RESEARCH PROJECT ON

A STUDY ON CUSTOMER SATISFACTION FOR

JOHNSON AND JOHNSON BABY HEALTHCARE
PRODUCTS IN WEST DELHI.

Submitted in partial fulfillment of the requirements

for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION

To
Guru Gobind Singh Indraprastha University, Delhi

SUBMITTED TO: SUBMITTED BY

Dr Preeti Vats Saloni Kumari
Assistant Professor BBA3rd SEM
00496701721

Session 2021-2024
KAMAL INSTITUTE OF HIGHER EDUCATION AND ADVANCE TECHNIOLOGY
(Affiliated to Guru Gobind Singh Indraprastha University)
K-1 Extension, Mohan Garden, New Delhi-110059

1
 CERTIFICATE

This is to certify that project title “A STUDY ON CUSTOMER

SATISFACTION FOR JOHNSON AND JOHNSON BABY
HEALTHCARE PRODUCTS” is the original work of SALONI KUMARI
(00496701721) student of BBA 3rd Semester and has duly completed her
project under my guidance and supervision up to my satisfactory level.

This work has been done in partial fulfilment of the requirement for the award
of the degree of Bachelor of Commerce from Kamal Institute of Higher
Education and Advance Technology, GGSIPU and has not been submitted
anywhere in any other university for the award of any degree.

Dr Preeti Vats
Assistant Professor
KIHEAT

2
 DECLARATION

This is to certify that I have completed the Research Project Report

titled on “A STUDY ON CUSTOMER SATISFACTION FOR JOHNSON
AND JOHNSON BABY HEALTHCARE PRODUCTS” under the
guidance of “Dr Preeti Vats” in partial fulfilment of the requirement
for the award of degree of bachelor in commerce (honour) at Kamal
Institute of Higher Education and Advance Technology, Delhi. This is
an original piece of work and I have not submitted it earlier
elsewhere.

Place: Delhi Candidate’s Signature

Date: SALONI KUMARI

00496701721

Countersigned

Dr Preeti Vats

(Assistant Professor) Dr Anudeep Arora

Director of KIHEAT

3
 ACKNOELEDGEMENT
I wish to express my sincere gratitude to all those with whom I
worked and whose thoughts and inspection contributed towards the
completion of this project.

This project would not have started and much less completed
without the encouragement and support of my faculty guide Dr
Preeti Vats without whose valuable insights the project would
not have seen daylight.

Finally, I would also like to thank all my dear friends for their
kind cooperation, advice and encouragement during the long and
arduous task of preparing this report and carrying out the project.

At last but not the least, I would like to acknowledge my dear

family members whose blessings, inspiration and encouragement
have resulted in the successful completion of the project.

SALONI KUMARI Dr Preeti Vats

00496701721 (Internal Guide)

BBA 3rd Semester

4
 TABLE OF CONTENTS
S. NO TOPIC PAGE NO.

1 Chapter-1 INTRODUCTION 6

1.1 Introduction about topic 7-8

1.2 Introduction of Johnson & Johnson baby 9

healthcare products
1.3 Products of Johnson baby healthcare products 10-12
1.4 History of Johnson & Johnson 13-16
1.5 Financial Aspects 17
2 CHAPTER – 2 LITERATURE REVIEW 18
2.1 Literature review 19-21
3 Chapter-3 RESEARCH 22

