CONTENTS

SL.NO CONTENT PAGE

NO

CHAPTER-1 INTRODUCTION
1.1 Introduction about study

1.2 Company profile

CHAPTER-II Review of literature

2.1 Statutory welfare schemes

2.2 Non statutory schemes

CHAPTER-III
3.1 Statement of problem

3.2 Scope of the Study

3.3 Objective of Study
CHAPTER-IV
4.1 Introduction
4.2 Data collection
4.3 Sampling
4.4 Statically tolls

4.5 Limitation of study

CHAPTER-V
5.1 Interpretation and Data Analysis
CHAPTER-VI
Findings
Suggestions
Conclusion
ANNEXURE
LIST OF TABLES

Table Particulars Page

No
1. Brand of product Preference

2. Satisfied Product Cost

3. Satisfied quality of product
4. New Band of product Lunched in market

5. Suggestion of Company

6. Is any Duplicate Item to sale

7. Media Important role of Consumer Awarness

8. How to know about the brand

9. Purchase product in Future

10. Brand and Model of product

11 Factor Influence to buying product decision

LIST OF CHARTS

Chart Particulars Page

No
1. Brand of product Preference

2. Satisfied Product Cost

3. Satisfied quality of product

4. New Band of product Lunched in market

5. Suggestion of Company
6. Is any Duplicate Item to sale

7. Media Important role of Consumer Awarness

8. How to know about the brand

9. Purchase product in Future

10. Brand and Model of product

11 Factor Influence to buying product decision

 CHAPTER-1
INTRODUCTION
 INTRODUCTION

1.1 INTRODUCTION ABOUT STUDY

To satisfy various wants people purchase goods and services by paying price. But what to

do if the goods and services bought are found out to be bad in quality or unreasonably priced or

measured less in quantity etc. In such situations the consumers, instead of getting satisfaction,

feel cheated by the sellers who have sold the goods and services. They also feel that they should

be properly compensated for the loss. So there should be a system to reddress such issues. On the

other hand consumers should also realize that they do have responsibilities not just rights.

Anyone who consumer goods are a consumer. Consumer gets exploited in the market. They

respond to advertisements and buy goods. Generally, advertisement does not give all the

information that a consumer needs to know or wants to know about a product. Kautilya was one

of the earliest to write in his Arthasastra about the need for Consumer awareness and protection.

With the growth of private sector there is a greater need for discipline and regulation of the

market. Consumers must be aware of the sale and purchase of goods, the health and security

aspects also. Ensuring the safety of food items sold in the market is essential these days.

consumer awareness is about making the consumer aware of his/her rights.It is a

marketing term which means that consumers are aware of products or services, its characteristics

and the other marketing P’s (place to buy, price, and promotion).Though the first consumer

movement began in England after the Second World War, a modern declaration about

consumer’s rights was first made in the United States of America in 1962, where four basic

consumer rights (choice, information, safety and to be heard ) were recognized. Ralph Nadar, a

consumer activist, is considered as the father of ‘consumer movement’. March 15 is now

celebrated as the World Consumer Rights Day. The United Nations in 1985 adopted, , certain

guidelines to achieve the objectives of maintaining protection for consumers and to establish

high level ethical conduct for those engaged in production and distribution of goods and services.

High prices, duplicate articles, underweight and under – measurements, rough behavior, undue

conditions, artificial scarcity are some of the ways by which consumers are exploited by

manufacturers and traders. Limited information, limited supplies and low literacy are factors

causing exploitation of consumers.

In India, the concept of consumer protection is not new. References to the protection of

consumer’s interest against exploitation by trade and industry, underweight and measurement,

adulteration and punishment for these offences, were made in Kautilya’s ‘Arthashastra’.

However, an organized and systematic movement to safeguard the interest of consumers, is a

recent phenomenon. The consumers have to be aware not only of the commercial aspects of sale

and purchase of goods, but also of the health and security aspects. Food safety has become an

important element of consumer awareness these days. In case of food products, its quality

depends not only on its nutritional value, but also on its safety for human consumption.

Consumption of contaminated or adulterated food is a major cause of human illness and

suffering.

This called for strong legal measures to ensure that the manufacturers and sellers observe

uniformity and transparency in prices, stocks and quality of their goods.Enactment of Consumer

Protection Act, 1986 was one of the most important steps taken to protect the interests of

consumers. The provision of the Act came into force, with effect from July 1, 1987. The act

recognizes consumer’s right to seek redresses and right to consumer education. The salient

features of the Act are as follows:-

  Applies to all goods and services unless specifically exempted by the Union Government;

 Covers all the sectors whether private, public or cooperative;

 Enshrines the consumer’s rights related to safety, information, choice, representation and

redress and consumer education.

 The act gives consumers an additional remedy besides those which may be available to

them under the provisions of other existing laws and they are free to choose the remedy.

