CLINIC PLUS SHAMPOO STRONG AND LONG

(AB BAALO KE SAATH JO BHI KARO, BALO KA GIRNA MANA HAI)

UNIVERSITY OF MUMBAI PROJECT ON CUSTOMER SATISFACTION ON CLINIC PLUS SHAMPOO SUBMITTED BY VRUSHALI B. GHORPADE. ROLL NO. -____

MASTER OF COMMERCE (BANKING & FINANCE) SEMESTER IV (2013-20114) PROJECT GUIDE PROF. SARASWATI MOORTHY

S.K.SOMAIYA DEGREE COLLEGE OF ARTS, SCIENCE AND COMMERCE AUROBINDO, VIDYANAGAR VIDYAVIHAR (E) MUMBAI 400077

UNIVERSITY OF MUMBAI

PROJECT ON CUSTOMER SATISFACTION ON CLINIC PLUS SHAMPOO

SUBMITTED BY VRUSHALI B. GHORPADE. ROLL NO. - _____

MASTER OF COMMERCE (BANKING & FINANCE) SEMESTER IV (2013-2014) SEAT NO. __________

SUBMITTED IN THE PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF DEGREE OF MASTER OF COMMERCE- BANKING & FINANCE

S.K.SOMAIYA DEGREE COLLEGE OF ARTS, SCIENCE AND COMMERCE AUROBINDO, VIDYANAGAR VIDYAVIHAR (E) MUMBAI 400077

EVALUATION CERTIFICATE

This is to certify that undersigned have assessed and evaluate the project on
CUSTOMER SATISFACTION ON CLINIC PLUS SHAMPOO submitted by

VRUSHALI B. GHORPADE, Student of M. Com Part-II.

This project is original to the best of our knowledge and has been accepted for Internal Assessment.

_________________ Internal Examiner PROF. SARASWATI MOORTHY

________________ External Examiner

___________________ Principal Dr. SANGEETA KOHLI

DECLARATION BY THE STUDENT

I, Miss. VRUSHALI B. GHORPADE, the student of m. com. banking & finance part II (2013-14) Roll Number ___ hereby declare that the project for the Paper Economics of Global Trade and Finance titled, CUSTOMER SATISFACTION ON CLINIC PLUS SHAMPOO Submitted by me for Semester - IV during the academic year 2013- 2014, is based on actual work carried out by me under the guidance and supervision of PROF. SARASWATI MOORTHY I further state that this work is original and not submitted anywhere else for any examination.

_________________________ SIGNATURE OF STUDENT

ACKNOWLEDGEMENT

I would like to express my sincere gratitude to the almighty that has showered her blessing on me without which this project would have not been possible.

I would also like to express my heartfelt gratitude to our principal Dr. SANGEETA KOHLI, who has given me opportunity to conduct this study.

My guide PROF. SARASWATI MOORTHY also deserves sincere thanks that has given me his guidance throughout the project and made it a success.

My parents have been a backbone to me in completing this project and my friends who extended their constant support during my study also deserve heartfelt thanks.

NAME OF THE STUDENT __________________________ (VRUSHALI B. GHORPADE)

INDEX

SR NO.

TOPIC

PAGE NO.

1. 2. 3.

INTRODUCTION REVIEW OF LITRETURE RESEARCH METHODOLOGY - RESEARCH PROBLEM - RESEARCH OBJECTIVE - SAMPLING - DATA COLLECTION

8 13 15

4. 5. 6. 7. 8. 9. 10. 11.

CUSTOMER REVIEW OF PRODUCT USAGE SWOT ANALYSISANALYSIS OF CLINICPLUS DATA INTERPRETATION OF CLINIC PLUS SHAMPOO FINDINGS RECOMMENDATIONS CONCLUSION BIBLIOGRAPHY QUESTIONNAIRE

20 22 24 34 35 36 37 38

CHAPTER 1 INTRODUCTION Shampoo has become a part of our lives as we have been using it since birth. Shampoo is a hair care product that removes oils, dirt, skin particles, dandruff, environmental pollutants and other contaminant particles that slowly build up in the hair. Besides that, there are also an increasing number of consumers who are very concern about their hair. Nowadays, there is a number of consumers who dye, straighten or perm their hair, these chemical treatment will caused damages to the hair. Therefore, consumers are willing to pay extra for a high range shampoo which is specialized in dry and damage hair or colour lock shampoo for those who dye their hair, in a purpose of sustaining and prolonging the dye on their hair.

