AJMAL PROJECT New (Nagarguna)

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Nagarjuna Herbal Concentrates Ltd
“A STUDY ON COUSTMER SATISFACTION OF

NAGARJUNA HERBAL PRODUCTS LTD”
A report submitted in partial fulfillment of the

requirement for the award of
“BACHELOR OF BUSINESS MANAGEMENT”
Of
BANGALORE UNIVERSITY
Submitted by
AJMAL ALI M
REG,NO 08RWC08069
Under the guidance of

Mr,KALICHARAN
Faculty, T JOHN COLEGE
T JOHN COLLEGE
BANGALORE
T.JOHN COLLEGE, BANGALORE

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Guide Certificate
This is to certify that MR AJMAL ALI has satisfactorily completed the project
titled “COUSTMER SATISFACTION OF NAGARJUNA HERBAL
PRODUCTS LTD” in the partial fulfillment of the requirement for the award of
Bachelor of Business Management for the academic year 2008-2011.
Date:
Place:
Guide
(Mr,KALICHARAN)

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ACKNOWLEDGEMENT
The satisfaction and euphoria that accompany the successful completion of

any task would be incomplete without the mention of people, who made it possible,
whose constant guidance & encouragement crown all efforts with success.
I am highly obliged to MR, KALICHARAN management Department

T JOHN COLLEGE., for her constant encouragement, valuable guidance, and
innovative ideas.
I am also thankful to Mr. UNNIKRISHNAN and staff workers of

NAGARJUNA HERBAL CONCENTRATES LTD for their cooperation and timely
help.
I would also thank my college management for giving me the opportunity

to do this project work & my fellow students & my friends for their constructive
criticism & valuable information shared.
Last, but in no way the least, I wish to express my thanks to all the
respondents who have co-operated in providing the necessary information for the
successful completion of the project.
AJMAL ALI M

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DECLARATION
I, AJMAL ALI M final semester student of BBM in T.JOHN COLLEGE do

hereby declare that this project report titled “COUSTMER SATISFACTION OF
NAGARJUNA HERBAL PRODUCTS LTD, THODUPUZHA” has been
submitted by me in partial fulfillment of the requirements for the award of the
degree of BACHELOR OF BUSINESS MANAGEMENT in Bangalore
University, Bangalore Karnataka.
This project report is an independent work and has not been submitted to any other
university or institution for the award of any degree or diploma.
Place: Bangalore AJMAL ALI

Date:

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TABLE OF CONTENTS
Sl.No CONTENTS Page

No
1 Chapter 1 -Introduction 1
2 Chapter 2- Research Design 4
3 Chapter 3- Company Profile 9
4 Chapter 4- Data Analysis and 27

Interpretations
5 Chapter 5- Findings 70
Conclusion and Recommendations
6 Bibliography 75

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LIST OF TABLES
TABLE NAME OF THE TABLE PAGE

NO: NO:
1 THE SELLING EXPERIENCE OF THE 29
RESPONDENTS
2 THE FACTORS INFLUENCED THE RESPONDENT TO TAKE A 31
FRANCHISEE
3 33
THE OPINION OF THE RESPONDNET ABOUT THE
QUALITY OF THE PRODUCTS
4 THE OPINION OF THE RESPONDENT ABOUT THE PRICE OF 35

THE PRODUCT
5 THE OPINION OE THE RESPONDENTS ABOUT THE 37
PACKAGING OF THE PRODUCTS OF NAGARJUNA
6 39
THE SALES OF THE RESPONDENTS IN A MONTH
7 THE OPINION OF THE RESPONDENTSABOUTTHE MARGIN 41

OF PROFIT OFFERED BY THE COMPANY
8 43
RESPONDENTS OPINION ABOUT THE CONDITION OF THE
PRODUCT WHILE THEY RECEIVE THEM
9 45
THE OPINION OF THE RESPONDNETS ABOUT THE
AFTER-SALES SERVICE OF NAGARJUNA
10 47
THE RESPONDENTS LEVEL OF SATISFACTION WITH THE
CASH DISCOUNTS OFFERED BYTHE COMPANY
11 THE OPINION OF THE RSPONDENTS ABOUT THE 49
DISTRIBUTION SYSTEM OF NAGARJUNA
51
THE RESPONDENTS LEVEL OF SATISFACTION
12 WITHTHEPRESENT COMMUNICATION SYSTEM

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52
13 RESPONDENTS LEVEL OF SATISFACTION WITH THE CREDIT
POLICY OF THE COMPANY
14 54
THE OPINION OF THE RESPONDENTSABOUT THE TIME GAP
BETWEEN PLACING ORDER ANDRECEIVING MEDICINES
15 56
RESPONDENTS LEVEL OF SATISFACTION WITH THE
PROMOTIONAL ACTIVITIES OF THE COMPANY
16 58
RESPONDENTS LEVEL OF SATISFACTION WITH
THE DOCTORS SERVICE PROVIDED BY THE
COMPANY
17 60
FIELD LINE SUPPORT OF THE COMPANY
18 62
TABLE SHOWING THE RESPONDENTS SATISFACTION LEVEL
ABOUT THE CUSTOMER COMPLAINTS HANDLING OF THE
COMPANY
19 RESPONDENTS VIEW ON CONDUCTING FRANCHISEE 64
MEETING
20 66
TABLE SHOWING THE OPINION OF THE RESPONDENTS
ABOUT THE SATISFACTION WITH NAGARJUNA
21 68
TABLE SHOWING RESPONDENTS EXPECTATION FROM
NAGARJUNA
LIST OF CHART
CHART NAME OF THE CHART PAGE

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NO NO:
1 THE SELLING EXPERIENCE OF THE 30
RESPONDENTS
2 32
THE FACTORS INFLUENCED THE RESPONDENT TO
TAKE A FRANCHISEE
3 34
THE OPINION OF THE RESPONDENT ABOUT THE
QUALITY OF THE PRODUCTS
4 36
THE OPINION OF THE RESPONDENT ABOUT THE
PRICE OF THE PRODUCT
5 38
THE RESPONDENTS ABOUT THE PACKAGING OF
THE PRODUCTS OF NAGARJUNA
6 THE SALES OF THE RESPONDENTS IN A MONTH 40
7 THE OPINION OF THE RESPONDENTS ABOUT THE 42

MARGIN OF PROFIT OFFERED BY THE COMPANY
8 44
RESPONDENTS OPINION ABOUT THE CONDITION OF
THE PRODUCT WHILE THEY RECEIVE THEM
9 THE OPINION OF THE RESPONDENTS ABOUT THE 46

AFTER-SALES SERVICE OF NAGARJUNA
10 THE RESPONDENTS LEVEL OF SATISFACTION WITH 48

THE CASH DISCOUNTS OFFERED BYTHE COMPANY
11 THE OPINION OF THE RSPONDENTS ABOUT THE 50
DISTRIBUTION SYSTEM OF NAGARJUNA
12 53
CREDIT POLICY OF THE COMPANY
13 55
THE OPINION OF THE RESPONDENTS
ABOUT THE TIME GAP BETWEEN PLACING ORDER AND
RECEIVING MEDICINES
14 57
THE OPINION ABOUT THE PROMOTIONAL

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ACTIVITIES OF THE COMPANY
15 RESPONDENTS LEVEL OF SATISFACTION WITH THE 59

DOCTORS SERVICE PROVIDED BY THE COMPANY
16 61
RESPONDENTS LEVEL OF SATISFACTION WITH
THE FIELD LINE SUPPORT OF THE COMPANY
17 THE RESPONDENTS SATISFACTION LEVEL ABOUT THE 63