 Empower consumers seeking discontinuance of certain unfair and restrictive trade

practices, defects or deficiencies in services and stopping in services or withdrawal of

hazardous goods from the market.

There are no legal formalities for filing the complaint. Suppose, you find yourself cheated

by trader or a manufacturer and wish to make a complaint to consumer court, you can write the

details on a plain paper. Attach the supporting documents, that is, guarantee or warrantee card

and cash memo with the complaint and submit it in the district consumer court. You do not have

to go to any lawyer or professional for legal assistance. You yourself can plead the case in the

consumer court.Since, the enactment of the Consumer Protection Act and even before that,

newspapers and magazines have been responding to the needs of consumers. Apart from

publishing articles, columns etc newspapers have also tried to come to the rescue of harassed

consumers. The Indian Express was one of the first newspapers to start a consumer complaint

column.
 Who is a consumer?

To begin with, let us know the definition of a consumer. A consumer is the buyer of

goods and services. The user of goods and services with the permission of the buyer is also

treated as a consumer. But a person is not a consumer if he/she purchases goods and services for

resale purpose.

Consumer Awareness

Consumer awareness refers to the combination of the following : (i) The knowledge of

the product purchased by the consumers in terms of its quality. For example the consumer should

know whether the product is good for health or not, whether the product is free of creating any

environmental hazard or not etc. (ii) The education about the various types of hazards and

problems associated with marketing of a product - For example, one way of marketing a product

is advertisement through news papers, television etc. Consumers should have proper education

about the bad effects of advertisement. They must also verify the contents of the advertisement.

(iii) The knowledge about ‘Consumer Rights’ - This means that, first, the consumer must know

that he/she has the right to get the right kind of product. Secondly, if the product is found out to

be faulty in some manner, the consumer should have knowledge of claiming compensation as per

the law of the land. (iv) The knowledge about consumer’s own responsibilities- This implies that

consumers should not indulge in wasteful and unnecessary consumption.

Rights and Duties of Consumers

Rights:-

1. Right to Safety—to protect against hazardous goods

2. Right to be Informed—about price, quality, purity

 3. Right to choose—access to a variety of goods and services at competitive prices.

4. Right to be Heard—consumers interest and welfare must be taken care of

5. Right to seek Redressal—protection against unfair trade practices and settling

genuine grievances.

6. Right to Consumer Education.—Kowledge about goods and issues related to

consumers.

Duties:-

1. Get a bill for every important purchase and also the Warranty card

2. Check the ISI mark or Agmark on the goods

3. Form consumer awareness groups

4. Make a complaint on genuine grievances.

5. Consumers must know to exercise their rights.

RESPONSIBILITIES OF CONSUMERS

1. BEFORE BUYING

•Planning in advance

•Enquiring past performance of product / service

•Enquiring about reputation and past performance of producer / seller / service provider

2. WHILE BUYING

•Asking for demonstration regarding how to operate / use the product/service

•Enquiring about after-sales service and ensuring availability, phone number, address and e.mail

of service center

•Reading and knowing the contents of guarantee / warranty card

•Insisting for approved sale bill with serial number, address, phone number, etc.

•Obtaining guarantee / warranty card and getting it signed/sealed by dealer

3. AFTER BUYING

•Using products as per instruction given in user manual

•Keeping bills and guarantee card safely

•In case of fault inform dealer and service center. Do not meddle or repair yourself

•Keeping record for all correspondences

•Seek immediate redressal of deficiency in product

CONSUMER PROTECTION ACT, 1986

The Act envisages a three tier quasi judicial system. They are known as (i) District Consumer

Disputes Redressal Forum (ii) State Consumer Disputes Redressal Commission and (iii) National

Consumer Disputes Redressal Commission

a. Features of Consumer Protection Act, 1986 and filing of complaints

1.Simple formalities

2.Advocates not compulsory

3.Consumers themselves can conduct cases

4.Complaints may be sent even through Registered Post

5.Registered Consumer Organisations or Government can also file complaint on behalf of

consumer(s)

6.Less expensive

7.Compensation can be claimed for the loss suffered including mental agony

Protection offered by Consumer Protection Act, 1986 against:

a.Deficiency in product or service

b.Poor aftersales service

c.Damage/Loss to health, life and property due to product

d.Hazards arising out of product/service

e.Unjust enrichment through unfair means

f.Misleading advertisements

g.Unfair Trade Practices

h.Restrictive Trade Practices (like tie-up sales)

i.Violations of any other applicable laws or regulations

Grievance Redressal

•Consumer should send a detailed petition to the dealer / service provider through registered post

pointing out the defect / deficiency and details regarding relief sought for

•Copy of the petition with postal acknowledgement card to be preserved

•If the dealer / service provider not responded in time consumer may approach District

Consumer Protection Council headed by District Collector (for districts other than Chennai) or

Commissioner of Civil Supplies and Consumer Protection (in Chennai) or Reputed Consumer

