Dove Servay

“CUSTOMER SATISFACTION TOWARDS DOVE PRODUCTS (SOAPS),
DAVANGERE CITY”
CHAPTER – 1
INTRODUCTION
1.1 GENERAL INTRODUCTION.
1.2 SPECIFIC INTRODUCTION.
DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 1

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1.1 GENERAL INTRODUCTION:
Humans are being intelligent animal, since the primitive times they
used to cleanse themselves and all basic things of living. So, they dependent on
natural stuff like mud and leaves, bathing themselves and cleaning their day to day
things of primitive life. Today we found out that for something that’s supposed to be
clean and pure, soap has a murky past. No one knows for sure when soap was first
invented, although it appears to have been around since the dawn of civilization.
However in ancient times soap was not used for personal hygiene. Instead it was used
for cooking utensils and medicine purposes, such as for example treatment of skin
diseases. As humans civilization developed, use of natural/organic chemicals from
plants and animals (in search of skin/body cleanser) used mainly for medicinal
properties. Initially, it was used as body masks and ointments, then later on as soap
cakes .so nobody knows who first invented.
HISTORY OF ANCIENT SOAPS:
ROMAN EMPIRE
According to roman legend, natural soap was first discovered. The name ‘SOAP’ was
named after Mount Sapo, an ancient site of animal sacrifices. Hence, the word
‘SOAP’ is derived from Latin term ‘SAPO’.Although there is no proof of it. After an
animal sacrifice, rain would wash animal fat and ash, that collected under the
ceremonial altars, down to the banks of the Tibet river, where the women who were
washing clothes in the river noticed that if they washed their clothes in certain parts of
the river after a heavy rain their clothes were much cleaner and washing clothes in it
found the mixture made their wash easier. But there is no such place and no evidence
for the apocryphal story. Thus the emergence of the first use of soap-or atleast the first
use of soap. Though roman sources claim it dates back to atleast 600 B.C.

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ANCIENT MIDDLE EAST
A soap-like material found in clay cylinders during the excavation of ancient Babylon
is evidence that soap making was known as early as 2800 B.C. Babylonians were the
first one to master the art of soap making. A formula for soap consisting of
water,alkali,and cassia oil was written on a Babylonian clay tablet around 2200 B.C.
Soap was mostly used in the textile industry.
The Ebers papyrus (Egypt, 1550 BC) indicates the ancient Egyptians bathed regularly
and they described that combination of animal and vegetable oils were mixed with
alkaline salts to produce soap like substance and it was used for threatening sores, skin
diseases as well as washing. Through the ages soap has been used to cleanse, to cure
skin sores, to dye hair, and a salve or skin ointment.
But today we generally use soap as a cleanser, medicine, perfume. This maybe
folklore, but it does give a great explanation as to where soap comes from today.

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MEDIEVAL EUROPE
Soap makers in Naples were members of a guild in the late sixth century (then under
the control of the Eastern Roman Empire),and in the eighth century, soap-making was
well known in Italy and Spain. The lands of Medieval Spain were a leading soap
maker by 800, and soap making began in the Kingdom of England about 1200. Soap
making is mentioned both as "women's work" and as the produce of "good workmen"
alongside other necessities, such as the produce of carpenters, blacksmiths, and
bakers. In Europe, soap in the 9th century was produced from animal fats and had an
unpleasant smell. Hard toilet soap with a pleasant smell was later imported from the
Middle East.
15TH–18TH CENTURIES
MANUFACTURING PROCESS OF SOAPS/DETERGENTS

In France, by the second half of the 15th century, the semi-industrialized professional
manufacture of soap was concentrated in a few centers of Provence—Toulon, Hyères,
and Marseille—which supplied the rest of France in Marseilles, by 1525, production
was concentrated in at least two factories, and soap production at Marseille tended to
eclipse the other Provençal centers. English manufacture tended to concentrate in
London.
Finer soaps were later produced in Europe from the 16th century, using vegetable oils
(such as olive oil) as opposed to animal fats. Many of these soaps are still produced,
both industrially and by small-scale artisans. Castile soap is a popular example of the
vegetable-only soaps derived from the oldest "white soap" of Italy.
Industrially manufactured bar soaps became available in the late 18th century, as
advertising campaigns in Europe and America promoted popular awareness of the
relationship between cleanliness and health. In modern times, the use of soap has
become commonplace in industrialized nations due to a better understanding of the
role of hygiene in reducing the population size of pathogenic microorganisms.

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19TH CENTURY
Until the Industrial Revolution, soap making was conducted on a small scale and the
product was rough. In 1780, James Keir established a chemical works at Tipton, for
the manufacture of alkali from the sulfates of potash and soda, to which he afterwards
added a soap manufactory. The method of extraction proceeded on a discovery of
Keir's. Andrew Pears started making a high-quality, transparent soap in 1807 in
London. His son-in-law, Thomas J. Barratt, opened a factory in Isle worth in 1862.
During the Restoration era (February 1665 – August 1714) a soap tax was introduced
in England, which meant that until the mid-1800s, soap was a luxury, used regularly
only by the well-to-do. The soap manufacturing process was closely supervised by
revenue officials who made sure that soap makers' equipment was kept under lock and
key when not being supervised. Moreover, soap could not be produced by small
makers because of a law which stipulated that soap boilers must manufacture a
minimum quantity of one imperial ton at each boiling, which placed the process
beyond reach of the average person. The soap trade was boosted and deregulated
when the tax was repealed in 1853.
William Gossage produced low-priced, good-quality soap from the 1850s. Robert
Spear Hudson began manufacturing a soap powder in 1837, initially by grinding the
soap with a mortar and pestle. American manufacturer Benjamin T. Babbitt introduced
marketing innovations that included sale of bar soap and distribution of product
samples. William Hesketh Lever and his brother, James, bought a small soap works in
Warrington in 1886 and founded what is still one of the largest soap businesses,
formerly called Lever Brothers and now called Unilever.
ANCIENT INDIA
Ancient Indians also used Shikai/Shikakai as hair and body cleanser. It is an acacia
plant variety and all parts of this plant have medicinal/cleansing properties. Ancient
Indians used leaves. Barks and pods of this plant to produce hair shampoo (powder or
gel or cream) but modern Indians use power made from just the pods. Like soap nuts,
shikai also has pungent odour and can cause eye extreme eye irritation.They can be
boiled to extract the essence (traditional method) or can be powdered (pounded) as
they are, to be applied directly on the hair and skin (relatively modern method). Shikai

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is an effective anti-hair fall and anti-lice medication. Unlike soap nuts, Shikai’s usage
was (and still remains) restricted within the Indian subcontinent. It is a great cleanser.
Apart from these lather inducing agents, ancient Indians also used a mishmash of
many herbs to maintain skin health. Turmeric, Tulsi (Holy Basil), Neem bark and
leaves, Lotus petals, Sandalwood paste, Besan, wild berries, non-acidic fruits, etc.,
were the common ingredients in these ‘skin care’ creams !businesses were among the
first to employ large-scale advertising campaigns.
EVOLUTION OF SOAPS
Soaps made prior to the 1940s were much harsher than the soaps we use today, and
many caused skin irritation. The soap industry reacted by developing milder cleansing
bars, gentler on sensitive skin, in a variety of scents and colours. This step transformed
soap from a simple health and cleanliness aid to a cosmetic and skin care staple.
Since the 1950s, skin care has evolved to become a multi-billion dollar global
industry, with a wide selection available in local grocery stores and pharmacies,
including the most popular:
 Bar soap: the oldest and most common type of soap, tends to last longer and
provides many advantages, primarily ease of use for the entire body in the
shower.
 Liquid soap: provides unique advantages. Imagine how unsanitary and messy
public bathrooms would be if bar soap were the only option! Some liquid soap
is available as light-as-air foam and may contain additional moisturizers.
 Antibacterial soap: 75% of liquid soaps sold in US stores are antibacterial.

Increased use of antibacterial soaps, however, contributes to growing
antibacterial resistance.
 Aromatherapy soaps: contain extracts of essential oils, considered to

promote a sense of well-being and relaxation, including chamomile, jasmine,
and ylang-ylang.

