A

PROJECT REPORT

ON

“A Study of customer satisfaction Towards Fair &Lovely Cream in SRTMU

Campus, Nanded.”

Submitted by
Vijay Dashrath Gavali
MBA II Yr. [VI SEM.]
Roll No.:-

Submitted To
School of Commerce & Management Sciences
Under Guidance
Dr.G.P.Mudholkar
Swami Ramananad Teerth Marathwada University,
Nanded-431606
Academic Year 2019-2020

pg. 1
 CERTIFICATE

This is to certify that the Project entitle ‘‘ A Study of Customer Satisfaction towards
fair & lovely cream’’ In S. R. T. M. UNIVERSITY, Nanded is a sincere and genuine
project work done by Vijay Gavali under my intimate supervision and guidance and
submitted for the award of degree of Commerce & Management Sciences as per the
requirement of Swami Ramanand Teerth Marathwada University Nanded. To the best of My
Knowledge, such type of project work has neither been done nor submitted for any degree of
this or any other university.

Dr. B.R.Suryawanshi Dr.G.P Mudholkar

Director S.C.M.S. Guide S.C.M.S.

pg. 2
 DECLARATION

I undersigned, hear by declare that the project titled ‘’ A Study of Customer Satisfaction
Towards fair & lovely cream ’’ carried out by me under guidance and supervision Dr.G.P.
Mudholkar School of Commerce and Management Science, under Swami Ramanand
Teerth Marathawada University, Nanded is an original work and the conclusion drawn are
based on the data collected by myself and is not submitted earlier for the award of any degree
or diploma of this or any other university.

Place:- Nanded Vijay Dashrath Gavali

Date:- MBA II Year

ACKNOWLEDGEMENT

pg. 3
 I feel immense pleasure in expressing my sincere and profound sense of gratitude to
Honourable, Vice-Chancellor Sir Dr. Udhav Bhosale, Director of SCMS Dr. B.R.
Suryawanshi, School of Commerce & Management Science, SRTM University, Nanded.

I am also greatly indebted to Dr.G.P Mudholkar for his inspiring guidance, unending
kindness, constant encouragement and constructive criticism during the course of summer
project and in the preparation of this report.

I am greatly indebted All student of Campus for being co-operative during tenure of
my project.

Date:- Vijay Dashrath Gavali

MBA II Year

CONTENT

pg. 4
No. CHAPTER Page
No.
1 Introduction & Theoretical Background 6-11

2 Objective 12-13

3 Research Methodology 14-19

4 Limitation Of The Study 20-21

5 Data Analysis & Interpretation 22-40

6 Finding 41-42

7 Conclusion 43-44

8 Suggestions 45-46

9 Appendix 47-49

10 Bibliography 50-51

pg. 5
 CHAPTER 1
INTRODUCTION & THEROETICAL
BACKGROUND

INTRODUCTION:-
World’s No 1 fairness cream, HUL’S largest skin brand flaw fair
& lovely is that. Fair & lovely’s skin lightening technology is known to be the best in the
world however, this stopped the brand from innovating further to pioneer the development of
cutting edge fairness solutions.

Fair & Lovely brand essence of reseirpting destiny has played a decisive over 30
countries. Today , 250 million consumer across the globe strongly connect with fair & lovely
pg. 6
as a brand that brands commitment towards empowering woman has inspired the initiation of
fair & lovely foundation, time ofter time the foundation initiates various education &
employment related programs that gives underprivileged woman the power to overcome all
barriers & change their lives.

KEY FACTS:-

Know fair & lovely cream even better:-

 Developed in 1975, fair & lovely is the world’s first fairness cream.

 It contains No bleach or harmful ingredients. Instead, it provides visible fairness in a

sake & reversible process.

 In 2003 it was rated as the twelfth most trusted brand in India by ACNIELSEN
ORGMARG.

pg. 7
  In 2004, it was identified as a super brand.

 How & when was fair & lovely first made.

Scientists at the unilever research laboratories in India were the first to discover the
skin lightening action of niocinamide (Vitamin B ) that led to the development of a
unique & patented formation of fair & lovely in 1972, fair & lovely was launched in
1978, in India.

CUSTOMER SATISFACTION

Customer Satisfaction is a term frequently used in marketing. While its often

abbreviated as CSAT. It is more correct to abbreviate it as CSAT. It is a measure of how
product & service supplied by a company meet or surpass customer expectation.

