A STUDY ON CUSTOMER SATISFACTION HIMALAYA

HERBAL COMPANY IN KOTTAYAM DISTRICT

Project Report submitted

to
Mahatma Gandhi University
in partial fulfillment of the requirements for the award of
Bachelor's Degree in commerce

Submitted by
MALAVIKA.S (202115125)
MEGHA.CS (202115126)
NEHA.LS (202115128)

UNDER THE SUPERVISION AND GUIDANCE OF

DR. SAMKUTTY GEORGE
(Head, Dept. of Commerce,
Finance & Taxation)

May 2023
 PG DEPARTMENT OF COMMERCE
CMS COLLEGE KOTTAYAM

Date:

CERTIFICATE

Certified that this project entitled "A STUDY ON CUSTOMER SATISFACTION OF

HIMALAYA HERBAL COMPANY IN KOTTAYAM DISTRICT" is a Bonafide record of

work done by MALAVIKA. S, MEGHA. CS, NEHA. LS sixth semester BCom students in this

department during the academic year 2020-2023, under my guidance and supervision.

DR. SAMKUTTY GEORGE

Professor & Head,

Dept. of Commerce (Finance & Taxation)

C.M.S College, Kottayam

 DECLARATION

We, hereby declare that this project work entitled "A STUDY ON CUSTOMER

SATISFACTION OF HIMALAYA HERBAL COMPANY IN KOTTAYAM DISTRICT",

submitted in partial fulfilment for the degree of Bachelor of Commerce in Mahatma Gandhi

University, Kottayam is a record of Bonafide research carried out by us under the guidance and

supervision of Dr. Samkutty George, HOD, Department of Commerce, Finance & Taxation,

CMS College Kottayam and no part of it has been submitted for any other degree or diploma.

Malavika. S

Kottayam

Megha. CS

Date:

Neha. LS
 ACKNOWLEDGEMENTS

First and foremost, we thank God Almighty for the blessing showered upon us for the

completion of this work.

We owe our achievement to the inspiration and kind guidance provided by our guide

Dr. SAMKUTTY GEORGE, Professor, Department of Commerce, and we are thankful for

his sincere guidance as our Internal Guide for successfully completing the project.

We would like to express our sincere thanks Dr. VARGHESE C JOSHUA, Principal,

CMS College for providing the college facilities for the completion of this project.

We extend our heartfelt gratitude to our teachers and all other members of faculty for

their encouragement and we thank all our friends and families for their valuable suggestions,

opinions and financial support which enabled us to complete the work.

MALAVIKA. S

MEGHA. CS

NEHA. LS
 CONTENTS

CHAPTER NO. TITLE PAGE NO.

LIST OF TABLES

LIST OF FIGURES

1 INTRODUCTION 01 – 06

2 LITERATURE REVIEW 07 – 11

3 THEORETICAL FRAMEWORK 12 – 36

DATA ANALYSIS AND

4 37 – 57
INTERPRETATION

FINDINGS, SUGGESTIONS AND

5 58 – 63
CONCLUSIONS

BIBLIOGRAPHY 64 – 65

APPENDIX 66 - 71
 LIST OF TABLES

TABLE NO. TABLE NAME PAGE NO.

4.1 Age Group of the Respondents 39

4.2 Gender of the Respondents 40

4.3 Current Occupation 41

4.4 Monthly Income of the Respondents 42

4.5 Usage of Himalaya Products 43

Platform used for Knowing the Himalaya

4.6 44
Products.

4.7 Period of using Himalaya products. 45

Preferred Locations for buying the Himalaya

4.8 46
Products.

4.9 Cash spend for purchasing Himalaya products. 47

4.10 Most used Himalaya Products. 48

4.11 Personal factors influenced the purchase. 49

4.12 Opinions about Himalaya products. 50

4.13 Recommendation for Himalaya products. 51

4.14 Purchase level of Himalaya Products 52

4.15 Rating Based on Price 53

4.16 Problems faced by Himalaya Products. 54

4.17 Negative factors faced while using the products. 55

4.18 Consumer rating on the products 56

4.19 Suggestions for Himalaya products. 57

 LIST OF FIGURES

FIGURE NO. FIGURES NAME PAGE NO.

4.1 Age Group of the Respondents 39

4.2 Gender of the Respondents 40

4.3 Current Occupation 41

4.4 Monthly Income of the Respondents 42

4.5 Usage of Himalaya Products 43

Platform used for Knowing the Himalaya

4.6 44
Products.

4.7 Period of using Himalaya products. 45

Preferred Locations for buying the Himalaya

4.8 46
Products.

4.9 Cash spend for purchasing Himalaya products. 47

4.10 Most used Himalaya Products. 48

4.11 Personal factors influenced the purchase. 49

4.12 Opinions about Himalaya products. 50

4.13 Recommendation for Himalaya products. 51

4.14 Purchase level of Himalaya Products 52

4.15 Rating Based on Price 53

4.16 Problems faced by Himalaya Products. 54

4.17 Negative factors faced while using the products. 55

4.18 Consumer rating on the products 56

4.19 Suggestions for Himalaya products. 57

 CHAPTER 1
INTRODUCTION
1.1 CUSTOMER

A customer may or may not also be a consumer, but the two notions are distinct. A

customer purchases goods; a consumer uses them. An ultimate customer may be a consumer

as well, but just as equally may have purchased items for someone else to consume. An

intermediate customer is not a consumer at all. The situation is somewhat complicated in that

ultimate customers of so-called industrial goods and services (who are entities such as

government bodies, manufacturers, and educational and medical institutions) either themselves

use up the goods and services that they buy, or incorporate them into other finished products,

and so are technically consumers, too. However, they are rarely called that, but are rather

called industrial customers or business-to-business customers. Similarly, customers who buy

services rather than goods are rarely called consumers.

1.2 CUSTOMER SATISFACTION

Customer satisfaction is defined as the “the number of customers, or percentage of total

customers, whose exported experience with a firm, its products, or is services exceeds specified

satisfaction is seen as a key differentiator and increasingly has become a key element of

business strategy. Within organization, customer satisfaction rating can have powerful effects.

They focus employees on the importance of fulfilling customer’s expectations. Furthermore,

when these ratings dip, they warn of problems that can affect sales and profitability. Therefore,

it is essential for businesses to effectively manage customer satisfaction.

This study is to identify the customers’ satisfaction towards Himalaya products and to

investigate the influence of product dimensions on customer satisfaction and customer loyalty

as well as to understand the Himalaya effect of the product. Himalaya products are part of the

knowledge of indigenous cultures and marginal societies across the globe which has stood the

test of time.

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 Himalayan is a worldwide pioneer in the field of scientifically validated herbal

healthcare. Its reputation is for clinically studied, pure, and safe herbal healthcare products that

are based on extensive scientific validation and stringent quality controls. we believe that there

nurturing work environment brings out the best in their team and allows Himalaya to develop

the best products. Himalaya is the present portfolio of pharmaceuticals, personal care, baby

care, wellbeing and animal health products. Himalaya has evolved into a ‘head-to-heel’ herbal

wellness company. This study is to identify the customers’ brand satisfaction towards Himalaya

products and to investigate the influence of product dimensions on customer satisfaction and

customer loyalty as well as to understand the Himalaya effect of the product.

1.3 SIGNIFICANCE OF THE STUDY

This study gives information about the customer feedback on brand satisfaction with

regards to Himalaya products, as nowadays the demand for the herbal products is widely

increasing; thousands of companies are manufacturing wide varieties of herbal products due to

its high demand. The major use of herbal medicines is for health promotion and therapy for

chronic, as opposed to life-threatening, conditions. However, usage of traditional remedies

increases when conventional medicine is ineffective in the treatment of disease, such as in

advanced cancer and in the face of new infectious diseases. Therefore, this study tells the brand

satisfaction in choosing Himalaya products from other competitors available in the market.

This study helps to find out the customer satisfaction factor in choosing Himalaya products.

1.4 SCOPE OF THE STUDY

The present study is focused on the brand satisfaction for Himalaya products

among the prospective customers in Kottayam district. Information regarding the satisfaction

level of customers towards the brand were collected.

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1.5 OBJECTIVES OF THE STUDY

• To identify the level of customer awareness towards Himalaya products.

• To study the satisfaction of customers towards Himalaya products.

• To identify the factors influencing customer satisfaction of Himalaya products.

• To analyse the challenges related to Himalaya products.

1.6 RESEARCH METHODOLOGY

The study is about the consumer satisfaction of products with special reference to

Himalaya Products. This study is being made to identify the current products scenario in

Kottayam district and also to find the customers satisfaction in selecting the brand. The type of

data required here are primary data and secondary data. The primary data can be found through

survey where the main focus will be on questionnaire method from customers in Kottayam

district. The secondary data have been collected from Articles, Magazine and website.

