A STUDY ON CUSTOMER SATISFACTION

TOWARDS GODREJ HI-CARE COIMBATORE

PROJECT REPORT

Submitted by

SIDDHARTHA KUMAR SINGH

(Reg. No.10907158)

In partial fulfillment for the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

IN

DEPARTMENT OF MANAGEMENT STUDIES

Under the supervision and Guidance of

D.KRISHNAKUMAR, MBA, M.Phil

LOVELY PROFESSIONAL UNIVERSITY

PHAGAWARA, PUNJAB (INDIA) -144402
JUNE/ JULY- 2010
Certificate
 GNANAMANI COLLEGE OF TECHNOLOGY
PACHAL-637018

Department of Management studies

PROJECT WORK

JUNE/JULY-2010

This is certify that the project entitled

A STUDY ON CUSTOMER SATISFACTION TOWARDS

GODREJ HI-CARE COIMBATORE

Is the bonafide record of project work done by

SIDDHARTHA KUMAR SINGH

Register no: 10907158

Of MBA (Management Business Administration) during the year 2010

------------------- ----------------------------------
Project Guide Head of the Department

Submitted for the Project Viva- Voce examination held on _____________

---------------------- -----------------------
Internal Examiner External Examiner
Declaration
 DECLARATION

I affirm that the Project work titled ‘ A Study on customer satisfaction

towards Godrej Hi- care’ being submitted in partial fulfillment for the award
of Master of Business Administration (MBA) is the original work carried
out by me. It has not formed the part of any other project work submitted for
award of any degree, either in this or any other university.

--------------------------------
Signature of the student

(SIDDHARTHA KUMAR SINGH)

(10907158)

I certify that the declaration made above by the student is true

-----------------------------------
Signature of the guide

(Ms. KANIKA JANBH)

(Lecturer in Management studies)

Acknowledgemen
t
 ACKNOWLEDGEMENT

I express my heartful gratitude and thanks to Dr. T.ARANGANNAL, Chairman,

and Smt. P.MALA LEENA Chairperson of GNANAMANI COLLEGE OF
TECHNOLOGY, Namakkal, who provide all the facilities and necessary
encouragement during the course of the study.

I ever remain our PRINCIPAL, Dr.V.BASKARAN, GNANAMANI

COLLEGE OF TECHNOLOGY, for granting me the permission to carry out my
project work.

I wish to convey my sincere and heartiest thanks to my head of the

department Dr.S.ASHOK KUMAR, GNANAMANI COLLEGE OF
TECHNOLOGY, for his constant encouragement and valuable support throught the
study.

I am grateful to D.KRISHNAKUMAR, Lecturer, Department of

Management Studies, GNANAMANI COLLEGE OF TECHNOLOGY, Namakkal
for his able guidance and valuable suggestions during the course of study.

Above all, I express my sincere thanks to my parents who provide all the
necessities in ensuring my successful completion of the project.
 (S.SUJITH)

Contents
CONTENTS
Chapter Particular Page No

Abstract i
List of tables
ii
List of charts iii

1 Introduction
1.1 Introduction about the Industry 1
1.2 Profile of the company 3

2 Main theme of the Project

2.1 Introduction about the study 12

2.2 Objectives of the study 19
2.3 Limitations of the study 20
2.4 Review of literature 21
2.5 Research Methodology 22

3 Data Analysis and Interpretation 26

Findings and suggestions
4
4.1 Findings 62
4.2 Suggestions 63

5 Conclusion 64

APPENDIX 65

REFERENCES 67
 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 product’s performance is consistent with the
customer’s 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.,
 List of Tables

LIST OF TABLES

Table Page
Particulars
No. 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 32
3.5 Sources of monthly income 34
3.6 Know about the product 36
3.7 Sources of awareness of the product 38
3.8 Satisfaction of the godrej high care services 40
3.9 Type of services 42
3.10 Pest problems in your place 44
3.11 No of months 46
3.12 Effective of advertisement 48
3.13 Use of other godrej products 50
3.14 Satisfaction of the service price 52
3.15 Purpose of selling of this service 54
3.16 Recommended about this product to any factors 56
3.17 Relationship between satisfaction of price and monthly income 60
 List of Charts

LIST OF CHARTS

chart Page
Particulars
No. No.
3.1 Table showing on respondents of gender 27
3.2 Table showing on respondents of age 29
3.3 Occupation of the respondents 31
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 41
3.9 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
 Chapter-1
Introducti
on

1
INTRODUCTION ABOUT THE INDUSTRY:
 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

2
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

COMPANY PROFILE
 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.

4
 A recent estimate suggested that 350 million people across India use Godrej
products. The group has more recently entered the real estate and information
technology sectors, and management views these as avenues for enormous growth
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.

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.

Godrej is delivering consumers exciting innovations across a spectrum of

businesses. Godrej Hicare pest management service is to be recognized as a
company that delivers complete customer satisfaction.