Organisation who will besending notices to the dealer / service provider on behalf of consumer

•If no remedy available through all above agencies, then relevant Consumer Disputes Redressal

Commission / Forum as the case may be approached to file a complaint against dealer / service

provider

POINTS FOR CONSUMER ATTENTION

a)PURCHASING UNDER PUBLIC DISTRIBUTION SYSTEM

Public Distribution System Outlets (ration shops) are distributing commodities against family

cards at subsidized rates. Consumer should ensure that

•Commodities are provided in correct weight without denial

•Display board is placed in front of every shop indicating available commodities and their

quantity with selling price of each product

•Samples of commodities are placed for notice of card holders

•In the absence of any of above complaint can be made to Civil Supplies and Consumer

Protection Department, Government of Tamil Nadu

•Can make an online complaint at www.consumer.tn.gov.in

OUR CONSUMER PROTECTION ACTIVITIES

•Establishment of Citizen Consumer Clubs in every educational institution

•Providing consumer education to rural masses through Women Self Help Groups / Panchayat

Level Federations and through Residents Welfare Associations / Apartment Owners Associations

in Urban areas

•Generating awareness through sectoral work shops / seminars

•Publication and distribution of monthly magazine under the caption “Tamil Nadu Nugarvor

Kavasam”

•Propagating consumer awareness messages through Radio / Television Media and short video

films With the motive of developing Citizen as “Valuable Consumer” various consumer

organisations are serving together with Government of Tamil Nadu in providing consumer

education to general public.

1.2 COMPANY PROFILE

Vasanth & Co., established in the year 1998, is a Chartered Accountancy firm based in

Bangalore, India. The firm consists of committed professionals with specialized skills, servicing

wide range of business needs, believes strongly in creating and enhancing value for Clients. We

exist because of our clients. Client satisfaction is our primary objective. We achieve this by using

contemporary processes, tools, and acquisition & application of expertise domain knowledge.

INDUSTRY SPECIALIZATION

1. STP/EOU/SEZ

2. Information Technology

3. IT Enabled Services

4. Manufacturing

5. Engineering

6. Construction

7. Hospitality

8. Business Process Outsourcing

9. Knowledge Process Outsourcing

OUR CULTURE

We focus on building a relationship with our clients that is clear, lawful, ethical, friendly and

result oriented. As a result our services are :-

1. Proactive

2. Practical

3. Punctual
 4. Professional

5. Responsive

Improved services every time

Vasanth Kumar, founder of Vasanth & Co., Chartered Accounting Firm and is a Fellow Member

of Institute Chartered Accountants of India, qualified in the year 1998 and having nearly two

decades of experience as a Chartered Accountant. Graduated from Bangalore University and

Prior to practice, he worked as a Finance Manager of an Engineering Company having offices in

US, Japan, China, Europe's and further to post qualification worked with senior professionals in

chartered accountancy firm for two Years and attained the expertise knowledge in handling

matters relating to Direct and Indirect Taxation, FEMA Compliances, Statutory and Internal

Audits of Public Sector Units, Listed Companies of diversified industries and scale of business,

Having established his own practice in the name of "Vasanth & Co.," Chartered Accountants

with a vision to assure the Quality and Timely Service in Audit,Assurance and Advisory services

of Start up companies, registrations as an Export He is also a Board member of M/s. Proliant

Management Consultancy Services Private Limited engaged in providing solutions in setting

upof Business, Accounting and Business/ Knowledge Keeping Technology at his Heart works

with many start up technology companies as a Mentor and advisor in assisting them to set up

their operations, to get seed funds from banks and HNI's and assisting them to move to the next

level of business.He also actively participates in various Social & Charitable Activities and out

of his passion and interest. He is Member of the following organization

1. A Life Time Member in a Non-Profit Organisation "Aid The Ailing Association"

2. A Member of Ethical Committee in "Gunasheela Institute For Research In Cancer & Fertility
Centre"

3. Life Member of Bombay Chartered Accountants Society

Amarnath is a Fellow Member of Chartered Accountancy Institute of India, qualified in the year

2007 and having an experience of over 5 years as a Chartered Accountant. He holds Bachleors of

Commerce Degree from Krishna Devaraya University - Ananthpur Andhra Pradhesh.