INDIAN SHAMPOO MARKET Indias cosmetic market has undergone its biggest ever evolution in the past decade, giving the people a greater choice of branded shampoo. On an average 20% of all cosmetic products are for hair care. The Indian shampoo market is estimated to be around Rs. 2,700 Cr (Business standard, Friday, July 13, 2012). It has the penetration level of only 14% in India. The shampoo market has captured the rural market to a sizable amount. The market is expected to rise due to increased number of market players and the extensive use of mass media. Currently, the biggest players in this category are HUL and Procter & Gamble. The market shares of leading players are tabulated below.

MARKET SHARES OF DIFFERENT BRANDS OF SHAMPOO Brand Sun silk, Dove and Clinic Plus Head & Shoulder, Pantene Chick, Nyle Vatika Company HUL Procter Gamble Cavin kare Dabur Market share 46% 24 % 11 % 5%

MARKET SHARE OF SHAMPOO COMPANIES IN INDIA

TOP SHAMPOO BRANDS IN INDIA

 COMPANY OVERVIEW

HUL INTRODUCTION Unilever, an Anglo-Dutch company, was formed in 1930 as a result of a merger between British soap maker Lever Brothers and Dutch margarine producer Margarine Union. The merger was beneficial to both companies as palm oil was a major raw material for both margarine and soap and could be imported more efficiently in larger quantities. Largest fast moving consumer goods company with leadership in home and personal care products, foods and beverages and specialty chemicals. First foreign subsidiary to offer 10% of its equity to Indian public. HUL Mission Unilever's mission is to add vitality to life. We meet every day needs for nutrition, hygiene, and personal care with brands that help people feel good, look good and get more out of life. HUL VISION To earn the love and respect of India, by making a real difference to every Indian.

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 LAUNCHING CLINIC PLUS IN INDIA

Understand the issues and challenges in launching a brand in the market. Study the hair care market in India and examine how Unilever launched Clinic Plus in the country. Analyze the promotional strategies adopted by Unilever to promote the Clinic Plus brand in India, particularly theHairapy and the global Life Cant Wait campaign. Analyze the future prospects of Clinic Plus brand in India and explore strategies that the company can adopt. a. Largest beauty shampoo brand in the country. b. Positioned as the 'Hair Expert' Clinic Plus was a leading brand of Unilever, marketed in more than50 countries in Asia, Latin America, the Middle East and North Africa. It was launched in India in 1964. In the initial years in India, Clinic plus was a cosmetic beauty shampoo. Within ten years of its launch in India Clinic Plus launched a tonic shampoo for dandruff, which was the first anti-dandruff shampoo in India. In the India, Unilevers goal was to position clinic plus as a brand that understood the problems faced by women and their needs and preferences. Clinic plus had a
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range re-launch in 2006 followed by launch of new variants in 2007 when conditioners, Livon and hair masks were introduced transforming Clinic plus into a complete hair care brand.

- MILESTONES 1954 Clinic plus first launched in the UK. 1955 First advertisement of Clinic plus appeared on TV. 1964 Launch of Clinic plus hair spray. 1968 Clinic plus shampoo re-packaged in PVC bottles. 1971 Launch of Clinic plus conditioner. 1975 Clinic plus became the biggest name in hair care. 2003 Clinic plus glossy magazine launched in Argentina. 2008 Social networking site Gang of Girls was introduced in India. PRODUCT CLINIC PLUS - ANTI DANDRUFF SHAMPOO CLINIC PLUS- NATURAL SHAMPOO CLINIC PLUS- HEALTH SHAMPOO SOFT AND SILKY- CREAM CONDITIONER

Clinic Plus is a Premium product since it is targeted at the existing customers and it is the market leader. Positioning of the product is done by uses and applications since it has been now launched with a five in one benefit. HUL has clinic plus which targets the family.