METHODOLOGY
3.1 Meaning of research 23

3.2 Objective of the study 23

3.3 Scope 24

3.4 Need for the study 25

3.5 Research methodology 26

3.6 Data collection method 27-28

4 Chapter-4 DATA ANALYSIS AND 29

INTERPRETATION
4.1 Data Analysis 30-31

4.2 Findings of the study based on questionnaire 32-39

5 Chapter-5 FINDINGS & CONCLUSION 40

5.1 Findings 41
5.2 Suggestions 42
5.3 Conclusion 43
6 BIBLIOGRAPHY 44

7 ANNEXURE 45-48

5
 CHAPTER-1
INTRODUCTION

6
 INTRODUCTION

Consumer behaviour is the study of how individual customers, teams or

organizations choose, buy, use, and dispose of ideas, goods, and services
to satisfy their needs and wants. It refers to the actions of the customers
within the marketplace and therefore the underlying motives for those
actions. Marketers expect that by understanding what causes the
customers to shop for specific products and services, they're going to be
ready to confirm that product square measure required within the
marketplace, which are obsolete, and the best way to give the products
to the customers. The study of shopper behaviour assumes that the
customers square measure actors within the marketplace. The
perspective of role theory assumes that customers play numerous roles
within the marketplace. Starting from the data supplier, from the user to
the remunerator and to the disposer, consumers play these roles in the
decision process. The roles conjointly vary in numerous consumption
situations; as an example, a mother plays the role of associate influencer
in a very child’s purchase method, whereas she plays the role of a
disposer for the product consumed by the family. In literature
antecedents of satisfaction are studied from different aspects. The
considerations extend from psychological to physical and from
normative to positive aspects. However, in most of the cases the
consideration is focused on two basic constructs as customers’
expectations prior to purchase or use of a product and his relative
perception of the performance of that product after using it.

A customer's expectations about a product tell us how he or she

anticipates how that product will perform. As it is suggested in the
literature, consumers may have various "types" of expectations when
forming opinions about a product's anticipated performance. For
example, four types of expectations are identified by Miller (1977): ideal,
expected, minimum tolerable, and desirable. While, Day (1977)
indicated among expectations, the ones that are about the costs, the
product nature, the efforts in obtaining benefits and lastly expectations
of social values. Perceived product performance is considered as an
7
important construct due to its ability to allow making comparisons with
the expectations.
It is considered that customers judge products on a limited set of norms
and attributes. Olshavsky and Miller (1972) and Olson and Dover (1976)
designed their research to manipulate actual product performance, and
their aim was to find out how perceived performance ratings were
influenced by expectations. These studies took out the discussions about
explaining the differences between expectations and perceived
performance."

In some research studies, scholars have been able to establish that

customer satisfaction has a strong emotional, i.e., effective, component.
Still others show that the cognitive and affective components of customer
satisfaction reciprocally influence each other over time to determine
overall satisfaction.

Especially for durable goods that are consumed over time, there is value
to taking a dynamic perspective on customer satisfaction. Within a
dynamic perspective, customer satisfaction can evolve over time as
customers repeatedly use a product or interact with a service. The
satisfaction experienced with each interaction (transactional satisfaction)
can influence the overall, cumulative satisfaction. Scholars showed that
it is not just overall customer satisfaction, but also customer loyalty that
evolves over time.

8
Introduction of Johnson & Johnson baby healthcare products

Johnson's Baby Powder was an invention of Dr. Frederick B. Kilmer,

company's first director of scientific affairs. In 1892 he got a letter from a
physician noting that patient suffered skin irritations after using medicated
plasters. Kilmer suggested to use scented Italian talcum powder to mitigate
the irritation and sent a can to the doctor.
Baby Powder debuted in 1893 and went to the market in 1894. The earliest
Baby Powder was in a yellow and red tin with a label "For Toilet and
Nursery”.
According to Robert Shook, sanitary napkins were included in the young
mother's kit but never considered a separate product until customers asked
the company for it.
In 1893 the talc was packaged in a box that was originally distributed to
midwives and given to mothers following childbirth. The mothers liked it so
much, the company started to sell it in drugstores. Also in the midwife's box
were twelve sanitary napkins. Prior to this, there was no such product
available to purchase. After the company received hundreds of letter from
women wanting to know where they could buy these products, the company
started to manufacture them – the first company to make sanitary napkins in
the United States.
The first baby to appear on Johnson's Baby powder label was Mary Lea
Johnson Richards, granddaughter of Robert Wood Johnson I (co-founder
of Johnson & Johnson).
Johnson's Baby Powder has a particular scent that for many Americans is
associated with the smell of the baby itself. According to Johnson &
Johnson's representative Fred Tewell, baby powderscented cleaning products
became almost a standard not only to cosmetics, but to diapers as well.

9
 Products of Johnson & Johnson baby healthcare products

Johnson's Baby Cream (1921)

Johnson's Baby cream was introduced in 1921.

