A STUDY ON CUSTOMER SATISFACTION TOWARDS THE BISLERI

AT KALLAKURICHI

A Project Report Submitted to the Periyar University in partial fulfilment of the requirement for
the award of the Degree of

BACHELOR OF BUSINESS ADMINISTRATION

By

G. SRIDHAR

REG. NO: 19UBA1064

SUBJECT CODE: 19UBAPR1

Under the guidance of

Dr. L. PRAKASH, M.B.A.,Ph.D.

ASSISTANT PROFESSOR

Department of Business Administration

Department of Business Administration

Arignar Anna Govt. Arts College

Vadachennimalai, Attur-636121.

Salem District. Tamilnadu.

MAY-2022

1
 BONAFIDE CERTIFICATE

This is to certify that the project entitled “ A STUDY ON CUSTOMER SATISFACTION ON

BISLERI AT KALLAKURICHI” is a bonafide work carried out by Mr. G. SRIDHAR

(19UBA1064) under my guidance during the academic year 2021-2022 in partial fulfilment of

the requirements for the award of the Degree of Bachelor of Busines Administration and the

work is an original one and has not formed basis for the award of anydegree, diploma, associate

ship, fellowship or any other similar title.

(HOD Signature) (Guide Signature)

Project Work evaluation viva- voice examination conducted on ____________ by

Internal Examiner External Examiner

2
 DECLARTION

I hereby declare that the project work entitled “A STUDY ON CUSTOMER SATISFACTION

OF BISLERI IN KALLAKURICHI“to the PERIYAR UNIVERSITY, SALEM in portal

fulfillment of the requirements for the award of the degree of Bachelor of Business

Administration is an original Work and has not been submitted earlier either to the university or

to any other institution for the award of any degree Diploma

Date:
Place: Candidate Signature

3
 ACKNOWLEDGEMENT

I wish to express my sincere thanks to the Administration Arignar Anna Government

Arts College, for providing me the need facilities to do my project work

I express my sincere to our principal Dr. K. CHITRA M.Sc., M.Phil., Ph.D

for his encouragement given to me in carrying on the project move.

I take immense pleasure to thank my Head of the Department Dr. A. ELANKUMARAN

MFM., M.B.A., M.Phil., Ph.D. Department of Business Administration Arignar Govt Arts

College for his valuable guidance during each stage of project work,

I have great pleasure in explaining my sincere gratitude to my beloved guide Dr. L.

PRAKASH, M.B.A.,Ph.D. Assistant Professor, Arignar Anna Govt Arts College value guidance
and for the paints strains am taken in making their project work as a grand success.

I wish to extent my regards to all staffs in the Department of Business Administration Arignar

Anna Govt. Arts College.

I remember with love the blessing and inspiration given my parents and friend for the successful

