ST. ALOYSIUS COLLEGE(AUTONOMOUS)JABALPUR (M.P.)
A PROJECT REPORT ON CONSUMER PREFERENCE: A COMPARATIVE STUDY ON
CADBURY AND NESTLE CHOCOLATES
SUBMITTED IN THE PARTIAL FULFILLMENT OF THE FOR THE DEGREE
OF
BACHELOR OF BUSINESS ADMINISTRATION ACADEMIC SESSION
2012-2013
SUBMITTED BY:MOHIT-YADAV B.B.A VI SEM ENROLMENT No. BD/10569
SUBMITTED TO:MRS. ANTHONIMA K ROBIN (DEPT. OF MANAGEMENT
STUDIES)
1
PREFACE
We are all consumers. We all think about buying things, we talk
about buying things, and we buy and use things (things here implies
products and services). We also use the things we buy to say
something about ourselves to others and ourselves. We are what we
have and possess (TUAN YI-FU 1980).
This project analyzes consumer behaviour pertaining to the
consumer preferance towards Cadbury and Nestle chocolates. This
project concerns with contextualizing the study of consumer
behaviour regarding Consumer preferance: a comparative study on
Cadbury and Nestle chocolates.
The project is made on the basis of information obtained from
consumers (Students, civillians etc). via questionnaires
observation and web. Keeping in mind all the dimensions of a
research report, I would like to extend sincere apology for any
shortcomings if present in this project.
- Mohit YadavB.B.A VI SEM
2
ACKNOWLEDGEMENTSurvey is an excellent tool for learning and
exploration. No classroom routine can substitute which is possible
while working in real situations. Application of theoretical
knowledge to practical situations is the bonanzas of this survey.
Without a proper combination of inspection and perspiration, its
not easy to achieve anything. There is always a sense of gratitude,
which we express to others for the help and the needy services they
render during the different phases of our lives. I too would like
to do it as I really wish to express my gratitude toward all those
who have been helpful to me directly or indirectly during the
development of this project.
First of all I wish to express my profound gratitude and sincere
thanks to my esteemed learned Principal Dr. Fr. G Azhan Arasu, who
allowed me to conduct the survey.
I would like to thank my professor Mrs. Anthonima K Robinwho was
always there to help and guide me when I needed help. Her
perceptive criticism kept me working to make this project more full
proof. I am thankful to her for her encouraging and valuable
support. Working under her was an extremely knowledgeable and
enriching experience for me. I am very thankful to her for all the
value addition and enhancement done to me.
No words can adequately express my overriding debt of gratitude
to my parents whose support helps me in all the way. Above all I
shall thank my friends who constantly encouraged and blessed me so
as to enable me to do this work successfully.
Submitted by :Mohit Yadav B.B.A VI SEM ST. ALOYSIUS COLLEGE3
DECLARATION
I, MOHIT YADAV student of B.B.A VI SEM of ST. ALOYSIUS COLLEGE,
JBP.(M.P) Hereby declare that the project report entitled STUDY OF
CONSUMER PREFERENCE TOWARDS NESTLE AND CADBURY CHOCOLATES submitted
for the degree of Master of Business Administration, is my original
work and the project report has not formed the basis for the award
of any diploma, degree, associate ship, fellowship or similar other
titles. It has not been submitted to any other university or
institution for the award of any degree or diploma. The information
given in this project is true to the best of my knowledge.
- MOHIT YADAV B.B.A VI SEM
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TABLE OF CONTENTSPREFACE ACKNOWLEDGEMENT DECLARATION
CERTIFICATE1. INDUSTRY PROFILE 2. COMPANY PROFILE 2.1 NESTLE 2.2
CADBURY 3. CONCEPTUAL STRATEGIES 4. PROJECT WORK 4.1 SCOPE
OBJECTIVE & LIMITATIONS 4.2 RESEARCH METHODOLOGY (SAMPLE AREA
& SIZE, SOURCE OF DATA) 4.3 DATA ANALYSIS (COMPARATIVE TABLES,
CHARTS, CONCLUSIONS AND FIDINGS) 40-65 6-15 16-31 18-23 24-31 32-34
35-65 36-37 38-39
BIBLIOGRAPHY ANNEXURE5
1.INDUSTRY PROFILE
6
History of chocolate:
The origin of chocolate can be traced back to the ancient Maya
and Aztec civilizations in Central America, who first enjoyed
chocolate a much-prized spicy drink made from roasted cocoa beans.
Throughout its history, whether as cocoa or drinking chocolate
beverage or confectionary treat, chocolate has been a much sought
after food.
The Aztec empireChocolate(in the form of a luxury drink) was
consumed in large quantities by the aztecs: the drink was described
as finely ground, soft, foamy, reddish, bitter with chilli water,
aromatic flowers, vanilla and wild bee honey. The dry climate meant
the Aztecs were unable to grow cocoa trees, and had to obtain
supplies of cocoa beans from tribute or trade
Don CortesThe Spanish invaded Mexico in the 16th century, by
this time the Aztecs had created a powerful empire, and the Spanish
armies conquered Mexico. Don Cortes was made captain general and
governor of Mexico. When he returned to Spain in1528 he loaded his
galleons with cocoa beans and equipment for making the chocolate
drink. Soon chocolate became a fashionable drink enjoyed by the
rich in Spain.
7
Chocolate across EuropeAn Italian traveler, Francesco carletti,
was the first to break the Spanish monopoly. He had visited Central
America and seen how the Indians prepared the cocoa beans and how
they made the drink, and by 1606 chocolate was well established in
Italy.
Drinking chocolateThe secret of chocolate was taken to France in
1615, when Anne, daughter of Phillip 2 of Spain married king Louis
13 of France The French court enthusiastically adopted this new
exotic drink, which was considered to have medicinal benefits as
well as being a nourishing food. Gradually the custom of drinking
chocolate spread across Europe, reaching England in the 1650s
First chocolate for eatingUp until this point all chocolate
recipes were based on plain chocolate. It was an English doctor,
sir Hanss sloane, who- after traveling in south America- focused on
cocoa and food values, bringing a milk chocolate recipe back to
England. The original Cadbury milk chocolate was prepared to his
recipe.
History:The earliest record of chocolate was over fifteen
hundred years ago in the central America rain forests, where the
tropical mix of high rain fall combined with high year round
temperatures and humidity provide the ideal climate for cultivation
of the plant from which chocolate is derived, the cacao tree.
