A Study On Consumer Satisfaction of Water Purifier Machine Users in Erode Town

CHAPTER I
INTRODUCTION AND DESIGN OF THE STUDY

1.1 INTRODUCTION
Man has been searching for an elixir of life to confer him immortality.
But the elixir of life is water. It is the basis of all life. So water is real elixir of
life
Dr.C.V.Raman
Water treatment is an upcoming business in developing countries
like India. As water gets more and more contaminated, treating it has become
necessary that led to an industry. In 1967 bisleri water was introduced in India.
It is an Italian based company. It is the first bottle water company in India. At
the time bisleri was a very famous and familiar brand in India.
A water treatment process that removes undesirable materials from water
by using pressure to force that water molecules through a semi permeable
membrane. This process is called reverse osmosis because the pressure forces
the water to flow in the reverse direction (form the concentrated solution to the
dilute solution) to the flow direction (from the dilute to the concentrated) in the
process of natural osmosis.
Reverse osmosis water filtration system can remove 90% of total
dissolved solids (TDS) from water and can provide the purest water available
for the home. Reverse osmosis water filters remove a wide range of
contaminants and minerals from the drinking water including sand, chlorine,
fluoride, cryptosporidium and hexavalent chromium.
1.2 WATER THE HUMAN NECESSITY

Without food a person might survive for weeks but without water, the
odds of surviving more than a few days are not possible. In fact, approximately
70% of human body is composed of water. In fact the only thing more
important than water is oxygen. Water helps in various biological and
metabolical processes most health professionals agree that the average human
body needs 8 10 glasses of water a day. So, water is a human necessity.
1.3 CONSUMER
A consumer is an individual who purchase or has the capacity to
purchase goods and services offered for sale by marketing institutions in order
to satisfy personal or household needs. According to a statement made by
Mahatma Gandhi, consumer refers to the following. A consumer is the most
important visitor on our premises. He is not dependent on us. We are dependent
on him. He is not an outsider of our business. He is part of it. We are not doing
him a favour by serving him. He is doing us a favour by giving us an
opportunity to do so.
1.4 CONSUMER SATISFACTION

Every human being is a consumer of different produces. If there is no
consumer, there is no business. There fore, consumer satisfaction is very
important to every business person.According to Philip kotler consumer
satisfaction is defined as personal feeling of pleasure resulting from
comparing a products pursued performance in relation to his/her expectations.
1.5 NEED FOR STUDY:

India has 16 percent of the worlds population 2.5 percent of the land
mass and 4 percent of the worlds water resources. These limited water
resources are depleting rapidly while the demands on them are increasing.
Drinking water supplies in many parts of India are intermitted. Transmission
and distribution networks for water are generally old and badly maintained and
as a result are deteriorating.
A growing population has increased the demand for drinking water and
rapid urbanization has required increasing sewage treatment. Many industries
have been forced to adopt water recycling system due to scarcity of water.
Growing public concern, media pressure and renewed legislation has left
industries with no option but to install water treatment equipment.
There is no doubt that water and sustainable development are
inextricably linked. Once viewed as an infinite and bountiful resource, water
today defines human, social and economic development.
We look at the present scenario, we are leading towards crisis. About
85% of rural population in India is solely depended on ground water, which is
depleting at a fast rate. In the urban areas though about 60% of the population
is depended on surface water sources, the availability and quality are
questionable.
As a result of excessive extraction of ground water to meet agriculture,
industrial and domestic demands, drinking water is not available during the
critical summer months in many parts of the country.
Chemical contaminants namely fluoride, arsenic and selenium pose a

very serious health hazard in the country. It is estimated that about 70 million
people in 20 states are at risk due to excess fluoride and around 10 million
people are at risk due to arsenic in ground water.
1.6 SCOPE OF THE STUDY

A substantial proportion of all marketing research involves the direct
study of people. The kinds of people studied are extremely varied including
such individuals, partners, company, school/college and hospital.
Satisfaction is among the most complex, least understood, but not used
social-psychological concept in marketing. The researcher has made an attempt
to study the consumer satisfaction towards water purifier machine users.
Consumer preference is dynamic, therefore it is necessary to study
analysis and understand it continuously and monitor this understanding so that
effective decisions can be taken in respect of product, price, models, design of
the water purifier machines.
The study on consumer satisfaction will be helpful to know who the
customers are? What they want? How they want? How they react to the
product? The wants of the customers are carefully studied by conducting survey
of consumer satisfaction. The feature studies of researcher will be undertaken
into the comparison of different products.
1.7 STATEMENT OF THE PROBLEM:

Purified drinking water is essential to every citizen. The government
cannot provide this to the entire population of a country. In a democratic
country, different producers of different water purifier machines are entering
the market with varied features. The consumer may not aware of the suitable
machines depending on their acceptability. It is pertinent to know how far the
consumers use the Ro machines and to what extent? and whether they are
contended with the available machines. Now a days the pollution is in every
form and ever increasing with adulteration. In these alarming situations, it is
imperative to study the impulse of using water purifier machines.
1.8 OBJECTIVES OF THE STUDY:

To study the availability of different products for water treatment in the
market.
To identify the factors influencing the consumer to buy the water purifier
system.
To measure the level of satisfaction with reference to the cost of the
machine and the output of the water purifier machines users.
To study the problems faced by the respondents in using the water
purifier system.
To recapitulate the major findings and to offer constructive suggestions
for their betterment and conclusion.
1.9 RESEARCH METHODOLOGY

1.9.1 AREA OF THE STUDY
The study was conducted in Erode Town.
1.9.2 PERIOD OF THE STUDY

The period of the study covers one year from 2010 to 2011.
1.9.3 SOURCES OF THE DATA

The validity of any research is based on the data collected for the study.
The present research is based on the both primary as well as secondary data.
The primary data were collected from the selected sample respondents in the
study area. Simple random sampling method was used to select the
respondents.
Questionnaire was the main tool used for collecting the first hand
information from the respondents. Hence, great attention was given to
construct the questionnaire. The questionnaire was prepared with the help of
the research guide and experts. The questions were framed in a simple
manner, capable of being answered easily and quickly by the respondents.
Dicotamy questions and questions with multiple choices were used in the
questionnaire.
The study also consists of secondary data, which are collected from
magazines, newspapers and journals and also through websites.
1.9.4 SAMPLE SIZE

The sample size selected for the study is 175 respondents in Erode Town.
The respondents are selected by simple random sampling method.
1.9.5 SAMPLING TECHNIQUES

Data on the various aspects directly and indirectly related to the
investigation were gathered through questionnaires from the respondents.
The questions were necessary to ensure the reliability of the information.
The questions were simple to understand and to contain the choice of
question should be collected from various respondents. It should be seen
that parties are not biased or prejudiced and are mentally sound.
1.9.6 TOOLS FOR ANALYSIS

In order to analyze the satisfaction of consumers, the following tables of
analysis were used to obtain the various objectives of the study.
CHI-SQUARE ANALYSIS
Chi square test is an important test among the several tests of
significance developed by statisticians. Chi square symbolically written as
(pronounced as ki-square), is statistical measure used in the context of sampling
analysis for comparing a variance to a theoretical variance. The following
formula can be used for calculating chi square value.
With degree of freedom (D.F)

(C-1)(R-1) were
O = Observed frequency
E = Expected frequency
C = Number of columns
R = Number of rows
HENRY GARRET RANKING

Percentage position
Were,
= 100(Rij 0.5) / Nj
Rij = Rank given for ith factor by jth individual.
Nj = Number of factors ranked by jth individual.
1.10 LIMITATIONS OF THE STUDY:

The study is limited to Erode town only and these findings of study
cannot be extended to other areas.
The sample size has been restricted to 175 samples due to time
constraint.
At the time of completing the questionnaire the researcher has faced
some problems like unwillingness of the respondents and the inability of
respondents in filling the questionnaire.
1.11CHAPTER SCHEME
The present empirical study has been divided into four chapters
Chapter 1: Introduction and design of the study
This chapter presents Introduction, Scope of the study, Statement of the
problem, Objectives of the study, Research methodology, Tools for
analysis, Limitations of the study and Chapter scheme.
Chapter 2: An overview of water purifier machines
This chapter presents Profile of study area and an overview of water
purifier machines.
Chapter 3: Consumer satisfaction
Chapter 4: Summary of Findings, Suggestions and Conclusion
In this chapter the result of the study have been summarized and
presented along with possible suggestions and conclusion.
CHAPTER II
AN OVERVIEW OF WATER PURIFIER MACHINES
2.1 KENT RO SYSTEM
This company offers health care products with a vision for making the
world a healthy and a happy family. Their mission is to produce innovative
healthcare products that purify the water we drink, the food we eat and the air
we breathe, thus help to live healthier. For their bringing healthcare products to
their customers is more than just a business and it is a passion.
Pioneer in bringing revolutionary reverse osmosis (Ro) technology to
India, KENT started its operations from Noida, India in 1999. Despite a humble
beginning, today KENT is a strong organization with offices spread across
India. Most importantly, today KENT has lakhs of satisfied customers to its
credit world wide. KENT Ro system limited has always been a fore runner with
technology and quality. Its products have proved their standards and delighted
the consumers.
KENT has two huge production facilities in Uttaranchal. The two
facilities are spread across an area of 30,000 sq. ft. and 100,000 sq. ft.
respectively and employ around 500 people together. Both these production
facilities are ISO 9001: 2008 certified worlds first and only patented mineral
Ro technology. KENT proudly offers double purification of Ro followed by
UV. Their water purifiers are suited for all types of raw water.
KENT purifiers are trusted by over 1 million customers spread across the
country and have an established track record of over a decade in the water
10
purification industry. KENT has its own offices at over 16 locations across
India with over 300 channel partners nationwide. Their service network is
present at over 300 locations to make sure that the customers experience a
continued and trouble free after sales support for their products.
KENT is an ISO 9001: 2008 certified company and most of their
products are certified with WQA, Gold seal, USA, all the products also
conform to CE certification standards. KENT offers varied range of products
for any application. Be it entry level purifier to technology driven high capacity
commercial purifiers. Their products have a wide range to suit varied needs of
customers and for different types and usage. Be it water or air purifies the range
is just endless and its competitively priced to suit every pocket.
TABLE 2.1
PRODUCT TYPES AND THEIR PRICE STRUCTURE
MINERAL RO WATER
PURIFIERS
PRICE
UV GRAVITY WATER
PURIFIERS
PRICE
KENT SUPER+
14350
KENT GOLD OPTIMA
1250
KENT PRIDE
15500
KENT GOLD
2495
KENT WONDER
16500
KENT GOLD+
2600
KENT GRAND +
16500
KENT CRYSTAL
2900
KENT EXCELL+
16500
KENT GOLD COOL
3600
KENT PEARL
16950
KENT SMART
55000
KENT ELITE
24000
KENT ELITE I+
27000
KENT ELITE II
48000
Source: compare india.in.com
11
TABLE 2.2
UV TECHNOLOGY WATER
PURIFIERS
PRICE
UF TAP WATER
PURIFIERS
PRICE
KENT MAXX
7950
KENT TAP GUARD
7500
KENT ULTRA
7950
KENT SMART UF
7500

2.2 PHILIPS
The foundations of Philips were laid in 1891 when ANTON and
GERARD Philips established Philips & Co in Eindhoven, the Netherlands. The
company begun manufacturing carbon-filament lamps and the turn of the
century had become one of the largest producers in Europe stimulated by the
industrial revolution in Europe. Philips first research laboratory started
introducing its first innovations in the X-ray and radio technology, over the
year, the list of inventions has only been growing to include many break
through that have continued to enrich peoples everyday lives.
Philips employee approximately 119000 employees in more than 60
countries worldwide with sales of Euro 25.4 billion in 2010, the company is
market leader in cardiac care, acute care and home healthcare, energy efficient
lighting solutions and new lighting applications, as well as life style products
12
for personal well-being and pleasure with strong leadership positions in male
shaving and grooming, portable entertainment and oral healthcare.
As one of the nationss most well known and well prefered brands,
Philips is a part of practically every Indians life. With recent launch of Philips
respironics product categories in obstructive sleep apnea management and
home respiratory care, home decorative lighting range and ACU range, Philips
products find use in virtually every aspect of an individuals daily life 24*7 at
home, at work, on the move and at rest.
Philips has been operating in India for over 75 years and employs over
4500 employees around the country. The company has an excellent pan India
distribution and after sales service network.
TABLE 2.3
UV WATER PURIFIERS
PRICE
Pure water UV
6,495
UV class A
7,495
UV class A battery backup
8,995
UV class A intellifill
9,495
UV class A battery backup intellifill
10,995
Source: www.philips.co.in
13
2.3 PUREIT
Pureit is the worlds most advanced in home water purifier. Pureit a break
through offering of Hindustan Unilever (HUL). Provides complete protection
from all water borne disease, unmatched convenience and affordability. Pureit
unique Germ kill battery technology kills all harmful viruses and bacteria and
removes parasites and pesticides impurities, giving the water that is as safe as
boiled water. It assures the family 100% protection from all water borne
disease like Jaundice, diarrhea, typhoid and cholera. Whats more it doesnt
need gas, electricity or continuous tap supply.
Pureit not only renders water micro biologically safe, but also makes the
water clear, odorless and good tasting. Pureit does not leave any residual
chlorine in the output water. The output water from pureit meets stringent
criteria for micro biologically safe drinking water, from one of the toughest
regulatory agencies in the USA, EPA (Environmental Protection Agency).
The performance of pureit has also been tested by leading scientific and
medical institutions in India and abroad. This patented technological break
through has been developed by HUL. This state of the art engineering
developed by a team of over 100 Indian and international experts from HUL
and Unilever research centers has made pureit possible at the consumer price of
just
2000
Pureit runs with a unique Germkill battery kit that typically lasts for
1500 liters of water. The Germkill battery kit is priced at
14
365. This means
consumers will get 4 liters of water that is as safe as boiled water for just one
rupee, which works out to an extremely affordable 24 paise per liter.
Pureit in home purification system uses a 4 stages purification process to
deliver as safe as boiled water without the use of electricity and pressurized
tap water. Pure it purifies the input drinking water in four stages, namely
1. Micro fiber MeshTM
2. Compact carbon trapTM
3. Germ kill processorTM
4. Polisher TM
TABLE 2.4
MODEL
PRICE
Pureit compact
1000
Pureit classic
2000
Pureit auto fit
3200
Pureit marvella
6900
Source: compare india.in.com & www.hul.co.in
2.4 EUREKA FORBES

It dates back to 1982, when health ambassadors from Eureka forbes, with
a new concept of living in a clean environment and drinking water in its purest
15
form knocked at the customers door. They called themselves friends for life and
they proved that they indeed were. Eureka forbes continues to be the best friend
in Indian households after three decades and the sentiments have not changed.
Eureka forbes is a part of the shapoorji pallonji group and today it is a 13
billion INR multi product and multi channel corporation incepted in 1982, they
have put 29 years of consolidated efforts to become the undisputed leaders in
domestic and industrial water purification systems, vacuum cleaners, air
purifiers and security solutions. Being Asias largest direct sales organization,
their force of 7500 direct personnel touches 8 million homes. They have one of
the largest networks catering to more than 145 cities and 398 towns across the
country. They also have a 15000 strong dealers sales network and over 58
distributor strong industrial sales networks.
Dedicated to the case of providing healthier living, today they have
successfully established themselves as a business super brand and their
dedicated team works around the clock to make the lives healthier and more
secure. They strive to provide the best after sales services, and to achieve the
same they have over 1500 service centers and as many as 5800 company
trained technicians who visit over 25000 Indian kitchens daily. It is the Indias
largest water purifier company.
16
TABLE 2.5
PRICE
PRODUCT TYPES
PRODUCT TYPES
PRICE
Aquaguard xtra
1390
Aquasure elegant Ro
9990
Aquasure storage UV
3990
Aqua guard total infinite
9990
Aquasure Aqua flow DX
4990
Aquagurad total reviva
10990
Aquaguard Ultra
5990
Aquasure elegant DX
12490
Spring fresh DX
6490
Aquaguard total protect
13990
Aqua guard verve
6990
Amrit
14000
Aquaguard classic
7390
Aquaguard total miracle
16000
Aquasure crystal
7650
Aquaguard total protect
13990
Aquaguard compact
7990
Amrit
14000
Aquagurad total Atom
8490
Aquaguard total miracle
16000
Aquagurad Boosten
9190
Aquaguard total sensa
17900
Aquagurad HI-F10
9490
2.5 MODI DURANT
17
TABLE 2.6
MODEL
PRICE
Aqua pure Dew Drops
5250
Aqua pure UV
6450
Aqua pure Pearl
13995
Aqua pure oasis
14495
2.6 WHIRLPOOL
TABLE 2.7
MODEL
PRICE
MODEL
PRICE
UTS Ro
14750
Purafresh Elite
16750
Deluxe Ro with
MES
15250
Elite Ro with in ES
16950
Purafresh Deluxe
15950
Purafresh platinum
23950
2.7USHA BRITA
18
TABLE 2.8
MODEL
PRICE
MODEL
PRICE
Waterguard spring SF
1499
Waterguard digital
9999
Waterguard crystal SF
1845
Ro Aquarius
11950
Waterguard SF 620+
2299
Ro optima
13999
Waterguard max SF
1724T
2999
Ro under sink
14999
Waterguard ultra
5999
Ro Aviva
15999
Waterguard ultra +
7599
Ro splash
15999
2.8 ZERO B
TABLE 2.9
MODEL
PRICE
MODEL
PRICE
sapphire
2090
Pristine (10L)
16990
Pristine(5L)
14990
Sureksha plus
16990
Pristine(5L)
14990
Sureksha plus
16990
Emerald
15990
ultimate
26500
Kitchen mate
15990
Intello (15L)
26500
2.9 HI TECH
19
TABLE 2.10
PRICE
MODEL
MODEL
PRICE
Ro 8
11000
Ro counter Top
14500
Ro 10 OF
12000
Ro 15 AWT under the 16000

sink
Brenna
12000
Water lagoon
16000
Water crystal
12000
RIO
18000
Ro 10 AWT under the sink
14000
Ro 25 OF
20000
Ro 15 OF
14500
Ro 25 AWT under the 24000

sink
2.10 KENSTAR
TABLE 2.11
MODEL
PRICE
MODEL
PRICE
Bio mini
1575
WP 117
3200
Bio Pure
2250
Le pure
5590
Bio pure
2575
20
2.11 ALFAA
TABLE 2.12
MODEL
PRICE
MODEL
PRICE
Pureflow i
4900
Ewater
smart
6750
C120 i
5940
Ewater
Genius
7300
Eater i
5990
DEN
DROP
14990
C120 si
6450

