EXCUTIVE SUMMARY

This study was conducted at Samarth Aqua located at Taluka– Deulgaon Raja, This project
is on study of Customer Satisfaction. The report consist of the details on Samarth Aqua .It is
water bottle company. The main aim of it is welfare of the society by providing quality water
to its customer an at affordable price. The water industry has being studied in detail, so that
can be converted into information which can be used by Samarth Aqua for strategizing its
marketing advertisement areas.
Company has various function departments such as the production, finance Marketing,
purchase and Stores, Quality Assurance, Dispatch and Logistics. This report will help
Samarth Aqua to make strategies for their long term objective. This will enable the company
to take appropriate decision as need to increase as well as to retain its customer in the market
While analysing data for 50 distributers the researcher to know that the major percentage of
the retailer prefer Samarth aqua through mouth publicity. The retailers also prefers Samarth
aqua because of accessibility.

The researcher finds that the retailers are highly satisfied with availability of the product.
They are satisfied with their commission, credit term, packaging of product and their solving
problem. Researcher has surveyed 50 respondents, the majority of respondent refer the
quality factor while purchasing the water product from Samarth Aqua. The maximum sale of
product is from hotels. The retailers hasn’t any complaint regarding to the product. Customer
issatisfied with the availability of Samarth Aqua. Overall customer of Samarth aqua is not
satisfied with the advertising of Samarth aqua.
CHAPTER NO 1
INTRODCTION
 INTRODUCTION

Customer satisfaction is a term frequently used in marketing .it is a measure of how products
and services supplied by a company meet or supply customer expectation Customer
satisfaction is defined as the number of customer or percentage of total customers whose
reported experience with a firm its product or its service (ratings) exceeds specified
satisfaction goal in a survey of nearly 7 senior marketing managers , 71 percent responded
that they found a customer satisfaction metrics is very useful in managing and monitoring
their businesses

It is seen as a key performance indicator within business and is often part of a balanced
scorecard in competitive marketplace where businesses compete for customers; satisfaction is
seen as key differentiator and increasingly has become a key element of business strategy.

Within organizations customer satisfaction ratings can have powerful effect .They focus
employees on the importance of fulfilling customer expectations. Furthermore when this
ratings dip, they warn of problems that can affect sales and profitability The metrics quantify
an important dynamic. When a brand has loyal customer, it gains positive word -of-mouth
marketing which is both free and highly effective .to be able do this, firms need reliable and
representative measures of satisfaction. In researching, firms generally ask customer whether
their product or service has met or exceeded expectation. Sometimes companies are
misguided by the notion that customers depend on them. The truth of the matter is the
importance of customer in today’s market .The level of satisfaction a customer has with a
company has positive effect on profitability
 A totally satisfied contributes 2.6 times as much revenue to a company as a somewhat
satisfied customer
 A totally satisfied contributes 17 times as much revenue as a somewhat dissatisfied
customer.
 A totally dissatisfied customer decreases revenue at a rate equal to 18 times what a
totally satisfied contributes to a company

However merely focusing solely on customer satisfaction has its drawbacks in the
marketplace as well. For those companies that focus only on customer satisfaction run a
real risk a failing to differentiate their brand from others. In order to achieve long –term
sustainability companies must seek to establish ties of loyalty with consumers that are
strong enough to ward off the advances of competitors creating loyalty among customer
can help the company to increase purchases of existing products, charge premium prices
for appreciation of your added-value services and create positive word –of –mouth
promotion for your company, which is the core marketing objective for companies
The purpose of the study to identify the satisfaction level of retailers to towards Samarth aqua
there are Deulgaon Raja Tal area is covered to study the retailers. The analysis divided into
graphs and tables and when taking interview of the respondent was quite difficult job because
there was customer shown unwillingness my question

1.1 Objectives of the Study

i. To study the concept of customer satisfaction

ii. To determine level of satisfaction of retailers with respect to Samarth aqua.
iii. To understand the customer satisfaction Retailers for product and services
provided by Samarth Aqua.
iv. To offer suggestion (If necessary) in order to improve customer satisfaction
1.2 Scope of the Study
i. Conceptual Scope ;
Survey is limited to the retailers satisfaction in and around Deulgaon Raja, Tal
area
ii. Geographical Scope ;
iii. The geographical scope is only limited to Deulgaon Raja Tal area.
iv. Analytical Scope
Data are analysed by the table, graphs, percentage method as provided by the
company sample information from retailers.

