CHAPTER – 1

INTRODUCTION

1
 INTRODUCTION

Customer satisfaction is a critical metric that measures how well a company’s products,
services, and overall customer experience align with customer expectations. It’s an
indicator of how happy customers are with what they’ve received from a business and
can significantly influence loyalty, retention, and the company’s reputation.

Here’s a brief introduction to customer satisfaction:

Definition: Customer satisfaction, often abbreviated as CSAT, is the degree to which

a product or service meets or exceeds the customer’s expectations. It’s a reflection of
how well a business understands and fulfills customer needs and desires.

Importance: High customer satisfaction is essential for business success. Satisfied

customers are more likely to return, make repeat purchases, and recommend the
company to others. Conversely, dissatisfied customers may switch to competitors after
just one bad experience. In fact, a Zendesk report found that 61% of consumers would
switch to a competing brand after a single negative experience.

Measuring Customer Satisfaction: Businesses often use surveys and feedback forms
to gauge customer satisfaction. These tools can help companies understand their
customers’ needs, expectations, and perceptions of the products or services offered.

Improving Customer Satisfaction: To enhance customer satisfaction, businesses

should focus on providing excellent customer service, ensuring high-quality products,
and creating a positive overall customer experience. Understanding customer feedback
and making necessary adjustments is key to maintaining high levels of satisfaction.

In summary, customer satisfaction is a vital aspect of any business strategy, as it directly

impacts customer loyalty and the company’s bottom line. By prioritizing customer
satisfaction, businesses can foster a loyal customer base and differentiate themselves in
a competitive market.

In the contemporary marketplace, customer satisfaction emerges as a pivotal factor

influencing consumer loyalty and business success. This is particularly true in the health
and wellness sector, where companies like Himalaya have carved out a significant
niche. Himalaya, known for its commitment to Ayurvedic principles and natural

2
ingredients, has established a strong presence in the global market. The brand's
dedication to providing scientifically validated herbal healthcare products has garnered
a diverse and growing customer base.

Understanding customer satisfaction towards Himalaya products involves exploring the

alignment between product offerings and consumer expectations. It is crucial to assess
how these products fulfill the needs and preferences of customers, who increasingly
prioritize natural and holistic remedies. This research aims to delve into the factors that
contribute to customer satisfaction, including product quality, efficacy, safety, and the
overall brand experience provided by Himalaya.

The significance of this study lies in its potential to reveal insights into consumer
behavior, preferences, and satisfaction levels with Himalaya's product range. By
examining these elements, the research can offer valuable recommendations for
Himalaya to enhance its product development, marketing strategies, and customer
service approaches, ultimately leading to increased customer satisfaction and loyalty.

This introduction sets the stage for a comprehensive analysis of customer satisfaction
with Himalaya products, providing a foundation for further research into the brand's
impact on its consumers. It's important to note that customer satisfaction is not only
about meeting needs but also about exceeding expectations and creating a memorable
brand experience.

3
 CHAPTER – 2
INDUSTRY PROFILE

4
 INDUSTRY PROFILE

The Pharmaceutical Industry is defined as the sector that involves the discovery,
development, manufacture, and marketing of drugs and medications by both public and
private organizations. This industry is crucial for the creation of medical products that
aim to cure diseases, vaccinate, or alleviate symptoms.

The Consumer Goods Industry, particularly in relation to pharmaceuticals, refers to

the distribution of products that are used on a day-to-day basis and include over-the-
counter medications, personal care items, and other health-related consumer products³.
These goods are typically the end products of the pharmaceutical industry that reach
consumers for personal use.

Together, the pharmaceutical and consumer goods industries play a vital role in global
healthcare, providing essential products for disease prevention, treatment, and overall
health maintenance.

The pharmaceutical and consumer goods industries play pivotal roles in both global
health and the economy:

1. Global Health:
• Disease Treatment and Prevention: The pharmaceutical industry is essential for
developing medications that treat and prevent diseases, improving the quality of life
and extending life expectancy.
• Healthcare Accessibility: By producing a range of healthcare products, from
prescription drugs to over-the-counter items, these industries ensure that essential
medicines and health-related consumer goods are accessible to a broad population.
• Innovation in Healthcare: Continuous research and development lead to
innovative treatments and products that can address unmet medical needs and
emerging health challenges.
2. Global Economy:
• Economic Growth: The pharmaceutical and consumer goods sectors are
significant contributors to economic growth due to their large market size and high
value of products.
• Employment: These industries create millions of jobs worldwide, from research
and development to manufacturing and distribution.

5
• Trade: As highly globalized sectors, they contribute substantially to international
trade through the export and import of goods.

Overall, the pharmaceutical and consumer goods industries are integral to maintaining
public health standards and driving economic activity across the globe. They are at the
forefront of scientific advancement and are key to the development of new health
solutions that benefit societies worldwide.

The pharmaceutical and consumer goods industry is vast and dynamic, with significant
contributions to the global economy and health sector. Here’s a detailed look at its size,
growth trends, key segments, and economic impact:

3. Size of the Industry and Growth Trends:

The global pharmaceutical industry is one of the world’s most significant sectors,
valued at over USD 1.2 trillion. The industry has been experiencing steady growth, with
a compound annual growth rate (CAGR) of around 4-5%. Growth is driven by factors
such as an aging population, rising prevalence of chronic diseases, technological
advancements, and increased healthcare spending.

4. Key Segments Within the Industry:

• Prescription Drugs: Medications that require a doctor’s prescription, often for
more serious conditions.
• Over-The-Counter (OTC): Medications available without a prescription for
common ailments.
• Generics: Off-patent drugs that are chemically equivalent to branded drugs but
typically sold at lower prices.
• Biopharmaceuticals: Medications produced using biotechnology, including
vaccines, gene therapies, and monoclonal antibodies.
• Personal Care Products: Items such as skincare, haircare, and hygiene products
that are often sold alongside pharmaceuticals in consumer goods stores.
5. Economic Impact and Employment Statistics:

The pharmaceutical industry is a major employer, directly providing jobs to millions of

people worldwide in research, manufacturing, and distribution. It also has a significant
indirect impact on employment through related services like marketing, logistics, and

6
retail. Economically, the industry contributes billions in tax revenues, research funding,
and healthcare savings through the production of effective medical treatments. The
industry is expected to continue growing, with emerging markets playing an
increasingly important role and biotechnology driving innovation. However, it also
faces challenges such as regulatory hurdles, patent expirations, and pressure to lower
drug prices. The industry’s ability to adapt to these challenges while continuing to meet
the health needs of a growing global population will be critical to its future success.

The pharmaceutical and consumer goods industry is influenced by a complex interplay

of supply and demand factors, pricing strategies, and the impact of globalization. Here’s
an analysis based on the latest insights:

6. Supply and Demand Factors:

• Demand: The demand for pharmaceuticals is unique because it is determined by
four parties: the patient, the physician, insurers, and the pharmacist1. Factors
influencing demand include the drug’s efficacy, safety, convenience, price,
patient’s income, and the prices of complements and substitutes like OTC
medication1.
• Supply: The supply chain is affected by the availability of raw materials,
manufacturing capabilities, regulatory approvals, and logistics. High demand and
limited supply can lead to higher prices.
7. Pricing Strategies and Market Access:
• Pricing Strategies: Pharmaceutical companies often use a variety of pricing
strategies, including value-based pricing, tiered pricing, and differential pricing,
to optimize market access3. Rebating and patient services are also used as part
of the market access strategy.
• Market Access: Market access is complex and dynamic, influenced by
therapeutic area dynamics, competition, and payer tools like formulary tiering3.
Strategies may include demonstrating clinical and economic evidence,
negotiating with healthcare stakeholders, and ensuring product fulfillment for
patients.
8. Impact of Globalization:
• Globalization: The pharmaceutical industry has been globalizing for years due
to increasing demand for advanced medicines in emerging economies, cost

7
 reduction efforts, and challenges with clinical trial recruitment in mature
markets.
• Glocalization: A trend towards local pharmaceutical development and
manufacturing, known as glocalization, is driven by governments, NGOs, and
local entrepreneurs to develop a reliable supply of low-cost, advanced
medicines.

These factors collectively shape the pharmaceutical and consumer goods industry,
influencing how companies operate and compete on a global scale. The industry must
navigate these complexities to ensure the delivery of effective healthcare products while
maintaining economic viability.

In summary, the pharmaceutical and consumer goods industry is poised for continued
growth but must navigate a landscape filled with both challenges and opportunities. The
ability to innovate, adapt to regulatory changes, and meet the evolving needs of
consumers will be crucial for the industry’s future success.

8
 CHAPTER – 3
COMPANY PROFILE

9
 COMPANY PROFILE

Himalaya Wellness Company, originally known as Himalaya Drug Company, is an

Indian multinational corporation that specializes in personal care and pharmaceutical
products. Here’s a brief profile of the company:

Founded: 1930 by Mr. Mohammad Manal

Headquarters: Bangalore, Karnataka, India

Global Presence: Products are sold in over 106 countries

Key People: Shailendra Malhotra (Global CEO), Jayashree Ullal (CFO/COO, India)

Flagship Product: Liv.52, introduced in 1955

Product Range: Pharmaceuticals, personal care, baby care, well-being, nutrition, and
animal health products

Revenue: ₹37.6 billion (US$470 million) for FY22

Number of Employees: Approximately 10,000

Parent Company: Himalaya Global Holdings Ltd., headquartered in the Cayman

Islands

Philosophy: The company focuses on modern empirical research to demonstrate the

efficacy of Ayurvedic and herbal products

Controversies: In September 2023, Himalaya Wellness obtained an ex parte injunction

order against a critic of alternative medicine.

The Essence of marketing is an exchange or a transaction, intended to satisfy human

needs or wants. That is, marketing is a human activity directed at satisfying needs and
wants, through an exchange process. A demand is a want for which the consumer is
prepared to pay a price. A want is anything or a service the consumer desires or seeks.
Wants become demands when backed by purchasing power. A need is anything the
consumer feels to keep himself alive and healthy. A transaction consists of a value
between two parties. A transaction differs from a transfer. A transfer may receive
nothing in return.

10
Consumers are the masters of their money and they have an enormous influence on the
economic market change because they possess the ability to implement and coordinate
their choice of spending or saving in the purchase decision. Customer is influenced by
their attitude towards the product and therefore marketers need to implement their
strategies and tactics frequently in order to achieve more consumers. Satisfaction and
accurate target in finding out what customers are aware off and their attitude and there
by offering products according to these needs will help the industry stake holders to
enrich their customer experience and accelerate growth of the market. The process that
turns marketing plans into marketing actions In order to fulfill strategic marketing
objectives it is called marketing plan but most of the markets are still challenged by
their marketing. Hence this research aims to explore the customer satisfaction for
Himalaya Products in Kanpur city.

2.1 ABOUT HIMALAYA HERBAL

Every year, 300 million Himalaya products enter the homes of consumers around the
world. With a range of over 300 healthcare and personal care products including brands
like Liv.52, Cystone, and Bonnisan, we touch the lives of millions of customers
worldwide, giving them products that help them lead healthier, enriched lives.

Himalaya's story began way back in 1930. A curious young man riding through the
forests of Burma saw restless elephants being fed the root of a plant,
Rauwolfiaserpentina, which helped pacify them. Fascinated by the plant's effect on
elephants, this young man, Mr. M. Manal, the founder of Himalaya, wanted to
scientifically test the herb's properties.

In 1955, Himalaya introduced Liv.52, a liver formulation that ensures optimum liver
function. The product soon became our flagship brand and a top selling herbal
medicine. Other brands soon followed including Cystone, Bonnisan and Rumalaya
forte, products that went on to become household names.

In 1999, Himalaya entered the personal care segment under the brand name 'Ayurvedic
Concepts'. This was unchartered territory which brought with it new challenges and
new opportunities for learning. People around the world were waking up to the benefits
of herbal and natural products for their personal care needs. Himalaya had close to
seven decades of research experience in herbal medicine and this legacy had helped

11
company to understand the world of herbs. The prospect of entering the personal care
space was therefore exciting. The company wanted to give customers herbal personal
care products that were mild, gentle, hard-working and steeped in science. The
company guiding philosophy was to develop a range of personal care products rooted
in Ayurveda and backed by research, a mainstay of the Himalaya brand. The company
built credibility for range of herbal personal care products and gained the trust of
customers. A year later, the company expanded portfolio to include animal health
products with the objective of caring for the health and well-being of animals.

Himalaya operate in over 90 countries, their products are prescribed by 400,000 doctors
worldwide, and millions of customers trust for their health and personal care needs.
Himalaya Global Holdings Ltd. (HGH) is the parent of all Himalaya subsidiaries.

2.2 MISSION

Himalaya's mission is to make herbal wellness a part of every home. Himalaya want to
be the most trusted company in scientific herbal healthcare and most admired for ethics,
values and commitment to sustainability.

• Establish Himalaya as a science-based, problem-solving, head-to-heel brand,

harnessed from nature's wealth and characterized by trust and healthy lives.
• Develop markets worldwide with an in-depth and long-term approach,
maintaining at each step the highest ethical standards.
• Respect, collaborate with and utilize the talents of each member of the Himalaya
family and the local communities where Himalaya products are developed
and/or consumed, to drive our seed-to-shelf policy and to rigorously adopt
ecofriendly. practices to support the environment we inhabit.
• Ensure that each Himalaya employee strongly backs the Himalaya promise to
exceed the expectations of the consumer, each time and every time. Nothing
less is acceptable.

At the heart of the Himalaya mission is the belief that good health should be accessible
to everyone, and we strive to make this possible through our commitment to science-
driven herbal healthcare.

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2.3 VISION

The vision of Himalaya Wellness Company is to “bring wellness and joy to every
home via herbal solutions based on science.” This vision reflects the company’s
commitment to providing herbal health and personal care products that are both
effective and accessible to consumers worldwide.

2.4 HIMALAYA PRODUCT RANGE AND BRANDS:

Himalaya's products can broadly be categorized into various categories, viz:

➢ Pharmaceutical
➢ Personal Care
➢ Animal Health
➢ Baby Care
➢ Wellness
• PHARMACEUTICAL

Inspired by Ayurveda, Himalaya's pharmaceutical range, promoted exclusively through

doctors, addresses multiple health conditions. Our 60 strong product portfolio includes
therapeutics, wellness products, prescription dermaceuticals and oral health products
for men, women and children. The information in this section is not intended to be a
substitute for professional medical advice. We urge you not to use the same to diagnose
or treat your problem Our photo pharmaceuticals address lifestyle disorders, chronic
illness like diabetes and osteoporosis and life-threatening disease like Hepatitis B. Our
complete range of preventative care products enhance immunity and assist in the
management of health. Derived from herbs, each product is hacked by eight to ten years
of research, undergoing clinical trials, mutagen studies and toxicity tests to ensure
safety and efficacy. Today, Himalaya is ranked thirty-one amongst 500 top
pharmaceutical companies in India. Our brands, Liv.52, Cystone, Bonnisan and Septilin
are leaders in their categories. In fact, Liv.52, a hepato-protective, is the only herbal
medicine to be ranked amongst the top ten bestselling medicines in the country.

13
• HIMALAYA HERBAL BABY PRODUCTS

Baby's skin is still under the process of development and thus, it is very sensitive.
Doctors suggest using products specially formulated for a baby because the ingredients
used to prepare are very mild and there are very less chances of your baby's getting any
irritation or allergy from using these products It is best to use herbal products for your
baby as they are safe, hypoallergenic and free from preservatives. Before buying baby
products make sure you go through the label to know about the quality and their expiry
dates.

• HIMALAYA HERBAL PERSONAL CARE PRODUCTS

14
Himalaya Herbals is one of the best herbal brands available in India. It is a well-known
brand that sells quality products at affordable prices. If you are into herbal skin care,
then you will have at least one HG from this brand Today I'm going to share top 10 best
working Himalaya Herbals products, their photos and short reviews.

Himalaya's personal care range was born out of the research strength of our
pharmaceutical products. By bringing the credibility of our pharmaceutical research to
our personal care portfolio, we offer solution-based products that cater to your daily
personal care needs. The range offers the goodness of natural solutions for everyday
use, with no side effects. Made from herbs that are gentle and safe, our range includes
skincare, hair care, oral care and healthcare products.

• HIMALAYA HERBAL NUTRITION HEALTH PRODUCTS

Himalaya's nutrition health range combines the knowledge of Ayurveda with modern
science, to give children and adults a daily herbal nutritional health supplement that
provides the benefits of scientifically validated age-old herbs along with essential
vitamins and minerals.

• HIMALAYA HERBAL ANIMAL HEALTH PRODUCTS

15
Himalaya believes that natural health solutions work best for animals too. To this end,
we offer herbal remedies and daily care products for animals, specifically livestock,
poultry, aquaculture and pets. Our range comprises calcium supplement for bone
development in animals, herbal feed supplement for fish, livestock and poultry and
natural grooming products for your beloved pets.

• HIMALAYA PURE HERBS

Himalaya pure herbs is a range of individual herbs extracts. The actions of these extracts
benefit the body, irrespective of individual body constitution, state of health and
metabolic functions. Everyone can benefit from the goodness of these herbs,
irrespective of age, sex body type or other health related factors.

The herb that features in the pure herb range has remarkable benefits. The Himalaya
pure herbs range delivers to you, a herb in a capsule, with all its attendant benefits.
While it may have a therapeutic and nutritive value for a weakened body, its primary
action is to stimulate or ameliorate particular organic functions. Its action has benefits
both in good and ill herbs Its works to help you stay healthy.

"Himalaya USA Pure Herbals Blend"

Himalaya Pure Herbs is a range of individual herbs extracts. Each pure herb is the result
of strict monitoring from the farm to the lab. Himalaya proprietary techniques are used
to extract the optimum value of each herb. This is followed by rigorous tests by R & D
team for potency and consistency.

16
2.5 SWOT ANALYSIS

Strengths:-

Strength in terms of its ideal location at the foothills of the Himalayas with the freshest
of air and the richest of soil.

It was India's first frozen foods company

• Known for satisfying the needs of its customers through innovative and
customer fit products.
• It is known for fresh, good quality and hygienic products.
• There is direct involvement of highest-level executives in setting quality goals
and policies, allocation of resources, and monitoring of results.

Weaknesses:-

• High requirement of working capital.

• Seasonality of raw material
• Pests can affect produce and create a lot of problems

Opportunities:-

• Opportunities in terms of opening of global markets.

• Favourable demographic profile and changing lifestyles.
• Opportunities in terms of diversification into other product categories.
• Advertise and promotion opportunities still largely untapped

Threats:-

17
• High inventory carrying cost
• Threat from global players planning to enter the market.
• Economic instability and inflation in the country.

18
 CHAPTER – 4
OBJECTIVES OF THE
STUDY

19
 OBJECTIVES OF THE STUDY

The study of consumer satisfaction towards Himalaya products in Kanpur City is

designed to achieve several objectives that are essential for understanding the dynamics
between consumer expectations and experiences, as well as for guiding the strategic
direction of the brand.

• Understanding Consumer Expectations

• Gauging Consumer Perceptions
• Measuring Actual Satisfaction Levels
• Identifying Satisfaction Influencers

Objective 1: Understanding Consumer Expectations

The first objective is to comprehend the expectations that consumers in Kanpur City
have towards Himalaya products. This includes their anticipation of product quality,
efficacy, and value. By discerning these expectations, Himalaya can better tailor its
product offerings and marketing strategies to align with consumer needs.

Objective 2: Gauging Consumer Perceptions

This study seeks to gauge the perceptions that consumers hold regarding Himalaya’s
product range. Perception is a critical determinant of consumer satisfaction, and this
objective aims to assess the brand image of Himalaya, particularly how consumers view
the brand’s commitment to natural ingredients and wellness.

Objective 3: Measuring Actual Satisfaction Levels

A pivotal objective of the study is to measure the actual satisfaction levels among
consumers after using Himalaya products. Satisfaction here is quantified as the degree
to which the products fulfill or surpass consumer expectations. This will involve the
analysis of consumer feedback on various aspects such as product effectiveness,
affordability, packaging, and accessibility.

Objective 4: Identifying Satisfaction Influencers

Identifying the factors that influence consumer satisfaction is another key objective.
These factors may include product attributes, consumer beliefs and attitudes, cultural

20
influences, marketing communications, and customer service experiences.
Understanding these influencers is crucial for Himalaya to enhance areas that
significantly affect consumer satisfaction.

21
CHAPTER – 5
RESEARCH
METHODOLOGY

22
 RESEARCH METHODOLOGY

Customer satisfaction is a term frequently used in marketing. It is a measure of how

products and services supplied by a company meet customer expectation. Customer
satisfaction is defined as "the number of customers, or percentages of total customers,
whose reported experience with the firm, its services exceed specified satisfaction
goals". It is seen as a key performance indicator with in business complete for
customers, customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy. Under this the researcher studied about
customer satisfaction towards Himalaya product with references to Kanpur City.

5.1 Statement of the problem:

Different varieties of the product are available in the market. Customer prefer the
varieties of for high quality, low price and attractive cover. Most of the customers are
satisfied with the quality products and some customer prefer other factors. The
completion is severe in and the manufactures has to consider the opinion of the
customers. In the context, the researcher interested in studying the customer satisfaction
toward Himalaya products.

5.2 Scope of the study:

• It is very important to study the satisfaction level of the Himalaya products.

• It's leading indicator of customer repurchase intention and loyalty.

5.3 Objectives of the study:

• To study about the customer level of satisfaction towards Himalaya products

• To ascertain the factors that influencing customer on choosing the Himalaya
products.
• To measure the level of awareness among customers towards the Himalaya
products.

23
 Section Description Details

5.4 Research Design

The study is descriptive in

5.4.1 Nature of Study Descriptive
nature.

5.4.2 Primary or Both primary and

Data Collection
Secondary secondary data are used.

Primary data collected via

questionnaire; secondary
5.4.3 Sources of Data Data Sources
data from research papers,
magazines, websites, etc.

5.5 Sample Design

Customers using
5.5.1 Nature of Himalaya products in
Target Population
Population Kanpur City; population
considered as infinite.

5.5.2 Sample Unit Customers of Himalaya

Sample Constituents products in selected areas
of Kanpur City.

5.5.3 Convenience Convenience sampling

Sampling Method
Sampling used.

100 individuals
5.5.4 Size of Sample Sample Size determined for the sample
size.

Percentage analysis pie

5.5.5 Tools for Analysis Analysis Tool charts and google form is
used in the study.

24
 CHAPTER – 6
DATA ANALYSIS &
INTERPRETATION

25
 DATA ANALYSIS & INTERPRETATION
Table 1 Showing the respondent ever used any products of Himalaya.

Options No. of Respondents Percentage(%)

Yes 96 96

No 2 2

Maybe 2 2

Total 100 100

Figure 1 shows the respondent ever used any product.

2% 2%

Yes
No
Maybe

96%

Interpretation

According to this graph 96.00% of responders which uses Himalaya products and
2.00% of peoples which is not uses Himalaya products and 2.00% of peoples maybe
uses Himalaya Products .

26
Table 2 Showing which product you buy/use in Himalaya products.

Options No. of Respondents Percentage(%)

Face wash/Cleaner 64 64

Shampoo 24 24

Moisturizer 4 4

Creams 8 8

Total 100 100

Figure 2 shows the respondent uses/buy the Himalaya Products

8%
4%

Face wash/Cleaner

24% Shampoo
Mosturizer
Creams
64%

Interpretation

Under this diagram 64.00% responders users use face wash /cleaner, 24.00%
responders uses shampoo, 4.00% users use moisturises, 8.00% responders uses creams
of Himalaya.

27
Table 3 Showing have you heard about Himalaya Product before you tried the
sample.

Options No. of Respondents Percentage(%)

Yes 81 81

No 05 05

Maybe 14 14

Total 100 100

Figure 3 shows the respondent heard about Himalaya Product

14%

5%

Yes
No
Maybe

81%

Interpretation

Under this diagram 81.00% responders are heard about Himalaya products; 5.00%
responders are not heard about Himalaya products and 14.00% are may be heard about
Himalaya products.

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Table 4 Showing In general do you like the Himalaya Products.

Options No. of Respondents Percentage(%)

Yes 79 79

No 4 4

I don’t know much about 17 17

this product

Total 100 100

Figure 4 shows how much respondent heard about Himalaya

17%

4% Yes

No

I don’t know much about this

product

79%

Interpretation

According to this diagram 79% users are heard about Himalaya products; 4.00%
responders are not heard about Himalaya products and 17.00% responders are don't
know about product.

29
Table 5 showing what are the main factors you like in Himalaya Products

Options No. of Respondents Percentage(%)

Quality 38 38

Natural Ingredients 34 34

Price 16 16

Brand Heritage 12 12

Total 100 100

Figure 5 shows the main factor which effect the respondent in buying the product.

12%

38%
16% Quality
Natural Ingredients
Price
Brand Heritage

34%

Interpretation

This diagram shows that 38.00% respondent's main factor to like Himalaya products is
quality, 34.00% is natural ingredients, 16.00% is price, 12.00% is brand heritage.

30
Table 6 Showing the prescribed location to buy Himalaya Products

Options No. of Respondents Percentage(%)

Medical Store 18 18

General Store 62 62

Super Market 20 20

Total 100 100

Figure 6 shows the location on buying Himalaya Products

20% 18%

Medical Store
General Store
Super Market

62%

Interpretation

Under this among 100%, 18% buy from medical store, 62% from general store balance
20% from super market.

31
Table 7 Showing buying/using Himalaya product in the future

Options No. of Respondents Percentage(%)

Yes 82 82

No 08 08

Maybe 10 10

Total 100 100

Figure 7 shows the respondent who buy Himalaya product in the future

10%

8%

Yes
No
Maybe

82%

Interpretation

Under this 82.00% responders are considered on buying/using products in the future,
8.00% are not consider on buying/using products in the future and 10.00% maybe
consider on buying/using Himalaya Products in the future.

32
Table 8 Showing the respondent recommend this product to your friends/relatives.

Options No. of Respondents Percentage(%)

Yes 70 70

No 10 10

Maybe 20 20

Total 100 100

Figure 8 shows the responder recommend this product

20%

Yes
10% No
Maybe

70%

Interpretation

In the view of this diagram 70.00% are recommend Himalaya products to their
friends/relatives, 10.00% responders are not recommending this product to their
friends/relatives and 20.00% may recommend this product to their friends/relatives.

33
Table 9 Showing the responders deal in Himalaya Products

Options No. of Respondents Percentage(%)

Yes 66 66

No 34 34

Total 100 100

Figure 9 shows who deal in Himalaya Products

34%

Yes
No

66%

Interpretation

Under this diagram 66.00% are deal in Himalaya and 34.00% are not deal in Himalaya
products.

34
Table 10 Showing the rating of the Himalaya products quality

Options No. of Respondents Percentage(%)

Best in Class 25 25

Good 65 65

Slow Response 10 10

Total 100 100

Figure 10 shows the rating of the quality of the product

10%

25%

Best in Class
Good
Slow Response

65%

Interpretation

Under this diagram 25.00% responders rates Himalaya product quality as best in class,
65.00% as best and 10.00% as slow response.

35
Table 11 Showing much long have you been using Himalaya products

Options No. of Respondents Percentage(%)

Last 6 months 45 45

Last 6 months – 1 year 30 30

From 1 – 3 years 15 15

More than 3 years 10 10

Total 100 100

Figure 11 shows the year which respondents use Himalaya

10%

15%
Last 6 months
45%
Last 6 months – 1 year
From 1 – 3 years
More than 3 years

30%

Interpretation

Under this diagram 30.00% responders uses Himalaya products from last 6 months,
30.00% responders from last 6 month to 1 year, 30.00% from last 1 to 3 years, 10.00%
from more than 3 years.

36
Table 12 Showing how did you come to know about Himalaya Products

Options No. of Respondents Percentage(%)

Retailer 10 10

Advertisement/ Television 52 52

Newspaper 28 28

Words of Mouth 10 10

Total 100 100

Figure 12 shows how to know about Himalaya

10% 10%

Retailer

28% Advertisement/ Television

Newspaper
Words of Mouth

52%

Interpretation

From this diagram 10.00% responders are come to know about Himalaya products from
retailer, 52.00% responders are from advertisement/television, 28.00% from newspaper
and 10.00% from words of mouth.

37
Table 13 Showing that Himalaya company offers large variety of products

Options No. of Respondents Percentage(%)

Strongly Agree 12 12

Agree 42 42

Neutral 36 36

Disagree 10 10

Strongly Disagree 0 0.00

Total 100 100

Figure 13 shows Himalaya offers large variety of products

0%

10% 12%

Strongly Agree
Agree
Neutral
36% Disagree
Strongly Disagree
42%

Interpretation

According to this diagram 12.00% responders strongly agree that Himalaya company
offers large variety of products, 42.00% only agree that Himalaya company offers large
variety of products, 36.00% neutral says that Himalaya company offers large variety of
products, 10.00% disagree Himalaya products offers large variety of products and no
one says that Himalaya company offers large variety of products.

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Table 14 Showing the respondent are satisfied with Himalaya Product

Options No. of Respondents Percentage(%)

Yes 79 79

No 21 21

Total 100 100

Figure 14 shows the satisfaction of Himalaya product

21%

Yes
No

79%

Interpretation

Under this diagram 79.00% responders are satisfied with Himalaya products and
21.00% are not satisfied with Himalaya products.

39
Table 15 Showing that Himalaya products uses natural ingredients

Options No. of Respondents Percentage(%)

Strongly Agree 06 06

Agree 36 36

Neutral 42 42

Disagree 10 10

Strongly Disagree 06 06

Total 100 100

Figure 15 shows Himalaya uses natural ingredients

6% 6%

10%

Strongly Agree
Agree
36%
Neutral
Disagree
Strongly Disagree

42%

Interpretation

According to this diagram 10.00% responders disagrees that Himalaya products uses
natural ingredients, 6.00% strongly disagree that Himalaya products uses natural
ingredients, 42.00% responders neutral says that Himalaya products uses natural
ingredients, 36.00% agree that Himalaya products uses natural ingredients, 6.00%
strongly agree that Himalaya products uses natural ingredients.

40
Table 16 Showing Himalaya products are chemical free

Options No. of Respondents Percentage(%)

Strongly Agree 20 20

Agree 45 45

Neutral 25 25

Disagree 10 10

Strongly Disagree 00 00

Total 100 100

Figure 16 shows that Himalaya are chemical free

0%

10%
20%

Strongly Agree
Agree
25%
Neutral
Disagree
Strongly Disagree

45%

Interpretation

According to this diagram 10.00% responders disagrees that Himalaya products uses
natural ingredients, 0.00% strongly disagree that Himalaya products uses natural
ingredients, 25.00% responders neutral says that Himalaya products uses natural
ingredients, 45% agree that Himalaya products uses natural ingredients, 20.00%
strongly agree that Himalaya products uses natural ingredients.

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Table 17 Showing Himalaya products have good Image

Options No. of Respondents Percentage(%)

Yes 82 82

No 10 10

Maybe 08 08

Total 100 100

Figure 17 shows the Image of Himalaya products

8%

10%

Yes
No
Maybe

82%

Interpretation

Under this diagram 82.00% have a good image about Himalaya products, only
10.00% responders not have a good image about Himalaya products and 8.00% may
have a good image about Himalaya products.

42
Table 18 Showing price level do you most buy Himalaya products

Options No. of Respondents Percentage(%)

Below 100 40 40

100 - 200 46 46

200 – 300 09 09

Above 300 05 05

Total 100 100

Figure 18 shows price level

5%
9%

40% Below 100

100 - 200
200 - 300
Above 300

46%

Interpretation

Under this 40.00% responders who buy Himalaya products at the price range of below
100, 46.00%in the range of 100 and 200, 9.00% at 200 and 300 and balance 5.00%
purchased at the price level of above 300.

43
Table 19 Showing the pricing of Himalaya products are reasonable

Options No. of Respondents Percentage(%)

Yes 88 88

No 12 12

Total 100 100

Figure 19 shows Himalaya products price are reasonable

12%

Yes
No

88%

Interpretation

88.00% responders says that the pricing of Himalaya products are reasonable and only
12.00% says that the pricing of Himalaya.

44
Table 20 Showing responders purchasing Himalaya products through online

Options No. of Respondents Percentage(%)

Yes 48 48

No 52 52

Total 100 100

Figure 20 shows customer buying Himalaya products through online

48% Yes

52% No

Interpretation

Under this diagram 48.00% responders are purchased Himalaya products from online
and 52.00% responders not purchased Himalaya products from online.

45
CHAPTER – 7
FINDINGS AND
LIMITATIONS

46
 FINDINGS AND LIMITATIONS

• FINDINGS
1) Out of 100, 96 peoples are ever used any products of Himalaya.
2) The most people uses face wash/cleaner of Himalaya products.
3) Under this 81.00% responders heard about Himalaya products.
4) Out of 100 only 05 responders are not heard about Himalaya products.
5) Most of the peoples like Himalaya products.
6) The main factor on buying Himalaya products is quality (38/100).
7) Most users buy Himalaya products from general store than super market and
medical store.
8) Most of the peoples says that they are buy Himalaya products in the future.
9) Out of 100, 45 responders are uses Himalaya products from last 6 months.
10) Most of the peoples use Himalaya products from last 6 months.
11) Many of the peoples come to know about Himalaya products from
advertisement/television.
12) Most of the peoples agrees that Himalaya company offers large variety of products.
13) No one strongly disagree that Himalaya company offers large variety of products.
14) Out of 100%, 79.00% responders are satisfied with Himalaya products.
15) Under this survey most peoples are convenient on using Himalaya products.
16) Most peoples buy Himalaya products under the range of between 100-200.
17) Out of 100, 88 responders feels that the pricing of Himalaya products are
reasonable.
18) Most of users of Himalaya products are tried offline purchase.

47
• LIMITATIONS
1) The accuracy of the result is also limited to the reliability of methods of
investigation, measurement and analysis of data.
2) The present study is based on the data from Kanpur City only and thus might not
be true for all other areas.
3) There was lack of time.
4) The data collected may or may not be accurate because of the biasness from
respondent side.

48
 CHAPTER – 8
SUGGESTIONS AND
CONCLUSION

49
 SUGGESTIONS

• Himalaya company offers more products to men.

• The company may directly contact the customer. It will help the company to
increase the sales volume.
• The company may reduce the price of the products to attract more customers of
low-income group.
• The advertisement on Himalaya products on newspaper and magazines are less. So,
the company should try to increase the advertisement in this media.
• Change the style of packaging may help retain the customers.
• The quantity inside the pack should be matched with the inside of the content.
• They should more concentrate more on offering free gifts to attract the customers.

50
 CONCLUSION
The modern marketing is highly competitive and transitional one. A company must
decide that what it can sell and what the approaches to satisfy the customer are. The
customer today do not accept any products which does not find a place in the market.
So it can be said that modern market is customer oriented and any product success or
failure is determined only by the customer.

In this study it is found that Himalaya was the first mover among the other hands
available in the market. Majority of the customers are satisfied with the product. The
weakness of the Himalaya products is high cost and less quantity. The main competitors
for them are Indulekha, Amway, Lakme, Garnier, Hence, it is concluded that retaining
of customers is a real challenging to manufactures.

The comprehensive research conducted on customer satisfaction towards Himalaya

products in Kanpur City has provided valuable insights into consumer behavior and
preferences. The findings indicate a high level of satisfaction among users, with
particular appreciation for the quality, affordability, and availability of Himalaya’s
range of products. Customers have expressed a strong preference for the brand’s
commitment to natural ingredients and the holistic approach to health and wellness.

However, the study also highlighted areas for improvement, particularly in marketing
strategies and the visibility of certain product lines. While the brand enjoys a loyal
customer base, there is potential to expand its reach through enhanced advertising and
customer engagement initiatives.

In conclusion, Himalaya’s dedication to delivering herbal healthcare solutions has

resonated well with the consumers in Kanpur City. To maintain and grow this
satisfaction, it is recommended that Himalaya continues to innovate, focusing on
customer feedback and evolving market trends. Future research could explore the long-
term loyalty patterns of customers and the impact of digital marketing on consumer
engagement.

51
CHAPTER – 9
REFERENCES

52
 REFERENCES

• Charwak, B. (2016). The customer satisfaction towards Himalaya Skin care

products. International Journal of Academic Research, 3(2).
• Chattaraj, D., Mazumder, R., & Lahiri, S. (2018). Buying Behaviour of Herbal
• Cosmetics by Women Consumers: An Exploratory Study in Kolkata. Indian Journal
of Marketing, 48 (5). Kaur, G. (2016). A Study Of Customer Satisfaction Towards
Selected Herbal.
• International Journal Of Business Management And Scientific Research, 19.
• Kavitha, D. K., & Fathima, T. A. (2017). A study on customer satisfaction towards
herbal products. International Journal of Current Research and Modern Education,
2(2).
• Sekar, D. P., & Ramya, K. (2016). A study on consumer preference and satisfaction
towards Himalaya Ayurvedic Products in Coimbatore City. IJARIIE, 3(2).
• www.himalayawellness.com
• www.himalayaherbal.com
• www.wikipedia.com
• www.himalayaproductabout.com
• www.google.com
• www.himalayaayurveda.com
• www.himalayahealthcare.com

53
CHAPTER – 10
ANNEXURES

54
 ANNEXURES
Dear Respondents,
I am a student of BBA is conducting research on, "A study of Customer Satisfaction
towards Himalaya Products". I would be extremely thankful if you are spare some
time to answer following. All the facts disclosed by you will be used for academic
purpose only.

Questionnaire for consumer

1. Have you ever used any products of Himalaya?
a. Yes
b. No
c. Maybe
2. Which product do you buy/use more in Himalaya products?
a. Face wash/cleaner
b. Shampoo
c. Moisturizer
d. Cream
3. Have you heard about Himalaya products before you tried the sample?
a. Yes
b. No
c. Maybe
4. In general, do you like Himalaya products?
a. Yes
b. No
c. I don’t know much about this product
5. In general, what are the main factors you like Himalaya products?
a. Quality
b. Natural Ingredients
c. Price
d. Brand Heritage
6. Which is your preferred location to buy Himalaya products?
a. Medical Store
b. General Store

55
 c. Super Market
7. Would you consider buying/using this product in the future?
a. Yes
b. No
c. Maybe
8. Would you recommend this to your friends/relatives?
a. Yes
b. No
c. Maybe
9. Do you deal in Himalaya products?
a. Yes
b. No
10. How do you rate the Himalaya product quality?
a. Best in Class
b. Slow Response
c. Good
11. Since how much long have you been using Himalaya products?
a. Last 6 months
b. Last 6 months – 1 year
c. From 1- 3 year
d. For more than 3 years
12. How do you come to know about Himalaya products?
a. Retailer
b. Advertisements/ Television
c. Newspaper
d. Words of mouth
13. Do you agree Himalaya drug company offers large variety of products?
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
14. Do you agree that you are satisfied with Himalaya products?
a. Yes
56
 b. No
15. Do you agree that Himalaya products uses natural ingredients?
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
16. Do you agree that Himalaya products are chemical free?
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
17. Do you agree that Himalaya products makes a good image?
a. Yes
b. No
c. Maybe
18. In which price level do you must most buy Himalaya products?
a. Below 100
b. 100 – 200
c. 200 – 300
d. Above 300
19. Do you feel the pricing of Himalaya products are reasonable?
a. Yes
b. No
20. Have you tried purchasing Himalaya products online?
a. Yes
b. No

57