A PROJECT REPORT

ON
I.T.C. LIMITED

BY

VIRAJ VIJAY PISAL

(BBA SEM V) (2016 2017)

IN PARTIAL FULFILLMENT OF
Bachelor of Business Administration
SAVITRIBAI UNIVERSITY OF PUNE

MITSOM College
PUNE: 411038

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 CERTIFICATE

This is to certify that Mr. Viraj Pisal of MAEERs MITSOM College has successfully

completed the project work titled I.T.C. Limited in partial fulfillment of requirement for the

award of Bachelor of Business Administration prescribed by the University of Pune

This project is the record of authentic work carried out during the academic year

2016 2017.

Mrs. Dhanashree Deshmukh Ghate Dr. R.M.Chitnis

Subject Teacher Principal

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 DECLARATION

I, Mr. Viraj Pisal hereby declare that this project is the record of authentic work carried out by

me during the academic year 2016 2017 and has not been submitted to any other University

or Institute towards the award of any degree.

Viraj Pisal

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 ACKNOWLEDGEMENT

I would like to thank the project guide Mrs. Dhanashree Deshmukh Ghate for encouraging
throughout the project and course duration. It is great pleasure for me to acknowledge the
assistance and contributions of our Principle Dr. R.M. Chitnis, for his prompt and timely help
in the official clearances and valuable suggestions during the development of this project.

I am thankful for the constant encouragement given by my project guide and rest of the
faculties and other staff of my department.

I also owe my thanks to non-teaching staff whose unfailing invaluable help from time to time
made the completion of this project a reality and thanks to all those whom I have not been
able to thanks individually

Last but not least, we express my heartiest gratitude to our Parents for their love and
blessings to complete the project successfully.

Viraj Pisal

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 ABSTRACT

In this project a small research was made on I.T.C Limited brand products and services.

The purpose of study is to know customer behaviour about I.T.C. brand products.

The study includes the products quality, variety, pricing, availability, services of product and
more.

The primary method used is the questionnaire method.

The sample size of the project is 50 in this project.

The results suggest that the company is working very well in there marketing activities which
can be seen through the respondents awareness about I.T.C. products and services, hence this
should be kept an on going process to be successful in there future period.

The main tool used for the research is the Survey and the Questionnaire method for this
project.

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 INDEX
SR NO TITLE PAGE
NO.

1 INTRODUCTION TO RESEARCH METHODOLOGY 8-9

Theoretical background
Research Process
Research methodology

2 Objective Of The Project 9

3 Research Process 10-11

4 Research Design 11-12

Research Problem
Data Analysis
Hypothesis
Objective & Scope Of project

5 Project Design 13-14

Sources Of Data
6 Analysis of the data and findings:- 15-23

7 Limitations of the Project 24

8 Conclusion 25

9 Recommendation 25

10 Questionnaire 26-27

11 Bibliography 28

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Sr LIST OF CHARTS AND FIGURES: Pg
No. No.

1 Brand Awareness 15

2 16
CUSTOMER VIEW WHEN THEY PURCHASE THE PRODUCT

3 Product Quality 17

4 Product Priceing 18

5 Product Avialibility 19

6 20
Brand Comparison

7 Food Product 21

8 Like To Switch Brand 22

9 Remember Any advertisement 23

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 INTRODUCTION TO RESEARCH METHODOLOGY

The term research refers to search for facts. It is an extensive and careful investigation of a
given phenomenon with the specific goal for enhancing ones knowledge level. In short,
through scientific and scholarly analysis it conveys sense of deep and purposeful study.

The methodology spells the meaning itself i.e. method users by the research in obtaining
information.
Research can also be termed as the field of practical and scientific study, where, in order to
better administer the business, the company obtain data and analyses it. Research includes
financial data, consumer feedback and competitive analysis. The companies where the
executives and managers apply research method are able to understand their business better,
the position it holds in the market and various ways of enhancing that position.
Research is a practical activity intended to find out things about business matters in the
systematic and logical way. The idea is to advance knowledge and help manager solve
business problems by providing reliable and consistent measure.