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 Exfoliating soap: gently removes dead layers of skin and can make your skin
feel softer.
SOAP INDUSTRY AND MARKET SHARE INSIGHTS:
 The global soap and detergent market size was estimated at USD 97.26 billion in
2016. The rising disposable income, developing textile industry, and escalating
penetration of washing machines in the developing economies is expected to
boost the market growth over the forecast period. The increasing healthcare
awareness coupled with rising disposable income has categorized soaps and
detergents as an essential consumable product in the developed as well as
developing regions.
 Soaps and detergents are vital necessities as consumer goods and are used by the
large population base. The vendors are expanding their business by building
manufacturing facilities in the developing economies such as China and India,
which have high potential in terms of revenue.
 Product innovation and new product launch is another major factor expected to
drive the market growth. For instance, in 2015, Unilever launched its Molto
Perfume Essence fabric softeners in Indonesia followed by aggressive marketing
until 2016.
 The market is witnessing globalization in the sector, as more and more global
vendors are branching out in the market to increase their market share. With
rising globalization, vendors of the market are facing new challenges to sustain
their growth and compliant as per the laws and regulations directed by various
government agencies. The potential opportunities in the developing economies
are expected to provide ample of demand for the product over the forecast period.
 The household soaps segment is expected to grow at fastest CAGR during the
study period owing to rising population and escalating disposable income in
developing regions. The increasing disposable income together with easy
financing and rising influence of modern living has renowned soaps from
extravagance to a necessary product. The vendors of the soaps industries

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capitalize on this trend by launching cost-effective products in developing

regions.
 Leading players are involved in mergers & acquisitions, strategic collaborations,

and innovative product development to gain high revenue share. Strategic
collaborations, mergers, and acquisitions help the manufacturers to expand their
existing product portfolio and geographical reach.
 The global players such as Unilever and Procter & Gamble are facing high
competition from the local vendors, especially in the developing economies. The
rising competition among the global and regional players is affecting the growth.
For instance, the global giants are facing tough competition from the regional
players such as Nirma and Patanjali.
1.2 SPECIFIC INTRODUCTION:
You really can’t talk about the state of soap, cleansers, or personal care
products without mentioning Dove. A company that sells more soap than any other,
Dove has become
Synonymous with the soap bar in the same way that Kleenex is synonymous with
tissues – you just can’t separate one from the other. Despite their late start in soap
development relative to other leading beauty brands (the company was founded in
1957), Dove proved to be ahead of its time in the cleaning department.

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HISTORY:
Dove brand, founded by lever brothers (UNILEVER) originating in the United

Kingdom, began in 1957. Dove is a personal care brand when the brand first began
they sold beauty bars. They have since expanded to produce a wide range of personal
care products including body wash, body lotions, facial cleansers and shampoos and
conditioners. Dove’s logo is a silhouette profile of the brand’s namesake bird. Vincent
lamberti was granted the original patents related to the manufacturing of dove in the
1950s,while he worked for the lever brothers.
Developing a soap that did not dry skin, but rather moisturized it, Dove quickly carved
itself out a piece of the soap market, gaining consumer trust with their high quality
and reliable products. Dove would gradually build its product catalogue and apply
their same research and development skills to other areas of personal care.
Dove products are manufactured in:
Argentina,Australia,Brazil,Canada,China,Egypt,Geremany,India,Indonesia,Israel,Irela
nd,Japan,Mexico,Netherlands,Pakistan,Poland,South Africa, Thailand, Turkey and the
United states.
The products are sold in more than 80 countries and are offered for both women and
men and babies. Though it’s the #1 Dermatologist Recommended brand in the US,
Canada and France and strongly endorsed by Dermatologists across the world. Since
1993, Indian women have relied on dove for beautiful skin. Now, Dove helps you
pamper yourself in a new way every day, with a wide range that includes skin care
,hair care, and deodorants.

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DOVE BRAND EVOLUTION:
From the very beginning, Dove attempted to stand out in the personal care scene
rather than blend in. Lever Brothers’ Dove Beauty Bar hit the market in 1957,
representing the first Dove-branded foray into the soap market. Dove’s soap
advertisements reflected these moves to stand out, boasting that Dove soap was ‘much
better for your skin’ than regular soap due to its mildness and its content of ‘one-
quarter cleansing cream.’ Dove advertisements even included taglines such
as ‘Suddenly soap is old-fashioned!’ and ‘Dove creams your skin while you wash’.
Additionally, Dove’s bars of soap took on a unique, curved shape while Dove
packaging featured simple and elegant coloring surrounding the now iconic Dove bird
logo. This made for easy brand recognition and distinction within the minds of
consumers – Dove quickly succeeded in establishing itself is an innovator and outsider
in the world of soap.
In terms television advertisements, which were a fairly new marketing outlet in the
1950’s, Dove displayed cream being poured into the Dover bar in order to illustrate
the moisturizing quality of the soap. The Dove Face Test Campaign was another early
marketing campaign of Dove’s, in which advertisements displayed a woman who
washed half of her face with generic soap and half of her face with Dove soap. The
half washed with Dove soap would, of course, display a clear, clean, and moisturized
complexion while the non-Dove side was dry and featured soap residue.

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The 1960’s saw the expansion of Dove to several different international markets, as
well as an evolution of sorts of Dove’s advertising campaigns. Dove responded to the
climate of the times by developing ads that empowered women. The 60’s saw a new
wave of feminism hit the United States, with women displaying a newfound
willingness to enter the workforce. Dove used its first “Real Women” tagline in a
number of ads which featured mock hidden-camera testimonials of professional
women heaping praise onto Dove products.
As the 20th century progressed, so too did Dove’s catalogue as the company
incorporated more complex and specialized products designed to sufficiently cover

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every end of personal care. In terms of skin, Dove would introduce moisturizers and
dry skin care, among other products. In the 1980’s, the company developed
specialized hair care treatment for dry or damaged hair, as well as hair oils. This Dove
becomes a global leader in bath time hair care to supplement their skin and soap
dominance.
The Advertisements would similarly evolve, as Dove progressed and continued to

empower women, using the famous tagline of ‘I Am Woman, Hear me Roar,’ as well
as ‘A woman’s place, we all know, is wherever she wants it to be.’
The 1990’s saw Dove undergo a global product roll-out to over 80 countries, as well
as an expansion of Dove’s product catalogue. For starters, Dove began to branch out
by producing different kinds of shampoos, deodorants, and cleansers.
The company made it a conscious goal to cover the full range of skin and hair
cleaning, and did so effectively by introducing products that exhibited the same
moisturizing qualities as their patented Dove soap bars.
Finally the 2000’s ushered in the modern Dove era, with even more new and exciting
products released and the previously mentioned Dove Real Beauty campaign
launched, which leads us to…
Dove now develops many different kinds of personal care products which fall
into five distinctive categories:
1. Washing and Bathing: Beauty Bar, Liquid Soaps, Body Wash.

2. Skin Care: Moisturizing, Dry Skin Care, Body Lotion, Face Wash.
3. Antiperspirant Deodorants: Antiperspirant Deodorant Spray. Roll-On
Antiperspirant Deodorant.
4. Hair Care: Shampoo, Conditioner, Hair Oil, Dry Hair Treatment, Hair Fall
Treatment Anti-Dandruff Treatment, Damaged Hair Care, Shampoo for
Dry/Damaged Hair.
5. Dove Collections: Dove Go Fresh, Purely Pampering, Dove Elixir Oil, Dove
Oxygen Moisture.

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One thing you may note in examining Dove’s line of products is that absent are any
sort of makeup or cosmetics supplements. This is because Dove believes in helping
consumers embrace the bodies that they have, and does not encourage the use of
cover-ups, makeups, or concealers. This mindset led to the 2004 launch of the Dove
Campaign for Real Beauty. A worldwide marketing campaign designed to celebrate
the bodies of women of all sizes and types, Dove’s Real Beauty campaign has been
carried on to this day in the form of advertisements, videos, workshops, sleepover
events, and more. The campaign represents another instance in which Dove has
proven to be ahead of its time (in addition to their revolutionary soap). While many
companies embrace the social issues of the modern day for the sake of public
relations, Dove not only embraced the ‘beauty at any size’ and ‘body positivity’
mantras before they hit the mainstream, but helped to grow them. This successful and
universally celebrated campaign has helped the Dove brand grow to unprecedented
heights – the company continues to achieve new milestones all the time. Before we
look at the future of Dove, however, we’re going to examine the past, here in our
Dove Company History and Review feature. There’s no telling how high this Dove
can soar!
GROWTH AND DEVELOPMENT:
Dove did what it does best all over the world - not use supermodels to endorse the
brand. Rather it got real women who used the product to give testimonials of their
experience with the brand. In India, Dove’s brand team in the 1990s, led by Harish
Manwani, now Unilever’s president, Asia, Africa, Central & Eastern Europe, decided
to adopt the same line of thought for the Indian market too. In some ways the brand
was the opposite of Lux, the beauty bar of film stars. Dove showed beauty in ordinary
people, says cinematographer and film director, Rajiv Menon, who was involved in
making the earliest ads for Dove.

