A Study On Customer Satisfaction of Top 10 Green Tea Brands With Special Reference To Salem Town
A Study On Customer Satisfaction of Top 10 Green Tea Brands With Special Reference To Salem Town
A Study On Customer Satisfaction of Top 10 Green Tea Brands With Special Reference To Salem Town
P.Kokila1
1
M.Phil Scholar,
Department of Commerce
Padmavani arts and science college for women, salem-11
E-Mail: [email protected]
Abstract: The customers are showing interest towards healthy food and beverages in the
present world. The tea industry is biggest industry in the world because almost 90 percent
of people consume tea. The consumption of green tea had become popular in the recent
years. The purpose of this paper is to understand the factors which influence customer
satisfaction with regard to green tea. The independent variable is customer satisfaction
and the dependent variables are price, health and weight. This paper also explains how
consumers have gained information about green tea. The statistical techniques like
descriptive statistics, percentage analysis and chi-square analysis have been implemented
for data analysis. It is found from the study that significant relationship exists between the
dependent and independent variables.
Key Words: customer satisfaction, green tea, healthy beverages, sustainable tea, tea.
1. Introduction
Tea is one of the most widely consumed beverages in the world, next to water and well
ahead of coffee and carbonated soft drinks. Tea was first discovered in China around 2700
BC; Tea has long been promoted for having variety of positive health benefits. There are
varieties of tea available like these days like green tea, black tea and organic tea etc. The
people across the world are consuming tea from thousands of years and it is a leading
beverage. Green tea is consumed as a popular beverage worldwide, particularly in Asian
countries like China, Korea and Japan. Green tea is non - fermented and it contains more
catechism than black tea. The consumption of green tea had a positive impact on oral
health but still there is need for more clinical and biological studies to prove this.
5. Research methodology
Research design
Descriptive research design includes survey & fact finding inquires of different kinds.
The major purpose of descriptive research is descriptive of state of affairs as it exists at
present.
Sampling technique
The data collected were analyzed using simple percentage analysis, and Chi-Square
Test to establish the relationship between level of significance.
Level of significance
The probabilities indicate the extent of reliance that we can place in conclusion. The
same technique is used in case of Chi-Square test and the table values of χ2 are available
at various probabilities level. These levels are called level of significance. Usually the
value of Chi-Square is at 5% level of significance.
[1] The time limit is one of the main factors to conduct the study effectively.
[2] The data collection is applicable in Salem city only.
[3] The respondent may not be true in filling up the questionnaire.
[4] The study was only confined to 110 respondents.
7. Review of literature
According to Hazarika (2012) Indian Journal of Marketing Management the taste and
color are the most important factors which influence tea consumption among Indian
consumers. According to Monirul & Han (2012) Retail Consumer Market in India pp. 68
consumer attitude towards tea and coffee varies. The factors like freshness, status and
flavor have an impact on the attitude of consumers towards tea and coffee. Verma (2013)
Journal of Retailing and Consumer satisfaction pp. 101-106 had stated that tea
Chi-Square Analysis - 1
Null hypothesis H0: There is no relationship between place of drink a green tea to the
quantity of drink a green tea per day.
Alternative hypothesis H1: There is a relationship between place of drink a green tea to
the quantity of drink a green tea per day.
Home,
place Tea Tot
Home Office Office & tea
shop al
shop
Quantity
One cup 4 6 9 1 20
Two cup 20 30 4 2 56
Three cup 6 5 4 2 17
More than three
2 1 3 1 7
cup
Total 32 42 20 6 100
Ʃ(Oi -Ei)2
2
Oi Ei (Oi -Ei) ---------
Ei
4 6.4 5.76 0.9
9 4 25 6.25
Ʃ(Oi -Ei)2
--------- =20.7561
Ei
Table value: χ2 = (r-1) (c-1) d.f = (4-1) (4-1) d.f = (3) (3) d.f = 9 d.f = 16.919
H1: There is a relationship between place of drink a green tea to the quantity of drink a
green tea per day.
Chi-Square Analysis - 2
LEVEL OF
SATISFACTION
BRANDS
Highly Satisfie Dissatisfie Highly
Neutral
satisfied d d dissatisfied Total
Organic India 6 7 4 0 1 18
24 Mantra 6 4 1 1 0 12
Basilur 6 6 0 2 2 16
Typhoo 4 3 3 3 1 14
Golden tips 9 4 3 1 0 17
Twinings 2 3 1 0 1 7
Happy valley 3 2 1 1 2 9
Tetley 1 0 1 0 1 3
Laplant 1 1 1 0 1 4
Total 38 30 15 8 9 100
Ʃ (Oi -Ei)2
Oi Ei ---------
Ei
6 6.84 0.10
7 5.4 0.47
4 2.7 0.62
0 1.44 1.44
1 1.62 0.23
6 4.56 0.45
4 3.6 0.04
1 1.8 0.35
1 0.96 0.0001
0 1.08 1.08
6 6.08 0.0001
6 4.8 0.3
0 2.4 2.4
2 1.28 0.40
2 1.44 0.21
4 5.32 0.32
3 4.2 0.34
3 2.1 0.38
3 1.12 3.15
1 1.26 0.05
9 6.46 0.99
4 5.1 0.23
3 2.55 0.07
1 1.36 0.09
0 1.53 1.53
2 2.66 0.16
3 2.1 0.38
1 1.05 0.0002
0 0.56 0.56
1 0.63 0.21
3 3.42 0.05
2 2.7 0.18
1 1.35 0.09
1 0.72 0.1
2 0.81 1.74
1 1.14 0.1
0 0.9 0.9
1 0.45 0.67
0 0.24 0.24
1 0.27 1.97
1 1.52 0.17
1 1.2 0.03
1 0.6 0.26
0 0.32 0.32
1 0.36 1.13
∑(Oi -Ei)2
_________ = 24.50
Ei
Table value: χ2 = (r-1) (c-1) d.f = (10-1) (5-1) d.f = (9) (4) d.f = 36 d.f = 50.998
[2] The majority of 32% of the respondents are below 20 years of age group, and lowest
20% of the respondents are 40-60 years of age group.
