a study on customer satisfaction about p&g and hul

8/17/2019 A Study on Customer Satisfaction About p&g and Hul

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A STUDY ON CUSTOMER SATISFACTION ABOUT P&G AND HUL

A final project report

Submitted to

Punjab Technical University,

Jallandhar (India)

In fulfillment of the reuirements

to the de!ree of

"aster of #usiness Administration ("#A)

Submitted #y

$arpreet Sin!h

%oll &o' *+

Submitted To

"r' -eepa. Sood

Institute of "ana!ement Studies #haddal

Technical /ampus, %opar (Pb)'


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ACKNOWLEGEMENT

0irst of all the researcher 1ould li.e to than. the supreme po1er, the almi!hty !od, 1ho is the

one 1ho has al1ays !uided me to 1or. on the ri!ht path of my life'

The researcher 1ould li.e to e2press 1ord of than.s to all those 1ho have provided her 1ith

sincere advice and information durin! the course ' It 1as indeed a !reat pleasure 1or. in a very

cooperative, enthusiastic and learnin! atmosphere at I"S #haddal'

The researcher 1ould also li.e to e2press her sincere than.s to 0aculty 3uide, "r' -eepa. Sood

for her unstintin! !uidance and support throu!hout the project' She has been a !reat source of

motivation to researcher' She has provided me .no1led!e 1hich 1ill definitely help me to enrich

my career and help me to perform better in future'

Harpreet Sing


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TABLE OF CONTENTS

Seria! n"# T"pi$ Page n"#

' Introduction to industry 456

+' 7bjective of the study 8

9' %evie1 of literature :

9'' %esearch methodolo!y +4

' -ata Analysis +

' ;imitations 9+

*' 0indin!s 99

6' Su!!estions 9

8' /onclusion 9

:' #iblio!raphy 9*

4'


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INTRODUCTION OF THE INDUSTRY

0ast5movin! consumer !oods (0"/3) or consumer pac.a!ed !oods (/P3) are products that are

sold uic.ly and at relatively lo1 cost' =2amples include non5durable !oods such as soft drin.s,

toiletries, over5the5counter dru!s, processed foods and many other consumables' In contrast,

durable !oods or major appliances such as .itchen appliances are !enerally replaced over a

period of several years'

0"/3 have a short shelf life, either as a result of hi!h consumer demand or because the product

deteriorates rapidly' Some 0"/3s, such as meat, fruits and ve!etables, dairy products, and

ba.ed !oods, are hi!hly perishable' 7ther !oods, such as alcohol, toiletries, pre5pac.a!ed foods,soft drin.s, chocolate, candies, and cleanin! products, have hi!h turnover rates' The sales are

sometimes influenced by some holidays and season'

Thou!h the profit mar!in made on 0"/3 products is relatively small (more so for retailers than

the producers>suppliers), they are !enerally sold in lar!e uantities? thus, the cumulative profit on

such products can be substantial' 0"/3 is probably the most classic case of lo1 mar!in and

hi!h volume business'

The fast movin! consumer !oods (0"/3) se!ment is the fourth lar!est sector in the Indian

economy' The mar.et si@e of 0"/3 in India is estimated to !ro1 from US 94 billion in +4 to

US 6 billion in +48'

0ood products is the leadin! se!ment, accountin! for 9 per cent of the overall mar.et' Personal

care (++ per cent) and fabric care (+ per cent) come ne2t in terms of mar.et share'

3ro1in! a1areness, easier access, and chan!in! lifestyles have been the .ey !ro1th drivers for

the sector'

https://en.wikipedia.org/wiki/Low_costhttps://en.wikipedia.org/wiki/Soft_drinkhttps://en.wikipedia.org/wiki/Toiletrieshttps://en.wikipedia.org/wiki/Over-the-counter_drughttps://en.wikipedia.org/wiki/Processed_foodhttps://en.wikipedia.org/wiki/Consumableshttps://en.wikipedia.org/wiki/Durable_goodhttps://en.wikipedia.org/wiki/Shelf_lifehttps://en.wikipedia.org/wiki/Inventory_turnoverhttps://en.wikipedia.org/wiki/Soft_drinkhttps://en.wikipedia.org/wiki/Toiletrieshttps://en.wikipedia.org/wiki/Over-the-counter_drughttps://en.wikipedia.org/wiki/Processed_foodhttps://en.wikipedia.org/wiki/Consumableshttps://en.wikipedia.org/wiki/Durable_goodhttps://en.wikipedia.org/wiki/Shelf_lifehttps://en.wikipedia.org/wiki/Inventory_turnoverhttps://en.wikipedia.org/wiki/Low_cost


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What are FMCG goods?

0"/3 !oods are popularly .no1n as consumer pac.a!ed !oods' Items in this cate!ory include

all consumables (other than !roceries>pulses) people buy at re!ular intervals' The most common

in the list are toilet soaps, deter!ents, shampoos, toothpaste, shavin! products, shoe polish,

pac.a!ed foodstuff, and household accessories and e2tends to certain electronic !oods' These

items are meant for daily of freuent consumption and have a hi!h return'

Rural – set to rise

%ural areas e2pected to be the major driver for 0"/3, as !ro1th continues to be hi!h in these

re!ions' %ural areas sa1 a * per cent, as a!ainst + per cent rise in urban areas' "ost companies

rushed to capitali@e on this, as they uic.ly 1ent about increasin! direct distribution and

providin! better infrastructure' /ompanies are also 1or.in! to1ards creatin! specific products

specially tar!eted for the rural mar.et'

The 3overnment of India has also been supportin! the rural population 1ith hi!her minimum

support prices ("SPs), loan 1aivers, and disbursements throu!h the &ational %ural =mployment

3uarantee Act (&%=3A) pro!ramme' These measures have helped in reducin! poverty in rural

India and !iven a boost to rural purchasin! po1er'

$ence rural demand is set to rise 1ith risin! incomes and !reater a1areness of brands'

Urban trends

Bith rise in disposable incomes, mid5 and hi!h5income consumers in urban areas have shifted

their purchasin! trend from essential to premium products' In response, firms have startedenhancin! their premium products portfolio' Indian and multinational 0"/3 players are

levera!in! India as a strate!ic sourcin! hub for cost5competitive product development and

manufacturin! to cater to international mar.ets'


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Top Companies

Accordin! to the study conducted by A/ &ielsen, *+ of the top 44 brands are o1ned by "&/s,

and the balance by Indian companies' 0ifteen companies o1n these *+ brands, and +6 of these

are o1ned by $industan Unilever'

The top ten India FMCG brands are:

' $industan Unilever ;td'

+' IT/ (Indian Tobacco /ompany)

9' &estlC India

'3/""0 (A"U;)

-abur India

*'Asian Paints (India)

6'/adbury India

8'#ritannia Industries

:'Procter D 3amble $y!iene and $ealth /are

4'"arico Industries

What the millenniums expect

Accordin! to a study by T"B and "ar.etin! Sciences that surveyed +,444 people across

different a!e !roups ran!in!, youn! consumers are the most ErationalF and li.ely to spend more

time 1ei!hin! up potential purchases' The survey also su!!ests that youn!er people are usin!

recommendations from their peers about products and services in order to ma.e rational

purchase decisions' Accordin! to the study, shoppers a!ed 8 to + are 6 per cent more li.ely

to use recommendations on social media than shoppers a!ed + and over'

Another .ey factor today is G speed' TodayHs consumer 1ants pac.a!ed !oods that 1or. better,

faster, and smarter' The need for speed trend hi!hli!hts the importance of speed as a potentially

decisive purchase factor for pac.a!ed !oods products in a 1orld 1here distinctions bet1een

products are shrin.in!'


