“A STUDY ON CUSTOMER SATISFACTION

TOWARDS HIMALAYA PRODUCTS”

PROJECT REPORT

Submitted to the University of Calicut in partial fulfilment of requirements

for the award of degree of Bachelor of Commerce (Finance)

Submitted By

NIJURAJ R
Register Number

GNAUBCM023

Under the supervision and guidance of Sindhu K.N

DEPARTMENT OF COMMERCE

GOVERNMENT ARTS AND SCIENCE COLLEGE

KOZHINJAMPARA-678554
MARCH 2023

GOVT. ARTS AND SCIENCE COLLEGE

KOZHINJAMPARA DEPARTMENT OF COMMERCE
(Affiliated to University of Calicut)

CERTIFICATE
This is to certify that the project report entitled “A STUDY ON
CUSTOMER SATISFACTION TOWARDS HIMALAYA
PRODUCTS” submitted by NIJURAJ R (REG. NO. GNAUBCM023)
B.COM VI semester student of Govt. Arts and Science College
Kozhinjampara in partial fulfilment of the requirement for the award of
the Degree of Bachelor of Commerce under the University of Calicut
during 2022-23 and was carried out under my guidance and supervision.

Place: Kozhinjampara Signature

Date: (Name and Designation

of Supervising Teacher)

Counter signed: Signature

(HOD of Commerce) Place

GOVT. ARTS AND SCIENCE COLLEGE KOZHINJAMPARA
DEPARTMENT OF COMMERCE

(Affiliated to University of Calicut)

CERTIFICATE

This is to certify that NIJURAJ R (Reg. no GNAUBCM023) VI semester

B.com student of Govt. Arts and science college Kozhinjampara, affiliated
to the University of Calicut, have completed the project work under the
supervision and guidance of SINDHU K N in Commerce Department, Govt.
Arts and Science College, Kozhinjampara and had devoted time and effort
for a period of more than 3 weeks during the year 2022-2023.

Place: Signature

Date: Name and Signature of Supervising teacher

DECLARATION
I, NIJURAJ R, do here by declare that the project report titled “A
STUDY ON CUSTOMER SATISFACTION TOWARDS HIMALAYA
PRODUCTS” Submitted to the University of Calicut, in partial fulfilment
of requirement for the award of degree of Bachelor of Commerce, is a
bona-fide work done by me during the period of study in Govt. Arts and
Science College Kozhinjampara in 2022 - 23 under the supervision and
guidance of SINDHU K N, Department of Commerce.
I also declare that no part of this report has been submitted elsewhere for
any other degree, diploma or other similar title in any other university.

Place: Name and Signature

Date: NIJURAJ R

(GNAUBCM023)

ACKNOWLEDGEMENT
I take this opportunity first and foremost to thank God Almighty, without
whose blessings and guidance this work would not have been completed.

I have immense pleasure in acknowledging my heartfelt gratitude to

SINDHU K N ,Department of Commerce, Govt. Arts & Science College,
Kozhinjampara for their guidance and constant supervision as well as for
providing necessary information regarding the project and also for their
support in completing the project.

I am deeply indebted to thank Dr. seethalakshmi.Mp, Head of department

of commerce , Govt. Arts and Science College, Kozhinjampara, for her
valuable advice, guidance and providing all other support as a guide
throughout my project.

My thanks and appreciation also go to my friends in developing the

project and people who have willingly helped me out with their abilities.

Place:

Date: NIJURAJ R

TABLES OF CONTENTS

CHAPTER CONTENTS PAGE NO:

NO.
LIST OF TABLES

LIST OF FIGURES

CHAPTER 1 INTRODUCTION 1–4

CHAPTER 2 REVIEW OF 5–8

LITERATURE
CHAPTER 3 THEORITICAL 9 – 15
FRAMEWORK

CHAPTER 4 DATA ANALYSIS AND 16 – 41

INTERPRETATION

CHAPTER 5 FINDINGS, SUGGESTIONS 51 – 53

& CONCLUSION

BIBLIOGRAPHY

ANNEXURE

LIST OF TABLES

TABLE TITLE PAGE

NO: NO:

4.1 Table showing classification of the 18

respondents based on Gender

4.2 Table showing classification of the 19

respondents based on occupation
4.3 Table showing classification of the 20
respondent based on annual income

4.4 Table showing respondent ever used any 21

product of Himalaya.

4.5 Table showing which product respondent buy 22

more.

4.6 Table showing that respondent heard about 23

Himalaya products before using the sample

4.7 Table showing respondent like Himalaya 24

product.
4.8 Table showing main factors affect the 25
respondent on buying Himalaya

4.9 Table showing the location for buying 26

Himalaya product

4.10 Table showing whether respondent buy this in 27

the future

4.11 Table showing the respondent recommend 28

this product

4.12 Table showing respondent deals with 29

Himalaya products

4.13 Table showing the rating of Himalaya 30

products quality
4.14 Table showing how did you come to know 31
about it
4.15 Table showing Himalaya offers large variety 32
of products

