garnier shampoo.doc

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. Garnier

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

ingredients. The L’Oreal Group has owned Garnier since 1965.

Garnier is a worldwide company affiliated with 29 other brands owned by

L’Oreal. 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 shampoo may contain a high

detergent concentration while expensive shampoos may contain very little of a

cheap detergent. 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

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conditioning agent in the shampoo for oily hair, or the difference may even just

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

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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 doesn’t 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

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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

powdered substance and a mile alkali. They usually come packaged as a

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. So here are a few

comments on pH and shampoos.

First just to review what pH means. Water molecules (H2O) occasionally

break apart into H+ and OH- (and H+ and OH- will join back together to form

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H2O). Things dissolved in water can release to take up either H+ or OH-, thus

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.

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CHAPTER – II

GARNIER SHAMPOO

Garnier is mass market brand of L’Oreal 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.

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Sleek and Shine leave-in conditioning cream.

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

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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

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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

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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 NO OF RESPONDENTS PERCENTAGE (%)

Male 48 80

Female 12 20

Total 60 100

INTERPRETATION:

From the above table it shows 80% of respondents are male and 20% of

respondents are female.

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CHART 1

GENDER OF THE RESPONDENTS

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TABLE 2

AGE OF THE RESPONDENTS

AGE NO OF RESPONDENTS PERCENTAGE (%)

Below 18 10 17

18-25 38 63

25-30 8 13

Above 30 4 7

Total 60 100

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.

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CHART 2

AGE OF THE RESPONDENTS

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TABLE 3

MONTHLY INCOME OF THE RESPONDENTS

MONTHLY INCOME NO OF RESPONDENTS PERCENTAGE (%)

Below 3000 18 30

3000-5000 28 47

Above 10000 14 23

Total 60 100

INTERPRETATION:

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 3000-

5000.

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CHART 3

MONTHLY INCOME OF THE RESPONDENTS

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TABLE 4

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

EDUCATIONAL QUALIFICATION

NO OF RESPONDENTS PERCENTAGE (%)

Under graduate 28 47

Post graduate 20 33

Professional 12 20

Total 60 100

INTERPRETATION:

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.

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CHART 4

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

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TABLE 5

RESPONDENTS USING GARNIER SHAMPOO

USING GARNIER SHAMPOO


Yes 42 70

No 18 30

Total 60 100

INTERPRETATION:

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.

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CHART 5

RESPONDENTS USING GARNIER SHAMPOO

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TABLE 6

BRAND PREFERENCE OF THE RESPONDENTS

WHICH BRAND NO OF RESPONDENTS PERCENTAGE (%)

Head & shoulder 5 27.78

Clinic plus 4 22.22

Sun silk 3 16.67

Pantene 4 22.22

Others 2 11.11

Total 18 100

INTERPRETATION:

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.

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CHART 6

BRAND PREFERENCE OF THE RESPONDENTS

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TABLE 7

FACTORS INFLUENCING GARNIER SHAMPOO

DID YOU LIKE GARNIER SHAMPOO


Smell 12 28.57

Quality 16 38.10

Package 6 14.29

Advertisement 4 9.52

Price 2 4.76

Availability 2 4.76

Total 42 100

INTERPRETATION:

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.

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CHART 7

FACTORS INFLUENCING GARNIER SHAMPOO

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TABLE 8

SATISFACTION LEVEL OF SMELL IN GARNIER SHAMPOO

SATISFACTION LEVEL


Highly satisfied 11 26.19

Satisfied 15 35.71

Dissatisfied 9 21.43

Highly Dissatisfied 7 16.67

Total 42 100

INTERPRETATION:

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.

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CHART 8

SATISFACTION LEVEL OF SMELL IN GARNIER SHAMPOO

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TABLE 9

SATISFACTION LEVEL OF QUALITY IN GARNIER SHAMPOO

SATISFACTION LEVEL

QUALITY



Satisfied 18 42.86



Total 42 100

INTERPRETATION:




Majority (42.86%) of the respondents are satisfied quality in garnier

shampoo.

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CHART 9

SATISFACTION LEVEL OF QUALITY IN GARNIER SHAMPOO

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TABLE 10

SATISFACTION LEVEL OF PRICE IN GARNIER SHAMPOO

RANK THE LEVEL OF

PRICE



Satisfied 24 57.14



Total 42 100

INTERPRETATION:




Majority (57.14%) of the respondents are satisfied price in garnier

shampoo.

