A Study on Customer Satisfaction Towards Amway Products in Coimbatore City

March 6, 2019 | Author: Edwin Eldho | Category: Chi Squared Distribution, Chi Squared Test, Sales, Business, Business (General)
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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 buit on the simpe integrity of heping peope peop e ead better ives.

%he vision of the Amway &ndia 'nterprises franchise is franchise is (&nspiring peope to ive better ives). With the mission to provide the best business opportunity, the direct saes business deivers exceptiona *uaity products in the foowing areas+    

 utrition and weness -ersona care ome care ome tech and insurance.

 %he Amway &ndia 'nterprises franchise/s vaues have enabed it to guide its actions and hep achieve everything without compromise or harm.

#ecording a huge saes turnover year after year, Amway Amway &ndia 'nterprises franchise is aso the founder member of the &ndian $irect 0eing Association &$0A2. %he mutieve mar3eting  business was awarded the 4#ising usiness 0tar 0tar of the 6iennium7 award by the 8arnata3a Wefare We fare Association in ctober :;;;.

A the 6oney ac3 Guarantee, a products are environmentay friendy and not tested on animas. %hrough its presence in &ndia, the mutieve mar3eting franchise enhances human resource deveopment deveop ment through entrepreneuria opportunity and sef= empoyment. Amway aso encourages the return of its used product bottes for re=cycing, thus  preventing their misuse.

CUSTOMER SATISFA SATISFACTION CTION 2

%he defini definitio tion n of custom customer er satisf satisfact action ion has been widey widey debated debated as organi organi?at ?ation ionss increasingy attempt to measure it. @ustomer satisfaction can be experienced in a variety of  situations and connected to both goods and services. &t is a highy persona assessment that is great greaty y affe affect cted ed by cust custom omer er expec expecta tati tion ons. s. 0ati 0atisf sfact actio ion n aso aso is base based d on the the cust custom omer erss 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 vaue) 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 saesperson, store, service provider, or an attribute or any of these. @ustomer satisfaction is a highy highy person persona a assess assessmen mentt that that is great greaty y infue infuenced nced by indivi individua dua expect expectati ations ons.. 0ome 0ome definitions are based on the observation that customer satisfaction or dissatisfaction resuts from either the confirmation or disconfirmation of individua expectations regarding a service or   product. %o avoid difficuties stemming from the 3aeidoscope of customer expectations and differences, some experts urge companies to (concentrate on a goa thats more cosey in3ed to customer e*uity.) e*uity.)

OBJECTIVES %he study encompassed the foowing obCectives  

%o study the consumer awareness and preference towards Amway products %o anayse 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, *uaity and brand image. @ustomer satisfaction differs from one consumer to other based on various factors. Attitudes and opinions of the consumers incude  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 reation to Amway products. %he study has anay?ed the source of awareness with regard to Amway products. &t identified the factors of preference towards Amway products. %he study has aso reveaed the eve of  preference towards Amway products.

LIMITATIONS 

$ue to time constraint the study was conducted ony in @oimbatore city.

RESEARCH METHODOLOGY

4

PRIMARY DATA %he primary data is the source of coection of information. %o anay?e the consumer satisfaction towards Amway products,1:; respondents were seected from within the @oimbatore city. %he respondents incuded students, business peope, empoyees, and home ma3ers. &n order to coect the reevant 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   

ournas Websites  ews daiies

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 anaysis  @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, sim and see3, advanced power  management provided in the aptop highy infuences the satisfaction of the consumer.



-.#aCendran 199I2 conducted a study on (consumer preference for shampoo). %he obCective of  the study was to anaysis the impact of advertisement of different brands of shampoo and consumer behaviour towards buying. %he data was coected in 'rode district to the sampe si?e of 1;; respondents by using convenient samping method. &t was found from the study that maCority preferred *uantity, which ranged from 9m to 1 of the respondents foowed by 0J0&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$L0JF$'# became very  popuar and acceptabe, whie -A%'% and #'[email protected]' are gaining the ground @avins 3are brand have K.9I> of brand usage. ow @[email protected] shampoo heading the ground.



