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porter five force analysis on Axe bike
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Dated:_____________ I declare that the Project Report titles “ A Study on Customer Satisfaction Level towards Axe Soap, in Sagar City of Madhya Pradesh” is my own work conducted under the supervision of Dr. Ashish Gupta, Assistant Professor, Department of Business Management, Dr. Hari Singh Gour Central University, Sagar. (M.P). To the best of my knowledge the report does not my work which has been submitted for the award of any degree , anywhere.
Rahul Singh Bagri MBA 2nd^ sem
(Y152820312)
ACKNOWLEDGEMENT
It is my proud privilege to release the feelings of my gratitude to several persons who helped me directly or indirectly to conduct this project work. I express my heart full indebtness and owe a deep sense of gratitude to my teacher and my faculty guide Dr. Ashish Gupta, Assistant Professor, Dr. Hari Singh Gour Central University Sagar (M.P.), and to my Project In charge Lokesh Uke, Assistant Professor , for their sincere guidance and inspiration in completing this project.
I am extremely thankful to the Head of the Department Professor Dr. Y.S. Thakur and Faculties of Department of Business Management Dr. Hari Singh Gour Central University Sagar (M.P.). I am also extremely thankful to all those persons who have positively helped me and customers who responded my questionnaire, around whom the whole project cycle revolves. I also thank all my friends who have more or less contributed to the preparation of this project report. I will be always indebted to them.
Thanking You
Rahul Singh Bagri MBA 2nd Sem (Y152820312)
I am pleased to present the project report on “Axe Soap" before my respected readers. It is a humble attempt from my part to study about the Hindustan Unilever Limited. This study deals with a number of topics such as introduction of the company, company profile & about its various products specially axe soap which will help the reader understand and learn a lot about the product of the company.
Language of the report is simple and lucid. Attempts have been made to arrange the subject matter in a systematic and well knit style. Efforts have also been made to deal with all topics precisely and gently.
Rahul Singh Bagri MBA 2nd^ Sem (Y152820312)
A customer is a person who brings us his wants. It is our job to handle them profitably to him and to ourselves. A customer is the king and the most important visitor on our premises, He is not dependent on us, we are dependent on him He is not an interruption on our work. He is the purpose of it we are not doing him a favors by serving him. He is doing us a favor by giving us an opportunity to do so. He is not our outsider of our business. He is a part of it. Whether the buyer is satisfied purchase depends on the offer’s performance in relation to the buyers expectations.
According to Philip kotler, satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectations.
Satisfaction = Result – Expectations (Or) Customer Satisfaction = Performance – Expectations
The importance of understanding customer requirements is so great that companies try innovative ways and means to get close to the customer and hear ‘the voice of the customer. Requirement for customer satisfaction Since customer satisfaction is an important goal of any marketing program. It becomes necessary to establish factors which help satisfy the customers. The important factors are:
Measuring customer satisfaction has long been recognized as important, but to manage your organization’s reputation, and to deliver true value in the customer’s terms, satisfaction surveys are no longer enough. Customer perceptions research from Marketwise Strategies helps you get closer to your customers and produces a much deeper understanding of their needs and expectations. The most successful organizations focus on delivering value, in a way that keeps customers and turns them into advocates for the brand. They succeed because they identify what value means to different types of customer – and often to individual customers – then shape their products and services to deliver that. But to understand what value means, it is necessary first to understand your customers, by engaging with them in ways that go beyond the superficial.
Customer Satisfaction level is the degree of satisfaction provided by the product of a company as measured by the number of repeat customers. It refer the things we want at time Customer satisfaction has been considered the essence of success in today’s highly competitive market. It is mentioned that the customer is the king. It is argued that profit and growth are stimulated primarily by customer loyalty. It is found that loyalty is a direct outcome of customer satisfaction. Generally speaking, if the customers are satisfied with the provided product the probability that they use the product again increases. Also, satisfied customers will most probably talk enthusiastically about their buying or the use of a particular product. Customer satisfaction is worthless. Customer loyalty is priceless (Jeffrey Gitomer). Customer satisfaction study began with exploratory of potential reasoning to dissatisfaction. Consumer satisfaction has been very well-known in marketing where as it is as the basic focus in achieving business objective, vision and also mission (Anderson et,al, 1994 and Yi,1990). This is being proved by business articles from different varieties which show that customer satisfaction is an arousal to special acknowledgements (Anton, 1997). Consumer satisfaction is customer evaluation or felt towards a product after usage that does the product itself differs from some of the features or factors through the expectation and also the presentation of the product itself (Yi, 1990; Day, 1984; Kotler, 1991; Parasuraman et al., 1985, 1988; and Tse and Wilton, 1988). Customer satisfaction a fresh thoughts that is used to be the representative to the wholly after purchasing effects on the products after a duration (Anderson et al., 1994; Fornell, 1992; Johnson and Fornell, 1991) On the other hand, customer is not basically a value or price oriented. Hence, when customer satisfaction is at a certain level, it does base on price (Caruana et al, 2000; De Ruyter et al, 1997; Howard and Sheth, 1969; Kotler and Levy, 1969; Rust and Oliver, 1994) because price is a medium which can be used together as a conceptual framework where it can
The importance of customers has been highlighted by lots of researchers and academicians all around the world. Top performing companies believe that customers are the purpose of what they do and they very much depend on them; customers are not the source of a problem and they should never make a wish that customers „should go away 2 01 Fbecause their future and security will put in jeopardy. That is the main reason why companies are focusing much attention on customer satisfaction, loyalty and retention. Importance of customer satisfaction is identified in various ways. Customer is more likely to buy from one of your competitors if their problem is related with the company product. By emphasizing the importance of customer satisfaction throughout your entire company, you’ll be able to create a culture that truly puts customers first. Having this type of culture is exactly what’s needed to build a brand that’s associated with the company product. Since a truly strong brand is very hard to replicate, your company will have a major competitive advantage if you focus on improving satisfaction of customer. Customer satisfaction is the best indicator of how likely a customer will make a purchase in the future. In a competitive marketplace where businesses compete for customers; customer satisfaction is seen as a key differentiator. Businesses who succeed in these cut-throat environments are the ones that make customer satisfaction a key element of their business strategy. It increases customer lifetime value for any company. A study by InfoQuest found that a ‘totally satisfied customer’ contributes 2.6 times more revenue than a ‘somewhat satisfied customer’. Furthermore, a ‘totally satisfied customer’ contributes 14 times more revenue than a ‘somewhat dissatisfied customer’. In a business world where customer acquisition costs are sky-rocketing, small and medium businesses must focus on building a customer experience to increase customer satisfaction. For satisfying the customer Companies can also do these things after selling their product.
