“A STUDY ON CONSUMER SATISFACTION TOWARDS

PUBLIC DISTRIBUTION SYSTEM WITH SPECIAL

REFERENCE TO MANAKALAPADY LOCALITY”

Project Report submitted to

UNIVERSITY OF CALICUT

In partial fulfillment of the requirement for the award of the degree of

BACHELOR OF COMMERCE
Submitted by

ILHAM SAINUDHEEN

(CCASBCM091)

Under the supervision of

Asst.Prof. ASLAM. P. S

DEPARTMENT OF COMMERCE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

MARCH 2021

1
 CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

UNIVERSITY OF CALICUT

DEPARTMENT OF COMMERCE

CERTIFICATE

This is to certify that the project report entitled “A STUDY ON CONSUMER

SATISFACTION TOWARDS PUBLIC DISTRIBUTION SYSTEM WITH
SPECIAL REFERENCE TO MANAKALAPADY LOCALITY” is a bonafide
record of project done by ILHAM SAINUDHEEN, Reg. No. CCASBCM091,
under my guidance and supervision in partial fulfillment of the requirement for the
award of the degree of BACHELOR OF COMMERCE and it has not previously
formed the basis for any Degree, Diploma and Associateship or Fellowship.

Prof. K.J.JOSEPH Asst. Prof. ASLAM P. S

Co-ordinator Project Guide

2
 DECLARATION

I, ILHAM SAINUDHEEN, hereby declare that the project work entitled

“A STUDY ON CONSUMER SATISFACTION TOWARDS PUBLIC
DISTRIBUTION SYSTEM WITH SPECIAL REFERENCE TO
MANAKALAPADY LOCALITY” is a record of independent and bonafide
project work carried out by me under the supervision and guidance of Mr.
ASLAM. P.S, Assistant Professor, Department of Commerce and management
studies, Christ College, Irinjalakuda.

The information and data given in the report is authentic to the best of my
knowledge. The report has not been previously submitted for the award of any
Degree, Diploma, Associateship or other similar title of any other university or
institute.

Place: Irinjalakuda ILHAM SAINUDHEEN

Date: CCASBCM091

3
 ACKNOWLEDGEMENT

I would like to take the opportunity to express my sincere gratitude to all people
who have helped me with sound advice and able guidance.

Above all, I express my eternal gratitude to the Lord Almighty under whose
divine guidance; I have been able to complete this work successfully.

I would like to express my sincere gratitude to Rev. Dr. Jolly Andrews, Principal-
in-Charge, Christ college Irinjalakuda for providing various facilities.

I am thankful to Prof. K. J. Joseph, Co-ordinator of B. Com (Finance), for

providing proper help and encouragement in the preparation of this report.

I am thankful to Asst. Prof. Lipinraj K, Class teacher for her cordial support,
valuable information and guidance, which helped me in completing this task
through various stages.

I express my sincere gratitude to Asst. Prof. Aslam. P. S., whose guidance and
support throughout the training period helped me to complete this work
successfully.

I would like to express my gratitude to all the faculties of the department for their
interest and cooperation in this regard.

I extend my hearty gratitude to the librarian and other library staffs of my college
for their wholehearted cooperation.

I express my sincere thanks to my friends and family for their support in

completing this report successfully.

4
 TABLE OF CONTENTS

CHAPTER NO. CONTENTS PAGE NO.

LIST OF TABLES
LIST OF FIGURES
CHAPTER 1 INTRODUCTION 1-4
CHAPTER 2 REVIEW OF 5-7
LITERATURE
CHAPTER 3 THEORETICAL 8-14
FRAMEWORK
CHAPTER 4 DATA ANALYSIS 15-33
AND
INTERPRETATION
CHAPTER 5 FINDINGS, 34-35
SUGGESTIONS&
CONCLUSION
BIBLIOGRAPHY
APPENDIX

5
 LIST OF TABLES

TABLE NO. TITLE PAGE NO.

4.1 Gender of the respondents 15
4.2 Education qualification of the 16
respondents
4.3 Occupation of the respondents 17
4.4 Income of the respondents 18
4.5 Kinds of card holders 19
4.6 Products frequently purchased by 20
the respondents

4.7 Response towards getting full 21

quota of items
4.8 Price of the product in PDS 22
4.9 Period of buying products in PDS 23
4.10 Time of drawing the ration 24
4.11 Frequency of malpractices 25
happening the PDS
4.12 Response of getting receipt from 26
the PDS
4.13 Response towards short quantity 27
supply
4.14 Response towards Poor quality 28
4.15 Response towards Availability of 29
products
4.16 Response towards Distributing of 30
old stock

6
 4.17 Response towards Unavailability 31
of measuring device
4.18 Satisfaction towards PDS 32-33

LIST OF FIGURE

FIGURE NO. TITLE PAGE NO.