1.3 Limitation of Study

a) Taking interview of the responded was quite difficult job. Because there were
customer shown unwillingness.
b) The researcher got only 60 days time to interact with customers
 CHAPTER NO 2
ORGANIZATON PROFILE
 ORGANIZATON PROFILE

 PROFILE OF THE ORGANIZATION

SAMARTH AQUA
(Packaged Drinking Water)
Address :- DEULGAON RAJA MIDC SRV NO-44 DIST-BULDHANA. 443204

2.2.1 COMPANY;-
Samarth Aqua established in ‘’August 2013’’ Total workers in the company are 14.

Key people
 Director ; Mr. Nitin Doifode

 Manager ; Mr. Sachin Doifode

2.2.3 Objectives of Company;

 Continuous improvement of the quality of products and service in delivers

2.1.4 Goals of Company;

 Start production of soft drinks
2.1 Overview of industry as a whole
2.1.1 Bottled Water Industry
While IBWEEA represents companies of all sizes, 99the vast majority of members are small,
locally owned companies, with 60 percent reporting less than $2 million in annual gross sales
and 90% reporting less than $10 million in annual gross sales. These are local family
entrepreneurs with deep roots and strong ties within their communities. Generally speaking,
the bottled water industry can be divided into two primary business models

2.2 Bottled Water in India

A water bottle is a container used to hold water or other beverages for consumption the use of
a water bottle allows an individual to transport and carry a beverage from one place to
another. A water bottle is usually made of plastic, glass, or metal, Water bottles are available
in different shapes, colors and size, in the past, water bottle were sometimes made of wood as
well water bottle can be either disposable or reusable. Reusable water bottle can also be used
for liquids such as juice, iced tea, alcoholic beverages or soft drinks. Reusable water bottle
can help save the environment and reduce the amount of waste. Water bottle is a container
which is used to carry and keep water or any liquid in stable temperature for consumption.
This allows a person to transport or carry water from one place to another for consumption
when thirsty. A water bottle is usually made of plastic compound. Glass or enamelled metal.
Plastic bottle are more popular among the consumers but from time to time they have been
warned about some dangerous effects of using warm water in polycarbonate because of
possibility of releasing harmful chemicals to the deink.

2.1.2 India’s packaged bottled water industry to reach Rs.160 billion by 2018
With a rise in health awareness, increase in tourism and the easy availability of bottled water,
per capita consumption of bottled water in India is on the increase. The total market was
valued at Rs 60 billion in 2003, of which the top five players 9accounted for 67 per cent of
the market share. This market is expected to grow at a CAGR of 22 percent.to reach Rs160
billion in 2008.
The bottled water industry in India witnessed a boom in the late 1990s soon after Bisleri
launched as it packaged drinking water in the country. The significant growth was fuelled by
a sugar in advertising by the industry player that bottled water was pure and healthy
Today with a rise in health awareness. Poor quality of tap water, and the ease of availability
of bottled water. The per capita consumption of bottled water in India is on the increase.
India’s packed bottled water industry is currently dominated by the top five plays. Including
bisleri, PepsiCo, Coca Cola, Dhariwal and Parle thse companies struggles to penetrate the
small non-tier cities and towns due to poor infrastructural thus providing an opportunity for
small regional players to build a presences in regional markets. According to shilpa Eguvanti,
Team Lead (consulting) at Value Notes, Even as the industry is on a growth path, smaller
local players and the unorganized sector are eating into the market of the established players,
often by imitating their trademarks. Maximum sale of bottled water comes and from the retail
sector, but this is changing with demand coming from social functions and corporate events,
especially for bulk water or bottled water cups, With the aim to capture all low price points,
but this is still in the experimental stage

2.1.3 Booming bottled water marketing still has space for local players Rising awareness
of safety and hygiene following incidents of waterborne diseases in major cities across
India has seen the consumption of packaged bottled water in India grow fivefold since
the late, Nineties.
Today, Indians are consuming more than 20 litres of bottled water per head each year,
compared to just 4-5 liters 15 years ago, research by value notes has noted. India’s bottled
water industry witnessed a boom in the late 1990s soon after Bisleri launched its packaged
drinking water in the country This significant growth was fuelled by a surge in advertising to
give the message that ‘’bottled water is pure and healthy,’’ Today, alongside greater health
awareness, the poor quality of tap water and ease of availability of bottled water,
consumption of bottled water is on the increase
I. Speedy growth
According to the study, the total India market for packaged water was valued at Rs60bn
(U$$1bn) for 2013 financial year, of which the top five players accounted for 67% of market
share. The market is now expected to grow annually at a rate of 22% to reach RS160bn
(U$$2.7bn) by 2018.
Packaged drinking water, which holds about 85% of the market, is also witnessing strong
growth due to other hand, which falls under the premium water segment and is primarily
consumed by urban residents owing to its high cost, will witness growth that will be restricted
to consumers in cities .The industry is currently dominated by its top five players, including
bisleri, pepsico, coca cola, Dhariwal and parle, but with these companies struggling to
penetrate into smaller, non-tier cities and towns due to poor infrastructure, there is an
opportunity for small regional players to build a presence in these markets, the report says.