Customer Satisfaction is defined as ‘’The number of customer or percentage of total

customer whose reported experience with a firm, its products, or its services (ratings)
exceeds, specified satisfaction goals.’’

The importance of customer satisfaction diminishes when a firm has increased

bargaining power.
pg. 8
Ex- Cell phone plan providers, such as AT & T & Verizon, participate in an industry that is
an oligopoly.

CUSTOMER AWARENESS

Customer Awareness is a part of a company’s marketing & communication plan. It

is a process that help an entrepreneur educate customers about his/her company. Its
performance & the product or service his/ her company program ensures better customer
engagement & protect customer welfare.

TOP OBJECTIVE OF A CUSTOMER AWARENESS PROGRAM

pg. 9
 Understand which category of customer’s would be interested in the product or
service you’re planning to sell.

 Prepare an effective marketing and advertising plan to reach the target customer
segment.

 Help customers find out your product & service.

 Convey a clear message explaining the strengths & benefits of your product.

PURPOSE

pg. 10
 Fix it, improve it,make changes

CUSTOMER
Ask customers if they like the new
SATISFACTI-Sell the improved product
product
ON

Assess progress (is it selling?)

pg. 11
 CHAPTER 2
OBJECTIVE

Objective :-
It is very essential for every task to have some specified & clear objective so that
we get a direction to move in achieving our goal. We cannot achieve our ultimate goals
without properly defined objectives. Life without objective is same as ‘Ship without Captain’

The objectives of my project are as follows-

pg. 12
 The research objective is to study the Customer Satisfactions towards fair & lovely
cream.
 To study the purchase & consumption behaviors.
 To know the customer perception about choice, price, quality of fair & lovely cream.
 To study the customer expectations towards fair & lovely cream.
 To study position of the company.
 To study the brand loyalty of customer.

CHAPTER 3
RESEARCH METHODOLOGY
pg. 13
 Research METHODOLOGY:-

‘’Marketing research means the systematic gathering, recording, analyzing of data

about problems relating to the marketing of goods & services’’. Marketing research has
proved an essential tool to make all the need of marketing management. Marketing research
therefore is the scientific process of gathering & analyzing of marketing information to meet
the need of marketing management. But gathering of observation is must be systematic. The
systematic conduct of research requires:

 Orderliness, in which the measurements are accurate.

 Impartiality in analysis & interpretation.

Steps in Research Methodology:-

PROBLEM IDENTIFICATION
pg. 14
 RESEARCH DESIGN

SAMPALING & DATA COLLECTION

DATA ANALYSIS

RESEARCH DESIGN:-

Research Design is a plan, structure & strategy of investigation conceived so as to obtain to

answer to research question & to control variance. The research design would be
‘’Descriptive research’’. It is more suitable to describe the characteristics & views of a
particular individual, or of a group & also define clearly adequate methods for measuring it
along with a clear cut definition of population & also mention the sample & statements about
the population on the basis of sample analysis.

Generally there are 3 type of research design.

1. Exploratory research.

2. Descriptive research.

3. Casual research.

ASSUMPTION:-

1. It has been assumed that sample of 50 respondent represents the whole population.
2. The information given by the student is based.

pg. 15
 RESEARCH APPROACH:-

The most suitable approach in this research was the survey. The survey
method is the most widely used technology in the data collection is suitable for
descriptive research. Survey usually includes instrument, sampling plans & contact
method.

METHODS OF DATA COLLECTION

PRIMARY DATA:-

I collected my primary data by performing survey for the purpose of

collecting data a combination of interview method & questionnaire method was used. The
interview was a structured interview, which used a set of predetermined question &
standardized techniques of recording.

It is the information collected during the course of an experiment during

experimental research. It can also be obtained through observation or through direct
communication, with the person associated with the selected subject by performing
survey.

SECONDARY DATA:-

Secondary data means data that is already available in various reports,

diaries, letters, books & which has been used previously for second time.

pg. 16
 SAMPLING SIZE

SAMPLING:-

Sampling may be defined as the selection of some part of an aggregate or

totality on the basis of which a judgment or inference about the aggregate totality is made in
other words it is the process of obtaining information about entire population by examine
only a part of it.

SAMPLE SIZE:-

Sample size of statistical sample is the no. of observation

that constitutes it. It is typically denoted by (n) a positive integer (natural no.)

Sample size:- 50 customers.

