CHAPTER 1 1.

INTRODUCTION

Customer Satisfaction Consumption of various inds of goods and service is part and parcel of human ex istence. Almost, every activity in which a human being may be engaged involves t he consumption of goods and services. Human behaviour in consumption process inv olves planning to ma e purchase and using them with varying degree of stratifica tions. Each consumer behaviour and consumption pattern of each one. Consumption is the central player in the economic life of the country, because, other developmental activities centre on him. In a competitive economy it is the consumption who decides the success or failure of business either by buying the product or services. Consumption attitude is formed when person evaluates the capacity of the produ ct to satisfy his need. It may be through his part experience or failure expecta tion. Consumer preference is an important factor in mar eting. A study of consumer behaviour is helpful to the understanding of purchase behaviour and pre ference of different consumer and also to the identifications of the consumer ne eds. consumer behaviour normally includes not only the observable decision proc essors that accompany consumption but also the decisions as to where, how often under what conditions one ma es his purchase of desired goods and services. In todays world are rapidly changing technology, consumers taste and preference a re also characterized by fact changes .to meet the changing environment , a firm has to be constantly innovating to understand and satisfy the latest consumer needs and wants. In the last 20 years, the mar eting landscape has changed. technological develop ment have brought about information revolution , thereby increasing the level of consumers nowledge and giving him the capacity choose from wide range of the pr oduct stuns leads to increase in competition. In todays environment, the focus m ust be on the consumer, not on the product, on the total cost and not the stic e r price, on how the consumer wants to buy, and his convenience in determine the place of purchase and concentrate with the consumer, not just promotion. The producers and mar eters must understanding the product-wise buying behaviour of their consumer in the fast changing socio-economic environment and plan thei r production and mar eting programs accordingly. And most of the mar eters have accepted the fact that an understanding of consumers buying behaviour is essenti al to their long term success. Therefore, their major activities and strategies such as target mar et selection, mar eting mix, decision are all consumer orient ed. In this regard a study of consumer behaviour provides in valuable guidelines to mar eters. Now-a-days different brands of products are introduced in the mar er which are b een used by the customer. Among these various brands of products in the mar et some demanded more than the others. Their brand images are imprinted in the minds of the customers. Infact the mar eter and manufactures try to catch this prime spot in the minds of the c onsumers through various methods. Electronic media li e television, outdoor med ia li e billboards and posters, print media such as newspapers and magazines an d hoarding at public utility places li e bus stand and railway junction are used to advertise the brand. Normally, purchase is made for personal use. Some consumers buy in bul . Some p urchase for cash and /or on credit. Mostly the buying behaviour is based on the previous experience of the consumers in using the product.

1.1 ITC- INDUSTRY PROFILE Over the next 5 years, the Indian pac aging sector is expected to grow to 10 per cent per annum. The technological developments in pac aging sector have improved the quality of food products resulting in change in the concept of pac aged foo ds in India. The Indian mar et for pac aging materials is estimate at around Rs. 400 billion per annum. Of this, the consumer pac aging mar et of the country is valued at around Rs.180 billion. The consumer pac aging is highly fragmented, an d only a small number of firms have revenues above Rs.1.5 billion while the bul pac aging is primarily in the small scale food processing sector. The ey playe rs of Indian pac aging industry include the presence of large firm sector, where processing and pac aging are essential for reducing waste, improving delivery a nd getting the farmers better returns. Nuclear family system, the youth, health awareness among society, product diversification and the introduction of new pro ducts are some other important factors which control the food pac aging industry . The Rs.9000 billion retail sector, which comprises around 13 million ret ail outlets and accounts for 10 to 11 percent of the GDP, has been adding more m odem format retail stores especially in the metro cities which in turn is drivin g the demand for pac aged goods. The pac aging industry should seize the opportu nity to offer eco-friendly and innovation pac aging solutions that adhere to WTO guidelines. The retailing in food business is growing by self-services stores. Supermar ets and fast-food outlets. The pac aging industry, metal pac aging in p articular, has to put its act together to offer pac aging solutions With WTO sta ndard compliance, Eco-friendly materials, high lifecycle cost and waste manageme nt, cost effectiveness, innovation and consumer convenience.

