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Index

Topic

Introduction

Company Profile

Objectives

Scope of study

Hypothesis

Research Methodology

Data Analysis and Interpretation

Hypothesis Testing

Findings

Conclusion

Suggestion

Limitations

Bibliography

Appendix

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Introduction

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INTRODUCTION OF CUSTOMER SATISFACTION

Customer satisfaction is a key factor in formation of customer’s desires for future purchase
(Mittal & Kamakura, 2001). This fact, especially in the Middle Eastern cultures, where the
social life has been shaped in a way that social communication with other people enhances
the society, is more important (Jamal & Naser, 2002). Although satisfaction has been defined
as the difference between expectation and performance, but there are differences between
quality and satisfaction. For example, parasuraman et al. (1991) say that satisfaction is a
decision made after experience while quality is not the same. Expectations for goods are
“would”, while in service quality literature, expectation for goods “should”.

Cadotte & Turgeon (1988) have introduced another group of factors known as neutral
factors. Besides, Lilander & Strandvik (1993) say that experience is not needed for
evaluating service quality, and service can be evaluated on the basis of the knowledge about
service provider, while satisfaction is an inner view, resulted from customer;s own
experience from the service. Finally, several researches have been done on the relation
between service quality and satisfaction: findings of some of these researches show that
satisfaction results in service quality.

FACTORS AFFECTING CUSTOMER SATISFACTION

Customer satisfaction is overall impression of customer about the supplier and the products
and services delivered by the supplier. Following are the important factors that could affect
customer satisfaction:

 Department wise capability of the supplier.


 Technology and engineering or re-engineering aspects of products and services.
 Type and quality of response provide by the supplier.
 Supplier’s capability to commit on deadlines and how efficiently they are met.
 Customer service provided by the supplier.

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 Complaint management.
 Cost, quality performance and efficiency of the product.
 Supplier’s personal facets like etiquettes and friendliness.
 Supplier’s ability to manage whole customer life cycle.
 Compatible and hassle free functions and operations.

The above factors could be widely classified under two categories i.e. suppliers behavior
and performance of product and services. The supplier’s behavior mostly depends on the
behavior of it’s senior subordinates, managers and internal and employees. All the functional
activities like customer response, direct product and maintenance services, complaint
management etc. are the factors that rely on how skillful and trained the internal and human
resources of the supplier are. The second category is regarding all the products and services.
This depends on the capability of supplier to how to nurture the products and services
efficiently and how skilled the employees are. It’s all about how the skills are implemented
to demonstrate engineering, re-engineering and technological aspects of the products and
services. The quality and efficaciousness of the product is also an important factor that
enables compatible and hassle free function and operations. This bears to lower maintenance
and higher life of the product which is highly admired by the customers.

If the product is having some problem or compatibility issues and requires frequent
maintenance and support than the customers could get irritated and possibilities of sudden
divert is there which lead to supplier’s financial loss. In the same way if the product is
expecting huge amount of financial and manual resources then customers could get a feeling
of dissatisfaction and worry. However, if these aspects are handled efficiently by giving class
services and dealing with complaint effectively then dissatisfied customers could be
converted into long time satisfied customers and retaining then becomes easy.

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HIMALAYA

Himalaya is a worldwide pioneer in the field of scientifically validated herbal healthcare. Its
reputation is for clinically studied, pure, and safe herbal healthcare products that are based on
extensive scientific validation and stringent quality controls.

Himalaya is the present portfolio of pharmaceuticals, personal care, baby care, well being
products. Himalaya has evolved into a ‘head-to-heel’ herbal wellness company. To observe
how Himalaya’s most important asset and investing in them is vital to Himalaya. From
giving them the creative freedom to push the boundaries of research to fostering a culture of
open communication and diversity, we believe that there nurturing work environment brings
out the best in their team and allows Himalaya to develop the best products. Each and every
Himalaya employee is unique and contributes to the success of the organization.

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COMPANY PROFILE

The Himalaya drug company is a company established by M. Manal in 1930 and based in
Banglore , India. It produces health care products under the name Himalaya Herbal
Healthcare whose products include ayurvedic ingredients.It is spread across locations in
India, the United states, the middle East ,Asia and Europe, while its products are sold in 90
countries across the world. The products are dispensed globally and thoroughly researched in
the Banglore facility and other prestigious universities globally.

