Description
Distributed computing is a field of computer science that studies distributed systems. A distributed system is a software system in which components located on networked computers communicate and coordinate their actions by passing messages.[1] The components interact with each other in order to achieve a common goal.
A STUDY ON CONSUMER SATISFACTION TOWARDS PUBLIC DISTRIBUTION SYSTEM WITH SPECIAL REFERENCE TO COIMBATORE (SOUTH) PROJECT REPORT
CONTENT
S.NO LIST OF TABLES LIST OF CHARTS
TITLE
PAGE NO
CHAPTER-I 1.1 1.2 1.3 1.4 1.5 1.6 INTRODUCTION TO THE STUDY OBJECTIVES OF THE STUDY NEED FOR THE STUDY SCOPE OF THE STUDY LIMITATION OF THE STUDY RESEACH METHODOLOGY CHAPTER-II 2.1 REVIEW OF LITERATURE CHAPTER-III 3.1 3.2 INTRODUCTION TO PDS CONSUMER SATISFICATION CHAPTER-IV 4.1 ANALYSIS AND INTERPRETATION CHAPTER-V 5.1 5.2 5.3 FINIDINGS SUGGESTIONS CONCLUSION BIBLIOGRAPHY 95 97 98 27 18 24 12 1 4 5 6 7 8
APPENDIX
TABLE NO
TITLE
PAGE NO
LIST OF TABLES
1 2 3 4 5 6 7 8 9
GENDER OF THE RESPONDENT AGE GROUP OF THE RESPONDENTS MARITAL STATUS OF THE RESPONDENTS EDUCATION QUALIFICATION OF THE RESPONDENTS OCCUPTION OF THE RESPONDENT MONTHLY INCOME OF THE RESPONDENT. KINDS OF CARD HOLDERS PRICE OF THE PRODUCT IN PDS PRODUCT FREQUENTLY PURCHASED BY THE RESPONDENT
27 28 29 30 31 32 33 34 35
10 11
COMFORTABLE DAY FOR PURCHASE LEVEL OF SATISFACTION WITH CONVINENT STORE LOCATION
37 39
12 13 14 15 16 17 18 19 20 21
LEVEL OF SATISFACTION WITH WORKING HOURS LEVEL OF SATISFACTION WITH PRICE LEVEL OF SATISFICATION WITH SERVICE LEVEL OF SATISFACTION WITH DISPLAY OF GOODS LIST LEVEL OF SATISFACTION WITH FESTIVAL OFFERS. LEVEL OF SATISFACTION WITH THE QUALITY LEVEL OF SATISFACTION WITH QUANTITY LEVEL OF SATISFACTION WITH PACKAGING LEVEL OF SATISFACTION WITH UNAVALIABILITY LEVEL OF AGREEMENT WITH THE LOW QUANTITY
41 42 43 44 45 46 47 48 49 50
PRODUCTS 22 23 LEVEL OF AGREEMENT WITH THE IMPROPER QUALITY OF LEVEL OF AGREEMENT WITH THE PROPER BALANCE AMOUNT 24 LEVEL OF AGREEMENT WITH THE UNAVALIBILITY OF PRODUCTS 25 LEVEL OF AGREEMENT WITH THE DISTRIBUTING OF OLD STOCK 26 LEVEL OF AGREEMENT WITH THE LOW RESPONSE FROM THE STORE INCHARGE 27 LEVEL OF AGREEMENT WITH THE LONG WAITING HOURS IN QUE 28 LEVEL OF AGREEMENT WITH THE INVALIDITY OF MEASURING DEVICE 29 LEVEL OF AGREEMENT WITH THE ENOUGH STORAGE CAPACITY IN STORE 30 31 32 33 34 35 36 37 LEVEL OF SATISFICATION TOWARDS PDS LEVEL OF AGREEMENT TOWARDS PDS GENDER AND HOURS OF WORKING GENDER AND PRICE GENDER AND SERVICE GENDER AND DISPLAY OF GOODS LIST GENDER AND QUALITY GENDER AND QUANTITY 59 60 61 62 63 64 65 66 58 57 56 55 54 53 51 52
38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54
GENDER AND PACKAGING AGE AND HOURS OF WORKING AGE AND PRICE AGE AND SERVICE AGE AND DISPLAY OF GOODS LIST AGE AND QUALITY AGE AND PACKAGING MARITAL STATUS AND HOURS OF WORKING MARITAL STATUS AND PRICE MARITAL STATUS AND SERVICE MARITAL STATUS AND DISPLAY OF GOODS LIST MARITAL STATUS AND QUALITY MARITAL STATUS AND QUANTITY MARITAL STATUS AND PACKAGING OCCUPATION AND HOURS OF WORKING OCCUPATION AND PRICE OCCUPATION AND SERVICE
67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83
55 56 57 58 59 60 61 62 63 64 65
OCCUPATION AND DISPLAY OF GOODS LIST OCCUPATION AND QUALITY OCCUPATION AND QUANTITY OCCUPATION AND PACKAGING MONTHLY INCOME AND HOURS OF WORKING MONTHLY INCOME AND PRICE MONTHLY INCOME AND SERVICE MONTHLY INCOME AND DISPLAY OF GOODS LIST MONTHLY INCOME AND QUALITY MONTHLY INCOME AND QUANTITY MONTHLY INCOME AND PACKAGING
84 85 86 87 88 89 90 91 92 93 94
LIST OF THE CHART
CHART NO 1 2 3 4 5 6 7 8 9
TITLE
PAGE NO 27 28 29 30 31 32 33 34 36
GENDER OF THE RESPONDENT AGE GROUP OF THE RESPONDENTS MARITAL STATUS OF THE RESPONDENTS EDUCATION QUALIFICATION OF THE RESPONDENTS OCCUPTION OF THE RESPONDENT MONTHLY INCOME OF THE RESPONDENT. KINDS OF CARD HOLDERS PRICE OF THE PRODUCT IN PDS PRODUCT FREQUENTLY BUY PURCHASED BY TNE RESPONDENT
10 11
COMFORTABLE DAY FOR PURCHASE LEVEL OF SATISFACTION WITH CONVINENT STORE LOCATION
38 40
12 13 14 15 16 17 18
LEVEL OF SATISFACTION WITH WORKING HOURS LEVEL OF SATISFACTION WITH PRICE LEVEL OF SATISFICATION WITH SERVICE LEVEL OF SATISFACTION WITH DISPLAY OF GOODS LIST LEVEL OF SATISFACTION WITH FESTIVAL OFFERS. LEVEL OF SATISFACTION WITH THE QUALITY LEVEL OF SATISFACTION WITH QUANTITY
41 42 43 44 45 46 47
19 20
LEVEL OF SATISFACTION WITH PACKAGING LEVEL OF SATISFACTION WITH UNAVALIABILITY OF THE PRODUCT
48 49
21
LEVEL OF AGREEMENT WITH THE LOW QUANTITY PRODUCTS
50
22
LEVEL OF AGREEMENT WITH THE IMPROPER QUALITY OF PRODUCTS.
51
23
LEVEL OF AGREEMENT WITH THE PROPER BALANCE AMOUNT
52
24
LEVEL OF AGREEMENT WITH THE UNAVALIBILITY OF PRODUCTS
53
25
LEVEL OF AGREEMENT WITH THE DISTRIBUTING OF OLD STOCK
54
26
LEVEL OF AGREEMENT WITH THE LOW RESPONSE FROM THE STORE INCHARGE
55
27
LEVEL OF AGREEMENT WITH THE LONG WAITING HOURS IN QUE
56
28
LEVEL OF AGREEMENT WITH THE INVALIDITY OF MEASURING DEVICE
57
29
LEVEL OF AGREEMENT WITH THE ENOUGH STORAGE CAPACITY IN STORE
58
CHAPTER-I 1. INTRODUCTION OF THE STUDY
1.1 INTRODUCTION Consumer satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance or outcome in relation to his or her expectation. As this definition makes clear ,satisfaction in a function on perceived performance and expectations. If the performance falls short of expectations, the consumer is satisfied or delighted. If the performance exceeds the expectation, the consumer is highly satisfied or delighted .high satisfaction or delighted creates an emotional bond with the brand ,not just a rational performance .the result is high consumer loyalty. They analyzed the results to develop seven dimensions of customer satisfaction for product. They are Capability ,Usability,Performance,Reliability,Installability,Maintainability,Documentation. INTRODUCTION OF PUBLICDISTRIBUTION SYSTEM:
Public Distribution System (PDS) is a poverty alleviation programme and contributes towards the social welfare of the people. Essential commodities like rice, wheat, sugar, kerosene and the like are supplied to the people under the Public Distribution System at reasonable prices. PDS is a boon to the people living below the poverty line. Public Distribution System is the primary social welfare and antipoverty programme of the Government of India. Revamped Public Distribution System (RPDS) has been initiated by the Government of India from the year 1992 in order to serve and provide essential commodities to the people living in remote, backward and hilly areas. Government introduced Targeted Public Distribution System (TPDS) in the year 1997. Central Government and State
Governments have been actively involved in steering the operations for the success of the Public Distribution System is considered as principal instrument in the hands of State Governments for providing safety net to the poor against the spiraling rise in prices of essential commodities. In this regard Tamil Nadu sets a model in implementing the PDS as universal system. Here the involvement of the Cooperative Societies is noteworthy, since they
cover more than 93 per cent of the FPS in Tamil Nadu. Further, the involvement of women SHGs in the distribution network ensures safety, transparency, and accessibility and above all reduced the transaction cost. Hence, this channel of distribution can be promoted. It was found in this study that problems like leakages, poor quality, under weighment, non-availability of controlled as well as non-controlled articles during certain times, non-availability of ration cards, bogus cards, etc., affect the efficiency of the system. Ensuring the availability of essential articles as per allotment as and when required by the cardholders, increased margin to cooperatives, and better salary to employees, reduction in the number of cards to be handled by a FPS, maintaining and updating the Notice Boards at every FPS, formation of vigilance committees at every FPS level and providing more role to women SHGs are the viable options put by the sample respondents to strengthen the PDS, which cannot be ignored. Further the continuance of Universal System will help to provide safety net to the poor against spiraling market prices of essential commodities. Though primarily employee of the PDS retail outlet should be made responsible for eradicating the problem of bogus cards, effective coordination between local bodies, revenue authorities and lead and link societies will alone be able to eradicate this problem.
PUBLIC DISTRIBUTION SYSTEM IN TAMILNADU
Public Distribution System is considered as principal instrument in the hands of State Governments for providing safety net to the poor against the spiralling rise in prices of essential commodities. In this regard Tamil Nadu sets a model in implementing the PDS as universal system. Here the involvement of the Cooperative Societies is noteworthy, since they cover more than 93 per cent of the FPS in Tamil Nadu. Further, the involvement of women SHGs in the distribution network ensures safety, transparency, and accessibility and above all reduced the transaction cost. Hence, this channel of distribution can be promoted. It was found in this study that problems like leakages, poor quality, under weighment, nonavailability of controlled as well as non-controlled articles during certain times, nonavailability of ration cards, bogus cards, etc., affect the efficiency of the system. Ensuring the availability of essential articles as per allotment as and when required by the cardholders, increased margin to cooperatives, and better salary to employees, reduction in the number of cards to be handled by a FPS, maintaining and updating the Notice Boards at every FPS, formation of vigilance committees at every FPS level and providing more role to women SHGs are the viable options put by the sample respondents to strengthen the PDS, which
cannot be ignored. Further the continuance of Universal System will help to provide safety net to the poor against spiraling market prices of essential commodities.
PUBLIC DISTRIBUTION SYSTEM IN COIMBATORE
Public Distribution System (PDS) programme in coimbatore has been introduced for achieving multiple objectives. Its primary objective is to provide subsidised foodgrains and other items of daily necessity such as oil, sugar and Kerosene etc. to weaker sections of the population The programme also aims to stabilise market prices of foodgrains in times of unusual inflationary tendencies, to provide food security to areas suffering from drought and similar natural calamities and manmade disasters, to provide support prices to farmers and to maintain buffer stock. The PDS programme is implemented in welfare state mode with universal beneficiary approach and hence it has been under criticism for being non-specific and wasteful. It has also been found to be an inadequate programme to fully address the food security problem of the poor and vulnerable. PDS is a centrally planned programme and each state in India implements the design set by the Central Government. PDS programme in coimbatore since the formation of the State in 1987 and comments briefly upon its effectiveness in delivery and addresses the food security issue for the poor.
1.2OBJECTIVES OF THE STUDY
Primary objective: ? To know the consumer satisfaction towards public distribution system Coimbatore (south). Secondary objective ? To know the perception of consumers towards public distribution system. ? To know the products that are frequently purchased by the consumers. ? To offer some suggestion to the government for betterment of public distribution system.
1.3 NEED FOR THE STUDY Poverty is a problem which is faced by the people. The government has taken more steps and programme to overcome the problem. Public distribution system was established to provide food at a subsidized rate.So the researcher has attempted to study the satisfaction and the perception of the consumer towards public distribution system in Coimbatore (south). The study also reveals some suggestion to the government for the betterment of their working of the public distribution system.
1.4 SCOPE OF THE STUDY ? The study has is based upon the consumer satisfaction towards the Public Distribution System in Coimbatore(south). ? The study is used to identify the products that frequently by the consumer and to analyze the perception towards the product. ? To offer some suggestions to the betterment of the product in pds.
1.5 LIMITATION OF THE STUDY Time period A period of 45 day was a little short for the investigator for an in depth study of the subject was not possible. Non co-operation There was certain degree of or reluctance shown by some consumers to answer for the questionnaire. Busy Investigator not collected information’s from consumers as they were busy because of some official matters. They were no available on their house. That was also one of the prime limitations.
1.6 RESEARCH METHODOLOGY Introduction Research methodology is the systematic way to solve the research problem. The methodology adopted for the current research work is submitted in the proceeding section of this chapter. Title of the Research work The title of research work is a study on consumer satisfaction towards public distribution system with special reference to Coimbatore (south) Research Design Descriptive research design is a scientific method which involves observing and describing the behavior of a subject without influencing it in any way.
Sampling design In order to carry out the current research work, the researcher used convenient sampling.
Sampling method Sampling is the process of collecting information as a representative part of the population. Sample size 150 are the sample size for the research work.
Area
1.Semmedu 2.Irrutupallam 3. Karunya Nagar 4. Poondi 5.Alandurai Data collection The methodology used for the project work is through the collection of primary and secondary data. Primary data Data collected by the investigator directly for the purpose of investigation is known as primary data. For this project work primary data mainly through. ? Personal interviews with general public. ? Questionnaires with consumers.
Secondary data The investigator may use of the data collected by other for the purpose of the investigation. This in know as secondary data. The main sources of secondary data needed to prepare this project report were obtained from: ? Books ? internet ? journals ? Magazine and government publication. Tools for analysis In correct to accomplish the objectives set out for this investors replies were classified according to the response of investors, with the help of frequency table. ? Percentage Analysis:
Percentage of respondents =
Number of respondents x 100 Total respondents
? Weighted Average Method: Under the weighted average inventory method, the cost of goods available for sale (beginning inventory plus net purchases) is divided by the number of units available for sale to obtain a weighted-average cost per unit. Ending inventory and cost of goods sold are then priced at this average cost.
ewx ew
Formula =
? Chi-square Chi-square test is an important non-parametric test. The analysis of dependent and independent variable.
(Oi ? Ei ) 2 Ei
Formula =
Here
Oi - Observed frequency
Ei – Expected frequency Df-degree of freedom Significant level-5%
CHAPTER – II 2.1 REVIEW OF LITERATURE
P.S.George (1974)1 has attempted to analyze public distribution of food grains and their income distribution effects in Kerala. He has tried to estimate the possible impact of rationing on incomes of the consumers using the relationship. The results for Kerala suggest that the system is economically viable. Further, ration rice, according to this study, accounted for a major share of rice consumption of consumers belonging to low income groups. Gupta basing on certain assumption has projected food grains requirements for PDS up to 1980, for all India, such projections are assumed to help policy makers in their procurement efforts. Subba Rao (1980)2has attempted to estimate food requirement for the State of Andhra Pradesh under certain assumptions. While working out these estimates he has assumed a supply level of 12 ozs. (340 grams) per consumption unit. He concluded that ultimately the benefit of public distribution is zero or negligible. Ravindra Kumar Verma(1983)3 The Public Distribution System (PDS) was introduced in virtually all the states of Ind ia, but Kerala’s PDS was the one which evolved as the most efficient and effective measure of food security. The salient features of the model were its universal coverage, high levels of utilisation, physical access made possible through a vast network of retail outlets, rural bias and progressive utilisation of the system. The present paper reveals the near breakdown of the system in Kerala after the introduction of the Targeted Public Distribution System (TPDS) and points out its wide ramifications. Madhura Swaminathan(1985)4 Evidence on calorie intake and nutritional outcomes establishes that chronic hunger and foodin security persist today on a mass scale in India. !e liberalization-induced policy of narrowtargeting of the Public Distribution System (PDS), a programme of food security that provides aminimum quantity of cereals at subsidized prices, has resulted in worsening food insecurity. Recentevidence from the 61st round of the National Sample Survey in 2004-2005 establishes that targetinghas led to high rates of
exclusion of needy households from the system and clear deterioration ofcoverage in States like Kerala where the universal PDS was most effective. Fathima P. Jacob., (1992)5 Public Distribution System in India is a consumer side intervention in the food market. There are two basic aspects of evaluating the effects of policy intervention in Public Distribution System. One is to analyze the overall percapita availability of cereals and other is percapita consumption and it’s the government policy to ensure whether the objectives of the Public Distribution System has been achieved. K.S Chandresekar( 1999)6analysed the working of the public distribution system in Thirunelveli district such as allotment, liftment and off take of essential commodities in the district. He highlighted the problems of public distribution system in Thirunelveli district such as poor quality of essential commodities supplied, non-display of information on the notice boards regarding the availability of commodities and business hours not convenient to cardholders. Suryanarayana (2000)7in his study contest the view the that poverty in India has declined i n the suitability of the database and its implications for the observed trends in poverty estimates in the context of structural changes in the rural economy. He contends that the statistical estimates do not show a real reduction in poverty but only a reduction in over estimation of poverty for the initial year followed by its under estimation for the later years. Ahmed Tritah (2003)8Using propensity score matching methods I found That while the PDS has a poor record on reaching the poor, conditional On having access to PDS, the subsidy is entirely consumed. Moreover I found that food subsidies going through the PDS exert a multiplier Effect on quantity consumed. This findings point to a revaluation Of the impact of PDS with respect to its main objective which is food Security. I propose a new poverty measure, integrating the food content of poverty lines and shows that relative to this poverty line PDS has benefited the poor. Subramanian(2004)9examined
the relative significance of various factors
accounting for poverty in rural Tamil Nadu. The study showed that the level of poverty was positively associated with inequality in consumption and negatively associated with real wage rate and net domestic product in agriculture per head of rural population. If
ameliorative measure are to be thought of top priority should be given to the reduction in
inequality of consumption compared to raising real wage rate and net domestic product in agriculture per head of rural population. Thanga Pandian(2005)10 He stated that the essential commodities would be supplied on all the days of a month at the convenience of the public instead of supplying them on certain specific days. He has offered employees of Fair Price Shop some suggestion like attend their work in time and distribute the commodities with correct weight without making them stand in long queues. Jos Mooij (2006)11According to him the network of Public Distribution System dealers was quite reasonable. There was one PDS dealers allocated for every 1,630 people. He stated that only a part of the Public Distribution System food grain reached the cardholders, many poor people had no red cards. Food grains were often not reaching the PDS shops in the villages. He concluded that, there was large scale misappropriation of food grains at all levels. The distribution of cards to BPL families was unsatisfactory. Mahadavappa Eraiah, ( 2008)12 He explained about the purpose of Public
Distribution System was to act as price supporting programmes for the consumers during the periods of food shortage of the 1960. On the other it acted as an instrument of price stabilization and become a countervailing force against private traders who were try to exploits the situation of security of food. The basic aim was to provide essential commodities like rice, wheat, sugar, and edible oil and kerosene at subsidized prices. However the supply of food under Public Distribution System made a clear demarcation between urban rural consumers. Manharan,(2009)13 has observed that the central government takes measures to uplift the poorest people through this effective welfare schemes. Most of the below poverty line and under nutritious people are provided food grains through Public Distribution System at free of cost. Most backward districts and trial belts are benefited by this scheme and food security is also provided by the central government with the cooperation of State Government . Somesh Srivastava (2010)14The Government of India is making frantic efforts to tackle the food security issue. The country has more than 300 million hungry and malnourished people. On the other hand thousands of tonne food grain is rotting in Government granaries. There is certainly a management problem. There is requisite policy
deficit also. The Government is trying hard to address both. Scholars and social activists are suggesting universal public distribution system. But it can complicate the issues further. Cash credit limit accounts facility in banks for above poverty line population (APL) can go a long way in addressing the food security problem of India. Dr. B. K. Gairola (2011)15Public Distribution System in the country facilitates the supply of food grains to the poor at a subsidised price. Essential items such as Selected cereals, sugar and kerosene at subsidized prices to holders Of ration cards is the objective of efficient Public Distribution System. The PDS also helps to modulate open - market prices for commodities That is distributed through the system. Government accords great Importance to the objective of measuring outcomes of PDS so as to Ensure that equal distribution system serves up the purpose for which it was set up.