Pre qualification worked as a Manager with M/s. Vasanth & Co., Chartered Accountants. Post

Qualification, He became Partner of M/s. Vasanth & Co., and attained expertise deomain

knowledge in Statutory and Internal Audits of Private and Limited Companies and NGO's and

Keen observer on latest happenings in technology companies and worked with many start up

tech companies helping them to comply with regulations. Member of Charitable Organization

helps people on education, working on eradication of malnutrition problems among the children

and an active member of M/s. Aid the Ailing Association, Bangalore which works for the

upliftment of underprivileged children in the society.Vijanth is an Associate Member of

Chartered Accountancy, who qualified in June 2009 and did his Article ship under Sri Vasanth

Kumar, founder of Vasanth & Co., and after qualifying as a Chartered Accountant, served as an

Audit Manager and later in the year 2012 become a Partner in Vasanth & Co., Chartered

Accountants. He is also pursuing Cost Accountancy Final from The Institute of Cost Accountants

of India and also a graduate in Costing & Commerce from Madurai University and topper in

College as well as in School. He has interest and passion for teaching, also served as a faculty in

Coaching Institutions, participated in various seminars and conducted motivating classes to

students of Commerce and CA Aspirants in rural areas.

 CHAPTER-II

LITERATURE SURVEY
2.1 LITERATURE REVIEW

The review of literature presented below is limited to the eight basic consumer rights as

defined by Consumers International (2011) and adopted by the National Consumer Affairs

Council of the Department of Trade and Industry in the Philippines are presented below.

Consumer awareness is referred to as the perception or understanding of these rights by

consumers.

The first right refers to basic needs. This right ensures availability of basic goods and

services to consumers at affordable prices and of good quality. It includes adequate food,

clothing, shelter, health care, education, public utilities, water and sanitation to lead a decent life.

Based on these human needs, the United Nations Guidelines on Consumer Protection defines

sustainable consumption as including “meeting the needs of present and future generations for

goods and services in ways that are economically, socially and environmentally sustainable”

(United Nations, 1999). The Universal Declaration of Human Rights in 1948, Paris (Article 25),

as cited by United Nations Educational Scientific and Cultural Organization (UNESCO) further

signifies that "Everyone has the right to a standard of living adequate for the health and well-

being of himself and of his family, including food, clothing, housing and medical care and

necessary social services..."

The second right pertains to safety. This right assures consumers to be protected against

marketing of goods which are injurious to health and life. Consumers are assured that

manufacturers of consumer products undertake extensive safety and performance testing before
selling their products in the market. Products should be properly labelled with information as to

the contents, use, precautions or warning signs and how to prepare it, if the need arises.

Wilson (2008) argues that consumers have the right not only to expect protection from

hazardous products and services purchased in the marketplace, particularly if used properly for

their intended purpose but also the right to be protected from the sale and distribution of

dangerous goods and services. On the other hand, Dumalagan (2004) emphasizes that all

consumers are entitled to safety against the marketing of goods or the provision of services that

are hazardous to their health and life. She supports that economic globalization may benefit the

consumers as a consequence of the expanding circulation of goods and services, thus, enhancing

their right of choice, based on needs and purchasing power. Conversely, it may also create certain

uncertainty about their safety. As Harland (1990) declares, the capacity of goods and services to

cause serious injury or death has vastly increased as consumers are often faced with inadequate

information to assess whether these goods and services conform to basic safety requirements.

The third is the right to information. This is the right of consumers to be protected

against dishonest or misleading advertising or labelling and the right to be given the facts and

information needed to make an informed choice. Consumers have the right to receive adequate

information about products on which to base buying decisions. Information to consumers

includes product specification, place of origin, safety warnings, price, mode of payment, date of

quality assurance, description of after-sale services, warranty, ingredient, nutritional facts, etc.

Consumers expect complete information about the product to be purchased including its use,

ingredients or chemical contents, limitations and expiry date. Consumers must be informed about

the safety precautions to be taken while using the product to avoid loss or injury. Limited

information is one of the factors causing exploitation of consumers.

 Aaker and Day (1978) cited the right to be informed as a fundamental economic interest

of the consumer. They believe that consumers should be provided with sufficient information to

make wise purchase decisions. Information should not be persuasive as shown by commercials,

but should be informative. At present, products are massive in quantity and more complicated to

assess. Against this numerous products are lay buyers who do not have the time or the capacity to

obtain information to help them in making the correct decision to buy. Along this line, Peter and

Olson (2005) demonstrated that a substantial amount of marketing information is

miscomprehended in that consumers form inaccurate, confused or inappropriate information

interpretation. The type of miscomprehension can vary from confusion over similar brand names

to misinterpreting a product claim by forming an inaccurate means-end chain.

The fourth is the right to choose. This deals with the right to choose products and services

at competitive prices, with an assurance of satisfactory quality. Consumers expect a wide array of

goods and services which are offered in the market with diverse brands, sizes, shapes, colors and

with differences in the price, quality and use. Consumers have the right to be assured that a

selection of quality products and services are available for them to purchase at competitive

prices. The right to choose also intends to protect competitors from each other, particularly the

small firms from the large and powerful ones.

According to Wilson (2008) a consumer should have the opportunity to select the goods

or services that he or she wants to purchase. Gupta and Panchal (2009) pointed out that with the

rise in the income of people, the quality, quantity and sophistication of the consumer goods has

also increased. They believe that the market literally overflows with new products based on

intricate technology thus making it very difficult for the consumer to select an item because of

misleading advertisements and improper media emphasis as well.

