CHAPTER I INTRODUCTION The first Garnier product was made by Alfred Garnier in 1904, a hair tonic.

. The full company name, Laboratories Garnier, originated in the 1920s as a producer of haircare products made with organic ingredients. ingredients. The LOreal Group has owned Garnier since 1965. Garnier is a worldwide company affiliated with 29 other brands owned by LOreal. As of 2009, Garnier has three product line concentrating on helping consumers with personal appearance. Garnier offers skincare, haircare, hair color and styling products, which are distributed in 16 countries. When looking for a suitable shampoo the most important thing you need to know is the concentration and the harshness of the detergent in it. The problem is there is no way for the average consumer to find that out. Shampoos may contain anything between 1 and 25 percent detergent. It may be exactly the Same detergent, sodium lauryl sulfate based detergents are the most common, but the concentration will vary considerably from brand and even within a manufacturers products range. Cost of the shampoo is rarely an indicator of detergent concentration or quality. cheap detergent. Cheap shampoo may contain a high detergent concentration while expensive shampoos may contain very little of a Cost is mostly about branding and the market the manufacturer is trying to sell the product to some indicators that you might think would be a rough guide to detergent power, such as products labeled for oily hair, in fact bear no relation to the amount of the detergent in them. Shampoos for oily hair can have exactly the same concentration as shampoos for dry hair. The difference is more likely to be a reduced amount of oil or conditioning agent in the shampoo for oily hair, or the difference may even just
1

Garnier

continues that mission today, as all of its products are made with natural

be the packaging. The thickness of the shampoo is also not an indicator of detergent concentration. There are many thickening agents that can be used that contribute nothing to actual cleaning action of shampoo. Because the detergent concentration is not on the label, your only practical option is to find the right shampoo, with the right detergent concentration for you, through trail and error. Select a few shampoos you like the sound of and do a home comparison test. You may find you need up to three times the amount of one shampoo compared to another to get the same result. Just pick the one you like the feel at the price you are willing to pay. Do not be swayed on buying a shampoo for the additional ingredients like herbal extracts. Frankly these will not do much, usually the amount of extract in the shampoo is quite low and most of it is washed down the drain anyway. It should be simple to apply, although it is worth nothing that the all in one shampoo and conditioners are usually not as good as a separate shampoo and subsequent conditioner. Although it is more hassle, a separate shampoo and conditioner usually gives better results. The shampoo should cleanse the scalp thoroughly with one application unless you have very oily or dirty hair. Even so, you should not need to wash your hair more than twice. The hair should be left soft, shiny and easy to brush and comb. This quality has much to do with conditioning agents. Most modern shampoos contain them, but you may need a separate conditioner too. The shampoo should rinse away easily and not leave any residue. In a hard water area (water that has a lot of minerals dissolved in it is called hard water) there is a greater chance of residue being left on the hair. An

acid rinse can get rid of this. People often use lemon juice but vinegar can work just as well. Use conditioner after an acid rinse. The shampoo should not be irritating to scalp skin. With the popular fad of including herbal extracts in shampoos so dermatologists have seen an increase in scalp dermatitis complaints. If your shampoo irritates your scalp skin, find one without herbs in it. If that doesnt work, the detergent in the shampoo may be the problem. It so, find a shampoo with a different detergent in it. Some common shampoo detergent like sodium laurel sulfate, can be irritation to sensitive skin. Finally, the shampoo must satisfy your tastes in color, perfume, texture and later. None of these are really necessary for thorough cleansing and it is all down to personal preference. Not even lather is necessary, you can clean hair just fine without any bubbles. We have been conditioned to believe a good lather is important for good cleaning, but this is actually not true. Many shampoos contain specific ingredients that make lather, but they do not actually contribute to the cleaning process. SOAP VERSUS DETERGENT SHAMPOOS Detergent based shampoos are by far the most common shampoo in the supermarket today. Detergent shampoos are a relatively recent development only really becoming widely available from the 1950s onwards and it took 20 years for detergent shampoos to become the dominant shampoo product. Before this time soap based shampoos were prevalent. Soap shampoos are made from organic sources, most frequently from coconut oil and less commonly from olive oil or palm oil. Detergents are synthetic cleaning agents made by a chemical reaction. Detergents do a better cleaning job and less likely to react with minerals and salts in the water supply compared to soap based shampoos. However, soap shampoos are making a limited comeback as some
3