CUSTOMER COMPLAINTS HANDLING OF THE
COMPANY
18 69
THE RESPONDENTS EXPECTATION FROM
NAGARJUNA

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CHAPTER 1
INTRODUCTION

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INTRODUCTION
Ayurveda, the science of life and longevity has a history as long as human
civilization and even beyond. Ayurveda, the considers nature as the prime provider
of life. Ayurveda is one of the greatest gifts of the sages of ancient India to
mankind and is accepted as the oldest scientific medical system with a long record
of clinical experience. Ayurveda aims at the physical, mental and spiritual well
being of human beings. Ayurveda treats man as a whole, which is a combination of
body, mind and soul.
Ayurveda is the oldest surviving complete medical system in the world.
Derived from its ancient Sanskrit roots - ‘ayus' (life) and ‘veda' (knowledge) – and
offering a rich, comprehensive outlook to a healthy life,. It was expounded and
practiced by the same spiritual Rishis, who laid the foundations of the Vedic
civilization in India, by organizing the fundamentals of life into proper
Ayurveda is the knowledge or wisdom (Veda) of life (ayur).It is quite

simply, the oldest system of healing Ayurveda is the knowledge or wisdom
(Veda) of life (ayur).It is quite simply, the oldest system of healing known to
mankind. The ancient art of Ayurveda is part of the wisdom and lore of India.
Originated around 5000 years ago from India: it has broadended its essence across
the globe and occupied a key position in the fitness care system.
Today, it's a sole, indispensable branch of medicine an absolute naturalistic

system that depends on the diagnosis of a body's three fine energies-vata, pitta and
kapha-to achieve the right balance .These three Doshas are called the tridoshas. A
balance among these life forces is essential for proper health. Any imbalance
among the tridoshas causes a state of unhealthiness or disease. Ayurveda has its
own views about values and philosophy of life. Ayurvedic system describes man
as a universe within himself, which is a child of the cosmic forces. His existence is
inextricably tangled to the total cosmic manifestation. Other indispensable

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concepts of Ayurvedic System are the Saptha Dhathus (the bodily tissues), Srotas
(channels), ama (toxins and filthy matter) and the trinity of life -body, mind and
spiritual consciousness. The first step in the method of diagnosis in Ayurvedic
form of medicine is to determine the constitution of the person. That t means it is
the patient who is diagnosed first and not the disease.
Ayurveda was looked upon with contempt, during the 500 years of foreign
domination in India. But the spirit of this life science survived. Today Ayurveda
has got attention of all people through out the world. Kottackal Arya Vaidya Sala
and its founder Vaidyanathan P.S. Varier, called the pioneer of Ayurveda in the
south. He is the first man in the south India to organize the treatment of patients
under the Ayurvedic system. He pioneered the production of Ayurvedic medicines
on modern times and ensured that Ayurveda occupied the right place among the
country’s major medical system. Ayurveda can be promoted as a complete
alternative system of medicine in the world as it is the only one, which is well
documented and coded and has the potential for further development.
India has a substantial share of the market by promoting Ayurveda as a

system of medicine rather than a food supplement alone. The center has already
introduced good manufacturing practice (GMP) for drugs manufacturing. The ever
increasing demand for drugs, especially over the counter products has compelled
the centers to keep a vigil on the quality of these drugs and observes good
laboratory practice.
Exports of Ayurvedic medicines have reached a value of 100 million

dollars a year (about 10 % the value of the entire Ayurvedic industry in India).
About 60% of this crude herbs ( to be manufactured into products outside India)
and about 30 % is finished product shipped abroad for direct sales to consumers,
and the remaining 10 % is partially prepared products to be finished in the foreign
in the foreign countries.

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CHAPTER 2
RESERCH DESIGN

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RESEARCH DESIGN
2.1 STATEMENT OF THE PROBLEM
Nagarjuna Herbal Products Limited is one of the major producer of

ayurvedic products in Kerala. Nagarjuna Herbal concentrates Limited has a
wide marketing network through its own customer through out Kerala.
Nagarjuna Herbal products limited is facing competition from similar
industries, which are manufacturing and marketing ayurvedic products; this
success of retail sales of Nagarjuna Herbal products Limited depends on the
effectiveness of the customer
Nagarjuna Herbal concentrates Limited is also interested to know

whether their customer are satisfied or not. Hence the present study attempts
to evaluate the level of satisfaction of the customer of Nagarjuna Herbal
products Limited.
2.2 SCOPE OF THE STUDY
1. The Ayurveda industry faces a stiff competition from the domestic
companies. This study will analyze the various inherent strength of the
company customer network and helps to strengthen further the companies’
attributes and improve the market share of the company
2. The study will help the company to know the main problems faced by
the ,customer their opinion about the quality of the product and the discount and
the discount allowed by the company and thereby they can develop new strategies
to make a good relationship with the franchisee

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2.3 OBJECTIVES OF THE STUDY
Main Objectives
1. To study the level of satisfaction of the customer of Nagarjuna
Herbal products Ltd.
2. To study the opinion of the customer about the price, quality,
packing of the products and the distribution system of Nagarjuna Herbal
products Ltd.
3. To study the promotional activities of the company
4. To know the credit policy of the company
5. To test whether there is significant relationship between various
factors affecting customer satisfaction and the opinion of coustmers about
coustmer satisfaction
6. To evaluate the service rendered by the company to the customer
2.4 RESEARCH METHODOLOGY

Research methodology is a systematic way to solve the research problem.
Primary data
Primary data are those data that have been observed or recorded by
the researcher for the first time to their knowledge.
Collection of primary data

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Primary data are collected from the Nagarjuna Herbal Product

Limited customer through interview schedule.
An Interview schedule is a formal list of questions that will be

discussed or asked by an interviewer with the respondents in person or direct
who in turn records answers given by the respondents.
The questions used by the researcher in the interview schedule are

multiple choice questions and dichotomous questions
The survey technique is intended to secure one or more items of

information from a sample of respondents who are representatives of a large
group.
Secondary data
Secondary data are those that have been collected by some other
persons for his purpose or some other purpose and published.
In this study the researcher used many sources of secondary data such as
company journals, books, annual reports, Internet etc.
Sampling
In this study the researcher used simple random sampling

method for sample selection.

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Sample area
Franchisee of Nagarjuna Herbal Products Limited in Kottayam

And Idukki Districts of Kerala.
Sample size
Sample size is the number of samples, which is selected for the
purpose of collecting information for the study. In this study the researcher
conducted a survey among 75 franchisees of Nagarjuna Herbal Products
Limited in Kottayam and Idukki districts of Kerala State
.
2.5 LIMITATIONS OF THE STUDY
 The respondents of questionnaire may not give correct information
 Accuracy of the data depends upon the information provided by the

-respondents.
 Time has been the major constraint while performing the market study.

