god rej hi care

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Contents


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CONTENTS


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Chapter Particular Page No

Abstract i

List of tablesii

List of charts iii

1Introduction1.1 Introduction about the Industry

1.2 Profile of the company

1

3

2 Main theme of the Project

2.1 Introduction about the study2.2 Objectives of the study2.3 Limitations of the study2.4 Review of literature2.5 Research Methodology

1219202122

3 Data Analysis and Interpretation 26

4

Findings and suggestions

4.1 Findings4.2 Suggestions

6263

5 Conclusion 64

APPENDIX 65

REFERENCES 67


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Abstract

ABSTRACT

Customer satisfaction means meeting or exceeding customer requirements

for a product of service. Assessment of the degree of satisfaction is usually made on

at least three measures. Customer satisfaction is determined by the persons overall

feeling towards the product after purchase many factors influence perception of

product quality, price, brand, non & product performance. Satisfaction is often

determined by the degree to which a products performance is consistent with the


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customers prior expectations of how well it will function. If refers to the feelings

and beliefs of the customer, for example if a person is satisfied with Fiat range and

beliefs of the customer, for example, if a person is satisfied with fiat range of cars,

means he is satisfied in all respects viz, price, design, technology, etc.,


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List of Tables

LIST OF TABLES

Table

No.Particulars

Page

No.

3.1 Table showing on respondents of gender 24

3.2 Table showing on respondents of age 26

3.3 Occupation of the respondents 28

3.4 Family size 323.5 Sources of monthly income 34


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List of Charts

LIST OF CHARTS

chart

No.Particulars

Page

No.3.1 Table showing on respondents of gender 27

3.2 Table showing on respondents of age 293.3 Occupation of the respondents 31


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3.4 Family size 33

3.5 Sources of monthly income 35

3.6 Know about the product 37

3.7 Sources of awareness of the product 39

3.8 Satisfaction of the godrej high care services 413.9 Type of services 43

3.10 Pest problems in your place 45

3.11 No of months 47

3.12 Effective of advertisement 49

3.13 Use of other godrej products 51

3.14 Satisfaction of the service price 53

3.15 Purpose of selling of this service 55

3.16 Recommended about this product to any factors 57


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Chapter-1

Introducti

on

1

INTRODUCTION ABOUT THE INDUSTRY:


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The Godrej group had started its pest management service business in

2003, taking the business to 18 cities across India. However, according to

Mahendran, the business had to be scaled up so as to realise its full potential. This

was why the group scouted around for a player with indepth knowledge of the

sector. It is learnt that the Godrej group was keen on inducting ISS as a strategic

partner, although ISS was more inclined towards a complete buyout of the business.

ISS Facility Services India, country manager, K J Jolly, told TOI that the

company has also entered into an agreement withthe Godrejs to retain the name

`Godrej Hicare' for a certain period of time. ISS marked its entry into India in 2005,

with specialised services such as cleaning, catering, pest control service, office

support, payroll management, housekeeping, property management, among others.

In addition to growing these services, Jolly said that the firm also hopes to bring in

its global expertise in security service management, soon.

Godrej Hicare is a strong second player in the organised pest control service

business in India, with a share of 40%. Pest Control India is the leading player in

this business with a share of 60%.The un organised sector in pest management is of

the order of Rs 300 crore, of which the organised sector is nearly 50%. Given the

lack of awareness among consumers, this sector is still in its embryonic stage of

development. Globally, pest management business is more than double ($15 bn) the

household insecticide business ($6 bn).

In India, however, the household insecticides business is larger than the pest

management business. In fact, the Godrej group is a large player in the household

insecticides business, with leading brands like Good Knight and Jet, which are

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housed under another joint venturecompany, Godrej Sara Lee. Jolly said there was

a huge scope of growth for the pest management services in India.

ISS Facility Services is part of ISS A/S group--founded in 1901--and having a

turnover of more than US $16 bn.While it has a wide presence across 50 countries

in Asia, South America and Australia, ISS is a market leader in Europe.

The Rs 3,000 crore Godrej Industries has a diversified portfolio of businesses under

various subsidiaries, such as, Godrej Agrovet, Godrej Consumer, Godrej Hershey,

Godrej Sara Lee, Godrej Properties, among others.

