Dushyant Singh BBD

A FIELD STUDY
ON
CUSTOMER SATISFACTION WITH
REFERENCE TO LOTUS HERBAL
PVT. LTD. IN LUCKNOW
SESSION- 2022-
23
GUDED BY: SUBMITTED BY:

DR.POOJA SRIVASTAVA DUSHYANT
SINGH
1210673014
BBAP (2)
1
DECLARATION
I hereby declare that the project work entitled of customer
satisfaction with reference to “LOTUS HERBAL PRIVATE
LIMITED.”
Submitted to the BABU BANARSI DAS UNIVERSITY, is a

record of original work done by me under the guidance of
Mrs. DR POOJA SRIVASTAVA maam. This field study is
done at LOTUS SKIN CREAM, and this project work is
submitted towards the partial fulfillment of BACHELOR
OF BUSINESS ADMINSTRATION (PROFESIONAL).
DUSHYANT
SINGH
BBA(P)
ROLL NO:1210673014
2
ACKNOWLEDGEMENT
Primarily I would thank god for being able to complete this
report with success
.
Then I would like to thank my coordinator Mrs. DR POOJA
SRIVASTAVA ma'am whose valuable guidance has been the
ones that helped me patch this report and make it full proof
success her suggestions and her instructions has served as
the major contribution towards the completion this project.
DUSHYANT
SINGH
BBA(P)
ROLL NO:1210673014
3
TABLE OF CONTENT:
INTRODUCTION 4-5
COMPANY OVERVIEW 6-7
PRODUCT OVERVIEW 8-14
LOTUS HERBALS 15
PRIVATE LIMITED
DETAILS
OBJECTIVE 16
RESEARCH 17-18
METHODOLOGY
DATA ANALYSIS 19-26
FINDINGS 27
CONCLUSION 28
BIBLOGRAPHY 29
ANNEURE 30-47
4
INTODUCTION
Customer satisfaction is a term frequently
used in marketing. It is a measure of how
products and services supplied by company
meet or surpass customer expectation.
Customer satisfaction is defined as “the
number of customers, or percentage of total
customers, whose reported experience with a
firm, its products, or its services exceeds
specified satisfaction goals.” Customers play
an important role and essential in keeping a
product or service relevant; it is therefore, in
the best interest of the business to ensure
customer satisfaction and build customer
loyalty.
Mainly customer satisfaction means that how
much customer satisfied or happy with the
company and its product, services and
capabilities. Customer satisfaction gives a
5
feedback to the companies and help them in
improving their products and services.
Customers gives their rating to the products
and services like: unsatisfied, satisfied,
average, good, bad, better. Company make
the questionnaire in which the ask the
questions related to their product and
services. And they fill this questionnaire by
their customers.
6
COMPANY OVERVIEW
Lotus Herbals Private Limited is a Non-
government company, incorporated on 20
Sep,1993. It’s a private unlisted company
and is classified as company limited by
shares’.
Company’s authorized capital stands at Rs
500.0 lakhs and has 29.409998% paid-up
capital which is Rs 147.05 lakhs. Lotus
Herbal Private Limited last annual general
meet (AGM) happened on 30 Sep,2017.
The company last updated its financials on
31 March,2017 as per Ministry of
Corporate Affairs(MCA).
Lotus Herbal Private Limited is majorly in
Business Service business from last 28
years and currently, company operations
are active. Current board members
&directors are SWARN LATA PASSI,
7
NITIN PASSI AND DIPIN KAMAL
PASSI.
Company is registrar in Delhi Registrar
office. Lotus Herbal Private Limited
registered address is NO.2 Forest
lane, near ghitorni metro
station sultanpur, M.G road
New Delhi South Delhi DL
110030 IN.
8
PRODUCT OVERVIEW
LOTUS HERBAL FRESH APRICOT SCRUB
LOTUS HERBALS DIVINE DEW HERBAL SINDOOR
LOTUS HERBAL NEEM AND CLOVE FACE WASH
9
LOTUS HERBAL WHITE GLOW SKIN WHITENING AND
DEEP MOISTURING CREME
LOTUS HERBAL TEATREE FACE PACK
LOTUS HERBALS LIP BALM
10
LOTUS HERBALS ECOSTAY INSTA SMOOTH PERECTING
PRIMER
LOTUS HERBALS DERMO SPA JAPANESE SAKURA SKIN