 The fifth right refers to representation. The right to representation is also known as the

right to be heard. This is the right to express consumer interest in the making and execution of

government policies that will have an impact on the supply of goods and services to consumers.

Consumers expect legislators would propose laws that would ensure that consumers would have

the chance to live a better life by getting the best value for their hard-earned money. Consumers

have the right to equal and fair consideration in government policy-making situations, as well as

prompt treatment in administrative courts or legal communities. Consumers have the right to

complain when there are problems or concerns. The right to be heard involved an assurance that

consumer would be considered in the formulation of government policy and during regulatory

proceedings. Some business enterprises advocate this consumer right in formulating their

policies (Aaker and Day, 1978).

The sixth is the right to redress. This is the right of consumers to be compensated for

misrepresentation, shoddy goods or unsatisfactory services. Under this right, consumers expect

defective goods to be replaced or money refunded by the seller or dealer. Consumers also have

the right to seek legal remedies in the appropriate courts of law. Through this right, the

consumers are assured that their complaints will receive due attention. This right also provides

for due compensation to consumers if they have suffered a loss or are put to jeopardy due to the

fault of the supplier or manufacturer. Aaker and Day (1978) pointed out that consumers should

be given an opportunity to voice dissatisfaction and complaint is settled satisfactorily. A variety

of innovations, including free legal service for the poor, consumer class action suits, and

arbitration procedures have substantially enhanced the right to recourse and redress, or to fair

settlement of just claims.

 The seventh right pertains to consumer education. This is the right to acquire the

knowledge and skills necessary to be an informed consumer. Consumers may look forward to the

three sectors of society: business, government and consumer would embark on an information

campaign through tri-media on consumer-related issues as well as series of seminars,

conferences, for training and public hearings for the welfare of consumer. To prevent market

malpractices and exploitation of consumers, consumer awareness and education are essentially

required. Recognizing the importance of consumer education, Singh (2002) lays down four

important aspects: (a) Informed Choice- Consumers must learn to obtain information on goods

and services, discriminate between sources of information, understand the psychology of selling

and advertising; (b) Value Systems- Consumer education must enable the consumer to

understand that individual consumer decisions have a broad social impact and influence on such

important things as the overall allocation of resources within the society; (c) Wise Decision

Making- Consumers need information to make careful, wise decisions and informed choices;

and, (d) Catalyst for Action Consumers must be aware of the available avenues of consumer

complaint and redress and learn to use them for their benefit. In addition, Prajapati et al. (2009)

acknowledges the help of consumer education in making wise choice especially in developing

countries where it becomes more important because there is variety of products and there is little

control over standards.

Lastly, the eight right concerns a healthy environment. This right assures consumers to

live and work in an environment which is neither threatening nor dangerous and which permits a

life of dignity and wellbeing. Consumers expect the government exerting effort regarding the

alarming increase in the degradation of the environment especially on forest, dying wildlife,

depleted land fill space and environmental contamination to prevent further damage and the
constant monitoring of our seas, coral reefs, forest and waste disposal being committed by

factories to check if there is a violation of the laws on environmental protection. Dumalagan

(2004) emphasizes that all consumers are entitled to a healthy environment and should be

protected from the devastating effects of air, earth, and water pollution that may affect the

performance of daily marketplace operations. Consumers have the right to live and work in an

environment that does not threaten the well-being of present and future generations.
 CHAPTER-III
SCOPE AND OBJECTIVE STUDY
3.1 PROBLEM OF THE STATEMENT

Home Appliance is the day to day need of any individual all over the world. In India the

supply of Home Appliance to the customers is done through the unorganized Home Appliance .

After the revolution of the co-operative Home Appliance unions the Home Appliance India seen

the packaged and processed Home Appliance and Home Appliance products. For many years the

co-operative Home Appliance unions enjoyed monopoly in the market. But after the entry of

private sector in this industry the competition has increased to maximum extent. Each of the

players in the market has many ranges of Home Appliance products under different brands. And

each and every player wishes that his brand of products must be on the top of the mind of

customer.

With the increasing competition, KMF is not able to raise the market share of its Nandini

branded Home Appliance and Home Appliance products. And the company thinks the lacking of

awareness of its products may be affecting its sale. In order to increase the consumer awareness

the company started many promotional activities. Now the company wants to know how much

customers are aware about the product and what impact of promotional activities in creating

awareness.

Hence the main purpose of this study is to find the “to study the consumer awareness

about Nandini Home Appliance and Home Appliance products, and impact of promotional

activities on creating awareness.”

