PROJECT REPORT

“CUST0MER SATISFACTION TOWARDS

HALDIRAM’PRODUCTS”

Submitted to
COMMERCE DEPT. RSS (PG) COLLEGE

PILUKHUWA, HAPUR

In partial fulfillment for the award of the degree of

Bachelor of Commerce

Submitted by
UPASNA
B.COM VI SEM
ROLL. NO. R2100303030110

Under the Guidance of

DR. ANJU RANI (HOD)

COMMERCE DEPT. RSS (PG) COLLEGE
PILUCKHUWA HAPUR
Academic Year 2023 - 2024
 CERTIFICATE

This is to certify that “UPASNA ” has submitted the project report titled “CUST0MER
SATISFACTION TOWARDS HALDIRAM’PRODUCTS” towards partial fulfillment of
B.COM degree examination. This has not been submitted for any other examination and does
not form part of any other course undergone by the candidate.

It is further certified that he has ingeniously completed his project as prescribed

by RSS (PG) COLLEGE PILUKHUWA, HAPUR .

MR. ANIL KUMAR Dr. ANJU RANI

(Project Guide) (Co-ordinator)

Place:
PILUKHUW A
Date:
 DECLARATION

I here-by declare that the project with “CUST0MER SATISFACTION

TOWARDS HALDIRAM’PRODUCTS ”has been completed by me in partial

fulfillment of BACHELOR OF COMMERCE degree examination as

prescribed by RSS (PG) COLLEGE PILUKHUWA HAPUR and this
has not been submitted for any other examination and does not
form the part of any other course undertaken by me.

UPASNA

Place:
Date:
 ACKNOWLEDGEMENT

With immense pride and sense of gratitude, I take this golden opportunity to
express my sincere regards to DR. PREMLATA, PRINCIPLE RSS (PG)
COLLEGE PILUKHUWA HAPUR

I am extremely thankful to my Project Guide Mr. Anil kumar for his guideline
throughout the project. I tender my sincere regards to Co-ordinator, Dr. Anju
Rani for giving me outstanding guidance, enthusiastic suggestions and
invaluable encouragement which helped me in the completion of the project.

I will fail in my duty if I do not thank the Non-Teaching Staff of the college for
their corporation.

I would like to thank all those who helped me in making this project complete
and successful.

UPASNA
Place:
PILUKHUWA

Date:
 CONTENT

Chapter I
1. Introduction 06
2. Company’s Profile 18
3. Need of the study 23
4. Scope of study 24
5. Objective of study 25
Chapter II
1. Research Methodology 26
2. Limitation 29
Chapter III
1. Descriptive work on sub topic of study 30
Chapter IV
1. Data Analysis & Interpretation 69
Chapter V
1. Conclusion & Suggestion 78
Chapter VI
1. Bibliography 80
Chapter VII
1. Appendices 82

5
 INTRODUCTION

This project is done through EDS and under the title “STUDY OF CUSTOMER

SATISFACTION TOWARDS HALDIRAM PRODUCTS”

Haldiram has been rightly termed as Taste of Tradition. Known for its unbeatable taste in

Mithais and Namkeen segment, Haldiram is an household name now. It was in year 1937 in

Bikaner, when Ganga Bishen started selling Bhujia sev in Bikaner and it became so popular

within city that even tourist coming to the city prefer to buy it. Then in 1941, the name

'Haldiram's Bhujiawala' was used for the first time. Then after they expanded business in Kolkata

followed by another unit in Nagpur, and in 1983 first retail outlet was opened in Delhi.

Haldiram has grown both in domestic and international market. Today Haldiram is known for

matchless quality, packaging, efficient supply chain management, distribution network and zero

impurity. Company uses best technology for its all manufacturing units and special attention is

given to packaging due to which shelf life of namkeen has been increased to six months. The

Aggarwals family that owned Haldiram group always paid attention to need of customers in

order to expand. For this the company offers wide range of variety catering to needs of different

age group.

In early nineties, there was conflict within the group and they had to split. Prabhu Shankar who

was handling Kolkata unit filed complaint against Delhi and Nagpur units, alleging breach of

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contract when sweet shop was opened in Delhi in 1991. Final judgment came from court in 1999

leading to formal split into group leading to three different companies with specific

territories. However, boundaries remains on paper, each company tries to penetrate into others

region and competitors take advantage of the same.

In the early 1990s, because of the conflict within the Aggarwals family, Haldiram's witnessed an

informal split between its three units as they started operating separately offering similar

products and sharing the same brand name. In 1999, after a court verdict these units started

operating as three different companies with clearly defined territories. This split had resulted in

aggressive competition among themselves for a higher share of domestic and international

markets.Haldiram product range from namekeen, sweets, sharbat, dairy product, ice cream,

snacks, dairy and bakery products, from this highest contribution comes from namkeen.

Company’s Nagpur unit alone manufactures 51 varieties of namkeen, Delhi 25 and Kolkata 37.

Company varied product tastes according to preference of customers residing in different parts of

the country.

7
Company Profile

Sweet and Salt are as diametrically opposite to each other as North pole and South Pole but they

perform wonders when used on the taste buds, this delicate use of both the tastes in Mithais

(Sweet Meat) and Namkeens (Salty Snacks) has made Haldiram’s undisputed leader of the sweet

industry. Haldiram’s synonymous with sweet meat as Cadbury is to Chocolates. By default

Haldiram’s can be termed as “Taste of Tradition”.