Over the years, the group has divested certain non-core businesses, while

enhancing its focus on its prime areas of interest. For instance, at the end of 2007,

Godrej Industries had sold the medical diagnostics division as a going concern to

RFCL Ltd, one of the leading life sciences and Laboratory solutions company. ISS,

which does not believe in the model of outsourcing services, has nearly 5 lakh

employees on its rolls globally. In India, ISS has strength of 15,000 employees

3

COMPANY PROFILE


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Started in 1897 as locks manufacturing company, the Godrej Group is today

one of the most accomplished and diversified business houses in India. Godrej's

success has been driven by the company's commitment to delivering innovation and

excellence. Through the consistent application of this commitment and a century of

ethical business conduct, Godrej has earned an unparalleled reputation for trust and

reliability.

In 1930, Godrej became the first company in the world to develop the

technology to manufacture soap with vegetable oils; that spirit of innovation has

continued throughout the organization's history. Today Godrej is delivering

consumers exciting innovations across a spectrum of businesses. The company's

pursuit of excellence is equally well established and enduring.

In the 1944 Mumbai docks blast, Godrej safes were the only security

equipment whose contents were unharmed; an equal level of product quality

continues to be expected from every product bearing the Godrej brand name.

Godrej management understands that the company's greatest asset is the trust

and faith that consumers have reposed in it, and recognizes that the company must

continue to earn this trust. This translates to the organization delivering outstanding

quality and value in everything it does.

Godrej's ethical and visionary practices have allowed the company to

successfully expand into a number of businesses. Today Godrej is a leading

manufacturer of goods and provider of services in a multitude of categories: home

appliances, consumer durables, consumer products, industrial products, and agro

products to name a few.

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We are here to give the business of Pest control a professional touch and

international standards

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GODREJ HICARE (p) LTD PEST MANAGEMENT SERVICE

PRODUCT ANALYSIS:

SERVICES:

RODEX

TREMIN-8

INTELLIGEL

WOOD BORER MANAGEMENT

BED BUGS MANAGEMENT


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RODEX:

A rodent implies rats, mice and bandicoots.

Rodents are considered as the Number 1 pest by mankind.

It is the advanced rodent mgt service.

It provides total and effective control of Rats & mice.

6

The rodent control strategy includes combination of:-

Baiting

Trapping

Proofing

FEATURES AND BENEFITS:

It is designed keeping human safety in mind.

RODEX treatment uses a registered product.

Targeted at total control.

FREQUENCY OF SERVICES:

At a regular interval of 15 days throughout the contract period

TREMIN-8:


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Termites or white ants as they are commonly known are social insects.

They feed on anything containing cellulose ie, wooden doors, wooden

furniture, fixtures or any other object having cellulose such as paper, books,

documents, clothes etc..

This termite pest control is a 3-step process -TRIPLE T'

TARGET:

HiCare Expert detects the termite entry points, their pathways and the extent

of infestation. Based on this understanding, HiCare Experts designs the

appropriate type and level of termite pest cont

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TREAT:

HiCare Experts use the latest and highly effective DRILL-FILL-SEAL

technique and inject chemicals to form a barrier that prevents termites from

coming in. This termite control is quick, non-messy and completely safe.

TRACK:

HiCare Experts use scientific methods to conduct regular checks and

prevention by conducting systematic inspections at regular intervals to ensure

complete protection of your valuable assets and provide maximum care for your

family.

BENEFITS:

Completely odorless solution.


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Highly effective since it kills termites unlike regular pest control which

repels them.

FREQUENCY OF SERVICES:

3/6 months throughout the contract period.

INTELLIGEL:

It is a cockroach management service provides total and effective control of

cockroaches.

Other common household pests such as red and black ants/silverfish/spiders

etc

Benefits:

Odorless.

Non messy.

No need to vacate the premises during/after service.

8Frequency of service:

Per year 3/4/6 months once to provide service.

Schemes available:

Annual Maintenance Contract

Single service contract


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These places are beds, mattresses, pillows, linen storage compartments, sofa

chairs, walls etc.

In Bed bugs pest control a thorough insecticidal spray is given to all cracks

and crevices in furniture, bed joints and other fixtures, special attention is

given to mattress beading and folds, where a light spray is delivered.

Bedbug eggs are resistant to insecticide penetration, the second bed bug

management treatment is followed up within a fortnight to control new

hatchling

Schemes:

BBMS (Residential):

Validity 45 Days from first treatment.

Two services with interval of 15 Days (say 2 weeks).

BBMS (Commercial):

Annual Contract.

After inspection frequency to be decided.

Frequency may be monthly/bi-mo.

