A Study on Customer Satisfaction Towards Amway Products in Coimbatore City
Short Description
amway products...
Description
CHAPTER-I INTRODUCTION
1
CHAPTER-1 INTRODUCTION
Great companies start with great ideas and Amway is no exception. Amway Amway,, an abbreviation for "American Way", was coined in 1959 by founders, ay !an !an Ande and #ichard $e!o $e! os. %he business was buit on the simpe integrity of heping peope peop e ead better ives.
%he vision of the Amway &ndia 'nterprises franchise is franchise is (&nspiring peope to ive better ives). With the mission to provide the best business opportunity, the direct saes business deivers exceptiona *uaity products in the foowing areas+
utrition and weness -ersona care ome care ome tech and insurance.
%he Amway &ndia 'nterprises franchise/s vaues have enabed it to guide its actions and hep achieve everything without compromise or harm.
#ecording a huge saes turnover year after year, Amway Amway &ndia 'nterprises franchise is aso the founder member of the &ndian $irect 0eing Association &$0A2. %he mutieve mar3eting business was awarded the 4#ising usiness 0tar 0tar of the 6iennium7 award by the 8arnata3a Wefare We fare Association in ctober :;;;.
A the 6oney ac3 Guarantee, a products are environmentay friendy and not tested on animas. %hrough its presence in &ndia, the mutieve mar3eting franchise enhances human resource deveopment deveop ment through entrepreneuria opportunity and sef= empoyment. Amway aso encourages the return of its used product bottes for re=cycing, thus preventing their misuse.
CUSTOMER SATISFA SATISFACTION CTION 2
%he defini definitio tion n of custom customer er satisf satisfact action ion has been widey widey debated debated as organi organi?at ?ation ionss increasingy attempt to measure it. @ustomer satisfaction can be experienced in a variety of situations and connected to both goods and services. &t is a highy persona assessment that is great greaty y affe affect cted ed by cust custom omer er expec expecta tati tion ons. s. 0ati 0atisf sfact actio ion n aso aso is base based d on the the cust custom omer erss experience of both contacts with the organi?ation and persona outcomes. 0ome researchers define a satisfied customer within the private sector as (one who receives significant added vaue) to hisBher bottom ine. @ustomer satisfaction differs depending on the situation and the product or service. A customer may be satisfied with a product or service, an experience, a purchase decision, a saesperson, store, service provider, or an attribute or any of these. @ustomer satisfaction is a highy highy person persona a assess assessmen mentt that that is great greaty y infue infuenced nced by indivi individua dua expect expectati ations ons.. 0ome 0ome definitions are based on the observation that customer satisfaction or dissatisfaction resuts from either the confirmation or disconfirmation of individua expectations regarding a service or product. %o avoid difficuties stemming from the 3aeidoscope of customer expectations and differences, some experts urge companies to (concentrate on a goa thats more cosey in3ed to customer e*uity.) e*uity.)
OBJECTIVES %he study encompassed the foowing obCectives
%o study the consumer awareness and preference towards Amway products %o anayse the eve of satisfaction of consumer towards Amway products
STATEMENT STATEMENT OF PROBLEM: 3
@onsumer satisfaction with regard to Amway products depends upon user expectation and various factors i3e price, *uaity and brand image. @ustomer satisfaction differs from one consumer to other based on various factors. Attitudes and opinions of the consumers incude product interest, brand image. %he necessity that has arisen for the study has been to identify the eve of consumer satisfaction towards Amway products and to 3now about the causes for shifting their preference from Amway to other brands because of high price and other reasons. ence, the current study on customer satisfaction towards Amway has been conducted.
SCOPE OF THE STUDY %he study has focused on the consumer satisfaction in reation to Amway products. %he study has anay?ed the source of awareness with regard to Amway products. &t identified the factors of preference towards Amway products. %he study has aso reveaed the eve of preference towards Amway products.
LIMITATIONS
$ue to time constraint the study was conducted ony in @oimbatore city.
RESEARCH METHODOLOGY
4
PRIMARY DATA %he primary data is the source of coection of information. %o anay?e the consumer satisfaction towards Amway products,1:; respondents were seected from within the @oimbatore city. %he respondents incuded students, business peope, empoyees, and home ma3ers. &n order to coect the reevant data from the respondents a *uestionnaire consisting of :9 *uestions was distributed to 3now the persona opinion of the respondents towards Amway products.
SECONDARY DATA
ournas Websites ews daiies
AREA OF THE STUDY %he study was underta3en in @oimbatore city.
PERIOD OF THE STUDY %he study has spanned a period of D months from the 1Eth of une,:;1: to 1Eth 0eptember :;1:.
STATISTICAL TOOLS USED
-ercentage anaysis @hi=s*uare test
0A6-F' 0&' 1:; #espondents in @oimbatore @ity.
5
CHAPTER-II REVIEW OF LITERATURE
6
CHAPTER-2 REVIEW OF LITERATURE
#.Hurger 19912 conducted a study on consumer satisfaction towards ight weight aptops and it was inferred that the various features i3e touch screen, sim and see3, advanced power management provided in the aptop highy infuences the satisfaction of the consumer.
-.#aCendran 199I2 conducted a study on (consumer preference for shampoo). %he obCective of the study was to anaysis the impact of advertisement of different brands of shampoo and consumer behaviour towards buying. %he data was coected in 'rode district to the sampe si?e of 1;; respondents by using convenient samping method. &t was found from the study that maCority preferred *uantity, which ranged from 9m to 1 of the respondents foowed by 0J0&F8 is used by 9.DE>, @inic AFF @F'A# is used by K.I9>. Hrom the respondents obtained KI.E, -LG brands of shampoo is used by E.59>. 'A$L0JF$'# became very popuar and acceptabe, whie -A%'% and #'&@' are gaining the ground @avins 3are brand have K.9I> of brand usage. ow @&@8 shampoo heading the ground.