SAMPLING DESIGN- The following factors have been decided within the scope of sample

design:

Area of study: The customers of Kottayam district are selected for area of study.

Accessible: Size of sample selected for the survey is.

Sample size: Sample of minimum respondent's was selected from various areas of Kottayam

district. An effort was taken in conducting survey through Google forms.

Sample Unit: Sampling unit consisted of sampling conducted across different age group of

15-50.

Sampling technique: In this study the researcher used convenience sampling. The sample

was selected according to the convenience of the researcher.

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1.7 TOOLS FOR DATA ANALYSIS

After the collection of data, an analysis of the data and interpretation of the result was

made with reference to the objective of study. Data collected was compiled and tabulated for

analysis. Descriptive statistical tools like percentages, means and so on was used for describing

the collected data with the help of Microsoft Excel. The results of the analysis were reported

in tables and figures for better understanding and attractive presentation of output. The level of

satisfaction was measured with a 5-point Likert's rating scale with appropriate weight. 2 weight

was assigned for high level of satisfaction, 1 for satisfaction, 0 for no opinion, (-)1 for

dissatisfaction, (-)2 for high level of dissatisfaction. The weight was multiplied by

corresponding frequency coming under each category to arrive at the total score. The total score

obtained was divided with the total frequency, i.e., 30 respondents so as to get the satisfaction

score

1.8 STATEMENT OF PROBLEM

The present study aims to make an analysis of degree of customer satisfaction of

Himalaya herbal company among people in Kottayam district. There is a need to identify the

responses and reactions of customers about the products, to what extent it could satisfy the

expectation of customers, what are the areas of improvement and so on. This study is conducted

to get a clear-cut picture of customer satisfaction of Himalaya herbal company and hence the

study is relevant

1.9 LIMITATION OF THE STUDY

• The study is limited to Kottayam district.

• The attitude of the customers is bound to change for time to time, the result of this study

may not be accurate.

• Possibility of error in analysis and collection of data.

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 • Some of the respondent's hesitated to answer truly and frankly.

1.10 CHAPTERIZATION

Chapter 1 - Introduction

Chapter 2 – Review of Literature

Chapter 3 – Theoretical Framework

Chapter 4 – Data Analysis and Interpretations

Chapter 5 – Findings, Conclusions and Suggestions

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 CHAPTER 2
LITERATURE REVIEW
2.1 LITERATURE REVIEW

1. Dr. A. Radhakrishnan, Radhika. K (July2018): This study analysed

customer satisfaction towards Himalaya products in Cuddalore Town through a survey

of 100 respondents. The results showed that many customers chose Himalaya products

due to their herbal nature and high quantity and quality. However, the study also found

that not all customers were aware of the variety of products offered by Himalaya, with

more customers familiar with baby skin care products. To increase sales, the company

should strive to understand the specific needs and expectations of their customers.

2. R. Lavanaya, Dr. Velumani (December 2014): The aim of this study was to

determine the level of customer satisfaction towards Himalaya herbal and healthcare

products, and to examine the impact of various product attributes on customer

satisfaction and loyalty. Additionally, the study aimed to gain insight into the herbal

effects of these products. The findings of the study revealed that in remote areas where

access to modern healthcare is limited, many traditional communities rely on cultural

practices. The Himalaya Herbal HealthCare Company has been at the forefront of

efforts to create new treatments while also researching ancient Ayurvedic principles of

Himalayan medicine.

3. K. Meenakshi Sundari, R. Janaki (December 2016): The goal of this study

was to understand the perceptions and satisfaction of consumers who use Himalaya skin

care products. The main objective was to identify the factors that influence consumers

to purchase these products. The results of the study showed that price was the most

important factor. There was no significant correlation between personal information

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 and the factors that influence the use of Himalaya skin care products. The study also

found that a majority of the respondents were aware of the Himalaya brand and its skin

care products.

4. Dr. K. Lakshmi Priya (2017): The modern marketing landscape is highly

competitive and constantly evolving. This study found that Himalaya was one of the

first players in the market. A majority of customers are satisfied with the product;

however, the weakness of the Himalaya face wash is its high cost and small quantity.

The main competitors for Himalaya are Indhulekha, Amway, Lakme, and Garnier.

Therefore, it can be concluded that retaining customers is a significant challenge for

manufacturers in this market.

5. G. Balamurugan (February 2018): Himalaya products have become essential

for people of all walks of life in the current market. This study was conducted to

increase understanding of the Himalaya personal care market and analyse consumer

decision making. The research aimed to shed light on consumer satisfaction and

suggested that the company should increase awareness of its high-quality products

compared to competitors. To maintain a strong market presence, the company should

also offer free gifts related to its products. If these suggestions are implemented, the

company will likely reach its highest target in the near future.

6. R. Praveena, Dr. J. Anitha (February 2018): The current study indicates that

customers have a strong satisfaction for Himalaya products. The research serves as an

interesting and useful experience in understanding customer satisfaction. In order to

maintain this level of customer satisfaction, it is suggested that Himalaya continues to

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 provide high-quality products without compromising standards. Additionally, efforts

should be made to improve the taste and flavours of products, as this may increase sales.

To raise awareness about the brand, samples could be provided to rural areas, and

regular supply of all Himalaya products should be ensured. Lastly, according to the

respondents, the company should improve the advertisement of new products.

7. S.V Ramesh and V. Pavithra (2015): The focus of the study was to identify the

customers' satisfaction towards Himalaya products. The research was based on

empirical research using survey methods, where both primary and secondary data were

collected. The results show that there is a perfect positive correlation (correlation value

of 0.5495) between the educational qualification of the respondents and their

satisfaction level with the product.

8. John William, A. Chelladurai, T. Rajesh (February 2016): The study

identified the strategies implemented by new entrants like Himalaya personal care and

the level of customer satisfaction. Additionally, the study also evaluated the awareness

and customer loyalty towards the brand. The research helps to identify the factors that

influence customer satisfaction in the modern world, such as purpose, spending power,

awareness, etc. The study also observed and analysed the emerging business scenario

from the customer's perspective.

9. Nitya L, and Durai Eswari’s (July 2016): This research study aimed to

increase understanding of the Himalaya personal care market and analyse consumer

decision making by identifying the customer satisfaction level and the problems faced

by customers. Statistical tools such as percentage analysis, chi-square analysis and

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 weighted score analysis were used to analyse the data. The findings of the study reveal

that there is no significant relationship between personal information and the level of

satisfaction with Himalaya products. The study was conducted to gain insight into the

Himalaya personal care market and customer decision making.

10. Dr. K. S. Kavitha, T. Anish Fathima (2017): Herbal products have a long

history of being accepted and valued for their potential health benefits. Today, many

people turn to natural sources, such as herbs, to improve their well-being. Studies

suggest that customer satisfaction plays a crucial role in determining the popularity and

usage of herbal products.

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 CHAPTER 3
THEORETICAL FRAMEWORK
THEORETICAL FRAMEWORK
3.1 CUSTOMER
A customer is a person or business that buys goods or services from another business.

Customers are crucial because they generate revenue. Without them, businesses would go out

of business. Every business fights to get customers by advertising their products heavily,

cutting costs to get more customers, or making unique products and experiences that people

love. Businesses often follow the saying "the customer is always right" because customers are

more likely to come back to businesses that meet or exceed their needs. As a result, many

businesses closely watch how their customers talk to each other to get ideas for improving their

product lines. There are many ways to group customers. Customers are usually either outside

or inside the company. Internal customers are people or groups part of a company's daily

operations. They are usually employees or other functional groups. External clients are

different from the company's internal operations, and they are usually the people who want to

buy a company's final products and services.

3.2 CUSTOMER SATISFACTION

Customer satisfaction is a measure of how well a company’s products and services meet

customers’ expectations. It reflects your business’ health by showing how well your products

are resonating with buyers. Customer satisfaction is a term frequently used in marketing. It is

a measure of how products and services supplied by a company meet or

surpass customer expectation. Customer satisfaction is defined as "the number of customers,

or percentage of total customers, whose reported experience with a firm, its products, or its

services (ratings) exceeds specified satisfaction goals." Customers play an important role and

are essential in keeping a product or service relevant; it is, therefore, in the best interest of the

business to ensure customer satisfaction and build customer loyalty.

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 The Marketing Accountability Standards Board (MASB) endorses the definitions,

purposes, and measures that appear in Marketing Metrics as part of its ongoing Common

Language in Marketing Project. In a survey of nearly 200 senior marketing managers, 71

percent responded that they found a customer satisfaction metric very useful in managing and

monitoring their businesses. Customer satisfaction is viewed as a key performance

indicator within business and is often part of a Balanced Scorecard. In a competitive

marketplace where businesses compete for customers, customer satisfaction is seen as a major

differentiator and increasingly has become an important element of business strategy.

3.3 FACTORS AFFECTING CUSTOMER SATISFACTION

• Accessibility

Have you made it easy for customers to interact with you to ask questions, voice

concerns, or get a problem solved? Or, do customers have to jump through a number of

hoops, do an extensive Google search, and pray to the gods of customer service that

they can get a hold of you? While it may be unpleasant dealing with an unhappy

customer, it's significantly worse dealing with an unhappy customer who took 2 hours

out of their day to track you down.

• Empathy

Mistakes happen, and despite the old adage, the customer isn't always right… but if

you'd like to keep them as a customer, they must always be happy. You can ensure this

by hearing them out when they are upset, showing concern for the situation, and letting

them know that you'll do everything in your power to make it right.

• Language

Every industry and company have its own "shop terms" and lingo that they use to

describe what they do and how they do it. Unfortunately, this insider language doesn't

resonate with customers. They want to know that you understand their problem and

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 have a solution for it. In order to communicate that, you need to figure out what words

they use when they talk about it.

• Response Time

We live in a fast-moving world. Customers expect products to arrive on their doorstep

hours after they order them, and questions to be answered within minutes of them

asking. While many companies can't afford round-the-clock staff, away messages that

contain answers to FAQs and chatbots make it possible to interact with your customers

on their time.

• Convenience

Very few customers will go out of their way to do business with you. If you make it

difficult for them to browse, shop, schedule, or buy, they'll be looking for another

company to provide the solutions they need. It's important to review your buyer's

journey on a regular basis and see if any areas could be tweaked to increase

convenience.

• Choices

Customers like to have options when it comes to purchasing. They want different

colours, styles, levels of services, and different methods for delivery. These choices

help them feel in control of their own buying experience.

• Simplicity

While customers like having options, too many options can cause analysis paralysis and

cause your potential customer to give up before they finalize a purchase. As you design

your products and your processes, remember that a confused mind never buys.

• Quality

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 Your customer service may be top-notch, but if your product is of poor quality, you

won't have a returning buyer. Make sure that you create the best possible product that

customers can't live without.

• Reasonable Prices

There will always be low range, mid-range, and high range prices. If your products are

of superb quality and your customer service consistently wows, it's okay to charge

more. However, if you charge more than the market will bear, and more than your ideal

customer can afford, you'll price yourself right out of business.

• Appreciation

Customers want to feel appreciated for doing business with you. You should have some

sort of follow-up procedure in place to say thank you. This can range from a quick email

to a thank you gift (depending on the value of the product or service), but will always

let your customer know that they are important to you.

• Loyalty Programs

It's wonderful to offer incentives to new customers coming in, but what about the loyal

customers that have stuck with you from the beginning? Consider instituting some sort

of loyalty program where existing customers receive discounts, freebies, or access to

special content or products as a thank you for their continued support.

• Community

The business relationship doesn't have to stop just because the credit card has been

swiped. As humans, we want to feel like we are a part of something bigger. Creating a

community, whether virtual or in-person, around your product, will help keep your

customers engaged with your brand.

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3.4 INTRODUCTION OF HIMALAYA COMPANY

Himalaya Wellness Company (formerly Himalaya Drug Company) is an Indian

multinational pharmaceutical company based in Bengaluru, Karnataka, India. It was originally

established by Mohammad Manal in Dehradun in 1930.It produces health care products under

the name Himalaya Herbal Healthcare whose products include ayurvedic ingredients. It is

spread across locations in India, United States, Middle East, Asia, Europe and Oceania, while

its products are sold in 106 countries across the world. The company has more than 290

researchers that utilise ayurvedic herbs and minerals. A hepatic drug, named Liv.52, is its

flagship product, first introduced in 1955.

Himalaya Global Holdings Ltd. (HGH), is the parent of The Himalaya Drug Company

worldwide. It is also the global headquarters of all Himalaya subsidiaries. The Himalaya Drug

Company was founded by Mohammad Manal, a nature lover, in Dehradun in the 1930s. Manal

had the goal of commercialising Ayurvedic and herbal products to suit contemporary needs, by

focusing on modern empirical research to demonstrate their efficacy. The company moved

to Bombay (Mumbai) in the 1950s. In 1955, it launched 'Liv.52', a hepato-protective, that

became the flagship product of the company. In 1975, Maraj Manal, Mohammad Manal's son,

started a manufacturing unit in Bangalore, which helped the company grow its manufacturing

capacity as well as to globalise. As at 2022, the company has offices across the globe, including

India, the US, South Africa and other countries in Europe, Middle East, and Asia.

In 1996, the company entered the US market following the introduction of the Dietary

Supplement Health and Education Act of 1994. It then expanded into other countries. As of

2015, the company sold its products in 91 countries with about 50% of its revenue from

outside India.

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 Himalaya Herbal Healthcare has a very wide range of products, which include

"pharmaceuticals, personal care, baby care, well-being, nutrition and animal health

products.” The Neem Face Wash is one of their most popular and well-known

products. Mothercare products have been launched in 2016 with foray into extensive research

and development in systems of ancient ayurveda medicines of India. The company has a

presence in 106 countries.

3.5 HIMALAYA WELLNESS COMPANY

Himalaya Wellness Company is a worldwide pioneer in the field of scientifically

validated herbal healthcare. Now in over 90 countries, Himalaya's North American office is

located in Sugar Land, Texas. Starting in 1930, Himalaya succeeded in combining the rich

value of an old system of natural health with all the processes of modern pharmaceutical

technology. Since then, the result of this gigantic effort has been widely sold throughout the

world and Himalaya has established a position of uncontested leadership in pharmaceutical-

grade Natural Health Products.

Himalaya Wellness Company's result of over 90 years of formulation research and

clinical trials is glad to offer a complete range of modern, totally safe and Natural Health

Products for the self-care needs of today's consumer. Himalaya Herbal Healthcare is marketing

this truly unique and complete line of Herbal Healthcare products developed, manufactured

and evaluated according to the most scientific and rigid standards of modern pharmaceutical

products.

• Still family owned, Himalaya has been a global leader in the herbal healthcare industry

since 1930.

• Himalaya Global Holdings Ltd. (HGH) is the global headquarters of all Himalaya

subsidiaries.

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 • Now sold in 90 countries and the first GMP approved herbal manufacturing facility in

India, our reputation for safe, natural and efficacious remedies has been established

through extensive research on proprietary products, continuous scientific validation and

stringent quality controls.

• Every second, 29 Himalaya Product are sold worldwide.

• With 7 global patents already granted, and 76 global patents pending, Himalaya's R &

D facility is one of the best in the world for the research and development of herbal

healthcare. Encompassing over 80,000 square feet of space, it includes a staff of over

190 physicians and scientists, contains a 28-bed inpatient facility. Our research has

been published in numerous medical journals including The European Journal of

Pharmacology, Phytotherapy Research, The Indian Journal of Clinical Practice, and

JAMA, India.

All research conforms to World Health Organization standards and product development

typically takes ten years. Our labs are all GLP labs, following Good Laboratory Practices. We

are also recognized by India's Institute of Health Sciences as an approved PhD Centre.

3.6 PRODUCTS
Himalaya Herbal Health Care is a company that produces herbal and natural products

for personal care, pharmaceuticals, and animal health. It was founded in 1930 by Dr. M. Manal

and has established itself as a leading provider of natural health products. The company's brand

identity is represented by its logo, which features a leaf in the crossbar of the letter H,

symbolizing the company's focus on herbal healthcare. The colours used in the logo, teal green

and orange, represent a connection to nature and warmth, commitment and caring respectively.

Himalaya's products are divided into three main categories: Pharmaceutical, Personal Care, and

Animal Health.

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 • Himalaya's Pharmaceutical Range includes products for health maintenance, eye,

cardiac and skin care, immune booster, and cough control. These products are based on

ayurvedic research and are formulated to capture the benefits of ayurveda without any

known side effects. The range is manufactured using modern research methodology

and practices, and is available to people worldwide as an alternative method of

treatment. The Pharmaceutical Range includes over 35 products and is divided into four

categories: Children's Health, Men's Health, Women's Health and General Health.

• Himalaya's Personal Care Products include Health Care, Oral Care, Hair Care, Skin

Care, and Baby Care. These products are formulated using the company's extensive

knowledge and research in natural herbal remedies, to cater to daily health needs. The

range offers natural solutions that can be used by the whole family on a daily basis.

• Himalaya also offers a range of Animal Health products, which leverage the company's
expertise in health care to provide natural drugs and therapies for the daily care of

sensitive pets such as cats and dogs. These products are well-researched, safe and

harnessed from nature's wealth to alleviate the suffering of animals, improve their

health, and increase their productivity. The Himalaya legacy in health care extends to

animal health as well.