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CHAPTER 3
COMPANY PROFILE

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COMPANY PROFILE
Over the years, Ayurveda, the ancient wisdom of healing from the Indian sub
continent has been on the path of dynamic resurgence as a holistic health care
system attracting worldwide wisdom.
Established in the year 1989. “Nagarjuna Herbal Products Limited “ has one basic
mission that is restoration of Ayurveda to its original glory. It was specifically
setup with the mission to contribute to this resurgence in a creative manner in
kerala and elsewhere. By pursuing this ‘path with single – minded devotion, the
company hope to become the worthy inheritor of a priceless heritage. Even a
casual glance at the track record of the company would show that the company is
well on its way to achieve its mission and going beyond.
In this search for excellence, Nagarjuna has gone one step further. For the first
time, it has brought together the Aryavaidya and Ashtavaidya schools of thought to
take advantage of the finer points of both. To sustain this delicate synthesis,
Nagarjuna draws on he expertise of advisory committee consisting of renewed
Ayurvedic physicians.
Within a short span of 18 years, Nagarjuna has become the second largest
Ayurvedic house in kerala with a turnover of 21 crores, continuously making profit
since 1991 and declaring dividends regularly for the last 17 years. The company’s
loan and interest payments are so prompt that it has won the admiration of the
financial institutions that support it.
Nagarjuna Herbal Products Limited is also the first corporate house in the
Ayurvedic sector in kerala. It is also having the certification of ISO 9007-2000 and
the GMP certification. The company provides employment of over 1200 persons
directly and indirectly.

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Nagarjuna’s state of the art of manufacturing facilities are located at Alakkode, 6

km from Thodupuzha, in the Idukki district of Kerala State, where traditional
values and strict adherence to ancient Ayurvedic texts as the law. This place has
proximity to the Western Ghats, which has abandon resources of herbal plants.
This production facility are also streamlined to incorporate modern technology to

have benefits of its accuracy, hygiene and speed in mass production, supervised by
experts in Ayurvedic wisdom as well as by knowledgeable engineers.
The venture has active participation from the Kerala State Industrial Development
Corporation, Kerala Financial Corporation and the Industrial Development Bank of
India. The company is promoted by Sri. V.G. Devadas Namboodirippad, first
entrepreneur with financial support from the financial institutions KSIDC and
IDBI.
An innovative Research and Development with a 70 lakhs Research Laboratory

and a never – vigilant quality control section ensures that the Nagarjuna products
are of the best quality and true to the Ayurvedic stipulations .These products
numbering from over 500 are distributed all over Kerala through a network of 800
franchisees which have the unique feature of having the service of Ayurvedic
doctors to attend to the needs of the patient – customers in the outlets.
The company has not limited its operations to the boundaries of kerala alone, but
has extended to 17 states outside kerala. The main areas of operations are
Karnataka, Tamilnadu, Andra Pradesh, Goa, Delhi, Maharastra, Gujarat, U.P, M.P,
Rajasthan, Orissa, & Uttaranchal. Nearly 180 franchises with service of doctors
and quality medicine are already operating in outside kerala. Interest in the form of
enquiries is clear evidence that company is intended to expand this franchisee
network in the above said states and particularly the metropolitan cities in an
ambition manner.

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Ayurvedic treatment is another area to which Nagarjuna has paid special attention.
Ayurvedic is for rejuvenation for the healthy and curing of the sick. Nagarjuna
Ayurvedic Centre at Thannipuzha, Kalady , Kerala has all facilities to serve the
needs of both, which is set up on the banks of the river Periyar in sceneric
surroundings and the centre provides the entire range of Ayurvedic treatments
exclusive to Kerala life, Pizhichil, Dhara ,Siro-vasti ,indicated for Rheumatism
,Arthritis ,Stiffness of joints, Spondylitis ,Fatigue, lack of vitality and so on.
A sister concern of Nagarjuna Research is a charitable Institution, which is

currently implementing an ambitious programme for promoting the cultivation of
Ayurvedic plants and trees, as there cannot be Ayurveda without them. In the last
few years, lakhs of medicinal plants have been planted under the aegis of the
foundation. Basic Research into Ayurveda, publications of Ayurvedic literature
and so on are some of its many projects.
A New Thrust to Research & Development
The R&D division at Nagarjuna has evolved stringent testing procedures for its
drugs. An example is the fail safe system of multiple tests, which ensures a
high level of quality, consistency and efficiency in all its formulation. A
significant development recently is the establishment of a modern laboratory.
This laboratory has an on-going programme of basic research in Ayurveda,
besides development of new formulations and standardization of drugs.
Nagarjuna has its own hospital facility in Thodupuzha, where an experienced

team of physicians carries several highly modernized Ayurvedic treatments.
Nagarjuna’s commitment to advance the cause of Ayurveda, doesn’t stop at the

manufacturing and marketing drugs, but also covers a broad spectrum of
activities in the true of Ayurveda. The major among them are:

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1. Development of new medicines to prevent diseases inherent in changing

life styles and compacts the evil effects of modern civilization.
2. Gross pollination of the different branches of Ayurveda and modernization
of the versatile scenic.
3. Establishment and maintenance of botanical gardens of medical plants and
herbs to eliminate the death of the drugs.
4. Identification, production and marketing of diseases related specified drugs
through modern technology and methods and to make these essential drugs
available freely for the alleviation of human suffering.
5. Comprehensive multifaceted development of Ayurveda in all its varied
aspects and extensive propagation of its message.
Presently, Ayurveda has become progressively global, offering immense

opportunities to Ayurvedic companies all over. So Nagarjuna is committed to
exploit these opportunities as much as possible to its advantage. However in
order to do this, the company has to upgrade its infrastructure, equipment,
R&D and people to the internationally accepted standards including product
registration abroad. Nagarjuna’s presence in exports now extend to Asian,
European , South American and Middle East markets ; operations have already
been started to countries such as Canada, Kuwait and other Gulf countries,
West Indies, Singapore etc. The company’s marketing activities cover over 17
states other than Kerala. This indicates that company is on the right track and
that the overall position of the company is very stable and positive and that it
looks forward.

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Quality Policy
 Committed to quality of the product

 Restore Ayurveda as a mainstream health management system
 Achieve a sustained organizational growth
Quality Objectives
 Focusing on process and customer

 Developing and empowering people
 Encouraging creativity, innovation and teamwork
 Using effective information technology
Mission
 Restoration of Ayurveda to its original glory
Vision
 To be the best solution provider in health care through in Ayurveda.

 Values
 The company delivers solutions that will please its customers.
 Delivers returns that motivate its investors
 By understanding the deep and fundamental needs of its people, its
customers, its investors and Eco system (Alliances, Community and
Environment)
 Take actions that strengthen the company and inspire the best in others (By
setting an example in relationships, integrity, honesty, humility and hard
work).

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3.2 MARKETING
Nagarjuna has emerged as one of the top-most leader of Ayurveda market in

Kerala by means of its marketing strength. The core of the marketing
network is a chain of exclusive franchisee clinics spread over the states of
India namely Kerala, Tamilnadu, Karnataka ,Andhra Pradesh,Maharastra,
Gujarat, Goa and Delhi.
Nagarjuna has a very good and wide marketing network, which includes over
850 franchisee outlets in the state of kerala and 180 franchisees outside the
state. The unique features of these franchisee clinics is the availability of a
doctor and the availability of Nagarjuna brand medicines at all times, Sales
depots services these franchisees. There are 4 sales depot in the state of
kerala. The entire marketing operations are controlled from the Head office
situated at Thodupuzha of Idukki district
The marketing programs includes propagation to Ayurveda, which is

facilitated through sales promotion programs, social marketing activities like
medical camps, seminars, awareness camps etc.
In kerala, the marketing operations of Nagarjuna are mainly under divisions

of Generic divisions, Ethical divisions and OTC divisions.
Generic Division: This division handles the marketing of classical

preparations (traditional medicines) and about 75 % of turnover if the
company is derived from this division. The generic division is under the
control of a regional manager and 4 area managers who are supported by a
team of 20 marketing executives.