The Gift Box (1921)

According to Margaret Gurowitz, Johnson & Johnson's corporate historian, in 1921 the company
released its first "Baby Gift Box" that contained small packages of Baby Powder, Baby Cream and Baby
Soap and "was designed as a small gift that people could take when visiting a family with a new baby".

Johnson's Baby oil (1938)

Introduced in 1938 Johnson's Baby massage oil was heavily advertised nationwide ("Life" magazine)
since 1943 as a complementary product to Baby Powder.

Johnson's Baby Lotion (1942)

Often referred as the "Pink Brand" (after the color of the bottle), Johnson's Baby Lotion appeared in
1942.

Johnson's Baby Shampoo (1953)

10
"No More Tears" Johnson's Baby shampoo advertising from the "Family Circle" magazine (1956)
"No More Tears" shampoo was introduced in 1953.

No More Tangles (1971)

"No More Tangles" shampoo (named after popular "No More Tears" shampoo) debuted in 1971. Book
publishing (1976)
In 1976 the brand entered publishing business with the book "Infant development program: birth-12 months" by
Richard A. Chase, followed by "The First wondrous year: you and your baby" (1979) by Chase and Richard R.
Rubin.

Johnson's Baby Wipes (1980)

Johnson's baby wipes appeared in 1980 as Johnson's Baby Wash Cloths.
The product was renamed "wipes" sometime during 90s (the product has already been present as early as 1990).
Sun Screen (1991)
Sun screen was introduced in Spring 1991.

Head-To-Toe Cleanser (1997)

Head-To-Toe Ultra mild cleanser was introduced in 1997.

11
 Bedtime range (2000)
Bedtime Bath introduced in 2000 was the first of products later known as Johnson’s Baby Bedtime range with
four products (Bedtime Bath, Bedtime Lotion, Bedtime Wash and Bedtime Oil) that contain lavender and
camomile.

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HISTORY OF JOHNSON & JOHNSON

In 1886, 3 brothers Henry Martyn Robert Wood Johnson, James Wood

Johnson and Edward Mead Johnson began the corporation, Johnson &
Johnson, in New Brunswick, New Jersey within the us. It’s aforesaid that
the Johnson brothers were impressed to begin the business so as to form
a line of ready-to use surgical dressings, once hearing a speech by
antiseptic advocate Joseph Lister, in 1885. Robert Wood Johnson served
because the initial president the corporation became incorporated in 1887
and throughout the nineteenth century, Henry Martyn Robert worked to
enhance sanitation practices. “It’s aforesaid that the Johnson brothers
were impressed to begin the business so as to form a line of readyto-use
surgical dressings…” A year later, J&J pioneered the first commercial
first aid kits, which were initially designed to help railroad workers, but
soon became the standard practice in treating injuries.
In 1894, J&J’s heritage baby business began, by the launch of maternity
kits. These kits had the aim of constructing a birth safer for mother and
babies. JOHNSON’s powder conjointly went on sale throughout this
year and was an extraordinarily triple crown. Robert Wood’s
granddaughter, Mary Lea, was the first baby to be used on the baby
powder label. The complete dates back to 1893 once Johnson's powder
was introduced. Product line consists of powder, shampoos, body lotions,
massage oil, shower gels and baby wipes. The brand has a reputation for
making baby products that are "exceptionally pure and safe" since at
least the 1980s. Johnson & Johnson is an American multinational
corporation founded in 1886 that develops medical devices,
pharmaceutical and consumer packaged goods. Its common stock is a
component of the Dow Jones Industrial Average and the company is
ranked No. 37 on the 2018 Fortune 500 list of the largest United States
corporations by total revenue. J&J is one of the world's most valuable
companies.
Johnson & Johnson is headquartered in New Brunswick, New Jersey, the
consumer division being located in Skillman, New Jersey. The
13
corporation includes some 250 subsidiary companies with operations in
60 countries and products sold in over 175 countries. Johnson & Johnson
had worldwide sales of $70.1 billion during calendar year 2015.[4]
Johnson & Johnson's brands include numerous household names of
medications and first aid supplies. Among its well-known consumer
products are the Band-Aid Brand line of bandages, Tylenol medications,
Johnson's Baby products, Neutrogena skin and beauty products, Clean &
Clear facial wash and Acuvue contact lenses.

