Professional Documents
Culture Documents
Page No.
1. Introduction
1.1. Rise of consumer awareness
1.2. Objectives of the Study
1.3. Meaning of consumer awareness
1.4. Forms of consumer Exploitations
1-2
3-3
4-5
3.1. Introduction
3.2. Administrative Measures
3.3. Technical Measures
3.4. Legislative Measures
6-6
7-8
9-14
15-15
BIBLIOGRAPHY
APPENDIX
1.
INTRODUCTION
1.1. Rise of Consumer Awareness
In the globalization, liberalization and privatization era, most of the economic decisions are
taken by the market. Though, the government has withdrawn itself from many economic activities, it
interferes very often when the market mechanism fails due to structural rigidities in the economy and other
factors, to provide goods and services to the people. Consumption is one of the important economic
activities, which requires regular government intervention, as market is unable to promote security and
welfare aspects of the consumers. On the other hand, consumers has to be aware not only of the commercial
aspects of sale and purchase of goods but also of the health and security aspect also. Besides this, they
should be aware of their rights and duties being as rational human beings.
Though, the first consumer movement began in England after the Second World War, a
modern declaration about the consumers rights was first made in USA in the year 1962, where four basic
consumer rights i.e. choice, information, safety and right to be heard were recognized. Ralph Nadar, a
consumer activist is considered as the father of Consumer Movement. 15th March is now celebrated as
the World Consumer Rights Day. The U.N.O. also adopted in the year 1985, certain guidelines to achieve
the objectives of maintaining protection for consumers and to establish high level ethical conduct for those
engaged in production and distribution of goods and services. In India, 24th December is celebrated as
Consumers Day every year.
2.
Some of the common ways by which the consumers are exploited by the business community are as
Follows:
a) Underweight and under-measurement
b) Sub-standard quality
c) High prices
d) Duplicate articles
e) Adulteration and impurity
f) Lack of safety devices
g) Artificial scarcity
h) False and incomplete information
i) Unsatisfactory after sale services
j) Rough behaviour
Right to safety
Right to choose
Right to seek redressal
Right to consumer education
Right to be heard
Right to be informed.
3.
2.2. Duties of the Consumers
In order to secure rights, the consumers have to fulfill the following duties:
a) While purchasing goods, consumers should look at the quality of the products as well as
on the warranty of the product.
b) They should ask for Cash Memo for the item purchased.
Administrative measures
b)
Technical measures
c)
Legislative measures
4.
The Bureau of Indian Standards, earlier known as the Indian Standards
Institution(ISI), whose headquarter is located at Delhi, has the responsibility of lying down the standards for
industrial and consumer goods on a scientific basis and certifying the goods that meet the standards and the
prescribed quality.
The Agmark is implemented under the Agricultural Produce(Grading and
Marketing) Act of 1937, as amended in 1986. This scheme is run by the Directorate of Marketing and
Intelligence(DMI) in the Ministry of Agriculture, Government of India. Products such honey, masala etc,
carry such marks.
At international level, an institution called International Organization for
Standardization(ISI), established in 1947 locate at Geneva, serves to provide such a common reference
standard. All the international Companies, goods produced by them, and institutions are certified as ISO
6000, ISO 14000 etc.
For setting international food standards, there is a similar body called Codex Alimentaries
Commission(CAC). This was formed in 1963 by the Food and Agricultural Organization(FAO) and
World Health Organization(WHO), located at Rome, Italy. It develops food standards, guidelines and
codes for production and international trade in food products like milk, fish etc.
5.
CONSUMER PROTECTION ACT OF 1986 AND CASE
STUDIES
4.1. Consumer Protection Act of 1986
The industrial revolution and the development in the international trade and commerce
has led to the vast expansion of business and trade, as a result of which variety of consumer goods have
appeared in the market to cater the needs of the consumers and a host of services have been made available
to the consumers like insurance, transport etc. The advertisement of goods and services in T.V and other
media influence the demand of same by the consumers, though there may be manufacturing defects or
shortcomings in quality and purity of products or deficiency in services rendered. In spite of various
provisions made providing protection to the consumers against adulterated and sub-standard articles in
different enactments like Code of Civil Procedure, 1908, MRTP ACT, 1969, IPC, 1960 etc., very little
could be achieved in the field of consumer protection.
In order to provide for the better protection of the interest of the consumers, Consumer
Protection Bill 1986 was introduced in Lok Sabha in 5th December 1986. The Bill was passed by both
Houses of Parliament and got the assent of the President on 24 December 1986, popularly known as the
Consumer Protection Act of 1986.
The Act of 1986, seeks to provide better protection to the interests of the consumers and
for the purpose that there is Consumer Councils and other authorities for the settlement of consumer
disputes and for matter connected therewith. To provide quick redressal of consumer disputes, a quasijudicial institution is set up at all the three levels. These bodies have been empowered to give relief of a
specific nature and to award, wherever appropriate, compensation to the consumers. Penalties of noncompliance of the orders given by the quasi-judicial bodies have also been provided.
6.
