RESEARCH PROJECT REPORT

(BBA2603)
ON
COMSUMER SATISFACTION TOWARDS LOTUS
COSMETIC PRODUCTS IN GORAKHPUR CITY

Towards partials fulfillment of

Bachelor of Business Administration (BBA)

School Of Management, Babu Banarasi Das University,

Lucknow

Guided By Submitted By

Dr. Ram Singh Km. Anshu Chaurasia

Session 2020-2021

School Of Management

Babu Banarasi Das University, Lucknow 226028

Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P), India

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  Content sequence of the Project Field Report

Cover Page
Certificate from the Dean and Faculty Guide of SOM,BBDU
Declaration------------------------------------------------------- 03
Acknowledgement------------------------------------------------04
Preface-------------------------------------------------------------05
Executive Summary----------------------------------------------06-07 

Table of content Page No.

Introduction------------------------------------------------- 08-28

Consumer satisfaction introduction--------------------08-12

Introduction to cosmetic market------------------------13-18

Industry/company profile-----------------------------------19-22
History & marketing strategies of lotus herbals------23-26
Vision and mission of lotus herbals----------------------27-28

Any specific information of the Industry------------------29-32

Product profile-----------------------------------------------33-38

Objectives of the study----------------------------------------39

Review of literature----------------------------------------40-41

Research Methodology---------------------------------------42-44
Problems and limitations-------------------------------------45-46
Data Analysis & Interpretations----------------------------47-71
Finding -----------------------------------------------------------72-73
Suggestions/Recommendations--------------------------------74
Conclusion--------------------------------------------------------75
Appendix ---------------------------------------------------------76-80
Bibliography -----------------------------------------------------81-82

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 DECLARATION

I do hereby declare that all the work presented in the research report entitled
“Consumer Satisfaction towards Lotus Cosmetics Products in Gorakhpur city” is
carried out and being submitted at the school of management for the award of
Bachelor of Business Administration, is an authentic record of Km Anshu Chaurasia.
The work is carried out under the guidance of DR.. Ram Singh (faculty guide). It
hasn’t been submitted at any other place for any other academic purpose.

KM ANSHU CHAURASIA

BBA 6TH SEMESTER

BBDU, LUCKNOW

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 ACKNOWLEGEMENT

At the outset I would like to take this opportunity to express my deep sense

of gratitude and regard to “DR. RAM SINGH Assistant Professor”, School

of Management, Babu Banarasi Das University, under whose guidance the

Research report is undergoing successfully. I would also like to thank him

for introducing the topic, thus laying the first stone in the amity of this

research report work. At all aspects he has guided in sensibly right from

the initial stage by providing appropriate information about the matter.

My sincere thanks to all friends and family, for all the help and support

they have given, hence contributing towards the success of the work

directly or indirectly.

KM ANSHU CHAURASIA
BBA 6th semester
BBDU, LUCKNOW

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 PREFACE
The Research Provide an opportunity to demonstrate the application of
Knowledge, Skills and Competence required during the technical session, to
evaluate the performance and provide feasible recommendation on the provide
data . The Analysis is on the field of marketing.

Although I have tried my level best to prepare this report on

error free report every efforts has been made to offer authentic position with
accuracy.

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 EXCUTIVE SUMMARY
Cosmetics and toiletries are not just the domain of women any longer and Indian men too
are increasingly taking to the use of more and more body sprays, perfumes and other
cosmetics and toiletries. With rising demand from men, the Indian market is getting enlarged
and many players are coming out with cosmetic products especially skin care products for
men. Globalization will certainly increase cosmetic products penetration and all
professionals shall equip themselves to exploit opportunities offered by this sector.

The consumers are the largest economic group in any country and the present day business
activities are because of consumers only. Thus, consumers are the pillars of the economy.
The consumers are not only the heart of marketing system, but also the controller of
marketing functions. But it the modern marketing system consumers sovereignty has
become a myth on account of the variety of problems in the process of merchandising. The
study of consumer satisfaction enables marketers to understand and predict consumer
satisfaction in the market place; it also promotes understanding of the role that consumption
plays in the lives of individual.

This gives me an opportunity to work on with this endeavor focusing on the

Consumer satisfaction towards cosmetics with special reference to the Lotus cosmetics
products. The primary objective of the study is to understand the consumer satisfaction by
studying the awareness of the financial products within the consumers and the number of
consumers who take the products from Lotus.

The introductory chapter gives and insight to the cosmetic industry. It briefly explains about
the consumers and types of consumers, satisfaction and consumer satisfaction. It also
contains some information about the industrial profile of Lotus.

The next chapter briefly explain about the industrial profile of Lotus, Stating about its mile
stones, vision, products, protection solutions, advertising effectiveness and finally about its
marketing strategies and some specific information of the Industry.

The next chapter gives of objective of the study and explains about literature review. It
briefly describes what all are the information source for the present study and what benefits
has derived from the reference of those literatures.

Next part explains about the research methodology. With the basic understanding of the
study research design was formulated; Method of data collection, data sources, sample
design, universe, sample size & sample type, sample unit.

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 The necessary data were collected through the interaction with friends and family members
& relatives who use the lotus products. And some data were collected through given case
studies and websites which are mentioned in reference. As I couldn’t interact with
individuals due to pandemic.
The next chapter contains the problems and limitations, finding, analysis and interpretation
of data collected. The collected data was coded through tally bars and presented in
percentage wise and depicted in the form of graphical representation. Research study giving
all respondent’s opinion in nutshell as findings i.e. stating that around percentage of
customers behave positively towards the Lotus products.

The dissertation ends up with the suggestions/Recommendation in order to modify the

current system for a higher growth and progress.

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 INTRODUCTION

CUSTOMER‌:- ‌

A‌‌customer‌‌is‌‌an‌‌individual‌‌or‌‌business‌‌that‌‌purchases‌‌the‌‌goods‌‌or‌‌services‌‌produced‌‌by‌‌a‌ ‌
business.‌‌Attracting‌‌customers‌‌is‌‌the‌‌primary‌‌goal‌‌of‌‌most‌‌public-facing‌‌businesses,‌‌because‌
‌it‌‌is‌ ‌the‌‌customer‌‌who‌‌creates‌‌demand‌‌for‌‌goods‌‌and‌s‌ ervices. ‌Businesses‌ often‌‌compete
through advertisements or lowered prices to attract an ever-larger customer base.‌ ‌ ‌

In ‌sales‌, ‌commerce‌ and ‌economics‌,‌ ‌a customer (sometimes‌ ‌known‌ ‌as‌ ‌a client, buyer,‌ ‌
Or purchaser)
‌ ‌is‌ ‌the‌ ‌recipient‌ ‌of‌ ‌a ‌good‌, ‌service‌, ‌product‌ or‌ ‌an ‌idea‌ -‌ ‌obtained‌ ‌from‌ a‌  ‌seller‌, ‌vendor‌,‌ ‌or ‌sup
plier‌ via‌ ‌a ‌financial‌ ‌transaction‌ or ‌exchange‌ for ‌money‌ or‌ ‌some‌ ‌other‌ ‌valuable ‌consideration‌. 
An‌ ‌ultimate‌ ‌etymology‌ ‌of‌ ‌"client"‌ ‌may‌ ‌imply‌ ‌someone‌ ‌merely inclined to ‌do‌ ‌business‌,‌ ‌wher
eas‌ ‌a‌ ‌purchaser ‌procures‌ ‌goods‌ ‌or‌ s‌ ervices‌ ‌on‌ ‌occasion‌ ‌but‌ ‌a‌ ‌customer customarily or ‌habitu
ally‌ engages‌ ‌in‌ ‌transactions.‌ ‌Such‌ ‌distinctions‌ ‌have‌ ‌no‌ ‌
contemporary‌s‌ emantic‌‌weight.‌ ‌

Businesses‌ ‌often‌ ‌follow‌ ‌the‌ ‌adage‌ ‌"the‌ ‌customer‌ ‌is‌ ‌always‌ ‌right"‌ ‌because‌ ‌happy‌ ‌customers‌ ‌a
re‌ ‌expected‌ ‌to‌ ‌continue‌ ‌buying‌ ‌goods‌ ‌and‌ ‌services‌ ‌from‌ ‌companies‌ ‌that‌ ‌meet‌ ‌their‌ ‌needs.‌ ‌M
any‌ ‌companies‌ ‌closely‌ ‌monitor‌ ‌the‌ ‌relationships‌ ‌they‌ ‌have‌ ‌with‌ ‌customers,‌ ‌often‌ ‌asking‌ ‌for‌ ‌f
eedback‌ ‌to‌ ‌learn‌ w ‌ hether‌ ‌new‌ ‌products‌ s‌ hould‌ ‌be‌ ‌created‌ ‌or‌ ‌adjustments‌ ‌made‌ ‌to‌ ‌what‌ ‌is‌ cur
rently‌ ‌offered.‌ V ‌ irtually‌ ‌everybody‌ ‌in‌ ‌a‌ ‌modern‌ ‌economy‌ ‌buys‌ ‌products‌ ‌or‌ ‌services‌ ‌from‌ ‌co
mpanies,‌ ‌and‌ s‌ o‌ ‌almost‌ ‌everybody‌ ‌at‌ ‌least‌ ‌occasionally‌ ‌acts‌ ‌as‌ ‌a‌ ‌customer.‌ ‌Several‌ ‌traits‌ ‌mar
k‌ ‌a‌ ‌customer‌ ‌as‌‌opposed‌‌to‌‌a‌‌client‌‌or ‌vendor‌.‌ ‌ ‌