COMPETITOR ANALYSIS: 10


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Godrej Hicare is very much essential in commercial place like Food processing

industry, Health care centers, Hospitality, Retail sectors, Educational Institutions,

Property, Government buildings, etc., and also very much essential for residential

place also. Since it is a MNC it has competitor through out the world.

There are many competitor and some of them are shown below,

Bizetko

Rentokill

PCI (Pest Control of India)

Perfect pest control of India

Even though there are many competitors Godrej Hi-care retain the 2nd

position in the market, and the 1st one is Pest Control of India and there comes

others, PCI occupies more the 50% of the commercial customers. With the brand

name Godrej we have to convince the customer.

TARGET/TASKS :

The target assigned for

Total target - Rs.90, 000

Monthly Target -Rs.30, 000

Weekly target -Rs. 7,500

AWARDS/REWARDS:

The company by seeing the performance of the intern has appreciated the

intern by providing an appreciation letter addressed to the faculty guide.


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The company has also provided the intern with stipend worth of

Rs 2500.

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STRATEGY ADOPTED:

Pamphlets Distribution:

Giving out pamphlets through door knock was the main activity that was done in

different places in Coimbatore.

Door to Door:

Our company guide will suggest some areas daily. We will go there and

make the door knocking in that area.

We are doing this as team work. Per day we will make 20 door knocking and

identify the prospective customers among them and give the presentation to

them about my company, services and benefits.

Get the contact details and their problem regarding the pests from the

prospective customers.

News paper leaflets were given out once a month.

Adds in news paper were given twice a month.

Telecalling:


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We have customer database which was collected during the door calling. By

using that we will make the calls to the prospective customers on which time

the customer told to call on the time of getting database.

At that time itself we will convince the customer and try to make the

customer to take the order for pests control service from godrej Hicare

Company.

Chapter-2

Main themeof

theProject


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2.1 INTRODUCTION ABOUT THE STUDY

CUSTOMER

Customer is person, who is purchasing a product for consumption from a

seller.

SATISFACTION

If refers to the feelings and beliefs of the customer, for example if a person issatisfied with Fiat range and beliefs of the customer, for example, if a person is

satisfied with fiat range of cars, means he is satisfied in all respects viz, price,

design, technology, etc.,

CUSTOMER SATISFACTION


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7. Figure out who should conduct the interviews.

8. Decide on the sample size.

CUSTOMER SATISFACTION

Customer satisfaction is an ultimate aim of all economic activity. Customers

are the largest economic group who are affected by public and private economic

decisions. Both survival and growth of business depend on customer satisfaction.

According to John. E.Swan and Linda Jones Combs. Customer satisfaction is

the relationship between the customer expectations and the products perceived

performance. If the product matches expectations, the customer is satisfied. If it

exceeds then the customer is highly satisfied. If it falls short the customer is

dissatisfied customer is more likely to purchase the product the next time and will

say good things about the product to others.

Satisfied customers are our best advertisement, According to Marketers,

the marketing system goal should be to maximize consumption, customer choice

and customer satisfaction.

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According to American Association Customer goods are destined for use by

the ultimate customer or the house holders and in such from that they can be used

without commercial processing.

THE CUSTOMERMARKET ACTUALLY CONSISTS OF COMPONENTS

1. People

2. Purchasing power

3. Need for a specified product

4. Willing to fill the need, given a product.

The manufactures must keep a constant touch with the customer. He must plan

his production and distribution it suit the customer convenience rather than his

own. Very often the customer is not an individual at all but a whole family.


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ROLE OF PRODUCTION MANAGER IN ACHIEVING CUSTOMER

SATISFACTION

Production manager is also playing an important role in attaining customer

satisfaction. He is the one who has to support and direct the sales personnel in such

a manner to achieve customer satisfaction.

The sales person can concentrate mainly on servicing the customer. To

achieve this production manager performs a lot of functions, such as improving the

existing product or service developing new products, introducing the new product.

MEASUREMENT OF CUSTOMER SATISFACTION

Satisfaction derived by the customer from the products they purchased is to

be measured. This will enable the marketer to change themselves as per the

requirement of customers. In order to gain the knowledge necessary to continuously

improve the value of their offering to customers, firms must understand how

satisfied existing and potential customers are with their currents offerings.

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This focus on customer satisfaction has become increasingly important as

more firms question whether all attempts to improve absolute quality of their

products and service generate sufficient additional sales and profits to justify their

cost.

They should examine both customer expectations and preferences

concerning the various dimensions of product and services quality. (Such as product

performance, features, reliability, on-time delivery, competence of service

personnel and son on). Their perceptions concerning how well the firm is meeting

those expectations.

