final project 2013.main co...4. ayurvedic products as fmcgs:- the products of ayurvedic are included...

INDEX

CHAPTER

CONTENT

PAGE NO

1.1 INTRODUCTION

1 1.2 STATEMENT OF

THE PROBLEM

1.3 COMPANY

PROFILE

1.4 OBJECTIVES

1.5 RESEARCH

METHODOLOGY

1.6 SCOPE

1.7 LIMITATION

2

REVIEW OF LITERATURE

3

ANALYSIS AND

INTERPRETATION

4

FINDING AND

SUGGESTIONS

5

CONCLUSION

APPENDIX

BIBLIOGRAPHY

STATEMENT OF THE TABLE

SL.NO TITLE PAGE NO

3.1 THE SOURCES OF GETTING INFORMATION

ABOUT VAIDYAMADHAM

3.2 THE REASON BEHIND THE CHOICE OF

VAIDYAMADHAM

3.3 THE CUSTOMER SATISFACTION WITH THE

SERVICES PROVIDED BY PROFESSIONALS

3.4 THE SATISFACTION WITH

ENVIRONMENTAL CONDITION OF THE

HOSPITAL

3.5 THE OPPURTUNITY TO GIVE

SUGGESTIONS AND COMPLAINTS

3.6 THE CUSTOMER PROVIDED WITH

MEDICAL BENEFITS

3.7 THE OPINION REGARDING THE QUALITY

OF MEDICINES

3.8 THE OPINION ABOUT PUBLIC RELATION

ASPECT OF VAIDYAMADHAM

3.9 THE EFFECTIVENESS OF TREATMENT

3.10 THE OPINION OF CUSTOMERS

REGARDING EASINESS TO FOLLOW

SERVE INSTRUCTIONS IN AYURVEDIC

TRAETMENT

3.11 THE READINESS TO RECEIVE SERVICES

FROM VAIDYAMADHAM

3.12 READINESS TO RECOMMEND

VAIDYAMADHAM

STATEMENT OF THE DIAGRAM

SL.NO TITLE PAGE NO

3.1 THE SOURCES OF GETTING INFORMATION

ABOUT VAIDYAMADHAM

3.2 THE REASON BEHIND THE CHOICE OF

VAIDYAMADHAM

3.3 THE CUSTOMER SATISFACTION WITH THE

SERVICES PROVIDED BY PROFESSIONALS

3.4 THE SATISFACTION WITH

ENVIRONMENTAL CONDITION OF THE

HOSPITAL

3.5 THE OPPURTUNITY TO GIVE

SUGGESTIONS AND COMPLAINTS

3.6 THE CUSTOMER PROVIDED WITH

MEDICAL BENEFITS

3.7 THE OPINION REGARDING THE QUALITY

OF MEDICINES

3.8 THE OPINION ABOUT PUBLIC RELATION

ASPECT OF VAIDYAMADHAM

3.9 THE EFFECTIVENESS OF TREATMENT

3.10 THE OPINION OF CUSTOMERS

REGARDING EASINESS TO FOLLOW

SERVE INSTRUCTIONS IN AYURVEDIC

TRAETMENT

3.11 THE READINESS TO RECEIVE SERVICES

FROM VAIDYAMADHAM

3.12 READINESS TO RECOMMEND

VAIDYAMADHAM

CHAPTERCHAPTERCHAPTERCHAPTER----1111

INTRODUCTION

INTRODUCTION

This report is based on study in connection with

the project work exercised at vaidyamadham vaidyasala & Nursing home Mezhathur which

manufacture Ayurvedic medicines like ‘Arish tam, Asavas, Lehms, Kashyams, and Tallet on

Pillow, Bhasmas, Oil/Thailams and Rasayanam’. This report is prepared for the submission

of University of Calicut in partial fulfillment of the requirements for the award of the degree

of Bachelor of Commerce.

ABOUT INDUSTRY:

Ayurveda is originated in India along ago in the previous period.

Rig-Veda and Adharvaveda the earliest documents of ancient Indian knowledge documented

around the thousand years BC, has launched on health and diseases. Ayurveda texts like

charaka samhitha were documented around thousand years BC. The aim of is not only the

health of the side but his prevention of illness and the preservation of life and in that way it

compresses a noble system of living that makes Ayurveda the most complete system of

medicine and health care we know today.