people want to go the organic route. There is no real problem with using a soap shampoo except that if you live in a hard water area you may find a scum builds up on the hair making it look dull and dry. An organic acid rinse can get rid of this. WATERLESS SHAMPOOS When an individual is an invalid and bed ridden waterless shampoos can be very useful. The shampoos are usually a combination of an absorbent They usually come packaged as a powdered substance and a mile alkali.

straight powder, but sometimes you can get them in foam or spray formulation. Either way, the principle of application is the same. The powder is applied to the hair and this absorbs oils (sucks the oil inside the powdered particles) and adsorbs dirt (dirt binds to the surface of the powdered particles). The powder is then brushed or toweled away. These waterless shampoos work quite well, but they are not as effective compared to water and detergent shampoos. For really dirty hair, the powder less shampoos may need to be reapplied several times before getting reasonably clean hair. Some people who like to go completely organic prefer to make their own powderless shampoos. You can use powdered corn starch as a dry shampoo with a reasonable level of success. Indigenous people may use chalk powder or camp fire ash as a waterless shampoo. SHAMPOOS AND PH A few television commercials have made claims that their shampoos have an acidic pH and this is superior to other shampoos. comments on pH and shampoos. First just to review what pH means. Water molecules (H 2O) occasionally break apart into H+ and OH- (and H+ and OH- will join back together to form H2O). Things dissolved in water can release to take up either H+ or OH-, thus
4

So here are a few

changing the ratio of H+ and OH- in the water. An acidic solution (pH < 7) has more H+ than OH- and a basic or alkaline solution (pH > 7) has more OH- than H+. A neutral pH is pH 7. Hair is made from keratins. Keratin is a protein, and proteins and chains of amino acids. Different types of protein contain different amino acids, linked together in a different order. Keratin happens to contain lots of the amino acid cysteine, which contains a sulfur atom. The sulfur atoms from two cysteines join together, forming a disulfide bond. These disulfide bonds give hair fiber its strength. However, OH- can split disulfide bonds, thereby removing crosslinks between keratin molecules and weakening the hair. H+ does not disrupt disulfide bonds. As such, alkali solutions can waken hair and strong alkali solutions will actually dissolve it. In contrast, acid solutions do not interact with disulfide bonds. Most shampoos are somewhat acidic. Shampoos typically have a pH of 4-6 some go as low as pH 3. These are usually strong shampoos for heavy duty cleaning. If your water supply contains a lot of lime and other minerals dissolved in it, your pH is most likely to be neutral to slightly alkali. The alkalinity of the water is not enough to significantly weaken the hair but alkali solutions can make the hair cuticle open up. The outer hair cuticle is made up of overlapping, flattened, dead cells like tiles. These tiles can flake up and expose the underlying, softer cortex of the hair fiber which is more prone to damage by environmental chemicals. The shampoo acidity can help with closing the cuticle of the hair. In addition, slight acidity help to break up soap scum and wash it away. So in general, an acid pH shampoo is good for maintaining the hair structure and it can neutralize adverse alkali action on the hair. CHAPTER II GARNIER SHAMPOO
5

Garnier is mass market brand of LOreal that produces hair care products, including the Fructis line, as well as skin care products, notably the newer Nutritioniste line. One of their key proprietary ingredients is a fruit concentrate used in all their products. It is a combination of fruit acids, vitamin B3 and B6, fructose and glucose. PRODUCTS Garnier sells an array of products ranging from styling products to shampoos and conditioners. The products currently sold by Garnier are: Sleek and Shine shampoo and cream conditioner. Body and volume shampoo and cream conditioner. Normal shampoo and conditioner and 2-1 Normal shampoo/conditioner. Dry or Damaged shampoo and cream conditioner. Sleek and Shine anti-frizz serum. Sleek and Shine deep conditioner. Anti-Dandruff shampoo and 2-1 Anti-Dandruff shampoo and conditioner. Fine shampoo and cream conditioner. Hard Curl Gel. Soft Curl cream. Length and Strength anti-split ends treatment. Body and Volume root lifting treatment spray. Surf Hair. Fortifying deep conditioner. Body and Volume shampoo and cram conditioner. Sleek and Shine leave-in conditioning cream.
6