.8othai aya3i :;;12 conducted a study on (rand preference of toiet soap users with specia reference to Gobichettipaayam tau3) has found that a arge number of brands of toiet soaps avaiabe in the mar3et which defer & price , *uaity, *uantity etc due to the favourabe features of brands, the consumers have preferred to purchase their oya brands ony. %he study has concuded that best *uaity soaps at reasonabe price, maCority of the respondents preferred A6A6 as their brand ony
0angeetha.% :;;:2 undertoo3 a study on ( brand '*uity of hair care products and distribution of D products segments in the city of @oimbatore for @avin @are imited) pertaining to the 7
residents, deaers, whoesaers and departmenta stores with the sampe si?e of 15;. &t was found that consumers are aware of hair care products of cavin care and most of them beong to the age group of 15 to :5 years.
#amya $evi :;;:2 conducted a study on ($eveoping mar3eting strategy for attraction and retention of consumers with specia reference to ohnson and ohnson baby powder). %he study form of the sampe si?e of :;; respondents in @hennai city found that the awareness of ohnson and ohnson baby powder was 1 and retention of the consumers was 15;>.
$r.!yaCayanthi, $r.G.@hand 3u3ani, $r. Ani Abraham, and $r.0.A 8ohapure:;;I2 made a study on (Anti dandruff activity and safety of poyherba hair oi) an open piof in angaore city. %wenty five patients of both gender, from the age group of :;MK5 years, who were suffering from mid to moderate dandruff they were enroed in this study and advise to appy of 1;m of anti dandruff hair oi twice daiy for a period of two wee3s this study concudes that the anti dandruff hair oi was cinicay effective and safe
$r.A !inayagamoorthy :;; and empoyee respondents are :D.DD>. %he response from the homema3ers is 1K.1. %he east respondents beongs to the group of business peope consists of I.I #'0JF% &t is concuded that maCority 55.ED>2 of the respondents are students.
33
MONTHLY INCOME:
%he purchasing power of the respondents depends upon the earnings of the respondents. %abe o.I reveas the monthy income of the respondents.
TABLE NO. MONTHLY INCOME-WISE CLASSIFICATION OF THE RESPONDENTS
N( () R95(&'&9
Fess than
Pr6&
DK
:E.DD
5;;;=1;;;;
:I
:1.I<
1;;;1=:;;;;
D:
:I.I<
:E
:D.DD
1:;
1;;.;;
5;;;
more than :;;;; %ota
34
MONTHLY INCOME
34
32 26
28
&%'#-#'%A%& %abe o.I reveaed that :E.DD> of the respondents were earning ess than 5;;; per month and :I.I of the respondents earns between1;;;1=:;;;; p.m. the respondents who earns more than :;;;; is :D.DD>. :1.I of the respondents are earning 5;;;=1;;;; p.m. #'0JF% &t is concuded that 6ost of the :E.DD> of the respondents are earning ess than 5;;; p.m.
35
SIE OF FAMILY:
Hamiy si?e wi vary from one famiy to another. %abe o.K.< shows the famiy si?e of the respondents.
TABLE NO. FAMILY SIE-CLASSIFICATION OF THE RESPONDENTS
N( () R95(&'&
Pr6&
9
1=D members
DD
: of the respondents have more than I members in the famiy. #'0JF% &t is concuded that maCority I;.ED>2 of the respondents have K=5 members in their famiy.
37
RESIDENTIAL AREA:
#esidentia area of the respondents has greater infuence in preferring the products. %abe o.E expains the area wise cassification of the respondents. TABLE NO.8 RESIDENTIAL AREA WISE-CLASSIFICATION OF THE RESPONDENTS N( () R95(&'&9
Pr6&
#ura
:K
:;.;;
Jrban
9I
E;.;;
%ota
1:;
1;;.;;
RESIDENTIAL AREA
24
96
RURAL
UR"AN
&%'#-#'%A%& %abe o.E has expained that E;> of the respondents are residing in urban area. :;> of the respondents residing in rura area. #'0JF% &t is concuded that maCority E;>2 of the respondents are from urban area.
38
CONSUMER RESPONSE IN RELATION TO THE AWARENESS OF THE AMWAY PRODUCTS
%he foowing tabe heps us to anay?e the awareness eve of the consumer with respect to Amway products. %abe o.K.9 expains the consumers opinion in reation to the awareness of Amway products. TABLE NO.;. AWARENESS OF AMWAY PRODUCTS
Huy
0trongy
aware
agree D;
5I
:5.;>
KI.
about
Agree
eutra
$isagree
0trongy
%ota
:<
5
disagree :
1:;
::.5>
K.:>
1.
1;;>
Amway products
&%'#-#'%A%& %abe o.K.9 reveas that KI. of the respondents agrees that they are fuy aware about Amway products :5.;> of the Amway users strongy agree that they are fuy aware about Amway products ::.5> of the respondents have expressed their awareness of Amway products as neutra K.:> of the respondents disagrees that they are fuy aware about the Amway products. 1. of the respondents strongy disagree that they are fuy aware about Amway products. #'0JF% &t is concuded that most KI.2 of the respondents agrees that they are fuy aware about Amway products PRODUCT DIFFERENTIATION: 39
Amway has a brand image for its products. %abe o.1; expains whether the Amway product is uni*ue when compared to other products in muti eve mar3eting. TABLE NO.1 AMWAY PRODUCT IS UNIUE
Amway
0trongy
product is agree 1E uni*ue 15.;>
Agree
eutra
$isagree
0trongy
%ota 1:;
1;;>
I9
:5
E
disagree ;
5
:;.E>
I.