4.1 Gender of the 15
respondents
4.2 Education qualification 16
of the respondents
4.3 Occupation of the 17
respondents
4.4 Income of the 18
respondents
4.5 Kinds of card holders 19
4.6 Products frequently 20
purchased by the
respondents
4.7 Response towards 21
getting full quota of
items
4.8 Price of the product in 22
PDS
4.9 Period of buying 23
products in PDS
4.10 Time of drawing the 24
ration
4.11 Frequency of 25

7
 malpractices happening
in PDS
4.12 Response of getting 26
receipt from the PDS
4.13 Response towards short 27
quantity supply of goods
4.14 Response towards Poor 28
quality
4.15 Response towards 29
Availability of products
4.16 Response towards 30
Distributing of old stock

4.17 Response towards 31

Unavailability of
measuring device
4.18 Satisfaction towards 32-33
PDS

8
 CHAPTER 1
INTRODUCTION

9
1.1 Introduction

India’s public distribution system (PDS) is the largest food security program in the
world. PDS has often criticized for its structure, incessant corruption and leakages,
and inclusion and exclusion errors in identifying the beneficiaries. The rolling out
of the National food Security Act (NFSA) 2013, and the overhauling of PDS in
some states has created an aspiration that the system can be made effectual in
making the households not only food, but also nutrition secure.

Public Distribution System is among the most expansive policy initiatives

of the Government of India. It began as a measure to ensure self-sufficiency at the
national level and went on to become a major food safety net for the poor.
However, it was soon marred by various inefficiencies and malpractices, which
led to severe critic of the scheme. Several studies began questioning the feasibility
of PDS in terms of its budgetary incidence, its market distorting nature and if free
markets can play the role that is currently played by PDS. However, it is to be
noted that various inefficiencies, which are condemned by opponents of PDS, are
not a result of faulty economic policy per se, but the unintended consequences
arising from the implementation of the policy. Implementation of PDS is under the
purview of the state government. State governments vary widely in their
performance with regard to PDS.

Poverty is a problem which is faced by the people. The government has

taken more steps and programmes to overcome the problem. PDS was established
to provide food at a subsidized rate. So the researcher has attempted to study the
satisfaction and the perception of the consumer towards PDS.

10
1.2 Statement of the problem

To distribute essential commodity at subsidized rate to the general public,

who belong to below poverty line, Public distribution system has been
established by government of India. Thus, the present study has been undertaken
to analyze “consumer satisfaction towards Public Distribution System with
special reference to Manakalapady locality”.

1.3 Scope of the study

The study is to analyze the satisfaction of consumers towards PDS in

Manakalapady locality. The study is conducted to identify the products
frequently bought by the consumer and to analyze the perception towards the
products distributed by the PDS.

1.4 Objective of the study

• To know the consumer satisfaction towards PDS.

• To know the product that are frequently purchased by the consumer
• To know the perception of consumer towards PDS.

1.5 Research design

1.5.1 Nature of study

A descriptive cum analytical study is undertaken in this project.

1.5.2 Nature of data

The research study is based on both primary and secondary data.

11
1.5.3 Sources of data

Primary data have been collected through structured questionnaire. Secondary data
have collected from various books, website, online journals etc.

1.6 sampling design

1.6.1 Nature of population

The populations selected for the data collection are the people of Manakalapady
locality. The population is finite that is 708.

1.6.2 Sampling unit

The sampling unit chooses are the people of Manakalapady locality.

1.6.3 Method of sampling

The sampling method used for the study is simple random sampling.

1.6.4 Sampling size

The sampling size taken for the study is 50.

1.7 Tools of data analysis

Various statistical tools like percentage, average are used for the analysis and
tables and charts are used for tools for presentation.

1.8 Limitation

• Non co-operation
There was certain degree of or reluctance shown by some consumer to
answer for the questionnaire.
• The sample size is limited to 50 and only limited to manakalapady locality.

12
1.9 Chapterisation

Chapter 1: Introduction, this chapter mentions introduction, statement of the

problem, objective, significance, research design, research methodology and
limitation of the study.

Chapter 2: Review of literature.

Chapter 3: Theoretical framework.

Chapter 4: Data analysis and interpretation.

Chapter 5: Findings, suggestion and conclusion.

13
 CHAPTER 2

REVIEW OF LITERATURE

14
2.1 Empirical literature

• P.S.George (1974) has attempted to analyze public distribution of food

grains and their income distribution effects in Kerala. He has tried to
estimate the possible impact of rationing on incomes of the consumers
using the relationship. The results for Kerala suggest that the system is
economically viable. Further, ration rice, according to this study, accounted
for a major share of rice consumption of consumers belonging to low
income groups. Gupta basing on certain assumption has projected food
grains requirements for PDS up to 1980, for all India, such projections are
assumed to help policy makers in their procurement efforts.

• Subba Rao (1980) has attempted to estimate food requirement for the State
of Andhra Pradesh under certain assumption. While working out these
estimates he has assumed a supply level of 12 ozs. (340 grams) per
consumption unit. He concluded that ultimately the benefit of public
distribution is zero or negligible.

• Suryanarayana (2000) in his study contest the view the that poverty in
India has declined in the suitability of the database and its implications for
the observed trends in poverty estimates in the context of structural changes
in the rural economy. He contends that the statistical estimates do not show

15
 a real reduction in poverty but only a reduction in over estimation of
poverty for the initial year followed by its under estimation for the last year.