REFERENCE 1. P.S.George, “Food Security: Pds Vs. Egs – A Tale Of Two States, Economic And Political Weekly”, 4 April 1974, Volume No:31 Issue No:4:, Page No17-35. 2. Subba Rao, Food Security: Pds Vs. Egs – A Tale Of Two States, Economic And Political Weekly”,10 November 1980, Volume No:23 Issue No:7:, Page No:64-72. 3. Ravindra Kumar Verma, “Food Security and the Targeted Public Distribution System in India ”, 22 June 1983, Volume no: 10, issue no: 10, page no:33-37
4. Madura Swaminathan,” Performance Evaluation of Targeted Public Distribution System (TPDS)” , October 1985,volume no: 7,issue no: 15 page no:234-246.
5. Fathima P. Jacob,” The management of Public Distribution System in India – A dynamic perspective ( The case of Tamil Nadu)”, march 1992, volume no:12, issue no:9,page no: 2603 – 2607.
6. K.S Chandresekar , “Working of Public distribution system in Tirunelveli District, Tamil Nadu – A study with special reference to essential commodities” , April 1999,
7. Suryanarayana , “Economic and Political Weekly”,2000, Volume no:35 , issue no:6,page no: 2129 – 2137.
8. Ahmed Tritah,“ The Public Distribution System in India: Counting the poor from making the poor count” july 2003 ,page no:456-472.
9. Subramanian, “ Food Security and the Targeted Public Distribution System in India”, November 2004, page no: 123-134.
10. Thanga Pandian, “Civil Society Engagement and India’s Public Distribution System: Lessons from the Rationing”,October 2005 11. Jos Mooij, “Food policy and politics: The political economy of the public distribution system in India”, Economic and Political weekly, August 2000. 12. Mahadavappa Eraiah, “ Food Security and the Targeted Public Distribution System in India”, june 2008.
13. Manharan , ,“ The Public Distribution System in India: Counting the poor from making the poor count” december 2009 ,page no:245-256. 14.Somesh Srivastava, “International Journal of Politics and Good Governance”,volume no:1,issue no:4,page no: 976 – 1195 15. B. K. Gairola, “informatics”, January 2011,volume no:11,issue no:4,page no:12-17.
CHAPTER-III
3. INTRODUCTION TO PDS 3.1 INTRODUCTION The prime objective of the State food policy is to eliminate hunger and poverty by ensuring food security to all the people. The Government of Tamil Nadu has been implementing universal public distribution system to realize this objective. Adequate availability of food grains at an affordable rates and ensure easy access of public distribution system outlets by establishing it in close proximity to habitations are the key parameters on which the system of public distribution is being built. Though targeted public distribution system (TPDS) is advocated by Government of India, Government of Tamil Nadu is not in favour of rigid targeting, as it may lead to exclusion of large number of genuine BPL families and vulnerable APL families thereby depriving them from the benefit of public distribution system. Poverty being a dynamic and relative concept, accurate estimation is not possible in the absence of an acceptable criteria and methodology. The process of identifying BPL families is also fraught with errors and bias resulting in high levels of exclusion of deserving families. Further due to unforeseen natural calamities like droughts, floods and disaster, etc., a large number of vulnerable APL families may be forced into poverty trap again. Our rigid government system will not be able to respond quickly to such situation. Therefore targeting a specific segment of population as BPL or APL and excluding large number of vulnerable families under public distribution system is felt administratively unacceptable and socially risky to the Government. Thus, out of its own experience Government of Tamil Nadu feels that universal public distribution system assures better food security to people. Rising prices of essential commodities is a great concern to this Government. This Government with foresight launched special public distribution system scheme on 14.04.2007 and supplied essential commodities like tur dhall, urid dhall, palmolein oil and wheat products at subsidised rates to card holders through fair price shops to protect the poor and middle class families. Apart from this, a packet containing 10 items of spices and condiments is also supplied to cardholders at a subsidised rate. Though, the prices of dhall and sugar spiraled up during recent times, with an object of protecting the poor people from the burden of price rise,
the State Government has continued the same concessional issue price to cardholders by increasing the food subsidy during 2009-10 from the earlier budgeted provision of Rs.2800 crores to Rs.4000 crores. Protecting consumers from unfair tradepractices in the changing business environment and to create awareness and guide them for taking appropriate legal remedies is another vital function of this department. Creating awareness among consumers, providing legal and institutional framework for getting effective and quick remedies through State Consumer Disputes Redressal Commission and District Consumer Disputes Redressal Fora are the focus of the consumer welfare policy of this Government. Tamil Nadu follows universal public distribution system, under which no distinction is made between BPL and APL families. Though, Government of India is advocating targeted public distribution system (TPDS), state is of the opinion that effective targeting of BPL is not administratively feasible and socially risky as it may lead to large scale exclusion errors depriving genuine BPL and vulnerable families from the benefit of public distribution system. Targeting is not followed in the State for the
Following reasons: (i) Poverty being a relative concept, there is no acceptable criteria or methodology for errorfree enumeration, as indexing method is also not free from defects. There are chances of large exclusion error, as seen in many other States implementing TPDS, resulting in high social cost. (ii) Poverty being a dynamic one, the status of a family at the time of enumeration keeps changing. Natural calamities like drought, flood may alter the position drastically and push large number of vulnerable APL families into poverty trap. The Government system may not be flexible enough to react quickly to such a situation. (iii) Problems of agency bias in enumeration and field-level problems in enumeration makes targeting an administratively difficult task and more risky in terms of attaining the goal of better food security. Thus, the State Government, out of its own experience feels that universal public distribution system assures better food security compared to targeted public distribution
system. However, this state is following limited targeting by providing AAY cards to cardholders identified by local bodies as poorest among the poor. Enactment of National Food Security Act is under serious consideration of the Government of India wherein all BPL families assured of supply of 25 kilogram per month. This Government has suggested that Government of India should undertake BPL survey with flexible criteria to accommodate vulnerable APL families for implementing the Act effectively. The “NSS Report No. 508: Level and Pattern of Consumer Expenditure, 2004 05” indicates that rice constitutes 93% of cerealsn consumed in rural areas while it is 91% in urban areas. The report also indicates that the rice consumption per head per month in rural areas is 10.165 kg and 8.632 kg in urban areas. Public Distribution System in Tamil Nadu is regulated by Civil Supplies and Consumer Protection Department. At district level, the department is headed by a District Supply and Consumer Protection Officer, while in Chennai city it is headed by Deputy Commissioner & District Consumer Protection Officer. District Collectors are responsible for coordinating and monitoring implementation of public distribution system in all districts, except Chennai. The Joint Commissioner supervises public distribution system in Chennai and its sub-urban areas. Tamil Nadu Civil Supplies Corporation (TNCSC) is a wholesale agency which lifts stocks from Food Corporation of India and stores essential commodities in its 220 operational godowns spread all over the State. From the Tamil Nadu Civil Supplies Corporation operational godowns, stocks are moved by lead cooperative societies and delivered at the doorsteps of fair price shops. Similarly, sugar is moved by Tamil Nadu Civil Supplies Corporation from the respective cooperative/private sugar mills and distributed through its operational godowns. Every year, transport contractors are appointed for movement of goods from Food Corporation of India godowns to Tamil Nadu Civil Supplies Corporation operational godowns. Likewise, cooperatives also engage their own transport contractors through open tender system for moving stocks from Tamil Nadu Civil Supplies Corporation operational godowns to public distribution system outlets. Tamil Nadu Civil Supplies Corporation also procures various other essential commodities for special public distribution system directly from the market through tenders or through designated Government of India agencies In the case of kerosene, cooperative societies or Tamil Nadu Civil Supplies
Corporation take delivery from storage points of wholesale dealers and transport them in barrels to fair price shops. In the case of kerosene bunks, stocks are moved through tankers. Movement of commodities to fair price shops is regulated through pre designated route charts to prevent enroute diversion. A system of advance liftment is followed wherein 60% of previous month’s allotments are lifted and supplied to each fair price shop without waiting for the allotment orders. Availability of sufficient stocks in fair price shops is monitored by District Collectors, officials of Civil Supplies department, Revenue and Cooperative departments. Based on entitlements, net allotment is made after taking into account closing stock every month. Based on allotments, commodities are indented by respective agencies running fair price shops and taken delivery according to the sales and storage space in shops. Thus, availability of essential commodities is ensured in all public distribution system outlets.
TARGETTED PUBLIC DISTRIBUTION SYSTEM The Targeted Public Distribution System (TPDS) was launched in 1997 to benefit the poor and to keep the budgetary food subsidies under control to the desired extent following failure of the earlier PDS system. Conceptually, the transition from universal PDS to TPDS was a move in right direction, as it was designed to include all the poor households and raise the unit subsidy and ration quota considerably for them. The objective of keeping the budgetary consumersubsidy in check was proposed to be met through sale of food grains to APL households at Economic Cost and confining the budgetary food subsidy to about sixty five million identified BPL families. Though the supply of the requisite quantity of food grains for distribution at BPL prices was to come from the Central Pool, the success of TPDS in terms of meeting its stated objectives depended largely on the ability of State Governments in identifying the genuine poor families, restricting the number of poor families to the number estimated by Planning Commission and in putting in place an effective and efficient delivery system. At the instance of the Planning Commission and the Ministry of Consumer Affairs, Food & Public Distribution, Programme Evaluation Organisation took up the evaluation of
TPDS to reflect on the following issues • Efficacy of the delivery mechanism in improving access to PDS for the poor; • Off-take by the poor and its determinants; • Viability of Fair Price Shops (FPSs) & its implications; • Types and magnitudes of targeting errors and their implications on welfare and budgetary consumer subsidy; • Extent of leakages and diversions of subsidized food grains; • Delivery cost across the States; and • Overall performance of TPDS.
ADMINISTERING PUBLIC DISTRIBUTION SYSTEM Department of Civil Supplies and Consumer Protection is the nodal department for administering the public distribution system. The officials of this department at state level, district level and at taluk level coordinate with the cooperation department which runs large number of fair price shops and Tamil Nadu Civil Supplies Corporation which procures, stores and supply the essential commodities to public distribution outlets. Civil Supplies CID is the special police enforcement wing looking after enforcement besides the usual enforcement staff functioning under the Civil Supplies department. Public distribution system administration broadly consists of the family card management and distribution of essential commodities. Card management involves issue of new cards, mutations, deletions, additions and regular up dation and reconciliation of the card data. Distribution of essential commodities involves monthly allotment, monitoring the movement, distributions, inspections, preventive measures to curb diversion, etc. The Taluk Supply Office/City Zonal Office being the nodal point for public contact on the redressal of grievances regarding family cards and distribution of essential commodities, this government is making all efforts to make these offices public friendly. Simplifying the procedure for new card issue, mutations, responsive public grievances redressal mechanism, e-governance solutions to improve service level, intensive drive to eliminate bogus cards, intensive inspection and strict enforcement of law to curb illicit diversion are few measures to be indicated.
GOALS OF PUBLIC DISTRIBUTION SYSTEM The goal of PDS does not restrict itself with the distribution of rationed articles. Making available adequate quantities of essential articles at all times, in places accessible to all, at prices affordable to all and protection of the weaker section of the population from the vicious spiral of rising prices is the broad spectrum of PDS. More specifically, the goals of PDS are: ? Make goods available to consumers, especially the disadvantaged /vulnerable sections of society at fair prices. ? Rectify the existing imbalances between the supply and demand for consumer goods; Check and prevent hoarding and black marketing in essential commodities. ? Ensure social justice in distribution of basic necessities of life. ? Even out fluctuations in prices and availability of mass consumption goods. ? Support poverty-alleviation programmes, particularly, rural employment programmes, (SGRY/SGSY/IRDP/ Mid day meals, ICDS, DWCRA, SHGs and Food for Work and educational feeding programmes).
3.2 CONSUMER SATIFICATION MEANING Essentially, consumer satisfaction is the extent to which consumers are happy with the products or services provided by a business. It is an important concept in business, because happy customers are those most likely to place repeat orders and explore the full range of services offered. DEFINITION According to the Department of Marketing at Washington University, there is no single definition of consumer satisfaction. However, all the definitions in the literature and from consumers describe consumer satisfaction as a reasoned or emotional response to a product, service or consumer experience at a particular time. MEASUREMENT Consumer satisfaction can be measured using survey techniques and questionnaires. Questions typically include an element of emotional satisfaction coupled with an element of behavioral satisfaction, or loyalty to a particular product or service. FACTORS AFFECTING CONSUMER SATISFACTION Consumers are most likely to report satisfaction with goods and services if they are made to feel "special" by the provider. In other words, if the staff of a company pays attention to the individual needs of its customers, before, during and after the sales process, they are more likely to return. Consumer satisfaction is the overall impression of consumer about the supplier and the products and services delivered by the supplier. Following are the important factors that could affect consumer satisfaction:
? ? ? ? ? ? ? ? ? ?
Departmentwise capability of the supplier. Technological and engineering or re-engineering aspects of products and services. Type and quality of response provided by the supplier. Supplier’s capability to commit on deadlines and how efficiently they are met. Consumer service provided by the supplier. Complaint management. Cost, quality, performance and efficiency of the product. Supplier’s personal facets like etiquettes and friendliness. Supplier’s ability to manage whole consumer life cycle. Compatible and hassle free functions and operations.
The above factors could be widely classified under two categories i.e. suppliers behavior and performance of product and services. The supplier’s behavior mostly depends on the behavior of its senior subordinates, managers and internal employees. All the functional activities like consumer response, direct product and maintenance services, complaint management etc. are the factors that rely on how skillful and trained the internal and human resources of the supplier are. The second category is regarding all the products and services. This depends on the capability of supplier to how to nurture the products and service efficiently and how skilled the employees are. It’s all about how the skills are implemented to demonstrate engineering, re-engineering and technological aspects of the products and services. The quality and efficaciousness of the products is also an important factor that enables compatible and hassle free functions and operations. This bears to lower maintenance and higher life of the product which is highly admired by the consumers. If the product is having some problem or compatibility issues and requires frequent maintenance and support than the consumers could get irritated and possibilities of sudden divert is there which lead to supplier’s financial loss. In the same way if the product is expecting huge amount of financial and manual resources then consumers could get a feeling of dissatisfaction and worry. However, if these aspects are handled efficiently by giving class services and dealing with complaints effectively then dissatisfied consumers could be converted into long time satisfied consumers and retaining them becomes easy.
It is practically impossible for the supplier to provide all the above explained features. There are always some positive as well as negative features in products and services which could lead to delight or irritate consumers. The final opinion is the sum of overall experiences which a consumer percept. But it is also true that more the positive aspects, the more the consumer is satisfied. Hence the aim of the supplier should be always to enhance these positive feelings among all the consumers to increase consumer satisfaction. The supplier must identify how to enhance these positive aspects to maximum level by analyzing the consumer’s data and information using CRM system. The individual liking and disliking of consumers differ from consumer to consumer. It is hence required to target a consumer and identify individual requirement to make them satisfied. Having discussed the above factors that affect consumer satisfaction we can say that higher the satisfaction level, higher is the sentimental attachment of consumers with the specific brand of product and also with the supplier. This helps in making a strong and healthy consumer-supplier bonding. This bonding forces the consumer to be tied up with that particular supplier and chances of defection are very less. Hence consumer satisfaction is very important panorama that every supplier should focus on to establish a renounced position in the global market and enhance business and profit.