Such measurement must be made periodically to determine whether the

action taken has actually been effective. This can be done in any of the following

ways.


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1. At the time of rendering service: Front line personnel may be asked to

gather information as to customer satisfaction. Such personnel should do

their duty carefully and should be bold enough the report failures to

management. This measurement will be very much helpful to overcome the

difficulties if any that arise in the v/way of achieving customer satisfaction.

2. Customer Complains/Feedback: Customers may also be encouraged to

contact the management when things go wrong. For instance, Indian Oil

Corporation has opened customer service all to gather the opinion of

customers about its service.

3. Customer Survey: Questionnaire either direct or mailed may be given to

customers for the purpose of collecting their level of satisfaction about the

service or product purchased.

4. Selective Customer Survey: Managers may also select few customers

randomly and contact them over the phone to collect the information about

the extent of customer satisfaction.

5. Induced Customer survey: Sales coupons with discount after may be

mailed to customers who purchased goods from the firm along with

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a questionnaire so that the recipient will be very much impressed and

induced to fill in and return the questionnaire.

6. Ghost Shopping: Another useful way of accessing customer satisfaction is

to report their experiences in buying the companys and competitors

products. These Ghost Shopping can event present specific problems to

test whether the companys personnel handle difficult situations well.

7. Customer Analysis: Companies should contact customers who have stopped

buying or these who have switched to other competitors to learn why this has

happened.

8. Some Cautions in Measuring Customer Satisfaction: Customer

satisfaction ratings are sometimes difficult to interpret. When customers

express their satisfaction with some element of the companys performance,


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say delivery. They can very greatly in defining good delivery. It might mean

early delivery, order completeness or something else.

Service

An instrument activity performed for a customer or a consolatory activity

involving consumer participation in, but not ownership of an organizations product

or facilities.

Throughout the second half of the 20th century, service industries emerged

and entered onto considerable growth period. The globalizations and liberalizations

have opened new vistas of development of service generating organization.

The multi-dimensional developments in the service industries provide

employment opportunity for skilled, semiskilled and unskilled people at

considerable level.

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CHARACTERISTICS OF SERVICE

Services have keys characteristics, which have an impact on marketing

programs. They are.

Intangibility

Inseparability

Heterogeneity

Perishability

INTANGIBILITY

Most services are intangible. They cannot be seen or tested. The goods of

tangible nature services are difficult to display. Normally negative or positive

opinion can be obtained after utilization of the services.


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INSEPARABILITY

Physical goods, which are manufactured, can be put into inventory

distribution and consumer. But, services are produced and consumed at the same

time. i.e., production and consumption of services are inseparable.

HETEROGENEITY

Service is always unique. The same type of service cannot be offered to

everybody. Consumers are aware of the variability among the same type of service

provided. (E.g.Doctor).

PERISHABILITY

Service cannot be stored or preserved. It is not possible to store up for suture

uses even for the next moment.

AFTER SALE SERVICE

Historically, after-sales was regarded in most manufacturing companies as a

necessary evil-as a supporting but relatively minor function in the overall structure

of the organization. This also applies in some degree to the channels-in the case of

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industrial products, it will usually be the manufacturer who provides service. Whilst

for many consumer and other types of goods it is the responsibility of the retailer,

dealer or agent.

While it was realized that it was important to provide a Reasonable level of

after-sales service the role and function of service was generally viewed purely as a

lost center. It may have been the last for development and investment in many or

organizations.


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Objectives of the

study

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OBJECTIVES OF THE STUDY

To find out the customer satisfaction of level of godrej hi care services

To identify the awareness of the godrej hi care service

To find out the attraction level of advertisement given by the godrej hi care

service To find out the availability of other pest control service


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To analyze the customer satisfaction of the godrej hi care service I charging

price

To find out the reason for choosing the godrej services


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LIMITATIONOF THE STUDY

When it comes to limitations the following are the notable points.

High price of the product.

The service can be availed only by medium or high income people.

The month of April and May are vacation periods which leave most of the

houses inhabited.

Lack of awareness among people makes it difficult to reach out the product

to the people.

People are hesitating to buy the products.


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Non availability of prospects.

Recession

Competitors like hit, Lakshmanrekha, Begone.

REVIEW OF LITERATURE: 21

Stall activity:

Weekly twice we conduct stall activity.

Arranged stall near by

Kannan departmental store in Tirchy road.

Nilgiris in RS puram.

Nilgiris in Avinashi road.


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Spencer daily in Power house.