‌
TYPES‌‌OF‌‌CUSTOMERS‌ :-

Customers‌
‌play‌ ‌the‌ ‌most‌ s‌ ignificant‌ ‌part‌ ‌in‌ ‌business.‌ ‌In‌ ‌fact‌ ‌the‌ ‌customer‌ ‌is‌ ‌the‌ ‌actual‌ ‌boss‌ ‌in‌ ‌a‌ ‌deal‌ ‌and‌ 
‌is‌ ‌responsible‌ ‌for‌ ‌the‌ ‌actually‌ ‌profit‌ ‌for‌ ‌the‌ ‌organization.‌ ‌Customer‌ ‌is‌ ‌the‌ ‌one‌ w ‌ ho‌ ‌uses‌ ‌the‌ ‌p
roducts‌ ‌and‌ ‌services‌ ‌and‌ ‌judges‌ ‌the‌ ‌quality‌ ‌of‌ ‌those‌ ‌products‌ ‌and‌ ‌services.‌ H ‌ ence‌ ‌it’s‌ ‌import
ant‌ ‌for‌ ‌an‌ ‌organization‌ ‌to‌ ‌retain‌ ‌customers‌ ‌or‌ ‌make‌ ‌new‌ ‌customers‌ ‌and‌ ‌flourish‌ ‌business.‌ ‌To‌ ‌
manage‌ ‌customers,‌ ‌organizations‌ ‌should‌ ‌follow‌ s‌ ome‌ ‌sort‌ ‌of‌ ‌approaches‌ ‌like‌ s‌ egmentation‌ ‌o
r‌ ‌division‌ ‌of‌ ‌customers‌ ‌into‌ ‌groups‌ ‌because‌ ‌each‌ ‌customer‌ ‌has‌ ‌to‌ ‌be‌ ‌considered‌ ‌valuable‌ ‌and‌ 
‌profitable.‌ ‌
 ‌

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Customers can be of following types:-

1. Loyal Customers- These types of customers are less in numbers but promote more
sales and profit as compared to other customers as these are the ones which are
completely satisfied. These customers revisit the organization over times hence it is
crucial to interact and keep in touch with them on a regular basis and invest much
time and effort with them. Loyal customers want individual attention and that
demands polite and respectful responses from supplier.

2. Discount Customers- Discount customers are also frequent visitors but they are
only a part of business when offered with discounts on regular products and brands
or they buy only low cost products. More is the discount the more they tend towards
buying. These customers are mostly related to small industries or the industries that
focus on low or marginal investments on products. Focus on these types of customers
is also important as they also promote distinguished part of profit into business.

3. Impulsive Customers- These customers are difficult to convince as they want to do

the business in urge or caprice. They don’t have any specific item into their product
list but urge to buy what they find good and productive at that point of time.
Handling these customers is a challenge as they are not particularly looking for a
product and want the supplier to display all the useful products they have in their
tally in front of them so that they can buy what they like from that display. If
impulsive customers are treated accordingly then there is high probability that these
customers could be a responsible for high percentage of selling.

4. Need Based Customers- These customers are product specific and only tend to buy
items only to which they are habitual or have a specific need for them. These are
frequent customers but do not become a part of buying most of the times so it is
difficult to satisfy them. These customers should be handled positively by showing
them ways and reasons to switch to other similar products and brands and initiating
them to buy these. These customers could possibly be lost if not tackled efficiently
with positive interaction.

5. Wandering Customers- These are the least profitable customers as sometimes they

themselves are not sure what to buy. These customers are normally new in industry
and most of the times visit suppliers only for confirming their needs on products. 

6. They investigate features of most prominent products in the market but do not buy
any of those or show least interest in buying. To grab such customer they should be
properly informed about the various positive features of the products so that they
develop a sense of interest.

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 An organization should always focus on loyal customers and should expand or multiply the
product range to leverage impulsive customers. For other types of customers strategies
should be renovated and enhanced for turning out these customers to satisfy their needs and
modify these types of customers to let them fall under loyal and impulsive category.

SATISFACTION:-

Customer level of approval when comparing a product’s perceived performance with his or
her expectations. Also could refer to discharge, extinguishment, or retirement of an
obligation to the acceptance of the obligor, or fulfillment of a claim. While satisfaction is
sometimes equated with performance, it implies compensation or substitution whereas
performance denotes doing what was actually promised.

CUSTOMER SATISFACTION:-

Business always starts and closes with customers and hence the customers must be treated as
the King of the market. All the business enhancements, profit, status, image etc of the
organization depends on customers. Hence it is important for all the organizations to meet
all the customers’ expectations and identify that they are satisfied customer.

Customer satisfaction is the measure of how the needs and responses are collaborated
and delivered to excel customer expectation.
It can only be attained if the customer has an overall good relationship with the supplier. In
today’s competitive business marketplace, customer satisfaction is an important performance
exponent and basic differentiator of business strategies. Hence, the more is customer
satisfaction; more is the business and the bonding with customer.

Customer satisfaction is a part of customer’s experience that exposes a supplier’s

behavior on customer’s expectation.
It also depends on how efficiently it is managed and how promptly services are provided.
This satisfaction could be related to various business aspects like marketing, product
manufacturing, engineering, quality of products and services, responses customer’s
problems and queries, completion of project, post delivery services, complaint management
etc.

Customer satisfaction is the overall essence of the impression about the supplier by
the customers. This impression which a customer makes regarding supplier is the sum total
of all the process he goes through, right from communicating supplier before doing any
marketing to post delivery options and services and managing queries or complaints post
delivery. During this process the customer comes across working environment of various
departments and the type of strategies involved in the organization. This helps the customer

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to make strong opinion about the supplier which finally results in satisfaction or
dissatisfaction.

Customer’s perception on supplier helps the customer choose among the supplier on basis of
money value and how well the delivered products suit all the requirements. The supplier’s
services never diminishes after the delivery as customer seeks high values post marketing
services which could help them use and customize the delivered product more efficiently. If
he is satisfied with the post marketing services then there are good chances for supplier to
retain the customers to enhance repeated purchases and make good business profits.

It is necessarily required for an organization to interact and communicate with

customers on a regular basis to increase customer satisfaction.
In these interactions and communications it is required to learn and determine all individual
customer needs and respond accordingly. Even if the products are identical in competing
markets, satisfaction provides high retention rates.

For example, shoppers and retailers are engaged with frequent shopping and credit
cards to gain customer satisfaction, many high end retailers also provide membership cards
and discount benefits on those cards so that the customer remain loyal to them.

Higher the satisfaction level, higher is the sentimental attachment of customers

with the specific brand of product and also with the supplier. This helps in making a strong
and healthy customer-supplier bonding. This bonding forces the customer to be tied up with
that particular supplier and chances of defection very less. Hence customer satisfaction is
very important panorama that every supplier should focus on to establish a renounced
position in the global market and enhance business and profit.

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PROCESS OF CUSTOMER SATISFACTION:-

1. Define a goal and metrics-

It’s easy to say that you want to research customer
satisfaction. But you should be more specific before you start a survey. Define a core
metric that you are going to track (for example, Net Promoter Score). You can also
set success metrics related to the survey itself –
For example, the number of answers you want to get or completion rates.

Hint: the core metric should be quantitative – either expressed in numbers (like
NPS) or answers to a close-ended question. It will make tracking changes over time
much easier and reliable. Open-ended questions are useful for digging deeper into
customers’ opinions and collecting valuable insights.

2. Create a customer satisfaction survey-

When you know what exactly you want to
research, it’s time to create a survey. But before that, think what the best method for
running this survey is. Should you use targeted website surveys, in-message surveys,
questionnaires, or maybe call customers (but keep in mind that online sources are
usually favored by customers)? After choosing the method (read this guide to
learn how to measure customer satisfaction if you need some help), it’s time to create
a survey.
The basic rule: keep it as simple and short as possible to maximize response rates.
Also, surveys must be relevant – make sure customers are asked only questions they
can know answers to. It usually means the need of segmenting customers.
Example: ask different questions a new and repeat customer and use a different set
of questions in a post-purchase survey you send immediately after purchase and in a
survey you send half a year later.