4.16 Table showing the satisfaction of customers 33

4.17 Table showing the Himalaya uses natural 34

ingredients

4.18 Table Showing Himalaya products are 35

chemical free

4.19 Table Showing Himalaya have good image 36

4.20 Table Showing the price level the customer 37

most prefers

4.21 Table Showing the pricing are reasonable and 38

experience of using Himalaya

4.21.1 Table showing Chi-square test 38

Table showing whether the responders are 40

4.22 convenient on using Himalaya products
LIST OF CHARTS

FIGURE TITLE PAGE

NO: NO:
4.1 Chart showing classification of the respondent 18
based on Gender
4.2 Chart showing classification of the respondents 19
based on occupation
4.3 Chart showing classification of the respondents 20
based on annual income
4.4 Chart showing the respondent have ever used 21
Himalaya products
4.5 Chart showing which products responders buy 22
more
4.6 Chart showing whether the responders heard 23
about Himalaya products
4.7 Chart showing the responders like Himalaya 24
products
4.8 Chart showing main factors with effect the 25
Himalaya consumption
4.9 Chart showing prescribed location for purchase 26
Himalaya products
4.10 Chart showing whether the respondent buy this 27
product in the future
4.11 Chart showing whether the responders prescribe 28
this product to friends and relatives
4.12 Chart showing the responders deals with 29
Himalaya products
4.13 Chart showing the rating of Himalaya 30

4.14 Chart showing how come to known about 31

Himalaya
4.15 Chart showing Himalaya offers large variety 32

4.16 Chart showing satisfaction of responders 33

4.17 Chart showing Himalaya contain natural 34

ingredients
4.18 Chart showing Himalaya are chemical free 35

4.19 Chart showing have the Himalaya products 36

have good image
4.20 Chart showing the price level of Himalaya 37
products which the responders buy more
4.21 Chart showing customer buying Himalaya 40
through online
4.22 Chart showing how much convenient of 41
customer by using Himalaya
CHAPTER I
INTRODUCTION

1.1 Introduction
1
Customer satisfaction is a term frequently used in marketing. It is a
measure of how products and services supplied by a company meet
customer expectation.
Customer satisfaction is defined as “the number of customers, or
percentages of total customers, whose reported experience with the firm,
its services exceed specified satisfaction goals”. It is seen as a key
performance indicator with in business complete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a
key element of business strategy. Under this I am studied about customer
satisfaction towards Himalaya product with references to Palakkad.

1.2 Statement of the problem

Different varieties of the product are available in the market. Customer
prefer the varieties of for high quality, low price and attractive cover.
Most of the customers are satisfied with the quality products and some
customer prefer other factors. The completion is severe in and the
manufactures has to consider the opinion of the customers. in the context,
I am interested in studying the customer satisfaction toward Himalaya
products.

1.2 Scope of the study

• It is very important to study the satisfaction level of the Himalaya

products
• It’s leading indicator of customer repurchase intention and loyalty.
• Attracting and relating customers
• Adding the benefits for people satisfaction
• Gathering specific information about positive and negative aspects
of Himalaya products

1.4 Objectives of the study

• To study about the customer level of satisfaction towards Himalaya
products
• To ascertain the factors that influencing customer on choosing the
Himalaya products.
• To measure the level of awareness among customers towards the
Himalaya products.

2
1.5 Research design

1.5.1 Nature of the study

The nature of study is descriptive in nature

1.5.2 Primary or Secondary

The primary data as well as the secondary data are used for collection of data.

1.5.3 Sources of data

In this study we used primary data as well as the secondary data. The primary
data are collected by using questionnaire and the source of secondary data are
research papers, magazine, websites etc.

1.6 Sample design

1.6.1 Nature of population
In this study I am selected customer which uses Himalaya products from the
locality of Palakkad. In this study the population are infinite.

1.6.2 Sample unit

The sample units are the customers of Himalaya products of the locality of
Palakkad.

1.6.3 Method of sampling

Simple random sampling is used.

1.6.4 Size of sample

Sample size determination is the act of choosing the number of observation or
replicates to include in a statistical sample. The sample size is an important
feature of any empirical study in which the goal is to make inferences about a
population from a sample. In this study the sample size is 50.

1.6.5 Methods used for analysis

 Percentage method
 Chi-square test method
 charts

3
1.8 Limitations of the study

 Some responders are biased in answering the questions.

 The sample size was limited to 56, hence reliability and validity of data
were some extent lacking in the survey procedure
 The opinion elicited from the research study cannot be taken as the
opinion of the whole population
 The study is based on the consumers, so there might be changes for
ignoring some of the good and reliable customers

4
CHAPTER 2

REVIEW OF LITERATURE

5
It is worth nothing that consumer buying behaviour is studied as a part of the
marketing and its main objective it to learn the way how the individuals, groups
or organizations choose, buy use and dispose the goods and the factors such as
their previous experience, taste, price and branding on which the consumers
base their purchasing decisions (Kotler and Keller, 2012).

One of such studies of consumer buying behaviour has been conducted by

Acebron et al (2000). The aim of the study was to analyse the impact of
previous experience on buying behaviour of fresh foods, particularly mussels.
In their studies the authors used structural equation model in order to identify
the relationship between the habits and previous experience on the consumer
buying decision. Their findings show that personal habits and decision in the
example of purchasing fresh mussels. They also found that the image of the
product has a crucial impact on the purchasing decision of the consumer and
further recommended that the product image should continuously be improved
in order to encourage the consumers towards purchasing.