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CHAPTER 2 - REVIEW OF LITERATURE

Shampoo has become a part of our lives as we have been using it since birth. Shampoo is a hair care product that removes oils, dirt, skin particles, dandruff, environmental pollutants and other contaminant particles that slowly build up in the hair. Besides that, there are also an increasing number of consumers who are very concern about their hair. Nowadays, there is a number of consumers who dye, straighten or perm their hair, these chemical treatment will caused damages to the hair. Therefore, consumers are willing to pay extra for a high range shampoo which is specialized in dry and damage hair or colour lock shampoo for those who dye their hair, in a purpose of sustaining and prolonging the dye on their hair. Days are gone, when the people were using the home made products for hair care. With the advent of new thoughts, there is an increasing awareness amongst Indian about hair care. The Indians have long been obsessed with the long hair. Shampoo industries have identified this aspiration quite well.

The shampoo market has acquired significance in urban Indian homes since the 1960s. The market is conquered by dominant players such as Hindustan Unilever Ltd. and Procter & Gamble Company. It is expected that the market will continue to grow with more market players. The changing dynamics of rural people has resulted into substantial increase in the penetration level of the market for both existing and new players. Still the penetration level of shampoo market is low (14%) in Indian market (Indian Cosmetic Sector Analysis (2009-2012)). Urban markets account for 80% of the total shampoo market. The shampoo usage rate is
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increasing gradually due to decline in excise duty and the use sachet packaging. Sachet packet substantially increased the sales of shampoo and the sachet packet sale is more than 70% in India (www.Livemint.com). The biggest barrier of shampoo usage is the belief that the shampoo contaminated with chemicals will damage the hair as Indians are keen to the usage of herbal cosmetic products.

The shampoo industry is characterized by three benefit platforms: cosmetic, antidandruff and herbal. Anti-dandruff shampoo alone accounts for 20% of the total shampoo market and it is growing at 10% to 12% every year

(www.researchandmarkets.com). The leading shampoo industries thus came out to solve the specific problem like, hair fall, dandruff, dullness, dryness, damaged hair, and shampoo with herbal intact etc. Different brands claim their characteristics and benefits with a variety of products.

Sunsilk (HUL)

Silky, shiny, voluminous strong and black colored hairs

Dove (HUL) Clinic plus (HUL)

Damage control, daily hair care Strong and long hair, Anti-dandruff shampoo

Head and shoulder (Procter Gamble) Pantene (Procter Gamble)

Anti-dandruff shampoo Smooth, silky, voluminous, full, lively, long, black hair

Chik (Cavin kare) Nyle (Cavin kare)

Fragrance, strength, cool and black hair Herbal shampoo, strength, softness in hair

Vatika (Dabur)

Herbal shampoo, naturalness in hair

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CHAPTER 3 - RESEARCH METHODOLOGY

RESEARCH PROBLEM Some of the limitations which have directly or indirectly affected the research study. The sample size is only 50 respondents which are considered to be too small to conduct this kind of research. This sample size would only lead to a small portion of respondents of similar backgrounds of the respondents which would only then leads to the respondents error or bias. Consequently, the main limitation is that the researcher does not have enough information to measure the impact of the shampoo advertisement have on the consumers. This is due to the time constraint in conducting this research. THE PROBABLE LIMITATIONS OF THIS STUDY ARE AS UNDER: - The first and foremost limitations were time constraint, but still efforts have been made to put the picture as clear and candid as possible. - Samples were randomly selected as per convenience so error is bound to creep in the observation. - The conservative attitude of the respondents was a limiting factor in gaining information.

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 RESEARCH OBJECTIVE To study the current Indian market for Shampoos. To analyze the relationship between a specific brand and its buying behavior. To assess whether advertising is influencing the buying behavior of the consumers. To study the impact of the seals of clinical laboratories on the consumers buying behavior.