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Koun!er consumers e2press the !reatest need for speed, not a hu!e surprise for the Smartphone

!eneration' -ata monitorFs +49 /onsumer Survey found that youn!er consumers those in the

5+ year old a!e !roup 1ere t1ice as li.ely to say that results are achieved uic.ly has a

very hi!h amount of influence on their health and beauty product choices than consumers in

the oldest a!e !roup, those a!ed * or older' Speed matters, and +4 1ill almost certainly see

the introduction of ne1 !ame5chan!in! timesavers'

Road head

0"/3 brands 1ould need to focus on %D- and innovation as a means of !ro1th' /ompanies

that continue to do 1ell 1ould be the ones that have a culture that promotes usin! customer

insi!hts to create either the ne2t !eneration of products or in some cases, ne1 product cate!ories'

7ne area that 1e see !lobal and local 0"/3 brands investin! more in is health and 1ellness'

$ealth and 1ellness is a me!a trend shapin! consumer preferences and shoppin! habits and

0"/3 brands are listenin!' ;eadin! !lobal and Indian food and bevera!e brands have embraced

this trend and are focused on creatin! ne1 emer!in! brands in health and 1ellness'

Accordin! to the P1/50I//I report Binds of chan!e, +49L the 1ellness consumer, nutrition

foods, bevera!es and supplements comprise a I&% billion to 4 billion mar.et in India, is

!ro1in! at a /A3% of 4 to +M'

Financial !tatus

The consumer durables mar.et is e2pected to reach US +' billion in +4 and US +4'*

billion by +4+4' Urban mar.ets account for the major share (* per cent) of total revenues in the

consumer durables sector in India' There is a lot of scope for !ro1th from rural mar.ets 1ith

consumption e2pected to !ro1 in these areas as penetration of brands increases' Also demand for

durables li.e refri!erators as 1ell as consumer electronic !oods are li.ely to 1itness !ro1in!

demand in the comin! years in the rural mar.ets as the !overnment plans to invest si!nificantly

in rural electrification'


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The 0"/3 sector has !ro1n at an annual avera!e of about per cent over the last decade' The

overall 0"/3 mar.et is e2pected to increase at (/A3%) of '6 per cent to touch US 4'

billion durin! +4+5+4+4, 1ith the rural 0"/3 mar.et anticipated to increase at a /A3% of

6'6 per cent to reach US 44 billion durin! +4+5+4+'0ood products is the leadin! se!ment,

accountin! for 9 per cent of the overall mar.et' Personal care (++ per cent) and fabric care (+

per cent) come ne2t in terms of mar.et share'

3ro1in! a1areness, easier access, and chan!in! lifestyles have been the .ey !ro1th drivers for

the consumer mar.et' The 3overnment of IndiaHs policies and re!ulatory frame1or.s such as

rela2ation of license rules and approval of per cent forei!n direct investment (0-I) in multi5

brand and 44 per cent in sin!le5brand retail are some of the major !ro1th drivers for the

consumer mar.et'


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INTRODUCTION OF COMPANIES

"industan Unile#er $imited

In the summer of 888, visitors to the Nol.ata harbour noticed crates full of Sunli!ht soap bars ,

embossed 1ith the 1ords "ade in =n!land by ;ever #rothers' Bith it, be!an an era

of mar.etin! branded 0ast "ovin! /onsumer 3oods (0"/3)

Soon after follo1ed ;ifebuoy in 8: and other famous brands li.e Pears, ;u2 and

Oim' Oanaspati 1as launched in :8 and the famous -alda brand came to the mar.et in

:96'In :9, Unilever set up its first Indian subsidiary, $industan Oanaspati "anufacturin!

/ompany, follo1ed by ;ever #rothers India ;imited (:99) and United Traders ;imited (:9)'

These three companies mer!ed to form $U; in &ovember :*? $U; offered 4M of its euity

to the Indian public, bein! the first amon! the forei!n subsidiaries to do so' Unilever

no1 holds +'4M eui ty in the company' The rest of the shareholdin! is distributed amon!

about 9*4,*6 individual shareholders and financial institutions'

$industan Unilever ;imited ($U;) is IndiaHs lar!est 0ast "ovin! /onsumer 3oods

/ompany 1ith a herita!e of over 6 years in India and touches the lives of t1o out of three

Indians'$U; 1or.s to create a better future every day and helps people feel !ood, loo. !ood and

!et more out of life 1ith brands and services that are !ood for them and !ood for others'

B it h o ve r 9 b ra n ds s pa n ni n! + 4 d is ti n ct c at e! o ri es s uc h a s s oa p s,

de t e r!en t s , shampoos, s.in care, toothpastes, deodorants, cosmetics, tea, coffee, pac.a!ed

foods, ice cream, and 1ater purifiers, the /ompany is a part of the everyday life of millions of

consumers across India' Its portfolio includes leadin! household brands such as;u2, ;ifebuoy, Surf =2cel , %in, Bheel, 0ai r D ;ovely, PondFs, Oasel ine,

;a.mC,-ove , / l i n i c P l us , Suns i l . , Pep s oden t , / l os eup , A2e , #r oo.e #ond ,

# r u , N n o r r, Nissan, N1ality BallFs and Pureit' T h e / o m p a n y h a s o v e r

* , 4 4 4 e m p l o y e e s a n d h a s a n a n n u a l t u r n o v e r o f a r o und %s ': ,

44 c r o r es ( f i nanc i a l yea r +44 5 +4) ' $U; i s a s ubs i d i a r y o f Un i l eve r ,

one of the 1orldFs leadin! suppliers of fast movin! consumer !oods 1ith stron!

local roots in more than 44 countries across the !lobe 1ith annual sales of about

billion in +4' Unilever has about +M shareholdin! in $U;'

$industan Unilever ;imited is IndiaHs lar!est 0ast "ovin! /onsumer 3oods (0"/3) /ompany'It is present in $ome D Personal /are and 0oods D #evera!es cate!ories'$U; and 3roup

companies have about ,444 employees, includin! +44 mana!ers' The fundamental

princ ip le determin in! the or!ani@at ion st ruc ture is to in fuse speed and fle2ib il it y in

decision5ma.in! and implementation, 1ith empo1ered mana!ers across the companyFs

nation1ide operations'


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$industan Unilever ;imited ($U;) is an Indian consumer !oods company based in "umbai,

"aharashtra' It is o1ned by An!lo5-utch company Unilever 1hich o1ns a *6M controllin!

share in $U; as of "arch +4 and is the holdin! company of $U;'Q+R $U;Hs products include

foods, bevera!es, cleanin! a!ents, personal care products and 1ater purifiers'

$U; 1as established in :99 as ;ever #rothers and, in :*, became .no1n as $industan ;ever ;imited, as a result of a mer!er bet1een ;ever #rothers, $industan Oanaspati "f!' /o' ;td' and

United Traders ;td' It is headuartered in "umbai, India and employs over *,444 1or.ers,Q+R

1hilst also indirectly helpin! to facilitate the employment of over *,444 people' The company

1as renamed in June +446 as $industan Unilever ;imited'

$industan UnileverHs distribution covers over + million retail outlets across India directly and its

products are available in over *' million outlets in the country' As per &ielsen mar.et research

data, t1o out of three Indians use $U; products'

%rands

$U; is the mar.et leader in Indian consumer products 1ith presence in over +4 consumer

cate!ories such as soaps, tea, deter!ents and shampoos amon!st others 1ith over 644 million

Indian consumers usin! its products' Si2teen of $U;Hs brands featured in the A/&ielsen #rand

=uity list of 44 "ost Trusted #rands Annual Survey (+4), carried out by #rand =uity, a

supplement of The =conomic Times'

The most trusted brands from $U; in the top 44 list (their ran.in!s in brac.ets) areL ;u2 (*),