Another study conducted by Variawa (2010) analysed the influence of

packaging on consumer decision making process for Fast Moving Consumer
Goods. The aim of the research was to analyse the impact of packaging for
decision making process of low-income consumers in retail shopping. A survey
method has been used in order to reach the respondents participated. The
findings of the research indicate that low-income consumers have more
preferences towards premium packaging as this can also be re-used after the
product has been consumed. Although the findings indicate that there is a weak
relationship between the product packaging and brand experience. However, it
has been proven by the findings of the research that low-income consumer

Have greater brand experience form the purchase of ‘premium’ products when
compared to their experience from purchasing ‘cheap’ brand products.

Lee (2005) carried out study to learn the five stages of consumer decision
making process in eh example of China. The researcher focused on the facts
6
that affect the consumer decision making process on purchasing imported
health food products, in particular employed questionnaire method in order to
reach the objectives of the research. Analysis of five stages of consumer
decision making process indicate that impact of family members on the
consumer decision making process of purchasing imported health food
products was significant.

Five Stages Model of consumer decision making process has also been studied
by a number of other researchers. Although different researchers offer various
tendencies towards the definitions of five stages, all of them have common
views as they describe the stages in similar ways. One of the common models
of consumer decision making process has been offered by Blackwell et al
(2006). According to him, the five stages of consumer decision making process
are followings: problem/need recognition, information search, evaluation of
alternatives, purchase decision made and post- purchase evaluation.

Each stage is then defined by a number of researchers varying slightly but

leading to a common view about what each stage involves. For example,
according to Bruner (1993) first stage, need recognition occurs when an
individual recognizes the difference between what they have and what they
want/need to have. This view is also supported by Neal and Questel (2006)
stating that need recognition occurs due to several factors and circumstances
such as personal, professional and lifestyle which in turn lead to formation

of idea of purchasing.

In the next stage, consumer searches information related to desired product or

service (Schiffman and Kanuk, 2007). Information search process can be
internal and external. While internal search refers to the process where
consumers rely on their personal experiences and believes, external search
involves wide search of information which includes addressing the media and
advertising or feedbacks from other people (Rose and Samuel, 2009).

7
Once the relevant information about the product is obtained the next stage
involves analysing the alternatives. Kotler and Keller consider this stage as
one of the important stages as the consumer considers all the types and
alternatives taking into account the factors such as size, quality and also price.

et al (2007) suggested that purchase is one of the important stages as

this stage refers to occurrence of transaction in other words, once the consumer
recognized the need, searched for relevant information and considered the
alternatives he/she makes decision whether or not to make the decision.
Purchasing decision can further be divided into planned purchase, partially
purchase or impulse purchase as stated by Kacen (2002) which will be
discussed further in detail in the next chapters.

Finally, post-purchase decision involves experience of the consumer about

their purchase. Although the importance of this stage is not highlighted by
many authors Neal et al (2004) argues that this is perhaps one of the most
important stages in the consumer decision making process as it directly affects
the customers’ purchase of the same product or service from the same supplier
in the future.

8
CHAPTER 3

THEORITICAL FRAMEWORK

Company profile

Himalayan company

9
The Himalaya Company is a company established by M Manal in 1930 and
based in Bangalore, India. It produces health care products under the name
Himalaya Herbal Healthcare whose products include ayurvedic ingredients. It is
spread across locations in India, the United States, the Middle East, Asia and
Europe., while its products are sold in 92 countries across the world.
The company has more than 290 researchers that utilize ayurvedic herbs and
minerals. A Hepatic drug, named Liv. 52, is its flagship product, first introduced
in 1955. Liv.52 to date has now over 215 clinical trials backing it.

Founded by M Manal, the Himalaya Drug Company's history began in 1930.

Manal, while in the forests of Burma. became interested in the root. "Rauwolfia
serventing " which helved pacify elephants. Becoming engrossed in the
intriguing effects surrounding the root, Manal went on to studying various
herbs, and producing tablets. According to Himalaya Wellness, Manal's
motivation and "vision was to bring the traditional science of Avurveda to
society in a contemporary form." Nonetheless, in 1934, Serpina®, derived from
Rauwolfia serpentina, became “The world's first natural antihypertensive drug".
Another product soon became the Himalaya drug company’s bestselling
medicine, Liv. 52. This product, created in 1955, is "a liver formulation that
ensures optimum liver function." In addition, the Himalaya Drug company soon
introduced several other products, such as Cystone, Bonnisan and Rumalaya
forte. In the 1930s, the company was based in Dehradun, but subsequently it
advanced to Mumbai and extended across India.

In 1975, it established a factory. in Makali, Bangalore. Finally, in 1991, the

company moved its research and development facility to Bangalore. Meraj
Manal pioneered the growth of the company in the USA, first with a range of
dietary supplements falling in line with the norms of the Dietary Supplement
Health and Education Act of 1994 in 1996, and then personal careproducts in
1999, under the brand name Ayurvedic Concepts, that later bloomed into the
exquisite Himalaya Herbals. Today, the company has offices across the globe,
including India, USA, South Africa and other countries in Europe, the middle
east, and Asia.