SAMPLING SAMPLE SIZE The population of my survey consists of people ages are 18 years and above. They can be either male or female, who uses shampoo to wash their hair. The participants of this research are randomly selected. This research targeted 50 respondents. All the 50 respondents were given self-administered survey questionnaires to be filled up. Firstly, the basic research design was formed using the survey questionnaires. All the data collected from the respondents by self-administered surveys where structured questionnaires design were utilized. This research uses the approximation of the systematic sampling method. All the data was collected at different times and the time frame to gather all the data is within the period of 2 weeks.

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 SAMPLING TECHNIQUES Disproportionate stratified random sampling technique has been used in sampling due to the following reasons: It provides information about parts of the universe. It provides help in gaining precision through stratification. DATA COLLECTION MEANING Data collection is the process of gathering and measuring information on variables of interest, in an established systematic fashion that enables one to answer stated research questions, test hypotheses, and evaluate outcomes. The data collection component of research is common to all fields of study including physical and social sciences, humanities, business, etc. While methods vary by discipline, the emphasis on ensuring accurate and honest collection remains the same.

THE FOLLOWING TOOLS WERE ADOPTED FOR DATA COLLECTION:

- PRIMARY DATA 1. Customers Survey For the convince of conducting survey for 50 customers the questionnaire is objectively structures, so that it becomes easy for the customers to response. 2. Interactive - Interaction with customers in the Market /Household

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- SECONDARY DATA 1. Internet 2. Newspapers, Magazines and Other Published Journals 3. Report preparation

- COMMUNICATION APPROACH Face to face interviews was taken as the communication approach since it is a better method in cases where slight probing is required. TOOLS OF DATA I have chosen the exploratory research method for the research. An exploratory research is defined as a study undertaken in areas where very little prior knowledge or information is available on the subject under investigation. It is thus the initial research conducted to study and define the nature of a problem. An exploratory study is undertaken when we do not know much about the situation at hand. In such cases, extensive preliminary work needs to be dome to gain familiarity with the phenomenon the situation. The population of my survey consists of people ages are 18 years and above. They can be either male or female, who uses shampoo to wash their hair. The participants of this research are randomly selected. This research targeted 50 respondents. Firstly, the basic research design was formed using the survey questionnaires. All the data collected from the respondents by self-administered surveys where

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structured questionnaires design were utilized. This research uses the approximation of the systematic sampling method. In this method all the questions are close ended. The time given for this research is very short to analyze the survey in Depth. The number of question related to consumer behavior research is 21. Sample size: 50 The respondents were conducted in localities Sample coverage 20 male and 30 girls.

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CHAPTER 4 - CUSTOMER REVIEW OF PRODUCT USAGE

PRODUCT Segmentation of the product - Premium - Popular - Economy Clinic Plus is a Premium product since it is targeted at the existing customers and it is the market leader. Positioning of the product is done by uses and applications since it has been now launched with a five in one benefit. HUL has clinic plus which targets the family.

PRICING HINDUSTAN UNILEVER claims to practice value-based pricing in which the customers perception of the products price provides a starting point for developing the marketing mix of the product. Their search department determines this price usually by using focus groups. The price of Re 1 and 2 for Clinic plus shampoo sachets shows how the price also reflects a concern to make the purchase more convenient, since the rupee is denoted in this value.

Clinic plus is also available in Rs 45 and Rs 169 price bottles to cater to the demands keeping in mind the wants of this particular customer segment. After the initial price is determined, HINDUSTANUNILEVER then uses target costing in order to achieve the required profits.

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 PROMOTION Build top of the line consumers awareness. Creating a personality of the brand. Besides having these general objectives, the advertising objectives are set avoiding to the advertising strategy for each product, e.g. Clinic plus advertising objectives since it was being relaunched were: - To increase the usage. - Conditioning benefits. - Makes the hair appear clean and shiny. - Imparts a feeling of freshness-due to fragrance. - Easy to manage, silky, soft hair. - Unique shampoo for every hair type. ADVERTISING

HINDUSTAN UNILEVER believes that messages about product delivered by credible sources can be very persuasive. Hence Jawed Habib who is a hair care expert endorses Clinic plus and more value is added to the brand. Consumers relate to products itself, they can relate too human being who consumers believe is an expert so Jawed Habib is an expert so is Clinic plus. PLACE DISTRIBUTION To reach as many towns and villages as we can HINDUSTAN UNILEVER has 150 distributors whose function is to sell to wholesalers directly. There are different distributors for different areas. They are carefully selected and their performance is constantly evaluated.