 Color treated or permed shampoo and cream conditioner. Curl and Shine shampoo and cream conditioner. Curl and Shine leave-in conditioner (This products has been DISCONTINUED by Garnier), Garnier Nutrisse (Hair colourant. Advertised in the UK using the

catchphrase. Nutrisse means nourish. The word Nutrisse is actually a made up word and does not appear in any known language). Garnier also produces beauty products. The beauty products are branded under the name Garnier Skin Naturals due to their natural components. These include: Garnier Pure Range (For Oily/Blemished Skin) Garnier Lift Range (Firming & Anti-wrinkle) Garnier Light Range (Whitening/Brightening) Garnier Fresh Range (For Normal/Combination Skin) Garnier Soft Range (For Dry/Sensitive Skin) Garnier Nutritionist Range (New) (For smoothening fine line & boosting skin radiance) Body (gradual tan) BodyTonic (firming lotion) BodyCocoon (Body moisturiser) FootCocoon (foot moisturiser) HandCocoon (hand moisturiser) BodyRepair (intensive body moisturiser) Garnier Skin Naturals summerface 12hour Moisturising Cram Sun Kissed Look. OBJECTIVES OF THE STUDY
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 To study the consumer awareness and preference with reference of garnier shampoo. To identify the factors affecting the selection of particular brand of shampoo. To analysis the satisfaction level of customer using garnier shampoo. To offer suggestion to improve the service quality of garnier shampoo. To examine the perception of customers on sales promotion.

LIMITATIONS OF THE STUDY

 The study was conducted among people in the Coimbatore city only. Hence the findings cannot be generalized. The size of the sample was restricted to 100 respondents, due to time constraint. The study was conducted on the four major branded shampoos only. The study considered only four independent variables. Sex, Age,

Education and Income, while there may be many other factors which influence the consumer behavior.

CHAPTER II
9

RESEARCH METHODOLOGY

RESEARCH Research may be defined as the objective and systematic method of finding solution to a problem. It gives structural picture for the management process like decision making planning in accordance with data collected. RESEARCH DESIGN A research design can be specified as arrangement of condition for collection and analysis of data in a manner that aims to combine relevance to research purpose with the economy in procedure. It constitutes blue print for the collection, measurement and analysis. The research design used by the researcher is descriptive research design, which deals to depict state of affairs, as it exists without having any control over changes of variables. It takes into account the fact that the subject of study is purely qualitative in nature; it is the most ideal and convenient research design. DATA COLLECTION The study is based on primary as well as on secondary data. The primary data was collected from questionnaire. The secondary data was collected from various books, web sites and company brochures.

SAMPLE SIZE

10

In Coimbatore, a sample of 60 was taken for the study of customer satisfaction of garnier shampoo. SAMPLING TECHNIQUE The researcher adopted non probability sampling judgement sampling technique. In this project, to know the customer satisfaction of garnier shampoo in Coimbatore city.

CHAPTER - IV
11

ANALYSIS AND INTERPRETATION

TABLE 1 GENDER OF THE RESPONDENTS

GENDER Male Female Total

NO OF RESPONDENTS 48 12 60

PERCENTAGE (%) 80 20 100

INTERPRETATION: From the above table it shows 80% of respondents are male and 20% of respondents are female.

CHART 1 GENDER OF THE RESPONDENTS

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TABLE 2 AGE OF THE RESPONDENTS

13

AGE Below 18 18-25 25-30 Above 30 Total

NO OF RESPONDENTS 10 38 8 4 60

PERCENTAGE (%) 17 63 13 7 100

INTERPRETATION: From the above table it shows 17% of the respondents are below 18 years 63% of the respondents are 18-25% of the respondents are 25-30 , and 7% of the respondents are above 30 years of age. Majority (63%) of the respondents are 18-25.