Himalaya Herbal Healthcare has a very wide range of products. which include
"pharmaceuticals personal care, baby care, well-being, nutrition and animal
health products." The Neem Face Wash is one of their most popular and well-
known products. Mothercare products have been launched in 2016 with foray
into extensive research and development in systems of ancient Ayurveda
medicines of India. The company has a presence in 92 countries.

3.1 Conceptual review

10
A conceptual frame work is an analytical tool with several variations and
contexts. It can be applied in different categories of work where an overall
picture is needed. It can be used to make conceptual distinction and organize
ideas. Strong conceptual framework captures something real and do this in a
way that is easy to remember and apply.
3.1.1 Introduction
Theories are formulated to explain, predict and understand phenomena and in
many cases to challenge and extend existing knowledge with the limits of
critical bonding assumptions. The theoretical framework is the structure that can
hold or support a theory of a research study. The theoretical framework
introduces and describe the theory that explains why the research problem under
study exist. A theoretical framework consists of concepts and together with their
definitions and reference to relevant scholarly literature, existing theory can be
used for your particular study. The theoretical framework must demonstrate an
understanding of theories and concepts that are relevant to the topic of your
research paper and that relate to the border areas of knowledge being
considered.
3.1.2 Customer
A customer is a person that receives, consumes or buy a product or service and
can choose between different goods and services. The main role of enterprises is
to attract customers or client and make them purchase what they have on sale.
They also encourage them to keep coming back. We often refer to customers
who have a relationship with the suppliers and clients
The 7 steps approach for attracting new customers.
• Identify the ideal client.
• Discover where your customer live.
• Know your business inside and outside.
• Position yourself as the answer.
• Try direct response marketing.
• Build partnership.
• Follow – up.

11
3.1.3 Types of customers
There are mainly 4 types of customers The toughest challenge that companies
face today is dealing with the margin – draining games played by some
customers to gain additional discounts. Each customer type requires a different
selling approach.
The four primary customers type are:
1. Price buyers: These customers want to buy products and services only at
the lowest possible price. They are less concerned about value, differentiation or
relationship
2. Relationship buyer: These customers want to trust and have dependable
relationship with their supplier to take good care of them.
3. Value buyer: These customers understand the value and want suppliers
to be able to provide the most value in their relations.
4. Poker player buyers: These are relationship or value buyers who have
learned that they act like a price buyer, they can get high value for low prices.
3.1.4 Needs of customers
There are four main customer needs that an entrepreneur or small business must
consider. These are price, quality, choice and convenience

Price
Price is how much a business charges for its service. Customer want fair prices
when purchasing a product or service. Usually, low prices will draw in many
customers, although people ultimately want value for money
Quality
Quality relates to the standard of the product or services being offered.
Customers also expect some level of quality, no matter how much they pay for
product or services. Generally, those paying a low price will expect lower
quality and those paying higher price expect higher quality.
Choice
Choice is very importing any – many businesses have range of product or
services available to suit different group of customers. Customers have different
needs and desires when buying items. They might want different size, styles or
even completely different product altogether.

12
Convenience
Customers and consumers want convenience are often willing to pay more of it.
Convenience relates to something being easier, quicker or generally less hassle
for customers.
3.1.5 Customer satisfaction
Customer satisfaction can be defined as a marketing term that measure how
products or services supplied by a company meet or surpass a customer’s
expectation. According to J. Willard MARRIOTT, the founder of Marriott
corporation.
“Customer needs may vary, but their bias quality never does”.
Customer satisfaction can be used as a metric to manage and improve the
business and hence it is important for the marketers and business. It can be also
defined as “The number of customer or percentage of total customer, whose
reported experience with a firm, it’s products, or it’s service exceeds specified
satisfaction goals”

The top reasons which make customer satisfaction much important can be
explained follow
• It’s a leading indicator of consumer purchase intentions and loyalty.
• It’s a point of differentiation.
• It increases customer lifetime value.
• It reduces negative word of mouth.
• It’s cheaper to retain customer than acquire new one.

The main advantage of customer satisfaction

1. Greater customer loyalty.
2. Support during corporate crisis.
3. Growth in sales revenue.
4. Stand out from the competition.
5. Increases brand popularity.

13
The main limitation of customer satisfaction

• Expected versus delivered value is being measured – CAST is not necessarily

a measure of overall value or quality of the firm and its offering.
• High CAST scores may be simply a reflection of low expectation of the firm.
• High CAST may not be delivered increased profitability.
• Existing customers will adjust their expectations to the value regularly being
delivered, resulting in most customer being “just satisfied”. This means that it
is difficult to maintain very high satisfaction scores over a long period of time
• More engaged and involved customers are more likely to participate in
optional market research surveys, such as online surveys, potentially leading
to an overestimation of CAST levels.
• There is better measure available – for the aggregate of factors that customer
satisfaction is suggested to address.