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CHAPTER 5 - SWOT ANALYSISANALYSIS OF CLINICPLUS STRENGTHES HINDUSTAN UNILEVERs India Limited is one of the largest organizations in India. Company has advanced technology and well skilled professionals. The New Clinic plus Shampoo is a high quality product in terms of hair protection. The target market is educated, professionals and belongs to premium and middle class. Company totally owned, systematic distribution network, transparent communication system. Participative management style Very good distribution network all over India, in all major and small cities. WEAKNESS Competitor has strong promotional activities. Customers are offered better alternatives by the competition. Advertisement flaws- Devaluation of product - Products quality loses its values - Poor promotion of free samples - No unique identification of product

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 OPPORTUNITIES Population expanding at a rapid rate. Consumers are becoming more quality conscious Current capacity utilization is 80%, which can be further broadened with the increase in demand. Customer base is increasing with effective marketing. Baby shampoo is another area where HINDUSTAN UNILEVERs can make huge gains. Shampoo plus conditioner and anti-dandruff shampoos are another area where HINDUSTAN UNILEVER can earn huge profits. Rural areas are a large prospective market where they canintroduce Clinic plus. THREATS Political and Economic factors. Partial Government policies. High rate of competition. Local and Foreign competition.

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CHAPTER 6 DATA INTERPRETATION OF CLINIC PLUS SHAMPOO

1. What product do you use for your hairs?

100% 80% 60% 40% 20% 0% SHAMPOO SOAP SHIKAKAI SHAMPOO AND SHIKAKAI MALE FEMALE

Inference: It is mentioned here that 95% females are using shampoo to wash hairs but only 5% males are using shampoo.

2. If you use a shampoo, how often you use it? (select a nearest range)
120% 100% 80% 60% 40% 20% 0% DAILY TWICE A WEEK WEEKLY MONTHLY MALE FEMALE

Inference: It is mentioned here that 90% females using shampoo twice a week and 80% weekly. Whereas, 65% males used shampoo monthly.
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3. Is shampoo is necessity for you?

120% 100% 80% 60% 40% 20% 0% YES NO MALE FEMALE

Inference: 98% females mentioned that shampoo is necessary.

4. In what Quantity do you buy shampoo?

QUANTITY OF SHAMPOO
60% 50% 40% 30% 20% 10% 0% SACHET BOTTLES/ PACKS BIGGER FAMILY MINI PACKS BOTTLES QUANTITY OF SHAMPOO

Inference: 50% respondents use big bottles and 30% respondents use mini bottles of shampoo.

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5. How many members of your family use shampoos?

MEMBERS USING SHAMPOO

120% 100% 80% 60% 40% 20% 0% ALL ONLY LEDIES MEMBERS USING SHAMPOO

Inference: In a family, females used more shampoo as compared to other members.

6. If your income rose, will you increase the consumption of shampoo?

INCOME VS CONSUMPTION
60% 50% 40% 30% INCOME VS CONSUMPTION 20% 10% 0% STRONGLY AGREE AGREE CAN'T SAY DISAGREE STRONGLY DISAGREE

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7. What features do you look for in a shampoo?

FEATURS OF SHAMPOO
45% 40% 35% 30% 25% 20% 15% 10% 5% 0% SMOOTHENING ANTI - DANDRUFF CONDITIONING TO PREVENT HAIR OF HAIR FALL FEATURS OF SHAMPOO

Inference: following table indicates the features of shampoo which customer wants in a shampoo:Features
Smoothening of hair Anti-Dandruff Conditioning To prevent hair fall

Percentage
40% 20% 5% 35%

8. How easily is shampoo available to you?

AVAILABILITY
120% 100% 80% 60% 40% 20% 0% VERY CONVENIENT CONVENIENT

AVAILABILITY

Inference: the availability of shampoo is very convenient for respondents.