3.2 NEED FOR THE STUDY

Vasanth and co , is the oldest company in the Tamilnadu region in the Packaged Home
appliance Products segment. The company was the leader in this segment with its various
products under the brand of vasanth and co. But now with the increasing competitors from
private sector in home appliance the company has failed to increase its market.
The company has made the attempt to increase the sales through many promotional activities like
advertisements through various Medias, and Awareness Campaigns. Through these promotional
activities the company wanted to re-capture the customers who are shifted from vasanth and co
to other private branded products, and also wants capture those consumers who still depending
on the un-organized suppliers like Dabba Milkmen etc…
So now the company wants to know the consumer awareness about vasanth and co.
home appliance products and impact of promotional activities on creating the awareness in the
minds of customers. And also the company wants to know what sort of activities to be
undertaken to attract the customers.
3.3 OBJECTIVE OF THE STUDY

To study the consumer awareness about vasanth and co Products.

To study impact of promotional activities on creating consumer awareness.

To study the whole product range of vasanth and co products.

To study the customer expectations in vasanth and co

To study the promotional activities adopted by the company.

To evaluate the impact of those activities on customers mind.

To search for the new areas on which the company can focus to create awareness.
 CHAPTER – IV
RESEARCH AND METHODOLOGIES

4.1.RESEARCH METHODOLOGY
 Research methodology is the process of systematic investigation of any

management problem is deals with research design, data collection method, sampling

plan, statistical fads.

4.2.TYPE OF RESEARCH – Exploratory Research.

The research design is usually conducted during the initial stage of the research

process. The preliminary activities undertaken to refine the problem into a researchable

one need not be formal or precise. The purpose of the exploratory research process is to

progressively narrow the scope of the research topic and to transform discovered

problems into defined ones, incorporating specific research objectives.

4.3.SAMPLE DESIGN:

Sampling design – The sampling method adopted for research work was Convenience

sampling method.

Sample size - The sample selected was 300. The data collection method was based on the

following:

Sampling Unit – Professional

4.4.VARIABLES OF THE STUDY:

Dependent Variable – Overall satisfaction

Independent Variable – Brokerage, Tips, Trade confirmation, Flexibility, Customer

support, Speed of service, Clarity of information, Time taken to respond to telephone

enquiries, staff treating as a valuable customer.

4.5.METHOD OF DATA COLLECTION:

The sources of the data for the study were primary data. The questionnaire was prepared

and administered to collect the relevant primary data. The data collection method was

based on Questionnaire and Observation.

4.6.STATISTICAL TOOLS USED FOR ANALYSIS:

Data collected through questionnaires is analyzed using techniques and association test. It

is done through correlation analysis, chi square test.

CORRELATION:

Correlation refers to the relationship between two or more variables. Here we can find

out independent variables like Brokerage, Tips, Trade confirmation, Flexibility, Customer

support, Speed of service, Clarity of information, Time taken to respond to telephone

enquiries, staff treating as a valuable customer and dependant variable is overall

satisfaction.

As a non parametric test chi square is used for

1. Testing the goodness of fit between observed and accepted frequency.

2. Testing the independent of two attributes.

CHI – SQURE TEST:

 The test is non-parametric test. The symbol is a Greek Letter chi (K).

The describes the magnitude of the discrepancy between theory and observation it is

defined as [(O-E)² / E].

O = refers to the observed frequency

E = refers to the expected frequency.

First the expected frequency is calculated using the equations.

E = RT × CT / N

RT = Row total for the containing the cell.

CT = Column total for the column continuing the equations.

N = Total no of observations.

The difference between the observed and expected frequency is calculated and the value

(O-E)² is obtained.

The value [(O-E)² / E] is calculated and the value sigma gives the chi- square value and it

range from zero to infinity. Then sigma value is compared with chi-square [x²] table

value at the level of significance for testing the hypothesis.

 CHAPTER-V

DATA ANALYSIS AND INTERPRETATION

5.1 DATA ANALYSIS AND INTERPRETATION

TABLE : 1 BRAND OF PRODUCT PREFERENCE

S. No. Educational Qualification No. of respondents Percentage

1. Sony 15 15
2. Samsung 29 29
3. LG 32 32
4. Panasonic 9 9
5. Hairer 13 13
6. Onida 2 2
GRAND TOTAL 100 100%

INFERENCE :

The above table shows that the respondents based on their “sony” 2.66% of them are samsungl.

5.33% LG 42.66% Panasonic, 12% of them are in Hairer and 17.33 are onida .

FIGURE : 1 BRAND OF PRODUCT PREFERENCE

TABLE : 2 SATISFIED PRODUCT COST
 YES/NO No. of respondents Percentage

Yes 66 66

No 34 34

Total 50 100

Inference:
The chart reveals that 66% respondents are male and remaining female employees.