The main objectives of customer satisfaction

1. Increase customer utility.
2. Increase customer advocacy.
3. Increase profitability.

Methods to measure customer satisfaction

1. Direct method: Directly contacting customers and getting their valuable

feedback is very important. Following are some of the ways by which
customer could be directly table.
• Getting customer feedback through third party agencies.
• Direct marketing in-house call centres, complaint handling department
could be treated as first point contract for getting customer feedback.
• Getting customer feedback through face-to-face conversation.
• Feedback through complaint or appreciation letter.
• Direct customer feedback through survey and questionnaire.

14
2. Indirect method: The major drawback of direct method is that it turns out to
be very costly to implement. For getting valuable feedback the supplier totally
depends up on the customer due to which they losses options and chances to
take corrective measures at correct time. Hence there are other following
indirect methods of getting feedback regarding customer satisfaction.
1. Customer complaint.
2. Customer loyalty.

15
CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

16
4.1 Descriptive statistical analysis

Descriptive statistics are used to describe the basic feature of the data in a study.
They provide simple summarises about the sample and the measure. Together
with sample graphics analysis, they form the basis of virtually every quantitative
analysis of data. Descriptive statistics are typically distinguished from in
different statistics.
Descriptive statistics are simply describing what is or what the data shows.
Descriptive statistics are used to present quantitative descriptions in a
manageable form. Descriptive statistics help to simply large amount of data in a
sensible way. Each descriptive statistics reduces lots of data in to similar
summary. Descriptive statistics in the term given in to analysis of data in to the
analysis of data that help to describe, shows or summarises data in a meaningful
way
Descriptive statistical tools are those tools in which these are used to describe
characteristics of a single variable like frequency percentage etc.

17
Table 4.1
Showing the classification of Gender
option count Percentage (%)
male 15 26.79
female 41 73.21
total 56 100
(Source-survey data)
In this diagram 73.21% are females and 26.79% are males.

Figure 4.1
Figure shows the classification of gender

26.79

male female

73.21

Table 4.2
18
Showing the Occupation of the respondent
option Count Percentage (%)
Private employee 5
Government employee 2
student 46
others 3
total 56 100
(Sources: survey data)
Under this diagram 8.93% responders are private employees, 3.57% are
government employees, 82.14% are students, 1.79% are business and 3.57% are
comes others category

Figure 4.2
Figure shows occupation of the respondent

3 5
2

46

private employee government employee students others

19
Table 4.3
Showing the annual income of the respondents
option Count Percentage (%)
Below 50000 42 75.00
Between 50000-100000 10 17.86
Above 100000 4 7.14
total 56
(Source: survey data)
Under this diagram, 75.00% of responders which is under below 50000,
17.86% 0f between 50000 – 100000 and 7.14% of responders are above 100000

Figure 4.3
Figure shows annual income of the respondents

45

40

35

30

25

20

15

10

0
Below 50000 Between 50000 - 100000 Above 100000

20
Table 4.4
Showing the respondent ever used any products of Himalaya
option Count Percentage (%)
yes 53 94.64
no 3 5.36
total 56 100
(Source: Survey data)
According to this graph 94.64% of responders which uses Himalaya products
and 5.36% 0f peoples which is not uses Himalaya products
Figure 4.4
Figure shows the respondent ever used any product

53

yes NO

Table 4.5
Showing Which product, you buy/use in Himalaya products
Option Count Percentages (%)
21
Face wash/Cleaner 35 62.50
Shampoo 12 21.43
Moisturiser 1 1.79
Creams 6 10.71
Others 2 3.57
Total 56 100
(Source: survey data)

Under this diagram 62.50% responders’ users use face wash /cleaner,
21.43% responders use shampoo, 1.79% users use moisturises, 10.71%
responders use creams and last 3.57% responders use other products of
Himalaya.

Figure 4.5
Figure shows which product buy/use

3.57

1.79 10.71

Face wash/Cleaner
Shampoo
Moisturiser
21.43
Creams
62.5
Others

Table 4.6
Showing Have you heard about Himalaya products before you tried
the sample

Option Count Percentages (%)

Yes 45 80.36

22
No 2 3.57
May be 9 16.07
Total 56 100
(Data source: survey)

Under this diagram 80.36% responders are heard about Himalaya products;
3.57% responders are not heard about Himalaya products and 16.07% are may
be heard about Himalaya products.

Figure 4.6

figure shows the respondent heard about Himalaya product

90

80

70

60

50

40

30

20

10

0
Yes No May be

Table 4.7
Showing In general do you like Himalaya products

Option Count Percentage (%)

Yes 45 80.36

No 3 5.36

23
I don’t know much 8 14.29
about this product

Total 56 100

(Source: survey data)

According to this diagram 80.36% users are heard about Himalaya products;
5.36% responders are not heard about Himalaya products and 14.29%
responders are don’t know about product.

Figure 4.7

Figure shows how much respondent heard about Himalaya

14.29

5.36 Yes

No

I don’t know much about this

product

80.36

Table 4.8
Showing What are the main factors you like in Himalaya products
Option Count Percentage (%)

Quality 22 39.29
Natural ingredients 18 32.14
Price 4 7.14
Brand heritage 7 12.50
Package 5 8.93

24
Total 56 100
(Source: survey data)

This diagram shows that 39.29% responders’ main factor to like Himalaya
products is quality, 32.14% is natural ingredients, 7.14% is price, 12.50% is
brand heritage and 8.93% is package.