5.2. Sampling Technique Used
Total number of households selected for the project is 80. These household has been selected
by sampling method. There are two statistical enquiry methods:
a) Census Method
b) Sampling Method
Census method is that method is that method in which data are collected covering every item
of the universe or population relating to problem under investigation. Sampling method is that method in
which data are collected about samples or a group of items taken from the population. There are different
types of sampling techniques such as: random sampling, quota sampling, stratified sampling, deliberate
sampling etc. But for the project concerned deliberate sampling method is used. This is also called judgment
sampling. According to this method, for selecting a sample no specific procedure is used, rather the
investigator, according to his own desire selects those households which represent the universe fully.
Percentage:
Gt-Gt-1
Percentage increase/decrease=
_________
X 100
Gt-1
Gt= Value of the Variable in time period t
Gt-1= Value of the Variable in time period t-1
Arithmetic Average(Mean):
Sum of all the values of different items in the series
Arithmetic Mean= ____________________________________________
Total number of items
=
X1+ X2++Xn
_____________________________
N
= Xi
i = 1, 2, 3.n
i=1
Besides mean and percentage, different types of diagrams like bar diagram, pie-diagram etc. has been
used to represent data in a simple and systematic manner.
7.
Pie Diagram:
Pie diagram is a circle divided into various segments showing the values of a series.
Degree measure of an item= % value of an item X 3.60
The study is based on primary data, collected by the Students 11th Commerce,
K.V.No.2, CRPF, Campus ,BBSR. Each Student of the Class interviewed two consumers, one representing
his/her father/mother and the other representing his neighbor. The study area of the project is limited to
Bhubaneswar city only. The sample size of the project is 80 only. So, the sample of the project is very small.
Since the study is limited to Bhubaneswar city only, all the respondents are of urban background.
8.
Table No. 1
Sex-wise Family Members of the Households
Sex(M/F)
Male
Female
Total
Family Members
200
220
420
Table No.2
Occupational Status of the Head of Households
Occupation
Services
Big Business
Small Business
Total
No. of Households
68
02
10
80
Percentage(%)
85
2.5
12.5
100
Table No. 3
Educational Level of Head of families
Qualification
Illiterate
Primary
Secondary
Tertiary
Total
No. of Households
02
13
10
55
80
Percentage(%)
2.5
16.25
12.5
68.75
100
Table No.4
Educational Status of Family Members
Qualifications
Illiterate
Primary
Secondary
Tertiary
Total
No. of Persons
10
30
170
190
400
Percentage(%)
2.5
7.5
42.5
47.5
100
Table No.5
Income Level of the Households
Income level
Below 5000(Low)
5000-20000(Medium)
20000-and above(High)
Total
No. of Households
10
60
10
80
Percentage(%)
12.5
75
12.5
100
9.
b) Diagrammatic Presentation of Data
Different type of diagrams are used to represent the data. Diagram No. 1, a Bar Diagram
represents sex-wise family members of the households. Diagram No.2, a Pie Chart represents occupational
structure of the head of the households. Diagram No.3 and 4 are the Pie Charts represents income level of
head of households and educational status of head of households respectively. Diagram No.5 and 6 are the
Bar diagrams represents educational status of whole family and income level of head of households.
Diagram No.1
Sex-wise Family Members
Diagram No.2
Occupation Structure
Diagram No.3
Income Level of Head of Households
Diagram No. 4
Educational Status of Head of Households
10.
Table No.5
Educational status whole family
Table No.6
Income of head of Households
No. of Households
30
22
12
06
08
80
Percentage(%)
37.5
27.5
15
7.5
10
100
Table No.7
Source of influence on the Purchase of different Brand of Toothpaste
Sources
TV
Newspaper
Magazine
Others
Total
No. of Households
56
06
10
08
80
Percentage(%)
70
7.5
12.5
10
100
11.
Table No. 8
Different aspects of Consumer Awareness
Yes
No
65(81.25%)
15
Consumer Awareness
Knowledge about Certified
Products
Check MRP, Expiry and
Manufacturing date
Knowledge about Fair Price Shop
Check ingredients used
Knowledge about Consumer
Courts
Ever gone to Consumer Court
Insist cash Memo for Consumable
68(85%)
08
60(75%)
35(43.75%)
77(96.25%)
20
45
03
10(12.5%)
57(71.25%)
70
23
goods purchased
From table No.6, it is evident that highest percentage of families i.e. 37.5% prefer
Close-up
followed by Colgate with 27.5%. Income and occupation factor did not influence the purchase or
consumption of toothpaste of Close-up or Colgate. However, in case of lower income group, out of 10, 6
families use either Anchor or Promise and they prefer to it as it cost less than other brand of toothpastes. On
the other hand, quality of product is important for high and medium income group, using Close-up and
Colgate. Besides, quality of product and price, choice of children also taken into account while using the
Colgate or Close-up for about 20% of the households. Majority people come to know about the product
through advertisement on TV, followed by magazine, newspaper and other agencies as evident from Table
No.7.