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Studies showed that 57% of Doves Target audience was averse to regular advertising.
Hence testimonials became even more critical for the success of the brand, say HUL
executives. The team identified close to 50 women from upper middle class Indian
households and handed them trial packs of Dove soap. After trying out the brand, their
reactions were recorded and the most spontaneous responses (8 of them) were chosen
to be the face of the brand.
The testimonials did have the desired effect and soon the gentle effect that
Dove had on skin was being recommended for babies as well in a way, baby care
major Johnson & Johnson was finding an unlikely contender in Dove.
Dove’s honesty struck a chord with its audience says Hephzibah Pathak
,president, Ogilvy, Mumbai, the agency that handles doveads.
Naturally, when Dove extended to shampoos in 2007, the brand decided to take
the similar route. However, this time around user-generated content had started
becoming very popular. HUL tied up with online service providers and even took
content generation offline.
CURRENT SCENARIO:
Dove has capitalized on this trend. Apart from distribution in modern format stores,
where Dove claims to be one of the leading brands with 11.54% share, the brand has

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also entered adjacent categories. In body washes, Dove claims to be nearly 19% of the
market, while hair conditioners get the brand sales of around Rs.40 crore.
Dove decided to stay away from the stereotypes too and instead decided to
focus on showing consumers their type of hair. For this the company initiated huge
sampling in malls by setting up counters where consumers could get their hair washed
and then photographed. These pictures were showcased in the Dove Gallery. As a
result, testimonials were not just on TV but also in online through consumer-
generated content and in print.

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CHAPTER – 2
RESEARCH DESIGN
 Statement of the problem

 Objectives
 Scope of the study
 Operational definition of the concept
 Methodology
 Types of research
 Sampling
 Tool for data collection
 Techniques of analysis
 Limitations
 Chapter scheme

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2.1 STATEMENT OF THE PROBLEM:

The research focuses on customer satisfaction towards dove products.so by diagnosing
it, they are solving the customer problem by comparing it with the other soaps and
making it worthful by this dove research. So here the manufacturer has to identify the
expectations and needs of customers and to satisfy them effectively by creating a
demand for the product.
2.2 OBJECTIVES:
1. To know the customer satisfaction level towards dove products (soap) in
Roopakala, Davangere city.
2. To identify the marketing strategies adopted by Roopakala towards dove soap.
3. To find out the factors determining customers in selecting Dove products (soap).
4. To know the popularity of the brand in Roopakala towards dove soap.
5. To study the post purchasing buying behavior of customers towards dove soap in
Davangere city.
2.3 SCOPE:
Scope of the study refers to the area of the operation under which the product
has been undertaken. The scope of the study is intended to know the “Customer
Satisfaction towards Dove Products (soaps) in Roopakala with special reference to
Davangere city”. Customers of ROOPAKALA are spread throughout the district.
Hence, Davangere city was selected for the purpose of the study.
The scope of the study is to ascertain the future needs of customer and to judge the
level of satisfaction of customer with respect to awareness and perception of Dove
soaps in Roopakala.
Davangere is commercial city which has population more than 8 lakhs. Customer is
exposed to different kinds of soaps in the market, which is full of competition. They
will be in dilemma to select which soap they want. Of course to a certain extent
friends, relatives, company advertisement does influences to purchase particular soap
in spite of these customers are having their own preference to buy a particular soap.
Davangere is one of the fastest growing cities in Karnataka, due to its smart city
projects; it became an eye catcher for everything. This commercial aspect rendered
our attention over the city’s customer behavior over dove soaps.

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Whereas in Davangere, specific area of operation is (ram n co) circle. Under which the
project has been undertaken with this research on dove products and its market
potential and value, helps by making it trust worthy for every customers and it brings
in more awareness, and their reality in its beneficial.
2.4 OPERATIONAL DEFINITION OFTHECONCEPT MARKET:
MARKET:
The word ‘Market’ originated from Latin word ‘Marcus’. Market means a
place where goods and persons are physically present and the customers
purchase the products which satisfy their needs and wants.
DEFINITION:
According to Prof. JEVANS, “Market means anybody of persons who are in
intimate business relation and carry on commodity”.
MARKETING:
Marketing is the belt that connects the two major wheels of any economy namely,
producers and consumers.
DEFINITION:
According to Prof. PHILIP KOTLER,
“Marketing is the human activity directed at satisfying needs and wants through
process.
MARKETINGMANAGEMENT:
Marketing management is a business discipline which focus on the practical
application of marketing techniques and management of a firm marketing resources
and activities.
DEFINITION:
According to PHILIP KOTLER and GARY ARMSTRONG, “Marketing
management as the analysis, planning, implementation, and control of programs

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designed to create, build and maintain beneficial exchanges with target buyers for
the purpose of achieving organizational objectives.
MARKETING MIX:
Modern marketing is customer oriented it’s designed to meet the overall needs of the
consumer. However the consumer oriented marketing is a very difficult task.
ELEMENTS OF MARKETING MIX
PRODUCT
PROMOTION TARGET
PRICE
MARKET
PLACE
Product mix:
A product or services is offered to the target group of the people in order to fulfill
their certain demands. What exactly the company is seeing to its customers.
The product decisions include the quality, features, benefits, design, branding,
packaging, services, investments and returns.
Price mix:
Price refers to decisions surroundings list pricing, discount pricing, special offer
pricing. Price refers to the total cost to customer to acquire the product, and may

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involve both monetary and psychological costs such as the time and effort expended in
acquisition.
Place mix:
Place represents the location where a product can be purchased. It is often referred to
as the distribution channel. It can include any physical store as well as virtual stores
on the internet.
Promotion mix:
Promotion represents all of the communications that a marketer may use in the
marketplace. Promotion has four distinct elements like advertising, public relation,
personal selling and sales promotion. A certain amount of crossover occurs when
promotion uses the four principle elements together, which is common in film
promotion. Advertising covers any communications that is paid four, from cinema
commercials, radio and internet adverts to through print media and billboards. Public
relations are where the communication is not directly paid for and includes press
releases, sponsorship deals, exhibitions, conferences, seminars or trade fairs and
events.
2.5 METHODOLOGY:
Methodology is the systematic, theoretical analysis of the methods applied to a field
of study. It comprises the theoretical analysis of the body of methods and principles
associated with branch of knowledge.
The research design is the overall operational framework within which the project is
to be done. It stipulates what information is to be collected from what sources and
by what procedures the information obtained would be relevant to the research
problem and was collected by objective and economic procedures.
For the study of the project exploratory research method is adopted.

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2.6 TYPES OF RESEARCH:
Types of
Research
According to intent According to Methods of Study
1. Pure research 1. Experimental

2. Applied research 2. Analytical study
3. Exploratory research 3. Historical research
4. Descriptive research 4. Surveys
5. Diagnostic research 5. Case study
6. Evaluation studies 6. Field studies
7. Action research
A) ACCORDING TO INTENT :
1. PURE RESEARCH:
Pure research is also called as basic research. Just a gathering knowledge for
knowledge’s sake is called as pure research. It is not directly involved with a
practical problem. There is no intention to apply this research in practice.
2. APPLIED RESEARCH:
Applied research aims at finding a solution for an immediate problem faced by
any business organization. This research deals with real life situations. This research
brings out many new facts it seeks an immediate and practical result. Marketing
research is carried on for developing a new market or for studying the post purchase
experience of customers.

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3. EXPLORATORY RESEARCH:
Exploratory research provides insight into the problem or situation. This
type of research is carried out at the very beginning when the problem is not clear.
In exploratory research, all possible reasons which are very obvious are
eliminated, there by directing the research to proceed further with limited options.
This type of research relies upon secondary research.
4. DESCRIPTIVE RESEARCH:
Descriptive research, also known as statistical research, describes data and
characteristics about the population or phenomenon being studied. It answers the
questions for who, what, where and how. Descriptive research deals with specific
predictions, sales of a company product for forecasting.
5. DIGNOSTIC RESEARCH:
Diagnostic research studies determine the frequency of occurrence of
something or its association with something else.
6. EVALUATION RESEARCH:
There is an example for applied research. This research is conducted to
find out how well a planned program is implemented. Therefore, evaluation research
deals with evaluating the performance or assessment of a project.
7. ACTION RESEARCH:
This type of research is under taken by direct action. Action researcher
is conducted to solve problem it is the study of action programs launched for
solving a problem for improving an existing situation.
B) ACCORDING TO METHODS OF STUDY
1. EXPERIMENTAL RESEARCH:
Experimental research is designed to access the effects of particular
variables on a phenomenon by keeping the other variables constant or controlled.