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Ethical division: This division handles marketing of ethical products
There is a regional sales manager, who heads this ethical division and there
are 4 sales managers and 21 marketing executives to support him. About
15% of turnover of the company comes from this division.
OTC division: This division deals with the marketing of consumer products.
These products are sold to Nagarjuna’s own agencies, other Ayurvedic
agencies and consumer retail shops which result in nearly 10% of the
company's turnover .
The administration of the marketing division is done through 4 offices

located at Vadakara, Shornur, Muvattupuzha and Mavelikara. The medicines
required for the market is transferred to these areas offices and are supplied
are made to franchisee ,and other outlets .There are 2 commercial officers in
charge of the inventory management, debt management, finance
management and other administrative aspects. There are also other office
staffs who helps them also logistic staffs who helps them to make packing
deliveries.

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NAGARJUNA AGENCY / FRANCHISE NETWORK
Nagarjuna mainly have its medicines and services to its exclusive

showrooms or franchisees. These franchisees are stocking medicines of
Nagarjuna only and are providing the services of a company doctor on a
contract basis. These franchisee have an agreement with Nagarjuna to be a
business associate of the company .These franchisee act as the Brand
Ambassadors of the company in that particular area..
The franchisees have to display the name of the company as per the
specifications given by the company. These franchisees will be participating
with the companies marketing policies, and ill be abiding by the company
trade polices, credit policies, marketing strategies and other relevant policies
from time.
The Average sales turnover of the company during the last 3 years is21crores
and out of it 80% of the sales turnover is derived from these franchisee
networks. It shows the importance of the franchisee network. Nagarjuna have
a wide network of over 950 franchisees, in which 850 are in kerala and the
180 outside the state.

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Organization Structure of Nagarjuna Herbal Products Ltd
M.D
E.D
C.E
F.M M.M PR.M PE.M
D.M D.M PR.D PE.D
A.M A.M PR.A PE.A
A.O S.O MO W
A.A A.C S.OR C.A

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Chart 3.1
Abbreviations
M.D - Managing Director
E.D - Executive Director
C.E - Chief Executive
F.M - Finance Manager
D.M - Deputy Manager
A.M - Assistant Manager
A.O - Accounts Officer
A.A - Accounts Assistant
A.C - Account Cashier
M.M - Marketing Manager
S.O - Sales Officer
M.O - Marketing Officer
S.OR - Sales Organizer
C.A - Clerical Assistant
PR.M - Production Manager
PR.O - Production Officer
PR.A - Production Assistant
PE.M - Personnel Manager
PE.O - Personnel Officer

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PE.A - Personnel Assistant
3.3 PRODUCT PROFILE
Nagarjuna follows the oldest system of preparation of medicines as per the

rules and regulations prescribed. But when hygiene, accuracy and speed
matters it is up to the modern machineries. So presently the company’s
manufacturing process has been mechanized to a large extent. These are
controlled by a group of doctors and scientists.
Apart from the preparation of traditional medicines, Nagarjuna has a wide

range of patent medicines. The R&D division of Nagarjuna has evolved
strength testing procedure for its drugs. A significant development in this field
is the recently established modern laboratory set up costing Rs. 70 lakhs. The
laboratory has an on-going program of basic research in Ayurveda, besides
development of new formulation and standardization of drugs is also in this
department
Nagarjuna has 427 traditional medicines and 27 patent medicines..
1. TRADITIONAL MEDICINES:
The important traditional medicines of Nagarjuna are:
i. Arishtams
ii. Asavams
iii. Oils
iv. Kuzhambus
vi. Lehyams
vii. Tablets
viii. Avarthis

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ix. Choornams
x. Kashayams
xi. Kashaya Choornams
I. Arishtams
These are fermented types of medicines prepared adding honey, jiggery, sugar
and the powder of some medicines including spices. These preparations will
have an alcohol content of 6-10 %, which is generated due to the fermentation
process. Self-fermented preparations using Kashayams are called Arishtams
and using boiled and cooled water or juice of herbs is called Asavams.
1. Abayarishtam
2. Amrutharishtam
3. Asokarishtam
4. Balarishtam
5. Dasamoolarishtam
6. Dasmoolajeerakam
II. Asavams
1. Aravindasavam
2. Bhringarajasam
3. Chandanasavam
4. Kanakasavam
5. Kumaryasavam
6. Lohasavam etc.
III. Oils

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1. Amruthaadithailam.
2. Arimedhasthailam.
3. Brahmeethailam
4. Balaaguloochuaadithailam.
5. Dhwaantharam thailam
6. Eladi Thailam
These are medicated oils. Decoction juice, milk etc. is added to oils like
sesame oil, coconut oil or caster oil and is heated with powdered raw drug,
until the water content evaporates completely. In this process, the medicinal
extracts of the raw drugs make the oil medicated.
IV. Kuzhambu
These are only for external application, unique to Kerala. A mixture of sesame
oil,ghee and castor oil, substitute oil base of medicines for external application.
1. Kottam chukkadi kuzhambu
2. Panchasneham
3. Dhanwantharam kuzhambu
4. Eladadi kuzhambu
5. Kaarpasathyaadi kuzhambu
6. Saharachari Kuzhambu
V Ghrutham
Ghruthams are medicated preparations of ghee.Ghee is medicated by adding
decoction, powder, juice etc. and is processed until the ghee becomes
medicated add water freely.
1. Amrutharaasha Grutham
2. Brhmi ghrutham
3. Swaaraswatha ghrutham

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4. Kalyanaka ghrutham
5. Triphala Grutham
VI. Lehyams
Lehyams are semi-solid preparation of drug, prepared with the addition of
jiggery or sugar candy and boiled with the prescribed liquid and fine powder of
drugs, until the correct constituency is obtained.
1. Agasthya Rasayanam
2. Ajamamsa Rasayanam
3. Chinchadhy Lehyam
4. Narasimha rasayanam
5. Maanibhara Lehyam
VII. Tablets
1. Chandraprabha Gulika
2. Chukkumthippaladhy Gulika
3. Kankayanam Gulika
4. Karuttha Gulika
5. Dhanandharam Gulika
VIII . Aavarthies
Aavarthies come under the category of medicated oil. Here the selected
quantity of oil is being medicated by adding medicines repeatedly.
The process of medication is repeated to 7, 14, 41, or 101 times. This enhances
the potency of oil.
1. Dhwanandharam 21 Aavarthy

33
IX . Choornams
Choornams are preparations made from dried medicines into powder form
using heavy pulverizer.
1. Ashta choornams
2. Elaadigana choornams
3. Hinguvanchadi choornams
4. Raasnadi choornams
5. Thaaleespatradi choornams
X. Kashayams
Disintegrated drugs are concentrated and extracted into water. The drugs are
boiled in water and are concentrated
1. PunarnnavadyKashayam
2. Naadi Kashayam
3. Dhashamoola Kashayam
4. Balaageerakadhi Kashayam
5. Indukandham Kashayam
XI. Kashaya Choornams

1. Amruthotharam kashaya choornam
2. Aaragwadham kashaya choornam
3. Balaguloochyaadi kashya choornam
4. Dasamoolakaduthirayam kashya choornam
5. Dasamoolam kashya choornam

34
2. PATENTS- PROPRIETARY MEDICINES
The important patents- proprietary medicines of Nagarjuna are:

1. Cardostab Tablet
Effective in hypertension due to any cause
2. Gason
It is a strong anti-flatulent drug
3. Haematone
Ideal medicine for splenetic and hepatic disorder
4. Halin
Effective in common cold, nasal congestion and sinusitis
5. Nagarjuna Eladasamoola Lehyam

For all kinds of cough, sore throat and dyspnoea
6. Nutral Tablets
For gas trouble, indigestion etc.
7. Rheumat Balm
External application in rheumatic pains
8. Smrithi Granules
It improves the normal brain functions. Excellent in improving
memory, grasping power, intelligence thinking power especially in children.