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Chocolate is made from the cocoa bean, found in pods growing
from the trunk and lower branches of the cacao tree, Latin name
theobroma cacao meaning food of the gods Cacao was corrupted into
the more familiar cocoa by the early European explorers. The Maya
brewed a spicy, bittersweet drink by roasting and pounding the
seeds of the cacao tree with maize and capsicum peppers and letting
the mixture ferment. This drink was reserved for use in ceremonies
as well as for drinking by the wealthy and religious elite; they
also ate cacao porridge. The Aztecs, like the Mayans, also enjoyed
cacao as a beverage fermented from the raw beans, which again
featured prominently in ritual and as a luxury available only to
the very wealthy. The Aztecs called this drink xocolatl, the
Spanish conquistadors found this almost impossible to pronounce and
so corrupted it to the easier chocolate the English further changed
this to chocolate. The Aztecs regarded chocolate as an aphrodisiac
and their emperor, Montezuma reputedly drank it fifty times a day
from a golden goblet and is quoted as saying of xocolatl: the
divine drink, which builds up resistance and fights fatigue. A cup
of this precious drink permits a man to walk for a whole day
without food
Chocolate in EuropeXocolatl! or chocolat or chocolate as it
became known, was brought to Europe by Cortez, by this time the
conquistadors had learned to make the drink more palatable to
European tastes by mixing the ground roasted beans with sugar and
vanilla ( a practice still continued today), thus offsetting the
spicy bitterness of the brew the Aztecs drank. The first chocolate
factories opened in Spain, where the dried fermented beans brought
back from the new world by the Spanish treasure fleets were roasted
and ground, and by the early 17th century chocolate powder from
which the European version of the drink was made- was being
exported to other parts of Europe. The Spanish kept the source of
the drink- the beans- a secret for many years, so successfully in
fact, that when English buccaneers boarded what they thought was a
Spanish treasurer galleon in 1579, only to find it loaded with what
appeared to be dried sheeps droppings, they burned the whole ship
in frustration. If only they had known, chocolate was so expensive
at that time, that it was worth its weight in silver ( if not
gold), chocolate was treasure indeed ! 9
Within a few years, the cocoa beverage made from the powder
produced in Spain had become popular throughout Europe, in the
Spanish Netherlands, Italy, France, Germany and in about 1520 it
arrived in England. The first chocolate house in England opened in
London in 1657 followed rapidly by many others. Like the already
well established coffee houses, they were used as clubs where the
wealthy and business community met to smoke a clay pipe of tobacco,
conduct business and socialize over a cup of chocolate.
Back to the AmericasEvents went full circle when English
colonists carried chocolate (and coffee) with them to Englands
colonies in north America. Destined to become the United States of
America and Canada, they are now the worlds largest consumers by
far of both chocolate and coffee, consuming over half of the words
total production of chocolate alone.
The QuakersThe Quakers were, and still are, a pacifist religious
sect, an offshoot of the puritans of English civil war and pilgrim
fathers fame and a history of chocolate would not be complete
without mentioning their part in it. Some of the most famous names
in chocolate were Quakers, who for centuries held a virtual
monopoly of chocolate making in the English speaking world fry,
Cadbury and row tree are probably the best known. Its probably
before the time of the English civil war between parliament and
king Charles 1st that the Quakers who evolved from the puritans,
first began their historic association with chocolate. Because of
their pacifist religion, they were prohibited from many normal
business activities, so as an industrious people with a strong
belief in the work ethic (like the puritans), they involved
themselves in food related businesses and did very well. Baking was
a common occupation for them because bread was regarded as the
biblical staff of life, and bakers in England were the first to add
chocolate to cakes so it would
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be a natural progression for them to start making pure
chocolate. They were also heavily involved in breakfast cereals but
thats another story. What is certain is that the fry, row tree and
Cadbury families in England among others, began chocolate making
and in fact Joseph fry of fry &sons (founded 1728 in Bristol,
England) is credited with producing and selling the worlds first
chocolate bar. Frys have now all but disappeared (taken over by
Cadbury) and row tree have merged Swiss company nestle, to form the
largest chocolate manufacturer in the world. Cadbury have stayed
with chocolate production and are now, if not quite the largest,
probably one of the best-known chocolate makers in the world.
Chocolate as we know itThe first mention of chocolate being
eaten in solid form is when bakers in England began adding cocoa
powder to cakes in the mid 1600s. Then in 1828 a Dutch chemist,
Johannes van houten, invented a method of extracting the bitter
tasting fat or cocoa butter from the roasted ground beans, his aim
was to make the drink smoother and more palatable, however he
unknowingly paved the way for solid chocolate as we know it.
Chocolate as we know it today first appeared in 1847 when fry &
sons of Bristol, England mixed sugar with cocoa powder and cocoa
butter (made by the van houten process) to produce the first solid
chocolate bar then in1875 a Swiss manufacturer, Daniel peters,
found a way to combine (some would say improve, some would say
ruin) cocoa powder and cocoa butter with sugar and dried milk
powder to produce the first milk chocolate.
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CONSUMPTION OF CHOCOLATES IN INDIAChocolate consumption in India
is extremely low. Per capita consumption is around 160 gms in the
urban areas, compared to 8-10kg in the developed countries. In
rural areas, it is even lower. Chocolates in India are consumed as
indulgence and not as a snack food. A strong volume growth was
witnessed in the early 90s when Cadbury repositioned chocolates
from children to adult consumption. The biggest opportunity is
likely to stem from increasing the consumer base. Leading players
like Cadbury and Nestle have been attempting to do this by value
for money offerings, which are affordable to the masses.
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2. COMPANY PROFILE
ChocolateThe very word makes your mouth water. Chocolate is more
than just a food: its a state of mind.
13
ChocolatesChocolates! Chocolates! Every body has a liking for
them, be they in the form of bar Or a tiny little gem, Or shaped
like a rectangle, Or a sphere, a brick or an clair. For chocolate
lovers it is fun, To have them during rain, breeze or sun. They are
white and brown in color, And taste sweet and bitter Some have them
in a glass of cold coffee, or in the form of a toffee. Some eat
them when they are sad Some relish them when they are happy or have
sweet dreams, But I feel, to have chocolates We dont need a reason,
Cause we can have it Anytime, any season!
2.1 Nestle India14
Nestle India is a subsidiary of Nestle S.A. of Switzerland. The
company insists on honesty, integrity and fairness in all aspects
of its business and expects the same in its relationships.