Meaning of research:
The term research has been viewed with mystique by many people. It is seen to be the
preserve of academicians and professional elite. In most peoples ,, the word research
conjures up the image of a scholar, laboratory work, university or other academic setting.
But research is simply the process of asking questions and answering them by survey or
experiment in an organized way. It should not be confined to academicians alone. Every
thinking person has the capacity and should do research. The fundamental requirement for
research is an enquiring mind in order to recognize that there are questions that need answers.
The quest for knowledge then is the basic idea behind research.

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 Definitation of research:
Research is the systematic and objective analysis and recording of controlled observations
that may lead to development of generalization, principles or theories resulting in prediction
and perhaps ultimate control of events

Characteristics of good research

Empirical - based on observations and experimentation on theories.

Systematic - follows orderly and sequential procedure.

Controlled - all variables except those that are tested/experimented upon are kept
constant.

Employs hypothesis - guides the investigation process

Analytical - There is critical analysis of all data used so that there is no error in their
interpretation

Objective, Unbiased, & Logical - all findings are logically based on empirical

Answers all type of questions

Methodical

Objectives of Research

Development of Knowledge:
Scientific Study of Business Life:
Clarification of Facts:
Improvement in Quality of Business Life
Business Control and Prediction:
Investigation and Verification

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Research Process:

Selecting the research area: You are expected to state that you have selected the
research area due to professional and personal interests in the area and this statement
must be true.

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 Formulating research aim: objectives and research questions or developing
hypotheses. The choice between the formulation of research questions and the
development of hypotheses depends on your research approach as it is discussed
further below in more details. Appropriate research aims and objectives or hypotheses
usually result from several attempts and revisions and these need to be mentioned in
Methodology chapter. It is critically important to get your research questions or
hypotheses confirmed by your supervisor before moving forward with the work.

Conducting the literature review: It can be mentioned that the literature has proved to
be the longest stage in the research process and that you have utilized a wide range of
secondary data sources such as books, newspapers, magazines, journals, online
articles etc.

Selecting methods of data collection: Specific data collection method(s) need to be

selected on the basis of critically analyzing advantages and disadvantages associated
with several alternative data collection methods. In studies involving primary data
collection, in-depth discussions of advantages and disadvantages of selected primary
data collection method(s) need to be included in methodology.

Collecting the primary data: Primary data collection needs to be preceded by a great
level of preparation and pilot data collection may be required in case of
questionnaires. Primary data collection is not a compulsory stage for all dissertations
and you will skip this stage if you are conducting a desk-based research.

Data analysis: Analysis of data plays an important role in the achievement of research
aim and objectives. Data analysis methods vary between secondary and primary
studies, as well as, between qualitative and quantitative studies. Data analysis is
discussed in Chapter 6 in great details.

Reaching conclusions: Conclusions relate to the level of achievement of research aims

and objectives. In this final part of your dissertation you will have to justify why you
think that research aims and objectives have been achieved.

Completing the research: Following all of the stages described above, and organizing
separate chapters into one file leads to the completion of the first draft. The first draft
of your dissertation needs to be prepared at least one month before the submission

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 deadline. This is because you will need to have sufficient amount of time to address
feedback of your supervisor.

Research Design
A research design is a framework or blueprint for conducting the research project. It details
the procedures necessary for obtaining the information needed to structure or solve research
problems. The research design is a comprehensive master plan of the research study to be
undertaken, giving a general statement of the methods to be used.

Research Problem

Formulating the research problem begins during the first steps of the scientific process.

As an example, a literature review and a study of previous experiments, and research, might
throw up some vague areas of interest. A scientist may even review a successful experiment,
disagree with the results, the tests used, or the methodology, and decide to refine the research
process, retesting the hypothesis. This is called the conceptual definition, and is an overall
view of the problem. A science report will generally begin with an overview of the previous
research and real-world observations. The researcher will then state how this led to defining a
research problem.

DATA ANALYSIS
Analysis of data is a process of inspecting, cleaning, transforming, and model data with the
goal of discovering useful information, suggesting conclusions, and supporting decision-
making. Data analysis has multiple facets and approaches, encompassing diverse techniques
under a variety of names, in different business, science, and social science domains.