35
9. Thaleespathraadi tablets
Effective for cough, distaste, spruce and sore throat
10. Nagarjuna Honey

Honey packed in small bottles for use in homes and with food
3. OTC (Over the Counter)
Name PACKING
Ayurvedic Tooth Powder 50 g
Chyavanaprasam 250,500g 1 kg
Dandruff Hair Oil 100 ml
Digest Drops 25 ml
Kerapookualadi Lehyam 400 gm
Kids Oil 100 ml
Nagarjuna Agmark Honey 50,100,200,500

gm
Nagarjuna Ayurvedic Soap 75,15 g
Nagarjuna Dahasamani 50 g
Nagarjuna Snana Choornam 50 g
Nagarjuna Thalipodi 50 g
Neelibhringaadi Keram 100 ml
Special Eladasamoola Lehyam (40 gm x 21) 1 jar

36
Tusker Balm 10 gm
CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

37
DATA ANALYSIS AND INTERPRETATION
The study titled "A study on the satisfaction level of the franchisees of
Nagarjuna Herbal Concentrates Ltd, Thodupuzha" tries to evaluate the various
factors which are affecting the level of satisfaction of the franchisee. Both
primary data and secondary data are used in this study. The primary data is
mainly collected through questionnaire.

38
Table 1
TABLE SHOWING THE SELLING EXPERIENCE OF THE

RESPONDENTS
Year of experience of the Number of Percentage of

franchisees respondents respondents
Below 3 years 9 12
3-6 years 17 23
6-10 years 34 45
Above 10 years 15 20
Total 75 100
Source : Primary Data
Analysis
The above table reveals that out of 75 respondents 12% had experience
of below 3 years, 23% had an experience of between 3 to 6 years, 45% of
the respondents had an experience of 6 to 10 years and 20% of respondents
had an experience of 10 to 15.

39
Chart 1
CHART SHOWING THE SELLING EXPERIENCE OF THE

RESPONDENTS
Percentage of respondents
50
40
30
20
10
0
Below 3 Above 10
3-6 years 6-10 years
years years
Percentage of 12 23 45 20
respondents
Interpretation:

40
Most of the respondents have selling experience of 6 years and above, this
shows the quality of relationship the company has with its franchisers and
also the demand the company’s product has.
Table 2
TABLE SHOWING THE FACTORS INFLUENCED THE

RESPONDENT TO TAKE A FRANCHISEE
Factors Number of Percentage of

respondents respondents
Quality of the product 24 32
Brand image 13 17
Company support 16 21
Good commission 22 30
Total 75 100
Source: Primary data
Analysis
Out of 75 respondents 32 percentages of respondents are
influenced by the quality of the product, 17 percentages of respondents are

41
influenced by the brand image, 21 percentages of respondents are influenced

by the company support and 30% of respondents are influenced by the
commission to take up the franchisee.
Chart 2
CHART SHOWING THE FACTORS INFLUENCED THE

RESPONDENT TO TAKE A FRANCHISEE
35
30
25
20
Percentage of
15 respondents
10
0
Quality of the Brand image Company Good
product support commission
Interpretation:
The main feature which instigates them to take a franchise is quality of product
and good commission, this shows the company’s product has demand in

42
market because of the high level of quality it has maintained and relationship
with the franchisers is maintained by satisfying them by providing good
commission which motivates the franchisers to push the company’s product.
Table 3
TABLE SHOWING THE OPINION OF THE RESPONDNET ABOUT

THE QUALITY OF THE PRODUCTS
Opinion of the Number of Percentage of

respondent respondents respondents
Very good 12 16
Good 47 63
Fair 16 21
Poor 0 0
Total 75 100
Source: Primary Data
Analysis
The above table shows that 16% of the respondents think that the quality of
the products of Nagarjuna is very good, 63% of respondents think that the
quality of the product is good, 21% of the respondents think that the quality of

43
the product is fair and no respondents think that the quality of the product is
poor.
Chart 3
CHART SHOWING THE OPINION OF THE RESPONDENT ABOUT

THE QUALITY OF THE PRODUCTS
70
60
50
40 Percentage of
30 respondents
20
10
0
Very good Good Fair Poor
Interpretation
Majority of the respondents have the opinion that the quality of the company’s
product is good and up to the mark, as this is one of the factor which motivates

44
them to be the franchiser as this leads to demand for product, more the demand
more is the sales and more is the commission earned.
Table 4
TABLE SHOWING THE OPINION OF THE RESPONDENT

ABOUT THE PRICE OF THE PRODUCT

respondent respondent respondents
Very high 4 5
High I5 24
Moderate 28 37
Low 25 34
Total 75 100
Analysis
The above table shows that out of 75 respondents 5% think that the price
of the product are very high, 24% of the respondents think that the price

45
are high, 37% think that the price are moderate and 34% think that the
price are low.
Chart 4
CHART SHOWING THE OPINION OF THE RESPONDENT

ABOUT THE PRICE OF THE PRODUCT
40
35
30
25
20 Percentage
15
10
0
Very High High Moderate Low
Interpretation

46
Most of the respondents feel that the price of the company’s product is
moderate. This helps them to give a push to the product in market, thereby
increasing sales and getting good commission.
Table 5
TABLE SHOWING THE OPINION OE THE RESPONDENTS

ABOUT THE PACKAGING OF THE PRODUCTS OF
NAGARJUNA

respondent respondent respondents
Very good 7 9
Good 44 59
Fair 21 28
Poor 3 4
Total 75 100

Analysis
The above table shows that 9% of the respondents have the opinion
that the packaging of the products of, Nagarjuna is very good, 59% of the
respondents have the opinion that the packaging is good, 28% of the

47
respondents have the opinion that the packaging is fair and 4% has the
opinion that the packaging is poor.
Chart 5
CHART SHOWING THE OPINION OE THE RESPONDENTS

ABOUT THE PACKAGING OF THE PRODUCTS OF
NAGARJUNA
70
60
50
40
Percentage of
respondents
30
20
10
0

48
INTERPRETATION
The respondents feel that the packing of the company’s product is good, as
this could also be one of the reason why people get attracted to products and buys
it.
Table 6
TABLE SHOWING THE SALES OF THE RESPONDENTS IN A

MONTH
Sales (in Rs.) Number of Percentage of

Below 5000 15 20
5000-10000 30 40
10000-15000 21 28
Above 15000 9 12
Total 75 100
Analysis
The above table reveals that 20% of the respondents are having a sales
of below 5000, 40% of the respondents are having sales of 5000 to 10000,

49
28% of the respondents are having sales of 10000 to 15000 and 12% of
the respondents are having sales of above 15000.
Chart 6
CHART SHOWING THE SALES OF THE RESPONDENTS IN A

MONTH
45
40
35
30
25 Percentage of
20 respondents
15
10
5
0
Below 5000 5000-10000 10000-15000 Above 15000

50
INTERPRETATION
Most of the respondents have a sales figure between 5000 – 15000,
this shows the demand for company’s demand in the market and also reveals that
most of them earn good commission. This is one of the main reason instigating the
respondents to go for the franchise of Nagarjuna company.
Table 7

ABOUT THE MARGIN OF PROFIT OFFERED BY THE
COMPANY

respondents respondents respondents
Excellent 12 16
Good 47 63
Fair 11 15
Poor 5 6
Total 75 100
Source: Primary data
Analysis
The above table reveals that 16% of the respondents have the
Opinion that the margin of profit offered by the company is excellent, 63% of
the respondents have the opinion that the margin of profit is good, 15% of the
respondents have the opinion that the margin of profit is fair and 5% of the
respondents have the opinion that the margin of profit is poor.