1.2 PRODUCT PROFILE

ITC Business Portfolio: FMCG (Cigarettes, Branded Pac aged Foods) Hotels Paperboard, Paper and Pac aging

Agri Business (Leaf Tobacco, Agri Commodities)

ITCs Cigarettes Business: Mar et leadership Powerful brands across segment Leadership in all segment geographic & Price Extensive distribution networ ITCs Hotel Properties & Projects: ITC Hotel Ltd

Indian Paperboard mar et: Annual paperboard demand 0.90 million tonnes Fragmented capacity & obsolete technology Low per capita usage at 0.75 Kg 1/7th global average Indian paperboard mar et growing at 6-7% p.a. Value added coated board the fastest growing segment (20%.p.a) in India driven b y the growing sophistication of the consumer. Indian Leaf Tobacco Industry: India the second largest producer of tobacco But, Indian exports constitutes mere 0.7% of the value trade in tobacco Up gradation of tobacco consumption from other formats to cigarettes will enable Growing domestic base Lager opportunities for value added exports ITC Indias largest buyer, processor, consumer & exporter of cigarette tobaccos

ITCs Agri Commodity Exports: Farm lin ages in 14 states covering Soya, Wheat, Rice, Marine products, Edible n uts, Coffee Unique CRM programmed in commodity exports Leveraging IT for the transformational e-Choupal initiative Rural Indias largest internet-based intervention Over 22000 Villages lin ed through 4700 e- Choupals servicing more than 2.8 mill ion farmers First rural mall christened choupal sagar opened in M.P Distinctive sourcing capability for ITCs Foods business FMCG Business Initiative: Branded Pac aged Foods Leverages Unique Agri sourcing s ills ITC Welcome groups specialist cuisine & ba ery nowledge FMCG distribution synergies ITC group R&D centre, Bangalore 4 chosen category: 1. Staples Aashirvaad Atta & salt 2. Biscuits Sun feast 3. Confectionery Candy man, mint-o 4. Ready to Eat Kitchens of India, Aashirvaad atta Ready Meals. 1.3 ITC- COMPANY PROFILE Vision: Sustain ITCs position as Indias most valuable corporations through world c lass performance, creating growing value for the Indian economy and the companys sta eholders.

Windsor Manor, Bangalore Rajputana palace, Jaipur Mughal, Agra (Licensed) Chola, Chennai(Licensed) Par , Chennai (Managed) Vadodara (Licensed)

Mission: To enhance the wealth generating capability of the enterprise in a glob alizing environment, delivering superior and sustainable sta eholder value. ITC is one of India s foremost private sector companies with a mar et capitalisa tion of nearly US $ 19 billion and a turnover of over US $ 5.1 Billion. ITC is r ated among the World s Best Big Companies, Asia s Fab 50 and the World s Most Reputable Companies by Forbes magazine, among India s Most Respected Companies b y Business World and among India s Most Valuable Companies by Business Today. ITC has a diversified presence in Cigarettes, Hotels, Paperboards & Specialty Pa pers, Pac aging, Agri-Business, Pac aged Foods & Confectionery, Information Tech nology, Branded Apparel, Personal Care, Stationery, Safety Matches and other FMC G products. As one of India s most valuable and respected corporations, ITC is widely percei ved to be dedicatedly nation-oriented. Chairman Y C Deveshwar calls this source of inspiration "a commitment beyond the mar et". In his own words: "ITC believes that its aspiration to create enduring value for the nation provides the motive force to sustain growing shareholder value. ITC practices this philosophy by no t only driving each of its businesses towards international competitiveness but by also consciously contributing to enhancing the competitiveness of the larger value chain of which it is a part." ITC employs over 25,000 people at more than 60 locations across India. The Compa ny continuously endeavours to enhance its wealth generating capabilities in a gl obalising environment to consistently reward more than 3,62,000 shareholders, fu lfil the aspirations of its sta eholders and meet societal expectations. This ov er-arching vision of the company is expressively captured in its corporate posit ioning statement: "Enduring Value. For the nation. For the Shareholder."

HISTORY AND EVOLUTION ITC was incorporated on August 24, 1910 under the name of Imperial Tobacco Compan y of India Ltd. Though the first six decades of the companys existence were primar ily devoted to the growth and consolidation of cigarettes and leaf tobacco busin esses, the seventies witnessed the beginnings of a corporate transformation that would usher in momentous changes in the life of the company. ITCs Pac aging & Printing Business Division was set up in 1925 as a strategic bac ward integration for ITCs Cigarettes business. It is today Indias most sophistica ted pac aging house. In 1975 the company launched its Hotels business with the acquisition of a hotel in Chennai, which was rechristened ITC Welcomgroup Hotel Chola. The objective of ITCs entry into the hotels business was rooted in the concept of creating value f or the nation. ITC chose the hotels business for its potential to earn high leve ls of foreign exchange, create tourism infrastructure and generate large scale d irect and indirect employment. In 1979, ITC entered the Paperboards business by promoting ITC Bhadrachalam Pape rboards Limited, which today has become the mar et leader in India. Bhadrachalam Paperboards amalgamated with the company effective March 13, 200 and became a D ivision of the Company, Bhadrachalam Paperboards Division. In November 2002, thi s division merged with the Companys Tribeni Tissues Division to form Paperboards & Specialty Papers Division. In 1990, leveraging its agri-sourcing competency, ITC set up the Agri Business D ivision for export of agri-commodities. The division is today one of Indias large

