pepper Snapple
Group, Inc. (DPSG), including Dr Pepper, Crush and Schweppes, and certain juice brands
licensed from Dole Food Company, Inc. (Dole) and Ocean Spray Cranberries, Inc.
(Ocean Spray).

Pepsico leadership

Indra k. nooyi
(Chairman and chief executive officer)

Jon banner
( executive vice president
communication)

Oswald barckahn
(President , north america nutrition)

Umra beba
(senior vice pesident chief hr officer for
human capital)

Competitors
About the Soft Drink Industry
Companies in this industry thrive on creating unique drinks that quench thirst and
taste great. In order to succeed in this industry a company must understand the
science of soft drinks as well as knowing how to navigate in an industry that is
dominated by two giants such as Coca-Cola and Pepsi. In order to distinguish
themselves from the two giants brands such as Dr. Pepper and Monster Energy
provide a completely different style of product that tastes unique or provides added
nutrients and energy

About Monster Beverage

Monster Beverage manufactures energy drinks and soft drinks under a variety of
brands, most common is their own Monster Energy brand. The company, who was
founded in 1935, is headquartered in Corona, California and has gone on to become
one of the biggest brand names in its industry. The company has grown since their
beginning and posted a $2.2 billion revenue in 2013 and employs around 1,200
employees.

About Pepsi
PepsiCo is known for their soft drink brand Pepsi but the company also owns the
Frito-Lay snack brand as well. The company was founded in 1898 and is currently
headquartered in Purchase, New York, United States. The company has grown
significantly since its foundation and has acquired some of the largest brand names in
the industry such as Gatorade, Quaker Oats and Tropicana. PepsiCo posted a revenue
of $66.4 billion in 2013 and employs around 280,000 employees all around the world.

About Coca Cola

Coca Cola is a company that is headquartered in Atlanta, Georgia, United States. The
company produces carbonated soft drinks all around the globe and has become the
most valuable brand on the planet. Their marketing campaigns and publicity is hard to
match as they can be found in over 200 countries worldwide and are in partnerships
with a large number of big name restaurants. The company was founded in 1886 and
has gone on to become one of the most successful brands on the planet. The company
offers their brand name Coca-Cola flavor but also owns a number of other popular
brand names of soft drink. The company is also known for their iconic glass bottles
and polar bear commercials. Coca Cola posted a revenue of $46.8 billion and employs
around 130,000 employees around the world

REVIEW OF LITERATURE
Anattempthasbeenmadetopersuetheliteratureofearlierstudies.Afewstudieshave
beenconductedinthefieldofmangofruitdrinks.Mangofruitdrinkshavebeenusedin
thedaytodaylifeofmillionsofconsumers.Astudyonmangofruitdrinkshelpsto
millionsofconsumershowitisbenefitedandwhataretheproblemswhileinusingitand

howtheyopinedaboutit.Forthepurposeofreview,studiesconductedonmangofruit
drinks are studied. The methodology and findings of these research works had been
carefullystudiedandanalyzedbythepresentresearcher.Usefulhintsweredrawnfrom
thesestudieswhichhelpedinputtingthepresentresearchworkinaproperperspective.
Thegistofsomeoftherelevantresearchstudiesandresearchpapersonsoftdrinksand
fruitdrinksarepresentedinthischapter.

Dhuna(1984) inhisarticleAnAnalysisofConsumerBehaviourACaseStudyof
SoftDrinksdoneinRohtakduring198384aimedatdeterminingtheprevalentattitudes
ofconsumerstowardssoftdrinks.Takingasampleof150consumer,heshowedhow
factors like age, profession, sere and income affect attitudes in the purchase of the
productshisfindingwereasfollows:CampaColaapuresoftdrinksproduct,wasfound
tobehighlypopularamongtheconsumers.ThesecondpositionwasheldbyThumpsup,