Spencer daily in Ramanatha puram.

Some customers ask what it this. Somebody told we want this service. Call

you later.

Maximum 20-25 customers we get the contact details from those customers.

To search In which customers likes in our services

Distributing the pamphlets to the customers.

LEARNING IN THE EXECUTIVE TRAINING:

Gained more confidence in working alone and as a team.

Learned how important patience is.

Learned how to differentiate people.

Improved in my telephonic conversation with clients.

Improved in making an introduction.

Learned more on closing a deal from the company guide and field sales

officers.

My attitude and language also seemed to improve after each week.

Practiced to work with team spirit.

Gained the knowledge about the hierarchy level of organization

Gained the knowledge the various responsibilities of the employee

Gained the practical knowledge & experience


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Research

Methodolog

y


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RESEARCH METHODOLOGY

Research methodology describes how the research study was undertaken.

This includes the specification of research design, sources of data method of

primary data collection, the sampling method completed etc.

RESEARCH DESIGN

Research design in purely and simply the framework or plan for a study that

guides the collection and analysis of the data. The research design indicates the

methods of research i.e. the method of gathering information and the method or

sampling. Fundamental to the success of any formal marketing research project is

sound research design.

DESCRIPTIVE RESEARCH

Descriptive research design included surveys and fact finding enquiries of

different kinds it is one that simply describes something such as demographic

characteristics of consumers who use the product it deals with the description of the

state of offers, on ex post fact and the researches has no influence on them.


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DATA COLLECTION

Primary data were collected by conducting direct structured interview using

schedule. All the respondents were asked the same questions in the same fashion

and they were informed the purposes of study.

METHOD OF COLLECTING DATA

Primary data are original source from which the researchers directly collects

data that not been previously collected. It is obtained from the prospective

consumers by administrating a well structured and detailed questionnaire.

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SAMPLING PLAN:

Data source : Primary data

Research approach : Survey method

Research instrument : Questionnaires

Method of contact : Personal or in person

Sample size : 80

SAMPLING

When field studies are undertaken, the consideration of time and cost almost

invariably lead to a selection of respondents. Selection of only a few items. The

respondent selected is the representatives of the total population in order to reduce a

immature cross section. The selected respondents is sample and the process is called

sampling techniques. The researcher have adopted convenience sampling technique

for this study.

CONVENIENCE SAMPLING

Convenience sampling refers to the collection of information from members

of the population who can be approached conveniently by the research by using

this sampling techniques 200 samples were selected.


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SAMPLE SIZE:

Sample size of the study that was selected from the sampling unit size is 80.

ANALYSIS OF THE DATA:

The data collected through schedule had been tabulated-By usingthe

percentage analysis chi-square test statistical tools the data had been analyzed

interpretation have been drawn based on the analysis. The finding and observation

are the result and outcome of the interpretations mode during the course of analysis.

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PRESENTATION OF THE REPORT:

Tables and figures have been used wherever to facilitate the analysis and

interpretation. Explanations for the tables were given wherever necessary.

SCHEDULE DESIGN:

A standardized schedule to collect data on beliefs, feelings and attitudes form

the respondents is being used and also researcher had contributed these efforts in

framing the schedule. The purpose of study explained clearly to the respondents.

So, noting about the purpose of study is canceled from the respondents.

CLOSE ENDED QUESTION:

In this question the respondents are giving to 4 choices in which he has to

select one. For this question we can apply statistical tools like chi-Square in order to

results to the Universe.

AREA OF SAMPLING:

The study was carried out entirely in COIMBATORE

DATA COLLECTION TOOL:


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The tool used for collecting data is a well-structured standard questionnaire.

The data has been collected with this schedule by approaching directly the

customers

To collect primary datas detailed questionnaire was designed and

administrated to respondents. This was done both open ended and closed ended

questions. The closed ended questions were given in order to evaluate the

objectives; the open ended questions were given in order to bring out the reasoning

and suggestions. The questionnaires were formulated in advance, clear, easily

understandable and sample.

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TOOLS USED FOR THE STUDY:

Percentage analysis and

Chi-Square Test

PERCENTAGE ANALYSIS:

Percentage refers to a special kind of ratio. Percentages are used in making

comparison between two or more series of data to describe the relationships.

Percentages can be also be used to compare the relative. The distribution of

two or more

SERIES OF DATA:

No of Respondents

% = X 100

Total no of Respondents

CHI-SQUARE TEST

Chi-square test is non-parametric test used most frequently by the researches

to the hypothesis is the assumption being made about the population for the study.