Nestle India- Presence Across IndiaBeginning with its first
investment in Moga in 1961, Nestls regular and substantial
investments established that it was here to stay. In 1967, Nestl
set up its next factory at Choladi (Tamil Nadu) as a pilot plant to
process the tea grown in the area into soluble tea. The Nanjangud
factory (Karnataka), became operational in 1989, the Samalkha
factory (Haryana), in 1993 and in 1995 and 1997, Nestl commissioned
two factories in Goa at Ponda and Bicholim respectively. Nestl
India is now putting up the 7th factory at Pant Nagar in
Uttaranchal.
Nestle StoryNestl was founded in 1867 on the shores of Lake
Geneva in Vevey, Switzerland and its first product was Farine Lacte
Nestl, an infant cereal specially formulated by Henri Nestl to
provide and improve infant nutrition. From its first historic
merger with the Anglo-Swiss Condensed Milk Company in 1905, Nestl
has grown to become the worlds largest and most15
diversified food Company, and is about twice the size of its
nearest competitor food and beverage sector.
in
the
Nestls trademark of birds in a nest, derived from Henri Nestls
personal coat of arms, evokes the values upon which he founded his
Company. Namely, the values of security, maternity and affection,
nature and nourishment, family and tradition. Today, it is not only
the central element of Nestls corporate identity but serves to
define the Companys products, responsibilities, business practices,
ethics and goals.
In 2004, Nestl had around 247,000 employees worldwide, operated
500 factories in approx. 100 countries and offered over 8,000
products to millions of consumers universally. The Companys
transparent business practices, pioneering environment policy and
respect for the fundamental values of different cultures have
earned it an enviable place in the countries it operates in. Nestls
activities contribute to and nurture the sustainable economic
development of people, communities and nations. Above all, Nestl is
dedicated to bringing the joy of Good Food, Good Life to people
throughout their lives, throughout the world.
Nestle Brands Milk Products & Nutrition Beverages Prepared
Dishes and Cooking Aids Chocolates & Confectionary
MILK PRODUCTS AND NUTRITION:NESTL EVERYDAY Dairy Whitener NESTL
EVERYDAY Slim NESTL EVERYDAY Ghee
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NESTL MILKMAID NESTL Fresh 'n' Natural Dahi NESTL Fresh 'n'
Natural Slim Dahi NESTL Jeera Raita NESTL MILKMAID Fruit yoghurt
NESTL Milk NESTL Slim Milk
BEVERAGES:NESCAF CLASSIC NESCAF SUNRISE NESTL MILO NESCAF 3 in 1
NESCAF Koolerz
PREPARED DISHES AND COOKING AIDSMAGGI 2-MINUTE Noodles MAGGI
Vegetable Atta Noodles MAGGI Dal Atta Noodles MAGGI Rice Noodles
Mania MAGGI Sauces MAGGI Pizza Mazza MAGGI Healthy Soups 17
MAGGI Healthy Soup- Sanjeevni MAGGI MAGIC Cubes
CHOCOLATES & CONFECTIONARYNESTL KIT KAT NESTL KIT KAT LITE
NESTL MUNCH NESTL MUNCH POP CHOC NESTL MILKYBAR NESTL MILKYBAR CHOO
NESTL BAR-ONE NESTL FUNBAR NESTL Milk Chocolate POLO POLO Powermint
NESTL Eclairs
NESTLE KITKAT
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are crisp wafer fingers covered with choco layer. NESTL KIT KAT
has a unique finger format with a breaking' ritual attached to it.
NESTL KIT KAT is one of the most successful brands in the world and
every year over 12 billion NESTL KIT KAT fingers are consumed
around the globe.
NESTLE MUNCH
NESTL MUNCH is wafer layer covered with delicious choco layer.
NESTL MUNCH is so crisp, light and irresistible that you just can't
stop Munching.' NESTL MUNCH is the largest selling SKU in the
category!NESTLE MILKY BAR:
NESTL MILKYBAR is a delicious milky treat, which kids love.
Relaunched in January 2006 with a Calcium Rich recipe, NESTL
MILKYBAR is a favorite with parents to treat their kids with.
NESTLE BAR-ONE
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is a luscious nougat and caramel with delicious choco layer.
NESTL BAR-ONE constantly reminds you that it is Time for Action'.
NESTLE Milk Chocolate:
NESTL Milk Chocolate is a milk chocolate with a delicious taste.
Kids just love it!
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2.2 CADBURY
How Cadbury Chocolate is made
John Cadbury
Milk chocolate for eating was first made by Cadbury in 1897 by
adding milk powder John paste to the dark chocolate recipe of cocoa
mass, cocoa butter and sugar. By today's standards this chocolate
was not particularly good: it was coarse and dry and not sweet or
milky enough for public tastes.
There was a great deal of competition from continental
manufacturers, not only the French,but also the Swiss, renowned for
their milk chocolate.
Led by George Cadbury Junior, the Bournville experts set out to
meet the challenge. A considerable amount of time and money was
spent on research and on new plant designed to produce the
chocolate in larger quantities. A recipe was formulated
incorporating fresh milk, and production processes were developed
to produce a milk chocolate 'not merely as good as, but better
than' the imported milk chocolate'. Four years of hard work were
invested in the project and in 1905 what was to be Cadbury's top
selling brand was launched.
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Three names were considered: Jersey, Highland Milk and Dairy
Maid. Dairy Maid became Dairy Milk, and Cadbury's Dairy Milk, with
its unique flavour and smooth creamy texture, was ready to
challenge the Swiss domination of the milk chocolate market. By
1913 Dairy Milk had become the company's best selling line and in
the mid twenties Cadbury's Dairy Milk gained its status as the
brand leader, a position it has held ever since.
COMPANY OVERVIEW OF CADBURY INDIACadbury began its operations in
1948 by importing chocolates and then re-packing them before
distribution in the Indian market. After 59 years of existence, it
today has five company-owned manufacturing facilities at Thane,
Induri (Pune) and Malanpur (Gwalior), Bangalore and Baddi (Himachal
Pradesh) and 4 sales offices (New Delhi, Mumbai, Kolkota and
Chennai). The corporate office is in Mumbai.
