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ABSTRACT
Tracking changes in satisfaction helps in identifying whether the customers are actually
happy with the product or service.
1.1 INTRODUCTION
Himalaya is a worldwide pioneer in the field of scientifically validated herbal healthcare. Its
reputation is for clinically studied, pure, and safe herbal healthcare products that are based on
extensive scientific validation and stringent quality controls. Himalaya is the present portfolio
of pharmaceuticals, personal care, baby care, well-being and animal health products;
Himalaya has evolved into a „head-to-heel‟ herbal wellness company. From giving the
creative freedom to push the boundaries of research to fostering a culture of open
communication and diversity, the nurturing work environment brings out the best in their
team and allows Himalaya to develop the best products. Each and every Himalaya employee
is unique and contributes to the success of the organization
Throughout the day, the facial skin has to deal with bacteria, viruses, pollutants, dust, dirt and
dead skin cells. Thus face cleaning becomes imperative. Facial cleansing is the removal of
excessive oil and other undesirable debris from your face. And for this, one of the most
essential personal care products is face wash.
A few decades back, many Indians had not even heard of face washes. But today face washes
have become synonymous with skin care. Usage of face wash is not confined to just
cleansing; it has moved on and now help solve skin problems such as acne, rashes and so on.
A face wash carries several benefits and, as it has been universally accepted that soaps can be
hazardous for facial skin, most of the companies dealing in face wash business are making
merry.
Some of the world's best face wash brands belong to India. Varying from Himalaya to
Garnier, from Clean & Clear to Lakhme, from Pears to Pond's, the Indian face wash market
has drastically changed today. These face wash brands have managed to occupy a significant
space in the market. Generally, people do not tend to experiment different products on their
skin, so benefitting from this, some face wash companies have been dominating the skin care
segment, or more appropriately the face wash market in India. With the growing concern to
look better than the rest, people are trying innovative and better quality personal care
products and face washes seem to be high on priority; after all, it‟s all about the face.
It is aimed to identify the satisfaction level of thecustomers and demand on various benefits provided
and promotional activities adoptedby the company .
It helps to identify the areas where the companyshould focus in order to increase their customer base
and generate more prescription.
The study brings out with a new plan andpromotional activity which will create a new customer
base for the company.
1. To know the satisfaction of the customer by using Himalaya face wash product.
2. To know the preference towards the products.
3. To know the availability of the products among the customers.To know the problems
faced by the customer by using the product.
1.5 METHODOLOGY
The study assumes the characteristics of descriptive. In order to study the customer
satisfaction towards Himalaya Face wash among women in Palakkad town is selected as the
area of analysis of the study
The study is based on primary data collection. They are original in character and collected for
the first time to study any particular problem.They primary data has been collected from the
users of Himalaya Face wash. A systematic questionnaire was supplied to the respondents.
The secondary data was collected from the articles, journals, newspapers and websites. It has
been used in Review of literature of chapter and Profile of the Himalaya Face wash.
The population is very large and it is difficult to define and to get the complete frame.
Therefore, the study is conducted on the basis of purposive sample method for 110
respondents. The sample size comprises of different types of customer who are potential
users of Himalaya Face wash.
After the completion of data the collected data is tabulated and analyzed and the relationships
between different variable have been estimated with the help of simple percentage method,
chi-square test and ranking method.
TABLE:1.1
CHART:1.1
TABLE:1.2
CHART:1.2
TABLE:1.3
TABLE: 1.4
From theabove table it is found that out of 110 sample respondents,30% of the
respondents are in the income group of Rs.5001-10000, 39.1% come under the group ofRs.
10001-15000 and 30.9% earned monthly incomeof more than Rs.15000. But no
respondenthas earned below the amount of 5000 in a month.
CHART: 1.4
TABLE:1.5
From the table it is found thatout of 110 sample respondents 20% of the respondents
are use purifying neem face wash, 10% of the respondents buy clear complexion whitening
face wash,39.1% of the respondents are using gentle exfoliating daily face wash, 7.3% of the
buy gentle hydrating face wash, 9.1% of the respondents using gentle refreshing face wash
and 14.5% of the respondents buy neem foaming face wash in Himalaya face wash products.
CHART:1.5
TABLE:1.6
4 Above 5 years - -
5 Total 110 110.0
Source : Primary data
Table 4.7 shows that out of 110 sample respondents10.9% of the respondents use
Himalaya face wash for less than one year, 65.5% have Himalaya face wash for the period of
1-2 years,23.6% buy Himalaya Face wash for 3-5years. But no respondent uses the
Himalaya Face wash for more than 5 years.