• Ahmed Tritah(2003) using propensity score matching methods I found

That while PDS has a poor record on reaching the poor, conditional on
having access to PDS, the subsidy is entirely consumed. Moreover I found
that food subsidies going through the PDS exert a multiplier effect on
quantity consumed. This findings point to a revaluation of the impact of
PDS with respect to its main objective which is food security. I propose a
new poverty measure, integrating the food content of poverty lines and
shows that relative to this poverty line PDS has benefited the poor.

• Mahendren(2013) analyzed the customer satisfaction on the food delivery

mechanism of universal PDS in Tamil Nadu. The study shows that more
than three-fifths of poor families are satisfied with the effective delivery
mechanism of universal PDS.

• Ashok and Naveena (2014) in their paper revealed that only a few people
were satisfied with the current PDS in Mysore District and most of the
people were not purchasing anything from the PDS due to the poor quality
of commodities supplied by PDS. Also to get their limited quota people
have to wait in long queues.

• Lavanya and Velumurugan (2017) in their study noted that the PDS
customers would be satisfied only if they could obtain goods from the PDS
regularly or if it should be inaccurate quantity, if the shops have adequate
staff members, if these shops are located at an easily accessible place, if the

16
 commodities were distributed in time, if the distributed goods were fitted
for their consumption and so on.

• Chandanshiv and Narwade (2013) in their study observed that more than
half of the beneficiaries were not satisfied with the quality of the food
grains supplied through PDS. But still, they purchase food grains at the Fair
Price shop as they don’t have enough money to purchase it from the open
market.

• Iyer and et.al (2011) revealed the main reasons for the non-consuming
PDS for its fuller levels. It depended upon the non-availability of goods in
ration shops, lack of qualitative food grains, under-weighment of the
commodities, non- availability of the ration cards, etc. These negative
factors had badly affected the efficiency of the PDS system and satisfaction
level the customers.

• Puri (2012) in Chhattisgarh revealed that the majority of the households

were satisfied with the functioning of their ration shops and were getting
their food grains regularly at current prices.

17
 CHAPTER 3

THEORETICAL FRAMEWORK

18
3.1 Theoretical Framework

Introduction to Public Distribution System

Public Distribution System (PDS) is a poverty alleviation programme and

contributes towards the social welfare of the people. Essential commodities like
rice, wheat, sugar, kerosene and the like are supplied to the people under the
Public Distribution System at reasonable price. PDS is a boon to the people living
below the poverty line. Public Distribution System is the primary social welfare
and antipoverty programme of the Government of India. The Government of India
from the year 1992 in order to serve and provide essential commodities to the
people living in remote, backward and hilly area has initiated revamped Public
Distribution System (RPDS). Government introduced Targeted Public Distribution
System in the year 1997.

Government have been actively involved in steering the operations for

success of the Public Distribution System and it is considered as a principal
instrument in the hands of State Government for providing safety net to the poor
against the spiraling rise in prices of essential commodities.

Public Distribution System was first introduced during World War II in

1939, as a war-time rationing measure. Its scope was extended during the Bengal
famine of 1943. However, by 1950’s, the government had begun withdrawing
from the grain market. PDS re-gained its importance, as a major component of
poverty alleviation and food security, during the food shortages and droughts of
the mid-sixties. Droughts of 1965-66 caused India to be highly dependent on food
aid from the US, which had adverse implications on India’s foreign policy. Food
and foreign exchange shortages led India to seek loans from the IMF in exchange

19
of massive devaluation of the rupee that led to mounting inflation. Such a situation
highlighted the need for self-sufficiency during periods of shortage.

Protecting consumers from unfair trade practices in the changing business

environment and to create awareness and guide them for taking appropriate legal
remedies is another vital function. Creating awareness among consumers,
providing legal and institutional framework for getting effective and quick
remedies through State Consumer Disputes Redressal Commision and District
Consumer Disputes Redressal Fora are the focus of the consumer welfare policy of
this Government.

Some governments follow universal public distribution system, under which no

distinction is made between BPL and APL families. Through, government of India
is advocating targeted public distribution system (TPDS), these state are of the
opinion that effective targeting of BPL is not administratively feasible and socially
risky as it may lead to large scale exclusion errors depriving genuine BPL and
vulnerable families from the benefit of the public distribution system. Targeting is
not followed in the State for the following reasons:

• Poverty being a relative concept, there is no acceptable criteria or

methodology for error free enumeration, as indexing method is also not free
from defects. There are chances of large exclusion error, as seen in many
other states implementing TPDS, resulting in high social cost.
• Poverty being a dynamic one, the status of a family at the time of
enumeration keeps changing. Natural calamities like drought, flood may
alter the position drastically and push large number of vulnerable APL
families into poverty trap. The Government system may not be flexible
enough to react quickly to such a situation.

20
 • Problems of agency bias in enumeration and field-level problems in
enumeration makes targeting an administratively difficult task and more
risky in terms of attaining the goal of better food security.

