A

Summer Training Project Report

On
CUSTOMER PERCEPTION ON BEVERAGES

SUBMITTED IN PARTIAL FULFILLMENT OF THE

DEGREE OF
“BACHELOR’S OF BUSINESS ADMINISTRATION”.
IN
UNIVERSITY OF JAMMU
Submitted by

NALIN SHARMA
ROLL NO.
BBA (2016 - 2019)

Under The Supervision of

COMPANY CERTIFICATE
 ACKNOWLEDGEMENT

I express my sincere thanks to IMPACT COMMUNICATION and my

company project guide _______________________, for guiding me right from
the inception till the successful completion of the project. I sincerely
acknowledge him for extending their valuable guidance, support for literature,
critical reviews of project and the report and above all the moral support he had
provided to me with all stages of this project.

I would like to give special thanks to my project guide __________________

for giving me support throughout the tenure of my project.
CERTIFICATE OF ORIGINALITY
 EXECUTIVE SUMMARY

The project titled “STUDY ON CUSTOMER SATISFACTION TOWARDS NESTLE

MAGGI” was done at Impact Communication.

Summer internship is known to be a student’s first brush with cooperate world. This is the time for the
students to put words and theories into action. This opportunity to integrate classroom learning with real life
situation. While doing the project students are placed under the guidance of a manager who serves as a
mentor.

This project report deals with Satisfaction of customers towards channels of distribution.

Using the questionnaire for customers.

The objectives of this topic are-

.To understand various problems faced by retailers of Nestle product.

.To analyze complaints of customers towards products and services of Nestle

.To identify customer’s satisfaction level towards Nestle products and services.

.To develop effective solution to the problems faced by customers.

The project is carried out depending on the various data which are obtained from both primary source (direct
interview with retailers) and the secondary sources (the website of the company, books, and print media).

Satisfaction is an outcome of a product related experience and this question reflects the overall opinion of a
consumer’s experience with the product performance. Satisfaction and attitude are closely related concepts.
The psychological concepts of attitude and satisfaction may both be defined as the evaluation of an object
and the individual relationship to it.

Anything that can be offered to a market for attention, acquisition, use, or consumption that might satisfy a
want or need, include physical objects, persons, organizations, and ideas is called as product.

Services mean the work done by one person which is helpful to another person and these are intangible in
nature. It is an act of help and assistance.
The analysis is made studying the questionnaire and observation which was distributed among 50 customers
to find their response about the various questions asked related to the satisfaction level and problems faced
by them, conducted in Impact Communication (Nestle).

The sampling method is using conveyance sampling, the total size of sample is 100 for retailers. The data
and interpretation done through pie chart, percentage, bar diagram and table.

The major findings of the study are related with the Nestle products and services offered to retailers in rural
areas of MP state which includes the retailer’s stock more products of Nestle as compare to another company
products. Retailers were also satisfied with the distribution network of Nestle, information regarding new
schemes and discounts. They were also satisfied with the sales person of Nestle. The retailers were
dissatisfied with the credit facilities provided by Nestle

The few suggestions for Nestle from the researcher are-

Delivery of goods should be increased in number for proper catering in the entire MP state effectively
and efficiently.
The company should supply its glow sign board, banners etc. as an advertisement media to the retailers of
few areas, which will as usual for satisfaction of retailers.
Credit facilities should be provided to retailers to satisfy their needs regarding payment.

The conclusion of the survey is based on the objectives of the study i.e. various problems faced by retailers
of Nestle product, complaints of retailers towards products and services of Nestle, retailers satisfaction
level towards Nestle products and services and effective solution to the problems faced by retailers.
INTRODUCTION
OBJECTIVES OF THE STUDY:
 To find the retailers satisfaction towards channels of distribution

 To find out the factors influencing the satisfaction level of customer

 To determine the factors that influence on customer satisfactions.

 To find out the areas of dissatisfaction if any and give effective suggestions to improve their
market share.

RESEARCH METHODOLOGY

Research methodology explain the various steps that are generally adopted by the research in studying
research problem along with logical behind them.

 RESEARCH DESIGN

As the main aim of the project is to identify the satisfaction level of the retailers in the distribution
channel, the project is purely empirical in nature. Empirical research studies are those studies in which
primary data is collected and the data is analyzed and subjected to hypothesis. It is purely based on the
opinion of the customers.

 DATA COLLECTION AND SAMPLE SELECTION

50 respondents from MP were collected by using Judgment sampling. A schedule was designed
for customers to obtain information regarding the objectives of the study. Research also concluded
interview schedule for collection of data. In the second stage the level of customer satisfaction
among respondents were identified by giving scores to the responses. Then, based on the scores,
their satisfaction is classified as high, medium and low.
The tool applied for the analysis of the data collected is known as LIEKRT SCALE.
REVIEW OF LITERATURE
 DATA ANALYSIS

1. People NO. OF PERCENTAGE of different

SR.NO. AGE
RESPONDENTS (%)
age 1 Between 5-10 9 18% groups who
prefer 2 Between 10-20 18 36% consuming
Maggi 3 Between 20-30 17 34% noodles
4 Above 30 6 12%
TOTAL 50 100

Analysis:

NO. OF RESPONDENTS

Above 30
6 Between 5-10
12% 9
18%

Between 20-30
17
34% Between 10-20
18
36%

Between 5-10 Between 10-20 Between 20-30 Above 30

2. Sex wise classification.

SR.NO. SEX NO. OF PERCENTAGE

Analysis: RESPONDENTS (%)
1 Female 17 34
2 Male 33 66
TOTAL 50 100

NO. OF RESPONDENTS

Female
17
34%

Male
33
66%

Female Male
3. Packs of Maggi noodles preferred.