Collect answers- People new to analyzing surveys often get excited after collecting a few

answers. It’s understandable that but you should wait longer for results. It’s difficult to talk

about a minimum sample size because it often depends on the number of customers you

survey. For most of the companies, it’s impossible to reach statistical significance and a few

hundreds of answers or even less must be enough. For a very small company, getting more

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 than 100 answers can be challenging yet it shouldn’t discourage you from measuring

customer satisfaction.

INTRODUCTION TO COSMETIC MARKET:-

India Cosmetics Market was valued USD 13191.23 Million in FY2020 and is forecast  to

grow at double digit CAGR of 16.39% through FY2026 to reach USD 28985.33  Million by

FY2026. 

Anticipated growth in the market can be attributed to growing disposable

income leading to increasing purchasing power of the people. Emergence of online

retail and increasing inclination of youth towards skin care and other grooming

products is another key factor which is expected to drive the cosmetics market during

the forecast period. Moreover, rising consumer awareness and preference to buy

advanced skin care products which not only make them look beautiful but also

enhance their skin type is also leading to huge demand for cosmetics products. 

Increasing demand for herbal cosmetic products among Indian consumers is

also creating a wide growth opportunity for manufacturers. Rising awareness

towards body aesthetics, especially among women is making India one of the

largest consumers of cosmetic products around the world. 

The Indian Cosmetics Market is categorized based on category, distribution

channel and competition. Based on category, the market is categorized into body

care, hair care, color cosmetics, men's grooming, fragrances, others. Body care

products which include products such as hand cream, body lotion, among others led

the market with share of 45.01% in FY2020 and the trend is forecast to continue in

the coming years as well. 

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 Some of the leading players operating in the Indian Cosmetics Market are

Lotus Herbals Pvt. Limited, L'Oreal India Pvt. Ltd., Oriflame India Private Limited,

Emami Ltd., Marico Ltd., Nivea India Pvt. Ltd., Dabur India Limited, Godrej

Consumer Products Ltd., Procter & Gamble Home Products Private Limited, and

Hindustan Unilever Limited, among others. 

Leading companies are working on bring more innovative products which suits

the demand of the consumers. Also, they are taking up other growth strategies like

merger and acquisitions to increase their market share. 

The Indian restorative industry has seen fast development throughout the most

recent few decades. In that time the scope of corrective and magnificence items in

India has broadened enormously. Indian contenders have started to fabricate items to

take into account a universal need. New realities that have been uncover that the

business of restorative items in India is developing at a normal pace of very nearly

20% yearly; this expansion is credited to two primary components. The first being

the expansion for the interest in Indian financially savvy items and the second being

the expanded buying intensity of the normal Indian. There are additionally numerous

explanations behind the expanded interest for restorative items specifically. With the

presentation of satellite TV and a wide exhibit of TV stations just as the web, the

normal Indian buyer is continually besieged with ads and data on new corrective

items which frequently makes an interpretation of into the craving to buy them. A

blast in the Indian design industry has been connected to the expanded consciousness

of Indian individuals about their appearances and therefore added to an expansion in

the interest for restorative items. In any case, even with the gigantic flood in the fame

of corrective items, measurements have demonstrated that the normal Indian

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 customer spends substantially less on restorative items than purchasers from each

other piece of the world. This implies the Indian corrective industry has a

significantly more noteworthy potential for development than it is by and by

encountering and it is

Profoundly divided and gathered in the Tier-I urban communities as it were. Thus it

is exceptionally fundamental that the items should reach to different urban areas just

as in rustic region. Here the advertising assumes a significant job. The

organizations need to comprehend the desires for possibilities. This requires a

careful comprehension of buyer conduct and purchasing thought processes. Shopper

conduct is the conduct that customers show in looking for, buying, utilizing and

assessing items, administrations and thoughts which they expect will fulfill their

requirements.  Purchaser conduct incorporates a huge region including utilization

design, shopper inclinations, customer inspiration, and buyer purchasing process and

shopping conduct. The buy choice is affected by different factors,

For example, social, social, segment, individual, monetary and so on. So for

powerful promoting, the advertiser must know the premise of choices taken by

clients. This report dependent on the similar examination among L’Oreal and

Maybelline brands regarding Gorakhpur city.  Inside a limited capacity to focus the

last five-six years, the utilization of beauty care products by Indian purchasers has

expanded essentially with an ever increasing number of ladies and men checking out

close to home preparing, expanding expendable wages, and changing ways of life,

impact of satellite TV and more noteworthy item decision and accessibility. With the

interest for beauty care products on the  ascent and the opening up of the market to

outside organizations, a considerable lot of  the world's famous makeup brands

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 entered the Indian market in the early and mid nineties and some more have focused

on India.  

Significance of the study:-

The Consumer conduct is a basic piece of human conduct and

basic piece of showcasing exercises on the planet. The investigation on the conduct

of female shoppers in the buy and utilization of beautifying agents appears to be

important from the point of view of producers of various chose corrective brands, the

advertisers, the customers and beauticians in Gorakhpur. The investigation enquires

about the significant purposes behind the acquisition of corrective items. Since the

whole  advertising exercises are turning out to be more buyer driven now-a-days, the 

investigation of shopper conduct works out in a good way past the insignificant 

demonstration of obtaining corrective items or the utilization of the items. The

current examination relies upon the profoundly held qualities, disposition,

observation, brain research, culture, financial components and character of female

shoppers. In an exceptionally created and mechanically propelled society, the

investigation of shopper conduct is significant as the buyers have a lot of decision

and alternative to choose the kind of items bought. In like manner, there is decent

variety that exists among the customers, makers, advertisers, retailers, and people

and in their mental conduct. A feeling  of mental and financial factors in the brains of

shoppers empower the advertisers to  make forecasts about the craving of buyers

towards new items, cost to be charged, the  kind of limited time crusade required and

about the their needs and needs. The mind of the Indian buyer is perplexing as there

is a provincial decent variety and unconstrained social change. The demonstration of

purchasing is affected by various components and the sort of items gave by the

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 makers as there is a move from conventional job of house spouse or home creator to

different fields of occupation.  The extension of administration segment followed by

quickly developing ascent in the quantity of ladies joining the work power has

prompted upgrade of buying intensity of ladies network contrasted with the previous

not many decades. Ladies are getting monetarily free and prompted an adjustment in

the conduct. In the current situation, changing way of life, higher extra cash,

expanding notice, rising status, movement of individuals, interest for prevalent

quality, changing buyer inclination and the promotions came about into a change in

outlook in the conduct of females in the buy and utilization of beautifying agents.

The ascent in the quantity of ladies joining the work power throughout the decade

improved the buying intensity of ladies network.  Therefore, the ladies began

contributing more on their appearance and looks. The idea of excellence has changed

from only an excellent face to a lovely body, hair and a keen brain. It is in this

foundation the investigation on conduct of female shoppers in the buy and utilization

of beauty care products is endeavored. Subsequently, the examination looks to give a

source to know the diverse kind of beautifiers and the accessible Providers in

Gorakhpur. The investigation additionally expects to give knowledge into the

recognition and conduct of females in taking a buy choice. 

Scope of the study:-

The current examination centers on the conduct of females who buy and

use beautifiers in Gorakhpur. A wide range of female purchasers who utilize four

sorts of restorative consideration items

For example, Lip care, Eye care, Nail care and Skin care items are remembered for

this study. With the end goal of study, the chose driving fabricates. The lip care items

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 are again arranged into lip stick, lip shine, lip liner and other lip care items. The Eye

care items are additionally named Mascara, eyeliner, eyebrow, lashes and other eye

care items. The Nail care items are delegated Nail clean, nail remover and nail

creator.

The healthy skin items are delegated face wash, establishment, chemical and other

skin health management items. The investigation likewise centers on the purchasing

conduct, the purposes behind the acquisition of beauty care products and the degree

of fulfillment of the shoppers.

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 INDUSTRY PROFILE

Lotus Herbals is India’s leading natural cosmetics company.

Based on 5000-year-old science of Ayurveda and combining it with 21st century's
technology, we offer a well-researched and robust range of over 500 Skincare, Hair care,
Sun care, and Make-up products for the retail and professional markets.

Website: - http://www.lotusherbals.com

Industries: - Cosmetics

Company size: - 1001-5000 employees

Headquarters: - New Delhi, Delhi

Type: - Privately Held

Founded: - 1993

Founder: - Mr. Kamal Passi (1993)

Managing Director: - Mr. Nitin Passi

Specialties: - Beauty, Skin Care, Personal Care, Cosmetics, Make-up, In-salon

Services and Salon Retail.

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 COMPANY PROFILE

Lotus Herbals Limited manufactures and sells herbal formulation products to protect,

heal, and enhance the face, body, and hair in India. The company offers WHITEGLOW,

intensive skin whitening and brightening serum; cleansers, toners, protectors, nourish,

correctors, enhancers, exfoliates, gels, and lip care products for skin; and moisturizers

and ayurvedic cleansers for body. It also provides repair and purify systems, and anti-

dandruff products for hair; sun care products; and make-up products for eyes, face, lips,

and nails. The company was incorporated in 1993 and is based in Noida, India.