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It aims at determine whether and in what manner variables are related to each
other.
2. ANALYTICAL RESEARCH:
Analytical research is a system of procedures and techniques of analysis
applied to quantitative data. It may consist of system of mathematics models or
statistical techniques applicable to numerical data. Hence it is also known as
statically data. The study of aims testing hypothesis is specifying and interpreting
relationships. It concentrates on analyzing data reverent variables as possible in
the analysis plan.
3. HISTORICAL RESEARCH:
It is the study of past records and data in order to understand the future
trends. There is no direct observation. The research has to depend upon the
conclusions drawn in the past.
4. SURVEY:
Survey is fact finding study. It is a method of research involving
collection of data from a population or a sample there of at a particular time. It must
be connected with the mere clerical routine of gathering and tabulating figures. It
requires expert and imaginative planning. Careful analysis and rational
interpretation of the findings.
Data may be collected by observations or interviewing or mailing questionnaires.

The analysis of data may be made using simple or complex statistical techniques
depending upon the objectives of the study.
5. CASE STUDY:
A case study is an in-depth comprehensive study of a person, a social group,
an episode, a process, a situation, a programmed, a community, an institution or
any other social unit.

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It is one of the most popular types of research methods. Its purpose may be to
understand the life cycle of the unit under the study or interaction between factors
that explain the present status or the development over a period of time.
6. FIELD STUDY:
Field study are scientific enquires aimed at discovering the relations and
interaction among sociological psychological and educational variables in social
institutions and actual life like communication schools factories etc.
2.7 SAMPLING:
The sampling is the act, process or technique of selecting an appropriate sample.
Simple random sampling method is used to conduct survey. Simple random
sampling is a process in which every item of the population has an equal chance of
being chosen. The samples will be chosen randomly among the consumers of the
solar.
SAMPLE SIZE:
While planning the survey we estimated the sample size of 100 respondents the
survey consists of all the age group In Davangere city.
2.8 TOOLS OF DATA COLLECTION:

The tools for data collection are:
 Primary data.
 Secondary data.
They are explained as below:
Primary data:
It is one which is collected for the first time. It is also called fresh hand data.
Primary data is collected by the investigator. It will be collected through
questionnaire method as well as observation method. Questionnaire is a method

DAVANGERE CITY”
consists of series of questions for the purpose of gathering information from

respondents. Observation refers to recording the behavioral/ buying factors of the
customers.
Secondary data:
It is the data collected by someone other than the user. Common source of
secondary data for second hand data are collected through qualitative
methodologies and qualitative research. The required data is collected by adopting
personal survey method. The secondary research can either come from internal or
external sources. The availability of information on internet. Web search engines
have increased opportunity to conduct secondary research without paying fees for
database research providers.
The basis approaches of secondary data collection are as follows:
Interaction to the shop and owner.
Books, like business world
Internet sites like www.wikipedia.com etc.
2.9 TECHNIQUES OFANALYSIS:

Analysis is the process of breaking a complex topic or substance into
smaller parts to gain a better understanding of it
The main techniques of analysis includes.
1. Tables
2. Graph
3. Analysis
4. Interpretation.
2.10 LIMITATIONS:
 The project is limited for the study in Davangere city.
 The project is limited only for the duration of 2 months.
 The information obtained maybe biased.
 The study is restricted to users of the Dove soaps only.
 The respondents are limited only
to the number of 100.

DAVANGERE CITY”
2.11 CHAPTER
SCHEME
CHAPTER 1: INTRODUCTION:
This chapter deals with the brief introduction of the topic with general
introduction and specific introduction.
CHAPTER 2: RESEARCH DESIGN:

This chapter deals with the statement of the problem, objectives of the study, scope
of the study, operational definition of the concept, methodology, Type of research,
sampling, tools for data collection, and techniques of analysis, limitation and
chapter scheme.
CHAPTER 3: PROFILE OF ORGANIZATION:

 Introduction.
 Back ground of the company.
 Nature of the business carried.
 Vision Mission Policy.
 Product profile.
 Departmental study.
 Ownership pattern.
 Competitor’s information.
 Infrastructural facilities.
 Achievements and awards.
 Work flow chart/ model.
 Future plans/ growth and prospectus.
CHAPTER 4: ANALYSIS AND INTERPRETATION:

This chapter deals with the Tables, Graph, Analysis, Interpretation, and inference.

DAVANGERE CITY”
CHAPTER 5: SUMMARY OF THE FINDINGS AND

RECOMMENDATION:
This chapter deals with the sequence compatibility with objectives and statement
of problems
CHAPTER 6: ANNEXURES:
This chapter deals with the Questionnaire, Bibliography and other Annexure

DAVANGERE CITY”
CHAPTER-3
PROFILE OF ORGANISATION
 Introduction
 Back ground of the company
 Nature of the business carried
 Vision mission and policy
 Product profile
 Departmental study
 Ownership pattern
 Competitors information
 Infrastructural facilities
 Achievements and awards
 Work flow chart
 Further plans/ growth and prospectus

DAVANGERE CITY”
3.1 INTRODUCTION:
Roopakala store is a beauty cosmetics shop. They started it on October,
1983 at A.V.K. road then they shifted it at church road, Ram and Co. Circle, in
Davangere city. Once there were no cosmetic shops around that area. So they
established it to provide the best quality and branded cosmetic products in Davangere
as well people were also not updated about the brands, cosmetics, creams etc. It was
the first beauty cosmetic store in Davangere to enable every popular beauty care
brands and cosmetic products. Now it has been one of the leading store and the most
successful store among every beauty cosmetic stores in Davangere.
3.2 BACKGROUND OF THE COMPANY:

Roopakala is a sole trading concern, runs by P.G. PANDURANGA. They
were Bombay-based in beginning so they got an idea to bring up the same effective
products to Davangere. Now it is dealing with beauty branded products from 36 years
ago that is since 1983. The main reason to setup Roopakala in a specified (Ram and
co.) because in that area walkancy is more and it’s also center point of Davangere. It is
a commercial circle for students specially, ladies to purchase beauty products because
there were no trend following in Davangere. Then on, the business grew in profit and
they improved quickly more than they expected. Their main intension was to upgrade
the women’s knowledge about the beauty care, skin care and to reach their satisfaction
with the genuine products.
3.3 NATURE OF THE BUSINESS CARRIED:

Roopakala is an authorized dealer of beauty cosmetics of various companies,
which includes personal care, hair care, skin care and health care products. It provides
all kind of cosmetic products and became a reputed beauty cosmetic store in
Davangere. And its nature is B2C.

DAVANGERE CITY”
3.4 VISION, MISSION, POLICY:
Vision:
“To maintain profit from these products consistently and to reach more number of
customers and to be the No. 1 successful leading shop in Davangere”.
Mission:
“To open one more outlet in Davangere near dental college road, Davangere”.
Policy:
“To encourage few customers to bring many more customers by providing best
service is their policy”.
3.5 PRODUCT PROFILE:
1) DOVE PINK / ROSA BEAUTY BATHING BAR:
Dove Pink/Rosa Beauty Bathing Bar combines a gentle cleansing formula

with our signature ¼ moisturizing cream with a delicate pink hue.
PRODUCT DETAILS:
• Contains Dove's classic moisturizing formula with a delicate pink

hue. With 1/4 moisturising cream it doesn’t dry your skin like
soaps do.
• Leaves skin softer, smoother and glowing.
• Suitable for daily use on face, body and hands.