Thus, the State Government, out of its own experience feels that universal public
distribution system assures better food security compared to targeted public
distribution system.

Types of ration cards and their complexities there are 3 main types of ration
cards-APL, BPL and Antyodaya Anna Yojana (AAY). AAY cards pertain to the
‘poorest of the poor’, those who cannot afford to purchase grains even at BPL
prices. Anyone possessing a BPL or an AAY card is directly eligible for
purchasing from the ration shops. However, a person possessing APL card
becomes eligible for ration only if the ration card is stamped. APL cards are
further divided in to Jhuggi ration cards (JRC). Resettlement colonies ration card
(RCRC) and general stamped APL cards. Each card has different quantities and
prices that its holders are entitled to. Also note that all stamped APL cards are
ineligible for purchasing sugar. In case of kerosene, the beneficiaries are confined
to BPL, AAY and APL-JRC card holders. Also, if a family uses LPG cylinders in
case of APL-JRC, BPL and AAY, it becomes ineligible for purchasing kerosene
and is instead offered a subsidy of RS 40/- on LPG cylinders. Moreover, it needs
to be stressed that a ration card pertains to a family. A family is defined as a group
of people using the same stove to cook. This implies that a specific amount of
grains is issued on one card irrespective of the number of family members. It is
35kg of grains that is given specific car irrespective of whether there are 10
members or just 2.

Targeted Public Distribution System

The Targeted Public Distribution System (TPDS) was launched in 1997 to

benefit the poor and to keep the budgetary food subsidies under control to the

21
desired extend following failure of the earlier PDS system. Conceptually, the
transaction from universal PDS to TPDS was a move in right direction, as it was
designed to include all the poor households and raise the unit subsidy and ration
quota considerably for them. The objective of keeping budgetary consumer
subsidy in check was proposed to be met through sale of food grains to APL
households at economic cost and confining the budgetary food subsidy to about
sixty five million identified BPL families. Though the supply of the requisite
quantity of food grains for distribution at BPL prices was to come from the central
pool, the success of TPDS in terms of meeting its stated objectives depended
largely on the ability of State Governments in identifying the genuine poor
families, restricting the number of poor families to the number of estimated by
Planning Commission and in putting in place an effective and efficient delivery
system.

Goals of Public Distribution System

The goal of PDS does not restrict itself with the distribution of rationed
articles. Making available adequate quantities of essential articles at all times, in
places accessible to all, at prices affordable to all and protection of the weaker
section of the population from the vicious spiral of rising prices is the broad
spectrum of PDS. More specifically, the goals of PDS are;

• Make good available to consumers, especially the disadvantaged/

vulnerable section of society at fair prices.
• Rectify the existing imbalances between the supply and demand for
consumer goods; check and prevent hoarding and black marketing in
essential commodities.
• Ensure social justice in distribution of basic necessaries of life.
• Event out fluctuations in prices and availability of mass consumption
goods.

22
 • Support poverty alleviation programmes, particularly rural employment
programmes, (SGRY/SGSY/Mid day meals, ICDS, DWCRA, SHGs and
food for work and educational feeding programmes).

Consumer Satisfaction

Essentially, consumer satisfaction is the extent to which consumers are

happy with the product or services provided by a business. It as an important
concept in business, because happy customers are those most likely to place repeat
orders and explore the full range of services offered.

Definition

According to Department of marketing at Washington University, there is

no single definition of consumer satisfaction. However, all the definitions in the
literature and from consumer describe consumer satisfaction as a reasoned or
emotional response to a product, service or consumer experience at a particular
time.

Measurement

Consumer satisfaction can be measured using survey techniques and

questionnaires. Questions typically include an element of emotional satisfaction
coupled with an element of behavioral satisfaction, or loyalty to a particular
product or service.

Factors Effecting Consumer Satisfaction

Consumers are most likely to report satisfaction with goals and services if
they are made to feel “special” by the provider. In other words, if the staff of a
company pays attention to the individual needs of its customers, before during and
after sales process, they are more likely to return.

23
 Consumer satisfaction is the overall impression of consumer about the
supplier and the products and services delivered by the supplier. Following are the
important factors that could affect consumer satisfaction.

• Department capability of the supplier

• Technological and engineering or re-engineering aspects of products and
services.
• Type and quality of response provided by the supplier.
• Supplier’s capability to commit on deadlines and how efficiently they are
met.
• Consumer service provided by the supplier.
• Complaint management.
• Cost, quality, performance and efficiency of the product.
• Supplier’s personal facets like etiquettes and friendliness.
• Supplier’s ability to manage whole consumer life cycle
• Compatible and hassle free function and operations.

The above factors could be widely classified under to categories i.e. suppliers
behavior and performance of product and services. The supplier’s behavior mostly
depends on the behavior of its senior subordinates, managers and internal
employees. All the functional activity like consumer response, direct product and
maintenance services, complaint management etc. are the factors that rely on how
skillful and trained the internal and human resources of the supplier are. The
second category is regarding all the product and services. This depends on the
capability of supplier to how to nurture the product and service efficiently and
how skilled the employees are. It’s all about how the skills are implemented to
demonstrate engineering, re- engineering and technological aspects of the product
and services. The quality and efficaciousness of the product is also an important
factor that enables compatible and hassle free functions and operations. This bears

24
to lower maintenance and higher life of the product which is highly admired by the
consumers.