thethirdbyLimcaandthefourthbygoldspot.Regardingtheconsumptionpatternofconsumers,
itwasfoundthat54percentoftherespondentswereinthehabitoftakingsoftdrinksinsummer
only.Tasteandtherespondentsinterestintheproductsadvertisements,werefoundtoplythe
mostimportantroleinthepurchasedecision.Itwasalsofoundthatabout70percentofthe
respondentschangedtheirbrandquiteoften.
Lawrance(1984)inhisstudyonEffectivepublicityhowtoreachthepublicpeople
concludedthatasCococolaoccupiedthatthemajorsoftdrinksmarketpositioninruralarea.
ConsumermindwouldobviouslytilttowardsCococolasobycorrectproductpositioninginthe
market7upcoulddifferentiateitfromotherCococolabrandsandcouldsellmore.7updidso
positioningitselfasanalternativestoCocacola.Theysuggestedthatmostoftheruralarea
peoplewouldbuycococolamaybedisappointedanditofferedPepsiconsumershavestrong
brandpreferenceforfastmovingproductspowerofrelations.
White(1989)inhisstudyonProductdifferentiationandmergersinthecarbonatedsoft
drinkindustryconcludedthatthepriceimplicationandwelfarelossesareevenmoresubstantial
forthemergerofPepsicoand7upandespecially,forthehypotheticalmergerofCococolaCo
andPepsiCo.OnemightexpectconsumerstoStockupduringsalesperiods,purchasinglarge
assortmentsofitemswhiletheyareperceivedtobeexperiencedwithcertaingoods,theymay
begin to vary their purchase assortment to seek variety. On the supply side, the study of
equilibrium pricing could be extended to include the timing of shortrun price cuts and
subsequently,theimpactofmergeronthesetypesofconsumerdrivenpromotions.
Kumar (1990) in his project report entitled Consumer preference for soft drinks in
Urban area of Coimbatore. The objectives of the study was the preference of consumer
regarding soft drinks and to know the satisfaction of consumers about quantity availability.
Percentageanalysishasbeenusedformajorityofmaleandfemaleconsumesoftdrinksamong
maleGoldSpotisthemostpopulardrinksandfemaleThumpsupisthemostpopulardrinks.

Chapter - 3
Research Methodology
Objective of study

To know about the market composition of Pepsi soft drink.

To conduct a primary study for measuring customer satisfaction.
To conduct primary study for measuring customer satisfaction on availability.
To know the marketing strategy used by Pepsi soft drink

Need of study

This project is done to study the customer satisfaction for Pepsi soft drink.
The survey is conducted to know the option ,views ,expectation and satisfaction level of
customer towards the company
To find out customer loyalty with the tee
To determine the advertisement & promotion policy of this brands

Scope of study
This study entails to various dimensions as customer behavior is applicable to marketing of this
product in market. And this is a market survey related to customer satisfaction .
SOCIETY- this study help the society in respect to understand there demand for betterment of
the brand.
MANUFACTURER- this study help the manufacturer to understand consumer to customize its
product according to the consumers demand.

Data Collection Method

Raw data or primary data
Is a term for data collection from source .raw data have not been subjected to processing or any
other manipulation and are also referred to as primary data . raw data is a relative term . Raw
data can be input to a computer program or used in manual procedure such as analyzing statists
from a survey. The term can be referred to the binary data on electronics storage devices such as
hard disks drives.

It is like the eyewitness testimony at a trials .No one has tarnished it or spun it adding their own
opinion or bias so can from basis of objective conclusions . primary data are those which are
collected for first time and so are crude form.
It is collected either by the investigator himself or through his agents .These are different
methods of collecting primary data .Each method has its relative merits and demits .The
investigator has to chose a particular method to collect the information.
Method of primary or raw data collection used in this study is :Direct personal observation:This is a very generals method of collection primary data .Hence the investigator directly
contacts the informants, solicits their corporation and enumerates the data.
The information is collected by direct personal interviews.
Indirect Personals Oral Interview.
This is an indirect method of collection primary data .Here information is not collected directly
from the source but by the interviewing personals closely related with the problem. This method
is applied to apprehends culprits in case of theft murder etc. The information s relating to ones
personals life or which the informants hesitates to reveal are better collected by this method..here
the investigator prepare a small list of question relating to the inquiry .The answer are collected
by in viewing person well connected with the incident . the investigator should cross examine
the in format to get correct information .
Questionnaire Method
This is very commonly used method of collecting primary data .here information is collected
through a set of questionnaire .A questionnaire is a document prepare by the investigator
containing a set of question. These question relating to the problem of inquiry directly or
indirectly. Here first the questionnaire are mailed to informant with a formal request to answer
the question and send them back
Questionnaire have advantage over some other type of survey in that their are chief, do not
require as much offered from a questioner as verbal telephone survey and often have
standardized answerer that make it simple to complied data .How ever such standardized answer
may frusta user questionnaire may also sharply limited by the fact that respondent must be able
to read the question and responded to them. Thus for some degeographic group conditioning
survey by questionnaire may not be practical. As a type of Survey, questionnaire also have many
of the same problem relation to question construction and wording that exit in other type of
opinion poll .