DAVANGERE CITY”
• No.1 Brand recommended by dermatologists.
Ordinary soaps strip your skin of its natural moisture, leaving it dry and rough.
Dove Pink/Rosa Beauty Bathing Bar is different. It leaves your skin glowing by
retaining your skin’s natural moisture rather than stripping it away.
With its 1/4 moisturising cream formula, you can now start your moisturising
regime in the shower itself. This gentle cleansing formula gives you softer,
smoother and glowing skin. It’s mild enough to be used on your face, body and
hands. Add it to your skin care routine and see the tender love and care it leaves
your skin with.
We think that skin cleansing should be an act of beauty for your skin that leaves
it feeling soft and cared for. And Dove Pink/Rosa Beauty Bar also has a delicate
blush of colour that adds a touch of feminine sophistication to your bathroom.
Combined with our ¼ moisturizing cream, Dove Pink Beauty Bar helps nourish
your skin during washing.
Dove Pink/Rosa Beauty Bathing Bar are specially formulated to deliver skin
natural nourishment, helping your skin to keep its natural moisture during
cleansing. Dove Pink/Rosa Beauty Bathing Bar contains our mild cleansers,
which don’t strip skin of moisture like a regular soap bar can. It’s mild enough to
be used on your face, body and hands – the perfect addition to your daily skin
cleansing routine.
QUANTITY RANGE:
 75 gm. : RS. 48.00 MRP

 300 gm. : RS. 182.00 MRP

DAVANGERE CITY”
2) DOVE ORIGINAL CREAM BEAUTY BATHING BAR
With ¼ moisturizing cream, richly blended with its mildest cleansers, no

other beauty bar has more skin-natural moisturizers than Dove Cream
Beauty Bathing Bar. Everyday moisture is the key to beautiful skin.
PRODUCT DETAILS:
• Classic moisturising formula

• ¼ moisturising cream and mild cleansers help retain skin's moisture
• Leaves skin softer, smoother and healthier-looking
• Suitable for daily use on face, body and hands
• It's not a Dove soap “ it's a Dove beauty bar”.
There's nothing like knowing that your skin is silky smooth and soft “ and
with the right products you can have that feeling every single day, starting with
your cleansing routine”. Dove Beauty Cream Bar combines a gentle cleansing
formula with our signature ¼ moisturising cream to give you softer, smoother,
more radiant-looking skin.
Dove Beauty Cream Bar's mild cleansers help your skin to retain its natural
moisture rather than stripping it away. This Dove beauty bar even helps to
replenish nutrients that are lost during the cleansing process “where a soap bar
can leave your skin feeling tight and rough, the Dove Beauty Bar leaves it feeling

DAVANGERE CITY”
soft and radiant-looking”. So add it to your skin-care routine “ it might just make
your morning”.
QUANTITY RANGE:
 50 gm - Rs. 25.00 MRP

 75 gm -Rs. 48.00 MRP
 225 gm - Rs. 115.00 MRP
 300 gm - Rs. 182.00 MRP
3) DOVE SENSITIVE BEAUTY BATHING BAR:
If you have sensitive skin, you know how important it is to choose the right
cleansing products. Good sensitive skin care depends on having a cleanser that
truly cares for your skin and won't dry it out, and once you find something that
works, you stick with it.
PRODUCT DETAILS:
• Hypoallergenic, fragrance-free formula is gentle on sensitive skin

• ¼ moisturising cream and mild cleansers help protect skin's moisture
• Leaves skin softer, smoother and healthier-looking
• It's not a soap “it’s a beauty bar”.

DAVANGERE CITY”
So here's some good news: Dove Sensitive Beauty Bar gives you truly mild
cleansing that leaves sensitive skin feeling soft and smooth.
This Dove sensitive skin bar brings you the classic Dove cleansers and ¼
moisturising cream in a fragrance-free, hypoallergenic bar that's gentle enough
for sensitive skin. Suitable for daily use, it helps protect skin's natural moisture
and can be used on your hands, body or face. Get the gentle skin care for
sensitive skin that you deserve “ try Dove Sensitive Beauty Bar”.
QUANTITY RANGES:
 75 gm.: Rs. 80.00 MRP
4) DOVE GO FRESH MOISTURE BEAUTY:
Dove go fresh Beauty Bathing Bar combines the refreshing scent of cucumber
and green tea with our gentle cleansers and ¼ moisturising cream, so you can
enjoy skin that feels smooth and hydrated.
PRODUCT DETAILS:
• Refreshing cucumber and green tea scent revitalises your senses
• Unlike normal soap, Dove doesn't strip skin of natural moisture

DAVANGERE CITY”
• ¼ moisturising cream and mild cleansers help protect skin's moisture

• Leaves skin softer and smoother
• No other bar hydrates skin better than Dove
Looking for an uplifting start to your day that will leave you with smooth, soft,
nourished skin? Dove go fresh Beauty Bathing Bar combines the refreshing scent
of cucumber and green tea with our gentle cleansers and ¼ moisturising cream,
so you can enjoy skin that feels smooth and hydrated.
This bar is a great way to start off your day with a refreshing shower, but if
you're also after a fresh face and refreshingly hydrated hands, why not try adding
Dove go fresh Beauty Bathing Bar to your skin-care routine?
QUANTITY RANGE:
 75gm - Rs .48.00 MRP

 225gm – Rs. 115.00 MRP
5) BABY RICH MOISTURE BAR:
Formulated with our ¼ moisturizing cream, gently care for your baby's skin with
this richly nourishing baby bar.

DAVANGERE CITY”
PRODUCT DETAILS:
• Gentler and more nourishing than any baby soap bar

• Enriched with our ¼ moisturizing cream
• Hypoallergenic and pH-neutral formula
• Ophthalmologist, dermatologist and pediatrician-tested
• Fragrance developed especially for baby's delicate skin
• Suitable for daily use, even for your new-born
• Ordinary soap-based bars without skin-essential nutrients
Baby's skin is 30% thinner than ours, so it's no surprise that it's more vulnerable to
damage and dryness. Their skin barrier is weaker, too, which makes baby's skin lose
moisture up to five times faster than ours. More nourishing than any other baby soap
bar, Baby Dove Rich Moisture Bar gives your little one's skin the gentle care it needs.
Enriched with our ¼ moisturizing cream, our baby bar keeps your little one's skin
feeling extra-soft and helps prevent the dryness that other ordinary baby soap bars can
cause. Ophthalmologist, dermatologist and pediatrician-tested, this Baby Dove baby
bar is hypoallergenic and pH neutral “so it won't irritate baby's gentle skin”. And with
a delicate fragrance, you can enjoy those special baths time moments with your little
one safe in the knowledge that your baby bath products are giving your baby's skin the
care it deserves.
Ordinary soap-based bars without skin-essential nutrients.
3.6 DEPARTMENTAL STUDY:
There are various departments such as:

 Sales department
 Accounting department
 Marketing department

DAVANGERE CITY”
1. Sales department:
This department’s main motto is to sell the products as required by the customers.
This department is looking after by every people in the organization even workers.
This is the department where firm maintains all its sales part where workers take
orders regularly and provide products to customers at a proper time.
2. Accounting department:
Mr. P.G. Panduranga is maintaining the finance department in Roopakala. He looks

after all the financial transactions. The activities performance by a finance department
cover a wide range from basic book keeping to information and make decision the
finance department is responsible for management of an organization cash flow and
ensuring there are enough funds available to meet the day to day payments.
3. Marketing department:
Ms. Sathiya anjum looks after marketing department the activities performed by him
are marketing techniques include choosing target markets through markets through
market analysis and market segmentation as well as understanding customer behavior
and advertising a products value to the customer. Marketing satisfies these needs and
wants through the development of exchange process and the building of long term
relationships with customers.
Sales and marketing department has been under taken by the owner. Accounting
department is handled by the manager.
3.7 OWNERSHIP PATTERN:

Roopakala’s ownership is in the sole proprietorship pattern (Authorised dealer).This
organization is managed and controlled by Mr. P.G. Panduranga only.

DAVANGERE CITY”
3.8 COMPETITORS INFORMATION:
There are high competition in Davangere as the brand plays a major role for
customers. The competitors of Roopakala store includes all dealers and cosmetic
shops in and around Davangere city. The following competitors are:
1. G.J. cosmetic palace.

2. Sambhavi store.
3. Classic variety.
3.9 INFRASTRUCTURAL FACILITIES:
It’s having good infrastructure and it includes basic infrastructure like to showcase
there products in a well manner. The owner of the firm have invested more in
infrastructure so as to provide the best place for the friends, family and it’s well
furnished and having chairs for employees as well as for customers too.
It has other basic facilities like:
 Showcase
 Interior
 Store room
 Sitting arrangements
 Drinking water facilities.
3.10 ACHIEVEMENT AND AWARDS:
 Roopakala is the first cosmetic shop to provide various cosmetic brand

collections in A.V.K Road, Ram n co. circle since 1983.
 It’s one of the oldest and trust worthy shop in Davangere.
 Because of customer satisfaction and increase in number of purchases,
Company gives bonus in the form of gold coins.