Surf =2cel (6), /linic Plus (8), %in (9), ;ifebuoy (), /lose up (+), PondHs (++), Pepsodent

(+), 0air D ;ovely (+:), -ove (94), Sunsil. (9), Oim (8), Bheel (*6), Oaseline (64),Pears

(68), ;a.me (:)'

The latest launches for $industan Unilever includeL Nnorr /hinese &oodles, Sche@1an and $ot

D Spicy, ;a.me Absolute Sculpt %an!e, ;a.me ;ip ;ove, "a!num /hoco /appuccino and A2e

3old Temptation'

The Institute of /ompetitiveness, India, has reco!ni@ed $industan Unilever ;imitedFs Project

Sha.ti for E/reatin! Shared OalueF and besto1ed upon the company the Porter Pri@e for +4'

$U; 1as the hi!hest ran.ed Indian company on the 0orbes list of E"ost Innovative

/ompaniesF across the !lobe for +4'

Bas ran.ed number three on 0ortune IndiaFs list of IndiaFs most admired companies' In the list

compiled 1ith the help of !lobal mana!ement consultancy $ay 3roup'

$U; 1as reco!ni@ed as top 0"/3 /ompany in India by -un D #radstreet /orporate A1ards

+4' $U; is /lient of the Kear at =ffies +49 G +4' $industan Unilever ;imited 1as

https://en.wikipedia.org/wiki/Fast_moving_consumer_goodshttps://en.wikipedia.org/wiki/Mumbai,_Maharashtrahttps://en.wikipedia.org/wiki/Mumbai,_Maharashtrahttps://en.wikipedia.org/wiki/Unileverhttps://en.wikipedia.org/wiki/Hindustan_Unilever#cite_note-Who_we_are-2https://en.wikipedia.org/wiki/Cleaning_agenthttps://en.wikipedia.org/wiki/Personal_care_productshttps://en.wikipedia.org/wiki/Lever_Brothershttps://en.wikipedia.org/wiki/Mumbaihttps://en.wikipedia.org/wiki/Hindustan_Unilever#cite_note-Who_we_are-2https://en.wikipedia.org/wiki/ACNielsenhttps://en.wikipedia.org/wiki/The_Economic_Timeshttps://en.wikipedia.org/wiki/Fast_moving_consumer_goodshttps://en.wikipedia.org/wiki/Mumbai,_Maharashtrahttps://en.wikipedia.org/wiki/Mumbai,_Maharashtrahttps://en.wikipedia.org/wiki/Unileverhttps://en.wikipedia.org/wiki/Hindustan_Unilever#cite_note-Who_we_are-2https://en.wikipedia.org/wiki/Cleaning_agenthttps://en.wikipedia.org/wiki/Personal_care_productshttps://en.wikipedia.org/wiki/Lever_Brothershttps://en.wikipedia.org/wiki/Mumbaihttps://en.wikipedia.org/wiki/Hindustan_Unilever#cite_note-Who_we_are-2https://en.wikipedia.org/wiki/ACNielsenhttps://en.wikipedia.org/wiki/The_Economic_Times


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reco!nised as the H/onscious /apitalist of the KearH at the +49 0orbes India ;eadership A1ards'

$U; 1on + a1ards overall 1ith 3olds, Silvers and #ron@es at the +49 =mvies A1ards'

$U; ran.s number t1o on the on 0ortune IndiaHs +49 H4 "ost Admired /ompanies listH'

$industan Unilever ;imited has emer!ed as the &o' H"ost %espected /ompany in IndiaH in a

survey conducted by #usiness Borld in +49'

As per the latest &ielsen /ampus Trac.5business school survey released in "arch +4,

$industan Unilever has emer!ed as the &o' employer of choice for #5school students 1ho 1ill

!raduate in +49, across functions' $U; also retained the H-ream =mployerH status for the *th

year runnin! and continues to be the top company considered for application by #5School

student in India'

In +4+, $U; 1as reco!ni@ed as one of the 1orldHs most innovative companies by 0orbes' Bith

a ran.in! of number *, it 1as the hi!hest ran.ed 0"/3 /ompany'

$industan Unilever ;imited ($U;) 1on the first pri@e at 0I//I Bater A1ards +4+ under the

cate!ory of Hcommunity initiatives by industryH for 3undar #asin Project, a 1ater conservation

initiative'

$industan Unilever ;imited 1on 9 a1ards at the =mvies +4+ "edia A1ards or!anised by the

Advertisin! /lub #ombay in September +4+'

The company received four a1ards at the Spi.es Asia A1ards +4+, held in September' The

a1ards included one 3rand Pri2 one 3old A1ard and t1o Silver A1ards'

$U;Hs /hhind1ara Unit 1on the &ational Safety A1ard for outstandin! performance in

Industrial Safety' These a1ards 1ere instituted by the Union "inistry of ;abour and

=mployment in :*'

$U; 1as one of the ei!ht Indian companies to be featured on the 0orbes list of BorldHs "ost

%eputed companies in +446'

In July +4+ $industan Unilever ;imited 1on the 3olden Peacoc. 7ccupational $ealth and

Safety A1ard for +4+ in the 0"/3 cate!ory for its safety and health initiatives and continuous

improvement on .ey metrics'

$industan Unilever ;imited is rated as best 9/i /ompany 1hich is re!istered 1ith &ationalIndustrial /lassification /ode 4'

PondHs Talcum Po1derHs pac.a!in! innovation has secured a Silver A1ard at the presti!ious +th

-uPont 3lobal Pac.a!in! A1ard, in "ay +4+'The brand 1as reco!ni@ed for cost and 1aste

reduction'

https://en.wikipedia.org/wiki/Nielsen_Companyhttps://en.wikipedia.org/wiki/Nielsen_Company


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In "ay +4+, $U; D Star #a@aar received the silver a1ard for H/reatin! /onsumer Oalue

throu!h Joint Promotional and =vent 0orecastin!H at the 9th =/% =fficient /onsumer %esponse

Asia Pacific /onference'

In +4, $U; 1as named the most innovative company in India by 0orbes and ran.ed *th in the

top 4 list of most innovative companies in the 1orld'

$industan Unilever ;td received the &ational A1ard for =2cellence in /orporate 3overnance

+4 of the Institute of /ompany Secretaries of India (I/SI) for e2cellence in corporate

!overnance

In +4+, $industan Unilever emer!ed as the &o' employer of choice for #5School students

1ho 1ill !raduate in +4+' In addition, $U; also retained the H-ream =mployerH status for the

9rd year runnin!'

$industan Unilever ran.ed &o' + in 0ortune IndiaHs "ost Admired /ompanies list, 1hich 1as

released by 0ortune India in partnership 1ith the $ay 3roup' The company received the hi!hest

scores for endurance and financial soundness'

$U; 1as ran.ed 6th in The #rand Trust %eport +4 published by Trust %esearch Advisory' 9*

$U; brands also featured in the list includin! ;u2, -ove, ;ipton, Oim, Nissan, #ru, %e2ona,

/lose Up, /linic Plus, PondHs, Nnorr, and Pepsodent amon! others''

$U; emer!ed as the top H-ream =mployerH as 1ell as the top company considered for

application in the annual #5School Survey conducted by &ielsen in &ovember +44' This 1as

the second successive year that $U; has been rated as the top H-ream =mployerH in India' $U;

has also emer!ed as the top employer of choice amon! the top si2 Indian Institutes of "ana!ement (II"A, #, /, ;, N and I)'

$U; 1on three a1ards at the H// A1aa@ Storyboard /onsumer A1ardsH in +4 G "ost

%ecommended 0"/3 /ompany of the Kear? "ost /onsumer /onscious /ompany of the Kear

and -i!ital "ar.eter of the Kear'