 .8othai aya3i :;;12 conducted a study on (rand preference of toiet soap users with specia reference to Gobichettipaayam tau3) has found that a arge number of brands of toiet soaps avaiabe in the mar3et which defer & price , *uaity, *uantity etc due to the favourabe features of   brands, the consumers have preferred to purchase their oya brands ony. %he study has concuded that best *uaity soaps at reasonabe price, maCority of the respondents preferred A6A6 as their brand ony



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, deaers, whoesaers and departmenta stores with the sampe si?e of 15;. &t was found that consumers are aware of hair care products of cavin care and most of them beong to the age group of 15 to :5 years.



#amya $evi :;;:2 conducted a study on ($eveoping mar3eting strategy for attraction and retention of consumers with specia reference to ohnson and ohnson baby powder). %he study form of the sampe 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, [email protected] 3u3ani, $r. Ani Abraham, and $r.0.A 8ohapure:;;I2 made a study on (Anti dandruff activity and safety of poyherba hair oi) an open piof in angaore city. %wenty five patients of both gender, from the age group of :;MK5 years, who were suffering from mid to moderate dandruff they were enroed in this study and advise to appy of 1;m of  anti dandruff hair oi twice daiy for a period of two wee3s this study concudes that the anti dandruff hair oi was cinicay effective and safe



$r.A !inayagamoorthy :;; and empoyee respondents are :D.DD>. %he response from the homema3ers is 1K.1. %he east respondents beongs to the group of business  peope consists of I.I #'0JF% &t is concuded 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. %abe o.I reveas the monthy income of the respondents.

TABLE NO. MONTHLY INCOME-WISE CLASSIFICATION OF THE RESPONDENTS

N( () R95(&'&9

Fess than

Pr6&

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%& %abe o.I reveaed 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 concuded that 6ost of the :E.DD> of the respondents are earning ess than 5;;; p.m.

35

SIE OF FAMILY:

Hamiy si?e wi vary from one famiy to another. %abe o.K.< shows the famiy si?e of the respondents.

TABLE NO. FAMILY SIE-CLASSIFICATION OF THE RESPONDENTS

N( () R95(&'&

Pr6&

9

1=D members

DD

: of the respondents have more than I members in the famiy. #'0JF% &t is concuded that maCority I;.ED>2 of the respondents have K=5 members in their famiy.

37

RESIDENTIAL AREA:

#esidentia area of the respondents has greater infuence in preferring the  products. %abe o.E expains the area wise cassification of the respondents. TABLE NO.8 RESIDENTIAL AREA WISE-CLASSIFICATION OF THE RESPONDENTS N( () R95(&'&9

Pr6&

#ura

:K

:;.;;

Jrban

9I

E;.;;

%ota

1:;

1;;.;;

RESIDENTIAL AREA

24

96

RURAL

UR"AN

&%'#-#'%A%& %abe o.E has expained that E;> of the respondents are residing in urban area. :;> of the respondents residing in rura area. #'0JF% &t is concuded that maCority E;>2 of the respondents are from urban area.

38

CONSUMER RESPONSE IN RELATION TO THE AWARENESS OF THE AMWAY PRODUCTS

%he foowing tabe heps us to anay?e the awareness eve of the consumer with respect to Amway products. %abe o.K.9 expains the consumers opinion in reation to the awareness of Amway products. TABLE NO.;. AWARENESS OF AMWAY PRODUCTS

Huy

0trongy

aware

agree D;

5I

:5.;>

KI.

about

Agree

eutra

$isagree

0trongy

%ota

:<

5

disagree :

1:;

::.5>

K.:>

1.

1;;>

Amway  products

&%'#-#'%A%& %abe o.K.9 reveas that KI. of the respondents agrees that they are fuy aware about Amway products :5.;> of the Amway users strongy agree that they are fuy 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 fuy aware about the Amway products. 1. of the respondents strongy disagree that they are fuy aware about Amway products. #'0JF% &t is concuded that most KI.2 of the respondents agrees that they are fuy aware about Amway products PRODUCT DIFFERENTIATION: 39

Amway has a brand image for its products. %abe o.1; expains whether the Amway product is uni*ue when compared to other products in muti eve mar3eting. TABLE NO.1 AMWAY PRODUCT IS UNIUE

Amway

0trongy

 product is agree 1E uni*ue 15.;>

Agree

eutra

$isagree

0trongy

%ota 1:;

1;;>

I9

:5

E

disagree ;

5

:;.E>

I.

