Customer Satisfaction Towards Haldiram
Customer Satisfaction Towards Haldiram
On
Session 2022-2023
School of Management
DECLARATION
Afeefa Fatima (Assistant Professor) (SOM BBDU, Lucknow) and this field study
Rudra Rai
In order to accomplish a task, facts, situations and persons integrate together to form a
background. “Greatness lies in being grateful and not in being great.” This Field
The experience which is gained by me during this project is essential for me at this turning
(Assistant Professor) for kind support and supervision under whose kind &
constant guidance I had the opportunity to expand my horizons and view the various
problems from different prospective. I am also thanking her for sparing her valuable
time to listen my problems and difficulties faced by me during the completion of this
project report.
Rudra Rai
important in the field of Business Management. It offers the student to explore the
valuable treasure of experience and an exposure to real work culture followed by the
industries and thereby helping the students to bridge gap between the theories
Field Study plays an important role in future building of an individual so that we can
understand the real world in which he has to work in future. The theories greatly
enhance our knowledge and provide opportunities to blend theoretical with the
practical knowledge where researcher gets familiar with certain aspect of field study. I
TOWARDS HALDIRAM”.
TABLE OF CONTENT
1. Introduction 1
2. Company Profile 4
4. Research Methodology 8
7. Findings 35
9. Conclusion 39
10. Bibliography 40
11. Annexure 42
Chapter – I
Introduction
INTRODUCTION
with your company again and again. Most often, these strategies involve incentivizing
Loyalty marketing focuses bringing back and retaining existing and past customers
with initiatives and incentives—which is better for your business. Here’s why.
According to data from Forrest Research, it costs five times as much to acquire new
customers than it does to keep current ones (how to lower your customer acquisition
costs here!).
Think about all the steps you need to take before a potential customer decides to buy
from you. You have to make them aware that your brand exists, tell them what you
do, and explain why you do it better than other brands. Then you have to convince
them to take the first step in checking out your website. Once they’re on, you have to
impress them enough and provide a seamless user design flow to help make
purchasing easier.
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Now, imagine you were trying to convince an existing customer to buy from you
again.
You could easily skip most of the steps where you educate them about your brand.
Since they already know you and have first-hand experience with your products, you
existing one, it’s clear that focusing on existing customers makes better financial
sense—which is why customer engagement and loyalty are essential to any growth
marketing strategy.
Of course, a business cannot survive on just its existing customers. But that being
said, if you don’t already have a solid customer loyalty strategy in place, we suggest
Engaging existing customers is not only cheaper, but also easier. Existing customers
already have prior knowledge and experience with your brand, so it seems easier to
existing customer is 60-70%. On the other hand, the probability of selling to a new
customer is 5-20%.
Global research and advisory firm Gartner Group also released a statistic on customer
loyalty that stated 80%of your company’s future revenue will come from just 20%
These statistics show that customer retention strategies are essential to the long-term
profitability of your company and is something you should focus on right away.
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How to use customer loyalty to grow your brand
Customer loyalty is tricky because customers are not bound by anything to stick with
you. A loyal customer can jump to another brand for a ton of different reasons.
Another brand may be more accessible, or they may just want to change and try out a
But there are customer loyalty marketing strategies you can use to make sure your
It’s normal in business for customers to come and go. But as marketers and business
Before you try to retain your customers, you need to understand why they are leaving.
And it’s important to ask the flipside of that question, too: Why are your current
customers staying?
There are few different strategies to get your customers to give you this feedback.
When customers use your products, they will have an opinion about it. The best way
to know how they feel about it is to provide channels which they can use to inform
Some opinions can be potential reasons for them leaving in the future, or they could
Nike is one great example. The company handles customer support and feedback on
Social media channels like Twitter serve as an option that customers can go to when
they need help. To gain better insight into how your customers feel, you have to be
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Chapter – 2
Company Profile
COMPANY PROFILE
India. It is India’s one of the most popular brand for snacks and Sweets. Haldiram
offers a wide range of Sweets, Namkeens, Cookies, frozen food, Wraps and many
Points Information
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New Delhi – 110044
Email [email protected]
Website www.haldiram.com
Products
Snacks
Mathis
Namkeens
Papad
Pickles
Diet Snacks
Baked Snacks
Sweets
Beverages
Frozen Foods
Potato Chips
Dry Fruits
Establishment
various products like snacks, Sweets, Beverages, frozen food and many more. In
1937, established in the form of a small retail Sweet & Namkeen shop in Bikaner,
Rajasthan, a small but significant town in the Thar Desert. Shri Shivkisan
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Agrawal, the founder of Haldiram’s always cherished the dream of building an
Vision
Mission
Make available authentic, tasty and quality vegetarian food products made
Provide a friendly working environment that attracts best talent and offers
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Chapter – 3
Lucknow City.
To study the consumer behaviour towards the quality, availability, price and
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Chapter – 4
Research Methodology
RESEARCH METHODOLOGY
A proper and systematic research methodology is followed in the study the consumer
preference about various snacks brands. Research methodology of the present study
includes the brief description about; sources of data, sampling design along with tools
and techniques used for analysis and interpretation of the data. Firstly, sources of data
used for the present study is elaborated in which process of drafting the questionnaire,
pretesting and finalization along with other sources to collect the data is discussed.
The process of selecting sample for the present study is highlighted in sample design.
Under the head ' statistical tools used for analysis ', different tools and techniques used
for analysing and interpretation of the data collected are discussed which highlights
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Sources of Data Collection
The present study is mainly based on primary data, but both primary and secondary
sources of data are used for the purpose of the study. Primary data are those which are
collected for the first time and are original in character. Among the various methods
Secondary data means data that are already available or collected and analysed. To
understand the consumer behaviour and to gather the related information related to the
research various reliable secondary sources such as books, magazines, reports, and
The following steps have been taken for the collection of primary data:-
research study.
B. Pre - Testing of questionnaire: - For the purposes of the questionnaire pre - testing,
five questionnaires are given to different individuals and problems that they have
faced related to the questionnaire, are asked to them. On the bases of their views,
questionnaire is framed. Complex sentences have been changed into simple form;
some questions which are deemed to be unnecessary, have been removed; and the
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questions which arising conflict have been changed accordingly; these were some
Direct personal interview and observations: - For collecting the data, direct personal
interview method has been applied. For this purpose, face to face contacts with
various respondents have made from who the data is to be obtained. Any doubt or
query of the respondents related to the questionnaire is solved at the same time. Any
observation method. Thus, the information obtained in the present study is the first
Sampling Design
Sampling is a mean of selecting a subset of units from a target population for the
the population as a whole. The subset of units that are selected is called a sample.
Sample Size:-In the present research study the data is collected from 100
respondents.
Sampling Technique: - In the present research study, the data was collected by using
simple random sampling techniques. The simple random sampling refers to any
sampling method where every unit of population have a equal chance to be selected
After collecting the data from primary sources, the data has been classified in the
desired manner for analysis and interpretation consisted with the objective of the
study. The analysis and interpretation of such data has been done with the help of
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different mathematical and statistical tools. For the present study various tools and
Mathematical Tools:-In present study, mathematical tools are used to represent the
data recorded in tabulation form, under which simple percentage method is used for
the purpose.
is calculated as :
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Chapter – 5
In order to know the reliability of the study, it become necessary t know about the
limitations and difficulties faced during the study is conducted, which limits the
outcomes of the study. The following are some limitations of the present study:-
1. The study is conducted in Lucknow district of UP only. The other districts were
not included in the study.
2. The study is based on the primary data which has been collected from the
respondents; therefore the results might have been affected by sampling error.
3. To study consumer preference and consumer behaviour requires a depth study, but
in the present study keeping in the view the time constraint, it has been decide to
restrict the study the preference only.
4. Sometime respondents were not willing to fill up questionnaires with full heart due
to lack of time, awareness of the research area and many other reasons.
5. Inadequate, irrelevant
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Chapter – 6
1. Gender Male 70 70
Female 30 30
2. Age ( years ) 10 – 20 12 12
21 – 35 60 60
36 – 50 22 22
51 and Above 06 06
Under – Metric 12 12
Matriculate 08 08
Higher Secondary 08 08
Graduation 48 48
Post-Graduation 08 08
Any Other 08 08
4. Profession Unemployed 57 57
Govt. Employee 19 19
Pvt. Employee 09 09
Self – Employed 09 09
Other 06 06
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3.1 - 6 Lakh 16 16
6.1 - 10 Lakh 12 12
Table 3.1 makes clear that out of 100 respondents, male were 70% and female were
30 % in the age group of 10 - 20 (12%), 21 - 35 (60%), 36 - 50 (22%), and 51 year
and above (6%) respondents were.
Out of 100 respondents, illiterate (8%), under - metric (12%), matriculate (8%),
higher secondary (8%), graduate (48%), post graduate (8%) and any other (8%) were.
And occupational status of these respondents were, that out of 100 respondents,
unemployed (57%), govt. employee (19%), private employee (9%), self - employed
(9%), and other (6%) were.
Table is also showing the data about the income level of these tourists that, out of 100
respondents, between the income level of1.1 - 3 lakh (72%), 3.1 - 6 lakh (16%), 6.1 -
10 lakh (12%), 10.1lakh and above (0%) respondents were.
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Particulars Frequency Percentage
Pepsico 25 25
Haldirams 45 45
Lehar 05 05
DevJi 25 25
Total 100 100
Pepsico
Haldirams
Lehar
DevJi
Cermica
Table 3.2 and Graph 3.1 make clear that out of 100 respondents, majority of
respondents that is 25% prefers pepsico. 45% respondents prefer Haldiram snacks,
05% prefers Lehar, and 25% prefers devji.
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Q :-Have you tasted Haldiram’s snacks?
Yes
No
Table 3.2 and Graph 3.1 makes clear that out of 100 respondentsalltasted the
haldirams snacks.
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Q :-How frequently you purchase the Haldiram’s snacks in a month?
Fequency of Purchase
Daily
Fortnightly
Weekly
Can't say Exactly
Table 3.3 and Graph 3.2 makes clear that out of 100 respondents, majority of
respondents that is 40% purchase haldiramssnacks Daily.36 % respondents purchases
weekly ,18% purchases Haldirams snacks fortnightly and 06% have said that they
don’t know about their frequency of purchase.
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Q :-Have you found any difference in Haldiram’s snacks as compare to other
snacks brands?
Table 3.5 :- Difference between Haldiram snacks and other brands of snacks
( N = 100 )
Particulars Frequency Percentage
Yes 81 81
No 19 19
Total 100 100
Graph 3.4 :-Difference between Haldiram snacks and other brands of snacks
Yes
No
Table 3.4 and Graph 3.3 makes clear thatout of 100 respondents, majority of
respondents that is 81% has said that they have found difference in Haldirams snacks
as compare to other brands of snacks, while rest of the 19% has said that they didn’t
find any difference between Haldirams snacks and other snacks brands.
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Q :-Haldiram’s snacks are :-
Very Tasty
Tasty
Can't say anything
Distaste
Very Distaste
Table 3.5 and Graph 3.4 makes clear that out of 100 respondents, majority of
respondents that is 47% has said that Haldirams snacks are tasty, 31% has said that
Haldirams snacks are very tasty and rest of the 22% respondents said that they can’t
say anything about the taste of Haldirams snacks.
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Q :-Which type of Haldiram’s snacks do you like most?
Taka – Tak
SnackLite
Whoopies
Chips
Chees – Balls
Any Other
Table 3.6 and Graph 3.5 makes clear that out of 100 respondents, majority of
respondents that is that 23% like taka-tak, same like snacklite, and the same like the
chips of Haldiram. 16% respondents like chees-balls, 8% likes whoopies, and rest of
the 7% likes any other products of haldirams.
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Q :-You like the Haldiram’s snacks due to their
Table 3.7 :-Factor due to them customers likes the Haldiram Snacks
Taste
Affordable Price
Brand Name
Any Other reason
Table 3.7 and Graph 3.6 makes clear that out of 100 respondents, majority of
respondents that is 53% respondents has said that they like haldirams snacks due to
their brand name, 31% of respondents likes due to taste, 8% likes due to affordable
price, and rest of the 85 likes Haldirams products due to any other reason.
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Q :-The price of Haldiram’s snacks is
Very High
High
Neither High nor Low
Low
Very Low
Table 3.8 and Graph 3.7 makes clear that out of 100 respondents, majority of
respondents that is 47% has said that the price of the Haldiram snacks is neither high
nor low, 45% has said that the price is very high and rest of the 8% has said that the
price of Haldirams snacks is high.
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Q :-The quality of Haldiram’s snacks is
Very Good
Good
Neither Good nor Bad
Bad
Very Bad
Table 3.9 and Graph 3.8 makes clear that out of 100 respondents, majority of
respondents that is 45% has said that the quality of Haldirams snacks is very good,
40% has said that the quality of the Haldirams snacks is neither good nor bad and rest
of the 15% has said that the Haldirams snacks are good.
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Q :-. Which pack of Haldiram’s snacks you buys most?
24 g Rs. 05
60 g Rs. 10
100 g Rs. 20
Any Other
Table 3.10 and Graph 3.9 makes clear that out of 100 respondents, majority of
respondents that is 45% of the respondents likes to buy 60g pack of Rs. 10 of
Haldirams snacks, 35% respondents likes to buy 24g pack of Rs. 5, and rest of the
20% has said that they like to buy the 100g pack of Rs. 20 of Haldirams snacks.
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Q :-Haldiram’s charges the right price for their products.
Strongly Agree
Agree
Neither agree nor disagree
Disagree
Strongly Disagree
Table 3.11 and Graph 3.10 makes clear that out of 100 respondents, majority of
respondents that is 40% of respondents are neither agree nor disagree with the
statement that Haldiram charges right price for the right product to its customers, 30%
respondents are agree with the statement, 10% respondents are strongly agree with the
statement and rest of the 20% respondents are disagree with the statement that
Haldirams charges the right price for its product.
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Q :-Do you want more verities in Haldiram’s snacks?
Yes
No
Table 3.12 and Graph 3.11 makes clear that out of 100 respondents that is 95%
respondents wants more verities in Haldirams snacks while rest of the 5%
respondents are satisfied with present verities .
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Q :-Are you satisfied with the packaging of Haldiram’s products?
Yes
No
Table 3.13 and Graph 3.12 makes clear that out of 100 respondents, majority of
respondents that is 90% of the respondents are satisfied with the packaging of
Haldirams products, while rest of the 10% respondents are not satisfied with the
present packaging of Haldiram’s products.
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Q :-Do you want any change in the packaging of haldiram’s snacks?
Yes
No
Table 3.13 and Graph 3.12 makes clear that out of 100 respondents, majority of
respondents that is 80% of respondents don’t want any type of change in the present
packaging of Haldiram products, while 20% of respondents wants that the present
packaging of the p[products should be change.
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Q :- If yes then which type of change do you want?
Size
Colour Theme
Pack Rapper
Any other
Table 3.14 and Graph 3.13 makes clear that out of 100 respondents, majority of
respondents that is 45% of respondents want that the size of packaging should be
change, 25% wants that the color theme should be changed, 20% respondents want
that the rapper of pack should be changed and rest of 10% want any other type of
change regarding the Haldirams snacks.
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Q :- The quantity of snacks packs is satisfactory in the various packs of
Haldirams Snacks
Table 3.17 :-Quantity of snacks in various packs
(N = 100)
Particulars Frequency Percentage
Strongly Agree 18 18
Agree 18 18
Neither agree nor disagree 27 27
Disagree 00 00
Strongly Disagree 37 37
Total 100 100
Strongly Agree
Agree
Neither agree nor disagree
Disagree
Strongly Disagree
Table 3.15 and Graph 3.14 makes clear that out of 100 respondents, majority of
respondents that is 37% are strongly dis agree with the statement that the quantity of
the snacks is satisfactory in the various packs of Haldirams snacks, 25% are Neither
agree nor disagree with the statement, 18% are agree, the same is strongly agree with
statement.
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Q :-Does the Packing of Haldirams Snacks is comfortable to open ?
Yes
No
Table 3.16 and Graph 3.15 makes clear that out of 100 respondents, majority of
respondents that is 825 of the respondents has said that the packaging of Haldiram
snacks is comfortable to open while rest of 18% has said that the packaging of
Haldiram snacks is not comfortable to open.
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Q :-Does the Haldiram’s Snacks caused any negative effects on your health?
Yes
No
Table 3.17 and Graph3.16 makes clear that all 100% respondents have said that
Haldirams snacks has not caused any negative effect on their health.
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Q :-How would you rate the taste Haldiram’s snacks on the scale of 5 points?
Very Good
Good
Neither Good nor Poor
Bad
Very Bad
Table 3.18 and Graph 3.17 makes clear that out of 100 respondents, majority of
respondents that is 46% has rated the taste of Haldiram products is very good, 36%
has given it the good rating and the rest of 18% has said that the taste of haldirams
snacks is neither good nor bad.
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Q :-How would you rate the Haldiram’s products in all aspects?
Overall rating
Very Good
Good
Neither Good nor Bad
Bad
Very Bad
Table 3.19 and Graph 3.18 makes clear that out of 100 respondents, majority of
respondents that is 64% has rated the taste of Haldiram products is very good in
overall rating , 18% has given it the good rating, and the rest of 18% has said that the
overall rating of haldiram's snacks is neither good nor bad.
Chapter – 7
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Findings
FINDINGS
Haldiram, 25% prefers pepsico. snacks, 05% prefers Lehar, 25% prefers devji .
respondents purchases weekly, 18% purchases Haldirams snacks fortnightly and 06%
have said that they don’t know about their frequency of purchase.
Majority of respondents that is 81% has said that they have found difference in
Haldirams snacks as compare to other brands of snacks, while rest of the 19% has said
that they didn’t find any difference between Haldirams snacks and other snacks
brands. Majority of respondents that is 47% has said that Haldirams snacks are tasty,
31% has said that Haldirams snacks are very tasty and rest of the 22% respondents
said that they can’t say anything about the taste of Haldirams snacks. Out of 100
respondents, majority of respondents that is that 23% like taka-tak, same like
snacklite, and the same like the chips of Haldiram. 16% respondents like chees-balls,
8% likes whoopies, and rest of the 7% likes any other products of haldirams. Majority
of respondents that is 53% respondents has said that they like haldirams snacks due to
their brand name, 31% of respondents likes due to taste, 8% likes due to affordable
price, and rest of the 85 likes Haldirams products due to any other reason.
Out of 100 respondents, majority of respondents that is 47% has said that the price of
the Haldiram snacks is neither high nor low, 45% has said that the price is very high
and rest of the 8% has said that the price of Haldirams snacks is high. Majority of
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respondents that is 45% has said that the quality of Haldirams snacks is very good,
40% has said that the quality of the Haldirams snacks is neither good nor bad and rest
of the 15% has said that the Haldirams snacks are good. Majority of respondents that
is 45% of the respondents likes to buy 60g pack of Rs. 10 of Haldirams snacks, 35%
respondents likes to buy 24g pack of Rs. 5, and rest of the 20% has said that they like
neither agree nor disagree with the statement that Haldiram charges right price for the
right product to its customers, 30% respondents are agree with the statement, 10%
respondents are strongly agree with the statement and rest of the 20% respondents are
disagree with the statement that Haldirams charges the right price for its product. Out
of 100 respondents that is 95% respondents wants more verities in Haldirams snacks
Majority of respondents that is 90% of the respondents are satisfied with the
packaging of Haldirams products, while rest of the 10% respondents are not satisfied
80% of respondents don’t want any type of change in the present packaging of
Haldiram products, while 20% of respondents wants that the present packaging of the
45% of respondents want that the size of packaging should be change, 25% wants that
the colour theme should be changed, 20% respondents want that the rapper of pack
should be changed and rest of 10% want any other type of change regarding the
Haldirams snacks.
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Majority of respondents that is 37% are strongly dis agree with the statement that the
quantity of the snacks is satisfactory in the various packs of Haldirams snacks, 25%
are Neither agree nor disagree with the statement, 18% are agree, the same is strongly
agree with statement. Majority of respondents that is 825 of the respondents has said
that the packaging of Haldiram snacks is comfortable to open while rest of 18% has
All 100% respondents has said that Haldirams snacks has not caused any negative
effect on their health. Majority of respondents that is 46% has rated the taste of
Haldiram products is very good, 36% has given it the good rating and the rest of 18%
has said that the taste of haldirams snacks is neither good nor bad. Majority of
respondents that is 64% has rated the taste of Haldiram products is very good in
overall rating , 18% has given it the good rating, and the rest of 18% has said that the
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Chapter-8
The research study has revealed a lot of facts various brands of Haldiram’s. On the
basis of these findings the researcher is suggesting the following suggestions to the
various snacks makers.
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Chapter-9
Conclusion
CONCLUSION
In the end, the researcher has reached to the conclusion that the market of Lucknow
district of UP, the Haldiram’s has the largest market share as compared to other
Snacks brands. It is due to the taste of the Haldiram’s and affordable price of the
brand. In order to increases the sale in this particular district the various companies of
Haldiram’s have to think upon the taste, price and packaging of their products. The
quality the product matters more in case of eatable products, so the various snacks
makers should focus on the quality part of the product. If we talk about the packaging,
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Bibliography
BIBLIOGRAPHY
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Science,Vol.30.
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8. Hanson & Lott. (1995). Externalities and Corporate Objectives in the World with
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10. Kotler, P. & Gary Armstrong, (2005). Principles of Marketing, Prentice Hall of
11. Loudon, David L. &Bitta Albert J. Della., (2008).Consumer Behaviour, Fourth ed.
McGrawhill.
12. NeerajGautam, Kokil Jain, (2008). Consumer Behaviour, Gyan Books Pvt Ltd.
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16. Soma Sen Gupta, (2005). Consumer Behaviour, New Century Publications,
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QUESTIONNAIRE
1. Name (optional) :-
.Age :-a) 10-20 yr. b) 21-35 yr.
c) 36-50 yr. d) 51 yr. or above
Gender: -a) Male b) Female
Educational Level : - a) Illiterate b) Under matric c) Matriculate
d) Higher Secondary e) Graduate f) Post Graduate
g) Other.
Income:-a) 0-1 lakh b) 1.1-3 lakh c) 3.1-6 lakh
d) 6.1-10 lakh e) 10.1 lakh above
Profession: -a) Unemployed b) Govt. Job c) Private Job
d) Self-Employed e) Other.
a) Pepsico
b) Haldirams
c) Lehar
d) DevJi
a) Yes b) No
Q4. How frequently you purchase the Haldiram’s snacks in a month?
a) Daily
b) Fortnightly
c) Weekly
d) Can’t say exactly
Q5. Have you found any difference in Haldiram’s snacks as compare to other snacks
brands?
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b) Yes b) No
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Q10. The quality of Haldiram’s snacks is
a) Very Good
b) Good
c) Neither good or bad
d) Bad
e) Very Bad
a) 24 g Rs. 5
b) 60 g Rs. 10
c) 100 g Rs. 20
d) Any other
a) Yes b) No
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Q16. The quantity of snacks packs satisfactory in the various packs of Haldiram’s
snacks.
a) Strongly Agree
b) Agree
c) Can’t say anything
d) Disagree
e) Strongly disagree
a) Yes b) No
Q18. Does the Haldiram’s Snacks cause any negative effects on your health?
a) Yes b) No
Q19. How would you rate the taste Haldiram’s snacks on the scale of 5 points?
Q20. How would you rate the Haldiram’s products in all aspects?
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