Godrej Hicare Ltd experts guide and supervise are trained technicians to
provide international standard pest management services in India.

Godrej Hicare Ltd (GHCL) is an initiative by Godrej Group to introduce

professional pest control services in India.

Introduction an odorless and highly technical way of pest control to meet the
requirements of the customers.

Godrej’s internationally acclaimed R & D facility for development of over

the counter pest control products.
 We are here to give the business of Pest control a professional touch and
international standards

5
GODREJ HICARE (p) LTD PEST MANAGEMENT SERVICE

PRODUCT ANALYSIS:

SERVICES:

 RODEX

 TREMIN-8

 INTELLIGEL

 WOOD BORER MANAGEMENT

 BED BUGS MANAGEMENT

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.

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:
  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

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.

  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.

8
Frequency of service:

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

Schemes available:

 Annual Maintenance Contract

 Single service contract

WOOD BORER MANAGEMENT:

 Wood borers are tiny beetles whose larva feed extensively in the wood.

 The adults make tiny pin head size holes on the surface of woods before
flying out.

 The surface is also sprayed with chemicals having petroleum base.

SCHEMES AVAILABLE:

Annual Contract:

 Four services and no single service followed by monthly servicing for first
four consecutive months.
Initial Service followed by second Service after two weeks.

 3rd Service after four months from the beginning of the contract.
 4th Service after four months from the 3rd Service.

BED BUGS MANAGEMENT:

 Bed bugs are hitch hikers and are very common in public transport, hospitals,
theatres, hotels, hostels etc.
  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
 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.
  The company has also provided the intern with stipend worth of

Rs 2500.

11

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:
 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 theme
of
the
Project
 12
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 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.,

CUSTOMER SATISFACTION
 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.

 Whether the product of service includes the features that are most
important to the customer.
 Whether the product of service of defects and performs as expected.
 Whether the company can respond to customer demands in a timely
manner, a criteria that is especially important for products & services.

In other words, customer satisfaction is the degree to which customers

per purchase expectations are fulfilled or surpassed buy a product.
DETERMINATION OF CUSTOMER SATISFACTION
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.

13

Satisfaction is often determined by the degree to which a product’s

performance is consistent with the customer’s prior expectations of how well it will
function.

ELEMENTS IN MEASURING CUSTOMER SATISFACTION

1. Determine what is important to you target.
2. Match the deployment of your customer’s survey to your type of service.
3. Adjust your questions according to the stages of buying behavior.
4. Sample more of your frequent user customers then you frequent users.
5. Use a satisfied sampling process to sample a wide band of customers.
6. Determine how often survey & what incentives are necessary.
 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.

14
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.
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.

15
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.
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
16
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 company’s and competitor’s
products. These “Ghost Shopping” can event present specific problems to
test whether the company’s 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 company’s performance,
 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 organization’s 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.

17
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.
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
18

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.
Objectives of the
study

19

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
 To analyze the customer satisfaction of the godrej hi care service I charging
price
 To find out the reason for choosing the godrej services
Limitations of
study
 20

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.

 • 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.

 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

Research
Methodolog
y
 22
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.
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.

23
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.
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.

24
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:

 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 data’s 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.

25
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.
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.
Chapter-3
Data
Analysis and
Interpretations
 26
DATA ANALYSIS AND INTERPRETATION

TABLE – NO. 1
TABLE SHOWING ON RESPONDENTS OF GENDER

Gender No. of Respondents Percentage

Male 65 81
Female 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.
 27

CHART NO. 1

CHART SHOWING ON RESPONDENTS OF GENDER

 28
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

Tools : Percentage Analysis

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.
 29
CHART – NO. 2

CHART SHOWING ON RESPONDENTS OF AGE

 30
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

Source : Primary Data

Tools : Percentage Analysis

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.
 31
CHART – NO. 3
OCCUPATION OF THE RESPONDENTS.
 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

Source : Primary Data

Tools : Percentage Analysis

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.
 33
CHART – NO. 4
FAMILY SIZE
 34
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

Source : Primary Data

Tools : Percentage Analysis

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.
 35

CHART– NO. 5
SOURCE OF MONTHLY INCOME
 36
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

Source : Primary Data

Tools : Percentage Analysis

INFERENCE:
Above 94% of respondents know about the out product 6% of respondent are
unknown the HL care services.
 37
CHART NO. 6
DO YOU KNOW THE GODREJ HI – CARE SERVICES FACTORS
NO. OF RESPONDENTS PERCENTAGE
 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

Source : Primary Data

Tools : Percentage Analysis

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.
 39
CHART NO. 7
SOURCES OF AWARENESS OF THE PRODUCT
 40
TABLE – NO. 8
SATISFACTION OF THE GODREJ HI – CARE SERVICE

Factors No. of Respondents Percentage

Very good 40 50
Good 32 40
Average 6 7
Poor 2 3
Total 80 100
Source : Primary Data
Tools : Percentage Analysis