3.7 INSPIRATION
That man was Mr. M. Manal, the founder of Himalaya, and that herb was Rauwolfia

Serpentina, the inspiration that led to the creation of Serpins, the world's first natural

antihypertensive drug, launched in 1934.Mr. Manal's dream of discovering the mysteries of

nature began in the year 1930. He was determined to bring to people the promise of nature's

healing power, harnessed through scientific research. Ninety years later, this vision has

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translated into Himalaya's mission of touching people's lives with the promise of Wellness in

every Home and Happiness in every Heart.

Himalaya began its journey at a time when herbal products were regarded with

scepticism. But our founder persevered to follow his dreams. Pawning his mother's bangles, he

bought a hand-operated tableting machine. After four years of extensive research, Mr. Manal

formulated Serpins and laid the foundation for Himalaya's strong foothold in research. His

vision was to bring the traditional Indian science of Ayurveda to society in a contemporary

form. In 1955, Himalaya introduced its second breakthrough in medicine with the launch of

Liv.52, a liver formulation that became synonymous with brand Himalaya, our flagship brand,

and a top-selling herbal medicine. In the years that followed, we introduced many other iconic

brands such as Septilin, Cyst one, Bonnisan, and Rumalaya forte, which have become

household names by winning the trust of customers.

As our reach spread in various segments, we underwent a rebranding to bring our entire

range of offerings under the single umbrella "Himalaya Since 1930". We consolidated our

portfolios in Pharmaceuticals, Personal Care, Baby Care, Himalaya FOR MOMS, Wellness,

and Animal Health.

Today, Himalaya is a leading global herbal health and personal care organization with

close to 500 products in over 100 countries. Himalaya has been on a mission to make wellness

a part of every home for nine decades.

3.8 MISSION

• To establish itself as a science-based, problem-solving, head-to-heel brand that is

harnessed from nature's wealth and characterized by trust and healthy lives.

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 • Aims to develop markets worldwide with an in-depth and long-term approach, while

maintaining the highest ethical standards at every step.

• Himalaya's values respect, collaboration, and utilizing the talents of each member of

the company's family and the local communities.

• To ensure that the products are safe, effective, and of the highest quality.

• To rigorously adopt eco-friendly practices to support the environment.

• Develop markets worldwide with an in-depth and long-term approach.

3.9 BRAND IDENTITY

The Himalaya brand aligns itself with the mountain range of the same name, which has

been an inspiration for centuries. The Himalayas are an icon of aspiration and man's quest to

unlock nature's secrets. They represent purity and lofty ideals, which are reflected in the

Himalaya brand. The brand's identity is visually defined by its logo, which features a leaf that

forms the crossbar of the letter "H" evoking the company's focus on herbal healthcare. The teal

green colour represents proximity to nature, while the orange is evocative of warmth, vibrancy

and commitment to caring. The Himalaya brand carries with it the promise of good health and

well-being, and this is reflected in its products and mission to provide natural and herbal

healthcare solutions.

The Himalaya logo is a visual representation of the company's commitment to natural

and herbal healthcare. The leaf that forms the crossbar of the letter "H" represents the

company's focus on herbal healthcare and its close connection to nature. The teal green colour

used in the logo symbolizes the proximity to nature, while the orange colour evokes warmth,

vibrancy, and the company's commitment to caring for people and the earth. The peaks in the

logo symbolize Himalaya's indomitable spirit of exploring new boundaries of nature's healing

22 | P a g e
powers, and its dedication to developing a wide range of products that are safe, gentle, and

efficacious, covering all aspects of health, from head to heel.

3.10 OBJECTIVES
• To create 50% awareness in the market before launching their product

• To gain 5% market year after 2 years of launching.

• Increase in sales by 10% every year.

• To set up the product internationally in the market.

• To maintain and retain brand loyalty of the product.

• To continuously innovate and improve products and processes to meet the ever-
evolving needs of customers.

• Growing the company by expanding its customer base and increasing sales of its
products.

• Developing markets worldwide with an in-depth and long-term approach while

maintaining the highest ethical standards.

SWOT ANALYSIS:
3.11 STRENGTHS:
• Strong financial support for operations and growth.

• Skilled and experienced staff to ensure high-quality products and customer service.

• Focusing on meeting customer needs and satisfaction

• Reaching both urban and rural markets to expand customer base.

• Prioritizing environmentally-friendly and herbal ingredients in products.

• Using natural fluoride alternatives to traditional fluoride used by other companies.

• Cost-effective production methods.

• Wide distribution network.

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 • Strong brand reputation and customer loyalty.

• Investment in research and development.

• Flexibility to adapt to changing market trends and demands.

• Focus on innovation and introducing new products.

• Utilization of modern technology to improve efficiency and productivity.

• Social media and digital marketing strategies to reach a wider audience.

• Collaboration with other companies and organizations to expand reach and impact.

3.12 OPPORTUNITIES
• The opportunity for high investment and growth in the company.

• The potential for increased sales and growth due to the popularity of eco-friendly
products.

• The use of intensive distribution technology to make the company's products widely
available, leading to increased sales.

• The opportunity for global expansion as the world becomes more connected.

3.13 THREATS
• Increasing competition in the market with similar value proposition poses a threat to
the company as it can decrease consumer base and sales.

• High inventory costs due to the high investment required for seed growth and
production.

• New entrants in the market, especially well-established foreign competitors, pose a

challenge to the company's market position.

24 | P a g e
 • High cost of goods may make it difficult for customers to see the value in the products
and may lead to decreased sales during a financial downturn.

• As the company is entering into new market and launching new products so there are
always chances of failure of the product.

• Company has to face lots and lots of competition from the competitors already present
in the market.

• There are so many international companies producing ayurvedic products in the market
so it is a threat for the company.

3.14 WEAKNESSES
• Big Working Capital – Company requires huge capital to run and thus there is a constant
demand for cash flow that is needed to provide end goods to the consumer.

• High dependency on raw materials – There is a high dependence on raw materials

which are seasonal in nature and thus the non-availability of raw materials adds to the

hindrance in the manufacture of products and therefore adds to the cost of food as raw

materials need to be over-cultivated and processed in order to be conserved.

• High Crop Sensitivity – Crops are highly sensitive to preservatives and pesticides used
to enhance cultivation, and therefore there are high costs involved in the production of

raw materials as there are potential crop losses.

3.15 PROMOTION
Creating awareness of a product is the first step in promotion. This can be done through

various means such as television commercials, magazine and newspaper ads, and pamphlets.

Additionally, providing free samples to target customers can also be used to help them assess

the quality of the product.

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3.16 PROMOTIONAL MIX:
Himalaya Company uses the following steps for the promotional mix:
• Advertising

• Personal selling

• Public relations

• Sales promotion

• Direct marketing

3.17 PRODUCT DEVELOPMENT STATERGY:

Product development strategy refers to the process of creating new products or

introducing existing products with unique features to differentiate them from competitors in

the market.

3.171 PULL STRATEGY:

To attract customers, companies will use a "pull" strategy, which involves strong

advertising and awareness-raising efforts. Magazines, newspapers, and cable networks will be

utilized to reach a large audience, and a focus will be placed on creating both awareness and

availability of the product in the market.

3.172 PUSH STATERGY:

To distribute the product, the company will use a push strategy by working with

retailers, distributors, and shopkeepers. The product will also be made available in small stores

and grocery shops in rural areas.

3.18 MARKET POSITIONING

Product positioning is about creating a specific image or perception of a product in the

minds of customers. To achieve this, the company will first identify the target market segments

that will be most impacted by their product. Their main objective is to establish a positive

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image by introducing new products and positioning themselves in a way that appeals to loyal

customers. To understand how their product is perceived by customers, they will use perceptual

mapping. The company aims to maintain customers' perceptions of the quality of their product,

by providing them with products that are affordable, timeless, and high-quality.

3.19 ARE HIMALAYA PRODUCT GOOD?

Himalaya is a very trusted herbal brand in the Indian market. Having its presence felt

for more than a decade, Himalaya is not the only sort after, for its affordable price tag, but also

for its results-oriented formulas Himalaya is a well-known brand that produces a wide range

of personal care and healthcare products such as herbal supplements, soaps, shampoos, and

skin care products. Many people have reported positive results from using Himalaya products,

citing their effectiveness and natural ingredients. It's important to note that individual results

may vary, it’s recommended to consult a healthcare professional before trying any new

products, especially if you have any medical conditions or are taking any medications.

As per ORG data, Himalaya stands number 2 among herbal pharmaceutical companies

in India. Purifying Neem Face wash is the number one brand in the face wash category while

Himalaya Baby Care has also emerged as a leading player in the baby care segment. Himalaya

is one of the most popular herbal companies in India. The products of Himalaya have been

world famous. The world’s first antihypertensive drug is launched by Himalaya in 1934. The

product of Himalaya is world famous. Below are some of the popular herbal products

manufactured by Himalaya:

• Ashwagandha

• Pure Hand Sanitizer

• Moisturizing Aloe Vera Face Wash

• Ophthacare Eye Drops

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 • Liv.52 (Tablets & Syrup)

• Complete Care Toothpaste

• Guduchi

• Gokshura

3.20 How reliable are Himalaya Products?

It is important to note that while Himalaya claims to produce their products in hygienic

conditions without the use of chemicals, and they are considered a leading herbal

pharmaceutical company in India, it is still important to research and consult with a doctor

when it comes to health products. With regards to beauty products, reviews and personal

experience may vary and it is best to find what works for your specific skin type. It is not

advisable to have blind faith in any brand.

3.21 HIMALAYAAYURVEDIC PRODUCTS LIST

• Himalaya Purifying Neem Face Wash:
Himalaya purifying Neem face wash is a soap free, herbal formulation that cleans

impurities and helps clear pimples. A natural blend of Neem and turmeric bring together their

antibacterial and antifungal properties to prevent the recurrence of acne over time. Himalaya

Herbals Purifying Neem Face Wash primarily works towards helping one get rid of irritating

pimples and acne. With its soap-free base and herbal formulation, it cleans the pores of the

facial skin and helps remove pimples eventually.

Key Ingredients:
1. Neem- Neem is an excellent skincare ingredient known for its antibacterial properties.

It improves general skin health and combating bacterial infection like acne.

2. Turmeric- Turmeric has been used as an antiseptic for centuries and is regarded as one

of nature's most powerful healers. The herb helps to even out your skin tone and colour,

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 making it an excellent ingredient in a face washes. Turmeric has strong anti-

inflammatory properties, which help soothe your skin.

• Gokshura:
Gokshura improves sexual desire and drive, which subsequently improves sexual

performance. The herb increases the level of natural endogenous testosterone by acting as a

non-hormonal bio stimulator. Gokshura also helps in managing erectile dysfunction by

strengthening the penile tissue and enhancing penile erection.

Key Ingredients:
1. Gokshura-Strengthens the penile tissue and enhances penile erection, making it very

useful in erectile dysfunction.

• Ashwagandha
As an Ayurvedic herb, it is known to combat insomnia, boosting energy and increasing

the body's stamina and vitality. Ashwagandha is an immunomodulator that helps boost the

immunity and also exhibits strong anti-oxidant activity, which helps to decrease oxidative

stress.

Key Ingredients:
1. Ashwagandha- Ashwagandha augments immunity by improving immune factors and

the level of white blood cell activation, especially Natural Killer (NK) cells, which play

a major role in neutralizing virus-infected cells and help restrain infections.

• Guduchi
It is an Ayurvedic supplement that contains giloy (Tinospora cordifolia) as an active

ingredient. It enhances the activity of the white blood cells (WBCs), improves immune

29 | P a g e
function, and builds the body's resistance to infections. It is also known to aid in the quick

recovery post an illness by improving your symptoms.

Key Ingredients:
1. Guduchi- It is an effective treatment for a wide range of fever and other infective

conditions.

• Himalaya Herbals Nourishing Skin Cream

The cream is blended with the extracts of Aloe Vera, Winter Cherry, Indian Kino Tree

and Indian Pennywort, which protect your skin from pollution and dry weather and provide

nourishment and moisture.

Key ingredients:
1. Aloe Vera- Aloe vera can be used topically or consumed in its juice form.

• Himalaya Septilin
Himalaya Septilin from Himalaya is an anti-infective supplement to support the body's

defence mechanism and build immunity. It is made up of three ayurvedic herbs, namely Indian

Bdellium, Licorice and Tinospora Gulancha. It helps to boost immunity and build a natural

defence of the body.

• Himalaya Pure hands Advanced Disinfectant Hand Rub 80% alcohol

Kills 99.9% Of Germs Protects Hands. It helps in hand disinfection at clinics,

laboratories, hospitals, and other health care settings. It gives you protection against germs and

viruses

Key Ingredients:
1. Coriandrum sativum- One of the important medicinal herbs mentioned in traditional

literatures, Coriandrum sativum is known to possess Krimihara (antimicrobial)

property.

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 2. Vetiveria zizanioides- Well documented in literature for its usage in various conditions

like inflammation and wounds, Vetiveria zizanoides has shown to possess antibacterial

activity.

3. Cyperus scariosus- Reported to possess antibacterial and antifungal activity, Cyperus

scarious helps in controlling bacterial and fungal infections.

4. Hedychium spicatum- Valued in the traditional system of medicine, Hedychium

spicatum possesses a variety of therapeutic properties like antiseptic, antimicrobial, and

antifungal.

5. Azadirachta indica- A valuable plant source of medically useful compounds that has

been used in several traditional drug preparations, Neem is known for its potent

antimicrobial, antifungal, and antiviral properties.

• Purifying Neem Scrub

Himalaya's Purifying Neem Scrub removes impurities and dead skin cells. It also

removes excess oil from the skin's surface, which is the root cause of acne. The scrub is blended

with the goodness of Neem, which clears blackheads and acne, and Apricot, which hydrates

the skin.

• Himalaya Baby Powder

The powder helps to keep your baby's skin fresh, smooth, and soft. It keeps your baby

fresh, odor-free, and comfortable. The powder helps control excessive sweat. The powder

absorbs excess moisture and keeps skin oil-free. Himalaya Baby Powder contains Almond Oil,

Khus Grass, Olive Oil and Natural Zinc as major ingredients. The powder helps in eliminating

dryness and keeps the skin cool and comfortable.

• Himalaya Baby Cream

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 Himalaya Baby Cream is specially formulated to protect your little one's chapped

cheeks, 'crawler's knee', tender nose, and rubbed elbows. Our Baby Cream has soothing effect

on baby's skin. The key ingredients work to moisturize along with preserving the natural

softness of your baby's skin.

• Himalaya Multi-Purpose Cream

Himalaya Multipurpose Cream containing Aloe Vera, Almond, Indian Madder and

other natural ingredients is an excellent treatment for cuts, wounds, burns, rashes, sores and

fungal skin infections. Aloe Vera is used to treat wounds and skin burns; it soothes and helps

skin regeneration.

• Himalaya Ayurveda Clear Skin Soap

Specially made with kanakataila, a pure ayurvedic oil, and ayurveda clear skin soap has

a unique formulation that nourishes skin and helps improve the complexion, leaving skin

healthy and clear, naturally. Kanakataila is known to help reduce blemishes and dark spots, and

brighten, gently nourish and protect the skin.

• Himalaya Baby Massage Oil

Daily massage with Himalaya Baby Massage Oil helps improve your baby's growth

and development. The light and non-staining formula of the oil has dual benefits and can be

used for massaging before bathing and for moisturizing after bathing.

• Himalaya Abana Tablet

The Himalaya Abana Tablet helps in reducing cholesterol levels like in cases of

hyperlipidemia. It lowers triglyceride levels, total cholesterol levels and free fatty acid levels,

through the breakdown of lipids in the liver.

Key Ingredients:

32 | P a g e
 1. Arjuna- Arjuna helps to improve coronary artery blood flow, reduces chances of clot

formation and protects the heart muscles. The herb helps in lowering blood lipid levels.

It also prevents the hardening of blood vessels by reducing lipid accumulation in the

arteries.

• Himalaya Gentle Baby Wipes

Infused with the goodness of Aloe Vera and Indian Lotus extracts, Himalaya Gentle

Baby Wipes are mild enough to soothe baby's bottom during a diaper change. Our wipes can

also be used to gently cleanse baby's skin.

• Himalaya Evercare Capsules

Himalaya Evercare Capsule is indicated for relief from premenstrual syndrome,

dysfunctional uterine bleeding and assisted conception. The Himalaya Evercare Capsule is

helpful in treating menstrual disorders like heavy bleeding, irregular periods and abdominal

cramps.

• Himalaya Ayurveda Sandal Glow Soap

Himalaya Ayurveda Sandal Glow Soap is infused with the goodness and nourishment

of naturally extracted sandalwood oil. It has many skins softening properties. It leaves the skin

healthy and glowing without causing any harm. It provides a long-lasting fragrance that makes

you feel fresh throughout the day.

Key Ingredients:
1. Chandanadi Ropana Taila- Chandanadi Ropana Taila is a traditional Ayurvedic oil

containing Pure Sandalwood, prescribed in millennia-old Ayurveda text for its skin care

and healing properties.

2. Sandalwood Oil- Sandalwood Oil is known to impart glow, nourish and soften skin,

and provide long-lasting aroma.

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 • Himalaya Gases Fizz
Gases Fizz helps relieve abdominal pain, discomfort, and heartburn associated with

acidity, gas, and indigestion. It is made with 25% less sodium compared to the effervescent

antacids available in the market. Available in Orange, Lemon, and Jaljeera flavours.

Key Ingredients:
1. Triphala- Triphala is known to exhibit prokinetic activity by improving gastric

emptying, thereby reducing the post-meal distress associated with indigestion.

2. Svarjiksara- Svarjiksara helps relieve the symptoms of acidity.

3. Nimbukamla- Nimbukamla is known to relieve the symptoms of indigestion.

4. Cumin- Cumin helps in treating flatulence and indigestion.

• Aloe Vera Refreshing Body Gel

Himalaya Aloe Vera Refreshing Body Gel is formulated with the goodness of Aloe

Vera gel. Our product moisturizes, cools, and soothes skin, giving a fresh, soft, supple, and

non-oily feel. The body gel, dermatologically tested, is a light and non-greasy moisturizer for

daily use. There are no artificial colours, and the product is free from Parabens, Phthalates, and

Methylisothiazolinone (MIT). You can use it for a gentle massage to refresh your skin or to

soothe dry, irritated, or sunburnt skin.

• Anti-Hair Fall Shampoo

Himalaya Anti Hair Fall Shampoo is a natural ingredients-based shampoo with 2-in-1

action to control hair fall issues and also leave your hair nourished. It is enriched with the hair

beneficial properties of bhringaraja and palasha for that deep cleansing and nourishing effect.

Key Ingredients:
1. Bhringaraja- Bhringaraja is traditionally used in Ayurveda for hair growth. It is known

to nourishe the hair, improves hair texture and reduces hair fall.

34 | P a g e
 2. Butea Frondosa-Butea Frondosa or 'flame of the forest' is native to India and Southeast

Asia. It is known to strengthen hair and helps promote hair growth.

3.22 BENEFITS OF HIMALAYA PRODUCTS

Himalaya products are known for their natural ingredients and traditional Ayurvedic

practices used in their production. Some potential benefits of using Himalaya products include:

• Improved skin health and appearance.

• Relief from minor skin conditions such as acne and eczema.

• Improved hair health and growth.

• Relief from minor respiratory and digestive conditions.

• Support for overall health and well-being.

• Himalaya products are chemical-free and use natural ingredients.

• They can provide relief for dry skin and help to alleviate itchiness and irritation.

• Himalaya products may also aid in treating respiratory issues such as sinusitis, chronic

tonsillitis, and bronchitis.

• They can protect the skin from infections.

• The ingredients used in Himalaya products are organically grown.

• They may increase the level of haemoglobin, regulate reproductive function, and treat

anaemia caused by uterine disorders.

• As they are herbal products, they usually have no side effects.

3.23 CONCLUSION
Himalaya has a mission to make wellness available to all, and their product line includes

healthcare and wellness items. One of the reasons for the popularity of Himalaya's herbal care

35 | P a g e
products is the incorporation of Ayurvedic ingredients in many of their offerings. The company

is now a prominent global provider of herbal health and personal care products, with a presence

in over 100 countries and nearly 500 products.

36 | P a g e
 CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION
INTODUCTION

The purpose of this project is to study the level of customer satisfaction with the products of

Himalaya. The study will be based on primary data collected through google form with

customers. The data collected will be analysed to understand the customers' perceptions and

experiences with Himalaya products, and to identify areas for improvement, the data has been

collected from 200 respondents via google form. A copy of the questionnaire is given in the

appendix. The results of this study will provide valuable insights for Himalaya to enhance

customer satisfaction and loyalty. This project aims to evaluate customer satisfaction with

Himalaya products. The study will provide an in-depth analysis of customer feedback, which

will assist Himalaya in refining its product offerings and customer service. This data collection

refers to the process of gathering original and first-hand information directly from the source,

rather than relying on secondary sources such as reports, books or the internet. Primary data is

considered to be more reliable and relevant to the research objectives as it is collected

specifically for the research project. The collection of primary data is a critical component of

research as it allows for the collection of unique and specific information for the research

project, ultimately leading to more accurate results and conclusions.

38 | P a g e
 4.1 SHOWING THE AGE GROUP OF THE RESPONDENTS

INFERENCE: Above the table 4.3 shows that, 26% of the respondents fall under the age
group of less than 20, 57% of the respondents fall under the age group 20 – 30, 7% of the
respondents fall under the age group 31 – 40, and 10% of the respondents fall under the age
group above 40.

Table 4.1 Age Group of the Respondents

PARTICULARS FREQUENCY PERCENTAGE

Below 20 31 26

20 - 30 68 57

31 - 40 9 7

Above 40 12 10

Total 120 100

Source: Primary Data
Figure 4.1
Age Group of the Respondents

10%

7% 26%

Below 20
20 - 30
31 - 40
Above 40

57%

Source: Table 4.1

39 | P a g e
4.2 GENDER WISE CLASSIFICATION OF RESPONDENTS
INFERENCE: As per table 4.2 & 4.2, It is clear that data was collected from 120 respondents
of which 46 (38%) are male & 74 (62%) are female participate in the study.

Table 4.2 Gender of the Respondents

PARTICULARS FREQUENCY PERCENTAGE

Male 46 38

Female 74 62

Total 120 100

Source: Primary Data
Figure 4.2
Gender of Respondents

38%

Male
Female

62%

Source: Table 4.2

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4.3 OCCUPATION OF THE RESPONDENTS

INFERENCE: Most of the respondents fall under the category of Students (67%), 11% of the
respondents fall under the self-employed, 21% of the respondents fall under the salaried
respondent, and only 1% of respondent comes under the unemployed category.

Table 4.3 Current Occupation

PARTICULARS FREQUENCY PERCENTAGE

Self Employed 13 11

Salaried 25 21

Unemployed 1 1

Student 81 67

Total 120 100

Sources: Primary Data
Figure 4.3
Current Occupation

11%

21% Self-employed
Salaried
Unemployed
Student

67% 1%

Source: Table 4.3

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4.4 SHOWING THE MONTHLY INCOME OF THE RESPONDENTS

INFERENCE: The above table 4.4 shows the monthly income of the respondents. Majority
of the respondents have a monthly income less than Rs.10000.64% of the respondents come
under this category.15% of the respondents have a monthly income between 10000 – 20000
and another 16% of the respondents have a monthly income above Rs.30000, only 5% of the
respondents comes under the income category between 20001 - 30000.

Table 4.4 Monthly Income of the Respondents

PARTICULARS FREQUENCY PERCENTAGE

Less than 10000 77 64

10000 – 20000 18 15

20001 – 30000 6 5

Above 30000 19 16

Total 120 100

Source: Primary data
Figure 4.4

Monthly income of the respondents

16%

5%
Less than 10000
10000 - 20000
20001 - 30000
15% Above 30000
64%

Source: Table 4.4

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4.5 FREQUENCY OF USAGE OF THE HIMALAYA PRODUCTS

INFERENCE: The table 4.5 shows that almost 94% of the respondents use Himalaya

Products, while 6% of the respondents are not the users of Himalaya Product.

Table 4.5 Usage of Himalaya Products

PARTICULARS FREQUENCY PERCENTAGE

Yes 113 94

No 7 6

Total 120 100

Source: Primary data

Figure 4.5
Usage of Himalaya Products

6%

Yes
No

94%

Source: Table 4.5

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4.6 DATA SHOWING THE PLATFORM USED FOR KNOWING THE
HIMALYA PRODUCTS

INFERENCE: From the table 4.6 it is seen that most of the respondents i.e., 60% came to
know about Himalaya Products through the Advertisements, while 11% of the respondents
from online website, 18% through friends, 2% through dealers & 10% through others.

Table 4.6 Platform used for Knowing the Himalaya Products.

PARTICULARS FREQUENCY PERCENTAGE

Advertisement 68 60

Online website 12 11

Friends 21 18

Dealers 2 2

Others 10 9

Total 113 100

Source: Primary Data
Figure 4.6
Platform Used for Knowing the Himalaya Products

2%

20%

Advertisement
Online website
Friends

12% Dealers
Others
66%

Source: Table 4.6

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4.7 DATA SHOWING THE PERIOD OF USING HIMALAYA
PRODUCTS

INFERENCE: From the table 4.7 it is seen that most of the respondents i.e., 55% of the
respondents have used Himalaya products for 6 months, 15% of the respondents for 1 years,
3% are used for 2 years and 27% of them are used more than 2 years.

Table 4.7 Period of using Himalaya products.

PARTICULARS FREQUENCY PERCENTAGE

6 Months 62 55

1 Year 17 15

2 Year 4 3

More than 2 Years 30 27

Total 113 100

Source: Primary Data
Figure 4.7
Period of using Himalaya products.

27%

6 months
1 year
2 year
55%
3% More than 2 years

15%

Source: Table 4.7

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4.8 DATA SHOWING THE PREFERRED LOCATIONS FOR BUYING
HIMALAYA AYURVEDIC PRODUCTS

INFERENCE: The table 4.8 shows that most of the respondents preferred buying the
Himalaya Products from Retail stores and 15% of the respondents preferred online platform
for purchasing the product, 27% of the respondents are choose medical shop, 8% are choose
exclusive stores for buying the products.

Table 4.8 Preferred Locations for buying the Himalaya Products.

PARTICULARS FREQUENCY PERCENTAGE

Retail stores 56 50

Medical shop 31 27

Online 17 15

Exclusive stores 9 8

Total 113 100

Source: Primary Data
Figure 4.8
Preferred Locations for Buying the Himalaya Products

8%

15%

Retail store
Medical shop
50%
Online
Exclusive store

27%

Source: Table 4.8

46 | P a g e
4.9 DATA SHOWING CASH SPEND FOR PURCHASING HIMALAYA
PRODUCTS

INFERENCE: From the table 4.9 it is seen that most of the respondents i.e., 61% came to
purchase Himalaya Products by less than Rs.200, only 6% respondents purchase Himalaya
products more than Rs.800. while rest of the respondents came to purchase the product through
rest of the cash range.

Table 4.9 Cash spend for purchasing Himalaya products.

PARTICULARS FREQUENCY PERCENTAGE

Less than 200 69 61

200 – 500 33 29

501 – 800 4 4

More than 800 7 6

Total 113 100

Source: Primary Data
Figure 4.9
Cash spend for purchasing Himalaya products.

6%
4%

Less than 200

200 - 500
29%
501 - 800
More than 800
61%

Source: Table 4.9

47 | P a g e
4.10 DATA SHOWING THE MOST USED HIMALAYA PRODUCTS
INFERENCE: From Table 4.10, it is evident that the most of the respondents have used Skin
care products (53%). 19% of the respondent use hair care products, 8% are baby care products,
6% are health care.
Table 4.10 Most used Himalaya Products.

PARTICULARS FREQUENCY PERCENTAGE

Skin care products 60 53

Hair care products 21 19

Baby care products 9 8

Health care products 7 6

Makeup products 8 7

Pet food 7 6

Others 1 1

Total 113 100

Source: Primary Data
Figure 4.10
Most used Himalaya Products

6% 1%

7%

6% Skin care
Hair care
Baby care
8%
Health care
53%
Makeup
Pet food
Others

19%

Source: Table 4.10

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4.11 DATA SHOWING THE PERSONAL FACTORS INFLUENCING
THE PURCHASE
INFERENCE: From the table 4.11 & figure 4.11, It is clear that quality was given priority by
51 respondents (45%) & price was agreed as an important factor by 25 respondents (22%), the
next rating was for performance (18%). Least rating (7%) was given for quantity.

Table 4.11 Personal factors influenced the purchase.

PARTICULRS FREQUENCY PERCENTAGE

Quality 51 45

Price 25 22

Quantity 8 7

Performance 20 18

Others 9 8

Total 113 100

Source: Primary data
Figure 4.11
Personal factors influenced the purchase

8%

18%
Quality

45% Price
Quantity
Performance
7%
Others

22%

Source: Table 4.11

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4.12 LEVEL OF SATISFACTION REGARDING HIMALAYA
PRODUCTS
INFERENCE: From the table 4.12 more than half of the respondents are Satisfied (53%) with
Himalaya products, while (25%) of respondents are Highly Satisfied and only least percentage
is dissatisfied (4%) and 1% are Highly dissatisfied with the product.

Table 4.12 Satisfaction regarding Himalaya products.

PARTICULARS FREQUENCY PERCENTAGE

Highly satisfied 28 25

Satisfied 60 53

Neutral 20 17

Dissatisfied 4 4

Highly Dissatisfied 1 1

Total 113 100

Source: Primary Data
Figure 4.12
Satisfaction regarding Himalaya products.

4% 1%

25%
17%

Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied

53%

Source: Table 4.12

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4.13 DATA SHOWING YOUR RECOMMENDATION FOR HIMALAYA
PRODUCTS
INFERENCE: From the table 4.13 38% of the respondents are most likely to recommend
Himalaya products.1% of respondent are not ready to recommend. Majority of the respondents
are likely to recommend the Himalaya products.

Table 4.13 Recommending Himalaya products to others.

PARTICULARS FREQUENCY PERCENTAGE

Most likely 43 38

Likely 28 24

Neutral 38 34

Unlikely 3 3

Very unlikely 1 1

Total 113 100

Source: Primary Data
Table 4.13
Recommending Himalaya products to others

3% 1%

38% Most likely

34%
Likely
Natural
Unlikely
Very unlikely

24%

Source: Table 4.13

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4.14 DATA SHOWING THE PURCHASE LEVEL OF HIMALAYA
PRODUCTS
INFERENCE: The table 4.14 shows that most of the respondents i.e., 51% purchase the
Himalaya Products quite monthly, 38% of respondents purchase yearly & Only 11% of
respondents are make weekly purchase.

Table 4.14 Purchase level of Himalaya Products

PARTICULARS FREQUENCY PERCENTAGE

Yearly 43 38

Monthly 58 51

Weekly 12 11

Total 113 100

Source: Primary data
Figure 4.14
Purchase Levels of Himalaya Products

11%

38%

Yearly
Monthly
Weekly

51%

Source: Table 4.14

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4.15 DATA SHOWING THE RATING BASED ON PRICE FOR
HIMALAYA PRODUCTS
INFERENCE: From the table 4.15 almost 72% of the respondents say the pricing of Himalaya
product as affordable and only a small number of respondents finds it as expensive (18%) .10%
of respondents are thinking Himalaya products are cheaper.

Table 4.15 Rating Based on Price

PARTICULARS FREQUENCY PERCENTAGE

Expensive 20 18

Affordable 81 72

Cheaper 12 10

Total 113 100

Source: Primary Data
Figure 4.15
Rating based on price

10%
18%

Expensive
Affordable
Cheaper

72%

Source: Table 4.15

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4.16 DATA SHOWING THE PROBLEMS FACED BY HIMALAYA
PRODUCTS
INFERENCE: From the table 4.16 shows that most of the respondents faces the problem by
Himalaya Product by other reasons (56%) and 25% of respondents faces the problem by
Himalaya products by Ingredients not offer much advantage. Least percentage (9%) of
respondents faced problems by the poor quality offered by the company. 10% of responds
indicate Himalaya products are expensive.

Table 4.16 Problems faced by Himalaya Products.

PARTICULARS FREQUENCY PERCENTAGE

Poor Quality Products 10 9

Ingredients not offer much 29 25

advantage

Expensive 11 10

Others 63 56

Total 113 100

Source: Primary Data
Figure 4.16
Problems faced by Himalaya Products.

9%

Poor Quality

25% Ingredients not offer much

advantage
Expensive
56%
Others

10%

Source: Table 4.16

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4.17 NEGATIVE FACTORS FACED WHILE USING THE HIMALAYA
PRODUCTS
INFERENCE: From table 4.17 it is seen that above more than half of the respondents (66%)
has not faced any problems while using the Himalaya Products, 18% of the respondents finds
skin dullness, Inflammation and irritations are low (7% and 9%).

Table 4.17 Negative factors faced while using the products.

NEGATIVE FACTORS FREQUENCY PERCENTAGE

Skin Dullness 20 18

Inflammation 8 7

Irritation 10 9

No negative factors 75 66

Total 113 100

Source: Primary Data
Figure 4.17
Negative Factors faced while using the products

18%

7% Skin Dullness
Inflammation
Irritation

9% No negative factors

66%

Source: Table 4.17

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4.18 DATA SHOWING THE CONSUMERS RATING ON THE
PRODUCTS
INFERENCE: From the table 4.18 it is seen that majority of the customers rates the product
as Good (53%) and the responds of excellent and average are likely same (20%, 22%) and 4%
of the respondent rate at below average & 1% as poor.

Table 4.18 Consumer rating on the products

PARTICULARS FREQUENCY PERCENTAGE

Excellent 23 20

Good 60 53

Average 25 22

Below average 4 4

Poor 1 1

Total 113 100

Source: Primary Data
Figure 4.18
Consumer rating on the product

4% 1%

20%

22%

Excellent
Good
Average
Below average
Poor

53%

Source: Table 4.18

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4.19 DATA SHOWING THE SUGGESTIONS FOR HIMALAYA
PRODUCTS
INFERENCE: From table 4.19 shows that 37% of the respondents are making a suggestion to
increase quantity of the product.17% of respondents are suggesting that increase quality, 19%
are saying that improve packing and 27% are suggest that change the price.

Table 4.19 Suggestions for Himalaya products.

PARTICULARS FREQUENCY PERCENTAGE

Increase quality 19 17

Increase quantity 42 37

Improve packing 22 19

Change in price 30 27

Total 113 100

Source: Primary Data
Figure 4.19
Suggestions for Himalaya products

17%

27%

Increase quality
Increase quantity
Improve packing
Change in price

37%
19%

Source: Table 4.19

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 CHAPTER 5
FINDINGS, SUGGESTIONS AND
CONCLUSIONS
FINDINGS, SUGGESTIONS AND CONCLUSIONS
5.1 FINDINGS:
• As per the study it is found that 62% are female & 38% are male.

• Majority of the respondents are falls under the age group between 20 to 30 (57%).

• Majority of the respondents are students (67%).

• Majority of the respondents have monthly income less than Rs.10000 (64%).

• Majority of the respondents are using Himalaya products (94%).

• Majority of the respondents are known the Himalaya products through advertisement
(60%).

• Majority of the respondents have used Himalaya products for at least 6 months (55%).

• Majority of the respondents are purchased Himalaya products through retail stores
(50%).

• Majority of the respondents purchased the Himalaya products with a price range of
Rs.200 (61%).

• Majority of the respondents have used skin care products (53%).

• Majority of the respondents are influenced by the quality of the products (45%).

• Majority of the respondents are satisfied with Himalaya products (53%),

• Majority of the respondents are most likely to recommended the products to others

(38%).

• Majority of the respondents make a monthly purchase of Himalaya products (51%).

• Majority of the respondents are said that Himalaya products have affordable price
(72%).

• Majority of the respondents have faced problem due to other reasons (56%).

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• Majority of the respondents are said that Himalaya product have no negative factor
(66%).

• Majority of the respondents rate Himalaya products are good (53%).

• Majority of the respondents have a suggestion that is products must increase the
quantity (37%).

60 | P a g e
5.2SUGGESTIONS:

• The common users of Himalaya products are mainly those who fall within the 15-30

age group. However, as herbal products are generally suitable for all ages, the company

should aim to increase awareness among older age groups and promote the benefits of

using their products.

• The company must focus on natural and organic ingredients. It emphasizes the use of

natural and organic ingredients in the products to appeal to customers who prefer

natural and environmentally friendly options.

• Provide personalized offerings that are tailored to meet the specific requirements of

each customer.

• With an increasing number of products in the market containing potentially harmful

chemicals, consumers are becoming more health-conscious. Himalaya products are

well-positioned to appeal to these consumers. However, the company could benefit

from offering products for both men and women, to ensure equal representation among

their customer base.

• Himalaya should enhance product demonstrations to better showcase their products.

• The company must be making partnerships and collaborations with other companies.

The company should join forces with influencers, bloggers, and other firms to enhance

product visibility and attract new customers for promotion of their products.

• The company has a long history of producing herbal products and a majority of

respondents are satisfied with its growth. However, there is still a portion of respondents

who feel that the company has room for improvement and believe that with effort, the

company can further its growth.

61 | P a g e
• The company can increase customer satisfaction by offering more discounts on their

products. By doing so, they can attract more customers and enhance their brand

reputation.

• The company must expand into Smaller Communities to attract new customers, the
company should consider venturing into smaller towns and rural areas.

62 | P a g e
5.3 CONCLUSION:
In conclusion, the customer satisfaction project on Himalaya products

highlights the positive perception of the brand among the respondents. The majority of the

respondents are aware of the brand and are satisfied with the products, availability, and price.

The popularity of the brand and its natural and herbal ingredients were noted as key factors that

influence the purchase decision of customers. However, there were also suggestions for

improvement, such as increasing the discounts offered, offering personalized products,

expanding the product range, and improving product demonstrations. The study highlights the

need for more marketing efforts to create awareness and promote the use of Himalaya products,

particularly among older age groups. It is suggested that the company consider these findings

and suggestions to maintain and improve customer satisfaction, attract new customers, and

reach its full potential in the market. By focusing on providing high-quality products and a

positive customer experience, Himalaya has the potential to establish itself as a leading brand

in the herbal and ayurvedic product market.

The satisfaction of customers plays a crucial role in retaining them. Himalaya has a

unique advantage in the market due to its incorporation of spiritual elements in its products.

However, the company should not ignore the competition from other brands such as Dabur,

Patanjali, and Colour Street, etc. To retain and further satisfy customers, Himalaya must fulfil

its promises and commitments to them, as any other brand may start to compete and take away

its benefits of marketing through spirituality.

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BIBLIOGRAPHY
BIBLIOGRAPHY
• http://www.himalayawellness.com/

• https://en.wikipedia.org/wiki/Himalaya_Wellness_Company

• https://himalayawellness.in/

• https://himalayawellness.in/pages/contact-us

• https://himalayawellness.in/collections/all

• https://himalayawellness.in/pages/our-story

• http://himalaya.com.gt/herbfinder/index.htm

• https://in.linkedin.com/company/himalayawellnesscompany

• https://himalayausa.com/pages/about

• https://himalayawellness.in/pages/our-logo

• https://en.wikipedia.org/wiki/Customer_satisfaction

• https://www.ncbi.nlm.nih.gov/books/NBK92773/

• https://www.slideshare.net/RupaLahiri1/brand-presentation-himalaya-herbals

• https://www.heritagetimes.in/journey-of-himalaya-indias-first-multinational-
company-of-herbal-wellness-products/

• https://himalayawellness.in/pages/our-mission-and-vision

• https://www.projects4mba.com/swot-analysis-of-himalaya-drug-company/4715/

• https://brandequity.economictimes.indiatimes.com/news/advertising/himalaya-
wellness-company-inspires-consumers-to-prioritise-wellness-with-its-new-

campaign/92061679

• https://www.tryandreview.com/in/brand/himalaya-herbals

• https://www.surewinhealthcare.com/top-herbal-companies-in-india

65 | P a g e
APPENDIX
APPENDIX
QUESTIONNAIRE:
A STUDY ON THE CUSTOMER SATISFACTION OF HIMALAYA
PRODUCTS: - WITH SPECIAL REFERENCE TO KOTTAYAM
DISTRICT.

1. Name.

2. Age
☐Below 20

☐20-30

☐31- 40

☐Above 40

3. Gender
☐Male

☐Female

4. Occupation?
☐Self-employee

☐Salaried

☐Unemployed

☐Student

5. Monthly income
☐less than 10000

☐10000 - 20000

☐20001-30000

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 ☐Above 30000

6. Have you ever used a Himalaya product?

☐Yes

☐No

7. How did you come to know about Himalaya products?

☐Advertisement

☐Online website

☐Friends

☐Dealers

☐Others

8. How long have you been using Himalaya products?

☐6 months

☐1 year

☐2 years

☐More than 2 years

9. Where do you normally buy Himalaya products?

☐Retail store

☐Medical shop

☐Online

☐Exclusive stores

10. How much money do you spend for buying Himalaya products per month?
☐Less than 200

☐200-500

☐501-800

68 | P a g e
 ☐More than 800

11. Which category of Himalaya products do you use?

☐Skin care products

☐Hair care products

☐Baby care products

☐Health care product

☐Makeup products

☐Pet foods

☐Others

12. Which factor influenced you to buy Himalaya products?

☐Quality

☐Price

☐Quantity

☐Performance

☐Others

13. Indicate your satisfaction level from using Himalaya products?

☐Highly satisfied

☐Satisfied

☐Netural

☐Dissatisfied

☐Highly Dissatisfied

14. How likely are you to recommend Himalaya products to others?

☐Most likely

☐Likely

69 | P a g e
 ☐Neutral

☐Unlikely

☐Very unlikely

15. How frequently you buy Himalaya products?

☐Yearly

☐Monthly

☐Weekly

16. Give your opinion about the price of Himalaya products?

☐Expensive

☐Affordable

☐Cheaper

17. What is the problem faced by Himalaya products?

☐Poor quality products.

☐Ingredients not offers much advantage.

☐Expensive.

☐Others.

18. What are the problems faced while using the products?
☐Skin dullness

☐Inflammation

☐Irritation

☐No negative factors

19. Rate Himalaya products based on your experience.

☐Excellent

☐Good

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 ☐Average

☐Below average

☐Poor

20. Any suggestion to improve the product?

☐Increase quality

☐Increase quantity

☐Improve packing

☐Change in price

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