CHAPTER-II

REVIEW OF LITERATURE

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1 .Hawkins, Best, Coney and Mokherje: The writers ofthe book talked about different
components influencing shopper conduct for purchasing, for example, a statistic and
social impacts (family and family unit), aggregate impact, affect ofadvertising and
inward impacts (learning, discernment, demeanor and so on.). The bookelucidated the
points, for example, sorts of customer choices, buy contribution andproduct inclusion.
The book likewise underscored on data scan process andvarious routes for giving
pertinent data to the purchasers are recommendedin this examination. The book
additionally underscored on individual judgment and recommended that theability of
a person to recognize comparative upgrades is called sensorydiscrimination which
could include numerous factors identified with individual inclinations.

2. Leslie Lazar and Schiffman :The creators recommended

consumerbehaviour as individual varies as from gathering. The family choice for a

buy choice is completely unique in relation to singular basic leadership. The creators
talked about different factors that influence shopper buy choice. The book
concentrated on family life cycle and different needs of customer amid various life
stages. The family basic leadership process as a cooperative choice making is
explained and it is prescribed to fragment the market as indicated by family require
pecking order.

3. Bitta and Della:The creators suggested that customer

conduct contemplates assume an essential job in choosing promoting fragments and

promoting methodologies. The creators suggested that shopper is frequently

contemplated

since specific talks are fundamentally influenced by their conduct or anticipated.

4.Karunik and Schiffman: The book features dynamic business condition is violent as
at no other time and the administration business as promising as at no other time. In
this time of serious rivalry organizations comprehend the client is the lord in the
market and achievement depends a ton on the productivity of the supervisors in
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conveying the guaranteed item or administrations. The obligation lies on the
associations to build up a culture, morals, duty, esteem and quality administrations
ought to be offered to accomplish larger amount of consumer loyalty. Dynamic
customer conduct is required to examine different variables influencing purchaser buy
choice specifically or in a roundabout way.

5. Purchaser Behavior by Batra, S, K &Kazmi:The book has portrayed shopper basic

leadership process, purchasers black box and significance of customer conduct
examines for advertisers so as to comprehend what fulfill a definitive buyer. The book
depicted essential attributes of Indian customer and upper hands in Indian setting for
the advertisers. The buyer choice process, purchasing jobs and shopper black box are
talked about in detail. The different advances developing customer basic leadership
are connected with the existence stages. Youthful purchasers, ladies and kids
considered as uprising customers bunches as a piece of aggressive market
circumstances.

6.According to Kotler and Armstrong (2001) : customer purchasing conduct alludes to

the purchasing conduct of the people and family units who purchase merchandise and
enterprises for personalconsumption. Customers around the globe are distinctive in
different factors, for example, age, income,education level and inclinations which
may influence the manner in which they benefit of merchandise and enterprises. This
conduct at that point impacts how items and administrations are exhibited to the
distinctive buyer markets. There are numerous segments which impact customer
conduct in particular; cultural,social, individual, and mental (kotler and Armstrong,
2001). Purchaser conduct is thestudy of when, why, how and where individuals do or
don't purchase items (Sandhusen, RichardL;2000). Kundi J. et al (2008) expressed
that customer conduct alludes to the psychological and enthusiastic process and the
detectable conduct of buyers amid looking, acquiring and postconsumption of an item
or administrations. Buyer conduct mixes the components from psychology,sociology,
sociopsychology, human sciences and financial matters.