The company 1as felicitated in April +44 for receivin! the hi!hest number of patents in the

year +44: at Annual Intellectual Property A1ards +44'

In +446, $industan Unilever 1as rated as the most respected company in India for the past +

years by %usiness&orld , one of IndiaHs leadin! business ma!a@ines' The ratin! 1as based on acompilation of the ma!a@ineHs annual survey of IndiaHs most reputed companies over the past +

years'

$U; is one of the countryHs lar!est e2porters? it has been reco!nised as a 3olden Super Star

Tradin! $ouse by the 3overnment of India'

https://en.wikipedia.org/wiki/Efficient_Consumer_Responsehttps://en.wikipedia.org/wiki/The_Brand_Trust_Reporthttps://en.wikipedia.org/wiki/Dovehttps://en.wikipedia.org/wiki/Liptonhttps://en.wikipedia.org/wiki/Vim_(cleaning_product)https://en.wikipedia.org/wiki/Rexonahttps://en.wikipedia.org/wiki/Close-uphttps://en.wikipedia.org/wiki/Pond'shttps://en.wikipedia.org/wiki/Pepsodenthttps://en.wikipedia.org/wiki/Indian_Institutes_of_Managementhttps://en.wikipedia.org/wiki/Indian_Institutes_of_Managementhttps://en.wikipedia.org/wiki/CNBC_Awaazhttps://en.wikipedia.org/wiki/Businessworldhttps://en.wikipedia.org/wiki/Efficient_Consumer_Responsehttps://en.wikipedia.org/wiki/The_Brand_Trust_Reporthttps://en.wikipedia.org/wiki/Dovehttps://en.wikipedia.org/wiki/Liptonhttps://en.wikipedia.org/wiki/Vim_(cleaning_product)https://en.wikipedia.org/wiki/Rexonahttps://en.wikipedia.org/wiki/Close-uphttps://en.wikipedia.org/wiki/Pond'shttps://en.wikipedia.org/wiki/Pepsodenthttps://en.wikipedia.org/wiki/Indian_Institutes_of_Managementhttps://en.wikipedia.org/wiki/Indian_Institutes_of_Managementhttps://en.wikipedia.org/wiki/CNBC_Awaazhttps://en.wikipedia.org/wiki/Businessworld


13/37

'roducts

• Personal 1ashL5

;u2' ;ifebuoy, ;iril , $amam, #ree@e, "oti , -ove, Pears and %e2ona

• ;aundryL5

Surf =2cel, sun li!ht, %in , Bheel D Ala bleech• -ish1asher L5

Oim

• -isinfectantsL5

-ome2, cif

• 0oodsL5

Nissan (Jam, Netchup , Suashes), Annapurna( Aata and salt), Nnorr Soups,"odern

#read

• Ice5creamL5

N1ality BallHs

• #e1era!esL5

TeaL5#roo.e bond, ;ipton, taj mahal/offeeL5#roo.e bond bru

• #eauty ProductsL5

0air D ;ovely, ;a.me, Ponds, Oaseline and Aviance

• $air5/areL5

Sunsil. naturals, /linic , -ove and ;ifebouy

• 7ral5/areL5

Pepsodent and /lose5up

• -eo spray L5A2e and %e2ona

• Bater PurifierL5

Pureit

• Ayurvedic Personal D health careL5

Ayush

'rocter ( Gamble


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Procter D 3amble /o', also .no1n as PD3, is an American multinational consumer !oods

company headuartered in do1nto1n /incinnati, 7hio, United States, founded by Billiam

Procter and James 3amble, both from the United Nin!dom' Its products include cleanin! a!ents,

and personal care products' Prior to the sale of Prin!les to the Nello!! /ompany, its product line

also included foods and bevera!es'

In +4, PD3 recorded 89' billion in sales' 7n Au!ust , +4, PD3 announced it 1as

streamlinin! the company, droppin! around 44 brands and concentratin! on the remainin! *

brands, 1hich produced : percent of the companyHs profits' A'3' ;afley, the companyHs

chairman, president and /=7 until 7ctober 9, +4, said the future PD3 1ould be a much

simpler, much less comple2 company of leadin! brands thatHs easier to mana!e and operate'

-avid Taylor became PD3 /=7 and President effective &ovember , +4' PD3 remains a

hi!hly selective employer as less than M of all applicants are hired annually

"istor)

7ri!ins

/andle ma.er Billiam Procter and soap ma.er James 3amble, both born in the United Nin!dom

of 3reat #ritain and Ireland, emi!rated from =n!land and Ireland respectively' They settled in

/incinnati initially and met 1hen they married sisters, 7livia and =li@abeth &orris' Ale2ander

&orris, their father5in5la1, called a meetin! in 1hich he persuaded his ne1 sons5in5la1 to

become business partners' 7n 7ctober 9, 896, as a result of the su!!estion, Procter D 3amble

1as created'

In 88G8:, sales reached million' #y that point, appro2imately 84 employees 1or.ed for

Procter D 3amble' -urin! the American /ivil Bar , the company 1on contracts to supply the

Union Army 1ith soap and candles' In addition to the increased profits e2perienced durin! the

1ar, the military contracts introduced soldiers from all over the country to Procter D 3ambleHs

products'

In the 884s, Procter D 3amble be!an to mar.et a ne1 product, an ine2pensive soap that floats

in 1ater' The company called the soap Ivory' Billiam Arnett Procter, Billiam ProcterHs !randson,

be!an a profit5sharin! pro!ram for the companyHs 1or.force in 886' #y !ivin! the 1or.ers a

sta.e in the company, he correctly assumed that they 1ould be less li.ely to !o on stri.e'

The company be!an to build factories in other locations in the United States because the demand

for products had out!ro1n the capacity of the /incinnati facilities' The companyHs leaders be!an

to diversify its products as 1ell and, in :, be!an producin! /risco, a shortenin! made of

ve!etable oils rather than animal fats' As radio became more popular in the :+4s and :94s, the

https://en.wikipedia.org/wiki/Multinational_corporationhttps://en.wikipedia.org/wiki/Fast_moving_consumer_goodshttps://en.wikipedia.org/wiki/Downtown_Cincinnatihttps://en.wikipedia.org/wiki/William_Procter_(candlemaker)https://en.wikipedia.org/wiki/William_Procter_(candlemaker)https://en.wikipedia.org/wiki/James_Gamble_(industrialist)https://en.wikipedia.org/wiki/Cleaning_agenthttps://en.wikipedia.org/wiki/Personal_carehttps://en.wikipedia.org/wiki/Pringleshttps://en.wikipedia.org/wiki/Kellogg_Companyhttps://en.wikipedia.org/wiki/A.G._Lafleyhttps://en.wikipedia.org/wiki/United_Kingdom_of_Great_Britain_and_Irelandhttps://en.wikipedia.org/wiki/United_Kingdom_of_Great_Britain_and_Irelandhttps://en.wikipedia.org/wiki/American_Civil_Warhttps://en.wikipedia.org/wiki/Union_Armyhttps://en.wikipedia.org/wiki/Candlehttps://en.wikipedia.org/wiki/Ivory_(soap)https://en.wikipedia.org/wiki/Profit-sharinghttps://en.wikipedia.org/wiki/Workforcehttps://en.wikipedia.org/wiki/Criscohttps://en.wikipedia.org/wiki/Shorteninghttps://en.wikipedia.org/wiki/Vegetable_oilshttps://en.wikipedia.org/wiki/Animal_fathttps://en.wikipedia.org/wiki/Multinational_corporationhttps://en.wikipedia.org/wiki/Fast_moving_consumer_goodshttps://en.wikipedia.org/wiki/Downtown_Cincinnatihttps://en.wikipedia.org/wiki/William_Procter_(candlemaker)https://en.wikipedia.org/wiki/William_Procter_(candlemaker)https://en.wikipedia.org/wiki/James_Gamble_(industrialist)https://en.wikipedia.org/wiki/Cleaning_agenthttps://en.wikipedia.org/wiki/Personal_carehttps://en.wikipedia.org/wiki/Pringleshttps://en.wikipedia.org/wiki/Kellogg_Companyhttps://en.wikipedia.org/wiki/A.G._Lafleyhttps://en.wikipedia.org/wiki/United_Kingdom_of_Great_Britain_and_Irelandhttps://en.wikipedia.org/wiki/United_Kingdom_of_Great_Britain_and_Irelandhttps://en.wikipedia.org/wiki/American_Civil_Warhttps://en.wikipedia.org/wiki/Union_Armyhttps://en.wikipedia.org/wiki/Candlehttps://en.wikipedia.org/wiki/Ivory_(soap)https://en.wikipedia.org/wiki/Profit-sharinghttps://en.wikipedia.org/wiki/Workforcehttps://en.wikipedia.org/wiki/Criscohttps://en.wikipedia.org/wiki/Shorteninghttps://en.wikipedia.org/wiki/Vegetable_oilshttps://en.wikipedia.org/wiki/Animal_fat


