Content: A Report On Customers Satisfaction Over Soft Drinks MFD by Coca-Cola Pvt. LTD

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.
2013-2014
CONTENT
Chapter 1
Introduction
Objective of the study
Scope of the study
Research Methodology
Limitations of the study
Chapter 2
Industrial Profile
Organization Profile
Coca Cola
Chapter 3
Theoretical Aspects Of The Study
Chapter 4
Data Analysis and Interpretation
(Analysis with graphs and charts)
Chapter 5
Findings
Suggestions
Conclusion
Annexure
Questionnaire
Bibliography
Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd. 2013-2014
Chapter 1:
Introduction
Objective of the study
Scope of the study
Research Methodology
Limitations of the study

INTRODUCTION
The project was carried for the Completion of Bachelor in Business Management from the
Vijayanagara Sri Krishnadevaraya University, Bellary.
The aim behind this project was to get an exposure to the working environment in an
organization. It was a great opportunity to relate concepts learned by me to the practical
application in the organization.
This projectnot only helped me in interacting with highly experienced managersbut also
made me to improve my practical knowledge.
Considering this type of perishable products like soft-drinks.
I wanted to learn about
Whether the consumer of this product use it or not?
What features do they look for?
What benefit do they seek?
How likely they like to consume such products?
The answers for these questions can be found through consumer research and can provide
manufactures with important inputs for the products in terms of:
Scheduling
Design
Modifications
Promotional activities

NEED FOR THE STUDY

With the economic liberalization in India a number of global companies have been coming
forward to invest in India and tapping perhaps and world's biggest growing market. As the
floodgates have been opened up for Multinational Companies, the global giant Coca-Cola also
decided to make an entry into the Indian market. In India, the per capita consumption of soft
drinks is at rock bottom level even less than our neighboring countries Pakistan and Bangladesh,
where it is four times as much.
The last summer was particularly sweltering one, with temperatures hitting the high 40's in
some places yet; bottles were disappearing from shelves faster than they could be replaced. In
the peak season, they found themselves short of capacity and having to turn around their
trucks faster and faster to slake the Great-Indian Thirst.
With growth rates zooming into the double digits, bottlers have been propelled into expanding
capacities. With their big-time plans, the multinationals have changed the face of this
business, long dominated by small-time businessmen. If demand continues to increase
annually at an average of 20 percent, then volumes could reach one billion cases within ten
years.
These arc ambitious targets and to reach them the cola makers will have to build capacity,
infrastructure, make their bottlers more available and more affordable. There are 5, 00,000
retailers stocking soft drinks in India. Also, soft drinks which retail at anywhere between Rs.9.00
and Rs.12.00 are expensive when measured against purchasing power.
As they concoct their strategies, keeping an eye on each other all the time, ultimately there's
only one guy they have to watch out for, who will determine their fortunes: the consumer. The
real race to quench his thirst has just begun

OBJECTIVE OF THE PROJECT:
The main objective of this project is to study and understand customer’s satisfaction
level on soft drinks by Coca-Cola.
To study about the customers perception with regard Coca-Cola
To understand the Promotional Strategies

SCOPE OF THE STUDY
In this competitive modern age where different qualities and types of goods exist; branding is
given special importance in the business world not only giving separate identity but also easy
recognition to the product and so also creates a special brand preference
Customer satisfaction covers all the areas of importance to consumers which in-turn helps the
company in preparing strategies for a well-built and improved Customer satisfaction for the
product of the company. The subject is studied for the improvement of the product in view of
the limitations of the study, which will help me in acquiring a better insight and understanding
the trivial aspects of the Customer satisfaction.

RESEARCH METHODOLOGY
Data will be collected from a sample of size 50 and distributed over different areas by using
Simple Random Sampling.
1. Demographic Segmentation
2. Use-Related Segmentation
Demographic Segmentation
Demographic segmentation refers to division of the market into groups based on variables such
as age, gender family size, income, occupation, education, religion, race and nationality. This
division is done in order to make marketing easier and avoid wastage of resources
Use-Related Segmentation
Use-related segmentation is defined as a popular and effective form of segmentation that
categorized consumers in terms of product, service, or brand-usage characteristics, such as
usage rate, awareness status, and degree of brand loyalty.
Analysis
1. Data Analysis is done both qualitatively and quantitatively.
2. The analysis is presented pictographically using bar graphs

SAMPLING
Selection of Sample:
Sampling allows us to concentrate our attention upon relatively small number of
people and hence devote more energy to ensure that the information collected from them is
accurate.
Population:
People from the Bellary city.
Sampling Size:
50Respondents only.
Sample Method:
Simple Random Sampling.