Currently Cadbury India operates in three sectors viz. Chocolate
Confectionery, Milk Food Drinks and in the Candy category. In the
Chocolate Confectionery business, Cadbury has maintained its
undisputed leadership over the years. Some of the key brands are
Cadbury Dairy Milk, 5 Star, Perk, clairs and Celebrations. Cadbury
enjoys a value market share of over 70% - the highest Cadbury brand
share in the world! Their flagship brand Cadbury Dairy Milk is
considered the "gold standard" for chocolates in India. The pure
taste of CDM defines the chocolate taste for the Indian
consumer.22
In the Milk Food drinks segment their main product is Bournvita
- the leading Malted Food Drink (MFD) in the country. Similarly in
the medicated candy category Halls is the undisputed leader. The
Cadbury India Brand Strategy has received consistent support
through simple but imaginative extensions to product categories and
distribution. A good example of this is the development of Bytes.
Crispy wafers filled with coca cream in the form of a bagged snack,
Bytes is positioned as "The new concept of sweet snacking". It
delivers the taste of chocolate in the form of a light snack, and
thus heralds the entry of Cadbury India into the growing bagged
Snack Market, which has been dominated until now by Salted Bagged
Snack Brands. Bytes was first launched in South India in 2003.
Since 1965 Cadbury has also pioneered the development of cocoa
cultivation in India. For over two decades, it has worked with the
Kerala Agriculture University to undertake cocoa research and
released clones, hybrids that improve the cocoa yield. Today,
Cadbury is poised in its leap towards quantum growth and new
categories of business, namely gums, mints, snacking and gifting.
It is a part of the Cadbury Schweppes Group, world's No.1
Confectionery Company.
CADBURY WORLD WIDECadbury is the world's largest confectionery
company and have a strong regional presence in beverages in the
Americas and Australia. With origins stretching back over 200
years, today their products - which include brands such as Cadbury,
Schweppes, Halls, Trident, Dr Pepper, Snapple, Trebor, Dentyne,
Bubblicious and Bassett - are enjoyed in almost every country
around the world. We employ around 60,00 people.
Their heritage starts back in 1783 when Jacob Schweppe perfected
his process for manufacturing carbonated mineral water in Geneva,
Switzerland.
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And in 1824 John Cadbury opened in Birmingham selling cocoa and
chocolate. These two great household names merged in 1969 to form
Cadbury Schweppes plc. Since then they have expanded their business
throughout the world by a programme of organic and acquisition led
growth. Concentrating on their core brands in beverages and
confectionery since the 1980s, they have strengthened their
portfolio through almost fifty acquisitions, including brand icons
such as Mott's, Canada Dry, Halls, Trident, Dentyne, Bubblicious,
Trebor, Bassett, Dr Pepper, 7 Up and Snapple.It employ 60,000
people in over 200 countries Worlds No 1 Confectionery company
World's No 2 Gums company World's No 3 beverage company
Cadbury Brands: Chocolates Snacks Beverages Candy SNACKS: Bytes
BEVERAGES Bournvita CANDY Halls
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CHOCOLATES Dairy Milk 5 Star Perk Celebrations Temptation
Eclairs Gems DAIRY MILK
The story of Cadbury Dairy Milk started way back in 1905 at
Bournville, U.K., but the journey with chocolate lovers in India
began in 1948. The variants Fruit & Nut, Crackle and Roast
Almond, combine the classic taste of Cadbury Dairy Milk with a
variety of ingredients and are very popular amongst teens &
adults. Cadbury Dairy Milk has exciting products on offer - Cadbury
Dairy Milk Wowie, chocolate with Disney characters embossed in it,
and Cadbury Dairy Milk 2 in 1, a delightful combination of milk
chocolate and white chocolate. Giving consumers an exciting reason
to keep coming back into the fun filled world of Cadbury. Today,
Cadbury Dairy Milk alone holds 30% value share of the Indian
chocolate market.
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5 STAR
the second largest after Cadbury Dairy Milk with a market share
of 14%, Cadbury 5 Star moves from strength to strength every year
by increasing its user base.
Launched in 1969 as a bar of chocolate that was hard outside
with soft caramel nougat inside, Cadbury 5 Star has re-invented
itself over the years to keep satisfying the consumers taste for a
high quality & different chocolate eating experience. One of
the key properties that Cadbury 5 Star was associated with was its
classic Gold colour. And through the passage of time, this was one
property that both, the brand and the consumer stuck to as a
valuable association. More recently, to give consumers another
reason to come into the Cadbury 5 Star fold, Cadbury 5 Star Crunchy
was launched. The same delicious Cadbury 5 Star was now available
with a dash of rice crispies.PERK
Cadbury launched Perk in 1996. With its light chocolate and
wafer construct, Cadbury Perk targeted the casual snacking space
that was dominated primarily by chips & wafers.With the rise of
more value-for-money brands in the wafer chocolate segment, Cadbury
Perk unveiled two new offerings - Perk XL and XXL. In 2004, with an
added dose of 'Real Cadbury Dairy Milk' and an 'improved wafer',
Perk became even more irresistible 26
CELEBRATIONS
Cadbury Celebrations was aimed at replacing traditional gifting
options like Mithai and dry- fruits during festive seasons.
Cadbury Celebrations is available in several assortments: An
assortment of chocolates like 5 Star, Perk, Gems, Dairy Milk and
Nutties and rich dry fruits enrobed in Cadbury dairy milk chocolate
in 5 variants, Almond magic, raisin magic, cashew magic, nut
butterscotch and caramels. The super premium Celebrations Rich Dry
Fruit Collection which is a festive offering is an exotic range of
chocolate covered dry fruits and nuts in various flavours and the
premium dark chocolate range which is exotic dark chocolate in
luscious flavours.
TEMPTATION
27
Cadbury flavours
Temptations
is
a
range
of
delicious
premium
chocolate
in
five
variants - Roast Almond Coffee, Honey Apricot, Mint Crunch,
Black Forest
and Old Jamaica.
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3. CONCEPTUAL STRATEGIES
29
INTRODUCTIONIn this research I have survey the product
performance and buying behavior of two famous brands of chocolates
Nestle and Cadbury, which are consumed by people of all ages.
During this research I have interacted with people of Jabalpur .
After this research I came to know how people perceives these
products on the variables like price, quality, advertisement,
satisfaction, taste, packaging, brand loyalty etc. I also came to
know which particular brand of chocolate is most preferred by
people of different age groups. In this research I have surveyed
that how frequently and how much chocolate they consume, whether
they buy small, big or family pack. Trend of ongoing changes in
their likings has been shown in the report. In this report I have
tried to explain the entire research and facts product wise.