II. Smaller players

According to shilpa Eguvanti, Team Lead (consulting) at Value Notes, ‘’Even as the industry
is on a growth path, smaller local players and the unorganized sector are eating into the
market of the established players, often by imitating their trademarks.’’
The highest sales of bottled water come from the retail sector. But this is changing with
demand increasing from social functions and corporate event, especially for bulk water or
bottled water cups. To capture all segments of society, water players have started foraying in
to packaged water pouches at low price point, but this is at an experimental stage, said Value
notes
2.1.4 What is natural mineral Water
Natural mineral water is water from underground sources that is packaged close to the source
and meets the specified quality stands without any processing.

2.1.5 What is packaged drinking water

Packaged drinking water use water from any source which has to be treated and disinfected, a
process that could involve filtration. UV or ozone treatment or revers osmosis (Ro) before it
is fit human consumption
2.1.6 Marketing & Demand Aspects
Earlier bottled drinking water was privileged to high class, foreign tourist and highly health
conscious people but the present decade has witnessed increasing popularity among average
consumers, increasing living standards, disposable income, education and awareness among
the
Consumer’s domestics and foreign tourist, sophisticated business houses and offices has
increased rapidly ate sales of bottled water in recent years, the growing water and the quality
of tap water It has become an icon of healthy lifestyle emerging in India. Selling- safety pure
and simple water has now become one of the fastest growing industries in India despite the
harsh truth it is build on the foundation of bad governance, inequality and obvious
exploitation. However, bottled water provides the 3distance advantages of convenient
packing, consistent quality and is ubiquitous. This particular industry in India has never
looked back after the economic liberalization process of 1991-92.In fact the fastest growth in
the consumption of bottled water in the world has been recorded in India according to Bureau
of Indian standards (BIS), there are 1200 bottling plants out of which 600 are in the state of
Tamilnadu and 200brandas of packed drinking water across the country (nearly 80%of which
are local) Consumer in the world. The consumption of smaller units of 500 ml has increased
by around 140% perceptibly. Even school children are carrying the 500 mi packs in their
school bags The 20 liter bulk water jars have found phenomenal acceptance in house hold
and at workplace, with the growing market size, one can imagine the employment
opportunity being created with the surge in bottled water industry.
The bottled water market is dominated by major player such as Coco-cola, Pepsi co, Parle k,
k, Beverages, Manikchand, and Tata Mount Everest. Although we have a large number of
players, parle was the pioneer among the major player when it was launched in India, 35
years ago. Marketing segmentation of bottled water in India
Segment
Share (%)
North 25
East 10
West 40
South 25
  COMPANY STRUCTURE

DIRECTOR

MANAGER

WATER OBSERVER ACCOUNTANT

EMPLOYEES

Key people
 Director ; Mr. Nitin Doifode

 Manager ; Mr. Sachin Doifode

2.2.3 Objectives of Company;

 Continuous improvement of the quality of products and service in delivers

2.1.4 Goals of Company;

 Start production of soft drinks
2.5 Products:

1 liter bottle
It is position on a prestige for platform for the achieve segment who likes to make a fashion
statement by drinking mineral water. This segment gets the maximum sales
20 liter bottle
Company is one step ahead of competitors in offering optimum quality 20 litre packaged
Water jars to the esteemed clients. Products offered by high in quality and are reliable in
nature. These products are tested by company at testing labs.

500ml Mineral Water pet Bottle

With sincerity and hard work of company professionals, company has carved a niche for us in
this domain by offering 500ml Mineral Water bottle. The provided bottled is designed in line
with market quality standard using quality tested raw material and progressive technology.
Company offers this bottled in diverse size.
 CHAPTTER NO 3
RESEARCH METHODOLOGY
4.1 Primary Data;

Opinion about researcher has collected the data from different customers from Deulgaon
Raja, Tal area through the questionnaire.

Types of research designing:

Exploratory researchor formulate research: The objective of exploratory research is to

gather preliminary information that will help define problems and suggest hypotheses.

Descriptive research: The objective of descriptive research is to describe the characteristics

of various aspects, such as the market potential for a product or the demographics and
attitudes of consumers who buy the product.

Causal research: The objective of causal research is to test hypotheses about cause-and-
effect relationships. If the objective is to determine which variable might be causing a certain
behavior, i.e. whether there is a cause and effect relationship between variables, causal
research must be undertaken. In order to determine causality, it is important to hold the
variable that is assumed to cause the change in the other variable(s) constant and then
measure the changes in the other variable(s). This type of research is very complex and the
researcher can never be completely certain that there are not other factors influencing the
causal relationship, especially when dealing with people’s attitudes and motivations. There
are often much deeper psychological considerations, that even the respondent may not be
aware of this is not true.