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9. You tend to purchase your hair products via

PURCHASE
120% 100% 80% 60% 40% 20% 0% RETAIL SHOP DIRECT OUTLET SALON OTHERS

PURCHASE

Inference: most of the respondents like to buy shampoo from retail stores.

10. What do you look for while buying a shampoo?

FEATURES
70% 60% 50% 40% 30% 20% 10% 0% PACKAGING FEATURES COST BRAND FEATURES

Inference: 60% respondents look for features while buying shampoo.

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11. Do you prefer 2-in-1 product or individual functional product?

PRODUCT
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 2- IN - 1 PRODUCT INDIVIDUAL PRODUCT I DO NOT CARE

PRODUCT

Inference: 90% customer prefers 2-in-1 product.

12. Do you find any additional utility by using shampoos?

additional utility by using shampoo

80 70 60 50 40 30 20 10 0 USED IN URBAN MAINTAIN HAIR SOMEONE ELSE NO DIFFERENCE AREAS FALL AT HOME USE IT IN SHAMPOO AND SOAP additional utility by using shampoo

Inference: Respondents wants additional utility by using shampoo which maintains hair fall is 70% for female. 30% males use shampoo because someone else at home uses it.

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13. How do you know about shampoo brands?

AWARENESS OF SHAMPOO
120% 100% 80% 60% 40% 20% 0%

AWARENESS OF SHAMPOO

Inference: 95% awareness of shampoo is done through TV advertisement.

14.To what extent are you familiar with CLINIC PLUS?

CLINIC PLUS
80 70 60 50 40 30 20 10 0 VERY WELL AND I HAVE USED IT HEARED OF BUT NEVER USED IT

CLINIC PLUS

Inference: 70% respondents very well-known and used clinic plus. 30% respondents heard of but never used it.

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15. If you have used it before, how do you like it?

QUALITY OF CLINIC PLUS

50% 40% 30% 20% 10% 0% VERY GOOD GOOD AVERAGE POOR QUALITY OF CLINIC PLUS

Inference: Average 40% of the respondents like the quality of clinic plus shampoo.

16. Are you satisfied with the price of the product?

PRICE OF PRODUCT
100% 50% 0% YES NO PRICE OF PRODUCT

Inference: 70% respondents are satisfied with the price of the clinic plus shampoo. 17.Are you satisfied with the conditioner?

SATISFACTION WITH CONDITIONER

100% 50% 0% YES NO SATISFACTION WITH CONDITIONER

Inference: 60% respondents are satisfied with the conditioner of the clinic plus shampoo.
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18. Would you refuse international brands?

REFUSING INTERNATIONAL BRANDS

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% YES NO

REFUSING INTERNATIONAL BRANDS

Inference: 80% respondents are not refuse international brands. 19. In comparison with local brands, do you have a preference for international products?

PREFERANCE FOR INTERNATIONAL BRANDS

70% 60% 50% 40% 30% 20% 10% 0% YES NO PREFERANCE FOR INTERNATIONAL BRANDS

Inference: 60% gave preference for international brands.

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20. If you choose A in question 19, please list your reason

REASONS TO CHOOSE INTERNATIOAL BRANDS

70% 60% 50% 40% 30% 20% 10% 0% HIGH QUALITY HIGH PROFILE GREAT REPUTATION OTHERS

REASONS TO CHOOSE INTERNATIOAL BRANDS

Inference: following table indicates the reasons to choose international brands:Reasons High quality High profile Great reputation Others Percentage 60% 10% 25% 5%

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CHAPTER 7 FINDINGS Well cared hair refers to hair which doesnt fall, devoid of dandruff, clean and dirt free hair. Most of the respondents use only bottled form of shampoo Among all the available shampoos in the market clinic plus is the wellknown shampoo Shampoo are being used by the people mostly in an regular manner with 60% of respondents using regularly People use shampoo on an average of 1-2 times a week. Respondents purchases shampoo mostly in retail stores. Parents, children and mainly ladies play a major role in making the decision to buy a shampoo. Most common hair problems faced by the respondents are hair falling and dandruff.