2010 onwards
In October 2010, J&J acquired Crucell for $2.4 billion and will operate
as the Centre for vaccines, within the wider Johnson & Johnson
pharmaceuticals group.

In November 2015, Biosense Webster, Inc. acquired Coherex, Medical

Inc. expanding the company’s range of treatment options for patients

with atrial fibrillation

In July 2016, J&J announced its intention to acquire the privately held
company, Vogue International LLC, boosting Johnson & Johnson
Consumer Inc. In September of the same year, J&J announced it would
acquire Abbott Medical Optics from Abbott Laboratories for $4.325
billion, adding the new division into Johnson & Johnson Vision Care,
Inc.

In January 2017, J&J fought off competition from Sanofi to acquire

Swiss drugmaker Actelion. Later in the month J&J announced a $30
billion deal, the largest ever pursued by the company to purchase the
Swiss company Actelion and to spin off its research and development
unit, into a separate legal entity In March, the company declared its
14
tender offer for Swiss biotechnology company Actelion successful on
Friday, reporting that Janssen Holding GmbH controlled 77.2 percent of
the voting rights after the main offer period, equating to 83,195,346
Actelion shares. In keeping with earlier agreements, the company
announced its intention to delist Actelion, while creating the Swissbased
biopharmaceutical company, Idorsia Ltd. J&J will control 16% of
Idorsia, with the ability to raise their stake to 32% through convertible
notes.

In July 2017, Johnson & Johnson Vision Care, Inc announced that its
Abbott Medical Optics subsidiary would acquire Tear Science, who
recently received U.S. Food and Drug Administration (FDA) approval
for an office-based approach to imaging meibomian glands and treating
meibomian gland dysfunction.[103] In September, the company acquired
subscription-based contact lens startup Sight box.

In March 2018, the company announced that LifeScan, Inc. would be

sold off to Platinum Equity for around $2.1 billion.[105] In September
of the same year Johnson & Johnson Medical GmbH acquired Emerging
Implant Technologies GmbH, manufacturer of 3D-printed titanium
interbody implants for spinal fusion surgery.

In March 2019 the FDA approved esketamine for the treatment of severe
depression, which is marketed as Spravato by Janssen Pharmaceuticals.

In 2019, Johnson & Johnson announced the release of photochromic

contact lenses. The lenses adjust to sunlight and help eyes recover from
bright light exposure faster. The lenses contain a photochromic additive
that adapts visible light amounts filtered to the eyes and are the first to
use such additives.
15
In August 2020, it was announced that Johnson & Johnson is set to buy
the biotech company Momenta Pharmaceuticals for $6.5 billion. In a
statement, Johnson & Johnson said, "The acquisition was driven by the
significant opportunity seen in nipocalimab, along with the scientific
capability Janssen is acquiring with the Momenta team."

16
 FINANCIAL ASPECT
This statistic shows the global total sales of Johnson & Johnson from 2005
to 2021. Johnson & Johnson is a multinational company, specialized in
pharmaceuticals, medical devices, and consumer goods. The company is
headquartered in New Brunswick, New Jersey. In 2021, Johnson & Johnson's
generated approximately 94 billion U.S. dollars in sales.

17
 CHAPTER -2
LITERATURE REVIEW

18
 LITERATURE REVIEW

Children’s tub products are typically marketed as safe and delicate.

