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A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

CONTENT
Chapter 1
Introduction Objective of the study Scope of the study Research Methodology Limitations of the study

Chapter 2
Industrial Profile Organization Profile Coca Cola

Chapter 3
Theoretical Aspects Of The Study

Chapter 4
Data Analysis and Interpretation (Analysis with graphs and charts)

Chapter 5
Findings Suggestions Conclusion

Annexure
Questionnaire Bibliography

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Chapter 1:
Introduction Objective of the study Scope of the study
Research Methodology Limitations of the study

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

INTRODUCTION
The project was carried for the Completion of Bachelor in Business Management from the Vijayanagara Sri Krishnadevaraya University, Bellary. The aim behind this project was to get an exposure to the working environment in an organization. It was a great opportunity to relate concepts learned by me to the practical application in the organization. This projectnot only helped me in interacting with highly experienced managersbut also made me to improve my practical knowledge. Considering this type of perishable products like soft-drinks. I wanted to learn about Whether the consumer of this product use it or not? What features do they look for? What benefit do they seek? How likely they like to consume such products? The answers for these questions can be found through consumer research and can provide manufactures with important inputs for the products in terms of: Scheduling Design Modifications Promotional activities

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

NEED FOR THE STUDY


With the economic liberalization in India a number of global companies have been coming forward to invest in India and tapping perhaps and world's biggest growing market. As the floodgates have been opened up for Multinational Companies, the global giant Coca-Cola also decided to make an entry into the Indian market. In India, the per capita consumption of soft drinks is at rock bottom level even less than our neighboring countries Pakistan and Bangladesh, where it is four times as much. The last summer was particularly sweltering one, with temperatures hitting the high 40's in some places yet; bottles were disappearing from shelves faster than they could be replaced. In the peak season, they found themselves short of capacity and having to turn around their trucks faster and faster to slake the Great-Indian Thirst. With growth rates zooming into the double digits, bottlers have been propelled into expanding capacities. With their big-time plans, the multinationals have changed the face of this business, long dominated by small-time businessmen. If demand continues to increase annually at an average of 20 percent, then volumes could reach one billion cases within ten years. These arc ambitious targets and to reach them the cola makers will have to build capacity, infrastructure, make their bottlers more available and more affordable. There are 5, 00,000 retailers stocking soft drinks in India. Also, soft drinks which retail at anywhere between Rs.9.00 and Rs.12.00 are expensive when measured against purchasing power. As they concoct their strategies, keeping an eye on each other all the time, ultimately there's only one guy they have to watch out for, who will determine their fortunes: the consumer. The real race to quench his thirst has just begun

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

OBJECTIVE OF THE PROJECT:


The main objective of this project is to study and understand customers satisfaction level on soft drinks by Coca-Cola. To study about the customers perception with regard Coca-Cola To understand the Promotional Strategies

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

SCOPE OF THE STUDY


In this competitive modern age where different qualities and types of goods exist; branding is given special importance in the business world not only giving separate identity but also easy recognition to the product and so also creates a special brand preference Customer satisfaction covers all the areas of importance to consumers which in-turn helps the company in preparing strategies for a well-built and improved Customer satisfaction for the product of the company. The subject is studied for the improvement of the product in view of the limitations of the study, which will help me in acquiring a better insight and understanding the trivial aspects of the Customer satisfaction.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

RESEARCH METHODOLOGY
Data will be collected from a sample of size 50 and distributed over different areas by using Simple Random Sampling. 1. Demographic Segmentation 2. Use-Related Segmentation Demographic Segmentation Demographic segmentation refers to division of the market into groups based on variables such as age, gender family size, income, occupation, education, religion, race and nationality. This division is done in order to make marketing easier and avoid wastage of resources Use-Related Segmentation Use-related segmentation is defined as a popular and effective form of segmentation that categorized consumers in terms of product, service, or brand-usage characteristics, such as usage rate, awareness status, and degree of brand loyalty.

Analysis 1. Data Analysis is done both qualitatively and quantitatively. 2. The analysis is presented pictographically using bar graphs

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

SAMPLING Selection of Sample: Sampling allows us to concentrate our attention upon relatively small number of people and hence devote more energy to ensure that the information collected from them is accurate.