RESEARCH DESIGN
The research design had a main phase,
Survey
A field of applied statistics, survey methodology studies the sampling of individual
units from a population and the associated survey data collection techniques, such as
questionnaire construction and methods for improving the number and accuracy of responses
to surveys.For the survey purpose I selected a part of the Bellary city.
Data collection methods:
Primary data : Personal interactions, survey

Secondary data : Internet, Books and Media sources( newspapers and magazines)

MEASURMENT TECHNIQUES:
This project is analyzed by taking in consideration the various data which is been
collected during the study. I was very important to analysis the data and representing these
data graphically and chronologically i.e. the data which is collected is analyzed with the help
of
Bar graphs
Percentage tables
Bar graphs:
A bar chart or bar graph is a chart with rectangular bars with lengths proportional to
the values that they represent. The bars can be plotted vertically or horizontally.
Percentage:
A percentage is a number or ratio expressed as a fraction of 100. It is often denoted
using the percent sign, "%", or the abbreviation "pct."

LIMITATIONS OF THE STUDY
The study is conducted within the confines of the city

The study made use of both the primary and secondary sources of information but
more stress was laid up on secondary data source.
Due to lack of time and finances, the sample size is confined to 50 only.
Study is confined to consumers mostly belonging to age group between 20-25
years

Chapter 2:
Industrial profile
Organizational profile
Coca-Cola pvt ltd

INDUSTRIAL PROFILE
A soft drink (also called soda, pop, coke, soda
pop, fizzy drink, tonic, seltzer, mineral,
sparkling water, lolly water or carbonated
beverage) is a beverage that typically contains
water (often, but not always, carbonated water),
usually a sweetener and usually a flavoring
agent. The sweetener may be sugar, high-
fructose corn syrup, fruit juice, sugar
substitutes (in the case of diet drinks) or some
combination of these. Soft drinks may also
contain caffeine, colorings, preservatives and
other ingredients
Soft drinks are called "soft" in contrast to "hard drinks" (alcoholic beverages). Small amounts
of alcohol may be present in a soft drink, but the alcohol content must be less than 0.5% of the
total volume if the drink is to be considered non-alcoholic. Fruit juice, tea and other such non-
alcoholic beverages are technically soft drinks by this definition but are not generally referred
to as such.
Soft drinks may be served chilled or at room temperature, and some, such as Dr. Pepper, can
be served warm.
The first marketed soft drinks in the Western world appeared in the 17th century. They were
made of water and lemon juice sweetened with honey. In 1676, the Compagnie des Limonadiers
of Paris was granted a monopoly for the sale of lemonade soft drinks. Vendors carried tanks of
lemonade on their backs and dispensed cups of the soft drink to thirsty Parisians

The entry of carbonated soil drink into the Indian soil is relatively new. The credit for
introducing branded soil drink goes to pure drinks private Ltd, Delhi. Later this company
became the franchised bottler of Coca-Cola Export Corporation. Accordingly, in 1950 Coca -
Cola made its first debut in the Indian market. This is the story about the origin of soft drinks
in India. After Coca-Cola, Pepsi entered into the market. The exit of Pepsi made coke the
undisputed leader in the soft drinks market. This company too was forced to leave India due to
its non-compliance with the rules and regulations of the Government in 1977. The exit of coke
becomes a boom to national manufactures and all the players started increasing their business.
Among the many national players like pure drinks Me Dowels, Modem foods, Spencer's and
parley, Parle emerged as the leader in the Indian soft drink market. It is believed that by the
end of 1989. Parle captured more than 75% of the national soft drink market.
In 1990, Pepsi reentered India and started making more noise in the market. All the same, it
grabbed considerable market share from parley. Besides this, Coke also reentered India after
16 years of exile, fearing that, it cannot cling to its market leadership. Parle sold itself to
Coca-Cola for $40 Million November, 1993.
By buying over local competition the two American Cola giant share cleared up the arena and
are packing all their power behind building the Indian franchise of their global girdling
brands. If Pepsi invests Rs. 300 core, Coke will be investing more than that and vice versa.
The total investment is of a size and scale that the Rs. 3048 cork soft drink businesses have
never seen before.