However, laboratory tests commissioned by the Campaign for Safe
Cosmetics found these products are normally contaminated with methanol
or one.4-dioxane and, in several cases, both. These 2 chemicals, linked to
cancer and skin allergies, are anything but safe and gentle and are
completely unregulated in children’s bath products.
The Food and Drug Administration (FDA) oversees the security of
nonpublic care products within the U.S., however lacks basic authority
required to make sure that products are literally safe. The FDA cannot need
corporations to check products for safety before they're oversubscribed,
doesn't consistently review the security of ingredients and doesn't set limits
for common, harmful contaminants in products. The FDA conjointly doesn't
need contaminants to be listed on product ingredient labels.1 As a result;
customers haven't any manner of knowing if their product contains toxic
contaminants. This report is the first to document the widespread
contamination of children’s products with methanol and one.4-dioxane.
Environmental Protection Agency (EPA), 1,4-dioxane may be a probable
matter.2 The federal Consumer Product Safety Commission states that “the
presence of 1,4dioxane, even as a trace contaminant, is cause for concern.”3
19
1.4-dioxane may be a by-product of a chemical process technique referred
to as ethoxylation during which cosmetic ingredients are processed with
ethane chemical compound. Manufacturers will simply take away the toxic
by-product, however aren't needed by law to try and do so. Formaldehyde
may be a probable matter, according to the EPA,4 though the risk of cancer
from absorption through the skin is not fully understood.5 The chemical can
also trigger adverse skin reactions in youngsters and adults World Health
Organization are sensitive to the chemical.6-9 dermatitis specialists
advocate that youngsters avoid exposure to product containing methanol.10
methanol contaminates aid product once common preservatives, such as
Quaternium-15, release formaldehyde over time in the container. None of
the product tested list methanol or one, 4dioxane on the ingredient label.
They are not ingredients within the product, but are toxic by-products of
chemical manufacturing and product formulation. To better understand the
extent of the problem. The Campaign for Safe Cosmetics and its partner,
Environmental social unit sent samples of well-liked children’s tub products
to Analytical Sciences, an independent laboratory in Petaluma, Calif., to be
tested. The products chosen for testing contained ingredients commonly
associated with 1,4dioxane or formaldehyde contamination.11 Executive
Summary 61% of the children’s bath products tested for this report
contained both formaldehyde and 1,4-dioxane.
We tested 48 products for 1,4-dioxane. From that batch, we also tested
28 of those products for formaldehyde. Highlights of results from the
freelance laboratory tests include: Multiple Contaminants:
17 out of 28 products tested (61%) contained both formaldehyde and
1,4dioxane.

Popular products that contained both contaminants include: Johnson’s Baby

Shampoo, Sesame Street Bubble Bath, Grins & Giggles Milk & Honey Baby
Wash and Huggies Naturally Refreshing Cucumber & Green Tea Baby
Wash. Formaldehyde:
23 out of 28 products tested (82%) contained formaldehyde at levels
ranging from 54 to 610 parts per million (ppm).
20
Campaign for Safe Cosmetics and David Steinman, author of The Safe
Shopper’s Bible: A Consumer’s Guide to Nontoxic Household Products,
Cosmetics and Food, documented that 18 bath products tested contained
the contamination one, 4dioxane.33 In 2008 the Organic shopper
Association and Steinman tested ninety nine aid product within the
natural product sector for one,4-dioxane and located that just about 1/2
them were contaminated with the chemical.

21
CHAPTER – 3 RESEARCH METHODOLOGY

22
MEANING OF RESEARCH
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.
The scope of research methodology is wider than that of research methods.
When we talk of research methodology we not only talk of research methods
but also consider the logic behind the methods we use in the context of our
research study and explain why we are using a particular method or
technique.

OBJECTIVE OF THE STUDY

• To identify the acceptance level of Johnson & Johnsons Baby

lotion.

• To study the STP the company follows. It also studies the usage
rate of the product.

• To study what percentage of people using competitor products.

• To study what other products in the Baby health care product
division that people tend to purchase.

• To study the features of the product that appeal to the customer.

23
 SCOPE

This project is based on consumer behaviours towards Johnson’s baby product.

Parents were taken into consideration:

• It includes customer satisfaction, preferences and suggestions

towards baby cosmetics in Pankha Road and New Delhi. So the
scope of study is limited to Pankha Road, West Delhi only.
• This is a realistic source directly collected from the customers
i.e. parents.

24
 NEED OF THE STUDY

Over the years, research has been done in different service sectors to
find out the drivers of customer satisfaction with respect to product
quality of Johnson and Johnson products.

To survive in a competitive market and make the necessary

improvements in the service quality and feature trend and
comparison on is a need for study.