Population: People from the Bellary city.

Sampling Size: 50Respondents only.

Sample Method: Simple Random Sampling.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

RESEARCH DESIGN

The research design had a main phase,

Survey A field of applied statistics, survey methodology studies the sampling of individual units from a population and the associated survey data collection techniques, such as questionnaire construction and methods for improving the number and accuracy of responses to surveys.For the survey purpose I selected a part of the Bellary city.

Data collection methods: Primary data : Personal interactions, survey Secondary data : Internet, Books and Media sources( newspapers and magazines)

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

MEASURMENT TECHNIQUES:

This project is analyzed by taking in consideration the various data which is been collected during the study. I was very important to analysis the data and representing these data graphically and chronologically i.e. the data which is collected is analyzed with the help of Bar graphs Percentage tables

Bar graphs: A bar chart or bar graph is a chart with rectangular bars with lengths proportional to the values that they represent. The bars can be plotted vertically or horizontally.

Percentage: A percentage is a number or ratio expressed as a fraction of 100. It is often denoted using the percent sign, "%", or the abbreviation "pct."

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

LIMITATIONS OF THE STUDY


The study is conducted within the confines of the city The study made use of both the primary and secondary sources of information but more stress was laid up on secondary data source. Due to lack of time and finances, the sample size is confined to 50 only. Study is confined to consumers mostly belonging to age group between 20-25 years

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Chapter 2:
Industrial profile Organizational profile
Coca-Cola pvt ltd

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

INDUSTRIAL PROFILE
A soft drink (also called soda, pop, coke, soda pop, fizzy drink, tonic, seltzer, mineral, sparkling water, lolly water or carbonated beverage) is a beverage that typically contains water (often, but not always, carbonated water), usually a sweetener and usually a flavoring agent. The sweetener may be sugar, high-fructose corn syrup, fruit juice, sugar substitutes (in the case of diet drinks) or some combination of these. Soft drinks may also contain caffeine, colorings, preservatives and other ingredients Soft drinks are called "soft" in contrast to "hard drinks" (alcoholic beverages). Small amounts of alcohol may be present in a soft drink, but the alcohol content must be less than 0.5% of the total volume if the drink is to be considered non-alcoholic. Fruit juice, tea and other such nonalcoholic beverages are technically soft drinks by this definition but are not generally referred to as such. Soft drinks may be served chilled or at room temperature, and some, such as Dr. Pepper, can be served warm. The first marketed soft drinks in the Western world appeared in the 17th century. They were made of water and lemon juice sweetened with honey. In 1676, the Compagnie des Limonadiers of Paris was granted a monopoly for the sale of lemonade soft drinks. Vendors carried tanks of lemonade on their backs and dispensed cups of the soft drink to thirsty Parisians

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

The entry of carbonated soil drink into the Indian soil is relatively new. The credit for introducing branded soil drink goes to pure drinks private Ltd, Delhi. Later this company became the franchised bottler of Coca-Cola Export Corporation. Accordingly, in 1950 Coca Cola made its first debut in the Indian market. This is the story about the origin of soft drinks in India. After Coca-Cola, Pepsi entered into the market. The exit of Pepsi made coke the undisputed leader in the soft drinks market. This company too was forced to leave India due to its non-compliance with the rules and regulations of the Government in 1977. The exit of coke becomes a boom to national manufactures and all the players started increasing their business. Among the many national players like pure drinks Me Dowels, Modem foods, Spencer's and parley, Parle emerged as the leader in the Indian soft drink market. It is believed that by the end of 1989. Parle captured more than 75% of the national soft drink market. In 1990, Pepsi reentered India and started making more noise in the market. All the same, it grabbed considerable market share from parley. Besides this, Coke also reentered India after 16 years of exile, fearing that, it cannot cling to its market leadership. Parle sold itself to Coca-Cola for $40 Million November, 1993.