From a humble beginning in Bikaner in 1937 Haldiram;s have grown phenomenally and are

today an internationally renowned sweet me at manufacturer with chain of restaurants and is also

on the verge of starting amusement parks. It is the flag bearer of the traditional Indian sweet,

Haldiram’s was started by Shri Gangabisanji Agrawal alias Haldiram Agrawal, who is the

grandfather of Shri Shivkisan Agrawal, the man responsible for the successes and fame of

Haldiram’s he has made the brand a household name in India. Haldiram’s products inherits the

Matchless quality, Zero impurity and world class packaging, efficient distribution network are

the hallmark of each and every Haldiram’s Product and to top it up the trump card of reasonable

prices and efficient marketing strategy and the key to success. Headquartered at Nagpur (M.S.)

India.

The management at Haldiram's is quality conscious no doubt Shri Shivkisan Agrawal always

believes in superior input superior output. It has regional offices at Mumbai. Bangalore and

Chennai. It is a member of the SFA (Snacks Food Associations of America) & ESA (European

Snacks Food Association).

8
The company has won prestigious International Food award from TROFEO International

Alimentocian of Barcelona Spain in 1999. The company has ISO: 9001-2000 certification and

HACCP certification by Det Norske Veritas of Netherlands.

Products / Services:

Manufacturer & Exporter of Syrup-Thus Syrup, Rose, Thandai, Badam, Pinapple, orange

Namkeens- Shahi Mixture Khatta Meetha

Panchrattan, Moong Dal, Nut cracker Kashmiri Mixture, Cornflakes Mixture, Aloo Bhujia

Kaju Mixture, Dal Biji, Bhujia Navrattan

Chana Jor Garam, Bombay Chana, Hara Chiwda, All in OneChilli Chatak Lachha Mint Lachha,

Bhelpuri Plain Bhujia, Long Sev Kranchy Mixture, Methi Sev

Sweets:Atta Ladu, Besan Ladu, Kaju Burfi, Kaju Roll, Kaju Ladu, Pinni, Pista Burfee, Plain

Burfee

Other Sweets

Sona Papdi, Jamphal, Dry Petha, SohanHalwa, Rasgulla, Kalam Petha, Karachi Halwa, Keshar

Rashbhari, Keshar Gandheri, Raj BhogChips-Taka tak, Funcheese, Paprika chips, Pudina treat,

Classic salted.HALDIRAM" âs“ a name associated with discerning consumers for sweets and

namkeens for the past six decades in India and abroad. It made its modest start in the beginning

of way back in 1941 in Bikaner in the State of Rajasthan. The brand name "HALDIRAM

BHUJIAWALA" was introduced during pre-partition era-1941 and never looked back and

ventured first major step in this direction by opening up a shop in 1983 in Chandni Chowk, the

main hub of commercial centre in Delhi.

9
The prime focus was to serve sweets and namkeens amongst direct consumers and the trade.

Encouraged by the tremendous response of Consumers, "HALDIRAM" decided to go in for up-

gradation in technology, packing, production etc. With the installation of plant and machinery of

the order of best available state-of-the-art technology and sophistication. Through dint of hard

work, complete dedication, uncompromising quality, - "HALDIRAM" became a part of each

family and no house left without having product of "HALDIRAM"

Our perpetual consistent quality, best packing strategy, vast market coverage and the number of

years of experience have given us a cutting edge vis-Ã -vis our competitors. Our natural ilk to

improve our performance and quality with each passing year has taken us way ahead of our

nearest competitor.

The people at Haldiram€™s are very sensitive and customer friendly about the complaints,

which infect is a rare occurrence from the customers and dealers.

MOTTO: “Superior Input Superior Output’’

HALDIRAM MANUFACTURING CO. LTD

10
EXPORTER OF INDIAN SNACKS & SWEETS

The Haldiram story began over fifty years ago in Bikaner, a town in Rajasthan. It was a small

business run by a family who sold namkeens and sweets out of a nondescript shop.

Haldiram was just one of the many small entrepreneurs in the business of making namkeens &

sweets till MANOHAR LAL AGARWAL set up Hadrian’s Sweets in Delhi in the year

1982.And instant acceptance was what he received. Haldiram soon became one of India's largest

brands of namkeens and sweets growing five folds in the last ten years. The next step was to

upgrade its technology in packaging and production. Today it enjoys a huge market share and

has over 25 different verities of packaged namkeens in its stable, not to forget its sweets, juices,

sharbats and restaurants.

And it's not only in India that Haldiram has made its mark. The USA, EUROPE, CANADA,

MIDDLE EAST, AUSTRALIA & NEW ZEALAND too have sampled Hadrian’s authentic India

11
Flavors. So much so, that Haldiram also went on to win the prestigious award for Food &

Beverages awarded by Trade Leaders club in Barcelona, Spain. When Haldiram began it made

its business to give people things that taste good. And in the process, has tasted success itself.

Mission of the Company

Combination of consistent quality, best packaging strategy, huge market coverage and autumns of

experience has given the company a cutting edge vis-a-vis other competitors. Hadrian’s started in

Bikaner, India is one of India's largest sweets and snacks manufacturers. Haldiram has its establishment

in many parts of India Vis Delhi, Gurgaon, and Nagpur etc.Our perpetual consistent quality, best

packing strategy, vast market coverage and the number of years of experience have given us a cutting

edge vis-à-vis our competitors. Our natural ilk to improve our performance and quality with each

passing year has taken us way ahead of our nearest competitors. The people at HALDIRAM’s are very

sensitive and our customer friendly about the complaints, which infect is a rare occurrence from

the customers and dealers.