Lotus Herbals is India’s leading natural cosmetics company. Combining ancient

wisdom from the Vedas with 21st century technology, we offer a range of over 250 skin

care, hair care, sun care and make-up products for the retail and professional markets.

India is well known all over the world for her rich bounty of medicinal and therapeutic

herbs and for the 5,000 year old science of Ayurveda that practices the application of

these herbs effectively. After many years of meticulous research we came up with

scientifically developed products that generate the same powerful effect, in a shorter

time and with a longer lasting effect. 

We believe in actively utilizing herbal ingredients instead of chemical-based, synthetic

and cruel animal tested cosmetics. Our wide range of holistic health-care and

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 enhancement products capture the purity of nature and the strength that lies therein.

When we started out in 1993 under the guidance of Mr. Kamal Passi, the beauty

products market in India was at a nascent stage and Ayurveda still hadn’t gained footing

as the magical master key to beauty. Thus our products at that time were for export and

were also produced under contract in more than 16 countries.

However, by 2005, buoyed by the dramatic surge in the Indian beauty market, we felt

the time had come for us to shift our focus to the domestic market, which led us to

offer our products nationwide.

Each of our products contains a combination of extracts of different herbs to protect,

heal and enhance the face, body and hair. We follow strict manufacturing processes as

per GMP (Good Manufacturing Practices) and have earned the ISO 9001 (2000)

certification as well.

All our production systems are subject to stringent quality checks to ensure highest

quality products that match or exceed international standards. Welcome to a brave

new.

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 ABOUT NET DISTRIBUTION SERVICES PVTLTD

Net Distribution Services Pvt Ltd is India's unique multi channel online retailing company. It

is founded by experienced professionals from specialist backgrounds. The company is

headquartered in Mumbai and has offices across India.

In today's highly connected world, discerning consumers are seeking newer, smarter and

cost effective ways of buying products and services. We provide consumers with the

opportunity to make purchases for themselves or as gifts for others, using the internet and

phone to make such purchases. We operate branded stores under license from the brand

owners.

Products purchased on our web stores are genuine, company sourced products which are

sold by Net Distribution Services Pvt Ltd as an authorized retailer. These are delivered to

customers through our carefully selected courier and logistics partners.

Customer service and satisfaction is our motto and we constantly work towards meeting and

exceeding the expectations of our customers

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 HISTORY & MARKETING STRATEGIES
OF LOTUS HERBAL

Company Name: Lotus Herbals

Founder: Kamal Passi

Lotus Herbals is a personal care brand and beauty products company which was founded in
1993 by Kamal Passi. Its head office is located in Delhi, India. It offers a range of beauty
and personal care products under various brand names. Lotus has been the preferred choice
of women ever since this brand was launched.

Lotus has come up with product innovations over time and continues to maintain its brand
quality.

How it all started:-

Lotus Herbals was founded in 1993 in a small town in Delhi by Mr. Kamal Passi who passed
away in 2015. It was named Lotus in relation to the natural products they offer. He
registered his company under the aegis of Lotus Herbals Ltd. and began operations.

It has been engaged in the selling of various kinds of beauty products for women. Over time
it has widened its product base and is now planning to launch their men segment.

Launching:-
Lotus Herbals started only as a beauty care product for women. Over time it has become one
of the leading companies offering products ranging from beauty care

23 | P a g e
Products, anti-aging cosmetics to glow skin products. Their products are one hundred
percent natural and herbal. They offer a range of 250 skin care products like Lotus Face
Scrub, sun care, and makeup products.

Their tagline is Strength of Purity which is a reflection and extension of the brand’s identity.
Their slogan combines the purity of nature and the strength of the inner self. They primarily
focus on women care products but over time they are venturing inside the men’s grooming
segment as well. Their presence is felt in every segment of the market from skincare to
cosmetics to beauty enhances and skin glowers.  

Lotus Herbals Marketing Strategy and the Reasons

behind its Success:-
There are several marketing strategies which are employed by Lotus to enhance their brand
appeal. Few of them are mentioned below

Widespread Distribution: - Lotus Herbals has spread its wings on the

overseas market. They are eyeing the Pakistan market as well. Lotus markets their
products in Europe, the US, Africa and other parts of Asia as well. Alongside this,
they are planning one hundred percent export turnover by this fiscal. 

Strong R&D:- Lotus is focused and committed to ensuring a hundred percent

safety and ingenuity of its products. They test their products thoroughly before
packaging. Their products go through various quality checks and measures before
they are certified to be used for the human skin. They are also planning to set up a
beauty school in the country to teach grooming and care needs and plan to open
several locations across metros.

Leading Brand in the Market: Lotus focuses on being the leading brand in

the beauty care segment of India. Although it is regularly challenged by other
competitors from reputed international and domestic brands it continues to hold
its place firmly in the domestic market.

Continuous High Rank in the Brand Portfolio: -Two of the brands

Lotus Herbals Safe Sun and Whiteglow are their most popular products and they
continue to market these products aggressively. Apart from these two, they are
planning to launch mini packs to cater to the small towns. 

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 Company Diversification Strategy: - Lotus has a diverse workforce and
offices in almost all parts of India. It has a huge workforce and they work in
strengthening the brand name of the company. They plan to diversify the
company offices in various other locations in India to increase their presence. 
Currently, the company has distribution strength of eighty thousand outlets and
hopes to take them to one and a half lakhs. Another strategy is to open franchise
salons across the country.

High-Quality Products: - Their products are highly rated by consumers.

They have a very big customer base and they swear by the products brand value.
The company claims its products are paraben free and stick to their commitment
to the products being of the highest standard.

Aggressive and Integrated Marketing Strategy: - Lotus has a deep-

rooted base with various outlets presence in the small towns as well. Also, they
have developed a strong direct marketing campaign to advertise their products
through business to business and business to consumer strategy. 

Strong online presence: - The Company plans to up its online presence

through some effective SEO strategy as well. They plan to increase traffic which
will eventually lead to increased sales. Also, they plan to improve ranging on
various keywords like sun block cream, dry skin face wash, and herbal skin care
among others. 

Targeting small towns: - Lotus has expanded its base to the small towns by
targeting the mid segment men are grooming market. Deep penetration of the
small town market helps the brand to widen its base. 

Lotus Herbals Campaigns:-

Lotus has aired thousands of commercials for the Indian market. It has designed several
commercials for specific occasions like Mothers Day among others. It has raised social

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issues with their advertisements like the issue of abortion and so on. These advertisements
have over time reminded the viewers of the presence of the brand in the market.

It has recently launched its special brand for millennials and contemporary women. The
brand has begun to target specific advertisement campaigns for men as well and soon will
target children as well. Lotus brand stands for style and panache and maintains the challenge
among other rivals in the market.

Hume Quersi, an Indian actress is the face of Lotus Whiteglow which she promotes and
supports. Actress Shilpa Shetty has also campaigned for the brand.

Conclusion:-

Lotus Herbals is a globally recognized brand with skincare solutions that

everyone wants. Their products are easily and readily available in the market in beauty
stores, local stores, and company outlets. Their developmental and research strategies have
helped this brand to redesign and renovate their products. Their products are natural so it
appeals to every segment of the society. As they are increasing their online presence as well
this brand is sure to go far and beyond in the very near future.

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 VISION & MISSION OF LOTUS HERBAL

OUR VISION:-

Be a world-class organization – one that becomes a benchmark for other

organizations, its source for new ideas, information, professional development and
quality standards.

Become a company that impresses its customers the first time

Attain highest level of business efficiency with integrity and honesty.

Provide best quality at best prices to every client.

Contribute towards the growth and stability of India

India’s Lotus Herbals looking to acquire brand in the natural or organic space.

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OUR MISSION:-

Give our customers a competitive advantage through superior and high-quality

products and services at best prices.

Meet and exceed our customers’ expectations of service through timely

communications and quality information.

Achieve tangible benefits by promoting efficiencies, productivity and

professionalism.

Provide competitive prices and genuine products to our clients.

Create a climate for voluntary compliance by providing guidance and building
mutual trust.

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SPECIFIC INFORMATION OF THE INDUSTRY

1- Lotus Herbals launches Lotus Botanicals, a plant-based clean beauty

brand to enter fast-growing eCOM beauty market:-

New Delhi [India], March 9 (ANI/NewsVoir): The natural and organic beauty market has
never looked this attractive. It has witnessed a massive surge in recent years and is poised to
touch the USD 54 bn mark by 2027. Lotus - one of India's most respected beauty companies
- has entered this growing market with Lotus Botanicals' launch.

With a focused D2C strategy, the company plans to leverage the growing e-commerce
industry. Consumers will be able to order Lotus Botanicals range of skin and hair care
products only through Lotus Botanicals and other third-party eCom channels.