TABLE 2.13
VARIOUS COMPANIES PRODUCT LIST
MODEL
PRICE
2.12.TATA swach
2.13.GODREJ
GP200(UV)
999
6850
2.14.HEMKUND
Wall mounted 3746
Table top
6300
2.15.INALSA
CT1
13590
CT2
15990
21
CHAPTER III
CONSUMER SATISFACTION
In this chapter the data collected from the primary sources have been
analyzed and interpreted
For the purpose of the analysis, variables are classified into two strata
viz., dependent variable and independent variables.
The independent variables used in this study are age, sex, qualification,
occupation and income of the respondents
The following are the dependent variables used in this study are cost of
machine, no of years used, usage of water, maintenance.
The following statistical tools were used for analysis of the above stated
demographic variables.
1. Mean value
2. Standard Deviation
3. Range
4. Chi-square test
5. Henry Garret Ranking
22
3.1 TYPE OF USERS

Users are the people who buy and use the product. They are the
important persons in running the business in a successful way. To design a
product, one has to know a lot about users and their views to make it more
successful in this competitive market. Users are of many types for water
purifiers. They are individual, partners, company, school and colleges, hospital.
The following table shows the distribution of types of users of water purifiers.
TABLE NO.3.1
TYPE OF USERS AND THEIR LEVEL OF SATISFACTION
Type of
S. No.
User
1
2
3
4
5
No. of
Respondent
s
98
19
26
Individual
Partners
Company
School/colleg
15
e
Hospital
17
Total
175
Range
%
56.0
10.9
14.9
8.6
9.7
100.0
Mean
S.D
Min
Max
38.7
37.9
38.0
40.9
22.0
22.0
21.0
30.0
55.0
47.0
48.0
54.0
5.6
6.7
5.5
8.5
40.0
32.0
49.0
5.8
The above table shows that the type of users and their level of
satisfaction of the water purifier machine. The individuals range between the
minimum 22.0 and the maximum of 55.0 with an average of 38.7. The level of
satisfaction of partners range between the minimum 22.0 and the maximum of
47.0 with an average of 37.9. The level of satisfaction of company ranges
between the minimum of 21.0 and the maximum of 48.0 with an average of
38.0. The level of satisfaction of school/college ranges between the minimum
23
of 30.0 and the maximum of 54.0 with an average of 40.9. The level of
satisfaction of hospital ranges between the minimum of 32.0 and the maximum
of 49.0 with an average of 40.0
Thus the table gives the result that the respondents of school/colleges
have the maximum satisfaction than the other users in using the water purifier
machine. In order to verify the result shown in the table 3.1 a two way table
was prepared.
The above table shows that the type of user and their level of satisfaction
of water purifier machine user. In the case of high level of satisfaction 48.9% of
respondents belonging to individuals have been satisfied to the maximum and
the least 11.1% by the respondents of school/college and the partners
respectively.
TABLE NO.3.2
S.
No.
1
2
3
4
5
(TWO-WAY TABLE)
Level of Satisfaction
Type of user
Low
Medium
High
17
59
22
Individual
(41.5%)
(66.3%)
(48.9%)
9
5
5
Partners
(22.0%)
(5.6%)
(11.1%)
5
15
6
Company
(12.2%)
(16.9%)
(13.3%)
5
5
5
School/college
(12.2%)
(5.6%)
(11.1%)
5
5
7
Hospital
(12.2%)
(5.6%)
(15.6%)
Total
41
89
45
24
Total
98
19
26
15
17
175
In case of medium level of satisfaction 66.3% of the respondents of

individual have been satisfied the highest and 5.6% is the least by the
respondents of partners and school/college respectively. In case of low level of
satisfaction 41.5% of the respondents are individual have been satisfied to the
maximum and the least is 12.2% each by the respondents of company,
school/college and hospital respectively. Thus the table reveals that the
respondents of individuals have been satisfied in using water purifier machine
to the maximum level among other respondents. To verify the result shown by
table 3.2, a chi-square test was applied. The following table shows this.
TABLE NO. 3.3

(CHI-SQUARE TEST)
Factor
Calculated 2
Value
Table Value
D.F
Remarks
Type of user
16.292
15.507
Significant at 5%
level
It could be seen from the above table no 3.3 that the calculated Chisquare value is greater than the table value and the result is significant at 5%
level. Hence the hypothesis, Type of users and their level of satisfaction of
water purifier machine holds good. From this it can be inferred that there is
significant relationship between the type of users and their level of satisfaction
of water purifier machine.
25
3.2 GENDER AND LEVEL OF SATISFACTION

Sex is cultural symbol. Sex plays a vital role in decision making process,
Male respondents take more influence when compared with female respondents
in decision making process. Female respondents are also participated in
decision making while purchasing a costly product for home use. So sex is
considering as an important factor when measuring the level of satisfaction.
The following table shows the distribution of respondents based on sex.
TABLE NO. 3.4

GENDER AND THEIR LEVEL OF SATISFACTION
S. No.
Gender
No. of
Respondents
Mean
Range
Min Max
S.D
Male
82
46.9
38.5
21.0
52.0
5.8
Female
93
53.1
38.9
22.0
55.0
5.9
Total
175
100.0
The above table shows that the gender and level of satisfaction of water
purifier machine users. Male respondents range between the minimum 21.0 and
the maximum of 52.0 with an average of 38.5. The level of satisfaction of
Female respondents range between the minimum of 22.0 and the maximum of
55.0 with an average of 38.9. Thus the table gives the result that the female
respondents have the maximum satisfaction than the male respondents in using
of water purifier machine. In order to verify the result shown in the table 3.4 a
two way table was prepared.
26
TABLE NO. 3.5

(TWO-WAY TABLE)
S. No.
Gender
Male
Female
Total
Low
Medium
High
20
38
24
(48.8%)
(42.7%)
(53.3%)
21
51
21
(51.2%SS) (57.3%)
(46.7%)
41
89
45
Total
82
93
175
In the case of high level of satisfaction 53.3% of the male respondents

have been satisfied, the highest and 46.7% is the least by the female
respondents. In the case of medium level of satisfaction of 57.3% of the female
respondents have been satisfied the highest and 42.7 is the least by the male
respondents. In case of low level of satisfaction 51.2% of the female
respondents have been satisfied, the highest and 48.8% is the least by the male
respondents. Thus the table reveals that the female respondents have been
satisfied in using of water purifier machine among other respondents. To verify
the result shown by table 3.5, a chi-square test was applied. The following table
shows this.
27
TABLE NO. 3.6

(CHI-SQUARE TEST)
Factor
Gender
Calculated 2
Value
1.438
Table Value
D.F
5.991
Remarks
Not significant
It is clear from the above table 3.6 that the calculated chi-square value is
less than the table value, that the result is not significant. Hence the hypothesis
gender and level of satisfaction of water purifier machine user holds not
good. It is found that there is no close relationship between the gender and their
level of satisfaction.
3.3AGE OF THE RESPONDENTS
Age is one of the most important factors that help in decision making in
our life. The thinking of the old people and the youngsters vary in their in
decision making because of experience. Age of the individual is an indirect tool
to take a wise and correct decision.
An attempt is made to analyse the relationship between the age and their
level of satisfaction of respondents. For this purpose the respondents have been
classified into 3 groups of age viz., young (below 25 years), middle (25-50
years) and old age (above 50 years). The following table shows this.
28
TABLE NO. 3.7

AGE AND THEIR LEVEL OF SATISFACTION
S.
No
1
2
3
Age
Below
25
years
25-50 years
Above
50
years
Total
No. of
Respondents
62
35.4
87
49.7
26
14.9
175
100.0
38.4
Range
Min Max
21.0 55.0
39.1
38.0
22.0
31.0
Mean
54.0
49.0
S.D
6.2
6.1
4.1
The above table shows that the age and level of satisfaction of water
purifier machine users young aged respondents below 25 years range between
the minimum 21.0 and the maximum of 55.0 with an average of 38.4. The level
of satisfaction of middle aged (25-50 years) respondents range between the
minimum of 22.0 and the maximum of 54.0 with an average of 39.1. The level
of satisfaction of above 50 years (old aged) respondents ranges between the
minimum of 31.0 and the maximum of 49.0 with an average of 38.0. Thus the
table gives the result that the respondents of 25-50 years (middle aged) have the
maximum satisfaction than the other respondents in using of water purifier
machine. In order to verify the result shown in the table 3.7 a two way table
was prepared.
29
TABLE NO. 3.8