25
 RESEARCH METHODOLOGY

Research is the systematic process of collecting and analysing information

(data) in order to increase our understanding of the phenomenon about which
we are concerned or interested. Research is a common parlance that refers to
a search for knowledge. The urge to understand things may be rightly termed
as research, in other words we can also refer to research as a scientific and
systematic search of pertinent information on a specific topic. The concept of
research is thus closely linked with human endeavour for better
understanding of evolution, environment and growth through diverse stages
of human history.

Research therefore, has been an integral part of academic pursuits in the past.
It has served two fold purposes, intellectual sharpening and evolving new
theories to explain diverse phenomena through which mankind survived with
the progress of the modern era.

Human Curiosity has led to understanding his environment from different

angles. This process of studying this awareness of man manifested in a
process known as research.

RESEARCH DESIGN DESCRIPTIVE RESEARCH

Descriptive Research is a fact finding investigation which is aimed at

describing the characteristics of an individual, situation or a group (or)
describing the state of affairs as it exists at present. The type of research
method used is descriptive. The aim of descriptive research is to verify
formulated hypotheses that refer to the present situation in order to elucidate
it. Descriptive research is used because the research is primarily concerned

26
with describing the nature and conditions and degree in detail of the present
situation.

DATA SOURCES

In present study both primary as well as secondary data is used, which helps
in identifying the customer satisfaction towards Johnson & Johnson baby
healthcare products

PRIMARY DATA

The primary data for the study will be collected by means of a structured
questionnaire and will be distributed personally to the 100 respondents to get
their responses.

SECONDARY DATA

The secondary data will be collected from company websites, lounge books,
referrals, internet browsing, Journals.

DESIGN OF QUESTIONNAIRE

The questionnaire will be designed to collect the data to keep in view the
objective of the study. It will be mostly closed ended and open ended short
questions for the convenience of respondents.

SAMPLING PLAN

Sampling is that part of statistical practice concerned with the selection of a

subset of individual observations within a population of individuals intended
to yield some knowledge about the population of concern, especially for the
purposes of making predictions based on statistical inference.

27
Sampling Method: Convenience Sampling

Convenience sampling procedure was adopted for selecting respondents.

Samples will be collected by survey method and the response of 100
respondents will be considered for analysis of data & interpretation.

Sampling Unit: The sampling unit will be customers who will shop in the
Healthcare store or the similar store.

Sample Size: Sample size will be taken as 100 respondents with respondents
from inside and outside the healthcare store.

28
 CHAPTER- 4
DATA ANALYSIS AND
INTERPRETATION

29
 Data Analysis
Data collection is the systematic recording of information; data
analysis involves working to uncover patterns and trends in data
sets; data interpretation involves explaining those patterns and
trends.
Analysing survey data is an important and exciting step in the survey
process. It is the time that you may reveal important facts about your
customers, uncover trends that you might not otherwise have known
existed, or provide irrefutable facts to support your plans. By doing
in- depth data comparisons, you can begin to identify relationships
between various data that will help you understand more about your
respondents, and guide you towards better decisions. Here data
collected on the basis of a questionnaire survey on customer
satisfaction on organized retail outlets is on Reliance in Bangalore.

Walter H De Vries, Zeithaml and Berry and Cronin and Taylor

(2001). They conducted a study on Quality of services by considering
its various dimensions like reliability, availability, performance,
serviceability, reputation, competent staff, responsiveness and
courtesy, technical facilities, operational facilities, technical
procedure and communication. In contrast “Universal dimensions
determining” the quality of services as received by customers is
tangibility, responsiveness, assurance and empathy
Cronin and Taylor (1992) the conceptualization of service quality as
a gap between expectations and performance is inadequate. The
research points out the confusion is pertaining to literature over the
relationship between service quality and customer satisfaction.
30
According to that research, the concept of service quality should be
the customer's attitude towards the service, since the concept of
satisfaction is defined as a gap between expectations and
performance or disconfirmation of expectations

31
 STUDY BASED ON QUESTIONNAIRE

Q1. Age group?

According to research, the majority of people at the age of 35 and above

were easily able to respond to the answers of the questionnaire.

Q2. Generic role?

32
According to data analysis, household work respondents are more
concerned towards the health care products.
Q3. Do you use the customer's health care products?

Ye
N

According to research 95% of the customers use the health care products.

Q4. Do you use health care products specifically for babies?

