analysis of new product development in commodity shops

CONTENT

S.NOTITLEPAGE NO

LIST OF TABLES

LIST OF CHARTS

CHAPTER-I

1.1INTRODUCTION TO THE STUDY1

1.2OBJECTIVES OF THE STUDY4

1.3NEED FOR THE STUDY5

1.4SCOPE OF THE STUDY6

1.5LIMITATION OF THE STUDY7

1.6RESEACH METHODOLOGY8

CHAPTER-II

2.1REVIEW OF LITERATURE12

CHAPTER-III

3.1INTRODUCTION TO PDS18

3.2CONSUMER SATISFICATION24

CHAPTER-IV

4.1ANALYSIS AND INTERPRETATION27

CHAPTER-V

5.1FINIDINGS95

5.2SUGGESTIONS97

5.3CONCLUSION98

BIBLIOGRAPHY

APPENDIX

LIST OF TABLESTABLE NOTITLEPAGE NO

1GENDER OF THE RESPONDENT27

2AGE GROUP OF THE RESPONDENTS28

3MARITAL STATUS OF THE RESPONDENTS29

4EDUCATION QUALIFICATION OF THE RESPONDENTS30

5OCCUPTION OF THE RESPONDENT31

6MONTHLY INCOME OF THE RESPONDENT.32

7 KINDS OF CARD HOLDERS33

8 PRICE OF THE PRODUCT IN PDS34

9 PRODUCT FREQUENTLY PURCHASED BY THE RESPONDENT35

10 COMFORTABLE DAY FOR PURCHASE37

11LEVEL OF SATISFACTION WITH CONVINENT STORE LOCATION39

12LEVEL OF SATISFACTION WITH WORKING HOURS 41

13LEVEL OF SATISFACTION WITH PRICE42

14 LEVEL OF SATISFICATION WITH SERVICE43

15LEVEL OF SATISFACTION WITH DISPLAY OF GOODS LIST44

16LEVEL OF SATISFACTION WITH FESTIVAL OFFERS.45

17LEVEL OF SATISFACTION WITH THE QUALITY 46

18LEVEL OF SATISFACTION WITH QUANTITY47

19LEVEL OF SATISFACTION WITH PACKAGING48

20LEVEL OF SATISFACTION WITH UNAVALIABILITY 49

21LEVEL OF AGREEMENT WITH THE LOW QUANTITY PRODUCTS 50

22LEVEL OF AGREEMENT WITH THE IMPROPER QUALITY OF 51

23

LEVEL OF AGREEMENT WITH THE PROPER BALANCE AMOUNT52

24LEVEL OF AGREEMENT WITH THE UNAVALIBILITY OF PRODUCTS53

25LEVEL OF AGREEMENT WITH THE DISTRIBUTING OF OLD STOCK 54

26LEVEL OF AGREEMENT WITH THE LOW RESPONSE FROM THE STORE INCHARGE55

27LEVEL OF AGREEMENT WITH THE LONG WAITING HOURS IN QUE56

28LEVEL OF AGREEMENT WITH THE INVALIDITY OF MEASURING DEVICE57

29LEVEL OF AGREEMENT WITH THE ENOUGH STORAGE CAPACITY IN STORE58

30LEVEL OF SATISFICATION TOWARDS PDS59

31LEVEL OF AGREEMENT TOWARDS PDS60

32GENDER AND HOURS OF WORKING61

33GENDER AND PRICE62

34GENDER AND SERVICE63

35GENDER AND DISPLAY OF GOODS LIST64

36GENDER AND QUALITY65

37GENDER AND QUANTITY66

38GENDER AND PACKAGING67

39AGE AND HOURS OF WORKING68

40AGE AND PRICE69

41AGE AND SERVICE70

42AGE AND DISPLAY OF GOODS LIST71

43AGE AND QUALITY72

44AGE AND PACKAGING73

45MARITAL STATUS AND HOURS OF WORKING74

46MARITAL STATUS AND PRICE75

47MARITAL STATUS AND SERVICE76

48MARITAL STATUS AND DISPLAY OF GOODS LIST77

49MARITAL STATUS AND QUALITY78

50MARITAL STATUS AND QUANTITY79

51MARITAL STATUS AND PACKAGING80

52OCCUPATION AND HOURS OF WORKING81

53OCCUPATION AND PRICE82

54OCCUPATION AND SERVICE83

55OCCUPATION AND DISPLAY OF GOODS LIST84

56OCCUPATION AND QUALITY85

57OCCUPATION AND QUANTITY

86

58OCCUPATION AND PACKAGING87

59MONTHLY INCOME AND HOURS OF WORKING88