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.
 41
CHART NO. 8
SATISFACTION OF THE GODREJ HI – CARE SERVICE
 42
TABLE – NO. 9
WHICH TYPE OF SERVICES

Factors No. of Respondents Percentage

Commercial 22 28
Home 58 72
Total 80 100

Source : Primary Data

Tools : Percentage Analysis

INFERENCE:
Above 72% of respondents are using service home and 28% of respondents
are using service commercial.
 43

CHART NO. 9
WHICH TYPE OF SERVICES
 44
TABLE – NO. 10
WHICH TYPE OF PEST PROBLEMS IN YOUR PLACE

Factors No. of Respondents Percentage

Terminates 30 38
Cockroach 30 38
Rodent 10 12
Wood Bores 5 6
Bed bugs 5 6
Total 80 100

Source : Primary Data

Tools : Percentage Analysis

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.
 45
CHART NO. 10
WHICH TYPE OF PEST PROBLEMS IN YOUR PLACE
 46
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

Source : Primary Data

Tools : Percentage Analysis

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.
 47
CHART NO. 11
HOW MANY MONTHS
 48
TABLE – NO. 12
EFFECTIVE OF ADVERTISEMENT

Factors No. of Respondents Percentage

Very good 28 35
Good 32 40
Average 18 23
Poor 2 2
Total 80 100

Source : Primary Data

Tools : Percentage Analysis

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.
 49
CHART NO. 12
EFFECTIVE OF ADVERTISEMENT
 50
TABLE – NO. 13
USE OF OTHER GODREJ PRODUCT FACTORS NO OF
RESPONDENTS PERCENTAGE

Factors No. of Respondents Percentage

Bureau 22 28
Lock 12 15
Bed 12 15
All 34 42
Total 80 100

Source : Primary Data

Tools : Percentage Analysis

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.
 51
CHART NO. 13
USE OF OTHER GODREJ PRODUCT FACTORS NO OF
RESPONDENTS PERCENTAGE
 52
TABLE – NO. 14
SATISFACTION OF THE SERVICE PRICE

Factors No. of Respondents Percentage

Very good 28 35
Good 32 40
Average 18 23
Poor 2 2
Total 80 100

Source : Primary Data

Tools : Percentage Analysis

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.
 53
CHART NO. 14
SATISFACTION OF THE SERVICE PRICE
 54
TABLE – NO. 15
PURPOSE OF SELECTING THIS SERVICE

Factors No. of Respondents Percentage

Service 10 13
Quality 36 45
Brand name 29 36
All 5 6
Total 80 100

Source : Primary Data

Tools : Percentage Analysis

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.
 55

CHART NO. 15
PURPOSE OF SELECTING THIS SERVICE
 56
TABLE – NO. 16
HAVE YOU RECOMMENDED ABOUT THIS PRODUCT TO ANY
FACTORS NO. OF RESPONDENTS PERCENTAGE

Factors No. of Respondents Percentage

Friends 28 35
Relatives 22 27
Neighbors 20 25
Any concern 10 13
Total 80 100

Source : Primary Data

Tools : Percentage Analysis

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.
 57
CHART NO. 16
HAVE YOU RECOMMENDED ABOUT THIS PRODUCT TO ANY
FACTORS NO. OF RESPONDENTS PERCENTAGE
 58
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
<25,000 6 6.75 2 2.02 1 0.22 9
25,000 to 38 36.75 10 11.02 1 1.22 49
40,000
<40000 16 16.5 6 4.95 0 0.59 22
Total 60 18 2 80

Source : Primary Data

Tool : Chi-Square Analysis

NOTE:
Oi = observed frequencies
Ei = expected frequencies

Ei =
 59
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.
 60
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 Ei
<30 20 24 10 7.2 2 0.8 32
31 to 40 22 19.5 4 5.85 - 0.65 26
>40 18 16.5 4 4.95 - 0.55 22
Total 60 18 2

Source : Primary Data

Tool : Chi-Square Analysis

NOTE:
Oi = observed frequencies
Ei = expected frequencies

Ei =
 61
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 = 9.49
Since 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.
Chapter- 4
Findings and
Suggestio
ns
 62
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.

 63

SUGGESTION

1. Company should modify the product according to the middle class people

and the rates should be low.

2. Customers need more awareness about this godrej Hicare services and

benefits.

3. Company will give sales promotion activity to the people (or) customer.

4. Company should promote the service to other district through franchisee.

5. Company should promote the products with fragrance of the flavor in the

chemicals.
Chapter- 5
Conclusion
 64

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.
Appendix
 65
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
 66
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.
a). Very Good b). Good
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?
a). Very Good b). Good
c) Average d) Poor

If any suggestion…
References
 67

BIBLIOGRAPHY

Marketing management : Rajan Nair

Statistical tools : Philp Kotler

Statistical tools : SP Gupta

Service marketing : Hellen wood Raffe.