;.;>
&%'#-#'%A%& %abe o.1; expains that 5 of the respondents agree that Amway products is uni*ue when compared to other products.:;.E> of the respondents expressed the uni*ueness of the Amway products when compared to other products as neutra. 15> of the respondents strongy agree that Amway product is uni*ue when compared to other products.I. of the respondents disagree that Amway product is uni*ue. one of the respondents strongy disagree that Amway product is uni*ue when compared to other products. #'0JF% &t is concuded that maCority 52 of the respondents agrees that Amway product is uni*ue. HIGH PREFERENCE FOR AMWAY PRODUCTS:
40
Amway product is highy preferred when compared to other products. %abe o.11 reveas the preference for the Amway products. TABLE NO.11 HIGH PREFERENCE FOR AMWAY PRODUCTS
Amway
0trongy
product is agree :K highy
Agree
eutra
$isagree
0trongy
%ota 1:;
1;;>
KE
DI
9
disagree D
K;.;>
D;.;>
:.5>
preferred :;.;>
&%'#-#'%A%& %abe o.11 reveas that K;> of the respondents agree that Amway product is highy preferred when compared to other products. D;> of the respondents is neutra about the preference of the Amway products when compared to other products.:;> of the respondents strongy agree that Amway product is highy preferred when compared to other products. of the respondents disagree that Amway product is highy preferred.:.5> of the respondents strongy disagree that Amway product is highy preferred. #'0JF% &t is concuded that most of the respondents K;>2 have agreed that Amway products is highy preferred when compared to other products
DISTRIBUTION OF PRODUCTS WOULD BE TAEN UP IF OFFERED
41
%he foowing %abe %abe o.1: reveas the opinion of the respondents if the distribution of products is offered to them.
TABLE NO.12 DISTRIBUTION OF PRODUCTS WOULD BE TAEN UP.
$istributio
0trongy
n of
agree 1<
K<
1K.:>
D9.:>
products
Agree
eutra
$isagree
0trongy
%ota
:9
1E
disagree 9
1:;
:K.:>
15.;>
1;;>
wi be ta3en up if offered
&%'#-#'%A%& %abe %abe o.1: reveas that D9.:> of the respondents agree that distribution of products wi be ta3en up if offered. offered. :K.:> of the respondents are neutra neutra to ta3e up the distribution if offered.15> of the respondents disagrees to ta3e up distribution 1K.:> of the respondents strongy agree to ta3e up the distribution of products. of the respondents strongy strongy disagree to ta3e ta3e up the distribution distribution of Amway products. #'0JF% &t is concuded that most D9.:>2 of the respondents agrees to ta3e up distribution, if offered. AMWAY AMWAY PRODUCTS WILL BE USED FOR LIFE LI FE 42
%he foowing %abe %abe o.1D shows the different views of the respondents opinion in reation to usage of Amway products for ifetime.
TABLE TABLE NO.1< AMWAY AMWAY PRODUCTS WILL BE USED FOR LIFE LI FE
Amway
0trongy
products
agree 1<
KI
1K.:>
DE.D>
wi be
Agree
eutra
$isagree
0trongy
%ota
D:
19
disagree I
1:;
:I.
15.E>
5.;>
1;;>
used for ife
&%'#-#'%A%& %abe %abe o.1D expains that DE.D> of the respondents agrees that Amway Amway products wi used used for ifetime.:I. ifetime.:I. of the respondents respondents are neutra to use Amway Amway products for ifetime.1K.:> ifetime.1K.:> of the the respondents strongy strongy agrees that Amway products wi be used for ife 15.E> 15.E> of the respondents respondents disagrees to use Amway Amway products for ifetime.5> ifetime.5> of the the respondents strongy strongy disagrees to use Amway products for ifetime. ifetime. #'0JF% &t is concuded that most DE.D>2 of the respondents agreed that Amway products wi be used for ife. MOSTLY PREFERRED BY HIGH INCOME GROUP:
43
Amway products are mosty preferred by high income peope. %he foowing %abe o.1K reveas the preference of Amway products by income of high income group peope. TABLE NO.1; MOSTLY PREFERRED BY HIGH INCOME GROUP
Amway
0trongy
product is agree KE preferred
Agree
eutra
$isagree
0trongy
%ota 1:;
1;;>
D<
1<
1D
disagree 5
D;.E>
1K.:>
1;.E>
K.:>
mosty by K;.;>
high income group
&%'#-#'%A%& %abe %abe o.1K reveas that K;> of the respondents strongy agree that Amway Amway product is mosty mosty preferred by high high income group.D;.E> group.D;.E> of the respondents respondents agrees that Amway Amway products is mosty preferred by high income group.1K.:> of the respondents are neutra about the preference by high income group.1;.E>of the respondents disagrees this opinion.K.:> of the respondents strongy disagrees. #'0JF% &t is concuded that most K;>2 of the respondents strongy agrees that Amway products is mosty preferred by high income group. FEMALE MEMBERS MOSTLY USE AMWAY PRODUCTS:
44
%he foowing %abe o.15 reveas the respondents view in reation to the statement that Hemae members mosty prefer to use Amway products when compared to maes. TABLE NO.1 FEMALE MEMBERS MOSTLY USE AMWAY PRODUCTS
Hemae
0trongy
members
agree DI
K5
D;.;>
D
prefer to
Agree
eutra
$isagree
0trongy
%ota
::
1K
disagree D
1:;
1E.D>
11.