7. McGraw-Hill (2005) :characterizes customer purchasing conduct as the conduct in

the journey to fulfill needs which items and administrations wereacquired to fulfill
these individual utilization needs. Purchaser conduct includes the mental procedure
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that buyers experience in perceiving needs, discoveries approaches to solvethese
needs, settling on buy choices, decipher data, make arrangements and execute these
plans (Perner L. ; 2008)

8. Ramakrishna Rao, Rama Raju& Ram Prasad (1987):conducted a review on

"HusbandWife Involvement in Buying Decision Making". One of the real discoveries
of the examination is spouse who are youthful, very taught and have a place with high
salary bunch are generally less overwhelmed than their more seasoned, less instructed
and low pay partners

9. Singh J.D. (1981) led a study on "An investigation of Brand steadfastness in India".
The investigation presumed that Indian customers have been discovered ending up
more and more brand steadfast. Contingent on the idea of the item, they have single or
numerous brand faithfulness are „quality of the item, „habit of use‟ and „regular
availability‟ of the item.

10. Debiprasd Mukherjee (2012) led an investigation entitled „Impact of big name

underwriting on Brand Image‟. This examination demonstrates that shoppers report

higher self-mark association for brands with pictures that are predictable with the
picture of a superstar that they try to resemble, especially for the situation when the
picture of the big name and the brand coordinate.

11. Schiffman. G. Leon and kanuklazare Leslie

- Study of the client conduct is the investigation of how people settle on choices to
spend their availableresources (Time, Money and Efforts) on utilization related things.
It includesthe ponder what they purchase, whey they get it, when they get it, where
they purchase it,how frequently they get it and how regularly they use it. The basic
role for thestudy shopper conduct as separated of advertising educational modules is
to comprehend howand how clients settle on their buy choices. There bits of
knowledge enablemarketers to plan increasingly powerful showcasing procedures.

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12. Gupta.C .B and Dr. Nair. N.Rajan-A business depends on comprehension
thecustomer and giving the sort of items that the client needs.

13. Mamoria C.B. what's more, MamoriaSatish-Consumer conduct is the

processwhere by people choose what, when, where, how and from whom to
purchasegoods and administrations. Purchasing conduct might be seen as a systematic
procedure here by individual associates with his condition to make advertise choice
on items and administrations.

14. Nair Suja. R.- The accomplishment of the firm will be controlled by how viable
ithas been in meeting the assorted client needs and needs by regarding every client as
special and offering items and administrations to suit his/her needs........

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 CHAPTER-III

DATA ANALYSIS

&

INTERPRETATION

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1) How did you come to know about ORGANIC FOODS products?

No. of respondents Percentage

Electronic media 22 22%
Print media 28 28%
Road shows 20 20%
Hoardings 30 30%
Total 100 100%

Knowing about the product:

22%
30%

Electronic media
Print media
Road shows
Hoardings

28%
20%

Interpretation:
30% of the respondents came to think about ORGANIC FOODS items from

hoardings while 28% of the respondents came to know from print media and

electronic media was accepted by 22% of the respondents. A little huge 20% of the

respondents answered that street demonstrates have helped them in understanding

ORGANIC FOODS items.

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Since how many months have you been using this service?

No. of respondents Percentage

0-6 months 23 23%
6-12 months 37 37%
1-2 years 36 36%
More than 2 years 04 04%
Total 100 100%

Using of the service (in months):

4%
23%

0-6 months
36%
6-12 months
1-2 years
More than 2 years

37%

Interpretation:
From the above table it is seen that 37% of the respondents have been utilizing

ORGANIC FOODS items for recent year. While 36% have been utilizing it for over 1

year, and a critical 23% of respondents have been utilizing the administration for

under a half year. Just 4% of the respondents have been utilizing ORGANIC FOODS

items for more than 2 – years.

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3) Which Kind of service are you using? Please mention?

Type of service No. of respondents Percentage

Dairy 27 27%
Retail 60 60%
Agri 13 13%
Total 100 100%

Kind of service:

13%
27%
Dairy
Retail
Agri

60%

Interpretation

From the above table it very well may be seen that 60% of them are utilizing

retail benefits, while 27% are utilizing Dairy administrations, and the staying 13% are

utilizing Agri administrations.

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 4) What is the reason for choosing this service?

