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“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.1 showing occupation of the consumers Particulars
Number
Percentage
Gov employee
16
27
Self-employee
20
33
Private
18
30
Others
6
10
TOTAL
60
100
Chart 4.1 showing occupation of the consumers number
percentage
33%
35
30% 30
27%
25
20 20
18
16
15 10% 10
6
5 0
Gov employee
self-employee
private
others
Interpretation Among 60 samples,33% customers are self-employed, 30% customers are private employees, 27% customers are government employees and 10% customers are occupied in other jobs.
17 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.2 Showing monthly income of the consumers Particulars
Number
Percentage
Below 10000
10
17
10000-20000
20
33
20000-30000
18
30
30000 above
12
20
TOTAL
60
100
Chart 4.2 Showing monthly income of the consumers
30000 above 20%
Below 10000 17%
10000-20000 33%
20000-30000 30%
Interpretation Among 60 respondents,33% customers are self-employed, 30% customers are private employees, 17% customers are Gov. Employees and 17% customers belong to other jobs.
18 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.3 The products of MILMA Product Name
Number
Percentage
Milk
10
16.6
Curd
6
10
Ghee
4
6.6
Buttermilk
15
25
Ice cream
20
33.3
Milma plus
5
8.3
TOTAL
60
100
Chart 4.3 the products of MILMA Number
Percentage 33.3%
25% 20 16.6%
15
10
10% 6
Milk
Curd
8.3%
6.6%
5
4
Ghee
Buttermilk
Icecream
Milmaplus
Interpretation Among 60 samples, 33.3% customers use ice-cream, 25% customers use buttermilk, 16.6% customers use milk, 19% uses curd, 8.3% customers uses Milma plus and 6.6% customers uses ghee.
19 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.4 Publicity of MILMA products
Source
Number
Percentage
Advertisement
20
33.3
Relatives
8
13.3
Television
18
30
Newspaper
12
20
Other source
2
3.3
TOTAL
60
100
Chart 4.4 Publicity of MILMA products Number
Percentage
33.3% 30%
20
20%
18 13.3%
12
8 2 3.3% Advertisement
Relatives
Television
Newspaper
Other source
Interpretation Publicity of Milma comes through different sources. 33.3% publicity comes from advertisement, 30% publicity comes from television, 20% publicity comes from newspaper, 13.3 % publicity comes from relatives and 3.3% publicity is gained through other sources.
20 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.5 Consistency in using the product Options
Number
Percentage
Very frequently
20
33.3
Frequently
15
25
Occasionally
11
18.3
Rarely
9
15
Very rarely
5
8.3
TOTAL
60
100
Chart 4.5 Consistency in using the product Number
Percentage
33.3% 25% 20
18.3% 15
15% 11
9
8.3% 5
Very frequently
Frequently
Occasionally
Rarely
Very rarely
Interpretation From this graph, it’s understood that, 33.3%of respondents buy Milma products very frequently, 25% of respondents purchases Milma products frequently,18.5% of respondents purchases Milma products occasionally, 15% and 8.3% of respondents purchases Milma products rarely and very rarely respectively.
21 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.6 Value of money Options
Number
Percentage
Strongly Agree
8
13.3
Agree
18
30
Neutral
23
38.3
Disagree
6
10
Strongly Disagree
5
8.3
TOTAL
60
100
Chart 4.6 Value of money Number
Percentage
38.3% 30% 23 18
13.3%
10%
8
Strongly Agree
6
Agree
Neutral
Disagree
5
8.3%
Strongly Disagree
Interpretation Among 60 samples, 38.3% respondents neutrally agree that Milma provides best value for money, 30% respondents agree that Milma provides best value for money, 13.3% respondents strongly agree that Milma provides best value for money, 10% and 8.3% respondents disagree and strongly disagree the same respectively.