CHART 2 AGE OF THE RESPONDENTS

14

TABLE 3 MONTHLY INCOME OF THE RESPONDENTS

MONTHLY INCOME Below 3000

NO OF RESPONDENTS 18
15

PERCENTAGE (%) 30

3000-5000 Above 10000 Total INTERPRETATION:

28 14 60

47 23 100

From the above table 30% of the respondents earning below 3000, 47% of the respondents earning 3000-5000, 23% of the respondents are earning above 10,000. Majority (47%) of the respondents are earning monthly income of 30005000.

CHART 3 MONTHLY INCOME OF THE RESPONDENTS

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TABLE 4 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

EDUCATIONAL QUALIFICATION

NO OF RESPONDENTS
17

PERCENTAGE (%)

Under graduate Post graduate Professional Total INTERPRETATION:

28 20 12 60

47 33 20 100

From the above table is shows 47% of the respondents under graduate, 33% of the respondents are post graduate, 20% of the respondents are professional. Majority (47%) of the respondents are under graduate.

CHART 4 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

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TABLE 5 RESPONDENTS USING GARNIER SHAMPOO

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USING GARNIER SHAMPOO Yes No Total INTERPRETATION:

NO OF RESPONDENTS 42 18 60

PERCENTAGE (%) 70 30 100

From the above table it shows 70% of the respondents are using garnier shampoo, 30% of the respondents are not using garnier shampoo. Majority (70%) respondents are using garnier shampoo.

CHART 5 RESPONDENTS USING GARNIER SHAMPOO

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TABLE 6 BRAND PREFERENCE OF THE RESPONDENTS

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WHICH BRAND Head & shoulder Clinic plus Sun silk Pantene Others Total INTERPRETATION:

NO OF RESPONDENTS 5 4 3 4 2 18

PERCENTAGE (%) 27.78 22.22 16.67 22.22 11.11 100

From the above table is shows 27.78% of the respondents preferred head and shoulder, 22.22% of respondents prefer clinic plus, 16.67% of the respondents are prefer sun silk, 22.22% of the respondents are prefer pantene and 11.11% of respondents prefer other brands. Majority (27.78%) of the respondents prefer head and shoulder.

CHART 6 BRAND PREFERENCE OF THE RESPONDENTS

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TABLE 7 FACTORS INFLUENCING GARNIER SHAMPOO

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DID YOU LIKE GARNIER SHAMPOO Smell Quality Package Advertisement Price Availability Total INTERPRETATION:

NO OF RESPONDENTS 12 16 6 4 2 2 42

PERCENTAGE (%) 28.57 38.10 14.29 9.52 4.76 4.76 100

From the above table it shows 28.57% of the respondents like smell, 38.10% of the respondents like quality, 14.29% of the respondents like package, 9.52% of the respondents like advertisement, 4.76% of the respondents like price, and 4.76% of the respondents like availability. Majority (38.10%) of the respondents like quality if the garnier shampoo.

CHART 7 FACTORS INFLUENCING GARNIER SHAMPOO

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TABLE 8 SATISFACTION LEVEL OF SMELL IN GARNIER SHAMPOO

25

SATISFACTION LEVEL Highly satisfied Satisfied Dissatisfied Highly Dissatisfied Total INTERPRETATION:

NO OF RESPONDENTS 11 15 9 7 42

PERCENTAGE (%) 26.19 35.71 21.43 16.67 100

From the above table it shows 26.19% of the respondents are highly satisfied, 35.71% of the respondents are satisfied, 21.43% of the respondents are dissatisfied, 16.67% of the respondents are highly dissatisfied. Majority (35.71%) of the respondents are satisfied smell in garnier shampoo.

CHART 8 SATISFACTION LEVEL OF SMELL IN GARNIER SHAMPOO

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TABLE 9 SATISFACTION LEVEL OF QUALITY IN GARNIER SHAMPOO

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SATISFACTION LEVEL QUALITY Highly satisfied Satisfied Dissatisfied Highly Dissatisfied Total INTERPRETATION:

NO OF RESPONDENTS 14 18 6 4 42

PERCENTAGE (%) 33.33 42.86 14.29 9.52 100

From the above table it shows 33.33% of the respondents are highly satisfied, 42.86% of the respondents are satisfied, 14.29% of the respondents are dissatisfied, 9.52% of the respondents are highly dissatisfied. Majority (42.86%) of the respondents are satisfied quality in garnier shampoo.