Himalaya's story began way back in 1930. A curious young man riding through the
forests of Burma saw restless elephants being fed the root of a plant, Rauwolfia serpentina,
which helped pacify them. Fascinated by the plant's effect on elephants, this young man, Mr.
M. Manal, the founder of Himalaya, wanted to scientifically test the herb's properties.

With no money and only a pocketful of dreams, he pawned his mother's jewelry to buy a
hand-operated tableting machine. The years that followed were a time of endurance and a
test of the young man's patience, strength and passion. He spent his days learning about
herbs from neighborhood healers and his nights working on the machine to make a few
hundred tablets. His vision was to 'bring the traditional Indian science of Ayurveda to society
in a contemporary form'.

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In a time when herbal products were regarded with scepticism, our founder's belief in the
healing power of herbs was unwavering. He felt that if people were offered safe and effective
herbal medicines, they would come to accept them as part of their healthcare routine. He
believed that herbal medicines could and should be evaluated on the same quality and
efficacy parameters as conventional medicine. This was possible through empirical research.
Once scientific research proved that herbal products worked, even doctors could be won
over. This was a big dream with big challenges. But he persevered on despite the obstacles.

After four years of researching the herb Rauwolfia serpentina, Serpina®, the world's
first natural antihypertensive drug was launched in 1934.

The discovery set the future course for Himalaya. It taught us the value of
scientific research. It also taught us the importance of patience, passion and perseverance.
We have since focused on converting Ayurveda's herbal tradition into a range of proprietary
formulations dedicated to healthy living and longevity.

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OBJECTIVES

1) To study consumer preference towards Himalaya products.


2) To study factor which influence customers .
3) To study quality of the factor.

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HYPOTHESIS

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HYPOTHESIS:-

1) Customers are highly satisfied with Himalaya products.


2) Price is the major factor which influence customer.

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SCOPE OF THE STUDY

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SCOPE OF STUDY

 The scope of study is limited up to Gondia region.


 The scope of study is limited due to time and money constraints.
 The scope of study is limited due to limited sample size, i.e, 60.

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RESEARCH AND METHODOLOGY

RESEARCH METHODOLOGY

The methodology that was adopted for the study includes both primary source data as well as
the secondary source of data. The methodology of the study can be explained as follows :

DATA COLLECTION

Data collection refers to a purpose gathering of information relevant to the subject matter
under study and methods depend mainly on nature, purpose and scope of the enquiry to be
undertaken on the available resources and time.

Data collection is one of the methods of research. There are mainly two methods of
the data collection.

 PRIMARY DATA COLLECTION


 SECONDARY DATA COLLECTION

PRIMARY DATA :

The primary data are those which are collected afresh and for the first time, and thus happens
to be original in character. We can obtain primary data either through observation or through
direct communication with respondents in one form or another or through personal
interview.

SECONDARY DATA :

Secondary data means data that are already available i.e. they refer to the data which have
been already been collected and analyzed by someone else. When the researcher utilizes
secondary data, then he has to look into various sources from where he can obtain them.
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 Internet
 Company manuals and booklets
 Books etc.

The source of information is generally classified as primary and secondary .


According to payline V. young The source of information can be classified into
documentary sources and field sources.

a) Primary data :-

The information given/ collected by individual or groups constitute primary


source.

Methods of generating primary data

i. Survey
ii. Personal interview
iii. Observation
iv. Questionnaire

b) Secondary data :-

Books, diary, manuscript, letter, magazine, internet etc. are the secondary or documentary
source. The researcher for this dissertation has decided to use primary source as
questionnaire and secondary sources as books and internet for data collection.

Tools Of Data Collection :

a) Questionnaire and observation was used as tool for primary source of data collection.
b) Books and internet was used as tool for secondary source of data collection.

Pre-study :

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After careful study of literature and expert consultation the researcher still may have only a
rather vague idea about the critical element in his problem. As pilot study sometimes may be
launched as a step preliminary to the form scale before original study are carried out in order
to gain some preliminary information of the main project.

