A STUDY ON CUSTOMERS SATISFACTION LEVEL TOWARDS THE PRODUCT OF

UHINDUSTAN UNILEVER LIMITED

SUBMITTED TO PANJAB UNIVERSITY, CHANDIGARH. IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF

THE DEGREE OF

BACHELORS OF BUSINESS ADMINISTRATION

SUBMITTED TO: SUBMITTED BY:Mrs. DARSHAN KAUR

BBA 3rd PUPIN NO.

GURU NANAK GIRLS OLLEGE,MODEL TOWN, LUDHIANA.

MARKET RESEARCH

Customer satisfaction level towards the product of Hindustan Unilever limitedName…………… Age………….. Sex. Male Female

Do you use HUL products? a)Yes b) No

If yes, then which one you use?````````````````````````````````````````````````````````````````````````````````

Soaps & Surf

Tea & coffee

Skin & hair care

Foods Oral care Deodorants

Dove

Pears

Lux

Surf excel

Rin

Bru

Lipton

Taj mahal

Ponds

Clinic

Sunsilk

Kissan

Kunnor

Annapurna

Close Up

Pepsodent

Axe

Rexona

What is your main source of infomation about HUL products? a) Media b) Friends c) Broachers

If media, which one? a) T.V b) Internet c) Radio

Since how long are you using the HUL products? a) Less than one year

b) 1-2year

c) More than 2year

What is your satisfaction level for HUL products? a) Highly satisfied b) Satisfied

c) Dissatisfied d) Highly dissatisfied

Have you faced any problem while using HUL products? a) Yes b) No

Are you satisfied with the prices of the products? a) Yes b) No

According to you why HUL products have edge over other products? a) Price b) Quality c) Range d) Image

Whether you will purchase HUL products if their prices are increased?

a) Yes b) No

Which is the best way of promoting the sales of HUL products?a) Shop display

b) Hoardings

c) Electronic media

d) Door to door selling

PREFACE

The project topic is “A study on customer satisfaction level towards the product of HUL” has been conducted to fulfill the requirement as is imposed by PANJAB UNIVERSITY in support of BACHELORS OF BUSINESS ADMINISTRATION. This system of education is highly appreciated as it provides students with an opportunity to acquaint themselves with various aspects in practical as have studied in courses

during post graduation. This support concern with “Customer satisfaction level towards HUL products” is prepared on the basis information collected by survey in some areas of Ludhiana. The aim of the study was to have in depth knowledge of various aspects of customer preferences about HUL products in their mind. This report is made by me but with the help, guidance and suggestions of some very experience and intellectual persons. The required information was obtained from the survey through the questionnaire as well as the secondary sources like internet, magazines and annual reports.

CERTIFICATE

This is to certify that this project entitled “A study on the customer satisfaction level towards the products of HUL” has been completed by DRASHAN KAUR DHALIWAL in partial fulfillment of the degree of BECHELORS OF BUSINESS ADMIISTRATION of PANJAB UNIVERSITY,CHANDIGARH and no other part of this project has been submitted for any other degree.

Mrs. ………BBAGuru Nanak Girls College,Model Town, Ludhiana.

ACKNOWELEDGEMENT

I take this opportunity to offer my deep gratitude to all those who have extended their valued support and advice to complete this project. I cannot in full measure reciprocate the kindness showed and contribution made by various persons in this endeavor. I acknowledge my sincere thanks to Mrs. ……………… who stood behind me as a pillar of strength throughout the course of work and under whose guidance the project arrives out successfully. I am grateful to her for her valuable suggestions. I owe my debt to Mrs. …………… for her regular encouragement and time to time consideration at every stage. I would like to thanks each and every person who helped me in this project.

(sign)…………DARSHAN KAUR DHALIWAL

OBJECTIVES

To know about the customer satisfaction level regarding HUL products.

To evaluate the problems faced by customers while using the products.

To know about the suggestions of customers to increase the sale of products.

To know about the source of information of products.

To know about the quality of products.

PRODUCTS OFFERED BY THE COMPANY

Soaps and Surf DOVE PEARS LUX SURF EXCEL RIN

Tea and Coffee BRU LIPTON

TAJ MAHAL Skin and Hair care PONDS CLINIC SUNSILK Foods KISSAN KUNNOR ANNAPURNA Oral care

CLOSE UP PEPSODENT Deodorants

AXE REXONA

CONCLUSION

After studying various market dynamics of HUL products with the help of customer survey market standing of HUL products is quite clear. HUL products are clearly the market leader in branded products. According to analysis it can be conducted that HUL products are having good market share and excellent quality as compared to other branded products. More number of people prefer these products. Customer consider quality of HUL products as most important factor. Moreover the prices of the HUL products are very competitive. According to customers, media is the main source of information of HUL products, electronic media is the best way of information. In nutshell, it can be concluded that mostly customers prefer HUL products and they are satisfied with them.

RESEARCH METHODOLOGY

Business executives are becoming increasingly dependent upon marketing research. They want quickly and pertinenrily accurate information flows from the internal and external environments of firms to facilitate the process of decision making. Therefore firm are increasing expenditure to comer new markets to know the declining sales in comparison to competitors to know the customer billing. The present chapter described the research methodology followed in this study. It includes the description of the sample selected, sample unit, sampling techniques, methods of collecting information and also points out the limitations of the present study.

RESEARCH DESIGN DATA COLLECTION SAMPLING DESIGN SAMPLE UNIT SAMPLE SIZE SAMPLING TECHNIQUES ANALYSIS AND INTERPRETIONS LIMITATIONS OF STUDY

REVIEW OF LITERATURE

HUL products cover the great market share, so many products/brands of HUL are reviewed by many persons. PEARS (FACEWASH/SOAP)

1. Karuveetil Promod from Chennai conducted research on pears (11-02-2006).

2. Am from U.S.A conducted research on pears (1-2-2006).3. Sumita shenoy from Chennai conducted research on pears on

(29-09-2005).

4. Vayshavi Ganesh from Mumbai conducted research on pears on (29-12-2004).

LIRIL

1. Mathew from Mumbai conducted review on Liril on (18-02-2004).2. Meena from Mumbai conducted review on liril on (19-06-2002).3. Jennifer Rodmigus from Goa conducted review on liril.

FAIR AND LOVELY

1. Jaqoba Sierra from Delhi conducted review on F&L on (26-06-2007).

2. Abhilasha from Mumbai conducted review on (12-09-2006).3. Ashi conducted review on (13-12-2005).4. Angel from Chennai conducted review on (21-11-2005).

AXE(DEO)

1. Rohit Jain from hydrabad conducted review on (7-08-2006).2. Meena from Mumbai conducted review on (5-07-2005).3. Dan Sampson from USA conducted review