The term Ayurveda means ‘Science of Life’. It deals with measures for healthy living

during the entire span of life and its various phases. Besides dealing with principle for

maintenance of health, it is also developed a wide range of the repose measures related to

physical, mental, social and spiritual of human beings. The Ayurveda become one of the

oldest system of health care dealing with both the peradventure and curative aspect of life and

most comprehensive way and his similar to the ‘WHO’ concept of health propounded in the

modern era.

TREATMENT IN AYURVEDA:

Ayurvedic treatment consist drugs, diet and practices prosecuted

jointly a separately depending upon diseases and state of patient. These various methods

treatment offers both preventive quickly establishing balances at the dosthic level. The

Ayurveda treatment includes surgery also. The ancient stages sushrutha and charaka both

were about surgical treatment. He seeks urgency as the most valuable of the three pieces

because of its ability to produce instant relief by means of instrument and appliances.

INDUSTRIALIZATION OF AYURVEDA:

The Ayurvedic industry in India is around 100 year old. The

earliest players were dadure in the east Dodh pappu was in the Kattakal in the south and

vaidyanantha in the north. All these groups were founded between 1890 and 1910. This were

intense problems in commercialization of Ayurvedic products because Ayurveda is a science

that doesn’t treat a diseases but the patient the formation given in classical text is more than

2000 in number; it is said that these are over one lakh Manu suit lying in different part of the

country and aboard in undignus health tradition a different languages and scripts.

INHERENT PROBLEM OF AYURVEDIC INDUSTRY:

Inherent problem of Ayurvedic industry through Ayurveda is industrialized

in India there are number of challengers facing the system which treat even its resistance in

the long run. They are following;

1.Unorganized data base:-

There are in numerical number of manuscript disuniting formulation for Ayurvedic

medicine lying in different parts of the country. It is said that number of formulating giving in

classical tools is more than 20,000 about 10000 manuscripts are scattered all over the world.

This data has yet to be organized.

2. Lack of research:-

Absence of organized data has result another problem of Ayurvedic system. The

science of Ayurveda will borrow heavily from traditional books such as charaka samhitha,

astanga hridhayam etc… and Ayurvedic literature is not getting updated with data’s from

continues research.

3. Deputation of resources:-

Raw materials and medical plants for the preparation of Ayurvedic

medicines are steadily deputing. This is due to lack of proper facility for harvesting, storing,

handling and further research.

4. Ayurvedic products as FMCGS:-

The products of Ayurvedic are included with in the board category of fast moving

consumable goods; it is high time that this is regarded as potential competitors of allopathic

medicine or giving equal status.

5. Escalating cost:-

Ayurveda is now suffering from an important attraction. The system was one

regarded as the common man’s medical system now it is only affordable to the rich. the cost

of production of Ayurvedic drugs have predominantly increased due to the scarcity of raw

material and the manufacture are left with no choice other than to resort to like in price.

STATEMENT OF THE PROBLEM

Consumer satisfaction has great importance in

present scenario; because of entry of a number of products in the market each day the

consumer have wide variety of choice and the most prefer good quality branded products. So

most of the organizations mainly concentrate on creating good consumer satisfaction in the

mind of consumer. The study help to understand the important and role of consumer

satisfaction.

COMPANY PROFILE

VAIDYAMADHAM VAIDYASALA AND NURSING HOME is one

of the famous ashta vaidya groups of families in Kerala. The company was registered under

the name of vaidyamadham vaidyasala and nursing home. Ashta vaidyan vaidyamadham

Valiya Narayanan Namboothiri is the founder of vaidyasala.

Vaidyamadham vaidyasala and Nursing home is situated in

Mezhathur near Trithala. It is 2.5 KM away from Koottanad VN vaidyasala was established

Ashta vaidyan vaidyamadham Valiya Narayanan Namboothiri. In the critical period the

vaidyasala run on a small scale by Ashta vaidyan Vaidyamadham Valiya Narayanan

Namboothiri the name of vaidyasala renamed as Vaidyamadham vaidyasala and nursing

home. It is engaged in the production and side of Ayurvedic medicine etc.

The present chief physician of Vaidyamadham vaidyasala and

nursing home are ashta vaidyan Cheriya Narayanan Namboothiri. Now days it has developed

its different department like factory, nursing home, vaidyasala, building, etc. now a days

some department so fully computerized that accounting reception etc. there total number of

workers are 104, office staffs are 18, factory workers are 40, nursing home 33, dispensary 13.

Valiya Narayanan Namboothiri Dakhinamoorthy trust was established in 1982 in loving

memory of their grand father.

OBJECTIVES OF TRUST:-

1) To provide medical relief for the economically backward people in the community.

