Professional Documents
Culture Documents
A Study On Customer Satisfaction: Regarding Mineral Water
A Study On Customer Satisfaction: Regarding Mineral Water
ON
Session: 2014-2017
Mullana, Ambala
1
TABLE OF CONTENTS
Deceleration 03
Acknowledgement 04
Conclusion 51
Bibliography 52
ANNEXTURE
57
• Questionnaire
2
DECLERATION
3
ACKNOWLEDGEMENT
I have completed this study under the able guidance and supervision of Ms.
Indu I will be failed in my duty if I do not acknowledge the esteemed
scholarly guidance, assistance and knowledge. I have received from them
towards fruitful and timely completion of this work.
Mere acknowledgement may not redeem the debt I owe to my parents for
their direct/indirect support during the entire course of this project.
4
CHAPTER:-1
INTRODUCTION
5
INTRODUCTION
CUSTOMER SATISFACTION
Many companies are aiming for high satisfaction because customers who
are just satisfied still find it easy to switch, when a better offer comes along.
Those who are highly satisfied are much less ready to switch. High
satisfaction or delight creates an emotional affinity with the brain, not just
a rational preference. The result is high customer loyalty.
6
Definition
Conceptual framework
• Quality of product
• Value of product relative to price - a function of quality and price
• Time issues, such as product availability, availability of sales
assistance, time waiting at checkout, and delivery time
• Atmosphere of store, such as cleanliness, organization, and
enjoyable shopping environment
• Service personnel issues, such as politeness, attentiveness and
helpfulness
• Convenience, such as location, parking, and hours of operation
8
because customer satisfaction would be far too low, and customers would
easily have the option of leaving for a better contract offer.
Here are the top six reasons why customer satisfaction is so important:
9
• It’s cheaper to retain customers than acquire new ones
Any customers that give you a rating of 7 and above, can be considered
satisfied, and you can safely expect them to come back and make repeat
purchases. Customers who give you a rating of 9 or 10 are your potential
customer advocates who you can leverage to become evangelists for your
company.
Scores of 6 and below are warning signs that a customer is unhappy and at
risk of leaving. These customers need to be put on a customer watch list
and followed up so you can determine why their satisfaction is low.
That’s why it’s one of the leading metrics businesses use to measure
consumer repurchase and customer loyalty.
Picture two businesses that offer the exact same product. What will make
10
you choose one over the other?
If you had a recommendation for one business would that sway your
opinion? Probably. So how does that recommendation originally start?
More than likely it’s on the back of a good customer experience.
Companies who offer amazing customer experiences create environments
where satisfaction is high and customer advocates are plenty.
This is an example of where customer satisfaction goes full circle. Not only
can customer satisfaction help you keep a finger on the pulse of your
existing customers, it can also act as a point of differentiation for new
customers.
Customer satisfaction is the metric you can use to reduce customer churn.
By measuring and tracking customer satisfaction you can put new
processes in place to increase the overall quality of your customer service.
11
Furthermore, a ‘totally satisfied customer’ contributes 14 times more
revenue than a ‘somewhat dissatisfied customer’.
For example, you might have a cost per acquisition of $500 dollars and a
clv of $750. That’s a 50% Roi from the marketing efforts. Now imagine if
clv was $1,000. That’s a 100% Roi!
Mckinsey found that an unhappy customer tells between 9-15 people about
their experience. In fact, 13% of unhappy customers tell over 20 people
about their experience.
How much will that affect your business and its reputation in your
industry?
If that stat does not strike accord with you then there’s not much else I can
do to demonstrate why customer satisfaction is important.
Customers cost a lot of money to acquire. You and your marketing team
spend thousands of dollars getting the attention of prospects, nurturing
them into leads and closing them into sales.
13
Lee resource Inc. Found that for every customer complaint there are 26
other unhappy customers who have remained silent.
That is an alarming statistic. Most companies think they are the best and
they have no unhappy customers. The reality is, 96% of unhappy customers
don’t complain. In fact, 1financial training services found that most simply
just leave and never come back.
What are you doing to measure customer satisfaction and identify unhappy
customers?
I hope this blog post has shed light on why customer satisfaction is so
important to the success of your business.
