CHAPTER I INTRODUCTION AND DESIGN OF THE STUDY

1.1 INTRODUCTION
Man has been searching for an elixir of life to confer him immortality. But the elixir of life is water. It is the basis of all life. So water is real elixir of life Dr.C.V.Raman Water treatment is an upcoming business in developing countries like India. As water gets more and more contaminated, treating it has become necessary that led to an industry. In 1967 bisleri water was introduced in India. It is an Italian based company. It is the first bottle water company in India. At the time bisleri was a very famous and familiar brand in India. A water treatment process that removes undesirable materials from water by using pressure to force that water molecules through a semi permeable membrane. This process is called reverse osmosis because the pressure forces the water to flow in the reverse direction (form the concentrated solution to the dilute solution) to the flow direction (from the dilute to the concentrated) in the process of natural osmosis. Reverse osmosis water filtration system can remove 90% of total dissolved solids (TDS) from water and can provide the purest water available for the home. Reverse osmosis water filters remove a wide range of contaminants and minerals from the drinking water including sand, chlorine, fluoride, cryptosporidium and hexavalent chromium.

1.2 WATER THE HUMAN NECESSITY

Without food a person might survive for weeks but without water, the odds of surviving more than a few days are not possible. In fact, approximately 70% of human body is composed of water. In fact the only thing more important than water is oxygen. Water helps in various biological and metabolical processes most health professionals agree that the average human body needs 8 10 glasses of water a day. So, water is a human necessity.

1.3 CONSUMER
A consumer is an individual who purchase or has the capacity to purchase goods and services offered for sale by marketing institutions in order to satisfy personal or household needs. According to a statement made by Mahatma Gandhi, consumer refers to the following. A consumer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.

1.4 CONSUMER SATISFACTION

Every human being is a consumer of different produces. If there is no consumer, there is no business. There fore, consumer satisfaction is very important to every business person.According to Philip kotler consumer satisfaction is defined as personal feeling of pleasure resulting from comparing a products pursued performance in relation to his/her expectations.

1.5 NEED FOR STUDY:

India has 16 percent of the worlds population 2.5 percent of the land mass and 4 percent of the worlds water resources. These limited water resources are depleting rapidly while the demands on them are increasing. Drinking water supplies in many parts of India are intermitted. Transmission and distribution networks for water are generally old and badly maintained and as a result are deteriorating. A growing population has increased the demand for drinking water and rapid urbanization has required increasing sewage treatment. Many industries have been forced to adopt water recycling system due to scarcity of water. Growing public concern, media pressure and renewed legislation has left industries with no option but to install water treatment equipment. There is no doubt that water and sustainable development are inextricably linked. Once viewed as an infinite and bountiful resource, water today defines human, social and economic development. We look at the present scenario, we are leading towards crisis. About 85% of rural population in India is solely depended on ground water, which is depleting at a fast rate. In the urban areas though about 60% of the population is depended on surface water sources, the availability and quality are questionable. As a result of excessive extraction of ground water to meet agriculture, industrial and domestic demands, drinking water is not available during the critical summer months in many parts of the country.

Chemical contaminants namely fluoride, arsenic and selenium pose a very serious health hazard in the country. It is estimated that about 70 million people in 20 states are at risk due to excess fluoride and around 10 million people are at risk due to arsenic in ground water.

1.6 SCOPE OF THE STUDY

A substantial proportion of all marketing research involves the direct study of people. The kinds of people studied are extremely varied including such individuals, partners, company, school/college and hospital. Satisfaction is among the most complex, least understood, but not used social-psychological concept in marketing. The researcher has made an attempt to study the consumer satisfaction towards water purifier machine users. Consumer preference is dynamic, therefore it is necessary to study analysis and understand it continuously and monitor this understanding so that effective decisions can be taken in respect of product, price, models, design of the water purifier machines. The study on consumer satisfaction will be helpful to know who the customers are? What they want? How they want? How they react to the product? The wants of the customers are carefully studied by conducting survey of consumer satisfaction. The feature studies of researcher will be undertaken into the comparison of different products.

1.7 STATEMENT OF THE PROBLEM:

Purified drinking water is essential to every citizen. The government cannot provide this to the entire population of a country. In a democratic country, different producers of different water purifier machines are entering the market with varied features. The consumer may not aware of the suitable machines depending on their acceptability. It is pertinent to know how far the consumers use the Ro machines and to what extent? and whether they are contended with the available machines. Now a days the pollution is in every form and ever increasing with adulteration. In these alarming situations, it is imperative to study the impulse of using water purifier machines.

1.8 OBJECTIVES OF THE STUDY:

To study the availability of different products for water treatment in the market. To identify the factors influencing the consumer to buy the water purifier system. To measure the level of satisfaction with reference to the cost of the machine and the output of the water purifier machines users. To study the problems faced by the respondents in using the water purifier system. To recapitulate the major findings and to offer constructive suggestions for their betterment and conclusion.

1.9 RESEARCH METHODOLOGY

1.9.1 AREA OF THE STUDY
The study was conducted in Erode Town.

1.9.2 PERIOD OF THE STUDY

The period of the study covers one year from 2010 to 2011.

1.9.3 SOURCES OF THE DATA

The validity of any research is based on the data collected for the study. The present research is based on the both primary as well as secondary data. The primary data were collected from the selected sample respondents in the study area. Simple random sampling method was used to select the respondents. Questionnaire was the main tool used for collecting the first hand information from the respondents. Hence, great attention was given to construct the questionnaire. The questionnaire was prepared with the help of the research guide and experts. The questions were framed in a simple manner, capable of being answered easily and quickly by the respondents. Dicotamy questions and questions with multiple choices were used in the questionnaire. The study also consists of secondary data, which are collected from magazines, newspapers and journals and also through websites.

1.9.4 SAMPLE SIZE

The sample size selected for the study is 175 respondents in Erode Town. The respondents are selected by simple random sampling method.

1.9.5 SAMPLING TECHNIQUES

Data on the various aspects directly and indirectly related to the investigation were gathered through questionnaires from the respondents. The questions were necessary to ensure the reliability of the information. The questions were simple to understand and to contain the choice of question should be collected from various respondents. It should be seen that parties are not biased or prejudiced and are mentally sound.

1.9.6 TOOLS FOR ANALYSIS

In order to analyze the satisfaction of consumers, the following tables of analysis were used to obtain the various objectives of the study.

CHI-SQUARE ANALYSIS
Chi square test is an important test among the several tests of significance developed by statisticians. Chi square symbolically written as (pronounced as ki-square), is statistical measure used in the context of sampling analysis for comparing a variance to a theoretical variance. The following formula can be used for calculating chi square value.

With degree of freedom (D.F) (C-1)(R-1) were O = Observed frequency E = Expected frequency C = Number of columns R = Number of rows

HENRY GARRET RANKING

Percentage position Were, = 100(Rij 0.5) / Nj

Rij = Rank given for ith factor by jth individual.

Nj = Number of factors ranked by jth individual.

1.10 LIMITATIONS OF THE STUDY:

The study is limited to Erode town only and these findings of study cannot be extended to other areas. The sample size has been restricted to 175 samples due to time constraint. At the time of completing the questionnaire the researcher has faced some problems like unwillingness of the respondents and the inability of respondents in filling the questionnaire.

1.11CHAPTER SCHEME
The present empirical study has been divided into four chapters Chapter 1: Introduction and design of the study This chapter presents Introduction, Scope of the study, Statement of the problem, Objectives of the study, Research methodology, Tools for analysis, Limitations of the study and Chapter scheme. Chapter 2: An overview of water purifier machines This chapter presents Profile of study area and an overview of water purifier machines. Chapter 3: Consumer satisfaction Chapter 4: Summary of Findings, Suggestions and Conclusion In this chapter the result of the study have been summarized and presented along with possible suggestions and conclusion.

CHAPTER II AN OVERVIEW OF WATER PURIFIER MACHINES

2.1 KENT RO SYSTEM
This company offers health care products with a vision for making the world a healthy and a happy family. Their mission is to produce innovative healthcare products that purify the water we drink, the food we eat and the air we breathe, thus help to live healthier. For their bringing healthcare products to their customers is more than just a business and it is a passion. Pioneer in bringing revolutionary reverse osmosis (Ro) technology to India, KENT started its operations from Noida, India in 1999. Despite a humble beginning, today KENT is a strong organization with offices spread across India. Most importantly, today KENT has lakhs of satisfied customers to its credit world wide. KENT Ro system limited has always been a fore runner with technology and quality. Its products have proved their standards and delighted the consumers. KENT has two huge production facilities in Uttaranchal. The two facilities are spread across an area of 30,000 sq. ft. and 100,000 sq. ft. respectively and employ around 500 people together. Both these production facilities are ISO 9001: 2008 certified worlds first and only patented mineral Ro technology. KENT proudly offers double purification of Ro followed by UV. Their water purifiers are suited for all types of raw water. KENT purifiers are trusted by over 1 million customers spread across the country and have an established track record of over a decade in the water

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purification industry. KENT has its own offices at over 16 locations across India with over 300 channel partners nationwide. Their service network is present at over 300 locations to make sure that the customers experience a continued and trouble free after sales support for their products. KENT is an ISO 9001: 2008 certified company and most of their products are certified with WQA, Gold seal, USA, all the products also conform to CE certification standards. KENT offers varied range of products for any application. Be it entry level purifier to technology driven high capacity commercial purifiers. Their products have a wide range to suit varied needs of customers and for different types and usage. Be it water or air purifies the range is just endless and its competitively priced to suit every pocket.

TABLE 2.1 PRODUCT TYPES AND THEIR PRICE STRUCTURE

MINERAL RO WATER PURIFIERS KENT SUPER+ KENT PRIDE KENT WONDER KENT GRAND + KENT EXCELL+ KENT PEARL KENT ELITE KENT ELITE II PRICE 14350 15500 16500 16500 16500 16950 24000 48000 UV GRAVITY WATER PURIFIERS KENT GOLD OPTIMA KENT GOLD KENT GOLD+ KENT CRYSTAL KENT GOLD COOL KENT SMART KENT ELITE I+ PRICE

1250 2495 2600 2900 3600 55000 27000

Source: compare india.in.com

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TABLE 2.2 PRODUCT TYPES AND THEIR PRICE STRUCTURE

UV TECHNOLOGY WATER PURIFIERS KENT MAXX KENT ULTRA UF TAP WATER PURIFIERS KENT TAP GUARD KENT SMART UF

PRICE

PRICE

7950 7950

7500 7500

Source: compare india.in.com

2.2 PHILIPS
The foundations of Philips were laid in 1891 when ANTON and GERARD Philips established Philips & Co in Eindhoven, the Netherlands. The company begun manufacturing carbon-filament lamps and the turn of the century had become one of the largest producers in Europe stimulated by the industrial revolution in Europe. Philips first research laboratory started introducing its first innovations in the X-ray and radio technology, over the year, the list of inventions has only been growing to include many break through that have continued to enrich peoples everyday lives. Philips employee approximately 119000 employees in more than 60 countries worldwide with sales of Euro 25.4 billion in 2010, the company is market leader in cardiac care, acute care and home healthcare, energy efficient lighting solutions and new lighting applications, as well as life style products

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for personal well-being and pleasure with strong leadership positions in male shaving and grooming, portable entertainment and oral healthcare. As one of the nationss most well known and well prefered brands, Philips is a part of practically every Indians life. With recent launch of Philips respironics product categories in obstructive sleep apnea management and home respiratory care, home decorative lighting range and ACU range, Philips products find use in virtually every aspect of an individuals daily life 24*7 at home, at work, on the move and at rest. Philips has been operating in India for over 75 years and employs over 4500 employees around the country. The company has an excellent pan India distribution and after sales service network.

TABLE 2.3 PRODUCT TYPES AND THEIR PRICE STRUCTURE

UV WATER PURIFIERS Pure water UV UV class A UV class A battery backup UV class A intellifill UV class A battery backup intellifill PRICE 6,495 7,495 8,995 9,495 10,995

Source: www.philips.co.in

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2.3 PUREIT
Pureit is the worlds most advanced in home water purifier. Pureit a break through offering of Hindustan Unilever (HUL). Provides complete protection from all water borne disease, unmatched convenience and affordability. Pureit unique Germ kill battery technology kills all harmful viruses and bacteria and removes parasites and pesticides impurities, giving the water that is as safe as boiled water. It assures the family 100% protection from all water borne disease like Jaundice, diarrhea, typhoid and cholera. Whats more it doesnt need gas, electricity or continuous tap supply. Pureit not only renders water micro biologically safe, but also makes the water clear, odorless and good tasting. Pureit does not leave any residual chlorine in the output water. The output water from pureit meets stringent criteria for micro biologically safe drinking water, from one of the toughest regulatory agencies in the USA, EPA (Environmental Protection Agency). The performance of pureit has also been tested by leading scientific and medical institutions in India and abroad. This patented technological break through has been developed by HUL. This state of the art engineering developed by a team of over 100 Indian and international experts from HUL and Unilever research centers has made pureit possible at the consumer price of just 2000 Pureit runs with a unique Germkill battery kit that typically lasts for 1500 liters of water. The Germkill battery kit is priced at 365. This means

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consumers will get 4 liters of water that is as safe as boiled water for just one rupee, which works out to an extremely affordable 24 paise per liter. Pureit in home purification system uses a 4 stages purification process to deliver as safe as boiled water without the use of electricity and pressurized tap water. Pure it purifies the input drinking water in four stages, namely 1. Micro fiber MeshTM 2. Compact carbon trapTM 3. Germ kill processorTM 4. Polisher TM

TABLE 2.4 PRODUCT TYPES AND THEIR PRICE STRUCTURE

MODEL Pureit compact Pureit classic Pureit auto fit Pureit marvella PRICE 1000 2000 3200 6900

Source: compare india.in.com & www.hul.co.in

2.4 EUREKA FORBES

It dates back to 1982, when health ambassadors from Eureka forbes, with a new concept of living in a clean environment and drinking water in its purest

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form knocked at the customers door. They called themselves friends for life and they proved that they indeed were. Eureka forbes continues to be the best friend in Indian households after three decades and the sentiments have not changed. Eureka forbes is a part of the shapoorji pallonji group and today it is a 13 billion INR multi product and multi channel corporation incepted in 1982, they have put 29 years of consolidated efforts to become the undisputed leaders in domestic and industrial water purification systems, vacuum cleaners, air purifiers and security solutions. Being Asias largest direct sales organization, their force of 7500 direct personnel touches 8 million homes. They have one of the largest networks catering to more than 145 cities and 398 towns across the country. They also have a 15000 strong dealers sales network and over 58 distributor strong industrial sales networks. Dedicated to the case of providing healthier living, today they have successfully established themselves as a business super brand and their dedicated team works around the clock to make the lives healthier and more secure. They strive to provide the best after sales services, and to achieve the same they have over 1500 service centers and as many as 5800 company trained technicians who visit over 25000 Indian kitchens daily. It is the Indias largest water purifier company.

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TABLE 2.5 PRODUCT TYPES AND THEIR PRICE STRUCTURE

PRODUCT TYPES Aquaguard xtra Aquasure storage UV Aquasure Aqua flow DX Aquaguard Ultra Spring fresh DX Aqua guard verve Aquaguard classic Aquasure crystal Aquaguard compact Aquagurad total Atom Aquagurad Boosten Aquagurad HI-F10 PRICE 1390 3990 4990 5990 6490 6990 7390 7650 7990 8490 9190 9490 PRODUCT TYPES Aquasure elegant Ro Aqua guard total infinite Aquagurad total reviva Aquasure elegant DX Aquaguard total protect Amrit Aquaguard total miracle Aquaguard total protect Amrit Aquaguard total miracle Aquaguard total sensa PRICE 9990 9990 10990 12490 13990 14000 16000 13990 14000 16000 17900

Source: compare india.in.com

2.5 MODI DURANT

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TABLE 2.6 PRODUCT TYPES AND THEIR PRICE STRUCTURE

MODEL Aqua pure Dew Drops Aqua pure UV Aqua pure Pearl Aqua pure oasis PRICE 5250 6450 13995 14495

Source: compare india.in.com

2.6 WHIRLPOOL
TABLE 2.7 PRODUCT TYPES AND THEIR PRICE STRUCTURE
MODEL UTS Ro Deluxe Ro with MES Purafresh Deluxe PRICE 14750 15250 15950 MODEL Purafresh Elite Elite Ro with in ES Purafresh platinum PRICE 16750 16950 23950

Source: compare india.in.com

2.7USHA BRITA

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TABLE 2.8 PRODUCT TYPES AND THEIR PRICE STRUCTURE

MODEL Waterguard spring SF Waterguard crystal SF Waterguard SF 620+ Waterguard max SF 1724T Waterguard ultra Waterguard ultra + PRICE 1499 1845 2299 2999 5999 7599 MODEL Waterguard digital Ro Aquarius Ro optima Ro under sink Ro Aviva Ro splash PRICE 9999 11950 13999 14999 15999 15999

Source: compare india.in.com

2.8 ZERO B
TABLE 2.9 PRODUCT TYPES AND THEIR PRICE STRUCTURE
MODEL sapphire Pristine(5L) Pristine(5L) Emerald Kitchen mate PRICE 2090 14990 14990 15990 15990 MODEL Pristine (10L) Sureksha plus Sureksha plus ultimate Intello (15L) PRICE 16990 16990 16990 26500 26500

Source: compare india.in.com

2.9 HI TECH

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TABLE 2.10 PRODUCT TYPES AND THEIR PRICE STRUCTURE

MODEL Ro 8 Ro 10 OF Brenna Water crystal Ro 10 AWT under the sink Ro 15 OF PRICE 11000 12000 12000 12000 14000 14500 MODEL Ro counter Top PRICE 14500

Ro 15 AWT under the 16000 sink Water lagoon RIO Ro 25 OF 16000 18000 20000

Ro 25 AWT under the 24000 sink

Source: compare india.in.com

2.10 KENSTAR
TABLE 2.11 PRODUCT TYPES AND THEIR PRICE STRUCTURE
MODEL Bio mini Bio Pure Bio pure PRICE 1575 2250 2575 MODEL WP 117 Le pure PRICE 3200 5590

Source: compare india.in.com

2.11 ALFAA

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TABLE 2.12 PRODUCT TYPES AND THEIR PRICE STRUCTURE

MODEL Pureflow i C120 i Eater i C120 si PRICE 4900 5940 5990 6450 MODEL Ewater smart Ewater Genius DEN DROP PRICE 6750 7300 14990

Source: compare india.in.com TABLE 2.13 VARIOUS COMPANIES PRODUCT LIST MODEL 2.12.TATA swach 2.13.GODREJ GP200(UV) PRICE 999 6850

2.14.HEMKUND Wall mounted 3746 Table top 6300 2.15.INALSA CT1 13590 CT2 15990 Source: compare india.in.com

CHAPTER III

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CONSUMER SATISFACTION
In this chapter the data collected from the primary sources have been analyzed and interpreted For the purpose of the analysis, variables are classified into two strata viz., dependent variable and independent variables. The independent variables used in this study are age, sex, qualification, occupation and income of the respondents The following are the dependent variables used in this study are cost of machine, no of years used, usage of water, maintenance. The following statistical tools were used for analysis of the above stated demographic variables. 1. Mean value 2. Standard Deviation 3. Range 4. Chi-square test 5. Henry Garret Ranking

3.1 TYPE OF USERS

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Users are the people who buy and use the product. They are the important persons in running the business in a successful way. To design a product, one has to know a lot about users and their views to make it more successful in this competitive market. Users are of many types for water purifiers. They are individual, partners, company, school and colleges, hospital. The following table shows the distribution of types of users of water purifiers.

TABLE NO.3.1 TYPE OF USERS AND THEIR LEVEL OF SATISFACTION

Type of S. No. User 1 2 3 4 5 No. of Respondent s 98 19 26 Range % 56.0 10.9 14.9 8.6 9.7 100.0 Mean 38.7 37.9 38.0 40.9 40.0 Min 22.0 22.0 21.0 30.0 32.0 Max 55.0 47.0 48.0 54.0 49.0 S.D 5.6 6.7 5.5 8.5 5.8

Individual Partners Company School/colleg 15 e Hospital 17 Total 175

The above table shows that the type of users and their level of satisfaction of the water purifier machine. The individuals range between the minimum 22.0 and the maximum of 55.0 with an average of 38.7. The level of satisfaction of partners range between the minimum 22.0 and the maximum of 47.0 with an average of 37.9. The level of satisfaction of company ranges between the minimum of 21.0 and the maximum of 48.0 with an average of 38.0. The level of satisfaction of school/college ranges between the minimum of 30.0 and the maximum of 54.0 with an average of 40.9. The level of

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satisfaction of hospital ranges between the minimum of 32.0 and the maximum of 49.0 with an average of 40.0 Thus the table gives the result that the respondents of school/colleges have the maximum satisfaction than the other users in using the water purifier machine. In order to verify the result shown in the table 3.1 a two way table was prepared. The above table shows that the type of user and their level of satisfaction of water purifier machine user. In the case of high level of satisfaction 48.9% of respondents belonging to individuals have been satisfied to the maximum and the least 11.1% by the respondents of school/college and the partners respectively.

TABLE NO.3.2 TYPE OF USERS AND THEIR LEVEL OF SATISFACTION

S. No. 1 2 3 4 5
(TWO-WAY TABLE) Level of Satisfaction Type of user Low Medium High 17 59 22 Individual (41.5%) (66.3%) (48.9%) 9 5 5 Partners (22.0%) (5.6%) (11.1%) 5 15 6 Company (12.2%) (16.9%) (13.3%) 5 5 5 School/college (12.2%) (5.6%) (11.1%) 5 5 7 Hospital (12.2%) (5.6%) (15.6%) Total 41 89 45

Total 98 19 26 15 17 175

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In case of medium level of satisfaction 66.3% of the respondents of individual have been satisfied the highest and 5.6% is the least by the respondents of partners and school/college respectively. In case of low level of satisfaction 41.5% of the respondents are individual have been satisfied to the maximum and the least is 12.2% each by the respondents of company, school/college and hospital respectively. Thus the table reveals that the respondents of individuals have been satisfied in using water purifier machine to the maximum level among other respondents. To verify the result shown by table 3.2, a chi-square test was applied. The following table shows this.

TABLE NO. 3.3 TYPE OF USERS AND THEIR LEVEL OF SATISFACTION (CHI-SQUARE TEST)
Factor Type of user Calculated 2 Value 16.292 Table Value 15.507 D.F 8 Remarks Significant at 5% level

It could be seen from the above table no 3.3 that the calculated Chisquare value is greater than the table value and the result is significant at 5% level. Hence the hypothesis, Type of users and their level of satisfaction of water purifier machine holds good. From this it can be inferred that there is significant relationship between the type of users and their level of satisfaction of water purifier machine.

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3.2 GENDER AND LEVEL OF SATISFACTION Sex is cultural symbol. Sex plays a vital role in decision making process, Male respondents take more influence when compared with female respondents in decision making process. Female respondents are also participated in decision making while purchasing a costly product for home use. So sex is considering as an important factor when measuring the level of satisfaction. The following table shows the distribution of respondents based on sex.

TABLE NO. 3.4 GENDER AND THEIR LEVEL OF SATISFACTION

S. No. 1 2 Gender Male Female Total 175 No. of Respondents 82 93 % 46.9 53.1 100.0 Mean 38.5 38.9 Range Min Max 21.0 22.0 52.0 55.0 S.D 5.8 5.9

The above table shows that the gender and level of satisfaction of water purifier machine users. Male respondents range between the minimum 21.0 and the maximum of 52.0 with an average of 38.5. The level of satisfaction of Female respondents range between the minimum of 22.0 and the maximum of 55.0 with an average of 38.9. Thus the table gives the result that the female respondents have the maximum satisfaction than the male respondents in using of water purifier machine. In order to verify the result shown in the table 3.4 a two way table was prepared.

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TABLE NO. 3.5 GENDER AND THEIR LEVEL OF SATISFACTION (TWO-WAY TABLE)
S. No. 1 2 Gender Male Female Total Level of Satisfaction Low Medium High 20 38 24 (48.8%) (42.7%) (53.3%) 21 51 21 (51.2%SS) (57.3%) (46.7%) 41 89 45 Total 82 93 175

In the case of high level of satisfaction 53.3% of the male respondents have been satisfied, the highest and 46.7% is the least by the female respondents. In the case of medium level of satisfaction of 57.3% of the female respondents have been satisfied the highest and 42.7 is the least by the male respondents. In case of low level of satisfaction 51.2% of the female respondents have been satisfied, the highest and 48.8% is the least by the male respondents. Thus the table reveals that the female respondents have been satisfied in using of water purifier machine among other respondents. To verify the result shown by table 3.5, a chi-square test was applied. The following table shows this.

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TABLE NO. 3.6 GENDER AND THEIR LEVEL OF SATISFACTION (CHI-SQUARE TEST)
Factor Gender Calculated 2 Value 1.438 Table Value 5.991 D.F 2 Remarks Not significant

It is clear from the above table 3.6 that the calculated chi-square value is less than the table value, that the result is not significant. Hence the hypothesis gender and level of satisfaction of water purifier machine user holds not good. It is found that there is no close relationship between the gender and their level of satisfaction. 3.3AGE OF THE RESPONDENTS Age is one of the most important factors that help in decision making in our life. The thinking of the old people and the youngsters vary in their in decision making because of experience. Age of the individual is an indirect tool to take a wise and correct decision. An attempt is made to analyse the relationship between the age and their level of satisfaction of respondents. For this purpose the respondents have been classified into 3 groups of age viz., young (below 25 years), middle (25-50 years) and old age (above 50 years). The following table shows this.