;.;>

&%'#-#'%A%& %abe o.1; expains 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 strongy 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 strongy disagree that Amway product is uni*ue when compared to other products. #'0JF% &t is concuded that maCority 52 of the respondents agrees that Amway  product is uni*ue. HIGH PREFERENCE FOR AMWAY PRODUCTS:

40

Amway product is highy preferred when compared to other products. %abe  o.11 reveas the preference for the Amway products. TABLE NO.11 HIGH PREFERENCE FOR AMWAY PRODUCTS

Amway

0trongy

 product is agree :K highy

Agree

eutra

$isagree

0trongy

%ota 1:;

1;;>

KE

DI

9

disagree D

K;.;>

D;.;>



:.5>

 preferred :;.;>

&%'#-#'%A%& %abe o.11 reveas that K;> of the respondents agree that Amway product is highy 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 strongy agree that Amway product is highy  preferred when compared to other products. of the respondents disagree that Amway product is highy preferred.:.5> of the respondents strongy disagree that Amway product is highy preferred. #'0JF% &t is concuded that most of the respondents K;>2 have agreed that Amway  products is highy preferred when compared to other products

DISTRIBUTION OF PRODUCTS WOULD BE TAEN UP IF OFFERED

41

%he foowing %abe %abe o.1: reveas the opinion of the respondents if the distribution of products is offered to them.

TABLE NO.12 DISTRIBUTION OF PRODUCTS WOULD BE TAEN UP.

$istributio

0trongy

n of

agree 1<

K<

1K.:>

D9.:>

 products

Agree

eutra

$isagree

0trongy

%ota

:9

1E

disagree 9

1:;

:K.:>

15.;>



1;;>

wi be ta3en up if offered

&%'#-#'%A%& %abe %abe o.1: reveas 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 strongy agree to ta3e up the distribution of  products. of the respondents strongy strongy disagree to ta3e ta3e up the distribution distribution of Amway products. #'0JF% &t is concuded 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 foowing %abe %abe o.1D shows the different views of the respondents opinion in reation to usage of Amway products for ifetime.

TABLE TABLE NO.1< AMWAY AMWAY PRODUCTS WILL BE USED FOR LIFE LI FE

Amway

0trongy

 products

agree 1<

KI

1K.:>

DE.D>

wi be

Agree

eutra

$isagree

0trongy

%ota

D:

19

disagree I

1:;

:I.

15.E>

5.;>

1;;>

used for ife

&%'#-#'%A%& %abe %abe o.1D expains 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 strongy strongy 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 strongy strongy disagrees to use Amway  products for ifetime. ifetime. #'0JF% &t is concuded 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 mosty preferred by high income peope. %he foowing %abe o.1K reveas the preference of Amway products by income of high income group peope. TABLE NO.1; MOSTLY PREFERRED BY HIGH INCOME GROUP

Amway

0trongy

 product is agree KE  preferred

Agree

eutra

$isagree

0trongy

%ota 1:;

1;;>

D<

1<

1D

disagree 5

D;.E>

1K.:>

1;.E>

K.:>

mosty by K;.;>

high income group

&%'#-#'%A%& %abe %abe o.1K reveas that K;> of the respondents strongy agree that Amway Amway  product is mosty mosty preferred by high high income group.D;.E> group.D;.E> of the respondents respondents agrees that Amway Amway products is mosty 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 strongy disagrees. #'0JF% &t is concuded that most K;>2 of the respondents strongy agrees that Amway products is mosty preferred by high income group. FEMALE MEMBERS MOSTLY USE AMWAY PRODUCTS:

44

%he foowing %abe o.15 reveas the respondents view in reation to the statement that Hemae members mosty prefer to use Amway products when compared to maes. TABLE NO.1 FEMALE MEMBERS MOSTLY USE AMWAY PRODUCTS

Hemae

0trongy

members

agree DI

K5

D;.;>

D

 prefer to

Agree

eutra

$isagree

0trongy

%ota

::

1K

disagree D

1:;

1E.D>

11.

:.5>

1;;>

use Amway

 products &%'#-#'%A%& %abe o.15 inferred that D of the respondents agree that femae members mosty prefer to use Amway products D;> of the respondents strongy agrees that femae members mosty prefers Amway products.1E.D> of the respondents are neutra about this option.11. of respondents disagrees that femae members mosty prefer to use Amway products.:.5> of the respondents strongy disagrees this statement. #'0JF% &t is concuded that most D2 of the respondents agrees that femae members prefer to use Amway products when compared to mae.