60MONTHLY INCOME AND PRICE89

61MONTHLY INCOME AND SERVICE90

62MONTHLY INCOME AND DISPLAY OF GOODS LIST91

63MONTHLY INCOME AND QUALITY92

64MONTHLY INCOME AND QUANTITY93

65MONTHLY INCOME AND PACKAGING94

LIST OF THE CHARTCHART NOTITLEPAGE NO

1GENDER OF THE RESPONDENT27

2AGE GROUP OF THE RESPONDENTS28

3MARITAL STATUS OF THE RESPONDENTS29

4EDUCATION QUALIFICATION OF THE RESPONDENTS30

5OCCUPTION OF THE RESPONDENT31

6MONTHLY INCOME OF THE RESPONDENT.32

7 KINDS OF CARD HOLDERS33

8 PRICE OF THE PRODUCT IN PDS34

9 PRODUCT FREQUENTLY BUY PURCHASED BY TNE RESPONDENT36

10 COMFORTABLE DAY FOR PURCHASE38

11LEVEL OF SATISFACTION WITH CONVINENT STORE LOCATION40

12LEVEL OF SATISFACTION WITH WORKING HOURS 41

13LEVEL OF SATISFACTION WITH PRICE42

14 LEVEL OF SATISFICATION WITH SERVICE43

15LEVEL OF SATISFACTION WITH DISPLAY OF GOODS LIST44

16LEVEL OF SATISFACTION WITH FESTIVAL OFFERS.45

17LEVEL OF SATISFACTION WITH THE QUALITY 46

18LEVEL OF SATISFACTION WITH QUANTITY47

19LEVEL OF SATISFACTION WITH PACKAGING48

20LEVEL OF SATISFACTION WITH UNAVALIABILITY OF THE PRODUCT 49

21LEVEL OF AGREEMENT WITH THE LOW QUANTITY PRODUCTS 50

22LEVEL OF AGREEMENT WITH THE IMPROPER QUALITY OF PRODUCTS.51

23

LEVEL OF AGREEMENT WITH THE PROPER BALANCE AMOUNT52

24LEVEL OF AGREEMENT WITH THE UNAVALIBILITY OF PRODUCTS53

25LEVEL OF AGREEMENT WITH THE DISTRIBUTING OF OLD STOCK 54

26LEVEL OF AGREEMENT WITH THE LOW RESPONSE FROM THE STORE INCHARGE55

27LEVEL OF AGREEMENT WITH THE LONG WAITING HOURS IN QUE56

28LEVEL OF AGREEMENT WITH THE INVALIDITY OF MEASURING DEVICE57

29LEVEL OF AGREEMENT WITH THE ENOUGH STORAGE CAPACITY IN STORE58

CHAPTER-I1. INTRODUCTION OF THE STUDY

1.1 INTRODUCTIONConsumer satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products 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, 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.

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-specificand 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-operationThere was certain degree of or reluctance shown by some consumers to answer for the questionnaire.Busy Investigator not collected informations 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 DesignDescriptive research design is a scientific method which involves observing and describing the behavior of a subject without influencing it in any way.

Sampling designIn order to carry out the current research work, the researcher used convenient sampling.

Sampling methodSampling is the process of collecting information as a representative part of the population.Sample size150 are the sample size for the research work.

Area

1.Semmedu2.Irrutupallam3. Karunya Nagar4. Poondi5.AlanduraiData 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 analysisIn 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:

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.