By buying over local competition the two American Cola giant share cleared up the arena and are packing all their power behind building the Indian franchise of their global girdling brands. If Pepsi invests Rs. 300 core, Coke will be investing more than that and vice versa. The total investment is of a size and scale that the Rs. 3048 cork soft drink businesses have never seen before.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Both players see enormous potential in this country. Where swigging a carbonated beverage is still considered as treat virtually a luxury. Consequently by world standards India's per capita consumption of three servings is rock bottom less even than over neighbors Pakistan and Bangladesh. Where is four times as much so, the cola giants feel that per caps can only go up and up. As incomes improve so do life styles a pattern they have seen in many of the 195 countries they sell their universal products. This report is highly focused on providing insights about the Carbonated Soft Drinks in India where the market consists of cola products and non-cola products of which the cola segment constitutes 62%, non-cola segment is bagged with 30% and Energy Drinks Segment is 8% which has been growing at a CAGR of 29% from 2009. Furthermore the urban areas report a dramatically high consumption of aerated drinks as compared to rural areas, where Delhi is on the top of the list for Carbonated Soft Drink consumption. The report reveals the market share and size of the top players in the Industry being Coke and Pepsi with a combined Market share of 95%. The research further reveals that the Western region accounts for 32% of the Carbonated Soft drink Industry in India, in spite of a never ending rivalry, between the major players. Porters five force model has been effectively used to understand the competition situation prevailing in the Industry coupled with PEST analysis to understand the macro economic conditions of the Industry

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Market Segmentof Food Industries Food Industries


Fruits, Vegetables, Meat, Fish, Oil Dairy Products Grain Mill Products 40% 5% 10% Soft drinks Beverages 20% Fruit beverages Others Others 25% TOTAL 100% 12% 5% 3%

Shares

Market Share of Various Food Processing Industries

Market Segment
Fruits, Vegetables, Meat, Fish, Oil 25% 40% 20% 10% 5% Dairy Products Grain Mill Products Beverages Others

Market Share of Different Beverages

others 15%

Share

fruit beverages 25%

Soft drinks 60%

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

ORGANIZATION PROFILE
COCA COLA Pvt. Ltd Coca-Cola originated as a soda fountain beverage in 1886 selling for five cents a glass. Early growth was impressive, but it was only when a strong bottling system developed that CocaCola became the world-famous brand it is today 1894 A modest start for a bold idea In a candy store in Vicksburg, Mississippi, brisk sales of the new fountain beverage called Coca-Cola impressed the store's owner, Joseph A. Biedenharn. He began bottling Coca-Cola to sell, using a common glass bottle called a Hutchinson.

Biedenharn sent a case to Asa Griggs Candler, who owned the Company. Candler thanked him but took no action. One of his nephews already had urged that Coca-Cola be bottled, but Candler focused on fountain sales. 1899 The first bottling agreement Two young attorneys from Chattanooga, Tennessee believed they could build a business around bottling Coca-Cola. In a meeting with Candler, Benjamin F. Thomas and Joseph B. Whitehead obtained exclusive rights to bottle Coca-Cola across most of the United States -for the sum of one dollar. A third Chattanooga lawyer, John T. Lupton, soon joined their venture. 1916 Birth of the Contour Bottle Bottlers worried that Coca-Cola's straight-sided bottle was easily confused with imitators. A group representing the Company and bottlers asked glass manufacturers to offer ideas for a distinctive bottle. A design from the Root Glass Company of Terre Haute, Indiana won enthusiastic approval. The Contour Bottle became one of the few packages ever granted trademark status by the U.S. Patent Office. Today, it's one of the most recognized icons in the world - even in the dark!