Both players see enormous potential in this country. Where swigging a carbonated beverage is
still considered as treat virtually a luxury. Consequently by world standards India's per capita
consumption of three servings is rock bottom less even than over neighbors Pakistan and
Bangladesh. Where is four times as much so, the cola giants feel that per caps can only go up
and up. As incomes improve so do life styles a pattern they have seen in many of the 195
countries they sell their universal products.
This report is highly focused on providing insights about the Carbonated Soft Drinks in India
where the market consists of cola products and non-cola products of which the cola segment
constitutes 62%, non-cola segment is bagged with 30% and Energy Drinks Segment is 8% which
has been growing at a CAGR of 29% from 2009. Furthermore the urban areas report a
dramatically high consumption of aerated drinks as compared to rural areas, where Delhi is on
the top of the list for Carbonated Soft Drink consumption. The report reveals the market share
and size of the top players in the Industry being Coke and Pepsi with a combined Market
share of 95%.
The research further reveals that the Western region accounts for 32% of the Carbonated Soft
drink Industry in India, in spite of a never ending rivalry, between the major players. Porter’s
five force model has been effectively used to understand the competition situation prevailing
in the Industry coupled with PEST analysis to understand the macro economic conditions of
the Industry

Market Segmentof Food Industries
Food Industries Shares

Fruits, Vegetables, Meat, Fish, Oil 40%
Dairy Products 5%
Grain Mill Products 10%
Soft drinks 12%
Beverages 20% Fruit beverages 5%

Others 3%
Others 25%
TOTAL 100%
Market Share of Various Food Processing Industries
Market Segment
Fruits, Vegetables,
Meat, Fish, Oil
Dairy Products
25%
40%
Grain Mill Products
20% Beverages
10% Others
5%
Market Share of Different Beverages
Share
others
15%
fruit
beverages Soft drinks
25% 60%

ORGANIZATION PROFILE
COCA – COLA Pvt. Ltd

Coca-Cola originated as a soda fountain beverage in 1886 selling for five cents a glass. Early
growth was impressive, but it was only when a strong bottling system developed that Coca-
Cola became the world-famous brand it is today
1894 … A modest start for a bold idea

In a candy store in Vicksburg, Mississippi, brisk sales of the new fountain beverage called Coca-
Cola impressed the store's owner, Joseph A. Biedenharn. He began bottling Coca-Cola to
sell, using a common glass bottle called a Hutchinson.
Biedenharn sent a case to Asa Griggs Candler, who owned the Company. Candler thanked
him but took no action. One of his nephews already had urged that Coca-Cola be bottled, but
Candler focused on fountain sales.
1899 … The first bottling agreement

Two young attorneys from Chattanooga, Tennessee believed they could build a business around
bottling Coca-Cola. In a meeting with Candler, Benjamin F. Thomas and Joseph B. Whitehead
obtained exclusive rights to bottle Coca-Cola across most of the United States -- for the sum
of one dollar. A third Chattanooga lawyer, John T. Lupton, soon joined their venture.
1916 … Birth of the Contour Bottle

Bottlers worried that Coca-Cola's straight-sided bottle was easily confused with imitators. A
group representing the Company and bottlers asked glass manufacturers to offer ideas for a
distinctive bottle. A design from the Root Glass Company of Terre Haute, Indiana won
enthusiastic approval. The Contour Bottle became one of the few packages ever granted
trademark status by the U.S. Patent Office. Today, it's one of the most recognized icons in the
world - even in the dark!

1920s … Bottling overtakes fountain sales
As the 1920s dawned, more than 1,000 Coca-Cola bottlers were operating in the U.S. Their
ideas and zeal fueled steady growth. Six-bottle cartons were a huge hit starting in 1923. A few
years later, open-top metal coolers became the forerunners of automated vending machines.
By the end of the 1920s, bottle sales of Coca-Cola exceeded fountain sales.
1920s and '30s … International

expansion
Led by Robert W. Woodruff, chief

executive officer and chairman of the Board,
the Company began a major push to
establish bottling operations outside the U.S.
Plants were opened in France, Guatemala,
Honduras, Mexico, Belgium, Italy and
South Africa. By the time World War II
began, Coca-Cola was being bottled in 44
countries.
1950s … Packaging innovations
For the first time, consumers had choices

of Coca-Cola package size and type-the
traditional 6.5 ounce Contour Bottle, or
larger servings including 10-, 12- and 26-
ounce versions. Cans were also introduced,
becoming generally available in 1960.

