1

CHAPTER-1

Introduction

2

Introduction

History of soap

The first recorded evidence of the manufacture of soap-like materials dates back to around 2800 BC in Ancient Babylon. Babylonians discovered the basic method of making soap (fats boiled with ashes and water). Soap was used mostly in the textile industry.

The ancient Greeks were known to wash without soap. They preferred to wash with water, blocks of clay, pumice, sands and ashes and then to anoint themselves with oil. In the second century AD, Galen, the famous Greek physician, recommended washing with soap as a preventive measure for skin diseases.

It is believed that Romans cleaned their bodies by rubbing abrasive substances, like sand or pumice, over the skin and then used sticks to scrape off the grime and gravel. Regardless of the end uses of soap, soap became popular throughout the Roman Empire. The ruins of Pompeii, one of the cities destroyed by the volcanic eruption of Mt. Vesuvius in 79 A.D., revealed an entire soap factory.

3

Ancient Germans and the Gaul have mixed ashes with animal fat to produce soap, and they used it to decorate their hair.

Arabic chemists were the first one to produce soaps made from vegetable oils (such as olive oil), aromatic oils (such as thyme oil) and lye. From the beginning of the 7th century, soap was produced in Nablus, Kufa and Basra. They made perfumed and colored soap, some of the soaps were liquid and others were solid. They also made special soap for shaving.

By 1200 AD, Marseilles, France and Savona, Italy became soap making centers. In the 8th century, soap making was well-known in Italy and Spain where soap was made with goat fat and Beech tree ashes. During the same period, the French started using olive oil to produce soap. Eventually, fragrances were introduced and soaps for bathing, shaving, shampooing and laundry began to be made.

From the 16th century finer soaps were produced in Europe using vegetable oils (such as olive oil) as opposed to animal fats. Many of these soaps are still manufacture, both industrially and by small scale soap makers.

Due to a better understanding of the role of hygiene and the promotion of popular awareness of the relationship between cleanliness and health, industrially manufactured bar soaps became available in the late eighteen century. The big leap in commercial soap making was two discoveries by French chemists Nicholas Leblanc and Michael cheerful around the turn of the 19th century. In 1791, Leblanc patented a method of making sodium carbonate or soda ash from commonly available salt. In 1811, Cheerful discovered the relationship and chemical nature of fatty acids, glycerin, and fats. Andrew Pears began manufacturing a high-quality, transparent soap in 1789 in London. William Goss age manufactured low-price good-quality soap from the 1850s. Robert Spear Hudson started producing a soap powder in 1837.

4

The development of synthetic detergents in Germany in 1916 made another breakthrough in soap making chemistry. Another well-known soaping center was The Castile region of Spain, responsible for making the first, hard, white bars of olive oil soap. Castile soap is still known today like soaps made with all, or mostly all, olive oil.

Commercial soap, as we know it today, came into existence during WWI. After the Great War and until 1930's, a method called batch kettle boiling was used for soap production. Shortly thereafter, continuous process that decreased soap making production time to less than a day was introduced and refined by Procter & Gamble. Continuous process is still used by large commercial soap manufacturers

5

CHAPTER-2

History of Hamam soap

Company Profile

Product Profile 

6

HISTORY OF HAMAM

Hamam is a brand of soap made in India and marketed by Hindustan Unilever, the Indian unit of Unilever. The name comes from the Arabic/Persian/Hindi word Hamam which refers to a public bathing establishment in the middle-eastern countries. It was launched in 1934 and isa leading product in its category.

Launched in 1931 as a ‘mild, family soap’, Hamam soon drew a largeNatural Following long before it was trendy or fashionable. Perhaps the only Indian-made natural soap at the time, Hamam was embraced by mothers and doctors alike, for its purity and safety on skin.

Only Hamam brings a live ancient time-tested skincare ritual that has been perfected over generations in convenient and contemporary formats.

The three variants of Hamam - Sampoorna Snaan, Hamam Scrub Bath and Abhyanga Snaan embody traditional skincare practices. 

Hamam can best leverage this due to its heritage and natural ingredient legitimacy to claim purification of the body and spirit.