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The test is employed for testing the hypothesis when distribution of he population is

not known and when nominal data is to be analysed. The chi- square test is mainly

used to find out relationship between two aspects.

The steps involved in chi-square tests are as follows :

1. Observed frequencies O are tabulated.

2. Expected frequencies E are calculated.

3. The difference between observed and expected frequencies are obtained and

square of these difference are tabulated (O-E2)2.

4. The values of (O-E)2 obtained in step 3 are divided by the respective

expected frequency and total (O-E)2/E is obtained.

5. The calculated of X2 is compared with the table value of X2 for given degree

at a certain level of significant.


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Chapter-3

Data

Analysis and

Interpretations


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26

DATA ANALYSIS AND INTERPRETATION

TABLE NO. 1

TABLE SHOWING ON RESPONDENTS OF GENDER

Gender No. of Respondents Percentage

Male 65 81Female 15 19

Total 80 100

Source: Primary Data

Tools : Percentage Analysis

INFERENCE:

Above 80% of respondents of the survey were male customers and there

were only a 19% of female respondents.


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TABLE NO. 2

TABLE SHOWING ON RESPONDENTS OF AGE

Age No. of Respondents Percentage

Below 20 15 19

20 30 17 21

31 40 26 33

Above 40 22 27

Total 80 100

Source : Primary Data


INFERENCE:

Above 33% of respondents of the survey were between 31 40 age and

second most respondents were above 40, 21% of the respondents were between 20

30, 19% of the respondents were below 20 age.


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TABLE NO. 3

OCCUPATION OF THE RESPONDENTS.

Occupation No. of Respondents Percentage

Business 15 19

Employee 25 31

Student 20 25

House wife 20 25

Total 80 100



INFERENCE:

Above 19% of respondents are Businessmen, Above 30% of respondents are

employee, 25% of respondents are student and 25% of respondents are house wife.


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CHART NO. 3

OCCUPATION OF THE RESPONDENTS.


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32

TABLE NO. 4

FAMILY SIZE

Family Size No. of Respondents Percentage

Up to 4 35 44

5 to 7 25 31

8 to 10 20 25

Above 10 - -

Total 80 100



INFERENCE:

Above 44% of respondents are up to 4, 31% of respondents are 5 to 7, 25%

of respondents are 8 to 10, and above 10 nil.


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CHART NO. 4

FAMILY SIZE


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TABLE NO. 5

SOURCE OF MONTHLY INCOME

Income No. of Respondents Percentage

Up to 13,000 9 12

13,000 to 25,000 22 27

26,000 to 40,000 27 34

Above 40,000 22 27

Total 80 100



INFERENCE:

Above 37% of respondents are 26,000 to 40,000, 27% of respondents are

13,000 to 25,000 and above 40,000, and 12% of respondents are upto 13,000

Income people.


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CHART NO. 5

SOURCE OF MONTHLY INCOME


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TABLE NO. 6

DO YOU KNOW THE GODREJ HI CARE SERVICES FACTORS

NO. OF RESPONDENTS PERCENTAGE

Factory No. of Respondents Percentage

Yes 75 94

No 5 6

Total 80 100



INFERENCE:

Above 94% of respondents know about the out product 6% of respondent are

unknown the HL care services.


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CHART NO. 6

DO YOU KNOW THE GODREJ HI CARE SERVICES FACTORS

NO. OF RESPONDENTS PERCENTAGE


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38

TABLE NO. 7

SOURCES OF AWARENESS OF THE PRODUCT

Factors No. of Respondents Percentage

Advertisements 30 38

Friends 30 38

Relatives 10 12

Other 10 12

Total 80 100



INFERENCE:

Above 38% of respondents are know through advertisements, 38% of

respondents are know through friends, 12% of respondents are know through

relative and 12% of respondents are know through others.


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CHART NO. 7

SOURCES OF AWARENESS OF THE PRODUCT


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40

TABLE NO. 8

SATISFACTION OF THE GODREJ HI CARE SERVICE


Very good 40 50

Good 32 40

Average 6 7

Poor 2 3

Total 80 100



INFERENCE:

Above 50% of respondents are very good the service 40 % of respondents

are Good the service 7% of respondents Average the service 3% of respondents are

Poor.


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CHART NO. 8

SATISFACTION OF THE GODREJ HI CARE SERVICE


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TABLE NO. 9

WHICH TYPE OF SERVICES


Commercial 22 28

Home 58 72

Total 80 100



INFERENCE:

Above 72% of respondents are using service home and 28% of respondents

are using service commercial.