:.5>
1;;>
use Amway
products &%'#-#'%A%& %abe o.15 inferred that D of the respondents agree that femae members mosty prefer to use Amway products D;> of the respondents strongy agrees that femae members mosty prefers Amway products.1E.D> of the respondents are neutra about this option.11. of respondents disagrees that femae members mosty prefer to use Amway products.:.5> of the respondents strongy disagrees this statement. #'0JF% &t is concuded that most D2 of the respondents agrees that femae members prefer to use Amway products when compared to mae.
CHILDREN LEVEL OF PREFERENCE IS VERY LOW
45
%he foowing %abe o.1I shows the respondents opinion with regard to chidren eve of preference towards Amway product is very ow.
TABLE NO.1 CHILDREN LEVEL OF PREFERENCE IS VERY LOW
@hidren
0trongy
eve of
agree KK
DD
DI.
:
preferenc
Agree
eutra
$isagree
0trongy
%ota
D:
E
disagree D
1:;
:I.
I.
:.5>
1;;>
e is very ow
&%'#-#'%A%& %abe o.1I reveas that DI. of the respondents strongy agree that chidren preference for Amway products is ow. : of the respondents agree to it. :I. of the respondents are neutra about chidren preference.:.5> of the respondents strongy disagrees this statement. #'0JF% &t is concuded that most DI.2 of the respondents strongy agree that chidren eve of preference for Amway products is very ow.
AWARENESS IN RELATION TO ALL ASPECTS OF AMWAY PRODUCTS
46
%he foowing %abe o.1< reveas the opinion of respondents in reation to a respects towards Amway products.
TABLE NO.1 AWARENESS IN RELATION TO ALL ASPECTS OF AMWAY PRODUCTS
N( () R95(&'&9
Pr6&
es
K1
DK.1<
o
D;
:5.;;
ot sure
K9
K;.ED
47
AWARENESS
49 41 30
&%'#-#'%A%& %abe o.1< inferred that K;.ED> of the respondents are not sure that they are aware about a aspects reating to Amway products. DK.1 of the respondents says that they are fuy aware about a aspects reating to Amway products.:5> of the respondents says that they are not fuy aware. #'0JF% &t is concuded that most K;.ED>2 of the respondents are not sure about a aspects reating to Amway products.
48
SOURCE OF AWARENESS
0ource of awareness through which the respondents is introduced to the Amway products. TABLE NO.18 SOURCE OF AWARENESS
N( () R95(&'&9
Pr6&
$istributors
D:
:I.I<
friends
5<
K eve of significance
RELATIONSHIP BETWEEN AGE OF THE RESPONDENTS AND THE RECOMMENDATION OF AMWAY PRODUCTS %abe o+ I determine the association between the age of the respondents and recommendation of Amway products to others. HYPOTHESIS
%here has been no significant reationship between age of the respondent and recommendation of Amway products to others. TABLE NO. Crosstab
Count 6ill (ou recommend amwa( ,roducts to ot!ers es )-e
no
Total
15"20 (rs
42
11
53
20"25 (rs
22
28
25"30 (rs
12
5
17
more t!an 30 (rs
18
4
22
94
2
120
Total
Chi-Square Tests
earson C!i"#$uare
+alue .785a
3
)s(m,. #i-. 2"sided/ .853
df
%i&eli!ood 'atio
.749
3
.82
%inear"b("%inear )ss ociation
.003
1
.959
* of +alid Cases
120
#'0JF%+
71
%abe o.I reveas the cacuated vaue of chi=s*uare as ;. eve of significance.
RELATIONSHIP BETWEEN EDUCATIONAL UALIFICATION AND SOURCE OF AWARENESS 'ducation improves the peope it heps in creating awareness regarding the Amway product. %he foowing %abe o.< has reveaed the association existing between educationa *uaification of the respondents and their awareness about Amway products. HYPOTHESIS
%here has been no significant association between the educationa *uaification of the respondents and their awareness about the Amway products. TABLE NO. Crosstab
Count sources of awareness ducational $ualification
distributors 2
friends 11
relatives 3
advertisement 1
:G
1
33
12
7
G
11
8
5
2
2
3
5
1
1
10
32
57
21
10
120
!i-!er secondar(
rofessional Total
Chi-Square Tests
earson C!i"#$uare
+alue 7.258a
9
)s(m,. #i-. 2"sided/ .10
df
%i&eli!ood 'atio
7.458
9
.590
%inear"b("%inear )ss ociation
.873
1
.350
* of +alid Cases
120
#'0JF%
72
Total 17
%abe o.< reveas the computed vaue of chi=s*uare vaue as eve of significance. %hus there is no association between the educationa *uaification and source of awareness about the products.
%hus the nu hypothesis is accepted at 5> eve of significance.