CHART:1.6
TABLE:1.7
The above table explains that out of 110 sample respondents ,10.9% of the
respondents monthly spend below Rs.100,51.8% expend from Rs. 100-150,37.3% of
the respondentsmonthly spend Rs. 151-200. But no respondent spend for more than
Rs.201 in a month for Himalaya Face wash product.
CHART:1.7
TABLE:1.8
Table 4.9 shows that out of 110 sample respondents 70.9% of the respondents buy the
product monthly and 29.1% of the respondentspurchase the product while it is needed. But no
respondent purchases the product weekly.
CHART:1.8
TABLE:1.9
Percentage (%)
S.No Mode of Purchase No.of Respondents
1 Online Purchase 30 27.3
2 Retail Purchase 72 65.5
3 Wholesale Purchase 8 7.3
4 Total 110 100.0
Source : Primary data
The above table explains that out of 110 sample respondents,27.3% of the
respondents purchase the product through online,65.5% gets through retail shop and 7.3% of
the respondents buy the Himalaya face wash product through wholesale mode.
CHART:1.9
TABLE:1.10
Table 4.11 shows that out of 110 sample respondents, 32.7 % are highly satisfied and
67.3% of them are satisfied. But no respondenthas the level of satisfaction as neutral, not
satisfied or dissatisfied .
CHART:1.10
TABLE:1.11
CHART:1.11
Source of awarenesson the Himalaya Face wash among the sample respondents
TABLE:1.12
Table 4.14 explains that out of 110 sample respondents, 18.2% rate the quality of the
product as excellent,51.8% of the respondents expressed as good, 30% of the respondentsgive
the average rating. But no respondent rates the quality of product as poor and very poor.
CHART:1.12
TABLE:1.13
From table 4.17 it is found out that out of 110 respondents,14.5% will never switch
over to another brands, 25.5% respondents are mostly switched over to the other
products,50.9% sometimes may be switched over to the other brands and 9.1% respondents
maybe occasionally switched over to other brands.
CHART:1.13
TABLE:1.14
The table shows that out of 110 sample respondents, 30% says thatthe product has
high cost,37.3% respondents says “ Lesser quantity” and 32.7% respondents don‟t say
anything. But no respondent expressed that the product is not available in the store and not
fulfilling the purpose.
CHART:1.14
In this study, the respondents has taken seven statements to measure the attitude. For that
ranking scale is used to measure the attitude level. Various factors and their ranking indicate
the attribute makes to choose the product as shown in the Table 4.24
TABLE:1.15
1 Quality 60 54.4% I
2 Price 4 3.63% VI
6 Freshness 20 18.2% II
7 Cleanliness 8 7.3% V
From the above table one can ascertain that Quality fetches the first rank (54.4%)
followed by additional features. The least rank (1.81%) is secured by fairness.
Out of 110 respondents 70.9% of the respondents buy the product regularly once in a
month.
The study shows that65.5% of the respondentsget the product through online
The study shows 67.3% of the respondents are satisfied on Himalaya Face wash
product.
Out of 110 respondents33.6% of the respondents know about the product through
Online.
The study shows 51.8% of the respondents ranking that quality of Himalaya Face
wash product is “good”.
The study reveals that50.9% respondents sometimes may be switched over to the
other brands.
The study showsthat 37.3% of the respondents say Face theprobem of lesser quantity
in the pack.
1.9.2 SUGGESTIONS
The company may directly contact the customers. It will help the company to
increase their sales volume.
The company may reduce the price of the products to attract the customers of low
income group.
The quantity mentioned in the pack should be matched with the inside of the contents.
They should concentrate more on offering free gifts to attract the customers.
Gentle exfloiating Face wash product is highly moved in the study area. Therefore, the
dealers have to keep the sufficient level of stocks in the shop.
Himalaya Face wash products is mainly sold through retail outlets than the wholesale
system. Hence ,this channel of distribution is to be strengthened in the market.
1.10 CONCLUSION
The modern marketing is highly competitive and transitional one. A company must decide
what it can sell and what the approaches to satisfy the customer are. The customers today do
not accept any product which does not find a place in the in the market. So it can be said that
modern market is customer oriented and any product success or failure is determined only by
the customer.
In this study it is found that Himalaya was the first mover among the other brands available
in the narket. Majority of the customers are satisfied with the product. The weakness of the
Himalaya face wash is high cost and less quantity. The main competitors for them are
Indhulekha, Amway, Lakhme, Garnier.Hence , it is concluded that retaining of customers is a
real challenging to the manufacturer.
REFERENCES