CONSUMER PREFERENCEAll marketing starts with the consumer. So
consumer is a very important person to a marketer. Consumer decides
what to purchase, for whom to purchase, why to purchase, from where
to purchase, and how much to purchase. In order to become a
successful marketer, he must know the liking or disliking of the
customers. He must also know the time and the quantity of goods and
services, a consumer may purchase, so that he may store the goods
or provide the services according to the likings of the consumers.
Gone are the days when the concept of market was let the buyers
beware or when the market was mainly the sellers market. Now the
whole concept of consumers sovereignty prevails. The manufacturers
produce and the sellers sell whatever the consumer likes. In this
sense, consumer is the supreme in the market. As consumers, we play
a very vital role in the health of the economy local, national or
international. The decision we make concerning our consumption
behavior affect the demand for the basic raw materials, for the
transportation, for the banking, for the production; they effect
the employment of workers and deployment of resources and success
of some industries and failures of others. Thus marketer must
understand this.
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Preference (or "taste") is a concept, used in the social
sciences, particularly economics. It assumes a real or imagined
"choice" between alternatives and the possibility of rank ordering
of these alternatives, based on happiness, satisfaction,
gratification, enjoyment, utility they provide. More generally, it
can be seen as a source of motivation. In cognitive sciences,
individual preferences enable choice of objectives/goals.
The study of the consumer preference not only focuses on how and
why consumers make buying decision, but also focuses on how and why
consumers make choice of the goods they buy and their evaluation of
these goods after use. So for success of any company or product
promotion it is very necessary to depart its concentration towards
consumer preference.
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4. PROJECT WORK
32
4.1(A) SCOPE OF THE STUDYAs learning is a human activity and is
as natural, as breathing. Despite of the fact that learning is all
pervasive in our lives, psychologists do not agree on how learning
takes place. How individuals learn is a matter of interest to
marketers. They want to teach consumers in their roles as their
roles as consumers. They want consumers to learn about their
products, product attributes, potential consumers benefit, how to
use, maintain or even dispose of the product and new ways of
behaving that will satisfy not only the consumers needs, but the
marketers objectives.
The scope of my study restricts itself to the analysis of
consumer preferences, perception and consumption of Cadbury and
Nestle Chocolates. There are many other brands of chocolates
available but my study is limited to two major players of
chocolates leaving behind the others. The scope of my study is also
restricts itself to Jabalpur region only.
(B) OBJECTIVES OF THE STUDYThis project is based on the
comparative study consumer behavior towards Nestle and Cadbury
chocolates. Objectives of the study are: The other objective is to
know about the customer satisfaction level associated with the
product and the customer preference level. To increase customer
satisfaction and recapture the market share by fulfilling the
customer needs. To study the factors affecting the consumption
pattern.
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(C) LIMITATIONS OF THE STUDYIn attempt to make this project
authentic and reliable, every possible aspect of the topic was kept
in mind. Nevertheless, despite of fact constraints were at play
during the formulation of this project. The main limitations are as
follows:
Due to limitation of time only few people were selected for the
study. So the sample of consumers was not enough to generalize the
findings of the study. The main source of data for the study was
primary data with the help of self-administered questionnaires.
Hence, the chances of unbiased information are less. People were
hesitant to disclose the true facts. The chance of biased response
cant be eliminated though all necessary steps were taken to avoid
the same.
34
4.2 RESEARCH METHODOLOGYThis chapter describes the methodology
of the study. This project is based on information collected from
primary sources. After the detailed study, an attempt has been made
to present comprehensive analysis of consumption of Cadbury and
nestle chocolates consumed by the people. The data had been used to
cover various aspects like consumption, consumers preference and
customers satisfaction regarding Cadbury and Nestle chocolates.
Survey design:The study is a cross sectional study because the
data were collected at a single point of time. For the purpose of
present study a related sample of population was selected on the
basis of convenience.
Sample Size , Area and Design:A sample of 100 people was taken
on the basis of convenience. The actual consumers were contacted on
the basis of random sampling. In collecting requisite data and
information regarding the topic selected, I collected the data at
the college campus and near neighborhood.
Research Period:Research work is only carried for 2 or 3
weeks.
Research Instrument:This work is carried out through
self-administered questionnaires. The questions included were open
ended, dichotomous and offered multiple choices.35
Data Collection:The data, which is collected for the purpose of
study, is divided into 2 bases: Primary Source: The primary data
comprises information survey of Comparative study of consumer
behavior towards Nestle and Cadbury chocolates. The data has been
collected directly from respondent with the help of structured
questionnaires. Secondary Source: The secondary data was collected
from internet, References from Library.
Data Analysis:The data is analyzed on the basis of suitable
tables by using mathematical techniques. The technique that I have
used is bar technique.
36
4.3 ANALYSIS OF THE STUDYLIKING FOR THE CHOCOLATESTable:1 Liking
for the Chocolate Number of Respondents Yes 95 No 5
Liking For the Chocolate
100 90 80 70 60 50 40 30 20 10 0
95
Number of Persons
Yes No
5Response 1
Chart:1
From the above analysis of the given sample of 100 respondents
it is concluded that out of 100 people 95 people likes to eat
chocolate while only 5 people dont prefer to eat chocolate.
37
DIFFERENT AGE GROUPSTable:2AGE GROUPS NUMBER OF RESPONDENTS 0-10
14 10-20 42 20-30 33 ABOVE 30 11
AGE GROUPSNUMBER OF RESPONDENTS 50 40 30 20 10 0 42 330-10
14
11 1
10 to 20 20 to 30 Above 30
AGE GROUPS
Chart:2 According to the above analysis it is concluded that I
have surveyed 100 respondents out of which 14, 42, 33, 11 belongs
to age group 0-10, 10-20, 20-30, above30 respectively.
38
PREFERENCE ACCORDING TO AGE GROUPSTable:3AGE GROUPS
BRANDS CADBURY NESTLE NO CONSUMTION
0-10 7 5 2
10-20 35 6 1
20-30 24 8 1
ABOVE 30 5 5 1
PREFERENCE ACCORDING TO AGE GROUPSNUMBER OF CONSUMERS
45 40 35 30 25 20 15 10 5 0
1 6 1 8 35 2 5 7 0-10 10 to 20 24 1 5 5 Above 30NONE NESTLE
CADBURY
AGE GROUPS Chart:3 According to the above analysis it is
concluded that people of different age groups prefer mostly Cadbury
brand of chocolate while Nestle brand is least preferred by the age
group between 10-20. People of age group above 30 equally likes to
have both brands.