WHITENING FACE WASH
11
LOTUS HERBALS RADIANT CELLULAR FACIAL KIT
LOTUS HERBAL PHYTO-RX SMOOTH SKIN ANTI AGEING

FACE WASH
LOTUS HERBAL WHITE GLOW SKIN WHITENING AND

BRIGHTENING BODY LOTION
12
LOTUS HERBAL SAFE SUN MATTE LOOK DAILY
SUNBLOCK CREAM
LOTUS HERBALS MAXLASH BOTANICAL MASCARA
LOTUS HERBAL NUTRAMOIST SKIN RENEWAL DAILY

MOISTURING CREME
13
LOTUS HERBALS NATURAL BLEND TRANSLUCENT
LOSSE POWDER
14
LOTUS HERBAL PRIVATE
LIMITED DETAILS
CIN U74899DL1993PTC055279
Date of incorporation 20 September,1993
Status Active
Company category Company limited by share
Company sub-category Non-govt company
Company class Private
Business activity Business services
Authorized capital 500.0 lakhs
Paid up capital 147.05 lakhs
Paid up capital% 29.409998
Registrar office city Delhi
Registered state Delhi
Registered number 55279
Registered date 20 September,1993
Listing status Unlisted
15
OBJECTIVE OF STUDY
 To identify the image of LOTUS in the mind
of consumers.
 Customer satisfaction Level of Lotus Herbal
product.
 To anaylise the factors that enhance
customer satisfaction.
 Identify the factors which are consider by the
customers in purchasing the LOTUS
HERBAL PRODUCTS.
16
RESEARCH METHELOGY
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.
 PRIMARY DATA: I collected the
primary data by getting the questionnaire
filled by respondent. Respondents were
the student of management.
 SECONDARY DATA: Secondary data
are obtained by the internet, newspaper.
RESEARCH METHODOLOGY:
 Research Instrument: Questionnaire
 Sample Size: 100Respondent
17
RESEARCH DESIGN:
1.RANDOM SAMPLING-This is the
most pure and basic probability
sampling design and in this sampling
every member of the population has an
equal chance of being selected.
2.STRATIFIED SAMPLING-This
method is used for heterogenous
population. In this sampling the
researcher divide the population into
homogenous sub group and then select
randomly from the each group.
18
DATA ANALYSIS AND
INTERPRETATION
QUES 2: - Do you purchase Lotus Herbals
products.
RESPONSE NO. OF RESPONDENT PERCENTAGE
YES 52 52%
NO 48 48%
TOTAL 100 100%
52%
52%
51%
50%
49% Series1
48%
48%
47%
46%
YES NO
INTERPRETATION:
From the sample data it is found that 52%of customer purchases
lotus herbals and 48% customer purchases other brands
19
QUES 3:-How frequently you use the
lotus products?
RESPONSE NO. OF RESPONDENT PERCENTAGE
DAILY 48 48%
WEEKLY 31 31%
MONTHLY 21 21%
TOTAL 100 100%
21%
48%
DAILY
WEEKLY
31%
MONTHLY
INTERPRETATION:
From the sample data it is found that, 48%customers use lotus
herbals product daily,31%weekly &21%customers use monthly.
QUES 4:-Factors that influence the customers