12
 NEED OF THE STUDY

Conceptually, the need of research is to discover the answers for the questions through

application of scientific procedures. The main aim of the research is to find out the truth which is

hidden and which has not been discovered yet.

Through each research study has its own specific purpose, but generally researchers are done:

 To gain familiarities with a phenomenon or to achieve new insights into it.

 To determine the frequency with which something occurs or with which associated with

something else.

 To test the hypothesis of casual relationship between variables.

 To take appropriate decisions.

 Research is a careful and systematic effort of gaining new knowledge. Research is an original

contribute on to the existing stock of knowledge making for its advancement; it is pursuit of

true with the help of study, observation, comparison and experiment.

 In short the search of knowledge through objectives and systematic method of finding

solution to problem is research.

SCOPE OF THE STUDY

13
The scope of the study entitled "Competitive analysis of Haldiram with other leading brand in

market” is to understand what the consumer want, how they make the various choice decision or

what are their sources of information and influence process etc.

 To develop public relations in Market.

 To got a perfect knowledge about the strategies for holding potential customers.

 To getting information about various managerial levels and their functions.

 How market can affect Haldiram’s Products.

 The measures to create more awareness amongst retailers for Haldiram’s products.

14
 OBJECTIVES OF THE STUDY

 To find out the customer satisfaction level towards the Haldiram.

 This survey was based on, present & potential various market of Haldiram.

 It has been based on a survey over the market and other behavior aspect.

 The survey is also aimed at reviewing the competitiveness of various services by Haldiram.

 To study the problems faced by the customer of “HALDIRAM.”

 To rate the satisfaction level with the overall performance of company in that particular area.

 To know the future plans of the customer to buy the products

 To find out the level of satisfaction regarding the services provided by Haldiram.

 To find out the supply chain management of Haldiram.

15
 RESEARCH AND METHODOLOGY

Problem Identification:-

The project does find out the market share of Haldiram’s namkeen in Delhi and suggestion how

to improve.

Collection Method of Date:-

The source of data collection was primary data and secondary data which was collected by

personal interview, aided by structured disguised questionnaire, websites, journal, magazines,

newspaper.

Area:-

Field work was carried out for the Haldiram Marketing Pvt. Ltd., in Delhi for the customer

satisfaction towards their products.

Sample Size:-

The study covers the sample size of 100 people and uses the simple random method

Almost all the respondents were very helpful and forthcoming with the information.

WHY RESEARCH IS REQUIRED

Conceptually, the purpose of research is to discover the answers for the questions through

application of scientific procedures. The main aim of the research is to find out the truth which is

hidden and which has not been discovered yet.

Through each research study has its own specific purpose, but generally researchers are done:

 To gain familiarities with a phenomenon or to achieve new insights into it.

16
  To determine the frequency with which something occurs or with which associated with

something else.

 To test the hypothesis of casual relationship between variables.

 To take appropriate decisions.

Research is a careful and systematic effort of gaining new knowledge. Research is an original

contribute on to the existing stock of knowledge making for its advancement; it is pursuit of true

with the help of study, observation, comparison and experiment.

In short the search of knowledge through objectives and systematic method of finding solution to

problem is research.

POPULATION

 In statistical usage the terms population is applied to any finite collection of individuals.

It has displaced the orders terms universe. It is aggregate of all elements possessing certain

specified characteristics which need to studied and defined prior to sample. Population can be

finite if units can be counted or infinite. Since the present study is done in Delhi, The population

is finite. Population can be defined in terms of elements, sampling units, extent and time.

 In this study, the specifications will be as follows:

1. Element : People

2. Sampling Units : Consumers

3. Extent : Delhi

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SUMMARY OF RESEARCH DESIGN

Data source: Primary and secondary

Research approach: Survey method

Research instrument: Questionnaire

Sampling plan: Sample unit (consumers)

Sample size: 100 Respondents

Sample area: Delhi city and near area

Contact method: Personal contact

DATA SOURCES

Primary as well as secondary data sources are used to make project efficient and fruitful

Primary sources of data

a) Observations

b) Questionnaire

Secondary sources of data

a) Company’s route card

b) Company’s website

c) Business magazines and newspapers

Research instrument

Questionnaire

Structure non disguised questionnaire and structured disguised questionnaire has been used

to collect the information about the outlets, annual sale , stock availability, stock level

etc.

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LIMITATIONS OF THE STUDY

Every project has its limitation and it is wise to point them out instead of glossing over them.

This project was having some limitation, which is written below, and the aim presentation is to

increase confidence in the present result.

Limitation of survey

 The universe study is west Delhi. The result of this study shouldn’t be generalized with

any other part of Delhi or of the country or whole Indian at large.

 Though almost all the places the number of c/b are counted but in few large retail stores

like Big Bazaar, conventions, the information was noted down as given by retailers.

 Study was limited to institutional outlets stocking in west Delhi.

 Information collection took months.

 The amounts of sales or sales volume may different in different months .

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DESCRIPTIVE WORK

Customer satisfaction, a term frequently used in marketing, is a measure of how products and

services supplied by a company meet or surpass customer expectation. Customer satisfaction is

defined as "the number of customers, or percentage of total customers, whose reported

experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.

In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a

customer satisfaction metric very useful in managing and monitoring their businesses.

It is seen as a key performance indicator within business and is often part of a Balanced

Scorecard. In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of business

strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They focus

employees on the importance of fulfilling customers’ expectations. Furthermore, when these

ratings dip, they warn of problems that can affect sales and profitability. . . . These metrics

quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-

mouth marketing, which is both free and highly effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able

do this, firms need reliable and representative measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their product or service has

met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When

20
customers have high expectations and the reality falls short, they will be disappointed and will

likely rate their experience as less than satisfying.