DAVANGERE CITY”
3.11 WORK FLOW CHART:
Owner
(P.G Panduranga)
Manager
(Sathiya anjum
)
Workers
(Sahana arpita)
customers
3.12 FURTHER PLANS/GROWTH AND PROSPECTUS:
 To sustain the business for longer period of time.
 Planning to reach the target of sales.
 To fulfill the customer satisfaction.
 To increase customers

DAVANGERE CITY”
CHAPTER-04
ANALYSIS AND INTREPRETATION
This chapter is going to deal with analysis and interpretation of data on which
the survey was conducted. In this chapter the data will be systematically drawn into
rows and columns and tabulated in a respective manner. After tabulating the data it
will show in the graphical form. The following are analysis and interpretation of data.
Analysis
A systematic examination and evaluation of data or information, by breaking into its
component parts to uncover their interrelationship. An examination of data and facts
to uncover and understand cause- effect relationships, thus providing basis for
problem solving and decision making.
Interpretation
It is the act of explaining, reframing or otherwise showing your own understanding of
something. A person who translates one language into another is called an interpreter
because they are explaining what a person is saying to someone who doesn’t
understand. A computer may produce masses of data, but it will require your
interpretation of the data for people to understand it.

DAVANGERE CITY”
TABLE NO:-4.1
Classification of respondents on the basis of gender
Gender No of Respondent Percentage
Male 25 25%
Female 75 75%
GRAPH NO:- 4.1

Graphical representation of respondents on basis of Gender:
GENDER
MALE
25%
FEMALE
75%
source: Field Survey

Analysis:-
The above table shows that 25% of users are Male and 75% are female user.
Interpretation:-
The above graph shows that the females prefer the Dove more i.e.75%.

DAVANGERE CITY”
TABLE NO:-4.2
Classification of respondents on the basis of age group
Age group No. of respondents Percentage
Below 18 10 10%
18-25 45 45%
25-40 30 30%
40 and above 15 15%
Total 100 100%
GRAPH NO:-4.2
Graphical representation of respondents on basis of Age group:
Age
50
45
40
35
30
25
20
15
10
5
0
Below 18 Years 18-25 Years 25-40 Years 40 and above
Age
Source: Field survey

Analysis:-
The above table shows that 10% of users are below 18 age, 45 % of users are 18-25
years, 30 % of users are 25-40years, and 15% of users are of 40 Years and above.
Interpretation:-
The above graph shows that the age of 18-25 years prefer the Dove soaps more i.e.
45%.

DAVANGERE CITY”
TABLE NO: - 4.3

Classification of respondents on the basis of Education qualification
Education No of respondents Percentage

qualification
SSLC 16 16%
Others 38 38%
Post graduate 18 18%
Graduate 28 28%
GRAPH NO:-4.3
Graphical representation of respondents on basis of Education Qualification:
Qualification
Graduate
Post graduate
Others
SSLC
0% 5% 10% 15% 20% 25% 30% 35% 40%
Qualification

Analysis:-
The above table shows that 16% of users are of schooling, 38% are graduates,
18% are post graduate and 28% of them are others.
Interpretation:-
From the above graph it is clear that most of the respondents who purchase the Dove
soaps are graduate i.e. 38%.

DAVANGERE CITY”
TABLE NO:-4.4
Classification of respondents on the basis of Occupation status:
Occupation status No of respondent Percentage
Private/government employee 25 25%
Businessman 28 28%
Professional 34 34%
Others 13 13%
GRAPH NO:-4.4
Graphical representation of respondents on basis of Occupation status:
Occupation Status
Private/govt employee Businessman Professional others
13%
25%
34%
28%
Analysis:-
The above table shows that in survey of 100 respondents 25% are private/govt
employee, 28% are businessman, 34% are professional and 13% are others.
Interpretation:-
From the above graph analysis it is clear that most of the respondents who purchase
the Dove soaps are Professional i.e. 34%.

DAVANGERE CITY”
TABLE NO:-4.5
Classification of respondents on the basis of Monthly income:
Income No of respondents Percentage
Below 5,000 8 8%
5,000-10,000 20 20%
10,000-15,000 40 40%
15000 and Above 32 32%
GRAPH NO:-4.5
Graphical representation of respondents on basis of Monthly Income:
45
40
35
30
25
20 Monthly income
15
10
0
Below 5,000 5,000-10,000 10,000-15,000 15000 and
Above
Analysis:-
The above table shows that in survey of 100 respondents 8% income in below 5,000,
20% respondents income is 5,000-10,000, 40% respondents income is 10,000-15,000
and 32% respondents income is 15,000 and above.
Interpretation:-
the Dove soaps have income status of 30,000 and 20,000-15,000 i.e. 40%.

DAVANGERE CITY”
TABLE NO:-4.6
Classification of respondents on the basis of family members:
Family members No of respondents Percentage
Below 2 18 18%
2-3 members 26 26%
4-5 members 30 30%
5 and above 26 26%
GRAPH NO:-4.6
Graphical representation of respondents on basis of family members:
No. of family members
Below 2
18%
26% 2-3 members
4-5 members
5 and above
26%
30%
Analysis:-
The above table shows that in survey of 100 respondents, 18% respondents are based
on Below 2 members family, 26% respondents are based on 2-3 members family ,
30% respondents are based on 4-5 members family, 26% respondents are based on 5
and above members family .
Interpretation:-
the Dove soaps are based on 4-5 members family i.e. 30%.

DAVANGERE CITY”
TABLE NO:-4.7
Classification of respondents on the basis of satisfaction:
Particulars No of respondents Percentage

Satisfied 62 62%
Not Satisfied 38 38%
Graph no:-4.7
Graphical representation of respondents on basis of satisfaction:
80 62
60
38
40
20
satisfaction level
0
Satisfied Not satisfied
satisfaction level
Analysis:-
The above table shows that in survey of 100 respondents 62% are satisfied, 38%
respondents are not satisfied.
Interpretation:-
the Dove soaps are satisfied with 62%.

DAVANGERE CITY”
TABLE NO:-4.8
Classification of respondents on the basis of knowing the Dove soaps:

Advertisement 61 61%
Friends 14 14%
Family 8 8%
Word of mouth 17 17%
GRAPH NO:-4.8
Graphical representation of respondents on basis of knowing the Dove soaps:
8% 17%
Advertisement
14% 61%
Friends
Family
word of mouth
Analysis:-
The above table shows that in survey of 100 respondents 61% got to know from
Advertisement,14% respondents got to know from friends, 8% respondents got to
know from family and 17% respondents got to know from word of mouth
Interpretation:-
the Dove watches got to know about it through Advertisement i.e. 61%.

DAVANGERE CITY”
TABLE NO:-4.9
Classification of respondents on the basis of factors influencing to buy dove

soaps:

Social factors 30 30%
Psychological factors 12 12%
Demographic factors 28 28%
Geographic factors 30 30%
GRAPH NO:-4.9
Graphical representation of respondents on basis of factors influencing to buy

Dove soaps:
INFLUENCING FACTORS
Geographic Social factors
factors 30%
30%
Demographic Psychological
factors factors
28% 12%
Analysis:-
The above table shows that in survey of 100 respondents 30% are influenced from
social factors, 12% respondents are influenced from psychological factors, 28%
respondents are influenced from demographic factors and 30% respondents are
influenced from geographic factors.
Interpretation:-
the Dove soaps are influenced from geographic as well social factors i.e.30%.

DAVANGERE CITY”
TABLE NO:-4.10
Classification of respondents on the basis of consideration while buying Dove

soaps:

Brand name 12 12%
Quality 42 42%
Price 24 24%
Quantity 22 22%
GRAPH NO:-4.10
Graphical representation of respondents on basis of preference factor:
consideration
45
40
35
30
25
consideration
20
15
10
5
0
Brand name Quality Price Quantity
Analysis:-
The above table shows that in survey of 100 respondents 12% prefer Brand name,
42% prefer quality, 24% prefer price and 22% prefer quantity.
Interpretation:-
the Dove soaps prefer quality i.e. 42%.

DAVANGERE CITY”
TABLE NO:-4.11
Classification of respondents on the basis of use of product:
Particulars No. of Percentage

respondents
Daily 68 68%
Alternative days 24 24%
Weekly once 7 7%
Monthly once 1 1%
GRAPH NO:-4.11
Graphical representation of respondents on basis of use of product:
80%
70%
60%
50%
Axis Title
40%
30% use of product
20%
10%
0%
Daily Alternative Weekly Monthly
days once once
Axis Title
Analysis:-
The above table shows that in survey of 100 respondents, 68% uses dove soap
daily,24% use it in alternative days, 7% uses weekly once and the rest 1% in monthly
once.
Interpretation:-
From the above graph analysis it is clear that most of the respondents who use dove
soaps more are in daily basis i.e., 68%

DAVANGERE CITY”
TABLE NO:-4.12
Classification of respondents on the basis of period of usage :

Below 1 year 28 28%
2-3 years 38 38%
3-5 years 22 22%
5 and above 12 12%
GRAPH NO:- 4.12
Graphical representation of respondents on basis of period of usage
40 38
35
30 28
25 22
20
15 12
10
0
Below 1 year 2-3 years 3-5 ears 5 and above
period of usage
Analysis:-
The above table shows that in survey of 100 respondents 28% using it since below 1
year, 38% since 2-3 years, 22% respondents since 3-5 years and 12% since 5 and
above.
Interpretation:-
From the above graph analysis it is clear that most of the respondents who using the
Dove soaps are since 2-3 years i.e.,38%.