Figure 4.8
Figure shows the main factor which effect the respondent in buying
the product

8.93

Quality
Natural ingredients
12.5
Price

39.29 Brand heritage

Package
7.14

Table 4.9
Showing the prescribed location to buy Himalaya products

Option Count Percentages (%)

Medical store 6 10.71

General store 15 26.79
Super market 35 62.50
Total 56 100
(Source: survey data)

Under this among 100% 10.71% buy from medical store, 26.79% from general
store balance 62.50% from super market.
25
Figure 4.9

Figure shows the location on buying Himalaya products

Sales

Super market General store Medical store

Table 4.10
Showing buying/using Himalaya product in the future

Option Count Percentages (%)

Yes 50 89.29
No 6 10.71
Total 56 100
(Source: survey data)

Under this 89.29% responders are considered on buying/using products in the

future and 10.71% are not consider on buying/using Himalaya products in the
future

26
Figure 4.10
Figure shows the respondent who buy Himalaya product in the future

10.71

Yes
No

89.29

Table 4.11
Showing the respondent recommend this product to your
friends/relatives

Option Count Percentage (%)

Yes 48 85.71
No 8 14.29
Total 56 100
(Source: survey data)

In the view of this diagram 85.71% are recommend Himalaya products

to their friends/relatives and14.29% responders are not recommending this
product to their friends/relatives.

27
Figure 4.11
Figure shows the responder recommend this product

90

80

70

60

50

40

30

20

10

0
Yes No

Table 4.12

Showing the responders deal in Himalaya products

Option Count Percentages (%)

Yes 33 58.93

No 23 41.07

Total 56 100

(Source: survey data)

Under this diagram 58.93% are deal in Himalaya and 41.07% are not
deal in Himalaya products.

28
Figure 4.12
Figure shows who deal in Himalaya product

70

60

50

40

30

20

10

0
Yes No

Table 4.13
Showing the rating of the Himalaya products quality

Option Count Percentage (%)

Best in class 11 19.65

Good 39 69.64

Slow response 6 10.71

Total 56 100
(Source: survey data)

Under this diagram 19.64% responder’s rates Himalaya product quality as best
in class, 69.64% as best and 10.71 as slow response.

29
Figure 4.13
Figure shows the rating of the quality of the product

41.07
Yes
No
58.93

Table 4.14

Showing How did you come to know about Himalaya products

Option Count Percentages (%)

Retailer 16 8.93

Advertisement/television 5 57.14

News paper 32 5.36

Words of mouth 3 28.57

30
Total 56 100

(Source: survey data)

From this diagram 8.93% responders are come to know about Himalaya
products from retailer, 57.14% responders are from advertisement/television,
5.36 % from newspaper and 28.57% from words of mouth

Figure 4.14
Figure shows how to know about Himalaya
60

50

40

30

20

10

0
Advertisement/television Retailer News paper Words of mouth

Table 4.15
Showing that Himalaya company offers large variety of products
Option Count Percentage (%)
Strongly agree 11 19.64

Agree 24 42.86

Neutral 20 35.71
Disagree 1 1.79
Strongly disagree 0 0.00
Total 56 100
(Source: survey data)

According to this diagram 19.64% responders strongly agree that Himalaya

company offers large variety of products, 42.86% only agree that Himalaya
31
company offers large variety of products, 35.71% neutral says that Himalaya
company offers large variety of products, 1.79% disagree Himalaya products
offers large variety of products and no one says that Himalaya company offers
large variety of products.

Figure 4.15
Figure shows Himalaya offers large variety of products

1.79 0

19.64

Strongly agree
35.71
Agree
Neutral
Disagree
Strongly disagree

42.86

Table 4.16
Showing the respondent are satisfied with Himalaya products

Option Count Percentages (%)

Yes 45 80.36
No 11 19.64
Total 56 100
(Source: survey data)

Under this diagram 80.36% responders are satisfied with Himalaya products
and 19.64% are not satisfied with Himalaya products

32
Figure 4.16
Figure shows the satisfaction of Himalaya product

No 19.64

Yes 80.36

0 10 20 30 40 50 60 70 80 90

Table4.17
Showing that Himalaya products uses natural ingredients
Option Count Percentage (%)

Disagree 3 5.36
Strongly disagree 2 3.57
Neutral 29 51.79
Agree 21 37.50
Strongly agree 1 1.79
Total 56 100
(Source: survey data)

According to this diagram 5.36% responders disagrees that Himalaya

products uses natural ingredients, 3.57% strongly disagree that Himalaya
products uses natural ingredients, 51.79% responders’ neutral says that
33
Himalaya products uses natural ingredients, 37.50% agree that Himalaya
products uses natural ingredients, 1.77% strongly agree that Himalaya products
uses natural ingredients

Figure 4.17
Figure shows Himalaya uses natural ingredients

60

50

40

30

20

10

0
Strongly agree Agree Neutral Strongly disagree Disagree

Table 4.18
Showing Himalaya products are chemical free
Option Count Percentage (%)
Strongly agree 5 8.93

Agree 16 28.57
Neutral 27 48.21
Disagree 8 14.29
Strongly disagree 0 0.00

Total 56 100
(Sources: survey data)