For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a

budget motel—even though its facilities and service would be deemed superior in 'absolute'

terms.

The importance of customer satisfaction diminishes when a firm has increased bargaining power.

For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry

that is an oligopoly, where only a few suppliers of a certain product or service exist. As such,

many cell phone plan contracts have a lot of fine print with provisions that they would never get

away if there were, say, a hundred cell phone plan providers, because customer satisfaction

would be way too low, and customers would easily have the option of leaving for a better

contract offer.

There is a substantial body of empirical literature that establishes the benefits of customer

satisfaction for firms.

Purpose

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A business ideally is continually seeking feedback to improve customer satisfaction.

"Customer satisfaction provides a leading indicator of consumer purchase intentions and

loyalty.Customer satisfaction data are among the most frequently collected indicators of market

perceptions. Their principal use is twofold:

1. "Within organizations, the collection, analysis and dissemination of these data send a

message about the importance of tending to customers and ensuring that they have a

positive experience with the company’s goods and services.”

2. "Although sales or market share can indicate how well a firm is performing currently,

satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will

make further purchases in the future. Much research has focused on the relationship

between customer satisfaction and retention. Studies indicate that the ramifications of

satisfaction are most strongly realized at the extremes." On a five-point scale,

"individuals who rate their satisfaction level as '5' are likely to become return customers

and might even evangelize for the firm. (A second important metric related to satisfaction

is willingness to recommend. This metric is defined as "The percentage of surveyed

customers who indicate that they would recommend a brand to friends." When a

customer is satisfied with a product, he or she might recommend it to friends, relatives

and colleagues. This can be a powerful marketing advantage.) "Individuals who rate their

satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm

by making negative comments about it to prospective customers. Willingness to

recommend is a key metric relating to customer satisfaction.

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Need Of Internal Customer Satisfaction Survey Arises Due Ti Following

Reason

 Rapidly growing organization.

 High or growing turnover rate.

 Excessive rumor's

 Highly competitive industry.

 Planned and recent organizational changes

Benefits Of A Internal Customer Satisfaction Survey

 It creates better teamwork and much improved work process.

 It leads to higher output and superior quality product.

 It decreases the turnover.

 Reduced overheads, and increase customer satisfaction level's inter departmental.

 It enhance communication and hence helped in team building, hence there is less wasted

effort caused by lack of common purpose and poor communication.

 A good employee feedback survey improves employee attitude and boosts morals.

INTERNAL CUSTOMER-SUPPLIER RELATIONSHIP

In an organization, from procuring an order to delivering the final product, a series of activities

takes place. There are different deptts. To which these activities are assigned eg. Raw material

for production is purchased by one deptt. And supplied to other deptt. Where the production

initiates. Thus every deptt. play an important role of a customer and supplier as well.

23
The importance of a customer is well known from the maxim, “ Customer is the king”. Earlier,

organizational administrators concentrated only on the satisfaction of external customers i.e. the

target market. But now it is being realized that if the internal customer is satisfied the quality as

well as the quantity is also appreciable. Higher the customer satisfaction index, higher will be the

quality of the production. This results in the satisfaction of external customers and ultimately

brings profits & prosperity to the organization. It can benefit the organization in following

ways:-

1) There will be less employee turnover.

2) Optimum utilization of available resources will take place.

3) High job satisfaction and feeling of belongingness in employees.

4) Qualitative product.

5) Least conflicts in the departments.

6) Good reputation in the market and many more benefits can be accrued.

Thus, every deptt. should ensure that the customer deptt. is satisfied with the product and

services provided by it as it will result into an overall improvement of the organization.

24
To serve a final customer first of all a company has to satisfy his employees. If employees are

satisfied then they will ultimately satisfy the final customer. Three types of marketing arises.

These are a follows:-

1) Internal marketing:

It is defined as when company communicates its policies to the employees. In this understands

their employees & provides good working condition, compensation and incentives so as to

satisfy their employees. Company satisfy their employees because they are the person in touch

with the final users.

2) External marketing:

When company communicates with its final end user regarding the product complaints &

suggestions so as to satisfy them.

3) Interactive marketing:

In this employees communicate company product to its final end users.

25
 Products

Indian Sweets, Namkeens (Savories), Salted Snacks, papad, 3-D Snacks, 3-D Pellets, Vermicelli,

Pasta & other ready to eat snacks, which are sold under the brandnames Hadrian’s. Ranked on

98th in overall ranking in the "India' Most Trusted Brands 2003" Survey done by A.C. Nielsen

ORG MARG commissioned by " The Economics Times".

Its products are exported to several countries worldwide including Pakistan, Canada, Australia,

Silence, Singapore, Malaysia, South Africa, Indonesia, Qatar, Hong Kong, Japan, Kenya, Libya,

South Korea, Nigeria, Mauritius, United Kingdom, Zambia and Bahrain. Their products are

frequently sold in U.S. supermarkets in the foreign foods/import section.

In additional to these packaged products, Haldiram has its own outlets where it sells sweets and

eatables. It also has a range of restaurants in and around Nagpur.

Raj Kachori is one of the most popular snacks sold by Hadrian’s, often eaten mixed with

different kinds of sweet and sours chutneys.

Under dry snacks, Haldiram Bhujia has an unprecedented presence; with its strong spicy

flavour.It may be one of the starting products for the company. Other products also include Dal

mixtures, plain mixtures, available in all salty, sweet and spicy and other flavors.

The Hadrian’s "Rosogulla" is particularly a nice product, with great taste, most particularly with

north Indian market. Haldiram products are manufactured at Jodhpur and not from Bikaner.

Pravin Shardul established it in 1989.s

PRODUCTS-

 BHUJIA  AGRA SHEV

26
 LOUNG SEV  LAHSUN SEV

 ALU BHUJIA  MASALA SEV

 NIMBU MASALA  CHANA CHOOR

 MIXTURE  PANCHARATAN MIXTURE

 KHATTA MITHA  AGRATAJ DALMOTE

 GOLDEN MIXTURE  BHEL MUDI

 MADRASI MIX  BHEL PURI

 MILAN MIX  KASHMIRI DALMOTE

 SP. PALAK NAVRATAN  SP. CORNFLAKES

 ALL IN ONE  DRYFRUIT MIX

 FALAHARI CHIWDA  MASALA CHIPS

 WAERS  ALU LACHHA

 POTATO STICK
 MINT MASALA WAFERS

 HALKE FHULKE (Plain)

 MASALA WAFERS

 HALKE FHULKE (Chilli)  HALKE FHULKE (Magic Mint)

 HALKE FHULKE (Mast Magic)  CHATPATA PAPAD

 TASTY  MUNG DALL

 CHANA NUT  MASALA CHANA DAL

 KAJU NAMKEEN  KAJU MASALA

27
 MASALA MUNG DAL  MURUKKU

 CHAT PAPDI  DISCO SAMOSA

 MATHRI  KHARI BOONDI

 MASALA PUNJABI BUNDI  NAMKEEN PEANUT

 MASALA PEANUT  CHATPATA DAL

 Cheesy Bites  LOVE BITES

 FUN BITES  YUMMY BITES

 TAKA TAK  RAW 3-D HEART

28
PRODUCT LINE OF HALDIRAM PRODUCTS

29
 A WELL SETTLED HALDIRAM’S STORE

Haldiram at your door in USA - Gift or for your taste buds. Our items come specially packed

from the Original Hadrian’s of Delhi - superior taste and superior quality, the only Haldiram

approved by the US FDA (Food and Drug Administration).

Indian Mithai and spicy snacks (mild and hot) have been served to thousands from this site. You

can use the snacks in creative ways with toast and butter or mix in your rice and/or noodle dish

to create innovative new dishes.

Delhi Haldiram meets international standards of hygiene and freshness. Our product ranges from

Tasty and Nutritious Namkeens, Delicious Sweets, Refreshing Syrups to Crunchy and crispy

Papad.

More about Indian Sweets and Snacks:

India, more than in any other country in the world, has a colorful and diverse range of food and

tastes to offer. For centuries, Indian food and spices have been known far and wide for their

authentic taste and rich quality. India has a variety of dishes, be it North Indian food or South

Indian food, that use spices and herbs such as coriander, ginger, garlic, cinnamon, cardamoms,

30
cloves, aniseed and asafetida - that are used in different combinations and flavors to enhance the

pleasure of a meal. Click here to read more on history of India food

Traditional Indian Sweets

While Indians are great lovers of food, their second love without a doubt, is the love for

Untraditional Indian sweets’ and Indian beverages. India is a country of sweets, and Indians, if

they can afford, would like to have sweets with almost every meal. Each region has its own

specialties. Basically, various regional recipes are only different forms of rice puddings, milk

puddings, vegetables & fruits dipped in sweet syrup.

Besides, there are a variety of milk-based Barfis and pastries. These are decorated with raisins,

almonds, pistachio and the like. Various combinations of all the above delicacies offer hundreds

of varieties of Indian traditional sweets to choose from. Most Indian sweets are made by boiling

down milk to remove the moisture. It is called khoa. Adding butter, sugar and many other

flavours, these are turned into Barfis, malai, kheer, rasgulla and sandesh. In North India, lassi is

the most popular drink may it be sweet or salty, made from yoghurt. The south and the west offer

fresh coconut. Special and typical sweets that come from Bengal are Sandesh and Rasgullas,

made in different ways from cottage Cheese. One notable exception of Bengali sweets is misti

doi (sweetened yogurt), in terms of the fact that Bengali cuisine is the only Indian cuisine where

plain yogurt is missing. Some very popular .

Indian sweets are: - Kheer, Halwa (pudding), Rasgulla (spongy cheese balls, dipped in sugar

syrup), Gulabjamun, Ramallah, Sandesh and many more. 'Kofi', a creamy preparation of frozen

milk and sugar, is the Indian version of ice-cream and is extremely popular with the old as well

as the new generation.

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Indian Refreshments and Snacks:

The variety of refreshments available in India is as diverse as the country itself. Each region has

its typical and local specialty but some common features are that they are usually spicy, easily

available, and inexpensive!! The most popular and commonly known is 'chat' - a spicy mix of

different ingredients, topped with tangy chutneys (sauce). Indians are very fond of chat and it is

available across the country in one form or other. 'Bhel puri' is type of chat famous in Mumbai.

Similar ‘chats’ such as ‘Sev Puri’, ‘Chana Masala’ are available across the country.

Some other well known snacks which can be savoured are: 'Samosa' 'Pakoras' 'Alu Tikki'

'Kachori' (very common in Uttar Pradesh) 'Pao Bhaji'(very common in Maharashtra) 'Gol Gappa'

'Dhokla' (very common in Gujarat). Samosas and pakoras are mostly enjoyed with a cup of hot

Indian tea in the company of friends and family. To relish these snacks, one should develop the

taste for themÂ…but once you do, you want them again and again and againÂ….