According to research, overall 80% of the respondents agreed that they

prefer to use health care products especially for babies Q5. Which of the
following baby health care products are you aware of?

33
According to research, 30% of the respondents are aware of Salvon and
Johnson & Johnson health care products whereas 25% and 10% are aware
of the Pears and Daycare products respectively and the remaining 5%
others.

Q6. What are the products of Johnson & Johnson you use for babies very
frequently?

According to research,
mostly Baby shampoo and Nappies’ products of Johnson & Johnson
brand are used by the respondents at 40% and 30% respectively.
Q7. How often do you make use of this product?

34
According to research, 50% of the respondents use the Johnson &
Johnson products on a daily basis.

Q8. Your monthly expenditure for baby healthcare products {in Rs}?

According to research, 50% of respondents {800-1 k} spend on baby

products whereas 40% of the respondents {600-800 k} spend on baby
products.
Q9. For what reason do you make use of baby healthcare products?

35
According to research, 45% of respondents use the products for fairness
whereas 25% and 15% of the respondents use the products for
cleanliness and freshness respectively and remaining 5% both for general
reasons and skin repair.

Q10. What features of the following baby healthcare products appeal to

you for making a purchase?

According to research, 40% of respondents use the products because of

brand name, 20% respondents look up to products' price, 25% of the
respondents look for the quality of the products whereas 5% and 10%
respondents use the products due to awareness and advertisement
respectively

36
Q11.What feature of baby healthcare products motivates you to make the
purchase?

According to research, 30% of the respondents are motivated to use the

baby product because it leaves the baby‘s skin comfortable protection
being provided.

Q12. How do you scale your baby healthcare products in quality?

According to research, overall 70% of the respondents have scaled the

product at good quality with 35% at good and 35% at very good both.

37
Q13.How is the packaging of Johnson & Johnson baby healthcare
products?

According to data analysis, 50% of the respondents are satisfied with

packaging of the products whereas 20% of the respondents are not
satisfied.

Q14.How do you scale your baby healthcare products in terms of prices?

According to research, the majority of the respondents have scaled the

price of the products at a high level.

Q15.What are your expectations from Johnson & Johnson?

38
According to research, the majority of the respondents expect more
improvement in quality of the products as well as concern towards the
prices of the products.

39
 CHAPTER-5

FINDINGS & CONCLUSION

40
 FINDINGS

In the survey, interviews and study conducted above, I came across many
factors that influence the consumers’ satisfaction on Johnson and Johnson,
and their subsequent shopping and buying decisions. Here, I present the
findings gathered and the suggestions I offer to companies based on the
data gathered and analysed.

• Almost 70% people were easily able to respond to the questions of

the questionnaire.
• Household work respondents (approx. 50%) are more concerned
towards the health care products.
• Johnson and Johnson products are more popular in the market for
babies.
• Mostly Baby shampoo and Nappies’ products of Johnson &
Johnson brand are used by the respondents at 40% and 30%
respectively.
• 50% of the respondents use the Johnson & Johnson products on a
daily basis.
• 45% of respondents use the products for fairness whereas 25% and
15% of the respondents use the products for cleanliness and
freshness respectively and remaining 5% both for general reasons
and skin repair.
• 40% of respondents use the products because of brand name, 20%
respondents look up to products’ price, 25% of the respondents
look for the quality of the products whereas 5% and 10%
respondents use the products due to awareness and advertisement
respectively

41
 SUGGESTIONS

• Cleanliness and hygiene should be maintained regularly.

• Proper training should be provided to sales people so that they can deal
with the customer efficiently and demonstrate about the products.

• Various schemes and festival offers, cash discounts on bulk purchase can
be provided to attract new customers.

• Providing credit facilities to loyal customers increases sales volume.

• Quality and variety of the products should be up to the mark.