CHAPTER-IV 4.1 ANALYSIS AND INTERPRETATION
TABLE-4.1 GENDER OF THE RESPONDENT
S.NO 1 2
GENDER Male Female Total
NO OF RESPONDENT 88 62 150
PERCENTAGE 59 41 100
INTERPRETATION: From the above table we inferred that 58% of the respondents are male and 41% of the respondents are female. CHART NO-4.1 GENDER OF THE RESPONDENT GENDER
100
Percentage
80 60 40 20 0 male female
Gender
TABLE-4.2 AGE OF THE RESPONDENT
S.NO 1 2 3 4
AGE Below 21-30 31-40 Above TOTAL
NO OF RESPONDENT 6 32 44 68 150
PERCENTAGE 4 21 29 45 100
INTERPRETATION: From the above table it is inferred that 45% of the respondent are above 40, 29% of the respondent are between 31-40, 21% of the respondent are between 21-30 and 4% of the respondent are below 20. CHART NO-4.2 AGE OF THE RESPONDENT
AGE
80 70 60 50 40 30 20 10 0 68 44 32
Percentage
6 Below 20 21-30 31-40 Above 40
Age
TABLE-4.3 MARITAL STATUS OF RESPONDENT
S.NO 1 2 3
MARITAL STATUS Married Un Married Divorce Total
NO OF RESPONDENT 78 68 4 150
PERCENTAGE 52 45 3 100
INTERPRETATION: From the above table it is inferred that 52 % of the respondent are Married, 45% of the respondent are unmarried and 3% of the respondent are divorce. CHART NO-4.3 MARITAL STATUS OF RESPONDENT MARITAL STATUS
80
Percentage
60 40 20 0 Married Un Married
Divorce
Marital Status
TABLE-4.4 EDUCATION QUALIFICATION OF THE RESPONDENT S.NO 1 2 3 4 EDUCATION QUALIFICATION School Level Diploma Graduation Others Total NO OF RESPONDENT 60 32 46 12 150 PERCENTAGE 40 21 31 8 100
INTERPRETATION: From the above table it is inferred that 40% of the respondent are school level , 30% of the respondent are graduate, 21% of the respondent are diploma and 8% of the respondent are others. CHART NO-4.4 EDUCATION QUALIFICATION OF THE RESPONDENT EDUCATION QUALIFICATION
70 60
Percentage
50 40 30 20 10 0 School Level Diploma Graduation Others
Education Qualification
TABLE-4.5 OCCUPATION OF THE RESPONDENT
S.NO
OCCUPATION
NO OF RESPONDENT
PERCENTAGE
1 2 3 4 5
Government Employee Private Employee Farmer Business Man Other Total
28 68 18 32 4 150
19 45 12 21 2 100
INTERPRETATION: From the above table it is inferred that 45% of the respondent are private employees , 21% of the respondent are business man, 19% of the respondent are government employees ,12% of the respondent are farmer and 3% of the respondent are others. CHART NO-4.5 OCCUPATION OF THE RESPONDENT
OCCUPATION
80 70 60 50 40 30 20 10 0 Government Employee Private Employee Farmer Business Man Other
percentage
Occuption
TABLE -4.6 MONTHLY INCOME OF THE RESPONDENT S.NO 1 2 3 4 5 MONTHLY INCOME Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 TOTAL NO OF RESPONDENT 24 36 34 24 32 150 PERCENTAGE 16 24 23 16 21 100
INTERPRETATION: From the above table it is inferred that 24% of the respondents belong to the income level of below 5000-10000 , 23% of the respondents belong to the income level 10000 to 15000, 21% of the respondents belong to the income level of above, where as 16% of the respondents belong to the income level below 5000 and 16% of the respondents belong to the income of 15000-20000. CHART NO-4.6 MONTHLY INCOME OF THE RESPONDENT
MONTHLY INCOME
21%
16% BELOW 5000 5000-10000 10000-15000
16%
24%
15000-20000 ABOVE 20000
23%
TABLE -4.7 THE KIND OF CARD HOLDERS
S.NO 1 2 3
COLOR Green White Brown Total
NO OF RESPONDENT 96 48 6 150
PERCENTAGE 64 32 4 100
INTERPRETATION: From the above table it is inferred that 64 % of the respondents are green card holder , 32 % of the respondents are white card holder while the remaining 4% of the respondents are brown . CHART NO-4.7 THE KIND OF CARD HOLDERS THE KIND OF CARDS
120 100
Percentage
80 60 40 20 0 Green White Brown
Kinds Of Cards
TABLE-4.8 PRICE OF THE PRODUCT IN PDS
S.NO
OPINION REGARDING PRICE
NO OF RESPONDENT
PERCENTAGE
1 2 3
High Medium Low Total
36 63 51 150
24 42 34 100
INTERPRETATION: From the above table it is inferred that 42% of respondent told that the price are medium, 34% of respondent told that the price are low and the remaining 24 % of respondent are told that the price are high. CHART NO-4.8 PRICE OF THE PRODUCT IN PDS OPINION REGARDING PRICE
70 60
Percentage
50 40 30 20 10 0 High Medium Low
Opinion Regarding Price
TABLE-4.9 PRODUCTS FREQUENTLY PURCHASED BY THE RESPONDENT
PRODUCT
TOTAL
PERCENTAGE
RICE WHEAT COOKING OIL SUGAR KEROSENE DHALL RAVA MAIDA TOTAL
38 18 22 24 28 8 10 2 150
25% 12% 15% 16% 19% 5% 6% 1% 100
INTERPRETATION: From the above table it is clearly inferred that 25 % of the respondents are depend on rice , 19 % of the respondents are depend on kerosene oil, 16% of the respondents are depend on sugar ,15%of the respondents are depend on cooking oil , 12% of the respondents are depend on 7% of the respondents are depend on rava, 5 % of the respondents are depend on dhal and 1% of the respondents are depend on Maida.
CHART NO-4.9 PRODUCTS FREQUENTLY PURCHASED BY THE RESPONDENT PRODUCT FREQUENTLY PURCHASED IN PDS
1% 7% 5% 25% RICE WHEAT COOKING OIL 19% 12% 16% SUGAR KEROSENE DHALL RAVA 15% MAIDA
TABLE-4.10 COMFORTABLE DAY FOR PURCHASE
S.NO
COMFORTABLE DAY
NO OF RESPONDENT
PERCENTAGE
1 2 3 4 5 6 7
Monday Tuesday Wednesday Thursday Friday Saturday Sunday Total
12 8 20 28 22 22 38 150
8 5 13 19 15 15 25 100
INTERPRETATION: From the above table it is inferred that 8% of respondent are comfortable with Monday, 5% of respondent are comfortable with Tuesday , 13% of respondent are comfortable with Wednesday , 19% of respondent are comfortable with Thursday , 15% of respondent are comfortable with the Friday , 15% of respondent are comfortable with Saturday and 25 % of respondent are comfortable with Sunday .
CHART NO-4.10 COMFORTABLE DAY FOR PURCHASE
COMFORTABLE DAY
40 35 30 25 20 15 10 5 0
Percentage
Comfortable Day
TABLE-4.11 CONVENINENT STORE LOCATION S.NO 1 2 3 4 5 LEVEL OF SATISFACTION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 42 66 34 6 2 150 PERCENTAGE 28 44 22 4 1 100
INTERPRETATION: The above table shows that 44% of the respondents are satisfied, 28% of the respondent are highly satisfied , 23% of the respondent are satisfied , 4% of the respondent are dissatisfied , while the remaining 1% of the respondents are highly dissatisfied.
CHART NO-4.11 CONVENINENT STORE LOCATION
CONVENIENT STORE LOCATION
70 60
Percentage
50 40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Convinent Store Location
TABLE-4.12 WORKING HOURS S.NO 1 2 3 4 5 LEVEL OF SATISFACTION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 20 88 28 8 6 150 PERCENTAGE 13 59 19 5 4 100
INTERPRETATION: The above table shows that 59% of the respondents are satisfied , 19% of the respondent are neutral , 13% of the respondent are highly satisfied , 5% of the respondent are dissatisfied , while the remaining 4% of the respondents are highly dissatisfied. CHART NO-4.12 WORKING HOURS
WORKING HOURS
100
Percentage
80 60 40 20 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Working Hours
TABLE-4.13 PRICE S.NO 1 2 3 4 5 LEVEL OF SATISFACTION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 36 74 32 6 2 150 PERCENTAGE 24 49 21 4 1 100
INTERPRETATION: The above table shows that 49% of the respondents are satisfied , 24% of the respondent are highly satisfied , 21% of the respondent are neutral , 4% of the respondent are dissatisfied , while the remaining 1% of the respondents are highly dissatisfied.
CHART NO-4.13 PRICE PRICE
1% 4% 24% 21% Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied 50%
TABLE-4.14 SERVICE
S.NO 1 2 3 4 5
LEVEL OF SATISFICATION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
NO OF RESPONDENT 12 34 70 26 8 150
PERCENTAGE 8 23 47 17 5 100
INTERPRETATION The above table shows that 47% of the respondents are neutral , 23% of the respondent are satisfied , 18% of the respondent are dissatisfied , 8% of the respondent are highly satisfied , while the remaining 5% of the respondents are highly dissatisfied. CHART NO-4.14 SERVICE SERVICE
70 60 50 40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Percentage
Service
TABLE-4.15 DISPLAY OF GOODS LIST S.NO NO OF RESPONDENT 36 20 50 30 14 150 PERCENTAGE 24 13 33 20 9 100
LEVEL OF SATISFACTION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
1 2 3 4 5
INTERPRETATION The above table shows that 47% of the respondents are neutral , 23% of the respondent are satisfied , 18% of the respondent are dissatisfied , 8% of the respondent are highly satisfied , while the remaining 5% of the respondents are highly dissatisfied. CHART NO-4.15 DISPLAY OF GOODS LIST DISPLAY OF GOODS LIST
70 60
Percentage
50 40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Display Of Goods List
TABLE-4.16 FESTIVAL OFFERS S.NO 1 2 3 4 5 FESTIVAL OFFERS Highly Satisfied Satisfied Netural Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 28 62 32 10 18 150 PERCENTAGE 19 41 21 7 12 100
INTERPRETATION The above table shows that 41% of the respondents are satisfied , 21% of the respondent are neutral , 19% of the respondent are highly satisfied , 12% of the respondent are highly dissatisfied , while the remaining 7% of the respondents are dissatisfied. CHART NO-4.16 FESTIVAL OFFERS FESTIVAL OFFERS
70 60 50 40 30 20 10 0 Highly Satisfied Satisfied Netural Dissatisfied Highly Dissatisfied
Percentage
Festival Offers
TABLE-4.17 QUALITY S.NO 1 2 3 4 5 QUALITY Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 36 58 28 12 16 150 PERCENTAGE 24 39 19 8 11 100
INTERPRETATION: The above table shows that 39% of the respondents are satisfied, 24% of the respondent are highly satisfied and 19% are neutral about it, and 11% are highly dissatisfied, while the remaining 8% of the respondents are dissatisfied. CHART NO-4.17 QUALITY QUALITY
70 60
Percentage
50 40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Quality
TABLE-4.18 QUANTITY S.NO 1 2 3 4 5 QUANTITY Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 32 28 58 14 18 150 PERCENTAGE 21 19 39 9 12 100
INTERPRETATION The above table shows that 39% respondents are neutral, 21% are highly satisfied and 19% are satisfied about it, and 12% are dissatisfied, while the remaining 9% of the respondents are dissatisfied. CHART NO-4.18 QUANTITY QUANTITY
60 50
Percentage
40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Quantity
TABLE-4.19 PACKAGING S.NO 1 2 3 4 5 PACKAGING Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 48 36 22 26 18 150 PERCENTAGE 32 24 15 17 12 100
INTERPRETATION the above table shows that 32% respondents are highly satisfied, 24% are satisfied and 17% are dissatisfied about it, and 15% are neutral, while the remaining 12% of the respondents are highly dissatisfied. CHART NO-4.19 PACKAGING PACKAGING
12% 32% 17% Highly Satisfied Satisfied Neutral Dissatisfied 15% 24% Highly Dissatisfied
TABLE-4.20 AVAILABILITY S.NO 1 2 3 4 5 LEVEL OF SATISFICATION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
NO OF RESPONDENT 28 36 22 36 28 150
PERCENTAGE 19 24 15 24 19 100
INTERPRETATION: The above table shows that 24% respondents are satisfied, 24% are dissatisfied,19% of the respondents are highly dissatisfied ,19% are highly satisfied, and while the remaining 15% of the respondent are neutral. CHART NO-4.20 AVAILABILITY AVAILABILITY
40 35 30 25 20 15 10 5 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Percentage
Availability
TABLE-4.21 LOW QUALITY OF PRODUCTS S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total
NO OF RESPONDENT 18 36 28 44 24 150
PERCENTAGE 12 24 19 29 16 100
INTERPRETATION: The above table shows that 29% respondents are agree , 24% are disagree ,19% are neutral about it, 16% are highly agree , while the remaining 12% of the respondents are highly disagree. CHART NO-4.21 LOW QUALITY OF PRODUCTS LOW QUALITY OF PRODUCTS
50 45 40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
percentage
Low quality of products
TABLE-4.22 IMPROPER QUALITY
S.NO 1 2 3 4 5
LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total
NO OF RESPONDENT 22 20 32 24 52 150 15 13 21 16 35
PERCENTAGE
100
INTERPRETATION: The above table shows that 35% respondents are highly agree , 21% are neutral about it, 16% of the respondent are agree, 15% are highly disagree , while the remaining 14% of the respondents are disagree. CHART NO-4.22 IMPROPER QUALITY IMPROPER QUALITY
60
Percentage
50 40 30 20 10 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
Improper Quality
TABLE-23 PROPER BALANCE AMOUNT S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total
NO OF RESPONDENT 20 26 34 30 40 150
PERCENTAGE 13 17 23 20 27 100
INTERPRETATION: The above table shows that 27% respondents are highly agree , 23% are neutral about it, 20 % of the respondent are agree 17% are disagree , while the remaining 13% of the respondents are highly disagree. CHART NO-4.23 PROPER BALANCE AMOUNT PROPER BALANCE AMOUNT
Percentage
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Proper balance amount
TABLE-4.24 UN AVAILABILITY OF PRODUCTS S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total NO OF RESPONDENT PERCENTAGE 8 24 28 40 50 150 5 16 19 27 33 100
INTERPRETATION: The above table shows that 33% respondents are highly agree , 27% are agree, 19 % of the respondent are neutral about it, 16% are disagree , while the remaining 5% of the respondents are highly disagree. CHART NO-4.24 UN AVAILABILITY OF PRODUCTS UN AVAILABILITY OF PRODUCTS
5% 33%
16%
Strongly Disagree Disagree 19% Neutral Agree Strongly Agree
27%
TABLE-4.25 DISTRIBUTING OF OLD STOCK S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total NO OF RESPONDENT 18 24 16 32 60 150 PERCENTAGE 12 16 11 21 40 100
INTERPRETATION: The above table shows that 40% respondents are highly agree , 21% are agree , 16% are disagree , 12% of the respondent are highly disagree, and while the remaining 11% of the respondent are neutral about it .
CHART NO-4.25 DISTRIBUTING OF OLD STOCK DISTRIBUTING OF OLD STOCK
60 60 50
Percentage
40 30 20 10 0 Strongly Disagree Disagree Neutral 24 18 16
32
Agree
Strongly Agree
Distributing of old stock
TABLE-4.26 LOW RESPONSE FROM STORE INCHARGE S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total NO OF RESPONDENT 16 22 26 32 54 150 PERCENTAGE 11 15 17 21 36 100
INTERPRETATION The above table shows that 36% respondents are highly agree , 21% are agree, 17 % of the respondent are neutral about it, 15% are disagree , while the remaining 11% of the respondents are highly disagree. CHART NO-4.26 LOW RESPONSE FROM STORE INCHARGE LOW RESPONSE
60 50
Percentage
40 30 20 10 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
Low Response
TABLE-4.27 LONG WAITING HOURS
S.NO 1 2 3 4 5
LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total
NO OF RESPONDENT 6 12 16 66 50 150
PERCENTAGE 4 8 11 44 33 100
INTERPRETATION: The above table shows that 44% respondents are agree , % are highly agree and 11% are neutral about it, and 8% are disagree , while the remaining 4% of the respondents are highly disagree.
CHART NO-4.27 LONG WAITING HOURS LONG WAITING HOURS
70 60 50 40 30 20 10 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
Percentage
Long waiting hours
TABLE-4.28 INVALIDITY OF MEASURING DEVICE S.NO 1 2 3 4 5 LEVEL OF AGREEMRNT Strongly Disagree Disagree Neutral Agree Strongly Agree Total NO OF RESPONDENT 20 22 32 40 36 150 PERCENTAGE 13 15 21 27 24 100
INTERPRETATION: The above table shows that 27% respondents are agree , 21% are HIGHLY agree and 21% are neutral about it, and 15% are disagree , while the remaining 13% of the respondents are highly disagree. CHART NO-4.28 INVALIDITY OF MEASURING DEVICE INVALIDITY OF MEASURING DEVICE
45 40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
Percentage
Invalidity Of Measuring Device
TABLE-4.29 ENOUGH STORAGE CAPACITY IN STORE S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total NO OF RESPONDENT 16 10 48 44 32 150 PERCENTAGE 11 7 32 29 21 100
INTERPRETATION: The above table shows that 32% of the respondents are neutral about it , 29% of the respondent are agree , 21% of the respondent are highly agree, and 11% of the respondent are highly disagree , while the remaining 7% of the respondents are disagree. CHART NO-4.29 ENOUGH STORAGE CAPACITY IN STORE STORE CAPACITY
50
Percentage
40 30 20 10 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
Enough Storage Capacity
WEIGHTED AVERAGE METHOD TABLE NO-4.30 LEVEL OF SATISFICATION TOWARDS PDS S.NO 1 2 3 4 5 6 7 8 9 10 Mean score PARTICULARS Convenient Store Location Working Hours Price Service Display Of Goods List Festival Offers Quality Quantity Packaging Availability TOTAL SCORE 2.07 2.09 2.28 2.89 2.77 2.52 2.43 2.72 2.53 3.00 2.53
INTERPRETATION: From the above table it is inferred that the mean score is 2.53. The factors such as
service,display of goods list,quantity& availability scores are above 2.53.such as 2.89,2.77,2.72& 3.00. hence these factors are highly dissatisfied by the respondents. The factors such as convinent store location , working hours,price,festival offers,quality& packaging scores are below.2.53.such as 2.07,2.09,2.28,2.52,2.43&2.53 respectively. Therefore these factors are dissatisfied by the respondents.
TABLE NO-4.31 LEVEL OF AGREEMENT TOWARDS PDS S.NO 1 2 3 4 5 6 7 8 9 PARTICULARS Low Quantity Products Improper Quality Proper balance amount Unavailability Of Products Distributing Of Old Stock Low Response From Store In charge Long Waiting Hours In Queue Invalidity Of Measuring Device Enough storage capacity in store Mean score TOTAL SCORE 4.30 3.43 3.29 3.67 3.91 3.57 3.95 3.33 2.56 3.80
INTERPRETATION From the above table it is inferred that the mean score is 3.80. The factors such as low quality products, distributing of old stock&long waiting hours in queue scores above 3.80 such as 4.30, 3.91, &3.95 respectively. Hence these factors are strongly agree by the respondents. The factors such as Improper Quality, Proper balance amount, Unavailability Of Products,low response from store incharge ,invalidity of measures& enough storage capacity .scores below 3.80 such as 3.43, 3.29,3.67, 3.57,3.33&2.56 respectively. Therefore these factors are agree by the respondents.
CHI SQUARE TABLE NO-4.32 GENDER AND HOURS OF WORKING
Working hours Gender Male Female Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 10 58 16 2 2 10 30 12 6 4 20 88 28 8 6 Total 88 62 150
H0 - There is no significant relationship between gender and hours of working. H1 – There is a significant relationship between gender and hours of working.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 10.38 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and hours of working.
TABLE NO-4.33
GENDER AND PRICE Price Gender Male Female Total Highly Satisfied Satisfied Neutral Dissatisfied 16 40 24 6 20 36 34 74 8 32 6 Highly Satisfied 2 2 Total 88 62 150
H0 - There is no significant relationship between gender and price. H1 –There is a significant relationship between gender and price.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 12.81 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and price.