7

Key facts

•Only 400 core Herbal soap brand in the personal care segment

•21.36% market share in the South Indian state of Tamil Nadu

From our range

Hamam Sampoorna Snaam

Hamam Scrub Bath

Hamam Abhyanga Snaan

8

COMPANY PROFILE

Hindustan Unilever (HUL) is the largest fast moving consumer goods (FMCG) company, a leader in home & personal care products and foods & beverages. HUL's brands are spread across 20 distinct consumer categories, touching lives of every 2 out of 3 Indian.

It has employee strength over 15000 & 1200 managers. It has created widespread network through its 2000 suppliers & associates. There 75manufacturing locations in India itself. It caters its wide range of products to 6.3million outlets. It has market capitalization of 11.5billion.

Brands

 Home & personal care:- Under this it has brands that caters to every income segment of population. In this segment it has brands like lakme, Axe, pepsodent Surf Excel, Wheel, Lux, Dove, Fair Lovely& many more.

Foods & Beverages:-Under this segment it has brand like kissan, knnor Soups, Annapurna, kwality Walls, and Brooke Bond & Lipton.

 It has also launch water purifier with the name Pure it

9

 The FMCG market is set to treble from $11.6 billion in 2003 to $33.4billion in 2015. Penetration level as well as per capita consumption in most product categories like jams, toothpaste, skin care, hair wash etc. in India is low indicating the untapped market potential. Companies present in FMCG segment like HUL, Dabber, ITC, Godrej & many more have potential to acquire market share.

Milestones achieved •Five of HUL's leading brands – Lux, Dove, Hamam, Pears, Clinic Plus and Sun silk – won the Reader's Digest Trusted Brand 2008Awards.

•Four HUL brands featured in the top 10 list of the Economic Times Brand Equity's Most Trusted Brands 2008 survey

•HUL was awarded the Bombay Chamber Civic Award 2007 in the category of Sustainable Environmental Initiatives.

•HUL was selected as the top Indian company in the FMCG sector for the Dun & Bradstreet - American Express Corporate Awards2007.

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Product Profile

Name : HAMAM SOAP

Type : Toilet Soap

Toilet soap type : Bath Soap

Style : Bar Soap

Form : Solid

Handmade : No

Transparent : No

Medicated : No

Ingredient : Herbal

Main ingredient : Olive Oil

Age group : Adults

Gender : Female

Feature : Basic Cleaning, Whitening

Place of origin : Jiangsu, China (Mainland)

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Brand name : Balking

Color : White, Yellow, Customized

OEM service : Yes

Design : According To Customer’s Need

Fragrance : Lemon, Natural, Fruit, Etc.

Logo printing : On Soap/Film/Sachet/Box

Package : Opp Film Wrapper or Customized

Payment terms : L/C, T/T

Range : Hotel Bathroom or Home Bathroom

12

Packaging & delivery

Packaging Details: 105 Pieces / Case

Delivery Detail: 15 DAYS

Specifications

Hamam Toilet Soap Manufactured by Unilever India Ltd. Lifebuoy Toilet Soap Rexona, Pears, Dettol Toilet Soaps 

Lifebuoy hand washes Pump Manufactured by Unilever India Ltd.

Variants: Total, Care, Active Fresh & Nature  Sr. No. Item Size - Qty per case Availability1.  Hamam Toilet soap  100 grms - 144 Pcs  Yes2.  Hamam Toilet soap  150 grms - 105 Pcs  Yes

13

CHAPTER-3

Objectives of study 

14

OBJECTIVE OF THE STUDY

Primary Objective:

To study the marketing and customer satisfaction of Hamam soap.

Secondary Objective:

To obtain the information regarding customer preferences towards the product The objectives of study are as follows,

To identify the customer satisfaction on Hamam soap

To study the overall performance of Hamam in the market

To analyze the demand for Hamam soap

To analyze the performance of advertisement in market

To identify the sales force effectiveness

 

15

CHAPTER-4 

Scope

Limitation 

16

Scope of study

The study is conducted to know the customer satisfaction about various brands, the choice and satisfaction towards Hamam. The study covers only a short range of operations on the study area.

Limitation:

The study was restricted in thevaram town only.

The project was conducted only among the limited size 50 samples.

Some respondents feel irritated to answer the some questions.

Some respondent gave wrong information.