No. of respondents Percentage

Less price 20 20%
Quality service 56 56%
Brand image 24 24%
Total 100 100%

Reason for choosing the service:

24% 20%

Less price
Quality service
Brand image

56%

Interpretation

From the above table it is demonstrated that 56% of the respondents are refering to

nature of administration as the factor. While 24% refered to mark picture as the

purpose behind picking the administration. To the extent cost is concerned just 20%

of the respondents have cited it as the explanation behind picking this administration.

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5) Why do you prefer for this service?

No. of respondents Percentage

Convenience 53 53%
Economical 30 30%
Security 04 04%
Features 13 13%
Total 100 100%
Preferring for this service:

13%

4%

Convenience
Economical
53% Security
Features
30%

Interpretation

In the present occupied world comfort is by all accounts the most superseding

component while leaning toward a cell benefit. Obviously 53% of the respondents

have favored this administration because of simple and hands free accessibility,

making it advantageous to utilize it. Then again 30% have said economy of the

administration, while 13% of the respondents have given highlights as their decision.

While a pitiful 4% of the said security as the explanation behind inclining toward the

administration.

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6) Are you satisfied with the quality of service being provided?
No. of respondents Percentage
Yes 85 85%
No 5 5%
To some extent 0 0%
Can’t say 10 10%
Total 100 100%

Satisfaction l with the quality of service:

10%
0%
5%

Yes
No
To some extent
Can’t say

85%

Interpretation:

From the above table plainly 85% of the respondents are happy with the nature

of administration while a critical number i.e., 10% of the respondents couldn't state

anything and 5% of the respondents answered they are not happy with the nature of

administration.

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7) Have you faced any problem at the time of Purchase & usage?

No. of respondents percentage

Yes 10 10%
No 90 90%
Total 100 100%

Facing of problems:

100
90
90
80
70
60
50
40
30
20
10
10
0
Yes No

Interpretation:

The above table demonstrates that at the season of actuation just 10% of the
respondents have confronted issue with organization, and 90% of the respondents have
not confront any issue.

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8) While buying ORGANIC FOODSproduct that has influenced your purchase
decision?
No. of respondents Percentage
Colleagues 25 25%
Friends 60 60%
Family members 15 15%
Others 0 0%
Total 100 100%

Influence on purchase decision:

0%
15%
25%

Colleagues
Friends
Family members
Others

60%

Interpretation:

From the above table it is demonstrated that 60% of the respondents were

affected by their companions, 25% by their partners and 15% by others.

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9) Did you know the customer awareness program for every month ?

No. Of respondents Percentage

Yes 40 40%
No 60 60%
Total 100 100%

Including of activation charges:

60
60

50
40
40

30

20

10
40% 60%
0
1 2
Yes 40 40%
No 60 60%

Interpretation:
The above table is showing that, from the aggregate respondents of the review

40% respondents know about the client program , and the staying 60% respondents

are totally uninformed of this announcement, because of absence of correspondence

from the organization.

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10) Where do you pay your bills?

Periods No. of respondents percentage

At showrooms 100 100%
On delivery 00 00%
Total 100 100%

Place of paying Bills:

120
100
100

80

At showrooms
60
On delivery
40

20
0 100% 0%
0
1 2

Interpretation:

It is obvious from the above examination that the respondents need to pay

their post paid bills at the True-Paid shops as it were. So 100% of the respondents pay

at their merchant outlets as it were.

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11) Do you prefer online-billing counters for your bill payment like counters
of ATM’s?

Type of service No. of respondents Percentage

Yes 99 99
No 01 01%
Total 100 100%

Preferring of online bills:

1%

Yes
No

99%

Interpretation:

Of the 100 respondents overviewed 99% of them incline toward online

counters for their bills installments as it spares their time and exertion, and just 1% of

the respondents are not willing to have the online installment office.

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12) How do you feel about the pricing of ORGANIC FOODSservices as
compared with other?