CHILDREN LEVEL OF PREFERENCE IS VERY LOW

45

%he foowing %abe o.1I shows the respondents opinion with regard to chidren eve of preference towards Amway product is very ow.

TABLE NO.1 CHILDREN LEVEL OF PREFERENCE IS VERY LOW

@hidren

0trongy

eve of

agree KK

DD

DI.

:

 preferenc

Agree

eutra

$isagree

0trongy

%ota

D:

E

disagree D

1:;

:I.

I.

:.5>

1;;>

e is very ow

&%'#-#'%A%& %abe o.1I reveas that DI. of the respondents strongy agree that chidren preference for Amway products is ow. : of the respondents agree to it. :I. of the respondents are neutra about chidren preference.:.5> of the respondents strongy disagrees this statement. #'0JF% &t is concuded that most DI.2 of the respondents strongy agree that chidren eve of preference for Amway products is very ow.

AWARENESS IN RELATION TO ALL ASPECTS OF AMWAY PRODUCTS

46

%he foowing %abe o.1< reveas the opinion of respondents in reation to a respects towards Amway products.

TABLE NO.1 AWARENESS IN RELATION TO ALL ASPECTS OF AMWAY PRODUCTS

N( () R95(&'&9

Pr6&

es

K1

DK.1<

 o

D;

:5.;;

 ot sure

K9

K;.ED

47

AWARENESS

49 41 30

&%'#-#'%A%& %abe o.1< inferred that K;.ED> of the respondents are not sure that they are aware about a aspects reating to Amway products. DK.1 of the respondents says that they are fuy aware about a aspects reating to Amway products.:5> of the respondents says that they are not fuy aware. #'0JF% &t is concuded that most K;.ED>2 of the respondents are not sure about a aspects reating 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( () R95(&'&9

Pr6&

$istributors

D:

:I.I<

friends

5<

K eve of significance

RELATIONSHIP BETWEEN AGE OF THE RESPONDENTS AND THE RECOMMENDATION OF AMWAY PRODUCTS %abe o+ I determine the association between the age of the respondents and recommendation of Amway products to others. HYPOTHESIS

%here has been no significant reationship 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

.82

%inear"b("%inear   )ss ociation

.003

1

.959

* of +alid Cases

120

#'0JF%+

71

%abe o.I reveas the cacuated vaue of chi=s*uare as ;. eve of significance.

RELATIONSHIP BETWEEN EDUCATIONAL UALIFICATION AND SOURCE OF AWARENESS 'ducation improves the peope it heps in creating awareness regarding the Amway  product. %he foowing %abe o.< has reveaed the association existing between educationa *uaification of the respondents and their awareness about Amway products. HYPOTHESIS

%here has been no significant association between the educationa *uaification 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

%abe o.< reveas the computed vaue of chi=s*uare vaue as eve of significance. %hus there is no association between the educationa *uaification 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 foowing %abe o.E determines the association between the educationa *uaification and how ong they have been using Amway products. HYPOTHESIS

%here has been a significant reationship between the educationa *uaification 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/ .03

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 %abe o.E shows the computed vaue of chi=s*uare vaue as 1I.:1: at 9 degree of freedom which is greater than the tabe vaue of 1I.919 at 5> eve of significance. %hus there is a significant reationship between educationa *uaification 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 foowing %abe o.9 expains that educationa *uaification of the respondents may hep them to recommend the product to others. &t aso shows the reationship between educationa *uaification and recommendation of products to others. HYPOTHESIS

%here has been no significant reationship between educationa *uaification 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 %abe o.9 reveas the cacuated vaue of chi=s*uare as 1.59< at D degree of freedom which is ower than the tabe vaue of eve of significance. %hus there is no significant reationship between th at 5> eve of significance e educationa *uaification 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 beong may sometimes creates awareness of Amway products. %he foowing %abe o.1; reveas the association between occupation of the respondents and their source of awareness. HYPOTHESIS

%here has been no significant reationship 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

10.19

9

.337

%inear"b("%inear   )ss ociation

.40

1

.497

* of +alid Cases

120

earson C!i"#$uare %i&eli!ood 'atio

+alue 10.29a

#'0JF%

75

df  

Total 7

%he above %abe o.1; infers that the computed vaue of chi=s*uare vaue as 1;.:9I at 9 degree of freedom which is ower than the tabe vaue 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 foowing %abe o.11 reveas the reationship between the occupation of the respondents and how ong they have been using Amway products. HYPOTHESIS