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

1920s Bottling overtakes fountain sales As the 1920s dawned, more than 1,000 Coca-Cola bottlers were operating in the U.S. Their ideas and zeal fueled steady growth. Six-bottle cartons were a huge hit starting in 1923. A few years later, open-top metal coolers became the forerunners of automated vending machines. By the end of the 1920s, bottle sales of Coca-Cola exceeded fountain sales. 1920s and expansion '30s International

Led by Robert W. Woodruff, chief executive officer and chairman of the Board, the Company began a major push to establish bottling operations outside the U.S. Plants were opened in France, Guatemala, Honduras, Mexico, Belgium, Italy and South Africa. By the time World War II began, Coca-Cola was being bottled in 44 countries. 1950s Packaging innovations For the first time, consumers had choices of Coca-Cola package size and type-the traditional 6.5 ounce Contour Bottle, or larger servings including 10-, 12- and 26ounce versions. Cans were also introduced, becoming generally available in 1960.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

1960s New brands introduced Sprite, Fanta, Fresca and TAB joined brand Coca-Cola in the 1960s. Mr. Pibb and Mello Yello were added in the 1970s. The 1980s brought diet Coke and Cherry Coke, followed by POWERaDE and Fruitopia in the 1990s. Today scores of other brands are offered to meet consumer preferences in local markets around the world. 1990s New and growing markets Political and economic changes opened vast markets that were closed or underdeveloped for decades. After the fall of the Berlin Wall, the Company invested heavily to build plants in Eastern Europe. As the century closed, more than $1.5 billion was committed to new bottling facilities in Africa. 21st Century The Coca-Cola bottling system grew up with roots deeply planted in local communities. This heritage serves the Company well today as consumers seek brands that honor local identity and the distinctiveness of local markets. As was true a century ago, strong locally based relationships between Coca-Cola bottlers, customers and communities are the foundation on which the entire business grows. At the core of our business in India, as in the rest of the world is our production and distribution network, which we call the Coca-Cola system. Globally, the Coca-Cola system includes our Company and more than 300 bottling partners. The Coca-Cola Company manufactures and sells concentrate and beverage bases. Our authorized bottlers combine our concentrate or beverage bases as the case may be with sweetener (depending on the product), water or carbonated water to produce finished beverages. These finished beverages are packaged in authorized containers bearing our trademarks -- such as cans, refillable glass bottles, non-refillable PET bottles and tetra packs -- and are then sold to wholesalers or retailers. In India, additionally, the Company also sells certain powdered beverage mixes such as Vitingo.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Our beverages reach our ultimate consumers through our customers: the grocers, small retailers, hypermarkets, restaurants, convenience stores and millions of other businesses that are the final points of distribution in the Coca-Cola system. What truly defines the Coca-Cola system, and indeed what makes it unique among businesses, is our ability to create value for our customers and consumers. In India, the Coca-Cola system comprises of a wholly owned subsidiary of The Coca-Cola Company namely Coca-Cola India Pvt Ltd which manufactures and sells concentrate and beverage bases and powdered beverage mixes, a Company-owned bottling entity, namely, Hindustan Coca-Cola Beverages Pvt Ltd; thirteen licensed bottling partners of The Coca-Cola Company, who are authorized to prepare, package, sell and distribute beverages under certain specified trademarks of The Coca-Cola Company; and an extensive distribution system comprising of our customers, distributors and retailers. Coca-Cola India Private Limited sells concentrate and beverage bases to authorized bottlers who use these to produce our portfolio of beverages. These authorized bottlers independently develop local markets and distribute beverages to grocers, small retailers, supermarkets, restaurants and numerous other businesses. In turn, these customers make our beverages available to consumers across India.

LOGO OF COCA-COLA LTD

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Key People: Founder: Asa Griggs Candler President and CEO: Muhtar Kent Headquarters: Midtown Atlanta, Georgia Key People INDIA Deputy President and CEO: Atul Singh, Pacific Group Deputy Business Unit President: Venkatesh Kini, India & South West Asia Headquarters: Gurgaon, Haryana COKE PRODUCTS IN INDIA: Coca-Cola Diet Coke Thums Up Sprite Fanta Limca Maaza Burn Kinley Water Kinley Soda Schweppes GEORGIA Gold Minute Maid Pulpy Orange Nimbu Fresh Guava Apple Mango Mixed Fruit 100% Grape Juice 100% Apple Juice 100% Orange Juice

Out of which Coca-Cola, Maaza, Kinley water, Sprite, Minute Maid, GEORGIA Goldand Kinley sodaare Coca-Cola products Thums up, Limca, Fanta are the products of Parle which are purchased by the CocaCola Co. Schweppes was launched in India in 1999 after the international takeover of the brand from Cadbury Schweppes.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

PROFITABLE BRANDS ARE: 300ml - Maaza, Coke, Sprite 600 ml - all brands 2 liters All brands

Evolution in Coca-Cola bottles over the years

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Atul Singh, CEO and President, Coca-Cola India with various Coca-Cola products.