TABLE NO-4.34
GENDER AND SERVICE Service Gender Male Female Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 6 18 44 16 4 6 12 16 34 26 70 10 26 4 8 Total 88 62 150
H0 - There is no significant relationship between gender and service. H1 – There is a significant relationship between gender and service.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 18.03 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and service.
TABLE NO-4.35
GENDER AND DISPLAY OF GOODS LIST Display of goods list Gender Male Female Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 18 10 38 18 4 18 36 10 20 12 50 12 30 10 14 Total 88 62 150
H0 - There is no significant relationship between gender and display of goods list. H1 – There is a significant relationship between gender and display of goods list.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 13.18 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and display of goods list
TABLE NO-4.36 GENDER AND QUALITY Quality Gender Male Female Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 18 36 14 8 12 18 36 22 58 14 28 4 12 4 16 Total 88 62 150
H0 - There is no significant relationship between gender and quality. H1 – There is a significant relationship between gender and quality.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 13.18 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and quality
TABLE NO-4.37 GENDER AND QUANTITY Quantity Gender Male Female Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 10 20 40 10 8 22 8 18 4 10 32 28 58 14 18 Total 88 62 150
H0 - There is no significant relationship between gender and quantity. H1 –There is a significant relationship between gender and quantity.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 16.78 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and quantity
TABLE NO-4.38 GENDER AND PACKAGING Packaging Gender Male Female Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 26 18 16 16 12 22 18 6 10 6 48 36 22 26 18 Total 88 62 150
H0 - There is no significant relationship between gender and packaging. H1 – There is a significant relationship between gender and packaging.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 14.54 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and packaging.
TABLE NO-4.39 AGE AND HOURS OF WORKING Working hours Age Below 20 21-30 31- 40 Above 40 Total Highly Satisfied 4 4 12 0 20 Satisfied Neutral Dissatisfied 20 6 0 28 6 4 38 14 2 2 2 2 88 28 8 Highly Dissatisfied 2 0 2 2 6 Total 32 42 68 8 150
H0 - There is no significant relationship between age and hours of working. H1 – There is a significant relationship between age and hours of working.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 34.24 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and hours of working.
TABLE NO-4.40 AGE AND PRICE Price Age Below 20 21-30 31-40 Above 40 Total Highly Satisfied Satisfied Neutral Dissatisfied 3 2 1 7 18 7 11 25 8 15 36 29 74 16 32 6 6 Highly Dissatisfied 2 2 Total 6 32 44 68 150
H0 - There is no significant relationship between age and price. H1 – There is a significant relationship between age and price.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 27.24 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and price.
TABLE NO- 4.41
AGE AND SERVICE Service Age Below 20 21-30 31-40 Above 40 Total Highly Satisfied Satisfied Neutral 0 0 1 0 8 14 9 9 22 17 34 33 70 Highly Dissatisfied Dissatisfied 4 1 8 2 2 2 12 26 3 8 Total 6 32 44 68 150
3 12
H0 - There is no significant relationship between age and service. H1 – There is a significant relationship between age and service.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 31.05 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and service.
TABLE NO-4.42
AGE AND DISPLAY OF GOODS LIST Display of goods list Age Below 20 21-30 31-40 Above 40 Total Highly Satisfied Satisfied Neutral 0 1 4 6 8 5 15 4 10 15 36 7 20 31 50 Highly Dissatisfied Dissatisfied 1 0 11 2 9 6 9 30 6 14 Total 6 32 44 68 150
H0 - There is no significant relationship between age and display of goods list. H1 – There is a significant relationship between age and display of goods list.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 24.40 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and display of goods list.
TABLE NO-4.43
AGE AND QUALITY Quality Age Below 20 21-30 31-40 Above 40 Total Highly Satisfied 6 10 20 36 Satisfied Neutral Dissatisfied 1 2 11 8 3 25 5 2 21 15 5 58 28 12 Highly Dissatisfied 3 4 2 7 16 Total 6 32 44 68 150
H0 - There is no significant relationship between age and quality. H1 – There is a significant relationship between age and quality.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 27.81 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and quality.
TABLE NO-4.44 AGE AND PACKAGING Packaging Age Below 20 21-30 31-40 Above 40 Total Highly Satisfied Satisfied Neutral 1 2 9 13 4 17 10 5 21 48 11 36 13 22 Highly Dissatisfied Dissatisfied 2 1 4 2 7 5 13 26 10 18 Total 6 32 44 68 150
H0 - There is no significant relationship between age and Packaging. H1 – There is a significant relationship between age and Packaging.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 32.43 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and Packaging.
TABLE NO-4.45
MARITAL STATUS AND HOURS OF WORKING Working hours Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 12 50 8 6 2 8 34 20 2 4 20 4 88 8 6 Total 78 68 4 150
28
H0 - There is no significant relationship betweenmarital status and hours of working. H1 – There is a significant relationship between marital status and hours of working.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 17.62 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status and hours of working.
TABLE NO-4.47 MARITAL STATUS AND PRICE Price Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 18 42 14 4 16 32 16 2 2 2 36 74 2 32 6 2 Total 78 68 4 150
H0 - There is no significant relationship betweenmarital status and price. H1 -There is a significant relationship between marital status and price.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 22.03 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status and price.
TABLE NO-4.47 MARITAL STATUS AND SERVICE Service Marital Status Married Un Married Divorce Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 6 14 44 10 4 6 18 24 16 4 2 34 2 70 26 8 Total 78 68 4 150
12
H0 - There is no significant relationship betweenmarital status and service. H1 – There is a significant relationship between marital status and service.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 19.76 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status and service.
TABLE NO-4.48
MARITAL STATUS AND DISPLAY OF GOODS LIST Display of goods list Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Netural Dissatisfied Dissatisfied 16 10 26 18 8 20 36 8 2 20 24 50 12 30 4 2 14 Total 78 68 4 150
H0 - There is no significant relationship betweenmarital status and display of goods list. H1 – There is a significant relationship betweenmarital status and display of goods list.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 17.15 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status and display of goods list.
TABLE NO-4.49
MARITAL STATUS AND QUALITY Quality Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 18 30 18 6 6 18 24 10 6 10 36 4 58 28 12 16 Total 78 68 4 150
H0 - There is no significant relationship betweenmarital status and quality. H1 – There is a significant relationship betweenmarital status and quality.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 20.38 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status andquality.
TABLE NO-4.50
MARITAL STATUS AND QUANTITY Quantity Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 16 16 24 10 12 16 12 30 4 6 32 28 4 58 14 18 Total 78 68 4 150
H0 - There is no significant relationship betweenmarital status and quantity. H1 – there is a significant relationship betweenmarital status and quantity.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 23.92 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status andquantity.
TABLE NO -4.51
MARITAL STATUS AND PACKAGING Packaging Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 22 22 4 20 10 24 2 48 14 36 16 2 22 6 26 8 18 Total 78 68 4 150
H0 - There is no significant relationship betweenmarital status andpackaging. H1 – There is a significant relationship betweenmarital status and packaging.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 21.90 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status andpackaging.
TABLE NO-4.52 OCCUPATION AND HOURS OF WORKING Working hours Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 4 12 8 2 2 8 0 8 0 20 36 16 20 4 88 18 0 2 0 28 4 0 2 0 8 2 2 0 0 6 Total 28 68 18 32 4 150
H0 - There is no significant relationship betweenoccupation and hours of working. H1 – There is a significant relationship betweenoccupation and hours of working.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 28.44 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation and hours of working.
TABLE NO-4.53
OCCUPATION AND PRICE Price Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 8 12 6 0 2 32 4 22 4 74 18 2 6 32 4 2 6 2 Total 28 68 18 32 4 150
14 10 4 36
H0 - There is no significant relationship betweenoccupation and price. H1 – There is a significant relationship betweenoccupation andprice.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 35.11 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation and price.
TABLE NO-4.54 OCCUPATION AND SERVICE Service Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Satisfied Neutral Dissatisfied 4 6 16 2 8 12 14 6 6 2 34 30 12 12 70 12 12 26 Highly Dissatisfied 4 2 2 8 Total 28 68 18 32 4 150
H0 - There is no significant relationship betweenoccupation and service. H1 – There is a significant relationship betweenoccupation andservice.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 44.74 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation and service.
TABLE NO-4.55 OCCUPATION AND DISPLAY OF GOODS LIST Display of goods list Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 4 6 10 4 4 10 2 2 20 20 12 6 2 50 12 2 12 30 4 2 4 14 Total 28 68 18 32 4 150
22 10 36
H0 - There is no significant relationship betweenoccupation and display of goods list. H1 – There is a significant relationship betweenoccupation and display of goods list.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 32.07 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation and display of goods list.
TABLE NO -4.56
OCCUPATION AND QUALITY Quality Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 6 12 6 4 26 6 12 2 58 6 8 8 28 4 8 12 8 2 2 16 Total 28 68 18 32 4 150
24 2 2 2 36
H0 - There is no significant relationship betweenoccupation and quality. H1 – There is a significant relationship betweenoccupation andquality.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 39.54 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation andquality.
TABLE NO-4.56 OCCUPATION AND QUANTITY Quantity Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Netural Dissatisfied Dissatisfied 4 4 6 6 8 20 4 28 30 10 10 2 58 8 14 4 4 2 18 Total 28 68 18 32 4 150
6 4 18 32
H0 - There is no significant relationship betweenoccupation and quantity. H1 – There is a significant relationship betweenoccupation andquantity.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 66.08 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation andquantity.
TABLE NO-4.58
OCCUPATION AND PACKAGING Packaging Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 6 6 6 6 4 20 6 4 36 6 8 2 22 12 4 4 26 10 2 2 18 Total 28 68 18 32 4 150
20 8 14 48
H0 - There is no significant relationship betweenoccupation and packaging. H1 –There is a significant relationship betweenoccupation andpackaging.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 29.81 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation andpackaging.
TABLE NO-4.59
MONTHLY INCOME AND HOURS OF WORKING Working hours Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Satisfied 8 0 8 2 2 20 Satisfied Neutral Dissatisfied 6 6 4 26 8 0 22 2 2 12 6 2 22 88 6 28 0 8 Highly Dissatisfied 0 2 0 2 2 6 Total 24 36 34 24 32 150
H0 - There is no significant relationship betweenmonthly income and hours of working. H1 – There is a significant relationship betweenmonthly income and hours of working.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 41.29 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and hours of working.
TABLE NO -4.60
MONTHLY INCOME AND PRICE Price Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Satisfied Satisfied Neutral Dissatisfied 18 6 12 12 8 4 8 20 6 8 8 36 10 14 74 6 6 32 2 6 Highly Satisfied 2 2 Total 24 36 34 24 32 150
H0 - There is no significant relationship betweenmonthly income and price. H1 – There is a significant relationship betweenmonthly income and price.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 30.38 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and price.
TABLE NO-4.61
MONTHLY INCOME AND SERVICE Service Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Satisfied Satisfied Neutral 2 6 10 2 4 22 0 10 12 6 8 34 8 18 70 Highly Dissatisfied Dissatisfied 4 2 8 0 10 2 2 2 26 2 2 8 Total 24 36 34 24 32 150
6 2 12
H0 - There is no significant relationship betweenmonthly income and service. H1 – There is a significant relationship betweenmonthly income and service.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 28.56 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and service.
TABLE NO -4.62
MONTHLY INCOME AND DISPLAY OF GOODS LIST Display of goods list Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 14 4 2 4 8 8 16 2 2 4 4 10 14 2 6 2 8 4 4 4 36 6 20 12 50 8 30 2 14 Total 24 36 34 24 32 150
H0 - There is no significant relationship betweenmonthly income and display of goods list. H1 – There is a significant relationship betweenmonthly income and display of goods list.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 43.56 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and display of goods list.
TABLE NO-4.63
MONTHLY INCOME AND QUALITY Quality Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 12 6 4 2 6 10 8 4 8 8 18 4 4 4 8 6 2 4 6 36 16 58 6 28 2 12 2 16 Total 24 36 34 24 32 150
H0 - There is no significant relationship betweenmonthly income and quality. H1 – There is a significant relationship betweenmonthly income and quality.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 28.18 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and quality.
TABLE NO-4.64
MONTHLY INCOME AND QUANTITY Quantity Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Satisfied Satisfied Neutral 8 6 6 8 6 12 8 4 14 4 8 28 12 14 58 Highly Dissatisfied Dissatisfied 2 2 6 4 2 6 4 14 4 2 18 Total 24 36 34 24 32 150
8 32
H0 - There is no significant relationship betweenmonthly income and quantity. H1 – There is a significant relationship betweenmonthly income and quantity.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 34.60 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and quantity.
TABLE NO-4.65
MONTHLY INCOME AND PACKAGING Packaging Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Satisfied Satisfied Neutral 6 2 10 10 6 2 20 6 6 6 6 48 10 12 36 4 22 Highly Dissatisfied Dissatisfied 2 4 10 8 2 2 12 26 2 2 18 Total 24 36 34 24 32 150
H0 - There is no significant relationship betweenmonthly income and packaging. H1 – There is a significant relationship betweenmonthly income and packaging.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 62.34 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and packaging.
5.1 MAJOR FINDINGS
? Majority (45%) of the respondents are the age group of above 40. ? Majority (52%) of the respondents are married. ? Majority (45%) of the respondents are private employee. ? Majority(24%) of the respondents are the income level of 5000 to 10000 ? Majority (64%) of the respondents are using green card. ? Majority (25%) of the respondents are frequently buy rice in Public distribution.
? Majority (25% ) of the respondents are comfortable to buy product on Sunday. ? Majority (44%)of the respondents are satisfied with the stores conveniently located. ? Majority (59%) of the respondents are satisfied with the stores working hours. ? Majority (49%) of the respondents are satisfied with the price. ? Majority (47%) of the respondents are neutral with the service ? Majority (33%) of the respondents are neutral with the display of goods list . ? Majority (41%) of the respondents are satisfied with the festival offers. ? Majority (36%) of the respondents are disagree with the service provided in public distribution system. ? Majority (39%) of the respondents are satisfied with the quality . ? Majority (39%) of the respondents are neutral with the quantity. ? Majority (31%) of the respondents are agree with the low quality products. ? Majority (35%) of the respondents are strongly agree with the improper quantity.
? Majority (23%)of the respondents are neutral with the proper balance amount. ? Majority(33%) of the respondents are strongly agree with the unavailability of products. ? Majority (40%) of the respondents are strongly agree with the distributing of old stock. ? Majority (36%) of the respondents are strongly agree with the low response from store incharge. ? Majority (44%) of the respondents are strongly agree with the long waiting hours in que. ? Majority (32%)of the respondent are neutral with the enough store capacity.
5.2SUGGESTION The following suggestions are made for the consumer satisfaction towards public distribution system based on the findings of this study. ?
The public distribution system department should take step to increase the performance of the public distribution system.
?
The public distribution system department should allot separate date for separate wards.
?
The public distribution system department should list out the price of all the product in public distribution system stores.
?
The public distribution system department should periodically check the availability of the product in public distribution system stores.
? ? ? ? ?
The quantity of the products distributed can be increased. The Quality of the rice can be increased. The public distribution should provide good quality products to the consumers. The public distribution system should reduce the waiting hours of the consumers The public distribution system should have an enough storeage capacity.
5.3CONCLUSION
Government has taken all efforts to make the system more effective and ensure the availability, affordability and accessibility of public distribution system articles to the poor. But the responses of sample respondents of this study showed different picture and unearthed that public distribution system is suffering from problems like leakages, poor quality and under weighment, non-availability of controlled as well as non-controlled articles As the main objective of public distribution system is to provide safety net to the poor against spiraling rise in price, the selling of non-controlled articles through FPS is not away from the scope of public distribution system .
BIBLOGRAPHY
Books: Kothari C.R., “Research Methodology” Memoria, C.B ., Marketing management, new delhi,kitab mahal publications Philip kotler, Marketing management, the millennium edition.
Journals: 1. George P.S. (1996), Public Distribution System, Food Subsidy and Production Incentives, Economic and Political Weekly, Vol.31 (39), p-140. 2. Suryanarayanan M.H. (1995), PDS Reform and Scope for Commodity based Targeting, Economic and Political Weekly, Vol.30 (13), p-687. 3 . Gupta (1995), Liberalization and Globalization of Indian Economy, Atlantic Publishers and Distributors, Vol.1 (11), New Delhi. 4. Rao V. (1999), Role of PDS in Food Security, Social Welfare, Vol.46(6), September, p-7. Websites: www.tncsc.tn.gov.in www.students3k.com wikipedia.org/Food_and_Public_Distribution_(India
QUESTIONNAIRE A Study on Consumer Satisfaction towards Public Distribution System with special reference to Coimbatore (south)
Demographic Profile:
1. Name …………………………… 2. Gender (a)Male ? 3. Age (a)Below 20 ? (b)21-30 ? (c)31-40 4. Marital Status (a) Married ? (b) Unmarried 5. Education Qualification (a) School Level 6.. Occupation (a) Government Employee (d) Business Man 7. Monthly Income (a)Below 5000 ? (b) 5000-10000 ? (c)10000-15000 ? ? ? (b) Private Employee ? (E) Other ? (c) Farmer ? ? (b) Diploma ? (c) graduation ? (d) others ? ? (c) Divorce ? (d) Widow ? ? (d)Above 40 ?. (b) Female ?
(d)15000-20000 ? (e) Above 20000 ? 8. Which colour Of Card You Have (a) Green Cards ? (c) White Cards ? (C) Brown Card ?
9. What Is Your Opinion Regarding the Price of the Product in Public Distribution System. (a)High ? (b) Medium ? (c) Low ?
10 .Which Kind Of Product You Buy Frequently. (a)Rice ? (b)Wheat (f)Dhal ? ? (c)Cooking Oil (g) Rava ? (d)Sugar ? ?. (e)Kerosene Oil ? ? (i) Maida
11. Mention the Day which you feel Comfortable to Buy Products In Public distribution system Monday Friday ? ? Tuesday Saturday ? ? Wednesday ? Sunday ? Thursday ?
12.Level Of Satisfaction Towards public distribution System
Particulars
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
Convenient Store Location Working Hours Price Service Display Of Goods List Festival Offers Quality Quantity Packaging Availability
13. Level Of Agreement Towards Public Distribution System
Particulars
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Low quantity products Improper quality Proper balance amount Unavailability of products Distributing of old stock Low response from store incharge Long waiting hours in que Invalidity of measuring device Enough storage capacity in store
14. Give Suggestions If Any
doc_210506463.docx
Distributed computing is a field of computer science that studies distributed systems. A distributed system is a software system in which components located on networked computers communicate and coordinate their actions by passing messages.[1] The components interact with each other in order to achieve a common goal.