st exporters. ITCs unique and now widely ac nowledged e-Choupal initiative began in 2000 with soya farmers in Madhya Pradesh. Now it extends to 7 states and over 3.5 million farmers. In 2000, ITCs Pac aging & Printing business launched a line of high quality greet ing cards under the brand name Expressions. In 2002, the product range was enlarge d with the introduction of Gift wrappers, Autograph boo s and Slam boo s. In the same year, ITC also launched Expressions Matrubhasha, a vernacular range of greet ing cards in eight languages and Expressions Paper Kraft, a range of premium stati onery pre-cuts. In 2003, the company rolled our Classmates, a range of noteboo s i n the school stationery segment. ITC also entered the Lifestyle retailing business with the Wills Sport range of international quality relaxed wear for men and women in 2000. The Wills Lifestyl e chain of exclusive stores later expanded its range to include Wills Classic fo rmal wear (2002) and Wills Club life evening wear (2003). ITC also initiated a f oray into the popular segment with its mens wear brand, John Players, in 2002. In 2000, ITC spun off its information technology business into a wholly owned su bsidiary, ITC InfoTech India Limited to more aggressively pursue emerging opport unities in this area. ITC made its entry into the branded & Pac aged Foods business in 2001 with the l aunch of the Kitchens of India brand. A more broadbased entry has been made since 2002 with brand launches in the Confectionery, Staples and Snac Foods segments . In 2002, the mint-o trademar was acquired and relaunched in orange and mint f lavours. In the same year Candyman was added to the confectionery range and Aashirv aad atta was rolled out. The Aashirvaad brand now extends to ready-to-eat foods, re ady-to-coo pastes and salt. In 2003, the Candyman range was expanded to include d eposited candies and clairs. In 2003, Sunfeast biscuits were launched. 2007 witne ssed ITCs entry into the fast growing branded snac s category with Bingo! In 2002, ITCs philosophy of contributing to enhancing the competitiveness of the entire value chain found yet another expression in the safety matches initiative . ITC now mar ets popular safety matches brands li e iKno, Mangaldeep, VaxLit, D elite and Aim. ITCs foray into mar eting of Agarbattis in 2003 mar ed the manifes tation of its partnership with the cottage industry sector. ITCs popular agarbatt is brands include Spriha and Mangaldeep. In 2005, ITC entered the Personal Care segment with the launch of Essenza Di Will s, an exclusive range of fine fragrances and bath and body care products for men and women. Then, in 2007, they launched Fiama Di Wills, a premium range of shampoo s, shower gels and soaps and Superia, a range of soaps and shampoos in the mass-ma r et segment. This was followed by Vivel De Wills & Vivel range of soaps in February and Vivel range of shampoos in June 2008.

ITC PACKAGING AND PRINTING DIVISION Vision: To be the most preferred supplier and ey mar eting partner for all cust omers. Mission: To continuously deliver superior solutions to our customers pac aging n eeds. ITC s Pac aging & Printing Business is the country s largest convertor of paperb oard into pac aging. It converts over 50,000 tonnes of paper and paperboard per annum into a variety of value-added pac aging solutions for the food & beverage, personal products, cigarette, liquor, cellular phone and IT pac aging industrie s. It has also entered the Flexibles and Corrugated Cartons business.

The Division, which was set up in 1925 as a strategic bac ward integration for I TC s Cigarettes business, is today India s most sophisticated pac aging house. S tate-of-the-art technology, world-class quality and a highly s illed and dedicat ed team have combined to position ITC as the first-choice supplier of high value added pac aging. The Division supplies value-added pac aging to the Company s Cigarettes business . Its client list includes several well- nown national and international compani es li e British American Tobacco, Philip Morris International, Surya Nepal Priva te Limited, VST Industries, UB Group, No ia, Flextronics, Foxconn, FMC India Pvt Ltd., Pernod Ricard, Allied Domecq, Whyte & Mac ay, Hindustan Lever, Tata Tetle y, Nestle and Rec itt Ben iser India Limited, etc. With all the three factories at Tiruvottiyur near Chennai, Munger in Bihar and H aridwar in Uttara hand certified to ISO 9001, ISO 14001 and OHSAS 18001, the com pany offers a comprehensive product range in pac aging: ITC occupies a leadership position in cigarette and liquor pac aging in India. I t supplies pac aging to cover 70 billion cigarettes a year domestically, and sup plies pac aging for 15 billion cigarette stic s a year for the export mar et. It is the largest supplier of liquor mono cartons in the country. ITC has enhanced the value of some of the most favoured brands with superior loo -and-feel pac aging, using the best raw materials and process combinations, and an in-house pre-press Design Centre. 1.4 OBJECTIVES OF THE STUDY

The objective of the study is divided into two folds. PRIMARY OBJECTIVES: To study on customer satisfaction of soap and shampoo at ITC Limited. SECONDARY OBJECTIVES: To identify the customer awareness of all brand soap and shampoos. To now the customer expectation on various factors relating to soap and shampoos To identify the satisfaction level towards ITC products. To give suggestion for enhancing customer satisfaction.