Secondary Data
Secondary Data is data collected by someone other than the user .Common source of secondary
data for social science include censuses, organizational record and data collected through
qualitative mythologies in qualities research .Primary data by contrast are collected by the
investigator conduction the research.
Secondary data is data that have been already collected by and readily available from other
sources. Such data are cheaper and more quickly obtainable then the primary data and also may
be available when primary data can not be obtained at all.
Secondary data analysis saves time that would otherwise be spent collecting and particularly in
case of quantitative data provide larger and higher quality data base that would be unfeasible for
any in visual researcher to collect their own .In addiction analysts of social and economic change
consider secondary data essential since it is impossible to conduct a new survey that can
adequately capture past change and or development.
When using secondary data in an analysis, there are some important things that must be done
before hand. Since the researcher did not collect data, he or she is usually not familiar with data
set, including how the data was collected what the response categories are for each question
whether are not weights not to be applied during the analysis whether are not cluster or
stratification need to be account for who the population of study case etc. Basically researcher
needs to become as familiar as possible with the data set and the data collection process used.
There are a great deal of secondary data resources and data sets available for sociological
research. Many of which are public and easily accessible. Read or more about commonly used
secondary data sets.
Sampling method

A sample is a smaller collecting of units from a population used to determine truths

about that population
Why sample?

1. Resources and workload.

2. Gives result with known accuracy that can be calculated mathematically.
The method of sampling used in this project work is
Simple random Sampling Method with the help of questionnaire

1. Objective: take a sample from the population measure some characteristic on each of the
samples units and use this information to estimate the characteristic in the entire
population.
2. Simple random sampling is the most basic sampling procedure to draw the sample.
3. simple random sampling forms the basis for many of the more complicated sample
procedure.
4. Simple random sampling is a easy to describe but is often very difficult to carry out in the
field where there is not a complete list of all member of the population.
In statistics, a simple random sample is a subset of individuals chosen from a larger se . Each
individual is chosen randomly and entirely by chance, such that each individual has the same
probability of being chosen at any stage during the sample as any other subset of individuals
.This process and technique is known as simple random sampling. And should not be confused
with systematic random sampling .A simple random sample is an unbiased surveying technique.
Any sample method where some elements of population have no chance of selection or where
the probability of selection cant be accurately determined. It involved in selection of element
based on assumptions regarding the population of interest, which forms the criteria for selection .
Hence because the selection of element is nonrandom, non probability sampling not allows the
estimation of sample.
Size of sampling- 50
Area of sampling- Sagar

CHAPTER 4:
DATA ANALYSIS & INTERPRETATION
4.1 Introduction:

Analysis of data is a process of inspecting, cleaning, transforming, and modeling data

with the goal of discovering useful information, suggesting conclusions, and supporting
decision making. Data interpretation is the study of observations for responding to a
query. The common tools used for data interpretation are electronic spreadsheets which
are capable of sorting, graphing and searching data. In this chapter we are discussing the
data that has been collected its analysis and interpretation.

METHODS FOR DATA HANDLING

Data will be collected from both the sources primary source as well s secondary sources.
Secondary data: the secondary data will be gathered from internet, newspaper, catalogues

and broachers and magazines.

Data analysis: The data of score of features and score of brand perception was fed in to
the excel sheet. Separate E.xcel sheets were employed for analysis of each brand and also

to keep it concise and unambiguous. For data analysis use many types of charts:
Pie chart: This is very useful diagram to represent data, which are divided into a number
of categories. This diagram consists of a circle of divided into a number of sectors, which
are proportional to the values they represent. The total value is represented by the full
create. The diagram bar chart can make comparison among the various components or

between a part and a whole of data.

Bar chart: This is another way of representing data graphically. As the name implies, it
consist of a number of whispered bar, which originate from a common base line and are
equal widths. The lengths of the bards are proportional to the value they represent.