20 to 30
39
BRAND PREFERENCETable:4BRANDS CADBURY NESTLE
PREFERENCE BY CONSUMERS73 22
Brand Preference
80 70 60 50 40 30 20 10 0
73Cadbury
No. of Persons
22
Nestle
1 Chocolate Brands
Chart:4
From the above analysis of given sample of 93 respondents who
eat chocolates it is concluded that only 22 people prefer to eat
Nestle chocolates while 73 people likes to eat Cadbury
chocolates.
40
PURCHASE OF CHOCOLATES PURCHASE OF CADBURY
CHOCOLATESTable:5CADBURY CHOCOLATESSUB- BRANDS NUMBER OF
RESPONDANTS 69 64 61 49 41Cadbury chocolates Purchased By
People
DAIRY MILK5 STAR PERK CELEBRATIONS TEMPTATIONS
80 70 60 50 40 30 20 10 0
Number of Persons
69
64
61 49
41
1 Sub-brands of Cadbury Chocolate
Dairy Milk
5 Star
Perk
Celebrations
Temptation
Chart:5
41
From the above analysis of given sample of 73 respondents who
eat Cadbury chocolates it is concluded that mostly people has
purchased Dairy Milk sub-brand of Cadbury while Temptation is least
purchased by the people.
PURCHASE OF NESTLE CHOCOLATESTable:6 NESTLE CHOCOLATES SUB-
BRANDS KIT KAT MUNCH MILKY BAR BAR- ONE MILK CHOCOLATE NUMBER OF
RESPONDANTS 17 19 18 16 11
42
Nestle chocolates Purchased by People
20 18 16 14 12 10 8 6 4 2 0
19 17
18 15 11
Number of Persons
Sub-brands of Nestle ChocolatesKit Kat Munch Milky Bar Bar-One
Milk Chocolate
Chart:6 From the above analysis of given sample of 22
respondents who eat Nestle chocolates it is concluded that mostly
all sub-brands are purchased by people but top most is Munch
followed by Milky Bar and Kit Kat. While surveying we have found
that many people are not aware of Milk Chocolate.
OVERALL PURCHASE OF CHOCOLATESTable:7 OVERALL PURCHASE OF SUB-
BRANDS OF CHOCOLATES SUB-BRANDS DAIRY MILK 5 STAR PERK CELEBRATIONS
TEMPTATIONS PERCENTAGE OF PURCHASE 13 12 11 9 743
KIT KAT MUNCH MILKY BAR BAR ONE MILK CHOCOLATE
10 11 11 9 7
Sub-brands of Chocolates purchased By People
Dairy Milk
7% 9% 11% 11% 10%
13% 12% 11% 7% 9%
5 Star Perk Celebrations Temptation Kit Kat Munch Milky Bar
Chart:7 From the above analysis it is concluded that overall
Dairy Milk is purchased by people followed by 5 Star while
Temptation and Milk Chocolate is least purchased by people.
PREFERENCE OF SUBRANDS OF CHOCOLATES
PREFERENCE OF SUBRANDS OF CADBURY CHOCOLATESTable: 8 CADBURY
CHOCOLATES SUB- BRANDS GRAND TOTAL OF PREFERENCE DAIRY MILK 315
AVERAGE (GRAND TOTAL / No. OF RESPONDANTS) 4.3 1 RANKS
44
5 STAR PERK CELEBRATIONS TEMPTATION
220 176 136 91
3 2.4 1.86 1.24
2 3 4 5
According to the above analysis it is concluded that in Cadbury
Brand, Dairy milk is the most preferred sub-brand as it is ranked
first by the respondents. While Temptation is the least preferred
sub-brand of Cadbury chocolates.
PREFERENCE OF SUB-BRANDS OF NESTLE CHOCOLATES
Table:9
NESTLE CHOCOLATES SUB- BRANDS GRAND TOTAL OF AVERAGE (GRAND
TOTAL / No. OF RANKS
PREFERENCE RESPONDANTS) KIT KAT MUNCH MILKY BAR BAR-ONE MILK
CHOCOLATEAccording to the above analysis it is concluded that in
Nestle Brand, Munch is the most preferred subbrand as it is ranked
first by the respondents. While Milk Chocolate is the least
preferred sub-brand of Cadbury chocolates.
70 64 65 45 30
3.18 2.9 2.95 2.05 1.36
1 3 2 4 5
45
INFLUENCING FACTORS DURING PURCHASE
OVERALL INFLUENCETable :10FACTORS GRAND TOTAL 435 295 391 344
301 354 344 297 268 342 AVERAGE 4.58 3.1 4.12 3.62 3.17 3.73 3.62
3.13 2.82 3.6 RANK 1 9 2 4 7 3 4 8 10 6
FLAVOR/TASTEPRICE QUALITY PACKAGING FORM BRAND IMAGE COLOR SHAPE
QUANTITY
According to the above analysis it is concluded that on an
average mostly people are influenced by flavor/taste followed by
quality, brand and image. It is surprised to know that very few
people are influenced by price followed by shape of the
chocolate.
46
INFLUENCING FACTOR DURING PURCHASE OF CADBURY CHOCOLATES
Table:11 FACTORS GRAND TOTAL 335 235 307 277 231 271 262 224 213
262 AVERAGE 4.6 3.2 4.2 3.79 3.16 3.71 3.59 3.07 2.92 3.59 RANK 1 7
2 3 8 4 5 9 10 5
FLAVOR/TASTEPRICE QUALITY PACKAGING FORM BRAND IMAGE COLOR
SHAPE
QUANTITY
According to the above analysis it is concluded that on an
average mostly people are influenced by flavor/taste followed by
quality, packaging and brand. Here color and shape are not all
influencing people while purchasing Cadbury chocolates.
47
INFLUENCING FACTORS DURING PURCHASE OF NESTLE CHOCOLATES
Table:12 FACTORS GRAND TOTAL 100 60 84 67 70 83 82 73 55 80
AVERAGE 4.5 2.72 3.82 3.04 3.18 3.77 3.73 3.32 2.5 3.64 RANK 1 5 2
9 8 3 4 7 10 6
FLAVOR/TASTEPRICE QUALITY PACKAGING FORM BRAND IMAGE COLOR SHAPE
QUANTITY
According to the above analysis it is concluded that on an
average mostly people are influenced by flavor/taste followed by
quality, brand and image. Here packaging and shape are not all
influencing people while purchasing Nestle chocolates.
48
FACTORS GIVING MOST SATISFACTION TO CONSUMERS
OVERALLTable:13FACTORS GRAND TOTAL 427 337 367 338 332 358 328 332
335 328 AVERAGE 4.81 3.6 3.86 3.56 3.49 3.77 3.45 3.49 3.52
3.45
RANK1 4 2 5 7 3 9 7 6 9
FLAVOR/TASTEPRICE QUALITY PACKAGING FORM BRAND IMAGE COLOR
SHAPE
QUANTITY
According to the above analysis it is concluded that on an
average people are most satisfied with the flavor/taste of a
chocolate followed by quality and brand. It is surprising to know
that although people are satisfied with quality but unsatisfied
with the quantity.
49
IN CADBURY CHOCOLATE
Table:14FACTORS GRAND TOTAL 334 269 282 272 264 282 247 259 258
255 AVERAGE 4.6 3.68 3.86 3.73 3.62 3.86 3.38 3.55 3.53 3.49 RANK 1
5 2 4 6 2 10 7 8 9
FLAVOR/TASTEPRICE QUALITY PACKAGING FORM BRAND IMAGE COLOR SHAPE
QUANTITY
According to the above analysis it is concluded that on an
average people are most satisfied with the flavor/taste of a
chocolate followed by quality and brand. It is surprising to know
that although people are satisfied with quality but unsatisfied
with the quantity and image.
50
IN NESTLE CHOCOLATE
Table:15FACTORS GRAND TOTAL 93 68 85 66 68 76 81 73 77 73
AVERAGE 4.2 3.09 3.86 3 3.09 3.45 3.68 3.32 3.5 3.32 RANK 1 8 2 10
8 5 3 6 4 6
FLAVOR/TASTEPRICE QUALITY PACKAGING FORM BRAND IMAGE COLOR SHAPE
QUANTITY
According to the above analysis it is concluded that on an
average people are most satisfied with the flavor/taste of a
chocolate followed by quality and image. It is surprising to know
that although people are satisfied with quality but unsatisfied
with the form and packaging.
51
FORM PREFERENCE
Table:16
FORM OF CHOCOLATE HARD NUTTIES CRUNCHY CHEW
NUMBER OF RESONDENTS 33 25 29 20
Form of a Chocolate Prefered by People
Number of Consumers
35 30 25 20 15 10 5 0
33 25
29 20
HARD NUTTIES CRUNCHY CHEW
1 Forms
Chart:8 According to the above analysis it is concluded that
most of the people likes to eat hard chocolate and chew form of a
chocolate is least preferred.
52
PACK OF CHOCOLATES PREFEREDTable:17 PACK SIZE SMALL BIG FAMILY
PACK NUMBER OF RESPONDENTS 28 48 19
Pack of Chocolate Prefered
Number of Consumers
60 50 40 30 20 10 0
48SMALL
28 19
BIG FAMILY PACK
1 Pack
Chart:9
According to the above analysis it is concluded that out of
sample of 95 people who eat chocolates likes to buy big pack.
Family pack is mostly preferred by aged people only.
53
PROMOTIONAL OFFERSTable:18 PROMOTIONAL OFFERS FREE GIFTS PRICE
OFFER ANY OTHER NUMBER OF RESPONDENTS 52 23 20
Effect of Promotional Offers while Purchase
Number of Consumers
60 50 40 30 20 10 0
52FREE GIFTS
23
20
PRICE OFFER ANY OTHER
Promotional Offers 1
Chart: 10 According to the above analysis it is concluded that
out of sample of 95 people who eat chocolate 52 are attracted by
free gifts, 23 by price offers while 20 were attracted by some
other reasons.
54
FACTORS AFFECTING PURCHASETable:19 FACTORS NUMBER OF RESPONDENTS
ADVERTISEMENT SUGGESTION FROM FRIENDS AND RELATIVES ATTRACTIVE
DISPLAY DOCTORS ADVICE BRAND AMBASSADORS INGREDIENTS 11 15 9 25 65
16
Factors Affecting Purchase Number of Consumers
70 60 50 40 30 20 10 0
65
ADVERTISEMENT
16
25 11 15 9
SUGGESTION FROM FRIENDS AND RELATIVES ATTRACTIVE DISPLAY
DOCTOR'S ADVICE
1 Factors
BRAND AMBASSDORS
Chart: 11 According to the above analysis it is concluded that
Advertisement is the best measure to attract customers to purchase
more. Its impact is much more than other factors. While friends and
relatives and brand ambassadors also play a significant role in
this regard.
55
MEDIA OF ADVERTISEMENTTable:20 MEDIA OF ADVERTISEMENT TELEVISION
NEWSPAPERS BROCHURES HOARDING DISPLAY NUMBER OF RESPONDENTS 82 7 3
4 15Media of Advertisement influencing the Purchase
90 80 70 60 50 40 30 20 10 0
Number of Customers
82Television Newspapers Brochers Hoarding
7
15 3 1 4
Display
Media Of Advertising
Chart:12 According to the above analysis it is concluded that
television emerges as the best media for advertisement of
chocolates that compel consumers to buy. It is much more than other
ways as out of 95 respondents 82 are attracted to by through
television media while brochures are the least attracting
media.
56
FREQUENCY OF CONSUMPTIONTable:21 FREQUENCY OF CONSUMPTION ONCE
IN A FORTNIGHT DAILY WEEKLY MONTHLY QUARTERLY NUMBER OF RESPONDENTS
16 17 39 18 5Frequency of Consumption
45 40 35 30 25 20 15 10 5 0
Number of Consumers
39
16
17
18
Once in a fortnight Daily
5 1Frequency
Weekly Monthly Quarterly
Chart:13 According to the above analysis it is concluded that
mostly people purchase chocolates weekly. Only 15 out of 95
purchase chocolates quarterly.
57
REASONABLE PRICETable:22 PRICE OF CHOCOLATE BELOW 5 5-10 10-20
20-30 ABOVE 30 NUMBER OF RESPONDENTS 6 23 51 4 11
Reasonable Price
Number of Consumers
60 50 40 30 20 10 0
51 23 6 1 Price 4 11
Below5 5 to 10 10 to 20 20 to 30 Above 30
Chart: 14 According to the above analysis it is concluded that
the consumer thinks 10-20 Rs is the reasonable price of a
chocolate. So it must be worthwhile to know this as it may effect
the sale of chocolates.