1.5 NEED FOR STUDY In those days, mar et is one of the best opportunities in FMCG sector in Indian mar et. It is wider and less competitive mar et for FMCG. As the income Level of consumers increasing, the demand of FMCG products is increasing Continuously. The various needs of study are follows: To determine the rising demand of soap and shampoos. To improve customer loyalty by offering good service. To now about the different choices of consumers. To bring out the needs of customer expectation that would create satisfaction in the product. To understand the consumer behaviour towards the products & the organization.

1.6 SCOPE OF THE STUDY

The scope of the study is to analyze the customer satisfaction of soap a nd shampoos at ITC. To collect the data, survey method was used. The sample size of the survey is 50. This study was conducted to study the satisfaction level of consumer. Opportunity to the researcher to understand the factors involved in the customer satisfaction. Opportunity to the customers to share their opinion with the organization. The study present the actual feeling of the customer, both their positive and ne gative views about the product, which will serve as guideline for the management to ta e steps regarding to improve the satisfaction level of consumers. The research may act as a source of secondary data.

1.7 LIMITATIONS OF THE STUDY

This project is applicable to Chennai city alone. The time ta en to finish the project wor is limited. The collected information cannot be compared in future as customers perception m ay change. Conducting the survey is expensive. Some of the customers were not willing to cooperate for the study. The responses opinion may be biased to some extent. Since majority of the customers have minimum educational qualification, translat ion of the question into regional language was difficult.

CHAPTER 2 2.1 REVIEW OF LITERATURE MARKETING: Mar eting is a societal process by which individuals and groups obtain w hat they need and want through creating, offering and freely exchanging products and services of value with others. MARKETING MANAGEMENT: According to American mar et association offers mar eting management is the process of planning and executing the consumption, pricing, promotion and distr ibution of ideas, goods and services to create exchange that satisfy individual and organizational goals. CUSTOMER SATISFACTION: Mar et is about identifying and satisfying consumer needs and wants. wha t we need to thin about more carefully is, once we have produced a satisfied co nsumer, will it do us any good? Will that ma e the consumer more loyal, will it complete the hoped-for progression from prospect through consumer to advocate fo r our product or services? These are the questions to which the answer is probab ly not. In spite of the huge amounts of money spent on measuring consumer satisf action by companies, mar et research is falling to predict consumer loyalty. Man y consumer satisfaction surveys are transaction-focused but fail to examine comm itment to the brand and bonding. Satisfied consumers will still shop around, for all sorts of reasons most of which have little to do with the products or servi ces that they have been provided with elsewhere. Some of these may be to do with convenience, some to do with availability, others to do with policy. We have co me across instances where a consumer has almost begged a company to lower its pr

ices to match those of its competitor. The consumer was extremely satisfied the service that the company had provided over the past year, in this case inancial services. The consumer was told that their preferred company could compare on price, as to do so was outside policy limits. It would seem that every company is even interested in retaining its satisfied customers. CHAPTER 3 3.1 RESEARCH METHODOLOGY