completion of the work ,

Thank You

4
 CONTENT

CHAPTER TITLE PAGE

NO NO

I INTRODUCTION OF COMPANY 1

II HISTORY OF COMPANY 2

III PROFILE OF THE COMPANY 3

OBJECTIVE AND LIMITATION OF

4-5
STUDY
6-8
IV RESEARCH METHODOLOGY

9-36
V DATA ANALYSIS AND INTERPRETION

37-38
VI FINDINGS SUGGESTIONS AND
CONCLUSION

40
BIBILOGRAPHY

5
 List of Tables

Table No Name of the Table Page No

4.1 Classification of Age 9

4.2 Classification of Occupation 11

4.3 Respondents Family Size 13

4.4 Income of the Respondents 15

4.5 Classification of Gender 17

4.6 Martial Status of Respondents 19

4.7 Product Users 21

4.8 Known About Product 23

4.9 Reason for Using 25

4.10 Years of using Product 27

4.11 Reason to Buy 29

4.12 Where to Buy a Product 31

4.13 Respondents changers 33

4.14 Product Suggestions 35

List of Graphs
6
Graph No Name of the Graph Page No

4.1 Classification of Age 10

4.2 Classification of Occupation 12

4.3 Respondents Family Size 14

4.4 Income of the Respondents 16

4.5 Classification of Gender 18

4.6 Martial Status of Respondents 20

4.7 Product Users 22

4.8 Known About Product 24

4.9 Reason for Using 26

4.10 Years of using Product 28

4.11 Reason to Buy 30

4.12 Where to Buy a Product 31

4.13 Respondents changers 33

4.14 Product Suggestions 35

INTRODUCTION

7
 Customer satisfaction can be the difference between your business failing or thriving. If you
want your business to succeed, especially in these uncertain times, you have to maintain high
satisfaction levels throughout the customer journey. This guide gives you everything you need to
start putting your customers first. Customer satisfaction (CSAT) is a measure of how well a
company’s products and services meet customers’ expectations. It reflects your business’ health
by showing how well your products are resonating with buyers. Customer satisfaction can seem
like a vague concept, but there are concrete ways to measure it. You can source a customer
satisfaction score by conducting CSAT surveys, for example. These are typically short, one- to
two-question surveys offered at the end of a business transaction. A classic question is “How
satisfied are you with the product?” with answers ranging from “very satisfied” to “very
unsatisfied.” Although CSAT is one part of customer satisfaction, it is far from the only measure.
Businesses also use Net Promoter Score (NPS) surveys to determine whether their customers
are promoters, detractors, or passives. Do not confuse customer satisfaction with customer
loyalty. They are intimately linked, but there is a difference between the two concepts. Customer
satisfaction measures how happy a customer was with a support interaction or a
purchase. Customer loyalty, on the other hand, is an ongoing state. Loyal customers give a
company their repeat business over time. It’s not a short-term measure, but rather a long-term
understanding of the health of your customer relationship. When you create and maintain a
customer experience that resonates with buyers, customers return again and again. Ensuring high
customer satisfaction in the short term is a key component of gaining that long-term customer
loyalty. Customer satisfaction is important because it means your customer base likes what you
are doing. Research shows that customer satisfaction leads to greater customer retention, higher
lifetime value and a stronger brand reputation.

5 reasons customer satisfaction is important

1. Customer loyalty
2. Customer satisfaction measurement
3. Repeat purchases
4. Customer lifetime value
5. New customer acquisition

HISTORY
8
Bottled water is drinking water (e.g., well water, distilled water, mineral water, or spring water)
packaged in plastic or glass water bottles. Bottled water may be carbonated or not. Sizes range
from small single serving bottles to large carboys for water coolers. Although vessels to bottle
and transport water were part of the earliest human civilizations, bottling water began in the
United Kingdom with the first water bottling at the Holy Well in 1622. The demand for bottled
water was fueled in large part by the resurgence in spa-going and water therapy among
Europeans and American colonists in the 17th and 18th centuries. 'Bristol Water' taken from the
spa at Hotwells was one of the first drinking waters to be bottled and marketed widely. Daniel
Defoe noted in 1724 that there were over 15 glass-houses in Bristol, "which are more than in
London...and vast numbers of bottles are used for sending the water of the Hotwell not only over
England but all over the world." The first commercially distributed water in America was bottled
and sold by Jackson's Spa in Boston in 1767. Early drinkers of bottled spa waters believed that
the water at these mineral springs had therapeutic properties and that bathing in or drinking the
water could help treat many common ailments. The popularity of bottled mineral waters quickly
led to a market for imitation products. Carbonated waters developed to reproduce the natural
effervescence of spring-bottled water, and in 1809 Joseph Hawkins was issued the first U.S.
patent for "imitation" mineral water.[7] Technological innovation in the 19th century led to
cheaper glass and quicker bottling. So bottled water could be produced on a larger scale and
grew in popularity.[6] Many saw bottled water as safer than municipal water supplies, which
could spread diseases such as cholera and typhoid.[8] By around 1850, one of America's most
popular bottlers, Saratoga Springs, was producing more than 7 million bottles of water annually.

COMPANY PROFILE

9
Bisleri International is an Indian company incorporated in 1984 by Jayantilal Chauhan. It is
best known for the eponymous brand of bottled water, which was introduced in 1965 as a soda
brand by Felice Bisleri and acquired by Chauhan in 1969. The company sells bottled water and
soft drinks. Bisleri conducts its major businesses in India, with 135 operational plants and a
network of 3,000 distributors & 5,000 distribution trucks. Bisleri also distributes its products
through its own e-commerce platform and other online retailers. Bisleri was originally an Italian
company created by Felice Bisleri, who first brought the idea of selling bottled water in India.
Bisleri then was introduced in 1965 in silchar, Assam in glass bottles in two varieties – bubbly &
still.