(TWO-WAY TABLE)
S.
No.
1
2
3
Low
Medium
High
Below
25
23
31
8
years
(56.1%)
(34.8%)
(17.8%)
12
45
30
25-50 years
(29.3%)
(50.6%)
(66.7%)
Above
50
6
13
7
years
(14.6%)
(14.6%)
(15.6%)
Total
41
89
45
Age
Total
62
87
26
175
The above table shows that the age and level of satisfaction of water
purifier machine user. In the case of high level of satisfaction 66.7% of
respondents belonging to 25-50 years have been satisfied to the maximum and
the minimum 15.6% by the aged respondents above 50 years.
In the case of medium level of satisfaction 50.6% of the respondents with
25-50 years have been satisfied, the highest and 14.6% is the least by the
respondents with above 50 years. In the case of low level of satisfaction 56.1%
with below 25 years have been satisfied to the maximum and the least is 14.6%
by the respondents with above 50 years. Thus the table reveals that the
respondents with 25-50 years have been satisfied in usig water purifier machine
to the maximum level among other respondents. To verify the result shown by
the table 3.8, a chi-square test was applied. The following table shows this.
30
TABLE NO. 3.9

(CHI-SQUARE TEST)
Factor
Age
Calculated 2
Value
Table Value
D.F
Remarks
14.992
9.488
Significant at 5%
level
In could be seen from the above table no 3.9 that the calculated chisquare value is greater than the table value and the result is significant at 5%
level. Hence the hypothesis age of the respondents and their level of
satisfaction of water purifier machine using holds good. From this, it can be
inferred that there is significant relationship between the age of respondents and
their level of satisfaction of water purifier machine user.
3.4 MARITAL STATUS

Marriage is a turning point in any individuals life. The life partner brings
cheer, wealth and adds to the prestige. Mostly the thought of owning a house
arises only after getting married. These are a close bondage between martial
status and owning an independent house. The decision making process is very
much influenced by the spouse especially for costly and luxury items. The
following table shows the distribution of respondents based on marital purpose.
TABLE NO. 3.10

MARITAL STATUS AND THEIR LEVEL OF SATISFACTION
31
S.
No.
1
2
Marital
status
Married
Single
Total
No. of
%
Respondents
126
72.8
49
28.0
175
100.0
Mean
38.5
39.4
Range
Min Max
22.0 52.0
21.0 55.0
S.D
5.6
6.5
From the above table the level of satisfaction of the married respondents
using the water purifier machine ranges between the minimum of 22.0 and the
maximum of 52.0 with an average of 38.5. The level of satisfaction of single
respondents ranges between the minimum of 21.0 and the maximum of 55.0
with an average of 39.4. Thus the table gives the result that the single
respondents have maximum satisfaction than the married respondents. To verify
the result shown by table 3.10 a two way table was prepared.
TABLE NO. 3.11

(TWO-WAY TABLE)
S.
No.
1
2
Marital
status
Married
Single
Total
Low
Medium
High
34
66
26
(82.9%)
(74.2%)
(57.8%)
7
23
19
(17.1%)
(25.8%)
(42.2%)
41
89
45
Total
126
49
175
The above table shows the marital status and their level of satisfaction of
the respondents in using the water purifier machine. In the case of high level of
satisfaction, 57.8% married respondents have been satisfied to the highest and
32
the least 42.2% by the single respondents. In the case of medium level of
satisfaction, 74.2% of married respondents have been satisfied to the highest
and 25.8% is the least by single respondents. In the case of low level of
satisfaction, the married respondents have been satisfied to the highest 82.9%
and the single respondents are the least by 17.1%. Thus the table shows the
result that the married respondents have used water purifier machine to the
maximum level than the other respondents. In order to verify the result shown
by table 3.11 a chi-square test was applied. The following table shows this.
TABLE NO. 3.12

(CHI-SQUARE TEST)
Factor
Marital
status
Calculated 2
Value
Table Value
D.F
Remarks
7.149
5.991
Significant at 5%
level
It could be seen from the above table no 3.12 that the calculated chisquare value is greater than the table value and the result is significant at 5%
level. Hence the hypothesis, marital status and their level of satisfaction holds
good. From this, it can be inferred that there is significant relationship between
the marital status and their level of satisfaction of water purifier machine users.
3.5 QUALIFICATION AND THEIR LEVEL OF SATISFACTION
33
Education plays a crucial role in sharpening the personality and wisdom

of an individual. Education is establishing awareness among human beings.
An attempt is made to analyze the relationship between the educational
status and their level of satisfaction of respondents. For this purpose the
respondents have been classified according to their education viz., school level,
collegiate and professional.
TABLE NO. 3.13

QUALIFICATION AND THEIR LEVEL OF SATISFACTION
S. No.
1
2
3
Qualificatio
n
School level
Collegiate
Professional
Total
No. of
%
Respondents
108
61.7
46
26.3
21
12.0
175
100.0
Mean
38.9
38.0
39.0
Range
Min Max
22.0 55.0
21.0 48.0
30.0 54.0
S.D
5.7
6.1
6.5
The above table shows that the level of satisfaction of the school level
respondents using the water purifier machine ranges between the minimum of
22.0 and the maximum of 55.0 with an average 38.9. The level of satisfaction
of collegiate respondents ranges between the minimum 21.0 and the maximum
of 48.0 with an average 38.0. The level of satisfaction of professional
respondents ranges between the minimum 30.0 and the maximum of 54.0 with
an average 39.0. Thus the table gives result that the professional respondents
are satisfied to the maximum level in using the water purifier machines. To
verify the result shown by table 3.13 a two way table was prepared.
34
TABLE NO. 3.14

(TWO-WAY TABLE)
S.
No.
1
Qualification
School level
Collegiate
3.
Professional
Total
Low
Medium
High
24
55
29
(58.5%)
(61.8%)
(64.4%)
12
24
10
(29.3%)
(27.0%)
(22.2%)
5
10
6
(12.2%)
(11.2%)
(13.3%)
41
89
45
Total
108
(61.7)
46
(26.3)
21
(12.0)
175
The above table shows the qualification and level of satisfaction of the
respondents in using the water purifier machine. In the case of high level of
satisfaction, 64.4% school level respondents have been satisfied to the highest
and the least 13.3% by the professional respondent. In the case of medium level
of satisfaction 61.8% of school level respondents have been satisfied to the
highest and the least 11.2% by the professional. In the case of low level of
satisfaction 58.5% of school level respondents have been satisfied to the
highest and the least 12.2% by the professional. Thus the table shows the result
that the school level respondents have used water purifier machine to the
maximum level than other respondents. In order to verify the result shown by
table 3.14 a chi-square test was applied. The following table shows this
35
TABLE NO. 3.15

(CHI-SQUARE TEST)
Factor
Calculated 2
Value
Table Value
D.F
Qualificatio
n
0.670
9.488
Remarks
Not significant
It could be seen from the above table that calculated chi-square value is
less than the table value and the result is not significant at 5% level. Hence the
hypothesis, Qualification of the respondents and their level of satisfaction of
Ro-machine using holds no good. From this, it can be inferred that there is no
significant relationship between qualification of respondents and their level of
satisfaction of water purifier machine user.
3.6 OCCUPATION AND THEIR LEVEL OF SATISFACTION

Occupation is a status symbol as well as a basic financial support for
humans, in the society. An individual is respected based on the occupation and
thus it plays a crucial role in everybodys life. Hence occupation plays an
important role in taking a clever decision on important occasions. For the
purpose of this study, occupation has been studied under four heads viz.,
business, private employee, govt. employee and agriculture.
36
TABLE NO. 3.16

OCCUPATION AND THEIR LEVEL OF SATISFACTION
S.
No.
1
2
3
4.
Occupation
Business
Private
employee
Govt. employee
Agriculture
Total
No. of
Respondents
42
Mean
24.0
49
28.0
38.7
39.1
56
28
175
32.0
16.0
100.0
38.9
37.6
Range
Min Max
22.0 48.0
21.0 54.0
22.0
22.0
55.0
52.0
S.D
5.5
6.1
5.9
6.1
The above table shows that the level of satisfaction of the business
respondents using the water purifier machine ranges between the minimum of
22.0 and the maximum of 48.0 with an average of 38.7. The level of
satisfaction of the private employee respondents ranges between the minimum
21.0 and the maximum of 54.0 with an average of 39.1. The level of
satisfaction of the govt. employee of respondents ranges between the minimum
of 22.0 and the maximum of 55.0 with an average 38.9. The level of
satisfaction of agriculture respondents ranges between the minimum 22.0 and
the maximum of 52 with an average of 37.6. Thus the table gives the result that
the private employee respondents satisfied to the maximum in using in water
purifier machine.
37
TABLE NO. 3.17

