A STUDY ON CUSTOMER SATISFACTION

WITH REGARD TO PRAKRITHI BAGS

Project Report

Submitted by
DIVYA TOMY KATTIKARAN (Reg. No. AB16COM009)
NEA MARIA CHERIAN (Reg. No. AB16COM016)
NIKITA ANIL (Reg. No. AB16COM017)

Under the guidance of

Ms. Mary SruthyMelbin
In partial fulfillment of requirements for award of the degree of
Bachelor of Commerce

ST.TERESA’S COLLEGE (AUTONOMOUS), ERNAKULAM

COLLEGE WITH POTENTIAL FOR EXCELLENCE

Nationally Re-Accredited at ‘A’ Level (Third Cycle)

Affiliated to

MAHATMA GANDHI UNIVERSITY

Kottayam-686560

March 2019
 ST.TERESA’S COLLEGE (AUTONOMOUS), ERNAKULAM
COLLEGE WITH POTENTIAL FOR EXCELLENCE
Nationally Re-Accredited at ‘A’ Level (Third Cycle)

CERTIFICATE
This is to certify that the project report titled ‘A STUDY ON
CUSTOMER SATISFACTION WITH REGARD TO PRAKRITHI
BAGS’submitted by DIVYA TOMY KATTIKARAN, NEA MARIA
CHERIAN and NIKITA ANILtowards partial fulfillment of the
requirements for the award of degree of Bachelor of Commerce is a
record of bonafide work carried out by them during the academic year
2018-19.

Supervising Guide Head of the Department

Ms. Mary SruthyMelbin Ms. JencyTreesa

Assistant professor Assistant professor
Dept. of Commerce Dept. of Commerce

Place: Ernakulam
Date:
 DECLARATION

We,DivyaTomyKattikaran, Nea Maria Cherian andNikitaAnil, do hereby

declare that this dissertation entitled, ‘A STUDY ON CUSTOMER
SATISFACTION WITH REGARD TO PRAKRITHI BAGS’has
been prepared by us under the guidance of Ms. Mary SruthyMelbin,
Assistant Professor, Department of commerce, St Teresa’s College,
Ernakulam.

We also declare that this dissertation has not been submitted by us fully
or partly for the award of any Degree, Diploma, Title or Recognition
before.

Place:Ernakulam DIVYA TOMY KATTIKARAN

Date: NEA MARIA CHERIAN

NIKITA ANIL
 ACKNOWLEDGEMENT
We wish to acknowledge all those persons who helped us in completing our project
on the topic, ‘ A STUDY ON CUSTOMER SATISFACTION WITH REGARD
TO PRAKRITHI BAGS’.

First of all, we thank God Almighty for his blessings showered upon me in the
conduct of the project study. We are also indebted to Ms. Mary SruthyMelbin,
Assistant Professor, Dept. of Commerce, St. Teresa’s College, Ernakulam for her
guidance and encouragement for proper completion of the study.

We express our sincere thanks to the Director Rev. Sr. Dr. Vinitha,
PrincipalDr.Sajimol Augustine M and toMs. JencyTreesa, Head of the Department
of Commerce and all other faculties of the Department of commerce, St. Teresa’s
College, for their support and valuable suggestions.

We would like to express our thanks to all the respondents and colleagues
who were associated with this study for their sincere contributions towards the
successful completion of the project.

We also extend heartfelt thanks to our family for their constant encouragement
without which this project would not be possible.

DIVYA TOMY KATTIKARAN

NEA MARIA CHERIAN

NIKITA ANIL
 CONTENT

Sl. Page
Particulars
No: No:

1 List of tables -

2 List of figures -

3 Chapter 1 -Introduction 1-4

4 Chapter 2 – Review of Literature 5-29

5 Chapter 3 -Company Profile 30-37

6 Chapter 4 -Data analysis and interpretation 38-63

Chapter 5 -Summary, Findings,

7 64-66
Recommendations and Conclusion

8 Bibliography -

9 Appendix-Questionnaire -
 LIST OF TABLES

TABLE PAGE
PARTICULARS
NO NO
4.1 Classes of Respondents 38
4.2 Frequency of usage of Prakrithi Bags 39
4.3 Scale of satisfaction with regard to the use of Prakrithi Bags 40
4.4 Frequency showing the overall satisfaction level of Prakrithi 42
Bags
4.5 Frequency showing the degree of recommendation among 43
the consumers with regard to the use of Prakrithi Bags
4.6 Frequency of complaints with regard to Prakrithi Bags 44
4.7 Frequency showing level of satisfaction with regard to the 45
after sales services of the prakrithi bags
4.8 Scale of satisfaction with regard to the use of Prakrithi Bags 46
during the rainy season.
4.9 Preferences with regard to closure of Prakrithi Bags 47
4.10 Frequency showing the use of Prakrithi Bags in comparison 48
with Branded Bags
4.11 Frequency showing the support from family with the use of 49
Prakrithi Bags
4.12 Frequency showing the level of awareness with regard to 50
Prakrithi Bags
4.13 Frequency showing the source of awareness with the use of 51
Prakrithi Bags
4.14 Frequency showing the willingness to pay more for Prakrithi 52
Bags
4.15 Frequency showing the willingness to pay more for the 53
green factors
4.16 Frequency showing degree of the support for the use of 54
Prakrithi Bags
4.17 Frequency showing the support from Society with the use of 55
Prakrithi Bags
4.18 Frequency showing the preferences of Prakrithi bags in 56
comparison with the plastic bags
4.19 Frequency showing the degree of appreciation with respect to the 57
promotional measures used in Prakrithi Bags
4.20 Frequency showing the level of awareness of the different 58
products of prakrithi bags
4.21 Frequency showing the preferences for the variants of 59
prakrithi bags
4.22 Frequency showing the ability to carry college necessities in 60
the Prakrithi bags
4.23 Frequency showing the preferences with regard to the 61
additional compartments of prakrithi bags.
4.24 F requency showing the preference for additional variants of 62
parkrithi bags
4.25 Frequency showing the preference for the change in the 63
design of Prakrithi bags
 LIST OF FIGURES
PAGE
FIGURENO PARTICULARS
NO
4.1 Classes of Respondents 38
4.2 Frequency of usage of Prakrithi Bags 39
4.3 Scale of satisfaction with regard to the use of Prakrithi 40
Bags
4.4 Frequency showing the overall satisfaction level of 42
Prakrithi Bags
4.5 Frequency showing the degree of recommendation among 43
the consumers with regard to the use of Prakrithi Bags
4.6 Frequency of complaints with regard to Prakrithi Bags 44
4.7 Frequency showing level of satisfaction with regard to the 45
after sales services of the prakrithi bags
4.8 Scale of satisfaction with regard to the use of Prakrithi 46
Bags during the rainy season.
4.9 Preferences with regard to closure of Prakrithi Bags 47
4.10 Frequency showing the use of Prakrithi Bags in 48
comparison with Branded Bags
4.11 Frequency showing the support from family with the use 49
of Prakrithi Bags
4.12 Frequency showing the level of awareness with regard to 50
Prakrithi Bags
4.13 Frequency showing the source of awareness with the use 51
of Prakrithi Bags
4.14 Frequency showing the willingness to pay more for 52
Prakrithi Bags
4.15 Frequency showing the willingness to pay more for the 53
green factors
4.16 Frequency showing degree of the support for the use of 54
Prakrithi Bags
4.17 Frequency showing the support from Society with the use 55
 of Prakrithi Bags
4.18 Frequency showing the preferences of Prakrithi bags in 56
comparison with the plastic bags
4.19 Frequency showing the degree of appreciation with respect to 57
the promotional measures used in Prakrithi Bags
4.20 Frequency showing the level of awareness of the different 58
products of prakrithi bags
4.21 Frequency showing the preferences for the variants of 59
prakrithi bags
4.22 Frequency showing the ability to carry college necessities 60
in the Prakrithi bags
4.23 Frequency showing the preferences with regard to the 61
additional compartments of prakrithi bags.
4.24 F requency showing the preference for additional variants 62
of parkrithi bags
4.25 Frequency showing the preference for the change in the 63
design of Prakrithi bags
 CHAPTER 1
INTRODUCTION
 CHAPTER 2
REVIEW OF LITERATURE
 CHAPTER 3