Speaking at the launch, Nitin Passi, Managing Director, Lotus Herbals, said, "With the
pandemic and the shift of attention towards all things safe and natural, Lotus Botanicals has
made it a mission; to create products that are a harmonious balance between nature and
science."

He further added, "We believe that beauty and nature have to co-exist. Wellness cannot
come at the cost of nature, and therefore all our products are formulated using potent plant
botanical extracts and are completely free of harmful chemicals. The packaging for this
brand is either completely recyclable or FSC certified." He also expressed his gratitude
towards the consumers, saying, "We are thankful to our consumers for the immense love
they have shown to our products."

The current product range of Lotus Botanicals comprises Vitamin C and 1st time in India,
Baking Soda for skincare and Ginger and Red Onion range for hair care products. With
some of the most reputed certifications, each product caters to specific skin and hair
concerns. The products are suitable for every skin and hair type as well.

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The entire range is free of paraben, silicone and sulphates. It is also cruelty-free and 100 per
cent vegan. For now, this brand is available on the website www.lotusbotanicals.com. Very
soon, the entire range will be available on many third-party e-com portals.

H.J. Kamal Passi founded Lotus Herbals in 1993 with the sole objective of creating
breakthrough formulations and providing the best that nature has to offer to everyone. Over
the years, Lotus has become one of the most trusted brands of natural cosmetic products.
The brand has been continuously evolving with the changing times and sensibilities and has
managed to carve a niche for itself in its consumers' hearts.

2- COMPANY CONTACT INFORMATION:-

Lotus Herbals Limited

Lotus Herbals India Contact Information, Corporate Office, Email ID including headquarters
address, office phone number, customer support helpline number and email id is available
here with company bio data, network presence, as well as service locations. If you are
looking for the profile like foundation year, founder, office locations, parent company, etc.
So, from below, you can get all that including contact details of Lotus Herbals in India.

About Lotus Herbals

Lotus Herbals Limited is an India based Health and Personal Care providing company. The
company was founded in 1993, has main office as head office in New Delhi. Lotus Herbals
Limited is one of the largest   Health and Personal Care companies in India. It is one of the
famous names, providing manufactures and sells cosmetics for skin care, hair care, sun care
and make-up products in India. Lotus Herbals Limited provides shampoo, conditioner,
moisturizers, enhancers, exfoliates, correctors, body lotion, polisher, lip care etc. Below, you
can check all types of contact details of Lotus Herbals India Company.

Lotus Herbals India Company Profile

Company Full Name: Lotus Herbals Pvt. Ltd.
Type: Private
Industry: Health and Personal care
Founded Year: 1993
Founder: Mr. Kamal Passi
Headquarters: New Delhi
Key People: NA
Parent Company: Lotus Group
Subsidiaries: NA

30 | P a g e
How to find Lotus Herbals India Contact Information

The company has millions of customers and they always try to find Lotus Herbals India
contact details including office address, customer care, and social pages on the internet.
Sometimes, customers face several types of issue with products and also want to contact for
general queries. But, they don’t know how to find Lotus Herbals for customer support, as
well as how to reach Lotus Herbals India customer care.

Important Lotus Herbals India Contact Information

Here, you can find customer care number of Lotus Herbals, main office address of Lotus
Herbals, main phone number of Lotus Herbals, fax number, main email of Lotus Herbals, as
well as social accounts of Lotus Herbals like Facebook, Twitter, Instagram and YouTube.

Lotus Herbals Customer

Care Number +91-9311252211

Lotus Herbals Customer

Support Email care@lotusherbals.com

Lotus Herbals Customer No.2 Forest Lane, Near Ghitorni Metro Station, Sultanpur, M.G Road,
Care Office Address Delhi 110030, India

Facebook Account www.facebook.com/LotusHerbals

Twitter Account https://twitter.com/lotusherbals  

Instagram Account www.instagram.com/lotus_herbals

YouTube Channel www.youtube.com/channel/UCe577deySlH91qeE6nJAYUg

Official Website www.lotusherbals.com

Note: Some numbers provided above may be non toll free number, so please verify call
charges from your operator before call.

Lotus Herbals Main Office Locations in India

Through the information of Lotus Herbals offices, you can get much more support after
customer care department. Here, you can check headquarters address of Lotus Herbals India,

31 | P a g e
phone no of Lotus Herbals corporate office India, as well as Lotus Herbals India office
locations.

Lotus Herbals India Corporate Office Contact Details

 Lotus Herbals Corporate Office Address: No.2 Forest Lane, Near Ghitorni Metro
Station, Sultanpur, M.G Road, Delhi 110030, India
 Lotus Herbals Corporate Office Phone Number: +91-9311252211
 Lotus Herbals Corporate Office Fax Number: NA
 Lotus Herbals Corporate Office Email ID: care@lotusherbals.com

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 PRODUCT PROFILE

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 PRODUCTS PROFILE

Lotus Herbals Pure Radiance Natural Compact SPF 15

 
 
 
 
 
 

Lotus Herbals Ecostay Eye Shadow

 
 
 
 
 
 
 
 

Lotus Herbals Ecostay Lip Colour

 

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 Lotus Herbals Ecostay Volumising Mascara
 
 
 
 

 
 
Lotus Herbals Ecostay Compact Spf-20
 
 
 
 
 

Lotus Herbals Seduction Lip Contour Definer

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 Lotus Herbals white Glow Day & Night Pack

Lotus Herbals Baby Sunshine care Combo

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 PROEDIT SILK TOUCH GLOW STOBE CREAM SC2 PINK

REDIANT GOLD Cellular Glow Salon Grade Facial Kit

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 Pro Edit lip plumper + gloss – Magical Mauve

Lotus Herbals YouthRX Perfect Summer Day Out Combo

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 OBJECTIVE OF THE STUDY

To identify the image of Lotus in the mind of consumers. 

Customer satisfaction Level of Lotus Herbal Products.
To have a conceptual knowledge about organization.
To explore the factors that enhances customer satisfaction.
Identify the factors which are considered by the customers in purchasing the lotus herbal
products.

REVIEW OF LITERATURE

39 | P a g e
Definitions of customer satisfaction have been widely discussed from the view of many

researchers and organizations who increasingly desire to measure it.

 A group of researchers of the Center for the Study of Social Policy (2007) conceptualize

that satisfaction is based on the customer’s experience of both contact with the organization

(the moment of truth) and personal outcomes. According to these researchers, satisfaction

can be experienced in a variety of situations and connected to both goods and services. To

another extent, these researchers defined satisfactions as a “highly personal assessment”

that is greatly influenced by “individual expectations”.

This definition views “individual” element as powerful force to create satisfaction.

Likewise, many researchers (Oliver, 1981; Brady and Robertson, 200114) conceptualize

customer satisfaction as an individual’s feeling of pleasure or disappointment resulting

from comparing a product’s perceived performance (or outcome) in relation to his or her

expectations.

 Whereas, Building et al., (1993) and Yi and La (2004) conclude satisfaction into two

general conceptualizations: transaction-specific satisfaction and cumulative satisfaction.

Transaction-specific satisfaction is a customer’s evaluation of his or her experience and

reactions to a particular service encounter (Cronin and Taylor, 1992; Bosh off and Gray,

2004). Cumulative satisfaction refers to the customer’s overall evaluation of the

consumption experience to date (Jones and Suh 2000).

Several studies have shown that it costs about five times to gain a new customer as it does to

keep an existing customer (Naumann, 1995) and these results into more interest in customer

40 | P a g e
relationships. Thus, several companies are adopting customer satisfaction as their

operational goal with a carefully designed framework. Hill and Alexander (2000) wrote in

their book that “companies now have big investment in database marketing, relationship

management and customer planning to move closer to their customers”. Jones and Sasser

(1995) wrote that “achieving customer satisfaction is the main goal for most service firms

today”

Increasing customer satisfaction has been shown to directly affect companies’ market share,

which leads to improved profits, positive recommendation, lower marketing expenditures

and greatly impact the corporate image and survival.

41 | P a g e
 RESEARCH METHODLOGY

Research is a common parlance which refers to search for knowledge. It is

a procedure of logical and systematic application of the fundamentals of science to

the general and overall questions of a study and scientific technique, which

provide precise tools, specific procedures, and technical rather philosophical means

for getting and ordering the data prior to their logical analysis and manipulating

different type of research designs is available depending upon the nature of research

project, availability of manpower and circumstances.

RESEARCH: -
Research in common parlance refers to a search for knowledge. One can
also define research as a scientific and systematic search for pertinent information on a
specific topic.
The topic of my research was to CUSTOMER SATISFACTION TOWARDS LOTUS
HERBALS 

RESEARCH DESIGN:- 

A research design is the arrangement of conditions for collection and

analysis of data in a manner that aims to combine relevance to the research purpose

with economy in procedure. In fact, the research design is the conceptual structure

within which research is conducted. This research was descriptive in nature 

DESCRIPTIVE RESEARCH:- 

The research undertaken was a descriptive research as it was concerned with

specific predictions, with narration of facts and characteristics concerning Lotus. 