Formula=

Chi-squareChi-square test is an important non-parametric test. The analysis of dependent and independentvariable.

Formula=Here Oi - Observed frequencyEi Expected frequency Df-degree of freedom Significant level-5%

CHAPTER II2.1 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 Keralas 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 its 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.

REFERENCE1. 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 Indias 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 PDS3.1 INTRODUCTIONThe 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 NationalFood 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 months 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 SYSTEMThe 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 SYSTEMDepartment 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 SATIFICATIONMEANINGEssentially, 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.DEFINITIONAccording 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.MEASUREMENTConsumer 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 SATISFACTIONConsumers 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. Suppliers 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. Suppliers personal facets like etiquettes and friendliness. Suppliers 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 suppliers 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. Its 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 suppliers 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 consumers 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-IV4.1 ANALYSIS AND INTERPRETATION

TABLE-4.1GENDER OF THE RESPONDENTS.NOGENDERNO OF RESPONDENTPERCENTAGE

1Male8859

2Female6241

Total150100

INTERPRETATION: From the above table we inferred that 58% of the respondents are male and 41% of the respondents are female. CHART NO-4.1GENDER OF THE RESPONDENT

TABLE-4.2 AGE OF THE RESPONDENTS.NOAGENO OF RESPONDENTPERCENTAGE

1Below64

221-303221

331-404429

4Above6845

TOTAL150100

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-4.2AGE OF THE RESPONDENT

TABLE-4.3MARITAL STATUS OF RESPONDENTS.NOMARITAL STATUSNO OF RESPONDENTPERCENTAGE

1Married7852

2Un Married6845

3Divorce43

Total150100

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-4.3MARITAL STATUS OF RESPONDENT

TABLE-4.4S.NOEDUCATION QUALIFICATIONNO OF RESPONDENTPERCENTAGE

1School Level6040

2Diploma3221

3Graduation4631

4Others128

Total150100

EDUCATION QUALIFICATION OF THE RESPONDENT

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-4.4EDUCATION QUALIFICATION OF THE RESPONDENT

TABLE-4.5 OCCUPATION OF THE RESPONDENTS.NOOCCUPATIONNO OF RESPONDENTPERCENTAGE

1Government Employee2819

2Private Employee6845

3Farmer1812

4Business Man3221

5Other42

Total150100

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-4.5OCCUPATION OF THE RESPONDENT

TABLE -4.6 MONTHLY INCOME OF THE RESPONDENTS.NOMONTHLY INCOMENO OF RESPONDENTPERCENTAGE

1Below 50002416

25000-100003624

310000-150003423

415000-200002416

5Above 200003221

TOTAL150100

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-4.6MONTHLY INCOME OF THE RESPONDENT

TABLE -4.7THE KIND OF CARD HOLDERS S.NOCOLORNO OF RESPONDENTPERCENTAGE

1Green9664

2White4832

3Brown64

Total150100

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-4.7THE KIND OF CARD HOLDERS

TABLE-4.8 PRICE OF THE PRODUCT IN PDSS.NOOPINION REGARDING PRICENO OF RESPONDENTPERCENTAGE

1High3624

2Medium6342

3Low5134

Total150100

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

TABLE-4.9 PRODUCTS FREQUENTLY PURCHASED BY THE RESPONDENTPRODUCT TOTALPERCENTAGE

RICE3825%

WHEAT1812%

COOKING OIL2215%

SUGAR2416%

KEROSENE2819%

DHALL85%

RAVA 106%

MAIDA21%

TOTAL150100

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-4.9PRODUCTS FREQUENTLY PURCHASED BY THE RESPONDENT

TABLE-4.10COMFORTABLE DAY FOR PURCHASES.NOCOMFORTABLE DAY

NO OF RESPONDENTPERCENTAGE

1Monday128

2Tuesday85

3Wednesday2013

4Thursday2819

5Friday2215

6Saturday2215

7Sunday3825

Total150100

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-4.10COMFORTABLE DAY FOR PURCHASE

TABLE-4.11 CONVENINENT STORE LOCATION S.NOLEVEL OF SATISFACTIONNO OF RESPONDENTPERCENTAGE

1Highly Satisfied4228

2Satisfied6644

3Neutral3422

4Dissatisfied64

5Highly Dissatisfied21

Total150100

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-4.11CONVENINENT STORE LOCATION

TABLE-4.12 WORKING HOURS S.NOLEVEL OF SATISFACTIONNO OF RESPONDENTPERCENTAGE


2Satisfied8859

3Neutral2819

4Dissatisfied85


Total150100

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

TABLE-4.13 PRICE S.NOLEVEL OF SATISFACTIONNO OF RESPONDENTPERCENTAGE


2Satisfied7449

3Neutral3221

4Dissatisfied64


Total150100

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-4.13PRICE

TABLE-4.14SERVICE S.NOLEVEL OF SATISFICATIONNO OF RESPONDENTPERCENTAGE


2Satisfied3423

3Neutral7047

4Dissatisfied2617


Total150100

INTERPRETATIONThe 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-4.14SERVICE

TABLE-4.15DISPLAY OF GOODS LISTS.NOLEVEL OF SATISFACTIONNO OF RESPONDENTPERCENTAGE


2Satisfied2013

3Neutral5033

4Dissatisfied3020


Total150100

INTERPRETATIONThe 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-4.15DISPLAY OF GOODS LIST

TABLE-4.16FESTIVAL OFFERSS.NOFESTIVAL OFFERSNO OF RESPONDENTPERCENTAGE


2Satisfied6241

3Netural3221

4Dissatisfied107


Total150100

INTERPRETATIONThe 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-4.16FESTIVAL OFFERS

TABLE-4.17QUALITYS.NOQUALITYNO OF RESPONDENTPERCENTAGE


2Satisfied5839

3Neutral2819

4Dissatisfied128


Total150100

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-4.17QUALITY

TABLE-4.18QUANTITYS.NOQUANTITYNO OF RESPONDENTPERCENTAGE


2Satisfied2819

3Neutral5839

4Dissatisfied149


Total150100

INTERPRETATIONThe 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-4.18QUANTITY

TABLE-4.19PACKAGINGS.NOPACKAGINGNO OF RESPONDENTPERCENTAGE


2Satisfied3624

3Neutral2215

4Dissatisfied2617


Total150100

INTERPRETATIONthe 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-4.19PACKAGING

TABLE-4.20AVAILABILITYS.NOLEVEL OF SATISFICATIONNO OF RESPONDENTPERCENTAGE


2Satisfied3624

3Neutral2215

4Dissatisfied3624


Total150100

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-4.20AVAILABILITY

TABLE-4.21LOW QUALITY OF PRODUCTSS.NOLEVEL OF AGREEMENTNO OF RESPONDENTPERCENTAGE

1Strongly Disagree1812

2Disagree3624

3Neutral2819

4Agree4429

5Strongly Agree2416

Total150100

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-4.21LOW QUALITY OF PRODUCTS

TABLE-4.22IMPROPER QUALITYS.NOLEVEL OF AGREEMENTNO OF RESPONDENTPERCENTAGE


2Disagree2013

3Neutral3221

4Agree2416

5Strongly Agree5235

Total150100

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-4.22IMPROPER QUALITY

TABLE-23PROPER BALANCE AMOUNTS.NOLEVEL OF AGREEMENTNO OF RESPONDENTPERCENTAGE


2Disagree2617

3Neutral3423

4Agree3020

5Strongly Agree4027

Total150100

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-4.23PROPER BALANCE AMOUNT

TABLE-4.24UN AVAILABILITY OF PRODUCTSS.NOLEVEL OF AGREEMENTNO OF RESPONDENTPERCENTAGE


2Disagree2416

3Neutral2819

4Agree4027

5Strongly Agree5033

Total150100

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-4.24UN AVAILABILITY OF PRODUCTS

TABLE-4.25DISTRIBUTING OF OLD STOCKS.NOLEVEL OF AGREEMENTNO OF RESPONDENTPERCENTAGE


2Disagree2416

3Neutral1611

4Agree3221

5Strongly Agree6040

Total150100

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-4.25DISTRIBUTING OF OLD STOCK

TABLE-4.26LOW RESPONSE FROM STORE INCHARGES.NOLEVEL OF AGREEMENTNO OF RESPONDENTPERCENTAGE


2Disagree2215

3Neutral2617

4Agree3221

5Strongly Agree5436

Total150100

INTERPRETATIONThe 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-4.26LOW RESPONSE FROM STORE INCHARGE

TABLE-4.27LONG WAITING HOURSS.NOLEVEL OF AGREEMENTNO OF RESPONDENTPERCENTAGE


2Disagree128

3Neutral1611

4Agree6644

5Strongly Agree5033

Total150100

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-4.27LONG WAITING HOURS

TABLE-4.28INVALIDITY OF MEASURING DEVICES.NOLEVEL OF AGREEMRNTNO OF RESPONDENTPERCENTAGE


2Disagree2215

3Neutral3221

4Agree4027

5Strongly Agree3624

Total150100

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-4.28INVALIDITY OF MEASURING DEVICE

TABLE-4.29ENOUGH STORAGE CAPACITY IN STORES.NOLEVEL OF AGREEMENTNO OF RESPONDENTPERCENTAGE


2Disagree107

3Neutral4832

4Agree4429

5Strongly Agree3221

Total150100

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-4.29ENOUGH STORAGE CAPACITY IN STORE

WEIGHTED AVERAGE METHODTABLE NO-4.30LEVEL OF SATISFICATION TOWARDS PDSS.NOPARTICULARSTOTAL SCORE

1Convenient Store Location2.07

2Working Hours2.09

3Price2.28

4Service2.89

5Display Of Goods List2.77

6Festival Offers2.52

7Quality2.43

8Quantity2.72

9Packaging2.53

10Availability3.00

Mean score2.53

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-4.31LEVEL OF AGREEMENT TOWARDS PDSS.NOPARTICULARSTOTAL SCORE

1Low Quantity Products4.30

2Improper Quality3.43

3Proper balance amount 3.29

4Unavailability Of Products3.67

5Distributing Of Old Stock3.91

6Low Response From Store In charge3.57

7Long Waiting Hours In Queue3.95

8Invalidity Of Measuring Device3.33

9Enough storage capacity in store2.56

Mean score3.80

INTERPRETATIONFrom 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 SQUARETABLE NO-4.32GENDER AND HOURS OF WORKING

GenderWorking hoursTotal

Highly SatisfiedSatisfiedNeutralDissatisfiedHighly Dissatisfied

Male1058162288

Female1030126462

Total20882886150

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 = 10.38Degree of freedom = 4Table value = 9.488Significant level = 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-4.33GENDER AND PRICE

GenderPriceTotal

Highly SatisfiedSatisfiedNeutralDissatisfiedHighly Satisfied

Male1640246288

Female20348--62

Total36743262150

H0 - There is no significant relationship between gender and price.H1 There is a significant relationship between gender and price.


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-4.34GENDER AND SERVICE

GenderServiceTotal


Male6184416488

Female6162610462

Total123470268150

H0 - There is no significant relationship between gender and service.H1 There is a significant relationship between gender and service.


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

GenderDisplay of goods listTotal


Male18103818488

Female181012121062

Total3620503014150

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.


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-4.36GENDER AND QUALITY

GenderQualityTotal


Male18361481288

Female1822144462

Total3658281216150

H0 - There is no significant relationship between gender and quality.H1 There is a significant relationship between gender and quality.


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-4.37GENDER AND QUANTITY

GenderQuantityTotal


Male10204010888

Female2281841062

Total3228581418150

H0 - There is no significant relationship between gender and quantity.H1 There is a significant relationship between gender and quantity.


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-4.38GENDER AND PACKAGING

GenderPackagingTotal


Male261816161288

Female2218610662

Total4836222618150

H0 - There is no significant relationship between gender and packaging.H1 There is a significant relationship between gender and packaging.


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-4.39AGE AND HOURS OF WORKING

AgeWorking hoursTotal


Below 2042060232

21-3042864042

31- 401238142268

Above 40022228

Total20882886150

H0 - There is no significant relationship between age and hours of working.H1 There is a significant relationship between age and hours of working.


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.

AGE AND PRICE

AgePriceTotal


Below 20321--6

21-307187--32

31-4011258--44

Above 401529166268

Total36743262150

TABLE NO-4.40

H0 - There is no significant relationship between age and price.H1 There is a significant relationship between age and price.


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

AgeServiceTotal


Below 20001416

21-3008148232

31-4099222244

Above 403173312368

Total123470268150

H0 - There is no significant relationship between age and service.H1 There is a significant relationship between age and service.


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-4.42AGE AND DISPLAY OF GOODS LIST

AgeDisplay of goods listTotal


Below 20014106

21-3068511232

31-40154109644

Above 40157319668

Total3620503014150

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.


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-4.43AGE AND QUALITY

AgeQualityTotal


Below 20-1-236

21-3061183432

31-40102552244

Above 402021155768

Total3658281216150

H0 - There is no significant relationship between age and quality.H1 There is a significant relationship between age and quality.


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-4.44AGE AND PACKAGING

AgePackagingTotal


Below 2012-216

21-3091344232

31-40171057544

Above 40211113131068

Total4836222618150

H0 - There is no significant relationship between age and Packaging. H1 There is a significant relationship between age and Packaging.


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-4.45MARITAL STATUS AND HOURS OF WORKING

Marital StatusWorking hoursTotal


Married125086278

Un Married834202468

Divorce-4--4

Total20882886150

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.


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-4.47MARITAL STATUS AND PRICE

Marital StatusPriceTotal


Married1842144-78

Un Married1632162268

Divorce2-2--4

Total36743262150

H0 - There is no significant relationship betweenmarital status and price.H1 -There is a significant relationship between marital status and price.


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.

MARITAL STATUS AND SERVICE

Marital StatusServiceTotal


Married6144410478


Divorce-22--4

Total123470268150

TABLE NO-4.47

H0 - There is no significant relationship betweenmarital status and service.H1 There is a significant relationship between marital status and service.


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.

MARITAL STATUS AND DISPLAY OF GOODS LIST

Marital StatusDisplay of goods listTotal

Highly SatisfiedSatisfiedNeturalDissatisfiedHighly Dissatisfied

Married16102618878


Divorce-2--24

Total3620503014150

TABLE NO-4.48

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.


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

Marital StatusQualityTotal


Married1830186678


Divorce-4---4

Total3658281216150

H0 - There is no significant relationship betweenmarital status and quality.H1 There is a significant relationship betweenmarital status and quality.


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-4.50MARITAL STATUS AND QUANTITY

Marital StatusQuantityTotal


Married161624101278


Divorce--4--4

Total3228581418150

H0 - There is no significant relationship betweenmarital status and quantity.H1 there is a significant relationship betweenmarital status and quantity.


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 -4.51MARITAL STATUS AND PACKAGING

Marital StatusPackagingTotal


Married22224201078


Divorce2-2--4

Total4836222618150

H0 - There is no significant relationship betweenmarital status andpackaging.H1 There is a significant relationship betweenmarital status and packaging.


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

OccupationWorking hoursTotal


Government Employee41282228

Private Employee836184268

Farmer01600218

Business Man82022032

Other040004

Total20882886150

H0 - There is no significant relationship betweenoccupation and hours of working.H1 There is a significant relationship betweenoccupation and hours of working.


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-4.53OCCUPATION AND PRICE

OccupationPriceTotal



Private Employee1432184-68

Farmer10422-18

Business Man4226--32

Other-4---4

Total36743262150

H0 - There is no significant relationship betweenoccupation and price.H1 There is a significant relationship betweenoccupation andprice.