In 2021, Bisleri launched its line of hand sanitizer products Plastic is a miraculous material that
we invented from petroleum derivatives. Recycled plastic can be converted into polyester which
is used to manufacture Shoes, T-shirts, bags, chairs etc., thereby causing less strain on natural
resources. The only problem with plastic is its irresponsible human handling in its disposing. We
recognize how well plastic can work for us & you if utilized properly. Keeping this in mind, we
launched ‘Bottles for Change’. India consumes 13 million tons of plastic every year, out of
which 60% is recycled. Rest 40% of plastic majorly contains non-recyclable items like
Wrappers, Plastic bags, Milk pouches, Multilayer chips packets etc. These plastics can be
recycled several times but there are hardly any efforts made because of their lightness &
dirtiness. They are dumped in dump yards to lie there forever and cause problems for the
environment.
The plastic recycling process refers to the processing of plastic and turning it into a new item
altogether. It includes cleaning the plastic, cutting it into flakes and then melting it at high
temperature for moulding it for desirable use.

Objectives of the study

10
 To find the reason to buy the Bisleri
 To study the levels of satisfaction
 To find the advertisements details
 To find the usage of the Bisleri
 To find the suggestion
 To study the profile of the Bisleri.

LIMITATION OF THE STUDY

1. Due to time constraints the sample size was limited to 50 customer.

2. Ad versions of respondents towards filling the questionnaires
3. The study is restricted only to customer level

11
 4. Time was a big constraint
5. The findings are strictly based on the data collected from 50 customer only
Sankarapuram. So these finding a can’t be generalized to market of Bisleri

RESEARCH METHODOLGY
RESEARCH

Research methodology is the scientific and systematic research for pertinent information
on the specific topics. It includes testing, verification, classification, organization and orientation
which include prediction and application.

12
RESEARCH DESIGN

The research design is the descriptive which includes survey and facts finding enquires of
different kind. Descriptive research studies are those which are concerned with describing the
characteristics of a particular individual or of a group.

DATA COLLECTION METHOD

Research methodology means it provides valuable guidelines to do the project

systematically. In other words it indicates way to collecting analysing and interpreting the data.

In every day-to-day life they do lot of activities. The every activity mostly depends upon
one objective and scope. Without adequate objectives and ambitions, it is very difficult to
achieve desire goal effectively. The objective and aims indirectly formulate and re-correct the
activities.

SOURCE OF DATA

 Primary data
 Secondary data

PRIMARY DATA

The primary data is collected by observation by the research of the functioning of the
unit.

SECONDARY DATA

The secondary data is derived from the annual reports and internal auditing books

SAMPLING TECHNIQUE:

13
 The research adopted convenience sampling technique. Sample size denotes the numbers
of sample selected for the study. The number of samples used in the study has been 50.

DATA COLLECTION METHOD

In this study the researcher collecting the data based on a primary and secondary. The customer
opinions have been collected as primary data and profile of the company is based on secondary
data.

In personal interview for investigator collect information from. The respondents in a fact
meeting, personal interview was conducted on the public places and in front of the banks.

The primary data were collected through structure questionnaire. The questionnaries are both
open ended and close-ended question. The secondary data were collected from some website
magazine and books.

TECHNIQUE OF THE ANALYSIS:

14
 The every project should have a systematic approach to solve the problem. Systematic
approach should be supported by analytical tool. Mostly the researcher use statistical tool for
identifying more precise requirement expressed by the sample.

To analytical tools that are used in our project are:

Average method = No of candidates/ total respondent X 50.

TABLE 4.1

15
 SHOWING THE CLASSIFICATION OF AGE

S.NO AGE NO.OF RESPONDENT PERCENTAGE(%)

1 10-20 22 44
2 21-30 15 30
3 ABOVE 12 24
    50 100

INTERPRETATION:

44% of the respondent of 10-20 candidates and 34% of the respondent of 21-30
candidates and 24% of the respondent of above candidates.

The highest percentage of the respondent and 10-20 is 44%

Chart 4.1

16
 SHOWING THE CLASSIFICATION OF AGE

Chart Title
1.2

0.8

0.6

0.4

0.2

0
1

Series1 Series2

Source:

Primary Data

TABLE 4.2

17
 WHAT ARE THE PLACES BISLERI IS USED

S.N NO.OF PERCENTAGE(%

O OCCUPATION RESPONDENT )
1 BUSINESS 24 48
2 GOVT. EMPLOYE 15 30
3 AGRICULTURE 9 18
4 OTHERS 2 4
  TOTAL 50 100

INTERPRETATION:

48% of the respondent of Business candidates and 30% of respondent Govt. Employee

candidates and 18% of the respondent of Agriculture candidates and 4% of the respondent other

candidates.