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TABLE NO. 3.7 AGE AND THEIR LEVEL OF SATISFACTION

S. No 1 2 3 Age Below 25 years 25-50 years Above 50 years Total No. of Respondents 62 87 26 175 % 35.4 49.7 14.9 100.0 Mean 38.4 39.1 38.0 Range Min Max 21.0 55.0 22.0 31.0 54.0 49.0 S.D 6.2 6.1 4.1

The above table shows that the age and level of satisfaction of water purifier machine users young aged respondents below 25 years range between the minimum 21.0 and the maximum of 55.0 with an average of 38.4. The level of satisfaction of middle aged (25-50 years) respondents range between the minimum of 22.0 and the maximum of 54.0 with an average of 39.1. The level of satisfaction of above 50 years (old aged) respondents ranges between the minimum of 31.0 and the maximum of 49.0 with an average of 38.0. Thus the table gives the result that the respondents of 25-50 years (middle aged) have the maximum satisfaction than the other respondents in using of water purifier machine. In order to verify the result shown in the table 3.7 a two way table was prepared.

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TABLE NO. 3.8 AGE AND THEIR LEVEL OF SATISFACTION (TWO-WAY TABLE)
S. No. 1 2 3 Level of Satisfaction Low Medium High Below 25 23 31 8 years (56.1%) (34.8%) (17.8%) 12 45 30 25-50 years (29.3%) (50.6%) (66.7%) Above 50 6 13 7 years (14.6%) (14.6%) (15.6%) Total 41 89 45 Age Total 62 87 26 175

The above table shows that the age and level of satisfaction of water purifier machine user. In the case of high level of satisfaction 66.7% of respondents belonging to 25-50 years have been satisfied to the maximum and the minimum 15.6% by the aged respondents above 50 years. In the case of medium level of satisfaction 50.6% of the respondents with 25-50 years have been satisfied, the highest and 14.6% is the least by the respondents with above 50 years. In the case of low level of satisfaction 56.1% with below 25 years have been satisfied to the maximum and the least is 14.6% by the respondents with above 50 years. Thus the table reveals that the respondents with 25-50 years have been satisfied in usig water purifier machine to the maximum level among other respondents. To verify the result shown by the table 3.8, a chi-square test was applied. The following table shows this.

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TABLE NO. 3.9 AGE AND THEIR LEVEL OF SATISFACTION (CHI-SQUARE TEST)
Factor Age Calculated 2 Value 14.992 Table Value 9.488 D.F 4 Remarks Significant at 5% level

In could be seen from the above table no 3.9 that the calculated chisquare value is greater than the table value and the result is significant at 5% level. Hence the hypothesis age of the respondents and their level of satisfaction of water purifier machine using holds good. From this, it can be inferred that there is significant relationship between the age of respondents and their level of satisfaction of water purifier machine user.

3.4 MARITAL STATUS

Marriage is a turning point in any individuals life. The life partner brings cheer, wealth and adds to the prestige. Mostly the thought of owning a house arises only after getting married. These are a close bondage between martial status and owning an independent house. The decision making process is very much influenced by the spouse especially for costly and luxury items. The following table shows the distribution of respondents based on marital purpose.

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TABLE NO. 3.10 MARITAL STATUS AND THEIR LEVEL OF SATISFACTION

S. No. 1 2 Marital status Married Single Total No. of % Respondents 126 72.8 49 28.0 175 100.0 Mean 38.5 39.4 Range Min Max 22.0 52.0 21.0 55.0 S.D 5.6 6.5

From the above table the level of satisfaction of the married respondents using the water purifier machine ranges between the minimum of 22.0 and the maximum of 52.0 with an average of 38.5. The level of satisfaction of single respondents ranges between the minimum of 21.0 and the maximum of 55.0 with an average of 39.4. Thus the table gives the result that the single respondents have maximum satisfaction than the married respondents. To verify the result shown by table 3.10 a two way table was prepared.

TABLE NO. 3.11 MARITAL STATUS AND THEIR LEVEL OF SATISFACTION (TWO-WAY TABLE)
S. No. 1 2 Marital status Married Single Total Level of Satisfaction Low Medium High 34 66 26 (82.9%) (74.2%) (57.8%) 7 23 19 (17.1%) (25.8%) (42.2%) 41 89 45 Total 126 49 175

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The above table shows the marital status and their level of satisfaction of the respondents in using the water purifier machine. In the case of high level of satisfaction, 57.8% married respondents have been satisfied to the highest and the least 42.2% by the single respondents. In the case of medium level of satisfaction, 74.2% of married respondents have been satisfied to the highest and 25.8% is the least by single respondents. In the case of low level of satisfaction, the married respondents have been satisfied to the highest 82.9% and the single respondents are the least by 17.1%. Thus the table shows the result that the married respondents have used water purifier machine to the maximum level than the other respondents. In order to verify the result shown by table 3.11 a chi-square test was applied. The following table shows this.

TABLE NO. 3.12 MARITAL STATUS AND THEIR LEVEL OF SATISFACTION (CHI-SQUARE TEST)
Factor Marital status Calculated 2 Value 7.149 Table Value 5.991 D.F 2 Remarks Significant at 5% level

It could be seen from the above table no 3.12 that the calculated chisquare value is greater than the table value and the result is significant at 5% level. Hence the hypothesis, marital status and their level of satisfaction holds good. From this, it can be inferred that there is significant relationship between the marital status and their level of satisfaction of water purifier machine users.

33

3.5 QUALIFICATION AND THEIR LEVEL OF SATISFACTION Education plays a crucial role in sharpening the personality and wisdom of an individual. Education is establishing awareness among human beings. An attempt is made to analyze the relationship between the educational status and their level of satisfaction of respondents. For this purpose the respondents have been classified according to their education viz., school level, collegiate and professional.

TABLE NO. 3.13 QUALIFICATION AND THEIR LEVEL OF SATISFACTION

S. No. 1 2 3 Qualificatio n School level Collegiate Professional Total No. of % Respondents 108 61.7 46 26.3 21 12.0 175 100.0 Mean 38.9 38.0 39.0 Range Min Max 22.0 55.0 21.0 48.0 30.0 54.0 S.D 5.7 6.1 6.5

The above table shows that the level of satisfaction of the school level respondents using the water purifier machine ranges between the minimum of 22.0 and the maximum of 55.0 with an average 38.9. The level of satisfaction of collegiate respondents ranges between the minimum 21.0 and the maximum of 48.0 with an average 38.0. The level of satisfaction of professional respondents ranges between the minimum 30.0 and the maximum of 54.0 with an average 39.0. Thus the table gives result that the professional respondents are satisfied to the maximum level in using the water purifier machines. To verify the result shown by table 3.13 a two way table was prepared.

34

TABLE NO. 3.14 QUALIFICATION AND THEIR LEVEL OF SATISFACTION (TWO-WAY TABLE)
S. No. 1 2 3. Qualification School level Collegiate Professional Total Level of Satisfaction Low Medium High 24 55 29 (58.5%) (61.8%) (64.4%) 12 24 10 (29.3%) (27.0%) (22.2%) 5 10 6 (12.2%) (11.2%) (13.3%) 41 89 45 Total 108 (61.7) 46 (26.3) 21 (12.0) 175

The above table shows the qualification and level of satisfaction of the respondents in using the water purifier machine. In the case of high level of satisfaction, 64.4% school level respondents have been satisfied to the highest and the least 13.3% by the professional respondent. In the case of medium level of satisfaction 61.8% of school level respondents have been satisfied to the highest and the least 11.2% by the professional. In the case of low level of satisfaction 58.5% of school level respondents have been satisfied to the highest and the least 12.2% by the professional. Thus the table shows the result that the school level respondents have used water purifier machine to the maximum level than other respondents. In order to verify the result shown by table 3.14 a chi-square test was applied. The following table shows this

35

TABLE NO. 3.15 QUALIFICATION AND THEIR LEVEL OF SATISFACTION (CHI-SQUARE TEST)
Factor Qualificatio n Calculated 2 Value 0.670 Table Value 9.488 D.F 4 Remarks Not significant

It could be seen from the above table that calculated chi-square value is less than the table value and the result is not significant at 5% level. Hence the hypothesis, Qualification of the respondents and their level of satisfaction of Ro-machine using holds no good. From this, it can be inferred that there is no significant relationship between qualification of respondents and their level of satisfaction of water purifier machine user.

3.6 OCCUPATION AND THEIR LEVEL OF SATISFACTION

Occupation is a status symbol as well as a basic financial support for humans, in the society. An individual is respected based on the occupation and thus it plays a crucial role in everybodys life. Hence occupation plays an important role in taking a clever decision on important occasions. For the purpose of this study, occupation has been studied under four heads viz., business, private employee, govt. employee and agriculture.

36

TABLE NO. 3.16 OCCUPATION AND THEIR LEVEL OF SATISFACTION

S. No. 1 2 3 4. Occupation Business Private employee Govt. employee Agriculture Total No. of Respondents 42 49 56 28 175 % 24.0 28.0 32.0 16.0 100.0 Mean 38.7 39.1 38.9 37.6 Range Min Max 22.0 48.0 21.0 54.0 22.0 22.0 55.0 52.0 S.D 5.5 6.1 5.9 6.1

The above table shows that the level of satisfaction of the business respondents using the water purifier machine ranges between the minimum of 22.0 and the maximum of 48.0 with an average of 38.7. The level of satisfaction of the private employee respondents ranges between the minimum 21.0 and the maximum of 54.0 with an average of 39.1. The level of satisfaction of the govt. employee of respondents ranges between the minimum of 22.0 and the maximum of 55.0 with an average 38.9. The level of satisfaction of agriculture respondents ranges between the minimum 22.0 and the maximum of 52 with an average of 37.6. Thus the table gives the result that the private employee respondents satisfied to the maximum in using in water purifier machine.

37

TABLE NO. 3.17 OCCUPATION AND THEIR LEVEL OF SATISFACTION (TWO-WAY TABLE)
S. No. 1 2 3 4. Occupation Business Private employee Govt. employee Agriculture Total Level of Satisfaction Low Medium High 7 21 14 (17.1%) (23.6%) (31.1%) 16 25 8 (39.0%) (28.1%) (17.8%) 7 31 18 (17.1%) (34.8%) (40.0%) 11 12 5 (26.8%) (13.5%) (11.1%) 41 89 45 Total 42 49 56 28 175

The above table shows the occupation and level of satisfaction of the respondents in using the water purifier machine. In the case of high level of satisfaction 40% of govt. employee has been satisfied to the highest and the least 11.1% by the agriculture respondents. In the case of medium level of satisfaction, 34.8% govt. employee have been satisfied to the highest and the least 13.5% by the agriculture respondents. In the case of low level of satisfaction 39.0% private employee have been satisfied to the highest and least 17.1% each by the business and govt. employee respondents respectively. Thus the table gives the result that the govt. employee respondents have been satisfied to the maximum than other respondents in using in water purifier machine.

38

In order to verify the result shown by table 3.17, a chi-square test was applied. The following table shows this.

TABLE NO. 3.18 OCCUPATION AND THEIR LEVEL OF SATISFACTION (CHI-SQUARE TEST)
Factor Occupation Calculated 2 Value 13.241 Table Value 12.592 D.F 6 Remarks Significant at 5% level

It could be seen from the above table no 3.18 that the calculated chisquare value is greater than the table value and the result is significant at 5% level. Hence the hypothesis, Occupation and their level of satisfaction holds good. From this, it can be inferred that there is significant relationship between the occupation and their level of satisfaction of water purifier machine users.

3.7 SIZE OF FAMILY

Family means group of persons who form a house hold under the head includes parents; children etc... The number of family members play a vital role in decision making process. An attempt is made to analyze the relationship between the size of family and their level of satisfaction of respondents. For this purpose, the respondents have been classified according to their size of family as below 3 members, 3-6 members and above 6 members.

39

TABLE NO. 3.19 SIZE OF THE FAMILY AND THEIR LEVEL OF SATISFACTION
S. No. 1 2 3 Size of the family Below 3 members 3-6 members Above 6 members Total No. of % Respondents 53 30.3 84 48.0 38 21.7 175 100.0 Mean 38.1 39.1 38.7 Range Min Max 21.0 52.0 22.0 55.0 30.0 54.0 S.D 5.6 6.1 5.9

The above table shows that the level of satisfaction of the size of family with below 3 members of the respondents using the water purifier machines ranges between the minimum of 21.0 and the maximum of 52.0 with an average of 38.1. The level of satisfaction with 3-6 members family respondents ranges between the minimum 22.0 and the maximum of 55.0 with an average of 39.1. The level of satisfaction above 6 members of family respondents ranges between the minimum of 30.0 and the maximum of 54.0 with an average 38.7. Thus the table gives the result that the 3-6 members family respondents satisfied to the maximum level in using of water purifier machine. To verify the result shown by table 3.19 a two way table was prepared.

40

TABLE NO. 3.20 SIZE OF THE FAMILY AND THEIR LEVEL OF SATISFACTION (TWO-WAY TABLE)
S. No. 1 2 3 Size of the family Below 3 members 3-6 members Above 6 members Total Level of Satisfaction Low Medium High 6 29 18 (14.6%) (32.6%) (40.0%) 19 43 22 (46.3%) (48.3%) (48.9%) 16 17 5 (39.0%) (19.1%) (11.1%) 41 89 45 Total 53 84 38 175

The above table shows the size of family and level of satisfaction of the respondents in using the water purifier machine. In the case of high level of satisfaction 48.9% 3-6 members family respondents have been satisfied to the highest and the least 11.1% by the above 6 members in the family. In the case of medium level of satisfaction, 48.3% of the respondents with 3-6 members family have been satisfied to the highest and the least 19.1% by the above 6 members in the family. In the case of low level of satisfaction 46.3% of the respondents with 3-6 members family respondents have been satisfied to the highest and the least 14.6% by the below 3 members family respondents. Thus the table gives the result that the 3-6 members family size have been highly satisfied in using the water purifier machine. In order to verify the result shown by table 3.20, a chi-square test was applied. The following table shows this.

41

TABLE NO. 3.21 SIZE OF THE FAMILY AND THEIR LEVEL OF SATISFACTION (CHI-SQUARE TEST)
Factor Size of the family Calculated 2 Value 13.174 Table Value 9.488 D.F 4 Remarks Significant at 5% level

It could be seen from the above table no 3.21 that the calculated chisquare value is greater than the table value and the result is significant at 5% level. Hence the hypothesis, size of the family and their level of satisfaction holds good. From this, it can be inferred that there is significant relationship between the size of the family and their level of satisfaction in using of water purifier machine.

3.8 NATURE

OF

RESIDENCE

AND

THEIR

LEVEL

OF

SATISFACTION
Residence is one of the basic needs of human life. The residence of the respondents plays a vital role in using water purifier machine. Because residents living in rented house with poor income may not afford to have the water purifier machine. More over people living in rented houses are subject to the frequency of shifting their residence often. Hence an attempt has been made to find out the nature of residence of the respondents. The following table shows this.

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TABLE NO. 3.22 NATURE OF RESIDENCE AND THEIR LEVEL OF SATISFACTION

S. No. 1 2 Nature of residence Own house Rented house Total No. of % Respondents 102 58.3 73 41.7 175 100.0 Mean 38.5 39.0 Range S.D Min Max 21.0 53.0 5.9 22.0 55.0 5.8

The above table shows that the level of satisfaction of the nature of residence of Own house respondents using the water purifier machine ranges between the minimum of 21.0 and the maximum of 53.0 with an average 38.5. The level of satisfaction of rented house respondents range between the minimum 22.0 and the maximum of 55.0 with an average of 39.0. Thus the table gives the result that the rented house respondents are satisfied in using of water purifier machine to the maximum level than the other respondents. To verify the result shown by table 3.22 a two way table was prepared.

43

TABLE NO.3.23 NATURE OF RESIDENCE AND THEIR LEVEL OF SATISFACTION (TWO-WAY TABLE)
S. No. 1 2 Nature of residence Own house Rented house Total Level of Satisfaction Low Medium High 25 52 25 (61.0%) (58.4%) (55.6%) 16 37 20 (39.0%) (41.6%) (44.4%) 41 89 45 Total 102 73 175

The above table shows the nature of residence and their level of satisfaction of the respondents in using the water purifier machine. In the case of high level of satisfaction 55.6% own house respondents have been satisfied to the highest and the least 44.4% by the rented house respondents. In the case of medium level of satisfaction, 58.4% own house respondents have been satisfied to the highest and the least 41.6% by the rented house respondents. In the case of low level of satisfaction 61.0% own house respondents have been satisfied to the highest and least 39.0% by the rented house respondents. Thus the table shows than the own house respondents are highly satisfied in using the water purifier machine. In order to verify the result shown by table 3.23, a chi-square test was applied. The following table shows this.

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TABLE NO. 3.24 NATURE OF RESIDENCE AND THEIR LEVEL OF SATISFACTION (CHI-SQUARE TEST)
Factor Nature of residence Calculated 2 Value 0.261 Table Value 5.991 D.F 2 Remarks Not significant

It could be seen from the above table that the calculated value is less than the table value and the result is not significant at 5% level. Hence the hypothesis, nature of residence of respondents and their level of satisfaction holds no good. From this, it can be inferred that there is no significant relationship between the nature of residence of respondents and their level of satisfaction of water purifier machine users.

3.9

MONTHLY

INCOME

AND

THEIR

LEVEL

OF

SATISFACTION
Monthly income is an important tool for decision making process. Income is the key factor while purchasing any items. An attempt is made to analyze the relationship between the income group and their level of satisfaction of respondents. For this purpose the respondents have been classified according to their income group viz., below Rs.10, 000, Rs.10, 000 30,000, and above Rs.30, 000. The following table shows this:-

45

TABLE NO. 3.25 MONTHLY INCOME AND THEIR LEVEL OF SATISFACTION

S. No. Monthly income 1 2 3 Below ` 10000 `10000-30000 Above ` 30000 Total No. of % Respondents 42 24.0 82 46.9 51 29.1 175 100.0 Mean 40.0 39.1 37.0 Range Min Max 31.0 54.0 22.0 55.0 21.0 49.0 S.D 5.5 5.6 6.2

The above table shows that the monthly income and their level of satisfaction of the water purifier machine user respondents with below 10,000 income ranges between the minimum of 31.0 and the maximum of 54.0 with an average 40.0. The level of satisfaction Rs.10, 000 30,000 income respondents ranges between the minimum 22.0 and the maximum of 55.0 with an average 39.1. The level of satisfaction of above Rs. 30,000 income respondents ranges between the minimum 21.0 and the maximum of 49.0 with an average 37.0. Thus the table gives result that the respondents of below Rs.10000 income groups have the maximum level of satisfaction than the other respondents in using water purifier machine. In order to verify the result shown by table 3.25, a two way table was prepared.

46

TABLE NO. 3.26 MONTHLY INCOME AND THEIR LEVEL OF SATISFACTION (TWO-WAY TABLE)
S. No. Monthly income 1 2 3 Below ` 10000 `10000-30000 Above ` 30000 Total Level of Satisfaction Low Medium High 7 19 16 (17.1%) (21.3%) (35.6%) 16 49 17 (39.0%) (55.1%) (37.8%) 18 21 12 (43.9%) (23.6%) (26.7%) 41 89 45 Total 42 82 51 175

The above table shows that the monthly income and their level of satisfaction of the respondents using water purifier machine. In the case of high level of satisfaction 37.8% of the respondents with Rs.10,000 30,000 income level respondents have been satisfied to the highest and the least 26.7% by the above Rs.30,000 income respondents. In the case of medium level of satisfaction, 55.1% of the respondents with Rs. 10,000 30,000 income level have been satisfied to the highest and the least 21.3% by the respondents with below Rs10,000 income. In case of low level of satisfaction 43.9% respondents with above Rs.30, 000 income have been satisfied to the highest and least 17.0% by the respondents with below Rs 10,000 income. Thus the table reveals that the respondents with Rs 10,000 30,000 income have been satisfied in using the water purifier machine to the maximum level than the other

47

respondents. To verify the result shown by table 3.26, a chi-square test was applied. The following table shows this.

TABLE NO.3.27 MONTHLY INCOME AND THEIR LEVEL OF SATISFACTION (CHI-SQUARE TEST)
Factor Monthly income Calculated 2 Value 10.289 Table Value 9.488 D.F 4 Remarks Significant at 5% level

It could be seen from the above table no 3.27 that the calculated chisquare value is greater than the table value and the result is significant at 5% level. Hence the hypothesis, Monthly income of respondents and their level of satisfaction of water purifier machine users holds good. From this, it can be inferred that there is significant relationship between the monthly income and their level of satisfaction of water purifier machine users.

3.10 TYPE OF SATISFACTION

MACHINE

USED

AND

THEIR

LEVEL

OF

Varieties of water purifier machine are available in the market. The consumer is confused with too many models. An attempt is made to analyze the relationship between the type of machine used and their level of satisfaction of respondents. The type of

48

machine generally classified into three major categories 1. U/V (Ultra Violate) 2. RO (Reverse Osmosis) 3. U/V & RO The following table shows this:-

TABLE NO. 3.28 TYPE OF MACHINE USED AND THEIR LEVEL OF SATISFACTION
S. No. 1 2 3 Type of machine No. of % used Respondents U/V 53 30.3 RO 86 54.9 U/V and RO 36 14.9 Total 175 100.0 Mean 39.2 39.0 36.8 Range Min Max 21.0 54.0 22.0 55.0 22.0 48.0 S.D 6.3 5.6 5.6

The above table shows that the type of machine used and their level of satisfaction of the water purifier machine users. The user of U/V type machine ranges between the minimum of 21.0 and the maximum of 54.0 with an average 39.2. The level of satisfaction of water purifier machine respondents ranges between the minimum 22.0 and the maximum of 55.0 with an average 39.0. The user of U/V and RO type machine ranges between the minimum of 22.0 and the maximum of 48.0 with an average 36.8. Thus the table gives result that RO type machine users are maximum satisfied. In order to verify the result shown by table 3.28, a two way table was prepared.

49

TABLE NO. 3.29 TYPE OF MACHINE USED AND THEIR LEVEL OF SATISFACTION (TWO-WAY TABLE)
S. No. 1 2 3 Type of machine used U/V RO U/V and RO Total Level of Satisfaction Low Medium High 8 28 17 (19.5%) (31.5%) (37.8%) 17 46 23 (41.5%) (51.7%) (51.1%) 16 15 5 (39.0%) (16.9%) (11.1%) 41 89 45 Total 53 86 36 175

The above table shows the type of machine used and their level of satisfaction of the respondents in using the water purifier machine. In the case of high level of satisfaction 51.1% RO machine respondents have been satisfied to the highest and the least 11.1% by the U/V & RO machine respondents. In the case of medium level of satisfaction, 51.7% RO machine respondents have been satisfied to the highest and the least 16.9% by the U/V & RO machine respondents. In the case of low level of satisfaction 41.5% RO machine respondents have been satisfied to the highest and the least 19.5% by the U/V machine respondents. Thus the table reveals that the respondents of maximum level. RO machine user have been satisfied in using the water purifier machine to the

50

In order to verify the result shown by table 3.29, a chi-square test was applied. The following table shows this.

TABLE NO. 3.30 TYPE OF MACHINE USED AND THEIR LEVEL OF SATISFACTION (CHI-SQUARE TEST)
Factor Type of machine used Calculated 2 Value 12.433 Table Value 9.488 D.F 4 Remarks Significant at 5% level

It could be seen from the above table no 4.30 that the calculated chisquare value is greater than the table value and the result is significant at 5% level. Hence the hypothesis, type of machine used and their level of satisfaction of water purifier machine user holds good. From this, it can be It could be seen from the above table no 3.27 that the calculated chi-square value is greater than the table value and the result is significant at 5% level. Hence the hypothesis, Monthly income of respondents and their level of satisfaction of water purifier machine users holds good. From this, it can be inferred that there is significant relationship between the monthly income and their level of satisfaction of water purifier machine users.

51

3.10

TYPE

OF

MACHINE

USED

AND

THEIR

LEVEL

OF

SATISFACTION Varieties of water purifier machine are available in the market. The consumer is confused with too many models. An attempt is made to analyze the relationship between the type of machine used and their level of satisfaction of respondents. The type of machine generally classified into three major categories 1. U/V (Ultra Violate) 2. RO (Reverse Osmosis) 3. U/V & RO The following table shows this:-

3.11 NO OF YEARS USED

It is important to know how many years they are in use. An attempt has been made to study the no of years they use these machines. The following table shows this:-

TABLE NO 3.31
S. No 1 2 3 No of years used Below 2 years 2 -5 years Above 5 years TOTAL No of respondents 73 63 39 175 Percentage 42 36 22 100

52

From the above table it is clear that 42% of the respondents use these systems for a period of below 2 years, 36% of the respondents use these systems ranging from 2 -5 years. The remaining 22% of the respondents use for a period of above 5 years. Thus the table gives the result that majority 42% of the respondents use these systems for a period of below 2 years. which shows as the new concept of awareness among the public.

3.12 INSTALLATION OF THE SYSTEM

Installation of the system is explained the consumer how many times buy the product. 1. First time 2. Second time, The following table shows this:-

TABLE NO 3.32
S. No 1 2 Installation of the system First time Second time TOTAL No of respondents 112 63 175 Percentage 64 36 100

From the above table it is implied that 64% of the respondents installed the system for the first time. 36% of the respondents installed the system for the second time. Thus the table gives the result that majority 64% of the respondents installed the system for the first time.