Area- S.R.T.M.U. Campus.

METHODS OF SAMPLING:-

1) Random sampling:-

Random sampling is also known a probability sampling under this sampling design,
every item of the universe has an equal chance of inclusion in sample.

2) Non random sampling:-

Non random sampling is that sampling procedure which does not affect any basic for
estimating the probability that item in the population has been included in sample.

In this case random sampling method was used to carry out the survey non probability
purposive sampling method was used.

pg. 17
RESEARCH INSTRUMENT:-

For this study, for the collection of various data requirement, structured,
questionnaire is used. This questionnaire contains qualitative & quantitative information of
the student. The questionnaire contains of both open-ended and close-ended questions, which
would help to know the situation prevailing in the market.

A statistical tool used for the purpose of data analysis, percentage

method is used for calculation & result was interpreted.

No. of Respondents

Percentage=----------------------------×100

Total Respondent

pg. 18
 CHAPTER 4
LIMITATION OF THE STUDY

pg. 19
LIMITATION OF THE STUDY:-

Although every effort has been made to make this project accurate & appropriate yet
it has got some limitation. The main limitation, I faced during the preparation of this project
report are as follows-

 The research was carried out of university only so the findings are generated from
university only.
 Sample size of the study is restricted to 50 customers only. So a definite conclusion is
based upon only the information given by the small no. of customer.
 Although we got good response from the respondents but we had to face some
problem because of the each & every individual has the different views & some
respondents gave us low response.
 Area covered only in S.R.T.M. University so conclusion drawn is based upon only
limited area.
 The study becomes a little time consuming process because we had to visit individual
respondent & ask them to fill the questionnaire.

pg. 20
 CHAPTER 5

DATA ANALYSIS &

INTERPRETATION

pg. 21
 1) Do you use fair & lovely cream?

Table No.1

Sr. No. Content No. Of Response % of No. Of

Respondent
1 Yes 46 92%
2 No 4 8%
Total 50 100%

% of No. Of Respondent
Yes No

8%

92%

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 46
students are use fair & lovely cream.

pg. 22
 Q.2) Are you satisfied with fair & lovely cream?

Table No.2

Sr. No Content No of Response % of No

Respondent
1 Yes 39 78%
2 No 11 22%
Total 50 100%

% of No Respondent

No
22%

Yes
78%

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus
39students are satisfied with fair & lovely cream.

pg. 23
 Q.3) Are you satisfied with price of fair & lovely cream?

Table No.3

Sr. No Content No of Response % of No

Respondent
1 Yes 28 56%
2 No 22 44%
Total 50 100%

% of No Respondent

No
44%

Yes
56%

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 28
students are satisfied with price of fair & lovely cream.

pg. 24
 Q.4) Do you choose fair & lovely cream on quality?

Table No. 4

Sr. No Content No of Response % of. No. of

Respondent

1 Yes 33 66%
2 No 17 34%
Total 50 100%

% of. No. of Respondent

70%

60%

50%

40% % of. No. of Respondent

30%

20%

10%

0%
Yes No

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 33
students are choose fair & lovely cream on quality.

pg. 25
 Q.5 How much fair & lovely cream use in one month?

Table No.5

Sr .No Content No of Response %of No of

Respondent
1 25 gm 36 72%
2 40 gm 10 20%
3 50 gm 4 8%
4 65 gm 0 0%
Total 50 100%

%of No of Respondent
%of No of Respondent
72%

20%

8%
0%
25 gm 40 gm 50 gm 65 gm

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 36
students 25gm use in one month.10 students are use 40gm in one month.

pg. 26
Q.6 In your opinion how much pay for 1 fair & lovely cream?

Table No.6

Sr .No Content No of Response % of No of

Respondent
1 10 Rs 34 68%
2 20Rs 13 26%
3 30 RS 2 4%
4 50 Rs 1 2%
Total 50 100%

% of No of Respondent
% of No of Respondent
68%

26%

4% 2%

10 Rs 20Rs 30 RS 50 Rs

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 34
students are 10RS pay for fair & lovely cream. & 13 students are 20RS pay for one fair &
lovely.

pg. 27
Q.7) Do you choose fair & lovely cream on quantity?

Table No.7

Sr . No Content No of Response % of No of
Respondent
1 Yes 31 62%
2 No 19 38%
Total 50 100%

% of No of Respondent
No
38%

Yes
62%

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 31
students are choose fair & lovely cream on quantity.

pg. 28
 Q.8) How many time do you use fair & lovely cream?