%here is significant reationship 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 %abe o.11 inferred the computed vaue 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 foowing %abe o.1: shows the reationship between the occupation of the respondents and their recommendation of Amway products to others. HYPOTHESIS

%here has been no significant reationship 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 4.20a

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 %abe o.1: expains the computed vaue of chi=s*uare as K.:I; at D degree of  freedom which is ower than the tabe vaue of eve of significance. %hus there is no significant reationship 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 eement to determine the purchasing power and preference of the products. %he foowing %abe o.1D reationship between monthy income of the respondents and their source of awareness. HYPOTHESIS

%here has been no association between the monthy 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 %abe o.1D reveas that the cacuated vaue of chi=s*uare as 11. eve of significance. %hus there has been no significant reationship 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 foowing %abe o.1K reveas the association between the monthy income of the respondents and the period of usage. HYPOTHESIS

%here has been significant reationship between monthy 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 %abe o.1K reveas the computed vaue of chi=s*uare vaue as 19.K:E at 9 degree of freedom which is greater than the tabe vaue of 1I.919 at 5> eve of significance. %hus there has been significant reationship between monthy 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 foowing %abe o.15 shows the reationship between the monthy income of the respondents and their recommendation of Amway products to others. HYPOTHESIS

%here has been no significant reationship between the monthy 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 .05a

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

%abe o.15 inferred that the cacuated vaue of chi=s*uare as ;.;5I at 1 degree of freedom which is ower than the tabe vaue of eve of significance. %hus there has  been no association between monthy 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 foowing %abe o.1I reveas the reationship between residentia area of the respondent and their source of awareness with regard to Amway products. HYPOTHESIS

%here has been no significant reationship 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/ .82

df  

%i&eli!ood 'atio

.854

3

.837

%inear"b("%inear   )ss ociation

.52

1

.48

* of +alid Cas es

120

#'0JF%

81

Total 24

%abe o.1I shows the cacuated vaue of chi=s*uare as ;. eve of significance.

RELATIONSHIP BETWEEN THE RESIDENTIAL AREA OF THE RESPONDENTS AND THEIR PERIOD OF USAGE %he foowing %abe o.1< reveas the reationship between residentia area of the respondents and the period of usage. HYPOTHESIS

%here has been no significant reationship 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

2.49

3

.481

%inear"b("%inear   )ss ociation

1.43

1

.22

* of +alid Cas es

120

#'0JF%

82

Total

%abe o.1< expained that the computed vaue of chi=s*uare vaue has been 1. eve of significance.

RELATIONSHIP BETWEEN RESIDENTIAL AREA AND THEIR RECOMMENDATION OF PRODUCTS TO OTHERS %he foowing %abe o.1E reveaed the reationship between the residentia area of the respondents and their recommendation of Amway products to others. HYPOTHESIS

%here has been no significant reationship 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!ers 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

%abe o.1E expained that the computed vaue of chi=s*uare as ;.99K at 1 degree of freedom which is ower than the tabe vaue of D.E1K at 5> eve of significance. %hus there has  been no reationship 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$$ETION AND CONCLUION CHAPTER-V SUMMARY OF FINDINGS% SUGGESTIONS AND CONCLUSION %he foowing are important findings of the study (A 0tudy on customer satisfaction towards Amway products with a particuar preference to @oimbatore city)

SUMMARY OF FINDINGS  

-ercentage anaysis @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 femae.



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 famiies 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 fuy 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 beongs 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 strongy agree that Amway product is mosty preferred by high income group.



6ost D2 of the respondents agree that femae members prefer to use Amway  products when compared to mae. 86



6ost DI.2 of the respondents strongy agree that chidren 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 costy.



6aCority 5;>2 of the respondents is satisfied with the brand and 1 of the respondents are highy dissatisfied with high price of Amway products.

87

CHI-SUARE ANALYSIS ANALYSIS %here has been no significant reationship 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 *uaification and their source of awareness 'ducationa *uaification and their period of usage 'ducationa *uaification 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 reationship between  

&ncome eve of the respondents and their period of usage #esidentia area of the respondents and their period of usage

88

SUGGESTIONS

%he foowing 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 foowing aspects which are presented as suggestions.  