1960s … New brands introduced
Sprite®, Fanta®, Fresca® and TAB® joined brand Coca-Cola in the 1960s. Mr. Pibb® and
Mello Yello® were added in the 1970s. The 1980s brought diet Coke® and Cherry Coke®,
followed by POWERaDE® and Fruitopia® in the 1990s. Today scores of other brands are
offered to meet consumer preferences in local markets around the world.
1990s … New and growing markets
Political and economic changes opened vast markets that were closed or underdeveloped for
decades. After the fall of the Berlin Wall, the Company invested heavily to build plants in
Eastern Europe. As the century closed, more than $1.5 billion was committed to new bottling
facilities in Africa.
21st Century …
The Coca-Cola bottling system grew up with roots deeply planted in local communities. This
heritage serves the Company well today as consumers seek brands that honor local identity
and the distinctiveness of local markets. As was true a century ago, strong locally based
relationships between Coca-Cola bottlers, customers and communities are the foundation on
which the entire business grows.
At the core of our business in India, as in the rest of the world is our production and
distribution network, which we call the “Coca-Cola system”. Globally, the Coca-Cola system
includes our Company and more than 300 bottling partners. The Coca-Cola Company
manufactures and sells concentrate and beverage bases. Our authorized bottlers combine our
concentrate or beverage bases as the case may be with sweetener (depending on the product),
water or carbonated water to produce finished beverages. These finished beverages are packaged
in authorized containers bearing our trademarks -- such as cans, refillable glass bottles, non-
refillable PET bottles and tetra packs -- and are then sold to wholesalers or retailers. In India,
additionally, the Company also sells certain powdered beverage mixes such as Vitingo.

Our beverages reach our ultimate consumers through our customers: the grocers, small retailers,
hypermarkets, restaurants, convenience stores and millions of other businesses that are the
final points of distribution in the Coca-Cola system. What truly defines the Coca-Cola system,
and indeed what makes it unique among businesses, is our ability to create value for our
customers and consumers.
In India, the Coca-Cola system comprises of a wholly owned subsidiary of The Coca-Cola
Company namely Coca-Cola India Pvt Ltd which manufactures and sells concentrate and
beverage bases and powdered beverage mixes, a Company-owned bottling entity, namely,
Hindustan Coca-Cola Beverages Pvt Ltd; thirteen licensed bottling partners of The Coca-Cola
Company, who are authorized to prepare, package, sell and distribute beverages under certain
specified trademarks of The Coca-Cola Company; and an extensive distribution system
comprising of our customers, distributors and retailers. Coca-Cola India Private Limited sells
concentrate and beverage bases to authorized bottlers who use these to produce our portfolio
of beverages. These authorized bottlers independently develop local markets and distribute
beverages to grocers, small retailers, supermarkets, restaurants and numerous other
businesses. In turn, these customers make our beverages available to consumers across India.
LOGO OF COCA-COLA LTD

Key People:
Founder: Asa Griggs Candler
President and CEO: Muhtar Kent
Headquarters: Midtown Atlanta, Georgia
Key People INDIA

Deputy President and CEO: Atul Singh, Pacific Group
Deputy Business Unit President: Venkatesh Kini, India & South West Asia
Headquarters: Gurgaon, Haryana
COKE PRODUCTS IN INDIA:

Coca-Cola GEORGIA Gold
Diet Coke Minute Maid
Thums Up Pulpy Orange
Sprite Nimbu Fresh
Fanta Guava
Limca Apple
Maaza Mango
Burn Mixed Fruit
Kinley Water 100% Grape Juice
Kinley Soda 100% Apple Juice
Schweppes 100% Orange Juice
Out of which
Coca-Cola, Maaza, Kinley water, Sprite, Minute Maid, GEORGIA Goldand Kinley
sodaare Coca-Cola products
Thums up, Limca, Fanta are the products of Parle which are purchased by the Coca-
Cola Co.
Schweppes was launched in India in 1999 after the international takeover of the
brand from Cadbury Schweppes.