34
According to this diagram 5.36% responders disagrees that Himalaya products
uses natural ingredients, 3.57% strongly disagree that Himalaya products uses
natural ingredients, 51.79% responders’ neutral says that Himalaya products
uses natural ingredients, 37.50% agree that Himalaya products uses natural
ingredients, 1.77% strongly agree that Himalaya products uses natural
ingredients

Figure 4.18
Figure shows that Himalaya are chemical free

8.93
14.29

Strongly agree
Agree
28.57
Neutral
Disagree
Strongly disagree
48.21

Table 4.19
showing Himalaya products have good image
Option Count Percentage

Yes 49 87.50

No 7 12.50

Total 56 100

(Source: survey data)

Under this diagram 87.50% have a good image about Himalaya

products and only 12.50% responders not have a good image about Himalaya
products.

35
Figure 4.19
Figure shows the image of Himalaya products

12.5

Yes
No

87.5

Table 4.20
Showing price level do you most buy Himalaya products
Option Count Percentage (%)

Below 100 20 35.71

100 – 200 26 46.43
200-300 8 14.29
Above 300 2 3.57
Total 56 100
(Source: survey data)

Under this among 100% 35.71 responders who buy Himalaya products at the
price range of below 100, 46.43%in the range of 100 and 200, 14.29% at 200
and
300 and balance 3.57 purchased at the price level of above 300

36
Figure 4.20
Figure shows the price level

3.57

14.29

35.71
Below 100
100 – 200
200-300
Above 300

46.43

Statistical tool – Chi-square test.

 The tool is representing the association between the product pricing and
experience in usage of products of Himalaya.
 H0: There is no association between product pricing and experience in
usage of product.
 H1: There is an association between product pricing and experience in
usage of product.

Table 4.21
showing pricing and experience of using Himalaya.

Usage / Last 6 6 months 1 – 3 years More than Total

Product months – 1 year 3 years
pricing
Yes 15 9 10 10 44

37
No 6 3 2 1 12

Total 21 12 12 11 56

Table 4.21.1 Chi – square table.

O E (O – E) (O – E)2 (O – E)2/E

15 16.5 -1.5 2.25 0.136

6 4.5 1.5 2.25 0.50
9 9.42 -0.42 0.18 0.019
3 2.57 0.43 0.18 0.315
10 9.42 0.58 0.34 0.036
2 2.57 -0.57 0.32 0.124
10 8.64 1.36 1.85 0.214
1 2.35 -1.35 1.82 0.774
Total 2.118

Calculated value of Σ (O - E)2/E = 2.118

Level of significance = 5% = 0.05

Degree of freedom = (c – 1) (r – 1)
= (4 -1) (2 -1)
= (3) (1)
= (3)
Chi square tabular value = 7.815

Here, tabular value is greater than calculated value (7.815>2.118).

38
If the calculated chi-square value is less than the critical value, it “fails to reject”
the null hypothesis. That is, accept the generic theory about the expected ratio is
correct.
Therefore, H0 is accepted at 5% level of significance.

Conclusion
 Under these 15 responders uses Himalaya products from last 6 months, 9
responders from last 6 month to 1 year, 10 from last 1 to 3 years, 10 from
more than 3 years.

 There is no association between product pricing and experience in usage

of product.

Table 4.22
Showing responders purchasing Himalaya products through online
Option Count Percentage (%)
Yes 17 30.36
No 39 69.64
Total 56 100
(Source: survey data)

Under this diagram 30.36% responders are purchased Himalaya products from
online and 69.64% responders not purchased Himalaya products from online.

Figure 4.21

Figure shows customer buying Himalaya through online

39
30.36

Yes
No

69.64

Table 4.23
Showing customers are convenient on using Himalaya products

Option Count Percentage (%)

Yes 50 89.29

No 6 10.71

Total 56 100
(Source: survey data)

Under this 89.29% responders are convenient on using Himalaya products and
10.71% are not convenient on using Himalaya products.

Figure 4.22
Figure shows how much convenient of customers by using Himalaya

40
10.71

Yes
No

89.29

41
CHAPTER V
FINDINGS, SUGGESTION AND CONCLUSION

51
5.1 FINDINGS

• All the responders are from the locality of Palakkad.

• Out of 56 41 are female and 15 are male
• Out of this most of the responders are student
• The annual income of responders mostly buying Himalaya products below
50000
• Out of 56, 53 peoples are ever used any products of Himalaya.
• The most people’s uses face wash/cleaner of Himalaya products.
• Under this 80.36% responders heard about Himalaya products.
• Out of 56 only 2 responders are not heard about Himalaya products.
• Most of the peoples like Himalaya products.
• The main factor on buying Himalaya products is quality (22/56)
• Most of the peoples says that they are buy Himalaya products in the future.
• Out of 56, 21 responders are uses Himalaya products from last 6 months.
• Most of the peoples use Himalaya products from last 6 months.
• Many of the peoples come to know about Himalaya products from
advertisement/television.
• Most of the peoples agrees that Himalaya company offers large variety of
products.
• No one strongly disagree that Himalaya company offers large variety of
products.
• Out of 100%, 80.36% responders are satisfied with Himalaya products.