Table No.8

Sr .No Content No of Response % of No of

Respondent
1 1 time 14 28%
2 2 time 23 46%
3 3 time 10 20%
4 4 time 3 6%
Total 50 100%

% of No of Respondent
50%
45%
40%
35%
30% % of No of Respondent
25%
20%
15%
10%
5%
0%
1 time 2 time 3 time 4 time

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 23
students are 2 time use for fair & lovely cream. & 14 students are 1 time use fair & lovely
cream.
pg. 29
Q.9) Fair & lovely cream easily available in the market?

TableNo.9

Sr. No Content No of Response % of No of

Respondent
1 Yes 50 100%
2 No 0 0%
Total 50 100%

% of No of Respondent
Yes No

100%

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 50
students are think fair & lovely cream easily available in the market.

pg. 30
Q.10) Do you feel fair & lovely cream is essential for health?

Table No.10

Sr. No content No of Response % of No of

Respondent
1 Yes 24 48%
2 No 26 52%
Total 50 100%

% of No of Respondent
% of No of Respondent
52%

48%

Yes No

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 24
students are feel fair & lovely cream essential for health .

pg. 31
Q.11) Give the ranking to following factors that influence your purchases decision while
buying fair & lovely cream?

Table No.11

Sr .No Content No of Response % of No of

Respondent
1 Price 17 34%
2 Quality 15 30%
3 Brand image 12 24%
4 Promotional offer 6 12%
Total 50 100%

% of No of Respondent
% of No of Respondent
34%
30%
24%

12%

Price Quality Brand image Promotional offer

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 17
students are give ranking for price. & 15students are give ranking for quality of fair & lovely
cream.

pg. 32
Q.12) Are you satisfied with the result of fair & lovely cream?

Table No.12

Sr. No Content No of Response % of No of

Respondent
1 Yes 35 70%
2 No 15 30%
Total 50 100%

% of No of Respondent

No
30%

Yes
70%

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 35
students are satisfied with result for fair & lovely cream.

pg. 33
Q.13) How many rupees do you spend in fair & lovely cream in one month?

Table No.13

Sr . No Content No of Response % of No of
Respondent
1 20 Rs 26 52%
2 35 Rs 15 30%
3 55 Rs 7 14%
4 100 Rs 2 4%
Total 50 100%

% of No of Respondent
% of No of Respondent

52%

30%

14%
4%

20 Rs 35 Rs 55 Rs 100 Rs

pg. 34
The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 26
students are 20 Rs spend in fair & lovely cream. & 15students are35Rs spend in fair & lovely
cream.

Q .14) Do you plan to purchase fair & lovely cream in the future?

Table No.14

Sr. No Content No of Response % of No of

Respondent
1 Yes 10 20%
2 No 15 30%
3 May be 25 50%
Total 50 100%

% of No of Respondent
60%

50%

40%
% of No of Respondent
30%

20%

10%

0%
Yes No May be

pg. 35
The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 25
students are purchase fair & lovely cream in future.

Q.15) Are you satisfied packing of fair & lovely cream?

Table No.15

Sr .No Content No of Response % of No of

Respondent
1 Yes 43 86%
2 No 7 14%
Total 50 100%

% of No of Respondent
No
14%

Yes
86%

pg. 36
The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 43
students are satisfied packageing fair & lovely cream.

Q.16) Do you like fragrance of fair & lovely cream?

Table No.16

Sr .No Content No of Response % of No of

Respondent
1 Yes 41 82%
2 No 9 18%
Total 50 100%

pg. 37
 % of No of Respondent

90%
80%
70%
60% % of No of Respondent
50%
40%
30%
20%
10%
0%
Yes No

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded
campus 41students are like fragrance of fair & lovely cream.

Q.17) How many person use fair & lovely cream in your family?

Table No.17

Sr .No Content No of Response % of No of

Respondent
1 1 person 10 20%
2 2 person 19 38%
3 3 person 12 24%
4 4 person 9 18%
Total 50 100%

pg. 38
 % of No of Respondent
% of No of Respondent

38%

24%
20%
18%

1 person 2 person 3 person 4 person

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded campus 19
person use 2 in family fair & lovely cream. & 12 person use 3 in family in fair & lovely
cream.

Q.18) Is there any side effect of fair & lovely cream?