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CHART NO. 9

WHICH TYPE OF SERVICES


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TABLE NO. 10

WHICH TYPE OF PEST PROBLEMS IN YOUR PLACE


Terminates 30 38

Cockroach 30 38

Rodent 10 12

Wood Bores 5 6

Bed bugs 5 6

Total 80 100



INFERENCE:

Above 38% of respondents are suffered from the Terminates pest, 38% of

respondents suffered from the Cockroach 12% of respondent are suffered form the

rodent 6% of respondents are suffered form the wood Borer 6% of respondents are

suffered from the Bed bugs.


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CHART NO. 10

WHICH TYPE OF PEST PROBLEMS IN YOUR PLACE


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TABLE NO. 11

HOW MANY MONTHS

Factory No. of Respondents Percentage

Up to 3 months 28 35

4 to 6 months 20 25

7 to 8 months 20 25

Above 8 months 12 15

Total 80 100



INFERENCE:

Above 35% of respondents are suffered fill up to 3 months 25% of

respondents are suffered till 4 to 6 months 25% of respondents are suffered till 7 to

8 months 15 of respondents are suffered till above 8 months.


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CHART NO. 11

HOW MANY MONTHS


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TABLE NO. 12

EFFECTIVE OF ADVERTISEMENT


Very good 28 35

Good 32 40

Average 18 23

Poor 2 2

Total 80 100



INFERENCE:

Above 35% of respondents are respondent Very good 40% of respondents

are respondent good 23 % of respondent are respondent Average 2% of respondents

are respondent Poor.


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CHART NO. 12

EFFECTIVE OF ADVERTISEMENT


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TABLE NO. 13

USE OF OTHER GODREJ PRODUCT FACTORS NO OF

RESPONDENTS PERCENTAGE


Bureau 22 28

Lock 12 15

Bed 12 15

All 34 42

Total 80 100



INFERENCE:

Above 42% of respondents are used all product 28% of respondents are used

bureau 15% of respondent are used cock 15% of respondents are used bed.


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CHART NO. 13

USE OF OTHER GODREJ PRODUCT FACTORS NO OF

RESPONDENTS PERCENTAGE


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TABLE NO. 14

SATISFACTION OF THE SERVICE PRICE


Very good 28 35

Good 32 40

Average 18 23

Poor 2 2

Total 80 100



INFERENCE:

Above 40% of respondents are good 35% of respondents are respondent very

good 23 % of respondent are respondent Average 2% of respondents are respondent

Poor.


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CHART NO. 14

SATISFACTION OF THE SERVICE PRICE


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TABLE NO. 15

PURPOSE OF SELECTING THIS SERVICE


Service 10 13

Quality 36 45

Brand name 29 36

All 5 6

Total 80 100



INFERENCE:

Above 35% of respondents are respondent Quality 36% of respondents are

respondent Brand name 13 % of respondent are respondent Service 6% of

respondents are respondent All.


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CHART NO. 15

PURPOSE OF SELECTING THIS SERVICE


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TABLE NO. 16

HAVE YOU RECOMMENDED ABOUT THIS PRODUCT TO ANY

FACTORS NO. OF RESPONDENTS PERCENTAGE


Friends 28 35

Relatives 22 27

Neighbors 20 25

Any concern 10 13

Total 80 100



INFERENCE:

Above 35% of respondents are recommended his friends 27% of respondents

are recommended his relatives 25% of respondent recommended his Neighbors

13% of respondents are recommended his concern.


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CHI-SQUARE

RELATIONSHIP BETWEEN SATISFACTIONS OF

PRICE & MONTHLY INCOME

Hypothesis:

Ho: There is no relationship between satisfaction of price & monthly income

H1: There is relationship between satisfaction of price & monthly income

FACTORS GOOD AVERAGE POOR TOTAL

Oi Ei Oi Ei Oi Ei


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Calculation:

Calculate value =

Calculated value = 3.76

Degree of freedom = (r-1) (c-1)

= (3-1) (3-1)

= (2) (2)

= 4

Level of Significance = 5%

Table value = 9.49

Since Calculated value 3.76 < table value (9.49)so,

H1 is accepted.

INFERENCE:

Here there is Significance relationship between monthly Income and

satisfaction of price.


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CHI-SQUARE

TABLE-18

THE RELATIONSHIP BETWEEN EFFECTIVENESS OF

ADVERTISEMENT AND AGE

Hypothesis:

Ho: There is no relationship between effectiveness of advertisement and age.