• Under this survey most peoples are convenient on using Himalaya products.

• Most people’s buy Himalaya products under the range of between 100 –
200

53
• Out of 56, 44 responders feels that the pricing of Himalaya products are
reasonable.
• Most of users of Himalaya products are tried online purchase.
• Most users buy Himalaya products from super markets than general store and
medical store

5.2 Suggestions

• Himalaya company offers more products to men.

• The company may directly contact the customer. It will help the company to
Increase the sales volume.
• The company may reduce the price of the products to attract more customers
of low-income group.
• The advertisement on Himalaya products on newspaper and magazines are
less. So, the company should try to increase the advertisement in this media.
• Change the style of packaging may help retain the customers.
• The quantity inside the pack should be matched with the inside of the content.
• They should more concentrate more on offering free gifts to attract the
Customers.

53
5.3 Conclusion

The modern marketing is highly competitive and transitional one. A

company must decide that what it can sell and what the approaches to
satisfy the customer are. The customer today does not accept any
products which does not find a place in the market. So, it can be said that
modern market is customer oriented and any product success or failure is
determined only by the customer.

In this study it is found that Himalaya was the first mover among the
other hands available in the market. Majority of the customers are
satisfied with the product. The weakness of the Himalaya products is high
cost and less quantity. The main competitors for them are Indhulekha,
Amway, Lakhme, Garnier, Hence, it is concluded that retaining of
customers is a real challenging to manufactures.

53
BIBLIOGRAPHY

61
Websites
www.wikipedia.com

www.govt.com

www.slideshare.net

www.managejournak.com

www.ijims.com

www.worldwidejournals.com

www.eprajournals.com

Journals
1. Dr. G.Venkatesh (2005) “Consumer Attitude
Towards
Amway”, Intercontinenal journal of marketing Volume 3, issue 11,
November 2015 page 13

2. Dr. Nandhini (2014) “A Study on Customer Satisfaction

Towards
Amway products in Coimbatore city” International Journal Of
marketing, Financial Services and Management Research.

3. Dr. S. Jamuna (2015) “A Study on Customer Satisfaction

Towards Ponds Skin Care”.

4. Himmani Dahiya (2014) “marketing a product – face wash”,

International Journal for Management and Pharmacy Vol 3, issue 4,
May 2014.

5. Depal Singh (2001) “Entitled Consumer Behaviour and

Banking Retail Products and Analysis”. Books

6. Dr. M. Sivakumar (2017) “Marketing Management”

7. S. Chand (2018) “modern Marketing Principles”

61
ANNEXURE

61
A STUDY ON CUSTOMER SATISFACTION ON HIMALAYA
PRODUCTS WITH REFERENCE TO PALAKKAD

1 Gender of the respondent

2 Occupation of the respondent

3 Annual income of the respondent

4 Have you ever used any products of Himalaya?

▪ Yes
▪ No

5 Which product do you buy/use more in Himalaya products?

▪ Face wash /cleaner

▪ Shampoo
▪ Moisturiser
▪ Creams

6 Have you heard about Himalaya products before you tried the
sample

▪ Yes
▪ No
▪ May be

7 In general, do you like Himalaya products?

▪ Yes
▪ No
▪ I don’t know much about this product

8 In general, what are the main factors you like Himalaya products?

▪ Quality
▪ Natural ingredients
▪ Price
▪ Brand Heritage

61
9 Which is your preferred location to buy Himalaya products?

▪ Medical store
▪ General store
▪ Super market

10 Would you consider buying/using this product in the future?

▪ Yes
▪ No

11 Would you recommend this to your friends/relatives?

▪ Yes
▪ No

12 Do you deal in Himalaya products?

▪ Yes
▪ No

13 How do you rate the Himalaya product quality?

▪ Best in class
▪ Good
▪ Slow response

14 Since how much long have you been using Himalaya products?

▪ Last 6 months
▪ Last 6 months – 1year
▪ From 1-3 year
▪ For more than 3 years

15 How do you come to know about Himalaya products?

▪ Retailer
▪ Advertisement/ television
▪ News paper
▪ Word of mouth

61
16 Do you agree Himalaya drug company offers large variety of
products?

▪ Strongly agree
▪ Agree
▪ Neutral
▪ Disagree
▪ Strongly disagree

17 Do you agree that you are satisfied with Himalaya products?

▪ Yes
▪ No

18 Do you agree that Himalaya products uses natural ingredients?

▪ Strongly agree
▪ Agree
▪ Neutral
▪ Disagree
▪ Strongly disagree

19 Do you agree that Himalaya products are chemical free?

▪ Strongly agree
▪ Agree
▪ Disagree
▪ Strongly disagree

20 Do you agree that Himalaya products makes a good image?

▪ Yes
▪ No

21 In which price level you most buy Himalaya products?

▪ Below 100
▪ 100 – 200

61
▪ 200 – 300
▪ Above 300

22 Do you feel the pricing of Himalaya products are reasonable?

▪ Yes
▪ No

23 Have you tried purchasing Himalaya products online

▪ Yes
▪ No

24 Are you convenient on using Himalaya products

▪ Yes
▪ No

61