CHAPTER 1 RESEARCH METHODOLOGY

1|Page

1.1) BACKGROUND & NEED FOR THE STUDY What is marketing research?
Marketing research is the systematic gathering, recording, and analysis of data about issues relating to marketing products and services. The goal of marketing research is to identify and assess how changing elements of the marketing mix impacts customer behavior. The term is commonly interchanged with market research; however, expert practitioners may wish to draw a distinction, in that market research is concerned specifically with markets, while marketing research is concerned specifically about marketing processes.

Business to Business

Qualitative Research

Consumer Marketing Research

Research types

Quantitative Research

Marketing research is a form of applied sociology that concentrates on understanding the preferences, attitudes, and behaviors of consumers in a market-based economy, and it aims to understand the effects and comparative success of marketing campaigns. Thus, marketing research may also be described as the systematic and objective identification, collection, analysis, and dissemination of information for the purpose of assisting management in decision making related to the identification and solution of problems and opportunities in marketing.

2|Page

1.2) ROLE OF MARKETING RESEARCH (MR)

The task of marketing research is to provide management with relevant, accurate, reliable, valid, and current information. Competitive marketing environment and the ever-increasing costs attributed to poor decision making require that marketing research provide sound information. Sound decisions are not based on gut feeling, perception, or even pure judgment. Marketing managers make numerous strategic and tactical decisions in the process of identifying and satisfying customer needs. They make decisions about potential opportunities, target market selection, market segmentation, planning and implementing marketing programs, marketing performance, and control. These decisions are complicated by interactions between the controllable marketing variables of product, pricing, promotion, and distribution. Further complications are added by uncontrollable environmental factors such as general economic conditions, technology, public policies and laws, political environment, competition, and social and cultural changes. Another factor in this mix is the complexity of consumers. Marketing research helps the marketing manager link the marketing variables with the environment and the consumers. It helps remove some of the uncertainty by providing relevant information about the marketing variables, environment, and consumers. In the absence of relevant information, consumers' response to marketing programs cannot be predicted reliably or accurately. Ongoing marketing research programs provide information on controllable and non-controllable factors and consumers; this information enhances the effectiveness of decisions made by marketing managers.

3|Page

1.3) BRIEF HISTORY OF CONSUMER PROTECTION ACT, 1986

The Consumer Protection Act 1986, (herein after to be referred to as 'Act') is one of benevolent social legislation intended to protect the large body of consumer from exploitation. The Act has come as a panacea for consumers all over the country and has assumed the shape of practically the most important legislation enacted in the country during the last few years. It has become vehicle for enabling people to secure an inexpensive redressal of their disputes. With the enactment of this law, the consumer now feel that they are in a position to declare" sellers beware" whereas previously the consumers were at the receiving end and generally told 'buyer beware'. The Act postulates establishment of central consumer protection council and state consumer protection councils for the purpose of spreading consumer awareness. Central council is headed by minister, incharge of the consumer affairs in the Central Government and in the state it is the minister incharge of the consumer Affairs in the state government who heads state council. To provide cheap, speedy and simple redressal to consumer disputes, quasijudicial machinery is set up at each District, State and National level called District Forums, State Consumer Disputes Redressal Commission and National Consumer Disputes Redressal Commission respectively. OBJECTIVES OF THE ACT The purpose of the Act is to provide for the establishment of the Commission : To prevent practices having adverse effect on competition; To promote and sustain competition in markets; To protect the interests of consumers and To ensure freedom of trade carried on by other participants in the markets, in India The major focus of the Act is on the following areas: Prohibition of anti competitive agreements; Prohibition against abuse of dominant position; Regulation of combinations; Advocacy of competition policy.

4|Page

IMPORTANT FEATURES OF THE C.P. ACT This may be summed up as under: - The Act applies to all goods and services unless specifically exempted by the Central Government. - It covers all the sectors private, public and cooperative. - The provisions of the Act are compensatory in nature. - It provides adjudicatory authorities, which are simple, speedy and less expensive. - It also provides for Consumer Protection Councils at the National, State and District levels. The provisions of this Act are in addition to and not in derogation of the provisions of any other law for the time being in force. SOME COMMONLY RELATED FAQSA. Who is a Consumer? A consumer is any person who buys any goods for a consideration and user of such goods where the use is with the approval of a buyer, any person who hires/avails of any service for a consideration & any beneficiary of such services, where such services are availed of with the approval of the person hiring the service. The consumer need not have made full payment. Goods mean any movable property and also include share, but do not include any actionable claims. Service of any description is covered under C.P.Act & includes Banking, financing, insurance, transport, processing, housing, construction, supply of electrical energy,

entertainment, amusement, board and lodging, among others. B. Who can file a complaint? A complaint on a plain paper either handwritten or typed, can be filed by a consumer, a registered consumer organization, central or State Government & one or more consumers, where there are numerous consumers having the same interest. No stamp or court fee is needed.

5|Page

C. Consumers can make complaints against which of the things? A) Any unfair trade practice or restrictive trade practice adopted by the trader. B) Defective goods. C) Deficiency in service. D) Excess price charged by the trader. E) Unlawful goods sale, which is hazardous to life and safety when used. D. Where to file a complaint? The Consumer Protection Act has provided for a three tier system popularly known as "Consumer Courts" :A) District Forum: For claims up to Rs.20 lakhs. B) State Commission: For claims above Rs.20 lakhs but less than Rs.1 crore. C) National Commission: For claims above Rs. 1 crore. The nature of complaint must be clearly mentioned as well as the relief sought by the consumer. It must be filed in quadruplicate in District Forum or State Commission (as the case may be) if there is only one opposite party. Otherwise, additional copies are required to be filed. Generally complaint should be decided within 90 days from the date of notice issued to the opposite party. Where a sample of any goods is required to be tested, a complaint is required to be disposed off within 150 days. E. What are the reliefs available to consumers? Consumer courts may grant one or more of the following reliefs :A) Repair of defective goods. B) Replacement of defective goods. C) Refund of price paid for the defective goods or service. D) Removal of deficiency in service. E) Refund of extra money charge. F) Withdrawal of goods hazardous to life and safety. G) Compensation for the loss or injury suffered by the consumer due to

6|Page

1.4) INTRODUCTION OF PROJECT The growing interdependence of the world economy and international character of many business practices have contributed to the development of universal emphasis on consumer rights protection and promotion. Consumers, clients and customers world over, are demanding value for money in the form of quality goods and better services. Modern technological developments have no doubt made a great impact on the quality, availability and safety of goods and services. But the fact of life is that the consumers are still victims of unscrupulous and exploitative practices. Exploitation of consumers assumes numerous forms such as adulteration of food, spurious drugs, dubious hire purchase plans, high prices, poor quality, deficient services, deceptive advertisements, hazardous products, black marketing and many more. In addition, with revolution in information technology newer kinds of challenges are thrown on the consumer like cyber crimes, plastic money etc., which affect the consumer in even bigger way. Consumer is sovereign and customer is the king are nothing more than myths in the present scenario particularly in the developing societies. However, it has been realized and rightly so that the Consumer protection is a socio- economic programme to be persued by the government as well as the business as the satisfaction of the consumers is in the interest of both. In this context, the government, however, has a primary responsibility to protect the consumers interests and rights through appropriate policy measures, legal structure and administrative framework. The efficient and effective programme of Consumer Protection is of special significance to all of us because we all are consumers. Even a manufacturer or provider of a service is a consumer of some other goods or services. If both the producers/ providers and consumers realize the need for co-existence, adulterated products, spurious goods and other deficiencies in services would become a thing of the past. The active involvement and participation from all quarters i.e. the central and state governments, the educational Institutions, the NGOs, the print and electronic media and the adoption and observance of a voluntary code of conduct by the trade and industry and the citizens charter by the service providers is necessary to see that the consumers get their due. The need of the hour is for total commitment to the consumer cause and social responsiveness to consumer needs.
7|Page

1.5) LITERATURE REVIEW The article by Girish Sharma (2012) we use a lot many types of goods for a reason. These goods are both tangible (goods) and non-tangible (services). Together goods and services are known as commodities. The reason for their use is what can be called as satisfaction of wants. Wants are satisfied by using goods and services. The process of using various goods and services to satisfy a want is known as consumption. When we pay a price for good or a service and use it for to satisfy a want, we become consumers. With advertisement in production, consumption becomes more difficult. There is growth in the number and services. Outside pressures become increasingly refined and harder to resist. It is necessary that the present generation keep themselves well aware and active to be able to take the ultimate decision in the market. If this is not so then the consumer is often exploited or cheated by the seller or the producer. So it is important to be aware of how we can be cheated as consumers. We must know our rights and duties as consumers. Even the law provides us protection as consumers. Consumer is exploited when in any form he/she is cheated or not informed adequately about the product. There are many ways by which consumers can be exploited. They may be exploited by giving incomplete or wrong information. They may be exploited by sellers who may weigh less or measure wrongly. Sometimes a consumer may be given low quality if good. One of the very common and a serious problem by which a consumer may be exploited and cheated by the shop-keeper is by providing impurity or adulteration with harmful substances. Consumer not only pays more they also suffer bad health and may even risk their like. Sometimes consumers are exploited when they purchase medicines and electronic devices. Inadequate safety measures adopted in making such devices may harm consumers physically. An electric heater may give a shock or a generator may give a high voltage harming the electric wiring or bulbs and tube-lights in the house. To be able to charge a high price a supplier may store the commodity (hoarding) and create an artificial scarcity. The consumer may panic and be forced to pay a high price for the same. Sometimes, some articles are copied and sold in its original brand name such as creams, soaps etc. The quantities of these duplicate materials are much inferior.

8|Page

Sometimes the producers dont give the harmful effects of using their product for long or they may deliberately conceal information and circumstances in which the product must be used or the accompanying devices to be used with the product are not spelt out. The consumers then feel trapped and helpless. For some items like a telephone or a gas connection, license or a passport or even for doctors treatment, the consumer may be made to undergo delays and roughness and rudeness. This harasses and displeases the consumer. Consumer durables like refrigerator or a sewing machine or scooter etc, need maintenance. The sellers may not give these after sales services or may charge a high amount for them. There are many factors of causing exploitation of the consumer. Illiteracy is one of the causes. An illiterate consumer can be cheated easily as she can neither read the name of the product nor the instructions. Illiteracy also affects the level of consumer awareness. Lack of information is another cause. The seller may take advantage of the freedom of the market and keep away, important or correct information from the consumer. Price, composition, quantity, conditions of use, and terms of purchase all must be given to the consumer. Monopoly is also a cause of consumer exploitation. In market where only one or few producers or sellers operate, the consumer is more vulnerable. This is all the more so in case of essential commodities like life saving drugs and food items. The consumer in such areas is charged with high price; given a low quality and his/her problems are not taken seriously. In Indian consumer protection was given importance in the past. Kautilyas Arthashastra mentions the protection of consumers interest against exploitation by producers and sellers. Malpractices such as adulteration, overcharging and underweighting of the goods were considered as punishable offences. The Indian ethos and culture promotes wise consumption. Consumption which does damage the environment and which generates a spirit of abstinence and sharing is held supreme. It believes in simple living when consumers purchase irrationally and start responding indiscriminately and play into the hands of the producers and sellers, they make themselves vulnerable to exploitation. Thus, an ideal consumer is alert, responsible and environment friendly, buys only when there is need, prevents himself/herself from being cheated and knows his/her rights and duties.
9|Page

An economy, in which consumers are aware, can practice their duties and exercise their rights freely, efficiency of the sellers and producers will be higher and so the economy will be more developed. The article by DK Pathak(2013) in Times of India says that the number of complaints is also decreasing every year. The forum had recorded more than 1,000 cases in 2009 and 2010 but number came down to 810 in 2011 and this year, the figure stood at 765. The reason for it, according to forum staff, is that earlier all the complaints were admitted but now the judicial officials first hear the complaints and then admit according to merit otherwise these are rejected. Rejection ratio at the stage of admission is high. The data also exhibited that majority of consumers had filed petitions against government or semi-government agencies. More than 75 per cent petitions are against Kesco, telephone, insurance companies, post offices, banks and nursing homes. All the petitions are of deficiency of services. Lawyer DK Pathak said that it was due to working style of government offices. If they work and perform the duties properly, then number of petitions against government and semi-government agencies would come down. Awareness regarding consumer articles is still less as a result the cases are also less, he added. Another lawyer said that the people were not active on consumer items. The consumers were confused over warranty and guarantee. Awareness in this sector is gradually increasing and people were coming before the forum even against branded companies. Senior lawyer SN Bajpai said that awareness towards consumer items needs more attention and consumers should be informed clearly regarding the difference between warranty and guarantee. The data also states that forum has also recorded fall in execution and miscellaneous cases. The forum received 110 execution and 44 miscellaneous cases in last 12 months. But the disposal rate in execution and miscellaneous cases was high. The forum decided 121 execution and 90 miscellaneous cases during 2012.

10 | P a g e

Article by Salina Govindsamy, a Professional Assistant at Gavin Gow Inc Attorneys. Gavin Gow Inc was established 28 years ago and specializes in the Consumer Protection Act, Consumer Protection Act compliance, Conveyancing, Administration of Estates, and General Litigation. Salina Govindsamy is an admitted attorney who has her Masters in Business Law, which includes Consumer Law. ENFORCEMENT OF RIGHTS BY CONSUMERS IN TERMS OF THE CONSUMER PROTECTION ACT The importance of the CPA cannot be overstated as it will at some stage affect every South African. The CPA has revolutionized the manner in which businesses operate and has granted consumers protection of an international standard. The purpose of this article is twofold. On the one hand it is to advise consumers regarding the various bodies that have been legislatively created to enforce the consumers Consumer Protection Act (CPA) rights. On the other hand it is to illustrate to suppliers the potential consequences of not ensuring that they, or their suppliers, are CPA compliant. Suppliers must ensure that each and every business along their supply chain is CPA compliant so that their consumers receive quality goods and services and therefore will have no reason to lodge any complaints. DOES THE CONSUMER PROTECTION ACT FAVOUR THE CONSUMER OR SUPPLIER? The CPA is unashamedly in favour of customers and not suppliers. Furthermore, legal practitioners are of the opinion that, unless a supplier is certain that the consumer should not be entitled to the redress sought, the supplier should settle the matter before a complaint is lodged. The only way that a supplier can defend a claim against a consumer is to ensure that their business is CPA compliant and that other businesses in their supply chain are also CPA compliant. The Consumer Commission can dismiss consumer claims if they have proof that the supplier has

11 | P a g e

gone out of their way to be consumer friendly and they think the consumer is being unreasonable and frivolous. Another reason to be CPA complaint is that it limits the risk of the supplier's business in respect of potential reputational damage. (We can help you if you want to become CPA compliant, our contact details are at the bottom of this article.) The cost implications of consumers enforcing their rights The CPA requires precious little from the consumer in respect of lodging a compliant. In most cases the consumer only needs to state their details, a brief description of what they have done to find redress and a brief description of the complaint. Another reason why consumers will and have vigorously used the various enforcement bodies is because investigations are usually done without the consumer being required to make any payment, so there are no financial barriers. If the supplier is unsuccessful, they may need to pay for the consumers damages and they may also incur an administrative fine of 10% of the annual turnover or R1,000,000. HOW CONSUMERS WILL BRING AGAINST ACTION AGAINST

SUPPLIERS The Impact of the CPA and Its Enforcement Any legislation must be accompanied by efficient and consistent enforcement and the CPA recognized that one of the primary concerns facing consumers was a lack of accessible and effective redress. In order to address this fundamental right the CPA has established or approved a number of avenues that can be pursued by consumers in order to enforce their new rights.

12 | P a g e

Step 1 Approach the Supplier The CPA directs that the aggrieved consumer should first approach the supplier in order to give them an opportunity to address their grievances. If the consumer is dissatisfied with the response of a store staff, they are advised to also approach the store manager and/or customer care department in an attempt to settle the matter. Consumers should document what the suppliers responses are and their reasons. Step 2 Approach Industry Associations If the consumer is not successful with the supplier they should next approach that suppliers industry association or regulatory body. These associations or bodies are not biased towards consumers but will examine the situation as a whole and will take into consideration representations from all parties in order to determine what is a suitable solution. The advantage of using an industry body to resolve consumer complaints is that the individuals who sit on the body understand the nuances of that particular industry and therefore can easily identify whether a supplier's conduct is an industry practice or a prohibited conduct. Step 3 Approach an Alternate Dispute Resolution Agent, Ombudsman, or Consumer Courts If this fails consumers should approach an Alternate Dispute Resolution (ADR) agent such as Black Sash or an ombudsman with jurisdiction over that industry. Using an ombudsman is relatively fast and informal.

13 | P a g e

To date South Africa only has three consumer courts, in Limpopo, Mpumulanga and Gauteng. The courts have in the past proved to be both competent in their duties and equitable in their redress. KwaZulu-Natal is in the process of establishing its own consumer court which may be functional by 1 April 2012. Step 4 Approach the National Consumer Commission/Magistrates Court If the consumer is dissatisfied with the ADR, they can approach the National Consumer Commission, which is regarded as the heart of the enforcement mechanisms. The Commission has the dual role of enforcing consumer rights and also monitoring various industries to identify practices that can be regarded as precarious to consumers. In order to create a consumer friendly business environment the National Consumer Commission is mandated to make recommendations to improve legislation. To assist consumers in understanding how complaints directed towards the National Consumer Commission will be dealt with, the Commission has published draft guidelines. These guidelines have not been finalized but provide a general framework of the National Consumer Commission modus operandi. Step 5 Final Step - Approach the National Consumer Tribunal The highest enforcement body in respect of the CPA in South Africa, which is the National Consumer Tribunal (NCT). The NCT has a plethora of functions including declaring whether a supplier's conduct is a prohibited conduct or a required conduct in terms of the CPA. Once this has been done the NCT is empowered to issue administrative fines. In terms of the CPA, an administrative fine imposed may not exceed the greater of 10% of the annual turnover or R1,000,000.

14 | P a g e

1.6) NEED FOR THE STUDY

Consumerism/consumer Awareness in India is growing. The growing feeling among them that they are exploited and taken for a ride which has organized the consumer movement. Many sellers even do not response to the genuine complaint of consumers and many products fails to satisfy the required quality and safety standards. Due to all these consumer have been more aware of the policies and practices of business houses in the recent years than ever before. Consumers are organizing themselves for the protection of their interests. Such a move to better the protection offered to the consumer is called consumerism, which in other word is also called consumers protection awareness. In simple words consumer protection is a form of social action which is created to attain the well being of consumers. There are many consumers who are well educated and unaware about their right and duties which they have to follow and their carelessness may be misused by the sellers and other business houses. This study will help out to know how many consumers are aware about their right and duties in Bhuj Area.

1.7) OBJECTIVE OF THE STUDY PRIMARY OBJECTIVE

The main objective is to study the awareness among the Bhuj markets consumer towards their rights and duties. To know the level of activeness among consumers while making rational decision during purchasing any product or services. SECONDARY OBJECTIVE To understand the concept of consumer and its problems, to have a glimpse on the concept of consumer protection and on measures / methods of consumer protection. To study the general awareness among consumers regarding consumer protection measures. To specifically study the awareness among consumers regarding the various important procedural formalities for filling complaints under Consumer Protection Act 1986.

15 | P a g e

 To identify the existing barriers to consumer activity in the area of skills and effectiveness of pursuance of claims. To analyze changes in consumer market adaptation levels with special focus on factors influencing consumer behaviors in the market (quality markings, quality-price, advertising, rights awareness). To segment the consumer population from the point of: Purchase decision-making patterns, taking into consideration the changing price and quality levels Purchase decision-making mechanisms Place of purchase Significance of the brand Attitudes to quality Awareness of consumer rights. Benefiting from consumer rights.

To draw some conclusions and give some recommendations for strengthening the consumer awareness programme more effective.

16 | P a g e

1.8) RESEARCH DESIGN

A research design is an arrangement of conditions for collection and analysis of Data in a manner that aims to combine relevance to the research purpose with Economy in procedure. It constitutes the blueprint for collection, measurement and analysis of data. Source of Data: - In dealing with any real life problem it is often found that data at hand are inadequate, and hence, it becomes necessary to collect data that are appropriate. The researcher can collect data either through primary source or secondary source. Primary Data:- Questionnaire Secondary Data: - These are those which have already been collected by someone else and which have already been passed through the statistical process. I will collect it from the sources like magazines, newspapers, internet, reference books, etc. Source of Area: - Bhuj Sample Design: Sample Size: -It is the total number of sources targeted for collecting the data for the research. Sample Size N = 150 and Age Group = 18 - 30. Sampling Techniques: - Random Sampling Technique. Data Processing: Daily data will be entered into MS-Excel sheets. After the exhaustion of the specified geographical area this data will be analyzed using simple graphical and tabulation techniques. The data sheets mentioned here will be attached in the annexure of the report. After collection of data another work necessary for any data collector is to correctly analysis that data. So, statistical tools help us to analyze the data. I will be using following statistical tools: Chi- Square Test Annova

17 | P a g e

1.9) LIMITATION OF THE STUDY

The study is limited to Bhuj City only The study is conducted for shorter period of time so unable to cover different area of Bhuj to know the level of awareness. The respondent may avoid or not provide correct information. With the passage of time level of awareness differs so this study will be authenticate for shorter period of time. Secondary Data may not be authenticate.

1.10) SIGNIFICANCE OF THE STUDY Helps to know the level of awareness among the consumers. Helps to know factors effect which cause in the level of awareness Helps to know which factors they consider while making rational decision
during purchasing any product.

Helps to draw some conclusions and gives some recommendations for strengthening the consumer awareness programme more effective.

18 | P a g e

1.11) REFERENCE
People lack consumer awareness, by DK Pathak, Times of India, Dec 31, 2012 The Consumer Protection Act - Enforcement of Rights by Consumers, Salina Govindsamy, a Professional Assistant at Gavin Gow Inc Attorneys, July 2011 Lack of consumer awaress, by Girish Sharma, Indian Express, June 2012

19 | P a g e

CHAPTER 2 ABOUT INDUSTRY

20 | P a g e

2.1) CONSUMER PROTECTION ACT

Consumer Protection Act of 1986 is an act of Parliament of India enacted in 1986 to protect interests of consumers in India. It makes provision for the establishment of consumer councils and other authorities for the settlement of consumers' disputes and for matters connected therewith. CONSUMER PROTECTION COUNCIL Consumer Protection Councils are established at the national, state and district level to increase consumer awareness. Central Consumer Protection Council It is established by the Central Government which consists of the following members: The Minister of Consumer Affairs, - Chairman, and Such number of other official or non-official members representing such interests as may be prescribed. State Consumer Protection Council It is established by the State Government which consists of the following members: The Minister in charge of consumer affairs in the State Government Chairman. Such number of other official or non-official members representing such interests as may be prescribed by the State Government. Such number of other official or non-official members, not exceeding ten, as may be nominated by the Central Government. The State Council is required to meet as and when necessary but not less than two meetings every year.

21 | P a g e

CONSUMER DISPUTES REDRESSAL AGENCIES

District Consumer Disputes Redressal Forum (DCDRF): Also known as the "District Forum" established by the State Government in each district of the State. The State Government may establish more than one District Forum in a district. It is a district level court that deals with cases valuing up to 20 lakh. State Consumer Disputes Redressal Commission (SCDRC): Also known as the "State Commission" established by the State Government in the State. It is a state level court that takes up cases valuing less than 1 crore. National Consumer Disputes Redressal Commission (NCDRC): Established by the Central Government. It is a national level court that works for the whole country and deals with amount more than 1 ).

OBJECTIVES
Objectives of Central Council The right to be protected against the marketing of goods and services which are hazardous to life and property. The right to be informed about the quality, quantity, potency, purity, standard and price of goods or services, as the case may be so as to protect the consumer against unfair trade practices. The right to be assured, wherever possible, access to a variety of goods and services at competitive prices. The right to be heard and to be assured that consumer's interests will receive due consideration at appropriate forums. The right to seek redressal against unfair trade practices or restrictive trade practices or unscrupulous exploitation of consumers The right to consumer education. Objectives of State Council The objects of every State Council shall be to promote and protect within the State the rights of the consumers laid down in clauses (a) to (f) in central council objectives.

22 | P a g e

JURISDICTION
Jurisdiction of District Forum 1) Subject to the other provisions of this Act, the District Forum shall have jurisdiction to entertain complaints where the value of the goods or services and the compensation, if any, claimed does not exceed rupees twenty lakhs. 2) A complaint shall be instituted in a District Forum within the local limits of whose jurisdiction:a) The opposite party or each of the opposite parties, where there are more than one, at the time of the institution of the complaint, actually and voluntarily resides or carries on business or has a branch office or personally works for gain, or b) Any of the opposite parties, where there are more than one, at the time of the institution of the complaint, actually and voluntarily resides, or carries on business or has a branch office, or personally works for gain, provided that in such case either the permission of the District Forum is given, or the opposite parties who do not reside, or carry on business or have a branch office, or personally work for gain, as the case may be, acquiesce in such institution; or c) The cause of action, wholly or in part, arises.

23 | P a g e

 Jurisdiction of State Council 1) Subject to the other provisions of this Act, the State Commission shall have jurisdiction:a) To entertain i) Complaints where the value of the goods or services and compensation, if any, claimed exceeds rupees twenty lakhs but does not exceed rupees one crore; and ii) Appeals against the orders of any District Forum within the State; and b) To call for the records and pass appropriate orders in any consumer dispute which is pending before or has been decided by any District Forum within the State, where it appears to the State Commission that such District Forum has exercised a jurisdiction not vested in it by law, or has failed to exercise a jurisdiction so vested or has acted in exercise of its jurisdiction illegally or with material irregularity. Jurisdiction of National Council Subject to the other provisions of this Act, the National Commission shall have jurisdiction a) To entertain i) Complaints where the value of the goods or services and compensation, if any, claimed exceeds rupees one crore; and ii) Appeals against the orders of any State Commission

b) To call for the records and pass appropriate orders in any consumer dispute which is pending before or has been decided by any State Commission where it appears to the National Commission that such State Commission has exercised a jurisdiction not vested in it by law, or has failed to exercise a jurisdiction so vested, or has acted in the exercise of its jurisdiction illegally or with material irregularity.

24 | P a g e

 Limitation period 1) The District Forum, the State Commission or the National Commission shall not admit a complaint unless it is filed within two years from the date on which the cause of action has arisen. 2) Notwithstanding anything contained in sub-section (1), a complaint may be entertained after the period specified in sub-section (1), if the complainant satisfies the District Forum, the State Commission or the National Commission, as the case may be, that he had sufficient cause for not filing the complaint within such period: Provided that no such complaint shall be entertained unless the National Commission, the State Commission or the District Forum, as the case may be, records its reasons for condoning such delay.

25 | P a g e

CHAPTER 3 DATA ANALYSIS AND INTERPRETATION

26 | P a g e

3.1) CONSUMER PROTECTION WHY CONSUMER SHOULD BE PROTECTED

Consumers make innumerable choices everyday encompassing a wide variety of products and services. Consciously or not, these choices affect the quality and calibre of their lives. This places a huge burden on the consumer to make the right choices with very limited knowledge or information. Today, India has a large buyers market and consumers have the liberty of an enormous variety of choices with regard to the products or services they want. But along with this freedom of choice comes the caveat of an increasing number of ways to be exploited or even cheated. The constant sales pressure from manufacturers and service providers, through innovative means like catchy advertisements, attractive prizes, discounts, etc., lure gullible consumers into buying products and services without accurate information. Rapid changes in the market forces have increased the intricacy and obscurity of specific sevices, often outspacing legislation much to the disadvantage of consumers. Implicit trust and complete faith that is reposed by consumers in the ability of the market and market forces to product them have been found time and again to misplaced. In such circumstances, it is essential for consumers to be protected and for them to develop the necessary skills to make informed choices. While several inroads have been made regarding the comprehension of consumer rights, the negative aspects of todays consumerism are primarily the promotion of unsustainable consumption patterns and the complete faith that is reposed by consumers in the ability of market forces to protect them.

27 | P a g e

CONSUMER RIGHTS AND RESPONSIBILITIES CONSUMER RIGHTS

1. Right to Safety: - The right to be protected against products, production processes and services, which are hazardous to health, life or property. 2. Right to be Informed: - Which means the right to be given the facts needed to make an informed choice or decision, such as quality, quantity, potency, purity, standard and prices of a product or service. The right to be informed now goes beyond avoiding mere deception and is a protection against misleading advertisements, labeling or other such mal-practices. 3. Right to Choose: -The right to have access to a variety of products and services at competitive prices and the assurance of satisfactory quality and service at a fair price. 4. Right to be Heard: - The right to be represented so that consumers interest receive full and sympathetic consideration in the formulation and execution of relevant policies of the Government. 5. Right to Redressal: - The right to receive a fair settlement of just claims, including compensation for substandard goods or

unsatisfactory services. 6. Right to Consumer Education: - The right to acquire the knowledge and skills to make informed choices about goods and services while being aware of basic consumer rights and responsibilities 7. Right to a Healthy Environment: -The right to live an environment that will enhance the quality of life and is safe to the well being of the present and future generations.

28 | P a g e

8. Right to Satisfaction of Basic Needs: - The right to have access to basic essential goods and services including adequate food, clothing, shelter, health care, education and sanitation. RESPONSIBILITIES OF CONSUMER Every right has a corresponding responsibility. While rights are legally mandated, responsibilities should be voluntarily adopted and followed by concern citizens. You have a duty to 1. Be Critically Aware: - The responsibility to be more alert and to question more about prices, about quantity and quality of goods bought and services used - Caveat Emptor. 2. Be Involved: - The responsibility to be assertive to ensure that you get a fair deal as a consumer. Remember, if you are passive, you are likely to be exploited. 3. Be Organized: - The responsibility to join hands and raise voices as consumers; to fight in a collective and to develop the strength and influence to promote and protect consumer interest 4. Practice Sustainable Consumption: - The responsibility to be aware of the impact of your consumption on other citizens, especially the disadvantaged or powerless groups; and to consumer based on needs not wants. 5. Be Responsible to the Environment: - The responsibility to be aware and to understand the environmental consequences of our

consumption. We should recognize our individual and social responsibility to conserve natural resources and protect the earth for future generations.

29 | P a g e

3.2) HOW TO BE A SMART CONSUMER?

The market place offers a bewildering variety of choices and there is no single right answer. When you go shopping it is helpful to recognise that the retailer has a head start on you. He/she knows how much the cost from supplier, how much profit is included in the asking price and the minimum price that they are willing to sell the product for. You walk into the shop and all you know is the asking price. You are definitely at a disadvantage! Therefore to make a right choice, you should Be Informed Be Economical Evaluate your needs Assess personal and environmental safety. It is also important to realise that any choice you make will be predetermined to a certain extent by the following factors: Peer pressure Advertisement and media Loan availability and pressure from finance companies However, if you are aware of this, then you will be able to concentrate on more positive factors when making a choice.

30 | P a g e

BEFORE YOU BUY

Decide in advance exactly what you want and what you can afford. Dont buy on impulse or under pressure. Do your research. Analyze what you need and what product or service features are important to you. Review product test results and other information from consumer experts. Get advice and price quotes from several sellers. Compare stores - this way you can get a feel of the market and calmly decide on how much you want to pay. Check for any extra charges, such as delivery fees, installation and service costs. Read and understand any contract or legal document you are asked to sign. Make sure there are no blank spaces. Insist that any extras you are promised orally be put in writing. Ask the sales persons to explain the stores return or exchange policy. Resist sales pressure. If you have done your research properly, you will be less influenced by a sales pitch. Take your time when shopping. You can always go home and think about it first before making a major purchase.

AFTER YOU BUY

What you do after you buy can be as important as what you do before you buy. These steps will help you avoid as well as deal with any problemsthat might pop up.
Save all papers that you get with your purchase. Keep all contracts, sales

receipts, manuals and warranty documents.

Ensure that the Warranty card is stamped with the seal of the Service provider, date of purchase, term of warranty period. Any card without these details render the warranty null and void.

Read and follow product and service instructions. The way you use or take care of a product might affect your warranty rights.

31 | P a g e

YOU MUST AWARE ABOUT IT

Disclaimers such as Goods once sold will not be taken back, No exchange, No refund under any circumstances printed on bills are misleading and do not carry any legal weight. It is mandatory to declare the name and address of the importer of foreign goods on the packets and also the expiry date. If goods are made in one country and repacked in smaller quantities in another, it is required to state the names of both countries. In case of a problem with regard to the weights and measures on packaged commodities, you can prefer a complaint with the Directorate/Department of Legal Metrology of your state. You can save energy, reduce your electricity bills and help in the availability of electricity to more people by just buying ACs, tube lights, refrigerators bearing BEEs Star Rated energy efficiency labels. It is important for you to check for the hallmark and purity of gold before buying an ornament and insist for a bill as this will help you in case of a future problem. As per Reserve Bank of Indias regulations, banks and credit card com panies cannot deploy collection agents for recovery without prior information to the customer. The agents should not make anonymous or threatening calls and should not resort to intimidation or harassment of any kind against any person in their debt collection efforts. The red vertical line on the left side of the medicine strip indicates that the medicine will be available only on prescription.

32 | P a g e

3.3) DATA ANALYSIS AND INTERPRETATION

1) Factors primarily taken into consideration
140 120 100 80 60 40 20 0 Price Best Before Brand Name Date Trust in Seller Quality Mark It's Hard to say 6 48 115 86 81

72

Factors primarly taken into Consideration

Interpretation:While purchasing a product consumer take into consideration some factors. Basically consumer takes a few things primarily into account like price; best before date, brand name, trust in the seller, quality mark and sometimes it is hard to say. From the above table we can see that 115 respondent takes price as a primary factor while 86 as a date, 81 as brand name, 48 as trust in seller, 72 on quality mark, 6 on hard to say out of 150 respondent. So, we can interpret that first thing which they take is price so consumer is price sensitive or we can say on price they are more focused and second thing is brand name so they are brand conscious secondarily and thereafter quality factor they are almost similar to the brand and quality factor. Some are also focusing on multi factor or take multi factor into the account.

33 | P a g e

2) Checking expiry date on medicine and food items

100 80 60 40 20 0 Yes No Checking of Expiry Date 17 83

Interpretation:As discussed above on various factors one of the factors is checking an expiry date especially on food items and medicine. Food items and medicines are perishable and non durable consumable products so it is best for few time periods. So when it comes on date from above table we can say that 83% checks the expiry while 17% does not check the expiry date. So it showing positive result from above table so we can say that consumer has became almost aware about their duties that to check the date while purchasing product. Campaigns like Jago Grahak Jago and education level increment has resulted into the positive things.

34 | P a g e

3) Cross check the weight

Cross check the weight

60 40 20 0 Yes No Cross check the weight 59 41

Interpretation:Many a time consumer gets cheated by unfair trade practice or we can say seller mislead the trust of consumer and give less weight product supply compare to mentioned weight. From the above table we can see the result that 59% has said yes that they cross check the weight compare to mentioned weight while 41% says no to the checking of weight. So we can say that they are aware but still some of the consumers are not aware to check the weight. The respondents who are not checking the weight the reason could be that they are not aware or they have blind faith or trust on the seller that they are not misleading them.

35 | P a g e

4) Checking price from alternative sources

80 80 70 60 50 40 30 20 10 0 1 2 Checking price from Alternative Sources

20

Interpretation:Another area on which consumers are cheated or misleaded is the price factor. There are possibilities that seller to seller price differs and some sellers are greedier that in the motive of more profit they use the consumer and charges high prices. So smart consumer is that they checks the price from the alternative sources so that they cannot be get cheated and get best price product. From the above table we can say that 80% of the respondent checks the price from alternative sources and 20% does not check the price from alternative sources. But overall it shows that consumers are becoming smart form day by day and they are checking the price from alternative source and protecting them from mislead.

36 | P a g e

5) Check M.R.P

check the M.R.P

100 80 60 40 20 0 Yes No check the M.R.P 9 91

Interpretation:There are many sellers who charge more amount than mentioned MRP and if someone does not check the MRP then they charges higher than it is specified price and they take the benefit of carelessness of buyer. It is duty of buyer that they must check the MRP on the product so that they are protected from mislead. From the above table we can know that 91% respondent check the MRP while 9% does not check it. So we can say that consumer are following their duty very well and they are becoming more smarter that they check the price mentioned on the product so that they can feel protected and rest 9% can be that they have ample of trust on seller or careless or illiterate to check price.

37 | P a g e

6) Taking bill from seller

Taking bill from Seller

Yes No

41% 59%

Interpretation:It is duty of consumer that they must take bill from seller because it is termed as white transaction as well as it shows proof that it has been purchased from particular seller so that it can help for future reference or as evidence. From the above table we can see that 41% takes bill from the seller while 59% does not take. Reason who are not taking bill could be that they are in hurry or want to save tax or uneducated. Overall, it has shown less than 50% result on positivity side so for following duty and smartness or we can say on the part of awareness less it should be a more number to be anticipated.

38 | P a g e

7) Read Instruction and terms & conditions

Read Instruction & Terms

60 40 44 20 0 Yes No Read Instruction & Terms 56

Interpretation:Smart seller or business strategist keep some condition or give instruction regarding product usage and purchase so that flow of functioning moves properly. Especially on the schemes or promotion purchase there is a mentioned terms and condition so that any error or responsibility does not come on seller. From the above table 44% respondent are reading instruction or terms and condition and 56% does not follow it. It can be that they get convinced by seller or unaware about it or it can be that they are not following terms and conditions intentionally. Overall it is again lesser than 50 % who are following it so they need to be get more smarter so that they get protection from mislead and able to follow their duties perfectly.

39 | P a g e

8) Get convinced for buying inspite of expiry date

Get convinced for buying inspite of expiry date

Yes No

23%

77%

Interpretation:Some smart salesmen or seller having good skill of communication so that they convince the buyer to purchase even though the product has been expired. The reason could be get convinced that they have good faith on seller that they are saying true and they will cheat them. From the above table we can know that 23% gets convinced while 77% does not get convinced. Overall it shows positive result that 77% are not get convinced from seller if it has been expired product. So we can say that they are aware about their duties and protecting themselves from it.

40 | P a g e

9) Come across to pay extra amount

Come across to pay Extra Amount

50 40 30 20 10 0 Yes No Come across to pay Extra Amount 50 50

Interpretation:Sometimes consumer are forced or required to pay extra amount compare to original price due to various reason which can be part of strategy of seller also. From the above table we can know that 50% have come across to pay extra amount while 50% have not came across to pay extra amount. So reason could be that seller forces indirectly to the consumer to pay extra money for purchasing product or due to internal or external factor also which forces to pay extra amount. But here response of the respondent is 50-50 so we can say half is aware and half is not aware.

41 | P a g e

10) Reason to pay extra amount

Reason to pay Extra Amount

Lack of Time & Distance

18

At multiplex

13

Lack of Alternative source

38

Artificial Scarcity

38

Interpretation:As mentioned above consumer comes across to pay extra amount for purchasing a product. There are various reasons on which consumer are forced to pay extra amount like artificial scarcity, lack of alternative sources, at multiples, and at lack of time and distance. From the above table we can say that 38% pays extra amount due to artificial scarcity by seller, while 38% due to lack of alternative sources, 13% at multiplex and 18% due to lack of time and distance. So from result we can say that mostly due to lack of alternative in the market and part of strategy of seller to make artificial scarcity are main reasons for which consumers are come across to pay extra amount.

42 | P a g e

11) Regular update passbook and cross cheque

Regular update passbook & cross cheque

80 60 40 20 0 Yes No 73 27

Interpretation:It is basic duty of the consumer to update the passbook regularly so that they have the current cash balance status and area in which how much extra charge is taken and interest credited and debited in the account and cross the cheque so that they gets protection from misuse of cheque. From the above table 73% update passbook and cross the cheque while 27% are not updating passbook and crossing the check. So the reason could be who is not doing can be laziness or lack of awareness from consumer side. But overall result we can say that it is good one they are aware and following the duties well.

43 | P a g e

12) Aware about Jago Grahak Jago

aware about 'Jago Grahak Jago'

No

Yes

96

20

40

60

80

100

120

Interpretation:One of the campaign from the government organization regarding consumer right duties and protection. It is famous campaign on the television and other communicating media. Jago Grahak Jago gives an information regarding what to do while purchasing product how to behave etc type of things which increases consumer education. From the above table 96% is aware of this campaign while 4% not aware about this campaign. Overall we can say that it positive result that they are aware about this campaign so we can say it is heavily advertised and successfully positioned in the mind of consumer and remaining who are not aware is due to lack of education or it can be that thee dont have source through they can get a knowledge.

44 | P a g e

13) Aware of consumer court

Aware of consumer court

90 80 70 60 50 40 30 20 10 0 Yes No 20 80

Interpretation:Consumer court is a special court which carries out case of consumer regarding the rights of consumer and functions as rederessal of grievance. If consumer get cheated then consumer must register the case in the consumer court they will get the right back. From the above table we can say that 80% are aware of consumer court while remaining 20% are not aware of consumer courts. Overall it shows good result that more numbers are there who are aware about it so we can say good awareness level among consumers while remaining who are not aware could be lack of education, lack of awareness or lack of active reference group also.

45 | P a g e

14) Victim of Cyber Crime

Victim of Cyber Crime

Yes No

23%

77%

Interpretation:Cyber crime is crime which happens on the internet which cheats the consumer with the help of internet. Sometimes they asks details of consumer on which they cheat consumer and communicate that they have won the lottery type of schemes or hack the id password which makes losses or steal the some information or money. From the above table 77% have not become the victim of cyber crime while 23% has became the victim of cyber crime. Overall we can say that it is positive result that they have on became victim more in amount and who has became could be that they are not aware about such schemes or greediness to get something also makes them to get victim of cyber crime.

46 | P a g e

15) Cheated by seller

Cheated by Seller
Yes No

37%

63%

Interpretation:Sometime manufacturer cheats the buyer intentionally on various factors like price, underweight, expired product, improper quality mark etc. From the above table we cans say that 63% has not been cheated by seller while 37% has been cheated. Overall it is good result that they are not get cheated by seller but remaining are also in good numbers who are been cheated due to lack of awareness, education, blind faith on seller etc

47 | P a g e

16) Filed case

Filed Case

100 80 60 40 20 0 Yes Filed Case No 18 82

Interpretation:As mentioned above that manufacturer or seller cheats the buyer through various forms. But after being get cheated it is right of consumer to get filled the case against on which they have became the victim. From the above table 18% has only filled the case and 82% has not filled the case. As this was a conditional question linkage with above question on which 37% have been cheated out of 150 respondents out of which 18% has only filled a case while remaining 82% has not filled a case. Overall it is not good result because even thought they get cheated they are not filling case the reason could be that they are not aware about their rights & duties or willingly dont want to follow legal procedure.

48 | P a g e

17) Aware of consumer rights

Aware of Consumer Rights

No

13

Yes

87

Interpretation:-

Smart consumer is that who knows their consumer rights and duties. Even though every individual must know what are their consumer rights and duties. Through various campaign and programmes government and other organization are providing education to consumer regarding their rights and duties. Above table will show the result of how much they have became aware about their rights and duties. It shows that 87% knows what their rights are while 13% does not know what their rights are. Overall we can says that it shows that now consumer has became smart that they know their rights and respondent who are not aware is due to lack of academic and consumer education.

49 | P a g e

18) Regarding Regulation Procedure

59 60 50 40 30 20 10 0 Strongly Agree Agree Disagree Strongly Disagree 12 4 25

Regarding Regulations Procedure

Interpretation:After the formulating rights there comes a point of regulation procedure. It is linkage with above question that whether consumer are about their rights or not. So out of 150 respondents 87% are aware about their rights. On the basis of rights regulation procedure is decided by the consumer courts. Depends on the state or nation the regulation procedure is kept either complicated or less complicated. Less complicated is more favorable. Above table show that 87% out of 150 say that 12% strongly agrees that it is too complicated while 59% agrees that regulation are complicated, 25% disagrees with the statement that it is complicated and 4% strongly disagree with the statement. Overall maximum number of respondent agrees with the statement that it is complicated so less complicated regulation is more advisable.

50 | P a g e

19) How to increase awareness level

60 60 50 40 30 20 10 0 Education Television Ad Training Program Disagree Reference Group Strongly Disagree 4 7 0 0 6 8 23 20 47 36 25 20 46 46 52

Strongly Agree

Agree

Interpretation:Still some of respondent are not aware about their rights & duties becoming the victim through various ways like cyber crime, cheated by manufacturer, force to pay extra amount etc. It is important to increase the awareness level through various ways. So what will be the best suitable method to increase awareness level respondent where ask to gives their suggestion. It was categorized on 4 areas i.e. academic education, television ad, training programme, active reference group through this method we can increase the awareness level. Above table shows that in terms of academic education 60%stongly agrees, 47% agrees, 23% disagree, 20% strongly disagree while in terms of television ad they believe that 36% strongly agree, 46% agree, 46% disagree, 52% strongly disagree, in terms of training programme 4% strongly agree, 7% agree, 23% disagree, 20% strongly disagree, and in terms of reference group they believe that 0% strongly agree, 0% agree, 6% disagree, 8% strongly disagree out of 150. Overall we can that academic education and television ad may prove to be effective method for this.

51 | P a g e

3.4) HYPOTHESIS TESTING

Hypothesis 1 H0:- There is no significant consumer awareness level among youngsters. H1:- There is significant consumer awareness level among youngsters. Particulars Regular update of passbook and cross cheque Aware of Jago Grahak Jago Aware of consumer 121 court Victim of cyber crime Cheated by Seller Aware of right Total 55 130 595 95 20 305 150 150 900 35 115 150 29 150 144 6 150 Yes 110 No 40 Total 150

Chi Square formula,

X2

= (fo-fe)2 fe

fo = Observed Frequency fe = Expected Frequency

52 | P a g e

Calcualtion of hypothesis Particulars Regular update of passbook and cross cheque Aware of Jago Grahak Jago Aware of consumer court Victim of cyber crime Cheated by Seller Aware of right Total 55 130 595 99 99 95 20 305 51 51 150 150 900 35 99 115 51 150 121 99 29 51 150 144 99 6 51 150 Fo(Yes) 110 Fe 99 Fo(No) 46 Fe 51 Total 150

Expected Frequency of cell (1, 1) = 150*595/900 = 99

X2

= (fo-fe)2 fe
= (110 - 99)2/99 + (144 99) 2/99 + (121 - 99) 2/99 + (35 99) 2/99 +

(55 99) 2/99 + (130-99) 2/99 + (40 51) 2/51 + (6 51) 2/51 + (29 -51) 2/51 + (115 51) 2/51 + (95 51) 2/51 + (20-51) 2/51 = 1.22 + 20.45 + 4.88 + 41.37 + 19.55 + 9.70 + 2.37 + 39.70 + 9.49 + 80.3 + 37.96 + 18.84 X2cal = 285.84
53 | P a g e

D.f

= (r-1) (c-1) = (6-1) (2-1) =5

Test of significance Level is 5% X2(5,0.05) = 11.07 So, X2cal >X2tab 285.84 > 11.07 So, H1 is accepted. Conclusion: Hence there is significant consumer awareness level among youngsters.

54 | P a g e

Hypothesis 2 Hypothesis 1 (For views) H0:- Variation in awareness level is not due to different views H1:- Variation in awareness level is due to different views Hypothesis 2 (For source) H0:- Variation in awareness level is not due to different sources H1:- Variation in awareness level is due to different sources Source Strongly Agree Agree Academic Education Television Ad Training Program Reference Group Total 224 279 84 18 900 30 78 30 8 150 34 69 37 10 150 70 69 11 0 150 90 54 6 Views Disagree Strongly Disagree 0 150 Total

N= 16 (Number of elements in the table)

55 | P a g e

Calculation of ANOVA Source (X1) X12 (X2) Views X22 (X3) Academic Education Television Ad Training Program Reference Group Total 224 15056 279 18522 84 2426 18 164 30 900 78 6084 30 900 8 64 70 34 4900 1156 69 69 4761 4761 11 37 121 1369 0 10 0 100 90 8100 54 2916 6 36 0 0 X32 (X4) X42

1) Sum of all items of sample (T) = X1 + X2 + X3 + X4 = 224 +270 + 84 + 18 = 596 2) Correction Factor T2/ N = (596)2/16 = 22201 3) Total Sum of squares (SST) = X12 + X22 + X32 + X42 T2/N = 15056 + 18522 + 2426 + 164 - 22201 = 36168 22201 = 13967

56 | P a g e

4) Sum of squares between samples SSC Views

= (X1) 2/n1 + (X2) 2/n2 + (X3) 2/n3 + (X4)2/n4 - (T)2/N

= (224)2/4 + (270) 2/4 + (84) 2/4 + (18) 2/4 22201 = 12544 + 18225 + 1764 + 81 22201 = 32614 22201 = 10413 5) Sum of Squares between sources (SSR) = (150)2/4+(150)2/4+(150)2/4 - 22201 = 22500/4 +22500/4+22500/4 - 29205 = 5625 + 5625 + 5625 + 5625 - 29205 = 299

Source of Variation Between Sample Within Samples Residual

Sum of Squares
10413(SSC)

Degree of Freedom
4 - 1=3(c-1)

Mean Sum of Square

10413/3=3471

F- Ratio
F1=3471/361.67 = 9.60

299(SSR)

4 - 1=3 (r-1)

299/3=99.67

F2=99.67/361.67 =0.28

3255(SST SSC)

3*3=9 (c-1)(r-1)

3255/9=361.67

Total

13967(SST)

16-1=15 (N-1)

57 | P a g e

For views, F calculated = 9.60 Table value of F for V1= k-1 = 4-1=3 and V2= (k-1) (n-1) = (4-1) (3-1) = 9 at 5% significance level is 3.86 As Fcal is > the table value, H1 is accepted. Conclusion: - Variation in awareness level is due to different views For sources, F calculated is 0.28 Table value of F for V = k-1 = 4-1 = 3 and V2= (k-1) (n-1) = (4-1) (4-1) =9 at 5% significance level is 3.86 As F cal is < the table value, H0 is accepted Conclusion: - Variation in awareness level is not due to different sources.

58 | P a g e

CHAPTER 4 SUMMARY, CONCLUSION, FINDINGS, SUGGESTION.

59 | P a g e

4.1) SUMMARY
The objective of this project is to assess the people of different class in the society about different aspects of consumer awareness viz., price and quality of products used by them, about fair price shop, standardization of products, about consumer forum, about their rights and duties etc. Consumers will lead a happy, healthy and prosper life if they fully aware about the above mentioned aspects. To know the awareness level sample size was taken as 150 and source of data is primary data. To prove the study help of statistical technique is been taken i.e. chi-square and two way annova. From the study it is found that it is not new for youngsters campaign like Jago Grahak Jago, quality marks etc they have ample of knowledge regarding their rights and duties only thing lack is regulation procedure and filing the case. Rights and Duties:It is right of consumer to get safety, to get informed, to choose, to heard, to redressed, to get consumer education, to get healthy environment and to get satisfy the needs. It is duty of consumer to be critically aware, to be involved, be organized, and practice sustainable consumption and to be responsible towards environment. So, every consumer or every individual who lives in this earth must know their rights and duties so that they can easily live and lead life safely.

60 | P a g e

4.2) FINDINGS It is found that consumer which making any purchase the price is the main
factor they takes into account compare to other factor like quality mark, brand name etc.

Youngsters have became more aware as they are the generation of 21st century
which shows the effect in various points of consumer awareness that 83% checks the expiry date on food and medical product while 59% cross check the weight compare to it is mentioned on the products.

Also their smartness has shown result in other areas also like 80% of them
check prices from alternative sources, 91% check M.R.P mentioned on the product, and they are not get convinced to buy product which has been already expired.

While they have shown little bit poor result in taking bill and reading terms
and condition & instruction applied on the product.

Sometimes they have also been forced to pay extra amount compare to
original price and mainly reason behind paying extra amount is lack of alternative and artificial scarcity created by the seller.

They have also shown on impressive result in case of awareness i.e.73%

regularly update passbook & cross the cheque, 96% are aware about Jago Grahak Jago campaign carried out specially for consumer awareness, and only 23% have became victim of cyber crime.

They are not easily get cheated by seller now a day but in this one
disappointing result is that those who are been cheated are not filling case in the courts so this area is alarming for consumer that they must fill the case and fight for their rights.

One of the reason also been found out for not filling case is that the regulation
procedure is complicated 59% agrees with this point and 87% are aware about their rights.

For creating and increasing awareness level respondent where asked to give
reason how to create and increase a awareness level and it is been found that academic education and television ad could be the most preferred source to create and increase awareness level among youngsters and other consumers.

61 | P a g e

 To check the awareness level statistical technique was used i.e. chi square and
it has shown a highly positive result and hypothesis was done to know significant awareness level among consumer and H1 was been accepted

During a study few other things have been found out. They are: Disclaimers such as Goods once sold will not be taken back, No exchange, No refund under any circumstances printed on bills are misleading and do not carry any legal weight. It is mandatory to declare the name and address of the importer of foreign goods on the packets and also the expiry date. If goods are made in one country and repacked in smaller quantities in another, it is required to state the names of both countries. In case of a problem with regard to the weights and measures on packaged commodities, you can prefer a complaint with the Directorate/Department of Legal Metrology of your state. You can save energy, reduce your electricity bills and help in the availability of electricity to more people by just buying ACs, tube lights, refrigerators bearing BEEs Star Rated energy efficiency labels. It is important for you to check for the hallmark and purity of gold before buying an ornament and insist for a bill as this will help you in case of a future problem. As per Reserve Bank of Indias regulations, banks and credit card companies cannot deploy collection agents for recovery without prior information to the customer. The agents should not make anonymous or threatening calls and should not resort to intimidation or harassment of any kind against any person in their debt collection efforts. The red vertical line on the left side of the medicine strip indicates that the medicine will be available only on prescription.

62 | P a g e

4.3) SUGGESTIONS
Now campaign like Jago Grahak Jago and various quality marks are nothing much new for consumer to make it aware. As they have became smart enough to purchase wisely and they have started to check M.R.P, check from alternative sources, not get convinced if it is been expired. Only bit disappointing area is some time they have came across to pay extra amount to seller due lack of alternative source and artificial scarcity. To avoid this make available multiple sources for them and strict action to be taken who creates scarcity artificially. Only area where youngsters are lacking is on procedural part of all regulation. To overcome this unawareness it is hereby suggested that although huge amount is being spent by the government for creating awareness, but the procedural part is not being shown in the advertisements. Special advertisements should be created to educate the consumers regarding procedure for filing complaint, where to file complaint, when to file complaints etc. Local newspaper, cable-operators should also come forward to educate the consumers on these points. NGO's/Consumer Association should also come forward to should work more and more to aware the consumers to raise voice against exploitation. According to the respondent suggestion to create awareness academic education and television ad is most preferred source for this so more focus should be kept on this source so that awareness level should get increased. Last but not the least; the consumers must educate himself/herself about his/her rights and availability of redressal mechanisms.

63 | P a g e

4.4) CONCLUSION
Consumer awareness means the how much consumer is aware while making any purchase against seller or way they makes contract with other parties. Smart consumer is what who is properly aware about their consumer rights and duties so that he/she can live or make purchase safely and securely. Consumer should be totally aware not only before buying a product but also important after making a purchase. The objective of this project is to assess the people of different class in the society about different aspects of consumer awareness viz., price and quality of products used by them, about fair price shop, standardization of products, about Consumer Forum, about their rights and duties etc. Consumers will lead a happy, healthy and prosper life if they fully aware about the above mentioned aspects. To analyze the level of consumer awareness among the youngsters of Bhuj sample size was taken as 150, with the help of primary data by using questionnaire as a method of collection of data various question were been asked. On the basis of collection of data help of statistical technique was taken to measure the level of awareness. Two method was been used viz. chi-square and two way annova. It is found that consumer is highly aware in case of basic awareness regarding their rights and duties but they are been lacking in filling case if they are cheated they feels that regulation procedure is complicated. To increase a consumer awareness respondent were ask to give suggestion on the source which increases consumer awareness it was found that academic education and television ad would be the most preferred source for this. An educational implication of the study is that every consumer should be aware about different aspects of different products they consume in day-to-day life. They should have knowledge about certified products, Check MRP, date of manufacturing, and expiry at the time of purchase of a product. They must have awareness about their rights and duties.

64 | P a g e

4.5) BIBLIOGRAPHY A) WEBSITES: http://consumerconexion.org/ http://www.scribd.com/doc/58225478/consumer%E2%80% 99s-awareness-towards-their-ethical-rights http://www.scribd.com/doc/50542388/ConsumerAwareness-towards-Insurance-Products http://www.consumeradvice.in/for-consumer http://www.consumeradvice.in/protection-act http://www.consumeradvice.in/before-you-buy http://www.consumeradvice.in/ http://www.consumeradvice.in/rti-act http://www.ncdrc.nic.in/1_1.html

65 | P a g e

4.6) QUESTIONNAIRE
1. Name: -. 2. Age: - ... 4. Gender: - Male/ Female 3.Education: -... 5.Occupation: -.

6. Which factors do you primarily take into account while buying a product? a) Price b) Best Before Date c) Brand Name ( ( ( ) d) Trust in the seller/shop ) e) Quality Mark ) f) It is hard to say ( ( ( ) ) )

7. Do you examine the expiry date on the food items and medicines while you buy them? a) Yes ( 8. ) b) No ( )

Do you ever cross checked the weights of the products mentioned on the item? a) Yes ( ) b) No ( )

9.

Do you check the prices, of goods you buy, from alternative sources? a) Yes ( ) b) No ( )

10. Do you check the M.R.P. (Maximum Retail Prices) before buying the products? a) Yes ( ) b) No ( )

11. Do you take a bill from seller while purchasing a product? a) Yes ( ) b) No ( )

12. Do you read instruction or terms and condition which is applied on purchasing a product? a) Yes ( ) b) No ( )

13. Are you get convinced by the seller to purchase even though the product has been expired? a) Yes ( ) b) No ( )

14. Do you ever come across to pay extra amount for purchasing product? a) Yes ( ) b) No ( )

66 | P a g e

15. If yes, then due to which reason you are forced to pay extra amount? a) Artificial Scarcity created by the seller b) Lack of available alternative source c) You were at multiplex/match d) Lack of time/distance ( ( ( ( ) ) ) )

16. Do you regularly update your bank passbook and regularly cross the cheque while making any payment? a) Yes ( ) b) No ( ) 17. Are you aware of campaign like Jago Grahak Jago? a) Yes (
a) Yes (

) ) ) ) ) )

b) No ( b) No ( b) No ( b) No ( b) No ( b) No (

) ) ) ) ) )

18. Are you aware of consumer courts, for complaints of consumers?

19. 19. Have you ever become victim of cyber crime? a) Yes (

20. Do you ever been cheated by the seller or manufacturer? a) Yes (

21. If yes, have you ever filed a case in the consumer court? a) Yes (

22. Are you aware of consumer rights? a) Yes (

23. If yes, then do you think regulations on consumer right protection are too complicated? Strongly Agree ( ) Agree ( ) Disagree ( ) Strongly Disagree ( )

24. Do you think following things can increase the awareness level towards consumer rights and duties? Strongly Agree Academic Education Television Ad Awareness Training Program Active Reference Group ( ( ( ( ) ) ) ) Agree ( ( ( ( ) ) ) ) Disagree ( ( ( ( ) ) ) ) Strongly Disagree ( ( ( ( ) ) ) )

67 | P a g e