Consumer Behavior
The term ‘Customer’ is somewhat different from the term ‘consumer’. The
term customer is used to refer to someone who purchases goods and
14
services from a particular store or company. Thus a customer is defined in
terms of a specific term while a consumer is not ‘Consumer’ may be
referred to any one engaged in evaluating, acquiring, using or disposing of
goods and services which he expects will satisfy his needs. So ultimately
Consumers are that individual who consumes or uses a product, which may
or may not be purchased by him. So after getting into these terms we need
to get into the details of “Consumer Behavior”.
15
Introduction
All living things need water. The earth is full of water. Water is the most
essential element, next to air, to our survival. Water makes up more than
two thirds of the weight of the human body, and without it, we would die
in a few days. Water is important to complete daily life and to maintain our
body health. Thirty years ago 'packaged drinking water' barely existed.
Nowadays the product forms an essential business by its stable and still
growing market - locally and globally. Packaged drinking water can be
described as any product, including natural spring or well water, taken from
municipal or private utility systems or other water, distilled water or any
of the foregoing to which chemicals may be added and which are put into
sealed bottles, packages or other containers, to be sold for domestic
consumption or culinary use. In 2013 the global packaged drinking water
market is forecast to have a value of $94.2 billion, an increase of 41% since
2007. This increasing trend reveals that the product meets the demand of
countless consumers.
Water is our lifeline that cleans and feeds us. In ancient cultures, water
represented the very essence of life. The romans were the first to pipe water
into their growing cities, especially with their aqueducts. They also realized
that sewage water could cause damage to people and needed to be removed
from the living environment. Water has played a role not only in the history
of countries, but also in religion, mythology, and art. Water in many
religions is symbolized as a soul cleanser and known as holy water. For
16
example, water at st.lourdes, France is thought by many religions to be
sacred with healing powers. It brought life to their people, but in drought,
produced chaos. Water has always been perceived as a gift from the gods,
as it rained from the heavens.
Importance of water
Water is not only important to human beings, but also for every living thing
needs it to live. It has helped form the earth as we know it, and it covers
over 70 per cent of the earth. Even where there is land, much of it is covered
by ice, which is obviously just solid water.
The earliest bottled water company was founded in the United States in the
middle of the 19th century. In 1845, the ricker family of Maine bottled and
sold water from a so far unidentified source. Their small operation quickly
17
grew; capitalizing on the spring's supposed medicinal properties,
eventually became the Poland springs water company. Mirroring the ricker
success, in 1905, the Ozark spring water company was founded in eureka
springs, arkansas. Since then, bottled water landscape has expanded
tremendously. This expansion has come mostly recently, and it seems to
be the acceleration of a slowly expanding industry. Between the early part
of the 20th century and its end, there was little activity in the bottled water
industry.
It was in the early 19th century, when the market showed a noticeable
change in Europe and captured a great part of the beverage market share.
The real boost of bottled water commenced in 1968 when the French
company 'vittel' revolutionarily launched the first plastic bottled water-
aimed for general public consumption. With France and Germany on top
with their highest sales in volume, Europe became an established and
leading market.
18
beginning of a booming global bottled water market.
People want drinking water that is free of bacteria, sparkling and without
an objectionable take or odour. Water in its natural state seldom has these
qualities. So, after water is drawn from source, it is piped into a treatment
plant. The plant put the water through one or several process, depending
on the quality of the untreated water, and the city's standards. Many cities
use three levels of processing which are:
Ii. Filtrations
Iii. Disinfection
Variety of packages
Mark miller, "bottled water: why is it so big? Causes for the rapid growth
of bottled water industries", honors thesis, presented to the honors
committee of texas state university, san marcos, may 2006
The formal bottled water business in India can be divided broadly into three
segments in terms of cost: premium natural mineral water, natural mineral
water and packaged drinking water. Premium natural mineral water
includes brands such as evian, san pelligrino and perrier, which are
19
imported and priced between rs.80 and rs.110 a litre. Natural mineral water,
with brands such as Himalayan and catch, is priced around rs.20 a litre.
Packaged drinking water, which is nothing but treated water, is the biggest
segment and includes brands such as parle, bisleri, Coca-Cola’sKinley and
PepsiCo’sAquafina. They are priced in the range of rs.10-12 a litre. The
fda also classifies some bottled water according to its origin.
Iv. Well water: water from a hole, bored or drilled into the ground,
which taps intoan aquifer.
V. Tap water: some bottled water also comes from municipal source in
otherwords the tap. Municipal water is usually treated before it is bottled.