If the product is having some problem or compatibility issues and requires

frequent maintenance and support than the consumers could get irritated and
possibilities of sudden divert is there which lead to supplier’s financial loss. In the
same way if the product is expecting huge amount of financial and manual
resources than consumers could get a feeling of dissatisfaction and worry.
However, if these aspects are handled efficiently by giving class services and
dealing with complaints effectively then dissatisfied consumers could be
converted into long time satisfied consumers and retaining them become easy.

It is practically impossible for the supplier to provide all the above explained
features. There are always some positive as well as negative features in product
and services which could lead to delight or irritate consumers. The final option is
the sum of overall experiences which a consumer percept. But it is also true that
more the positive aspects, the more the consumer is satisfied. Hence the aim of the
supplier should be always to enhance these positive feelings among all the
consumers to increase consumer satisfaction.

Having discussed the above factors that affect consumer satisfaction we can
say that higher the satisfaction level, higher is the sentimental attachment of
consumers with the specific brand of product and also with the supplier. This helps
in making a strong and healthy-supplier bonding. This bonding forces the
consumer to be tied up with that particular supplier and chances of defection are
very less. Hence consumer 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.

25
 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

26
 Table 4.1 showing gender of the respondents

Gender Frequency Percentage

Male 21 42
Female 29 58
Other 0 0
Total 50 100

Source: Primary data

Figure 4.1 showing gender of the respondents

70

60 58

50
42
40
Percentage
30

20

10
0
0
Male Female other

Interpretation

Table 4.1 shows the gender wise classification of respondents. From the above
table it reveals that 42% of the respondents are male. 58% of the respondents are
female.

27
 Table 4.2 showing education qualification of the respondents

Education qualification Frequency Percentage

SSLC/Plustwo 11 22
Graduation 32 64
Post-graduate & above 6 12
Other 1 2
Total 50 100

Source: Primary data

Figure 4.2 showing education qualification of the respondents

70 64
60
50
40
30 22
20 12
10 2 Percentage
0

Interpretation

Table 4.2 shows the educational qualification of respondents. From the above
table we analyze that 22% of the respondents are SSLC/Plus two. 64% of the
respondents are under graduated. 12% of respondents are post graduated. And
only 2% are others.

28
 Table 4.3 showing occupation of the respondents

Occupation Frequency Percentage

Government employee 2 4
Private employee 13 26
Farmer 4 8
Businessman 9 18
Housewife 22 44
Total 50 100

Source: Primary data

Figure 4.3 showing occupation of the respondents

50 44
40
30 26
18
20 8
10 4
Percentage
0

Interpretation

Table 4.3 shows the occupation of respondents. Among the sample a majority of
44% are housewife’s. It is followed by respondents 26% are private employees.
18% of respondents are businessman. 8 % of respondents are farmers and only 4%
of respondents are government employees.

29
 Table 4.4 showing monthly income of the respondents

Monthly income Frequency Percentage

Below 15000 17 34
15000-30000 20 40
30000-45000 7 14
45000-60000 3 6
Above 60000 3 6
Total 50 100

Source: Primary data

Figure 4.4 showing monthly income of the respondents

45 40
40 34
35
30
25
20 14
15
10 6 6 Percentage
5
0

Interpretation

Table 4.4 shows the income of respondents. Above table shows that 40% of
respondents have a monthly income ranging between 15000- 30000. 34% of
respondents have monthly income below 15000. 14% of respondents have
monthly income ranging 30000- 45000. 6% of respondents have monthly income
above 60000 and 6% of respondents have monthly income ranging 45000-60000.

30
 Table 4.5 showing types of cardholders

Particulars Frequency Percentage

APL 45 90
BPL 5 10
Anthyodaya 0 0
Total 50 100

Source: Primary data

Figure 4.5 showing types of cardholders

100
90
90
80
70
60
50
percentage
40
30
20
10
10
0
0
APL BPL Anthyodaya

Interpretation

Table 4.5 shows the types of card holders. Above table reveals that most of (90%)
respondents are APL cardholders and only 10% respondents are BPL cardholders.
None of the respondents hold anthyodaya card.

31
 Table 4.6 showing products frequently purchased by the respondents

Particulars Frequency Percentage

Rice 14 28
Wheat 10 20
Sugar 9 18
Kerosene 10 20
Food kit 7 14
Total 50 100

Source: Primary data

Figure 4.6 showing products frequently purchased by the respondents

30 28

25
20 20
20 18
14 Percentage
15

10

0
Rice Wheat Sugar Kerosene Food kit

Interpretation

Table 4.6 shows the products frequently purchased by the respondents. Above
table 4.6 reveals that 28% of the respondents frequently by rice from the PDS.
20% of the respondents frequently buy wheat, 18% respondents buy sugar, 20% of
respondents buy sugar and only 14% of the respondents frequently buy the food
kit from the PDS.