(TWO-WAY TABLE)
S. No.
Occupation
Business
Private
employee
Govt. employee
4.
Agriculture
Total
Low
Medium
High
7
21
14
(17.1%)
(23.6%)
(31.1%)
16
25
8
(39.0%)
(28.1%)
(17.8%)
7
31
18
(17.1%)
(34.8%)
(40.0%)
11
12
5
(26.8%)
(13.5%)
(11.1%)
41
89
45
Total
42
49
56
28
175
The above table shows the occupation and level of satisfaction of the
satisfaction 40% of govt. employee has been satisfied to the highest and the
least 11.1% by the agriculture respondents. In the case of medium level of
satisfaction, 34.8% govt. employee have been satisfied to the highest and the
least 13.5% by the agriculture respondents. In the case of low level of
satisfaction 39.0% private employee have been satisfied to the highest and least
17.1% each by the business and govt. employee respondents respectively. Thus
the table gives the result that the govt. employee respondents have been
satisfied to the maximum than other respondents in using in water purifier
machine.
38
In order to verify the result shown by table 3.17, a chi-square test was
applied. The following table shows this.
TABLE NO. 3.18

(CHI-SQUARE TEST)
Factor
Calculated 2
Value
Table Value
D.F
Remarks
Occupation
13.241
12.592
Significant at 5%
level
level. Hence the hypothesis, Occupation and their level of satisfaction holds
good. From this, it can be inferred that there is significant relationship between
the occupation and their level of satisfaction of water purifier machine users.
3.7 SIZE OF FAMILY

Family means group of persons who form a house hold under the head
includes parents; children etc... The number of family members play a vital role
in decision making process.
An attempt is made to analyze the relationship between the size of family
and their level of satisfaction of respondents. For this purpose, the respondents
have been classified according to their size of family as below 3 members, 3-6
members and above 6 members.
39
TABLE NO. 3.19

SIZE OF THE FAMILY AND THEIR LEVEL OF SATISFACTION
S.
No.
1
2
3
Size of the family

Below 3 members
3-6 members
Above 6 members
Total
No. of
%
Respondents
53
30.3
84
48.0
38
21.7
175
100.0
Mean
38.1
39.1
38.7
Range
Min Max
21.0 52.0
22.0 55.0
30.0 54.0
S.D
5.6
6.1
5.9
The above table shows that the level of satisfaction of the size of family
with below 3 members of the respondents using the water purifier machines
ranges between the minimum of 21.0 and the maximum of 52.0 with an average
of 38.1. The level of satisfaction with 3-6 members family respondents ranges
between the minimum 22.0 and the maximum of 55.0 with an average of 39.1.
The level of satisfaction above 6 members of family respondents ranges
between the minimum of 30.0 and the maximum of 54.0 with an average 38.7.
Thus the table gives the result that the 3-6 members family respondents
satisfied to the maximum level in using of water purifier machine. To verify the
result shown by table 3.19 a two way table was prepared.
40
TABLE NO. 3.20

(TWO-WAY TABLE)
S.
No.
Size of the family
Below 3 members
3-6 members
Above 6 members
Total
Low
Medium
High
6
29
18
(14.6%)
(32.6%)
(40.0%)
19
43
22
(46.3%)
(48.3%)
(48.9%)
16
17
5
(39.0%)
(19.1%)
(11.1%)
41
89
45
Total
53
84
38
175
The above table shows the size of family and level of satisfaction of the
satisfaction 48.9% 3-6 members family respondents have been satisfied to the
highest and the least 11.1% by the above 6 members in the family. In the case
of medium level of satisfaction, 48.3% of the respondents with 3-6 members
family have been satisfied to the highest and the least 19.1% by the above 6
members in the family. In the case of low level of satisfaction 46.3% of the
respondents with 3-6 members family respondents have been satisfied to the
highest and the least 14.6% by the below 3 members family respondents. Thus
the table gives the result that the 3-6 members family size have been highly
satisfied in using the water purifier machine.
41
TABLE NO. 3.21

(CHI-SQUARE TEST)
Factor
Calculated 2
Value
Table Value
D.F
Remarks
Size of the
family
13.174
9.488
Significant at 5%
level
level. Hence the hypothesis, size of the family and their level of satisfaction
holds good. From this, it can be inferred that there is significant relationship
between the size of the family and their level of satisfaction in using of water
purifier machine.
3.8
NATURE
OF
RESIDENCE
AND
THEIR
LEVEL OF
SATISFACTION
Residence is one of the basic needs of human life. The residence of the
respondents plays a vital role in using water purifier machine. Because
residents living in rented house with poor income may not afford to have the
water purifier machine. More over people living in rented houses are subject to
the frequency of shifting their residence often. Hence an attempt has been made
to find out the nature of residence of the respondents. The following table
shows this.
42
TABLE NO. 3.22

NATURE OF RESIDENCE AND THEIR LEVEL OF
SATISFACTION
S.
No.
1
2
Nature of
residence
Own house
Rented house
Total
No. of
%
Respondents
102
58.3
73
41.7
175
100.0
Mean
38.5
39.0
Range
S.D
Min Max
21.0 53.0 5.9
22.0 55.0 5.8
The above table shows that the level of satisfaction of the nature of
residence of Own house respondents using the water purifier machine ranges
between the minimum of 21.0 and the maximum of 53.0 with an average 38.5.
The level of satisfaction of rented house respondents range between the
minimum 22.0 and the maximum of 55.0 with an average of 39.0. Thus the
table gives the result that the rented house respondents are satisfied in using of
water purifier machine to the maximum level than the other respondents. To
verify the result shown by table 3.22 a two way table was prepared.
43
TABLE NO.3.23
SATISFACTION
(TWO-WAY TABLE)
S. No.
Nature of
residence
Own house
Rented house
Total
Low
Medium
High
25
52
25
(61.0%)
(58.4%)
(55.6%)
16
37
20
(39.0%)
(41.6%)
(44.4%)
41
89
45
Total
102
73
175
The above table shows the nature of residence and their level of
satisfaction of the respondents in using the water purifier machine. In the case
of high level of satisfaction 55.6% own house respondents have been satisfied
to the highest and the least 44.4% by the rented house respondents. In the case
of medium level of satisfaction, 58.4% own house respondents have been
satisfied to the highest and the least 41.6% by the rented house respondents. In
the case of low level of satisfaction 61.0% own house respondents have been
satisfied to the highest and least 39.0% by the rented house respondents. Thus
the table shows than the own house respondents are highly satisfied in using the
water purifier machine.
44
TABLE NO. 3.24

SATISFACTION
(CHI-SQUARE TEST)
Factor
Calculated 2
Value
Table Value
D.F
Nature
of
residence
0.261
5.991
Remarks
Not significant
It could be seen from the above table that the calculated value is less than
the table value and the result is not significant at 5% level. Hence the
hypothesis, nature of residence of respondents and their level of satisfaction
holds no good. From this, it can be inferred that there is no significant
relationship between the nature of residence of respondents and their level of
satisfaction of water purifier machine users.
3.9 MONTHLY INCOME AND THEIR LEVEL OF SATISFACTION

Monthly income is an important tool for decision making process.
Income is the key factor while purchasing any items. An attempt is made to
analyze the relationship between the income group and their level of
satisfaction of respondents. For this purpose the respondents have been
classified according to their income group viz., below Rs.10, 000, Rs.10, 000
30,000, and above Rs.30, 000. The following table shows this:-
TABLE NO. 3.25

MONTHLY INCOME AND THEIR LEVEL OF SATISFACTION
45
S. No. Monthly income

1
2
3
Below ` 10000
`10000-30000
Above ` 30000
Total
No. of
%
Respondents
42
24.0
82
46.9
51
29.1
175
100.0
Mean
40.0
39.1
37.0
Range
Min Max
31.0 54.0
22.0 55.0
21.0 49.0
S.D
5.5
5.6
6.2
The above table shows that the monthly income and their level of
satisfaction of the water purifier machine user respondents with below 10,000
income ranges between the minimum of 31.0 and the maximum of 54.0 with an
average 40.0. The level of satisfaction Rs.10, 000 30,000 income respondents
ranges between the minimum 22.0 and the maximum of 55.0 with an average
39.1. The level of satisfaction of above Rs. 30,000 income respondents ranges
between the minimum 21.0 and the maximum of 49.0 with an average 37.0.
Thus the table gives result that the respondents of below Rs.10000 income
groups have the maximum level of satisfaction than the other respondents in
using water purifier machine. In order to verify the result shown by table 3.25,
a two way table was prepared.
TABLE NO. 3.26
46

(TWO-WAY TABLE)
S. No. Monthly income
1
Below ` 10000
`10000-30000
Above ` 30000
Total
Low
Medium
High
7
19
16
(17.1%)
(21.3%)
(35.6%)
16
49
17
(39.0%)
(55.1%)
(37.8%)
18
21
12
(43.9%)
(23.6%)
(26.7%)
41
89
45
Total
42
82
51
175
The above table shows that the monthly income and their level of
satisfaction of the respondents using water purifier machine. In the case of high
level of satisfaction 37.8% of the respondents with Rs.10,000 30,000 income
level respondents have been satisfied to the highest and the least 26.7% by the
above Rs.30,000 income respondents. In the case of medium level of
satisfaction, 55.1% of the respondents with Rs. 10,000 30,000 income level
have been satisfied to the highest and the least 21.3% by the respondents with
below Rs10,000 income. In case of low level of satisfaction 43.9% respondents
with above Rs.30, 000 income have been satisfied to the highest and least
17.0% by the respondents with below Rs 10,000 income. Thus the table reveals
that the respondents with Rs 10,000 30,000 income have been satisfied in
using the water purifier machine to the maximum level than the other
respondents. To verify the result shown by table 3.26, a chi-square test was
47
TABLE NO.3.27
(CHI-SQUARE TEST)
Factor
Monthly
income
Calculated 2
Value
Table Value
D.F
Remarks
10.289
9.488
Significant at 5%
level
level. Hence the hypothesis, Monthly income of respondents and their level of
satisfaction of water purifier machine users holds good. From this, it can be
inferred that there is significant relationship between the monthly income and
their level of satisfaction of water purifier machine users.
3.10 TYPE OF
SATISFACTION
MACHINE
USED
AND
THEIR
LEVEL
OF
Varieties of water purifier machine are available in the market. The

consumer is confused with too many models.
An attempt is made to analyze the relationship between the type of
machine used and their level of satisfaction of respondents. The type of
machine generally classified into three major categories 1. U/V (Ultra Violate)
2. RO (Reverse Osmosis) 3. U/V & RO The following table shows this:-
48
TABLE NO. 3.28

TYPE OF MACHINE USED AND THEIR LEVEL OF
SATISFACTION
S.
No.
1
2
3
Type of machine
used
U/V
RO
U/V and RO
Total
No. of
%
Respondents
53
30.3
86
54.9
36
14.9
175
100.0
Mean
39.2
39.0
36.8
Range
Min Max
21.0 54.0
22.0 55.0
22.0 48.0
S.D
6.3
5.6
5.6
The above table shows that the type of machine used and their level of
satisfaction of the water purifier machine users. The user of U/V type machine
ranges between the minimum of 21.0 and the maximum of 54.0 with an average
39.2. The level of satisfaction of water purifier machine respondents ranges
between the minimum 22.0 and the maximum of 55.0 with an average 39.0.
The user of U/V and RO type machine ranges between the minimum of 22.0
and the maximum of 48.0 with an average 36.8. Thus the table gives result that
RO type machine users are maximum satisfied. In order to verify the result
shown by table 3.28, a two way table was prepared.
TABLE NO. 3.29
49

SATISFACTION
(TWO-WAY TABLE)
S. No.
Type of machine
used
U/V
RO
U/V and RO
Total
Low
Medium
High
8
28
17
(19.5%)
(31.5%)
(37.8%)
17
46
23
(41.5%)
(51.7%)
(51.1%)
16
15
5
(39.0%)
(16.9%)
(11.1%)
41
89
45
Total
53
86
36
175
The above table shows the type of machine used and their level of
satisfaction of the respondents in using the water purifier machine. In the case
of high level of satisfaction 51.1% RO machine respondents have been satisfied
to the highest and the least 11.1% by the U/V & RO machine respondents. In
the case of medium level of satisfaction, 51.7% RO machine respondents have
been satisfied to the highest and the least 16.9% by the U/V & RO machine
respondents. In the case of low level of satisfaction 41.5% RO machine
respondents have been satisfied to the highest and the least 19.5% by the U/V
machine respondents. Thus the table reveals that the respondents of
RO
machine user have been satisfied in using the water purifier machine to the
maximum level.
50
TABLE NO. 3.30

SATISFACTION
(CHI-SQUARE TEST)
Factor
Calculated 2
Value
Table Value
D.F
Remarks
Type
of
machine
used
12.433
9.488
Significant at 5%
level
level. Hence the hypothesis, type of machine used and their level of
satisfaction of water purifier machine user holds good. From this, it can be It
could be seen from the above table no 3.27 that the calculated chi-square value
is greater than the table value and the result is significant at 5% level. Hence
the hypothesis, Monthly income of respondents and their level of satisfaction
of water purifier machine users holds good. From this, it can be inferred that
there is significant relationship between the monthly income and their level of
satisfaction of water purifier machine users.
3.10
TYPE
OF
MACHINE
USED
SATISFACTION
51
AND
THEIR
LEVEL
OF
Varieties of water purifier machine are available in the market. The

consumer is confused with too many models.
An attempt is made to analyze the relationship between the type of
machine used and their level of satisfaction of respondents. The type of
machine generally classified into three major categories 1. U/V (Ultra Violate)
2. RO (Reverse Osmosis) 3. U/V & RO The following table shows this:-
3.11 NO OF YEARS USED

It is important to know how many years they are in use. An attempt has
been made to study the no of years they use these machines. The following
table shows this:-
TABLE NO 3.31
S. No
No of years used
No of
respondents
Percentage
Below 2 years
73
42
2 -5 years
63
36
Above 5 years
39
22
TOTAL
175
100
From the above table it is clear that 42% of the respondents use these
systems for a period of below 2 years, 36% of the respondents use these
systems ranging from 2 -5 years. The remaining 22% of the respondents use for
52
a period of above 5 years. Thus the table gives the result that majority 42% of
the respondents use these systems for a period of below 2 years. which shows
as the new concept of awareness among the public.
3.12 INSTALLATION OF THE SYSTEM

Installation of the system is explained the consumer how many times buy
the product. 1. First time 2. Second time, The following table shows this:-
TABLE NO 3.32
S. No
Installation of the system
No of
respondents
Percentage
First time
112
64
Second time
63
36
TOTAL
175
100
From the above table it is implied that 64% of the respondents installed
the system for the first time. 36% of the respondents installed the system for the
second time. Thus the table gives the result that majority 64% of the
respondents installed the system for the first time.
3.13 NO OF LITERS USED
53
This is clearly explained the need of the water per day for the
respondents family. The nuclear family wants only 15 25 liters per day. The
joint families are in need of above 25 ltrs per day. An attempt has been made to
study the quantity of water used by the respondents. The following table shows
this:-
TABLE NO 3.33
S. No
No of liters used
No of
respondents
Percentage
Below 15 ltrs
53
30
15 25 ltrs
73
42
Above 25 ltrs
49
28
TOTAL
175
100
The above table states that 42% of the respondents use 15 25 liters of
water per day. 30% of the respondents use below 15 liters of water. The
remaining 28% of respondents use above 25 liters of water per day. Thus the
table gives the result that majority 42% of the respondents use 15 25 liters of
water per day. which shows that water is used for many purposes(cooking)
3.14 SOURCE OF INFORMATION

The Ro system machines are marketed through various channels such as
direct sale, through sales executives, advertisements and display at public
gatherings. Sometimes the customers are inspired by their friends and relatives.
54
An attempt has been made to study the sources through which they got their
machines. The following table shows this:-
TABLE 3.34
S. No
Source of information
No of
respondents
Percentage
Sales executives
76
43
Advertisement
56
32
Friends & relatives
43
25
TOTAL
175
100
From the above table it shows that 43% of the respondents know the
product through the sales executives. 32% of the respondents through
advertisement. The remaining 25% of the respondents through their friends and
relatives. Thus the table gives the result that majority of 43% respondents know
the product through sales executives.
3.15 WARRANTY
In the modern marketing warranty became necessity to compete with the
upcoming competitors. Warranty is where by the damaged parts will be
replaced by the new one.
It implies the consumer given the warranty for their product 1.yes
2.no.The following table shows this:-
TABLE 3.35
55
S. No
Warranty
No of
respondents
Percentage
Yes
175
100
No
175
100
TOTAL
From the above table it shows that 100% of the respondents are given the
warranty for their products. Thus the table gives the result that 100% of the
respondents are given the warranty for their products that means all the water
purifier machine companies are providing the warranty to their products.
3.16 PROBLEMS DURING THE WARRANTY PERIOD

The water purifier products companies provide the warranty to their
products. The warranty period is varied from product to product. It is important
to know, how many consumers get into the problem of the machine during the
warranty period. The following table shows this:-
TABLE NO 3.36
56
S. No
Problems During the

Warranty period
No of
respondents
Percentage
Yes
115
66
No
60
34
TOTAL
175
100
From the above table it shows that 66% of respondents experienced the
problems during the warranty period. 34% of the respondents did not get any
problem during the warranty period. Thus the table gives the result that
majority 66% of respondents get the problem during the warranty period.
3.17 MAINTAINING THE MACHINE REGULARLY