51
Chart 7
CHART SHOWING THE OPINION OF THE RESPONDENTS

ABOUT THE MARGIN OF PROFIT OFFERED BY THE
COMPANY
70
60
50
40
Percentage of
respondents
30
20
10
0
Excellent Good Fair Poor

52
INTERPRETATION
Most of the respondents feel that the company provides good margin
profit for its products, this helps the franchisers to earn more commission, as the
products are also in demand, thus satisfy the franchisers and attract new ones.
Table 8


Very good 5 6
Good 48 64
Fair 19 26
Poor 3 4
Total 75 100
Source: primary data
Analysis

53
The above table shows that 6% respondents’ opinion about the

Condition of the product while they receive them is very good. 64% of the
respondents say that it is good, 26% of the respondents say that it is fair
And 4% of the respondents say that it is poor while they receive the
product.
Chart 8

70
60
50
40 Percentage of
30 respondents
20
10
0

54
Table 9
TABLE SHOWING THE OPINION OF THE RESPONDNETS

ABOUT THE AFTER-SALES SERVICE OF NAGARJUNA

Excellent 18 24
Good 33 44
Fair 19 25
Poor 5 7
Total 75 100
Source: primary data
Analysis

55
The above table shows that 24% of the respondents has the opinion
that the after sales service of Nagarjuna is excellent, 44% of the
respondents has the opinion that the after sales services is good, 25%
has the opinion that the after sales service is fair and 7% of the
respondents has the opinion that the after sales service of Nagarjuna is
poor.
Chart 9
CHART SHOWING THE OPINION OF THE RESPONDENTS

ABOUT THE AFTER-SALES SERVICE OF NAGARJUNA
50
45
40
35
30
25 Percentage
20
15
10
5
0

56
INTERPRETATION
Most of the respondents feel that the company maintains good after sales service,
this helps the company to get more customers and also retain existing ones.
Table 10
TABLE SHOWING THE RESPONDENTS LEVEL OF

SATISFACTION WITH THE CASH DISCOUNTS OFFERED BY
THE COMPANY
Opinion of the Number of respondents Percentage of

respondent respondents
Satisfied 57 76
Not satisfied 18 24
Total 75 100
Analysis
Out of 75 respondent 76% of them are satisfied with the cash

57
Discounts offered by the company and 24% of them are not satisfied.
CHART10
CHART SHOWING THE RESPONDENTS LEVEL OF

SATISFACTION WITH THE CASH DISCOUNTS OFFERED BY
THE COMPANY
100%
90%
80%
70%
60% Not satisfied
50%
Satisfied
40%
30%
20%
10%
0%
Satisfied Not satisfied
INTERPRETATION

58
Most of the respondents are satisfied with the cash discounts offered by the
company, this helps increase their level of satisfaction, also their profit
margin which instigates them to help increase the sales of the products.

59
Table 11
TABLE SHOWING THE OPINION OF THE RSPONDENTS

ABOUT THE DISTRIBUTION SYSTEM OF NAGARJUNA

Excellent 9 12
Good 31 43
Fair 28 37
Bad 6 8
Total 75 100
Analysis
The above table shows that 12% of the respondents are having the
opinion that the distribution system of Nagarjuna is excellent. 43% of the
respondents are having the opinion that the distribution system is good,
37% of the respondents are having the opinion that the distribution
system is fair and 8% having the opinion that the distribution system of
Nagarjuna is bad.

60
CHART 11
CHART SHOWING THE OPINION OF THE RSPONDENTS

ABOUT THE DISTRIBUTION SYSTEM OF NAGARJUNA
100%
90%
80%
70%
60%
50% Not satisfied
40% Satisfied
30%
20%
10%
0%
Excellent Good Fair Bad
INTERPRETATION
Most of the respondents have the opinion that the company has good
distribution system, this helps the company to satisfy the franchisers and
thereby customers by helping the supply goods in time and without damage.

61
Table 12
TABLE SHOWING THE RESPONDENTS LEVEL OF

SATISFACTION WITH THE PRESENT COMMUNICATION
SYSTEM
Attributes Number of Percentage of

Yes 67 89
No- 8 11
Total 75 100
Analysis
Out of 75 respondents, 89 % of respondents are satisfied with the

Present communication system and 11% are not satisfied with the present
communication system

62
Table 13
RESPONDENTS LEVEL OF SATISFACTION WITH THE CREDIT

Completely satisfied 8 11
Some what satisfied 37 49
Neither satisfied nor 23 31

dissatisfied
Completely dissatisfied 7 9
Total 75 100
Analysis
The above table shows that 11 % of the respondents are completely
satisfied with the credit policy of the company, 49% of the respondents are
some what satisfied, 31% of the respondents are neither satisfied nor
dissatisfied and 9% of the respondents are completely dissatisfied with the
credit policy of the company.
CHART 12

63
RESPONDENTS LEVEL OF SATISFACTION WITH THE CREDIT

100
80
60
40
20
0
Completely Some what Neither Completely
satisfied satisfied satisfied dissatisfied
Satisfied 100 89 83 29
Not Satisfied 0 11 17 71
INTERPRETATION
Most of respondents are only some what satisfied, it may be because the
company could not meet their expectation in this regards may be due to the
company’s policy, also the company provides good commission and profit
margin which makes the franchisers stick to the company.

64
Table 14

RECEIVING MEDICINES

2 days 7 9
One week 38 51
More than one week 30 40
Total 75 100
Analysis
The table shows that 9% of the respondent’s opinion about the time gap
between placing order and receiving medicines is 2 days, 51% of the
respondents opinion is within one week and 40% of the respondents opinion
is that it takes more than one week.

65
CHART 13

RECEIVING MEDICINES
100%
90%
80%
70%
60%
50% Not satisfied
40% Satisfied
30%
20%
10%
0%
2 days 1 week More than 1
week

66
Table 15

PROMOTIONAL ACTIVITIES OF THE COMPANY
Opinion of the Number of Percentage of the

respondents respondent respondents
Satisfied s 52 69
Not satisfied 23 31
Total 75 100
Analysis
The above table shows that 69% of the respondents are satisfied with the
promotional activities of the company and 31% of the respondents are not
satisfied.

67
CHART 13
CHART SHOWING THE OPINION ABOUT THE PROMOTIONAL

ACTIVITIES OF THE COMPANY
100%
90%
80%
70%
60% Not satisfied
50%
Satisfied
40%
30%
20%
10%
0%
Interpretation
Most of the respondents are satisfied with the promotional activities of the company;
they would have analyzed it with the help of the feed back and response the get from
customers directly.