with in f not not

The purpose of the research methodology is to describe the research proc edure. This is the overall design, their sample procedure, the data collection m ethod and analysis procedure. This selection is important because it is hard to discuss methodology without using technical terms. MEANING OF RESEARCH: The advanced Lerners dictionary of current English lays down the meaning of research as, A careful investigation or enquiry especially through search for new facts in any branch of nowledge. Research is, thus an original contribution to the existing stoc of nowledge ma ing for its advertisements. It refers to t he systematic method consisting of enunciating the problem formulating a hypothe sis, collecting the facts or data, analyzing the facts and reaching certain conc lusions either in the form of solution(s) towards the concerned. Problem or in c ertain generation for some theoretical formulations. OBJECTIVES OF RESEARCH: The main aim of researcher is to find out the truth which is hidden and which has not been discovered as yet. The objectives of carrying out a research are, to gain familiarity with a phenomenon or to achieve new insights into it. RESEARCH DESIGN: The tas of defining the problem is the preparation of the design of the research project, popularity as the research design, A research is the arrangement of conditions for collection and analysis of data in a manner that aims to comb ine relevance to the research purpose economy in procedure. RESEARCH PROCESS: While planning, designing the research project, the steps were to be fol lowed was anticipated and listed. This list functions or steps consists of resea rch process, defining of problem statement of research objectives, list of neede d information, design of data collection project, selecting the sampling unit an d sample, analyzing the data, finding and recommendation. DESCRIPTIVE RESEARCH: Descriptive research includes surveys and fact-finding inquires of diffe rent inds. The major purpose descriptive research is for description of state o f affairs, as it exists at presents, the methods of research used in descriptive research are surveys of, all inds including percentage analysis. METHODS OF DATA COLLECTION: Both primary and secondary data were used in the research. Primary data is for specific purpose or for a specific research project. Secondary data were collected for another purpose and it already exists somewhere. PRIMARY DATA: The primary data are collected fresh and for the first time and thus hap pen to be original in character. The primary data is collected during the course of doing experiments in a experimental research but in case we do research of t

he descriptive type and perform surveys. Sample surveys or census surveys, then we can obtain primary data either through observation or through direct communic ation with respondents is one form or another or through personal interviews. I n a survey, the investigator collecting primary data, particularly in descriptiv e research uses methods such interview method. Observation: Through questionnaires. Through schedule. PERSONAL INTERVIEW: Personal interview is extensively used in surveys. It is face-face commu nication with respondents to enable better control of samples. QUESTIONNAIRE: The term questionnaire refers to a device for obtaining to answers to th e questions by using a form, in which respondents fill and it is used as the res earch instrument in study. SECONDARY DATA: The secondary data, were collected through the following the following s ources: Reports, Journals, Libraries, Company magazines & secondary data may be related to the past period and hence i t has limited utility. It may be collected through questionnaires. This method of data collection is quit popular. In this method a questionnaire i s provided to the person concerned with required to answer the questions. A ques tionnaires consists of a number of questions printed or typed in a defined order on a form or set of forms. The questionnaires is given or provided to the respo ndents who are expected to ready and understand the questions and write down the answer in the space meant for the purpose in a questionnaire itself. The respon dents have to answer the questionnaires on their own ADVANTAGES OF QUESTIONNAIRE METHOD: The following are the advantage of questionnaire methods: There is low cost even when the universe is large and widely spreading geographi cally. It is free from the bias of the interviewer. Respondents have enough time to give throughout answers. Questionnaire method provides veracity it is easy to analyze customer attributes and opinions. Easy to contact large number of respondents. It can be distributed to different places. SAMPLE: The selected respondents constitute what is technically called a Sample an d the selection process is called Sampling technique. The survey conducted nown a s Sample survey. Here the sample survey is conducted for collecting data on satisf action of customer at ITC products. SAMPLING: Sample is the part of the population or a subject of unit, which is prov ided by some process or other usually by deliberate selection with the object of investigation.

SAMPLING TECHNIQUE: A sample, as the name implies is a smaller representation of a large who le, instead of studying every case, which might logically be induced in an inves tigation, only a small portion is selected. A sample design is a definite plan f or obtaining a sample from a given population. It therefore refers to the techni que or procedure. SELECTION OF SAMPLING: A sample is a miniature picture or a cross section of a entire group or an aggregate from which a sample is ta en. It is a definite plan for obtaining a sample from a given population. Simple random sampling, a probably same design is adopted by the researcher for the study. SAMPLE SIZE: The sample size of is 50. PILOT TEST SURVEY: The pilot test survey is carried out to find out certain information lai d out whether the questionnaire encompass full details or not, the case of quest ioning, answering, etc., from the test survey. The sample size is determined and the alteration that are needed in the questionnaire were done, then the final s urvey is ta en according to the sample size is required. The collected data have been analyzed and conclusion drawn on the basis of recommendations. DATA COLLECTION TECHNIQUES: Questionnaire / schedule were the technique used by the researcher for c ollecting primary data through survey method. Direct field survey was conducted to collect field. Field data might lea d to the collection of currently un nown or unavailable facts. The field data always involve direct contact between the researcher and the investigated subject, either through a schedule or a mail questionnaire. Questionnaire is a set of questions that the respondents have to answer. The answer will be tabulated, analyzed and the final conclusions and suggestion will be drawn from it. I have used the structured from of questionnaire with the open-end, clos e-end and multiple-choice questions. TOOLS OF ANALYSIS: For this have used percentage analysis for analyzing the customer satisf action at ITC limited. In this study I have used various diagrams to present the r esult and the percentage analysis is used to interpret the results. PERCENTAGE ANALYSIS: Percentage refers to special ind of ratio, in ma ing comparisons betwee n two or more series of data. It can also be used to compare the relative terms, the distribution of two or more series of data. Percentage = Number of respondents ____________________________ 100 Total no. of respondents

TABLES AND CHARTS: To have a birds eye view of analysis of the statistical data, the data co llected is represented in the form of tables, charts and graphs. BAR DIAGRAM: Bar diagram is a form of diagrammatic representation. This diagram consi sts of series of rectangular bars standing on a common base. The base is of equa l width and space.