DAVANGERE CITY”
TABLE NO:-4.13
Classification of respondents on the basis to prefer Dove soaps:

Variety 18 18%
Quality 40 40%
Fragrance 32 32%
Packaging 10 10%
GRAPH NO:- 4.13
Graphical representation of respondents on basis to prefer Dove soaps:
Preference
10%
18%
Variety
Quality
32% Fragrance
Packaging
40%

Analysis:-
The above table shows that in survey of 100 respondents 18% prefer Variety, 40%
prefer Quality, 32% prefer Fragrance, 10% prefer Packaging.
Interpretation:-
Dove soaps prefer more Quality i.e.,40% .

DAVANGERE CITY”
TABLE NO:-4.14
Classification of respondents on the basis of expenses towards Dove soaps per

month:
Below 50 22 22%
50-100 47 47%
150-200 20 20%
200 and
11 11%
above
GRAPH NO:- 4.14
Graphical representation of respondents on basis of expenses towards Dove

soaps per month :
Expenses per month
50%
40%
30%
20%
10%
0%
Below 50 50-100 150-200 200 and above
Expenses per month

Analysis:-
The above table shows that in survey of 100 respondents, 22% spend Below 50/- per
month,47% spend 50-100/- , 20% respondents spend 150-200/-, 11% spend 200 and
above/- for dove soaps.
Interpretation:-
Dove soaps spend 50-100/- per month i.e., 47%

DAVANGERE CITY”
TABLE NO:-4.15
Classification of respondents on the basis of expectations towards Dove soaps:
Quality 20 20%
Packaging 22 22%
Advertisement 13 13%
Less Price 45 45%
GRAPH NO:-4.15
Graphical representation of respondents on basis of expectations towards Dove

soaps :-
Expectations
20%
Quality
45% Packaging
Advertisement
22%
Less price
13%
Analysis:-
The above table shows that in survey of 100 respondents, 20% expects quality, 22%
expects packaging, 13% Advertisement and 45% expects less price.
Interpretation:-
the Dove soaps expect less price i.e., 45%

DAVANGERE CITY”
TABLE NO:-4.16
Classification of respondents on the rates of overall experience with dove soaps:
High satisfactory 58 58%
Satisfactory 18 18%
Neutral 11 11%
Unsatisfactory 13 13%
GRAPH NO:-4.16
Graphical representation of respondents on the rates of overall experience with

dove soaps:-
60%
50%
40%
30%
20%
10%
0%
Overall experience
Analysis:-
The above table shows that in survey of 100 respondents 58% rated Highly
satisfactory, 18% rated Satisfactory, 11% rated neutral and 13% rated unsatisfactory.
Interpretation:-
the Dove soaps are highly satisfactory i.e., 58%.

DAVANGERE CITY”
TABLE NO:-4.17
Classification of respondents on the basis of skin care results:

Good 32 32%
Effective 55 55%
Poor 10 10%
Ineffective 3 3%
GRAPH NO:-4.17
Graphical representation of respondents on basis of skin care results:
Skincare Results
60
50
40
30
20
10
0
good Effective poor ineffective
Analysis:-
The above table shows that in survey of 100 respondent’s 48% rated skin care results
as good, 55% rated as effective, 10% rated as poor and 3% considered as ineffective.
Interpretation:-
Dove soaps considered their skin care results as effective i.e., 55% respondents.

DAVANGERE CITY”
TABLE NO:-4.18
Classification of respondents on the basis of moisturising skin by dove soaps:

Yes 94 94%
No 6 6%
GRAPH NO:-4.18
Graphical representation of respondents on the basis of moisturising skin by

dove soaps:-
moisturising skin
6%
Yes
No
94%
Analysis:-
The above table shows that in survey of 100 respondents 94% are considered as Dove
soaps helps for moisturising skin and 6% are not accepted.
Interpretation:-
the Dove soaps 94% are considered as ‘YES’ for their moisturising skin.

DAVANGERE CITY”
TABLE NO:-4.19
Classification of respondents on the basis of consistency of Dove soaps:

Soft 52 52%
Milky 32 32%
Watery 10 10%
Hard 6 6%
GRAPH NO:-4.19
Graphical representation of respondents on basis of consistency of Dove soaps:
no. of respondents
no. of respondents
hard 6%
watery 10%
milky 32%
soft
52%
Analysis:-
The above table shows that in survey of 100 respondents 52% considers soft, 32%
considers milky, 10% considers watery and 6% considers hard.
Interpretation:-
the Dove soaps 52% considers soft.

DAVANGERE CITY”
TABLE NO:-4.20
Classification of respondents on the basis of recommendation to others:

Yes 92 92%
No 8 8%
GRAPH NO:-4.20
Graphical representation of respondents on basis of recommendation to others:-
100%
80%
60%
40% Recommendation
20%
0%
YES
NO
Analysis:-
The above table shows that in survey of 100 respondents 92% recommends to others
and the rest 8% refused to do.
Interpretation:-
the Dove soaps 92% recommend to others.

DAVANGERE CITY”
TABLE NO:-4.21
Classification of respondents on the basis of any improvements towards dove

soaps:

Yes 65 65%
No 35 35%
GRAPH NO:-4.21
Graphical representation of respondents on basis of any improvement towards

Dove soaps:-
IMPROVEMENTS
35%
65%
Yes No

Analysis:-
The above table shows that in survey of 100 respondents 65% need improvements on
dove soaps, and 35% doesn’t need any improvements.
Interpretation:-
the Dove soaps 65% need Improvements.

DAVANGERE CITY”
TABLE NO:-4.22
Classification of respondents on the basis of satisfaction towards varieties of Dove

soaps:

Yes 88 88%
No 12 12%
GRAPH NO:-4.22
Graphical representation of respondents on the basis of satisfaction towards

varieties of Dove soaps:
Dove soaps results
100%
80%
60%
40%
20%
0%
Yes No
Analysis:-
The above table shows that in survey of 100 respondents 88% are satisfied with
varieties of dove soaps and 12% are not satisfied.
Interpretation:-
the Dove soaps 48% respondent are satisfied.

DAVANGERE CITY”
TABLE NO:-4.23
Classification of respondents on the basis of Dove soaps price :
Very expensive 22 22%
Expensive 52 52%
Fairly product 18 18%
Cheap 8 8%
GRAPH NO:-4.23
Graphical representation of respondents on basis of Dove soaps price:-
Price level
8%
22%
18%
52%
Analysis:-
The above table shows that in survey of 100 respondents 22% rated very expensive,
52% rated expensive, 18% rated fairly product and 8% rated cheap.
Interpretation:-
the Dove soaps 52% respondent rated as expensive.

DAVANGERE CITY”
CHAPTER:-05
FINDINGS, SUGGESTIONS, AND CONCLUSION
FINDINGS
1. The above study shows that most of the female prefer Dove soaps.
2. By the above analysis it is clear that respondent of 18years-25years prefer the Dove
soaps.
3. Occupation status of the most of the respondents are Professional.
4. Monthly income of the respondents who prefer the Dove soaps falls in the range of
10,000-15,000.
5. From the above analysis is it is clear that most of the respondents who purchase the
Dove soaps are based on 4-5 members family.
6. From the above analysis it is clear that most of respondent are satisfied with the price
range of the product.
7. From the above analysis it is clear that most of the respondents who purchase the
Dove soaps are influenced from geographic as well social factors .
Dove soaps prefer quality.
9. From the above analysis it is clear that most of the respondents who use dove soaps
more are in daily basis.
10. From the above analysis it is clear that most of the respondents who using the Dove
soaps are since 2-3 years.
11. From the above analysis it is clear that most of the respondents who purchase Dove
soaps prefer more Quality.
soaps spend 50-100/- per month.
Dove soaps expect less price.
Dove soaps are highly satisfactory.
soaps considered their skin care results as effective i.e., 55% respondents.
Dove soaps 94% are considered as ‘YES’ for their moisturising skin.