for purchasing Lotus Herbals products
20
RESPONSE NO. OF PERCENTAGE
RESPONDENTS
QUALITY 45 45%
AVAILABILITY 30 30%
BRAND NAME 25 25%
TOTAL 100 100%
25%
45%
QUALITY
AVAILABILITY
30% BRAND NAME
INTERPRETATION:
From the sample data it is found that, 45%customers gives
importance to the quality of the products,30%gives importance to
availability &25% influence by the brand name.
QUES5:-Where did you search information

about lotus products?
21
RESPONDENTS
NEWSPAPER 30 30%
TELEVISION 50 50%
OTHER 20 20%
TOTAL 100 100%
50%
TELEVISION
100% OTHER
20%
TOTAL
INTERPRETATION:
From the sample data it I found that 50%from television,30%from
newspaper,20%from others source.
QUES 6:-Did you are satisfied with the price of

Lotus products?
22
RESPONDENTS
YES 80 80%
NO 20 20%
TOTAL 100 100%
80%
70%
60%
50%
80% Series1
40%
30%
20%
20%
10%
0%
YES NO
INTERPRETATION:
From the sample data it is found that,80%customers satisfied with
the price of the Lotus products&20%customers did not satisfied
with the price of the Lotus products.
QUES7:-From where do you purchase your

products
23
RESPONDENTS
ONLINE 30 30%
RETAIL STORE 40 40%
DISTRUBUTION 30 30%
OUTLET
TOTAL 100 100%
30% 30%
ONLINE
RETAIL STORE
40% DISTRIBUTION OUTLET
INTERPRETATION:
From the sample data it is found that,40%customers purchase
Lotus product from retail store,30%customers purchase Lotus
product from online and distribution outlet.
QUES8:-Customer who are satisfied by the

Lotus products
24
RESPONSE NO.OF RESPONDENTS PERCENTAGE
YES 72 72%
NO 28 28%
TOTAL 100 100%
80% 72%
70%
60%
50%
40% Series1
28%
30%
20%
10%
0%
YES NO
INTERPRETATION:
From the sample data it is found that,72%customers satisfied by the
Lotus products&28%customers did not satisfied by the Lotus
products.
QUES 9:-Important factors that are consider