The highest percentage of the respondent and business 48%

CHART 4.2

18
 WHAT ARE THE PLACES BISLERI IS USED

Chart Title
60

50

40

30

20

10

0
BUSINESS GOVT. EMPLOYE AGRICULTURE OTHERS

Series1 Series2

Source:

Primary Data

19
 TABLE 4.3

PACKING OF WATER

Packing of NO.OF PERCENTAGE(%

S.NO water RESONDENT )
1 1 liter 33 66
2 2 liter 11 22
3 5 liter 4 8
4 ABOVE 2 4
5 TOTAL 50 100

INTERPRETATION:

66% of the respondent of 1-2 candidates and 22% of respondent 3-4 candidates and 8%

of the respondent of 5-6 candidates and 4% of the respondent above candidates.

The highest percentage of the respondent and 1-2 -66%

20
 CHART 4.3

PACKING OF WATER

Chart Title

70

60

50

40

30

20

10

0
1-2 3-4
Series1 Series2 5-6 ABOVE

Source:

Primary Data

TABLE 4.4

21
 HOW ITS TATSE

NO OF
S.NO TATSE RESPONDENT PERCENTAGE(%)
1 RO 32 64
2 NORMAL 18 36
5 TOTAL 50 100

INTERPRETATION

64% of the respondent of RO and 36% of the respondent of Normal.

The highest percentage of the respondent and RO 64%

CHART 4.4

HOW ITS TATSE

22
 Chart Title
60
NO.OF RESPONDENT
PERCENTAGE
50

40

30

20

10

0
5000-10000 10001-20000 20001-30000 ABOVE

Source:

Primary Data

TABLE 4.5

WHERE IT IS USED MORE

23
 S.N
O used NO OF RESONDER PERCENTAGE(%)
1 Bus stop 6 12
2 hotel 44 88
3 TOTAL 50 100

INTRPRETATION

12% of the respondent of bus stop and 88% of the respondent hotel.

The highest percentage of the respondent and hotel 88%

CHART 4.5

WHERE IT IS USED MORE

24
 Chart Title
100
90
80
70
60
50
40
30
20
10
0
NO OF RESONDER PERCENTAGE(%)

MALE FEMALE

Source:

Primary Data

TABLE 4.6

25
 Its germ free water

Germ free
S.NO water NO OF RESPONDENT PERCENTAGE(%)
1 yes 29 58
2 no 21 42
3 TOTAL 50 100

INTERPRETATION

58% of the respondent of married candidates and 42% of the respondent unmarried candidates.

The highest percentage of the respondent and married 58%

CHART 4.6

Its germ free water

26
 Chart Title
70

60

50

40

30

20

10

0
NO OF RESPONDENT PERCENTAGE(%)

married unmarried

Source:

Primary Data

TABLE 4.7

How use more

27
 S.N NO OF PERCENTAGE(
O Ho use more RESPONDENT %)
1 Travellers 34 68
2 others 16 32
3 Total 50 100

INTERPRETATION:

68% of the respondent of travellers and 32% of the respondent others candidates.

The highest percentage of the respondent and yes 68%

Chart 4.7

How use more

28
 Chart Title
80
70
60
50
40
30
20
10
0
1 2

Yes No

Source:

Primary Data

TABLE 4.8

HOW DO YOU KNOW ABOUT THE BISLERI

29
 PERCENTAGE(%
S.NO HOW RIN NO OF RESPONDENT )
1 ADVERTISEMENT 25 50
2 NEWSPAPER 7 14
3 FRIEND'S 13 26
4 ABOVE 5 10
5 TOTAL 50 100

INTERPRETATION:

50% of the respondent of Advertisement candidates and 14% of the respondent newspaper

candidates and 26% of the respondent of friend’s candidates and 10% of the respondent above

candidates.

The highest percentage of the respondent and advertisement 50%

CHART 4.8

HOW DO YOU KNOW ABOUT THE BISLERI

30
 Chart Title
120

100

80

60

40

20

0
ADVER- NEWSPAPER FRIEND'S ABOVE TOTAL
TISEMENT

NO OF RESPONDENT PERCENTAGE

Source:

Primary Data

TABLE 4.9

WHAT REASON FOR USING BISLERI

31
 s.no reason no of respondent percentage(%)
AVIALIABLE IN
1 ALL PLACE 12 24
2 TASTE 20 40
3 Price 18 36
4 Total 50 100

INTERPRETATION

24% of the respondent of avialiable in all place and 40% of the respondent taste candidates and

36% of the respondent price candidates.