Table No.8 depicts different aspects of consumer awareness i.e. about standardization, MRP,
date of manufacturing and expiry, knowledge about Consumer Courts, rights and duties of the consumers
etc. Out of total families, 81.25% of families check MRP, date of manufacturing and expiry. However,
56.25% of people interviewed, check the ingredients used in the product. As far as Consumer Court is
concerned, majority of them (96.25%) have knowledge about it but only 10 out of total respondents have
gone to the Consumer Court to redress their problems on different occasions.. Lastly, it is clear from Table
No. 8 that majority of households(71.25%) surveyed, insist for Cash Memo at the time of purchase.
However, it is limited to non-consumable durable items and some consumable items when large quantity is
purchased.
b) Diagrammatic Presentation of Data
Use of different brand of toothpaste used by the surveyed households depicted in
Diagram No.7 and source of influence on the purchase of different brand of toothpaste is depicted in
Diagram No.8. in the form of a Pie-Chart.
Diagram No. 7
Diagram No.8
Use of different Brand of toothpaste
Source of influence on different
Brand of Toothpaste
12.
SUMMARY AND CONCLUSION
6.
The objective of this project is to assess the people of different class in the society about
different aspects of consumer awareness viz., price and quality of products used by them, about Fair Price
Shop, standardization of products, about Consumer Forum, about their Rights and Duties etc. Consumers
will lead a happy, healthy and prosper life if they fully aware about the above mentioned aspects.
For the project report, total number head of households interviewed is 80 and all belong to
urban area. Out of total head of family interviewed, 78 are literate whereas only 2 are illiterate. All belong
to different income group i.e. high, medium and low income group. However, majority of them belong to
medium income group(75%). Again, on the basis of occupation, 85% of respondents are government
servants whereas other are businessmen.
Close-up is the most preferred brand(37.5%) of toothpaste followed by Colgate(27.5%)
among the surveyed households. Households from medium and high income group prefer respective brand
of toothpaste taking into account the quality of the product and wishes of their children also. On the other
hand, for the low income group, the most important factor that determines the use of toothpaste is the price
of the product. Again, majority of respondent(70%) are influenced by the advertisement about the product
and the important media is Television.
As far as consumer awareness is concerned, majority of respondents have knowledge about
certified products, check MRP, date of manufacturing and expiry at the time of purchase. However majority
of them do not check about the ingredients used in the product. On the other hand, majority of them have the
knowledge of Consumer Courts, but out of total respondents only 10 have ever gone to the Consumer
Courts for complaining about different commodities they purchased and consumed. Lastly, it is evident
from the study that, majority of them insist for Cash Memo at the time of purchase, but, it is limited to
consumer durable goods and for consumer non-durable goods when large quantities of goods is purchased.
To conclude, people are concerned about different aspects of consumer awareness i.e. their rights and
duties, certified products, MRP, date of manufacturing and expiry of the products they used, Consumer
Courts etc as far as urban area is concerned.
Educational implications of the study is that every students as well as parents should
be aware about different aspects of different commodities they consume in day-to-day life. They should
have knowledge about certified products, Check MRP, date of manufacturing, and expiry at the time of
purchase of a commodity. They must have awareness about their rights and duties. This project report will
give a preliminary idea about survey work to the students. Lastly, students will get an idea about how
statistical techniques can be used in different socio-economic problems.
BIBILIOGRAPHY
Bibliography
1. Prof. S.P. Gupta, Statistical Methods, S.Chand and Company Ltd, 1994, New Delhi.
2. S.Mishra and V.K.Puri, Indian Economy, Himalaya Publishing House, Mumbai,2000
13.
4. Ruddar Dutt and K.P.M. Sundharam, Indian Economy, S. Chand and Company Ltd., 1994.
5. Statistics for Economics, Textbook for Class XI, NCERT, New Delhi, 2005.
6. Indian Economic Development, Textbook for Class XI, NCERT, New Delhi,2005.
7. The Consumer Protection Act 1986, the Law House, New Delhi.
8. Contemporary India, A Social Science Textbook for Class X, NCERT, New Delhi,2003.
9. Economic Survey, Directorate of Economics and Statistics, Planning and Co-ordination
APPENDIX
A. Questionnaire
1. Name of the head of family:__________________________
Education:________ Occupation:_______
Age:_________ Sex(M/F):_______
2. Residential Address:_____________________________________________
_____________________________________________
3. Age (In years)
No. of Persons
________________________
Male Female
Total
________________________________________________________
Below 5
5-14
15-64
65 and above
_________________________________________________________
Total:
4. Level of Education
No. Of Persons
________________________________________________________
Illiterate
Primary
Secondary
Graduation
Others
__________________________________________________________
Total
5. Monthly Income
( In Rs/-)
_________________________________________________________
Up to 1000
1000-5000
5000-20000
20000-50000
50000 and above
__________________________________________________________
14.
6. What do you use to clean your teeth ?
Toothpaste_____ Tooth Powder_____ Any Other______
7. Which brand of toothpaste do you use regularly ?
Aquafresh___ Cibaka____ Anchor_______
Close-up____Promise_____Pepsodent_____
Oral B_____ Furhans_____Any Other____
8. The price for 100 gram pack of the toothpaste (used by them).
Price_______(actual)
Price________(approx.)
Do not know______.
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
Yes/No
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