58
CONSUMERS BRAND LOYALTYTable:23 BRAND LOYALTY ACTIONS POSTPONE
YOUR PURCHASE SWITCH OVER TO OTHER BRANDS GO TO OTHER SHOP FOR
SEARCH OF PREFERED BRAND NUMBER OF RESPONDENTS 26 24 45
Brand LoyaltyNumber of consumers
50 45 40 35 30 25 20 15 10 5 0
45Postpone Purchase
26
24
Switch Brand Search in other Shop
1 Action of Consumers in absence of Prefered Brand
Chart:15 According to the above analysis it is concluded that
mostly people are loyal to the brand as in the absence of
availability of their preferred brand mostly people like to search
for it or they are ready to postpone their purchase.
59
REACTION OF CONSUMERS IF NEW BRAND IS INTRODUCEDTable:24 SHIFT
TO NEW BRAND OF THE PREFERED PRODUCT NO, NOT AT ALL MAY CONSIDER
NO, SHALL NOT CANT SAY 35 27 4 29 NUMBER OF RESPONDENTS
Reaction of consumers if new brand is introduced40 35 30 25 20
15 10 5 035 27 29No, Not at all May Consider Shall Not Can't
Say
Number of Consumers
4 1
Reactions
Chart:16 According to the above analysis it is concluded that
mostly people are addicted to the same flavor or taste and they
dont want to change it as out of 95 respondents 35 are not ready to
try new brand at any cost.
60
REASONS FOR NOT SWITCHING OVER TO OTHER BRANDSAll the consumers
why they continue to buy the old brand gave various important
reasons. The most important reasons given by the consumers were:
Taste/Flavor Brand Image Quality Packaging
FINDINGS CONSUMER RESEARCH: Consumer research deals with
consumer and their problems and solution to the problems. In this I
came to know about the consumers need and expectation levels
regarding products and ascertainable levels of consumer
satisfaction. PRODUCT RESEARCH: Under product research I came to
know about the modification which consumers wants as to the
quality, packing, shape, color, and quantity etc of their favorite
chocolate. PRICING RESEARCH: This includes ability to consume, to
pay for the product, how much a person can spend on his/her
favorite chocolate. In this I have tried to find out consumers
price expectations and reactions. ADVERTISING RESEARCH: Under this
I have concluded that whether the advertisement appeals the
consumers or not. This also includes evaluating and selecting the
proper media-mix and measuring advertising effectiveness.61
CONCLUSIONA survey of the people has been conducted to know the
liking pattern of the two products Cadbury and Nestle. It is
observed that overall people like to eat Cadbury brand rather than
Nestle. It is concluded that mostly people preferred Dairy Milk of
Cadbury due to its flavor/taste, quality and image and due to its
hard form. Some people often like to have a chocolate with good
flavor, quality and crunchiness so they are going towards Kit Kat
and Munch of Nestle due to its taste and crunchiness. It is thus
concluded from the facts collected that mostly people refer to buy
big pack of their favorite chocolate, and sometimes some of them go
for small and family pack.
SUGGESTIONS AND RECOMMENDATIONS Company should concentrate more
on television for advertisement, as mostly people get attracted
through television only. For promotional offers, company should go
for free gifts rather than going for other ways. Nestle company
should concentrate on its packing as people are least satisfied
with it while Cadbury should concentrate on the shape of a
chocolate. People are unsatisfied with the price and quantity of
chocolate so companies should concentrate in this regard also.
62
BIBLIOGRAHY http://www.cadburyindia.com http://www.nestle.com
http://www.aphrodite-chocolates.co.uk/history_chocolate.htm
http://www.google.com http://www.cadbury.co.nz/carnival/index.htm
http://www.packaging-technology.com//cadbury4.html
http://www.chocolatereview.co.uk
http://en.wikipedia.org/wiki/preference
63
ANNEXURE
64
QUESTIONNAIREPROJECT REPORT ON CONSUMER PREFERENCETOWARDS NESTLE
AND CADBURY CHOCOLATES
Que1. Do you eat chocolate?Yes No
Que2. Which brand of chocolate do you prefer?
Cadbury
Nestle
Que3. Which sub-brand you have purchased?
Cadbury
Nestle
Dairy Milk
Kit Kat
5Star
Munch
Perk
Milky Bar
CelebrationsTemptation
Bar-OneMilk Chocolate
65
Que4. Rank the sub-brands of chocolates according to your
preference? (1 for most preferred)
Cadbury
Nestle
Dairy Milk
Kit Kat
5Star
Munch
Perk
Milky Bar
CelebrationsTemptation
Bar-OneMilk Chocolate
Que5. How much importance do you give to the following factors
when you purchase a chocolate? (Tick in the desired column)
Factors
Very Important
Important
Normal
Least Important
None
Flavor/taste Price Quality Packaging Form Brand 66
Image Color Shape Quantity
Que6. How much are you satisfied with the following factors in
your preferred chocolate? (Tick in the desired column) Factors Very
Satisfied Satisfied Normal Least Satisfied Cant Say
Flavor/taste Price Quality Packaging Form Brand Image Color
Shape Quantity
Que7. Which form of a chocolate do you like?
HardCrunchy
NuttiesChew
Que8. What pack do you purchase? 67
Small
Big
Family Pack
Que9. Which promotional offers attract you most? Free gifts
Price Offer Any other
Que10.Which of these factors affect your purchase? Advertisement
Suggestion from friends and relatives Attractive Display Doctors
Advice Brand Ambassadors Ingredients
Que11. Which media of advertisement influence your purchase?
Television Newspapers Brochures
Hoarding
Display
68
Que12. How frequently do you purchase chocolates? Once in a
fortnight Weekly Quarterly Daily Monthly
Que13. What according to you is the reasonable price of
chocolate?
Below5
5-10
10-20
20-30
Above 30
Que14. If your preferred brand is not available for repeat
purchase then what will you do? Postpone your purchase Switch over
to other brand Go to the other shop to search for your preferred
brand
Que15. If another brand of the same product appears in the
market, will you prefer to stop buying this brand and buy the new
brand? No, not at all I may consider
No, I shall not
cant say
69
Que16. If you dont like to change to the new brand, then what
are the reasons for continuing to purchase the old brand?
PERSONAL DETAILS
Name:Address: Age: Between 0-10 Between 20-30 Gender: Phone
Number: Marital status: Education: Profession: Between10-20 Above
30
THANKS
70
71