H1: there is relationship between effectiveness of advertisement and age.

FACTORS GOOD AVERAGE POOR TOTAL

Oi Ei Oi Ei Oi Ei40 18 16.5 4 4.95 - 0.55 22

Total 60 18 2


Tool : Chi-Square Analysis

NOTE:

Oi = observed frequencies

Ei = expected frequencies

Ei =


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Calculation:

Calculate value =

Calculated value = 5.95

Degree of freedom = (r-1) (c-1)

= (3-1) (3-1)

= (2) (2)

= 4

Level of Significance = 5%

Table value = 9.49Since Calculated value 5.93 < table value (9.49)so, H1 is accepted.

INFERENCE:

Here there is Significance relationship between monthly Income and

satisfaction of price.


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Chapter- 4Findings and

Suggestions


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FINDINGS

1. Out of the hundred customers surveyed 81% of the respondent are male ;

31% of are in employee ; 33% of respondent age is 31 40 age; 44% of

respondent family size are up to 4 Members ; 34% com under the

monthly Income group of Rs. 26,000 to 40,000.0

2. 94% of the respondent know the Godrej hi-care service.

3. Almost 38% of the customer came to know about Godraj H1 care

service through their friends and Advertisement.

4. 50% of the customer satisfied the Godraj H1 care service.

5. Almost 72% of the customer are using home, 38% of the respondent

suffered from the cockroach & terminator, 35% of the customer suffered

upto 3 months.

6. Almost of the customer satisfied the Godraj, H1 care advertisement.

7. Almost 42% of the respondent used all the Godraj product.

8. Almost 40% of the respondent satisfied their price level, 45% of the

customer chosen their quality purpose. Most 35% of the respondent

recommended to their friends.


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Chapter- 5

Conclusion


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CONCLUSION:

Godrej HICARE (SIP Company) it is clear that the company has high

potentiality in Coimbatore; it only needs more awareness, to known about the

people income and interesting to use our services. Mainly high class people wanted

in our service because our service price is so costly but our service is very effective

and completely to control the pest.

In this report about the summer internship goals, target/tasks and achievements

of summer internship, daily task, strategy adopted are there Issues and limitation of

the IP company, strength, weakness, opportunities and threat, learning on executive

training of IP company. I have known the way of approaching and convincing the

customers.

Improved in my telephonic conversation with clients. Improved in making an

introduction. Learned more on closing a deal from the company guide and field

sales officers.

To conclude I can only mention that by the time my peers and myself

complete this internship in Godrej Hi-CARE we would have marketed the product

around various parts of Coimbatore and would generate future prospects for our

company.


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Appendix


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A STUDY ON CUSTOMER SATISFACTION IN

GODREJ HI CARE SERVICE (KOVAI)

1. Name :

2. Address :

3. Sex :

a). Male b). Female

4. Age

a). Below 20 b). 20 to 30

c) 31 to 40 d) Above 40

5. Occupation

a). Business man b). Employee

c) Students d) House wife

6. How many person in your family

a). Up to 4 b). 20 to 30

c) 31 to 40 d) Above 40

7. Monthly Income

a). Up to 13,000 Rs. b). 13,000 Rs. 25,000 Rs.

c) 26,000 to 40,000 d) Above 40,000 Rs.

8. Do you know the Godrej Hi care service

a). Yes b). No

9. If, Yes how do you know?

a). Advertisement b). Friends

c) Relatives d) Others.

10.Have you used any Godrej product?

a). Bureau b). Cock

c) Cot d) ALL


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11. Which type of service did you get from Godrej is

a). Commercial b). Home

12. Which type of pest problems have arise in your place

a). Terminates b). Cockroach

c) Rodents d) Wood borer

13. If any how many moths you have been suffered from pest?

a). Up to 3 Months b). 4 to 6 months

c) 7 to 8 months d) above 8 Months.

14. How do you feel about Godraj Hl care service advertisement?

a). Very Good b). Good

c) Average d) Poor

15. Do you know what the pest control services available are?

a). Godraj b). PCI

c) Rentokill d) Perfect pest control India.

16. Are you satisfied the Godraj service price.


c) Average d) Poor

17.Why chosen Godrej service.

a). Service b). Quality

c) Brand name d) ALL

18. Have you recommended about this product to any

a). Friends b). Relatives

c) Neighbors d) any concern.

19. How do you feel about this service?


c) Average d) Poor

If any suggestion


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References


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Documents

god rej hi care