In the market, branded and unbranded water purifier machines are
available. Irrespective of the brands of machines, they are to be maintained
properly. An attempt is made to find out how many respondents maintain their
machine is an important aspect. The following table shows this:-
TABLE NO 3.37
S. No
Maintaining regularly
No of
respondents
Percentage
Yes
81
72
No
31
28
TOTAL
112
100
57
From the above table it shows that 72% of the respondents maintaining
the machines regularly. The remaining 28% of the respondents did not maintain
regularly. Thus the table gives the result that majority 72% respondents
maintain the machine regularly.
3.18 TYPE OF MAINTENANCE

Maintenance which means the people try to look after their product for
increasing the product quality, lifespan and to get the better result from their
product. It is interesting to know after the warranty period how the consumers
are maintaining the machine regularly? The consumers who use the company
products can maintain their product by two ways 1.AMC 2. As and when
required. The AMC means Annual Maintenance Contract. This contract is
between the company and the consumers. The following table shows this:-
TABLE NO 3.38
S. No
Type of maintenance
No of
respondents
Percentage
AMC
58
72
As and when required
23
28
TOTAL
81
100
From the above table it clear that 72% of the respondents possess the
AMC. The remaining 28% of respondents maintaining the machine as and
when required. Thus the table gives the result that majority 72% of respondents
maintain their machines after warranty period by means of AMC maintenance.
58
3.19 NO OF YEARS MADE FOR AMC

AMC is an acronym of Annual Maintenance Contract where the
consumer is making a tie up with the company by paying certain fee to
maintain their products. The problem is big or small; the contract will be
helpful for consumers. The AMC providing companies includes various
schemes of their contract. The AMC contract is normally for one year. But the
company provides sometimes 1 year, 2 years or even 3 years. The following
table shows this:-
TABLE NO 3.39
S. No
No of years
No of
respondents
Percentage
1 year
31
53
2 year
19
33
3 year
14
TOTAL
58
100
From the above table it shows that 53% of the respondents made 1 year
AMC. 33% of the respondents made 2 year AMC. The remaining 14% of
respondents made 3 years AMC. Thus the table gives the result that majority
53% of respondents entered into only one year AMC.
59
3.20 AMOUNT SPENT FOR AMC

The fee charged for contract varies from company to company and also
with number of years of contract made. It is important to know how much
amount is normally spent by the respondents towards their contract for a year.
The amount is classified into 1) upto Rs1000 2) Rs 1001 2500 3) Rs 2501
5000 4) above Rs 5000. The following table shows this:-
TABLE NO 3.40
S. No
Amount
No of
respondents
Percentage
Up to 1000 Rs
23
40
Rs 1001 2500
10
Rs 2501 5000
15
26
Above 5000 Rs
14
24
TOTAL
58
100
From the above table it shows that 40% respondents spent up to Rs 1000
towards the AMC. 26% of respondents spent Rs 2501 5000, 24% of
respondents spent for AMC above 5000. The remaining 10% of respondents
spent for the AMC 1001 2500. Thus the table gives the result that majority of
respondents spent for AMC up to Rs 1000. The respondents who spent above
Rs 2500 is quiet abnormal as the cost of the machine is in the range of Rs5000
8000 only.
60
3.21 CONCESSION FROM AMC

The companies sometimes extend concession as the offers to the AMC
customers. This offers mainly based on the discount from the AMC amount.
These offers are made by the companies for festivals and on some special
occasions. An attempt is made to know how many respondents are given
concession from the fees. The following table shows this:-
TABLE NO 3.41
S. No
Concession
No of
respondents
Percentage
Yes
12
21
No
46
79
TOTAL
58
100
From the above table it shows that 79% of the respondents did not get the
concession from AMC. 21% of respondents get the concession form AMC.
Thus the table gives the result that majority 79% of respondents did not get the
concession from the AMC.
3.22 USING THE CONTROL VALVE

All the water purifier machines are connected with the control valve.
This valve connected between the water tank and the machine. It is important to
know how many customers use the control valve for cleaning the salt from the
61
cylinders. The control valve may be used 1) daily 2) as and when required 3)
once in week 4) once in month. The following table shows this:-
TABLE NO 3.42
S. No
Using the control valve
No of
respondents
Percentage
Daily
18
10
84
48
Once in week
56
32
Once in month
17
10
TOTAL
175
100
From the above table it shows that 48% of respondents use the control
valve as and when required. 32% of respondents use the control valve once in a
week. 10% of respondents use daily and once in a month respectively. Thus the
table gives the result that majority 48% of respondents use control valve as and
when required.
3.23 FLUSH BUTTON USING

The Ro machine users and Ro / UV machine users get the flush button
option for cleaning the water container. The flush button is technical option.
This is disposing the waste water from the membrane. An attempt is made to
know how many respondents use the flush button for cleaning the water
container. The following table shows this:-
62
TABLE NO 3.43
S. No
Flush button using
No of
respondents
Percentage
Yes
63
56
No
59
44
TOTAL
112
100
From the above table it shows that 56% of respondents are using flush
button daily. 44% of respondents are not using the flush button daily. Thus the
table gives the result that majority 56% of respondents using the flush button
daily
3.24 CHANGING FILTERS

Customers, who are not having Annual Maintenance Contract with
company, have to request the service personnel to change the filters in the water
purifier. An attempt has been made to find out how often the respondents
change the filters. The following table shows the frequency of changing the
filters.
TABLE NO 3.44
S. No
Changing filters
No of
respondents
Percentage
Once in a year
28
44
36
56
TOTAL
64
100
63
From the above table it shows that 56% of respondents changing the
filters as and when required 44% of respondents changing the filters once in a
year. Thus the table gives the result that majority 56% of respondents changing
the filters as and when required.
3.25 MECHANICS USED FOR INSTALLATION

For the installation of machine, the consumers use the company
mechanics as well as private mechanics. An attempt has been made to find out
who are used for installation of these purifiers. The following table shows this:-
TABLE NO 3.45
S. No
Type of mechanics
No of
respondents
Percentage
Company
152
87
Private
23
13
TOTAL
175
100
From the above table it shows that 87% of the respondents use the
company mechanics for installation. 13% of respondent use the private
mechanics. Thus the table gives the result that majority 87% of respondents use
the company mechanics for installation.
64
3.26 PROBLEMS:
The consumer using of water purifier machine is not free from problems.
The respondents faced many problems viz.., the container is not regularly
cleaned, lack of response from service provider, high flow of waste water, low
production, lack of spares availability, lack of technical knowledge, cost of
changing the installation, insufficient of cover availability and technical
problem etc
Garret ranking technique was employed for the purpose of ranking the
problems of the respondents identified and the respondents are asked to rank
their problems in terms of how they are affected from using the water purifier
machines.
65
TABLE NO. 3.46

PROBLEMS FACED BY THE RESPONDENTS WHILE USING
THE WATER PURIFIER MACHINES
Total
S. No.
Problems
Rank
Score
1.
2.
3.
4.
5.
6.
7.
8.
9.
Mean
Score
The container is not regularly

9591
54.81
II
7279
41.59
IX
9159
9055
8325
8199
7848
9426
9868
52.34
51.74
47.57
46.85
44.85
53.86
56.39
IV
V
VI
VII
VIII
III
I
cleaned
Lack of response from service
provider
High flow of waste water
Low production
Lack of spares availability
Lack of technical knowledge
Cost of changing the installation
Insufficient of cover availability
Technical Problem
From the above table 3.46 it could be observed that Technical problem
was ranked as first by the sample respondents with a total score of 9868 Garret
points. The container is not regularly cleaned was the problem they ranked as
second with the total score of 9591, insufficient of cover availability was
ranked as third with the total score of 9426. High flow of water was ranked
as fourth with the total score of 9159. Low production was ranked as fifth
with the total score of 9055. Lack of spares availability and technical
knowledge was ranked as sixth and seventh with total score of 8325 & 8199.
66
Cost of changing installation & lack of response from service provider were
ranked as eighth and ninth with the total score of 7848 and 7279 respectively.
CHAPTER - IV
FINDINGS AND SUGGESTIOS
FINDINGS
The study highlights that 56% of the respondents are of individuals.
67
It is observed from the study that 53% of the respondents are female and
47% of the respondents are male.
The study highlights that 50% of the respondents are in the age group of
25 50 years.
The study shows that 72% of the respondents are married.
The study implies that 61% of respondents are qualified with school
level education.
The study highlights that 32% of the respondents are government
employees.
The study shows that 58% of the respondents have own house as
residence.
The study highlights that 48% of the respondents have 3 6 members in
family.
The study shows that 55% of the respondents use Ro machine systems.
The study shows that 42% of the respondents experienced for a period of
below 2 years.
The study shows that 64% of the respondents have installed for the first
time water purifier systems.
The study shows that 42% of the respondents use 15 25 liters of water
per day.
68
The study shows that 43% of the respondents are aware of the products
through the sales executives.
It is pinpointed that 100% of the respondents are given the warranty
The study implies that 66% of the respondents experienced the problems
during the warranty period.
The study shows that 72% of the respondents maintain the machines
regularly.
The study shows that 72% of the respondents possess the Annual
Maintenance Contract (AMC).
The study shows that 53% of the respondents made one year AMC.
The study implies that 40% of the respondents spent up to Rs.1000
towards the AMC.
The study shows that 79% of the respondents did not get the concession
from AMC.
The study implies that 48% of the respondents use the control valve as
and when required.
The study shows that 56% of the respondents are using flush button
daily.
The study shows that 56% of respondents changing the filters as and
when required.
69
The study shows that 87% of the respondents used the company
mechanics for installation.
Major problems faced by the respondents are technical problem, the
container is not regularly cleaned and insufficient of cover availability
CHI-SQUARE ANALYSIS
The study pinpoints through Chi-square analysis show negative
relationship for the Type of machine users, Gender, Nature of residence.
The study pinpoints the positive relationship for the factors of age,
marital status, occupation, education, size of family, monthly income and
type of machine used.
SUGGESTIONS
From the earlier chapters of study based on the major findings, following
suggestions are offered to make the study more worth and it is applicable only
to the Erode consumers.
Water purifier machine producers should take necessary step to reduce
the price of machine
70
On the basis of opinion of the respondents, it is suggested that the