42 | P a g e
 SAMPLING DESIGN:-

The following factors have been decided within the scope of sample design: 

UNIVERSE OF STUDY: Universe of the study means all the customers of Cosmetic
Product in Gorakhpur. 

SAMPLE AREA: - Gorakhpur city, Kaudiram.

SAMPLE SIZE: - A sample of minimum respondents will be selected from Gorakhpur.

An effort was made to select respondents evenly. The survey was carried out on 100
respondents. Out of which only 60 people are interested in using product of Lotus herbals.

SAMPLING TECHNIQUE: - For the purpose of research convenient

sampling technique was used. 

DATA SOURCE:-

There were two types of data sources used in this research.

These were

PRIMARY DATA:-

 I collected the primary data by getting the questionnaire filled by respondent and

through the help of social media. Respondent were the some of my family members

and friends who use the lotus cosmetics.

SECONDARY DATA:-

Secondary data is the data collected from already been use or published

information like journals, and websites etc .In this research project, secondary source

used were various journals, and website of various online journals. 

The secondary data obtained from the following:-

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 Internet

Lotus Wikipedia

News paper

TOOLS OF PRESENTATION: -

It means what all tools are used to present the data in a meaningful way so that

it becomes easily understandable. In this research tables and graphs were used

for presenting the data. 

STATISTICAL TOOLS TO BE USED:- A structured questionnaires is used  to

collect the data and data will be analyzed with the help of percentage table, 

respective graph, bar graph and pie charts.

RESEARCH METHODOLOGY:-

Research Methodology is a way to systematically solve the research problem. It may be

understood as a science of studying how research is done scientifically. To do my study I
have adopted exploratory research design.

Research Design :    Exploratory

Data Source : Primary & Secondary data
Research Instrument : Questionnaire
Sample size :         100 respondents
Sampling Area : Gorakhpur
Sampling procedure :      Non probability (convenience)

PROBLRMS AND LIMITATIONS

44 | P a g e
 Statement of Problem:-

An investigation on customer conduct is turning into an inexorably

significant viewpoint in an association. The shopper conduct may legitimately

influence the showcasing methodology of the maker. A firm can fulfill their

necessities just on the off chance that they comprehend their clients appropriately.

The acknowledgment of shopper conduct is the way to advertising achievement. The

examination further endeavors to comprehend the conduct of females and promoting

blend of the suppliers. The showcasing capability of any item depends on customer

buying conduct. The conduct of females and the advertising possibilities expect a

more noteworthy significance in the brains of makers, advertisers, Government

offices and academicians as there is colossal changes occurring in the style, way of

life, and expectation for everyday comforts and in the pace of proficiency. The

innovation advancement has likewise realized an ocean change in the brains of

buyers. In this setting the longing of female buyers to stay wonderful and alluring

appears to be significant, as each lady wish to be valued and appreciated. It is

accepted that, the utilization of beautifying agents assists with building certainty at

home, work place and advances a feeling of enthusiastic prosperity in ladies. The

beauty care products are turning into an undeniably basic thing for each lady in

everyday life. Studies show that in excess of 60 percent of individuals care much

about their magnificence and about the restorative items they purchase. Restorative

items are being utilized by a larger part of individuals in Gorakhpur and it has

become some portion of their life.  The current examination attempts to look at the

different explanations behind the acquisition of beautifying agents, the special

45 | P a g e
 purchasing propensities for customers for the chose corrective makers, the purposes

behind the utilization of beautifiers and their degree of fulfillment in the utilization of

beauty care products. In this setting the investigation is critical and pertinent. 

LIMITATIONS:-

The study is limited to the Gorakhpur. So the study is subject to the

limitation of area. 

The time period of the study was limited which may provide a

deceptive picture in comparison of the study based on long run. 

Sampling size was of only 100, because only these people had attended

soft skill development training.  

The study is based only on secondary & primary data so lack of

keen observations and interactions were also the limiting factors in the

proper conclusion of the study. 

An underlying assumption for the entire project is that the details and the 

feedback received from the population is true. 

It was difficult to find respondents as they were busy in their schedule,

and collection of data was very difficult. Therefore, the study had to be

carried out based on the availability of respondents. 

Some of the respondents were not ready to fill the questionnaires and some

of them were not ready to come out openly.

DATA ANALYSIS & INTERPRETTION

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1. Do you purchase lotus herbals products?

Response no. of respondents percentage

yes 52 52
no 48 48
total 100 100

INTERPRETATION 

From the sample data it is found that, 52% customers purchase lotus herbals and 48%
customers purchase other brands.

2.  How frequently you use the lotus products. 

frequenc Respondents percentage

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 y

daily 48 48

weekly 31 31

monthly 21 21

total 100 100

Monthly, 21%

Daily, 48%

Weekly, 31%

INTERPRETATION:-

From the sample data it is found that, 48% customers use lotus products daily, 31% weekly
& 21% customers use monthly.

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 3. Factors that influence the customers for purchasing Lotus products.

factors Respondents percentage

quality 45 45
availability 30 30
Brand name 25 25
total 100 100

Brand name,
25% Quality, 45%

Availability,
30%

INTERPRETATION:-

From the sample data it is found that, 45% customers gives importance to quality of the
products, 30% gives importance to availability & 25% influence by the brand name.

4. Where did you search information about lotus products?

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 Factors respondents percentage
News paper 30 30
television 50 50
Others 20 20
Total 100 100

20%
others
30%
news paper

50%
television

INTERPRETATION:-

From the sample data it is find that, 62% customers get information about the products from
shops, 15% from newspapers, 3% from radio & 20% from other sources.

5. Did you are satisfied with the price of Lotus products.

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 Response respondents percentage
Yes 80 80
No 20 20
Total 100 100

80%

80%
70%
60%
50%
40%
30% 20%

20%
10%
0%
YES NO

INTERPRETATION:-

From the sample data it is found that, 80% customers are satisfied and 20% of customers are
not satisfied with the price of Lotus products.

6. From where do you purchase your product.

Response No. of respondents percentage

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 Online 30 30
Retail store 40 40
Distribution outlet 30 30
Total 100 100

online
30%
distribution outlet
30%

retail store
40%

INTERPRETATION:-

From the sample data it is find that 30% of people purchase lotus products online,30% from
distribution outlet and 40% from retail store.

7. Customer who are satisfied by the Lotus products.

response no. of respondents percentage

yes 72 72
no 28 28
total 100 100

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 80% 72%

70%

60%

50%

40% 28%

30%

20%

10%

0%
Yes No

INTERPRETATION:-

From the sample data it is find that, 72% are satisfied by the Lotus products & 28% are not
satisfied.

8. Important factors that are consider by the customers while purchasing the product.

factors respondents percentage

price 62 62
packaging 5 5
quality 8 8
availability 25 25

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 total 100 10

Packaging, 5%
Quality, 8%

Availability,
Price, 62%
25%

INTERPRETATION:-

From the sample data it is find that, 62% customers consider about price, 25% consider
about availability, 8% about quality & 5% consider about packaging while purchasing Lotus
products.

9. Which company’s Fairness cream are you using?

Table showing that cosmetics of which company are most used.

PARTICULARS FREQUENCY PERCENTAGE
Himalaya 20 20%
Lotus 60 60%
Lakme 15 15%
Olay 05 5%
Total 100 100

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 Himalaya Lotus Lakme Olay

5%
20%
15%

60%

INTERPRETATION:-

Out of the 100% population only 20% Respondents are using Himalaya.
Out of 100%of population only 60% of Respondents are using Lotus.
Out of 100% of population only 15% of the Respondents are using Lakme.
Out of 100% of population only 5% of the Respondents are using Olay.

10. Which product are you using most often in a month?

Table showing that which product is being used most often in a month.

PARTICULARS FREQUENCY PERCENTAGE

Hair Care Products 12 12%
Skin Care Products 78 20%
Body Care Products 10 10%
Total 100 100%

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 Body Care Hair Care Products
Products 10% 12%

Skin Care Products

78%

INTERPRETATION:-

12% of the Respondents use hair products on monthly basis.

78% of the Respondents use skin care products on the monthly basis.
10 % of the Respondents use body care products.

11. Do you think that your product provides you with an option of healthy and
long lasting harmless?

Table showing the number of people who think that think that their product
provides them with an option of healthy and long lasting harmless Makeup

particulars Frequency PERCENTAGE

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Yes 58 58%
No 20 20%
May be 17 17%
Not sure 5 5%

YesNoMay beNot sure

5%

17%

58%
20%

INTERPRETATION:-
58% of the people trust their brand when it comes to healthy makeup.
20% of the people do not trust their brand when it comes to healthy
makeup, but because results use it.
17% of the people think that not all of the products of their brand is healthy.
5% of the people are not at all sure of the healthiness of their products.