68
Table 16

DOCTORS SERVICE PROVIDED BY THE COMPANY
Opinion of the Number of respondents Percentage of

Completely Satisfied 11 15
Some what satisfied 31 41
Neither satisfied or 25 33
dissatisfied
Completely dissatisfied 8 11
Total 75 100
Analysis
The above table shows that 15 % of the respondents are completely satisfied
with the doctors service provided by 41% of the respondents are some what
satisfied 33% of the re neither satisfied nor dissatisfied and 11% of the
respondents dissatisfied with the doctors service provided by the company

69
CHART 14
RESPONDENTS LEVEL OF SATISFACTION WITH THE DOCTORS
SERVICE PROVIDED BY THE COMPANY
100%
90%
80%
70%
60%
50%
40% Not satisfied
30%
Satisfied
20%
10%
0%
Completely Some what Completely
satisfied dissatisfied
Interpretation
Most of the respondents satisfactory level does not seem to be high but again its
something relating to the performance of the doctors, how effective they are
towards their patients.

70
Table 17
RESPONDENTS LEVEL OF SATISFACTION WITH THE FIELD

LINE SUPPORT OF THE COMPANY

Satisfied 58 77
Not satisfied 17 23
Total 75 100
Analysis
The above table shows that 77% of the respondents are satisfied with the field
line support of the company and 23% of the respondents are not satisfied

71
CHART 15
RESPONDENTS LEVEL OF SATISFACTION WITH THE FIELD

LINE SUPPORT OF THE COMPANY
100%
90%
80%
70%
60% Not satisfied
50%
Satisfied
40%
30%
20%
10%
0%
Interpretation
The above chart reveals that maximum of the respondents are satisfied
with the field line support of the company.

72
Table 18
TABLE SHOWING THE RESPONDENTS SATISFACTION LEVEL

COMPANY

Excellent 9 12
Good 42 56
Fair 18 24
Poor 6 8
Total 75 100
Analysis
The above table shows that 12% of the respondent’s opinion about the
customer complaints handling of the company is excellent 56% of the
respondents say that it is good, 24% of the respondents say that it is fair and
2% of the respondents opinion is poor.

73
CHART 16
CHART SHOWING THE RESPONDENTS SATISFACTION LEVEL

COMPANY
100%
90%
80%
70%
60%
50% Not satisfied
40% Satisfied
30%
20%
10%
0%
Interpretation
The above chart shows maximum respondents are satisfied with the
customer complaint handling, the company was successful in doing so
mainly with the help of the feed back they get from its franchisees.

74
Table 19
RESPONDENTS VIEW ON CONDUCTING FRANCHISEE MEETING

franchisee respondents respondents
Yes 69 92
No 6 8
Total 75 100
Analysis
The table shows that 92% of the respondents have franchisee meeting
And 8% of the respondents have no franchisee meeting.

75
Table 20
TABLE SHOWING THE OPINION OF THE RESPONDENTS ABOUT

THE SATISFACTION WITH NAGARJUNA

Satisfied 62 83
Not satisfied 13 17
Total 75 100
Source : Primary Data
Analysis
The table shows that 83% of the respondents are satisfied with Nagarjuna and
13% of the respondents are not satisfied with Nagarjuna.

76
Interpretation
Most of the respondents are satisfied with Nagarjuna company, due to

various reasons the company provide good commission, resolve their
problems in meetings, good profit margin, efficient distribution system
etc.

77
Table 21
TABLE SHOWING RESPONDENTS EXPECTATION FROM

NAGARJUNA

Extending profit 27 36
margin
Extending credit 23 31
facility
Specialty advertising 25 33
Total 75 100
Analysis
The table reveals that 36% of the respondents expect more profit
Margin from Nagarjuna, 31% of the respondents expect more credit and
33% of the respondents expect specialty advertising.

78
CHART 17
CHART SHOWING THE RESPONDENTS EXPECTATION FROM

NAGARJUNA
37
36
35
34
33 Percentage of
32 respondents
31
30
29
28
Extending profit Extending credit Specialty
margin facility advertising

79
CHAPTER 5
FINDINGS
CONCLUSIIONS
AND
RECOMMENDATIONS

80
5.1 Findings
The data collected from the survey and sources of information of the researcher
To make the following findings and conclusion.
1. Majority (45%) of the respondents has been the selling experience

Of Nagarjuna between 6 to 10 years.
2. Majority (32%) of the respondents are influenced by the quality of

the products to take the franchisee.
3. Most of the respondents think that the quality of the products of

Nagarjuna is good.
4. Majority (37%) of the respondents think that the price of the

products of Nagarjuna is moderate.
5. Most (59%) of the respondents feel that the packaging of the

products of Nagarjuna is good.
6. Majority (40%) of the respondent's average sales in a month is

between 5000 and 10000.
7. Most (63%) of the respondents opinion is that the margin of profit

offered by Nagarjuna is good.
8. Most (64%) of the respondents say that the condition of the product
while they receive them is good.
9. Majority (44%) of the respondents feel that the after sales service of
Nagarjuna is good.
10. Most (76%) of the respondents are satisfied with the cash discount
offered by Nagarjuna.

81
11. Majority (43%) of the respondent's opinion about the distribution

system of Nagarjuna is good.
12. The respondent's level of satisfaction with the present

communication system lies between 82.87 and 95.13.
13. Majority (49%) of the respondents are somewhat satisfied with the
credit policy of the Nagarjuna.
14. Majority (51%) of the respondent's opinion about the time gap
between placing order and receiving medicine is about one week.
15. Most (64%) of the respondents are satisfied with the promotional
Activities of Nagarjuna.
16. Majority (41%) of the respondents is somewhat satisfied with the

services provided by Nagarjuna
17. Most (77%) of the respondents are satisfied with the field line
support of the Nagarjuna.
18. Most (56%) of the respondent's opinion about he customer

complaints handling of Nagarjuna is good.
Franchisee satisfactions play an important role in the proper

functioning of Nagarjuna because most of the sales turnover is derived from the
franchisee.
Franchisee satisfaction is affected by many inter-related factors, such as

price, quality, margin of profit, after sales service, field line support and :so on
and so forth? It was revealed that from the analysis of data, 83 % of franchisee
was satisfied and 17% of franchisee was not satisfied with Nagarjuna.

82
5.2 SUGGESTIONS
1. Keep the tradition and heredity of Ayurveda and do not make any
compromise with regard to the quality and validity of the product to attract the
customers.
2. The company may also conduct medical and free checkup campaigns in
important locations for popularizing the Nagarjuna Herbal concentrates Ltd.
During this campaign the company has to depute experienced doctors to meet the
customers and explain the importance of medicines and ingredients.
3. The company may also share promotional risks with the franchisee. i.e.,
franchisee co-operate advertising programs which expenses are shared with
franchisee. Even if the share of expenses by the franchisee is less as compared
to the company, the company may work together with the franchisee and make the
promotional program a successful one
4. The company may also sometimes set sales volume quotas for individual
franchisee and if the franchisee met or exceed their sales quotas within the sales
campaign period, they can receive price awards often in the form of pleasure
trips to franchisee which will motivate the franchisee to work hard to achieve
the set sales volume quota.
5.3 CONCLUSION

83
Nagarjuna Herbal Concentrates Ltd an ISO 9001: 2000 certified

company was establish in the year 1989 with the mission to contribute to
Ayurveda in a creative manner in Kerala and else where. Within a short span
of 16 years, Nagarjuna has become the second largest Ayurvedic .house in
Kerala, with a turnover of 21crores and 80% of the sales turnover is; derived from
these franchisee network which reveals the importance of net work. Nagarjuna
has a wide marketing network, which include over 850 retail outlets in Kerala
and 1170 outlets outside the state. The unique features -of the franchisee clinic
are the presence of consulting physicians and the ready availability of Nagarjuna
brand drugs at all times.
No manufacturers marketing program is complete if it lacks plans for

securing and maintaining the cooperation of the distributive} outlets. The
fortunes of manufacturers rise and fall with those of their distributors and
dealers. If distributors and dealers succeed in selling the product, the
manufacturer also succeeds and if they fail, the manufacture fails.
Most of the franchisee Nagarjuna are satisfied with them and the well- structured
organization also contribute to its success.