20
Market analysis of packaged drinking water on environment
All this happens due to water contamination, in fact. There are three types
of water contamination as explained below:
21
Bottled water is mostly sold in plastic containers ranging from small eight
ounce or half litre containers to multi-gallon bottles. Globally, bottled
water industry is estimated to use about 2.7 million tons of plastics each
year, for the vast majority of water bottles in the shape of polyethylene
terephthalate (pet)
22
CHAPTER-2
REVIEW OF LITERATURE
23
Till two decades back, drinking water was not a marketable packed product
in our country. Since it was given free of cost all by nature, no one had
such an idea of its marketability. Thus, the bottled water is a new product
to the Indian consumers and there was no much effort taken to contribute
more research in this field. On account of this fact, the researcher attempted
to summarize some of the research studies undertaken in some other related
study.
24
consumption of mineral water. He found that advertisement is the
best source of information as all the respondents are aware of
mineral water. Majority of the respondents spend up to Rs.500 per
month towards mineral water, consume mineral water for the one to
two years having monthlyconsumption of up to 10 litres.
• H B Mathur, Sapna Johnson Rashmi Mishra, Avinash Kumar,
and Bhupinder Singh (2003) in their study titled "CSE Report on
pesticide residues in bottled water", analyzed pesticide residues in
bottled water. Pure drinking water is a luxury in India today. Most
water sources are contaminated; waterborne diseases such as
diarrhea, dysentery, typhoid, jaundice and gastroenteritis are legion.
Even the municipal water supply is not free of contaminants like
pesticides, and heavy metals. People eitherboil water for drinking
purpose or install purifiers. Of late, they have also turned to bottled
water, available in the open market; this water is perceived as safe.
• Adrian Feru (2004) in his article entitled "Bottled natural mineral
waters in Romania", stated that "different from drinking water
supplied by the municipal network or from other bottled waters, all
of which undergo some kind of prior treatment in order to become
potable, the natural mineral water is an ecologically pure product,
that by virtue of its composition may induce beneficial health
effects. According to the EC Directive 80/777, the main criteria used
for defining the natural mineral water refer to its original purity and
its adequate protection against any pollution hazard. In Romania,
mineral water consumption is an old tradition. The geological setting
and the existence of unpolluted areas favoured the development of
mineral water sources of an outstanding quality, many of which
include also carbon dioxide in natural state.
25
• Gabriel J. Bowen, David A. Winter (2005) in their article indicated
that bottled and packaged waters are an increasingly significant
component of the human diet. These products are regulated at the
regional, national, and international levels and determining the
authenticity of marketing and labelling claims represent a challenge
to regulatory agencies. Here, they present a dataset of stable isotope
ratios for bottled waters sampled worldwide, and consider potential
applications of such data for regulatory, forensic and geochemical
standardization applications. The hydrogen and oxygen isotope
ratios of 234 samples of bottled water range from 147% to b15% and
from 19.1% to b3.0%, respectively.
• Miguel F. Doria (2006) in his article entitled "Bottled water versus
tap water: understanding consumers' preferences", says that
consumption of bottled water has been increasing consistently over
the last decade, even in countries where tap water quality is
considered excellent. This paper discusses some of the reasons why
people decide for an option that is often more expensive and less
comfortable than tap water. Consumer surveys usually stress two
main factors: dissatisfaction with tap water organoleptic(especially
taste) and health/risk concerns.
• Gabriel R. Kassenga (2007) conducted a study on "The health-
related microbiological quality of bottled drinking water sold in Dar
es alaam, Tanzania". He found that the consumption of bottled and
plastic-bagged drinking water in Tanzania has increased largely
because of the deteriorating quality of tap water. It is uncertain
whether these water products are safe for drinking. In this study, the
microbiological quality of bottled and plastic-bagged drinking water
sold in Dar es Salaam, Tanzania, was investigated.
26
• B. Chitra (2008) studied consumer awareness, brand preference and
satisfaction of packed drinking water in Coimbatore city". Her
objective of the study was to find out the consumer awareness
towards various packed drinking water. She observed that all the
respondents were aware of the availability and marketing of packed
drinking water. A total of 52.8% of the respondents were aware of
three main brands called Biseleri, Siruvani and Kinley respectively
in the ratio 19%, 17.5% and 16.3%. The other remaining 47.2%
respondents were aware of the other brands namely Zill Drops,
Kaveri, Surabhi, Aqua fina, Aquapuraa, Sabols and Ashwa.