4.2 Secondary Data

Secondary data is collected from following sources

Secondary datarefers to data that was collected by someone other than the user. Common
sources of secondary data for social science include censuses, information collected by
government departments, organizational records and data that was originally collected for
other research purposes.Primary data, by contrast, are collected by the investigator
conducting the research.

Secondary data analysis can save time that would otherwise be spent collecting data and,
particularly in the case of quantitative data, can provide larger and higher-quality databases
that would be unfeasible for any individual researcher to collect on their own. In addition,
analysts of social and economic change consider secondary data essential, since it is
impossible to conduct a new survey that can adequately capture past change
and/ordevelopments. However, secondary data analysis can be less useful in marketing
research, as data may be outdated or inaccurate Sources of secondary data

Secondary data can be obtained from different sources:

 information collected through censuses or government departments like housing,

social security, electoral statistics, tax records
 internet searches or libraries
 progress reports

Internet website;
Research has collected certain data from the internet websites.

Customer Database;
Data researcher has collected certain from the company database files which contain
information about retailers like contacts detail and address

4.3 Sampling Techniques:

Convenience sampling (also known as grab sampling, accidental sampling, or
opportunity sampling) is a type of non-probability sampling that involves the sample being
drawn from that part of the population that is close to hand. That is, a sample population
selected because it is readily available and convenient, as researchers are drawing on
relationships or networks to which they have easy access. The researcher using such a sample
cannot scientifically make generalizations about the total population from this sample
because it would not be representative enough. For example, if the interviewer was to
conduct such a survey at a shopping centre early in the morning on a given day, the people
that he/she could interview would be limited to those given there at that given time, which
would not represent the views of other members of society in such an area, if the survey was
to be conducted at different times of day and several times per week. This type of sampling is
most useful for pilot testing. Credibility of a researcher's results by convenience sampling
will depend on convincing the reader that the sample chosen equates to a large degree of the
population from which they are drawn.
4.3.1 Sampling Frame;
A Sampling frame is the source material or device from which a sample is drawn. It is a list
of all those within a retailers who can be sampled.
Customer in the Deulgaon Raja area retail stores.

4.3.2 Sample Size;

Sample size indicates that how many respondents are to be contacted under the survey
Sample size for this project is 20 retailers. The object of sampling is to choose a sample
which will faithfully reproduce the characteristics of the population of universe
Sample size = 50

4.3.3 Sample Area

Deulgaon Raja region
4.3.4 Sampling Technique;
Convenient sampling technique
4.4.5 Tools used for data analysis;
1) Pie charts
2) Percentage method
4.4.6 Statistical Tools used for Data Analysis;
For analysing the data Researcher has used percentage methods; this was used to feedback
given by exiting potential customer with the corresponding recommendations and
suggestions.
4.4.7 Geographical Area
1. Buldhana
2. Washim
3. Jalna
4. Akola

4.4.8Competitors
1. Bisleri 4. Kasturi Aqua
2. Aquafine 5. Beilive IN
3. Kinley
SWOT Analysis of Company
Strength
1) Quality Standard
2) Excellent distribution and availability at retails, restaurants , hotels etc.
Weakness
1) Lots of players in the packaged water segment means limited market share.
Opportunity
1) Advertise more with benefits of pure water.
2) More tie-ups with hotels, retail shops etc.
Threat
1) Threat from other water company competitors.
2) Lot of People don’t spend on water.
3) Lots of local brands of bottled water.
 CHAPTER NO 4
CONCEPTUAL BACKGROUND
3.1 Marketing management.