PIE DIAGRAM: A pie diagram is the pictorial representation of statistical data with s everal sub-divisions in a circular form. Pie diagram consists of a circle sub-di vided into several sets of radius. CYLINDER: Two faces are plain, one at the bottom and other at the top in the form of a circle, one face is curved and it has no vertex. CONE: Cone is a diagrammatic representation which consists of plain face and a curved face with only one edge. It has one top, which is pointed and is called as vertex and its base is in the form of a circle. CHI-SQUARE TEST A chi-square test (also chi-squared or 2 test) is any statistical hypoth esis test in which the sampling distribution of the test statistic is a chi-squa re distribution when the null hypothesis is true, or any in which this is asympt otically true, meaning that the sampling distribution (if the null hypothesis is true) can be made to approximate a chi-square distribution as closely as desire d by ma ing the sample size large enough. It is an important non-parametric test and as such no rigid assumptio ns are necessary in respect of the type of population. We require only degree of freedom (implicitly of course the size of the sample) for using this test. As p arametric test chi-square can be used (i) as a test of goodness of fit and (ii) as a test of independence. As a test of goodness of fit: enables to now how well does the assumed theoreti cal distribution fit to the observed data. As a test of independence: enables us to explain whether or not two attributes are associated. The value of the test-statistic is Where X2 = the test statistic that asymptotically approaches a 2 distribution. Oi = an observed frequency; Ei = an expected (theoretical) frequency, asserted by the null hypothesis; n = the number of possible outcomes of each event. CHAPTER 4 4.1 DATA ANALYSIS AND INTERPRETATION PERCENTAGE ANALYSIS Table 4.1.1

S. no 1 2

Gender male female Total

Frequency 38 76 12 24 50 100

Percentage

Source Primary Data Chart 4.1.1

Gender

Inference:

From the above table, it is inferred that the frequency per centage distribution of male respondents is more than the female respondents. Table 4.1.2 Age (completed yrs)

S. no 1 2 3 4 5

Age 18-25 26-30 31-35 35-40 40 and Total

Frequency 13 26 12 24 12 24 8 16 above 5 50 100

Percentage

10

Source Primary Data Chart 4.1.2

Inference:

From the above table, it is inferred that 26% of the respo ndents are between 18-25 years; 24% of the respondents are between 26-30 years a nd 31-35 years; 16% of the respondents are between 35-40 years; 10% of the respo ndents are above 40 years.

Table 4.1.3 Heard of a company called ITC

s. no 1 2

Particulars yes 31 no 19 Total 50

Frequency 62 38 100

Percentage

Source primary data

Chart 4.1.3

Inference:

From the above table, it is inferred that 62% ot the responden ts are heard about the ITC company and 38% of the respondents were not hearing a bout the ITC company.

Table 4.1.4 Regular Customer

S. no 1 2

Particulars yes 20 no 30 Total 50

Frequency 40 60 100

Percentage

Source Primary Data Chart 4.1.4

Inference:

From the above table, it is inferred that the 60% of t he respondents are not a regular customer; 40% of the respondents are regular cu stomer.

Table 4.1.5 Awareness of vivel/superia s.no 1 2 Particulars yes 29 no 21 Total 50 Frequency 58 42 100 Percentage

Source Primary Data Chart 4.1.5

Inference:

From the above table, it is infered that 58% of the repondent s are awarness of vivel/superia and 42% of the respondents are not awrness of vi vel/superia.

Table 4.1.6 Frequency of using ITC brand products S. no 1 2 3 Particulars 1-6 months 6 months-1 year above 2 years Total 50 Frequency 18 36 24 48 8 16 100 Percentage

Source Primary Data Chart 4.1.6

Inference:

From the above table, it has been found that 48% of customers a re using this soap 6 months-1 year, 36% of the customers using this soap 1-6 mon ths and 16% of the customers using this soap above 2 years.

Table 4.1.7

Flexible soap to customers family Frequency 36 20 44 100 Percentage

s.no 1 2 3

Particulars vivel 18 superia 10 others 22 Total 50

Source Primary Data Chart 4.1.7

Inference:

From the above table, it is infered that 44% of the respondent s have said that vivel & superia soaps are not flexible to their family, 36% of the respondents said vivel soap is flexible to their family and only 20% of the respondents said superia soap is flexible to their family.