RELATIONSHIP BETWEEN EDUCATIONAL UALIFICATION AND THEIR PERIOD OF USAGE %he foowing %abe o.E determines the association between the educationa *uaification and how ong they have been using Amway products. HYPOTHESIS
%here has been a significant reationship between the educationa *uaification and time period for the usage products. TABLE NO.8 Crosstab
Count ow lon- !ave (ou been usin- amwa( ,roducts 1 (rs ducational $ualification
!i-!er secondar(
2"4 (rs
more t!an (rs
5" (rs
Total
8
9
:G
27
35
3
2
7
G
7
11
7
1
2
rofessional
3
4
2
1
10
45
59
12
4
120
Total
17
Chi-Square Tests
earson C!i"#$uare
+alue 1.212a
9
)s(m,. #i-. 2"sided/ .03
df
%i&eli!ood 'atio
1.019
9
.0
%inear"b("%inear )ss ociation
7.519
1
.00
* of +alid Cases
120
#'0JF%
73
%he above %abe o.E shows the computed vaue of chi=s*uare vaue as 1I.:1: at 9 degree of freedom which is greater than the tabe vaue of 1I.919 at 5> eve of significance. %hus there is a significant reationship between educationa *uaification and time period for the usage of products
%hus the nu hypothesis is reCected at 5> eve of significance.
RELATIONSHIP BETWEEN EDUCATIONAL UALIFICATION AND THEIR RECOMMENDATION OF PRODUCTS TO OTHERS %he foowing %abe o.9 expains that educationa *uaification of the respondents may hep them to recommend the product to others. &t aso shows the reationship between educationa *uaification and recommendation of products to others. HYPOTHESIS
%here has been no significant reationship between educationa *uaification and recommendation of Amway products to others. TABLE NO. Crosstab
Count 6ill (ou recommend amwa( ,roducts to ot!ers es ducational $ualification
no
Total
!i-!er secondar(
12
5
17
:G
55
12
7
G
19
7
2
8
2
10
94
2
120
rofessional Total
Chi-Square Tests
earson C!i"#$uare
+alue 1.597a
3
)s(m,. #i-. 2"sided/ .0
df
%i&eli!ood 'atio
1.558
3
.9
%inear"b("%inear )ss ociation
.00
1
.937
* of +alid Cases
120
#'0JF%
74
%he above %abe o.9 reveas the cacuated vaue of chi=s*uare as 1.59< at D degree of freedom which is ower than the tabe vaue of eve of significance. %hus there is no significant reationship between th at 5> eve of significance e educationa *uaification and recommendation of Amway products to others
%hus the nu hypothesis is accepted at 5> eve of significance.
RELATIONSHIP BETWEEN OCCUPATION AND SOURCE OF AWARENESS %he occupation of the respondents to which they beong may sometimes creates awareness of Amway products. %he foowing %abe o.1; reveas the association between occupation of the respondents and their source of awareness. HYPOTHESIS
%here has been no significant reationship between occupation of the respondents and their source of awareness. TABLE NO.1 Crosstab
Count sources of awareness ;ccu,ation
distributors 15
friends 34
relatives 14
advertisement 4
business
2
2
3
1
8
em,lo(ed
11
11
2
4
28
4
10
2
1
17
32
57
21
10
120
#tudent
!omema&er Total
Chi-Square Tests
9
)s(m,. #i-. 2"sided/ .327
10.19
9
.337
%inear"b("%inear )ss ociation
.40
1
.497
* of +alid Cases
120
earson C!i"#$uare %i&eli!ood 'atio
+alue 10.29a
#'0JF%
75
df
Total 7
%he above %abe o.1; infers that the computed vaue of chi=s*uare vaue as 1;.:9I at 9 degree of freedom which is ower than the tabe vaue of 1I.919 at 5> eve of significance. %hus there is no association between occupation and source of awareness.
%hus the nu hypothesis is accepted at 5> eve of significance.
RELATIONSHIP BETWEEN OCCUPATION OF THE RESPONDENTS AND THE PERIOD OF USAGE %he foowing %abe o.11 reveas the reationship between the occupation of the respondents and how ong they have been using Amway products. HYPOTHESIS
%here is significant reationship between the occupation and time period for the usage of the products. TABLE NO.11 Crosstab
Count ow lon- !ave (ou been usin- amwa( ,roducts
;ccu,ation
4
more t!an (rs 1
2
2
1
8
9
11
2
28
9
8
45
59
1 (rs 24
2"4 (rs 38
business
3
em,lo(ed !omema&er
#tudent
Total
5" (rs
12
4
9
)s(m,. #i-. 2"sided/ .059
1.517
9
.057
%inear"b("%inear )ss ociation
.000
1
.997
* of +alid Cases
120
earson C!i"#$uare %i&eli!ood 'atio
#'0JF%+ 76
7
17
Chi-Square Tests
+alue 1.373a
Total
df
120
%he above %abe o.11 inferred the computed vaue of chi=s*uare as 1I.D eve of significance. %hus there is association between occupation and time period for the usage of products.
%hus the nu hypothesis is reCected at 5> eve of significance.
RELATIONSHIP BETWEEN OCCUPATION AND RECOMMENDATION OF PRODUCTS %he foowing %abe o.1: shows the reationship between the occupation of the respondents and their recommendation of Amway products to others. HYPOTHESIS
%here has been no significant reationship between occupation and recommendation of Amway products to others. TABLE NO.12 Crosstab
Count 6ill (ou recommend amwa( ,roducts to ot!ers es ;ccu,ation
#tudent
no 54
Total 13
7
business
8
em,lo(ed
19
9
28
!omema&er
13
4
17
94
2
120
Total
8
Chi-Square Tests
earson C!i"#$uare
+alue 4.20a
3
)s(m,. #i-. 2"sided/ .235
df
%i&eli!ood 'atio
5.793
3
.122
%inear"b("%inear )ss ociation
.927
1
.33
* of +alid Cases
120
#'0JF%
77
%he above %abe o.1: expains the computed vaue of chi=s*uare as K.:I; at D degree of freedom which is ower than the tabe vaue of eve of significance. %hus there is no significant reationship between the occupation of the responden ts and their recommendation of Amway products to others.