PROFILE: SOCIETY OF TERESIANS FOR

ENVIRONMENT PROTECTION
 CHAPTER 4
DATA ANALYSISAND INTERPRETATION
 CHAPTER 5
SUMMARY, FINDINGS, RECOMMENDATIONS
AND CONCLUSION
BIBLIOGRAPHY
 BIBLIOGRAPHY

Journals:
 Hanas, J. (2007). A world gone green. Advertising Age, 78(24), S1-2.
 D’Souza, C.; Taghian, M., & Lamb, P. (2006). “An empirical study on
the influence of environmental labels on consumers”. Corporate
Communications:
 An International Journal. Golkonda, S. B. (2013). Bioproducts: Consumers'
perception and buying behavior.

Websites:
 www.researchgate.net
 www.dnaindia.com
 www.marketindstudyguide.org
 www.hunker.com
APPENDIX
QUESTIONNAIRE
 A STUDY ON CUSTOMER SATISFACTION WITH REGARD TO
PRAKRITHI BAGS QUESTIONNAIRE

Name

Department

Class(Year)

1. How often do you use Prakrithi bags?

Frequently
Often
Sometimes
Rarely
Never

2. Mark your scale of satisfaction for the following

Highly Satisfied Neutral Dissatisfied Highly
Satisfied Dissatisfied

Quality:
Stitching
Zip
Inner Material
Outer Material
Design:
Strawberry Bag
Ball Bag

Backpack
Pencil Pouch
User Friendly
Durability
Price

After sales
service
 3. How will you rate your overall satisfaction level?

Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatified

4. Would you recommend Prakrithi bags to your friends?Why /Why not ?

5. How often do you face with product complaint?

Frequently
Often
Sometimes
Rarely
Never

6. Are you satisfied with the after sale services in rectifying product defects?
Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatified

7. Do you find it easy to maintain and use Prakrithi bags during

rainy season? Why / Why not

8. What kind of closure do you prefer in the Prakrithi bags?

Magnet

Zip

Press button

Velcro

Other
9. Being a rational customer, do you prefer Prakrithi bags over branded bags?

Yes
No

10. Does your family support the use of eco-friendly bags?

Yes
No

11. Are you aware of Prakrithi bags or eco-friendly bags?

Yes
No

12. How have you become aware of Prakrithi bags or eco-friendly bags?

Media
Campaigns
Seminar
Cells/Clubs in college
Others

13. What is the main reason that makes you willing to pay more for Prakrithi bags?

Ecofriendly Nature
Biodegradability
Non-Pollutant
All of the above
None of the above

14. If green feature increases the price of the product, are you willing to pay more?

Yes
No

15. Do you support the idea of Prakrithi bags in our college? Why or Why not?
16. "I think the use of Prakrithi bags by the students is influential to the society."
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree

17. Being a rational customer, which do you prefer more Plastic bags or Prakrithi
bags?
Plastic Bags

Prakrithi Bags

18. "I feel appreciated, if I am rewarded with some royalty points/rewards/free gifts
by using Prakrithi bags."

Strongly Agree

Agree

Neutral

Disagree

Strong Disagree

19. Are you aware of different Prakrithi bags offered by STEP?

Yes [ ]
No [ ]
20. Which of the following variant do you prefer more?

Strawberry Bags
Ball Bags
Vegetable Bags
Backpack
Handbags

21. Are you able to carry all your college necessities in your Prakrithi bags?

Yes
No
22. Do you prefer to add more compartments to your Prakrithi bags?

Yes
No

23. Which of the following variant do you prefer to add to the existing set of
Prakrithi bags?

Totes

Satchels

Sling bags

Clutch

Others

24. Would you prefer a change in the design of the Prakrithi bags?

Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree