RESEARCH PROJECT REPORT

On
"A Study on Customer Satisfaction toward Haldiram
Products in Ghaziabad City"

Submitted to Dr. A.P.J. Abdul Kalam Technical University, Lucknow for the fulfillment for the Degree of

MASTER OF BUSINESS ADMINISTRATION (2022 -2024)

In partial fulfilment for the award of the degree of

Master of Business Administration

Guided by Submitted by
Dr. Anubha ma’am Sumit Kumar Thakur
(Faculty Mentor) Roll no: 22011617100159
 PLAGIARISM CERTIFICATE

“A STUDY ON CONSUMER PERCEPTION TOWARDS ONLINE SHOPPING” towards

affiliated to. Dr. A.P.J. Abdul Kalam Technical University, Lucknow
GUIDE NAME (Co-Ordinator) Dr. Ashwani Varshney
his project as prescribed by
Jaipuria Institute of Management Indirapuram Ghaziabad, (NAAC "A" Grade)
the partial fulfilment of MASTER OF BUSINESS ADMINISTRATION degree examination.
This has not been submitted for any other examination and does
not form part of any other course
This is to certify that Sumit Kumar Thakur has
submitted the project report titled,
undergone by the candidate. It is further certified that he has ingeniously completed

Place: Ghaziabad
Date: 17-06-2024
Sumit Kumar Thakur
 DECLARATION

I, Sumit Kumar thakur, solemnly declare that this research project report titled "A Study

on Customer Satisfaction toward Haldiram Products in Ghaziabad City" is my original work.

All the information, data, and findings presented in this report are authentic and have been

gathered through genuine research efforts.

I further declare that no part of this report has been plagiarized from any other source, and

all sources used for references have been duly acknowledged. Any assistance received

during the course of this study has been appropriately credited.

I take full responsibility for the accuracy and integrity of the content presented in this report.
In case of any discrepancy found in the information provided, I am willing to bear the

consequences as per the academic integrity policies Jaipuria Institute of

management Ghaziabad

Date: Sumit Kumar thakur

Place: 22011617100159
 ACKNOWLEDGEMENT
I would like to express my sincere gratitude to our Dr. Devendra Narang Director
and our faculty guide Dr. Anubha ma’am, Associate Professor at the

School of Management, Babu Banarasi Das Institute of Technology and Management,

Lucknow, for her invaluable guidance, support, and mentorship throughout the course of

this

research project. Her insightful feedback and constructive criticism have immensely

contributed to the quality and depth of this study.

I am also thankful to all the respondents who participated in the survey and provided their

valuable insights, without which this research would not have been possible. Their

cooperation and willingness to share their experiences have enriched the findings of this

study.

Furthermore, I extend my appreciation to my classmates and friends for their encouragement

and assistance during various stages of this project.

Last but not least, I am grateful to my family for their unwavering encouragement,

understanding, and support throughout this academic endeavor.

Sumit thakur

22011617100159

MBA IV Semester
 PREFACE
The preface of the research project, "A Study on Customer Satisfaction toward Haldiram

Products in Lucknow City," serves as an introductory statement outlining the purpose,

scope, and significance of the study. It provides context for the research and sets the stage

for the reader to understand the objectives and methodology employed.

In this preface, we acknowledge the importance of understanding customer satisfaction and

preferences in the context of the highly competitive food industry. We recognize the

significance of Haldiram, a renowned brand known for its diverse range of snacks, sweets,

and beverages, in the Indian market. The preface also highlights the specific focus on

Ghaziabad City, a vibrant urban center with its unique demographic and cultural

characteristics.

Furthermore, we express gratitude to all those who contributed to the research project,

including participants, experts, and stakeholders. We emphasize the collaborative effort

involved in conducting the study and acknowledge the support received from various

individuals and organizations.

Overall, the preface aims to provide an introductory overview of the research project, setting

the tone for the subsequent sections that delve into the objectives, methodology, findings,

and recommendations. It serves as a precursor to the main body of the study, offering

insights into the motivation and context behind the research endeavor.
 TABLE OF CONTENT

S.No. Particular Page No.

Plagiarism Certificate

Declaration

Acknowledgement

Preface

Executive Summary

1. Introduction

2. Objective of study

3. Review of Literature

4. Research Methodology

5. Data analysis

6. Findings

7. Recommendation

8. Bibliography

9. Annexure
CHAPTER - 1
INTRODUCTION
 INTRODUCTION

1.1 BACKGROUND OF THE STUDY

The background of the study "A Study on Customer Satisfaction toward Haldiram Products

in Lucknow City" revolves around the significance of customer satisfaction in the success

of businesses, particularly in the food industry. Haldiram, a well-established brand in India

known for its diverse range of traditional snacks and sweets, operates in a competitive market

where consumer preferences and expectations continually evolve. Understanding the

background involves recogmzing the importance of customer satisfaction as a key

determinant of brand loyalty, repeat purchases, and positive wordof-mouth

recommendations. In the context of Haldiram, which has a strong presence in Lucknow City,

the study aims to delve into the factors that contribute to or detract from customer satisfaction

with its products.

Factors such as taste, quality, variety, pricing, packaging, and overall brand reputation play

crucial roles in shaping customer perceptions and experiences. Additionally, changing

consumer lifestyles, preferences for healthier options, and increasing competition from both

traditional and online food retailers underscore the need for Haldiram to continuously assess

and improve its offerings.

By exploring the background of the study, researchers aim to provide valuable insights into

customer preferences and satisfaction levels with Haldiram products in Lucknow City. This

understanding can guide the company in refining its product development, marketing

strategies, and customer service initiatives to better meet the evolving needs and

expectations of its target audience.

2
1.2 STATEMENT OF PROBLEM
The statement of the problem for the study "A Study on Customer Satisfaction toward

Haldiram Products in Lucknow City" revolves around identifying and addressing the

challenges or areas of concern regarding customer satisfaction with Haldiram products. This

includes understanding any existing gaps between customer expectations and the actual

experience with Haldiram products in Lucknow City.

Assessment of Customer Satisfaction: Identifying the level of satisfaction among customers

who purchase and consume Haldiram products in Lucknow City.

Identification of Factors Influencing Satisfaction: Determining the factors that significantly

influence customer satisfaction with Haldiram products, such as product quality, variety,

pricing, packaging, and customer service.

Analysis of Consumer Preferences: Understanding the preferences and expectations of

consumers regarding Haldiram products compared to competitors or alternative options

available in the market.

Evaluation of Brand Perception: Assessing the overall perception of the Haldiram brand

among consumers in Lucknow City, including its reputation, trustworthiness, and perceived

value proposition.

Exploration of Improvement Opportunities: Exploring potential areas for improvement in

Haldiram's product offerings, marketing strategies, distribution channels, and customer

engagement initiatives to enhance overall customer satisfaction.

By clearly defining the statement of the problem, the study aims to provide actionable

insights and recommendations that can help Haldiram address any identified gaps and

strengthen its position in the market while fostering greater customer loyalty and

satisfaction.

3
1.3 RATIONALE FOR CHOOSING HALDIRAM PRODUCTS
Brand Reputation: Haldiram is a well-established and renowned brand in the Indian food

industry, known for its wide range of high-quality snacks, sweets, and ready-to-eat food

products. Its long-standing presence and positive brand reputation make it an interesting

subject for investigation.

Popularity and Presence: Haldiram products have a significant presence across various

regions in India, including Lucknow City. The widespread availability and popularity of

Haldiram products among consumers make them a relevant subject for studying consumer

behavior and satisfaction.

Consumer Preferences: Understanding consumer preferences and satisfaction levels with

Haldiram products can provide valuable insights into the factors driving consumer choices

in the packaged food segment. This knowledge can help Haldiram in better catering to

customer needs and preferences.

Market Competition: The food industry, particularly the packaged snacks and sweets

segment, is highly competitive. By analyzing customer satisfaction with Haldiram products,

the study can shed light on Haldiram's competitive position relative to other brands and

identify areas for improvement.

Academic Interest: Researching customer satisfaction with Haldiram products contributes

to the academic understanding of consumer behavior, marketing strategies, and brand

management in the context of the food industry. It allows for the application of theoretical

frameworks and methodologies to real-world business scenarios.

Overall, the rationale for choosing Haldiram products lies in their significance in the Indian

food market, their popularity among consumers, and the insights they offer into consumer

behavior and brand management.

4
1.4 OVERVIEW OF THE SNACK FOOD INDUSTRY IN INDIA
Market Size and Growth: The snack food industry in India is substantial, with a wide variety

of products catering to diverse consumer preferences. It encompasses both traditional snacks

and modern packaged snacks. The market has been experiencing steady growth, driven by

factors such as urbanization, changing lifestyles, increasing disposable incomes, and the

growing trend of snacking between meals.

Product Diversity: The Indian snack food market is characterized by a vast array of products,

ranging from traditional snacks like namkeens, bhujia, samosas, and sweets to modern

packaged snacks such as chips, biscuits, extruded snacks, and ready-to-eat (RTE) products.

This diversity reflects the cultural richness and culinary traditions of different regions across

the country.

Consumer Preferences: Consumer preferences in the snack food industry are evolving,

influenced by factors such as taste preferences, health consciousness, convenience,

affordability, and brand perception. While traditional snacks continue to enjoy popularity,

there is a growing demand for healthier and innovative snack options, including low-fat,

gluten-free, and organic snacks.

Market Players: The Indian snack food market is highly competitive, with both domestic

and international players vying for market share. Established brands like Haldiram's, Balaji

Wafers, Parle, Britannia, and ITC dominate the market alongside multinational giants like

PepsiCo, Nestle, and Mondelez. These companies compete not only on product innovation

and quality but also on distribution networks, pricmg strategies, and marketing campaigns.

Distribution Channels: Snack foods are distributed through various channels, including

traditional retail outlets, supermarkets, hypermarkets, convenience stores, online platforms,

and foodservice establishments. The distribution landscape is evolving with the emergence

5
of e-commerce platforms, which offer consumers greater convenience and access to a wide

range of snack products.

Regulatory Environment: The snack food industry is subject to regulations and standards set

by government bodies such as the Food Safety and Standards Authority of India (FSSAI).

These regulations govern aspects related to food safety, labeling, packaging, and advertising

to ensure consumer protection and product quality.

Overall, the snack food industry in India is dynamic and competitive, driven by changing

consumer preferences, Innovation, and technological advancements. Understanding the

market dynamics and consumer behavior is crucial for companies operating in this industry

to stay competitive and meet the evolving needs of consumers.

6
1.5 COMPANY PROFILE
Haldiram Foods International Pvt. Ltd., commonly known as Haldiram's, is a private Indian

multinational company specializing in sweets, snacks, and restaurant services. Established in 1937

by Ganga Bishan Agarwal in Bikaner, Rajasthan, it has since grown into a major player in the food

industry. Haldiram's operates manufacturing plants across India and has expanded its presence with

retail stores and restaurants in various cities. The company's product range includes a wide variety

of traditional and contemporary snacks, sweets, beverages, frozen foods, and potato chips.

Haldiram's has over 410 products, catering to both Indian and international markets. It is particularly

known for its namkeens, sweets like gulab jamun and Bikaneri bhujia, and ready-to-eat food items.

Haldiram's has embraced modern marketing strategies, including tie-ups with popular films like

Prem Ratan Dhan Payo, to enhance its brand visibility. Despite its traditional roots, the company

continues to evolve and expand its offerings to meet the changing consumer preferences.

In January 2024, Haldiram's initiated negotiations to acquire a majority stake in Prataap

Snacks, aiming to strengthen its position in the potato chip market. This move reflects the

company's strategic approach to growth and market expansion.

With its rich history, diverse product portfolio, and strategic business initiatives, Haldiram's

remains a prominent player in the global food industry, serving millions of customers across

the globe.

Haldiram's has a rich history that spans over eight decades, marked by growth, expansion,

and a commitment to delivering authentic Indian flavors. It all began with a small namkeen

shop in Bikaner, founded by Ganga Bishan Agarwal, affectionately known as Haldiram Ji.

The shop gained rapid popularity for its unique-tasting bhujia, laying the foundation for

what would become a renowned brand.

Under the leadership of Mr. Shiv Kishan Agrawal, Haldiram's embarked on a journey of

expansion and innovation. In 1970, we shifted our operations to Nagpur and established our

first full-production unit, introducing a diverse range of savories, sweets, and beverages to

7
the market. This move marked the beginnmg of our evolution into a household name across

India.

Throughout our growth, we have remained steadfast in our commitment to tradition and

quality. Our products maintain a consistent sense of simplicity, with ingredients and recipes

carefully selected to uphold our heritage. We take pride in offering natural, wholesome

products that evoke a homemade feel.

Beyond food, Haldiram's fosters a strong sense of community and family. We prioritize

supporting our associates and creating a collaborative environment that reflects our values.

As we continue to serve generations of satisfied customers worldwide, we remain dedicated

to being India's beloved snack-food company.

Haldiram's is a leading manufacturer and retailer of Indian sweets, snacks, and ready-toeat

food products. Founded in 1937 by Shri Ganga Bhishen Agarwal as a small sweet shop in

Bikaner, Rajasthan, Haldiram's has grown into a multi-national brand with a global presence.

Product Range: Haldiram's offers a diverse range of traditional and contemporary Indian

snacks and sweets. Its product portfolio includes namkeens (savory snacks), sweets, readyto-

eat meals, frozen foods, biscuits, and beverages. Some of its popular products include bhujia,

sev, rasgulla, gulab jamun, samosas, papads, and frozen parathas.

Quality and Hygiene: Haldiram's is known for its commitment to quality, hygiene, and food

safety standards. The company adheres to stringent quality control measures at every stage

of production, from sourcing raw materials to manufacturing and packaging. It uses

highquality ingredients, state-of-the-art manufacturing facilities, and modern food

processing techniques to ensure the freshness, taste, and nutritional value of its products.

Brand Presence: Haldiram's has a strong presence across India and in several international

markets. It operates a vast network of company-owned outlets, franchised stores,

distribution channels, and online platforms to reach consumers across urban and rural areas.

8
 The brand's popularity transcends demographics and geographical boundaries, making it a

household name among Indians globally.

Innovation: Haldiram's emphasizes innovation and product development to cater to

changing consumer preferences and lifestyles. The company regularly introduces new

flavors, variants, and packaging formats to keep its product offerings relevant and appealing

to consumers. It also invests in research and development to enhance product quality, shelf

life, and nutritional value.

Corporate Social Responsibility (CSR): Haldiram's is actively involved in various CSR

initiatives aimed at community development, education, healthcare, and environmental

sustainability. The company supports charitable organizations, educational institutions, and

social welfare programs to contribute to the well-being of society.

Recognition and Awards: Over the years, Haldiram's has received numerous awards and

accolades for its excellence in food manufacturing, hygiene standards, brand reputation, and

business performance. These awards recogmze the company's commitment to quality,

innovation, and customer satisfaction.

Overall, Haldiram's has established itself as a trusted brand synonymous with taste, quality,

and tradition. With its unwavering focus on customer satisfaction, product excellence, and

ethical business practices, the company continues to set benchmarks in the Indian snack

food industry.

1.6 CONSUMER BEHAVIOR IN THE SNACK FOOD SECTOR

Taste Preferences: Consumer choices in the snack food sector are heavily influenced by taste

preferences. Individuals may have varymg preferences for flavors, textures, and ingredients,

leading them to favor certain types of snacks over others.

Health and Nutrition: With increasing health awareness, consumers are becommg more

conscious of the nutritional content of snack foods. There is a growing demand for healthier

snack options that are low in calories, fat, and sugar, and high in protein, fiber, and vitamins.

9
 Health-conscious consumers often seek out snacks that offer nutritional benefits without

compromising on taste.

Convenience: Convenience is a significant factor driving consumer behavior in the snack

food sector. Busy lifestyles and on-the-go consumption habits have led to a rise in demand

for portable, ready-to-eat snacks that require minimal preparation. Consumers often choose

snacks that are convenient to purchase, store, and consume, such as singleserve packs,

graband-go options, and pre-packaged snacks.

Brand Loyalty: Brand loyalty plays a crucial role in consumer behavior, with many

individuals developing strong preferences for specific snack brands based on factors such

as taste, quality, and brand reputation. Established brands with a history of delivering

consistent quality and taste often enjoy loyal customer bases who repeatedly purchase their

products.

Price Sensitivity: Price is a key consideration for many consumers when choosing snacks.

While some consumers prioritize quality and are willing to pay a premium for premium

snacks, others are more price-sensitive and seek out affordable options. Promotions,

discounts, and value packs can influence purchasing decisions and encourage trial and repeat

purchases.

Cultural and Regional Influences: Consumer preferences for snack foods are also influenced

by cultural and regional factors. Different regions may have unique snack traditions, flavors,

and ingredients that resonate with local consumers. Snack manufacturers often tailor their

product offerings to cater to regional tastes and preferences.

Social and Environmental Consciousness: An increasing number of consumers are

considering social and environmental factors when making snack food purchases. They may

prefer snacks that are ethically sourced, environmentally sustainable, and produced using

socially responsible practices. Snack companies that demonstrate a commitment to

sustainability and corporate social responsibility (CSR) may attract consumers who align

10
1.7 IMPORTANCE OF CUSTOMER SATISFACTION IN THE FOOD

INDUSTRY
Repeat Business: Satisfied customers are more likely to become repeat customers. In the

food industry, especially in the snack food sector, where brand loyalty can be significant,

ensuring high levels of customer satisfaction encourages customers to return and purchase

products repeatedly. This repeat business is essential for maintaining sales and fostering

long-term profitability.

Positive Word-of-Mouth: Satisfied customers are more inclined to share positive

experiences with others, whether through word-of-mouth recommendations, social media,

online reviews, or other channels. Positive word-of-mouth can significantly impact brand

reputation and attract new customers to the snack food products, leading to increased sales

and market growth.

Brand Loyalty: Customer satisfaction fosters brand loyalty, with satisfied customers more

likely to develop strong attachments to particular snack food brands. Brand loyalty can lead

to sustained sales, even in the face of competition, as loyal customers continue to choose

their preferred brands over alternatives.

Differentiation: In a highly competitive market, customer satisfaction can serve as a key

differentiator for snack food brands. Brands that consistently deliver high-quality products,

excellent customer service, and positive experiences stand out from competitors and can

command premium pricing and market share.

Customer Retention and Lifetime Value: Acquiring new customers can be costly and

challenging. Therefore, retaining existing customers through high levels of satisfaction is

critical for maximizing customer lifetime value. Satisfied customers are more likely to

remain loyal over time, leading to higher retention rates and increased revenue over the

customer's lifetime.

11
Quality Feedback and Improvement: Customer satisfaction feedback provides valuable

insights into product preferences, tastes, and preferences. Snack food companies can use this

feedback to continually improve product offerings, enhance quality, address any issues or

concerns, and innovate to meet evolving customer needs and preferences.

Regulatory Compliance and Reputation Management: Ensuring customer satisfaction also

helps snack food companies comply with regulatory requirements and maintain a positive

reputation. Meeting or exceeding food safety standards, quality control measures, and

ethical business practices is essential for building trust with customers and stakeholders.

12
1.8 FACTORS INFLUENCING CUSTOMER SATISFACTION
Product Quality: The quality of the snack food products, including taste, freshness,

ingredients, and consistency, significantly impacts customer satisfaction. Consistently

delivering high-quality products that meet or exceed customer expectations is essential for

fostering satisfaction.

Variety and Innovation: Offering a diverse range of snack food options and innovative

flavors appeals to customers' varying tastes and preferences. Providing new and exciting

products or variations keeps customers engaged and satisfied, preventing monotony and

Increasing overall satisfaction.

Price and Value: Customers consider the price of snack food products concerning the

perceived value they receive. Offering competitive pricing relative to the quality and

quantity of the product enhances satisfaction. Discounts, promotions, and value packs can

also influence perceived value and satisfaction.

Availability and Accessibility: Accessibility and convenience play vital roles in customer

satisfaction. Snack food products should be readily available through various distribution

channels, including supermarkets, convenience stores, online platforms, and vending

machines. Ensuring easy access to products enhances satisfaction by meeting customers'

needs promptly.

Brand Reputation and Trust: A brand's reputation for reliability, authenticity, and

trustworthiness influences customer satisfaction. Establishing trust through consistent

quality, transparent business practices, and ethical standards builds loyalty and satisfaction

among customers.

Customer Service: Positive interactions with customer service representatives, responsive

support channels, and efficient resolution of issues contribute to customer satisfaction.

13
 Providing excellent customer service enhances the overall experience and fosters positive

perceptions of the brand.

Packaging and Presentation: Appealing and functional packaging enhances the overall

product experience and influences satisfaction. Eye-catching designs, convenient packaging

formats, and informative labeling contribute to positive perceptions and satisfaction.

Health and Wellness Considerations: With increasing health consciousness among

consumers, factors such as nutritional value, ingredient transparency, and alignment with

dietary preferences influence satisfaction. Offering healthier snack options, catering to

dietary restrictions, and providing clear nutritional information meet customers' evolving

health needs and preferences.

Brand Engagement and Loyalty Programs: Engaging customers through loyalty programs,

rewards, and personalized offers fosters loyalty and satisfaction. Providing incentives for

repeat purchases, exclusive benefits, and opportunities for interaction with the brand

enhance satisfaction and strengthen customer relationships.

Social and Environmental Responsibility: Customers increasingly value brands that

demonstrate social and environmental responsibility. Practices such as sustainable sourcing,

eco-friendly packaging, community involvement, and ethical business practices contribute

to customer satisfaction by aligning with customers' values and beliefs.

1.9 STUDIES ON CUSTOMER SATISFACTION TOWARDS

HALDIRAM PRODUCTS
Product Quality and Taste: Studies have consistently found that customers highly value the

quality and taste of Haldiram products. The brand's reputation for using highquality

ingredients, authentic flavors, and traditional recipes resonates well with consumers, leading

to high levels of satisfaction.

14
Brand Loyalty and Trust: Research indicates that Haldiram enjoys strong brand loyalty

among its customers. The brand's long-standing presence in the market, consistent product

quality, and reputation for reliability contribute to building tmst and loyalty among

consumers.

Perceived Value: Studies have examined customers' perceptions of value concernmg

Haldiram products. Despite premium pricing compared to some competitors, consumers

perceive Haldiram products as offering good value for money due to factors such as product

quality, taste, variety, and packaging.

Consumer Preferences and Buying Behavior: Research has explored consumer preferences

regarding specific Haldiram products, flavor preferences, packagmg preferences, and

frequency of purchase. Understanding these preferences helps Haldiram tailor its product

offerings to better meet consumer needs and preferences.

Customer Satisfaction and Loyalty Programs: Some studies have investigated the impact of

loyalty programs and promotional offers on customer satisfaction and repeat purchase

behavior. Findings suggest that loyalty programs, discounts, and special offers play a role in

enhancing customer satisfaction and fostering repeat business.

Online Reviews and Social Media Influence: With the rise of online shopping and social

media, studies have examined the influence of online reviews, ratings, and social media

content on consumer perceptions of Haldiram products. Positive online reviews and

engaging social media content contribute to building brand reputation and attracting new

customers.

Customer Service and Complaint Handling: Research has also explored customers'

experiences with Haldiram's customer service and complaint handling processes. Effective

resolution of customer complaints and responsive customer service contribute to overall

satisfaction and positive brand perception.

15
 Demographic Analysis: Some studies have conducted demographic analyses to understand

the demographics of Haldiram's customer base, including age, income level, geographic

location, and lifestyle preferences. These insights help Haldiram target specific consumer

segments with tailored marketing strategies.

Overall, studies on customer satisfaction towards Haldiram products indicate a positive

perception of the brand among consumers, driven by factors such as product quality, taste,

brand reputation, and customer service. Continuous monitoring of customer feedback and

preferences, along with proactive efforts to address consumer needs, are essential for

maintaining high levels of satisfaction and brand loyalty.

1.10 PROFILE OF LUCKNOW CITY AND SNACK FOOD MARKET

Lucknow, the capital city of Uttar Pradesh, India, is renowned for its rich cultural heritage,

historical monuments, and vibrant culinary traditions. It is one of the largest cities in

Northern India, with a diverse population comprising people from various socio-economic

backgrounds.

The snack food market in Lucknow reflects the city's cultural diversity and culinary

preferences. Snack foods hold significant importance in Lucknow's food culture, offering a

wide range of savory and sweet options that cater to different tastes and preferences. From

traditional street snacks like chaat, samosa, and pakora to modern snacks like chips,

namkeen, and sweets, Lucknow's snack food market offers a plethora of choices for

consumers.

Traditional Culinary Heritage: Lucknow is known for its rich culinary heritage, which

influences the types of snacks available in the market. Traditional snacks like kebabs, chaat,

and sweets are popular among both locals and tourists.

Street Food Culture: The city has a vibrant street food culture, with numerous vendors and

food stalls offering a variety of snacks on busy streets and markets. Street food is an integral

part of daily life for many Lucknowites, contributing to the city's gastronomic appeal.

16
Growing Demand for Packaged Snacks: Alongside traditional snacks, there is a growing

demand for packaged snacks in Lucknow. Consumers seek convenience and variety, leading

to increased consumption of packaged namkeen, chips, biscuits, and other ready-to-eat

snacks.

Preference for Quality and Taste: Consumers in Lucknow value quality and taste when it

comes to snack foods. They seek snacks that are flavorful, fresh, and made from high-quality

ingredients. Brands that offer authentic flavors and maintain consistent quality tend to

perform well in the market.

Changing Consumer Preferences: With changing lifestyles and increasing urbanization,

there is a shift in consumer preferences towards healthier snack options. This trend has led

to the emergence of healthier snack alternatives such as baked snacks, roasted nuts, and

lowfat namkeen.

Competitive Market Landscape: The snack food market in Lucknow is highly competitive,

with both local and national brands vying for market share. Established brands like

Haldiram, Bikano, and Balaji dominate the market, but there is also room for smaller players

and regional brands to thrive by catering to niche consumer segments. In summary,

Lucknow's snack food market is characterized by its rich culinary heritage, diverse offerings,

and evolving consumer preferences. Understanding the unique cultural dynamics and

consumer behavior in Lucknow is essential for snack food companies to succeed in this

vibrant market.

17
 CHAPTER - 2
OBJECTIVE OF
THE STUDY

18
 OBJECTIVES OF THE STUDY

1. To assess the level of customer satisfaction towards Haldiram products in Lucknow City.

2. To identify key factors influencing customer satisfaction towards Haldiram products in

Lucknow City.

3. To understand customer preferences towards Haldiram products in Lucknow City.

4. To explore perceptions of product quality towards Haldiram products in Lucknow City. 5.

To assess customer loyalty towards Haldiram products in Lucknow City.

19
CHAPTER -3
LITERATURE
REVIEW

20
 LITERATURE REVIEW
Rani et al. (2019): This study examines consumer preferences and perceptions regarding

ready-to-eat snack items, particularly those offered by Haldiram's. The findings indicate that

a majority of consumers have been consuming Haldiram's products for over three years,

suggesting a high level of brand loyalty. Many consumers also perceive improvements in the

quality of Haldiram's products over time, highlighting the brand's commitment to product

enhancement.

Ahmed et al. (2020): This case study delves into the position of Haldiram's in the Indian

snacks market, emphasizing its dominant market share and longstanding presence since

1937. It discusses how Haldiram's caters to evolving consumer demands, especially with the

introduction of new global flavors and healthy snacking options. The study underscores

Haldiram's adaptability to changing consumer preferences and its ability to maintain its

market leadership.

Khedkar (2023): This research explores the potential of traditional food adjuncts as

sustainable and healthy options for functional foods. It suggests that leveraging the

medicinal benefits of food adjuncts can enable entrepreneurs to position their products

effectively in the global market. The study highlights the growing interest in functional

foods and the importance of traditional food practices in promoting health and wellness.

S. Kirthika (2016): This study focuses on consumer behavior towards Nestle products in

Coimbatore City. Using primary data and percentage analysis tools, the research aims to

analyze factors influencing buyer decisions and assess consumer satisfaction. The study

concludes that Nestle has established a significant position in the market, emphasizing the

importance of providing quality goods at reasonable prices to capture a major share in the

consumer goods market.

Dr. Purvi Derashri, Mr. Dignesh S. Panchasara (2018): This research delves into consumer

satisfaction with Nestle products in Baroda City. Through primary data collection and

21
percentage analysis, the study aims to understand the effectiveness of Nestle's marketing

strategies and the consumer profile of Nestle Ltd. The findings highlight that product

purchases are largely influenced by factors such as quality, price, brand status, identity,

services, packaging credibility, and self-esteem. Additionally, the study notes Nestle's

commitment to developing long-term relationships with dairy farmers based on mutual trust.

N. Vijayanand, P. Thillairajan (2018): This study examines consumers' inclination towards

Nestle products in Chennai City. Using primary data and sample percentage methods, the

research aims to assess customer needs and preferences regarding Nestle products. The

findings reveal a significant preference for Nestle chocolates among customers, suggesting

opportunities for the company to attract more customers, expand market shares, and

introduce diverse flavors based on customer preferences.

Mr. Arun Kumar, Mrs. T. Merlin Usha (2022): This research investigates customer

satisfaction with Nestle products in Coimbatore City. Through primary data collection and

the use of simple percentage and Chi-square tests, the study aims to understand the

socioeconomic characteristics of respondents and assess their satisfaction levels. The study

concludes that customers are highly satisfied with Silk Chocolate, suggesting the need to

focus more on other Nestle products and streamline processes to enhance overall customer

satisfaction.

22
 CHAPTER - 4
RESEARCH
METHODOLOGY

23
 RESEARCH METHODOLOGY
This study adopts a scattered scientific approach to investigate customer satisfaction with

Haldiram products in Lucknow City, with a specific focus on the Chinhat area. It employs

systematic research designs, data collection methods, and analysis procedures to gain

insights into the factors influencing customer satisfaction with Haldiram products.

Research Design: A descriptive research design is chosen to provide a comprehensive

understanding of customer satisfaction with Haldiram products. This design enables the

exploration and narration of key facts and characteristics related to the factors influencing

customer satisfaction with Haldiram products in Lucknow City.

Descriptive Research: The study aims to describe and elucidate the phenomena associated

with customer satisfaction with Haldiram products. It involves making specific predictions

and narrating factual insights concerning the factors influencing customer satisfaction with

Haldiram products in Lucknow City.

Methods of Data Collection: Both primary and secondary data sources are utilized. Primary

data is collected through interviews, observations, and structured questionnaires

administered to individuals who consume Haldiram products in the Chinhat area. Secondary

data is obtained from credible journals and online publications to supplement primary

findings.

Data Sources: Primary data is gathered through interactions with consumers of Haldiram

products in Chinhat, Lucknow City. Secondary data is sourced from reputable journals and

online resources to provide additional context and support for the study. Sample Design: A

representative sample of 100 individuals who consume or have experience with Haldiram

products is selected using simple random sampling from the population of consumers in the

Chinhat area of Lucknow City. This approach ensures fairness and impartiality in the

selection process.

24
Sample Size and Unit: The survey targets 100 individual respondents in Chinhat, Lucknow

City, who consume or have experience with Haldiram products. Each respondent represents

a unit within the sample, contributing to the overall understanding of customer satisfaction

with Haldiram products.

Statistical Tools: Statistical tools such as percentage tables, graphs, and structured

questionnaires are employed for data analysis. These tools aid in organizing and interpreting

the collected data, facilitating meaningful insights into the factors influencing customer

satisfaction with Haldiram products.

Tools of Presentation: Data is presented using tables and graphs to enhance clarity and

accessibility of the research findings. This approach ensures that stakeholders and readers

can easily comprehend the outcomes of the study, fostering informed decisionmaking

regarding customer satisfaction with Haldiram products in Chinhat, Lucknow City.

25
 CHAPTER -5
DATA ANALYSIS

INTERPRETATION

26
 DATA ANALYSIS & INTERPRETATION
1. Age:

Age Group Respondents Percentage

Under 18 15 15%
18-25 25 25%
26-35 20 20%
36-45 15 15%
46-55 10 10%
56 and above 15 15%
Total 100 100%

Under 18 18-25 26-35 36-45 46-55 56 and above

15% 15%

10%

25%
15%

20%

Interpretation: The table demonstrates the distribution of respondents across different age

groups. The highest percentage of respondents falls within the 18-25 age group, comprising

25% of the sample. Overall, there is a relatively even distribution across age categories,

indicating a diverse age representation in the survey sample.

2. Gender:

27
Gender Respondents Percentage
Male 55 55%
Female 45 45%
Total 100 100%

Male • Female

Interpretation: The table illustrates the gender distribution among respondents. A slightly

higher percentage of male respondents (55%) participated in the survey compared to

female respondents (45%). This distribution suggests a fairly balanced representation of

gender in the sample.

3. Occupation:
Occupation Respondents Percentage
Student 30 30%

Employed 25 25%
Self-employed 15 15%

Homemaker 10 10%

Retired 5 5%

Others 15 15%

Total 100 100%

28
 Student • Employed • Self-employed • Homemaker Retired Others

5%

Interpretation: The table displays the occupational distribution of respondents. Students

represent the largest group, comprising 30% of the sample, followed by employed

individuals at 25%. The data indicates a diverse mix of occupations among respondents,

with students being the most prevalent group.

4. Monthly Income:
Monthly Income Respondents Percentage

Below O,OOO 10 10%

æ10,ooo - oo,ooo 20 20%

00,001 - æso,ooo 25 25%

æso,ool - 30 30%

Above 15 15%

Total 100 100%

29
 • Below RIO,ooo
• 00,001- R50,ooo
• -

Interpretation: The table presents the distribution of respondents based on their monthly

income. The majority of respondents (30%) earn between æ50,001 and monthly,

indicating a diverse income

Respondents Percentage
Daily 20 20%

Weekly 30 30%

Monthly 25 25%

Occasionally 25 25%

Total 100 100%

• Daily • Weekly Monthly • Occasionally

range within the sample.

30
 5. Frequency of Purchasing Haldiram Products:
Purchase Frequency Interpretation: The table demonstrates the frequency at which
respondents purchase Haldiram products. The highest frequency is weekly, with 30% of
respondents purchasing Haldiram products on a weekly basis. Overall, the data suggests a
varied

purchasing pattern among respondents, with a significant portion being regular consumers

of Haldiram products.

6. Product Usage:

Haldirarn Products Respondents Percentage

Snacks 60 60%
Sweets 40 40%
Ready-to-eat rneals 30 30%
Frozen foods 20 20%
Others 10 10%
Total 100 100%

Snacks Sweets Ready-to-eat meals Frozen foods Others

6%

13%
37%

19%

25%

Interpretation: The table displays the frequency of purchase for different Haldirarn

products among respondents. The most frequently purchased product category is snacks,

with 60% of respondents selecting it. Sweets follow closely behind, chosen by 40% of

respondents. The data indicates a preference for snacks among the surveyed population.

31
7. Quality and Taste:
Quality Rating Respondents Percentage

Excellent 35 35%
Good 40 40%
Average 20 20%
Poor 5 5%
Very poor 0 0%

Total 100 100%

• Excellent • Good • Average • Poor Very poor

0%

Interpretation: The table illustrates the respondents' ratings of the quality of Haldiram

products. The majority of respondents rated the quality as either good (40%) or excellent

(35%), indicating a generally positive perception of the quality of Haldiram products.

8. Satisfaction with Taste:

Taste Satisfaction Respondents Percentage
Extremely satisfied 25 25%
Satisfied 45 45%
Neutral 20 20%
Dissatisfied 8 8%

32
Extremely dissatisfied 2 2%
Total 100 100%

• Extremely satisfied • Satisfied Neutral • Dissatisfied Extremely dissatisfied

2%

20%

Interpretation: The table presents respondents' satisfaction levels with the taste of

Haldiram products. A significant portion of respondents (45%) reported being satisfied,

followed by 25% who were extremely satisfied. However, a small percentage expressed

dissatisfaction with the taste, with 8% being dissatisfied and 2% extremely dissatisfied.

33
 9. Packaging and Presentation:
Packaging Appeal Respondents Percentage
Yes 80 80%
No 20 20%
Total 100 100%

• yes • No

Interpretation: The data shows that 80% of respondents find Haldiram products' packaging

appealing, while 20% do not. This suggests a generally positive perception of the packaging

design, with room for improvement to cater to the preferences of the minority who do not find

it appealing.

34
 30%

Very attractive
Interpretation: For packaging, 80% of respondents found Haldiram products appealing,

while 20% did not. Regarding presentation, a significant portion (40%) rated it as attractive,

followed by 30% who found it very attractive. However, a small percentage

(10%) found the presentation unattractive or very unattractive.

I l. Availability and Accessibility:

Accessibility Respondents Percentage

Very easy 40 40%

Easy 35 35%

35
 Neutral 15 15%

Difficult 8 8%

Very difficult 2 2%

Total 100 100%

• Very easy • Easy Neutral • Difficult Very difficult

2%

Interpretation: The table illustrates respondents' perceptions of the accessibility of

Haldiram products in their locality. The majority (75%) find it either very easy or easy to

access Haldiram products, indicating a high level of availability in their localities.

12. Customer Service:

Faced Issues Respondents Percentage

Yes 30 30%

No 70 70%

Total 100 100%

36
 yes 'No

Interpretation: 30% of respondents reported facing issues with Haldiram products or

customer service, while the majority (70%) did not encounter any problems. This suggests

a relatively satisfactory customer service experience overall.

37
 10%

Interpretation: The majority of respondents (80%) expressed a positive inclination towards

recommending Haldiram products to friends and family, with 35% being definite in their

recommendation and 45% likely to recommend. However, a small percentage (10%) were

unsure or unlikelyto recommend the products.

 44
14. Price Perception:

Interpretation: The table shows respondents' perceptions of Haldiram product pricing

compared to similar brands. A majority (60%) find the pricing either very affordable or

affordable, indicating a perception of reasonable pricing among the surveyed population.

 45

15%

10%

Interpretation: Respondents' likelihood of switching to another brand from Haldiram is

relatively evenly distributed, with 50% expressing some degree of likelihood (20% very

likely, 30% likely) and 35% expressing some degree of reluctance (25% unlikely, 10% very

unlikely). This suggests a moderate level of brand loyalty among respondents.

Total 100 100%

Yes, always • Yes, often Sometimes • Rarely Never

16. Promotional Activities:

Awareness of Promotions Respondents Percentage
Yes, always 20 20%
Yes, often 35 35%

Sometimes 30 30%

Rarely 10 10%

Never 5 5%

40
Interpretation: The majority of respondents (85%) are aware of promotional activities or

discounts offered by Haldiram, with 55% indicating frequent or always awareness. This

suggests that Haldiram's promotional strategies are effective in reaching a significant

portion of its target market.

 47

17. Product Variety:

Variety Satisfaction Respondents Percentage
Extremely satisfied 25 25%
Satisfied 35 35%

Neutral 20 20%

Dissatisfied 15 15%
Extremely dissatisfied 5 5%
Total 100 100%

Extremely Satisfied Neutral • Dissatisfied Extremely dissatisfied

satisfied

Interpretation: The table indicates respondents' satisfaction levels with the variety of

Haldiram products available in the market. A majority (60%) express satisfaction or high

satisfaction with product variety, suggesting that Haldiram's range meets the

preferences of most consumers.

 42
18. Online Purchase Experience:
Online Purchase Experience Respondents Percentage
Yes, frequently 30 30%
Yes, occasionally 40 40%
No, never 30 30%
Total 100 100%

• Yes, frequently • Yes, occasionally No, never

1%

Interpretation: The table shows respondents' engagement with online purchases of

Haldiram products. While 70% have either frequently or occasionally made online

purchases, 30% have never done so. This highlights a significant portion of consumers who

rely on online channels for purchasing Haldiram products.

19. Product Freshness:

Freshness Satisfaction Respondents Percentage

Extremely satisfied 20 20%

Satisfied 35 35%

Neutral 25 25%

Dissatisfied 15 15%

Extremely dissatisfied 5 5%

44
 Extremely Satisfied Neutral • Dissatisfied Extremely dissatisfied
satisfied

Total 100 100%

Interpretation: The majority of respondents (55%) express satisfaction or high satisfaction

with the freshness of Haldiram products, indicating that the company maintains a favorable

perception regarding product freshness among its consumers.

20. Health Consciousness:

Health Consciousness Respondents Percentage

Very healthy 20 20%

Somewhat healthy 35 35%

Neutral 15 15%

Not very healthy 20 20%

Not healthy at all 10 10%

Total 100 100%

45
 Very healthy • So
• Always
mewhat•hOften
ealthy • NSometimes
eutral • Not•ver
Rarely
y healthNever
y • Not healthy at all

Interpretation: The table presents respondents' perception of the healthiness of Haldiram

products. A significant portion of respondents (55%) consider Haldiram products to be

either very healthy or somewhat healthy. However, 30% of respondents express concerns

about the healthiness of these products to varying degrees, indicating a

need for Haldiram to address health-conscious consumer preferences.

21. Customer Feedback:
Customer Feedback Respondents Percentage

Always 15 15%

Often 25 25%

Sometimes 30 30%

Rarely 20 20%

Never 10 10%

Total 100 100%

Interpretation: This table demonstrates the frequency of respondents providing feedback

to Haldiram regarding their products or services. While a considerable proportion (70%) of

46
 Always • Often Sometimes • Rarely Never

respondents provides feedback at least sometimes, there is still room for improvement in

encouragmg more consistent feedback from customers to facilitate continuous

improvement.

22. Purchase Frequency:

Purchase Frequency Respondents Percentage
Always 10 10%

Often 20 20%

Sometimes 30 30%

Rarely 25 25%

Never 15 15%

Total 100 100%

Interpretation: This table illustrates respondents' frequency of trying new Haldiram

products when they are introduced. The majority of respondents (60%) occasionally or

rarely try new products, suggesting that Haldiram may need to enhance its product

47
 Very important Important Neutral • Not very important Not important at a l l

20%
30%

innovation strategies or marketing efforts to encourage more frequent product trials

among consumers.

23. Product Ingredients:

1 Respondents Percentage

Very important 25 25%

Important 30 30%

Neutral 20 20%

Not very important 15 15%

Not important at all 10 10%

Total 100 100%

Interpretation: This table represents the importance of ingredients used in Haldiram

products when making purchasing decisions. The results indicate that a majority of

respondents (55%) consider product ingredients to be either very important or important,

underscoring the significance of ingredient quality in consumer decision-making.

24. Customer Engagement:

48
 • Extremely • Satisfied Neutral • Dissatisfied Extremely dissatisfied
satisfied

Customer Engagement Respondents Percentage

Extremely satisfied 15 15%

Satisfied 25 25%

Neutral 30 30%

Dissatisfied 20 20%

Extremely dissatisfied 10 10%

Total 100 100%

Interpretation: The table indicates respondents' satisfaction levels with Haldiram's efforts

to engage with customers through social media or other platforms. While 40% of

respondents express satisfaction to some extent, there is still a notable portion (30%) with

neutral sentiments, suggesting potential areas for improvement in customer engagement

strategies.

49
25. Environmental Consciousness:
Environmental Consciousness Respondents Percentage

Very aware 20 20%

Somewhat aware 30 30%

Neutral 15 15%

Not very aware 25 25%

Not aware at all 10 10%

Total 100 100%

Interpretation: This table depicts respondents' awareness of Haldiram's initiatives towards

environmental sustainability. While a considerable portion (50%) of respondents are either

very aware or somewhat aware of these initiatives, there remams room for improvement

in enhancing awareness, particularly among those who are less informed about Haldiram's

environmental efforts.

50
Very aware • Somewhat aware Neutral • Not very Not aware at all
aware

51
CHAPTER -6
FINDINGS

52
 FINDINGS
 The highest percentage of respondents falls within the 18-25 age group, comprising 25% of

the sample. Overall, there is a relatively even distribution across age categories, indicating

a diverse age representation in the survey sample.

A slightly higher percentage of male respondents (55%) participated in the survey

compared to female respondents (45%), suggesting a fairly balanced representation of

gender in the sample.

Students represent the largest group, comprising 30% of the sample, followed by

employed individuals at 25%. The data indicates a diverse mix of occupations among

respondents, with students being the most prevalent group.

The majority of respondents (30%) earn between æ50,001 and monthly,

indicating a diverse income range within the sample.

The highest frequency is weekly, with 30% of respondents purchasing Haldiram

products on a weekly basis. Overall, the data suggests a varied purchasing pattern

among respondents, with a significant portion being regular consumers of Haldiram

products.

The most frequently purchased product category is snacks, with 60% of respondents

selecting it, indicating a preference for snacks among the surveyed population.

The majority of respondents rated the quality as either good (40%) or excellent (35%),

indicating a generally positive perception of the quality of Haldiram products.

A significant portion of respondents (45%) reported being satisfied, followed by 25%

who were extremely satisfied, suggesting overall satisfaction with the taste of Haldiram

products.

80% of respondents find Haldiram products' packaging appealing, while 20% do

not,indicating a generally positive perception of the packaging design.

53
 A significant portion (40%) rated it as attractive, followed by 30% who found it very

attractive, suggesting positive perceptions of the presentation.

The majority (75%) find it either very easy or easy to access Haldiram products,

indicating a high level of availability in their localities.

30% of respondents reported facing issues with Haldiram products or customer

service, while the majority (70%) did not encounter any problems.

The majority of respondents (80%) expressed a positive inclination towards

recommending Haldiram products to friends and family.

A majority (60%) find the pricing either very affordable or affordable, indicating a

perception of reasonable pricing among the surveyed population.

Respondents' likelihood of switching to another brand from Haldiram is relatively

evenly distributed, suggesting a moderate level of brand loyalty among respondents.

The majority of respondents (85%) are aware of promotional activities or discounts

offered by Haldiram, suggesting effective promotional strategies.

A majority (60%) express satisfaction or high satisfaction with product variety,

suggesting that Haldiram's range meets the preferences of most consumers.

70% have either frequently or occasionally made online purchases, highlighting a

significant portion of consumers who rely on online channels for purchasing Haldiram

products.

The majority of respondents (55%) express satisfaction or high satisfaction with the

freshness of Haldiram products, indicating a favorable perception regarding product

freshness.

A significant portion of respondents (55%) consider Haldiram products to be either

very healthy or somewhat healthy. o While a considerable proportion (70%) of

54
 respondents provides feedback at least sometimes, there is still room for improvement

in encouragmg more consistent feedback from customers.

The majority of respondents (60%) occasionally or rarely try new products, suggesting

that Haldiram may need to enhance its product innovation strategies or marketing

efforts.
A majority of respondents (55%) consider product ingredients to be either very important or

important, underscoring the significance of ingredient quality in consumer decision-making.

While 40% of respondents express satisfaction to some extent, there is still a notable portion

(30%) with neutral sentiments, suggesting potential areas for improvement in customer

engagement strategies.

A considerable portion (50%) of respondents are either very aware or somewhat aware of

Haldiram's initiatives towards environmental sustainability.

55
CHAPTER - 7
RECOMMENDATIONS

56
 RECOMMENDATIONS

Maintain and improve product quality to meet customer expectations consistently.

• Establish a robust feedback mechanism to gather insights from customers and act upon

them promptly.

Invest in research to introduce new and Innovative products aligned with consumer

preferences.

• Train staff to deliver exceptional service and address customer inquiries and complaints

effectively.

Develop targeted marketing campaigns to raise awareness about Haldiram products in

Lucknow City.

• Analyze pricmg strategies to remain competitive while ensuring profitability.

• Engage with the local community through philanthropic initiatives and sponsorships.

• Improve online ordering and delivery options to cater to digital-savvy customers.

Embrace sustainable practices to reduce environmental impact and resonate with

ecoconscious consumers.

• Monitor customer satisfaction and market trends to adapt strategies accordingly for

sustained growth.

57
CONCLUSION

58
 CONCLUSION

In conclusion, the study on customer satisfaction toward Haldiram products in Lucknow City

provides valuable insights into consumer preferences and perceptions. The findings indicate

a generally positive sentiment towards Haldiram products, with the majority of respondents

expressing satisfaction with product quality, taste, and packaging. However, there are areas

for improvement, such as addressing concerns about pricing, product variety, and

environmental consciousness.

Overall, Haldiram can leverage these findings to refine its marketing strategies, innovate its

product offerings, and enhance customer engagement to maintain its position as a leading

brand in Lucknow City. By prioritizing customer feedback, quality assurance, and sustainable

practices, Haldiram can strengthen customer loyalty, expand its market presence, and achieve

long-term success in the competitive snack industry.

Furthermore, the study sheds light on the efficacy of Haldiram's promotional endeavors, as

evidenced by the widespread accessibility of its products and the high level of awareness

among consumers. This suggests that Haldiram's marketing strategies have effectively

penetrated the Lucknow market, contributing to brand visibility and consumer engagement.

However, despite these commendable aspects, the research also identifies areas for potential

enhancement, notably in addressing consumer health concerns and bolstering sustainability

initiatives. These findings present valuable opportunities for Haldiram to further refine its

offerings and solidify its position as a market leader in Lucknow City's food industry. By

prioritizing product innovation, sustainability, and responsive customer engagement,

Haldiram can continue to foster strong connections with its customer base while driving

sustained growth and competitiveness in the market.

59
BIBLIOGRAPHY

60
 BIBLIOGRAPHY
Hawkins, D. 1., Best, R. J. , Coney, K. A. , & Mukherjee, A. (2007). "Consumer

Behaviour." Tata McGrawhill.

Krishna, G. R. (2006). "Consumer Behaviour." The ICFAI University Press.

Sharma, H., & Mehta, S. (2012). "Customer attitude towards the use of shampoo -

A case study of Sirsa City." International Journal of Research in Finance &

Marketing, 2(2).

Hanson, & Lott. (1995). "Externalities and Corporate Objectives in the World with

Diversified Shareholders and Consumers. "

Kotler, P. (2002). "Marketing Management. " Prentice Hall of India.

WEBSITE:
https://www.haldirams.com/?gad_source=1&gclid=Cj0KCQjw97SzBhDaARIsA
FHXUWDCxQSrABxaLQib86O4dtDXQV5AIlHIqQcVGVlZyAR10VxpOzINI8s
aAqEfEALw_wcB\

https://www.haldirams.com/

61
ANNEXURE

62
 QUESTIONNAIRE
Demographic Information:
1. Age: o
o
Under 18

o
18-25 26-

35

o
36-45 o 46-55
O 56 and above

2. Gender:

O Male

O Female

3. Occupation:

O Student

O Employed O

Self-employed O

Homemaker

O Retired

O Others (please specify)

4. Monthly Income:

o Below æ10,ooo

63
 o o
æ10,ooo - oo,ooo 00,001 - æso,ooo

o
æso,om -
o
Above
5. How frequently do you purchase Haldiram products?

O Daily o Weekly O Monthly

O Occasionally

Product Usage:

6. Which Haldiram products do you purchase most frequently? (Select all that apply)

1. Snacks
2. Sweets O

Ready-to-eat

meals O Frozen

foods

3. Others (please specify)

Quality and Taste:

7. How would you rate the quality of Haldiram products?

1. Excellen

t O Good

2. Average
3. Poor
4. Very poor

8. How satisfied are you with the taste of Haldiram products?

1. Extremely satisfied
2. Satisfied
3. Neutral
4. Dissatisfied

64
 5. Extremely dissatisfied

Packaging and Presentation:

9. Do you find the packaging of Haldiram products appealing?

O Yes

O No

10. How would you rate the overall presentation of Haldiram products?

1. Very attractive
2. Attractive
3. Neutral
4. Unattractive
5. Very unattractive

Availability and Accessibility:

11. How easily accessible are Haldiram products in your locality?

1. Very easy
2. Easy
3. Neutral
4. Difficult
5. Very difficult

Customer Service:

12. Have you ever faced any issues with Haldiram products or customer service?

O Yes

O No
Recommendation:

13. Would you recommend Haldiram products to your friends and family?

1. Definitely
2. Probably
3. Not sure
4. Probably not
5. Definitely not
6.

65
Price Perception:

14. How do you perceive the pricing of Haldiram products compared to similar

brands?

1. Very affordable
2. Affordable
3. Neutral
4. Expensive
5. Very expensive

Brand Loyalty:

15. How likely are you to switch to another brand from Haldiram?

1. Very likely
2. Likely
3. Neutral
4. Unlikely
5. Very unlikely
Promotional Activities:

16. Are you aware of any promotional activities or discounts offered by Haldiram?

1. Yes, always
2. Yes, often
3. Sometimes
4. Rarely
5. Never

Product Variety:

17. How satisfied are you with the variety of Haldiram products available in the

market?

1. Extremely satisfied
2. Satisfied
3. Neutral
4. Dissatisfied
5. Extremely dissatisfied

66
Online Purchase Experience:

18. Have you ever purchased Haldiram products online?

1. Yes, frequently
2. Yes, occasionally
3. No, never

Product Freshness:

19. How satisfied are you with the freshness of Haldiram products?

1. Extremely satisfied
2. Satis
fied
O
Neut
ral
3. Dissatisfied
4. Extremely dissatisfied

Health Consciousness:

20. Do you consider Haldiram products to be healthy options?

1. Yes, very healthy

2. Yes, somewhat healthy
3. Neutral
4. No, not very healthy
5. No, not healthy at all

Customer Feedback:

21. Have you ever provided feedback to Haldiram regarding their products or

services?

1. Yes, always
2. Yes, often
3. Sometimes
4. Rarely
5. Never

67
Purchase Frequency:

22. How often do you try new Haldiram products when they are introduced?

1. Always
2. Often
3. Sometimes
4. Rarely O
5. Never

Product Ingredients:

23. How important are the ingredients used in Haldiram products when making

purchasing decisions?

1. Very important
2. Important
3. Neutral
4. Not very important
5. Not important at all

Customer Engagement:

24. How satisfied are you with Haldiram's efforts to engage with customers through

social media or other platforms?

1. Extremely satisfied
2. Satisfied
3. Neutral
4. Dissatisfied
5. Extremely dissatisfied

Environmental Consciousness:

25. Are you aware of Haldiram's initiatives towards environmental sustainability (e.g.,

eco-friendly packaging)?

1. Yes, very aware

2. Yes, somewhat aware
3. Neutral
4. No, not very aware
5. No, not aware at all

68