Marketing management facilitates the activities and function which are involved in the
distribution of good and services
According to Philip Kotler, Marketing management is the analysis, planning implementation
and control of programmes designed to bring about desired exchanges with target markets for
the purpose of achieving organisational objectives it relies heavily on designing the
organisation offering of the target markets need and desires and using effective pricing
communication and distribution to inform, motivate and service the market’’. Market
management is concerned with the chalking out of a definite program, after careful analysis
and forecasting of the market situations and ultimate of these plans to achieve the objectives
of the organization.
Further, their sales plans to a greater extent rest upon the requirements and motives of the
consumers in the market to achieve this objective, the organization has to pay need to the
right pricing, effective advertising and sales promotion, distribution and stimulating the
consumers through the best services to sum up, marketing management may be defined as the
process of management
Is the organizational discipline which focuses on the practical application of marketing
orientation, techniques and methods inside enterprises and organizations and on the
management of a firms marketing resources and activities .
Globalization has led firms to market beyond the borders of their home countries. Making
international marketing highly significant and an integral part of a firms marketing strategy.
Marketing managers are often responsible for influent.
In competitor analysis, marketers build derailed profiles of each competitor in the market.
Focusing especially on their relative competitive strengths and weaknesses using SWAOT
analysis, marketing managers will examine each competitors cost structure, sources of profits
resources and competencies, competitive positioning and product differentiation, degree of
vertical integration historical responses to industry developments, and other factors The
marketers employ a variety of techniques to conduct market research, but some of the more
common including;
 Qualitative marketing research, such as focus groups and various types of
interviews
 Qualitative marketing research, such as statistical surveys
 Experimental techniques such as test marketing
 Observational techniques such as ethnographic (on-site)observation
Marketing managers may also design and oversee various environmental scanning and
competitive intelligence processes to help identify trends and inform the company’s
marketing analysis.
3.2 Marketing channel
A marketing channel is a set of practices or activities necessary ownership of goods from the
point of production to the point of consumption It is the way products and services get to the
end –user the consumer, and also known as a distribution channel A marketing channel is a
useful tool for management, and is crucial to creating an effective and well-planned
marketing strategy.
Another less known form of the marketing channel is the Dual Distribution channel. This
channel is a less traditional form that allows the manufacture or wholesaler to reach the end-
user by using more than one distribution channel .The producer can simultaneously reach the
consume through a direct market such as a website, or sell to another company or retailer that
will reach the consumer through another channel i. e, a store An example of this type of
channel would be franchising.

3.4 channel for consumer product

3.5 Customer Satisfaction

Customer satisfaction is a term frequently used is marketing it is a measure of how products
and services supplied by a company meet or surpass customer expectation customer, whose
reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals,’’ In a survey of nearly 07 senior marketing managers, 71 percent
responded that they found a customer satisfaction metrics very useful in managing and
monitoring their businesses.
It is seen as a key performance indicator within business and is often part of a balanced
scorecard in competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy.
3.6 Importance:
Why customer Satisfaction Is Important (4 Reasons)
1. It’s a leading indicator of consumer repurchase intentions and loyalty Customer
satisfaction is the best indicator of how likely a customer will make a purchase in the
future .Asking customer to rate their satisfaction on a scale of 1-10 is a good way to see if
they will become customer reports customers or even advocates .Any customer that give
you a rating of 7 and above, can be considered satisfied, and you can safely expect them
to come back and make repeat purchases.
2. It’s a point of differentiation
In a competitive marketplace where business compete for customers; the customer
satisfaction is seen as a key differentiator. Businesses who succeed in these cut-throat
environments are the ones that make customer satisfaction a key element of their business
strategy.

3) It reduces customer churn

An Accenture global customer satisfaction report (2014) found that price is not the main
reason for customer churn it is actually due to the overall poor quality of customer service
Customer satisfaction is the metric you can use to reduce customer churn by measuring
and tracking customer satisfaction you can put new processes in place to increase the
overall quality of your customer service

4) It increases customer lifetime value

A study by info Quest found that a totally satisfied customer contributes 2.6 time more
revenue than a somewhat satisfied customer Furthermore a totally satisfied customer
contributes 14 times more revenue than a somewhat dissatisfied customer. Successful
businesses understand the importance of customer lifetime value (CLV). If you increase
CVL .you have increase the returns on a marketing dollar.

3.7 Roles and Importance of Retailer in Channel System

Retailers have an important place in the distribution channel as they sell goods to final
consumers they play useful as an important role in distribution channel as the last
link. In the absence of retailers the consumer cannot find necessary goods at only one
place or at a single shop. They need to walk to many shop to find one after another
goods. The product and wholesalers also need to face various problems.to discuss the
role and importance of retailer means.it is relevant to mention their services provided
to producers, wholesalers and consumers.
 CHAPPTER NO 5
DATA ANALYSIS & INTERPRETATION
5.1 Introduction
The researcher collected the data with the help of structured questionnaire the collected if
analysed and according interpretations are drawn
5.2 Tools and techniques for data analysis
For analysing the data researcher has used percentage method and presentation data through
chart.
5.3 Data Analysis and Interpretation
5.3 Data Analysis and Interpretation
5.3.1 Opinion about source of information to know about Samarth Aqua;
The following table tells about the frequency of respondents the source of information about
Samarth Aqua
Table no 5.3.1
Opinion of Respondents regarding source of information

Sr.no Particular No. of respondents % of respondents

1 Television 0 0%
2 News paper 11 22%
3 Word of publicity 39 78%
Total 50 100%
Source; Primary Data
 The above table revealed that about 78% respondent come to know aboutSamarth
Aqua through Word publicity.
 About 22% respondents come to know about company through newspaper.
Graph no 5.3.1
Opinion of Respondents regarding source of information