15/37

company sponsored a number of radio pro!rams' As a result, these sho1s often became

commonly .no1n as soap operas'

International e2pansion

The company moved into other countries, both in terms of manufacturin! and product sales, becomin! an international corporation 1ith its :94 acuisition of the Thomas $edley /o',

based in &e1castle upon Tyne, =n!land' After this acuisition, Procter D 3amble had their UN

$eaduarters at H$edley $ouseH in &e1castle upon Tyne, until uite recently' &umerous ne1

products and brand names 1ere introduced over time, and Procter D 3amble be!an branchin!

out into ne1 areas' The company introduced Tide laundry deter!ent in :* and Prell shampoo

in :6' In :, Procter D 3amble be!an sellin! the first toothpaste to contain fluoride, .no1n

as /rest' #ranchin! out once a!ain in :6, the company purchased /harmin Paper "ills and

be!an manufacturin! toilet paper and other paper products' 7nce a!ain focusin! on laundry,

Procter D 3amble be!an ma.in! -o1ny fabric softener in :*4 and #ounce fabric softener

sheets in :6+'

7ne of the most revolutionary products to come out on the mar.et 1as the companyHs Pampers,

first test5mar.eted in :*, the same year Procter D 3amble came out 1ith $ead D Shoulders'

Prior to this point disposable diapers 1ere not popular, althou!h Johnson D Johnson had

developed a product called /hu2' #abies al1ays 1ore cloth diapers, 1hich 1ere lea.y and labor5

intensive to 1ash' Pampers provided a convenient alternative, albeit at the environmental cost of

more 1aste reuirin! landfillin!'

0urther developments

Procter D 3amble acuired a number of other companies that diversified its product line and

si!nificantly increased profits' These acuisitions included 0ol!ers /offee, &or1ich =aton

Pharmaceuticals (the ma.ers of Pepto5#ismol), %ichardson5Oic.s, &o2ell ( &o2@ema), ShultonHs

7ld Spice, "a2 0actor , the Iams /ompany, and Pantene amon! others' In ::, the company

made headlines for bi! losses resultin! from levered positions in interest rate derivatives, and

subseuently sued #an.ers Trust for fraud? this placed their mana!ement in the unusual position

of testifyin! in court that they had entered into transactions that they 1ere not capable of

understandin!' In ::*, PD3 a!ain made headlines 1hen the 0ood and -ru! Administration

approved a ne1 product developed by the company, 7lestra' Also .no1n by its brand name

H7leanH, 7lestra is a lo1er5calorie substitute for fat in coo.in! potato chips and other snac.s'

In January +44 PD3 announced the acuisition of 3illette, formin! the lar!est consumer !oods

company and placin! Unilever into second place' This added brands such as 3illette ra@ors,

-uracell, #raun, and 7ral5# to their stable' The acuisition 1as approved by the =uropean

Union and the 0ederal Trade /ommission, 1ith conditions to a spinoff of certain overlappin!

brands' PD3 a!reed to sell its Spin #rush battery5operated electric toothbrush business to

/hurch D -1i!ht, and 3illetteHs %embrandt toothpaste line to Johnson D Johnson' The

https://en.wikipedia.org/wiki/Thomas_Hedley_Co.https://en.wikipedia.org/wiki/Newcastle_upon_Tynehttps://en.wikipedia.org/wiki/Newcastle_upon_Tynehttps://en.wikipedia.org/wiki/Tide_(brand)https://en.wikipedia.org/wiki/Detergenthttps://en.wikipedia.org/wiki/Prellhttps://en.wikipedia.org/wiki/Fluoridehttps://en.wikipedia.org/wiki/Crest_(toothpaste)https://en.wikipedia.org/wiki/Charminhttps://en.wikipedia.org/wiki/Downyhttps://en.wikipedia.org/wiki/Fabric_softenerhttps://en.wikipedia.org/wiki/Pampershttps://en.wikipedia.org/wiki/Head_%26_Shouldershttps://en.wikipedia.org/wiki/Disposable_diapershttps://en.wikipedia.org/wiki/Johnson_%26_Johnsonhttps://en.wikipedia.org/wiki/Folgers_Coffeehttps://en.wikipedia.org/wiki/Pepto-Bismolhttps://en.wikipedia.org/wiki/Noxzemahttps://en.wikipedia.org/wiki/Old_Spicehttps://en.wikipedia.org/wiki/Max_Factorhttps://en.wikipedia.org/wiki/Iamshttps://en.wikipedia.org/wiki/Pantenehttps://en.wikipedia.org/wiki/Interest_rate_derivativehttps://en.wikipedia.org/wiki/Bankers_Trusthttps://en.wikipedia.org/wiki/Food_and_Drug_Administrationhttps://en.wikipedia.org/wiki/Olestrahttps://en.wikipedia.org/wiki/Potato_chiphttps://en.wikipedia.org/wiki/Gillette_(brand)https://en.wikipedia.org/wiki/Unileverhttps://en.wikipedia.org/wiki/Duracellhttps://en.wikipedia.org/wiki/Braun_(company)https://en.wikipedia.org/wiki/Oral-Bhttps://en.wikipedia.org/wiki/European_Unionhttps://en.wikipedia.org/wiki/European_Unionhttps://en.wikipedia.org/wiki/Federal_Trade_Commissionhttps://en.wikipedia.org/wiki/Electric_toothbrushhttps://en.wikipedia.org/wiki/Church_%26_Dwighthttps://en.wikipedia.org/wiki/Rembrandt_toothpastehttps://en.wikipedia.org/wiki/Johnson_%26_Johnsonhttps://en.wikipedia.org/wiki/Thomas_Hedley_Co.https://en.wikipedia.org/wiki/Newcastle_upon_Tynehttps://en.wikipedia.org/wiki/Newcastle_upon_Tynehttps://en.wikipedia.org/wiki/Tide_(brand)https://en.wikipedia.org/wiki/Detergenthttps://en.wikipedia.org/wiki/Prellhttps://en.wikipedia.org/wiki/Fluoridehttps://en.wikipedia.org/wiki/Crest_(toothpaste)https://en.wikipedia.org/wiki/Charminhttps://en.wikipedia.org/wiki/Downyhttps://en.wikipedia.org/wiki/Fabric_softenerhttps://en.wikipedia.org/wiki/Pampershttps://en.wikipedia.org/wiki/Head_%26_Shouldershttps://en.wikipedia.org/wiki/Disposable_diapershttps://en.wikipedia.org/wiki/Johnson_%26_Johnsonhttps://en.wikipedia.org/wiki/Folgers_Coffeehttps://en.wikipedia.org/wiki/Pepto-Bismolhttps://en.wikipedia.org/wiki/Noxzemahttps://en.wikipedia.org/wiki/Old_Spicehttps://en.wikipedia.org/wiki/Max_Factorhttps://en.wikipedia.org/wiki/Iamshttps://en.wikipedia.org/wiki/Pantenehttps://en.wikipedia.org/wiki/Interest_rate_derivativehttps://en.wikipedia.org/wiki/Bankers_Trusthttps://en.wikipedia.org/wiki/Food_and_Drug_Administrationhttps://en.wikipedia.org/wiki/Olestrahttps://en.wikipedia.org/wiki/Potato_chiphttps://en.wikipedia.org/wiki/Gillette_(brand)https://en.wikipedia.org/wiki/Unileverhttps://en.wikipedia.org/wiki/Duracellhttps://en.wikipedia.org/wiki/Braun_(company)https://en.wikipedia.org/wiki/Oral-Bhttps://en.wikipedia.org/wiki/European_Unionhttps://en.wikipedia.org/wiki/European_Unionhttps://en.wikipedia.org/wiki/Federal_Trade_Commissionhttps://en.wikipedia.org/wiki/Electric_toothbrushhttps://en.wikipedia.org/wiki/Church_%26_Dwighthttps://en.wikipedia.org/wiki/Rembrandt_toothpastehttps://en.wikipedia.org/wiki/Johnson_%26_Johnson


16/37

deodorant brands %i!ht 3uard, Soft and -ry, and -ry Idea 1ere sold to -ial /orporation' The

companies officially mer!ed on 7ctober , +44' ;iuid Paper , and 3illetteHs stationery division,

Paper "ate 1ere sold to &e1ell %ubbermaid' In +448, PD3 branched into the record business

1ith its sponsorship of Ta! %ecords, as an endorsement for TA3 #ody Spray'

PD3Hs dominance in many cate!ories of consumer products ma.es its brand mana!ementdecisions 1orthy of study' 0or e2ample, PD3Hs corporate strate!ists must account for the

li.elihood of one of their products cannibali@in! the sales of another '

7n Au!ust +, +44: the Ireland5based pharmaceutical company Barner /hilcott announced they

had bou!ht PD3Hs prescription5dru! business for 9' billion'

PD3 e2ited the food business in +4+ 1hen it sold its Prin!les snac. food business to Nello!!Hs

for +'6 billion after the +'9 billion deal 1ith former suitor -iamond 0oods fell short' The

company had previously sold Jif peanut butter and 0ol!ers coffee in separate transactions to

Smuc.erHs'

In April +4, the company sold its Iams pet food business in all mar.ets e2cludin! =urope to

"ars, Inc' for +': billion' It sold the =uropean Iams business to Spectrum #rands in -ecember

+4'

%estructurin!

In Au!ust +4, PD3 announced it 1as streamlinin! the company, droppin! around 44 brands

and concentratin! on the remainin! *, 1hich 1ere producin! : percent of the companyHs

profits'

In "arch +4, the company announced it 1as sellin! its Oic.s Oapo Steam U'S' liuid inhalant

business to $elen of Troy, part of a brand5restructurin! operation' This deal 1as the first health5

related divestiture under the brand5restructurin! operation'

In July +4, the company announced the sale of 9 of its beauty brands to /oty, a beauty

product manufacturer, in a US9 billion deal' It cited slu!!ish !ro1th for its beauty division as

the reason for the mer!er' The sale is planned to be completed in the second half of +4*'

In 0ebruary +4*, PD3 completed the transfer of -uracell to #er.shire $atha1ay throu!h an

e2chan!e of shares'

'roducts

https://en.wikipedia.org/wiki/Deodoranthttps://en.wikipedia.org/wiki/Right_Guardhttps://en.wikipedia.org/wiki/Dial_Corporationhttps://en.wikipedia.org/wiki/Liquid_Paperhttps://en.wikipedia.org/wiki/Paper_Matehttps://en.wikipedia.org/wiki/Newell_Rubbermaidhttps://en.wikipedia.org/wiki/TAG_Body_Sprayhttps://en.wikipedia.org/wiki/Brand_managementhttps://en.wikipedia.org/wiki/Cannibalization_(marketing)https://en.wikipedia.org/wiki/Warner_Chilcotthttps://en.wikipedia.org/wiki/Pringleshttps://en.wikipedia.org/wiki/Kellogg_Companyhttps://en.wikipedia.org/wiki/Diamond_Foodshttps://en.wikipedia.org/wiki/Jif_(peanut_butter)https://en.wikipedia.org/wiki/Folgershttps://en.wikipedia.org/wiki/The_J.M._Smucker_Companyhttps://en.wikipedia.org/wiki/Iamshttps://en.wikipedia.org/wiki/Mars,_Incorporatedhttps://en.wikipedia.org/wiki/Spectrum_Brandshttps://en.wikipedia.org/wiki/Helen_of_Troy_Limitedhttps://en.wikipedia.org/wiki/Coty,_Inc.https://en.wikipedia.org/wiki/Duracellhttps://en.wikipedia.org/wiki/Berkshire_Hathawayhttps://en.wikipedia.org/wiki/Deodoranthttps://en.wikipedia.org/wiki/Right_Guardhttps://en.wikipedia.org/wiki/Dial_Corporationhttps://en.wikipedia.org/wiki/Liquid_Paperhttps://en.wikipedia.org/wiki/Paper_Matehttps://en.wikipedia.org/wiki/Newell_Rubbermaidhttps://en.wikipedia.org/wiki/TAG_Body_Sprayhttps://en.wikipedia.org/wiki/Brand_managementhttps://en.wikipedia.org/wiki/Cannibalization_(marketing)https://en.wikipedia.org/wiki/Warner_Chilcotthttps://en.wikipedia.org/wiki/Pringleshttps://en.wikipedia.org/wiki/Kellogg_Companyhttps://en.wikipedia.org/wiki/Diamond_Foodshttps://en.wikipedia.org/wiki/Jif_(peanut_butter)https://en.wikipedia.org/wiki/Folgershttps://en.wikipedia.org/wiki/The_J.M._Smucker_Companyhttps://en.wikipedia.org/wiki/Iamshttps://en.wikipedia.org/wiki/Mars,_Incorporatedhttps://en.wikipedia.org/wiki/Spectrum_Brandshttps://en.wikipedia.org/wiki/Helen_of_Troy_Limitedhttps://en.wikipedia.org/wiki/Coty,_Inc.https://en.wikipedia.org/wiki/Duracellhttps://en.wikipedia.org/wiki/Berkshire_Hathaway


17/37

• Al1ays feminine hy!iene products

• Ariel laundry deter!ent

• #ounty paper to1els, sold in the United States and /anada

• /harmin bathroom tissue and moist to1elettes

• /rest toothpaste

• -a1n dish1ashin!

