A Satisfaction towards Packaged Drinking Water.pdf

IRJBM – (www.irjbm.org ) Volume No – X December - 2017 Issue – 14 Page 1
© Global Wisdom Research Publications – All Rights Reserved.
A Study on Consumer’s Satisfaction towards Packaged Drinking Water with
Reference to Coimbatore City
S.Selvi
Assistant Professor, Department of B.Com - (CA),KG College of Arts and Science
Coimbatore, Tamil Nadu – South India
Abstract
This study is undertaken to analyze the usage of consumer towards Hindu newspaper and also their
satisfaction. The study gives a brief description of the people’s opinion about the satisfaction towards
packaged drinking water. The survey was based on a formal interview with the customers directly, and
responses are collected through Questionnaire. The sample size for this study is only 150 respondents
and the area selected to do this study is Coimbatore city. Here snowball sampling method was adopted
to conduct the survey. The main aim of this study is to find the level of consumer’s satisfaction and
suggested them to improve the Quality of websites and overall satisfaction. The data used for the study
is primary and secondary. It is collected from the respondents by issuing questionnaires and analyzed
their opinion.
Keywords: Consumer satisfaction, Drinking water, Coimbatore city
INTRODUCTION
In 2004, the world consumption of bottled water reached 154 billion liters (41 billion gallons), and
americans alone consumed 26 billion liters (arnold, 2006). Since then, the demand for bottled water
has been increasing, even in places where tap water is safe to drink (emily & janet, 2006). Consumers
choose to drink bottled water for several reasons. In many cases, it is because the consumers think
bottled water tastes better than tap water, which they think is a sign for better quality. Furthermore,
consumers are very health conscious, so they perceive bottled water as safer and of better quality
(ferrier, 2001). The increasing usage of bottled water represents a change in ways of life, for example,
the increasing urbanization deteriorates the quality of tap water, but at the same time, the increasing
standard of living enables people to drive far and bring home heavy and expensive bottled water. The
last 7 percent chose bottled water for other reasons such as taste and convenience (olson, 1999). This
study shows that a leading reason for the explosion in bottled water consumption is people’s
perception of bottled water as purer and 2 healthier. And this is largely caused by the heavy industry
advertisement of bottled water being pure and pristine, and is healthier than tap water. This study aims
to expand on the previous findings on the factors including impersonal and interpersonal experience,
demographics and physical locations, with focus on impersonal and interpersonal sources (usually
comprising family members and friends), education and physical location. This study is accomplished
by surveying groups of people under the age of thirty from different environmental background, then
comparing their behaviors etc.
OBJECTIVES OF THE STUDY
 To identify the customer awareness about packaged drinking water
 To analyze the factors that influence to choose their respective packaged drinking water.
 To find out the problems faced by the uses.
 To identify the level of customer satisfaction towards packaged drinking water.
LIMITATIONS OF THE STUDY
 The results and findings are based on the opinion of the respondents.
 The sample size has been restricted to 150
 The respondents’ views and opinions may hold good for the time being and may vary in future.