Some respondents are uneducated

17

CHAPTER-5

RESEARCH METHODOLOGY

Meaning Data collection

A)primary data B)secondary data

Sample design A)sampling technique B)target sample C)sample size

Meaning

18

Research in a common parlance refers to a search for knowledge. One can also define research as a scientific and systematic search for pertinent information on a specific topic.

Research is an art of scientific investigation. Research is an academic activity and as such the term should be used in a technical sense. the term research refers to systematic method consist of enunciating the problem ,formulating a hypothesis, collecting the data, analysis the facts and reaching certain conclusion either in a form of so lu t ion towards the concerned problem or in cer ta in genera l iza t ion for some theoretical formulation

Data Collection

The task of data collection begins after a research problem has been defined and research design or plan chalked out. Data may be collected in two ways, there are as follows

Primary data

Secondary data

Primary Data:

19

The primary data are those data which are collected afresh and for the first time and thus happen to be or ig inal in charac te r . The researcher col lec ts pr imary data  particularly in surveys and descriptive researches. Followings are the various way of collecting primary data,

a ) O b s e r v a t i o n m e t h o db) I n t e r v i e w m e t h o dc) Through  quest ionnai resd) Through schedules , e tc . ,

These are the various ways the primary data’s can be collected.

Secondary data:

Secondary data means data that are already available i.e., they refer to the data which have already been collected and analyses by someone else. Secondary data may either be published data or unpublished data. Usually published data are available in,

 a) Various publication of the central, state and local government

b) Various publications of foreign government or  of international bodies and their subsidiary organizations

c) Technica l and t rade journals

d)Books, magazines and newspapers etc. In this project, data is based on primary data and it is collected through questionnaire method.

Sample Design

20

A Sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure the researcher would adopt in selecting items for the sample. The sample design may as well lay down the numbers of items to be included in the sample, i.e. the size of the sample. Sample design is determine before data are collected

Sample Technique: 

The researcher has to decide the sampling tools by determine the size of the sample. A small random sample is better than a larger but badly selected sample.

Target Sample: 

Target sample is refers to the number of respondents that we select as the target to do the study of customer satisfaction.

Sample Size:

Sample size refers to the number of items to be selected from the universe to const i tu te of sample . th is i s a major problem before researcher . The s ize of   sample should neither be excessively large, nor too small. ItShould be optimum. A n o p t i m u m s a m p l e i s o n e w h i c h f u l f i l l s t h e r e q u i r e m e n t s   o f   e f f i c i e n c y , repetitiveness, reliability and flexibility.

A research design is an arrangement of condition for collection and analysis of data .In this study only a few units of population where considered for analysis .60sample were selected to study in the chosen area.

  

21

CHAPTER - 6

Review of literature

Review of literature

22

Customer satisfaction: 

Organizations need to retain existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.

When to Conduct a Customer Satisfaction Survey

The best time to conduct a customer satisfaction survey is when the experience is fresh in their minds. If you wait to conduct a survey, the customer's response may be less accurate. He may have forgotten some of the details. He may answer about a later event. He may color his answers because of confusion with other visits. He may confuse you with some other company.

What to Ask In a Customer Satisfaction Survey 

There is a school of thought that you only need to ask a single question in a customer satisfaction survey. That question is, "will you buy from me again?" While it is tempting to reduce your customer satisfaction survey to this supposed "essence", you miss a lot of valuable information and you can be easily misled.

It is too easy for a customer to answer yes to the "will you buy from me again?", whether they mean it or not. You want to ask other questions in a customer satisfaction survey to get closer to the expected behavior and to collect information about what to change and what to keep doing.

By all means ask the basic customer satisfaction question

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How satisfied are you with the purchase you made (of a product or service) How satisfied are you with the service you received? How satisfied are you with our company overall? And ask the customer

loyalty questions" How likely are you to buy from us again? How likely are you to recommend our product/service to others? How likely are you to recommend our company to others?

Also ask what the customer liked and didn't like about the product, your service, and your company.

How Often Should You Conduct a Customer Satisfaction Survey?

The best answer is "often enough to get the most information, but not so often as to upset the customer". In real terms, the frequency with which you conduct a customer satisfaction survey depends on the frequency with which you interact with your customers. My state renews driver’s licenses for five-year periods. It would be s i l ly for them to ask me each year what I thought of my las t renewal exper ience . Conversely, if I survey the commuters on my rapid transit system once a year, I will miss important changes in their attitudes that may be driven by seasonal events. 