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CHAPTER 8 RECOMMENDATIONS As most of the factors fulfill the needs of consumer and most of them are willing to buy the new shampoo, it is advisable to launch the product as soon as possible. In order to maintain top positions in the market the company should design flexible schemes like extra quantity and all while launching. People have mentioned about hair fall and dandruff as few of the major hair problems so, other than cosmetic shampoo hair fall and dandruff shampoos can also should available in every stores or super market. Fragrance should be improved further to satisfy most of the users because fragrance improvement was mentioned as a problem by respondents. Post launch tracking and control should be definitely carried out to improve the product quality and to withstand market competition. Advertising and packaging should be given utmost care as it is one of the essential of a new product launch. Shampoos for seniors and male segment after doing hormonal and environmental research. If dermatologist consults must be there which helps company to formulate new Shampoos.

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CHAPTER 9 - CONCLUSION

Shampoo is the personal hygienic product and has a large market. So, it is important to determine which factors play the pivotal role to influence the consumer purchasing behavior. In this assignment, the first factor is quality, country of origin-brand, theory of consumer ethnocentrism, and the social influence. These variables form a combination to produce an impact as to manifest our different behavior of a consumer.

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CHAPTER 10 BIBLIOGRAPHY WEBSITES - www.clinicplus.com - www.clinicplusshampoo.org - www.wikipedia.org - India today - Business today magazine BOOKS - C.R.Kothari, Research methodology methods and techniques, wishwa publications, New Delhi, 2000. - Dr.S. Shajahan, Research methods for management, Jaico publications, - Dr.S. Shajahan, New product strategy and management, Himalaya publishing house.

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QUESTIONNAIRE

SURVEY ON CLINIC PLUS SHAMPOO This is to acknowledge that the following survey is purely for educational purposes. This survey is to gather information for a shampoo project that I've been working on for the year. Thank you for taking time to do the survey about the use of shampoo in daily life and the product knowledge of CLINIC PLUS. I appreciate if you could spare some time to answer the questions. As to your personal information, I guarantee your privacy. AGE: - ________________ GENDER: - ________________

---------------------------------------------------------------------------------------------------21.What product do you use for your hairs? o Shampoo o Soap o Shikakai o Shampoo and shikakai 22.If you use a shampoo, how often you use it? (select a nearest range) o Daily o Twice a week o Weekly o Monthly 23.Is shampoo is necessity for you? o Yes o No

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24.In what Quantity do you buy shampoo? o Sachets o Bottles/Bigger o packs o Family packs o Mini bottles 25.How many members of your family use shampoos? o All o Only you 26.What features do you look for in a shampoo? o Smoothening of hair o Anti-Dandruff o Conditioning o To prevent hair fall 27.If your income rose, will you increase the consumption of shampoo? o Strongly agree o Agree o Cant Say o Disagree o Strongly Disagree 28.How easily is shampoo available to you? o Very convenient o Inconvenient 29.You tend to purchase your hair products via o Retail shop o Direct outlet o Salon o Others
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30.What do you look for while buying a shampoo? o Packaging o Features o Cost o Brand 31.Do you prefer 2-in-1 product or individual functional product? o 2-in-1 product o Individual product o I do not care 32.Do you find any additional utility by using shampoos? o I use it because it is used in urban areas o It really helps me maintain my hair o I use it because someone at home uses it o I do not find any difference between a shampoo and a soap 33.How do you know about shampoo brands? o TV advertisements o Print advertisement o Recommendations o Internet o Others 34.To what extent are you familiar with CLINIC PLUS? o Very well and I have used it. o Heard of but I never used it. 35.If you have used it before, how do you like it? o Very good o Good o Average o Poor

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36.Are you satisfied with the price of the product? o Yes o No 37. Are you satisfied with the conditioner? o YES o NO 38.Would you refuse international brands? o Yes o No 39.In comparison with local brands, do you have a preference for international products? o Yes o No 40. If you choose A in question 19, please list your reason o international brands have high quality o its high profile o great reputation o others 41.Any suggestions ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ Thank you for sharing this information with me and completing this survey. Your contribution to this research is greatly appreciated.

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