Various products of Coca-Cola

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

VISION Our vision serves as the framework for our Road map and guides every aspect of our business by describing what we need to accomplish in order to continue achieving sustainable, quality growth. People: Be a great place to work where people are inspired to be the best they can be Portfolio: Bring to the world a portfolio of quality beverage brands that anticipate and satisfy peoples desires and needs Partners: Nurture a winning network of customers and suppliers, together we create mutual, enduring value Planet: Be a responsible citizen that makes a difference by helping build and support sustainable communities Profit: Maximize long-term return to share owners while being mindful of our overall responsibilities Productivity: Be a highly effective, lean and fast-moving organization

MISSION Our Road map starts with our mission, which is enduring. It declares our purpose as a Company and serves as the standard against which we weigh our actions and decisions. To refresh the world... To inspire moments of optimism and happiness... To create value and make a difference

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

VALUES They are guided by shared values that they will live by as a company and as individuals. Leadership: "The courage to shape a better future" Passion: "Committed in heart and mind" Integrity: "Be real" Accountability: "If it is to be, its up to me" Collaboration: "Leverage collective genius" Innovation: "Seek, imagine, create, delight" Quality: "What we do, we do well"

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Profile of Business in BELLARY


Bellary is a historic city in Bellary District in Karnataka state, India.Bellary has a semi-arid climate. The city stands in the midst of a wide, level plain of black cotton soil. As the city lies in the rain shadow region of the Western Ghats, it receives little rain from the southwest monsoon. Temperatures remain high from the months of March to mid-June, with highest temperature recorded at 44.9 C (110 F). In this hot region there is a huge demand for cold drinks especially during summers where the water availability is very less. So Mr. GOPAL KRISHNA AGARWAL decided to open a small retail outlet named RADHIKA SWEETS. This outlet was opened 30 years ago. This outlet had both cold drinks and a verity of sweets and it is located at mothi circle of Bellary city which is also a main pass by and commercial area.

Profile of firm in Bellary


RADHIKA SWEETS Gopal Krishna Agarwal 1982 Radhika Sweets H.R.G complex site, Mothi Circle, Bellary 583101(Karnataka, India) Total members in the firm: 3 members Contact number: Mob: 9880982632 8884547576 Specializes in: Cold drinks of Coca-Cola brand Verity of sweets and wafers

Name of the Firm: Founder: Year of establishment: Location of the firm:

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

HEALTH EFFECTS AND CRITICISMS The consumption of sugar-sweetened soft drinks is associated with obesity, type 2 diabetes, dental caries, and low nutrient levels. Experimental studies tend to support a causal role for sugar-sweetened soft drinks in these ailments, though this is challenged by other researchers. "Sugar-sweetened" includes drinks that use high-fructose corn syrup, as well as those using sucrose. Many soft drinks contain ingredients that are themselves sources of concern: caffeine is linked to anxiety and sleep disruption when consumed in excess, and some critics question the health effects of added sugars and artificial sweeteners. Sodium benzoate has been investigated by researchers at University of Sheffield as a possible cause of DNA damage and hyperactivity. Other substances have negative health effects, but are present in such small quantities that they are unlikely to pose any substantial health risk provided that the beverages are consumed only in moderation. In 1998, the Center for Science in the Public Interest published a report titled Liquid Candy: How Soft Drinks are Harming Americans' Health. The report examined statistics relating to the increase in soft drink consumption and claimed that consumption is "likely contributing to health problems." It also criticized marketing efforts by soft drink companies. Coca-Cola was India's leading soft drink until 1977 when it left India after a new government ordered the company to turn over its secret formula for Coca-Cola and dilute its stake in its Indian unit as required by the Foreign Exchange Regulation Act (FERA). In 1993, the company (along with PepsiCo) returned after the introduction of India's Liberalization policy In India, there exists widespread concern over how Coca-Cola is produced. In particular, it is feared that the water used to produce Coke may contain unhealthy levels of pesticides and other harmful chemicals. It has also been alleged that due to the amount of water required to produce Coca-Cola, aquifers are drying up and forcing farmers to relocate