A STUDY ON CONSUMER SATISFACTION TOWARDS PUBLIC DISTRIBUTION SYSTEM WITH SPECIAL REFERENCE TO COIMBATORE (SOUTH) PROJECT REPORT
CONTENT
S.NO LIST OF TABLES LIST OF CHARTS
TITLE
PAGE NO
CHAPTER-I 1.1 1.2 1.3 1.4 1.5 1.6 INTRODUCTION TO THE STUDY OBJECTIVES OF THE STUDY NEED FOR THE STUDY SCOPE OF THE STUDY LIMITATION OF THE STUDY RESEACH METHODOLOGY CHAPTER-II 2.1 REVIEW OF LITERATURE CHAPTER-III 3.1 3.2 INTRODUCTION TO PDS CONSUMER SATISFICATION CHAPTER-IV 4.1 ANALYSIS AND INTERPRETATION CHAPTER-V 5.1 5.2 5.3 FINIDINGS SUGGESTIONS CONCLUSION BIBLIOGRAPHY 95 97 98 27 18 24 12 1 4 5 6 7 8
APPENDIX
TABLE NO
TITLE
PAGE NO
LIST OF TABLES
1 2 3 4 5 6 7 8 9
GENDER OF THE RESPONDENT AGE GROUP OF THE RESPONDENTS MARITAL STATUS OF THE RESPONDENTS EDUCATION QUALIFICATION OF THE RESPONDENTS OCCUPTION OF THE RESPONDENT MONTHLY INCOME OF THE RESPONDENT. KINDS OF CARD HOLDERS PRICE OF THE PRODUCT IN PDS PRODUCT FREQUENTLY PURCHASED BY THE RESPONDENT
27 28 29 30 31 32 33 34 35
10 11
COMFORTABLE DAY FOR PURCHASE LEVEL OF SATISFACTION WITH CONVINENT STORE LOCATION
37 39
12 13 14 15 16 17 18 19 20 21
LEVEL OF SATISFACTION WITH WORKING HOURS LEVEL OF SATISFACTION WITH PRICE LEVEL OF SATISFICATION WITH SERVICE LEVEL OF SATISFACTION WITH DISPLAY OF GOODS LIST LEVEL OF SATISFACTION WITH FESTIVAL OFFERS. LEVEL OF SATISFACTION WITH THE QUALITY LEVEL OF SATISFACTION WITH QUANTITY LEVEL OF SATISFACTION WITH PACKAGING LEVEL OF SATISFACTION WITH UNAVALIABILITY LEVEL OF AGREEMENT WITH THE LOW QUANTITY
41 42 43 44 45 46 47 48 49 50
PRODUCTS 22 23 LEVEL OF AGREEMENT WITH THE IMPROPER QUALITY OF LEVEL OF AGREEMENT WITH THE PROPER BALANCE AMOUNT 24 LEVEL OF AGREEMENT WITH THE UNAVALIBILITY OF PRODUCTS 25 LEVEL OF AGREEMENT WITH THE DISTRIBUTING OF OLD STOCK 26 LEVEL OF AGREEMENT WITH THE LOW RESPONSE FROM THE STORE INCHARGE 27 LEVEL OF AGREEMENT WITH THE LONG WAITING HOURS IN QUE 28 LEVEL OF AGREEMENT WITH THE INVALIDITY OF MEASURING DEVICE 29 LEVEL OF AGREEMENT WITH THE ENOUGH STORAGE CAPACITY IN STORE 30 31 32 33 34 35 36 37 LEVEL OF SATISFICATION TOWARDS PDS LEVEL OF AGREEMENT TOWARDS PDS GENDER AND HOURS OF WORKING GENDER AND PRICE GENDER AND SERVICE GENDER AND DISPLAY OF GOODS LIST GENDER AND QUALITY GENDER AND QUANTITY 59 60 61 62 63 64 65 66 58 57 56 55 54 53 51 52
38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54
GENDER AND PACKAGING AGE AND HOURS OF WORKING AGE AND PRICE AGE AND SERVICE AGE AND DISPLAY OF GOODS LIST AGE AND QUALITY AGE AND PACKAGING MARITAL STATUS AND HOURS OF WORKING MARITAL STATUS AND PRICE MARITAL STATUS AND SERVICE MARITAL STATUS AND DISPLAY OF GOODS LIST MARITAL STATUS AND QUALITY MARITAL STATUS AND QUANTITY MARITAL STATUS AND PACKAGING OCCUPATION AND HOURS OF WORKING OCCUPATION AND PRICE OCCUPATION AND SERVICE
67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83
55 56 57 58 59 60 61 62 63 64 65
OCCUPATION AND DISPLAY OF GOODS LIST OCCUPATION AND QUALITY OCCUPATION AND QUANTITY OCCUPATION AND PACKAGING MONTHLY INCOME AND HOURS OF WORKING MONTHLY INCOME AND PRICE MONTHLY INCOME AND SERVICE MONTHLY INCOME AND DISPLAY OF GOODS LIST MONTHLY INCOME AND QUALITY MONTHLY INCOME AND QUANTITY MONTHLY INCOME AND PACKAGING
84 85 86 87 88 89 90 91 92 93 94
LIST OF THE CHART
CHART NO 1 2 3 4 5 6 7 8 9
TITLE
PAGE NO 27 28 29 30 31 32 33 34 36
GENDER OF THE RESPONDENT AGE GROUP OF THE RESPONDENTS MARITAL STATUS OF THE RESPONDENTS EDUCATION QUALIFICATION OF THE RESPONDENTS OCCUPTION OF THE RESPONDENT MONTHLY INCOME OF THE RESPONDENT. KINDS OF CARD HOLDERS PRICE OF THE PRODUCT IN PDS PRODUCT FREQUENTLY BUY PURCHASED BY TNE RESPONDENT
10 11
COMFORTABLE DAY FOR PURCHASE LEVEL OF SATISFACTION WITH CONVINENT STORE LOCATION
38 40
12 13 14 15 16 17 18
LEVEL OF SATISFACTION WITH WORKING HOURS LEVEL OF SATISFACTION WITH PRICE LEVEL OF SATISFICATION WITH SERVICE LEVEL OF SATISFACTION WITH DISPLAY OF GOODS LIST LEVEL OF SATISFACTION WITH FESTIVAL OFFERS. LEVEL OF SATISFACTION WITH THE QUALITY LEVEL OF SATISFACTION WITH QUANTITY
41 42 43 44 45 46 47
19 20
LEVEL OF SATISFACTION WITH PACKAGING LEVEL OF SATISFACTION WITH UNAVALIABILITY OF THE PRODUCT
48 49
21
LEVEL OF AGREEMENT WITH THE LOW QUANTITY PRODUCTS
50
22
LEVEL OF AGREEMENT WITH THE IMPROPER QUALITY OF PRODUCTS.
51
23
LEVEL OF AGREEMENT WITH THE PROPER BALANCE AMOUNT
52
24
LEVEL OF AGREEMENT WITH THE UNAVALIBILITY OF PRODUCTS
53
25
LEVEL OF AGREEMENT WITH THE DISTRIBUTING OF OLD STOCK
54
26
LEVEL OF AGREEMENT WITH THE LOW RESPONSE FROM THE STORE INCHARGE
55
27
LEVEL OF AGREEMENT WITH THE LONG WAITING HOURS IN QUE
56
28
LEVEL OF AGREEMENT WITH THE INVALIDITY OF MEASURING DEVICE
57
29
LEVEL OF AGREEMENT WITH THE ENOUGH STORAGE CAPACITY IN STORE
58
CHAPTER-I 1. INTRODUCTION OF THE STUDY
1.1 INTRODUCTION Consumer satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance or outcome in relation to his or her expectation. As this definition makes clear ,satisfaction in a function on perceived performance and expectations. If the performance falls short of expectations, the consumer is satisfied or delighted. If the performance exceeds the expectation, the consumer is highly satisfied or delighted .high satisfaction or delighted creates an emotional bond with the brand ,not just a rational performance .the result is high consumer loyalty. They analyzed the results to develop seven dimensions of customer satisfaction for product. They are Capability ,Usability,Performance,Reliability,Installability,Maintainability,Documentation. INTRODUCTION OF PUBLICDISTRIBUTION SYSTEM:
Public Distribution System (PDS) is a poverty alleviation programme and contributes towards the social welfare of the people. Essential commodities like rice, wheat, sugar, kerosene and the like are supplied to the people under the Public Distribution System at reasonable prices. PDS is a boon to the people living below the poverty line. Public Distribution System is the primary social welfare and antipoverty programme of the Government of India. Revamped Public Distribution System (RPDS) has been initiated by the Government of India from the year 1992 in order to serve and provide essential commodities to the people living in remote, backward and hilly areas. Government introduced Targeted Public Distribution System (TPDS) in the year 1997. Central Government and State
Governments have been actively involved in steering the operations for the success of the Public Distribution System is considered as principal instrument in the hands of State Governments for providing safety net to the poor against the spiraling rise in prices of essential commodities. In this regard Tamil Nadu sets a model in implementing the PDS as universal system. Here the involvement of the Cooperative Societies is noteworthy, since they
cover more than 93 per cent of the FPS in Tamil Nadu. Further, the involvement of women SHGs in the distribution network ensures safety, transparency, and accessibility and above all reduced the transaction cost. Hence, this channel of distribution can be promoted. It was found in this study that problems like leakages, poor quality, under weighment, non-availability of controlled as well as non-controlled articles during certain times, non-availability of ration cards, bogus cards, etc., affect the efficiency of the system. Ensuring the availability of essential articles as per allotment as and when required by the cardholders, increased margin to cooperatives, and better salary to employees, reduction in the number of cards to be handled by a FPS, maintaining and updating the Notice Boards at every FPS, formation of vigilance committees at every FPS level and providing more role to women SHGs are the viable options put by the sample respondents to strengthen the PDS, which cannot be ignored. Further the continuance of Universal System will help to provide safety net to the poor against spiraling market prices of essential commodities. Though primarily employee of the PDS retail outlet should be made responsible for eradicating the problem of bogus cards, effective coordination between local bodies, revenue authorities and lead and link societies will alone be able to eradicate this problem.
PUBLIC DISTRIBUTION SYSTEM IN TAMILNADU
Public Distribution System is considered as principal instrument in the hands of State Governments for providing safety net to the poor against the spiralling rise in prices of essential commodities. In this regard Tamil Nadu sets a model in implementing the PDS as universal system. Here the involvement of the Cooperative Societies is noteworthy, since they cover more than 93 per cent of the FPS in Tamil Nadu. Further, the involvement of women SHGs in the distribution network ensures safety, transparency, and accessibility and above all reduced the transaction cost. Hence, this channel of distribution can be promoted. It was found in this study that problems like leakages, poor quality, under weighment, nonavailability of controlled as well as non-controlled articles during certain times, nonavailability of ration cards, bogus cards, etc., affect the efficiency of the system. Ensuring the availability of essential articles as per allotment as and when required by the cardholders, increased margin to cooperatives, and better salary to employees, reduction in the number of cards to be handled by a FPS, maintaining and updating the Notice Boards at every FPS, formation of vigilance committees at every FPS level and providing more role to women SHGs are the viable options put by the sample respondents to strengthen the PDS, which
cannot be ignored. Further the continuance of Universal System will help to provide safety net to the poor against spiraling market prices of essential commodities.
PUBLIC DISTRIBUTION SYSTEM IN COIMBATORE
Public Distribution System (PDS) programme in coimbatore has been introduced for achieving multiple objectives. Its primary objective is to provide subsidised foodgrains and other items of daily necessity such as oil, sugar and Kerosene etc. to weaker sections of the population The programme also aims to stabilise market prices of foodgrains in times of unusual inflationary tendencies, to provide food security to areas suffering from drought and similar natural calamities and manmade disasters, to provide support prices to farmers and to maintain buffer stock. The PDS programme is implemented in welfare state mode with universal beneficiary approach and hence it has been under criticism for being non-specific and wasteful. It has also been found to be an inadequate programme to fully address the food security problem of the poor and vulnerable. PDS is a centrally planned programme and each state in India implements the design set by the Central Government. PDS programme in coimbatore since the formation of the State in 1987 and comments briefly upon its effectiveness in delivery and addresses the food security issue for the poor.
1.2OBJECTIVES OF THE STUDY
Primary objective: ? To know the consumer satisfaction towards public distribution system Coimbatore (south). Secondary objective ? To know the perception of consumers towards public distribution system. ? To know the products that are frequently purchased by the consumers. ? To offer some suggestion to the government for betterment of public distribution system.
1.3 NEED FOR THE STUDY Poverty is a problem which is faced by the people. The government has taken more steps and programme to overcome the problem. Public distribution system was established to provide food at a subsidized rate.So the researcher has attempted to study the satisfaction and the perception of the consumer towards public distribution system in Coimbatore (south). The study also reveals some suggestion to the government for the betterment of their working of the public distribution system.
1.4 SCOPE OF THE STUDY ? The study has is based upon the consumer satisfaction towards the Public Distribution System in Coimbatore(south). ? The study is used to identify the products that frequently by the consumer and to analyze the perception towards the product. ? To offer some suggestions to the betterment of the product in pds.
1.5 LIMITATION OF THE STUDY Time period A period of 45 day was a little short for the investigator for an in depth study of the subject was not possible. Non co-operation There was certain degree of or reluctance shown by some consumers to answer for the questionnaire. Busy Investigator not collected information’s from consumers as they were busy because of some official matters. They were no available on their house. That was also one of the prime limitations.
1.6 RESEARCH METHODOLOGY Introduction Research methodology is the systematic way to solve the research problem. The methodology adopted for the current research work is submitted in the proceeding section of this chapter. Title of the Research work The title of research work is a study on consumer satisfaction towards public distribution system with special reference to Coimbatore (south) Research Design Descriptive research design is a scientific method which involves observing and describing the behavior of a subject without influencing it in any way.
Sampling design In order to carry out the current research work, the researcher used convenient sampling.
Sampling method Sampling is the process of collecting information as a representative part of the population. Sample size 150 are the sample size for the research work.
Area
1.Semmedu 2.Irrutupallam 3. Karunya Nagar 4. Poondi 5.Alandurai Data collection The methodology used for the project work is through the collection of primary and secondary data. Primary data Data collected by the investigator directly for the purpose of investigation is known as primary data. For this project work primary data mainly through. ? Personal interviews with general public. ? Questionnaires with consumers.
Secondary data The investigator may use of the data collected by other for the purpose of the investigation. This in know as secondary data. The main sources of secondary data needed to prepare this project report were obtained from: ? Books ? internet ? journals ? Magazine and government publication. Tools for analysis In correct to accomplish the objectives set out for this investors replies were classified according to the response of investors, with the help of frequency table. ? Percentage Analysis:
Percentage of respondents =
Number of respondents x 100 Total respondents
? Weighted Average Method: Under the weighted average inventory method, the cost of goods available for sale (beginning inventory plus net purchases) is divided by the number of units available for sale to obtain a weighted-average cost per unit. Ending inventory and cost of goods sold are then priced at this average cost.
ewx ew
Formula =
? Chi-square Chi-square test is an important non-parametric test. The analysis of dependent and independent variable.
(Oi ? Ei ) 2 Ei
Formula =
Here
Oi - Observed frequency
Ei – Expected frequency Df-degree of freedom Significant level-5%
CHAPTER – II 2.1 REVIEW OF LITERATURE
P.S.George (1974)1 has attempted to analyze public distribution of food grains and their income distribution effects in Kerala. He has tried to estimate the possible impact of rationing on incomes of the consumers using the relationship. The results for Kerala suggest that the system is economically viable. Further, ration rice, according to this study, accounted for a major share of rice consumption of consumers belonging to low income groups. Gupta basing on certain assumption has projected food grains requirements for PDS up to 1980, for all India, such projections are assumed to help policy makers in their procurement efforts. Subba Rao (1980)2has attempted to estimate food requirement for the State of Andhra Pradesh under certain assumptions. While working out these estimates he has assumed a supply level of 12 ozs. (340 grams) per consumption unit. He concluded that ultimately the benefit of public distribution is zero or negligible. Ravindra Kumar Verma(1983)3 The Public Distribution System (PDS) was introduced in virtually all the states of Ind ia, but Kerala’s PDS was the one which evolved as the most efficient and effective measure of food security. The salient features of the model were its universal coverage, high levels of utilisation, physical access made possible through a vast network of retail outlets, rural bias and progressive utilisation of the system. The present paper reveals the near breakdown of the system in Kerala after the introduction of the Targeted Public Distribution System (TPDS) and points out its wide ramifications. Madhura Swaminathan(1985)4 Evidence on calorie intake and nutritional outcomes establishes that chronic hunger and foodin security persist today on a mass scale in India. !e liberalization-induced policy of narrowtargeting of the Public Distribution System (PDS), a programme of food security that provides aminimum quantity of cereals at subsidized prices, has resulted in worsening food insecurity. Recentevidence from the 61st round of the National Sample Survey in 2004-2005 establishes that targetinghas led to high rates of
exclusion of needy households from the system and clear deterioration ofcoverage in States like Kerala where the universal PDS was most effective. Fathima P. Jacob., (1992)5 Public Distribution System in India is a consumer side intervention in the food market. There are two basic aspects of evaluating the effects of policy intervention in Public Distribution System. One is to analyze the overall percapita availability of cereals and other is percapita consumption and it’s the government policy to ensure whether the objectives of the Public Distribution System has been achieved. K.S Chandresekar( 1999)6analysed the working of the public distribution system in Thirunelveli district such as allotment, liftment and off take of essential commodities in the district. He highlighted the problems of public distribution system in Thirunelveli district such as poor quality of essential commodities supplied, non-display of information on the notice boards regarding the availability of commodities and business hours not convenient to cardholders. Suryanarayana (2000)7in his study contest the view the that poverty in India has declined i n the suitability of the database and its implications for the observed trends in poverty estimates in the context of structural changes in the rural economy. He contends that the statistical estimates do not show a real reduction in poverty but only a reduction in over estimation of poverty for the initial year followed by its under estimation for the later years. Ahmed Tritah (2003)8Using propensity score matching methods I found That while the PDS has a poor record on reaching the poor, conditional On having access to PDS, the subsidy is entirely consumed. Moreover I found that food subsidies going through the PDS exert a multiplier Effect on quantity consumed. This findings point to a revaluation Of the impact of PDS with respect to its main objective which is food Security. I propose a new poverty measure, integrating the food content of poverty lines and shows that relative to this poverty line PDS has benefited the poor. Subramanian(2004)9examined
the relative significance of various factors
accounting for poverty in rural Tamil Nadu. The study showed that the level of poverty was positively associated with inequality in consumption and negatively associated with real wage rate and net domestic product in agriculture per head of rural population. If
ameliorative measure are to be thought of top priority should be given to the reduction in
inequality of consumption compared to raising real wage rate and net domestic product in agriculture per head of rural population. Thanga Pandian(2005)10 He stated that the essential commodities would be supplied on all the days of a month at the convenience of the public instead of supplying them on certain specific days. He has offered employees of Fair Price Shop some suggestion like attend their work in time and distribute the commodities with correct weight without making them stand in long queues. Jos Mooij (2006)11According to him the network of Public Distribution System dealers was quite reasonable. There was one PDS dealers allocated for every 1,630 people. He stated that only a part of the Public Distribution System food grain reached the cardholders, many poor people had no red cards. Food grains were often not reaching the PDS shops in the villages. He concluded that, there was large scale misappropriation of food grains at all levels. The distribution of cards to BPL families was unsatisfactory. Mahadavappa Eraiah, ( 2008)12 He explained about the purpose of Public
Distribution System was to act as price supporting programmes for the consumers during the periods of food shortage of the 1960. On the other it acted as an instrument of price stabilization and become a countervailing force against private traders who were try to exploits the situation of security of food. The basic aim was to provide essential commodities like rice, wheat, sugar, and edible oil and kerosene at subsidized prices. However the supply of food under Public Distribution System made a clear demarcation between urban rural consumers. Manharan,(2009)13 has observed that the central government takes measures to uplift the poorest people through this effective welfare schemes. Most of the below poverty line and under nutritious people are provided food grains through Public Distribution System at free of cost. Most backward districts and trial belts are benefited by this scheme and food security is also provided by the central government with the cooperation of State Government . Somesh Srivastava (2010)14The Government of India is making frantic efforts to tackle the food security issue. The country has more than 300 million hungry and malnourished people. On the other hand thousands of tonne food grain is rotting in Government granaries. There is certainly a management problem. There is requisite policy
deficit also. The Government is trying hard to address both. Scholars and social activists are suggesting universal public distribution system. But it can complicate the issues further. Cash credit limit accounts facility in banks for above poverty line population (APL) can go a long way in addressing the food security problem of India. Dr. B. K. Gairola (2011)15Public Distribution System in the country facilitates the supply of food grains to the poor at a subsidised price. Essential items such as Selected cereals, sugar and kerosene at subsidized prices to holders Of ration cards is the objective of efficient Public Distribution System. The PDS also helps to modulate open - market prices for commodities That is distributed through the system. Government accords great Importance to the objective of measuring outcomes of PDS so as to Ensure that equal distribution system serves up the purpose for which it was set up.