No. Of respondents Percentage

Expensive 00 00%
Competitive 96 96%
Can’t say 04 04%
Total 100 100%

Pricing of HERITAG services:

120

100 96

80
Expensive
60 Competitive
Can’t say
40

20
4
0
0
1

Interpretation:
The sentiments of clients of ORGANIC FOODSabout the valuing of the

administrations is, 96% of them are fulfilled and feel the costs are practically identical

with others and 4% of them are not happy with the evaluating of the organization as

they feel the costs are not sufficiently aggressive.

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13) Are you satisfied with the payment of your bills?

No. of respondents Percentage

Yes 10 10%
No 00 00%
To some extent 90 90%
Total 100 100%

Satisfaction with payment:

10% 0%

Yes
No
To some extent

90%

Interpretation:

With the above investigation, from the 100 respondents, just 10% are happy

with the time given to them for installment of bills, and the staying 90% of

respondents are not completely fulfilled.

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14) What is your Opinion on the service availability of Retail?

No. of respondents Percentage

Easily available 100 100%
Not available 00 00%
To some extent 00 00%
Can’t say 00 00%
Total 100 100%

No. of respondents

Easily available
Not available
To some extent
Can’t say
Total

Interpretation:

The above table demonstrates that the ORGANIC FOODS administrations of

retail benefits are effectively accessible in urban regions; this is cleared up from 100

respondents studied.

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15) Is home delivery facility providing by the services is sufficient &
convenient to you?

No. of respondents Percentage

Yes 100 100%
No 00 00%
Total 100 100%

Opinion about home delivery facility:

0%

Yes
No

100%

Interpretation:
From the above examination unmistakably 100% of the respondents are feeling glad
and feel the home conveyance office is adequate and helpful to them.

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16) Do you feel that the instruments being provided along with the services is
ok or you want a change (as per choice)?

No. of respondents Percentage

Yes, we want change 10 10%
No, it is OK 90 90%
Total 100 100%

Instruments provided with service are ok or not:

10%

Yes, we want change

No, it is OK

90%

Interpretation:

From the above table obviously 90% of the aggregate 100 respondents don't

need any adjustment in the instruments being given by the organization, they need for

what it's worth. However, the staying 10% of the respondents will have change in that

at some decision, as far as specific highlights as contrasted and the contenders.

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 17) Do you recommend these services to your friends, Colleagues & Family?

No. of respondents Percentage

Yes 63 63%
No 37 37%
Can’t say 00 00%
Total 100 100%

Recommendation of the service:

70
63
60

50

40 37

30

20

10
0
0
Yes No Can’t say

Interpretation:

Plainly 63% of the respondents would prescribe the administration, while a

huge 37% of the respondents would prefer not to prescribe the support of their

companions, associates and family.

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18) Do you want any additional features to be included to you service in
future?

No. of respondents Percentage

Yes 67 67%
No 23 23%
Total 100 100%

Any additional features:

80 67
60

40
23
20

0
Yes No

Interpretation:

From the above table obviously 67% of the aggregate respondents are burning

of having some new highlights like pausing, E-Billing, Online shopping and so on., to

be incorporated into this administration in future, and the staying 23% respondents

don't need any progressions to the extent the extra highlights are concerned.

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CHAPTER-IV

 FINDINGS
 SUGGESTIONS

 CONCLUSIONS

25
FINDINGS

1. The inclusion is restricted to just urban territories subsequently exertion ought to

be made to build the inclusion in semi urban and country regions as it expands the
quantity of endorsers

2. Natural FOODS ought to make mindfulness among its clients with respect to
different administrations that are being offered by it by expanding its business
advancement reach.

1. Special limited time plans to be propelled particularly to target youth portion

who take up the new item by having uncommon bundles

4. Natural FOODS attempt to concentrate on the after deals client bolster as this is
seen to be a feeble spot, by the devours and ought to have responsive call focuses to
address the necessities of its clients.