%hus the nu hypothesis is accepted at 5> eve of significance.
RELATIONSHIP BETWEEN INCOME LEVEL AND SOURCE OF AWARENESS &ncome has been an important eement to determine the purchasing power and preference of the products. %he foowing %abe o.1D reationship between monthy income of the respondents and their source of awareness. HYPOTHESIS
%here has been no association between the monthy income of the respondents and their source of awareness. TABLE NO.1< Crosstab
Count sources of awareness income level ,er mont!
distributors 7
friends 20
relatives
advertisement 1
5000"10000
5
13
2
2
10001"20000
7
15
5
5
32
13
9
4
2
28
32
57
21
10
120
less t!an 5000
more t!an 20000 Total
Chi-Square Tests
earson C!i"#$uare
+alue 11.712a
9
)s(m,. #i-. 2"sided/ .230
df
%i&eli!ood 'atio
11.142
9
.2
%inear"b("%inear )ss ociation
.417
1
.519
* of +alid Cases
120
#'0JF%
78
Total 34
%he above %abe o.1D reveas that the cacuated vaue of chi=s*uare as 11. eve of significance. %hus there has been no significant reationship between the respondents and their source of awareness.
%hus the nu hypothesis is accepted at 5> eve of significance.
RELATIONSHIP BETWEEN MONTHLY INCOME AND PERIOD OF USAGE %he foowing %abe o.1K reveas the association between the monthy income of the respondents and the period of usage. HYPOTHESIS
%here has been significant reationship between monthy income and the time period for the usage of products. TABLE NO.1; Crosstab
Count ow lon- !ave (ou been usin- amwa( ,roducts
income level ,er mont!
1 (rs 15
2"4 (rs 15
5000"10000
11
15
10001"20000
11
19
2
8
10
7
3
28
45
59
12
4
120
less t!an 5000
more t!an 20000 Total
5" (rs
more t!an (rs 1
3
+alue 19.428a
32
9
)s(m,. #i-. 2"sided/ .022
df
%i&eli!ood 'atio
20.539
9
.015
%inear"b("%inear )ss ociation
5.54
1
.017
* of +alid Cas es
120
#'0JF%
79
34 2
Chi-Square Tests
earson C!i"#$uare
Total
%he above %abe o.1K reveas the computed vaue of chi=s*uare vaue as 19.K:E at 9 degree of freedom which is greater than the tabe vaue of 1I.919 at 5> eve of significance. %hus there has been significant reationship between monthy income and time period for the usage of products.
%hus the nu hypothesis is reCected at 5> eve of significance.
RELATIONSHIP BETWEEN MONTHLY INCOME AND RECOMMENDATION OF PRODUCTS TO OTHERS %he foowing %abe o.15 shows the reationship between the monthy income of the respondents and their recommendation of Amway products to others. HYPOTHESIS
%here has been no significant reationship between the monthy income of the respondents and their recommendation of Amway products to others. TABLE NO.1 Crosstab
Count 6ill (ou recommend amwa( ,roducts to ot!ers es income level ,er mont!
no
Total
less t!an 5000
27
7
34
5000"10000
20
2
10001"20000
25
7
32
more t!an 20000
22
28
94
2
120
Total
Chi-Square Tests
earson C!i"#$uare
+alue .05a
3
)s(m,. #i-. 2"sided/ .997
df
%i&eli!ood 'atio
.055
3
.997
%inear"b("%inear )ss ociation
.003
1
.953
* of +alid Cas es
120
#'0JF%
80
%abe o.15 inferred that the cacuated vaue of chi=s*uare as ;.;5I at 1 degree of freedom which is ower than the tabe vaue of eve of significance. %hus there has been no association between monthy income and recommendation of Amway products to others.
%hus the nu hypothesis is accepted at 5> eve of significance.
RELATIONSHIP BETWEEN RESIDENTIAL AREA OF THE RESPONDENTS AND THEIR SOURCE OF AWARENESS #esidentia area whether it is urban or rura, it has g reater impact on awareness of Amway products. %he foowing %abe o.1I reveas the reationship between residentia area of the respondent and their source of awareness with regard to Amway products. HYPOTHESIS
%here has been no significant reationship between the residentia area of the respondents and their source of awareness. TABLE NO.1 Crosstab
Count sources of awareness 'esidential area
'ural
distributors 7
friends 12
relatives 4
advertisement 1
urban
25
45
17
9
9
32
57
21
10
120
Total
Chi-Square Tests
earson C!i"#$uare
+alue .747a
3
)s(m,. #i-. 2"sided/ .82
df
%i&eli!ood 'atio
.854
3
.837
%inear"b("%inear )ss ociation
.52
1
.48
* of +alid Cas es
120
#'0JF%
81
Total 24
%abe o.1I shows the cacuated vaue of chi=s*uare as ;. eve of significance.