Hypothesis
A hypothesis is a proposed explanation for a phenomenon. For a hypothesis to be a scientific
hypothesis, the scientific method requires that one can test it. Scientists generally base
scientific hypotheses on previous observations that cannot satisfactorily be explained with the
available scientific theories. Even though the words "hypothesis" and "theory" are often used

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synonymously, a scientific hypothesis is not the same as a scientific theory. A working
hypothesis is a provisionally accepted hypothesis proposed for further research.

Objective of the project

1. To study the respondents satisfaction towards the I.T.C Brand Products.

2. To know what kind of products are generally used by the customers.
3. To find out the services of I.T.C. limited towards its customers.
4. To find out the facilities offered by the I.T.C. Products and Services are
acceptable by the customers.

Scope of the topic

To have detail study and analysis about the I.T.C. limited recognition in the
market. And also to know what core value it is able to put in the minds of the
people and also which makes it different in the competition with other companies.
Also the factor what all changes are required to be done in the organization for its
uplift in market and capture more amount of customers in the market.

PROJECT DESIGN
Methods used
In the following project, both primary and secondary data tools have been used.
1) The primary data tool that has been used is the QUESTIONNAIRE method of collecting
information.
2) The secondary data tools that have been used are reference books, internet.

Sample Size - 50
Sample Area Kothrud, Mahatma society, Pune.
Sampling Method - Simple random sampling.

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 SOURCES OF DATA

Primary Data-
The task of data collection begins after a research problem has been defined and research
design / plan chalked out. While deciding about the method of data collection to be used for
the study, the researcher should keep in mind two types of data viz., primary and secondary.
The primary data are those which are collected afresh and for the first time, and thus happen
to be original in character.
Data collected by the investigator for his own purpose, for the first time, from beginning to
end, is called primary data. It is collected from the source of origin. In the words of Weasel
"Data originally collected in the process investigation are known as primary data. Primary
data are original. The concerned investigator is the first person to collect this information.
The primary data are therefore, first-hand information.

TYPES OF PRIMARY DATA-

Interview
Questionnaire
Schedules
Observation
Experimentation

Secondary Data-
Secondary data is data collected by other person except the researcher. Common sources of
secondary data for social science include censuses, organizational records, and data collected
through qualitative methodologies or qualitative research. The investigator conducting the
research, by contrast, collects primary data. Secondary data analysis saves time that would
otherwise be spent collecting data and, particularly in the case of quantitative data, provides
larger and higher-quality databases that would be unfeasible for any individual researcher to
collect on their own. In addition, analysts of social and economic change consider secondary
data essential, since it is impossible to conduct a new survey that can adequately capture past
change and/or developments. Secondary data may either be published data or unpublished
data.
TYPES OF SECONDARY DATA-

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Internal methods-
Sales analysis
Invoice analysis
Financial data
Transportation data
Storage data
Secondary methods-
Libraries
Literature
Periodicals
References and bibliography
Census and registration data
Trade associations
Government departments
Private sources

Analysis of the data and findings:-

Brand Awareness

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 Awareness

10%

YES NO

90%

From the above survey we observe that the maximum numbers of respondents which
are 45 of 50 (90%) aware about I.T.C. Brands, while other 5 of 50 (10%) are not aware
about I.T.C. brands.

CUSTOMER VIEW WHEN THEY PURCHASE THE

PRODUCT

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 Purchase

22%

36%

Food Personal care Lifestyle Education & Stationary

16%

26%

From the above survey we observe that the maximum numbers of respondents who
purchase food products of I.T.C. is 36%, personal products is 26%, education and
stationary is 22% and lifestyle is 16%.

Product Quality

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 Quality

2%

26%
Bad
40% Good
Average
Exellent

32%

About products quality out of 50 respondents, 40% said products are excellent while
2% said bad, while 32% average and 26% said good.

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 Product Pricing

Price

4%

Very Low
36% Very High
Average Not High Not Low

60%

60% of respondent said price are affordable, 36% thinks they are high while 4% say
price are very low of the products of I.T.C. from 50 respondents.

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 Product Availability

Availibility

3%

23%

Easily Avalible
Not Easily Avalible
Not Avalible

74%

74% respondent said product is easily available in market area, product is not available
to 3% respondents and 23% said product is not easily avilabale.