2) To provide help for the hesitation of the physically and mentally handicapped persons.

3) To provide facilities and conducting scientific research in the field of Ayurvedic medicines

as well as for the total diseases like cancer, nephritis etc ….

4) To establish intensive training courses for qualified students of Ayurveda in various

traditional treatments like panchakarma, rasayana chiklisa etc. this now is prevailing in

some parts of Kerala.

5) To gather old manuscripts, grandhas etc. relating to Ayurveda and to translate and publish

the same for the propagation of Ayurvedic system of medicines.

6) To establish library of books medicines mainly on Ayurveda.

7) To establish endowment and to make available in interest accruing in the same for

providing scholarship/encouragement to the final year students of BAMS of universities of

Kerala state

The achievement of the objective are gathered momentum and trust has

already developed some medicine successful is the treatment of cancer. Regular cancer

treatment camps being conducted on last Sunday of each month.

Practioners of homeopathy, allopathic and Ayurvedic attend the

campus and treat patients after joint consultation approximately 500 patients the campus so

far. Medicines are guide free of cost financially poor patients. There cancer camps have

become an asylum to cancer patients who are salient from the main stream of life.

VAIDYAMADHAM (keeping alive a glorious tradition)

Vaidyamadham is one the famous ashta vaidya group of families in Kerala.

This family was brought here as “salavaidhya” by none other than the famous “Mezhathur

Agnihothes” who conducted 99 ‘soma yoga’ to establish Vedic karma and yaga culture of

country.

Vaidyamadham vaidyasala & Nursing home Mezhathur, Trithala, V.N Vaidyamadham

Valiya kovil Narayanan Namboothiri renamed as Vaidyamadham vaidyasala and nursing

home. In critical period it was run on a small scale ashtavaidya Valiya Namboothiri.

At present chief physician at vaidyamadham vaidyasala and nursing

home is ashtavaidya Cheriya kovil Namboothiri. Now a day it has developed its different like

vaidyasala, factories, nursing home, and dispensary.

VAIDYASALA

Vaidyamadham vaidyasala was established in the year 1912 by late

ashtavaidya Narayan Namboothiri. It was started in a small in the early days.

Vaidyasala consisting of the production and sale unit which was

established in the year 1912. In early days very few medicines were produced to less demand.

But Cheriya Narayanan Namboothiri took charge during 1950’s the medicine was increased

to expand the factory but due to lack of funds located expanded its part by part.

During 1970’s new medicines were introduced for disintegration, girding and

pounding. Though very advanced machineries are introduced in now a days every

departments run with fully efficiency.

Here almost all Ayurvedic medicines are manufactured in traditional style.

The factory also prepares a few special medicines as per the formula derived by the Cheriya

Narayanan Namboothiri. At the present they are manufacturing more than 700 number of

Ayurvedic medicines. They produce 141 special medicines according to formula derived by

Cheriya Narayanan Namboothiri.

NURSING HOME

In patient department was opened only in seventies. The present style of

nursing home come in existence only in 1970 initially with six rooms equipped with facilities

for treatment, bathing and cooking specially trained attendance take care of nursing part. One

relative or assistant is allowed is stay with patient. All types of treatment including

panchakarma are done here in the traditional style. The poor people in deserving cause

Vaidyamadham used to give medicines and treatment at free cost.

DISPENSARY

Medicines are properly dispensed as per the prescription. There is prescription

of Cheriya Narayanan Namboothiri. Due to increasing demand of medicines they opened a

number of agencies. Medicines are distributed is their agencies according to their order.

There are more than 10 workers in the department.

AREA OF OPERATION :- (PRODUCTION AND SALE OF MEDICINES)

The catalogue contains nearly 700 items of medicines produced under

traditional Ayurvedic system. The vaidyamadham vaidyasala and nursing home consist of the

production is partially mechanized each medicines prepared according to the text keeping

intact both letters and spiritual behind every use. There departments are partially

computerized.

Scale of medicines through direct and through agencies spread and

through India. There are 6 agencies in the network. Under a production groups produce more

than 700 items of medicines. Some of the medicines are given below:-

a) Arishtas and Asavas

b) Lehas

c) Grithams

d) Choornamas

e) Kasha yams

f) Tablets and Pills

g) Bhasmas

h) Oil/Thailamas

i) Rasayanms

OBJECTIVES TO THE STUDY:-

• To find the satisfactory level of customers in Vaidyamadham vaidyasala and Nursing

home.