PROFITABLE BRANDS ARE:
300ml - Maaza, Coke, Sprite

600 ml - all brands
2 liters – All brands
Evolution in Coca-Cola bottles over the years

Atul Singh, CEO and President, Coca-Cola India with various Coca-Cola
products.
Various products of Coca-Cola

VISION
Our vision serves as the framework for our Road map and guides every aspect of our
business by describing what we need to accomplish in order to continue achieving
sustainable, quality growth.
People: Be a great place to work where people are inspired to be the best they can
be
Portfolio: Bring to the world a portfolio of quality beverage brands that anticipate and
satisfy people’s desires and needs
Partners: Nurture a winning network of customers and suppliers, together we create
mutual, enduring value
Planet: Be a responsible citizen that makes a difference by helping build and
support sustainable communities
Profit: Maximize long-term return to share owners while being mindful of our
overall responsibilities
Productivity: Be a highly effective, lean and fast-moving organization
MISSION
Our Road map starts with our mission, which is enduring. It declares our purpose as a
Company and serves as the standard against which we weigh our actions and decisions.
To refresh the world...

To inspire moments of optimism and happiness...
To create value and make a difference

VALUES
They are guided by shared values that they will live by as a company and as individuals.
Leadership: "The courage to shape a better future"

Passion: "Committed in heart and mind"
Integrity: "Be real"
Accountability: "If it is to be, it’s up to me"
Collaboration: "Leverage collective genius"
Innovation: "Seek, imagine, create, delight"
Quality: "What we do, we do well"

Profile of Business in BELLARY

Bellary is a historic city in Bellary District in Karnataka state, India.Bellary has a semi-arid
climate. The city stands in the midst of a wide, level plain of black cotton soil. As the city
lies in the rain shadow region of the Western Ghats, it receives little rain from the southwest
monsoon. Temperatures remain high from the months of March to mid-June, with highest
temperature recorded at 44.9 °C (110 °F).
In this hot region there is a huge demand for cold drinks especially during summers where the
water availability is very less. So Mr. GOPAL KRISHNA AGARWAL decided to open a
small retail outlet named “RADHIKA SWEETS”. This outlet was opened 30 years ago. This
outlet had both cold drinks and a verity of sweets and it is located at mothi circle of Bellary
city which is also a main pass by and commercial area.
Profile of firm in Bellary

Name of the Firm: RADHIKA SWEETS
Founder:Gopal Krishna Agarwal
1982
Year of establishment:
Radhika Sweets
Location of the firm:
H.R.G complex site,
Mothi Circle, Bellary
583101(Karnataka, India)
Total members in the firm: 3 members
Contact number: Mob: 9880982632
8884547576
Specializes in: Cold drinks of Coca-Cola brand
Verity of sweets and wafers

HEALTH EFFECTS AND CRITICISMS
The consumption of sugar-sweetened soft drinks is associated with obesity, type 2 diabetes,
dental caries, and low nutrient levels. Experimental studies tend to support a causal role for
sugar-sweetened soft drinks in these ailments, though this is challenged by other
researchers. "Sugar-sweetened" includes drinks that use high-fructose corn syrup, as well as
those using sucrose.
Many soft drinks contain ingredients that are themselves sources of concern: caffeine is linked
to anxiety and sleep disruption when consumed in excess, and some critics question the health
effects of added sugars and artificial sweeteners. Sodium benzoate has been investigated by
researchers at University of Sheffield as a possible cause of DNA damage and hyperactivity.
Other substances have negative health effects, but are present in such small quantities that
they are unlikely to pose any substantial health risk provided that the beverages are consumed
only in moderation.
In 1998, the Center for Science in the Public Interest published a report titled Liquid Candy:
How Soft Drinks are Harming Americans' Health. The report examined statistics relating to
the increase in soft drink consumption and claimed that consumption is "likely contributing
to health problems." It also criticized marketing efforts by soft drink companies.
Coca-Cola was India's leading soft drink until 1977 when it left India after a new
government ordered the company to turn over its secret formula for Coca-Cola and dilute its
stake in its Indian unit as required by the Foreign Exchange Regulation Act (FERA). In
1993, the company (along with PepsiCo) returned after the introduction of India's
Liberalization policy
In India, there exists widespread concern over how Coca-Cola is produced. In particular, it
is feared that the water used to produce Coke may contain unhealthy levels of pesticides and
other harmful chemicals. It has also been alleged that due to the amount of water required to
produce Coca-Cola, aquifers are drying up and forcing farmers to relocate

Chapter 3:
Theoretical Aspects Of The Study

Theoretical aspects of the study:

CUS T O ME R S – RE AL L Y I M PO RT A N T !!
C - CAR E FOR THE CUST OM ER

U - UNDERST AND THE CUS TOMER
S - S TU DY T HE C USTOM ER
T - TRUS T THE C USTOM ER
O - O B L IG E T HE C U S T OM E R
M- ME ET T HE C US TOM ER
E - E V A LU A T E T H E C U S T O M E R
R - RESP OND TO T HE C UST OM ER
S - S E LL A N D W IN T HE C US T O M E R
W h o i s a Cu s to me r ?
A cust om er is t he m o st import an t p erso n i n a bu sin ess .