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SUGGESTIONS

 ORGANIC FOODS should expand the inclusion of its everything

administrations i.e. dairy and agri and retail likewise, benefits by introducing
more at vital focuses.

 The nature of the retail benefit should be enhanced as far as clearness and
availability.

 ORGANIC FOODS ought to overwhelmingly advance its retail benefits as

contrasted and the opposition and should focus on individual clients and non-
business clients.

 ORGANIC FOODS ought to forcefully advance its contributions in different

media and should focus on hoardings and street appears and electronic media.

 Attractive plans for owning the retail instruments ought to be propelled to

draw in more clients.

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CONCLUSIONS

The respondents are of BIG BAZAAR, and they came think about the
administration from hoardings, print media, basically and through electronic media
and street demonstrates optionally.

The respondents are utilizing ORGANIC FOODS since 1 year and beneath 1
year in the greater part of the cases.

The benefit given by ORGANIC FOODS is utilized by lion's share of the

respondents and the explanation behind picking it is the nature of the administration,
trailed by brand picture.

Customer fulfillment of the respondents towards ORGANIC FOODS is high;

anyway a critical number of the respondents are disappointed with its administrations.

In buying ORGANIC FOODS items family have all the earmarks of being the
prime helpers of the respondents in settling on their buy choices, because of the
exceptional offers being focused by the organization at this fragment.

The respondents are paying their bills at the organization indicate rooms, and
these are additionally on conveyance time.

The respondents are envious of having on the web charge installment benefit
for comfort as its spares their time, cash and exertion.

The instruments being furnishing with charging administration are by and

large generally welcomed by the respondents.

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QUESTIONAIRE
1) How do you come to know that About ORGANIC FOODS products?
a) Electronic Media b) Print media
b) Road shows c) Hoardings
2) Since how many months have you been using this?
a) 0-6 months b) 6-12 months
c) 1-2 years d) more than 2 years
3) Which kind of service is you using please mention?
a) Dairy b) Retail
c) Agri
4) What is the reason for choosing this service?
a) Less price b) Quality service
b) Brand image
5) Why do you prefer this service?
a) Convenience b) Economical
c) Security e) Features
6) Are you satisfied with the quality of service being provided?
a) Yes b) No
c) To some extent d) can’t say
7) Have you faced any problem at the time of purchase & usage?
a) Yes b) No
8) Who has influenced you, in purchase decision towards ORGANIC
FOODS Product?
a) Colleagues b) Friends
c) Family members d) others
9) Do you know customer awareness program for every month?
a) yes b) No
10) Where do you pay your bills?
a) At showrooms b) on delivery
11) Do you prefer online billing counters for your bill payment like ATM’s?
a) Yes b) No

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12) How do you feel about the pricing of ORGANIC FOODS Services as
compared with other?
a) Expensive b) Competitive
c) Can’t say
13) Are you satisfied with the payment of your bills?
a) Yes b) No
c) To some extent
14) What is your opinion on the serviced availability of Retail?
a) Easily available b) Not available
c) To some extent d) can’t say
15) Is home delivery facility providing by the service is sufficient &
convenient to you?
a) Yes b) No
16) Do you feel that the instruments being provided along with the services is
OK or you want any change? (As per your choice)
a) Yes, we want change b) No, it is ok
17) Do you recommend this service to your friends, colleagues & family?
a) Yes b) No

18) Do you want any additional features to be included to your services in

future

a) Yes b) No

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BIBLIOGRAPHY

1. MARKETING MANAGEMENT

- Philip Kotler

2. PRINCIPLE OF MARKETING

- Philip Kotler& Gray Armstrong

3. MARKETING MANAGEMENT

- Stanton

4. BUSINESS RESEARCH METHODOLOGY

- C.R. Kothari

5. www.ORGANICFOODS.com

6. www.retailindia.com

7. Www.Human psychology.com

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