32
 Table 4.7 showing response towards getting full quota of items

particulars Frequency Percentage

Always 13 26
Often 18 36
Sometimes 18 36
Never 1 2
Total 50 100

Source: Primary data

Figure 4.7 showing response towards getting full quota of items

40
36 36
35

30
26
25

20
Percentage
15

10

5 2
0
Always Often Sometimes Never

Interpretation

From the table 4.7, we can analyze that 36% of the respondents often get full
quota of items from PDS. Another 36% of the respondents sometimes get full
quota of items from PDS. 26% of the respondents said that they always get the
whole items. But the 2% of respondents said that they never receive the full quota
of items from the PDS.

33
 Table 4.8 showing price of the product in PDS

particulars Frequency Percentage

High 4 8
Medium 26 52
Low 20 40
Total 50 100

Source: Primary data

Figure 4.8 showing price of the product in PDS

60
52
50
40
40

30
Percentage
20
8
10

0
High Medium Low

Interpretation

According to table 4.8 we can analyze that 52% of the respondents said that price
of the product in PDS is moderate as compared to market value. 40% of the
respondents said that price of the product in PDS is lower than the market price of
the products. But the rest 8% of the respondents said that the price of the products
in the PDS is high.

34
 Table 4.9 showing period of buying products in PDS

Particulars Frequency Percentage

First of month 12 24
Middle of month 22 44
End of the month 16 32
Total 50 100

Source: Primary data

Figure 4.9 showing period of buying products in PDS

50
44
45
40
35 32
30
24
25
20 Percentage
15
10
5
0
First of month Middle of End of the
month month

Interpretation

Table 4.9 shows the period of buying products from PDS. Above table shows that
44 % of the respondents buy products at middle of the month, 32% of the
respondents buy products at end of the month and 24% of the respondents buy
products at first of the month.

35
 Table 4.10 showing time of drawing the ration

Particular Frequency Percentage

Morning hours 11 22
Afternoon 8 16
Evening hours 31 62
Total 50 100

Source: Primary data

Figure 4.10 showing time of drawing the ration

70
62
60

50

40

Percentage
30
22
20 16

10

0
Morning hours Afternoon Evening hours

Interpretation

Above table shows that 62% of respondents are drawing the ration during evening
hours, 22% of the respondents draw the ration during the morning hours and 16%
of respondents draw during afternoon.

36
 Table 4.11 showing frequency of malpractices happening the PDS

Particulars Frequency Percentage

Always 3 6
Often 7 14
Sometimes 16 32
Never 24 48
Total 50 100

Source: Primary data

Figure 4.11 showing frequency of malpractices happening the PDS

60

50 48

40
32
30
Percentage

20
14

10 6

0
Always Often Sometimes Never

Interpretation

From the table 4.11 we can analyze that 48% of the respondents never noticed any
malpractices happening in the PDS stores. But 32% of respondents sometimes
noticed some malpractices. 14% said that there are often malpractices happening
in the PDS. 6% of the respondents said that there are malpractices happening in
the PDS always.

37
 Table 4.12 showing response of getting receipt from the ration shop

Particular Frequency Percentage

Yes 44 88
No 2 4
Rarely 4 8
Total 50 100

Source: Primary data

Figure 4.12 showing response of getting receipt from the ration shop

100
88
90

80

70

60

50
Percentage
40

30

20
8
10 4
0
Yes No Rarely

Interpretation

Above table shows that 88% of respondents get receipt from the ration shop and
4% said they do not get receipt from the ration shop. 8% of the respondents rarely
get the receipt.

38
 Table 4.13 showing response towards short supply

Particular Frequency Percentage

Strongly agree 1 2
Agree 15 30
Neutral 17 34
Disagree 11 22
Strongly disagree 6 12
Total 50 100

Source: Primary data

.Figure 4.13 showing response towards short supply

40
34
35
30
30
25 22
20
15 12 Percentage

10
5 2
0
Strongly agree Agree Neutral Disagree Strongly
disagree

Interpretation

Table 4.13 shows the response towards short supply of products. It reveals that 2%
of the respondents strongly agree with the short supply of products. 30% of
respondents agree that there is short supply of products in PDS. 34% of
respondents have neutral opinion. 22% of respondents disagree with the short
supply of products. Only 12% of respondents strongly disagree with the short
supply of products.

39
 Table 4.14 showing response towards poor quality

Particular Frequency Percentage

Strongly agree 3 6
Agree 20 40
Neutral 15 30
Disagree 10 20
Strongly disagree 2 4
Total 50 100

Source: Primary data

Figure 4.14 showing response towards poor quality

45
40
40
35
30
30
25
20
20
Percentage
15
10 6
4
5
0
Strongly agree Agree Neutral Disagree Strongly
disagree

Interpretation

Table 4.14 shows the response towards poor quality of products distributed by the
PDS. 6% of the respondents strongly agree that poor quality of products
distributed by the PDS. 40% respondents agree with the poor quality of products.
30% of respondents have neutral opinion. 20% of respondents disagree with the
poor quality products distributed to the consumers. Only 4% of respondents
strongly disagree with the poor quality products distributed to the consumers.