DAVANGERE CITY”
Dove soaps 52% considers soft.
Dove soaps 92% recommend to others.
Dove soaps 65% need Improvements.
Dove soaps 48% respondent are satisfied.
Dove soaps 52% respondent rated as expensive.
SUGGESTIONS
Suggestion is the psychological process by which one person guides the thoughts,
feelings, or behaviour of another person. This survey has given much of suggestion for
Titan watches. If these suggestion are implemented in the development of the product
the sales and the market value of the Titan watches would drastically increase and
may give better income. Also it may help in the satisfaction for the customer needs.
1. The company should come up with more varieties in skin care for Men’s section.
2. The company should bring mid-price range for men and women in latest soaps.
3. The company should bring up more fragrant soap varieties in men’s section.
4. The company should concentrate more on baby care section too.
5. The company should give new kind of soaps.
6. The company should launch soap papers too.
7. The company should come up with many price range of an individual product.
8. The company should offer more double packed soaps.
9. The company should bring organic products for better results of their customers.
10. The company should also focus on lotions, advanced hair shampoo, conditioners etc...
CONCLUSION
The concluding part of the study gives summary of the study in Roopakala. The
data and information collected from wide variety of sources have been categorically
analysed and findings of the study suggest that Indian corporates of giant size are
developing their competitive edge in the global market. It is in this context that
Unilever global company has developed its competitive strength and total quality

DAVANGERE CITY”
management in international market. The study has revealed certain findings in regard
to global marketing strategies of Unilever global company.
Brand awareness and implementing brand building techniques improved the retail
metrics.
Catchment analysis helps in identifying the target customers and make them loyal to
the company.
Though Dove has become leader in soap segment, more schemes and offers should be
introduced in order to remain in the soap market.
Strategies for building the operations include visual merchandising, advertising,
offerings, and reaching the customer satisfaction.

DAVANGERE CITY”
CHAPTER 06
ANNEXURE AND BIBLIOGRAPHY
6.1 Questionnaire
Dear Sir/Madam,
I Rhea Mohan, student of Davan institute of advanced management studies,
pursuing final year BBM, bearing URNO: M6307034. As a part of academic
curriculum, I have undertaken a project report on “Customer Satisfaction towards
Dove products (soaps) in roopakala” with special reference to Davangere city. I
kindly request you to spare few minutes in answering the following questions. The
information provided by you will be and only for academic purpose and will be kept
confidential. I hope you will co-operate in filling this questionnaire. I request you to
spare a few minutes to answer the following questions.
1. Name:
2. Address
3. Contact Number:
4. Gender:
A) Male [ ] B) Female [ ]
5. Age:
A) Below 18 [ ] C) 25 to 40 [ ]
B) 18 to 25 [ ] D) 40 and above [ ]
6. Educational qualification:
A) SSLC [ ] C) Post graduate [ ]
B) Others [ ] D) Graduate [ ]
7. Occupation:
A) Private/Government employee [ ] C) Professional [ ]
B) Businessman [ ] D) Others [ ]
8. Income level:
A) Below 5000 [ ] C) 10000- 15000 [ ]
B) 5000- 10000 [ ] D) 15000 and above [ ]
9. Number of Family Members:

DAVANGERE CITY”
A) Below 2 [ ] C) 4-5 members [ ]

B) 2-3 members [ ] D) 5 and above [ ]
10. Are you satisfied with DOVE soap?
A) Satisfied [ ] B) Not satisfied [ ]
11. How did you get to know about DOVE soaps?

A) Advertisement [ ] C) Family [ ]
B) Friends [ ] D) Word of mouth [ ]
12. What factors influence you to buy DOVE soaps?
A) Social factors [ ] C) Demographic factors

B) Psychological factors [ ] D) Geographic factors [ ]
13. What factors do you consider while buying DOVE soaps?
A) Brand name [ ] C) Price [ ]
B) Quality [ ] D) Quantity [ ]
14. How frequently do you use DOVE soaps?
A) Daily [ ] C) Weekly once [ ]
B) Alternative days [ ] D) Monthly once [ ]
15. Since how many years are you using DOVE soaps?
A) Below 1 year [ ] C) 3-5 years [ ]
B) 2-3 years [ ] D) 5 and above [ ]
16. Why do you prefer DOVE soaps?
A) Variety [ ] C) Fragrance [ ]
B) Quality [ ] D) Packaging [ ]
17. How much do you spend for DOVE soaps per month?
A) Below 50 [ ] C) 150- 200 [ ]

DAVANGERE CITY”
B) 50-100 [ ] D) 200 and above [ ]
18. What are your expectations towards DOVE soaps?
A) Quality [ ] C) Advertisement [ ]
B) Packaging [ ] D) Less Price [ ]
19. How much do you rate on your overall experience with DOVE soaps?
A) Highly satisfactory [ ] C) Neutral [ ]
B) Satisfactory [ ] D) Unsatisfactory [ ]
20. How was your skin care results after using DOVE soaps?
A) Good [ ] C) poor [ ]
B) Effective [ ] D) Ineffective [ ]
21. Does DOVE soaps helps in moisturizing your skin?
A) Yes [ ] B) No [ ]
22. How is the consistency of DOVE soaps?
A) Soft [ ] C) Watery [ ]
B) Milky [ ] D) Hard [ ]
23. Would you recommend DOVE soaps to others?
A) Yes [ ] B) No [ ]
24. Do you think any improvement is needed?
A) Yes [ ] B) No [ ]
25. Are you satisfied with the varieties available in DOVE soaps?
A) Yes [ ] B) No [ ]

DAVANGERE CITY”
26. How do you rate DOVE soaps price?
A) Very expensive [ ] C) Fairly product [ ]
B) Expensive [ ] D) Cheap [ ]
27. Point down your valuable feedback/suggestion about DOVE soaps?

_____________________________________________________
Thanks for your kind cooperation
Place:
Date: Signature

DAVANGERE CITY”
6.2 Bibliography:
1. Website
i. https://www.dove.co.in/company-profile
ii. https://wiki2.org/en/Dove_Company
2. Textbooks
a) Marketing Management by Philip Kotler for research design.
b) Marketing Management by B S Raman for research design.
c) Business Research Management for research design

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“CUSTOMER SATISFACTION TOWARDS DOVE PRODUCTS (SOAPS),

1.1 GENERAL INTRODUCTION.

1.2 SPECIFIC INTRODUCTION.

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 1

1.1 GENERAL INTRODUCTION:

HISTORY OF ANCIENT SOAPS:

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 2

ANCIENT MIDDLE EAST

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 3

MANUFACTURING PROCESS OF SOAPS/DETERGENTS

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 4

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 5

 Antibacterial soap: 75% of liquid soaps sold in US stores are antibacterial.

 Aromatherapy soaps: contain extracts of essential oils, considered to

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 6

SOAP INDUSTRY AND MARKET SHARE INSIGHTS:

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 7

capitalize on this trend by launching cost-effective products in developing

 Leading players are involved in mergers & acquisitions, strategic collaborations,

1.2 SPECIFIC INTRODUCTION:

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 8

Dove brand, founded by lever brothers (UNILEVER) originating in the United

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 9

DOVE BRAND EVOLUTION:

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 10

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 11

The Advertisements would similarly evolve, as Dove progressed and continued to

1. Washing and Bathing: Beauty Bar, Liquid Soaps, Body Wash.

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 12

GROWTH AND DEVELOPMENT:

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 13

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 14

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 15

 Statement of the problem

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 16

2.1 STATEMENT OF THE PROBLEM:

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 17

2.4 OPERATIONAL DEFINITION OFTHECONCEPT MARKET:

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 18

ELEMENTS OF MARKETING MIX

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 19

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 20

2.6 TYPES OF RESEARCH:

According to intent According to Methods of Study

1. Pure research 1. Experimental

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 21

B) ACCORDING TO METHODS OF STUDY

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 22

Data may be collected by observations or interviewing or mailing questionnaires.

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 23

2.8 TOOLS OF DATA COLLECTION:

They are explained as below:

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 24

consists of series of questions for the purpose of gathering information from

2.9 TECHNIQUES OFANALYSIS:

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 25

CHAPTER 2: RESEARCH DESIGN:

CHAPTER 3: PROFILE OF ORGANIZATION:

CHAPTER 4: ANALYSIS AND INTERPRETATION:

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 26

CHAPTER 5: SUMMARY OF THE FINDINGS AND

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 27

DAVAN INSTITUTE OF ADVANCED MANAGEMENT STUDIES, DAVANGERE CITY. Page 28

3.2 BACKGROUND OF THE COMPANY: