A Study On Consumer Satisfaction Towards New Hamam Neem Soap PDF

St.
Joseph’s Institute of Management (JIM)

A Jesuit Business School
St. Joseph’s College (Autonomous), Tiruchirappalli 620 002
CLEMENT ROSHAN L
A Study on Consumer Satisfaction Towards

New Hamam Neem Soap
Master’s Thesis
November 1, 2018
Supervisor: Prof. Sahaya Restina James

CERTIFICATE
This is to certify that the project entitled “A Study on Consumer Satisfaction Towards New
Hamam Neem Soap” is a record of research work done by Mr. L. Clement Roshan
(17PBA207) during 2017-2019 at St. Joseph’s Institute of Management, St. Joseph’s College
(Autonomous), Tiruchirappalli, Tamil Nadu, India, and that this project has not been
previously formed the basis for the award of any degree, diploma, associate ship, fellowship
or any other similar title to anyone and that the project represent entirely an independent work
on the part of the candidate.
Prof. Sahaya Restina James Dr. A. John Peter Rev. Dr. C. Joe Arun, SJ
Project Guide Dean, Academics Director
Place: Tiruchirappalli
Date:
VIVA VOCE Examination has been conducted on:
Internal Examiner External Examiner
ii
ACKNOWLEDGEMENT
First of all I would like to thank God Almighty for his abundant blessings in
succeeding my project work.
I thank Rev. Dr. C. Joe Arun SJ., Director of St. Joseph’s Institute of Management, St.
Joseph’s College (autonomous), Tiruchirappalli, Rev. Fr. P Paulraj SJ, Administrator of St.
Joseph’s Institute of Management, St. Joseph’s College (autonomous), Tiruchirappalli, Dr. A.
John Peter, Dean-Academics, St. Joseph’s Institute of Management, Mr. S. Suresh, Chair –
Placements, St. Joseph’s Institute of Management, for the facilities extended for my research.
I express my deepest gratitude to my guide Ms. Sahaya Restina James, Assistant
Professor, St. Joseph’s Institute of Management, for her valuable guidance and support all
throughout my project.
I also thank the faculty members of St. Joseph’s Institute of Management for their
support. I thank all the respondents for their patience in answering my questionnaire.
I finally thank my beloved family and my friends for their constant support,
motivation and faith in me while carrying out my project. I also thank all those who directly
or indirectly contributed towards my project.
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CONTENTS
S. No Title Page Number
Title page i
Certificate ii
Acknowledgement iii
Contents iv
List of tables vi
List of charts & figures vi
Abstract vii
1 Introduction 1
1.1 Conceptual and theoretical foundations 1
1.2 Concepts 2
1.3 Importance and scope of the study 3
1.4 Limitations of the study 3
1.5 Profile of the Industry 4
1.6 Profile of the Company 5
1.7 HUL products 6
1.8 HUL competitors 7
1.9 Personal product market in India 8
1.9.1 Types of personal products 8
1.9.2 Hamam soap 9
1.9.3 Hamam neem soap 9
2 Review of Literature 11
3 Research Methodology 16
iv
3.1 Statement of the problem 16
3.2 Objectives of the study 17
3.3 Variables considered 17
3.4 Sampling design 17
3.5 Types and sources of data 18
3.6 Methods and tools of data collection 18
3.6.1 Questionnaire method 18
3.7 Methods and tools of data analysis 18
4 Data Analysis and Interpretation 20
5 Finding, Recommendations & Conclusion 35
5.1 Findings 35
5.2 Recommendations 36
5.3 Conclusion 36
References R-1
Appendix A-1
v
LIST OF TABLES
S. No Table Name Page Number
4.1 Gender of respondents 20

4.2 Age of respondents 21
4.3 Occupation 22
4.4 Reason for buying 23
4.5 Soap satisfaction 24
4.6 Awareness about soap 25
4.7 Feature liked in soap 26
4.8 Purchase regarding price 27
LIST OF CHARTS
S. No Chart Name Page Number
4.1 Purchase pattern of overall family 28
4.2 Competitors for hamam neem soap 29
4.3 Opinion about price 30
4.4 Purpose for buying 31
4.5 Satisfaction about fragrance 32
4.6 Purchase pattern of soap in a month 33
LIST OF FIGURES
S. No Figure Name Page Number

1.1 New hamam neem soap 10
vi
ABSTRACT
In FMCG sector there has been severe competition between Multi-national Company,
National and local players. Consumer is the king of any business. Understanding consumer
needs and wants is important and foremost task of any marketers. Consumer satisfaction is a
judgement made by the consumers. The goods are produced only to meet the needs of
consumer. So that the analysis of consumer behaviour is one of the foundations on which
future marketing is depend. So I did this survey in Thanjavur city. Consumers have wide
variety of choices in toilet soap and they were influenced by many factors both internal and
external. Brand loyalty was determined by several distinct psychological processes of the
consumers. Product features (fragrance, colour, skin care) is one of the most important factors
affecting brand loyalty. Here hamam neem soap is natural ingredient soap for women and
children. I made this study to check whether this newly launched soap satisfied its customers
or not. I have chosen 150 sampling for my survey. Based on that, I conducted survey in
various retail stores including super market. I collected information from hamam consumers
about their perception towards this toilet soap. I used SPSS software to analyse and interpret
data which I taken during survey. From this study I found out hamam soap is used more by
female consumers. Many consumers are satisfied with this soap. Advertisement creates
impact into consumer perception to choose this soap. Hamam manufacturers retain their
consumers through brand name and brand loyalty. In this soap many of them like its quality
and fragrance. Finally, hamam consumers are satisfied with this soap.
Keywords: Brand name, Consumer satisfaction, Brand loyalty
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Chapter I Introduction
CHAPTER I
INTRODUCTION
This study is about consumer satisfaction towards newly launched soap in
market. In marketing, to know the success of newly launched product, consumer satisfaction
survey plays major role. So, I choose this project to know whether this product satisfied its
consumer or not. It helps the dealer to know the satisfaction of the respondents towards new
Hamam neem soap and also it helps me to learn more about brand perception. This would
help the company to determine the promotional measures based on the findings. From this
survey I learnt how Hamam neem soap be the choice for their customers. I found out the
most influencing factor in the purchase of the hamam neem soap.
1.1 Conceptual and theoretical foundations
Demographic segmentation
Demographic segmentation is market segmentation according to age, race,
religion, gender, family size, ethnicity, income, and education. Demographics can be
segmented into several markets to help an organization target its consumers more accurately.
Here this segmentation related to family members especially women and children.
Targeting
A target market is a group of consumers or organizations most likely to buy a
company's products or services. Because those buyers are likely to want or need a
company's offerings, it makes the most sense for the company to focus its marketing efforts
on reaching them.
Brand
Brand means a name, term, sign, symbol, or design, or a combination of them,
intended to identify the goods or services of one seller or group of sellers and to differentiate
them from those of competitors.
A Study on Consumer Satisfaction Towards New Hamam Neem Soap Page 1

A brand is thus a product or service whose dimensions differentiate it in some way from
other products or services designed to satisfy the same need. These differences may be
functional, rational, or tangible-related to product performance of the brand.
1.2 Concepts
Customer Satisfaction
Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four perspectives of a balanced
scorecard.
In a competitive marketplace where business compete for customers satisfaction is seen as a
key differentiator and increasingly has become a key element of business strategy. The
customer is asked to evaluate each statement in terms of their perception and expectation of
performance of the service being measured. Consumer satisfaction survey was conducted,
what you ask the customer is important. How, when, and how often you ask these questions
are also important. However, the most important thing about conducting a customer
satisfaction survey is what you do with their answers.
Consumer Behavior
The term consumer behavior refers to the behavior that consumers display in
searching for, purchasing, using, evaluating, and disposing of products and services that they
expect will satisfy their needs.
Consumer behavior can also be defined as those acts of consumers directly involved in
obtained using and disposing of economic goods and services, including the decision
processes that preceded and determine these acts.
The study of consumer behavior is the how individuals make decisions to spend their
available resources (time, money and effort) on consumption-related items. It includes the
study of what they buy, why they buy it, when they buy it, where they buy it, how often they
buy it and how often they use it. To successfully market to different segments the marketing

manager needs appropriate marketing strategies which he can design only when he can
understand the factors which account for these differences in consumers behavior and faster.
1.3 Importance and Scope of the Study

There is a wider scope for consumer research. Because the consumers choice,
likes & preferences change often because of financial, psychological, sociological and some
other factors. Academic community as well as business firms has undertaken a lot of
researches in the field of consumer behavior, in different ways. The consumer differs in
many respects. They form different segments in market. All the firms are interested in
studying each segment separately. As for as the bath soaps are concerned, the consumers
may change their brand loyalty frequently because various new brands are coming every
day. So, there are a lot of opportunities to probe into various aspects of consumer
preference. The present study would help the dealer to know the satisfaction of the
respondents towards new Hamam Neem soap. This would help the company to determine
the promotional measures based on the findings.
 To study the customer satisfaction of new Hamam neem soap.

 To obtain the information regarding customer preferences towards the product.
 To study the overall performance of Hamam in the market.
 To analyze the demand for Hamam soap.
 To analyze the performance of advertisement in market.
1.4 Limitations of the study

Indian soap industry now has so many challenges, arising from globalization,
increased competition, technological changes, and so on. It is more sensitive sector in one
sense that the consumers shift their brand preference at least once in two or three years.
They want new products so that the existing firms have to modify their product lines and
various items in the lines. In most of the cases, the same product is supplied to the market
with product differentiation. Very large number of consumers is strength to this industry.
The total number of consumer is almost equal to the total population of our country. So,
numerous companies engage in manufacturing of soaps. Role of small-scale industries and

local industries are significant in this regard. All the firms want to study the minds of
consumers. But, it is a very difficult process, which includes various psychological issues.
Consumer research takes a very important role in determining company’s future plans. The
consumers are influenced by many sociological, psychological, and economic, climate and
some other factors very strongly.
 Time constraint is the major issue in this project because of lesser time period. It
takes only one week to complete the survey. So, these samplings are in a certain
limit.
 The main limitation of the study is survey taken restricted to the area of Thanjavur
city.
 Survey conducted only to hamam consumers.
1.5 Profile of the Industry
Fast-moving consumer goods (FMCG) or consumer packaged goods (CPG) are

products that are sold quickly and at relatively low cost. Examples include non-durable
goods such as soft drinks, toiletries, over-the-counter drugs, processed foods and many other
consumables. In contrast, durable goods or major appliances such as kitchen appliances are
generally replaced over a period of several years.
Many fast moving consumer goods have a short shelf life, either as a result of high
consumer demand or because the product deteriorates rapidly. Some FMCGs, such as meat,
fruits and vegetables, dairy products, and baked goods, are highly perishable. Other goods,
such as alcohol, toiletries, pre-packaged foods, soft drinks, chocolate, candies, and cleaning
products, have high turnover rates. The sales are sometimes influenced by some holidays
and season.
Packaging is critical for FMCGs. The logistics and distribution systems often require
secondary and tertiary packaging to maximize efficiency. The unit pack or primary package
is critical for product protection and shelf life but provides information and sales incentives
to consumers.

Though the profit margin made on FMCG products is relatively small (more so for
retailers than the producers/suppliers), they are generally sold in large quantities; thus, the
cumulative profit on such products can be substantial. FMCG is a classic case of low margin
and high volume business.
1.6 Profile of the Company

Global scenario
Unilever is a Dutch-British transnational consumer goods company co-
headquartered in Rotterdam, Netherlands and London, United Kingdom. Its products include
food, beverages, cleaning agents and personal care products. It is the world's largest
consumer goods company measured by 2012 revenue. Unilever is the world's largest
producer of food spreads, such as margarine. Unilever is one of the oldest multinational
companies; its products are available in around 190 countries.
Indian scenario
Hindustan Unilever limited, Formerly Hindustan Lever Limited, is India’s largest

consumer products company and name was formed in 1933 as lever Brother’s India Limited.
It is currently headquartered in Mumbai, India and its 41000 employees are working there.
HUL is the market leader in Indian products such as tea, soaps, detergents, as its product
have become daily household name in India. The Anglo-Dutch company Unilever limited
downs a majority stake in Hindustan Unilever Limited.
Hindustan unilever limited (HUL) is India’s largest fast-moving consumer goods

company with a heritage of over 80 years. It has over 35 brands. HUL is the market leader in
Indian consumer products with presence in over 20 consumer categories. Nine out of ten
Indian households use our products every day to feel good, look good and get more out of
life; giving us a unique opportunity to build a brighter future.
Nearly 900 suppliers work with our supply chain that spans 28 of our own factories
and several others that manufacture on our behalf. Our products are stocked in warehouses
dotted across the country and delivered to 3,500 customers. HUL has 28 factories and 9
offices and creates employment opportunities for several thousand more across its value
chain – from smallholder farmers, who provide raw materials to the distribution partners

who take the products to customers and consumers. Your Company has a clear and
compelling strategy that focuses on Winning with Brands and Innovation, Winning in the
Marketplace, Winning through Continuous Improvement and Winning with People. This is
underpinned by the Unilever Sustainable Living Plan (USLP) that sets our vision to increase
the size of the business, whilst decoupling it with our environmental footprint and increasing
our positive social impact.
With over 35 brands spanning 20 distinct categories such as soaps, detergents, shampoos,
skin care, toothpastes, deodorants, cosmetics, tea, coffee, packaged foods, ice cream, and
water purifiers, the Company is a part of the everyday life of millions of consumers across
India. Its portfolio includes leading household brands such as Lux, Lifebuoy, Surf Excel,
Rin, Wheel, Fair & Lovely, Pond’s, Vaseline, Lakmé, Dove, Clinic Plus, Sunsilk,
Pepsodent, Closeup, Axe, Brooke Bond, Bru, Knorr, Kissan, Kwality Wall’s and Pureit.
The Company has about 18,000 employees and has a sales of INR 34619 crores (financial
year 2017-18). HUL is a subsidiary of Unilever, one of the world’s leading suppliers of
Food, Home Care, Personal Care and Refreshment products with sales in over 190 countries
and an annual sales turnover of €53.7 billion in 2017. Unilever has over 67% shareholding
in HUL.
1.7 HUL products
PERSONAL WASH LAUNDRY

Lux Surf excel
Lifebuoy Rin
Hamam Wheel
Liril Sunlight
Pears Ala bleech
Dove
International Breeze BEAUTY PRODUCTS
Rexona Fair & lovely
Ayush Ayush

Lakme
DISINFECTANTS Ponds
Cif Vaseline
Domex Aviance
ICE CREAMES
DISHWASHER
Vim Kwality Walls
FOODS HAIR CARE

Kissan (Jam, Ketchup, Squashes) Clinic plus
Annapurna ( Aata and Salt) Sunsilk
Knorr ( Soups, Noodles, Masalas) Dove
Ayush
BEVERAGES Tresemme
Tea
Brooke bond ORAL CARE
Lipton Pepsodent
Taj mahal Closeup
Bru Ayush
Brooke bond red label
DEO SPARY
WATER PURIFIER Axe
Pureit Dove
Rexona
1.8 HUL competitors
1. Procter & Gamble

2. ITC
3. Colgate

4. Patanjali
5. Dabur
6. Nestle
7. Marico
1.9 Personal Product Market in India
Personal care and beauty products make up a huge marketing segment all over the
world. Indian consumers enthusiastically participate in buying and using these products. In
India urban area and rural area is totally different. In India not only the urban area people
use beauty and personal care products the rural people also use these items but they don’t
easily get all kind of the personal products that is the disadvantage of the rural people. New
technology and mass media are bringing awareness to similar towns and rural areas. The
companies advertise their products through television advertisements, Social media
campaigns.
These are the major key determinants for consumers to buy the personal products.
 Lifestyle changes
 Quality
 Smell
 Flavors
 Easily available
Due to a great change in lifestyle and direct foreign investment, there is a drastic
change in Indian culture and cosmetics. Most of the family members are ready to buy the
personal products because of the Brand Name, quality. Many of the consumers buy the
product which is more quality, and some of the persons choose upon the price of the
product.
1.9.1 Types of Personal Products

a. Hair care products

Shampoo is the most popular of all consumer packaged goods. HUL Company is
play the vital role in Hair care products because they are having 5 popular brand of
shampoo. The shampoo is in Ayurveda mixed and chemical mixed.
b. Soap and Bathing items

In this includes soap, face wash and shaving items. Both Indian and Foreign
companies sell popular brands of soap. Here organic and inorganic items are used.
c. Cosmetic Segment
Indians buy a lot of makeup, lotions, skin creams, and lightning creams. Here also
HUL Company introduced the Fair & Lovely and sells 2 other popular brand of skin care
product. Working women purchase the majority of the cosmetics in India.
d. Oral care products

It means Toothpaste it is important in any one of the human being. In Oral care
market Colgate play the major role in India.
1.9.2 Hamam soap
Hamam brings alive the wisdom behind time-less skincare rituals in convenient
and contemporary formats. Launched in 1931 as a ‘mild, family soap’, Hamam soon drew a
large natural following long before it was trendy or fashionable to use products with natural
ingredients. Perhaps the only Indian-made natural soap at the time, Hamam was embraced
by mothers and doctors alike, for its purity and safety on skin.
Only Hamam has Neem, Tulsi and Aloe Vera which give effective protection from 10 skin
problems like rashes, pimples, prickly heat, body odor etc. Hamam is the most
recommended soap by doctors in Tamil Nadu and has a long standing heritage of use
traditional ingredients to bring effective skin protection to its consumers.
1.9.3 Hamam Neem soap
New Hamam Neem soap was introduced in February 2018. It is fully based
on herbal products. This soap contains 100% pure neem oil (Melia azadirachta seed oil) with

aloe vera, Tulsi and other herbal ingredients. Life time of this soap was 30 months. It is
available in three different prices Rs.10 (45g), Rs.30 (100g) and Rs.44 (150g). This new
Hamam Neem soap is especially for women’s and children’s.
Figure: 1. New Hamam Neem soap
The first chapter explains about the introduction part of the study topic & company
profile. Then concepts that are used for this project and its definition are explained clearly in
this chapter. Scope of the study contains objectives for this project and how it is going to be
used to analyze the result. This scope of study contains consumer satisfaction towards
certain brand. Limitations of the study explain the drawbacks of this project especially time
constrain, targeting particular segment people (Hamam soap users for survey). Survey is
conducted around Thanjavur city and not in other district due to time constrain. These are
the major limitations of this study. Then the profile of the company from its history and the
way how it becomes one of the biggest FMCG in India is given. The company profile, its
vision, its products, competitors and its sales turnover is presented. HUL segmentation
(personal product) and its classification is explained. Then Hamam soap history and also the
newly launched new hamam neem soap with its categories, picture is briefly presented. The
upcoming chapter focuses on literature survey which gives more information related to the
study.

Chapter II Review of Literature
CHAPTER II
REVIEW OF LITERATURE
Review of literature takes an important part in all researches. Review of

literature is a secondary data. It is a systematic way of finding information explained in a
particular topic. It is very useful to know what similar findings are done relevant to the
topic to decide what should be done in future research. The researcher can understand the
gap in which aspect no research has been undertaken in the past period. This literature
review explains about consumer satisfaction and brand loyalty. It explores theories
related to consumer satisfaction and brand loyalty. The view of the author gives us
various suggestions which can facilitate throughout the study of consumer satisfaction.
Prashad, A. (2006). In this study, the author says FMCG has the personal care products
like soaps, shampoos, etc. so this project mainly focuses on the market and study of bath
soaps in India. It consists of various multinational and domestic companies. The main
focus is on Hindustan lever ltd, Nirma, and Godrej. This project study related to 3 major
players of bath soap market and their SWOT analysis, BCG Matrix, 5 forces model of
the industry and the companies. Various suggestions and recommendations are also been
given to the FMCG sector bath soap segment. HUL is the most dominating company
across the world in FMCG sector due to its vertical and horizontal integration. Then also
Nirma and Godrej are trying to give tough fight to it. My study also related to HUL
product (Hamam neem soap). Here it will useful for me to compare my product with
competitor product.
Kureshi, S. and Vyas, P. (2007). It’s about understanding perceptions of retailers and
consumers regarding sales promotion activities improve the effectiveness of these
activities. Extensive usage of sales promotion activities in Fast Moving Consumer Goods
(FMCG) sector makes it imperative that manufacturers take into account retailers and
consumers perception before planning such programs. In this paper, an attempt has been
made to examine the nature of sales promotion activities in toilet soap category in India.
It studies retailer perceptions with respect to these activities and also gets awareness into
consumer perceptions of these activities. Their findings indicate that with respect to the
nature of the schemes, premiums (free gifts) were found to be the most frequently used

in both premium and popular toilet soap category, followed by price offs. Retailer’s
perceived price offs to have relatively greater impact compared to any other forms of
sales promotion. The findings of consumer perceptions indicated that price offs were the
most preferred type of sales promotion. Retailers said that word of mouth and television
advertising was very important to provide information to the consumers regarding sales
promotion activities. In hamam neem soap retailers also may think its sales promotion
activity may success or not.
Walfried, Mittal, B. and Sharma, A. (2009). This article is related to brand equity in
FMCG products. Brand equity is very important to marketers of consumer goods and
services. Brand equity facilitates in the effectiveness of brand extensions and brand
introductions. It teaches customer trust towards same brand. These brand equity test are
determined under five dimensions are performance, value, social image, trustworthiness
and commitment. In empirical tests, brands that scored higher on the customer‐based
brand equity scale generally had higher prices. Compared this article with my project, it
teaches how hamam customers are giving preference to same brand when it comes in
different flavors. Company has to retain their regular hamam soap users.
Jose, M.M., Bloemer, Hans, D.P. and Kesper, (2010). This article teaches brand loyalty
and consumer satisfaction in one product. It showed consumers buying same product in
the market without moving to other company product. First, in defining brand loyalty, a
distinction is made between repeat purchasing behavior and brand loyalty. Next, true
brand loyalty is distinguished from fake brand loyalty. Second, two types of consumer
satisfaction are distinguished based on the amount of explanation upon the evaluation of
the brand choice. This study gives positive results towards consumer satisfaction in same
product. It is related to my project in whether same consumers buying hamam soap for
long years or new consumers buying more new hamam neem soap. It is to test my
consumer’s loyalty towards hamam soap.
Adithya, H.S. (2011). This study regards to consumer behavior towards soap market in
Bangalore city. The present study would definitely help to learn about the sources of
information’s for the customers during different stages of buying toilet soaps and hence
increase their level of awareness and brand preference for toilet soaps. In this they found
out consumer awareness towards soap and its promotion level. . It is essential for the
marketers to understand the important sources to create awareness of their products.

Respondent explained about their purchase pattern on toilet soap. The basic idea of the
research is to survey the behavior of the consumers while consuming the toilet soaps in
the market and how they utilize the marketing skills. Compared with my project, it will
be useful for me in analyzing the result related to consumer awareness.
Onwumere, J. and Onyemachi, O.N.D. (2012). The purpose of this study is to analyze
the factors that determine the consumers repurchase intention, analyze the
socioeconomic characteristics of customers. To determine the relationship between
customer satisfactions, perceived value and branding as most major variables that
influence the consumers repurchase intention. The data used for analysis were collected
via questionnaire. The technique of data analysis employed were simple descriptive
statistics such as means, percentages, tables and frequencies; Pearson product moment
correlation and stepwise multiple regression analysis. The findings of the study showed
that perceived value, brand preference and customer satisfaction are significant and
positively correlated with repurchase intention. The factors affecting the consumers
repurchase intention of the soap products under studied included production of low
quality goods, improper use of distribution channels and lack of promotional campaign
to back up the product and the use of improper pricing policy adequate for the product.
The management of the company takes the necessary steps to promote the brand image
so as to positively influence the customers repurchases intention.
Sang, L. C. and Khalafinezhad, R. (2012). Author said Customer Relationship

Management (CRM) is the entire process that focuses on the interface between the
organization and its customers. The objectives of CRM are to increase profitability,
income, and customer satisfaction. Customer satisfaction and customer loyalty are two
main criteria for every organization to get success. It is related to CRM and customer
loyalty towards product. Here, they mainly explained about retaining customer and to
improve loyalty towards their product. It showed customer relationship management
regards same brand. Previous researchers proved that the cost of retaining the exits
customer is less than the cost of finding the new one. Therefore, customer loyalty must
be considering as an important issue and it is required to increase the customer loyalty by
positive impact of CRM strategy and customer satisfaction. It is almost related to my
project in how to retain my hamam customers and how it satisfied its consumers with
new hamam neem soap. When it satisfies consumers then only it become success in soap
market.
Rajendra, K. and Gupta, (2014). The author explains about how to develop world class
brands. The brands often reflect collected intelligent property-Unique product ideas,
processes, patents, copyrights and state of the art technology, superior data acquisition
and processing capability and not the least, wonderful customer goodwill acquired by
company over the years. Brand is a variety of successfully adapting to changes in
business environment, technology and preferences of consumers shaped by changing
lifestyles, awareness and standards of living, further complicated by globalization of
information and resources. Hence, brands have to fight battles throughout their existence,
trying to remain significant and at top. Brand loyalty can only be built by repeated
satisfaction delivered to consumer. In products where product differentiation is
negligible, the consumer has a carrier of preferential brands and keeps switching one
brand with another.
Dhanalakshmi, S. and Ganeshan, M. (2015). The author states that customer satisfaction
has been widely accepted as an important issue for many marketing managers, especially
in FMCG product (bath soaps). It is commonly used as a marketing standard of a
company's performance. It is generally believed that customer who satisfied more likely
to display loyalty behavior, i.e. purchase repeatedly and ready to give positive opinion
about that. This paper aims to study the relationships between product attributes of bath
soap and customer satisfaction, loyalty intention in the context of bath soap products. In
my study, it is more useful to link relationship between brand loyalty and consumer
satisfaction. By the same time, it will teach about how to improve brand loyalty.
Sankaranarayanan, K. (2015). This article explains about the brand loyalty, satisfaction
and awareness about dove soap. This study is conducted in Mayiladuthurai town. In
FMCG industry sector there has been severe competition among the multinational
companies, national and local players. Brand loyalty is determined by several distinct
psychological processes of the consumers. Product features is one of the most important
factors that affect brand loyalty. The relationship between the availability of the toilet
soap and brand loyalty was also found to be significant. The toilet soaps can be divided
into four price segments Premium, popular, economy and carbolic soaps. At the same
time, penetration level of toilet soaps in urban areas is very high. In this scenario, it is
very important for marketers to know the consumer behavior with respect to toilet soaps,
which will be very useful in adopting suitable strategies. Link between my project and
this article is consumer satisfaction towards toilet soap in a town.
Ganesan, M. (2016). In this article, author says market that forced brands to redefine
their norms of existence all told industries. Within the FMCG business, particularly in
bath soap sector there has been severe competition among the MNCs, national and native
players. At an equivalent time, penetration level of bath soaps in urban areas is extremely
high, however per capita consumption levels stay low. During this situation, it’s
important for marketers to grasp the buyer behavior with regard to bath soaps, which can
be terribly helpful in adopting appropriate ways. This analysis paper tries to research the
whole loyalty, satisfaction, awareness, and change behavior of shoppers relating to
soaps. It also examines the factors controlling brand choices.
Atanaska, R. (2018). The article reports the survey may aim at studying the influence of
brands on the levels of consumer satisfaction with products in the category of fast-
moving consumer goods. Here they conducted laboratory experiment; two independent
groups of consumers were given the same product but with and without information
about its brand. The collected satisfaction data was analyzed using the method of
structural equation modeling, with particular attention being paid to the findings of the
“importance – performance” analysis. We found that the availability of information
about the brand actually affects the level of consumer satisfaction with the product. In
hamam also possible chances are high for expecting more from the consumers.
The chapter has dealt about the various opinions, principles and philosophies of
prominent authors who have discussed about the factors, reasons and other external
issues influencing consumer satisfaction. These reviews are from books, journals and
articles. All articles are related to the topic. From this review more information related to
consumer satisfaction, brand loyalty and consumer awareness was acquired. The next
chapter discusses about the research methodology and the concepts involved in detail.

Chapter III Research Methodology
CHAPTER III
RESEARCH METHODOLOGY
This chapter dealt with researches what have done in this survey. It talks about formulation
and statement of the problem in this study. It also explains research design which method is
used. Objective of the study explains why this study is undertaken and also expected
outcome from the study. It is the important one in the study. Then discusses about variables
used in this study. Sampling design shows the sampling method used for this consumer
satisfaction survey. Types of data tell where the data is collected and what method & tools
are used to collect information regarding to this study. Methods of data analysis also explain
in this survey.
3.1 Statement of the Problem
Indian soap industry now has so many challenges, arising from globalization, increased
competition and technological changes. It is more sensitive sector in one sense that the
consumers shift their brand preference at least once in two or three years. They want new
products so that the existing firms have to modify their product lines and various items in
the lines. In most of the cases, the same product is supplied to the market with product
differentiation. Very large number of consumers is strength to this industry. Numerous
companies engage in manufacturing of soaps. Role of small scale industries and local
industries are significant in this regard.
All the firms want to study the minds of customers. But it is a very difficult process, which
includes various psychological issues. Consumer research takes a very important role in
determining company’s future plans. The consumers are influenced by many sociological,
psychological and economic, climate and some other factors very strongly. These factors
have been identified properly through various researches. When the firms understand those
drives, product and promotional policies are given a final shape.
Consumer preference is a difficult area to be studied. Its coverage is comprehensive. The

consumers are large in number and they are in different groups, their motives differ in many
aspects. So, the present study has taken up these issues.

3.2 Objectives of the Study
 To determine the most influencing factor in the purchase of new hamam neem soap
 To study the brand loyalty among consumers towards this soap
 To determine the reason for choosing this soap
 To give suggestions based on the study for the improvement of the product
 To know the pattern of usages of the new hamam neem soap
 To evaluate the satisfaction level of users with respect to their present brand
3.3 Variables considered
 Age
 Gender
 Occupation
 Brand name
 Product
 Price
 Place
 Promotion
 Awareness
 Satisfaction
 Consumer behavior
 Positioning
 Quality
3.4 Sampling Design
The study has been undertaken by survey method. The data is collected with the help
of non-probability convenient sampling from the super markets in Thanjavur city. A sample
of 150 individual is selected for this purpose. This sampling technique was adopted mainly
due to time and financial constraints.

a) Sampling unit
Hamam soap users in Thanjavur town constitute the population of the present study.
b) Sampling size
In this survey the sample size was determined as 150 arbitrarily.
3.5 Types and sources of data
The task of data collection begins after a research problem has been defined. There are two
types of data collection are used to collect data. They are
i. Primary data
ii. Secondary data
3.5.1 Primary data
The primary data are those which are collected as a fresh and for first time
and thus happen to be original in nature. In this survey primary data used was the
information collected from hamam consumers in various stores through a survey.
3.6 Methods and tools of data collection
3.6.1 Questionnaire method
For this survey I used questionnaire method to collect details regarding the
satisfaction level with respect to new hamam neem soap. A questionnaire consists 25
questions with options.
3.7 Methods and Tools of Data Analysis
The data analysis was done through descriptive statistics. Data analysis has two prominent
methods. They are
i. Quantitative method
ii. Qualitative method
In his study qualitative method is used to find out the satisfaction level of hamam
consumers.

In order to analyze the collected data, the statistical tool used is SPSS version 2.0
software.
This research methodology chapter is to formulate the statement of the problem

regarding soap industry. An objective of the study clearly explains the expectations from
this study. Next chapter deals with data analysis and interpretation work based on survey
taken. Using Chi-square method the data has been analyzed.

Chapter IV Data Analysis And Interpretation
CHAPTER IV
DATA ANALYSIS AND INTERPRETATION
This chapter deals with data analysis and interpretation of survey towards new hamam neem
soap. In this demographic profile of the respondents like gender, age and occupation are
interpreted using SPSS software mentioned using table and chart. Survey questions are
interpreted using SPSS software with table and chart. Each and every table is interpreted
clearly with the reason for choosing and buying the hamam neem soap. In this chapter along
with demographic profile interpretations regarding soap satisfaction, awareness about soap,
most liked in soap, purchase price, purchase pattern of overall family, competitors, opinion
about price, satisfaction about fragrance and purchase pattern of soap in a month are given.
Table: 4.1
Gender of respondents
Gender Respondents Percentage of respondents

Male 64 42.7
Female 86 57.3
Total 150 100
From the above table it was inferred that 42.7% of the respondents are male,
followed by 57.3% of the respondents are female. From this survey, we see that female are
buying hamam neem soap more than male because in the advertisement they are targeting
female customers.

Table: 4.2
Age of respondents
Age groups No of respondents Percentage of respondents

Below 20 10 6.7
21-40 60 40
41-60 61 40.7
Above 60 19 12.7
Total 150 100
From the above table it was inferred that 6.7% respondents are under the age
group of below 20, followed by 40% are under the age group of 21-40, followed by
40.7% are under the age group of 41-60 and followed by 12.7% are under the age
group of above 60. It shows consumers belonging to age group 21-60 are buying
hamam neem soap.

Table: 4.3
Occupation
Occupation No of respondents Percentage of respondents
Student 16 10.7
Housewife 70 46.7
Public sector 24 16.0
Private sector 23 15.3
Business 17 11.3
Total 150 100
From the above table it was inferred that 10.7% of the respondents are
student, followed by 46.7% of the respondents are housewife, followed by 16% respondents
are public sector, followed by 15.3% of the respondents are private sector, followed by
11.3% of the respondents are business. From this data we see that hamam neem soaps are
used mostly by housewife. In advertisement they clearly show family women promoting
hamam soap to consumers.

Table: 4.4
Reason for buying
Reason for No of respondents Percentage of respondents

buying
Price 15 10.0
Quality 58 38.7
Offer 8 5.3
Brand name 69 46.0
Total 150 100
From the above table it was inferred that 10% of the respondents are buying soap
based on its price, followed by 38.7% of the respondents are buying soap based on its
quality, followed by 5.3% of the respondents are buying soap based on its offer, followed by
46% of the respondents are buying soap based on its brand name. Here customers giving
more preference to brand name and quality for their purchase.

Table: 4.5
Opinion about the soap
Opinion about the soap No of respondents Percentage of respondents

Very satisfied 18 12.0
Satisfied 61 40.7
Moderate 66 44.0
Dissatisfied 5 3.3
Total 150 100
From the above table it was inferred that 12% of the respondents are very
satisfied with hamam neem soap, followed by 40.7% of the respondents are satisfied
with hamam neem soap, followed by 44% of the respondents are moderately
satisfied (neither satisfied nor dissatisfied) with hamam neem soap and followed by
3.3% of the respondents are dissatisfied with hamam neem soap. In this almost half
of the respondents are satisfied with hamam neem soap.

Table: 4.6
Awareness about the soap
Awareness about the soap No of respondents Percentage of respondents
Advertisement 116 77.3

During purchase 23 15.3
Relatives/Friends 5 3.3
Others 6 4.0
Total 150 100
From the above table it was inferred that 77.3% of the respondents know
about hamam neem soap through advertisement, followed by 15.3% of the
respondents during purchase time, followed by 3.3% of the respondents through
their relatives and friends and followed by 3.3% through other (Social media, poster
etc.). Here advertisement plays major role in promoting hamam neem soap to
customers easily.

Table: 4.7
Feature liked in soap
Feature liked in soap No of respondents Percentage of respondents

Color 15 10.0
Fragrance 61 40.7
Quality 64 42.7
Shape 10 6.7
Total 150 100
From the above table it was inferred that 10% of the respondents like the
soap for its color, followed by 40.7% of the respondents who liked the soap for its
fragrance, followed by 42.7% of the respondents for the soap’s quality and followed
by 6.7% of the respondents for the shape. From the table it is seen that mainly
hamam consumers like the fragrance and quality of the soap.

Table: 4.8
Price range
Price range No of respondents Percentage of respondents

Rs.10 15 10.0
Rs.30 65 43.3
Rs.44 70 46.7
Total 150 100
From the above table it was inferred that 10% of the respondents purchase the
Rs.10 soap, followed by 43.3% of the respondents who buy Rs.30 soap and followed
by 46.7% of the respondents who buy Rs.44 soap. Here we see that customers are
buying Rs.30 & Rs.44 soaps more.

Chart: 4.1
Purchase pattern of overall family
Percentage of respondents
90
80
70
60
50
Percentage of
40 respondents
30
20
10
0
Yes No
From the above chart it was inferred that 77.3% of the respondents are
buying hamam neem soap for their whole family, followed by 22.7% of the
respondents are not buying hamam neem soap for their whole family. This table
shows in most of the families all are using hamam neem soap.

Chart: 4.2
Competitors for hamam neem soap
70
60
50
40
Percentage of
30 respondents
20
10
0
Medimix Chandrika Cinthol Other
From the above chart it was inferred that 22.7% of the respondents feel
Medimix soap is the competitor for hamam neem soap, followed by 5.3% of the
respondents feel Chandrika soap is the competitor for hamam neem soap, followed
by 63.3 % of the respondents feel Cinthol soap is the competitor for hamam neem
soap and , followed by 8.7% of the respondents feel other soap (Patanjali, Himalaya)
is the competitor for hamam neem soap.

Chart: 4.3
Opinion about price
80
70
60
50
40
Percentage of
30 respondents
20
10
0
Highly Satisfied Moderate Dissatisfied
satisfied
From the above chart it was inferred that 9.3% of the respondents are highly
satisfied with soap price, followed by 75.3% of the respondents are satisfied with
soap price, followed by 12% of the respondents are moderately satisfied (neither
satisfied nor dissatisfied) with soap price and followed by 3.3% of the respondents
are dissatisfied with soap price.

Chart: 4.4
Purpose for buying
100
90
80
70
60
50 Percentage of
40 respondents
30
20
10
0
To avoid pimples For skin care
From the above chart it was inferred that 12% of the respondents are using
hamam neem soap to avoid pimples, followed by 88% of the respondents are using
hamam neem soap for skin care. Here mostly consumers are using this soap for good
skin. In that 12%, school and college students are using hamam neem soap to avoid
pimples from their face.

Chart: 4.5
Satisfaction about fragrance
100
90
80
70
60
50 Percentage of
40 respondents
30
20
10
0
Yes No
From the above chart it was inferred that 88% of the respondents are satisfied
with hamam neem soap fragrance, followed by 12% of the respondents are not
satisfied with hamam neem soap. In this soap consumers like soap fragrance more
compared to older hamam soap.

Chart: 4.6
Purchase pattern of soap in a month
80
70
60
50
40
Percentage of
30 respondents
20
10
0
Once Twice Thrice More than
thrice
From the above chart it was inferred that 6% of the respondents purchase
soap once in a month, followed by 68% of the respondents purchase twice in a
month, followed by 19.3% of the respondents purchase thrice in a month and
followed by 6.7% of the respondents purchase more than thrice in a month. In this
study most of the consumers purchase twice in a month.

In this chapter we discussed about analysis and data interpretation part of the study.
Using SPSS software all the data are interpreted clearly using charts and table. Based on the
demographic profile female bought more hamam soap especially housewives. There it is
mentioned why consumers gave more preference to certain things like satisfaction towards
soap price, fragrance. Advertisement creates impact in their mind about new hamam neem
soap. Next chapter deals with findings, recommendations and conclusions of this study.

Chapter V Findings, Recommendations and Conclusion
CHAPTER V
Findings, Recommendations and Conclusion
This chapter deals with findings from interpretation, recommendations and
conclusion part of this study. Using data interpretation information regarding consumer
buying behavior towards hamam neem soap was found. From the study I recommend some
points to improve promotion of hamam soap and take it into next level. Finally I concluded
this study with how company can improve their promotions regarding hamam neem soap.
5.1 Findings
 From this study 57% of the female respondents are using new hamam neem soap.
Compared to male respondents it is such more. Because Hamam soap targeted
customers are female and children.
 From interpretation the age group of 21-40 and 41-60 are the ones almost buying
more hamam neem soap.
 Regarding occupation, it shows housewives are using this more (46%) compared to
public and private sector consumers. Hamam creates brand name among women
especially housewives.
 Regarding purchase both brand name and quality plays vital role in consumers
choice towards soap. Hamam soap already has brand name from last decade. So its
new launched hamam neem soap no need to promote higher to attract customers.
 Hamam consumers are satisfied with this newly launched neem soap. Almost half of
the consumers are moderately satisfied with this soap.
 From this study I found out advertisement creates impact in consumers mind to buy
this soap. Especially it reaches family women and children through ad.
 In this soap consumers like its fragrance and quality equally.
 They prefer only medium and large soap. Because it takes 15-20 days to dissolve.
 Almost in many families they use hamam neem soap only. Study says 80% of
consumers told Cinthol is the major competitor for hamam soap for long years.
 Consumers are using this soap for skin care purpose rather than to avoid pimples.
 Monthly twice they are purchasing this hamam neem soap.

5.2 Recommendations
 Many of the male respondents told they are promoting this soap using women. They
told company could include men in hamam soap advertisement to attract more male
consumers.
 Company could add more natural ingredients to attract more customers.
 Most of the respondents are between 21-60. They can focus to attract other age
people above 60.
 The company can give more offer and discount to improve the sale.
 HUL Company has to focus on its distribution channel, networking and marketing
strategies in soap market.
 Many consumers are asking to add more ingredients to cure pimples. Because from
this survey many of them are using this as skin care soap.so, company should take
remedial measures to promote it also a soap for curing pimples also.
 Hamam soap is not preferred by youngsters. So company should improve their
promotion to attract youngsters.
 Increase some flavors to improve soap fragrance to attract young girls.
5.3 Conclusion
Consumer satisfaction plays major role in product success. Here in hamam

neem soap it does well. Hamam consumers are satisfied with this newly launched soap.
In market there is lot of soaps available in market. Even HUL Company sells six
varieties of bath soap including hamam. Target customers of hamam are women and
children. It should try to attract men also in market. This soap is used by overall family
members. Consumer’s perception about hamam is it is only meant for natural ingredients
soap. It attracts consumers in south India. In Tamil nadu hamam soap sales is high. Big
competitor for hamam is Cinthol. It is not fully natural ingredients soap but it gives big
competition to hamam in the market. New threat for hamam soap is patanjali soap
because of less price natural ingredient soap. Almost hamam retain their customers for
long period. Person who used the older hamam soap are keen to buy new hamam neem

soap. In villages many families use hamam soap. It is one of the top branded soap in
Tamil nadu. In thanjavur also its sales in growth stage.
From this study I found out consumer’s perception towards brand product and
their satisfaction level about the newly launched product. It gives good result related to
his study. Now I am able to understand consumer perception towards soap brand.

References
References
Adithya, H.S. (2011). Soaps - An Explorative Study on Consumer Behavior in Bangalore

City, Journal of Consumer Research, 21(3), 332-341.
Atanaska, R. (2018). Influence of Brands on Consumer Satisfaction, Social Indicators

Research, Volume 77, PP 211-243.
Dhanalakshmi, S. & Ganeshan, M. (2015). Impact of bath soap attributes on customer

satisfaction-away to enhance of brand loyalty, International journal of Pharmacy and
Technology, 6(3): 7148-7154.
Ganesan, M. (2016). Satisfaction & Brand Loyalty towards Bath Soaps: A Study of
Consumers in Chennai, International Journal of Innovative Research in Science,
Engineering and Technology, Volume 4, Issue 1.
Jose, M.M., Bloemer, Hans, D.P. & Kesper, (2010), The complex relationship between
consumer satisfaction and brand loyalty, Journal economic psychology 16, 311-329.
Kureshi, S. & Vyas, P. (2007). An Exploratory Study of Sales Promotion Activities in Toilet
Soap Category: An Insight into Consumer and Retailer Perceptions, Journal of
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PP 205-216.
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A Study on Consumer Satisfaction Towards New Hamam Neem Soap R- 2

Appendix
Dear Sir/Madam,
I am Mr. L. Clement Roshan (D. No.17PBA207) pursuing my II year MBA in St.Joseph’s

Institute of Management, St. Joseph’s College (Autonomous), Tiruchirappalli. I am doing a
project titled “A Study on Consumers Satisfaction Towards New Hamam Neem Soap”. I
request you to spare your valuable time in filling out this questionnaire. The information
given by you will be strictly confidential and used for academic purpose only.
Thank You
Yours Sincerely
L. Clement Roshan
Appendix
A Study On Consumer Satisfaction Towards New Hamam Neem Soap
Name:
Gender:
Age:
Occupation:
1) On what basis you buy new hamam neem soap?

a) Price b) Quality c) Offer d) Brand name
2) What’s your opinion about new hamam neem soap compared with older one?
a) Very satisfied b) Satisfied c) Moderate d) Dissatisfied
A Study on Consumer Satisfaction Towards New Hamam Neem Soap A- 1

Appendix
3) Would you regularly buy new hamam neem soap?

a) Always b) Often c) Sometimes
4) How did you know about these new soap?

a) Advertisement b) During purchase c) Friends/Relatives d) Others
5) How long you have been using hamam soap?

a) Last 6 months b) 6 months to 1 years c) 1-2 years d) more than 2 years
6) Whether this new hamam neem soap easily available in market?

a) Yes b) No
7) In this soap, which one you like most?

a) Color b) Fragrance c) Quality d) Shape
8) How many times a month you buy hamam soap?

a) Once b) Twice c) Thrice d) More than thrice
9) At what price you prefer to buy?

a) Rs. 10 b) Rs. 30 c) Rs. 44
10) While purchasing, do you look at number of grams?

a) Always b) Sometimes c) Never
11) Does your overall family use same bathing soap?

a) Yes b) No
12) Whom you think big competitors for hamam?

a) Medimix b) Chandrika c) Cinthol d) Others
13) Did the new hamam soap advertisement created an impact in your decision for buying?
a) Yes b) No
14) How often do you use this soap per day?
a) Once in a day b) Twice in a day c) Thrice in a day
15) Where do you normally buy this soap?

a) Petty shop b) Grocery shop c) Super market d) Other
16) Whether this soap quickly dissolve?

Appendix
a) Yes b) No
17) Who purchases this soap for you?

a) Myself b) Spouse c) Parents d) Others
18) How important is the price when you buy this soap?
a) Very important b) Important c) Less important d) Not at all important
19) Do you like this hamam neem soap fragrance?

a) Yes b) No
20) How many days you use one soap?

a) 5-10 days b) 10-20 days c) 20-30 days
21) Are you satisfied with this soap price?

a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied
22) Do you want this soap with more natural ingredients?

a) Yes b) No
23) For what purpose you use this soap?

a) To avoid pimples b) For skin care
24) Do you want more flavors in Hamam soap?

a) Yes b) No
25) Do you want any changes in this soap?

a) Yes b) No
If yes, give your suggestion:

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St.

Joseph’s Institute of Management (JIM)

A Study on Consumer Satisfaction Towards

Supervisor: Prof. Sahaya Restina James

on the part of the candidate.

VIVA VOCE Examination has been conducted on:

Internal Examiner External Examiner

succeeding my project work.

Joseph’s Institute of Management, St. Joseph’s College (autonomous), Tiruchirappalli, Dr. A.

I express my deepest gratitude to my guide Ms. Sahaya Restina James, Assistant

or indirectly contributed towards my project.

S. No Title Page Number

List of charts & figures vi

1.1 Conceptual and theoretical foundations 1

1.3 Importance and scope of the study 3

1.4 Limitations of the study 3

1.5 Profile of the Industry 4

1.6 Profile of the Company 5

1.7 HUL products 6

1.8 HUL competitors 7

1.9 Personal product market in India 8

1.9.1 Types of personal products 8

1.9.2 Hamam soap 9

1.9.3 Hamam neem soap 9

3.2 Objectives of the study 17

3.3 Variables considered 17

3.4 Sampling design 17

3.5 Types and sources of data 18

3.6 Methods and tools of data collection 18

3.6.1 Questionnaire method 18

3.7 Methods and tools of data analysis 18

4 Data Analysis and Interpretation 20

5 Finding, Recommendations & Conclusion 35

S. No Table Name Page Number

4.1 Gender of respondents 20

4.5 Soap satisfaction 24

4.6 Awareness about soap 25

4.7 Feature liked in soap 26

4.8 Purchase regarding price 27

S. No Chart Name Page Number

4.1 Purchase pattern of overall family 28

4.2 Competitors for hamam neem soap 29

4.3 Opinion about price 30

4.4 Purpose for buying 31

4.5 Satisfaction about fragrance 32

4.6 Purchase pattern of soap in a month 33

S. No Figure Name Page Number

Keywords: Brand name, Consumer satisfaction, Brand loyalty

1.1 Conceptual and theoretical foundations

A Study on Consumer Satisfaction Towards New Hamam Neem Soap Page 1

Customer satisfaction, a business term, is a measure of how products and services

A Study on Consumer Satisfaction Towards New Hamam Neem Soap Page 2

1.3 Importance and Scope of the Study

 To study the customer satisfaction of new Hamam neem soap.

1.4 Limitations of the study

A Study on Consumer Satisfaction Towards New Hamam Neem Soap Page 3

1.5 Profile of the Industry

Fast-moving consumer goods (FMCG) or consumer packaged goods (CPG) are

A Study on Consumer Satisfaction Towards New Hamam Neem Soap Page 4

1.6 Profile of the Company

Hindustan Unilever limited, Formerly Hindustan Lever Limited, is India’s largest

Hindustan unilever limited (HUL) is India’s largest fast-moving consumer goods

A Study on Consumer Satisfaction Towards New Hamam Neem Soap Page 5