Table 4.1.8 Buying factors S. no 1 2 3 4 5 . Particulars Frequency quality 24 48 colour and size 2 4 price 15 30 s in problem 9 18 retailers recommendation Total 50 100 Percentage

Source Primary Data Chart 4.1.8

From the above table, it has been found that 48% of the respond ents are considering quality, 30% of the respondents are considering price,18% o f the respondents are considering s in problem, 4% of the respondents are consid ering colour and size and none of them are considering retailers recommendation. Table 4.1.9 Flexible shampoo to customers family s. no 1 2 3 Particulars vivel 28 superia 12 others 10 Total 50 Frequency 56 24 20 100 Percentage

Inference:

Source Primary Data Chart 4.1.9

Inference:

From the above table, it is infered that 56% of the respondent

s are using vivel shampoo, 24% of the respondents are using superiya shampoo and only 20% of the respondents are using others shampoo.

Table 4.1.10 ITC pac aging products flexible s.no 1 2 Particulars yes 37 no 13 Total 50 Frequency 74 26 100 Percentage

Source Primary Data Chart 4.1.10

From the above table, it is inferred that the 74% of the r espondents have said that the ITCs pac aging product is flexible and 26% of the r espondents have said not flexible.

Inference:

Table 4.1.11 S. no 1 2 3 4 5 Particulars TV 22 newspaper magazine pop display and wall painting Total 50 Frequency 44 12 24 8 16 advertisement 2 4 100

Sources of awareness Percentage

Source Primary Data Chart 4.1.11

Inference:

From the above table, it has been found that 44% of the responde nts have seen of ITC products on TV, 24% of the respondents have seen the ITC pr oducts on newspaper, 16% of the respondents have seen the ITC products on magazi

12

ne, 12% of the respondents have seen their products on pop display and advertise ment and only 4% of the respondents have seen on wall painting. Table 4.1.12 Experience with ITC S. no 1 2 3 4 5 Particulars Excellent Very good Good 23 Fair 8 Poor 0 Total 50 Frequency 9 18 10 20 46 16 0 100 Percentage

Source Primary Data Chart 4.1.12

Inference:

From the above table, it is inferred that 46% of the respond ents have said good, 20% of the respondents said very good, 18% of the responden ts have said excellent, 16% of the respondents said fair, none of them said poor . Table 4.1.13 Customer satisfaction level S.no 1 2 3 4 5 Particulars Frequency Percentage highly satisfied 10 20 satisfied 15 30 fair 6 12 dissatisfied 4 8 neither satisfied nor dissatisfied 15 Total 50 100

30

Source Primary Data Chart 4.1.13

Inference:

From the above table, it has been found that 30% of the responde

nts are satisfied, partially satisfied and dissatisfied with ITC, 20% of the res pondents are highly satisfied, 12% of the respondents are fair, only 8% of the r espondents are dissatisfied with ITC. Table 4.1.14 Effectiveness of ITCs online mar eting

S. no 1 2 3 4 5

Particulars Frequency Percentage highly effective 18 36 effective 28 56 neither effective nor ineffective 1 ineffective 3 6 highly ineffective 0 0 Total 50 100

Source Primary Data Chart 4.1.14

From the above table, it has been found that 56% of the responde nts have said that the ITCs online mar eting is effective, 36% of the respondents said highly effective, 6% of the respondents said ineffective, only 2% of the r espondents said partially effective and ineffective and none of them said highly ineffective. Table 4.1.15

Inference:

Buyer motivating factors S. no 1 2 3 4 5 Particulars Frequency best quality 12 24 best service 10 20 low cost 18 36 warrantee and guarantee 6 user guidance 4 8 Total 50 100 Percentage

12

Source Primary Data Chart 4.1.15

Inference:

From the above table, it has been found that 36% of the responde nts have motivated to purchase ITCs products by low cost, 24% of the respondents have motivated by best quality, 20% of the respondents have motivated by best se rvice, 12% of the respondents have motivated by warrantee and guarantee and only 8% of the respondents have motivated by user guidance. Table 4.1.16 Customers are feeling comfortable with ITCs products s. no 1 2 Particulars yes 39 no 11 Total 50 Frequency 78 22 100 Percentage

Source Primary Data Chart 4.1.16

Inference:

From the above table, it has been found that 78% of the responde nts have said that they are comfortable with ITCs product and 22% of the responde nts said that they are not comfortable with ITCs products.