CHART 9 SATISFACTION LEVEL OF QUALITY IN GARNIER SHAMPOO

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TABLE 10 SATISFACTION LEVEL OF PRICE IN GARNIER SHAMPOO

RANK THE

NO OF RESPONDENTS
29

PERCENTAGE (%)

LEVEL OF PRICE Highly satisfied Satisfied Dissatisfied Highly Dissatisfied Total INTERPRETATION:

4 24 12 2 42

9.52 57.14 28.57 4.76 100

From the above table it shows 9.52% of the respondents are highly satisfied, 57.14% of the respondents are satisfied, 28.57% of the respondents are dissatisfied, 4.76% of the respondents are highly dissatisfied. Majority (57.14%) of the respondents are satisfied price in garnier shampoo.

CHART 10 SATISFACTION LEVEL OF PRICE IN GARNIER SHAMPOO

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TABLE 11 REASON FOR USING GARNIER SHAMPOO

31

PREFERENCE YOU USING Doctors advice Friends Relatives Others Total INTERPRETATION:

NO OF RESPONDENTS 8 12 18 4 42

PERCENTAGE (%) 19.05 28.57 42.86 9.52 100

From the above table it shows 16% of the respondents preference is doctors advice, 25% of the respondents preference is friends, 43% of the respondents preference is relatives and 16% of the respondents preference from others. Majority (43%) of the respondents prefer from relatives.

CHART 11 REASON FOR USING GARNIER SHAMPOO

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TABLE 12 VARIETY OF GARNIER SHAMPOO

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VARIETY OF GARNIER SHAMPOO Anti-dandruff Oil control Dry hair Damaged hair Total INTERPRETATION:

NO OF RESPONDENTS 14 8 9 11 42

PERCENTAGE (%) 33.33 19.05 21.43 26.19 100

From the above table 37% of the respondents using anti-dandruff, 33% of the respondents using oil control, 20% of the respondents are using for dry hair, 10% of the respondents are using for damaged hair. Majority (33.33%) of respondents are using for anti-dandruff.

CHART 12 VARIETY OF GARNIER SHAMPOO

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TABLE 13 SATISFACTION LEVEL OF GARNIER SHAMPOO

VARIETY SATISFIED NEUTRAL DISSATISFIED WEIGHTED SATISFACTION

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Antidandruff Oil control Dry hair Damaged hair

9 5 6 7

4 2 3 3

1 1 0 1

AVERAGE 1.35 1.37 1.33 1.36

LEVEL Satisfied Satisfied Satisfied Satisfied

Customers are satisfied with anti-dandruff weighted average 1.35- rank 3 Customers are satisfied with damaged hair weighted averaged 1.37- rank 1 Customers are satisfied with dry hair weighted average 1.33- rank 4 Customers are satisfied with oil control weighted average 1.36- rank 2

INTERPRETATION: From the above table customers are satisfied with Oil control.

CHART 13 SATISFACTION LEVEL OF GARNIER SHAMPOO

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TABLE 14 OVERALL SATISFACTION LEVEL OF GARNIER SHAMPOO

37

OVERALL SATISFIED LEVEL Highly satisfied Satisfied Dissatisfied Highly Dissatisfied Total INTERPRETATION:

NO OF RESPONDENTS 16 19 5 2 42

PERCENTAGE (%) 38.10 45.24 11.90 4.76 100

From the above table 38.10% of respondents are satisfied, 45.24% of respondents are highly satisfied, 11.90% of respondents are dissatisfied and 4.76% respondents are highly dissatisfied.

CHART 14 OVERALL SATISFACTION LEVEL OF GARNIER SHAMPOO

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TABLE 15 IMPROVEMENT EXPECTED BY RESPONDENTS

39

IMPROVE IN GARNIER SHAMPOO Smell Quality Package Advertisement Price Availability Total INTERPRETATION:

NO OF RESPONDENTS 8 9 3 2 8 12 42

PERCENTAGE (%) 19.05 21.14 7.14 4.76 19.05 28.57 100

28.57% respondents expected the availability of shampoo variety should be take care. Smell can be improved. Quality can be improved. Package can be improved. More advertisement can be improved. Better price can be improved.