Table No.18

Sr .No Content No of Response % of No of

Respondent
1 Yes 21 42%
2 No 29 58%
Total 50 100%

pg. 39
 % of No of Respondent

Yes
42%

No
58%

The table shows that there are only selected 50 students in S.R.T.M.U. Nanded
campus 29 students are any side effect of fair & lovely cream.

pg. 40
 CHAPTER 6
FINDING

FINDING:-
The researcher studied the market for fair & lovely product & has got followings
findings-

1) It has been observed that the majority of customer likes or preferred fair &lovely.

2) It has been observed that preferred brand is fair & lovely cream.

3) It has been observed that most prefers price & quality, fragrance.

pg. 41
4) It has been observed that most of the people have good acceptance of well quality &
prices in among the middle income group.

5) The survey report shows that most of the customer prefers price & quality of product.

CHAPTER 7

pg. 42
 CONCLUSION

Conclusion:-

Researcher could learn in detail about Customer satisfaction &

customer performance. While studying about customer satisfaction. I have found that
which brands are preferred most. Researcher has studied the various brands of fair &
lovely. While studying & analyzing those brands it was found that fair & lovely has a
good market share. It was observed that design & economy of the brand is influence
to satisfied the fair & lovely. Also many of the respondents say that the performance
of brand is very important.

From my survey I came to know that the majority of people are opting quality in their
brand. so we can say that the quality is the main basis of the company.

pg. 43
 CHAPTER 8
SUGGESTIONS

pg. 44
 Suggestion:-

1. Availability of the product is most important to gain customers. So it is necessary

that product should make available in all area.

2. Design is an integral of product so: design of product should be more attractive, so as

to persuade & attract more potential customers.

3. There is necessary to do market research to make a product as per need &

requirement of the customer.

4. To attract the customer promotional activity should be done effectively on occasions

as well as at regular basis.

5. To provide a better service to customer, company should get fill feedback form of
customer to understand the problems.

6. Discounts, special editions & festive based offers should be adopted to boost the
sale of the company.

pg. 45
CHAPTER 9
APPENDIX

pg. 46
 APPENDIX

(1) Do you use fair & lovely Cream?

(a) Yes (b) No

(2) Are you satisfied for fair & lovely cream?

(a) Yes (b) No

(3) Are you satisfied an price of fair & lovely cream?

(a) Yes (b) No

(4) Do you choose fair & lovely an quality?

(a) Yes (b) No

(5) How much fair & lovely use in one month?

(a) 25gm (b) 40gm (c) 50gm (d) 65gm

(6) In your opinion how much pay for 1 fair & lovely cream?

(a) 10Rs (b) 20Rs (c) 35Rs (d) 50Rs

(7) Do you choose fair & lovely on quantity?

(a) Yes (b) No

(8) How many time do you use fair & lovely cream?

pg. 47
 (a) 1 time (b) 2 time (c) 3 time (d) 4 time

(9) Fair & lovely cream is easily available in the market?

(a) Yes (b) No

(10) Do you feel fair & lovely are essential for health?

(a) Yes (b) No

(11) Give the ranking to following factor that influence your purchase decision while buying
fair & lovely?

(a) Price (b) quality (c) brand image (d) promotion offers

(12) Are you satisfied with the result of fair & lovely cream?

(a) Yes (b) No

(13)How many rupees do you spend in fair & lovely cream?

(a) 20 Rs (b) 35 Rs (c) 55 Rs (d) 100 Rs

(14) Do you plan to purchase fair & lovely cream in the future?

(a) Yes (b) No (c) May be

(15)Are you satisfied packing of fair & lovely cream?

(a) Yes (b) No

(16) Do you like fragrance of fair & lovely cream?

(a) Yes (b) No

(17) How many person use fair & lovely cream in your family?

(a) 1 (b) 2 (c) 3 (d) 4

(18) Is there any side effect of fair & lovely cream?

(a) Yes (b)No

Date:-________ Sign:-_

pg. 48
CHAPTER 10
BIBLOGRAPHY

pg. 49
 WEBSITES:

 http://www.google.com

 http://www.wikipedia.com

BOOKS:

Sr. Author Book Name Publication

No.
1 S. L. Gupta Research International
Methodology Book house Ltd

2 C.R.Kothari Research International

Methodology publication

3 J.K.Sachdeva Business Research Himalaya publishing

Methodology house

pg. 50
pg. 51