• Devendiran (2010) in his study stated that now-a-days successful
companies have recognized that the marketing environment is
constantly spinning new opportunities and they environment the
marketed should also identify the consumer information source and
evaluate their relative communication for the target market
companies must work to ensure customer satisfaction at all level of
the buying process because after the satisfaction of customers the
companies give due considered for profit today more companies are
recognizing the importance of satisfying retaining current
customers.
• R.Anitha (2011) in her study entitled," A study on customer
preference toward packaged water in Karur city", stated that the
people's consumption of packaged water has increased considerably.
To attract consumers, the companies producing packaged water give
advertisements and have good distribution network for marketing
the same. The study aimed at bringing out perception of consumers
towards the purchase and consumption of packaged drinking water.
Many consumers living in urban areas today use packaged drinking
27
water as a mean of meeting their daily requirements. Potential health
is the main reason for purchasing packaged mineral waters.
• Joanna Galvez (2011) concluded that bottled water was the primary
source of drinking water for almost all households. Living Waters
for the World consumers were more likely than non-consumers to
cite price as a reason they preferred a specific brand of bottled water.
Living Waters for the World consumers were also more likely to use
bottled water for other purposes besides drinking, namely, cooking,
preparing food, and brushing their teeth compared to non-
consumers. Overall, there were some interesting findings but due to
the small sample, it was difficult to perform further analyses.
28
CHAPTER NO.:-3
RESEARCH
METHODOLOGY
29
RESEARCH METHODOLOGY
The above maxim clearly brings out the significances of research for any
development growth to take place.
The research under taken for this project is both descriptive Analytical in
nature. It is descriptive because it attempts to describe the state of affairs,
as it exists in the cellular market at present. It is analytical for it user
available facts information for analysis to made a critical evaluation of the
material.
30
RESEARCH DESIGN:
DATA COLLECTION:
PRIMARY DATA:
Primary data are original in character and are generated in large number of
survey conducted by government, and by some individuals, institutions and
research bodies.
SECONDARY DATA:
31
Secondary data means already available data.
SAMPLE METHOD:
The method used to collect the sample for the study was
Convenience sampling
When the population elements are related for inclusion in the sample based
on ease of access, it is called convenient sampling.
SAMPLE UNIT:
SAMPLE SIZE
32
• The study has only made a humble attempt of evaluation of customer
feedback and brand awareness based on different criteria.
• The brand awareness towards directional media services is carried
out in ambala
PERCENTAGE ANALYSIS
33
34
CHAPTER NO.:-4
DATA ANALYSIS
&
INTERPRETATION OF DATA
35
1 15000-25000 23 23%
2 25000-50000 27 27%
3 50000-75000 12 12%
4 75000 + 38 38%
Respondents Total 100 100%
38% 23%
15000-25000
25000-50000
50000-75000
75000 +
27%
12%
INTERPRETATION:-
It can be inferred from the table that more than 27% of the customers'
income ranges from 25000-75000 In this case 23% of them responded
15000-25000 27% of them responded 25000-50000 12% of them
responded 50000-75000 38% of them responded 75000+
36
S.No Member Frequency Percentage
1 1 10 10%
2 2 15 15%
3 3 15 15%
4 4 26 26%
5 5 12 12%
6 6 10 10%
7 More than 6 12 12%
Respondents Total 100 100%
30
25
20
15
10
5
0
1 2 3 4 5 6 More
than 6
Series1 10 15 15 26 12 10 12
37
S.no Know Frequency Percentage
1 Yes 85 85%
2 No 15 15%
Respondents Total 100 100%
Sales
0 0
15%
85%
Yes No
INTERPRETATION
38
S.no Factors Number of % of
respondents respondents
1 Television 4 4.7%
2 Marketer’s Suggestion 40 47%
3 Radio 3 3.5%
4 Print 18 21.3%
5 Online 20 23.5%
Total 85 100%
Sales
4.70%
23.50%
47%
21.30%
3.50%
INTERPRETATION:-
It is clear that 21.3% respondents say that they come to know about that
company by print media. And 23.5%% know about that online and 47%
respondents come to know about Mineral Water from marketer’s
suggestions.