CHART-2: SATISFIED PRODUCT COST

 70
60
50
40
30 YES
20 NO
10
0
No. of Percentage
respondents

TABLE-3 SATISFIED QUALITY OF PRODUCT

YES/NO No. of respondents Percentage

Yes 38 38%

No 62 62%

Total 100 100%

Inferences : From the above table it is inferred that 38% of the respondents

satisfied their family needs. 62% of the respondents didn’t satisfied their family needs.
 CHART-3 SATISFIED QUALITY OF PRODUCT

TABLE -4 NEW BAND OF PRODUCT LUNCHED IN MARKET

 No. of
S.No YES/NO Percentage
respondents

1 Yes 53 53

2 No 47 47

Total 100 100

Interpretation:

From the above it is observed that 53% of the respondents satisfied, 47% of the respondents non

satisfied.

CHART 4 NEW BAND OF PRODUCT LUNCHED IN MARKET

 percentage

54 53
52
50
48 47
46
44
YES NO

New Band of product Lunched in market

TABLE : 5 SUGGESTION OF COMPANY

No. of
S.No Particulars Percentage
Respondents

1 Price 25 25

2 Quality 63 63

3 offer 12 12

4 other 0 0

Total 100 100

INTERPRETATION:
 From the above it is observed that 25% of respondents have price, 63% of
respondents have quality and 12 % of respondents have offer.

CHART-5 SUGGESTION OF COMPANY

Percentage

60
48
50
38
40
30
20 14
10
0
Price Quality offer
Year of experience
 TABLE-6 IS ANY DUPLICATE ITEM TO SALE

Yes / No No. of respondents Percentage

Yes 38 38%

No 62 62%

Total 100 100%

Inferences :

From the above table it is inferred that 38% of the respondents satisfied their family

needs. 62% of the respondents didn’t satisfied their family needs.

CHART-6 IS ANY DUPLICATE ITEM TO SALE
 TABLE -7 MEDIA IMPORTANT ROLE OF CONSUMER AWARNESS

No. of
S.No YES/NO Percentage
respondents

1 Yes 53 53

2 No 47 47

Total 100 100

Interpretation:

From the above it is observed that 53% of the respondents Yes, 47% of the respondents.
CHART -7 MEDIA IMPORTANT ROLE OF CONSUMER AWARNESS
 TABLE- 8 HOW TO KNOW ABOUT THE BRAND

Particulars No. of respondents Percentage

Advertisement 48 48%

Dealer 18 18%

Salesman 34 34%

Print Media 0 0

Total 100 100%

Inferences:

From the above table it is inferred that 48% of the respondents Advertisement. 18% of

the respondents Dealer s. 34% of the respondents Salesman.

CHART-8 HOW TO KNOW ABOUT THE BRAND
 TABLE : 9 PURCHASING PRODUCT IN FUTURE

No. of
S.No YES/NO Percentage
respondents

1 Yes 60 60

2 No 40 40

Total 100 100

Inferences:

From the above table it is inferred that 60% of the respondents satisfied. 40% of the

respondents not satisfied.

CHART : 9 PURCHASING PRODUCT IN FUTURE
 TABLE 10: BRAND AND MODEL OF PRODUCT

Particulars No. of respondents Percentage

Newspaper 16 16

Magazines 35 35

Friends 26 26

others 23 23

Total 100 100

Inference:
The above table shows that 16% of Newspaper, about 35% Magazines, about 26% fall
under the age group between 36 and 45 and just 23% Friends. It is inferred that most of the
employees others. The same is depicted in the following figure

FIGURE 10 BRAND AND MODEL OF PRODUCT

TABLE : 11 BRAND AND MODEL OF PRODUCT
 No. of
S.No YES/NO Percentage
respondents

1 Yes 75 75

2 No 35 35

Total 100 100

Inferences:

From the above table it is inferred that 75% of the respondents band and model. 35% of

the respondents are others.

CHART : 11 BRAND AND MODEL OF PRODUCT

TABLE : 12 SATISFIED WARRANTY SERVICES

 No. of
S.No YES/NO Percentage
respondents

1 Yes 67 67

2 No 33 33

Total 100 100

Inferences:

From the above table it is inferred that 67% of the respondents Satisfied Warranty

services. 35% of the respondents are non satisfied.

CHART : 12 SATISFIED WARRANTY SERVICES

TABLE : 13 HAVE YOU OBSERVED THE ADVERTISEMENTS OF
PRODUCTS?
 No. of
S.No YES/NO Percentage
respondents

1 Yes 67 67

2 No 33 33

Total 100 100

Inferences:

From the above table it is inferred that 67% of the respondents Satisfied Warranty

services. 35% of the respondents are non satisfied.

CHART : 13 HAVE YOU OBSERVED THE ADVERTISEMENTS OF PRODUCTS

TABLE : 14 SATISFIED WITH EMI OPTION
 No. of
S.No YES/NO Percentage
respondents

1 Yes 47 47

2 No 53 53

Total 100 100

Inferences:

From the above table it is inferred that 47% of the respondents Satisfied Warranty

services. 53% of the respondents are non satisfied.