0%

22%

Telivision
News pepper

78% Mouth Publicity

The majority of the retailers come to know about Samarth Aqua

5.3.2 Opinion about retailers the main factor influencing to prefer Samarth Aqua
The following table tells about the frequency of respondents regarding the factor influence to
Samarth Aqua
Table no 5.3.2
Reason to prefer Samarth Aqua
Sr. No Particulars No. of respondents %. Of respondents
1 Service 12 24%
2 Price 2 4%
3 Accessibility 25 50%
4 Brand image 0 0%
5 Commission 9 18%
Total 50 100
Source; Primary Data
 The above table relevance that about 50% respondents prefer Samarth aqua because
of accessibility
 about 24% responded prefer Samarth Aqua of service.
 Also 18% of respondent prefer because of commission.
 about 4% respondent prefer of price Samarth aqua.

Graph no.5.3.2

19%
25%
0%

Servive
4% Price
Accessibility
brand Image
52% Commission

The Majority of the retailers prefer Samarth aqua because of accessibility.

5.3.3 Opinion about towards quality of Samarth Aqua
The following table tells about the frequency of respondents regarding the quality Samarth
Aqua.
Table no.5.3.3
Satisfaction level towards quality of Samarth Aqua
Sr. No Particulars No. respondent % of respondent
1 Highly Satisfied 20 40%
2 Satisfied 23 46%
3 Neutral 7 14%
4 Dissatisfied 0 0%
5 Highly Dis. 0 0%
Total 50 100
Sources Primary Data:
 The above table revealed that about 40% respondent highly satisfied with quality of
Samarth Aqua
 About 46% respondent Satisfied With Quality of Samarth Aqua
 About 14% of respondent are neutral With Quality Samarth Aqua.

Graph no.5.3.3

0%
0%

14%

40%
Highly Satisfied
Satisfied
Neutral
46% Dissatisfied
Highly Dissatisfied

The majority of the retailers satisfied with quality of the product

5.3.4 Opinion about satisfaction level of availability of product
The following table tells about opinion of respondents regarding the availability of the
product
Table No.5.4.4
Satisfaction level of availability
Sr. No Particulars No. respondent % respondents
1 Highly Satisfied 33 66%
2 Satisfied 16 32%
3 Neutral 1 2%
4 Dissatisfied 0 0%
5 Highly Dissatisfied 0 0%
Total 50 100
Source Primary Data
 The above table revealed that about 66% respondents highly satisfied with availability
of Samarth aqua
 about 32% respondents satisfied with availability of Samarth aqua
 about 2% respondents are neutral with availability Samarth Aqua.

Graph No. 5.3.4

Satisfaction level about availability

0%
2% 0%

32%
Highly satisfied
Satisfied

66% Neutral
Dissatisfied
Highly Dissatisfied

The majority of the retailers highly satisfied with availability of the product.
5.3.5. Opinion about problem resolved the Samarth Aqua
The following table tells about the frequency of respondents regarding the problems resolved
by Samarth Aqua

Table No.5.3.5
How problems resolved by the company
Sr. No Particulars No. of respondents % of respondent
1 Yes 50 100%
2 No 0 0%
S Total 50 100
Source primary data
 Above table shows the all problems are resolved by the company or Company’s
representativeness.
 Retailers are quite satisfied about service quality

Graph No.5.3.5
How problems resolved by the company

0%

yes
No

100%

The majority of the retailers tell all problems are resolved by the company.
5.3.6 Opinion about retailer’s satisfaction level of packaging of the product
The following table tells about the opinion of respondents regarding the packaging of the
product.
Table No.5.3.6
Satisfaction level of towards packaging
Sr. No Perception Respondents % respondent
1 Highly Satisfaction 1 2%
2 Satisfaction 25 50%
3 Neutral 18 36%
4 Dissatisfaction 6 12%
5 Highly Dissatisfied 0 0%
Total 50 100
Source Primary data
 The above table revealed that about 50% respondents highly satisfied with packaging
of Samarth aqua
 about 36% respondents are neutral with packaging of Samarth aqua
 about 12% respondent dissatisfaction with availability of Samarth Aqua.
 Also 2% of respondent highly dissatisfied with packaging of Samarth Aqua.

Graph No 5.3.6
Satisfaction level of towards packaging

0% 2%

12%

Highly Satisfied

50% Satisfied
36%
Neutral
Dissatisfied
Highly Dissatisfied

The majority of the retailers highly satisfied with packaging of the product.
5.3.7 Opinion about Satisfaction level towards commission given by Samarth Aqua
The following table tells about the frequency of respondents regarding the Commission
Samarth Aqua
Table No. 5.3.7
Satisfaction level towards commission
Sr. No Perception Respondent % respondent
1 Highly satisfaction 11 22%
2 Satisfaction 30 60%
3 Neutral 9 18%
4 Dissatisfaction 0 0%
5 Highly Dissatisfied 0 0%
Total 50 100
Source primary Data
 The above table revealed that about 60% respondents satisfied with Commission of
Samarth aqua
 about 22% respondents highly satisfied with Commission of Samarth aqua
 about 18% respondents are neutral with availability Samarth Aqua.