• To find out the attitude of customers towards Vaidyamadham vaidyasala and Nursing

home.

• To find out the suggestions and feed back from customers towards Vaidyamadham

Vaidyasala and Nursing home.

• To find out the purchasing criteria of customers while purchasing medicines from

Vaidyamadham Vaidyasala and Nursing home

• To identify the whether the product have any side effects.

• To study the effectiveness of advertisement.

RESEARCH METHODOLOGY:-

Methodology is away to solve the research problem systematically. It may be

understood as the science of studying how research is done scientifically. It includes various

steps that are generally adopted by the research is studying research problem along with logic

behind them. Since serious method is ideally suitable for description research has used.

NATURE OF DATA’S:-

The data’s collected for study is mainly primary data’s which are collected

from the respondent directly research instruments. Data’s are also collected from the journals

and their special website; www.vaidyamadham.com

QUESTIONNAIRE:-

A questionnaire is formed to find out the real nature of study. This is not so

conservative it will be very easy to reach the target people.

SAMPLE SIZE:-

These refer to the number of items to be selected from the population to

contribute a sample. A sample of 50 respondents was used in the study.

SCOPE OF THE STUDY:-

Successful business planning requires about potential target market, the

competition privileges in the market, the individual and the reaction towards the products.

This study covers the satisfaction of the customer at Vaidyamadham

vaidyasala and Nursing home; Mezhathur. It helps the customers to reveal the opinion about the

silent feature of Vaidyamadham vaidyasala and Nursing home. These views and suggestions will

provide gainful information to the company to upgrade their facilities and their services.

LIMITATIONS:-

1. The research work was limited to the area of head office only. So finding may not be

applicable for other areas.

2. Due to time consideration sample size of the project is restricted to 50 only.

3. It backs reliability and accuracy become the customers are not ready to disclose the

actual problem faced by them.

4. The time available to conduct the study is restricted 15 days.

CHAPTERCHAPTERCHAPTERCHAPTER----2222

COMPANY PROFILE

REVIEW OF LITERATURE

According to early Vedic literature Ayurveda was

supposedly first passed on by Lord Brahma to sage bharadvaja. Bharadvaja in turn taught it to

other sages. One among who was punaravasa atoreya alreya taught Ayurveda to his sine

disciples namely.

Agnivesha, Bhela, Jatakarna, Parasara harita and ksharapani. These

disciples, on the basis of their own understanding of the subject, composed treatises and read

them before the expert sages. The sage’s whole heartedly approved these works and blessed

the authors.

CHARAKASAMHITHA

Charakasamhitha is a large treatise on ancient Indian medicine. It contains

eight divisions (ashtanga sthanas) viz, sutra, nidana, vinana, sharia, indriya, chikitsa, kalpa

and siddha sthanas. Each division is further divided in to numerous chapters; it describes not

only the existing knowledge about medicine aspects but also the logic and philosophy behind

the medical system. The present manuscript of charakasamhitha has a long history behind it.

As stated earlier, it was originally composed by agnivesa one of the sine student of atreya,

and it embodied the teach of the latter.

With the passage of time, as near knowledge accumulated, it looks; it was

felt necessary that Agniveshatantra should be revised. This was done by charaka and the

revised edition of Agniveshatantra comes to be called Charakasamhitha. During the ninth

century, charaka was again edited and reconstructed by a Kashmir pandit named dridhabala,

now known as panjor situated seven mile north of Srinagar.

The president form which Charakasamhitha has was given to it by

drihabala. He not only added the missing chapters but also edited the whole samhitha.

Charakasamhitha deals elaborately with subjects such as fetal generation and development

anatomy of the human body function and malfunction of the body depending up on

equilibrium or other of the three Nemours of body viz of vayu, pitta and kapha. It describes

etiology, classification, pathology, diagnosis treatment of various diseases and the science of

rejuvenation of the body. It diseases elaborately the etiology of diseases on the basis of the

tridosa theory. It gives a detailed description of the various diseases including those of the

eyes, the female genital organs, normally and abnormal deliveries and diseases of the

children. Chakara’s material medical consist chiefly of vegetable product through animal and

eart by product are also included in it. Charakasamhitha was translated from Sanskrit in to

Arabic in the beginning of the eight century and its name sharaka Indians occurs in the Latin

translation of Avicenna, Razes and Serapion a translation of the karka from Sanskrit in to

Persian and from Persian in to Arabic mentioned in the first (finished in A.D 987).It is

likewise mentioned by alberuni. Charakasamhitha was first translated in to English by A.C

Kaviratna 1897. The life and times of charaka are not known with certainly.