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Chapter 3:
Theoretical Aspects Of The Study

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Theoretical aspects of the study:


CUSTOMERS REALLY IMPORTANT!! C - CARE FOR THE CUSTOMER U - UNDERSTAND THE CUSTOMER S - STUDY THE CUSTOMER T - TRUST THE CUSTOMER O - OBLIGE THE CUSTOMER M - MEET THE CUSTOMER E - EVALUATE THE CUSTOMER R - RESPOND TO THE CUSTOMER S - SELL AND WIN THE CUSTOMER Who is a Customer? A customer is the most important person in a business. A customer is someone who brings his expectations to the organization, and it is their job to fulfill it. A customer is the life blood of any business A customer is a person who does a favor to the company by calling on them, but they do not do so by serving in return. A customer is not dependent on the organization; the organization is dependent on him. A customer deserves courtesy and attention. A customer is not someone to argue or match wi ts with.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Satisfaction Theactofsatisfying,orthestateofbeingsatisfied;gratificationofdesire;contentmentinpossessiona ndenjoyment;reposeofmindresultingfromcompliancewithits Customer Satisfaction Customer satisfaction, a businessterm, is a measure of how products and services supplied by a company meet or surpass customer expectation. But that seems off when you look at the separate definitions of the two words that comprise the term. Definition of Consumer Behavior: Consumer behavior is defined as activities undertake when obtaining, consuming, and disposing of products and services. Simply stated, consumer behavior has traditionally been thought of as the study of "Why people buy". With the premise that it becomes easier to develop strategies to influence consumers once a marketer knows why people buy certain products or brands. desires ordemands.

CONSUMER BEHAVIOR or CUSTOMER SATISFACTIONalso can be defined as a field of study, focusing on consumer activities. As the study of consumer behavior has evolved, so has its scope. Historically, the study of consumer behavior focused on buyer behavior or "Why people buy". More recently, researchers and practitioners have focused on Consumption analysis, why and how people consume in addition to why and how they buy. Analysis of consumption behavior represents a broader conceptual framework than buyer behavior does because it includes issues that arise after the purchase process occurs. There are several activities included in the definition of consumer behavior obtaining, consuming, and disposing.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Obtaining: It refers to the activities leading up to and including the Purchase or receipt of a product. Consuming: It refers to how, where, when and under what circumstances consumers use products. Disposing: It includes how consumers get rid of products and packaging. Slav on Consumer Behavior

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Chapter 4:
Data Analysis and Interpretation
(Analysis with graphs and chart)

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

1) A question was asked to the customers whether they consume soft drinks or not and the following are the results. ATTRIBUTES Yes No Total No. OF RESPONDENTS 45 05 50 % OF RESPONDENTS 90% 10% 100%

The above table depicts that 90% of the customers consume soft drinks. Graph showing the percentage of the nature of consumption.
100 90 80 70 60 50 40 30 20 10 0 Yes No No of respondents % of respondents2

The survey was conducted on 50 respondents whereinI found that about 90% of the surveyed consumers consumed soft drinks and only about 10% did not.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

2) A question was asked to the consumers to know how often they consume ATTRIBUTES Daily Twice in a week Once in a week Once in a month Total No. OF RESPONDENTS 35 9 5 1 50 % OF RESPONDENTS 70% 18% 10% 2% 100%

The above table depicts that 9% of the consumers consume soft drink twice in a week and the major percentage of consumers consume soft drink daily. Graph showing the soft drinks consumption habit of the people
80 70 60 50 40 30 20 10 0 daily twice a week once a week once a month no. of respondents % of respondents

The survey was conducted on 50 respondents wherein I came to know that more than 50% i.e. about 70% of the surveyed people consumed soft drinks daily.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