39
S.no Use Frequency Percentage
1 Yes 75 88%
2 No 10 12%
Respondents Total 85 100%
Sales
0 0
88%
3.2
Yes No
INTERPRETATION
40
S.no Factors Number of % of
respondents respondents
1 Himgiri 5 7%
2 Bislari 40 53%
3 kinley 25 33%
5 Any other 5 7%
Total 75 100%
Any other
7%
Himgiri
7%
kinley
33%
Bislari
53%
7% respondents prefer himgiri, 53% prefer bislari, 33. Prefer kinley and
last 7 % preffer other companies mineral watwr.
Sales
0
20% 13.30%
66.70%
INTERPRETATION
13.3% Respondents say Mineral water Are cheaper than other competitor
soft drinks products.
Sales
0 0
66.70%
3.2
Yes No
INTERPRETATION
43
S.No Satisfy Frequency Percentage
1 Yes 50 66.7%
2 No 25 33.3%
Respondents Total 75 100%
Sales
00
66.70%
Yes No
INTERPRETATION
44
S.No Satisfy Frequency Percentage
1 Yes 38 76%
2 No 12 24%
Respondents Total 50 100%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Yes No
Series1 76% 24%
INTERPRETATION
38 respondents out of 50 say they give advice to use the Mineral Water and
other does not give advice to other.
45
CHAPTER NO.:-5
FINDINGS
&
SUGGESTIONS
FINDINGS
46
• It can be inferred from the table that more than 27% of the customers'
income ranges from 25000-75000 In this case 23% of them
responded 15000-25000 27% of them responded 25000-50000 12%
of them responded 50000-75000 38% of them responded 75000+
• 10 people’s have a family consisting of 1 person, 15 of the people’s
have a family consisting of 2 people, 15 of the people’s have a family
consisting of 3 people, 26 of the people’s have a family consisting of
1 person, 12 of the people’s have a family consisting of 5 people, 10
of the people’s have a family consisting of 6 people and 12 of the
people’s have a family consisting of more than 6
• Out of 100 respondents 85 know about Mineral Water.
• 15 out of 100 respondents don’t know about Mineral Water.
• It is clear that 21.3% respondents say that they come to know about
that company by print media. And 23.5%% know about that online
and 47% respondents come to know about Mineral Water from
marketer’s suggestions.
• Out of 85 respondents 75 use Mineral Water.
• 10 out of 85 respondents don’t use Mineral Water.
• 7% respondents prefer himgiri, 53% prefer bislari, 33. Prefer kinley
and last 7 % preffer other companies mineral watwr.
• 13.3% Respondents say Mineral water Are cheaper than other
competitor soft drinks products.
• 66.7% like because these are available in purity
• 20% like because water is available in may quantities
• Out of 75 respondents 50 say they are satisfy with the availability of
Mineral Water in market
47
• Out of 75 respondents 25 are not satisfy with the availability of
Mineral Water in market
• Out of 75 respondents 25 are not satisfied with Mineral Water
• 38 respondents out of 50 say they give advice to use the Mineral
Water and other does not give advice to other.
48
SUGGESTIONS
49
advertisements along with other suitable promotional measures like
local celebrity reference and sponsoring local socio-cultural events
may be highly useful The Company should take proper feedback
from existing clients from time to time. In case they are facing any
problem it can be solved timely, without delays
50
CONCLUSION
51
CONCLUSION
After the deep study of mineral water, I can tell that this is the sector, which
has most business opportunities perhaps in India
The study about customer satisfaction level regarding Mineral Water was
very interesting and informative. It is found out that most of the
respondents are aware about Mineral Water. Though the awareness level
is high about Mineral Water among the public, the preference level is not
up to the mark due to strong competition in the market.
Suggestions made were based on the study. Findings will certainly help the
company to understand its position in the market and also to find the level
of demand for Mineral Water among the public.
52
BIBLIOGRAPHY
53
BIBILIOGRAPHY
BOOKS:
WEB SITES:
• www.ask.com
• www.scribd.com
• www.studymedia.com
54
ANNEXTURE
55
QUESTIONARIES
• 15000-25000
• 25000-50000
• 50000-75000
• 75000 +
• 1
• 2
• 3
• 4
• 5
• 6
• More than 6
• Yes
• No
• Television
• Marketer’s Suggestion
• Radio
• Print
• Online
56
5Q:-Do you use Mineral Water
• Yes
• No
• Himgiri
• Bislari
• kinley
• Any other
• Cheaper
• Pure Mineral
• Available in many quantities
• Yes
• No
• Yes
• No
• Yes
• No
57