MODERN DEFINITION OF MARKETING

In the word of “Philip kotler” marketing is a human activity directed

at satisfying needs and wants through an exchange process”.

Regis Mekenna wrote “marketing today is not a function; it is a way of

business”. The purpose of modern marketing is to identify and establish maintain and

entrance relationship with customers and other share holders at a profit, so that the objectives

of the partners involved are meeting and this is achieved by mutual exchange and fulfillment

of promise. He further wrote “marketing is everything and everything is marketing”.

CONSUMER

An individual who buys products or services for personal use are not for

manufacture or re sale. Consumer as a person who buys goods and services foe his own

consumption for the satisfaction of his needs thus consumer is an ultimate user of the product

CONSUMER SATISFACTION

Consumer satisfaction means finding the consumers are satisfied with the

medicine of vaidyamadham or not. The primary aim of every business organization is to

satisfy the wants and needs of the consumers and their profit making is considered.

DEFINING CONSUMER VALUE AND SATISFACTION

Consumer value is a marketing and business concept that attempts to

analyze the satisfaction received by a customer from a purchase. More importantly, it tries to

analyze the likelihood that the consumer will become a repeat customer providing ongoing

business for the firm. Businesses analyze "customer value" in an attempt to solidify a

customer base, study product performance and to market the product more effectively.

Consumer value is one of the latest ways in which marketers have

sought to analyze customer satisfaction. Customer satisfaction is important because it leads to

repeat purchases. Customer satisfaction is especially important when the market is

"saturated." In those situations, growth may only be possible through taking market share

from competitors. Further, when consumers perceive consumer value to be high, they will

spread the reputation of the firm through word of mouth, which can lead to more sales.

Value chain

The value chain is a model that describes a series of value adding activities

connecting a company’s supply side (raw materials, inbound logistics and production

process) with its demand side (at bound logistics, marketing and sale). By analyzing the

stages of value chain, managers have been able to redesign their internal and external process

to improve efficiency and effectiveness.

Creating value in any stages of a virtual value chain involves a sequence of five

activities: gathering, organization, and selecting, synthesizing and distributing information.

MEASURING OF SATISFACTION

Issue of quality and accountability in social care for older people are increasing

importance. A key factor in determining quality is indent to which older people themselves

are satisfied both the assessment of their needs and the services provides. The 1997 White

paper, modernizing social service, stated that local authorities will need to establish authority

wide objectives and performance measure to improve the quality of services

In measuring quality, the white paper stipulated that social service depts. would

need to designed administration satisfaction surveys as one meaning of capturing user and

carrier, perception and experience of service. This paper attempts to highlight some of the

main issue to be considered when designing and conducting such surveys with older success

of community care services. Through a review of the British and north American literature on

older people’s satisfaction with service, current approaches to measuring satisfaction are

outlined and the relationship between the satisfaction and circumstances of the older people

and their responses to satisfaction question is examined the paper concludes by offering some

solution to over coming current problems by drawings conclusion about quality from survey

finding. So that older people’s opinions about the services they receive can begins to be

assessed in more meaningful way.

CCCCHHHHAPTERAPTERAPTERAPTER----3333

DATA ANALYSIS AND INTERPRETATION

DATA ANALYSIS AND INTERPRETATIONS

The term analysis refers to the complication of certain measures along with

searching for patter of relationship that exist among data group. In other words the term

analysis refers to closely related operation that are performed with the purpose of

summarizing the collected data and organizing in such a manner that yielding answer to the

question in sample words. It means studying the tabulated matter in order to determine

inherent facts and meaning. Analysis involves organizing the data in manner and

interpretation that explain facts and figures. This interpretation proceeds to knowledge the

analysis is hardly complete without interpretation coming in to play. The collected data was

analysis by using simple percentage analysis method percentage was calculated taking the

number of respondent for particular criteria or parameter against the total number of

respondent.

The data were collected from 50 customers of Vaidyamadham. The

factors considering for evaluating customer satisfaction preference to Ayurvedic Treatments.

Each factor is properly analyzed and numerical factors are presented below.

TABLE - 1

TABLE SHOWING SOURCES OF GETTING INFORMATION ABOUT

VAIDYAMADHAM

Sl.No Response Sample size Percentage (%)

1 Friends 31 62

2 Relatives 11 22

3 Advertisements 8 16

Total 50 100

CHART-1

DIAGRAM SHOWING SOURCES OF GETTING INFORMATION ABOUT

VAIDYAMADHAM

Interpretation

From this 62% of people get information from friends. 22% of have get information

from relatives and 16% have got information from advertisement.

0%

10%

20%

30%

40%

50%

60%

70%

Friends Relatives Advertisements

TABLE SHOWING REASON BEHIND THE CHOICE OF

Sl.No Response

1 Famous vaidyan

2 Best treatment

3 Image of

DIAGRAM SHOWING REASON BEHIND THE CHOICE OF VAIDYAMADHAM

Interpretation

From this 32% of people choose vaidyamadham for famous vaidyans. 52% of choose for best

treatment 16% people choose it for better image of firm

0

10

20

30

40

50

60

Famous vaidyan

TABLE-2

TABLE SHOWING REASON BEHIND THE CHOICE OF VAIDYAMADHAM

Response Sample size Percentage (%)

Famous vaidyan 16

Best treatment 26

Image of firm 8

Total 50

CHART-2


this 32% of people choose vaidyamadham for famous vaidyans. 52% of choose for best

treatment 16% people choose it for better image of firm.

Famous vaidyan Best treatment Image from firm

VAIDYAMADHAM

Percentage (%)

32

52

16

100


this 32% of people choose vaidyamadham for famous vaidyans. 52% of choose for best

TABLE SHOWING CUSTOMER SATISFACTION WITH THE SERVICES

PROVIDED BY PROFESSIONALS

Sl.No Response

1 Very satisfied

2 Satisfied

3 Average

4 Not satisfied

DIAGRAM SHOWING CUSTOMER SATISFACTION WITH THE SERVICES


Interpretation

From this 66% of customers are very satisfied with the services provide by professionals.

30% of customers are satisfied, 4% of them have average satisfaction. Nobody says that not satisfied.

0

10

20

30

40

50

60

70

Very satisfied

TABLE-3




Very satisfied 33

Satisfied 15

Average 2

Not satisfied 0

Total 50

CHART-3





Very satisfied Satisfied Average Not satisfied


Percentage (%)

66

30

4

0

100




TABLE SHOWING SATISFACTION WITH ENVIR

Sl.No Response

1 Very satisfied

2 Satisfied

3 Average

4 Not satisfied

DIAGRAM SHOWING SATISFACTION WITH ENVIRONMENTAL CONDITION

Interpretation

From this 76% of customers are very satisfied with environmental condition of hospital. 18%

of customers are satisfied with this.6% of customers

environmental condition of the hospital and nobody says not satisfied

0

10

20

30

40

50

60

70

80

Very satisfied

TABLE-4

TABLE SHOWING SATISFACTION WITH ENVIRONMENTAL CONDITION OF

THE HOSPITAL


Very satisfied 38

Satisfied 9

Average 3

Not satisfied 0

Total 50

CHART-4


OF THE HOSPITAL


of customers are satisfied with this.6% of customers has an average satisfaction with the

environmental condition of the hospital and nobody says not satisfied.

Very satisfied Satisfied Average Not satisfied

ONMENTAL CONDITION OF

Percentage (%)

76

18

6

0

100



has an average satisfaction with the

TABLE SHOWING OPPORTUNITY TO GIVE SUGGESTIONS AND COMPLAINTS

Sl.No Response

1

2

DIAGRAM SHOWING OPPO

Interpretation

From this 58% of customers get an opportunity to give suggestions and complaintsans42% of

customers do not get it.

0

10

20

30

40

50

60

TABLE-5

RTUNITY TO GIVE SUGGESTIONS AND COMPLAINTS


Yes 29

No 21

Total 50

CHART-5

DIAGRAM SHOWING OPPORTUNITY TO GIVE SUGGESTIONS AND

COMPLAINTS


Yes No

RTUNITY TO GIVE SUGGESTIONS AND COMPLAINTS

Percentage (%)

58

42

100

RTUNITY TO GIVE SUGGESTIONS AND


TABLE SHOWING CUSTOMER PROVIDED WITH MEDICAL BENEFITS

Sl.No Response

1

2

DIAGRAM SHOWING CUSTOMER PROVIDED WITH MEDICAL BENEFITS

Interpretation

From the 78% of customers were not getting the medical benefits and 22% of customers are

getting the medical benefits.

0

10

20

30

40

50

60

70

80

TABLE-6

SHOWING CUSTOMER PROVIDED WITH MEDICAL BENEFITS


Yes 11

No 39

Total 50

CHART-6



Yes No

SHOWING CUSTOMER PROVIDED WITH MEDICAL BENEFITS

Percentage (%)

22

78

100



TABLE SHOWING OPINION REGARDING THE QUALITY OF MEDICINES

Sl.No Response

1 Very

2

3 Average

4 Not

DIAGRAM SHOWING OPINION REGARDING THE QUALITY OF MEDICINES

Interpretation

From this 56% of customers have a very good opinion regarding the quality of medicine. 26%

of customers have an average opinion and 6% of the customers only believe that the qualities of

medicines are not up to the mark.

0

10

20

30

40

50

60

Very good

TABLE-7



Very good 28

Good 13

Average 6

Not up to mark 3

Total 50

CHART-7




Very good Good Average Not up to mark


Percentage (%)

56

26

12

6

100




Not up to mark

TABLE SHOWING OPINION ABOUT PUBLIC RELATION ASPECT OF

Sl.No Response

1 Very

2

3 Average

4 Not

DIAGRAM SHOWING OPINION

Interpretation

From this 52% have a very good opinion about the public relation aspects vaidyamadham.

24% of customers have a good opinion. 16% of customers have an average opinion and 8% of

customers have the opinion which is not up to mark.

0

10

20

30

40

50

60

Very good

TABLE-8

SHOWING OPINION ABOUT PUBLIC RELATION ASPECT OF

VAIDYAMADHAM


Very good 26

Good 12

Average 8

Not up to mark 4

Total 50

CHART-8

DIAGRAM SHOWING OPINION ABOUT PUBLIC RELATION ASPECT OF

VAIDYAMADHAM



customers have the opinion which is not up to mark.

Very good Good Average Not up to mark

SHOWING OPINION ABOUT PUBLIC RELATION ASPECT OF

Percentage (%)

52

24

16

8

100

ABOUT PUBLIC RELATION ASPECT OF



TABLE SHOWING EFFECTIVENESS OF TREATMENT

Sl.No Response

1

2 Some times

3 Depends

4 Surely not

DIAGRAM SHOWING EFFECTIVENESS OF TREATMENT

Interpretation

From this 58 % of customers always received effective treatment. 10% of customers some times

received effective treatment. 28% of customers have opinion that it is depends on and 4% of

customers have not sure about it.

0

10

20

30

40

50

60

Always

TABLE-9

BLE SHOWING EFFECTIVENESS OF TREATMENT


Always 29

Some times 15

Depends 14

Surely not 2

Total 50

CHART-9




Some times Depends Surely not

BLE SHOWING EFFECTIVENESS OF TREATMENT

Percentage (%)

58

10

28

4

100




TABLE-10

TABLE SHOWING OPINION OF CUSTOMERS REGARDING EASINESS TO

FOLLOW SERVE INSTRUCTIONS IN AYURVEDIC TRAETMENT


1 Yes 44 88

2 No 6 12

Total 50 100

CHART-10

DIAGRAM SHOWING OPINION OF CUSTOMERS REGARDING EASINESS TO

FOLLOW SERVE INSTRUCTIONS IN AYURVEDIC TRAETMENT

Interpretation

From this 88% of customers felt that it is easy to follow serve instruction of Ayurvedic

treatment and 12% of people have not such opinions.

0

10

20

30

40

50

60

70

80

90

100

Yes No

TABLE-11

TABLE SHOWING READINESS TO RECEIVE SERVICES FROM

VAIDYAMADHAM


1 Yes 38 76

2 No 12 24

Total 50 100

CHART-11

DIAGRAM SHOWING READINESS TO RECEIVE SERVICES FROM

VAIDYAMADHAM

Interpretation

From this 76% of customers are wish to receive services from the same institution and 12% of

customers are not wish to receive services from the same institution.

0 10 20 30 40 50 60 70 80

Yes

No

TABLE SHOWING READINESS TO RECOMMEND VAIDYAMADHAM

Sl.No Response

1

2

DIAGRAM SHOWING READINESS TO RECOMMEND VAIDYAMADHAM

Interpretation

96% of customers are ready to recommend vaidyamadham for their friends and

customers are not ready to recommend it.

0 20

Yes

No

TABLE-12



Yes 48

No 2

Total 50

CHART-12


96% of customers are ready to recommend vaidyamadham for their friends and

customers are not ready to recommend it.