REFERENCE 1. P.S.George, “Food Security: Pds Vs. Egs – A Tale Of Two States, Economic And Political Weekly”, 4 April 1974, Volume No:31 Issue No:4:, Page No17-35. 2. Subba Rao, Food Security: Pds Vs. Egs – A Tale Of Two States, Economic And Political Weekly”,10 November 1980, Volume No:23 Issue No:7:, Page No:64-72. 3. Ravindra Kumar Verma, “Food Security and the Targeted Public Distribution System in India ”, 22 June 1983, Volume no: 10, issue no: 10, page no:33-37
4. Madura Swaminathan,” Performance Evaluation of Targeted Public Distribution System (TPDS)” , October 1985,volume no: 7,issue no: 15 page no:234-246.
5. Fathima P. Jacob,” The management of Public Distribution System in India – A dynamic perspective ( The case of Tamil Nadu)”, march 1992, volume no:12, issue no:9,page no: 2603 – 2607.
6. K.S Chandresekar , “Working of Public distribution system in Tirunelveli District, Tamil Nadu – A study with special reference to essential commodities” , April 1999,
7. Suryanarayana , “Economic and Political Weekly”,2000, Volume no:35 , issue no:6,page no: 2129 – 2137.
8. Ahmed Tritah,“ The Public Distribution System in India: Counting the poor from making the poor count” july 2003 ,page no:456-472.
9. Subramanian, “ Food Security and the Targeted Public Distribution System in India”, November 2004, page no: 123-134.
10. Thanga Pandian, “Civil Society Engagement and India’s Public Distribution System: Lessons from the Rationing”,October 2005 11. Jos Mooij, “Food policy and politics: The political economy of the public distribution system in India”, Economic and Political weekly, August 2000. 12. Mahadavappa Eraiah, “ Food Security and the Targeted Public Distribution System in India”, june 2008.
13. Manharan , ,“ The Public Distribution System in India: Counting the poor from making the poor count” december 2009 ,page no:245-256. 14.Somesh Srivastava, “International Journal of Politics and Good Governance”,volume no:1,issue no:4,page no: 976 – 1195 15. B. K. Gairola, “informatics”, January 2011,volume no:11,issue no:4,page no:12-17.
CHAPTER-III
3. INTRODUCTION TO PDS 3.1 INTRODUCTION The prime objective of the State food policy is to eliminate hunger and poverty by ensuring food security to all the people. The Government of Tamil Nadu has been implementing universal public distribution system to realize this objective. Adequate availability of food grains at an affordable rates and ensure easy access of public distribution system outlets by establishing it in close proximity to habitations are the key parameters on which the system of public distribution is being built. Though targeted public distribution system (TPDS) is advocated by Government of India, Government of Tamil Nadu is not in favour of rigid targeting, as it may lead to exclusion of large number of genuine BPL families and vulnerable APL families thereby depriving them from the benefit of public distribution system. Poverty being a dynamic and relative concept, accurate estimation is not possible in the absence of an acceptable criteria and methodology. The process of identifying BPL families is also fraught with errors and bias resulting in high levels of exclusion of deserving families. Further due to unforeseen natural calamities like droughts, floods and disaster, etc., a large number of vulnerable APL families may be forced into poverty trap again. Our rigid government system will not be able to respond quickly to such situation. Therefore targeting a specific segment of population as BPL or APL and excluding large number of vulnerable families under public distribution system is felt administratively unacceptable and socially risky to the Government. Thus, out of its own experience Government of Tamil Nadu feels that universal public distribution system assures better food security to people. Rising prices of essential commodities is a great concern to this Government. This Government with foresight launched special public distribution system scheme on 14.04.2007 and supplied essential commodities like tur dhall, urid dhall, palmolein oil and wheat products at subsidised rates to card holders through fair price shops to protect the poor and middle class families. Apart from this, a packet containing 10 items of spices and condiments is also supplied to cardholders at a subsidised rate. Though, the prices of dhall and sugar spiraled up during recent times, with an object of protecting the poor people from the burden of price rise,
the State Government has continued the same concessional issue price to cardholders by increasing the food subsidy during 2009-10 from the earlier budgeted provision of Rs.2800 crores to Rs.4000 crores. Protecting consumers from unfair tradepractices in the changing business environment and to create awareness and guide them for taking appropriate legal remedies is another vital function of this department. Creating awareness among consumers, providing legal and institutional framework for getting effective and quick remedies through State Consumer Disputes Redressal Commission and District Consumer Disputes Redressal Fora are the focus of the consumer welfare policy of this Government. Tamil Nadu follows universal public distribution system, under which no distinction is made between BPL and APL families. Though, Government of India is advocating targeted public distribution system (TPDS), state is of the opinion that effective targeting of BPL is not administratively feasible and socially risky as it may lead to large scale exclusion errors depriving genuine BPL and vulnerable families from the benefit of public distribution system. Targeting is not followed in the State for the
Following reasons: (i) Poverty being a relative concept, there is no acceptable criteria or methodology for errorfree enumeration, as indexing method is also not free from defects. There are chances of large exclusion error, as seen in many other States implementing TPDS, resulting in high social cost. (ii) Poverty being a dynamic one, the status of a family at the time of enumeration keeps changing. Natural calamities like drought, flood may alter the position drastically and push large number of vulnerable APL families into poverty trap. The Government system may not be flexible enough to react quickly to such a situation. (iii) Problems of agency bias in enumeration and field-level problems in enumeration makes targeting an administratively difficult task and more risky in terms of attaining the goal of better food security. Thus, the State Government, out of its own experience feels that universal public distribution system assures better food security compared to targeted public distribution
system. However, this state is following limited targeting by providing AAY cards to cardholders identified by local bodies as poorest among the poor. Enactment of National Food Security Act is under serious consideration of the Government of India wherein all BPL families assured of supply of 25 kilogram per month. This Government has suggested that Government of India should undertake BPL survey with flexible criteria to accommodate vulnerable APL families for implementing the Act effectively. The “NSS Report No. 508: Level and Pattern of Consumer Expenditure, 2004 05” indicates that rice constitutes 93% of cerealsn consumed in rural areas while it is 91% in urban areas. The report also indicates that the rice consumption per head per month in rural areas is 10.165 kg and 8.632 kg in urban areas. Public Distribution System in Tamil Nadu is regulated by Civil Supplies and Consumer Protection Department. At district level, the department is headed by a District Supply and Consumer Protection Officer, while in Chennai city it is headed by Deputy Commissioner & District Consumer Protection Officer. District Collectors are responsible for coordinating and monitoring implementation of public distribution system in all districts, except Chennai. The Joint Commissioner supervises public distribution system in Chennai and its sub-urban areas. Tamil Nadu Civil Supplies Corporation (TNCSC) is a wholesale agency which lifts stocks from Food Corporation of India and stores essential commodities in its 220 operational godowns spread all over the State. From the Tamil Nadu Civil Supplies Corporation operational godowns, stocks are moved by lead cooperative societies and delivered at the doorsteps of fair price shops. Similarly, sugar is moved by Tamil Nadu Civil Supplies Corporation from the respective cooperative/private sugar mills and distributed through its operational godowns. Every year, transport contractors are appointed for movement of goods from Food Corporation of India godowns to Tamil Nadu Civil Supplies Corporation operational godowns. Likewise, cooperatives also engage their own transport contractors through open tender system for moving stocks from Tamil Nadu Civil Supplies Corporation operational godowns to public distribution system outlets. Tamil Nadu Civil Supplies Corporation also procures various other essential commodities for special public distribution system directly from the market through tenders or through designated Government of India agencies In the case of kerosene, cooperative societies or Tamil Nadu Civil Supplies
Corporation take delivery from storage points of wholesale dealers and transport them in barrels to fair price shops. In the case of kerosene bunks, stocks are moved through tankers. Movement of commodities to fair price shops is regulated through pre designated route charts to prevent enroute diversion. A system of advance liftment is followed wherein 60% of previous month’s allotments are lifted and supplied to each fair price shop without waiting for the allotment orders. Availability of sufficient stocks in fair price shops is monitored by District Collectors, officials of Civil Supplies department, Revenue and Cooperative departments. Based on entitlements, net allotment is made after taking into account closing stock every month. Based on allotments, commodities are indented by respective agencies running fair price shops and taken delivery according to the sales and storage space in shops. Thus, availability of essential commodities is ensured in all public distribution system outlets.
TARGETTED PUBLIC DISTRIBUTION SYSTEM The Targeted Public Distribution System (TPDS) was launched in 1997 to benefit the poor and to keep the budgetary food subsidies under control to the desired extent following failure of the earlier PDS system. Conceptually, the transition from universal PDS to TPDS was a move in right direction, as it was designed to include all the poor households and raise the unit subsidy and ration quota considerably for them. The objective of keeping the budgetary consumersubsidy in check was proposed to be met through sale of food grains to APL households at Economic Cost and confining the budgetary food subsidy to about sixty five million identified BPL families. Though the supply of the requisite quantity of food grains for distribution at BPL prices was to come from the Central Pool, the success of TPDS in terms of meeting its stated objectives depended largely on the ability of State Governments in identifying the genuine poor families, restricting the number of poor families to the number estimated by Planning Commission and in putting in place an effective and efficient delivery system. At the instance of the Planning Commission and the Ministry of Consumer Affairs, Food & Public Distribution, Programme Evaluation Organisation took up the evaluation of
TPDS to reflect on the following issues • Efficacy of the delivery mechanism in improving access to PDS for the poor; • Off-take by the poor and its determinants; • Viability of Fair Price Shops (FPSs) & its implications; • Types and magnitudes of targeting errors and their implications on welfare and budgetary consumer subsidy; • Extent of leakages and diversions of subsidized food grains; • Delivery cost across the States; and • Overall performance of TPDS.
ADMINISTERING PUBLIC DISTRIBUTION SYSTEM Department of Civil Supplies and Consumer Protection is the nodal department for administering the public distribution system. The officials of this department at state level, district level and at taluk level coordinate with the cooperation department which runs large number of fair price shops and Tamil Nadu Civil Supplies Corporation which procures, stores and supply the essential commodities to public distribution outlets. Civil Supplies CID is the special police enforcement wing looking after enforcement besides the usual enforcement staff functioning under the Civil Supplies department. Public distribution system administration broadly consists of the family card management and distribution of essential commodities. Card management involves issue of new cards, mutations, deletions, additions and regular up dation and reconciliation of the card data. Distribution of essential commodities involves monthly allotment, monitoring the movement, distributions, inspections, preventive measures to curb diversion, etc. The Taluk Supply Office/City Zonal Office being the nodal point for public contact on the redressal of grievances regarding family cards and distribution of essential commodities, this government is making all efforts to make these offices public friendly. Simplifying the procedure for new card issue, mutations, responsive public grievances redressal mechanism, e-governance solutions to improve service level, intensive drive to eliminate bogus cards, intensive inspection and strict enforcement of law to curb illicit diversion are few measures to be indicated.
GOALS OF PUBLIC DISTRIBUTION SYSTEM The goal of PDS does not restrict itself with the distribution of rationed articles. Making available adequate quantities of essential articles at all times, in places accessible to all, at prices affordable to all and protection of the weaker section of the population from the vicious spiral of rising prices is the broad spectrum of PDS. More specifically, the goals of PDS are: ? Make goods available to consumers, especially the disadvantaged /vulnerable sections of society at fair prices. ? Rectify the existing imbalances between the supply and demand for consumer goods; Check and prevent hoarding and black marketing in essential commodities. ? Ensure social justice in distribution of basic necessities of life. ? Even out fluctuations in prices and availability of mass consumption goods. ? Support poverty-alleviation programmes, particularly, rural employment programmes, (SGRY/SGSY/IRDP/ Mid day meals, ICDS, DWCRA, SHGs and Food for Work and educational feeding programmes).
3.2 CONSUMER SATIFICATION MEANING Essentially, consumer satisfaction is the extent to which consumers are happy with the products or services provided by a business. It is an important concept in business, because happy customers are those most likely to place repeat orders and explore the full range of services offered. DEFINITION According to the Department of Marketing at Washington University, there is no single definition of consumer satisfaction. However, all the definitions in the literature and from consumers describe consumer satisfaction as a reasoned or emotional response to a product, service or consumer experience at a particular time. MEASUREMENT Consumer satisfaction can be measured using survey techniques and questionnaires. Questions typically include an element of emotional satisfaction coupled with an element of behavioral satisfaction, or loyalty to a particular product or service. FACTORS AFFECTING CONSUMER SATISFACTION Consumers are most likely to report satisfaction with goods and services if they are made to feel "special" by the provider. In other words, if the staff of a company pays attention to the individual needs of its customers, before, during and after the sales process, they are more likely to return. Consumer satisfaction is the overall impression of consumer about the supplier and the products and services delivered by the supplier. Following are the important factors that could affect consumer satisfaction:
? ? ? ? ? ? ? ? ? ?
Departmentwise capability of the supplier. Technological and engineering or re-engineering aspects of products and services. Type and quality of response provided by the supplier. Supplier’s capability to commit on deadlines and how efficiently they are met. Consumer service provided by the supplier. Complaint management. Cost, quality, performance and efficiency of the product. Supplier’s personal facets like etiquettes and friendliness. Supplier’s ability to manage whole consumer life cycle. Compatible and hassle free functions and operations.
The above factors could be widely classified under two categories i.e. suppliers behavior and performance of product and services. The supplier’s behavior mostly depends on the behavior of its senior subordinates, managers and internal employees. All the functional activities like consumer response, direct product and maintenance services, complaint management etc. are the factors that rely on how skillful and trained the internal and human resources of the supplier are. The second category is regarding all the products and services. This depends on the capability of supplier to how to nurture the products and service efficiently and how skilled the employees are. It’s all about how the skills are implemented to demonstrate engineering, re-engineering and technological aspects of the products and services. The quality and efficaciousness of the products is also an important factor that enables compatible and hassle free functions and operations. This bears to lower maintenance and higher life of the product which is highly admired by the consumers. If the product is having some problem or compatibility issues and requires frequent maintenance and support than the consumers could get irritated and possibilities of sudden divert is there which lead to supplier’s financial loss. In the same way if the product is expecting huge amount of financial and manual resources then consumers could get a feeling of dissatisfaction and worry. However, if these aspects are handled efficiently by giving class services and dealing with complaints effectively then dissatisfied consumers could be converted into long time satisfied consumers and retaining them becomes easy.
It is practically impossible for the supplier to provide all the above explained features. There are always some positive as well as negative features in products and services which could lead to delight or irritate consumers. The final opinion is the sum of overall experiences which a consumer percept. But it is also true that more the positive aspects, the more the consumer is satisfied. Hence the aim of the supplier should be always to enhance these positive feelings among all the consumers to increase consumer satisfaction. The supplier must identify how to enhance these positive aspects to maximum level by analyzing the consumer’s data and information using CRM system. The individual liking and disliking of consumers differ from consumer to consumer. It is hence required to target a consumer and identify individual requirement to make them satisfied. Having discussed the above factors that affect consumer satisfaction we can say that higher the satisfaction level, higher is the sentimental attachment of consumers with the specific brand of product and also with the supplier. This helps in making a strong and healthy consumer-supplier bonding. This bonding forces the consumer to be tied up with that particular supplier and chances of defection are very less. Hence consumer satisfaction is very important panorama that every supplier should focus on to establish a renounced position in the global market and enhance business and profit.
