A Study on Customer Satisfaction

1. Submitted by: Name : A.RAJA
Project Title: A Study on “the Customer Satisfaction
towards skin care products with special reference
to Himalaya Herbal Healthcare, Kakinada”

2. A study on “the customer satisfaction
towards skin care products with special
reference to HIMALAYA HERBAL
HEALTHCARE, Kakinada”
PROJECT TITLE

3. RESEARCH METHODOLOGY
SOURCES OF DATA COLLECTION
Primary data is collected with specific objective,
especially to address the research problem. The data is
gathered by distributing a Questionnaire to the customers.
Secondary data is data that is neither collected directly
by the user nor specifically for the user, often under conditions
not known to the user like Government reports, data published in
Journals, periodicals, Books, data collected from Internet etc.
SAMPLING SIZE
The sample size taken for the study is 60 numbers of
customers who purchase products at Himalaya Herbal
Healthcare, Kakinada.

4. Continuation…
SAMPLING PROCEDURE
To obtain the representative, a probability sample can be
drawn. In this study the method of selecting sample is random.
TOOLS
The tools used for analyzing data are Bar charts & pie
charts.
Questionnaire was distributed to the individual
respondents and special care has taken to make him/her feel
comfortable so that, he/she could answer all the questions. This
method is followed to get unbiased answers.

5. LIMITATIONS OF THE STUDY
Only the persons who purchased the products from the
Himalaya Herbal Healthcare store in Kakinada city covered
during the course of the study and hence the data collected may
not be applicable to entire universe.
 The sample size was limited only to sixty numbers of
respondents, which is small for the objectives of the study.
 The period of the study is limited.
 The respondent’s opinion may be biased on account of some
inherent limitations in the schedule.
 Some customers are reluctant to share their information.

6. CHAPTER-4
Data analysis & Interpretation

7. AGE
AGE RANGE NUMBER OF RESPONDENTS % OF RESPONDENTS
BELOW 20 9 15%
20-25 18 30%
25-30 15 25%
ABOVE 30 18 30%
TOTAL 60 100%
15%
30%
25%
30%
0%
5%
10%
15%
20%
25%
30%
35%
BELOW 20 20-25 25-30 ABOVE 30
%OFRESPONDENTS
AGE
AGE
INTERPRETATION:
The majority of respondent’s
response is they know the
awareness more about the
herbal products in the market
in the age group 20-25(30%)
and above 30 are very well in
the knowing the knowledge
in the herbal product. The
remaining are as follows in
(%) 25, 15 respectively.

8. GENDER
GENDER NO.OF RESPONDENTS % OF RESPONDENTS
MALE 43 72%
FEMALE 17 28%
TOTAL 60 100%
72%
28%
Gender
MALE
FEMALE
INTERPRETATION:
From the above
table it is known that
nearly ¾ of the
respondents i.e. 72% are
males and remaining 27%
of the respondents are
females.

9. OCCUPATION
OCCUPATION NO.OF RESPONDENTS %OF RESPONDENTS
STUDENT 18 30%
EMPLOYEE 30 50%
BUSINESSMAN 6 10%
SELF EMPLOYED 3 5%
OTHERS 3 5%
TOTAL 60 100%
30.00%
50.00%
10.00%
5.00%
5.00%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
%OFRESPONDENTS
OCCUPATION
OCCUPATION INTERPRETATION:
From the above
analysis it is known that half
of the respondents i.e. 50%
are employees who visits
Himalaya Herbal Healthcare
store for their purpose
followed by students (30%),
Business man (10%), self
employees (5%) & others
(5%).

10. 1. CUSTOMER AWARENESS OF HIMALAYA BRAND
RESPONSE NO.OF RESPONDENTS %OF RESPONDENTS
YES 60 100%
NO 0 0%
TOTAL 60 100%
100.00%
0.00%
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
120.00%
YES NO
%ofRespondents
Response
Customer Awareness of Himalaya Brand
INTERPRETATION:
The above cited
table shows that all the
respondents are aware
about the Himalaya
products.

11. 2. USAGE OF PRODUCT BASED ON ITS CLASSIFICATION
PRODUCT CATEGORY NO.OF RESPONDENTS % OF RESPONDENTS
SKIN CARE 44 73%
HAIR CARE 8 13%
ORAL CARE 1 2%
BABY CARE 7 12%
OTHERS 0 0%
TOTAL 60 100%
73%
13%
2%
12%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
SKIN CARE HAIR CARE ORAL CARE BABY CARE OTHERS
%ofRespondents
Product Category
Response Based on Product Classification INTERPRETATION:
From the above
cited that the majority of
respondents using skin
care (73%) and followed
by the hair care (13%),
baby care (12%) and oral
care (2%).