CHART : 14 SATISFIED WITH EMI OPTION

TABLE : 15 SATISFIED CUSTOMER SERVICES
 No. of
S.No YES/NO Percentage
respondents

1 Yes 67 67

2 No 33 33

Total 100 100

Inferences:

From the above table it is inferred that 67% of the respondents Satisfied Warranty

services. 35% of the respondents are non satisfied.

CHART : 15 SATISFIED CUSTOMER SERVICES

TABLE : 15 SATISFIED CUSTOMER SERVICES

 No. of
S.No YES/NO Percentage
respondents

1 Yes 67 67

2 No 33 33

Total 100 100

Inferences:

From the above table it is inferred that 67% of the respondents Satisfied Warranty

services. 35% of the respondents are non satisfied.

HYPOTHESIS: CHI – SQUARE TEST –IV

 TABLE NO – 16 SUGGESTION OF COMPANY AND MEDIA IMPORTANT ROLE OF
CONSUMER AWARNESS

Consumer Awareness Price Quality Offer Others Total

16 33 8 2
Yes 59
(20.7) (30.1) (8) (2)

19 18 4 0
No 41
(14.4) (20.9) (4.9) (0.8)

Total 35 51 12 2 100

There is no significant relationship between the employee’s opinion Respondent Suggestion of

Company and Media Important role of Consumer Awarness

Degrees of Freedom [d.f] = (r-1) (c-1)

= (4 -1) (2 – 1)

= 3*1 = 3

Significance level of 3 at 5%
Calculated value [C.V] = 4.922
Table value [T.V] = 7.815

CONCLUSION:
 Since the calculated value is lesser than the table value, the null hypothesis is accepted.

So it is proved that there is no significant relationship between Suggestion of Company and Media

Important role of Consumer Awareness

FINDINGS
1. 48%f the respondent have below 2 years of experience

2. 38% of the respondents have below 2-5 years of experience.

3. Most of the respondents (36%) of salary between are below 7000

4. Most of the respondents (53%) work in the technical area.

5. 47% of the respondents work in the non-technical area.

6. Most of the (34%) respondents feel neutral with the statement that the existing work

environment is comfortable.

7. Most of the (21%) respondents feel agree with the statement that the existing work

environment is comfortable.

8. Nearly (42%) of the respondents feel neutral about the resources are available in the

existing work environment.

9. Most of (44%) respondents strongly agree for comfortable with your company.

10. Nearly 38%of the respondents feel neutral with transport facilities in the company.

11. 29%of the respondent’s neutral for the statement Educational facilities provided by the

company.

12. 24% of the respondent’s agree for the statement Educational facilities provided by the

company

13. Nearly 32%of the respondents are encouraged by the management to purchase the

house.

14. About 69%of the respondents are aware about the welfare measures in company.

15. Next 31% of the respondents are not aware about the welfare measures in company.
SUGGESTIONS

 The company must undertake certain different methods to train their employees to

improve their efficiencies.

 A good relationship between the employees and the staffs are to be maintained.

 The company should provide some more facilities for the employees.

 The company has to have innovative recreational facilities so that the employees can

refresh themselves

CONCLUSION

The study has revealed certain facts which are helpful for management. The

study has given specific Indication about be attitude of workers towards the present

Welfare system. From the study conclude that the employees have a good relationship

With the management. They are allowed to share their ideas and suggestions with The

top authorities. if they have any Complaints, they can inform it to the authorities

without any hesitation.

ANNEXURE

A STUDY ON EMPLOYEE WELFARE MEASURES IN

CHENNAI SILK

1. Name of the Respondent:

Age:

a) 20-30 b)31-40 c)41-50 d)above 51

2. Gender

a) Male b) Female

3. Marital status

a) Married b) Unmarried
4. Family size

a) Two b) Three c)Four d)More than Five

5. Educational qualification

a) Graduate b) post graduate c)Diploma d) others

6. Experience

a) Less than 2 years b) 2-5 years c) more than 5yeas

7. Monthly income

a) Below 7000 b)8000 to 10000 c)11000 to 15000 d)above 16000

8. Total strength of employee in your organization? Nature of work?

a)Technical b) Non-Technical

9. Existing work environment is comparable?

a) strongly agree b) agree c)neutral

d) disagree e) strongly disagree

10. Sufficient resource available in the existing work environment

 a) strongly agree b) agree c)neutral
d) disagree e) strongly disagree

11. Reasonable work load in the company?

a) strongly agree b) agree c)neutral
d) disagree e) strongly disagree

12. Awareness about different welfare measures?

a) Yes b) no

13. Different type of welfare measures provided by the company?

a) Drinking water b) occupational safety c) health & safety

d) Canteen d) transport e) others

14. Medical insurance policy provided by the company?

a) Yes b) No

15. Management encouraging purchasing the house?

a) Yes b) No
16. Management provide by convenience facilities to purchase motor vehicle?

a)Yes b) NO