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

OccupationServiceTotal


Government Employee46162-28


Farmer-612--18

Business Man-61212232

Other-2--24

Total123470268150

H0 - There is no significant relationship betweenoccupation and service.H1 There is a significant relationship betweenoccupation andservice.


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

OccupationDisplay of goods listTotal




Farmer-2122218

Business Man10-612432

Other-22--4

Total3620503014150

H0 - There is no significant relationship betweenoccupation and display of goods list.H1 There is a significant relationship betweenoccupation and display of goods list.


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 -4.56OCCUPATION AND QUALITY

OccupationQualityTotal


Government Employee6126-428


Farmer268-218


Other22---4

Total3658281216150

H0 - There is no significant relationship betweenoccupation and quality.H1 There is a significant relationship betweenoccupation andquality.


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

OccupationQuantityTotal

Highly SatisfiedSatisfiedNeturalDissatisfiedHighly Dissatisfied



Farmer4410--18

Business Man18-10-432

Other--2-24

Total3228581418150

H0 - There is no significant relationship betweenoccupation and quantity.H1 There is a significant relationship betweenoccupation andquantity.


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

OccupationPackagingTotal




Farmer86-4-18


Other--2-24

Total4836222618150

H0 - There is no significant relationship betweenoccupation and packaging.H1 There is a significant relationship betweenoccupation andpackaging.


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-4.59MONTHLY INCOME AND HOURS OF WORKING

Monthly IncomeWorking hoursTotal


Below 50008664024

5000-1000002680236

10000-1500082222034

15000-2000021262224

Above 2000022260232

Total20882886150

H0 - There is no significant relationship betweenmonthly income and hours of working. H1 There is a significant relationship betweenmonthly income and hours of working.


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 -4.60MONTHLY INCOME AND PRICE

Monthly IncomePriceTotal

Highly SatisfiedSatisfiedNeutralDissatisfiedHighly Satisfied

Below 5000-186--24

5000-10000121284-36

10000-150008206--34

15000-200008106--24

Above 2000081462232

Total36743262150

H0 - There is no significant relationship betweenmonthly income and price. H1 There is a significant relationship betweenmonthly income and price.


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-4.61MONTHLY INCOME AND SERVICE

Monthly IncomeServiceTotal


Below 500026104224

5000-1000024228036

10000-150000101210234

15000-200006682224

Above 2000028182232

Total123470268150

H0 - There is no significant relationship betweenmonthly income and service. H1 There is a significant relationship betweenmonthly income and service.


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 -4.62MONTHLY INCOME AND DISPLAY OF GOODS LIST

Monthly IncomeDisplay of goods listTotal


Below 500014-42424

5000-1000088162236

10000-15000441014234

15000-200006284424

Above 2000046128232

Total3620503014150

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.


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-4.63MONTHLY INCOME AND QUALITY

Monthly IncomeQualityTotal


Below 50001264-224

5000-1000061084836

10000-1500081844-34

15000-200004862424

Above 2000061662232

Total3658281216150

H0 - There is no significant relationship betweenmonthly income and quality. H1 There is a significant relationship betweenmonthly income and quality.


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-4.64MONTHLY INCOME AND QUANTITY

Monthly IncomeQuantityTotal


Below 50008662224

5000-1000086126436

10000-1500084142634

15000-20000-4124424

Above 200008814-232

Total3228581418150

H0 - There is no significant relationship betweenmonthly income and quantity. H1 There is a significant relationship betweenmonthly income and quantity.


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-4.65MONTHLY INCOME AND PACKAGING

Monthly IncomePackagingTotal


Below 500062102424

5000-10000106210836

10000-150002066-234

15000-2000061042224

Above 20000612-12232

Total4836222618150

H0 - There is no significant relationship betweenmonthly income and packaging. H1 There is a significant relationship betweenmonthly income and packaging.


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.

5.2SUGGESTIONThe 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 distribut

analysis of new product development in commodity shops

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