Table 4.1.17 Rating of ITCs S. no 1 2 3 4 5 Particulars brilliant very good good 18 not bad 8 very bad Total 50 Frequency 10 20 14 28 36 16 0 0 100 Percentage

Source Primary Data Chart 4.1.17

Inference:

From the above table, it has been found that 36% of the responde nts are rating of ITCs are good, 28% of the respondents are rating very good, 20% of the respondents are rating brilliant, 16% of the respondents are rating not bad and none of them are rating very bad. STATISTICAL TOOL 4.2 CHI SQUARE: Satisfaction of customers expectation Null hypothesis: There is no significant difference between the satisfaction lev els of customer. Alternative hypothesis: There is significant difference between the satisfaction levels of customer. Factors Observed Excepted Highly satisfied 10 10 Satisfied 15 10 5 Fair 6 10 -4 dissatisfied 4 10 -6 Neither satisfied nor unsatisfied Total 50 50 Residual -

15

10

Oi 10 15 6 4 15 UE 10.2

Ej 10 10 10 10 10

(Oi-Ej) 5 -4 -6 5

(Oi-Ej)2 25 2.5 16 1.6 36 3.6 25 2.5

(Oi-Ej)2/E

CHI SQUARE VAL

Table Value 9.488 10.2

Calculate value Degrees of freedom 4 0.05

Level of significant

Inference : Accept this hypothesis , since the calculated value is lesser than the T able value . so the null hypothesis Ho is accepted and alternative hypothesis H 1 is rejected. 5.1 FINDINGS

1. It is inferred that 50% of the respondents are not a regular customer; 3 0% of the respondents are regular customer. 2. It is inferred that 26% of the respondents are between 18-25 years; 24% of the respondents are between 26-30 years and 31-35 years; 16% of the responden ts are between 35-40 years; 10% of the respondents are above 40 years. 3. It is inferred that 62% ot the respondents are heard about the ITC compa

ny and 38% of the respondents were not hearing about the ITC company. 4. It is inferred that 60% of the respondents are not a regular customer; 4 0% of the respondents are regular customer. 5. It is inferred that 58% of the repondents are awarness of vivel/superia and 42% of the respondents are not awrness of vivel/superia. 6. It is inferred that 48% of customers are using this soap 6 months-1 year , 36% of the customers using this soap 1-6 months and 16% of the customers using this soap above 2 years. 7. It is inferred that 36% of the respondents said vivel soap is flexible t o their family and only 20% of the respondents said superia soap is flexible to their family. 8. It is inferred that 48% of the respondents are considering quality, 30% of the respondents are considering price,18% of the respondents are considering s in problem. 9. It is inferred that 56% of the respondents are using vivel shampoo, 24% of the respondents are using superia shampoo. 10. It is inferred that 74% of the respondents have said that the ITCs pac ag ing product is flexible and 26% of the respondents have said not flexible. 11. It is inferred that 44% of the respondents have seen of ITC products on TV, 24% of the respondents have seen the ITC products on newspaper, 16% of the r espondents have seen the ITC products on magazine. 12. It is inferred that 46% of the respondents have said good, 20% of the re spondents said very good, 18% of the respondents have said excellent. 13. It is inferred that 30% of the respondents are satisfied and partially s atisfied and dissatisfied with ITC, 20% of the respondents are highly satisfied. 14. It is inferred that 56% of the respondents have said that the ITCs online mar eting is effective, 36% of the respondents said highly effective, 6% of the respondents said ineffective. 15. It is inferred that 36% of the respondents have motivated to purchase IT Cs products by low cost, 24% of the respondents have motivated by best quality, 2 0% of the respondents have motivated by best service. 16. It is inferred that 78% of the respondents have said that they are comfo rtable with ITCs product and 22% of the respondents said that they are not comfor table with ITCs products. 17. It is inferred that 36% of the respondents are rating of ITCs are good, 2 8% of the respondents are rating very good, 20% of the respondents are rating br illiant.

5.2 SUGGESTIONS

Attractive advertisements may be given through media. Attractive offers can be given to increases the sales. Suggestions of the product may be as ed frequently to get the views and opinion of the customer. . Meetings and programs can be conducted to improve the relationship the customer Time duration given for credit policy can be increased. More distributors can be placed to cover entire mar et. The company should introduce targets for the retailers and they can be paid acco rdingly.

5.3 CONCLUSION

The project wor done in ITC limited ledge about FMGC products and its mar et. It ustomers are satisfied with what the company quality, pac ing, timely services and other

has given me immense practical now is evident from the findings that c is providing to them such as price, factors.

Overall analysis says even though ITC products lac on few aspects, the satisfac tion level of customers is found to be good. The only area were company is to im prove is offers and schemes. It is matter of great pride to do my project in thi s company which has got many awards for its excellent business practices. The in formation & nowledge I have gained would help in my future studies and placemen t.