12. 3. FREQUENCY OF USING THE HIMALAYA SKINCARE PRODUCT
FREQUENCY OF USING THE
PRODUCT NO.OF RESPONDENTS % OF RESPONDENTS
DAILY 38 86%
TWICE/THRICE A WEEK 3 7%
WEEKLY 3 7%
MONTHLY 0 0%
TOTAL 44 100%
86%
7% 7%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
DAILY TWICE/THRICE A
WEEK
WEEKLY MONTHLY
%OFRESPONDENTS
FREQUENCY OF USAGE
FREQUENCY OF USING THE PRODUCT INTERPRETATION:
From the above
cited that majority of
respondents are more
aware to use Himalaya
products daily are 38 in no’s.
Then the remaining are
twice/thrice a week,
monthly are 3, 3 numbers
respectively.

13. 4. SERIES OF PRODUCTS WHICH CONSUME THE MOST
SERIES OF PRODUCT NO.OF RESPONDENTS TOTAL RESPONDENTS
NO.OF
RESPONDENTS
IN %
TOTAL
RESPONDENT
S IN %
FACE WASH 31 44 70.00% 100%
FACE SCRUB 14 44 32.00% 100%
CLEANSERS 4 44 9.00% 100%
SKIN NUTRIENTS 8 44 18.00% 100%
MOISTURIZERS 6 44 14.00% 100%
LIP CARE 6 44 14.00% 100%
FOOT CARE 0 44 0.00% 100%
BODY LOTION 2 44 5.00% 100%
SOAPS 14 44 32.00% 100%

14. 70.00%
32.00%
9.00%
18.00%
14.00% 14.00%
0.00%
5.00%
32.00%
100% 100% 100% 100% 100% 100% 100% 100% 100%
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
120.00%
NO.OFRespondentsin%/Totalno.ofRespondentsin%
Product series
Product wise classification
NO.OF
RESPONDENTS
IN %
TOTAL
RESPONDENTS
IN %
Interpretation:
It is clearly shown that the majority of respondents stated that they use
face wash (31no’s) followed by face scrub 14no’s, skin nutrients
8no’s,moisturizer and lip care both in 6no’s, cleansers 4no’s and body
lotion 2no’s.
INTERPRETATION:

15. 5. Satisfactory Levels of Himalaya skin care products
NO.OF RESPONDENTS % OF RESPONDENTS
VERY MUCH SATISFIED 21 47.00%
SATISFIED 22 50.00%
NEITHER SATISFIED NOR
DISSATISFIED
1 2.00%
SOME WHAT DISSATISFIED 0 0.00%
VERY MUCH DISSATISFIED 0 0.00%
TOTAL 44 100.00%
47.00%
50.00%
2.00%
0.00% 0.00%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
VERY MUCH
SATISFIED
SATISFIED NEITHER
SATISFIED NOR
DISSATISFIED
SOME WHAT
DISSATISFIED
VERY MUCH
DISSATISFIED
%ofRespondents
Satisfactory Level
Customer Satisfaction INTERPRETATION:
From the above
table it is known that half
of the respondents
(i.e.50%) satisfied with the
product they are using,
47% of the respondents are
very much satisfied and
only 2% of the respondents
are at neutral position.

16. 6.Himalaya skin care products help you to solve the skin
problems
NO.OF RESPONDENTS % OF RESPONDENTS
STRONGLY AGREE 9 20.00%
AGREE 35 80.00%
NEITHER AGREES NOR DISAGREE 0 0.00%
DISAGREE 0 0.00%
SOME WHAT DISAGREE 0 0.00%
TOTAL 44 100%
20.00%
80.00%
0.00% 0.00% 0.00%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
STRONGLY
AGREE
AGREE NEITHER
AGREES NOR
DISAGREE
DISAGREE SOME WHAT
DISAGREE
%OFRESPONDENTS
Satisfactory Level
Solution to skin problem
INTERPRETATION:
From the above
cited it is very much clear
that majority of the
respondent’s i.e. 80%
agreed that Himalaya
products are helpful to
solve skin problems and
followed by 20% of
respondents strongly to the
above said.

17. 7. Reason behind the Purchase of the Product
REASON FOR PURCHASE NO.OF RESPONDENTS % OF RESPONDENTS
GOOD QUALITY 18 41.00%
REASONABLE PRICE 0 0.00%
NATURAL PRODUCT 22 50.00%
GOOD REPUTATION 3 7.00%
ALL 1 2.00%
TOTAL 44 100.00%
41.00%
0.00%
50.00%
7.00%
2.00%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
GOOD
QUALITY
REASONABLE
PRICE
NATURAL
PRODUCT
GOOD
REPUTATION
ALL
%OFRESPONDENTS
REASON FOR PURCHASE
REASON FOR PURCHASE
INTERPRETATION:
From the above
table it is clear that
majority of respondents
(i.e.50%) purchased the
product because it is
natural followed by good
quality, good reputation,
other reasons in (%) 41, 7,
2 percent respectively.