A cust om er is s om eo ne wh o b rin gs his ex pect atio ns t o th e o
r ganiz ati on, and it i s th ei r jo b to f ul fill i t.
A cust om er is t he li f e b loo d o f an y b usin ess
A cust om er is a p er s on who do es a f av or to th e com p an y b y c allin g on th
em , b ut t he y d o n o t do so b y se rvi n g in ret ur n.
A cust om er is not depen dent on t he o r ga n iz ation ; th e or ganiz ation i s d
ep en d ent on him.
A cust om er d es erv es co urt es y an d att enti on.
A cu s t o m er i s n o t s o m eo n e t o ar gu e o r m at ch wi t s wi t h .

Satisfaction
Theactofsatisfying,orthestateofbeingsatisfied;gratificationofdesire;contentmentinpossessiona
ndenjoyment;reposeofmindresultingfromcompliancewithits desires ordemands.
Customer Satisfaction
“Customer satisfaction, a businessterm, is a measure of how products and services supplied

by a company meet or surpass customer expectation.” But that seems off when you look at
the separate definitions of the two words that comprise the term.
Definition of Consumer Behavior:

Consumer behavior is defined as activities undertake when obtaining, consuming, and
disposing of products and services. Simply stated, consumer behavior has traditionally been
thought of as the study of "Why people buy". With the premise that it becomes easier to
develop strategies to influence consumers once a marketer knows why people buy certain
products or brands.
CONSUMER BEHAVIOR or CUSTOMER SATISFACTIONalso can be defined as a

field of study, focusing on consumer activities. As the study of consumer behavior has evolved,
so has its scope. Historically, the study of consumer behavior focused on buyer behavior or
"Why people buy". More recently, researchers and practitioners have focused on
Consumption analysis, why and how people consume in addition to why and how they
buy. Analysis of consumption behavior represents a broader conceptual
framework than buyer behavior does because it includes issues that arise after the purchase
process occurs. There are several activities included in the definition of consumer behavior -
obtaining, consuming, and disposing.

Obtaining: It refers to the activities leading up to and including the Purchase or receipt of a
product.
Consuming: It refers to how, where, when and under what circumstances consumers use
products.
Disposing: It includes how consumers get rid of products and packaging.
Slav on Consumer Behavior

Chapter 4:
Data Analysis and Interpretation
(Analysis with graphs and chart)

1) A question was asked to the customers whether they consume soft drinks or not and
the following are the results.
ATTRIBUTES No. OF RESPONDENTS % OF RESPONDENTS
Yes 45 90%
No 05 10%
Total 50 100%
The above table depicts that 90% of the customers consume soft drinks.
Graph showing the percentage of the nature of consumption.

100
90
80
70
60
50 No of respondents
40 % of respondents2
30
20
10
0
Yes No
The survey was conducted on 50 respondents whereinI found that about 90% of the
surveyed consumers consumed soft drinks and only about 10% did not.

2) A question was asked to the consumers to know how often they consume

Daily 35 70%
Twice in a week 9 18%
Once in a week 5 10%
Once in a month 1 2%
Total 50 100%
The above table depicts that 9% of the consumers consume soft drink twice in a week and
the major percentage of consumers consume soft drink daily.
Graph showing the soft drinks consumption habit of the people
80
70
60
50
40 no. of respondents
% of respondents
30
20
10
0
daily twice a week once a week once a month
The survey was conducted on 50 respondents wherein I came to know that more than 50%
i.e. about 70% of the surveyed people consumed soft drinks daily.

3) A question was asked to the consumers that about their favorite soft drink and the
following are the results.

Coca-Cola 14 28%
Thumbs Up 16 32%
Sprite 7 14%
7 up 7 14%
Dew 4 08%
Others 2 04%
Total 50 100%
The above table depicts that 32% of the Consumers consume Thumbs Up, 14% of the
Consumers consume Sprite, and 28% of Consumers consume Coca-Cola.
Graph showing percentage of how favorite a particular soft drink of the surveyed
consumer is.
35
30
25
20
No.of respondents
15 % of respondents
10
0
coca-cola thumbs up sprite 7 up dew others
The survey was conducted on 50 respondents wherein I learn about how favorite a particular
soft drink is. Here thumbs up took the lead by 32% and Coca-Cola by 28%.