What to Do With Answers from a Customer Satisfaction Survey

Regardless of how I ask my customers for their feedback, what I ask the min the customer satisfaction survey, and when I survey them, the most important part of the customer satisfaction survey is what I do with their answers.

Yes, I need to compile the answers from different customers. I need to look for trends. I should look for differences by region and/or product. However, I most need to act on the information I get from my customers though

24

the survey. I need to f ix the th ings the cus tomers have complained about . I need to invest iga te the i r   suggestions. I need to improve my company and product in those areas the mean the most to the most of my customers. I need to not change those things that they like. Most importantly I need to give them feedback that their answers were appreciated and are being acted upon. That feedback can be individual responses to the customers if appropriate, or it can simply be fixing the things that they tell you need to be fixed.

Statement of problem:

The topic deals with the study of customer satisfaction towards the product “pears”. The customer satisfaction varies from brand to brand on the basis of quality and price. The complication had undergone to identify customer reaction. Therefore being interested to know, the degree to which customer behavior varies with income, age, sex or characteristics induced the selection of this study.

25

CHAPTER-7 Data Analysis Part

 

26

DATA ANALYSIS

Analysis means the computation of certain indices or measure along with searching for pa t te rns of re la t ionship tha t exis t among the data groups . Ana lysis ,  particularly in case of survey or experimental data, involves estimating the values of unknown parameters of the population and testing the hypotheses for drawing inferences

In this study, the data’s are analyzed based on percentage method.

Analysis and Interpretation:

In the previous chapter attempt have been made to define, discuss and identify the consumer satisfaction .in this chapter various particulars, information and observation and their critical analysis to arrive at judicious conclusion and to finally evolve consumer preference are given.

The study is spread over a sample size of 100 respondents in velachery for the purpose of conducting study areas respectively.

PERCENTAGE METHOD:

Percentages are often used in data presentation for they simplify numbers, reducing all of them to a 0 to 100 range. Through the use of percentages, the data are reduced in the s tandard form wi th base equal to 100 which fac t fac i l i t ies re la t ive comparisons. While using percentages, the following rules should keep in view by researchers;

No, of Respondent Percentage

Total Respondent

27

4.1 Table showing the classification of respondent on the basis of age  

Age No. of respondent Percentage (%)

0-20 40 40

21-30 30 30

30-40 15 15

Above 40 15 15

Total 100 100

Interpretation:

From the above chart 40% of respondent are between the age group of less

than 20,

30% of respondent are belongs to 21-30,

15% of respondent are between 30-40 and

15% of respondent are between 41 and above

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4.1.A chart showing the classification of respondent on the basis of age

0-20 21-30 30-40 Above 400

5

10

15

20

25

30

35

40

Percentage (%)

Percentage (%)

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4.2. A Table showing classification of respondent on the basis of gender

Gender No. of respondent Percentage (%)

Male 66 66

Female 34 34

Total 50 100

Interpretation:

From above chart 66% of respondent are female and

34% of respondent are male.

30

4.2. A chart showing classification of respondent on the basis of gender

Male Female 0

10

20

30

40

50

60

70

Percentage (%)

Percentage (%)

31

4.3 Table showing classification of respondent on the basis of occupation

Occupation No. of respondent Percentage (%)

Student 40 40

Employee 26 26

Professional 20 20

Homemaker 4 4

Business 4 4

Other 6 6

Total 100 100

Interpretation:

From the above chart 40% of respondent are students,

26% of respondent are employee,

20% of respondent are professional,

4% of respondent are doing business

4% of respondent from homemaker and 

6% were other.

32

4.3. A chart showing classification of respondent on the basis of occupation

Studen

t

Employee

Profes

sional

Homemake

r

Business

Other05

10152025303540

Percentage (%)

Percentage (%)

33

4.4 Table showing respondent using the soap

Use Soap No. of respondent Percentage (%)

Yes 65 65

No 35 35

Total 100 100

Interpretation:

From above chart 65% of respondent are using soap and

35% of respondent are does not use soap.

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4.4. A chart showing respondent using the soap

Yes No 0

10

20

30

40

50

60

70

Percentage (%)

Percentage (%)

35

4.5Table showing the purchase of Hamam soap regularly

Buy regularly No. of respondent Percentage (%)

Yes 50 77

No 15 23

Total 65 100

Interpretation:

From the above chart 77% of respondent purchase hamam soap regularly

and

23% of respondent does not purchase regularly

36

4.5 A chart showing the regular purchase of Hamam soap by respondent

Yes No 0

1020304050607080

Percentage (%)

Percentage (%)

37

4.6 Table showing the classification of respondent on the basis of different types.

Type No. of respondent Percentage (%)

Hamam Sampoorna Snaan

20 31

Hamam Scrub Bath 15 23

Hamam nalangu mavu 17 26

Hamam Abhyanga Snaan

10 15

Other 3 5

Total 65 100

Interpretation:

From the above chart 31% of respondent like sampoorna sanaam,

23% of respondent like scrub bath,

26% of respondent like nalangu mavu, and

15% of respondent like Abhyanga snaam and

5% of respondent like other types.

38

4.6 A chart showing classification of respondent on the basis of types

Hamam

Sampoorn

a Snaa

n

Hamam

Scrub Bath

Hamam

nalangu

mavu

Hamam

Abhyanga

Snaa

nOther

05

101520253035

Percentage (%)

Percentage (%)

39

4.7Table showing various ways that the respondent came to know about Hamam soap

Various ways No. of respondent Percentage (%)

Advertisement 30 46

Friend 10 15

Promotional 13 20

Through shop 12 19

Total 65 100

Interpretation:

From the above chart 46% of respondent come to know about Hamam

Soap through advertisement,

15% of respondent know through friends,

19% of respondent know through shop and,

20% of respondent through promotional.

4.7 A chart showing various ways that the respondent comes to known about Hamam soap

40

Advertisem

ent

Frien

d

Promotional

Through

shop

05

101520253035404550

Percentage (%)

Percentage (%)

4.8 Table showing the reason for buying Hamam Soap

Reason No. of respondent Percentage (%)

41

Price 40 62

Quality 10 15

Quantity 15 23

Total 65 100

Interpretation:

From the above chart62% of respondent prefer price,

15% of respondent prefer quality and,

23% of respondent prefer quantity for buying Hamam Soap.

4.8 A chart showing the reason for buying Hamam Soap

42

Price Quality Quantity 0

10

20

30

40

50

60

70

Percentage (%)

Percentage (%)

4.9Table showing different opinion about the price of Hamam Soap

43

Price No. of respondent Percentage (%)

Reasonable 50 77

costly 5 8

Cheaper 10 15

Total 50 100

Interpretation: 

From the above chart 77% of respondent feel that the price of Hamam

soap is reasonable,

8% of respondent feel it is costly and

15% of respondent feel it is cheaper.

4.9Achart showing the difference of opinion about the price of Hamam Soap

44

Reasonable costly Cheaper 0

10

20

30

40

50

60

70

80

Percentage (%)

Percentage (%)

4.10 Table showing the amount spend by respondent per month

45

Amount spend per month

No. of respondent Percentage (%)

Below-100 40 62

100-150 20 30

150-200 3 5

Above-200 2 3

Total 65 100

Interpretation:

From the above chart 62% of respondent spend below 100 for purchasing

Hamam soap,

30% of respondent spend between101-200,

5% of respondent spend between201-300 and

3% of them spend more than 300 for buying Hamam soap.

4.10 A chart showing amount spend by respondent per month

46

Below-100 100-150 150-200 Above-200

0

10

20

30

40

50

60

70

Percentage (%)

Percentage (%)

4.11 A Table showing the respondent opinion about attracts Hamam soap

47

Opinion No. of respondent Percentage (%)

Packing 30 46

Advertisement 25 39

Look 10 15

Total 65 100

Interpretation:

From the above chart 46% of respondent opinions packing is attract Hamam

soap,

39% of respondent opinions packing is attract Hamam soap and,

15% of respondent opinions packing is attract Hamam soap.

4.11 A chart showing the respondent opinions about attracts Hamam soap

48

Packing Advertisement Look 05

101520253035404550

Percentage (%)

Percentage (%)

4.12 A Table showing the detail how often the respondent purchase Hamam soap

Often purchase No. of respondent Percentage (%)

49

of Hamam soapWeekly 15 23

Monthly 40 62

Occasionally 10 15

Daily 0 0

Total 65 100

 Interpretation:

From the above chart 23% of respondent buy Hamam soap occasionally,

62% of them buy monthly,

15% of them buy weekly and

00% of them buy daily.