3) A question was asked to the consumers that about their favorite soft drink and the following are the results. ATTRIBUTES Coca-Cola Thumbs Up Sprite 7 up Dew Others Total No. OF RESPONDENTS 14 16 7 7 4 2 50 % OF RESPONDENTS 28% 32% 14% 14% 08% 04% 100%

The above table depicts that 32% of the Consumers consume Thumbs Up, 14% of the Consumers consume Sprite, and 28% of Consumers consume Coca-Cola. Graph showing percentage of how favorite a particular soft drink of the surveyed consumer is.
35 30 25 20 No.of respondents 15 10 5 0 coca-cola thumbs up sprite 7 up dew others % of respondents

The survey was conducted on 50 respondents wherein I learn about how favorite a particular soft drink is. Here thumbs up took the lead by 32% and Coca-Cola by 28%.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

4) A question was asked to the Consumers whether the product price is Affordable or not and the following are the results. ATTRIBUTES Affordable Costly Lesser Can't say Total No. OF RESPONDENTS 38 06 03 03 50 % OF RESPONDENTS 76% 12% 06% 06% 100%

The above table depicts that 76% of respondents can afford, 12% of respondents feel the product is costly, and 6% of the respondents feel the product is less costly than it should be. 6% of the respondents cannot say about the product price. Graph showing the percentage of affordability of soft drinks.
80 70 60 50 40 30 20 10 0 affordable costly lesser can't say No. of respondents % of respondents

The survey was conducted on 50 respondents wherein I came to know that the soda products were very much affordable.

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A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

5) A question was asked to the Consumers about his reasons for preferring the drink and following are the results. ATTRIBUTES Taste Quenching thirst Strong Gas Content Others Total No. OF RESPONDENTS 20 07 13 08 02 50 % OF RESPONDENT! 40% 14% 26% 16% 04% 100%

The above table depicts that 40% of the Consumers consume the product preferring the Taste, 14% of the consumers consume the product to quench the thirst and 16% of the consumers consume the product for its gas content. Graph showing the percentage of preference of the drink.
45 40 35 30 25 20 15 10 5 0 taste quenching thirst strong gas content others No. of respondents % of respondents

The Survey was conducted on 50 respondents wherein by looking into the above given data I can say that 40% of the surveyed respondents drink soft drinks for the taste.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

6) A question was asked to the consumers about the role of flavor in the Product promotion and following are the results. ATTRIBUTES Very Efficient Efficient Neither Efficient Nor Inefficient Inefficient Total 05 50 10% 100% No. OF RESPONDEINTS 30 11 04 % OF RESPONDENT 60% 22% 8%

The above table depicts that 53% of the consumers feel the flavor is efficient, 35% of the consumers feel the flavor is very efficient, 7% of the consumers feel the flavor is neither efficient nor inefficient, 5% of the consumers feel the flavor is inefficient. Graph showing the percentage of how the role of flavor in the Product promotion is effective.
70 60 50 40 30 20 10 0 very efficient efficient nither efficient nor in efficient in efficient No. of respondents % of respondents

The Survey was conducted on 50 respondents wherein I came to know that flavor played most important role in the product promotion.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

7) A question was asked to the Consumers about their opinion on packaging of the product and the following are the results. ATTRIBUTES Very Good Good Neither Good Nor Bad Bad Total No. OF RESPONDENTS 15 35 00 00 50 % OF RESPONDENTS 30% 70% 00% 00% 100%

Graph showing percentage of the consumers opinion on packaging of the product.


80 70 60 50 40 30 20 10 0 very good good nither good nor bad bad No. of respondents % of respondents

The Survey was conducted on 50 respondents wherein I came to know that there are no negative remarks towards the packaging of the products.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

8) A question was asked to the consumers about the impact on Product Promotion and following are the results. ATTRIBUTES Very Effective Effective Neither Effective Nor Ineffective Ineffective Total 02 50 04% 100% No. OF RESPONDENTS 20 25 03 % OF RESPONDENTS 40% 50% 06%

Graph showing the percentage of effective the product promotion is.