Demographic profile
Profession

Students
Male

Basis
Respondents gender

students
female

21

Age group

29

14-27 years

Annual family income( in Rs)

60,000 2,50,000

16-26 years
2,00,000 3,00,000

Number of respondents - 50

FAVORITE SOFT DRINK BRAND

PEPSI

COCACOLA

THUMBS UP

OTHER

10%
12%

18%

60%

Fig 4.1 From the above pie chart it is shown that 60% of respondent prefer pepsi
soft drink over all other competitors. The nearest competitor is cocacola.
CONSUMER PREFRENCE FACTOR IN SOFT DRINKS

30
25
20
15

29

Series 1

10
9

12

0
TASTE

PACKAGING

BRAND NAME

OTHER

Fig 4.2 .29 out of 50 respondent prefer soft drink due to the taste. other factors are
packing ,brand name etc which they seems to be interested . 12 respondent prefer
due to brand name.

PEPSICO ADVERTISING PREFRENCE

45
40
35
30
25

42

Series 1

20
15
10
5

4.5

0
FRIENDS

TELEVISION

PRINT MEDIA

OTHER

Fig 4.3.Advertisement is the back bone of any business organization and Pepsico
are well aware of this fact hence there advertisement strategies focuses on
television rather than other medium. 42 out of respondent feel they are more
influence by television advertisement .

SATISFACTION RELATED TO PACKAGING OF PEPSI SOFT DRINK

STRONGLY SATISFIED

SATISFIED

UNSATISFDIED

STRONGLY UNSATISFIED

14%

NEUTRAL

20%

66%

Fig 4.3.From the above graph it is shown that 66% of respondent are satisfied with
the packaging of the Pepsi soft drink. On the other hand 20% respondent feel
packaging of pepsi soft drink do not uses appropriate packaging material.

RESPONDENT FREQUENCY OF CONSUMING PEPSI SOFT DRINK

REGULAR

WEAKLY

10%

44%

OCCASIONALLY

MONTHLY

14%

32%

Fig 4.4.From the above graph it is shown that 44% of the respondent consume
Pepsi soft drink on the regular basis. While 32% of respondent consume on weekly
basis.

RESPONDENT PREFERENCE OF PEPSI SOFT DRINK IN RESPECT TO

OCCASION.
MOVIE TIME

PARTY TIME

ANY TIME

OUTINGS

8%
14%

36%

42%

Fig 4.5.From the above graph it is shown that respondent preferable time for
consuming pepsi soft drink is mostly on party time as 40% of respondent
mentioned there choice of time.

RESPONDENT PREFRENCE ON PACKAGING OF PEPSI SOFT DRINK

Sales
GLASS BOTTOL

FAMILY PACK

12%

CANS

MEDIUM

28%

36%
24%

Fig 4.6. From the above graph it is shown that majority of respondent prefer
packaging of Pepsi with Cans. Respondent also prefer glass bottle and family
pack.

RESPONDENT PREFRENCE OTHER THAN PEPSI SOFT DRINK

20
18
16
14
12
Series 1

10
8
6
4
2
0
COCACOLA

THUMBS UP

SPRITE

OTHER

Fig 4.6.From the other graph it is shown that if given choice other than pepsi
respondent prefer sprite the most from all other brands.

SATISFACTION RELATED TO MARKETING STRATEGIES

Sales
YES

NO

8%

92%

Fig 4.7.From the above graph it is shown that 92% of the respondent are satisfied
with the marketing strategies of the Pepsi soft drink and 8% of respondent are
dissatisfied with the marketing strategies of Pepsi soft drink
LIQIUD SCALE FOR THE FOLLOWING QUESTION RELATED TO PEPSI
SOFT DRINK
RESPONDENTS =50
1. Highly dissatisfied, 2.Dissatisfied, 3.Neutral, 4.Satisfied, 5. Highly satisfied
Q.no Question

Price of Pepsi soft drink is reasonable.

25

15

Do you think Pepsi is easily Available.

12

19

12

Rate the taste of Pepsi soft drink.

15

21

Rate the advertisement and marketing

strategies of Pepsi soft drink.
Do you think Pepsi soft drink are
environment and health friendly.
Rate the product on the basis of offers and

15

20

20

13

18

18

5
6

discount.

1. Price of Pepsi soft drink is reasonable

25
20
15
10
Series 1
5
0

2.Do you think pepsi is easily available.

20
18
16
14
12
10
8
6
4

Series 1

2
0

3.Rate the taste of pepsi soft drink.

25
20
15
10
Series 1
5
0

4.Rate the advertisement and marketing strategies by pepsi soft drink.