by the customers while purchasing the product
RESPONSE NO.OF RESPONDENTS PERCENTAGE
PRICE 62 62%
PACKAGING 5 5%
25
QUALITY 8 8%
AVAILABILITY 25 25%
TOTAL 100 100%
25%
PRICE
8% PACKAGING
62%
QUALITY
AVAILABILITY
5%
INTERPRETATION:
From the sample data it is found that,62%price effects the
products,5%pakaging,8%quality&25%availabilityeffects the
purchasing power of the Lotus products.
26
FINDINGS
 Company should come up with
its branch in Lucknow. With the
objectives and goals to meet the
demand and expectation of the
customers.
 The company should also try to
keep a close eye towards its
competitors. Hindustan Unilever is
the major competitor of Lotus
Herbals Product.
 As Hindustan Unilever changes
their polices and this make them to
earn good fame and popularity in
the society but Lotus Herbals does
not change the policies and this
make them to suffer loss in future.
27
CONCLUSION
o After conducting the research,
Researcher found that there are two
categories of retailers& Dealers.
o 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.
o There is a requirement of the company
professionals to visit these retailers &
dealers continuously.
o So, that they can understand the market
and suggest changes accordingly.
o Despite of this, salesman and other
company professionals who visit these
retailers must not do the false promise.
28
BIBLOGRAPHY
CUSTOMER LOYALTY: JILL
GRIFFIN.
CUSTOMER SATISFACTION IS
WORTHILESS, CUSTOMER LOYALTY IS
PRICELESS:JEFFERY GITOMER
https://www.scribd.com
https://m.economicstimes.com
29
ANNEXURE
QUES1:-DEMOGRAPHICS:
Name-Dushyant
What is your age group?
(a)25-3030 -35
(b)18-2535 above
What is your gender?
(a)Female (c)Androgynous
(b)male
QUES2:-Do you purchase Lotus Herbals
products.
(a)Yes
(b)No
QUES3:-How frequently you use the Lotus
products.
30
(a)Daily (c)monthly
(b)weekly
QUES4:-Factors that influence the
customers for purchasing Lotus products
(a)Quality (c)Availability
(b)Brand Name
about Lotus products.
(a)Newspaper (c)Others
(b)Television
QUES6:-Did you are satisfied with the
price Lotus products?
(a)Yes
(b)No
products
31
(a)Online (c)Distribution Outlet
(b)Retail store
QUES8:-Customers who are satisfied by the
Lotus products
(a)Yes
(b)No
QUES9:-Important factors that are
consider by the customers while
purchasing the products.
(a)Price (c)Quality
(b)Packaging (d)Availability
32
Name-mansi
(a)18-25 (c)30-35
(b)25-30 (d)35 above
(a)Male (c)Androgynous
(b)Female
products.
(a)Yes
(b)No
products.
(a)Daily (c)monthly
(b)weekly
33
(b)Brand Name
(b)Television
(a)Yes
(b)No
products
(b)Retail store
34
Lotus products
(a)Yes
(b)No
(a)Price (c)Quality
35
Name- Type your text
(a)18-25 (c)30-35
(b)25-30 (d)35 above
(b)Female
products.
(a)Yes
(b)No
products.
(a)Daily (c)monthly
(b)weekly
36
(b)Brand Name
(b)Television
(a)Yes
(b)No
products
(b)Retail store
37
Lotus products
(a)Yes
(b)No
(a)Price (c)Quality
38
Name-
(a)18-25 (c)30-35
(b)25-30 (d)35 above
(b)Female
products.
(a)Yes
(b)No
products.
(a)Daily (c)monthly
(b)weekly
39
(b)Brand Name
(b)Television
(a)Yes
(b)No
products
(b)Retail store
40
Lotus products
(a)Yes
(b)No
(a)Price (c)Quality
41
Name-
(a)18-25 (c)30-35
(b)25-30 (d)35 above
(b)Female
products.
(a)Yes
(b)No
products.
(a)Daily (c)monthly
(b)weekly
42
(b)Brand Name
(b)Television
(a)Yes
(b)No
products
(b)Retail store
43
Lotus products
(a)Yes
(b)No
(a)Price (c)Quality
44
Name-
(a)18-25 (c)30-35
(b)25-30 (d)35 above
(b)Female
products.
(a)Yes
(b)No
products.
(a)Daily (c)monthly
(b)weekly
45
(b)Brand Name
(b)Television
(a)Yes
(b)No
products
(b)Retail store
46
Lotus products
(a)Yes
(b)No
(a)Price (c)Quality
47

Dushyant Singh BBD

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A FIELD STUDY

GUDED BY: SUBMITTED BY:

Submitted to the BABU BANARSI DAS UNIVERSITY, is a

LOTUS HERBALS DIVINE DEW HERBAL SINDOOR

LOTUS HERBAL NEEM AND CLOVE FACE WASH

LOTUS HERBAL TEATREE FACE PACK

LOTUS HERBALS LIP BALM

LOTUS HERBALS DERMO SPA JAPANESE SAKURA SKIN

LOTUS HERBAL PHYTO-RX SMOOTH SKIN ANTI AGEING

LOTUS HERBAL WHITE GLOW SKIN WHITENING AND

LOTUS HERBALS MAXLASH BOTANICAL MASCARA

LOTUS HERBAL NUTRAMOIST SKIN RENEWAL DAILY

QUES 4:-Factors that influence the customers

TOTAL 100 100%

QUES5:-Where did you search information

TOTAL 100 100%

QUES 6:-Did you are satisfied with the price of

TOTAL 100 100%

QUES7:-From where do you purchase your

40% DISTRIBUTION OUTLET

QUES8:-Customer who are satisfied by the

QUES 9:-Important factors that are consider

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