• -o1ny fabric softener and dryer sheets

• 0ebre@e odor eliminator

• 3ain laundry deter!ents, liuid fabric softener, dryer sheets and dish 1ashin! liuid

• 3illette ra@ors, shavin! soap, shavin! cream, body 1ash, shampoo, deodorant and anti5

per spirant

• $ead D Shoulders shampoo

• 7lay personal and beauty products

• 7ral5# inter5dental products, such as 7ral5# 3lide

•

Pampers D Pampers Nandoo disposable diapers and moist to1elettes' The +4 0inancial%eport lists Pampers as Procter D 3ambleHs lar!est brand'Q+R

• Pantene hair care products

• SN5II beauty products

• Tide laundry deter!ents and products

• Oic.s cou!h and cold products

• Bell a hair care products

https://en.wikipedia.org/wiki/Always_(brand)https://en.wikipedia.org/wiki/Ariel_(detergent)https://en.wikipedia.org/wiki/Bounty_(brand)https://en.wikipedia.org/wiki/Paper_towelhttps://en.wikipedia.org/wiki/Charminhttps://en.wikipedia.org/wiki/Crest_(toothpaste)https://en.wikipedia.org/wiki/Toothpastehttps://en.wikipedia.org/wiki/Dawn_(brand)https://en.wikipedia.org/wiki/Downyhttps://en.wikipedia.org/wiki/Febrezehttps://en.wikipedia.org/wiki/Gain_(detergent)https://en.wikipedia.org/wiki/Gillette_(brand)https://en.wikipedia.org/wiki/Head_%26_Shouldershttps://en.wikipedia.org/wiki/Olayhttps://en.wikipedia.org/wiki/Oral-Bhttps://en.wikipedia.org/wiki/Oral-B_Glidehttps://en.wikipedia.org/wiki/Pampershttps://en.wikipedia.org/wiki/List_of_Procter_%26_Gamble_brands#cite_note-2https://en.wikipedia.org/wiki/Pantenehttps://en.wikipedia.org/wiki/SK-IIhttps://en.wikipedia.org/wiki/Tide_(brand)https://en.wikipedia.org/wiki/Vickshttps://en.wikipedia.org/wiki/Wellahttps://en.wikipedia.org/wiki/Always_(brand)https://en.wikipedia.org/wiki/Ariel_(detergent)https://en.wikipedia.org/wiki/Bounty_(brand)https://en.wikipedia.org/wiki/Paper_towelhttps://en.wikipedia.org/wiki/Charminhttps://en.wikipedia.org/wiki/Crest_(toothpaste)https://en.wikipedia.org/wiki/Toothpastehttps://en.wikipedia.org/wiki/Dawn_(brand)https://en.wikipedia.org/wiki/Downyhttps://en.wikipedia.org/wiki/Febrezehttps://en.wikipedia.org/wiki/Gain_(detergent)https://en.wikipedia.org/wiki/Gillette_(brand)https://en.wikipedia.org/wiki/Head_%26_Shouldershttps://en.wikipedia.org/wiki/Olayhttps://en.wikipedia.org/wiki/Oral-Bhttps://en.wikipedia.org/wiki/Oral-B_Glidehttps://en.wikipedia.org/wiki/Pampershttps://en.wikipedia.org/wiki/List_of_Procter_%26_Gamble_brands#cite_note-2https://en.wikipedia.org/wiki/Pantenehttps://en.wikipedia.org/wiki/SK-IIhttps://en.wikipedia.org/wiki/Tide_(brand)https://en.wikipedia.org/wiki/Vickshttps://en.wikipedia.org/wiki/Wella


18/37

OBJECTIVE

• To .no1 about the customer satisfaction level re!ardin! $U; and PD3 products'

• To evaluate the problems faced by customers 1hile usin! the products'

• To .no1 about the su!!estions of customers to increase the sale of products'

• To .no1 about the source of information of products

• To .no1 about the uality of products'


19/37

REVIEW OF LITERATURE

Notler (+449) also defines satisfaction as a persons feelin! of pleasure or disappointment

resultin! from comparin! a products perceived performance in relation to his or her e2pectations'

Satisfaction is an overall customer attitude to1ards a service provider, or an emotional reaction

to the difference bet1een 1hat the customer anticipate and 1hat they actually receive, as far asthe fulfillment of some need, !oal and desire is concerned' ($ans mar. and Albinsson

+44)'These definitions all point to the fact that every customer has in one 1ay or the other

somethin! he>she e2pects from his>her service providers' These e2pectations have come into

play because of a need that has to be satisfied' These e2pectations are not the same as there are

many customers' Notler et al (+44+), posit that the customer !ets dissatisfied if performance is

belo1 e2pectation and vice versa' If performance !oes beyond the e2pectation of the customer,

the customer is hi!hly satisfied and deli!hted '"otley, (+449), corroborates the idea of matchin!

service performance 1ith customers e2pectations' $e notes that the mission of a business is the

creation of satisfied clients 1ho tend to favour the or!ani@ation throu!h time by patroni@in! the

services bein! delivered by the business' $e !oes further to mentions that, businesses scan

achieve this aim by understandin! 1hat satisfies and dissatisfies their customers orclients'

/hristopher, Payne, and #allantyne (::9) have defined service uality as the ability of the

or!ani@ation to meet or e2ceed customer e2pectations' Service uality is believed to depend

on the !ap bet1een e2pected and perceived performance (Anderson, 0ornell,D ;ehmann,

::)'3itlo1, 7ppenheim, and 7ppenheim (:8:) also stated that service uality is the e2tent to

1hich the customer or users believe the service surpasses their needs and e2pectations' /ustomer

Satisfaction and ;oyaltyL The %elationship The uestion 1hich needs to be ans1ered is 1hether

there is any correlation and>or relationship bet1een customer satisfaction and customer loyalty'

Notler (+449) put for1ard that there is no direct relationship bet1een customer satisfaction andcustomer loyalty' In other 1ords, the relationship is not proportional' The idea of customer

satisfaction not directly lin.ed 1ith customer loyalty is supported by 7echsli and "att (+444)'

They hold the vie1 that? the fact that a customer is satisfied 1ith the services of a business does

not!uarantee his or her loyalty' They therefore see a sharp distinction bet1een customer

satisfaction and loyalty' In their o1n 1ords, satisfaction is a fleetin! emotional response to the

uality of the clients last business transaction' #ein! satisfied at the moment is no !uarantee of

an on!oin! relationship' $o.anson (::) mentions the fact that a very satisfied customer does

not necessarily mean a loyal customer' Binstanley and "artha (::6), have a different vie1

about the relationship bet1een customer satisfaction and loyalty' They perceive a direct

relationship bet1een satisfaction and loyalty' They claim that 1hen customers are satisfied, they

concentrate their business 1ith one business or service provider' Also customers 1ho are hi!hly

satisfied are much more li.ely to vie1 their service providers as their main relationship business'

Thus, /lar.e (+44), has put for1ard the ar!ument that, a business that focuses e2clusively on

customer satisfaction runs the ris. of becomin! an undifferentiated brand 1hose customers

believe only that it meets the minimum performance criteria for the cate!ory+44


20/37

RESEARCH METHODOLOGY

The purpose of methodolo!y is to describe the process involved in research 1or.'

This includes the overall research desi!n, data collection method, the field survey and the

analysis of data'

In this study, the researcher has adopted descriptive research'

a% Sap!e 'e(ign

SurveyL A sample of 44 customers'

)% Re(ear$ De(ign

- e ta i le d a n d s t ru c tu r ed u e st i on n a ir e 1 a s d e si ! ne d ' T h e u e st i on n a ir e

1a s desi!ned to !et information from customers about their satisfaction and overall

opinion about $industan Unilever ;imited Product and PD3' The methodolo!ydeveloped 1as Primary and Secondary research'

$% Data C"!!e$ti"n#

'rimar) data

Primary data are those 1hich are collected as fresh and for the first time and thus

happen to be ori!inal in character' It 1as collected throu!h uestionnaire'

!econdar) data

The secondary data are those 1hich have already been collected by someone else

and 1hi ch have a l r eady been t h r ou!h t he s t a t i s t i ca l p r oces s ' The da t a 1ere

collected in the form of company profile and produce profile from the 1eb sites'

Some of the boo.s 1ere referred for theoretical concepts'

'% Fie!' "* S+r,e-

The field 1or. for the survey 1as conducted in %opar' The e2ercise involved 1as

fillin! out the uestionnaire by customers'