12. What is the reason that motivates you to use the Fairness cream of a particular
company?

Table showing the reasons that motivates the respondents to buy particular product.

PARTICULARS FREQUENCY PERCENTAGE

Economical 35 35%
Trendsetter 20 20%

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Measurable results 28 28%
Easily available 17 17%
Total 100 100

Easily available 17%

1717%

Economical 35%
35%

Measurable results 28%

Trendsetter 20%
20%

INTERPRETATION:-

35 respondents out of 100 respondents find their cosmetics to be economical.

20 respondents out of 100 respondents find their cosmetics to be trend setter.
28 respondents out of 100 respondents find their cosmetics to
show measurable results.
17 respondents out of 100 respondents find their cosmetics to be
easily available.
13. Approximately how much do you spend in the buying of cosmetics?

Table showing that how much the respondents invest in the buying

cosmetics.

PARTICULARS FREQUENCY PERCENTAGE

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 Below Rs. 500 68 68%
Rs. 500 – Rs. 1000 12 12%
Rs. 1000- Rs. 2000 14 14%
Rs. 2000 and above 6 6%

Rs. 500
More than Rs. 2000 Rs. 500- Rs. 1000
Rs 1000- Rs. 2000

INTERPRETATION:-

68 respondents out of 100 respondents spend below Rs . 500 in cosmetics.

12 respondents out of 100 respondents spend Rs. 500- Rs. 1000 in cosmetics.
14 respondents out of 100 respondents spend Rs. 1000 – Rs.
2000 in cosmetics.
6 respondents out of 100 respondents spend more than Rs. 2000 in cosmetics.

14. Do you find your cosmetic products economical?

Table showing that how many respondents find their cosmetics to be economical.

PARTICULARS FREQUENCY PERCENTAGE

YES 49 49%
NO 30 30%

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 MAY BE 11 11%
NOT SURE 10 10%

yes
no may be
not sure

INTERPRETATION:-

49 respondents out of 100 respondents believe that their cosmetics

are economical.
30 respondents out of 100 respondents believe that their cosmetics
are not economical.
11 respondents out of 100 respondents say that not all the products
are economical.
10 respondents out of 100 respondents are not at all sure of
economic reliability of their cosmetics.
15. If you are being asked to choose amongst one of the best product that you use, what
would that be?

Table showing the best cosmetic product of the respondents of their brand.

PARTICULARS FREQUENCY PERCENTAGE

FAIRNESS CREAM 59 59%

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 HAIR BOUNCERS 15 15%
CREME
MOISTURIZERS 9 9%
LIP GLOSS 17 17%

 Fairness
cream

 hair
bouncers
crème

 lip gloss

moisturizers

INTERPRETATION:-

59 respondents out of 100 respondents found sunscreen lotion to be the

best product.
15 respondents out of 100 respondents found hair bouncers crème to be
the best product.
9 respondents out of 100 respondents found moisturizers to be the
best product.
17 respondents out of 100 respondents found lip gloss to be the best product.
16. What services of your favorite company you appreciate the most?

Table showing the most appreciated service provided by their favorite company.

PARTICULARS FREQUENCY PERCENTAGE

STEAM BATH 32 32%
MANICURE / 14 14%

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 PEDICURE
FACIAL/ MASSAGE 44 44%
HAIR SERVICES( 20 20%
rebounding etc)

steam bath32%
Category 2 hair sevicing
facial/ massgae

INTERPRETATION:-

32 respondents out of 100 respondents like steam bath service.

14 respondents out of 100 respondents like manicure/pedicure.
44 respondents out of 100 respondents like facial/ massage.
20 respondents out of 100 respondents like hair services.

17. In which cosmetics of Lotus do you invest your money more?

Table showing the Lotus cosmetic in which the maximum investment is

done by respondents.

PARTICULARS FREQUENCY PERCENTAGE

SUNSCREEN LOTION 34 56.66%

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 HAIR BOUNCERS 9 15%
CREME
MOISTURIZERS 5 8.33%
LIP GLOSS 12 20%

hair bouncer cream15%

sun screen lotion56.66%
8.33%moistur
lip gloss20%

INTERPRETATION:-
34 respondents out of the total 60 Lotus respondents spend maximum
money in sunscreen lotion.
9 respondents out of the total 60 respondents spend maximum money in
hair bouncer’s crème.
5 respondents out of the total 60 Lotus respondents spend maximum
money in moisturizers.
12 respondents out of the total 60 respondents spend their maximum
money in lip gloss.
18. What is your level of information on Lotus as a brand?

Table showing the level of information of respondents on Lotus as a brand.

PARTICULARS FREQUENCY PARTICULARS

EXCELLENT 14 23.33%
GOOD 28 46.66%
MODERATE 10 16.66%
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BAD 8 13.33%

Good46.66%
Excellent23.33%
13.33% Moderate16.66%
16.66% 46.66% Bad13.33%

INTERPRETATION:-

14 respondents out of 60 Lotus respondents had excellent knowledge

about Lotus as a brand.
28 respondents out of 60 Lotus respondents had good knowledge about
Lotus as a brand.
10 respondents out of 60 Lotus respondents had moderate knowledge
about Lotus as a brand.
8 respondents out of total 60 respondents had bad knowledge about
Lotus as a brand.

19. What is the purpose for which you buy Lotus products?

Table showing the purpose for which the respondents buy the Lotus products

PARTICULARS FREQUENCY PERCENTAGE

SKIN PROTECTION 17 28.33%
LONG AND STRONG 13 21.66%
HAIR
GLOW AND ACNE 10 16.66%
FREE SKIN

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 MAKE UP 20 33.33%

make up
skin products
long strong hair
l glow, acne free

INTERPRETATION:-
17 respondents out of total 60 Lotus respondents buy Lotus skin
protection products.
13 respondents out of total 60 respondents buy Lotus products for long
and strong hair.
10 respondents out of total 60 respondents buy Lotus products for glow.
20 respondents out of total 60 respondents buy Lotus products for makeup.

20. Rating the products offered by Lotus as:

Table showing the rating of the Lotus products by its users.

PARTICULARS FREQUENCY PERCENTAGE

EXCELLENT 18 30%

GOOD 28 46.66%

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 MODERATE 14 23.33%

POOR 0 0%

1
2
3

1: excellent

2: good

3: moderate

INTERPRETATION:-

18 respondents out of total 60 Lotus respondents rate Lotus

products as excellent.
28 respondents out of total 60 respondents rate Lotus products as good.
14 respondents out of total 60 lkame respondents rate Lotus as moderate.
None of the respondents rate Lotus products as poor.

21. Are you satisfied with the beauty services offered by Lotus saloons?

Table showing the satisfaction level of the Lotus respondents with respect to the
saloons services provided by it.

PARTICULARS FREQUENCY PERCENTAGE

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 YES 48 80%
NO 12 20%

1
22

1.80% depicts yes.

2.20% depicts no.

INTERPRETATION:-

48 respondents out of 60 respondents are satisfied with the services

provided by the saloons of Lotus.
12 respondents out of 60 respondents are not satisfied with the
services provided by the saloons of Lotus
22. Is the site www.Lotusindia.com site useful to you?

Table showing if site www.Lotusindia.com site useful.

PARTICULARS FREQUENCY PERCENTAGE

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 YES 42 70%
NO 18 30%

1
2

1. Depicts yes (70%)

2. Depicts no (30%)

INTERPRETATION:-

42 respondents out of 60 respondents found site useful.

18 respondents out 0f 60 respondents did not found site useful.

23. Approximately how much do you invest on Lotus products monthly?

Table showing that how much the respondents spend in Lotus products.

PARTICULARS FREQUENCY PERCENTAGE

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 Below Rs. 500 40 66.66%
Rs. 500-Rs. 1000 8 13.33%
Rs. 100-Rs. 2000 8 13.33%
Above Rs. 2000 4 6.66%

1
2
3
4

1. Depicts money below Rs. 500.

2. Depicts money between Rs. 500-Rs. 1000.

3. Depicts money between Rs. 1000- Rs. 2000.

4. Depicts money between Rs 2000 and above.

INTERPRETATION:-

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40 respondents out of 60 Lotus respondents spend below Rs 500.

8 respondents out of 60 Lotus respondents spend between Rs 500-Rs. 1000.

8 respondents out of 60 respondents spend between Rs. 1000- Rs. 2000.

4 respondents out of 60 respondents spend between Rs. 2000 and above.

24. Would you continue to buy Lotus products even if its price rises by say upto
15%?

Table showing if the respondents will use the Lotus product even if the price
rises by 15%

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PARTICULARS FREQUENCY PERCENTAGE
YES 39 65%
NO 21 35%

1.YES
2. NO

1. Depicts yes. (65%)

2. Depicts no. (35%)

INTERPRETATION:-

39 respondents out of 60 respondents will continue using Lotus.