Graph No 5.3.7
Satisfaction level towards commission

0%
0%

18% 22%

Highly Satisfied
Satisfied
Neutral
Dissatisfied
60% Highly Dissatisfied

The majority of the retailers highly satisfied with commission of Samarth Aqua
5.3.8 Opinion about Satisfaction level of credit terms given by Samarth Aqua
The following table tells about the frequency of respondents regarding the credit terms of
Samarth Aqua
Table No.5.3.8
Measure satisfaction level about credit terms
Sr. No perception No. of respondents % of
respondent
1 Highly satisfied 1 2%
2 Satisfied 29 58%
3 Neutral 18 36%
4 Dissatisfied 1 2%
5 Highly dissatisfied 1 2%
total 50 100
Source Primary Data
 The above table revealed that about 58% respondents satisfied with Credit term of
Samarth aqua
 about 36% respondents highly neutral with credit of Samarth aqua
 about 2% respondents are highly satisfied
 also 2% of respondents are Samarth Aqua.

Graph No. 5.3.8

Measure satisfaction level about credit terms

2% 2% 2%

36% Highly Satisfied

Satisfied
58% Neutral
Dissatisfied
Highly Dissatisfied

The majority of the retailers highly satisfied with credit terms of Samarth aqua
5.3.9 Opinion about satisfaction level of promotional activity by Samarth Aqua
The following table tells about the frequency of respondent regarding the promotional of
Samarth Aqua
Table No 5.3.9
Satisfaction level of retailers towards promotional activity
Sr. No Perception No. of respondent % of respondent
1 Highly satisfied 0 0%
2 Satisfaction 5 10%
3 Neutral 24 48%
4 Dissatisfaction 17 34%
5 Highly Dissatisfied 4 8%
Total 50 100
Source Primary Data
 The above table revealed that about 48% respondents neutral with promotional
activity of Samarth aqua
 about 34% respondents are dissatisfaction with promotional activity of Samarth aqua
 also 10% respondents are satisfied
 about 8% of respondents are highly dissatisfied with promotional activity of Samarth
Aqua.

Graph No. 5.3.9

Satisfaction level of retailers towards promotional activity

0%
8% 10%

Highly Satisfied
34%
Satisfied
Neutral
48%
Dissatisfied
Highly Dissatisfied

The majority of the retailer neutral with promotional activity of Samarth aqua
5.3.10Opinion about satisfaction level of advertising by Samarth Aqua
The following table tells about the frequency of respondent regarding the advertisement of
Samarth Aqua
Table No 5.3.10
Satisfaction level of advertisement
Sr.no Perception No of respondent % of respondent

1 Highly satisfied 0 0%
2 Satisfaction 2 4%
3 Neutral 18 36%
4 Dissatisfaction 21 42%

5 Highly Dissatisfied 9 18%

Total 50 100
Source Primary Data
 The above table revealed that about 42% respondents dissatisfied with advertising of
Samarth aqua
 about 36% respondents are neutral with Print of Samarth aqua
 also 18% respondents are highly dissatisfied with advertising of Samarth aqua
 about 4% of respondents are satisfied with advertising of Samarth Aqua.

Graph No. 5.3.10

Satisfaction level of Print Advertisement

0%
18% 4%

36%

Highly Satisfied
Satisfied
42% Neutral
Dissatisfied
Highly Dissatisfied

The majority of the retailers dissatisfied with advertising of Samarth aqua.

CHAPTER NO 6
 FINDINGS

The above data analysis researcher finds out finding. Following are some findings

6.2 Major Findings

 The retailers come to know about Samarth Aqua through mouthpublicity

 The percentage of the retailers prefer Samarth Aqua because of accessibility
 The retailers highly satisfied with availability of the product.
 The percentage of the retailers satisfied with the quality of Samarth Aqua
 The retailers highly satisfied with problem solving of Samarth Aqua
 The of retailers highly satisfied with packaging of the product
 The percentage of retailers highly satisfied with commission of Samarth Aqua
 The percentage of retailers highly satisfied withcredit terms of Samarth Aqua
 The percentage of retailers neutral with promotional activity of Samarth Aqua.
 SUGGESTIONS

1 Percentage of the retailer says the packaging of the product is not too good. So company
needs to maintain good packaging of product

Packaging in the Form of plastic of bottle used to made a bottle. Many retailers say the
quality of bottle is not good so company need

2 Most of the respondent are not satisfied with promotional activity is effective

I. Radio
Radio is considered by many advertisers as an ideal medium due to its ability to reach
specific target groups e.g. teenagers racing followers or grocery buyers. Radio
advertising covers spot adverts (usually 15 or 30 second) promotions or talkback DJ
discussion most radio stations offer packages which include production and extension
of your radio campaign through their websites.