CHAPTER-IV 4.1 ANALYSIS AND INTERPRETATION
TABLE-4.1 GENDER OF THE RESPONDENT
S.NO 1 2
GENDER Male Female Total
NO OF RESPONDENT 88 62 150
PERCENTAGE 59 41 100
INTERPRETATION: From the above table we inferred that 58% of the respondents are male and 41% of the respondents are female. CHART NO-4.1 GENDER OF THE RESPONDENT GENDER
100
Percentage
80 60 40 20 0 male female
Gender
TABLE-4.2 AGE OF THE RESPONDENT
S.NO 1 2 3 4
AGE Below 21-30 31-40 Above TOTAL
NO OF RESPONDENT 6 32 44 68 150
PERCENTAGE 4 21 29 45 100
INTERPRETATION: From the above table it is inferred that 45% of the respondent are above 40, 29% of the respondent are between 31-40, 21% of the respondent are between 21-30 and 4% of the respondent are below 20. CHART NO-4.2 AGE OF THE RESPONDENT
AGE
80 70 60 50 40 30 20 10 0 68 44 32
Percentage
6 Below 20 21-30 31-40 Above 40
Age
TABLE-4.3 MARITAL STATUS OF RESPONDENT
S.NO 1 2 3
MARITAL STATUS Married Un Married Divorce Total
NO OF RESPONDENT 78 68 4 150
PERCENTAGE 52 45 3 100
INTERPRETATION: From the above table it is inferred that 52 % of the respondent are Married, 45% of the respondent are unmarried and 3% of the respondent are divorce. CHART NO-4.3 MARITAL STATUS OF RESPONDENT MARITAL STATUS
80
Percentage
60 40 20 0 Married Un Married
Divorce
Marital Status
TABLE-4.4 EDUCATION QUALIFICATION OF THE RESPONDENT S.NO 1 2 3 4 EDUCATION QUALIFICATION School Level Diploma Graduation Others Total NO OF RESPONDENT 60 32 46 12 150 PERCENTAGE 40 21 31 8 100
INTERPRETATION: From the above table it is inferred that 40% of the respondent are school level , 30% of the respondent are graduate, 21% of the respondent are diploma and 8% of the respondent are others. CHART NO-4.4 EDUCATION QUALIFICATION OF THE RESPONDENT EDUCATION QUALIFICATION
70 60
Percentage
50 40 30 20 10 0 School Level Diploma Graduation Others
Education Qualification
TABLE-4.5 OCCUPATION OF THE RESPONDENT
S.NO
OCCUPATION
NO OF RESPONDENT
PERCENTAGE
1 2 3 4 5
Government Employee Private Employee Farmer Business Man Other Total
28 68 18 32 4 150
19 45 12 21 2 100
INTERPRETATION: From the above table it is inferred that 45% of the respondent are private employees , 21% of the respondent are business man, 19% of the respondent are government employees ,12% of the respondent are farmer and 3% of the respondent are others. CHART NO-4.5 OCCUPATION OF THE RESPONDENT
OCCUPATION
80 70 60 50 40 30 20 10 0 Government Employee Private Employee Farmer Business Man Other
percentage
Occuption
TABLE -4.6 MONTHLY INCOME OF THE RESPONDENT S.NO 1 2 3 4 5 MONTHLY INCOME Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 TOTAL NO OF RESPONDENT 24 36 34 24 32 150 PERCENTAGE 16 24 23 16 21 100
INTERPRETATION: From the above table it is inferred that 24% of the respondents belong to the income level of below 5000-10000 , 23% of the respondents belong to the income level 10000 to 15000, 21% of the respondents belong to the income level of above, where as 16% of the respondents belong to the income level below 5000 and 16% of the respondents belong to the income of 15000-20000. CHART NO-4.6 MONTHLY INCOME OF THE RESPONDENT
MONTHLY INCOME
21%
16% BELOW 5000 5000-10000 10000-15000
16%
24%
15000-20000 ABOVE 20000
23%
TABLE -4.7 THE KIND OF CARD HOLDERS
S.NO 1 2 3
COLOR Green White Brown Total
NO OF RESPONDENT 96 48 6 150
PERCENTAGE 64 32 4 100
INTERPRETATION: From the above table it is inferred that 64 % of the respondents are green card holder , 32 % of the respondents are white card holder while the remaining 4% of the respondents are brown . CHART NO-4.7 THE KIND OF CARD HOLDERS THE KIND OF CARDS
120 100
Percentage
80 60 40 20 0 Green White Brown
Kinds Of Cards
TABLE-4.8 PRICE OF THE PRODUCT IN PDS
S.NO
OPINION REGARDING PRICE
NO OF RESPONDENT
PERCENTAGE
1 2 3
High Medium Low Total
36 63 51 150
24 42 34 100
INTERPRETATION: From the above table it is inferred that 42% of respondent told that the price are medium, 34% of respondent told that the price are low and the remaining 24 % of respondent are told that the price are high. CHART NO-4.8 PRICE OF THE PRODUCT IN PDS OPINION REGARDING PRICE
70 60
Percentage
50 40 30 20 10 0 High Medium Low
Opinion Regarding Price
TABLE-4.9 PRODUCTS FREQUENTLY PURCHASED BY THE RESPONDENT
PRODUCT
TOTAL
PERCENTAGE
RICE WHEAT COOKING OIL SUGAR KEROSENE DHALL RAVA MAIDA TOTAL
38 18 22 24 28 8 10 2 150
25% 12% 15% 16% 19% 5% 6% 1% 100
INTERPRETATION: From the above table it is clearly inferred that 25 % of the respondents are depend on rice , 19 % of the respondents are depend on kerosene oil, 16% of the respondents are depend on sugar ,15%of the respondents are depend on cooking oil , 12% of the respondents are depend on 7% of the respondents are depend on rava, 5 % of the respondents are depend on dhal and 1% of the respondents are depend on Maida.
CHART NO-4.9 PRODUCTS FREQUENTLY PURCHASED BY THE RESPONDENT PRODUCT FREQUENTLY PURCHASED IN PDS
1% 7% 5% 25% RICE WHEAT COOKING OIL 19% 12% 16% SUGAR KEROSENE DHALL RAVA 15% MAIDA
TABLE-4.10 COMFORTABLE DAY FOR PURCHASE
S.NO
COMFORTABLE DAY
NO OF RESPONDENT
PERCENTAGE
1 2 3 4 5 6 7
Monday Tuesday Wednesday Thursday Friday Saturday Sunday Total
12 8 20 28 22 22 38 150
8 5 13 19 15 15 25 100
INTERPRETATION: From the above table it is inferred that 8% of respondent are comfortable with Monday, 5% of respondent are comfortable with Tuesday , 13% of respondent are comfortable with Wednesday , 19% of respondent are comfortable with Thursday , 15% of respondent are comfortable with the Friday , 15% of respondent are comfortable with Saturday and 25 % of respondent are comfortable with Sunday .
CHART NO-4.10 COMFORTABLE DAY FOR PURCHASE
COMFORTABLE DAY
40 35 30 25 20 15 10 5 0
Percentage
Comfortable Day
TABLE-4.11 CONVENINENT STORE LOCATION S.NO 1 2 3 4 5 LEVEL OF SATISFACTION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 42 66 34 6 2 150 PERCENTAGE 28 44 22 4 1 100
INTERPRETATION: The above table shows that 44% of the respondents are satisfied, 28% of the respondent are highly satisfied , 23% of the respondent are satisfied , 4% of the respondent are dissatisfied , while the remaining 1% of the respondents are highly dissatisfied.
CHART NO-4.11 CONVENINENT STORE LOCATION
CONVENIENT STORE LOCATION
70 60
Percentage
50 40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Convinent Store Location
TABLE-4.12 WORKING HOURS S.NO 1 2 3 4 5 LEVEL OF SATISFACTION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 20 88 28 8 6 150 PERCENTAGE 13 59 19 5 4 100
INTERPRETATION: The above table shows that 59% of the respondents are satisfied , 19% of the respondent are neutral , 13% of the respondent are highly satisfied , 5% of the respondent are dissatisfied , while the remaining 4% of the respondents are highly dissatisfied. CHART NO-4.12 WORKING HOURS
WORKING HOURS
100
Percentage
80 60 40 20 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Working Hours
TABLE-4.13 PRICE S.NO 1 2 3 4 5 LEVEL OF SATISFACTION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 36 74 32 6 2 150 PERCENTAGE 24 49 21 4 1 100
INTERPRETATION: The above table shows that 49% of the respondents are satisfied , 24% of the respondent are highly satisfied , 21% of the respondent are neutral , 4% of the respondent are dissatisfied , while the remaining 1% of the respondents are highly dissatisfied.
CHART NO-4.13 PRICE PRICE
1% 4% 24% 21% Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied 50%
TABLE-4.14 SERVICE
S.NO 1 2 3 4 5
LEVEL OF SATISFICATION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
NO OF RESPONDENT 12 34 70 26 8 150
PERCENTAGE 8 23 47 17 5 100
INTERPRETATION The above table shows that 47% of the respondents are neutral , 23% of the respondent are satisfied , 18% of the respondent are dissatisfied , 8% of the respondent are highly satisfied , while the remaining 5% of the respondents are highly dissatisfied. CHART NO-4.14 SERVICE SERVICE
70 60 50 40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Percentage
Service
TABLE-4.15 DISPLAY OF GOODS LIST S.NO NO OF RESPONDENT 36 20 50 30 14 150 PERCENTAGE 24 13 33 20 9 100
LEVEL OF SATISFACTION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
1 2 3 4 5
INTERPRETATION The above table shows that 47% of the respondents are neutral , 23% of the respondent are satisfied , 18% of the respondent are dissatisfied , 8% of the respondent are highly satisfied , while the remaining 5% of the respondents are highly dissatisfied. CHART NO-4.15 DISPLAY OF GOODS LIST DISPLAY OF GOODS LIST
70 60
Percentage
50 40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Display Of Goods List
TABLE-4.16 FESTIVAL OFFERS S.NO 1 2 3 4 5 FESTIVAL OFFERS Highly Satisfied Satisfied Netural Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 28 62 32 10 18 150 PERCENTAGE 19 41 21 7 12 100
INTERPRETATION The above table shows that 41% of the respondents are satisfied , 21% of the respondent are neutral , 19% of the respondent are highly satisfied , 12% of the respondent are highly dissatisfied , while the remaining 7% of the respondents are dissatisfied. CHART NO-4.16 FESTIVAL OFFERS FESTIVAL OFFERS
70 60 50 40 30 20 10 0 Highly Satisfied Satisfied Netural Dissatisfied Highly Dissatisfied
Percentage
Festival Offers
TABLE-4.17 QUALITY S.NO 1 2 3 4 5 QUALITY Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 36 58 28 12 16 150 PERCENTAGE 24 39 19 8 11 100
INTERPRETATION: The above table shows that 39% of the respondents are satisfied, 24% of the respondent are highly satisfied and 19% are neutral about it, and 11% are highly dissatisfied, while the remaining 8% of the respondents are dissatisfied. CHART NO-4.17 QUALITY QUALITY
70 60
Percentage
50 40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Quality
TABLE-4.18 QUANTITY S.NO 1 2 3 4 5 QUANTITY Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 32 28 58 14 18 150 PERCENTAGE 21 19 39 9 12 100
INTERPRETATION The above table shows that 39% respondents are neutral, 21% are highly satisfied and 19% are satisfied about it, and 12% are dissatisfied, while the remaining 9% of the respondents are dissatisfied. CHART NO-4.18 QUANTITY QUANTITY
60 50
Percentage
40 30 20 10 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Quantity
TABLE-4.19 PACKAGING S.NO 1 2 3 4 5 PACKAGING Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total NO OF RESPONDENT 48 36 22 26 18 150 PERCENTAGE 32 24 15 17 12 100
INTERPRETATION the above table shows that 32% respondents are highly satisfied, 24% are satisfied and 17% are dissatisfied about it, and 15% are neutral, while the remaining 12% of the respondents are highly dissatisfied. CHART NO-4.19 PACKAGING PACKAGING
12% 32% 17% Highly Satisfied Satisfied Neutral Dissatisfied 15% 24% Highly Dissatisfied
TABLE-4.20 AVAILABILITY S.NO 1 2 3 4 5 LEVEL OF SATISFICATION Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
NO OF RESPONDENT 28 36 22 36 28 150
PERCENTAGE 19 24 15 24 19 100
INTERPRETATION: The above table shows that 24% respondents are satisfied, 24% are dissatisfied,19% of the respondents are highly dissatisfied ,19% are highly satisfied, and while the remaining 15% of the respondent are neutral. CHART NO-4.20 AVAILABILITY AVAILABILITY
40 35 30 25 20 15 10 5 0 Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
Percentage
Availability
TABLE-4.21 LOW QUALITY OF PRODUCTS S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total
NO OF RESPONDENT 18 36 28 44 24 150
PERCENTAGE 12 24 19 29 16 100
INTERPRETATION: The above table shows that 29% respondents are agree , 24% are disagree ,19% are neutral about it, 16% are highly agree , while the remaining 12% of the respondents are highly disagree. CHART NO-4.21 LOW QUALITY OF PRODUCTS LOW QUALITY OF PRODUCTS
50 45 40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
percentage
Low quality of products
TABLE-4.22 IMPROPER QUALITY
S.NO 1 2 3 4 5
LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total
NO OF RESPONDENT 22 20 32 24 52 150 15 13 21 16 35
PERCENTAGE
100
INTERPRETATION: The above table shows that 35% respondents are highly agree , 21% are neutral about it, 16% of the respondent are agree, 15% are highly disagree , while the remaining 14% of the respondents are disagree. CHART NO-4.22 IMPROPER QUALITY IMPROPER QUALITY
60
Percentage
50 40 30 20 10 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
Improper Quality
TABLE-23 PROPER BALANCE AMOUNT S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total
NO OF RESPONDENT 20 26 34 30 40 150
PERCENTAGE 13 17 23 20 27 100
INTERPRETATION: The above table shows that 27% respondents are highly agree , 23% are neutral about it, 20 % of the respondent are agree 17% are disagree , while the remaining 13% of the respondents are highly disagree. CHART NO-4.23 PROPER BALANCE AMOUNT PROPER BALANCE AMOUNT
Percentage
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Proper balance amount
TABLE-4.24 UN AVAILABILITY OF PRODUCTS S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total NO OF RESPONDENT PERCENTAGE 8 24 28 40 50 150 5 16 19 27 33 100
INTERPRETATION: The above table shows that 33% respondents are highly agree , 27% are agree, 19 % of the respondent are neutral about it, 16% are disagree , while the remaining 5% of the respondents are highly disagree. CHART NO-4.24 UN AVAILABILITY OF PRODUCTS UN AVAILABILITY OF PRODUCTS
5% 33%
16%
Strongly Disagree Disagree 19% Neutral Agree Strongly Agree
27%
TABLE-4.25 DISTRIBUTING OF OLD STOCK S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total NO OF RESPONDENT 18 24 16 32 60 150 PERCENTAGE 12 16 11 21 40 100
INTERPRETATION: The above table shows that 40% respondents are highly agree , 21% are agree , 16% are disagree , 12% of the respondent are highly disagree, and while the remaining 11% of the respondent are neutral about it .
CHART NO-4.25 DISTRIBUTING OF OLD STOCK DISTRIBUTING OF OLD STOCK
60 60 50
Percentage
40 30 20 10 0 Strongly Disagree Disagree Neutral 24 18 16
32
Agree
Strongly Agree
Distributing of old stock
TABLE-4.26 LOW RESPONSE FROM STORE INCHARGE S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total NO OF RESPONDENT 16 22 26 32 54 150 PERCENTAGE 11 15 17 21 36 100
INTERPRETATION The above table shows that 36% respondents are highly agree , 21% are agree, 17 % of the respondent are neutral about it, 15% are disagree , while the remaining 11% of the respondents are highly disagree. CHART NO-4.26 LOW RESPONSE FROM STORE INCHARGE LOW RESPONSE
60 50
Percentage
40 30 20 10 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
Low Response
TABLE-4.27 LONG WAITING HOURS
S.NO 1 2 3 4 5
LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total
NO OF RESPONDENT 6 12 16 66 50 150
PERCENTAGE 4 8 11 44 33 100
INTERPRETATION: The above table shows that 44% respondents are agree , % are highly agree and 11% are neutral about it, and 8% are disagree , while the remaining 4% of the respondents are highly disagree.
CHART NO-4.27 LONG WAITING HOURS LONG WAITING HOURS
70 60 50 40 30 20 10 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
Percentage
Long waiting hours
TABLE-4.28 INVALIDITY OF MEASURING DEVICE S.NO 1 2 3 4 5 LEVEL OF AGREEMRNT Strongly Disagree Disagree Neutral Agree Strongly Agree Total NO OF RESPONDENT 20 22 32 40 36 150 PERCENTAGE 13 15 21 27 24 100
INTERPRETATION: The above table shows that 27% respondents are agree , 21% are HIGHLY agree and 21% are neutral about it, and 15% are disagree , while the remaining 13% of the respondents are highly disagree. CHART NO-4.28 INVALIDITY OF MEASURING DEVICE INVALIDITY OF MEASURING DEVICE
45 40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
Percentage
Invalidity Of Measuring Device
TABLE-4.29 ENOUGH STORAGE CAPACITY IN STORE S.NO 1 2 3 4 5 LEVEL OF AGREEMENT Strongly Disagree Disagree Neutral Agree Strongly Agree Total NO OF RESPONDENT 16 10 48 44 32 150 PERCENTAGE 11 7 32 29 21 100
INTERPRETATION: The above table shows that 32% of the respondents are neutral about it , 29% of the respondent are agree , 21% of the respondent are highly agree, and 11% of the respondent are highly disagree , while the remaining 7% of the respondents are disagree. CHART NO-4.29 ENOUGH STORAGE CAPACITY IN STORE STORE CAPACITY
50
Percentage
40 30 20 10 0 Strongly Disagree Disagree Neutral Agree Strongly Agree
Enough Storage Capacity
WEIGHTED AVERAGE METHOD TABLE NO-4.30 LEVEL OF SATISFICATION TOWARDS PDS S.NO 1 2 3 4 5 6 7 8 9 10 Mean score PARTICULARS Convenient Store Location Working Hours Price Service Display Of Goods List Festival Offers Quality Quantity Packaging Availability TOTAL SCORE 2.07 2.09 2.28 2.89 2.77 2.52 2.43 2.72 2.53 3.00 2.53
INTERPRETATION: From the above table it is inferred that the mean score is 2.53. The factors such as
service,display of goods list,quantity& availability scores are above 2.53.such as 2.89,2.77,2.72& 3.00. hence these factors are highly dissatisfied by the respondents. The factors such as convinent store location , working hours,price,festival offers,quality& packaging scores are below.2.53.such as 2.07,2.09,2.28,2.52,2.43&2.53 respectively. Therefore these factors are dissatisfied by the respondents.
TABLE NO-4.31 LEVEL OF AGREEMENT TOWARDS PDS S.NO 1 2 3 4 5 6 7 8 9 PARTICULARS Low Quantity Products Improper Quality Proper balance amount Unavailability Of Products Distributing Of Old Stock Low Response From Store In charge Long Waiting Hours In Queue Invalidity Of Measuring Device Enough storage capacity in store Mean score TOTAL SCORE 4.30 3.43 3.29 3.67 3.91 3.57 3.95 3.33 2.56 3.80
INTERPRETATION From the above table it is inferred that the mean score is 3.80. The factors such as low quality products, distributing of old stock&long waiting hours in queue scores above 3.80 such as 4.30, 3.91, &3.95 respectively. Hence these factors are strongly agree by the respondents. The factors such as Improper Quality, Proper balance amount, Unavailability Of Products,low response from store incharge ,invalidity of measures& enough storage capacity .scores below 3.80 such as 3.43, 3.29,3.67, 3.57,3.33&2.56 respectively. Therefore these factors are agree by the respondents.
CHI SQUARE TABLE NO-4.32 GENDER AND HOURS OF WORKING
Working hours Gender Male Female Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 10 58 16 2 2 10 30 12 6 4 20 88 28 8 6 Total 88 62 150
H0 - There is no significant relationship between gender and hours of working. H1 – There is a significant relationship between gender and hours of working.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 10.38 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and hours of working.
TABLE NO-4.33
GENDER AND PRICE Price Gender Male Female Total Highly Satisfied Satisfied Neutral Dissatisfied 16 40 24 6 20 36 34 74 8 32 6 Highly Satisfied 2 2 Total 88 62 150
H0 - There is no significant relationship between gender and price. H1 –There is a significant relationship between gender and price.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 12.81 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and price.
