CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

CHAPTER-1

INTRODUCTION

1
JAI BHARATH COLLEGE OF ARTS AND SCIENCE, PERUMBAVOOR
 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

INTRODUCTION

A customer satisfaction survey is a study that measures a person's

perceived satisfaction with a product or service. A completed survey provides
answers for a list of questions that your company has concerning the products
they produce. A survey can also help you determine your inactive leads. In routine
cases, a lead doesn't receive a survey until their sale is complete. The actions that
your customer takes provides data in a similar form to that found within a survey.

A usable customer satisfaction survey includes a distribution method, a

questionnaire and a method of retrieval. Getting a survey into the hands of all of
your buyers ensures that you can calculate a complete sample size. Maintaining
your data's accuracy is as important as retrieving that info. A tally, likewise, needs
to be made for the leads who don't respond or take the questionnaire.

The creation of an effective survey calls for a high aptitude for strategy. Your
objective is to think a few steps ahead of your consumer as you construct the right
questionnaire.

2
JAI BHARATH COLLEGE OF ARTS AND SCIENCE, PERUMBAVOOR
 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

STATEMENT OF THE PROBLEM

The study deals with a customer satisfaction survey of sun light detergent powder.
It has major role in showing how much the product has influenced the customers
day to day life. This study focuses on the influence of the product in customers
than other products and also the volume of competition faced by the product.

OBJECTIVES OF THE STUDY

• To assess the satisfaction level of the customers

• To identify the respondent’s perception about the product

• To analyse the possible factors that affect the buying of the product

• Determining how well the company is meeting up to the requirements

of the customers.

PERIOD OF STUDY

All the data were collected during the period from 01-01-2021 to 13-042021

3
JAI BHARATH COLLEGE OF ARTS AND SCIENCE, PERUMBAVOOR
 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

METHODOLOGY OF THE STUDY

Data required for the study is obtained through both primary and secondary
sources. Primary data is collected by means of interview schedule among the
customers. Data is also connected through direct communication.

Secondary data is also collected for the purpose of the study. These are
collected from books relating to the subjects, various reports, Internet etc. In this
study, convenience sampling method is used for the purpose of data collection.

SAMPLE SIZE

For the purpose of collecting data a structured questionnaire was given to 50 users
of sunlight detergent powder.

TOOLS USED FOR ANALYSIS

Tables

Bar graphs

Percentage analysis

4
JAI BHARATH COLLEGE OF ARTS AND SCIENCE, PERUMBAVOOR
 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

LIMITATIONS OF THE STUDY

This study is based on both primary and secondary sources of data of the inherent
and limitations of both primary and secondary sources are present here.

Some of the respondents where are not cooperative. Study is limited to the
sunlight detergent powder users in vengola gram panchayath.

This study is closely depending upon the data provided by the respondents.

A single individual conducted the work and all the inconvenience and

insufficiencies in this respect may affect the study.

CHAPTERISATION

Chapter 1 INTRODUCTION

Chapter 2 REVIEW OF LITERATURE & THEORETICAL FRAMEWORK

Chapter 3 DATA ANALYSIS & INTERPRETATION

Chapter 4 FINDINGS, SUGGESTIONS & CONCLUSIONS

5
JAI BHARATH COLLEGE OF ARTS AND SCIENCE, PERUMBAVOOR
 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

CHAPTER 2

REVIEW OF LITERATURE

&

THEORITICAL FRAMEWORK

6
JAI BHARATH COLLEGE OF ARTS AND SCIENCE, PERUMBAVOOR
 CUSTOMER SATISFACTION SURVEY OF SUNLIGHT DETERGENT POWDER

REVIEW OF LITRATURE

T.Estri (2010) : in his finding found that the packaging element associated with the product
influence the buyer’s behavior, when they decide to buy the particular brand of FMCG product.

Singh Amrita (2014): in her finding found that the rural consumer’s mindset for soap and
detergent powder category are becoming brand conscious and has started performing to
continue with their existing brand.

Jha (2013) : in his research found that the rural consumers were very simple and influence by
the social pressure and norms prevailing in the society during the search of information.

Sarwadi (2012): in his study attempt to analyse the marketing and consumer behavior,
revealed that the wife dominate husband when question of buying the particular brand of
detergent powder and cake for family consumptions.

Saini Neeraj (2001): in his study revealed that now a day’s rural consumers are becoming
brand conscious and they want purchase a branded FMCG products.

Payasi Prakash (2014): in their finding found that, there is a great impact of company’s brand
image on consumers while they decide to buy the particular brand of detergent powder

7
JAI BHARATH COLLEGE OF ARTS AND SCIENCE, PERUMBAVOOR