40
 Table 4.15 showing response towards unavailability of products

Particular Frequency Percentage

Strongly agree 26 52
Agree 12 24
Neutral 2 4
Disagree 10 20
Strongly disagree 0 0
Total 50 100

Source: Primary data

Figure 4.15 showing response towards unavailability of products

60
52
50

40

30
24
20 Percentage
20

10
4
0
0
Strongly agree Agree Neutral Disagree Strongly
disagree

Interpretation

Table 4.15 shows the response towards the unavailability of products in PDS. It
reveals that 52% of the respondents strongly agree that they do not get the
products from PDS regularly. 24% of respondents agree that they do not get the
products regularly. 4% of respondents have neutral opinion. Only 20% of the
respondents agree that the products are available to the customers.

41
 Table 4.16 showing response towards distribution of old stocks

Particular Frequency Percentage

Strongly agree 3 6
Agree 21 42
Neutral 10 20
Disagree 10 20
Strongly disagree 6 12
Total 50 100

Source: Primary data.

Figure 4.16 showing response towards distribution of old stock

50
42
40
30
20 20
20 Percentage
12
10 6
0
Strongly Agree Neutral Disagree Strongly
agree disagree

Interpretation

Table 4.16 shows the response towards the distribution old stocks. It reveals that
6% of respondents strongly agree that PDS is providing old stocks to the
consumers. 42% of respondents agree that PDS distribute old stock to the
consumers. 20% of respondents have neutral opinion. Another 20% of respondents
disagree that PDS provide old stock to the consumers. Only 6% of respondents
strongly agree that PDS is not distributing old stock to the consumers.

42
 Table 4.17 showing unavailability of measuring device

Particular Frequency Percentage

Strongly agree 4 8
Agree 8 16
Neutral 24 48
Disagree 8 16
Strongly disagree 6 12
Total 50 100

Source: Primary data

Figure 4.17 showing unavailability of measuring device

60
48
50

40

30
Percentage
20 16 16
12
8
10

0
Strongly agree Agree Neutral Disagree Strongly
disagree

Interpretation

Table 4.17 shows the opinion about the measuring device. It reveals that 8% of
the respondents strongly believe that there is no proper measuring device in the
PDS. 16% of the respondents agree that there is no proper measuring device. 48%
of the respondents have neutral opinion. 16% of respondents believe that there is
proper measuring device. 12% of respondents strongly believe that there is proper
measuring device in PDS.

43
 Table 4.18 showing the Satisfaction towards PDS

Particular Strongly Agree Neutral Disagree Strongly

agree disagree
Price 8 29 12 1 0
Working hour 5 35 10 0 0
Service 5 27 14 4 0
Festival 10 23 11 2 4
supply
Quality 3 7 18 18 4
Quantity 4 4 17 24 1
Availability 6 21 17 5 1

Particu Strongl Agre Neutr Disagr Strongl Tot Averag Rank

lar y agree e al ee y al e
disagre
e
Price 40 116 36 2 0 194 3.88 2

Workin 25 140 30 0 0 195 3.9 1

g hour
Service 25 108 42 8 0 183 3.66 3.5
Festival 50 92 33 4 4 183 3.66 3.5
supply
Quality 15 28 54 36 4 137 2.74 6

Quantit 20 16 51 48 1 136 2.72 7

y
Availab 30 84 51 10 1 176 3.52 5
ility

44
 Figure 4.18 showing the satisfaction towards PDS

4.5 3.9
3.88
4 3.66 3.66 3.52
3.5
3 2.74 2.72
2.5
2 Average
1.5
1
0.5
0
Price Working Service Festival Quality Quantity Availability
hour supply

Interpretation

Table 4.18 shows the satisfaction towards PDS. As we can see from the chart,
respondents have high level satisfaction with the working hour of PDS (3.9). Next
level of satisfaction is with the product price at PDS (3.88). Next level of level of
satisfaction is with the service and festival supply at PDS (3.66). Next level of
satisfaction is with the availability of products at PDS (3.52). Next level of
satisfaction is with the quality of products at PDS (2.74). The last level of
satisfaction is with the quantity of products at PDS (2.72).

45
 CHAPTER 5

FINDINGS SUGGESTIONS AND CONCLUSION

46
5.1 Findings

❖ 58% of the respondents are female.

❖ 64% of the respondents are graduates.
❖ 44% of the respondents are housewife.
❖ 40% of respondents have monthly income ranging between 15000- 30000.
❖ 90% of the respondents are APL cardholders.
❖ 28% of the respondents frequently buy rice from PDS.
❖ 36% of the respondents often get full quota of items.
❖ 52% of the respondents are satisfied with the price of the products in PDS.
❖ 44% of the respondents are comfortable to buy products on middle of the
month.
❖ 62% of the respondents are comfortable to drawing the ration during
evening hours
❖ 48% of the respondents never noticed any malpractices.
❖ 88% of the respondents get receipt from the ration shop.
❖ 34% of the respondents have neutral opinion with the short supply of
products
❖ 40% of the respondents say that the PDS providing poor quality products.
❖ 52% of the respondents are strongly agreed that the products are not
available to its consumers.
❖ 42% of the respondents agreed that the PDS is providing old stock.
❖ 48% of the respondents have neutral opinion with the availability of proper
measuring device in the PDS.
❖ Most of respondents are satisfied towards PDS.