21/37

DATA ANALYSIS

' -o you use $U; and PD3 products

Yes No

0

20

40

60

80

100

120

98

2

Use of HUL and P&G products

Use of HUL and P&G

products

Data Interpretati"n. Te a)",e ta)!e ("/( tat 012 re(p"n'ent( +(e pr"'+$t( "* HUL

an' P&G /i!e tere are "n!- 32 re(p"n'ent( /" '" n"t +(e te(e pr"'+$t(#


22/37

+' If yes, then 1hich one you prefer mostly

HUL P&G

0

10

20

30

40

50

60

70

80

90100 89

11

Which one

!"c! one

Data Interpretati"n. Te a)",e ta)!e ("/( tat 102 re(p"n'ent( +(e pr"'+$t( "* HUL

/i!e tere are "n!- 442 /" +(e pr"'+$t( "* P&G#


23/37

5# Wat i( -"+r ain ("+r$e "* in*"rati"n a)"+t HUL an' P&G pr"'+$t(6

#ed"a $roac!er %r"ends

0

10

20

30

40

50

60

70

80

90

Information Source

nfor'at"on (ource

Data Interpretati"n. Te a)",e ta)!e ("/( tat 712 re(p"n'ent( $ae t" 8n"/ a)"+t te

pr"'+$t( *r" e'ia9 432 *r" )r"a$er an' "n!- 4:2 *r" *rien'(#


24/37

;# I* e'ia9 /i$ "ne6

)*+* ,ad"o nternet

0

10

20

30

40

50

60

70

80

Media

#ed"a

Data Interpretati"n. Te a)",e ta)!e ("/( tat


25/37

># Sin$e "/ !"ng are -"+ +(ing te HUL an' P&G pr"'+$t(6

Less t!an one -ear 1.2-ear #ore t!an 2-ear

0

10

20

30

40

50

60

2427

49

Time

)"'e

Data Interpretati"n. Te a)",e ta)!e ("/( tat 3;2 re(p"n'ent( are t"(e /" are +(ing

te pr"'+$t( *r" !e(( tan "ne -ear9 372 *r" "ne?t/" -ear( an' ;02 *r" "re tan

t/" -ear(#


26/37


27/37

6' Ha,e -"+ *a$e' an- pr")!e /i!e +(ing HUL an' P&G pr"'+$t(6

Yes No

0

10

20

30

40

50

60

70

80

90

100

87

13

Problem

Proe'

-ata InterpretationL The above table sho1s that 86M respondent faced the problem 1hile usin!

the products and 9M did not face the same problem'


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1# Are -"+ (ati(*ie' /it te pri$e( "* te pr"'+$t(6

Yes No

0

10

20

30

40

50

60

7064

36

Satisfaction with prices

(at"sfact"on "t! pr"ces

Data Interpretati"n. Te a)",e ta)!e ("/( tat


29/37

0# A$$"r'ing t" -"+ /- HUL an' P&G pr"'+$t( a,e e'ge ",er "ter pr"'+$t(6

Pr"ce ua"t- ,an/e 'a/e

0

5

10

15

20

25

30

35

27

24

17

32

d!e over others

d/e oer ot!ers

Data Interpretati"n. Te a)",e ta)!e ("/( tat 532 re(p"n'ent tin8 tat te- a,e e'ge

",er "ter( )e$a+(e "* g""' iage937 2 re(p"n'ent tin8 tat te- a,e e'ge ",er "ter(

)e$a+(e "* g""' pri$e9 3;2 re(p"n'ent tin8 tat te- a,e e'ge ",er "ter( )e$a+(e "*

g""' @+a!it-947 2 re(p"n'ent tin8 tat te- a,e e'ge ",er "ter( )e$a+(e "* g""' range#


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4:# Weter -"+ /i!! p+r$a(e HUL an' P&G pr"'+$t( i* teir pri$e( are in$rea(e'6

Yes No

0

10

20

30

40

50

60

70

59

41

Purchase after price increase

Purc!ase after pr"ce

"ncrease

Data Interpretati"n. Te a)",e ta)!e ("/( tat "(t "* re(p"n'ent are pre*er P &G

pr"'+$t( i* pri$e in$rea(e' an' re(t ;42 re(p"n'ent are an(/er n" i* pri$e i( in$rea(e'#


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44# Wi$ i( te )e(t /a- "* pr""ting te (a!e( "* HUL an' P&G pr"'+$t(6

05

10

15

20

25

30

35

40

31

20

38

11

"est wa# of promotion

$est a- of pro'ot"on

Data Interpretati"n. Te a)",e ta)!e ("/( tat 512 re(p"n'ent are intera$t /it

e!e$tr"ni$ e'ia9 542 re(p"n'ent are intera$t /it ("p 'i(p!a-93:2 re(p"n'ent intera$t

/it "ar'ing( an' re(t 442 re(p"n'ent are intera$t /it '""r t" '""r (e!!ing#


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LIMITATIONS

' It is very difficult to collect the information from people as they are busy in their 1or.'+' This study 1as carried out only amon! the consumer in %opar city'9' The sample si@e 1as restricted to 44 due to time constraints' The sample 1as ta.en on the basis of convenience there for the short comin! of the

convenience samplin! may also be present in this study'' This study is based on the prevailin! satisfaction of the respondents' #ut their satisfaction

may chan!e accordin! to time and technolo!y'


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Fin'ing

' "ajority of people are usin! PD3 and $U; products'+' "ost of the people prefer $U; products'9' "edia is a !ood information source for advertisement to interact 1ith customers'

' "ostly people are satisfied 1ith PD3 and $U; products' It is also found that :M respondents prefer to purchase PD3 and $U; products even if

prices increased'*' *:M respondents are satisfied 1ith the products of PD3 and $U;'

SUGGESTIONS

' /ompanies should try to e2pand its mar.et share and should also try to increase

the a1areness throu!h the advertisement'+' /ustomer feedbac. can be ta.en 1hich 1ill help the company for promotion'9' #oth companies should increase their distribution channel'' #oth companies should not increases their prices because most of the customer

1ill !et dissatisfied 1ith more prices'


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CONCLUSION

After studyin! various mar.et dynamics of $U; and PD3 products 1ith the help of /ustomer

survey mar.et standin! of $U; products is uite clear' $U; and PD3 Products are clearly the

mar.et leader in branded products' Accordin! to analysis it can be conducted that $U; and PD3

Products are havin! !ood mar.et share and e2cellent uality as compared to products' /ustomer

considers uality of $U; and PD3 products as most important factor' "oreover the prices of the

$U; and PD3 products are very competitive' Accordin! to customers, media is the main source

of Information of $U; and PD3 products? electronic media is the best 1ay of Information' In

nutshell, it can be concluded that mostly customers prefer $U; and PD3 Products and they are

satisfied 1ith them'


35/37

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36/37

UESTIONNAIRE

' &ame '+' A!e ''

9' 3ender '' -o you use $U; and PD3 productsa) Kes b) &o

' If yes, then 1hich one you usea) $U; b) PD3

*' Bhat is your main source of information about $U; and PD3

productsa) "edia b) 0riends

c) #roacher

6' If media, 1hich onea) T'O b ) Internetc) %adio

8' Since ho1 lon! are you usin! the $U; and PD3 productsa) ;ess than one year

b) 5+year c) "ore than +year

:' Bhat is your satisfaction level for $U; and PD3 products

a) $i!hly satisfied b) Satisfied

c) -issatisfied d) $i!hly dissatisfied

4'$ave you faced any problem 1hile usin! $U; and PD3 productsa) Kes b) &o


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'Are you satisfied 1ith the prices of the productsa) Kes b) &o

+' Accordin! to you 1hy $U; and PD3 products have ed!e over other

productsa) Price b)

a study on customer satisfaction about p&g and hul

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