60 50 40 30 20 10 0 very effective effective nither effective nor ineffective ineffective

No. of respondents % of respondents

The Survey was conducted on 50 respondents wherein I came to know about the effectiveness of the product promotion. Here about 50% of the surveyed consumer said it as effective and 40% said it was very effective.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

9) A question was asked to the consumers about the product availability and the following are the results. ATTRIBUTES Within the reach So far Difficult to get Total No. OF RESPONDENTS 43 5 2 50 % OF RESPONDENTS 86% 10% 04% 100%

Graph showing the percentage of how easily the products are available.
100 90 80 70 60 50 40 30 20 10 0 within the reach so far difficult to get No. of respondents % of respondents

The Survey was conducted on 50 respondents wherein 95% of the surveyed respondents said that the product was within their area of reach.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

10) A question was asked to the consumers about the media, which shows impact on product promotion, and the following are the results. ATTRIBUTES T.V News Paper Hoarding Internet Total No. OF RESPONDENTS 30 05 07 08 50 % OF RESPONDENT 60% 10% 14% 16% 100%

Graph showing the percentage level of the media through which the consumers came to know about the product.
70 60 50 40 No of respondents 30 20 10 0 t.v news paper boardings internet % of respondents

The Survey was conducted on 50 respondents wherein I learned that televisions are the most effective media of promotion.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Chapter 5:
Findings Suggestions Conclusion

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

FINDINGS
The study undertaken has highlighted certain facts. They are The important factors that influence the purchase decisions of a soft drink are the taste and flavor. Besides Influence Price. Sales promotion program taken up by the company is also popular the the factors mentioned above were the other to important be factors that and

purchase

decisions

found

advertising

among the respondents. The product is very much popular for its easy availability

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

SUGGESTIONS
Suggestions have been made based on certain factors as highlighted by the study. Efficient be taken up. Company should improve the quality of packaging. Introduction It of a new flavor is suggested to make the product Promotional activities pertaining to consumers are to

promotion more efficient. is suggested that the company should increase the usage of

Internet for further Promotional activities.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

CONCLUSION
As I studied in previously given assignments it was quoted that customer is king it is been achieved by the company with the help of different plans, features, market coverage etc. This treatment of customer has to be continued and different plans in the future have to be introduced by the company to achieve its vision. To survive in this competitive era company has to come up with many innovative taste and flavor. The study shows a good customer satisfaction towards the different soft drinks of the company is best in price level, taste, packaging and so on. They should also see that they wont compromise with the environment and health of the living creatures.

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Annexure
Questionnaires Bibliography

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

Questionnaires
1) Name and address:___________________________________. 2) Whether you consume soft drinks or not?

o Yes
3) How often will you consume soft drinks?

o No

o Daily o Once in a week


4) What is your favorite soft drink?

o Twice in a week o Once in a month

o Coca-Cola o Thumbs up o Sprite


5) Whether the product price is Affordable or not?

o 7up o Dew o Others

o Affordable o Costly
6) What are the reasons for preferring the drink?

o Lesser o Cant say

o Taste o Quenching thirst o Strong

o Gas content o Others

7) What is the role of flavor in the Product promotion?

o Very effective o Effective

o Neither ineffective o Ineffective

effective

nor

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd. 8) What is your opinion on packaging of the product?

2013-2014

o Very good o Good


9) What is the impact on Product Promotion?

o Neither good nor bad o Bad

o Very efficient o Efficient


10) What is the product availability?

o Neither efficient nor inefficient o In efficient

o Within the reach o So far

o Difficult to get

11) What about the media, which shows impact on product promotion?

o T.V o Newspapers

o Hoarding o Internet

Customers signature: _________________

Contact no. __________________

Wardlaw C.S.I Degree College, Bellary.

A Report on Customers Satisfaction over Soft Drinks mfd by Coca-Cola Pvt. Ltd.

2013-2014

BIBLIOGRAPHY
All the information needed to complete this project is obtained from the following sources: 1.Company Website: www.coca-cola.com 2.Search Engines: www.google.com en.wikipedia.org 3.Retailers 4.Consumers

Wardlaw C.S.I Degree College, Bellary.