53

3.13 NO OF LITERS USED

This is clearly explained the need of the water per day for the respondents family. The nuclear family wants only 15 25 liters per day. The joint families are in need of above 25 ltrs per day. An attempt has been made to study the quantity of water used by the respondents. The following table shows this:-

TABLE NO 3.33
S. No 1 2 3 No of liters used Below 15 ltrs 15 25 ltrs Above 25 ltrs TOTAL No of respondents 53 73 49 175 Percentage 30 42 28 100

The above table states that 42% of the respondents use 15 25 liters of water per day. 30% of the respondents use below 15 liters of water. The remaining 28% of respondents use above 25 liters of water per day. Thus the table gives the result that majority 42% of the respondents use 15 25 liters of water per day. which shows that water is used for many purposes(cooking)

3.14 SOURCE OF INFORMATION

The Ro system machines are marketed through various channels such as direct sale, through sales executives, advertisements and display at public

54

gatherings. Sometimes the customers are inspired by their friends and relatives. An attempt has been made to study the sources through which they got their machines. The following table shows this:-

TABLE 3.34
S. No 1 2 3 Source of information Sales executives Advertisement Friends & relatives TOTAL No of respondents 76 56 43 175 Percentage 43 32 25 100

From the above table it shows that 43% of the respondents know the product through the sales executives. 32% of the respondents through advertisement. The remaining 25% of the respondents through their friends and relatives. Thus the table gives the result that majority of 43% respondents know the product through sales executives.

3.15 WARRANTY
In the modern marketing warranty became necessity to compete with the upcoming competitors. Warranty is where by the damaged parts will be replaced by the new one. It implies the consumer given the warranty for their product 1.yes 2.no.The following table shows this:-

55

TABLE 3.35
S. No 1 2 Yes No TOTAL Warranty No of respondents 175 0 175 Percentage 100 0 100

From the above table it shows that 100% of the respondents are given the warranty for their products. Thus the table gives the result that 100% of the respondents are given the warranty for their products that means all the water purifier machine companies are providing the warranty to their products.

3.16 PROBLEMS DURING THE WARRANTY PERIOD

The water purifier products companies provide the warranty to their products. The warranty period is varied from product to product. It is important to know, how many consumers get into the problem of the machine during the warranty period. The following table shows this:-

56

TABLE NO 3.36
S. No 1 2 Problems During the Warranty period Yes No TOTAL No of respondents 115 60 175 Percentage 66 34 100

From the above table it shows that 66% of respondents experienced the problems during the warranty period. 34% of the respondents did not get any problem during the warranty period. Thus the table gives the result that majority 66% of respondents get the problem during the warranty period.

3.17 MAINTAINING THE MACHINE REGULARLY

In the market, branded and unbranded water purifier machines are available. Irrespective of the brands of machines, they are to be maintained properly. An attempt is made to find out how many respondents maintain their machine is an important aspect. The following table shows this:-

TABLE NO 3.37
S. No 1 2 Maintaining regularly Yes No TOTAL No of respondents 81 31 112 Percentage 72 28 100

57

From the above table it shows that 72% of the respondents maintaining the machines regularly. The remaining 28% of the respondents did not maintain regularly. Thus the table gives the result that majority 72% respondents maintain the machine regularly.

3.18 TYPE OF MAINTENANCE

Maintenance which means the people try to look after their product for increasing the product quality, lifespan and to get the better result from their product. It is interesting to know after the warranty period how the consumers are maintaining the machine regularly? The consumers who use the company products can maintain their product by two ways 1.AMC 2. As and when required. The AMC means Annual Maintenance Contract. This contract is between the company and the consumers. The following table shows this:-

TABLE NO 3.38
S. No 1 2 Type of maintenance AMC As and when required TOTAL No of respondents 58 23 81 Percentage 72 28 100

From the above table it clear that 72% of the respondents possess the AMC. The remaining 28% of respondents maintaining the machine as and when required. Thus the table gives the result that majority 72% of respondents maintain their machines after warranty period by means of AMC maintenance.

58

3.19 NO OF YEARS MADE FOR AMC

AMC is an acronym of Annual Maintenance Contract where the consumer is making a tie up with the company by paying certain fee to maintain their products. The problem is big or small; the contract will be helpful for consumers. The AMC providing companies includes various schemes of their contract. The AMC contract is normally for one year. But the company provides sometimes 1 year, 2 years or even 3 years. The following table shows this:-

TABLE NO 3.39
S. No 1 2 3 1 year 2 year 3 year TOTAL No of years No of respondents 31 19 8 58 Percentage 53 33 14 100

From the above table it shows that 53% of the respondents made 1 year AMC. 33% of the respondents made 2 year AMC. The remaining 14% of respondents made 3 years AMC. Thus the table gives the result that majority 53% of respondents entered into only one year AMC.

59

3.20 AMOUNT SPENT FOR AMC

The fee charged for contract varies from company to company and also with number of years of contract made. It is important to know how much amount is normally spent by the respondents towards their contract for a year. The amount is classified into 1) upto Rs1000 2) Rs 1001 2500 3) Rs 2501 5000 4) above Rs 5000. The following table shows this:-

TABLE NO 3.40
S. No 1 2 3 4 Amount Up to 1000 Rs Rs 1001 2500 Rs 2501 5000 Above 5000 Rs TOTAL No of respondents 23 6 15 14 58 Percentage 40 10 26 24 100

From the above table it shows that 40% respondents spent up to Rs 1000 towards the AMC. 26% of respondents spent Rs 2501 5000, 24% of respondents spent for AMC above 5000. The remaining 10% of respondents spent for the AMC 1001 2500. Thus the table gives the result that majority of respondents spent for AMC up to Rs 1000. The respondents who spent above Rs 2500 is quiet abnormal as the cost of the machine is in the range of Rs5000 8000 only.

60

3.21 CONCESSION FROM AMC

The companies sometimes extend concession as the offers to the AMC customers. This offers mainly based on the discount from the AMC amount. These offers are made by the companies for festivals and on some special occasions. An attempt is made to know how many respondents are given concession from the fees. The following table shows this:-

TABLE NO 3.41
S. No 1 2 Yes No TOTAL Concession No of respondents 12 46 58 Percentage 21 79 100

From the above table it shows that 79% of the respondents did not get the concession from AMC. 21% of respondents get the concession form AMC. Thus the table gives the result that majority 79% of respondents did not get the concession from the AMC.

3.22 USING THE CONTROL VALVE

All the water purifier machines are connected with the control valve. This valve connected between the water tank and the machine. It is important to know how many customers use the control valve for cleaning the salt from the

61

cylinders. The control valve may be used 1) daily 2) as and when required 3) once in week 4) once in month. The following table shows this:-

TABLE NO 3.42
S. No 1 2 3 4 Using the control valve Daily As and when required Once in week Once in month TOTAL No of respondents 18 84 56 17 175 Percentage 10 48 32 10 100

From the above table it shows that 48% of respondents use the control valve as and when required. 32% of respondents use the control valve once in a week. 10% of respondents use daily and once in a month respectively. Thus the table gives the result that majority 48% of respondents use control valve as and when required.

3.23 FLUSH BUTTON USING

The Ro machine users and Ro / UV machine users get the flush button option for cleaning the water container. The flush button is technical option. This is disposing the waste water from the membrane. An attempt is made to know how many respondents use the flush button for cleaning the water container. The following table shows this:-

62

TABLE NO 3.43
S. No 1 2 Flush button using Yes No TOTAL No of respondents 63 59 112 Percentage 56 44 100

From the above table it shows that 56% of respondents are using flush button daily. 44% of respondents are not using the flush button daily. Thus the table gives the result that majority 56% of respondents using the flush button daily

3.24 CHANGING FILTERS

Customers, who are not having Annual Maintenance Contract with company, have to request the service personnel to change the filters in the water purifier. An attempt has been made to find out how often the respondents change the filters. The following table shows the frequency of changing the filters.

TABLE NO 3.44
S. No 1 2 Changing filters Once in a year As and when required TOTAL No of respondents 28 36 64 Percentage 44 56 100

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From the above table it shows that 56% of respondents changing the filters as and when required 44% of respondents changing the filters once in a year. Thus the table gives the result that majority 56% of respondents changing the filters as and when required.

3.25 MECHANICS USED FOR INSTALLATION

For the installation of machine, the consumers use the company mechanics as well as private mechanics. An attempt has been made to find out who are used for installation of these purifiers. The following table shows this:-

TABLE NO 3.45
S. No 1 2 Type of mechanics Company Private TOTAL No of respondents 152 23 175 Percentage 87 13 100

From the above table it shows that 87% of the respondents use the company mechanics for installation. 13% of respondent use the private mechanics. Thus the table gives the result that majority 87% of respondents use the company mechanics for installation.

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3.26 PROBLEMS:
The consumer using of water purifier machine is not free from problems. The respondents faced many problems viz.., the container is not regularly cleaned, lack of response from service provider, high flow of waste water, low production, lack of spares availability, lack of technical knowledge, cost of changing the installation, insufficient of cover availability and technical problem etc Garret ranking technique was employed for the purpose of ranking the problems of the respondents identified and the respondents are asked to rank their problems in terms of how they are affected from using the water purifier machines.

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TABLE NO. 3.46 PROBLEMS FACED BY THE RESPONDENTS WHILE USING THE WATER PURIFIER MACHINES
Total S. No. 1. 2. 3. 4. 5. 6. 7. 8. 9. Problems Score The container is not regularly 9591 cleaned Lack of response from service 7279 provider High flow of waste water Low production Lack of spares availability Lack of technical knowledge Cost of changing the installation Insufficient of cover availability Technical Problem 9159 9055 8325 8199 7848 9426 9868 41.59 52.34 51.74 47.57 46.85 44.85 53.86 56.39 IX IV V VI VII VIII III I 54.81 II Score Mean Rank

From the above table 3.46 it could be observed that Technical problem was ranked as first by the sample respondents with a total score of 9868 Garret points. The container is not regularly cleaned was the problem they ranked as second with the total score of 9591, insufficient of cover availability was ranked as third with the total score of 9426. High flow of water was ranked as fourth with the total score of 9159. Low production was ranked as fifth with the total score of 9055. Lack of spares availability and technical knowledge was ranked as sixth and seventh with total score of 8325 & 8199.

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Cost of changing installation & lack of response from service provider were ranked as eighth and ninth with the total score of 7848 and 7279 respectively.

CHAPTER - IV FINDINGS AND SUGGESTIOS

FINDINGS
The study highlights that 56% of the respondents are of individuals.

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 It is observed from the study that 53% of the respondents are female and 47% of the respondents are male. The study highlights that 50% of the respondents are in the age group of 25 50 years. The study shows that 72% of the respondents are married. The study implies that 61% of respondents are qualified with school level education. The study highlights that 32% of the respondents are government employees. The study shows that 58% of the respondents have own house as residence. The study highlights that 48% of the respondents have 3 6 members in family. The study shows that 55% of the respondents use Ro machine systems. The study shows that 42% of the respondents experienced for a period of below 2 years. The study shows that 64% of the respondents have installed for the first time water purifier systems. The study shows that 42% of the respondents use 15 25 liters of water per day.

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 The study shows that 43% of the respondents are aware of the products through the sales executives. It is pinpointed that 100% of the respondents are given the warranty The study implies that 66% of the respondents experienced the problems during the warranty period. The study shows that 72% of the respondents maintain the machines regularly. The study shows that 72% of the respondents possess the Annual Maintenance Contract (AMC). The study shows that 53% of the respondents made one year AMC. The study implies that 40% of the respondents spent up to Rs.1000 towards the AMC. The study shows that 79% of the respondents did not get the concession from AMC. The study implies that 48% of the respondents use the control valve as and when required. The study shows that 56% of the respondents are using flush button daily. The study shows that 56% of respondents changing the filters as and when required.

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 The study shows that 87% of the respondents used the company mechanics for installation. Major problems faced by the respondents are technical problem, the container is not regularly cleaned and insufficient of cover availability

CHI-SQUARE ANALYSIS
The study pinpoints through Chi-square analysis show negative relationship for the Type of machine users, Gender, Nature of residence. The study pinpoints the positive relationship for the factors of age, marital status, occupation, education, size of family, monthly income and type of machine used.

SUGGESTIONS
From the earlier chapters of study based on the major findings, following suggestions are offered to make the study more worth and it is applicable only to the Erode consumers. Water purifier machine producers should take necessary step to reduce the price of machine

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 On the basis of opinion of the respondents, it is suggested that the companies should make availability of spares always. Most of the respondents have pointed the hygienic as the main reason for buying the water purifier machine. So the water purifier machine should contain TDS (Total Dissolved Solids) meter is a must. The company should reduce the AMC (Annual Maintenance Contract) cost as it is the major burden of the respondents. Most of the respondents have pinpointed to improve the quality of filters. The respondents are advised not to buy the unrecognized brands. The maximum respondents want the container to be properly cleaned, with high flow of water and sufficient of cover availability for the water purifier machines.

CONCLUSION
From the study, it is apparent that a large section of public are spending a lot on installation of purifiers or buy purified water for their survival. The lower strata of the public are not affordable for installation of purifiers or buy purified water. The basic reason is high pollution. Due to this, the drinkable water is contaminated.

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The government should take necessary steps to keep away the families on the bank of ponds, lakes, and cannals. The public should also evince interest in keeping the environment as clean. The plastics, plastic bags their usage must be minimized. The waste plastic bags are to be recycled for further usage. The waste of synthetic nature must be properly handled by all. For this, government intervention is very much needed. To avoid the pollution of water and contamination of water, waste dyeing water should be handled very carefully. An alternate to this, is to conserve the rain water. All the public can make use of rain water if it is stored during the rainy season. Peculation ponds and other measures may be taken to store and re-charge the land water. It is the government to take precautionary steps for providing protected water to the plastic so that the public could save their health and money.

BIBLIOGRAPHY
BOOKS
Basotia, G.P Sharma Research Methodology Mangal Deep publications, 2nd edition 2003. Gupta S.P. Statistical methods sultal chand & sons, New Delhi 1995.

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 Kothari C.R. Research Methodology willa eatern ltd, New Delhi, 2nd edition 2002. Sherlekear.SA, Sales promotion and advertising management, Himalaya publications, New Delhi 2002.

Internet sources:
WWW.Google.com WWW.mamma.com WWW.compareindia.com WWW.Philips.co.in WWW.hul.co.in and WWW.euerkaforbes.com

APPENDIX
QUESTIONNAIRE A STUDY ON CONSUMER SATISFACTION OF WATER PURIFIER MACHINE USERS IN ERODE TOWN

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1) Type of User

: a) Individual c) Company e) Hospital

b) Partners d) School / College

For Individuals: 2) Gender : a) Male b) Female

3) Age years

: a) Below 25 years

b) 25 50

c) Above 50 years

4) Martial status

: a) Married

b) Single

5) Qualification

: a) School level c) Professional

b) Collegiate

6) Occupation

: a) Business c) Govt. employee

b) Private employee c) Agriculture b) 3-6 members

7) Size of the Family

: a) below 3 members

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c) Above 6 members 8) Type of Family : a) Joint Family b) Nuclear Family

9) Nature of residence In case of rented house

: a) Own house

b) Rented house

: a) Provisions are already there b) Self made

10) Monthly income

: a) Below c) Above

10000 30000

b)

10000-30000

11) Type of machine used

: a) U/V

b) RO

c) U/V & RO

12) Capacity of the machine (ltrs)_________________ 13) Cost of machine used 14) No. of years used : ________________ b) 2-5 years

: a) Below 2 years c) Above 5 years

15) No. of liters of water used per day : a) Below 15 ltrs c) Above 25 ltrs

b) 15-25 ltrs

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16) Source of knowing

a) Sales Executives c) Friends & Relatives

b) Advertisement

Maintenance 17) Are you given warranty? If yes, no of years 18) During the warranty period did you get any problem in : the machine a) Yes b)No : a) Yes : ______________ b) No

After The Warranty Period 19) Are you maintaining the Machine regularly? : a) Yes b) No

If yes, the type of maintenance You made : a) AMC b) As and when required

20) In case of AMC, no of years Made : a) 1 year : a) Up to b) 2 years 1000 c) 3 years

21) The amount spent for AMC P.a

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b) c) 22) Are you given any concession? For U/V & RO Machine User 23) Do you use the flush button daily Others (filters) 24) Period of using the control Valve for cleaning them

1001-2500 2501-5000 d) Above b) No 5000

: a) Yes

: a) Yes

b) No

: a) Daily

b) As and when required

c) Once in a week d) once in a month

For Out warranty Customer: 25) The amount spent on normal service: 26) Period of changing the filters _______________ : a) Once in a year b) As and when required 27) In case of shifting the house Installation charges incurred 28) For installation, mechanics you use : __________________ b) Private

: a) Company

29) Please tick the relevant column as to your level of satisfaction:

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Very good 1. Cost of machine 2. AMC 3. Quality 4. Complying the request 5. Model & design 6. Service charges 7. Repairs & Services 8. Spares Availability 9. Service center availability 10. Availability of Products

Good Neutral

Poor

Very poor

30) Please Rank the Problems

Problems The container is not regularly cleaned Lack of response from service provider High flow of waste water Low production Lack of spares availability Rank Problems Lack of technical knowledge Cost of changing the installation Insufficient of cover availability Technical problem Rank

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31) Give your suggestions for betterment

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