Quality

For the last six decades, the brand name 'Haldiram' has been associated with the varied sweet and

namkeens market in the globe. At Haldiram, quality is an obsession, enjoyed and trusted by

millions of families. Salty snacks and delicious sweets conform to international standards of

hygiene. All the products are made in the traditional way using modern norms of hygiene.

Spic and Span work environment as well as procedures ensure optimum levels of cleanliness.

The company is also exporting its branded products to over a dozen of countries including

32
U.S.A., U.K., Canada, Australia, Singapore and UAE. Haldiram have achieved the following

awards and recognitions:

1-The company was conferred with the prestigious International Award for Food and Beverages

from the Trader Leaders Club in Barcelona, Spain in 1994.

2-The Brand Equity Award was presented to Haldiram in recognition of its creating a highly

successful Indian Brand 'Haldiram'

Factory Tour

Factory Address :- F-12, Mohan Co-operative Area, New Delhi.

Staff Production Deptt: - 1500; Quality Control Deptt: 15; R&D Deptt: 10.

Site Description and Advantages

Located at Gurgaon, Noida, 2 unit Mathura Road, New Delhi. Superior quaility plant and

machinery, extremely hygienic conditions.

Machinery, Equipment Used and Production Process:-

State-of-the-art imported machinery worth 3 million dollars sourced from Holland, Australia &

USA.

Material Used for Production Process :-

Highest quaility agro product sourced from India, certain ingredients are imported like almonds

from USA and raisin from Afghanistan.

33
 Marketing mix

Product Price Place Promotion

Marketing mix is the set of marketing tools that the film uses to pursue it marketing objective in

the target market.

Marketing Mix of Haldiram’s

Products

Chips, Namkeens , Sweets , Pickles , papad , Syrup , Woo pies

Chips

There are six flavors in chips classics salt

 Pudina treat

34
 Paprika

 Mast Masala

 Bolelos

 N salt

Taste of chips

Pudina treat - Taste of pudina

Peprika - Taste of green chill

Mast masala - Taste of Tomato

Classic salt - Plain $ only salted.

N salted - Masala salted

Ruffles:-

 Takatak

 Woo pies

Namkeen:-

 Bhujia

 Aalu Bhujia

 All in one

 Kaju Mixer

35
 Kashamiri mixer

 Bombay mixer

 Nut cracker

Peanut

 Plain

 Salted

 Masala

 Panch rattan

 Khan meether

 Neembu Masala

Channa

 Bombay Channa

 Madrasi Channa

 Kabuli Channa

 Channa Dal

Syrup

 Mango pana

 Kaala khata

36
 Thandi

 Badam kesariya

 Rose

 Khus

 Lemon

Pickles

 Mango

 Mir chi

 Lemon

 Mix

Sweets

There are so many sweets at show room but only few are available in packets and canes

 Soon papari

 Soan cake

 Raasgulla

 Chumchm

 Gulab jamun

Cookies, biscuits and cake are available in retail market

37
Product Qualities

Impeccable qualities, They focus on TQM before the finish like because the quality along if

advertisement which Haldiram gives as a competitive edge design innovative of packets day by

day. It is a popular due to its colorful packets of Namkeen which is unbeatable by other brands.

Features

Testy Snacks , Suitable with drinks as well as serving guest

Brand name

Huge brand name nation wide

Warranty

Takes in return when product expires or any or any other damage which is accidentals.

Price

The price is different for different product chips.

Discount

Depends upon the sales executive, and retailer’s bargaining and as different scheme.

Allowance
38
Fixed, as per distributor target and companies target to the sales person.

Public relations

Marketing sales executive pays a visit to retailer time to time.

Sales executive

Create new counters for that particular distributor on which he is working.

Promotion

Scheme like scratch coupon, Discount coupon, Bags, Caps, T- shirt, Win cheaters etc. are given

to retailer and customer

Note:-Discount coupon are double edge sword , to the customers because when customer

gets and discount coupon He/ She goes to show room of Haldiram’s and buys another

product and thus he become a new customer another product.

Place

One of the most important thing any companies is the place. When the company sales its product

and for a good sales volume, the listenable things are segmenting targeting, and positioning is

must. For this work the company recognized its customer i.e. who are the customer and where

are they. Then he starts working. The coupon its customer and market place. Then target them

and after all it creates a position in the customer mind.

39
The Haldirams work in to ways since it is the market leads in Namkeen market so, it does not

care of its competitor and need not to work more for its promotion and position due to its quality

and brand name , but for chips its work regularly.

Another competitor, SM Foods, introduced a range of innovative products. The company

launched India's first non-wafer chips in 1988. SM offered products under two main brands -

Peppy and Piknik. Under Peppy, it had sub brands such as Cheese Balls, Ringos, Hi Protein

Crispies, Potato Rackets, Hearts, Veggie Treat, Mixtures and Minerette. Under Piknik, it had

Protein Pin, Junior and Corn Puffs.

Haldiram’s also faced tough competition from domestic players such as Britannia Industries Ltd.,

Bikanerwala Foods and ITC. In addition, FMCG major HLL had also announced plans to enter

the snack food market. Analysts felt that Hadrian’s lagged behind competitors in offering snack

foods targeted at children, who were always eager to try new flavors in every product category.

They felt that the company concentrated too much on traditional Indian items such as Bhujia Sev

and Moong Dal. Hadrian’s had in fact, taken steps to fill the gaps in its portfolio. Rajendra

Agarwal, the owner of the Nagpur unit said, "We want to expand our market by introducing

snacks that will appeal to younger people. There will be no growth in the traditional snacks

category."The unit planned to launch products such as flavored ready-to-eat popcorn and a

product similar to Lehar Kurkure.