Pretesting:-

Pretesting is the process of an advance testing of study design after the interview schedule
has been prepared. The researcher referred books and internet to get prepared literature for
this project and report.

Processing:-

Once the collection of data is over the main step top arranged for processing and analysis of
data.

Editing:-

The preparation of the data forms for the tabulations must include on operational procedure
for accepting, modifying or resection individual questionnaire.

Tabulation:-

Tabulation is a process of summarizing raw and display it in compact forms for further
analysis. Analysis of data is made possible through tables. These tables sre made for
different variables and to show relationship with each other.

Interpretation of data:-

Analysis and interpretation are central step in research process. The goal of analysis is to
summarize collected data in such a way that they provide answer to the and triggered the
researcher. Interpretation is the research for the broader meaning of research finding.

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DATA ANALYSIS & INTERPRETATION

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DATA ANALYSIS AND INTERPRETATION

2. Age:

NO. OF
SR.NO PARTICULAR PERCENTAGE
RESPONDENTS

1 8-15 10 17%
2 15-25 25 41%
3 25-35 15 25%
4 35- ABOVE 10 17%
5 Total 60 100%

17% 17%
8 to 15
25% 15 to 25
41% 25 to 35
35 to above

Analysis

From that it was found that:-

 8 to 15 year age group 10 peoples were used Himalaya product.


 15 to 25 year age group 25 peoples were used Himalaya product.
 25 to 35 year age group 15 peoples were used Himalaya product.
 35 to above year age group 10 peoples were used Himalaya product.

Interpretation

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Thus, above table indicates that majority of people have 15 to 25 year age group.

2.Gender:-

Sr no. particulars No. of respondents percentage


1 Male 15 25%
2 Female 45 75%
3 total 60 100%

25%

male

75% female

Analysis

 15 were peoples are male.


 45 were people are female.

Interpretation

Thus, above table indicates that majority of people have 75% females are used Himalaya
products.

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3.Occupation:

Sr no. particulars No. of respondents percentage


1 Students 30 50%
2 Job 5 8%
3 Business 15 25%
4 Others 10 17%
5 total 60 100%

17%

50% students
25% job
business
8% others

Analysis

 30 were peoples are students


 5 were peoples are job persons
 15 were peoples are business persons
 10 were peoples are other

Interpretation

Thus, above table indicates that majority of people have 50%, students mostly used
Himalaya products.

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4. How frequently do you buy Himalaya products?

Sr no. Particulars No. of respondents Percentage

2 More than once 10 17%


3 Every few month 13 22%
4 Yearly 10 16%
5 Total 60 100%

16%
45%
once a week
22%
more than once
every few month
17%
yearly

Analysis

 27 peoples were frequently buy


 10 peoples were frequently buy
 13 peoples were frequently buy
 10 peoples were frequently buy

Interpretation

 Thus, above table indicates that majority of people have 45% peoples who buy
frequently the Himalaya product once a week.

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5.Any problem you faced while using it?

Sr no. particulars No. of respondents percentage


1 yes 22 36%
2 no 38 64%
3 total 60 100%

36%

yes
64%
no

Analysis

 22 were have problem


 38 were have problem

Interpretation

Thus, above table indicates that majority of 64% people have no problem were using
Himalaya product.

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6 Do you want any changes in product?

Sr no. particulars No. of respondents Percentage


1 Yes 10 16%
2 No 50 84%
3 total 60 100%

16%

yes
no
84%

Analysis

 10 peoples were want changes


 50 peoples don’t want changes

Interpretation

Thus, above table indicates that majority of 84% people don’t want changes in Himalaya
products.

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7. Since how many years you are using Himalaya products?

Sr no. particulars No. of respondents percentage


1 Last one year 10 17%
2 2 to 3 year 25 41%
3 3 to 5 year 15 25%
4 More than 5 year 10 17%
5 total 60 100%

17% 17%

last one year


25% 2 to 3 year
41% 3 to 5 year
more than 5 year

Analysis

 10 peoples were used


 25 people were used
 15 people were used
 10 people were used

Interpretation

Thus, above table indicates that majority of 41% people have used Himalaya products from 2
to 3 years.