4) A question was asked to the Consumers whether the product price is Affordable or
not and the following are the results.

Affordable 38 76%
Costly 06 12%
Lesser 03 06%
Can't say 03 06%
Total 50 100%
The above table depicts that 76% of respondents can afford, 12% of respondents feel the
product is costly, and 6% of the respondents feel the product is less costly than it should be.
6% of the respondents cannot say about the product price.
Graph showing the percentage of affordability of soft drinks.
80
70
60
50
40 No. of respondents
% of respondents
30
20
10
0
affordable costly lesser can't say
The survey was conducted on 50 respondents wherein I came to know that the soda products
were very much affordable.

5) A question was asked to the Consumers about his reasons for preferring the drink
and following are the results.
ATTRIBUTES No. OF RESPONDENTS % OF RESPONDENT!

Taste 20 40%
Quenching thirst 07 14%
Strong 13 26%
Gas Content 08 16%
Others 02 04%
Total 50 100%
The above table depicts that 40% of the Consumers consume the product preferring the
Taste, 14% of the consumers consume the product to quench the thirst and 16% of the
consumers consume the product for its gas content.
Graph showing the percentage of preference of the drink.
45
40
35
30
25
No. of respondents
20
% of respondents
15
10
5
0
taste quenching strong gas content others
thirst
The Survey was conducted on 50 respondents wherein by looking into the above given data
I can say that 40% of the surveyed respondents drink soft drinks for the taste.

6) A question was asked to the consumers about the role of flavor in the Product
promotion and following are the results.
ATTRIBUTES No. OF RESPONDEINTS % OF RESPONDENT

Very Efficient 30 60%
Efficient 11 22%
Neither Efficient 04 8%
Nor Inefficient
Inefficient 05 10%
Total 50 100%
The above table depicts that 53% of the consumers feel the flavor is efficient, 35% of the
consumers feel the flavor is very efficient, 7% of the consumers feel the flavor is neither
efficient nor inefficient, 5% of the consumers feel the flavor is inefficient.
Graph showing the percentage of how the role of flavor in the Product promotion is
effective.
70
60
50
40
No. of respondents
30
% of respondents
20
10
0
very efficient efficient nither efficient in efficient
nor in efficient
The Survey was conducted on 50 respondents wherein I came to know that flavor played
most important role in the product promotion.

7) A question was asked to the Consumers about their opinion on packaging of the
product and the following are the results.

Very Good 15 30%
Good 35 70%
Neither Good Nor Bad 00 00%
Bad 00 00%
Total 50 100%
Graph showing percentage of the consumer’s opinion on packaging of the product.

80
70
60
50
30 % of respondents
20
10
0
very good good nither good nor bad
bad
The Survey was conducted on 50 respondents wherein I came to know that there are no
negative remarks towards the packaging of the products.

8) A question was asked to the consumers about the impact on Product Promotion and

Very Effective 20 40%
Effective 25 50%
Neither Effective Nor 03 06%
Ineffective
Ineffective 02 04%
Total 50 100%
Graph showing the percentage of effective the product promotion is.
60
50
40
% of respondents
20
10
0
very effective effective nither effective ineffective
nor ineffective
The Survey was conducted on 50 respondents wherein I came to know about the effectiveness
of the product promotion. Here about 50% of the surveyed consumer said it as effective and
40% said it was very effective.

9) A question was asked to the consumers about the product availability and the

Within the reach 43 86%
So far 5 10%
Difficult to get 2 04%
Total 50 100%
Graph showing the percentage of how easily the products are available.
100
90
80
70
60
40 % of respondents
30
20
10
0
within the reach so far difficult to get
The Survey was conducted on 50 respondents wherein 95% of the surveyed respondents
said that the product was within their area of reach.

10) A question was asked to the consumers about the media, which shows impact on
product promotion, and the following are the results.
ATTRIBUTES No. OF RESPONDENTS % OF RESPONDENT
T.V 30 60%
News Paper 05 10%
Hoarding 07 14%
Internet 08 16%
Total 50 100%
Graph showing the percentage level of the media through which the consumers came
to know about the product.
70
60
50
40
No of respondents
30 % of respondents
20
10
0
t.v news paper boardings internet
The Survey was conducted on 50 respondents wherein I learned that televisions are the most
effective media of promotion.