II. Presentation and demonstration –

Presentation and demonstrating the features and benefits of your product or service in
order to convince the prospect that their want or need can be satisfied.

Following ways to improve brand image

1 Be consistent.

A foolish consistency may be the hobgoblin of little minds, but a smart consistency is critical
to building your brands and growing your business. Alaska Airline is a great example of how
consistency of interaction increases customer loyalty; the interactions I have with Alaska
have a tone tenor I enjoy. On one occasion I had an off brand experience the same day that I
let Alaska know about that interaction, I received a sincere apology and a satisfaction
resolution preserving their positive brands image in my eyes smart Customer like knowing
what to expect from the interactions they have with your company. This means you need to
deliver brand consistent experiences across sales, customer support and accounts receivable
calls in all your direct marketing efforts, on social media channels.throught your PR and
advertising programs on the web etc. It extendsto the tone and personality your people and
processes take when interacting with customers and prospective customers anywhere along
the line.

2 Communicate your brand values throughout your company Your website and collateral
aren’t the only things communicating your message to customer and prospects every single
person in your company is a brand ambassador given this, hire carefully and build your brand
promise from the inside out set and enforce the right tone, making sure everyone who works
at your company knows what your stand for how you operate, and what kind of a customer
experience you intend to deliver for Zippos the brand promise involves delivering superior
service and selection to online shoppers.
 CONCLUSION

CONCLUSION
The conclusions are as follows;

Researcher has surveyed 50 respondents, the majority of respondent refer the quality factor
while purchasing the water product from Samarth Aqua. The maximum sale of product is
from hotels. The customer haven’t any complaint problem regarding to the product. Customer
are satisfaction with the availability of Samarth Aqua Overall customer of Samarth aqua are
not satisfied with the advertising of Samarth aqua They want company need to increasing
promotional activity of Samarth aqua. Also customer are satisfied with the credit terms
provided by Samarth aqua. In customer main factor that influencing to prefer a Samarth aqua
is the quality many customers are satisfied with the packaging of Samarth aqua Overall
customer satisfied with the performance of the company.
 BIBLIOGRAPHY

BOOKS:

 Anne T. Coughlan(2006) Marketing Channel 7th Edition, Prentice Hall, Page No. 2-18
 Nargundkar R. (2008) Marketing Research 3rd Edition, Tata McGraw Hill Education
Private Limited New Delhi, Page No. 90-91

WEBSITES:

 www.managementguide.com
 www.wikipedia.org/wiki/retail
 www.diva-portal.org
 www.business-standard.com
 www.projects4mba.com
 www.foodnevigator.com
 APPENDICES

(Satisfaction level of retailers towards Samarth aqua)

 Name and address of store.

 Contact person No.

 Contact No.

 How did you come to know about Samarth aqua?

A) Television B) News Paper C)Pamphlet D)Radio

 The main factor that influences you to prefer Samarth aqua?

A) Service B) Price

C) Accessibility D) Brand image

 Are you satisfied with the quality of classic aqua? (Based on consumer feedback}
A) High satisfied B) satisfied
B) Neutral D) Dissatisfied

 Are you satisfied with the availability of stock Samarth aqua?

A) High satisfied C) satisfied
B) Neutral D) Dissatisfied

 If you contacted Samarth aqua customer service, have all problems been resolved to
your complete satisfaction?
 A) Yes
B) No

 are you satisfied with the packaging of Samarth aqua?

A) High satisfied B) satisfied
B) Neutral D) Dissatisfied

 are you satisfied with the commission of Samarth aqua?

A) High satisfied B) satisfied
B) Neutral D) Dissatisfied

 are you satisfied with the credit terms provide by the Samarth aqua?

A) High satisfied B) satisfied

C) Neutral D) Dissatisfied

 Please mention your satisfaction level towards promotional activity of Samarth aqua?
A) High satisfied B) satisfied
B) Neutral D) Dissatisfied

 Are you satisfied with the advertisement of Samarth aqua?

A) High satisfied B) satisfied
B) Neutral D) Dissatisfied

 In comparison with other brands, how will you rate Samarth aqua?
A) Much better B) Better
B) About the same D) Worse Much worse

 How would you rate (Samarth aqua) overall?

A) Poor
B) Fair
C) Good
D) Excellent