When price of any product vary from time to time then it influence the satisfaction level of user of different services.
Many times when quality of any product is not so good then it influence the customer satisfaction level.
Customer satisfaction could cover a wide range of different areas, so you should start by thinking carefully about what it is precisely that you want to find out. This could include how satisfied the customer is with the quality of the product provided by company.
being defined as the product or services meet the consumers need and wants or expectation. Quality of design and quality of conformance is the origin of quality (Juran, 1951). The quality of design is used in addressing product quality to the design which designated and met consumers 2 01 Fneeds (Juran 1974).Meanwhile, in manufacturing approach conformance in the product meets the formulated standards or specifications (Crosby, 1979). Based on value approached, product quality is been define as the have fair relations between quality with performance at an acceptable or affordable price. Always product quality is being thought to contribute to the expansion of competitive advantage whereas the product is to be designed and also manufactured to achieve customer requirements in enhancing the product performance (Benson et al., 1991; Flynn et al., 1994). Product attributes has become products quality’s view where in operations management, multiple dimension of quality has been determine which it resulted in the fitness usage of the product which means does the product do as it supposed to do and does the features meets customer’s needs, reliability of the product which means to what level the product is off from insufficiency (Parasuranaman et al., 1988).
Promotional mediums include word-of-mouth and free and paid advertising including the internet, outdoor, TV, radio, print, direct mail, event sponsorship and more.
This study is to give you a clearer view of how of customer of Axe soap is perceiving after measuring their satisfaction level. Indian soap industry now has so many challenges, arising from globalization, increased competition, technological changes, and so on. It is more sensitive sector in one sense that the consumers shift their brand preference at least once in two or three years. They want new products so that the existing firms have to modify their product lines and various items in the lines. This research is conducted so that reason should be known after interacting with several users of the Axe soap. It will also determine the effect of 5Ps (Product, price, place, Promotion and packaging) on customer satisfaction level.
This search is done because Axe Soap of Hindustan Unilever Limited are much satisfactory than other Companies i.e., Axe soap is available in the every market either local or international market. Packaging and quality of Axe soap is also very good. It makes for go to the research in this product. It is launched for male and especially popular between youth so, it also motivates me to do research for such a product.
A literature review discusses published information in a particular subject area, and sometimes information in a particular subject area within a certain time period. A literature review can be just a simple summary of the sources, but it usually has an organizational pattern and combines both summary and synthesis. A summary is a recap of the important information of the source,
but a synthesis is a re-organization, or a reshuffling, of that information. It might give a new interpretation of old material or combine new with old interpretations. Or it might trace the intellectual progression of the field, including major debates. And depending on the situation, the literature review may evaluate the sources and advise the reader on the most pertinent or relevant.
Literature reviews provide you with a handy guide to a particular topic. If you have limited time to conduct research, literature reviews can give you an overview or act as a stepping stone. For professionals, they are useful reports that keep them up to date with what is current in the field. For scholars, the depth and breadth of the literature review emphasizes the credibility of the writer in his or her field. Literature reviews also provide a solid background for a research paper’s investigation. Comprehensive knowledge of the literature of the field is essential to most research papers.
A literature review is an evaluative report of information found in the literature related to your selected area of study. The review should describe summaries, evaluate and clarify this literature. It should give a theoretical base for the research and help you (the author) determine the nature of your research. Works which are irrelevant should be discarded and those which are peripheral should be looked at critically. A literature review is more than the search for information, and goes beyond being a descriptive annotated bibliography. All works included in the review must be read, evaluated and analyzed (which you would do for an annotated bibliography), but relationships between the literature must also be identified and articulated, in relation to your field of research. “In writing the literature review, the purpose is to convey to the reader what knowledge and ideas have been established on a topic, and what their strengths and weaknesses are. The literature review must be defined by a guiding concept (eg. your research objective, the problem or issue you are discussing, or your argumentative thesis). It is not just a descriptive list of the material available, or a set of summaries.
Ankit Katiyar, and Nikha Katiyar, (2014) “An Empirical Study of Indian Consumer Buying Behavior of FMCG Products (With Special Reference Of Bathing Soap)”, bathing soap are fast
Sonia and Garima Dalal, (2014) “To Study the Satisfaction Level of Customers towards the Brand of Consumer’s Goods - A Study Carried out on Rural Masses”, The Indian Fast Moving Consumer Goods (FMCG) industry began to shape during the last fifty odd years. The FMCG sector is a corner stone of the Indian economy. This sector touches every aspect of human life. Indian FMCG market has been divided for a long time between the organized sector and the unorganized sector (Asia Pacific Journal of Research)