20 40 60 80 100


Percentage (%)

96

4

100


96% of customers are ready to recommend vaidyamadham for their friends and relatives. Only 4% of

CHAPTER-4

FINDING AND SUGGESTIONS

FINDINGS

� Majority of the customers are highly satisfied about the service providing by the vaidyamadham

� Vaidyamadham provides first rate quality medicines.

� Vaidyamadham has highly satisfying delivery system of medicines.

� Vaidyamadham has fine infrastructure facilities.

� Most of the customers choose vaidyamadham due to better treatment.

� The service charges of affordable to majority of customers.

� Vaidyamadham has good institutional setup human resource, financial setup in physical assets.

� Vaidyamadham has very good public relation system.

� Vaidyamadham has good and tidy environment conditions.

SUGGESTIONS

� In order to improve the availability of medicines, the vaidyamadham should start more

agencies in all over Kerala.

� Facilities that are provided in canteen need to be improved.

� Provide special Ayurvedic treatment like, panchakarma, dhanyaamladhara, and sirovasti at

affordable cost

� Vaidyamadham should give more advertisements in news papers and television to make the

firm known all over Kerala.

� Appoint more employees to render the medicines fast, by this reduce the customers waiting

time.

� Employ proper feed back system to know whether the customers are facing any problems and

to get information to improve the service provided. It will help to enhance the confidence of

customers towards vaidyamadham.

� The library facilities necessitate to get better and daily available.

� It will be nice of vaidyamadham provides transport facilities.

� There is prominent scope for research in Ayurveda. Seminar and workshops based on current

trends in Ayurveda will help to attract common people to this traditional treatment system.

� Out reach programs can be carried out by vaidyamadham.

CHAPTER-5

CONCLUSION

CONCLUSION

The study was conducted to measure the level of customers

satisfaction when the vaidyamadham. It is also aimed to find the attitude of customers

towards vaidyamadham vaidyasala. Detailed analysis was maid based on the data collected

with the help of which inference drawn and finding and suggestions are given.

The study reveals that the majority of respondent were

satisfied when the vaidyamadham. The customers is also very much satisfied with the service

provide personal. Still there is need for improvement in advertisement to increase the reach of

information about the vaidyamadham. The main aim of the organization is to provide

medicine for the economically backward people in the community. From this it can be

conclude customer satisfaction is the key store for the success of every congener oriented

organization. By the considering view of customers, organization can achieve successful also.

APPENDIX

QUESTIONNAIRE:-

1. From where did you get information about Vaidyamadham?

Friends Relatives Advertisement

2. State the reason behind your choice of vaidyamadham?

Famous vaidyans Best treatment Image of firm

3. Are you satisfied with service provided by professionals?

Very satisfied Satisfied

Average Not satisfied

4. Are you satisfied with the environmental conditions of hospital?

Very satisfied Satisfied

Average Not satisfied

5. Is there any opportunity to give suggestions and complaints?

Yes No

6. Are satisfied with medical benefits?

Yes No

7. What is your opinion regarding the quality of medicine?

Very good Good

Average Not up to mark

8. Can you comment upon the public relation aspects of Vaidyamadham?

Very good Good

Average Not up to mark

9. Whether the treatment that you received is effective?

Always Some times

Depends Surely not

10. Is it easy to follow severe instructions which are considered as essential part of Ayurvedic

treatment?

Yes No

11. Whether you wish to receive services from the same institution?

Yes No

12. Will you recommend Vaidyamadham for your friends and relatives?

Yes No

13. Why do you prefer Ayurvedic treatment over allopathy?

No side effect Cure forever Trust in Ayurveda

14. Are you comfortable with the place where Vaidyamadham located?

Comfortable Not comfortable

15. Are you at vaidyamadham first time for treatment?

Yes No

16. Are you satisfied with the canteen facility?

Yes No

17. Have you experienced any draw back from here?

Yes No

18. What is the company’s response to your complaint?

Very fast Fast

Slow No response

19. Are you satisfied with the modern medicine and treatment in vaidyamadham?

Very good Satisfied

Poor Very poor

20. Whether service charges and other expenses are affordable?

Yes No

BIBLIOGRAPHY

BOOKS

• Principles of Marketing, Philip Kotter

• Marketing Management, C.N. Sontaki

• Marketing Management, A.Vinod

WEBSITES

• www.vaidyamadham.com

• www.ayurvedainindia.com

• www.businessindiaindiaonline.com

• www.brandonline.com

• www.vedamsbooks.com

• http://en.wikipedia.org/wiki/customerstatisfaction

final project 2013.main co...4. ayurvedic products as fmcgs:- the products of ayurvedic are included...

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