%he products shoud be cheap. %he home deivery system ta3es at east two days to deiver the products so the deivery



shoud be instant 6aCority of the respondents suggested that the price of o f Amway Amway products is considered to  be higher. ence steps coud be ta3en by the companies to reduce the prices so that many



woud get benefited. %here must be mutipe options for purchasing the products p roducts for consumers i3e onine,



retai shops and instant purchasing. &n every city, the Amway office shoud be situated in such a ocation so that it is in reach



of a consumers. 0ampe pac3s shoud be used because customer must have to introduce the product to themseves. nce customer gets an idea about the product he comes to 3now the



advantages of products. 6aCority of the respondents are femae, it shoud concentrate concen trate more on mae products. 0teps shoud be ta3en to grab the attention of chidren 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 sein seing g company company in the the word word.. % h e p r o d u c t s o f Amway are word cass product *uaity. %hey are made up of natura a thing thats thats why they are good for heath and environment. Amway covers a wide range of products from beauty care. eath care, to cothing, and daiy use products etc. the products are costy as compared to other branded products avaiabe in mar3et but if we compare the the *uantity whie whie using the  products re*uire ess amount and thus can be used for onger time. %he deveopment in the fied of science and technoogy accompanied by updated media in very *uic3 in creating awareness about ab out the changes in a fieds incuding persona and heath care products amongst the consumers. As a resut the consumers do not mind giving up their od  products and ta3ing up a new product. %oday %oday there is no consumer who is a save for any  product. %he number of brands avaiabe is aso increasing, in its pace of od products consumer  prefers to use new branded products i3e Amway. Amway.

(C($5&! 9+(#0' +4  6r)#0 76+ (4r + '!&$i6 6#9($r *+4i(#r &' 6($ (# 7i+  &7 5r('#69 r #5' i9 i9i&3 ( * $(r 9#6699)#0>.

=T+ 9#'! (& 6#9($r 9i9)6i(& (7r'9 A$7! 5r('#69> has reveaed 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 shoud be reasonabe and moreover it must be affordabe to buy its  products by a consumers. &f Amway Amway products are sod at the roc3 bottom prices then choosing of Amway products reay ma3e sense

90

"I"LIO$RAPHY 91

BIBLIOGRAPHY

JOURNAL    

&ndian ourna of 6ar3eting &ndian ourna of -roduct and 6anagement 0&[email protected] 6anagement review A6AG#A6

WEBSITES

www.googe.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' PROFEIONAL 7. OCCUPATION A' TUDENT "' "UINE 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. REIDENTIAL 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

DIA$R EE

FULLY AWARE A"OUT AMWAY PRODUCT AMWAY PRODUCT I UNI/UE WHEN COMPARED TO OTHER PRODUCT AMWAY PRODUCT I HI$HLY PREFERRED WHEN COMPARED TO OTHER PRODUCT AMWAY PRODUCT ARE RECOMMENED TO OTHER DITRI"UTION OF PRODUCT WILL "E TA#EN UP IF OFFERED AMWAY PRODUCT WILL "E UED FOR LIFE AMWAY PRODUCT I MOTLY PREFERRED "Y HI$H INCOME $ROUP FEMALE MEM"ER PREFER TO UE AMWAY PRODUCT WHEN COMED TO MALE CHILDREN LEVEL OF PREFERENCE FOR AMWAY PRODUCT I VERY LOW

20. ARE YOU AWARE A"OUT ALL APECT RELATIN$ TO AMWAY PRODUCT A' YE "' NO C' NOT URE 21. OURCE OF AWARENE A' DITRI"UTOR "' FRIEND C' RELATIVE D' ADVERTIEMENT

94

TRON$L  Y DIA$RE E

22. HOW LON$ HAVE YOU "EEN UIN$ 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 CHOOIN$ AMWAY PRODUCT CRITERIA

RANK

 

PRICE PAC#IN$ IN$REDIENT ECO-FRIENDLY DITRI"UTOR ERVICE "RAND IMA$E

24. RAN# THE AMWAY PRODUCT ACCORDIN$ TO YOUR CHOICE AND PREFERENCE PRODUCTS

RANK

PERONAL CARE ORAL CARE "EAUTY CARE HEALTH CARE HOME CARE

95

 

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