[3] In this study the majority of 30% of the respondents are graduates, 25% of the
respondents are completed SSLC, 20% of the respondents are postgraduates, 18% of
the respondents are completed higher secondary, and 7% of the respondents are
illiterate.
[4] In our study the majority of respondents are business men, 23% of the respondents are
Government employee, 22% of the respondents are housewives, 18% of the
respondents are professionals, and 12% of the respondents are private employees.
[5] The table 4.5 clearly reveals that the majority of 25% of the respondents getting
highest income to Rs.30,000-40000, 23% of the respondents income level is above
40,000, 22% of the respondents income level is Rs.20000-30000, 20% of the
respondents income level is Rs.10000-20000 and 10% of the respondents income is
less than 10,000.
[6] The highest 26% of the respondents have 3-4 members in their family, again 26% of
the respondents have more than 5 members in their family, 25% of the respondents
have 4-5 members in their family, and 23% of the respondents have below 3 members
in their family.
[7] Some respondents are getting information from personal sources, some respondents
are getting information from public sources, experimental sources, and some of the
respondents are getting information from commercial sources.
[8] In our study the majority of 42% of the respondents are prefer green tea, 30% of the
respondents are prefer milk tea, 15% of the respondents are prefer black tea, 9% of
the respondents are prefer peppermint tea, and 4% of the respondents are prefer herbal
tea.
[9] The majority of 18% of the respondents like Organic Indian green tea brand, 17% of
the respondents like Golden tips, 16% of the respondents like Basilur brand, 14% of
the respondents Typhoo green tea brand, 12% of the respondents like 24 Mantra
organic green tea brand, 9% of the respondents like Tetley brand, 7% of the
respondents Twinings green tea brand, 4% of the respondents like Laplant brand and
3% of the respondents like Happy valley green tea brand.
[10] In our study the majority of 25% of the respondents are say that elders of the family is
the decision maker to purchase a green tea, 21% of the respondents are say that wife
is the decision maker to purchase a green tea, 20% of the respondents are say that
husband is the decision maker to purchase a green tea, 18% of the respondents are say
that husband and wife are to decide for the above, and 16% of the respondents are say
that all family members decide to purchase a green tea.
[11] Table 4.11 clearly explained the awareness of green tea manufacturers. In which the
majority of 85% of the respondents having awareness about the manufacturers of
green tea brands, whereas 15% of the respondents did not aware the same.
[12] In our study the majority of 38% of the respondents are daily purchase a green tea,
26% of the respondents are fortnightly purchase, 24% of the respondents are weekly
purchase, and 12% of the respondents daily purchase a green tea.
[13] We conclude that the majority of 22% of the respondents purchase 1kg of green tea,
21% of the respondents purchase 500gms of green tea, 19% of the respondents
purchase 250gms of green tea, 18% of the respondents purchase 100gms of green tea,
11% of the respondents purchase 25gms of green tea, and 9% of the respondents
purchase 50gms of green tea.
9. Suggestions
[1] The companies can reduce the cost of green tea and increase the quantity to attract
more customers.
[2] The companies should spread awareness among people about benefits of green tea.
[3] The companies must make availability of green tea at all shops since most of
respondents purchase only at department stores.
[4] The companies should try to satisfy all the customers by producing green tea varieties
depending on age and body weight.
[5] The marketers needs to adopt a more competitive strategy to push the sales of Organic
Tea as urban consumers have a higher buying potential and concern for health, safety
and environment.
[6] Robust Promotional activities needs to be carried out on a regular basis like Free Tea
Tasting, Sampling of Tea Bag and Organizing Health Camps. There is also a need to
introduce new offers such as Rewards cards, gift coupons to increase customers’
loyalty towards their brand & increase Sales.
10.Conclusion
Tea is a popular beverage and due to its extensive consumption worldwide
consumer becomes very fussy or particular about the brand and quality of the tea. The
consciousness about the beverage quality adds to many factors like popularity of the tea
brand, colour, aroma, price etc. All these attributes/traits are highly responsible with tea
consumption. Our study proves that while considering a particular tea brand things like
popularity of a particular tea brand, satisfaction towards specific brand and other
qualitative factors like colour, aroma etc are associated while choosing that particular
brand. A consumer depends totally on these entire factors for choosing a specific brand
of his/her need. The extensive study is done different regions of Salem city and a clear
conclusion can be drawn from the statistical analysis that all the behavioural traits highly
influence consumer’s tea consumption behaviour. Overall the study illustrates a clear
11.Bibliography
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Publishing Company.
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Harcourt College Publishers.
[5] Blackwell, R. D., Miniard, P. W. & Engel, J. F. (2006). Consumer behavior. Mason:
Thomson.