RESEARCH METHODOLOGY
Methodology is a way of systematically solving a research problem. It may be understood as science
of studying how research is done scientifically. It explains various steps that are generally adopted by
researches in studying the research problem.
Sources of data: The data was collected directly from the respondents through the questionnaires
secondary data was also collected from journal, magazines & websites.
Sampling design: 150 respondents were selected for the study.
Study area: The area selected for the study is Coimbatore city
Tools used: The following tools were used to analyze and interpret.
 Simple percentage analysis
 Rank analysis
REVIEW OF LITERATURE
Miguel De França Doria(1996) from his study it reveals that a better understanding of the processes
that influence public perception can contribute to improvements in water management, consumer
services, acceptability of water reuse and risk communication, among other areas. This paper discusses
some of the main variables involved in public perception of drinking water quality. Research on this
topic suggests that perceptions of water quality result from a complex interaction of diverse factors. In
many circumstances, the estimation of water quality is mostly influenced by organ oleptic properties,
in particular flavor. In addition, a variety of other factors also have an influence on perceptions of
quality. These include risk perception, attitudes towards water chemicals, contextual cues provided by
the supply system, familiarity with specific water properties, trust in suppliers, past problems attributed
to water quality and information provided by the mass media and interpersonal sources.
Dr. G.B. Karthikeyan and Mr. T.M.R Surya Vardh (2000) from their study it is found that the
failure of monsoon has highly thrift the common public to pressure water by large. The advent of
packaged drinking water has gained popularity in many of the corporate, living rooms and in flats.
Medical practitioners also suggest common public to drinking purified waters to ensure good physical
and mental health.
E. O. Ejechi (2007) it is concluded that the availability and safety of drinking water and the
environmental quality of life was investigated in five cities located in an oil-producing area of Nigeria
using questionnaire-based scales, discussion and laboratory tests. Polythene-packaged sachet water and
commercial and non-commercial private boreholes largely met the drinking water requirement of the
cities. Consumption of sachet water was high (14.0–20.0 points vs. 25.0 points) but regression analysis
indicated strong negative relationships with income group (β = −0.75, p < 0.005) and educational level
(β = −0.77, p < 0.005) of respondents (658). Private borehole water was prevalent (18.7–19.9 vs. 20.0)
while public water supplies were almost non-existent (4.8–5.6 vs. 20.0) in the cities.
Jia-yun han (2007) form his study it is revealed that the consumer satisfaction with drinking water
conducted by Taiwan water supply corp. are presented in this study. The study results show that
although a lot of money was invested to modify traditional treatment processes, over 60% of local
residents still avoided drinking tap water. Therefore, this study also evaluated the impacts on drinking
water tastes caused by variations in TDS concentrations, and assessed the need to issue more strict
drinking water quality standards. Furthermore, hardness was found to be inversely associated with
cardiovascular diseases and cancers, and complying with more strict standards would lead most water
facilities to invest billions of dollars to upgrade their treatment processes.
Kalaiselvi.S ( 2014) conducted a study on “Consumers’ Preference And Satisfaction Towards Amway
Nutrition Products” for this study focus on Today most of us lead hectic and sedentary lifestyle, have
poor eating habits and not having healthy meals, exposed to depleting environmental conditions
(Pollution), face stress at every stage and have various health problems. All of these people looking for
good health. Hence, the present study has been undertaken to find out customers’ preference of
Amway Nutrition Products by different customers’ in Coimbatore city. The present study reveals that
the consumers’ preference and satisfaction towards the products. They are mainly motivated by quality

of the products. The popularity of the brand also, one of the factors urged the consumers’ for their
purchase decision. Overall, it can be concluded that consumers’ are satisfied with the quality and
vitamin contents but they expect more on reasonable price
Company profile
Sabol: Colin sabol is svp & president of xylem's dewatering growth center, the global leader in
providing reliable, portable pumps for dewatering applications. The business operates in two distinct
models: rental services and equipment sales. Sabol is responsible for all aspects of this $700m+ global
enterprise which includes: 1,400 employees, 3 product development and engineering centers, 3
manufacturing sites, 150+ rental & sales branches and 100+ distributors. Previously sabol was svp,
chief strategy & growth officer at xylem, responsible for driving corporate strategy, technology
development, organic and inorganic growth across the global$4benterprise.
Bisleri: Is a brand of bottled water in India. Bisleri has 36% market share in packaged drinking water
in india. It is available in 8 pack sizes: 250ml cups, 250ml bottles, 500ml, 1 liter, 1.5 liter, 2 liter, 5
liter, and 20 liter. Their operation run throughout the subcontinent of India and is one of the leading
bottled water supplying companies in India. As of 23 October 2012, bisleri has 18 plants, 13
franchisees & 58 contract packers all over India.
Aquafina: Is a brand of purified bottled water products produced by Pepsico, consisting of both
unflavored and flavored water. The Aquafina brand name is also licensed for use on multiple skin care
products, including lip balm and wrinkle cream. It was first distributed in wichita, Kansas in 1994,
before becoming more widely sold across the united states, Spain, Canada, Lebanon, turkey, the GCC
countries, Iran, Egypt, Vietnam, Pakistan and India to compete with the coca-cola company's Dasani
and dr. Pepper snapple's deja blue. As of 2009, aquafina represented 13.4 percent of domestic bottled
water sales in the US, making it the number1bottled water brand as measured by retail sales. Its
primary competition includes aqua (Indonesia), aqua minerale (Greece), dasani (United States), aqua-
pura (United Kingdom) and aquasource (Australia).
Crystal clear: Is the leading brand of water in homes and offices nationwide. You'll notice it with
your first taste of crystal clear purified water --- absolutely fresh, crisp and great tasting. At crystal
clear, we know how important water to health, productivity, and quality of life. It is our mission to
provide you with a convenient and reliable source of hydration and well- being, to help you take better
care of yourself and your family every day. With over 500 branches to ready to serve you
nationwide, crystal clear is just a phone call away.
ANALYSIS AND INTERPRETATION
In this chapter, the analysis and interpretation of “a study on brand influence on packaged drinking
water” based on sample size of 150 respondents selected from Coimbatore city through a questionnaire
comprising of 19 questions presented. The collected data are classified and tabulated and further
followed statistical measures are also employed in fulfilling the objective of the study.
 Simple percentage analysis
 Rank analysis
Necessary hypothesis are framed and are carried out percentage analysis.
Percentage Analysis
The percentage analysis is usually employed in any study relating to social science to assess the
distribution of respondents under each classification. The distributions of the respondents are
expressed in percentage to facilitate comparison.

Table 1 – Age of the Respondents
S. No Particulars Respondents Percentage (%)
1 Below 20 54 36
2 20-30 56 37.33
3 30-40 20 13.33
4 Above- 40 20 13.34
Total 150 100
Interpretations: From above table shows that, (36%) of the respondents are below-20 years. (37.33%)
of the respondents are between 20-30 years. (22.33%) of the respondents are falls under 30-40 years.
(13.33%) of the respondents are 40 years& above. Therefore, it is concluded that most (37.33%) of
the respondents are under the age group of 20-30years
Table 2
Sources of awareness about packaged drinking water
Interpretations: From the above table shows that, (32.67%) of the respondents are aware through
friends. (29.33%) of the respondents are aware through advertisement. (10.67%) of the respondents are
relative (19.33%) of the respondents under personal intent& knowledge. (4.67%) of the respondents
are falls under the sources of other. Therefore, it is implied that most (32.67%) of the respondents are
aware through friends.
Table 3
Use of brand towards packaged drinking water
Interpretations: From the above table shows that, (8.67%) of the respondents are using the brand of
Sabol. (30.67%) of the respondents are using the brand of Bislery. (39.33%) of the respondents are
using the brand of Aquafina. (8%) of the respondents are using the brand of Cristal clear. (8.67%) of
the respondents are using the brand of penquin.4.67% of the respondents are using other brands.
Therefore, it is concluded that, most (39.33%) of the respondents are using the brand of Aquafina.
S. No Particulars Respondents Percentage %)
1 Friends 49 32.67
2 Advertisement 44 29.33
3 Relatives 16 10.67
4 Personal Intent & knowledge 29 19.33
5 Other 12 4.67
Total 150 100
1 Sabol 13 8.67
2 Bislery 46 30.67
3 Aquafina 59 39.33
4 Cristal clear 12 8.00
5 Penquin 13 8.67
6 Others 7 4.67
Total 150 100

Table 4 Mode of purchase
1 Grocery Shop 19 12.67
2 Department Shop 49 32.67
3 Cool Drink Shop 50 33.33
4 Hotel 23 15.33
5 Petty Shop 9 6.00
Total 150 100
Interpretations: From the above table shows that, (12.67%) of the respondents are purchase the water
bottle in Grocery shops. (32.67%) of the respondents are purchase the water bottle in department shop.
(33.33%) of the respondents are purchase water bottle in Cool drink shop. (15.33%) of the respondents
are purchase the water bottle in Hotel. (6%) of the respondents are purchase the water bottle in petty
shop. Therefore, it is implied that, most (33.33%) of the respondents are purchase the water bottle in
cool drink shop.
Table 5 Quantity purchased by the respondents
1 1 Liter 55 36.77
2 2 Liter 35 23.33
3 5 Liter 10 6.67
4 10 Liter 15 10
5 25 Liter 20 13.33
6 Above 25 Liter 15 10
Total 150 100
Interpretations: From the above table shows that, (36.77%) of the respondents are purchase the one
litter quantity. (23.33%) of the respondents are purchase two litter quantity. (6.67%) of the respondents
are purchase five litter quantity. (10%) of the respondents are purchase ten litter quantity. 13.33% of
the respondents are purchase Twenty five litter quantity. (10%) of the respondents are purchase above
Twenty five litter quantity. Therefore, it is concluded that most (36.77%) of the respondents are
purchase every time one litter quantity.
Table 6 Usage of particular brand
1 Below 12 month 59 39.33
2 1-2 years 51 34
3 Above 2 years 40 26.67
Total 150 100
Interpretations: From the above table shows that, (39.33%) of the respondents are using the brand
below 12 Month. (34.00%) of the respondents are using particular brand in 1-2 years. (26.67%) of the
respondents are using the particular brand in above 2 years. Therefore, it is implied that most (39.33%)
of the respondents are using particular brand below 12 month.

Table 7 Period of purchase of packaged drinking water
Interpretations: From the above table shows that, (22.00%) of the respondents are buy the water
bottle daily. (18.00%) of the respondents are buying the water bottle once in the 2 day. (22%) of the
respondents are buy the water bottle in once in week. (14.67%) of the respondents are buying the water
bottle occasionally. (23.33%) of the respondents are buy the water bottle in function time only.
Therefore, it is implied that most (23.33%) of the respondents are buy the water bottle in function time.
Table 8 Prefer any other brand:
1 Sabol 3 2.00
2 Bislery 59 39.33
3 Aquafina 52 34.67
4 Cristal clear 16 10.67
5 Penquin 5 3.33
6 Others 15 10.00
Total 150 100
Interpretations: From the above table shows that, (2%) of the respondents are non- availability
using their brand shift their into the brand sabol. (39.33%) of the respondents are shifting their brand to
Bislery. 34.67%of the respondents are shifting their brand to aquafina. (10.67%) of the respondents are
shifting their brand to penquin. (10%) of the respondents are shifting their brand to other brand.
Therefore, it is implied that, most (39.33%) of the respondents are shift their brand to Bislery.
Table 9 Problem facing by Respondents
1 Yes 36 24.00
2 No 114 76.00
Total 150 100
Interpretations: From the above table shows that, (24%) of the respondents are face problems
towards the packaged drinking water. (76%) of the respondents are feel that they had not faced any
problems. Therefore, it is implied that majority (76%) of the respondents are not facing any problem.
1 Daily 33 22
2 Once in the 2 day 27 18
3 Once in a week 33 22
4 Occasionally 22 14
5 Function time 35 23
Total 150 100

Table 10 Type of Problem
Interpretations: From the above the table shows that, (38.69%) of the respondents face the problem
in high price. 13.69% of the respondents face the problem in their product not- hygienic. (16.67%) of
the respondents are face the problem in non –availability of all time. (27.67%) of the respondents are
face the problem in different taste. (2.77%) of the respondents are facing the problem in low quality &
package leakage. Therefore, it is conclude that most (38.69%) of the respondents are face the problem
in high price.
Table 11 Satisfaction level towards Packaged Drinking Water:
1 Highly satisfaction 34 22.67
2 Satisfied 64 46
3 Normal 33 22
4 Dissatisfaction 14 9.33
Total 150 100
Interpretations: From the above table shows that, most (22.67%) of the respondents are highly
satisfied in packaged drinking water. (46%) of the respondents are satisfied in packaged drinking
water. (22%) of the respondents are normal satisfaction in packaged drinking water (9.33%) of the
respondents are dissatisfied in t packaged drinking water heir brand. No baddy can highly
dissatisfaction in packaged drinking water. Therefore, it is concluded that most (46.00%) of the
respondents are satisfied in packaged drinking water.
FINDING SUGGESTION& CONCLUSION
FINDING:
 Most (32.67%) of the respondents are aware through friends
 Most (39.33%) of the respondents are using the brand of Aquafina.
 Most (33.33%) of the respondents are purchase the water bottle in cool drink shop
 Most (36.77%) of the respondents are purchase every time one litter quantity.
 Most (39.33%) of the respondents are using particular brand below 12 month.
 Most 23.33% of the respondents are buy the water bottle in function time.
 Most (39.33%) of the respondents are shit their brand into Bislery.
 Majority (76%) of the respondents are not face any problem.
 Most (38.69%) of the respondents are face the problem in high price.
 Most (46.00%) of the respondents are satisfied in packaged drinking water.
S. No. Particulars Respondents Percentage
1 High price 14 38.89
2 Not hygienic 5 13.89
3 Non –availability of all time 6 16.67
4 Different taste 10 27.78
5 Low quality package leakage 1 2.77
Total 36 100

SUGGESTIONS:
 Company should launch brand awareness program for customers and retailers andshould keep
it on regular basis.2.
 The company should have to go for advertising campaigning through various Mediassuch as
newspapers, broachers, wall paintings, hoardings, media, website
 Company have to improve their after sale services.
 Company should have to more focus to their distribution channels and also should haveto
develop their transportation system with efficient staff.
 Company should have to focus more on increase the sale of other products than 1ltrcartons and
20 liter jar.
 The organization should review their pricing (CRP, MRP), discount and credit policy.
 Price of product of company is comparatively high than the other competitors in some
products, it is directly affecting the sales of other products.
 Update the website by adding contents about the detailed products, services and cultivation
patterns etc. Also company should focus on customer care service.
 Company should have to appoint channel members at necessary places.
 Company has up to date with the function halls and marriage places with contacts.
 Company has to give attractive offers and seasonal schemes for retailers as well as customers
to increase the sales.
CONCLUSION:
This study shows clearly that the packaged drinking water satisfies the customers and its
uniqueness in the market. Bislery water bottle is highly preferred by the customers when compared to
other brands. The other service providers can look upon improve the purification quantity and taste.
REFERENCES
Text Books
 Management science
 Business and statistics science
 Marketing science
 Marketing management
 Marketing research
Websites
 www.packageddrinkingwater.com
 www.crystalclear.com
 www.sabol.com
 www.aquafina.com
 www.bislery.com
Journal
 Kalaiselvi S( 2014) a study on “Consumers’ Preference And Satisfaction Towards Amway
Nutrition Products with special reference to Coimbatore city” published in Global Journal for
Research Analysis,Vol.3,Issue-10,2014VAGo

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