SR.NO. VARIANTS NO. OF PERCENTAGE

RESPONDENTS (%)
1 Small 13 26
Analysis: 2 Big 19 38
3 Family 18 36
TOTAL 50 100

NO. OF RESPONDENTS

Family Small
18 13
36% 26%

Big
19
38%

Small Big Family

4. Which sub-brand of Nestle Maggi noodles you have preferred more

SR.NO VARIANTS NO. OF PERCENTAGE

RESPONDENTS (%)
1 Maggi noodles 13 26
Analysis: 2 Pickhoo 9 18
3 Masala-e-Magic 16 32
4 Eclairs 12 18
TOTAL 50 100

NO. OF RESPONDENTS

Eclairs
12 Maggi
24% 13
26%

Pichkoo
9
18%
Masala-e -Magic
16
32%

Maggi Pichkoo Masala-e -Magic Eclairs

 FINDINGS
5. Is nestle the leading brand according to you?

SR.NO RESPONSE NO. OF PERCENTAGE

RESPONDENTS (%)
1 Strongly Disagree 3 6

2 Disagree 7 14

3 Neither agree nor 5 10

disagree
4 Agree 20 40

5 Strongly Agree 15 30

TOTAL 50 100

No. of Respondesnts
Strongly disagree
3
6%

Strongly Agree
Disagree 15
7 30%
14%

Neither agree nor

disagree
5
10%
Agree
20
40%

Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree
6. Do you prefer Nestle Maggi noodles over Cadbury Maggi noodles?

SR.NO RESPONSE NO. OF PERCENTAGE

RESPONDENTS (%)
1 Strongly 9 18
Disagree
2 Disagree 12 24

3 Neither agree nor 7 14

disagree
4 Agree 16 32

5 Strongly Agree 6 12

TOTAL 50 100

NO. OF RESPONDENTS

Strongly Agree Strongly Disagree

12% 18%

Agree Disagree
32% 24%

Neither agree nor

disagree
14%

Strongly Disagree Disagree Neither agree nor disagree Agree Strongly Agree
7. Are you satisfied with the pricing of nestle Maggi noodles?

SR.NO RESPONSE NO. OF PERCENTAGE

RESPONDENTS (%)
1 Strongly Disagree 2 4

2 Disagree 6 12

3 Neither agree nor 7 14

disagree
4 Agree 23 46

5 Strongly Agree 12 24

TOTAL 50 100

NO. OF RESPONDENTS
Strongly Agree Strongly Disagree
12 2
24% 4%

Disagree
6
12%

Neither agree nor

Agree disagree
23 7
14%

Strongly Disagree Disagree Neither agree nor disagree Agree Strongly Agree
8. Are you satisfied with the quality of nestle Maggi noodles

SR.NO RESPONSE NO. OF PERCENTAGE

RESPONDENTS (%)
1 Strongly Disagree 2 0

2 Disagree 13 30

3 Neither agree nor 10 14

disagree
4 Agree 18 52

5 Strongly Agree 7 4

TOTAL 50 100

Strongly Disagree
0%

Strongly Agree
4%
Disagree
30%

Agree
52%
Neither agree nor
disagree
14%

Strongly Disagree Disagree Neither agree nor disagree Agree Strongly Agree
9. Does the medium of advertisement used by nestle influence your purchase?

SR.NO RESPONSE NO. OF PERCENTAGE

RESPONDENTS (%)
1 Strongly Disagree 5 18

2 Disagree 13 26

3 Neither agree nor 14 8

disagree
4 Agree 12 36

5 Strongly Agree 6 12

TOTAL 50 100

NO. OF RESPONDENTS

Strongly Agree
12%
Strongly Disagree
18%

Agree
36% Disagree
26%

Neither agree nor

disagree
8%

Strongly Disagree Disagree Neither agree nor disagree Agree Strongly Agree
 10. Do promotional offers attract you to purchase the products?

SR.NO RESPONSE NO. OF PERCENTAGE

RESPONDENTS (%)
1 Strongly Disagree 3 6

2 Disagree 24 48

3 Neither agree nor 9 18

disagree
4 Agree 10 20

5 Strongly Agree 4 8

TOTAL 50 100

NO. OF RESPONDENTS

Strongly Agree
8% Strongly Disagree
6%

Agree
20%

Disagree
48%
Neither agree nor
disagree
18%

Strongly Disagree Disagree Neither agree nor disagree Agree Strongly Agree
 QUESTIONNAIRE

Neither
STATEMENTS Strongly Agree agree Nor Disagree Strongly
Agree disagree disagree

1. Is nestle the leading brand 5 4 3 2 1

according to you?

2. Do you prefer Nestle Maggi 5 4 3 2 1

noodles over other instant
noodles

3. Are you satisfied with the 5 4 3 2 1

pricing of nestle Maggi
noodles?

4. Are you satisfied with the 5 4 3 2 1

quality of nestle Maggi
noodles?

5. Does the medium of 5 4 3 2 1

advertisement used by nestle
influence your purchase?

6. Do promotional offers 5 4 3 2 1
attract you to purchase the
products?

7. Are you satisfied with the 5 4 3 2 1

packaging of the products

8.suggest Maggi noodles to 5 4 3 2 1

other consumers
9.maggie noodles healthy 5 4 3 2 1
For consumers

10. 5 4 3 2 1