RELATIONSHIP BETWEEN THE RESIDENTIAL AREA OF THE RESPONDENTS AND THEIR PERIOD OF USAGE %he foowing %abe o.1< reveas the reationship between residentia area of the respondents and the period of usage. HYPOTHESIS
%here has been no significant reationship between the residentia area of the respondents and their period of usage. TABLE NO.1 Crosstab
Count ow lon- !ave (ou been usin- amwa( ,roducts
'esidential area
more t!an (rs
'ural
1 (rs 11
2"4 (rs 11
urban
34
48
10
4
9
45
59
12
4
120
Total
5" (rs 2
24
Chi-Square Tests
earson C!i"#$uare
+alue 1.707a
3
)s(m,. #i-. 2"sided/ .35
df
%i&eli!ood 'atio
2.49
3
.481
%inear"b("%inear )ss ociation
1.43
1
.22
* of +alid Cas es
120
#'0JF%
82
Total
%abe o.1< expained that the computed vaue of chi=s*uare vaue has been 1. eve of significance.
RELATIONSHIP BETWEEN RESIDENTIAL AREA AND THEIR RECOMMENDATION OF PRODUCTS TO OTHERS %he foowing %abe o.1E reveaed the reationship between the residentia area of the respondents and their recommendation of Amway products to others. HYPOTHESIS
%here has been no significant reationship between the residentia area and recommendation of products to others. TABLE NO.18 Crosstab
Count 6ill (ou recommend amwa( ,roducts to ot!ers es 'esidential area
no
Total
'ural
17
7
24
urban
77
19
9
94
2
120
Total
Chi-Square Tests
earson C!i"#$uare Continuit( Correctiona %i&eli!ood 'atio
1
)s(m,. #i-. 2"sided/ .319
.519
1
.471
.943
1
.332
+alue .994b
df
is!ers act Test %inear"b("%inear )ss ociation
.98
* of +alid Cases
120
1
#'0JF%
83
.321
act #i-. 2"sided/
act #i-. 1"sided/
.405
.231
%abe o.1E expained that the computed vaue of chi=s*uare as ;.99K at 1 degree of freedom which is ower than the tabe vaue of D.E1K at 5> eve of significance. %hus there has been no reationship between residentia area and their recommendation of Amway products to others.
%hus the nu hypothesis is accepted at 5> eve of significance.
84
CHAPTER-V FINDIN$% U$$ETION AND CONCLUION CHAPTER-V SUMMARY OF FINDINGS% SUGGESTIONS AND CONCLUSION %he foowing are important findings of the study (A 0tudy on customer satisfaction towards Amway products with a particuar preference to @oimbatore city)
SUMMARY OF FINDINGS
-ercentage anaysis @hi= s*uare test
PERCENTAGE ANALYSIS
6ost KK.12 of the respondents fa in the age group of 15=:; years.
6aCority 2 of the respondents are femae.
6aCority 55.ED>2 of the respondents are under graduates.
6aCority 55.ED>2 of the respondents are students.
6aCority I5.ED>2 of the respondents are unmarried. 85
6aCority I;.ED>2 of the respondents are famiies consisting of K=5 members
6ost :E.DD>2 of the respondents are earning ess than 5;;;.
6ost KI.2 of the respondents agree that they are fuy aware about Amway products
6ost K2 of the respondents have come to 3now about Amway products through friends.
6ost K9.12 of the respondents have been using Amway products ranging from :=K years.
6aCority 52 of the respondents agree that Amway product is uni*ue when compared to other products.
6aCority 5;>2 of the respondents agree that Amway products are recommended to others.
6aCority E;> of the respondents beongs to urban area.
6ost D9.:>2 of the respondents agree that distribution of products wi be ta3en if offered.
6ost DE.D>2 of the respondents agrees that Amway product wi be used for ife.
6ost K;>2 of the respondents strongy agree that Amway product is mosty preferred by high income group.
6ost D2 of the respondents agree that femae members prefer to use Amway products when compared to mae. 86
6ost DI.2 of the respondents strongy agree that chidren eve of preference for Amway products is very ow.
6aCority 2 of the respondents says that they wi not beco me an Amway distributor.
6aCority 52 of the respondents says that they wi switch over to other product.
6aCority II.I2 of the respondents says the reason for switch over to other product is Amway products are costy.
6aCority 5;>2 of the respondents is satisfied with the brand and 1 of the respondents are highy dissatisfied with high price of Amway products.
87
CHI-SUARE ANALYSIS ANALYSIS %here has been no significant reationship between the
Gender of the respondents and their the ir source of awareness. Gender and their period of usage. Gender and recommendation of products to others. Age of the respondents and their source of awareness Age of the respondents and their period of usage Age of the respondents and their recommendation of products to others 'ducationa *uaification and their source of awareness 'ducationa *uaification and their period of usage 'ducationa *uaification and their recommendation of products to others ccupation of the respondents and their source of awareness ccupation of the respondents and their period of usage ccupation of the respondents and their recommendation of products to others &ncome of the respondents and their source of awareness &ncome of the respondents and their recommendation of products to others #esidentia area of the respondents and their source of awareness #esidentia area of the respondents and their recommendation of products to others
%here is a significant reationship between
&ncome eve of the respondents and their period of usage #esidentia area of the respondents and their period of usage
88
SUGGESTIONS
%he foowing suggestions are are offered to remove the the customer dissatisfaction dissatisfaction in some aspects of the Amway products using customer expectations certain changes has to be made in the foowing aspects which are presented as suggestions.
%he products shoud be cheap. %he home deivery system ta3es at east two days to deiver the products so the deivery
shoud be instant 6aCority of the respondents suggested that the price of o f Amway Amway products is considered to be higher. ence steps coud be ta3en by the companies to reduce the prices so that many
woud get benefited. %here must be mutipe options for purchasing the products p roducts for consumers i3e onine,
retai shops and instant purchasing. &n every city, the Amway office shoud be situated in such a ocation so that it is in reach
of a consumers. 0ampe pac3s shoud be used because customer must have to introduce the product to themseves. nce customer gets an idea about the product he comes to 3now the
advantages of products. 6aCority of the respondents are femae, it shoud concentrate concen trate more on mae products. 0teps shoud be ta3en to grab the attention of chidren preference towards Amway
products. %o promote the Amway Amway products many man y respondents suggested to give advertisements for a the products of Amway.