84
CHAPTER 6
APPENDICES
AND
ANNEXURES

85
QUESTIONNAIRE
A STUDY ON THE SATISFACTION LEVEL OF THE FRANCHISEES OF
NAGARJUNA HERBAL CONCENTRATES LTD; THODUPUZHA
1. How long you have been a franchisee of Nagarjuna

(i) Below 3 years
(ii) 3 – 6 years
(iii) 6 – 10 years
(iv) above 10 years
2. Which factor influenced you to be the franchisee of Nagarjuna ?

(i) Quality
(ii) Brand Image
(iii) company support
(iv) Good commission
3. what do you think about the price of the product of Nagarjuna ?

(i) Very good
(ii) Good
(iii) Fair
(iv) Poor
4. What do you think about the quality of the product of Nagarjuna ?

(i) Very high
(ii) High
(iii) Moderate

86
(iv) Low
5. What do you feel about the packing of the products of Nagarjuna ?

(i) Very good
(ii) Good
(iii) Fair
(iv) Bad
6. How much sales do you get in a month ?
(i) Below 5000
(ii) 5000-10000
(iii) 10000 – 15000
(iv) Above 15000
7. Margin of profit offered by the company ?

(i) Excellent
(ii) Good
(iii) Fair
(iv) Poor
8. What is the condition of the product while you receive them ?

(i) Very Good
(ii) Good
(iii) Fair
(iv) Poor
9. What do you feel about the after sales service of Nagarjuna ?

(i) Excellent
(ii) Good
(iii) Fair

87
(iv) Poor
10. Are you satisfied with the cash discounts offered by the company ?
(i) Yes
(ii) No
11. What is your opinion about the distribution m of Nagarjuna ?

(i) Excellent
(ii) Good
(iii) Fair
(iv) Bad
12. Are you satisfied with the present communication system of the company ?
(i) Yes
(ii) No
13. Are you satisfied with the credit policy of the company?
(i) Completely satisfied
(ii) Somewhat satisfied
(iii) Neither satisfied nor dissatisfied
(iv) Completely dissatisfied
14. What is the time gap between placing orders and receiving medicines ?
(i) 2 days
(ii) One week
(iii) More than 1 week
15. Are you satisfied with the promotional activities he company

(i) Yes

88
(ii) No
16. Are you satisfied with the doctor’s service provided by the company?
(i) Completely satisfied
(ii) Somewhat satisfied
(iii) Neither satisfied nor dissatisfied
(iv) Completely dissatisfied
17. Are you satisfied with the field line support of the company
(i) Yes
(ii) No
18. What is your opinion about the handling of customer complaints of

Nagarjuna?
(i) Excellent
(ii) Good
(iii) Average
(iv) Bad
19. Do the company conduct agency meeting ?

(i) Yes
(ii) No
20. Are you completely satisfied with Nagarjuna ?

(i) Yes
(ii) No
21. What do you expect from Nagarjuna?

(i) Extended profit margin
(ii) Extending credit facility

89
(iii) Specialty advertising
22. Do you have any suggestions to improve the products, sales and services of
Nagarjuna ?
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Age:
Sex:
Education:
Income:

90
CHAPTER 7
BIBLIOGRAPHY
BIBLIOGRAPHY

91
1. Kothari C.R, Research Methodology, New Delhi, Wiley Eastern
Ltd. Second edition, 1990.
2. Kotler Philip Marketing Management, New Delhi, Prentice Hall of

India Pvt. Ltd, The millennium Edition, 2000.
3. Carl Me Daniel, Jr. Contemporary Marketing Research, New York,

West publishing company, Third Edition 1996.
4. From the brouchers of nagarjuna herbal ltd.
5. From the company LIBRARY

AJMAL PROJECT New (Nagarguna)

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AJMAL PROJECT New (Nagarguna)

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1

Nagarjuna Herbal Concentrates Ltd

“A STUDY ON COUSTMER SATISFACTION OF

A report submitted in partial fulfillment of the

“BACHELOR OF BUSINESS MANAGEMENT”

Under the guidance of

T.JOHN COLLEGE, BANGALORE

T.JOHN COLLEGE, BANGALORE

The satisfaction and euphoria that accompany the successful completion of

I am highly obliged to MR, KALICHARAN management Department

I am also thankful to Mr. UNNIKRISHNAN and staff workers of

I would also thank my college management for giving me the opportunity

T.JOHN COLLEGE, BANGALORE

I, AJMAL ALI M final semester student of BBM in T.JOHN COLLEGE do

Place: Bangalore AJMAL ALI

T.JOHN COLLEGE, BANGALORE

Sl.No CONTENTS Page

2 Chapter 2- Research Design 4

3 Chapter 3- Company Profile 9

4 Chapter 4- Data Analysis and 27

T.JOHN COLLEGE, BANGALORE

TABLE NAME OF THE TABLE PAGE

4 THE OPINION OF THE RESPONDENT ABOUT THE PRICE OF 35

7 THE OPINION OF THE RESPONDENTSABOUTTHE MARGIN 41

T.JOHN COLLEGE, BANGALORE

T.JOHN COLLEGE, BANGALORE

7 THE OPINION OF THE RESPONDENTS ABOUT THE 42

9 THE OPINION OF THE RESPONDENTS ABOUT THE 46

10 THE RESPONDENTS LEVEL OF SATISFACTION WITH 48

T.JOHN COLLEGE, BANGALORE

ACTIVITIES OF THE COMPANY

15 RESPONDENTS LEVEL OF SATISFACTION WITH THE 59

17 THE RESPONDENTS SATISFACTION LEVEL ABOUT THE 63

T.JOHN COLLEGE, BANGALORE

T.JOHN COLLEGE, BANGALORE

Ayurveda is the knowledge or wisdom (Veda) of life (ayur).It is quite

Today, it's a sole, indispensable branch of medicine an absolute naturalistic

T.JOHN COLLEGE, BANGALORE

India has a substantial share of the market by promoting Ayurveda as a

Exports of Ayurvedic medicines have reached a value of 100 million

T.JOHN COLLEGE, BANGALORE

T.JOHN COLLEGE, BANGALORE

Nagarjuna Herbal Products Limited is one of the major producer of

Nagarjuna Herbal concentrates Limited is also interested to know

2.2 SCOPE OF THE STUDY

1. The Ayurveda industry faces a stiff competition from the domestic

company customer network and helps to strengthen further the companies’

attributes and improve the market share of the company

to make a good relationship with the franchisee

T.JOHN COLLEGE, BANGALORE

2.3 OBJECTIVES OF THE STUDY

1. To study the level of satisfaction of the customer of Nagarjuna

Herbal products Ltd.

2. To study the opinion of the customer about the price, quality,

packing of the products and the distribution system of Nagarjuna Herbal

3. To study the promotional activities of the company

4. To know the credit policy of the company

5. To test whether there is significant relationship between various

factors affecting customer satisfaction and the opinion of coustmers about

6. To evaluate the service rendered by the company to the customer

2.4 RESEARCH METHODOLOGY

Collection of primary data