20
18
16
14
12
10
8
6
4
2
0

5.Do you think pepsi soft drink are environment and health.

Series 1

20
18
16
14
12
10
8
6
4
2
0

Series 1

1. Rate the product on the basis of offers and discount.

18
16
14
12
10
8
6

Series 1

4
2
0

CHAPTER -5

FINDING, CONCLUSION AND SUGGESTIONS

FINDINGS

According to the research of 30 days on Pepsi soft drink , it reveals that Pepsi soft drink
a great leader in soft drink market in India.

More than half of respondent prefer Pepsi soft drink.

Pepsi soft drink is widely available and has a sound presence in Sagar region.

Pepsico is facing tough competition with there competitors like Cocacola and monster
beverages all over the world.

Pepsico has the most of the share of soft drink market in India .

Most of the respondent are satisfy with the packaging and Taste of Pepsi soft drink

Pepsi soft drink has the variety of range and respondent are satisfy with the price of Pepsi
soft drink.

Pepsi are the leader in marketing strategies and promotion which resulted in maximum
presence in the mind of consumer.

CONCLUSION

In this survey it is found that customer were mostly aware about the Pepsi soft drink. PepsiCo
strong presence in advertisement through television influence them to buy Pepsi soft drink from
all other competitors. Most of the consumer prefer taste and packaging the most in Pepsi soft
drink. PepsiCo are the leader in soft drink market. Pepsi soft drink is widely available in Sagar
region. Most of the respondent often involve Pepsi in there party time. Due to reasonable price
and presence in market Pepsi soft drink become the leader in market.

SUGGESTIONS

Pepsico should also introduce there small range product for customers.
Soft drink marketing is facing tough competition due to mushrooming of new players in
the market so Pepsi soft drink should conduct there promotion and advertisement with
looking up the bigger market.
They also improve there policy which are much more environment friendly.

Measuring Customer Satisfaction on Pepsi soft drink in

Sagar City of Madhya Pradesh

Dear Respondent, We are conducting a small survey on Measuring Customer Satisfaction on
Pepsi soft drink and therefore we need your time to fill the following questionnaire. This survey
is the part of my study and I am ensuring you that no part of the information will be used for any
other purposes except academic work.
Section: A Demographic Profile
Name
Gender
Annual Family
Income in Rs.
Email (Optional)

Age
Profession
Mobile (Option)
Address

Section: B Question for detailed information

1. Which is your favorite soft drink brand?
Pepsi
coca cola

thumbs up

2. What do you like the most in your favorite soft drink brand?
Taste
packaging
brand name

other
other

3. How do you know about Pepsi soft drink?

Friends
television
print media

others

4. What do you like the most in Pepsi soft drink?

Taste
packaging
brand name

other

5. Are you satisfied with the packaging of the Pepsi soft drink?
Strongly satisfied
Satisfied
Unsatisfied
strongly unsatisfied
6. How often you consume Pepsi soft drink?
Regular
weekly
occasionally

neutral

monthly

7. What will be you preference from all soft drinks?

Pepsi

coca cola

thumbs up

8. When you prefer Pepsi more from the following time?

other

Movie time

party time

any time

outings

9. Which packing do you prefer more?

Glass bottle
family pack
cans
10. Are you satisfied with the material used by Pepsi for packing?
Yes
no
11. Which brand will you prefer other then Pepsi?
Coca-Cola
thumbs up
sprite

medium

other

12. Are you satisfied with the marketing strategies of the Pepsi?
Yes
no
Rate Pepsi soft drink in terms of following features scale of 1 to 5:1. Highly dissatisfied , 2.dissatisfied , 3-neutral, 4-satisfied, 5-highly satisfied

Q. NO

QUESTIONS

13

PRICE

14

AVAILIBILTY

15

TASTE

16

ADVERTISEMENT

17

ENVIORMENT FRIENDLY

18

OFFERS AND DISCOUNT

BIBLIOGRPAPHY
http://www.pepsicoindia.co.in/
http://www.pepsicoindia.co.in/brands.html
http://www.pepsicoindia.co.in/company/about-pepsico.html

http://www.pepsicoindia.co.in/company/our-mission-and-vision.html
http://www.pepsico.com/Company/Leadership
http://www.pepsico.com/Company/Global-Divisions
http://www.pepsico.com/Company/Our-History
Marketing management 4th edition phillip kotler
Marketing research-Harper W.boyd.p page no. (171)