89
CONCLUSION Amway Amway is is one one of the arg argest est direct direct sein seing g company company in the the word word.. % h e p r o d u c t s o f Amway are word cass product *uaity. %hey are made up of natura a thing thats thats why they are good for heath and environment. Amway covers a wide range of products from beauty care. eath care, to cothing, and daiy use products etc. the products are costy as compared to other branded products avaiabe in mar3et but if we compare the the *uantity whie whie using the products re*uire ess amount and thus can be used for onger time. %he deveopment in the fied of science and technoogy accompanied by updated media in very *uic3 in creating awareness about ab out the changes in a fieds incuding persona and heath care products amongst the consumers. As a resut the consumers do not mind giving up their od products and ta3ing up a new product. %oday %oday there is no consumer who is a save for any product. %he number of brands avaiabe is aso increasing, in its pace of od products consumer prefers to use new branded products i3e Amway. Amway.
(C($5&! 9+(#0' +4 6r)#0 76+ (4r + '!&$i6 6#9($r *+4i(#r &' 6($ (# 7i+ &7 5r('#69 r #5' i9 i9i&3 ( * $(r 9#6699)#0>.
=T+ 9#'! (& 6#9($r 9i9)6i(& (7r'9 A$7! 5r('#69> has reveaed that
most of the respondents switch over their preference to other brands due to higher price and a nd ac3 of awareness about Amway products. ence to maintain the brand image of Amway @ompany the prices of the products shoud be reasonabe and moreover it must be affordabe to buy its products by a consumers. &f Amway Amway products are sod at the roc3 bottom prices then choosing of Amway products reay ma3e sense
90
"I"LIO$RAPHY 91
BIBLIOGRAPHY
JOURNAL
&ndian ourna of 6ar3eting &ndian ourna of -roduct and 6anagement 0&A@A 6anagement review A6AG#A6
WEBSITES
www.googe.com www.amwayindia.com www.reviewsK:.com www.scribd.com www.asianCourna.com
92
A STUDY ON CUSTOMER SATISFACTION TOWARDS AMWAY PRODUCTS IN COIMBATORE CITY 1. NAME& 2. ADDRE& 3. $ENDER& A' MALE "' FEMALE 4. A$E& A' 15-20 "' 20-25 C' 25-30 D' M()* +, 30 5. MARITIAL TATU A' MARRIED "' UNMARRIED 6. EDUCATIONAL /UALIFICATION A' HI$HER ECONDARY "' U$ C' P$ D' PROFEIONAL 7. OCCUPATION A' TUDENT "' "UINE C' EMPLOYED D' HOMEMA#ER 8. INCOME LEVEL PER MONTH A' LE THAN 5000 "' 5000-10000 C' 10001-20000 D' M()* +, 20000 9. MEM"ER IN THE FAMILY A' 1-3 "' 4-5 C' 5-6 D' MORE THAN 6 10. REIDENTIAL AREA A' RURAL "' UR"AN
93
TO STUDY THE CONSUMERS AWARENESS AND PREFERENCE TOWARDS AMWAY PRODUCTS
NO
11 12
13
14 15 16 17
18
19
PARTICULAR
TRON$ LY A$REE
A$R EE
NEUTR AL
DIA$R EE
FULLY AWARE A"OUT AMWAY PRODUCT AMWAY PRODUCT I UNI/UE WHEN COMPARED TO OTHER PRODUCT AMWAY PRODUCT I HI$HLY PREFERRED WHEN COMPARED TO OTHER PRODUCT AMWAY PRODUCT ARE RECOMMENED TO OTHER DITRI"UTION OF PRODUCT WILL "E TA#EN UP IF OFFERED AMWAY PRODUCT WILL "E UED FOR LIFE AMWAY PRODUCT I MOTLY PREFERRED "Y HI$H INCOME $ROUP FEMALE MEM"ER PREFER TO UE AMWAY PRODUCT WHEN COMED TO MALE CHILDREN LEVEL OF PREFERENCE FOR AMWAY PRODUCT I VERY LOW
20. ARE YOU AWARE A"OUT ALL APECT RELATIN$ TO AMWAY PRODUCT A' YE "' NO C' NOT URE 21. OURCE OF AWARENE A' DITRI"UTOR "' FRIEND C' RELATIVE D' ADVERTIEMENT
94
TRON$L Y DIA$RE E
22. HOW LON$ HAVE YOU "EEN UIN$ AMWAY PRODUCT A' 1 YEAR "' 2-4 YEAR C' 5-6 YEAR D' MORE THAN 6 YEAR AMWAY PRODUCTS
23. RAN# THE FOLLOWIN$ CRITERIA FOR CHOOIN$ AMWAY PRODUCT CRITERIA
RANK
PRICE PAC#IN$ IN$REDIENT ECO-FRIENDLY DITRI"UTOR ERVICE "RAND IMA$E
24. RAN# THE AMWAY PRODUCT ACCORDIN$ TO YOUR CHOICE AND PREFERENCE PRODUCTS
RANK
PERONAL CARE ORAL CARE "EAUTY CARE HEALTH CARE HOME CARE
95
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