21 respondents out of 60 respondents will stop using Lotus if price will rise.

FINDING

Lotus is the clear market leader across all age groups and income levels.

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 Majority of the respondents i.e. 60 respondents out of total 100 respondents are
using Lotus products. With Himalaya in the second number having 20 regular
customers of it. 15 respondents are using Lakme and only 5 are using Olay
cosmetics. This shows that Lotus has more number of women using it.

The dissertation shows that maximum number of the respondents are using make up
products of their brand like mascara, eyeliner, foundation, face powder, blushers etc.
next the eopleare investing maximum in skin care products.

58 respondents trust their brand of cosmetics when it comes to healthy

make up. 20 respondents do not find their cosmetics to be healthy in the

sense that the brand uses more of chemicals in its compositions.

35 respondents use their cosmetic products because they are economical in nature,
while a major portion of the bulk buys the products of a brand because they show
measurable results
68 respondents spend below Rs. 500 on their cosmetics. However there are

many people i.e. 14 who spend Rs. 1000- Rs. 2000 in cosmetics.

49 respondents out of 100 respondents find their cosmetic brand to be

economical in nature.

59 respondents out of total of 100 respondents find sunscreen lotion to be

the best product of their cosmetic brand. While 17 out of them find lip

gloss to be the best part of its brand.

44 people appreciate the facial and massage services provided by their

favorite cosmetic company. 32 out of 100 users find steam bath to be very

appreciative.

20 respondents out of 60 users, who use only Lotus products, use Lotus
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 products because they show measurable results. While 18 out of 60 uses

it because Lotus is very economical in nature.

34 respondents out of 60 users of Lotus products use the sunscreen lotion

the maximum times, the next product being lip gloss.

28 respondents have a very good knowledge about Lotus as a brand.

20 respondents out of 60 respondents use Lotus’s makeup products,

while 17 respondents use Lotus products of skin protection.

28 respondents found Lotus to be good, 18 found it to be an excellent

product, 14 respondents, moderately likes the products of Lotus.

48 respondents are satisfied with the services provided by GARNIER.

53 respondents are satisfied with the products of Lotus.

SUGGESTIONS/RECOMMENDATION

Company should come up with its branch in Gorakhpur. With the objective

and goals to meet the demands & expectations of the public. Because the entrance

of private players will increase the competition and it would be a tough task to

73 | P a g e
secure a good position in market.

The company should also try to keep a close eye towards its competitors.
Hindustan Unilever is the major competitor of Lotus Herbal Product (from
company insights), and the recent changes that Hindustan Unilever has bought has
helped them to earn a good name as well as a good profit in the last quarter. But
Lotus Herbal Product has not done anything In this regard and they are still
following the same policies which they have been using. Thus there is a need to do
certain alteration in the policies of the company.

There is a lot to be done by the company in the field of Quality. Even

though it’s a new firm in the consumer market segment and it also claims that it
provides a good service to the consumer. But the truth is a bit different from what
it should have been. The company’s service policy is weak and it is also a bit
inefficient. Once the customer place the service order on the phone it should be
considered done, but

The company is about to launch their New Herbal Product in the market.
Thus the company should try to remove the previous fallacies in their operations
which they have been practicing in the past.

CONCLUSION

After conducting the research, Researcher found that there are two categories of retailers &

Dealer. The first one is of those retailers, which just want to increase their assets, for them

the sale doesn’t matter according to them they can only increase the sale if the company will

invest in them or in their shops. These types of retailers will only work for the company,

74 | P a g e
which invest in them hugely. And if at any moment they found company has lost or lowered

their interest in them they will again shift to other major player. Other kinds of retailers are

those who are more bothered about working hard and build their reputation in the market.

These types of retailers & Dealer are using the merchandising assets to their optimum level.

People in general have been impressed by the marketing and advertising campaigns of

insurance companies. A high penetration of print, radio and Television ad campaigns over

the years is beginning to have its impact now. Another heartening trend was in terms of

people viewing insurance as a tax saving and investment instrument as much as a protective

one. A very high number of respondents have opted for insurance for such purposes and it

shows how insurance companies have been successful to attract public money in recent

times. There is a requirement of the company professionals to visit these retailers & Dealers

continuously. So, that they can understand the market and suggest changes accordingly.

Despite of this, salesman and other company professionals who visit these retailers must not

do the false promises. Due to this retailers & Dealer lose their confidence in the company.

APPENDIX

QUESTIONNAIR

Name:

Gender: Male Female

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1. Which company’s cosmetics are you using?

□ Himalaya

□ Lotus

□ Lakme

□ Olay

2. Which product are you using most often in a month?

□ HAIR CARE PRODUCTS

□ SKIN CARE PRODUCTS

□ BODY CARE PRODUCTS

□ MAKE UP

3. Do you think that your product provides you with an option of healthy and long lasting
harmless?

□ Yes

□ No

□ May be

□ Not sure

4. What is the reason that motivates you to use the products of a particular company?

□ ECONOMICAL

□ TRENDSETTER

□ MEASURABLE RESULTS

□ EASILY AVAILABLE

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5. Approximately how much do you spend in the buying of cosmetics?

□ Below Rs. 500

□ Rs. 500 – Rs. 1000

□ Rs. 1000- Rs. 2000

□ Rs. 2000 and above

6. Do you find your cosmetic products economical?

□ YES

□ NO

□ MAY BE

□ NOT SURE

7. If you are being asked to choose amongst one of the best product that you use, what
would that be?

□ SUNSCREEN LOTION

□ HAIR BOUNCERS CRÈME

□ MOISTURIZERS

□ LIP GLOSS

8. What services of your favorite company you appreciate the most?

□ STEAM BATH

□ MANICURE / PEDICURE

□ FACIAL/ MASSAGE

□ HAIR SERVICES (rebounding etc)

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9. What motivates you to buy Lotus products?

□ MEASURABLE RESULTS

□ ECONOMICAL

□ EASILY AVAILABLE

□ TREND SETTER

10. In which cosmetics of Lotus do you invest your money more?

□ SUNSCREEN LOTION

□ HAIR BOUNCERS CREME

□ MOISTURIZERS

□ LIP GLOSS

11. What is your level of information on Lotus as a brand?

□ EXCELLENT

□ GOOD

□ MODERATE

□ BAD

12. What is the purpose for which you buy Lotus products?

□ SKIN PROTECTION

□ LONG AND STRONG HAIR

□ GLOW AND ACNE FREE SKIN

□ MAKE UP

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13. Rating the products offered by Lotus as:

□ EXCELLENT

□ GOOD

□ MODERATE

□ POOR

14. Are you satisfied with the beauty services offered by Lotus saloons?

□ YES

□ NO

15. Are you satisfied with the products offered by the company?

□ YES

□ NO

16. Is the site www.Lotusindia.com site useful to you?

□ YES

□ NO

17. Approximately how much do you invest on Lotus products monthly?

□ below Rs. 500

□ Rs. 500-Rs. 1000

□ Rs. 100-Rs. 2000

□ above Rs. 2000

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18. Do you think that Lotus is a leader in a cosmetic industry?

□ YES

□ NO

19. Would you continue to buy Lotus products even if its price rises by say up to 15%?

□ YES

□ NO

BIBILIOGRAPHY
REFERENCES:-
Ackerman, D. and Gerard J. Tellis, (2001) “Can culture affect price? A cross-
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Hofstede, G. (1980) Culture’s Consequences. CA: Sage Publications.

Hofstede, Geert, (1984) “Cultural dimensions in management and

80 | P a g e
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Hofstede, Geert, (1984) “Cultural dimensions in management and

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Kale, Sudhir and Jawn Barnes, (1992) “Understanding the domain of

cross- national buyer-seller interactions,” Journal of International Business

Studies, 23, 101-132.

Kotler, P. (1997) Marketing management: analysis, planning,

implementation, and control, London: Prentice Hall.

Mooij, D. (2004) Consumer Behavior and Culture: Consequences for Global

Marketing and Advertising, Thousand Oaks, CA: Sage Publications
Schiffman, L. G and Kanuk, L. Leslie. (1994) Consumer behavior, NJ:

Prentice Hall.

Solomon, M. R. (1996) Consumer Behavior, Englewood Cliffs, NJ: Prentice Hall.

Usunier, J. C. (2000) Marketing across cultures, London: Prentice Hall.
D. Jerome Williams, Sang-Lin Han and William J. Qualls, (1998) “A

Conceptual Model of Study of Cross-Cultural Business Relationships,”

Journal of Business Research.

WEBSITES

www.google.com
www.wikipedia.com
www.lotusherbal.com
www.googlesearchengine.com
www.customersatisfaction.com
www.sodhganga.com

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 www.scribe.com
www.slideshare.in
www.googlescholar.com

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