companies should make availability of spares always.
Most of the respondents have pointed the hygienic as the main reason
for buying the water purifier machine. So the water purifier machine
should contain TDS (Total Dissolved Solids) meter is a must.
The company should reduce the AMC (Annual Maintenance Contract)
cost as it is the major burden of the respondents.
Most of the respondents have pinpointed to improve the quality of filters.
The respondents are advised not to buy the unrecognized brands.
The maximum respondents want the container to be properly cleaned,
with high flow of water and sufficient of cover availability for the water
purifier machines.
CONCLUSION
From the study, it is apparent that a large section of public are spending a
lot on installation of purifiers or buy purified water for their survival. The lower
strata of the public are not affordable for installation of purifiers or buy purified
water. The basic reason is high pollution. Due to this, the drinkable water is
contaminated.
71
The government should take necessary steps to keep away the families
on the bank of ponds, lakes, and cannals. The public should also evince interest
in keeping the environment as clean. The plastics, plastic bags their usage must
be minimized. The waste plastic bags are to be recycled for further usage. The
waste of synthetic nature must be properly handled by all. For this, government
intervention is very much needed.
To avoid the pollution of water and contamination of water, waste dyeing
water should be handled very carefully. An alternate to this, is to conserve the
rain water. All the public can make use of rain water if it is stored during the
rainy season. Peculation ponds and other measures may be taken to store and
re-charge the land water. It is the government to take precautionary steps for
providing protected water to the plastic so that the public could save their
health and money.
BIBLIOGRAPHY
BOOKS
Basotia, G.P Sharma Research Methodology Mangal Deep
publications, 2nd edition 2003.
Gupta S.P. Statistical methods sultal chand & sons, New Delhi 1995.
72
Kothari C.R. Research Methodology willa eatern ltd, New Delhi, 2nd
edition 2002.
Sherlekear.SA, Sales promotion and advertising management,
Himalaya publications, New Delhi 2002.
Internet sources:
WWW.Google.com
WWW.mamma.com
WWW.compareindia.com
WWW.Philips.co.in
WWW.hul.co.in and WWW.euerkaforbes.com
APPENDIX
QUESTIONNAIRE
A STUDY ON CONSUMER SATISFACTION OF
PURIFIER MACHINE USERS IN ERODE TOWN
73
WATER
1) Type of User
: a) Individual
c) Company
b) Partners
d) School / College
e) Hospital
For Individuals:
2) Gender
: a) Male
3) Age
: a) Below 25 years
b) Female
b) 25 50
years
c) Above 50 years
4) Martial status
: a) Married
5) Qualification
: a) School level
b) Single
b) Collegiate
c) Professional
6) Occupation
: a) Business
c) Govt. employee
7) Size of the Family
: a) below 3 members
74
b) Private employee
c) Agriculture
b) 3-6 members
c) Above 6 members
8) Type of Family
: a) Joint Family
9) Nature of residence
: a) Own house
In case of rented house
b) Nuclear Family
b) Rented house
: a) Provisions are already there

b) Self made
10) Monthly income
11) Type of machine used
: a) Below
10000
c) Above
30000
: a) U/V
b) RO
b)
10000-30000
c) U/V & RO
12) Capacity of the machine (ltrs)_________________

13) Cost of machine used
________________
14) No. of years used
: a) Below 2 years
b) 2-5 years
c) Above 5 years
15) No. of liters of water used per day : a) Below 15 ltrs
c) Above 25 ltrs
75
b) 15-25 ltrs
16) Source of knowing
a) Sales Executives
b) Advertisement
c) Friends & Relatives

Maintenance
17) Are you given warranty?
If yes, no of years
: a) Yes
b) No
: ______________
18) During the warranty period

did you get any problem in :
a) Yes
b)No
the machine
After The Warranty Period

19) Are you maintaining the
Machine regularly?
a) Yes
b) No
If yes, the type of maintenance

You made
: a) AMC
b) As and when required
20) In case of AMC, no of years

Made
: a) 1 year
21) The amount spent for AMC P.a
: a) Up to
76
b) 2 years
1000
c) 3 years
22) Are you given any concession?
b)
1001-2500
c)
2501-5000
d) Above
: a) Yes
b) No
: a) Yes
b) No
5000
For U/V & RO Machine User

23) Do you use the flush button daily
Others (filters)
24) Period of using the control
: a) Daily
Valve for cleaning them
c) Once in a week
d) once in a month
For Out warranty Customer:

25) The amount spent on normal service:
26) Period of changing the filters
_______________
: a) Once in a year
27) In case of shifting the house

Installation charges incurred
28) For installation, mechanics you use
__________________
: a) Company
29) Please tick the relevant column as to your level of satisfaction:
77
b) Private
Very
good
Good Neutral
Poor
Very
poor
1. Cost of machine
2. AMC
3. Quality
4. Complying the request
5. Model & design
6. Service charges
7. Repairs & Services
8. Spares Availability
9. Service center
availability
10. Availability of
Products
30) Please Rank the Problems

Problems
Rank
Problems
The container is not regularly cleaned
Lack of technical knowledge
Lack of response from service provider
Cost of changing the installation
High flow of waste water
Insufficient of cover availability
Low production
Technical problem
Lack of spares availability
78
Rank
31) Give your suggestions for betterment
79

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CHAPTER I

INTRODUCTION AND DESIGN OF THE STUDY

1.2 WATER THE HUMAN NECESSITY

1.4 CONSUMER SATISFACTION

1.5 NEED FOR STUDY:

Chemical contaminants namely fluoride, arsenic and selenium pose a

1.6 SCOPE OF THE STUDY

1.7 STATEMENT OF THE PROBLEM:

1.8 OBJECTIVES OF THE STUDY:

1.9 RESEARCH METHODOLOGY

1.9.2 PERIOD OF THE STUDY

1.9.3 SOURCES OF THE DATA

1.9.4 SAMPLE SIZE

1.9.5 SAMPLING TECHNIQUES

1.9.6 TOOLS FOR ANALYSIS

With degree of freedom (D.F)

HENRY GARRET RANKING

Rij = Rank given for ith factor by jth individual.

Nj = Number of factors ranked by jth individual.

1.10 LIMITATIONS OF THE STUDY:

KENT GOLD OPTIMA

KENT GOLD COOL

Source: compare india.in.com

KENT TAP GUARD

PRODUCT TYPES AND THEIR PRICE STRUCTURE

UV class A battery backup

UV class A battery backup intellifill

1500 liters of water. The Germkill battery kit is priced at

365. This means

Pureit auto fit

Source: compare india.in.com & www.hul.co.in

2.4 EUREKA FORBES

Aqua guard total infinite

Aquasure Aqua flow DX

Aquagurad total reviva

Aquaguard total protect

Aqua guard verve

Aquaguard total miracle

Aquaguard total protect

Aquagurad total Atom

Aquaguard total miracle

Aquaguard total sensa

Source: compare india.in.com

2.5 MODI DURANT

Aqua pure Dew Drops

Aqua pure Pearl

Aqua pure oasis

Source: compare india.in.com

Source: compare india.in.com

Source: compare india.in.com

Source: compare india.in.com

Ro 15 AWT under the 16000

Ro 10 AWT under the sink

Ro 25 AWT under the 24000

Source: compare india.in.com

Source: compare india.in.com

Source: compare india.in.com

3.1 TYPE OF USERS

In case of medium level of satisfaction 66.3% of the respondents of

TABLE NO. 3.3

3.2 GENDER AND LEVEL OF SATISFACTION

TABLE NO. 3.4

TABLE NO. 3.5