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CHART 10

SATISFACTION LEVEL OF PRICE IN GARNIER SHAMPOO

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TABLE 11

REASON FOR USING GARNIER SHAMPOO

PREFERENCE YOU USING


Doctors advice 8 19.05

Friends 12 28.57

Relatives 18 42.86

Others 4 9.52

Total 42 100

INTERPRETATION:

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.

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CHART 11

REASON FOR USING GARNIER SHAMPOO

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TABLE 12

VARIETY OF GARNIER SHAMPOO



Anti-dandruff 14 33.33

Oil control 8 19.05

Dry hair 9 21.43

Damaged hair 11 26.19

Total 42 100

INTERPRETATION:

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.

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CHART 12


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TABLE 13

SATISFACTION LEVEL OF GARNIER SHAMPOO

VARIETY SATISFIED NEUTRAL DISSATISFIED WEIGHTED AVERAGE

SATISFACTION LEVEL

Anti-dandruff

9 4 1 1.35 Satisfied

Oil control 5 2 1 1.37 Satisfied

Dry hair 6 3 0 1.33 Satisfied

Damaged hair

7 3 1 1.36 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.

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CHART 13

SATISFACTION LEVEL OF GARNIER SHAMPOO

37

TABLE 14

OVERALL SATISFACTION LEVEL OF GARNIER SHAMPOO

OVERALL SATISFIED

LEVEL



Satisfied 19 45.24



Total 42 100

INTERPRETATION:

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.

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CHART 14

OVERALL SATISFACTION LEVEL OF GARNIER SHAMPOO

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TABLE 15

IMPROVEMENT EXPECTED BY RESPONDENTS

IMPROVE IN GARNIER SHAMPOO


Smell 8 19.05

Quality 9 21.14

Package 3 7.14

Advertisement 2 4.76

Price 8 19.05

Availability 12 28.57

Total 42 100

INTERPRETATION:

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.

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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.

Majority (47%) of the respondents are earning monthly income of 3000-

5000.

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.

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SUGGESTIONS

The package of garnier shampoo has to be improved.

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.

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CONCLUSION

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.

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BIBLIOGRAPHY

C.R.KOTHARI - RESEARCH METHODOLOGY

S.A.SHERLAKAR - MARKETING MANAGEMENT

S.P.GUPTA - STATISTICAL METHOD

WEB SITES:

www.garniershampoo.com

www.google.com

www.wikepedia.com

A STUDY ON CUSTOMER SATISFACTION GARNIER SHAMPOO IN COIMBATORE

45

http://www.wikepedia.com/

http://www.google.com/

http://www.garniershampoo.com/

QUESTIONAIRE

1. Name :

2. Gender :

□ Male □ Female

3. Age :

□ Below 18 □ 18-25 □ 25-30 □ Above 30

4. Educational Qualification :

□ Under graduate □ Post graduate □ Professional

5. Monthly Income :

□ Below 3000 □ 3000-5000 □ Above 10000

6. Are you using Garnier Shampoo?

□ Yes □ No

7. Are you satisfied with price?

□ Yes □ No

8. If ‘No’ which brand shampoo you prefer?

□ Head & Shoulder □ Clinic plus □ Sunsilk

□ Pantine □ Other

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

□ Telvevsion □ Advertisement □ Internet □ Newspaper10. Specify the reason for using re products.

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□ Reduce Dandruff □ Reduce Hair full □ Make hair strong & soft

□ Affordable price □ All the above

11. Which did you like in garnier shampoo?

□ Smell □ Quality □ Package □Advertisement

□Price □ Availability

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?


15. With whose preference you using in garnier shampoo?

□ Doctrine’s Advice □ Relatives □ Friends □ Others

16. In garnier shampoo which variety your using?

□ Anti-Dandruff □ Oil Control □ Damage Hair □ Dry Hair

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17. Rank your satisfaction level of garnier shampoo.

Variety Satisfied Neutral Dissatisfied

Anti-dandruff

Oil control

Dry hair

Damaged hair

18. Rank the overall satisfaction level of garnier shampoo.


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

□ Smell □ Quality □Package □ Advertisement

□ Price □Availability

20. Give your suggestion about garnier shampoo ………………………

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