TABLE NO-4.34
GENDER AND SERVICE Service Gender Male Female Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 6 18 44 16 4 6 12 16 34 26 70 10 26 4 8 Total 88 62 150
H0 - There is no significant relationship between gender and service. H1 – There is a significant relationship between gender and service.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 18.03 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and service.
TABLE NO-4.35
GENDER AND DISPLAY OF GOODS LIST Display of goods list Gender Male Female Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 18 10 38 18 4 18 36 10 20 12 50 12 30 10 14 Total 88 62 150
H0 - There is no significant relationship between gender and display of goods list. H1 – There is a significant relationship between gender and display of goods list.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 13.18 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and display of goods list
TABLE NO-4.36 GENDER AND QUALITY Quality Gender Male Female Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 18 36 14 8 12 18 36 22 58 14 28 4 12 4 16 Total 88 62 150
H0 - There is no significant relationship between gender and quality. H1 – There is a significant relationship between gender and quality.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 13.18 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and quality
TABLE NO-4.37 GENDER AND QUANTITY Quantity Gender Male Female Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 10 20 40 10 8 22 8 18 4 10 32 28 58 14 18 Total 88 62 150
H0 - There is no significant relationship between gender and quantity. H1 –There is a significant relationship between gender and quantity.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 16.78 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and quantity
TABLE NO-4.38 GENDER AND PACKAGING Packaging Gender Male Female Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 26 18 16 16 12 22 18 6 10 6 48 36 22 26 18 Total 88 62 150
H0 - There is no significant relationship between gender and packaging. H1 – There is a significant relationship between gender and packaging.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 14.54 =4 = 9.488 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between gender and packaging.
TABLE NO-4.39 AGE AND HOURS OF WORKING Working hours Age Below 20 21-30 31- 40 Above 40 Total Highly Satisfied 4 4 12 0 20 Satisfied Neutral Dissatisfied 20 6 0 28 6 4 38 14 2 2 2 2 88 28 8 Highly Dissatisfied 2 0 2 2 6 Total 32 42 68 8 150
H0 - There is no significant relationship between age and hours of working. H1 – There is a significant relationship between age and hours of working.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 34.24 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and hours of working.
TABLE NO-4.40 AGE AND PRICE Price Age Below 20 21-30 31-40 Above 40 Total Highly Satisfied Satisfied Neutral Dissatisfied 3 2 1 7 18 7 11 25 8 15 36 29 74 16 32 6 6 Highly Dissatisfied 2 2 Total 6 32 44 68 150
H0 - There is no significant relationship between age and price. H1 – There is a significant relationship between age and price.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 27.24 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and price.
TABLE NO- 4.41
AGE AND SERVICE Service Age Below 20 21-30 31-40 Above 40 Total Highly Satisfied Satisfied Neutral 0 0 1 0 8 14 9 9 22 17 34 33 70 Highly Dissatisfied Dissatisfied 4 1 8 2 2 2 12 26 3 8 Total 6 32 44 68 150
3 12
H0 - There is no significant relationship between age and service. H1 – There is a significant relationship between age and service.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 31.05 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and service.
TABLE NO-4.42
AGE AND DISPLAY OF GOODS LIST Display of goods list Age Below 20 21-30 31-40 Above 40 Total Highly Satisfied Satisfied Neutral 0 1 4 6 8 5 15 4 10 15 36 7 20 31 50 Highly Dissatisfied Dissatisfied 1 0 11 2 9 6 9 30 6 14 Total 6 32 44 68 150
H0 - There is no significant relationship between age and display of goods list. H1 – There is a significant relationship between age and display of goods list.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 24.40 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and display of goods list.
TABLE NO-4.43
AGE AND QUALITY Quality Age Below 20 21-30 31-40 Above 40 Total Highly Satisfied 6 10 20 36 Satisfied Neutral Dissatisfied 1 2 11 8 3 25 5 2 21 15 5 58 28 12 Highly Dissatisfied 3 4 2 7 16 Total 6 32 44 68 150
H0 - There is no significant relationship between age and quality. H1 – There is a significant relationship between age and quality.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 27.81 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and quality.
TABLE NO-4.44 AGE AND PACKAGING Packaging Age Below 20 21-30 31-40 Above 40 Total Highly Satisfied Satisfied Neutral 1 2 9 13 4 17 10 5 21 48 11 36 13 22 Highly Dissatisfied Dissatisfied 2 1 4 2 7 5 13 26 10 18 Total 6 32 44 68 150
H0 - There is no significant relationship between age and Packaging. H1 – There is a significant relationship between age and Packaging.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 32.43 = 12 = 21.026 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between age and Packaging.
TABLE NO-4.45
MARITAL STATUS AND HOURS OF WORKING Working hours Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 12 50 8 6 2 8 34 20 2 4 20 4 88 8 6 Total 78 68 4 150
28
H0 - There is no significant relationship betweenmarital status and hours of working. H1 – There is a significant relationship between marital status and hours of working.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 17.62 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status and hours of working.
TABLE NO-4.47 MARITAL STATUS AND PRICE Price Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 18 42 14 4 16 32 16 2 2 2 36 74 2 32 6 2 Total 78 68 4 150
H0 - There is no significant relationship betweenmarital status and price. H1 -There is a significant relationship between marital status and price.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 22.03 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status and price.
TABLE NO-4.47 MARITAL STATUS AND SERVICE Service Marital Status Married Un Married Divorce Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 6 14 44 10 4 6 18 24 16 4 2 34 2 70 26 8 Total 78 68 4 150
12
H0 - There is no significant relationship betweenmarital status and service. H1 – There is a significant relationship between marital status and service.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 19.76 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status and service.
TABLE NO-4.48
MARITAL STATUS AND DISPLAY OF GOODS LIST Display of goods list Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Netural Dissatisfied Dissatisfied 16 10 26 18 8 20 36 8 2 20 24 50 12 30 4 2 14 Total 78 68 4 150
H0 - There is no significant relationship betweenmarital status and display of goods list. H1 – There is a significant relationship betweenmarital status and display of goods list.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 17.15 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status and display of goods list.
TABLE NO-4.49
MARITAL STATUS AND QUALITY Quality Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 18 30 18 6 6 18 24 10 6 10 36 4 58 28 12 16 Total 78 68 4 150
H0 - There is no significant relationship betweenmarital status and quality. H1 – There is a significant relationship betweenmarital status and quality.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 20.38 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status andquality.
TABLE NO-4.50
MARITAL STATUS AND QUANTITY Quantity Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 16 16 24 10 12 16 12 30 4 6 32 28 4 58 14 18 Total 78 68 4 150
H0 - There is no significant relationship betweenmarital status and quantity. H1 – there is a significant relationship betweenmarital status and quantity.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 23.92 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status andquantity.
TABLE NO -4.51
MARITAL STATUS AND PACKAGING Packaging Marital Status Married Un Married Divorce Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 22 22 4 20 10 24 2 48 14 36 16 2 22 6 26 8 18 Total 78 68 4 150
H0 - There is no significant relationship betweenmarital status andpackaging. H1 – There is a significant relationship betweenmarital status and packaging.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 21.90 =8 = 15.507 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between marital status andpackaging.
TABLE NO-4.52 OCCUPATION AND HOURS OF WORKING Working hours Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 4 12 8 2 2 8 0 8 0 20 36 16 20 4 88 18 0 2 0 28 4 0 2 0 8 2 2 0 0 6 Total 28 68 18 32 4 150
H0 - There is no significant relationship betweenoccupation and hours of working. H1 – There is a significant relationship betweenoccupation and hours of working.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 28.44 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation and hours of working.
TABLE NO-4.53
OCCUPATION AND PRICE Price Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 8 12 6 0 2 32 4 22 4 74 18 2 6 32 4 2 6 2 Total 28 68 18 32 4 150
14 10 4 36
H0 - There is no significant relationship betweenoccupation and price. H1 – There is a significant relationship betweenoccupation andprice.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 35.11 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation and price.
TABLE NO-4.54 OCCUPATION AND SERVICE Service Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Satisfied Neutral Dissatisfied 4 6 16 2 8 12 14 6 6 2 34 30 12 12 70 12 12 26 Highly Dissatisfied 4 2 2 8 Total 28 68 18 32 4 150
H0 - There is no significant relationship betweenoccupation and service. H1 – There is a significant relationship betweenoccupation andservice.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 44.74 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation and service.
TABLE NO-4.55 OCCUPATION AND DISPLAY OF GOODS LIST Display of goods list Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 4 6 10 4 4 10 2 2 20 20 12 6 2 50 12 2 12 30 4 2 4 14 Total 28 68 18 32 4 150
22 10 36
H0 - There is no significant relationship betweenoccupation and display of goods list. H1 – There is a significant relationship betweenoccupation and display of goods list.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 32.07 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation and display of goods list.
TABLE NO -4.56
OCCUPATION AND QUALITY Quality Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 6 12 6 4 26 6 12 2 58 6 8 8 28 4 8 12 8 2 2 16 Total 28 68 18 32 4 150
24 2 2 2 36
H0 - There is no significant relationship betweenoccupation and quality. H1 – There is a significant relationship betweenoccupation andquality.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 39.54 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation andquality.
TABLE NO-4.56 OCCUPATION AND QUANTITY Quantity Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Netural Dissatisfied Dissatisfied 4 4 6 6 8 20 4 28 30 10 10 2 58 8 14 4 4 2 18 Total 28 68 18 32 4 150
6 4 18 32
H0 - There is no significant relationship betweenoccupation and quantity. H1 – There is a significant relationship betweenoccupation andquantity.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 66.08 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation andquantity.
TABLE NO-4.58
OCCUPATION AND PACKAGING Packaging Occupation Government Employee Private Employee Farmer Business Man Other Total Highly Satisfied Highly Satisfied Neutral Dissatisfied Dissatisfied 6 6 6 6 4 20 6 4 36 6 8 2 22 12 4 4 26 10 2 2 18 Total 28 68 18 32 4 150
20 8 14 48
H0 - There is no significant relationship betweenoccupation and packaging. H1 –There is a significant relationship betweenoccupation andpackaging.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 29.81 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between occupation andpackaging.
TABLE NO-4.59
MONTHLY INCOME AND HOURS OF WORKING Working hours Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Satisfied 8 0 8 2 2 20 Satisfied Neutral Dissatisfied 6 6 4 26 8 0 22 2 2 12 6 2 22 88 6 28 0 8 Highly Dissatisfied 0 2 0 2 2 6 Total 24 36 34 24 32 150
H0 - There is no significant relationship betweenmonthly income and hours of working. H1 – There is a significant relationship betweenmonthly income and hours of working.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 41.29 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and hours of working.
TABLE NO -4.60
MONTHLY INCOME AND PRICE Price Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Satisfied Satisfied Neutral Dissatisfied 18 6 12 12 8 4 8 20 6 8 8 36 10 14 74 6 6 32 2 6 Highly Satisfied 2 2 Total 24 36 34 24 32 150
H0 - There is no significant relationship betweenmonthly income and price. H1 – There is a significant relationship betweenmonthly income and price.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 30.38 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and price.
TABLE NO-4.61
MONTHLY INCOME AND SERVICE Service Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Satisfied Satisfied Neutral 2 6 10 2 4 22 0 10 12 6 8 34 8 18 70 Highly Dissatisfied Dissatisfied 4 2 8 0 10 2 2 2 26 2 2 8 Total 24 36 34 24 32 150
6 2 12
H0 - There is no significant relationship betweenmonthly income and service. H1 – There is a significant relationship betweenmonthly income and service.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 28.56 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and service.
TABLE NO -4.62
MONTHLY INCOME AND DISPLAY OF GOODS LIST Display of goods list Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 14 4 2 4 8 8 16 2 2 4 4 10 14 2 6 2 8 4 4 4 36 6 20 12 50 8 30 2 14 Total 24 36 34 24 32 150
H0 - There is no significant relationship betweenmonthly income and display of goods list. H1 – There is a significant relationship betweenmonthly income and display of goods list.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 43.56 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and display of goods list.
TABLE NO-4.63
MONTHLY INCOME AND QUALITY Quality Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Highly Satisfied Satisfied Neutral Dissatisfied Dissatisfied 12 6 4 2 6 10 8 4 8 8 18 4 4 4 8 6 2 4 6 36 16 58 6 28 2 12 2 16 Total 24 36 34 24 32 150
H0 - There is no significant relationship betweenmonthly income and quality. H1 – There is a significant relationship betweenmonthly income and quality.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 28.18 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and quality.
TABLE NO-4.64
MONTHLY INCOME AND QUANTITY Quantity Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Satisfied Satisfied Neutral 8 6 6 8 6 12 8 4 14 4 8 28 12 14 58 Highly Dissatisfied Dissatisfied 2 2 6 4 2 6 4 14 4 2 18 Total 24 36 34 24 32 150
8 32
H0 - There is no significant relationship betweenmonthly income and quantity. H1 – There is a significant relationship betweenmonthly income and quantity.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 34.60 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and quantity.
TABLE NO-4.65
MONTHLY INCOME AND PACKAGING Packaging Monthly Income Below 5000 5000-10000 10000-15000 15000-20000 Above 20000 Total Highly Satisfied Satisfied Neutral 6 2 10 10 6 2 20 6 6 6 6 48 10 12 36 4 22 Highly Dissatisfied Dissatisfied 2 4 10 8 2 2 12 26 2 2 18 Total 24 36 34 24 32 150
H0 - There is no significant relationship betweenmonthly income and packaging. H1 – There is a significant relationship betweenmonthly income and packaging.
CHI SQUARE: Calculated x2 value Degree of freedom Table value Significant level = 62.34 = 16 = 26.296 =5%
INFERENCE: It is inferred from the above table that the calculated value of chi square value is greater than the table value. Hence the null hypothesis is rejected. So there is a significant relationship between monthly income and packaging.
5.1 MAJOR FINDINGS
? Majority (45%) of the respondents are the age group of above 40. ? Majority (52%) of the respondents are married. ? Majority (45%) of the respondents are private employee. ? Majority(24%) of the respondents are the income level of 5000 to 10000 ? Majority (64%) of the respondents are using green card. ? Majority (25%) of the respondents are frequently buy rice in Public distribution.
? Majority (25% ) of the respondents are comfortable to buy product on Sunday. ? Majority (44%)of the respondents are satisfied with the stores conveniently located. ? Majority (59%) of the respondents are satisfied with the stores working hours. ? Majority (49%) of the respondents are satisfied with the price. ? Majority (47%) of the respondents are neutral with the service ? Majority (33%) of the respondents are neutral with the display of goods list . ? Majority (41%) of the respondents are satisfied with the festival offers. ? Majority (36%) of the respondents are disagree with the service provided in public distribution system. ? Majority (39%) of the respondents are satisfied with the quality . ? Majority (39%) of the respondents are neutral with the quantity. ? Majority (31%) of the respondents are agree with the low quality products. ? Majority (35%) of the respondents are strongly agree with the improper quantity.
? Majority (23%)of the respondents are neutral with the proper balance amount. ? Majority(33%) of the respondents are strongly agree with the unavailability of products. ? Majority (40%) of the respondents are strongly agree with the distributing of old stock. ? Majority (36%) of the respondents are strongly agree with the low response from store incharge. ? Majority (44%) of the respondents are strongly agree with the long waiting hours in que. ? Majority (32%)of the respondent are neutral with the enough store capacity.
5.2SUGGESTION The following suggestions are made for the consumer satisfaction towards public distribution system based on the findings of this study. ?
The public distribution system department should take step to increase the performance of the public distribution system.
?
The public distribution system department should allot separate date for separate wards.
?
The public distribution system department should list out the price of all the product in public distribution system stores.
?
The public distribution system department should periodically check the availability of the product in public distribution system stores.
? ? ? ? ?
The quantity of the products distributed can be increased. The Quality of the rice can be increased. The public distribution should provide good quality products to the consumers. The public distribution system should reduce the waiting hours of the consumers The public distribution system should have an enough storeage capacity.
5.3CONCLUSION
Government has taken all efforts to make the system more effective and ensure the availability, affordability and accessibility of public distribution system articles to the poor. But the responses of sample respondents of this study showed different picture and unearthed that public distribution system is suffering from problems like leakages, poor quality and under weighment, non-availability of controlled as well as non-controlled articles As the main objective of public distribution system is to provide safety net to the poor against spiraling rise in price, the selling of non-controlled articles through FPS is not away from the scope of public distribution system .
BIBLOGRAPHY
Books: Kothari C.R., “Research Methodology” Memoria, C.B ., Marketing management, new delhi,kitab mahal publications Philip kotler, Marketing management, the millennium edition.
Journals: 1. George P.S. (1996), Public Distribution System, Food Subsidy and Production Incentives, Economic and Political Weekly, Vol.31 (39), p-140. 2. Suryanarayanan M.H. (1995), PDS Reform and Scope for Commodity based Targeting, Economic and Political Weekly, Vol.30 (13), p-687. 3 . Gupta (1995), Liberalization and Globalization of Indian Economy, Atlantic Publishers and Distributors, Vol.1 (11), New Delhi. 4. Rao V. (1999), Role of PDS in Food Security, Social Welfare, Vol.46(6), September, p-7. Websites: www.tncsc.tn.gov.in www.students3k.com wikipedia.org/Food_and_Public_Distribution_(India
QUESTIONNAIRE A Study on Consumer Satisfaction towards Public Distribution System with special reference to Coimbatore (south)
Demographic Profile:
1. Name …………………………… 2. Gender (a)Male ? 3. Age (a)Below 20 ? (b)21-30 ? (c)31-40 4. Marital Status (a) Married ? (b) Unmarried 5. Education Qualification (a) School Level 6.. Occupation (a) Government Employee (d) Business Man 7. Monthly Income (a)Below 5000 ? (b) 5000-10000 ? (c)10000-15000 ? ? ? (b) Private Employee ? (E) Other ? (c) Farmer ? ? (b) Diploma ? (c) graduation ? (d) others ? ? (c) Divorce ? (d) Widow ? ? (d)Above 40 ?. (b) Female ?
(d)15000-20000 ? (e) Above 20000 ? 8. Which colour Of Card You Have (a) Green Cards ? (c) White Cards ? (C) Brown Card ?
9. What Is Your Opinion Regarding the Price of the Product in Public Distribution System. (a)High ? (b) Medium ? (c) Low ?
10 .Which Kind Of Product You Buy Frequently. (a)Rice ? (b)Wheat (f)Dhal ? ? (c)Cooking Oil (g) Rava ? (d)Sugar ? ?. (e)Kerosene Oil ? ? (i) Maida
11. Mention the Day which you feel Comfortable to Buy Products In Public distribution system Monday Friday ? ? Tuesday Saturday ? ? Wednesday ? Sunday ? Thursday ?
12.Level Of Satisfaction Towards public distribution System
Particulars
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
Convenient Store Location Working Hours Price Service Display Of Goods List Festival Offers Quality Quantity Packaging Availability
13. Level Of Agreement Towards Public Distribution System
Particulars
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Low quantity products Improper quality Proper balance amount Unavailability of products Distributing of old stock Low response from store incharge Long waiting hours in que Invalidity of measuring device Enough storage capacity in store
14. Give Suggestions If Any
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