Haldiram Sweets

A Review of Hadrian’s Rasgulla!

40
It was a Diwali evening and we wanted to celebrate it in a delicious way .It struck to our mind

that we should bring Rasgullas which was the best food option for celebrations .So we went to

the sweet shop to purchase Rasgullas . Suddenly our mind went to the news of some days before

in which it was highlighted that adulterer milk was used for making of the sweets .So we decided

that we should purchase tin-packed Rasgullas of a very reputed brand .The best brand of this

was Haldiram .On the internet we had read about all the characteristic of Hadrian’s

Rasgulla like being delicious, soft and spongy .We purchased 1000gm pack of Hadrian’s

Rasgulla and returned.

Rasgullas are considered the king of Indian dessert. It is made of balls of unripe Ned cheese and

cottage cheese soaked in a sugary syrup.

When we tasted The Hadrian’s Rasgulla , the sugar syrup was fine, although it was a little too

sweet but adequate sponginess was lacking. I believe that the more spongy the Rasgullas the

41
better it is when we take a bite of the spongy Rasgullas it has a unique feeling and taste. The

combination of sugar syrup and sponginess of the Rasgullas is the most delicious. But it is hard

for me to imagine that why such a brand image as Haldiram did not take care of this aspect.

Haldiram should take care that the Rasgullas should be more spongy befitting his brand Image.

But Hadrian’s Rasgulla were strikingly soft and the rose water used in it gave a unique fragrance

and taste to the Rasgullas.

Overall if Haldiram balances the sponginess, softness and sweetness of his Rasgullas , then it

would be unbeatable. I am a foodie and I like rasgulla very much and thus expect Haldiram to

upgrade the quality of his product.

Pickles & Murabba

42
43
Sweets & Namkeens

44
Factors affecting Customer Satisfaction

Following are the important factors that could affect customer satisfaction:

 Department wise capability of the supplier.

 Technological and engineering or re-engineering aspects of products and services.

 Type and quality of response provided by the supplier.

 Supplier’s capability to commit on deadlines and how efficiently they are met.

 Customer service provided by the supplier.

 Complaint management.

 Cost, quality, performance and efficiency of the product.

 Supplier’s personal facets like etiquettes and friendliness.

 Supplier’s ability to manage whole customer life cycle.

45
 DATA ANALYSIS & INTERPRETATION

Q1. Do you use confectionary product?

No. of respondents

20%

YES
NO

80%

Interpretation:

PRODUCTS YES%

HALDIRAM 80

OTHERS 20

This graph shows that 80% respondents are using confectionary product and 20% are not

using confectionary.

46
Q2. Which company confectionary product do you use?

No. of respondents

10%
Haldiram
Shriji
20% Prakash
Others
55%

15%

Interpretation:

After the survey we have found mostly people are using Haldiram.

COMPANY NAME YES%

HALDIRAM 55

SHRIJI 15

PRAKASH 20

OTHERS 10

47
Mostly 55% respondents are preferring HALDIRAM products but 15% are using SHIRIJI

,20% are PRAKASH 10% others, so HALDIRAM is good in compare of others company.

Q3. Does offer free gift with confectionary product, affect your buying
decision?

No. of respondents

35%
YES
NO

65%

Interpretation

Most of the people were saying yes.

PRODUCTS YES% NO%

RESPONDENTS SAYING 65 35

In this question shows that 65% respondents are changed their decision according their

needs and wants something extra like maximum output in limited resources. So 35%

respondents are not changed their decision according organization offers they always

prefer only brand and quality.

48
Q4.Does your purchasing decision affected by the brand name and quality of
confectionary product?

No. of respondents

35% YES
NO

65%

Interpretation:

Most of the people were saying yes.

Mostly respondents are preferred to brand and quality and they also try to good taste so

they prefer “HALDIRAM”.

PRODUCTS YES% NO%

RESPONDENTS SAYING 65 35

49
Q5.For what purpose you buy the Haldiram brand?

No. of respondents
10% 10%

Quality
Taste
Preference
Others

20% 60%

Interpretation:

Most of the people, use for business purpose.

Different respondents prefer for different purpose like some for quality, taste, preference,

and last others.

PURPOSE FOR USING YES%

QUALITY 60

TASTE 20

PREFERNCES 10

OTHERS 10

50
Q6.Are you satisfied with confectionary product of Haldiram?

No. of respondents
15%

85%

Interpretation

Most of the people were saying satisfy.

Mostly 85% respondents are satisfied of “HALDIRAM” products because of the quality,

taste brand name and others so they like to haldiram products mostly. But 15% are

unsatisfied because of its price availability and others may be awareness.

COMPANY NAME SATISFIED UNSATISFIED

HALDIRAM’S 85% 15%

51
52
Q7. What makes you to prefer it?

Taste 20
Flavour 8
price 0
packing 1
Other(specify) 0

25
20
15
Series1
10
5
0
e r e g )
st ou ic in ci
fy
T a a v pr c k e
Fl pa s p
r(
t he
O

Interpretation

From the table and the chart it is quite clear that most of the people go for their
preferred product because of its taste. Out of the 30 samples taken, 20 people like
the taste of their preferred product. After the taste people like flavour, more than
anything else.