18. 8. Himalaya Products are safe and reliable
NO.OF RESPONDENTS % OF RESPONDENTS
STRONGLY AGREE 16 36.00%
AGREE 26 59.00%
NEITHER AGREES NOR
DISAGREE
2 5.00%
DISAGREE 0 0.00%
SOME WHAT DISAGREE 0 0.00%
TOTAL 44 100%
36.00%
59.00%
5.00%
0.00% 0.00%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
STRONGLY
AGREE
AGREE NEITHER
AGREES NOR
DISAGREE
DISAGREE SOME WHAT
DISAGREE
%OFRESPONDENTS
Satisfactory Level
Product Safe & Reliable
INTERPRETATION:
From the above
cited it is known that more
than half of the
respondents i.e., 59% are
agreed that the Himalaya
products are safe and
reliable followed by
strongly agreed 36% and
5% of the respondents are
at neutral position.

19. 9. PRODUCT AVAILABLE AT REASONABLE PRICE
NO.OF RESPONDENTS % OF RESPONDENTS
STRONGLY AGREE 9 21.00%
AGREE 26 59.00%
NEITHER AGREES NOR DISAGREE 0 0.00%
DISAGREE 7 16.00%
NEVER THINK 2 4.00%
TOTAL 44 100%
21.00%
59.00%
0.00%
16.00%
4.00%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
STRONGLY
AGREE
AGREE NEITHER
AGREES NOR
DISAGREE
DISAGREE NEVER THINK
%ofRespondents
Satisfaction Level
Price of the Product
INTERPRETATION:
It is observed that
more than half of the
respondents agreed that
the Himalaya products are
available at moderate price
followed by strongly agree
21%, Disagree 16% and
never compared the price
of the product 4%.

20. 10. PRODUCT RECOMMENDATION
NO.OF RESPONDENTS % OF RESPONDENTS
YES 33 75%
NO 11 25%
TOTAL 44 100%
75%
25%
PRODUCT RECOMMENDATION
YES-75%
NO -25%
INTERPRETATION:
From the above
cited diagram it is cleared
that the majority of the
respondents (i.e. 75%)
suggest or recommend the
product to their friend or
relatives and 25% of
respondents not willing to
recommend the product to
anyone.

21. 11. DURATION OF USAGE OF THE PRODUCT
DURATION OF USING
PRODUCT NO.OF RESPONDENTS % OF RESPONDENTS
LESSTHAN 1 YEAR 19 43.00%
1-5 YEARS 25 57.00%
6-10 YEARS 0 0.00%
MORETHAN 10 YEARS 0 0.00%
TOTAL 44 100%
43.00%
57.00%
0.00% 0.00%0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
LESSTHAN 1 YEAR 1-5 YEARS 6-10 YEARS MORETHAN 10
YEARS
%OFRESPONDENTS
DURATION OF USING THE PRODUCT
DURATION OF THE PRODUCT USING
INTERPRETATION:
From the above
cited diagram if is known
that more than half of the
respondents(i.e. 57%)
have been using the
product for 1-5 years
followed by less than one
year(43)%.

22. CHAPTER-5
Findings, Suggestions
& Conclusions

23. FINDINGS
It was found that majority of people who responds
were in the age group of 20-25 & above 30 years.
Majority of people who used the Himalaya skin care
products were males and employees.
Majority of respondents have been using Face wash
products of Himalaya daily.
It was found that majority of the respondents satisfied
with the Himalaya products and perceived that the
Himalaya products are very much helpful to solve the skin
problem.

24. Cont…
Majority of respondents have been using the Himalaya
product because it is a natural product, so it is safe and no side
effects.
Majority of respondents agreed that the Himalaya products
are available at moderate price and they are willing to suggest
this product to their friends or relatives.
Majority of people have been using the product for 5years.

25. SUGGESTIONS
More emphasis on retail outlets which were not covered in the
city, would improve marketing performance.
Effective media campaign is must to enhance the awareness
level in the public that the Himalaya products are natural.
New customer attractive schemes if introduced would
certainly help Himalaya to scale new heights.
customers preferred to purchase Himalaya face wash
products, mostly preferred to purchase Neem face wash.
Himalaya increases its concentration on middle income level
customers like providing availability of products in the form of
sachets, etc.

26. CONCLUSION
Himalaya is one of the leading brands in cosmetics
sector and it’s doing tremendously well for the past 85 years.
Himalaya brand products have got a very good place for
themselves in the customer’s mind and are enjoying very good
market share.
Despite of taking every possible care it is found
that Himalaya is just foot forward in terms of market shares
when compared with Johnson & Johnson and still to compete
with the HUL brand which is in the first position in market share
which is a little disappointing and hence steps are to be taken to
further maximizing the same.

27. Cont…
To beat out competitors and to improve its current
position, Himalaya should promote its products in every possible
channel to boost up sales and particularly has to increase the
frequency of its Ad’s in print and electronic media.
Himalaya must leave no stone unturned in
satisfying the customers and must be very conscious about its
competitors and must take timely action to survive and thrive in
today’s competitive market place.

28. THANK YOU