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8.Which factor influenced you to buy Himalaya products.

Sr no. particular No. of respondents Percentage


1 Price 15 25%
2 Quality 35 59%
3 Service 5 8%
4 Company image 5 8%
5 Total 60 100%

8%
8% 25%
price
quality
sevice
59%
company image

Analysis

 15 peoples were influenced by price


 35 peoples were influenced by quality
 5 peoples were influenced by service
 5 peoples were influenced by company image

Interpretation

Thus, above table indicates that majority of 59% people are influenced by quality of
Himalaya products buy this.

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9. Are you satisfied with Himalaya product?

Sr no particular No. of respondents percentage


1 Yes 47 78%
2 No 13 22%
3 total 60 100%

22%

yes
no
78%

Analysis

 47 peoples were satisfied


 13 peoples were satisfied

Interpretation

Thus, above table indicates that majority of 78% peoples are satisfied with Himalaya
product.

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10. Which of the Himalaya product you generally use?

Sr no. particulars No. of respondents percentage


1 Face wash 26 43%
2 Face pack 14 23%
3 Shampoo 10 17%
4 Others 10 17%
5 total 60 100%

17%
43%
17% face wash
face pack
shampoo
23%
others

Analysis

 26 peoples generally use face wash


 14 peoples generally use face pack
 10 peoples generally use shampoo
 peoples generally use others

Interpretation

Thus, above table indicates that majority of 43% peoples generally use Himalayas face pack.

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Hypothesis
testing

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HYPOTHESIS TESTING

H1: Accepted,

From the data analysis and interpretation it is verified that the company
adopted various latest marketing technologies.

H2: Accepted,

From the data analysis and interpretation it is verified that consumer buying
behavior affects the sales of Himalaya products.

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FINDINGS

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FINDINGS

 Himalaya is the very popular company among the customers.

 People are highly satisfied with the Himalaya’s products.

 Customers prefer Himalaya’s product more because of their qualities.

 Himalaya is the clear market leader across all age groups and income levels.

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CONCLUSION

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CONCLUSION

 Company has aims to create a brand image in the mind of customers.


 The company adopts mass advertising media & brand ambassador to promote their
product.
 Most of the customers generally prefer Himalaya skincare & shampoos.
 Company has opened new service center in metro & other cities.

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SUGGESTIONS

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SUGGESTIONS

 Himalaya should concentrate on the rural areas and make their management
proper by giving employment to the educated people.
 The company should distribute magazines, house journals to the consumers to
aware them about new schemes and offers.
 New promotional strategies should be adopted by company, like personal services
etc.
 The company should start taking feedback from consumers about their product
through the way of prescribed forms.

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LIMITATIONS

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LIMITATIONS

The limitations are as follow:

 While analysis the primary data Human error may occurred.


 The time for the study is very limited.
 Whatever the data available in the books and internet are the limited source
of information for the customer satisfaction of Himalaya product.

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Bibliography

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BIBLIOGRAPHY

Websites:

 www.Himalayaindia.com
 www.google.com
 www.hindustanunilever.com

Books:

 Modern Marketing ( Philip Kotler )


 Services Marketing ( S. M. Jha )
 Research methodology (William Zikmud)

Magazines:

 Business Today
 Business World

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QUESTIONNARIE:-

1 Name:-

2 Age :-

 8-15
 15-25
 25-35
 35-above

3 Gender :-

 Male
 Female

4 Occupation :-

 Student
 Job
 Business
 Others

5 How frequently do you buy Himalaya products?

 Once a week
 More than once
 Every few month
 Yearly

6 Any problem you faced while using it?

 Yes
 No

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7 Since how many years you are using Himalaya product?

 Last 1 year
 2-3 year
 3-5 year
 More than 5 year

8 Which factors influenced you to buy Himalaya product?

 Price
 Quality
 Service
 Company image

9 Are you satisfied with Himalaya product?

 Yes
 No

10 Which of the Himalaya product you generally use?

 Face wash
 Face pack
 Shampoo
 Others

11 Do you want any changes in product?

 Yes
 no

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