4.12 A chart showing the detail how often the respondent purchase the HamamSoap

 

50

Weekly Monthly Occasionally Daily 0

10

20

30

40

50

60

70

Percentage (%)

Percentage (%)

4.13Table showing the factor that influence the respondent in selecting Hamamsoap

Factor influence No. of respondent Percentage (%)

51

Advertisement 25 39

Brand image 20 30

Quantity 5 8

Smell 15 23

Total 65 100

Interpretation;

From the above chart 39% of respondent select for advertisement,

30% of them select for brand image,

8%of them select for quantity and,

23% of them select for smell.

4.13 A chart showing the factor that influence the respondent in selecting Hamam soap

52

Adver-tisement

Brand image

Quantity Smell 0

5

10

15

20

25

30

35

40

Percentage (%)

Percentage (%)

4.14 Table showing whether the Hamam soap sales fall

53

Sales fall No. of respondent Percentage (%)

Yes 50 77

No 15 23

Total 65 100

Interpretation:

From the above chart, the opinion of 77% of respondent says that the sales

of Hamam soap sale fall while opinion and

23% of respondent says that the Hamam soap does not sale falls.

4.14 A chart showing opinion from respondent whether the Hamam soap sales fall

54

Yes No 0

1020304050607080

Percentage (%)

Percentage (%)

4.15 Table showing whether Hamam Soap available in the market

55

Available in the market

No. of respondent Percentage (%)

Yes 63 97

No 2 3

Total 65 100

Interpretation:

From the above chart, the opinion of 97% of respondent says that the Hamam soap is easily available in the market while opinion and,

3 % of respondent says that the Hamam soap is not available in the market.

4.15 A chart showing the opinion from respondent whether the Hamam soap available in the market

56

Yes No 0

102030405060708090

100

Percentage (%)

Percentage (%)

4.16 Table showing the suggestion from the respondent to improve sales of  Hamam soap.

Suggestion No. of respondent Percentage (%)

57

Improve quality 30 46

Advertisement 15 24

Brand awareness 10 15

Price 10 15

Total 65 100

Interpretation:

From the above chart, 30% of respondent suggest to improve quality,

24% of respondent suggest improving advertisement,

15% of respondent suggest to create brand awareness and,

4% of them suggest improving price.

4.16 A chart showing the suggestion from respondent to improve the sales.

58

Improve

quality

Advertisem

ent

Brand aw

areness

Price

0

10

20

30

40

50

Percentage (%)

Percentage (%)

  

59

CHAPTER-8

Finding

suggestion 

 

FINDINGS

58% of respondent are between the age group of 0-20.

60

66% of respondent are female.

20% of respondent are professional.

68% of respondent purchase Hamam soap regularly.

30% of respondent like Sampoorna sanaam.

48%of respondent come to know about Hamam soap through advertisement

62% of respondent prefer quality for buying Hamam soap

74% of respondent feel that the price of is reasonable

42% of respondent spend below Rs.100 for purchasing Hamam soap

38% of respondent buy Hamam soap occasionally

30% of respondent select Hamam soap for taste

70% of respondent says that the sales of Hamam soap does not fall

94% of respondent says that the Hamam soap is easily available in the market

38% of respondent suggest creating brand awareness.

SUGGESTIONS

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Improving the taste and also giving more brand can attract more customer 

The company can improve their brand image

The company may give more offer and discount to increase sales

The can provide Hamam so a pin low cost

62

CONCLUSION

 Conclusion:

63

This study mainly focused on the consumer’s attitude towards Hamam in sholinganallur .The data which are collected from the respondent and other resources are analyzed in the last chapter.

 From the data analyzed it was found out that Hamam soap is the best brand in the market.

It is concluded that the market study on Hamam soap ats holinganallur as helped to know the status of Hamam soap. Hamam soap are having a good market share in .the study has helped the researcher to gain good experience and more information about Hamam soap in sholinganallur.

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Bibliography

 Bibliography:

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Research methodology book - C R Kothari

www.google.com

www.hamammsoap .com

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 ANNEXURE