CHART 15 IMPROVEMENT EXPECTED BY RESPONDENTS

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FINDINGS Majority (80%) of the respondents are Male. Majority (63%) of the respondents are 18 25.
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 Majority (47%) of the respondents are earning monthly income of 30005000. Majority (47%) of the respondents are Under Graduate. Majority (70%) of the respondents are using garnier shampoo. Majority (27.78%) of the respondents prefer head and shoulder. Majority (38.10%) of the respondents like quality of the garnier shampoo. Majority (35.71%) of the respondents are highly satisfied smell in granier shampoo. Majority (42.86%) of the respondents are satisfied quality in granier shampoo. Majority (57.14%) of the respondents are satisfied price in garnier shampoo. Majority (43%) of the respondents prefer from relatives. Majority (33.33%) of the respondents are using for anti-dandruff. Majority (1.37%) of respondents are satisfied with Oil control. Majority (45.24%) of respondents are satisfied with garnier shampoo. Majority (28.57%) of respondents are satisfied with garnier shampoo.

SUGGESTIONS

The package of garnier shampoo has to be improved.

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 The advertisement of garnier shampoo has to be increased. The price of the garnier shampoo has to be reduced. The smell of garnier shampoo has to be improved. The quality of garnier shampoo has to be improved. The availability of the product has to be increased.

CONCLUSION

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It is concluded from the study that the garnier shampoo should improve the advertisement, attractive advertisement give more sales. The company can reduce the price to fulfill the needs to low-income level of people. Add more packages and some more varieties in particular packages. The present study reveals the majority of the respondents preferred garnier shampoo for the quality.

BIBLIOGRAPHY

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C.R.KOTHARI S.A.SHERLAKAR S.P.GUPTA

RESEARCH METHODOLOGY MARKETING MANAGEMENT STATISTICAL METHOD

WEB SITES: www.garniershampoo.com www.google.com www.wikepedia.com

A STUDY ON CUSTOMER SATISFACTION GARNIER SHAMPOO IN COIMBATORE QUESTIONAIRE 1. Name :

45

2. Gender

Male
3. Age

Female
:

Below 18

18-25
:

25-30 Post graduate

:

Above 30 Professional

4. Educational Qualification Under graduate

5. Monthly Income

Below 3000 3000-5000

6. Are you using Garnier Shampoo?

Above 10000

Yes Yes No

No

7. Are you satisfied with price?

8. If No which brand shampoo you prefer?

Head & Shoulder Clinic plus Pantine Other Telvevsion Advertisement Internet
10. Specify the reason for using re products.

Sunsilk Newspaper
Make hair strong & soft

9. How do you came to know about Garnier shampoo products?

Reduce Dandruff Reduce Hair full Affordable price All the above
11. Which did you like in garnier shampoo?

46

 Smell Price

Quality Package Availability

Advertisement

12. Rank your satisfaction level of smell in garner shampoo?

Highly satisfied Satisfied Dissatisfied Highly Dissatisfied

13. Rank your satisfaction level of quality in garnier shampoo?

Highly satisfied Satisfied Dissatisfied Highly Dissatisfied

14. Rank the satisfaction level of price in garnier shampoo?

Highly satisfied Satisfied Dissatisfied Highly Dissatisfied

15. With whose preference you using in garnier shampoo?

Doctrines Advice Relatives Friends Others

16. In garnier shampoo which variety your using?

Anti-Dandruff Oil Control Damage Hair Dry Hair

17. Rank your satisfaction level of garnier shampoo. Variety Anti-dandruff Satisfied Neutral Dissatisfied

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Oil control Dry hair Damaged hair

18. Rank the overall satisfaction level of garnier shampoo.

Highly satisfied Satisfied Dissatisfied Highly Dissatisfied

19. Which should be wanted to improve in garnier shampoo?

Smell Price

Quality Availability

Package Advertisement

20. Give your suggestion about garnier shampoo

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