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 Brand Comparison

Comparison

32%
34%
P&G
Hindustan Uniliver
Both or Other

34%

I.T.C is associated with P&G and Hindustan Uniliver by 34% each respondents, and
32% respondants say with both and other companies.

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 Food Product

Food

11%

Good To Health
38%
Ready To Eat
22% Tasty/Fun To Eat
Junk To Eat

29%

From above 38% think good to health, 29% say its ready to eat, 22% think fun to eat
while 22% think its a junk food.

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 Like To Switch Brand

Switch Brand

33%
Yes
No

67%

Of 50 respondent 40(67%) would switch brand if they find better then this in
promotion, and 20(33%) said no for switching it to other.

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 Remember Any advertisement

advertisement

34%
Yes
No

66%

Out of 50 respondents 33(66%) remembered the advertisement and 17(34%) dont

remember it.

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 Limitations of the Project
Research work was carried out in kothrud only. The findings may not be applicable to
other parts of the country because of social and cultural differences.
The sample size for the survey is small i.e. only 50 which does not give out accurate
and appropriate results. So a proper generalisation cannot be made.
The sample was collected using random sampling techniques. As such result may not
give exact representation of the population.
Short of time is also a reason.
The views of the people are biased so it may affect in report.
Some respondants were confused as to what exactly they wanted to opinionate and
hence no one gave any suggestions or feedback.

It is very difficult to control the administration of the exercise. It is possible

that the questionnaire is not filled by the intended individual and delegated to
someone else.
Questionnaire is a onetime data collection process. Once the respondent has
given the answers, it is often difficult for him/her to give a fresh perspective.
There is no assurance that the responses are appropriate.

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 Conclusion
The following information is gathered:
A huge number of respondent use I.T.C products.

Mostly people are aware of I.T.C. brands.

From the above survey it is seen that, product and services by I.T.C. is good to their
customers.
Almost many respondents are satisfied by I.T.C.
Many of them are fine with the pricing and quality of I.T.C products and services.

Recommendation

Continuous innovation and development is a key to maintain dominance in such an

aggressive environment.
Should concentrate on promotion of the products to compete with other companies in
market.
Enhance the wealth generating capability of the enterprise in a globalising
environment, delivering superior and sustainable stakeholder value.
Open there only retail stores in market for awareness.

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 Questionnaire
ITC Limited
Details:
NAME:_________________________
AGE:____________
Occupation:________________

Instructions: All Information given will be kept strictly confidential, and will be used for
research purpose only.
1. Are you aware of ITC Brands?
YES
NO
2. Where did you came to know about ITC?
Friend
Family
Advertisement
Other
3. What comes first to your mind when you here the ITC Brand?
FOODS _______
LIFESTYLE _________
PERSONAL CARE _________
EDUCATION & STATIONARY
SAFTY MATCHES & AGARBATTIES
ITC HOTELS
AGRI BUSINESS

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4. Which products of ITC you frequenty purchase?
FOOD
PERSONAL CARE
LIFESTYLE
EDUCATION & STATIONARY
5. How is the quality of the ITC products?
Bad
Good
Average
Excellent
6. How are the price of ITC products?
Very low
Very high
Average not low not high
7. How is the availability of ITC product?
Easily available
Not easily available
Not available
8. Rank the following food products of ITC?
(Rank from 1to5 5-most preferred & 1-least preferred)
PRODUCT\RANK 1 2 3 4 5
SUNFEAST
AASHIRVAAD
BINGO!
KITCHENS OF INDIA
B NATURAL
MINT-O

9. With what brand would you associate the ITC brand?

P&G
HINDUSTAN UNILIVER
10. How do you perceive ITC Food Products?
GOOD TO HEALTH
READY TO EAT
TASTY/FUN TO EAT
JUNK FOOD
11. If you are using ITC brand would you like to switch your brand preference if you get
some promotional scheme with other brand?
YES
NO
12. Do you remember any television advertisement of ITC brand product?
YES

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 NO
13. Any suggestions for improvement in specific ITC product?

State your suggestions_______________________

Bibliography
www.itcportal.com

https://en.wikipedia.org/wiki/ITC_(company)

Research methodology
Thakur publishers
By- Dr. Khandre Sheetal Arun & Abhijeet Chavan

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