22 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.7 Availability of MILMA products Options
Number
Percentage
Strongly Agree
5
8.3
Agree
18
30
Neutral
23
38.3
Disagree
8
13.3
Strongly Disagree
6
10
TOTAL
60
100
Chart 4.7Availability of MILMA products Number
Percentage
38.3% 30%
23
18
13.3% 10%
8.3% 8
5 Strongly Agree
Agree
Neutral
Disagree
6 Strongly Disagree
Interpretation Among 60 samples, 38.3% respondents neutrally agree that Milma products are easily available, 30% respondents agree that the Milma products are easily available, 13.3% respondents disagree about the easy availability of Milma products, 8.3% respondents strongly agree that the Milma products are easily available and 10% respondents strongly disagree about their easy availability.
23 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.8 Price comparison with competitors Options
Number
Percentage
Very High
20
33.3
High
18
30
Neutral
12
20
Low
8
13.3
Very Low
2
3.3
TOTAL
60
100
Chart 4.8Price comparison with competitors Very High
High
Neutral
Low
Very low
3.3%
13.3% 33.3%
20%
30%
Interpretation Among 60 samples, 33.3% respondents says that Milma’s price is very high compared to its competitors, 30% respondents are of the opinion that Milma’s price is high compared to its competitor products, 20% respondents are of the opinion that Milma’s price is in neutral with its competitor products, and 13.3% are of the opinion that Milma’s price is low when compared with competitor products and 3.3% respondents are of the view that Milma’s price is very low compared to its competitor products.
24 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.9 Customer satisfaction Options
Number
Percentage
Strongly Agree
11
18.3
Agree
20
33.3
Neutral
15
25
Disagree
5
8.3
Strongly Disagree
9
15
TOTAL
60
100
Chart 4.9 Customer satisfaction Percentage
Strongly Disagree Disagree
Number 15%
9 5
8.3%
Neutral Agree Strongly Agree
25%
15 20
33.3%
18.3%
11
Interpretation From the above graph, its understood that, 33.3% respondents agree that they are satisfied with the quality of Milma products, 25% respondents are neutrally satisfied with the quality of Milma products, 18.3% respondents strongly agree that they are satisfied with quality of Milma products, 15% respondents strongly disagree that they are satisfied with its quality and 8.3% respondents disagree about their satisfaction level with the quality of Milma products.
25 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.10 Reachability and accessibility Options
Number
Percentage
Strongly Agree
10
16.6
Agree
20
33.3
Neutral
10
16.6
Disagree
18
30
Strongly Disagree
2
3.3
TOTAL
60
100
Chart 4.10 Reachability and accessibility Number
Percentage
33.3%
35
30% 30 25 20 20
16.6%
16%
18
15 10
10
10 5
2
3.3%
0 Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Interpretation From the graph, its understood that, 33.3% respondents agree that they are satisfied with the reachability and accessibility of Milma products, 30% respondents disagree that they are satisfied with their reachability and accessibility, 16.6% respondents strongly agree that they are satisfied, 3.3% and 16.6% respondents strongly disagree and neutrally agree about their satisfaction with the reachability and accessibility of Milma products.
26 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.11 Purchase dealers Source
Number
Percentage
Agent
15
25
Retailer
20
33.3
Suppliers
15
25
Home Delivery
10
16.6
TOTAL
60
100
Chart 4.11 Purchase dealers Number
Percentage 33.3%
25%
25% 20
15
16.6%
15 10
Agent
Retailer
Suppliers
Home Delivery
Interpretation Among 60 samples, 33.3% respondents buy Milma products from retailers, 25% respondents buy Milma products through agents and suppliers respectively, 16.6% respondents opt home delivery options.
27 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.12 Taste of MILMA products
Options
Number
Percentage
Strongly Agree
14
23.4
Agree
15
25
Neutral
23
38.3
Disagree
6
10
Strongly Disagree
2
3.3
TOTAL
60
100
Chart 4.12 Taste of MILMA products Strongly Agree
Agree
10%
Neutral
Disagree
Strongly Disagree
3% 23%
39% 25%
Interpretation From the graph, its understood that 39% respondents are neutrally satisfied with the taste of Milma products, 25% respondents agree that they are satisfied with the taste of Milma products, 23% respondents strongly disagree that they are satisfied with the taste of Milma products, 10% and 3% respondents disagree and strongly disagree that they are satisfied with the taste of Milma products respectively.
28 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.13 Freshness of MILMA products Options
Number
Percentage
Strongly Agree
15
25
Agree
20
33.3
Neutral
12
20
Disagree
9
15
Strongly Disagree
4
6.6
TOTAL
60
100
Chart 4.13 Freshness of MILMA product Number
Percentage
33.3% 25% 20%
15% 15 Strongly Agree
20
Agree
12
9
Neutral
Disagree
6.6% 4 Strongly Disagree
Interpretation From the graph, its understood that 33.3% respondents agree that they are satisfied with the freshness of Milma products, 25% respondents strongly agree that they are satisfied with the freshness of Milma products, 20% respondents are neutrally satisfied with the freshness of Milma products, 15% and 6.6% respondents disagree and strongly disagree about their satisfaction with the freshness of Milma products respectively.
29 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.14 Packaging Options
Number
Percentage
Strongly Agree
20
33.3
Agree
15
25
Neutral
11
18.3
Disagree
9
15
Strongly Disagree
5
8.3
TOTAL
60
100
Chart 4.14 Packaging 33.3%
35 30 25
25% 20
20
18.3% 15
15%
15
11
9
10
8.3% 5
5 0 Strongly Agree
Agree
Neutral Number
Disagree
Strongly Disagree
Percentage
Interpretation Among 60 samples, 25% respondents agree that they are satisfied with the packaging of Milma products, 18.3% respondents neutrally agree that they are satisfied with the packaging of Milma products, 15% and 8.3% respondents disagree and strongly disagree that they are satisfied with the packaging of Milma products respectively.
30 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.15 Showing opinion about the delivery. Options
Number
Percentage
Strongly Agree
6
10
Agree
15
25
Neutral
23
38.3
Disagree
14
23.4
Strongly Disagree
2
3.3
TOTAL
60
100
Chart 4.15 Opinion about the delivery. Number
Percentage 38.3%
25%
23.4%
23
15
14
10% 6 2 Strongly Agree
Agree
Neutral
Disagree
3.3%
Strongly Disagree
Interpretation From the graph, 38.3% respondents are neutrally satisfied with the delivery of Milma products, 25% respondents agree that they are satisfied with the delivery of Milma products, 23.4% respondents disagree that they are satisfied with the delivery of Milma products, 10% and 3.3% respondents strongly agree and strongly disagree that they are satisfied with the delivery of Milma products respectively.
31 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.16 Suggestion of MILMA products Options
Number
Percentage
Strongly Agree
10
16.6
Agree
10
16.6
Neutral
20
33.3
Disagree
18
30
Strongly Disagree
2
3.3
TOTAL
60
100
Chart 4.16 Suggestion of MILMA products NUMBER
Percentage
33.3% 16.6% 10
30%
16.6% 20 18
10
3.3% Strongly Agree
2 Agree
Neutral
Disagree Strongly Disagree
Interpretation Among 60 samples, 33.3% respondents neutrally agree that they suggest Milma products to their friends and relatives, 30% respondents disagree that they suggest Milma products to their friends and relatives, 16.6% respondents strongly agree and agree that they suggest Milma products to their friends and relatives respectively and 3.3% respondents strongly disagree that they suggest Milma products to their friends and relatives.
32 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.17 Opinion about Milma Advertisement Particulars
Number
Percentage
Extremely satisfied
10
17
Satisfied
44
73.3
Dissatisfied
6
10
TOTAL
60
100
Chart 4.17 Opinion Milma Advertisements Number
Percentage
73.3%
44 17% 10% 6
10 Extremely satisfied
Satisfied
Dissatisfied
Interpretation Table 4.17 shows that 73.3% is satisfied with the advertisement of milma products. 17% of customers are extremely satisfied and 10% are dissatisfied of milma products.
33 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.18 Monthly expenditure on milma products Particulars
Number
Percentage
Below Rs 500
35
58
Rs 500-Rs 1000
10
17
Above Rs 1000
15
25
TOTAL
60
100
Chart4.18 Monthly expenditure on milma products Number
Percentage
70
58%
60 50 40
35
30
25% 17%
20
15
10 10 0 Below Rs 500
Rs 500-Rs 1000
Above Rs 1000
Interpretation Table 4.18 shows that 58% customers who spend on milma products for less than Rs 500, 25% of customers spent Rs. 1000 & 10% spend between Rs.500 to Rs.1000 per month.
34 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.19 Complaints about milma products Particulars
Number
Percentage
High price
10
17
Lack of availability
17
28
Quality
10
17
Others
23
38
TOTAL
60
100
Chart4.19 Complaints about milma products Number
Percentage
40
38% 28%
30 20
17% 10
17
17%
23
10
10 0 High price
Lack of availability
Quality
Others
Interpretation Table4.19 shows that 28% of customers complained that there is a lack of availability in milma products. 17% of customers complained that the Milma products have high price % less quality. 38% complaint on the other factors relating to Milma products.
35 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.20 Rating of Milma products Particulars
Number
Percentage
Very good
15
25
Good
35
58
Average
10
17
Bad
0
0
TOTAL
60
100
Chart 4.20 Rating of Milma products 70 58%
60 50 40 30
25% 17%
20
10 Bad, 0 0 Very good
Good Number
Average
Bad
Percentage
Interpretation Table 4.20 shows that 20% customer’s opinion is very good58% respondents said that it is good. 17% said that it is average & no one said that is a bad product.
36 BMCCA Aluva
Department of Commerce
Table 4.1 showing occupation of the consumers Particulars
Number
Percentage
Gov employee
16
27
Self-employee
20
33
Private
18
30
Others
6
10
TOTAL
60
100
Chart 4.1 showing occupation of the consumers number
percentage
33%
35
30% 30
27%
25
20 20
18
16
15 10% 10
6
5 0
Gov employee
self-employee
private
others
Interpretation Among 60 samples,33% customers are self-employed, 30% customers are private employees, 27% customers are government employees and 10% customers are occupied in other jobs.
17 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.2 Showing monthly income of the consumers Particulars
Number
Percentage
Below 10000
10
17
10000-20000
20
33
20000-30000
18
30
30000 above
12
20
TOTAL
60
100
Chart 4.2 Showing monthly income of the consumers
30000 above 20%
Below 10000 17%
10000-20000 33%
20000-30000 30%
Interpretation Among 60 respondents,33% customers are self-employed, 30% customers are private employees, 17% customers are Gov. Employees and 17% customers belong to other jobs.
18 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.3 The products of MILMA Product Name
Number
Percentage
Milk
10
16.6
Curd
6
10
Ghee
4
6.6
Buttermilk
15
25
Ice cream
20
33.3
Milma plus
5
8.3
TOTAL
60
100
Chart 4.3 the products of MILMA Number
Percentage 33.3%
25% 20 16.6%
15
10
10% 6
Milk
Curd
8.3%
6.6%
5
4
Ghee
Buttermilk
Icecream
Milmaplus
Interpretation Among 60 samples, 33.3% customers use ice-cream, 25% customers use buttermilk, 16.6% customers use milk, 19% uses curd, 8.3% customers uses Milma plus and 6.6% customers uses ghee.
19 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.4 Publicity of MILMA products
Source
Number
Percentage
Advertisement
20
33.3
Relatives
8
13.3
Television
18
30
Newspaper
12
20
Other source
2
3.3
TOTAL
60
100
Chart 4.4 Publicity of MILMA products Number
Percentage
33.3% 30%
20
20%
18 13.3%
12
8 2 3.3% Advertisement
Relatives
Television
Newspaper
Other source
Interpretation Publicity of Milma comes through different sources. 33.3% publicity comes from advertisement, 30% publicity comes from television, 20% publicity comes from newspaper, 13.3 % publicity comes from relatives and 3.3% publicity is gained through other sources.
20 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.5 Consistency in using the product Options
Number
Percentage
Very frequently
20
33.3
Frequently
15
25
Occasionally
11
18.3
Rarely
9
15
Very rarely
5
8.3
TOTAL
60
100
Chart 4.5 Consistency in using the product Number
Percentage
33.3% 25% 20
18.3% 15
15% 11
9
8.3% 5
Very frequently
Frequently
Occasionally
Rarely
Very rarely
Interpretation From this graph, it’s understood that, 33.3%of respondents buy Milma products very frequently, 25% of respondents purchases Milma products frequently,18.5% of respondents purchases Milma products occasionally, 15% and 8.3% of respondents purchases Milma products rarely and very rarely respectively.
21 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.6 Value of money Options
Number
Percentage
Strongly Agree
8
13.3
Agree
18
30
Neutral
23
38.3
Disagree
6
10
Strongly Disagree
5
8.3
TOTAL
60
100
Chart 4.6 Value of money Number
Percentage
38.3% 30% 23 18
13.3%
10%
8
Strongly Agree
6
Agree
Neutral
Disagree
5
8.3%
Strongly Disagree
Interpretation Among 60 samples, 38.3% respondents neutrally agree that Milma provides best value for money, 30% respondents agree that Milma provides best value for money, 13.3% respondents strongly agree that Milma provides best value for money, 10% and 8.3% respondents disagree and strongly disagree the same respectively.
22 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.7 Availability of MILMA products Options
Number
Percentage
Strongly Agree
5
8.3
Agree
18
30
Neutral
23
38.3
Disagree
8
13.3
Strongly Disagree
6
10
TOTAL
60
100
Chart 4.7Availability of MILMA products Number
Percentage
38.3% 30%
23
18
13.3% 10%
8.3% 8
5 Strongly Agree
Agree
Neutral
Disagree
6 Strongly Disagree
Interpretation Among 60 samples, 38.3% respondents neutrally agree that Milma products are easily available, 30% respondents agree that the Milma products are easily available, 13.3% respondents disagree about the easy availability of Milma products, 8.3% respondents strongly agree that the Milma products are easily available and 10% respondents strongly disagree about their easy availability.
23 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.8 Price comparison with competitors Options
Number
Percentage
Very High
20
33.3
High
18
30
Neutral
12
20
Low
8
13.3
Very Low
2
3.3
TOTAL
60
100
Chart 4.8Price comparison with competitors Very High
High
Neutral
Low
Very low
3.3%
13.3% 33.3%
20%
30%
Interpretation Among 60 samples, 33.3% respondents says that Milma’s price is very high compared to its competitors, 30% respondents are of the opinion that Milma’s price is high compared to its competitor products, 20% respondents are of the opinion that Milma’s price is in neutral with its competitor products, and 13.3% are of the opinion that Milma’s price is low when compared with competitor products and 3.3% respondents are of the view that Milma’s price is very low compared to its competitor products.
24 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.9 Customer satisfaction Options
Number
Percentage
Strongly Agree
11
18.3
Agree
20
33.3
Neutral
15
25
Disagree
5
8.3
Strongly Disagree
9
15
TOTAL
60
100
Chart 4.9 Customer satisfaction Percentage
Strongly Disagree Disagree
Number 15%
9 5
8.3%
Neutral Agree Strongly Agree
25%
15 20
33.3%
18.3%
11
Interpretation From the above graph, its understood that, 33.3% respondents agree that they are satisfied with the quality of Milma products, 25% respondents are neutrally satisfied with the quality of Milma products, 18.3% respondents strongly agree that they are satisfied with quality of Milma products, 15% respondents strongly disagree that they are satisfied with its quality and 8.3% respondents disagree about their satisfaction level with the quality of Milma products.
25 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.10 Reachability and accessibility Options
Number
Percentage
Strongly Agree
10
16.6
Agree
20
33.3
Neutral
10
16.6
Disagree
18
30
Strongly Disagree
2
3.3
TOTAL
60
100
Chart 4.10 Reachability and accessibility Number
Percentage
33.3%
35
30% 30 25 20 20
16.6%
16%
18
15 10
10
10 5
2
3.3%
0 Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Interpretation From the graph, its understood that, 33.3% respondents agree that they are satisfied with the reachability and accessibility of Milma products, 30% respondents disagree that they are satisfied with their reachability and accessibility, 16.6% respondents strongly agree that they are satisfied, 3.3% and 16.6% respondents strongly disagree and neutrally agree about their satisfaction with the reachability and accessibility of Milma products.
26 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.11 Purchase dealers Source
Number
Percentage
Agent
15
25
Retailer
20
33.3
Suppliers
15
25
Home Delivery
10
16.6
TOTAL
60
100
Chart 4.11 Purchase dealers Number
Percentage 33.3%
25%
25% 20
15
16.6%
15 10
Agent
Retailer
Suppliers
Home Delivery
Interpretation Among 60 samples, 33.3% respondents buy Milma products from retailers, 25% respondents buy Milma products through agents and suppliers respectively, 16.6% respondents opt home delivery options.
27 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.12 Taste of MILMA products
Options
Number
Percentage
Strongly Agree
14
23.4
Agree
15
25
Neutral
23
38.3
Disagree
6
10
Strongly Disagree
2
3.3
TOTAL
60
100
Chart 4.12 Taste of MILMA products Strongly Agree
Agree
10%
Neutral
Disagree
Strongly Disagree
3% 23%
39% 25%
Interpretation From the graph, its understood that 39% respondents are neutrally satisfied with the taste of Milma products, 25% respondents agree that they are satisfied with the taste of Milma products, 23% respondents strongly disagree that they are satisfied with the taste of Milma products, 10% and 3% respondents disagree and strongly disagree that they are satisfied with the taste of Milma products respectively.
28 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.13 Freshness of MILMA products Options
Number
Percentage
Strongly Agree
15
25
Agree
20
33.3
Neutral
12
20
Disagree
9
15
Strongly Disagree
4
6.6
TOTAL
60
100
Chart 4.13 Freshness of MILMA product Number
Percentage
33.3% 25% 20%
15% 15 Strongly Agree
20
Agree
12
9
Neutral
Disagree
6.6% 4 Strongly Disagree
Interpretation From the graph, its understood that 33.3% respondents agree that they are satisfied with the freshness of Milma products, 25% respondents strongly agree that they are satisfied with the freshness of Milma products, 20% respondents are neutrally satisfied with the freshness of Milma products, 15% and 6.6% respondents disagree and strongly disagree about their satisfaction with the freshness of Milma products respectively.
29 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.14 Packaging Options
Number
Percentage
Strongly Agree
20
33.3
Agree
15
25
Neutral
11
18.3
Disagree
9
15
Strongly Disagree
5
8.3
TOTAL
60
100
Chart 4.14 Packaging 33.3%
35 30 25
25% 20
20
18.3% 15
15%
15
11
9
10
8.3% 5
5 0 Strongly Agree
Agree
Neutral Number
Disagree
Strongly Disagree
Percentage
Interpretation Among 60 samples, 25% respondents agree that they are satisfied with the packaging of Milma products, 18.3% respondents neutrally agree that they are satisfied with the packaging of Milma products, 15% and 8.3% respondents disagree and strongly disagree that they are satisfied with the packaging of Milma products respectively.
30 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.15 Showing opinion about the delivery. Options
Number
Percentage
Strongly Agree
6
10
Agree
15
25
Neutral
23
38.3
Disagree
14
23.4
Strongly Disagree
2
3.3
TOTAL
60
100
Chart 4.15 Opinion about the delivery. Number
Percentage 38.3%
25%
23.4%
23
15
14
10% 6 2 Strongly Agree
Agree
Neutral
Disagree
3.3%
Strongly Disagree
Interpretation From the graph, 38.3% respondents are neutrally satisfied with the delivery of Milma products, 25% respondents agree that they are satisfied with the delivery of Milma products, 23.4% respondents disagree that they are satisfied with the delivery of Milma products, 10% and 3.3% respondents strongly agree and strongly disagree that they are satisfied with the delivery of Milma products respectively.
31 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.16 Suggestion of MILMA products Options
Number
Percentage
Strongly Agree
10
16.6
Agree
10
16.6
Neutral
20
33.3
Disagree
18
30
Strongly Disagree
2
3.3
TOTAL
60
100
Chart 4.16 Suggestion of MILMA products NUMBER
Percentage
33.3% 16.6% 10
30%
16.6% 20 18
10
3.3% Strongly Agree
2 Agree
Neutral
Disagree Strongly Disagree
Interpretation Among 60 samples, 33.3% respondents neutrally agree that they suggest Milma products to their friends and relatives, 30% respondents disagree that they suggest Milma products to their friends and relatives, 16.6% respondents strongly agree and agree that they suggest Milma products to their friends and relatives respectively and 3.3% respondents strongly disagree that they suggest Milma products to their friends and relatives.
32 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.17 Opinion about Milma Advertisement Particulars
Number
Percentage
Extremely satisfied
10
17
Satisfied
44
73.3
Dissatisfied
6
10
TOTAL
60
100
Chart 4.17 Opinion Milma Advertisements Number
Percentage
73.3%
44 17% 10% 6
10 Extremely satisfied
Satisfied
Dissatisfied
Interpretation Table 4.17 shows that 73.3% is satisfied with the advertisement of milma products. 17% of customers are extremely satisfied and 10% are dissatisfied of milma products.
33 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.18 Monthly expenditure on milma products Particulars
Number
Percentage
Below Rs 500
35
58
Rs 500-Rs 1000
10
17
Above Rs 1000
15
25
TOTAL
60
100
Chart4.18 Monthly expenditure on milma products Number
Percentage
70
58%
60 50 40
35
30
25% 17%
20
15
10 10 0 Below Rs 500
Rs 500-Rs 1000
Above Rs 1000
Interpretation Table 4.18 shows that 58% customers who spend on milma products for less than Rs 500, 25% of customers spent Rs. 1000 & 10% spend between Rs.500 to Rs.1000 per month.
34 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.19 Complaints about milma products Particulars
Number
Percentage
High price
10
17
Lack of availability
17
28
Quality
10
17
Others
23
38
TOTAL
60
100
Chart4.19 Complaints about milma products Number
Percentage
40
38% 28%
30 20
17% 10
17
17%
23
10
10 0 High price
Lack of availability
Quality
Others
Interpretation Table4.19 shows that 28% of customers complained that there is a lack of availability in milma products. 17% of customers complained that the Milma products have high price % less quality. 38% complaint on the other factors relating to Milma products.
35 BMCCA Aluva
Department of Commerce
“A study on customer satisfaction of MILMA products among households in Aluva Municipality”
Table 4.20 Rating of Milma products Particulars
Number
Percentage
Very good
15
25
Good
35
58
Average
10
17
Bad
0
0
TOTAL
60
100
Chart 4.20 Rating of Milma products 70 58%
60 50 40 30
25% 17%
20
10 Bad, 0 0 Very good
Good Number
Average
Bad
Percentage
Interpretation Table 4.20 shows that 20% customer’s opinion is very good58% respondents said that it is good. 17% said that it is average & no one said that is a bad product.
36 BMCCA Aluva
Department of Commerce
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