42
 CONCLUSION

In this study, the researcher has made an attempt to study the brand preference
and satisfaction of Johnson's baby lotion. Parents’ have been approached and
obtained data for analysis. If the above said suggestions are implemented by
the manufactures, the quality will be improved and thereby consumer
satisfaction towards Johnson’s baby Shampoo. In conclusion, from the outset
of this research project the above steps will be taken in order to achieve a
desired result. From the research it was evident that not enough research has
been taken into account for the human responses that occur with any person
when buying Of Johnson baby product. Once all data is collected from the
relevant participants then this is reviewed and analyzed for the appropriate
section of research. It is clearly understood that the sales of Johnson and
Johnson are affected due to the toxic substance contained in it. It is
understood that consumer behavior towards Johnson babies has changed. The
reasons behind are many but the main reason is the quality of the product and
report revealed inclusive of toxic chemicals in Johnson baby products.

43
 BIBLIOGRAPHY

• https://en.wikipedia.org/wiki/Johnson_%26_Johnson
• https://www.jnj.in/
• https://www.macrotrends.net/stocks/charts/JNJ/johnson-johnson/financial-statements
• https://www.annualreports.com/Company/johnson-johnson
• https://www.wikidata.org/wiki/Q333718
• "Peril of City Factories". Daily Home News. New Brunswick, N.J. March 28, 1911
• https://www.sdmimd.ac.in/SDMRCMS/cases/CIM2013/5.pdfhttps://www.sdmimd.ac.in/SD
MRCMS/cases/CIM2013/5.pdf

BOOKS:

• P. Saravana El, “Research Methodology”, Publication Ketan Mahal, Allahabad, 2005.

• C. R. Kothari, “Research Methodology”, New Age International Publishers, 2004.

44
 ANNEXURE

Name: - ______________________________________________________

1. Age
A. 15-20years [ ]
B. 20-25 years [] C. 25-30 years []
D. 30-35 years [ ]
E. 35 years or above [ ]

2. Generic role
A. Household work [ ]
B. Employed [ ]
C. Self-employed [ ]

3. Do you use customer health care products?

A. Yes [ ]
B. No [ ]
4. Do you use health care products specifically for babies?

A. Definitely yes [ ]
B. Yes [ ]
C. Sometimes [ ] D. No []
E. Definitely no [ ]
5. Which of the following baby health care products are you aware of?

A. Savlon [ ]
B. Johnson & Johnson [ ]
C. Daycare [ ]
45
 D. Pears [ ]
E. Other [ ] 6. What are the products of Johnson & Johnson you
use for baby very frequently?

A. Nappies [ ]
B. Baby lotion [ ]
C. Baby shampoo [ ]
D. Baby soap [ ]
E. Baby anti rash cream [ ]
7. How often do you make use of this product?
A. Everyday [ ]
B. Once a week [ ]
C. 2-3 times a week [ ]
D. 3-4 times a week [ ]
E. 4-5 times a month [ ]
8. Your monthly expenditure for baby healthcare products(in Rs)?

A. 600-800 [ ]
B. 800-1000 [ ]
C. 1000-1200 [ ]
D. 1200-1500 [ ]
E. 1500 or above [ ]
9. For what reason do you make use of baby healthcare products?

A. General [ ]
B. Freshness [ ]
C. Cleanliness [ ]
D. Fairness [ ]
E. Skin repair [ ]
10. What features of the following baby healthcare products appeal to you for
making a purchase?
46
 A. Brand [ ]
B. Price [ ]
C. Quality availability [ ]
D. Awareness [ ]
E. Advertisement [ ]
11. What
features of baby healthcare products motivates you to make the
purchase?

A. pH Balanced & Hypoallergenic [ ]

B. Helps absorb excess moisture [ ]
C. Leaves baby's skin comfortable [ ]
D. Leaves baby's skin dry [ ]
E.

F. Other []
12. How do you scale your baby healthcare products in quality?

A. Very poor [ ]
B. Poor [ ]
C. Average [ ]
D. Good [ ]
E. Very good [ ]
13. How is the packaging of Johnson & Johnson baby healthcare products?

A. Low [ ]

B. Average [ ]

C. High [ ]
14. How do you scale your baby healthcare products in terms of price?

A. Very poor [ ]
B. Poor [ ]
47
 C. Average [ ]
D. Good [ ] E. Very good [ ]
15. What are your expectations from Johnson & Johnson?

A. Reduce price [ ]
B. Increase quality [ ]
C. Focus on packaging [ ]
D. Increase quantity [ ]
E. Others [ ]

48
49