53
Q8. How often do you go for chips consumption?

Daily 1
Often 9
Sometimes 13
Rarely 5

14
12
10
8
Series1
6
4
2
0
ly

ly
es
f te
ai

e
ar
im
D

R
et
m
So

Interpretation

The consumption of the chips by a single person is not very frequent. People do
not consume chips on daily basis. Either the chips are consumed by the sometimes
or rarely.

54
Q9 Are your favorite chips easily available?
YES 100
NO 0

YES
NO

Interpretation

The availability of the product is one of the biggest factor in the consumption of
the particular product. From the table and the chart it is very clear that people get
their preferred chips quite easily from the market. These chips are available in
most of the food products shops.

55
CONCLUSION

 After study it is clear of 50 respondents 85%, respondents are aware of HALDIRAM

products while remaining 15% are not aware it. So it can be stated that

 most of the respondents are aware of HALDIRAM Company.

 Majority of the respondents have been using specific namkeen products for more than

others.

 Majority of the respondents are influenced by taste quality and others.

 They are satisfied with purchase decision 60% highly satisfied 25% average 10%unsatisfied

5% highly satisfied.

 They given rank also to HALDIRAM Company 1 best quality, 2 taste, 3 availability.

 After the survey we found the satisfaction level of customer with Haldiram is much higher

than other brand.

 Most of the consumer is taking Haldiram brand.

 People feel very comfort with Haldiram brand.

 People like very much, because of Haldiram quality.

 A very high segment of people goes for the name and goodwill of the Haldiram.

 Customer faith on Haldiram is very high.

56
SUGGESTIONS

 The company should provide small pouch of Haldiram.

 Companies must have two or three big dealer within the city.

 Effort should be more effective for developing the concept of good relationship with

consumers.

 The price policy of Haldiram is quite high as compare to other brand.

 Company should consider the problems of retailers and canteen’s owner.

 Company should problems of distributors.

 Resettlement of dispute like non payments and wrong commitment problems is necessary by

another executive.

 Stand should be provided to needy retailers because another company’s executive creates

problem.

 Company should give the stands and racks to each and every counters where its product is

sold.

 Company should prevent the interference of distributor in each others areas.

 Company should prevent the undercutting in market.

 Company should prevent the wholesale disturbance.

 Company should give the incentives to its executives as extra benefits after salary.

 Company should listen and care of sales executive.

 Company should recognize the problems in market.

 The very necessary work is market screening and recognizing the strength and weaknesses

of competitor.

57
 BIBLIOGRAPHY

Reference Books:-

 Kothari C.R., Research Methodology: Vishwa Prakashan, New Delhi 2010

 Kotler Philip, Marketing Management: Eleventh Edition, Pearson Publication,New Delhi

2010.

 Beri, Marketing Research: 4th Ed., Tata McGraw Hill, New Delhi 2010.

 Nargudkar, Marketing research: Second Edition, Tata McGraw Hill, New Delhi 2010.

 Sharma J K, Business Statistics: Second Edition, Pearson Publication, New Delhi 2010.

 Kurtz & Boone, Principle of Marketing: Ninth Edition, Thompson India publication, New

Delhi 2009.

Journal Articles:-

 Mike Asher (1989) “measuring customer satisfaction” journal

 Craig Cigna (1989) “creating an effective customer satisfaction program” journal of

services marketing vol3, issue, pg, 5-14 published by MCB ltd.

 Pieter JA Nagel Willem Ciller’s (1990) “customer satisfaction: A comprehensive

approach” journal. International journal of physical distribution & logistics management

vol. 20 issue 6pg 2-46, published by MCB up ltd.

 Business today vol.15, June 2010.

 Business world vol.8, Jan 2010.

 India Today July 2011.

Websites:-
58
 Literature from the web site

 "http://www.indiamart.co.in"

 "http://www.haldiram.com"

 "http://www.emeraldinsight.com”

 “http://www.ezinearticles.com”

 “http://en.wikipedia.org/wiki/haldiram”

 “http:/ / agriculture.indiabizclub.com/catalog/518644-haldiram%60s

59
 QUESTIONNAIRE

PERSONAL PROFILE:

Name : ____________________________________________

Address : ____________________________________________

Telephone No. : ____________________________________________

E-Mail : ____________________________________________

Age : ____________ Gender: _______________

Education

[a ] Undergraduate [ b] Post graduate

[ c] Graduate [ d] Professionally Qualified

Occupation

[a ] Businessman [ b] Private Job

[c ] Government Official [ d] Any Other

Q1. Do you use confectionary product?

[ a] yes [b ] no

Q2. Which company confectionary product do you use?

[a ] Haldiram [b ] prakash

[ c] shriji [d ] Other

60
 Q3.Does offer free gift with confectionary product, affect your buying decision?

[a ] yes [ b] no

Q4.Does your purchasing decision affected by the brand name of confectionary product?

[a ] Yes [ b] No

Q5.For what purpose you buy the Haldiram product?

[a ] taste [b ] quality

[ c] other

Q6.Are you satisfied with Haldiram quality?

[a ] yes [b ] no

Q7.Which of the confectionary product brand provides you most economic?

[a ] Haldiram [ b] shriji

[ c] prakash [ d] Other

Q8.From where you collect the information regarding, quality of confectionary product?

[ a] Newspaper [ b] Television

[c ] Magazines [d ] Other

Q9.What makes you to prefer it ?

[a] Tast [b] Flavour

61
 [c] Price [d] Packing

Q10.How often do you go for chips Consumption ?

[a] Daily [b] often

[c] sometimes [d] Rarely

Q11. Are your favorite chips easily available?

[a] yes [b] no

Any Suggestions: ______________________________________

______________________________________

______________________________________

62