Chapter 5:
Findings
Suggestions
Conclusion

FINDINGS
The study undertaken has highlighted certain facts. They are

The important factors that influence the purchase decisions of a soft
drink are the taste and flavor.
Besides the factors mentioned above the other important factors that
Influence the purchase decisions were found to be advertising and
Price.
Sales promotion program taken up by the company is also popular
among the respondents. The product is very much popular for its easy availability

SUGGESTIONS
Suggestions have been made based on certain factors as highlighted by the study.
Efficient Promotional activities pertaining to consumers are to
be taken up.
Company should improve the quality of packaging.
Introduction of a new flavor is suggested to make the product
promotion more efficient.
It is suggested that the company should increase the usage of
Internet for further Promotional activities.

CONCLUSION
As I studied in previously given assignments it was quoted that “customer is king” it is been
achieved by the company with the help of different plans, features, market coverage etc.
This treatment of customer has to be continued and different plans in the future have to be
introduced by the company to achieve its vision. To survive in this competitive era company
has to come up with many innovative taste and flavor.
The study shows a good customer satisfaction towards the different soft drinks of the
company is best in price level, taste, packaging and so on.
They should also see that they won’t compromise with the environment and health of the
living creatures.

Annexure
Questionnaires
Bibliography

Questionnaires
1) Name and address: .
2) Whether you consume soft drinks or not?
o Yes o No
3) How often will you consume soft drinks?

o Daily o Twice in a week
o Once in a week o Once in a month
4) What is your favorite soft drink?

o Coca-Cola o 7up
o Thumbs up o Dew
o Sprite o Others
5) Whether the product price is Affordable or not?

o Affordable o Lesser
o Costly o Can’t say
6) What are the reasons for preferring the drink?

o Taste o Gas content
o Quenching thirst o Others
o Strong
7) What is the role of flavor in the Product promotion?

o Very effective o Neither effective nor
o Effective ineffective
o Ineffective

8) What is your opinion on packaging of the product?

o Very good o Neither good nor bad
o Good o Bad
9) What is the impact on Product Promotion?

o Very efficient o Neither efficient nor inefficient
o Efficient o In efficient
10) What is the product availability?

o Within the reach o Difficult to get
o So far
11) What about the media, which shows impact on product promotion?
o T.V o Hoarding
o Newspapers o Internet
Customer’s signature: Contact no.

BIBLIOGRAPHY
All the information needed to complete this project is obtained from the following sources:
1.Company Website: www.coca-cola.com

2.Search Engines:
www.google.com
en.wikipedia.org
3.Retailers
4.Consumers

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A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

(Analysis with graphs and charts)

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NEED FOR THE STUDY

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OBJECTIVE OF THE PROJECT:

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SCOPE OF THE STUDY

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Wardlaw C.S.I Degree College, Bellary.

Wardlaw C.S.I Degree College, Bellary.

The research design had a main phase,

Data collection methods:

Primary data : Personal interactions, survey

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Wardlaw C.S.I Degree College, Bellary.

LIMITATIONS OF THE STUDY

The study is conducted within the confines of the city

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Wardlaw C.S.I Degree College, Bellary.

Wardlaw C.S.I Degree College, Bellary.

Wardlaw C.S.I Degree College, Bellary.

Wardlaw C.S.I Degree College, Bellary.

Market Segmentof Food Industries

Food Industries Shares

Beverages 20% Fruit beverages 5%

Market Share of Various Food Processing Industries

Market Share of Different Beverages

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COCA – COLA Pvt. Ltd

1894 … A modest start for a bold idea

1899 … The first bottling agreement

1916 … Birth of the Contour Bottle

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1920s … Bottling overtakes fountain sales

1920s and '30s … International

Led by Robert W. Woodruff, chief

1950s … Packaging innovations

For the first time, consumers had choices

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1960s … New brands introduced

1990s … New and growing markets

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LOGO OF COCA-COLA LTD

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Key People INDIA

COKE PRODUCTS IN INDIA:

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PROFITABLE BRANDS ARE:

300ml - Maaza, Coke, Sprite

Evolution in Coca-Cola bottles over the years

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Various products of Coca-Cola

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To refresh the world...

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Leadership: "The courage to shape a better future"

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Profile of Business in BELLARY

Profile of firm in Bellary

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