The highest percentage of the respondent and quantity 40%

CHART 4.9

WHAT REASON FOR USING BISLERI

32
 Chart Title
120

100

80

60

40

20

0
Quality Quantity Price Total

no of respondent percentage

Source:

Primary Data

33
 TABLE 4.11

BISLERI ANIMAL

s.no BISLERI ANIMAL no of respondent percentage(%)

1 CAMEL 26 52
2 LION 14 28
3 GIRAFFE 10 20
4 total 50 100

INTERPRETATION

52% of the respondent of advertisement candidates and 64% of the respondent of brand

candidates 20% of the respondent of price candidates

The highest percentage of the respondent and advertisement 32%

34
 CHART 4.11

BISLERI ANIMAL

Chart Title
35

30

25

20

15

10

0
advertisement brand price

no of respondent percentage

Source

Primary Data

35
 TABLE 4.12

WHERE DO YOU BUY BISLERI

S.NO DO YOU RIN SOAP NO OF RESPONDENT PERCENTAGE(%)

1 RETAIL SHOP 6 12
2 WHOLESALER 10 20
3 PETTYHAN SHOP 32 64
4 DEALERS 2 4
5 TOTAL 50 100

INTERPRETATION

12% of the respondent of retail shop candidates and 20% of the respondent of wholesalers

candidates and 64%of the respondent of pettyhan shop candidates and 4% of the respondent of

dealers candidates

The highest percentage of the respondent and wholesalers 64%

36
 CHART 4.12

WHERE DO YOU BUY BISLERI

Chart Title
120

100

80

60

40

20

0
RETAIL SHOP WHOLESALER PETTYHAN SHOP DEALERS TOTAL

NO OF RESPONDENT PERCENTAGE

Source

Primary Data

TABLE 4.13

DO YOU LIKE ANY OTHER BRAND

37
 PERCENTAGE(%
S.NO OTHER BRAND NO.OF RESPONDENT )
DEFINITELY
1 CHANGRE 10 20
2 CHANGE 6 12
3 RARE 11 22
4 NO 23 46
5 TOTAL 50 100

INTERPRETATION

20% of the respondent of definitely change candidates and 12% of the respondent of change

candidates and 22% of the respondent of rare candidates and 46% of the respondent of no

candidates

The highest percentage of the respondent and No 46%.

CHART 4.13

38
 DO YOU LIKE ANY OTHER BRAND

Chart Title
50
45
40
35
30
25
20
15
10
5
0
DEFINITELY CHANGE RARE NO
CHANGRE

NO OF RESPONDENT PERCENTAGE

Source

Primary Data

TABLE 4.14

39
 ANY OTHER SUGGESTIONS IF THERE

s. no suggestion no of respondent percentage(%)

1 very good 18 36
2 good 23 46
3 natural 5 10
4 bad 4 8
5 toatal 50 100

INTERPRETATION

36% of the respondent of very good candidates and 46% of the respondent of good candidates

and 10% of the respondent of natural candidates and 8% of the respondent of bad candidates

The highest percentage of the respondent and good 46%

40
 CHART 4.14

ANY OTHER SUGGESTIONS IF THERE

Chart Title
120

100

80

60

40

20

0
very good good natural bad toatal

no of respondent percentage

Source

Primary Data

41
FINDINGS:

The highest percentage of the respondent 44%

The highest percentage of the respondent 74%

The highest percentage of the respondent 64%

The highest percentage of the respondent 66%

The highest percentage of the respondent 56%

The highest percentage of the respondent 88%

The highest percentage of the respondent 58%

The highest percentage of the respondent 50%

The highest percentage of the respondent and 70%

The highest percentage of the respondent 40%

The highest percentage of the respondent 44%

The highest percentage of the respondent 52%

The highest percentage of the respondent 64%

The highest percentage of the respondent 46%

The highest percentage of the respondent 36%

42
SUGGESTION:

Companies should labour reduce the price without affecting quality it will increase the sales.

The company should gives offers

The agent has to make effort to distribute the product in all areas including village to make the

product available to the customer at their convenience.

43
CONCLUSION

A study the consumer behaviour towards the bisleri it is conclude that “consumer is the

king” and that consumer satisfaction is our goal. Findings and suggestions of the study would

show the way for the products to satisfy the consumers. So the consumer satisfaction would

indoubtedly take the boost to greater heights in the days to come.

44
BIBLIOGRAPHY

WEBSITES:

www. Bisleri.co.in

www.bislericompany.in

www.wikipedia/bisleri

SEARCH ENGINE

www. Google.com

Books

India marketing and achievements

45