47
5.2 Suggestions

❖ The public distribution system department should take step to increase the
performance of the public distribution system.
❖ The public distribution system department periodically checks the
availability of the product in public distribution system stores.
❖ The public distribution should provide good quality products to the
consumers.
❖ The quantity of the products distributed can be increased.
❖ Smart system communication like information can be provided to
consumers by SMS about rations.

5.3 Conclusion

The PDS generally involves subsidies which are borne by the central government.
Particularly, Kerala has been efficiently executing the PDS system and several
welfare measures have been disseminated through PDS apart from ensuring the
food security to the needy people. The present study made an attempt to map out
the existing structure of the PDS in Kerala.

Government has taken all efforts to make the system more effective and
ensure the availability, affordability and accessibility of public distribution system
articles to the poor. But the responses of sample respondents of this study showed
different picture and unearthed the PDS is suffering from problems like poor
quality, under- weighting and non-availability. The main objective of PDS system
is to provide safety net to the poor against spiraling rise in price, the selling of
non-controlled articles through FPS is not away from the scope of PDS.

48
BIBLIOGRAPHY

49
Reference

• P. S George (1979), Public Distribution System, food grains in Kerala:

income distribution implication and effectiveness (Vo. 7). Lntl Food Policy
Res Inst.
• Suryanarayana M.H (2007), PDS Reform and Scope for Commodity
based Targeting, Economic and Political Weekly, Vol. 30 (13), p-687.
• Subba rao (1997), India’s Public Distribution System: A national and
international perspective ( Vol.380). World Bank Publications.
• Ahmed tritah (2003), The Public Distribution System in India: counting
the poor from making the poor count. Toulouse, France: Universite des
Sciences Sociales, Groupe de Recherne en Economie Mathematique et
Quantitative.
• Velmurgan, Ramaswamy. "A Study on Customers Satisfaction towards
PDS." Journal of Advanced Research in Dynamical and Control Systems
05, no. special issue (July 2017): 26-32.
• Mahalik, Barada Prasanna Mohapatra and D.K. "Customer Satisfaction
with PDS: A Study in Bhadrak District, Odisha." The IUP Journal of
Supply Chain Management XIII, no. 2 (2016): 48-6. .

• Vidya Rajaram Iyer, Devi Kalyani, Aiswhwarya. "A Study on Customer

Satisfaction on Delivery Mechanism of PDS in Select District of
Tamilnad." Asian Journal of Research in Banking and Finance 1, no. 1
(October 2011): 79-91.

• A Mahendran (2013) “A Study on Customer Satisfaction on Food

Delivery Mechanism of Universal PDS in Tamil Nadu”, International
Journal of Agricultural Economics, 1(8), 61-67.

50
• Kumar Ashok and M.T. Naveena (2014) “Public Distribution System in
the Context of Social Security and Poverty Alleviation in Mysore District,
Karnataka”, Journal of Research in Humanities and Social Science, 2(12),
49-53.

• Puri Raghav (2012) “Reforming the Public Distribution System: lessons

from Chhattisgarh”, Economic Political weekly, XL VII (5), 21-23.

51
APPENDIX

52
 Questionnaire

A study on consumer satisfaction towards Public Distribution System

with special reference to Manakalapady locality

1. Gender
Male Female Other

2. Education qualification
Sslc/Plus2 Graduation Post- Graduate
Other

3. Occupation

Government employee Private employee Farmer

Businessman House wife Other

4. Monthly income
Below 15000 15000-30000 30000-45000
45000-60000 Above 60000

5. Which type of your ration card do you have

APL BPL Anthyodaya

6. Which kind of product you buy frequently

Rice Wheat Sugar
Kerosene Foodkit

7. Do you get full quota of items from ration shop in a month

Always Often Sometimes
Never

53
8. What is your opinion regarding the price of the product in PDS as
compared to market value
High Medium Low

9. Mention the period which you feel comfortable to buy products in PDS

First of the month Middle of the month End of the month

10. Time of drawing ration

Morning hours Afternoon Evening hours

11. Did you ever noticed any malpractice happening in your ration shop
Always Often Sometimes
Never

12. Do you get receipt from the ration shop

Yes No Rarely

13. Level of agreement towards PDS

Particular Strongly Agree Neutral Disagree Strongly

agree disagree

Short quantity
supply

Poor quality

Availability
of products

Distributing
of old stock

54
 Unavailability
of measuring
device

14. Level of satisfaction towards PDS

Particular Highly Satisfied Neutral Dissatisfied Highly

satisfied dissatisfied
Price

Working
hours
Service

Festival
supply
Quality

Quantity

Availability

55